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St. Albans Windows Manufacturing & Siding Company complaints

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2141 Maccorkle Avenue
St Albans, WV 25177-1928 | Get Directions

(304) 727-9363

https://stalbanswindows.com/

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Total Amount in Dispute:
$3,730.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Complaint Closing Statistics

1 complaints against St. Albans Windows Manufacturing & Siding Company closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against St. Albans Windows Manufacturing & Siding Company

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8/21/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $3,730.00 Amount Settled: $0.00

Customer Complaint

8/16/2023

1/19/2023 paid 1875 to order the 5 windows and on 2/21/23 paid remaining 1875 (required). Paid extra for windows to be covered in wood tone. They took care putting a dark caulk around windows. I had several other issues and they kept giving me excuses. On 7/11/23 they continued to me me excuses I told them I would other avenues which made them unhappy they did send someone and he found 2 windows that were hoved on the outside of windows and said he would also put putty where the wood around window was against the wall. I called company to see if order had been placed (the woman was on vacation and no one else could place the order) 7/20/23 after a few days that she should have returned I called and she said it will take 10 business days and if she didn't hear she would send an email and will let me know when she hears something she will call. On 8/9/23 I called to check on order. She was with customer and would call me back. As of 8/14/23 I haven't received a call. I was hoping they would take care of problems but I can see that have not changed. I need your help to resolve this problem that I have dealt with far too long. Resolution Sought Just fix the problems that I stated. They told me at installation the windows had a lifetime warranty. My patience are worn out. I hope you can resolve my problems. After past experiences they do Not plan on taking care of issues.

Company Response

8/17/2023

Hello - Two window sashes were found to be defective and need replaced. These windows are an ordered brand of window. We sent the company’s warranty Dept pictures of the defective sashes on 7-20-23 and are still waiting for a response. We are now contacting their corporate office directly asking for assistance in resolving this issue for the customer asap. We have had a 30 plus year relationship with this company and have found them to be very responsive to warranty claims...so the fact that the warranty Dept. has not responded yet a bit odd. Nevertheless, they are an excellent company and we expect there to be no issue in getting the replacement sashes. As soon as we have them in hand we will be out to replacement them. We have contacted the customer as of this response letting her know the latest.

Customer Rebuttal

8/17/2023

Consumer Update: I just wanted to let you know that it has been resolved, so you no longer have to follow it. Thank you for your help. ------------------------------------------------------------------------------------------------------------------ Consumer states: I received a call from the company, they told me they would take care of the issues they are just waiting on parts. Origanally I could not get them to do anyhting until I filed this complaint. I do not trust they will do as they said.

Company Final Response

8/18/2023

Again, we contacted the company letting them know of the defective sashes we needed to replace back on July 20th…we received this notice on August 16th. We apologize that the customer is thinking nothing is being done, but we have put in motion the necessary actions to get the parts. Hopefully to ease the concern of the customer it's worth noting that next month our company will celebrate 65 years in business. We have won BIV and BITT in our field of work for 21 years in a row from our states largest circulated newspapers. We have tens of thousands of satisfied customers…the customer should not worry. The issue is being handled and we are pursuing the company for the warranted sashes. The time it will take to get the parts is out of our control, but we are doing what we can to get them in asap.

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