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Business Profile

Windows

SoftLite Windows & Doors
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/17/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    We are a military family. Our house windows from SoftLite that were installed in 2016. They are under the life time warranty and every window installed on the first and second floor have mold growing on them except for 2. Since the windows are under a lifetime warranty, they need to be replaced. I had the company that installed them reach out to SoftLite and they have told me that SoftLite is not getting back to them regarding the issue. Our windows should not be growing mold on them. It is not possible to clean the area of the window where the mold is growing and therefore they need to be replaced.

    Business Response

    Date: 09/25/2024

    Thank you for providing the customers information.  To date we do not have any record of a warranty request from the homeowner or the Dealer that they purchased the products from.  The pictures submitted do not provide a clear indication of the warranty issue.  Our staff will reach out to the homeowner for additional information and assist with the Dealer to attempt to resolve as soon as possible.  

     

  • Initial Complaint

    Date:07/18/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    In 2004 my contractor installed all new Soft-Lite replacement windows in my house that came with a lifetime warranty from Soft-Lite. I have a copy of the warranty, Invoice #****** (attached). The seals in two of those windows have failed and the windows need to be replaced. About 4 months ago (in March 2022) I contacted the company to arrange to have the windows replaced. The company wanted the order label from stickers on the windows, but none of the windows have that sticker attached. The company said that they would have someone come out to measure the windows and that I would be responsible for the labor costs for installation of the replacement windows (consistent with the warranty). To date no one has contacted me about measuring and manufacturing those windows. I want the company to honor their warranty in a timely manner.

    Business Response

    Date: 07/29/2022

    Upon receipt of the complaint we have reached out directly to the homeowner.  We have an appointment scheduled for 8/2/22 to review the issue and resolve.

    Customer Answer

    Date: 07/29/2022

     Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********.  I await their technician inspection on Aug 2.  Do not close this complaint as at least 1 more interaction will be necessary before the problem is resolved.

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