Window World of DC Inc

Per [redacted]'s contract he was responsible for having the opening ready for the installation of the patio door.  When we arrived at the  installation appointment for his windows and door, the opening for his patio door was not ready.   When his windows were installed,...

he paid  $2,000.00 of the $2,260.00 balance and kept the patio door on site.  At a later date, [redacted] had non-Window World personnel install the patio door.  He was charged $150.00 for the exterior trim, which we deducted from the invoice and applied to the 260.00 balance.  The remaining $110.00 balance we waived due to Window World not installing the patio door.  There is only a manufacturer's warranty on the door due to us not installing the door.  Please see the attached statement that was sent to [redacted] reflecting the above. 
Thank you.

We have reached a mutual agreement on this complaint. We are sending out one of our installers on 11/13 between 8am and 10am to install the screen. In the event that the screen doesn't fit, the customer has agreed to let us order a new screen and install it at no expense to them. Even though we have...

no record of the $30.00 payment, we have issued a refund in the amount of $80.00 for the inconvenience this situation has caused them. All parties consider this matter settled.

We have tried repeatedly to reach this customer but nobody has yet to answer the phone and we cannot leave a message due to a full voicemail. We ask that customer please provide us with another contact number. Thank you,Duane M[redacted]Operations ManagerWindow World of DC

Dear [redacted],I was just informed that the manufacturer sent us the wrong part yet again for your patio door service today!!! We sincerely apologize for this inconvenience.  At this point, we suggest getting a whole new unit custom made.  There would be absolutely not cost to you for this...

new custom door and we will only need a few hours of your time to install it. Please confirm this will be OK and we will have the manufacture immediately start building the new unit. Sincerely,Window World of DC, INC.Greg D[redacted]President

[redacted],   We have taken responsibility by taking action and offering solutions. We have also agreed to let you out of your contract. Per the contract that you signed, let me quote "Since this contract calls for custom made-to-order goods, it is not subject to cancellation, except as stated on this contract. Start of installation will be approximately 4 to 6 weeks from date of this contract, with work complete within 180 days." We are still well within the 180 days and attempted to install within 4-6 weeks. We are trying to address your concerns but you are refusing to let us resolve this. You have been offered a discount of $150.00 and refused. We have offered you a refund per your request and you refuse, we have offered to order the 2 windows instead of the 3 and refused, now I am offering you a refund with 10% interest from the date of deposit. I also want to point out that the contract states "From time to time, windows come in that don't fit properly or have a factory defect. Window World of DC, Inc. will re-order at no cost to the customer but the customer is not entitled to any refund or discount, nor will Window World of DC, Inc. be responsible for any missed work days the homeowner may incur." With all due respect, when we talked on the phone, you wanted to cancel the contract and this was agreed to on the phone before the Revdex.com complaint was filed. You also discussed this with our production manager Greg P[redacted] when I transferred you to him. Even in your rejection response toward the end you clearly state, "It was I who told them that they should cancel the whole thing with full and transparent intentions of reporting them to the Revdex.com". This is exactly what we are trying to do, cancel the whole thing but you will not allow us to do that. We consider this contract cancelled per your request as of our phone call on 5/28/2015 and confirmed in your Revdex.com complaint. We will gladly give [redacted] a refund but as I outlined above, every response we have offered to help resolve this has not been satisfactory even after we do as he wishes. These are custom windows, not home depot specials. From time to time, things do go wrong and as I stated previously, we reserve the right in our contract that you signed to fix these issues but you will not allow us to do that. Instead you wanted to cancel and we honored your request.  Sincerely,Duane M[redacted]Operations Manager[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and confirmed this morning that the funds have been returned to my account. This resolution is satisfactory to me. 
Regards,
[redacted]

Date: Wed, Aug 17, 2016 at 10:36 AMSubject: [redacted] Revdex.com complaintTo: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>We went Saturday and addressed this customers issues and consider this issue to now be resolved. I could not reply to her on the Revdex.com website.Thank you, Duane M

Reference our complaint with Window World of DC our check for $715.00 arrived today, thanks again for your help,
[redacted] and [redacted]
 
Reference our complaint with Window World of DC our check for $715.00 arrived today, thanks again for your help,
[redacted] and Nora...

Holt
Reference our complaint with Window World of DC our check for $715.00 arrived today, thanks again for your help,
[redacted] and Nora Holt
Reference our complaint with Window World of DC our check for $715.00 arrived today, thanks again for your help,
[redacted] and Nora Holt
Reference our complaint with Window World of DC our check for $715.00 arrived today, thanks again for your help,
[redacted] and Nora Holt
Reference our complaint with Window World of DC our check for $715.00 arrived today, thanks again for your help,
[redacted] and Nora Holt

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because: Window World said they are totally honest with us. The true is they continue lying in their response.
We would like to restate the facts and our position:
Window World is lying about the term of “180 days”
Our signed contract doesn’t have term of “180 days”. Window World sale representatives promised us window would be installed in 4 weeks, and the window world website promises “within 4-8 weeks”. Window World website screen shot is attached. We start to suspect Window World sale representative had deliberately taken out the term (if it presented), when he asked us to sign the contract. A copy of signed contract is attached. Window World told customer something when they want business, while said different thing after they got it. Is this an honest behavior? Who would sign the contract with Window World, if they told the customer that the project may take 180 days to complete? At least, WE DON”T!
On Nov 6, almost 5 months from contract date, Window World did not have all windows ready for installation and the windows were not correct.
Window World contacted us several times to schedule installation of partial windows. They sometimes said two windows and sometimes said three. Each time Window World staffs were not clear how many windows remained to be installed. We refused installation because we wanted all remaining windows to be installed at once. Window World is not going to compensate our missing working days. How many working days you want us to miss in order to get all windows installed? These were stated clearly in our previous response. However, Window World tried to manipulate our statement and made it sound like the 6 windows were ready for installation for a long time and we refused to install them. In his email on Nov 6 (attached) Gregory Panek (Window World production manager) wrote “I would like to wait to set a definite install date until all of your product is here and correct before we set an install date ”. it is very clear that at the least on Nov 6,  Window World still did not have 6 windows ready for installation, and the windows were not correct. From The contract date June 10 to Nov 6, it is almost 5 months. Window World not only denied their mistake in massing up the window count; but also tried to put the blame on us by saying we did not  allow installation. Is this an honest behavior?
Window World is not competent in their business, and we have concern if they have the capability to complete the project
Here are the problems with our windows: 2 double hung windows were misplaced by 2 single hung; 2 windows did not fit; 1 window got wrong shape and size (arch) and one window with defect grid. On 10/1/2014 Window World called us to set schedule installing the windows, but on 10/5/2014 they called us to cancel the installation and said they got wrong measurement again. Are we supposed to bear the financial loss again and again due to the mistake window World made ?
How much financial loss do we have due to delay of window project?
We cannot put house to market for sale or rent and lose money $2000 per month in average. We cannot remodel or decorate the house (curtain and painting). From summer to winter for 5 months some of our window were only temporally covered, which lead to high energy cost. Our window installation was delayed at the least for 3 months even if we take “8 weeks” from the promise given by Window World on their website (not considering  promise of ‘4 weeks” given to us by Window World sale representative) . Does Window World believe the $250 compensation for us is acceptable?
Our position:
We welcome Window World come to install the remaining 6 windows under the condition that they give us reasonable reimbursement to cover our loss due to their mistake and delay. We also want to revise the contract with clear term about the consequence of further delay by Window World if it occurs. We sincerely hope this issue can be resolved between Window World and us, However, by far we have not seen any genuineness of Window World in resolving this issue. If Window World continues misleading people by providing false statement, we will not respond again and will seek legal solution to the issue.Regards,[redacted]

[redacted] As far as I am aware, this was resolved back on 10/23/15 after our phone conversation and email exchanges. We even extended you a credit of $150.00 instead of the $130.00 you are asking for. I emailed you the refund receipt right after our phone conversation to...

j[redacted].com time stamped Fri 10/23/2015 6:32 PM.  I have attached a copy of the refund receipt that was in that email. I ask that this matter be closed since this was resolved 2 weeks ago and before the complaint was opened. Sincerely,Duane M[redacted]Corporate Operations ManagerWindow World of DCWindow World of Central ValleyWindow World of WinchesterWindow World of Fresno###-###-####

I'm happy with the whole Window World experience. Before leaving my house, one of the installers explained how the windows work and how to get replacements if ever nesseary.
Everything was cleaned up when the crew left. I'll use them again if I need more windows in the future.

Based on the last response, we feel we can get this issue resolved if you come into the office. I would like for you to schedule an appointment to sit down with senior management so we may work out a fair, sincere compensation.  I can be reached at ###-###-####.Sincerely,Duane M[redacted]Operations ManagerWindow World of DC###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:  We are not the one to violated the contract it is this company who did so fully knowing they never wanted to install windows. This company has violated the contract and must be as such called out for doing so.  The Company for many months has given us a runaround when they had no intention of installing the windows and as such we had to contact [redacted] to put hold on the advance until the company is forced to in writing respond to their contract violation which is under process now.  As sent to you earlier only once the company installs the windows now will they be paid else they will be taken action against.  Evidence of their 2013 payment invoice showing no payment is due was sent to you.   After three years if this company wants to make us responsible for their lack of process its not acceptable.  We still do not mind paying but we will release payment now once windows are installed else we will let DPOR take action.Revdex.com needs to mark this complaint as unresolved and notate that on the vendor records.Sincerely,
[redacted]

[redacted],Since there is already a front and back to the contract
already on file with the Revdex.com, there is no reason to send an additional
copy as per your request. You got exactly what you paid for us to do. It is also worth pointing out the back of the contract you signed clearly states "Start of installation will be approximately 4 to 6 weeks from date of this contract, with work complete within 180 days so we are clearly not in any sort of contractual breech.  We ordered the materials, came to your home, installed the gutters as outlined in the contract, and now you expect us to refund your deposit because you refuse to honor your end of the contract by letting us complete the installation.It is also worth pointing out the dates on the other documents you sent from the company that you decided to use to replace the work we had done. We all agree that the gutters were installed on 6/2/15 but the estimate you provided from the company that had to replace our work is dated May 19th, 2015. I can understand that since most people get multiple estimates but what I don't understand is the signature date. It is not clear and appears to be marked over. It is either 6/1/15, 6/3/15, or 6/7/15 that it was changed to. I do not know what your intention was but it is clearly altered.  As I have stated previously, we have up to 180 days to complete installation per the contract you signed, the unclear date on the estimate you signed, and the fact that we have no records contacting us to remedy this placed you well within breech of contract. Please pay us the remaining balance.Thank youWindow World of DC.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I totally had paid the materials and installation fees as WW contract. WW did not install the door then should refund the installation fee, all right? WW did not supply the exterior trim then should refund the $150, all right? It is the simplest calculation, why WW did it? Is WW respect and honor to their customers? 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Review: We are the owners of [redacted], VA [redacted]. We have ordered the windows and door with your estimator [redacted], and the 9 windows were installed on 6/8/2014 but the door is not. We discussed the cutting issue with the guy who measured the windows & door sizes before, then he said WW will cut the windows when installing. On 6/8/2014 WW contractor refused to cut the windows. At the same we text the message to [redacted] and request [redacted] and WW contractor to leave the exterior trim coil because we have ordered the exterior trim but they all rejected. Finally the door was not installed.

We hired another contractor to cut and install the door at the same time on 6/11/2014 because of heavy raining on 6/11/2014. Otherwise our house is in the flood because of big hole on the back wall.

We are requesting WW to refund the $150 charged for exterior trim right now. Please call me @ ###-###-#### for any question. I am looking forward to hearing from you soon.

Thanks a lot.Desired Settlement: Refund the exterior trim materials charged $150 to my credit card

Business

Response:

Per [redacted]'s contract he was responsible for having the opening ready for the installation of the patio door. When we arrived at the installation appointment for his windows and door, the opening for his patio door was not ready. When his windows were installed, he paid $2,000.00 of the $2,260.00 balance and kept the patio door on site. At a later date, [redacted] had non-Window World personnel install the patio door. He was charged $150.00 for the exterior trim, which we deducted from the invoice and applied to the 260.00 balance. The remaining $110.00 balance we waived due to Window World not installing the patio door. There is only a manufacturer's warranty on the door due to us not installing the door. Please see the attached statement that was sent to [redacted] reflecting the above. Thank you.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I totally had paid the materials and installation fees as WW contract. WW did not install the door then should refund the installation fee, all right? WW did not supply the exterior trim then should refund the $150, all right? It is the simplest calculation, why WW did it? Is WW respect and honor to their customers?

Regards,

Business

Response:

Please find enclosed the contract for nine

windows and 1 patio door for [redacted]. Please note that on top of the contract it states

that the customer will be cutting out the opening for the patio door. When we went to install the windows in June

the opening for the patio door was not ready.

He asked the installation team to cut the windows but they refused since

he was responsible for the opening. Also we did not know the status of the permit for changing the windows to a patio door. On

this date he paid $2,000.00 of his $2,260.00 balance. He did not call back when he had the opening

ready and request the installation of the door.

We did not know that the door was installed until his email on June 13,

2014. We credited his account $150.00

for the exterior trim labor and materials and $110.00 for Window World not

installing the patio door. He did not pay the $150.00 for the trim;

therefore, there is nothing to refund.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: It is a very cheap but no respect company

Regards,

Review: We signed contract with Window World on June 9, 2014. the sale representative from Window World You told

us Window World would install all the window in four weeks. It has been 5 months by now, Window World haven't completed the project. We have made more than dozen phone calls; each time Window World staff gave us different excuse, and asked us to wait. We waited through the whole summer, and now winter is coming. Our purpose to replace the windows is to improve energy saving. It trued out cost more energy. Window World workers used some materials to temporarily cover some windows, and they have been there for more than 2 months. Window World cannot deliver its service as it promised. Our family plan and activities were ruined. We cannot remodel, rent......as we planned.Desired Settlement: Compensation for the loss of delay

Business

Response:

We would like to complete the project. We have tried several times to get this resolved but the customer is

refusing to allow us to install the product they purchased. The customer

entered into contract on 6/10/14. Due to the windows being custom made for their home, we do our best to get all of our customers installed in a timely manner and pursuit to the contract that [redacted] signed, it clearly states "Since this contract calls for customer made-to-order goods, it us not subject to cancellation, except as stated on this contract. Start of installation will be approximately 4 to 6 weeks from date of this contract, with work complete within 180 days" On 8/6/14 we went out to install the windows. There was an issue with 5 of the 36 windows so only 31 windows were installed that day. Sometimes with custom items, these situations arise which is why we specifically state 180 days on the contract as cited earlier. From 8/6/14, [redacted] has been enjoying and using 31 of the 36 custom windows without making payment for the windows he is currently in possession of. Of the 5 windows in question, 3 windows arrived to our warehouse on 10/24/14 and the remaining 2 arrived 11/7/14. When the windows arrived, we immediately called the customer to set up installation for the remaining 5 windows but the customer refuses to set up installation unless they are given a substantial discount. Pursuit to the contract they entered on 6/10/14, it also clearly states "From time to time, windows come in that don't fit properly or have a factory defect. Window World of DC, Inc. will re-order at no cost to the customer but the customer is not entitled to any refund or discount, nor will Window World of DC, Inc. be responsible for any missed work days the homeowner may incur." Due to the fact that we value our customers and we certainly have empathy to our customers when these situations occasionally arise, we offered a $250.00 discount even though we are under no obligation to do. Our desired outcome is to install the remaining 5 windows and collect the balance due of $9589.75. This amount has the discount applied. I have enclosed a copy of the contract for your reference. Thank you

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]

I am rejecting this response because:

Review: I purchased 10 whole house windows which were installed the weekend of July 4th 2013. A crew of 2 showed up and it all went wrong from there as follows:

I am writing to dispute the complete charges, as well as a refund of all of the monies already paid. The reason for this dispute pertains to numerous issues, the most important of all is that: (1) The windows do not close properly; (2) They do not lock unless held or forced in place to lock; (3) There is a significant draft from each window when closed, so much so that with my old windows the heat was set on 68 and now in order for the house to get warm I have to have a setting of at a minimum of 72; (4) The kitchen window cracked (on its own) within 2 weeks of install; (5) Some of the windows are crooked and you can clearly tell by just looking at them, specifically the kitchen window and a guest bedroom; and (6) Screen in master bedroom fell out the evening of the install and it occasionally falls out on its own.

Additionally, the day the windows were installed we were tempted to cancel, which, in hindsight, we should have for the following reasons:

• The day the windows were installed a crew of two showed up four hours late. My husband had called Window World of [redacted] to find out where they were and were constantly told they were on their way. When the “lead installer” got there, he explained to my husband that he had to “go back to the office to do paperwork.” and that was the reason for his lateness, which we found unacceptable.

• The removal of the windows – rather than by use of a sawzall to “cut out” every window, they smashed every window with a hammer and pulled out by hammer. This resulted in so much broken glass that we saw for months. Also, a friend’s child had cut her foot (on the sidewalk at least 8 feet from where the windows were installed and my dog had cut her paw) and they were large pieces.

• I believe that by the unacceptable install and breakage of each window most likely resulted in the frame being messed up on each window.

Window World is aware of these issues and despite numerous calls, the window being replaced in the kitchen, someone coming out to pick up the rest of the glass, and most recently a “manager” named “[redacted]” from Window World coming into our house, nothing has been resolved.

Let me clarify further regarding the “so-called manager” [redacted]. He came into our home (with an installer) the Tuesday before Thanksgiving (11/26/13). Upon arriving, my husband [redacted] shook his hand and [redacted] asked him what was wrong. [redacted] said “everything”. At that point, [redacted] got aggressive in his attitude and they both proceeded to look at some of the windows.

[redacted] showed [redacted] that the windows shifted from left to right and how they did not lock. [redacted] advised him that the windows were being forced. He also stated that’s how the windows were supposed to be and asked if I had any other problems. I told him that the windows were drafty and that you can feel air coming from outside – he still admitted no issues. At that point I asked him hypothetically that if he was installing new windows in his house what he would be looking for. His reply was that they should look good and should lock. I asked [redacted] if there was anything else – he said not really. I was in shock that he failed to mention efficiency, so I did. He said no as to efficiency, so I replied that he is wrong and that both the government and I disagree and that efficiency is why the government allows tax deductions for efficiency-type home improvements.

After this I knew things were not good and [redacted] was not interested at all in helping to rectify anything. He asked me again if there was anything else, so I walked with him to the kitchen and showed him how this particular window didn’t shift since it was replaced and adjusted, but that there still was a significant draft and he still had his aggressive attitude. At this point I was really done. I put my hand lightly on his shoulder and told him it was time to go. This agitated him more than he already was. He started threatening me that he was pressing charges and was throwing his arms in the air (almost knocking an antique telephone off of my wall) and yelling obscenities. I told him it was absolutely time for him to leave.

He continued yelling in front of children and my family that had visited from NY for the holiday and I once again said its time for him to leave and put my hand on his shoulder again trying to get him to exit my house which he finally did. We both called the police.

When the police came into my house, they told me that [redacted] told them that I was drunk and belligerent. At that moment I told the police I would submit to a blood test. The officers both told me that they knew I wasn’t drunk or belligerent and that the story that [redacted] told them did not make sense. They also told me that they would be my witness in court if [redacted] pressed charges against me. I also showed the officers the problems with the windows shifting and the breezes coming through them and showed the temperatures using my heat gun.

I do not want anyone from Window World in my home if they send someone like they did and I am thankful that my husband was home, not just me. I have had anxiety, they have ruined my holiday and I now have to deal with windows that are so-sub-standard and higher heating bills. I am thankful that my husband was home to deal with this issue, but I refuse to pay for windows that were not installed properly.

I apologize for the lengthiness of this letter, but felt that you should know all of the facts with this company. I look forward to hearing from you. Thank you.Desired Settlement: I do not want any representatives from Window World in my home as they think that their products are great, when it is clear that each window is defective with cold blowing air in each room. I require a full refund so I can purchase new windows from a reputable company and will even call Window World to come and pick up their old windows.

Business

Response:

We have sent our installation manager with a manufacturer's representative and the crew chief of the install team out to inspect the windows and the installation. The only thing found as faulty in the product was a screen which has since been ordered and will be replaced as soon as it arrives in our warehouse. There were no installation problems or performance deficiencies found. Please see attached inspection report from the manufacturer.

In regards to the police being called, it was our production manager that initiated the call because he felt threatened. It is unfortunate this customer put his hands on our manager. This is the first time this has EVER happened. We are happy that the situation diffused itself, as this is not in line with our company image.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I am dumfounded as to Window World’s response. I standby everything that I had outlined in

my initial complaint. What they say upsets

me greatly – how do they say there were no installation problems when every

window was broken out with a hammer and pulled out. How do you account for drafts still coming

through my windows, specifically on certain corners of the windows, and this is

especially worse on windy days where some bedrooms are at least 10 degrees

colder (I am looking for windows that do

not feel like air conditioning).

Review: I signed a contract with [redacted] for five windows, on April 25, 2012. On April 30th, I called back and spoke to [redacted] about a sixth window we had discussed, so in total, I bought six windows which were installed on June 6, 2012.

Now the weather began to change, I noticed in the room (TV room) where I spend a lot of time in my comfort chair next to the window, I felt cold air on my arm in order for me to sit in that chair I had to put on a long sleeve shirt or move. I checked the other windows in the bedrooms and the air was cold there too; so I’ve added a second pair of curtains in those rooms and called Window World.

I spoke with [redacted] about this issue of cold air coming through the windows, he sent out a gentleman, whom I could barely understand, he turned a couple of screws and put some little white tabs in the corners of the windows (pictures attached) which didn’t do anything toward solving the problem; I could still feel the air and I told him so. He just shrugged his shoulders and gave me the service order paper to sign (service order). So, I wrote the comment about the windows being drafty and my dissatisfaction. I noticed on one of the windows condensation so I called about that issue, spoke with [redacted] (new management) who sent me a pamphlet on condensation, and said due to temperature outside/inside the house that could happen.

The windows are still drafty, and this time [redacted] himself came out, he took a couple of notes/pictures on his phone and left. Within a couple of weeks, two more installers arrived, one of them had a window pane which didn’t fit, he ended up putting the old window back in and placed one stripping across the bottom of another window in the second bedroom and then left.

I called [redacted] again about the windows and he suggested that I get a home inspector, which I did. At this point whenever I called, they would take my name and number, but no one called me back. So I called the corporate office and spoke with [redacted] (5/7/13) he told me to call the [redacted] who is the Operations Manager for that particular franchise, when I called, all I could do was leave her a message but within an hour, I received a call from [redacted] which I was able to tell him about the inspectors report (report attached) he asked if I could email him a copy which I did, a couple of days later he called back and said he could order thicker strips, today is May 29th and I have heard nothing from Window World or [redacted].

I have photos, the Home Inspectors report and others.Desired Settlement: Windows that are not drafty and better insulated, if not refund my money.

Business

Response:

We have gone to this property on the following dates to perform courtesy inspections and service September 21, 2012, December 14, 2012, February 6, 2013, and February 22, 2013. All the while maintaining to our customer that the windows air infiltration performance was performing as designed. The customer continued to complain, so we suggested a third party inspection service to do a very sophisticated thermal imaging of the windows. The conclusion was as we had suspected, that the windows were performing to industry standard and as promised. The customer's windows are under a lifetime warranty with us and we will continue to service her on other issues as they arrise regarding her windows, however, the air infiltration claim we think should be laid to rest based on the thermal imaging report done by the inspection service. Further, we are very disappointed that this has resulted in a complaint filed against our company, when it is clear by the number of service calls that we were striving to satisfy this customer.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I have yet to find someone to give me regulations regarding the amount of air coming in through brand new windows; and as far as the third party inspector (referred by [redacted], Management) his report (paid for by me) was low in all 6 of the replaced energy efficient windows, so am I satisfied with my purchase, NO.