Window Design Group

Complaint: 11511815
I am rejecting this response because:
Unfortunately once again there is a miscommunication with them. The complaint I filed with the Revdex.com is about the "WINDOW" not the french door. Not the french door shutters. The window that has nothing to do with Milgard. I have two issues with this company. I 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 clear. The window that leaked back in March. The window that Jordan came out three times to be measure. The 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 it. The 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, 2016 at 2:08 PM, <[email protected]> wrote:
Breanne,
 
I just got off the line with manufacturing and I am so sorry but the window is not loading until Friday 6/10 which means the window will not be in to our office until Monday 6/13 and at the point you will receive a call from installations department. 
 
Thank You,Tanya ext. 301PH: 800-577-0643FX: 805-426-3590 
<sigimg0>
Regards,
Breanne Jones

The customer and our management team found resolution and it has already been completed.

We advertise products made in the USA as we do offer many vendors that manufacture form the USA. We 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 from. Certain features offered can only come from that specific vendor. If 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.

Complaint: 11752401
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 China. Businesses committing fraud is a serious matter. A state and federal investigation of such business practices is in order.

Regards,
K[redacted]

Complaint: 11746984
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, 2016 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 conversation.Again I'm only interested in receiving the patio screen door which will complete my window and patio door package.
Regards,
A[redacted]

Complaint: 11708529
I am rejecting this response because:These items are being remade since June 2016 and the company rep told me that it would take 4-6 weeks; since then it's been at least 12 weeks and I tried to call and email Window Design Group since July and did not get any response.  $150 were given to me back on 03/31/16 for the inconvenience related to the installation of the whole order in the first place, which was also delayed as I explained in my first letter.  As I said, it's been 10 months since the order was signed.  The fact that the shatters in my house had to be "custom made" had nothing to do with situation - the WDG was aware of this fact and should have told me that the order would take longer time to finish; they lied to me to get the contract and there is no other way to see things.  They are trying to lie their way out of the situation again.By the way, the number of items they need to finish are 3, not 2; I just need WDG to know that to awoid another delay.  The items are #9, 10 and part of #11, order #O-7740.
Regards,
F[redacted]

So happy we used this company! A couple of weeks ago, we noticed that it was a lot colder in our daughters room for some reason. Come to find out, that the window had a giant crack and was off the track. Our daughter is only 9 months, so we needed to get this fixed ASAP. After talking about it with a few coworkers, we were referred to this company, so we decided to check it out! Our initial phone conversation was with Tanya and she was great! She completely understood the need for getting this fixed as soon as possible and sent someone out to look at it the same day. Brandon was the one who came to give us an estimate, and he was awesome. He told us what needed to be done, the cost and when they could do it. They did a WONDERFUL job, pricing was great and the way they accommodated us, really sets them apart. We can't thank you guys enough!

Complaint: 10624137
I am rejecting this response because: They continue telling things that are not truth. I do not know what she is referring about me being verbally abusive. The only time I talk with two people from their office was The manager Tony when I was  explaining  that I wanted the window to be fixed and continue with the installation but he did not listen the hall sentence  because he stop me and  told that he didn't had time to talk with me and  I will receive a letter from him.  and the other person is T[redacted] The first time I talk to her was when I call to complain about the first installer left the first two window unfinished  the installation because he didn't had the parts.  I call to tell her that I was unhappy  and also because I didn't know when they were coming back to finish with the installation . T[redacted] responded very aggressively  and told me that she did not know about the date, and what I was  trying is  to get out of the contract . The second time I talk to her was after I got my money back from the bank. she call me to tell me that the check didn't got funds I told her is not that I don't have the funds I toll her "I close the Acct. because you took the money with out my consent . The third time I talk with her was to threat me. She call me and told me yelling "I am  starting  a  sue against you right now  if I don't  pay me". I told her why should I pay if you didn't finish the job. I also told her 'all I want is to fix those windows and finish with the installation. That when she told me "I didn't know we had that option, let me call you back" She call me back and left a message, I don't think we can do that you don't like us.  Now tell me who is the verbally abusive? I tried to solve this problem but it seems llike they don't  want to do nothing about.
Regards,
L[redacted]

They were the best on price and were very quick. the guys were very easy to work with . they replaced 5 windows and what a difference !it give me more sunlight.
They were also accommodating my situation. I recommend to anyone who needs windows installation .

Complaint: 12198104
I am rejecting this response because: As of today 6/22, the shades installed are of wrong color, we requested off-white linen instead of purple, plus the shades in the media room are not matching in color and style, our sales Keith was supposed to follow up but he was in and out of the hospital so perhaps things were not followed through.Anyway, shades are wrong, as of now, and attaching emails exchange with the sales representative, indicating that we are still waiting for someone to fix the shades for the past 6 months.If Windows Design Group chooses to do business with such bad ethic, then just tell us directly that they don't really care about their customers or products that they deliver, that's fine, at least that's a honest reply and we all move on.Just don't lie that everything is up to our spec, because the products are wrong. 
Regards,
B[redacted]

The customer signed a contractual agreement with our company for custom window replacements. At the time of the city permits being pulled we were informed by the city that a structural engineer would need to be hired to commence the city permit approval. We informed the customer that additional...

charges for the structural engineer is above and beyond the contracted amount and an unforeseen expense as the contract indicates. The customer does not want to pay for the engineer.

Complaint: 10624137
I am rejecting this response because: They are not telling the truth.  I did not threw them from my house or yell at no body. I am not a violent person. The first time I agreed to comeback to finish the installation of the first two windows was after I had spoke with the manager Tony and he promise me that the window was going to be beautiful. He also told me that I did not have to put the other two windows if I didn't want them. After they finish the installation of the two windows, I told the installer to fix the other two windows so it won't happen the same problem as with the first two windows. The installer call his manager Tony, and he disagree and gave order to leave the windows at my house. I try to talk with manager Tony ,but he was not listening he told " I don't have time to talk with you will receive a letter from me". The letter never came instate he took the balance from my bank.  On 5/22/15 T[redacted] from their office call me first threaten me to swe  me if I didn't pay them now  I told T[redacted] that all I wanted was to fix the windows and finish with the installation.  She was surprise to hear that and told me "I didn't know we had that option, let me call you back". She call me back left a message "I don't think we can do that you don't like us".
Regards,
L[redacted]

Complaint: 10323991
I am rejecting this response because:
Every window company  i have talked to  says  a buyer would have  the 72 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 normal cancellation  i probably would have gotten them from your company 
Regards,
[redacted]

Hello, the customer absolutely received the exact product that was contractually agreed upon. The customer and the sales person had detailed conversations regarding their order and the sales person explained to them that the product is correct. The customer has not been charged duplicate charges. The customer has two separate contracts with our company. The charges are also correct.

All products are custom made and non refundable. The customer was contacted by our installation crew regarding the installation of the door, and refused to allow them to come out. We have the product and are awaiting a response from the customer. A preliminary lien has been placed on the...

property until the order is complete.

Complaint: 12232802
I am rejecting this response because it not accurate.  Our dispute involves getting a refund of almost approximately 5700 dollars for work that was never completed by the business (due to a number of issues).  The amount for the entire contract has been charged to our credit card, even for work not completed.  As of today, the business has agreed to refund the over-charge of approximately $5700. Once that is done, we will consider this issue resolved. That is all we are asking. 
Regards,
W[redacted]

The order for the custom made shutters are completed as far as the cutting of materials and the pre assembly . The shutters are made in the USA as promoted. We had sent out the following letter explaining the delay in detail (see below).  When the port items have been received into our...

warehouse our 24 hour (two shifts) production crews will complete orders immediately to ensure a quick installation date. We should have a better ETA for the customer within 2 weeks. From the remeasure date we are approximately 7 weeks into the custom made order, the contract states in the terms and conditions 5-7 week ETA,. Dear Valued Customers,
Window Design Group Inc would like to express our gratitude
for the order you previously placed with our company. As we value you as our
customer, we wish to acknowledge your expected frustration caused by the
extended delay in your custom made order. 
Please know that we share in that frustration.
Although we deeply regret the inconvenience, our goal has
been and will continue to be one of providing our customers the best product
possible. As you may or may not be aware the port delay has caused our company
several delay issues. Our components for our shutters (ie: hinges, louver pins,
staples, magnets) come from all areas around the world, unfortunately orders
are awaiting these items for final completion.
We feel the delay in the ports will cause a delay in the
arrival of your order for up to 7-15 days longer than the originally quoted ETA
date.
We truly appreciate your patience and understanding in this
matter.
http://gizmodo.com/why-are-these-massive-cargo-ships-trapped-at-29-u-s-po-16[red...⇄

Complaint: 10624137
I am rejecting this response because: They are not telling the truth.  I did not threw them from my house or yell at no body. I am not a violent person. The first time I agreed to comeback to finish the installation of the first two windows was after I had spoke with the manager Tony and he promise me that the window was going to be beautiful. He also told me that I did not have to put the other two windows if I didn't want them. After they finish the installation of the two windows, I told the installer to fix the other two windows so it won't happen the same problem as with the first two windows. The installer call his manager Tony, and he disagree and gave order to leave the windows at my house. I try to talk with manager Tony ,but he was not listening he told " I don't have time to talk with you will receive a letter from me". The letter never came instate he took the balance from my bank.  On 5/22/15 T[redacted] from their office call me first threaten me to swe  me if I didn't pay them now  I told T[redacted] that all I wanted was to fix the windows and finish with the installation.  She was surprise to hear that and told me "I didn't know we had that option, let me call you back". She call me back left a message "I don't think we can do that you don't like us".Regards,
L[redacted]

Complaint: 10412666
I am rejecting this response because:  The business is arguing the money is due because they state that manufacturing is complete, however they are still manufacturing the louver.  The louver will not be finished for approximately 3 weeks.
Regards,
[redacted]

Complaint: 11096427
I am rejecting this response because the plantation shutters are still incorrect on the 3rd installation.  I still have not received any responses back from C[redacted] or anyone at Window Design Group to discuss my issues to date.  Below is the latest email that I sent to C[redacted] today.
C[redacted],
S[redacted] and D[redacted] came today (January 30, 2016) to install the remaining sliding door shutters for the guest bedroom, dining room and living room.  As indicated in my prior email on January 15, 2016, which you still have not responded to, these shutters were missing the associated "frames/boxes" when S[redacted] came for installation last time on January 15, 2016.  Further, these were the shutters that had to be re-manufactured due to the original manufacturing error that occurred in October 2015.  
S[redacted] proceeded to install the guest bedroom shutters and noticed that the shutter panel sizes were incorrectly cut versus the purchase order; they were too large for the frame/box leading to the louvers not being able to be opened correctly.  He has taken pictures of the incorrect panels and will show you.  He also checked the dining room and living room shutter panels and noticed the same issues.  As a result, he did not install the dining and living room shutters and left the partially installed, incorrect shutters in the guest bedroom.  He indicated that the three sets of sliding door shutters will need to be re-manufactured again before they can be correctly installed.
To summarize my experience with Window Design Group which began in July 2015, I have waited 6 months for shutters where were to take approximately 4-6 weeks per C[redacted] back in July 2015:
1) The shutters were delayed 5.5 weeks due to an issue with the louvers machine part being broken,  
2) On the 1st installation date of 10/18/15, the shutters were incorrectly manufactured with tilt stick and 30/70 dividers when the PO indicated no tilt and 50/50 dividers, this error was across all shutter panels which led to the re-manufacturing of all panels that took approximately 12 weeks,
3) On the 2nd installation date of 01/15/16, the "frames/boxes" for the guest bedroom, living room and dining room sliding doors were missing. The confusion over whether the prior installer M[redacted] had left them at my residence or not would have easily been clearly up if someone would have called me before hand.  This led to further delay of waiting on the re-order of the frames/boxes of 2+ weeks.
4) On the 3rd installation date of 01/30/16, as I indicated above, the size of the shutter panels were incorrect and could not be installed.  Installer indicated that all remaining panels need to be re-manufactured again before they can be correctly installed.  He could not provide an estimate of time to re-manufacture the panels.
Through all of the delays, the customer service (or completely lack thereof) has and continues to be piss poor.  As I said before, with the exception of S[redacted], I have not received any email responses or call backs from you C[redacted], Cynde or anyone else from Window Design Group.
The incompetence of your plantation shutter manufacturing service is beyond shocking and the poor customer service is inexcusable.  The amount of time, stress and frustration that I have endured through this process is beyond that can be tolerated by a reasonable person.  As a result, I have no choice but to cancel my entire order (REF151[redacted]20) and receive a full refund of the $4,100 that I have paid to date.  I also want the partially installed, incorrect shutters in my guest bedroom to be removed by S[redacted] at his earliest convenience.
Please acknowledge receipt of this email and process my refund.  If I do not hear back from you this week and see a refund of $4,100 to my credit card, I will be filing a complaint with the California Contractors State Licence Board and also seeking legal action.
Regards,
Y[redacted]