Nex-Gen Home Exteriors

The request of our customer Mr. [redacted] to add an additional window in the upstairs bedroom required significant structural framing of the opening to be completed. This project is not the standard window replacement that we typically do when there is an existing opening in the wall. In this case...

the request was to cut out an opening in a blank wall which was in fact load bearing. I personally measured the project, took pictures and reviewed with a license framing contractor we use in these situations. I was in the process of reviewing with several licensed contractors to pull the permit necessary for this project after our main contact was no longer available to use. As Mr. [redacted] has experienced with us in the past project. We do take great pride in what we do and our goal is to deliver exceptional quality. The process necessary to ensure that this type of project can be completed properly with no damage or harm to the existing structure can be a time consuming process, especially when we are relying on other tradesman to look into permits and sign off's. After this not being completed after the typical 8-10 week lead time we sent them a check for the amount of there down payment by request of Mr. [redacted].  At this time we have not secured the proper permitting that is needed for this project and until that is secured we will not be able to accommodate his request of altering the framing the opening.

Complaint: [redacted]
I am rejecting this response because:I was told that an injury to one of the workers had caused a delay in the installation. There was no mention at that time of problems with structural concerns or trouble finding consultants. There had been two Nex-Gen Exterior employees who had seen the work to be done and had scheduled a time to do it. I assume that the very high price for the one-window job was because it was more time consuming and would involve more structural reinforcement due to its position.When the work had to be delayed due to an injury to employee Eric's back, I was offered to have my check returned, but the cancellation of the contract was never mentioned. The last time I spoke with Ted, he said that they might be able to get to the job when they became less busy and when Eric was back at work. He suggested that another company might be able to get to the job sooner, but also never mentioned that these other companies had 3-window minimums (which he apparently knew). I would like to have Nex-Gen Exteriors install the window as soon as possible for the previously agreed on price. 
Regards,
[redacted]

From what was previously responded regarding the termination of the contract to install 1-Window in the master bedroom. Significant structure alteration and permitting was necessary to complete this project safely and according to all building codes. We were not able to accommodate our customers request because our option to provide this was not available and resources to do so are very limited. The deposit has been returned to the customer and contract has been cancelled. The fact that this project consisted of only window has no reflection of Nex-Gen wanting to take on small projects as we do not have a 3 window minimum unlike most retailers. Our main concern is for proper structural/framing of this opening to be signed off by structural engineer.

Complaint: [redacted]
I am rejecting this response because: it has been 3 months beyond the estimated 8-10 weeks. When I last spoke with the business they told me that they would not be able to complete the project as they were too busy with large projects. They referred me to a different window installing company.I would like them to honor the contract and will be happy to leave a positive review with the Revdex.com if they complete the work in a satisfactory manor. 
Regards,
[redacted]