Quadrant Corporation, The

Complaint: [redacted] I am rejecting this response because: Quadrant uses cheap vinyl siding inspite of known damage caused by light reflected from neighboring Windows and refuses to replace it with a more durable sidingSincerely, [redacted]

To Whom It May Concern: Customer contacted Quadrant Homes Customer Care on 8/6/regarding damage to the home’s vinyl sidingSiding is warranted by Quadrant Homes through the Residential Warranty Company’s (RWC) “Limited Warranty” for the first year of home ownership Based on the home’s closing date, 11/1/2007, this warranty expired on 11/1/ Customer Care explained that the siding warranty had expired Product type and a vendor referral information was provided via e-mail should the customer need to repair or replace siding Customer contacted Quadrant Homes again on June 30, looking for the name of the siding company Customer Care replied with information Customer contacted Megan C [redacted] , Customer Care Manager, on 7/11/requesting that Quadrant Homes provide a repair exception and replace damaged siding on home I spoke with customer, [redacted] , and explained that since the warranty had expired, further repairs were considered home owner maintenance Unfortunately, the customer is experiencing thermal distortion to the vinyl siding caused by a focused light reflection off neighboring windows This is considered weather/sun damage rather than a product or installation related repair, and is excluded from the siding manufacturer’s warranty coverage as well as the RWC Limited Warranty I regret based on this information, repairs are not covered under warranty and Quadrant Homes is not able to grant the customer’s repair request Sincerely, Megan C [redacted] Customer Care ManagerQUADRANT HOMES

Complaint: [redacted] I am rejecting this response because it makes no sense This is the same carbon copied message I received in the mail and the reason for establishing this as a formalized complaint I explained (extensively) in my write up that the neighbor had the impression as I did I that changing out my windows would mirror changing out his as this is on the same exact side of the house and same exact locations as his ownThis ridiculous statement about siding repair is also disingenuousI did not call initially for my siding I was calling to ask for the same treatment my neighbor had and as to why I needed to call as this was part of the same damage, just to my propertyI was under the impression they paid for my windows and maybe gave him another option on his sidingInstead, for whatever reason they funded ALL the damage for his home and NONE of the damage to my own to include having his windows changed outAsking me to pay for my neighbors windows is outrageous This is problem caused by Quadrants types of windows on his home that if they are not changed out, I cannot change my own badly damaged siding or it will just return before I end up in court though, I wanted to allow Quadrant just to apply the same remedy as the issue with my home did not become noticeable until only his windows were reflecting solely on my home as my windows were changed out and no longer filtering some of that light It really begs the questions that Quadrant intentionally ignores which is why on earth would you change out one set of windows for damaging in one direction and refuse to change those on the other side in the exact opposite position unless you were intentionally being disingenuous with your warranty and product? This is not a rationale argument for Quadrant to make? The siding is something they are paying for my neighbor as well so all remedies applied should be mirrored for the OTHER affected homeThis issue needs to go to corporate Quadrant as the next level will result as us joining in on a current motion for Class Action against Quadrant and all we wanted was to be treated the same as the neighbor Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because its disingenuous. To have to go and repair a set of windows on a home with damage due to a product they installed and pretending this same situation was not a mirror reflection on the other home that is next door (10 ft) with similar corresponding melting scars is disingenuous and shows a complete lack of ethics. One of the windows quadrant changed out was directly across and had the same melting damage on the siding above it....you can see how silly this argument is becoming and there is a substantial cover up going on. The other element that makes this such a disingenuous response from her, again, is that I had specifically asked that this be raised outside her purview but with the corporation which was completely ignored. This is an equally good example of a lack of ethical approach, complete disrespect to the BBB and the request of a consumer that was quite obviously injured by the actions of this firm. Intentionally not letting corporate know that this will most certainly become a larger, more public and much more costly expense in the longer term then doing the right thing and simply applying the same logic used to address this issue in the first place is highly concerning.Unfortunately it appears that this Quadrant representative does not count the BBB as enough of a reason to respect this discourse, the request for another level of review and to ensure their higher level corporate management have visibility on this case vice letting a cover representative try to cover themselves as opposed to providing the required transparency will be used in the ensuring and graduated response. I've explained this situation enough times to ask the BBB leverage their standing to insist on a review by the corporate body of Quadrant that will have answer this case at public levels, KIRO news levels (expose') and of course legal channels should not ethical minds prevail. Its not a terribly expensive fix for the company to do the right thing vice try to drag this out, change warranty timelines to suite their needs and negate the obvious which is anyone who fixed out windows would have seen this damage beginning which is why we ALL were under the impression that they also had changed the windows out that were directly across from ours doing the exact same issue, just over a longer period now and much more distinct. Its like arguing that its only sun shining against one home...and not the other....its intended obviously to patronize and disrespect me as a consumer without the addition of lacking an ethical approach to business practice principles. The melting above one of the windows is without question and caused by Quadrant windows in the neighboring home about 10-15 feet away. I have pictures that I will provide to the graduated response levels I mentioned or a corporate representative other than the one that is disrespecting the request for higher level review. It really is a shame as I purchased this home in 2012 and plan to return there to retire next year. I truly believed that if this home builder knew what was happening here and could have a lens into what is being worked up to address, they would certainly avail themselves of that level of negative visibility. Making excuses, changing warranty timelines (she forgot to mention that to you) to suite their needs and pretending not to see the damage are not going to be ignored if the right thing is not done in this case. Although I'm military and they have taken advantage of my being on orders and not able to address in person, I do have good representation on the ground. I do feel the BBB who has a solid voice with reputable businesses in the NW area will want to put more facts together on this company. Speaking with some AARP and Veterans Groups as of late, these practices are not just being noticed at my level. Dr. ***

To Whom It May Concern:Mr. *** closed on his Quadrant Home at *** *** *** *, *** ***, ** *** on 3/22/2013. He contacted the Homeowner Service Depton 8/31/concerning exterior paint fading. Quadrant Homes covers paint fading for the
first year of home ownership via the Residential Warranty Company’s “Limited Warranty.” (See attached RWC Pg13, III.A.3.25). Per the RWC “Limited Warranty,” “Some fading is due to weatheringMildew and fungus on exterior surfaces are caused by climatic conditions and are considered routine maintenanceVarnish or lacquer deteriorates quickly and is not covered by this Limited Warranty.” Since Mr*** reported his concern well after the first year of warranty expired on 3/22/2014, further action to repair is considered home owner maintenance. Mr*** also inquired after the paint manufacturer, Sherwin Williams’, manufacturer's warranty. At the time there was a link to a Sherwin Williams paint manufacturer's warranty on quadranthomes.com. I advised Mr*** that manufacturer warranties were separate from any guarantees through Quadrant Homes, so if he had any questions about this warranty he should contact Sherwin Williams directly to see if it would apply for his concern. I also researched Mr***'s question about the product manufacturer's warranty. While new home construction was not excluded from coverage anywhere on the manufacturer’s warranty document, in contacting Sherwin Williams I was told this warranty would not apply to new home construction, but rather a retail purchase where the homeowner is purchasing the product directly from the store. As soon as we were made aware these warranties were not applicable, the manufacturer warranty links were removed from quadranthomes.com. Mr*** contacted the Homeowner Service Deptagain on 10/20/and 1/11/2016. Both times we explained, with our apologies, that since the one year warranty through Quadrant Homes has expired, Quadrant Homes would take no further action. Manufacturer warranties are separate from any guarantee through Quadrant Homes and do not extend or modify the guarantees or coverages granted by Quadrant Homes. Sincerely, Megan C***Warranty Operations ManagerQuadrant Homes(800) 338-

To Whom It May Concern:
Ms*** closed on her Quadrant Home at *** *** ** **, Duvall, WA on 10/23/2013. As a part of the purchase, Quadrant Homes provides a new home warranty through the Residential Warranty Company’s Limited Warranty.” The RWC “Limited Warranty”
states that “Your Builder warrants that for a period of one (1) year after the Effective Date of Warranty, warranted items will function and operate as presented in the Warranty Standards of year 1, Section III.A.” (See attached RWC Pg3, I.C.1) Warranties are limited by nature with the premise that as additional time occurs additional factors like use and wear may contribute to repair concerns. I regret since the warranty period has expired for Ms*** home as of 10/23/2014, Quadrant Homes will take no further action and repairs are considered homeowner maintenance.Sincerely,Megan C***Warranty Operations ManagerQuadrant Homes(800) 338-

Complaint: ***I am rejecting this response because:
I understand that Quadrant covers the products for the manufactures for the first year, and that is fine I'm upset with the fact that they had someone post warranty information on their website without doing any sort of fact checking This seems very irresponsible Someone's home buying decision could rest on the information that is listed on their website and if its all or subject to Quadrant's "interpretation" this is unacceptable Does this mean that depending on the problem they could just say "oops the website designer made a mistake" and not stand behind their work or the work? of a contractor they have hired? As mentioned before I have followed up with sherwin williams and Rob (Manager of the *** *** store) was very surprised to know of what Quadrant was telling people He pointed me towards the company that did the actual painting of my house and when I told Mike (Manager at M&D painting) of my problems he was apologetic, but also admitted that Quadrant only requires them to do a "color change" to the house which is only coat of paint instead of which is recommended by the manufactureKnowing this, Quadrant sold me a home improperly painted I have spoke to other paint professionals in the area and they all agree that a house painted PROPERLY should not be showing any fading in only years
I would like Quadrant to take responsibility for posting information on their website, hiring someone to an inadequate job painting my house This was not sherwin williams fault Quadrant and their contractor are the one that did poor work and won't stand by it Also recent calls to Mike (M&D painting) to follow up on our initial conversation have not been returned I have included pictures of how bad the fading is
Sincerely,*** ***

Thank you for your response. I regret since there is no expressed warranty or guarantee that covers repairs of this type and the issue went unreported by the customer during the warranty period, all repairs are homeowner responsibility and Quadrant Homes will take no further action in this matter. Sincerely,Megan C***Quadrant HomesCustomer Care Manager

To Whom It May Concern:
 
Thank you for your inquiry on behalf of Mr. [redacted], who purchased a Quadrant Home which closed on 11/4/15.  Mr. [redacted] contacted Quadrant Homes regarding a landscaping and drainage concern in the backyard.  We set a time for Customer Care...

Representatives, Fritz P[redacted] & Sue S[redacted], to evaluate the yard on January 18th, 2017 at 11:00 am.  During this appointment, prior to reaching a warranty determination or action plan, Mr. [redacted] requested the Quadrant Homes representatives to leave his property.
 
I received a voicemail from Mr. [redacted] requesting a call back from a manager, unhappy with the service he received.  I spoke with Quadrant Homes Representatives, Fritz P[redacted] & Sue S[redacted] who recommended to me that Quadrant Homes replace the backyard landscaping for Mr. [redacted].  According to their findings the mesh backing could be seen in some areas of the sod and due to the prior drainage work done for Mr. [redacted] we believe the original sod never became established.
 
I spoke with Mr. [redacted] by phone on January 18th and extended, on behalf of Quadrant Homes, an offer to replace the rear yard landscaping for his home.  Mr. [redacted] was satisfied with the response.  Customer Care Representative, Sue S[redacted], has since been in touch with Mr. [redacted] to discuss the details of scheduling this project.
 
We look forward to the successful resolution of Mr. [redacted] concern and welcome any additional questions.Sincerely,
Megan C[redacted]Customer Care Manager

To Whom It May Concern: The homeowner, Mr. [redacted], submitted a service request to Quadrant Homes Customer Care on 6/27/2017 regarding damage to the home’s vinyl siding. Siding is warranted by Quadrant Homes through the Residential Warranty Company’s (RWC) “Limited Warranty” for the first year of...

home ownership. Based on the home’s closing date, 1/24/2007, the siding installation warranty expired on 1/24/2008. In addition, the full 10-Year portion of the RWC “Limited Warranty” for Major Structural Defects expired on 1/27/2017.  Since the full portion of the “Limited Warranty” has expired, all repairs are considered homeowner maintenance.  Mr. [redacted]’s siding service request is regarding thermal siding distortion caused by a long-term focused light reflection off neighboring windows. I’m afraid this is considered weather/sun damage rather than a product or installation related defect, and is excluded from the siding manufacturer, Mastic Alcoa’s warranty coverage, window manufacturer, Milgard’s warranty coverage, as well as the RWC “Limited Warranty.” Mr. [redacted]’s neighbor originally contacted Quadrant Homes regarding damaged siding on 6/24/2014 during their 10-Year portion of the “Limited Warranty.” To complete this warranty repair Quadrant Homes requested to replace the windows on Mr. [redacted]’s home affecting the siding at no cost. Both the window and siding repairs were completed for both homeowners as of 12/9/2014. At no time during this repair did Quadrant Homes receive a siding warranty service request from Mr. [redacted]. Since the completion of this service, several years have passed and all remaining warranty coverage has expired for both homes.  After receiving the non-warranty response on 6/27/17, the homeowner contacted Megan C[redacted], Customer Care Manager, on 7/10/2017 requesting that Quadrant Homes make an exception and offer to replace the neighboring windows at no cost. Megan spoke with Mr. [redacted] and explained that since the full portion of the warranty had expired, all repairs were considered homeowner maintenance. A letter was sent to the homeowner on 7/18/2017, explaining the warranty determination with product and vendor referral information to assist them in coordinating the necessary repairs. Sincerely, Michelle S[redacted] Customer Care Coordinator

Complaint: [redacted]I am rejecting this response because: Quadrant uses cheap vinyl siding inspite of known damage caused by light reflected from neighboring Windows and refuses to replace it with a more durable siding. Sincerely,[redacted]

To Whom It May Concern:
Customer contacted Quadrant Homes Customer Care on 8/6/2015 regarding damage to the home’s vinyl siding. Siding is warranted by Quadrant Homes through the Residential Warranty Company’s (RWC) “Limited Warranty” for the first year of home ownership.  Based on the...

home’s closing date, 11/1/2007, this warranty expired on 11/1/2008.  Customer Care explained that the siding warranty had expired.  Product type and a vendor referral information was provided via e-mail should the customer need to repair or replace siding.
Customer contacted Quadrant Homes again on June 30, 2016 looking for the name of the siding company.  Customer Care replied with information.
Customer contacted Megan C[redacted], Customer Care Manager, on 7/11/2016 requesting that Quadrant Homes provide a repair exception and replace damaged siding on home.  I spoke with customer, [redacted], and explained that since the warranty had expired, further repairs were considered home owner maintenance.
Unfortunately, the customer is experiencing thermal distortion to the vinyl siding caused by a focused light reflection off neighboring windows.  This is considered weather/sun damage rather than a product or installation related repair, and is excluded from the siding manufacturer’s warranty coverage as well as the RWC Limited Warranty. 
I regret based on this information, repairs are not covered under warranty and Quadrant Homes is not able to grant the customer’s repair request.
Sincerely,
Megan C[redacted]Customer Care ManagerQUADRANT HOMES

Complaint: [redacted]
I am rejecting this response because its disingenuous. To have to go and repair a set of windows on a home with damage due to a product they installed and pretending this same situation was not a mirror reflection on the other home that is next door (10 ft) with similar corresponding melting scars is disingenuous and shows a complete lack of ethics.  One of the windows quadrant changed out was directly across and had the same melting damage on the siding above it....you can see how silly this argument is becoming and there is a substantial cover up going on. The other element that makes this such a disingenuous response from her, again, is that I had specifically asked that this be raised outside her purview but with the corporation which was completely ignored.  This is an equally good example of a lack of ethical approach, complete disrespect to the Revdex.com and the request of a consumer that was quite obviously injured by the actions of this firm.  Intentionally not letting corporate know that this will most certainly become a larger, more public and much more costly expense in the longer term then doing the right thing and simply applying the same logic used to address this issue in the first place is highly concerning.Unfortunately it appears that this Quadrant representative does not count the Revdex.com as enough of a reason to respect this discourse, the request for another level of review and to ensure their higher level corporate management have visibility on this case vice letting a cover representative try to cover themselves as opposed to providing the required transparency will be used in the ensuring and graduated response.  I've explained this situation enough times to ask the Revdex.com leverage their standing to insist on a review by the corporate body of Quadrant that will have answer this case at public levels, KIRO news levels (expose') and of course legal channels should not ethical minds prevail.  Its not a terribly expensive fix for the company to do the right thing vice try to drag this out, change warranty timelines to suite their needs and negate the obvious which is anyone who fixed out windows would have seen this damage beginning which is why we ALL were under the impression that they also had changed the windows out that were directly across from ours doing the exact same issue, just over a longer period now and much more distinct.  Its like arguing that its only sun shining against one home...and not the other....its  intended obviously to patronize and disrespect me as a consumer without the addition of lacking an ethical approach to business practice principles. The melting above one of the windows is without question and caused by Quadrant windows in the neighboring home about 10-15 feet away.  I have pictures that I will provide to the graduated response levels I mentioned or a corporate representative other than the one that is disrespecting the request for higher level review.  It really is a shame as I purchased this home in 2012 and plan to return there to retire next year.  I truly believed that if this home builder knew what was happening here and could have a lens into what is being worked up to address, they would certainly avail themselves of that level of negative visibility.  Making excuses, changing warranty timelines (she forgot to mention that to you) to suite their needs and pretending not to see the damage are not going to be ignored if the right thing is not done in this case.  Although I'm military and they have taken advantage of my being on orders and not able to address in person, I do have good representation on the ground.  I do feel the Revdex.com who has a solid voice with reputable businesses in the NW area will want to put more facts together on this company. Speaking with some AARP and Veterans Groups as of late, these practices are not just being noticed at my level.
Dr. [redacted]

Complaint: [redacted]
I am rejecting this response because it makes no sense.  This is the same carbon copied message I received in the mail and the reason for establishing this as a formalized complaint.  I explained (extensively) in my write up that the neighbor had the impression as I did I that changing out my windows would mirror changing out his as this is on the same exact side of the house and same exact locations as his own. This ridiculous statement about siding repair is also disingenuous. I did not call initially for my siding.  I was calling to ask for the same treatment my neighbor had and as to why I needed to call as this was part of the same damage, just to my property. I was under the impression they paid for my windows and maybe gave him another option on his siding. Instead, for whatever reason they funded ALL the damage for his home and NONE of the damage to my own to include having his windows changed out. Asking me to pay for my neighbors windows is outrageous.  This is problem caused by Quadrants types of windows on his home that if they are not changed out, I cannot change my own badly damaged siding or it will just return.  before I end up in court though, I wanted to allow Quadrant just to apply the same remedy as the issue with my home did not become noticeable until only his windows were reflecting solely on my home as my windows were changed out and no longer filtering some of that light.  It really begs the questions that Quadrant intentionally ignores which is why on earth would you change out one set of windows for damaging in one direction and refuse to change those on the other side in the exact opposite position unless you were intentionally being disingenuous with your warranty and product?  This is not a rationale argument for Quadrant to make?  The siding is something they are paying for my neighbor as well so all remedies applied should be mirrored for the OTHER affected home. This issue needs to go to corporate Quadrant as the next level will result as us joining in on a current motion for Class Action against Quadrant and all we wanted was to be treated the same as the neighbor.
Sincerely,
[redacted]