Affordable Windows Plus Exteriors

We agreed to accept only to take 500 down instead of half down when we initially wrote up a contract with Mr. and Mrs. [redacted] on their word they would pay when the job was done. We had an estimation completion date of 4-6 weeks in the contract and had it done promptly within 2... weeks. The customer did not pay the balance on completion because the glass needed BP coating applied to the inside of the glass which is a quick and easy application that could have been done after the door was installed. (We sent proof of the process of BP coating application attached to the certified letter we sent so he can see this is normal practice). The customer wanted new glass with the coating already applied and refused to have our installer apply it in his home. We offered to have new glass installed immediately with the coating already applied when it was brought to our attention but he told our project manager he wanted $400 off for the inconvenience or we could not move forward. [redacted] called and spoke to Mr. [redacted] one time after the install to tell him what his options were (we were willing to offer $200 off and new glass put in the next day) and he cursed her out and told her he isn't paying and to take him to court. We sent a certified letter with their options on 3/8/16. We feel we are being more than reasonable in our efforts to make them happy and are still willing to offer $200 off just to move forward. We do require a cashiers check in the amount of $882.50 to be paid on or before 3/26/16 or we will have to take further action. We are willing to work with them within reason to resolve this. He states that we are not willing to resolve this and he has spoken to us numerous times and that we are not willing to fulfill our contractual agreement and that is absolutely NOT true.

I am so happy with our new sliding door! The quality of the door is amazing! We chose the French Rail door and it is gorgeous I am blown away at how solid and well-built this door is I would love to replace all of our windows now that I can see what a quality door offers We can stand in front of the door and there is no feeling of cold air The quality of the installation was great They did it in a few hours and took the old door away and left the area neat and clean I would definitely recommend this company!

Affordable Windows are affordable, guaranteed to be as good as claimed. These windows made quite a huge improvement in the heating and cooling bills! The installation was prompt, well done and the installers were competent and left the house cleaner than when they started. I had 2 windows installed by a nationally known company that cost twice what 3 windows by Affordable windows cost and don't come close to the quality, performance or reliability of Affordable Windows.

We agreed to accept only to take 500 down instead of half down when we initially wrote up a contract with Mr. and Mrs. [redacted] on their word they would pay when the job was done. We had an estimation completion date of 4-6 weeks in the contract and had it done promptly within 2...

weeks. The customer did not pay the balance on completion because the glass needed BP coating applied to the inside of the glass which is a quick and easy application that could have been done after the door was installed. (We sent proof of the process of BP coating application attached to the certified letter we sent so he can see this is normal practice). The customer wanted new glass with the coating already applied and refused to have our installer apply it in his home. We offered to have new glass installed immediately with the coating already applied when it was brought to our attention but he told our project manager he wanted $400 off for the inconvenience or we could not move forward. [redacted] called and spoke to Mr. [redacted] one time after the install to tell him what his options were (we were willing to offer $200 off and new glass put in the next day) and he cursed her out and told her he isn't paying and to take him to court. We sent a certified letter with their options on 3/8/16. We feel we are being more than reasonable in our efforts to make them happy and are still willing to offer $200 off just to move forward. We do require a cashiers check in the amount of $882.50 to be paid on or before 3/26/16 or we will have to take further action. We are willing to work with them within reason to resolve this. He states that we are not willing to resolve this and he has spoken to us numerous times and that we are not willing to fulfill our contractual agreement and that is absolutely NOT true.

I, [redacted] spoke to [redacted], he was to e-mail me whatever date he wanted [redacted] to come out again for a re-measure to make him happy. After our conversation [redacted] expressed no other issues with Affordable Windows other than the re-measure being done without him home. I thought everything was fine and we were on the same page but the next business day he was upset again and left me a frustrated voice-mail at 7am stating he was mad that no one was answering the phones. I am in business class from 6-9am every Monday morning and have no ability to answer my phone. He was also upset because he heard an OLD voice-mail from [redacted] before our Friday conversation that was left right after the re-measure was done just letting [redacted] know the re-measure was completed. [redacted] said in the voice-mail that the people [redacted] met were very sweet and we would get his order in production right away. That voice-mail was left before [redacted] stated his concerns to me about the re-measure taking place without him there. [redacted] has made that message the focus of his complaint and he is using it out of context. The windows were never ordered and his file was pending for a new re-measure date on my desk. [redacted] did offer a resolution to [redacted] to have [redacted] come out any time [redacted] wanted and take care of the re-measure. [redacted] at that time asked for his money back. When [redacted] was told that he was weeks into a contract and his complaint was easily fixed by having [redacted] come out at a later date he began to unload several other issues which he states some here on the Revdex.com for reasons to cancel. Affordable

Windows sets the bar high in customer service and professionalism in every aspect of the business and it is too bad [redacted] has chosen not to give anyone a chance here to resolve anything. If it would be possible for [redacted] to understand that our business hours are from 11am-7pm I know if he gave us a shot to follow through with the contract he would be very pleased with the work we do. I offer as a resolution for [redacted] to be able to use his credit card as payment method, we will change his color options for his windows to whatever standard options are available to all our customers, and finally have [redacted] go out and complete the re-measure with [redacted] present. Our hours of operation are stated online, in our literature and our auto attendant on our phone systems. We cannot change our business hours for [redacted], however I would be willing to work sometime out where I will make myself available after hours for him for any questions he has along the process. I will personally take him through the process till the end to make sure things are done to his satisfaction. I’ll I ask is for [redacted] to be reasonable as we proceed. Affordable Windows hopes this will come to a resolve here. Affordable Windows has nothing more to add to this conversation. Thank you

We are extremely disappointed that Mrs. [redacted] has chosen to take her concerns to the Revdex.com. Affordable Windows staff has spent hours upon hours on the phone with her trying to answer all her questions to her satisfaction. With one question came another and another with Mrs. [redacted] and there was...

absolutely no reasoning with her demands. First, the contract reads clearly as follows: “to furnish and install 1 new non-operable wood French door panel to be 10 light with external grids & low E coating.” This is exactly what we ordered and installed for Mrs. [redacted]. In fact we delivered her a premium grade Douglas fir wood door, which is the top of the line wood door option. We were under no contractual agreement to do that upgrade, but we want our customers to have the best products available. We delivered her exactly what she asked for and went above and beyond upgrading the door with no added charges. With regards to the low E coating placement: This is up to the manufacture of the door & we as contractors must install per manufactures instructions, which is what we did. Our contract does not specify where low E is to be located. However, to address the allegation the low E being in the wrong placement for Arizona, Mrs. [redacted] is misinformed. We have attempted numerous times to explain to her but it hasn’t helped her to understand. Studies show that there is NOT a measurable difference in the performance of the low E based on the placement, only in the quality of low E used. We ordered a door for Mrs. [redacted] with a high quality low E. To further address [redacted]’s reasoning for waiting till summer, in the winter time here in Arizona the sun is in the southern hemisphere, low E is designed to allow more heat through the glass than in the summer time when the sun is in the northern hemisphere. This is why [redacted]s advised her to wait till summer before she makes any decisions. 

 

-[redacted]

AFFORDABLE WINDOWS L.L.C.

 

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

1) Salesperson, [redacted], refused to accept a credit card with the discounted price. Contrary to [redacted] statement that this is company policy, I did ask [redacted] and I was refused. Therefore [redacted] violated company policy.

2) Salesperson, [redacted], refused to allow colors White interior/Desert Sand exterior with the discounted price. I asked and was refused. Desert Sand was stated as a stock color and I was getting a discounted price which reflected using a stock color.

3) I dispute [redacted] assertion that he was calm and polite. Yes, he did not raise his voice nor say anything deliberately offensive, but he states that he "tried to come to a resolution in a kind and respectful manner but [redacted] just wanted to complain." That one statement confirms [redacted] state-of-mind. The customer is complaining therefore I am inconvenienced and offended. Of course I was complaining. Why else would [redacted] be calling? What did he expect from the phone call? A complement?

4) What "resolution" was offered? None. Again, [redacted] offers no resolution in his response statement to the Revdex.com, but a reassertion that he is always right. That is not negotiating a resolution. [redacted] proves here that he has no concept that the customer is always correct. He entered into our phone conversation without an entree and I had to start the conversation with "how may I help you" just to get the conversation going. Mr. [redacted] made no offer of resolution, but was ready to talk-over me as I was trying to relay to him the course of events and why I was dissatisfied and withdrawing. [redacted] had entered into the conversation completely convinced of his correctness and belief that he is always right. His statement "[redacted] was transferred to the co-owner of Affordable Windows after several failed attempts for staff to REASON with [redacted]" is a code word for hysterical behavior and we-are-right-and-you-are-wrong. How did they try to "reason" with me? I was complaining that there was a failure of communication, a cellphone mail box which was full, direct phone numbers given which were not direct numbers, impossible opening hours, conflicting messages about rescheduling and an order already in manufacture, a measure appointment I never made which was a mistake and mix up by Affordable Windows. How is that unreasonable? The minute I said anything or cast what [redacted] considered an aspersions on his company and employees performance, he shut me down. He never started to listen let alone offered a resolution and, again, he is making to offer of resolution in his Revdex.com response statement, but a long treatise of how correct he is.

5) [redacted] again reiterates and confirms that his company has no concern about entering a property to measure without the consent of the owner. He states “[redacted] knocked on the door where he was greeted by the people at the home who allowed him to take the measurements with no message to do otherwise.” As [redacted] had gone to the wrong appointment and wrong address how was I to leave a “message to do otherwise?” Is it not reasonable to expect an address confirmation and to ask to whom he was speaking? To confirm that he was speaking to the homeowner? Apparently, he did neither and [redacted] told me in his phone conversation that this was only an outside measure and [redacted] did not have to intrude. Again, that is a false statement as the rear area is only attainable through the home due to a high wall.

6) [redacted] is also confirming again that he has no idea about customer relations by blaming the customer for not being able to work within their late start opening hours. 

[redacted] is withholding the return of my $1,500 deposit when he has confirmed in this BB response statement that no manufacturing had commenced contradicting the voice message left by [redacted] and there is no monetary damage done to his company by this cancellation, to simply prove that he is determined to be right and be monetarily compensated for his ego. 

I too will be able to provide all date-and-time-stamped e-mails including voice recordings.

Sincerely,

Salesperson, [redacted], refused to accept a credit card with the discounted price. Contrary to [redacted] statement that this is company policy, I did ask [redacted] and I was refused. Therefore [redacted] violated company policy.

Salesperson, [redacted], refused to allow colors White interior/Desert Sand exterior with the discounted price. I asked and was refused. Desert Sand was stated as a stock color and I was getting a discounted price which reflected using a stock color.

I dispute [redacted] assertion that he was calm and polite. Yes, he did not raise his voice nor say anything deliberately offensive, but he states that he "tried to come to a resolution in a kind and respectful manner but [redacted] just wanted to complain." That one statement confirms [redacted] state-of-mind. The customer is complaining therefore I am inconvenienced and offended. Of course I was complaining. Why else would [redacted] be calling? What did he expect from the phone call? A complement?

4) What "resolution" was offered? None. Again, [redacted] offers no resolution in his response statement to the Revdex.com, but a reassertion that he is always right. That is not negotiating a resolution. [redacted] proves here that he has no concept that the customer is always correct. He entered into our phone conversation without an entree and I had to start the conversation with "how may I help you" just to get the conversation going. Mr. [redacted] made no offer of resolution, but was ready to talk-over me as I was trying to relay to him the course of events and why I was dissatisfied and withdrawing. [redacted] had entered into the conversation completely convinced of his correctness and belief that he is always right. His statement "[redacted] was transferred to the co-owner of Affordable Windows after several failed attempts for staff to REASON with [redacted]" is a code word for hysterical behavior and we-are-right-and-you-are-wrong. How did they try to "reason" with me? I was complaining that there was a failure of communication, a cellphone mail box which was full, direct phone numbers given which were not direct numbers, impossible opening hours, conflicting messages about rescheduling and an order already in manufacture, a measure appointment I never made which was a mistake and mix up by Affordable Windows. How is that unreasonable? The minute I said anything or cast what [redacted] considered an aspersions on his company and employees performance, he shut me down. He never started to listen let alone offered a resolution and, again, he is making to offer of resolution in his Revdex.com response statement, but a long treatise of how correct he is.

[redacted] again reiterates and confirms that his company has no concern about entering a property to measure without the consent of the owner. He states “[redacted] knocked on the door where he was greeted by the people at the home who allowed him to take the measurements with no message to do otherwise.” As [redacted] had gone to the wrong appointment and wrong address how was I to leave a “message to do otherwise?” Is it not reasonable to expect an address confirmation and to ask to whom he was speaking? To confirm that he was speaking to the homeowner? Apparently, he did neither and [redacted] told me in his phone conversation that this was only an outside measure and [redacted] did not have to intrude. Again, that is a false statement as the rear area is only attainable through the home due to a high wall.

5) [redacted] is also confirming again that he has no idea about customer relations by blaming the customer for not being able to work within their late start opening hours. 

[redacted] is withholding the return of my $1,500 deposit when he has confirmed in this BB response statement that no manufacturing had commenced contradicting the voice message left by [redacted] and there is no monetary damage done to his company by this cancellation, to simply prove that he is determined to be right and be monetarily compensated for his ego. 

I too will be able to provide all date-and-time-stamped e-mails including voice recordings.

Sincerely,

These are hands-down the best windows you can buy, in my opinion. I only know of two companies that carry this brand and Affordable Windows has upgraded insulation in theirs, so it wasn't a hard choice! I will be replacing the rest of the windows in my home with Affordable in the future. Keep up the good work.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]  I stand by my complaint filed on 2/14/2014.  In the response submitted by Affordable Windows, Jessica somehow omitted the fact that also included in the contract is the statement "therma tru warranty applies." Also omitted in her response is the fact that "therma tru" is written in as the "manufacture" on their form and signed off by both myself and the Affordable Windows sales representative. The door is clearly not a therma tru with therma tru warranty. Concerning low e placement, if I am misinformed then so is their own sales representative and their own service manager; both told me that the low e should be placed on the outer panes. Also my SRP energy auditor noted and documented wrong low e placement on the windows.

Regards,

Affordable windows did a great job on our window installation. We had A LOT of windows to do and they got the job done in 3 days and the installers were AMAZING. They worked well together, were clean and spoke ENGLISH, which I loved because then I could talk to them about any concerns I had! Our windows look great now and the inside of our house by the windows is SO MUCH COOLER, it's amazing what a difference it makes. This company has been super easy to work with and is committed to customer service. Anytime I've called they have been SUPER helpful. We'll for sure recommend them to friends and we are even considering getting french doors with them now! :)

This complaint has been resolved between the client and Affordable Windows. No further action needs to be taken.

Fabulous company....great customer service...great installers...they really care about the work they do.

In response to [redacted]’s complaint, were sorry he had a negative experience. First, [redacted] mentioned a price reduction during the estimate; the price is very clearly reflected in the contract with homeshow discounts applied as the reason for the price discount he mentions....

Regarding the color options, 13 color options are available to all homeowners at all times. Regarding accepting his credit card for a down payment, if [redacted] would have asked to use a credit card we would have had no quarrels to switch the method of payment at any time per company policy. We confirmed a re-measure appointment on 4/2/2014 for an appointment that was scheduled for 4/3/2014. The re-measure was completed on 4/3/14 as scheduled, [redacted] knocked on the door where he was greeted by the people at the home who allowed him to take the measurements with no messages to do otherwise. Our office hours are Monday-Friday 11am-7pm for scheduling and customer service. On 4/4/14 at approximately 7am [redacted] began calling our closed office and after leaving a message there he then called [redacted]’s cell phone starting around 7am several times. Around 9am on 4/4/14 [redacted] received a text message from [redacted]. It did not bounce back like he says. She texted him back letting him know the re-measure was taken care of and he responded back to her immediately saying he wanted to be there. On 4/4/14 [redacted] called and spoke to [redacted], he was very upset over the measure taking place without him there. [redacted] was told during that during that conversation on 4/4/14 to e-mail a time and [redacted] will go out and do the re-measure again for him. He agreed and said not to order until he meets with [redacted] for another re-measure. After that conversation he was fine with proceeding with the contract. After the weekend pasted, at approximately 7am on 4/7/14 [redacted] left [redacted] a message saying he was thinking of cancelling because we were impossible to get ahold of and that [redacted] called him after [redacted] spoke to him on 4/4/14 to tell him we ordered his windows. [redacted]’s expectation for [redacted]’s availability during her off time at 7am was unreasonable and [redacted] did not call him after the conversation on 4/4/14. [redacted] then sent in an e-mail with the date he wanted the measure done on 4/7/14 at 7am. After he didn't get an immediate response so he then sent a cancellation letter later that same day with a different rendition of these complaints than what’s stated on the Revdex.com that I will attach to this response. [redacted] was transferred to the co-owner of Affordable Windows after several failed attempts for staff to reason with [redacted]. [redacted] tried to come to a resolution with him in a kind and respectful manner but [redacted] just wanted to complain. [redacted] was calm and reasonable with [redacted] offering him to have [redacted] come out anytime he wanted to do the re-measure and also ensured him there was absolutely no product ordered until the measure would be completed. I will be attaching every correspondence and e-mail he has sent to and from Affordable Windows as well as all his paperwork to be reviewed. We would be willing to provide the Revdex.com with any necessary proof of paperwork, text messages and voice-mails to prove that [redacted] is not being honest or forthright in his many complaints voiced to us or the Revdex.com.

I reached out to many window companies here in the valley and the best service and product came from Affordable Windows.

The whole process was great and I am in love with my door and window! My only regret is not getting the whole house done!

Did a great job on our 1973 home (14 windows top of the line dbl pane) very affordable!!! Love these guys they were done in one day!

The installers were extremely polite and courteous. Window installation was done with a lot of pride in their workmanship. Whenever a questionable problem arose, they brought to our attention several ways they could go and we made the decision. The windows look fabulous.

Review: I had an existing, non-operable, 10 window, wood door replaced on 1-9-2014 by Affordable Windows LLC.

PROBLEM #1 I am concerned that the door is not a "[redacted]-Tru" product as specified in contract. According to [redacted] (###-###-####) they do not make wood doors, only fiberglass and steel. Also the windows do not have "[redacted]-Tru" watermark etched in glass as stated on their website. Further, [redacted] warranty support rep. states that only [redacted] glass can be used in their products or warranty is voided. My contract with Affordable Windows specifically states "therma-tru warranty applies."

PROBLEM #2 Affordable Windows sales rep. [redacted] explained the benefit of dual paned glass with low e coating. He said that low e coating is applied to the OUTSIDE pane in hot climates and to the INSIDE pane in cold climates. He told me the low e coating would be on the OUTSIDE panes of my new door. As per my SRP energy audit contractor, the low e coating is on the INSIDE pane of each dual pane window in my door. Because the door has a south exposure it gets full sunlight all day; I'm concerned that the low e INSIDE will create extra heat in the room and therefore higher cooling expenses.

Affordable Windows sent their service manager, [redacted], on 2-3-14 to inspect the door. He told us that the low e is on the wrong panes and that his company's practice is placing low e on OUTSIDE panes. He said he had a call into the manufacturer to get more info on the door but hadn't yet received a call back. Mr. [redacted] offered to pull the door out, sand all of the paint off, and reinstall it with the low e on the outer panes. This could void manufacturer warranties. He couldn't guarantee that the door wouldn't be damaged in the process.

My initial conversation was with owner [redacted] who was loud and rude on the phone.

After speaking with company representatives several times, including both owners, their final remedy to this situation was "wait till summer and revisit these issues" according to owner [redacted]s on 2-5-14.

My concerns are: contract fulfillment, warranty on the door, poor workmanship and product qualityDesired Settlement: Refund money. They can pick up the door after I have it replaced by a different company.

Business

Response:

We are extremely disappointed that Mrs. [redacted] has chosen to take her concerns to the Revdex.com. Affordable Windows staff has spent hours upon hours on the phone with her trying to answer all her questions to her satisfaction. With one question came another and another with Mrs. [redacted] and there was absolutely no reasoning with her demands. First, the contract reads clearly as follows: “to furnish and install 1 new non-operable wood French door panel to be 10 light with external grids & low E coating.” This is exactly what we ordered and installed for Mrs. [redacted]. In fact we delivered her a premium grade Douglas fir wood door, which is the top of the line wood door option. We were under no contractual agreement to do that upgrade, but we want our customers to have the best products available. We delivered her exactly what she asked for and went above and beyond upgrading the door with no added charges. With regards to the low E coating placement: This is up to the manufacture of the door & we as contractors must install per manufactures instructions, which is what we did. Our contract does not specify where low E is to be located. However, to address the allegation the low E being in the wrong placement for Arizona, Mrs. [redacted] is misinformed. We have attempted numerous times to explain to her but it hasn’t helped her to understand. Studies show that there is NOT a measurable difference in the performance of the low E based on the placement, only in the quality of low E used. We ordered a door for Mrs. [redacted] with a high quality low E. To further address [redacted]’s reasoning for waiting till summer, in the winter time here in Arizona the sun is in the southern hemisphere, low E is designed to allow more heat through the glass than in the summer time when the sun is in the northern hemisphere. This is why [redacted]s advised her to wait till summer before she makes any decisions.

Just had all of our windows and back sliding glass door at our house replaced. Excellent product and on the very first day with the new windows we noticed the air conditoning running much less!

Install went good and crew was very skilled at their trade. Crew didn't want to re-install the existing window blinds. When we purchased we made very clear with sales rep that this was part of scope of work. Advised the installers of this issue and they did put the blinds back up without argument.

Great customer service and friendly staff. The crew did a great job installing our windows and completed it quickly and efficiently.

Thanks for a job well done!

We just had new windows purchased and installed through Affordable Windows. We could NOT be happier with the service and quality of windows that we received. VERY professional and courteous, yet very friendly and helpful... From the Office Staff to the Installers and everyone we met in the middle, we were left with an excellent experience! I would highly recommend Affordable Windows to anyone that is looking to invest in windows, doors and other home improvements.

The windows look fantastic, all the neighbors have stopped by to admire them and ask who we went through. We were more then happy to tell them AFFORDABLE WINDOWS in Chandler! The installers did an excellent job, they worked quickly, cleaned up after themselves, explained the warranty (lifetime!) on the windows and were extremely friendly throughout the whole installation.

As I said, but it bears repeating ~ we are EXTREMELY happy with our experience with AFFORDABLE WINDOWS!! THANKS Affordable Windows!