Professional Builders Supply

Our sales rep and our window specialist met with the contractor and the homeowner to measure window openings and prepare an order. As with most retrofit window replacement jobs, there are a number of intricacies involved and often several different approaches that may be taken by the installer/contractor that may impact sizing. We generally will not take an order, especially a retrofit order of this nature, without a professional contractor being integrally involved as we rely heavily on his expertise and comfort with the particular job as well as his selected method of installation. The contractor and the homeowner were all in agreement with the approach to be taken and the homeowners approved, in writing, the measurements and the order prior to our placing the order with the manufacturer. Subsequently, the contractor elected to terminate his contract with the homeowners due to ongoing disagreements, difficulties and frustrations with the homeowners. We ultimately attempted to assist the homeowners in finding another contractor who also confirmed that the original approach and sizes would work however he expressed concern that the homeowners were beginning to demonstrate a lack of satisfaction with that approach. During this process, we reviewed the order in detail with the new contractor and discovered that two windows were in fact ordered incorrectly and we immediately refunded the homeowner in full for those windows. We have no ability to return the windows to the manufacturer for credit as they were manufactured specifically for this job and we stand by our position that the windows were ordered correctly based on the application methodology to be utilized by the original contractor. After numerous attempts at finding an equitable solution, we ultimately agreed to refund 50% of the cost of the order in an effort to do the right thing. We take our reputation seriously and our company is built around satisfied customers and a level of service that is unique. Unfortunately in this situation, no matter how hard we tried, we could not satisfy this customer. The service issues mentioned in the complaint were addressed in a timely manner. There were delays in receiving parts from the manufacturer which were beyond our control however our agreement with the homeowner was to hold all service issues until completion of the job so as to minimize disruption in the home and to complete all items in one visit.