The Window & Door Factory

Hi ***, Yes I would like a response from the business to this complaint Thank you, [redacted]

I have replaced wll the windows and doors in four different homesEach time before, it was a pleasent and competant experience This was the farthest from the truth with this company The installation was a disaster, broken glass left behind, caulking slopped all over the stucco, and several windows and sliders were installed backwards or upside downThey never offered a walk thru I withheld final payment until issues were corrected, but since I do not live in the house, other problems were discovered after final payment It has been SIX months since original installation and these problems have never been corrected even after many e-mails and unreturned phone messagesCustomer service and satisfaction were non-existant They also included a 10% refund in the written contract if not finished on May 18th

12ftsliding door to be replaced on 8/1/ Business said it would be Weeks Paid half down $Which was cashed I have not been able to get a return call from them, no returned check, it is now 10/19/

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] I'm glad they accepted the fact that they should have initiated communication instead of the other way around

Revdex.com: I have reviewed the response 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, [redacted]

I ordered my windows in October 2015, wrong measurements were taken, thus a new reorder had to be completed when they brought the window for installation To date no new window Dec I found out the original company sold out, and this new management is a far cry of what was provided by the original owners Pick a different company for your window needs

Ms [redacted] , >We are very happy that you have chosen The Window & Door Factory for your window and patio door replacement project in your home We sincerely appreciate this opportunity to respond to you and hope to make you happy We are disappointed with your Revdex.com post, your opinion on the product that we provide, the manufacturer behind the product, and how this reflects on our business practices I don’t know how you arrived at your conclusions, but I want to clarify what you’re receiving The product that we have provided you is NOT manufactured in China The product is manufactured in Los Angeles, and tested in the same certified testing labs that all of the other window manufacturers use These are American testing labs in the USA The majority of the materials used in this product are made in the USA and Canada The design of the window that we sold you was derived from our signature product, the Solana I window It was derived and designed with close collaboration between us and the owner of Value Windows Therefore, it’s called the Solana II It’s our next generation window We are very proud of this window I have been to their manufacturing plant numerous times Although I don’t walk up and ask to see green cards or proof of citizenship, we must assume these are American workers Many nationalities are represented in their labor force as well as ours Because of the success of this company and their devotion to quality, they have grown exponentially and are providing many jobs for AmericansThey are a very good partner of ours The service rep from Value that came out to see you was born in San Diego and he has been working in conjunction with us for a few years I hope this alleviates your concerns and puts you at ease so you can fully enjoy your fabulous new windows and patio doors for years to come [redacted] General Manager

Revdex.com: Yes they did finally cancel the contract & did refund our moneyOur issue though is that from what we can gather, the Revdex.com will keep them accredited without addressing the concernsYou also won't go to online complaints posted with the same issues that we hadThese people are not in any way the type of business we feel that the Revdex.com would want to have using their logoFrom a call to the Revdex.com we really feel that you folks get paid by companies & just worry that whatever concerns people have you let them goResponding to a complaint isn't necessarily agreeing with the process.How many other people are going to fall into their trap to try to get a door & find that it may never come before you folks open your eyes???? Thanks for truly nothing -- the cancellation came after we contacted an attorneyI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards not necessarily warm ones though [redacted]

The installation has been delayed on the customer home for only one reason...they didn't pay the structural engineer to calculate the framing requirements for the construction or to pull the permitUntil we had approved plans from the city, we are unable to perform the work by law and per the
homeowners associationFortunately, the customer finally gave the structural engineer a deposit and the process has begunWe have already installed the other doors and windows that were part of the agreement, plus we have purchased the remaining windows that need to be installedAs soon as the customer makes final payment arrangements with the structural engineer and we have the green light from the city, we will be able to complete the job in a 24-hour time frame.
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We sincerely appreciate the concerns of the customer and strive to improve our customer service if it ever falls short All suggestions are taken seriouslyThe facts of our previous response remain and we worked out the best deal possible for the customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below The estimate to repair the window from the service tech was $250. He even called his office prior to giving me the written estimate and got their ok. I also mentioned in my complaint the totally inept service provided by the company as a whole. I expected to pay what was estimated no matter that I was a customer of the previous company named The Window Factory. They rarely returned my calls, the office manager did not order the window after we paid the required amount via credit card the day we were given the estimate, the service technician not showing up when scheduled, ordering the wrong window and taking almost two months to complete the repair. I can not believe they think they provided a quality product and service. Their response did not address any of these issues.
Also they did address the issue of advertising on their phone that they have been in business since the late 1990's. The name is the same but the owners and the business license is different, and the present company has not provided service to the number of people claimed on the telephone ad I believe the company provided extremely poor service, did not address my issues and I still believe I am due a $refund since their written estimate that I have a copy of states that the price would be $
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
The owner of Window Factory doesn't explain why there is advertising on their websiteTheir sales rep also misrepresented the companyWe received bids for windowsWe went with The Window Factory because we were led to believe that everything was local and handled by the company in San DiegoAs of today, I still don't have patio doors, bathroom window and a house full of screensIt's been in the 80's and I haven't been able to open my windowsThe installers, which aren't employees of the Window Factory, called to schedule the installation of the patio doors and bathroom windowThey stated that they still haven't received the screensI requested that they hold off until the entire shipment arrived - that was over a week agoMy complaint isn't with the installers, they seem to be just as disappointed as I am with the piecemeal arrival of windows and shoddy measuringHere is the misleading text on The Window Factory's website that led my husband and myself to believe we were working with a company doing business locally:
We are a full-service company.Your windows and doors will be manufactured and installed entirely by The Window & Door Factory, which helps ensure a higher quality product and more knowledgeable serviceWe manufacture our windows locally.The Window Factory manufactures our premium windows locally, which allows for better oversight and quality throughout the processOur Southern California factory uses the best procedures and materials to make windows that will remain beautiful for decadesWe sell direct to customers.Working with a company that sells direct means that you will receive high-quality windows at a lower price
Thank you,
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Customer has been contacted and we are going to replace the screen

Mr***,
The complaint is not against any products or services that you purchased from The Window & Door Factory We purchased the assets of The Window Factory, Inc., including the url Since we have access to your records and some/all of the service parts you
may or may not need, we would be happy to service you at our rates for that area Please give us a call if you would like to have us perform the serviceSincerely,
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We purchased sliding glass doors and window from this company several years ago and one of the reasons we chose them in the first place was because they offered a LIFETIME of free re-screening our screens This was a huge selling point because we had pets and children Then, the company changes ownership and now they want to charge us for fixing our screens We have a legal signed contract that the 'new owners' will not honor I could understand changing the policy for future customers but to not honor an existing contract for a previous customer....to me, that's just BAD business Buyer Beware

Please see attached letter to customer from April, 2014. These cracks at top and bottom of his French door were not
a Window Factory problem, but caused by customer or customer’s add on doggie door
Let me know what else I can provide
Thanks
*** ***

Of course it was unfortunate that the job took so long, however, after our shutter vendor made an error on the order, we were at...

their mercy on the remake. In addition, Ms. [redacted] delayed the process with her inability to be available for us and our shutter vendor to work at the home. Had she been more cooperative, this project would have been completed 90 days ago. It's impossible to finish a job quickly if the customer won't schedule us to return to her home for 3-4 weeks at a time.

Revdex.com:
Yes they did finally cancel the contract & did refund our money. Our issue though is that from what we can gather, the Revdex.com will keep them accredited without addressing the concerns. You also won't go to online...

complaints posted with the same issues that we had. These people are not in any way the type of business we feel that the Revdex.com would want to have using their logo. From a call to the Revdex.com we really feel that you folks get paid by companies & just worry that whatever concerns people have you let them go. Responding to a complaint isn't necessarily agreeing with the process.How many other people are going to fall into their trap to try to get a door & find that it may never come before you folks open your eyes????
Thanks for truly nothing -- the cancellation came after we contacted an attorney.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards not necessarily warm ones though
[redacted] [redacted]

I have replaced wll the windows and doors in four different homes. Each time before, it was a pleasent and competant experience. This was the farthest from the truth with this company. The installation was a disaster, broken glass left behind, caulking slopped all over the stucco, and several windows and sliders were installed backwards or upside down. They never offered a walk thru. I withheld final payment until issues were corrected, but since I do not live in the house, other problems were discovered after final payment. It has been SIX months since original installation and these problems have never been corrected even after many e-mails and unreturned phone messages. Customer service and satisfaction were non-existant. They also included a 10% refund in the written contract if not finished on May 18th.

We've had very poor customer service from the Window and Door Factory. We wanted our window repaired. It was a simple measurement and replacement window. We wrote the $95.00 fee for measuring 10.25.16 and it is 12.29.16 and we still haven't seen our window. The man I have been working with is called Billy. They never apologize for making us wait so long. The first time they measured the window it was wrong. They sent out what looked to be an illegal alien to re-measure the frame. I think he still got the measurements wrong. I suggest you find some place else to get your windows and doors.