June 17, I ordered a Thermolux Sliding Glass Door for my patio. The salesmen assured me the door would come with a double lock with a key to lock the door from the outside, which according to him was standard for the door I was ordering. He charged me $2100.00 and the work would be completed within 45 days from the date of order or August 1.
I was to pay $210 the date of the order, $840 when the installer came in to measure the door and the final payment of $1050 when the job was completed. Additionally, I was given a price guarantee which states: "if customer obtains and delivers to Windows Direct a genuine written alternative quotation for (b) a lesser quality, lower priced product for a lesser price, at any time within 120 days after the signing of a contract with Windows Direct, customer hereby grants Windows Direct the right to exceed the lesser price by 5%..."
According to Windows Direct, the installer measured the door on July 3, they even state the installation will be approximately 45 days from the day of measure. The installer informed me that he would be installing the door on July 28, between 9 and 9:30 A.M. Giving me enough time to report to work. He never showed up, nor could I reach him by telephone. He finally contact me apologizing for the no show, and informed me he would be out on August 6, instead of showing up, or letting me know what the problem could be when he did not show up, he called me Monday, August 8, informing me that the door had flaws and a new window was ordered.
On August 11, installer called me saying the new door is in and he would be out to install the door at 9:00 A.M. Sat. August 14.installer was a no show, didn't even leave me a message of what was happening. I called the office at Windows Direct complaining, but it was like talking to a wall. It was Saturday, no one was in, and the answering service, couldn't help me with anything.
Monday, August 16, I contacted Windows Direct asking them what happened, they didn't know, and contacted the installer who called me apologizing for not showing up on Saturday, but his daughter was in an automobile accident, but assured me stating he would personally be at my home at 9:00 A.M. On August 21 to install the door.
August 21, came and like all previous occasions the installer was a no show, like before he didn't have the common courtesy to call me to let me know anything, just left me wondering if I was being rip off. I called several times leaving messages, but the installer, refused to respond to any of my messages I left on his cell phone. Again I contacted the company, it being Saturday, they were close, but did get through their answering service, and complained that the installer did not show up on time, and that this was the third time he had done this and I was going to cancel the service if they didn't get out here before 10 A.M. I informed them that I had filed a complaint with the BBB, and put a hold on the Mastercard payment.
Finally two installers showed up at the door, at 11:15 A.M. 15 minutes before I was scheduled to leave to go to work. I told them they were late, that I had to leave to get to work. I asked them when they would be back to install the door, because it was too late to do the installations that morning. They told me they were book up for the next couple of weeks. I didn't want to wait, and called work and told them I would be late. I lost two and halve hours from work for a lost of $75 so these people could install my door that should have been completed 45 days from July 3.
The door I ordered was not the same door that was installed, it did not have the double locking device I was told I would be getting, nor did it include the keys to lock the door. The screen had several small holes in it from the installers mishandling the merchandise, and 4 screws sticking out of the screen frame. The screen would not latch properly. When I informed Windows Direct of the problems, they only told me they would send out the warrantee company to fix them.
The reverse side of the contract clearly states, "work will begin approximately 20 days from the date of sale shown which was June 17, not the 45 days Windows Direct tried to pass to the BBB, and that the work would be substantially completed within 90 days thereafter unless a different stating and/or completion dates are shown.
According to the Contractors license law, it clearly states "Failure to substantially commence work within 20 days from the approximate date specified in the contractors contract without lawful excuse is a violation of the law. Substantial commencement of work shall mean either the physicial delivery of materials onto the premises or the performance of any labor." Windows Direct violated there own contract which was signed on June 17.
Work did not commence until August 21, and the product sold to me was defective. After stopping payment of the second installment $840 Windows Direct filed Mechanic's Lien on December 2, charging me $840 principal, $21.42 fee for chargeback and $25.00 for finance charges, for a total of $886.42, claiming a past due account of 30 days.
Windows Direct did not notify me of there intent to file a Mechanic's Lien, nor inform me any such additional charges, and mailed the notice on December 2, the date they filed the papers. Prior to receiving this notice, I received three telephone calls from Windows Direct that they would be sending me the difference between there price of $2100 and the lower price of $1386.58 or $713.42 $69.33 which is 5% of the lower price $1386.58 quoted by another company.
The first call informed me they would not honor their guarantee, because the quote was not identical or equivalent quality to there. However, when I pointed out that the guarantee item (b) clearly states it would be honored even if it was a lesser quality, lower price product for a lesser price. The next thing I get was a telephone calls was from Lisa Bolton, who said I would be entitled to the refund, the second call was from Scotty Stow, Owner of Windows Direct who also stated he was sending out a check to honor the price guarantee.
To date I have not received anything from Windows Direct except the Mechanic's Lien.in addition I was told the door which I ordered had a life time guarantee, but they only came out once to replace the screen, but did not fix the problems with the screws sticking out of the frame.
The bottom line is the product being sold by Windows Direct is not the same product that I was led to believe I was getting. Windows Direct does not honor their guarantees, in other words it isn't worth the paper it is printed upon, and they don't honor any of their warrantees. Please contact me if you want additional information by using the rebuttal box below.
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