LOMAX Custom Glass & Windows (Prior Owner)

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.

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

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

Complaint: [redacted]
I am rejecting this response because:Thank you for your response. Max since the beginning all I have asked was for you to install the correct windows. Yes you did come to my house on a holiday weekend (you keep saying that like you are some amazing person that did such a giant sacrifice) you only did that is because you blew me off on Friday and your installer had tried to put the windows in on Thursday and they were not the right size. At that point I had been trying to get in touch with you for about a month for other problems (the slider, a missing window, another window that wrong size and John's horrible attitude) but you would have John call me back. The same person that would continuously yell at me on the phone. You came over on a working day for yourself, after another window measure at another residence, so it being a holiday weekend really doesn't show any light. Per [redacted]'s work order Lomax ordered the items incorrectly (the front window that you and John continuously lied to me about) and are no longer an approved [redacted] dealer. Your company has been saying for weeks that you can get to correct items in and they have already been ordered. John even stated that the bedroom window was to be in last Monday, although it was a holiday. However, these items were never reordered since you can not get any [redacted] products, since you are no longer an approved dealer and you never told me that instead you tried to get me to order windows from a different company. You have been untruthful since the beginning and that is why I have had my lawyer involved. You tried to get my to buy different windows because your company messed up on the order and can not ever get the [redacted] windows in to match the couple that were already installed. I never agreed to retract my complaint and I had a witness there to your and my comments. I also have every email and text back and forth, I never once bullied your company, I have only requested that I get what was custom ordered and promised to be installed. Since you have 'washed you hands of me' I would like a refund for the items you did not preform and the items that are not correct. You voided my warranty when you cut down a window without my knowledge or permission. Mildgard sent it larger window with clear glass for my shower. I ordered factory [redacted] windows.  Also, from day 1 I stated that the back sliders were incorrect. They were not the custom door that I ordered and the front windows are not what was told to me on initial measure nor when you were at my home. I will only pay for the correct items that were installed. I am not paying for items that yourself even said were wrong and windows you told me to throw in the dumpster since they are trash. There is nothing in your contract that stated how the windows were to be installed which my lawyer has the copy of and the copy of measurements even shows that the windows are all different sizes which I got all the same size squares in which is incorrect and you saw that, so please stop stating that I am making this up.... these are things that just can't be made up. I paid $7,000.00 down and only have $2600 of correct products in my home. Please refund the remaining monies.
Regards,
Bobbi Pokora

Complaint: [redacted]
I am rejecting this response because:  As two senior who spent their working careers in truth, fact based occupations, we seem to have a better clarity in recalling chain of events to date.  In case Lomax does have a recall problem, I'm sure your attorney has told Lomax ALL PARTIES MUST COMPLY WITH THE TERMS OF THE CONTRACT.  At this point, we feel Lomax is in breach of contract for failure to provide like in kind replacement window.  Your attorney sent us a letter containing many erroneous statements.  We replied and hand-delivered this along with photos of our install job.  Two hours later we received a call from Lomax's GM asking to meet.  Met 2 1/2 weeks ago.  He was to go back and meet with owner and call us with terms to work out finishing job.  To date, no return call.  According to the terms of our contract, final payment is due upon completion of work.  Please have Lomax drop the threats of liens and collection notices.  READ THE CONTRACT.  No further payment is due until work is completed.  The only thing denied entrance to our home was wood trim that was clear coated in a non-protected environment.  It was rough to the touch because of dust under clear coat.  Places were missed, etc.  Lomax's GM came out, inspected trim and promised to have it redone by someone who knew how to refinish wood.  Lomax's owner refused to honor this.  Probable cost of this wood would be $600 to $800.  Like in kind replacement trim would be Anderson profile with a furniture finish.  This would match the rest of the wood in our home and also the trim that was removed.  We still have that trim if Lomax needs to refresh their memory.   The installer, hired by Lomax, stated he would not come back until all of the remaining materials were available.  You don't seem to have all of this.   Please validate by copies of Lomax  invoices that all materials are from [redacted].  Your "small amount" of remaining work and materials to be furnished are as follows:    Replacement like and kind trim for windows.  Replacement kitchen window for wrong window ordered.  Replacement sliding glass door for one delivered that is extremely difficult to open because of wrong size and overspray.  Also was stained with wrong color.  Jam extensions for 9 windows on two story wall.  Windows incorrectly ordered for 2x4 wall instead of 2x6 wall.  Large window over front door.  Five screens.  Numerous pieces of hardware that are missing and replacements for brackets delivered broken.    We do not consider this a small list.We have no problem with the installer coming back to finish our job.  He stated he would not come back until all of the materials were available.  You don't have all of the materials.  We welcome mitigation by the Revdex.com.  I believe the truth will come out at that point.  I hope they send out a representative to look at your "highest quaility work."  They will be able to see the quality of your work on all of the windows installed with very poor finish. Let me reiterate what was told Lomax's attorney.  According to the terms of Lomax's contract, remaining balance is due upon completion.  If Lomax obtains the balance of the materials, proof that they were obtained from [redacted], has the installer finish our job with the above requirements, we will have our mortgage company inspect the work.  They will release remaining funds, we will be happy, Lomax should be happy.  Again, Lomax needs to COMPLY WITH THE CONTRACT.
Regards,
[redacted]

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 to. She has done nothing but bully us since the time of the original sale. She,in fact, did agree to withdraw the complaint until the work was completed. Several days passed by and the complaint was not retracted. We questioned her as to why she has not retracted the complaint and that is when she said she would consult with her lawyer. We visited her home and went over everything with her during the holiday weekend. We 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 job. After reviewing the contract, it was clear that the glass wall system that was installed is exactly what is in the contract. She 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 her. Of course, she was once again upset because she couldn’t have her way outside of the original contract. This customer is being completely unreasonable and has been from the start. She has not trusted us to do our job from the beginning. Instead, she continually interferes, makes insults to our management and staff and continues to lie and make unreasonable demands before the job is even completed. If she thinks she knows more about how to install her windows and glass than we do, she should do the work herself. We 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 job. There is no pleasing this customer, and she obviously can't keep her word or honor the contract that she signed. We have already sunk enough money, time and energy into this project and continue to receive no cooperation. We advise her to hire another contractor. She 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 door. We 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 does. We won't be back.

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 Revdex.com. 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 Revdex.com. 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