Sunscape Windows & Doors

I was working with a representative from Sunscape Windows and Doors and was provided a financing amount for the product. Based on that amount, my wife and I accepted an offer for a credit check with NO requirement to buy - just a look for approval or declination. I was contacted a day or so later with a different amount the financing company would finance as well as an offer from a different financing company. I informed Lisa, the phone rep, that I would have to speak with my wife regarding the offers. About a week later, in the mail arrives a debit-like card for the different amount the first financing company would agree to that I never approved!

We swiftly contacted the financing company and canceled that line of credit. I then called Sunscape and requested to speak with Lisa. She was not available, but I was guaranteed a return call by the owner. Lisa called me back and attempted to justify why I got the loan sent to us.

We were also told the credit run would be only a "soft hit." We were then told, only after the fact, that the secondary loan options were not so soft. My wife's credit took a hit for a point thanks to this company running a second check we never authorized.

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.  It was very refreshing to discover that a buisness will actually fix the issue completly!!!!!   I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.  Once again, Thanks to the owner!Regards,[redacted]

The technician arrived at my home with a complet set of screens unfortunately only half of them fitted correctly. The technician placed a call to his office to reorder the incorrect screens and I am waiting for their arrival. Upon installation and fitting ccorrectly will I be satisfied. Thank You

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

[redacted] came to talk to us about these fabulous windows. Enjoyed his sense of humor and knowledge of his job. So excited and looking forward to the installation of my windows. Would without a doubt recommend this company without reservation!!

Review: Wife and I went to Home show with the intentions of getting window estimates and some plumbing done. Went to Sunscape's booth and talked to a female and set up an appoitment to show windows. They promised me for my time a $50 dollar gift card from [redacted] for just coming into my house. We set the appointment for Friday, January 24 at 1 pm for. I explained to her that the wife was working that I would be the only one there and she told me that it was perfectly fine - and told me that the first thing that they when they come out is to give us the gift card. I told her that was a nice benefit for something that I was going to do anyway. I made it perfectly clear to her that my wife would me at work during the presentation and I was told that it was no problem. The salesman showed up and came in my house and gave me a song and dance why he could not honor commitment because my wife was at work, he made a phone call (for show) and left. He told me that it was "company policy" that both me that the wife had to be present. I explained to him that at the home show that I was told that it was okay for just myself to be present. He showed up and would not honor the gift card or show the product. The "company policy" was not in effect during the home show when the commitments were made, but all of a sudden, they are in place when he came out. When I told the salesman that I would file a complaint with the Revdex.com, he just kinda laughed and told me that they know how to handle these claims. I feel that anybody that does their home work to check into this business, they should realize what kind of company they might be dealing with.Desired Settlement: Honor promise. When I told the salesman that I would file a complaint with the Revdex.com, he just kinda laughed and told me that they know how to handle these claims. I feel that anybody that does their home work to check into this business, they should realize what kind of company they might be dealing with.

Business

Response:

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.

Consumer

Response:

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. It was very refreshing to discover that a buisness will actually fix the issue completly!!!!! I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. Once again, Thanks to the owner!Regards,[redacted]

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

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.

Review: The presentation was nice and it made you believe that this company was probably professional about handling business, but this is a huge deception.

Sunscape replaced two doors and five windows in my home (an $8,000 dollar job). After the install, my home was completely, excuse my french, [redacted]! They left the home dirty, not dusty, with layers of dirt. All five of our blinds were broken, they dug up poles that were in their way and just left them lying in the yard. I had to call the company back to come clean my home. You would think that after making an 8K profit, that they would at least hire someone for at least $200 to clean up the mess.

So the actual current problem is that the fixtures were wrong and they want to charge us $375 a piece to replace the fixtures. I have never worked with this level of service in my entire life.

We were actually going to have Sunscape replace all the windows in our home and office for a total of over 50k, but after the mess they left behind and the fact that they want to nickel and dime us for some fixtures has made me look into other companies to finish the job.

So these guys lost a 50K job over $750. I hope their work ethic changes because I can't see how a business will survive like that.Desired Settlement: I want the correct finishes to both of the french doors "the Antique Bronze." That is all. I would rather they come get the doors and give me back my old doors if I cannot get the finishes that I want.

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.

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.

I was in the market for new windows. I was at a home show and saw Sunscape Windows booth. They said they would give me a $50.00 gift card to [redacted] to just see a demo. I set up a appointment. The consultant arrived on time with a name badge and gift card. I sat thru a short demonstration. It was extremely informative. I never knew my windows were so bad. He measured my windows and called the office. The price was extremely affordable for the high quality of there products. When they came to install them, the crew was prompt, courteous and professional. The entire process from start to finish was excellent. I would recommend them to anybody looking for quality energy efficient windows and doors.

I was working with a representative from Sunscape Windows and Doors and was provided a financing amount for the product. Based on that amount, my wife and I accepted an offer for a credit check with NO requirement to buy - just a look for approval or declination. I was contacted a day or so later with a different amount the financing company would finance as well as an offer from a different financing company. I informed Lisa, the phone rep, that I would have to speak with my wife regarding the offers. About a week later, in the mail arrives a debit-like card for the different amount the first financing company would agree to that I never approved!

We swiftly contacted the financing company and canceled that line of credit. I then called Sunscape and requested to speak with Lisa. She was not available, but I was guaranteed a return call by the owner. Lisa called me back and attempted to justify why I got the loan sent to us.

We were also told the credit run would be only a "soft hit." We were then told, only after the fact, that the secondary loan options were not so soft. My wife's credit took a hit for a point thanks to this company running a second check we never authorized.

[redacted] came to talk to us about these fabulous windows. Enjoyed his sense of humor and knowledge of his job. So excited and looking forward to the installation of my windows. Would without a doubt recommend this company without reservation!!

Review: Sunscape Windows Doors we ordered are the wrong size. [redacted] and his installers tried to mask the huge open gap with a cheap vinyl strip filled with silicon. This silicon was applied very heavy and between the doors hinges. We cannot open or close the doors. The doors are scratched as well as the glass on French doors and atrium door. The glass also has black blotches and cannot be removed from outside. The initial moldings on door frames were ruined. Installers put particle board mouldings that are not the right size.There are big gaps between moulding and base boards.The five locking point system was removed on French door yet to be replaced.Initial installation was December 20, 2013 we have been more than patient. Owner [redacted] has not prioritized or addressed our concerns.We have spoken to [redacted],[redacted],[redacted],[redacted],[redacted],[redacted]) and no one gets this corrected.Desired Settlement: We want an itemized statement of what the job entailed. Obviously Sunscape Windows does not adhere to their 100% customer satisfaction. We want a full refund for French doors and atrium door as well. Their doors can be taken once Pella Doors are installed.

Business

Response:

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.

Review: I would like for Sunscape windows and doors to stop calling our home phone number ###-###-#### this is our home phone number I don't know how Sunscape Windows and doors got hold of our phone number if we live in El Paso Tx and this business is in Gilbert ArizonaDesired Settlement: I would like for Sunscape windows and doors to stop calling our home phone # ###-###-#### this is our home phone # I don't know how they got hold of our phone # if we live in El Paso Tx and this Business is in Gilbert Arizona

Business

Response:

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

Review: Their telemarketer (who was rude and wouldn't shut up) called my number, at dinner time, which is listed in the "Do Not Call" registry, and which is my cell phone. I tried to explain to the marketer of his calling my cell phone and that it's on the Do Not Call list, to which he became very rude and wouldn't "shut up" and continued to talk over me. I finally just hung up.Desired Settlement: I want them to respect the registry and not call me.

Business

Response:

It is not the intent of our company, to upset anyone. We are provided customer list's from multiple sources. Unfortunately, it saddens us to say that the Do Not Call List is not nearly as effective as we wish it was - for both you as a customer, and us as a company. It is only our intention to call eligible customers to inform them of our current promotions, which at this time is a $50.00 gift card - just for receiving an estimate. I sincerely apologize for any inconvenience or undo stress we may have caused. We immediately remove customers for our list when they request us to do so. The only problem we have is that sometimes that particular customer may be on one or more of our lists that we've been provided. We have taken every effort at this point to remove you from all of our data, and would like to extend a sincerest apology from myself to you. We will do our very best to see that our company will never contact you again.

Once again, we apologize as a company, and the employee whom you spoke to is sending out a letter of apology to you as well.

[redacted], President

Consumer

Response:

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

One thing to note is that I would suggest they review their representatives calls and note the rudeness, of the rep who had called me. That rep should be fired.

Regards,

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.

Review: Seven windows were installed on 3/30/2014 on the front, side, and back of our home. We paid $5,490.00 cash, with a lifetime warranty and a guarantee of 100% satisfaction. We have had nothing but trouble from ([redacted] one. They are allegedly Energy efficient Series 1000, Low E 28-28 glass with Argon Gas, White Virgin Vinyl Frames with grids. The suns heat comes right through the glass and there are air leaks between the frame and the slider window. This company has only taken our calls with promises from as far up as the owner of the company!! Their meter gun showed a reading that was the same as our glass storm door that is not even rated a5 energy efficient. This reading was performed by [redacted], a factory representative who allegedly was shocked and claimed that he returned the meter to the company. Their answer to keep the sun's heat from coming right through the glass was to install sunscreens at each of the windows! These sunscreens did not do the job and now you cannot see the decorative grids!! Also, these sunscreens do nothing to keep the wind drafts from coming right through the windows! When we asked Mr. [redacted] to have the screens made at the. factory, he responded, "No way will the company do that." We have proof that the previous windows that were purchased locally about 15 or 20 years ago, which were vinyl, clear, double paned (no argon gas), were more energy efficient than these highly acclaimed energy star windows. We can prove it with our utility bills IDesired Settlement: We are terribly disappointed in this company and very much regret the day that we put our trust and confidence in the promises this company made us. What we would like to see happen, short of legal action, is for the company to live up to their promises of 100% satisfaction by: (1.) Installing truly energy efficient windows with argon gas that will meet their claims. (2.) Install windows that will not let the sun's heat come through. (3.) Window frames and sliders that truly keep drafts out (keep the heat/cold air from leaking in/out). (4.) Have all windows installed in a professional manner and for the installsr to quit talking down to us, which Is very unprofessional.

Business

Response:

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 Review: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