Initial Business Response / [redacted] (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 / [redacted] (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.
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 okWe 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
Initial Business Response / [redacted] (1000, 5, 2015/10/29) */ The job was started on October 13th and was completed the following weekendWe received a call from Mr [redacted] on Monday Oct 19th that he had a few small issues with his jobThe production manager returned his call and documented all of his concerns and turned them over to the crew to completeThat 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 weekThis week the weather has been bad and most of our crews have not been working due to the rainWe 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.comWe called him back and our production manager came to his home and completed all of his service requests personally Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called on 10/to state that there were some issues that needed to be fixedI left a message with one of the receptionists who I had been in contact with beforeI 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/or 10/21, and that he would call me back to set up a time to come outThat way we could do a walk around the house together and make sure everything was to my satisfactionI didn't receive any further phone calls the rest of the weekI was never informed of them being busy with another projectI then called again on Monday, 10/26, to ask if someone was still going to come outI was then told that someone would be out on Wednesday, 10/28, to complete the workNo one showed up or called me Wednesday to tell me they weren't coming because of the weatherSo on Thursday, 10/27, I called and informed them of my intent to file a Revdex.com complaint if they did not respondI left a message with the company at 8:01am, since their website said they opened at 8am, and waited for about hoursNo one called me back to respond to my messageSince I had not heard anything by that time, I didn't believe anyone was going to comeI then submitted my complaint to the Revdex.comAt about 11:30am people showed up to work on fixing the mistakes This is what happened from my endNo one ever contacted me saying why they never came out on the days they told me that someone would be hereTo verify my account of what happened, I am willing to disclose my personal phone records for verification if necessary
Initial Business Response / [redacted] (1000, 11, 2015/09/04) */ Our service tech was out at the home on 8/and resolved the window screen issuesIn terms of the window that the homeowner does not like the styleA twin double hung window was install in the kitchen, which is the most popular window style in the industryWe have installed thousands of these windows in the past in larger and smaller sizesThis is a personal taste issue so our reps are not able to advise customer on which style they will like the bestAll of our representatives carry a compete portfolio of pictures of all the different styles for the consumer to choose fromAt 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 freeOur contract clearly states the style and size of the window and was signed off by the owners
Initial Business Response / [redacted] (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 yearOur 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 qualityI 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 inconveniencedI had two supervisors install his product to make sure the product was done to his satisfactionIn no way was the customer defraudedWe completed the front door that day and came back on the following week to complete the rest of the jobAll of the work has been completed to the customers satisfaction
Initial Business Response / [redacted] (1000, 5, 2015/03/08) */ First, I would like to thank you for choosing Window Concepts for your home improvement projectI am truly sorry that we were unable to come out to your home on February 19th to complete your serviceOur service tech was tied up completing a service for another customer and lost track of the timeOur Service Manager and Scheduling Manager both called the following day on February 20th and spoke to your wifeOur 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 requestYour 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 inconveniencePlease 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
Thank you [redacted] for choosing Window Concepts for your remodeling needsWe tried to inform all of our customers that siding install times are running behind scheduleDo to the storm the demand for siding has tripled but the labor force to install the product has remained the sameMost of our crews are working days a week to try to complete all of our contracted workOur crews go from project to project as soon as they complete their previous assignmentI will have Tiffany reach out to you to give you a rough idea of a start timeThank you for being patient
Initial Business Response / [redacted] (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 / [redacted] (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.
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 okWe 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
Initial Business Response / [redacted] (1000, 5, 2015/10/29) */ The job was started on October 13th and was completed the following weekendWe received a call from Mr [redacted] on Monday Oct 19th that he had a few small issues with his jobThe production manager returned his call and documented all of his concerns and turned them over to the crew to completeThat 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 weekThis week the weather has been bad and most of our crews have not been working due to the rainWe 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.comWe called him back and our production manager came to his home and completed all of his service requests personally Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called on 10/to state that there were some issues that needed to be fixedI left a message with one of the receptionists who I had been in contact with beforeI 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/or 10/21, and that he would call me back to set up a time to come outThat way we could do a walk around the house together and make sure everything was to my satisfactionI didn't receive any further phone calls the rest of the weekI was never informed of them being busy with another projectI then called again on Monday, 10/26, to ask if someone was still going to come outI was then told that someone would be out on Wednesday, 10/28, to complete the workNo one showed up or called me Wednesday to tell me they weren't coming because of the weatherSo on Thursday, 10/27, I called and informed them of my intent to file a Revdex.com complaint if they did not respondI left a message with the company at 8:01am, since their website said they opened at 8am, and waited for about hoursNo one called me back to respond to my messageSince I had not heard anything by that time, I didn't believe anyone was going to comeI then submitted my complaint to the Revdex.comAt about 11:30am people showed up to work on fixing the mistakes This is what happened from my endNo one ever contacted me saying why they never came out on the days they told me that someone would be hereTo verify my account of what happened, I am willing to disclose my personal phone records for verification if necessary
Initial Business Response / [redacted] (1000, 11, 2015/09/04) */ Our service tech was out at the home on 8/and resolved the window screen issuesIn terms of the window that the homeowner does not like the styleA twin double hung window was install in the kitchen, which is the most popular window style in the industryWe have installed thousands of these windows in the past in larger and smaller sizesThis is a personal taste issue so our reps are not able to advise customer on which style they will like the bestAll of our representatives carry a compete portfolio of pictures of all the different styles for the consumer to choose fromAt 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 freeOur contract clearly states the style and size of the window and was signed off by the owners
Initial Business Response / [redacted] (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 yearOur 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 qualityI 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 inconveniencedI had two supervisors install his product to make sure the product was done to his satisfactionIn no way was the customer defraudedWe completed the front door that day and came back on the following week to complete the rest of the jobAll of the work has been completed to the customers satisfaction
Initial Business Response / [redacted] (1000, 5, 2015/03/08) */ First, I would like to thank you for choosing Window Concepts for your home improvement projectI am truly sorry that we were unable to come out to your home on February 19th to complete your serviceOur service tech was tied up completing a service for another customer and lost track of the timeOur Service Manager and Scheduling Manager both called the following day on February 20th and spoke to your wifeOur 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 requestYour 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 inconveniencePlease 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
Thank you [redacted] for choosing Window Concepts for your remodeling needsWe tried to inform all of our customers that siding install times are running behind scheduleDo to the storm the demand for siding has tripled but the labor force to install the product has remained the sameMost of our crews are working days a week to try to complete all of our contracted workOur crews go from project to project as soon as they complete their previous assignmentI will have Tiffany reach out to you to give you a rough idea of a start timeThank you for being patient