ComplaintsforCoeur d’Alene Window Company, LLC

• Initial Complaint

  10/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We ordered and paid for two 2 sliding glass doors (with screens) plus delivery costs the third week of June 2023 with a delivery date of 4-5 weeks. We ordered multiple other windows plus delivery costs, in the third week of July 2023 with a delivery date of 6-8 weeks from when we ordered. The orders came in partial deliveries on multiple dates over a three- month period. Windows were broken, damaged or missing throughout the delivery process. When I called the Coeur d' ********************* *** I was told by one of their employees they were having problems with entire truck- loads of windows missing. The manager, ****** *****, claims to not know what is going on when he responds or just simply doesn't respond when asked. To date, we have not received the screens for the sliding glass windows and one of the 53 1/2 x 47 windows came with a faulty filler strip that needs replaced or the window needs replaced. We prepaid for sliding glass doors with screens and windows that are not damaged or faulty. If The Coeur d' Alene Window *** will not completely honor our purchased order or at least inform us of when they will complete our order then, we want our money back for the referenced items which are damaged or have missing parts.

  Business response

  10/19/2023

  To whom it may concern,
  
  Since this complaint was submitted the customer has received both missing screens as well as the part requested in the submitted complaint.It is our understanding that this issue has been resolved.
  
  Sincerely,
  The Coeur dAlene Window Company

  Customer response

  10/19/2023

   
  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,
  
  *********************************

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a full house of windows and two custom slide doors from this company. The order arrived on June 6, 2022 and that is when the installers realized not all windows arrived and most of the ones that did arrive were scratched on the frames, poorly painted, and one frame arrived broken. A Coeur d'Alene Window Co. rep came out and agreed the windows were so poorly made they were unacceptable to be installed. It took the company over three weeks to come pick up the faulty windows and Connor, the manager at the company, promised they would all be back next week. Two weeks later the windows arrived with half the order missing, even though we spoke to Connor before the shipment and he said all our windows were on the truck. Connor refused to return our calls in a timely manner to explain where our windows were at. Finally he said the rest of our order, including windows and two slide doors were on a truck on July 25, 2022. When the order arrived at the window supplier in ***** on July 27, 2022 the rep told us the truck drivers said the doors became loose en route and fell, breaking the frame on both the slide doors. In addition not all the remaining windows were shipped and we were still missing one large window and one small window. The or der was sent back and we have not heard from Connor or the company since. Coeur d'Alene Windows is now 8 weeks past their deadline of delivering the order we placed with them. This has caused a great deal of stress both financially and mentally on our family as we have been living in a rented trailer and hotels waiting for our windows to arrive so the rest of our remodel can be completed. The windows are halting the completion of our home and this company is refusing to deliver the product we purchased from them.

  Business response

  08/04/2022

  To whom it may concern,
  
  
  We have received complaint number ******** from ***********************************. As the Products and Services manager, which includes ***************** I have been Aleksandrs contact with The Coeur dAlene Window Company on this issue and would like to respond and explain what has happened so far and what we have done in response to this complaint. The issues on Aleksandrs order were first brought to our attention in early June. The customer informed us that when the protective wrapping was removed from their windows, they found that the paint had not been done properly. We offered to go back to our dealer and pick up these windows to bring them back to our shop for repairs, however the windows had already been picked up by the customer and delivered to the jobsite and the customer did not want to return the ********************* to the dealer to be picked up as he did not want to delay his project. We then offered to send a service tech out later to repaint the windows on site after they had been installed so there would not be a delay on their project, but the customer refused this option as well. 
  
  The customer did finally agree to us sending a truck to the jobsite directly to pick up the windows to be brought back to our facility and repainted/repaired, although it would be a couple of weeks before a truck would be able to go out to this jobsite as this was not our standard process. Once their windows were picked up we did attempt to get them repaired and shipped back to our dealer ASAP, but unfortunately due to the lasting effects of the global pandemic our shipping and production teams were unable to ship the entire order back on the first truck and unfortunately unforeseeable events caused some items to be damaged either before making the truck or while on the truck for their second redelivery. I have been in contact with ********* since we agreed to have his windows picked up and have spoken with him several times per week regarding his order. On 7/19/2022 I offered ********* a refund of $2,000 on his order due to the issues he was having on his order which he accepted.
  
  After receiving this complaint, I contacted ********* to give him an update on his remaining two windows and two doors. We have let him know that the remaining items on his order are due to ship out on Monday 8/8/2022 and should be arriving at his jobsite on Tuesday 8/9/2022. We also contacted ********* on Tuesday 8/2/2022 and offered an additional $1,500 refund which he accepted bringing his total refund up to $3,500 for this order. Assuming no unforeseen events prevent us from completing this order, the customer will have this complete order on 8/9/2022.
  
  Sincerely,
  
  Connor *****
  Products and Service Manager
  

  
  

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