WINDOW WORLD

"[member name removed], I do apologize for the confusion with your original Sales Rep, Calvin. While all our windows are custom made, we do have manufacturing / engineering limitations that we must adhere to – for instance, we can’t make a double hung less than 20” high. If I understand you correctly, Calvin never offered an operable acrylic block window and I would definitely agree that was an oversight on his part. Typically, none of our Sales Reps take “exact” measurements when providing a bid, as we do not price by the size of the window. They may take some general measurements, to make sure we adhere to the manufacturer’s mins & maxs, and then take the exact measurements once the Homeowner decides to proceed with the project. I completely understand your frustration with our installation timeframe, as we too are frustrated and unhappy with the slip in our schedule. In September, we did call all our Customers who ordered in June to notify them of this delay, and subsequently sent letters to our Customers who placed orders after June. If you did not receive this letter, I sincerely apologize. As far as selling too much product… well… yes, we did sell more product than normal for the months of June & July (probably due to the hail storms that hit our area), that coupled with weather delays, illness, injury, and mechanical issues – all of which we experienced – our crews were not able to keep on pace with the original estimated timeframes given. We could not however, go back in time and “unsell” Customers. By the time we realized the estimated timeframe slipped, all products had been ordered, and in most cases, received. Since our windows are all custom orders, we cannot simply return the product to the manufacturer. I also understand the logistics and complications that come with coordinating a renovation project, and I would agree that the bathroom window should be installed before the tile as 1) it may change the opening size causing the window to no longer fit properly or, 2) be set to an inaccurate reveal and then need to be removed to accommodate the new mainframe – and thereby causing damage to the tile work. As neither of these scenarios is desired by either party, I would recommend holding off on tiling inside the jamb and sill area of that window. We have brought on some additional crews (some temporarily from out of state), and started our own apprenticeship program, as efforts to find the skilled labor in our area have been in vain. As we provide our Customers with a labor warranty, we will not risk bringing on “general laborers” to simply push product out the door, as this would be a huge disservice to the Homeowner. Our focus right now is to put our heads down and work as expeditiously as possible. We will continue the search for qualified crews in an effort to bring our installation time frames back into alignment with everyone’s expectations."

"This customer has severely warped and mis-represented the facts. We sold (4) windows to be installed in her basement on 1/14/11. It was an unfinished basement at that time. We sent our Installer out on 3/7/11 to install the windows. One had been mis-measured, so we ordered a new window and had it installed in 1 week from the date of the original install. On 3/14/11 the member completed our Customer Care Call process over the phone, giving our Installer all 5’s (the highest rating), for “Crew friendliness & courtesy, “Clean up of job”, and “Quality of work”. Customer paid her bill on 3/16/11 and as far as we were concerned, the project was complete. About a month and a half later, we received a phone call from the member, stating that the permit official had been there and had failed the inspection because there was (1) window that did not meet egress code. Now, when we sold the project, as mentioned earlier, it was an unfinished basement. During the remodel, the customer had “re-purposed” the basement by adding a wall to create a bedroom – which is what created the egress code violation. This “re-purposing” was not mentioned to our Sales Rep when we sold the job, and therefore, we had no knowledge of there being an egress situation. Our GM/Owner, Chris, called the permit Official to discuss the matter and see what had happened. Apparently, while the overall size (in square feet) of the window was ok, the opening width was shy – by about an inch or so. The permit Official also stated that in some cases, an appeal can be made and they would grant an exception. To do this however, we would have to wait about a month to go in front of the board to make the appeal. The member did not want to wait that long. So Chris decided that we would pay for another window and install it at our expense. He also explained that in order for the new (larger) window to work, we would have to remove the wood buck jamb and install directly into the basement wall. As the basement at this point was completely remodeled, there would be some damage, as the wood buck was behind all the newly finished drywall. The new window came in and on 5/31/11, Chris and our Service Tech, Martin, went out to install it. As anticipated, the drywall needed to be cut out to remove the wood buck. Chris sent Martin back to patch the damaged drywall. Martin, as well as all our crews, has done patch work before. The comment he made to the member was that he’d not seen a bullnose corner that big on a wall before, and that it would take a couple of trips to fix, as he would need to let the mud dry, sand it, mud again, and sand again before he could texture it. The member did not seem to understand that there was a process involved – she wanted it fixed immediately, in “one shot”. The stool was also replaced at that time. The member then asked Martin to take a look at another area of her house where one of her kids had damaged a wall with a toy truck and how much would it cost to repair it. Martin responded that he’d go ahead and take care of it for her at no charge, to make up for any inconvenience she had experienced. Again, as far as we knew, the project was now complete. We do not understand, why 5 months later, the member has made the comments that she made, as we have not heard from her since that last service. We took responsibility and corrected a situation that was not created by any error on our part, as expeditiously as possibly, and at no charge. We are very disheartened that she has made – and was able to post – such false accusations / comments. We take great pride in our work and try to service our Customers to the best of our ability. Sincerely, Kiersten Lehmkuhl, Window World of Southern Colorado"