ComplaintsforRichmond Window Corporation

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had windows installed may 21 2024 we are still dealing with problems from the windows. The third party finance company was not suppose to cash the second part of the loan until we were satisfied. The day after it was cashed and we still are not satisfied. I feel they are dragging their feet because they have their money. I cant get anyone to return my calls nor can i get an answer as when they are going to come out and take care of the issues. We are very disappointed in the windows and they dont care. This was supposed to be energy efficient and my power bill has doubled. We can not see out of our windows in the morning due to the fog on them. They have no resolution to fix them. These were supposed to be the best and they have let us down and false advertisement as far as being energy efficient. I have had 5 different people come to our house and still nothing has been done. We are now going into the 5th month and still nothing.

  

  Business response

  10/07/2024

  We have been in constant communication with the customers since 8/9 and have a delivery date of 10/18 for the parts necessary to complete the service.  Once the parts are received and inspected by our quality control team, we will schedule a convenient time for completion.  
  We are confident that they will love their windows for many years to come, and we’re here if they ever need us.  
  Thank you 
  

  Customer response

  11/12/2024

  This was the response from my complaint on 9-26. They responded (see below). Yes, they did order parts however, that was complete the "Original Install". The parts ordered DOES NOT solve the issues regarding my complaint. If these "SmartSun" windows are so efficient then my utility bill should NOT have increased by double & we shouldn't be battling with fogging/condensation daily. Ordering parts doesn't fix the root of the problem. As of today 11/05/2024 Richmond Window has NOT made good on their promise of satisfaction by simply doing what needs to be done! I regret to say that I used ********** services & should've kept my old windows. I found it very insulting that insulated that the fogging/condensation was of our own doing .. What a slap in the face from those I look for help. ********** response. 10/07/2024 We have been in constant communication with the customers since 8/9 and have a delivery date of 10/18 for the parts necessary to complete the service. Once the parts are received and inspected by our quality control team, we will schedule a convenient time for completion. We are confident that they will love their windows for many years to come, and were here if they ever need us. Thank you

  

  Business response

  11/17/2024

  Through a thorough examination, we have determined that there are no issues with the installation and performance of the products installed.  As previously communicated with the homeowners, condensation will occur due to humidity levels inside and outside of the home.   
  There is still one screen to be replaced, and we will contact the homeowners to set a time to install it once we have received delivery.   
  Thank you 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I never received a copy of my alleged contract and I am seeking a refund of my $1500.00 deposit. I met with Art on June 28th of 2024 and to date, I have no contract. I have been trying unsuccessfully to pull out of this project and recoup my deposit. I have sent emails, made phone calls, and I'm being told there is a contract, a signed cancellation policy, and that they are moving forward with the project. I still have no contract and not seen this alleged cancellation policy with my signature on it. They are very aware of this situation as I have communicated clearly and numerous times. I got an email yesterday saying they will be at my house the morning of 8/30/24 to install the windows. How??? There is no contract. Is it even legal to force someone to follow through on a project where a contract does not exist? Is it legal to keep a deposit when there is no contract? There have been four (4) detailed email exchanges between myself and ******************************* and three (3) detailed phone calls. The emails are dates as follows: 8/2/24, 8/4/24, and 8/6/24. The phone calls were one, with the company on July 26, 2024, and the other two with *******************************, a Sales Leader, who alleges is working on this issue. ***** and I spoke on 7/29/24 and not again until 8/2/24 (five days apart).

  

  Business response

  08/14/2024

  The customer purchased from us on 6/28/24 and made a deposit of $1500. A measurement was scheduled for 7/11/24 and agreed to by the customer to come into the home and gather the final technical measurements of the windows and the order was placed shortly thereafter.  The windows have been made and shipped to our warehouse awaiting installation.   
  During the measurement process, the customer signed documents confirming receipt of agreement and the scope of work to be done.  
  We have a tentative installation date of 8/30/24 scheduled with the customer.  
  Were confident the customer will be thrilled with the installation of the new windows and will enjoy them as long as they reside in the home.  
  Thank you
  
  

  Customer response

  08/14/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  There is no contract to date. This cannot be legal and no one will be entering my house. That will also be illegal.

  
  Regards,
  
  *************************
  
  
  
  

  
  

  

  Business response

  08/22/2024

  All - we stand by our first response.   Thank you 

  Customer response

  08/22/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Neither response addressed the contract in question. The first response mentioned an installment appointment, and this last one seems like a mission statement. What about the contract? I never saw it and therefore, this company, denied me any and all opportunities to review it, cancel it, etc.
  
  Regards,
  
  *************************
  
  
  
  
  

  

  Business response

  08/28/2024

  Attached you will find the original agreement signed by *********************** on June 28, 2024.  

  Customer response

  08/28/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Today is August 28, 2024. I am seeing this contract for the first time after numerous requests and complaints. This is not acceptable because now this business has deprived me any chance of cancelling the contract that was signed 6/28/24. Why did it take them two entire months to produce this contract? Can this even be resolved now?
  
  *************************
  
  
  
  
  

• Initial Complaint

  03/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I got a loan package in the mail today for windows with Richmond Windiw Corporation, which is Renewal by ********. I talked to a representative I believe in November of 2023. I was pushed into signing a contract that I Canceled in writing the next day. I received confirmation that it was canceled. Today, 3/28/2024, I received a **************************************************** on my loan with green sky for $21,424. It says I must activate my account to accept my installment loan agreement and use my loan.Someone other than me could have intercepted this and set up a loan for themself on my credit, in my name. I am not doing business with RWC or Renewal by ******** or Green *** loans, which is actually ************ in ********, **. I am furious. Renewal by ******** us at fault. I declined doing any business with them months ago.what if I were an older person and I thought I had to sign and send this information in? What if somebody stole this out of my mailbox? Im also going to find out what regulatory agency I can write to for ************* Should also reflect negatively on Renewal by ********. Other people should be made aware of how they do business.

  

  Business response

  04/07/2024

  We are puzzled as to why this is considered a complaint as the customers agreement was canceled within the three day rescission period.  As far as the financing is concerned, the responsibility is on the customer to cancel the financing agreement.   If the customer needs assistance in doing so, we are happy to help.
  Thanks! 

   

• Initial Complaint

  03/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Richmond Window Corp. Renewal by ******** paid $23,825.00 got half before starting project on windows $11,912.00 on September 22, 2022 on November 14, 2022 got paid other half, I ask for the total cost break down what the window cost each never got statement contract project on (November 10th 2022) they promised everything would complete In one day contractor didn't finished three windows, Call next day 11th complaining that air was escaping around window not satisfied with the work, another contractor came out the second day November 12th put three windows all Installed, Contractor talked was Insulation In the window not knowing, they collected the rest of the money on November 14, 2022 statement of consumer protection breach contract. I call Greensky explain what happen money of $11, 912.00 was releases without finished the window start on November 17, 2022 project manager came out check window contractor didn't put Insulation In the windows we waited In my house In cold air escaping disgusted at that time compensation ask for Andersen window didn't value our business for window done wrong, we waited until December 14th 2022 to put Insulation In windows contractor left damaged to sheet rock because contractors took off seal striped a second time on 10 window we had to take down blinds on 10 windows moving furniture around a second time trash bag at the window very disgusted waiting to this date said they can't do anymore but air still coming around windows sent out some to check window only said they found a latch, Greensky finances company aware this happen, In January 2022 sub-contractor work was knowledgeable on the work got paid before window was finished January 2023 March 2023 Andersen Window projects manager contractor didn't do the work professional on day one November 10 2022, very dissatisfied what we dealt with hiring Richmond Window renewal by Andersen they didn't want to compensation some money on this matter didn't value us as customer wrote letter no answer the run around talking to different people

  Customer response

  03/27/2023

  Issue dealing with windows air coming around windows Andersen can't fixes we Like to resolve Issues on compensation we asking for for damages left air escaping for whole month until present labor we did, reimbursement paid $11,913.00 on that date total sent to Greensky #**** ******** **** will get the Information you need to you soon as possible account number information you need will call office have copies

  

  Business response

  04/04/2023

  Upon initial installation it was determined that some of the window units needed additional foam insulation between the frames.  Our service team rectified the issue, and to convince the homeowners that the windows were sealed and insulated adequately, we took a leaf blower and blew at the windows from the exterior and had a lit candle on the inside and the flame showed no movement.  

  All windows are good to go and we are confident that the homeowners will enjoy them as long as they reside in their home.  

  Thanks!

  Customer response

  04/11/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* ***********************
  
  
  
  
  

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed and order for new front door and 3 storm doors on 5/27/2022. All of the doors were to be keyed the same. All the 3 storm doors were to be self storing. All doors all red in color. Main front door does not close properly. The keys do not open doors easily and are hard to get out of the locks. The 3 storm doors were to be self storing only one is. When we purchased the doors according to the salesman they would be the same. When the man came out to measure the doors were verified with him that all 3 storm doors were to be self storing and he said yes they were. They came out on Oct 11,2022 to install the doors. Before they installed the storm doors 2 were not self storing. The installer brought it to my attention that the 2 doors were different and not self storing. We contacted the office that day and spoke to ***** before doors were installed. ***** said to go ahead and install the doors that were wrong because all they would have to do is change out the inserts and it was not a big problem. So they installed the 2 wrong doors. Spoke with ***** 10-24-2022 at 1:10pm and he wants us to pay another ******** to come fix the problem on top of the $7,678.00 that we have already agreed to pay.

  

  Business response

  11/01/2022

  We regret that there are concerns about the Storm Doors, however all products that were installed match the exact specifications as detailed in the sales agreement.  The door that isnt closing properly, along with the locking mechanisms are under warranty and will be taken care of during our service appointment.   
  The $1400 that is referenced pertains to us giving them a price at cost for a different style of doors.   
  Were confident after the service is completed, that they will love their doors as long as they live in their home.  
  Thank You!

  Customer response

  11/04/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The day the installed the doors we were told to have the doors installed and that all it would take is for someone to come back out and change the tracking on the 

  doors and that it would be no extra. That is what I want done. 
  
  Regards,
  
  ***************************
  
  
  
  

  
  

  

  Business response

  11/04/2022

  Upon purchase, all customers receive detailed specifications along with pictures of the entry and storm doors to be installed.  At the technical measure, customers have the opportunity to change styles and options of purchased products and in this case the customer signed the buyers acknowledgment stating that what they initially purchased were the products to be ordered and installed.  
  We have offered to install different doors at a highly discounted price, but the customer refused.  
  Thanks. 

• Initial Complaint

  08/11/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Date of transaction: October 14,2020. Amount $5540 Purchase was for ProVia brand patio doors. In January, 2021, an employee by the name of ***** and his helper came to install the doors. As soon as they left, my husband, ******, called them so they could fix the doors as they were "creeping" shut. From then on, the problems started and have not stopped. They have made numerous trips out to our home to repair various functionings of the doors. Their last visit for repairs was 6/3/22 and they finally determined a new door panel would have to be ordered. We have not heard from them since 6/8/22, so my husband called today (7/26/22) and talked to ******* (customer service manager who previously told us we can count on her to get this problem fixed). We were told today that the door panel that was ordered is set to possibly be produced sometime in October of this year, TWO YEARS later. This is our problem in a nut shell. I hesitated to contact you before now, but they kept promising us it would be taken care of.

  

  Business response

  08/19/2022

  Service for door panel was completed today! 8/19/22.  Sorry we couldnt have been out there sooner, however due to lingering supply chain issues, we just received the door panel this week.  We are confident that ************** will enjoy her doors for years to come, and were always here if needed. 

  Thank you

  Customer response

  08/22/2022

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.
  
  Regards,
  
  *******************
  
  
  
  

• Initial Complaint

  02/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On feb. 23 2000 we purchased Great lake windows from Richmond window corp. It was purchased as a lifetime warranty plus. We started having problems with the windows and contacted Great lakes which now is Plygem corp. After review of the warranty issue they sent new windows less the trim to RWC about three weeks ago. We contacted RWC and they agreed to installed the windows. I have spoken to Mr. ***** *everal times before the windows were shipped. He gave me a price to come out of ***** and a price of ****** to install each window. RWC has the windows and every other day we call to see what day we are scheduled to have them installed. We were told the Mr. ***** would have to handle the scheduling. Each time we call he is not available, on the floor in a meeting or not on site. This process has be ongoing since June of last year and we have tried to keep RWC in the loop. Since the windows have been shipped we have been unable to speak with him or been put on the schedule. I have issues with mold and would like to be put on the schedule for installation. As a customer we contacted Plygem and did the footwork to get them to RWC. All RWC has to do is put them in.

  

  Business response

  02/16/2022

  The service date was already set before this notification came in.  We look forward to taking care of our customer’s windows.  Even after twenty years form original installation, we are ready, willing, and able to serve!   
  

  Customer response

  02/18/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID 16742509, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** ******  
  
  
  The initial complaint was and still remains that it has taken me from June 2021 to obtain the new window panes from the manufacture with no assistance from Richmond Window Corp. Upon receipt of the panes at Richmond Window at took me writing this complaint to get an appointment to have the panes installed at a cost to me. We were never given a copy of the warranty. It was simply written in the initial contract that the windows were coved by a lifetime warranty. Now that they sell Renewal by Anderson windows I feel they have stalled trying to not honor the Plygem windows that were sold to me. Every sales person told me I had to speak to the store manager to get an appointment. On one occasion I was hung up on. I feel since I have done all the leg work to obtain the panes and have been through the entire winter with lots of air and mold coming into my house that has been making me sick that they should install the panes under the warranty for free.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩