Jack's Wholesale Windows & Design

Initial Business Response / [redacted] (1000, 10, 2015/10/30) */ Contact Name and Title: Sandra [redacted] Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***@jackswholesalewindows.com I am sorry that Ms [redacted] is having issues with her windowsI am not sure what the issue actually entails but Jacks always does their best to stand by their installationIf the "leak" she is having is an installation issue we would be more than happy to take care of itIf this is a manufacturer issue meaning that the leak is due to seal failure that is covered under the manufacturer warrantyWe do have a manufacturer that we can get the glass for the customer at her cost and we would install the glass for free but she would have to pay for the glass OFFER: Get glass thru another manufacturer at customers cost and installing said glass for free Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The glass to replace one window is over $per the representative I spoke to one the phoneI have windows with same problemIt would cost me additional $plus to fix windows I paid over $forAgain I did not deal with the manufacturerI chose jacksThey chose the manufacturerI was given no other optionI am being charged for to replace windows that have a warantee but because that company folded jacks is no liable for the issuesIt must be nice to not have to stand behind your work becuase a company they chose not me foldedI put my trust in jacks and they did not follow throughI have no idea who the other company isI never even spoke to a representative from that companyI feel since jacks chose the company and never gave me an option they should be the ones to honor the warantee and replace my windows

Initial Business Response / [redacted] (1000, 5, 2016/03/15) */ I apologize for any inconvenienceThe Jacks Wholesale Warranty is for the installation of the windowThe caulking is a maintenance to to the window and that is not covered other than months from installationThe customer was informed that we were not sure if it was a caulking issue or if there was something else going onI explained to Mr [redacted] that the caulking is not covered and if we came out to the home and it was a caulking issue that there would be a service callWe try our best to diagnose the problems with the windows over the phone to try to spare any charges to the customerI explained to the customer I was not sure it was a caulking issue that there could be many things going on but we do ask that they check the window for making sure its locked properly and that they try caulking the window if there seems to be a leak around the outside of the frameThe caulking can last from months to years no one knows how long it will last but we always try to eliminate the situation so that there is no costThe customer was informed that we would come out and see what is wrong with the window and if it truly is an installation issue we would take care of of said issue with no problemIf the window was not locked properly or if it was a caulking issue we would have to charge them a $service feeWe will be more than happy to come to service the window as long as the customer understands the conditionsWe have gone out to many homes that the windows were not pulled up or locked properly and we try to avoid this so that there is no cost to our customerAll we ask is that the customer make sure the window is properly closed and locked, and that they understand if it is a caulking issue (which it may or not be) that there would be a chargeI am willing to set up a service immediately to fix the issue if the customer would like to call the office Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is not satisfactory due to the fact there are provisions underlying which still make us financially liableNo where in the contract or your website does it say your warranty is limited I will re-iterate again your website states "We guarantee that your home improvement project will be FREE OF INSTALLATION AND LABOR DEFECTS for the True Lifetime that you own your buildingUnlike most of our competitors (who want you to pay a trip fee, service fee and/or labor fee), ours is a NON-PRORATED warrantyMeaning - we will provide you with professional workmanship at no additional charge for any labor and installation defects - for the lifetime that you own your building." We would like for someone to come out and look at the window but do not feel we should be charged for anythingThe warranty is clearly stated in black and white and if it is not honored then Jack's is falsely advertising products and services Final Consumer Response / [redacted] (3000, 15, 2016/03/24) */ The service man did come to our home on 3/19/and did in-fact verify there was some neglect in the installation of the window He did re-caulk the window and did not charge us a service fee, we thought that fixed our problem It is raining in my area and once again the window continues to leak Final Business Response / [redacted] (4000, 17, 2016/03/25) */ I apologize again for the problemI will have the office call you to get our guys back out there

Initial Business Response / [redacted] (4000, 15, 2015/09/15) */ Contact Name and Title: Sandra [redacted] Manager I have spoke to the [redacted] and they are getting estimates on what it would take to get the windows reinstalledWe have spoke on them just buying the windows outright and having someone else reinstall them to their likingI am willing to give them the windows at a discount like we discussed at $I am awaiting them to get back to me with the estimates OFFER: To buy windows cash and carry no installationWe would give them the lifetime warranty on their windows from manufacturer and we would replace any parts for the windows that they needI would reorder the half round at our cost and they will have warranty on that window also Initial Consumer Rebuttal / [redacted] (4200, 17, 2015/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have asked for a full refundThey keep saying that is not going to happenThey can pick up their windows when we have new windows installed correctly from a different companyWe want a warranty from a business that will instill the windows all of them correctly and have lost faith in Jacks to correct any future problems we may have with their windows if they were to be left in and fixedThe cost of this to be corrected is 10,This was just not some minor mistakeThe installers knew they did not have the proper materials ordered to do the job correctly but did it anywayWe do not have the proper framing, no J-peg, excessive caulk around all windows, crooked windows, siding cut, missing screens, and a broken windowThe caulk that they used is already starting to split which is going to lead to water damage and mold because they did not install j-peg Final Business Response / [redacted] (4000, 19, 2015/09/25) */ Contact Name and Title: [redacted] Manager I have offered many times for them to let us clean up the installThey refuse to let my guys come out to fix the installThe salesman who sold these windows never put anything about the J channel and we have tried on many occasions to go back to the residence and put the j channel back on the windowsI agree that there is excessive caulk and that we need to reinstall these windowsI have asked them to let my crew do so with them over seeing it completely and they refuseThe windows they have in the house are all in great shape and are covered by the manufacturerI have no problem signing off on these windows to this customer and having them reinstall the windows with someone elseI was told they would get back to me on quotes for reinstalling and have never heard nothing from the customerI am more than willing to give them the windows at our cost plus a discountI have been in constant communication with customer and even gone to the property twiceI just want to make this whole issue be resolved but I cant just give them our windows, nor can I just take the windows out of the homeThere is absolutely nothing wrong with any of the windows and they are like I said still are under warranty OFFER: I will be more than happy to have the customer sign off on the windowsThey can have them reinstalled and they will still have their warrantyI will send manufacturer warranty to the customer as soon as this is agreed toI am sorry for all the inconveniences and hope that they understand that I cant just take the windows backI will be more than happy to offer them the windows at our cost plus an inconvenience fee subtracted from that amountI will again come to the house have them sign off of the windows and we both can part waysIf they will agree to keep the windows with the warranty that covers the entire window including frame, glass, and parts and accept our offer of the windows being $I would reorder the half round and I will order any parts they need for those windowsI will get them a refund of $from the difference of what they paid and for what the cost wasI want them to get their windows completed and I know they are not happy with Jacks but I assure you that the windows themselves are completely fine Final Consumer Response / [redacted] (4200, 21, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The offer from Jacks to refund the installation cost is unacceptableWe paid a premium price to have all new windows installed and part of that premium price was to have the piece of mind to have a lifetime warranty that would cover any future problems from a company that will stand behind their products as well as the installation of their products The window companies that I have contacted about getting the windows reinstalled have told me that they will only install and warranty windows that have been purchased from them I have an estimate for $10,from Terry's Discount Windows to replace all of the windows again

Initial Business Response /* (1000, 5, 2016/06/10) */
We do apologize for the problems that you are having with your Vista patio doorThe door itself is a good product and so is the frameThe problem that you are encountering is a problem with the wheels being bound by too much spray and
dirt/hair on the wheelsWe offered to order new wheels for you and you told us you would just replace the doorWe would be more than happy to replace the wheelsThere is no spray that will clean the track and wheelsYou must keep that area clean and dry as best as possible and not spray cleaners, or lubricators in or on the wheelsThe door itself will close easier with the wheels and track clean but it is a heavy double pane tempered door and it will always be heavy to closeIf you would like us to order new wheels and change them out please let us know

Initial Business Response /* (1000, 11, 2015/07/30) */
I am sorry to hear that you are having such a hard time with the windowsWe defiantly want to make this as pleasant for you as possibleRegrettably, one of our window providers went out of business years agoPer our contract that was signed
: "Seller shall provide a lifetime warranty against defects in the installationManufacture shall provide buyer with manufactures written warrantyThese warranties exclude from coverage damage of defects cause by abuse, modification not executed by the seller, improper or insufficient maintenance, improper operation, wear and tear under the seller, acts of god, riot, civil commotion or disorderSeller shall provide a lifetime warranty against defects in installation provided the buyer has paid the contract tin full and signed the complete form."
These types of things hardly ever happen to window companies,unfortunately it is not foreseeableSince the problem with the windows is an issue with the manufacture being out of business, we can not obtain parts that will match this widow for youHowever, we are able to get parts from our current manufacturer, for a small feeI am sorry for the inconvenienceIf you have any more questions, please do not hesitate to call
Thank you
Initial Consumer Rebuttal /* (3000, 14, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They need to come look at these windows there is Mold growing between the Panes which means the seals are no goodthere are air leaks in the winter time the last time they came out all they did is pack more insulation around the windows it did not take care of the problem and every time we have talked to them since they have put us off and we have had issues for too long the expense should not be oursIf someone comes to look at them they will be able to see better what I am talking aboutBut they tell us it will cost us to come look at them and that just isn't right eitherWe need to get this resolved before another winter hits or more mold grows
Final Business Response /* (4000, 16, 2015/08/12) */
Contact Name and Title: sandy *** regional install manager
We first want to apologize to the customer for any inconvenienceUnfortunately the manufacturer that made their windows is out of businessThe reason we would have to charge for the service call is because the manufacturer warranty is what covers the window itselfIn our contract under the handwritten portion there is a line about warrantyIt clearly states that there is warranties offered to our customers when they sign a contractOne is on the window itself that the manufacturer covers and our warranty for the installation of the windowWe can get glass for these windows thru a different manufacturer and we are offering them this glass at our costWe actually are doing the service of replacing the glass under our warranty at our cost
OFFER:
We would be more than happy to order the glass for the customer and the cost of $a glass does cover us coming out to measure the glass for the glass orderWe will again put the glass in under our warranty for free

Initial Business Response /* (4000, 15, 2015/09/15) */
Contact Name and Title: Sandra *** Manager
I have spoke to the *** and they are getting estimates on what it would take to get the windows reinstalledWe have spoke on them just buying the windows outright and having someone
else reinstall them to their likingI am willing to give them the windows at a discount like we discussed at $I am awaiting them to get back to me with the estimates
OFFER:
To buy windows cash and carry no installationWe would give them the lifetime warranty on their windows from manufacturer and we would replace any parts for the windows that they needI would reorder the half round at our cost and they will have warranty on that window also
Initial Consumer Rebuttal /* (4200, 17, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have asked for a full refundThey keep saying that is not going to happenThey can pick up their windows when we have new windows installed correctly from a different companyWe want a warranty from a business that will instill the windows all of them correctly and have lost faith in Jacks to correct any future problems we may have with their windows if they were to be left in and fixedThe cost of this to be corrected is 10,This was just not some minor mistakeThe installers knew they did not have the proper materials ordered to do the job correctly but did it anywayWe do not have the proper framing, no J-peg, excessive caulk around all windows, crooked windows, siding cut, missing screens, and a broken windowThe caulk that they used is already starting to split which is going to lead to water damage and mold because they did not install j-peg
Final Business Response /* (4000, 19, 2015/09/25) */
Contact Name and Title: *** *** Manager
I have offered many times for them to let us clean up the installThey refuse to let my guys come out to fix the installThe salesman who sold these windows never put anything about the J channel and we have tried on many occasions to go back to the residence and put the j channel back on the windowsI agree that there is excessive caulk and that we need to reinstall these windowsI have asked them to let my crew do so with them over seeing it completely and they refuseThe windows they have in the house are all in great shape and are covered by the manufacturerI have no problem signing off on these windows to this customer and having them reinstall the windows with someone elseI was told they would get back to me on quotes for reinstalling and have never heard nothing from the customerI am more than willing to give them the windows at our cost plus a discountI have been in constant communication with customer and even gone to the property twiceI just want to make this whole issue be resolved but I cant just give them our windows, nor can I just take the windows out of the homeThere is absolutely nothing wrong with any of the windows and they are like I said still are under warranty
OFFER:
I will be more than happy to have the customer sign off on the windowsThey can have them reinstalled and they will still have their warrantyI will send manufacturer warranty to the customer as soon as this is agreed toI am sorry for all the inconveniences and hope that they understand that I cant just take the windows backI will be more than happy to offer them the windows at our cost plus an inconvenience fee subtracted from that amountI will again come to the house have them sign off of the windows and we both can part waysIf they will agree to keep the windows with the warranty that covers the entire window including frame, glass, and parts and accept our offer of the windows being $I would reorder the half round and I will order any parts they need for those windowsI will get them a refund of $from the difference of what they paid and for what the cost wasI want them to get their windows completed and I know they are not happy with Jacks but I assure you that the windows themselves are completely fine
Final Consumer Response /* (4200, 21, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The offer from Jacks to refund the installation cost is unacceptableWe paid a premium price to have all new windows installed and part of that premium price was to have the piece of mind to have a lifetime warranty that would cover any future problems from a company that will stand behind their products as well as the installation of their products
The window companies that I have contacted about getting the windows reinstalled have told me that they will only install and warranty windows that have been purchased from them
I have an estimate for $10,from Terry's Discount Windows to replace all of the windows again

Initial Business Response /* (1000, 5, 2016/11/09) */
I apologize for the inconvenience and I will make sure someone calls you todayIf you dont hear from them please feel free to contact me personallyMy name is *** and you can contact me XXX-XXX-XXXXI again apologize
Initial
Consumer Rebuttal /* (3000, 8, 2016/11/22) */
I omitted the fact that when the doors were installed on 9/29/I paid *** - total of *** for the doorsI should not have paid until I got the screen - will know for next time, but certainly will not use Jacks again
Jacks called after I made this complaint, but again there are excuses as to why there is not screenI have had a relative in the hospital in Indy twice this month - but I didn't think I needed to be home for an outside screen door to be deliveredPlace the door on the tracks and you're finishedIt was supposed to be delivered the 16th but the delivery man was sickOn the 18th he had a flat tireI have not heard an excuse for today
Final Consumer Response /* (4200, 13, 2016/11/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, the door was deliveredThank youHowever, there is no latchThe installer didn't have the equipment to attach itSo, if my grandson is here he just has to give a little push and he will be outsideI have a pond, I don't want him to have easy access to it
I purchased this - did you have problems cashing my check? Why am I having problems with getting what I paid for? Do you treat all your customers like this?
Final Business Response /* (4000, 11, 2016/11/22) */
WE are delivering this door todayShe should have it by the end of business day today

Initial Business Response /* (1000, 5, 2016/03/15) */
I apologize for any inconvenienceThe Jacks Wholesale Warranty is for the installation of the windowThe caulking is a maintenance to to the window and that is not covered other than months from installationThe customer was informed
that we were not sure if it was a caulking issue or if there was something else going onI explained to Mr*** that the caulking is not covered and if we came out to the home and it was a caulking issue that there would be a service callWe try our best to diagnose the problems with the windows over the phone to try to spare any charges to the customerI explained to the customer I was not sure it was a caulking issue that there could be many things going on but we do ask that they check the window for making sure its locked properly and that they try caulking the window if there seems to be a leak around the outside of the frameThe caulking can last from months to years no one knows how long it will last but we always try to eliminate the situation so that there is no costThe customer was informed that we would come out and see what is wrong with the window and if it truly is an installation issue we would take care of of said issue with no problemIf the window was not locked properly or if it was a caulking issue we would have to charge them a $service feeWe will be more than happy to come to service the window as long as the customer understands the conditionsWe have gone out to many homes that the windows were not pulled up or locked properly and we try to avoid this so that there is no cost to our customerAll we ask is that the customer make sure the window is properly closed and locked, and that they understand if it is a caulking issue (which it may or not be) that there would be a chargeI am willing to set up a service immediately to fix the issue if the customer would like to call the office
Initial Consumer Rebuttal /* (3000, 7, 2016/03/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is not satisfactory due to the fact there are provisions underlying which still make us financially liableNo where in the contract or your website does it say your warranty is limited
I will re-iterate again your website states "We guarantee that your home improvement project will be FREE OF INSTALLATION AND LABOR DEFECTS for the True Lifetime that you own your buildingUnlike most of our competitors (who want you to pay a trip fee, service fee and/or labor fee), ours is a NON-PRORATED warrantyMeaning - we will provide you with professional workmanship at no additional charge for any labor and installation defects - for the lifetime that you own your building."
We would like for someone to come out and look at the window but do not feel we should be charged for anythingThe warranty is clearly stated in black and white and if it is not honored then Jack's is falsely advertising products and services
Final Consumer Response /* (3000, 15, 2016/03/24) */
The service man did come to our home on 3/19/and did in-fact verify there was some neglect in the installation of the window
He did re-caulk the window and did not charge us a service fee, we thought that fixed our problem
It is raining in my area and once again the window continues to leak
Final Business Response /* (4000, 17, 2016/03/25) */
I apologize again for the problemI will have the office call you to get our guys back out there

Initial Business Response /* (1000, 5, 2016/09/06) */
I apologize for the inconvenience that Mr*** has gone throughThe contract clearly states that the window was to be a tilt and slide two lite sliderI was not at the home of the time the contract was written so all I can go by is the
contractI myself had Mr *** come into the store and check out the lite sliderI am sorry that he is not happy with his window and would be more than happy to replace the window for him at costI do not recommend taking a window from our miss measures for those windows have no warrantyI will be happy to speak with Mr*** on costs if he would like to call me personallyI will make sure he gets the best deal I can give him
Initial Consumer Rebuttal /* (3000, 7, 2016/09/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You don't want to accept responsibility, Unless I pay more moneyI know that's how you run your business from talking to another neighborI'm not paying more moneyI was conned to believe by *** the salesman that just started working for your companyWho was barely trainedThat the tilt n slide was fast to open and YOU *** never told me to come and look at the slider window.,*** did ! And that was after *** saw that I was upsetAnd *** new that this window didn't meet any of my needs and *** was surprised that I was even sold this window that he knew was Complicated to openI am not paying for a window that never met my needsI WILL finish paying the balance when I receive the slider window that was promised by ***The tilt and slide is a more expensive window, the slider is a cheaper window and I'm willing to take the lossI was never shown a sample of this tilt and slide window that *** said would be fast to openI was connedI didn't get what I wanted to begin withI want what I was promised by *** which was a window that my daughter could open fastOtherwise I want A refund and we can set a date so you can come and take this window out and I will get a company that will stand behind its promise to install a window that's fast to openTake responsibility for your employee's (*** the salesman) mistake! It may have been unintentional It's a teachable moment but it shouldn't cost me more money! Please fix this as soon as possibleI have been waiting since May
Final Business Response /* (4000, 9, 2016/09/15) */
I again apologize for the inconvenience but unfortunately the customer signed off on a contract clearly stating the 2lite tilt and slideThe window is installed on his property and he has yet to finish paying the remainder balance due for this windowThe window is exactly what the customer asked forWe have tried to work with this customer and get him to understand that he signed a contract clearly stating this type of window and although it may not be what he wanted we would be more than happy to try to work a deal out for the window he would likeJacks Wholesale has done nothing wrong and has tried to work with Mr*** on getting what he wanted instead of what he signed forWe can't just give him a refund or replace the window for freeThe contract he signed has been met and although he might feel like we need to fix this, it is a mistake on his part not Jacks*** our installer told him that he could come look at the lite slider at the office and that we could probably work a deal with him to get a better price on the window he wantedI am willing to personally write up a new contract for Mr*** if he is willing to pay the extra cost of taking the old window out and installing a new window at his costI am sure Mr*** has a copy of the contract that he signed and that he still owes money onPlease contact the office and work with us to help you otherwise we do ask that you please pay your final balance
Final Consumer Response /* (4200, 16, 2016/09/27) */
Not Resolved..Buyer Beware!!! I finished paying for window but was not happyJacks wholesale window wanted me to pay for another window *** *** didn't take responsibility for his salesmen *** who misled meInstead they wanted more money to stay in businessI would have paid *** for a 40xbasement windowI would never do business with this company nor recommend them to anyone!!

Initial Business Response /* (1000, 10, 2015/06/16) */
Contact Name and Title: Sandra V*** Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@jackswholesalewindows.com
We do apologize for the inconvenience that Mr *** is experiencingMr *** did purchase windows from us on 5/11/
In the contract that Mr*** signed it clearly states that there is warranties that you get when you sign a contract with our companyThere is a lifetime manufacturer warranty thru the Manufacturer and a lifetime warranty thru Jacks Wholesale for the Installation of the windowWe as a company only cover the installation the Manufacturer which was Gorell covered any problems with the window including seal failureGorell was bought out by another manufacturer and that company filed bankruptcy against any warranty offered by GorellJacks Wholesale Windows stands behind our warranty which is again the installation of the window
OFFER:
We would be more than happy to get the glass for this customer from another manufacturerUnfortunately it is not covered and there is a cost to the glass that the customer would have to payWe would then install the glass for FREE under our warranty of the installation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Thank you

Good Morning:I am sorry that your so upset and definitely apologize for any inconvenience. The manufacturer of that door is *** and they were bought out by another company. The company Softlite is who bought them out and they DO NOT honor ***s warranty. When you purchase
windows through Jacks Wholesale Windows you get warranties. One from us as the installers and one from the company the manufactured your product. You still have your warranty through Jacks and it covers the install of the windows. The manufacturer is no longer in business so as a service to out customers we offer you glass replacement at the cost of the glass. We come out measure the glass and install for free but we do ask you cover the cost of the glass. The cost of a triple pane patio door glass is way above the cost that we are charging you. We actually charge $for that glass. I understand your upset but unfortunately we can't cover the glass cost of all of our *** customers. Please feel free to contact Softlite if you wish to speak to them about the glass. They can also get the glass for you but they also charge for the glass. If you have any questions please feel free to contact me personally.Have a great day Store Manager

Initial Business Response /* (1000, 12, 2015/08/17) */
Good Morning:
I am sorry for all the inconveniences that you have had to encounterThe mismeasured window is a mistake and unfortunately we encounter sometimesThe manager Andrew is no longer with our company and our installation office
has been revamped and we have new people in that departmentI am not sure what Andrew has promised you or why this has got to this point but I reassure you that I will do all I can to get your install completedI know that the mismeasured window should be installed as soon as possibleI will speak to the owner to see if I can give you an inconvenience but unfortunately we cant just take the remainder of the balance offI will be back in the office in Schoolcraft on Wednesday and will be more than happy to get you scheduled myself and again to try to get you that inconvenience fee
If you have any questions please feel free to contact me direct at number below
Sandra ***
Store Manager/Regional Installation Manager
Jack's Wholesale Windows
165th st
Hammond IN
XXX-XXX-XXXX
XXX-XXX-XXXX fax
Initial Consumer Rebuttal /* (3000, 14, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately after several months of no response and needing to put our home on the market as we no longer reside at this address, finishing the job is not an optionWe have already paid someone else to come out and finish the jobI believe that the initial payment of almost 1000, is well worth the hassle of having to deal with your company as well as the cost of the windows, and of course the fact we had have the job completed by someone elseI am glad to hear that you have filled the position with a new employee, however I dealt with several people over the course of the months and no one was eager to get my issue resolvedThus, maybe changing procedure overall will help your company to accommodate future customers more effectively; or at all to be more accurate in my case
Final Consumer Response /* (3000, 23, 2015/09/14) */
I never said the home sold! I said it is on the market and we no longer live there!!! We still own the home!
Final Business Response /* (4000, 27, 2015/09/17) */
Contact Name and Title: SANDRA *** MANAGER
WE HAVE TRIED TO CONTACT MS*** REGARDING HER INSTALL AND WOULD VERY MUCH LOVE TO GET HER WINDOWS INSTALLEDIF SHE CAN CALL THE OFFICE AT XXX-XXX-XXXX AND ASK FOR PATRICK WE WILL GET HER SET ASAPI UNDERSTAND THAT MS*** IS UPSET AND I AM WILLING TO GIVE HER A INCONVENIENCE FEE FOR ALL THE TROUBLE SHE HAS ENCOUNTERD
OFFER:
TO SET INSTALL AS SOON AS POSSIBLE AND TO GIVE HER $INCONVENIENCE FEE

Initial Business Response /* (1000, 5, 2016/05/05) */
We have sent a copy of the contract for this customer to you via fax
I do apologize for all the problems that Mr*** is having with these windowsWe of course stand behind our warranty, which is the installation of the windowsThe
manufacturer, who is Armaclad, are responsible for any problems with the windows themselvesThe problem that this customer seems to be having is between the interlocks on the sashesArmaclad has recently gone out of business and unfortunately there is no way to order parts or new sashes for himI am not sure why there is this problem but it is definately a manufacturer issue that we would have to refer to Armaclad( if they were still in business.)
As far as there being a *** *** that worked at Jacks I am sure at one time he was employed by Jacks, or more than likely a intern that we had from Western Michigan UniversityI again apologize for the problems he is having and we have done all we can do to try to fix the issue with the parts that the manufacturer had sent us at time of service
The only thing we can do is to try to put thicker weatherstripping into the windows and adjust them to see if this will workI again apologize but with Armaclad out of business are hands are tied as to what we can do to help the situation
Initial Consumer Rebuttal /* (3000, 7, 2016/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company spun me from the beginning of my problems if they had went to the factory when I repeatedly had problems and talked to *** *** my issues would have been settled years agoThey purposely delayed getting help from factory when they knew I need help.This was unfair practices by this business now I have windows with lifetime guarantee that is transferable from one home owner to the next that is as worthless as the windows and their wordThose windows were horrible from Oct of as soon as got cold out they knew it I sent videos, text, pictures, telephone calls In Dec of 2oI told them to caulk them shut or fix them because my furnace would not shut offThey prolonged this process refusing to return text an calls it should be on them for purposely delaying the process of warrantyAbsolutely no doubt they delayed the warranty process and should not get away with these corrupt business practices
Final Business Response /* (4000, 22, 2016/05/25) */
I again apologize for all that you have gone throughYou have yourself said that the windows are the problem not the installTHe windows leaking between the sashes is a manufacturer issue not an install issueI am again sorry but this falls on the manufacturerWe have been out several times and have even changed out some of the sashesI will be more than happy to send someone out for them to look at the windows, but you need to understand that if the windows themselves are at fault(like you have said many times) there is nothing we can do with the manufacturer no longer in businessI understand your frustration but unfortunately Jacks hands are also tiedWe cant be held responsible for the manufacturer issues or the fact that they went out of businessPlease feel free to contact me if you would like us to look at windows yet againI will again reiterate that we cant do nothing but put thicker weatherstripping in the windows
Final Consumer Response /* (4200, 24, 2016/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not impressed by the double talk in your responseNot only were the windows not put in correctly they had to be replaced and adjusted over and over, The original installer was not allowed back to my home and now because the windows don't leak as much when it's warm out you claim I state and other contractors state that they were installed correctlyDouble talk and inferior product and all you do is try to ignore the fact the windows have leaked since installation and That I was promised factory warranty since the day purchased and when I tried to get them here the factory for years all I get is double talkAny business worth it's weight would back up a product that has never performed correctlyBut that obviously would exclude your company as your salesman's word and any words from your company are fraudulentI only wish a class action law suit would shut down this corrupt businessBut then you know most people cannot afford a lawyer so you just keep on lying about your fabulous window that may well be some of the worst on the market

Initial Business Response /* (1000, 5, 2017/01/19) */
I APOLOGIZE FOR THE INCONVENIENCEUNFORTUNATELY WHEN A MANUFACTURER GOES OUT OF BUSINESS THEY VOID YOUR WARRANTYWE AT JACKS ONLY COVER THE INSTALLATION OF THE WINDOW NOT THE WINDOW ITSELFWE WILL BE HAPPY TO ORDER YOUR GLASS BUT THERE IS
A CHARGE FOR IT AND UNFORTUNATELY WE CANT GET ANY SASHES OR FRAMES FOR THOSE WINDOWSIF THE SASH IS BOWING AWAY FROM THE GLASS MORE THAN LIKELY IT IS THE SASH THAT NEEDS REPLACED AND AGAIN WE CANT GET THOSE PARTSTHE COST OF THE GLASS IS WHAT WE PAY FOR THE GLASS FROM THE NEW MANUFACTURERTHIS COST DOESN'T INCLUDE OUR SERVICE WHICH WE DO FOR FREE
Initial Consumer Rebuttal /* (3000, 7, 2017/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When the windows were sold to us the warranty was never broken down stating that the glass was the only thing coveredOne of the selling points that got our attention was the fact that if there were any problems with the windows they would be replaced free of charge and the warranty could even be transferred to a new owner in the even we sold our home, which we have notI guess we should have insisted they re-order every window in our home since they were not measured correctly and the installer had to get additional lumber to make them fit

Initial Business Response /* (1000, 10, 2015/10/30) */
Contact Name and Title: Sandra *** Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@jackswholesalewindows.com
I am sorry that Ms*** is having issues with her windowsI am not sure what the issue actually entails but Jacks
always does their best to stand by their installationIf the "leak" she is having is an installation issue we would be more than happy to take care of itIf this is a manufacturer issue meaning that the leak is due to seal failure that is covered under the manufacturer warrantyWe do have a manufacturer that we can get the glass for the customer at her cost and we would install the glass for free but she would have to pay for the glass
OFFER:
Get glass thru another manufacturer at customers cost and installing said glass for free
Initial Consumer Rebuttal /* (3000, 12, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The glass to replace one window is over $per the representative I spoke to one the phoneI have windows with same problemIt would cost me additional $plus to fix windows I paid over $forAgain I did not deal with the manufacturerI chose jacksThey chose the manufacturerI was given no other optionI am being charged for to replace windows that have a warantee but because that company folded jacks is no liable for the issuesIt must be nice to not have to stand behind your work becuase a company they chose not me foldedI put my trust in jacks and they did not follow throughI have no idea who the other company isI never even spoke to a representative from that companyI feel since jacks chose the company and never gave me an option they should be the ones to honor the warantee and replace my windows