DHD Windows & Doors

Good Morning,

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Ms. [redacted]’s information regarding a faulty design is incorrect. The class action lawsuit was specific to [redacted] sashes only, and did not encompass all [redacted] products. With the agreed to class action settlement, [redacted] provided Ms. [redacted] with exactly what the settlement called, for, which is replacement product at a 30% discount, labor to install the product would be the responsibility of the customer. Our branch provides warranty service for [redacted] Corp, which is what we provided to Ms. [redacted].
As for the incorrect product that was ordered, we had processed a credit for the purchase price of this product back to Ms. [redacted] on Monday 10/12/15. This has already been taken care of.
As a Service Branch for [redacted] Corp, we have provided Ms. [redacted] with the service expectations set forth in the class action suit settlement.
 
Thank you

We would be more than happy to have our senior service technician come over to address Mr [redacted] concerns .

To whom it may concern , attached are the photos of the damaged product for today's service event . We have placed another order with [redacted] and will expedite this ASAP . We will also move up the service date once we have a exact ship date from [redacted] .
 
We will call **...

*  [redacted] and apologize for the inconvenience .
 
Regards
[redacted]
DHD [redacted] Windows and Doors

Review: Damage was done to our home during the installation of new sliding glass doors. Retribution was promised in the amount of $250.00. Such payment was never made. Calls are not returned regarding same.Desired Settlement: $250.00 with interest compounded daily from 9/19/15, the date of the damage.

Business

Response:

Carolyn, In response to complaint # [redacted] General Manager, Tim B[redacted] spoke to James Francis C[redacted] on 12/11/14 around 2:15pm. The $250 refund that the customer was questioning was credited back to his charge card a few weeks ago. The customer informed Tim of this. This incident should be closed. -Tim Timothy J. B[redacted] General Manager Pella Windows and Doors [redacted] ###-###-#### [redacted]

Review: My recent experience with DHD Windows and Doors of [redacted] (or "DHD") was negative enough to make me hesitate to use them and a [redacted] product ever again. Complaint summary: 1)DHD contractor was rude, disrespectful and hostile: In December 2014, I worked with a DHD salesman, [redacted], to design, purchase and install in my home [redacted] windows and doors to replace old ones using DHD, a [redacted]-affiliated contractor. Project cost was about $20,000. When DHD contractors arrived on Jan 26, to begin work, [redacted] ,a DHD/ [redacted] contractor, brought two assistants. One was a man named [redacted], whose manner was palpably hostile from the moment he walked in house, did not shake my hand & blurted out: YOU DO REALIZE, DON'T YOU, THAT YOU HAVE ONLY WINDOWS AND DOORS HERE, NOTHING ELSE! -- YOU HAVE NO MATERIALS, STRUCTURAL LUMBER OR ANYTHING ELSE TO DO THIS JOB? YOU UNDERSTAND?... I responded that we had purchased a "complete package" including [redacted] products, all materials and contractor time to demo and rebuild wall. 2 ) DHD contractor was negligent in failing to seal off construction area: DHD failed to block off the rest of house with plastic so construction dirt and dust penetrated other rooms where installation occurred which required much unnecessary cleaning. 3)DHD wrongly used my dumpster to dump demolition debris: contractors did not haul away construction debris, something I paid for in the DHD-[redacted] contract, but used our driveway dumpster. Although I told contractor he could put "small stuff in dumpster", dumpster was filled up in fact, over-filled. 4 )DHD broke screen door locks and dead bolt: during work, DHD contractor used a door to access exterior, broke bolt on screen door, tore weather stripping & failed to take responsibility for that damage. 5) Contractor asked me to fill out evaluation at project's end. Feeling uncomfortable with contractors around me, I gave them good marks but [redacted] hostility at outset was extremely off-putting and colored everything. Without the contractors present and hovering about, I would have rated the [redacted] experience negatively.Desired Settlement: Please know that in exploring my complaint with [redacted] Co**oration of [redacted], it told me that my complaint was not with [redacted] Co**oration of [redacted], but really concerned DHD Windows and Doors here in [redacted]. DHD, a [redacted]-affiliated store and actually sells and installs [redacted] products here in CT. Thus my earlier complaint with [redacted] of [redacted] was incorrectly filed against [redacted], not DHD.. Although the windows and doors in this project were installed acceptably, the rude conduct of one of the DHD workers (**) was not acceptable; nor was the inability of the project manager (**) who did nothing to reign in, and stop the inappropriate and hostile manner of his subordinate **. The manager simply apologized via email after the project was finished. DHD did not cordon off the construction space as expected and as promised in the work contract but left the house unprotected so that we have been cleaning up the construction dust ever since.

The only outcome I desire is to make sure that [redacted] consumers who seek to install [redacted] windows and doors using one of its independent stores- DHD Windows and Doors of [redacted] will be made aware that I had an experience with this company that was negative and that I would not use DHD again. However I would use [redacted] products again but only using a reputable contractor whom I hired who ordered and installed the [redacted] products themselves. In two words: Caveat Emptor (buyer beware)!

Business

Response:

From: Christian Smith [mailto:CSmith@[redacted]ctny.com] Sent: Tuesday, March 17, 2015 6:11 PM To: [email protected] Subject: Re: You have a New Message from Revdex.com Serving [redacted] Regarding Complaint #10535128 I would like to respond to this customer complaint. It is very important to our business that we share our side of the story. Please let me know how I can respond. Thank you

Consumer

Response:

Dear [redacted] Revdex.com: There was also a sister complaint that went the Revdex.com in [redacted] but ultimately it told me that it was DHD that was responsible for my complaint issues, not [redacted] itself that manufactured the doors and windows. It was that complaint in which I requested that [redacted] fix the screened door (where DHD broke the deadbolt and lock on a new never-used [redacted] screened door) and ripped off the weather stripping on the French doors to which the screen doors belong. DHD through its contractors and [redacted] of DHD denied culpability for breaking the deadbolt and ripping the weather stripping. I realize that DHD has totally stonewalled fixing the damage it did on the $15000 French doors that it installed last year and damaged this year. Until DHD comes to the house and fixes what it broke I will not want to close this complaint. I know that DHD has yet to contact me about fixing the door that it damaged. Sincerely, [redacted]

Review: They came on 4/9 for a fee. They said parts would take 3 weeks. On 5/27 they came without parts requiredDesired Settlement: assign team wo assess situation , order needed parts overnight return with parts within 5 days and resolve all

Business

Response:

This is from our service manager

I spoke with Mr. [redacted] on Wednesday, 5/27/15. Our technician was at his home and performed service to fix his [redacted] sliding door which is 12 years old. When servicing his door, our technician broke one of the alarm contacts on his door. Mr. [redacted] was not happy about this, and we agreed to pay to have his alarm company (Alarm 1) come out and fix this. We sent Mr. [redacted] a check for $138 via [redacted] overnight on 5/28/15.

Review: Timeline of events

April 18th 2014

- Signed contract 14,258.75

- Estimate work beginning on 5/18/14

- Estimated completion date of 6/18/14

June 24th 2014

- All windows were delivered except for the bay. It turns out that someone had cancelled the order for the bay window for no reason.

- One of the double hung windows was damaged.

- Screens were not delivered as they were forgotten about.

August 1st 2014

- Replacement double hung window is installed

- Bay window arrived with incorrect grid patterns in sashes

- Flashing around Bay window is dented

August 5th 2014

- Bay window is installed to a point but cannot be framed as the flashing is dented

- I am told they will replace the flashing. I ask for them to fix the issue before I return to work at the end of summer.

August 14th 2014

- I received a call from a [redacted] rep saying the earliest they can come out is September 9th.

- Christy is the customer service rep and is rude and inflexible.

September 9th 2014

- [redacted] representative comes out to inspect but I never here from them.

September 22nd 2014

- I reach out to [redacted] to get an update on how the inspection went as I never heard from them.

- Replacement sashes are delivered but don’t include the hardware

September 26th 2014

- Hardware for sashes is delivered and they are installed

- [redacted] reps are scheduled to come out October 10th to fix flashing

October 10th 2014

- Someone make a mistake and didn’t order the right parts. They cancel this service and will provide a rescheduling date later on

- I emailed [redacted] furious. We reach a deal that they will provide 10% refund and reschedule for October 28th

October 17th 2014

- I call [redacted] customer service to confirm a service date of 10/28/14. They tell me 2 people will be coming out.

October 27th 2014

- I call [redacted] customer service to again confirm tomorrow’s service. They tell me they will call me back in the evening with a delivery time

- After several hours go by I contacted them again. I was told the office was closed for the day.

- I receive a call around 6:30 pm with a service window between 9:00 – 11:00 am for tomorrow.

October 28th 2014 (132 days after estimated completion date)

- I take the day off from work to supervise service.

- Around 8:00 am, I receive a call telling me they have to cancel the service as the replacement parts are badly damaged. They do not have another date set up as of yet.Desired Settlement: I want the project to be finished.

Business

Response:

To whom it may concern , attached are the photos of the damaged product for today's service event . We have placed another order with [redacted] and will expedite this ASAP . We will also move up the service date once we have a exact ship date from [redacted] .

We will call [redacted] and apologize for the inconvenience .

Regards

DHD [redacted] Windows and Doors

I called [redacted] windows for service in beginning November because there are issues got an appointment for December 10 2014 no one came or called to cancel. On December 14 2014 someone called to reschedule for 1/23/2015 that is a very long time to wait for service. I called headquarters they gave me the number from this location and called in bussiness hours and got a message that they are closed with the bussiness hours that they are open

Review: [redacted] Window has admitted to faulty design on their proline, designer, and architect window and transoms . The defective design causes pre mature rotting due to a design defect.

I have had to replace over 8 windows so far. They have refused to honor their faulty design

warranty. They have refused to provide an explanation for not offering it. At best I was

obliged to pay for the replacements at a 30% product discount. Most recently they replaced

several windows, made an error in ordering and now refuse to refund or credit properly the

money for windows that were returned to them.

Several years ago; they drop shipped a huge designer window claiming the one installed was manufactured with major defects., costing me in excess of $4000.00 to reinstall the replacement , which continues to leak. I have spent over $6000.00 in replacing defective products. and their Customer Service Dept. "does not know what to tell me"Desired Settlement: I would expect a refund on the windows I have had to pay for in order to not have extensive damage to my home. I expect the defective windows and transoms (that have been recalled) be replaced at no cost to me, expediently.

Business

Response:

Good Morning,

Ms. [redacted]’s information regarding a faulty design is incorrect. The class action lawsuit was specific to [redacted] sashes only, and did not encompass all [redacted] products. With the agreed to class action settlement, [redacted] provided Ms. [redacted] with exactly what the settlement called, for, which is replacement product at a 30% discount, labor to install the product would be the responsibility of the customer. Our branch provides warranty service for [redacted] Corp, which is what we provided to Ms. [redacted].

As for the incorrect product that was ordered, we had processed a credit for the purchase price of this product back to Ms. [redacted] on Monday 10/12/15. This has already been taken care of.

As a Service Branch for [redacted] Corp, we have provided Ms. [redacted] with the service expectations set forth in the class action suit settlement.

Thank you

Consumer

Response:

Review: [redacted]

I am rejecting this response because: all of the windows with one exception are the defective [redacted] sashes. These defects should have been covered under the faulty defect warranty. Instead , I was offered a 30 percent discount.