ComplaintsforNorthwest Exteriors, Inc.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had all windows and doors replaced by Northwest Exteriors on my home in 2012. The contract was signed on 2/26/12. I was given a full lifetime warranty on all doors and windows. The entry door has warped and does not close properly. Northwest has told me that the entry door may be excluded from the warranty and will investigate further. They have not contacted me since that notification. That was between one and two weeks ago. I have all documentation. I believe they are not honoring the contract.*************************

  

  Business response

  10/12/2023

  **************** called in on 9/7/23.  We set an appointment for inspection on 9/8/23.  We determined that it was a manufacturer warranty issue.  We took pictures and sent them to the manufacturer the following day.  We received notice that the warranty was approved by the manufacturer the following week and notified the customer.  We set the appointment to take measurements for the replacement door on 9/26/23.  The manufacturer has everything they need to honor the warranty and they will be in contact with customer when the door is ready to be installed by them.  Thank you!

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2017 a phone salesman from Northwest Ext. called and said they were now installing home a/c.I had dealt with them 4 previous times and everything went well so I made an appointment with *********************** to come to my home. He gave me a price to install new unit, replace all ducting, add a duct in the living room and new thermostat, all with a 10 year parts and labor warranty . The total price was $13350.00. I paid them $1000.00 down payment and $11950.00 balance (they knocked off $400 for using my thermostat). In December of 2022 ( a mid 30 degree day), my heater quit working so I called ************************* at NW in ****** and she said they no longer installed a/c and my warranty was with the mfg. I had All Weather a/c fix it and just paid the bill myself as was only $145.On 8/15/23 the a/c quit ( it was a 108 degree day and I am 74 & have health issues). I called the ******* store in ****** and they said that they dont talk to home owners. I tried to call ******* mfg co headquarters in ***** but by this time they were closed.I called Lees A/C in ****** and they came out at 8:00 am and said the problem was a leak in the evaporator . They quoted me $1500 labor ( 2 men for 5 hours) and $1300 for Freon. ******* warranted the evaporator to ***,s. They repaired unit and I paid them $2800.I called *********************** at NW and he said he would call mfg and take care of it) When I didnt hear back from him I called ******* Mfg in ***** and talked to *******. She said they wouldnt reimburse for labor, that I had to use their dealer. If you go to their website it lists 11 dealers near my zip code and Lees A/C is on that list. Then ******* said **** wasnt approved for labor, only parts! I then called *** ( the guy who actually installed unit) and he said that NW is responsible for the labor. The owner of NW (*************) wont return my calls !************************* emailed me a copy of warranty #***** it is different from original #*****! Kind of suspicious!

  

  Business response

  08/30/2023

  Attached is a copy of the labor warranty from *******. It clearly states that ******* is responsible for the labor! It is unfortunate that ****************** was not taken care of by *******, however his battle is between him and *******, not him and Northwest! BTW-I have never gotten a voicemail or email from ****************** to return!

  Customer response

  08/30/2023

  I am rejecting this response because: I received this warranty from Northwest. Their salesman, *********************** wrote 10 years parts and labor on the brochure(copy enclosed). Rod the installer in 2017 said any problem with unit, just call Northwest and they would take care of it! When called ************************* at NW she said they no longer did a/c and the warranty was with *******. When I called ******* in ****** they said that they dont talk to homeowners. I then called ******* in ***** and they said that the dealer I chose was not on their list. But they are on the list of 11 repair people near me off of their website! I called Northwest everyday for 4 days, a girl named *** said **** or *** would call, never did! I called *** ( the guy who installed it) and he said that Northwest was responsible for the labor.  I feel they have done nothing to help me resolve this issue! I have left messages with ***********************, *************, and *** with no returns! They just need to make this right!
  

  

  Business response

  08/31/2023

  Unfortunately we no longer have a relationship with ******* so we have no pull and there is nothing we can do! If ****************** went to a ******* dealer to repair his unit, it could have been covered under the ******* Parts and labor warranty if that tech followed proper procedure. That did not happen and that was his decision. Northwest didn't issue a labor warranty, we only signed the customer up with a ******* labor warranty. We cannot be liable for the thousands of ******* labor warranties that are out there, it's ********* responsibility, go after them. We sell and install millions of dollars of product that has manufacturer warranty, we can't financially support other companies warranties, only our own!

  Customer response

  08/31/2023

  I am rejecting this response because: I am sending you a photo of the brochure that *********************** gave me in 2017 with10 years parts and labor hand written across the top in his handwriting!

  It also has the phone number for *** who told me in 2017 that if I had a problem just call Northwest and they would take care of it!

  I called Rod last Friday and he said it was Northwests responsibility!

  As for Northwest saying that I never called him,I have a printout from my phone showing the 6 times I called his office plus phone calls to *************************, ***********************, *** and ***!

  Your form for response says that the photos I tried to send are too large and wont accept them. I can make them to you or send email if you give me a number

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see attachment for full complaint regarding damages to my home and how 80% of my new construction windows were defective upon receipt by the installer, yet still installed in my home. I sent this letter certified mail which was received by them on December 7, 2022. It's been over a month with no contact from them regarding resolution.

  

  Business response

  01/31/2023

  ******,

   

  Unfortunately the glass issues are out of our control as we don't manufacture the windows or the glass. The reason it was not caught pre installation is that the glass is sent with a protective coating, like you would have on a new iPhone, so we cant see the glass until we peel of the ***** Armor OFF after the install is complete. I've checked with ***** and they are hoping to get your glass replaced in the next week or two. As far as any caulking issues we will come out after *****  is done and address all of your concerns. We apologize for the quality issues on the windows and hope that ***** can resolve this issue as quickly as possible. We will be looking into why there was such a delay on getting your service addressed in a timely manner. 

  Customer response

  01/31/2023

  I am rejecting this response because:

  Hello,

  So, to clarify, you'd like me to contact you after the windows are replaced by *****?  Please confirm.

  The Northwest-specific issues of insufficient caulking, cupping trim wood, damaged bench in my home and damaged door in my home remain. Would you like me to get estimates for all these issues?  Please let me know sooner than later how we can expedite the process as replies are often delayed significantly on your end, if even addressed. I do not want this matter to drag on for any longer than necessary as it is causing me a lot of undue stress and anxiety. 
  

  
  

  

  Business response

  04/19/2023

  The business responded. 

  I thought this was handled! My GM *********************** went to see her on 2/9/23 and she agreed to wait for ***** to replace the bad glass and then we would take care of any other items after. ***** was scheduled to go out 2/27/23 and again on 3/13/23, but the customer cancelled both of the installs. It is now set for 4/17/23 and after that we will take care of the remaining concerns.

  

  Customer response

  04/19/2023

  I am rejecting this response because: Not sure what 'accept' or 'reject' implies, I just wanted to respond... I do not know who this person is or why he recently responded with his unnecessary attitude.

  ***** was in fact able to come out this last Monday 4/17 as I had to cancel twice with them due to torrential rain the first two scheduled appointments. Two more glass panels will still need to be replaced. I am awaiting ****'s visit which is currently scheduled for next Monday, 4/24 regarding property damage.

   So I guess this file can remain open until everything is settled, hence the 'rejection' selection. 

  
  

  

  Business response

  04/20/2023

  **** is going out next week.

• Initial Complaint

  11/18/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Not sure of purchase date. it was 2017 and install date was 12-8-17. we were promised by the ****/PACE program representatives that we would be paying for the minimal amount on my electrical bill that would run no more than $150. and an average of $75.00 . My bill has not met that or even close. I know its estimated. We have received calls the last 3 yrs for complaints from other customers in my area and I advised I had a high bill and provided my electric bills and offered my home for inspection. No call back with a resolution or answer why the bills were so high. this year I received a call/voicemail again from the same person (****) with the same reason for calling. I have had no call back from Northwest or ******** I have been getting a high volume of calls from other solar companies stating they are aware there is a problem with the system and offer to help bring the system to where it should be at providing electricity. I would get a near to nothing electric bill and pay monthly them for the additions. I would still be paying the **** loan for 15 more years thru taxes and still have a lien on my home so I would have to pay off the loan to refinance or sale. Not a good deal anyway you look at it. I am not sure of an act # my address should be sufficient for locating the info. *****************************************

  

  Business response

  11/22/2022

  I spoke with ****** and he said he would withdraw the complaint.

  Customer response

  11/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: July 22,2022 Reopen Complaint : N A ********** To: California Contractors State License Board.From: ***** and *******************. My wife and I signed a contract with Northwest Exteriors (** License # ******* on 7-28-2021 to install 3 large retro fit windows. We were promised by their salesman *********************** that we would have Northwest Exteriors best installers do the installing of the 3 windows. On November 19, 2022 Northwest Exteriors installed the 3 windows. The installers didnt cut the fins on the first window correctly. They tried to install, and forced the window in by using a hammer on the outside to wedge the window in place, and a hammer on the wood sill on the inside to pry the window up. The installers caused damage to our wood window sill (see picture #1), also they scraped the paint off our exterior trim (see picture #2). The installers forced the window so hard that I heard 4 distinct loud noises. I asked Northwest Exteriors to replace this window and they refused. The 2 other windows were cut correctly, and didnt need to be forced into place. However, the installers put a large hole in our sliding door screen (see picture 3), and didnt say anything to us. The installers didnt install a wood trim to the bottom of the 2 large vertical windows. The trim needed to be installed, and sealed to prevent water penetration, and dry rot to our home (see picture #4). Northwest Exteriors refused to do any repairs that their workers caused, or complete the weather tight seal at the bottom of the 2 large vertical windows they were paid to install. We tried to talked to the owner of Northwest Exteriors ******************* to resolve the repair issues, but he didnt want to hear our concerns, and denied that his workers cause any damage to our home. He refused to do any repairs to our home. This was very disappointing. See upload for complete letter.

  

  Business response

  08/02/2022

  Here are the facts-

   

  NW installed 3 windows.

  ************** paid for the windows with a credit card then disputed the charges later that month. He wanted us to replace the largest window saying the guys damaged it during install. Upon inspection no damage was found to the window, however there was some dents in the sill. My tech said he could come back and address any minor repairs.

  ************** refused us coming back if we were not replacing the large window, so we did not come back.

  NW disputed the CC dispute and we got paid, but not until after we got our attorney involved and spent over $700 trying to resolve the issue.

  Had ************** allowed us to come back we would have repaired any damage that we were responsible for.

   

  There is no reimbursement due!

  Customer response

  08/09/2022

  I am rejecting this response because:

   

  1.)  List of damages to our home from the North West Exterior window installers:  Put a hole in our sliding glass door screen, Put several deep dents on our wood sill, Scrap** the paint off exterior window trim, and didn't finish water sealing the bottom of two 3 feet by 6 feet windows.
   
  2.)  We meet with a representative from North West Exteriors after the installation of the 3 windows, and show** him all the damage that their window installers did, and not adding wood trim and seal the bottom of 2 three feet by six feet windows.  We told him that the installers us** a hammer to slam the window in place from the outside stripping the paint form the window trim, and pry-** the window up from the inside damaging our wood sill.  We told him that there was 4 loud bangs while the installers were forcing the window in, and we want** that window replac** because it was damag** by the installers.  He refus** to replace the window, and never had any employee come back a repair all the damage to our home, or finish weather sealing the 2 large windows.  We told the representative that he left us no choice but to dispute the full charge until they replace the damag** window, and repair all the damage to our home, and finish weather sealing the two windows.  He refus** again to replace the damag** window and never sent anyone to our home to repair all the damage.  Also, the installers never told us that they damag** our home. This was very unprofessional.
  
  3.)  We call** North West Exteriors and tri** to resolve the issues with the owner **************  He became very argumentative, and didn't want to hear our complaint and said that we could get an attorney if we want** to dispute the charges.  He never offer** to repair the damage to our home or finish weather sealing the 2 large windows.
  
  4.)  We fil** a dispute with our cr**it card company.  North West Exteriors never respond** to our dispute, and we won our dispute.  North West Exteriors without our approval charge our cr**it card again, and we disput** the charge again.
  
  5.)  North West Exteriors fil** a Mechanics Lien on our home with El Dorado County recorders office without finishing the installation (not weather sealing the 2 large windows), or repair the damage that their installers did.
  
  6.)   It was North West Exteriors choice to have a attorney negotiate a settlement with my wife and I.  This cost would of been prevent** had North West Exteriors just fix** all the damage to our home,  finish weather sealing the bottom of the 2 large windows, and replac** the damag** 3x6 foot window caus** by their installers hammering, forcing the retro window into place.
  
  7.)  Lastly, my wife, and I never refus** to have North West Exteriors come to our home and repair all the damage.  They never call** to ask us if they could return to our home, and repair all the damage their installers did while installing the 3 windows, or finish weather sealing the bottom of the 2 large windows.     
  
  8.)   We have done all the repairs to our home, and had an agreement with their attorney to pay $650.00 dollars for all the damage repair, and $91.00 dollars to remove the Mechanics Lien on our home.  A total of $741.00 r**uction was agre** to from the $3,150.00 balance.  Before finalizing our settlement agreement our cr**it card company paid North West Exteriors the full balance amount of $3,150.00.  Now North West Exteriors refuses to remove the Mechanics Lien fil** with El Dorado County, or pay for the damages to our home.  This is very poor business practices.  All we are asking for is the $741.00 dollars that they agre** to.  Their attorney cost could have been prevent** if they would have just work** with us as most good companies would do. 
  
  Respectfully submitt**,  ***** and ********************    
  

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