Complaints

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• Initial Complaint

  Date:09/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I signed a contract 4/6/2023 to have 36 windows replaced in our home. We had had a garage fire 12/2021 that had damaged all our windows on the back side of the home, and we decided to invest replacing all of our windows. The home was built in 1941 with all original windows. With the instillation, that ended 9/1/2023, all of the trim around each window was damaged. They had to tap out the wood work to make room for the new window and then tapped these pieces' back in to the trim. I assumed this would be repaired before they finished. To our surprise, the company would take no responsibility in the repair/damage. With that, I had Elk Creek Painting Ind. provide me with a quote for the repair of all of the window trim damage. This amount was subtracted from our final payment to this company. Dave, the salesmen and owner, is not accepting this arrangement. His last mailing I have attached. He has intimidated us into believing our warranty will not be activated. I spoke with the owners of Vinylmax who have assured me the warranty is in place. Thank you for your time with this.

  Business Response

  Date: 10/09/2023

  
  ********* ***** ********** *** **** ** ******* ** ***** 
  
  Pursuant to the complaint dated 9/24/2023, I am writing to respond to the allegations made by the above-captioned individual. 
  On April 6th 2023, ***** *** *** ********* signed a contract for the replacement of 36 windows. I priced both double pane as well as triple pane and the ********** chose triple pane. The installation started on July 5th 2023, with 35 of the 36 windows were installed by July 14th 2023. The 36th window had come in too short and had to be remade. On the second day of the install, **** ********* informed Brad, the lead installer on the job that there were supposed to be 2 door sidelites included in the window job. This was not true, as it was not on the contract. I did measure the sidelites during our original meeting but I told Mr. & **** ********* that I wasn't sure I could get the sidelites and did not price them. I told the ********** that I would check with my 3 main suppliers to see if I could get them and would contact them if I was able to get them (please refer to the quote sheet). During our April 6th meeting, I informed them that they may be better off contacting Schaal Glass Company about replacing their sidelites. After Brad inform me of his discussion with **** ********** I then spoke to her on the phone and informed her the sidelites were not on the contract and I was unable to get them from my main suppliers. I mentioned Schaal Glass again and **** ********* stated that she did not want to go that route and was disappointed. To try and resolve her disappointment, I contacted 6 different window manufacturers, for a total of 9, and was finally able to find a manufacturer, who would make ones her size. As alternative, I also priced glass block but **** ********* decided on the window sidelites. I asked for and received a text conformation of agreement to price of $1733 for 2 sidelites installed. 

  On Monday, August 14th, I informed **** ********* that the 36th window and 1 defective sash would be in the following Tuesday but I wanted to wait until the sidelites were in before finishing the job. **** ********* responded with a text asking if we could install without leaving her trim a mess and that she had conversations with other people who did not need to do any work after installation. I responded back by text that we didn't finish capping the outside trim because the 36th window was part of a group of 3 and we wanted to cap them all at once. She texted back that she was talking about the inside trim. At this point, I called her and explained to her that installation depends on the type of the original window. Windows are not all installed the same way. Her particular windows in the main house have an inside stop that is removed so the new windows can be installed and then the stop is put back on. The installer uses a razor knife to cut the paint seal before the stop is removed. Sometimes, the paint 
  cuts cleanly and other times a little bit of paint comes off when the stop is removed. There may be some touchup needed by the customer if this happens. If you have stained trim, there would be no paint seal to cut and piece would come off clean. If you have windows with plastic tracks, there would be no stop to remove and some windows have an outside stop to be removed so there would be no touch up necessary on those types of windows. We had to install new stops on the inside and outside of the windows in **** *********** sunroom, for we were changing from casement windows to double hungs. We discussed how the vertical mullions had to remove first and then the new stops would be installed and that they may not hide everything, so some painting might be required. I asked her to think about how feasible it would be to try to match all the different colors in all the different homes we do? She alone had several different colors. On Tuesday, August 15th, **** ********* texted "Forgive my outburst. The windows are awesome and we are very happy with them. I understand you need to wait on the sidelites before you return." 

  I texted that the sidelites would be in the following week and that I would touch base when I had them to setup the install. **** ********* responded "Perfect. Thanks so much." I contacted **** ********* and setup the install for August 31st. 
  On Friday, September 1st, we finished the install and I asked **** ********* to give Brad a check for the balance made out to my company. She responded with a text stating that she was subtracting $1200 off the balance for the repainting of her window trim. I was completely surprised as I believed this matter had been settled after her previous text stating how very happy they were. As far as I am 
  concerned there was never any arrangement regarding the window trim and contract clearly states that painting and staining is not included. 

  The 35 of the windows were in the house for 40 days, before I heard of any issue with the trim. The following day, I was informed by Brad that **** ********* had him remove her front storm door and cap the front door, stating that I had authorized it as part of the sidelite installation, which was not the case. Bard was unable reach me as I was in an appointment, so he took her word for it and did as she requested. After learning this, I added in the additional cost for this service on her invoice and mailed it to her. 
  

  Regarding **** *********** complaint about having a warranty, VinylMax emailed that they ship warranty parts at the dealer's discretion and if the homeowner is making a direct claim, they must provide BOTH the serial number from the window AND the original purchase receipt. 

  The total outstanding balance owed by Mr. & **** ********* is $1390.00. I expect prompt payment. 
  Very truly yours, 
  David S******* 
  

  
  

  
  

  
  

  
  

  Customer Answer

  Date: 10/15/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  ***** *********

  Customer Answer

  Date: 10/23/2023

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  My husband and I had a garage fire that burnt to the ground 12/2021. As a result, all of the windows on the backside of our home were cracked/broken due to the intense heat.
  
  We made the decision to replace all of our windows, took out a loan, and researched estimates along with company review.
  
  The damage done to our home was not described in the contract. This 1941 home has it's original window trim. If we had known they would all be damaged, we would have not contracted with this company.
  I choose not to respond to the comments about our communications had via text/phone as they are taken out of context and filled with falsehoods.
  
  The storm door removal was a conversation with the installer and was as simple as asking for the removal and him saying sure. 
  
  This charge of $190 for the storm door removal has been paid for.
  
  The damage to the 64 window frames in our home was not in our agreement. 
  
  This business practice is unacceptable, and had we been informed of the damage to come, we would have gone with another company. 
  
  Regards,
  
  ***** *********