A-Taylor Made Window

Initial Business Response / [redacted] (1000, 6, 2015/04/21) */ 4-21- Sent via email: As owner of a-TaylorMade Window, I review all orders to try to eliminate any surprises at the time of installationI do not expect my estimators to be able to accurately measure windows and doors to the degree required for manufacturingThat is why I have my project manager go behind the estimator after an agreement is signed to take technical measurements, make an installation materials list and review with the customer their expectationsThis is the standard procedure for any larger company where the estimator does not have a background of installation experience Mrs [redacted] wanted a 4-panel Marvin French Door with 18" sidelights installed by JuneThe problem that the technical measurement revealed, is that the height required (82") is only available with equal 24" wide panelsAn 80" high 4-panel door is not in Marvin's on-line quote system and is only available with special quoting from Marvin This presented two potential problems: The lead time on a Marvin door is 4-weeksA special order was going to take longer and her deadline of June would not be met The door was priced for a standard configurationThe size combined with the special side light requirement was a special order, of unknown price It was Mrs [redacted] who asked me if there might be any other manufacturer, like [redacted] , that would workI told her I'd investigate itWithin minutes, I had submitted and gotten back in the negative a reply from [redacted] , submitted a special request from Marvin, and submitted a request for a bid from Sierra Pacific With Mrs [redacted] not wanting us to modify the opening (that's fine), needing to stay with the June 1st deadline, as stipulated in the agreement, not wanting to go with a different product, and insisting on the price at the agreement for a special order door (even though at this point in time, that price was unknown), it was a Catch- In an addendum to the agreement which Mrs [redacted] initialed she received (but claims Bill did not provide it), is a clause that states: "If the Specs vary substantially from those herein, Company may modify or cancel this agreementIf the Specs variance causes a substantial price increase, Customer has the right to terminate the agreement within hours" Within hours of our initial conversation, Mrs [redacted] called back and insisted that all terms and conditions of the agreement be metFrom her point of view there was no discussionMy queries for alternatives was stopped before I got replies from Marvin or Sierra Pacific Within minutes of this last conversation her full deposit was refunded In my phone conversation with Mrs [redacted] she said that a-TaylorMade Window was conducting business unprofessionally and unethicallyWhy would I want to proceed with this agreement with her having these feelings? Even more interesting is why would she want to proceed? I don't believe it is in either party's best interest to proceed with this door replacement Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have to ask what is the point of having a customer sign a contract and collecting a $deposit for a job that was signed and agreed upon by both parties if the company is not going to honor itShouldn't changes be made up front before contracts are signed and you take my money? Don't waste customer's time by sending reps out on different occasions if they cannot use a measuring tapeI could have measured the opening myself! Interestingly enough, I talked to Marvin and they agreed inch doors are readily availableThey gave me the name of their distributor who connected me to a company that has already gotten the project under way with a panel door with " sidelightsAnd, they obtained a permit from the cityAnd the door is on order and on its way! Final Business Response / [redacted] (4000, 11, 2015/05/05) */ I agree that it would be ideal if all my estimators had the technical capabilities to identify "Non-Standard" Marvin configurations (meaning they are not in the Marvin Order Entry System), before my project manager verifies the accuracy of the orderBecause they don't, that is why my project manager double checks all measurements, specifications, and customer expectations, before the order is placed and it is too lateFortunately for Mrs***, my explanation to the distributor of the situation enabled him to convey to another contractor exactly how to enter her "Non-Standard" order into the system

Initial Business Response /* (1000, 6, 2015/04/21) */
4-21-15
Sent via email:
As owner of a-TaylorMade Window, I review all orders to try to eliminate any surprises at the time of installation. I do not expect my estimators to be able to accurately measure windows and doors to the...

degree required for manufacturing. That is why I have my project manager go behind the estimator after an agreement is signed to take technical measurements, make an installation materials list and review with the customer their expectations. This is the standard procedure for any larger company where the estimator does not have a background of installation experience.
Mrs. [redacted] wanted a 4-panel Marvin French Door with 18" sidelights installed by 1 June. The problem that the technical measurement revealed, is that the height required (82") is only available with 4 equal 24" wide panels. An 80" high 4-panel door is not in Marvin's on-line quote system and is only available with special quoting from Marvin.
This presented two potential problems:
1. The normal lead time on a Marvin door is 4-5 weeks. A special order was going to take longer and her deadline of 1 June would not be met.
2. The door was priced for a standard configuration. The size combined with the special side light requirement was a special order, of unknown price.
It was Mrs. [redacted] who asked me if there might be any other manufacturer, like [redacted], that would work. I told her I'd investigate it. Within 15 minutes, I had submitted and gotten back in the negative a reply from [redacted], submitted a special request from Marvin, and submitted a request for a bid from Sierra Pacific.
With Mrs. [redacted] not wanting us to modify the opening (that's fine), needing to stay with the June 1st deadline, as stipulated in the agreement, not wanting to go with a different product, and insisting on the price at the agreement for a special order door (even though at this point in time, that price was unknown), it was a Catch-22.
In an addendum to the agreement which Mrs. [redacted] initialed she received (but claims Bill did not provide it), is a clause that states: "If the Specs vary substantially from those herein, Company may modify or cancel this agreement. If the Specs variance causes a substantial price increase, Customer has the right to terminate the agreement within 24 hours".
Within 24 hours of our initial conversation, Mrs. [redacted] called back and insisted that all terms and conditions of the agreement be met. From her point of view there was no discussion. My queries for alternatives was stopped before I got replies from Marvin or Sierra Pacific.
Within 15 minutes of this last conversation her full deposit was refunded.
In my phone conversation with Mrs. [redacted] she said that a-TaylorMade Window was conducting business unprofessionally and unethically. Why would I want to proceed with this agreement with her having these feelings? Even more interesting is why would she want to proceed? I don't believe it is in either party's best interest to proceed with this door replacement.
Initial Consumer Rebuttal /* (3000, 8, 2015/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have to ask what is the point of having a customer sign a contract and collecting a $2400 deposit for a job that was signed and agreed upon by both parties if the company is not going to honor it. Shouldn't changes be made up front before contracts are signed and you take my money? Don't waste customer's time by sending reps out on 3 different occasions if they cannot use a measuring tape. I could have measured the opening myself! Interestingly enough, I talked to Marvin and they agreed 82 inch doors are readily available. They gave me the name of their distributor who connected me to a company that has already gotten the project under way with a 4 panel door with 18 " sidelights. And, they obtained a permit from the city. And the door is on order and on its way!
Final Business Response /* (4000, 11, 2015/05/05) */
I agree that it would be ideal if all my estimators had the technical capabilities to identify "Non-Standard" Marvin configurations (meaning they are not in the Marvin Order Entry System), before my project manager verifies the accuracy of the order. Because they don't, that is why my project manager double checks all measurements, specifications, and customer expectations, before the order is placed and it is too late. Fortunately for Mrs. [redacted], my explanation to the distributor of the situation enabled him to convey to another contractor exactly how to enter her "Non-Standard" order into the system.