Hi Steve,
We are very startled to read this review a whole year after the installation took place. This is our third time doing a job for you, and your feedback for both previous jobs was excellent.
When we replace existing windows with new ones in any residential home, our installers provide caulking and flashing for the new windows once they are installed. Because your home is a new construction home, the caulking and flashing is no longer the responsibility of the window company. We installed the new windows into the openings, and provided the necessary insulation for them. The caulking and flashing is your responsibility and must be completed by a caulking company, sub-contractor, etc. once all the exterior work on the home (brick, stucco, siding, etc.) has been complete. This was all mentioned to you prior to the installation.
When you first reached out to us about the leaking, Alex and Roman came over as soon as they could to check out the issue. They explained to you that the windows required caulking and flashing, and once this was complete, the leaking would stop. They also noticed that the front door and garage door were damaged by a sub-contractor who was working in your home. Although this was not the fault of New Look Windows and Doors, we provided you with service and the necessary parts for the repair of the doors regardless, and free of charge.
Regarding your complaint about your black painted doors; this is a defect from the door manufacturer, not from New Look Windows and Doors. New Look Windows and Doors sent you service representatives directly from the door manufacturer to replace the doors you were unhappy with, but you rejected the offer and asked us to no longer call you or email you, and told us that you would fix the problems yourself.
Regarding your friend having the same issues with the paint on the door; he accepted the same service that was offered to you, received a new door, and his problems were quickly solved. Your friend built his new home the same way that you built yours, but he hired a professional home builder and a project manager to watch over the home while it was under construction. He never had any leakages in his windows. We understand that hiring professionals may be expensive, and you decided to build your own home without professional help for the first time in your life, which may also be the root of your leakage issue.
We understand that the whole process of building your own home is extremely stressful, and we tried our absolute best to stick with you and help you through it the whole way, until you began to reject our help.
We are happy to hear that you found somebody who helped you solve your leakage issue, and we wish you and your family all the best in your new dream home.
Best Regards,
New Look Windows and Doors Team
Reply created 15 Sep 2018
