• Report: #371810

Complaint Review: Plum Windows & Doors - Custom View Windows & Doors

  • Submitted: Wed, September 10, 2008
  • Updated: Mon, December 29, 2008

  • Reported By:Tucson Arizona
Plum Windows & Doors - Custom View Windows & Doors
1221 E. 22nd St. Tucson, Phoenix, Arizona U.S.A.

Plum Windows & Doors - Custom View Windows & Doors Ignored, coerced, then harrassed!!! Tucson, Phoenix Arizona

*REBUTTAL Individual responds: Two Sides To Every Story

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I have been having an ongoing battle with Custom View Windows and Doors since March 2008. They are also known as PLUM Windows and Doors.
I had a salesman come to my home to inform me about replacing my single pane windows with triple panes. He was courteous and informative. When it came to installing the windows it has been a fiasco. I paid half of the cost up front in January 2008 and the other half on the first install date on March 2008. One of the 4 windows I purchased, the largest window had several flaws that were found during istallation. A new window was ordered and installed a month later, it has worse flaws than the first window. They again told me they wold order another window to replace it. I did not hear from them again. I called every month or so to get an update, Roseanne they're receptionist never knew who I was or what I was taking about. When I explained it all then they said it was still on order "expected anytime now, mam." Finally in July I sent a certified letter to express my dissatisfaction, state my frustration and what I expected to happen (get a non-defective window installed within 30 days of receipt of letter). After 30 days I filed a complaint with the Arizona Attorney General and the Registrar of Contractors requesting either a replacment window free of flaws or $1000 back for the window and three days I took of work for installation dates of these defective windeows. That finally got their attention. Jeff Herndon the General Manager or President of the company called me on the phone and started arguing with me regarding the installation, the condition of the window, etc. NO customer service skills what so ever. Told me there was a federal law that if the flaws in the window cold not be seen from 12 ft. away that the state would not do anything to help me. That there was a problem with the manufacture and they couldnt get the window. I said find another manufacturer, you have had my money since March. He said he didn't have to do that. Finally I asked ifhe had seen the defective window, so he came to my house to see it. He was over 30 minutes late, left me waiting and in a time crunch to pick up my duaghter from school. He parked in my drive way behind my vehicle and continued to speak to me like I am an idiot woman. How glass is made, etc. Nothing that had to do with perfomring the work promised and paid for. Intimidation tactics. I tokd me I had to leave to get my daughter he said "NO, she can wait." I was scared and shocked. I said "Would you leave your kid sitting at school waiting for you?" He answered "YES" So wierd!!!
Well I couldn't leave because he was parked behind me and I was home alone.
He asked if I would drop the complaints if he provided a new window within a week. I said I wanted to wait and see what the AG would do. This made him very upset, told me again they would not help me or give me any money back and that in my contract it states if there is a problem with the manufacturer that it is my problem not his. Would not move his car or leave my driveway until I agreed to accept the window. I did not want to call the police, too crazy for just wanting a window. So I agreed because my daughter was waitng for me and it had started raining.
You'll never believe that that "new" window was yet again defective and was rejected and another one is on order.
The Registrar of Contractors came to inspect the window 9/9/08 and Mr. Herndon showed up for the inspection as well. The ROC instructed him that it was his responsibility to replace the window, and to find a manufacturer that could do the job, it was not my problem, it's his company's job and responsibility to complete the work promised. The ROC will submit a state work order to replace the window and the complaint will be on their contractors license for 2 years unless we agree to other terms by 5 pm. I figured I had won, a work order for the new window through the state and a permanent complaint for 2 years. So I had no intention of agreeing to other terms. Guess who called me 4 times before 5 pm? Continued to harrass me and attempt to coerce me into dropping the complaint.
This has been going on for 9 months. If the company had just tried to keep me informed, sent a letter telling me about problems with manufacturer and that they were sorry, they knew I had paid, they were working on it, etc. Anything to make it seem like they didn't just run off with my money and this could have been avoided. Jeff Herndon made things worse, made me dig in my heels more, by trying to intimidate me, argued with me, anything but be an adequate service provider for a hard working consumer who just wanted what she paid for. I would not recommend this company.

Tucson, Arizona

This report was posted on Ripoff Report on 09/10/2008 07:35 PM and is a permanent record located here: http://www.ripoffreport.com/r/Plum-Windows-Doors-Custom-View-Windows-Doors/Tucson-Phoenix-Arizona-85713/Plum-Windows-Doors-Custom-View-Windows-Doors-Ignored-coerced-then-harrassed-Tuc-371810. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 REBUTTAL Individual responds

Two Sides To Every Story

AUTHOR: Jeffrey Herndon - (U.S.A.)

This particular customer, Sharon, has made false comments regarding myself and my company.

Unfortunately one window had a flaw in the Triple pane glass. We ordered a new Triple pane glass pack, from the supplier. Sharon felt that it also had a flaw, that you could only see if the lighting was just rite.

Per Sharon's request we ordered a third Triple pane glass pack, but our supplier closed its doors, as did many businesses this past year.

We contacted Sharon to let her know there would be a delay and what we were going to do to get her another Triple pane glass pack. She became irate and yelled at my staff.

She then wrote a letter to The Attorney Generals office complaining about our company. Her resolution; was for a $1000.00 credit she could live with the flawed Triple pane glass pack.

We did not respond to what we felt was an unfair request, or did the State of Arizona.

Sharon then contacted the Arizona Registrar of Contractors. Sharon set an appointment with the State of Arizona and Plum at her house to see the defects in the Triple pane glass pack and why she was Entitled to a $1000.00 credit.

Sharon didn't show for the appointment, but had her former boyfriend attend the meeting on her behalf. We gave the State the legal documents from the glass supplier that filed bankruptcy. We also gave them the contact information for the layers and that we were awaiting release of glass specifications for the specific Triple pane glass.

The sate felt that we were not responsible for a manufactures defect, because
Sharon was not complaining about workmanship, quality of work, but a glass defect from the glass supplier.

A few weeks later our layer was able to get the glass supplier to release the specifications of the glass so that we could then get another glass supplier to build us a new Triple pane glass unit.

Please understand, this cost more then a thousand dollars. This needed to be done so that if any other customers needed glass replacement for warranty issues they also could get service.

Her claims that she was being bullied by Plum are untrue and unfair.

Anyone who tries to collect $1000.00 from a company because of a small spot on a piece of glass and writes the Attorney General of the state of Arizona could not be intimidated.

I understand that Sharon wanted something immediately, but unfortunately circumstances beyond our control took time and in the end she got new glass, not $1000.00.

If the glass was more important then the money then Sharon should be happy.

It is disturbing to me that you do everything you can to help someone. Then they write horrific things about you on a blogg after you have helped them.

She writes about her daughter not being picked up and that she couldn't get out of her drive way. If that was true, why didn't she call 911? Why, because its not true.

Sharon ,
if you ever get a opportunity to read this, like I tried to explain to you before; No matter how loud you yell at me and my staff, no matter how mad you get, we can only do what we can do. It's not going to make things go faster or more to you liking. We are just honest people trying to make an honest living. Just because you paid us to do a job does not give you the rite to verbally abuse us.

To potential customers;
We have bee in business for over twenty years in Arizona. I would estimate that we have over twenty thousand installations in the state of Arizona alone.
I understand that it's disturbing to read bad things about a company you might choose to do business with. I invite you to come to our office and read the thousands of recommendation letters that we have from our satisfied customers.

Plum Windows & Doors, Inc
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