Window Concepts of Minnesota, Inc.

Tremendous job over 2 days in 30 degree weather. On the job consistent and great work ethic. We highly recommend their work.

Frank & Barb...New Hope, Minnesota

Windows Concepts installed replacement windows for *** & *** *** in May of These windows were installed as replacement window which meant that the were installed within the existing frames of the old windowsThe sashes of their old windows would
be removed and the new window would be installed within the old buckframe of their windowThe window would have had insulation added between the frame the and buckframeThe casing and the jamb would not be removed On January 28th we received a service request from *** & *** *** that they are getting cold air through the sashes of their windows and are experiencing cold air leakageThey also informed us about an energy audit that they had done on their home dated January 25, They called back the following day stating that the outside temperature was -degrees with an inside humidity reading of 30%We sent them out a pamphlet from the manufacturer addressing condensation on their windows and scheduled a date for our production manager to inspect the windows and verify that all of the work was completed correctlyScott noted that he inspected the interior of the living room window and found the correct amount of insulation plus added a little bit more where the old mullion was locatedHe also inspected the bedroom windows and found the exterior wrap properly sealed and the windows to be properly insulatedScott did remove the casing on the front window and found plenty of fiberglass insulationWe also explained about humidity levels during winter January 25th StCroix Energy Solutions Inccame out to the home of *** *** and preformed an energy auditI have attached a copy of the report and under homeowners concerns was window condensation and qualityThe consultant noted that the home is quite air tight, contributing to some of the condensation issues you're seeing develop on the new windowsHis only suggestion for the windows was to remove the casing and seal the window jamb to the rough opening using a low-expansion spray foam sealant, or silicone caulking Window Concepts feels that all of the windows were properly installed and according to their assessment report the only thing they recommended was to add more insulation between the buckframe and the rough openingThis would not have been part of the scope of work that was performed on their homeThis would only have been in a full frame installation not as an insert installThey also noted in their complaint that the humidity level in their home is between and 40%This level is to high of a level for a tight sealed house during winterI have attached a pamphlet from the window manufacturer about window condensation which gives the same levels as Anderson windows, Pella windows, and Marvin windowsAs of today they should be below 25% if they would like no humidity on their windowsAt this point I believe that the windows are functioning properly and doing their job

I spoke to *** *** directly on August 26th and explained that the manufacturer of the windows (Armaclad Window and Doors) is no longer in businessAccording to the contract that he signed with us on March the windows included a lifetime warranty on the parts, lifetime on the glass and
years on the finish through the manufacturerWindow Concepts includes a three year workmanship warrantyI explained that Window Concepts still has access to a lot of the parts including replacement glass and balancersWe have been taking care of those services free of charge as a courtesy to our customersIn this situation the manufacturer would have contracted out to a local painter to repaint the windows with a vinyl paint at their expenseI reiterated that this is how Armaclad would have covered the warranty and that they would not have replaced the windowWindow Concepts offered to cover half of the cost to have his windows repainted even though we are not liable to cover any of the cost

Initial Business Response /* (1000, 5, 2015/05/06) */
All issues have been resolved directly with the homeowners
Initial Consumer Rebuttal /* (3000, 7, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Window Concepts did not meet there quality
standard they say they haveOn April 16th they sent Scott out to survey the damage done to our wall during insulation of our windowsI ask Scott if they would use sheet rock to fix the whole in the wallHis response was plaster would be easier and less messyIn my protest he continued the put the plaster on the wallI thought this was rude to ignore my request he did what he wanted to do at the least cost to the companyThey threw away our original trim and replaced them with wider boards on the window to conceal the damage wall and did not match the same window trim with the other windows we had installedNow we have window trim that doesn't matchWe are not satisfied with the work that was done, and the service renderedThey didn't take into consideration our boarders not matchingWe also show Scott where condensation from the windows was draining unto the wood part of the bow windowI don't know much about installing windows, but I do know that if water soaks down in the wood it will rot,then we will have a bigger problemIf we still have quality issues with installation and their windows we are requesting a full refund of our purchase price so that we can replace them from a company who cares about quality and their customer
We do have pictures of the damage wall if needed
***
Final Business Response /* (1000, 15, 2015/06/10) */
Contact Name and Title: Greg ***
Contact Phone:***
Contact Email:***@windowconceptsmn.com
This is in response to the additional issues stated on May 7thThere was a minor drywall crack after the window was installed which Scott did repair with spackle on April 16thThis was the industry standard way to do the repairIn regards to the larger casing that was used on the bay windowThis is our standard policy to use the larger trim due to the fact that the frame of your old window was 3/4" and the new frame is 1/8" so a larger casing is required to catch the paint lines, not cover any damageThe condensation on the window was due to high humidity levels in that room of the houseThe windows were installed in February and any type of bay or bow extends beyond the home and if the home has excess humidity it will be attracted to this window since this is the coldest surfaceWindow Concepts did agree to reduce the job by $which would have left a balance of $When the owners came into our office to drop off the final payment the check was shorted by an additional $Window concepts reduced the price of the job to zero out the balanceAt this point we feel that the job was done properly and all the service issues have been resolvedIf there is any other outstanding warranty work we will be glad to resolve
Final Consumer Response /* (3000, 18, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from window concepts is unacceptable and they know why,we have foward all of our compliants to Ron .At this time we are still not happy with the quailty of the work done and the damage done to our wall.Also trying to hide the damage wall by installing larger trims
***

I am rejecting this response because:
This is an outright lieIn fact just minutes ago the tech was here to remove the glassJessica from window concepts was actually not going to send someone out until next week , but I said no, today you need tooAlso thermal windows is not coming until February 22ndThe contract was agreed and signed august 07th , not SeptemberHe failed to mention his company trying to cover up and caulk mold in the front window, poor craftsmanship on the trim, bad joints, and a total of trips months apart to install the windows, separate trips by the production manager The fact that the owner had to come out, and a representative from thermal windows in Pittsburgh pretty much says it all about the kind of work I got from this company We are seven months into the project yet now and still has not been completed or done rightThe owner will not except responsibility for a poor job on their behalfWhy should I have to wait this long to get a job done right? The urgency of this job has pretty much on itself that they don't care and they will do it when they have timeI have attached our contract which states the date it was agreed upon and signedWhat the owners also not telling you is that they forgot about our job until I called into the office and that's when they told me that our salesman no longer work there still to this day I don't know who our salesman isAlso the fact that he can't get dates and times right says how much she actually cares and what effort he's putting into this jobThe representative from thermal windows called me over a week ago to set up a date and time with meThe email also from Jessica that you see states that she will be getting with the thermal windows representative and that they have a date set up for February 22, she did not even know that their representative had talked to me directly alreadyI have sent a few attachments so you can see their incompetence and behavior towards my project, I deserve better

I spoke to Lynn *** today in regards to her service complaintThe windows were purchased in which is beyond our three year labor warrantyThe parts that are needed to complete her service are no longer availableBoth parties agreed that Window Concepts would order a new window and install
the product at a discounted price for the homeownersComplaint has been resolved

Initial Business Response /* (1000, 13, 2015/10/21) */
Per phone call from the business: "our warranty is only from years for labor and this was an initial install from almost years agoWe were out yesterday with glass that was the wrong thicknessWe are now waiting on the correct glass to
install"
Initial Consumer Rebuttal /* (3000, 15, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was NOT a warranty issueThe issue was we did not receive what we orderedWe ordered tempered glass windows (as required by law) and did not receive themIn addition, the windows were purchased years ago, not
Window Concepts made a mistake on the order and they should take responsibility for it

I am rejecting this response because:
As window concepts stated on the response to our Revdex.com complaint that we didn't approve, we received today a letter from you stating that you are withdrawing your offer to sell and install new windows for our property at *** *** *** * Farmington, MN, 55024.We are the impression that you are not aware of the whole situation as what we signed with window concepts back in 05-13-(more than months ago) was a binding contract for you to sell and an install new windows and Patio door in our propertyAt this point, we are well beyond the wait for approval as the way the procedure went since we contracted with shows and is a proof that approval was given to fulfill your contractual commitmentThe below steps have already been taken by window concept: 1-Signature of contract detailing the work and services to be provided ( before the signature the sales reps made few calls and sent pictures of windows to his manager to get approval and make sure that this work is done.2-your tech came out and measured the windows and patio door to be replaced3- Your manufacturer have already launched work on the products.4-Due to some issues with grading on one of the panels and the make of the wrong color product, a re-make was launched for the products which was supposed to be done days laterAccording to Johnny, they would use the same glass but just need to re-make the frames in white.5- Window concepts (Johnny) said then that they have an issue with the glass when I requested an update from himAlso, a lady called from Window Concepts who was explaining to me that she has been trying to contact the manufacturer who had told her that they have a problem with the design on one of the windowsshe was supposed to get back to me with more details but never heard anything.6-An install was scheduled over the phone by that same person who called me forOctober 19th and 20th All the above steps that have been taken can be proved from your end or oursI have been communicating with Johnny through email and text messagesBelow is the email we exchanged and I can also provide the text messages if needed. At this point and based on what precedes, we cannot accept your withdrawal from this contract and request that we work together towards finding a solutionHere are some of them: Finish the work as stipulated in the contractYou can install the windows and patio door in a timely manner and negotiate a solution for the Kitchen window that seem to be problematic to the manufacturer. Or Get us set up for service by another company with same terms and quality of product and serviceThe timeline can be extended by couple of weeks if needed. We have been very patient and cooperative throughout this stressful process and we have wasted all summer to complete this project because we needed replacement before winter hits as our current windows are leaking really bad and if winter this year is very cold, our energy bills are going to skyrock and my kids wouldn’t feel comfortable in their own house. Please take all the above into consideration and get back to us with resolution at your earliest convenience. Thanks, *** *** & *** ***

Initial Business Response /* (1000, 5, 2015/04/02) */
I am truly sorry that your service request was not done in a timely mannerWe definitely don't want our customers to feel neglectedIt looks like Ron spoke to you and has a technician scheduled to come out to your home on April 10th from 12-
PMI am also sending you out a gift certificate to have diner on us for the poor customer service that you have receivedIf you have any other questions or concerns feel free to contact me directly
Initial Consumer Rebuttal /* (3000, 8, 2015/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the formal apology, however, we find that a gift certificate for dinner doesn't make up for the amount of heat and air we lost for over the period of almost a yearI would like this case to remain open until the screen door has been installed and any/all compensation has been receivedAs habit has dictated by window concepts, we would like to avoid any further neglect

We did contract work with *** *** on March 11th for the purchase and installation of windowsOn the top right corner of our contract we give all customers an estimated installation dateHer contract which I have attached says 8-weeksWe installed her job at the week markAt the
end of April/beginning of May, *** did email Jonny who was on vacation checking the status of her jobJonny turned this over to Lindsay who was our scheduler to contact the homeowner and give a status updateIt turned out that Lindsay never fulfilled Jonny's request and due to this her employment was terminated with Window ConceptsOn May 6th she emailed Jonny who than contacted Janelle who informed *** that her windows would arrive on May 18thThe windows did arrive but one of the windows was damaged in shippingWe were also waiting on the inside trim packs which were not going to be here until the end of the monthThe replacement window did arrive on May 24th and a few days later we did receive the trim pack. On June 2nd at 5:PM we did receive a threating email from *** stating that she was going to take legal actionJonny called her the next morning and scheduled her installation for June 10thThe crew completed the installation and the customer reviewed the install and paid the foreman. *** did email Jonny on June 12th questioning all of the nail holesHe replied the next day if she could send some pictures so that he could resolve her concernsJonny did no get a reply back*** spoke to one of our representatives at one of the county fairs a few weeks later and turned over the service request to the officeAmy spoke to *** on July 22nd and scheduled a service for July 29th to fill the nail holes and also to check on a broken lockMike went out to the home and filled all of the nail holes and the customer also had a concern with one of the windows not locking properlyThe top sash of the window was not in the closed position so he showed the proper way to lock the windows to the customerThe service order was signed that the work was completed and no other issues were mentionedI received an email on August 15th at PM stating that she had a pest specialist come to her home and told her that the improperly fitting windows were causing a mice problemI spoke to her at AM the next morning and scheduled the production manager to inspect her windows the next weekAll of her windows were a full frame install which means that we went down to the rough opening and that the windows have a nail fin which would have been taped to the house wrapA permit was pulled on the job and the city of Apple Valley inspected it twice and it passed both timesNo damage was ever mentioned to our service manager, our service technician who was at her house or Jonny her sales repWe are more than willing to handle any service issues, but I think that we should have had the opportunity to resolve an issue before a complaint is filed

Initial Business Response /* (1000, 5, 2015/07/24) */
Window Concepts first would like to thank the Quam's for doing business with our companyIt sounds like their is some miscommunications with all partiesI just checked our schedule and we have you set for Monday July 27th to complete your job
The installer Bob also told me that he spoke to your husband yesterday on the phone and confirmed that he was going to your home to complete the jobOn July 13th when we were out at your home the installer bend the top of the walls which produced a mark on the panelWe could have installed these panels and once we received the new walls we could have switched them out so that you could use the showerWe were told that you had other full baths and to just reorder new wall panelsI checked Dave Jessey's current and deleted email records and it does not show any emails regarding your install in the month of JulyI did leave a message on both of your phone numbers to discuss your bath and try to get your issues resolved
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In the response Windows concepts did not mention that the reason for our complaint was that we were lied to by the sales personThe sales person told both my husband and myself that the reason for the delay was the addition of the foot rest as it is manufactured into the wall of the unit; which per the owner said this is not true; the owner said look at the web site it clearly says it is a loose piece
The owner of Windows Concepts that I talked to on July 24th wanted to talk to my husband when my husband called the owner all he said was I do not need to talk to you; the owner asked that my husband call to verify the conversation between the installer and my husband on July 13th when installation could not be completed
I do not see anything in the response of the money that will be taken off the sale
The owner of Windows Concepts said 1,ooo.oo but that was to be agreed on when my husband called him on July 24th but that conversation never took place
WE will not close this case until a written agreement is in writting that 1,dollars is taken off the price of the product that was to be installed in May of and final installation was today July 27th
The owners reply certainly tells me the quality of the business and trying to over look a business agreement is not acceptable and rating should not be held with the Revdex.com
Final Consumer Response /* (4200, 8, 2015/07/28) */

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

All issues have been resolved and the windows are going to be installed on November 30th

I am sorry about typing in the wrong date of the contractThe contract was signed on August not September 11th and the service with Thermal Windows and doors was set for February not January 22ndJessica did call you on Friday February 10th to schedule an appointment to have someone come out to clean the broken glassShe did try to schedule for the following week which would be the procedure because our customers generally want advance noticeYou did insist that someone come out that day and we did accommodate your requestShe was only instructed to schedule the service visit and wanted to verify that all parties were aware of the date that the Thermal service tech would be out at your homeThe Thermal tech and our service tech were out at your home on Wednesday and they switched out sashes on one window and changed the weather-stripping pad on the others plus added addition baffles to the other windows as neededWe are currently waiting for a cold day to see if this corrects the condensation issuesOnce we see the results from a cold day we will either switch out the sashes or the glass unitsI also said the issues with the trim will be resolved after we get the condensation on the windows resolvedI don't want to fix the trim if we have to remove it againAs of this date we have not charged your Wells Fargo account any moneyWindow Concepts has reduce the price of the contract by $per the email that you attached previouslyWe also added that front window at no charge and did the rotten wood replacement around the front windowOnce the condensation issues are resolved I will have someone come out to your home and they will replace the jambs on all of the windows except the half round for free plus reinstall the trim which was also done at no chargeI am sorry about all of the delaysWe are working with the manufacturer to resolve all of your complaints

Initial Business Response /* (1000, 5, 2015/01/16) */
Window Concepts of Minnesota appreciates you choosing us for your home improvement needs. I spoke to our service manager [redacted] and it shows that we did receive a call from you on January 2nd and [redacted] returned your call on the following Monday. The...

service issue that you are experiencing is covered under warranty at no charge and we would be more than willing to schedule a technician to come out to your home and do the repairs. We called again today and left you a message to schedule the warranty repair. Please give our service manager a call so we can get your warranty repair resolved.

I am rejecting this response because: The company ignored my request to remove the roofing...

material and refund my deposit. Roofers arrived on July 26, one full month after the work had been scheduled to begin. The roofers worked for three days on what I was told would be a one-day project. On Aug. 2 I spoke to the owner of Window Concepts. He said he understood that the roof work had been completed. I told him the work has not been completed, however, since although the roofers left six days ago, a large pile of roofing materials remains on my front lawn, and the heat cable has not been reinstalled (in spite of the written agreement to do so in the contract).

I just spoke to the homeowner and we scheduled a time to bring out and install the new screen with pet screen mesh after 3PM.

Initial Business Response /* (1000, 5, 2015/06/03) */
We are truly sorry about the delays in your service. The new sashes have arrived at our factory and I had Ron leave you a message to setup a time to get your service resolved. I also gave Ron some gift cards for the delays. Please call him on...

the main line and if he is away from his desk have them page him so that we can get your order completed. Thank you.

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.I received a voicemail from the business today. I just hope they don't schedule a time with a four hour window for a five minute job.

Window Concepts of Minnesota Inc. contracted with Valarie [redacted] for the purchase and installation of bathroom remodeling on February 16th, 2016. At the time of the contract the customer was given her...

notice of right to cancel plus this is preprinted on her contract.  Once the job was written up it was turned over to our scheduler to set the material check which she left messages on 2/26, 3/2, 3/3, 3/4, and 3/8. We were able to set up a date of April 1st to have a supervisor come out to the home and do the material check. On March 31st we left a message with Ms. [redacted] that we had to reschedule her material check.                  On April 6th we received a letter from Ms. [redacted] dated 4/5/16 stating that she wanted to cancel the contract because she felt that she received poor customer service and that her sales representative did not return her phone call from April 1st. Our sales manager Jonny [redacted] spoke to Ms. [redacted] on April 6th and offered a Saturday material check.  Our normal hours to do the check are from Monday thru Friday from 9 AM until 4 PM.  Scott who does all of the material checks was willing to work on his day off to help out this customer. Mr. [redacted] also apologized for Dave not returning her phone call promptly. The customer refused this offer and wanted to cancel her contract. We inform her that she was beyond her three days to cancel and that by signing the agreement she agreed to a 40% liquidated damaged cost. Mr. [redacted] also informed Ms. [redacted] that Window Concepts would be willing to proceed with the job at a reduced price or offer a partial refund for cancelling outside of the notice of right to cancel period.  Ms. [redacted] declined both options.                  On May 10th we received a certified letter from Ms. [redacted] stating that she felt pressure into purchasing the bathroom at the initial visit. This was never mentioned in the prior letter or on any of the other phone conversations. At this point Window Concepts is willing to reduce the price of the job or give the customer a partial refund of $968.00.