Window Max, Inc.

Review: Mr. Braden Miles of Window Max, Inc. owes me $336.97 and is refusing to pay me. First of all, almost one and one half years ago, he took an exterior screen from a window to get it repaired but lost it. He agreed to pay for its replacement on August 9, 2013. Secondly, after an extensive master bathroom remodeling project with Mr. Miles in which the ceiling drywall still had a bow, he agreed in the August 9, 2013 letter for me to hire a professional outside of his company to repair the ceiling. See the attached note.... "[redacted] You will need to order a new screen from your window people. I can not find your old one. Yes, I will pay for it just send me the bill. You said you were having a plaster guy fix the ceiling a couple of weeks ago. Your quoted price was $300. To be done with this project I will pay the $300 for the ceiling to be fixed again. Braden Miles Window Max Inc."" Mr. Miles used the word "again" even though the ceiling was never fixed nor did he take the time to come out to see the problem for himself. However, his partner Mr. Joe Brightwell did and agreed it was an issue that more skim coating could not repair. I got two estimates and professional opinions about why there was a significant and unsightly bow in the ceiling despite some earlier attempts to skim coat it. Mr. [redacted] of [redacted] Plastering (###-###-####) and Mr. [redacted] (###-###-####) are both professional plasterers with years of experience. They both agreed that the joint had to be cut out and refinished. Mr. [redacted]'s estimate for repair was $300. I hired Mr. [redacted] who completed the repair for only $250. I sent Mr. Miles of Window Max (aka Kitchen & Bath Max) photographs of the open ceiling and Mr. [redacted]'s explanation of what had caused the bow. "Drywall board wasn't broken on trusses. Had to remove board, install nailers, replace board and finish." IE, the dry wall seam was floating between trusses so the edges of the two boards were simply in the middle and not nailed to anything. I submitted the two charges.....$86.97 for the screen which was custom ordered through [redacted] Supply and then Mr. [redacted]'s charge of $250. I never received payment. On September 28th, the morning of the Salem Home Show which I told Mr. Miles via email that I was planning to attend, I received a call from his secretary stating that a check was in the mail that day. I thanked them. However, a check has never been received. I have attempted to contact Mr. Miles multiple times and he refuses to call back. I am confused as to why Mr. Miles is refusing the payment for both the missing screen and the improperly installed ceiling drywall boards. I advised Mr. Miles that I would report him to the Revdex.com if I had not heard from him by today but never heard back from him. As of October 18, 2013, Mr. Miles has refused to send a check or to answer any emails or phone calls on the subject. Mr. Miles has conducted himself very unprofessionally.Desired Settlement: Reimbursement for expenses incurred for repair of bowed ceiling drywall installation (work completed by Mr. [redacted] ###-###-####) $250 Reimbursement for replacement of a Weather Shield exterior window screen (custom ordered from [redacted] Supply on[redacted] Avenue) 86.97 Total reimbursement due to [redacted] = $ 336.97

Business

Response:

Mrs. [redacted], I am sorry you have not received your check for $336.97. On Friday September 27, 2013 I had my office call to say we issued a check for 336.97 and it was to be mailed out. On Sunday September 29, 2013 we had a fire that destroyed my office and we have been in the process of moving to another location. We have had major problems with phone lines and e-mail. I believe the problems have been fixed. I guess the check we issued on September 27 must not have mailed and left in the building before the fire. We have stopped payment on the old check and issued a new check. We mailed a check on Saturday October 19, 2013 for $336.97 Sincerely, Braden Miles

Consumer

Response:

While I am very sorry about the misfortunes at Window Max, I feel via multiple emails and phone calls to the office as well as contacts via the cellphones of Mr. Miles and Mr. Brightwell, I should have received some type of response. or notification of the problems they were having. Even if the phones were messed up by a fire, emails and cellphone messages should have been accessible. However, I appreciate their willingness to send a check at this time to resolve the issue. I have appreciated their efforts in taking on our remodeling projects. In general, we were very happy with the final result of our bathroom remodels (x2) and our relationship with Mr. Miles and staff. I wish them nothing but the best as they regroup after the fire and in all future projects. 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]

Review: The company was contracted to remodel 2 bathrooms and make minor changes in a third in April of 2013, they started the work in September of 2013. In 1 of the bathrooms the new flooring was damaged and the faucet was installed incorrectly and has not worked since mid-September. In another bathroom a tub was removed along with removing and replacing old wall tile and building a walk-in shower. The shower floor is uneven and water pools badly away from the drain. There is a large hole in the grout just above the shower floor near the water pooling, leaving a path for water to drain to the sub-floor. There is no volume control for the water, something I insisted on when meeting with the salesperson. There are no corner shelves as defined in the contract. The grouting work in both bathrooms was done by a novice with no previous experience and is substandard at best. The grout has already started cracking, leaving holes in the walls. A representative from the company came onsite and acknowledged some of the problems and agreed to fix them. In December they sent different installers to the house with some tiles to fix the bathroom floor but shortly after arriving the installer said he did not have enough tiles to fix the floor. the installers left and I have not heard from the company again. I have called multiple times and left messages but got no response.Desired Settlement: I do not want anyone from this company inside my house. It is my intent to pay another contractor to make necessary repairs. I intend to seek restitution once repairs are made.

Business

Response:

Mr. [redacted],

I would like to first say I am truly sorry to hear you are still not happy with the work that was performed in your Bathroom. I have made changes in my staff to make sure this will not happen again. I have replaced the crew who did the work, supervision in the field, and have added a customer service rep in the office to help eliminate this problem. I have also change our company policy and not use cell phones for contact information. I am sure you let messages on some past workers cell phones but I don't believe you have ever called my office. Listed below are our office phone numbers. I am asking you to please give me a call. I will drop every thing I am working on and take care of these problems you are having.

I do have the rest of the flooring material now in stock. It was on back order for several weeks. I will happily replace the bathroom floor free of charge. I will also replace the shower floor and fix the grout in the shower.

Please just give me a chance to fix your problems My contact information is:

[redacted] office direct line

[redacted] toll free

I again am sorry for the bad customer service you received but as owner of the company I will do whatever it takes to satisfy you completely.

Braden Miles

Window Max Inc.

Kitchen & Bath Max

Consumer

Response:

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 resolve all problems resulting from their work in my home, if it does, will consider this complaint resolved.

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

The installer they sent to make repairs/corrections did a very nice job correcting the mistakes in the downstairs bathroom. Unfortunately when he replaced the floor in the upstairs bathroom he, like the first installer, choose not to follow the manufacturer's installation instructions. The instructions call for putting the adhesive down over all of the floor and waiting for it to setup, becoming tacky, then put the vinyl tile down. When you do this you can walk on the floor immediately after the installation. Instead he used the installation process called for when installing ceramic tile. As a result, 4 weeks after the 2nd floor was installed we have glue oozing up between the tiles, getting on our shoes and leaving a mess on the floor. The edges of some of the tiles are raising up because the glue didn't set correctly. The installer has been back to the house to fix the problem but has not been successful. The poor grout work in the upstairs bathroom was never addressed.

I am open to any advice the the Revdex.com can offer at this time

Thank you. Regards,

Business

Response:

Mr. [redacted],

I am sorry you are still dissatisfied with the work done to your bathroom. However as before this is the first time our office has heard that you are dissatisfied. You never called, not even one time. IN THE FUTURE WE CAN NOT HELP YOU IF YOU DONT CALL US. Our number to our office is [redacted] or you can call us toll free at [redacted] Our office is open from 7 A.M. to 4 P.M. 5 days a week and after hours the calls forward to my cell phone.

Our crews spent four days at your home correcting issues you pointed out. Never once did you mention the upstairs grout. I will be happy to send someone over and correct any problems you have. I know our plumber came over and corrected the problem with your tub valve. Please call our office to set up a time for the service call.

Your upstairs bathroom floor was completely removed and a new floor was installed according to the manufactures guidelines. I am sorry you are not satisfied when the end results. I have contacted our supplier Prosource and they contacted the factory Rep for Armstrong for this Area. I talked to him and he is willing to come look at your floor. He will be in town Wednesday April 23. I do not know what time he will be in town because he is driving in from Richmond. I will be happy to give you a appointment time closer to his arrival date. Please make your schedule available for that afternoon. After he inspects your floor if he determines it is our fault that the floor is not satisfactory we will replace it again free of charge.

I am willing to do whatever it takes to satisfy you. I know my company did not do a quality job the first time on your bath. As I have said before everybody associated with original job is not employed by us anymore. I cleaned house this Winter and hired and trained a new staff from our customer service team to installers in the field. I know we can work together please give us a call.

Braden Miles

Window Max Inc.

Kitchen & Bath Max

Consumer

Response:

The grout work in both bathrooms was in my original complaint to the Revdex.com. I was forced to get the Revdex.com involved because you did not return my phone call from January asking when you were going to fix the problems your installers left in my house. Problems your company was aware of in November. You only responded after I filed a complaint. I agree to having the Armstrong factory rep inspect the floor. If the floor had been installed correctly we would not have glue oozing up between the tiles several weeks after the installation. After the issues with the floor are resolved we can address the grout. We signed a contract for this work 1 year ago and paid in full in September, trusting your company to resolve the problems. One of the main bathrooms in our house has been out of service since September. Believing that I would have to pay for repairs out of pocket, I've had 2 other contractors come and look at the work your company did in our home and they both just shook their heads in disbelief.

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,

Business

Response:

Mr. [redacted],

We are confirming that the Armstrong Rep will me us between 10:30 and 11:00 at your home to inspect the bathroom floor. We would also like to address and fix the grout issue in that bathroom at the same time. Our office will be calling on Tuesday morning to confirm a time to meet. I can have a crew at your home around 9:30 to fix the grout.

Braden Miles

Window Max Inc.

Consumer

Response:

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.

Business

Response:

New flooring has been ordered; it should arrive in 7-10 days. We will contact Mr. [redacted] to set up a time to re-install flooring.

Business

Response:

We have received flooring and will install the end of next week. We will contact Mr. [redacted] Tuesday, 5/20 or Wednesday, 5/21 to confirm installation date.

Consumer

Response:

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,

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 did not show up as arranged on 5/21; they did call me on 6/3 to say they were very busy and would schedule a time soon. As of today, June 11, no time has been set to complete the work.

Regards,

Business

Response:

I sorry I did not respond sooner. I was out of town with a death in the family. When my office called earlier this month they were instructed to let you know your job was the next one on the list however, we were working on a very large job to get a Bed and Breakfast ready for a wedding the weekend of July 4th. We should be wrapping things up by the middle of next week. We do have your material for your floor in inventory and we will call as soon as we finish this job. If you do not want to wait I will be happy to issue a refund for $750 for the cost of the floor and labor to repair your floor. Please let us know which way you would like to proceed.

Window Max Inc.

Braden Miles

Consumer

Response:

We

contracted with BathMax over 14 months ago, in April of 2013, and waited 5

months before they started the job in September. We first complained about the

poor quality of work done in our home 8 months ago in November. We feel we have

been beyond patient and waited way too long for resolution. My wife and I feel

we have been treated as third class citizens and have had our home in disarray

for 8 months waiting for BathMax to resolve problems they created. We have postponed trips and altered our schedule on more than one occasion only to have them not call and not come when they said they would. I don’t

believe that $750.00 will cover the cost of having the incorrectly installed

floor removed, purchase new materials, and install the new floor. I would like

for BathMax to refund $850.00 so that we can hire a reliable and competent

contractor to complete the renovation of the bathroom in question

Regards,

Business

Response:

Mr. [redacted],

We would be happy to refund the $850 so you can have your floor replaced. Your check was mailed out 7/2/14

Braden Miles

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 will consider this matter closed upon receipt of a check for $850.00. As of Monday, July 14th, after the mail was delivered, I have not received the check.

Regards,

Business

Response:

Attached is a picture of the check and envelope that was mailed to Mr. [redacted]. If he does not receive it by the end of this week we can stop payment and reissue another check.

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 still have not received the check. I noticed on the copy you sent me you misspelled my street name and also used the wrong zip code. My correct mailing address is:

Roanoke, VA [redacted]

Regards,

Business

Response:

We have stopped payment on the old check and reissued a new one. We corrected his address in our system. The mail has already run today so he should receive the check by Thursday this week.

Consumer

Response:

Received check.

Review: In November of 2009 we signed a contracted with Window Max Inc to do some work on our enclosed patio deck. This work was being done because we had experienced leaks on numerous occasions and we desired to correct this problem. The work actually started in January of 2010 and consisted of replacing all the windows, door to outside and roof. We had a discussion with Mr. Miles about the slope on the roof being adequate and he stated that the roof he proposed would not leak. On the contract we signed it states that the roof is guaranteed not to leak for 25 years and it is signed by Mr. Braden Miles. The contract says nothing about this being a manufactures warranty. The roof started leaking after the first rain and we reported this to Mr. Miles. After several telephone calls he finally came out and stated that at least it was leaking in a different place. I didn't think that was very funny at all considering the leak we orginally had was one drip and now the porch was leaking in 7 or 8 different places down a seam and we had 5, 5 five gallon buckets lined up along the floor. Mr. Miles sent some workers out and they put some sealer down the seam and it leaked the next time it rained. This same scenario went on three or four different times and one day Mr. Miles told my wife that the Manufacturer of the roof had gone out of business and he washed his hands of responsibility for the leak. We could not find our contract that stated the roof was guaranteed for 25 years so we left the buckets on the porch until we decided what we could do. Months later we called Mr. Miles and told him we felt it was his responsibility to fix the leak. He then sent his partner out and he indicated he had a sure fix for the leak and he would give us a good deal on it at $737.10 dollars. We asked if Mr. Miles would pay for it and he said he checked with Mr. Miles and he said no. Since we couldn't find the contract we felt we didn't *ave any choice but to pay for the repairs so we could enjoy our porch. his partner did say that he would not guarantee in writing that the roof wouldn't leak but he was sure it wouldn't. He taped the seams and put some kind of coating like you use on campers or RVs. This lasted several months and the leak came back. We called Mr. Miles and ask if he could send us a copy of our contract and he said he had had a fire and all his records were stored at another location and that he would go get it and send it to us in the next day or two. We waited several weeks for the call and finally found our contract. We called Mr. Miles and told him we found the contract and he indicated he was just ready to send it to us. We told him we thought that fixing the leak was his responsibility. he indicated that the guarantee was a manufacture’s guarantee and he would get a representative out to look at it. We said I thought the manufacturer went out of business. Mr. Miles mumbled something. We told him we had gotten quotes on fixing the leak and that the lowest bid was $1,850.00 and that we also felt he should also be reimburse us for the $737.10 we spent for the previous repair that didn't work since the check was made out to Window Max Inc. he wanted to set up a meeting to discuss the problem. We reluctantly agreed since this has been going on for four years. he indicated he would call and talk to me the next day about setting up a meeting. It has been a week and he still hasn't called. Over the four years we have dealt with Mr. Miles he has returned only one call personally out of many to the company. We feel that we are justified in asking for the total cost of getting someone else to fix this problem since it is obvious his company cannot. We also feel that we are justified in asking that the $737.10 be returned to us since the roof was guaranteed by his company. The windows and door have been excellent but the roof leak has been a nightmare and we are fed up with Window Max. Each time we call Mr. Miles and give our name he says "your porch must be leaking again" . It is my understanding that the company no longer dose roof work. I wonder why!!!!Desired Settlement: We obtained two quotes on repairing the roof. The lowest quote was $1,850.00 and we feel we should be reimbursed for this as well as the $737.10 we paid to have his partner do the first repair since the contract says and I quote "roof to be guaranteed not to leak for 25 years" and the check we paid for this repair was to Window Max Inc.

Business

Response:

I would first like to say I'm sorry you have had a ongoing problem with your patio room roof. We have made a total of eight attempts to try to stop the leak in your room. Not long after installing the roof the manufacture who made the roof system went out of business. After talking to you twice last week I contacted three other patio room roof manufactures and talk to several engineers who have designed these roof system to figure out why your roof seams to keep leaking. After talking and looking at cross sections of the roof I think we have finally found out why your leak keeps coming back. I think you will agree that we have made several attempts to fix the problem and it has fixed the problem for a while and then the roof starts leaking again. We believe that in order to fix your roof so a leak doesn't develop in 6 months The roof needs to be removed and the area of the roof that joins to your home needs to be sealed with a different type of gasket. I know you want a rubber roof put over this patio room roof but we don't believe that will fix the roof. It might stop it from leaking for the summer but when we receive snow next winter the room mighty start leaking again. The roof that was installed on your patio room came with a 25 year manufactures warranty and a one year labor warranty. I know this leak issue has been a "royal pain in the neck for you" and in good faith we have tried to fix the problem several times. I would be willing to disassemble the roof and add a different flashing kit to where the roof joins your home and then re assemble the roof system. We will do this for you at this time at no charge. It takes about two weeks to get the parts from another manufacture and they we could proceed in fixing your problem.Last week when we talked you instructed me that if I didn't pay $1900 for a rubber roof to be installed over your patio room and to refund the charge we charged to try to fix your room when it was clearly out of warranty you would be forced to sue us for the amount. I was completely shocked. We do not agree that the roof can be fixed with a rubber roof and my company is not willing to pay for the new roof. If you do not elect for us to try and fix the leak issue in good faith I will refund the cost of the repair we attempted last fall as it did not work.I hope we can continue to work together and resolve your problem.Braden MilesWindow Max Inc.

Consumer

Response:

First of all I would like to state that we did not tell you that we would sue you if you did not meet our offer. We stated that we had contacted an attorney and let them look over the contract. the attorney stated that by the contract saying" the roof was guaranteed not to leak for 25 years" she felt that it was Window Max's responsibility to fix it or pay to have it fixed. Nothing on our contract says anything about 1 year labor warranty by Window Max and 25 years by the roof manufacture. Your company has been onsite no more than four times to attempt to repair the roof to our knowledge. I am shocked that after four years of trying to get this leak fixed we had to turn to the Revdex.com for help. We have been married 47 years and never have had to use Revdex.com in this manner or seek an attorneys opinion before. We feel that trying to remove the roof to possibly fix the problem would create more problems considering the tape, sealant and Flex Coat that has been put on by your company. We have contacted other contractors and feel that our best approach would be to go forward with the rubber roof considering the trouble we have had for the last four years. Although we do not feel it is fair we are willing to close this complaint once we receive a check for $737.10 from Mr. Miles that we paid last year for repairs that should have been covered. Regards

Business

Response:

Mr. [redacted],

I had hoped you would elect to have the roof removed and reinstalled.

I believe it would have fixed the leaks in the patio cover. However, I will send out your refund today for $737.10 per your request.

I hope you get your problems resolved.

Braden Miles

Window Max

Consumer

Response:

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. It is a shame that Mr. Miles did not show more interest in resolving this issue before we contacted the Revdex.com. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,

Review: I bough windows and Doors from Window Max 3 years ago they are life time warrant . This year in the month of July I had a leak in my back door of my house there was 2 seals broken and it was leaking on my tile floor when it rains so I called window Max starting in July of this year 2014 I told them what was happening with my door so every week Mr. [redacted] said he would send someone to fix my door the phone calls went on for another month by that time I was getting upset by the day because when it rains it was messing up my tile in the laundry room so the month of Aug he send two handle contractors he knew to come put in a glass window in my door that was damage after they repair my door one of the guys name is [redacted] said Mr. [redacted] gave him that glass window has been sitting on the floor a long time said they would come back in a week to replace my glass window that sits in my back door so they return Friday Sept 5th with another glass window and I didn't check it out for two days because I was busy with my 2 year old grandson I'm taking care of daughter in the Army deployed so I looked at the glass tried to clean the new glass it was nasty also finger prints on the inside of glass where you cant get to that part because its sealed in also I looked in the inside glass there are molded in the tracks or mildew I'm so unhappy with window max then Mr. [redacted] called me up on my phone Monday Sept 8th ask me what the [redacted] is your problem after I told him im calling [redacted] new also getting in touch with B.B.B.org also taking him to small business court window still not fix please help me thank you . [redacted]Desired Settlement: nothing yet if he cant fix it I want my money back

Business

Response:

[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.

Window Max Inc.

Consumer

Response:

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,