Complaints for Thompson Creek Window Company in Lanham, MD

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

Customer Complaint

8/13/2025

We started getting mold around our windows that were installed by Thompson creek. Other windows in our home that they did not install are not having issues. They sent someone out to evaluate our windows on 7/29. They removed one piece of melt on one of the 15 windows installed and said it looks fine. We asked to have to windows removed to look inside. He stated that they would remove some of the windows on 8/5. On 8/5, sub contractors show up and the project manager is not here. The sub contractors had no idea what was going on. After a lot of back and fourth and being told different three different things by three different people from project management and not being able to directly speak with the project manager , they finally removed four windows. All four windows have mold around the window installation and on the metal. One window had a gap where when the metal was taken off we could see outside. We were told to send pictures/videos to the supervisor. They would review everything in 24-48 hours and get back to us with a plan. We did and heard nothing. I called on 8/7 to confirm they got the pictures. They said they didn't know and asked me to email them to them. I did and stated that I could not send the videos I email due to the size they stated that they would get the videos from their supervisor who I texted. Heard nothing. called on 8/12 at 8:00 am was told their were no notes in the file they would call. Called at 12:30 said in the notes job was completed. Resolution Sought To honor their warranty and properly reseal all windows and treat mold due to not properly being sealed

Company Response

8/15/2025

Thank you for forwarding Ms. Thompson's concerns for our review. We appreciate the opportunity to respond. First, we apologize for the delay in communication and for any confusion caused. While the photos Ms. Thompson provided were received by our team, they had not yet been uploaded to her file at the time of her follow-up calls. We regret that this was not clear to the representative she spoke with, as our management team has been actively working on her case since her initial contact. As Ms. Thompson is now aware from our recent call and follow-up email, our inspection found that the areas of concern are not the result of any defect in our window installation. Nonetheless, we are committed to assisting her in resolving the issue quickly. To that end, we have offered to: - Remove our windows that are in contact with the affected areas; - Allow Ms. Thompson or her contractor to address and clean the areas; - Reinstall the same windows once cleaning is complete, adding insulation and caulking as needed; - Maintain her full warranty coverage after reinstallation. We remain committed to working cooperatively with Ms. Thompson toward resolution and appreciate the Business Consumer Alliance's role in facilitating this process.

Customer Rebuttal

8/22/2025

Thompson Creek sent me a contract to sign before they will remove the windows. Within the contract it states that I have to sign off and acknowledge that the windows have been inspected and the water damage is not due to the installation. It also states that any alleged worsing of the condition as a result of removing the windows and any damage that is known, unknown or arises they are not a fault for. They have only removed 4 out of 15 windows they installed. We have no idea of the conditions of the other 11 windows. Furthermore, I do not feel comfortable signing something that I can not address issues that may happen during this process. I send a follow up email on 8/20 to address these concerns and question I have. I have not heard back at this time.

Company Final Response

8/28/2025

Dear Ms. Thompson, Thank you for your feedback on the agreement. I want to clarify our stance to ensure everything is clear. Our investigation of the four windows removed to date showed that the areas of concern are not coming from the window installation itself. If you would prefer to first determine the true source of infiltration before proceeding, we are happy to wait while you obtain assessments of other areas of your home. The agreement we provided is simply meant to confirm that Thompson Creek is not responsible for the conditions within your walls, which our inspection has shown are unrelated to our installation. At the same time, it reaffirms that we stand behind our work — we remain responsible for our installation and will continue to honor all warranty concerns now and in the future. In other words, the agreement does not limit your rights. It only clarifies that the current areas of concern within your walls were not caused by our windows. If you'd like additional time to investigate other potential sources of infiltration, please let us know and we will work with your timetable.

Complaints and Resolutions

Thompson Creek Window Company complaints