Complaints

• Initial Complaint

  06/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In July 2023, I had two egress windows installed in my basement by Denver Egress Windows, replacing two small, non-code compliant windows. I specifically selected this firm because they included Structural Engineering Detail and Approval Letter as well as a Permit as part of their pricing. I received correspondence from the office manager on 7/21/23 advising "Our office will mail your complete permit package to you within four to five weeks, it takes a few weeks because we need to wait for the engineers wet sealed stamped letter to arrive before mailing the package to you. Once you receive the permit package, you can then call your local ******************* to schedule your final inspection. Inspections must be completed within six months of receipt of permit".On 11/17/23, I emailed the office manager to advise that I had not yet received the permit package. On 12/10/23, I had not received a response and requested a status update on the permit package. I received a phone call from another Denver Egress Window employee advising that they had an issue with an intern during the summer who hadn't filed the paperwork, but that they'd get on it. I followed up again via email on 2/28/24, 3/14/24, 4/6/24, 5/8/24, and 6/7/24. I called and left a message on 4/26/24. I have received occasional call backs from the other employee advising that their license had expired in winter, so they had to restart the process because the permit had expired. I asked on 6/7/24 for copies of all documents that have been created post repair, but have not received a response. It has now been almost a year and I still don't have any permit paperwork to schedule the final inspection.

  Business response

  06/18/2024

  We received the engineer's drawings on July 10, 2023 and submitted for ************************* permit on the following day.   We paid for *****'s permit on 7/24/23 (see attached payment receipt) We then received the engineer's final stamped letter on 9/25/23, which we had explained to ***** that it could take a couple months due to the engineer's backed up schedule.     My assistant Baylie mailed out the permit package the week of 9/25/23 to 9/29/23 to *****'s residence.      We received a call from ***** later stating she never got her permit package; I had my assistant check into this and we discovered that the permit had expired due to how much time had gone by so we explained we would reactive the permit for her but during this timeframe the building department had a system change and it took them over a month to even respond to our request to renew the permit in addition our contractor had expired around this time and we had to get that renewed which also caused further delays.

  Please see attached documentations with dated receipts and proof that we are and have been actively working on her permit.   We also called her and informed her that new permit was paid for again and have done that at no extra cost to *********************.

   

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They charged me for a 4x4 window and only put in a 3x4 window. The owner yelled and used profane language and threatened to *** me and same with the manager when this is*** was brought up to them after i had paid and noticed the error.The story is as followed. I signed a contract for a 4x4 window with a sale price of $6250 but I changed the window to a 3x4 window as the cost of that was $5100 as it was more in my price range. I spoke with their manager and sales rep to notify them of the change. They put in the 3x4 window and charged me the price of a 4x4 window, $6250. They called to settle the bill the day after they installed the window. I asked for an invoice prior to paying so i could pay the remaining by check, but they pressured me into paying that day over the phone. After i paid, i realized the error in the overpayment. I called back and told them of the overpayment and the manager agreed i told me she would refund me $100. I was taken aback as the price difference was $1150. i was told i was trying to steal from them and that they had never agreed to the price of a 3x4 window and that had spoken with me about the price, which none of this is true. The owner jumped onto the call and began to yell at me, call me names and curse at me. They refused to give me the difference back and honor the price of a 3x4 window. Since i paid the amount what was on the contract, I asked them to honor the original contract and install a 4x4 window. They wouldnt do this either. After they hung up on me, they did credit my account with $400 which I didnt agree to. To me this is attempt to hide their crime. I am still owed $750 dollars. The photos are two different contracts i had signed initially. One shows the price of one 4x4 window to be installed and the other shows the price of two 3x4 windows to be installed. I blacked out my personal info. The third photo shows they charged me for the 4x4 window then reimbursed me the incorrect amount.

  Business response

  12/04/2023

  The original estimate ************************* received was for 2 egress windows which were 36x48 Tilt and Turn windows, so he was given a volume discount for us installing two egress windows at the same time.    He couldn't afford to do the two windows at the same time so he asked if we could do the one egress window and change the window size to the 36x48 window from a 48x48.   At that time I told him I would credit him $400.00, **** is choosing not to remember this phone conversation.

  
  When doing two windows at the same time, we give a volume discount because we don't have to pull two permits and we don't have to pay for engineering twice, the windows were 36x48 versus 48x48 for all of these factors contributed to the price difference when doing two egress at the same time.

  
  The price difference between 1 @ 48x48 Tilt and Turn window and  1 @ 36x48 Tilt and Turn window is $400 which you can clearly see I gave him the discount for the difference in price for the smaller window.
  

  Customer response

  12/04/2023

   
  Complaint: 20947624
  
  I am rejecting this response because:
  This is inaccurate as the author of the response did not say speak with me regarding the difference in price when i called them to notify them i was changing from a 4x4 to a 3x4. Plus there was no volume discount. $5100 was price of a single 3x4 window this was shown to me by there sales person, ***** at my initial appointment. The statement states that there is was a discount to switch from a 4x4 window to a 3x4. I dont want the discount just the actual cost of a 3x4 window. In addition, i did not agree to a discount. I desire to pay the correct amount as stated to me at the initial estimate and which is shown on my first contract what a 3x4 window cost or give me what the contract says which was ultimately the cost of a 4x4 window as that is what i paid for.
  Lastly, The manager is again lying as when I initially found out and called back to  notify them of the error, she said that she had talked to me and told me it was $100 off of the price, which was a lie and She went up to $400 to appease me but again i just want to pay for the cost of a 3x4 not a 4x4 window. I am not being difficult and don't want to be scammed. Again i have contracts stating the price, the company on has a fabricated story. Please dont lie and make up something to earn an extra dollar be honest and do what is right.

  Sincerely,
  
  *************************

  Business response

  12/12/2023

  You can clearly see the original estimate was for 2 egress windows at 36x48; this contract would be considered a volume discount for doing two egress windows at the same time which gives you a better price as I stated previously response. 

   We did not have to allow **** to switch to a smaller window, but we did to try and make him happy.  When he called and asked to switch to the smaller window, I personally informed him of the price difference would be a $400 discount, why would I lie about this.   The size difference between the 36x48 and the 48x48 is only 12" in width, why would I give a client more of discount other than the price difference between the two sizes

  **** can refer to the back of his contract (See attached) where it states the following: This contract covers and supersedes all conversation, agreements, express or implied between the parties, their agents or representatives.

   

  Customer response

  12/20/2023

  I wasnt able to respond at the time when i read the message originally. My complaint against denver egress window is not resolved. The issue is the manager who is responding to the complaint is lying. When they had their sale rep here they showed me there list of costs for windows and it was as i stated. There was no bulk discount. I want to know what i can do to get them to refund my money or honor the original contract as I essentially paid for a bigger window.

  Business response

  01/26/2024

  We will not be giving **** an additional discount, please see below for reasoning.
  The original estimate ************************* received was for 2 egress windows which were 36x48 Tilt and Turn windows, so he was given a volume discount for us installing two egress windows at the same time.    He couldn't afford to do the two windows at the same time so he asked if we could do the one egress window and change the window size to the 36x48 window from a 48x48.   At that time I told him I would credit him $400.00, **** is choosing not to remember this phone conversation.
  
  When doing two windows at the same time, we give a volume discount because we don't have to pull two permits and we don't have to pay for engineering twice,the windows were 36x48 versus 48x48 for all of these factors contributed to the price difference when doing two egress at the same time.
  
  The price difference between 1 @ 48x48 Tilt and Turn window and  1 @36x48 Tilt and Turn window is $400 which you can clearly see I gave him the discount for the difference in price for the smaller window.   We did not have to allow **** to switch to a smaller window, but we did to try and make him happy.  When he called and asked to switch to the smaller window, I personally informed him of the price difference would be a $400 discount. 
   
  **** can refer to the back of his contract (See attached) where it states the following: This contract covers and supersedes all conversation, agreements,express or implied between the parties, their agents or representatives.

• Initial Complaint

  07/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I highly recommend that if you are looking for a quality egress window well company, you should NOT do business with Denver Egress Window. They do not stand behind their installation workmanship and products installed. I recently had an issue with an installation of a new egress window well and cover done by Denver Egress Window. When I asked Denver Egress Window to correct the problem or refund me the cost to fix the problem. The general manger I was working with sent me a new contract for an additional $485.00 dollars. She also stated that there would be NO refund. I had already paid Denver Egress Window $2978.00 dollars. This was for a job that was suppose to be quality workmanship and customer satisfaction according to their 5 star rating on ************************* referral list.

  Business response

  07/31/2023

  Response to complaint for BBB!
  
  All of the ******************* plastic covers Velcro to the top of the manufactures grates.   We installed two window ***** with grates and plastic covers for *************************; the other cover has never blown off and this has never been an issue for any of our other clients in the eleven years Ive worked for Denver Egress Window.  
  
  I did offer him a discounted price for the new custom cover for a well his size we would normally sell those at $600.   You can also see from his email chain below he says his cover has blown off two times since his installation in February 2023, we cannot control bad weather, obviously it hasnt been a problem for his over window well cover.
  
  
  Email between ***************** and Myself:
  
  ****,
  
  Denver Egress Windows has an A+ rating with the BBB. A 5-star rating with ************************* referral list. Similar ratings with Angies's list and home Advisor. And your company advertise that it provides outstanding service and satisfaction at reasonable prices. 
  
  With all that said, your company installed a window well cover and metal grate that has blown off twice. You knew I was located in a windy area yet your company installed a cover with grate that was secured only with tape. I was never told that the window cover would only be secure with tape. This is a defective installation performed by your company. 
  
  Now you are offering me the proper window well cover that is secured to the window well with claps and you want $485.00 dollars to correct the defect your company caused. You have also told me that the cost for the Grate and cover that is not usable is NOT refundable and I have to eat the cost of the unusable items. All this on top of the $2978.00 dollars that I have already paid your company.
  
  This resolution is unacceptable. I hope you can find a better solution to our problem that is fair and acceptable to all.   
  
  *****************
  
  
  From: *********************** <*********************************>
  Sent: Tuesday, July 18, 2023 4:06 PM
  To: ************************* <*********************>
  Cc: ***************************** <*********************************>
  Subject: RE: Custom Polycarbonate Cover Contract
  
  *******,
  
  I cant resell used materials therefore I wouldnt be able to give you a refund for purchased items that have been on your project for several months.    If you want to purchase a new polycarbonate cover the price would be $485.00 which is at a discounted price and includes fabrication,delivery and installation.   I would need a signed contract and 50%deposit to get the project scheduled.
  
  
  ***********************
  General Manager
  Denver Egress Windows
  *****************************************>********* ** 80110
  Office ************
  Cell ************
  

  Customer response

  08/08/2023

   
  Complaint: 20397178
  
  I am rejecting this response because:

  Denver Egress Windows did NOT previously install a window well with a cover secured with tape! I do have a window well with a cover that is attached to the window well with clamps and locks. My expectation with the recent installation completed. Is that it would be the same as the one that I have that clamps to the window well and has locks. 

  I have also priced a window well cover that clamps to the window well  and has locks and it is ( ****** dollars ) less than the discounted ( ****** dollar ) cover price provided by Denver Egress windows. I do have the estimate and i have paid for the new cover that will be installed in 2 weeks. 

  The only resolution that is acceptable to me at this time. Would be for Denver Egress Window to cover my cost for the type of cover I expected them to install originally. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a 1st time homeowner since 21DEC22 and I contracted Denver Egress Windows to place 2 windows into my home. On the front page of our contract it said *************** $ ***** I asked them if they will be submitting the permit and engineering analysis and they confirmed it was part of the package. The first day of construction was 08MAR23. On the 9th, we found out the windows that we intended to use weren't to egress code due to openable height and width requirements. But I didn't know how to determine this at first, so I called ****************** building code department on the 10th to see what my permit said because you have to submit the dimensions and type of window to the city for the permit. When I called to see what my permit stated, the clerk told me that Denver Egress Windows never submitted the permit. At that point I was definitely upset and freaking out because I know you are suppose to have the permit approved before doing any construction, but the workers had already completely cut into my foundation in two spots. I immediately confronted the Denver Egress Windows about this and they told me they don't wait for the approval to get back to them before proceeding with the work. They finish the work while the permit is processing. However, I don't believe they submitted the permit until I confronted them because the "screenshot 258 " shows a date of 10MAR23 as the submission date. I have also attached the front and back of my contract. The backside is contrary to the front because it states "Homeowner is responsible for all permits, permit fees, engineering, engineering fees, additional labor, and materials required by engineers or city officials unless otherwise noted on front of this contract". The front does say that it is included so I should be responsible. When they submitted my permit they priced it at $7k when this project was $8.2k. I don't have an inspection date yet and the windows aren't even that level (bubble is slightly off on the level)

  Business response

  03/13/2023

  As you can see on *******'s contract it states the homeowner will provide the windows for the egress project.  On his contract it states that *************************** was providing 48x48 slider windows which are egress complaint.   

  ******* purchased 48x48 Single Hung windows which are not egress complaint; we discovered this when we got on the jobsite and my installer was ready to start his installation.   At that point we had offered to help him obtain egress complaint windows. ******* decided he wanted to go purchase the windows himself.    We had provided the egress window code information so that he could purchase the correct windows that are egress complaint.

  Regarding the engineering and permitting, we go over our process in our preconstruction letter which was emailed to *************************** on 2/27/23. 

  It states the following: If your project requires engineering, our installers will take pictures of the required work and forwarded the photos to a structural engineer. The engineer will inspect the photos and send a final approval letter to our company. Our office will mail the complete permit package to you, within three to four weeks.  Once you receive the permit package, you can then call your local ******************* to schedule your final inspection.  Inspections must be completed within six months of completion of your project.

  Our general manager had also explained to ******* that Denver Egress Window permits every project ******************** would harm our company if we did not close out each and every permit successfully.   The building department would deny my company from pulling future permits if we did not handle things properly.

  
  Our Contract also states the following: Denver Egress Window agrees to comply with any corrections made by city official that are within the contents of this contract.

   

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