Window Depot USA

Customer could not lock windows because he did not know how to operate windows..... after being shown several times. There is no way the window could fall out of the frame without destroying the frame of the window. After inspection we deemed this was not the case and the windows were in perfect...

working order. Customer was a no show for a scheduled appointment to fix problem. Customer lives an hour and a half outside San Antonio. Cost our company unnecessary labor charges.

Initial installation of windows was completed per contract on 9/20, The installation was originally set so her siding contractor could start the day after completion of window installation. Of course when we arrived for installation we were informed the siding guys could not start for a week. So we...

were required by the customer to foam around all windows. We told her we would do the best we could, but demo had already started on her house. With big gaps by window frames. Windows were installed and were there for over a week before the siding crew started, It rained during that time and some leaked by 1 upstairs window. Customer wrongly blames Window Depot Arrived for walkthrough with customer on 9/21, I saw some scratches on the windows and ordered replacement sashes for these. informed customer we would install sashes when we received them from factory. Customer called a few days later stating a black residue was on windows. I told customer we would look at all windows when her new sashes came in. Told her we would replace anything that was a factory issue. As her windows are under factory warranty, Also said we would make any adjustments necessary in relation to the windows being plum when sashes came in. As for the glazing bead, after speaking with our installer we decided to forego the glazing bead fix and just provide new sashes as needed to fix the windows. I called on 11/14 to tell her we had parts in to repair windows. I would also be going to customers house to look at windows so I could order replacements as needed. Customer stated she could not see us until 11/22 because she was busy. That's 8 full days. Obviously time was not imperative as stated. We received an email the next day saying Customer had reversed payment for $11,000. Keep in mind all windows are installed. I called customer and she refused to lift the reversal. We installed sashes as scheduled on 11/22. We also ordered, other sashes that will be here by the middle of December. Customer still refused to pay. Contract clearly states payment to be made on substantial completion. Fully believe customer has no intentionof paying! We will fulfill our contract and replace warranty parts as ordered.