Initial Business Response /* (1000, 9, 2015/06/24) */
We have been wanting to get you on the schedule to come out and fix the windowsWe were under the impression based on our most recent conversation with you that we would come out to fix them now that the weather is nice, so the wood will be
stableWe have tried contacting you, can you please give us a few dates that are good for you and we will get you on the schedule for one of themEven if the house has since been sold our last conversation, as we agreed, we are happy to come out and do the work for them at their convenienceThank you
Initial Consumer Rebuttal /* (3000, 11, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't know why you would be under the impression that you would come out and fix them "when the weather was nice, so the wood would be stable." We have never discussed thatThat last conversation I had with someone on the phone with your business, I told you we are selling the house and want to make sure the windows work for the new homeownersYou never at any point said you would wait until the weather was "nice"You only told me that you would have someone call me to schedule a time when you could come out for the ** 4th ** time to get the windows to function properlyNobody ever called meSame situation as last fall - nobody ever returned my call to schedule a time to come outI should not have to continually call to have someone come to our house - a mere miles from your business - and make our windows operable
We are still requesting a full refund, or if you are going to fix the windows for the new owners, we would like 1/refund of the total price we paidIf you do not intend on fixing the windows for the new owners, pleae refund us in full, and we will split that with the new owners
Final Business Response /* (4000, 13, 2015/07/06) */
A & A Millwork stands strongly behind our products manufacturedThe problem has been collaboration of scheduling times on both endsWe as well stand behind our installation as we have been in business in the local community for yearsWe want to be clear that we are not avoiding your service requests, as we have came out in the past years since you had originally expressed concern to investigate your requests of window operationUnfortunately, the last time we were out was in the heart of the winter and recommended to wait until it was warmer to perform the repair which was winter
In response to your concern having to climb up on the counter to open the windows: You are correctWhether the windows are working smooth or need maintenance you will have troubles because your counter top is in front of these windows which requires a lot harder attempt to open or closeIf there was no countertop in front of them it would be much easier to walk up to them to operate
We understand your frustrations and concerns, although we will not be honoring a refund for the minor maintenance that is needed for the adjustments of operation from windows that we installed in the Fall of Our product has a year warranty in which includes the jambliners the windows glide on as long as they are not damaged due to reckless operationIn this case, when we were out winter of that was not the caseWe require you follow our process to get them fixed which is having us come to the home for a service call
Our warranty is transferable so we can work with the new homeowners if the sale goes through prior to us coming outWith the busy summer, we request you provide us dates/times you would have available in July for us to collaborate with our scheduleWe need approximately a 4-hour time frame so you plan accordingly
Final Consumer Response /* (3000, 15, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"If there was no countertop in front of them it would be much easier to walk up to them to operate" ---- I have other windows that do not have a counter top in front of them and they do not close properly eitherI have to stand on a chair and hold the top window in place as I try to close the bottom windowWhen I open those bottom windows, the top window slides downYou are making excuses saying there were scheduling issues - if you would have tried to call me back and schedule a time, there wouldn't be an issueOur family doesn't work the regular 9-hours, so we are very flexible as to when you could have come over - you just had to return one of my phone calls to schedule a time
What you are calling "minor maintenance" should have been fixed the 2nd time out, or even the 3rd time outClearly it's more than minor maintananceIf you truly stood by your work, you would offer a refund of some sort, but other consumers will see this report and know the kind of company they are dealing withShame on you for making excuses and putting the blame on usShame on your for thinking it's acceptable to do business in this manner, and to outright lie about our conversations in the pastYou at NO time recommended waiting until it was warmer --- that is the first I am hearing of this such conversationStranagely it's now just coming up and if it was true, you surely would have mentioned it earlier on in this complaintShame on you for being dishonestShame on you
Initial Business Response /* (1000, 9, 2015/06/24) */
We have been wanting to get you on the schedule to come out and fix the windowsWe were under the impression based on our most recent conversation with you that we would come out to fix them now that the weather is nice, so the wood will be
stableWe have tried contacting you, can you please give us a few dates that are good for you and we will get you on the schedule for one of themEven if the house has since been sold our last conversation, as we agreed, we are happy to come out and do the work for them at their convenienceThank you
Initial Consumer Rebuttal /* (3000, 11, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't know why you would be under the impression that you would come out and fix them "when the weather was nice, so the wood would be stable." We have never discussed thatThat last conversation I had with someone on the phone with your business, I told you we are selling the house and want to make sure the windows work for the new homeownersYou never at any point said you would wait until the weather was "nice"You only told me that you would have someone call me to schedule a time when you could come out for the ** 4th ** time to get the windows to function properlyNobody ever called meSame situation as last fall - nobody ever returned my call to schedule a time to come outI should not have to continually call to have someone come to our house - a mere miles from your business - and make our windows operable
We are still requesting a full refund, or if you are going to fix the windows for the new owners, we would like 1/refund of the total price we paidIf you do not intend on fixing the windows for the new owners, pleae refund us in full, and we will split that with the new owners
Final Business Response /* (4000, 13, 2015/07/06) */
A & A Millwork stands strongly behind our products manufacturedThe problem has been collaboration of scheduling times on both endsWe as well stand behind our installation as we have been in business in the local community for yearsWe want to be clear that we are not avoiding your service requests, as we have came out in the past years since you had originally expressed concern to investigate your requests of window operationUnfortunately, the last time we were out was in the heart of the winter and recommended to wait until it was warmer to perform the repair which was winter
In response to your concern having to climb up on the counter to open the windows: You are correctWhether the windows are working smooth or need maintenance you will have troubles because your counter top is in front of these windows which requires a lot harder attempt to open or closeIf there was no countertop in front of them it would be much easier to walk up to them to operate
We understand your frustrations and concerns, although we will not be honoring a refund for the minor maintenance that is needed for the adjustments of operation from windows that we installed in the Fall of Our product has a year warranty in which includes the jambliners the windows glide on as long as they are not damaged due to reckless operationIn this case, when we were out winter of that was not the caseWe require you follow our process to get them fixed which is having us come to the home for a service call
Our warranty is transferable so we can work with the new homeowners if the sale goes through prior to us coming outWith the busy summer, we request you provide us dates/times you would have available in July for us to collaborate with our scheduleWe need approximately a 4-hour time frame so you plan accordingly
Final Consumer Response /* (3000, 15, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"If there was no countertop in front of them it would be much easier to walk up to them to operate" ---- I have other windows that do not have a counter top in front of them and they do not close properly eitherI have to stand on a chair and hold the top window in place as I try to close the bottom windowWhen I open those bottom windows, the top window slides downYou are making excuses saying there were scheduling issues - if you would have tried to call me back and schedule a time, there wouldn't be an issueOur family doesn't work the regular 9-hours, so we are very flexible as to when you could have come over - you just had to return one of my phone calls to schedule a time
What you are calling "minor maintenance" should have been fixed the 2nd time out, or even the 3rd time outClearly it's more than minor maintananceIf you truly stood by your work, you would offer a refund of some sort, but other consumers will see this report and know the kind of company they are dealing withShame on you for making excuses and putting the blame on usShame on your for thinking it's acceptable to do business in this manner, and to outright lie about our conversations in the pastYou at NO time recommended waiting until it was warmer --- that is the first I am hearing of this such conversationStranagely it's now just coming up and if it was true, you surely would have mentioned it earlier on in this complaintShame on you for being dishonestShame on you