Surber's Windows & Doors

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Mr. Surber's response is full of half truths. Mr. Surber was aware same day of our dissatisfaction of the products through conversation with his installers. Conversation with my husband did not occur the next day, when my husband made a phone call to the office.  The install on the kitchen window, and the octagon window were done while my husband and I were out of the house. We were present for the dismantling of the old windows, but not install of the new.  When we returned, my husband immediately spoke to the installers regarding both the kitchen and bathroom (octagon) window. Both installers stated the measurements were incorrect, and with the casements being torn out completely the windows themselves should have been ordered of larger size. It took considerable amount of shimming to get the kitchen window installed, which has resulted in six different ledges visible inside. Multiple times the installers stated the window was too small for the space, never did the installers state it is standard practice to install in the manner they did.In regards to the patio door. As I previously stated in my initial complaint; what we were sold is not what we received. We were VERY clear with Patrick, the salesman, we wanted a three point locking door. We showed him pictures of what we wanted, and he assured us that is what we would get. We asked more than once if the door was standard size, and he said yes. With previous experience in our old home, we had to order a custom sized door. Patrick assured us since our home was newer the door was standard. We did not find out until after the installers ripped out the old door and went to install the new patio door that indeed we needed a custom door. The installers stated our opening was framed by the builder for French doors, not a patio door. Also, that is when we found out the "solid" door that Patrick sold us came in pieces and was not the door we thought we were getting. We declined the trim they were going to put into our home because the installers had intended to glue three pieces of plastic trim together at the top, and then install the wood trim. The wood trim did not match what is currently in our home. In regards to Mr. Surber stating in his response he deducted our bill without hesitation, that is a flat our lie and he knows it. Mr. Surber conducted himself in a very poor manner on the telephone and he knows it. He stated he was going to come to our home and go over the installed work because he did not feel a deduction was warranted. He then called back and stated he needed to get to the Indianapolis Home Show and requested my husband send him photos. My husband took photos of the kitchen window, octagon window and patio door and texted them to Mr. Surber. Mr. Surber did not respond to the text message, and instructed his installers to go ahead and deduct the $586.00 from the bill. I had no intentions of filing a Revdex.com complaint until less than a week later the trim began to come apart on the patio door, the glass on the patio door is scuffed, the hardware is crooked and the door does not want to close without force. The kitchen window "settled" and the trim is visibly uneven and looks poor. At no time did my husband tell Mr. Surber he was happy with the install. To add insult to injury, the windows and the door are now fogging. No other windows in my home fog like these do. All three products need to be replaced. The windows need to be of proper size, and the door needs to be what we ordered. As Mr. Surber stated to my husband; "A custom door would have run an extra $800.00". As my husband stated; "We would have paid an extra $800.00 to get a door that properly fit." Mr. Surber stated normally people do not do that. We would have, and even asked Patrick our salesman if that what was needed.I have attached pictures from this morning of the fogging. Only one side of the patio door fogs. Additional pictures of the poor quality of work can be provided to the Revdex.com. Mr. Surber already has the pictures.
Regards,
[redacted]  [redacted]

To Whom it may concern: This is in response to complaint ID [redacted]. To be honest, Mrs. [redacted] was unhappy prior to the installation. We delayed the installation due to an unforeseen family emergency that required my foreman to take a leave of absent for a few weeks.  My foreman would have normally installed this job since he measured the job.  She called into the office several times prior to scheduling her installation. It got to the point where my office manager could no longer handle the situation, so I personally called Mrs. [redacted] to tell her the reason for her delay. I expressed that we still had several older jobs in front of her, and we install by merit of order. I probably spoke out of place when I told her “squeaky wheel does not always get the grease” and every customer of mine is just as important.  This must have not set well with her since it was mentioned to my installers. I was not in the office on the day of installation for the [redacted]. I was setting up for the Indianapolis home show on Jan 16th and 17th.  I don’t keep track of what dates and times I speak with customers. I had a message to call Mr. [redacted] as I was on my way to the home show. He was upset with the octagon window fabrication. I offered to replace the window.  Since he did not want another window, I offered to remove it from the bill. I did have to hang up and call the vendor for them to authorize a credit. I did speak with Mr. [redacted] again. He is the one that came up with the $586.00 discount. He was very nice about the situation. He commented he understood being a small business that it is important not to lose money. The $586.00 came from him as he said he likes working with round numbers, leaving a $2600.00 balance. In the same conversation with Mr. [redacted], I offered to leave the home show and head directly to his house. He told me that was not necessary. I never spoke to Mrs. [redacted] about this installation. I only spoke with her for setting up the installation. I do know when I spoke with Mr. [redacted], I asked many times if he was happy with the overall installation, and I was told the installers did fine. I knew they did not like the trim for the patio door. The normal standard height patio door is 79.5” tall. Theirs was 81.5” tall.  I cannot speak for what my salesperson told them, but I am responsible for his actions. I attached the contract and you’ll see in the patio door section it calls for a foot lock with (2) locking points. So, I have to ask, if a three point locking system was discussed, and pictures were shown, why was the contract signed? We have a re-measure person handle the measures, not the salesperson.   My foreman measured again, and I can only go by his measurement and what was discussed with the homeowner at that time. Our contract does not state a custom size height on the patio door.  Our contract does not state to install a new window jamb or new casing. This must have been discussed with my foreman on the re-measure. My foreman’s notes for ordering state the size of window needed and to install a buck frame with new 2-¼” casing. I ordered exactly what is stated on this contract, and even added additional work not stated on contract. In closing, I have to say we all make mistakes.  We’ve been in business 37 years with only one other Revdex.com complaint. We strive to make sure the customer expectations are met. Somewhere there was a communication breakdown. Maybe my salesperson was not specific enough, or my re-measure person failed to cover exactly what was going to happen. There is the possibility the homeowner did not convey exactly their wants during the presentation. Like I said in my prior response, I offered to replace the octagon window.  Instead they took the $586.00 discount. Once I was told the patio door was a piece of sh$$, I offered to replace it. As for the patio door issues, we did not know they were having problems until the Revdex.com complaint. All of our products are backed by a lifetime warranty, and we have a free service policy for three years. We would have gladly gone to investigate the patio door. If deemed a warranty issue, I would have replaced the door. All these offers still stand to the customer.   Sincerely,     Charles Surber