NuSash of Indianapolis
Reviews and Complaints

Windows look good, but their customer service is a big worry. We bought their windows, but when I called to ask about cleaning the outside of the sliding windows we got, I left a message. I never got a call back, so I called again. The phone just kept ringing without going to voicemail. Eventually, someone picked up but hung up right away. I tried calling again, but the phone just kept on ringing. Because their customer service is so bad, I don't suggest getting their products.

I had to put 1 star to leave this review, but I gotta say: Absolutely NO STARS! We got our windows installed by them in *** and they gave us a warranty saying it's good for as long as we own the house. Within a year, we started having troubles. One window cracked - another one, the crank out thingy broke (and it broke again) - the big picture window they installed started sagging. They did come to fix those problems, but they didn't fix 'em right and charged us a trip fee of over $150 - we had another company re-install the picture window - *** - and they did a great job. The other windows are all fogged up inside now, so you can't see through 'em clearly. I've been tryin' to get someone to come look at 'em for over 2 years now, but they just keep givin' us the run-around. Today when I called, they told me yet another story: they bought the business 10 years ago from the original NuSash, so they ain't responsible for past installs or purchases and won't honor the warranty we got. WHAT A JOKE! I'd be real careful doin' business with this place.

The gutter cover has a lip and don't let the debris fall off. It stays on the cover making it bow and needing to be cleaned by climbing a ladder.

My dad bought windows from this company with a lifetime warranty, but we're experiencing issues with leaking and condensation on multiple windows. We've tried contacting NuSash four times, but they haven't returned any of our calls. I even emailed them on May 24, asking for a response within 24 hours, but we haven't heard back. My dad is 89 years old and partially deaf, so I've been making the calls on his behalf, which is why my phone number is listed instead of his.

We got 4 windows that are foggin' up inside and they were bought and installed by Nusash in 2002 and 2003. The first 2 times I called in Feb, they said someone gonna call me back. I also called 2 times in March and no one answered so I left my info in a message and no one called back. I called today April 19 and the phone only rings one time and sounds like the phone is picked up and then disconnected. I bought a whole house full of windows from them from [protected] and there is a warranty on every single one of 'em. I don’t get why they ain't callin' back or takin' my calls.

Sorry, I don't have any detailed info at my fingertips, but here's a summary of what's been going on. We got some double-paned windows put in over 2 years ago. One of the panes got a failed seal, and now the window is all foggy and damp. According to the warranty, NuSash was supposed to replace the pane. A guy came out to measure the pane. Over a year ago, a team came to do the replacement. But guess what? The pane didn't fit (seems like they messed up the measurements before). The crew measured the original window's dimensions and said they'd order a window with the right size. Since then, it's been a game of phone tag. I know they have our order on record 'cause one of their guys called us once to ask a question. But since then, they haven't reached out and they won't return my calls.

In ***, we wanted to buy new windows for our crib. The warranty covered the glass that keeps the heat in, and they promised it would be defect-free. NuSASH also said that the glass would stay clear and not get all filmy. We coughed up $8,900 for the new windows and patio door. But, our sliding glass door started to lose its seal last year. We called up NuSASH and talked to a person named *** in February *** about our patio door. They gave us a bunch of excuses for not sending someone to check it out. Finally, *** came and measured the window. But now they won't stick to the original warranty and replace the windows.

We had NuSash put in for all of our 19 windows back in the fall of 2008. They have a lifetime warranty, so when we needed some panes replaced, we called. It cost $89 just to have ***, the service manager, come out to check and measure. They sent me a quote a week later for the "free" glass and installation. The 1/2 day job install job was almost $1,000. I declined their $200+/hour labor and asked to just order the glass and I'd install or have installed. I was told that would void my warranty to which I replied it would not. Nothing in their warranty says I must use them for installation. In fact, their installers are contractors and not even NuSash employees. I ordered the windows 3/10/22. I called again 4/26/22 and was told by ***, the owner, they didn't realize that's what I wanted, even after being told by *** on 3/10/22 he would have *** order them that same day. I asked for proof they have had been ordered. No such proof has been sent. Emailed ***, the service manager, on 5/31/22 with no response. I called again, 6/24/22 and again spoke to ***, the owner. He says they've been ordered but again would not provide any proof they had been ordered. Now says could take 4-5 months. It's been over 4 months since the windows should have been ordered. They either need to replace the glass or replace the 9 windows that are under warranty.

The two windows I bought and got installed by NuSash have failed. They have a lifetime warranty. On October 8, I contacted NuSash about one window with a failed seal. A NuSash worker called me that same day and said, "Yeah, the window is covered under warranty." They told me it would cost $59.00 for the trip from Indianapolis to my place, $129.00 to replace the window, and another $59.00 for the drive back to Indianapolis. That adds up to $247.00 to replace the window. I understood and agreed to it. The next day, October 9, another NuSash worker called and said an installer would come to my house on October 10 to measure the faulty window. The installer confirmed that the window was defective and needed replacement. They also mentioned that the window had to be ordered and that NuSash would need at least 50% of the $247.00 replacement fee that day. I wrote a check for $123.50 and gave it to the installer. The installer then said someone from NuSash would call me the next day to explain the next steps. I didn't receive that call. On October 23, I called NuSash to check on the window's status. The NuSash worker told me the window was ordered either on October 14 or October 21 and that it takes 3-4 weeks for the windows to arrive. They also said NuSash would contact me when the window arrives to schedule an installation date around November 11. I'm not sure about the exact date, but sometime after November 11, the installers called and said they were "20 minutes out" from my house to install the window. I had no prior notice of their arrival. When they arrived, they said the window wasn't measured correctly the first time and would have to be re-ordered. In the meantime, I showed them another window where the seal was starting to fail. They said that window would also need to be replaced. They measured the second window, and they said BOTH windows would arrive in mid-December. They assured me that they would call to schedule an installation date when the windows arrived. I didn't hear anything, so on December 23, I contacted the first NuSash worker for an update on the windows' status. They didn't remember who I was or what the situation was, but they took my information and said they would look into it when they got back to the office and would contact me in a few days. I didn't hear back from them. On January 21, I called what I think is the NuSash Customer Service number and left a voicemail message about the window replacement status. Again, no reply. On January 29, I contacted NuSash again to check on the windows. They explained that there was an unexpected situation that affected their company and that the company had been shut down for 4-6 weeks during the holidays. They said they would look into it and get back to me. But once again, I didn't receive a reply. On February 3, I called again and had to leave another voicemail message. In my message, I explained that I needed to hear back from them that day, or else I would contact the ComplaintsBoard.com to file a complaint. I finally received a call back that day and was told they would come back sometime between February 3 and February 8 to re-measure the windows. They said they would reorder the windows, and they should arrive in 2-3 weeks. They told me to call if I wasn't contacted by March 5. I didn't hear anything. Due to the COVID-19 situation, there was a gap between my last communication with them and my most recent attempt to reach out. So, on June 29, I spoke to a NuSash worker about my windows. They didn't remember me. I spelled my name very slowly and clearly for them and asked them to look up my information. I told them that if I didn't hear from them by July 3, I would contact the ComplaintsBoard.com for help, and then I hung up. I haven't heard from them. So, today I am filing a complaint to see if I can get some assistance in resolving this issue.