Rosario's Installation Services/Dealer for Fairway Windows

They did a fantastic job - I shopped around and their prices are the best - they include the install and the haul away and no hidden or surprise charges. The work was done so professionally. Owner was very involved and the windows are super. Highly recommend.

Hi, I'm writing in response to case number [redacted].  My name is Gabe R[redacted], owner of Fairway Windows. I have received the formal complaint from Mr. [redacted].  In his letter Mr. [redacted] failed to inform you of some events that happened.  On 5/11/16, I went out there to look at what...

was thought was a service/warranty call.  He originally called us because there is a sticker on the windows that says fairway windows.  That window in particular was damaged by the storm the weekend prior to 5/11/16.  That window is next to another window in the same room.  When I got to the home, the house did not look familiar to me and neither did the windows.  Upon further investigation and looking at the sticker that said fairway windows.  It had become clear that the windows were sold by another person that is no longer in business, and Mr. [redacted] was not the original purchaser of the windows.  He bought the house years ago that came with the windows.  The person who lived there prior to Mr. [redacted]  bought the windows from the person who had the name fairway windows before I had anything to do with fairway windows.  I do not have access to that window in particular nor an account with that factory.  I told Mr. [redacted] this.  I also said that I will try to call vinyl kraft and see if I could get a part for Mr. [redacted], and if they charged me anything it would be like $50.00.  I also said to him, that if I could not get the part, I can get him a window from one of my manufacturers and he would have to just pay for a new window.  He said Ok.  So,  I contacted vinyl kraft and they give me a hard time at first because I'm not a dealer nor the owner of the windows. After going back and forth with them a week goes by just to find out that I can't get the bottom sash because the discontinued that particular series.  So, I order a window from Vista.  In the mean time, Mr. [redacted] and I speak and I inform him that I had to get him a new window and it would take a few weeks to arrive. I will call him when it arrives. In the mean time he calls our office several times after we told him numerous times that the has not arrived and we will call to schedule when it does.  (Now, keep in mind it takes 2-3 weeks for a window to get manufactured and shipped on average with any window company.  And all of the rain that we have had put us back 8 weeks. Our contracts say that a product will be installed 4-6 weeks unless other noted).  His window arrived on June 3rd.  I called and left message. We agreed on Friday June 10.  His window unfortunately came with the wrong grid pattern. What Mr. [redacted] doesn't realize is that once I submit my order form to the factory.  There is a person that keys everything in to the system in the factory.  The factory made an honest mistake. Anyway, I told PJ to install the window anyway because he had a broken window and atleast the window will not be broken, and I will get him the correct sashes asap.  PJ assured the customer that his sash would get ordered and collected the payment of $286 which is the cost of a new window.  So on Monday, I get the payment of the window and I put it on my desk and the check has been there ever since. Mr. [redacted] also called the office on Monday and spoke with my office manager.  She informed him that the sash was already ordered and we will contact him with it comes in.  Its due in on July 1. He expressed that he wanted a new window at a discount.  I said no, because once he gets his new sash the windows will match and he no longer would want the new one. If he still wanted the new window, I would get him one, but not prior because I would be stuck with the new window considering that we didn't want to pay for the first one.  I could see giving him a discount, if he originally bought the windows from me, but he didn't.  He didn't even buy the windows himself.  They came with the house.  I was not planning cashing his check until this was fixed.  If he would take the time to check his account he would know that. So technically I have not taken his money.  I have not called Mr. [redacted] until the sashes comes in because I tried to help him to begin with and now I feel like he is trying to take advantage of me. No other window company would have gone above and beyond and tried to help him get a warranty part.  They would have just sold him a new one. He also took the time to go to my facebook page a write a bad review which is entirely not true. I did not respond to it because, I feel like I'm the better person and I know that I have done nothing wrong.  I do not plan on selling him another window.  I will gladly fix the window once it comes and deposit the payment.

They did a fantastic job - I shopped around and their prices are the best - they include the install and the haul away and no hidden or surprise charges. The work was done so professionally. Owner was very involved and the windows are super. Highly recommend.

Review: Gabe R[redacted] took weeks to respond to our need for a replacement window damaged by a storm. When he finally came out, he indicated the price might be about $50 and that the window would likely be covered by warranty. Weeks later, he indicated he couldn't get that window and would get one from another supplier. I told him it was critical that it match the existing window beside the damaged one. Weeks and countless phone calls later he sent someone to replace it for $286. Unfortunately it was a 4 pane window not a 3 pane to match the existing window. I offered to buy a matching 4 pane window at a discount. Despite numerous phone calls, we have never had a reply from him. He simply does not return calls. Now we are left with two, side by side windows on the front of the house which do not match. In the next homeowners' association meeting I will tell everyone not to do any business with him.Desired Settlement: I want a discounted window to match the one he installed.

Business

Response:

Hi, I'm writing in response to case number [redacted]. My name is Gabe R[redacted], owner of Fairway Windows. I have received the formal complaint from Mr. [redacted]. In his letter Mr. [redacted] failed to inform you of some events that happened. On 5/11/16, I went out there to look at what was thought was a service/warranty call. He originally called us because there is a sticker on the windows that says fairway windows. That window in particular was damaged by the storm the weekend prior to 5/11/16. That window is next to another window in the same room. When I got to the home, the house did not look familiar to me and neither did the windows. Upon further investigation and looking at the sticker that said fairway windows. It had become clear that the windows were sold by another person that is no longer in business, and Mr. [redacted] was not the original purchaser of the windows. He bought the house years ago that came with the windows. The person who lived there prior to Mr. [redacted] bought the windows from the person who had the name fairway windows before I had anything to do with fairway windows. I do not have access to that window in particular nor an account with that factory. I told Mr. [redacted] this. I also said that I will try to call vinyl kraft and see if I could get a part for Mr. [redacted], and if they charged me anything it would be like $50.00. I also said to him, that if I could not get the part, I can get him a window from one of my manufacturers and he would have to just pay for a new window. He said Ok. So, I contacted vinyl kraft and they give me a hard time at first because I'm not a dealer nor the owner of the windows. After going back and forth with them a week goes by just to find out that I can't get the bottom sash because the discontinued that particular series. So, I order a window from Vista. In the mean time, Mr. [redacted] and I speak and I inform him that I had to get him a new window and it would take a few weeks to arrive. I will call him when it arrives. In the mean time he calls our office several times after we told him numerous times that the has not arrived and we will call to schedule when it does. (Now, keep in mind it takes 2-3 weeks for a window to get manufactured and shipped on average with any window company. And all of the rain that we have had put us back 8 weeks. Our contracts say that a product will be installed 4-6 weeks unless other noted). His window arrived on June 3rd. I called and left message. We agreed on Friday June 10. His window unfortunately came with the wrong grid pattern. What Mr. [redacted] doesn't realize is that once I submit my order form to the factory. There is a person that keys everything in to the system in the factory. The factory made an honest mistake. Anyway, I told PJ to install the window anyway because he had a broken window and atleast the window will not be broken, and I will get him the correct sashes asap. PJ assured the customer that his sash would get ordered and collected the payment of $286 which is the cost of a new window. So on Monday, I get the payment of the window and I put it on my desk and the check has been there ever since. Mr. [redacted] also called the office on Monday and spoke with my office manager. She informed him that the sash was already ordered and we will contact him with it comes in. Its due in on July 1. He expressed that he wanted a new window at a discount. I said no, because once he gets his new sash the windows will match and he no longer would want the new one. If he still wanted the new window, I would get him one, but not prior because I would be stuck with the new window considering that we didn't want to pay for the first one. I could see giving him a discount, if he originally bought the windows from me, but he didn't. He didn't even buy the windows himself. They came with the house. I was not planning cashing his check until this was fixed. If he would take the time to check his account he would know that. So technically I have not taken his money. I have not called Mr. [redacted] until the sashes comes in because I tried to help him to begin with and now I feel like he is trying to take advantage of me. No other window company would have gone above and beyond and tried to help him get a warranty part. They would have just sold him a new one. He also took the time to go to my facebook page a write a bad review which is entirely not true. I did not respond to it because, I feel like I'm the better person and I know that I have done nothing wrong. I do not plan on selling him another window. I will gladly fix the window once it comes and deposit the payment.

Consumer

Response:

I have reviewed the offer and/or 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

This is the first time either Gabe or his bookkeeper ever mentioned that he was getting and would provide a different sash to match the other window. I knew the $286 check had not yet cleared but had no knowledge that Gabe was still awaiting new sashes. If he will install corrected sashes, the problem will be resolved. This complaint could have been avoided had I known he was still working on it. NO ONE communicated that to me or my wife. I am sympathetic to the delays he faced due to all the rain and was not trying to be unreasonable. I just had the feeling that we were a "small" job and he was busy with larger projects and simply would not return my telephone calls. If Gabe will install the correcte sashes I will gladly withdraw the complaint and comments made. I do appreciate the extra effort he made to get us a window. Had he oor his bookkeeper maintained better telephonic communications with us, this all could have been avoided. Actually, I was very pleased with Gabe's initial response to our first call and the efforts he was trying to make. But it just seemed like we fell off the earth after that.

I do not recommend Fairway windows because the company sent a guy to replace windows in my house, but he installed them leaving gaps between the wall and window. the caulking was left with holes. I called Rosario to come back and fix it, however the guy came and did not fix it.