COMPLAINT: Vanya Wright, Chevy Chase, Md.

"I bought three double-hung windows and one French casement window from Quality Window & Door Inc. We used the company's installer, and he did a full tear-out, even replacing the framing that the windows attach to.

"The windows themselves seem just fine. The installation, however, was bad. Their installer put the windows in off-square, off-level, and off-plumb, and the bottom jamb of one of the windows is bowed.

"We complained about the installation job right away."

DESIRED RESOLUTION: "I want a refund of the installation fee for the three windows that haven't been fixed."

RESPONSE:  Dennis Dunn, manager, Quality Window & Door Inc

"The member's residence is a very old home with a brick and block wall construction and plaster walls. Both of these surfaces were out of plumb with inconsistent plaster thickness on the interior. The openings were also out of square.

"Our installer has more than 30 years of experience in window installation. We've never had any complaints about him or his work, only compliments.

"The member signed a completion certificate indicating her satisfaction with the job. We do not take any complaint against our company lightly.

"Our reputation and customer satisfaction is of utmost important to us. If there are any additional issues, we are ready and willing to resolve them now.

"We will refund $170 per window or a total of $510 to resolve the issue. This refund is a courtesy for the customer and not an admission that we were at fault."

STATUS: Resolved