Prime Windows and Renovations

Complaint: I am rejecting this response because: Prime Windows has not answered one single question I asked in my original complaint When Mr Gagnon came to our home on April to look at the door he never mentioned any tampering with the door or improper sizing He told us that his son would be out on April to fix the problem WHY were we told our door would be repaired on Monday April 7? No one showed up on April WHY didn't they call to advise us they were cancelling their appointment? Again I ask WHY did they not return our telephone calls or response to our voice mail? Our door was purchased at [redacted] Enfield A family owned and operated business of years A trained professional from Kelly Fradet came to our home and measured for the door and placed the order on our behalf I spoke with the store manager, ***, regarding Prime Windows accusations regarding the improper door size He welcomes a call from the Gagnon's to discuss the specifications placed on the order for our doorThe telephone number for the Enfield store is ###-###-#### The door sits just the way it was installed on March Sincerely, Jeff Kiernan

With any contract there is a day cancellation notice on bottom of contractWith every customer we have to verbally state what it isIf the customer decides to cancel the contract they have to sign the bottom of one of the two copies that they are given when the sign the contactSend it in the mail before the third midnight from the date signedYou don't call to cancel, YOU SEND THE COPY IN THE MAIL!!!! This is what [redacted] FAILED to do regardless if she called [redacted] It's very simple if you cancel the contract sign the cancellation notice on bottom of contract and SEND IT IN THE MAIL!!Reasons like this is why we do not belong to the Revdex.com because they fail to look at both sides before posting a compliant

From: [redacted] [ [redacted] @ [redacted] .com] Sent: Saturday, October 10, 10:AM To: [redacted] Cc: [redacted] Subject: Complaint ID [redacted] My name is [redacted] ***, formerly [redacted] - I am writing in reference to a complaint I filed on 4/12/against Prime Windows and Renovations, LLC, complaint number [redacted] After your contact, the company contacted me and has completed the unfinished work to my satisfactionPlease let me know if you need any additional informationYou may reach me at ###-###-####Thank you so much- [redacted] "We are the music makers, and we are the dreamers of dreams." - [redacted]

Prime Windows LLC was at my home today installing replacement windowsI was very happy with the quality workmanship and professionalismThey were there when they said they would be and they did a beautiful jobMy house is already warmer and more quietI met one of the owners, Richard G [redacted] over several years at the Hebron Fair in their better living buildingHe never gave a high pressure sale but constantly demonstrated the quality and value of his replacement WindowsHe arrived today with his son and one other workerThey were very personable and professional as they went about their work I had some repairs that had to be made to the trim which they took in strideI felt it was a good value to have a quality product installed by someone that you are very comfortable having in your homeThank you very much Richard SrRichard, and Scott

Complaint: ***
I am rejecting this response because:
As ths owner of the business, Mr*** *** Srhas the prerogative to waive the requirement to cancel in writing which he did when I spoke to him on the phoneHe later stated to me when he was in my home and also in text messages that he would indeed refund my depositThe notice of cancellation in the contract states: "To cancel this transaction, mail, or deliver a signed and dated copy of this cancellation notice or any other written notice, or send a telegram to Prime Windows & Renovations, LLC, at *** *** *** *** *** *** ** ***, no later than midnight of 4/2/15"I cancelled the contract on 4/2/I did think it would be best to provide written cancellation too, even thought Mr*** *** Srsaid he wouldn't require itBelieving that the notice had to arrive by midnight on that date, I chose to hand deliver the noticeWhen I arrived at the address indicated in the cancellation notice, I found that Prime Windows & Renovations, LLC was no longer located thereSince Mr*** *** Srhad indicated it wasn't required, and if I mailed it it wouldn't arrive by midnight of 4/2, I did nothing more at the timeIn the meantime Mr*** **kept indicating to me that the refund was comingOn a later date he told me his accountant needed the written cancellation in order to process a checkAt that time I faxed a copy to himIt is only recently that Mr*** *** Srdecided that he required the written notice, and since he hadn't received it in the day window he was entitled to keep my depositI expected Mr*** *** Srto be a man of his wordUnfortunately that has not been the caseShame on you Mr***
Sincerely,
*** ***

Prime Windows LLC was at my home today installing 11 replacement windows. I was very happy with the quality workmanship and professionalism. They were there when they said they would be and they did a beautiful job. My house is already warmer and more quiet. I met one of the owners, Richard G[redacted] over several years at the Hebron Fair in their better living building. He never gave a high pressure sale but constantly demonstrated the quality and value of his replacement Windows. He arrived today with his son and one other worker. They were very personable and professional as they went about their work. I had some repairs that had to be made to the trim which they took in stride. I felt it was a good value to have a quality product installed by someone that you are very comfortable having in your home.
Thank you very much Richard Sr. Richard, and Scott.

From: [redacted] Sent: Saturday, June 18, 2016 8:49 AMTo: Revdex.com [redacted]Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]This complaint has been...

resolved as of 6/16/16. Richard sr Prime windows llc

From: [redacted] [[redacted]@[redacted].com] Sent: Saturday, October 10, 2015 10:37 AM...

To: [redacted]Cc: [redacted]Subject: Complaint ID [redacted]   My name is [redacted], formerly [redacted] - I am writing in reference to a complaint I filed on 4/12/2015 against Prime Windows and Renovations, LLC, complaint number [redacted]. After your contact, the company contacted me and has completed the unfinished work to my satisfaction. Please let me know if you need any additional information. You may reach me at ###-###-####. Thank you so much. -[redacted] "We are the music makers, and we are the dreamers of dreams." - [redacted]

Prime replaced windows in my home, they had to come back twice to caulk around windows that they forgot to do. I realized this a few months after installation when the bitter cold weather arrived and cold air was coming in. After the windows were installed I was disappointed to see that the screens are only on either the top or the bottom, you can slide it up or down but I would have preferred it on both. Also I was not happy that the screens did not lock. My slider door has a gap. when the door lock is latched there is a lot of play in the door movement which is not good. I will have to have them come back again. My home is warmer because the 40 year old windows were replaced but I do wish I had done more home work on replacement windows. I would not have done business with a company that is not Revdex.com accredited.

With any contract there is a 3 day cancellation notice on bottom of contract. With every customer we have to verbally state what it is. If the customer decides to cancel the contract they have to sign the bottom of one of the two copies that they are given when the sign the contact. Send it in the...

mail before the third midnight from the date signed. You don't call to cancel, YOU SEND THE COPY IN THE MAIL!!!! This is what [redacted] FAILED to do regardless if she called [redacted]  It's very simple if you cancel the contract sign the cancellation notice on bottom of contract and SEND IT IN THE MAIL!!Reasons like this is why we do not belong to the Revdex.com because they fail to look at both sides before posting a compliant

Sent: Tuesday, June 28, 2016 10:43 AMTo: [redacted]Subject: Re: ID # [redacted]1- Prime Windows and Renovations, LLCRichard (Prime Windows LLc) finally  finished the job and installed the final [redacted] to my satisfaction on Thur June 16th almost exactly  three months since the start of this project,BTW this was the only email I received  from the Revdex.com,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,This message originally read on 6/28/2016[redacted]
[redacted]

Complaint: 10010772  
  
I am rejecting this response because: Prime Windows has not answered one single question I asked in my original complaint.  When Mr Gagnon came to our home on April 4 to look at the door he never mentioned any tampering with the door or improper sizing .  He told us that his son would be out on April 7 to fix the problem  WHY were we told our door would be repaired on Monday April 7?    No one showed up on April 7.  WHY didn't they call to advise us they were cancelling  their appointment?  Again I ask WHY did they not return our telephone calls or response to our voice mail?   Our door was purchased at [redacted] Enfield.  A family owned and operated business of 62 years.  A trained professional from Kelly Fradet came to our home and measured for the door and placed the order on our behalf.  I spoke with the store manager, [redacted], regarding Prime Windows accusations regarding the improper door size.  He welcomes a call from the Gagnon's to discuss the specifications placed on the order for our door. The telephone number for the Enfield store is ###-###-####.   The door sits just the way it was installed on March 27.
 
 
Sincerely,
Jeff Kiernan
 
.

Yes we did install the door. They purchased the door from some one else. Who ever measured and ordered the door ordered the door the wrong size width and height. We informed the homeowner and he said do the best you can to install the door. We installed the door and it was square and closed and...

locked to industry standards. We got a phone call from homeowners girlfriend and she stated the door had sagged. Richard sr went there and noticed someone else tampered with the door as far as screws in hinge. So we are not responsible for what happen after we installed the door since someone else put their hands it. As I said they didn't purchase door through us and whoever measured the door measured it wrong. We feel we don't have to refund anything. We have been in business  for 21 years under the same name. We don't make it a habit of not correctly installing a door/window.

Review: We signed a contract on 9/17/15 for replacement gutters in two areas of our home. We gave him 10% down - $100.00 cash. The contract has a start and completion date of 10/21/15. I called to see if he could do it sooner and he said he would check his schedule and get back to me. He never called back. I called two more times and got his voicemail. He never called back. My wife called on 10/20/15 to let him know that we had a Dr. appointment in the morning but would be home in the afternoon. He called on 10/21/15 and said he was in [redacted] at his mother-in-law's funeral. He rescheduled for 10/28/15. He never showed up. My wife called and got his voice mail. I called on 10/29/15 using my cell phone. He answered and said he would call me back in an hour. He never called back. The business phone listed on his card and the contract is no longer in service. He wrote his cell number on the card so we have that. It's ###-###-####. How can we get him to fulfill the contract or give us back the deposit of $100?Desired Settlement: Either come and do the job or give us back our money. He won't even talk to us!

Review: I signed a contract with Prime Windows for a new roof, gutters and gutter covers. At that time I provided a deposit of $3,000. I subsequently cancelled the contract. Despite Mr. [redacted] promise to refund my deposit, he has yet to do so.Desired Settlement: I want my deposit back.

Business

Response:

With any contract there is a 3 day cancellation notice on bottom of contract. With every customer we have to verbally state what it is. If the customer decides to cancel the contract they have to sign the bottom of one of the two copies that they are given when the sign the contact. Send it in the mail before the third midnight from the date signed. You don't call to cancel, YOU SEND THE COPY IN THE MAIL!!!! This is what [redacted] FAILED to do regardless if she called [redacted] It's very simple if you cancel the contract sign the cancellation notice on bottom of contract and SEND IT IN THE MAIL!!Reasons like this is why we do not belong to the Revdex.com because they fail to look at both sides before posting a compliant

Review: I Placed an order for a Garden window and installation from Prime Windows [redacted]. Gave a $200.00 deposit check #[redacted] at the time filling paper work out on Oct, 22, 2013 for early spring installation. Contractor "Prime windows" came a second time to measure again and collect a check for $500.00 check number #[redacted] on 05/12/2014 to now order the Garden window from the manufacture. They delayed for months before this visit to place the order of the window, stating he had a death in the family and the window manufacture change designs. I was very understanding on both reasons. I tried to call 6 weeks after he came for the second check. No call back. Waited a few more weeks after not hearing and left two voice mails 08/02/2014 messages on his cell phone number ###-###-####. The company business lines are no longer in service ###-###-#### and ###-###-####. Began researching feedback and complaints on the internet about Prime windows and discovered this has happen in the past to other people.Desired Settlement: After all the time I have been waiting for my window and installation and the lack of communication on there part. I no longer feel they are a trusting company and I feel they took my $700.00 with no service given. I am requesting my money returned in full.

Prime Windows LLC was at my home today installing 11 replacement windows. I was very happy with the quality workmanship and professionalism. They were there when they said they would be and they did a beautiful job. My house is already warmer and more quiet. I met one of the owners, Richard G[redacted] over several years at the Hebron Fair in their better living building. He never gave a high pressure sale but constantly demonstrated the quality and value of his replacement Windows. He arrived today with his son and one other worker. They were very personable and professional as they went about their work. I had some repairs that had to be made to the trim which they took in stride. I felt it was a good value to have a quality product installed by someone that you are very comfortable having in your home.
Thank you very much Richard Sr. Richard, and Scott.

Review: guarnatee not honored.

Window under guarantee defective. First replacement delivered wrong size, due to company error. Second replacement not delivered despite calls to owner of company. No response to my calls or window delivery.Desired Settlement: replacement of guaranteed defective window with no charges.

Review: In Oct. we discovered a bent frame in an installed box window that was allowing water to seep into the surrounding wooden frame. Calls to resolve the issue were made to the manufacturer ([redacted] who made good on their warranty and ordered a new window. However, repeated phone calls to the installer for an installation date have been ineffective and now they're not being returned. Whether manufacture or installation issue, this should have been resolved by now preventing further damage. We have no idea how extensive the water damage may be beyond just the window box. The manufacturer informed us the window has been in but cannot get any return call from Prime Windows. Can you assist us?Desired Settlement: Installation of the new box window and repair/replacement of any subsequent damage to the wood, whether to the window frame or the house.

Review: I have put in complaints previously about a garden window that leaks and was replaced and then the replacement started leaking I am having an issue with Prime Windows out of Rocky Hill CT not backing up the product they sold to me I paid over $1500 for a garden window to be installed in my kitchen to have it leaking all over my brand new counter tops and cabinets. Prime Windows has not lived up to their contract and has not even returned my calls for months and I went as far to have the window company Great Lakes Window Company reimburse me for the window the problem is they only reimburse what they charge Prime Windows which is $892.08 Prime Windows stated that they will not reimburse me any money they would order a new window and install but they want the 892.08 check I just would like my $$ back so I can go to a company that is reliable.Please get back to me at your earliest convenience XXX-XXX-XXXX.Sincerely [redacted]

Product_Or_Service: Garden Window

Desired Settlement: DesiredSettlementID: Refund

I would like to be reimbursed in full $1500 so I can goto a company that is reliable.

Business

Response:

Business Response /* (1000, 11, 2013/05/07) */

Before I begin let's make something perfectly clear. WE ARE NOT THE MANUFACTURER OF THE GARDEN WINDOW!

We installed the [redacted]'s new garden window. Water started coming in thru the seat which was due to the weep holes that drain water were not drilled properly from Great Lakes who MANUFACTURED THE GARDEN WINDOW! We put a service request in and they ordered a new one. We installed the 2nd new one and the same thing happen. Needless to say the [redacted]'s and us were not happy. So were suggested ordering a new garden window from Thermal Industries who we also deal with. our goal was to make our customer happy. We have been in business for 21 yrs. If we didn't keep our customers happy we never would of lasted this long. We had Great Lakes reimburse The [redacted]s the cost of the window and intern order a new one from Thermal using the money from Great lakes reimbusment. NO COST TO THE [redacted]'S LIKE THEY ARE STATING BECAUSE WE ARE NOT CHARGING THEM TO INSTALL NEW ONE! We have the new one from Thermal Industries ready to install it. All We need is the check they got back from Great lakes so we can pay for the new one. I can't figure out were they are getting they are paying us all over again! WE ARE NOT CHARGING THEM TO INSTALL THE NEW WINDOW AT ALL!

We take it as a direct insult that Mr. [redacted] says we are not reliable! I have PROOF that we have been since and being in business for 21 yrs and over 3000 customers proves it!

sincerely

Prime Windows and Renovations LLC

Consumer Response /* (3000, 13, 2013/05/08) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

We are not accepting the offer from Prime Windows we would like a 100% refund not the partial that we had to fight for on our own, not Prime Windows from Great Lakes. We would like to go to a reliable company and Prime Windows is not one. So we would like a full refund so we can find a reliable company.

Sincerely,