Window Design Group

The customers custom windows are specifically designed and measured to fit their applicationsThe customer had a window that was down to the stud when our final measure technician took the size to submit into productionAfter arriving with the product the customer has claimed that their window does not fitThe window does not fit due to the fact that during construction the size had changed from when our technician took final measuresThey had added tile to the openingThey customer wants us to provide them a new free window when we have offered to provide a new window at our raw cost

Complaint: 11847374 I am rejecting this response because: The Window Design Group did contact me to schedule an appointment for repairs on Saturday, 12/3, between 8am-10am and no one showed up or called. I notified them on Saturday and have yet to receive a response. Regards, K [redacted] ***

When the customer commenced the original appointment with our company and upon the signing of the contractual agreement, our sales person honored a price match from a competitorAs stated on our website we do not offer more than one price match per contractThe installation was performed as scheduled and the final payment due according to the terms and conditions of the contractOnce the job was installed and finished the customer told our installers to have our office collect the CODThe installers are not allowed to leave the project without final paymentThe final payment was called in by the customerAll documentation has been submitted to the attorney to support our claim

The homeowner has requested to speak directly with our General Manger regarding their complaintsHe has reached out to them

Complaint: I am rejecting this response because:\ I placed calls with T [redacted] in Customer Service to follow up on two occasions, who said she was not authorized to communicate with me and that all matters are to be handled by TonyI have left two messages for Tony via T***, who has failed to return my callsThis was after the explanation that we were out of town for four days, and that the inspection would need to be held pending our returnIn view of the complete failure of operational performance, I consider it a perfectly reasonable position to request a delay after being let down by The Window Design group on over occasionsThere is a failure to acknowledge that months to deliver and install shutters is unprofessional, and that the crack detected was on replacement shutters that were supposed to be be fully inspected prior to installation for the second timeIt also fails to acknowledge the damaged floor and wall in the Master Bedroom outstanding for months that I am expecting to be repairedMy telephone number is ###-###-####, my mobile is ###-###-####The claim of multiple attempts is inaccurate, and points to a failure of internal communication once again at Window DesignIf the claim to want to contact me is evident, and you stand behind your products, I will be looking forward to a returned call from someone who is familiar with the case history and requirements as opposed to someone trying to give a bland response to the Revdex.com Regards, A [redacted] ***

This business is the former Window Fashion Pros who apparently went out of business and was purchased by someone else, (Cynde P.?) listed as principal ownerI bought windows from the former company with great warrantiesAfter many problems with installation, and one in particular with multiple problems that were not corrected, The same window has a failed grid nowThey are ordering a new window, but I have to find an installerI know the two businesses are the same because they have the same address with the Revdex.com, and I found the website where their franchise was for saleMaybe they have improved?

Complaint: I am rejecting this response because: Unfortunately once again there is a miscommunication with themThe complaint I filed with the Revdex.com is about the "WINDOW" not the french doorNot the french door shuttersThe window that has nothing to do with MilgardI have two issues with this companyI was kind enough not to bring up the french door that has been leaking since January because Milgard is doing its best to remedy the situation Let me be clearThe window that leaked back in MarchThe window that Jordan came out three times to be measureThe window that was supposed to be installed on May 26th between 8:00am - 10:00am and at 11:30am I was told they couldn't find itThe window that was supposed to be in their possession on June 13th Here is the correspondence about the window from Tanya: On Mon, Jun 6, at 2:PM, wrote: Breanne, I just got off the line with manufacturing and I am so sorry but the window is not loading until Friday 6/which means the window will not be in to our office until Monday 6/and at the point you will receive a call from installations department Thank You,Tanya ext301PH: 800-577-0643FX: 805-426- Regards, Breanne Jones

Complaint: I am rejecting this response because: Every window company I have talked to says a buyer would have the hour right to cancel which I did also your salesman never mentioned anything about about my right to cancel also said I could cancel and they would return down payment , it,s too bad you run your company this way very sad I just cancelled so I could do some research as to the way these were sold they were sold under a different name on bill and part numbers are for a different brand , but I was probably going to get them from your company but the way I got the run around it is hard to do business with your company I could only imagine if you have a problem with the windows after their installed , that being said if you had just done the cancellation I probably would have gotten them from your company Regards, [redacted]

Complaint:
I am rejecting this response because once again I have advised Window Design Group that I will only accept delivery of the patio screen door which will complete the window and patio door package. The order for the front entry door was cancelled when they didn't follow up with me about the status, as promised, on September 12, 2016.
The installation contractor contacted me on October 6, to schedule delivery of the front entry door and patio screen door. I advised the subcontractor that I would accept deliver of the patio screen door at which time he advised he would contact the company and terminated the conversationAgain I'm only interested in receiving the patio screen door which will complete my window and patio door package
Regards,
A*** ***

We have testimonies not only from our installers but also from varies office staff that refuse to be verbally abused by this customer. We have photos of the customer dragging the windows to her trash canWe also have photos of the windows that had been installed and look perfect, prior to us being thrown off the job. She even confirmed with our general manager that the windows installed were perfect, however she did not like the technique/knowledge ( years of window installation) used to install them, she believes she has more knowledge than the installation crew

Complaint:
I am rejecting this response because: On September 6, I spoke with a representative of Window Design Group who at the time needed to check on the status of the entry door as they had not yet received it and was assured someone would contact me by September 12, 2016. I advised the representative that if they did not contact by September then I want the order cancelled for the entry door. I was contacted on September 20, by the subcontractor to schedule delivery of the entry door and the screen door for the patio. I advised that they could deliver the screen door but that I had cancelled the order for the entry door. The subcontractor said they would have to contact Window Design Group. I called Window Design Group and advised once again that I didn't want the entry since it had now been more than three months since I placed the order and they didn't follow up with as promised on September 12. I was advised that if I didn't accept delivery a lien would be placed on my home. Subsequently on September 29, I received a "California Preliminary Notice for private works" via certified mail.This project was funded by the HERO Program and I was advised by a representative from the HERO Program that Window Design Group was pain in full August 15, claiming they had completed the project. This project is not complete at the very least I have yet to receive my patio screen door which is part of the windows installation. Additionally, I am being threatened with the possibility of a lien on my property when they are owed no money. At this point all I want is my patio screen door and a refund for the entry door that they have been paid for by the HERO Program and I cancelled before they had it in stock
Regards,
A*** ***

At the time of signing the contractual agreement (detailed contract along with detail window specification sheets per opening) the salesperson informed the homeowner that any existing products along with their alarm system would need to be taken down by the alarm companyHe instructed the
homeowner to call in front of him so he could assure that the alarm company and the home owner was aware of what needed to be done prior to the installation of their productWe clearly state in our contractual agreement terms and conditions that we do not take down existing products and that obstructions that prohibit the installation of the purchased product being installed must be addressed by the homeowner prior to the arrival of the new product

We are not sure about the claim of the sales rep lying about the deposit? Our contracts state (verbiage straight from CSLB) as to the 50% deposit required10% for the start of the order, 40% required once materials are cut, totaling 50%The customer was installed on March 7th and signed off on our
Installation Work Order Completion form, along with paying the remaining 50% DueWe have not received any phone calls from the customerOur phone lines are up from 9-Monday - Friday and 8-on SaturdaysWe have informed our head technician to contact the customer today and inspect any issues that may be present with the productThe vendor and our company will stand behind any manufacturing warranty issues

The customer refused the installation due to her trying to explain to our installers "how the windows should be installed"Our installers walked step by step with the customer exactly how we install, our company and our installers are licensed contractors and have been installing for 10+ yearsThe
customer spoke with our general manager after throwing our installers out and agreed to allow the installers to come back out to their home (different date/time) to finish the installationUpon arrival the customer again started yelling at the installers and through them out of the home. They began to drag their windows out to their trash can when we told the customer she purchased the windows and it product belongs to herAdditional fee's have occurred due to the customer not allowing the installation on two given dates. We are filling a small claims lawsuit for her balance owed

Complaint:
I am rejecting this response because:The in-home representative from Window Design Group, J*** ***, made it a point to inform me that her company is proud to offer shutters made in AmericaAs I was thrilled with that and told her it was a huge plus for Window Design Group, she continued to reinforce the made in America narrative throughout the appointment and handed me a company brochure that confirmed the made in America narrative (attachment) with no mention of manufacturing in other countriesAt no time during the appointment with Jenna did I ask for cheap or cheaper shuttersIn fact, I never mentioned a budget to Jenna because I did not have a budgetMy impression was that I was purchasing the top-of-line shutters offered by Window Design Group and all made in AmericaAt no time during my appointment with Jenna did she offer me cheaper shutters as an alternative to the top-of-the-line product, nor did I ask. For Window Design Group to claim they sold me a product knowingly made in China is an outright lieI turned down a lower quote from another company because the company expressly mentioned their shutters were made in Asia (attachment)The unscrupulous business practices of Window Design Group could very well be the reason the owners have changed the company name and address several times over the last few years to avoid negative customer complaintsWindow Design Group deliberately misrepresented the product sold to me as made in America knowing full well they were getting the product from ChinaThis action on their part voids any contract agreement
Regards,
K*** ***

I couldn't be happier with my new windows from the WINDOW DESIGN GROUP What a GREAT company!! From scheduling my first appointment to installation day everything was SMOOTH SAILING!! I would highly recommend this company!!

I wanted to take a moment to thank you and your employees for the superior job that your company performed on our homeWe had windows installed and new window shutters put in as wellWe had an extremely positive experience starting with our salesman, ***, and it was carried through by the window replacement installation crew, the window covering installation crew, and finally your office staffEveryone was cheerful, helpful, and took the time to keep us informed every step of the wayThe end result is a beautiful house that feels brand new!!! I wanted to make sure that I passed along how happy we were with The Window Design Group and I will not hesitate to recommend your company to our friends and familyPlease pass my gratitude and thanks on to all the wonderful people who made our home beautiful

We advertise products made in the USA as we do offer many vendors that manufacture form the USAWe offer several products including windows, shades, custom drapery treatments, blinds, entry doors and shutters. We offer products that include features and benefits that are specific from the vendors we order fromCertain features offered can only come from that specific vendorIf the shutters in question had 'hidden magnet system' that feature is offered through our overseas vendor. Quality is not an issue when it comes to this particular vendor as they are rated as one of the best in this industry. We have the product and can install at anytime

The customer did commence an order with our
company that was
manufactured incorrectlyThey had requested hidden tilt and received standard
tiltThe original installer is no longer working for our companyWhen the
remade product arrived out of production, the new installer on their project
noted that existing materials were not at the customers’ home as indicated by
the previous installerWe now need to reorder the product that is missing to
complete the installationOur office and the installer have kept the customer
completely updated on the situation and our attempt to resolve the issue as quickly
as possibleThis product is a custom made product and can only be manufactured
in the time frame warranted

This customer has a warranty issue and have spoken with our customer service agent SeanWe are trying to get the scheduled for the installation of the warranted product