Solar Supply Center, Inc.

Consumer sent the following response:
Hi this *** ***Complained ID ***I have read the response from ** the owner of solar WindowsHe is making things upHe makes his family members and his friends write positive things about the companyHe is a good talker and over exaggerate about his workWe were living in the house when he came in and we had the heat on when he came in to take.measurementin fact he told us we will do one window at a time so the cold doesn't come inside ur house and I know u have a newborn babyWhen we made the complaint he said he is gunna send his employees to take care of the problem and all they did put cocking and the outside of the WindowsThen we called him again he said he ll send them againThey showed up and witnessed the cold air coming thru WindowsThey shook their heads and said we ll let ** know about thisWe called called they never came backSo ** is saying basically we r is we can't tell if the Windows are locked or not or if they are opened or closedIsn't that a pathetic excuseWe hired an energy audit from demnion east Ohio gas company that indicated most of the problem is from the WindowsMy suggestion to ** is how about if u ** hire people to do the audits from illuminating company and from companies that r referred by the gas or the electric companyAnd if they say ur Windows are good ill pay for the fees for the auditorsthe Windows don't even have the right measurementAnd the audit report say there is leak from the windows not a windowThat means all the WindowsI have my neighbors and utility bills to prove that I was living in the house months prior to the installation Windows thePrice of the Windows was $9800, which is $for the small regular Windows and $for the Bay Window** says we purchased the windows days laterHow is that possible of the contract was signed on the 16th of October Did u have the Windows ready and u installed them right away same day
Consumer sent a separate email and pictures:
Hi, this is a response for complaint ID ***These are how the Windows looked like when it got real cold out side(these are the pictures we already shared on 10/24/14)
Another email response from the consumer:
Complaint ID *** It took the company' way after thanksgiving to install the WindowsAnd the fense he is talking about was done a year after the WindowsThe fense was done September He are somePictures of how the windows looked like after the cold hit.Clevelandwe have lived ILakewood and In ohio city which both cities are closer to the lake we never ever saw anything like thatBasicallyEverything ** said was untruthful** we need u to hire an audit company that is aproved by the illuminating company and if not the window we pay for the fees We paid for the company we hired thru *** and we proved its ur windowsWe tried to have the illuminating company do the same thingThey said if u already got one audit done Its gunna be the same thingSo ** prove us wrong and hire another.companyu can post everything I write on the Webb so other.people do fall in the same trapHe is a very professional layer

Business sent the following response via email Also sent a copy by fax along with a copy of the contract See attached.Hello Revdex.com We always work to satisfy all of our customers and we will continue to do so I am proud to say that our company is growing because of our commitment to providing excellent products with superior service We have built a huge client base and continue to build our business through customer satisfaction and referrals. Although we try to satisfy every customer, we cannot always agree with every customer Every customer comment you see on the Revdex.com is from actual customers not what Mr*** alleges without support Also, the windows cost $5,not $9,as stated by Mr*** Our contracts are always half down and balance upon completion Mr*** did not have half down and asked for special arrangements to be made for his windows installation He gave me $1,as first down payment towards the windows then he was to give $2,towards the 2nd Down payment for the windows lastly once the Bay Window was installed the balance of $1,which equals to $5, The 2nd down payment was going to happen once we install all the windows minus the Bay Window Bay Windows normally take a few weeks longer to get from the manufacturer However, we did get the Bay window almost the same time as we received the other windows This was our payment contractual agreement Mr***’s hired energy auditor has failed to provide us the percentage of air leakage to any of the windows that were tested Without this information, there can be no way to confirm which, what or if the windows are leaking It would be beyond helpful if Mr*** would provide the additional audit done by another contractor that gave detailed results regarding the windows so that we can figure out what is causing Mr***’s issues Additionally, we do not encounter window measurement issues However, I am still willing to figure out what is happening at Mr***’s home If it is a window installation issue, we will certainly take care of the issue The back and forth and finger pointing does not resolve anything If we are permitted to rationally deal with his issue, we can work to resolve the matter We ask before we move forward that he accepts the new proposal If the new proposal cannot be accepted then we thank the Revdex.com for helping us with this matter. New Proposal: Mr*** must accept that the Contract was for $5,total with materials and labor and not $9,800.00. Mr*** has mentioned that he was notified by the auditor that all the windows were miss measured We request that in writing by Mr***’s auditor with his signature We would like in writing what machines (model and make) were used on the windows or the house along with who performed the tests with the machines. We purchase our windows from our manufacturers You have warranty for your product and installation We will provide an energy audit from a Qualified Auditor approved by The Illuminating Company and/or *** The auditor will focus his efforts on finding any leaks regarding to your windows We will have window installers on site and our manufacturer’s representative at this test if he is available Mrand Mrs*** both must be present this day to verify the work being performedWe will fix any leaks that we find in front of you This way you can be fully satisfied that any found leaks were taken care of as long as they are from the windows and the inside frame it sits in If there are any defects to the window or windows then you have the option to exercise your warranty claim If the problem is coming from the windows or the installation, we will immediately correct such issues If this New Proposal is accepted then we will move forward once we receive the information requested in writing and then we will schedule the audit Regards, ** ***Solar Supply Center, IncPearl Road Parma Hts., OH 44130www.solarsupplycenter.com440-212-(Mobile-Cell)440-218-(Office)440-481-(Fax)...⇄

Business responded to complaint.  See attached.Business response also copied and pasted below by Revdex.com staff 10/23/14.Dear Revdex.com and Customers: As you can see from all of our other Revdex.com and [redacted] reviews, customer satisfaction and providing quality service and product is our number...

one goal.  We do the job right the first time and, although all products may have a defect from the manufacturer that is not detectable upon installation, we encounter very few issues with our manufacturer’s product and always correct any issue that may arise.  We have also repeatedly fixed and repaired poor installations done by other, big-ticket companies.  Our reputation is top-notch.  For these reasons, this customer’s review has caused us dismay and concern.  We would like to present our version of events, supported by facts and industry standards to stand by our work on this project.  We hope you consider our position and determine that this one review, amongst many overwhelmingly positive reviews, will not dissuade you from choosing and trusting our company to provide you an excellent product and experience.   This customer’s review states that they  purchased the windows for $9,800.00.  The purchase price for all windows, installation, and debris removal was $5,400.00, evidenced by a signed contract.  The purchase price included the following windows: 2 Double Hungs, 4 Two-Lite Slider Windows, 3 Three-Lite Slider Windows, and 1 Bay Window.  All windows are double pane, double strength glass, low-e and argon gas. Before the install date Mr. [redacted] called us to notify us that he had just installed brand new carpeting.  Although we had newer clean and sanitary drop cloths, we bought brand new drop cloths just for their home and covered all of the new carpet Mr. and Mrs. [redacted] had installed.  The customer further states that on October of 2012 he was looking for a window company to replace all the windows in the house he lived in which had old solid windows.” Mr. and Mrs. [redacted] never lived in this home prior to our installation.  They had just purchased the home at the end of September 2012, and purchased the windows 13 days later. They spent over a month painting, refinishing their cabinets, installing a new fence, updating their bathroom, getting granite countertops, installing new carpet, etc. The home was unoccupied when we installed the windows.. The customer goes on to state that as soon as we installed the windows, the house got really cold and that they used to keep the house thermostat on 70 degrees, but had to reset it up to 78 degrees.  Again, the customers had not lived in their home prior to the window installation.  There is no way they had to increase their thermostat temperature to 78 due to our windows replacing single-pane, wooden windows that had no protective casing on the exterior of the home.  The customers had not spent one winter day prior in this home prior to the window installation.  Their statement is simply not plausible. The customer also stated that “we would wake up in the morning we find the house iced cold and we had a newborn baby he started getting sick and back n forth to the doctors getting sick from the cold inside the house, I contacted ** the owner of solar windows he kept giving me stories about how cold it is outside stuff like that.”In fact, our owner himself went over to Mr. and Mrs. [redacted]’s home to see if there was an issue with cold air entering through a window.  When he arrived, the front casement window from the bay window was open, allowing the cold air to enter the home.  He went inside and asked them where are they feeling cold air coming from and the owner went into the bedroom as directed by the owner, the owner put his hand all around the window and felt no air at all.  At this time he was with Mr. [redacted] confirmed that he felt NO air at all and said in the morning its cold and the air was coming from the bottom of the window sill.  It was a windy day and no air was entering the home.  As we went on to look at other windows we found that the big, three-lite slider window in the back was unlocked and open too, then we went to other windows….more windows were unlocked and open in his house. He instructed the customer that if they don’t lock the windows and the interlock (what keeps the sashes sealed airtight) in the center is wide open and air will come in.  The customer also stated that in his review “2013 we had the worst winter the ice came all over the walls on the inside of the bedrooms and living rooms, we took pictures and sent them to **. ** 's answer was this a real bad winter and the heat inside the house is fighting the cold outside and that's why the ice is all over your walls. ok I said but how come it never happened when I had the old windows, ** responded because it never got this cold in the winter. I asked him if he can come look at it, he came and said its just a bad winter. then complained again he sent me two of his employees, the admitted something was wrong with the windows and said they will let ** know about what' s going on. I called ** so many times never picked up.” WE NEVER SHY AWAY from any of our customers.  Our company has received  thousands of referrals from satisfied customers.  This customer was never pushed off or ignored.  After Mr. [redacted]’s call, we sent 2 installers to the home, one of these installers was present the day of the install and knew this job well.  They inspected the windows.  The installers did not see any potential air leaks and did not identify any cold air entering the home.  Although it was not needed, the installers put extra caulk around the windows.  We encourage everyone to go to this link and learn about new windows vs old windows.  [redacted] WHAT IS THIS WATER ON MY WINDOWS?Water or frost on windows is condensation. Condensation is formed when warm moist air comes in contact with cooler dry air just as a bathroom mirror will “steam up” after a hot shower. The inside or outside of your window can sweat or fog because of temperature differentials.THEN WHAT’S THE CAUSE?The moisture in the air causes condensation. The reason you may observe more condensation in your home is because of modern energy efficient home building techniques and products.The insulation and construction materials used today are designed to keep cold air outside. This is especially true of new windows. While energy efficient designs and weather stripping keep cold air outside, they also keep warm moist air inside. Older window designs were less efficient, and consequently allowed moisture to escape.If you didn’t have as much condensation before replacing your old windows, it’s probably because they were drafty. Good windows and insulation all create barriers to the air exchange of a home. When combined with the additional water vapor (moisture) from showers, cooking, or from clothes dryers not vented to the outside, the result is excess moisture and a high relative indoor humidity level.Window condensation should only occur during extreme temperature differences and should be of a fairly small amount. During the winter months, condensation will be seen on the inside of the window. Condensation will present itself on the outside of the window during the summer months.If you find condensation between the two layers of glass in an insulated window, the airtight seal has probably been broken and the glass will need to be replaced.If there is too much moisture inside the home, you will find evidence during both the cold and warm seasons. Moisture spots on the ceiling or walls, peeling paint, rotting wood or delaminating plywood, moisture on exterior walls, fungus, mold or mildew growth are signs of a more serious moisture problem. Should you experience these symptoms, an expert heating & cooling contractor should be contacted in order to solve your problem.We had around 6 installers at this job including myself plus Mr. [redacted]’s father-in-law overseeing the install of the windows.  We were not one bit offended but happy that he was there to witness our performance.  Mr. [redacted] father-in-law never left site of this install. These windows came factory finished with ¾ inch foam insulation around every frame. The measurements of these windows were EXCELLENT and Ms. [redacted]’s father can attest to this.   The customer also stated that “this year it was only September it got cold already. I called [redacted] east ohio gas to come and do an energy audit on my house. got they energy audit done thru [redacted] east ohio gas and it failed, the first thing the auditor guy said change your windows. these are poor windows and some of them are not even the right measurements. the person who did the audit put on the report that the leaks and drifts is thru and from the windows. I sent the report to” Our company suggests that Mr. [redacted] get this audit done.  We gave him the website address and read to him several names of third-party energy audit companies which provide such testing and are approved by [redacted] and The Illuminating company.  We have experience with this program and a customer of ours in 2012 had an energy audit done before and after our install.  Our results were excellent.   A review of the audit report reveals that their attic is POORLY INSULATED and has other issues.  The report shows percentages of insulation and specific actions to improve these energy deficiencies.  The report states there is a natural gas leak at the furnace shut off valve.  The windows tests however, showed no specific rating at all, nor any corrective actions to improve the energy efficiency.  The report does not give any suggestions for “Actions or Savings” under the category:  Windows and Doors testing like the report does for others.  The report incorrectly states the glazing (double pane glass) is clear.  This is untrue as all the windows in this home have Low-E and Argon Gas.  However, at the end of his report the tester ([redacted]) mentions he finds the windows to be poorly installed and very leaky.  Unfortunately, it does not state which windows leak and where.   I wanted to know more information so I called the energy auditor [redacted], which conducted the energy audit. His tone of voice changed immediately after I introduced myself.  I asked him if he was able to tell me where the windows were leaking, how much air the windows are leaking, and what was the allowable percentage for air transfer for an operable window.  He said, “he cannot tell me where exactly the windows were leaking from, nor percentage of leak, nor what tests he did before and after to determine the windows are the problem.”  He would not answer my question.  He said: “I am sorry, but the owner said he does not like the windows you put in and all I did was a door blower test.”  Then [redacted] told me to look up door blower test and that he was very busy and averages about 45 of these tests per week. The fog test is part of the industry standard in audits because it reveals movement of air and the source of such movement. Without this test, there is no telling from where cold air is entering.    OUR OFFER TO MR. and Mrs. [redacted]: We purchase our windows from our manufacturers.  You have warranty for your product and installation.  We will provide an energy audit from a Qualified Auditor approved by The Illuminating Company and/or [redacted] who will perform a blower and fog test.  The auditor will focus their efforts on finding any leaks regarding to your windows.  We will have 2 window installers on site and our manufacturer’s representative at this test.  Mr. and Mrs. [redacted] both must be present this day to verify the work being performed. We will fix any leaks that we find in front of you.  This way you can be fully satisfied that any found leaks were taken care of as long as they are from the windows and the inside frame it sits in.  If there are any defects to the window then the manufacturer representative will be there to correct the defect.  If the problem is coming from the windows or the installation, we will immediately correct such issue.