ComplaintsforSunSmart Windows & Doors

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We just had 31 replacement windows installed in our home. One room has 5 windows side by side and one of the windows is different than the others making it stand out. It has a single lock on top and every window in my home has doubles including the 4 windows beside it. I was told by the company that nothing can be done to fix it because the window is a quarter inch smaller than the others. The company told me that is the only way it can be manufactured because of its size. Then they said it can be made with 2 locks if I am willing to pay for it. I dont want to pay extra for their mistake. They say I signed a quote for the windows but they wont send me the copy of where I did. My copy shows incorrect initials beside the descriptions and I dont know who put them there. They are rude and avoiding me. I cant get any answers from them or a return contact. Last thing they told me was someone would call me first thing this morning but its noon and I still havent heard from anyone

  Business response

  03/24/2023

  Our response is that **** approved the quote prior to order. She had the installation and was 100% happy with the work and quality of the product verified by the signed completion certificate attached. Later she noticed one of the windows she ordered had 1 lock instead of two which was no mistake. The factory allows for 1 lock if the window is under a certain width as standard procedure and this was clearly spelled out on the quote and approved by ****************. The windows are custom built and one was under the limit and others close by were over the limit. After the install she wanted us to replace that window for free and we offered to do the replacement and only charge 50% of the cost of the window to help cover our expenses for the job, and she declined our offer. 
  
  
  *************************
  SunSmart Windows and Doors
  **************************************
  ************
  

  
  

  Customer response

  03/24/2023

  Complaint: 19395409
  
  I am rejecting this response because:
  
  I am rejecting this response because: This is not accurate of what happened. I did approve the quote before they ordered but I was mislead. I was only presented one paper which had the total quote on it and I signed accepting the price. The company has now said in this quote there was a discount for agreeing to do 3 out of 5 choices which I never agreed to do. It is not signed but has forged initials under it.  I told the company that I didn't ************ and they told me their copy doesn't have any initials on it. Now they are billing me for the discount and telling me if I don't pay they will file a lien on my house and report me to the credit bureau. I am happy with the product as I have spoken with the manufacturer and it seems to be great quality. I did sign a letter of completion as I was asked to do. It was completed and the installer told me I had to sign showing they were finished. He told me if I had any problems just to call **** which I trusted to be correct. I didn't circle any of these choices on the completion form. I wasn't walked around after they were finished. **** said he would come back later for this but hasn't yet. The area was not clean of debris. There was dust covering everything and lots of large chunks of their materials all over the floors. I guess that is why they didn't show me anything to circle before signing. I called **** to let him know one window was different than the other 30 and he said he would check on it and get back to me. I waited a month and called him again to ask what to do about it. He sold me on using his company because he said all the windows had double locks and they were safer than single locks. Before signing the authorization page we called him and asked if everything was the same because we didn't understand the details. He assured us it was and my husband  signed. I was told because the window is 1/4 inch smaller it couldn't be built with double locks. Later they said it could be built with double locks if I paid for it. Thats not true as the manufacturer said it could have been built with double locks if Sunsmart would have caught it in time. I don't believe it is my responsibility to pay for half of the replacement because he assured me it had double locks before installation. I believed him. That was his sales pitch to make me believe I was getting the same locks as I had removed. Also the half he wants me to cover is inflated price of what it could be replaced for. He seemed to be an honest person and I trusted him to tell me the truth. He won't send me any paperwork showing where he thinks I owe more money because he knows I didn't sign for it. He is just threatening me for filing a lien. There is no reason we can't work this out and resolve it. I have been trying to do this and he won't work with me.
  
  Regards,
  
  *********************

  Business response

  03/24/2023

  I hate to call people out, but there are many mistruths to what this homeowner is claiming. Fact of the matter is we have the paperwork with her signatures and nothing was forged by any means. Everything was fine with the installation and there were no complaints from this homewoner for many weeks after the install until this entire business of the lock thing popped up. Bottom line is we had the homeowner approve the quote for her project before we ordered it which is an extra step our company does to reduce mistakes and reorders. Most companies in our industry do not do this and have lots of mistakes. It spelled out everything she wanted in great detail. Weeks after the installation when she asked us to replace the single lock window for free, we did decline to do it for free but offered a 50% discount to to the job to cover our expenses of labor, product, shipping as well as the opportunity cost of taking one of our laborers off another job for the better part of the day to replace one window. Many of these grievences she is expressing were never expressed to anyone from our company until after we declined to replace the window for free. We are sorry if this homeowner is genuinely unhappy at this point but that doesn't change the fact that we will not be doing any work for her for free as she has made a valient attempt to besmirtch our name within the community with some truth, some embellishments, some half truths, and some flat out lies. Although it would make more sense for us to simply pay for the window and avoid this negative publicity, the owner is an honorable man and honors all his agreements with customers, however he does not cater to threats by anyone. His intention is to always do the right thing without regard to the consquences. The owner has advised the homeowner if they feel their contract was not honored to take it up with the appropriate avenues legally as they will find that it very much was honored. He also is willing to replace the window. However, since his discount was refused, it would be at the full retail price now. We have been in business many years and the purchase of unfinished custom goods is a tricky business with many chances for errors along the way and that is with every company who does this type of work. Sometimes homeowners try to capitalize on things that go wrong with nobody particularly at fault or pressure companies to pay for things that they are not entitled to and since they know the company did nothing wrong, they use the tactics of threatening to leave negative reviews if they don't get what they want. That avenue is not the best avenue. Happy to take this negative review. We have many times helped people by absorbing costs like this, but this homeowner was nasty to our staff and untruthful in her public criticism in an attempt to hurt our business and we opted not to do any additional and unnecessary work for her as a result. 

  Customer response

  03/24/2023

  Complaint: 19395409
  
  I am rejecting this response because:I don't have any mistruths in my responses. I didn't wait weeks to point out the single lock other than I was waiting on the company to come to my home for a scheduled visit that they didn't show up for. They said they would come back the week after installation to repair the damage to the window *****. I waited 3 weeks and finally called to find out why they were taking so long. They had forgot to return and said they would come back the next week which they did. So that was a month later but I was trying to get with the company. **** was supposed to come for the walk through which would be the time to address all the problems but he hasn't done that yet. I did approve the quote but that has nothing to do with the size of the window or the single lock. Its not even listed on that. I have never threatened the company nor would I do so. I simply put a review stating what was happening to me because I was being treated wrong. Everyone I have asked told me its not my responsibility to catch the error, it was the companies place to. I even asked him to look it over and he assured me everything was the same. He knew I was wanting double locks on every window because we discussed that. He simply didn't take the time to look it over before ordering even though he said he did. I don't threaten to leave negative reviews if I don't get my window replaced. The owner told me why pay all that money to an attorney when it would be cheaper to pay for half the window. I told him it's not about the money, it's about doing the right thing and standing by your word .I have never been nasty to the staff or never was untruthful in my public review. I didn't list all the problems I have had with this company, I only told people about the wrong window so they would not be cheated as I was .I didn't even list all the trouble I have had on this review. I only listed the wrong window to try and get it resolved. They are extremely rude and threatening to me every time I try to contact them. I am trying to put all of this behind me other than the wrong window. I have tried several times to work this out. I even called and asked about the window rating for my income tax and the company wouldn't help me. I ended up having to call the manufacturer for this answer. The bottom line is my initials were forged on the quote and every time I mention this the company won't address it. They gave me incomplete paperwork to sign and then they fill it in later. If they are telling the truth about me signing the quote than where did the initials come from? I can provide my copy showing it was forged because its not even the right initials on it. That is forgery
  
  Regards,
  
  *********************

  Customer response

  03/27/2023

  Complaint: 19395409
  
  I am rejecting this response because:

   

  I am rejecting this response because:I don't have any mistruths in my responses. I didn't wait weeks to point out the single lock other than I was waiting on the company to come to my home for a scheduled visit that they didn't show up for. They said they would come back the week after installation to repair the damage to the window *****. I waited 3 weeks and finally called to find out why they were taking so long. They had forgot to return and said they would come back the next week which they did. So that was a month later but I was trying to get with the company. **** was supposed to come for the walk through which would be the time to address all the problems but he hasn't done that yet. I did approve the quote but that has nothing to do with the size of the window or the single lock. Its not even listed on that. I have never threatened the company nor would I do so. I simply put a review stating what was happening to me because I was being treated wrong. Everyone I have asked told me its not my responsibility to catch the error, it was the companies place to. I even asked him to look it over and he assured me everything was the same. He knew I was wanting double locks on every window because we discussed that. He simply didn't take the time to look it over before ordering even though he said he did. I don't threaten to leave negative reviews if I don't get my window replaced. The owner told me why pay all that money to an attorney when it would be cheaper to pay for half the window. I told him it's not about the money, it's about doing the right thing and standing by your word .I have never been nasty to the staff or never was untruthful in my public review. I didn't list all the problems I have had with this company, I only told people about the wrong window so they would not be cheated as I was .I didn't even list all the trouble I have had on this review. I only listed the wrong window to try and get it resolved. They are extremely rude and threatening to me every time I try to contact them. I am trying to put all of this behind me other than the wrong window. I have tried several times to work this out. I even called and asked about the window rating for my income tax and the company wouldn't help me. I ended up having to call the manufacturer for this answer. The bottom line is my initials were forged on the quote and every time I mention this the company won't address it. They gave me incomplete paperwork to sign and then they fill it in later. If they are telling the truth about me signing the quote than where did the initials come from? I can provide my copy showing it was forged because its not even the right initials on it. That is forgery
  
  Regards,
  
  *********************

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