Complaints

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.

• Initial Complaint

  Date:01/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My Mother left an amount of money $2188 for installation of a door. She dis not really give me many details. I did not receive any details from Al at Seaway windows about monies that would be due when he contacted me. I told him I could not afford to pay any more money and the Estate had not been settled yet. He kept trying to negotiate with me about a storm door. Also Josh from Seaway kept calling me to schedule the door installation. I also told him that I could nor afford to spend any more money. I finally scheduled the installation after being contacted more than 20 times. Harassment. Nothing was explained to me about what the process was or that I would owe additional monies. Then they just sent a bill. I never made a contract with Seaway. I did not settle my Mom's estate until January 5 of this year. PA law says the Estate must be settled first. In addition any claim must be presented within one year of the contractees death. The door was not even completed until November 3, 2023.My Mother passed away 11/21/22. If I would have known they were going to bill me additional money I would have canceled the installment and gotten the money back. They also damaged the woodwork around the door. I have a picture that is available on demand. It is my opinion that since they never made a contract with me neither I nor the Estate owe them any money. It is well after the year they had to present a claim to the estate. They should have communicated details to me and that there may be monies owed. My parents used Seaway windows for many home improvement projects. I am VERY disappointed that they did not honor the commitment that my Mom displayed to them over the years.

  Business Response

  Date: 01/23/2024

  Our contract, dated August 2nd, 2022, was with *** ****** parents, and was for the removal and replacement of an entry door and a storm door. A deposit was collected at the time of contract signature, but a remaining balance remained as work had not yet been completed.  In early 2023, *** ***** informed us that her parents had passed away, and that she would still like to have the entry door installed. At this time she requested that we delete the storm door replacement from the contract to reduce the cost. We made this change. *** ***** *nformed us that she would contact us regarding installation once the matters of the estate were settled.
  

  In October of 2023 we received a voicemail from *** ***** stating that she wanted to schedule the contracted work. Installation was performed on November 3rd, 2023. In addition to the contracted work, we reinstalled the existing storm door per her request, at no additional cost.

  
  On project completion, our office personnel followed up to make sure *** ***** had received the final invoice and she informed us that she did not intend to pay, as the contract was not in her name. We attempted to establish a dialogue with her in order to reach a resolution, but she did not answer multiple phone calls and refused a certified letter. Given the absence of any response, we were left with no choice but to file a lien in order to recover the balance due plus applicable legal fees.

  
  We were unaware of any damage to the door frame as a part of the installation; however, we are happy to inspect and service any remaining issues according to the terms of our warranty, once the account is paid in full.

  
  While we are more than sympathetic to the loss of her parents, it is clear that *** ***** acted in bad faith by informing us that she wished to proceed with the contracted work when she quite apparently had no intention of paying for it. We remain open to negotiating a resolution, but as noted we have been unable to reach her by any means.

  Customer Answer

  Date: 01/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *****