ComplaintsforVezina Industries, Inc.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a window from this business that has experienced a failure of the Low-E coating. The window is less than ********************************* a new construction build of a Crown Home. I reached out to the builder who provided Vezina Industries' contact information. My understanding is that this issue is supposed to be covered under their manufacturer's warranty. I have attempted to reach out to them numerous times since July, and upon providing all of the information that they requested, they ghosted me. I have attempted to contact them several times to follow up and they have not responded.The sticker attached to one of the windows is as follows:Serial #: ********** PO **** (2/**/2014) My home is located in the Chateau at the Vineyards Phase II tract, Lot 83.

  

  Business response

  09/18/2023

  Good afternoon,
  
   
  
  My apologies for any miscommunication - you have a lifetime warranty for your windows which is covered by the window manufacturer, which is Alpine windows.  Vezina Industries, has a one-year warranty after you have moved into your home. Any warranties would have to go directly through the manufacturer in order to get your windows covered or we could replace the window for you, but it would be chargeable. Please see below for a link to Alpine Windows warranty information. You will need to create an account and supply any pictures available along with the serial number provided on any of your windows. Thank you if you have any questions, we would be happy to help you out call us at ************ and ask for the service department. Thank you. Have a great day!

  Customer response

  09/18/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an A/C unit installed and ductwork was already present. I asked that they test the ductwork so if it was not adequate, it could be replaced. I paid an extra $250 for this and to have 1 extra vent installed. Now that the temperature reaches 100 degrees per day and I use the A/C, it does not cool the house. The front of the house is 5 degrees warmer than the back. The kitchen is 10 degrees hotter than any other room. I can not get the temperature of the kitchen comfortable even if I turn the A/C temp down to 65. I have tried to have this corrected and was told by **** at ****** that it was not their responsibility. I am told to speak with their salesman that is sat with but he will not return my call. I was told that If I want the temperature "balanced" I need to have them come out and do additional work at my cost, even though this was discussed at the start of the job. I keep requesting that they come out and check the system and they will not do it unless I pay additional money. They will not even look at it.

  

  Business response

  09/08/2022

  Hello,
  
  Here is our response to the customer:
  
  We are sorry to hear about your issues. We contacted you and fixed your issue as of 08/31/2022. Although we are under the impression that your issues are from a pre-existing condition and not from the A/C unit we installed, we have followed up and added air balancing devices to your attic. The installation of air balancing devices are valued between $1,200 to $1,400; however, we have offered this solution at no cost to you. 
  
  Sincerely,
  **** ******
  
  Thank you!
  
  **** ********
  ****** Industries Inc.

• Initial Complaint

  04/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired Vezina Industries to install new windows throughout my entire house. I ordered the windows in July 2021. The project was attempted in December 2021. Most of the project was finished, however all of the windows are incomplete. Vezina Industries failed to complete the windows, as they do not have screens. My house has had incomplete windows for 5 months. I’ve called 32 times and each time, the receptionist tells me they will give me a call back to give me an update on my windows. Out of the 32 times I have called, I received 0 calls back. They will not respond to my emails either. I paid $10,979.00 for an unfinished project, ignored calls and emails. My only request when contacting this business was an update on when my windows will be finished. This is a customer service issue. Since this business has refused to contact me, I believe they do not intend to complete the project.

  

  Business response

  05/13/2022

  Hello,

  
  

  We thank you for sharing your experience as it helps us improve our customer service. We have spoken to you before several times and done the best we can to get your screens in a timely manner. I understand it can be frustrating to not receive orders on time, we share the same frustration with you. Unfortunately, due to the COVID-19 Pandemic, there have been many supplier issues with providing us with items ordered. This supplier issue affects everyone in the construction industry, not just our company. Here are the steps we have taken to improve our customer service: we have hired 3 additional people to assist in the service department as of March 2022. Additionally, your screens should arrive by Monday the 16th, just a few days away. They have been requested long before you contacted us the most recent time, but thankfully they are expected to be here on Monday. If all arrives accordingly, we have reserved a day to schedule the installation of your screens that week. Troy Stanger, our project manager, will be installing the screens himself on Wednesday the 18th. 

• Initial Complaint

  03/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had them install a gas fireplace in my home paid for from the valley air pollution control district and they didn’t vent it correctly so I can’t safety use it. I had building inspector look at it and they didn’t get any permit for it and he contacted them and they accused my son of pulling the unit out and bending the pipe he stayed that without a permit he couldn’t go after them but said I could fall asleep on my couch and not wake up! I want the unit probably vented and a permit pulled which is required by the city on any gas heating appliance. The instructions for the unit state that it must be vented out of the chimney and a roof cap with a top vent cover and that’s also the building code. I contacted the company and they told me I’d have to pay 85 dollars for a technician to come out and tried to tell me how to take the front off to check for a gas leak! I’m 86 years old and don’t understand why they just won’t come back and do it correctly and I want a permit from the city of Madera so they can come inspect it after the work is done. Any help you can do for me would be greatly appreciated and they did the same thing for my elderly lady friend too! Thank you and feel free to call me anytime I’m hoping to get this issue resolved as soon as possible!

  Customer response

  03/24/2022

  i want a permit pulled from the city of madera building department a copy of the permit and the unit inspeected by the building inspector to make sure the unit is properly installed and up to code. that will resolve the issue. 

  

  Business response

  04/04/2022

  Hello ******,
  
   
  
  We are going to try contacting the customer and replace the pipe. Also, there is no permit needed as this is an “INSERT” gas appliance and there is no alteration to the existing house. This should be completed shortly. Thanks.
  
   
  
   
  
   

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