To Whom It May Concern, This is a response to the complaint filed above by [redacted] against our company American Energy Master ** [redacted] called in early January to say that someone working on his home had damaged a part of his [redacted] front storm door frame and he asked that we order the part We had originally ordered ***'s [redacted] storm door from our supplier [redacted] in [redacted] , Md( [redacted] does not let most contractors order directly through them and requires contractors to order through suppliers)Since then we have switched our storm door orders from [redacted] to another vendor On January 8th, I sent [redacted] an E-mail with ***'s name, the storm door model, part needed and original order date to [redacted] and asked that they order the partThey are not happy that we no longer order doors through them and said that that they needed the serial # off of the label on the doorThis surprised me as I gave them all of the other pertinent informationI called ** [redacted] to get the serial # but he said that he could not find it anywhere on the door I called [redacted] back and they said that they would figure out another way to track the order and would order the partI called a few weeks later and they said that the part was ordered but had not yet arrived ** [redacted] called a few weeks ago to ask when his part would arrive in and, in good faith with our previous supplier, I said that it should be in any day now and that I'd be in touchI don't know if it was to spite our company for withdrawing our business but apparently that part was never ordered by [redacted] I have since then called [redacted] directly and explained the situation and had them pore over their records at which point they located the serial # for the original order which was place in January The part has been ordered and is due to arrive on Monday February 24th at our new supplier I apologize to ** [redacted] for the delay and will call him as soon as we have the part We will not charge for the material and will install it at no charge As an additional service if any of his doors, windows or storm doors need any adjustments or caulking we will also be happy to perform this service also at no chargeIf the part arrives as promised this service should happen by the end of this month I wish that we had more control of our suppliers and really regret that ***'s service was somehow caught in the middle of a contractor / supplier disputeI will be in touch with him immediately after we receive his door part, hopefully in a few days Sincerely, [redacted] American Energy Master Inc Cell # ###-###-####
To Whom It May concern,I'm responding to the complaint from [redacted] *** On November 28, [redacted] purchased [redacted] windows and a sliding door from usA few months ago [redacted] contacted us about fogged glass in his sliding doors [redacted] glass seal warranty at that time was years and started pro-rating at years His contract with us had a year installation warranty covering our services.Since [redacted] ***'s service was only about the materials and not our installation I forwarded his request to [redacted] In the past [redacted] has done an excellent job contacting the customer and directly handling the service process for their productsIn the last few months this has changed dramatically They no longer service their older series products and instead of supplying and installing new glass and frames for their windows and doors they supply glass only - to be picked up by the customer at their nearest branch in [redacted] We have always relied on our suppliers to service their own products and do not have an in-house repair service If [redacted] supplied glass and frames for their products like other manufacturers it would be a simple process to switch out the panels, but re-glazing windows and doors is much more complicatedWe are very unhappy with [redacted] new service policy and have complained to them bitterly without avail [redacted] was bought out by a larger company Atrium a while ago and the new management says that they are complying to the letter of their warrantyI spoke to [redacted] last week and explained the situation of which he seemed to be very understanding I should hear back early next week from [redacted] with the pro-rated cost of his glass and will be in touch with [redacted] about the cost We're also working out a relationship with a glass installer who, for a fee, should be able to switch out the glass once he familiarizes himself with the product.In short, [redacted] ***'s complaint is really with [redacted] and not with our installationWe will do the best we can to help [redacted] get service so that he does not have to pick up the glass himself and find an installerI will be in touch with him next week and am very sorry that [redacted] has made their new service policy so difficultSincerely,Bob T [redacted] American Energy Master
To Whom It May Concern,This is a response to the complaint of [redacted] about replacing a fogged glass pane on her [redacted] door sidelight which was installed years ago in 2002.This is a manufacturer's service issue, not an installation issue In the past [redacted] (the door manufacturer) offered direct installation services at an additional cost for their warrantied service parts They no longer offer this serviceIn we offered a one year installation warranty so we are not liable under our contract for something this oldNevertheless we have chosen to act as [redacted] 's agent and to try and get the glass from [redacted] It has been an ordeal that has spanned many months We just got the glass in and due to the long delay, [redacted] has agreed that the material will be no chargeWe will arrange with a glass repair firm to have the glass installed at a modest labor charge and I will contact [redacted] in the next few days to arrange the serviceAgain, this is not an installation issue and is not covered under our installation warranty but as a service to our customer we will arrange for the work to be doneSincerely,Bob T [redacted] American Energy Master Inc
To Whom It May Concern, This is a response to the complaint filed above by [redacted] against our company American Energy Master ** [redacted] called in early January to say that someone working on his home had damaged a part of his [redacted] front storm door frame and he asked that we order the part We had originally ordered ***'s [redacted] storm door from our supplier [redacted] in [redacted] , Md( [redacted] does not let most contractors order directly through them and requires contractors to order through suppliers)Since then we have switched our storm door orders from [redacted] to another vendor On January 8th, I sent [redacted] an E-mail with ***'s name, the storm door model, part needed and original order date to [redacted] and asked that they order the partThey are not happy that we no longer order doors through them and said that that they needed the serial # off of the label on the doorThis surprised me as I gave them all of the other pertinent informationI called ** [redacted] to get the serial # but he said that he could not find it anywhere on the door I called [redacted] back and they said that they would figure out another way to track the order and would order the partI called a few weeks later and they said that the part was ordered but had not yet arrived ** [redacted] called a few weeks ago to ask when his part would arrive in and, in good faith with our previous supplier, I said that it should be in any day now and that I'd be in touchI don't know if it was to spite our company for withdrawing our business but apparently that part was never ordered by [redacted] I have since then called [redacted] directly and explained the situation and had them pore over their records at which point they located the serial # for the original order which was place in January The part has been ordered and is due to arrive on Monday February 24th at our new supplier I apologize to ** [redacted] for the delay and will call him as soon as we have the part We will not charge for the material and will install it at no charge As an additional service if any of his doors, windows or storm doors need any adjustments or caulking we will also be happy to perform this service also at no chargeIf the part arrives as promised this service should happen by the end of this month I wish that we had more control of our suppliers and really regret that ***'s service was somehow caught in the middle of a contractor / supplier disputeI will be in touch with him immediately after we receive his door part, hopefully in a few days Sincerely, [redacted] American Energy Master Inc Cell # ###-###-####
To Whom It May concern,I'm responding to the complaint from [redacted] *** On November 28, [redacted] purchased [redacted] windows and a sliding door from usA few months ago [redacted] contacted us about fogged glass in his sliding doors [redacted] glass seal warranty at that time was years and started pro-rating at years His contract with us had a year installation warranty covering our services.Since [redacted] ***'s service was only about the materials and not our installation I forwarded his request to [redacted] In the past [redacted] has done an excellent job contacting the customer and directly handling the service process for their productsIn the last few months this has changed dramatically They no longer service their older series products and instead of supplying and installing new glass and frames for their windows and doors they supply glass only - to be picked up by the customer at their nearest branch in [redacted] We have always relied on our suppliers to service their own products and do not have an in-house repair service If [redacted] supplied glass and frames for their products like other manufacturers it would be a simple process to switch out the panels, but re-glazing windows and doors is much more complicatedWe are very unhappy with [redacted] new service policy and have complained to them bitterly without avail [redacted] was bought out by a larger company Atrium a while ago and the new management says that they are complying to the letter of their warrantyI spoke to [redacted] last week and explained the situation of which he seemed to be very understanding I should hear back early next week from [redacted] with the pro-rated cost of his glass and will be in touch with [redacted] about the cost We're also working out a relationship with a glass installer who, for a fee, should be able to switch out the glass once he familiarizes himself with the product.In short, [redacted] ***'s complaint is really with [redacted] and not with our installationWe will do the best we can to help [redacted] get service so that he does not have to pick up the glass himself and find an installerI will be in touch with him next week and am very sorry that [redacted] has made their new service policy so difficultSincerely,Bob T [redacted] American Energy Master
To Whom It May Concern,This is a response to the complaint of [redacted] about replacing a fogged glass pane on her [redacted] door sidelight which was installed years ago in 2002.This is a manufacturer's service issue, not an installation issue In the past [redacted] (the door manufacturer) offered direct installation services at an additional cost for their warrantied service parts They no longer offer this serviceIn we offered a one year installation warranty so we are not liable under our contract for something this oldNevertheless we have chosen to act as [redacted] 's agent and to try and get the glass from [redacted] It has been an ordeal that has spanned many months We just got the glass in and due to the long delay, [redacted] has agreed that the material will be no chargeWe will arrange with a glass repair firm to have the glass installed at a modest labor charge and I will contact [redacted] in the next few days to arrange the serviceAgain, this is not an installation issue and is not covered under our installation warranty but as a service to our customer we will arrange for the work to be doneSincerely,Bob T [redacted] American Energy Master Inc