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Complaint Details
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Initial Complaint
02/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We had windows installed and we’ve gone back and forth with the company about fixing problems with our windows and they have not been very communicative on fixing the issues. When we had our kitchen window first installed they installed trim around the window. Well when we removed the trim last June we noticed they had shot nails onto the window frame itself and it has scratched tons of paint off the window. We have tried to resolve it with them and are at the point of taking Legal action.Business response
02/06/2024
Thanks for reaching out. We don’t have any outstanding warranty items for you since our last visit which was completed on Jan 12, 2023. If you have any outstanding warranty items they will be taken care of in accordance to your written lifetime labor warranty. Regarding the nails, interior casing is typically nailed to the face of the window. If you remove the interior casing, nail holes will be visible. Please call our office to set up service on any warranty itemsCustomer response
02/08/2024
Complaint: ********
I am rejecting this response because:
The big issue is it was not window casing. It was temporary trim that ******* your warehouse manager said he would put up for now but we could take it down to bring our backsplash right around the edge of the window. Now there’s window paint missing off the window & there’s several nails in my actual window frame from where your contractor nailed it directly into my window. Along with that, there has been poor quality problems since the beginning. That includes ridges all along the corners of each window with paint missing, scratches, & buildup on the windows. We’ve been told multiple times that it would be fixed but no one comes. Tonight ******* was supposed to come between 5-6 to take a look and never showed up or called. There’s paint peeling off the outside of the windows now. We have multiple messages from the company and even the owner saying it would be fixed and nothing yet. I’ve called and left messages for a manager and no calls back. I didn’t pay $19,500 dollars for touched up paint, windows with nails, holes and ridges all along them. This company hasn’t tried to resolve it they just say this is normal. I have attached pictures of the window corners, how a touched up with paint window looks and of the nails in the frame. With chunks and paint missing.Sincerely,
***** ****
Business response
02/16/2024
Thank you again for communicating with us. At this point in the interaction our Installation Manager, *******, has been in touch with the homeowners identified any confusion in the process and has come up with a plan to correct any outstanding projects on the home. The frame has been re-ordered, which we will be replacing along with the broken latch. We discussed with the homeowner that we will be in touch as soon as replacement parts have been received and will coordinate time to fix any issues.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.