Wants cash back after sold duplicate window parts

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Updated: September 7, 2011 12:18AM

Dear Fixer: My house has Andersen double-glazed windows and is about 20 years old. Three of the double-hung windows developed a leak in the double glazing I went to Von Tobel Lumber & Hardware in Valparaiso, Ind., on May 5 to see what could be done. Their customer service representative informed me that Andersen makes a conversion kit for this model of window.

We ordered the kit. I was told the windows did not come with hardware or screens, however. So we ordered hardware that closely matched all the other hardware in our house.

We picked it up on May 16. The next day, I opened the boxes and discovered that hardware was already installed and the extra hardware we purchased was not needed. The installed hardware exactly matched the other hardware in our house.

I went to Von Tobel on May 19 and tried to return the unneeded hardware. The rep said he didn’t know there was already hardware on the windows and thought you had to order it separately. He said he would talk to the manager and get back to me.

I stopped in again five days later and was told the manager was contacting Andersen to see if they would take it back. Later, I was told Andersen would not take back the extra hardware.

Obviously, I don’t need two sets of hardware, and if I had known that the windows came with hardware that matched the rest of the hardware in my home I would not have ordered it.

I should note that I was also told to order new screens, as the old screens would not fit in the converted windows. It wasn’t until I installed them that I discovered that the old screens were the same size. I didn’t try to return the screens because I had already used them.

The full price was $1,075.74, which included the hardware cost of $195.17 and the screens, which cost $79.35. The hardware is unopened and unused.

John Vittoe, Valparaiso, Ind.

Dear John: It seems there was a teeny bit of confusion here. We went right to the top at Von Tobel. Mark Zemrowski, their chief operating officer, contacted Andersen and was told the conversion kits are not supposed to come with hardware, since there are so many different options for hardware. For some strange reason, your kit included hardware (apparently an error on Andersen’s part, which will be a mystery for another day).

So, from Andersen’s perspective, you actually got more than you paid for.

However, Von Tobel values you as a customer, so they’re going to go ahead and issue a credit for the $195.17. You’ve arranged to come in and return the unused hardware to them.

BBB gives shout to all
big-hearted attorneys

The Better Business Bureau still has a few openings for their next arbitrators class, so if you’re an attorney with a knack for sorting through consumer disputes, consider volunteering for their program.

The BBB will provide training on July 28-29 in Chicago. Interested applicants can register at chicago.bbb.org/arbitrator. Selected applicants will be contacted for an interview and will receive training materials.

Volunteer arbitrators typically take on a few cases a year in such areas as automobiles, home improvement, personal services contracts, insurance claims and more.

For more info, call (312) 245-2513 or send an e-mail to rcalibro@chicago.bbb.org with “Arbitrator Training” in the subject line.

Reader to hospital: Hurry up refund!

Dear Fixer: I overpaid my bill from Advocate Trinity Hospital by $100. I was quoted an incorrect amount when I inquired and paid the bill ahead of schedule.

I called and was told it would take six to eight weeks to get a refund.

The bill was paid on May 1. I called on June 16 to check on the status and was informed that it had just been submitted and I would have to wait another 45 days.

I am 85 years old and on a fixed income. Consumers are sent to a collection agency when they are late on bill payments, so I would like to know why I have to wait so long for my refund.

Eula DeFell, Chicago

Dear Eula: We got in touch with the hospital’s media relations folks, who looked into your account. They quickly got back to us with the news that your check was mailed that day, so it appears this is now fixed!

Summer safety for your money

If you’re planning a vacation this summer, you don’t want an identity thief coming along for the ride. Here are some tips from Visa to help avoid becoming a victim:

If you plan to travel abroad, inform the bank that issued your credit card about which countries you’ll be visiting and for how long.

Keep a copy of the bank’s customer service number and your credit card number in a safe place that is separate from your card. Be aware that toll-free numbers might not work internationally, so ask the bank for the best way to contact them if there’s a problem.

Report lost or stolen cards or unauthorized transactions immediately.

Bring only the most essential cards on your trip and don’t carry your Social Security card in your wallet.

Be aware of “shoulder-surfers” — people who may try to watch you enter a PIN number at an ATM or checkout.

Don’t leave your cards in your car’s glove compartment.

Save your receipts, and check them against your statement when you get home.