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Complaint Details
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Initial Complaint
10/17/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered replacement windows in April of this year expecting installation about this time. Windows are delayed. Rochester Colonial has said that installation will not be until next year. I am now selling my house and would like to cancel order. Rochester Colonial has refused saying that they are "in process". Windows ordered are standard windows. There is no way they are in process for three months. All materials would be standard and would be useable on any of the millions of windows that are produced.
Business response
10/18/2022
The customer signed the contact on May 6, 2022. The contract clearly states that the installation wait time would be 28-30 weeks, which would be late November to early December. All windows and doors that we sell are custom ordered for each customer and the manufacturers do not accept cancellations. We have informed the customer that we will be able to install his windows before Thanksgiving, within the contract time.
Anthony M*****, CEO
Initial Complaint
04/12/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Last year we ordered couple windows from that company to change at our house. We had a person to come in and make measurements of the windows. As a woman, I dont know anything about it. So I trusted the company. Unfortunately windows came almost after 3 month, and with a wrong sizes, much smaller than they have to be. My husband and I were very frustrated, I called the company and we tried to find a solution. We met with manager and he said they did to the closest measurement. My husband and I were shocked, how that can be, a person comes to measure the size of the windows and they make to the closest measurement. That is something strange. We could go to any store and buy any window to have a closest measurement, but we wanted exact size, that’s why we turned to that company and trusted them to do a best work, but we were very frustrated. They promised to redo windows, but never did and it last for six months or so.. telling us they are back on order. Then I called them and said that we want to cancel that order with them and have our money back, so they never did it. I called and texted to manager about it many times, he sent me email with the attached paper with some kind of prices but no where it says they are giving money back to us. I tried to reach the manager about it many times, he only says he will call me back, and it last months. So I need help to solve the problem with company and have my money back and they can pick up wrong sizes windows. PS. Also when we found out we got wrong size windows, I wanted meet personally with the manager and went to that company. As by the words of one of the workers, the manager wasn’t there, and on my way back, I was thinking about the situation, and got into car crash.. now my insurance is three times higher, than it was. It’s all due to that company making wrong size windows. We lost their trust and will not recommend to anyone to hire this company.Business response
04/13/2022
Dear Ms. *******,
We are in receipt of your complaint. I will research this matter and reply no later than tomorrow.
Sincerely,
Tony M*****, CEO
Business response
04/14/2022
We regret that the customer has been unhappy with her experience. We feel that the contract she signed is clear and that we have lived up to all of our obligations. Nonetheless, our sales manager did go to the customer’s home to listen to her concerns first hand. In an effort to resolve this he sent a revised contract, which the customer has attached to this complaint, in which the customer would keep the very large eight-foot by almost five-foot Marvin Integrity casement-picture-picture-casement window, with which they are happy, and return the three other windows. We in turn would cancel the 50% contract balance. We believe this is a very reasonable resolution, but apparently the customer feels otherwise. As a gesture of good faith we would be happy to visit the customer again in a continuing effort to reach an amicable resolution, and we will contact her to follow up.
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2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.