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Complaint Details
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Initial Complaint
06/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Our sales agreement for the replacement windows was to have wood-grain interiors and clay colored exteriors. When the windows were installed, most of the exterior was clay but there was one section of the exterior with the wood-grain interior. This situation was mentioned to the installer, the salesman, the home office via in person contact, texts, and phone calls. The company's resolution has been, "just put the screens on and it won't show as much" and "that's just the manufacturing process." We were not told previously told that the exterior color would also have part of the interior color on it.Business response
06/18/2024
Per the sales agreement/contract, you received 22 two tone windows in Wood Grain Natural Oak and Clay, these are a laminate product. Basically the Natural Oak interior wraps around the solid color Clay window, giving it a two tone look. The bottom portion of the two tone can be seen due to the window ability to slide up and down. If it was not like this over time the laminate would start to ware. All of the two tone windows come with full screens to help eliminate being able to see the two tone colors. All of our samples are made the same way! All vinyl replacement manufactures make all two tone windows the exact same way, you will be able to see a portion of the two tone color.Customer response
06/18/2024
Complaint: ********
I am rejecting this response because: we were not told at the time of sale that the window exterior would be two colors. The sales agreement records a clay exterior, not a clay and woodgrain exterior. If that’s how all windows are made, WW should have told us instead of claiming on the sales agreement one exterior color.
Sincerely,
******** ****** ******Business response
06/20/2024
The portion you are seeing is the interior portion of the window jamb all exterior portions are clay. The corner cut samples that the salesman brought to the home are identical to the installed product.Customer response
06/20/2024
Complaint: ********
I am rejecting this response because:The portion I'm seeing is definitely on the EXTERIOR of the window. So, part of the exterior is not clay, it is woodgrain. Please see the attached photo. Also, you are welcome to come view the windows in person.
The sample presented by the salesman did not have woodgrain on it, so the sample was not identical to the installed product.
Sincerely,
******** ****** ******
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Contact Information
Business hours
Today,8:00 AM - 5:00 PM
| MMonday | 8:00 AM - 5:00 PM |
|---|---|
| TTuesday | 8:00 AM - 5:00 PM |
| WWednesday | 8:00 AM - 5:00 PM |
| ThThursday | 8:00 AM - 5:00 PM |
| FFriday | 8:00 AM - 5:00 PM |
| SaSaturday | 9:00 AM - 2:00 PM |
| SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.