Gramercy Park Cooperative of St. Paul

I will forward the pictures to the manufacturer and attempt to get new main framesShould they agree to send them I will then send someone out there to replace the parts in questionI will do my best to work with the homeowners schedule so that there would be no need to take off of workPerhaps a Saturday would workI will forward these pictures tomorrow and update the homeowner on the out comeTo make things as comfortable for the homeowner as possible I will send a different crew out there to reinstall the new frames and re-trim the openingsAt that time I would like to collect the balance still owedYes I could send someone out there to buff out the scratches at a much lesser cost but my goal is to make sure that our homeowner is satisfied with their product and our serviceI had customers that this sales rep sold tilt and slide sliders to so I may have mistaken them with the other homeownerI assure you it was not intentional

[A default letter is provided here which... indicates your acceptance of the business's response. If you wish, you may update it before sending it.] 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. Call home phone ###-###-####. Because of forthcoming holiday, please call 11/26 or thereafter. However, do wantto get this resolved soon.regards Timothy [redacted]

First, the agreement between Window depot and [redacted] and [redacted] was for removing old siding and wrapping the house and installing new sidingThis work has been completedWe even put up fascia on the house that was not in the contract as a courtesy because of a delayed installation date We did no work to the vestibuleThe wood showing is a roof issue not a siding issue and was there before we startedWe caulked the windows and the corner post as he askedUsually the tops of corner posts are not caulked, they have foam insulation but the son asked for itToday we did a walk thru with the actual home owner and fixed what he wantedExplained the roof issue and showed him his neighbors home and how the roof was none correctly and his was notThe homeowner understand the issue now with the Son saying we did thatAnd even that we did not touch the vestibule our tech screwed it into the siding per the home owners requestAnything the Homeowner asked about if we could do anything about it, our service tech did if we couldThe Homeowner is satisfied

I agree that there were some installation issues that need to be and were addressed as the homeowner themselves statedThe two things I do want to address is 1st off is the tilt and slide style windowsif I recall correctly I myself called the homeowner and told them that we do not recommend that particular style window as they are always in need of service due to the hardwareSo before we even ordered the windows it was approved by the homeowner to go ahead with the standard slider style windowThe 2nd item is yes the frames she has now has scratch in on them, but I question how those sash's got thereThere is nothing we do during installation that would cause this type of scraping or scratches on the vinylThe scrapings from the vinyl are on the wood casing of the window which also shows that this was done after installationThey look as though a dog was pawing at the windows in excitementI do believe they have a dogI do not mean to try and turn any of the blame onto the homeowner but the pictures she sent me tell me thisNot sure as to how to handle that I sent the pictures to our lawyer and asked for some advice on how to handle this without looking like I was trying to turn the table on to the homeownerAll of the other complaints they have said are correctA disgruntle employee went out there and started things off on a very negative footWhat became of his notes and pictures are still a mystery so that did cause some delay in getting their service doneFor that I do apologize and wish I could changeI can send the pictures they sent me but I am sure the manufacturer is going to come up with the same conclusion I did about the damage being done after installation, so therefore they will not over any kind of discount that I could pass forward to themWe are more than willing to go out and buff out the vinyl to make it look the way it should but I stand by my years of experience and say this was not done at installation but afterI would be happy to send a copy of the pictures if need beI can offer them lifetime service for as long as they own the home at no charge and $in store credit for them or a friend or family to use in the futureI apolagize in the delay in getting back to you on this but to be honest I was not sure just how to handle this without stirring muddy waters as they say

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, First, I was told it would take about two weeks for that finance application to go throughA month and a half is a lot longer than two weeksMaybe you have no control over that, but no one bothered to call me to let me know what was going onIn fact, I called many times asking about the project, wondering if you forgot about me, and no one could tell me anything about the projectI was told a few times that the person in charge of my project was not available and would call me the next business dayEach time I said “no problem”, and each time no one called meI even tried calling the sales rep I had, and he never returned a phone call after I signed his papersI can be very understanding, except you never bothered to care enough to tell me what was happeningAnd now you are bringing up even more problems I had that I didn’t even bother with explaining before As for the measure tech, you were not doing me any favorsOne, I was told they started at am and I made the appointment for amTwo, he did not have to show up BEFORE amI mentioned that I did not have to leave for work until 8:30, so anytime between 8:and 8:would have been fineHe was going to be about an hour lateThree, if you start work at 8:00, then you show up at 8:00, I don’t leave for work the time I am supposed to startFour, if it is such a problem for you to get out to Hartford, then you should not be servicing customers in Hartford I am glad to see that you are trying to change things for your customers in the future, and I hope it does, but how is that supposed to help me? I have paid you a lot of money to make a LOT of mistakesFor over two months I have had to find elsewhere just to go take a showerDo you have any idea how difficult, inconvenient, and annoying that is? Ever since I signed those papers back in May, I have not felt like a customer to your business, but a nuisanceNobody seems to care [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.In the response from the business that was forwarded to me I was told that the sales man was going to get in touch with meI did receive a phone call on my home phone (920-390-5160) from the sales man *** on Tuesday March 27thI missed the call and called him back leaving a detailed message of a good day and time to call my cell phone (920-397-8455) I left this same message the following day when I did not hear from him during the requested call back timeAgain I did not hear back from himI feel I have put forth the effort in attempting to contact this business to resolve this matter and I am not receiving much help in the matterI have spoken multiple times with Amanda at Time Investment Company and she has been very helpfulHer manager is looking for the recording of the conversation on 12/12/going over the terms of the financingShe plans to email this to me by the end of the week as well as get in touch with Nathan at Windows Depot
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regarding Item 1: We were absolutely NOT told that the tilt and slide windows were not recommended nor did we ever give our approval for a standard slider window prior to the order datePrior to installation, we had conversations with: 1.) the sales man, who informed us the windows we ordered would have a tilt and slide feature, 2.) the installation manager, who came to measure our windows before placing the order, 3.) the operations or marketing manager (I can’t recall his title), who helped reach out to the owner regarding the window color change, 4.) the owner, who agreed to a change in exterior window color without an additional cost to us, the homeowner, and 5.) the production manager (I believe that was her title), who called to set up the initial installation appointment The contract was signed on 6/25/The initial window install was started on 9/19/2016, and work continued on 9/22/At this time we noticed the many issues with the windows, as well as the fact that some of the features, namely the tilt-and-slide, were not as expectedIt was not until we spoke to the sales manager, on 9/22/2016, that we discovered our windows did not have the tilt-and-slide featureIt was not explained to us that the tilt-and-slide makes for a weaker window until after the windows were installedRegarding Item 2: The replacement window installation was completed shortly before 2:00pm on 2/14/2017, and I called the production manager at 5:21pm on 2/14/2017, notifying her of all the scratches on the replacement windowsI emailed her photos at 11:05pm on 2/14/ In the email sent to Window Depot on 2/14/2017, of the scratched windows, we stated that the scratches are on all three windows on all sides. It is noted in the email that the scratches are not the easiest to photographTo take the pictures, it was necessary to use a flashlight to illuminate the scratches to make them more visible. The photos were taken without first cleaning the windows, as Window Depot does not clean the windows after install and we, the homeowner, did nothing but take photos of the windowsPhotos were taken a few short hours after the windows were installedThe “scrapings from the vinyl” on the “wood casing of the window which also shows that this was done after installation” is, in fact, dust and dirt left from the install. We, the homeowners, own a dogHowever, there is no possible way that our pet could have been “pawing at the windows in excitement” without damaging the wood casing or the glass, neither of which have any markingsAdditionally, it is absolutely absurd to suggest that our 60-pound dog jumped inches off the ground (the height of the highest scratches in the vinyl) to scratch the framesAll three of the windows that were installed have scratches along the edges (top, bottom, left, right). It would be impossible for any dog to perfectly scratch only the vinyl of the windows without also scratching the glass and/or the wood casingIn regard to the offer of “lifetime service for as long as they own the home at no charge and $in store credit for them or a friend or family to use in the future”: -It is our understanding that the window package we chose includes “lifetime service” and a transferable warranty, so this is something for which we have already paid-We do not want “$in store credit” for us or “friend or family to use in the future”Window Depot will not be getting any more of our business or any of our friends’ or families’ business Please provide the following resolution: -Per Window Depot, “buff out the vinyl to make it look the way it should”-Fix the foot limit lock, which was set out of place upon fixing draft issues and scratched glass issues with the patio door-Due to the receipt of second quality windows, the inconvenience of having people in and out of our home, and lost benefit time as a result of multiple days taken off of work, provide a final receipt showing a $balance owed so that we, the homeowner, know that all business (with the exception of warranty) is completed with Window Depot
Regards,
*** ***

I will contact t HVAC company and have them call you after 11/26/17.Thank you Chris

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
I didn't have a leak had my house for years ,it was my mom and dad's house thank god that I didn't have more insulation it would of took longer for the water to seep through and would not have caught it due to your poor workmenshipIf you were a Good contractor you would of change the decking the first time instead of coming back to finish the job right and offer to take care of my water damage in the bedroomsBut no just take advantage of a single mother trying to make ends meet a leak is a leak you screwed up and you should man up to it.*** the other contractor told you that the decking should have been replaced because my roof was like a sponge and he was sinking in For the record I didn't demand money I ask you for your insurance and its been weeks and you never phoned me or did your insurance company .as did my contractor ask for your insurance company too.that's why I choose to exercise my Rights now

We were out to her home in September and she did not like the material we had to use to enclose the open area of the window after it was made smallerShe has very old siding and it is not in the best conditionWe have now received some siding that we can use after t has been cut down to
size, We are waiting upon the arrival of sashes we are replacing because they were looseThey ship out from the manufacturer today and we should be getting them this week Tuesday or WednesdayThe cement board is not exposed to the elements outside she does have a storm window covering the window area

The Sales Rep, Shawn has tried to call the customer and was not able to speak to anyoneHe left a message for them to call him back.I am going off of the on line application paperwork that was done with the customers and sales repThe loan is also verified with the customer by phone from Time
Investment before any funding is approved.Time Investment goes over the Sales Purchase Order which shows the customers credit score, APR rate of 15.99% none for any payment optionAgain this is verified by phone with Time Investment and the customers.Shawn is waiting for them to call to see if anything can be done

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Paul ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. BUT, We are still waiting for the Trim to be completed.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I the homeowner cannot trust you Window Depot to re-install any of the windows due to the fact the one window that was re-installed, is now leaking and causing more damageI can not trust that any of the windows would be re-installed correctly, I have lost all confidences that any work done by Window Depot would be correct, let alone if it will cost me more money (either damage from the installation or time off from work)
Regards,
*** ***

As of yet, Window Depot has not finished up the job. The three remaining items, the sagging channel, the wrong color piece of siding, and fixing the trim around the window that was bent while placing the wrong color of siding on the house, has still not been fixed.Window depot was supposed to fix these items on 12/28/17, but it was too cold to work on it. They rescheduled the date for 1/5/18, tentative due to weather. Not sure if it's going to be much warmer on January 8th, so I'm sure this will continue to drag on and on for awhile yet. So am I satisfied with Window Depot's effort to resolve the matter? Not yet. This should have been rectified when the weather was still warm. After all the project was scheduled for the first week in August. On Nov24th (after scheduling the appoint THREE WEEKS in advance and being surprised that the supplier was closed on the Friday after Thanksgiving) when they weren't able to finish the job, the temperature was in the 40sWhen they came back on December and couldn't finish the job because the service guy didn't have a extension ladder, the temperature was also in the 40s. There was more than ample time to fix these issues when the weather was still warm.Thanks***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
There is no Time line on when they will come out to fix the hole. I Do Not Want to Wait 2-months again for resolve
Regards,
*** ***

We had an installer go out to her home and replace the mainframes due to quality issuesWhen we replaced the mainframe on one of them it was a bit different in size (manufacturing issue) so we now need to replace the lower sash of this windowAll of the other service issues have been addressed
except this last sash which the need came about at time of service. I have called and left a number of messages for Breanna and I have also e-mailed her a number of times as this has been going onI have re-oredered the sash in question and will have someone out there to replace it as soon as it comes in. All of the issues with these windows have been quality issues which is beyond our control as we don't make themWe will continue to offer our services in any repairs needed until all issues are resolved

At this timeTell us why hereAt this time I am new to this position (Office Manager) and just received this complaint on 9/15/With not being involved until now, I will need to investigate further into the complaint. Mr *** is correct that *** *** the Sales Representative and
*** *** are no longer with Window DepotVerbal agreements are not honored at Window DepotThere is a written Agreement and work orders for customerWhich does have his signature on the formsI also see that Mr*** has filed a Contact complaint regarding another said to be verbal agreementThis was in regards to servicing his ProVia storm doorWindow Depot does sell that product but since the storm door was not purchased from Window Depot we do not service other companies productsIn return Mr *** was given the phone number for Pro Via so he could call the company to get his service issues taken care ofUnfortunately the storm door complaint had to go through our AttorneyIt seems Mr *** was verbally abusive to *** *** over the phoneSeeing that we had to already involve our Attorney once before I am sure that this will be the case again

Hi again, I just got the contract from Time Investment CompanyIt is incredibly vague when it comes to the discussion of interest ratesListed under "Special Instructions" it says "15.99%" and that's itEasy overlooked in the contract! And as stated, it was wrongly explained to me, so looking quickly over the document, I missed it completely. I have attached the document for you to view. -*** ***On Mon, Apr 23, at 3:PM, *** *** ***> wrote:Hi, In regards to the case, I have not heard back anything from Windows Depot.I have contacted the financing company twice requesting information on their contracts(recorded calls and a copy of my signed contract) I have not heard back from them yet either. I understand that I was very naive in signing the contract online, I was never provided a copyThis was very stupid on my part and I have accepted that there is most likely not much the Revdex.com will be able to do to help me cope my financial loss in this circumstanceWindows Depot carries good ratings, their install workers were wonderful, and the sales guy was very niceWe had planned to have them put in new windows and finish a bathroom remodelWe have friends and family that contacted them for quotes because they were so impressed with the work that was doneHowever, they have since cancelled their appointments because I have told them of the situation we are dealing with now. I am really upset at the situation, and blame the sales person but have been absolutely appalled with how the owner has handled my complaint. *** ***

I have read the complaint sent to you from Ms *** and I will try to put all of the information regarding this matter in order so that you can see and understand all that truly has happened with this situation.On Augwe installed a roof for Ms ***At the end of the job all looked fine
everyone was satisfied and Ms *** signed a completion form. On 3/11/Ms *** called and said her roof was leaking. On 3/11/the roofer that did the work went out and inspected her roof and found no problem She was not satisfied with this findings so on 3/12/the roofer and our sales rep went out to her home again and did another inspectionAgain there was nothing wrong with the roofing work we did but we did find an area that looked to have some ice damning above a soffit area by a closetDuring the inspection we did see that she had mold/meldew through-out her roofWe took pictures and explained to her that this was not a new problem and that it had been happening for some timeThe owner of our company went out and did a heat energy check to show her how cold her attic area was and has beenThis is what we felt caused the problem of the mold in her atticOur owner volunteered to replace the decking by the closet at our expense (this is the area the had the ice dam issue)of which we didthrough out all off this I neglected to tell you that when the roofer and sales rep went out to her home one 3/12/they sprayed the entire roof with a water hose and as we thought there was no leakageWe left and shortly later she called and said it was leaking water she could not see it but she could hear itThis is when our owner went out thereWe then called the manufacture of the shingle and asked that they send their rep out there to inspect the work we did to make sure it met standards and was installed correctlyA week or so later the rep from *** *** went out inspected the roof and verified that the roof was indeed installed correctlyIn the mean time Ms *** called another roofer to come out and check the work (*** ***) he also told her the work was done correctly. And still Ms *** was not convinced and felt the problem she had and had been happening for sometime was our fault. To go even a step further, our owner at our expense, had a full energy audit done on her homeOf which I would be happy to send to you if needThe energy audit showed a number of issues that was happening in her attic area. Things were quite for a while until last week when Ms *** showed up at our place of business and insisted that the mold/meldew in her attic was due to us and that we are responsible and demanded that we pay her $to cover the cost she claims she spent to fix her issues. She did not have any receipts, she came with check stubs and on some of them was not even sure what they were for. We feel we went above and beyond what is expected of any contractor and did everything we could to assure Ms *** that our actions were to help her and her best interest is what we had at heart. We have never been given the name of the company that did this work To walk in one day with some check stubs and demand $or threaten to call the Revdex.com is not appropriate by any means. I think I have given you most if not all of the information I haveIf there is anything else I can clarify please contact me and I will do so immediately. Sincerely, *** *** *** *** Window Depot USA###-###-####