ComplaintsforBrinkman Brothers, LLC

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We made a deposit of $1,375.00 on October 16,2021 with Window Depot for five windows.They came to install windows the end of March 2022.They showed up with the incorrect size of windows for all five windows to be replaced.So new windows had to be ordered again.They came back July 29,2022 to install correct sized windows.Immediately during and after installation we noticed poor window quality and craftsmanship. Examples:Caulk all over brick,windows not secure,daylight coming thru windows,drywall damage,busted seams on windows, no J channel and no foam insulation,no grid in one of the windows,missing one screen, and received full sized screens instead of half screens.Paid the remaining balance $1300.00 on July 29,2022. We notified them to let them know of these issues and they came back August 20,2022 to inspect and make adjustments. At that time we were told all windows were fine except an upstairs window they said had a bad frame from manufacturing. We still did not receive window with grid and the missing screen. They told us they would be ordering the parts and would be back out. Never heard back from them.We reached back out on November 10,2022 and were told the order slipped thru the crack due to an employee issue and the owner ***** said he would be ordering them personally and it would be another two weeks. Never from them again. We reached out to them again on December 23, 2022. At this time we realized the extent of how poorly the windows had been installed especially after the -20 temperatures. We had excessive wind blowing thru the windows, ice on window sills and drywall. At this time when we contacted ***** to inform him of the new issues.He then passed our issue over to ****. We offered **** to come and inspect the windows himself,he told us just to send him pictures. We had two other reputable window companies come out to inspect in the mean time and both said the windows were installed improperly.**** offered to fix the issues, company is not capable.

  Customer response

  01/17/2023

  I have attached the invoice showing amount and dates payments where issued. Please let me know if there is anything else you need. Thank you.

  Business response

  01/23/2023

  **** had me out to his home and did purchase 5 windows on Oct. 16th. Once we had the windows in we called, emailed and text for 2 weeks to set an install date. 6 weeks after the last time we left a message **** finally contacted us to set an install date, which was approximately 3 weeks farther out. So the initial install was so delayed partly because of an 11 week delay on his part.  Once the crew got there they noticed right away that the windows were the wrong size. That was my fault when I keyed in the order I mis keyed the size.  So once the correct size was received in, the crew went out and installed them. During the install the installers found that one of the windows had a bad weld that would need to have a new frame made from the factory and once it was in they would be back out to do the repairs. Since this was a factory / manufacture issue it is deemed a Warranty claim. As to the issue of getting the warranty parts in the only thing I do know is the factory had a change in personnel and his service along with others got mis handled. During the time of getting the parts to now we had the coldest day in 40 years and that is when **** felt the pains of the broken frame and called to find out the status and decided to refuse us the opportunity to address any of his concerns. This matter was turned over to me because **** is wanting a full refund. I have an issue with a full refund because he is claiming the product is poor quality and the windows are installed incorrectly. As to the product, when I was quoting **** I quoted our best window first and he said " That's out of my budget, whats the cheapest window you offer". So I quoted him the lowest costing window we have and that is the window he chose to buy. So if he doesn't like the product he agreed on then how can I be to blame for that.? As far as being installed incorrectly I would have to disagree with that statement as well. The windows are level, they open, they shut, and they lock as they are intended to do. As far as any drywall scratches, chips, etc. it clearly states in the terms and conditions these things may happen especially if the drywall has been wet it crumbles away while we are extracting the old window. These things are the responsibility of the homeowner as it clearly states in the terms and conditions. As for the craftsmanship, could the sealant been applied a little neater on the brick? its possible but **** did sign the completion form ,which is attached, accepting the work. Looking at the pictures he supplied its hard to say if the trim is coming loose because he was pulling on it or if it is coming off do to adhering issues. All in all I offered to bring a different crew out and redo his install and repair the factory warranty issue. **** is refusing us the opportunity to cure the situation he also refuses to negotiate any settlement other than a full refund. I can not issue a full refund do to the terms and conditions he agreed to and the fact that the completion certificate was signed.  

  Customer response

  01/31/2023

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

   I am appalled by the response that was given by the owner **** ********. This response is nothing but poor business and lies.
   The delay up front is the least concern/irrelevant to the major issue of 5 improperly installed windows. If anything the extra weeks up front should have given enough extra time to double check the material was correct for the job, rather than find out when one window was almost removed. One of the bedroom windows was almost torn out when ***** who was outside unpacking the  new windows came in from the garage screaming to stop removing the window. Maybe if **** (self proclaimed best installer) would spend a little time on jobs he would know what happens. 
   During the time of installation ***** ******** (Owner) assured everything was complete and the only thing needed was the missing window with grids which he would swap out when it came in (still waiting 6 months later). As well as the replacement for the screen that had a tear in it (still waiting 6 months later. **** also did not order the half screens to match the rest of the house). No frame issue was discussed at this time as **** states. We reached out to check if parts had arrived as well as inform ***** of window issues. ***** ******** (August 2022) came back out with no window with grids/screen to replace. At this time I should him how you could see directly outside on the track of the window. ***** ******** said he could fix, at one point he did not know I was watching from the doorway and caught him trying to rig the window to make it tighter by taping foam in the track. At this time I asked him what it was he was doing to fix the problem. I confronted him letting him know that the bandaid “fix” he was performing would not work and the whole thing needed replaced. At that time he was caught and didn’t have a choice but to admit the window was bad. 
   Here we are 6 months later and still haven’t received the window with grids or the missing screen and have 5 improperly installed windows. **** ********s definition of a properly installed window “the windows are level, they open, they shut and lock as the are intended to do” is sickening. What about seeing daylight through the track/seams. What about seeing directly through to the outside or wind blowing directly through because there is no insulation installed. **** would know this if he would have come out in December when we discussed this. Rather than come out to inspect for himself he declined and said just send pictures. He must have been to busy to come see the terrible installation in person. Just because a window “opens and closes” does not mean that are correct. That is a pitiful excuse from the owner. 
   The excessive cold/wind is what brought all of the installation/lack of skill to the surface. This is on all 5 windows not just the one with a “bad frame” as **** states. As you can see in the original pictures that have been sent all of the blue tape along the windows and seals. This was to try and slow down the wind that was blowing through. 
   Now to discuss another lie from the owner **** ******** regarding window quality. At the time of quoting **** looked/measured the 5 windows that we wanted replaced. At that time I discussed with **** that I needed a window that was comparable/better than our current 10 year old windows. As well as the grids/half screen would need to match. **** promised the new windows would be significantly better than what our house currently had. I trusted **** as I thought he was a “professional”. Never once did I say it “was out of my budget, what’s the cheapest window you offer” as **** states. His lies to cover the poor window quality and improper installation are sickening. I trusted **** and was flat out lied to. **** states the contract is signed and that’s that. Unfortunately, the lack of skill and improperly installed windows didn’t present themselves until December. As stated before no installation, seeing directly outside, water damaged and air blowing through (all can be see in the originally attached pictures). These are all signs of improperly installed windows. 
   The real problem is the 5 improperly installed windows and terrible window quality. **** has never been on site during or after installation. When offered in December 2022 he declined and just wanted pictures sent to him. That goes to show he just doesn’t care. We have been waiting now for 6 months for the issues to be fixed. Now with the weather exposing the improper installation we are dealing with water damage (as shown is originally sent photos) and potential mold issues. We are in a worse situation than before **** and ***** ******** started. ***** ******** (owner) was caught in a lie regarding delays on ordered items. Stating a lady that worked for them quit and the order slipped through the cracks. Later to find out ***** and **** ******** now blame the factory. We trusted **** and ***** ******** and we’re lied to repeatedly. They had 2 times to make things right while on our site. There is no law stating they deserve a third chance. Manufacturing flaws we understand, that’s 1 window, 4 others that were not installed correctly. **** stated that ***** just had a “bad day” on the installation day. I’m sorry, I paid for windows to be properly installed, not excuses. 
   The continual lies, dishonesty, lack of accountability, quality and how untrustworthy ***** and **** ******** are, are the reasons we would like our money back. We are not comfortable having these type of people in our home. Nor are we comfortable with how **** ******** has handled this situation or the blatant lies to try to get out of this. **** has compared this to a “messed up order at McDonald’s but we still go back”, which is sickening. We were taken advantage of and would like our money back so we can please move on. 
  
  
  Sincerely,
  
  **** *********

  Business response

  01/31/2023

  At this point I honestly don’t know what to say to someone who wants to try and berate, belittle, and be a bit melodramatic with the adjectives being used, from his keyboard. There is information in ****’s second response that was not in his initial complaint so know he is adding to it. If there is a 3rd statement from him will there be more? I can not comment on what may have been said or not been said between him and the installers. I was not there. I generally don’t have to go out to the install because the installers are apparently getting the job done since we have great reviews on Google and this is the first complaint to the BBB in almost 4 years of business. I’m not going to keep going back and forth with the he said / he said nonsense.The fact remains **** is unwilling to compromise on anything. He has the mentality of his way or no way. The fact that he decided to buy the product he did was his choice . The fact is the windows are better than new construction windows. The fact is that  redoing the install and replacing the window with the bad frame would cure all the issues he is having. The windows are non returnable as they are custom made to fit his house. 

  If **** is willing to accept the cost of the Labor, commission, profit, and monetary amount for his obvious pain and suffering from his project I would write a check and mail it out. Of course he would also have to agree to remove any review from Google, Facebook,  and all other reviews he or his wife may have made. Once all reviews are removed and this complaint is marked as resolved I will send out a check for the following amount.

  Labor, commission, & profit = $1243.24 + $650.00 total of $1893.24

  I also have the parts needed to replace the bad parts from the factory that I would be happy to drop off or ship to his address. 
  

  
  

  Customer response

  02/02/2023

  
  Complaint: ********
  
  Thank you for the response. Unfortunately none of the topics were addressed. There is no adding to it as stated. The initial complaint could only be 2000 characters so it was limited on what could be submitted. The second response was unlimited characters. That’s why it is much more detailed. Not a keyboard warrior, just speaking the truth. The cure all of redoing the installation is completely out. Though we appreciate the offer of $1893.24, we feel that it is more than deserving to be refunded in full for all of the issues,stress,frustrations,mistrust and lack of quality in all areas from this situation. We feel $2200 is a more reasonable offer and once check is in hand/cleared at that time we will remove the reviews. Unfortunately, I can not remove in good faith before payment is in hand/cleared due to the lack of trust.
  
  Sincerely,
  
  **** *********

  Business response

  02/06/2023

  Fair enough. Glad to see your willingness to at least find some kind of resolution that we both can agree to. I will send out a check for $2200.00. 

  Once I see it post on my account as paid I have good faith the following will be attended to in a timely manner. 

  By cashing the check I just want to clarify that on your part you will 1) remove the google review. 2) remove the Facebook "does not recommend" post. 3) resolve the complaint with BBB with 'satisfied' status.

  4) remove any and all other posts concerning Window Depot USA or ******** *********, LLC. and lastly for both parties to move on with no prejudice. 

  I also just want apologize to you and your wife that you did not have the normal service that we provide to our customers. No excuses the install crew just failed on this one. 

   

  Sincerly,

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

  Customer response

  02/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. 
   Yes, the reviews will be removed when the check clears. Also, please send the missing items for the windows (screen, window with grids). Once these things have been taken care of the reviews will be removed as discussed. Thank you.
  
  Sincerely,
  
  **** *********

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