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Complaint Details
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Initial Complaint
29/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
***** ********* *** ******* *** ********* ** *** *** *** ***** ******** **** * ***** ******** **** ********** We ordered two double-paned replacement picture windows with bottom sliders to open/close for the front sun room at our cottage, *** ******* ***** ******** ****** The supplier and installing firm was The Window Factory, *** ***** ******* **** *** **** ******** *** *** *** **** ***** *********. Our concern is that the company installed single paned windows with bottom sliders. When my wife and I spoke with the owner about this he said he had called my wife and informed her of the change, which is incorrect, as she would have told me about this change. Then he said he gave us a second invoice for window which was cracked, for a double-paned window. Not knowing that single pane windows were put in, we forwarded a copy to the insurance company, and only later discovered that we were overpaid, after the cheque was cashed and deposited. We informed ******** of this and the company waived any repayment. The owner also claimed that when he visited the cottage in late March to prepare an estimate there was rot under them. Then he said he chose single paned ones so "thousands of dollars would not have to be spent to rebuild the sills". A friend was present while the two workers installed the windows. She told us that she asked them if the sills were in good condition and they responded that everything was OK, so he was wrong. We want to have the two windows removed and replaced with the ones we ordered. His answer was that his firm could install the double two paned windows (without the opening sliders) for an additional payment of $600.00. Of course, we refused. Can your organization contact this company and request that the correct windows be installed at no cost to us? Thank-you. ********** ***** *** ******** *********
Business response
15/08/2022
Our company has followed up with the customer and have agreed upon a resolution that will satisfy them. They should be in touch with you shortly to provide you the details of the resolution and remove their complaint. We will follow through with our resolution to ensure the customer is fully satisfied.
Thank you
Spiros ********
The Window Factory
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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