National Lumber Company

We apologize for the delay in responding to his customer complaint After investigation, we have determined the following:This job originally was to be done by [redacted] Contracting The National Lumber salesman met with [redacted] on site last year to confirm the windows and then placed the order Two (2) weeks later, the homeowner cancelled the job with [redacted] (for reasons unknown to [redacted] ) and hired a different contractor Since National Lumber had already ordered the windows through [redacted] and there was no way to cancel them, [redacted] spoke to the homeowner and she agreed to purchase the windows through National Lumber All the windows that were ordered were shipped complete and hardware was shipped completeThe only problem (discovered long after the windows and doors were shipped and installed) was the patio door hardware was installed incorrectly by the contractor We scheduled a service tech to go out to look at the problem National Lumber's Andersen service tech confirmed that the hardware had been installed wrong and that someone on site had tried to force the patio door open, causing even more problems with the door The service tech determined that he needed to replace the thumb turn on the hardware, but all he had in the truck was brass, not satin nickel to match the hardware The tech fixed the problem so the door would work National Lumber's Service Department has an open service request to order the satin nickel thumb turn to replace the brassThis is a non-warranty issue.The National Lumber salesman also went to the job to look at existing windows in the house, which were not supplied by National Lumber The homeowner wanted to replace some screens and hardware After our salesman went out to the job, a second contractor (that the homeowner hired to do a punch list that the original contractor did not complete) called our salesman and said he would take care of getting screens and hardware that the homeowner was asking about However, the new contractor asked our salesman to get him some extra (stock) casement hardware, which our salesman did order That order is at our [redacted] store, and the customer was informed The hardware the homeowner is referring to is for the existing windows that were already in the house That was not part of our original window quote to [redacted] Contracting

We apologize for the delay in responding to his customer complaint.  After investigation, we have determined the following:This job originally was to be done by [redacted] Contracting.  The National Lumber salesman met with [redacted] on site last year to confirm the windows and then placed the...

order.  Two (2) weeks later, the homeowner cancelled the job with [redacted] (for reasons unknown to [redacted]) and hired a different contractor.  Since National Lumber had already ordered the windows through [redacted] and there was no way to cancel them, [redacted] spoke to the homeowner and she agreed to purchase the windows through National Lumber.  All the windows that were ordered were shipped complete and hardware was shipped complete. The only problem (discovered long after the windows and doors were shipped and installed) was the patio door hardware was installed incorrectly by the contractor.  We scheduled a service tech to go out to look at the problem.  National Lumber's Andersen service tech confirmed that the hardware had been installed wrong and that someone on site had tried to force the patio door open, causing even more problems with the door.  The service tech determined that he needed to replace the thumb turn on the hardware, but all he had in the truck was brass, not satin nickel to match the hardware.  The tech fixed the problem so the door would work.  National Lumber's Service Department has an open service request to order the satin nickel thumb turn to replace the brass. This is a non-warranty issue.The National Lumber salesman also went to the job to look at existing windows in the house, which were not supplied by National Lumber.  The homeowner wanted to replace some screens and hardware.  After our salesman went out to the job, a second contractor (that the homeowner hired to do a punch list that the original contractor did not complete) called our salesman and said he would take care of getting screens and hardware that the homeowner was asking about.  However, the new contractor asked our salesman to get him some extra (stock) casement hardware, which our salesman did order.  That order is at our [redacted] store, and the customer was informed.  The hardware the homeowner is referring to is for the existing windows that were already in the house.  That was not part of our original window quote to [redacted] Contracting.