Custom Development Of California

My apologies to you for not getting back to you regarding ID # [redacted] . I have been contacted by Custom Development ( [redacted] to be specific) about scheduling a day to redo my chalking. He stated that they have tried to contact me by phone. This may well be true but since I did not receive a message on my answering machine who knows? I have told Custom Development time and again that I will only accept written correspondence from them. I need a paper trail!I have enclosed a copy of the letter so you can keep it with the other material regarding this matter.If you have any questions regarding this matter, please feel free to contact me (in writing, of course!)Sincerely, [redacted] ***

To whom it may concern: In reference to the complaint submitted by Ms***, I am detailing my response as follows: The above referenced job was completed on August 1, Ms [redacted] signed the completion certificate indicating her satisfaction with the jobA copy of the signed certificate is included as an attachment to this memoOn September 16, 2016, Ms [redacted] sent us a letter regarding a problem with her drain [redacted] responded to her letter on September 23, with an offer to come by her home on October 11, and fix the issue at our expenseOn September 26, Ms [redacted] sent us a letter describing several additional problems she had regarding groutShe also raised an issue regarding the size of the shower that we installed for her based on non-professional advice she receivedWe were surprised to receive this letter since she had signed the certificate of completion without indicating that her signature was conditional upon completion of additional workNevertheless, [redacted] responded to her letter on September 29, with an offer to stop by her home to evaluate the situation and schedule a crew to come by to resolve the issues she brought to our attention by October 11, On October 3, Ms [redacted] sent us a letter stating that she would not be available to allow us into the home on October 7th but stated her availability for October 11, We arrived at her home on October 11th and resolved all of the issues she had brought up to her satisfactionSince Ms [redacted] has now submitted a formal complaint to your office, it is clear to us that she is relying on advice from a friend who had stated that the shower was bigger than a “transporter pad on the [redacted] .” The size of the shower is dictated by the amount of space availableThe shower pan in our new Trim Line products is 1/inch larger than Ms***’s original shower panAs a contractor for over years, I would be hard pressed to notice a difference of 1/inchNevertheless, the newer materials do make the space look larger

It has always been our intention to resolve all remaining issues with the work that was done for [redacted] in a timely manner. We made many attempts to contact her by phone to set up a date and time to go out to her home to fix the problems that she was having with her shower. However, our ability to arrange a date and complete the work was slowed down considerably due to Ms. [redacted]'s refusal to speak with us over the phone and insistence that all correspondence be made through traditional mail.Despite the challenges in communication, we were finally able to agree on a mutually acceptable date. On October 16th, 2017 our installation crew went Ms. [redacted]'s home and resolved all of the outstanding issues. I have enclosed a signed completion certificate from Ms [redacted] indicating her approval and satisfaction with the work completed.We responded quickly to Ms. [redacted]'s concerns as we always have with all customers and worked to resolve the issues she raised as expeditiously as possible. Regards, [redacted]President Custom Development of California

To whom it may concern: In reference to the complaint submitted by Ms. [redacted], I am detailing my response as follows: The above referenced job was completed on August 1, 2016. Ms. [redacted] signed the completion certificate indicating her satisfaction with the job. A copy of the signed certificate is...

included as an attachment to this memo. On September 16, 2016, Ms. [redacted] sent us a letter regarding a problem with her drain. [redacted] responded to her letter on September 23, 2016 with an offer to come by her home on October 11, 2016 and fix the issue at our expense. On September 26, 2016 Ms. [redacted] sent us a letter describing several additional problems she had regarding grout. She also raised an issue regarding the size of the shower that we installed for her based on non-professional advice she received. We were surprised to receive this letter since she had signed the certificate of completion without indicating that her signature was conditional upon completion of additional work. Nevertheless, [redacted] responded to her letter on September 29, 2016 with an offer to stop by her home to evaluate the situation and schedule a crew to come by to resolve the issues she brought to our attention by October 11, 2016. On October 3, 2016 Ms. [redacted] sent us a letter stating that she would not be available to allow us into the home on October 7th but stated her availability for October 11, 2016. We arrived at her home on October 11th and resolved all of the issues she had brought up to her satisfaction. Since Ms. [redacted] has now submitted a formal complaint to your office, it is clear to us that she is relying on advice from a friend who had stated that the shower was bigger than a “transporter pad on the [redacted].” The size of the shower is dictated by the amount of space available. The shower pan in our new Trim Line products is 1/2 inch larger than Ms. [redacted]’s original shower pan. As a contractor for over 40 years, I would be hard pressed to notice a difference of 1/2 inch. Nevertheless, the newer materials do make the space look larger.

My apologies to you for not getting back to you regarding ID # [redacted]. I have been contacted by Custom Development ([redacted] to be specific) about scheduling a day to redo my chalking. He stated that they have tried to contact me by phone. This may well be true but since I did not receive a message on my answering machine who knows? I have told Custom Development time and again that I will only accept written correspondence from them. I need a paper trail!I have enclosed a copy of the letter so you can keep it with the other material regarding this matter.If you have any questions regarding this matter, please feel free to contact me (in writing, of course!)Sincerely,[redacted]

Review: Initial request 4/1/13 for replacement of French Sliding Glass Door in Master Bedroom due to defective quality within double glass pane.

Problem Date: 4/01/2013

Company: Custom Development of California

Sales Representative: [redacted]

Purchased: Amerimax Windows w/ Ameriglass System - total of 10 windows

Purchased Date: 7/06/2001

Warranty Certificate No: XXXXX

Payment $13,700 for 10 windows

Current Representative - [redacted]

On 4/1/13 - Initial request for replacement of a French Slider glass door in master bedroom due to marks within the interior of the double pane glass.

Replacement is covered under a Life Time Warranty and a Life Time Glass Breakage Warranty, per our initial purchase/contract with Custom Development of California, July, 2001.

We been told verbally that there's been a change of window manufacturers, and this is causing the delay.

On 6/25/13, I mailed a letter to [redacted] of Custom Development of CA requesting that he submit in writing the reason for such delay, as well as to the steps that are being taken in regards to replacement of our glass door.

On 8/17/13, a service contractor, [redacted] came to replace the glass, however he was unable to replace as the glass did not fit the existing door frame. He left the glass panel in our garage.

8/22/13 - [redacted] left voice msg, checking to see if anyone has called us about the glass replacement.

As I was out of town for a few days, I replied to [redacted] via text msg that "we have not heard from anyone".

On 9/3/13, I emailed [redacted]@aol.com), as well as two others from the company ([redacted]@cdofcal.com; [redacted]@cdofcal.com) the following msg:

"We are now in our fifth month (April-Sept) with no resolution to the replacement of our glass sliding door.

As of 8/17/13, we've been storing the glass in our garage. We are no longer comfortable with this arrangement. We agreed to storing the glass, thinking that it would only be a couple weeks at the most. This is to advise you that we will not be held liable should there be any damage.

If no commitment received IN WRITING to resolve this problem by end this week, we then have no other choice than to take this issue to the Revdex.com."

[redacted] Gillo 9/3/13 to an email he sent to [redacted] at [redacted] Windows ([redacted]@plygemwindows.com) and cc'd me ([redacted]@gmail.com) same day,

"[redacted] Please Please Please call Mrs [redacted] and resolve her door issue. the Glass was the wrong size and you told our service man [redacted] that the factory would take care of the problem, and Mrs [redacted] has not heard from you. I am sending you a copy of her last email. Please handle this!!!!!!!!! [redacted] CDC"

As of today, 9/12/13, we still have not received any response or resolution to the replacement of our sliding glass door; and the marks within the double pane glass continues to get worse.

Desired Settlement: Replacement of the glass sliding door (which is under Warranty per our original Contract with Custom Development of California) within the next 2 weeks.

Business

Response:

Initial Business Response

e-mail sent to [redacted] Windows [redacted]!!! I sent you this e-mail on 9-3-13 I nor Mrs [redacted] has had a replay. I am attaching a letter and a complaint she has sent to the Revdex.com please respond to this problem???? Or ref it to the General Manager or the factory Manager or some one that will get this problem resolved for Mrs [redacted]. Her phone # is XXX-XXX-XXXX address is [redacted] CA. XXXXX and her e-mail is above as I have sent her a copy of this e-mail to mfg [redacted]

Sent 9-3-2013

[redacted] Please Please Please call Mrs [redacted] and resolve her door issue. the Glass was the wrong size and you told our service man [redacted] that the factory would take care of the problem, and Mrs. [redacted] has not heard from you. I an sending you a copy of her last e-mail.

Please handle this!!!!!!!!!! [redacted] CDC