Richmond Window Corporation

Review: May of 2015 I hired Richmond Window Corp to install a ProVia entry door and storm door. Within a matter of a couple of weeks after the installation I contacted Richmond Window Corp to inform them of an issue with the doors. Between the entry door and the storm door excessive heat being trapped, so hot in fact, the door handles are too hot to touch. I am concerned touching the handle could result in burns to the hands of anyone attempting to take hold of the door [redacted] My expressed concerns were met with condescending rudeness, the man shouted at me, “What do you want me to do about it” He even went as far as to attempt to explain away the heat by saying, “if I park my car in the driveway, the car is going to get hot.” My complaint has nothing to do with a car sitting in my driveway. I purchased an entry and storm door for my home not a vehicle! Without a satisfactory solution offered, In February of 2015 I took it upon myself to drive from Fredericksburg to Richmond to personally speak to the company owner, Page E[redacted]. I felt it necessary to speak directly to him face to face and make him aware of his employee’s attitude towards me and to try and come to a resolution to the issue I am having with the newly installed doors. To my dismay Mr. E[redacted] was equally as dismissive over the issue. After much banter between he and I, he offered a band aid solution and sent an installer to install a different glass in the storm door. As of today, the door is still retaining excessive heat, the replaced glass did absolutely nothing to resolve the issue August 15, 2016, Richmond Window Corp sent one of their installers to inspect the door again, and again I was met with condescending rudeness. I had in fact asked Page E[redacted] to come and see the issue first hand, but he opted to send a dirty installer in his stead, as a matter-fact he has avoided speaking to me at all and has had others do his bidding.Desired Settlement: Repair or replace doors

Business

Response:

Richmond Window installed 9 windows, one patio door, one entry door system with sidelights and a storm door for Mrs Thomas on August 17, 2015. The majority of her job was financed except a cash balance of $1027.00. On August 25 we last a message inquiring about the balance with no response. In September she called about the heat coming in through her storm door, which was making her entry door hot to the touch. Her entry door is steel, which will get hot in direct sunlight and her home has no shade whatsoever so it's virtually impossible to block the sunlight. Her original door was made of wood, which wouldn't have the same issues. That was all explained to her, but she wasn't satisfied with that answer. We suggested taking out the glass and using a screen insert so the heat wouldn't be trapped in between but she didn't want that option. We sent her samples of different glass tintings to choose from after getting recommendations from the manufacturer. After a few months of follow up with her, she decided to have us install a grey tint glass insert which would cut down on the transfer of heat from direct sunlight. In February I personally met with her and her two sons to go over the project and I let them know we wouldn't ask for the balance until late Spring after the weather warms up and we'll see how the new glass insert was working. Again numerous calls were made with no response until the first week of August when she called me when I was out of office but we did set a service call for 8/15 and the service technician reiterated everything stated from before, in that she has no shade at all and the sun bakes the front of her house during the day. I spoke with her afterwards and suggested once again that a screen insert would help and she said she'll let me know if she wants to do that. We been proactive since day one on trying to help Mrs Thomas even though there basically isn't anything we can do if she doesn't create shade on the front of her home. We still haven't received payment nor asked for it since February. I suggested she install an awning which help greatly Our assertion is that we did everything to satisfy the original agreement and all our products were installed with precision and operating as they should