Advanced Window Products LLC

We are aware of this situation, and in fact, our Installation Manager, Tracy N [redacted] , has an appointment to go to the customer's home this afternoonWe plan to rectify the situation and remake whatever is required to make him happy and satisfied with his purchase

Complaint: [redacted] I am rejecting this response because: The response provided is not a true representation of the actual interactionThe white interior with tan exterior was discussed with the salesman and at no point was it stated that this would require custom coloringA sample of the windows was provided by the salesman and the color scheme agreed toThe contract was signed based in the understanding of the colors provided on the sampleThis is a clear example of bait and switch in order to "close the sale." I Am not satisfied with this outcome and will contunue to make sure everyone knows of the shady tactics of this company and their unwillingness to resolve customer issues Sincerely, [redacted]

Dear Ms***,I apologize for the frustration you have experienced with our companyI appreciate the feedback and am more than happy to address and honor your requestsI have looked up your customer file, and I do show that a referral check was issued to you for $for referring ***
***That check has not cleared the bank, and it is from February I will go ahead and cut you another referral check and mail to: *** * *** *** *** *** *** *** ** *** USAI apologize for the inconvenience you have had to experience. I have in your file's notes that we completed your service on 3/15/for the screen doorI was not aware you still have service requiredWe honor our lifetime warranty and are very serious about it, and we are happy to service your job in any way neededI will have my service manager, Amanda, call you at ###-###-#### right away. I did want to let you know that the Revdex.com had not given me notice of this complaint until five minutes agoThey had a contact information for someone who is no longer in house at the companyThat is why it has taken so long for a response. Again, I appreciate your feedbackWe strive to keep our customers happy, and it sounds as though we have fallen short on performing to your satisfactionPlease let me know how else we can help you at this time, aside from the referral check and service issueI am happy to help.Thank You,Janetha G***Advanced Window Products

Please see attached documentation regard this customer's job. Our vinyl extrusion is one color solid color (white, tan, or dark tan) and if it is desired to be two-tone (one color on the interior, one color on the exterior), then a custom coating must be added to the contract. An interior/exterior...

note will be written on the color column on page 1, rather than one single color.  Additionally, the addendum (page 2) has Dark Tan marked, and the area for a premium exterior color is not marked and was not ordered. (Only the exterior can be a custom/premium color, as interior coating is not possible because the color will rub off when operating the windows, thus "Interior Custom/Premium Color" is not an option.) So, as seen multiple places on the contract documentation, there is not a premium color coating on the contract and the customer was not charged for this feature. The customer was only charged for dark tan windows, and at the time of install, nothing was stated about the windows being incorrect. The customer signed a completion form (attached) and signed off on payment for the contract (also attached.) The customer even wrote a remark in reference to satisfaction of the windows and installation, which is why I am surprised to see this complaint, as I saw this documentation for myself after the installation of the job. We are very transparent with our customers and all of our dealings. It is clear that custom coloring was discussed with the customer, as he was aware that it would be an additional charge to do so. This additional charge was not made, and the windows were built according to the attached contract. We pride ourselves on honesty and would never "bait and switch" a customer, which is why we have written contracts in place. If the customer would like to switch out the frames of the windows, we would be happy to do so at a deeply discounted rate, as we understand people change their minds after the fact, and we would like him to be happy with his windows. But as far as his actual contract goes, we have fulfilled what was contracted for.

Complaint: [redacted]
I am rejecting this response because: The response provided is not a true representation of the actual interaction. The white interior with tan exterior was discussed with the salesman and at no point was it stated that this would require custom coloring. A sample of the windows was provided by the salesman and the color scheme agreed to. The contract was signed based in the understanding of the colors provided on the sample. This is a clear example of bait and switch in order to "close the sale."  I Am not satisfied with this outcome and will contunue to make sure everyone knows of the shady tactics of this company and their unwillingness to resolve customer issues.
Sincerely,
[redacted]

Because this is a question of the conversation that happened at the initial sales appointment, Darren L[redacted], the Factory Representative for Advanced Window Products, has written up a statement of what occurred. I do want to reiterate that the entire reason we have written contracts in place is for situations such as this. Because there are several options available to customers, the only way to properly order something is through written contracts. We follow these written contracts, that have been signed by our customers, for this very reason.Statement from Darren L[redacted]:"When I arrived for my appointment with [redacted], I noticed his windows were the older aluminum bronze windows. As we sat and spoke about everything, I was explaining the differences in our windows versus other manufacturer windows. The conversation moved to color, and I explained I could do the bronze again, but it would have to be a coating over a white or light/dark tan vinyl window and the cost would be an additional $150 per window for the coating process. [redacted] didn't like that idea, due to cost, so I explained we can do a dark tan window instead, with no upcharge. I explained that this color had no upcharge because the vinyl was 100% extruded in this color. We offer three vinyl extrusion colors: light tan, dark tan, and white. It is a solid piece of vinyl and [redacted] never asked if it came in two-tone, nor did I say it came in two-tone, as it is not a possible option to offer a two-tone extruded window frame. I also had a corner sample (attached) showing him a section of the window. My corner sample has the white and the tan color present, but as you can see in the photograph, the white sample is white INTERIOR and EXTERIOR. The tan is tan INTERIOR and EXTERIOR. These two color samples are in fact welded together, for ease of transportation and presentation, but as the photograph shows, it does not indicate one color on the interior and another color on the exterior. I do not have a corner sample showing this, as it does not exist as an option for our windows. I also gave [redacted] a color sample piece that was completely tan (see photograph) so he could see the color he was ordering. We walked outside and looked at this piece against the brick, and he like it. He asked if there was an upcharge for it. I explained that the only time there is an upcharge is when a coating process is done, and because the vinyl is completely tan, there is no need to coat it. He then called and explained the bid to his wife, who was not present, and then confirmed to me that he wanted to go with the tan window. I wrote his order up, went over it with him, and he signed in multiple places. On Thursday, February 8, [redacted] called me and told me the windows were just installed and asked if I remembered how we came to the color choice, and it the windows were supposed to be tan or white on the interior. I reminded him that he didn't want to pay for the coating process (as he mentioned in his initial claim) and that he had chosen the completely tan color based on the swatch I presented to him at the time of the bid. He explained that his wife did not like the tan interior. She was not present at the time of the bid. He said he was going to talk to her and call me back. He then called me back the next day and said his wife hates the tan, and asked what could be done. I gave him a couple options. I told him we could keep the glass and save money there, by replacing only the frames. But I reiterated that if he wanted a two-tone frame, they would still need to be coated, so the cost would be in the thousands due to new frames, the coating process, and the installation. I gave him an option of finding a finish carpenter to trim the windows out in a wood-type product. We agreed to give it a few days, to see how they liked the windows over the weekend, to see if they really wanted to take action on one of these options. [redacted] called me again on Monday and said his wife still did not like the windows. I told him I could get some pricing to switch out the frames as we discussed, and that we could do it at cost for him as we wanted to make sure he was happy. I did not hear back from [redacted]. The next correspondence was through the claim on the Revdex.com website. In this report that was filed, it states that I "baited and switched" the customer with the window sample I showed. This is not possible due to the fact that I do not have nor have I ever had a tan exterior/white interior color corner sample. The only sample I have and showed the customer was completely tan throughout, and completely white throughout."We are confident that our Factory Representative did in fact show [redacted] what we offer. We pride ourselves on transparency and we would never mislead a customer into purchasing something we do not offer. If [redacted] would like us to get a price to swap out the window frames, we can definitely get that for him. As mentioned, we would do so at our cost of the material and labor only. As we realize going back and forth on this matter could go on for weeks, possibly months, we can offer a reimbursement of $500 as a courtesy. In doing so, Advanced Window Products is not admitting any liability whatsoever. But instead, it is a good faith gesture on behalf of Advanced Window Products to amicably resolve this issue.

We are aware of this situation, and in fact, our Installation Manager, Tracy N[redacted], has an appointment to go to the customer's home this afternoon. We plan to rectify the situation and remake whatever is required to make him happy and satisfied with his purchase.

In regards to the customer's claim, we do acknowledge the issues and delays related to their window installation. We have every intention to correct the issues stated in the complaint. In fact, an appointment has been scheduled for Friday, January 15th to complete the work. We require change orders...

to be put in place when something is altered on the original contract. Due to a miscommunication, this change was not made prior to the initial installation date. However, we are taking the blame and remaking the windows in question to fit what the customer desires. We are not able to use the windows that were made incorrectly, and this is a cost that we are absorbing because we recognize fault. The time delay to complete the job has been due to material back-order, which can happen from time to time. It states this possibility on line 8 of the contract with the customer. It is unfortunate that this occurred, in addition to the windows being made to the originally written operation, but it was something we were not able to prevent. However, we have everything scheduled and plan to rectify this installation on the 15th.