Please find a response to this complaint along with images attached
*** and *** *** signed a contract with us on May 11, for replacement windowsThis order was a custom order, made to his specifications at the factoryThe windows were installed on June 25, The homeowners
called our office on Friday, March 15, to inform us that they would like us to review the installation as they were experiencing air infiltrationI, the Owner went out with the installation crew on Monday, March 18, to ensure the windows were installed properlyUpon inspection, the window was insulated; however, additional insulation was addedWe decided to contact the Manufacturer and have a Factory Service Rep come out and make sure there wasn't something wrong with the window or the installation and to double check to make sure we weren't missing somethingThe Factory scheduledthe inspection for May 15, On May 23, we received notification from the Manufacturer that the service was completed and signed off on by the homeownersWe had not heard from the customer at all since that service, so we concluded they were satisfied.When we received the complaint, we were bewildered because we had not heard from the customer in over two years and we had assumed everything was in proper working orderAn inspection was scheduled for Tuesday, May 5, with myself and the Installation ManagerThe window trim was removed and the window frame completely exposed; (See images attached) to discover the original builder of this home did not put any insulation in the rough openingsUpon showing the homeowners, they were remorseful that they filed the complaint and Mrs*** said they would like to recant it. Respectfully, Mark Lazeroff President BSL Direct Sales, Inc
Dear Mr. [redacted],
We have read your complaint and are very surprised by it.
In the Home Improvement industry, it is recognized that things can and do happen. We have been in business since 1962 and are very proud of our record with our customers. In the unlikely event that something happens;...
Wonder Windows has always done whatever it takes to make it right.
Mistakes were made. The original installation was not up to our standards. We attempted to have the original installer fix the issues, but were unsuccessful. Therefore, we sent a different installer to correct the issues associated with the original installation.
In order to fix the installation issues, we instructed the new installer to remove all the siding and insulation from the house and start over and totally redo the job. During the process and expense of ordering new siding and new underlayment, we upgraded the siding to a more expensive product at your request and installed new gutters at no charge. This siding upgrade was not the original siding chosen and was not included in the original contract. On Thursday, August 6, 2015, you shook hands with the installer to thank him for such a wonderful job.
Imagine our surprise that now, after all this, you file a complaint asking for $2600.00 for an overcharge.
Our siding projects have always been sold based on the total project and what is involved in the work scope. We never discussed the siding measurements and your written contract represents your entire work scope. Therefore, no refund is warranted.
Obviously the process was disappointing, but the end result is a beautiful job and a home you can be proud of. We also have the peace of mind that our company went above and beyond to correct the installation issues.
Sincerely,
Mark L.
President
Revdex.com spoke to Mark at business and the following was relayed: This job is 100% totally complete. The customer wanted a different siding, which was more expensive so we upgraded it at no cost to customer and finished the job. This job was priced as an entire job and not by squares. Revdex.com has received copy of contract from business which does not state job was priced by square footage. See attached.
Im not sure why this company is so surprised by this complaint. We have been in touch with this company numerous times over a period of months expressing how dissatisfied we were with the installation of the siding and trim. Being a company that advertises pride in customer service I would have thought that the company would have handled this problem much more effectively. It was only when we were so upset and pushed beyond belief that we stated in an email that if they didn't rectify the situation that we felt compelled to contact the Revdex.com. The gutters were damaged by Wonder Windows installers so Im a little confused how I got free gutters. The roof drip edge that the original installer damaged still hasn't been addressed. The new installer did inform Wonder Windows. As to the refund; their salesman stated that this job was based on 19 square footage. We even went out with him when he measured. He wrote it out on a paper he kept. Through the process with the salesman deciding on a tear off or different colors of siding it was always about the cost of square. How can it be any other way? We were charged for a 19 square job. The new installer Dave R., confirmed he was also told it was for a 19 square job. I texted the project manager and stated that I wanted different siding because Wonder Windows was blaming the wavy issue on the siding they initially installed. It was only after I had Dave measure for the new siding that I became aware of the discrepancies. Dave R. informed me it was a $2600.00 difference and that siding contractors charge by the square.The day after I text the project manager about the siding Dave R. informed me that he had a conference call with the project manager and Mark L., president of the company, and was asked if he measured the house. Why would you ask if he remeasured if you sent him out for a 19 square tear off and install?When I confronted the project manager he at first said it was for waste. After speaking with his boss he changed his story that they charge by the job. I actually had the new installer order the siding myself because Wonder Windows said the original siding was what was causing the waviness of the siding. And I was going to pay for the upgrade in siding myself, even after I learned it was the original installers incorrect installation, until I learned of this dishonesty of Wonder Windows. If their original installer had done the job right in the first place we wouldn't be here and I would have never known that they ripped me off. I feel insulted that they feel they went out of their way to order new siding and underlayment. It was never mentioned that we as customers had to pick up the tear off material out of our yard and place it in the dumpster, which took three of us and four hours to do. Maybe I should charge for that. The new installer was told to leave it there because Wonder Windows wanted the material. How unprofessional that it sat there five days and the customer has to dispose of it. I lost respect for this company. They profess of the Wonder Windows dedication to customer service but when confronted with the numerous issues they have no integrity. The project manager resorted to text messaging instead of actually calling me, the customer, to resolve issues. I did shake the mans hand that installed our siding and saved Wonder Windows behind. Dave R. did a great job, however I did not sign off on this project. I am in no way satisfied with Wonder Windows. There are issues that need to be resolved. The president only reached out to me when I mentioned the Revdex.com. I have not heard from him since. Even though this project has been a nightmare from the start. Wouldn't you wanna stay in touch with your client to make sure they are satisfied with the job? Not one time since the redo have I been contacted to ask about my satisfaction.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Not sure if it is entirely a builders problem, we will have a third party look at it. The company installer re calked and re wrapped the windows. He was here for 2 hours. I probably should have contacted the business again before we filed the Revdex.com complaint. Sometimes consumers just get fed up!
Regards,
[redacted] And [redacted]
Please find a response to this complaint along with images attached
*** and *** *** signed a contract with us on May 11, for replacement windowsThis order was a custom order, made to his specifications at the factoryThe windows were installed on June 25, The homeowners
called our office on Friday, March 15, to inform us that they would like us to review the installation as they were experiencing air infiltrationI, the Owner went out with the installation crew on Monday, March 18, to ensure the windows were installed properlyUpon inspection, the window was insulated; however, additional insulation was addedWe decided to contact the Manufacturer and have a Factory Service Rep come out and make sure there wasn't something wrong with the window or the installation and to double check to make sure we weren't missing somethingThe Factory scheduledthe inspection for May 15, On May 23, we received notification from the Manufacturer that the service was completed and signed off on by the homeownersWe had not heard from the customer at all since that service, so we concluded they were satisfied.When we received the complaint, we were bewildered because we had not heard from the customer in over two years and we had assumed everything was in proper working orderAn inspection was scheduled for Tuesday, May 5, with myself and the Installation ManagerThe window trim was removed and the window frame completely exposed; (See images attached) to discover the original builder of this home did not put any insulation in the rough openingsUpon showing the homeowners, they were remorseful that they filed the complaint and Mrs*** said they would like to recant it. Respectfully, Mark Lazeroff President BSL Direct Sales, Inc
Dear Mr. [redacted],
We have read your complaint and are very surprised by it.
In the Home Improvement industry, it is recognized that things can and do happen. We have been in business since 1962 and are very proud of our record with our customers. In the unlikely event that something happens;...
Wonder Windows has always done whatever it takes to make it right.
Mistakes were made. The original installation was not up to our standards. We attempted to have the original installer fix the issues, but were unsuccessful. Therefore, we sent a different installer to correct the issues associated with the original installation.
In order to fix the installation issues, we instructed the new installer to remove all the siding and insulation from the house and start over and totally redo the job. During the process and expense of ordering new siding and new underlayment, we upgraded the siding to a more expensive product at your request and installed new gutters at no charge. This siding upgrade was not the original siding chosen and was not included in the original contract. On Thursday, August 6, 2015, you shook hands with the installer to thank him for such a wonderful job.
Imagine our surprise that now, after all this, you file a complaint asking for $2600.00 for an overcharge.
Our siding projects have always been sold based on the total project and what is involved in the work scope. We never discussed the siding measurements and your written contract represents your entire work scope. Therefore, no refund is warranted.
Obviously the process was disappointing, but the end result is a beautiful job and a home you can be proud of. We also have the peace of mind that our company went above and beyond to correct the installation issues.
Sincerely,
Mark L.
President
Revdex.com received a copy of the contract and insurance information from business. See attached.
Revdex.com spoke to Mark at business and the following was relayed: This job is 100% totally complete. The customer wanted a different siding, which was more expensive so we upgraded it at no cost to customer and finished the job. This job was priced as an entire job and not by squares. Revdex.com has received copy of contract from business which does not state job was priced by square footage. See attached.
Im not sure why this company is so surprised by this complaint. We have been in touch with this company numerous times over a period of months expressing how dissatisfied we were with the installation of the siding and trim. Being a company that advertises pride in customer service I would have thought that the company would have handled this problem much more effectively. It was only when we were so upset and pushed beyond belief that we stated in an email that if they didn't rectify the situation that we felt compelled to contact the Revdex.com. The gutters were damaged by Wonder Windows installers so Im a little confused how I got free gutters. The roof drip edge that the original installer damaged still hasn't been addressed. The new installer did inform Wonder Windows. As to the refund; their salesman stated that this job was based on 19 square footage. We even went out with him when he measured. He wrote it out on a paper he kept. Through the process with the salesman deciding on a tear off or different colors of siding it was always about the cost of square. How can it be any other way? We were charged for a 19 square job. The new installer Dave R., confirmed he was also told it was for a 19 square job. I texted the project manager and stated that I wanted different siding because Wonder Windows was blaming the wavy issue on the siding they initially installed. It was only after I had Dave measure for the new siding that I became aware of the discrepancies. Dave R. informed me it was a $2600.00 difference and that siding contractors charge by the square.The day after I text the project manager about the siding Dave R. informed me that he had a conference call with the project manager and Mark L., president of the company, and was asked if he measured the house. Why would you ask if he remeasured if you sent him out for a 19 square tear off and install?When I confronted the project manager he at first said it was for waste. After speaking with his boss he changed his story that they charge by the job. I actually had the new installer order the siding myself because Wonder Windows said the original siding was what was causing the waviness of the siding. And I was going to pay for the upgrade in siding myself, even after I learned it was the original installers incorrect installation, until I learned of this dishonesty of Wonder Windows. If their original installer had done the job right in the first place we wouldn't be here and I would have never known that they ripped me off. I feel insulted that they feel they went out of their way to order new siding and underlayment. It was never mentioned that we as customers had to pick up the tear off material out of our yard and place it in the dumpster, which took three of us and four hours to do. Maybe I should charge for that. The new installer was told to leave it there because Wonder Windows wanted the material. How unprofessional that it sat there five days and the customer has to dispose of it. I lost respect for this company. They profess of the Wonder Windows dedication to customer service but when confronted with the numerous issues they have no integrity. The project manager resorted to text messaging instead of actually calling me, the customer, to resolve issues. I did shake the mans hand that installed our siding and saved Wonder Windows behind. Dave R. did a great job, however I did not sign off on this project. I am in no way satisfied with Wonder Windows. There are issues that need to be resolved. The president only reached out to me when I mentioned the Revdex.com. I have not heard from him since. Even though this project has been a nightmare from the start. Wouldn't you wanna stay in touch with your client to make sure they are satisfied with the job? Not one time since the redo have I been contacted to ask about my satisfaction.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Not sure if it is entirely a builders problem, we will have a third party look at it. The company installer re calked and re wrapped the windows. He was here for 2 hours. I probably should have contacted the business again before we filed the Revdex.com complaint. Sometimes consumers just get fed up!
Regards,
[redacted] And [redacted]