Homefix of Gaithersburg, Inc

Review: I had Homefix install replacement windows for my home over 3 years ago. I purchased these windows not just on price (they weren't the cheapest) but primarily because they offered a lifetime warranty on any issues with the windows. About 2 yrs after installation I had a warranty claim where the window seal failed. Homefix replaced the upper half of the window. About a year later I had 3 window uppers fail (seals went). I put in a warranty claim in Feb 2013 to have these repaired. At the time, I was told I had to wait while Homefix was dealing with the manufacturer. After numerous months and calls in Sept I received a letter stating Homefix was no longer going to honor the warranty of my windows as the manufacturer went out of business. I have spent over $15,000 on home improvements with homefix (gutters, windows, sliding glass doors) and now wonder if any of the warranties I have are worth the paper there printed on. I have tried for the past month to contact Homefix to discuss this concern and repeatedly have been told the person is not available, will call me later, etc. I've provide work, home, mobile numbers to make it easy to contact me and I've received not response. As such, I've entered this complaintDesired Settlement: I have three window uppers (not the whole window) that need replacing.

Business

Response:

Hi [redacted],

Per our conversation this morning I wanted to update you on the following outstanding complaints with the Revdex.com.

[redacted]: we were out for service on 11/21/13; waiting on quote to complete the service

I will keep you updated .

Thanks,

Homefix of Gaithersburg, Inc.

401 Professional Drive, Suite 123

Gaithersburg, MD 20879

(W) ###-###-####

Review: In May, 2003, we contracted with Homefix of [redacted], Maryland to have thirteen regular windows and a bow window replaced in our house. The new windows came with a “Lifetime, no-nonsense manufactures warranty”, according to the Homefix documentation offered at the time.

On December 11, 2013, one pane of a one of these windows cracked. Upon retrieving my Homefix file, I called the company and was told that I needed to talk to an employee, [redacted], who would call on Monday. However, since she didn’t call, I called her. [redacted] was not sympathetic to my problem, said that I would have to pay for repairs and that she would send me a letter to explain. When the letter arrived, from the president of Homefix, [redacted], it stated that the [redacted], which manufactured the windows, went bankrupt, and the courts wiped out all warranty provisions as a part of the liquidation. Thus, we no longer had any manufacturer’s warranty coverage on our windows, and as a courtesy to us, they might be able to make repairs and would provide us with an estimate of the cost involved to do this.

I have looked carefully at the Homefix Corporation Lifetime Warranty document mentioned above, and it clearly states: “In addition (to the manufacturer’s warranty), Homefix Corporation stands behind everything we install with our own warranties which include….Lifetime glass breakage warranty that extends to cover breakage for any reason.” My understanding from this statement is that Homefix also warrantied the windows. Thus, I would expect them to stand behind this declaration. It is easy to make promises when seeking business, but a company must also make good on those promises! If not, it is false advertising, an insult to the customer who contracted in good faith, and very bad business.

It is appalling to me that Homefix is expecting me to pay for repairs for this window in spite of their “own warranties”. I feel that they must be held responsible to repair the window, and if they can’t repair it, to replace it.

To add insult to injury, the December 17th, 2013, letter from [redacted] which has been sent to us, has the name of “**. and [redacted]” and is labeled “Dear **. and [redacted]”. Neither name is mine!

Please advise me of any action you can take on my behalf. I sincerely appreciate your assistance.Desired Settlement: I feel that Homefix must be held responsible to repair the window, and if they can’t repair it, to replace it.

Business

Response:

Please note that with respect to the [redacted] window "Services" there have been two major obstacles that were completely out of our control and ultimately lead to the delay in being able to service the windows in a timely manner. Thankfully we have taken steps to correct these problems and we will not have to deal with them in the future.

The first challenge has been trying to work around such terrible weather this winter, with the weather being so bad we haven't received our trucks with the glass and the parts used for correcting the window needs. We are accustomed to receiving a truck once every week to ten days. This winter the trucks were arriving only one or two times a month.

In addition to our inability to receive the parts and accessories we need to perform the services, many of these types of projects are unable to be performed in conditions where moisture is present. Naturally snow, rain, condensation etc all are conditions that need to be absent before taking windows out of the home and performing service.

Finally in an effort to ensure us not having these problems in the future, we have put into place a more strict "Quality Control'' division and the glass that has come off the line over the last couple of months has needed to be remade as it wasn't meeting the standards set forth to prevent problems, put in place by the new quality control division.

We are working through this and look forward to a much more efficient service department as we iron out the "Kinks" and refine the procedures.

We are aware it has been frustrating but we are doing our best to correct the situation.

Thank You,

Review: Window Issue

10/15/2013 @9:35am - I call Home Fix office, spoke to the person who handles all call. I told her that my front 2 window in my daughter’s room have moisture plus one of the window doesn’t stay up. She ask me my name/address. When I gave it to her she said that [redacted] (manager) will call me if these are the same 2 window I had issue with last year. I said “Yes” then she began to tell me that that the manufacture company that my window are from is out of business, and that there service is about 6 week or so but she will have [redacted], who will be in at 1:00pm today will call me. She ask me what is the best phone number that [redacted] can get in touch with me and I gave her my C#

The same window gave me problems last year, I call HomeFix

They came out look at window and said that the leak is coming from my roof, I had a new roof put on in 2010, but I call my roofer (TITO) me came out and went up on roof he didn’t see anything but he did additional cocking for fee.

The same 2 window on bottom has been leaking onto the formal family room.

10/15/2013 @ 1:13 pm- I call to speak to [redacted], the person who answer phone said hello and hold, after couple of minutes the person who I left the message earlier this morning pick up phone, I said I would like to speak to [redacted], she said that he is in meeting and he will call me after his meeting which should be done in 15 minutes or so.

10/15/2013 @ 3:36 pm I call again to HomeFix, [redacted] answer phone, I ask if I can speak to [redacted] or owner, [redacted] said both of them are at work site, He said I could leave my name and phone number and he will gave it to owner tomorrow that 10/16/2013.

Business

Response:

Hi [redacted],

Per our conversation this morning I wanted to update you on the following outstanding complaints with the Revdex.com.

[redacted]: we were out for service on 11/22/13; waiting on quote to complete the service

I will keep you updated .

Thanks,

Homefix of Gaithersburg, Inc.

401 Professional Drive, Suite 123

Gaithersburg, MD 20879

(W) ###-###-####

Consumer

Response:

Morning [redacted],

Review: I have a leaking garden window in my kitchen.I have called home fix over 8 times.Sometimes they answer and take my complaint, sometimes they do not answerDesired Settlement: To fix the window.

Review: I signed a contract for homefix of gaithersburg to replace all my windows in my house. There was a total of 11 Windows. I was told this product came with a Tripple LIfetime Warranty and that If anything was to happen to the window, It would be replaced. During the last year and the half. I noticed that the seal in the windows became to give way and water and consentation start getting between the panes. I have tried over 10 times to contact Homefix of Gaithersburg and I always get the runaround. I have left message for several managers including [redacted] but no one ever gets back to me. Out of the 11 Windows 9 of them are defective as the seal is broken and water is between the glass of the windows.Desired Settlement: I would like the defective windows to be replaced as soon as possibl

Review: After cleaning my second floor bathroom window, the window does not close properly. This happened on Jan 20, 2014. I have been trying to get an answer for the past three days.

Also upper and lower sash have condensation in between glass. This is happening in three of them.

I bought Xtreme Windows with Triple Coverage Lifetime warranty in 2010.

This happened to another window weeks after the installation and in a couple of days someone came and replace the window.

I contacted (Jan 23, 2014) [redacted], Director of Marketing of Homefix, Gaithersburg. He was the person I worked with when I replaced the windows of my home, and he told me he no longer works there, and gave me a phone number for someone named [redacted], but nobody is answering that number. Every time I called Homefix main numbers in [redacted] they keep referring to the unresponsive Gaithersburg office telling that this office is a separate entity bought by another company in 2007. Their logo and information is all over my contract and warranty papers, and still appears as a Homefix branch in the web.Desired Settlement: Repair or replacement of the windows (3) with no cost to myself, as stipulated by the Warranty.

Review: Failure to honor LIFETIME ALL INCLUSIVE WINDOW WARRANTY PARTS AND LABOR ON DEFEICTIVE WINDOWS

I had all 26 windows replaced in my home in February 2007 by Homefix Corp. Over this summer, the upper haves of the double hung windows have begun to frost over. We installed Homefix's Xtream windows. The purchase date was 11/11/06 with a delivery and install of 5- 8weeks. the total purchase price of$19,000.00 paid by check in full. the sales rep was John *. P[redacted] VP of Marketing, [redacted] MD. Homefix Corp. claims that they are not affiliated with that branch, but the web site directs you to their home page. Home fix also said the manufacture is out of business but they still adversities the same product on their website. Homefix Corp. license number [redacted] and Rep License # [redacted]Desired Settlement: I want the defective windows replaced per the binding contract I currently have with Homefix Corp.

Review: My Husband and I purchased windows through Homfix in April 1998. When the windows were purchased they came with a life-time warranty. Until recently when I have needed repairs on the windows, although it would sometimes take a couple of tries to get the warrenty work done, I was eventually successful in getting the work done. In the Fall of 2013 I started trying to contact the company as I have 2 windows that are fogging on the inside and many of the locks need to be replaced. I tried calling many times and talked to multiple people - all of which told me I needed to talk to "[redacted]." After MANY calls and leaving MANY messages, [redacted] answered the phone - It is my understanding that she is the owner's wife. She informed me at that time (December 16, 2013) that the manufacturer of our windows had gone out of business and that the warranty was no longer valid. (I have since received a letter from [redacted] who is the owner of Homefix indicating this as well.) [redacted] did tell me though that I would be able to get the windows repaired/replaced, but that I would be charged for it. With the Holiday Season, I did not have time to do much with it. On January 27, 2014 there was a message on my home recorder from someone by the name of [redacted] with HomeFix wanting to set up a time to come out and look at the windows that needed to be repaired/replaced. His number was [redacted]. It took a couple of tries, but I did finally reach him and we set up a date to meet. That date was February 19, 2014 at 3:30. Someone from the company did come out on that day at 3:30 - measure the 2 windows and said that I should hear something within 2 weeks. I asked him at that time how much the windows were going to be since I was told that they were no longer covered under warranty and he indicated that there would be no charge - which I was very confused about. I have not heard anything about my windows or locks since. I have been trying to call [redacted] Smith's number and have left many messages. I since have tried to call the main office number and the phone just rings and rings.Desired Settlement: All I want is for the company to repair/replace the windows preferably under the Life-Time Warranty that came with the windows....and for future repairs or replacements to be made. The also need to learn about common curtosy and answer their business phone and return messages.

Review: We have a contract with a lifetime transferable warranty for replacement of windows and screens on those windows, as well as a 48 hour emergency service policy. In the past the company has honored their warranty with us, even though in 2012, they charged us $90.00 to come out and look at the problem (so-called 'new' policy). Since January of this year we have contacted the company multiple times to come and replace the sliding glass door that the seal has broken on, and we get condensation between the glass. At first they said they would send someone out to look at the problem, they never came, or called. Then they said that they could not find our contact and would have to research it before they could come out. I offered to send a copy, they declined. Then we were told that we had to speak to a Mr. Morse, who never was available, and never returned our calls.Desired Settlement: We would like them to honor their warranty by replacing the sliding glass doors, and one upper window in the kitchen. If they do not want to do this, we request 5,000 to have another company take care of the problem. If they do not respond to us, we will take them to court. I would like this resolved with out going to that extreme.

Review: Windows purchased with a lifetime transferrable warranty. Five of the windows have failed and are cloudy. An initial phone call in January 2013 was made and we were told that the company would replace the defective windows. After two months of calls, a man came out to measure the windows on 3/12/13. He said that it would take 2 weeks to get the windows. On 3/23, 3/24, and 3/25 we called the company and were told someone would get back to us. Our calls are not being returned. In January we told Homefix that our house was on the market and time was of the essence. Closing has been set and we need this resolved.Desired Settlement: We want the windows replaced either under the conditions of the original warranty, or to have new windows installed that match the existing windows. We want the business to get this done before our settlement on the house.

Business

Response:

[redacted]

Review: On February 28, 2014, I signed a contract with Home Fix Corporation to have my roof replaced and gave a deposit via my bank debit card in the amount of $2915. The contract stated that the work was to commence within 6-8 weeks so after six weeks of not hearing anything, I began calling to find out a status. After five calls that were not returned as I was told, I finally spoke with a representative on 04/14/2014 and informed that she had no record of my contract and that someone would get back to me. On 04/15/2014, I called the Home Fix office and there was no answer nor was there an answering machine. I drove to the physical office to find that it was empty.

I would like to know what recourse I have other than the State Attorney general Office, Revdex.com and online consumer complaint forums to get my deposit refunded. Home Fix has two offices in MD (besides the one in Gaithersburg that was vacated overnight) and one in VA.

Any assistance that can be offered would be greatly appreciated.

Review: In March 2006 we contracted with Homefix to install 8 double hung windows in our townhouse. We were sold on the premise that the windows were not only covered by a lifetime manufactures warranty but also on Homefix Corporation’s own in-house warranty. This was all conveyed verbally and in writing. For the next 6.5 years Homefix kept to their stated promises and conducted 3 or so repairs to the widows. Whenever we would call the company promptly forwarded our call to the service department, and usually within a few days a technician would be out to make the repairs.

This all changed in November of 2012 when we had a window seal failure. As was established as the norm, Homefix promptly answered our call and had a technician out to measure for a new window. We were told it would be 2 weeks or so to get the new part in. The 2 weeks went by, then a few more so we called to check on the status. To our surprise and were told that they were having an issue getting a new window ordered and when they could find a vendor it would cost us full retail ~$300 to replace. This is when we found out the window manufacturer ([redacted]) was no longer in business. I believe this even surprised Homefix, or they alluded to this story, but we were not satisfied with that response, and reminded them that their own in-house warranties stating there would be no cost incurred to us. Homefix wanted proof of such documentation and it was promptly provided. It certainly got their attention because their tone immediately changed from it was our problem now to we will take care of this and make it right. It took another 4 weeks but a new window was ordered and installed at no cost to us.

I had thought this matter was all worked out until another window seal failure was found 9 months later. We called Homefix on 30 September 2013. This time however we were not forwarded to the service department but to a receptionist that took our name down and said that the President of Homefix **. [redacted] would return our call. The next day we got in the mail a letter form Homefix stating that the manufacturer was out of business (which we already knew), there would be no further warranties on the installed windows and that Homefix had no obligations to fix the window(contrary to how Homefix handled the first window seal failure). Instead Homefix would provide a service to assist in getting window parts ect at a nominal cost. We waited until 17 October 2013 for [redacted]’s call before calling again and left another message for him to contact us to find a solution to the failed window seal. Then we waited more until 23 October 2013 when we called again and left our third message. Within a day thus call was returned with a company line on how the manufacturer was out of business and would take them out if they replaced all their past customers failed parts. To show goodwill we were ok with a nominal fee if it meant Homefix would keep servicing the windows and were told someone from service would call by the end of the week. We called 4 November 2013 for a status but only could leave a message with [redacted]. That day, the service department called and we got an appointment for 7 November. On that they were promised a new window in 2-3 weeks. We have heard no further correspondence since that day. We left a message on 21 February 2014 and are still waiting for a response.Desired Settlement: We are asking Homefix to communicate an applicable solution to get the failed sealed window replaced in accordance with their stated written dealer obligations. This includes a fair cost sharing, as stated by [redacted] himself in previous conversations, and an invoice indicating that the window meets similar energy performance characteristic of the window being replaced. We already know that Homefix has the vendors to get a replacement window. We just cannot understand why Homefix has chosen to be as difficult as possible, with what I can only assume, is a clear intent on waiting for us to give in on this matter. The truth is we will not back down. We feel we are not asking for an unreasonable solution and have worked professionally with Homefix on all correspondence, we need Homefix to honor their wording and work with us. It is obvious these windows are inferior in build quality as evidence by the sudden window seal failure rate in our townhouse. There will be at least 2 more that will need replaced in the next 6 months as they as showing the same signs as the other 2 windows.

Review: This company had installed a roof on my home. I have been contacting the company by phone for three months. I have called and left messages once a week requesting that someone come and check my roof at one spot because it doesn’t look like it was installed properly. My messages were never returned in a phone call, as I requested on the message. The last time I called, I did get a hold of someone who acted like he knew of my problem, and said that they were contacting someone to come out, but never got a response after that and no one came out to my house. This made me think they have been ignoring my calls. After the constant attempt to contact the company, I am contacting the Revdex.com to hopefully get the problem resolved and get a response from the company.Desired Settlement: First, I would like my requested service of someone from the company coming to check the one spot of my roof. Second, I would like the roof to be either fixed, or if there is not a problem, a letter stating that this will not cause me a problem in the future.

Finally, I would like Homefix to issue an apology to me and my family. This frustration has caused my husband and I great distress and frustration. This is not how a business should deal with customer service. We are regretting having Homefix install our roof.

Business

Response:

Mar 12 2014Please note that with respect to the [redacted] window Services, there have been two major obstacles that were completely out of our control and ultimately lead to the delay in being able to service the windows in a timely manner. Thankfully we have taken steps to correct these problems and we will not have to deal with them in the future.The first challenge has been trying to work around such terrible weather this winter, with the weather being so bad we havent received our trucks with the glass and the parts used for correcting the window needs. We are accustomed to receiving a truck once every week to ten days. This winter the trucks were arriving only one or two times a month.In addition to our inability to receive the parts and accessories we need to perform the services, many of these types of projects are unable to be performed in conditions where moisture is present. Naturally snow, rain, condensation etc all are conditions that need to be absent before taking windows out of the home and performing service.Finally in an effort to ensure us not having these problems in the future, we have put into place a more strict Quality Control division and the glass that has come off the line over the last couple of months has needed to be remade as it wasn't meeting the standards set forth to prevent problems, put in place by the new quality control division.We are working through this and look forward to a much more efficient service department as we iron out the "Kinks" and refine the procedures.We are aware it has been frustrating but we are doing our best to correct the situation.Thank You,Homefix Of Gaithersburg

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The response from Homefix of Gaithersburg HAS NOTHING TO DO WITH MY COMPLAINT!!!!! I had problems with the ROOF-- NOT WINDOWS!!!!I requested that the owner/president (whomever is in charge) give me a written, notarized statement that if the company of Homefix of Gaithersburg dissolves and is restarted/reincorporated as another company doing business under another name-that the new company will, in fact, honor my warranty with Homefix of Gaithersburg!

Regards,

Review: I have various issues with this company. First, when I recieved the quote for the windows, the sales associate was trying to hit on me. Plus he advised me that I would get the security door for free. I ended up being charged an additional 1000 for a security door. Second, the initial job that was done was not satisfactory. I was charged $9800 for new windows that are drafty. They are not set properly, they didnt use the correct products for my windows. I have contacted Home Fix of Gaithersburg on various occasions and also contacted the sale associate that sold me these windows. I have told them that I do not agree with the charges and that work that was done was not good at all. The sales associate stop taking my calls and when I call customer service, I am constantly told that the service team is out on a call and they will contact me when they are back in the office. I do not hear back. I spoke to the receptionist today (04/01/2014) and asked was there a supervisor or manager I can speak with and she advised me that only the service manager can handle this problem and the manager was not in the office 10 AM on a tuesday.Desired Settlement: I would like for the company to come out and fix the windows. The do not keep warm air in and cold air out as it was presented to me in the demostration that was given.

Review: In May of 2006, [redacted] and I contracted with Homefix to have a bay window installed. The windows were advertised as low e tempered glass. Within a year the glass panels began to fail--getting cloudy and often moisture inside. I have been calling Homefix since we first started having problems and they would always say that a tech would come out. Several phone conversations after, they said the company that provided the glass was out of business and all they could do was replace the panels at cost. Since this meant we would have to replace one shoddy product with another shoddy one, I said no. I have contacted [redacted] Windows who said that [redacted] was the replacement glass they would recommend. We called them and they measured the glass and are installing the new panels. The cost is a little over $500 per panel and there are 5 of them. The installer has had to cut the glass out and we discovered the glass is not tempered as we were told they would be. Also, he said they are definitely not low e.Desired Settlement: We want to be refunded the cost of the 5 new panels from [redacted]=$2,000.55

Business

Response:

Homefix of Gaithersburg indicated that they had changed suppliers that would prevent delays in addressing service issues, and would be making a monetary adjustment to **. [redacted] over the next ten days.

Review: We had windows installed by a different HomeFix office almost years ago and have been very pleased with themOne window needs the seal repaired, however, so I called the local HomeFix office, since the previous office is no longer in operation, to set up an appointment to have the repair done under the warrantyI have called and spoken to various people at least times in the last month and have had no return phone call from the service department(several days I called and got no answer at all, not even a voicemail) I have repeatedly gotten the response that the service department is backed up and "someone will contact you as soon as they can"One person who answered refused to give me the name of the owner of the company, after asking to speak to someone elseAfter reading other complaints, I have little hope of getting my window fixed by this companyObviously, "Customer Service" is not a priority for this company.Desired Settlement: I would like to speak to someone other than the "receptionist" who seems to know nothing about the rest of the company, and have my window repaired under the "Lifetime Warranty"

Review: Homefix installed new windows in our house in June 2008. The window seals are broken in more than half the windows, so water and mildew is between the panes. We called them in Nov. 2012 to have them fix the windows under their warranty. Despite numerous communications between us they have failed to honor their warranty.Desired Settlement: Full refund for material and labor.

Review: Had all windows in home replaced by homefix in October 2009. 10 windows. 4 have failed seals including big picture window. Repeated phone calls have yielded no results. Clearly , the homefix company has no intention of honoring the warranty. Also,we believe we didn't get the windows that we paid for and were demonstrated for us.Desired Settlement: We would like the glass replaced with the glass that we ordered. We spent 15k on very poor windows that are failing one at a time.

Review: Homefix of Gaithersburg replaced our roof in December of 2013. We were given a lifetime warranty for anything concerning the roof. About a month ago tiles started coming down, and I called at least 10 times to ask if someone could come out and look at my roof. When I have called they (the service department) have not arrived. This has been 12 noon to the line they did not come in today. No one has ever called back and I have been told they put notes on the service managers door. Now my rood is peeling tiles and this is April of 2014. All I want them to do is to honor their promise. No one in the service department ever seems to work. I was even given the reason because it was a cold day.Desired Settlement: I want them to replace the shingles that have fallen down. They should also check to see if any other tiles are loose. I want them to honor their warranty and promise.

Review: There is a sign on the door that says NO SOLICITING. The business left an unwanted solicitation for business and $500 off coupon. I called the business in question and got a very rude lady on the phone. She only asked for my name and never my number or any other way to get back a hold of me. She basically told me that they can do what they want and just throw away the paper. Why should I throw the paper away when it was not wanted to begin with?

Less than six hours later, a second piece of paper was left on the door. This time, I saw them going through the neighbourhood. I told them that there is a sign on the door saying NO SOLICITING. The guy said it only refers to those who go to the door wanting cash.

Their advert shows the Revdex.com logo on it. What type of business claims to be a part of the Revdex.com and cannot even respect wished not to have solicitations left on their door? What type of business hits the same neighborhood twice in an afternoon?

The guy never once apologized or offered to stop placing adverts in the door. In fact he continued on to say that he has a right to expand his business.Desired Settlement: Cease and desist any and all contact immediately.

Business

Response:

Company states the issue will be resolved within the next ten days.