Initial Business Response / [redacted] (1000, 9, 2015/12/08) */ We are very sorry for the inconvenience of our instlation. We understand your frustration and are working to get your desired resolution completed.
Initial Business Response /* (1000, 7, 2015/09/30) */
We did inform Miss Massey that moisture on the glass may not be covered under warranty if the glass is obtaining moisture on the exterior of window, This happens some times in wet shady area's in the morning, we made early morning appointments
to see if this was the caseThere were no signs that the moisture was in between the panes, Our experienced installers took a real close look to see, no evidence of a faulty unit was foundWe did keep our appointments we made, she never answered her phone to let her know we were there
We did go ahead and order her a new glass just in case there was something that we couldn't see, We tried to reach her to set up another appointment to have the new glass installed, and no answer on the phone again
We strive to keep our customers happy, and we felt we have, It's is disappointing that this has escalated, I ordered her a new glass, and it's here ready to be installed at her convenienceThank you
Initial Consumer Rebuttal /* (3000, 9, 2015/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It appears to me that W4L has no intention of reinstalling the windows correctly, like the experienced installer stated should be doneNever has any experienced installer looked @ the installation on the exterior of these windowsThere is a 1/2" & 3/4" gap with no caulking around the perimeter of one of the windows
I was never informed of any warranty that may not cover moisture on the exterior of window, most likely cause I never complained that my windows were having moisture on the exteriorWhen the exterior temperature is cold windows would have condensation on the interior glass & of those windows would also have condensation between its panes of glassNone of the windows are in wet shady areasWhen the experienced installers showed up on of the appts the temperature outside was warm and I agree there was no moisture on any of the windows at that time.In order to see the condensation I would think the appt needed to be during colder weather.I have received call from W4L-that was in to set up appt for installation, according to the call history on my phoneMy phone is always with me & I answer all my calls
Final Consumer Response /* (3000, 11, 2015/10/05) */
I honestly don't feel that this business would do any better the second time installing these windowsIt upsets me they have choose to lie about everything except when they said there was no condensation on the windows when contractors came out to check them, like I had mentioned it was warm outside
Final Business Response /* (4000, 17, 2015/10/28) */
Revdex.com Comment - The company states they have left at least voice mails to the consumer and she has not return their callsThey have a replacement glass and would be happy to install at the consumers convenience
Initial Business Response /* (1000, 9, 2015/12/08) */
We are very sorry for the inconvenience of our instlation. We understand your frustration and are working to get your desired resolution completed.
Initial Business Response /* (1000, 5, 2015/11/16) */
The home owners had their windows installed on 10/16/15 and called to report broken glass on their property on 10/23/15. On 10/23/15 I spoke to one of the home owners he did request to speak to the manager and I told him I would send the...
installer out that day to clean up all of the broken glass. The installer called me when he left the home and told me there was no broken glass inside or out side of the home that he could find.
I asked the installer why the windows would break when removed and he explained that he had to cut the corners of the windows because of the existing vinyl J-channel siding. When he cut the corners of the windows to keep from damaging the siding some of the windows broke. He used tarps inside and outside of the home to catch the glass if the windows broke. He also used a shop vac to clean the carpet inside and the grass outside the home to ensure there was no broken glass left behind.
When I took the call the home owner did ask to speak to the shop manager, I am the shop manager and I addressed to complaint by sending the window installer back to the home.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The majority of the Windows for Less (WFL) response is not truthful for our situation. So no, it is not acceptable. It's as though the author is getting us confused with another complaint, although the two dates are correct.
The woman that I talked to on 10/23/15 did not tell me that she would be sending someone to my home to clean up the broken glass. I would have warned my wife that they were coming if she had. When I asked to speak to the manager she said that she would let him know. I told her the best time to get a hold of me that day. She did not indicate that the manager would not get a hold of me that day or when they would. Instead of hearing back from the manager, I got home to find that one of the installers had been there insisting that he clean up the broken glass. (There was a second person with him) My wife explained to him that I had already vacuumed up most of the glass, but there was still some behind our washer and dryer that he was welcome to clean up, which he did. So, either the installer was not being honest with his employer or he has a very bad short term memory problem.
I have 3 witnesses that can tell you why and how the glass got broken out of the frames and it was not accidental as the response from WFL indicates. They intentionally took tools and broke out the panes of glass! I spoke with the gentleman that installed the siding on my house and he said that there was no reason to "cut the corners of the windows because of the existing vinyl J-channel siding". He said that the vinyl J-channel could have been easily removed before the original windows were taken out. One of my witnesses did see that there was a tarp laid on the lawn outside one window, and another witness states that she saw tarps in the house, but this was not satisfactory. On installation day, 10/16/15, we found pieces of glass greater than 3 yards (9 ft) away from the window up on our son's bed and throughout the area between! The tarps may have been present, but no care was taken to "ensure there was no broken glass left behind". One of the installers did use a shop vac in the house, but did a very poor job to "ensure there was no broken glass left behind". In fact, we found more broken glass today, 11/20/15, after we have vacuumed.
The woman that I talked to NEVER indicated to me that she was the "shop manager". When I spoke to her on 10/23/15, she told me that she would have the manager call me, and I gave her a time that the manager would be able to get a hold of me, within their business hours. Then when I called back on 10/29/15 and ask again to talk to the manager, she did not indicate that she was the manager, but said that the manager was in and out a lot and that she would leave them a message to call me. She did state that she was the one that had sent the installer out to clean up the glass on 10/23/15.
I never heard back from anyone claiming to be the manager, having no missed calls or messages either. So, on 11/11/15 I made my complaint with Revdex.com.
If it would help, I will submit pictures of the broken glass that we have vacuumed.
My desired resolution remains the same as stated above. I would like the apology to be verbal as well as written.
Final Business Response /* (4000, 9, 2015/12/01) */
We are very sorry that the installation of windows in your home was not up to your standards. We understand your disappointment and appreciate the inconvenience this must have caused you and the problems that ensued.
When we learned of the issues that arose due to the installation, we did attempt to rectify the situation by revisting the installation sight with the intentions of correcting the situation.
I can promise you that the highest quality standards will be met in the future because protecting our reputation for delivering the best product on the market is a key priority for us. Again, I apologize for our mistake and regret any inconvenience caused as a result.
Final Consumer Response /* (2000, 11, 2015/12/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It wasn't the installation that we have a problem with, but the demolition that happened before the installation. You're correct that the condition my home and yard was left in was not "up to (my) standards" and I am shocked that this IS your standard. You deal with glass as a "business" so you should understand the problems that you have given me and my family. For one thing, my children will never be able to go out into our yard bare foot again without the hazard of broken glass that your installation crew left in my yard! But you don't seem to care! There is no amount of vacuuming my yard that will get the glass out of my grass. It is not just an inconvenience, it is a desecration of my home.
I do appreciate your written apology and I am waiting for the verbal apology. I would also like to hear what actions you took to discipline your employees for making such a horrendous "mistake".
Sadly we found out after the fact that your company does not have a reputation to protect. We put a very cherished place in you hands and you have not treated it or my family with respect.
Think about it. What if someone came to your home, your home, and dumped broken glass in the house and yard and left? That is what happened to my family. There was no reason for it ... no reason.
Your promise means nothing to me after the first response that you sent to me through the Revdex.com. Remember, the truth will set you free. Read more about that in John chapter 8.
Initial Business Response / [redacted] (1000, 9, 2015/12/08) */ We are very sorry for the inconvenience of our instlation. We understand your frustration and are working to get your desired resolution completed.
Initial Business Response /* (1000, 7, 2015/09/30) */
We did inform Miss Massey that moisture on the glass may not be covered under warranty if the glass is obtaining moisture on the exterior of window, This happens some times in wet shady area's in the morning, we made early morning appointments
to see if this was the caseThere were no signs that the moisture was in between the panes, Our experienced installers took a real close look to see, no evidence of a faulty unit was foundWe did keep our appointments we made, she never answered her phone to let her know we were there
We did go ahead and order her a new glass just in case there was something that we couldn't see, We tried to reach her to set up another appointment to have the new glass installed, and no answer on the phone again
We strive to keep our customers happy, and we felt we have, It's is disappointing that this has escalated, I ordered her a new glass, and it's here ready to be installed at her convenienceThank you
Initial Consumer Rebuttal /* (3000, 9, 2015/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It appears to me that W4L has no intention of reinstalling the windows correctly, like the experienced installer stated should be doneNever has any experienced installer looked @ the installation on the exterior of these windowsThere is a 1/2" & 3/4" gap with no caulking around the perimeter of one of the windows
I was never informed of any warranty that may not cover moisture on the exterior of window, most likely cause I never complained that my windows were having moisture on the exteriorWhen the exterior temperature is cold windows would have condensation on the interior glass & of those windows would also have condensation between its panes of glassNone of the windows are in wet shady areasWhen the experienced installers showed up on of the appts the temperature outside was warm and I agree there was no moisture on any of the windows at that time.In order to see the condensation I would think the appt needed to be during colder weather.I have received call from W4L-that was in to set up appt for installation, according to the call history on my phoneMy phone is always with me & I answer all my calls
Final Consumer Response /* (3000, 11, 2015/10/05) */
I honestly don't feel that this business would do any better the second time installing these windowsIt upsets me they have choose to lie about everything except when they said there was no condensation on the windows when contractors came out to check them, like I had mentioned it was warm outside
Final Business Response /* (4000, 17, 2015/10/28) */
Revdex.com Comment - The company states they have left at least voice mails to the consumer and she has not return their callsThey have a replacement glass and would be happy to install at the consumers convenience
Initial Business Response /* (1000, 9, 2015/12/08) */
We are very sorry for the inconvenience of our instlation. We understand your frustration and are working to get your desired resolution completed.
Initial Business Response /* (1000, 5, 2015/11/16) */
The home owners had their windows installed on 10/16/15 and called to report broken glass on their property on 10/23/15. On 10/23/15 I spoke to one of the home owners he did request to speak to the manager and I told him I would send the...
installer out that day to clean up all of the broken glass. The installer called me when he left the home and told me there was no broken glass inside or out side of the home that he could find.
I asked the installer why the windows would break when removed and he explained that he had to cut the corners of the windows because of the existing vinyl J-channel siding. When he cut the corners of the windows to keep from damaging the siding some of the windows broke. He used tarps inside and outside of the home to catch the glass if the windows broke. He also used a shop vac to clean the carpet inside and the grass outside the home to ensure there was no broken glass left behind.
When I took the call the home owner did ask to speak to the shop manager, I am the shop manager and I addressed to complaint by sending the window installer back to the home.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The majority of the Windows for Less (WFL) response is not truthful for our situation. So no, it is not acceptable. It's as though the author is getting us confused with another complaint, although the two dates are correct.
The woman that I talked to on 10/23/15 did not tell me that she would be sending someone to my home to clean up the broken glass. I would have warned my wife that they were coming if she had. When I asked to speak to the manager she said that she would let him know. I told her the best time to get a hold of me that day. She did not indicate that the manager would not get a hold of me that day or when they would. Instead of hearing back from the manager, I got home to find that one of the installers had been there insisting that he clean up the broken glass. (There was a second person with him) My wife explained to him that I had already vacuumed up most of the glass, but there was still some behind our washer and dryer that he was welcome to clean up, which he did. So, either the installer was not being honest with his employer or he has a very bad short term memory problem.
I have 3 witnesses that can tell you why and how the glass got broken out of the frames and it was not accidental as the response from WFL indicates. They intentionally took tools and broke out the panes of glass! I spoke with the gentleman that installed the siding on my house and he said that there was no reason to "cut the corners of the windows because of the existing vinyl J-channel siding". He said that the vinyl J-channel could have been easily removed before the original windows were taken out. One of my witnesses did see that there was a tarp laid on the lawn outside one window, and another witness states that she saw tarps in the house, but this was not satisfactory. On installation day, 10/16/15, we found pieces of glass greater than 3 yards (9 ft) away from the window up on our son's bed and throughout the area between! The tarps may have been present, but no care was taken to "ensure there was no broken glass left behind". One of the installers did use a shop vac in the house, but did a very poor job to "ensure there was no broken glass left behind". In fact, we found more broken glass today, 11/20/15, after we have vacuumed.
The woman that I talked to NEVER indicated to me that she was the "shop manager". When I spoke to her on 10/23/15, she told me that she would have the manager call me, and I gave her a time that the manager would be able to get a hold of me, within their business hours. Then when I called back on 10/29/15 and ask again to talk to the manager, she did not indicate that she was the manager, but said that the manager was in and out a lot and that she would leave them a message to call me. She did state that she was the one that had sent the installer out to clean up the glass on 10/23/15.
I never heard back from anyone claiming to be the manager, having no missed calls or messages either. So, on 11/11/15 I made my complaint with Revdex.com.
If it would help, I will submit pictures of the broken glass that we have vacuumed.
My desired resolution remains the same as stated above. I would like the apology to be verbal as well as written.
Final Business Response /* (4000, 9, 2015/12/01) */
We are very sorry that the installation of windows in your home was not up to your standards. We understand your disappointment and appreciate the inconvenience this must have caused you and the problems that ensued.
When we learned of the issues that arose due to the installation, we did attempt to rectify the situation by revisting the installation sight with the intentions of correcting the situation.
I can promise you that the highest quality standards will be met in the future because protecting our reputation for delivering the best product on the market is a key priority for us. Again, I apologize for our mistake and regret any inconvenience caused as a result.
Final Consumer Response /* (2000, 11, 2015/12/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It wasn't the installation that we have a problem with, but the demolition that happened before the installation. You're correct that the condition my home and yard was left in was not "up to (my) standards" and I am shocked that this IS your standard. You deal with glass as a "business" so you should understand the problems that you have given me and my family. For one thing, my children will never be able to go out into our yard bare foot again without the hazard of broken glass that your installation crew left in my yard! But you don't seem to care! There is no amount of vacuuming my yard that will get the glass out of my grass. It is not just an inconvenience, it is a desecration of my home.
I do appreciate your written apology and I am waiting for the verbal apology. I would also like to hear what actions you took to discipline your employees for making such a horrendous "mistake".
Sadly we found out after the fact that your company does not have a reputation to protect. We put a very cherished place in you hands and you have not treated it or my family with respect.
Think about it. What if someone came to your home, your home, and dumped broken glass in the house and yard and left? That is what happened to my family. There was no reason for it ... no reason.
Your promise means nothing to me after the first response that you sent to me through the Revdex.com. Remember, the truth will set you free. Read more about that in John chapter 8.