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:08/08/2024

  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.

  The door to door ******** for this company have repeatedly ignored No Soliciting signs in an attempt to sell us their products. Ignoring these signs is a violation of law. They have come 3 times in the past six months despite being told we are uninterested every single time.

  

  Business Response

  Date: 09/23/2024

  To whom it may concern, 

  We are sorry to hear about your experience with Legacy Windows. We want to inform you that this is not a normal practice of Legacy Windows and would like to make sure you don't have this happen again. If you call into our office we have a system that we can add someone. Please give us a call and if we can take your address down we can add you to the DO NOT KNOCK list. 

   

  Thank you 

• Initial Complaint

  Date:04/09/2024

  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.

  On 8/16/2023 legacy windows had some installers replace two windows in my house one upstairs and one down stairs when finished I checked the upstairs window and looked great then went downs stairs to check that window notice a plastic bag on the stairs and didn’t think anything of it check the window looked great but then I noticed the windows weren’t as described by Markus i was upset but then I noticed in the basement room there was caulking on the concrete and then went up to the stairs to throw the trash away they had left behind and noticed there was caulking on the stair also I tried calling Markus because I knew that I wouldn’t be able to get it out and Markus gave me the go around and about 6-8 weeks later I found out he was let go I tried calling there office a few times a week and nobody would answer I ended up leaving a 1 star review so nobody would have to go through what I went through the about 2-3 days after the review Ely called me we had been talking since the middle of January 2024 he seem like he wanted to help I told him by that time it wasn’t coming out of the carpet and was likely going to need to be replaced he asked for a quote and I got one because they’re stairs and a split entry both sides needed to be done quote was aprox $1100 he asked if we could clean the carpet first and went through that got them clean and caulking is still in the stairs and now doesn’t want to do anything beyond that not even reimburse me for the damage done to my carpet

  

  Business Response

  Date: 04/24/2024

  Dear Mr. ****,
  

  Thank you for reaching out and sharing your concerns about your recent experience with our window replacement service. I understand how frustrating it must be to encounter issues with our work, and I sincerely apologize for any inconvenience this has caused you.
  

  At Legacy Windows, we strive to provide top-notch service, and customer feedback is invaluable to us in our continuous improvement efforts. I truly appreciate you bringing this matter to our attention.
  

  I regret to inform you that, as per our policy, we encourage customers to report any issues within a few days of installation to ensure a prompt resolution. Regrettably, several months have passed since your purchase, and no attempts were made to contact our office until we received your one-star Google review. Consequently, we are unable to offer a replacement for your carpet or cover the costs of the damage at this time. Had this been brought to our attention promptly, our installers could have taken immediate steps to remedy the situation. However, given the elapsed time and settling of the area, our options are limited. Additionally, upon receiving your review, we arranged for carpet cleaners to address the affected area. Unfortunately, despite our efforts, we were unsuccessful in restoring it to its previous condition. Therefore, at this time, providing further assistance within the boundaries of our current policies is our only recourse.
  

  Please know that we deeply value your understanding, and I personally apologize for any disappointment this situation may have caused. It's important to note that we've worked diligently to maintain a high standard of service, as reflected in our many positive reviews from satisfied customers.
  

  If there are any other ways we can assist you within the scope of our current policies, please do not hesitate to let us know. Your satisfaction is paramount to us, and we are committed to addressing your concerns to the best of our ability.
  

  Once again, thank you for your feedback. We appreciate the opportunity to clarify our position and hope to have the chance to serve you better in the future.
  

  Warm regards,

  Ely L****
  Owner
  Legacy Windows
  ###-###-####
  

  Customer Answer

  Date: 04/24/2024

  
  Complaint: ********
  
  I am rejecting this response because: Hey Ely I tried reaching out to your office day of install no one answered, I also tried reaching out to Markus and someone else from your office called me and said they’d follow up with me it wasn’t until I got charged the full amount and had no resolution Is when I left the one star review and that’s when you guys finally contacted me I was hoping to have it resolved before I got charged so yes I did try attempting to reach out to you guys and I kept getting the go around like I told you in previous emails when we first started talking it wasn’t up until just now that I started complaining it has been since the beginning

  
  Sincerely,
  
  ***** ****

   

  Customer Answer

  Date: 05/02/2024

  So I don’t have any emails or texts because they’d only call me and there office number never work and I actually read the dates wrong on 8/18/23 the installers came to measure windows, the windows were installed on 11/9 based on the texts I have I got a new a couple months ago and not everything transferred over but I knew I had talked to Stephen and Marcus I’ll send any info I can at the moment and anymore I can find 

  Customer Answer

  Date: 05/03/2024

  So this is what I have with Ely that started on February 1st the reason I took so long to leave a bad review was because Marcus and Stephen kept saying they’re waiting to hear back and kept pushing things out but at the time I thought things were being handled and then I got the statement form the loan company showing the full price without any compensation and that’s when I left the review and blew there office phone up until Ely finally contacted me the said he wanted to fix things so I thought it’d be handled but I only gave Ely’s texts because Marcus and Stephen were phone calls and I don’t remember there numbers and didn’t save them thinking I’d get taken care of but didn’t receive that from legacy windows 

• Initial Complaint

  Date:11/01/2023

  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.

  Legacy Windows approached us to replace windows on our home at a slightly discounted rate since we were willing to place an advertisement in our yard for a short period of time. On 5/2/2023, we signed a contract to replace 37 windows on our home. The agreed price was $61,000. The rep said the windows would be ready for install in 8-12 weeks and that they would be accountable for any damage to the paint, walls, and home related to the install. on 5/25, we paid $30,500 through a cashier's check to secure the order. On 6/27, we were told that 5 windows couldn't be built and received an amended contract reflecting a balance due of $16,500. On that day, we were told that the windows were shipping 7/27, and we could expect install in early August. Calling in early August, I was told that the windows were never supposed to deliver in July and that they would actually deliver in late August. On calling in late August, we were told they would deliver in late September. The windows finally delivered in early October (22 wks) and install took place on 10/6 when we paid the balance due less $1650. During install there was significant and notable damage to our home including paint damage, and holes and dents in drywall. Additionally, a massive window was removed and the replacement did not fit. We were told the window is on an expedited order and we could expect it in 2-4 weeks. At 2 weeks, we were told it would ship 10/30. On 11/1 we were informed it will now not ship until 11/20. The damage has not been repaired and the temp is below freezing every night. In every conversation with the company, there has been no urgency to correct the issues. I've been laughed at for being upset with the state of my home, I've been told that I just "don't understand" how manufacturing and shipping works, mocked for trying to get a resolution, and told they have no accountability for the damage to my home. The cost of repairs is greater than what I owe the company.

  

  Business Response

  Date: 11/07/2023

  The initial Contract was signed 5/20/23. 
  There were a few windows that we could not do. We were working with the manufacturer to special make them, but unfortunately they couldn’t. That’s why there was a delay so we had to take them off which was agreed to on 6/27/23. This was to make sure we could do the job correctly.  When it comes to manufacturing timelines we cannot control that. We can only go off the information they give us which they gave us that first estimated ship date, but then the timeline got changed. We were not happy about that either. The installers did make some mistakes on your particular job and we have been working with them to make sure that all your concerns and damages are taken care of. To this date they have come and fixed the damages that you mentioned. There is still a window that needed to be remade and when that arrives we will get that installed for you. 
  We are fully committed to taking care of all of our customers and we are trying to take the necessary steps to remedy the situation as we want you to be satisfied with the product and service. Also, we have given a discount/refund for the inconvenience/delays and have several texts thanking the installers for the work they did and the corrections. If there is ever anything you need please give us a call.