Window Concepts of Minnesota, Inc.

Initial Business Response /* (1000, 6, 2015/09/23) */
First, Window Concepts would like to thank you for your business. We would also like to apologize for the delays in getting our tech out to your home to look at your entry door. On September 22nd a service tech was out to your home because we...

were informed that you were having a hard time opening your back door. According to our tech he adjusted the threshold as low as it could go and it seemed to him that it worked fine, but the homeowner is still having a hard time opening the door. The install looks good and the revel around the door on all sides is good. There is no hump in the sill. We talked to the factory and they informed us of a way to lower the threshold by another 1/16th of an inch. We will call today to schedule. Otherwise the door seems to us to work according to the manufacturer's specifications. We also inform the customer that there should always be some tension otherwise the seal will not work properly.
Initial Consumer Rebuttal /* (2000, 8, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Window Concepts has the right per the agreement to cancel it out if not approved by an Officer of the Company. Unfortunately we are standing firm in our decision and reject proposal to have us contract with another company to install windows in your home.

Initial Business Response /* (1000, 5, 2015/10/29) */
The job was started on October 13th and was completed the following weekend. We received a call from Mr. [redacted] on Monday Oct 19th that he had a few small issues with his job. The production manager returned his call and documented all of his...

concerns and turned them over to the crew to complete. That Monday they started a new install on the other side of town and would not be able to complete his service request until the following week. This week the weather has been bad and most of our crews have not been working due to the rain. We received a call today from Mr. [redacted] stating that if we don't return his call immediately he would place a complaint with the Revdex.com. We called him back and our production manager came to his home and completed all of his service requests personally.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called on 10/19 to state that there were some issues that needed to be fixed. I left a message with one of the receptionists who I had been in contact with before. I received a return phone call from a man (I believe said he was the production manager) saying that he could come out Tuesday or Wednesday morning, 10/20 or 10/21, and that he would call me back to set up a time to come out. That way we could do a walk around the house together and make sure everything was to my satisfaction. I didn't receive any further phone calls the rest of the week. I was never informed of them being busy with another project. I then called again on Monday, 10/26, to ask if someone was still going to come out. I was then told that someone would be out on Wednesday, 10/28, to complete the work. No one showed up or called me Wednesday to tell me they weren't coming because of the weather. So on Thursday, 10/27, I called and informed them of my intent to file a Revdex.com complaint if they did not respond. I left a message with the company at 8:01am, since their website said they opened at 8am, and waited for about 2.5 hours. No one called me back to respond to my message. Since I had not heard anything by that time, I didn't believe anyone was going to come. I then submitted my complaint to the Revdex.com. At about 11:30am 2 people showed up to work on fixing the mistakes.
This is what happened from my end. No one ever contacted me saying why they never came out on the days they told me that someone would be here. To verify my account of what happened, I am willing to disclose my personal phone records for verification if necessary.

I did leave [redacted] a call to try to resolve her complaint. Our scheduling manager also left [redacted] a message on Friday but we have not heard back. To my understanding the roof has been completed.

Initial Business Response /* (1000, 5, 2015/09/23) */
First, Window Concepts of Minnesota Inc. would like to thank Mr. [redacted] for choosing us to do work on his home. Generally a bathroom project like the one we did for this homeowner is a 2 day job, but in this situation there was a lot of hidden...

damage in his bathroom. When the installer started the demo, the first thing he did was to remove the soap dish. Upon removal of the soap dish water began to run out of the wall. The grout had deteriorated so badly that water had been building up inside of the wall which caused considerable damage and was not visible. The installer immediately notified the office to determine how he should proceed. After reviewing the contract the only thing that was included was the backer board replacement. According to our agreement which is preprinted on all of our contracts this would have been considered a hidden defect, which should have been charged at a hourly rate plus material. Instead the company decided that we would not charge the customer for the additional labor and material. This extra work would have been $450.00 labor plus materials.
On the first day the installer had to load up all of the materials, tear off the wall tile, plaster, tub demo plus bring all of the debris back to the office dumpster. This was over 8 hours. On the second day the installer had to reframe the wall, pick up all of the extra supplies that were needed, and spray for mold, which needs a day to dry so we could not do any additional work that day. On Friday he was told by the mother that she had to leave by 1 PM so we were only aloud to work a partial day. The installer was also told that he was not allowed to work on the house unless someone else was home. Generally Window Concepts does not do work on the weekend but in this situation the installer was willing to work on Saturday and Sunday when he was able to secure child care. This was his weekend to spend with his daughter so he was limited on the times that he was able to work. That is why he was only able to work a few hours on Saturday morning and Sunday evening. All of the work was completed on Monday morning and the homeowner was able to use his Bathtub the following day.
Window Concepts does not believe a discount is appropriate since we had already done substantial additional work at no charge. We do not guarantee a time frame that the work will be completed plus their was additional work that we would not have known at the time of the contract. We were also limited to the hours that we were able to work and our employee worked on his scheduled off day to try to complete the project.

Initial Business Response /* (1000, 5, 2015/10/20) */
On October 20th, 2015 our production manager and gutter supervisor meet with the homeowner and reviewed his complaints. It was determined that the gutters were properly installed but were getting clogged by the large trees that were overhanging...

the roof. We recommended that the owner get gutter guards installed on his gutters to resolve this problem in the future. All issues have been resolved.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The statement that the gutters were installed properly is false. The installer is in the the process of making the corrections, but has not yet returned for completion. The angle of some sections of gutter and openings of down spouts needed correction. Who ever made this response was misinformed or totally minimizing the facts.

Initial Business Response /* (1000, 9, 2015/01/26) */
The [redacted]'s contracted work with Window Concepts on December 7, 2013 for the purchase and installation of 4 Armaclad windows. Since the time of the purchase the manufacturer has closed the plant and are no longer honoring any warranties. We...

informed the [redacted]'s as well as any other past Armaclad customers that we would honor the warranty at no cost to them. It has taken us a longer than expected time to complete their service due to attempting to match their product with our new manufacturer. When we receive any warranty parts from our new supplier they are all wrap so that they do not get damaged in shipping. We don't unwrap the product until we get to the home. The broken glass actually happened when our tech tried to install the glass in the existing sash. The only remaining service is on the screens which is set for February 6th in the afternoon. Window Concepts truly appreciates all of our customers and we are doing everything within our means to get their service issues resolved.
Initial Consumer Rebuttal /* (3000, 11, 2015/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were NOT informed that warranties would be honored. In fact, we were not informed that the plant closed until we repeatedly called to ask about the status of our windows in October 2014. And even then communication was to simply make excuses as to the delay.
The broken glass did NOT happen when the tech was trying to install the glass. The glass never made it out of the truck. The tech knocked on the door and said the glass was broken and he wouldn't be able to install. He also said he knew it was broken before he showed up, but he wanted to come and look at the window that needed replacing We called the service manager, Ron, and informed him of that exact situation and he was upset because the tech billed Windows Concept for work that wasn't done.
As far as we are concerned, the only remaining service is NOT on the screens. We have a window that we paid approximately $1,700 for and it does not match the other windows. During the four attempts it took Window Concepts to get the correct window ordered and installed, the manufacturer closed the plant. Because of Window Concepts mishandling of the situation,we have windows less than a year old and already have a mismatched window. The seal on the new window is metal, not rubber. The salesman originally sold us on the fact that the rubber seal was better than all competitors seals as rubber against glass is better than metal against glass.
Quite frankly, this is not the response we were expecting. We signed with Window Concepts of Minnesota to replace 4 windows. While we are sympathetic to Window Concepts manufacturer going out of business, we don't feel that is our problem. We have had 3 windows replaced. The fourth does not match the others and is not to our satisfaction. Anything other than a complete refund for that window is unacceptable.

Initial Business Response /* (1000, 11, 2015/09/04) */
Our service tech was out at the home on 8/10 and resolved the window screen issues. In terms of the window that the homeowner does not like the style. A twin double hung window was install in the kitchen, which is the most popular window style...

in the industry. We have installed thousands of these windows in the past in larger and smaller sizes. This is a personal taste issue so our reps are not able to advise customer on which style they will like the best. All of our representatives carry a compete portfolio of pictures of all the different styles for the consumer to choose from. At this point we would be willing to discount the price if the owner would like to go to a different style of window, but we are unable to do this for free. Our contract clearly states the style and size of the window and was signed off by the owners.