Window Max, Inc.

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
The life time warranty from the respondent/owner does not state anything about fees and was handwritten by him on the contractSee attachmentThe manufacturer was not identified or mentioned in the contractAs evidenced by other complaints with the Revdex.com, this is a continuing issue with the respondent's failure to respond to warranty and customer complaints.The respondent is inaccurate about my saying the doors did not work correctly following the installationI was present during the installation and was satisfied with their operation at that timeIt was later that the doors began binding and made opening difficult My financial situation has nothing to do with compliance with the warranty in the contractI will consider this resolved when both sets of doors are adjusted/repaired to work properly or replaced and covered according to the lifetime warranty on the contract. *** ** ***

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We reject the offer from Window Max still because of the following reasons:1) the issue is due to workmanship or lack thereof by Window Max and has nothing to do with building codes2). the issue is not due to improper siding as Window Max claims - hopefully pictures are attached showing the area that was uncovered is not where siding would occur but lies in the middle of a flat area of the roof.3). we mailed a certified letter to an address on a card provided by Window Max when the work was first completed in 2012 on 07/08/2016 certified mail which was returned by the post office. We again sent the letter to another address I obtained by calling their phone number and mailed again on 07/18/2016. Window Max agents signed for the receiving the letter on 07/20/2016 - not just the week before last as Window Max claims. I have copies of all mailing receipts SINCE THEY WERE SENT CERTIFIED MAIL4). We are prepared to move forward either with arbitration or through a warrant in debt filed with the courts for the amount it has cost us to fix the issue. I have a roofer prepared to testify, and at least 2 neighbors to testify that the issue has existed since 2012 and we are seeking $3750.00 - cost of repairs.5). the issue is due to allowing water to drain through the roofing into a crack in the sheathing that not only caused water to seep through the soffit vents but also rotted out to areas of wood as hopefully you can see on the photos - I have at least 5 photos and can provide some other way IF these do not come through.Again - we are seeking the cost of repairs which Window Max could have easily addressed earlier themselves IF they had only responded in a timely manner and as evidence that I have can show - Windown Max dodged addressing the issue for 3 plus years since the work was completed by Window Max in 2012.
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have...

NOT received a refund as of 12/24.  If Mr. Miles mailed a refund it has not come and today's mail has run.   I would be satisfied, at this point, to have the $244 refund however that has not happened as of yet.   My experience with Mr. Miles has been that he continues to make statements that bear no truth.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I understand that the respondent states that he has a service fee as part of his standard business practice at this time, but it was not part of my purchase contract or implied in the warranty on my signed contract. My issue remains that the only warranty provided during our business transaction was a life-time warranty, hand written into the contract by the owner, with nothing about service fees or any other terms. A copy of the contract was attached to my last response and I will include it again. The respondent refuses to acknowledge the contents of the contract which he wrote and signed. I have asked nothing in addition to what is stated in the contract. His failure to write the contract to reflect his intent to benefit himself during any additional work under the warranty is not my responsibility. Again, no documentation was provided by the business/owner detailing terms of the warranty which he now states does not include a service fee. The business/owner has stated that the warranty is from the manufacturer but neither the signed contract or the correspondence with the business/owner through the Revdex.com identifies the manufacturer. But, again, my signed contract is with the owner of the business and not the manufacturer . I will consider this resolved when both sets of doors are adjusted/repaired to work properly or replaced and covered according to the lifetime warranty on the signed contract. Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Window Max stated they would be here on Monday, October 12 to make repairs - they called and rescheduled to Wednesday, October 14.  Yesterday, 10/14, they didn't show up or call to let me know they weren't coming.  
Regards,
[redacted]

Please see the ICC-ES Report provided by GAF reissued on 1/2016ease see 4.8 Installation and 5.6 Conditions of useI would like to state according to the attach information Window Max Inc. followed all building codes and installed the roof properly. I still believe your problems arose from improper flashing and that was not part of your contract. To remove old siding and replace flashing.I do apologize again for  not being more responsive in your request for service last year. This is not a excuse but I do deal with multiple issues on a hourly basis and I'm sorry your request for service “fell thru the cracks”. I would like to state that last week we received your certified mail requesting us to fix your problem that said if it wasn't fix in 10 days you would notify the Revdex.com. There was one little problem we received the letter 7 days after you made the complaint.       For all these reasons we are refusing to refund $3750   The section you demanded to have Snow and Ice Shield on should not have it on due to it is not vented properly by code. There is no way properly vent sectionI have also included to sections from VA build code concerning the items in question and if we installed your roof properly and according to building code1507.2.8 Underlayment application.  For roof slopes from two units vertical in 12 units horizontal (17-percent slope) and up to four units vertical in 12 units horizontal (33-percent slope), underlayment shall be two layers applied in the following manner. Apply a minimum 19-inch-wide (483 mm) strip of underlayment felt parallel with and starting at the eaves, fastened sufficiently to hold in place. Starting at the eave, apply 36-inch-wide (914 mm) sheets of underlayment overlapping successive sheets 19 inches (483 mm), by fastened sufficiently to hold in place. Distortions in the underlayment shall not interfere with the ability of the shingles to seal. For roof slopes of four units vertical in 12 units horizontal (33-percent slope) or greater, underlayment shall be one layer applied in the following manner. Underlayment shall be applied shingle fashion, parallel to and starting from the eave and lapped 2 inches (51 mm), fastened sufficiently to hold in place. Distortions in the underlayment shall not interfere with the ability of the shingles to seal. 1507.8.4 Ice barrier. In areas where there has been a history of ice forming along the eaves causing a backup of water, an ice barrier that consists of at least two layers of underlayment cemented together or of a self-adhering polymer-modified bitumen sheet shall be used in lieu of normal underlayment and extend from the lowest edges of all roof surfaces to a point at least 24 inches (610 mm) inside the exterior wall line of the building

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not ever remember receiving a quote of $1,000.00 to fix the issue and would like Window Max to provide where I so stated that amount. We have had another contractor fix the issue as of last Thursday which required to removal of all shingles on the front side (street side of the home) and once removed sections of wood were found to have rotted due to the poor workmanship from 2012 and the continual ignoring of our calls and e-mails since 2012. I have pictures of the damaged area and the fact that Window Max installed ice & water shield in the valley's but not on the flatter portion of the roof resulted in the areas failure and continual leaking leading to rotten wood. After the roof was finally fixed this past Thursday no leaking is occurring now. Our cost to fix the issue was $3750.00 and unless Window Max can produce an e-mail from me or other written quote from me we expect a refund of $3750.00 - if Window Max can supply that e-mail quote then we will settle on the $1,000.00 refund being offered and expect any refund to be paid to us within the next 10 days. 
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We still have not received the check you said you mailed November 28.
Regards,
[redacted]

I am sorry you don't agree with our service charge.  Your warranty clearly states that labor is not included. Our company would be happy to fix your doors.  As I stated before there will be a $75 service charge but all materials are covered under the warranty. [redacted]Window Max Inc

Window Max Inc. is a Licensed Class A Virginia contractor.  We have furnish and installed windows and doors now for 20 years.  We are not a manufacture just a licensed installer.  The state of Virginia requires us to service our products for one year free of charge.  After that year we do not have to service the products we install however, we do as a service to our customers.  Our normal service charge fee is $100 but we discount that service fee down to $75 for senior citizens.The doors in question were purchased from [redacted] in Roanoke, VA.  In July 2012 [redacted] closed and filed bankruptcy so I cant get any warranty information from them.  The doors were made by [redacted] and Door however they sold out to [redacted] in 2013 so I cant get any information from them.  As you are aware we had a fire in our office in 2013 and some of our records were destroyed.The said news is since both my supplier and the manufacture is now out of business just like 40 percent of all building materials manufactures in our country since the downturn in 2008. I am sorry to say the doors do not have a warranty anymore.I am still willing to service these doors and I know my service department can fix whatever is wrong. The service charge will be $75.  This fee is very reasonable and it does not cover all the cost to my company.  When we figure insurance, workman's comp, labor charges and fuel. This fee just helps cover some of the cost to service items not covered by warranty.Sincerely,[redacted]Window Max Inc.

A default letter is provided here which indicates your acceptance to have the complaint be handled through Arbitration.  
Revdex.com:
I would like my complaint ID [redacted], to be handled through an Arbitraion hearing.
Regards,
[redacted]

Mr, [redacted], I understand you are still not happy with the vinyl railing installed on your front porch. On November 7 our crew came out and replaced the front section of railing and straighten the front porch post. They had to move the post so the custom vinyl gate that was ordered would fit properly. Your gate has arrived and we would be happy to install it now. We also have all your documentation for your tax credits ready to send out of the office. Please call our office to set up a time so we can install the gate. Braden MilesWindow Max Inc.,

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not feel my issue is resolved as Mr. [redacted] knew the trim was defective & subject to peeling.  I never received a letter from Window Max.  It also started peeling a few years ago.  I think the peeling window trim should be replaced free of charge due to the fact that Mr. [redacted] told me the trim he used was defective.  I paid extra for these windows due to Mr. [redacted] guarantee that he would stand behind his work.  The trim he removed had been there for over 30 years & never peeled.Thank you,[redacted]

I am sorry you are having a problem with the PVC trim around your windows. I did forward you the letter from the manufacture that states the PVC trim has no warranty. Your windows are covered by the manufactures warranty. [redacted] manufactured your windows and [redacted] supplied and manufactured...

the PVC trim you are having a problem with. Window Max does not make these products we simply install. The state of VA requires us to warranty workmanship for one year. I have included in this response the letter from [redacted] stating there is not a warranty on your trim. IF you have any questions please contact them directly at [redacted]. They do have a office in Roanoke off of [redacted]. The manager for the branch is named [redacted]. As we have stated before We would be happy to rewrap your windows with new trim however after 8 years we will not cover this cost. The price to rewrap the windows will be $75 each including labor Braden [redacted]Window Max

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I paid extra for these window due to the fact that Mr. [redacted] promised to stand behind his work.  Mr. [redacted] informed me that the trim he had used was defective.  He should have replaced it at no charge due to the fact the material he used was defective.  I should not have to contact the company as he knew the materials were defective.The trim started peeling about 2 or 3 years ago.  I asked Mr. [redacted] at the time about replacing it as it was defective.  He stated to myself & my husband that he would replace the trim as it peeled.  I now have 3 more windows that are peeling.Everyone I know who has had their windows replaced has never had this problem!!!As stated Window Max should stand behind their work especially since the materials they used were defective.  
Regards,
[redacted]

[redacted] 
Mrs. [redacted],
I am trying to arranged for the factory rep to come replace the glass in your door. Your glass has arrived at our office and he should be in contact soon. We have replace the glass in your door twice in the last two months free of charge. I am sorry we can...

not make you happy.   Window Max was the installer of your doors and windows but we did not make the door. It is warranted by the manufacture.
 Our normal service charge is $75.  I never charged you anything for us coming out twice to repair your door. The last time we were at your home was a Friday afternoon. That Monday following we were closed for a family funeral. I do have to apologize  for my attitude on the phone but after the third message I received of you yelling and threating our company I was rather upset.
I have inspected your door glass myself and I believe it will make you happy.
 
[redacted]
Window Max Inc.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
On 7-1-2015 work was completed on my  house, except for porch gate to be installed around July 18. Later defective work was discovered. After 2.5 to 3 months of No Response to denial, Brandon Miles of Window Max came to my house and agreed work was performed incorrectly. Brandon told me he would straighten post beside steps by moving top of post over to install gate. Workers came on Friday Nov. 7 while we were out of town and moved the bottom of the post over by kicking it  which put the bottom off center to the steps. This is a much worse mess than I had before.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 Mr. [redacted] was aware of the windows peeling prior to the warranty expiration! He also informed us at that time the roll of trim he used on our home was defective & subject to peeling. At the time the first window peeled we requested all the defective trim be replaced.  Mr. [redacted] informed us that it wasn't necessary as he would re-trim each window as it peeled.  He NEVER informed us there was a time limit on the warranty on the trim.  He is just now saying the trim is no longer under warranty.  I called him for 5 months& I never received a response until I contacted the Revdex.com!!At this point the only resolution to this problem would be a refund of $825.00 which we paid him to trim our windows.  Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]