Stewart Masonry

Initial Business Response / [redacted] (1000, 8, 2017/02/24) */ We are aware of the customer's concerns regarding their windows and we continue to work diligently to address themWe stand behind the product we have sold and the installation we providedAll of the windows we provided to this customer are first quality and are the best this manufacturer has to offerAt the customer's request we replaced one large window on the water side of the home and sent the original window back to the manufacturer for testingThey could not make the window leakThe customer has asked for some of the other windows to be replaced and they have been advised the cause of the issue needs to be identified before doing soWe have asked the customer to notify us when they see the windows actively leaking so we can send someone to investigateSeeing where the water may be coming from is crucial to recommending a solutionWe have a meeting scheduled with our customer next week and we remain committed to finding a resolution Initial Consumer Rebuttal / [redacted] (3000, 10, 2017/02/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have waited months and have not been able to finish our home and move in due to the windows that we bought and were installed by Ultimate Windows and Doors in [redacted] On February 27, Ultimate sent down [redacted] who works for them to do a water test that we requested and all the windows that were leaking before leaked in the testThey said they needed to see the windows actively leak not just the signs of water they had seen before and [redacted] saw that and told us the windows need to come out and be replacedOn February 28, [redacted] sends an email to say next week can you be available again so we can send an expert from [redacted] We have asked that these windows come out since when they were installed and saw issues with them but have been given the run around and never a solutionUltimate is trying to get out of doing what is right, we purchased theses windows and doors in good faith and had them installed by them thinking we made a good decision but this has cost us time and lots of money, our carpenter said in years of doing business and selling windows himself at one point he has never seen or heard anything quite like what we have been going through Final Business Response / [redacted] (4000, 25, 2017/04/05) */ We continue to actively work with the manufacturer and our customer to replace the windows all parties agreed toWe have had ongoing communication with our customer throughout this processTherefore, we will not be responding any further through this forum Final Consumer Response / [redacted] (4200, 27, 2017/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This just keeps going on and on, where is the quality control with this businessUltimate shows up with windows that are broke and can't install, we are told that on April th they will be back with the new windows, I ask [redacted] from Ultimate to email me a reminder that they are coming, with no word on Tuesday the day before [redacted] said they would be here I sent him an email, on the 12th, the day we had planned on them coming, I get an email back saying "the windows didn't show up so now it will be next week"This is not acceptable as we have waited months to get this resolved, had the floor company booked around the window installation and the cabinets ready to go in after the floor this weekAlso the window upstairs leaked after the last rain and we have the hardwood floors down in that room, with more rain forecasted we have to worry whether that floor will get ruinedUltimate has drug this out far too long, they make it sound like they are doing us a favour by replacing windows and doors we purchased and had installed by them that have leaked and been installed improperlyThey have not apologized or admitted that this whole mess has cost us a small fortune in time and money, all correspondence now has come from an employee not the owners, [redacted] or ***It's very apparent that customer care and appreciation is not a priority to Ultimate Doors & Windows in [redacted]

Initial Business Response /* (1000, 11, 2017/08/22) */
We sent our estimator to investigate the issue who was unable to determine the causeThe work was performed years ago and it would be impossible to definitively pinpoint the exact causeWe did offer to give the customer an estimate to
perform any necessary repairs, but that we could not do it at no charge
Initial Consumer Rebuttal /* (3000, 13, 2017/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My original post was incorrect, the work was performed in and not in and the issues were discovered in so it's been years and not the As for the cause, we have already had that discussion and I have it documented that the company was blaming the door manufacturer and not the installation, something to do with an improper sill/ thresholdAs for the quote, never received one

Initial Business Response /* (1000, 8, 2017/02/24) */
We are aware of the customer's concerns regarding their windows and we continue to work diligently to address them. We stand behind the product we have sold and the installation we provided. All of the windows we provided to this customer are...

first quality and are the best this manufacturer has to offer. At the customer's request we replaced one large window on the water side of the home and sent the original window back to the manufacturer for testing. They could not make the window leak. The customer has asked for some of the other windows to be replaced and they have been advised the cause of the issue needs to be identified before doing so. We have asked the customer to notify us when they see the windows actively leaking so we can send someone to investigate. Seeing where the water may be coming from is crucial to recommending a solution. We have a meeting scheduled with our customer next week and we remain committed to finding a resolution.
Initial Consumer Rebuttal /* (3000, 10, 2017/02/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have waited 14 months and have not been able to finish our home and move in due to the windows that we bought and were installed by Ultimate Windows and Doors in [redacted]. On February 27, Ultimate sent down [redacted] who works for them to do a water test that we requested and all the windows that were leaking before leaked in the test. They said they needed to see the windows actively leak not just the signs of water they had seen before and [redacted] saw that and told us the windows need to come out and be replaced. On February 28, [redacted] sends an email to say next week can you be available again so we can send an expert from [redacted]. We have asked that these windows come out since when they were installed and saw issues with them but have been given the run around and never a solution. Ultimate is trying to get out of doing what is right, we purchased theses windows and doors in good faith and had them installed by them thinking we made a good decision but this has cost us time and lots of money, our carpenter said in 30 years of doing business and selling windows himself at one point he has never seen or heard anything quite like what we have been going through.
Final Business Response /* (4000, 25, 2017/04/05) */
We continue to actively work with the manufacturer and our customer to replace the windows all parties agreed to. We have had ongoing communication with our customer throughout this process. Therefore, we will not be responding any further through this forum.
Final Consumer Response /* (4200, 27, 2017/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This just keeps going on and on, where is the quality control with this business. Ultimate shows up with windows that are broke and can't install, we are told that on April 12 th they will be back with the new windows, I ask [redacted] from Ultimate to email me a reminder that they are coming, with no word on Tuesday the day before [redacted] said they would be here I sent him an email, on the 12th, the day we had planned on them coming, I get an email back saying "the windows didn't show up so now it will be next week". This is not acceptable as we have waited 16 months to get this resolved, had the floor company booked around the window installation and the cabinets ready to go in after the floor this week. Also the window upstairs leaked after the last rain and we have the hardwood floors down in that room, with more rain forecasted we have to worry whether that floor will get ruined. Ultimate has drug this out far too long, they make it sound like they are doing us a favour by replacing windows and doors we purchased and had installed by them that have leaked and been installed improperly. They have not apologized or admitted that this whole mess has cost us a small fortune in time and money, all correspondence now has come from an employee not the owners, [redacted] or [redacted]. It's very apparent that customer care and appreciation is not a priority to Ultimate Doors & Windows in [redacted].