ComplaintsforMcLendon Home Services

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company installed faulty windows at my home. We paid for a lifetime warranty. We expressed issues with mold in the window frames - its been three months and they will not return my phone calls.

  Business response

  05/21/2024

  ***** originally purchased ******** Windows from McLendon in 2022. After the installation, it was discovered that there was moisture and condensation buildup on the windows in one room. ********** service technicians inspected the issue in March 2023. According to their records, they determined that the condensation was originating from inside the home, and the windows were effectively preventing the condensation from passing through, as designed.
  ***** disagreed with ********** conclusion,prompting ******** to agree to replace the windows. Unfortunately, the same issue recurred, and ********** service technicians once again concluded that the condensation was coming from the interior of the home, which the windows were successfully blocking.
  ***** subsequently contacted McLendon,requesting windows from a manufacturer other than ********, believing the fault lay in the design of ********** windows. We submitted her request to ********,but experienced a server crash that temporarily caused us to lose records and communications with our customers, including *****'s project.
  ***** called on Tuesday, the 21st in the afternoon. I returned her call and left a voicemail the following day,Wednesday, the 22nd. She called again on Friday, the 24th, to which I responded on Monday morning. ***** informed me that she had not received my previous messages, although I confirmed that they were left on the correct phone number.
  ******** has agreed to refund the full purchase amount of the product, and we have agreed to install Milgard windows in their place. We have informed ***** that ********** report suggests the problem is likely due to condensation originating from the interior of the home, and changing the windows might not resolve the issue. However, in the interest of excellent customer service, we are willing to proceed with the replacement at *****'s request at our cost.
  We have reached out to ***** and scheduled the installation of the new Milgard windows for *****

  Customer response

  05/21/2024

   
  Complaint: 21728455
  
  I am rejecting this response because: The business is lying in it's response. They did not return my calls until yesterday, after I filed a complaint with the BBB. Additionally, the issue, both times, was not condensation originating from inside the home. We have humidity monitors throughout the home and the humidity has not gone above 55%, which is normal. We leave curtains open day and night and there has never been condensation built up on the inside of the home, not on the glass or on the frame. The moisture accumulated inside the frame, not inside the home. When ******** came to my home in 2022 the represenative specifically said that it is a manufacturer defect with the frame of the window. He also said this is a common issue with this type of window. The business also sent one of their technicians, ******, and he also said he had never seen anything like what we were experiencing. At that time new windows were ordered and installed. I expressed concerns at that time because they were installing the same windows that I had been told there are issues with, I asked the company why they kept installing windows that are known to have defects and was not met with a response. Now, here we are, with the same problem. Again, there is no condensation on the glass, or on the frame, just inside it. If there were condensation issues in the home, then we would be seeing moisture buildup on the interior glass panes and that's not the case. The business has acknowledged this several times, the ******** rep has said this is an issue with the windows, not the home.
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our gutter had detached from the back *****, leaving a gap. Looking for help to reattach it, in November of 2022 we went to McLendon Hardware, our trusted source of advice for many years.There, we were provided a card with information about McLendon Home Services, which asked $1,000.00 for a quote, money that would be applicable toward the job if we accepted the bid, and we agreed. Their estimator, *****, came to our home and was courteous and professional. We showed him the gap between roof and gutter, he inspected all the gutters, and promised us a bid. After repeated calls and messages, it was finally e-mailed July 1, 2023 (see McLendon Quote E-mail, attached).The estimate (see McLendon Home Services Bid.pdf, attached), lacked detail, with only two line items. Both were to remove and haul the existing gutter, with the replacements cost and specifications, the one for 108 feet of gutter, the other for 50 feet. Requests for further details were only answered by sending us another copy of the bid. McLendon telephoned us in early June to pay half of the bids total price. Accordingly, we paid $600.00 July 7, 2023 (see McLendon Hardware Receipt.pdf). Monday, July 24, 2023 a phone call advised a job date of the 26th, and by that afternoon the house had all new gutters. But the workers were apologetic, because even with new gutters, the gap still existed (see Comparison of Gutters Before and After McLendons Home Services 092423pptx.pdf, attached). They explained that some rafter ends were misaligned, leaving them unable to eliminate the gap, When we told **************** of McLendon Home Services that the object of the job had not been accomplished we were essentially told that the bid had been completed as specified.Now we are supposed to pay $722.08 to complete the $1,3022.08 for a job that has not solved our problem.************************* ********************************************

  Business response

  10/24/2023

  On July 7th, 2023, customer placed a 50% deposit to commence a purchase and installation of seamless gutters with removal of existing which were clearly outlined on the quote that has been provided. There was no other service quoted because we do not perform other services (ex.Roof flashing). The information regarding the incapability of doing the extra work was relayed to the customer on July 5th, before the deposit was taken. There was additional confusion about an obligation of $1,000.00 whether purchased or not; that is never the case with our company,the $1,000.00 was a reference to our gutter job minimum, which this order exceeded.  Had the customer wished to cancel any time before installation there would have been no cost, 100% of the deposit would have been refunded. 
  We are sorry that the installed solution we provided does not suffice for the customer, evidently they would like additional flashing materials and/or roof cleaning, work that we do not have the capability to provide. Our technicians serviced the gaps in the ***** using caulking, free of charge, despite being clear about not repairing them ahead of time.  However, given the lack of satisfaction and clearly expecting a different outcome, we would like to offer an additional 20% reduction in the purchase price along with our sincere apologies.

  Customer response

  10/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

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