American Truckers Legal Association Inc

After further investigation of this member's prior account records, andhistorical information, in our office, we submit the following in responseto his complaint:
1, Your records indicate that this prior member filed a complaint withthe Revdex.com on Friday, February 25,Be hadnot
spoken with our company before then; so we had no opportunityto resolve his concern or provide explanation
Our company recently completed an in-depth, updated computersystem conversionThere were a few glitches during that, and itappeal'S that this ex-member receiving a billing statement was oneof themThe member does not owe any funds to our company, andwe do show a written cancellation of October 1,
Rather than making a simple telephone call to us, the member ruedwith the Revdex.com on February 25, Be thentelephoned and spoke with our Billing Department on February 29,and was provided the above reason for the wrong billing atthat timeWe did request that he send in the statement, via fax,that he had received in errorBe did not do this until March 1,The first submission was not readable, and we asked for a second; which was readableWhen the member spoke with ourbilling Department, he was given the above explanationHisresponse was that he was relieved since he had planned to "go tothe Revdex.com." Well, in fact, he had already done soon February 25th, and was attempting to do the reasonable effort offirst contacting our company after the fact
We have looked at his issue over the spelling of his city Cor theaddress, and the zip code is correct and he was receiving all mailfrom our officeIt would not be unusual for a misspelling on a city;and there is no indication in records that he ever called In to reportsuch a misspellingRegardless, the member received all mail;because we subscribe to a service with the United States Post Officethat returns all undelivered mail to our officeIt is then noted.Nothing has ever been returned from this ex-member's address
There is no unresolved issue In this matterThe ex-member owesno further funds, and was cancelled appropriately in October 2015.This was an error based on a computer conversion and could havesimply been resolved In the Individual's mind by first placing atelephone call to our company before causing the Better BusinessBureau to create a complaint process
***Please See Attached***

Alweather Windows submits any service or warranty requests to the Manufacturer, in this case it would be *** ***
The manufacturer, *** ***, is responsible to address any warranty claims
In this case, *** *** was contacted by *** *** to make arrangements to
install the thermal glass unit on January 11, between12:& 2:PM(today)
I have called Global Service to verify that it was going to be installed today
Attached is copy of the Global Service screen from the *** *** ***
Alweather Windows does the initial site visit or gets the information needed from the customer to enter in the *** *** ***
Unfortunately, *** *** only handles their warranty claims after they are submitted
Thanks
*** ***
General Manager
Alweather Windows & Doors Ltd
** *** ***
Dartmouth, N.S
Phone*** *** ***
*** ***
Email:***
Web Site:www.awwd.ca

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]

Initial Business Response /* ([redacted], 8, 2016/06/06) */
[redacted] ordered a custom designed, painted door system through...

Alweather[redacted]
[redacted] consulted with [redacted] in the design of the door system. In the design process, [redacted] selected door options and colour from our catalogue. A quote was created to reflect the discussion from the consultation. The quote was agreed upon and the door system was ordered.
The [redacted] door arrives from the manufacturer and [redacted] Called [redacted] to tell her that her door has arrived, that they had spoken before about new shutters and was she still interested in shutters. [redacted] then took a shutter sample and a door paint sample to [redacted] for colour match and approval. At that time, [redacted] decided not to order the shutters.
[redacted] came to the Alweather store [redacted] to view the door system. Before she viewed the door system, [redacted] asked [redacted] to remind her about what she had ordered. After viewing the door, [redacted] then stated that the colour was the incorrect colour.
The colour sample that was shown to [redacted] was taken to the door for a colour comparison and the sample matched the colour that was applied to the door.
At that point, [redacted] was told that the colour was correct, that it was the colour that she selected and approved.
The existing shutters that are on the house are a totally different colour than the door. [redacted] was at no time asked for the door colour to match the existing shutters. As a gesture of customer service, Alweather has offered to paint [redacted]'s existing shutters to match the door in order to resolve this.
We have offered to:
(1) Repaint the door a different colour at her cost
(2) Paint shutters to match the door at our cost
Neither option was acceptable with the [redacted], they decided forfeit their deposit.
Initial Consumer Rebuttal /* (3000, 10, 2016/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Totally unsatisfactory and untrue response from the business. [redacted] without a doubt stated several times that the door would match the color of our existing shutters. Obviously an incorrect color code was put on the order form which we signed because the door did not match. We did not 'decide' to forfeit our deposit, we were told it would be forfeited if we did not take deliver and installation of the door. As the door was the wrong color, there was no viable choice. For 'US' to pay more on an offer to subsequently repaint the door after such unsatisfactory service seemed to be putting good money after bad. We no longer trusted them to do it right and we did not want our shutters painted to match as this color did not go with our home. [redacted]
Final Business Response /* (4000, 12, 2016/06/20) */
The events of our response, in our opinion are correct.
In a gesture of good faith, without prejudice, Alweather Windows & Doors Ltd. proposes the following to resolve this issue.
Alweather Windows will refund [redacted] of the $[redacted] deposit. The cost of this custom door system is over the original deposit amount. Because of the customization of this door, historical sales of similar doors, the selling price has been well below our cost price.
Final Consumer Response /* (2000, 14, 2016/06/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While we too believe our opinion is the correct one, we are willing to compromise and will accept the company's offer of $[redacted]. Upon receipt of the $[redacted] we will consider the matter closed. If the company would prefer to credit our [redacted] rather than send us a cheque, they may contact us at [redacted] for our credit card number should it not still be on file. We expect they will complete this transaction within 7 days.