ComplaintsforModern Resolution Windows and Doors

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold a window/door project over a year ago that is still yet to be completed/resolved. The salesperson that presented to me was supposedly the sales manager but seemed green as cucumber. He offered me a financing plan that did not exist (24 months no interest no payment). This was the only reason I agreed to the sale to begin with because it would fit my budget. 10 days later I was notified that the loan was 24 months interest free WITH payments (big difference!) This was after I adamantly asked the salesperson to check with the owner to assure that the terms agreed upon were valid. That was the first huge mistake. I went ahead and forgave it and hesitantly proceeded with the project. A completion date of ***** weeks was given. I thought that was a bit long but not terrible. Here we are 53 weeks later and still not completed. About a month after the project was sold the owner contacted me suggesting we change brands of windows and door. He also said Id be receiving a $900 refund of the door since it was a lot less expensive. This was all a terrible idea because he had to go through another dealer to get the door and windows. When they arrived they were the wrong size and or were damaged. The door was in decent shape (far from perfect) so his sub-contracted crew began with that part of the project. They seemed to do an ok job but that was definitely not true. The door was installed wrong, without permit windows came in a few weeks later and were installed terribly, two were still not measured properly and didnt fit. The owner was appalled by the work and was extremely apologetic. He assured the issues would be resolved at first but then as time went on he kept giving excuses and not making me a priority any longer as its been over a year now. Also, he recommended a contracter to paint my front windows to match my new windows and the guy painted them shut and wont return calls. Theres many more issues that I cant fit into this. TERRIBLE EXPERIENCE

  

  Business response

  05/23/2024

  Dear ******,
  
  Thank you for taking the time to provide your feedback. We sincerely appreciate your openness and regret that your experience with Modern Resolution Windows & Doors did not meet your expectations. Your concerns are of utmost importance to us, and we have taken immediate action to address and rectify the issues you've raised. 
  
  Multiple teams have been dispatched promptly to address the punch list items in response to your concerns about the installation issues, including the window replacement, door leveling, and tile repair. We appreciate your understanding and patience in finding that resolution.
  
  We would like to reassure you that we have followed through on our commitment to install everything according to our agreement. We have also gone above and beyond by upgrading both your window and door packages at no additional cost. We acknowledge the delays in the scheduling the installation of the new set of windows and appreciate the opportunity to have rectified that.
  
  Regarding the financing dispute, we have offered various options, including canceling the contract or upgrading to a local manufacturer for a unique window configuration. Opting for the latter, we absorbed the higher cost to ensure your satisfaction, provided a $500 gift card, paid the $900 refund, and obscured the window as requested. We take full responsibility for any errors in the initial set of windows and have expedited the process to minimize further delays.
  
  We acknowledge the extended timeline for additional services and are working to improve this aspect. We hope that we were able to resolve the issues you presented!
  
  Once again, we sincerely apologize for any inconvenience you have experienced. Your feedback is invaluable, and we remain committed to delivering the high level of service you rightfully expect from Modern Resolution Windows & Doors.
  
  Best regards,
  Modern Resolution Windows & Doors

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