Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Notes concerning window purchase: On 5/3/2023 my husband and I went down to H31**32323534**353433H H313536**323831343430H to look at windows for the upstairs. We spoke with ************************* who took a list of measurements for the windows. My installer had prepared this list for me. On the list he had written "close measurements". I asked ****** if he knew what that meant. At that point he held up his forefinger and thumb and indicated about% to 3/8 of an inch. He said "that means I have to take about this much off the measurements". The installer had indicated that they would have to take some off the measurements. His response indicated he knew what to do with the measurements. At no time did he say to us that they placed orders by actual measurements and I would need to get those. We proceeded to look at two different windows and he pointed out the difference in the two and gave me a quote for both of the windows. On the quote was the actual measurements of the opening that the windows would have to fit into. I checked the measurements against the installer&#**;s list and felt confident that the small about would be taken off upon order. After several days we talked about the windows and decided on the more expensive ones since they had more insulation. On 5/8 I called to order the windows, I asked for ****** and was told he was out for the rest of the day. The person that answered the phi:41e asked if he could help me. I told him I was calling to place the order for the windows but I would call back and talk with ******. He said he could take the order and that they didn&#**;t work on commissions. He did not mention that they would need the actual measurements that would be required for the windows. I did tell him he might should run this by ******. I know now that must not have happened. The windows arrived 5/17. We were headed to ******* that next day and didn&#**;t pickup the windows. On 5/31 we went down to pick up the windows and paid the balance unaware that we windows were the same measurements as the opening they were to fit into. My installer came to put the windows in on 6/2. He got two of them ready to go in and called to me these are the exact measurements, they had not taken off the amount that ****** indicated needed to be removed. 1 called to tell ****** that they had not taken off the extra. He was out and would not be back in until Monday. I asked to speak to the owner, and was told, he, also was out of the office.Monday morning I called to speak with ******. He had a lot of attitude and said that my installer "should put on his big boy britches and give the correct measurements that he wanted". I was under the impression that I has done that. I said to him "I for the life of me I can&#**;t figure out how this could be my fault". He said he couldn&#**;t be a fault because he didn&#**;t order them. He told me he would send an email to the company to ask if they could take that amount off the windows and he hoped to call me back with some good news. I did not hear for several days on 6/8 he sent me a text message saying that wouldn&#**;t be possible and that it would void the warranty on the windows, after I called to inquire where we were on the windows.My husband and I went down 6/9 hoping to speak with **** who is the owner. He was again out of the office. I asked ****** if there was somewhere we could talk since he was behind the counter and two other employees were there with him. He said we could talk there and pointed out 3 cameras were recording us. I spoke with ****** who told me "all he did was give me a quote and he didn&#**;t order them" and he had contacted the H333735363534353136**H and they had told him he wasn&#**;t at fault and he turned his back to us, held up his hands and said "I&#**;m out". My husband said I don&#**;t think so. At that point he calmed down somewhat and said **** would say "we got a problem, let&#**;s solve it" and scheduled 6/13 for **** to come and give us some suggestions concerning the windows.That day came and I called ****** for a time he would be coming and he said he wouldn&#**;t get in until around 9. He would call me back. No call came Tuesday or Wednesday. On Thursday I called him to inquire and he said **** had gone out of town without telling him and he could send *****. He did send *****, who confirmed that the windows were the measurements of the openings, and said that he believed my installer could get them in if he put them from the outside.My installer came Sunday afternoon to determine if he could get them in from the outside. He said could not get the windows into the space because they were the exact measurement of the opening from the inside and the outside as well as the inside. He also said If they were put in by force it would damage the plaster on the walls because they would have to beat them into the space. I&#**;m not sure. but I thought that might damage the windows as well and my house. So now I&#**;m out $3,3** and have windows that I can&#**;t use. I have asked to speak with the owner who is *******#**; Dad on at least 3 occasions. I might get something resolved if I could speak with ********************* who they tell me is the owner.

  

  Business Response

  Date: 07/10/2023

  Good Afternoon,

        On the day Mrs. ***** wanted to order her windows ****** was not here and I, ***************************, helped her. There was a quote ****** had typed up for her and a few price changing options that were hand written. She told me the changes she wanted to make and I made those changes. Mrs ***** was also given a copy of this quote via text message. At no point did she mention that the window sizes from the quote needed to be adjusted, and she admits that she said "no." I used the measurements on the quote to order the windows, which are the measurements that her installer gave her. 

  Hello, this is ************************* now, I have never ever had a customer blame me for an order being wrong that I did not take, I did not order, and I did not even take place on the conversation to make the order. I gave ******************* (CC) a quote using the numbers on the paper she handed me. She and her husband were present, they got the quote, it was identical sizes to what was written down. I quoted the most common double hung line, but "wrote in" the numbers for the window line that is loaded with more features. All was happy. On their way out to their car - she mentioned the sizes are not what she wants and will need them slightly smaller, but this was a QUOTE - not life altering precision required here, and I did confirm to her that I mastered 3rd grade math and could deduct 1/4", 1/2", h*** I can even deduct 5/4" if I was needed to. Some installers are not as gifted as my math skills however, and seems they hired one of these guys. But I was about to start a rant. She got the quote & they left - they were happy, I did my job well, and still do everyday. 

  She called back when I was off of work - ordered the nicer more expensive windows - swapped nothing else, and according to CC herself did not mention the sizes needed trimmed. Reminder - not with me & she did not ask for the sizes changed - both facts according to CC. 

  Windows arrived - we stored them for free for 2 weeks for them. They called the next week that they were not trimmed. The window manufacturing company said do not trim the windows, but "sand" or "trim" your opening & use the windows. CC still blaming the person (******) who did not take the order. 

  Quality Vinyl sends a representative with over 20 years expertise at $35 an hour on a 3 hour trip to CC house, plus fuel, and loss of potential income during this time. We did not ask for any of the money lost on this trip. This was a "good faith" show of support and "thank you for the business." The windows will fit! But CC's installer (same one who can not do math), is scared of heights and won't install them from the exterior. Who's fault again? Yes - ******, the same person who did not take Or make the order, is the same one who made this guy afraid of heights now apparently. 

  Quality Vinyl contacts a customer, who is a window installer to attempt to put these in for CC, and CC's husband has asked us for his information after intentionally refusing to do want his contact information. Installer **** meets with CC and he says these windows will fit, no one should be making a mountain out of this ordeal, and hopefully they will stop with the harassing of ****** soon.

  I did not make the size change because I did not know that  the order was ever even placed; CC did NOT request a size change according to her, I am not upset this email is being sent, but I have been completely stunned that CC continues to blame me personally for something I was not involved in at all. I gave a quote - several days went passed, and while I was at ************, somehow I messed up her order. Not her, no way, not at all, all ****** who was out of state is at fault. She admits to not requesting a size change, she admits I had nothing to do with her order, but here we are **** words into a reply to CC and the BBB. Sorry I rant was getting going again. 

  Please let me know if I need to respond again. Thank you & please close this matter for me asap.

  ******

   

     

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20253518
  
  I am rejecting this response because:

  ****** does not have his facts completely correct.  I pointed out when I gave him the piece of paper that my installer had written on the measurements close measurements which I understand means the same thing as rough-ins.  At that point, he was still standing at the computer when I asked him if he knew what that meant.  He held up his thumb and index finger and stated he would have to take about that much off the measurements.  He indicated about which I understand that would be both sides, top and bottom. That told me he knew what to do to get the windows correct. He did not turn around and change the measurements while I was standing there.  He apparently understood what needed to be done.  He simply did not do it.   I had given him the information to get the windows correct and trusted that he would.

  
  He did not tell me that he would need the exact measurements prior to ordering. I could have gotten the exact measurements if requested.   He did not say they ordered from the exact size on the quote. I have later learned that the quote is the key to getting the correct size windows.  I much later understood that if he has used his third grade math skills and deducted the inch from all sides on the quote, I would have received the correct size windows.   I was aware that he did not change the measurements.  I had spoken with several window persons concerning purchasing the windows.  Some had asked for the exact measurement of the opening and indicated that the 1/4 deduction would be done by the factory,consequently, I did not think it unusual that he had not taken off the deduction on the quote.

  
  The person who ordered the windows did not say to me the factory makes the windows by the measurements on the quote.   Communication skills were lacking in this purchase.  I would have known that was not correct, if at any point it was said to me "we order by your exact measurements provided on the quote. That did not happen.When I called back to say the windows were incorrect, was the first time It was said to me we order by your exact measurements.  Somehow, I fail to see how this fiascos was my fault.   

  Yesterday, ************** crew installed the windows, from the inside, having to alter the opening considerably and taking 10 hours to complete the job which they stated would have taken them 5 hours if the windows had been correct and costing $1800.00 more than I would have paid my installer if the windows were the correct measurements.  Quality Vinyl should share in the excess cost of installation since it was caused by ****** not including the correct measurements on the quote.  It was not a pleasure doing business with Quality Vinyl.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/19/2023

  CC I am rejecting this response because:
  ****** does not have his facts completely correct.  I pointed out when I gave him the piece of paper that my installer had written on the measurements close measurements which I understand means the same thing as rough-ins.  At that point, he was still standing at the computer when I asked him if he knew what that meant.  He held up his thumb and index finger and stated he would have to take about that much off the measurements.  He indicated about which I understand that would be both sides, top and bottom. That told me he knew what to do to get the windows correct. He did not turn around and change the measurements while I was standing there.  He apparently understood what needed to be done.  He simply did not do it.   I had given him the information to get the windows correct and trusted that he would.

  Quality Vinyl's response - ****** gave her a quote - he did NOT make her an order. Period. From my lawyer "A quote is not a binding contract." This was also confirmed by the ** of Limestone County. CC was asked by the human being not named ****** if she wanted to make any changes, She said NO. Period.

  CC next paragraph: He did not tell me that he would need the exact measurements prior to ordering. I could have gotten the exact measurements if requested.   He did not say they ordered from the exact size on the quote. I have later learned that the quote is the key to getting the correct size windows.  I much later understood that if he has used his third grade math skills and deducted the inch from all sides on the quote, I would have received the correct size windows.   I was aware that he did not change the measurements.  I had spoken with several window persons concerning purchasing the windows.  Some had asked for the exact measurement of the opening and indicated that the 1/4 deduction would be done by the factory, consequently, I did not think it unusual that he had not taken off the deduction on the quote.

  Quality Vinyl's repsonse - ****** finished the quote, he went over options of window lines, and that was the final transaction prior to CC error in ordering the windows incorrectly. Another human did the ordering, he asked if any changes needed made - CC said NO. Period. ****** did not tell CC anything else because the person she dealt with was not ******. CC made an error, QVW tried to help, sorry - we do this for a living and that is why we asked to make changes. You don't and are much more prone to messing up. The numbers on a quote are not critical - it is the number on the order that need to be correct. Quote is just a rough gauge for the money involved so someone can check their budget. 

  CC next paragraph: The person who ordered the windows did not say to me the factory makes the windows by the measurements on the quote.   Communication skills were lacking in this purchase.  I would have known that was not correct, if at any point it was said to me "we order by your exact measurements provided on the quote.  That did not happen.When I called back to say the windows were incorrect, was the first time It was said to me we order by your exact measurements.  Somehow, I fail to see how this fiascos was my fault.   

  Quality Vinyl's repsonse - So now we are rocking on hearsay, and new conversations that guess what - DID NOT INVOLVE ******!! ** has blamed him for everything all along, and now is seeing that she needs to point fingers at the other human being in which she actually ordered her windows with -- to whom she said "NO" when she was asked if she needed to make any changes to the order. A phone order for a rookie window orderer ( like CC is) is not good.

  CC next paragraph: Yesterday, ************** crew installed the windows, from the inside, having to alter the opening considerably and taking 10 hours to complete the job which they stated would have taken them 5 hours if the windows had been correct and costing $1800.00 more than I would have paid my installer if the windows were the correct measurements.  Quality Vinyl should share in the excess cost of installation since it was caused by ****** not including the correct measurements on the quote.  It was not a pleasure doing business with Quality Vinyl.

  Quality Vinyl's response: ****** did not do your ordering, another human did. You told that human NO when he asked to change anything. The windows are in - that is great. **********as your original installer, the one who did not write down the correct sizes for you, did he have proper license and ********* compensation insurance? One figure's he did not, but that is just an educated guess. In conclusion - ****** did not take your order, he made you a budget quote, and then you said NO to making changes to the human who ordered your windows. Your windows are installed, and done by someone who had a license and valid workmans compensation. QVW & the BBB should consider your case closed, good day.

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20253518
  
  I am rejecting this response because:

  ************* called BBB and spoke **********. After listening to the details, this complaint is riddled with miscommunication. BBB does understand that ****** gave ************ the quote based on her installers measurements. Unfortunately, when ************ called to make the order she spoke with a different salesman who did not know the measures given were listed as "close measurements" and needed to be trimmed down at the factory - Miscommunication. ************ did not know she needed to let this fellow know to trim the size, she thought ****** added that note to her quote, but he did not, again, Miscommunication. 

  BBB feels both parties contributed to the mix up on the size and would like Quality Vinyl to consider sharing in the additional cost ************ had to pay to have the windows installed. Please consider this and let BBB know your position.

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