WindowRama Enterprises, Inc.

A repair crew was dispatched to *** ***'s home on August * The crew installed a new head and seat board The new head board, unfortunately, had an imperfection on it and we have ordered a replacement head board The crew also re-spackled the walls and we have offered to
repaint them as well
The project was financed through *** *** *** We have contacted them and requested that they remove any late charges, and notify the credit bureaus that the account is in good standing We will continue to be in contact with *** *** through the completion of the project

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The company did replace head and seat board but the head board had gauges in itThe head board is going to be replacedThey did spacele and agreed to paint what was damagedThey did not address that there will be no bill until the project is completeThey said they will remove fees but didn't address the continuation of the bill until the project is complete They also did not address how much money is being taken off of my bill due to the days off I needed to take due to the amount of times they have to come out where I am using my personal time when this was supposed to be a one day jobThe months it is taking to do this project and my dining room in disarray and unable to use this room for functionsI would like to know which nobody has told me how much they are taking off my bill
***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We certainly understand the customer's impatience and we are truly sorry that this problem occurredHowever as I said previously this was a complicated order and it's going to take some resolve on both parties to get this taken care of as quickly as possibleWe hope with the customer's continued co-operation we get get thru this as quickly and painfully as possible

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I called the facility to confirm my appointment on Thursday night 9/**. They were surprised nobody called me to confirm. I was told that the installer would be there by 8:30am but if they weren't call backs once the appointment was confirmed I took off from work.  Friday 8:30 came and went so I called at 8:35am. I was told that they would call the installer then call me back. I waited until 9am and when there was no call back I called again. I was told they couldn't reach the installer but once they do they'd call me back. At 10am, an hour later I called again and was told they are still trying to reach him. At 10:30 I received a call from the installer, not windowrama, and was told they were sent to another job before mine and would be there late in the afternoon. I immediately called windowrama to express my displeasure with this outcome and the day off I wasted and that I was stuck in my house all day waiting for their installer that they confirmed would be there by 8:30am. The installer arrived at 2:55 and finished by 3:40. Less than an hour to finish the job. But I was misled ill informed and burned a day off because of their incompetence. I asked for my pay for the day plus a little more for the aggrivation this "one day" job caused. This should have been done on April [redacted] but the poor workmanship and disregard to their customers this job took almost 6 months and my house left in shambles. I am not satisfied that I was offered so little for my aggrivation and lost wages.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

we are aware of the situation and have been working on fixing all [redacted]'s issue. The refund he is requesting to his credit card was done yesterday. Most of his other issues have been addressed. We are working on the rest. The salesman who ordered the merchandise is no longer employed by...

WindowRama. Keep in mind the product that was ordered fr [redacted] was all special order. To fix the problems and get replacement product was a minimum of 6-8 weeks. We have worked diligently to solve all outstanding issues and are eager to work w/[redacted] to solve anything else he needs to get done.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I had to take off of work lost money for not going to work. This is a perfect example of a company lieing and using there weight to push the consumer around. The sales man never explained this to me. They have 1 salesman for all of long island and I believe he is over whelmed and forgets to explain details to consumers. This has put a strain on my family. The window I need replaced in my 22 months old room has mold growing on it. I started this process in September and only now is this getting taken care of. This company has no consideration for the wellness of my family they only care about making money. And I couldn't get out of the contract with out loosing money. So you get stuck into this contract with no way out. So I have been waiting almost 2 months for them to do the work while my son is breathing in black mold because this company has dragged there feet. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

WI Services was at [redacted] house on Fri. 10/**. All outstanding install issues were resolved. we have a signed completion certificate from [redacted] that states we have completed the work we contracted to do satisfactorily. There still is an outstanding issue of the amount of the final bill that [redacted], who's in charge of our install dep't is trying to work out.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:

The service appointment is not until December - problem remains unresolved at this time.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have agreed with the Customer to take back the order in question and offer him a full credit. Although the custom special order merchandise was authorized by the customer's signature and is not returnable to the manufacturer, we have agreed there were some inconsistencies between the information...

provided by the customer's contractor and the salesman involved. Because of those inconsistencies we have decided to work with the consumer on an amicable solution.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Everyone seems to be aware of my issues and while I'm being told they are being worked on that does not necessarily mean I am going to get my desired outcome. I make that statement based on my past history of never having one order be 100% right or completed in full. The response also does not solve the additional costs I incurred and continue to incur for Windowrama employee mistakes. It does not offer any sort of recognition to numerous errors made by that branch of Windowrama, offer an apology for the stress/aggravation I went through or offer some sort of monitory reimbursement for time taken off work to walk the salesmen through every aspect of each order. The refund that was done yesterday is not for the correct value and there has been no mention of paperwork being given to back all the charges that were made 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I talked to [redacted] the day he thought our installers were going to install the windows in his home. As per the contract the start date is an estimated date. I explained to him that the product  ordered for his project wasn't due in until 1/**/16. The order was signed off by [redacted] on [redacted],...

the order was placed on [redacted] after we went to [redacted] house to do a re-measure to make sure the windows would be ordered properly. The material was all special order and was  a 4 week lead time, but we needed to add in the week  a half for the x-mas break. He went to the store to ask one of the salesman when we would install, they are not privy to that info, when there is a phone # for our install division on the header of his order which he could have called & got the info he needed. The product is now here and we have a scheduled date for 1/**/16 which he's been called & is fully aware of. The total amount of the order is approximately 10.3k. I'm not sure why he put down 13k. While our salesman should have explained to [redacted] that the start date was approximate, [redacted] clearly should have read that & or called the phone # on the contract.

RE: [redacted]
ID  [redacted]
 
Dear [redacted]:
 
In regard to [redacted]'s  complaint filed with your agency, please be advised that Windowrama has made contact with the customer and a service has been submitted to address [redacted]'s issue.
 
Should you require...

any further information, please feel free to contact me.
 
Thank you

Review: Ordered two Pella windows (architecture series) from Windowrama , and Windowrama installed them on Monday **/**/2013. The problem is that the depth of the window is about 6 inches (including exterior aluminum clad) and the windows stick out about 3/4 inches from the siding after installation. I had asked the Sales are the windows going to fit (the windows being replaced which are also Pella architecture series) during ordering, and I has not being advised / informed by the Sales that the depth of the new window is different then the one being replaced and the window will not fit like the original window.Desired Settlement: Replacement

Business

Response:

In view of the customer's concerns regarding the installation of two Pella windows,

WI Services, Inc. proposes to reinstall the windows in question, unless any problematic

structural issues should arise. The customer is in agreement with this plan.

A meeting has been set for Saturday, Dec **, between the customer, the WI Services salesperson,

and the subcontractor who will perform the re installation work. At that meeting, it is

anticipated that all the parties will agree on an implementation plan, and a date to

perform the reinstallation. It is anticipated that the reinstallation will result in a

satisfactory outcome for the customer.

If there are any questions, please contact me at ###-###-#### [redacted].

[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and agree to meet on Saturday [redacted] with WI Services. Please do not resolve this complaint, until windows got re-installed properly.

Sincerely,

Review: I have purchased all my replacement windows from Windowrama along with the replacement french door. The door is warrantied for 10 years. After 4 years the internal mechanism has failed. They sent replacement parts, which did not seem to match. They had told me that if need by I could pay $100 and they would send repair the door. My wife called today to tell them of the problem. The man on the phone said that I had misunderstood and it was $100 to look at the door, and hourly rate to repair plus parts. My wife responded that this mis-information was frustrating...the man hung-up on her! We have spent a lot of money at this store and expect much better service.Desired Settlement: For the $100 they would sent a "tech" out and fix the door we have not been able to use for the past month.

Business

Response:

This correspondence is in response to the Better Busiuess Bureau request# [redacted] concerning a purchase made by [redacted].

[redacted] has registered a complaint with WindowRama concerning the repair of the locking mechanism of his 4-year-old [redacted] patio door.

The [redacted] door which was purchased by the customer has a 10 year warranty on parts; however, labor is not included as part of the [redacted] warranty. WindowRama correctly identified the parts necessary to correct the malfunction of the door, and coordinated the shipment of those parts to [redacted] at no charge. If WindowRama were to dispatch a service technician to drive to the customer's home, review and diagnose the problem, and spend the time necessary to repair the door, WindowRama would have to charge a fee for that service call. WindowRama apologizes if there was any miscommunication of this procedure on the part of any of its salespersons.

In a follow-up call from WindowRama to the customer , it was ascertained that the parts provided were correct, and the customer had engaged the services of a local repairman to install the parts.

If I can be of further assistance, please feel free to contact me at ###-###-####, Ext. [redacted].

Sincerely,

Review: WindowRama installed the window that doesn't fit our home opening - shorter around 4". Salesperson made measurement from side to side w/o taking off the trim. Our old Anderson bow window had Internal size 94" x 56" w/o including head and seat. WindowRama ordered the new window without doing the Rough Measurement which is required to know what size should be ordered. It obviously would be bigger size than 94" x 56". WindowRama never gave us to sign their order of the window they chose . WindowRama installed the window and the gap between new window and wall opening was 3.5"-4". The installers filled gap with fillers. We signed 8/*/2013 in [redacted] office only W.I. Services Installation Quote #[redacted]. We didn't see or sign W.I. Services Agreement # [redacted] and Sevices Order.Desired Settlement: We want WindowRama to install new window that will fit our home wall opening.

Business

Response:

ID #[redacted]

WindowRama egrets that [redacted] is dissatisfied with the window that was installed.

[redacted] claims that our W.I. Services Install [redacted], incorrectly measured, without taking off the trim, and ordered a bow window that was 4" too short for the existing opening in his home. [redacted] also claims that the window was then installed by W.I. Services and the alleged error was then covered up with "fillers".

In fact, it is not necessary to remove the trim in order to get an accurate rough opening as the width of the trim is added into the measurement to calculate the correct rough opening. This is how [redacted] determined the correct rough opening of the new bow window.

[redacted] claims that the difference in size of the new window was "covered up with 3.5" to 4.0" of "fillers." There were no "Fillers" used in this application and only one 3/4" piece of trim was applied. This is normal installation procedure.

[redacted] states that "WindowRama never gave us to sign their order of the window they chose". In fact, [redacted] signed the W.I. Services contract #[redacted] on August *, 2013. The contract that [redacted] signed, clearly states that the unit being ordered is a Simonton 5500 Series window, 94 inches wide by 56 inches high, whiich is the size of the window that was installed.

At this time, there is a balance due on this order for $1,650. Nevertheless, WindowRama would like to find common ground with [redacted] to resolve this issue.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

1. The [redacted] measured the opening inside w/o taking off or adding trim from side to side 94" X 56". That's why the order of the window from WindowRama was shorter our old Anderson Bow (not flat)window. The Rough opening was not done before the ordering.WindowRama mentioned that only 3/4" piece of wood was applied. WindowRama in the letter to [redacted] (5/**/14) reported they installed 2" X 4" piece of wood to replace the rotted piece.But we don't have rotted places in our house. My wife was there and nobody told her about it or shown the rotted piece We didn't have flat window before. I signed 8/*/2013 only "W.I. Services Installation Quote". We didn't sign Sales Order ( we didn't see it). We were shocked when saw after installation seeing gap around 3.5"-4" - new windo, installed by WindowRama, was shorter than old window. Anyway, if wrong size of window was installed it's not customer fall- we just wanted good ne window not less than old one.

Some houses on our street (they were built by the same builder in 1980) have Bow window and all Bow windows have hight more than WindowRama's installed window.

WindowRama should accept responsibility for wrong size of installed window. I'm also ready to find common ground with WindowRama to resolve this issue.[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I received E-mail from [redacted] (WindowRama) with resolution of my complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

P.S. Thank you Revdex.com of NY for great help to resolve my problem. Happy holiday to all of you and best wishes.

Review: I have purchased [redacted] 5500 windows from WindowRama, [redacted] back on Sep **, 2012. The windows were installed on 10/**/2012. Later the top windows falling down when we opened the windows. I have reported the problems on Nov. **, 2013 to [redacted], the sales representatives, WindowRama in [redacted] and asked them to fix the window problems as soon as possible. Until April **, 2014, [redacted] from [redacted]. hired by WindowRama first attempted to fix the problems and failed. Then he ordered parts and attempted to fix the windows again on May **, 2014. He told me this would be the last fix work. But today, one of the windows is falling down again and can't be closed and locked. I am very disappointed in the window quality and warranty. I have lost so much time in dealing with these defected windows and their repair works.Desired Settlement: Refund- Windows order: $6782.88- Window installation and materials: $4,225.00- Lost time and cleaning: $2,860.00________________________________________ Total: $13,867.88

Business

Response:

WindowRama regrets the inconvenience incurred by the customer. WindowRama will make every effort to work with the manufacturer, the distributor and the customer to help assure that the necessary repairs to the window in question are made.

The windows are covered by the Warranty provided by the manufacturer, [redacted].

WindowRama is a retailer and all windows sold by WindowRama come only with the Warranty of their manufacturer.

Nevertheless, to address the customer's problem, WindowRama has contacted [redacted], the regional distributors for [redacted], to arrange for a technician to conduct an on site service.

As a result, a service visit by a technician from [redacted] has been scheduled with the customer for Tuesday,

June [redacted] The [redacted] technician will diagnose the problem, make appropriate repairs, and order replacement parts as required.

It is anticipated that these steps will successfully resolve the problem.

Review: In April, 2014 we purchased six [redacted] casement windows with installation from WindowRama. Although we inspected each upon completion, it wasn’t until the weather turned cold and the windows became drafty did we search underneath and find out WindowRama had not caulked all four sides. Additionally, the latch and locking mechanism does not close tightly on three windows. All attempts to obtain service over the past two weeks, including four calls and two visits to the store have been ignored. There is a one year installation and a ten year equipment warranty not being honored. We continue to seek repair or replacement of these windows to function properly/as shown in their showroom, with properly caulked sides and with latches and locks that close securely.Desired Settlement: Repair or replacement to operate as advertised

Business

Response:

RE: [redacted]

ID [redacted]

Dear [redacted]:

In regard to [redacted]'s complaint filed with your agency, please be advised that Windowrama has made contact with the customer and a service has been submitted to address [redacted]'s issue.

Should you require any further information, please feel free to contact me.

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:

The service appointment is not until December - problem remains unresolved at this time.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased my window in February of 2014 and I was told it would be a 1 day install. On April * the window was improperly installed and the installation was incomplete. They did not put the proper insullation or new trim as explained. The contractor cracked the walls above and below the window when installing. They said they would correct the problems, hwoever the contractor came in and did not tape the walls, just spackled over the cracks. Nobody has been back to finish the repairs. Also the company partially painted the head board and seat board which I purchased as factory white. The head board and seat board has a clear difference in color and finish. One finish is mat the other is more of a semi gloss. I have constantly called the main office with no response and I text the salesman without response. The original contractor is barred from my house because of incoherent text and voicemail messages which have been ssaved. I am being billed and accruing interest eventhough I have challenged the bill due to the agreement that I would not be charged until the project is completely finished. It is now 4 months and my "1 day" installation has not been completed. I am accruing interest and finance charges for a bill that I should not have received. I am receiving little or no communication from the company or their installation services department or their billing department. This needs to end and I need help. I have had to cancel or move family functions that were scheduled to be at my home as my dining room is in disarray.Desired Settlement: I would like the window repaired, walls repaired and billing adjusted. I would also like assurance that the finance charges and interest are removed from my account and my credit reports. For the failure to comply with the agreed timeframe I would also like an adjustment to the bill reducing the total amount.

Business

Response:

A repair crew was dispatched to [redacted]'s home on August *. The crew installed a new head and seat board. The new head board, unfortunately, had an imperfection on it and we have ordered a replacement head board. The crew also re-spackled the walls and we have offered to repaint them as well.

The project was financed through [redacted]. We have contacted them and requested that they remove any late charges, and notify the credit bureaus that the account is in good standing. We will continue to be in contact with [redacted] through the completion of the project.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The company did replace head and seat board but the head board had gauges in it. The head board is going to be replaced. They did spacele and agreed to paint what was damaged. They did not address that there will be no bill until the project is complete. They said they will remove fees but didn't address the continuation of the bill until the project is complete. They also did not address how much money is being taken off of my bill due to the days off I needed to take due to the amount of times they have to come out where I am using my personal time when this was supposed to be a one day job. The months it is taking to do this project and my dining room in disarray and unable to use this room for functions. I would like to know which nobody has told me how much they are taking off my bill.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

WI Services was at [redacted] house on Fri. 10/**. All outstanding install issues were resolved. we have a signed completion certificate from [redacted] that states we have completed the work we contracted to do satisfactorily. There still is an outstanding issue of the amount of the final bill that [redacted], who's in charge of our install dep't is trying to work out.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I called the facility to confirm my appointment on Thursday night 9/**. They were surprised nobody called me to confirm. I was told that the installer would be there by 8:30am but if they weren't call backs once the appointment was confirmed I took off from work. Friday 8:30 came and went so I called at 8:35am. I was told that they would call the installer then call me back. I waited until 9am and when there was no call back I called again. I was told they couldn't reach the installer but once they do they'd call me back. At 10am, an hour later I called again and was told they are still trying to reach him. At 10:30 I received a call from the installer, not windowrama, and was told they were sent to another job before mine and would be there late in the afternoon. I immediately called windowrama to express my displeasure with this outcome and the day off I wasted and that I was stuck in my house all day waiting for their installer that they confirmed would be there by 8:30am. The installer arrived at 2:55 and finished by 3:40. Less than an hour to finish the job. But I was misled ill informed and burned a day off because of their incompetence. I asked for my pay for the day plus a little more for the aggrivation this "one day" job caused. This should have been done on April [redacted] but the poor workmanship and disregard to their customers this job took almost 6 months and my house left in shambles. I am not satisfied that I was offered so little for my aggrivation and lost wages.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Windowrama employees have constantly showed ignorance/incompetence/lack of business ethics throughout my business relationship with them. First, I placed 2 large window orders with an employee and he mistakingly ordered a different product on the second order and the issue has yet to be resolved. I signed paperwork for the second order that had the wrong products on it but I trusted that the employee would have the correct information (it was an order for additional windows to match the previous order which was still in the production process). They charged for items I didn't wish to receive and was lead to believe by the employee were being given at no cost due to large size of order. Each order I placed with them required some sort of large deposit or pay in full prior to delivery and some items I am yet to receive. I returned some products that I didn't need/want and they are yet to credit back my card for the items I returned. Due to their lack of professionalism, my home renovation dragged out 2 months longer then it should have. I was not able to move into my home due to their incompetence and still had to make mortgage payments and rent elsewhere. I continued to try and work with them and purchased all the doors and door hardware for the home. This again was a disaster and months later I am still waiting on the correct items to come in. Doors were not prepped properly for the specified hardware, keyways never matched up, door handles were incorrect, doors came warped, I placed an order with them for the window hardware (casement cranks) and I got a call weeks after the order was placed that it was in and I should pick it up. When I went to install the hardware, I discovered that he ordered 58wrong pieces of hardware. I returned said hardware to them but am yet to receive the refund to my credit card. All their errors have cost me an absurd amount of time (probably been to the store 50x throughout the process) and somehow they treat me like I am the one how has wronged them. I have been juggled about by the staff and yet to righted on the countless mistakes they have made. I purchased anywhere between $75k-$100k worth of product from this store and they refuse to give me receipts/invoices/breakdown of all the charges to the credit card they made. I have been asking for this for months.Desired Settlement: I believe they should refund me in full for all items that have been returned/never delivered as well as provide some sort of compensation to reflect the amount of time (days I had to take off work or leave early to sort out Windowrama employee errors). Not to mention the rent I had to pay due to the delay I incurred from being able to move into the new home because of their constant mistakes. Any employee in the [redacted] location would be able to recount the hell I went through dealing with Windowrama as a whole

Business

Response:

we are aware of the situation and have been working on fixing all [redacted]'s issue. The refund he is requesting to his credit card was done yesterday. Most of his other issues have been addressed. We are working on the rest. The salesman who ordered the merchandise is no longer employed by WindowRama. Keep in mind the product that was ordered fr [redacted] was all special order. To fix the problems and get replacement product was a minimum of 6-8 weeks. We have worked diligently to solve all outstanding issues and are eager to work w/[redacted] to solve anything else he needs to get done.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Everyone seems to be aware of my issues and while I'm being told they are being worked on that does not necessarily mean I am going to get my desired outcome. I make that statement based on my past history of never having one order be 100% right or completed in full. The response also does not solve the additional costs I incurred and continue to incur for Windowrama employee mistakes. It does not offer any sort of recognition to numerous errors made by that branch of Windowrama, offer an apology for the stress/aggravation I went through or offer some sort of monitory reimbursement for time taken off work to walk the salesmen through every aspect of each order. The refund that was done yesterday is not for the correct value and there has been no mention of paperwork being given to back all the charges that were made

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We certainly understand the customer's impatience and we are truly sorry that this problem occurred. However as I said previously this was a complicated order and it's going to take some resolve on both parties to get this taken care of as quickly as possible. We hope with the customer's continued co-operation we get get thru this as quickly and painfully as possible