Gunton Corporation

Good Morning,We have a delivery set up for 3/We are delivering handles and grille out to the customer

Please forward further communication to [redacted] On 5/6/customer entered into an agreement with Gunton Corporation D/B/A Pella Window & Door Company to have doors furnished and installedHe then contacted sales and requested a change to the contract I have attached the following: 1) copy of original contract/initialed, signed & dated 5/6/- total price $ 2) copy of change order agreement - showing a change of height (no charge) and adding the purchase of an additional storm door and the labor to installan additional cost of $- bringing new contract total to $ 3) Gunton corpinvoice showing line item pricing see line $for install labor and line entry system storm door $= $ 4) copies of email communications from Mary S [redacted] to customer regarding outstanding balance that have gone unanswered copies of both contracts were left with the homeowner by sales on dates they were executed - all paperwork provided is standard contract paperwork We are asking for our final payment as agreed upon by Mr***We are willing to adjust off all finance charges upon final payment

We are presently trying to work with the customer to resolve his issues but he is being very difficult to work with

Service event #I ordered a sliding screen door replacement back in MayAs I could find no other manufacturer, Pella and Gunton were my only optionWhile I was aghast at the price (over $300.00) I had no choiceMy sales rep was a woman named AngelaPleasant and professional, Angela asked that I provide a serial number of the door to ensure the correct door was orderedI did so and the transaction was completedweeks later a white door arrived but it was the wrong hand(left vs right)I called Gunton spoke to a rep named GlennHe too was professional and pleasantHe identified the problem as a miss-ship from the factoryRight door was ordered wrong door was shippedNot the end of the worldNew and correct door would arrive within weeksweeks pass and I receive a box containing screens (approximately 36" by 36" ) that were clearly not marked for me (marked for RUFO contracting) and clearly incorrectI called Gunton again, and was told it was a seasonal driverMy door was found in the warehouse and would be delivered in a day or twoA few days later my door arrivedI opened it and it was a white door - but again the wrong hand, or the same incorrect doorI again called Gunton and spoke with Glenn again and we discovered that they had indeed ordered the wrong door (both times)They were ordering a screen door for a sliding french door and not a stationary one as I haveAs my serial number (verified by the tech who was here today) indicatedI asked for free installation and after a consultation was grantedI then of course had to wait three weeksI was told on the phone I would receive my door on August 18th at 9amI took off of work, around 9:I called gunton to inquire about the whereabouts of my tech and door and was told he would be there between and Tech arrived with my door at around 12:ishWe opened the door and it was finally the right hand , but now the wrong colorthey shipped a brown doorThe tech called and spoke to someone named NikkiShe stated that I would receive my door september 13thI really don't know what to say at this point I understand mistakes happenI doubt that anyone intentionally wishes to make this an unpleasant experience for me, but C'monI'm embarrassed for them

The issue is NOT resolved I still have a door that does not work correctly [redacted] sent me a check for $1,for the manufacturing defects to the door (that I still have) Gunton came to my home again on December 22, with yet another incorrectly sized door panel to fix the manufacturer's defect and to follow up on their last attempt when they had the wrong size panel - incorrect measurements on their partThey apparently did not put the order in correctly - again The field supervisor stated that Gunton will build a new door, the correct size and install it for me at no charge in April I asked for this in writing and I have not seen anything yet.I just want the door to be manufactured correctly and something to compensate me for all ym time off work and headaches Regards,***

[redacted] [redacted] I am rejecting this response because:I respect the respondents tenacity to stick with their long-distance diagnosis of the problem and I respect the respondents predictive powers that their service offered will provide no improvement That said, the respondent seems unaware of the detailed phone conversation I had with an experienced [redacted] representative that did respond to my complaint This person that called me took the time to listen and reason Once that took place the concern was properly handled [redacted]

dear [redacted] I have included the signed contract and a detailed scope of the project - please note that the current scope includes two items unrelated to this complaint - replacement of a front door and construction of a porch I do not expect these to be covered by Gunton [redacted] as they are unrelated to the complaint Thus total cost estimated for job is 53,(less door - and porch - 11000) so the adjusted amount would equal 39,in addiiton there are costs for permits and drawings and any repairs identified once the windows are removed ( $and hour plus materials) and is estimated by builder to be $but exact cost will not be known until project is underway It is also important to note that I am replacing existing stucco with vinyl siding as it cost less for me out of pocket than to replace the stucco, however this also results in an estimated 6% decrease in the resale value of my home The signed contracct is attached, please let me know if you need anything else regards ***

[redacted] I attempted to solve *** [redacted] 's issue even though it is a stucco issue not a window issueI offered to give her new windowsShe stormed outThere is nothing more I can do for her if she is unwilling to compromise Thanks

spoke with [redacted] - confirmed that he does indeed have [redacted] products and emailed him copy of executed contractAlso confirmed that we are scheduled to return to his home on 3/to replace a door panel

Complaint: [redacted] Dear [redacted] I am writing to formally reject the business response dated December regarding complaint ID [redacted] The issues surrounding my complaint are related to the improper installation of the [redacted] windows by Gunton Corporation and not related to a “stucco issue” as implied by Gunton I have documentation that the stucco exterior of my home was in good condition with no evidence of water penetration prior to the window installationI also have documentation which demonstrates that the window installation itself is faulty and has resulted in continued water penetration into my home since the installation of windows by Gunton I have worked diligently to communicate with Gunton [redacted] to resolve the issue of my improperly installed windows for the past four years Most recently I have had close communication with my installation manager Ryan Ryan in e-mail communications and during phone conversations assured me that Gunton will “take care of the problem” Ryan obtained multiple estimates from stonemasons regarding the replacement of the stucco on my home In order finalize the details regarding the resolution of the issues as agreed upon by Ryan and myself, I met with Ryan’s direct manager, Mr A***, on October 23, Mr A [redacted] refused to acknowledge any agreements or discussions between myself and Ryan, the installation manager, and later reluctantly offered to provide five windows but with no correction of the installation problems or replacement of the damaged stucco exteriorI declined this offer because it inadequately addresses the problems related to the improper installation of the windows I am requesting a refund of the original cost of the windows and installation ($6864) and payment of $40,so that I may hire an independent licensed contractor to complete all repairs Regards, Laura V [redacted]

We will not be doing anything further for the customer The order was placed based on the measurements he gave The sash was a custom order We already credited all we can

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: This is a horrible company , that does not make good on their mistakes. They made the mistake and are blaming me , so that they don't lose money on their screw up. This is unacceptable. Too bad they don't have a recorded phone call to turn back to Or if they do , maybe they deleted it.
Regards,
*** ***

To Whom it may concern:Gunton Corporation/ dba*** Windows and Doors was only contracted to supply the door to the ***'s. They chose to have their own contractor (*** ***) install the door. We did go out to verify the door sizing and it is sized correctly
for their opening. The ***'s issue is with their contractor not with *** as we do not have an install contract with them. They will need to go back to their own contractor to get this resolved. Thank you for your time and let me know if you need anything else from me.Sincerely,Bryan A***General ManagerGunton Corporation

I chose Pella door/window products for their wonderful reputation, since the investment was important ($ 11,000+) for three replacement items, including installationWhen, seven years after installation, a patio-door lock failed, my locksmith assured me that Pella would guarantee its workBut Pella's sub-contracted service team charges $for this workThis is not what I expect from a quality product, to last only seven years then be replaced at my own expenseIn future, I will not pay a premium for Pella - and I am building a house in Mt Pleasant, SC next yearI also find that contacting the management of Pella with this complaint is near-impossible, with management hidden from the publicEven when I phoned my original Berwyn sales office, the rep answering the phone was the only interface, and he was able only to give me the general number reserved for customersThe Revdex.com was thus my only source, and for that I am grateful

[To assist us in bringing this matter to a close, you must give us a reason why you are
rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:The dimensions were given over the phoneThe sales person told me what to measureThose were the dimensions I gave them, while on the phone with them.
Yet the company refuses to give my full refund The item was returned to them in new conditionUnused.
Regards,
*** ***

We ordered the part per the dimensions the customer provided to usWhen he reported the item was wrong we gave him back all but cost on the productWe've explained all of this to him but he remains unhappy

per change order and original contract attached, homeowner purchased a door and storm door furnished and installed by Gunton/Pella - we have provided homeowner with copies of the same documents on several occasionsAll products have been installed

[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.
I will provide information for full payment of ($879.73) to *** at the end of this month; March
Regards,
*** ***

[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,
*** ***

Customer has product. His warranty at that time period covered product for years and labor for years. If he would like someone out to address his window issues there is a charge. His complaint is interior condensation in his kitchen window. Condensation is a
condition of the environment that the window is in, not a window issue. We have agreed to order a sash and will even install as a one time good will gesture for this customer, even though we do not believe this will correct his issue. He will need to address the humidity in the room, if the issues truly is condensation. We are looking to do this free service work around the second week of December. Again, we do not believe this is a product issue but *** *** will not allow us to look at the unit as he does not want to pay a labor fee