Fairview Wash & Glow

Our representative, Kelly, met with Mr*** on 1/who signed a work order for windows in his home.
Mr*** had previously had some of the windows in his home replaced by
another company and advised Kelly he was interested in pricing for the
remaining windows. Kelly priced Mr
***
for the windows he was shown and when the work order was being written for
twenty windows, Mr*** informed Kelly that five windows needed to be
added. When the work order was being completed,
Mr*** wanted all the windows done for $10,500. Mr*** also noted on his deposit check that
he was having all twenty five windows replaced.
When the work order and deposit check were turned into the company and
reviewed, Mr*** was notified that the work order, as written, could not be
accepted and that we would not be depositing his down payment check. We offered to place the work order on hold
for an installer to re-count and re-measure the windows but Mr*** expressed
that he wouldn’t accept any changes to the original work order. I understand Mr*** is unhappy with our decision;
however, he was notified in a timely manner about the situation and his check
was never deposited. Mr*** can check with his banking institution and verify that now, eleven days after the work order was written, his check was never deposited At this time there
is no further action that is required as the work order was declined and Mr
***’s deposit check was destroyed.Katherine ***

MsPing **,
Superior Window Company installed your windows in August
2011. Upon installation we ensure the
windows are installed accordingly and that they are free of defects and
operating properly. We regret that you
don’t believe that we’ve been attentive and responsive to
your emails regarding
your service requests; however, our records indicate that we have responded to
each of the requests that you’ve sent to us
Our records indicate we first received a service request in
March for replacement of a cracked glass unit. Our technician went out in March and
identified the glass unit that needed to be replaced so that the manufacturer could
remake a new glass unit. That same month
the glass unit was ordered and replaced without charge as per your warranty. At the time of this service your mother
complained of an issue with the operation of the window to the service
technicianThe window is a 48xdouble hung, triple paned unit which is quite
large and heavy considering there are three pieces of glass in each sash. Your mother is small framed and the service
technician explained that the window was difficult for her to operate because
the sashes of a triple paned glass unit were heavier than the single pane glass
windows that were previously in the home.
A window that large and heavy is going to be difficult for someone of
her stature to operate; however, we didn’t note an issue with how the window
was operating. When the technician
installed the new glass unit he noted that the top sash dropped slightly when the
window was unlocked and suggested changing out the set of balancers in the top
sash. Balancers come in different sizes
and the sizes are determined by the weight of the glass units. The manufacturer determines the weight of the
balancers for the windows. A new set of
balancers were ordered from the manufacturer, at no charge, as per your
warranty. While the balancers were on order
we received an email from you regarding problems with additional windows
which were the same size. At your
request we ordered balancers for the additional windows and on June 18,
our technician went out to your home to complete the service. At the time of this service, the technician
found that there wasn’t an issue with the windows and replacing the balancers
would not help with the operation of the windows. Again the problem that was identified in June
was that the windows are large and heavy and are difficult for a smaller
framed person to operate
When we received your call June regarding difficulty in
operating your windows, our office referred you to the manufacturer as they are
the responsible party for warranty product issues. Our office provided you with an email link to
file a warranty claim with the manufacturer.
After review, it appears that you advised the manufacturer that the
windows haven’t been operating properly since they were installed; therefore, the
manufacturer responded that it was an installation issue and not a product
issue. The manufacturer also requested
the bar code information from the windows which was not provided to them to
follow through on your claim
We can send a technician out to your home; however, it will
not change the fact that the 48xdouble hung, triple pane glass windows are
large and heavy to operate simply due to their size and weight which has been previously
explained. In the past we’ve met with
you mom, so if you’re in the country we will be happy to meet with you