Complaints
If Something Goes Wrong
We want to hear about it. This page explains how to complain, what we can and cannot do, and what to expect. It covers two kinds of problem: a problem with this website or our own service, and a problem with a window company you were referred to through the site.
What We Can Help With
We can look into:
- How we handled your request or your personal information.
- A phone call, text or email you did not expect or asked us to stop.
- Wrong or misleading information on the site.
- Trouble using the site or the form.
- A request that no company followed up on after you asked for a quote.
What We Cannot Do
Grand Rapids Replacement Windows is a referral service, not a contractor. We are not a party to the contract between you and a window company, and we do not control how a company works or what it charges. That means we cannot order a company to redo work, refund a payment, or change a price. We can, however, record your feedback, pass your concern to the company where that is appropriate, and tell you who else may be able to help.
How to Complain
Please send us:
- Your name and the contact details you used on the form.
- The date of your request, or of the event you are complaining about.
- A clear description of what happened and what you would like us to do.
- Copies of any messages, quotes or paperwork that relate to it.
Email info@grandrapidsreplacementwindows.com or call the phone number on our Contact page. Please do not send payment card numbers or other sensitive information in your message.
What Happens Next
We will acknowledge your complaint and look into it. We aim to send you a reply within [number of working days to be confirmed]. If the matter is complicated and needs more time, we will tell you why and when to expect an answer. Our reply will say what we found, what we have done, and whether anything further is possible.
If your complaint concerns a window company, we may ask your permission to share details with that company so it can respond. We will not share them without a good reason connected to resolving the issue. If your complaint is about a request you sent through the embedded Polyares network form, we may need to pass it to the network so it can look at its own records.
Disputes with a Window Company
For a dispute about the work itself, start with the company and the written contract you signed. Keep copies of all paperwork and messages. If you cannot settle it, there are outside places to turn:
- The Michigan Department of Licensing and Regulatory Affairs (LARA), where you can check a contractor's license and ask what complaint options exist.
- A state or local consumer protection office.
- The Better Business Bureau.
- A lawyer, or the small claims court that covers your area, for money you believe you are owed.
These organizations are independent of us, and we cannot promise how they will respond. ## Stopping Calls and Texts
You can stop texts at any time by replying STOP. To stop calls or to be removed from contact, email info@grandrapidsreplacementwindows.com. We will act on a stop request promptly. See the Phone and Text Consent page for more. If a window company has already contacted you, tell it directly as well, because it keeps its own contact records.
Privacy Requests
If your complaint is about personal information, our Privacy Policy explains your choices. You can make a request at the same email address.
Learning from Complaints
We keep a record of complaints and use them to improve the site and the way requests are handled. Making a complaint will not affect your right to ask for quotes in future. For how the service works and how we are paid, read the Referral and Marketing Disclosure.