Southwest Sunroom & Window

I recently purchased a complete front door and sidelights from Southwest Sunroom. The entire team from my first contact have been available and helpful. My door was installed early July. The installation crew did a fantastic job, very professional and quality work. The crew was neat and clean and very polite. I am very happy with my decision to work with Southwest Sunroom.

The entire team at Southwest is incredible! There was a great line of communication from start to finish. These guys pay attention to the details and customize everything to what you want. They set a high bar of quality and met their own expectations as well as ours. We now have a gorgeous room to share with our family and friends and we couldn't be more thrilled!!!

The people and the products at Southwest are excellent. We went in with an idea, they turned it into a true asset to the day-to-day enjoyment of our house. We liked the sunroom so much that we had another one added to the front of our house. In addition to sunrooms they have installed motorized awnings and shades.

I recommend them with a complete endorsement and no hesitation.

[redacted] and his staff just completed installation of a 20 ft. Dropdown sunscreen and a 20 ft. Sunsetter awning at my home on Smith Mt. Lake. It was a tough installation and the overall results were very satisfying.It was done in a professional manner and we are very satisfied.

They just completed a patio roof installation. Great work, very professional team of workers, job was finished on time and exceeded our expectations for quality, appearance, and functionality. Would absolutely use them again.

The best Business I've had the pleasure of working with. Put up a Sunsetter awning and it is perfect.

All the people were extra nice and answered all my questions. LOVE MY SUN SETTER. [redacted]

Review: When we purchased the storm doors, September 29, 2014, the salesman came out to the job-site. In addition, I was given a brochure that detailed the storm door we came to and he put an asterisk above it. This was on pg. 9. The "Storm Door Construction" details are on page 3. The “Deluxe Storm Door specifically says on line 4 of the bottom half of the page, “the bottom sweep eliminates drafts” and then specifically says the sweep is a “double” sweep. Pg. 8 says "DELUXE SERIES STORM DOORS INCLUDE: Double seal bottom sweep"

This was important to us because of energy efficiency. Otherwise, why not put in a cheaper door, i.e the [redacted] storm door which only provides 1 (one) sweep and would have cost less money??

When I did speak to the owner/salesman, [redacted], in the middle of November. (He was the salesman who came to our house) I complained to him by telephone that the bottom sweep the installer is providing had only a single blade and not a double as it showed in the brochure. He said he had just called the company and they told him there was no double blade provided on an "expandable" door. We were never told that this "expandable" style would change the construction of the door. We were NOT made aware of any other difference nor were any change(s) communicated from the salesman’s mouth about these storm doors and the absence of a double sweep. He is the owner of the company and should have known his products! If he could not meet the demands of the customer, he should have said so. Instead of walking away from the sale because his company could not do the work, it is as if he sold us the doors and he would do what he could with what he had. When I spoke to him on the phone, I asked him why he did not explain this to us while he was sitting with us and he said “it was never brought up.” I asked him, how we would know "to bring it up" if we were not familiar with an “expandable door” and the changes affecting the bottom sweep? I told him that he was responsible for advising us since he was the owner/salesman and he should have been familiar with the storm doors he sold us! He mislead us. The salesman was negligent in explaining that the product he sold us would be different than the one he installed. I.e. the "expandable" storm doors we purchased did not include the double sweep as shown in the catalog. Why wasn't this mentioned?? This was important to us because it would help with eliminating drafts. Secondly, and most importantly, before the installer left the jobsite, I looked at both doors more thoroughly. I pointed out several problems to the installer. He didn't act as though he wanted to stay and fix them so I asked him to pass it on to the owner. That was on a Saturday. I never heard back from the owner! I believe it was Tuesday of the following week that I sent him an email. (Would I have heard back from him had I not contacted him?) Nevertheless, I told him I was contacting the Revdex.com. His response? He sent me an email stating I needed to pay him the majority of the balance before he would send the installer back to the house "to take care of what he needs to do." This is just plain wrong! That installer should have been sent back immediately or at least on Monday. It seems wrong to pay the balance first, before he will send out the installer to finish the job. We had already paid over 700.00 down back in September and he is asking for an additional 683.05 before he will return the installer? This seems unethical since the balance is generally paid when the work is completed. This job was NOT completed. The problems included the following; The "Handle set" and "Deadbolt" were not put on consistently between the two doors. In other words, on one storm door the deadbolt was placed on top, with the handle on the bottom and on the other storm door, the deadbolt was placed on the bottom, with the handle on the top. (We have two other storm doors very similar to the [redacted] i.e, very similar hardware and they appear to set right, and they were not put on with these problems. Neither have such large gaps between the door and frame) Secondly, the installer did not install the appropriate "screwpacks" that were included with the dead bolt and handle set. The installer is using plastic to hold the lock in place which does not allow for the security it was designed to accomplish. I contacted the company ([redacted]) and requested a copy of all parts included in the install. I received a photo copy of their parts list and was advised by the customer service person that they SHOULD HAVE been installed because they are a part of the security. Photos will be made available. Thirdly; the installer did not let me know the door handle was blocking the storm door so he had to improvise the storm door and it now sets with the appearance that the door is open. (In fact, both storm doors he installed appear to be open and have at least a half inch gap between the frame and the storm door.) Had he told me about the alleged door lock being a problem, I could have fixed this problem by removing the door handle and replacing it with a different lock. What was the excuse for the gap on the other door? Nevertheless, I also complained that the "single" sweep was not flush to the ground. He stated the concrete was not even and he would have recommended a threshold below the storm door to solve the problem. But because there was no threshold, he said there was nothing he could do. Fourthly, it appears the hole for the deadbolt lock was not drilled correctly and thus, the deadbolt sits at an angle. And, you can see a part of where the hole was drilled that the deadbolt should have covered. Again, we pointed this out to the installer, but he left the job site anyways.

As I said, the owner never contacted me even though I asked the installer to communicate my dissatisfaction with the install. I feel as if the product was not a good fit for my situation, but the company thought they would improvise/manipulate the door in order to make the sale. If I am wrong, then they did a terrible job and I want it to look like it did in the brochure.

On a side note, other problems that bothered us were the following; the installer drilled the storm door over a drain where small pieces of metal dropped all over the place. Why he didn't put a drop cloth over the drain I don't know. I can only hope pieces of the metal shavings were unable to make it into the drain and cause future problems. To add insult to injury, he left the shavings all over the ground and WE had to clean them up.

Also, the installer was supposed to be at the jobsite on Friday, the 28th at around 0930. He could not be here at 0830 because he had to go and pick up the threshold from [redacted]. (Was it really appropriate for them to wait six weeks to pick up the threshold?) Nevertheless, he did not arrive until 1030 that morning. On the following day he told us he would be at the jobsite at 1030. He did not arrive until 1130. He was late both days so we had to work around his tardiness.Desired Settlement: The business has the responsibility to make the doors set right inside the frame and the lockset/handle installed as per factory designs. The signature on their email says "We are an Energy Star partner and offer products which incorporate state-of-the-art technology for maximum performance, durability and energy savings." Pray-tell, how a job like this can be energy efficient?

I think the door to the stairwell basement should be replaced altogether if they cannot make it right. Both doors have a large gap between the frame and door and need to be addressed. A threshold should be added to the basement stairwell door as the installer advised in order to make it set flush.

The locks are just wrong and need to be fixed! I think an install manager should be the one to do the install because we are not happy with the installer they sent out. If they cannot make it right then pay another company to fix/finish the job correctly or refund us for the door install so we can pay someone to fix them. have to wonder now if [redacted] would have done a better job? After all, they were under 1500.00 for the same doors and may have done a better job with the install. Maybe we can have them fix the problems and Southwest Sunroom can pay them? That may be another option.

Business

Response:

We have settled this matter with Mr. [redacted]. See attached copy of our e-mail to him on 12/04/2014..... our check was sent 12/09/2014.We just received a copy of your complaint to the Revdex.com. We are sorry for the many issues you feel you have with both the doors and the installation. I must say that [redacted] is probably one of the best installers in the area, and has over 20 years experience. Usually all we hear are compliments from our customers regarding his workmanship. Anyway, at this point there is probably nothing that we could do to make you happy. So, as you suggested for desiredsettlement, we will be giving you full credit for the cost of installation which is $250.00. We will have a check in the mail to you by the first of next week.Current balance.... = $76.00Additional credit....= $174.00Total credit...........= $250.00[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this was a no win situation for me.

They took it upon themselves to bypass the Revdex.com and contact me directly, and then told the Revdex.com they worked it all out. Note their letter stated "We have settled this matter with Mr. [redacted]." Really? That's news to me that I accepted their settlement. At what point did the Revdex.com mediate the problem? You didn't even ask for pictures. I now own a storm door that allows airflow through the bottom because it has only 1 floor sweep which does not rest flush with the ground it sets on. And, what about the installation that was done half assed by leaving a gap on the left side of both storm doors? The gap is in BOTH doors. In addition to the one door efficiency, the door lock is simply resting on a piece of plastic which can be broke with the right tools. I will have to put a new security door at that location in order to ensure security and energy efficiency.

Shame on the Revdex.com for their flawed process in achieving a just resolution. Note the company's response which said "Anyway, at this point there is probably nothing that we could do to make you happy." HE DIDN'T EVEN TRY TO RESOLVE THINGS in order to make me happy!!! To add insult to injury, the Revdex.com didn't even help with an attempted resolution toward the problems. Nevertheless, I will accept his partial refund for 1 of the 2 storm doors. It's better than nothing. It will become secure when I put on a new security door. I should not have to pay for the install of a door that was not put on correctly and according to the photos in factory brochures.

Consumer

Response:

I have reviewed the response offer 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,

We had replacement windows and a sunroom installed by Southwest Sunroom &Window Co. The entire process has been smooth and professional. The work is done and completed as expected. We would recommend this company without any hesitation!

I find professionism in salesperson and the installers. Everything was handle with care and made sure I was satisfied with the project. They follow thru on everything with me.

Excellent experience from beginning to end. Came soon after calling, and was very consultative on the product decision. Installation staff very professional and cleaned up upon finishing. We had one problem with the keys to the storm door installed, and someone came within a couple of days and rectified the problem. I would recommend them to anyone.

My husband and I are very happy with our patio cover. [redacted] was very professional and helpful. We would definitely recommend this company and product. The service was excellent and the product is top quality.

PROJECT WAS FOR A YEAR ROUND SUNROOM..DIMENSIONS 11'X20'. BUILT ON CONCETE SLAB. IF YOU WANT MORE WINDOWS THAN WALLS THIS IS THE PRODUCT. WE WERE LOOKING FOR THE OUTSIDE TO BE INSIDE AND THE RESULTS WERE MORE THAN PLEASING. SALE PERSON AND PROJECT PERSONS VERY PROFESSIONAL AND PERSONALABLE. CUSTOMER SATISFACTION TOP PRIORITY. WORK DONE TO PERFECTION FROM PERFECTIONEST. PURCHASED TOP OF THE LINE PRODUCT FROM THEM. AS THERE ARE SEVERAL LEVELS OF FOR QUALITY PRODUCT AVAILABLE.