Republic West Home, Inc.

Review: I need help to resolve an issue that I have with Republic West Home Inc., The issue is my back door. It was replaced by this company over ten years ago. I had to replace the mini-blind insert and the tresh-hold and replace the seals. I contacted the company last September, I had one of their representative here at my house, he took pictures of the jobs that needed to take care. He told me that they were going to order the parts that were needed. The rep asked me to give them a few weeks to get everything in order and that they will call me to set a time that the installer would come out to my house to do the work. Many weeks went by, and no one call. So, I call the company back in December after christmas and the person who answer the phone told me that t the rep who came out to my hose was friends he no longer worked the company. So I requested to speak with some one so I could tell them what my story was. [redacted] or [redacted] from the warranty department spoke with me and said that she will take care of my issues with the door. She send a representative from the doors manufacturing company ([redacted]). He came out looked at the issues with the door took pictures and weeks later I spoke with [redacted] or [redacted], she explained to me that I needed to pay for the parts so they could order them. Which I did without hesitation. The total was $765.00 which I paid with my amazon visa. A few weeks later I call because I had not heard anything from [redacted] or [redacted]. Finally got a hold of her, she schedule an installer and a week later he came to my hose and replace the mini-blind insert, fiddle with the door to balance it out which still an issue, then procedeed to tell me that the threshold was not the same, that hold that the current threshold has didn’t matched the new threshold. Again I contacted [redacted] 0r [redacted] kept leaving messages and not one was answer. Finally I contacted the representative from the manufacturing commpany and he contacted [redacted] or [redacted] and she call me back. saying that [redacted] the manufacturing representative was coming out to see the problems with the door. [redacted] brought another person that also works for the manufacturing company.They look, at the door , they took pictures, they place a level and notice that the door was our of plum. The informed me that treshold was no longer manufacture. They say that they were going to call [redacted] or [redacted] and that she will get back to me. Needless to say I didn’t hear from her. for couple of weeks, so I call again only to be told by the receptionist that she didn’t work for that company. So I explained to that person everything that I had been gong thru and so place me on hold and [redacted] or [redacted] appeared. [redacted] or [redacted] started telling me that she couldn't do anything about the threshold so she was going to refund the total for the threshold which is $101.00.Desired Settlement: This conversation happened begging of March 2015, So I gave her four weeks because I kept calling the credit card and no refund had been issue. until today when I contacted the dispute department for the amazon credit card and the credit card company issue a temporary credit for the $101.00. I still have issues with the door. The seal which I paid for hasn’t been replace, the threshold is still worped. I hope that by contacting you I get a better resolution for my door. I contacted [redacted] or [redacted] this morning only to be told that she was not available and to leave a message, she will call me back soon.

Business

Response:

To whom it may concern,Republic West and Ms. [redacted] have discussed the matter and came up with a mutual resolution to resolve the matter. We try our best to help out customers whose products are out of warranty and need replacement parts. In this case 90% of the work was completed but unfortunately some of the parts were no longer available and for the past months we have been trying to source them for her. As she states in the complaint we agreed to refund her for the threshold and at this time we have refunded Ms.[redacted] $201.00 for the other parts we cannot source as well. She has accepted this as a resolution to this complaint. Sincerely,Republic West Home

Review: Republic West installed all of our windows and two sliding doors in 2008. One of the largest windows in the kitchen (approximate average cost $1000.00) was not installed correctly. I repeatedly called to report the issue. The window in the kitchen is not attaching correctly to the window sill. It never has. I've called and had RW come out multiple times over the years for the same issue. They claim that water damage is the issue and there is only water damage from the improper installation. Also the name of the Window Company shows "Republic", I'm told by Republic West that this company Republic is out of business and so the lifetime warranty is no longer valid. I also found conflicting information in the packet I was given when the Windows/Doors were installed, that says that the Windows are under warranty with Republic West not with the manufacture. So why wouldn't RW not honor their own warranty and reinstall the product when I first told them about the issue within weeks of them installing in 2008. Additionally I contacted a lawyer who sent an "in demand" letter to RW within the past month. It was sent via email and regular mail with no response. I've also called RW to take care of the matter and got no call back plus the owner spoke to me a few years back and said there is nothing they can do. It's my problem. What I found in the paperwork conflicts with that. The window is no separating from the wall on the inside and outside. The stucco area outside is causing rain to enter the wall.Desired Settlement: I want Republic West to pay for the repairs I now have to make as they refuse to respond back to my attempt to contact them to make this issue right. Not only did they not return my calls but refused to respond to the Lawyer via the In Demand letter.I don't know the total of the repairs but would anticipate with my time effort and actual replacement of the window and any mold water damaged caused by the window, that my settlement would be $3,000.00.

Business

Response:

To whom it may concern,The [redacted] of [redacted] for the state of [redacted] has determined that the problem at this customers house is not Republic West's responsibility. I personally inspected her property on 7/28/12 and we wrote an action plan for her to fix her problem. She has a water intrusion issue stemming from her parapet walls causing her wall to take on water and deteriorate. Had she taken the professional opinion of the [redacted] and Republic West, her problem could have been solved years ago by simply flashing the parapet walls. We even recommended roofing contractors that could complete the work as we are not licensed for those types of projects. The warranty she was issued is still valid and active, so any suggestion otherwise is patently false. We have done all we can to assist the customer with the issues created by the lack of maintenance for the home. Sincerely,Republic West

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Even prior to hiring Republic West for upgraded replacement windows and sliding doors, I did my research to ensure I was doing business with a reputable company. I was impressed that they had a large folder with all kinds of accolades and with what to watch out for when using a contractor and with any remodel. They also included proof of Revdex.com Business Ethics Award in 2003 and 2006. I hired Republic West and signed an invoice with terms and conditions from Republic West on 11.23.07. · On 11.14.07 I was provided a quote from Republic West for a brand of windows called “Contour”*. That quote was for $4913.63. No one ever explained that [redacted], [redacted], [redacted] and Republic West formally known as [redacted] and [redacted] Company was not the Republic West I was doing business with.· On 11.23.07 I added to the quote to have the two sliding glass doors replaced as well. The new quote was for a total of $9741.81. · On 1.24.08 I paid the total $9741.81. In February of 2008 and several times later in 2008 I called Republic West to say that the sealant used to adhere the window to the windowsill was coming apart on the lower south side of the large window in the kitchen. When Republic West came out they said, this is normal and they resealed it again, each time - at least three or four times.· I called in 2009, 2010, 2011, 2012, 2013 and explained that I was still having issues with the same window in the kitchen.· During these calls I was advised that it must be due to water damage not caused by Republic West installing the windows and there was nothing else they could do since they had come out many times before. I even had the owner of the Company [redacted] call me and say it was my water damage that caused this issue. This is not true. I had my entire roof replaced after the large monsoon that hit the north valley in 2011 and the receipt shows the SW part of the kitchen had damage but not the south (almost south east portion of where the window has never been fully sealed or installed correctly). Also they didn’t see any prior damage from the roof. Today is 5/29/15 and have been told by two door and window companies that because the initial issue was showing the window coming away from the sill, this is due to RW not putting the install screw in to secure the window correctly. One of those companies came out this morning. They confirmed the same and also confirmed that the stucco job RW did was extremely poor and this has caused water damage and possibly mold damage. Why did RW not honor their warranty when I called three weeks after install and advise that they didn't install the window correctly and re install it? Isn't that what they should have done in 2008? They were not honest in their response they were not honest when they installed my window and they are still not honest now.

Regards,

Review: need to get two windows looked at they have broken parts. can't get any body to look at them.

Business

Response:

To whom it may concern,We have been in contact with the customer for weeks and he was confused about the warranty process. We have spoken to him and he has agreed to fill out the necessary paperwork as we had requested on multiple occasions. Now that the paperwork is complete we have started the claims process and the customer has agreed to process as we have explained it.Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

[redacted] I still have not resolved our problem. Republic has not sent anybody to fix the windows and said they would.

They do a FANTASTIC JOB. I had 4 other companies to pick and choose from. Republic West came in a little higher but in retrospect it was well worth to money.

Incredible, painless, quick, cleaned up before they left every night. Great experience.