ComplaintsforExcel Windows

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My main issue is we were misled by the sales team believing it was 10 years no interest and ONLY 3 months with no payment. And after the 10 years is up, it goes from $11,641 to over $16,000 JUST for some windows which is just ridiculous. I should have known salespeople JUST tell you what you WANT to hear. Telling me stuff like, "I have these exact same windows in my home, and I love them." And another example is when I called around and had other in home estimates everyone was telling me some ridiculous amount of weeks to wait, explaining to me because of covid and shortages on material and workers, HOWEVER with Excel, I was told it would be so much faster which helped push me to make a decision to choose their service over the others, but in the end I STILL ended up waiting as long as everyone else told me I was going to wait. IF I had known that, I would have never went with this company because I was told the amount of weeks it REALLY was going to take AFTER I signed the contract. Then I was also NEVER called after the windows were installed, you would think someone would stop by or call to follow up to see how install went, but nope, no call. When I called them regarding my contract and IF it was *************************************************************************************** up with, but yet the guy on the phone would rather direct me away to the financial company and give me their number to call instead. I'm sure if I called asking for them to check how much credit is available to buy more windows or doors, they'd be happy to keep me on the phone. Just so many mistakes I felt by the company and causing the customer to be misled. I just feel more people should be aware of these issues so they don't fall trap to a long term contract or be forced to pay $11+ grand in ********************************* So now we may end up tapping in savings to just pay this quicker in 90 days to avoid the 10 years and interest.

  

  Business response

  11/14/2022

  Hi *****************,

  First, if you have any type of issue with the product, you can always call us and I will have someone in the office give you a call to arrange to have your screens repaired.  As far as the financing goes, as you know, we use a third party company because Excel is not a lender.  This is a service we offer so that you can extend your payements to a point where you are comfortable.  When a plan is chosen and you are approved, the finance company sends you documents to sign explaining what your payments will be and what the total amount you will have paid if you take the loan to the end.  All of the loans give you the option to pre-pay with no penalty.  In your case, it looks like you chose a 10 year loan at ****% interest with the first 3 month having no interest or payments.  From what i can figure, your payment is about $135 per month (after the first 3 months).  The $16,000 figure you referred to would be if you choose to use the entire 10 years to pay the loan off.  This is no different than any other loan ie. mortgage, personal loan or auto loan.  The documents from the finance company clearly state the payment, the interest rate and the total amount you will pay after the 10 years.  The reason we referred you to the finance company when you called is because we are not the lender and want to make sure your questions are answered correctly.  

  Since there is no pre-payment penalty, paying a little extra each month or the months when you can will get the loan paid off sooner as well as saving you interest.  Again, this is an interest bearing loan and ****% is a great rate for home improvements.  For example, if you paid an additional $75 per month, the loan would be paid off in less than 6 years and would save you about $2000 in interest.  I do not know your situation so I am not saying you should or should not do that; I'm just letting you know that if you can, you could cut the interest down as well as get the loan paid off sooner.  

  If you would like to discuss any of this further, please feel free to give me a call at any time and I would be happy to speak with you.  

  Thank you!

   

  *********************

• Initial Complaint

  09/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Back in March of 2021 I reached out to Excel Window to replace the tub in my washroom in a condo I purchased in *******, **. My sale agent was ***** and I had so much anxiety over the place I put a $300 deposit and sign a contract with a loan on March 12 2021. After reviewing my financial situation I realized I could not afford this and called the loan company to cancel which was granted on March 15 2021. I try telling ***** but he was pushing on forward with the remodeling when I was within the time frame of the contract to cancel out. I reached out again but realized my condo is better being sold than fix and find it fair to get my $300. I was told no by *** because I did not cancel in time but I did.

  

  Business response

  09/20/2022

  ************** did not send in her formal cancelation form that is attached to the contract that she signed.  After doing a little research, it appears that she did tell her sales rep via email that she could not move forward and understoof if she lost her $300.  The steps to cancel the contract are clearly stated on the contract and were not followed.  Telling the sales rep does not formally cancel the contrtact.  It is now 18 months later and she is requesting the $300 deposit.  I have not spoken with ************** but will be reaching out. 

  Please see the only record that I could find regarding her cancelation on our end.  The email is dated the 3/14/21 but without the formal cancelation form, the contract was not canceld in our system and the material was orered.  Our records show that she cancelled with the office (I'm assuming verbally on 4/6/21 beyond her recission date)  since the material was ordered we did not offer nor did she request the return of the deposit.  Regarding the financing, I do see that she followed the cancelation steps with the finance company but that is a separate contract and Excel does not have access to the homeowner's correspondence with the finance company.

  If she would have requested the deposit 18 months ago, we could have discussed her situation.  I am beyond confused why she is asking for it now.  Excel is out money for material that was ordered for her house.  I'm not sure how best to handle this, please advise.

  *********************

  Customer response

  09/21/2022

   
  Complaint: 18001936
  
  I am rejecting this response because:

  With all due respect I called ***** with in 48 hours and made it clear I can't proceed forward but he would not take my response seriously and made me really uncomfortable. To ************************* to basicly insult me in this response "I am beyond confused why she is asking now." NO, ma'ma. This has been a difficult process in which your business and ***** made it for me. Did you not read my complaint, obviously not. You guys made me uncomfortable asking for a refund and keep pressuring to move on with the services. Shame on you 
  
  Sincerely,
  
  *************************

  

  Business response

  10/05/2022

  Please call me at the office and we can discuss further.  I will return your $300 deposit but I want it understood that this was not canceled with our office by signing the right of recission on your contract.  Since we were not aware of the cancelation on time, material was ordered and purchased for your bathroom.  

  Ask for *****, ************

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