ComplaintsforWindows Plus Cincinnati

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original contract signed 11/21/22. Original install of all products had to be redone as a result of poor craftsmanship. The company has made three attempts at installing the front door and it is still incorrect. Daylight visible when door is closed and hinge side of door is incorrect. Damage to wood window sills from original window install has not been repaired Total contract amount $14,312.00 Deposit: -$7,156.00 Balance: $7,156.00 (balance still owed and will be paid when complete.)

  

  Business response

  06/05/2024

  I apologize for the delayed response. As soon as we received the initial complaint we started digging into the issue. Our service department had recorded over 15 attempts of contacting the customer to schedule the initial service. A service technician was at the customers home today to attempt to resolve any remaining issues. I will gather more information about how that went and send a follow up here. We take complaints very seriously and we are doing everything that we can to provide exceptional service to this customer. 

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had windows and patio doors for my house installed by Windows Plus. I was quoted $27000 to replace 10 large windows and 2 triple patio doors. The doors made up $13000 of the cost. The door installs were quickly found to have issues. The doors were made functional but it requires heavy effort to close them since they rub on the sill or jamb. Oct 26. The ****** factory rep was to come to my house to view doors. He did not arrive but 2 WindowsPlus employees were there. November 3 ****** rep viewed doors along with two Windows Plus employees. He stated he had never seen anything like that before and took many photos and was to discuss with ******. November 11 I contacted the sales rep (Michael) who I worked with and he referred me to Troy Saunders to discuss how this would be addressed. Troy stated Tanner Kirby was responsible for follow up of the door issues and stated he would leave a message for Tanner to call me but I never received a return call. November 16 I called and left message with Tanner requesting a call November 18 Tanner called me and left a message stating he was waiting for a response from *** ***** at ******. I returned his call later that day and ended up leaving a message requesting update. November 29 Called and left a message with Tanner November 30 Tanner returned call. Stated he believed ****** would rebuild entire 3 panel door in kitchen and rebuild the door panel component in my basement. December 7 I Texted Tanner with a request to know if doors were being rebuilt, and if so, how long would it take for manufacture and installation December 8 Tanner replied he would contact ******. December 9 Still no response back I currently have two doors which are difficult to use, have either no trim or the old broken trim reinstalled, and have obvious defects. Sales and Installation employees were friendly and did their best but once a problem was discovered the company has done nothing but stonewall.

  

  Business response

  12/09/2022

  I think His concerns are very Valid.  The ****** Rep had the same concerns that Steve and Windows Plus has and committed to rebuild the units.  It has taken the ****** Rep over 3 weeks to get the approval that is needed and committed to ordering the units right away.  I did reach out to Steve and left a message and will follow up with him on Monday at 11:00.

  Customer response

  12/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   The manufacturer took responsibility for the slow response and has committed to rebuilding one door in its entirety and replacing parts of the other door to make it fully functional.  Replacement is planned in 6 weeks to allow time for part fabrication.
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased windows for my home in March 2005 and along with the windows I paid extra for the 20 year warranty. In October of this year a piece of one of my windows broke making it impossible for me to open. I contacted the company to have them come fix the window. Someone came out and told me they didn’t have the part to fix the window. They took photos and said they would contact someone in the company to tell them the situation. Someone else then came out and at that time they said they would have someone else contact me on how they would fix the window. I waited about three weeks and then I contacted the company directly. This is when they began saying this person needs to speak to another person and so on. It became a phone tag situation where no one I spoke to could give me any answers. Some of the names I spoke to were Mike (a couple of them), Troy, and Tanner. None of them could resolve this. On December 28, a Mike called me saying he was trying to work out a deal but they would not replace the window because it is made out of fiberglass. I said I would take any window to fix the broken one since I do have a warranty protecting me in this situation. He told me it would be around $700 and the company will not honor my warranty.

  

  Business response

  01/11/2022

  On January 7, 2022, Michael M****** our Installation Director went to look at the concerns posted.  This is a project from 2005 and He believes that we can still get the needed service parts, but that it may take several months (this particular company may take several months and  longer to get replacement sashes to us, mostly due to supply chain issues).  Windows Plus is celebrating it's 40th year in business and it is the desire of Windows Plus to service all previous customers dating back to 1982 if it is possible to get the parts needed.  Our Service manager said that the five new sashes are on order and we are waiting for confirmation.  As soon as we receive these 5 sashes we will do the repairs needed.  We apologize for any misunderstanding. 

  Thank you,

  Dennis M*****
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩