Wheaton Door & Window

Date: Fri, Jul 28, at 10:AMSubject: *** Complaint number ***To: "*** *** (***@myRevdex.com.org)" ***, We completed service on *** *** *** on 7/26/*** signed the completion certificate and made no commentsWe replaced boards and
recoated entire deck I have attached the Completion Certificate Thanks again David

Linda G*** contacted the customer and scheduled service for Friday 12/

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Yes I signed the completion form because I had tooI wasn't able to see the entire work beca on use I wasn't able to walk on it they told me I had to wait days, at that time I will inspect it further
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

*** *** was satisfactorily installed 6/28/

Wheaton Door called times to confirm an appointment with me even though I returned their call the first time to confirm Then the salesperson didn't show up at the appointed time When I called, they said maybe some thing happened and I said they should callShe said the salesperson didn't have my phone number What company sends a person out without having a contact number?
Previously I had an estimate from them for Windows and they gave a high estimate and when I refused, they came back with a lower offerI was hesitant to even consider them again and after this experience will NEVER think about using this company Their business practices are poor

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I spoke with her yesterday and we are waiting for the snow to melt
Regards,
*** ***

November 17, 2015M E M O R A N D U M TO: *** *** Revdex.comFR: Jack W*** PresidentRE:
class="Apple-tab-span"> J*** *** Case ***Wheaton Door & Window is please to respond to the above-referenced case regarding *** ***. *** *** purchased windows from us in The windows came with a 1-year installation warranty and a 10-year manufacturer’s warranty on parts. When *** *** contacted us about the problem she was experiencing with one of her windows, we contacted the manufacturer on her behalf, to make a warranty claim. The manufacturer told us that they would provide the window sash free of charge but there would be a shipping cost the customer would have to pay We informed *** *** of the charge, which she objected to paying This charge was not a charge imposed by Wheaton Door & Window Rather, it was from the manufacturer, *** *** Wheaton Door would not receive any payment for the shipment When *** *** filed her Revdex.com complaint, we went back to *** *** and pleaded her case The manufacturer ultimately agreed to ship the replacement at no charge and we are pleased to report that *** *** was happy with the resolution. At this point, the part is on order and when it arrives, there will be no cost to *** *** for the replacement sash or for the delivery charge which *** *** has agreed to absorb. Unfortunately, in a situation like this, Wheaton Door and Window is in the middle between the customer and the manufacturer In this case, we are glad we could find a solution for *** ***. Sincerely, Jack W***President

Te We are not surprised that *** *** has responded by repeating the same arguments she made previously. Again, we must re-state the facts. Roofs are sold by the square foot. *** ***’s roof had a number of rotted plywood panels that we replaced as per the contract. She was charged $per sheet of plywood and she paid that bill. She tries to suggest that the plywood should be charged at a different rate but there is no other way than by square foot! It is not a linear piece of lumber. It has length (8ft) and width (ft) and that means the unit of measure is square feet. We have run out of patience explaining this to *** *** who simply refuses to accept logic As for her rake board, there is an old saying in the home improvement industry that “no good deed goes unpunished.” This is certainly true with *** ***. Our contract was to replace her roof which we did without objection. There was a rotted piece of wood on *** ***’s rake board which has nothing to do with her roof. She asked our worker if he could do anything to fix the problem. He volunteered to cover the rot with a small piece of metal capping at no charge. *** *** now complains about the work and complains to the Revdex.com even though 1) it was not in her contract; 2) was not related to the roof replacement; and 3) she paid nothing for the work. We agree that the caulking around the cap could have been done better and we would be happy to address that issue but only after *** *** agrees to withdraw her complaintTo suggest that doing a favor for a customer at no charge is grounds for a complaint to the Revdex.com is frankly disappointing Sincerely Jack W***President ll us why here

As we have said several times, we are working on [redacted]'s behalf to resolve the problem with the manufacturer and we believe it will be resolved.However, [redacted]'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 [redacted] 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[redacted]PresidentWheaton Door & Window

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
We accept Wheaton Door and Window Company’s resolution to
not charge for the deck resurfacing work and not make any draws from the Wells
Fargo account.  We are treating Mr.
W[redacted]’s reply to our complaint as sufficient to confirm this arrangement.  If Wheaton Door believes any further
paperwork is required to document this arrangement, we ask that it please send
the paperwork directly to us at our home address within the next week.  We assume the [redacted] account will remain
inactive or closed, and that the account will not be used to pay for this deck job. 
We do wish to note our extreme disappointment with Mr.
W[redacted]’s response to our Revdex.com complaint. 
His company performed a service poorly and used questionable sales
tactics; it overpromised and significantly under delivered. Nowhere in the
reply is the poor quality of the work or the inconvenience and angst created on
us acknowledged by Wheaton Door.  Instead
of making an honest effort to understand if its personnel failed to perform in
this instance or went beyond what’s expected on its representations to us,
Wheaton Door resorts to personal attacks on me, the customer, with inflammatory
and defamatory remarks and accusations of a very significant nature.  All this, knowing well that these complaints
and responses may be viewed publicly by others. 
This is particularly troubling in light of the fact that Mr. W[redacted] was
not present during any of the meetings and has no personal knowledge of any of
the communications that we relayed in our complaint.  We have never met Mr. W[redacted] and Mr. W[redacted] has
never met us.  He presumably relied on
accounts of the facts provided by Wheaton Door personnel who, one can assume,
will provide whatever account of what transpired is necessary to not get in
trouble with their employer.  Calling a
customer racist, belligerent, dishonorable and unreasonable, all in one short
writing, seems hardly ever the right approach to respond to a customer
complaint in any business or industry, and is in reckless disregard of the laws
that protect private citizens against defamatory public remarks. I am not any of those things. The response was clearly a transparent effort
to divert attention from bad service and poor sales and communications efforts
by tarnishing the reputation of the customer. 
I don’t know why anyone would risk being subject to this type of treatment
from a contractor – buyer beware. And,
by the way, the example in the response of the 60-year old woman getting a face
lift and expecting to look like she did in high school may not be appreciated
by future female customers; you may not want to use it publicly any more.
Regards,
[redacted]

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 Complaint: [redacted]
I am rejecting this response because:



We too are happy to respond to Mr. W[redacted]’s response as we
feel this one clearly demonstrates the deceit and false advertising that we are
alleging. 
We are going to make this easier as we are clearly locked in
a back-and-forth with a dishonest company, so let us be the ones to reduce this
entire issue down to one thing.  Let all
of us simply focus on the cracking.  But
we will get right back to that. 
Mr. W[redacted] says that our deck was to be “sanded and painted”
and that is what restoring is.  We never
said it wasn’t.  He also said we watched
a video on this.  That is true, we did
see a video that contained the false promises that their print ads had.  None of this is in dispute so the fact that
Mr. W[redacted] continues to provide this information as his response is unfortunate filler that lacks any substance. 
Mr. W[redacted] also says that we turned down the option of replacing
the deck.  Again, just as we said in our
first letter, this is TRUE.  We did not
contract to replace the deck.  I would
hope that the contract that shows that we chose to restore our deck is evidence that this does not need to be said
again by Mr. W[redacted].  The problem is that
we chose to restore our deck based on
the promises made by this deceitful company. 
And the fact is that now Mr. W[redacted] admits this. 
Please see the attached ad, the same ad we attached with the
last correspondence.  This ad CLEARLY
says “No more splinters, cracks,
and warping”.  This promise of no more
cracks is the SAME promise they made verbally, the same promise they made in
their inane video, and the same promise this print ad makes clear.  This is the promise that was falsely
advertised and we are talking about. 
Mr. W[redacted] now admits to you that “wood is in a constant
process of decay”….and that “it shrinks, expands, and cracks do occur”.  So the ad that sold us said no more cracks….but
Mr. W[redacted] now says cracks do occur.  Now
Mr. W[redacted] would lead you to believe that WE are being the ridiculous and
unreasonable ones???
Again, Mr. W[redacted] says we demanded a free deck
replacement.  This is not true, but this
is inconsequential.  He continues to go
back to this but please see our initial complaint as well as the previous
response….it does not matter what he claims we demanded before (regardless if
we know its untrue).  What matters is
that we have shown on two previous occasions, and this response is the third,
that all we have ever expected and asked for is a refund based on obvious false
advertising of the performance of their product. 
So again, forget all the back and forth about all the missed
appointments on their end.  We do not
even care anymore that they ignored their commitment to us as customers and
continue to do so.  It seems we could go
back and forth forever, especially since Mr. W[redacted] seems to have no issue
continuing to present falsehoods. 
Bottom line is that we prove here that they had an ad that
contained blatant false advertising.  Mr.
W[redacted] does not dispute this.  He just
said IN PRINT that wood will crack.  So
we must be the absurd ones thinking that their product that was sold to not
crack, cracked.  Also don’t forget the
increasingly important point that they no longer use this ad…..it has been
changed and the no crack promise has been removed! 
We again strenuously request a full refund for a
product that did not in any way perform as it was promised.  The details about the multiple services,
despite the incessant scheduling conflicts that we felt were unacceptable, can
be ignored by us at this point since Mr. W[redacted] now admits his product failed
and the services were just examples of that. 
Unless their company is going to sand and service this material for this
deck in perpetuity (which we think would be unreasonable and thus have not
requested this), we again request a full refund.
Regards,
[redacted]  [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
According to the law: Liability for a product defect rests with any party in the product's chain of distribution, such as:
The product manufacturer;
A manufacturer of component parts;
A party that assembles or installs the product;
The wholesaler; and
The retail store that sold the product to the consumer.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:From Revdex.com: Response from Wheaton Door to My December 3, 2014 Filed ComplaintBelow is a copy of the response from Wheaton Door (WD).  My red numbers  correspond to the comments following WD letter.Wheaton Door and Window is pleased to respond to the above-referenced customer, [redacted](1). [redacted] (1) had her roof replaced in August of 2013.  [redacted] called several months later(2) and indicated that she had noticed a leak(3)around her skylight(4).We followed up with site visits on more than one occasion and could not initially determine the cause of the leak(3).  Eventually, we did identify the problem as a gap in a piece of flashing(5).By that point, there had been some damage(6) to some interior surfaces(7).  We agreed to fix the damage and paint the walls with paint [redacted](1) supplied(8). Our understanding(9) 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 [redacted](1) on at least four occasions(10), leaving messages each time on December 16, December 16, January 6 and January 7 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(11).   We certainly have no problems backing up our work(12) and would be happy to work with [redacted](1) on any outstanding issues, once we have an opportunity to inspect(13). Sincerely, Jack W[redacted]PresidentWheaton Door & Window 1  My name is spelled with 2 ‘r’s – Tyrrell2  Early October 2013 – 1-1/2 months, after 1st heavy rains fell.3  Not ‘noticed a leak’ – during repeated rains – took action to catch streams of running water from 3 skylights into buckets, throughout rest of 2013 & 2014. 4  Not ‘a skylight’ – 3 skylights.5  Not a ‘gap’ – flashing incorrectly installed around chimney, masonry caulking had not been used.6 Not ‘some damage’ – major damage: crumbling ceiling drywall around 3 skylights, water-soaked ceiling insulation.7  Not ‘some interior surfaces’ – entire ceiling crumbling, wet carpeting, wet sofa.8  Paint was sloppily applied & in areas, not even applied.9  No basis to think this - your worker, Carlos L[redacted] knew problems were not resolved. In addition, remaining 2 skylights, NOT re-flashed have started leaking.10 WD calls only subsequent to compliant filed with Revdex.com & after >15 calls & emails to Gen. Mgr. David F[redacted] & Carlos L[redacted] throughout 2013 & 2014 with no response.11 Erroneous assumptions. 12  I’ve lost trust completely in WD.  Everything that was done is an unacceptable business practice.13 Dates & times will be provided to Mr. F[redacted] via Montgomery Co. Office of Consumer Protection.Photos taken throughout 2013 and 2014 document all points of my complaint.  Mr. F[redacted] and Carlos L[redacted] received them at the time of the various periods of ‘destruction’.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
This is the document that [redacted] Weber wants us to sign. But they have not set a date as to when they would come out to replace the soffit.
 
 
 
Regards,
[redacted]

We are pleased to respond to recent correspondence from [redacted]. This report should never have been filed with the Revdex.com.   [redacted] had an extremely small job of carpet, pad and baseboard. The baseboard was of an unusual design that we do not regularly stock.  After we installed the...

carpet and pad, we told [redacted] that we would have to special order her baseboard and that when it arrived, we would contact her and arrange for install.  This has already been done. The job is complete.  In fact, it was finished BEFORE we even received the correspondence from Revdex.com. Sincerely,Jack W[redacted]PresidentWheaton Restoration

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  the phone number they have been calling is the house number ###-###-####.  They also have my name in their database as [redacted], not [redacted].  We want all phone numbers, address, and names of Martha Arnold and [redacted] removed from their database.
Thanks
Regards,
[redacted]

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 Revdex.com, 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

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[redacted].  Mr. M[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 re-do the three boards in question, but she refused.  Our offer still stands.

We have spoken to **. [redacted] and there seems to have been a misunderstanding.  Wheaton could not replace the soffit until roof repairs were made by another company.  The Labay's never informed us that the roofing work was 
completed.  Wheaton prepared an email...

summarizing our willingness to complete the work and sent it to **. and
[redacted] but as of this date, we have not heard back from them.  Again, we are more than wiling to replace the 
soffit. 
Sincerely, 
[redacted]
Wheaton Door & Window