ComplaintsforMidwest Windows Direct, Inc.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Doors were ordered and took 4 months to get installed. Incorrect storm door was ordered and installed. All 3 doors were not installed properly. Having issue every time we use these doors. They ordered replacement storm door and it took another 4 months to arrive. They noticed that they received again wrong door. Since then no follow **** It's been 3 months. No call, no reply to the email. Not sending service to fix other doors.

  Customer response

  06/05/2023

   
  Complaint: 19370659
  
  I am rejecting this response because:I am not agree with business reply. Because he asked me to pick a color for the storm door and they either ordered incorrect or received wrong product. It's not customer's fault. Please see the attached email. 

  
  

  Please let me know if you have any questions

  
  

  Sincerely,
  
  ***********************

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The exterior door that was installed by this company has experienced issues with color fainting and issue with the closing mechanism in which it does not close securely. I have contacted ***** and his team and was promised a replacement since March 2022. He does not respond neither his team

  

  Business response

  09/28/2022

  Midwest Windows order a replacement door for this customer, once we arrived the customer did not accept the door because he stated it did not match the side panel that was installed years ago. Midwest does not make entry doors and its a warranty to claim to the manufacture. The manufacture denied the warranty claim and Midwest agreed to order a new side panel for **** from the supplier and we would eat the cost. We place the order back in August and once the side panel comes into the warehouse we will install the side panel. ************ was explained on September 19 that the door was on order and once it comes into the warehouse we would schedule ************. We have no other resolve but to wait for the order to come into the warehouse. 

  Customer response

  09/28/2022

   
  Complaint: 18135807
  
  I am rejecting this response because: the issue is with the whole door and not just one panel. Yes, ***** has ordered one part that when his team tried to install was completely of different color than existing door, and did not match the other existing panel that they tried to keep. See attached picture. They left the door in my garage and told me a new panel will be ordered. I have been following with ***** and his team since and they keep giving excuses for delivery and now they don't respond to my emails, phone calls, or voice mails. I even had asked for a technician from his team to come and service the current door since it is not secure and they have not responded. They don't respond to my issue. I have tried solving this in a friendly way with this business and they are not helping 
  
  Sincerely,
  
  *****************

  

  Business response

  09/29/2022

  We have explained to this customer several times as soon as the ******************** come into the warehouse we will schedule the installation of the side panel and entry door. We have no future updates at this time. 

  Customer response

  10/02/2022

   
  Complaint: 18135807
  
  I am rejecting this response because: Midwest team have given me installation dates that keep changing and now they don't want even to provide a date. I have issue with the door they installed and I need them to provide an installation date. You can see their customer service style and how they don't commit to resolve issues. I have been waiting for this installation since March.
  
  Sincerely,
  
  *****************

• Initial Complaint

  08/25/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On July 27,2022, Sales person *********************** from Midwest Window and doors, came to my house to give me the quote for new windows for my house. we both agreed the price of $29,250.00 for 40 casement windows and on July 29,2022, I signed the contract and initial deposit of $8000.00 was given by ck # ***. I was told that someone from Midwest will contact me for the final measurement of the windows. On August 11,2022, person name ******* from Midwest came almost after 6 PM to take the measurement. On August 15 around **** AM I received a call from Sales person Raju that Midwest is not honouring the contract because it's a low margin contract. Midwest do have a term and condition that if there is any calculation or estimating error then they have a right not to accept the signed contact but in this case there is no mistake of calculation or estimates. It's merely an low margin contact which sales person Raju should have consulted Midwest before making an contact. I did not force him to sign. They have not cashed my check and I did not received any written cancellation within ********************************************************************** pricing. 10 days after discovery will be August 21,2022 and today is August 25,2022 and still I did not received any written confirmation or my deposit ck back. Sales person **** was telling me that in the past Midwest did take some low margin orders but now they have more business in hand so they are denying. I told him that it is not a good business policy. Plus none of the time I was told about cancellation. The signed contact is a binding upon both customer as well as contractor. In this case I cannot cancel signed contract after 3 days of signing but contactor can cancel even after 17 days because contact was signed on 07/29/2022. I don't think there are two different laws in this country, one for customer and one for contractor. All laws are meant equal for both the parties to the contract.

  

  Business response

  08/26/2022

  The contract was written on July 29,2022(attached shows the proof) and was turned into the office on August 1,2022 by our sales person Raju. We immediately contacted the customer and informed him that we could not process the order nor accept a deposit due to pricing error. We requested an additional $5,000 to proceed with the contract and to cover minimum expenses or we needed to cancel the order. ************** stated he was on vacation and will discuss the project once he returned back from vacation. Once ************** returned from vacation our salesperson received a call from ************** to discuss the project and requested we send someone to reevaluate the order, our salesman explained that we needed additional funds to move forward or we would cancel the order. We schedule a our measure technician ******* to come out on August 11,2022(attached are the documented proof). On August 12,2022 ************** was informed a third time that we cannot do the project with out additional money and that we would be canceling the order. ************** was made aware of our pricing error way before 10 days and has been trying to force us to keep the order. We never deposited his check and returned the check via mail. 

  Customer response

  09/01/2022

   
  Complaint: 17768931
  
  I am rejecting this response because: The information given by Midwest is not right. Original order was written on July 29,2022. ************* was telling me that he wants ****************** to measure the window before it goes into production. I was by **** that since ****************** is on vacation, it will take some time to come and measure the windows. Finally on August 11,2022 around 6 PM ******* came and measure all the windows. **** did mention at the time when he wrote the contract that this order is low margin but in the past company did take this kind of order and he will convince his owners to accept it. 

  I was never told by **** or anyone from Midwest that because of low margin order they will not process. And if that was the case then they should have rejected my contract within couple of days not after 17 days. Plus, this was not an estimated error or mis calculation. ************* knew that it is low margin order and still he took it because the order was big amount, and he wanted some good reference from me and with that said I did give good reference to my family member and **** got the order. I was never told by anyone from Midwest about the cancellation because it was a mistake, in fact Midwest kept my signed contract and the ck in their possession and was returned on August 24,2022 (after 26 Days). It is an discrimination because in the past Midwest did take low margin orders and mine was a low margin according to the Raju. They want $5000 more to do the job while my question to them is that, suppose i signed the contact and then I want to negotiate the price, do you allow me to do it. A signed contract is a binding between the customer and the contractor. So respectfully I am agreeing with their decision or reply because that is not correct.
  
  Sincerely,
  
  ***********************

  

  Business response

  09/07/2022

  All the information in this responses is none factual, we have provided written, dated signed documents as proof of dates. Midwest Windows declines to work with this client due to pricing errors and we refuse to work on a non profitable project. 

  Customer response

  09/11/2022

   
  Complaint: 17768931
  
  I am rejecting this response because: All the facts provided by me is real. When salesman **** came to my house on July 27,2022 for the initial measurements of the windows. He took all perfect Measurment's and at that time we both discussed the price and he accepted because there was another contractor who was willing to work at the quoted price of $29,250.00. The second contractor install the same window, which is Climate Solution with LOE3 ********** so salesman Raju agreed that price since Midwest also installs same windows which is Climate Solutions with LOE3 gas. So even though estimates were low, salesman **** accepted the quote and told me that he will call me back so that we can write final contract. ************* sends me a text message on Friday July 29,2022 that he is coming to my hose at 10 AM to finalize the contract. On July 29,2022 around ***** he drafted the contract and took $8000.00 deposit by ck #*** and balance of $9250.00 by credit card and rest balance $12,000.00 in cash. Midwest has supplied the measurements documents are not the same as salesman **** wrote in his first visit to my house. The documents Midwest has provided, is the measurements which the guy's name ******* came to my house after ************* took the initial measurements. So, Midwest should have known that the first initial measurements which salesman Raju took is a very low margin order and they should have rejected right away. But Midwest did not do that way. They waited almost 13 days after salesman **** submitted the order with my signed contract and deposit ck.  My wife and my mother were present when salesman **** was drafting the contract and also, they are the witness that salesman **** was telling me that even though it is a low margin order, his company will accept it because in the past Midwest did work on low margin orders if the order is big. I wonder what kind of business policy Midwest has because in this kind of service or retail industry normally company does accept any work done by their salesman since the salesman represent the company and the customer accepts what salesman is providing.  In this case Midwest is not honoring the contract written by their own salesman because they do not have a high margin. I was working in retail for almost 27 years, and we also accept if our staff makes any mistake and sometime, we have sold the product below our cost because our staff made mistake and we never argue with customer. In this case ********************** thinks that always they are right, and the customer is wrong if there is any problem. I don't think American businesses stands on this.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract date 4/7/22 for Bay Window, the company did not honor the contract. Window was not installed within the contract date 7/7/22 . Company stopped Communication. I paid $1886.67 down payment and then I paid $2273.32 total of $4159.99. This company has every excuse in the world why it cannot be installed at this time. My resolution is I want a full refund ASAP. This company has breached a binding contract of installation. The contract stated 12 weeks to 12 weeks which ended 7/7/22. I held back $1500.01 final payment. However this company already has $4159.99 of my money that I want to return to me ASAP for doing absolutely nothing. All documents are attached.

  

  Business response

  08/11/2022

  ******* signed a contract with us on 4.7.22, and we successfully measured her home on 4.14.22. We applied for her permit on 4.11.22 which need a revision at the request of the inspector and was resubmitted on 4.13.22. We ordered her windows on 4.15.22. The permit was issued on 5.4.22.
  We informed ******* that we were experiencing delays on orders due to manufacturing delays due to COVID-19. We have communicated via email and telephone with ******* to provide her bi-weekly updates. We have always provided her the date of 8.10.22 as the date when her order would come out of production. We are surprised and confused as to why ******* is filing a complaint since we have been in constant communication and providing in the moment updates. We stand behind our promise to install her window and to keep her abreast of all changes.
  If ******* would like to cancel, we are willing to provide a refund according to the signed contract under 7D Late Cancelation: There will be a late cancellation fee of thirty-three percent (33%) of the contract price, plus any costs incurred by contractor, for all late cancellations that are acknowledged and accepted, in writing, by contractor. If ******* would like to proceed, we will honor our contract and provide her a refund of $18.87. Another option is to allow us to complete the work because as promised *******'s order is ready for installation. 

   

  Thank you

  Customer response

  08/15/2022

   
  Complaint: 17598567
  
  I am rejecting this response because:

  This Company clearly breached the contract, my contract clearly stated to be installed in 12 weeks that was of April 7, 2022 ending date July 7, 2022.  I did not agree to any other date month or year for my windows to be installed and I clearly waited until the contract was breached by the company. My bank already did a reversal of $2273.32 and I would like for Midwest Window Direct to refund the balance of my money of $1886.67 to make me whole for breaching the contract. I have my contract stating just as I mentioned. I will be submitting all documentation and the contract that was signed on April 7, 2022.
  
  Sincerely,
  
  ***************************

  

  Business response

  08/19/2022

  Unfortunately we are not willing to refund the project, we have ordered the windows form the manufacture and the windows are here and ready for installation. The customer has already received partial refund because it was disputed by her bank. We have also been in communication with this customer via phone and email with a completion date.  The windows are here as promised and we are willing to install the windows within a week. Attached is a email letting ***************** know the completion date. 

  Customer response

  08/25/2022

   
  Complaint: 17598567
  
  I am rejecting this response because:
  
  Sincerely,
  I did not Cancel the contract, the company Breached the contract. It is not my fault/or problem because the company didnt have the product to deliver on said contract date. Therefore Im am asking for my refund which Im entitled to. I will continue to pursue this issue until I am fully made whole. The company stopped all communication with with me once they did not fulfill their obligation and once I asked for a refund. The company changed the date of delivery after I paid my money which is unacceptable and also this is not I agreed to nor signed for in the agreed contract. And furthermore this company did not willingly refund partial payment, I had to contact my bank and have a reversal done. Also this company said they refuse to talk to me because they did not want to be recorded/nor e-mails they didnt want any documentations to prove their deceitfulness.

  
  ***************************

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company installed my windows, they are leaking water and they are under warranty and the company wont come to look at it or assess the damage or fix this without charging me a service charge to simply visit my property.

  

  Business response

  07/22/2022

  We have corresponded with ******** and ******, but we were unable to come to an amicable solution that would make them happy. We received the photos that ******** sent, and we reminded her that during installation we brought to her attention that the siding on the porch needed to be fixed. We then explained to ******** that we would come out for the service. However, if the service was not a windows issue, she would be charged a service fee. In addition, we explained to ******** that we would honor the warranty as always stated only if it is a windows issue. ******** refused the service and hung up. Since then, she has been slandering our business on multiple social media platforms (Yelp, FB, ******* under her name and under fictious names. The issue is with the one window that where we initially indicated that the siding was damaged and there are no other issues with any other windows.

  Customer response

  07/26/2022

   
  Complaint: 17550325
  
  I am rejecting this response because: they have never pointed out that there was an issue that needed to be fixed on the exterior. Why would I pay money for windows that leak into my home? This is simply a product that is not working and how would this kind of issue not be part of the installation? 
  
  Sincerely,
  
  *************************

  

  Business response

  08/01/2022

  We are simply stated what we have observed doing installation and pictures that were sent. We want to ensure that your home is not leaking water and we will service the windows. However if we determine after coming out that this is an issue with something that is completely different then our windows there will be a service charge. Since you are positive its the windows then you should be ok with us coming out to determine your problem. We are ready to get you schedule and not continue to write on ********* Yelp, BBB and ****** about this issue. Lets just get your service scheduled and we can go from there. 

  Customer response

  08/05/2022

   
  Complaint: 17550325
  
  I am rejecting this response because: I am not liable for paying you any money to validate or verify a lifetime warranty. You are not going to take my money to tell me that my house is at fault. It looks like your biased toward that end and you have already decided that I owe you a fee. Im absolutely not agreeing to those terms. You can come to my house for free of charge to assess the damages that these windows have. 
  
  Sincerely,
  
  *************************

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