Complaintsfor1st Choice Windows and Siding

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 6 windows from 1st choice about 8 months ago for total of $17247 . The windows finally arrived was installed August 3 and 4 . However immediately after the installation was completed I noticed some issues with one of the windows and took some pictures and sent to 1st Choice office. They schedule an inspection August 16 , 2022 . No body showed up. It was rescheduled for August 17th, again no body showed up and this time no contact was made by the supplier for rescheduling. So we are waiting for a resolution with no avail

  

  Business response

  08/31/2022

  ***************,
  This complaint is very unjustified.  My office spoke with you last week to let you know that ***** (the manufacturer of the windows) had not received all of the parts to complete your warranty work.  We had told you that we would reach out the follow week) to schedule a time for the manufacturer and installation team to complete the needed repairs.  We spoke with your wife to reset the appointment that had been set up, again due to parts not being provided by the manufacturer yet.  We rescheduled this appointment for the following week.  My sincerest apologies that you did not receive this update.  We contacted your wife on the phone number provided on your paperwork.  In the event that we should not have used this information for scheduling or anything else you should have let us know that.  We would have been more than happy to make notes in your file to only speak with you, however we were not given that information.  I truly am sorry that your family is going thru such a difficult time with your wifes dementia.  I am also sorry that you dont understand how complaints such as yours can affect my family.  I own a small business that I have worked very hard to build.  I am responsible for making sure that during these very difficult times in our world, my employees families are provided for.  This type of complaint, in that frankly is fictional, affects a lot of different people.  I am not happy as to how our conversation ended however the way you spoke ***************,
  This complaint is very unjustified.  My office spoke with you last week to let you know that ***** (the manufacturer of the windows) had not received all of the parts to complete your warranty work.  We had told you that we would reach out the follow week) to schedule a time for the manufacturer and installation team to complete the needed repairs.  We spoke with your wife to reset the appointment that had been set up, again due to parts not being provided by the manufacturer yet.  We rescheduled this appointment for the following week.  My sincerest apologies that you did not receive this update.  We contacted your wife on the phone number provided on your paperwork.  In the event that we should not have used this information for scheduling or anything else you should have let us know that.  We would have been more than happy to make notes in your file to only speak with you, however we were not given that information.  I truly am sorry that your family is going thru such a difficult time with your wifes dementia.  I am also sorry that you dont understand how complaints such as yours can affect my family.  I own a small business that I have worked very hard to build.  I am responsible for making sure that during these very difficult times in our world, my employees families are provided for.  This type of complaint, that frankly is fictional, affects a lot of different people.  I am not happy as to how our conversation ended however the way you spoke to me and the language used certainly was not necessary.  Having your daughter post a negative review about us and threatening to have us investigated before she knew the facts was incredibly wrong! I certainly did not appreciate her telling me that she wanted to hurt my company by posting reviews PRIOR to reaching out to discuss the situation was ridiculous.  I appreciated that she removed the reviews (on more than one occasion) after speaking with me.  Any threats or negativity from you or your family at this point will be considered harassment and slander.  I have let the representative from Anlin know that you are unhappy with their product and they will contact you directly to schedule any required repairs.  I wish you the best in what seems to be a very difficult time for you and your family and would very much appreciate your removal of this complaint as it is unjust and unfair to my company.to me and the language used certainly was not necessary.  Having your daughter post a negative review about us and threatening to have us investigated before she knew the facts was incredibly wrong! I certainly did not appreciate her telling me that she wanted to hurt my company by posting reviews PRIOR to reaching out to discuss the situation was ridiculous.  I appreciated that she removed the reviews (on more than one occasion) after speaking with me.  Any threats or negativity from you or your family at this point will be considered harassment and slander.  I have let the representative from Anlin know that you are unhappy with their product and they will contact you directly to schedule any required repairs.  I wish you the best in what seems to be a very difficult time for you and your family and would very much appreciate your removal of this complaint as it is unjust and unfair to my company.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Jan 19th of this year ordered 3 windows and patio door. I was told it would be **** weeks for everything to arrive. Began calling late april for status. I was told items were shipped and should be here in early may. I called again at end of may (items had been in their warehouse for about a month) Finally got an installation date of june 16th. After installation, the windows didn't work properly, the window screens were the wrong size and the patio door was hard to slide. The inside caulking around the windows was sloppy and needed to be redone. Company called the manufacturer who fixed the windows and patio door. I have contacted a handyman to redo the caulking. Still waiting for new screens. Company doesn't return calls unless you call 2-3 times and rarely meets call back commitments. I want the company to reimburse me for my out of pocket costs to have a handyman do the window caulking properly. I sent one of the owners pictures of the poor caulking that was done. I will never do business with this company again. They are not easy to do business with.

  

  Business response

  07/14/2022

  While we understand that you may be frustrated about the delay in order time, I am confidentthat you are aware of delays in just about every industry/product availability in our country right now.  Manufacturers delays are well beyond our control.  In regards to your complaint about the quality of products and installation I feel that this is 100% unjustified.  The screens are currently being rebuilt by the manufacture and the patio door sliding issue was addressed immediately.  The inside caulking that you mentioned needs to be addressed in further detail as well as the claim of lack of communication.  You called into our office and spoke with each person that was working there.  Each person told you the same thing, I was out of town for the holiday weekend and they would reach out to the installer.  The installer, whom you must have been pleased with the work provided by, as you gave him a cash tip, came back to you home on Friday afternoon. He proceeded to document the work you were not happy with by taking photos (which were sent to me) and redo the caulking that you complained about.  You signed off on the work complete notice and told them at 8:30pm that you were pleased.  In the meantime, my office had made an appointment with you for me to come out on Tuesday, the next business day following 4th of July holiday, and meet with you personally.  Over the holiday weekend if YOU CHOOSE to hire someone to REDO work that was not needed for any reason other than it was not cosmetically not pleasing, even after you had told our installer that it was, that is on you. Our office responded to your calls during our posted Business hours, our installer met with you after hours, trying to make you happy. Yet you hired someone on a weekend rather than wait for our SCHEDULED meeting just a few days out?  That **** ******** not reasonable time nor a reasonable approach to allow us to rectify any issues and make you happy.  We are truly sorry that you feel we were not easy to do business with and that we closed for the weekend which you feel is not acceptable.  We welcome the opportunity to discuss this further but we will not be reimbursing you for your handyman expenses.  The manufacturer will be reaching out to you directly when your replacement screens are ready, feel free to reach out to them with any further questions.  Sincerely, *** Haines

  Customer response

  07/18/2022

   
  Complaint: 17506763
  
  I am rejecting this response because:   The information provide by *** Haines was incorrect. I understand the supply chain issues. The caulking done on the inside of my windows was a mess. The tip he was referring to is correct. After the installer left I went to check everything and saw the terrible caulking job and called the company. They sent someone out to do it properly on a Friday before the July 4th holiday. The person had to start from scratch and didn't finish. They said they would call me Saturday at 9:00 A.M. to schedule a time to finish. I never received a call and decided to call a handyman because I was tired of the mess they left.I had no idea that they did'nt work on Saturday until *** Haines came to my house and told me that. The bottom line is I had to spend $175 to have it done properly. I still don't have my window screens. This is not a company that is very responsive.     
  
  Sincerely,
  
  *************************

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