ComplaintsforWindow Concepts of Minnesota, Inc.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had two windows, a patio door, and an entry door installed in July 2022. Really long story shortI had numerous problems, from day one, with both the products and the way they were installed. It took 16+ weeks just to get them back out to supposedly correct the issues, including having to have a new patio screen door (the original did not work properly)I was unable to open my patio screen door the entire summer of 2022. My entry door had to be adjusted so many times, I lost track (4-5x). Now, my new entry door is so scratched up from all the adjustments that it looks awful - my old door looked better. Their solution was to give me a small vial of paint for ME to touch up all the scratches! There was frost buildup on the hinges and door that winter. They told me that I probably had too much humidity in my house (never had an issue with humidity before), but it turned out that they didnt insulate around the door frame when they installed it. There were several other issues that had to be addressed over the last couple of years and it took forever to get them fixed (needed new screen door, second new screen door had to have new wheels, patio door was leaking water, patio door lock didnt work, and more). I was still having issues in October 2023. The biggest frustration is with my new entry door. It was extremely hard to get anyone out to fix anything and several times did not even receive a response. I wrote to the owner of the company on 1/5/2024 advising him of everything that has gone wrong since initial installation, along with photos, and never heard a word from him either, not even an acknowledgment. I guess as long as they have my money they dont care.One of my neighbors also used ***************** cracked window on install date, new patio screen door and adjustments needed, not getting responses and time to get repairs fixed. And, another neighbor had to have them out a couple of times too. None of us would recommend Window Concepts!

  

  Business response

  03/11/2024

  Window Concepts of Minnesota appreciates all of our customers and strives to give every customer a positive experience. ********************************************* has completed all of the work according to the contract dated February 22, 2022. All building permits have been closed out with the City of Plymouth and work completed. We received a service call on 9/22/22 for a screen not working properly. Our tech was out the same day and reordered a new screen and it was installed on 12/7/2022. On 12/29/22 we received a call about a draft around the door. Our tech was out on 1/18/23 and adjusted the weather stripping. On 2/10/23 we received a call about frost on the hinges of the door. This is a sign that there is to much humidity in the house. We came out on 2/24/23 and added addition insulation around the door. The door was insulated. On 3/1/23 we received another call and the tech came out on 3/3/23 and found no issues with the product. He did drop off touch up paint on 3/1/23 for the homeowner. All of the marks around the door and frame are consistent with normal use of the product. The manufacturer would not cover a new door or frame because this was not a manufacturer defect. On 8/14/23 we received a call with issues on the screen door. Our tech arrived on 8/17/23 and determined that we should replace the rollers. On 10/11/23 he replaced the rollers and felt everything worked properly. The homeowner signed off that all services have been completed. Window Concepts responded in a timely fashion every time that we received a service request and completed the request. All permits have been closed with the City. If the customer has a service issue we are more than willing to come out and fix anything that is not working properly or have a manufactures rep come out.

  Customer response

  03/11/2024

   I am rejecting this response because:
  
  Their response is just repeating SOME, not nearly all, of the service calls or service items and certainly does not mention all the times I did not receive a response and had to keep following up with them.  
  
  It took from 7/13/22 until 12/7/22 (5 months) to get my new screen door replacement installed.  After the new screen door was installed, I had issues with it too. 
  
  Again, the frost on the door hinges, and the door itself were NOT because there was too much humidity in the house, it was because Window Concepts did not install installation around the frame when they initially installed the door. The tech that came out that day to fix the draft issue agreed to that fact and was actually the one that told me they did not install insulation around the door. 
  
  I completely disagree with the comment that all the marks and scratches are consistent with normal use of the product. They are all a result of the numerous adjustments that were made by Window Concepts. In fact, the last tech that came out for adjustments agreed. He took pictures and was going to turn them into the office, but I never heard a word after that. Providing touchup paint for me to cover up damage done by Window Concepts is not a satisfactory solution.
  
  I also disagree with the comment that Window Concepts responded in a timely fashion every time. I have the emails to prove differently. As I mentioned in my initial complaint, I even wrote to the Owner of the company several times and he doesnt respond either. 
  

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought windows from them last summer with installation occurring in late Sept/early Oct. 3 of the 9 windows arrived damaged and needed to be replaced. My contract stated I wasn't required to make final payment until the job was 90% complete. They insisted it was. I was bullied into releasing the payment by our salesman ******. Since then, they made scheduling the replacement of them very hard. Once we did get a date agreed upon the showed up with only 2 of the 3 windows that needed replacing. I've had a hard time getting responses from them. Their general manager **** told me that once the last replacement arrived, he would do it on a date that worked for my work schedule. He has since declined me that. I'm tired of being yanked around by this company.

  

  Business response

  01/25/2024

  We went out to the home today and switched out the one main frame that had a minor flaw in it. All works has been complete and the customer signed off on the project.

  Customer response

  01/26/2024

   I am rejecting this response because: This response barely addresses any of my complaints. Which has been part of the problem. They cleverly call it minor. They don't mention that they didn't agree to the install date I was promised until after I filed a complaint with the BBB. My contract stated that I wasn't required to make the remainder of my full payment until the job was 90% complete. When I said I'd release the payment once the 3 (of a total 9) damaged windows were replaced/repaired I was berated and mocked and told I was holding up the workers getting paid. I brought this up to General Manager ****, and he didn't want to address that. They aren't responsive to email or voice mail. They didn't live up to their end of the contract in regards to getting payment when it was at least 90% done. **** promised I could pick a day that worked for me once the new parts arrived. When I did he claimed he never did. I filed my complaint with the BBB and magically I got an email suddenly saying that date was just fine. So no. There response isn't satisfactory. I need them to address the concerns I brought up.  
  
  
  

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our kitchen cabinets were resurfaced in 2022. While they are beautiful I must say that the company itself is terrible in the costumer service department. For starters, when every door was wrong and had to be redone, my kitchen sat with mismatched doors for weeks. I called many times to no avail- no call backs. I finally drove to the shop 20 miles away to talk to someone. They assured me they're working on it. That's fine but contacting us to give status updates would have been appreciated. New doors came in, appt made to install but realized we were still missing some handles. Sept 2023 I noticed a bubbling on 2 of the doors, calls made - took forever to make contact. Someone came out to measure and heard nothing for weeks. Always a phone call by MY prompting to get the same answer - someone will contact you. It's now going on 2 months with that issue, many calls ..... The run around with this company is painful. Their customer service is horrible. The product is beautiful and once the project was actually being worked on, the installer himself was great. Waiting now for a call back from a call I made last week pursuing status from Sept, having been told they'd reach out by end of week last week. Nothing. It seems they have every excuse why they haven't contact us. That is just unacceptable. I will not recommend this company to anyone simply for their unorganized lack of communication. AND I'm still missing 2 handles along with looking at bubbled doors.

  

  Business response

  12/01/2023

  I am sorry to hear about the poor customer service. Some of the original doors were measured incorrectly which we reordered. The bubbling of the laminate was turned over to the manufacturer since they are the ones that cover the warranty. Originally they denied the claim because it looked like the bubbling was cause by a heat source to close to the doors. They did reconsider and are making the two new doors at no charge. I am sorry about the delays but the 2 doors are on order with the 2 missing handles. The doors and handles should be at the office within 2 weeks and once we receive the product we will have a tech out to your home to switch out the doors and 2 handles. Again we are sorry for the delays and frustration.

  Customer response

  12/02/2023

   I am rejecting this response because:

  The company is correct in that they completed the task that was incorrectly measured at the initial install. They are also correct in that they have said the doors that are bubbling will be replaced and I will finally get the 2 handles I've been missing since the original installation. 

  I understand it takes time for a product to get made and delivered. It does not however justify their lack of responding or updating the customer on the status  in a timely manner. 

  My complaint has nothing to do with the product, the installer or of the installation itself. 

  It has everything to do with the lack of person to person communication and the fact that most all replies from them were triggered by me calling them several times only to be told "someone will get back to you". Many times weeks would go by before I would make a call again. I actually went TO the company because of this early on in the process. 

  It seems more communication is now happening from them since this BBB complaint. 

  I would like my doors installed and the 2 handles I've been missing. That is all. Sugar coating the good does not justify the bad. Please do better in the person to person contact of the business, regardless of what issues arise.

  Thank you.

  
  

  

  Business response

  12/05/2023

  We just checked with the manufacturer and the product is currently in transit. **** will reach out to you once product is received.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I hired Windows Concepts of Minnesota, **** to replace siding on my house. It was an insurance claim for hail damage. I met with ****, the project consultant. He came to my house and I signed a contract with the company on March 23, 2023. He requested an $8,000 down payment, along with my signature. Besides the down payment and monies I recieved from my insurance company **** stated he would need more money to complete the job and I should contact them (insurance company) myself. They agreed to the extra amount and I received a check. To date, I have texted, and called **** to find out when I am scheduled for the work to be done. There is no communication from them and he ignores my calls and text messages. I had a stroke previous to this signed agreement and in hindsite I feel I was taken advantage of and descriminated against due to my disability. I also have asphasia which make it difficult to converse. They've had my money for months and refuse to call back. I would like the money refunded at this point and the agreement cancelled due to the circumstances. *************************

  

  Business response

  08/04/2023

  I am sorry about the delay in your siding. I called the supplier and the siding was special order and it came in yesterday. They were verifying that they had all of the accessories were received before calling us so we could schedule an install date. I will reach out to the homeowner.

  Customer response

  08/06/2023

   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.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract with Window Concepts to replace all the windows in our home March 2022.The new windows were installed November 2022. The majority of the windows were damaged with scratches, black marks and suction marks between the glass. There is NO quality control.On the outside of the house, the window trim has a ***** substance dripping down onto the siding that can not be remove. The caulking on the outside of the window looks like a child did it. Very sloppy. We have not addressed that issue yet with WC. We also had frost on the inside of our home over the winter.The second installation of new windows was installed May 2023. The installers noticed that there is damage to the new windows. Currently we need to replace 3 sashes for the MB, 1 complete window in our extra BR, R-side of the patio door, and 4 sashes in the kitchen.The service department is horrible to deal with. You can never talk to a person. Everything is done by email and ******* is not an easy person to work with. The installers told the service department regarding the damaged windows and patio door back in May. Today I was told that it was not received. I felt like ******* was scolding me instead of making things right. Only a portion of the windows came in. My email conversation with ******* ended today with "I need picture of each window with damage and the window tag for the replacements". So I had to submit pictures again!The owner, ******************* did send us a check for $500, but this does not cover all the inconveniences I am still experiencing. I have spent all day trying to get this resolved. Every time Window Concepts arrives to our house we are removing our shades and moving furniture.******************* does a great job selling his product in the ** commercials, but that is where it ends. IT WILL BE OVER 1 1/2 YEARS BEFORE WE GET ANY RESOLUTION ON THIS MATTER. Quality windows and professional installation is what I paid for. What I received is far from that.

  

  Business response

  07/19/2023

  I am sorry to hear about the issues that you are having with our product. We have turned over the service requests to the manufacturer. We have to follow the manufacturers guide lines for warranty work. I am sorry about this inconvenience but we have to follow their guidelines. Window Concepts did send you out a refund of $500.00 per our agreement. Once the remaining parts come into the office we will have a tech out to resolve your services. Again I am sorry for your inconvenience.

  Customer response

  07/25/2023

   I am rejecting this response because:
  I wasted another day responding back and forth to ******* and taking pictures of the damage and the window tags. Sent her pictures she requested.
  July 19th ***** arrived to look at all the damage. He made note of the Kitchen, Master Bedroom and Extra Bedroom sashes, also the Patio Door that need to be replaced. We also went outside and I showed him that the patio door frame is sagging and the glass has a lot play in it. He said the patio door should not be doing this and will contact window supplier. ***** took pictures of everything and a video of the glass movement on the patio door.  I also pointed out to **********;the *****, sloppy mess on our trim and dripping down the siding that I can not get off. ***** thought the rust marks was from the spray foam insulation. I also pointed out how sloppy the caulk was.  It looks like a child caulked around the windows. I was so frustrated, that 8 sashes need to be replaced, a patio door and frame and mess on the outside of our house. This is when I contacted BBB.
  I paid for good service and a good product. Not the case. I want a good product installed, my siding cleaned and messy caulk job to be fixed. Also I should received additional compensation for the inconveniences and all the damage that was done to the outside of the house. 
  
  

  

  Business response

  08/07/2023

  We have all of the products on order. When we received the product we were notified about additional service complaints. We ordered those products as well. We have the date of Thursday September 21st held to replace their sashes. I am sorry about her service issues. We are working with the manufacturer to replace any defective product as quickly as we can.

• Initial Complaint

  06/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of Transaction: We originally signed for this project on December 31, 2021. The window replacement (due to back log of inventory) did not occur until December 2, 2022. The amount of money you paid the business: $21,000 What the business committed to provide you: The business committed to provide us with new windows and patio door as well as complete installation and clean-up. What the nature of the dispute is: Business is not following through on our contract. The windows installed (10) and patio door (1) are damaged/defective (scratched, bent frames, black overspray, etc). Additionally, the window installers significantly damaged our property on the outer roof, siding and hardwood flooring resulting in several thousand dollars worth of damage. Whether or not the business has tried to resolve the problem: We've made several attempts over the past 6 months to contact the business, provided detailed emails of the issues and to date have not received a substantial response to our complaints concerning the damage to our property, defective windows, and the lack of follow through on the companies contractual obligations . When the business would reach out the responses we received avoided answering any questions and failed to provide any solutions. The company did send someone out on 1 occasion and the service technician did not have the same instructions as what we were told would be occurring at this visit. See exhibits. The company misrepresented the financing available, has not followed through on the contracted services and severely damaged our property. This is unacceptable of a business and they have taken advantage of us as consumers.

  

  Business response

  06/25/2023

  This complaint has been turned over to our installers insurance who will be contacting the homeowners directly.

  Customer response

  06/30/2023

   I am rejecting this response because:
  The insurance company for the installers is only addressing the property damage for floor and roofing and not addressing our issues directly with Window Concepts. We need a response and/or resolution pertaining to all of the issues we've identified with the windows and sliding patio door that remain installed at our house that are damaged and defective. 
  
  

  

  Business response

  07/03/2023

  We have numerous parts that are on order and once they arrive we will be contacting the consumer to install.

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 18,2019 we signed a contract with Window Concepts of Minnesota to have windows put in. We put in 7 Slider, 3 bays and 1 Patio on September 3rd and 4th of 2019 they came to install the windows Day 1 only 2 crew men show up, Day 2 there was 6 including the Contractor they rush to get the job done due to another job they had schedule the following day. Bay windows the sheet rock was cut to large so larger trim had to be put on. Also all the safety cables were pull out .We talk to the **** of ***** on this the contractor lie to them saying they were install with the windows .In 2020 they had to come back to install the cables and by doing so they damaged the sheet rock beyond the trim the 1st contractor cracked the bottom of the bay, so they had to replace the 2 bays being the company was no longer in business (due to Covid) Window Concept new Product Manager measure and order 2 new bays from another company they were measure incorrectly these windows were not costume made they don't fit the original box frame outside. Bathroom window had been taken out 3 times due to leaking and frost build up. Last time they were here was the fall of 2022and the window still frosts up on the outside of the house. We were told by Window Concepts Contractors that these windows are not install correctly. We have Soffit mismatch Damage siding, bent handles and more. Window Concepts has cause us a lot of extra out of pocket expense due to their mistakes and we were told that their a lifetime warranty which they are not backing up. We had problems from the start we sent letters made several calls with months of no response. We have never been so dissatisfied and mistreated!!!! They were quick to cash the check but not so quick to fix the problem!!!!!!

  

  Business response

  03/16/2023

  This customer put in a complaint with the ********** of ***** and Industry and the complaint has been closed out a few years ago. We agreed upon replacing the two bay windows which was agreed upon by all parties as part of the resolution. The building official was on the job site while we replaced the windows and signed off on the permit. The State of Minnesota felt that we fairly resolved all of the issues and the job was completed and the permit closed out. Our service tech has been out in the past to address any service issues and they were completed. if their is a new issue we can schedule a tech to come out to their home, but all of the work has completed.

  Customer response

  03/21/2023

   I am rejecting this response because: ********** of ***** and Industry complaint has not been closed because at the time the bay windows had not been ordered. And the bay windows we had before were custom ordered, the ones put in were not *************** the frame boxes on the house. So no we didn't agree on the windows. I agree on custom made bay windows like we paid for The building official wasn't here when the bay windows were installed Nov 18, 2020.His contractor got caught in a lie to the department of labor, plus his own production manager order the wrong bay windows, and that his own crew member cut into the larger bay window when he wraps the window for the fifth time. Also our bathroom window still leaks after third time in taking it out in Nov 2022.We have complained from day one 2019 to 2023.

       We also have several issues that were never addressed. We were told it's been over two years and is not backing up any warranty !!!! So we reject his remarks.
  
  

  
  

• Initial Complaint

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On top of poor workmanship, our patio door is frozen shut. Poor product and workmanship. I am not looking for Money back. I am looking for the bad job to be fixed. I will write something negative daily until the complaints are fixed.

  

  Business response

  01/09/2023

  This customer called into the office on January 6th with a service request and we have them scheduled for January 12 th for a tech to come out to their home.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed a contract on 3.22.22 to replace siding, **************** We were told it would late summer installation. My husband called them in Sept. when we hadn't heard anything & was given an installation date of ****.22 for both siding & the installation of a patio door we purchased after the initial contract. **** patio door install moved to *****. No one comes on ****, after we call to complain, they do come off and on for the next week removing most of the old siding, cut holes in the soffit & some house wrap. 10.12.22 updated project manager ****. We were promised siding was being delivered Fri morning 10.14.22, Fri. came & went with no siding delivery, Saturday morning project manager texted back after I updated him "I had delivery set up for Friday in the AM, I will look into it. There will be siding at your house Mon, for sure, I apologize for the delay." Mon. morning 10.17.22 Project manager **** texts "there is a new siding PM so you will need to call Window Concepts to get in touch with him for any questions." I call window ************************** told our new PM is *****. I text ***** for an update he writes that "he just called on the status of the siding **************** is scheduled for the 24th." He came out to the house, talked through the ************ had a plan. It is now Monday 10.24.22, a crew member was here at 8AM and took down the pile jacks and ladders and said he was heading to another job in *****. I called & texted project manager ***** who texts back "I left window concepts. Nobody seems to know what the h*** is going on. Probably should call their office. Sorry, but that place is an absolute mess. Good luck with them." Called the office & once again we were told we'll look into it. Hopefully the BBB can get us some answers. Old siding is ripped off the house, part is wrapped some is exposed, giant holes cut for new soffit directly into the attic. Just want the project completed in a timely manner- tired of the run around and the lies.

  

  Business response

  11/04/2022

  I gone out to their home and spoke to the Mr 5 times. Everything should be resolved and their project should be completing next week.

  Customer response

  11/13/2022

   I am rejecting this response because:
  
  We have been in contact with owner of the company and project manager. Project was mostly completed, **** worked the full week of Halloween and the following weekend plus a 13 hour day on Monday November 7th finishing up after 10pm. They loaded up all their tools and supplies that night. Husband and I did a walk through the next morning once it was light enough to see...garage door trim and windows were not wrapped and some of the fascia on the top floor is incomplete. Contacted project manager who said he would look into it. Haven't heard back yet. As of Sunday, November 13th project remains incomplete, dumpster and extra supplies are still in driveway. Work they did complete looks beautiful, we would just like it finished. 

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a bathroom remodel with Window Concepts. The work started on 2/3/22 and we were told it would be a 5-6 day job. The job was "finished" on day 100. Several issues were reported to them and repaired (eg; flooring on one part of the bathroom didn't have sub-flooring put in so it sunk in and broke the seal of the caulk by the bathtub, scraping of the ceiling done very poorly, they came back and re-scraped, put in a window with flaw in the glass, had to come and replace that). They removed our old vanity with double sink and then discovered that the new vanity top was cracked. When the new one came it didn't fit because they didn't measure properly. In total we were without a sink in our bathroom for 2 1/2 months. We negotiated a reduction of ******* for the inconvenience and delays.Since then, we discovered when we painted that they caulked the backsplash improperly and asked to have it repaired. They said there was nothing wrong with it (there is). We also asked that the company that made the vanity (Universal Stone) come to check out 2 chips. Universal Stone won't come out unless approved by Window Concepts. We spoke with our salesperson who said he'd call back. Haven't heard from anyone since 8/2/22. Throughout our project we have had numerous unreturned calls, rude text messages and are very frustrated that they won't complete/repair this last part of our project.

  

  Business response

  09/21/2022

  I spoke to Universal Stone who is our stone supplier. They are willing to have one of their service techs come out to your home home and polish the stone at no charge. ***** will be reaching out to you directly to schedule the tech.

  Customer response

  09/26/2022

   I am rejecting this response because:

  It only solves part of the problem.  There is no mention from them about the problem with the caulking on the backsplash.  It is poorly done and needs to be redone.
  

  
  

  Customer response

  10/11/2022

   I am rejecting this response because:
  
  Hi ******,
  
  When I saw the reply from Window Concepts that they would have someone from Universal Stone contact me and come out, I rejected that offer because it didn't include Window Concepts taking care of the other problem which is the caulking around the backsplash.  There wasn't an option to accept just part of their response which is why I selected "Reject".  
  
  I have not had any contact from either Window Concepts or Universal Stone.
  

  
  

  
  

  

  Business response

  11/11/2022

  I spoke to Universal stone who had a service tech go out to the home and repaired the slab and redid the caulking. I believe everything should be resolved.

*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. ↩