ACRE Replacement Windows

We met with the customer within the last week to express our concern and to confirm that we will perform the service work that they needWhile the windows are performing properly, a portion of the exterior the finish work needs to be re-doneWe are currently procuring the necessary parts and will perform the work when the parts are in.We will also reach out to the customer to give them an update

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

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 dateWe 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

We are in the process of resolving this matter with the clientWe spoke with the client on Thursday and will be providing a mutually acceptable resolution within a week

[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]

[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 [redacted] , and find that this resolution is satisfactory to me 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: 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 $525. 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 repaired.Hopefully this can bring closure to the matter

We are still awaiting delivery of the custom material for this projectWe will provide the customer with an update this weekWe have every intention of performing the repairs to the customers satisfactionUnfortunately the lead time for the desired product are excessive

From: Matthew M***Date: Tue, Oct 18, at 3:PMSubject: response to complaint ***To: ***@myRevdex.com.org*** ***,we are in receipt of the above complaintThe customer called in to cancel his order after placing it with usWe went to meet with the
consumer to address his concerns and discuss cancellationThe characterization of that meeting referenced in his complaint we believe is inaccurateAt that meeting The consumer agreed not to cancel the contract and move forward with the project once we agreed to a revised price and the customer signed documents evidencing that agreement.Subsequent to signing documents agreeing to move forward with the purchase, the consumer arranged to meet our Project Manager at his home to allow final measurements to be takenAt that meeting, the consumer gave no indication that he did not want to move forward with the project Well after these two meetings, and without notifying us, the consumer attempted to cancel the financing that he had applied for and been approved forWe provided all necessary documents to the financing company and they verified the validity of our paperwork.Having stated all the above, we do not want to “force ourselves” on any consumerWe will reach out to the consumer and will allow him to cancel his order provided we are reimbursed for our out of pockets costs spent on his behalf.I am sure this will be acceptable to the consumer.Matthew M***@acrewindows.com***acrewindows.com

[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 as Answered]
Complaint: ***
I am rejecting this response because:The loan refund has been processed (http://prntscr.com/embviy) but I have yet to received a counter-signed version of the Release (which per emails was mailed out two weeks ago: http://prntscr.com/embwtp)I will not accept that the issue is resolved until the Release has been received as well.
Regards,
*** ***

We have reached agreement to refund the customer their full depositThe client executed the appropriate release and the refund has been processedIt takes some time for the client to see the credit on their finance account but it should show up be the end of the week

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must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:The only way to resolve the dispute was to cooperate with the return of the wrong door which you installed at our homeYou failed to do soAs it was, we had to hire a contractor to remove the door and deliver it to your showroom, and still you attempted to refuse delivery. Whatever, our business is concluded
Regards,
*** ***

*** ***,This complaint has been resolved with the consumerWe agreed to refund monies for items on the contract that were unavailable from the manufacturer.Thanks and please contact me should you have any questions.Matt M***

We will reach out to the customer to insure that the service work gets performed asapOur records indicate that we were willing to reimburse for the cost of a locksmithWe will reach out to make sure we have the necessary receipt to process the reimbursement

[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: ***
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*** 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*** 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*** 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,
*** ***

The client refused to meet with us to resolve the dispute. All we are asking is to meet with the client to resolve the matter to the benefit of both parties. Anything that theRevdex.com could do to facilitate a meeting would be appreciated

From: [redacted]<[redacted].com>Date: Fri, Nov 6, 2015 at 7:11 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]" <[email protected]>Dear Revdex.com,       This complaint has not been resolved at all. Yes Matt did call me but that is it. He 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:
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]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]