Salem Windows & Doors Inc

The saga of my dealings with Salem Windows & Doors began in November of 2014 when I tried to purchase a thermopane type insert to replace one whose seal had failed in the original Hurd window installed when the house was new. I called Salem because they seemed to be the closest Hurd dealer and since the original windows were made by Hurd I mistakenly assumed that this insert would be a standard product with a product code or some such, the specs for which would be available to Hurd if not to Salem. When I called Salem in Foscoe NC one of their representatives agreed to come out, look at the failed seal on this window and order the right replacement insert to fit the wood frame. The representative measured the window and did a cursory sketch of the insert required along with the dimensions. I was told that this would be sent to Hurd and that it might take 6 to 8 weeks for the fabrication and delivery of the insert. I was quoted a price of $98.66 which I paid in advance in early January, 2015. Several months went by during which time I removed the failed insert from the frame and put up a heavy plastic sheet in place of this window in my living room. At this point I noticed that a second window with an identical insert was clouding up, so I called Salem to order a second insert. Then the first insert arrived and it was the wrong size. What I then discovered is that when Hurd received the sketch and basic dimensions from the Salem representative, Hurd with the help of computer graphics, quickly designed an official spec and diagram and sent it back to Salem for verification. Either the spec sent by the Salem representative was wrong to begin with or the computer generated spec created by Hurd was done incorrectly. But Salem, rather than do a quick verification of the spec sent by Hurd, did nothing - waiting several months for the wrong size insert to arrive. I went to Salem's sales location and picked up the insert and once I attempted to fit it in the frame I realized it was the wrong size. So this whole process was repeated - exactly - with the wrong size (different size) insert received again. By this time it was July and I attempted to contact the owner of Salem, a Ben Heinsohn I believe. He would not talk to me, put me on hold and eventually I hung up. I did later receive a call from a Salem underling who wasn't familiar with the situation. I then emailed Ben and suggested that they change their procedure by verifying the spec that Hurd sent back to them against the original measurements in time to prevent Hurd from fabricating the wrong insert if the spec was wrong. No reply to this email. In September I emailed Salem, cancelled both of my insert orders and requested a refund of what I had paid. It is now November - no refund and no reply from Salem.