Amazing Siding & Windows

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint I continue to disagree with the company's record of events pertaining to the communication process around this piece of workI am not currently traveling and will not be able to review my own records and respond further until September 26th at the earliestI shall do so at that time and shall show a different train of eventsI reject the company's implied tone that I have lied or exaggerated about the situationIndeed, if the company and their representative had kept me better informed of the progress of this work, none of this would have transpired.[Provide details of why you are not satisfied with this resolution.] Regards,

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 meI would like it to be known that this is the first time I have heard from them in months that they have determined they are not able to replace gutter guards to fit their gutters on my new roodI would like a refund of the deposit they accepted in December of $ Sincerely, [redacted]

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 Sincerely, [redacted] ***

Gutters have been installed and are per the terms of the agreement I think the homeowner may be confused as to the type of materials that were used for the guttering as most all companies use the same type of gutter coil to fabricate on site We will work with the customer to come to a satisfactory refund on the portion of the work that was not able to be completed do to circumstances beyond our control

The warranty for the windows that this customer has purchased is provided via the manufacturer of the windows It states on the original purchase contract that we will issue the warranty to the customer on behalf of the manufacturer Amazing Siding does not manufacture windows As instructed, the claim must be approved via the manufacturer of the window If approved and the product sent to the customer from the manufacturer, Amazing Siding will install the window for them at no charge However, if they do not submit a claim and get approval from the window manufacturer we cannot help them with their warranty issues

Fascia and Soffit is not something that is covered under the lifetime siding warranty Amazing Siding is covered under a lifetime labor and material warranty but trim and accessories carries their own manufacturers warranty We will contact the customer to get them an estimate to repair the soffit and fascia that has been blown loose from extremely high winds

the homeowner has hail damage to the soffit & fascia on the home not with the siding that is covered under warranty against hail damage As advised previously, an estimate would need to be given to repair the soffit & fascia as this is not an item covered under warranty from the manufacturer and which is covered under the home owners insurance policy

The original warranty and lien waiver was mailed days after the job was installedWe will get a lien waiver and warranty sent out immediately to this customer again

Initial Business Response / [redacted] (1000, 7, 2016/03/08) */ We have spoken with the customer and explained that we do not manufacture windowsWe installed the customers windows and at that time we pass on the manufacturers warranty to the homeownerThe front of the agreement that was signed by the customer clearly states thisIf the Revdex.com can forward me an email or fax number I will send a copy of the original agreement with a highlighted portion of the original agreement where you will see where it says we will issue the manufacturers warranty to the homeowner which we did in fact doSince we do not manufacture windows, we cannot repair the windows without the assistance of the manufacturerThe homeowner would need to contact the manufacturer of the windows, file a warranty claim, and if approved we will repair the windows for them at No Charge as we issue a full lifetime warranty on the labor since this is something that we can control which is also stated on the original agreementSince this is not a complaint about the installation of our service and is a complaint based on the installed product, I hope the Revdex.com will close this complaint without it affecting our public record and allow the homeowner to address the complaint with the manufacturer of the windows since that is in fact where the problem lies Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not ever responded to my requestNow that I have seen this, I will contact the manufacturerHowever the fact that these people are willing to flat out lie rather than respond to it messages certainly said something about them

We have issued a refund of $to this customer as well as mailed them the warranty paperwork for the product they purchased We do not supply any customers with Energy Star certificates on any windows for anyone that purchases windows To my knowledge, the supplier does not offer any
physical certificate for a homeowner stating the windows are Energy Star Certified and this has been relayed to the customer during prior communications The only two items we can control is the $refund and the manufacturers warranty on the product and we have addressed both of those issues

We will contact the homeowner immediately and offer a refund or the work to be completed, whichever option she prefers

The service repair for this customer has been completedWe sent a service person to work on her home on 3/18/

As the customer has stated, we do not manufacture windows We pass the manufacturers warranty on directly to the consumer as stated on the agreement that was signed We are not responsible for the approval or denial of a warranty through the manufacturer since we did not produce the
windows We do offer a lifetime workmanship warranty from Amazing Siding and would certainly stand behind any installation issues that were caused by us This is definitely a manufacturer issue and not an installation issue and we have tried to remedy the problem via the manufacturer as well as the homeowner and they will not honor the warranty There is nothing else that we can do at this point other than to offer to replace the windows at the exact cost of the repair that the manufacturer is charging with us charging zero for our services to repair the glass that is damaged

Complaint: ***
I am rejecting this response because: 1) The gutters you installed have only been in place since Amazing Siding installed them in November, and they are already leaking and stained The general manager even commented on the poor state of the gutters until he realized they were the ones his company installed) Two people from your company, including the general manager, admitted to installing the wrong size downspouts, which is now causing damage to my backyard.3) I was told I would be receiving Leafree gutters and instead, without my permission or any type of discussion, Amazing Siding and installed defective "standard" gutters I now have to have them taken down and replaced by a company who will honor their agreements Without a full refund I cannot afford to put on new gutters and should not have to pay for standard gutters I did not agree to have installed In the future, you should call your clients in advance and let them know that if there are circumstances outside of your control and you cannot honor your agreements You can then discuss alternative options with the client Or perhaps, spend more time assessing the house initially, to ensure you can provide the service prior to selling a product you cannot install
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I contacted amazing siding in May of Pictures were sent and I was told the repairs were to be made A claim was to be already openedI have called several time to get a time frame of when the work will be completed and I can not get answers from anyoneso I feel someone needs to find the original claim and get the warrenty work completed.
Sincerely,
*** ***

We are scheduled to meet with this homeowner on 3/15/@ 1:pm to try to determine what is causing her problem We will certainly address all issues and repair them if we can determine it was our fault

Amazing Siding does not offer any type of warranty for guttering installed We do not install guttering and this is warrantied through the manufacturer as well as the gutter installation company If you look at the attached contract you will see where I highlighted the portion on the agreement that the customer signed stating that we do not warranty guttering and this is supplied through the manufacturer We will be happy to assist the homeowner in working with the installing contractor to help rectify his gutter issue if he prefers However, outside of assisting with arranging the gutter installation company to take a look at the problem we cannot help resolve the issue since we did not install the guttering

Complaint: ***
I am rejecting this response because:I did all of what they said about them not making the window and the warrenty work,,They said they have the window it was approved and could I store it until they could install it..I Was was on vacation and said I could not store it at that time,when I returned August 20,I started calling again to have it install, it is now November and still no window Thank you *** ***
Sincerely,
*** ***

Ms*** ***,
I apologize for our initial response being apparently too brief and leaving communication details out. I assumed we were all on the same page as to the events that transpired, but that does not seem to be the case. In order for you to completely understand why we believe there was sufficient communication as well as realistic expectations set, I have in detail laid out the events that took place, and when available, the times and dates
Schedule of Events:2/10/2016 First appointment with customerContract signed and datedClient informed sales rep of trip during March, therefore project was to be pushed back to accommodate timingSee attached(This is the appointment where construction expectations are set - we give people a window of expected timing, but as with all construction projects, it is impossible to give exact dates, and we never guarantee timing. There are too many variables, such as product timing, people, and weather, to manage. Therefore, we always set the expectation that things can and sometimes do go wrong.)
2/16/201610:02am incoming call to Houston officeClient spoke with office manager secs11:09am sales rep called client min 12:24pm sales rep called client min
2/29/201612:52pm incoming call to Houston office 2min4:44pm sales rep called client min
3/3/2016 1:22pm sales rep called client 2min
March - March 19 client is out of town.
3/9/2016 3:19pm sales rep called client 2min
3/11/2016 7:35pm sales rep called client 2min
3/22/20161:51pm sales rep called client 2min
3/28/2016 Windows shipped and invoiced
3/29/2016 11:59am sales rep called client 2min
4/1/20162:57pm sales rep called client 4min
4/7/2016 Windows arrive at warehouse 2:55pm sales rep called client 2min
4/8/2016 Install scheduled for that morning. Everything was completely installed. One strip missing, and one window to be re-ordered with corrected sash height.8:57am incoming call to Austin officeClient spoke to office manager 1min12:37pm incoming call to Houston office 2minSales rep at job site tells home owner new window is orderedClient is unsure of window being ordered. April 10-12 sales rep out of town for training
4/12/20169:39am incoming call to Austin officeSpoke with production manager 4.5minClient was told that someone would call her back with window information once we had it.
4/15/2016 11:34am incoming call to Houston officeClient spoke to office manager and was told window was orderedWould take about 4-weeks, same as initial custom windows.
April 17-19 first catastrophic flood rains occur
4/26/2016 10:34am sales rep called client 2minLeaves message that strip is inShould be installed or 27th 4/29/2016 1:35pm incoming call to Houston office (hang up so no minutes and no voicemail)5:56pm client sends complaint emailSee attached.
4/30/20169:37am Sales rep responds to clients email. 11:18am client responds again stating she does not want any more calls and only an email once window has arrived.
5/2/2016 Sales rep installs missing strip
5/3/2016 2:25pm sales rep called client 7min2:38pm sales rep sends client a recap email 5:36pm incoming call to Houston office 1min
5/9/2016 Window scheduled to leave Virginia
5/12/2016 Window arrives in warehouse
May 12-25 client out of town
May 26, 2016 second flash flood
5/31/2016 1:58pm sales rep emails client about installing window Emails back and forth
6/1/2016More emails back and forthDecide on Friday June 3rd pending rain for installation.
June 2-3 Third flood rains occur
6/3/2016 Project manager calls client to say rains too heavy to install.
6/13/2016 Project manager calls to schedule window install on the 16th.
6/16/2016 Window installedStrip missing.
6/16/2016Strip ordered
7/7/2016Project manager installs final strip
8/17/2016 Final invoice sent and due
8/18/2016 Client submits complaint to Revdex.com
8/26/2016 Client responds to invoice email
8/26/2016 Sales rep calls and emails client
8/29/2016 Client responds to sales rep.
8/31/2016 The Revdex.com sends complaint to office
9/1/2016We responded to client through the Revdex.com
9/2/2016 Client refuses response and requests a meeting to further discuss issues.
9/12/2016 Our final response. As you can see for yourself, the sales rep called you about every - days starting in March until the project was installed. You said yourself in your first Revdex.com email that the installation and product was fine. The missing trim piece as well as the corrected window were ordered. You were not left with any open spaces, only two minor pieces to be corrected. The detailed conversations were not included for these phone calls, because neither you or the sales rep will remember exactly what was said. The facts are that there was communication throughout the process. It appears from the timeline that I've inspected, as well as your first complaint email about the sales rep, that you became extremely upset after the project had been installed and we had to order a new corrected window. You stated that you did not receive an adequate response from anyone about the new window. Each person that you spoke to gave you the same response that you received about the original order, that we do not know when a shipment will arrive until we receive a shipment notification. All custom orders take roughly 4-weeks, as the sales rep told you the first time you spoke about timing. You spoke to different people who gave you roughly the same answer. One of them was the actual manufacturer's rep, who you contacted and then called you back. He told you the exact same thing that we told you on several occasions. The fact that you did not like having an exact date, does not mean that anyone lied to you, or that you were lacking information. There was no difference between the timing expectation that we set the first and second time we placed an order for you
To prove that information and facts get lost in memory or translation, here are a few examples of items that you stated incorrectly (I'm giving you the benefit of the doubt that these were mistakes and not flat out lies and exaggerations to help your case)These were taken from your first statement sent to the Revdex.com:
- "The week after our return I phoned [our sales rep] about the status..." You returned on the 19th, the only calls in our phone statements are from the sales rep to you from March - April - "After several more phone calls, the windows finally arrived April 7..." Again, you did not make any of these phone calls, the sales rep was calling you to update you on the shipment.
- "I have never seen or spoken to [our sales rep] since April 26th." You received a phone call and several emails from your sales rep since April 26thAlso regarding your first statement to the Revdex.com:
1) Again, there was never a guarantee made as to date of arrival and installation, only an estimate. As soon as the windows arrived, they were installed the very next day. As stated above, you did not make these phone calls, they were made to you
2) Again, no phone calls from you, all were made by sales rep to you. Yes, workers arrived around 10am instead of 8:30am
3)No one called you on Monday because the sales rep was under the impression that you remembered the conversation you had with him standing on your driveway the day of installationHe states that he told you he ordered the new window and would take about the same time as the last order
4)You called the office two times and received confirmation that the window was ordered. Since we don't know exact dates ourselves, we usually give estimates. The office manager and production manager don't remember exactly what they told you, so I don't want to make anything up
5) our schedules had been pushed back due to rains. You only call time on the 29th and hang up, then send your email. You did not call "several" more times. I believe it was during this period that you spoke to different people, including the manufacturer's rep, and all told you the same answer regarding the window - which I have to mention again, was still within the 4-weeks of the original estimate that your sales rep gave you. The sales rep replied to your email, and as this itemized email should prove, it was not full of lies - I have attached all of your email communication to prove what was saidHe has called you numerous times, and switched to emails at your request
6)Again, heavy rains push schedules back hence the day delay in installation7) You were informed that you did not have to be there for the final strip to be installed. It was a minute install.
This email should show you that the sales rep did contact you throughout the entire process. Communication is relative and based on perspective, therefore just looking at the actual amount of phone calls and emails throughout the process proves you were neither ignored or forgotten. The construction process is not an exact science, it has a lot of moving parts, and although we strive to keep our clients as up to date as possible, it is very common for events to occur outside of our control. The reason you chose our company is because we have a long standing history in this business, not only as a company but as individuals as well. Your project was completed as quickly as possible, and any errors rectified as soon as we could. Although you have no issues with your windows at this time, will be here in 5,10,years if you ever do run into anything. Many companies can't say that, and that is why you chose us
We cannot agree to a discount based on the lack of communication that you feel you received. Since we have reviewed everything again and see that communication was ongoing throughout the process, and since communication in itself is subjective, it would be unfair to other clients to give you a discount based on these events. The sales rep you communicated with is constantly receiving high ratings and excellent feedback from our clients, and we have never received a complaint regarding him. This was another factor we took into account when making our decision
You requested a meeting in your last response - we are always happy to meet with youHowever, we want to set the proper expectations that a meeting will not change our decision
Thank you,
Erika ***
Office Manager
* I have two more emails that the system would not allow me to attach

Initial Business Response /* (1000, 5, 2015/10/19) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@amazingsiding.com
Amazing Siding & Windows would like to sincerely apologize for any trouble or inconvenience we have caused our customerWe are very
sorry we did not meet your expectations, however the April hail storm effected a large number of our customers in our area, which has caused us to fall behind on servicesThere is no excuse for the unreturned phone calls and miscommunication between the company and the customerWe have every desire to address the needs and wants of each customer and provide you the best solution and serviceThe customer was personally contacted on 9/21/to inform him the service manager would contact him within the next ten days, since the customer was going to be out of townOn 9/28/2015, the service manager called and left a message to set up the service appointment and had/have no returned calls or messagesThis is not to say the customer did not return the call, it could have been deleted or misplaced throughout the companyThis warranty service is scheduled to be fixed within the next ten business days, and will be resolved with complete satisfactionIn addition, we will further evaluate how we can prevent this problem from occurring again in the futurePlease accept our sincere apology for the inconvenience we have caused, again we recognize this issue and have become full assistance to your needs