Wheaton Door & Window

Spoke to [redacted], we agreed to replace all of her deck boards and recoat the deck for $1100, which is our cost and [redacted] agreed.  Mike M[redacted] will contact [redacted] and get her scheduled.  It should be about a month until we can get the work done.

[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]

November 17, 2015M E M O R A N D U M TO: [redacted] Revdex.comFR: Jack W[redacted] PresidentRE: J[redacted]   Case [redacted]Wheaton Door & Window is please to respond to the above-referenced case regarding [redacted] purchased windows from us in 2011....

  The windows came with a 1-year installation warranty and a 10-year manufacturer’s warranty on parts. When [redacted] 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 [redacted] 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, [redacted].  Wheaton Door would not receive any payment for the shipment.  When [redacted] filed her Revdex.com complaint, we went back to [redacted] and pleaded her case.  The manufacturer ultimately agreed to ship the replacement at no charge and we are pleased to report that [redacted] was happy with the resolution. At this point, the part is on order and when it arrives, there will be no cost to [redacted] for the replacement sash or for the delivery charge which [redacted] 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 [redacted]. Sincerely, Jack W[redacted]President

We are pleased to respond to recent correspondence from **. and [redacted].   The [redacted] contracted with us to sand and paint their deck.  The initial work was performed in July of 2015.   Approximately two hours after the deck had been painted, there was a significant thunderstorm...

that washed away a large amount of the coating.  Unfortunately, we cannot control the weather and when it rains within 24 hours of application, a re-coat will be necessary.   Because of schedule conflicts, the [redacted]’s deck was re-done on September 21, 2015. After the work was completed, **. [redacted] filled out the attached completion certificate.  In it, he indicated that the workmen spent two days on the project, that they worked extremely hard and that they were “pleased” with their efforts but wanted to wait several days so they could walk on the deck and inspect further.  We followed up with the [redacted] by phone, both on September 22nd and September 24th.  In each case, our customer service representative,  Jim Fridie, spoke with **. [redacted] who reiterated his satisfaction.    We did not hear from the [redacted] again for nine months until June of 2016. **. [redacted] called and reported that there were some areas where the paint had “bubbled.”  We immediately inspected and agreed to sand and re-coat the problem areas.   However, **. [redacted] said that he had schedule conflicts and wanted to wait until after the summer heat had dissipated and his trees stopped dropping sap. Work was scheduled for September 9th, but **. [redacted] called again to cancel the work because he had “dog-sitting” duty.  **. [redacted] then let it be known that he wanted to replace his deck with composite decking, even though he had rejected the composite deck option at the time of his original purchase.   It should be noted that composite deck boards would have cost three times what the [redacted]’s paid to have their deck sanded and painted.   We sent our production manager John M[redacted] out to the [redacted] address at their request to again inspect the deck.  Mr. M[redacted] confirmed that there were some areas where minor bubbling occurred which could be easily addressed --  and would have been addressed had the [redacted]’s not cancelled the service. Instead, the [redacted] were quite belligerent, claiming we had ruined their deck and demanding that all of their deck be replaced with new composite boards at our expense.  We patiently explained to the [redacted] that their deck had not been “ruined.”  Minor bubbling can sometimes occur on older decks particularly after a harsh winter and in such cases, such blemishes can be easily addressed which we are happy to do at no charge.  We also said that if they wanted a composite deck, we would be happy to quote them a discounted price to do so.  The [redacted] refused.  In their opinion, they want a new deck at no charge.  This is a significant upgrade from their existing deck and an option for which they never paid.  Moreover, there is absolutely nothing wrong with the [redacted] existing deck including its structural integrity.    We believe that the [redacted] have intentionally exaggerated their claims in an effort to get a new deck without paying for it.  This is not a reasonable position.  We believe we have acted in good faith and have agreed to service the paint issues under warranty at no charge.  It is up to the [redacted] whether or not they would like that service.   Sincerely,   Jack W[redacted] President

[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]

We are happy to respond to the recent correspondence from [redacted] who is not, nor has he ever been, a customer of Wheaton Door & Window.
[redacted] says he has received several marketing calls from our offices despite his request that he be removed from our calling...

list.   Wheaton Door & Window maintains an active "do not call" (DNC) directory that we maintain regularly and our policy is never to call anyone on that list. We researched [redacted]'s name and number against our database and could not find him listed.  However, based on his Revdex.com correspondence, we have programmed our dialing systems to reject this number going forward.  We apologize for any inconvenience we may have caused.
 
Sincerely,
Jack W[redacted]
President
Wheaton Door & Window

From: Jack W[redacted] <[redacted]@wheatondw.com>Date: Wed, Jan 7, 2015 at 3:26 PMSubject: RE: [redacted] Complaint ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>TO:  [redacted] FR:  Jack W[redacted] RE:  [redacted]...

 #[redacted] Dear [redacted]: Wheaton Door and Window is pleased to respond to the above-referenced customer, [redacted]. [redacted] had her roof replaced in August of 2013.  [redacted] 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 [redacted] 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 [redacted] on at least four occasions, 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.   We certainly have no problems backing up our work and would be happy to work with [redacted] on any outstanding issues, once we have an opportunity to inspect. Sincerely, Jack W[redacted]PresidentWheaton 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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Date: Mon, Aug 1, 2016 at 7:07 PMSubject: RE: [redacted] Rebuttal ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>Response to [redacted] Rebuttal There are obviously two sides to every story.  Mr. M[redacted] indicates that [redacted] did not like it when  he told her he could find nothing wrong with the deck or the application.   Our pictures sent previously would appear to reinforce Mr. M[redacted]’s conclusions.  Mr. M[redacted] further states that [redacted] indicated she was not happy with the color of the deck even though she acknowledged she chose the color. We always want to satisfy our customers.  We stand by our offer to add non-slip application to her stairs.  In addition, provided her balance is paid in full, we will also agree to re-paint the deck in a new color of her choosing.  Sanding will not be required.   Once [redacted] agrees and withdraws her Revdex.com complaint, we will happy to put her on the schedule during the month of August. Sincerely,Jack W

Date: Mon, Feb 20, 2017 at 8:46 PMSubject: [redacted]To: "[redacted]@myRevdex.com.org)" <[redacted]@myRevdex.com.org>We are happy to once again respond to **. and [redacted]. We stand by our initial response. The [redacted] contracted to have their deck sanded and painted.  Yes, that is what restoring a deck consists of, yet they would maintain that using the term is misleading, and in their words “false advertising.”  We strenuously disagree.  Not only was our process explained to the [redacted]’s, a video of our process is plain to see on our website and has been since well before the [redacted] became customers. As part of our process, we fill large cracks with a two-part polymer.  It works extremely well and is designed to reduce the number of cracks on a deck, not eliminate them or prevent new ones from occurring.  Wood is in a constant process of decay.  As lumber dries and is exposed to elements, it shrinks and expands and cracks do occur.  It is part of the aging process.  We might fill 85% of the cracks on a 15-year-old deck and many of those cracks will not re-appear.  However, new cracks do happen because the wood continues to age.  The best analogy is a facelift.  We make an old deck look better, but we don’t make it look brand new.  The [redacted] want a 15-year old deck to look 100% blemish free, but they fail to mention that they turned down the option of replacing their old deck boards with new lumber.  They turned down this option and the additional cost that goes with it, opting for the sanding and painting instead, yet want to act as though they are shocked that there old boards look like new ones.  [redacted]s did demand of our install manager that we replace their entire deck with composite at no charge.  That is true, whether or not **. [redacted] is a retired principal, [redacted] is a retired teacher and one of them is a Music Director at their church.  As much as **. [redacted] wants to spin the issue, the facts are these: 1)       We sanded and painted the [redacted] deck and it rained before the finish had set.  The [redacted] acknowledge this was not our fault. 2)      We came back and re-did the deck and the [redacted] indicated they were pleased with the efforts of our installers.3)      We called the [redacted] TWICE after the job was completed and BOTH TIMES, they indicated that they had no issues.4)      We did not hear from them again for NINE months after which time we agreed to provide service under their warranty for minor peeling.  **. [redacted] delayed the service TWICE.  The first time was because he indicated it was too hot and he wanted to wait until sap from his trees had stopped depositing on his deck.  The second time, after the service was scheduled, he cancelled because he said he was dog- sitting. 5)      When we attempted to re-schedule, the [redacted] demanded their deck be replaced with composite decking or a full refund.  Neither option is acceptable to us.**. and [redacted] are obviously upset.  But we are neither a fraudulent business, nor do we lie about our exchanges with our customers.  We have been in business for 72 years and are proud of our tens of thousands of satisfied customers.  When something is wrong we fix it and we stand behind our work with a comprehensive warranty which we are pleased to honor in the case of the [redacted].   Sincerely, Jack W

I spoke to [redacted] today, he agreed to let us service the deck.  Mike M[redacted] will call him and set up an inspection for a day later this week.

Date: Thu, Nov 3, 2016 at 6:28 PMSubject: RE: [redacted] Complaint ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>[redacted]Here is our response to the [redacted] complaint below.   We are pleased to respond to the recent correspondence from [redacted] to the Better...

Business Bureau. [redacted] makes it appear that we ignored him.  In fact, [redacted] was never our customer.  We responded to his request to assess the damage from a water leak in his home.  At the time of our assessment, we explained that we develop a comprehensive analysis that quantifies the amount he should be entitled to under his homeowners insurance company.  In return for what is usually 10+ hours of paperwork, inspection and analysis, which we perform at no cost to the customer, we expect the customer to hire us to perform the actual restoration work. We asked [redacted] to commit to this arrangement by signing a document known in the restoration business as a “contractor of choice” agreement, authorizing our company to proceed with work once our analysis is complete and we reach agreement with the insurer as to the scope of work.  [redacted] declined to sign such an agreement.  Instead, he wanted us to simply do an asbestos analysis on his floor and pay us $40 for our trouble.  We made clear to [redacted] that we were not interested in such an arrangement.  [redacted] continued to request the report, but we had already made clear that without designating us his “contractor of choice” he was not our customer. We suggested he find another source for such testing and consider  the matter closed.     Jack W

Wheaton Door and Window did wonderful work for me. The product is excellent aw were the workmanship and professionalism in the installation. I am very pleased to have chosen them to install windows in my apartment.

Date: Tue, Jun 7, 2016 at 11:49 AMSubject: Re: [redacted] Complaint ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>Much about [redacted]'s complaint was incorrect.  However, she was correct that we had significant issues with the screen to her new patio door.  New parts were sent...

from the factory several times but they were all incorrect.  Thankfully, we were finally able to address the problem and the doors are working properly.  At no time did we ever abandon the [redacted]'s problem and were determined to fix it no matter the cost.  All of the problems stemmed from factory issues over which we had no control.  We apologize to the [redacted]s for their inconvenience. Regards, Jack WPresident

[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]

July 8, 2014Dear [redacted]:
Wheaton Door and Window installed a sliding glass door on 11/3/2011 at the home of [redacted] located at [redacted] in [redacted], Maryland. The 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 rot. This is absurd.
First, 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 construction. The code does not allow a deck to be attached to a home via a ledger board, which is how [redacted]’s deck was constructed.
Notwithstanding the above, [redacted] suggests that because the door was not “flashed” at the bottom, excessive moisture caused his beam to rot prematurely. This is also not true. If 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 deteriorated. Our patio door installation had nothing to do with the problem.
Sincerely,Jack W
President

Wheaton Door & Window is pleased to respond to Mr. W[redacted]'s complaint regarding a misrepresentation regarding our warranty. I personally spoke to Mr. W[redacted] and investigated his concern.  I discovered that our salesman had indeed misquoted our warranty and I apologized profusely. The...

salesman in question was wrong and he was reprimanded.I should point out that warranty information about all of our products are located on our webpage and also on our written contracts. Since Mr. W[redacted] did not purchase anything, he did not have the opportunity to see the written language.  Had he seen it, he would have learned that our warranty is 1 year on labor and 10 years on product.  This is obviously very different than 25 years labor and material.  After I explained the mistake, Mr. W[redacted] seemed satisfied.  In fact, he subsequently emailed and asked if I would send out one of my managers to re-quote the price to re-do his deck which I did.  The meeting was quite cordial, as I understand it.  Mr. W[redacted], who is retired, told our salesman that he is going to do the work on the deck himself but he thanked us for our time. I consider the matter resolved at this point. Sincerely, Jack W[redacted]

Date: Fri, Sep 8, 2017 at 3:02 PMSubject: CID #[redacted]To: "[redacted]" <[redacted]>[redacted],Regarding CID# [redacted]:Our field manager in Pennsylvania, Michael M[redacted], has contracted the customer to set up an inspection on Tuesday 9/12 to view the customer’s issues...

with the deck.  A service appointment date will then be agreed upon between Michael and the customer to address the customer’s concerns.

[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:
July 10, 2014
Dear [redacted]:
I am responding to the letter from Jack W[redacted], President of Wheaton Door and Window.
Mr. W[redacted] gets the facts wrong in his letter. He states that I contacted his office and spoke to them regarding a problem I had with the work his firm performed. On the date in question (3/25/14), one of Wheaton Door’s sales agents contacted me to solicit more business. I said I had a problem with the previous job and asked that someone call me. No one ever called. I sent Mr. W[redacted] a certified letter on January 13, 2014 regarding the problem. He never responded. On two other occasions I left messages for Mr. W[redacted] regarding this issue. He never responded.
Mr. W[redacted] States that my deck was poorly constructed in violation of building codes. How would he know this when he never saw my deck? My deck was installed to code and was inspected by [redacted] County and by a private inspector I hired. The contractor who corrected the problem Wheaton Door caused stated that the lack of  flashing caused my problem and he took numerous pictures to illustrate this. Mr. W[redacted] never inspected the work his staff performed, did not ask to see the pictures, did not respond to numerous attempts on my part to reach him, and purports to be informed about the construction of my house and deck without ever seeing it. Additionally, he never addressed why his workers failed to install flashing under the door, Mr. W[redacted] never addresses why I had leaks under my door after Mr. F[redacted], his employee, insisted I would not.  If Mr. W[redacted] is so sure that poor construction caused my problem why di staff mention this when they performed the work? He only responds now because of Revdex.com involvement and he still makes statements that have no basis in fact.It is frost telling that he completely ignored toy many efforts to address this issue with him. His letter is an attempt to avoid responsibility and shift blame.
Sincerely Yours

Date: Mon, Aug 1, 2016 at 7:14 PMSubject: RE: [redacted] Complaint ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>Response to [redacted] Complaint Wheaton Door and Window is pleased to respond to recent correspondence from [redacted].[redacted] contracted with us to refurbish...

her deck in late May.   We performed the work but [redacted] was not happy with the outcome.  She did not pay the balance and wanted a refund. After our inspection, several points are clear. First, in retrospect, [redacted]’s deck could not be restored to our standards.  [redacted]’s deck was a pre-fabricated deck purchased many years ago from a company called [redacted].  The [redacted] deck is notorious for poor workmanship and shoddy design.  These decks do not perform as well as a traditional decks and their odd, checkerboard pattern makes them extremely difficult to refurbish.  Our efforts did not achieve the desired result because in reality, the entire deck should be torn down and replaced.  [redacted] called and asked for a refund of her deposit which our sales manager initially refused.  [redacted] subsequently challenged her credit card and the deposit was reversed making the issue moot.   Upon review, however, we do not disagree with returning [redacted]’s money.  Our  estimator clearly made a mistake in recommending the deck to be restored.  Some decks are simply in too bad shape and are not candidates for restoration.   We are sorry for the inconvenience [redacted] experienced. Sincerely, Jack W