Discount Windows & Doors

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 But have to add no extra cost to me that includes installtion .I have to add information for the record Jerry G [redacted] called me screening at me telling me why called the Revdex.com told him I was tiered of chasing after his people and he said he was going to call me back in a couple of days and one called I told him I can't even use that door because of safety reasons he said well there busy so he cannot sent some one out for a week or two I said ok then he calls me back five minutes later telling me he was going to send some one out between and today that was yesterday day his guy came out and found the door defect so was going to order a door and when it comes in going to call me to schedule installtion but just wanted to make sure there would be no extra charges [redacted]

Complaint: [redacted] I am rejecting this response because: Staff at the store agreed (though not in writing) that the brochure is misleading and doesn't show a picture of what the chosen material looks like when selecting one of the three grades - in legal terms, this is misrepresentation Having lost my argument, and further asked to come to the store promising a resolution I would accept (having wasted my time and made that visit even mentioning that I would not visit if they would not replace my blinds), I was further angered, so much so that I failed to address the manager's seemingly resolution to install my blinds free-of-charge (again, not in writing) I was left unable to install myself (lacking tools and hardware) and having the blinds been so long sitting on my floor, I am simply asking for some level of store responsibility (or even shared responsibility) for misrepresentation as well as poor customer service by assisting me with ending this complaint through getting my blinds installed Sincerely, [redacted] ***

-----Original Message-----From: [redacted] *mailto: [redacted] ] Sent: Friday, February 06, 4:PMTo: [redacted] ***Cc: [redacted] Subject: Re: [redacted] We recognize our error and advised Discount doors etc to ccancel our order and will accept 50% refund *** and *** ***

The only documentation is the 1) written order and 2) the store's brochureI was not provided a copy of the brochure so cannot submit it to youI was given a copy of the order but it is irrelevantIt is the brochure that is in question and since it is a possession of the store exclusively, they must provide thatThe brochure is the relevant documentation that shows the picture of the item I selected to be orderedThe proof of what I selected is that picture except that it is a matter of product misrepresentation due to the fact that it's appearance and style manufactured is noticeably different than the picture depending on the grade selectedThis fact was discovered, accepted, and admitted by the store employee

On Dec 7th Mrs [redacted] and I met at her home and I inspected the windows and screens We are working to reach a satisfactory arrangement however I would like to provide responses to each of the concerns: The quality of glass used for [redacted] (SA) windows and [redacted] Windows is the same Cardinal glass company manufactured the glass used in both SA and [redacted] windowsThere is a difference in the thermal efficiency of the SA window you purchased and [redacted] Windows We agree that we do have that responsibility to provide clear information about our products and we take that responsibility very seriously We apologize for any miscommunications or misunderstanding between this customer and our sales personnel I inspected the screens on Dec 7th and the work done by [redacted] Raphael, the owner of [redacted] *** In my opinion the modifications made by [redacted] on the sliding windows are adequate and meet the requirements for a typical screen application for aluminum sliding windows I agree with Mrs [redacted] that there is an excessive gap on the casement window and that the screen doesn’t fit as well as it should We are in the process or manufacturing a replacement screen for the casement window to resolve this problem With respect to the question of [redacted] certification, I believe I cleared this up when we met by providing more information [redacted] certification is a process of testing windows in various situations and for a number of criteria For example, windows are tested to measure the amount of weight they can hold with our bending/breaking, the force of air and water they can resist without leaking, etc The information is published so that suppliers and consumers can compare the quality of windowsConsumers do not receive individual certification documents when they purchase windows, however this information is readily available from the manufacturer The [redacted] Architectural Manual provided to Mrs [redacted] contains all the [redacted] certifications for [redacted] windows ( [redacted] is the manufacturer for [redacted] vinyl products)For the SA windows, the manufacture provides their own details of certification and testing on their website Mrs [redacted] has been directed to the manufacturer’s website for certification details As to the concern about addressing screen problems with the manufacturer; we are no longer sell [redacted] products To answer the question about inspection of products, we do have thorough inspection procedures in place After arrival, everything is unloaded and inspected at our warehouse to ensure that the correct products have been shipped however the protective packaging is left on until the windows are delivered to the customer so that nothing is broken or damaged in transit to the customer’s home Occasionally manufacturer’s make errors which are not discovered until the products are unpacked at the customer’s home SA did ship an incorrectly shaped window initially (oval vs round) The customer was reimbursed for this and we re-ordered the round [redacted] window We are continually improving our system and policiesWe have weekly training meetings with the entire staff to discuss products and customer serviceWe appreciate any feedback which is used to inform our procedures and to improve customer service We are committed to customer satisfaction and we have offered the following to Mrs [redacted] We will replace the screen on the casement window so that it fits without a gap Although the current screen configuration on the sliding windows is standard for aluminum framed windows, because Mrs [redacted] is not satisfied with the design we have offered to replace the windows with [redacted] sliding windows or a $reimbursement

We believe that Discount Windows and Doors is making every attempt to honor our agreements with this customer The customer has not paid our recommended installer ( [redacted] ***) for the installation of their windows Below I have addressed each complaint: Windows opening the wrong way: Due to a misunderstanding, the windows were ordered and signed for by the customer slid the wrong way according to the board's recommendationThe customer was given the option of which way the windows slide according to our standard policy; Discount Windows & Doors was unaware of the Board's preference on which way the windows slide When this issue was brought to my attention, I checked with the Vice President of the [redacted] who indicated he would like them changed to match the other units We have offered to replace these windows free of charge [redacted] has offered to install the new windows free of charge after the current outstanding bill for the initial installation is paid Payment for installation: Our policy is to provide the customer with an estimate for installation costs that are due at the time of installation and payable to the contractor ( [redacted] ***) recommended but not employed by Discount Windows and Doors Our window contract/order (signed by this customer) clearly states that the cost for the windows does not include installationThe contract reads in capital letters, "INSTALLATION NOT INCLUDED" I have attached a string of emails to and from the customer dated from April 6th documenting the estimate for installation costs The estimated price was $4, The customer acknowledged receipt of this email in an email dated April 11th The charge for installation is due to the contractor, not Discount Windows and Doors We have not in any way misrepresented the costs Cvs Ccontractor Discount Windows & Doors and the installers we recommend and work with are compliant with all licensing requirements All of the installers we recommend and work with have a ClicenseC license allows for any repair, remodeling, of non load bearing improvements and structures in a homeReplacing windows is simply remodeling a non-structural component Cspecifically addresses curtain wall, glazing, structural steel and glass framing, structural glass and steel components and is not required for installation of windowsSummaryWe have already agreed to replace the three windows in question and our recommended installer (All Windows Installation ***) has offered to re-install these windows (without additional charge) once the initial bill has been paid If the customer would prefer to use a different installer, that is their option however the initial installation bill with [redacted] is still outstanding Also, if another installer will be used, we cannot supply the three windows until the new installer provides us measurements for the windows in question We recommend that if the customer chooses another installer that he be familiar with the VPI receptor system, which is the method we use to anchor our windows to the structure.Thank you for your thoughtful consideration,

I spoke at length to the salesman and Vice President of the company who both spoke with the customer extensivelyThe customer was shown various samples of available fabrics including the attached photo showing different translucency options, 1%, 3%, 5% and 10%, at the same time he was shown
different fabric colorsHe was also shown a window display of a dark and light fabric in different translucency examples so he had a clear idea of what they would look like installed in a window.He then selected a fabric based on this demonstrationWe supplied precisely what the customer selectedOur staff went out of their way to clarify what the customer wanted with various examplesShades are made exclusively for each customer based upon their dimensions and fabric choice and therefore cannot be resold to a third partyAll custom made products are non-returnable or non-refundable, however our offer still stands that we will sell a replacement fabric at our cost plus shipping

I spoke to Mr ***, Thursday afternoon on 27th August and told him I would refer his complaint to our warranty department and some one would be in touch in 2-daysI had my warranty manager visit with him Monday morning at am, inspect the door and we will be supplying him with a new door
as it was faultyI am not quite sure why Mr *** thought it necessary to complain to the Revdex.com as I had already reassured him the door would be replaced if it was faultySincerelyJ M G***President

Complaint: ***
I am rejecting this response because:I am not satisfied with this response because it does not answer my questions and concerns that I had clearly stated and simply denies what it really happened.1) I was told at the store that the quality of the glass would be the same as the *** range of PVC windows.2) DW&D might not have control over the quality of the glass that the manufacturer uses but has the responsibility to inform the customer regarding the quality of the product offered, at least when the customer requests3) I didn’t understand what the sentence “she did not like the method of attachment to the windows although this is their standard practice” meansWhat I didn’t like because is not functional, and cannot be considered standard practice at all, are the window screensa. How can it be considered standard practice to screw the window screens to the frame?b. How can it be considered standard practice to leave a 4mm gap between the screen and the frame?c. How can it be considered standard practice to have window screens without “ears” to hold when removing/installing the window screen?d. How can it be considered standard practice the design of a window frame where the insect screen seems to be an afterthought?4) It is not true when DW&D says: “In order to try an appease Mrs ** ***, we sent an independent company”a. They didn’t send an independent company to fix my screensWhat MrG*** did was to give me a business card for me to contact the screen company, which I didWhat they did say was that they would pay for the work, which I much appreciatedThe problem is that I contacted said company, they came to see the windows, and when they learned that my problem was with DW&D and that they would pay for the service I was told that they no longer do that work for them because it is always the same problem over and over and DW&D never try to fixThey did a small fix in a couple of windows but they never came back to finish the jobThe one window that they fixed (was slanted) I was told that it has no solution to the window’s gap problemI try to contact again but they never reply back and the work remained incomplete5) It is not true when DW&D states “*** *** *** *** complied with her wishes.” The window screens are still deficient.6) When DW&D states: “In order to sell windows, the *** require certification to be carried out by all window manufacturers and these are readily available.” Where are these manufacturers certifications available? I have requested the certification of the windows installed and I had not receivedWhat I received was a *** Architectural Manual that does not contain any of the windows installed in my house.7) The statement “Aluminum is not as thermal efficient as PVC as metal conducts heat far more readily so PVC is always more thermally efficient” is irrelevant because I had no complaint regarding the thermal effects of the frames. What I would really like to see are the answers to my previous questions that I didn’t get:1) What have been done to address the screens problem with the windows manufacturing company?2) What happened that the window system that is not certified? Why does not contain inert gas between windowpanes? Have you addressed this issue with the manufacturing company? Since you mentioned that *** requires certification to be carried out by all window manufacturers, please provide the manufacturer certifications.3) Will the manufacturing company be able to make changes to their products regarding the screens, inert gas, and certification of their systems? Please, address all the measures that DW&D took to address these issues with the manufacturer to continue working with them.4) What steps have you taken to ensure the proper material inspection and proper communication of its findings when the windows are received? This is very important since I was requested to pay the full amount when the order had arrived incomplete/with defectsRemember that the manufacturer was unable to produce the round window.5) What kind of training or information have you provided to your employees regarding the quality of the information given to customers? Please, provide information regarding the type of training and quality of material provided.I will appreciate DW&D to provide me the answers numbered and in the same order as the questions.Sincerely,*** ** ***

Mr [redacted] viewed our full size fabric books and selected the material. He was given an installation estimated for $180 to cover the original two blinds. Shortly after he added another blind that was 84" long, the cost of the installation for that is $120 which he was also shown. He chose to install his own shades so I am not sure why he is even bringing this up.When the shades arrived he called and complained they were not what he ordered and then met with our VP, Mana G[redacted] in our showroom. Mana showed him the material he chose which he agreed was correct but he still wasn't happy even though it was identical to what he chose originally and was identical to what was supplied. Apparently in his home it looks different. Shades and blinds are never supplied with attaching hardware such as screws, they have to be purchased separately. I spoke with him 11/8 and emailed him a copy of the correct installation estimate that the salesman had sent him. Shades are custom made to the specifications requested by the customer and cannot be returned once they have been made.I have attached a copy of the order and our standard installation pricing.

On Dec 7th Mrs. [redacted] and I met at her home and I inspected the windows and screens.  We are working to reach a satisfactory arrangement however I would like to provide responses to each of the concerns:    The quality of glass used for [redacted] (SA) windows and [redacted] Windows is the same.  Cardinal glass company manufactured the glass used in both SA and [redacted] windows. There is a difference in the thermal efficiency of the SA window you purchased and [redacted] Windows.  We agree that we do have that responsibility to provide clear information about our products and we take that responsibility very seriously.  We apologize for any miscommunications or misunderstanding between this customer and our sales personnel.    I inspected the screens on Dec 7th and the work done by [redacted] Raphael, the owner of [redacted].  In my opinion the modifications made by [redacted] on the 3 sliding windows are adequate and meet the requirements for a typical screen application for aluminum sliding windows.  I agree with Mrs. [redacted] that there is an excessive gap on the casement window and that the screen doesn’t fit as well as it should.  We are in the process or manufacturing a replacement screen for the casement window to resolve this problem.    With respect to the question of [redacted] certification, I believe I cleared this up when we met by providing more information. [redacted] certification is a process of testing windows in various situations and for a number of criteria.  For example, windows are tested to measure the amount of weight they can hold with our bending/breaking, the force of air and water they can resist without leaking, etc.  The information is published so that suppliers and consumers can compare the quality of windows. Consumers do not receive individual certification documents when they purchase windows, however this information is readily available from the manufacturer.  The [redacted] Architectural Manual provided to Mrs. [redacted] contains all the [redacted] certifications for [redacted] windows ([redacted] is the manufacturer for [redacted] vinyl products). For the SA windows, the manufacture provides their own details of certification and testing on their website.  Mrs. [redacted] has been directed to the manufacturer’s website for certification details.    As to the concern about addressing screen problems with the manufacturer; we are no longer sell [redacted] products.  To answer the question about inspection of products, we do have thorough inspection procedures in place.  After arrival, everything is unloaded and inspected at our warehouse to ensure that the correct products have been shipped however the protective packaging is left on until the windows are delivered to the customer so that nothing is broken or damaged in transit to the customer’s home.  Occasionally manufacturer’s make errors which are not discovered until the products are unpacked at the customer’s home.  SA did ship an incorrectly shaped window initially (oval vs round).  The customer was reimbursed for this and we re-ordered the round [redacted] window.     We are continually improving our system and policies. We have weekly training meetings with the entire staff to discuss products and customer service. We appreciate any feedback which is used to inform our procedures and to improve customer service.  We are committed to customer satisfaction and we have offered the following to Mrs. [redacted].  We will replace the screen on the casement window so that it fits without a gap.  Although the current screen configuration on the sliding windows is standard for aluminum framed windows, because Mrs. [redacted] is not satisfied with the design we have offered to replace the windows with [redacted] sliding windows or a $1000 reimbursement.

Complaint: [redacted]
I am rejecting this response because: Mr. G[redacted]'s response is illogical and unacceptable. Please see attached rebuttal. Response to Discount Windows and DoorsMr. G[redacted]’s response to our Revdex.com complaint contains multiple fallacies that must be addressed.  First and foremost, Mr. G[redacted] asserts that there is an “outstanding” balance owed to Discount Windows and Doors (hereinafter referred to as “Discount Windows”) in the form of $4200.00 for installation costs, the crux of this dispute.  There is no “outstanding” balance owed to Discount Windows.  We are, however, owed three correctly configured windows, one in each bedroom and one in the guest bathroom, all of which are not uniform in comparison with other units in our building.Prior to executing the Order Agreement dated April 16, 2016 (hereinafter referred to as “Order Agreement”) at the Discount Windows office, my husband specifically inquired as to whether the amount reflected on the Order Agreement was the total cost for the window replacement project.  Mr. G[redacted] affirmed that it was.  Relying on Mr. G[redacted]’s response, my husband then signed off on the Order Agreement with the understanding that the installation costs were included in the amount reflected in the Order Agreement.   Mr. G[redacted] also argued that the phrase “Installation Not Included” was stated in the Order Agreement.  However, Mr. G[redacted] clearly failed to acknowledge that there was an initial line next to that specific phrase in the Order Agreement for the purchaser to initial to acknowledge that installation was not included in the costs contained in the Order Agreement.  As evidenced by the Order Agreement, the line next to the phrase “Installation Not Included” is conspicuously blank.  My husband did not initial that portion of the agreement as he was of the understanding that windows installation was included.   We’d also note that the Order Agreement was drafted by Mr. G[redacted] and/or Discount Windows so it is a surprise to us that he would fail to note that initial line, as well as the language set forth in his company’s own agreement in his response.  In his response, Mr. G[redacted] indicated that there was a “Proposal for Installation” that was sent to my husband on April 4, 2016 via email, along with the Order Agreement.  He then argues that because my husband subsequently acknowledged receipt of his email, an agreement was automatically executed by my husband for installation costs.  This argument is not only unreasonable, it is absurd.  If that were the case then every proposal that I’ve ever received would be deemed an automatic contract!   The fact of the matter in this case is that there was no executed agreement for installation costs.  Contrary to his response, Mr. G[redacted] did not provide any explanation as to the sliding direction of the defective windows prior to the execution of the contract.  Mr. G[redacted] and my husband had one consultative meeting at Discount Windows’ office on April 16, 2016.  Though there was ample opportunity at this meeting for Mr. G[redacted] to provide an explanation as to the sliding direction of the windows to my husband, Mr. G[redacted] failed to do so.  My husband was, however, assured by Mr. G[redacted] that he was quite familiar with the layout of the units in the building based on previous windows installation projects in our building and that he could successfully install the correct windows that were required by the Board.  In his response, Mr. G[redacted] essentially deflects the blame to my husband for signing for the work order that specified the wrong windows.  However, Mr. G[redacted] is in the windows business and touts himself as an expert on windows.  It is absolutely ludicrous to expect a layman such as my husband to have the ability to parse out the technical specifications set forth in the Order Agreement.  We are also surprised that Mr. G[redacted] is now asserting that there was a “misunderstanding” as to the preferred sliding direction of the windows specifically required by the Board at the Park at Pearlridge.  We are confused as to what this “misunderstanding” could be.  Discount Windows has completed numerous windows installation projects within the building and represented to my husband his company’s level of expertise and familiarity with the layout of the units within the building.  In fact, the Vice President of the [redacted] recommended Discount Windows to my husband based on their previous experience with other windows installation projects in the building.  (Mr. G[redacted] contacted my husband directly after receiving my husband’s contact information from the Vice President of the Board.)  And we specifically selected Discount Windows based on their knowledge of the layout of the building, as well as their previous experience in other windows installation projects at the Park at Pearlridge.   We are now surprised that Mr. G[redacted] is now minimizing his knowledge of the window requirements of the building by characterizing it as a “misunderstanding”.   Mr. G[redacted] vehemently asserts that we owe a balance for installation costs to their recommended installer, [redacted], a third party that is not employed by Discount Windows.  First, we have never had any business dealings with [redacted].  Our Order Agreement was solely with Discount Windows.  The first time that we heard of [redacted] was when we were presented us with a handwritten invoice for installation charges AFTER our windows were installed by the installer who was wearing a Discount Windows shirt.  Second, the installer that installed our windows on July 28, 2016 was wearing a Discount Windows uniform and transported the windows in a Discount Windows truck.  So it is disingenuous on Mr. G[redacted]’s part to claim that the installer was merely a recommended contractor and not employed by Discount Windows when he in fact wore a Discount Windows uniform and delivered the windows in a Discount Windows truck.  Lastly, we were of the understanding that our windows would be installed by a contractor who was licensed to install windows.  However, the contractor who installed our windows, Contractor [redacted] has a C5 general contractor license and not a C22 license to install windows.  Per our conversation with the Department of Commerce and Consumer Affairs’ Regulated Industries Complaints Office (RICO), windows must be installed by a C22 contractor.  
Sincerely,
[redacted]

Mrs [redacted] is quite correct in her statement about the thermal efficiency of our own [redacted] range of PVC windows, they are some of the most efficient in north America, if she had stuck to our recommendation and purchased the [redacted] brand, all of these issues would have been averted. When she...

visited our showroom she preferred an aluminum window manufactured by [redacted] in California which is a commercial grade of window with no where near the thermal efficiency of our own brand of [redacted] PVC windows. All window companies use their own preferred glass and screen systems, we have no control over their selection. [redacted] shipped the precise windows Mrs [redacted] ordered but she did not like the method of attachment to the windows although this is their standard practice.In order to try an appease Mrs [redacted], we sent an independent company, at our own cost, to try and change the screen system to her satisfaction, but although [redacted] complied with her wishes, she still was dissatisfied. We feel we have gone over and above to try to satisfy Mrs [redacted]. In order to sell windows, the [redacted] require certification to be carried out by all window manufacturers and these are readily available, it is the customers responsibility to check the specific details of each manufacturer prior to purchase. The glass supplied by [redacted] was double glazed with Low E but was not as energy efficient as our own [redacted] Range of windows. We publish all data of our own windows as do all window manufacturers. Aluminum is not as thermal efficient as PVC as metal conducts heat far more readily so PVC is always more thermally efficient.

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.
But have to add no extra cost to me that includes installtion .I have to add information for the record Jerry G[redacted] called me screening at me telling me why called the Revdex.com told him I was tiered of chasing after his people and he said he was going to call me back in a couple of days and one called I told him I can't even use that door because of safety reasons he said well there busy so he cannot sent some one out for a week or two  I said ok then he calls me back five minutes later telling me he was going to send some one out between 11 and 12  today that was yesterday day his guy came out and found the door defect so was going to order a door and when it comes in going to call me to schedule installtion but just wanted to make sure there would be no extra charges 
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Staff at the store agreed (though not in writing) that the brochure is misleading and doesn't show a picture of what the chosen material looks like when selecting one of the three grades - in legal terms, this is misrepresentation.  Having lost my argument, and further asked to come to the store promising a resolution I would accept (having wasted my time and made that visit even mentioning that I would not visit if they would not replace my blinds), I was further angered, so much so that I failed to address the manager's seemingly resolution to install my blinds free-of-charge (again, not in writing).  I was left unable to install myself (lacking tools and hardware) and having the blinds been so long sitting on my floor, I am simply asking for some level of store responsibility (or even shared responsibility) for misrepresentation as well as poor customer service by assisting me with ending this complaint through getting my blinds installed.  
Sincerely,
[redacted]

The only documentation is the 1) written order and 2) the store's brochure. I was not provided a copy of the brochure so cannot submit it to you. I was given a copy of the order but it is irrelevant. It is the brochure that is in question and since it is a possession of the store exclusively, they must provide that. The brochure is the relevant documentation that shows the picture of the item I selected to be ordered. The proof of what I selected is that picture except that it is a matter of product misrepresentation due to the fact that it's appearance and style manufactured is noticeably different than the picture depending on the grade selected. This fact was discovered, accepted, and admitted by the store employee.

-----Original Message-----From: [redacted]mailto:[redacted]] Sent: Friday, February 06, 2015 4:20 PMTo: [redacted]Cc: [redacted]Subject: Re: [redacted]We recognize our error and advised Discount doors etc to ccancel our order and will accept 50% refund [redacted] and [redacted]

We believe that Discount Windows and Doors is making every
attempt to honor our agreements with this customer.  The customer has not paid our recommended
installer ([redacted]) for the installation of their
windows.  Below I have addressed each complaint: 1....

 Windows opening the wrong way: Due to
a misunderstanding, the windows were ordered and signed for by the customer
slid the wrong way according to the board's recommendation. The customer was
given the option of which way the windows slide according to our standard
policy;  Discount Windows & Doors was
unaware of the Board's preference on which way the windows slide.  When
this issue was brought to my attention,  I
checked with the Vice President of the [redacted] who
indicated he would like them changed to match the other units.   We have offered to replace these windows
free of charge.  [redacted] has offered to install the
new windows free of charge after the current outstanding bill for the initial
installation is paid.2.  Payment for installation: Our policy is to provide the
customer with an estimate for installation costs that are due at the time of
installation and payable to the contractor ([redacted])
recommended but not employed by Discount Windows and Doors.  Our window
contract/order (signed by this customer) clearly states that the cost for the
windows does not include installation. The contract reads in capital letters,  "INSTALLATION
NOT INCLUDED".   I have attached a
string of emails to and from the customer dated from April 6th documenting the
estimate for installation costs.   The
estimated price was $4,220.   The
customer acknowledged receipt of this email in an email dated April 11th.    The charge for installation is due to
the contractor, not Discount Windows and Doors.   We have not in any
way misrepresented the costs. 3.  C5 vs C22 contractor.  
Discount Windows & Doors and the installers we recommend and work with
are compliant with all licensing requirements. 
All of the installers we recommend and work with have a C5 license. C5
license allows for any repair, remodeling, of non load bearing improvements and
structures in a home. Replacing windows is simply remodeling a non-structural
component.  C22 specifically addresses
curtain wall, glazing, structural steel and glass framing, structural glass and
steel components and is not required for installation of windows. SummaryWe have already agreed to replace the three windows in question
and our recommended installer (All Windows Installation [redacted])  has offered to re-install these windows
(without additional charge) once the initial bill has been paid.  If the customer would prefer to use a
different installer, that is their option however the initial installation bill
with [redacted] is still outstanding. 
Also, if another installer will be used, we cannot supply the three
windows until the new installer provides us measurements for the windows in
question.  We recommend that if the
customer chooses another installer that he be familiar with the VPI receptor
system, which is the method we use to anchor our windows to the structure.Thank you for your thoughtful consideration,

I have attached 4 items: 1. A copy of the order confirmation which was signed on 1/23/2015 by Mr [redacted]. This order quite clearly states, and I quote "There will be no refunds once this order confirmation has been signed and payment received"  Once the customers windows are measured, they are...

ordered electronically and the manufacturing process is started.2. A copy of an email sent to Mr & Mrs [redacted] dated 1/8/2015 with the window proposal AND installation estimate attached.3. Copies of the proposal and installation estimate. Mrs [redacted] was told verbally and in writing that the installation cost and window cost are separate. There will be no full refund, however if Mrs [redacted] wants to stop production, we will refund her 50% of the cost, which will cover our initial costs, providing we receive that cancellation in writing within 5 days of this response.

Complaint: [redacted]
I am rejecting this response because:  The business is incorrect in their statement, that the "customer selected precisely what was" delivered. I requested, for a second and third time, that I wanted the selection shown in their demonstration that was one grade lighter than what was delivered and again told them I wanted a "replacement" without further cost. I could submit a new complaint about speaking over the phone with that same request but the salesman insisted that I come in for the demonstration even after I suggested that we shouldn't waste either of our time if that had not changed their offer to purchase the item a second time, even "at cost". I refuse to do that and, as they rediculously told I should place an ad in order to sell the item that I had already paid for. Again the item that was delivered is not the same that was shown to me when first making my selection and, further, the item I selected during the demonstration was this same one - they are giving false information saying that I selected the same item during the demonstration
Sincerely,
[redacted]