Reviews

Review Details

• Review fromJoni L.

  Date: 08/16/2022

  1 star

  Joni L.

  Date: 08/16/2022

  We placed an order and signed a contract with TWS on 4/21/22 for two windows. (One garden window, and one bay) I was told that the turn around time was ***** weeks and our windows would be delivered. That was 17 weeks ago! We STILL HAVE NO WINDOWS!! Upon signing the contract, I forked over $7,000.....(half of the supposed estimated price) FOR TWO WINDOWS!!! The day after I signed the contract, I emailed ***** and asked her to explain why this contract showed $3500 over the original quote. She gave some excuse, so I figured that it was what it was. It was definitely more than we had anticipated on spending (for TWO windows!)I anxiously awaited week after week for a call from ***** at TWS, hoping our windows had arrived....Finally Ten weeks go by, so I decided to call ***** to find out what the status was and if our windows would be arriving soon. She said that she has no idea when they would be arriving and commented that "the manufacturer makes thousands of those windows" She came across as though she was put off and was pretty snippy with me over the phone. I thought, "That was rude!" Two more weeks go by, still no windows. I called again, this time leaving a voice message....***** never returned my call. Another week...I asked my husband to call. He did, from a different phone number. She answered. She gave him the same excuse. "This manufacturer makes thousands of windows" She did tell him that once she got the "manifest", she could let him know..... Now, 17 weeks later and NOT a word from TWS.This is NO WAY for any business to operate, and NO WAY to treat a paying customer!! When I shell out this kind of money for any product, I expect first rate service and I expect to be kept informed! I am tired of waiting. I am requesting a cancellation of our order and a full refund of $7,000 of our hard earned money, or we WILL be taking TWS to court!I DO NOT RECOMMEND The Window Source of the Rockies!! Buyer BEWARE!!!

  The Window Source of the Rockies

  Date: 10/20/2022

  You signed the contract on Thursday, April 21st., our order cut off is on Tuesdays, so you missed our orders for that week. You were informed when setting your appointment, and multiple times thereafter, that our lead time is ***** weeks on typical product orders, and that is still not promised. You had a big custom job, it'll be longer than that a "typical order" since an architectural engineer would oversee the production. But still, none promised lead times, and we have zero control over production, and shipping.The following week you called and wanted to see if you could add grids to your Bay window. Your product had been ordered at that time, but I told you we could check with customer service and let you know. In hindsight, that was a mistake. **************** said your order could be paused, and to let them know what the specifics were to be requested. Getting the proper grids pattern, per your request, took several weeks of back and forth emails, and phone calls. You were made aware of this and that the order was indeed placed once we got it all worked out with the grids that you wanted, "after the fact."You seemed to have issues with sending and receiving emails, so I tried calling as much as I could for communication. Then you and your husband started calling every week wanting updates. I tried to explain to you that that's not how any of this works. I explained to you, when I call customer service, the only update they can give is, to either let me know the order is still in production, or out of production, and slotted for shipping, .Which at that time, I'll get a manifest emailed to me, So, since i've not received any manifest, it's still in production. You didn't like hearing that every time you called, but truthfully, what else am I to say?Once we received the manifest, my husband called and left them a message letting you know your windows were on the way. A day later, I saw a scathing review you left on our BBB page calling us horrible names and stating straight up LIES. You added the grids and enlarged the windows after your initial first visit/estimate. You 'acted" like you didn't understand the pricing change and acted as if the "ADDITION" of the grids, and "ADDITION" of even larger windows, with EXTRA labor, shouldn't be any more cost to you. I have multiple emails where you were shown how the breakdown worked, and you also received a large military discount on top of everything else. Multiple phone calls took place, you were always satisfied at the end of our conversations, and acted like you understand the extra charges added from the original bid, for the grids, larger window sizing, and extra labor to making existing holes bigger, and then all of a sudden you act as if none of this was ever explained to you and we were ripping off.When we received your product, my husband called and left another voicemail. I then proceeded to send you an email letting you know we had indeed received your windows. In response to my email you stated that you had a certified letter sent to our "business" address, thats an unmanned warehouse. I run the office out of our home. We never received the letter of your credit card chargeback on your custom purchase, leaving us with thousands of dollars in custom ordered windows.We are currently in merchant dispute, and have received a good faith DEPOSIT BACK into our account, since our merchant processors have all the documentation,.. showing the emails, and the manifest showing your order is in our warehouse. "YOU" broke your contract.After this dispute is settled, you can come pick up your windows.You stated buyer be ware, well its more like, contractors be wear of this homeowner, she has unrealistic expectations and won't think twice before trying to ruin the reputation of a ethical, local, small business.