Complaints

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• Initial Complaint

  Date:06/27/2024

  Type:Customer Service 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.

  Signed contract with Taylor’s Windows in April. On May 10th Paul the sales person called and said they were declining the job because they under priced the job by $600. This was after I had paid an additional $300 from the original quote given because there was a price increase. I told Paul this was unacceptable and he stated his boss would call me back later that afternoon. Jon called back on May 16th. After discussion he stated he would call Paul and call me back. Instead he emailed and stated they were going to move forward with the job and he would order the windows and try to stay within the timeline as promised. On May 21st Jon sent an email stating it was an addendum to the contract. They would not be responsible for any broken vinyl on my house. I refused the addendum, this was never discussed with Paul or Jon. Jon again stated he was decking the job because of the statement in the contract of being approved by management. Jon had approved the job on May 16th, they had cashed my check prior to the first call on May 10th from Paul. The guy came out and measured the windows etc…. How can you have someone sign a contract and say it is based on management approval shouldn’t the approval come before a signed contract and before you take someone’s money? How many times do you get to approve or disapprove a contract? Having someone sign an addendum to a contract by email is this even legal or ethical?

  Business Response

  Date: 07/08/2024

  We originally quoted Ms. C****** in November of 2023.  We guarantee the pricing on our quotes for a period of 30 days (?).  When Ms. C******s decided to place her order in April of 2024, we had had a price increase that changed her contract amount by $300.  Ms. C******s was upset about the price increase and our salesperson decided that he would take a hit to his commission to help her.  Paul had communicated that change to her.  However, each of our contracts go through a review / approval process by management (as stated on the bottom of each of our contracts) and during this review, it was discovered that her house had vinyl cedar shakes.  Since the cedar shakes become brittle and are subject to crack and break, we always ask the customer to sign a release stating that they understand the risk and that we are not responsible for any damage to the siding.  Ms. C******s refused to sign the release and management cancelled her contract.  A refund of her deposit was mailed that same day of this communication to Ms. C******s.
  

  Customer Answer

  Date: 07/08/2024

  Let’s not loose sight of my complaint. My complaint has nothing to do with cost. I agreed to their cost and paid half up front as requested. My complaint is them not upholding their contract. Their practice has been unethical and probably illegal and probably discriminatory.  My house did not change from the first day the salesman came out and has not changed to date. They never said anything about the siding, until Jon sent e-mail as an addendum to work they had already approved. I spoke to the salesman several times and Jon on the phone the siding was never mentioned and it is not in their contract. As shown in the emails that were attached to the original complaint. I expect them to do the right thing. I lost money in interest and time because of their poor business practices. 
  
  

  Business Response

  Date: 07/17/2024

  This person #1 fails to understand the complexity of the siding she has. This is a siding made of vinyl that has minimum if any UV inhibitors extruded in it and becomes seriously brittle over time #2 the siding companies went out of business because of this and other reasons. When you try and remove the siding it most often cracks or even disintegrates. We as a company are happy to take it off to install the windows properly but even with caution as we do, can’t guarantee no damage. We can sometimes if there is only minimum damage, manipulate it to go back. This is no guarantee and because it’s not manufactured any more, we can’t be responsible for residing the house. Thus the sign off. #3 if money is no problem and the fact that we are such a bad company, im sure there is some other company that will do this work for her. I’m sorry this person is not understandable enough to do a sign off and its my opinion that she probably knows this but is trying to get the siding redone for free.
  
  As stated in our original response, all of our contracts go through a review / approval process prior to accepting the contract.  Ms. C******s was made aware that the siding on her house is no longer available / manufactured and if damaged, cannot be replaced.  We stated that we would take great care in the removal process but there was no guarantee that the siding would not be damaged.  Given the circumstances noted above, we asked Ms. C******s to sign a waiver to this effect and that we could not be held responsible for any damage.  It was at this point that Ms. C******s refused to sign the waiver and was no longer willing to work with us so we cancelled the contract. 
  As for interest, the contract was signed on April 16th and we cancelled the contract on May 21st.  A check for her refund was processed and mailed on May21st.  The amount of interest lost for the 41 days is less than $5 and that’s only if she was invested in a CD making 4%.  Ms. C******s held our refund check and did not deposit the check until July 8th – loss of interest is not a true concern for her.

  Customer Answer

  Date: 07/26/2024

  The information stated was not relayed to me. I didn’t know any siding businesses have went out of business or no longer make this siding. Again, I paid and signed the contract as requested of me. There was never a decussion about the siding until they sent the addendum in the email. Which again is certainly unethical and probably illegal. As for cashing the check my husband has been in and out of the hospital all of May,June and July and passed away on the 18th. So not only have I had other things going on, I have had this to deal with too. 
  So no cashing the check was not my priority. The point is they held the check, disapproved the job, wanted an addendum on the job after over a month of signing a contract which had NOTHING on it about the siding. I am not sure how you can say they made a good faith effort. They never agreed to do the job as the contract stated. It is their contract. They created and approved the contract. I didn’t. As for wanting free siding, I didn’t ask them for anything but to do what they said and say what they were going to do. My career is in insurance I know nothing about siding or windows and unfortunately this was not something my husband could handle for our household and it wasn’t his career either so I don’t know that he would have known or agreed with the statement made by Taylor’s. Even if Taylor’s statement is true they did not hold up their contract. Taylors has not provided a valid reason why they should not uphold their contract. I completed the contract and paid as requested. None of the other stuff matters. They approved and contracted for the job. 

  Business Response

  Date: 07/29/2024

  To whom it may concern,
                                    Taylors Windows would have been satisfied to do the work in question, providing a sign off with the understanding that the particular siding around the window could not be replaced without replacing the whole gable, if damaged in any way. The siding issue was not addressed in the contract; thus, a separate sign-off was required. Our contract is written based on the knowledge of the salesperson and used by a measure person who brings the complete package back for final approval. The contract plainly explains all work is “Subject to Management Approval.” TWS is very sorry to hear of the customer’s loss and extends our sympathies and wishes her peace. We never want things to get to a place where someone thinks we are trying to get out of something. This project went through the proper channels and was handled the same way we would handle  any job. An analogy that was made to me as a young man is “its ok to get caught in the rain but its most likely insanity to start in it”.More Information...