Of course it was unfortunate that the job took so long, however, after our shutter vendor made an error on the order, we were at their mercy on the remakeIn addition, Ms [redacted] delayed the process with her inability to be available for us and our shutter vendor to work at the homeHad she been more cooperative, this project would have been completed days agoIt's impossible to finish a job quickly if the customer won't schedule us to return to her home for 3-weeks at a time
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** The owner of Window Factory doesn't explain why there is advertising on their websiteTheir sales rep also misrepresented the companyWe received bids for windowsWe went with The Window Factory because we were led to believe that everything was local and handled by the company in San DiegoAs of today, I still don't have patio doors, bathroom window and a house full of screensIt's been in the 80's and I haven't been able to open my windowsThe installers, which aren't employees of the Window Factory, called to schedule the installation of the patio doors and bathroom windowThey stated that they still haven't received the screensI requested that they hold off until the entire shipment arrived - that was over a week agoMy complaint isn't with the installers, they seem to be just as disappointed as I am with the piecemeal arrival of windows and shoddy measuring.Here is the misleading text on The Window Factory's website that led my husband and myself to believe we were working with a company doing business locally:We are a full-service company.Your windows and doors will be manufactured and installed entirely by The Window & Door Factory, which helps ensure a higher quality product and more knowledgeable service.We manufacture our windows locally.The Window Factory manufactures our premium windows locally, which allows for better oversight and quality throughout the processOur Southern California factory uses the best procedures and materials to make windows that will remain beautiful for decades.We sell direct to customers.Working with a company that sells direct means that you will receive high-quality windows at a lower price
Thank you,*** ***
*** *** visited *** and her husband at their home Saturday. We believe we have addressed all of her concerns. We are going back to her home tonight and if she signs the financing paperwork, as she should, then it will be official that we have addressed all of her concerns
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The estimate to repair the window from the service tech was $250. He even called his office prior to giving me the written estimate and got their ok. I also mentioned in my complaint the totally inept service provided by the company as a whole. I expected to pay what was estimated no matter that I was a customer of the previous company named The Window Factory. They rarely returned my calls, the office manager did not order the window after we paid the required amount via credit card the day we were given the estimate, the service technician not showing up when scheduled, ordering the wrong window and taking almost two months to complete the repair. I can not believe they think they provided a quality product and service. Their response did not address any of these issues. Also they did address the issue of advertising on their phone that they have been in business since the late 1990's. The name is the same but the owners and the business license is different, and the present company has not provided service to the number of people claimed on the telephone ad. I believe the company provided extremely poor service, did not address my issues and I still believe I am due a $refund since their written estimate that I have a copy of states that the price would be $250.
Regards,
*** ***
Ms
***,
We
are very happy that you have chosen The Window & Door Factory for your
window and patio door replacement project in your home. We sincerely
appreciate this opportunity to respond to you and hope to make you happy
We
are disappointed
with your Revdex.com post, your opinion on the product that
we provide, the manufacturer behind the product, and how this reflects on our
business practices
I
don’t know how you arrived at your conclusions, but I want to clarify what
you’re receiving
The product that we
have provided you is NOT manufactured in China. The product is
manufactured in Los Angeles, and tested in the same certified testing labs that
all of the other window manufacturers use. These are American testing
labs in the USA
The majority of the
materials used in this product are made in the USA and Canada
The design of the
window that we sold you was derived from our signature product, the Solana I
window. It was derived and designed with close collaboration between
us and the owner of Value Windows. Therefore, it’s called the Solana
II. It’s our next generation window. We are very proud of this
window
I have been to their
manufacturing plant numerous times. Although I don’t walk up and ask to
see green cards or proof of citizenship, we must assume these are American
workers. Many nationalities are represented in their labor force as well
as ours
Because of
the success of this company and their devotion to quality, they have grown
exponentially and are providing many jobs for AmericansThey are a very good
partner of ours
The service rep from
Value that came out to see you was born in San Diego and he has been working in
conjunction with us for a few years
I
hope this alleviates your concerns and puts you at ease so you can fully enjoy
your fabulous new windows and patio doors for years to come
*** ***
General
Manager
The installation has been delayed on the customer home for only one reason...they didn't pay the structural engineer to calculate the framing requirements for the construction or to pull the permitUntil we had approved plans from the city, we are unable to perform the work by law and per the
homeowners associationFortunately, the customer finally gave the structural engineer a deposit and the process has begun.We have already installed the other doors and windows that were part of the agreement, plus we have purchased the remaining windows that need to be installedAs soon as the customer makes final payment arrangements with the structural engineer and we have the green light from the city, we will be able to complete the job in a 24-hour time frame. *** ***
We sincerely appreciate the concerns of the customer and strive to improve our customer service if it ever falls short All suggestions are taken seriously.The facts of our previous response remain and we worked out the best deal possible for the customer
This is a customer of the former company, The Window Factory, Inc. Our service tech went to his home to give estimate to replace product. Later, we explained to customer that the replacement product cost to us was more than originally anticipated and we offered to perform the...
repair at our cost. In good faith, we showed the customer the invoice we were charged and charged him that amount plus one trip charge. Therefore, he got this service at our cost.
Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted] I'm glad they accepted the fact that they should have initiated communication instead of the other way around.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint...
resolved.Today, I received a call from [redacted], the owner of The Window and Door Factory. He apologized for the delay and not communicating as he should have. He offered me my money back, or to continue with the project. He sent me a copy of the window/door order from [redacted] where it states the items will be delivered on Nov. 18. I accepted his apology and have decided to go through with the project. They will start the work the week of Nov. 21. Thanks for your help,
Regards,
[redacted]
Of course it was unfortunate that the job took so long, however, after our shutter vendor made an error on the order, we were at their mercy on the remake. In...
addition, Ms. [redacted] delayed the process with her inability to be available for us and our shutter vendor to work at the home. Had she been more cooperative, this project would have been completed 90 days ago. It's impossible to finish a job quickly if the customer won't schedule us to return to her home for 3-4 weeks at a time.
Mr. [redacted],The complaint is not against any products or services that you purchased from The Window & Door Factory. We purchased the assets of The Window Factory, Inc., including the url. Since we have access to your records and some/all of the service parts you may or may not need,...
we would be happy to service you at our rates for that area. Please give us a call if you would like to have us perform the service.Sincerely,
[redacted]
Customer's product was installed last week. Job is complete. We appreciate the opportunity to serve the customer and sometimes things happen out of our control. We should have initiated better contact with the customer and will work to improve that in the future.
Hello [redacted]:We have spoken with Mr. [redacted] and are resolving this issue with a refund. So that you know we have replaced this window 4 times and resealed it multiple times in addition. We had asked for him to let us know how he would like to proceed but he contacted us last month and let us...
know that he was having it closed up and would contact us after that was done. Respectfully,[redacted]The Window & Door Factory###-###-####5595 Magnatron Blvd #C San Diego, CA 92111
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In none of their responses did they address the issue of overcharging me above their original estimate, their incompetent service or their office employee inept service. Unless they agree to a refund of $70.00 then I will continue to reject their response.
Regards,
[redacted]
We are not happy that Mr [redacted] is not happy We will continue to work on this issue until it is resolved
Of course it was unfortunate that the job took so long, however, after our shutter vendor made an error on the order, we were at their mercy on the remakeIn addition, Ms [redacted] delayed the process with her inability to be available for us and our shutter vendor to work at the homeHad she been more cooperative, this project would have been completed days agoIt's impossible to finish a job quickly if the customer won't schedule us to return to her home for 3-weeks at a time
Hi ***, Yes I would like a response from the business to this complaintThank you, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** The owner of Window Factory doesn't explain why there is advertising on their websiteTheir sales rep also misrepresented the companyWe received bids for windowsWe went with The Window Factory because we were led to believe that everything was local and handled by the company in San DiegoAs of today, I still don't have patio doors, bathroom window and a house full of screensIt's been in the 80's and I haven't been able to open my windowsThe installers, which aren't employees of the Window Factory, called to schedule the installation of the patio doors and bathroom windowThey stated that they still haven't received the screensI requested that they hold off until the entire shipment arrived - that was over a week agoMy complaint isn't with the installers, they seem to be just as disappointed as I am with the piecemeal arrival of windows and shoddy measuring.Here is the misleading text on The Window Factory's website that led my husband and myself to believe we were working with a company doing business locally:We are a full-service company.Your windows and doors will be manufactured and installed entirely by The Window & Door Factory, which helps ensure a higher quality product and more knowledgeable service.We manufacture our windows locally.The Window Factory manufactures our premium windows locally, which allows for better oversight and quality throughout the processOur Southern California factory uses the best procedures and materials to make windows that will remain beautiful for decades.We sell direct to customers.Working with a company that sells direct means that you will receive high-quality windows at a lower price
Thank you,*** ***
*** *** visited *** and her husband at their home Saturday. We believe we have addressed all of her concerns. We are going back to her home tonight and if she signs the financing paperwork, as she should, then it will be official that we have addressed all of her concerns
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The estimate to repair the window from the service tech was $250. He even called his office prior to giving me the written estimate and got their ok. I also mentioned in my complaint the totally inept service provided by the company as a whole. I expected to pay what was estimated no matter that I was a customer of the previous company named The Window Factory. They rarely returned my calls, the office manager did not order the window after we paid the required amount via credit card the day we were given the estimate, the service technician not showing up when scheduled, ordering the wrong window and taking almost two months to complete the repair. I can not believe they think they provided a quality product and service. Their response did not address any of these issues. Also they did address the issue of advertising on their phone that they have been in business since the late 1990's. The name is the same but the owners and the business license is different, and the present company has not provided service to the number of people claimed on the telephone ad. I believe the company provided extremely poor service, did not address my issues and I still believe I am due a $refund since their written estimate that I have a copy of states that the price would be $250.
Regards,
*** ***
Ms
***,
We
are very happy that you have chosen The Window & Door Factory for your
window and patio door replacement project in your home. We sincerely
appreciate this opportunity to respond to you and hope to make you happy
We
are disappointed
with your Revdex.com post, your opinion on the product that
we provide, the manufacturer behind the product, and how this reflects on our
business practices
I
don’t know how you arrived at your conclusions, but I want to clarify what
you’re receiving
The product that we
have provided you is NOT manufactured in China. The product is
manufactured in Los Angeles, and tested in the same certified testing labs that
all of the other window manufacturers use. These are American testing
labs in the USA
The majority of the
materials used in this product are made in the USA and Canada
The design of the
window that we sold you was derived from our signature product, the Solana I
window. It was derived and designed with close collaboration between
us and the owner of Value Windows. Therefore, it’s called the Solana
II. It’s our next generation window. We are very proud of this
window
I have been to their
manufacturing plant numerous times. Although I don’t walk up and ask to
see green cards or proof of citizenship, we must assume these are American
workers. Many nationalities are represented in their labor force as well
as ours
Because of
the success of this company and their devotion to quality, they have grown
exponentially and are providing many jobs for AmericansThey are a very good
partner of ours
The service rep from
Value that came out to see you was born in San Diego and he has been working in
conjunction with us for a few years
I
hope this alleviates your concerns and puts you at ease so you can fully enjoy
your fabulous new windows and patio doors for years to come
*** ***
General
Manager
The installation has been delayed on the customer home for only one reason...they didn't pay the structural engineer to calculate the framing requirements for the construction or to pull the permitUntil we had approved plans from the city, we are unable to perform the work by law and per the
homeowners associationFortunately, the customer finally gave the structural engineer a deposit and the process has begun.We have already installed the other doors and windows that were part of the agreement, plus we have purchased the remaining windows that need to be installedAs soon as the customer makes final payment arrangements with the structural engineer and we have the green light from the city, we will be able to complete the job in a 24-hour time frame. *** ***
We sincerely appreciate the concerns of the customer and strive to improve our customer service if it ever falls short All suggestions are taken seriously.The facts of our previous response remain and we worked out the best deal possible for the customer
This is a customer of the former company, The Window Factory, Inc. Our service tech went to his home to give estimate to replace product. Later, we explained to customer that the replacement product cost to us was more than originally anticipated and we offered to perform the...
repair at our cost. In good faith, we showed the customer the invoice we were charged and charged him that amount plus one trip charge. Therefore, he got this service at our cost.
Better Business...
Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted] I'm glad they accepted the fact that they should have initiated communication instead of the other way around.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint...
resolved.Today, I received a call from [redacted], the owner of The Window and Door Factory. He apologized for the delay and not communicating as he should have. He offered me my money back, or to continue with the project. He sent me a copy of the window/door order from [redacted] where it states the items will be delivered on Nov. 18. I accepted his apology and have decided to go through with the project. They will start the work the week of Nov. 21. Thanks for your help,
Regards,
[redacted]
Of course it was unfortunate that the job took so long, however, after our shutter vendor made an error on the order, we were at their mercy on the remake. In...
addition, Ms. [redacted] delayed the process with her inability to be available for us and our shutter vendor to work at the home. Had she been more cooperative, this project would have been completed 90 days ago. It's impossible to finish a job quickly if the customer won't schedule us to return to her home for 3-4 weeks at a time.
Mr. [redacted],The complaint is not against any products or services that you purchased from The Window & Door Factory. We purchased the assets of The Window Factory, Inc., including the url. Since we have access to your records and some/all of the service parts you may or may not need,...
we would be happy to service you at our rates for that area. Please give us a call if you would like to have us perform the service.Sincerely,
[redacted]
Customer's product was installed last week. Job is complete. We appreciate the opportunity to serve the customer and sometimes things happen out of our control. We should have initiated better contact with the customer and will work to improve that in the future.
Hello [redacted]:We have spoken with Mr. [redacted] and are resolving this issue with a refund. So that you know we have replaced this window 4 times and resealed it multiple times in addition. We had asked for him to let us know how he would like to proceed but he contacted us last month and let us...
know that he was having it closed up and would contact us after that was done. Respectfully,[redacted]The Window & Door Factory###-###-####5595 Magnatron Blvd #C San Diego, CA 92111
Contract was cancelled and customer's money returned.
We are not happy that Mr. [redacted] is not happy. We will continue to work on this issue until it is resolved.
Hi [redacted], Yes I would like a response from the business to this complaint. Thank you, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In none of their responses did they address the issue of overcharging me above their original estimate, their incompetent service or their office employee inept service. Unless they agree to a refund of $70.00 then I will continue to reject their response.
Regards,
[redacted]