ComplaintsforPasco Window and Door

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Pasco Window and Door to install 3 patio doors and two windows. They installed the items knowing that 4 of 5 had to be repaired or replaced (they acknowledged the day they were installed but they still installed because they already tore our old doors and windows out. To date only 3 have been replaced or repaired. They are demanding payment even though the contract hasn't been completed.

  

  Business response

  05/16/2022

  Business Response /* (1000, 5, 2022/04/14) */ Pasco Window & Door furnished & installed all products as stated in our contract and our installation passed ****** inspection in June of 2021. PWD addressed all issues this customer had & arranged for PGT (the window and door manufacturer) management to personally visit this customers home to review his concerns. PGT clarified to the customer that these issues were, in fact, manufacturer defects from when the products were made and agreed PGT would have their own service team perform all repairs or replacements needed. All of the repairs or replacements the customer requested are fully covered under the manufacturers warranty (PGT). PGT is now handling this directly with the customer as Pasco Window & Door's job has been completed. To date, PGT has completed all repairs and they had to re-order one piece of replacement glass. This customer has a nearly $13k balance owed to Pasco Window & Door that they have not paid. We would understand if this customer wanted to hold back $2,000 or so until the PGT warranty work is completed but they will not even make a partial payment. Consumer Response /* (3000, 7, 2022/04/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) 90% of our project, 90%, had to repaired or replaced by the manufacturer because Pasco Window and Door didn't inspect the products they purchased. When the install team did notice the flaws they installed them anyway without telling us. As if that wasn't bad enough PWD then disavowed their responsibility and called their failures a "warranty issue" we needed to take up with the manufacturer. No rational consumer or honest contractor would consider that meeting the terms of a contract. The fact that PWD thinks it does is exactly the problem. On December 7, 2020, we contracted with Pasco Window and Door for new, made to order, top quality windows and doors. We and gave them a $6,500 check with the remainder due upon completion of the project. Over 15 months later the contract still has not been fulfilled. On March 24, 2022, 3 item were replaced, leaving approximately 35% of the contract still incomplete. Thank God we did not pre-pay because it is very evident that PWD does not stand behind their contract. As if all of that wasn't bad enough, it took PWD four times to repair stucco damage to our home and the new doors, scratches and gouges on the trim pieces, gaps and cracked product as well as to secure the tracks on the sliders. To say that the original work was inadequate is being very kind. This has been an exhausting nightmare literally since the day the contract was signed. The very least Pasco Window and Door could do is compensate us by discounting the project by 20%. We offered on 3/28/22 to have a discussion to resolve the issues with installation and payment, they never responded and certainly never asked for a partial payment. Attached are a few photos of PWDs work product (not part of the "warranty" claim) including stucco damage that we will need to have fixed by another contractor because PWD said they couldn't do better. Business Response /* (4000, 11, 2022/05/06) */ ***Document Attached*** There are so many lies in this complaint I refuse to give dishonest people much of my time. To show proof, I will give a brief response. Customer is a snowbird that was gone from June - January (8 months) & refused another appointment request as he was having guests in town & it was not a good time. So for him to be trying to make people believe that PWD took that long to complete a job is completely false. Customer also signed agreeing that they understood there could be delays & uncertanties due to Covid. When he accused us in April 2021 of making excuses of backorders, we had to have PGT call him directly to explain that this was the truth & there were, in fact, manufacturer delays. I asked the customer for balance payment 2x in January, 2022. He responded that he will wait until after PGT's inspection. This is all in e-mails. That inspection took place on 2/3. He Never paid. Photos submitted of the frame welds & crack ARE PGT warranty issues so for him to say they are "not part of the warranty", another lie. I have attached a photo of how the products are delivered to us. Cardboard, banded & wrapped. We visually inspect products for any defects & will return & re-order if anything is seen. As you can see, frames & welds would be under the cardboard. Just like other window companies, we do not unpackage as we need to get the product to the jobsite safely. This is glass. Unpackaging & repacking would put the product at risk for damage. What this customer fails to clearly mention is that the "approximately 35% of the contract still incomplete" are all repairs being handled by PGT, the manufacturer, under warranty repairs. He is deceptively trying to make you believe it is PWD. Just like he tries to make the timeframe look like our fault, just like he published negative reviews under a false name. He has proved he makes a habit of being untruthful.

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