Window Design Group

We are in the process of remodeling our home, and when we took the trim off the windows to repair our walls, we realized it was just simply that time to replace the windowsKevin was our sales rep who was absolutely amazing! He helped us get a great price on new windows and installationI would absolutely recommend this company for repair, remodel, or anytime you have a "windows" question

The homeowner has Milgard Window Warranty issuesMilgards Service Manager has been in direct contact with the homeownerWe have copied the homeowner on every email between ourselves and Milgard regarding their issuesThe failure of the Milgard product caused damage to their shutters that we had
provided to them as well, so we are warranty those items as wellThe Milgard warranted items must first be completed so we can install the new shutter product

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12232802, and find that this resolution is satisfactory to meThe business has again to the refund to my credit card as discussed The should be completed within the next 2-weeks.
Regards,
W*** ***

We are in discussions currently with MrB*** on installation datesOur office manager and MrB*** are now in constant communication

"The customer commenced the contract with our company for custom made productsUpon the arrival of the products there were some manufacturing errors, in which we expedited the remade itemsWe have remade items that were manufacturing issues, along with remaking items for customer satisfactionWe
have sent multiple installers, our installation technician, and our general manager out to the customers homeUpon the final installation once our installer left the customers home he received a phone call from the customer indicating that they had discovered a hair line crack in one of the panels to a shutterWe have reached out the customer multiple times to schedule an inspection of the issue so we can obtain photos and a warranty repair inspection logThe customer has told our installation division that they were out of town and could not be bothered at the moment for this inspection; which will be needed in order to fix any issuesSince then we have made multiple attempts to have them scheduled for an inspectionThe customer can reach out to our office any time Monday-Friday 8am-5pm (closed for lunch 1-2pm) and Saturdays 8am-2pmWe will stand behind any manufacturing warranty issues."Thank you, V*** ***VP Of Marketing

Worst experience ever!! I would never ever recommend these people to anyoneI don't think they even know what customer service isI placed the order back in Feb, and months later windows are still pendingNo one responds to emails or callsThe window guy came to install one window only to find out the size taken was incorrectWithout even providing the services and without my authorization they charged my card for the full amountThere accounting department is not even willing to reverse the charges so now I have denied the claim with the credit cardI don't know how they are still in business

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

We have been in constant communication with this customerSee below the email sent to the customer yesterday, stating our legal position based on their contractual agreement with our companyHOWEVER, the customers credit card as stated was refunded $We do not control the credit card
processing company and/or their banking institution regarding their time allowance before his refund will appear onto his accountThe customer should call his financial institution for their terms and conditions.
I wanted to highlight a section of the terms and conditions you agreed to when signing your contract:
"DEPOSIT: Buyer will pay 10% deposit/down payment plus 40% up front for the cut materials to start orderCustomer understands and agree at no time can this agreement be canceled as orders are manufactured specifically for customer’s home or officeBuyer will then pay 45% at completion of manufacturing and final payment of 5% at time of installation."
We refunded the $as a courtesy, but without looking at the contract right now I believe the total dollar amount of both orders was approximately $less the $discount already given5% of $is $So according to the terms and conditions you agreed to, and please check your contract to confirm everything I'm saying here, I'm legally allowed to charge $back on the card until installation is completed, but I won't do thatWe'll leave everything exactly the way it is and settle everything upon completion of install

Our buying power has allowed us to offer shutters from the top leading national and international companies as a privately labeled shutterWe offer shutters made from different
manufacturing plants located throughout the USA as well as China and MexicoAt the time of any in-home consultation, our customers are offered pricing from various shutter manufacturesThe product that was sold to this customer was through our China based facility as the price was within their budgetAt no point in time did we claim the purchased goods were coming directly from a US factory nor does our contract falsely represent our factories origin

I strongly caution anyone who is considering doing business with this company We should have checked the business reviews first - painful lesson learned We have never submitted a review of a company before, but intend to do so with this experience
We inquired about the replacement of two windows for our home and contacted Window Design Group where we had noticed their advertisement the Home Improvement Guide The salesman *** ***, made an appointment to come to our home To be objective, *** was polite and professional to answer all of our questions, we placed the order for the windows
We were told the manufacture process takes between to weeks before the windows will be ready for installation It was weeks before they were installed Well, we figured ok, not the end of the world, things happen On the arranged day of installation, the installer arrived who's name was *** He setup and immediately proceeded to remove the old windows One of the old window panes fell and shattered after removal - as it had been leaned against the house We realized after *** left that glass was everywhere - which we had to clean up ourselves Another old window pane shattered next to his trailer in the front yard Same problem, pieces of glass were scattered everywhere - which we had to clean up ourselves in that location as well
When preparing to install one of the new windows, I noticed a large crack on the corner of the frame - which would be facing the inside of the house After expressing our concern - he explained the crack would not have any effect on the performance of the window, and it would be covered up with molding trim *** commented he had seen windows arrive in much worse condition! I could not believe he made this comment to us *** took a picture and sent it in to the office - to which they replied and offered to discount the window by $if we had it installed We were in a difficult position - the old window was out, the new window was damaged Decided to accept the discount and have the window installed, bad decision The molding covering the crack now bulges out away from the frame In fact the other window has a similar problem with the molding bulging out as it does not adhere to one corner of the other window My opinion is their method to apply the molding around the replacement window is poor, as the molding is not firmly mounted to a complete surface We have contacted Window Design Group to have this repaired to our satisfaction Wish us luck, no response for a service date on this problem as of yet
Here is the kicker After the install was complete, we wrote a personal check for the discounted balance - and sent it with the installer Three days later, I noticed a transaction posted to our credit card for the entire (non-discounted) balance by Window Design Group Although we had written a check, Window Design Group had billed our credit card for the full amount - which we had not authorized! After contacting Customer Service and our salesman, ***, about this billing problem, they agreed to look into it and return our call Well, no return call from Customer Service or *** We had to call *** - who explained our check would be destroyed, and Window Design Group would be sending us a refund check for the discounted amount If this is what actually happens, it will be fair Stay tuned, wish us luck
Problem is lead time was nearly twice as long as we were told it would be One of the windows was damaged upon arrival The window was not inspected by the installer for damage before removal of the old window - we had to do that The workmanship of installation was shoddy The installer never layed a tarp to protect the carpet - we had to do that The mess from broken glass in two locations was never cleaned up - we had to do that The trim/molding on both windows is not sticking to the new window and bulges out We press the molding down, and later it comes up again This problem is unresolved, and we have yet to arrange a service date to have this repaired Window Design Group issued an unauthorized charge to our credit card when we had already paid for the full balance by personal check
In the beginning we were excited at the idea to get these windows replaced - as we had been considering this now for nearly years Well, Window Design Group deflated this excitement If you are shopping for replacement windows - we suggest you look elsewhere

Complaint:
I am rejecting this response because:As previously stated in my first response, Window Design Group fraudulently sold me shutters they said were made in America but were actually made in ChinaBusinesses committing fraud is a serious matterA state and federal investigation of such business practices is in order
Regards,
K*** ***

Complaint:
I am rejecting this response because:Original window replacement contract was for $10,000, but after several weeks of inquiries on my part I finally received a response stating that the job was underestimated and was going to be $20,for the same serviceThere was never a mention that additional work was required and that is why the cost was higherFurthermore, extra work of $1-is one thing but not an extra $10,In addition, every time I contacted to get information about what happened I was given the run around and promised by separate people that I would get a call back explaining what happened, however, each time I would call to follow up they would refer me to someone else saying the person I needed to speak to was not thereNot at any single point over the past few months has anyone taken the time to explain why any of this happened or even apologize one time for the delays and mistakes in pricingIn fact they have been extremely rude and in appropriate in their responses
Regards,
S** ***

The service provided by Window Design Group was better than expected! even though I am in a rented apartment, they were very fair on the priceI needed to replace the windows and I was 'shopping around'They responded very quickly to my request for a quote through emailI am very pleased with the service and communication provided by Chris! i'm very satisfied customer and will definitely contact them again in the futurewhen I have my own house! thank you!!

Hello, The customer was installed and signed off on the completion 6/26/We are not sure of any outstanding issues

Complaint:
I am rejecting this response because:ate
The statement from Windows Design Group is not trueThey did not manufacture the shutters correctly, that is the reason the french doors was not able to close properlyThe installers on the day of installation was aware of this, and confirmed the manufacture ignored the specifications and did what "what they wanted" toThe connection for the arch is off, this is not acceptable, when paying for products, the expectation is to have the connection be smooth when transition wood piecesThis was obviously a rushed job and of low quality The arch door cannot close properly, they bottom of the door exposes the light when both panels are closedWindows Design Group have stated they will not fix these issues, they cannot remake the shutters When the installer called, and I asked him if Windows Design Group will fix and addressed
all of the issues I've asked for a work order of items to be fixed, they said they "did not know" I responded "to get back to them" trying to get more information from their office staffIn short, they have wasted my time going round and round starting June and this is still on going I have an incomplete job where the shutters are crooked, cannot be closed and Windows Design Group does not
care or provide any solutions They are not willing to fix anything, publicly they stated they will fix, but they will not privately This company does not care about its customers or the product they sell
Regards,
D*** ***

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 mailThis 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*** ***

If the customer has an issues regarding their job they can reach out to our customer service team Monday - Friday 8am-5pm The customer has also been in contact with our General Manager *** Don several occasions by email and phoneWe will stand behind any warranty issues

Tyler the original installer is no longer with our companyWe are having a new installer out to their home ASAP to fix and adjust anything noted on the inspection reportTyler had gone back out after the inspection however according to the customer did not complete the work satisfactoryWe will
have the scheduling department reach out to them today to schedule the appointment

The customer is in direct contact with our CEOShe has been updated on the exact actions that are being followed to remake any issues. She is being handled

We have the shutter for the french door and the installations department has reached out to the customer for schedulingThe lawsuit was filed when the original product was installed exactly as the contractual agreement states and the customer refused to accept the items installedOur general
manager and the customer did come to resolution on their window structure vs the product they orderedTheir full payment is due on the project