A1 Remodelers

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below9/15/reference: When it comes to the nails, I was never told that they pounded the nails in If that is the case why did they fix places where the nails marked the sidingWith the warranty, I never did receive one If they think fixng the siding job on this house was warranty work that is totally nonsense, they are just fixing what should have been done right the first time.Being rude, yes they were When I told you that they removed a piece of wrapping around the window you told me no way they could have even though I seen it with my own eyes To me that is an insult to me I know I am not getting a French Door but when we talked about this you said the door was just a $door, please find me a door for $built that good That was an insult to me.With the awning, I notified them at the end of October, I was transferred to president Barry *R [redacted] desk and I left a message with him about the dent and I never got a response.Please clarify the last paragraph of the letter sent to us You aren't voiding the warranty are you?On Best Window & Door Company website your President has "Our accolades give credit to the pride we have in our company and the service we supply to our customers With that pride, come our promise to youwill be on time when we visit We are still waiting to see someone from the last time they were here on 09/29/ #We will provide you the best installation in our area with our professional installation crews that contain over years of installation experience How could you send two guys that admitted to my wife that this was there first siding job So how were they sent here without proper supervision Also the certified letter sent on October I never received one I never hear of a certified letter getting lost.Also, the time line that you have, Do you feel the rework and everything was done in a timely manner.I have a copy of pictures that your salesman took it anyone would like to see them We are still open to make this matter right so no other consumer has to go thur what we went thur Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowTo response about correspondence from Best Windows, We will be glad to get our warranty letter We never got an answer why no one was here on the last day of the re work So what is the reason no one was here to meet with us? We never got a response as to why we were being treated rudely at my residence.We would like to know why they can respond as to the warranty and the dent but they will not answer us as to why they were rude to us at our house on 09/15/& why there was no one here to talk to us after the re work was done on 09/25/2017, they knew what time we got home from workAlso, could you tell us what happened to the Certified letter.So otherwise you are saying that the dent won't be fixed This is possible that it could of happened during rework So how are we going to solve this problem? Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Thank you for helping us with this matter I am the type of person that takes pride in there home, I am just looking for the job to be correct, I did mention compensation to them about a French door I am not a person looking for a free handout [redacted] can I contact you @ noon on Friday 01/on my lunch break to discuss this matter with you.On the day that I signed off on the work completed I was sick, I didn't have a chance to look over the house @ that timeTo respond to Best Window letter, on 09/Chris and Ross were here but on 09/there was no one here to talk to me about the rework and sign off on the job With response to the letter they sent us on October 6, the letter was not sent certified, I have documentation to prove this If the letter was sent certified then who signed for it? Also in response to the finance company I have an email from November that the finance company sent us stating that they tried contacting Best Window and they haven't received a response I was insulated and called a liar from a representative of Best Window @ my residence I also do not think I am over exaggerating when there was 10+ items that needed fixed If you recall your salesman took pictures to you on this matter and you had a meeting with him about this matter We never received a warranty letter Regards, [redacted] ***

We would like this issue resolved, we would like help with communication with Best Window & Door Company ,we are not looking for monetary damages. What can the Revdex.com do for us? We experienced several months of heartache & inconvenience. We were made promise's by Best Window
& Door Company that were never fulfilled. We were told management would be at our residence to go over the last rework job & they weren't there, I have made several calls to Best Window & Door company that have went unanswered. We had this job financed thur Greensky Loan services, the loan company contacted Best Window & Door and they never responded to the loan company either What can you do for us. We need help establishing an Open dialogue with themThis is the first time we have had to use the Revdex.com, so please help us

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowRevdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and agree with their response although it doesn't resolve the complaint. They agreed that they neglected to insulate my windows and agreed that they have returned multiple times to correct substandard work. As they stated, I have told them multiple times that I wanted them to be done and do no further work but they continue to request that I allow them to return to correct their mistakesRegards, *** ***

In response to the consumer's repeated claim that he "contacted Best Window at the end of October after noticing a dent in his awning". Best Window already responded to this explaining that there is nothing on record of such call on any of our phone extensions or emails. Furthermore, a "dent" is not covered under the warranty policy. The awning was installed in May of 2017. The consumer claims he noticed a dent in October of 2017. There is no possible way to determine how this dent occurred or when it occurred.In response to the consumer's claim that he has not received a copy of the warranty documentation, Best Window & Door Company has determined that we will process his warranty documentation and it will be mailed through the U.SPostal service.In response to the consumer's concern of whether or not he is still "under warranty" by Best Window & Door Company, he is in fact covered under the warranty conditions provided by our company.In the response to the remaining items, Best Window & Door Company has already completed their response to these items by providing detailed records and a thorough timeline in attempts to satisfy a resolution

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. My complaint is, after they took the old siding off they did not remove the old nails before installing the new siding. I am concerned that when I place a ladder or someone presses up against my siding that the nails may pop thru or make a mark into the siding, this issue was discussed before & was going to be talked about further on the last day but there was no body here. To my understanding, there was to be a warranty made up of this problem & there was going to be siding set aside at there warehouse. We never received that warranty from them. Also, there upper management customer service was very rude. At the end of October I went to cover my awning that they installed and noticed there is a dent in the front of the awning, I contacted Best Window about this issue also and they never got back to me
Regards,
*** ***

Best Window & Door Company entered into a Siding Agreement with Mr*** *** on March 19, Work was conducted and completed on May , Mr*** SIGNED AND ACCEPTED ALL WORK WHEN COMPLETED with verification of a COMPLETION FORM AUTHORIZATION and authorized FULL PAYMENT to Best Window & Door Company for the workMr*** found issue with the work which he addressed to Best Window & Door CompanyWhile certain concerns where valid and addressed promptly, others were utilized as an attempt to exploit Best Window & Door Company for further "FREE" productsRECORDED Phone Records and Account logs detail multiple conversations with Mr*** via phone on 7/13, 8/1, 8/7, 8/Work adjustments were performed on 8/and 8/per his request and a final walk through WAS conducted on 9/15/and 9/29/with this ACCEPTANCE. Mr*** reached out to Best Window & Door Company ownership conveying that he felt he was entitled to some form of compensation due to work having to be adjustedThis request was out-of-line as rework is sometimes required on areas on projects of a large scaleMr*** requested a FRENCH DOOR set as compensation and was denied this request as this was felt an extreme form of expected compensation as the issues Mr*** conveyed were no where near the severity he portrayedMr*** contacted Best Window and Door Company near the end of September with this request for a Free French Door set as Compensation and was sent a denial letter on October 6, via Certified Mail. Mr*** then proceeded to complain to the Finance Company that he was searching for retributionMr*** claims that Best Window & Door Company never responded to the Finance Company in his Revdex.com ComplaintThis is NOT TRUEBest Window & Door Company retains email record of correspondence and response to the Finance Company inquire conducted on November 22, @ 10:38AM.In summary, Best Window & Door Company WILL BE RESPONDING IN FULL DETAIL with ALL DOCUMENTS, DATES, TIME, WORK ORDERS and FINANCE information TO the Revdex.com for this complaint in full paper formatMr*** exaggerates his position, leaves important information out of his complaint, and attempting to create some form of negligent character of Best Window & Door CompanyBest Window & Door Company has a full array of verbal, in-person, and work order details supporting that EVERY request of Mr*** voiced was PROMPLTY addressed, recorded, and ACCEPTED by him. Best Window & Door Company has fully honored and executed the contract with Mr*** and has performed multiple site visits for MANY non-issue complaints in order to appease Mr***Mr*** claims and requests an open dialogue with Best Window & Door Company in his Revdex.com complaintAll supporting documentation to be provided to the Revdex.com will clearly convey that Best Window & Door Company CONSISTENTLY communicated in all communication formats from phone, in-person, site visits, service requests and voice message. Best Window & Door Company is complete in their dealings with Mr*** and has reached finality in responding to Mr***s consistent attempts to explain and unfairly portray the company as negligent and/or unresponsive to his needsAs stated prior, all documentation will be sent to the Revdex.com to clearly convey the work order is complete, Mr*** has been consistently addressed, and quality and attentive service and products have been deliveredBest Window & Door Company considers interactions and any further matters with Mr***s closed

Hi [redacted],  This is the mutual agreement that Best window and I agreed to. They are giving me a $200 rebate and replacing the back door that has a dent that was noticed after install. They are going to replace brown trim around the windows of the doors with white trim.With this agreement I have only received the rebate as of today.The reason I rejected their response to the claim was because they lied about the doors they installed were custom built for me.The only thing custom with the doors was the color.I contacted the manufacture and they told me that the only doors that are custom built by size is 20 guage steel.My doors are 24 guage steel.The manufacture,which is Provia Entry Systems out of Sugarcreek OH,also told me that the 24 guage steel door slabs are made by Taylor Entry Systems in Michigan and they buy them and dress them up.Why would Best Window and Door have an installer spend an hour at my house getting precise measurements only to install a standard door that didn't fit.The salesman had the nerve to say he never mentions the guage of steel because nobody knows the difference.If that isn't crooked I don't know what is.Also on their web site they only advertise 20 guage steel. Nothing is mentioned about 22 or 24 guage steel.That's why I believe the salesman did a classic bate and switch.Why would he demonstrate anything other than what they advertise.There is nowhere on their website that mentions 22 or 24 guage steel.Well anyway we came to an agreement without them admitting they did anything wrong.If you need anything else from me you have my number and THANK YOU!!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. To response about correspondence from Best Windows, We will be glad to get our warranty letter.  We never got an answer why no one was here on the last day of the re work.  So what is the reason no one was here to meet with us?  We never got a response as to why we were being treated rudely at my residence.We would like to know why they can respond as to the warranty and the dent but they will not answer us as to why they were rude to us at our house on 09/15/2017 & why there was no one here to talk to us after the re work was done on 09/25/2017, they knew what time we got home from work. Also, could you tell us what happened to the Certified letter.So otherwise you are saying that the dent won't be fixed.  This is possible that it could of happened during rework.  So how are we going to solve this problem?   
Regards,
[redacted]

Best Window & Door Company has received, reviewed, and responded in hard copy paper format to the Revdex.com Complaint from Mr. [redacted].  This website posted response is only a short acknowledgement and quick description to a detailedproduct and installation process. Corresponding records...

including all contracts, work acceptance forms, website information, and audio files have been reviewed in full detail and utilized to provide and ensure a full transparent response to this complaint. Best Window & Door Company does not agree to any fault in this matter. Mr. [redacted] entered into a clearsigned contract on August 4, 2017 for 24 Gauge Steel Doors. Mr. [redacted] also accepted the product, installation, andrequested service work via his physical signature of acceptance on September 12, 2017 and again October 17, 2017.Mr. [redacted] also  provided full remittance of payment in mid-September 2017. Mr. [redacted]s reference to Best Window website is inaccurate as the Best Window site does not say “ALL ENTRY DOORS HAVE BALL BEARINGHINGES.” The Best Window site clearly states all 20 Gauge Steel Doors have Ball Bearing Hinges and makes no reference to any otherGauge of Steel Door. Furthermore, Mr. [redacted] states a manufacturing process whereas Provia buys doors third party from Taylor doors and “dresses them up”. This statement is entirely inaccurate and untrue. Provia manufactures ALL Steel Doors in their assembly plant from 20, 22, and 24 Gauge SteelDoors. Mr. [redacted] states the door does not fit. Mr. [redacted] routinely challenged the installation process and does not give mention to the fact thatBest Window & Door Company ensured the door jamb was ordered custom size (exact to his home), the door threshold was ordered custom sized (exact for his home), and the door brick mold was ordered custom size (exact to his home). The door unit was thoroughly measured  for Mr. [redacted]s home.The unit is installed and operating properly.  Mr. [redacted] states that he “has not heard back from the owner.” Mr. [redacted] was informed that the owner may take some time to review the informationand get back to him. The owner did respond with a fully mailed package that incorporates Best Window & Door Company response with correspondingdocuments for Mr. [redacted] to re-read/review (as Mr. [redacted] retains original copies of these documents already). Mr. [redacted] has yet to retrievethis response from the Post Office. Best Window & Door Company has extended excessive efforts to appease Mr. [redacted] by providing full transparency on numerousoccasions as to the door style and installation methods for this contract of which, Mr. [redacted] has signed and accepted repeatedly. Proof of these documents has been sent to the Revdex.com Main Office. The Revdex.com  has the information in physical form to assess and determine any response. Best Window & Door Company considers this matter closed as it has fairlyand clearly met all contractual obligations as agreed by BOTH parties – Best Window & Door Company and Mr. [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 9/15/2017 reference:  When it comes to the nails, I was never told that they pounded the nails in.  If that is the case why did they fix 2 places where the nails marked the siding. With the warranty, I never did receive one.  If they think fixng the siding job on this house was warranty work that is totally nonsense, they are just fixing what should have been done right the first time.Being rude, yes they were.  When I told you that they removed a piece of wrapping around the window you told me no way they could have even though I seen it with my own eyes.  To me that is an insult to me.  I know I am not getting a French Door but when we talked about this you said the door was just a $200.00 door, please find me a door for $200.00 built that good.  That was an insult to me.With the awning, I notified them at the end of October, I was transferred to president Barry *. R[redacted] desk and I left a message with him about the dent and I never got a response.Please clarify the last paragraph of the letter sent to us.  You aren't voiding the warranty are you?On Best Window & Door Company website your President has "Our accolades give credit to the pride we have in our company and the service we supply to our customers.  With that pride, come our promise to you.1. will be on time when we visit.  We are still waiting to see someone from the last time they were here on 09/29/17.  #3. We will provide you the best installation in our area with our professional installation crews that contain over 100 years of installation experience.  How could you send two guys that admitted to my wife that this was there first siding job.  So how were they sent here without proper supervision.  Also the certified letter sent on October 6 I never received one.  I never hear of a certified letter getting lost.Also, the time line that you have, Do you feel the rework and everything was done in a timely manner.I have a copy of pictures that your salesman took it anyone would like to see them.  We are still open to make this matter right so no other consumer has to go thur what we went thur. 
Regards,
[redacted]

In response to Mr. [redacted] complaint: Work began on his home on 2/26/2018. The initial concern began on 2/27/2018 regarding the style of molding used to finish the interior of his replacement windows. Operations Manager visited the jobsite on 2/27/2018 to investigate. From the initial construction...

and/or installation of his original windows, he had three distinctly different trim work schemes, depending on the area within his home. Different molding was used to best trim out the new replacement window depending on the original trim work. This was explained via email to Mr. [redacted].                 Mr. [redacted] opted to have the exact same molding used throughout the home, with the understanding that in some instances it wasn’t the “best fit” for the job, leaving a small exposed edge of his original window jamb. Upon re-trimming the windows to match it was in fact discovered that Best Window had forgotten to apply expanding insulation to several windows. All the interior trim was removed pending approval from Mr. [redacted] that the windows were insulated to his satisfaction. Approval was granted via email on 3/4/208 and work was set to continue on 3/5/2018 which was to include the reapplication of the molding. The install crew was pulled from the jobsite 3/6-8/2018 to attend another scheduled job, with Best Window set to return 3/9/2018. Mr. [redacted] changed his decision later that day, 3/9/2018, and decided to waive the re-trimming of the rest of his windows. The installers were notified via phone and halted the remaining trim work, at that point however, several windows were already trimmed on the interior. Exterior work was also completed 3/9/2018. Due to his extensive concern regarding the install, another appointment was set for Mr. [redacted] to meet with the Operations Manager again after hours to perform a final walkthrough prior to signing off on job completion. Walk through occurred on 3/15/2018. Outside clean up was found by Operations Manager to be substandard. Mr. [redacted] also disclosed several minor cosmetic concerns included a nick in his wall, lack of touchup paint on nailheads, surface scratches to a curtain rod and shoe rack, and a mis-shot nail in his door mullion. Parts of interior molding were unfinished at that point, per Mr. [redacted] previous request on 3/9/2018. An additional piece of molding was again removed to verify insulation. Initially, Mr. [redacted] wanted no additional work performed at his home by Best. Operations Manager urged Mr. [redacted] to allow additional exterior cleanup as it was found to be substandard by Best’s standards and practices. Mr. [redacted] signed completion form agreeing to additional exterior cleanup of debris, with no farther interior work. Mr. [redacted] changed his decision on 3/16/2018 via email, requesting that we finish the interior as well. This was agreed and another visit was set for 3/19/2018. Additional work was performed including cleanup, caulking, touching up of nailheads, providing of additional trim molding, as well as a gift card of Mr. [redacted]’ choosing to compensate for scratches to curtain rod/shoe rack. Mr. [redacted] emailed 3/20/2018 stating that the work performed was still not to his satisfaction. Operations Manager responded offering to again visit the jobsite personally with an install crew to address remaining issues under the requirement that Mr. [redacted] himself be present to point out any and all flaws he finds in workmanship or cleanup, due to the frequency of changes in decisions. Mr. [redacted] initially refused. This complaint was sent. At the time of writing this response, Mr. [redacted] has changed his decision and agreed for Best to return on 3/30, with the explicit understanding he will be personally present, as well as Operations Manager to address remaining issues.

As I commented in my last response, I agree with their response - (I have reviewed the response made by the business in reference to complaint ID [redacted], and agree with their response although it doesn't resolve the complaint. They agreed that they neglected to insulate my windows and agreed that they have returned multiple times to correct substandard work.  As they stated, I have told them multiple times that I wanted them to be done and do no further work but they continue to request that I allow them to return to correct their mistakes.)but when I chose the agree to response option, it said the complaint was resolved.  The complaint is not resolved, As admitted by the company they failed to insulate my windows when they first installed them and had to come back to remedy that.  They also admitted that the Operations Manager admitted to substandard work even after he had sent multiple installation crews multiple times to correct the issues.My complaint is not to obtain anything more from this company.  After sending at least four different crews to my house to cleanup after the previous crews, I want to make future potential customers aware to not be fooled by their A+ ratting.  As you can see by the e-mail chain, each of the times I've told them not to come back, that I am done with their screw-ups and that I would finish the job, I have been told by the Operations Manager that that would need to tell others that it was my decision in refusing to allow them to fix their mistakes.Revdex.com - How long do I wait and how many times do I allow them to return to my home - now demanding that I take time off work - before I have an official complaint?Again - their response was accurate but my complaint is not resolved - I want others to be aware.  I was told that I did not receive a sub-par job even though they admitted to their faults.Maybe if the customer doesn't work or has extra vacation time they can use so they can keep an eye on the installers, they might get better service.

January 19, 2018To: [redacted], Revdex.comFrom: General Manager, Best Window & Door CompanySUBJ: Response to Revdex.com complaint ID [redacted], 2nd RESPONSEDear Ms. [redacted],As evidence of proof from my first response to you dated January 8th, 2018, the additional complaints raised by Mr. [redacted] to the Revdex.com state exactly the difficulties Best Window and Door Company has experienced as a company trying to satisfy his issues and concerns.Mr. [redacted] had specific issues listed in his first complaint. Best Window and Door Company responded in specific details to each and every issue. Mr. [redacted] then responds with several additional issues that were never even mentioned in his initial complaint. The following items are Best Window and Door Company's response to the additional response.Mr. [redacted] complains that Best Window and Door Company "did not remove the old nails before installing the new siding". This was explained to Mr. [redacted] by myself and the Installation Manager when we performed the on-site visit on the evening of 9/15/17. We both explained that it is not standard practice to remove the old siding nails. The old nails are "pounded" back into the sheeting of the house.He had noticed two nails on the house that were not pounded back in. Best Window corrected these to nails by pulling back the affected area and "pounding in" the two nails.Mr. [redacted] was still concerned that in the future if he was to put a ladder up against the siding and there was another area where a nail was sticking out that it would damage the siding. I assured him that an issue such as that would be covered under warranty as Best Window & Door carries a "Lifetime Labor" warranty. He followed that concern up with another concern that if in the future a piece of replacement siding would need ordered for warranty purposes that his style and color would be no longer available or obsolete. I explained to Mr. [redacted] that I would take the remaining siding leftover from the job, which was just under 2 square, and place it in our warehouse and label it with his information and to be used only for him should the need arise. When the Best Window and Door installation technicians left his residence for the last time on 9/29/17, they in fact staged and labeled this siding in the warehouse.Mr. [redacted] has never received a warranty. If this is the case, why has Best Window accommodated the many service issues and complaints since he signed his "completion form" on 5/4/2017 (see timeline from first response).Mr. [redacted] complains that "there (sp) upper management and customer service was very rude" is not valid. Best Window and Door Company has been clear and professional and his complaints.Mr. [redacted]'s complaint that he found a dent in his awning and that he contacted Best Window and never received a response is also not valid. All incoming / outgoing calls and emails are recorded and archived. I have thoroughly reviewed these archived recordings and listings and do not have this complaint in any format.In closing, Best Window & Door Company has detailed records, a thorough timeline and exhausted every resource in attempts to satisfy Mr. [redacted]. Best Window and Door will no longer provide response to any future complaints by Mr. [redacted].Christopher B[redacted] General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 Thank you for helping us with this matter.  I am the type of person that takes pride in there home, I am just looking for the job to be correct, I did mention compensation to them about a French door.  I am not a person looking for a free handout.  [redacted] can I contact you @ noon on Friday 01/05 on my lunch break to discuss this matter with you.On the day that I signed off on the work completed I was sick, I didn't have a chance to look over the house @ that time. To respond to Best Window letter, on 09/15 Chris and Ross were here but on 09/29 there was no one here to talk to me about the rework and sign off on the job.  With response to the letter they sent us on October 6, the letter was not sent certified, I have documentation to prove this.  If the letter was sent certified then who signed for it?  Also in response to the finance company I have an email from November 21 that the finance company sent us stating that they tried contacting Best Window and they haven't received a response.  I was insulated and called a liar from a representative of Best Window @ my residence.  I also do not think I am over exaggerating when there was 10+ items that needed fixed.  If you recall your salesman took pictures to you on this matter and you had a meeting with him about this matter.  We never received a warranty letter. 
Regards,
[redacted]