Wheaton Door & Window

Wheaton Door & Window is pleased to respond to recent correspondence from [redacted] When [redacted] first contacted us about her concerns, we immediately scheduled an inspection at her home with our production manager John M*** MrM [redacted] did a thorough inspection He found a portion of three boards that arguably could require us to re-seal, sand and paint However, these were extremely minor flaws than ordinarily would not rise to the level of a Revdex.com complaint For your information, I am attaching pictures of the actual deck after restoration In my opinion, the results are excellent [redacted] mentions minor cracking in the lumber All deck boards made from wood develop minor cracks as they age The point of replacing bad lumber with new wood is to dramatically enhance the look of the deck which we have done However, being a natural material, it will never be perfect If [redacted] desired a deck 100% free of cracks now and in the future, her option would be a deck made of composite material, an option we sell at a considerably higher price than she paid We offered to the three boards in question, but she refused Our offer still stands

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: My contract specifically indicated that the cost of the replacement wood would be determined in feet, not square feet For someone who has been in the roofing business for years, there is no reason why the contract would not be specific The manager seems to think I am responsible for knowledge of roofing business practices, but that's why I contracted with him The non-English speaking workers were the ones who put the metal piece on the rake board and on the roof shingle When Bill came to my house to check the skylight leak on 10/10/16, I asked him to look at the metal pieces There was also one piece of metal on the roof which he covered with something black He said he had no knowledge why the non-English speaking workers would put those metal pieces on the shingles and rake I paid for the roof replacement, and Wheaton Door and Window Company did not honor the contract terms, and did not respond in a positive way to my concerns until I contacted the Revdex.com I will not withdraw my complaint because I have not been made whole Regards, [redacted]

July 8, 2014Dear [redacted] : Wheaton Door and Window installed a sliding glass door on 11/3/at the home of [redacted] located at [redacted] in [redacted] , MarylandThe job was installed using the appropriate materials and according to existing industry building standards [redacted] paid the bill upon completion without complaint.On 3/25/2014, [redacted] contacted our office and spoke to us regarding a support beam on his deck that had rotted, causing his deck to become unstable [redacted] went on to suggest that somehow the installation of our door was responsible for the rotThis is absurdFirst, a door attached to a house bears no structural relationship to a deck, which according to [redacted] County building code, must be free- standing and supported by post-to-beam constructionThe code does not allow a deck to be attached to a home via a ledger board, which is how [redacted] ’s deck was constructedNotwithstanding the above, [redacted] suggests that because the door was not “flashed” at the bottom, excessive moisture caused his beam to rot prematurelyThis is also not trueIf the sliding patio door had been installed improperly and leaked for three years, there would have been extensive interior damage but there was none in this case.What really happened is that [redacted] had a poorly constructed deck in violation of building codes which over time deterioratedOur patio door installation had nothing to do with the problemSincerely,Jack W President

We have a completely different view of [redacted] ’s situation. [redacted] is trying to blame us for something we had nothing to do with. We installed a door for [redacted] in 2011. He had no complaints at the time and paid his bill in a timely manner. We did not hear from [redacted] for 3 years. Three years later, [redacted] has rotted wood on his deck replaced and claims it was the door that was the source of the problem. Pressure-treated decks do not rot in 3 years time and they certainly do not rot because of a door that is not even attached to the deck. [redacted] claims to have tried to contact me personally on this matter on numerous occasions yet I have never received a phone call from Mr. Goddard nor any written correspondence. In fact, it appears that the only reason [redacted] is raising the issue is because we contacted him. Had [redacted] contacted me first, instead of the BBB, we would have been happy to do a service call and assure him the door had been properly installed. We would still be happy to inspect it. However, it is not plausible that an entry door was responsible for his rotted deck. In this matter, we must agree to disagree. Sincerely, Jack W [redacted] President Wheaton Door & Window

We will resolve the issue directly with the consumer within the next ten (10) days.Linda G*** has contacted *** *** and scheduled an inspection for 1/17/18, We will review the Customers issues and address them as soon as possible,

From: Jack W*** Date: Wed, Jan 7, at 3:PMSubject: RE: *** *** Complaint (***)To: *** *** TO: *** *** FR: Jack W*** RE: *** *** #*** Dear *** ***: Wheaton Door
and Window is pleased to respond to the above-referenced customer, *** ***. *** *** had her roof replaced in August of *** *** called several months later and indicated that she had noticed a leak around her skylight.We followed up with site visits on more than one occasion and could not initially determine the cause of the leak Eventually, we did identify the problem as a gap in a piece of flashing.By that point, there had been some damage to some interior surfaces We agreed to fix the damage and paint the walls with paint *** *** supplied. Our understanding was that the problems were resolved but then she notified us that she was still not happy and wanted us to return We have since attempted to contact *** *** on at least four occasions, leaving messages each time on December 16, December 16, January and January but have not heard back Our last message was that if we did not hear from her we will assume the matter has been taken care of We certainly have no problems backing up our work and would be happy to work with *** *** on any outstanding issues, once we have an opportunity to inspect. Sincerely, Jack W***PresidentWheaton Door & Window

: *** ***
arial, sans-serif;">Date: Tue, Oct 13, at 7:PMSubject: Complaint ID*** against Wheaton Door and Window CompanyTo: [email protected]/13/2015Wheaton Door and Window Company resolved the complaint I submitted to youon 10/01/against them. In resolving the complaint I agreed to withdraw thecomplaint against them. I signed a letter in regard to the proposed resolution on10/07/2015.Thank you for your help in this matter. You may contact me at ###-###-#### ifyou have any questions relating to this matter.Sincerely yours,Barbara ** C***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: They should have told me that was their practiceBecause my deck is high enough for people to see under, it looks like a half done job
Regards,
*** ***

Reference: #*** *** We are pleased to respond to recent correspondence regarding *** *** *** who purchased a new roof from us on April 21, We also included new gutters and downspouts at no charge. The work was completed in early May and we received
final payment from *** *** on May 16, 2016.During the course of installing new shingles on a roof, it is not uncommon to find that plywood sheathing underneath the old shingles has suffered moisture rot Such rot is not visible at the time of sale since the shingles are never removed until the project begins For this reason, there is language in our contract clearly stating that if rotted wood is discovered, the sheathing will be replaced at a cost of $per foot of fire rdant plywood In all cases, the sheathing is replaced with plywood panels that measure ft x 8ft Stated clearly in the contract addendum is the following language: “Unless otherwise specified in writing, rotted wood is NOT a part of the regular contract and is an extra charge due at the time the work is performed.In the case of *** ***’s roof, she had a total of eight (8) 4xpanels (sqft total) that needed to be replaced and her contract was adjusted accordingly by adding $to her final bill (ft x $3/ft = $768) These facts were explained to *** *** and she paid the final bill, including the additional wood charge.On several occasions thereafter, *** *** contacted us and complained that she did not understand why she was charged the additional $ We explained each time that in order to replace a roof, it is necessary to remove any rotted plywood panels since otherwise there is a risk that the roof could develop serious leaks and parts of it could eventually cave in For whatever reason, *** *** continued to say that she “just didn’t understand.” We found her response baffling Later, she indicated that our contract document references a “per ft.” charge and we charged her per “square ft.” We fail to see the distinction since the plywood sheets were four (4) feet by eight (8) feet which is equal to feet square.We did not hear from *** *** again until June 22nd At this point she said that there was something on her rake boards that did not “look right.” We immediately went out to inspect several days later and could find nothing wrong On July 6th, *** *** called and requested paperwork showing extra plywood that was replaced and how much she was charged The paperwork was sent She also indicated that she was not happy that our manager could find nothing wrong with the rake boards. On September 15th, *** *** called again and indicated there was a small leak around one of her skylights We were ready to dispatch a crew the next day but *** *** had a schedule conflict so the service was done several days later At the time, we also asked our roof crew to evaluate the rake board issue that *** *** had complained about earlier Our crew reported that the point at which the rake boards meet the roof line was installed properly according to industry standards and the issue was one of aesthetics Because of the way the house was constructed, there was no way the work could have been done differently. On November 22, our general manager spoke again to *** *** who continues to insist that she was improperly charged because our contract says rotted plywood would be replaced at $per ft., not $per square foot We disagree A panel which is ft by ft is measured as feet square How else would you do the calculation? Panels are not linear They have length and width and are sold thus. We charged *** *** properly as per her contract As for the roof line, it was done correctly and conforms to industry standards Any complaints that she has with the design of her house and the way it was originally built should be taken up with the architect.Sincerely, Jack W

While I thought the windows were a bit expensive, they did exceed my expectationsThe first thing I noticed was how quite it wasPlus the windows are very well madeI looked at other windows, and they don't even compareWindows have been replaced in this house twice, these windows are suppose to lastInstallation was fast for windows, about hour and minutesExcept for a couple minor things I was very satisfiedI would recommend these windows to anyone

Customer has not returned my calls. I know he is a school teacher, so I left several messages on his home and cell phones. We are willing to fix the steps if they are truly cracked. He has cement board siding, so patching and repainting is an acceptable industry standard. If
there is an problem with the appearance we can inspect it

Date: Fri, Sep 15, at 10:AMSubject: ***To: "*** *** (***)" Ms*** negotiated a side deal with our applicator and cancelledWe refunded all her funds

We are pleased to respond to recent correspondence from *** ***In August of 2015, we refurbished *** ***'s deck/front porch. This Spring, **indicated that she saw some "spotting" on the deck.At the time, we indicated that some temporary spotting after a hard winter is not unusual
but that the spots should dissipate once warm weather returnsIn September of 2016, we dispatched our deck foreman to inspect the deck. He could find no issues, other than muddy footprints which can be easily cleaned of* *** indicates that she had particular areas she wanted to point out to our foreman, but because she was not present during the inspection, she would like a re-inspection when she is home so she can point out her concerns. We are in the process of scheduling that meeting at present and will report back with our conclusionsIn the interim, I have attached photos that show the condition of the deck at the time of our initial inspection.Sincerely, Jack W***Wheaton Door & Window

Date: Fri, Sep 8, at 3:PMSubject: CID# ***, ***To: "***@myRevdex.com.org" ***,The labor warranty for this customer has passed and we have fulfilled the contract

Rather than continue going back and forth, we will state the most pertinent factsWe attempted to address *** ***'s concerns by going back to her property on several occasions
We did repairs as requested. After the repairs were done, we were under the impression that she was satisfied
The first we learned of her continued "dissatisfaction" was her Revdex.com complaint
We immediately attempted to contact *** *** to set up a time to inspect and determine what if any problems still needed to be addressed
We called on December 16th and when *** *** answered, she said she was on the line and would have to call us back. She never did
We called again on December 17th and left a message. Again, she did not call back
I personally got involved in early January. I called and left a message on January 6th. She did not call back. I called again on January 7th and left another message this time stating that if I did not hear from her, I will assume the matter has been resolved. To this day I have still not heard anything
We cannot resolve a problem if *** *** does not call us back or allow us to inspect her property.
Again, we remain ready to assist but it takes both parties to cooperate
Sincerely,
Jack W***

[To assist us in bringing this matter to a close, you must give us a reason why you are
rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: the work was totally inferior. The nails heads are popping up, the coating is peeling and cracking. There are cracks all over the deck surfaceThe deck looks horrible, probably worse than before they did any work.Their commercials say that they replace old, worn and split boards. They never replaced even one board. *** here I come
Regards,
*** ***

Date: Thu, Sep 22, at 9:AMSubject: ***To: ***@myRevdex.com.orgDear *** ***,The Wheaton Door and Window Company sent out a repto correct/repair the roof He assured me, if needed, they will address any otherconcerns.Thank you for your assistance.Sincerely,*** ***

As we have said several times, we are working on *** ***'s behalf to resolve the problem with the manufacturer and we believe it will be resolvedHowever, *** ***'s contract makes clear that a manufacturing defect is the exclusive responsibility of the window manufacturer, not Wheaton Door & Window
The language reads as follows:
"Contractor warrants that workmanship and material for above mentioned items will be guaranteed against defect for a time in accordance with manufacturer's warranty. Contractor make no other express warranty or representation of any kind, nor any other affirmation of fact or promise regarding its labor or materials. Contractor agrees to correct any defects in the completed work at no expense to Buyer for a period of one (1) year from the date of completion. "
We are not the manufacturer. The warranty is with the manufacturer. We have no intention of leaving *** *** without a resolution but that resolution must come from the manufacturer who must make the replacements. WE DON"T MAKE WINDOWS
Also, as we have said previously, even though the contract does not require us to do it, once the windows are made, we will re-install the new sashes without a labor charge
Regards,
Jack W***
President
Wheaton Door & Window

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI met with a supervisor on site and we were finally able to get the door workingFor the record, I am Mr***, not Ms
Regards,
*** ***

Date: Wed, Jan 10, at 2:PMSubject: Complaint ID# ***To: "***@myRevdex.com.org" *** ***As of 12/the deposit was refunded to the customer