Additional Complaint Information
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We used Tennessee Thermal to replace all of the windows in our house. The sales representative explained that Tennessee Thermal warranties the windows for life and will also provide a replacement window in the event of broken glass. At the end of January 2024, there was an extreme cold front with below zero temperatures for days. Once things started to warm a bit, we noticed that our kitchen window had a crack on the inside. We believe the crack resulted from the rapid change in temperatures. My husband called the company and provided the window serial number and requested a new window. The rep explained that the window would be no charge but we would be charged labor to install the window. The rep stated that my husband could pick up the window from the distribution center to prevent a charge. This was a mutually agreed upon solution and the rep stated the window would be in within a few weeks. We allowed a few weeks to pass and then contacted the rep around the end of February and no one answered or responded to his voicemail. He again contacted the company weekly up through March 27th and left multiple voicemails. No one ever answered the call or returned his messages. I used a different phone in order to see if someone would pick up and I had to leave a message stating just my first name and that I wanted to inquire about a replacement window. The receptionist returned my call within a few minutes but I never received a return call to let me know about the status of the window. We just want to pick up the replacement window and we have exhausted every option we know of in order to contact the representative. We simply want a call back to let us know when the window is available and when/where we can pick it up.
Business response
04/14/2024
Tennessee Thermal, LLC does not provide a lifetime warranty on the windows. The warranty is provided by the window manufacturer. The window manufacturer has a service representative who provides labor if needed for the service. Your husband provided the information for the new window to the service representative. The manufacturer ordered the new glass and it was delivered to the technician. Unfortunately the technician was admitted to the hospital and nobody could find the new sash/glass. I ordered a new glass and had it expedited and it arrived around April 5, 2024. It is ready for pick up at the warehouse. We have notified the customer and they indicated they would pick it up. If they need anything else they can call me directly ************>
Initial Complaint
11/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased $10,000 worth of windows. Front picture window cracked, called them, service call called gave him info he called back said window was ordered should be about 2 weeks. This call was in May, I have called company and service guy (who said window to big couldn't do by himself) would have owner call. Never happened, finally got a rep who promised to have someone call, still waiting. Winter is here and no result. Just need window fixed, someone to call me back. Please please help, not sure what else to do. Thank youBusiness response
01/17/2024
*********** purchased windows in 2013. Her front picture window cracked. The window manufacturer handles all of their warranty and service issues. For some reason they never notified Tennessee Thermal that their service rep couldn't perform this service. I have spoken with *********** and informed her that Tennessee Thermal will replace her cracked window glass. We will get it scheduled once the weather clears up. We had it scheduled about a month ago but when we went to pick up the glass it had a crack in it. We ordered a new one and it arrived it January 10, 2024.
*************************
Business response
01/17/2024
*********** purchased windows in 2013. Her front picture window cracked. The window manufacturer handles all of their warranty and service issues. For some reason they never notified Tennessee Thermal that their service rep couldn't perform this service. I have spoken with *********** and informed her that Tennessee Thermal will replace her cracked window glass. We will get it scheduled once the weather clears up. We had it scheduled about a month ago but when we went to pick up the glass it had a crack in it. We ordered a new one and it arrived it January 10, 2024.
*************************
Customer response
01/22/2024
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.
Sincerely,
*******************Initial Complaint
08/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have called the office at least 20 times over the last year and 1/2. I have replacement windows ordered but no one will come and install them . ************ said they were in the warehouse but he could not install the large picture window. Please investigate and have someone install the windows. Thank you.Business response
09/06/2023
********************* purchased her windows from Tennessee Thermal, LLC in November 2010. Her windows have a manufacter's limited lifetime warranty. ************* had a a picture window glass unit fail and a double hung sash fail. Both of the units are covered by the manufacture's warranty excluding the labor. All warranty work is typically done by the manufacture or a *************** representative. We would forward **************** message to the *************** reresentative that covers middle Tennessee. Unfortunatley he did not arrange to have the glass unit and the sash replaced with *************. Another service team has taken over and went to do the service last week. In the process of swapping out the glass unit they broke the new glass unit. Her glass unit has been reordered and as soon as it arrives they will schedule a time to replace it .
Initial Complaint
07/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased windows in February 2021 for roughly $6,500; installer no longer works for ** Thermal. Contacted the office two weeks ago regarding my window leaking. (just happens to be the one the installer FORGOT to do and rushed through the installation).Manufacturer of the windows reached out, and it was determined to be an install issue. Called my salesperson and he has been telling me someone will reach out. We are almost three weeks in and no one has contacted me regarding the window. The leaking will eventually cause issues in the house with the wall and floor!I just want the window repaired or replaced under my warranty!Business response
07/31/2023
Tennessee Thermal completed this service on July 4, 2023. We recaulked the window and told her to give us a call if it needed further attention.I replied to this complaint shortly atrer we finished the service but for some reason it did not appear. Also we had the service scheduled before we knew there was a complaint.
Initial Complaint
09/26/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Project was a complete rebuild to enlarge our shower in master bath. Original contract signed 4/9/21. Due to delays work was completed on 10/12/21. Mold grew UNDER the clear caulking around shower base. Caulking removed & replaced 1/26/22. We followed instructions on care, but mold grew back much worse. Texted to individual installer 6/22/22. No response. Called TN thermal 7/11/22. Call returned 7/12/22 by****** ****** "will have installer call you". No call received. Called & texted****** ****** 8/25/22. No response. Called TN Thermal 9/6/22, left message. No response. E-mail to TN Thermal 9/12/22. Stated if no response would notify the BBB. No response. We just want the molded caulking removed & replaced with a product we have purchased and have on hand.Business response
10/19/2022
Business Response /* (1000, 10, 2022/10/12) */ Mold growth is subject to appear anywhere there is silicone caulk, if not sanitized on a very regular basis. While mold and mildew growth is never a part of any product or installation warranty, as the customer noted, TN Thermal did replace the caulking some months after original installation. Understanding that caulk and the sanitation thereof is a homeowner maintenance issue, we will replace it all once more as a courtesy to our customer.Initial Complaint
04/12/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased new windows for my house in July of 2021, for roughly 18k dollars. Tennessee Thermal said they would replace on my windows and install screens. To this day a year later, two of my windows are wrong (they were supposed to be obscure glass and aren't), I am missing a screen, some windows came in with damaged that the installer said would be fixed when they installed the glass and screens, and did some small damage to my house that needs to be repaired. They installed the windows in November and i have been waiting since then for the job to be completed. Now i call a standard number to speak to a manager and they keep telling me they have escalated my issue and a manager will be calling me, and that doesn't happen. All I get is excuses every week as to why my order isn't in yet. Unacceptable!Business response
05/18/2022
Business Response /* (1000, 10, 2022/05/12) */ Mr ********* obscure sashes and missing screen have been replaced. Unfortunately we are experiencing long lead times on obscure glass. To my knowledge all necessary service issues have been resolved. If Mr ******** has any service issues in the future he can call me directly at ***-***-**** **** ********.
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12 total complaints in the last 3 years.
2 complaints closed in the last 12 months.