Window Max, Inc.

$244 refund has been made.Braden MIles

Two refunds have been mailed. I provided a copy to the Revdex.com. This morning I checked the mail and both the check and the cashiers check has been returned to us as undeliverable.  I will check address and resend priority mail. Braden MilesWindow Max

Mrs [redacted]. Again I'm sorry your having a problem with the material we sue on your home. Window Max is a state licensed contractor. We do not manufacture anything. The state of Virginia requires us to provide a one year labor warranty on anything we install. Window Max normally extends this to five years to cover anything that is covered under warranty from the manufactures we use. I have offered to fix your problems at rate that is 50% our standard charges since the manufacture is not covering this claim. Again if you would like to talk to the manufacture please call [redacted] in Roanoke at [redacted] [redacted]Window Max

Window Max received the sashes from the manufacture but the mane on this order was misspelled on the label. We have been calling the wrong number for several weeks. We received this compliant and delivered and installed the sashes the same business day. Sorry for the...

confusion. Braden MilesWindow Max Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
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.
Estimates are just that - an estimate and that estimate was obtained over one year ago. Because of the additional time that lapse the estimate was no longer good and damage increased. I reject the offer and would like to ask Revdex.com to arbitrate a settlement between the parties. I am prepared with advance notification to have witnesses attend the arbitration and I will present my on case as both a owner and sworn law enforcement office of the Commonwealth of Virginia. 
Regards,
[redacted]

Mrs.. [redacted],Again I'm sorry your having a problem with the trim coil around your windows. Attached is the letter from the manufacture stating they do not warranty the trim.  We did not know at the time of install which was over 8 years ago you would have this problem. Our standard charge for wraping a windows is $75. I would be happy to offer you to do the work at%50 off and wrap any window you have for $37.50each.Please contact the manufacture [redacted] at [redacted] if you would like to complain that they are not standing behind their materialBraden [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.The woman I spoke to at WindowMax did not say they would try but that they would be here by the end of the week. I realize that it nearly a 3 hour drive for them to come here but when someone calls and tells me, himself, that he will be here on a certain date and at a certain time I expect him to be here. As for the window sash that arrived yesterday; I happened to be going out for the mail when I noticed it sitting against the wall of the house. I have a doorbell outside my front door and can here it both upstairs and in the basement. Whoever delivered the window didn't even attempt to let me know they were here otherwise the problems with the sash could have been taken care of at that time. As it was I was able to fix the problems and install the sash myself. Again, the issue of quality control comes up. If they had taken time to inspect the sash when it arrived at their business they would have seen the obvious problems and corrected them before dropping it at my house. I have a call to the manufacturer waiting for them to respond to let them know that I do not need another sash. I will, in the future go to this business' competitor if I need any work done and will not recommend WindowMax to any of my friends or neighbors.
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.
I am writing because I see you have closed out my complaint against Window Max - Compliant #[redacted] - I thought I would forward you the e-mail below form Braden Miles with Window Max dated September 2015. As you can see below after several e-mails and a in person confrontation during the summer in which he stated he would do the repairs needed as he does below - but after not showing when stating he would be there in 2 weeks below and admitting that ice & water shield was needed then ignoring my follow up e-mails after this one asking where they were - you can see how frustrated we became. I believe whatever business rating his company has should be down graded and if not I'm not sure what good it does to complain as a consumer. Because of non-responsiveness by the business dating back 4 years we hired another contractor to redo the work at a cost of $3750.00 to us.  Part of the proof is below and I would hope you would add this to your file. Because of the poor workmanship and lack of response we refuse to let him to the work which he has admitted he would do on a number of occasions but then did not - just like below.Thank you for what assistance you have provided and I hope you better understand our side of the story and why I have stated the business was lying. From: [redacted] Sent: Tue, Jun 9, 2015 3:32 pmSubject: Past Installation WorkBraden, My neighbors [redacted] said I should contact you one last time concerning a roofing job that you did for us a couple of years ago. We had contacted you after installation with several issues - some of which you eventually addressed but two issues still remain. 1). We still have water leaking behind the gutter area going down the back steps due to no drip edge / flashing being installed under the new shingles that were put down just before the gutter.2). We still have water that leaks through the front porch soffit when it rains. This seems to be due to know flashing installed along the slope line between one roof pitch & siding where the roof slopes. This is according to roofing experts that we had come out earlier this year. Our concern is that if not fixed the soffit boards or the trim work covered by siding behind the gutter will eventually rot out. We explained to [redacted] that he have never corrected the problem - but they felt that you might correct the issue now since you apparently reorganized and no longer have the same partner. Thus we are contacting you to see if you will finally address the issue. One estimate we already got was $1,000 to correct the problem created by your installers not doing the proper work. Please do not hesitate to contact us - if we hear nothing then I'll know your response and will inform folks accordingly. Thank you, [redacted]Sent: Wednesday, June 10, 2015 8:12 AMTo: [redacted] Subject: Re: Past Installation WorkMr. [redacted], The last email and communication I received from you on 9/23/12 stated that the problems had been fixed. I can not address issues if I do not know there is a problem. I will stop by and take a look at the issues either later this week or first of next week. Braden MilesWindow Max Inc.From: [redacted] To: Braden MilesSent: Wed, Jun 10, 2015 8:20 amSubject: RE: Past Installation WorkThank you - but these issues were never corrected and have existed since the job was done. What was corrected was the vent cap issue that was leaking into the house in the bathroom ceiling, and the missing shingles that were not done correctly going down the valley on the back side. I did speak of the issue several times and sorry if you did not understand they still existed.From:  Braden MilesSent: Saturday, June 13, 2015 7:04 AMTo: [redacted]Subject: Re: Past Installation Work Yesterday we added drip edge over your back steps. Please check water draining when it rains. I should have the roofers there Monday or Tuesday. Braden MilesFrom: [redacted] To: Braden MilesSent: Sun, Jun 14, 2015 6:46 pmSubject: RE: Past Installation Work Water continues to drain behind the guttering (although quite a bit less) and it either is running behind the vinyl covering the soffit board that the gutter attaches to (because water accumulates on the ledge of that vinyl underneath the gutter to the inside) or it runs down and the behind and then accumulates. Saw it occur twice this weekend - on Saturday after a rain and Sunday.Your folks should easily see it dripping from the bottom of the soffit venting over the front porch - even was dripping this morning just from dew that accumulated.  They should also be able to see how wet the front door mat is where it drips down when it rains - middle to upper left corner / side of the mat as you face the door.Thank youFrom: Braden MilesSent: Thursday, June 18, 2015 8:44 AMTo: [redacted]  Subject: Re: Past Installation Work Please look at your paper work and send me the color of your shingles. We had a office fire about 2 years ago I have your paperwork but it was soaked by thr fire dept. It is now covered with mold and I just don't want to handle it unless I have to. Our plan is to remove all old shingles and part of your siding and install flashing and ice and water shield over the area. This should take care of the problem. If you can scan your contract that would be great and send to me.Braden MilesFrom: [redacted] To: askthewindowproSent: Mon, Sep 21, 2015 8:03 pmSubject: FW: Past Installation WorkBraden - it has been since July 2nd that I sent this e-mail - now it is September 22 - over 2 months - are you ignoring us? Been sending you e-mails about every 2 weeks since. I would appreciate the common courtesy of a reply please.[redacted]Date: Sat, 26 Sep 2015 07:48:03 -0400From: [email protected]: [redacted]Subject: Re: Past Installation WorkJust found all your emails in our span folder. Thank you for the call.  Sorry Roofing crew will be in your area week after next. I have the matching shingles in my warehouse. I will call no later than Thursday to set up a time to fix the drip. Braden Miles

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 glad you finally received your refund check. You did not mention anywhere in your complaint that you had a roof leak. We installed a patio cover on the back of the home and when we installed it you were notified by two different installers that the roof on your existing home need major repair. I have talked to the installers and they informed me that your daughter's husband would replace the missing shingles. I would recommend calling a roofing company and have the entire roof replaced. There were several places that the wood under the shingles was completely soft due to rot. I feel this complaint should be closed because we have settled all issues in the complaint. Braden Miles

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 am sorry but the contractor is lying - I have e-mails within the last 12 months indicating they knew the issue was still resolved and offering / indicating an order of shingles to correct the problem. I also have neighbors who are witnesses to the response.  I do not accept the contractors response. The contractor has failed to address the remaining issue for nearly 4 years now and this no responsive and evading the issue has now caused other damage and in order to color match the shingles the entire front side of the house has to be re-roofed and ice & water shield HAS to be installed AS also indicated by GAF (maker of the shingle) and at least 3 other contractors. I will only accept payment in the sum of $3,750.00 (cost of us having another contractor do the work. 
Regards,
[redacted]

Mr. [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 contracted with Window Max to purchase & install replacement windows & wrap the windows.  I did not contract with  [redacted].  I have already paid you once to wrap my windows.  If I understand you correctly you are saying you are not willing to stand behind your work even though the materials you used were defective.  It seems you are also stating that window wrap isn't expected to last more than 8 years which is unheard of.  The materials you used on my home were defective!  You even stated yourself that you received a bad roll of aluminum that was subject to peeling!  It should not be my responsibility to pay for repairs when your company is the one that installed defective materials.At the time the first window trim peeled you stated that the trim was under warranty.  I stated at the time since the materials you used were defective shouldn't all the trim be replaced since it was defective.  You stated to myself & my husband that wasn't necessary as you would replace each window trim as it peeled.  If I understand your response correctly you are saying you are not willing to honor your word.  My husband & myself took you at your word.  I guess that was our mistake.I did not purchase the materials from[redacted] I purchased the materials from Window Max with the guarantee that you only used the best quality materials.  While the trim was under warranty you wouldn't replace all the trim to prevent additional peeling even though you knew the material was defective.  I feel you should replace the trim at no cost as I paid you the first time in good faith.The attachment you sent did not open.  It was a login to AOL.Regards,
[redacted]

Mr. [redacted],Our Standard policy is to charge $75 for a standard labor service charge to come out and repair any of the products we install. I have told you now for the third time we would be happy to come repair anything that is wrong. Maintenance and adjustments are not covered in you...

warranty. There will be a charge and it is $75. I do have to admit that your reception at my office could have been better however my patience is starting to run thin. In our first conversation you told me that the doors never worked properly and I reminded you that right after we installed the doors I was at your home and everything was working fine. Next you claimed poverty and you could not afford to pay the $75 service fee. We both know that is incorrect.I am firm on our policy. IF you would like us to come fix your doors. It will cost $75. [redacted]Window Max Inc.

Mrs. [redacted]I would first like to say I'm sorry that your project took so long to complete. As I have stated before, I have complete control over my crews. The new siding and new windows, doors and railing and roofing were completed by my crews. I told you from the start I would have to sub out...

the foundation concrete and brick work. I do agree we had problems with those sub contactors. I trusted a long time sub of our company and he let me down. When we both agreed to get rid of them the project went better. Again Im sorry but I did do everything I could when I realized we had a problem. Most of the delays were our fault but two weeks were from having a cleaning crew to come in and clean all the bat dropping out of our work area so my crews wouldn't get sick.I will try to address each issue you have. Your concrete has a couple of small service cracks and it is acceptable according to area concrete experts. There are two things that concrete will do. One, get hard. Two, crack. It is also clearly marked on your contract that the finish on the porch was to be broom finished.The railing was installed correctly according to manufacture's directions. Enclosed is the copy of the installation instructions I mail to you a few weeks ago. The installers who installed the railing have been installing railing like yours for the last 15 years for my company. This is the first time somebody complained about there work. The vinyl railing is pre cut holes for the railing and it cant be installed wrong. Yes, I did agree to furnish you a gate however it was not on the contract nor agreed to do until the last day we were working on your property. I am running into problems getting the gate. A double gate takes up 72.5 inches to install. I only have 72 inches between the two post. If I would have know sooner in the project I would have built the porch and made sure there was plenty of space for the porch. I have ordered several items from the plant to try and make a gate work. I believe I now have a solution to the gate problem but is does take time getting custom parts in. I should have the solution in at any moment.I have also attached the letter that was sent to you several weeks ago. Your copy of your contract and canceled checks is your receipt for the work done. Again, Thank you for your business and I should have the gate issue fixed very quickly now.Braden MilesWindow Max Inc.

Review: On March 1, 2016 the owner Braden Miles came to the house to write a contract for the installation of 6 windows and a door for our basement. While here I mentioned that we had two windows on the first floor that had gone bad and needed replacing. He checked the windows, photographed the numbers with his cell phone and said he'd order them. These windows were supposed to arrive with the ones to be installed in the basement but didn't. That was the beginning of May. They also installed the wrong screens and had to order the proper ones and said those two windows would be delivered with the screens. They did arrive and while one window was correct in its fit the other wasn't. It had to be re-ordered That was May 17th. Here we are at the end of August and still no window. I called them last Wednesday and the woman who answered informed me that the window would be delivered by the end of the week. On Friday August 26 Braden Miles called to say he wouldn't be in the [redacted] area until Monday the 29th and he would be here about noon. I got a call today from his office stating that he wouldn't be here today but could be here tomorrow. I have already changed my schedule to accommodate him and can't do it again. This window is a warranty replacement.Desired Settlement: I want someone here today. Braden Miles is not the only employee of the company. I don't even need them to install the window. Just get it to me. I can install it myself, Braden showed me how. I would prefer he didn't come here.

Business

Response:

On may 17th in front of the homeowner I reordered the sash that came in wrong from [redacted]. I asked for the sash to be direct shipped to this customers address. At that point I thought we were finished. About three weeks ago my office got a call saying this homeowner had not received the sash yet. I called [redacted] and it had not been shipped for some reason but it would be sent on the next truck. We received the sash at our office last week and we called this homeowner Wednesday and yes we said we would try to get it there by the end of the week. This house is a 3 hour round trip from our office and we were setting up other service calls in that area to avoid multiple trips that far away. On Monday morning we receive a call wanting us to arrive Tuesday to another service call. We called this homeowner and left a message stating we would not make it there until Tuesday. We dropped off the sash yesterday. Mr [redacted] did call yesterday and left a message that he was unhappy with the sash that was dropped off. I contacted [redacted] and spoke to a customer service Rep and reordered a new sash for him. The customer service rep is named [redacted] and she can be reach at [redacted]. [redacted] is the company who manufactured your windows and the company responsible for the warranty. Please contact them direct if you have any questions regarding this warranty claim.

Consumer

Response:

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.The woman I spoke to at WindowMax did not say they would try but that they would be here by the end of the week. I realize that it nearly a 3 hour drive for them to come here but when someone calls and tells me, himself, that he will be here on a certain date and at a certain time I expect him to be here. As for the window sash that arrived yesterday; I happened to be going out for the mail when I noticed it sitting against the wall of the house. I have a doorbell outside my front door and can here it both upstairs and in the basement. Whoever delivered the window didn't even attempt to let me know they were here otherwise the problems with the sash could have been taken care of at that time. As it was I was able to fix the problems and install the sash myself. Again, the issue of quality control comes up. If they had taken time to inspect the sash when it arrived at their business they would have seen the obvious problems and corrected them before dropping it at my house. I have a call to the manufacturer waiting for them to respond to let them know that I do not need another sash. I will, in the future go to this business' competitor if I need any work done and will not recommend WindowMax to any of my friends or neighbors.

Regards,

Review: We purchased replacement windows & aluminium trim around the windows.

The aluminum trip around the windows began pealing on one of the windows. After several calls Mr. [redacted] had his crew repair it (actually they just nailed new trim over the old trim). At the time Mr. [redacted] came & looked at the window he stated that he had used a DEFECTIVE roll of trim that was subject to peeling. I asked if he shouldn't replace all the trim since it was defective & he replied he WOULD replace any trim as it peeled.

I have 2 more windows that the trim has now peeled off. I called Window Max on 9/18/15, 9/28/15, 10/27/15 & 11/30/15. Each time I called his secretary told me she would turn the information over to the maintenance department for repair.

When I called on 12/10/15 I was told that I would receive a letter from the manufacture stating it was no longer under warranty. I NEVER received the letter.

It seems Mr. [redacted] will not stand behind his work!! He KNEW he used defective trim yet refuses to replace it!

I have been more than patient as I started calling in September!! My biggest mistake was to take Mr. [redacted] at his word that he WOULD replace the window trim as each window peeled rather than insisting all the trim be replaced when the first window peeled DUE TO DEFECTIVE MATERIAL.Desired Settlement: As Mr. [redacted] is not willing to keep his word and replace the defective trim he used. I feel I should receive a refund in the amount another company will charge me to replace all the aluminum trim on my windows.

Mr. [redacted] has made it clear he will not stand behind his work even when he uses defective materials.

Business

Response:

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

Consumer

Response:

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,

Consumer

Response:

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]

Business

Response:

Mrs.. [redacted],Again I'm sorry your having a problem with the trim coil around your windows. Attached is the letter from the manufacture stating they do not warranty the trim. We did not know at the time of install which was over 8 years ago you would have this problem. Our standard charge for wraping a windows is $75. I would be happy to offer you to do the work at%50 off and wrap any window you have for $37.50each.Please contact the manufacture [redacted] at [redacted] if you would like to complain that they are not standing behind their materialBraden [redacted]Window Max

Consumer

Response:

Mr. [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 contracted with Window Max to purchase & install replacement windows & wrap the windows. I did not contract with [redacted]. I have already paid you once to wrap my windows. If I understand you correctly you are saying you are not willing to stand behind your work even though the materials you used were defective. It seems you are also stating that window wrap isn't expected to last more than 8 years which is unheard of. The materials you used on my home were defective! You even stated yourself that you received a bad roll of aluminum that was subject to peeling! It should not be my responsibility to pay for repairs when your company is the one that installed defective materials.At the time the first window trim peeled you stated that the trim was under warranty. I stated at the time since the materials you used were defective shouldn't all the trim be replaced since it was defective. You stated to myself & my husband that wasn't necessary as you would replace each window trim as it peeled. If I understand your response correctly you are saying you are not willing to honor your word. My husband & myself took you at your word. I guess that was our mistake.I did not purchase the materials from[redacted] I purchased the materials from Window Max with the guarantee that you only used the best quality materials. While the trim was under warranty you wouldn't replace all the trim to prevent additional peeling even though you knew the material was defective. I feel you should replace the trim at no cost as I paid you the first time in good faith.The attachment you sent did not open. It was a login to AOL.Regards,

Business

Response:

Mrs [redacted]. Again I'm sorry your having a problem with the material we sue on your home. Window Max is a state licensed contractor. We do not manufacture anything. The state of Virginia requires us to provide a one year labor warranty on anything we install. Window Max normally extends this to five years to cover anything that is covered under warranty from the manufactures we use. I have offered to fix your problems at rate that is 50% our standard charges since the manufacture is not covering this claim. Again if you would like to talk to the manufacture please call [redacted] in Roanoke at [redacted]Window Max

Consumer

Response:

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,

After four bids on this project we decided on Window Max to construct our sunroom addition on the upper level and a screen room on the lower level of our home. The results exceeded my expectations and the additions are absolutely gorgeous with impeccable workmanship.The construction went with without a hitch with minimal intrusion on our day to day lives. The crew was very pleasant and respectful of our home, they worked so neat and clean. [redacted] the proprietor, was in contact with us regularly to give us updates and plan projections. He visited the site frequently to check the work that had been done. We couldn't have asked for a better experience . We are truly happy with the additions.

Review: I contracted with Window Max on Feb. 15, 2012 to sell, deliver and install two French doors with lifetime warranty (hand written by the salesman/owner). Installation went well. In December 2014, I contacted Window Max via phone to request service on the doors which are binding, making it difficult to open, close and lock. I was told they would contact service and get back to me. They did not. On a second call I told them it was urgent that I have the doors adjusted/repaired and that I had just undergone open heart surgery and the binding of the door made it difficult, if not impossible for me to open and close. My surgeon said I should not be pushing, pulling or picking up over 10#. I was told service would contact me within two days. They did not. When I called a third time I was told there would be a $75 service fee to which I said 'NO'. Nothing was said about a fee on my first two calls. I told the person on the phone I have a lifetime warranty. I requested she talk to the owner and also said that I was out of work and the fee was not in the contract for the lifetime warranty. After four calls by me, I received a call from the owner who said they only install the product and the warranty is from the manufacturer. I tried to reason with the owner, to no avail. A couple weeks later, on a Friday, when passing Window Max's location I stopped to talk face to face. I was shocked at my reception and have never been treated so rudely. I told him the contract said lifetime warranty, nothing about service fees nor was manufacturer information in the contract. My contract was with Window Max alone. I was told "how dare I live in a lake house and drive a luxury car and expect him to wave the $75 service fee." He, of course, had no idea that the car was 9 yrs old and has over 180K [redacted]. He said he could get me the contact information for the manufacturer the following Monday and mail it to me. I said I would appreciate the information. I told him there was no reason to insult and try to intimidate me, that as a customer I should be treated with respect even if we disagree. I see from the complaints of others my experience was not an isolated occurrence. Now, ten days later, no information has been received.Desired Settlement: I want to have both sets of French doors adjusted or repaired to open, close and lock properly under the warranty at no cost. A written apology for his rudeness is in order.

Business

Response:

Mr. [redacted],Our Standard policy is to charge $75 for a standard labor service charge to come out and repair any of the products we install. I have told you now for the third time we would be happy to come repair anything that is wrong. Maintenance and adjustments are not covered in you warranty. There will be a charge and it is $75. I do have to admit that your reception at my office could have been better however my patience is starting to run thin. In our first conversation you told me that the doors never worked properly and I reminded you that right after we installed the doors I was at your home and everything was working fine. Next you claimed poverty and you could not afford to pay the $75 service fee. We both know that is incorrect.I am firm on our policy. IF you would like us to come fix your doors. It will cost $75. [redacted]Window Max Inc.

Consumer

Response:

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,

The life time warranty from the respondent/owner does not state anything about fees and was handwritten by him on the contract. See attachment. The manufacturer was not identified or mentioned in the contract. As 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 installation. I was present during the installation and was satisfied with their operation at that time. It 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 contract. 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 contract. [redacted]

Business

Response:

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

Consumer

Response:

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,

Business

Response:

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.

Consumer

Response:

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,

Review: We had the outside of our house redone. New siding, door, windows and added a front porch. The contract was signed with a 30 to 40 day time to be finished. It took almost 90 plus to get done. We had asked for a gate for the front porch to keep the dog and grandchildren from falling off of the porch. That was supposed to be here on July 18, we still do not have the gate. The concrete on the floor of the porch is cracking.They did a very poor job on that. We had asked for a smooth finish, but got brushed. The porch railing posts are all a different number. We have two sides of 16, the front two before the steps are 16, the one close to the right side of steps have 17, the one on the left side have 18. They cut the railing wrong so to make it fit they just added one to many. They had to cut the bottom of the post to make it fit. When we tried to call and resolve these issues, our calls were not returned.Finally they did call and were supposed to be sending a form to fill out, which we still do not have, or the gate. We would like these issues resolved before winter sets in. We will appreciate anything you can do to help this problem. We were also supposed to have a receipt for taxes on what we spend on inprovments.Desired Settlement: repair what needs fixing and get my gate. Do what you said you would do.

Business

Response:

Mrs. [redacted]I would first like to say I'm sorry that your project took so long to complete. As I have stated before, I have complete control over my crews. The new siding and new windows, doors and railing and roofing were completed by my crews. I told you from the start I would have to sub out the foundation concrete and brick work. I do agree we had problems with those sub contactors. I trusted a long time sub of our company and he let me down. When we both agreed to get rid of them the project went better. Again Im sorry but I did do everything I could when I realized we had a problem. Most of the delays were our fault but two weeks were from having a cleaning crew to come in and clean all the bat dropping out of our work area so my crews wouldn't get sick.I will try to address each issue you have. Your concrete has a couple of small service cracks and it is acceptable according to area concrete experts. There are two things that concrete will do. One, get hard. Two, crack. It is also clearly marked on your contract that the finish on the porch was to be broom finished.The railing was installed correctly according to manufacture's directions. Enclosed is the copy of the installation instructions I mail to you a few weeks ago. The installers who installed the railing have been installing railing like yours for the last 15 years for my company. This is the first time somebody complained about there work. The vinyl railing is pre cut holes for the railing and it cant be installed wrong. Yes, I did agree to furnish you a gate however it was not on the contract nor agreed to do until the last day we were working on your property. I am running into problems getting the gate. A double gate takes up 72.5 inches to install. I only have 72 inches between the two post. If I would have know sooner in the project I would have built the porch and made sure there was plenty of space for the porch. I have ordered several items from the plant to try and make a gate work. I believe I now have a solution to the gate problem but is does take time getting custom parts in. I should have the solution in at any moment.I have also attached the letter that was sent to you several weeks ago. Your copy of your contract and canceled checks is your receipt for the work done. Again, Thank you for your business and I should have the gate issue fixed very quickly now.Braden MilesWindow Max Inc.

Consumer

Response:

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,

Business

Response:

I am sorry for the delay. Our communication should have been better. All materials have arrived and our office will be contacting you soon for the crew to fix the issues you have. We will contact you no latter than Tuesday Oct 27 to arrange a time to do the repair. Braden MilesWindow Max

Consumer

Response:

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.

Business

Response:

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.,

Consumer

Response:

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,

Consumer

Response:

A default letter is provided here which indicates your acceptance to have the complaint be handled through Arbitration.

I would like my complaint ID [redacted], to be handled through an Arbitraion hearing.

Regards,