VMHI

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:The owner of the business lies about everything We never received a phone call, which is the norm for them They don't return or make phone calls to their customers who are dissatisfied I have been dealing with this issue since the end of April, and it is still not resolved First, we were told the part was supposed to be ordered, but was not ordered, and no reason was provided for not ordering it Then, we were told they exhausted their options and could not get the part Now they are telling us they can get the part, but that was back at the beginning of July, and we still don't have a part Sick and tired of the run around Even if it is a custom made part, it should take 6-weeks maximum to come in In addition, a damaged screen was installed at the end of April, and we still don't have that part It takes months to order a screen?? The business ignores our requests for updates on the screen Supposedly, it was in, and they were supposed to deliver it, and then they told us it was lost somehow Never got an explanation on that one The only time we get a response from this company is when we open a case with the Revdex.com They don't return emails or phone calls, and when you call the business they don't pick up Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:1) Despite assuring me they would contact me on 5/in their response, they have not reached out to me This unfortunately is the norm for Acre Windows Outside of the one I email I received from Matt M [redacted] rejecting to pay for the damages they caused, they never respond to me emails or voicemails I would gladly see my emails and phone records showing my numerous contact attempts to them They can't produce more than a single email or any phone records reaching out to me, because they never have2) Nearly seven weeks have passed from when I first contacted the company about the damage they caused to my property and they never once refuted that they caused the damage Now that I have filed a Revdex.com complaint they are alleging that they did not cause the damage but are willing to try to settle this matter It appears obvious to me that they are simply trying to save face in a public forum3) I was told on May 7th they would have their repair person be in contact with me as soon as possible Nearly a month has past and I have not been contacted "As soon as possible" is unacceptable as that is what I was told weeks ago and I am not interested in waiting nearly another month to be contacted by their repair person In my email response to Matt M [redacted] on May 7th I volunteered to contact their repair person directly in an attempt to speed up the process I never received a response from the companyI am very disapointed with the service I have received from Acre Window I did nothing wrong in this situation I welcomed their sales person into my home and he damaged my property I reached out to Matt M [redacted] on April 21st and he assured me that they would resolve the situation the best way I see fit I spent my time and energy securing multiple estimates Both professionals that came to my house told me the table can't be repaired and needs to be refinished I asked to be paid $525, which is the cheapest of the estimates I received, and have been rebuffed Acre is now implying that I am lying to them about causing the damage as they are now asserting that they did not cause the damage I assure you I have much better things to do with my time than to fabricate this damage, secure multiple estimates, send numerous emails and file Revdex.com complaints because the company is not cooperating with meAs state in my reasons above, I full reject Acre's response Regards, [redacted]

From: class="gmail_sendername" [redacted] ***Date: Fri, Nov 6, at 7:AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: "[email protected]" Dear Revdex.com, This complaint has not been resolved at allYes Matt did call me but that is itHe made promises to me again and has not delivered

We will reach out to the customer this afternoonalthough our sales person denies damaging the table during his visit it is our desire to settle this matterhowever $for a scratch on the table seems excessiveWe will make sure that our repair person gets in touch with the customer as soon as possible.Please also note that this consumer is not a customer of ours and we are not doing any work for this consumer

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Despite again assuring me they would contact me, ACRE has still never reached out to me via phone or email to discuss this issue I also am rejecting their offer to pay for 50% of the damages to my table They are 100% responsible for causing damage to my table that, in the opinions of professionals, needs to be refinished I am still seeking full payment of $525, which is the cheapest of the estimates I secured I am believe my request to be fair and just If I must, I plan to pursue this matter in small claims court If I file, I will seek all my fees incurred in addition to the $ Based on the facts, I feel this is a very winnable case I remain hopeful that this matter can be resolved amicably Regards, [redacted]

We will again reach out to the customer in an attempt to resolve the issueWe will offer to pay 50% of the $costs to refinish the entire tableWe believe this to be a good faith fair offer given that other damage to the table not made by us is also being repairedHopefully this can bring closure to the matter

This is a case where the client ordered windows using the insert method of replacement, where existing frames are not replacedThe written contract states that the insert method is being usedUpon delivery of the windows, the customer did not like the configuration of the new windows and refused to allow installationWe met with the clients and offered to re-order the windows in the configuration they desired at no additional chargeWe even agreed to refund 50% on the money on deposit until the new windows were re-ordered and installedNow the customer has decided that it took too long to forward paperwork regarding the agreement and is recanting the agreed upon resolution and demanding a full refund despite us having ordered and delivered windows to their homeOur position is that we should be allowed to provide the customer what they want since we are willing to do what they want free of additional chargesWe have a valid contract that we have not violated in any way and have spent significant money on the projectWe are willing to do the work in the manner the client wantsIt is only fair that we be allowed to execute the work The customer needs to be willing to work with us to get this matter settledWe are willing to work with the client in any reasonable way to satisfy their needs and get the work done

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: We strongly believe that this company unprofessional and unreliable They failed on our contract .We are very disappointed in their actions after thatWe do not want any other contracts with them.We want a full refund of $4,And we want them to pick up their windows Regards, [redacted]

We will reach out to the client today to attempt to resolve the issuesThe client is requesting new sidelite coming color different than was contracted forAll the service issues will be addressed once we get the date set with the client

This complaint is an unfortunate situation where the customer believes that they are paying to much for the windows they contracted forThe facts are that the customer signed a legally binding contract and completed a credit application on March 19, and was approved for credit on March 20, met with
our Project Manager on March at which time it was clear that the project was moving forward and with windows were being orderedAlmost two weeks later the customer was told by an unnamed 3rd party, most likely a competitor of our Company, that they were being somehow "ripped off" by our firmWhen the customer called to attempt to cancel the project that was already in process, we attempted to address their concerns as follows:
asked to meet with the customer face to face to review their concerns and resolve the matter - the customer refused to meet with us
offered to match any competitors price upon presentation of a valid quote - the customer refused to provide any quote
offered to discuss a price reduction to resolve the matter - the customer refused again to meet to resolve
offered to cancel the project if the customer would reimburse our out of pocket expenses - customer refused to cover any expenses that we have incurred on their behalfAt this point the customer is demanding that we cancel the contract, we fully refund their deposit, we "eat" all the out of pocket expenses we have incurred, and have the project completed by one of our competitors, all while "badmouthing" our company and our employees Not only is this an unreasonable position, it is simply not fairWe again ask that the customer take advantage of one of the options presented above to resolve the matterPlease encourage them to meet with us so that we can reach an amicable resolution.
If they are unwilling to communicate and work with us toward a reasonable resolution, we will most likely have to refer the matter to our attorneys for resolution, which is certainly not our preference or desire

It was my first time buying windowsThe salesmen said, their windows are the best on the market, that they are professional window installer, certified and their price were reasonableLater, I found out that I paid nearly three times the price for average windowsThe installation of the windows was not that good eitherThree additional estimates confirmed that fact that I paid way to much for these windowsDo be lazy like me, do your homeworkDon't walk, run from these guys because they will lie to you and will cheat you big time

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
I had to email the company to find out exactly what is going on with these parts since they don't proactively contact their customers, even though they say they are in contact I was told by the owner that the parts are on order, and they do not know when they are going to arrive I guess I have to accept this response although I don't trust them, and this is the same story we have been told time and time again
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

*** *** ***>
9:AM (hour ago)
to me
This is to inform you that I received the refund payment documented in the above referenced complaintBased on this I wish to close the complaint
Thank you
***
***
###-###-####

The client chose to cancel their order weeks after it had been placed because they decided that they wanted to do HVAC work instead of windowsPer the terms of the contract they signed, the cancellation calls for liquidated damages of 25% of the contract plus costs incurredDuring the week
period, we had gone to the home a 2nd time to take technical measurements, spent man hours preparing their order, reviewed CAD drawings and incurred other costsAt no time during this period did they indicate that they wanted to cancelUpon receiving their call yesterday, we offered several options that would allow them to not have to pay any costsWe offered to put the project on hold until they were ready with no cost increase, we offered to scale back the project by reducing the number of windows, we offered to finance the entire transaction and refund the depositNone of these was acceptable to the clientWe agreed to forgo being reimbursed as called for in the contract that was executed, and offered to accept a 25% cancellation fee instead of 25% plus costs to date.
We want to work with the client to reach a mutually beneficial outcome, however we are not willing absorb costs without being reimbursed in accordance with a signed agreement

Unfortunately, it appears that the customer is unwilling to work with us toward a mutually acceptable resolutionWe would like to set up a meeting to get together and resolve the matterWe will reach out to the customer in an attempt to set up a meetingWe are willing to do the work as desired by the customer despite having to re-purchase productWe want to give the customer exactly what they want in terms of the windowsHopefully they will agree to meet with us

The history given by the customer is accurateWe had forwarded the matter to the manufacturers warranty department since it related to a complaint with the color of the hardwareThe manufacturer reported that there is a shade difference in the hardware and the doorWe have spoken to the customer
repeatedly about this issueWe offered to provide upgraded "fancy" hardware in either brass or nickel at no additional chargeUnfortunately, there is no exact color matched hardware available since the door is a custom colorThis is typical of sliding door hardwareIt is rare that sliding door hardware matches the door itselfIt is typically a contrasting color or made of brass or nickel.
We will reach out to the customer again in an attempt to resolve this matterIn the past she has made demands for money that we have been unwilling to meetHopefully, our future discussions will be more productive

From:
class="gmail_sendername" "">[redacted]Date: Fri, Nov 6, at 7:AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]"
Dear Revdex.com, This complaint has not been resolved at allYes Matt did call me but that is itHe made promises to me again and has not delivered

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:1)  Despite assuring me they would contact me on 5/29 in their response, they have not reached out to me.  This unfortunately is the norm for Acre Windows.  Outside of the one I email I received from Matt M[redacted] rejecting to pay for the damages they caused, they never respond to me emails or voicemails.  I would gladly see my emails and phone records showing my numerous contact attempts to them.  They can't produce more than a single email or any phone records reaching out to me, because they never have.
2)  Nearly seven weeks have passed from when I first contacted the company about the damage they caused to my property and they never once refuted that they caused the damage.  Now that I have filed a Revdex.com complaint they are alleging that they did not cause the damage but are willing to try to settle this matter.  It appears obvious to me that they are simply trying to save face in a public forum.
3)  I was told on May 7th they would have their repair person be in contact with me as soon as possible.  Nearly a month has past and I have not been contacted.  "As soon as possible" is unacceptable as that is what I was told weeks ago and I am not interested in waiting nearly another month to be contacted by their repair person.  In my email response to Matt M[redacted] on May 7th I volunteered to contact their repair person directly in an attempt to speed up the process.  I never received a response from the company.
I am very disapointed with the service I have received from Acre Window.  I did nothing wrong in this situation.  I welcomed their sales person into my home and he damaged my property.  I reached out to Matt M[redacted] on April 21st and he assured me that they would resolve the situation the best way I see fit.  I spent my time and energy securing multiple estimates.  Both professionals that came to my house told me the table can't be repaired and needs to be refinished.  I asked to be paid $525, which is the cheapest of the estimates I received, and have been rebuffed.  Acre is now implying that I am lying to them about causing the damage as they are now asserting that they did not cause the damage.  I assure you I have much better things to do with my time than to fabricate this damage, secure multiple estimates, send numerous emails and file Revdex.com complaints because the company is not cooperating with me.
As state in my reasons above, I full reject Acre's response.
Regards,
[redacted]

[To assist us in...

bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The owner of the business lies about everything.  We never received a phone call, which is the norm for them.  They don't return or make phone calls to their customers who are dissatisfied.  I have been dealing with this issue since the end of April, and it is still not resolved.  First, we were told the part was supposed to be ordered, but was not ordered, and no reason was provided for not ordering it.  Then, we were told they exhausted their options and could not get the part.  Now they are telling us they can get the part, but that was back at the beginning of July, and we still don't have a part.  Sick and tired of the run around.  Even if it is a custom made part, it should take 6-8 weeks maximum to come in.  In addition, a damaged screen was installed at the end of April, and we still don't have that part.  It takes 4 months to order a screen??  The business ignores our requests for updates on the screen.  Supposedly, it was in, and they were supposed to deliver it, and then they told us it was lost somehow.  Never got an explanation on that one.  The only time we get a response from this company is when we open a case with the Revdex.com.  They don't return emails or phone calls, and when you call the business they don't pick up.    
Regards,
[redacted]

We will again reach out to the customer in an attempt to resolve the issue. We will offer to pay 50% of the $585 costs to refinish the entire table. We believe this to be a good faith fair offer given that other damage to the table not made by us is also being repaired.
Hopefully this can bring closure to the matter.