Sunscape Windows & Doors

This is the second complaint I file with Revdex.comI have been dealing with Gus (installation manager) for the last couple of months regarding my floors his crew damagedThe issue is still not resolved and has been over months nowGus has hired floor companies to come replace some wood planks that were damagedFloor company could not find an exact match and wanted to replace the planks with wood planks that were a different colorI did not let them and asked to find an exact match, replace the whole floor, or give me a credit to replace the floor myselfThis has not occurred yet.I would like a credit for my floors so I can hire a company to replace the damage

I had talked with Mr[redacted] and he had stated he was fine and would clear this highly unorthodox complaint I have since then been there again and all work is completed this entire complaint came from me saying we had a new style screen being released which at the time hadn't even begun yet it was still in RnD stages he was sold the job with the our orig.screens which were installed he is a very nice man and so was his family I just tried to go a little further and this was the outcome he now has the New Screens which were released and we even installed them hopefully at this point he will gladly release us from this scrutiny our apologies go out to your agency and mr [redacted] Thanks L J G [redacted] Pres.Sunscape

in regards to complaint ##[redacted] we had originally tried to repair the damage ourselves and was not acceptable by Mr  [redacted] we had not completed in the process of the repair we have been in contact with Mr [redacted] and have now hired a professional floor company who is in process of getting...

two replacement panels to return the floor to new condition our floor guy as well as my superintedant are and will stay in contact till we have resolved this issue 100% we offer our apologies to mr [redacted] as we have to get the panels and will immed install them and continue to serv him as we do all of our customers Thanks Lowell G[redacted] Pres.

This is the second complaint I file with Revdex.com. I have been dealing with Gus (installation manager) for the last couple of months regarding my floors his crew damaged. The issue is still not resolved and has been over 3 months now. Gus has hired 2 floor companies to come replace some wood planks that were damaged. Floor company could not find an exact match and wanted to replace the planks with wood planks that were a different color. I did not let them and asked to find an exact match, replace the whole floor, or give me a credit to replace the floor myself. This has not occurred yet.I would like a credit for my floors so I can hire a company to replace the damage.

Mr. [redacted],We are sorry to hear that you are not completely satisfied with your windows. Sunscape Windows & Doors strives to go above and beyond to make sure each customer is 100% satisfied with both their windows and our company. Unfortunately, the window configuration you are requesting would...

not work correctly, and would in turn cause operational issues - which we wanted to avoid because it would be considered outside the standards of the window industry. We wanted you to be provided with the best windows possible for your home that would work without issue. On April 9, 2015, [redacted], the President of Sunscape Windows and Doors contacted you in hopes to work out a solution to your concern. We will work with you in any way to help make you 100% satisfied. If you can please contact Mr. [redacted] at [redacted] (option #1) - so we can get this matter resolved promptly. Once again, we want to do everything we can to make sure you are 100% satisfied. Thank you,Sunscape Windows & Doors

This complaint is resolved and customer is Happy

I will start off by saying  that I very much enjoyed our visit and  would like to again say how beautiful and well-kept your home was, It is a very nice showpiece of our  product.Item  #1: In our  defense of warranty issues every  time you  have  requested for...

us to show  up  to address any issues you  have  had  we have  shown  up.  We may  have  been  late  a time  or two never  the  less  we always  showed  up  and  we continued an  endless attempt to resolve any  issue that had  arose. That in itself is a pretty  good effort at 100 percent satisfaction being as we never stopped trying  to resolve the issues.Our  series 1000  Window with  comfort  select  28/28 is 6 layers  of 5th generation low-E silver  and  is by far  one of the  best  products on the  market. As for the  draft  you feel we both  know  El Paso  has very  high  winds  and  dust as  fine as baby  powder,  there  is a drain  system to every window  and  it cannot be modified as it would  cause water  backup to come into your  home,  although we did  try to fill roller tracks with fibrous foam product to see if that would help although it wasn't recommended by our manufacturer and  according to our visit you said  it made  a difference. Our  testing meter-  Manufacturer: EDTM Model #: [redacted]This  is  one  of  the   best   meters  available; it  is  highly  sensitive and  most  definitely  accurate  in detecting Low- E types,  surfaces, and  locations. Be advised that screens, tempered glass and  bronze coating/tints can   affect  readings,  but   as for  your  windows they  are  all  our  6  layer  Low-E  28 windows so this  wouldn't be a problem.Without  trying  to sound arrogant there  is no possible  way that  a non-Low-E window could  possibly outperform what  is in your  home  the ratings are all given by the  National  Fenestration Ratings Council  or N.F.RC  and  cannot be altered by us or anyone  else. As for the  reading on your  storm door I'm sure the tempered glass  and  the  possibility  of a Low-E Coating  being present could have •had some play but  then  again  we did not install nor have anything to do with that so I will extract that  from our issues of complaint.Item #2: As for the  sunscreens it was my understanding you had  requested we do that  for you which  we did at no cost to you (weather  your idea or not we are  not stating exact  circumstances please  don't take that  wrong).  On  my visit  I stated I  did  not  like them  on  our windows  and  also  told  you  they  are counterproductive to the  performance of our  products as  they  do cause heat  to  become  trapped. Please  understand the  dilemma we have  had,  you feel some  heat  through your  windows  of course you  will it  is  glass,   there  is  light  and  some  heat   transmittance is  only  to  be  expected. Without previous testing  before  our   products  were  installed  there   is  no  way  to  show   you   an   exact comparison of difference.  I would  stand 100  percent confident that  we achieve great  results as per our  thousands of happy  customers all claiming  huge  savings from our  products. Also our  company only replaced seven  of your  windows  which  are  only a portion  of the  total  home  not  knowing  exact . count on the remainder of your home.As for your  power  bills  I  certainly have  no  control  over  that. Not knowing  what  months you  are home  more than others, weather patterns in your  area  and  the constant increases in prices for kWh is not in our control. I'm sure you will see savings given a term to develop a pattern.I certainly apologize to both of you that  you feel we have let you down, we have tried extremely hard. You had  requested that  we no longer  send  our  service  guy to your  house so I honored that, at that point you  sent  the  ok to have  him  back  out  which  I thank you for. He has  been  with our  company for a very long time he is far from perfect  as we both  know but we do try.Resolution to Complaint:Upon my visit to your home on 1/23/2015 made  by myself [redacted] C.E.O.1. Caulk  lines were dirty and  had  some  overlay onto  the frames in several  spots this  became  more visible  over  time  as  caulking lines  will attract dust. Also there  were  approximately 4-6  areas where  slight separation from caulk  to frame  had  occurred. To resolve this  issue I, [redacted] C.E.O, ordered all parts on the  day of the visit January 23,  2015.   I  had   my  installers report   to  your   home  once  all  the   parts had   come  in  on 2/6/2015  unfortunately they  were  50  minutes late.  Appointment time  was 11:00 AM and they  arrived   at  11:50  "no  excuse". We washed all  caulk   lines,   cleaned all  frames  where overlap  had  occurred, taped  lines  and  re did  all caulking lines  with  highbred Sileo product 9500.Note: Understood homeowner then  said  there  were scratches from the  process and  we will address with polish  compound.2. I did not  like the  looks  of the  solar  screens nor  did I want  them  to remain due  to the  fact  that they are counterproductive to the performance of the windows. To resolve the issue I reordered an entire new screen package with O.E.M. Bug screens and existing screens were then  removed and  replaced with all new ones.Note:  One  screen was  miss  built  by us  and  had  to be reordered on  2/9/2015 and  was.  Projected date  to be completed and  delivered  to our shop is 2/16/2015 will set at customers convenience. 3. Being as we had so many air filtration issues I inspected all  weep  hole  covers and chose to replace all of them just to stay on the  safe  side  and to be sure of operation. We resolved this issue by replacing all weep  hole covers.4. Although not  a complaint, after  inspection of all windows for  proper operation I found that the bathroom  window was  meticulous to  lock and did not operate to  my  standard nor  factory standard. To resolve I ordered both upper and lower sashes in  hopes that maybe something was miss punched or slightly off in manufacturing process.Note:  Even after replacing window still wasn't operating properly so  I chose to  just replace the entire window. Date  of order 2/9/2015  approximate date for  receiving 2/16/2015  will install at customers convenience.On  2/6/2015 I had  a crew  do all items found at my  personal inspection with  exception to the  bath window and screen error from  factory all  were  ordered on  2/9/2015 and is  expected to  be  in  on 2/16/2015 I feel  I have  gone  above  and beyondthe standards of good  customer  service and will continue to  do  so  if in  the  future any  other issues arise, the  job  is  beautiful and appeals to  the overall  look of the  home.I again apologize to the  Montes De Oca  Family  for frustration they  have  encountered but  I/we as a company have  done everything Ican  possibly think of to  make them happy and will stand behind any  future issues. Thank you,[redacted]President and C.E.OSunscape Windows and Doors

I had talked with Mr.[redacted] and he had stated he was fine and would clear this highly unorthodox complaint I have since then been there again and all work is completed this entire complaint came from me saying we had a new style screen being released which at the time hadn't even begun yet it was still in RnD stages he was sold the job with the our orig.screens which were installed he is a very nice man and so was his family I just tried to go a little further and this was the outcome he now has the New Screens which were released and we even installed them hopefully at this point he will gladly release us from this scrutiny our apologies go out to your agency and mr [redacted]              Thanks L J G[redacted] Pres.Sunscape

Dear Sir, we greatly apologize for calling your number, I will remove it from our data base. Our company only calls qualified home owners with windows older than ten years and offers them 50.00 gift card just for sitting through our 90 minute demo and there is absolutely no obligation to purchase...

anything! if your not a home owner or don't fit the age criteria? we automatically remove you from our data base. We try to be professional every step of the way through our processes and extend our sincerest apology for offending you. As to our company calling you from gilbert AZ that is our corporate offices We also have an office in El Paso located at [redacted] and have done thousands of windows in your area and have since 1999 please feel free to stop by and talk with our local GM Mr. [redacted] he has been with our company for years and manages our local office and its staff all of which are El Paso residents please swing by we will gladly shake your hand and apologize personally for calling your home Sincerely [redacted] Pres. CEO Sunscape Windows and doors

Sunscape windows has a great product, but they have some of the worst customer service I have ever experienced.
I just bought a house and was quickly contacted by them to set up a in-home demo. The demo was good, I was very impressed with the product. So we decided to finance the whole replacement. We were denied and never called back to inform us. It was our 2nd call back we finally found out. After that they said they would try another bank and once again it took another call on our part to get answers. Finally we agreed to pay cash and do the windows in groups. It has been 3 months and 6 calls later and I still have not heard back. I was able to reach their VP of sales or something like that who promised to get to me the next morning with details. He personally promised he would fix this. A call never came and I went to call that afternoon to ask for someone to call me and I explained why I was upset. The girl rudely told they don't work weekends and after I made a point to let her know about my experience she seemed to take my information and said she would see what she could do.
This is sad when a company with a great product has the wrong people trying to sell it. I will have to look else where as I have learned if they can not finance it they don't want to deal with you.
Worst experience I have ever had with a company I have wanted to give my money to and made multiple attempts to give them my business.

Most UNPROFESSIONAL job that I've ever seen. Didn't tape off anything and caulking smeared and spattered all over brick home. I'm putting house up for sale and I've had several people comment that the messy install will affect my selling price. I'M SICK OVER THIS

border-left-color: rgb(204, 204, 204);">This complaint is resolved and customer is Happy

I have an appt. with this customer on Friday 2/28/14 I had talked with mrs [redacted] earlier and told her that I would personally as owner of this company come and handle any issues she had I already had plans to travel there but failed to communicate quickly enough with the date I had told her on the...

12th that within a couple weeks I would come to tx and inspect the job and do whatever I needed to remedy the issues im sorry that it came to this complaint status but will take care of this as I had told them on the 28th Thanks [redacted] pres.

William from Sunscape windows was extremely helpful and informative in guiding me through the process of upgrading the windows in my home. William was very professional and upfront. He did not use pressure tactics to get a sale. I look forward to enjoying these windows in my home.

I had a whole house of windows installed about 8 months ago. When I wasrecently having my kitchen completely remodeled a space underneath one of the windows revealed itself. Apparently, the installers caulked above an outside counter/pass thru, but not underneath. I called SunScape and a service tech, [redacted], showed up that day and sealed the void. I am completely satisfied with the quick response and the professional work performed. I would highly recommend this firm.

Very professional team of installers. Arrived on time. Went right to work. 11 windows installed without problems. I noticed a difference in heat transfer the next day. The house is cooler. The windows are cooler. We have had rain since installation, no leaks.

Sunscape Windows & Doors had a display at the [redacted] at the [redacted]. During this home show, our Sunscape booth was offering a promotion to homeowners who signed up for a no obligation, no purchase necessary demonstration of our...

energy efficient windows and doors.The promotion’s only requirement states that ALL homeowners must be present during the demonstration in order to receive the promotional $50 [redacted] gift card. This requirement is also reiterated by our booth staff at the Home Show, as well as in bold writing on our home show appointment vouchers.While at the home show, Mr. [redacted] agreed to a demonstration and proceeded to fill out an appointment voucher with his name and the name of his spouse/partner, [redacted]. Once the appointment is set, the customer is given a carbon copy for their record of the upcoming appointment time and the Sunscape consultant’s name who will be giving this demonstration. When our salesman arrived on 1/24/14 to Mr. [redacted] residence, [redacted] was not present at the time for the demonstration. Our salesman are aware, if this should occur where both homeowners are not present, the salesman is advised to reschedule a time that is convenient for both homeowners to be present and the [redacted] gift card is not given at that time due to no demonstration actually taking place.We want the best value for our customers and to honor our promotion, however, we must adhere to our policy of all homeowners being present in order to receive the promotional gift card. I apologized to Mr. [redacted] for any miscommunication or inconvenience this may have caused him and his family. Sunscape takes great pride in our customers and our product. As a show of our deepest apologies, I would like to extend Mr. [redacted] the $50 [redacted] gift card on 2/6/14 and to extend an open opportunity at any time should he wish, to receive a no obligation estimate. If he chooses not to go ahead with the demonstration, then I personally, [redacted], President C.E.O. extend my apology to Mr. [redacted] and will work extensively with my employees to see that a future incident does not occur again.Respectfully,[redacted], C.E.O.

Failure to return calls. I have called five times in the last three weeks. None returned. I did talk to repair service on about my fourth call and he set up an appointment, but they never showed. Still waiting for a call back.

Mr. [redacted],We are sorry to hear that you are not completely satisfied with your windows. Sunscape Windows & Doors strives to go above and beyond to make sure each customer is 100% satisfied with both their windows and our company. Unfortunately, the window configuration you are...

requesting would not work correctly, and would in turn cause operational issues - which we wanted to avoid because it would be considered outside the standards of the window industry. We wanted you to be provided with the best windows possible for your home that would work without issue. On April 9, 2015, [redacted], the President of Sunscape Windows and Doors contacted you in hopes to work out a solution to your concern. We will work with you in any way to help make you 100% satisfied. If you can please contact Mr. [redacted] at [redacted] (option #1) - so we can get this matter resolved promptly. Once again, we want to do everything we can to make sure you are 100% satisfied. Thank you,Sunscape Windows & Doors

Dear Sir, we greatly apologize for calling your number, I will remove it from our data base. Our company only calls qualified home owners with windows older than ten years and offers them 50.00 gift card just for sitting through our 90 minute demo and there is absolutely no obligation to purchase...

anything! if your not a home owner or don't fit the age criteria? we automatically remove you from our data base. We try to be professional every step of the way through our processes and extend our sincerest apology for offending you. As to our company calling you from gilbert AZ that is our corporate offices We also have an office in El Paso located at [redacted] and have done thousands of windows in your area and have since 1999 please feel free to stop by and talk with our local GM Mr. [redacted] he has been with our company for years and manages our local office and its staff all of which are El Paso residents please swing by we will gladly shake your hand and apologize personally for calling your home Sincerely [redacted] Pres. CEO Sunscape Windows and doors