ACRE Replacement Windows

We are in the process of resolving this matter with the client. We 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 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 reach out to the customer this afternoon. although our sales person denies damaging the table during his visit  it is our desire to settle this matter. however $525 for a scratch on the table seems excessive. We 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 2 weeks after it had been placed because they decided that they wanted to do HVAC work instead of windows. Per the terms of the contract they signed, the cancellation calls for liquidated damages of 25% of the contract plus costs incurred. During the 2 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 costs. At no time during this period did they indicate that they wanted to cancel. Upon receiving their call yesterday, we offered several options that would allow them to not have to pay any costs. We 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 deposit. None of these was acceptable to the client. We 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, the customer refuses to communicate with us. Please consider this complaint closed

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 need. While the windows are performing properly, a portion of the exterior the finish work needs to be re-done. We 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.