Green World Windows and Doors Corp

Initial Business Response / [redacted] (1000, 8, 2016/01/04) */ It is correct that the warranty package covered for the windows and doors of this project with the builder is for years for parts and year for laborSince this is a special case, we have settled to complete the service for the customer This warranty service was completed on 12/28/ Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 10, 2016/01/04) */ The Service request from Mr [redacted] was received back in October for the issue mentionedDuring the inspection, two of the windows in the house did not have drain holesOur standard procedure for this type of service is for us to drill the drain holes manually without having to remove the windows from the drywall and risking to damage the existing drywallMr [redacted] refused to drill the drain holes manually and our customer service representatives have been trying to schedule an appointment with the customer to fix the problemWe left a message on 12/23/to schedule the service for 1/16/but did not get a response from the customerAt the other hand, if we receive a glass seal failure case, our standard procedure is to replace the Insulated glass units, since the glass seal failure do not involve defect on the vinyl frameWe understand that Mr [redacted] is frustrated but we are trying our best to resolve this issue but we are not getting any cooperation from him Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, this complaint was opened with Greenworld in March of The windows that do not have drains in them have had all the glass panels replaced multiple times This is the issue with the warranty and communication with this business Currently, the glass panel in the windows in question have bad seals in them and streaking on the inside of the windows This has been communicated to them for over months now and they cannot get their documentation correct Further, they want to schedule a hour window to come and measure the glass that they need to replace and have replaced multiple times Then, they want to schedule a hour appointment to come back and install the glass They are claiming that the standard procedure is to drill holes in the windows when the drains are not installed The vinyl in the windows are thin and I have observed them "drill" a hole in one of my windows with a Philip Head bit installed into a power drill For reference, I have owned the house and the windows for just over years as new from the builder The Builder Wood Bridge is refusing to cooperate in this matter at all During the final inspection and walk through, I griped a window that had the seal broken before I even took possession of the house I now have windows that do not drain properly and hold water in the track on the inside of the house The proposed answer is to "drill" holes to fix the problem I have had the regional manager "***" out to the house in who admitted that the tooling process for cutting the drain into the window during the manufacturing process failed to occur He even advised me that the tooling used to create the window seals was below standard and they obtained new tooling However, I continue to have windows, new tooling and old tooling, that fail Final Consumer Response / [redacted] (4200, 16, 2016/01/25) */ [redacted] , Yes, Greenworld has contacted me but only to cancel the pre-scheduled meeting less than hours in advance with absolutely no reason other than "the meeting was taken off the managers schedule" They have called and left me a message that they scheduled an appointment on an obscure Wednesday between 9am-1pm When I called them back I explained, again, that I am no longer able to take time off work just to sit for a hour window that they might or might not show up I am typically off on Mondays and have made Saturdays available as well This would be about the 10th time that I have explained this, but they never seem to document anything I reminded the representative that they are the ones who canceled with less than hours notice and should figure out how to schedule the manager to come back out It was very odd, her next statement, "the field technician is coming out to replace the windows and if necessary order a new one But if he feels that he can fix it there, then he will." What is odd about this is the meeting that was canceled was with a manager and that was to strictly assess the windows and identify was the issues are Now, no longer does this warranty claim of over years warrant a manager, but merely a field technician I have already advised them that drilling holes in windows is not an acceptable method to the issues that are happening They have tried that and I observed the technician with a Philips head screwdriver bit in a power drill, drilling holes in my windows even after I explicitly advises him not to The amount of inconstancy and unwillingness to address the issue leads me to believe that Greenworld nor the home builder Woodbridge Pacific are showing no interest in actually upholding their warranty of the window [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2016/08/05) */ WEDNESDAY August 3rd, our service tech changed out the glass for this dealers customer Wed the window had not been installed in the opening( we are responsible for the installation of this unit)homeowner was not homeThe homeowner was contacted by our tech and she gave us access to property and our tech changed out the glass and left we do not have a sign off but job is complete from our end Thank you [redacted] ATN Window & Door Corp

Final Consumer Response / [redacted] (2000, 6, 2015/08/24) */ 8/24/Worker did show up as scheduled and finally repaired all windows as requested

Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ Regarding this issue: The original claim came in June 29, to replace defective low-e ig unitsWe were there on August 27, to replace the id glass the Tech submitted the work sheet and it was filed COMPLETE by accidentOnce the homeowner contacted our Customer Service a new ticket was open) and the original paperwork was pulled and to check what was replacedIt was found that we did miss two ig unitsA new service ticket was issued on 11/and reschedule for 11/but on both dates we were short Service Techs, We had to cancel and reschedule for 12/10/between - 5, and we just hired an additional Service Tech to help complete homeowners issues in a timely manner, We stride to give our customers the best product and we value that we give 0.e best customer serviceQuality is our goal in product and the materials we use to make our windows and doors and in service Should you have any additional questions please feel free to contact us Regards, [redacted] HR

Initial Business Response / [redacted] (1000, 10, 2016/01/04) */ The Service request from Mr [redacted] was received back in October for the issue mentionedDuring the inspection, two of the windows in the house did not have drain holesOur standard procedure for this type of service is for us to drill the drain holes manually without having to remove the windows from the drywall and risking to damage the existing drywallMr [redacted] refused to drill the drain holes manually and our customer service representatives have been trying to schedule an appointment with the customer to fix the problemWe left a message on 12/23/to schedule the service for 1/16/but did not get a response from the customerAt the other hand, if we receive a glass seal failure case, our standard procedure is to replace the Insulated glass units, since the glass seal failure do not involve defect on the vinyl frameWe understand that Mr [redacted] is frustrated but we are trying our best to resolve this issue but we are not getting any cooperation from him Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, this complaint was opened with Greenworld in March of The windows that do not have drains in them have had all the glass panels replaced multiple timesThis is the issue with the warranty and communication with this businessCurrently, the glass panel in the windows in question have bad seals in them and streaking on the inside of the windowsThis has been communicated to them for over months now and they cannot get their documentation correctFurther, they want to schedule a hour window to come and measure the glass that they need to replace and have replaced multiple timesThen, they want to schedule a hour appointment to come back and install the glass They are claiming that the standard procedure is to drill holes in the windows when the drains are not installedThe vinyl in the windows are thin and I have observed them "drill" a hole in one of my windows with a Philip Head bit installed into a power drillFor reference, I have owned the house and the windows for just over years as new from the builderThe Builder Wood Bridge is refusing to cooperate in this matter at allDuring the final inspection and walk through, I griped a window that had the seal broken before I even took possession of the house I now have windows that do not drain properly and hold water in the track on the inside of the houseThe proposed answer is to "drill" holes to fix the problemI have had the regional manager "***" out to the house in who admitted that the tooling process for cutting the drain into the window during the manufacturing process failed to occur He even advised me that the tooling used to create the window seals was below standard and they obtained new toolingHowever, I continue to have windows, new tooling and old tooling, that fail Final Consumer Response / [redacted] (4200, 16, 2016/01/25) */ [redacted] , Yes, Greenworld has contacted me but only to cancel the pre-scheduled meeting less than hours in advance with absolutely no reason other than "the meeting was taken off the managers schedule"They have called and left me a message that they scheduled an appointment on an obscure Wednesday between 9am-1pmWhen I called them back I explained, again, that I am no longer able to take time off work just to sit for a hour window that they might or might not show upI am typically off on Mondays and have made Saturdays available as wellThis would be about the 10th time that I have explained this, but they never seem to document anythingI reminded the representative that they are the ones who canceled with less than hours notice and should figure out how to schedule the manager to come back outIt was very odd, her next statement, "the field technician is coming out to replace the windows and if necessary order a new oneBut if he feels that he can fix it there, then he will." What is odd about this is the meeting that was canceled was with a manager and that was to strictly assess the windows and identify was the issues areNow, no longer does this warranty claim of over years warrant a manager, but merely a field technicianI have already advised them that drilling holes in windows is not an acceptable method to the issues that are happeningThey have tried that and I observed the technician with a Philips head screwdriver bit in a power drill, drilling holes in my windows even after I explicitly advises him not toThe amount of inconstancy and unwillingness to address the issue leads me to believe that Greenworld nor the home builder Woodbridge Pacific are showing no interest in actually upholding their warranty of the window [redacted] ***

Initial Business Response /* (1000, 10, 2016/01/04) */
The Service request from Mr*** was received back in October for the issue mentionedDuring the inspection, two of the windows in the house did not have drain holesOur standard procedure for this type of service is for us to drill
the drain holes manually without having to remove the windows from the drywall and risking to damage the existing drywallMr*** refused to drill the drain holes manually and our customer service representatives have been trying to schedule an appointment with the customer to fix the problemWe left a message on 12/23/to schedule the service for 1/16/but did not get a response from the customerAt the other hand, if we receive a glass seal failure case, our standard procedure is to replace the Insulated glass units, since the glass seal failure do not involve defect on the vinyl frameWe understand that Mr*** is frustrated but we are trying our best to resolve this issue but we are not getting any cooperation from him
Initial Consumer Rebuttal /* (3000, 12, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, this complaint was opened with Greenworld in March of The windows that do not have drains in them have had all the glass panels replaced multiple times This is the issue with the warranty and communication with this business Currently, the glass panel in the windows in question have bad seals in them and streaking on the inside of the windows This has been communicated to them for over months now and they cannot get their documentation correct Further, they want to schedule a hour window to come and measure the glass that they need to replace and have replaced multiple times Then, they want to schedule a hour appointment to come back and install the glass
They are claiming that the standard procedure is to drill holes in the windows when the drains are not installed The vinyl in the windows are thin and I have observed them "drill" a hole in one of my windows with a Philip Head bit installed into a power drill For reference, I have owned the house and the windows for just over years as new from the builder The Builder Wood Bridge is refusing to cooperate in this matter at all During the final inspection and walk through, I griped a window that had the seal broken before I even took possession of the house
I now have windows that do not drain properly and hold water in the track on the inside of the house The proposed answer is to "drill" holes to fix the problem I have had the regional manager "***" out to the house in who admitted that the tooling process for cutting the drain into the window during the manufacturing process failed to occur
He even advised me that the tooling used to create the window seals was below standard and they obtained new tooling However, I continue to have windows, new tooling and old tooling, that fail
Final Consumer Response /* (4200, 16, 2016/01/25) */
***,
Yes, Greenworld has contacted me but only to cancel the pre-scheduled meeting less than hours in advance with absolutely no reason other than "the meeting was taken off the managers schedule" They have called and left me a message that they scheduled an appointment on an obscure Wednesday between 9am-1pm When I called them back I explained, again, that I am no longer able to take time off work just to sit for a hour window that they might or might not show up I am typically off on Mondays and have made Saturdays available as well This would be about the 10th time that I have explained this, but they never seem to document anything I reminded the representative that they are the ones who canceled with less than hours notice and should figure out how to schedule the manager to come back out It was very odd, her next statement, "the field technician is coming out to replace the windows and if necessary order a new one But if he feels that he can fix it there, then he will." What is odd about this is the meeting that was canceled was with a manager and that was to strictly assess the windows and identify was the issues are Now, no longer does this warranty claim of over years warrant a manager, but merely a field technician I have already advised them that drilling holes in windows is not an acceptable method to the issues that are happening They have tried that and I observed the technician with a Philips head screwdriver bit in a power drill, drilling holes in my windows even after I explicitly advises him not to The amount of inconstancy and unwillingness to address the issue leads me to believe that Greenworld nor the home builder Woodbridge Pacific are showing no interest in actually upholding their warranty of the window
*** ***

Final Consumer Response /* (2000, 6, 2015/08/24) */
8/24/Worker did show up as scheduled and finally repaired all windows as requested

Miriam Carmona I am responding to this complaint in behalf of Green World Windows and Doors Corp We have attempted to resolve this issue by using a in-area service company to no availFirst we are a So California based company which had set up a "dealer" in the Las Vegas area to sell
products and do any warranty service work This particular company had sold this job to Tru Built Custom LLC, This company has since been closed Upon learning about said issues we contacted a service company in the Las Vegas area, upon which we had supplied this company with the products needed to repair the issues on May of 2017, we had assumed that the issue had been completed However appoxyear later it hasn't We have attempted to contact service company to follas to why it was not completed to no availNow we are starting back to square one We are presently scheduling our service techs to go to Henderson NV to service the issue that the home owner has presented and do a complete inspection. *** *** Sales Manager Green World Windows and Doors

Initial Business Response /* (1000, 5, 2016/08/05) */
WEDNESDAY August 3rd, our service tech changed out the glass for this dealers customer
Wed the window had not been installed in the opening( we are responsible for the installation of this unit)homeowner was not homeThe homeowner was
contacted by our tech and she gave us access to property and our tech changed out the glass and left we do not have a sign off but job is complete from our end
Thank you
*** ***
ATN Window & Door Corp

Initial Business Response /* (1000, 5, 2015/12/01) */
Regarding this issue: The original claim came in June 29, to replace defective low-e ig unitsWe were there on August 27, to replace the id glass the Tech submitted the work sheet and it was filed COMPLETE by accidentOnce the
homeowner contacted our Customer Service a new ticket was open) and the original paperwork was pulled and to check what was replacedIt was found that we did miss two ig unitsA new service ticket was issued on 11/and reschedule for 11/but on both dates we were short Service Techs,
We had to cancel and reschedule for 12/10/between - 5, and we just hired an additional Service Tech to help complete homeowners issues in a timely manner,
We stride to give our customers the best product and we value that we give 0.e best customer serviceQuality is our goal in product and the materials we use to make our windows and doors and in service
Should you have any additional questions please feel free to contact us
Regards,
*** ***
HR

Initial Business Response /* (1000, 5, 2016/08/05) */
WEDNESDAY August 3rd, our service tech changed out the glass for this dealers customer
Wed the window had not been installed in the opening( we are responsible for the installation of this unit)homeowner was not homeThe homeowner was
contacted by our tech and she gave us access to property and our tech changed out the glass and left we do not have a sign off but job is complete from our end
Thank you
*** ***
ATN Window & Door Corp

Initial Business Response /* (1000, 8, 2016/01/04) */
It is correct that the warranty package covered for the windows and doors of this project with the builder is for years for parts and year for laborSince this is a special case, we have settled to complete the service for the customer
This warranty service was completed on 12/28/
Initial Consumer Rebuttal /* (2000, 10, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2016/01/04) */
It is correct that the warranty package covered for the windows and doors of this project with the builder is for 10 years for parts and 1 year for labor. Since this is a special case, we have settled to complete the service for the customer....

This warranty service was completed on 12/28/2015.
Initial Consumer Rebuttal /* (2000, 10, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/12/01) */
Regarding this issue: The original claim came in June 29, 2015 to replace 14 defective low-e ig units. We were there on August 27, 2015 to replace the id glass the Tech submitted the work sheet and it was filed COMPLETE by accident. Once the...

homeowner contacted our Customer Service a new ticket was open) and the original paperwork was pulled and to check what was replaced. It was found that we did miss two ig units. A new service ticket was issued on 11/5 and reschedule for 11/23 but on both dates we were short Service Techs,
We had to cancel and reschedule for 12/10/2015 between 1 - 5, and we just hired an additional Service Tech to help complete homeowners issues in a timely manner,
We stride to give our customers the best product and we value that we give 0.e best customer service. Quality is our goal in product and the materials we use to make our windows and doors and in service.
Should you have any additional questions please feel free to contact us.
Regards,
[redacted]
HR

Final Consumer Response /* (2000, 6, 2015/08/24) */
8/24/15. Worker did show up as scheduled and finally repaired all windows as requested.

Initial Business Response /* (1000, 10, 2016/01/04) */
The Service request from Mr. [redacted] was received back in October 2015 for the issue mentioned. During the inspection, two of the windows in the house did not have drain holes. Our standard procedure for this type of service is for us to drill...

the drain holes manually without having to remove the windows from the drywall and risking to damage the existing drywall. Mr. [redacted] refused to drill the drain holes manually and our customer service representatives have been trying to schedule an appointment with the customer to fix the problem. We left a message on 12/23/2015 to schedule the service for 1/16/16 but did not get a response from the customer. At the other hand, if we receive a glass seal failure case, our standard procedure is to replace the Insulated glass units, since the glass seal failure do not involve defect on the vinyl frame. We understand that Mr. [redacted] is frustrated but we are trying our best to resolve this issue but we are not getting any cooperation from him.
Initial Consumer Rebuttal /* (3000, 12, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, this complaint was opened with Greenworld in March of 2014. The windows that do not have drains in them have had all the glass panels replaced multiple times. This is the issue with the warranty and communication with this business. Currently, the glass panel in the windows in question have bad seals in them and streaking on the inside of the windows. This has been communicated to them for over 2 months now and they cannot get their documentation correct. Further, they want to schedule a 4 hour window to come and measure the glass that they need to replace and have replaced multiple times. Then, they want to schedule a 4 hour appointment to come back and install the glass.
They are claiming that the standard procedure is to drill holes in the windows when the drains are not installed. The vinyl in the windows are thin and I have observed them "drill" a hole in one of my windows with a Philip Head bit installed into a power drill. For reference, I have owned the house and the windows for just over 3 years as new from the builder. The Builder Wood Bridge is refusing to cooperate in this matter at all. During the final inspection and walk through, I griped a window that had the seal broken before I even took possession of the house.
I now have 4 windows that do not drain properly and hold water in the track on the inside of the house. The proposed answer is to "drill" holes to fix the problem. I have had the regional manager "[redacted]" out to the house in 2014 who admitted that the tooling process for cutting the drain into the window during the manufacturing process failed to occur.
He even advised me that the tooling used to create the window seals was below standard and they obtained new tooling. However, I continue to have windows, new tooling and old tooling, that fail.
Final Consumer Response /* (4200, 16, 2016/01/25) */
[redacted],
Yes, Greenworld has contacted me but only to cancel the pre-scheduled meeting less than 24 hours in advance with absolutely no reason other than "the meeting was taken off the managers schedule". They have called and left me a message that they scheduled an appointment on an obscure Wednesday between 9am-1pm. When I called them back I explained, again, that I am no longer able to take time off work just to sit for a 4 hour window that they might or might not show up. I am typically off on Mondays and have made Saturdays available as well. This would be about the 10th time that I have explained this, but they never seem to document anything. I reminded the representative that they are the ones who canceled with less than 24 hours notice and should figure out how to schedule the manager to come back out. It was very odd, her next statement, "the field technician is coming out to replace the windows and if necessary order a new one. But if he feels that he can fix it there, then he will." What is odd about this is the meeting that was canceled was with a manager and that was to strictly assess the windows and identify was the issues are. Now, no longer does this warranty claim of over 2 years warrant a manager, but merely a field technician. I have already advised them that drilling holes in windows is not an acceptable method to the issues that are happening. They have tried that and I observed the technician with a Philips head screwdriver bit in a power drill, drilling holes in my windows even after I explicitly advises him not to. The amount of inconstancy and unwillingness to address the issue leads me to believe that Greenworld nor the home builder Woodbridge Pacific are showing no interest in actually upholding their warranty of the window.
[redacted]