New Windows For America of Colorado

Revdex.com February 18, [redacted] Dispute Resolution Specialist [redacted] RE: [redacted] [redacted] [redacted] ** ***I am in receipt of Complaint from [redacted] and have review [redacted] her file [redacted] purchas [redacted] new windows, that were install [redacted] October 21st and 22nd of 2014.The lower level front windows were an unequal sash double hung Windows came in 70% top sash/30% bottom sash Homeowner thought the bottom sash was too small and request [redacted] a 60% top sash/40% bottom sash These windows were chang [redacted] to a 60/window on November 19, 2014.Customer said she was happy and paid balance of her contract on November 26, Homeowner also request [redacted] full screens on these windows in lieu on the heavy duty ½ screens suppli** Full screens were order [redacted] then install [redacted] on December 5, 2014.Customer seem [redacted] happy We did not hear anything from [redacted] for over months Then in February [redacted] call [redacted] office and stat [redacted] window in upper back b**room felt drafty We sent over service manager ( [redacted] ) over to inspect window on February 5, [redacted] check [redacted] all caulking and it was in good condition [redacted] notic [redacted] that some weather pile look [redacted] a little flat and he could order some new weather pile and replace the weather pile that look [redacted] a little flat, and this should solve problem [redacted] ask [redacted] to look at the kitchen windows while he was there and see if the weather pile was flatten [redacted] on these windows as well [redacted] said he would order new weather pile and we should receive within weeks.He told [redacted] he would replace weather pile that seem [redacted] a little flat on all windows We receiv [redacted] new weather pile on February 16, 2016, but before we could contact [redacted] to sch**ule service, we receiv [redacted] this notice of a complaint with the Revdex.com (dat [redacted] 2-17-16).At the time of writing this response, we have not had a chance to replace weather pile to see if this would solve issue To address [redacted] ’s specific issues list [redacted] in complaint, I will sch**ule a time to meet with [redacted] and inspect all windows myself.The windows [redacted] purchas [redacted] from us are our American Classic/Easton Series and are a top of the line replacement window We have thousands of this window install [redacted] in the Denver Metro area and thousands of happy customers The project manager who measur [redacted] these windows for replacement has install [redacted] these windows for many years before becoming our measure specialist I have complete confidence in his abilities to correctly measure windows for replacement.Windows America has both a residential division and a multi-family/light commercial division It is true that we have many opportunities to save homeowners a considerable amount of money by ordering their windows with our volume orders for multi-family housing projects I am not aware of any complaints that [redacted] mentions in her complaintWe take complaints from customers very serious and strive to solve any issues in a timely manner However, if a customer complains to the Revdex.com after their windows have been install [redacted] for over months and has not made us aware or given us the opportunity to resolve their concerns, it makes it very difficult to maintain our A+ standing with the Revdex.com This A+ rating with the Revdex.com is very important to us and be assur [redacted] we will do everything possible to solve this issue.I look forward to meeting with [redacted] and resolving her complaint[redacted] Owner/New Windows for America

Revdex.com                                   February 18, 2016[redacted]Dispute Resolution...

Specialist[redacted]RE:     [redacted]
          [redacted]
          [redacted]I am in receipt of Complaint from [redacted] and
have review** her file.  [redacted]
purchas** 12 new windows, that were install** October 21st and 22nd of 2014.The 3 lower level front windows were an unequal sash
double hung.  Windows came in 70% top
sash/30% bottom sash.  Homeowner thought
the bottom sash was too small and request** a 60% top sash/40% bottom sash.  These windows were chang** to a 60/40 window
on November 19, 2014.Customer said she was happy and paid balance of her
contract on November 26, 2014.  Homeowner
also request** full screens on these windows in lieu on the heavy duty ½
screens suppli**.  Full screens were
order** then install** on December 5, 2014.Customer seem** happy.  We did not hear anything from [redacted] for
over 15 months.  Then in February 2016
[redacted] call** office and stat** window in upper back b**room felt drafty.  We sent over service manager ([redacted])
over to inspect window on February 5, 2016. 
** check** all caulking and it was in good condition.  ** notic** that some weather pile look** a
little flat and he could order some new weather pile and replace the weather pile
that look** a little flat, and this should solve problem.  [redacted] ask[redacted] to look at the 2 kitchen
windows while he was there and see if the weather pile was flatten** on these
windows as well.  ** said he would order
new weather pile and we should receive within 2 weeks.He told [redacted] he would replace weather pile that
seem** a little flat on all 3 windows. 
We receiv** new weather pile on February 16, 2016, but before we could
contact [redacted] to sch**ule service, we receiv** this notice of a complaint
with the Revdex.com (dat** 2-17-16).At the time of writing this response, we have not had
a chance to replace weather pile to see if this would solve issue.  To address [redacted]’s specific issues list**
in complaint, I will sch**ule a time to meet with [redacted] and inspect all
windows myself.The windows [redacted] purchas** from us are our
American Classic/Easton Series and are a top of the line replacement
window.  We have thousands of this window
install** in the Denver Metro area and thousands of happy customers.  The project manager who measur** these
windows for replacement has install** these windows for many years before
becoming our measure specialist.  I have
complete confidence in his abilities to correctly measure windows for
replacement.Windows America has both a residential division and a
multi-family/light commercial division. 
It is true that we have many opportunities to save homeowners a
considerable amount of money by ordering their windows with our volume orders
for multi-family housing projects.  I am
not aware of any complaints that [redacted] mentions in her complaint. We take complaints from customers very serious and
strive to solve any issues in a timely manner. 
However, if a customer complains to the Revdex.com after their windows have
been install** for over 15 months and has not made us aware or given us the
opportunity to resolve their concerns, it makes it very difficult to maintain
our A+ standing with the Revdex.com.   This A+
rating with the Revdex.com is very important to us and be assur**
we will do everything possible to solve this issue.I look forward to meeting with [redacted] and resolving
her complaint.[redacted]Owner/New Windows for America