Review: I ordered windows for my camp in Grand Isle, LA. I told Mr. [redacted] that I need windows that would pass the codes for Grand Isle--DP 50 rating with impact glass. I ordered windows for existing camp and new addition. The first order was placed on 12/12/2013. I was told that it would take 4 weeks. To make a long story short, it took 3 visits to replace the windows in the existing camp. The windows were not delivered until the end of March. All the stickers on the windows were removed but one. That sticker showed that the window was not DP 50 rated. After contacting Vista Windows, I discovered that 9 of 11 windows were less than DP 50 and none of the windows had impact glass. My contractor had ordered windows (9 double-hung and 4 sliders) for the addition to the camp from Fresh Look, those windows were delivered on time at the end of March. Again the contractor was assured that the windows would pass all code requirements. Of the 13 windows, the 4 sliders do not pass DP 50 rating and are not impact glass and the 9 double hung are DP 50 but not impact glass. I contacted the company they offered to remake the windows on the first order with a DP 50 rated casement window-but could not offer impact rated glass. The company could not come to a resolution on the sliders. Since they do not offer impact glass, they could not help me with that issue. In light of all the problems, I asked for a refund of the cost of the windows. Mr. [redacted] has not agreed to refund the money paid. I did not ask him to reimburse me for the additional costs involved in changing out the windows--replacing molding, painting, etc. Mr. [redacted] refuses to discuss a refund. My [redacted] admits that he removed the stickers from the windows--claiming that he did it as a courtesy to me--less clean-up. He knowingly installed windows with DP rating less than ordered and required. It is his job to make sure that the windows ordered meet the requirements of customer--he failed to do so at every turn.Desired Settlement: I would like a refund of the costs of all the windows in the camp and all costs associated with those windows...trip charges, installation, etc. I have paid $2818 which is half the cost of the windows. My contractor paid $5200 which is the full amount of the invoice. The total is $8018. Because we did not know that the windows were bad, the contractor continued to place molding and painted the trim--I would like reimbursement for charges to repair and repaint around the window.
Business
Response:
As a full service provider of windows, I offer several brands. These manufacturers offer an array of options that affect the performance and cost. During our initial consultation, I carefully explained all these choices, with particular emphasis on design pressure and glass technology. To avoid any confusion, I wrote 5 estimates of various performance levels. I advised Mrs [redacted] to consult with her builder, and pick carefully using the provided brochures and web links. I explained that she and her builder are responsible for code compliance, and there would be no refunds on custom materials. She deliberated about a month, then made her selection, as evidenced by her signed contract.
Review: A sliding glass door was installed, but the ordered windows did not fit the house properly and were kept by the contractor. On 7/6/2014 I received a quote via email from [redacted], owner of Fresh Look Interior LLC, regarding the installation of 9 windows and 1 sliding glass door. Mr. [redacted] incorrectly counted 9 windows (11 actual) so the total 50% deposit paid was only $1989 (Transaction ID: [redacted]), which I made via an electronic funds transfer from my Wells Fargo account into his Mobile Money account. The following day, 7/7/2014, he admitted to faulty calculations and added $540 (bringing the total amount to $4518) for the additional 2 windows (bringing the total windows from 9 to 11) to be paid after proper installation. Mr. [redacted] claimed to be a window professional for 15 years so I trusted his judgement to install windows, part of the reason I paid a professional. The custom made windows arrived and they were too large for the openings in my house. On the day of the installation, 7/29/2014, the subcontracting window installer, working on the house without [redacted], stopped installation because he didn't feel comfortable cutting into the studs without the consent of an Inspector. Mr. [redacted] wanted the installer to complete the window installation and cut into each stud on each side approximately 1/4". Fortunately, Mr. [redacted] called me before proceeding and, reluctantly, presented the option to reorder windows that properly fit the openings. I informed him (after consulting with my girlfriend's father, who has been a general contractor for 40 years in California) that I wanted to reorder "flush flange"; windows without a nail fin. Mr. [redacted] insisted the option to cut into my studs, which I was not comfortable doing since it involved removing a portion of the structural components of the house, i.e. the studs. Mr. [redacted] insisted on his method without further consultation with an Inspector. On July 31st, 2014 Mr. [redacted] came to my house and wanted to explain one last time (before reordering the windows) the benefits of the cutback. When Mr. [redacted] again insisted on cutting into the studs, I told him I wanted the custom fit windows to be reordered to avoid potential future damage to my house. He agreed, shook my hand, and said he would reorder the windows. On August 2nd, 2014 I called Mr. [redacted] to see if the windows had been reordered and to ensure that the one window that was removed on July 29th, and replaced with one of his windows to cover the opening, could be temporarily sealed. Mr. [redacted] said he would take care of ordering the windows and have one of his installers seal the temporary window ASAP and until the new, proper-fitting windows arrived. When I next spoke with Mr. [redacted] on August 5th, he said he needed additional dimensions of the windows and said he would stop by to seal the window since he failed to inform his installers to seal them. On August 5th, 2014 he took the dimensions of the windows, thus proving he had not ordered the windows, and went to tape up the temporary window. My roommate and my girlfriend, talking with him outside the house, questioned his use of flashing tape to seal the window and suggested that he wait until I arrive home. Without any response, a visibly frustrated Mr. [redacted] got into his truck and drove away. 10 minutes later I arrived to my house and saw that the window had not been sealed. When Mr. [redacted] and I spoke on the phone that day, he said my funds (minus the screen door, taxes, and the $98 disposal fee) would be returned because he would not reorder nor install proper fitting windows. After several verbose emails, on August 9th, 2014 I requested that Mr. [redacted] return the $1000 of my deposit ($1989 deposit - $899 sliding door - $90 for 10% sales tax on sliding door) by August 12th, 2014 at noon. He did not respond at any point via email, text, nor phone. I told him in the afternoon of August 12th that I would be submitting a complaint to the Revdex.com as well as begin the proceedings for small claims court.Desired Settlement: I am requesting a return of $1000 from my original $1989 deposit. I acknowledge to pay for the $899 sliding glass door that was installed and sales tax on the sliding glass door at 10%, which I rounded up to $90. The sliding glass door and tax amounts to $989, thus why I am requesting the return of $1000 from my $1989 deposit. Mr. [redacted] suggested I pay for the $98 disposal fee also, which is removed from the original estimate sheet. There is also a free energy upgrade ($150 value) and screen door in the original agreement, which I am not seeking for reimbursement.
Business
Response:
This complaint is meritless, founded on the notion that the materials ordered by Fresh Look do not fit the openings. This is absolutely false! I am more than qualified to assert that the windows are in fact perfect for this application. Volumes of replacement window installation training manuals state that ALL brick openings should be fit to the exterior for a proper seal. A proper seal that will prevent water infiltration in the future. This means that sheetrock, sheathing, or jacks need to be trimmed. Our industry refers to this as a "cutback". Cutbacks are an everyday process of renovations, accepted by all window manufacturers, regulatory agencies, and fenestration associations.
The customer's notion that windows should be installed without altering the openings is just plain wrong. It is quite impossible to properly perform these retrofits without the necessary adjustments. You will never meet a trained window installer without a dozen cutting tools in his truck specifically for cutbacks. It is as much a part of the process as breaking an egg is to a baker.
This is the first time a homeowner has objected to the standard industry procedure. But at the core of it, he has breached contract by obstructing completion. I made a ridiculously generous offer to absorb all the losses and damages, and he refused! I may be left no option but to sue for the balance in full, plus damages. I am still willing to approve my original offer of a $903.00 refund and waive the contract balance I am owed, pending a full withdrawal of this complaint.
Please have someone contact me for any documentation or peer substantiation.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID 10176238, and find that this resolution is satisfactory to me. Please take the complaint down and remove it completely, if possible.
Review: I ordered six (6) Energy Star windows with low-e glass and Argon gas. Upon examining the windows installed I found they were NOT Energy Star rated windows. To be Energy Star the windows have to be inspected by one of four Inspection Agencies (IA) and have a permanent NFRC label. None of these windows have that. Only four of the six had a temporary label with two having no label at all. One of the temporary labels had readings that were out of Energy Star range, U-factor .48 which should be .35 or less and SHGC .64 which should be .30 or less. I brought my concerns up to the company they assured me they would replace the glass in the windows in two (2) weeks. I have not heard from them and they have not returned my calls. Since then I have found more problems with windows. My order was for argon filled glass. None of the labels stated argon. I went on line to the NFRC official site for Energy Star certification and found the product directory. According to the product code on the labels (HGB-K-15-00002-00001) the windows are AIR FILLED not Argon as I ordered. This may be why none had permanent labels from one of the four Inspection Agencies required for the windows to be certified Energy Star.Desired Settlement: I want ALL for the windows replaced with Energy Star certified windows for this area OR I want ALL of my money back. I could only upload one file but I do still have my order form showing what I ordered.
Business
Response:
Mr [redacted] had a lengthy conversation with the manufacturer. Mr [redacted] himself explained that the windows were mislabeled, and that the windows were in fact Energy Star Rated. Mr [redacted] was looking at the actual build sheet. We were under the impression that Mr [redacted] was satisfied, and the problem was resolved. A phone call would have been nice.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID 10235618, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
First, I did receive a call from Mr. [redacted] a few days after the windows were installed. He said that before making and sending new windows to replace then ones in question, the two with no labels and the one with high U and SHGC readings, he would like to send someone over to test them. I agreed and told him I just want what I ordered and paid for. That was the last time I heard from anyone. I tried being patient. I sent an email after waiting over three weeks which was not responded to. I called earlier this week and left a message with someone who identified herself as Sue. No one call back. I feel I waited long enough.
While waiting I visited the NFRC web site and learned a few things.
Review: I ordered windows for my camp in Grand Isle, LA. I told Mr. [redacted] that I need windows that would pass the codes for Grand Isle--DP 50 rating with impact glass. I ordered windows for existing camp and new addition. The first order was placed on 12/12/2013. I was told that it would take 4 weeks. To make a long story short, it took 3 visits to replace the windows in the existing camp. The windows were not delivered until the end of March. All the stickers on the windows were removed but one. That sticker showed that the window was not DP 50 rated. After contacting Vista Windows, I discovered that 9 of 11 windows were less than DP 50 and none of the windows had impact glass. My contractor had ordered windows (9 double-hung and 4 sliders) for the addition to the camp from Fresh Look, those windows were delivered on time at the end of March. Again the contractor was assured that the windows would pass all code requirements. Of the 13 windows, the 4 sliders do not pass DP 50 rating and are not impact glass and the 9 double hung are DP 50 but not impact glass. I contacted the company they offered to remake the windows on the first order with a DP 50 rated casement window-but could not offer impact rated glass. The company could not come to a resolution on the sliders. Since they do not offer impact glass, they could not help me with that issue. In light of all the problems, I asked for a refund of the cost of the windows. Mr. [redacted] has not agreed to refund the money paid. I did not ask him to reimburse me for the additional costs involved in changing out the windows--replacing molding, painting, etc. Mr. [redacted] refuses to discuss a refund. My [redacted] admits that he removed the stickers from the windows--claiming that he did it as a courtesy to me--less clean-up. He knowingly installed windows with DP rating less than ordered and required. It is his job to make sure that the windows ordered meet the requirements of customer--he failed to do so at every turn.Desired Settlement: I would like a refund of the costs of all the windows in the camp and all costs associated with those windows...trip charges, installation, etc. I have paid $2818 which is half the cost of the windows. My contractor paid $5200 which is the full amount of the invoice. The total is $8018. Because we did not know that the windows were bad, the contractor continued to place molding and painted the trim--I would like reimbursement for charges to repair and repaint around the window.
Business
Response:
As a full service provider of windows, I offer several brands. These manufacturers offer an array of options that affect the performance and cost. During our initial consultation, I carefully explained all these choices, with particular emphasis on design pressure and glass technology. To avoid any confusion, I wrote 5 estimates of various performance levels. I advised Mrs [redacted] to consult with her builder, and pick carefully using the provided brochures and web links. I explained that she and her builder are responsible for code compliance, and there would be no refunds on custom materials. She deliberated about a month, then made her selection, as evidenced by her signed contract.
Review: A sliding glass door was installed, but the ordered windows did not fit the house properly and were kept by the contractor. On 7/6/2014 I received a quote via email from [redacted], owner of Fresh Look Interior LLC, regarding the installation of 9 windows and 1 sliding glass door. Mr. [redacted] incorrectly counted 9 windows (11 actual) so the total 50% deposit paid was only $1989 (Transaction ID: [redacted]), which I made via an electronic funds transfer from my Wells Fargo account into his Mobile Money account. The following day, 7/7/2014, he admitted to faulty calculations and added $540 (bringing the total amount to $4518) for the additional 2 windows (bringing the total windows from 9 to 11) to be paid after proper installation. Mr. [redacted] claimed to be a window professional for 15 years so I trusted his judgement to install windows, part of the reason I paid a professional. The custom made windows arrived and they were too large for the openings in my house. On the day of the installation, 7/29/2014, the subcontracting window installer, working on the house without [redacted], stopped installation because he didn't feel comfortable cutting into the studs without the consent of an Inspector. Mr. [redacted] wanted the installer to complete the window installation and cut into each stud on each side approximately 1/4". Fortunately, Mr. [redacted] called me before proceeding and, reluctantly, presented the option to reorder windows that properly fit the openings. I informed him (after consulting with my girlfriend's father, who has been a general contractor for 40 years in California) that I wanted to reorder "flush flange"; windows without a nail fin. Mr. [redacted] insisted the option to cut into my studs, which I was not comfortable doing since it involved removing a portion of the structural components of the house, i.e. the studs. Mr. [redacted] insisted on his method without further consultation with an Inspector. On July 31st, 2014 Mr. [redacted] came to my house and wanted to explain one last time (before reordering the windows) the benefits of the cutback. When Mr. [redacted] again insisted on cutting into the studs, I told him I wanted the custom fit windows to be reordered to avoid potential future damage to my house. He agreed, shook my hand, and said he would reorder the windows. On August 2nd, 2014 I called Mr. [redacted] to see if the windows had been reordered and to ensure that the one window that was removed on July 29th, and replaced with one of his windows to cover the opening, could be temporarily sealed. Mr. [redacted] said he would take care of ordering the windows and have one of his installers seal the temporary window ASAP and until the new, proper-fitting windows arrived. When I next spoke with Mr. [redacted] on August 5th, he said he needed additional dimensions of the windows and said he would stop by to seal the window since he failed to inform his installers to seal them. On August 5th, 2014 he took the dimensions of the windows, thus proving he had not ordered the windows, and went to tape up the temporary window. My roommate and my girlfriend, talking with him outside the house, questioned his use of flashing tape to seal the window and suggested that he wait until I arrive home. Without any response, a visibly frustrated Mr. [redacted] got into his truck and drove away. 10 minutes later I arrived to my house and saw that the window had not been sealed. When Mr. [redacted] and I spoke on the phone that day, he said my funds (minus the screen door, taxes, and the $98 disposal fee) would be returned because he would not reorder nor install proper fitting windows. After several verbose emails, on August 9th, 2014 I requested that Mr. [redacted] return the $1000 of my deposit ($1989 deposit - $899 sliding door - $90 for 10% sales tax on sliding door) by August 12th, 2014 at noon. He did not respond at any point via email, text, nor phone. I told him in the afternoon of August 12th that I would be submitting a complaint to the Revdex.com as well as begin the proceedings for small claims court.Desired Settlement: I am requesting a return of $1000 from my original $1989 deposit. I acknowledge to pay for the $899 sliding glass door that was installed and sales tax on the sliding glass door at 10%, which I rounded up to $90. The sliding glass door and tax amounts to $989, thus why I am requesting the return of $1000 from my $1989 deposit. Mr. [redacted] suggested I pay for the $98 disposal fee also, which is removed from the original estimate sheet. There is also a free energy upgrade ($150 value) and screen door in the original agreement, which I am not seeking for reimbursement.
Business
Response:
This complaint is meritless, founded on the notion that the materials ordered by Fresh Look do not fit the openings. This is absolutely false! I am more than qualified to assert that the windows are in fact perfect for this application. Volumes of replacement window installation training manuals state that ALL brick openings should be fit to the exterior for a proper seal. A proper seal that will prevent water infiltration in the future. This means that sheetrock, sheathing, or jacks need to be trimmed. Our industry refers to this as a "cutback". Cutbacks are an everyday process of renovations, accepted by all window manufacturers, regulatory agencies, and fenestration associations.
The customer's notion that windows should be installed without altering the openings is just plain wrong. It is quite impossible to properly perform these retrofits without the necessary adjustments. You will never meet a trained window installer without a dozen cutting tools in his truck specifically for cutbacks. It is as much a part of the process as breaking an egg is to a baker.
This is the first time a homeowner has objected to the standard industry procedure. But at the core of it, he has breached contract by obstructing completion. I made a ridiculously generous offer to absorb all the losses and damages, and he refused! I may be left no option but to sue for the balance in full, plus damages. I am still willing to approve my original offer of a $903.00 refund and waive the contract balance I am owed, pending a full withdrawal of this complaint.
Please have someone contact me for any documentation or peer substantiation.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID 10176238, and find that this resolution is satisfactory to me. Please take the complaint down and remove it completely, if possible.
Regards,
Review: I ordered six (6) Energy Star windows with low-e glass and Argon gas. Upon examining the windows installed I found they were NOT Energy Star rated windows. To be Energy Star the windows have to be inspected by one of four Inspection Agencies (IA) and have a permanent NFRC label. None of these windows have that. Only four of the six had a temporary label with two having no label at all. One of the temporary labels had readings that were out of Energy Star range, U-factor .48 which should be .35 or less and SHGC .64 which should be .30 or less. I brought my concerns up to the company they assured me they would replace the glass in the windows in two (2) weeks. I have not heard from them and they have not returned my calls. Since then I have found more problems with windows. My order was for argon filled glass. None of the labels stated argon. I went on line to the NFRC official site for Energy Star certification and found the product directory. According to the product code on the labels (HGB-K-15-00002-00001) the windows are AIR FILLED not Argon as I ordered. This may be why none had permanent labels from one of the four Inspection Agencies required for the windows to be certified Energy Star.Desired Settlement: I want ALL for the windows replaced with Energy Star certified windows for this area OR I want ALL of my money back. I could only upload one file but I do still have my order form showing what I ordered.
Business
Response:
Mr [redacted] had a lengthy conversation with the manufacturer. Mr [redacted] himself explained that the windows were mislabeled, and that the windows were in fact Energy Star Rated. Mr [redacted] was looking at the actual build sheet. We were under the impression that Mr [redacted] was satisfied, and the problem was resolved. A phone call would have been nice.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID 10235618, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
First, I did receive a call from Mr. [redacted] a few days after the windows were installed. He said that before making and sending new windows to replace then ones in question, the two with no labels and the one with high U and SHGC readings, he would like to send someone over to test them. I agreed and told him I just want what I ordered and paid for. That was the last time I heard from anyone. I tried being patient. I sent an email after waiting over three weeks which was not responded to. I called earlier this week and left a message with someone who identified herself as Sue. No one call back. I feel I waited long enough.
While waiting I visited the NFRC web site and learned a few things.