The owner of T.H.E. Window Co., Ron Feldscher, located in Royal Oak, MI came out to our home for a window presentation six weeks ago. We were having every window in our home replaced so it was important for us to acutally see and feel the product.
"This is your window here!" he stated, after listening to what we interested in. Ron pulled out a nice white colonial window. The latches, set in the frame, I thought were nice. They did not stick out on either side thus making the window look smoother. The stylish handles were white as well and blended in with the window. All trim, grout, rails and side pieces were white as well.
After looking through his portfolio at all the white windows we agreed to go with this local company instead of a large corportation where we thought quality and possibly customer service would be jepordized.
Installation day-When they arrived I let them in and they began cutting out the old windows. When I returned I was surprised and shocked! The windows, 80% installed were not even close to what I ordered. Not only were the handles, latches, grout and rails all black they were a different style! The hardware stuck out like a sore thumb due to the fact that they are mounted on top and BLACK in color. They look hideous! The grids and surrounding frame are the only white material in the window.
I have looked at several white colonial windows and have never seen all black hardware and sliding rails. The installers left for the day and commented that they would be back in the A.M. To finish installing our front door and 2 more windows. I immediately called the company to relay my concerns.
Julie, the secretary, stated "We have been using black hardware for quite sometime now. We had a product change a long time ago because customers did not like the white. Maybe you were shown an old sample. But I don't know because I was not there. You are still responsible for the remaing balance of 6,000. It's not like you are not getting what you ordered. You are still gettting the thermal window"
I couldn't believe it. "Of course that's what happened. I did not get what I ordered. You are telling me that you can put any color on my window and that's ok because after all - I'm still getting what I orderd. What if I came home and all the hardware was red. Your telling me that that is ok? I am still getting the window I ordered?"
"I guess I don't understand what your concern is" she commented.
Stunned, is the only description I can think of. How does one not understand?
I looked at the contract and it states "white" 4 times. After seeing the product in our house and signing the contract right after I would never in my wildest dreams think that I would have to even ask "Oh it says white but is that ALL white? White latches? White rails? Whites release clips? I know I am looking at a white window and you are telling me to my face that this is EXACTLY what it will look llike but I want you to write every color down to the springs on each part."
The next day the installer arrived to finish the job. My husband called the company, which I recorded, and spoke with Julie again. We do not, nor will they let us have access to the owner. My husband asked for the manufacturers number on the clips and locks to see if they make them in white or knew of another company so that we could have them replaced. She refused to give him the information or any part numbers. "We don't give that out" she said.
Because the company was not offering to help remedy the situation. Ie "I'm sorry for the inconvience. Our owner had an old sample. Let us try and locate another supplier and see what we can have replaced on your windows.", my husband asked for a 24 hour waiting period to see what he could come up with. Being in the automotive industry he thought he might be able to locate a product that could be applied to all the black hardware, or find another cast part that would work.
He was met with "Absolutely not! If the installers leave today and do not finish the job we will take out a lien and take you to court!"
Under the pressure he agreed to continue with the installation. I personally would have asked them to leave until the matter was resolved. They finished the installation and my husband paid them 5,000, not the 6,000. They company is coming out with "painted" handles only and expects the remaining 1,000 after the handles are changed out. That will not happen.
The problem arose due to the fact the owner came out with an outdated sample. This is what we were told we were getting. It was very clear when he left what our windows would like. What they made for us is completely different. Have you ever seen white colonial windows with all black hardware, rails, clips etc? I have not and never even thought to ask "oh by the way will those be black or red or green on the white window?"
Our front door is incorrect as well. It was made without the grids but we have no documentation on the grid pattern. After hearing my complaint on that, Julie said "that's what you wanted". I know for a fact that is untrue but as I said earlier I have no documentation on it so that falls into my hands and is very minor compared to the windows.
Currently we have 10,000 worth of windows we absolutely hate with no way to fix them. When I called the Attorney Generals Office they looked up his business number and the owner was listed as someone else. Reading the blogs I find out this gentleman had a business in Detroit that had some problems and they re-invented themselves in Royal, MI as T.H.E. Window Co.
This is a good lesson-get EVERYTHING in writing along with photos. Would love to see this company dealt with by an aggressive attorney!
Leslie
Farmington Hills, Michigan
U.S.A.
0 comments