Initial Business Response /* (1000, 6, 2015/07/22) */
We have had three people, myself, the salesman and the painter try repeatedly to schedule the painting on the windows. We were told to put it on hold and he would contact us. We have not received any phone calls about the windows having any...
further problems. We will schedule the painting once we get a date. At that same time we will look at what is happening with the windows. We need access to see the problem and to paint. Please inform us as to when we can schedule this.
Thanks
[redacted] A. [redacted], Mgr
Walker Roofing Co
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My wife and I have left many voicemails and have even run into the "painter" at a local gas station here in town asking him what the status was of the painting. He said he was "waiting" for the weather to warm up. That has been the answer for all of this time. I now have over 100 emails and their corresponding threads to and from sales, management, and others from Walker indicating my frustrations to Walker and demanding resolution, with no customer satisfaction from Walker is ever in their priorities.
From the beginning the craftsmanship of the paint and trim was horrific, the windows did not function or lock correctly, hence the reason so many return visits for repairs, replacements, and reinstalling. The windows were randomly replaced around the house never repainted, some of which are AGAIN non-functional (windows do not lock WHICH IS AGAIN A SEVERE SAFETY ISSUE THAT HAPPENED BEFORE WITH THEIR WINDOWS). The original main issue was the safety of my children as the windows did not lock, nor secure as designed to keep my children safe.. So now once again the windows do not lock, the frames are detaching away from the walls inside and outside create air and water leaks, the windows were not completed per the contractual obligation based on installation failure, safety failure, and paint agreement per my Home Owners Association Requirements. I am in fear of the safety for my children when they sleep at night! I have wood dowels in the downstairs windows to ensure the windows cannot be opened and god forbid, something happen to my children!!
At this point, I will not have Walker come and repair the windows, as this would be the third time in 3 years. Windows should never need to be repaired or replaced in the first few years to begin with. I do not want their substandard installation, nor painting. I would like to use a contractor of MY choosing to get my home and family safe and to get my windows installed the way it was contracted to be from the beginning.
I now have additional photos and documentation from the first installation requiring repair and reinstall. More photos from the additional repairs and reinstall. And now even further photos and documentation from 3rd party, non-biased contractors, summarizing the need and safety requirements that must be accomplished. I feel it is more than fair for me as the consumer to request a 50% refund to use with a different contractor, instead of asking for a full refund which I would be entitled to; referencing a breach of contract action.
Final Business Response /* (4000, 10, 2015/08/06) */
We have attached three documents showing the different people who have repeatedly tried to arrange for this work to be completed. All three had tried numerous times. Both George [redacted], the sales person and the painter Jim [redacted] had talked to him and he did not want to schedule the painting. He also never told them about additional problems or worries about the safety of his family. Please see attached documents for verification of this response
1."To whom it may concern:
This is the statement from me personally, Stacy A [redacted], General Manager.
I had made several calls to schedule the last part of the work, which was painting, for Mr. [redacted] The last time we had communicated with him was when we came out and replaced the windows that he had previously reported as problematic. We knew we had to return to paint them. I made several calls to his home number and left numerous messages, trying to schedule the painting.
I personally never received any communication regarding scheduling the painting or any other issues regarding the windows. I also asked both George [redacted] the sales person and the painter, Moving Presentations. Jim [redacted] to attempt to make contact for access inside the house to finish this painting. Both indicated that they also had left numerous messages. Both George Wright and Jim [redacted] had indicated to me that they had connected with Mr. [redacted] and he was not ready to have the work done. His words were that he would call us to schedule when he was ready. We have not received a telephone call or e mail from him.
All three of us on separate occasions have attempted contact and attempted to schedule the work. None of us knew anything about further problems with the windows. We feel like we have done our due diligence in this case and will stand behind the problems that exist. We do need to be made aware of them.
We would be happy to look at his complaints that now exist after we repolaced the windows. We would have to make arrangements to get inside to address his concerns. I feel it is unfair for him to not respond to our calls and not tell us anything about the problems he feels exist and then ask us to refund his money. We always stand behind our work and will take care of each and every complaint.
Please call our office about any further questions at XXX-XXX-XXXX
Sincerely,
Stacy A. [redacted], Mgr
Walker Roofing Company, Inc."
2."To Whom this may concern:
My Name is James [redacted] I am the Owner/Managing Operator of Moving Presentations LLC Painting Co.
I am writing this letter upon request from Walker Roofing Inc as an attempt to clarify the facts regarding the window replacement project at the residence of [redacted].
My Company, Moving Presentations LLC was hired by Walker Roofing to Paint the windows at the [redacted] residence after installation.
I did so to the color as requested by Mr. [redacted].
Now, to my understanding, there were some issues with the windows that were installed and Mr. [redacted] is claiming that Walker Roofing was not diligent in their handling of the issues. Although, the fact of the matter was that Walker Roofing replaced a majority of the windows in order to please Mr. [redacted] even though the window warranty was voided by painting them as Mr. [redacted] had been informed.
There is a reason that I continue to work with Walker Roofing and George [redacted] I believe that like myself and the values of My company, Walker Roofing focuses wholeheartedly with respect and consideration for the customers needs and wants.
Now, while I was at the [redacted] residence I was made Privy to the level of dissatisfaction by Mr. [redacted] himself. So, I decided to go above and beyond in attempt to turn him into a happy customer by painting all of the interior window trim of the [redacted] residence, even though it was not part of the window installation agreement, or my agreement with Walker Roofing. While I was inside painting the trim, Mr. [redacted] continued his banter about his dissatisfaction.
Mr. [redacted] even stated that he was gonna “milk Walker Roofing for all he can get!â€. I didn’t think much of the comment at the time considering his level of frustration, but hindsight is 20/20 now and I can see what his intentions were all along.
After the new windows were installed, I made several attempts to contact Mr. [redacted] via telephone in order to set up a time to paint his new windows. With no luck in contacting him or no returned calls, I made a clear decision not to badger him about it and let him contact me when he was ready.
Then, the following spring, I happened to encounter he and his wife at a local convenience store. At that time, I mentioned that I would like to get over to his home to finish the painting of his windows. He gave me a very strange look and said that he liked them white and was going to keep them like that until the association made him change the color.
All of that being said, I hope this brings clarity regarding the true intentions and the lack of honest integrity of Mr. [redacted]
Sincerely,
James [redacted]
3."In July of 2012, [redacted] contacted me to replace the windows at his new residence at 1530 North Timer Ridge in Fridley. When we met, I was informed that the homeowner’s association required exterior window frame colors to match existing trim.
After considering the additional costs for colored vinyl window frames, Mr. [redacted] decided that he wanted white vinyl window frames that he could paint. In another effort to reduce costs, Mr. [redacted] asked that we allow him to install and paint the interior trim. The only interior work to be performed by Walker Roofing would be installation of bare or primed pine extension jambs.
On July 25, 2012, we entered into a contact with Mr. [redacted] to install 10 new windows with extension jambs. The interior casings and all painting were to be completed by other.
On July 26, Mr. [redacted] elected to add the installation of casing by Walker Roofing to the contact. After installation was completed, Mr. [redacted] decided to have Walker Roofing paint the exterior frames and sashes to match existing trim. This work was completed in October of 2012 at no additional cost to Mr. [redacted].
One year later Mr. [redacted] informed me that there were problems with the windows, and I met with him on October 30, 2013. On November 21, we met again, along with the representative from the window manufacturer, to assess the problems and plan corrective action. Mr. [redacted] was informed by the representative at that time that painting of the frames and sashes voided the manfacturere’s warranty. However, the representative agreed to replace some of the sashes, as required, and to have a technician adjust other sashes at no additional cost to Mr. [redacted].
On February 20, 2014, I met the window Manfacturer’s technician and a window installation team at Mr. [redacted] residence to replace some sashes, to adjust other sashes, to install some new interior stops and casing, and to replace the east window in the kitchen. Mr. [redacted] was not at home for completion of this work. He had provided me with the combination code to his front entry door.
Finally, on June 9, 2014, Walker Roofing installed new exterior stops to all of the windows. After that was completed, I called Mr. [redacted] a number of times to ask if he wanted to schedule painting of the new exterior stops, and the exterior of the new sashes and frames.
No work was ever scheduled by Mr. [redacted] before the winter. He has also never contact me since indicating that there were any issues with the replacement windows.
Sincerely,
George [redacted]
Final Consumer Response /* (3000, 13, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a clear resemblance of the work that Walker Roofing produces. The attachment that was attempted by Walker Roofing is not complete and "corrupt", therefore cannot be opened. The work they perform matches that of the complaint attachment they attempted. Incomplete and non-functioning.
I will not accept their offer any longer to repair or replace anything any longer. What they have repaired or replaced three times now has all needed to be repaired or replaced again. As previously stated, the locks no longer function, the gaps have created water and moisture issues, and the windows them selves are once again bowing. There 3 documents they state they attached may show a message thread of communication, but does not align with my frustrations, the companies frequent repair attempts, or the quality of work that was contracted.
My request again, is 50% refund in order to repair and replace what I currently have before I sell the town house. If this is not a reasonable request for Walker to complete, then I would like to see what they would be willing to work out keeping in mind repair by walker roofing is no longer requested. If this is not a reasonable request, or walker cannot counter with a willingness to satisfy the customer, then our hands are tied and litigation will need to commence. Litigation will be supported by all documentation of craftsmanship, damage, faulty installs, complaints, repairs, replacements, and contractual obligations that clearly is not met; photos will support all findings.
Initial Business Response /* (1000, 6, 2015/07/22) */
We have had three people, myself, the salesman and the painter try repeatedly to schedule the painting on the windows. We were told to put it on hold and he would contact us. We have not received any phone calls about the windows having any...
further problems. We will schedule the painting once we get a date. At that same time we will look at what is happening with the windows. We need access to see the problem and to paint. Please inform us as to when we can schedule this.
Thanks
[redacted] A. [redacted], Mgr
Walker Roofing Co
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My wife and I have left many voicemails and have even run into the "painter" at a local gas station here in town asking him what the status was of the painting. He said he was "waiting" for the weather to warm up. That has been the answer for all of this time. I now have over 100 emails and their corresponding threads to and from sales, management, and others from Walker indicating my frustrations to Walker and demanding resolution, with no customer satisfaction from Walker is ever in their priorities.
From the beginning the craftsmanship of the paint and trim was horrific, the windows did not function or lock correctly, hence the reason so many return visits for repairs, replacements, and reinstalling. The windows were randomly replaced around the house never repainted, some of which are AGAIN non-functional (windows do not lock WHICH IS AGAIN A SEVERE SAFETY ISSUE THAT HAPPENED BEFORE WITH THEIR WINDOWS). The original main issue was the safety of my children as the windows did not lock, nor secure as designed to keep my children safe.. So now once again the windows do not lock, the frames are detaching away from the walls inside and outside create air and water leaks, the windows were not completed per the contractual obligation based on installation failure, safety failure, and paint agreement per my Home Owners Association Requirements. I am in fear of the safety for my children when they sleep at night! I have wood dowels in the downstairs windows to ensure the windows cannot be opened and god forbid, something happen to my children!!
At this point, I will not have Walker come and repair the windows, as this would be the third time in 3 years. Windows should never need to be repaired or replaced in the first few years to begin with. I do not want their substandard installation, nor painting. I would like to use a contractor of MY choosing to get my home and family safe and to get my windows installed the way it was contracted to be from the beginning.
I now have additional photos and documentation from the first installation requiring repair and reinstall. More photos from the additional repairs and reinstall. And now even further photos and documentation from 3rd party, non-biased contractors, summarizing the need and safety requirements that must be accomplished. I feel it is more than fair for me as the consumer to request a 50% refund to use with a different contractor, instead of asking for a full refund which I would be entitled to; referencing a breach of contract action.
Final Business Response /* (4000, 10, 2015/08/06) */
We have attached three documents showing the different people who have repeatedly tried to arrange for this work to be completed. All three had tried numerous times. Both George [redacted], the sales person and the painter Jim [redacted] had talked to him and he did not want to schedule the painting. He also never told them about additional problems or worries about the safety of his family. Please see attached documents for verification of this response
1."To whom it may concern:
This is the statement from me personally, Stacy A [redacted], General Manager.
I had made several calls to schedule the last part of the work, which was painting, for Mr. [redacted] The last time we had communicated with him was when we came out and replaced the windows that he had previously reported as problematic. We knew we had to return to paint them. I made several calls to his home number and left numerous messages, trying to schedule the painting.
I personally never received any communication regarding scheduling the painting or any other issues regarding the windows. I also asked both George [redacted] the sales person and the painter, Moving Presentations. Jim [redacted] to attempt to make contact for access inside the house to finish this painting. Both indicated that they also had left numerous messages. Both George Wright and Jim [redacted] had indicated to me that they had connected with Mr. [redacted] and he was not ready to have the work done. His words were that he would call us to schedule when he was ready. We have not received a telephone call or e mail from him.
All three of us on separate occasions have attempted contact and attempted to schedule the work. None of us knew anything about further problems with the windows. We feel like we have done our due diligence in this case and will stand behind the problems that exist. We do need to be made aware of them.
We would be happy to look at his complaints that now exist after we repolaced the windows. We would have to make arrangements to get inside to address his concerns. I feel it is unfair for him to not respond to our calls and not tell us anything about the problems he feels exist and then ask us to refund his money. We always stand behind our work and will take care of each and every complaint.
Please call our office about any further questions at XXX-XXX-XXXX
Sincerely,
Stacy A. [redacted], Mgr
Walker Roofing Company, Inc."
2."To Whom this may concern:
My Name is James [redacted] I am the Owner/Managing Operator of Moving Presentations LLC Painting Co.
I am writing this letter upon request from Walker Roofing Inc as an attempt to clarify the facts regarding the window replacement project at the residence of [redacted].
My Company, Moving Presentations LLC was hired by Walker Roofing to Paint the windows at the [redacted] residence after installation.
I did so to the color as requested by Mr. [redacted].
Now, to my understanding, there were some issues with the windows that were installed and Mr. [redacted] is claiming that Walker Roofing was not diligent in their handling of the issues. Although, the fact of the matter was that Walker Roofing replaced a majority of the windows in order to please Mr. [redacted] even though the window warranty was voided by painting them as Mr. [redacted] had been informed.
There is a reason that I continue to work with Walker Roofing and George [redacted] I believe that like myself and the values of My company, Walker Roofing focuses wholeheartedly with respect and consideration for the customers needs and wants.
Now, while I was at the [redacted] residence I was made Privy to the level of dissatisfaction by Mr. [redacted] himself. So, I decided to go above and beyond in attempt to turn him into a happy customer by painting all of the interior window trim of the [redacted] residence, even though it was not part of the window installation agreement, or my agreement with Walker Roofing. While I was inside painting the trim, Mr. [redacted] continued his banter about his dissatisfaction.
Mr. [redacted] even stated that he was gonna “milk Walker Roofing for all he can get!â€. I didn’t think much of the comment at the time considering his level of frustration, but hindsight is 20/20 now and I can see what his intentions were all along.
After the new windows were installed, I made several attempts to contact Mr. [redacted] via telephone in order to set up a time to paint his new windows. With no luck in contacting him or no returned calls, I made a clear decision not to badger him about it and let him contact me when he was ready.
Then, the following spring, I happened to encounter he and his wife at a local convenience store. At that time, I mentioned that I would like to get over to his home to finish the painting of his windows. He gave me a very strange look and said that he liked them white and was going to keep them like that until the association made him change the color.
All of that being said, I hope this brings clarity regarding the true intentions and the lack of honest integrity of Mr. [redacted]
Sincerely,
James [redacted]
3."In July of 2012, [redacted] contacted me to replace the windows at his new residence at 1530 North Timer Ridge in Fridley. When we met, I was informed that the homeowner’s association required exterior window frame colors to match existing trim.
After considering the additional costs for colored vinyl window frames, Mr. [redacted] decided that he wanted white vinyl window frames that he could paint. In another effort to reduce costs, Mr. [redacted] asked that we allow him to install and paint the interior trim. The only interior work to be performed by Walker Roofing would be installation of bare or primed pine extension jambs.
On July 25, 2012, we entered into a contact with Mr. [redacted] to install 10 new windows with extension jambs. The interior casings and all painting were to be completed by other.
On July 26, Mr. [redacted] elected to add the installation of casing by Walker Roofing to the contact. After installation was completed, Mr. [redacted] decided to have Walker Roofing paint the exterior frames and sashes to match existing trim. This work was completed in October of 2012 at no additional cost to Mr. [redacted].
One year later Mr. [redacted] informed me that there were problems with the windows, and I met with him on October 30, 2013. On November 21, we met again, along with the representative from the window manufacturer, to assess the problems and plan corrective action. Mr. [redacted] was informed by the representative at that time that painting of the frames and sashes voided the manfacturere’s warranty. However, the representative agreed to replace some of the sashes, as required, and to have a technician adjust other sashes at no additional cost to Mr. [redacted].
On February 20, 2014, I met the window Manfacturer’s technician and a window installation team at Mr. [redacted] residence to replace some sashes, to adjust other sashes, to install some new interior stops and casing, and to replace the east window in the kitchen. Mr. [redacted] was not at home for completion of this work. He had provided me with the combination code to his front entry door.
Finally, on June 9, 2014, Walker Roofing installed new exterior stops to all of the windows. After that was completed, I called Mr. [redacted] a number of times to ask if he wanted to schedule painting of the new exterior stops, and the exterior of the new sashes and frames.
No work was ever scheduled by Mr. [redacted] before the winter. He has also never contact me since indicating that there were any issues with the replacement windows.
Sincerely,
George [redacted]
Final Consumer Response /* (3000, 13, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a clear resemblance of the work that Walker Roofing produces. The attachment that was attempted by Walker Roofing is not complete and "corrupt", therefore cannot be opened. The work they perform matches that of the complaint attachment they attempted. Incomplete and non-functioning.
I will not accept their offer any longer to repair or replace anything any longer. What they have repaired or replaced three times now has all needed to be repaired or replaced again. As previously stated, the locks no longer function, the gaps have created water and moisture issues, and the windows them selves are once again bowing. There 3 documents they state they attached may show a message thread of communication, but does not align with my frustrations, the companies frequent repair attempts, or the quality of work that was contracted.
My request again, is 50% refund in order to repair and replace what I currently have before I sell the town house. If this is not a reasonable request for Walker to complete, then I would like to see what they would be willing to work out keeping in mind repair by walker roofing is no longer requested. If this is not a reasonable request, or walker cannot counter with a willingness to satisfy the customer, then our hands are tied and litigation will need to commence. Litigation will be supported by all documentation of craftsmanship, damage, faulty installs, complaints, repairs, replacements, and contractual obligations that clearly is not met; photos will support all findings.