LOMAX Custom Glass & Windows (Prior Owner)

The installers are friendly, punctual, and very professionalI also received great customer service from the office staffI will definitely be recomending this company to my friends for expert window and door replacement

LOMAX has a contract with this customer for six windowsCustomer claims that a verbal promise was made by an employee who no longer works here for two (not three) additional windowsWe were prepared to meet the customer 1/way and install the two additional windows at our cost, giving him the benefit of the doubtIn return customer agreed not to file a complaint with the Revdex.com, which he went ahead and did anyway.At this point, because we have a contract for six windows with the customer's signature, he will need to find someone else to finish his projectIf customer chooses arbitration, we have a contract and an order with his signature for six windows (not nine) and for the price he paid for them

We met with this customer over the holiday weekend and she has agreed to withdraw this complaint and wait until the job is completed before deciding on whether or not to file a complaint

This customer is being completely dishonest about what we agreed toShe has done nothing but bully us since the time of the original saleShe,in fact, did agree to withdraw the complaint until the work was completedSeveral days passed by and the complaint was not retractedWe questioned her as to why she has not retracted the complaint and that is when she said she would consult with her lawyerWe visited her home and went over everything with her during the holiday weekendWe agreed, at that time, to make things right and make her happy once we reviewed her contract and only after she retracted the complaint and let us do our jobAfter reviewing the contract, it was clear that the glass wall system that was installed is exactly what is in the contractShe was then told that if she wants a different glass wall system, she would have to sign a change order and the change order was sent to herOf course, she was once again upset because she couldn’t have her way outside of the original contractThis customer is being completely unreasonable and has been from the startShe has not trusted us to do our job from the beginningInstead, she continually interferes, makes insults to our management and staff and continues to lie and make unreasonable demands before the job is even completedIf she thinks she knows more about how to install her windows and glass than we do, she should do the work herselfWe will not be doing any more work at this customer's home and have made the decision to wash our hands and walk away from this jobThere is no pleasing this customer, and she obviously can't keep her word or honor the contract that she signedWe have already sunk enough money, time and energy into this project and continue to receive no cooperationWe advise her to hire another contractorShe got everything she ordered, including the door she now claims is the wrong size (Yet another news flash another dishonest claim)The only thing that was originally wrong with this job is a wrong sized window, an error the manufacturer, [redacted] made, and a back-ordered doorWe promised to make both of these errors right, and from that point on she has allowed the entire project to spin out of control.We wish her the best in finding someone else to finish her job and pity the person who doesWe won't be back

Revdex.com: I would like my complaint ID [redacted] , to be handled through an Arbitration hearing with Revdex.comRegards,

LOMAX regrets the customer's dissatisfaction with our servicesWe have attempted to negotiate the matter through our attorneyThe customer has no interest in negotiating and it comes down to them not wanting to make a fair deal and payTheir job and trim is of the highest quality and standardsIt''s just not what they want, but is exactly what we sold to themThey want LOMAX to change everything at their expense--making the job a complete loss and then someMost of what the customer claims is and/or blown out of proportionIf subcontractors/employees have made the remarks the customer is claiming, we are demanding their names, as we have had no such subs that would say such things--nor do we want them working for usThe customer owes us a large sum of money and the job is complete with the exception of some back-ordered windows and a punch listThe bottom line is this: We are not welcome back and they are not payingDue to all of this and more, LOMAX is requesting formal mitigation by the Revdex.com in this matter--After hearing our case, we would like you to decide who is right and what is fairA lien is pending on this property along with collection notices Sincerely,OwnersLOMAX Window and Door, LLC

Complaint: [redacted] I am rejecting this response because:I never agreed to withdraw my... complaint. Myself, along with my other half and the owner of Lomax met on Sunday to go over the issues with the windows. He tried to strong arm us into ordering 2 missing windows along with a slider from another company (therefore they would not match the windows that have been installed). We expressed that we wanted to stay with the same manufacturer to have all the windows matching throughout the house. He stated that he would not change out the back slider that was put in that was the wrong size without us paying the $2,000 difference in the door since they priced the custom door wrong and ordered a standard door. He then reevaluated the front panel windows (a series of 8) and apologized for the general managers mess up. He stated that he would have them fixed at no charge to us. He told us to throw the 8 panels of glass that were the wrong size into the dumpster, that day, Sunday. Also on Sunday he stated that he had our missing bathroom window in his workshop. He stated that he did not know why it was not at the residence and he would personally bring it to the house on Tuesday and have it installed when he would be back to remeasure the 8 panel front system. He stated that he had to laser measure them due to their abnormal shape. On Tuesday mid morning he was at the house without the window and without the laser measure to go over the outside trim with his installer and he went over how the front 8 panels were to be installed with the installer. He stated that he would be back around 3pm to measure the front windows. He stated that the bathroom window would be installed that day, it might not be until around 7pm, but he guaranteed that it would be installed that day. I heard that he was back at the residence when I was not there, I believe he measured the front panel windows but never installed the bathroom window. The bathroom window frame was installed the next morning (Wednesday) with a piece of single pane glass taped in it. It is not the glass that we had ordered therefore I called Max. At this point he was very confrontational. He told me to take my complaint down with the BBB. I explained to him that was not something I was going to do at this point. He then said he was doing everything in his power to make me happy and it is too much paperwork when he gets a complaint from the BBB. After he continued to push the issue I told him that I would consult my lawyer first. He then threatened that the job would not be completed until the complaint came down. Today, Thursday, Max emailed an invoice of a LARGE upcharge to correct and install the front panel of glass which is almost the original amount of the panel to begin with (therefore he is recharging me completely for all of the glass even though it was their mistake to begin with) otherwise he will install the wrong size windows that will not fit in the house at no additional charge (the same windows that he saw was wrong and told us to throw into the dumpster). Regards, Bobbi Pokora

LOMax has responded and we stand firm in our statements. We are not going to waste time and energy going into another lengthy response. Instead, we will simply restate that the customer is attempting to get his work done for free and it's obvious by his long and exasperating statements that he will go to great lengths to do so. Paragraph 7 of the contract the customer signed with us states the following: "Any and all disputes shall be resolved by binding arbitration through the American Arbitration Association located in Denver, Colorado and the arbitration shall be governed by the laws of the State of Colorado, with the prevailing party being awarded their costs and attorney fees from the opposing party." The customer has two choices at this point: 1) Pay the $1,260 that is owed for services rendered, at which point his sash will be released, or 2) Contact the American Arbitration Association. We rest our case.

If I could give them zero stars I wouldThey scheduled different install dates and never showed or called to say they weren't going to be able to keep their appointmentThey just didn't show upWe had to track down *** *** the general manager many times to find out why they weren't showing up and what the status of the install wasHe would tell us he would call us back with information by a certain date and time and literally never followed through - not onceWe were only given excuses, apologies and told what could only amount to liesWhen we couldn't get a resolution through him we attempted to email and call on more than one occasion the owner *** *** and she wouldn't contact us eitherThe lack of communication and follow through with this company was unprofessional and unacceptableAfter being given the option to continue to do business with them and eventually have a window installed, just buy the window from them or receive a refund of our deposit we decided to cut ties with Lomax Windows and our deposit was refundedBy that point they had already been given several opportunities to prove themselves as reputable professionals and each time had shown us they were not a trustworthy company to do business withI have no idea how they have been in business for years, but I strongly advise consumers not waste their time and money with this company and group of individuals

No money will be refundedThis customer received everything she paid for to cover the products and materials she has in her possessionHer claims are totally falseShe is unreasonable, dishonest, demanding and abusiveWe are already suffering a loss on this jobWe are not an approved dealer of ***'s anymore because we dumped themThey did not dump usThey have many internal problems and dealers are dropping them left and right for both mistakes and lack of loyalty to their dealers in an effort to cover their own rear endsRead the online reviews about them and you will see for yourself. The mistakes in manufacturing are on their end--not oursThis customer keeps talking about a lawyer but never seems to produce oneIf she wants a refund, she will have to fight for it and prove her case in the courtsWe will wait to hear from her attorneyLastly, we have hundreds of satisfied customers who are more than happy with our workIt's unfortunate that customers like this one are not only dishonest, but they scream the loudest

Complaint: ***
I am rejecting this response because:I never agreed to withdraw my complaintMyself,
along with my other half and the owner of Lomax met on Sunday to go over the issues with the windowsHe tried to strong arm us into ordering missing windows along with a slider from another company (therefore they would not match the windows that have been installed)We expressed that we wanted to stay with the same manufacturer to have all the windows matching throughout the houseHe stated that he would not change out the back slider that was put in that was the wrong size without us paying the $2,difference in the door since they priced the custom door wrong and ordered a standard doorHe then reevaluated the front panel windows (a series of 8) and apologized for the general managers mess upHe stated that he would have them fixed at no charge to usHe told us to throw the panels of glass that were the wrong size into the dumpster, that day, SundayAlso on Sunday he stated that he had our missing bathroom window in his workshopHe stated that he did not know why it was not at the residence and he would personally bring it to the house on Tuesday and have it installed when he would be back to remeasure the panel front systemHe stated that he had to laser measure them due to their abshapeOn Tuesday mid morning he was at the house without the window and without the laser measure to go over the outside trim with his installer and he went over how the front panels were to be installed with the installerHe stated that he would be back around 3pm to measure the front windowsHe stated that the bathroom window would be installed that day, it might not be until around 7pm, but he guaranteed that it would be installed that day. I heard that he was back at the residence when I was not there, I believe he measured the front panel windows but never installed the bathroom windowThe bathroom window frame was installed the next morning (Wednesday) with a piece of single pane glass taped in itIt is not the glass that we had ordered therefore I called MaxAt this point he was very confrontationalHe told me to take my complaint down with the Revdex.comI explained to him that was not something I was going to do at this pointHe then said he was doing everything in his power to make me happy and it is too much paperwork when he gets a complaint from the Revdex.com. After he continued to push the issue I told him that I would consult my lawyer firstHe then threatened that the job would not be completed until the complaint came downToday, Thursday, Max emailed an invoice of a LARGE upcharge to correct and install the front panel of glass which is almost the original amount of the panel to begin with (therefore he is recharging me completely for all of the glass even though it was their mistake to begin with) otherwise he will install the wrong size windows that will not fit in the house at no additional charge (the same windows that he saw was wrong and told us to throw into the dumpster).
Regards,
Bobbi Pokora

LOMAX was contracted to install windows in our apartment building in Cheyenne Wyoming The windows are great and the workmen were very clean and professional In fact my apartment was cleaner when they left than it was when they started The windows work great!!! I know this because it snowed on the night they completed putting in the new windows and my heater only came on once the entire night It usually runs continuously when it's cold Thank you LOMAX for a great improvement to my home!!!!

Purchased 20+ windows from themGreat product, installers were exceptional!
Service after the install has been non-existentI have left voice messages, emails, and spoke to several service representatives and nothing has happenedNo call backs, no email correspondence

Revdex.com:
I would like my complaint ID ***, to be handled through an Arbitration hearing with Revdex.comRegards,
*** ***
***

Customer’s Statement of the Problem:
We hired Lo*** to restore the wood windows that are original to our homeWe met with *** (salesmen) and *** in Octfor a bid and signed a contract at that timeThe project was to be completed by late Dec.-early JanUnfortunately, they cancelled the original pidate for our windows and the project did not start until late Nov
LO*** Response: LO*** did not cancel the original pick up date We were forced to reschedule due to weatherThen, we had to work around the customer’s scheduleThe initial sash removal date was on a Friday but unfortunately the customer called and wanted to reschedule for the following Wednesday We scheduled for a Wednesday but the customer called again and said that Wednesday was a “no go.” So we rescheduled two more times, at the customer’s request, delaying the initial start date of the job even further.
*** Response:
10/31/- We met with *** and *** at our home in Denver at which time we agreed to have our window project done by LO*** who said they would be in touch but plan on having them pick up our windows and getting started the week of 11/Per the contract, the agreed upon price for the entirety of the work was $4800.
11/8/- We received a voicemail that LO*** would like to pick up the windows the following Friday 11/15.
11/11/- I left a voicemail with LO*** that 11/was difficult for us due to work schedules, and notified them that we would only be able to meet very early in the morning or after 4:30PM
11/12/- I made a follphone call and discussed with *** from LO*** a date that would work bestShe said *** was out of town and they would get back to us after he returned from his trip
11/18/- I spoke with *** on the phone at which time we planned to have two people come pick up our windows on Thursday 11/
11/21/- After not hearing from LO***, I spoke with *** on the phone who apologized that his company had "misscheduled" and were planning to come pick up the windows the following dayI told *** that we had no way of meeting on the following day due to work schedulesTherefore we set a time for the following Monday, 11/25, three weeks after our contract being signedLO*** removed the windows from our home on 11/25/
There was never a meeting scheduled for a Wednesday, and no phone call was ever made that this was a “no go” as LO*** has falsely statedThere was not multiple rescheduling problems and cancellations on our behalfThere was only attempts to confirm a date that worked for both parties, the first of which was accidentally mis-scheduled by LO***.
In mid-Jan., Lo*** asked for a partial payment.
LO*** Response: Our contract stated we would collect 30% after the windows were stripped and ready for the next step in the restoration process LO*** sent many pictures, as promised The customer exhibited resistance in sending payment because they didn’t feel we had done enough work for them to send the 30% payment At this juncture we spoke with the customer, at length, about the progress on their sash, screens and the paint color He was invited to come to our facility at any time, including after hours or on a weekend The customer promised to send a check for 30%, pick his paint color, order the paint and have it shipped to us After several more very lengthy phone calls and going back and forth on the paint supplier’s website with the customer on the phone, he still hadn’t picked a paint color or sent a progress paymentApproximately another two weeks passed and we still had not received the paint or the payment, we just continued to receive more lengthy phone calls and promises to pay over the phone
*** Response: The contract does state that 30% payment was due at the time the windows were strippedIn reference to the pictures sent to us, we did receive some photos from LO***, all of which were taken with a mobile device and delivered via text message*** sent the first two photos on 1/3/14, and *** sent the remaining photos on on 1/6/These photos for the most part were of poor quality and blurry; however, it was still very evident in all the photos that there was still white paint on multiple areas of the sashesTherefore, since there was noticeable paint on the windows, we emailed *** on 1/3/in reference to the work that had been performed and that we noticed there was still stripping to be done*** replied on this same day saying that the paint remaining on the window sashes was yet to be sanded and would be covered by paint and primer, acknowledging that there was still paint on the window sashes that needed to be removedHe also asked for us to submit our 30% payment at that timeOn 1/6/we emailed *** back asking for some clearer pictures of the interior areas of the window sashes that would be stained, so we could assess if the paint had been removed to a stainable quality as agreed upon initiallyThis email also asked for a description of what work had been done up to this point as it appeared to us that they had merely removed the glass and had incompletely removed paint from the windowsWe simply wanted to know the progress of the job prior to submitting paymentThis clarification was never provided to usOn 1/7/14, *** and I spoke on the telephone about the situationHis purpose from the beginning of the conversation was clearly to strong-arm us to submit payment rather than attempting to provide the clarification we had asked forThis phone call was the last communication on the telephone that has occurred to dateLater in the evening on 1/7/14, we responded to *** and *** via email further describing our intentions merely to get clarification and we were absolutely planning to payWe said we appreciated the work that had been done and were prepared to send a check immediately for a lesser amount, but we would like to see the paint removed completely before paying the requested amount as this was what our contract statedThe next communication that occurred was on 1/15/when *** emailed us justifying his reasoning and cancelling our contract effective immediately.
In reference to the paint color, we initially asked for paint samples from LO*** on 11/25/13, the day that they were to pick up the windowsWe were told they did not have samples but we would need to contact a company in New York to retrieve samplesAfter contacting the company in New York, they were able to send samples to usNo “lengthy” phone calls occurred between anyone from LO*** and myself, with my longest phone call with *** during this entire process was minutes on 1/3/Overall, the process of getting paint samples was another reason there was a delay in choosing a colorWe had expected that a full service company would be able to provide some sort of color choice for the paint they would be using on the projectThere was never a back and forth phone discussion on the paint suppliers website.
Overall, LO*** has described our communication very poorlyThere were not an excessive amount of lengthy phone conversations in regards to our job progress and/or paint selectionAfter reviewing all phone records, the total amount of time spent on the phone with *** was minutes and the total amount of time on the phone with *** was minutesThese phone calls occurred between the dates of 11/25/and 1/7/Of note, over 50% of the time spent on these phone calls occurred between the dates of 11/21-11/26, which was prior to and around the date that our windows were initially removed by LO***Based on this information, it is very evident that LO*** is exaggerating the phone call descriptions in the above statementPlease see the phone records for all phone calls that have taken place between myself and *** since the project began, the longest of which was minutes on the day they picked up our sashes
*** *** *** ** *** ** *** * ***
*** *** *** *** ** *** ** ***
*** *** *** ** *** ** *** * ***
*** *** *** ** *** ** *** * ***
*** *** *** ** *** ** *** * ***
*** *** *** *** ** *** ** ***
*** *** *** ** *** ** *** * ***
We asked for pictures and a description of the work completed and we would send a check in the mail.
LO*** Response: LO*** sent the pictures and description as promised, but the customer did not send a payment.
*** Response: Please reference the previous response for our opinion on the quality and timeliness of the photographs that were suppliedOnly photos were supplied up until 1/3/14, at which time it was noticeable that there was still paint to be removed from the window sashes.
We live in Denver and expressed concern about the pay-as-ypayment plan since we would not be able to assess the work in person*** and *** assured us they would send as many pictures as we needed and *** said he would drive the windows to Denver if needed
LO*** Response: We made good on our promise to send many pictures but never promised to ferry sash back and forth from Fort Collins to Denver for a simple visual approvalWe use this practice with other customers and photographs have always proven to be sufficientIf not, LO*** has and will schedule appointments so customers can visit our facility and check progressThey are also free to stop in anytime without notice to view progress on their windows This customer has never scheduled a single appointment and has made no effort to come in to review the work on their project.
*** Response: The photos were taken using a cellular phone camera and delivered via text messageGiven our distance from the shop and busy work schedules, it was very difficult for us to determine a time to visit the shop to review the processWe were relying heavily on adequate pictures and this was not deliveredOn 10/31/13, we made this concern very clear and at that time *** did state that if necessary he would bring the window sashes to us for review when the first portion of work was complete and payment was due
One-week later we received an email stating our contract was cancelled and demanding payment for one third of the project total before releasing our windows back to us
LO*** Response: After many lengthy phone calls and emails over the course of at least two weeks, and the continued resistance on behalf of the customer to send payment on the work LO*** had completed, LO*** determined that it was no longer in our best interest to continue with the project until payment was made or new payment terms could be arranged The customer was not interested in new payment terms.
*** Response: Again, this communication is misrepresentedI would encourage LO*** to review phone and email records for accurate informationI spoke with *** for a total of minutes on 1/3/and *** for a total of minutes on 1/7/Aside from the email cancelling our contract on 1/15/14, the only other email before this received from *** was on 1/3/when he agreed that paint still was present on the sashes and also requested 30% paymentNo email communication from *** occurred over the span of this entire processHowever, we wrote emails to *** on 1/and 1/explaining our reasoning and again ensuring that we were planning to pay LO*** after having a few things clarified.
On 1/13/I text messaged *** for follsince we had not heard anything back for a weekI asked to clarify what was going on with our project and provided a time to talk over the phone or said that email was ok as well*** responded to this text message that he was out of town and that he would return the following day and review the project with his painter.
On 1/15/we received the email that they were cancelling our contract.
On 1/16/we responded via email apologizing if we had given the wrong impression as well as reiterating our intentions and attempting to come to an amount due that we could agree upon to continue the job as planned.
On 1/21/I again reached out to *** via text message since we had not heard back from themI asked again to set up a time to discuss the project and again attempted to communicate our intent to work out a resolution to get the project moving forwardHe replied that his company had a meeting tomorrow and our job was on the agendaHe said he would contact me on 1/22/after our job was discussed.
On 1/24/I texted *** since we did not receive any email or phone call as promisedHe said he was going to send a detailed email later and that his computer went “on the fritz” and he was working on getting a new one set upI responded to the text asking when we could plan to hear back and did not get any further replies
On 1/27/we received an email from *** *** (forwarding a response by ***) providing conditions they would require to complete our jobThe new payment proposal was for us to pay them $(81% of total contract amount) for them to consider continuing the projectThey gave us the other option of coming to pick up our intact and broken sashes if we paid them $
To the best of our knowledge and records, this is the extent of the “many lengthy phone calls and emails” that LO*** is referring toWe had been the individuals who repeatedly were in contact with LO*** to try and resolve the projectDuring this time, the communication was very poor from LO***All communications are available simply by reviewing emails and phone records, and these accounts do not fall in line whatsoever with the above statement from LO***
We have sent numerous emails trying to resolve this situation stating we are willing to pay for the work done and are only requesting the pictures and description of work as promised
LOMax Response: It appears that the customer is attempting to state that pictures were never sent; however, detailed pictures were sent to the customer more than once along with the completed work description and payment request I will add that there were several promises made by the customer to make payment and no payment has been received.
*** Response: We acknowledge that pictures have been sent to us that were taken with a cell phoneOur request was for improved clarity of the photos along with having a discussion about the steps complete and those that were yet to be performed with our restoration project.
LOMax has been unreasonable in resolving this situation and stated they would only continue working on our windows if we pay 80% of the total payment
LOMax Response: LOMax has been very reasonable in attempting to resolve this issue with the customer and has bent over backwards in attempting to resolve this in a fair and reasonable manner, only to receive many lengthy emails, exasperating phone calls and promises to pay For good reason, LO*** has completely lost faith in this customer LO*** was more than willing to release the sash in question with only payment for the work we have completedAt this point, however, LO*** believed that no matter what we did, this customer would not payAs a safeguard, LO*** offered to continue with and complete the job but to alter the contract so that 80% payment would be made before we arrived at the jobsite for final installation
*** Response: Please see above response(s) referencing all the communication that has taken place around the time our project began to go off courseBending over backwards, lengthy emails and exasperating phone calls are all exaggerations of what has truly gone on in this exchangeLO*** claims they have good reason to have lost faith in us, a statement that we do not understand given our intentions in this matterAsking for 80% payment without any further clarification of the work or any more detailed photos was not something that we agreed with.
We felt this was uncustomary and are not comfortable paying that much upfront given the circumstances
LOMax Response: LOMax agrees that this request is uncustomary, but the behavior of this customer is uncustomary and has caused LOMax to lose faith in their promise to payWe have already lost a significant amount of money and time and have decided to use wisdom in this situation in order to not lose any more moneyRequesting 80% at least covers the parts, material and labor costsKeep in mind, that we have invested a significant amount of man hours in this project already and have yet to receive any form of payment
*** Response: Again we do not understand the loss of faith in our intent to pay LOMax for the entirety of this jobIn our opinion, no communication occurred that should have given this impressionWhile we are not arguing against the fact that some work has been done on our project, we cannot help that LOMax provided us a bid of $to perform the job and were not able to live up to this agreementWe even agreed to an additional $per window from a previous LOMax bid from July of in order to have the paint stripped from our windows as we know how this work can be time consuming and tediousIn our opinion, this contract was driven almost entirely by sales rather than feasibility of being able to complete the project for this amount.
LOMax also informed us that one of our windows "fell apart" and they did not "keep" any of our original glass
LOMax Response: This is true These windows are made of wood and are about years old They have been repaired, rotted, painted, stripped, stained, painted, stripped, repaired and painted again and again over the past YEARSAll of the past repairs and rotten wood is often hidden under many coats of paint and putty and during the restoration process these old repairs are revealed and sometimes, as is the case with this particular sash, the sash parts are completely rotten and just held together by the putty and top coats of paint We did offer to repair this sash with vintage parts at a reasonable extra cost
*** Response: We entrusted that LOMax specialized in vintage window restoration and would be able to handle this type of projectNo one knows the true history of these windows, but what is clear is that of the windows were worked on without any problems staying intactEither way, we expected LOMax to be able to handle the unforeseen instances that may occur given this is their specialtyWe also expected that they would be able to do so while staying within the confines of our contracted price
As far as keeping the original glass, the customer opted to have insulated glass units with hard coat low-e glass installed instead of keeping the original glass so LOMax did not salvage the original glass At the time he opted for insulated replacement units he was informed that the old glass would NOT be saved At his direction we proceeded with altering the sash to accept insulated glass units installed with wood stops.
*** Response: It is true that we had opted to have insulated glass placed in our windows for improved efficiency, a choice that was encouraged by ***There was NEVER any time when we were notified that the glass would not be savedThere was no discussion either way regarding their intentions with the vintage glass that was in the windows when they were removed from our homeWhat it comes down to is that the glass that was removed from these windows is worth $25/sf and will cost that to replace This amount equates to approximately $worth of vintage glass that is now unavailable according to LOMax Given their work in the glass industry, it should be expected that LOMax would know the worth of this glass and would not simply throw it away.
In Octwe told *** and *** how important the original glass was to us since it is valuable and many historic home owners want the original glassThe cost of rebuilding the window and replacing the glass is greater than the payment they are requestingWe feel it was extremely unfair to abruptly cancel the contract but at this point we just want our windows back
LOMax Response: This contract certainly was NOT cancelled abruptly and there were many lengthy, (and I stress LENGTHY) phone calls and emails exchanged long before LOMax even considered cancelling this job Furthermore, the cost of rebuilding the sash is definitely not more than the payment LOMax requests and this customer knew up front that when he changed his mind and decided to go with insulated glass units that the old glass would not be salvaged
*** Response: Again I would advise LOMax to review phone and email records, as this statement is far from accurateThe cost of replacement glass ($1200) as well as having another individual repair the sash ($per their bid) is more than the amount LOMax is asking us to pay simply to get our windows back from themAgain there was no discussion pertaining to the fate of the vintage glass in our original windowsWe were definitely not expecting to have this contract cancelled by LO*** and were very surprised by their decision
LOMax is refusing to release our windows until we pay them.
LOMax Response: That is correct The people that performed the work on this project don’t work for free and they are highly skilled craftsmen with years of experience and education This customer apparently thinks that they can order work done and then change their mind when it comes time to pay for that work and then demand the return of the restored items without compensating the people who did the work LOMax has simply requested payment for the work performed Not a single penny has been sent to LOMax through this entire process, even though this customer has made a contractual promise, and several verbal promises to pay We have performed and done exactly what we promised to do LOMax has many man hours invested in this project and this investment has been 100% on our shoulders We still have the sash We will not release them until we are paid for our work and we will repair the rotted sash for a reasonable price
*** Response: We resent the fact that LOMax perceives us as thieves or scam artistsOn multiple accounts we said we were going to pay for our projectWe understand LOMax is requesting payment for the work that has been done, and we are more than happy to provide some paymentHowever, we are also taking into account the cost that we will have to replace the glass from these windowsWe are also skeptical as to how LOMax says they did not salvage thousands of dollars of glassIn our opinion, without the return of our glass,LOMax has gained a significant amount of money from us through the retention of our glass.
In regards to them keeping our sash, this is actually against the lawWe have asked to set up a time to pick up our window sashes and plan to do so in the near futureLOMax has failed to provide any dates or times that we can come get our property
We have now been without windows in our home for months
LOMax Response: This is not true When we removed the sash we made sure that storm windows were installed So, even though the customer is trying to make it sound like they’ve been living in this house for four months without windows, that is simply not the case This job would have went to the letter of the contract if the customer had lived up to his end of the bargain All LOMax is requesting is to be paid for services renderedIt’s that simple.
*** Response: Yes we have not had open holes in place of the windows that were removed, but we are saying that we have now been without our window sashes for months and it is inhibiting our ability to complete this projectIn addition, the storm windows do not provide any protection from cold and there were multiple instances this winter when frost was actually on the inside of themWe feel that we have lived up to every end of the agreement at this point, but LO*** has failed to provide us with customer service.
In conclusion, the bulk of this restoration project has been completed All of the extremely difficult tasks have been performed So, in reality Upwards of 70% of this project is actually completedAll that is left on this project are the relatively simple tasks of installing the insulated glass units and paintingIt is our belief that this customer recognizes this and has attempted to get all the hard work done that requires great skill and expertise at LOMax s expense
*** Response: Given that we were never provided any information as to what has been done for this project and what was yet to be complete, we would have no way of knowing how much work has been doneFor some reason LO*** sees us as crooks looking for free laborThis is a direct insult to us and is not appreciated whatsoeverWe had no idea about how much of the project was done because it was never communicated to usEven after multiple attempts to find a time to have this discussion
LOMax has a string of email communications between our company and the customer which will back up our claims and serve as evidence that much of what the customer is claiming is misrepresented and untrue.
*** Response: We have the same email communications, along with phone records, none of which support the majority of your claims within this textThat being said, my statements made in this response are backed by email and phone records that are readily available
In conclusion, at this point we really just want to get our windows back so we can proceed in getting them put back into placeWe will have to replace the vintage glass that LOMax is not returning, as well as have the sash rebuilt that is currently in piecesWe do not wish to have LOMax complete any additional work on this projectLOMax is still refusing to return our property unless we pay them $1260, which again is not lawfulWe would like to bring this dispute to a resolution by picking up our windows, assessing the work and/or damages that have been done, and coming to a fair and just amount owedWe would like for LOMax to recognize the additional costs that we will incur due to their refusal to return our glass and cancelling the contract

We have had nothing but frustration with the company and, as others mentioned, a complete lack of communication and honesty. We kept being promised installers would show up and when the date came, no call and no show. Found out that the most recent installers were hired from Craig's List and everything we had been told about 'crews' was false. Would definitely not recommend this company.

LOMax has responded and we stand firm in our statements. We are not going to waste time and energy going into another lengthy response. Instead, we will simply restate that the customer is attempting to get his work done for free and it's obvious by his long and exasperating statements that he will go to great lengths to do so. 
Paragraph 7 of the contract the customer signed with us states the following:
"Any and all disputes shall be resolved by binding arbitration through the American Arbitration Association located in Denver, Colorado and the arbitration shall be governed by the laws of the State of Colorado, with the prevailing party being awarded their costs and attorney fees from the opposing party."
The customer has two choices at this point: 1) Pay the $1,260 that is owed for services rendered, at which point his sash will be released, or 2) Contact the American Arbitration Association. 
We rest our case.

These guys are great!!! Without a doubt the best home improvement experience we've ever had. A little more expensive than their competitors. But. You get what you pay for. We definitely got our moneys worth. We love the windows!!! Thank you LOMAX. You're the best!

LOMAX regrets the customer's dissatisfaction with our services. We have attempted to negotiate the matter through our attorney. The customer has no interest in negotiating and it comes down to them not wanting to make a fair deal and pay. Their job and trim is of the highest quality and...

standards. It''s just not what they want, but is exactly what we sold to them. They want LOMAX to change everything at their expense--making the job a complete loss and then some. Most of what the customer claims is false and/or blown out of proportion. If subcontractors/employees have made the remarks the customer is claiming, we are demanding their names, as we have had no such subs that would say such things--nor do we want them working for us. The customer owes us a large sum of money and the job is complete with the exception of some back-ordered windows and a punch list. The bottom line is this:  We are not welcome back and they are not paying. Due to all of this and more, LOMAX is requesting formal mitigation by the Revdex.com in this matter--After hearing our case, we would like you to decide who is right and what is fair. A lien is pending on this property along with collection notices.   Sincerely,OwnersLOMAX Window and Door, LLC

LOMAX has a contract with this customer for six windows. Customer claims that a verbal promise was made by an employee who no longer works here for two (not three) additional windows. We were prepared to meet the customer 1/2 way and install the two additional windows at our cost, giving him the...

benefit of the doubt. In return customer agreed not to file a complaint with the Revdex.com, which he went ahead and did anyway.At this point, because we have a contract for six windows with the customer's signature, he will need to find someone else to finish his project. If customer chooses arbitration, we have a contract and an order with his signature for six windows (not nine) and for the price he paid for them.