The Window & Door Factory

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

Ms.
[redacted],
 
class="MsoNormal">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.
 
1.
       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.
2.
       The majority of the
materials used in this product are made in the USA and Canada.
3.
       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.
4.
       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.
5.
       Because of
the success of this company and their devotion to quality, they have grown
exponentially and are providing many jobs for Americans. They are a very good
partner of ours.
6.
       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

12ft. sliding door to be replaced on 8/1/2016. Business said it would be 6 Weeks. Paid half down $1528 Which was cashed. I have not been able to get a return call from them, no returned check, it is now 10/19/2016.

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 2015. 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.

Better Business...

Bureau:
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 referred this company to a neighbor. She contacted this company and wrote a ck for $1500 in person on Sept. 3, 2016. It is Jan. 4, 2017 and neighbor has not received product install to date. I called Lora M on Jan. 3, 2017 to state same complaint and she had file and agreed, product has not arrived to their site here in San Diego. No one has a good answer for the delay. My neighbor requested a refund from Greg the salesman and he told her "NO". This company originally went BK and opened under a different name. I am embarrassed to have referred them to a neighbor as well as a second neighbor in Sept. I dread calling that 2nd neighbor as I notice she does not have new vinyl windows yet either. If a customer wants a refund after not receiving product within a fair amount of time, that refund should be provided. People beware - you may get taken in this manner. I won't refer this company again.

Review: Our windows are great, however customer service at The Window Factory has been a nightmare. We were originally told to expect a 4-6 week wait before installation, it was nearly twice that. Then, our installation crew was suddenly "unavailable" mid-job. When they returned with a few new faces, some of the installers appeared to be intoxicated. I was later told by [redacted] in the installation department they were short-staffed during that time (which I found odd as I was told going into the job it was their "busy time of year") in addition to having let some installers go. Since completion of our windows, we've had nothing but issues with the custom screens made for our french-doors as well; apparently they were manufactured incorrectly and we still to this day are having issues getting the new ones installed. On 3 different occasions now Monica in customer service has scheduled appointments for them to be installed & they've 'no-showed' each time; this is after we've rearranged our own schedules to accommodate them as they require us to be present. Keep in mind too this is now MONTHS later. I spent nearly $20,000 with this company on the installation of our new windows. One certainly should be able to expect more than the short, rude service when I call, numerous voicemail messages unreturned, and poor integrity overall. I work in real-estate and have hundreds of clients and will be happy to make clear to then I would NEVER hire this company or any of their affiliates again.Desired Settlement: Change of poor company policies with customer service and completion of job paid for.

Business

Response:

We are not happy that Mr. [redacted] is not happy. We will continue to work on this issue until it is resolved.

Review: I wrote my first check to this company in September. The sales rep, [redacted] promised that it would be a one day job and that I wouldn't even need to miss work- I would just have to be present to hand off the keys, they would call me when they were about 30 minutes away from finishing, and then I would just have to return, inspect the work, and then write a check. It is now March, and the work still isn't finished. Supposedly they will finish this weekend, but this will be at least the sixth "last installment appointment."

The manager, [redacted], in his words (paraphrasing)- "Doesn't understand why I'm so upset- this is just glass and frames- not a brain tumor..... Every now and then they’ll “blow chunks” on a project, but it’s not a big deal."Desired Settlement: I do NOT think they deserve the rating they currently have.

Consumer

Response:

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

Review: WE PURCHSED DOUBLE PAYNE WINDOWS AND PAID APPROXIMAITLY 7700.00 WHICH IS A LOT OF MONEY.WE NOTICED A CRACK IN THE FRAME OF THE SLIDING GLASS DOOR AND WHEN I CALLED ABOUT IT LAZAREZ TREATED ME LIKE A PIECE OF CRAP.IT TOOK MANY MANY MANY PHONE CALLS AND BEING PUT ON HOLD SEVERAL TIMES JUST TO GET SOMEONE TO MY HOME TO LOOK AT MY PROBLEM.AS SOON AS HE CAME TO MY HOME HE SAID IN A COUPLE OF MINUTES OH ITS PROBABLY NOT COVERED UNDER WARRANTY AND THE WINDOWS IN MY HOME ARE NOT AVAILIBLE ANY MORE AND ARE DISCONTINUED SO THEY WOULD GIVE ME A PRICE ON A COMPLETE WINDOW AND FRAME.I THAN CALLED A FEW DAYS LATER AND ASKED IF THEY JUST HAD THE 2 VINYL PIECES IN STOCK AND THEY SAID THEY HAVE A VARIETY OF FRAME PICECS AND I COULD CHOOSE WHICH ONE IS THE CLOSEST MATCH.I THAN HUNG UP AND TOLD MY WIFE WHAT A SCAM THIS COMPANY IS.THIS IS VERY BAD BUSINESS AND SOMETHING SHOULD BE DONE.Desired Settlement: A COMPLETE REPLACEMENT OR REPAIR OF THE CRACKED VINYL PIECES THAT HAVE CRACKS

Business

Response:

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

Consumer

Response:

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,

Review: We contracted Window Factory for an entire house of windows, 2 patio sliders and a front door for $19k. The sales rep was eager and explained to us that they make their own windows. Their website states this as well. We liked the product that he showed us. Product was slow to arrive and piecemeal. Installation day came almost 2 months after we bought the windows on 11/28/15. Installation started on 1/22/15. Both the installers and ourselves were told this would be a 2 day project. They are now on day 5, one bathroom window and 2 patio sliders are still backordered. The installers have be been great - they are outsourced and not employees of Window Factory. They have had to do additional work because the worker that measured the windows for ordering didn't do it properly. My biggest complaint is that Window Factory misrepresents the windows that they are selling. We got the bait and switch. The windows that arrived were not the windows the sales rep showed us. There is Chinese writing on them and stickers that say they came from www.valuewindowsdoors.com - I saved a sticker as evidence. We paid for American-made windows and got cheap product from China. The installers cannot spend another day here because they were only paid for a 2 day job. I don't know the quality of the new installers that are to install the patio doors and bathroom window.Desired Settlement: Window factory misrepresents themselves. If they want to sell cheap Chinese windows, it should say that on their website. I shouldn't have been charged $19k for cheap windows not made in the country - in fact, it's the worst possible county for a product to come from. I also want them to pay for the installers that I've had for the last 5 days to do the proper installation of the 2 patio doors and 1 bathroom window that are backordered.

Business

Response:

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.

1.

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.

2.

The majority of the

materials used in this product are made in the USA and Canada.

3.

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.

4.

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.

5.

Because of

the success of this company and their devotion to quality, they have grown

exponentially and are providing many jobs for Americans. They are a very good

partner of ours.

6.

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.

General

Manager

Consumer

Response:

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,

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.

Review: I have a contract dated 12/20/14 for a contracted price of 6,600 to replace my windows and doors with vinyl ones including pulling a permit and framing around two of the windows. The approximate start date is listed as 2-4 weeks from signing, and substantially completed withing 2-3 days. The two windows requiring the permit and framing have not been installed and are sitting in our bedrooms. The time elapsed is extraordinary.Desired Settlement: I request that the job be finished within 2 weeks 3/20/15 with a 10% discount for our trouble and waiting. If the company is unable to perform the contract, I request a refund of $1000 of the 3,300 already paid and cancellation of the contract with us keeping the materials.

Business

Response:

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 permit. Until we had approved plans from the city, we are unable to perform the work by law and per the homeowners association. Fortunately, the customer finally gave the structural engineer a deposit and the process has begun.

Review: Called the Window Factory on August 4, 2014 to have a cracked window in a sliding door replaced that I believed to be under warranty. After listening to their recorded ad that they have been in business for 15 years I talked to their customer service rep and was told since they changed business license and had a new owner, my warranty was void. I made an appointment to have a tech come out on Tues August 5 at 9:00 AM to measure the glass. No one showed by 9:30 AM. I called the office and they said they had me scheduled for 1:00 PM. They showed at 12:55 PM. Daniel Miller the tech measured the glass size. He did not offer me a copy of the estimate but said it would be between $225 and $250. I needed the window installed before I was on vacation on Aug 23. I insisted on a written copy of his document with the estimated cost and delivery date and had to print one on my copier. The next day Mr. [redacted] called and said the cost would be $520. I question this since the original estimate was much less. Finally they agreed to $320. I called back on Aug 20 to set an installation date and was told by Monica the Office Mgr that the window was not ordered because I did not pay the deposit. I told her it was on my credit card. She checked and said she was mistaken but it would take 2 more weeks to get the window. I agreed reluctantly. Called on Sep 8 to set up install. They came on Sep 9 but had the wrong window. Had to order a new window. Called on Sep 24 to set up install. Monica said they would come on Sep 27 between 9 and 10. No one showed. Called office on Monday Sep 29 and asked where the installers were on Sep 27. Monica said "Sorry I'm bad and forgot to put me on the schedule" Mr. [redacted] came out that morning and installed the glass. It took almost 2 months to replace the window that I believe should have been covered under warranty if the Window Factory is going to claim they have been in business for 15 years and serviced 13000 customers as they claim on the phone ad.Desired Settlement: Reduce bill to original estimate of $250 that I was given on August 5, 2014 by Daniel Miller and was confirmed when he called his office in my presence that I accepted. Also change their phone recorded ad that the existing Window Factory has not been in business 15, but is owned by a new owner.

Business

Response:

This is a customer of the former company, The Window Factory, Inc. Our service tech went to his home to give estimate to replace product. Later, we explained to customer that the replacement product cost to us was more than originally anticipated and we offered to perform the repair at our cost. In good faith, we showed the customer the invoice we were charged and charged him that amount plus one trip charge. Therefore, he got this service at our cost.

Consumer

Response:

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.

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 $70 refund since their written estimate that I have a copy of states that the price would be $250.

Regards,

Business

Response:

We sincerely appreciate the concerns of the customer and strive to improve our customer service if it ever falls short. All suggestions are taken seriously.

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 2015. 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.

Review: I've called weekly for the last 6 weeks for a window screen replacement. They continue to take my information but have not called me back regarding the screen replacement. The gal who takes my information continues to tell me that someone will call me back but no one has done so. I don't know what else to do to get a response and my screen replaced.Desired Settlement: Get my screen replacement. Should be an easy fix.

Business

Response:

Customer has been contacted and we are going to replace the screen.