Window Concepts Reviews (%countItem)
Window Concepts Rating
Address: 33 W HIGGINS ROAD, SUITE 905, South Barrington, Illinois, United States, 60010-9136
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BACK IN JULY OF 2019 I PURCHASED A GARDEN WINDOW FROM WINDOWS CONCEPTS AND IT WAS ALSO INSTALLED. IN FEBRUARY OF 2020 THE WINDOW EXPERIENCE FROST INSIDE AND I NOTICE A CRACK IN THE WOOD AND WATER COMING OUT FROM THE SIDE AND MOLD AND BLACK STUFF COMING FROM THE FRAME.I CALLED AND TALKED TO BRIAN M AND HE SENT OUT A MAN NAMED CHARLIE FROM THE COMPANY THAT MADE THE WINDOW . HE SAID IT WAS CONDENSATION THAT CAUSE . I SAID THIS WAS THE ONLY WINDOW THAT HAD THE PROBLEM. I ASKED IF BRIAN MURPHY TO COME TO THE HOME IN FEBRUARY AND HE SAID NO SEND ME PICTURES . I SAID YOU NEED TO S EE THIS PICTURES WON'T HELP . SINCE THEN I CONTACTED THE BANK TO STOP PAYMENT ON A 4000.00 IN WHICH I ALREADY PAID HALF . THE BANK DID A DISPUTE AND SENT A LETTER OUT
In regards to the dispute. We did in fact receive our first call on Friday, February 14, 2020 after hours followed by another call Monday, February 17, 2020 before hours. Once in the office, Bob D called Ms O to explain how humidity may have caused condensation on the garden window in question. Ms O was not pleased with Bob's explanation so he sent a service request to the manufacturer of the window for further inspection the same day. The service inspection was completed in early March and the representative concluded due to a rapid decrease in temperature bringing overall reading below zero the next day, condensation had formed causing Ms O's problem. Condensation under these circumstances are deemed normal, especially on a window that projects from the wall.
Ms O was still unsatisfied with the assessment and reached out. Bob asked for photos as a means to further evaluate the situation. Bob had planned on making arrangements with all parties and informed Ms O due to the Covid-19 the meeting will be delayed. This case remains open until the proposed meeting takes place as we are still seeking a plausible resolution.
The allegations made by Ms O have not been confirmed at this time thus prompting another inspection with all parties present. Bob has remained in contact with all involved with hopes of orchestrating the meeting in the near future. Had it not been for the current conditions, due to the pandemic, we would have been there sooner.
Also, Ms O did not mention the dispute she referenced had been resolved, in Window Concepts favor, April 2, 2020. Window Concepts was found to have followed the terms and conditions of the agreement in regards to the dispute allegations.
Complaint: ***
I am rejecting this response because: This complaint should stay in effect until this window has been looked at by the owner . I fear that once the window is looked at that these people are to go off the humidity instead looking for the real problem the seal.
Sincerly
Ruth O
Had windows installed in the entire house by Window Concepts. This spring 2020 one is leaking. Called to have it checked out. Instead of an appointment being set up, I was told to send photos. Based on the photos I was told everything but the window or installation was to be blamed (siding, speculation that there is no tyvec wrap, and included blaming me For leaving the window open). Finally at the end of the call I was told someone would call me in a FEW WEEKS to actually come out and physically look at the window. Needless to say I called another company. At this point I have lost trust in Window Concept Inc.
Kris, thank you for reaching out to us about your customer service issue. The owner has reached out to you to rectify the situation. If you should ever need assistance in the future, please feel free to contact Brian Murphy directly for a swift response.
Purchased windows from the company 5.5 years ago. Was explained during the sales pitch that the windows are covered under lifetime warranty. In the last two weeks one of the window seals broke. Called the company to report the issue and schedule them to come out and replace the glass only to be told that the window manufacture is out of business and there is nothing they can do for me as there is no other manufacture that makes glass that is compatible with the windows. The company clearly wrote on the sales agreement that there is a lifetime warranty on the windows that was also transferable. This is a false statement/advertising on the companies behalf.
Revdex.com & Ms ***,
The manufacturer of the windows that were installed, did in fact go out of business. The manufacturer is the issuer of the lifetime warranty on the product (materials) and is solely responsible for fulfilling problems that may arise. It is common practice to point out warranties offered by the manufacturer to prospective customer(s).
Our warranty which is printed on the contract covers "workmanship (labor) for one year after the completion and will remedy substantial defects on written notice from buyer within such one year period." Though the circumstances are unfortunate, as a contractor, we can not be held liable for problems with products as we did not produce said products.
Once a company ceases to exist so does the warranty they offered. It is a harsh reality that negatively impacts consumers and businesses alike. For the record, we had no prior knowledge of the manufacturer's demise.
In speaking with Ms ***, I tried to convey I was sorry to be the bearer of bad news and went on to explain what's mentioned above. I believe she misunderstood my explanation as there may be window repair companies capable of replacing the glass in question.
Respectfully, there is nothing that states we would be responsible if a manufacturer goes out of business. As previously stated, we did not have prior knowledge to their demise. However, what is stated in the contract, "Contractor is not responsible for conditions or circumstances beyond its control." The circumstances of the business closing were in fact, beyond our control. Like you, we too were a adversely affected by their going out of business. Furthermore, we do not sell the warranty as it is offered through the manufacturer. It is product information that we share with our prospective customers.
Complaint: ***
I am rejecting this response because:
please look at the contract that was signed by us and your sales representative, #4. It clearly states lifetime warranty. That is false advertising if you are now saying that I’m this not something that you offer. I would like my window fixed or refund for that window.
Sincerely,
Sylvia
I could not express enough words, how much am pleased with this business from start to end, it’s my pleasure to work with Brian *** ( owner), Maria, mike *** ( sales person), and the last two-and more important one ( Jon,and ziggy) professional installer, Who did great job installing siding on my house, and extra work for me that I asked them to do, minding you it’s not included in the contract, Thank you it’s not enough to say it, I really really truly appreciated it window concepts every step of the way, From signing the contract to end finish, am pleased with the work, my house look beautiful, definitely will be back to do more work in my house as needed in the future, much more recommend to family and friends and every one .????????????
In May, we placed a down payment on work to be done beginning July 13 and 14. By the time July 12 came, I hadn't received any confirmation that work would begin the next day. After trying to talk to multiple people, I got the unfortunate experience of speaking with the manager. He informed me that someone "should" have given me a courtesy call to let me know the product was delayed because of the color we selected, but that person was "sick"....and apparently nobody else could call me and let me know the job wasn't starting on time. At one point, we were blamed for changing too many things (none of which were the color of the product that we desired). At another point, I was told that dates given on the schedule are only tentative dates. In expecting more compassion and customer service out of an A+ rated company, I asked to speak to the owner of the company. At that point, I was told, "Maam, you don't call *** and expect to speak to the President of the company. There's a chain of command here, and you are speaking to exactly the person you need to be". I believe the product was never ordered, since after nearly 2 months of having our down payment (and our product being delayed) they were suddenly able to get it to us in 5 business days. Install went great, and guys were overly helpful and professional. However, this did put all other parts of my remodel behind schedule. If you are looking for a company with good communication and great customer service, perhaps you should continue to look elsewhere. An apology and some compassion would have gone a very long way.
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