CVS Windows & Siding

The only reason the customer would consider the job incomplete is regarding a shared exterior capping situation, meaning that more than one window shares a single casingWe, at CVS, performed the full installation, as was written and described in the contract, for the existing
situation of an unusual shared capping on the windowsThe only remedy would be, on the next phase, a capping be placed on the shared window after the installation; an installation in which CVS is not contracted or interested in performing, simply for the excessive delay in receiving completion monies/final payment. Therefore, the only other option is a credit of $per situation, totaling $for the two identical situations, to pay for the capping for the next contracting company of the client’s choice

Review: Windows were installed 9/19/2015 to keep the cold out. After installation of the new Windows wind is still blowing in. We have contacted the business several times, an installer came out and stated it isn't the Windows problem the Windows need sealed outside. He needed to order the product he needed to do this and would get back to us once he received it. This should have been taken care of with installation, we have not heard from them and have called several times with no return phone calls. Very disappointed in the quality of the Windows along with customer service we have received. The cost of the three Windows was not cheap being an older retired couple living on a fixed income and then being ignored when there is a problem.Desired Settlement: First and foremost we want the job finished and taken care of to where air is not entering our home. I really would like nothing more to do with this company but the problem needs fixed. I will never recommend this company to anyone.

Business

Response:

The customers purchased windows from CVS on 8/17/15. The installation for these purchased windows was completed on 9/19/15 to the customers' satisfaction. The customers first reached out to the CVS office regarding concerns with air coming around the windows on 11/30/15. The windows purchased were a "manufacturer's direct install", and per the agreement between CVS and the manufacturer (Alside), the manufacturer is responsible for any services within the first year post-installation.Our office processed the service request given by the customer on 11/30/15 by alerting the manufacturer of the issues stated by the customer the same day (11/30/15). A manufacturer's representative visited the customers' property on 12/3/15 to assess the window installation and determined that further materials needed ordered in order to seal the window more securely from potential air infiltration. The materials were ordered with the manufacturer directly that day and the customer was instructed that as soon as the materials arrived, the representative and/or manufacturer would be in contact with them to schedule an appointment to have the windows sealed on the outside. Parts/materials can take anywhere from 2-6 weeks to receive in from the manufacturer depending on business.A manufacturer's representative went back to the customers' property on 1/16/16 and sealed the outside of the windows, therefore completing the service requested by the customer within the usual time frame. The customer has signed a service completion form stating that they are satisfied with the work performed dated for 1/16/2016. CVS is unaware of any further issues or concerns the customer has.

Review: [redacted] the owner of CVS, and [redacted], his sales rep, make promises they don't keep. We have spent over $20,000 dollars with them and they didn't finish the job that they started. I have called and texted [redacted] on his personal cell phone several times. In fact, one of the times I texted him with a complaint, he proceeded to tell me that he didn't have to give me a Christian brother discount, as if he was doing me favor. One of his window installers called me and stated that he was not getting paid which was no fault of our own-CVS didn't pay him after we paid CVS. The installer even threatened a mechanics lien against us. [redacted] came out to the job site to check on our complaint and I was told [redacted] the owner was in Florida and he would fix the problems... that was two months ago.Desired Settlement: Finish the project. Do what you promised

Business

Response:

The only reason the customer would consider the job incomplete is regarding a shared exterior capping situation, meaning that more than one window shares a single casing. We, at CVS, performed the full installation, as was written and described in the contract, for the existing situation of an unusual shared capping on the windows. The only remedy would be, on the next phase, a capping be placed on the shared window after the installation; an installation in which CVS is not contracted or interested in performing, simply for the excessive delay in receiving completion monies/final payment. Therefore, the only other option is a credit of $79 per situation, totaling $158 for the two identical situations, to pay for the capping for the next contracting company of the client’s choice.

Review: on 8/6/13 we ordered 7800.00 for 1 bow window and 1 patio door. We asked many questions down to the price break down for everything because the door was getting diamond v groove pattern, we needed full screens for the all sections of the bow window. We made sure to ask if the company paid for the permits and if they where bonded. [redacted] the salesmen assured that they took care of all that. They had 16 years in the best customer satisfaction & A+ rating with the Revdex.com. He kept saying this will be a 1 day install because factory measured, made & installed. Thats why we decided to go with cvs. On 9/12 it was a nightmare. First pulling up the old bow window the installer made HUGE holes in the drywall, then he covered up only half of the holes with 2 different sizes quarter round wood. YES I HAVE PICTURES! the holes where still very very visible and it looked even worse with 2 sizes of wood to frame the bottom of the seat. He also left a dirty foot print on the unfinished wood. He didnt have full window screens & they installed the door to open on the wrong side. I told him we ordered it for the left side. He argued with me so I showed him the contract that said left side and full screens. He put the stopping brackets in the middle of the door covering the pattern that we paid for. There was no capping on door or window. There was exposed fiberglass all around the door and he said he couldnt do the window. Exposed wood on the outside of the window & door with staples that could rust. It also looked like the bow window could fall out at any time.I tried many times to talk to this company about making this right.They said I was going to get a new wood seat & that never happened. They came out 5 more times & with the wrong door that is still upside down now but opens on the left. The worst is that they never got the permits that I was charged for and are not bonded in the city of [redacted]. I wanted a refund they said that was reasonable. After 3 weeks they told me to contact the factory, who laughed at me.Desired Settlement: I was told My refund amount of 50% off was very reasonable & I was told at first I was going to get 3000.00 because I refused to pay the remaining 800. Cvs told me they had to work out some things with [redacted] and I would get 1 check instead of money refunded to my [redacted] and [redacted]. Then they brushed me off with a letter to contact the factory. I was told that I was getting a refund and even how I was to receive my refund. I want $3000.00 and cvs can fight with [redacted] I shouldnt have too.

Business

Response:

After careful review, please find the report of our findings of the job.

I personally made a visit to the home to review any/all product issues that the customer is still experiencing. The Revdex.com process is in place to assist homeowners to resolve issues with products that a business is not taking care of. I am not aware of a provision of the Revdex.com to assist in a negotiation of a collection, payment or credit.

This entire final resort of the customer has nothing to dii with anything but money. All the items suggested in the complaint are the reasoning to demand more money. The customer has a beautiful product in their home. There were no outstanding issues (That they would allow remedied…see below) pertaining to product or installation. Based on a remedy that the Revdex.com can moderate and/or a complaint of lack of service (Which is not the case. the customer themselves state we have been there 5 times). The consistency of our office taking the numerous phone calls from the customer after the completion of the project and the inspection/visit to verify the final project completion….

The concern that we had at CVS was that the customer was currently experiencing a product failure or an installation item that was not being cared for.

CVS has a great working relationship with our manufacturer [redacted] Inc.

[redacted] is CVS’ window company. [redacted] Measures, Installs, and services the projects.

Despite the number of occasions the manufacturer visited the home, I was pleased with the final product from my inspection. I confirmed that the homeowners were happy with the final results. I also examined and concluded the patio door was in fact NOT installed upside down. The glass in the final sashes came without the V-Groove glass. [redacted] gave the customers the option to have the installer remove the glass from their original sashes (V-Groove) and put them in the new sashes. This is a process call field glazing. The Manufacturer is qualified to do this in the field (At the Home) and maintain the warranty of product.. When they did this exchange the 1 ¼ inch x ¾-etched logo that was originally located on the lower corner of the door was located in the upper corner (see Photo). I have confirmed that there is not a required top or bottom to the glass. The logo located in a different area is only an aesthetic issue. While at the home I offered the customer the opportunity to have the manufacturer come back and invert the glass in the door it that would be their wish. The customer refused to have [redacted] back at their home. It was at this point we consider the project complete. The Manufacturer made an offer to credit the customer $800.00. The customer has insisted that they have not received a credit and that the $800 was only the money they refused to pay at the end. The ONLY remaining issue is the balance of $800.00 and the reasonable Credit offered by the manufacturer. Please note that this customer has filed with other agencies as well.

This entire complaint is concerning money. The product, reguardless of timeframe (For which [redacted] offered compensation) , is beautiful (See Pictures)

Review: Salesman basically told us we had a short window of time to put a roof on. So we agreed and wrote out a check for $1250 and financed 9000 dollars. A week and a half later the check has already been cashed and not a word from the company about setting up an appointment. Husband called last week and they said they would call us this week. Still, no word. 10000 dollars have been cashed and the company has yet to contact us. So much for we dont put roofs on in October so you better decide now.Desired Settlement: Would like the product I paid for. Asking for contact from the company or the salesman wouldve been nice. Spent 10k on something and have received no word or product. Need a roof put on asap. Regardless of the company.

Business

Response:

Since the time of the customer's complaint, the contracted job has been completed as outlined on the signed contract (for a roofing project). On said contract, there was no mention of an approximate start or completion date for the project. The CVS salesman was able to approximate that at least two weeks would be needed to put the customers on the installation schedule. Due to the nature of a roofing job (being greatly affected by the weather), CVS cannot give definitive times for completion, only approximations for a start date (dependent on the time of delivery of the materials).

The customers had made their first call within the first week of having sold the project asking for an update regarding a start date. Materials were still on order at the time, and therefore, installation could not begin. It is procedure to call the customer to schedule an appointment for installation once material has arrived so as not to schedule prematurely. Knowing the customer was upset at the time frame, the production manager was able to put a rush on the job and have materials delivered within a few days of having the customer call in.

It is a required procedure for CVS salesmen to collect an initial deposit in order to help cover the cost of materials needed to begin the job. The remaining portion of the contract, approximately $9,000, is financed and has NOT been submitted as of 10/28/2014, as we have not received a signed completion form from the customer indicating satisfaction, so the job remains unpaid for, although the actual installation is complete. The contract was sold and signed on September 27, 2014 and the job was completed by October 23, 2014. Much of the delay was due to inclement weather (including almost an entire week of rain).

The original salesman was present during the entire installation, from start to finish, to ensure proper work was done. He, along with the service tech, have been back to the residence on three separate occasions, going above and beyond the contracted work, in order to ensure the residence was taken care of properly. At this time, we are unaware of any further issues regarding this job. There may have been unclear communique about the time frame required to complete the job when signing the contract, and for that CVS apologizes, but the job was completed within a timely manner, at the earliest possible time. Our representatives have gone above and beyond in an attempt to appease the customer.

Review: Air leaks through window area, and damage to wood frame around windows.1-22-13 Called for service, no return call1-25-13 Called for service, no return call1-28-13 Called for service, appt made for 1-30-131-30-13 CVS cancelled appt1-30-13 CVS rescheduled appt for 1-31-131-31-13 CVS cancelled appt at 10:00 am1-31-13 CVS rescheduled appt for same day 11:45 am-12:15 pm1-31-13 CVS tech arrived, lit a lighter to check for leaks around windows stated no leaks, I put plastic on window frame and showed leak, tech said windows need insulation, tech did not have tools, another appt would have to be made. I covered windows with plastic to keep cold air out2-8-13 [redacted].Inc. called made appt for 2-11-132-11-13 [redacted] tech arrived and cut cocking around windows to remove windows, installed insulation, then recocked by spreading cocking with his finger covering the slit made in old cocking and some of cocking is coming undone2-11-13 Called CVS, talked to [redacted] owner [redacted] advised air still leaking and wood frame damage from tech adding insulation an reinstalling windows. [redacted] stated cocking needed to dry for 2 days.2-13-13 I covered windows with plastic to keep cold air out, called for [redacted] owner of CVS, he was unavailable, was advised [redacted] and will contact me3-14-13 Called CVS, left message, no response4-5-13 [redacted] and CVS appt for 1:00, [redacted] called and cancelled same day4-9-13 Rescheduled appt CVS and [redacted] took pictures of windows and wood frame damage. Advised me they would contact their engineers and get back to me. I noticed some windows are installed on a slant and a piece on one window is missing when installed. As of 9-10-13 no responce.Desired Settlement: fix the problem or refund

Business

Response:

CVS Windows & Siding has received the complaint from Mr. [redacted]. It is our position that this complaint is frivolous, and unwarranted. In the Spring of 2013 Mr. [redacted], Business Operations Manager at CVS, as well as Mr. [redacted] Pittsburgh Distribution Manager, visited Mr. [redacted]’s home to assess the issues of the windows that he had concerns with. At that time Mr. [redacted] expressed concern regarding air infiltration on the windows, as the plastic that Mr. [redacted] had taped over his windows was expanded away from the wall. Mr. [redacted] advised Mr. [redacted] that the expansion of the plastic was most likely caused from the heat that was building up between the window and the plastic, thus causing it to expand. The windows installed in Mr. [redacted]’s home are operating windows with weather stripping and weep holes. For this reason there is a degree of air infiltration. This is documented in the testing data of the window. We would like to note that all operating windows from all manufacturers have a degree of air infiltration. At the time of the visit the windows, and the installation of the windows were inspected, and it was deemed there was nothing wrong with the installation of the windows, nor an issue with the windows themselves. Mr. [redacted] also expressed concern over a space between the exterior coverage and the vinyl channel that goes around the window. At that time Mr. [redacted] was advised we normally do not caulk the J-channel to the window coverage, but that we would be willing to do so if he wanted. Mr. [redacted] was to get back with CVS regarding the caulking of the window. This is something that CVS would be happy to come out and do if the customer so chooses. There has been no other communication from Mr. [redacted] to our offices, other than the complaint filed with the Revdex.com. We look forward to this issue being resolved.

Sincerely,

CVS Windows & Siding

EN: [redacted] letter from [redacted]

Dear [redacted],

I am responding to the conversation we had about the [redacted] job and the Revdex.com complaint. We visited the [redacted] residence together last spring. At that time we met with Mr. [redacted], he showed us how the plastic that was taped over his window was expanded away from the wall. Mr. [redacted] was concerned that his windows were leaking air. At that time, Mr. [redacted] was informed that the expansion of the plastic was most likely coming from the heat that was building up between the window and the plastic, causing the plastic to expand. Because the windows installed in his house are operating window with weather stripping and weep holes, the window does have a degree of air infiltration. This is documented in the testing data of the window. All operating windows from all manufactures have a degree of air infiltration. We inspected the window and the installation and found nothing wrong with the product or the installation. At that time, Mr. [redacted] also showed us the space between the exterior coverage and the vinyl channel that goes around the window. We did notify Mr. [redacted] at the time that we normally do not caulk the J-channel to the window coverage; however we would be willing to do so if he wanted. To the best of my recollection, Mr. [redacted] was suppose to get back to CVS and let them know if he would want the J channel caulked to the window. This is something we would still be willing to do, if Mr. [redacted] chooses.

Please let me know how you would like to proceed.

Regards,

Manager Pittsburgh Distribution Center

Consumer

Response: