ComplaintsforCompass Window & Door

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 12, 2021, I purchased 2 windows with new master frames and complete tear out down to the studs to be installed in the bathroom and kitchen for $2726.00. I made a down payment of $500 and the balance of $2226.00 was to be financed by **************************. Compass Windows installed the windows on July 30, 2021. However, on February 5, 2022, due to Compass Window's faulty installation of the bathroom window, outside water intrusion was discovered coming from under the interior window casing. In addition, both the bathroom and kitchen windows show all four corners of visible indications of cracked, discolored and loose or missing sealants. Compass Windows (Rob/Owner Ops Mgr) has denied any liability and claims the bathroom's water intrusion was there prior to their installation and is coming from snow melting from the roof. Please know that before inserting the newly installed bathroom window Compass Windows built a new outside frame which causes a substantial roofline clearance, there is no roofline snow intrusion to the bathroom. On February 10, 2022, a tech from Compass Windows assessed both the ****************** faulting installations. The tech agreed both window's casings need to be replaced and stated he would advise his office. The tech applied a temporary sealant to both of the casing's disrepair. I seek the replacement of both the bathroom and kitchen window faulty installation resulting in the damaged window inside casing. Compass Window's attempts to utilize temporary patchwork is unacceptable. Both windows inside casings need to be replaced and are unrepairable. (Account #********)

  

  Business response

  03/01/2022

  I will address everything with a timeline.
  The windows were purchased and then installed on July 30, 2021.  At the time of install, ****************** was notified that the leak was coming from above the window behind the siding, and it was most likely caused by ice damming.  She knew there was a leak before the window was replaced.  She ignored the advice we were giving her and kept claiming the leaks come from the window.  We showed her how everything was sealed from the exterior.  Then, she was happy with the installation and signed off with a satisfactory completion form to ******************.  In 7 months with all the rain we get, there was not one spec of water coming in from the windows.
  On Saturday February 5th at 5:33pm, I receive a voicemail message from ****************** saying that there is a leak coming from the bottom of the window.  I spoke with ****************** Monday Morning, and I asked her if this was the first time and she said she thinks so.  This is also when she had quite a bit of snow on her roof.  At that time, I made an appointment to go out immediately on the following morning (February 8th) to assess what she was talking about.  At that time, I did see there was a water **** on her wall.  I inspected the window from the exterior and again explained to her there was no way water could be getting in from the window.  I went over how ice damming works.  Even though it was against my better judgement, I agreed to come in and put caulk under the window trim which was not in the scope of work or any reason to do it.  The walls are very wavy and the only time that is done is if a painter decided to do it for aesthetics.  I even explained again that interior trim is for decoration and not to seal water from coming in where ****************** disagreed and told me I was wrong.  Instead of arguing, I send ****** out to seal the window and look at all the casing.  He told ****************** that everything is sealed, and the water seems to be coming in from the siding or roof.  ****************** disagreed with him.  At this point she made my employee feel very uncomfortable. ****************** then text me on 2/11/2022 at 4:43am that ****** told her everything was wrong.  This caught me by surprise because the complete opposite was told to me.  ****************** also decided to start emailing the finance company (************) about the situation.  I spoke with the finance company and we both agreed that the water issue doesn't seem to be from the windows and that she should receive an outside 3rd party to inspect it since she didn't agree with our assessment.  I still was not comfortable with a customer being upset so I decided I was going to replace the trim in the kitchen that she was not happy with.  The trim was installed and never painted by the customer.  By the ********************* being in the kitchen and bathroom, the corners separate from the moisture and no paint.  If the casing was painted and wasn't left unattended for 7 months, the corners would not have separated.  Also, a painter puts putty in the nail holes and taps the corners back together if they are apart and then paints it.  This is absolutely not a reason to replace casing that has a 1/16 gap in a corner.  Even though any carpenters know this, I still emailed ****************** on 2/16 and wanted to schedule a water test to try to help her find the issue.  ****************** responded with the interior trim was now sealed so it wouldn't leak.  Once again, trim is decorative.
  (I am copied on all emails from ************ and so is ************ on any I send)
  -I then emailed ****************** 2/22/2022 at 9:41am to schedule a time to come out.  She did not respond
  -************ from Foundation finance emailed ****************** on 2/22/2022 at 3:04pm asking for a time.  ****************** did not respond.
  -2/24/2022 at 12:28pm, ************ emailed ****************** if you had chosen a day.  ****************** did not respond
  -2/28/2022 at 9:43am, Ms. **** emailed ****************** if you had chosen a day.  ****************** did not respond
  -2/28/2022 at 3:59pm I emailed ****************** that at this point, this week is filled up and gave her some options for next week.  ****************** responded with is this my response to the BBB?  
  I'm really not sure where to go from here?  I conduct my business with having exceptional customer service and treat each with honesty and integrity.  Even though it has nothing to do with the window install, when I am doing what I can to help a customer and they refuse to respond back to email (which was her idea), or don't listen to suggestions, it really bothers me.  I understand she is probably nervous about it being the roof and doesn't want to accept that answer.  It is still not a reason to treat others or take everything out on them.
  Please let me know what you would like from me.  I have many emails and texts
  I stand behind my work 100% and know the window was installed and sealed properly.  
  
  Thank you,
  *******************
  ************
  
  I have the form ****************** signed from the finance company after the job was completed.  She signed it a few days after the job was done and also verified it on a call from the finance company. 

  If it was coming in from the window, she would have had water when it rained.  Also, if the casing was painted, there would not be gaps in the corner.

  Customer response

  03/03/2022

   
  Complaint: 16799355
  
  I am rejecting this response because:

  The response is so marked with dishonesty it is difficult to know which of the statements to address. First, *** stated, We showed her how everything was sealed from the exterior. Who is We? Who supposedly showed me the exterior siding damage? I was never advised by anyone at Compass Windows this statement and Rob never came to the job site (my residence) prior to his February 7, ******************* addition, the actual Compass Window installer, **** Kowao never quoted me any such nonsense. Furthermore, any inspection would have had to occur by climbing at minimum, a 4-5 ft ladder to view any exterior siding water damages it never happened. I did my due diligence before contracting Compass Windows and received at least 5 reputable window replacement company quotes to replace the 2 windows in question. Not even one of them attempted to introduce a cause of leakage of the exterior siding as the source of the need to replace the bathroom window. Monday, February 7, 2022 at approximately 11:46 AM, Rob did inspect the faulty installations of both the bathroom and kitchen window casings. On the date of inspection, he placed his hand underneath the bathroom's window casing and felt the draft -- the outside air seeping in from that area (where photos clearly show outside water intrusion coming in). As he viewed that area of the bathroom casing, he then moved his hand along the entire casing and wall area towards the left of the water seepage area's casing and felt and viewed that only that area of the bathroom's window casing was flush against the bathroom wall the outside intrusions area casing was not flush against the wall. When Compass installed the new bathroom window, the tech **** Kowao constructed a totally new window structure on the outside of the house before inserting the new window that clearly recedes into the house's siding, which causes a substantial clearing of the roof line (see attached photos) and there is no evidence of siding damage then on July 30, 2021 nor was there on February 5, 2022 when I reported to the company its faulty installation. As can be seen from the attached exterior view of the bathroom window, please note: prior to the new Compass window installation, the old window sat flush against the siding of the house -- thus causing major water intrusion and the need for the newly constructed and contracted Compass Window installation to resolve the issue. Rob further states, I send ****** out to seal the window and look at all the casing.  He told ****************** that everything is sealed, and the water seems to be coming in from the siding or roof.  ****************** disagreed with him. The Tech, ****** clearly did not make that statement to me, he too did not climb a ladder to inspect the exterior siding surrounding the window, nor did he remove the bathroom window to inspect the cutout interiors framing to make such a claim. However, ****** and I did view the bathroom from the exterior of the house together, at which time he stated, I see no damages around the window, siding looks good.  He also informed me he would advise his office to replace the bathroom casing and the kitchen.  Finally, Rob continues to repeat his false narrative, ****************** then text me on 2/11/2022 at 4:43am that ****** told her everything was wrong. Rob and I have regrettably discussed this textingmatter already with him producing a screenshot with the 2/11/22 4:43 am time stamp received and I countered with my screenshot text message to him showing message sent at 2/11/22 at 11:43 AM. I simply want to be treated like a valued customer that signed a contractual agreement to install supposedly two quality windows at an agreed upon price that did not in this instance meet nor exceed its alleged motto of exceptional customer service and treat each with honesty and integrity. Both the bathroom and kitchen windows require new replacement casings.
  
  Sincerely,
  
  ***************************

  

  Business response

  03/07/2022

  After reviewing the pictures along with my production manager, having a conversation with my technician, inspecting everything in person, and seeking advice from an outside source, the casing in no way needs to be replaced.  We would be doing a disservice by replacing something that just needs paint on it.  The imperfections ****************** is seeing are from the casing not being painted after we installed it.  My suggestion would be for ****************** to have a painter put a coat of paint on the casing.  This will not only cover the nail holes and take care of whatever else is bother ******************, but also protect it from moisture damage in the future by the windows being in the kitchen and bathroom.  I know its not the answer ****************** wants to hear and if the casing was wrong, I would have replaced it already knowing what this is doing to her stress level and others time.  Please let me know if there is anything else you would like for me to do to help.

   

  Customer response

  03/08/2022

  Complaint: 16799355
  
  I am rejecting this response because:

  The Compass Window Sign Off only confirms the completion of the job.  The sign off document does not absolve the company of all liability once the document is signed and nothing in the document states such.  The company is responsible to its customer(s) for its products, workmanship and substandard installations. The company is well aware that its workmanship is substandard in the kitchen and has agreed to replace the inside casing there. In addition, it is impossible for one to determine interior deficiencies of this nature outside water intrusion flowing from underneath the newly installed window casing --until the window was impacted by severe weather. It was the winter weather elements that exposed the companys inferior installation and workmanship. I would ask that the company upload its Window & Installation Warranty of which to date a copy has never been received. Please also note I have attached an exterior view of said bathroom window the company installed. Rob has stated numerous times in his March 7, 2022 response to this BBB complaint the direct cause of the outside water intrusion into the interior bathroom was due to water coming from underneath the siding and roof. You will note there is absolutely no siding or roofing disrepair or battered shingles. The siding nor roof was not a factor to the bathrooms interior water intrusion. Furthermore, please note: the company did not install a new and unfinished window casing on July 30, 2021, it simply reinstalled the old one. I need the company to stand behind its supposedly shinning reputation because it is the right thing to do and correct the inferior installation performed by his installer by replacing both the bathroom and kitchen inside casings. Is the company unwilling to rectify this inferior installation based on the demographics of this customer and my property location? It certainly appears so.

  Sincerely,
  
  ***************************

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