Windows R Us - Pittsburgh

Review: Written contract with business to replace nine windows. Contract included replacing outside window trim at additional cost. Windows were replaced on 4/25/13. Trim was replaced but not sealed or caulked. On 5/6/13 I contacted ** to advise that window trim was not sealed. ** advised that should have been completed as part of the contract and advised me to contact [redacted] to arrange for installers to come out to caulk around trim to seal windows. I called [redacted] on 5/6 and she said she would contact the installers to have them come out. [redacted] called me back on 5/15 and advised the installers would be out on 5/21. On 5/22 I called [redacted] to advise that the installers had not come out. [redacted] transferred me to project manager, [redacted]. [redacted] advised that the installers were out and caulked the tops of the windows. I advised they had not caulked the tops nor the sides of any of the windows, and I could provide pictures that showed bare wood under the trim. I advised that the window trim is longer than 60 inches in length and the only thing holding the trim in place was one nail per side. [redacted] agreed to have the installers come out to seal/caulk all sides and tops of the windows. On 6/7 I called again and left a message with [redacted] since [redacted] was not in. I advised that the windows still had not been caulked/sealed. On 6/10 [redacted] called me back. I advised that the windows were still not caulked/sealed per our agreement and again offered pictures. I advised that I can easily pull the trim away from the window/house siding with my fingers and rain gets behind the trim. [redacted] asked for pictures. I sent pictures on 6/11. On 6/24/13 I called [redacted] again. [redacted] advised that he received the pictures and saw the issue with the trim and would come to the house personally to inspect so he could advised the installers exactly what needed done and would be out that week. Issue still not corrected. I called on 7/19 but [redacted] has not returned my call. Rain gets behind trim.Desired Settlement: I want a refund of $3134, the amount I paid. The trim is not properly sealed and water gets behind the trim and will cause damage to the windows and/or house. I have attempted to resolve this but the company representatives do not return my calls, nor do they follow up as promised. Due to the company's refusal to correct the issue, I wish to contract with another company to properly install windows and trim and correct the issues with the WindowsRUs installation.

Business

Response:

I am working with customer to resolve the problems with his install; this should have been taken care of. Unfortunately, I was not aware of this, someone in my office who handled this thought it was resolved we will be back in touch after we complete the repairs on August 31, 2013.

Thank You,

Windows R Us

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Windows r us uses false advertising to sell their windows their add stats any double hung window installed for $188 there is nothing stating that you must use low e glass or that there are other hidden charges I want the price that they advertised. Windows r us emailed me an estimate with all other charges I called and said I only want what they advertised and they said it's because of building codes in our county I called our county and they gave me Bethel park building inspectors phone # who said they weren't aware of any such code I then called windows r us in the north hills and they told me any double hung window installed is $188 the glass didn't matter it was the customers choice if they wanted to add that so I called the castle shannonn office back that I was dealing with and they said the north hills office is for a different county I said what does that matter because they had also told me it was a state of Pa. code and that they would sell me the windows for $130 each but wouldn't install them for the $188 they advertise in every flyer I get in the mail at that price also the sign going in to their parking lot is $188 I stopped at their store before I had them come and measure because I didn't want to waste my time or theirs and said I wanted there basic window no add ons and they told me the price would be $188 they came and measured and then said I had to get low e glass and that there was shipping and handling charges and clean up charges this is a scam to get in peoples house to push there product.Desired Settlement: install the windows for the price that I was told when I went to their store or quit the false advertising this is off of their website No Hidden Costs Or Final Invoice Surprises - EVER. also of there website Our windows start at $188 installed. And even when you select add-ons – which many of our customers do – the prices are still well below what other companies charge. We also do not bundle add-ons into our standard window and then charge you more for them. Our ‘menu pricing’ lets you select and pay for only what you want. I HAVE THEIR ESTIMATE THAT THEY GAVE ME AND THE PRICE IS $188 BUT WHEN I TOLD THEM I DIDN'T WANT ANY EXTRAS ALL OF A SUDDEN THEY HAD THESE CODES AND SAID THEY COULDN'T INSTALL ANY FOR THAT PRICE BUT WOULD SELL ME THEM FOR THE $130

Business

Response:

Dear Joyce,[redacted] states in his complain that the advertisement he received in the mail states no additional charges. Please review the enclosed advertisements that state, $188 includes basic window installation only, some options and labor may affect final price. This was discussed also between [redacted] and our Estimator when [redacted] received the writeen estimate. The ads also point out this is on double hung windows only. Included in the quote at his request is one 2 lite glider and one 3 lite glider, which by quote is a higher price as seen on the estimate. To address the issue of the low E glass and argon gas. There are codes and requirements by state, county and city of Pittsburgh that require the U Factor of replacement windows be .35 or lower to be installed in homes. A window without the low E and argon gas is a .49 U Factor. All of the claims on our website are true, we stand behind them.We also offer a lowest price guarantee on a competitive, same quality product. We are sorry Mr. [redacted] feels he has been treated unfairly, we are willing to work with him or price match an equal product We can also sell him these windows minus the labor charge of $30 per window, not $130 each as he states.Please contact me with any questions.Thank YouJohn M[redacted]###-###-####

Review: Contacted business on four separate occasions to have repair work completed after initial installation by the business. Repairs were required on new siding that was installed, siding came off the front of house, soffit and fascia were poorly installed. Initial installation was scheduled for the 2nd week of October 2013, and was supposed to take four days to complete. Work began 2nd week of November and was not completed until 3rd week of December. Workers did not have work order, borrowed homeowners personal equipment to begin work. After first day on the job site workers did not return for several days as they were completing other jobs at the same time, and personnel were on vacation. Once work was completed in December 2013 the owner was contacted and repairs were requested to be completed as the siding began to separate on the front of the house and the soffit and fascia separated and needed to be repaired. In January of 2014 owner of business was once again contacted to have repairs made to leaking rain gutters that were installed and siding on the side of the house coming loose. Owner sent same crew in Febraury to complete repairs. Owner was once again contacted on May 17 2014 to discuss poor workmanship and siding on the side of the house coming off. OWner has sent the original crew out to repair the siding and the crew came out on May 22 to look at was needed to complete repairs. Work foreman stated he would need two days to complete work as siding was not nailed properly and needed to be removed and re-hung. Worker stated his secretary would contact me within two days to schedule work date. Waited until JUne 4 2014 and once again contacted owner to discuss repair of siding. Owner sent out another representative from his company on June 2 to evaluate the repairs that were needed. Representative showed up and took pictures of house and discrepancies and said he would share with owner, and they would get back to me to arrange for repairs. Today I called to follow-up with no respon.Desired Settlement: Owner to repair house to home owners satisfaction within reasonable time.

Business

Response:

Dear [redacted]

This is regrading the phone conversation we had last week about [redacted] ID ( [redacted]). What we did was completely remove all siding and replace it with new one. Customer is 100% happy with everything that we did. Please see enclosed letter from customer.

Thank You,

Windows R Us

###-###-####

Terrible experience with this company. I had been looking to replace 6 windows and have one window slightly widened and replaced. Steven the salesman said he would complete my estimate and get someone to give a quote on the masonry work for widening the window by the end of the week. No one ever came and I didn't hear from him. I called him the next week and he once again said someone would be there in the next few days. No one came. I called Steven back at the end of the week and he said once again someone would be there. No one showed. We went back and forth like this for a month until I called the main office and they sent someone out that day although they didn't call me back, he just showed up at my door. A few days later Steven had an estimate for me which he gave verbally to me on the phone.....not cool. Never take a verbal estimate. And on top of that he only gave me an estimate for two of the Windows. When I asked him for the estimate on the remainder of the Windows he stated he would have to come back out to the house and look at them again. It was quite clear at that point that although he had measured the other Windows he never kept the measurements for that quote. Unbelievably bad service and as a result I chose another company. Your loss windows r us and please don't use them unless you want a poor experience. There's a reason why you can't find XXXXX's list orXXXX XXXXXXXX reviews on them.