Windows were purchased by Mrs. [redacted] in July 2013 for 23 windows total (22 in the home and 1 in the garage). Mrs. [redacted] wanted to have real wood windows, but be maintenance free on the exterior. After several quotes from other companies, Mrs. [redacted] decided to go with us for her windows using...
the Sherwood brand which is a vinyl window with real wood cladding on the inside. However, due to budget reasons, Mrs. [redacted] decided to only want to do half the windows in 2013 and the other half 2014. Since the windows were real wood inside the staining from two different years would not match 100% and we had a special from the manufacturer for free finishing on the inside. It was discussed to write up the contract as a whole for all windows. The customer would pay 1/3 deposit on the first set of windows, and the material only for the second set. We would then install the second set in 2014, this way the stain will match all windows perfectly. The first install went according to plan and the customer paid the remaining 2/3 balance of the first install. In 2014 however, Mrs. [redacted] decided to split the remaining project into two more installs for a total of three installs. Despite not being in our contract, we went ahead to help the customer and install the second round of windows. (This install we had two window installers). This time there was an issue with the trim around some of the windows not matching the trim on the front of the house. We informed Mrs. [redacted] we would remove and reinstall it to match. Also, a shelf fell off the wall later that night during a storm and broke some of her son’s trophies, which she felt our installers caused. We did offer her a discount on the project to help with the inconvenience. We then were trying to plan the final install for Mrs. [redacted] in the fall of 2014, however she wanted to push the install until after the holidays (Thanksgiving and Christmas) which we understood. During the time between the second install and third install Mrs. [redacted] called about one of her windows having the stain coming off. I went to the home to look at the issue and It appeared to be a film/ waxy nature on a small area that was not noticed before by either of our installers nor Mrs. [redacted]. I contacted my supplier representative and manufacturers’ representative, who set a time with the customer to meet on site to look at the window. They did note that the stain was not coming off, however, there was a waxy film (no idea from where) in a small area. The manufacturer representative decided to replace the piece of wood cladding. It would take some time to have a piece made up, prefinished, and sent to us. Once the item came in, an appointment was made with the customer and the piece was replaced. In January of 2015 the weather did not cooperate between the cold and snow, once again the customer wanted to hold off. Finally, in the Spring of 2015 we finished the install of the remaining windows. At the end of January 2016, Mrs. [redacted] called in with some issues of icing on her windows, she felt was caused by improper install of the windows which was allowing cold air to get into the area and freeze. She only noticed this when she lifted her cellular blinds that help keep heat in the home. When I spoke with Mrs. [redacted], I did inform her that with new energy efficient windows, if you have too much moisture in the home and do not open your blinds, this will cause condensation that can freeze on the windows since the window glass is colder than the house air. I contacted my supplier representative, who was also the one who went out earlier to see the issue with the other window stain. He asked the customer for photos before he went out. When my supplier representative went out in early February 2016 (took a little longer to try to get the manufacturer representatives schedule and the customers schedule to line up) he did also confirm that is was due to the house having too much moisture in it. It was noted that because of the ice, it did start to damage the interior stain of the window. My supplier representative did give Mrs. [redacted] a flyer that was published by one of the window manufacturers about moisture and was instructed to also lift her blinds a little to allow her inside air flow to get behind them more easily. Even though this is not a manufacturer’s warranty issue, I did go to bat for my customer along with my supplier representative and is having new sashes made to replace the damaged ones. The customer was instructed it would take about 6-8 weeks to get in. I did check with my supplier and the new sashes are due on the week of April 18th. Once they arrive, Mrs. [redacted] will be contacted to set a time for them to be swapped out. Our reputation has always been focused on customer service and apologize if Mrs. [redacted] doesn’t feel the same, but we have done everything possible to satisfy her.
Windows were purchased by Mrs. [redacted] in July 2013 for 23 windows total (22 in the home and 1 in the garage). Mrs. [redacted] wanted to have real wood windows, but be maintenance free on the exterior. After several quotes from other companies, Mrs. [redacted] decided to go with us for her windows using...
the Sherwood brand which is a vinyl window with real wood cladding on the inside. However, due to budget reasons, Mrs. [redacted] decided to only want to do half the windows in 2013 and the other half 2014. Since the windows were real wood inside the staining from two different years would not match 100% and we had a special from the manufacturer for free finishing on the inside. It was discussed to write up the contract as a whole for all windows. The customer would pay 1/3 deposit on the first set of windows, and the material only for the second set. We would then install the second set in 2014, this way the stain will match all windows perfectly. The first install went according to plan and the customer paid the remaining 2/3 balance of the first install. In 2014 however, Mrs. [redacted] decided to split the remaining project into two more installs for a total of three installs. Despite not being in our contract, we went ahead to help the customer and install the second round of windows. (This install we had two window installers). This time there was an issue with the trim around some of the windows not matching the trim on the front of the house. We informed Mrs. [redacted] we would remove and reinstall it to match. Also, a shelf fell off the wall later that night during a storm and broke some of her son’s trophies, which she felt our installers caused. We did offer her a discount on the project to help with the inconvenience. We then were trying to plan the final install for Mrs. [redacted] in the fall of 2014, however she wanted to push the install until after the holidays (Thanksgiving and Christmas) which we understood. During the time between the second install and third install Mrs. [redacted] called about one of her windows having the stain coming off. I went to the home to look at the issue and It appeared to be a film/ waxy nature on a small area that was not noticed before by either of our installers nor Mrs. [redacted]. I contacted my supplier representative and manufacturers’ representative, who set a time with the customer to meet on site to look at the window. They did note that the stain was not coming off, however, there was a waxy film (no idea from where) in a small area. The manufacturer representative decided to replace the piece of wood cladding. It would take some time to have a piece made up, prefinished, and sent to us. Once the item came in, an appointment was made with the customer and the piece was replaced. In January of 2015 the weather did not cooperate between the cold and snow, once again the customer wanted to hold off. Finally, in the Spring of 2015 we finished the install of the remaining windows. At the end of January 2016, Mrs. [redacted] called in with some issues of icing on her windows, she felt was caused by improper install of the windows which was allowing cold air to get into the area and freeze. She only noticed this when she lifted her cellular blinds that help keep heat in the home. When I spoke with Mrs. [redacted], I did inform her that with new energy efficient windows, if you have too much moisture in the home and do not open your blinds, this will cause condensation that can freeze on the windows since the window glass is colder than the house air. I contacted my supplier representative, who was also the one who went out earlier to see the issue with the other window stain. He asked the customer for photos before he went out. When my supplier representative went out in early February 2016 (took a little longer to try to get the manufacturer representatives schedule and the customers schedule to line up) he did also confirm that is was due to the house having too much moisture in it. It was noted that because of the ice, it did start to damage the interior stain of the window. My supplier representative did give Mrs. [redacted] a flyer that was published by one of the window manufacturers about moisture and was instructed to also lift her blinds a little to allow her inside air flow to get behind them more easily. Even though this is not a manufacturer’s warranty issue, I did go to bat for my customer along with my supplier representative and is having new sashes made to replace the damaged ones. The customer was instructed it would take about 6-8 weeks to get in. I did check with my supplier and the new sashes are due on the week of April 18th. Once they arrive, Mrs. [redacted] will be contacted to set a time for them to be swapped out. Our reputation has always been focused on customer service and apologize if Mrs. [redacted] doesn’t feel the same, but we have done everything possible to satisfy her.