Window World of Northeast Texas

"In response to [Member Name Removed] s complaint, first and foremost not Bruce (the salesman) or myself (Owner's wife) ever spoke with [Member Name Removed]. The contract was only signed by Mr. [Member Name Removed] and when the issue arose at install he called Bruce and went over his concerns. Bruce offered an alternative solution which he also was unhappy with. Then, I called Mr. [Member Name Removed] as a courtesy when my installer advised his wife was trying to reach my husband (the Owner). I called him to explain Todd was out of town and not reachable due to being in meetings all day. He and I discussed alternative solution to his concerns and again, he wasn't willing to proceed with that and yet he wasn't willing to advise what he would like us to do to resolve his issue. At that time, the call was disconnected (either due to his bad cell service or hanging up). The installer on site also offered an alternative solution which she was still unhappy with. All in all, from sale, to install, to customer service we followed the protocols we have in place to do our best to make sure our customers are happy with their windows and the process. I can't understand what more that [Member Name Removed] would like us to do as the issue they have is based on their home's existing structure. 10 of the 11 windows are in Brick which means they are measured and installed from the outside. The 11th window is not in brick so we must measure and install from the inside. This was discussed and items charged at time of sale to account for this one window being different. The source of their complaint was they didn't like the appearance of this 11th window and they claim they were never advised of this difference. This is NOT possible as Mr. [Member Name Removed] was present and signed for the items on the contract which Bruce explained in detail. He also was present when Bruce measured ONLY that one window from the inside (not from the outside, like the rest). We are not mind readers so we have to ascertain that the homeowner understands all that is discussed and decided upon prior to signing the contract with the salesman. If there was any confusion or question, Bruce would've happily gone over that prior to closing the sale. This did NOT happen and therefore the windows were custom made and installed. All the windows are properly measured and operate correctly. Now the complaint has changed again to the customer service aspect from sale to customer service call. Again, we all pride ourselves on doing right by our customers and I reiterate that neither myself nor Bruce have ever spoken with [Member Name Removed] regarding this (as she explains in her complaint). We wish it could've ended differently but we can't always please everyone, even as hard as we try. We hope as time goes on, [Member Name Removed] will enjoy her windows and the added value they bring to their home."