ComplaintsforProfessional Window & Door

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order for new windows and doors was started on February 2023. Fabricated items arrived 2 months later, installed in 3 days. Issues started when we realized it was the wrong windows (less thickness than agreed upon and paid for), and the company wanted to hide it. Once we brought it up, they tried to convince us to keep the wrong windows. Of course we declined and they had to reorder the windows for the correct sizing. Waited about 3 more months for the new batch, installation was another 3 days. This was now early August, it is almost October and we are still waiting on final inspection. Nobody replies to our texts or calls to even update us on what is going on. It has been this way ever since we declined to keep the wrong windows. No replies, no consideration of our wasted time, no offers of compensation, absolutely nothing.

  Business response

  11/18/2023

  ********************** initial window order took the expected amount of time to be manufactured (6-8 weeks) outlined in her contract and was installed in the estimated time we told her it would take (3 days).

  We did indeed inadvertently order the wrong window brand - easier to do than you'd think - and did not know until it was pointed out after installation.

  Contrary to ********************** claim - no attempt was made to hide anything at all -- and there would be nothing to gain by us supplying the incorrect windows - both manufacturers' price-points for the windows ********************** chose are the same.

  ****************** chose to replace her installed windows with her originally requested brand, and this was certainly okay with us, it was our error after all. 

  The correct type was ordered and installed at no cost to ****************** (but time) and installed as soon as they arrived from the manufacturer (again, in the time we told her it would take, for these: **** weeks); and the installation time it would take (again, 3 days).

  ****************** was not available for a suggested final inspection schedule date on a Wednesday and so we did not schedule it.

  She did not contact the company directly, or me, to say she was again available. 

  Once she did contact me, via email, her inspection was scheduled. Her final inspection with city passed as expected (but for a bit of administrative paperwork for us regarding the manufacturer change).

  While it is unfortunate that ********************** windows were incorrectly ordered, mistakes do happen. 

  I'd like to remind her that we provide a 2-year installation warranty along with her 10-year manufacturer's warranty and we wish ***** many years of enjoyment with her windows and doors. 

  Professional Window & Door

   

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with this company to have impact doors installed in our bedroom and off of the den area of our condo. Everything was fine with the order and the time frame. They were spot on in that respect. This is when things started to go down hill. The installation was scheduled for a 1 day in and out. The workers showed up late and their measurements were not correct. There was a lot of cutting and dust everywhere. My wife had to clean the place because the workers were sloppy and didn't clean up well. They couldn't complete the job in 1 day as promised and had to come back a 2nd day. After the install the doors would not lock. They were not adjusted properly. This caused a 3rd day visit to correct and the locks although do work feel like sub par materials. Then came time for the inspection. The inspection happened on April 20th. We failed the city inspection because the engineering notes were not in the packet with the permit. We rescheduled the inspection for yesterday April 28th. The owner of the company **** ****** has been less than satisfactory with his communications. He is crashing and rude and is trying to put this on us as homeowners. I started calling and texting him after 730 on Thursday 4/28. His response was that he would let me know when they have an inspection time. I sent messages to him at ****, 12, and 100 and then he finally told me they had to reschedule for Friday 4/29. The city sets their schedule at 730 I know this because I called the permitting department. The owner of the company lied to me all day and strung me along prohibiting me from doing the other things I needed to get done on my only day off of the week. It is my belief that this company has no intention of correcting or completing this job. So I am asking to have my entire paid amount refunded so I can have a qualified window and door company replace the sub par product that failed the city inspection. I have paid over $7000 to this company.

  Business response

  05/25/2023

  ***************,

  My name is ***************************, I am the owner of Professional Window & Door.
  Having never met you, and only having met your husband ***** briefly while dropping off plans for an inspection early one morning, you can imagine that I am taken aback by your outrageous and false characterization of me and my staff.

  So,Ill remind you here: ***** precisely measured your home for the *** sliding doors; the fit is excellent (and I am a hard man to impress), the installation by ******* and ***** was without any flaws. Indeed, ***** found a discount for you through ***, kept your home spotless she also spent time on the job ensuring it went smoothly. Your project was started on the day you requested and completed on schedule in the two days we promised.

  There are certainly no missing parts to your doors whatsoever.

  If,somehow, you are having a problem with a door lock, you did not mention it to my staff - who test all parts for correct operation (especially locks) while on site. Nor did your husband *********************** report any problem when I was there the day of your final inspection after work was completed...So, if somehow, you are having a problem with a lock, call the office. Your sliding glass doors and our work is fully warrantied.
  

  My staff shared with me the abuse they took at the hands of ***** and you while on site. Frankly, had I known this earlier I would have pulled them off the job, cancelled your project and returned your money. You and husbands verbal abuse toward the young lady managing your project was disgraceful, abusive, and is wholly unacceptable. You appeared to them to be impaired possibly due to your continuous marijuana use.

  Yet,despite the hostility they encountered, *****, ******* and ***** installed a timely, complete, clean, and perfect job for you.
  

  After learning of the extreme abuse my staff (*****, ******* and *****) suffered at the hands of you and your husband ***** I offered each of them a $100 bonus specifically for their hardship on the ****** project.  
  And in our most recent staff breakfast meeting we addressed your project specifically so that if they should ever again encounter any sort verbal abuse, physical abuse, or mistreatment of any kind from anyone on a project they may simply leave the job and contact me and they will have my full support.
  

  We wish many years of enjoyment with your new sliding glass doors.
  

  Sincerely,
  ***************************
  Professional Window & Door

  Customer response

  05/25/2023

   
  Complaint: 19994016
  
  I am rejecting this response because:
  This owner is not being truthful about anything he is stating regarding any disrespect to any employee.  He is a liar and a shady business person.  As far as my wife's medical issues and treatment that is none of his business.  I do not wish anything from this business or that person.  I did not embellish my original statement and stand by my comments.  There is nothing further you need to do on this case.  Please close it
  Sincerely,
  
  ***********************

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