One Stop Home Improvement Shop

One stop installed windows for us last year, was not done in time promised. When windows were installed the trim did not match the white windows, I ordered white windows with white trim. The trim is creme. I reported this, they sent someone out to look, they agreed the colors did not match. The trim is creme, not white. I was told they would get in touch with when they could fix this. Long story short, then they decided both trim and windows are white, the look different in the sun or shade because the windows and trim are two different products. This is absurd! Whatever their reason, I do have windows with white trim. I am a dissatisfied customer and do not recommend this company. I complained to the better business bureau and got nowhere, I know the error they made by doing what they did to me is expensive to fix, so I am basically stuck with these two toned windows, beware of them.

Review: The contract was signed in May 12th of 2015. The agreement was that the windows would be finish by the end of July. With many issues in between, a walk-through was completed on September 25th. The following is a punch list filled out by the sales Representative [redacted]:

Living RM-

1 - screen for window

23w x 53.5 t

1 screen for 36x 53.5

1 screen for 35x53.5

Rips

Work out RM

Needs window on order

Guess bed RM

Window sashes will not raise up.

36x 53.5

1 screen. Ripped

Master bedRM

1-screen already on order

Master bath

1-screen already on order

Trim on inside needs stain

Den Rm -back middle

1-screen

Window will not open.36x53.5

Kitchen

2 Ripped screens

Basement left side ok

Basement front window

Will not open 35.5 x 40.5

Basement. Bottom right

Top sash slips down 35.5x41

Change all locks

Recommend replacement

Of all screens and locks

This punch list is not complete. We have screens at the house that One Stop brought over (11/13/15) but did not have the list to know where to install them. Their are still windows that will not open, and we where supposed to have them stain a framed in window (he did not have the stain when he came) or get a $50 credit (not shown on the bill). We did stain this ourselves since it looked horrible and it has been so long. We have not received a phone call in months and recently received a letter from a lawyer’s office stating we are delinquent on our bill that was never received.Desired Settlement: My desired outcome is that the job be completed and that the company make right, their mistakes in this matter. Our bill was adjusted by the manufacturer for their mistakes, but has not been adjusted by One Stop for theirs. No one should have to wait a year to have windows replaced when ordering them all at once. No one should be contacted by a lawyer about a bill when a job has not been completed. I also want to make sure that I receive a copy of the manufacture warranty upon completion of the job.

Business

Response:

Per the customers contract there was an approximate lead time of 4 to 6 weeks from the signed contract date. They are approximate dates based on any weather, order issues or changes made by the customer. all which were addressed at that time. There were multiple issues with the window order, these issues were on the manufactures side, with problems they were having that has since been corrected, that is why we got a Credit from them in the amount of $750.00 which we gave fully to the customer. Due to the issues with this job we are at a 0 profit margin. It has actually cost us money as we worked through the issues with our manufacturer’s situation and to satisfy our customer. All of the items on the punch list have been taken care of with the exception of one screen which we have been trying to contact the customer since January. As bad luck in shipping during the holidays we received this screen 2 prior times with damage to it. We received the screen and have been unable to get it installed. The customer’s Sales Representative has called and left messages and has also been to the house trying to resolve this last issue. All screens were installed with the exception of the one mentioned above. There were extra screens that were ordered, free of charge and placed under their deck by the installer. On October 6, 2015 at 5:00 pm our Company sent a representative from the window manufacturer and [redacted] to a scheduled meeting at the [redacted]’s house with Mr. and Mrs. [redacted] present. All of the issues were addressed on the punch list and all windows were in proper working order when they left that evening. On the day of the punch list, Mr. [redacted] told [redacted] that he had the stain and would stain it himself. If we did not give them a credit of the $50.00 it was an oversight and will be deducted from the remaining balance. [redacted] has attempted to reach the [redacted]’s and have not been able to get a response from them. We sent a certified letter and bill to them which the post man said they refused so we then contacted our lawyer to write a letter. Original balance $7755.75 less $750.00 credit balance due after $50.00 additional is $6955.75 This will happen when the bill is paid per our original process.We understand the customer’s frustration but have and will continue to work with them within reason and with the cooperation of the customer and the balance owed being paid.

Consumer

Response:

This process has taken over a year to complete and had they finished the windows in January would have still taken 8 months. The manufacturer has compensated us for errors on their end but One Stop has not owned up for their mistakes in this matter. No one informed us that an additional screen had even been ordered, just that they were unsure as to which screen needed to be replaced. I received one message during a busy work day in January on my cell from the sales representative about a screen coming in but was not aware of this order. I felt this was an error on his part. I didn't hear from him or your company again even though they have my landline, cell, husband's cell, and my email. Why would you leave screens that we don't know which window they fit. They replaced locks and adjusted window so they would work. What I am saying is that we still have three windows that will not open. Windows should open all the time. We appreciate that you took the $50 off for us having to stain the window. Again, I received one message about the screen that I was unaware of. I returned home from spring break (March 28- April 1) to two notes from the post office about an attempt to drop off a certified letter from [redacted]. I did not refuse the letter, I was out of town when they attempted to drop it off. Also, the note stated [redacted] and our contract is with One Stop Gutter Shop. I am simply asking that One Stop Gutter Shop own up to their mistakes in this matter.One phone call Which will happen when the job is complete. I don't think your company really understands or cares about our frustration but we will pay the bill upon completion of this job.

Business

Response:

Response to Complaint ID [redacted]We would like to schedule a meeting with you and your husband at your home so we can address the remaining concerns as stated below. We will be sending your Sales Representative, Our Window Manufacturer Representative and one of our Window Installers. We will assess the situation; we will correct anything we can this day. If any special order material is needed, this could possibly take ten to twelve weeks to arrive, which is a standard time frame. We would then schedule a completion date for any needed installations and render payment in full at this time. We also will have all your Warranty Information. We will continue to service you through your Warranty if needed.Per your letter dated May 17, 2016 Remaining Punch List:Screens:Left side kitchen window screen tornLiving room doubled window right screen tornWindows:Dining area right side window won’t openExtra bedroom middle window won’t openBasement above workbench window won’t open

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,