Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:27/11/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We had a meeting with ****** (regional manager) on Oct ** 2019 as an initial consult on getting new windows and doors. After agreeing to the contract and terms as well as the warranty and guarantees our windows and doors were finally installed end of February. 2 older men showed up for install, they were fast however not very detailed to the job. The silicone they used left huge globs and looks horrendous and after a day or two I had to call them back to fix our patio door as it was not installed correctly. I believe he actually came back twice to fit it. We started to.see issues with closing our front door about * years later. The frame was cracking and the door was no longer aligned. We called ***** in the office in May 202*, I sent numerous pictures to her to outline the concerns. ***** later with no return call from them, I call back and finally set a service call up. The door installer showed up, acknowledged all the issues with the door and actually pointed out so many more defects and told me not to worry as warranty will cover it all. After months of nothing, I call back and told they are having issues with warranty on it, told *****, not my problem our door is ****, we need it replaced. I asked for ****** to call me back and here we are end of Nov 2023 and haven't heard from anyone. We want our door replaced as part of the warranty agreement or come take your door and give us our thousands of dollars back! It should not take this long especially when it was an econoshield employee who installed our door that said our door was in fact c*** and so many issues.
Business Response
Date: 28/11/2023
Your door was installed by our ************ branch nearly four years ago. EconoShield installed your door, but we did not manufacture it. The door comes with a manufacturer warranty on the door system, glass and paint, and an installation warranty offered by us.
As per our records, we made any requested adjustments in a timely manner at no cost to you. However, some issues were noted that are not related to the installation, such as the warped plastic frame around the glass and the scratched paint on the slab. For that, we had to refer to the manufacturer on your behalf, which we did at our own time and expense. We submitted a detailed report and photos for investigation, and they responded by offering a new glass frame, a new seal, a new bottom sweep for replacement and a paint for touch-up. However, the door replacement has been rejected as most of the damages were identified as excessive wear and tear.
Please keep in mind, EconoShield acts as a dealer/installer of the product and not the manufacturer therefore our liability is limited to the installation. The factory has reviewed and approved the service request and is in the process of providing custom-painted parts, and EconoShield will deliver and install them for you free of charge. We will offer the service as soon as the parts are ready as this process is out of our control. For your reference, attached is the factory's official response regarding your case.
Customer Answer
Date: 29/11/2023
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.
Sincerely,
*******************
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