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Ib of Brooklyn NY (05/12/08)
I read the response form us window factory, and decided to check if they have as they claim an exemplary record with the Better Business Bureau. I went to bbb.org and they have NO record with the Better Business Bureau. Having read the complaints it seems fitting that the responses are filled with lies.
Gary of Brooklyn NY (12/27/07)
I spent 15,000.00 on windows for my house and it is colder than it has ever been. There are drafts coming from practically every window, which incidently is the reason I bought new windows. When they were doing the job, they started in an area of the house which was not scheduled to be done and they had to put the windows back in place. Needless to say they did not put the windows back properly resulting in more drafts and air coming into windows which should not have been touched in the first place.
I have made at least 4 calls since December 12th, today being the 27th, and have been promised each time that someone from the service dept would call me back. To date no one has called me back. As expected I received plenty of calls when they were trying to make the sale but now that the job is done, I'm not as important.
I would not recommend this company to anyone and its too bad I already spent such a large amount of money with them. Surely they have done plenty of jobs and have had no complaints but the true measure is when things don't go right, what is the response. Thus far it is horrendous.
My heating bills will undoubtedly be higher since I have to pump the heat up much higher to counteract the drafts. I have also had to purchase an electric heater which will increase my electric bill in addition to the expense associated with the purchase.
Jay of Bronx NY (04/07/06)
This complaint is actually a repeat complaint that was never resolved. When renovating the upstairs space to my house, the contractor noticed a problem with the windows that had been installed. I had not noticed the problem because the upstairs space was unliveable until I decided to renovate. So, I had no reason to go up there. For one, most of the window's glass was cracked, and there was no obvious reason for this problem. Second, the rubber in the windows was coming loose.
After filing my complaint, I was contacted about this by someone who supposedly was the person to handle this issue and decide what could be done under the warranty. (I dont remember the man's name.) The contractor also spoke with this person, explaining the problem he observed. This person never showed up to investigate the problem, and was generally impossible to reach. So, I gave up.
I have noticed recently that most of my windows (I had about 20 installed) are having problems: there is this clear plastic that has come loose and waves between the windows, and the rubber in the windows is also expanding and coming loose. I dont expect US Window Factory to do one thing about this, because they were not responsive before. I would just like consumers to know about the poor quality windows they sold me and poor response to my complaints, even with their so-called warranty.
Kelly of Brooklyn NY (03/24/06)
We bought 12 windows in August or September Of 2003 and we got a price but had to sign contract right away if we want the price and if we price around and call back the price will be higher, I must also note the prices was NOT as advertised on the radio free 5th or 6th window and removal of the old window but the salesman told its all included in the price I know you can ask a lot of questions but please dont its advertising I made a few phone calls and tried to get prices and found some cheaper windows but I was told by John we will give you a life time guarantee on our windows I asked a few questions about the guarantee and we joked about it but he swore no gimmicks and no strings attached so I figured a few dollars more and a life time guarantee its worth it so I agreed to sign contract. He gave us some papers to sign and it was getting late so I told him read me fast what Im signing here he went through the paper work fast and said its basically legal stupid stuff and said Ill get the warrantee in the mail
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The windows were installed and a few weeks later as soon as wee moved in we had some small basic problems like some windows didnt lock and one window was very heavy and hard to open so we called for service and a tech came down and fixed some stuff and we got a bill for $80.00 so we called the office called the sales rep first they tried all sorts of excuses and finally they dismissed the bill, a few weeks later a part from the window track broke so we called our sales rep and told him the window broke its only a few week we dont want to be charged again like last time so he said he will come down and look, he came down and bent it a little and he said the window is holding lets avoid billing problems again so just leave it.
Now is two years later and the safety locks are dying out one by one so we called the office and they said they can send us new locks if they send a tech they charge for labor I called our sales rep to see what to do and he replied I cant help you, you had problems from the beginning I asked if this now what will happen to these window in four years??? He said I cant do anything its part of life, everything you get charged for I told him the only reason I took these windows was because of the life time guarantee, he said too bad so I said I will report your company as scammers and he said go ahead and banged down the phone.
I feel this company is getting away with falls advertising and not keeping the promises of life time guarantee you listen to these guys on WABC radio it really sounds like a legit company.
Michael of South Orange NJ (08/25/05)
Met with the most dubious salesmanm Lloyed Hersch who pressured me into signing a contract for windows. Indicated that I needed to sign now or his offer to install them at $19,000 would be significantly higher at a later date. I placed the order and gave him what he assured me was a refundable deposit of $990. Having come to my senses, I cancelled the order and was assured by US window factory that my dep. check would be sent to me shortly. AS fate would have it, the scoundrels cashed the check and told I'd have to wait 20 days for my money...Absolutely criminal! Their alleged customer service rep, Malinda was rude, abrubt and downright contencious...
I'm out close to $1k and I have to wait 30 days! Why? I cancelled my order before the check was presented to my bank! I have bank records to prove it...
Kevin of Oceanside NY (11/26/04)
I ordered windows on 10/3/04 with a 3 day money back guarantee if I canceled. I was told that if I wanted to cancel all that I had to do was call and cancel. Upon deciding to cancel i called and was told that I had to fax or deliver the cancelation form. I went to Staples and faxed the cancelation order on 10/6/04. to this time I still have not recieved credit back. The call i made to thier office was met with a rude response.
The credit card company still has not recieved a cancellation of the 500 dollar charge. The charge has been disputed.
Michael of Ocean Township NJ (12/06/03)
We ordered a complete houseful (12 windows and two sliding doors)of windows on July 23, 2003. There have been many problems right from the beginning, including not showing up on time, having the incorrect color of the aluminum to match outside (we live in a condominum), which entailed us taking another day off from work. And, bear in mind, every time they were scheduled to come, we had to remove all the window treatments and replace. When they finally arrived to install the windows, we were told the sliders were on back order and we'd have to schedule another day for them to install. After installing the windows, we noticed one window had a scratch on the glass and also a bent lifter. Two of the windows had broken seals, and a dresser in bedroom was gauged by a piece of aluminum. After many calls, they said the problems would be taken care of when they came to install the sliders. A month went by, and having heard from noone, we called again. They said the sliders were in and they'd be there on the 9/22/03. Again, window treatments were removed and we arranged to be home. The crew was due to arrive between 9 am and 10:30 am. At 9:30, we received a call from the crew stating there was a problem with one of the sliders and they'd be delayed and would arrive around 2:30pm. The arrived close to 3pm and proceeded to remove the old sliders and frames. They then realized that one of the frames was not the right size. (Bear in mind, there was a huge opening to the outside where one of the sliders had been.) Eventually, (after dark) two more crew members arrived with the correct frame. Also, they arrived without the replacements of the windows we had told them had proplems.
They were scheduled to come back the next day at 3pm. They arrived at 4:20pm. At this point we told them that the grids in the sliders were incorrect. There should be one vertical grid -- these have two. We must conform to the condominium association. Also, one of the sliders has the lock/handle on the incorrect side to open and close it. They said we'd have to call and re-order them again, including one frame which must be reversed. They did replace 2 of the windows that were a problem. There is still one to go (they had the wrong size for that one).
They denied gauging the dresser and took Polaroid pictures of same. We called and told the office of the NEWEST PROBLEMS. They said they'd reorder and call us. They also said there is no way the crew could have gauged the dresser, basically calling us a liar!
Here it is December 6, 2003 and we're still waiting to hear from them. We have called many times and spoken with either Denise or Sooty. They either put us on hold and never return, or say they'll call us back and don't.
Another problem we encountered on a windy, rainy day was water coming in the kitchen window. Obviously, that will have to be corrected, also.
We have written the President (Angelo Alfieri in Richmond Hill) of the Company twice. We have receipts that he received the letters, but we have never heard from him at all.
The total cost for this was $7,336.00. We gave them half in the beginning, but have not paid them anymore at this point.
These windows have a lifetime guarantee. If one cannot contact the company with their assurances of taking care of anything, how does a lifetime guarantee help???
This has been a nightmare for us and don't know where to turn next. Any help you can give us will be greatly appreciated.
Thank you.
Richard of Seymour CT (05/05/03)
The company told me there is a 4 week back log on installations. That was fine they were up front with the information. The installation itself was deplorable. Stanley stated to me the measusement were done incorrectly and the windows were too small. He said this after installing the first 3 out of 10 windows. He had to use large amount of shims to make the undersized windows fit correctly. In the finished basement the had to install pine boards to screw the windows to. When I went down to look the pine sticks out past the wall. I now have no way to install molding due to the pine not being installed flush. After 4 different phone numbers, I got to the inspector who agreed it was wrong and should be correct. He said I will have to send Stanley out to fix this on his day off It has been over a month since the inspector has been here.
I am now in a position where I am coing to have to hire a carpenter to come in and correct all the misteaks the installer made while installing my windows
Mary of Weehawken NJ (02/11/03)
I cancelled an order placed on 3/15/02. I put up 100.00 fully refundable deposit and I still have not recieved it. It has been 11 months. I have been told at least 10 times that the check is in the mail. I have been spoken poorly too and mocked by Rita and Angelo. Angelo claims that he does not have a boss/supervisor. I can't get any help with this matter.
I am out 100.00 with no windows or service to see for it.
Abhay of Edison NJ (11/23/01)
I had signed a contract to have a custom window to be made and installed. The date was October 21, 2001 and I had left a deposit of $2000.00 (one third of the balance ). The date of was set to measurement for the window was October 26, 2001. I took a day off from work, but the person never showed up to to measure. They called me and rescheduled it for 10/31/2001. The day befor 10/30/2001 the person named Richee calls around 6.30 PM and says can he come in now? I said it was fine so that the work can be started. The guy comes in at around 7.30 and takes the measurement. He then promises that somebody from the company will call in within a week to set up an appointment for installing the windows. To date (11/23/01) nobody has yet called me. I don't know what the status of my work is!
I've called number of times may be atleast 6 to 7 times. Everytime the first thing I am asked is my address and then the lady puts me on hold for next 20-30 minutes. After that they tell me that the windows are not ready yet and someone might call you soon. Initially they said that it usually takes 1-2 weeks after measurement. Now they say about 3-4 weeks.. I am still wondering whether my windows will ever be installed. This is the worst company I have ever dealt with.
I have left a deposit of $2000.00 paid by check on 10/21/01 which they very promptly cashed in. I could be spent this money elsewhere with other stuff which were also a priority for me.
Abhay of Edison NJ writes (11/23/01):
I had signed a contract to have a custom window made and installed. The date was October 21, 2001 and I had left a deposit of $2000 (one third of the balance). The date set for measurement for the window was October 26, 2001. I took a day off from work, but the person never showed up to measure. They called me and rescheduled it for 10/31/2001.
The day before 10/30/2001 the person named Richee calls around 6:30 PM and says can he come in now? I said it was fine so that the work can be started. The guy comes in at around 7:30 and takes the measurement. He then promises that somebody from the company will call within a week to set up an appointment for installing the windows. To date (11/23/01) nobody has yet called me. I don't know what the status of my work is!
I've called a number of times, maybe at least 6 to 7 times. Everytime the first thing I am asked is my address and then the lady puts me on hold for 20-30 minutes. After that they tell me that the windows are not ready yet and someone might call you soon. Initially they said that it usually takes 1-2 weeks after measurement. Now they say about 3-4 weeks. I am still wondering whether my windows will ever be installed. I have left a deposit of $2000.00 paid by check on 10/21/01 which they very promptly cashed. I could have spent this money elsewhere with other stuff which were also a priority for me.
Dicken of Ft. Lee NJ writes (1/19/01):
I had signed a contract to have a custom window to be made and installed. The date was October 23, 2000 and I had left a deposit of $1,250.00 (half of the balance ). The date of measurement for the window was October 25, 2000, which they came to measure.
The contract wrote that the window would be installed by November 25,2000. I've called numerous times (11/16,11/30,12/15,and 12/19) and spoke to an Irene in the installations department. She said the window was ready and would set up an appointment with me as soon as she can find the window and speak to the office in New Jersey. Finally, she said it would be best for me to contact the New Jersey office and speak to Sootie, who handles the installation. I've called Sootie on (1/8/01,1/10/01) and both times she said that she would call me back, but she never did.
Finally, she said that the window would be ready on the 17th or the 19th of January. Still didn't get a phone call.
I left a deposit of $1,250.00, which could be spent elsewhere. Emotionally stressed to be placed on hold and never getting a phone call.
These gentlemen should read the agreement they signed and see if the company is obligated to make the installation by a specific date. If so, and if the company fails to do so, they can take action in Small Claims Court.
The company responds (7/23/03):
Abhay of Edison N.J. filed her complaint on 11/23/01. Her job was
installed and completed on 11/30/03. Abhay paid U.S. Window Factory in
full and since that time has not had any problems.
Dicken of Fort Lee was given a full refund on 3/1/01
We install over 15,000 windows each year. We have an outstanding record
with all consumer affairs offices throughout the tri-state area. We also
have an exemplary record with the Better Business Bureau.
Unfortunately from time to time we do get a complaint. However at this
time we have no outstanding complaints.
Gene Orange
Sales Manager
Windows
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