The windows the customer bought are aluminum sliding windowsThe windows have components of frame and sashes, which were constructed of extruded aluminum members with coped and butted corners and was thermally brokenDue tot he nature of the sliding window, it requires track for the sashes to moveWhen it rains, the water blows on the glass and penetrate to the trackWeeps are provided in the track and the window frame to drain the water accumulated in the window trackIt is expected to have water accumulated in the window track when it rains typically for the sliding windowsWhen we had the customer's complaint, We sent our technician to the customer's home and explained this to themWe were told by the customer that the water were in the track not over the fame, which was considered when it rainsGiving some time the water will drain out through the weepsCustomer's satisfaction is always our ultimate goalBut sometimes there is a limitFor example, water accumulates in sliding window track when it rains We appreciate very much for the customer's understanding
Complaint: [redacted] I am rejecting this response because: at No point in time during the initial visit from NewTec Representative explain to us that "Sum" water is natural to come inIf we had prior knowledge that there would be sum water coming in due to the design of the Windows we would never have purchased them in the first place, we would have gone with another reputable companyWhen we made 1st complaint due to water coming inWe spoke directly to the owner who NEVER explained to us in the initial visit about the waterOwner kept stating "mother nature plays a role, and the direction of the wind when it rains it causes the water to come in".At no point in time during conversation speaking with the Owner of NewTec was the "style" or how Windows were manufactured were explained to usA Tech was sent out to inspect Windows and relayed that "he could drill more AFTER MARKET holes" to allow water to drain more, but The tech advised us against it, therefore no after market holes were drilled into the metal frame As for 2nd complaint, NewTec never contacted us in regards to putting "on hold" their tech who was scheduled to come out and fix the seals in the Windows and NEVER showed up At no point in time was a phone call made to us, letting us know that the tech would not be coming out mind you taking a day off of work to address the ERRORS in their Windows on how they were constructed As for Atrocious customer service this is exactly my point, countless phone calls back and forth, emails, not being able to return calls or find order is NOT providing great customer serviceNow, in response to statement saying that NewTec is willing to work with the customer, PROVE IT !!!!!!! not once has NewTec attempted to contact us to RESCHEDULE THEIR TECH TO COME OUT AND FIX THE SEALS were drafts are coming inWith winter right around the corner the lack of properly made seals throughout the Windows has been an issue, but after dealing with all this and not getting things done right, NOT RETURNING phone calls to the customer has put a sour taste in dealing with NewTecWere still waiting for actual warranty which we were told would be mailed to usAll this headaches could have been avoided if from the beginning we were explained SUM WATER may enter due to design n construction of these WindowsWe previously had year old Windows with no water entering but decided to upgrade due to poor insulationAnd were advised to go with NewTec Company, believing in others we did and have been dealing with nothing but problems with these WindowsThe lack of returning phone calls now We believe is in retaliation due to our complaints being madeI stand by this statement and will not change our viewsWe in good faith have been patient and willing to accommodate their techs schedule to come out and fix things, we believe NewTec should provide the service we paid for and not play these games such as cancelling their tech to come out w/o calling the customer and letting them knowSincerely, Veronica [redacted]
Complaint: [redacted] I am rejecting this response because: at No point in time during the initial visit from NewTec Representative explain to us that "Sum" water is natural to come inIf we had prior knowledge that there would be sum water coming in due to the design of the Windows we would never have purchased them in the first place, we would have gone with another reputable companyWhen we made 1st complaint due to water coming inWe spoke directly to the owner who NEVER explained to us in the initial visit about the waterOwner kept stating "mother nature plays a role, and the direction of the wind when it rains it causes the water to come in".At no point in time during conversation speaking with the Owner of NewTec was the "style" or how Windows were manufactured were explained to usA Tech was sent out to inspect Windows and relayed that "he could drill more AFTER MARKET holes" to allow water to drain more, but The tech advised us against it, therefore no after market holes were drilled into the metal frame As for 2nd complaint, NewTec never contacted us in regards to putting "on hold" their tech who was scheduled to come out and fix the seals in the Windows and NEVER showed up At no point in time was a phone call made to us, letting us know that the tech would not be coming out mind you taking a day off of work to address the ERRORS in their Windows on how they were constructed As for Atrocious customer service this is exactly my point, countless phone calls back and forth, emails, not being able to return calls or find order is NOT providing great customer serviceNow, in response to statement saying that NewTec is willing to work with the customer, PROVE IT !!!!!!! not once has NewTec attempted to contact us to RESCHEDULE THEIR TECH TO COME OUT AND FIX THE SEALS were drafts are coming inWith winter right around the corner the lack of properly made seals throughout the Windows has been an issue, but after dealing with all this and not getting things done right, NOT RETURNING phone calls to the customer has put a sour taste in dealing with NewTecWere still waiting for actual warranty which we were told would be mailed to usAll this headaches could have been avoided if from the beginning we were explained SUM WATER may enter due to design n construction of these WindowsWe previously had year old Windows with no water entering but decided to upgrade due to poor insulationAnd were advised to go with NewTec Company, believing in others we did and have been dealing with nothing but problems with these WindowsThe lack of returning phone calls now We believe is in retaliation due to our complaints being madeI stand by this statement and will not change our viewsWe in good faith have been patient and willing to accommodate their techs schedule to come out and fix things, we believe NewTec should provide the service we paid for and not play these games such as cancelling their tech to come out w/o calling the customer and letting them know Sincerely, Veronica [redacted]
We called MrJose Casillas but the conversation was cut offWe will contact him again when Amy returns to work Monday i/4/Amy speaks Spanish Thank you
The windows the customer bought are aluminum sliding windowsThe windows have components of frame and sashes, which were constructed of extruded aluminum members with coped and butted corners and was thermally brokenDue tot he nature of the sliding window, it requires track for the sashes to moveWhen it rains, the water blows on the glass and penetrate to the trackWeeps are provided in the track and the window frame to drain the water accumulated in the window trackIt is expected to have water accumulated in the window track when it rains typically for the sliding windowsWhen we had the customer's complaint, We sent our technician to the customer's home and explained this to themWe were told by the customer that the water were in the track not over the fame, which was considered when it rainsGiving some time the water will drain out through the weepsCustomer's satisfaction is always our ultimate goalBut sometimes there is a limitFor example, water accumulates in sliding window track when it rains We appreciate very much for the customer's understanding
Complaint: [redacted] I am rejecting this response because: at No point in time during the initial visit from NewTec Representative explain to us that "Sum" water is natural to come inIf we had prior knowledge that there would be sum water coming in due to the design of the Windows we would never have purchased them in the first place, we would have gone with another reputable companyWhen we made 1st complaint due to water coming inWe spoke directly to the owner who NEVER explained to us in the initial visit about the waterOwner kept stating "mother nature plays a role, and the direction of the wind when it rains it causes the water to come in".At no point in time during conversation speaking with the Owner of NewTec was the "style" or how Windows were manufactured were explained to usA Tech was sent out to inspect Windows and relayed that "he could drill more AFTER MARKET holes" to allow water to drain more, but The tech advised us against it, therefore no after market holes were drilled into the metal frame As for 2nd complaint, NewTec never contacted us in regards to putting "on hold" their tech who was scheduled to come out and fix the seals in the Windows and NEVER showed up At no point in time was a phone call made to us, letting us know that the tech would not be coming out mind you taking a day off of work to address the ERRORS in their Windows on how they were constructed As for Atrocious customer service this is exactly my point, countless phone calls back and forth, emails, not being able to return calls or find order is NOT providing great customer serviceNow, in response to statement saying that NewTec is willing to work with the customer, PROVE IT !!!!!!! not once has NewTec attempted to contact us to RESCHEDULE THEIR TECH TO COME OUT AND FIX THE SEALS were drafts are coming inWith winter right around the corner the lack of properly made seals throughout the Windows has been an issue, but after dealing with all this and not getting things done right, NOT RETURNING phone calls to the customer has put a sour taste in dealing with NewTecWere still waiting for actual warranty which we were told would be mailed to usAll this headaches could have been avoided if from the beginning we were explained SUM WATER may enter due to design n construction of these WindowsWe previously had year old Windows with no water entering but decided to upgrade due to poor insulationAnd were advised to go with NewTec Company, believing in others we did and have been dealing with nothing but problems with these WindowsThe lack of returning phone calls now We believe is in retaliation due to our complaints being madeI stand by this statement and will not change our viewsWe in good faith have been patient and willing to accommodate their techs schedule to come out and fix things, we believe NewTec should provide the service we paid for and not play these games such as cancelling their tech to come out w/o calling the customer and letting them knowSincerely, Veronica [redacted]
Complaint: [redacted] I am rejecting this response because: at No point in time during the initial visit from NewTec Representative explain to us that "Sum" water is natural to come inIf we had prior knowledge that there would be sum water coming in due to the design of the Windows we would never have purchased them in the first place, we would have gone with another reputable companyWhen we made 1st complaint due to water coming inWe spoke directly to the owner who NEVER explained to us in the initial visit about the waterOwner kept stating "mother nature plays a role, and the direction of the wind when it rains it causes the water to come in".At no point in time during conversation speaking with the Owner of NewTec was the "style" or how Windows were manufactured were explained to usA Tech was sent out to inspect Windows and relayed that "he could drill more AFTER MARKET holes" to allow water to drain more, but The tech advised us against it, therefore no after market holes were drilled into the metal frame As for 2nd complaint, NewTec never contacted us in regards to putting "on hold" their tech who was scheduled to come out and fix the seals in the Windows and NEVER showed up At no point in time was a phone call made to us, letting us know that the tech would not be coming out mind you taking a day off of work to address the ERRORS in their Windows on how they were constructed As for Atrocious customer service this is exactly my point, countless phone calls back and forth, emails, not being able to return calls or find order is NOT providing great customer serviceNow, in response to statement saying that NewTec is willing to work with the customer, PROVE IT !!!!!!! not once has NewTec attempted to contact us to RESCHEDULE THEIR TECH TO COME OUT AND FIX THE SEALS were drafts are coming inWith winter right around the corner the lack of properly made seals throughout the Windows has been an issue, but after dealing with all this and not getting things done right, NOT RETURNING phone calls to the customer has put a sour taste in dealing with NewTecWere still waiting for actual warranty which we were told would be mailed to usAll this headaches could have been avoided if from the beginning we were explained SUM WATER may enter due to design n construction of these WindowsWe previously had year old Windows with no water entering but decided to upgrade due to poor insulationAnd were advised to go with NewTec Company, believing in others we did and have been dealing with nothing but problems with these WindowsThe lack of returning phone calls now We believe is in retaliation due to our complaints being madeI stand by this statement and will not change our viewsWe in good faith have been patient and willing to accommodate their techs schedule to come out and fix things, we believe NewTec should provide the service we paid for and not play these games such as cancelling their tech to come out w/o calling the customer and letting them know Sincerely, Veronica [redacted]