Business ProfileforBarwind of New Hampshire by Window Authority

Update March 9, 2022 - I received a report from my oil company that I have burned more oil between July 2021 - February 2022 than the previous year time period July 2020 - February 2021! New Windows have not helped reduce fuel cost! Original complaint letter drafted below (December 27, 2021) but not sent until 3/9/22 Dear Mediators at the Better Business Bureau: RE: Five Mezzo triple pane windows $2245.00 installed on August 4, 2021 by Barwind Corporation. I utilized Barwind Corporation ~21 years ago and was happy with their windows, prices and quality of service. I trusted that Bruce B******* of Barwind withheld the same values and business ethics as the original owner Dan. I was wrong. I have been deceived, lied to, given the runaround, and I grossly overpaid for sub-standard windows and poor workmanship which required several trips to my house for one of the windows that was not measured correctly or was cut incorrectly at the factory. This one window has cost me a lot of time, inconvenience is in inoperable. I will have to wait eight weeks for the new replacement to arrive, all which could have been avoided if Bruce had done what I requested initially after being unable to solve the open and close tightness issue. He refused to honor my request for a complete new window. My initial call to Bruce was for one office window which no longer worked properly. I live on a busy road and Bruce assured me that the triple pane windows* would make a significant decrease in the noise level* and were highly energy efficient. Bruce offered to measure the other four windows while he was there for future purchase. I was reluctant about the dining room windows. I specifically stated that the dining room wall is not insulated and I said I felt it would be like putting windows in a barn. He disagreed and assured me they would make a substantial difference in temperature and noise reduction. Bruce persuaded me to move forward with all five windows. Within a day or two after the verbal order, I discovered an issue in the basement that needed repair and would cost money. (I am a senior on a fixed income.) I sent an email to Bruce asking him to cancel the dining room windows. He called me a day or two later to inform me about a price increase and urged me to buy them now. That was a mistake. It is very upsetting to have spent substantial money on windows that are of very little value to my home, are not energy efficient and are not Gov't approved for use in noisy airport areas. The (2) dining room windows have not made one bit of difference; the room is still very cold and the traffic noise has not decreased! All five of the new windows are very cold to the touch, exactly the same as my other older existing windows. When I brought this to Bruce's attention, he simply said "the windows are better than what you had". The windows are not what I was promised. I contacted three seasoned window installers and they all concurred that Bruce should have first used a heat loss detection device to determine whether or not the wall was un-insulated and what the current windows were reading. UPDATE FEBRUARY 2022: I had a professional come to my home in February with a heat loss detection gun and proved that the temperature in the dining room was still 5+ degrees colder than the living room as it HAS BEEN IN PREVIOUS YEARS. The front office window was either measured inaccurately or cut the wrong size at the ****** factory. It was very difficult to raise and lower it. I contacted Bruce, he and Kris tried to fix it to no avail. I asked for a complete new window and he denied the request and ordered sashes, but he did not re-measure the window to make sure his measurement was accurate. Six weeks later, they installed the sashes, which were worse than the original ones. They had to jimmy them in order to line up the locks and told me not to open it. They spent nearly an hour trying to fit mis-made sashes into a frame rather than simply replace the entire window from the start. It was frustrating to see yet a second attempt fail. Bruce became angry and told me to get off his back or he'd leave me with the mess and walk out. He told me to try to find someone at the local office to help. Poor customer service and Bruce would not apologize for the errors nor the inconvenience this caused. They should have simply put the old sashes back that at least worked and locked. They did not, until I sent an email asking for the original sash back so that at least I would be able to open, close and lock it. The cold air was coming in so I sent a request to Bruce for heavy duty clear plastic or plexiglass. He declined. His offer was for black sealant tape which looks awful and is still allowing the cold air in. A second request for plastic was ignored. The office window sashes are still misaligned and although Bruce installed black sealant tape on the seams, the cold air it still coming in; I have utilized a rolled up towel on the sash along with plastic on the exterior, but it is still ice cold. Email to Bruce 12/16 informing him that the tape isn't working. I asked for heavy duty clear plastic. Bruce denied that cold air could enter with the tape on it and he wrote an email saying that he would not return until the new window arrived in February! This is absolutely unacceptable. Kris who installed the new front office window would have known that it was either measured or cut wrong because it was very difficult to open and close, but he did not inform me. The windows were closed due to the use of two air conditioners until the middle of October or so. It was after the A/C removal that I discovered the issue with the front office window and lack of sound proofing in all five windows. In October, I called Bruce and he and his worker came over and tried to repair the office window on 10/24 to no avail. Bruce said he would order new sashes and would return in a "few weeks" to replace them. As of 12/8 I was still waiting. I sent reminder emails to Bruce only to learn the timeline was pushed out to six weeks. Also, they did not re-measure the window so how could they order the correct size sashes? The sashes were available for install on Friday morning 12/10, but Bruce put a "new client's" window install first before repairing the gaping hole in my window. The long and short, Friday evening after an hour attempting to make the new mis-measured sashes fit, I was left with yet another problem. Saturday morning, 12/11, I attempted to open the window and it made a popping sound. I tried to match up the sashes so they would lock to no avail. I had someone else come over to try and help, again to no avail because they were not measured or cut properly. Another email to Bruce and request for old sash to be returned so that I could open, close and lock it. After the air conditioners were removed mid October, it was obvious that the windows were not performing as promised; the traffic noise was still a major issue. After reaching out to Bruce to share my disappointment and ask for a rebate from ****** (or him) or other compensation since I did not get what I paid for, I was told that the windows, were in fact, *U.S. Gov't approved for airport areas. (Email from Bruce states the Gov't airport approval: When I spoke to the local rep of the noise of the windows he asked me what we installed. I told him that they are Mezzo Triple double hung windows he stated that those windows are *U.S. Govt approved for airport noise reduction installations. You have been selling these windows for how many years. The office did not echo this "airport approval", nor does the brochure I obtained from the office, I feel the windows are overpriced. He did not offer any type of compensation as any rebate or refund as the windows are not letting the noise enter into your home and any such rebate or refund would have to come from customer service division at the the main office. There are many other factors which can be leading to the noise that you are hearing in your house. You said you placed the order October 25th. ? I look forward to a response and a commitment that your team will make the repair. Thank you. I will forward this email to you to the local rep* and see if he has any other ways for you to contact ****** main office for customer service. Thank you, Bruce Bruce said that no rebate or compensation was ever provided to customers. The five windows I paid for lack improvement over my other windows and one of the new windows has been in disrepair for two months. I did not get what I asked for and paid for. The U.S. Govt. airport approval was NOT TRUE. I reached out to the ****** Manchester office and two other locations in New England to confirm that the windows were NOT US. Govt approved. Bruce sent an email with more untruths stating he brought brochures and a sample window to my home along with saying he was here to measure twice. None of the aforementioned was true. He arrived at my house once with a business card, a tape measure and paper and pen. I asked Bruce several times for a local contact and he told me there wasn't one. He said to refer to my warranty booklet. I sent several email messages and made numerous phone calls to ****** to no avail! Their customer warranty service out of state and they are short staffed. I sent Bruce a text asking him why he withheld local office information because I could have gone to them while he was in the hospital instead of bothering him. He said he didn't know about the local office providing service. I tried to be professional, kind, and compassionate but after the numerous lies and the financial loss, I decided to move forward with a formal complaint with your office as a first step. I gave Bruce several opportunities to "do the right thing " and reimburse me since I did not get what I paid for, but he chose not to. Barwind should replace all five windows with energy efficient Airport Approved Windows by a reputable manufacturer or I should be refunded $449.00 each for the two dining room windows which have been proven useless for a total: $898.00 and $100.00 each for the other three windows that are not sound reducing. Total refund: $1,198.00 I grossly overpaid for windows that are only marginally better than the ones I had previously. Thank you for your attention in this important matter. I look forward to hearing from you. I have a plethora of additional documentation if you need more. Sincerely yours* **** ******* *** ** ******* *** *********** ** ***** ************ *********@comcast.net