REVIEW UPDATE: July 1, 2015: Storm Tight Windows remains committed to increased customer satisfaction and has improved their business practices over the years to better serve their customers. Storm Tight Windows is truly dedicated to making sure their customers are satisfied and that any complaints which do arise are addressed promptly and fairly.
To date, Storm Tight Windows has made good faith efforts to resolve all complaints reported on Ripoff Report. Based on our experience, the member business has proven to be among the top members of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program as a Verified Safe Business™.
Over time and since becoming a member, Storm Tight Windows has remained actively engaged and improving the way they address customer service complaints. As an active and current member of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program we are happy to report that now more than ever Storm Tight Windows remains committed to improving customer satisfaction. [continued below]....
Remember, no company or individual can ever satisfy 100% of the people 100% of the time. There are no products or services that will always be perfect for everyone and even the best companies will receive complaints from time to time. However, by participating in the Corporate Advocacy Program, the member business has made a commitment to working with its customers to resolve complaints quickly and fairly whenever possible.Please keep in mind that as a consumer you have some responsibilities as well. Success has many definitions that based on your past experiences, current situation and your perceived expectations. Success with any product or service is always based on the proper application and understanding. The fastest car will not run if you never turn the engine on. Look at how you used the product or service that was provided in relation with the instructions that you received. The Corporate Advocacy Business Remediation and Customer Satisfaction Program will help you get your voice heard but please be prepared with documentation and fair representation of your concern, also have an idea of how the company can fix your concern. Can they offer additional services, extend warranties, offer a fair refund or just get you talking with someone that can help. ..let them know and let us know!
*Any consumer not receiving satisfaction from a member of the Corporate Advocacy Program should email us at firstname.lastname@example.orgRipoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..Ripoff Report Verified™ REVIEW:
EDitor’s UPDATE: Positive rating and recognition has been given to Storm Tight Windows
for its commitment to excellence in customer service.
Ripoff Report’s discussions with Storm Tight Windows have uncovered an ongoing commitment by the company for total client satisfaction. Some companies just say they take care of their customers, Storm Tight is willing to go above and beyond to satisfy every consumer. The systems they have in place that notifies the president (Lee Brown) when issues arise is innovative for the home improvement industry. Mr Brown has created a simple to use customer website just for the purpose of communicating directly with him. Even though the company is one of the largest in the US, you can still reach Mr Brown by phone when needed as well. Mr Brown told us that he likes talking with his clients, especially the ones that aren't getting the satisfaction they are looking for! Mr Brown went on to tell us that he "personally gets involved" with any clients that use the service website he created as well. When all your clients know how to get hold of the president and all the company employees know they have it, he says"the client receives a better level of service from everyone in the company".
The company recently ranked as high as #41 in the entire US for largest home improvement companies(qualified remodeler) Mr Brown told us he was very proud of that fact since there are over 200,000 thousand home improvement companies out there!! Its a tough business and you better take care of your customers because they take care of you he told us. Mr Brown said he tries to instill in all who work for the company that "just because his signature is at the bottom of their check, the customer is the one who's paying you. It may as well be their signature, so we must do right by them"
The Ripoff Report learned as well that Storm Tight Windows warranty and product ratings were among the BEST in the industry. The energy star rated windows that save the consumer on their energy bills as well as providing the safety and security from intruders was quite impressive. We found that not only did they have a first rate company but the product was beautiful and stands out in an industry full of replacement windows. We were surprised to find out that by installing Storm Tight Windows, that it would reduce home owners insurance by up to 20%. The president Mr Brown said "the windows will pay for themselves in just a few years"by lowering energy bills, reducing home owners insurance and increasing the homes value, the windows will "definitely pay for themselves". The information provided in this report below is based on comments made by Lee Brown during an on-site inspection held by a third party verification company with no biases toward Storm Tight Windows.Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..
Storm Tight Windows has a very extensive sales process. They only use a professionally trained company sales team. The sales team visits the consumer and brings the show room to them. They provide product demonstrations and brochures and advise the consumer on design features. Storm Tight Windows sells only to the homeowners, and not to corporations.
Almost all of the complaints that Storm Tight Windows receives have to do with the timeframe from contract to installation. For the most part, this is out of their hands since the timeframes are usually determined by the permit process and the amount of time local authorities spend in approving the permits so installation can begin. The delays can also be caused by Home Owner Associations. Some take 30 days or longer to approve the product and windows are manufactured in 7-10 days and shipped to the installation office. In order to reduce complaints, the company has an inspection process for each window when it is shipped from the factory, when it is received at the installation office, and when it is loaded on the truck by the installation crew. ”
Our company’s trained sales staff has in depth knowledge of window design and uses laptop presentations to educate the home owner on the various products that they offer, how they are manufactured, and how they are beneficial to the consumer.
During the onsite interview, the President Lee Brown, was asked to describe a situation where a client was not satisfied with the level of service or products they received. He was asked what he did to personally resolve the issue, and how the client responded upon closing out their complaint: “The remaining 1% of complaints is from untimely returning of phone calls. The company has instituted a call log that sends an email back to the customer for them to respond if their call is not returned. All returned call logs go to the owner for review and to return the call to the Home Owner. The company has instituted Code 99. The Home Owner can go to www.ihavecode99.com to voice any complaint. All Code 99’s go directly to the owner. Any Code 99 carriers a $500 fine to the employee.”
In addition, Mr. Brown was asked to describe their company’s relationships with their subcontractors, what their minimum requirements are for hiring installers, and how they insure that the customer is receiving the best service possible: “Storm Tight very rarely uses subcontractors to do installations. There are only about half a dozen approved subcontractors. The company installation crews are paid a minimum with bonuses if work is completed according to company standards and customer approvals. The installers and customers receive a check list (see attached) that must be met to receive bonuses. All installations are reviewed by a company inspector that reports directly to the owner. Each item on the check list that is completed to the customer and inspectors satisfaction is awarded additional points which relates to additional bonuses.”
Their company has set policies and procedure in place to assist the staff in both the sales and installation process. These policies and procedure help to assure that each sale and installation follows the same steps to insure a uniform process, this benefits the customer and enhances their experience with the company.
Storm Tight only sells to individual home owners. Most of their customers have a home valued from $150,000 to $300,000. Storm Tight sets themselves apart by manufacturing their own windows, and selling them directly to the consumer. They provide a warranty for the life of the property which is also transferrable to a new owner of 20 years.
Storm Tight believes that being verified by Ripoff Report will help protect consumers from unscrupulous window companies and will show that theirs is a company that can be trusted.
They are currently working to improve some of their internal processes and procedures. They have developed a follow up system which permits the office to try and reduce the time for permit approval. They have instituted a consumer call log which sends responses directly to the owner. They have created a consumer website which allows consumers to submit complaints to the company that will go directly to the customer. Check lists have been created to increase Quality Control at the factory before shipping, at the installation office upon receiving the product from the factory, and by the installation crew upon loading the product on the truck for installation. There is also a final inspection by a company inspector that reports directly to the company owner.
When asked how he advises his employees to “do whatever it takes” to make the client happy and what changes they have made as a result of the complaints on Ripoff Report, Mr. Brown explained, “The company has a bonus structure to help provide customer satisfaction and a penalty if customer satisfaction is not achieved. These policies and procedures are in place to protect the consumer so there is no need to institute changes based on a false report.”
Storm Tight is a member of the following:
National Association of The Remodeling Industry – NARI
Energy Star Partner
National Fenestration Rating Council
Remodelers Top 50 in USA (out of 200,000) Storm Tight Windows / Statements from the owner, Lee Brown. ”
At Storm Tight we take tremendous pride in manufacturing the highest grade impact windows and doors available on the market today! We understand that protecting homes from damaging tropical storms and hurricanes are of the utmost importance to our clients.My name is Lee Brown and I want to thank you for reviewing my company. When it comes to replacement windows and doors, Storm Tight is setting the industry standard. For safety, security, and beautiful impact windows and doors that stand up to just about anything, Storm Tight is the only solution that meets our clients’ needs. We thank you in advance for the opportunity to serve you.
Ripoff Report was pleased to learn that Storm Tight Windows past and current approach to business is focused on its pledge to total commitment towards client and employee satisfaction. STATED IMPROVEMENTS FROM STORM TIGHT WINDOWS ”
In order to reduce complaints, the company has an inspection process for each window when it is shipped from the factory, when it is received at the installation office, and when it is loaded on the truck by the installation crew. We have also instituted a call log that sends an email back to the customer for them to respond if their call is not returned. All returned call logs go to me for review and to return the call to the Home Owner. We have instituted Code 99. The Home Owner can go to www.ihavecode99.com to voice any complaint. All Code 99’s go directly to me. Any Code 99 carriers a $500 fine to the employee. Read more about why consumers should feel confident when doing business with a member of Rip-off Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike. Read about Rip-off Report Corporate Advocacy Business Remediation & Customer Satisfaction Program,.. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer. No one responded to Ripoff Report’s email request, so Storm Tight Windows could make things right with the customer . Ripoff Report is convinced this report was posted by an ex-employee. Every report was posted by the same email address.
NOW TO THE ORIGINAL REPORT THAT WAS FILED