Certified Home Remodelers, Inc.

The manufacturer of the*** windows that were installed in the house are no longer being made. The warranty procedure from the manufacturer is a long and grueling procedure. They have made the glass twice but made it wrong both times, (once with no grids the other with the wrong
color grids). As of now September 24, we have finally received the proper glass and scheduled to install the new window glass Friday morning September 26th

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

With two and three window projects we normally stack them with another small job to make up a complete day for our installers.  Unfortunately in both cases the first job ran late and were not able to get to the other due to unforeseen issues.  This is very abnormal, and we greatly...

apologize for the inconvenience.  We are scheduled to install the windows on October 28th in the morning (1st stop).  This date was selected by homeowner as next available date.

Review: The end of July I ordered windows from Certified. They told me 6 to 8 weeks for delivery/installation.The sales rep contacted me and told me that the windows would be installed onFriday 9/19/14 in the afternoon. I took 1/2 day vacation so I would be available for the install. They phoned said unable to install another job ran over butwould install on Sunday, 9/28. I called Friday 9/26, twice, to confirm installation and nobody seemed to be aware of this. I never received a return call. Saturday receive a call from the installer that he would be at my house on 10/1 at 6 pm to install the windows . I tried calling to confirm he was indeed coming over. Still no return call. I understand jobs run late, things happen. I don't understand the rudeness to customers. Certainly will deter me from future recommendations and additional projects with them.Desired Settlement: Want my windows installed

Business

Response:

With two and three window projects we normally stack them with another small job to make up a complete day for our installers. Unfortunately in both cases the first job ran late and were not able to get to the other due to unforeseen issues. This is very abnormal, and we greatly apologize for the inconvenience. We are scheduled to install the windows on October 28th in the morning (1st stop). This date was selected by homeowner as next available date.

Review: In March 2014 we noticed a large crack in one of our windows. We assumed this was due to the extreme cold winter we had. As certified as placed the windows originally, we called them. [redacted] came out & agreed that the cold winter p[redacted]ably caused it. He said the manufacturer would no longer warranty the windows but that they would take care of it. He told me he would order a new window & it should take about 2 weeks to come in, then they would schedule the install of it. In the meantime, we decided to have a sliding glass door replaced. Due to our original good experience with this company, we had them replace it. This was done early July 2014. We were told the other window would be replaced at the time of the sliding glass door installation. However, when they came to install the door we were told they ordered the wrong window & would have to order another one. I called & spoke to [redacted] August 4. He said the window wasn't in yet. I expressed my frustration that this was taking so long. After all, this should have been corrected back in April. I didn't hear from him. I then called back(I don't remember the exact date) & asked to speak to [redacted] since I wasn't getting anywhere with [redacted]. I was told [redacted] would call me back, but never received a call from him. On August 20, I spoke to [redacted](?) & more vehemently expressed my dis-satisfaction. [redacted] immediately called me back & said he was checking that day on the status of the window & would call me back. Well, now it is August 26 & I haven't heard back from him! Due to the consistent lack of communication, I am left to assume they have no intention of replacing my window. The customer service has been atrocious! I just want my window fixed, especially before going into another winter!Desired Settlement: I want them to do what they said they would do-order me a new window & install it!

Business

Response:

The manufacturer of the[redacted] windows that were installed in the house are no longer being made. The warranty procedure from the manufacturer is a long and grueling procedure. They have made the glass twice but made it wrong both times, (once with no grids the other with the wrong color grids). As of now September 24, 2014 we have finally received the proper glass and scheduled to install the new window glass Friday morning September 26th.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.