Best Window & Door

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.First, I never spoke with Best Windows , it was my husband who was contacting themSo they need to get their information correctedSecondly, we did pay the amount they stated, however my complaint is , it shouldn't take more than weeks to refund our moneyWe were told it would take 60-days Third, when we contacted them they told us the new "" approximate" date was January 30,and that is when we requested to cancel the order and wanted a refundSee how I said WE contacted them, they never contacted us to inform us of a "delay" I would like the refund check to be in the mail by the beginning of the week starting 01/19/ Regards, [redacted]

The following is Best Window & Door Company’s response to the Revdex.com’s complaint dated 11/7/and assigned ID [redacted] Best Window & Door Company received this complaint from the Revdex.com in the mail on Friday November 14, The company had already contacted Mr [redacted] on Monday November 10, regarding the scheduling of his outstanding service issueHe was available the following day (Tuesday November 10, 2014) at which time I scheduled to have my technicians arrive at his residence at 8:am that morningDuring this conversation Mr [redacted] never mentioned his displeasure with our company nor his contacting the Revdex.com Mr [redacted] was satisfied with the services that were done to stop the overflow of water in the “valley” areas of his gutter Since the completion of the contracted work, between Best Window & Door Coand Mr [redacted] on August 13, 2014, every time that Mr [redacted] called into the company with a question or a service related issue the company has responded promptly to his call and scheduled a technician to inspect the issue at his residenceThe last phone call from Mr [redacted] was received on October 13, in which he spoke with Best Window and Door Company’s General ManagerDuring this conversation the General Manager discussed the only remaining solution to his service issue and how it could be resolvedMr [redacted] agreed to this resolutionIn addition, the General Manager asked Mr [redacted] if he could be patient with Best Window and Door regarding the scheduling of this serviceThe reason being, that we had already scheduled many jobs out of the local area that needed to be completedThe General Manager assured Mr [redacted] that we would complete his service before snow started to accumulateOur company honored this statement Mr [redacted] ’s “Desired Settlement” request is inaccurate as wellHe states “Replace gutters that are insufficient with sufficient length and width to handle the water running off the roof as necessary to properly redirect the flow away from the house”, The issue he is experiencing cannot be controlled by adding length or width to the gutterThis has been explained to him by our gutter technicians on multiple occasionsThe only way to stop on “overflow” at a corner is to install a diverter and this is what Mr [redacted] agreed to have done and what our technicians installed on his gutters In summary, Best Window & Door Company does not feel it was negligent in any way regarding the contract agreed upon with Mr [redacted] nor any of his service issuesAll voice records and written logs are on file and available to confirm our prompt attention to Mr [redacted]

The following is Best Window & Door Company’s response to the Revdex.com’s complaint dated 12/22/and assigned ID [redacted] The information is as follows: Mrs [redacted] states that she placed an order with our company in mid October which is an accurate statementPer the contract, we provided an APPROXIMATE start of 12/15/with an APPROXIMATE end date of 12/19/Mrs [redacted] states that she was told they would be “ ready to be installed on December 2ndAfter reviewing our phone records and customer archive log, I have failed to find how Mrs [redacted] received this informationOur Operations Manager attempts to schedule customer’s installation using the approximate start datesHowever, these dates are “approximates” and not “exacts”Within our business, numerous interruptions to work flow can cause our schedule to accelerate or delay which include, but are not limited to, weather, other job installations (if jobs preceding other jobs are on schedule), vehicle issues, personnel issues, holiday periods, etcDuring this specific period listed by Mrs [redacted] our company was running behind scheduleMrs [redacted] stated they “had to pay half the money at the time we placed our order with the salesman that came to our home”The contract total was for the amount of $2,and they had provided a deposit of $which is the 1/the total contract amount we require from every customerThis policy has been in place within our company since its inception and is practiced routinelyWe have a vast customer data base where 1/payment was remittedThis is standard protocolMrs [redacted] did not remit anything more than 1/Mrs [redacted] contacted our company upset about the delayed time it was taking to receive their productAttempts were made to explain to Mrs [redacted] that the installation was running behind scheduleMrs [redacted] would not listen to any explanations and stated that they were going to “cancel the order” if we could not accommodate their demands for installBest Window authorized the cancellation Upon cancellation, it was explained to Mrs [redacted] that it would be approximately 60-days until their deposit was remitted back to themThis time frame is standard procedure for authorized cancellationsIT SHOULD BE NOTED THAT Best Window AUTHORIZED A CANCELLATION OUTSIDE OF THE CANCELLATION PERIODVia the contract, and cancellation policies (both company and Attorney General), Best Window WAS NOT required to accept the cancellation NOR supply any form of money back as the Cancellation Period had passedBest Window provided the refund authorization as a “good faith gesture”Please see provided documents for proof of signed contract and signed “Notice of Cancellation”Best Window and Door Company can also provide proof of refund once check is sent to the customerThis matter is considered closed by Best Window & Door Company and not worthy of further commentBest Window will remit the check to the customer within company timelines of 60-days and not beforeSincerely, [redacted] ***

The following is Best Window & Door Company’s response to the Revdex.com’s complaint dated 11/14/and assigned ID *** Best Window & Door Company received this complaint from the Revdex.com in the mail on Wednesday November 19, The company had
already contacted Ms*** on Monday November 17,regarding the scheduling of his outstanding service issueShe was available that morning for my installation crew to come inspect the issue as this was an ideal day to inspect the operation of the gutter system because of the steady rain we were experiencingUpon inspection, the gutter system was performing exactly as it shouldThe steady rain was flowing from the roof onto the gutter protection and directly into the gutter itselfThe installation technician removed the gutter protection from the gutter and caulked the backside of the gutter where it meets the fasciaAlthough this was an unnecessary measure, this satisfied Mr***The technicians could not find any areas of the gutter that showed rain getting behind the gutterIn response to the Customer’s Statement of the Problem, Best Window & Door Codid install new gutter and gutter protection for Ms*** *** on 5/13/After the installation was complete we did perform service calls from May of through February All of the service requests came through Ms*** ***Each of these phone requests were answered and had service technicians scheduled to inspect and fix any discrepanciesBest Window & Door Codid find legitimate discrepancies due to the extreme pitch of the roof and the back angled pitch of the fascia boardDuring each of these service requests Ms*** agreed that the repairs performed were to her satisfactionMs*** states “the falling (sic) year I noticed ice forming between the roof and gutterI contacted Best Windows and *** did not return my call sent a picture of ice flowing over the gutters which isn’t the problem we have”After Best Window & Door Coreceived this service call we mailed out our brochure that contains third-party, objectionable information about ice damsWhat she had described to us on the phone was the exact definition of an ice damMs*** states “I got a little disgusted and let another year go bywe had the same problem but Ididn't contact them again till (sic) Oct ”Our company cannot respond to issues if we do not know that there are issues to respond toIf the customer is upset and needs something addressed our company needs to be informed of itBest Window & Door Cocannot be at fault or take responsibility for a service discrepancy if there is not one recordedMs*** states “I didn't contact them again till (sic) Oct ”This is a correct statementHowever, her service complaint was that she was experiencing “ice forming behind her gutter’’ did not make sense due to the fact that at this point in the year there had been no chance for ice or snow to form due to weather conditionsAt this same timeframe, Mr*** called into Best Window to have a service technician inspect and issue she was experiencing with her storm doorShe asked the receptionist if the door service tech, could inspect the gutter issue as wellThe receptionist (***) told her that the door service tech would not be able to “fix” any gutter issuesThe door service tech, was schedule for Monday 11/3/Ms*** gave this service tech, a photo of her guttersThe photo was turned into management and the gutter department onTuesday 11/11/The photo in question has a date stamp of In summary, Best Window & Door Company does not feel it was negligent in any way regarding the service request made by Ms*** *** for the gutter contract of Ms*** ***Best Window & Door Company considers this matter closed

I have reviewed the response made by the business in reference to complaint ID [redacted], although I find some discrepancies it the company's response they did come after I contacted the Revdex.com and I assumed that the response was due to my actions in that regard. The resolution to the problem is still open in my mind and only time will tell if the resolution is truly satisfactory to me.  Improvements have been made and the resolution is satisfactory for the moment.  
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  They have twisted everything I said and complained about.  I was not complaining about rain or ice over flow.  I complained about the ice that formed between the roof and gutter which isn't normal if the gutters are on properly.  What angered me was his neglect of returning my calls.  I wish I had kept better records and if I had any idea of the problems I was going to have I would have done a better job of writing down the dates.  I did tell them that the picture may have had the wrong date on it because I didn't realize that the date was incorrect on my camera and I wasn't sure when it occurred.  Why did he wait for a week to call me after he received the picture and the picture showed clearly the ice between the roof and gutter.  The worker said they may have forgot to caulk when they put the gutters up.  I won't know if the fix they did is going to work since we haven't had any freezing snowy weather.  They were very good when they first put the gutters on and they did have trouble because of the steepness of our roof.  Not my problem, theirs.  My mother paid extra for the covered gutters which they took off because of the roof but she was never reimbursed for the difference.  I never said anything because I felt they were doing what they could to get the gutters to work.  Shouldn't have been so understanding since their trying to make me look the fool.  I think a company should return a call to people who have been very good customers.  I will continue to call them if ice keeps forming between the roof and gutter.  The roof will be ruined if this continues and I will be very upset if that happens.  Thank you for your assistance.  Not sure what else can be done.  I just hope the caulking will work.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.First, I never spoke with Best Windows , it was my husband who was contacting them. So they need to get their information corrected. Secondly, we did pay the amount they stated, however my complaint is , it shouldn't take more than 2 weeks to refund our money. We were told it would take 60-90 days.  Third, when we contacted them they told us the new "" approximate" date was January 30,2015 and that is when we requested to cancel the order and wanted a refund. See how I said WE contacted them, they never contacted us to inform us of a "delay".  I would like the refund check to be in the mail by the beginning of the week starting 01/19/15.
Regards,
[redacted]

The following is Best Window & Door Company’s response to the Revdex.com’s complaint dated 11/7/2014 and assigned ID [redacted]
Best Window & Door Company received this complaint from the Revdex.com in the mail on Friday November 14, 2014. The company...

had already contacted Mr. [redacted] on Monday November 10, 2014 regarding the scheduling of his outstanding service issue. He was available the following day (Tuesday November 10, 2014) at which time I scheduled to have my technicians arrive at his residence at 8:30 am that morning. During this conversation Mr. [redacted] never mentioned his displeasure with our company nor his contacting the Revdex.com.
Mr. [redacted] was satisfied with the services that were done to stop the overflow of water in the “valley” areas of his gutter.
Since the completion of the contracted work, between Best Window & Door Co. and Mr. [redacted] on August 13, 2014, every time that Mr. [redacted] called into the company with a question or a service related issue the company has responded promptly to his call and scheduled a technician to inspect the issue at his residence. The last phone call from Mr. [redacted] was received on October 13, 2014 in which he spoke with Best Window and Door Company’s General Manager. During this conversation the General Manager discussed the only remaining solution to his service issue and how it could be resolved. Mr. [redacted] agreed to this resolution. In addition, the General Manager asked Mr. [redacted] if he could be patient with Best Window and Door regarding the scheduling of this service. The reason being, that we had already scheduled many jobs out of the local area that needed to be completed. The General Manager assured Mr. [redacted] that we would complete his service before snow started to accumulate. Our company honored this statement.
Mr. [redacted]’s “Desired Settlement” request is inaccurate as well. He states “Replace gutters that are insufficient with sufficient length and width to handle the water running off the roof as necessary to properly redirect the flow away from the house”, The issue he is experiencing cannot be controlled by adding length or width to the gutter. This has been explained to him by our gutter technicians on multiple occasions. The only way to stop on “overflow” at a corner is to install a diverter and this is what Mr. [redacted] agreed to have done and what our technicians installed on his gutters.
In summary, Best Window & Door Company does not feel it was negligent in any way regarding the contract agreed upon with Mr. [redacted] nor any of his service issues. All voice records and written logs are on file and available to confirm our prompt attention to Mr. [redacted].

The following is Best Window & Door Company’s response to the Revdex.com’s complaint dated 12/22/2014 and assigned ID [redacted] The information is as follows: Mrs. [redacted] states that she placed an order with our company in mid October which is an accurate statement. Per the...

contract, we provided an APPROXIMATE start of 12/15/2014 with an APPROXIMATE end date of 12/19/2014. Mrs. [redacted] states that she was told they would be “ ready to be installed on December 2nd. After reviewing our phone records and customer archive log, I have failed to find how Mrs. [redacted] received this information. Our Operations Manager attempts to schedule customer’s installation using the approximate start dates. However, these dates are “approximates” and not “exacts”. Within our business, numerous interruptions to work flow can cause our schedule to accelerate or delay which include, but are not limited to, weather, other job installations (if jobs preceding other jobs are on schedule), vehicle issues, personnel issues, holiday periods, etc. During this specific period listed by Mrs. [redacted] our company was running behind schedule. Mrs. [redacted] stated they “had to pay half the money at the time we placed our order with the salesman that came to our home”. The contract total was for the amount of $2,370.00 and they had provided a deposit of $766.67 which is the 1/3 the total contract amount we require from every customer. This policy has been in place within our company since its inception and is practiced routinely. We have a vast customer data base where 1/3 payment was remitted. This is standard protocol. Mrs. [redacted] did not remit anything more than 1/3. Mrs. [redacted] contacted our company upset about the delayed time it was taking to receive their product. Attempts were made to explain to Mrs. [redacted] that the installation was running behind schedule. Mrs. [redacted] would not listen to any explanations and stated that they were going to “cancel the order” if we could not accommodate their demands for install. Best Window authorized the cancellation.                                 �...⇄ .            . Upon cancellation, it was explained to Mrs. [redacted] that it would be approximately 60-90 days until their deposit was remitted back to them. This time frame is standard procedure for authorized cancellations. IT SHOULD BE NOTED THAT Best Window AUTHORIZED A CANCELLATION OUTSIDE OF THE CANCELLATION PERIOD. Via the contract, and cancellation policies (both company and Attorney General), Best Window WAS NOT required to accept the cancellation NOR supply any form of money back as the Cancellation Period had passed. Best Window provided the refund authorization as a “good faith gesture”. Please see provided documents for proof of signed contract and signed “Notice of Cancellation”. Best Window and Door Company can also provide proof of refund once check is sent to the customer. This matter is considered closed by Best Window & Door Company and not worthy of further comment. Best Window will remit the check to the customer within normal company timelines of 60-90 days and not before. Sincerely, [redacted]

Review: My husband an I ordered windows aprrox mid October, and we were told they would be ready to be installed December 2,2014, would receive a call to schedule the installation. We had to pay half the money at the time we placed our order with the salesman that came to our home. December 2nd has came and gone and no windows. My husband called them last week only to find out that they haven't even started making them yet, and it would be mid -late January until they were done. My husband asked for a refund because we do not want the windows anymore, he was to receive a call back once they talked to the manager. this past Saturday he still never heard a response, so he called the salesman and was told that it would take 60 days to get refund to us , which is completely UNNACCEPTABLE !! Mu husband was going to go to the store in Johnstown this morning , but they are closed for two weeks so we are told.Desired Settlement: we would like a refund within 2 weeks that should be more than enough time to refund our money, since we had to pay half on the spot .

Business

Response:

The following is Best Window & Door Company’s response to the Revdex.com’s complaint dated 12/22/2014 and assigned ID [redacted] The information is as follows: Mrs. [redacted] states that she placed an order with our company in mid October which is an accurate statement. Per the contract, we provided an APPROXIMATE start of 12/15/2014 with an APPROXIMATE end date of 12/19/2014. Mrs. [redacted] states that she was told they would be “ ready to be installed on December 2nd. After reviewing our phone records and customer archive log, I have failed to find how Mrs. [redacted] received this information. Our Operations Manager attempts to schedule customer’s installation using the approximate start dates. However, these dates are “approximates” and not “exacts”. Within our business, numerous interruptions to work flow can cause our schedule to accelerate or delay which include, but are not limited to, weather, other job installations (if jobs preceding other jobs are on schedule), vehicle issues, personnel issues, holiday periods, etc. During this specific period listed by Mrs. [redacted] our company was running behind schedule. Mrs. [redacted] stated they “had to pay half the money at the time we placed our order with the salesman that came to our home”. The contract total was for the amount of $2,370.00 and they had provided a deposit of $766.67 which is the 1/3 the total contract amount we require from every customer. This policy has been in place within our company since its inception and is practiced routinely. We have a vast customer data base where 1/3 payment was remitted. This is standard protocol. Mrs. [redacted] did not remit anything more than 1/3. Mrs. [redacted] contacted our company upset about the delayed time it was taking to receive their product. Attempts were made to explain to Mrs. [redacted] that the installation was running behind schedule. Mrs. [redacted] would not listen to any explanations and stated that they were going to “cancel the order” if we could not accommodate their demands for install. Best Window authorized the cancellation. . .

Review: I saw this company's TV ad that said that if you call by a certain day they will sell you doors and windows "bogo," (buy one get one free). They would also come to my house and do a home inspection free just for calling, $350 value. I called them, I was needing a new front and back door. We set up an appointment for them to come out. Their salesman came out and ask what I was looking for? No inspection what-so-ever. We looked through his computer at what they had, and I picked out a front door. When we started looking for my free back door, he told me that I would have to pay additional for the installation of the back door. The price of the front door was to be $1,883 installed. I said how about a storm door for the front, they are cheaper and they was going to have to remove and re-install the old one anyway when they installed the new main front door. He stated that their storm doors was high priced and that I could get one much cheaper at a local home improvement store. I ask if my current storm doors, front and back could be repaired? He inspected them both and said they could fix them both. We agreed that they would install a new front door and repair my current storm doors (front and rear) in exchange for the free back door for the $1883 price. When their guy came to take measurements for the new front door he stated that they could not do the repairs to the storm doors and that he would call the salesman so we could discuss other options. I called the salesman later that evening, he had not yet talked with the measurement guy, but would call me the next day. He did not call the next day. The following day I called their office to cancel my order and request return of my $600 deposit. This company's BOGO is BOGUS.Desired Settlement: I want my $600 deposit back and for this company to stop their false and deceiving advertising.

Business

Response:

I have received and reviewed the complaint filed by Mr. [redacted]). After investigation into the matter, I offer the following response.

1. Mr. [redacted] was visited by our Factory Representative on March 12, 2014 for interest in an Entry Door, possibly two.

2. When our associate arrived, he acknowledges that he asked Mr. [redacted] "What are you looking to do today" and Mr. [redacted] lead him to his Entry Doors for replacement where the conversation began. Mr. [redacted] DID NOT state to our Associate that he would like to have the free home inspection done. Our Associate stated that he did not conduct the "Free In-Home Analysis" as he felt that Mr. [redacted] only was focused on his Entry Door replacement and Mr. [redacted] never mentioned it to him.

3. The Associate did create various door designs for Mr. [redacted] of which he decided on the 400 style design (see attached). The full price with installation WITHOUT TRAVEL CHARGES should have been $2650.35.

4. [redacted], West Virginia does have an applicable travel charge of 10% (See attached Map) for all sales which SHOULD have raised the price to $2915.38.

5. Mr. [redacted] then expressed interest in possibly reducing the price of the project by just replacing the front door with a Storm Door. Our Associate was CORRECT and CARING in being honest with Mr. [redacted] that he could "acquire a Storm Door" much "Cheaper" from a home improvement center as our doors are "expensive" and can run up to "$1000.00 based on designs and styles".

6. The Factory Associated DID acknowledge that he looked at the existing Storm Door and believed that Best Window could provide repair service to it.

7. The contract was signed and agreed to for ONE DOOR at $1883.00 with repairs to the existing Storm Door.

8. Via the TERMS OF SALE for the BOGO AD (see attached) Mr. [redacted] DID NOT QUALIFY for the BUY-ONE GET ONE SALE as he did not buy another door. HOWEVER, our Associate did deduct $1032.38 by discounting Mr. Mullen's door and WAIVING the Travel Fee.

9. Upon measurement by our Technician, it was determined that Best Window DID NOT have the ability to repair the existing Storm Door as we do not carry the appropriate parts to do so correctly.

10. Mr. [redacted] NEVER contacted our office to explain that he

did not reach our Associate and that he had any questions or was dissatisfied.

11. Mr. [redacted] contacted our office on March 19, 2014 to cancel the CONTRACT PAST THE THREE DAY RECISSION DATE/APPROVED CANCELLATION DATE. Best Window HAD ALREADY ORDERED THE DOOR UNIT.

12. Mr. [redacted] was mailed his deposit back in the amount of $600 on March 28, 2014 (see attached check copy). And, the order was luckily cancelled in time before production on it was commenced.

SUMMARY:

The purpose of Mr. [redacted]s Revdex.com Complaint is not justified and is inappropriate.

1. Mr. [redacted] did not qualify for the BOGO Sale via its terms.

2. Mr. [redacted] was still awarded $1000.00 in savings by our Associate for his order.

3. Mr. [redacted] never asked to have the Energy Analysis conducted when our Associate was there.

4. Mr. [redacted] never contacted our Office stating ANY dissatisfaction nor requesting any explanations on pricing nor informed us that he desired the Free In-Home Analysis or that is "was not done."

We would have gladly sent an Associate back to him to conduct one had we known.

5. Mr. [redacted] CANCELLED his order PAST the cancellation period. Best DID NOT have to honor this request but did so.

6. Our Factory Associate only meant to help Mr. [redacted] by attempting to repair a broken door that is NOT of Best Window make.

7. Best Window DID NOT ignore the attempts to repair the door. We tried to during the measurement process but found that we did not have the parts to do so......................

8. Best Window NEVER neglected Mr. [redacted] nor mistreated him nor overpriced or mislead him.

9. Our BUY-ONE, GET-ONE Television Ad is very clear in requiring callers to call by Wednesday to receive the promotion. In addition it states to "visit mybestwindow.com for BOGO Sales Details" where the consumer can find the BOGO Terms of Sale for their personal review.

10. Mr. [redacted]'s deposit was returned.

In summary, Best Window & Door Company is confused as to where Mr. [redacted] was misled, mistreated, or taken advantage of during the sales process. In addition, Mr. [redacted] never contacted our Office directly to relay that he did not hear back from our Associate. And the delay in response from our Associate was only one day. It was not as if our Associate took weeks to respond. Mr. [redacted] only gave our Associate a day to respond and then apparently cancelled.

In addition, Mr. [redacted] never gave Best Window & Door Company ANY^ information that would indicate he was unhappy. How can we respond if we do not know he is unhappy?

Best Window & Door Company considers this matter closed. Mr. [redacted] has received his deposit back and we have honored a cancellation well past its approved period. Best Window & Door Company would gladly apologize to Mr. [redacted] for any wrong doings. But, Best Window & Door Company is very confused as to what it actually "did" that was "wrong"?

And, the BOGO Sale is not "BOGUS". Mr. [redacted] practically received it for only buying ONE door.

Review: The end of October 2013 we hired Best Window & Door Co. of Johnstown PA to install 10 windows and 1 big living room window. The cost came to $5810.00. We got the "[redacted] SERIES. "When I came home from work and saw the new kitchen windows I told them immediately that I hated them. I asked them to put my old windows back in. The framing around the windows is ugly, the windows are more vinyl than window as compared to my old windows. Now that the weather is warmer I cannot even reach the top latch to unlock the windows to open the kitchen windows. I hate the kitchen windows. We believe that we were mislead. Best Windows salesmen promised us 2 things that were incorrect. He told us that all the new windows would NOT sweat, but they actually caused puddles of water on the wood window sills damaging the wood sill in the living room. He also told us that ALL of the J Channel would be replaced around ALL the windows, but installers only replaced three sides and not the bottoms, leaving them on and they are old and wavy. Also the installers replaced seven windows but when they got to the kitchen they did not remove all of the old window but installed new windows inside of the old frames. The installers told us that they could have installed a full size window but that the guy that measured sent the smaller window. If we had known that they were going to change their method when they got to the kitchen we would have said "Forget it, do not do the kitchen." They replaced the WHOLE window on the first seven, what was the big deal about "replacement" style windows when they got to the kitchen. The first seven were also replacement style windows. We paid $2000.00 on September 14, 2012 and we paid $3000.00 on 10/12/12. I called and wrote to Best Windows about the issues and said I would pay the rest of the bill when I'm satisfied with the service. They told me if I did not pay the balance that they would eliminate the warranty on my new windows. We have pictures if needed.Desired Settlement: We want Best Windows to refund $1575.00 for the two kitchen windows and damage to the living room window sill and we want the J Channel job completed.

Business

Response:

I have received and reviewed the complaint filed by Mr. & Mrs. [redacted]). After investigation into the matter, I offer the following response.

Attached to this response is written correspondence between Best Window & Door Company and Mr. & Mrs. [redacted]. Mr. & Mrs. [redacted] have repeatedly raised issue to our company about non-issue items. As described in their complaint to the Revdex.com, they raise issue with Window Condensation, Kitchen Window Finish, and J- Channel installation. As can be seen in our correspondences to them (see attached), we have made every effort to respond to them via response letter, phone call, in person meetings, and even mailed them supporting documentation. We have referred them to our website as well as recommended them to conduct third party research which would support our response and validate we are not "making stuff up".

The simple fact is Mr. & Mrs. [redacted] doesn't want to agree or listen. We have explained over and over again that the window "sweating" is because of their home's environment. They have been encouraged to look this up for themselves on line for third party verification. Apparently they did not. We also supplied them a packet on this issues which explains "sweating" in great degree.

They also make complaint about "window J-Channel" that our Installation Crew NEVER TOUCHED. The J-Channel issues they complain about was present the ENTIRE TIME they've had their home. Our Installation Crew NEVER TOUCHED the part of the window they complain about (the very bottom portion) during their installation as we did not need to disturb this area. This was explained over and over again to the [redacted]'s. Now for some reason, it is Best Window's responsibility to repair it? And also, J-Channel removal and replacement was never mentioned or a condition of the contract.

The Kitchen Window installation was explained to Mr. & Mrs. [redacted] IN PERSON (on site) as well as via written and phone response. Our Installation Manager had in-depth conversations with them on why the window was being installed the way it was. Mr. & Mrs. [redacted] were even offered a "change order" option to adjust the window installation utilizing another method. They did not accept (see attached documents). In any case, had the [redacted]'s chosen another contractor, they would STILL have this type of installation conducted. It is a standard install and WELL within industry standards.

Best Window & Door Company even offered to conduct the J-Channel adjustment for Mr. & Mrs. [redacted] when it fit our installation and route schedule. Although we had NO OBLIGATION to do this, we did so as a good-faith gesture. We went out to their residence in February to conduct the adjustment and Ms. [redacted] stopped our crew from fixing the J-Channel. She told them "if you are not here to replace the kitchen windows, you're not doing to fix anything." So, our crew departed without conducting any work.

That is the last contact we had with the [redacted]'s until this complaint.

In final, Best Window & Door Company has made every effort in person, via phone, via written response, and third party recommendation to Mr. & Mrs. [redacted] about their repeated complaint. We are done answering their complaint as they are finding fault with our company when there is none. This response, as well as the attached supporting written correspondence, clearly indicates we've made efforts above and beyond to provide explanation and to appease our customer.

Mr. & Mrs. [redacted] were never ignored in their issues nor ever asked to pay any money's beyond what our contract stated. They were expected to pay in full to complete their transaction. We informed the [redacted]'s that we do not provide full warranty to customers who withhold payment without just cause. Their complaint was not viewed as a valid reason to withhold payment.

Their complaint is not worthy of Revdex.com involvement as they were never misled or misused. We will not reimburse any money's as we met the full scope of our contractual obligations nor will we conduct any further work.

Review: I contracted with Best Window to install gutters with gutter shields on 6/16/2014. Installation took 7-10 days and was completed on 8/13/2014 at which time the remainder of the costs were paid to the co with my check. There were potential deficiencies noted by the installers to the company regarding overflow of the gutters during heavier rain falls. The co. has been notified 4 times that they need to come and fix their installation. Gutters are still being overflowed or missed entirely and the company has done nothing to correct the discrepancies. Winter is upon us and the overflow will cause ice buildups in front of my garage door which was specifically discussed with the company and they assured me that it would be taken care of. It has not been corrected and it is now 3 months since the installation. The excuse is that they were busy with other jobs and I have been understanding up to this point. Now winter is upon us and it is snowing today. The melting of the precipitation is sufficient to miss or overflow the gutters. Poor customer service and lack of communication lead me to complain to the Revdex.com in an effort to get the company to honor their end of the contract since I have honored mine.Desired Settlement: Replace gutters that are insufficient with sufficient length and width to handle the water running off the roof as necessary to properly redirect the flow away from the house or return the cost of the installation.

Business

Response:

The following is Best Window & Door Company’s response to the Revdex.com’s complaint dated 11/7/2014 and assigned ID [redacted]

Best Window & Door Company received this complaint from the Revdex.com in the mail on Friday November 14, 2014. The company had already contacted Mr. [redacted] on Monday November 10, 2014 regarding the scheduling of his outstanding service issue. He was available the following day (Tuesday November 10, 2014) at which time I scheduled to have my technicians arrive at his residence at 8:30 am that morning. During this conversation Mr. [redacted] never mentioned his displeasure with our company nor his contacting the Revdex.com.

Mr. [redacted] was satisfied with the services that were done to stop the overflow of water in the “valley” areas of his gutter.

Since the completion of the contracted work, between Best Window & Door Co. and Mr. [redacted] on August 13, 2014, every time that Mr. [redacted] called into the company with a question or a service related issue the company has responded promptly to his call and scheduled a technician to inspect the issue at his residence. The last phone call from Mr. [redacted] was received on October 13, 2014 in which he spoke with Best Window and Door Company’s General Manager. During this conversation the General Manager discussed the only remaining solution to his service issue and how it could be resolved. Mr. [redacted] agreed to this resolution. In addition, the General Manager asked Mr. [redacted] if he could be patient with Best Window and Door regarding the scheduling of this service. The reason being, that we had already scheduled many jobs out of the local area that needed to be completed. The General Manager assured Mr. [redacted] that we would complete his service before snow started to accumulate. Our company honored this statement.

Mr. [redacted]’s “Desired Settlement” request is inaccurate as well. He states “Replace gutters that are insufficient with sufficient length and width to handle the water running off the roof as necessary to properly redirect the flow away from the house”, The issue he is experiencing cannot be controlled by adding length or width to the gutter. This has been explained to him by our gutter technicians on multiple occasions. The only way to stop on “overflow” at a corner is to install a diverter and this is what Mr. [redacted] agreed to have done and what our technicians installed on his gutters.

In summary, Best Window & Door Company does not feel it was negligent in any way regarding the contract agreed upon with Mr. [redacted] nor any of his service issues. All voice records and written logs are on file and available to confirm our prompt attention to Mr. [redacted].

Review: After placing an order and signing a contract with this company, we decided we did not want the item. We felt that the salesman had mislead us. This past Friday someone came to do a final measurement (left papers behind for us to sign), and coincidentally we also received financing papers in the mail that same day. Upon receiving both sets of papers we began to feel as if we were not told everything about our financing and left us wondering what else we weren't told by the salesman. The salesman called me Saturday morning stating that we needed to resolve this issue so we can proceed because production would begin by the third day after measurement. I met with the owner of the company Monday to explain my side of the story, but again, reluctantly agreed to purchase the item. Later that day, 4:00 exactly, I called to cancel the item. A note was to be placed on the owner's desk indicating this. I was notified Tuesday around Noon by the owner that unfortunately, he hadn't arrived until around 11:30 and production had already begun. They had incurred costs of coming to measure and also "administrative costs." I asked for a total incurred, thinking I'd pay that amount and be done with it. It was then that I was told they did not need to provide me an itemization and they'd be keeping my entire $600 deposit. I do not want their window. I want my deposit back. They are clinging to the dates on the contract and indicating they do not have to refund. the owner assured me if I contact an attorney that I will lose the case in court. I am very disappointed and feel lied to and bullied by this company.Desired Settlement: I would like my deposit returned. If they need to charge a REASONABLE amount for the man coming to measure, I am willing to pay that amount.

Business

Response:

I received the Revdex.com (Revdex.com) complaint (ref: ID [redacted]) on August 28, 2014 in regards to Mrs. "C" (name of customer omitted per your direction for Web Posting) of [redacted], Pa. I intimately familiar with Mrs. "C" complaint and can provide a detailed explanation of the transaction that transpired and the company's position on this as I dealt with Mrs. "C" DIRECTLY. The response below is listed in Chronological Order with details to each section:

PART I: - CONTRACT AND SUPPORTING PAPERWORK:

A. Mrs. "C" entered into a contract for ONE (1) large Two-Section Slider window (see picture attached). The agreed amount was $1428.00. Mrs.

"C" signed the contract on AUGUST 5, 2014.

B. Mrs. "C" SIGNED THE TERMS OF CONTRACT (see attached document) which states all the TERMS she agreed to. Specifically, ITEM #3, which states that Best Window retains the right to hold the 30% if the contract is cancelled AFTER the Cancellation Period (three business days is over). Mrs. "C" states in her complaint that "she did not sign this". This is incorrect, she did. Again, refer to the attached document. (All signatures highlighted). ¦

C. Mrs. "C" SIGNED the NOTICE OF CANCELLATION for this agreed contract and this agreed amount (see attached). It was signed on August 5, 2014 with the Cancellation period ENDING August 8, 2014.

D. Mrs. "C" was only asked to give a 301 deposit of the total which is $1428 x 30% = $428.40. Mrs. "C" opted to give $600.00 and leave a remaining balance of $828.00. This was agreed to by both parties.

E. Mrs. "C" opted to FINANCE the balance of $828.00.

A. Mrs. "C" applied for CREDIT APPROVAL (this is KEY to understand) through [redacted]. She provided our Sales Associate ALL of her personal information that she needed to get approval (see attached APPLICATION). The Application was submitted and she was approved for $8800.00.

B. Mrs. "C" was approved at 6.9% APR at l/50th payments. This was ANNOTATED on the CONTRACT SHE SIGNED (see attached documents).

C. ALL application processes were followed in Accordance with Company policy and [redacted] requirements. The application COULD NOT be processed WITHOUT her INFORMATION which ONLY SHE KNOWS (SSN, Income, Etc.) ¦

D. On August 15th, 2014 (Friday), one week after the Cancellation Period, the Remeasure was conducted at Mrs. "C's" residence for final numbers so that the unit COULD BE MANUFACTURED.

E. Mrs. "C" received NOTICE of her FINANCE approval via mail on Saturday, August 16th IF SHE WANTED TO USE THE FINANCING. She still DID NOT sign neither the required "Cardholder Terms" nor the [redacted] "Notice to Cancel/Invoice" document (see attached) that would execute her financing. So, her financing wasn't in place yet because we did not get her that paperwork or signatures yets. At this point she was just "APPROVED". No permanent financing was in place.

F. The Application is for [redacted] HOME PROJECTS — [redacted] CREDIT CARD ACCOUNT. This is the area where Mrs. "C" has issue understanding. Mrs. "C" was approved to finance her $828.00 balance at l/50th payments (minimum) for however long she chose to pay it back. At a minimum monthly payment, it would take her 50 months. ALSO, as PART OF her contract Mrs. "C" was provided [redacted] CREDIT CARDS by [redacted], NOT BEST WINDOW, to USE IF SHE WANTED TO as a rotating Credit Card account up to $8800. She received THESE CARAD via the letter stating "Wef re Glad You're our Credit Card Customer".

A. Mrs. "C" came to my Office on MONDAY, AUGUST 18, 2014 at approximately 100pm time frame. I spent about 20 to 30 minutes with her personally. She stated that she felt "misled". She brought her FINANCE APPROVAL letter stating [redacted] Cards on it. AGAIN, I spent time with her explaining the [redacted] program. I informed her that BEST WINDOW USES [redacted]. We cannot dictate their finance packages and that ALL our finance packages with all Financed Customers operate in this format. If shed didn't want to finance she didn't have to. She was simply approved. Mrs. "C" stated she wanted to cancel her finance paperwork. Best Window approved this. Since she was only "APPROVED" financing at this point, there was nothing to cancel. I also informed her that the Credit Cards she received could simply be "chopped up" and thrown away. They required "ACTIVATION" as stated on the sticker on the cards, to be used. If she didn't activate them, then they were just pieces of plastic.

B. She asked me "WHY" I'm sending out Credit Cards to customers. I told her Best is not. It's [redacted] providing this cards under the approval to finance their project with Best. I gave her an analogy of most finance companies. I told her many finance companies send "pre­approved Credit Cards in the mail". Some send them without one even applying for credit. This is what [redacted] does. I told her SHE DOES NOT have to activate them and she can simply throw them away.

C. I walked Mrs. "C" to our exit door personally. I looked her in the eye and I asked her, "ARE YOU HAPPY?", "ARE YOU COMFORTABLE?".... she stated "YES. We WANT the window." "We'll just get the money for the balance from somewhere else". I told her "OKAY, we will proceed". At that point, she left.

D. At approximately 4:10 pm, Mrs. "C" called into the office. I was gone for the day. Per our voice recording (ON FILE AND AVAILABLE), Mrs. "C" asked directly for me. My Operator informed her I was gone for the day {this was accurate). Mrs. "C" explained to our Operator that she wanted "HOLD ON THE WINDOW FOR NOW" and to "LET ** KNOW".

Review: I am placing this complaint for my mother [redacted], 91 years old and same address as mine. Our problem is with the gutters that were put on in either April or May of 2010. The roof on the house is very steep and the covered gutters were not working. They came out several times and fixed that problem on 4/1/2011. That winter of 2011 I noticed that ices formed over the gutter (lots). [redacted] the person who is in charge explained that ice will form like that but if it's damaged they will fix it. We do have a life time warranty on the gutters. The falling year I noticed ice forming between the roof and gutter. I contacted Best Windows and [redacted] did not return my call but sent a picture of ice flowing over the gutters which isn't the problem we have. I got a little disgusted and let another year go by. 2013 we had the same problem but I didn't contact them again till Oct 2014 two times leaving messages with a man named [redacted]. Never got a call. In first part of Nov the door department had to come out an fix one of the doors. I told him the problem and gave him a picture go give to [redacted] at a manager meeting on 11/11/2014. I have not heard from them and I told them I would report them to the Revdex.com if I didn't get a response.Desired Settlement: I want the gutters fixed and I feel it will take this complaint to the Revdex.com to get any response. Thank you for your assistance.

Business

Response:

The following is Best Window & Door Company’s response to the Revdex.com’s complaint dated 11/14/2014 and assigned ID [redacted] Best Window & Door Company received this complaint from the Revdex.com in the mail on Wednesday November 19, 2014. The company had already contacted Ms. [redacted] on Monday November 17,2014 regarding the scheduling of his outstanding service issue. She was available that morning for my installation crew to come inspect the issue as this was an ideal day to inspect the operation of the gutter system because of the steady rain we were experiencing. Upon inspection, the gutter system was performing exactly as it should. The steady rain was flowing from the roof onto the gutter protection and directly into the gutter itself. The installation technician removed the gutter protection from the gutter and caulked the backside of the gutter where it meets the fascia. Although this was an unnecessary measure, this satisfied Mr. [redacted]. The technicians could not find any areas of the gutter that showed rain getting behind the gutter. In response to the Customer’s Statement of the Problem, Best Window & Door Co. did install new gutter and gutter protection for Ms. [redacted] on 5/13/2010. After the installation was complete we did perform 4 service calls from May of 2010 through February 2012. All of the service requests came through Ms. [redacted]. Each of these phone requests were answered and had service technicians scheduled to inspect and fix any discrepancies. Best Window & Door Co. did find legitimate discrepancies due to the extreme pitch of the roof and the back angled pitch of the fascia board. During each of these service requests Ms. [redacted] agreed that the repairs performed were to her satisfaction. Ms. [redacted] states “the falling (sic) year I noticed ice forming between the roof and gutter. I contacted Best Windows and [redacted] did not return my call sent a picture of ice flowing over the gutters which isn’t the problem we have”. After Best Window & Door Co. received this service call we mailed out our brochure that contains third-party, objectionable information about ice dams. What she had described to us on the phone was the exact definition of an ice dam. Ms. [redacted] states “I got a little disgusted and let another year go by. 2013 we had the same problem but Ididn't contact them again till (sic) Oct 2014... ”. Our company cannot respond to issues if we do not know that there are issues to respond to. If the customer is upset and needs something addressed our company needs to be informed of it. Best Window & Door Co. cannot be at fault or take responsibility for a service discrepancy if there is not one recorded. Ms. [redacted] states “I didn't contact them again till (sic) Oct 2014... ”. This is a correct statement. However, her service complaint was that she was experiencing “ice forming behind her gutter’’ did not make sense due to the fact that at this point in the year there had been no chance for ice or snow to form due to weather conditions. At this same timeframe, Mr. [redacted] called into Best Window to have a service technician inspect and issue she was experiencing with her storm door. She asked the receptionist if the door service tech, could inspect the gutter issue as well. The receptionist ([redacted]) told her that the door service tech would not be able to “fix” any gutter issues. The door service tech, was schedule for Monday 11/3/14. Ms. [redacted] gave this service tech, a photo of her gutters. The photo was turned into management and the gutter department onTuesday 11/11/14. The photo in question has a date stamp of 2012. In summary, Best Window & Door Company does not feel it was negligent in any way regarding the service request made by Ms. [redacted] for the gutter contract of Ms. [redacted]. Best Window & Door Company considers this matter closed.