ComplaintsforMr. Window

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Issues Ive had with this company!1) Windows were left dirty with sweat, dirt and sticker residue for my wife and I to clean.2) during the process of removing my old windows, my trim and ***** were gouged in spots (it is only drywall on the sides) I had to patch these areas. My trim had the caulked areas broke loose and was *************, for me to repair and repaint.3)installer, broke my toilet paper roll holder from the wall and a small shelve on the opposite wall. Instead of telling me, he left it for me to find. If I was told, I don't think it'd been a big deal but the way it was push back to try to hide it, till the holder was used and just hit the floor, left for me, again 4) My contract was for brushed satin hardware and received white. They was ordered wrong! I was told they would order and they'd come back to swap out the hardware.5) they left spray foam insulation on the outside trim of my windows and its very unsightly. I was told theyd come back and remove the spray foam.I was told they would not send the same guy for repairs as I didnt want him back I. My house after tearing up so much and leaving it, for me to find.But then was informed theyd need to tear my windows completely apart and drill holes in my new sashes to change the hardware. I am not going to accept this as a method to fix a s**** up on their end, not mine! I ordered new windows to improve the looks of them, not to have unsightly plugs or screws showing on my sashes.Then the cleaning the foam from my trim was to paint over the rough foam and to leave it. Meaning you could see it and would require painting in the future. Whole idea of replacement windows is the minimal maintenanceNot to mention the one latch (that allows the windows to fold in) the guy replaced was very loose and actually moved in the slot where the white ones, do not! If these had been ordered per the contract, they would not be this way! So why would anyone want someone to accept this? Ridiculous!

  

  Business response

  02/02/2023

  Response to ************************* complaint: 
  
  ***************** contracted for Mr ********************** Company to install eight (8) new windows in his home. Mistakes were made and the initial installers did not complete cleanup as expected by customer and company expectations. Mr ********************** prides itself on customer satisfaction and makes every effort to correct any errors or mishaps that can occur with any construction project. 
        The first problem arose when ***************** failed to notify the company of these issues at the time of installation, even signing a work completion document, noting only that the hardware needed changing. ***************** admitted the installer had offered to fix the toilet paper roll but he didnt want to wait. Instead, as he reported by telephone, he did 10 hours of cleanup work and repair immediately after the workmen left. Multiple return visits were subsequently made to his home to attempt rectifying his ever increasing and changing complaints. He was inflexible with scheduling and at times extremely rude verbally.  
       He is correct that the hardware on his new windows was not the brushed nickel finish he had ordered. The manufacturer shipped the new hardware, but ***************** refused to have it changed in his home by the skilled installer, despite the manufacturers regional representative assuring the process followed company guidelines and was the only option.  
       At this point Mr ********************** Company does not believe we can fully satisfy ***************** and offer his $1000.00 balance as compensation for any and all grievances he holds against Mr ********************** Company.

  Customer response

  02/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************

   

  This is an out right lie and misrepresentation on what happened to lay blame other than where it belongs! I may have signed paperwork but I also kept $1000 of what was owed to make sure work was completed and **** the installer was fully aware!
  
  The first time I heard from Mr ******************** after install date and my call to complain was on 10/20/22 to tell me that someone would be out to clean the spray foam and replace hardware on Friday 10/21. I received no call and worker never showed. I sent an email to Mr ********************** and he never responded! Eventually another person, (lady) called and apologized on 10/26 and she said she would see were she could work me in. Didnt receive another call till November 18th and wanted to set the appt for November 28, I informed the lady that I had a hunting trip planned and wouldnt be home till the 1st of December. She let me know that she would call when they could work me in again. Received another call on December 23 and set an appt for ******* 6.

  This is the first date they came back to my house since install on 08/03/2022. This fully debunks Mr *********************** lies of multiple visits and growing complaints! As far as regional salesman saying its acceptable practice, it maybe if a customer decides they want different hardware after install. But I want what I paid for which is brushed nickel hardware installed correctly without screws in the face of my new $1100 ea ********************s and trim that is white to match without globs of tan colored foam on the outside.

  A $1000 off of my cost is not enough! I can only imagine how my supposed lifetime warranty will be after this entire fiasco! Ill assume I have none, let alone settling for outside trim that needs redone and ********************s without the hardware I have listed on my contract and Mr. ********************** ordered incorrectly. So now wants me to pay for his mistakes! If this is what he wants to do for business and not honor his word! I want my $1000 that I still owe and an additional $3273 or half of the total contract back! That would have to pay for the ********************s and I dont believe I should pay for any labor. Not with ther service Ive received and now, not having a warranty. I know if he wont honor our contract, he wont honor any warranty, either!

  I feel this is fair and will complete any and all doings between me and Mr ******************** from this date forward and will prevent any legal actions in small claims court.

   

  regards,

   

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

  
  

  

  Business response

  02/16/2023

  ***************** has eight (8) brand new high quality OKNA windows fully installed in his home. The lifetime warranty on the windows comes from the manufacturer. He also retains all of the brushed nickel hardware sets, handles, tilt latches, locks, keepers, and vent latches, that he refused service to trade out. He withheld $1000.00 and I will send him $2,273.00 for a total of $3,273.00. I feel this is fair and will complete any and all dealings between Mr ********************** Company and **************************** from this date forward and will prevent any legal actions.

  Customer response

  02/17/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  As follows,

  I expect Mr ******************** to send me the brushed nickel hardware that he says I have (latches, handles etc..) His guy did not leave them and took them back with him, and sends me a check for $2273 for a total of $3273 off the contract amount.
  
  
  
  

  Regards,

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩