I am rejecting this response because: The company ignored my request to remove the roofing material and refund my depositRoofers arrived on July 26, one full month after the work had been scheduled to beginThe roofers worked for three days on what I was told would be a one-day projectOn AugI spoke to the owner of Window ConceptsHe said he understood that the roof work had been completedI 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)
The installer noted that the customer wanted a single cylinder deadbolt with thumb turn on his paperwork which he turned into the officeThe contract was marked double cylinder deadboltThe 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 / [redacted] (1000, 6, 2015/09/23) */ First, Window Concepts would like to thank you for your businessWe would also like to apologize for the delays in getting our tech out to your home to look at your entry doorOn September 22nd a service tech was out to your home because we were informed that you were having a hard time opening your back doorAccording 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 doorThe install looks good and the revel around the door on all sides is goodThere is no hump in the sillWe talked to the factory and they informed us of a way to lower the threshold by another 1/16th of an inchWe will call today to scheduleOtherwise the door seems to us to work according to the manufacturer's specificationsWe also inform the customer that there should always be some tension otherwise the seal will not work properly Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/09/23) */ First, Window Concepts of Minnesota Incwould like to thank Mr [redacted] for choosing us to do work on his homeGenerally a bathroom project like the one we did for this homeowner is a day job, but in this situation there was a lot of hidden damage in his bathroomWhen the installer started the demo, the first thing he did was to remove the soap dishUpon removal of the soap dish water began to run out of the wallThe grout had deteriorated so badly that water had been building up inside of the wall which caused considerable damage and was not visibleThe installer immediately notified the office to determine how he should proceedAfter reviewing the contract the only thing that was included was the backer board replacementAccording 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 materialInstead the company decided that we would not charge the customer for the additional labor and materialThis extra work would have been $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 dumpsterThis was over hoursOn 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 dayOn Friday he was told by the mother that she had to leave by PM so we were only aloud to work a partial dayThe installer was also told that he was not allowed to work on the house unless someone else was homeGenerally 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 careThis was his weekend to spend with his daughter so he was limited on the times that he was able to workThat is why he was only able to work a few hours on Saturday morning and Sunday eveningAll 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 chargeWe 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 contractWe 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 / [redacted] (1000, 8, 2015/01/12) */ We apologize for the delays in servicing your front windowArmaclad Windows which is the manufacturer, did go out of business in June of this past yearThey shut down their plant which voided out all of their window warrantiesIt has taken us a little longer than we had planned to secure replacement parts and the correct size for your defective windowWindow 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, to complete the repairsIn regards to the credit it looks like the rep was willing to eat the cost up to $if we needed to replace or repair any sidingHe informed me that he did this as a courtesy so that you felt comfortable that the price would not increase Initial Consumer Rebuttal / [redacted] (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/as promisedNo phone call, nothing The Revdex.com can please close out this compliant as "Unsatisfactory"- to say the leastWindows Concept is off the hookI don't trust them, their word meant nothing and I don't wish to see them or do business with them againIf they indeed do have the replacement glass - save it and don't botherA 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
The windows were contracted with Window Concepts on September We did receive a phone call from [redacted] at the end of November checking on his windowI spoke to him and informed him that we needed to remeasure the half round window because of manufacturing issues with the factoryI offered to replace the inside casing on all of his windows except the half round window at no charge due to the delay in deliveryThis was agreed to by both partiesWhen the installers arrived the homeowner was upset that the installers were subcontractors not employeesWindow Concepts is proud of the fact that we use both types for our installationWe do not guarantee which type will be doing the installDuring the installation we found one of the back windows was missing so we contacted the factory and they reproduced the window for our next deliveryThe following day [redacted] called me stating that one of the windows was not included in the contractI reviewed the contract and all of the sales reps notes and there was no mention of this front windowI asked [redacted] to send me a photo so I could get an idea of where the window was locatedThe window was in there laundry room by their front doorI 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 contractI offered to ordered the window at not chargeLater on that day I received another call from [redacted] in regards to rotten wood replacement on their front windowI explained that our contract includes the jamb, casing, brick mold, and stops which would be replaced if they were structurally insufficientThe wood that was rotten were the x 4s and built rite which are considered part of the wall not the windowI did inform [redacted] that we would replace the wall at no charge even though it was not part of his contractWhen the windows were finally completed we received another call about issues in regards to workmanshipOur production manager went out to there home and agreed to the correctionsThe installer came back and competed the workWe received another call once the temperature dropped to below zero in regards to condensation on his windowsI went out to the house with our production managerWe 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 stepHe 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 windowI told him that we would have someone out once the snow melted to clean it upWe did it todayPaul 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 stepPaul 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 complaintsThe service is set for January 22nd in the morning
Final Consumer Response / [redacted] (2000, 5, 2015/07/27) */ Window Concepts has completed the workI would like to state that this issue has been resolved thank you [redacted]
Window Concepts of Minnesota Incappreciates the opportunity to provide [redacted] & [redacted] with new windows for their homeWe 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 windowWe 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 declinedAt this point Window Concepts feels that if would be better for both parties to cancel out this projectWe 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
Window Concepts has the right per the agreement to cancel it out if not approved by an Officer of the CompanyUnfortunately 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 / [redacted] (1000, 5, 2015/10/20) */ On October 20th, our production manager and gutter supervisor meet with the homeowner and reviewed his complaintsIt was determined that the gutters were properly installed but were getting clogged by the large trees that were overhanging the roofWe recommended that the owner get gutter guards installed on his gutters to resolve this problem in the futureAll issues have been resolved Initial Consumer Rebuttal / [redacted] (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 falseThe installer is in the the process of making the corrections, but has not yet returned for completionThe angle of some sections of gutter and openings of down spouts needed correctionWho ever made this response was misinformed or totally minimizing the facts
I did leave [redacted] a call to try to resolve her complaintOur scheduling manager also left [redacted] a message on Friday but we have not heard backTo my understanding the roof has been completed
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 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 years Also, at the time of purchase, which was actually August 17, (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, years later, I had reached out to Windows Concept again because there I had noticed visible cracking and pain discoloration on my windowsNow 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
Thank you for taking time to discuss your door purchase with me this afternoonI am truly sorry about the multiply times that we had to reschedule your installationI understand that it has been a very frustrating experience dealing with usI would like the opportunity to make it right and as per our conversationI am proposing the following resolution Window Concepts is willing to refund an additional $upon installation of doorIf 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, Window Concepts will complete the job per the contract dated March 16, and nothing will change from the contract except the priceUpon completion of work the [redacted] ’s will retain all warranties for materials and labor
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
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 $ 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
I am sorry about the delays in installing your sidingWe truly appreciate you choosing our company and have full intentions of fulfilling the contractThis has been a very challenging year for siding installation in the Twin Cities with the massive amount of storm damageThere is an extreme shortage of crews available to do installations but with an abundance of work availableWe are currently quoting people weeksA lot of the crews are jumping from one company to the next who ever will pay them moreWe have increase are pay by over 40% to our crews but we are still honoring the pricing to customers that are under contractOur crews go from one job to the next so it is extremely hard to give an exact date for installationI think we have jobs ahead of yoursI should have a better idea within the next ten daysIf you have any questions you can call me directly at ###-###-#### Every time you have contacted me I have returned your callIt is easier for me to talk on the phone than to write emails since I am in and out of the office a lot
I am rejecting this response because: The company ignored my request to remove the roofing material and refund my depositRoofers arrived on July 26, one full month after the work had been scheduled to beginThe roofers worked for three days on what I was told would be a one-day projectOn AugI spoke to the owner of Window ConceptsHe said he understood that the roof work had been completedI 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)
The installer noted that the customer wanted a single cylinder deadbolt with thumb turn on his paperwork which he turned into the officeThe contract was marked double cylinder deadboltThe 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
Final Consumer Response / [redacted] (2000, 7, 2015/09/10) */
We started [redacted] 's project the middle of last week and are looking to complete the project this week weather permitting
Initial Business Response / [redacted] (1000, 6, 2015/09/23) */ First, Window Concepts would like to thank you for your businessWe would also like to apologize for the delays in getting our tech out to your home to look at your entry doorOn September 22nd a service tech was out to your home because we were informed that you were having a hard time opening your back doorAccording 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 doorThe install looks good and the revel around the door on all sides is goodThere is no hump in the sillWe talked to the factory and they informed us of a way to lower the threshold by another 1/16th of an inchWe will call today to scheduleOtherwise the door seems to us to work according to the manufacturer's specificationsWe also inform the customer that there should always be some tension otherwise the seal will not work properly Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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 / [redacted] (1000, 5, 2015/09/23) */ First, Window Concepts of Minnesota Incwould like to thank Mr [redacted] for choosing us to do work on his homeGenerally a bathroom project like the one we did for this homeowner is a day job, but in this situation there was a lot of hidden damage in his bathroomWhen the installer started the demo, the first thing he did was to remove the soap dishUpon removal of the soap dish water began to run out of the wallThe grout had deteriorated so badly that water had been building up inside of the wall which caused considerable damage and was not visibleThe installer immediately notified the office to determine how he should proceedAfter reviewing the contract the only thing that was included was the backer board replacementAccording 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 materialInstead the company decided that we would not charge the customer for the additional labor and materialThis extra work would have been $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 dumpsterThis was over hoursOn 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 dayOn Friday he was told by the mother that she had to leave by PM so we were only aloud to work a partial dayThe installer was also told that he was not allowed to work on the house unless someone else was homeGenerally 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 careThis was his weekend to spend with his daughter so he was limited on the times that he was able to workThat is why he was only able to work a few hours on Saturday morning and Sunday eveningAll 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 chargeWe 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 contractWe 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 / [redacted] (1000, 8, 2015/01/12) */ We apologize for the delays in servicing your front windowArmaclad Windows which is the manufacturer, did go out of business in June of this past yearThey shut down their plant which voided out all of their window warrantiesIt has taken us a little longer than we had planned to secure replacement parts and the correct size for your defective windowWindow 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, to complete the repairsIn regards to the credit it looks like the rep was willing to eat the cost up to $if we needed to replace or repair any sidingHe informed me that he did this as a courtesy so that you felt comfortable that the price would not increase Initial Consumer Rebuttal / [redacted] (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/as promisedNo phone call, nothing The Revdex.com can please close out this compliant as "Unsatisfactory"- to say the leastWindows Concept is off the hookI don't trust them, their word meant nothing and I don't wish to see them or do business with them againIf they indeed do have the replacement glass - save it and don't botherA 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
The windows were contracted with Window Concepts on September We did receive a phone call from [redacted] at the end of November checking on his windowI spoke to him and informed him that we needed to remeasure the half round window because of manufacturing issues with the factoryI offered to replace the inside casing on all of his windows except the half round window at no charge due to the delay in deliveryThis was agreed to by both partiesWhen the installers arrived the homeowner was upset that the installers were subcontractors not employeesWindow Concepts is proud of the fact that we use both types for our installationWe do not guarantee which type will be doing the installDuring the installation we found one of the back windows was missing so we contacted the factory and they reproduced the window for our next deliveryThe following day [redacted] called me stating that one of the windows was not included in the contractI reviewed the contract and all of the sales reps notes and there was no mention of this front windowI asked [redacted] to send me a photo so I could get an idea of where the window was locatedThe window was in there laundry room by their front doorI 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 contractI offered to ordered the window at not chargeLater on that day I received another call from [redacted] in regards to rotten wood replacement on their front windowI explained that our contract includes the jamb, casing, brick mold, and stops which would be replaced if they were structurally insufficientThe wood that was rotten were the x 4s and built rite which are considered part of the wall not the windowI did inform [redacted] that we would replace the wall at no charge even though it was not part of his contractWhen the windows were finally completed we received another call about issues in regards to workmanshipOur production manager went out to there home and agreed to the correctionsThe installer came back and competed the workWe received another call once the temperature dropped to below zero in regards to condensation on his windowsI went out to the house with our production managerWe 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 stepHe 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 windowI told him that we would have someone out once the snow melted to clean it upWe did it todayPaul 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 stepPaul 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 complaintsThe service is set for January 22nd in the morning
Final Consumer Response / [redacted] (2000, 5, 2015/07/27) */ Window Concepts has completed the workI would like to state that this issue has been resolved thank you [redacted]
Window Concepts of Minnesota Incappreciates the opportunity to provide [redacted] & [redacted] with new windows for their homeWe 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 windowWe 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 declinedAt this point Window Concepts feels that if would be better for both parties to cancel out this projectWe 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
Window Concepts has the right per the agreement to cancel it out if not approved by an Officer of the CompanyUnfortunately 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 / [redacted] (1000, 5, 2015/10/20) */ On October 20th, our production manager and gutter supervisor meet with the homeowner and reviewed his complaintsIt was determined that the gutters were properly installed but were getting clogged by the large trees that were overhanging the roofWe recommended that the owner get gutter guards installed on his gutters to resolve this problem in the futureAll issues have been resolved Initial Consumer Rebuttal / [redacted] (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 falseThe installer is in the the process of making the corrections, but has not yet returned for completionThe angle of some sections of gutter and openings of down spouts needed correctionWho ever made this response was misinformed or totally minimizing the facts
I did leave [redacted] a call to try to resolve her complaintOur scheduling manager also left [redacted] a message on Friday but we have not heard backTo my understanding the roof has been completed
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 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 years Also, at the time of purchase, which was actually August 17, (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, years later, I had reached out to Windows Concept again because there I had noticed visible cracking and pain discoloration on my windowsNow 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
Thank you for taking time to discuss your door purchase with me this afternoonI am truly sorry about the multiply times that we had to reschedule your installationI understand that it has been a very frustrating experience dealing with usI would like the opportunity to make it right and as per our conversationI am proposing the following resolution Window Concepts is willing to refund an additional $upon installation of doorIf 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, Window Concepts will complete the job per the contract dated March 16, and nothing will change from the contract except the priceUpon completion of work the [redacted] ’s will retain all warranties for materials and labor
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
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 $ 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
The roofing materials were removed this morning and the installers will be coming out to reinstall the heat tape this week
I am sorry about the delays in installing your sidingWe truly appreciate you choosing our company and have full intentions of fulfilling the contractThis has been a very challenging year for siding installation in the Twin Cities with the massive amount of storm damageThere is an extreme shortage of crews available to do installations but with an abundance of work availableWe are currently quoting people weeksA lot of the crews are jumping from one company to the next who ever will pay them moreWe have increase are pay by over 40% to our crews but we are still honoring the pricing to customers that are under contractOur crews go from one job to the next so it is extremely hard to give an exact date for installationI think we have jobs ahead of yoursI should have a better idea within the next ten daysIf you have any questions you can call me directly at ###-###-#### Every time you have contacted me I have returned your callIt is easier for me to talk on the phone than to write emails since I am in and out of the office a lot