ComplaintsforFenster Components

• Initial Complaint

  08/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order 15 window from them for over $7,000 (including paying over $1,000 for shipping) and each and every one receive after 6 week wait was a different size than I ordered. I was on a tight timeline so I had to spend an additional $3,000 to have them reworked to fit. To compensate me for this error that cost me additional time and money not in my budget I would like the $3,000 repaid to me.

  

  Business response

  11/01/2021

  We are sorry for the inconvenience this has caused.  We at Fenster pride ourselves in delivering quality products and taking care of our customers.  As soon as we received her email sharing, she was having issues, we apologized and offered to make this "right", but in the course of sharing how we would expedite the order and delivery the sashes over **** miles away at no additional cost to her, she shared that she had already had the sashes installed in her home.  We didn't receive notice of sashes not being the sizes she needed until she had her installer altered them to fit and already installed.  

   

  Before we knew these were installed, we strongly requested that her installer not alter them since we made them to typical standard sizes which still had monetary value that could be sold as is. We would make her "custom" sizes to ensure proper fit and warranty of the product.  It was during this course of emailing that she shared she had the installer already alter and install them, plus that us remaking them was no longer an option.  The customer was adamant that ********************** needed to cover her install costs.  These costs were never shared with us for the original install nor for the install including customer fitting.  It should also be noted that we run into situations where sashes are made to the correct size,  but the installer does not have the correct skillset to install them properly.  

   

  In the end, she kept the product plus she filed a dispute with her credit card company and got her money back for this order.  As far as we are concerned, she stole product from us and we are out not just the material and time, but we are also out the money. 

   

  Thank you,

   

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

  Office Manager

  Internet Sales/Service 

  Customer response

  11/03/2021

  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. 
  

  Interesting how a business rewrites history.  When I placed the order on the Fenster website, they indicated in multiple locations that measurements were the responsibility of the purchaser and that Fenster was in no way responsible for purchaser errors.  I was meticulous in measuring for the 15 windows sashes that I was ordering as they were all custom sizes.  I placed the order and paid the entire purchase price of $7,010.00 in May of 2021. I then waited the six to eight weeks for my custom order to be manufactured.  Six weeks later I received the order and imagine my horror when the installers later told me that every single window was 1/4 inch too wide.  I checked my order and compared each window received.  I discovered that Fenster had in fact with absolutely no consultation with me increased the width of very single window I ordered by 1/4 inch.  How can a business possibly be run this way?  I contacted the company by email (as they do not answer the phoneline) as soon as the error came to my attention (before installation).   They said that they could have another set of windows made according to my original measurements in 2 weeks.  Their error was now costing me money.  The house was being sold in 5 days.  I now had no choice but to incur additional installation costs to modify the windows so that the house would be ready in time.  Note that as the warranty of the windows was not a concern of mine, I asked Fenster for a discount to make up for their unbelievable error.  Their response was equally unbelievable: good luck with the sale of the house.  Since they were being so unresponsive I contacted my credit card company and requested a refund of $3,000.00 for the additional costs I incurred.  I am satisfied with my credit card companies resolution and am requesting no further action at this time.  Thank you for your assistance with this matter.   

  
  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. ↩