Window Concepts of Minnesota, Inc.

Initial Business Response /* (1000, 9, 2014/11/26) */
We are doing Mrs. [redacted]'s job on Friday, November 28th. After the install, we will have a more elaborate response.
Initial Consumer Rebuttal /* (3000, 11, 2014/11/28) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
I was scheduled for the install for 11/28/14. Between 8-10am. I took the day off from work. Window Concepts called at 10:15 to tell me that the install was cancelled and that I needed to reschedule. I told the woman who called that I wanted to speak with the owner. I was told that he was not in today. I told her that I wanted him to call me asap.
I am so furious, Now the only thing that will make me happy is a huge discount or to cancel my entire contract.
Final Business Response /* (4000, 13, 2014/12/11) */
We had the [redacted]'s scheduled for their installation the Friday after Thanksgiving which was November 28th. The Installers were planning on going to the customers house but had to finish up a previous job from Wednesday. Our normal policy is that we don't start a new job until the previous job is completed. It took longer than they expected to complete the project. I was out of state so our Sales manager tried to call Sara [redacted] directly over the next few days but none of his calls were accepted. Window Concepts will be willing to discount her job by $500.00 for her inconvenience. In regards to her service on her windows that were purchased in 2011 we inform the [redacted]'s that the manufacturer did go out of business this past year. We also informed them that we were willing to honor the warranty at our expense. Since we are unable to get a replacement sash for her defective interlock we agreed to replace the entire window at no charge.

Initial Business Response /* (1000, 5, 2015/07/10) */
Window Concepts truly appreciates your business and has been trying to work out a solution for your screen. According to the manufacturers warranty if a part is no longer available than they have the right to substitute it for a comparable...

product at their discretion. Since the manufacturer is no longer in business Window Concepts has been honoring the manufacturers warranty at our own expense. We have two solutions to resolve your screen issue. The first is a flex screen which is a new product that we are just offering or a full screen from our new supplier. I left you a phone message today. So when you are able to return my call we can decide on which option is best for you.

Thank you [redacted] for choosing Window Concepts for your remodeling needs. We tried to inform all of our customers that siding install times are running behind schedule. Do to the storm the demand for siding has tripled but the labor force to install the product has remained the same. Most of our crews...

are working 7 days a week to try to complete all of our contracted work. Our crews go from project to project as soon as they complete their previous assignment. I will have Tiffany reach out to you to give you a rough idea of a start time. Thank you for being patient.

Initial Business Response /* (1000, 7, 2014/11/24) */
Window Concepts of Minnesota has been running behind on our window and door installation due to the high volume of window sales this year. Our crews are working six days a week and long into the evening to try to accommodate all of our customers...

plus maintain a high level of quality. I apologized personally to Mr. [redacted] for the delays and was able to schedule a Saturday install, because he was rescheduled once so he would not be inconvenienced. I had two supervisors install his product to make sure the product was done to his satisfaction. In no way was the customer defrauded. We completed the front door that day and came back on the following week to complete the rest of the job. All of the work has been completed to the customers satisfaction.

Final Consumer Response /* (2000, 7, 2015/09/10) */

I am rejecting this response because:
We had a salesman come to the house, looked at our windows and told us that we definitely need new windows and that their windows would resolve our leaky, freezing and molded windows.  We had a choice of complete window replacement or just inserts.  I asked what the difference was and he said he would suggest we just do the inserts because our frames are in very good shape.  At no time during the presentation were we told the freezing and condensation was from high humidity.The first winter we experienced leaky windows and freezing/iced up windows and eventually mold.  We had St Croix Energy Solutions come out and took infrared pictures of the leaky windows they show where the air is coming in.  I will see if I can locate that report and send laterThis winter we are still having the same issues, air leaking in from between the sashes and on the sides causing freezing windows.  We are in no better shape we were in with the old windows, we are out $17000.  The patio door is the only one not leaking.  We are requesting a reimbursement because we were told our windows were so bad and inserts would solve our issues.

Thank you for taking time to discuss your door purchase with me this afternoon. I am truly sorry about the multiply times that we had to reschedule your installation. I understand that it has been a very frustrating  experience dealing with us. I would like the opportunity to make it right and...

as per our conversation. I am proposing the following resolution.  Window Concepts is willing to refund an additional $3000.00 upon installation of door. If we do not install the door on the  date mutually agreed by both parties than Window Concepts will refund the balance of money paid by [redacted] and cancel out his contract dated March 16, 2017. Window Concepts will complete the job per the contract dated March 16, 2017 and nothing will change from the contract except the price. Upon completion of work the [redacted]’s will retain all warranties for materials and labor.

Final Consumer Response /* (2000, 5, 2015/07/27) */
Window Concepts has completed the work. I would like to state that this issue has been resolved.
thank you
[redacted]

The windows were contracted with Window Concepts on September 11 2016.  We did receive a phone call from [redacted] at the end of November checking on his window. I spoke to him and informed him that we needed to remeasure the half round window because of manufacturing issues with the...

factory. I offered to replace the inside casing on all of his windows except the half round window at no charge due to the delay in delivery. This was agreed to by both parties. When the installers arrived the homeowner was upset that the installers were subcontractors not employees. Window Concepts is proud of the fact that we use both types for our installation. We do not guarantee which type will be doing the install. During the installation we found one of the back windows was missing so we contacted the factory and they reproduced the window for our next delivery. The following day [redacted] called me stating that one of the windows was not included in the contract. I reviewed the contract and all of the sales reps notes and there was no mention of this front window. I asked [redacted] to send me a photo so I could get an idea of where the window was located. The window was in there laundry room by their front door. I felt that this made no sense that this window would not have been done even though they were not charged and not included in the contract. I offered to ordered the window at not charge. Later on that day I received another call from [redacted] in regards to rotten wood replacement on their front window. I explained that our contract includes the jamb, casing, brick mold, and stops which would be replaced if  they were structurally insufficient. The wood that was rotten were the 2 x 4s and built rite which are considered part of the wall not the window. I did inform [redacted] that we would replace the wall at no charge even though it was not part of his contract. When the windows were finally completed we received another call about issues in regards to workmanship. Our production manager went out to there home and agreed to the corrections. The installer came back and competed the work. We received another call once the temperature dropped to below zero in regards to condensation on his windows. I went out to the house with our production manager. We inspected all of the windows and felt that some of the windows were colder at the bottom than the top so we informed the customer and spoke to our contact at the factory.I informed [redacted] that the factory would have their sales manager come look at the windows to determine the next step. He also mentioned that when we removed the back window one of the panes of glass broke and that there was broken glass remaining under the window. I told him that we would have someone out once the snow melted to clean it up. We did it today. Paul from Thermal Windows came out to the home and inspected the windows and than had to relay the information to his supervisor to determine the next step. Paul called [redacted] back within a few days and informed him that the factory was going to send out their service tech to with some different sashes to resolve their complaints. The service is set for January 22nd in the morning.

Initial Business Response /* (1000, 5, 2015/03/08) */
First, I would like to thank you for choosing Window Concepts for your home improvement project. I am truly sorry that we were unable to come out to your home on February 19th to complete your service. Our service tech was tied up completing a...

service for another customer and lost track of the time. Our Service Manager and Scheduling Manager both called the following day on February 20th and spoke to your wife. Our service tech felt so bad about missing your appointment that he offered to come out the next day which was on a Saturday his day off to complete your service request. Your wife declined that offer and rescheduled for March 19th because she was off that day and would not interfere with any other plans . We also informed her that we were going to send her out two gift cards for your inconvenience. Please feel free to contact me back if the above information is not correct, but I believe that we have everything resolved and will be seeing you on March 19th to complete your service request.

The roofing materials were removed this morning and the installers will be coming out to reinstall the heat tape this week.

The installer noted that the customer wanted a single cylinder deadbolt with thumb turn on his paperwork which he turned into the office. The contract was marked double cylinder deadbolt. The office ordered the new deadbolt the following day and arrived in our office today (Dec 6th). We have left a...

message for the customer to switch out the deadbolt.

Initial Business Response /* (1000, 8, 2015/01/12) */
We apologize for the delays in servicing your front window. Armaclad Windows which is the manufacturer, did go out of business in June of this past year. They shut down their plant which voided out all of their window warranties. It has taken us...

a little longer than we had planned to secure replacement parts and the correct size for your defective window. Window Concepts is going to cover the cost of the replacement glass pact at our expense and I spoke to [redacted] our service manager who has you on the schedule for January 16, 2015 to complete the repairs. In regards to the credit it looks like the rep was willing to eat the cost up to $400 if we needed to replace or repair any siding. He informed me that he did this as a courtesy so that you felt comfortable that the price would not increase.
Initial Consumer Rebuttal /* (3000, 10, 2015/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response, because they never showed up on 1/16/15 as promised. No phone call, nothing.
The Revdex.com can please close out this compliant as "Unsatisfactory"- to say the least. Windows Concept is off the hook. I don't trust them, their word meant nothing and I don't wish to see them or do business with them again. If they indeed do have the replacement glass - save it and don't bother. A dissatisfied customer spreading the word costs a business far more than if they provided excellent service in the first place.
My thanks to the Revdex.com for doing what you could.

I am rejecting this response because:No solid date for installation start or completion on home improvement project. No response on several requests for project completion by 9/21/17 or full deposit refund with voided contract on that date if inability to perform work.  Storm damage occurred June 11, contract was signed May 15.  Owner, Greg [redacted] has left differing voice message throughout month, Aug 18 stating there were couple projects ahead of mine, Aug 28 states thinks he has 6 jobs ahead of mine, Aug 29 he states mine will be after the next job and plans on completion in Sept.  Seems unlikely on the 28th of Aug there were probably 6 ahead of mine, and the next day, jumps to one ahead.  I have been unable to move ahead to hire a different contractor due to this company failing to complete work in a reasonable time frame and refusal to give me a refund on my deposit.

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 if the windows are delivered in a timely manor and look ok. We just want this unpleasant experience behind us.If window concepts employee at the time we 1st complained had handled this faster and hadn't lied to us about hiring a former employee from armaclad this problem never would have happened.Customer Service needs improvement.

I am rejecting this response because:
I will not be able to speak to the person who is to help me until Monday, October 9th when they return to the office.

We started [redacted]'s project the middle of last week and are looking to complete the project this week weather permitting.

I am rejecting this response because:In regards to Window Concept’s response, they had specifically stated that “the windows included a lifetime warranty on the parts, lifetime on the glass, and 10 years on the finish throughout the manufacturer.”  However, it is not my responsibility that the manufacturer has gone out of business.  I was under no impression, nor was I informed, that the warranty was completely void in this type of situation.  If I had done business with the manufacturer directly, then this would be a completely different story.  It was sold to me that the windows were under warranty, again, which they did not specify conditions of when a manufacturer has gone under.  Also, their response did not explicitly state those conditions.  This should not fall on my responsibility to handle the costs of the windows that only lasted 3 years.  Also, at the time of purchase, which was actually August 17, 2013 (which was the date of my initial deposit for the windows), the sales person indicated and promised that the windows were under lifetime warranty.  This was the reason why I wanted to do business with them because of the lifetime warranty.  Then the completion of installation occurred on October 28, 2013.  2.5 years later, I had reached out to Windows Concept again because there I had noticed visible cracking and pain discoloration on my windows. Now I have gone to the Revdex.com to official file a complaint due to the fact that I was denied full warranty on these windows

Window Concepts of Minnesota Inc.. appreciates the opportunity to provide [redacted] & [redacted] with new windows for their home. We ordered the windows from the manufacturer months ago but they still have been unable to manufacturer all of the product due to the nonconforming shape of...

the kitchen window. We have made numerous phone calls and emails to get these windows produced and delivered to our office and we even offered  to allow the homeowners to cancel the contract but they declined. At this point Window Concepts feels that if would be better for both parties to cancel out this project. We will send out a letter to the homeowners informing them that the contract is not accepted by Window Concepts and they are free to contract their order with someone else.

I am sorry about the delays in installing your  siding. We truly appreciate you choosing our company and have full intentions of fulfilling the contract. This has been a very challenging year for siding installation in the Twin Cities with the massive amount of storm damage. There is an...

extreme shortage of crews available to do installations but with an abundance of work available. We are currently quoting people 20 weeks. A lot of the crews are jumping from one company to the next who ever will pay them more. We have increase are pay by over 40% to our crews but we are still honoring the pricing to customers that are under contract. Our crews go from one job to the next so it is extremely hard to give an exact date for installation. I think we have 6 jobs ahead of yours. I should have a better idea within the next ten days. If you have any questions you can call me directly at ###-###-####.  Every time you have contacted me I have returned your call. It is easier for me to talk on the phone than to write emails since I am in and out of the office a lot.