Next Door & Window

We installed the patio door on February by our year employee and Ms [redacted] approved and paid the balance She signed our completion ticket and gave us a rating on a 1-scale for Overall Satisfaction, Craftsmanship, and Likely to Recommend She also paid the balance of $ As the customer noted, she watched our installer for hours and noted nothing about any grain/stain issues We noted on the completion ticket that one of the levers needed to be replaced We ordered the lever handle immediately Ms [redacted] called the next day saying the stain was blotchy, and we sent our painter out that same day to inspect and offer a solution The interior of the doors are pine wood and Ms [redacted] did not like the variation in the grain We offered to tone the door with stain to even out the natural graining of the wood, but the customer would not accept this as a solution We also returned twice to replace the handle and make adjustments to the screen doors as requested over the next few weeksIn April Ms [redacted] called myself, Justin [redacted] to discuss the grain variation issue We agreed to change the door panels and scheduled an appointment with the Marvin Representative to go the visit with Ms***, inspect the grain variation, and order the new panels The night prior to our appointment, Ms [redacted] called to cancel our appointment and stated that she did not want us to change the panels We agreed to give her a full refund even though the door was custom and already installed We asked her how much time she would need before we could come and take our doors out and give her the refund of the $deposit We both agreed to give her until June 27th, which was over weeks We emailed her in writing this agreement On June 6th, I called Ms [redacted] to ask if we were on schedule for the end of the month per our agreement and she said she did not know and would have to call me back On June 15, Ms [redacted] informed me that she had no idea when her new door would be installed At this point, we explained that this was not the agreement that we had and that now she has our new door and still owes us $ On June 27th we sent her a legal agreement stating that we would come and take our door back and give her a refund of her deposit upon fair notice and execution of the agreement She said she will not sign any agreement and that she was going to sell our door to another party From the first day we sent out a first class installer, installed the exact door that Ms [redacted] ordered, sent out service techs on at least occasions to address concerns, agreed to replace the panels, then ultimately agreed to give her a full refund on a custom product that could not be resold by our company On both of our attempts of replacing the panels and giving an agreed upon time frame for a full refund, Ms [redacted] showed little interest in bringing this to a fair and reasonable close Ms [redacted] has our agreement with the terms required for our company to come and pick up our door in new condition and provide for the refund of the initial deposit of $ We hope that you will consider our record over the past years and feel that we have gone beyond what is fair and reasonable to rectify the situation Sincerely, Justin [redacted] - Owner

Mrs [redacted] had contacted Next Door & Window in October for a consultation on new windows and doors for her home We sent a sales consultant out to the house and met with Mrs [redacted] three times at which point she signed a contract for new windows and doors on November 11, We processed our standard down payment and proceeded to order the custom windows and doors from our manufacturer The custom products have since arrived in our warehouse and are ready for installation When Mr [redacted] called our office he asked that we cancel the order and return his deposit Considering that the contract was solely in MrsLiu's name, it was prudent for us to call Mrs [redacted] to ask her if she wanted to proceed with the contract She explained to us that she absolutely wanted to move forward with the contract she had signed, and in no way wanted to cancel the order We had never spoken with our dealt with Mr [redacted] throughout the entire process until he called us in mid January after all products were already in route to our company Mrs [redacted] is insistent that we execute the contract that she had signed with our company We certainly will do everything reasonably possible to bring this situation to a close Unfortunately, we cannot return the custom products that were ordered and paid for from the manufacturer We want to ensure we take care of our customer with a proper resolution Please let us know what more we can do Respectfully, [redacted] - Owner

Complaint: [redacted] I am rejecting this response because:Your twisting of words to make yourself look good is hysterical! Your words here are so flowery. Why don't you talk just like you talked to me on the phone, how you belittled me and told me my standards were too high and brought me to tears? God knows what I am saying is true and what you are saying is nothing but lies! You will reap what you sow. You think you are getting away with this? Oh no the laws of the land are that you will reap what you have sowed! You offered to give me a new door after you told me my standards were too high and belittling me and brought me to tears in which I told you I could no longer work with you. I moved on because of how evil you are. We never had a new agreement! Show me the email that says we have a new agreement. AGAIN I have the emails to prove what I am saying. You said you would give me my $2,000.00 and come and take out your door. That is the ONLY AGREEMENT we ever had. IF you were fair you would give me my money and come and get your door instead of continually playing these word and mind games. I have contacted the Illinois Attorney General and filed a complaint with them also. All you care about is getting your 4 page Agreement signed so I don't tell the world how evil you are. I have been counseled to not sign your agreement. You need to pay me and come and get your door. Sincerely, Rebecca ***

We installed the patio door on February by our 15 year employee and Ms. [redacted] approved and paid the balance.   She signed our completion ticket and gave us a 5 rating on a 1-5 scale for Overall Satisfaction, Craftsmanship, and Likely to Recommend.   She also paid the...

balance of $4099.  As the customer noted, she watched our installer for 8 hours and noted nothing about any grain/stain issues.  We noted on the completion ticket that one of the levers needed to be replaced.  We ordered the lever handle immediately.  Ms. [redacted] called the next day saying the stain was blotchy, and we sent our painter out that same day to inspect and offer a solution.  The interior of the doors are pine wood and Ms. [redacted] did not like the variation in the grain.  We offered to tone the door with stain to even out the natural graining of the wood, but the customer would not accept this as a solution.  We also returned twice to replace the handle and make adjustments to the screen doors as requested over the next few weeks. In April Ms. [redacted] called myself, Justin [redacted] to discuss the grain variation issue.  We agreed to change the door panels and scheduled an appointment with the Marvin Representative to go the visit with Ms. [redacted], inspect the grain variation, and order the new panels.   The night prior to our appointment, Ms. [redacted] called to cancel our appointment and stated that she did not want us to change the panels.   We agreed to give her a full refund even though the door was custom and already installed.   We asked her how much time she would need before we could come and take our doors out and give her the refund of the $2000 deposit.  We both agreed to give her until June 27th, which was over 8 weeks.  We emailed her in writing this agreement.  On June 6th, I called Ms. [redacted] to ask if we were on schedule for the end of the month per our agreement and she said she did not know and would have to call me back.  On June 15, Ms. [redacted] informed me that she had no idea when her new door would be installed.  At this point, we explained that this was not the agreement that we had and that now she has our new door and still owes us $4099.  On June 27th we sent her a legal agreement stating that we would come and take our door back and give her a refund of her deposit upon fair notice and execution of the agreement.  She said she will not sign any agreement and that she was going to sell our door to another party.   From the first day we sent out a first class installer, installed the exact door that Ms. [redacted] ordered, sent out service techs on at least 3 occasions to address concerns, agreed to replace the panels, then ultimately agreed to give her a full refund on a custom product that could not be resold by our company.   On both of our attempts of replacing the panels and giving an agreed upon time frame for a full refund, Ms. [redacted] showed little interest in bringing this to a fair and reasonable close.    Ms. [redacted] has our agreement with the terms required for our company to come and pick up our door in new condition and provide for the refund of the initial deposit of $2000.   We hope that you will consider our record over the past 15 years and feel that we have gone beyond what is fair and reasonable to rectify the situation.  Sincerely, Justin [redacted]- Owner

Complaint: [redacted]
I am rejecting this response because:Your twisting of words to make yourself look good is hysterical!  Your words here are so flowery.  Why don't you talk just like you talked to me on the phone, how you belittled me and told me my standards were too high and brought me to tears? God knows what I am saying is true and what you are saying is nothing but lies!  You will reap what you sow.  You think you are getting away with this?  Oh no the laws of the land are that you will reap what you have sowed! You offered to give me a new door after you told me my standards were too high and belittling me and brought me to tears in which I told you I could no longer work with you. I moved on because of how evil you are.  We never had a new agreement! Show me the email that says we have a new agreement. AGAIN I have the emails to prove what I am saying.  You said you would give me my $2,000.00 and come and take out your door.  That is the ONLY AGREEMENT we ever had.  IF you were fair you would give me my money and come and get your door instead of continually playing these word and mind games.  I have contacted the Illinois Attorney General and filed a complaint with them also.  All you care about is getting your 4 page Agreement signed so I don't tell the world how evil you are. I have been counseled to not sign your agreement.  You need to pay me and come and get your door.
Sincerely,
Rebecca [redacted]

We are sorry that this situation has not been resolved.  We believe that we have been fair in offering to give you a new door and then offering a new agreement which includes a full refund.  If this offer is still not acceptable, we would be willing to use the Revdex.com Arbitration process if you feel we have not been fair.  We can have the Revdex.com help us resolve this matter through a neutral third party. Respectfully,Justin [redacted]

Mrs. [redacted] had contacted Next Door & Window in October 2016 for a consultation on new windows and doors for her home.  We sent a sales consultant out to the house and met with Mrs. [redacted] three times at which point she signed a contract for new windows and doors on November 11,...

2016.  We processed our standard down payment and proceeded to order the custom windows and doors from our manufacturer.  The custom products have since arrived in our warehouse and are ready for installation.  When Mr. [redacted] called our office he asked that we cancel the order and return his deposit.  Considering that the contract was solely in Mrs. Liu's name, it was prudent for us to call Mrs. [redacted] to ask her if she wanted to proceed with the contract.  She explained to us that she absolutely wanted to move forward with the contract she had signed, and in no way wanted to cancel the order.  We had never spoken with our dealt with Mr. [redacted] throughout the entire process until he called us in mid January after all products were already in route to our company.  Mrs. [redacted] is insistent that we execute the contract that she had signed with our company.  We certainly will do everything reasonably possible to bring this situation to a close.  Unfortunately, we cannot return the custom products that were ordered and paid for from the manufacturer.   We want to ensure we take care of our customer with a proper resolution.  Please let us know what more we can do. 
Respectfully,
[redacted]- Owner