Northwest Exteriors, Inc.

Business states that they did their best in trying to accommodate the customerUnfortunately, the contract is binding, the door was custom made to consumer specifications, and the installation was denied twice by the consumerAt this point the business has exhausted all their alternatives in resolving the matter and must let the the court process handle the situation

Mrs*** ordered double entry doors from us on 9/23/13(see attached contract)Upon receiving the doors from the manufacturer we set an install date of 1/8/When our install crew arrived she refused the doors stating that it should be a single door with sidelights, clearly a mistake on
her part according to the contractShe eventually conceded and agreed for another installation date a couple of weeks later.....same thing happened, she refused installationWe have made several attempts to install the doors she ordered, but she refusesWe have since given this matter to our attorney for collection
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This is the first time I've heard anything about wanting the door by X-mas, she denied the door on 12/18/2013 even though it was EXACTLY what she ordered so had she allowed us it would have been done by X-Mas. All you have to do is read the contract.

I am rejecting this response because: I told [redacted] befor I ordered them. I wanted them befo Christmas or not at all. No problem the completion date is 12-2-13, well none of these dates were met and I did not hear from any one. So I call to see what was going. I was told they had not started them so don’t start them. I don’t want them, even my son called and no satisfaction and told them not to do them. He also told them they could keep the $388.00 and forget. So after we know how many calls I have had 3 or four.Sincerely,[redacted]

THE BUSINESS IS CORRECT, THE CONTRACT IS BINDING, (IN THEIR OWN WORDS) AND THEY DID NOT INSTALL THE DOORS BY THE DUE DATE DECEMBER 2.2013. THERE IS NOTHING ON THE CONTRACT THAT INDICATES THAT THE DOORS IN QUESTION WERE CUSTOM DOORS. IT SAYS DOUBLE DOORS, AND THEY WERE TO BE INSTALLED BY DECEMBER 2, 2013, WHICH THEY WERE NOT. THERE WOULD NOT HAVE BEEN A PROBLEM, IF THEY HAD INSTALLED THE DOORS AS STATED ON THE CONTRACT.

On 11/25/13 I told [redacted] if I didn't have the doors by Christmas I didn't want them. He told me there was no problem because completion was 12/2/13. I had not heard from them after they measured the doors and I was told I had to get 2 doors. 1 to cut in half for the lights but what do I know about the doors. It didn't sound right to me. They tried to get me after 12/18/13. I called and was told they were not started. That is all I know.

Review: On 5/14/2014, I was given a agreement to sign to install a retractable awning, with a total balance of $5360.00. I agreed and signed the agreement.I also have a sales slip that shows the total balance is $5360.00. It had an estimated start date of 7/20/2014, with a estimated completion date of 7/25/2014. On 7/15/2014 they showed up to take measurements and drilled holes for the installment of the awning. They presented me with another agreement with a total of $6650.00 so I gave them a check for $3000.00. (Ck #4436), which left a balance of $3650.00. I didn't have the first agreement handy so I just took it for granted that it was a copy of the first agreement. On 8/29/14, they showed up to install my awning just to find out that it was broken. They said they had to take it back and fix it. I told them I wanted a new awning, not a fixed one. At that time, I gave them a check for $3650.00 which was the balance due. I haven't heard from them since.Now I have exposed wood from them drilling the holes and it's almost rainy season. When I call, I get put on hold and no one ever comes back on.(Fresno office) One of my attorneys called [redacted] (Branch Manager)to inquire about all this and Mr. [redacted] was very rude to him.We got nowhere. I would like something [redacted]e now. This company put my windows in and I've been very happy with them, but this is unacceptable. My daughter helped me with this complaint and I would like them to deal with her. I'm 79 years old and this is too confusing for me. She will decide after talking to someone weather I have them continue or get my money back. I'd appreciate an answer to this matter as soon as possible.Desired Settlement: I would like this company to deal with my daughter, [redacted]. She is taking care of this matter for me. Her phone number and email address are listed above. I feel due to my age, I have been discriminated against and used. Please contact her instead of me. Thank you

Business

Response:

So far Mrs. [redacted] has only paid us $3,000, she did not pay her balance yet of $3,650. The awning we brought out was not broken, but was damaged during install due to a gust of wind at a point where the awning was fully extended for adjustments. We removed the awning and brought it back to our shop and are trying to work with the manufacturer to repair, under warranty, this awning back to new factory specifications. These awnings are custom built in Texas with the parent company being in Italy where some of their parts come from. Unfortunately it takes time for this process to happen, but we are working on it and hope to have it resolved soon.

Business

Response:

It will go out tomorrow.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: The siding on our home was incorrectly installed 7 yrs ago. We'e trying to replace our windows and they can't be replaced due to the siding installati

We are trying to replace our windows and they cannot be replaced due to the way the siding is installed. Northwest Exteriors (the siding installation company) is not able to provide a quote for the window replacement because of the incorrect siding installation. They have been unwilling to correct their error. We purchased our home in late July 2012 from the owners who originally paid $30,000 to have the siding replaced. After we moved in, we initiated window replacement work, and our window contact advised us to contact Northwest Exteriors to discuss the problems with the siding installation. In October 2012, a Northwest Exteriors employee visited our home and stated that the siding was incorrectly installed. After several attempts to contact the individual, he eventually instructed us to transfer the Northwest Exteriors warranty. In December 2012, we wrote a warranty transfer letter to Northwest Exteriors as instructed by the company employee. We received a confirmation of letter receipt by Northwest Exteriors. We were provided [redacted] name as our contact. From Jan - Feb 2013, we were in contact with [redacted] and we attempted to schedule an on-site visit with [redacted] to inspect the work. [redacted] ultimately informed us that, from photographs (no home visit), he thinks this is a "caulking and paint issue." We are not siding experts, so we trusted in his feedback at that time. In April 2013, we again initiated steps to replace our windows. We contacted Northwest Exteriors to request a quote to replace the windows. The Northwest Exteriors employee that assessed the windows remarked that there is a siding installation issue and the windows cannot be replaced until the siding installation is corrected. Northwest Exteriors has not been able to produce a bid to replace the windows to date because they know it cannot be done properly without fixing the incorrect siding installation. Three (3) licensed contractors evaluating our home for various work over the past several months have made unsolicited statements that the siding has been incorrectly installed. This totals 5 professional opinions - 2 from Northwest Exteriors - noting that the siding has been incorrectly installed, but Northwest Exteriors is not willing to fix their error. We cannot replace our windows unless the siding installed by Northwest Exteriors is completely re-done. We do not believe that we should have to pay to fix their error in home siding installation, and they should stand by their work and fix the home siding installation at no additional expense to us. Home siding installation should, if installed properly, endure several decades on a home. We started realizing problems with the installation after only 6 years. We have already witnessed water intrusion in some of the interior parts of the home, and we are concerned that the longer this issue continues, we will have more problems, costing more money and time to remedy.

We also did a search on the individual that signed the paperwork for our home: Peter [redacted] We located that a Peter [redacted] was charged with solar installation scam in Sonoma County in 2011. [redacted] We are not certain that it is the same individual but it is very coincidental that they are in the same industry.Desired Settlement: The siding installed by Northwest Exteriors was placed on top of the original siding, and this is potentially part of the problem. At no additional expense to us, Northwest Exteriors should remove the installed siding plus the original siding, repair any water intrusion or other damage that may exist from the incorrectly installed siding, re-install a moisture barrier, and properly install new siding. A new, revised warranty for the installation and materials should be issued to us.

Business

Response:

Business' Initial Response

[redacted] purchased her home in August of 2012 from [redacted] Mr. [redacted] purchased siding for his house from us in 2006. We installed the siding per the manufacturers recommendations at that time. It was a primed siding that got painted. Now the house needs to be repainted due to normal weathering. [redacted] thinks that this is somehow our responsibility and is now trying to claim that the siding was installed incorrectly.

There is nothing wrong with the installation and it does not inhibit in any way the window replacement.

We warranty our work for life to the original purchaser not any subsequent buyers. The siding is installed correctly and there is nothing we can do for her. As far as her getting her windows replaced, I'm sure there are plenty of window companies that will replace them for her, we do not want her business.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

We have a meeting scheduled with the siding manufacturer (it has not occurred as of today) as well as an additional window installation company. The problems with the siding continue to remain unaddressed at this time.

Review: Kept putting me off & said would have (doors). Still no doors so I don't want them. Desired Settlement: Cancel contract & stop billing.

Business

Response:

Mrs. [redacted] ordered double entry doors from us on 9/23/13(see attached contract). Upon receiving the doors from the manufacturer we set an install date of 1/8/14. When our install crew arrived she refused the doors stating that it should be a single door with 2 sidelights, clearly a mistake on her part according to the contract. She eventually conceded and agreed for another installation date a couple of weeks later.....same thing happened, she refused installation. We have made several attempts to install the doors she ordered, but she refuses. We have since given this matter to our attorney for collection.

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Consumer

Response:

On 11/25/13 I told [redacted] if I didn't have the doors by Christmas I didn't want them. He told me there was no problem because completion was 12/2/13. I had not heard from them after they measured the doors and I was told I had to get 2 doors. 1 to cut in half for the lights but what do I know about the doors. It didn't sound right to me. They tried to get me after 12/18/13. I called and was told they were not started. That is all I know.

Business

Response:

This is the first time I've heard anything about wanting the door by X-mas, she denied the door on 12/18/2013 even though it was EXACTLY what she ordered so had she allowed us it would have been done by X-Mas. All you have to do is read the contract.

Consumer

Response:

I am rejecting this response because: I told [redacted] befor I ordered them. I wanted them befo Christmas or not at all. No problem the completion date is 12-2-13, well none of these dates were met and I did not hear from any one. So I call to see what was going. I was told they had not started them so don’t start them. I don’t want them, even my son called and no satisfaction and told them not to do them. He also told them they could keep the $388.00 and forget. So after we know how many calls I have had 3 or four.

We used northwest exteriors to replace Windows, sliding door and add French doors in our bedroom. The installers were excellent! There was a major language barrier but they did an amazing job. The employees however were a different story. We dealt with Ken Aquino who came into our home and was very nice and friendly. But the minute we signed paperwork I felt he had no more need for us. He did not return phone calls, he did not respond to emails, when and if he did he claimed his mother had fallen ill which I understood. our French doors were installed but came with no screens for it. We just assumed it did and were NOT told it didn't. We had been told by Ken that we could have screen doors made and added onto our financing. We decided on a door and Ken said he would order it. After a month I called and emailed Ken multiple times to check the status of the door. No response. We called the production guy who had no record of it in our file. I then spoke with Kens "superior" skip hunter who told us Kens wife had fallen ill this time. ( I really hope these stories are true) and that the door was never ordered and it could not be added to our financing due to the job being complete. Ken never contacted us to tell us any of this. Skip also said Ken is not aware how the financing works. Skip did try to get a solution for us and we settled on splitting the door, us paying half and Ken paying the other half. The screen door was installed yesterday and it was not the one we were told we were getting. We ordered a double panel and I have 4 emails making sure that was what skip ordered. However he ordered a single panel and did not have the courtesy to tell us. The installer explained to us that this company uses these screens for many reasons but also because it is cheaper than the double panels. I called skip later that day as my husband had spoke with him and got nowhere. Skip was not happy that we knew that the price was "cheaper" and told my husband the guy wasn't supposed to tell us that. Then told my husband that we are paying the extra due to the fact that northwest has to make money off of it so therefore we had to pay the amount we were told in the beginning. When I called and spoke with skip he listened to my complaint but could not give me a reason as to why he did not let us know we were not getting the door we ordered. He instead asked why we wanted the double panel and what was its advantage to us. Not professional at all in my opinion. Next I told him I understood the company needs to make money but this was their mistake to start with and I am not ok paying for their screw up. (The difference in price was 300.00). I would gladly pay my half of the door but in all reality this door should have been included in our financing so we shouldn't have had to pay a dime out of pocket. Skip then snickered and told me "this is my fault, I should have never tried to help you guys". I told him that was not ok to say and he said again it was their fault for dealing with us. I then asked to speak with his superior so he wouldn't have to "deal with us" which he informed me was the owner and he was adamant I didn't need to speak to him that we could resolve this. He also then told me that I misunderstood what he said about " should have never helped us". I am paying the lesser amount. He agreed to it and I have a new invoice stating that but he is not happy about it. I'm very disappointed in the customer service and the NON professionalism of this company. I will not be referring them to anyone, I will actually be discouraging people from this company which is sad because the installers were great and my product is great but sadly not worth the hassle of the staff.