Zen Windows Milwaukee LLC

Hi Mr. Hamdan. I'm happy to respond to your grievances.

Regarding my alleged unresponsiveness, I replied to all emails and phone calls because I strive for excellent communication and also because I wanted to reach a resolution, which unfortunately never happened because you didn't let us finish this project. The photos you included in this review are of a partially finished job. None of the three windows nor the patio door that we began to install were even completed. Additionally, we still have seven windows yet to install which, by the way, are in your possession. And need I remind you that you haven't paid us one penny due to our no down payment policy.

You claim the patio door is not the correct size because you've stated again and again that the thickness doesn't perfectly match your wall thickness. Patio doors are ordered based on height and width, not depth. This is simply industry standard.

You mention a broken lock. This is an easy fix due to the fact that we keep spare locks in our warehouse. You never allowed us the chance to return so we weren't able to address this. Any other product-related issues can be easily resolved by us obtaining the necessary parts from the manufacturer. We honor our lifetime warranty, which begins once the project is complete.

We tried to return with Tyvek tape (not painter's paint as you stated) to seal any exposed areas around the four items that we began to replace, prior to us hopefully being granted the opportunity to complete the project a few days later. You turned away my lead installer when this attempt was made.

You were very quick to lawyer up and attempt to file an insurance claim with my liability insurance (unsuccessfully because there were no grounds for a claim). I then received a 'Notice of Claim' from your attorney stating we caused damage to the tune of $19,425 along with a request for $10,000 for drywall replacement due to mold damage we allegedly caused. When I was finally shown the "damage report" all I was presented with was a quote for $19,425 from another company to have the same work done (the replacement of ten windows and a patio door). This put me in the awkward position of doing one two things in order to comply with your demands--either pay $19,429 out of my own pocket for another company to do the same project you never allowed us to complete or be forced to file a claim with my insurance company for these "damages", which would be tantamount to insurance fraud. As a rational, honest businessperson, I decided not to take either option and hire an attorney.

And let's touch on the drywall remediation you wanted me to pay for, as a result of the alleged mold damage. When I asked to be presented with proof of this mold damage I was only shown a quote for demolition of drywall, drywall installation, texture and interior painting. You never hired a mold professional to get a test done. Instead I was forced to hire a mold professional (for $625 out of my own pocket mind you) to do both air and surface tests in your home. Unsurprisingly, the results came back stating that "Based on the visual inspection and laboratory results, our professional opinion is that Professional Mold Remediation is NOT required."

It's unreasonable for you to expect $10,000 for drywall work when there is no proof of mold damage. Furthermore, the drywall remediation quote provided was for $7,557 (not $10,000) so I fail to understand the math here. And the drywall quote was dated August 31st yet the notice of claim from your attorney was dated August 22nd. This leads me to believe you pulled the figure of $10,000 out of a hat.

Look Omer, you're a contractor yourself (owner of O & W Heating and Cooling LLC) so you understand the importance of a business's online reputation. You certainly wouldn't appreciate slander being spread not only on Houzz but on three other social media platforms as well like you did in this unfortunate series of events.

Thank you for the kind words Kelly! I'm glad we succeeded in creating a truly 'Zen' experience for you. We look forward to serving you again in the future.

It was a pleasure serving you! One of the cornerstones of our business model is to not charge our clients for unexpected installation related charges. For example, sometimes when we remove the old window we encounter rotted wood that must be replaced. We do this at no additional cost because nobody likes surprises when it comes to their money. The amount our clients see on their quote is always the same as the amount on their final invoice. Thank you for choosing Zen Windows!

Thank you for our business. Yes our comprehensive lifetime warranty is one of the things that makes Zen Windows so unique. If anything else goes wrong in the future all you have to do is give us a call/email and we'll come out and take care of the issue at no cost to you.

Thank you for the kind words and it was nice meeting you in person. As the owner of Zen Windows I try to stop out to the majority of our installations. We hope to serve you again some day!

We appreciate your business very much! As you discovered, even though our windows and doors are some of the best in the industry we can usually work within everyone's budget. And I'm glad you felt comfortable with my installation crew. They love what they do and really excel at their profession. A window is only as good as the person installing it and Zen Windows is lucky to have the best of the best installing for them.