ComplaintsforZen Windows, Inc

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Window and Patio door installation 5/25-5/26/2020. On August 25, 2021, I was walking coming down my steps to a heavy rain and sounded like it was coming in my home through my new windows installed previously. So as I approached the windows it was doing just that. I was livid but preceded go get towels to put in front of all the windows and soak it up. I then began to make a video for my proof of what was happening. I contacted the company and left messages , contacted the salesrep that sold me the windows but no answer . The company called me back the next day stating they will send someone out after I told them I would call the news and report them. Windows was taken out and put back in with a new crew because the previous was fired, weather and scheduling permits. The job was finally completed July 2022. I went through several supervisor Milt Law to get them to repair the damaged caused from months of moisture and rain but then he was fired. I was only asking the company to compensate me and be fair to fix the damages caused by them. My bulkhead has cracked from moisture, around my windows the drywall and ceiling has separated. I was sent a referred company from their own supervisor Chrismil which included demolition of that wall so see what going on behind it. However, the company only wants to pay for a repair and painting, which will not resolve the issue.

  Business response

  09/27/2022

  When the client initially contacted us about their service (water leaking in), it was after hours. We have phone records showing this. She contacted our sales rep via cell phone and left a message (also after hours). In the message, they stated that they would be contacting the news if we don't get the issue taken care of and that we have 24 hours to resolve the issue. This is the first contact from the customer about a leak. We, like most other companies, don't have an after hours or overnight installation team, nor do we ask our sales reps to work after hours. We do have an answering service that can take a message so that no call is ever missed, but we can't address an installation or service outside of business hours. Upon receiving her message the next morning, our installation manager was in touch with her and scheduled a time to address the leak. The leak was addressed by resetting all the windows and resealing them. The customer asked that we pay for a contractor to replace the drywall that was affected by the water. We asked the customer to get bids from a contractor or contractors of her choosing and submit them to us. The customer did so and sent us a bid for $4,173 from a contractor she chose. We agreed to pay the contractor that sum and said to move forward with the project. Some time went by and the customer sent us a bid from another company for $9,960. When we questioned her about the change in the amount and the change in contractor, she stated that she didn't want to work with the other contractor anymore. The new bid included far more work than agreed upon and work for items not affected by the water. We reached out to both contractors and they both stated that there was no additional damage other than to the drywall. At this point, the customer is directing the contractor about what she wants done and not allowing the contractor to provide a work order for what actually needs to be done. The customer agreed to go back to the original agreed upon scope of work (drywall repair and painting of drywall in the areas affected) and that she would be reaching back out to her new contractor for that scope of work. We have not received this from the customer as of this complaint (filed after the customer agreed to get a quote from her new contractor for the agreed upon scope of work). We agree to be responsible for the $4,173 initially agreed upon and she can choose which contractor to hire for the repairs. 

  Customer response

  09/28/2022

  I’m contacting behind the first initial report sent to me on the demolition
  of drywalls and ceiling caused by windows and water damage from Zen Windows
  installment. I’m asking if you to could put together a detailed report and
  reasoning of why demolition is needed and what’s going to be done in my
  home. Please provide me with this quote ASAP for it’s needed to move
  forward with contracting you . Again it most be very detailed .
  
  Thank you
  ****** *****
  

  Business response

  11/07/2022

  
  Also, I noted in our response to the customer's response that we are actively working on a resolution.
  
  Both contractors that have been brought in (contractors of the customer's choosing - we did not tell her who to get bids from) have told us that there is no extensive damage, merely cosmetic. Furthermore, we agreed to a bid provided by the first contractor ($4,173) and gave approval for the repairs to move forward. Later the customer chose to not hire that contractor and brought in another contractor and it is our understanding that the customer is telling the contractor what she wants done, not getting a bid for what needs to be done. This bid came in at nearly $10,000. 
  
  We do not feel that we should have to pay for additional repairs the customer wants to do that are not our responsibility.
  
  We are planning on bringing in a 3rd party property inspector (and possibly an engineer) for inspection so that they can document their findings and make a determination as to what they think the water leak caused.
  
  Please let me know if you have any questions.
  
  Thank you.
  
  Matt W********
  
  

  
  

  Customer response

  11/11/2022

  I accept proposal of bringing in inspectors 

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered windows ~July 2020. I had the windows installed late August of 2020. I was working with the salesman Matt. When the windows arrived on the installation date all of the problems began. Issue #1 the largest picture window fell out of the truck (I watched this happen). The installers paid no attention to it and they did take a look at it to ensure it looked okay to their standards. That was the first issue. Issue #2 the 3 basement windows were not able to be installed due to a 'factory defect'. They were going to be replaced but delayed a few weeks. Once the replacement basement windows arrived, they were defective (AGAIN). I reached out to them asking for a refund due to all of these issues to no avail. They said they will ensure the 3rd time will be fine. The 3rd windows arrived and were installed. I have not had issues with these windows aside from the screen in one tore easily but they replaced the screens. Further issue #3 - the picture window and another window in the front large window had a smudge on the inside of the pane that could not be cleaned from the outside or inside of the window. During certain hours it was very noticeable and made it appear that it could never be cleaned. I called Zen windows in April 2021 and did not hear back until May 2021 a mother later when I reached out again & finally Bill came out to replace the 2 windows once the factory was finished and the window they brought to replace the picture window. This would have been May/June 2021. At this time, he said it would be about 8 weeks or so and now it is December 2021 and I have still not heard back. When I tried to contact Bill, which Matt told me to do, his email returned as if he is not with the company anymore? Furthermore, I contacted the number on the website ###-###-#### and a Spanish speaking man answered saying I had the wrong number. This was straight from the website and the number is accurate according to their website. Please give me a resolution.

  Business response

  12/30/2021

  The initial order arrived within the timeframe promised. The initial reason the basement windows weren't going to be able to be installed with the main level windows was because the homeowner added them on to the order later. Original order was approved by the homeowner on 7/9. The basement windows add-on order was approved by the homeowner on 7/20. There were some delays caused by product on the second order arriving with defects. They arrived a second time with similar defects. The third time, they arrived correctly and were installed without an issue. The homeowner asked for a discount and we were able to secure a $100 discount from the manufacturer, which the homeowner accepted and it was credited to his invoice. While we were waiting for the replacement of the defective windows to arrive, the homeowner left a negative review on Google about our company. We have maintained that we will continue to help the homeowner and will service and warranty our product throughout every interaction. A replacement glass unit is on order for the homeowner at the moment. This was promised by a former representative of Zen Windows, but never fulfilled by them. All of the phone numbers on our corporate website were checked today and verified that they work. We will not be providing a refund, but will continue to service this project as we do for all our customers. 2 email threads between myself and the homeowner are attached.

  Customer response

  07/20/2022

  7.20.2022, BBB received vm from consumer stating his complaint has been resolved.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩