ComplaintsforChapman Windows, Doors, and Siding

• Initial Complaint

  10/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In March of 2022, I began working with Ned S******** on a proposal to have 22 replacement windows installed in our house by Chapman Windows. When asked when the windows would be installed, Ned estimated, "...six months range from time of signing to installation at this point. However, we are trying to reduce the length of time." (Please see attachments: Ned email 1, 2). With that information, my husband and I chose to use Chapman and proceeded with the order. I submitted the signed contract (estimate #******) and agreed to be charged $4500 on 4/01/22. (Please see attachments: Estimate, deposit). On 8/08/22, I received an email from Patti F****** updating me that our order was still in production. I emailed Patti back on 9/08/22 asking for an update but didn't receive a reply. On 10/01/22, I called to inquire and was told there had been a delay and it would be around 3 more months before installation. I said this was unacceptable - it was well beyond Ned's estimated timeframe and it would be winter when they would be installed. On 10/03/22, my husband and I spoke with Nicole G*** who apologized for the delay and gave conflicting info about our windows being in production (two months AFTER Patti said they were "still in production"). I told Nicole winter was unacceptable, I no longer trusted Chapman, and wanted to cancel the order. Nicole countered by saying we already bought the windows and they would try to recoup the balance she said we owed. Nicole's only attempt to resolve the situation, other than offering free delivery, was to have the windows, which were suddenly "almost ready," installed the week before Christmas. I emailed on 10/03/22 that we signed the contract based on the agreed upon timeframe of approximately 6 months (but possibly less), that we were canceling the order, and wanted to be refunded the $4500 deposit. (Please see attachment: Cancel). We have asked for the deposit back twice but still have not received it.

  

  Business response

  10/20/2022

  We do not guarantee timelines however, we understand its important information for homeowners to plan accordingly. Therefore, we do our best to offer projected timelines based on prediction models at the time. This is clearly acknowledged by the customer (***. ** in her second sentence of the complaint.
  When ***. * called for an update on 10/01/2022, her custom sized windows were still in production according to our dealer web portal. I advised ***. * that I would call the manufacturer to see if I could get more specifics. At that time, ***.* made it clear, the only acceptable remedy would be to refund her deposit. Knowing that we cannot exchange or return custom products, I thought it best to call the manufacturer anyway.
  The manufacturer said that order was being wrapped and then scheduled to ship. I asked if this process could be expedited and requested shipment on our next delivery date. I was told they would accommodate my request.
  *ending receipt of the windows, I offered ***. * our next available installation date. This was unacceptable and her focus remained on getting her deposit refunded. I explained that we collected 1/3 of her contract as a deposit to purchase her windows. We do not stock windows or doors, we are an authorized dealer for many manufacturers. Orders are placed based on the measurements we take specific to that home project and cannot be allocated to another job. For this reason, our contract states all sales are final. No returns. 
  Since my offer to schedule her installation was unacceptable, I advised that she is under no obligation to have us install these windows. We would happily remove the labor and material charges from the balance due and deliver (without charge) ***. ** 22 windows to her home. Again, this was unacceptable. It became clear, ***. * was only interested in getting her money back and had no interest in negotiating. We did not guarantee any time frame. We offered our first available installation time slot follow by the option to deliver her windows free of charge which were both aggressively declined.  
  Our terms and conditions are clear, ***. * is in breech not Chapman Windows & Doors. We have paid for 22 custom made-to-fit windows on her behalf and are entitled to the cost. 
  Kindly,
  Nicole G*******

  Customer response

  10/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The information provided by Ned S**********, which signing the contract was based on, was 6 months or less. While that time frame was not written in the contract specifically, he offered it in writing as we were deciding whether or not to use Chapman. Additionally, Chapman has shown poor customer service from 8/02/22 through today by giving conflicting information about the windows production time line, telling us they have had difficulty hiring quality workers to install windows, and not taking responsibility for how poorly they handled this order. Therefore we do not believe that the 6 months or less estimate was ever accurate and that they are taking advantage of the fact that 6 months was not written into the contract by trying to collect on the windows order for profit. The deposit should have covered the cost of the windows.
  
  Regards,
  
  *********************
  

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