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.