ComplaintsforRegina Window & Exteriors

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a quote from RW&E for ******** windows for our gazebo & a window in our home After some back and forth, we agreed on a price A deposit of $**** was made We were told approximately 6-8 weeks We called around 5 1/2 weeks just to inquire if the windows were on schedule no response We then emailed at 6 1/2 weeks, no response We did call twice after that, no response We finally heard from them saying the windows were in & they would call us the following Monday to arrange install We did not hear from them We called late in the day and were told they will be coming in the morning Install of the gazebo did happen over 2 days They were to return on day 3 and 4, they didn't and did not tell us they were not coming Again, we had to call and were told they'd contact us Monday or finish the job on Monday No installer came & no phone call for 3 more days We then received an email stating they are busy & will contact us 'when' they can finish the job We responded to the email stating the windows in the gazebo did not open/close very well, the door window was very crooked & if they could confirm the size of the house window We received very rude emails from the company & owner We had never been rude, only contacting them many times as we never had any communication from them We then received a rude email from the owner saying he was done with us & will not install the house window When asked about the concern/warranty for the gazebo window, he again said he was done with us Soon after we receive a revised invoice, (we are not sure where the numbers came from) We did not contact them again. Several days later we received a rude phone call from the sales rep asking when the invoice will be paid We replied we're not sure We were then threatened that they will be coming to our property to remove the windows & putting a lien on our property and taking legal action We will not pay the remaining balance until the windows are fixed and warranty is honoured

  Business response

  08/07/2024

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

  These people talked down to everyone in the office to the point where we said we're not going back. We completed their Sunroom/Gazebo in record time just to shut them up. 

  They we told 6-8 Weeks before it even lands, and they were constantly calling at only 5 weeks in. They weren't even next inline for the install but we did them ahead ******* **** ***** **** ***** ******** ****** **** ***** ****** ** *** ******** **** **** **** ***** ********************** *** ******** **** *** ****** *** *** **** *** ******* ***** ********* ** ******* **** ******** ******** *** ****** **** **** ** ******* **** *** ********* **** **** *** ** **** ****** ** **** ******** ****** ******* 

  We were going to do a cut in house window besides the Sunroom windows, but we'd just had enough of the constant barrage and nonstop badgering so we just decided we'd had enough of these people under the "unreasonable" clause as we couldn't please them, or shut them up. 

  We bent over backwards and now they're flat out lying. ********** ** *** ***** **** **** ***** *****

  We gave final invoice for Sunroom completion and they just in Legal Terms REFUSED to pay, or in they're word's "We'll see". *** **** ***** ** ********** *** **** *** ***** **** **** ****** *** *** *** ************* **** ***** ** ******* *** ******* ****** *** ******* ******* ** *** ******* **** **** *** *** **** *** *** ****.

  Its been done on a Gazebo which is not attached to the house. ***** was not rude when he called, neither was the crew, ***** ** ****. ** *** **** ***** **** ** ** *** ** ***** *** ******** ******* ** ***** **** ** **** **** *** ******** *** ** *** *** *** *********** ** ***** *** *** ** ***** *** ******* 

  *** ****** **** **** ***** ****** **** ***** ********** ********** *** ****** ******* ****** ******** ****** **** **** ** ***** ****. They have the product/service/instal. Everything else they caused. We will do no more work, we haven't even got paid for Sunroom. 

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

  Customer response

  11/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The gazebo windows are incredibly difficult to open and close.  The window on the door is very poorly made and installed crooked.  The company has refused to fix the problem and provide the warranty.  We will not get into the he said/she said.  We were never rude or talked down to anyone.  The communication was incredibly poor so we did phone I believe 5 times over a 4 week period to get information regarding installation.  The 'invoice' has numbers we had never seen before and the no tax quoted and agreed upon in emails is included in the revised  invoice.  According to this invoice, minus the taxes, we  have paid over 2/3 the total price.  In regards to the threats, the RPS has been contacted.

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

  Business response

  12/07/2024

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

  In their own words they say paid 2/3rds only of Balance on our completed work. Also previously said not paying. And then said contacting RPS? 

  So you have a company do a Sunroom. Ask us to do a house window. We refuse to do anymore work for these people yet they say we abandoned job site. We left after we completed their Sunroom. Period. We were going to go back and do a cut in window in they're house (different from Sunroom) but cancelled as we'd had enough. We finished the job weeks ago and only they're own opinions seem to matter. *** ** ***** **** ******** ******** **** *** ***** ********** ***************** ****** * ******* ** ****** *** *** *** *** ****** ** *** *** *** *** **** **** ******* ********* **** ** *** ****** ** ***** **** ** *** ******* *** ******** ** **** ****** *** ******* *** *** ***** 

  If we talk to RPS it would strictly be to check if because its not attached to the house, can we just go take it down, retrieve our product not paid for. We are not responsible for any service or even warranty if the attitude and payment aren't received or changed. 

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

  Customer response

  12/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  As stated previously, we will not pay the revised invoice (minus the taxes) until the windows are fixed and warranty is promised/provided.

  RPS instructed us that if the company were to arrive at our property, we or any of our neighbours, who are aware of the situation, are to call 911 immediately as it would be considered breaking and entering and theft.  They also recommend we kept all footage from our security cameras. 

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

• Initial Complaint

  03/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am upset with this company's poor communication and avoidance regarding my warranty claim for our new front door. Over the past year I have left numerous phone messages and sent several emails. Mostly there is no reply to my emails or phone calls to the company. On a couple occasions when someone does answer the phone and I speak to them directly they say they will get back to me but then do not. Our new door was purchased from and installed by the company in Jan 2021. When it got cold later that year in Nov 2021 we heard a loud crack while sitting in the living room then later saw frost coming through the latch side door seal and side-light window seal. It looks like the latch side-light frame cracked. I put a long straight edge against the inside of the frame between the side light and the door and notice that it is bowed. After a couple unreturned phone calls I emailed in January 2022 and then called again and spoke to them and they assured me the warranty was good and someone came from the company to look and take measurements in Jan 2022. After a few more unreturned calls I emailed again and then did receive a reply to the email that they were looking into the warranty in Mar 2022. Since then all my messages have not been returned. On Nov 1, 2022 I was finally able to catch someone on the phone again. He was not aware of my situation but said he planned to get back to me but then did not. Since then I have left another phone message and emailed again but there has been no response from the company.

  Business response

  06/02/2023

  I have finally received word from ****** that your door slab is in and i will call you when I have time to install

  Customer response

  10/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *********

  They say they will contact me when they have time but did not contact me yet.
  
  Sincerely,
  
  *** ***********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩