Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  In feb 2024, I took in my window to the *********** location . The lady there said that I was missing the panels or some sort of siding parts . I said that I have them at home . I got a printer automated invoice and left the window , they gentleman who was called in to inspect the window said they could fix it regardless of the siding parts . I left and never heard back from C&C glass. I finally went back in person in June 2024. The same lady said she couldnt find my window but to give them a week or two . I did and she never called me back . I called them back and got a hold of *******.She looked into it and told me that they couldn't find the window and that was it . I don't know what to do now . I don't know if they have a security camera but if they do can they look at it to maybe find the transaction and see that I did drop off the glass window ? I was given a invoice but I cannot find it and when ******* looked up the window they the phone number , and address she didn't even see me in the system.

  

  Business Response

  Date: 07/10/2024

  Hi. This complaint is directed at the wrong company.  We are located in *******, our only location and not ***********  Here is the website for the company in the complaint. ************************. I hope they get their problem resolved. Again, we are not the company that you went to. Thank you.

  Customer Answer

  Date: 07/15/2024

  I do not know want me to do . It says nothing . 

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I purchased my home 5 years ago, and since that time have had issues twice with my windows. The first time was approximately 2- years after purchase. I contacted C&C windows (they installed the windows) who said it wasn't covered under warranty and charged me $150 for the repair, it was the inner metal frame off track that needed repair. For an additional fee they said they would check the rest of the windows. I declined. I asked if this was a common occurrence, this sort of repair. I was asked how often I open the windows since I moved in. I told them I had opened them twice. Fast forward to today and its the sash of the window I believe has separated from the window pane. I have a gap between the window pane and the wall. I spoke with ***** at C&C Windows who told me that as of 1/22 they no longer provide any service/repairs. I told her that it was a burglary risk, water risk. She told me that unless there was condensation they would not provide repair. I told her that if I sprayed it with a hose there would be condensation. She said that that doesn't count. She said if there was rain or a hurricane there would not be condensation. I was confused how she would even know this. I am shocked that they won't even take my money for the repair. I've lived in homes for multiple years at a time and have NEVER had any window issues. I don't believe I should have to replace windows in a home 5 years old? Is their product so bad that they won't even repair it? I was informed the windows are MI windows. I emailed the manufacturer of this window, left a voicemail for construction manager of the home builder in my area and plan to email him as well. Please advise if this is normal? Or who I can turn to please to rectify this situation. I believe the installer is responsible unless of course they are going out of business? This is such poor customer service! thanks!***************************** ************

  

  Business Response

  Date: 12/09/2022

  Hi there! I went back and listened to the recorded phone call between you and our employee *****. It seems as though there was a bit of misinterpretation during the phone call. She did explain that as of January of 2022, C&C is no longer doing out of warranty services for cosmetic issues and tried to provide you with a few points of contacts that do home repair services, as well as the manufacturer's customer care phone number. You declined this information. The issue you are having with the windows in question is a part that is for aesthetics only and does not act as a weather strip or form of security on the windows. It is to cover the harsh edges of the glass between the actual frame of the window and the glass unit. There is a glazing compound that is used to actually hold the glass into the window frame which is not what you are seeing. During the phone call, ***** was trying to discuss the only warranty left on your windows. The manufacturer will cover the cost of any glass for a period of ten years from the date they were made (but not cover the labor) if there is moisture build up or fogginess between the panes of glass that cannot be wiped off and is present 24/7. I am a little perplexed at the middle of your statement regarding spraying the window with a hose and condensation. There was never any mention of condensation during this phone call. The only statement in regard to using a hose to water test your windows is that ***** stated you must use a hose to simulate rain and not test with the full force of the hose in one area. Your window series is not designed to take on such water pressure, so that is what she was trying to explain. Again, no mention of condensation whether during a storm or not. You end your statement with asking how you can rectify the situation. ***** attempted multiple times throughout the phone call to give you information on who you can contact that does out of warranty repairs and the manufacturer's point of contact for customer care. At a point during the phone call, the line was disconnected (***** is unsure if you hung up on her or the line dropped); however, she did call you back and left a voicemail with the contact information for home repair companies and the manufacturer. I apologize you felt it was poor customer service, but ***** explained in the beginning of the phone call that this is not a type of service that we provide any longer and tried giving you multiple points of contacts in order to get the windows repaired. Thank you for taking the time to read our response and hope you enjoy the rest of your holiday season!