Complaint Review: Long Windows - Long Fence - Beltsville Maryland

Representative Russ V. of Long Windows,

You did an amazing job at demonstrating that Long Windows made a superior window over anyone else on the east coast. Caroline and I both exclaimed, "wow" when you showed us how the windows with the heat mirrors were far better than the standard double paned windows that were filled with argon gas. You explained that you did not recommend the standard double paned windows with the argon gas. You said that Long Windows only sold them because other companies did. I agreed with you that I'd only get the windows with the heat mirror from Long Windows and that if I wanted the standard double paned windows, that I had better price quotes from 2 of your competitors. Caroline and I were clear that we were only interested in the windows with the heat mirror.

Caroline and I really enjoyed meeting with you to discuss our needs for new windows. We got to tell you how we met and explain that money was tight at the present time. We were honored to hear about your life and family. We told many people about our positive experience with you.

I did give you a low dollar amount that I'd be willing to pay for the windows with the heat shield. If this was too low to be profitable you could have just told me. The contract that you filled out and we both signed had "NV" as the brand of windows, I asked you if these windows on the contract were the windows we had discussed with the heat mirror since I did not know what "NV" meant. You assured me that these windows had the heat mirror and said that I could trust you. I did trust you. There is nothing on the contract that I signed that indicated the quality of windows would be less than what we had verbally agreed on.

From the paperwork that arrived by mail after the windows were installed, I believe the windows you put on our contract were the NewView Double Hung windows. These windows do not have the heat mirror that you made clear to us was the only reason to purchase a window from Long Windows.

I called you on the day the windows had been installed because I was having trouble seeing the heat mirror in our new windows. You assured me that the heat mirrors were in our windows and that the heat mirrors are almost impossible to see because the windows were made that way. I was comforted that you planned to have a follow up meeting with me at my home and you would demonstrate we had the correct mirrors. After that phone call, you stopped answering my calls.

I sent you an email on Thursday May 28th 2009, asking if you were still going to visit us and demonstrate that we had the windows with the heat mirrors. You were kind enough to respond the next day telling me you hoped to visit us during the upcoming weekend. You never showed up.

On June 8th 2009 I sent you an email asking when you would be able to meet with us because I was concerned that we had the incorrect windows. You were very punctual and responded on June 9th with

" I apologize for the delay in meeting with you. I am certainly not avoiding you and unfortunately I dont get out to Leesburg very often at all. I have to go to the appts. as directed or I will lose my job. I work Mon thru Sat and only have Sundays off. I am not making excuses, but you have to understand that I am doing the best I can with what I've got. I hope that you guys are noticing a difference with your new windows and are happy with the installation.

"

We still did not get a visit.

On July 22nd 2009 I emailed you once again to ask when you would be able to meet with me about our windows. You responded on July 23rd with

"

Sir,

Of course I would be happy to meet you. Please be advised that you and Mrs. Davis did receive whatever window you ordered, the window addendum is a legal binding contract and whatever it says, we are obligated (by law) to install. Long hasnt been in business for 65 years by accident. Please review your window addendum, whatever it says is what we installed. I signed it (as a Long representative) and of course you and Mrs. Davis signed it as well, we are all obligated by it.

"

I am very disappointed in the service we received from Long Windows.

Because of all that has happened, I fear the most logical explanation is that you gave us the impression that we were purchasing Long Window's premium product, then gave me a contract to sign for a lesser quality window from Long Windows.

Mark

Leesburg, Virginia

U.S.A.