Affordable Windows & Doors Reviews (6)
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Affordable Windows IncE St Cleveland, OH 44110 Thursday April 28, 2016 Nichole Means Revdex.com Euclid Ave., 4th Fl. Cleveland, OH 44115-2408 Re: complaint ID *** To whom this may concern, Customer in question purchased
windows from us, Affordable Windows, which were installed on 3/30/16. The customer contacted the sales representative on 3/31/regarding a water leakage issue in (one) of the installed windowsAn appointment was set for 4/2/16, to inspect window issueIt was determined at that point that it was a manufacturer's defectAt this time the sales representative contacted the manufacturer (Sprouse Windows, Inc.) to initiate service for said window. From the date of sales representative's initial contact with manufacturer regarding the defect in question, our company, Affordable Windows has been in constant and continuing contact with both the customer and the manufacturer in regards to this specific matterAt this time we have confirmed that the manufacturer has made specific arrangements with the customer in question, to service said window in a fashion concurrent with the warranty agreement provided at the time of purchase. With such being the case, it is our belief that this complaint is prematureIt is our company's goal to always provide excellent customer service to each of our customers, and we will continue to remain in contact with both the customer and manufacturer until this matter is resolved. Thank you, Affordable Windows
CONTRACT WAS SIGNED ON 2/9/IT HAS NOT BEEN 1/WEEKSOUR NOTES SAY WE LEFT A MESSAGE ON VOICEMAIL AND NO PHONE CALL WAS RETURNED TO OFFICE TO SCHEDULEUPON RECEIVING THIS WE ATTEMPTED AGAIN TO CONTACT THE CUSTOMER AND HAVE SCHEDULED THE CUSTOMER TO BE INSTALLED SATURDAY THE 11TH
CUSTOMER ONLY PUT $DOWN ON A $ORDER HE SAID HE WOULD BE IN WITHIN A WEEK TO PUT THE REMAINING BALANCE OF THE HALF DOWN AND NEVER SHOWED UPWHEN HE CALLED I REMINDED HIM OF OUR CONVERSATION HE ASKED IF WE COULD PUT ONE WINDOW IN BEFORE THANKSGIVING FOR HIS TENANTSWE ACCOMMODATED HIS
REQUESTHE CALLED TO THANK US AND TOLD US WHAT A GREAT JOB OUR INSTALLERS DIDWE TRY TO SCHEDULE THE REST OF THE WINDOW INSTALLATION SEVERAL TIMESNONE OF WHICH WERE A GOOD TIME FOR HIM OUR INSTALLERS SHOWED UP TWO DIFFERENT TIMES TO INSTALL THE WINDOWS BASED ON APPOINTMENTS SET UP WITH CUSTOMERWAITED FOR A HALF HOUR BOTH TIMES WITH NO SHOW FROM THE CUSTOMERCUSTOMER CALLED 1ST WEEK IN JANUARY AND ASKED FOR A REFUNDI TOLD HIM TO READ HIS CONTRACT WHICH STATES "ALL WINDOWS ARE A SPECIAL ORDER AND ALL SALES ARE FINAL"HE ASKED ME IF HE COULD BUY THE WINDOWS OUTRIGHT AND INSTALL THEM HIMSELFI GAVE HIM A TOTAL COST FOR THE WINDOWS MINUS THE ONE THAT WAS ALREADY INSTALLEDHE TOLD ME HE WOULD TALK TO HIS PARTNER AND CALL ME BACKTHAT WAS THE LAST IME I HEARD FROM HIMUNFORTUNATELY THE MANUFACTURER WILL NOT TAKE THESE WINDOWS BACKWE ARE WILLING TO SELL HIM HIS WINDOWS AND LET HIM OUT OF THE CONTRACT THAT HE SIGNEDA JOB THAT HE HAD US START BUT PREVENTED US FROM FINISHING BY NOT SHOWING UP AT THE SCHEDULED INSTALL TIMEWE GIVE ALL CUSTOMERS A HALF HOUR COURTESY CALL BEFORE WE SHOW UP AT THE JOB AND ARE OUR INSTALLERS WAITED IN THE DRIVEWAY AN ADDITIONAL HALF HOUR TWICEAT THIS POINT HE IS IN BREACH OF CONTRACTCUSTOMER IS MORE THAN WELCOME TO PURCHASE HIS WINDOWS THAT WE ALREADY PAID THE MANUFACTURER FORTHIS IS WHY WE HAVE ALL CUSTOMERS SIGN A CONTRACT TO PROTECT BOTH PARTIES
Graciela G[redacted]May 9 (4 days ago)to me RE: complaint ID [redacted]We have responded to the complaint in a timely manner. We have spoken to the customer on several occasions. We have given them several choices that the manufacturer is willing to provide. First choice was to replace defective 3 lite slider with a new 3 lite slider. Second choice was a twin double hung. The third choice was a double hung picture window double hung at an additional cost of $150.00. We communicated this with the customer and gave them the option and they chose to go with the more expensive option due to the fact that they changed their mind on the type of window they wanted in that opening. At this point the window has been ordered and we are waiting for it's delivery. Upon receiving the window we will call the customer to schedule the install. This whole process was explained in detail to the customer and actions have been taken to rectify the issue/complaint. The resolution window should be arriving to our warehouse soon and installed ASAP. We have responded to the customer complaints, we have communicated with them all the details and process it will take to get another window. We hope after the resolution window is installed that they are equally aggressive at communicating with the Revdex.com that the issue has been resolved. Our contract states that all manufacturer defects may take up to 60 days and there is a reason why that was put in the contracts. Manufacturer defects are beyond our control. We make sure we contact the manufacturer regarding the defective item that the customer received and work diligently to get any issues resolved. Unfortunately sometimes it is not as fast as some customers would like, but nevertheless it is our goal to resolve all manufacturer warranty issues as fast as the manufacturer provides us with new product to do so. Upon receiving the first complaint we had contacted the customer and believed to have come to a resolution/agreement. We believe that we have done everything that we can do at this time. At no time have we ever tried to side step or ignore the issue!Thank youBrett G[redacted]