Ameristar Windows

Initial Business Response / [redacted] (1000, 5, 2015/12/18) */ December 17th, Ameristar Windows [redacted] Ave [redacted] CA XXXXX Case#XXXXXXXX We received this correspondence yesterday Dec 16, This is a case of miscommunication between the customer and a representative of the company This is the first time our Customer Service Department has any knowledge of problems with the Customer's French Door, that was not manufactured by Ameristar Windows and we will go to service it as we do with every job we install if we cannot solve the problem we will send the manufacturer to service it Customer was in contact with sales person, not to the office (company) directly, which is the procedure for any problemsOur service department is open to Mon to FridayRegarding the screen being mentioned, The customer purchased a French Door, Screens do not come with French doorsHowever she had an existing screen on her previous door we replaced, it slid sideways customer asked if there was a way to use her old screen with her new door, she liked the sliding motion We said we will try to figure a way of making this screen work with her new door or we would give her one of our screens from our sliding doors if it worked better That's where the problem arisesIn order to make this screen work properly we needed to locate a screen track that would work with our door and customers old screenThere was no mention of this screen or a charge to apply this screen on our mutually signed contract, it was done simply as a courtesy to the customer and we do not have a problem helping achieve a solution that customer is happy with It is really unfair that she mentioned we got paid and disappearedThis job was done right before Thanksgiving, and everyone took the holiday offAnd Yes we said we would return after locating a screen track that would allow a sliding screen to be applied to a door that does not come with a screen, and get it to work properlyThis was the only pending issue we were aware ofShe has not made one phone call to the office, sent a email or fax, nothing to make us aware of any issues with anythingCustomer signed a contract with Ameristar Windows, not with one of our sales representatives, we expect our customers to report any issues directly to the company, so we can direct them to the right department and peopleThen we can schedule properly and without any confusion an appointment for repairsOur representative was trying to accommodate this customer on his own personal time We apologize for all this confusion, but we want to clarify that we are not the kind of company that takes the money and run, our company philosophy is not about the money as she knows, she was upgraded to a maximum performance LOE glass with easy clean coating, which would have been 30% more expensive than the glass on her contract , the company decided to give her the upgraded glass at no extra cost for her , because her home was exposed to so much direct sunlight We had already called her times today December 17th 2015, and left two messages and she has not returned my call, our representative has an appointment with her this Saturday December 19th 2015, between 10am and pm, and I am trying to confirm such appointment to avoid any further confusionRegardless of her confirmation, somebody from Ameristar Windows will be at her home on Saturday December 19th , between 10-pm , this is the date she confirmed with him(we already sent her also an email to confirm with her) In the future I encourage this customer or anyone else that before they assume the worst, please call our corporate office, to report any situation , your contract is with Ameristar Windows not with and individual that may or may not receive your messagesOur sales people also has been instructed to inform customers to call our office directly to request any service in the futureOur number and address are listed on our contracts

Initial Business Response /* (1000, 5, 2015/06/18) */
Customer signed contract with Ameristar Windows on January 17th for the installation of Windows at her home for $(see attach contract), Such contract included a special rebate up to $2000.oo to be use for an Entry door of
customer choice, such rebate amount included also the installation (entry door and labor for installation), Customer was allowed to use up to $maximum for the entry door and installation labor cost Customer was responsible for choosing her door at Home Depot or any place of her preference and Ameristar Windows would pay for the order and install it when the door was available for pick up by Home DepotAlso we agreed to install her windows on January 24th 2015, which we did as promised ( we installed her per contract on time) There is no delay on anything here to be claimed the entry door was a rebate which we would be installing when the door was ready by the provider of her preference
Customer at the time on the installation of the windows had not chosen yet her entry door or gave us any information regarding the Entry door selected by herI called her personally a couple times to get the information directly from her, and she expressed that she had chosen her door and she was going to call me back with the information later, I explained her that I needed specific information (Model number color eta) specifications I needed to be able to place the orderShe did not call me anymore and after several days finally she called me and we scheduled an installer to take the final measurement for the entry door and finally, that same day she gave him the loll oriel of the door she wanted, She met with the installer on February 22th Saturday
It is important to mention that during all this time we never received any payment from the client, we were supposed to be paid at the end of our Windows installation and she refused to do it, we explained to her that the Er try door was a rebate ,and to receive a rebate you have to pay first for your services provided (that how rebates work) , she did not understand and refused to pay us, so we let her doing it her way , with $money we still went ahead and order the door she wanted, finally we got the information from her thru the installer on February 24th 2015, as I explained above after several calls trying to reach he.-
Once we received the information we went to home depot and found out that the Entry door she chose online was for$-I- sales lax , and was for a Right hand door (please see attached print of Home depot) I personally called the customer to explain her that the door she had chosen was a special order and it would take 4-weeks to get it from home depot, also we wanted to let her know that the door price she had chosen was for a Right hand door and her home needed it a LEFT HAND door which was going to cost a little more, she never called me back , I waited for her a couple days, and finally we decided to go ahead an order the door knowing we would never get paid for our work already done on January 24th, until this door was installed
We ordered the c oar on March 04th 2015(see attached order from home depot ) and the door was ready from Home Depot on April 09th 2015, (the estimated time from home depot shows April 1') but home depot had it ready for pick up until April 9th As soon as we got the door, we called immediately the customer and offer her to be installed the following week and she chose April for the installation and we did the installation with no problems at all that same day she signed the completion certificate for our Installation of the windows and we got paid the total per contract from the finance company
The facts here: We finished our installation on January 24th per contract for windows as agreed, - Customer had a rebate up to $for Entry door of her selection from Home depot or any other place, this $2000,included Entry door and labor for installationWe neve,promise an installation on the Entry door for February 2015, as she is trying to pretend , we could had not promise any date for two reasons : o First we did not know what she was going to select and o Second we did not know how long would it take from Home depot to have it ready , it was impossible for us to make a promise of somebody else service in this case 1-IWIE DEPOTThen there wa.s never any writing or verbal promise on the installation date of the Entry door, all was depending on what she chose for entry door and the length of time from the store of her preference in this case she chose Home depot
- We spent on her Entry door the following : (see attachments ) 1) Entry door price $+sales tax (for Entry door LEFT HAND) a total $(tax included) 2) Installation labor $450e $measurement (see attachment) 3) Hardly tare with a value of $+ tax (see attachment) $(tax included)
The total for the items listed above is $dollars" we spent $dollars more that her allowance for the rebate that was $2000.00, we decided not to collect the money from the client due the fact that we just wanted to get paid for our job we completed in January 24th and we did not wanted to enter in a discussion for $so we decided not to collect the balance due
All this information above was sent to customer in detail to her personal email , she refused to sit down with us to show her the invoices personally and go thru the numbers, even do I have sent all this information to he- she is avoiding to add the numbers and see the facts and acknowledge that we did nothing wrong , every penny charged is very clear in the invoices, as you can see the customer is unwilling to pay attention to the facts or willing to listen to anything she even refuses the fact that home depot charges taxes, that the price that is online is subject to sales tax, everybody will understand that fact, she is avoiding the main fact that her entry door price it was determined by home depot , the store that she selected for her entry door and also avoiding to mention the fact that every item in California is subject to sales tax
We did not charge a cent of profit for this Entry door, we did not marked up anything, she chose a door and home depot c barged what the store price was for a left hand door and of course home depot also charged the sales :ax that everybody has to pay in CaliforniaHer rebate was up to $2000_dollars and we even went above and beyond and got hardware for her and did not charge for it, and the hardware was not even mentioned in the contract, we did not have the obligation to buy it for her or giving it to her for free, while we did just to be nice On top of that HOME DEPOT would have charged a delivery of not less than $15(to bring the entry door to her home, we went ahead and pick up the door for her directly at home depot and the installer came all the way to riverside, ca to bring her door to her house, services that were not charge to her not from the installer, not from usWe also had omitted to mention the miscellaneous materials that were used to installed here door: Water proof sealants , caulking, screws and casing for her door, also that has a value and we paid for it , around $dollars
Everything is in writing, there is nothing here to hide or deceptive, Ameristar Windows did nothing wrong with this customer, our company always acts in good faith and did everything for her without being paid for almost months, cause she just refused to help us to finish her job sooner, we did everything with $C money until almost at the end of April when finally we got paidWe installed the door she chose from I tome Depot HOME DEPOT had it ready, it was not in Ameristar Windows hands to have the door ready it was a special order and she knew it , she knew since the beginning that the door was loin to be ordered from her store of her preference and we could not control a third
party delivery times , Who are we to control HOME DEPOT delivery times? And make promises on Home Depot behalf
Why would Ameristar Windows delay a job when we never received any money? We did everything without any deposit from the customer, of course it was in our best interest to finish the job as quick as possible but unfortunately the customer delayed the process and now she is presenting statements that affect our company reputation for no reason
There is no money owed to the customer as you can conclude with all documents and proof our facts, there is no delay or refund owed to the customer, actually she delayed our payment and we did not charge any penal`/ for delaying our payment, and she even received $in items for free, and we did everything in pod faith, without any deposit from the customer, for almost months the customer gave us $payment and we still did everything that we promised
The customer intentions are clearly malicious with the clear purpose of getting our company to feel threatened by he irrational statements
Find another car company like Ameristar Windows that would install a job, finish it on time, give a rebate without receiving any money , pay for her entry door without any deposit from her, with not mark up whatsoever and cri top of that with $money down and wait almost months to get paidThe fact is as soon as the customer received her windows it was a nightmare try to get a hold of herThere is not mark up no profit on this door for Ameristar Windows, we called numerous time with no return call , she got her windows and she became invisible her excuse for not paying was that she had not receive her entry door and as long as she did not receive it, we could never conclude this contract and get paid , it took weeks to get a hold of her and ultimately months to get paidWhen the door was installed she was out of excuses not to payNow she is trying to make up this story to hold us responsible for her own delays in the selection of her door and Home Depot Performance to have the product readyAgain we could not promise to install her door by February 3rd as she is trying to pretend in her story, there is not logic , we signed the contract on January 17th , It was impossible for us make home depot to deliver a special order in days when Home depot delivery times are 4-weeks for special orders as you can see clear y in all our documents from home depot Ameristar Windows always acted in good faith with the customer, we went above and beyond for her, giving her the opportunity to get a entry door installed for her house at cost without any profit to our companyAs you can see per attached documents we die not overcharge, there is not money owe to this customer
We are not going to give her a entry door for free in the form of a outrageous amount she is demanding for not reason and without proof of her statements, If that is what she is trying to accomplish making noise with statements and creating penalties at her convenience, it is not going to happen
The only we can offer to her to be done with this nonsense are three options:
a) First option : We are willing to go to pick up the entry door and the hardware we installed, and once we Flick them up ,( the door need to be in good condition with wear and tear , it is a new door, there is no reason for any components of the door to be broken) , we will give her the $200( rebate as a refund as soon as we have the door and hardware in our possession For this option the customer can go ahead and find somebody else that order a entry door for her, uninstall the current door and install the new one for her, we will kindly wait for her to tell us the day we can go to pick up the door, of course the day the other company is ready to install her other door,
b) Second option: if she truly in her mind thinks that we are the ones to be held responsible for her lack c f cooperation and HOME DEPOT delivery times, and she truly believes in her mind that we quoted the door $(all of this is what she thinks, without presenting any proof ) and we know for a fact that per contract it was $we are willing to gave her back the difference of $she thinks and still we don't know yet where her numbers are coming
from, except we will be discounting from this $the balance due of $owed to Ameristai Windows, real expenses we already explained in this document, $2,The total check for her would be $after we deduct the balance due of $217.36; we are not willing to give her anything for free
c) Third option: We are ready to send this case to our attorneys for them to proceed legally, and this customer will have the opportunity to proof every statement she has made so far against Ameristar Windows, and also she will have to proof the personal statement she has done against the salesman/owner of Ameristar Windows with all the intention to damage his personal reputation
We are not willing to play games and she does not express any gratitude for the fact that we did all the work for her entry door without any profit , everything regarding the entry door was done at cost with the only true intention to make her happyOur company has always a very high customer service satisfaction, and we are very proud to be honest and reliable company, it is really disturbing that anyone s allowed to post on internet whatever they want without real proof, it would be a more fair practice before allowing this complaint to be public the facts were reviewed beforehand
Ameristar Window
Production & Administration Manager
Initial Consumer Rebuttal /* (3000, 11, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My request if for the refund of underpaymentcontract coy you provided indicates installation date as January 24th The door was picked out as well as delivery date of February 2nd price listed $on web site it also stated to choose right or left no price difference or any delay in delivery the door was measured same time and date windows were by sales man/owner your( I have all the emails and voice mail messages left renegading door delays )contract also states $refund for door and installation price was estimated $per installer who singed indicating charge is $only As for the sales man /owner *** I have two witness who were present in my home when he was there and his unprofessional conduct as well as the day of door installation three neighbors heard and were also shocked he conducted him self in the matter he did yelling and talking about me in a negative matter he did not call and let me know he was coming just barged in my home after asking him to leave several times he put his truck in my driveway and started yelling he also send the door installer in asking me to sign for door however he gave me second page of Hero documents this unethical behavior is unacceptableI am asking for refund of over payment as well as 10% for all the harassment and unpleasant $is over payment $total of $I'm sure an attorney will charge you more to handle your case
and my hope is you will never do this to anyone else
thank you in advance for settling this now as it has caused me a great deal of stress and anxiety due to the bully attitude which has been misplayed through out this experienceI would also like to add all the wrong information provided regarding the HERO program process
Final Business Response /* (4000, 13, 2015/06/26) */
Our company already expressed its position regarding this matter, and our position remains the same We are not going to be subject to statements towards the company and the sales personWe already retained our attorney to proceed, unfortunately there is no other option in this case where we are being harassed for no reason whatsoever

Initial Business Response /* (1000, 5, 2015/12/18) */
December 17th,2015
Ameristar Windows [redacted] Ave [redacted] CA XXXXX
Case#XXXXXXXX We received this correspondence yesterday Dec 16, 2015. This is a case of miscommunication between the customer and a representative of the company....

This is the first time our Customer Service Department has any knowledge of problems with the Customer's French Door, that was not manufactured by Ameristar Windows and we will go to service it as we do with every job we install if we cannot solve the problem we will send the manufacturer to service it.
Customer was in contact with sales person, not to the office (company) directly, which is the normal procedure for any problems. Our service department is open 8 to 5 Mon to Friday. Regarding the screen being mentioned, The customer purchased a French Door, Screens do not come with French doors. However she had an existing screen on her previous door we replaced, it slid sideways customer asked if there was a way to use her old screen with her new door, she liked the sliding motion . We said we will try to figure a way of making this screen work with her new door or we would give her one of our screens from our sliding doors if it worked better . That's where the problem arises. In order to make this screen work properly we needed to locate a screen track that would work with our door and customers old screen. There was no mention of this screen or a charge to apply this screen on our mutually signed contract, it was done simply as a courtesy to the customer and we do not have a problem helping achieve a solution that customer is happy with.
It is really unfair that she mentioned we got paid and disappeared. This job was done right before Thanksgiving, and everyone took the holiday off. And Yes we said we would return after locating a screen track that would allow a sliding screen to be applied to a door that does not come with a screen, and get it to work properly. This was the only pending issue we were aware of. She has not made one phone call to the office, sent a email or fax, nothing to make us aware of any issues with anything. Customer signed a contract with Ameristar Windows, not with one of our sales representatives, we expect our customers to report any issues directly to the company, so we can direct them to the right department and people. Then we can schedule properly and without any confusion an appointment for repairs. Our representative was trying to accommodate this customer on his own personal time.
We apologize for all this confusion, but we want to clarify that we are not the kind of company that takes the money and run, our company philosophy is not about the money as she knows, she was upgraded to a maximum performance LOE glass with easy clean coating, which would have been 30% more expensive than the glass on her contract , the company decided to give her the upgraded glass at no extra cost for her , because her home was exposed to so much direct sunlight.
We had already called her 3 times today December 17th 2015, and left two messages and she has not returned my call, our representative has an appointment with her this Saturday December 19th 2015, between 10am and 12 pm, and I am trying to confirm such appointment to avoid any further confusion. Regardless of her confirmation, somebody from Ameristar Windows will be at her home on Saturday December 19th , 2015 between 10-12 pm , this is the date she confirmed with him. (we already sent her also an email to confirm with her)
In the future I encourage this customer or anyone else that before they assume the worst, please call our corporate office, to report any situation , your contract is with Ameristar Windows not with and individual that may or may not receive your messages. Our sales people also has been instructed to inform customers to call our office directly to request any service in the future. Our number and address are listed on our contracts.