ComplaintsforNME Builders

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  NME was hired as an Andersen window installer. Windows were delivered to front porch and had to be stored for over 30 days in the home. Upon installation the job was not completed appropriately according to Andersen. Windows were not insulated or sealed. Bugs are continually entering the home and water has entered the walls. Andersen has declared they voided the warranty on the work by inserting screws through the windows. All 7 windows, all trim and framing have to be removed and thrown away. Heating/cooling costs have skyrocketed due to gaps in windows. Master bedroom bed was broken after being moved across the room and cannot be repaired. $2000 to replace.

  

  Business response

  10/10/2023

  All the windows are being replaced. Andersen is stepping in after discussing with them they will replace all the windows at no additional cost. With regards to the bed, we did not handle the bed. 

  Customer response

  10/12/2023

  I am rejecting this response because: the master bedroom bed had to be moved to access the window next to the bed.  It was drug across the room and back snapping both supporting legs. I am not physically able to move it(spine surgery) and have not moved it since it was placed in that room. The mattress will no longer remain in the frame without those two legs. This bed was special order, 4-6 months, and cannot be easily replaced. 
  

  Extra materials were purchased by me on top of the original window price to frame and trim the windows. All of this material has to be removed and thrown away due to the negligence during installation. The wood and trim have also been damaged by water due to improper installation.

  Time was dedicated to childcare, pet care, cleaning and window finishing that now has to be paid for a second time to complete the job. This is not a closed issue. As the homeowner I will continue to come out of pocket to cover the negligence of this company. 
  
  Regards,
  
  ***** ******* *****

  

  Business response

  11/30/2023

  Windows that were existing were inserts that were filled in with caulking and mortar and then trim put around and was an incorrect install in the first place. We ordered inserts under the assumption that the frame was built right up to the existing window frame which was not the case. We thus had to build a new frame in the existing frame to accommodate the new replacement inserts. New trim had to be installed on the inside and outside which we created a change order for and was done. Our contract stated painting was by owner, painters typically caulk and seal their own work so called the job complete and asked the owner to get a painter who would seal and caulk. Owner insisted that we were responsible for caulking and sealing so for the sake of good customer service we agreed to caulk the inside and seal the outside.  We were able to caulk the inside per pics attached and when we tried to return to do the outside sealing the owner replied, per pic, that were to not do it as the manufacturer had been called to inspect the work. Due to the nature of the project we had to customize the outside trim and screwed into the insert frame because our supplier didn't not know of Andersen trim that would go with that window that typically would not require fastening into the frame. Since we were not able to return to seal the outside and the owner did not get a painter to seal and paint, rain and the elements were able to enter the window frame and likely caused damage to the wood. The manufacturer decided to purchase all new windows since we screwed the trim into the frame and we along with supplier was unfamiliar with Anderson trim that went with those windows. Manufacturer has since purchased and probably installed new windows by now last we communicated with them at no cost to owner. 
  We did not touch the bed as we do not touch furniture due to liability on all our projects. We did our best but since we were not allowed to seal the outside, damage was caused from elements. In our opinion windows did not need replaced but just needed sealed and painted on the outside based on the information we had along with supplier about no Anderson trim being available and us having to use PVC trim that had to be fastened to frame due to space between frame and window not allowing anywhere to fasten except frame. The manufacturer elected to supply and install all new windows due to the exterior trim being fastened to frame and thus the owner has been made whole. We wish her the best but stand by that we did not touch the bed and are thus not responsible and no other monies will be refunded due to the facts along with the fact that the customer already had all new windows again supplied and installed at no additional cost from manufacturer. 
  
  Best Regards,
  
  Noor E******
  

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