ComplaintsforWindow Concepts, Inc.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our contract with window concepts stated a completion date and 6 months and a crazy amount of phone calls , paying them about 93% of the ****** dollars asking for completion, correcting of poor workmanship. *** asked for a waiver which they refuse, also a personal guarantee from the owner due to me catching them installing a inferior look alike but not as quoted to get the *** company warranty which now does not apply because of what they did, I also specked the gutter guards again getting a cheap product after months of complaining they replaced the back gutter with the specked one but left the others telling me no more than telling the sales person ***** who lied about everything not telling his boss who was standing there I was correct. **** says hes done telling me to deal with the salesman who lied to me to date I have a front roof valley which they insisted they would do because the crew needs to keep busy, I wanted them to wait until we did the roof repair well they really ruined it never fixed the mess siding it took me a bunch of phone calls and arguing about a garage door framing and siding, finally they came back out after months to repair and fix the mess it took them 2.5 hours and I spent 10 trying to get it done and I had to go buy the materials . Caulking wasnt done many pieces of trim were not completely fastened. I can go on but I think everybody has the idea Thank You I was hurt during the end of construction and my wife paid them, there lucky because I would have held it back . Wondering how many people or seniors they have done the same to that never knew what was done to them .i am scheduled for open heart on the 19 th of April so please leave a message on my phone or my wifes ************ or email ********************* thank you

  

  Business response

  04/16/2024

  Our response to ******************************* original review:
  We have been to the residence many times to address concerns mentioned by *************************** causing the delay which was beyond our control.  *************************** claimed that improper underlayment had been used on his home after the shingles were installed, thus voiding the warranty.  He refused to have our sales representative back to his home therefore the owner went out. We had addressed each concern and even completed additional work that was not contracted, at no cost to customer as a sign of good faith.  Additionally, the owner expressed to *************************** if the warranty was voided through the manufacturer Window Concepts would personally cover any damages the underlayment would be responsible for.  On 3/19/23 we had prepared and notarized a waiver of lien to release to *************************** upon final payment however, he refuses to pay us the remaining balance.  In accordance to the law, we can not give him the lien as it implies we have been paid in full and that is not the case as he admitted he, "Paid them 95% of the money".  Upon further review of his file, we have found the underlayment that was ordered from and delivered by the distribution center is the correct underlayment for the shingles used and written in the contract.  In fact, the shingle manufacturer mentions the exact material used in their installation guide.  We called *************************** to inform him the installed  shingles would continue to have the manufacturer's warranty (no longer needing to trust our word) and he claims were lying.  He mentioned he had a picture of the box the product came in but refused to share it with us.  In this case, if *************************** is correct we would need that proof to present to the distribution center who would then be liable for the error.  But as noted he refused to provide us with any proof of wrong doing.

  
  In response to his complaint:

  ***** was due to unforeseen circumstances not solely our responsibility as many disruptions were caused by his personal issues.  In his review he stated he paid us 95% of the money now claims 93% of $79000, when the contract literally shows $48000.  As previously stated, waivers are given once we are paid in full, since he admits to not paying us entirely we will not surrender the Waiver of Lien until we are paid accordingly.  We purchased and installed CertainTeed products outlined in the contract therefore his referenced to ******* product mentioned further adds to the confusion regarding this complaint which is why the owner has referred him back to the sales representative.  The valley is also included in the contract so unsure why he was told the crew needed to keep busy when the contract preceded work performed.  As for the other items, we made several attempts to make the customer happy, at times refinishing areas after installing to his liking and him changing his mind.  We are at a complete loss as his claims do not match the contract, receipts and events that took place.  I have included documentation to validate our response. 

   

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I will never use Window Concepts again. I have been waiting for exterior shutters for over two years. During this time, I have placed 10 to 15 calls to the general superintendent and the owner but have only been given one excuse after another. I think they hope I just go away.

  

  Business response

  12/07/2023

  We have reached out to ***************** to address and resolve the issue and he is happy with the result.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered windows on 6/23/22. A replacement bay window and replacement windows on the side of the house. I specifically wanted a bay window with double hung windows in it. ******** the salesman tried to talk me out of the double hung windows, but I was very adamant about wanting them. ******** called someone to verify the company could do that, he said they could. I picked a color for the window, and we moved onto the side window. I got 3 pieces of paper before he left. A time frame of late September/October. I called October 25 to ask when the windows would be in. I was told "they just came in." They had the contractor call me to set up installation. 11/10/22 the contractor came. they had the bay window off the truck all wrapped up. I went in my bedroom while they worked. I was studying for a test. I came out later, the bay window was in, and it had casement windows in it. I made a comment to the contractor about double hung windows, but he had nothing to do with ordering the windows, only installation. It was too late; my original window was already in pieces. The bay window was much smaller in depth, it has casement windows and the wood inside is unfinished, also had a defect in the wood. I called and left a message the next day, Friday. No one called me back until the next Tuesday and only to get a payment. I told the girl how I was dissatisfied, and she immediately put the owner on. The owner of course was so surprised, ******** is his best salesman, can't understand what happened, didn't offer any solutions. The owner distracted me by talking about my personal situation with my deceased husband. Said they would have the contractor come fix the defect. I waited for the contractor to call, finally I emailed a letter to the company on 11/28, no response, email again 11/29. Contractor coming 12/1 to fix defect. Owner is on medical leave now. They received payment and now are prolonging my complaint.

  

  Business response

  11/30/2022

  Being that we work remotely on Fridays, the message ******************* left was not reviewed until Monday and placed on the owners desk for further action.  ***** did not return until Tuesday when ******** called for payment. When ******************* expressed her concerns *************;referred her to the owner immediately.  ***** was surprised by the alleged error on ********* part.  He looked over her file and offered an explanation as to the reasons ************* were a better option, pointed out where our contract states "Painting, staining and/or decorating is not included." and reassured her we would have our ********* out to do the service as soon as possible.  They spoke of her personal situation and we believed at that time she was satisfied with everything pending the completion of the service.  We gave the service to our ********* to schedule the service.  ******************* did send an email on 11/28 to which we replied on 11/29 offering an apology for our lack of communication and explaining the medical crisis the owner is facing.  Considering we have been in communication and our ********* has already scheduled the service we were surprised the customer feels we are prolonging her complaint as everything she discussed has been addressed.

  
  

  Customer response

  11/30/2022

   
  Complaint: 18479024
  
  I am rejecting this response because: 

  I am not satisfied with the bay window. It is not what I ordered. Why do I just have to accept that they ordered whatever window they wanted to order. It is not the window I wanted. They can keep saying it is a better option, but it is a window I have to look at everyday in my home, and again, it is not what I ordered. It is also much smaller than I expected, which was not mentioned to me either. 

  Why should they just get away with doing business that way? 

  Just because the owner got on the phone with me and tried to calm my anxiety by talking about my personal tragedy, does not mean I was satisfied. It means he distracted me from the fact that they ordered the wrong window. 

  Again, the defect in the wood that the contractor is coming to fix has nothing to do with the fact that I got the wrong window. 

  ******** had called me to set up a time for the contractor last Tuesday and said she would call right back and never did. The contractor didn't attempt to call me to make an appointment for the defect in the wood until yesterday after I sent my second email.  

  This complaint has nothing to do with the contractor. It is at the company and salesman. 
  
  Sincerely,
  
  ************************************************

  

  Business response

  12/01/2022

  As previously stated, we are waiting for the service to be completed as well as, *****'s return from medical leave which strongly contrasts with the origin of this situation that we have been prolonging her complaint. 

  Customer response

  12/07/2022

   
  Complaint: 18479024
  
  I am rejecting this response because: Are they just going to keep sending the same response, thinking that this will just go away? They are prolonging a response. 
  
  Sincerely,
  
  ************************************************

  

  Business response

  12/15/2022

  I do not understand what ******************* thinks we are trying to prolong?  She had alredady spoke to the owner 11/16 and he believed everything was fine.  Since her complaint we have engaged on every level to make her happy with the exception of speaking to the owner, again, who is currenty indisposed due to a medical crisis.  To  reiterate, "we were surprised" by this complaint as well as her desire to seek compensation for our lack of communication.  I do not know what other response I can offer at this time to satisfy ******************* but I will make her situation a top priority.

   

  Customer response

  12/19/2022

   
  Complaint: 18479024
  
  I am rejecting this response because: They have done nothing to try to "make me happy" besides emailing me to try to make me have another phone conversation with the owner, which I declined and said I will do all communication thru email, since the owner manipulated the last conversation towards my personal problems and then assumed "everything was fine". I was told the owner does not use email, so now his assistant sends me long examples of why I got a window that I did not order and why the window "seems smaller to me" and no one communicated that to me. Is the whole company at a standstill since the owner is out with a "medical crisis". Yes, I believe this is being prolonged.
  
  Sincerely,
  
  ************************************************

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Used home advisor recieved call from window concepts from ******** set up appointment the next day today Tuesday for 12 oclock for a estimate on siding the *************** came out way overpriced on the siding tried to push for me to take the job my budget was not ****** way Overpriced and he took offense to that.whining that he drove all the way out to my house ?? for nothing. It was a free estimate sorry your price is not budget very unprofessionally

  

  Business response

  05/18/2022

  We're sorry for the unprofessionalism shown by our salesperson.  Please know this will be addressed with ****, as well as, our entire team as a training tool to insure better service.  Driving to clients homes to provide an estimate is in fact part of our business model regardless of whether or not a contract is signed.  Apparently this fact was forgotten. Concerning the pricing, our industry has seen obscene increases since the pandemic.  Not to mention extended lead times.  We choose to sell products that are higher quality even though this will not fit into everyone's budget.  The estimate given is representative of the current conditions dictated by the manufacturer of the products we sell. 

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