Amer Home Condition Consultant

Initial Business Response / [redacted] (1000, 5, 2016/01/19) */ All contact information on this person has been removed from our data base, so no more phone calls will be made Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

The required permits were pulledThe replacement tub is longer, but not narrower than original tubPer homeowner request, project manager & NWFA owner looked at completed project & no scratch in the floor or radiator damage foundWindow corners weren't found crooked & sealant wasn’t missing or "poorly handled"The shelves are installed in a way that water could pool on themNWFA has told the homeowners that whenever they schedule, we will come out & adjust the shelves to slope so the water drains from the shelfHomeowner requested that the installed panels be pulled out & reinstalled to "line up", but it was explained to the homeowner that this would not be in their best interest because the design of this panel is random & there isn't any way to "match up" the pattern from one panel to the nextPulling the panels out would only result in damaging the room & would not result in a look that the homeowner is desiringThe look the homeowner requested after the job was installed is not possibleMultiple emails & conversations were made between homeowner, manufacturer, project manager & company owners to explain thisI will be happy to send these email conversations along w/ pictures of completed project & a copy of the contractWe apologize that the request of the homeowner to "line up" the panels is not possible per product designWe apologize the homeowner doesn’t understand thisWe tried explaining verbally, w/ writing emails & by having the manufacturer email an explanation regarding the random design in the panel patternAt completion of the job, homeowner did ask to cancel the contract when payment was requiredIt was explained to homeowner cancellation cannot be granted for a completed project in which a contract is signed by both partiesPayment from homeowner has been receivedAs homeowner has stated, we have communicated that we will reinstall the shelves per their request Further information or documentation can be provided if needed

We apologize for the phone calls and emails from usI see that your email and phone numbers have already been removed from our systemYou should not expect any further calls from our companyWe appreciate your business and acknowledge and respect your request for no further contact from us.Rhonda [redacted] -owner

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

Our new production manager has since spoken to this customer and all issues have been resolved and the new window will be installed soonWe apologize for any mix ups

[A default letter is provided here which indicates your acceptance of ArbitrationIf you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] ,and find that arbitration is necessarySincerely, [redacted]

I see that Heather from our service department was in contact with you on 11/9/and has scheduled us to come out to address your service needs on 11/21/Your warranty paperwork should be in the folder that was left in your home at the time you signed your contractIf you are still in need of anything after the scheduled service on 11/21/16, please let us know.Rhonda [redacted]

Dear Mr. [redacted] , Thank you for your business- it is with great disappointment that we received this BBB complaint. It is frustrating to both you as a valued customer and us as a customer oriented business. The matter is an on-going service issue that we have diligently tried to correct. Some... unfortunate mistakes have happened but it certainly cannot be said that we have not stood behind trying to resolve the matter. I personally measured the job. Measuring for new windows is a detailed and multifactorial task. My first objective is to make the window fit properly allotting for the maximum amount of glass space. The max glass space is most pleasing to most customers. I noted you had blinds and made my calculations to OVER fit the blinds as opposed to UNDER fitting the blinds- Under fitting requires custom cutting the blinds down- It is not something we like to do so I purposely over fit the blinds by ½” per side- This also allows our installers a tolerable amount of room to square the windows upon installation- I’m sorry that you were not pleased with the ½” per side- I owned the concern and tried to accommodate you as is the way of our customer service- First, I asked the installer to modify the casing so it would fit tighter to your blinds- He misscut one piece of casing- Accidents happen, but I was just as discouraged as you were that the problem was not resolved- I certainly needed to own this problem because it was our fault- I ordered a new piece of casing for you- I personally came out to fix the problem but it could not be resolved because you said you didn’t like the color match and/or wood grain pattern- I tried to explain that there are many color and woodgrain variations in the beauty of the oak wood species- I could tell you were peevishly discontented by your cursing language- Despite your swearing at me, I again owned the problem but this time ordered a whole new trim ‘kit’ (an assembled jamb and casing unit) at our expense (our vendors do not give these away for free)- When that trim kit came in I again personally came out to resolve the problem- Again you denied the product because of woodgrain and color issues- The expletives you used toward the company were not helpful in the situation but you are still a valued customer and I want to get this trim kit to your liking so I reodered it again- I have asked the trim kit company to meticulously assemble your trim kit with hand picked pieces that color match uniformly and have similar woodgrain- Mr. [redacted] , I have honestly tried my best for you sir as I do for all our customers- When you ask all the readers of your letter to not consider our business, this actually pains me personally- It takes a long time to build a reputation- We strive to get everything right the first time- It’s our company philosophy- We want our customers to know that- Sometimes mistakes happen but we proudly stand behind correcting them- Just like trying so hard to correct this trim kit problem- I don’t believe this should be an attack against our whole business but rather a testimony to our service department- Thank you, Rudy ***, Production Mgr. New Windows For America e...

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 at this timeHowever, the company has told me in the past the same informationUntil the new window is installed as per city code, the company has not complete their obligations Thanks, [redacted]

We apologize that this job has not been completed to your satisfaction by nowWe will be calling and emailing soon to have this job completed because we now have all of the service parts in our office that we need for completionYour request for separate receipts for the separate payments will be
emailed to youPlease let us know if there is anything else you need.Sincerely,Rhonda ***

I apologize that this has happened to you and I want to be sure your information is removed from our data basePlease give me the phone number that we are calling and I will double check that it is removedYou can call or email meMy direct contact phone: ###-###-#### or email me at
[email protected] again I am sorry that your contact was not removed sooner.Thanks,Rhonda ***

I apologize for this person receiving calls from our companyHis name had been removed from our data base and it is no longer there and he will not receive any more phone calls

I apologize for this happening and the customer not getting the door she thought she orderedI have re-ordered the correct door and called the customer to both apologize & let her know that we will be installing the correct door immediatelyI have also spoken to *** to explain that NWFA
always takes ownership for any mistakes made and that he should have turned this in to be taken care of immediatelyCustomer said she is happy to be receiving the correct door

[A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that arbitration is necessary. Sincerely,[redacted]

I see that Heather from our service department was in contact with you on 11/9/16 and has scheduled us to come out to address your service needs on 11/21/16. Your warranty paperwork should be in the folder that was left in your home at the time you signed your contract. If you are still in need of anything after the scheduled service on 11/21/16, please let us know.Rhonda [redacted]

Dear Mr. [redacted],  Thank you for your business- it is with great disappointment that we received this Revdex.com complaint. It is frustrating to both you as a valued customer and us as a customer oriented business. The matter is an on-going service issue that we have diligently tried to correct. Some...

unfortunate mistakes have happened but it certainly cannot be said that we have not stood behind trying to resolve the matter. I personally measured the job. Measuring for new windows is a detailed and multifactorial task. My first objective is to make the window fit properly allotting for the maximum amount of glass space. The max glass space is most pleasing to most customers. I noted you had blinds and made my calculations to OVER fit the blinds as opposed  to UNDER fitting the blinds-  Under fitting requires custom cutting the blinds down-  It is not something we like to do so I purposely over fit the blinds by ½” per side- This also allows our installers a tolerable amount of room to square the windows upon installation-  I’m sorry that you were not pleased with the ½” per side-  I owned the concern and tried to accommodate you as is the way of our customer service- First, I asked the installer to modify the casing so it would fit tighter to your blinds- He misscut one piece of casing- Accidents happen, but I was just as discouraged as you were that the problem was not resolved- I certainly needed to own this problem because it was our fault-  I ordered a new piece of casing for you-  I personally came out to fix the problem but it could not be resolved because you said you didn’t like the color match and/or wood grain pattern-  I tried to explain that there are many color and woodgrain variations in the beauty of the oak wood species-  I could tell you were peevishly discontented by your cursing language-  Despite your swearing at me, I again owned the problem but this time ordered a whole new trim ‘kit’ (an assembled jamb and casing unit) at our expense (our vendors do not give these away for free)-  When that trim kit came in I again personally came out to resolve the problem-  Again you denied the product because of woodgrain and color issues-  The expletives you used toward the company were not helpful in the situation but you are still a valued customer and I want to get this trim kit to your liking so I reodered it again-  I have asked the trim kit company to meticulously assemble your trim kit with hand picked pieces that color match uniformly and have similar woodgrain-  Mr. [redacted], I have honestly tried my best for you sir as I do for all our customers-  When you ask all the readers of your letter to not consider our business, this actually pains me personally-  It takes a long time to build a reputation- We strive to get everything right the first time-  It’s our company philosophy-  We want our customers to know that-  Sometimes mistakes happen but we proudly stand behind correcting them-  Just like trying so hard to correct this trim kit problem-  I don’t believe this should be an attack against our whole business…    but rather a testimony to our service department-  Thank you,  Rudy [redacted], Production Mgr.  New Windows For America e...

Initial Business Response /* (1000, 5, 2016/01/19) */
All contact information on this person has been removed from our data base, so no more phone calls will be made.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/23) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)

The required permits were pulled. The replacement tub is longer, but not narrower than original tub. Per homeowner request, project manager & NWFA owner looked at completed project & no scratch in the floor or radiator damage found. Window corners weren't found crooked & sealant wasn’t...

missing or "poorly handled". The shelves are installed in a way that water could pool on them. NWFA has told the homeowners that whenever they schedule, we will come out & adjust the shelves to slope so the water drains from the shelf. Homeowner requested that the installed panels be pulled out & reinstalled to "line up", but it was explained to the homeowner that this would not be in their best interest because the design of this panel is random & there isn't any way to "match up" the pattern from one panel to the next. Pulling the panels out would only result in damaging the room & would not result in a look that the homeowner is desiring. The look the homeowner requested after the job was installed is not possible. Multiple emails & conversations were made between homeowner, manufacturer, project manager & company owners to explain this. I will be happy to send these email conversations along w/ pictures of completed project & a copy of the contract. We apologize that the request of the homeowner to "line up" the panels is not possible per product design. We apologize the homeowner doesn’t understand this. We tried explaining verbally, w/ writing emails & by having the manufacturer email an explanation regarding the random design in the panel pattern. At completion of the job, homeowner did ask to cancel the contract when payment was required. It was explained to homeowner cancellation cannot be granted for a completed project in which a contract is signed by both parties. Payment from homeowner has been received. As homeowner has stated, we have communicated that we will reinstall the shelves per their request.  Further information or documentation can be provided if needed.

We apologize for the phone calls and emails from us. I see that your email and phone numbers have already been removed from our system. You should not expect any further calls from our company. We appreciate your business and acknowledge and respect your request for no further contact from us.Rhonda...

[redacted]-owner

Our new production manager has since spoken to this customer and all issues have been resolved and the new window will be installed soon. We apologize for any mix ups