Colorado Window Source

[redacted] project was indeed a large remodel project coordinated by her contractorWe have been in communication with her and have been to her home several timesAt this time all issues have been resolved and we believe we have performed on our Contract

Colorado Window Source understands and
sympathizes with our customer with respect to the complexity and frustration of remodel workOur last visit with the homeowner was 7/7/16, when she meet with one of our owners and the installer who completed her projectAll issues were addressed and resolved in person at that timeIt was pointed out that the water incursion which resulted in ceiling damage was due not to faulty installation, pictures of install process were reviewed and extra steps taken by CWS to prevent water incursion were pointed outExtra steps were needed and taken, at no extra charge, as it was obvious on install that the exterior deck accessed by this door drained toward the house and patio door in question instead of away from them as it shouldWith water literally pooling at the base of the door due to a preexisting deck and drainage issue there is simply no way to guarantee no leaksFixing the deck will prevent any further issues it was agreedAs to the absolute perfection of “plum” on the window in question the discussion revolved around the need to accommodate existing structure and place window in as ‘perfect” a situation as possibleRemodel being remodel the window was installed to manufactures specs, has a lifetime warranty, and is as perfectly “plum” as it can be in this instanceThere were some payment hold back issues with Ms*** as the project completed, but following the above referenced meeting those issues were resolved and our accounts are squaredIt is unfortunate that there are concerns around CWS and the work performed, but we sincerely believe all services were completed in a professional and workman like manner, to include proactive measures not chsrged forThank you *** ***

Initial Business Response /* (1000, 6, 2015/08/26) */
We sincerely regret that Ms. [redacted] is not happy with her purchase of the Amerimax patio door, which is an excellent product.
With respect to the magnetic operator for the blinds on the door it is designed to "break" or disengage when moved...

past the intended range and will have the operator piece "fall out"
Easily put back in working order as this is how it is designed to work.. Most likely that is what we have in this case but not having been allowed back into home we can not say for sure. If it truly broken it will of course be fixed at no charge to homeowner as it is a warrantied item.
Please see the attached paperwork, approved by homeowner, which clearly shows the size of the door being ordered, and our agreement to replace both the interior and exterior trim.This being made necessary as door being ordered is a "stock" door not custom, as most replacement Patio doors are.
We meet homeowner after installation of the door and came to an agreement on how the exterior trim would be completed. Unfortunately we were denied entry on our attempt to install agreed upon trim work.
There indeed has been no "resolution" as our attempts to complete trim installation or review magnetic operator have been rebuffed by our customer in favor of this approach to problem resolution.
Colorado Window Source ordered and installed the customer approved door to manufactures specs and we believe if we were allowed to trim the door as per our signed agreement that Ms [redacted] would be pleased with end result.
Should this option not prove satisfactory we can arrange for our customer to receive a new Amerimax 5500 series door, made to a more "custom" specification, with out blinds. Door model would change in order to accommodate these changes.
This would be accomplished as a straight "switch" no change in pricing up or down and Colorado window source will absorb the cost of the second installation.
We truly hope one of these options will work for Ms. [redacted] as the other option available to us is to go to our lawyer and the courts for enforcement of our signed contract rather than allow our written agreement to be renegotiated via "complaint" after installation is mostly complete. While we feel this is an even more confrontational option than the action taken by our customer we will pursue this option should we not be able to come to some agreement as how to proceed.
Initial Consumer Rebuttal /* (2000, 8, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dispute Resolved Colorado Window Source offered to replace the patio door but we declined the offer. The door we have is a superior product. The company have promised to contact Amerimax to fix the integral blind.

We here at Colorado window Source, CWS for short, are disappointed that Ms. [redacted] found our service so lacking. We strive for nothing short of excellence, and with more than 400 installs last year we generally achieve our goal.  While we are not perfect such disappointment is not the norm in our...

experience and we regret such is the case for Ms.[redacted].Mention is made of the fact that the installers were put off by arriving only to find the blinds Ms. [redacted] had been informed needed to come down prior to their arrival still up. These are window installers paid by the piece, not the hour, and they are extremely good at what they do, so we want them doing that, window installation. This is why the attached email was sent to Ms. [redacted] several days prior to her install. The email clearly reiterates instruction provided in previous written and verbal communication. It is the same instruction provided to all our customers. Please take your blinds down. Installers taking down blinds need to put them somewhere, usually the closest flat surface will do. This is why we ask all customers to take their blinds down, they generally are happier in the end if they do so.The statement “my patio doors were incorrectly manufactured with Brick mold on them” is only partially correct. Brick mold is a type of exterior trim. The doors were sized and ordered per our contract with Ms. [redacted] with “no brick mold to be attached” The manufacture took the correct sized door and attached brick mold. We removed the brick mold and proceeded with the installation as per our contract. Doors fit as intended and we completed the project.When contacted by Ms. [redacted] about her “missing” Phantom screens we told her we would review our paperwork, asked that she review hers and if there were any such missing screens we would of course get them to her. Understand these are $1700.00 screens and we write a contract for all purchases, even small repair jobs get a contract and an invoice. Upon review of our paperwork we found no such agreed upon purchase, no contract, no down payment nothing, and advised Ms. [redacted] of such. She insisted she had made such a purchase and we asked for documentation. Next we heard from Ms. [redacted] was this complaint so the assumption is made she found no such paperwork.Sincerely[redacted]

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

[redacted] project was indeed a large remodel project coordinated by her contractor. We have been in communication with her and have been to her home several times. At this time all issues have been resolved and we believe we have performed on our Contract.

Initial Business Response /* (1000, 9, 2015/11/02) */
With respect to the [redacted] project, we here at Colorado Window Source completely agree that the project has dragged on for far too long. Mr. [redacted] is a returning customer whom we are helping to get hail damaged windows we previously...

installed replaced and or repaired. Being a returning customer, Mr. [redacted] knows very well their project will be completed. It is short only a few pieces and parts, and is substantially complete even now. Once it is completed the balance due of some $9000 can be collected by CWS and we can part on good terms. Unfortunately we both are at the mercy of a manufacturer who abandoned it's presence in the State of Colorado and is having a hard time getting the correct product to us.
Offered as an example is our experience of 10/30/15, which was to be the final chapter in the project but failed to achieve resolution. The replacement part sent by the manufacturer was 2" too short. This is the third time this product has shipped incorrectly from the manufacturer. If CWS was the manufacturer this would all be a moot point, but we are not, and so we must persevere in our efforts to obtain the correct part and complete the project.
This project was taken on in an attempt to help a previous customer get hail damage repaired. Unfortunately it is clear the customer should have been sent to the manufacturer directly, leaving us out of the loop and avoiding the current situation altogether. Regrettably this is case of trying to do the right thing by a customer and having it go very wrong due to circumstances beyond our control and paying the price for it.
We are diligently working with JELD-WEN, the manufacturer in question, to get the proper pieces shipped to us so that we can affect repairs on the windows and collect the balance due. We understand and share the frustration of our customer, but we do not build windows and cannot make this process any quicker. As soon as we can get the proper parts the project will be completed.
Initial Consumer Rebuttal /* (3000, 11, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The project remains incomplete. There is no projected completion date. The original date was before the end of May,then it was the end of June, then the end of July then the end of September, then the end of October. CWS took the order and the money and they have not completed the work.
Final Consumer Response /* (4200, 15, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The project is not complete. We are still awaiting delivery and installation from the original order. We are still awaiting correction of parts that were installed defective. I have signed a contract with and have written checks to Colorado Window Source not to Jeld-Wen. CWS must be responsible for a proper installation of parts that are not obviously defective.
No resolution has been proposed, other than someday some way. Blaming someone else does neither of us any good.
Final Business Response /* (4000, 20, 2015/12/17) */
We deeply regret and share the frustration felt by Mr. [redacted] as it is we who are caught in between a non-responsive supplier and a previously happy customer. Unfortunately, Colorado Window Source is not a manufacture nor fabricator of replacement windows nor replacement window parts. We are completely and totally at the mercy of our suppliers, who is this instance have failed miserably. Mr. [redacted] it must be pointed out has more than sufficient leverage over CWS, as fully 50% of the funds due are being held against 1% of the project left uncompleted. CWS has paid in full for the products and labor on this project and await pieces and parts to complete the install and be paid, leverage in excess this lies with Mr. [redacted], whose project will be completed as soon as the correct parts are received. Further we would reference Mr. [redacted] to his contract which makes provision for such cases and this and more than adequately covers the topic. Again CWS is making and will continue to make every effort to obtain and install the missing pieces just as quickly as possible as Mr. [redacted] well knows. He after all has worked with us before and knows our reputation and track record.