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Complaint Details
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Initial Complaint
02/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This business installed windows in our house with a lifetime limited warranty. Contacted owner about a defected window in Jul 2023. He came to my house inspected window and said he would contact supply company and would take up to eight weeks to be replaced. I contacted owner in Nov 2023. After three attempts each time having to go to the business to make contact. End of Nov he came back to my house to remeasure window and stated he would order it. I thought the window was already ordered. On Dec 2023 I again went to business to check status and was told it would ship on 2 Jan 2024. 11 Jan 2024 I went to Business and was told window was in Lubbock Tx. I called on 22 Jan 2024 and was told owner would return my call. I have heard nothing from them. There has been no communication from this business unless I went to their office. There has been no follow up from them. I would like my Window to be replaced within a reasonable timeframe. This has almost been seven months now. I would like to be treated like a valued customer and would like an honest and swift answer when contacting this company. Do they treat all warrantied items in this fashion? I feel like I am being lied to and fustrated with the lack of answers and follow up. I just want the job done.
Business response
02/05/2024
The timeline and events submitted by Mr. ******* are correct. Part of the delay in getting this resolved sooner is after I submitted the original warranty claim, the manufacturer requested additional information and photographs. Nevertheless, I should have stayed on track better to get this resolved. Currently, the parts needed to complete this process are in the distribution center in Lubbock where they have been for approximately 3 weeks. I spoke with the center on Friday, February 2 in regards to when they would deliver the replacement parts. I was told they would check with their transportation department and let me know a tentative delivery schedule this week. I have shared this information with both Mr. and Mrs. *******. As soon as I can get the parts delivered, I will make arrangements to have them installed.
**** ********
Customer response
02/09/2024
Complaint: 21231104
I am rejecting this response because: Only after Mr ******** was informed of the complaint, did he contact me and state he would call the company in Lubbock to check on the window. I did not receive all of the information provided in his response. I feel this complaint needs to remain open until the work that was promised by the warranty is completed in a timely manner. Updated information on the status of the window is warranted in order to ensure the replacement parts are installed. It has been six months to get this far and I would like to ensure another six months does not pass without the replacement.
Sincerely,
****** *******
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.