They refused to honor the original contract, the windows were not ordered or installed correctly, and the customer service was not responsive.
1. We have multiple complaints with the window job; the whole thing has been a headache from beginning to end. The biggest is that the company refused to honor the contract we signed and wanted to increase the price.
**** *****, the salesperson, quoted us a price that included enlarging a window.
Several weeks after we signed the contract on 10/18/13 and paid the deposit, and at least a week after measurement, Sean called on 11/5 to say it would cost at least $1000 more due to the window enlargement which was part of the original contract.
He has been selling windows for over 15 years and should know how much to quote for a window enlargement.
We said that they should honor the original contract, but Sean insisted that we have to pay more or not install the window. At that point we wanted to cancel the contract because they could not honor the original contract but Sean said it was too late.
Finally, after several back and forth exchanges (including several times asking them to forward our email message to the appropriate person and receiving no response), and where they kept insisting that we had to pay more or not do the enlargement, we were left with no option but to just take the window and
not have it installed (and even then, they were not taking the installation fee for that window off the original contract until we convinced them to).
2. Another major complaint is that the windows were not ordered properly, and on every issue, we noticed it and brought it up, otherwise they would not have said anything.
They didn't order correctly, failing to order a tempered window for the bathroom,
and also they didn't order the correct patio door glass. Four of the windows and the patio door still do not have an Energy Star rating sticker, though we paid for the highest rating and according to **** from their company, Energy Star stickers can only be put on at the factory. One window has the wrong U rating (the one that was not installed).
3. Another complaint is regarding the installation.
We ordered and paid for sill replacement for all sills at the time of the contract. When the installers came they didn't have any sills with them and did not replace or repair any sills. We took the amount off the balance of what we paid, but the work we requested to be done was not done. This will cost us a lot more to fix now due to the rotting sills.
Both times the installers came out, they did not bring a ladder and so could not do the job correctly.
None of the windows (except the patio door) were installed with any weather stripping or anything else to fill in the gaps. Several windows had a gap of ¾" or more.
None of the screens were really installed properly, and they do not fit properly. We paid extra for full screen windows, and **** said that it's a manufacturing issue and that he was going to call the manufacturer about it. We have not heard from him since then.
4. When **** came out to look at the problems in January 2014, he offered to enlarge the window for $400 ($100 less than in the original contract). They supposedly sent us a change order reflecting that, but we never received it. We asked several times that it be sent again but received no reply. We also requested that it be enlarged at no charge due to the extreme hassle, delay and headache. We received no response at all to several emails, even though we again requested that it be sent to anyone who could actually address our issues. When we were finally able to call, **** said that the offer to enlarge the window (which we never saw in writing) was off the table.
The second time they came out they asked me to sign some papers. When I started to look at them to see what I was signing, he said I couldn't see them.
We are requesting that
1. They enlarge the window opening and install the window at no additional charge due to the extreme hassle and headache that we have been through.
2. Every window that does not have an Energy Star rating label be replaced with a properly labeled window.
3. The window that has the wrong U value be replaced with the correct U value.
4. They replace the screens with properly fitting full screens.
Since receiving the complaint on May 29, I've tried to reach the Raheems in hopes of scheduling a visit to see and discuss the work at their home. Unfortunately there seems to be a problem with their phone and I'm not even able to leave a message: "The subscriber you have dialed is not available or has traveled outside of the coverage area, please try you call later." Will try to reach them through email today in hopes of visiting with them next week.
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. ***** ***** was able to come to our house on June 10 to discuss our issues (his staff may not have let him know that email is a preferable mode of contact for us).
In any case, he did listen to our concerns, and agreed that mistakes had been made. We agreed verbally to his commitment to remedy all of our concerns; however, no action has yet been taken.
Today, June 17, **** came to look at the remaining window that needs to be replaced as per the original contract. However, when we requested that he take off his shoes inside (as we do with anyone who comes to our house), he said that according to OSHA rules he can't. We then requested that he put booties/shoe covers on, and he said that he didn't have any. Then he found a small drop cloth in his car to use. He went into the kitchen to look at the window, and climbed up his step ladder, then he stepped directly on our sink without covering his shoes up with anything. When I asked him to not step there because that's where we wash/prepare our food, he was not very happy about that. I requested him to reschedule the appointment when he can bring the proper tools/equipment that he needs to do his job (such as shoe covers, necessary drop cloths, etc).
We are still waiting for all of the items to be addressed and we are still hopeful that ***** will take care of everything as we discussed, and soon.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
We are not surprised by the responses we have been getting; it's what we have come to expect from WeatherMaster. We are not asking for any favors, we just want the job we paid for to be done correctly. Our complaints have not been addressed, but we keep getting the runaround and unprofessional conduct. We have had several visits from WeatherMaster and several promises about what they are going to do, but so far nothing has happened yet. We are waiting for a call from the manufacturer about the screens (they are ALL not fitting properly).
The verbal indication ***** gave us on June 10 that they would enlarge the window has now been withdrawn (apparently because we don't allow shoes in our sink!). Without going into too much detail, we had asked that employee to remove his shoes when he came in January; he didn't comply that time but simply went into a different room. This time we let him in with the drop cloth, but objected to him intentionally using the sink as his leverage. This is the 3rd time your employee and/or your contractor came to our house without the proper tools. The installers didn't bring a ladder either time, though it was clearly written in the order that it was required. Rather than being surprised, and accepting that you did something wrong, you are making excuses and trying to tell us how to run our house.
WeatherMaster has shown a lack of professionalism in writing a contract they couldn't honor, in incorrectly ordering windows, in coming out without basic tools to do their job and in not responding when issues came up. On top of that, they turn everything back on us instead of apologizing or admitting they did something wrong. If they have been in business for 28 years, how can they be so shocked that they need a ladder and shoe covers, or know what's involved in enlarging a window and how to order correctly? Instead of ensuring that the installers (who we found out were subcontractors/3rd party) had sills, Mr. ***** said we should have called them during the job. When we called/emailed before about the contract, we got zero response, so we don't know what difference calling would have made. Now he wants to charge extra to have them come out and do what they were supposed to have already done. That was not our responsibility to begin with. We are not paying anything more at this point because of all this frustration and runaround.
If a customer is not paying attention, everything might look fine, but then they might have an illegal non-tempered window in the bathroom (like we would have had), or rotten sills under the new wrapping (like we do), or different windows than what were ordered (like we do). In every step, we had to be vigilant and notice things or WeatherMaster would have been content to do the wrong thing.
We are still waiting for all of our requests to be met: the screens to be fixed, for a new complete kitchen window with correct U-rating (not just the panes), the enlargement of the window hole, and correctly labeled (we don't understand how the windows were not labeled in the first place, we're not sure what the documentation will show or what WeatherMaster is trying to hide). It's been three weeks since ***** came and nothing has happened.
Final Business Response
see attachment or go to case link for copy of letter.
The BBB forwarded me the list of your outstanding concerns. I've also discussed them with ******* Windows.
With regard to the screens, the manufacturer is proposing to change the screens to a new full screen design they are developing. They believe you will be quite satisfied with the new design, and they are producing one for you to try. It is scheduled to be shipped to our warehouse this Friday, August 1. We will be in touch shortly to arrange delivery. If acceptable, new screens will be provided for all of the ***** windows free of charge.
With regard to the high dormer window, we're not sure why the locking mechanisms or U-value would be different. However, we will inspect this window at the time we deliver the new (trial) screen. If defective, the window will be fitted with new ***** sashes with proper locking mechanisms.
Attached, please find a detailed explanation that we believe addresses your other concerns. As always, feel free to call me if you have any questions, or if I can be of any other assistance.
WeatherMaster Custom Windows
**** ******* ******
********** ** XXXXX