Knox did not give me the windows they agreed to make from my estimate. They lied and said because of county regulations, they had to make them shorter
My very unfortunate experience should be a warning to you. Knox Aluminum screwed up my entire job and I am suspicious that they might have dumped windows on me that they had in their shop for my job because the size of my windows are very different from what I asked for.
When Knox Aluminum came to my home for my estimate, I very specifically told them what I wanted- windows exactly like my neighbors (that they installed last year) on 2 sides and on the 3rd side, shorter windows with a larger bottom panel so I could put in a dog door. I also asked that concrete be poured so the room would be level with the rest of my house.
Three months later, when they came to pour the cement, it was a few inches lower than I had asked. When I reminded them that I asked to have the room level with my house, they grudgingly complied. Then, when they came to frame in the windows, I freaked out because the bottom frame was much higher than I had expected. They told me this was just a temporary frame for the inspectors. When they eventually came to insert the windows, they did not lower the frames. The windows they gave me were MUCH shorter than my neighbors. I was really distressed and when I asked about it, I was told that there were new regulations from the county. When I checked on this, I found that they lied to me- there were no new county regulations! One window had to be re-done because there was not enough room under the window to put in the dog door, so I had to wait for that window.
These windows were supposed to be 7 inches longer. I have a pond view, which is why I wanted long windows. Much shorter windows were installed. Because the vinyl panels below the window were now much larger than what I had expected, my room looked horrible! I had to have drywall installed to cover up the huge vinyl inserts.
Bottom Line- I paid a fortune for a job that they screwed up from beginning to end. I am writing this to alert you that Knox Aluminum does not stand behind their work. A young guy came to do my estimate and apparently did not do anything I asked for. I assume he did not know what he was doing and just agreed with me when I told him what I wanted without actually putting them on my order. It is no wonder that I am suspicious that they used windows maybe someone else didn't want- and just stuck me with them.
I am completely unhappy with Knox Aluminum. To add salt to the wound, after the first rain, water penetrated all around my windows which they had to re-caulk. I am very sorry, no actually devastated, I used them for the most expensive, important part of my house renovation.
Also, Ken K. was completely miserable and nasty to me every time I spoke with him. I told a neighbor about my experience and she told me the same thing happened to her. How do they stay in business?
I asked Mr K. for compensation to help pay for the drywall job that was necessary because the wrong windows were installed. He ignored my request. The drywall job cost close to $2000. I would be satisfied if he paid me $1000 and split the cost with me.
I asked Knox Aluminum to reimburse me for the drywall job I needed to do as a result of them installing the wrong size windows. Mr. K. ignored my final request and is hoping I was just go away.
We have done everything possible to help Ms. ****** with her complaints. We have attached the correspondence from our company, that states how difficult it has been to please her. To include Ms. ****** having stopped the work for additions/ammendments to the original estimate. The last email from Ms. ****** clearly is an attempt at extorsion.
(The consumer indicated he/she DID NOT accept the response from the business.)
I am sorry, but not surprised, that Knox Aluminum is denying culpability. I did not know at the time, but it was the owner's son who came to my home for the estimate and verbally agreed to everything I asked for. I asked for longer windows on 2 sides, like the ones they installed at my next door neighbors home the year before, and shorter windows on the side where I wanted to eventually install my dog door. I also said I wanted the room level with the rest of the house. I thought I was being very clear about what I wanted. No one ever came to my home to review the order with me. I signed paperwork assuming that I was getting what I asked for.
The cement issue was Knox's problem because the estimator, even though I saw him take notes while he was agreeing to what I was asking of him, was apparently not listening to me! Why would I go to the expense of getting cement poured in the room if not to bring it to the height of the room adjacent to it? That makes no sense to me. When I saw how they were framing it in, I immediately knew I was not getting what I asked for. I said to the cement installed, why would I want to trip over a 2 inch ledge my whole life? Of course I wanted the room level with the adjacent room. I remember having this discussion over the phone with the owner of Knox Aluminum prior to the installation about my eventually having the sliding glass door removed between the room in question and the adjacent room. I specifically remember saying that since that might happen, that I want the floor height level with the adjacent room.
I have just found out that the floor in question (that was raised with cement) is actually now 1/2 inch higher than the adjacent room. Seems like Knox Aluminum can do nothing right.
As I said before, I kept asking the estimator (Mr. K***'s son) repeatedly if he understood that I wanted 2 sides of the room like my neighbor's and one side different so it could accommodate the dog door, and he kept saying, Yes. I saw him write notes, but he did not communicate my wishes and my new room is NOT what I asked for. And, while they were installing the windows, I immediately knew were not right, they repeatedly said that the county rules changed and they had to make the windows shorter with more filler space underneath. That was a lie. They are not admitting to telling me this. As mentioned earlier, I did check with the county, and there was no new regulations to that effect.
Then, after installation, the windows leaked severely. I have pictures of wet cement along one entire wall! I kept feeling thankful that the room had yet to be tiled or rugged because that would have been a disaster. Knox had someone come out to re-seal the windows.
Of course I canceled the screen room job as I felt I needed to cut my losses.
Mr. K*** does not want to take responsibility for a job that was not done as per my request. That is the bottom line, and since he appears to have no intention of helping me pay for corrective measures, my recourse is to warn others about my experience. My letter was not an extortion letter, it was a normal request from a very unhappy customer. Having been a business owner, I understand what good customer service is and I would bend backwards to make sure my customers were satisfied. Apparently Mr. K*** feels it is more important that he is happy than his customers.
Final Business Response
Please see the attached respnse