ComplaintsforNorth/South Windows And Doors

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  In April of 2023, we began receiving quotes from various companies to install french doors in our dining room. One of the companies we reach out to was North South Windows and Doors to request a quote. *************************, owner, came to our home and took measurements and discussed the style we wanted to install. After receiving a quote via email, we decided to hire North South Windows and Doors to perform the work. **************** came back to the home, again took measurements and confirmed the design and collected a deposit for the work, in the form of a check, in the amount of $2,000 with the remainder to be paid upon completion of the project. At the time he anticipated the work to be performed at the end of May early June timeframe.Over the course of the last year, there have been large gaps in communications with North South Windows and Doors, every time with them communicating to us a delay on their end due to the custom nature of the door and delays from their subcontractors who were building the frame. In December of 2023, we began to request a refund and ****************, said that if he could not get a firm date from their manufacturer that he would refund the deposit. In January and February we requested the refund, at one point receiving a communication that it would be sent out. Since then, our calls and emails have gone unanswered. Our best way to communicate has been through the ******** Messenger link they provide for contact us on their website.

  Business response

  04/09/2024

  First my deepest apologies to *******************. He is correct in that we NSWD owes him a complete refund of $2000.00 deposit that he had put down on this order. We had promised them the refund twice, anticipating that we were getting our money back from the distributor which never prevailed. After several attempts of trying to get the door, built to the specs and design that Mr. ********* ********************* wanted after checking in several times the door was unsatisfactory and I had them redo the door. *** also tried two other manufacturers, who could not complete it as a this was wood and composite material mixed together and did not look well. However, I had a hard time getting my deposit back from the manufacturer, to turn over to Mr. and Mrs. the Venenzio. This was put in the hands of my attorney who was assisting me in  retrieving my deposit from the distributor, but regardless of whether I get it or not, Mr. and ******************* will definitely receive the deposit back , once again, my deepest apologies , thank you for your patience as we try to get this deposit back to you as soon as possible 

  Customer response

  04/11/2024

   
  Complaint: 21482258
  
  While I appreciate the apology and the acknowledgment of the debt owed, I must reject the response from NSWD for two reasons:  (1) The response does not indicate when I will be receiving the owed refund and (2) the response makes it sound that I will not be receiving a refund until NSWD receives a refund from their suppliers. 

  It is not appropriate for the consumer to have to wait for a refund until the business who owes the refund is made whole.  As a consumer, the consumer contracts with NSWD to perform the work.  If **** decides to subcontract those services to a third party, that does not pass on the obligations and risks to that third party as it relates to the consumer.  The consumer does not have privity of contract with the subcontractors of NSWD and therefore has no recourse against those subcontractors.  The consumers recourse remains at all times with NSWD and the risk of utilizing subcontractors lies solely and directly with NSWD.   

  NSWD should immediately refund the $2,000 and continue to work with its attorney and insurance to recover against its subcontractors, but the refund owed to me, as the consumer, is not predicated on NSWD being made whole.  

  Therefore, in order to accept a response, I need my refund check to be released to me immediately either in person or via E-transfer directly to my bank to ensure no claims of mailing issues can further delay my refund.

   

  Thank you. 

  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The windows are poor quality and faulty. They are not straight, there is seal failure already and will fail further. The installers left a mess in and out of our house. The owner agreed that there is an issue with the windows and it was unacceptable for them to leave a mess like they did. After a lot of thought we have decided we don’t want to deal with this company or the windows anymore. We contacted the owner and told him we want our $6500 back and he can pick up the windows on Aug 22. I also have a video of the seal failure.

  Business response

  07/18/2022

  ******’s wife had asked  my installers to leave and cut the job short due to a sick child who was vomiting. Understandably they finished the last window and left the house was left clean maybe some dust in that last room . ****** complained that the windows were not straight at the top of the sashes which were very questionable. We immediately addressed the situation and brought the manufacture in as well as installers however although the MFG thought it was very questionable and windows installed correctly as well but to do the right thing they  offered to replace all sashes regardless plus add painting on trim at no charge which ****** agreed .also ****** had my company in as a 2nd quote being that I had the same window as the prior company that he had interviewed. He asked me to under  cut them and I did so he clearly liked the windows . The Manufacture in good business practice are doing what ever they can to appease this customer but he is not being fair reasonable or professional. He has beautiful windows installed and refuses to have us back.he clearly does not want to pay the 6500. 00 that he owes us. He has now renaged on the manufacture as well as us . He is trying to pull a fast one and got caught. 

  Customer response

  07/18/2022

  
  Complaint: ********
  
  I am rejecting this response because: this is false. My wife had told them one of the kids did get sick, but even before that, they had said they would come back on Monday to finish.  They did not come back on Monday, I believe they came back on Tues, Wed or Thursday, I don’t remember the exact day, after I spoke to the owner and said “they would come back and at least make the inside presentable” until we can figure out the issues with the windows. They came back and caulked the trim pieces back.  When the rep from ****** came out, it was clear he didn’t care.  It was apparent he had made his sale and this was not his problem. He was the salesman who had sold the windows to ******.  I waited until that rep left and had a conversation with ****** letting him know these windows were unacceptable. He agreed with me. I was given a false information regarding these windows. ****** even said the mess and damage done to my window trim and wall was unacceptable, as seen in the pictures I took. I expressed several times that I felt these windows were low quality. He assured me they are as high quality as any other, that is why I initially agreed to have the sashes replaced. I asked him what happens if the sashes come back and are not satisfactory. He said “I will do whatever it takes to make it right.” In that timeframe, my wife and I checked all the windows and came to the conclusion these were not satisfactory. We shouldn’t have to deal with all this on new windows. Stephen has said since then they are mid range windows, this is the first I’ve heard of that in reference to the windows he installed. He also told me “if necessary he would take a loss because he wants to keep a good name.” All I am asking for is my money back and I will return the windows to him on August 22. This is what can be done to “make things right.”

  
  Sincerely,
  
  ****** ***********

  Business response

  07/25/2022

  This person ******-is a chronic liar. How dare he say the MFG didn’t care !!

  Even though  myself nor the MFG saw his complaint we both agreed to change out all the sashes just to Appease ******, which ****** agreed to, now he changes the story . 

   He asked us not to touch the exterior because his brick mold needed many repairs which I discounted and have this on documentation also had an affiliate of mine come down while ****** was there and assess the exterior problem. How  dare ****** say I ignored  that. ****** has great windows and he knows it ,I said what I had to say and I’m even willing to go back again but he won’t have us because he knows we’re right . I’m not sure really what he is trying to pull here or he’s just trying to get out of paying the second half of the job after the windows are installed

   

  Customer response

  07/26/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I find it interesting that rather than address the 45 pictures of the defective windows and obvious incorrect installation of the  windows that he resorted to impugning my integrity and name-calling. Anyone that looks at the submitted photos of the poor quality of the windows and installation will conclude that a full refund is in order. That includes the small claims court in wake county North Carolina. 

  In order to close this case I would like North/South Windows and Doors to refund my $6500 and I will return the windows.  I never signed a contract and as the customer I am unhappy with the product and service. I was told he will do whatever is necessary to make it right because his name is everything and he wants to make me happy.  My full refund and returned product is what will make make me happy and keep his good name.  

  
  Sincerely,
  
  ****** ***********

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