Complaints

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed A contract on 11/16/23 to have 6 high impact single hung windows and 1 high impact slider glass door to be installed for my condo in **************** ***** Sterling came out to measure my window openings and slider to start the process I Gave them a Down payment of $4800 via credit card after they measured on 12/06/2023 I was told it would ***********-8 weeks to fabricate then they would call me to schedule install date.I told them please give me a weeks notice before this way I would fly down to be there to see install and make 2nd payment once work was completed.I tried calling sterling numerous time to see the status of my order to no avail I reached out to my Condo President (*****) on 2/23/24 who recommended and hired Sterling to me as they were doing all the windows for condo's laundry rooms and storage rooms, to see if she can get hold of anyone there and she called me back to tell me they were coming maybe the next week.I came down on 3/13/24 to witness installation and noticed that the slider doors were not closing properly and did not align correctly, I immediately told person in charge and he said that the manufacturer had a glass defect and that's why it didn't close correctly, which I then showed him that the sliders were not Plumb and level He told me to call ******* and tell her which I then Called immediately.******* told me to take videos and send to her so she can see and she'll get back to me or her worker. I then told her there was more problems with installation of my windows with being very loose from side to side and broken screens and ripped screens.. I sent ****** Videos of all the problems with the poor workmanship and window defects and told her I'm withholding next payment install till it is resolved.I spoke with ****** on 7/26 workers came 7/27 they fixed loose windows they took all screens and slider handles after I called their Boss ** about slider defect and he said nobody does perfect work and I need to pay him

  

  Business response

  08/13/2024

  Good Afternoon,

  Installation began 2/28/24, which we had scheduled with the client, **************. The client ended up not being there for installation, and had his cousin "***" open the unit, O-204 ************ ********************************************************************* In our contract it states that we collect the second payment the first day of installation, which has yet to be paid till this day. ************** let us know that he would be mailing us a check for the second payment of 40%, this changed and he stated that he would be coming down to look at the project before making second payment. ************** arrived 2 weeks later, and called the office to let us know that he would not be making second payment until the single hung windows were "fixed" and the sliding glass door was adjusted.

  Simple complaints that we can take care of during a service that would not take up even the better half of the day. We had a fully booked week after he made these complaints, so we contacted him the week after, and did not receive a response. The process of trying to get in contact with ***** not only to take care of his complaints, but to collect second payment has taken months. We finally were able to get some information that he had leased the apartment, and that the person he leased it to was working in the office of the same building where ************** owns the unit.

  We contacted the office, and were able to speak with his tenant, who informed us that he had reached out to her asking if "the window and door company" had passed by, not even a day shy of the last time we called him, to which he did not respond. Which leads us to think that he was receiving our calls, and avoiding them. We explained to the tenant that we would need access, and that if she has had any contact with her landlord to please have him contact us.

  ************** (the landlord), then contacted us no more than 30 minutes after the phone call with the tenant, and was intensely debating the fact that we had tried contacting him several times. The owner of Sterling Construction, as well as the project manager called him from their personal phones, and the office had as well. There was never an answer until we made contact with the tenant.

  We quickly scheduled a service with ************** and coordinated this with his tenant, even though we still have not received the second payment. Our #1 question to ************** was, if you are claiming that we are not trying to contact you, and you are so unhappy with the project, then why haven't you tried to contact us via email or phone to make sure that we took care of the issues you believe to be wrong. Which again makes us think that he is evading payment. 

  Since his complaint posted 7/29/24 we have scheduled to go into the unit with ************** present on 9/4/24 in order to complete this project, and schedule inspection with the City of **************

  We hope to be able to finish this job, and be done with this project between 9/4/24 and 9/6/24.

  

  Business response

  08/13/2024

  Good Afternoon,

  Installation began 2/28/24, which we had scheduled with the client, **************. The client ended up not being there for installation, and had his cousin "***" open the unit, O-204 ************ ********************************************************************* In our contract it states that we collect the second payment the first day of installation, which has yet to be paid till this day. ************** let us know that he would be mailing us a check for the second payment of 40%, this changed and he stated that he would be coming down to look at the project before making second payment. ************** arrived 2 weeks later, and called the office to let us know that he would not be making second payment until the single hung windows were "fixed" and the sliding glass door was adjusted.

  Simple complaints that we can take care of during a service that would not take up even the better half of the day. We had a fully booked week after he made these complaints, so we contacted him the week after, and did not receive a response. The process of trying to get in contact with ***** not only to take care of his complaints, but to collect second payment has taken months. We finally were able to get some information that he had leased the apartment, and that the person he leased it to was working in the office of the same building where ************** owns the unit.

  We contacted the office, and were able to speak with his tenant, who informed us that he had reached out to her asking if "the window and door company" had passed by, not even a day shy of the last time we called him, to which he did not respond. Which leads us to think that he was receiving our calls, and avoiding them. We explained to the tenant that we would need access, and that if she has had any contact with her landlord to please have him contact us.

  ************** (the landlord), then contacted us no more than 30 minutes after the phone call with the tenant, and was intensely debating the fact that we had tried contacting him several times. The owner of Sterling Construction, as well as the project manager called him from their personal phones, and the office had as well. There was never an answer until we made contact with the tenant.

  We quickly scheduled a service with ************** and coordinated this with his tenant, even though we still have not received the second payment. Our #1 question to ************** was, if you are claiming that we are not trying to contact you, and you are so unhappy with the project, then why haven't you tried to contact us via email or phone to make sure that we took care of the issues you believe to be wrong. Which again makes us think that he is evading payment. 

  Since his complaint posted 7/29/24 we have scheduled to go into the unit with ************** present on 9/4/24 in order to complete this project, and schedule inspection with the City of **************

  We hope to be able to finish this job, and be done with this project between 9/4/24 and 9/6/24.

  Customer response

  08/29/2024

  I am writing to address an issue with the installation of the door and windows carried out by Sterling. I was present during the initial installation on March 2, 2024. Please note that my ********************, was not involved in this matter beyond my referral of Sterling to him as a potential customer.
  Although I understand that the second payment was due on the date of the initial installation, I must highlight that the door installed is defective, and the windows were installed improperly, being extremely loose. I brought these issues to the attention of the installer, who acknowledged the problems.
  Following this, I reached out to Sterling multiple times via text and email, and I have documented all communications, including videos that illustrate the defects and improper installation. Unfortunately, I did not receive any response until the end of July 2024.
  I am committed to resolving this issue and am willing to settle the matter once the installation is corrected. I will be present on September 4, 2024, as previously agreed with Sterling.
  Thank you for your attention to this matter.

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