Cascade Windows/Paramount Windows

We have made contact with the customer and received her response on 11-21-2014.  We will be taking care of the chipped block repair.

SCAM, STAY AWAY !

The worst experience I have had w/ any company. Caked for sales person to come estimate as we wanted French doors and wanted inside screens. We're ready to spend around $5000 for the job.

Sales lady came and made all the necessary promises and would be back w/ prices and scheduling w/in a few days. After two weeks and numerous calls by us; we were told she was "working on it". It is now a month and no follow up has occurred.

We have contracted w/ a company that was very responsive and prompt. Stay away from Cascade

Review: We purchased new windows for our house last year from Paramount. They have been purchased by Cascade. One of the windows had a defect. Cascade replaced the window with new glass last week. The window is large and over our front door. They had to use scaffolding and several men to lift the glass. This is a brick house (unpainted grey brick) and the workers chipped a very large piece of brick out with the scaffolding. There is now a very obvious "defect" with the brick directly over my front door. I want it fixed.

They have been notified of this damage and have not bothered to get in touch with me about it.Desired Settlement: I want the damaged brick to be replaced so the chip is no longer apparent.

Business

Response:

We have made contact with the customer and received her response on 11-21-2014. We will be taking care of the chipped block repair.

Review: purchase windows and sliding glass doors

the glass in the Sliding glasss doors is distorted/defectiveDesired Settlement: just want them to replace distorted/defective glass

Business

Response:

Paramount was contacted by Mr. [redacted] with regards to the distorted tempered glass in September of 2013. The owner of Paramount and myself went to the jobsite to view the doors, and at that time we felt that the distortion in the tempered door glass was within acceptable levels of distortion based on industry and tempering standards for that glass. In an effort to ensure we were not taking the complaint lightly, we contacted the Manufacturer of the glass, ([redacted]) and asked them to come out and do a site visit to inspect the door glass and make sure that there was not a product quality issue with the glass they and we had to supplied to our customer. As you can see by the attached report and documentation from Guardian’s inspection of said glass, they determined that the door glass conformed to industry and tempering standards. At that time we let Mr. [redacted] know that the door glass was within acceptable industry standards. In spite of the information that we had relayed to him, Mr [redacted] was still insistent that we change out the glass, so in an effort to satisfy him, we ordered some of the door replacement glass through an local “Custom” tempering facility and replaced the units that had the appearance of more distortion. Apparently Mr [redacted] is still not satisfied, and at this time we feel we have gone above and beyond in an effort to satisfy our customer to no avail. [redacted]Vice President of OperationsParamount Windows LLC.

Consumer

Response:

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.

It is true that your supplier came out and visited the home that is about the extent of the truth. The glass in the door was replaced because it was distorted . the larger doors were never replaced .This glass is absolutely distorted and looks nothing like we were shown in your showroom I accompanied the Homeowner to your showroom .The glass looks nothing like what they were sold. I have been in the industry for 25 years and have never had glass installed that is this bad !?

Regards,

Business

Response:

We do understand Mr. [redacted]’s concerns and have attempted to resolve these issues. We changed out certain wavy glass that could have been considered borderline industry standards in attempt to do so. This is something we have not done for other customers throughout Arizona. In other words, the same product from the same manufacturer has been installed in approximately 60% of the new construction homes in Arizona. Paramount Windows presently supplies approximately 60% of the State’s new construction. Tempered glass is heated in the safety tempering process and therefore this process results in distortion of the surface (waves). Most builders understand that this is a natural process. The Registrar of Contractors will not enforce any issues with wavy glass since the industry cannot measure the distortion. Viewing the tempered glass in a show room as Mr. [redacted] did with his homeowner will not reveal the distortion as with an exterior install especially in a situation that has glass panel exposure on three sides. The glass reflects off one another adding to the distortion. Unfortunately we cannot fix the problem with the existing units. The glass we have in production has the same distortion for those units in question. Sincerely, [redacted]Vice President of OperationsParamount Windows LLC.

I recently used Cascade Windows to replace all my windows on the back of my home. I am very pleased I did so.

I contacted three window companies, but Cascade was the most professional and had the lowest price. Their sales person was knowledgeable, and he had some helpful suggestions which improved my living space. The installers did a very good job, and the stucco workers were masterful with their work.

Cascade Windows is the only window company I will use when I have a need to replace additional windows.

Our newly purchased older home had it's original windows that were in need of replacement. We saw Paramount's ad in the paper and their professional presentation and discount offer prompted a quote and subsequent hiring of them for the job. The employees were very professional and worked hard the entire time. One of the glass panes cracked during installment, but they immediately ordered a replacement that was installed next day. Their process in removing old windows without destroying the surrounding structure is impressive to say the least. We would definitely recommend Paramount Windows to other consumers looking to replace existing or install new windows.

Review: I recently purchased replacement windows for my home from Paramount Windows. At the time of purchase, I repeatedly asked the sales person and the individual who came out to measure my windows if the company was able to remove security bars from my windows to install the new windows and then put back the security bars. I was repeatedly assured this was not a problem. When the time came to install my windows, the installation crew showed up without the proper tools to remove the one way screws holding my security bars in place. Instead of taking time to go to the [redacted] down the street to buy the took, they proceeded to bang on my security bars with a chisel and hammer. Ultimately the cut off the heads of some of the screws--but they did NOT have the screws to replace the ones they damaged! The installation crew had informed the supervisor first thing in the morning that they did not have the proper tool to remove the screws; he chose to wait until the end of the day to go purchase the tool-- after hours had been wasted hammering on my security bars with a chisel and hammer!!! They had to return another day to finish the installation of the security bars--and when they returned, they AGAIN did NOT have the tool!! I had gone to the [redacted] myself the night before and purchased the tool because I felt from talking with their supervisor that he would NOT be responsible enough to follow thru and make sure the crew would have the tool they needed! They had to use another tool of mine in the installation process because they did not have the tools they needed with them!!!!

To make matters worse,the supervisor argued with me about re installing sun screens that had been remo ved to install the windows, when it is clearly written in black and white on the contract that the sunscreens were to be put back in place

I believe the company should make an accomodation/credit to my account for this really poor installation experience.Desired Settlement: To have my credit card credited--for the tool I purchased and for the totally unprofessional installation experience. Even members of their crew were embarrassed by what went on.

Business

Response:

In response to Mr. [redacted] complaint, we have 1000’s of

happy customers, quite a few of them that take time out of their day to call us

and tell us what a great experience they have had. We tried to give Mr. [redacted] the same experience, to no avail.

We are not Security Bar experts, but rather Window experts.

We did not charge him for removal or installation of the security bars, in fact

he received a discount of several % from what we normally charge due to the

size of the job.

Upon completion of the job and finding out that Mr. [redacted]

was not happy with his experience with Paramount, the VP of Operations

personally called him to discuss the situation, in an effort to see if there

was anything that Mr. [redacted] needed from Paramount. At that time, Mr. [redacted]l

indicated that all had been finished satisfactorily, and nothing further was

needed. He did not indicate that he was looking for any reimbursement, but was

merely wanting to voice his displeasure with the experience.

We did have to use the tool that Mr. [redacted] had purchased,

however it was due to Mr. [redacted] not wanting us to use the security fasteners

that are typically used in block installation applications, but rather wanted

the same fasteners that were originally installed with the security bars. We

had never used that style of fastener prior to this, and were not prepared for

using or replacing the same.

We would be more than happy to reimburse Mr. [redacted] for the

tool that he purchased, however we do not believe any further compensation is

necessary since the job was satisfactorily complete.

Consumer

Response:

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.This is not a resolution. They KNEW exactly what type of fasteners were on the security bars; their ssles person viewed the bars, and so did their manager who came out to measure the windows. To say they did not know how they were fastened is absolutely NOT true. Plus I repeatedly asked BEFORE I placed the order if they were able to do the job as requested--they always answered yes. At no time were they supposed to cut off the heads of the screws or to pound away at the security bars with a chisel and a hammer!!!! If they could not do the job they should have said they could not do the job before they accepted the order. VERY POOR customer service--as I indicated before, even their own people were embarrased at the events that transpired!!! Regards,[redacted]

As new homeowners my husband and I weren't exactly sure where to start in terms of finding a reliable company to replace 5 windows and a sliding glass door in our home. We received a referral to Cascade Windows from our realtor and were very happy with the experience from start to finish.

The sales woman really took time to explain our options and provided us with a detailed quote. The installation of our new windows went smoothly and every employee we spoke with was very focused on ensuring we were satisfied with our experience. After the installation we had a couple (extremely minor) issues which were resolved in a very timely manner.

We are thrilled with our new windows and have noticed a significant reduction in both noise and heat coming in from the outside. We would absolutely recommend Cascade Windows.

Review: In purchasing replacement windows in 2012, the most expensive was the arcadia door. This morning I found that the sliding part of that door had cracked into something that looked like overall ice crystals. It's Saturday, I sent an email, phoned, looked at the web site. Dead silence. No one home till Monday.

This window (ordered as Low E glass with argon) is shaded by a patio cover and by a Lowe's pulldown window screen on a roller. Neither door not window has been opened for almost all of summer, except once or twice for cleaning.

In 2012, I wrote them to ask about the arcadia door which did not have a Low'E /argon sticker on it. They ignored me. I'm 76.

There should be an emergency number for this kind of thing, since a large broken window/door can provide access to people I'd consider harmful.Desired Settlement: Preferred: a return service call today, and a visit by a technician on staff for emergencies; a complete safety measure that keeps heat dust and people from coming into the house while waiting for a replacement provided by company without charge to me.

Bait and switch.......

I started the process of researching companies and prices for a stackable sliding door to be installed in my house 6 weeks ago. We had a representative (Jerry Zipp) from Cascade Windows come to our house the week of June 22nd who gave us a quote for $9,000 (including tax) for a 12' stackable vinyl sliding glass door. (3 panels 4'X8') He said that his company employed all personnel that from the beginning to the end of the process so we did not have to worry about a subcontractor not doing good work. He said the they warrantied the door itself for 20 years and the guarantee for the installation was for a lifetime because all of their employees completed this process. I let Jerry know that he was the first company I met with and would be meeting with more - he asked me to give him the opportunity to match any price as they guaranteed the lowest price.

I went on to meet with Pella and Valley View Window and Door and was educated that the Aluminum doors were superior to the vinyl doors so I started getting quotes on that. I received a quote from David and Valley View for an Aluminum door for $7,500 and presented that quote to Jerry Zipp at Cascade and said he could to everything (installation and tax included) for $8,000. I said great, let's get the process started. We scheduled an appointment for Friday July 24th at 1pm to meet with my wife to sign the contract, pick out the color and give him a deposit of 50%. About 10 minutes into the meeting he told my wife that the price was going to be almost $10,000 so my wife called me while I was at lunch. I talked to him by phone and he said that he made a mistake (which he could of called me prior to the meeting) so we worked out a price of $9,400 with everything included (tax and installation). My wife and I discussed it over the weekend and decided to go with a bigger door and get 4 panels (4'X8'). I called Jerry back and he said the cost would be a little over $15,000. I questioned the high price as we were just adding one panel and the cost went up 66%; their response was that I need to get a quote from another company to match. So.......reluctantly I went back to Valley View Window and Door for a quote on 4 panels and sent it over to them. The sales manager said that the quote had been "manipulated" as it was missing some information (insinuating that I changed something on it). I pointed out that it was a PDF and I was not able to "manipulate" it, but told him I would go back to Valley View to have them add the missing information - which I did; it was for $10,635. When I sent it back to them, they said they would work up the contract for me to sign. Then I get a call from Jack Walker on Thursday, informing me that the installation did not include cutting out the wall and framing it for the installation; that would be an additional cost between $2,200-$2,600 depending on the electrical work that was involved. He said I would have to work that out with the subcontractor they use. I told him that we were told (my wife and I were both part of this conversation) that all of the work was done by their employees and there would not be any middle men. He said that I was misinformed and said the $10,635 they were matching would include the cost of the door and the installation to put the door into the frame that the subcontractor we chose put in (we pay the subcontractor and additional price of $2,200-$2,600; total price is now $13,000). I then received an email from Jack Walker saying the quote I received from Valley View was for the color bronze anodized and not the tan that we had selected with them; he said that it would be an extra $1,250 (now a total of $14,250) for the tan color; even though there was NEVER a mention in any of the multiple interactions/quotes that we previously had. I also received an email from Valley View (the competitor's quote) regarding clarification on installation about 15 minutes after I sent their quote to Cascade Windows; I am confident that their was some sort of coercion/price fixing behind the scenes but would not be able to prove it unless I had phone records or email data.

I asked Jack Walker to honor his original price and he said he was not going to do that.

This just wasted 6 weeks of the process getting started on the door and a LOT of time and frustration on my part.