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.
In regards to [redacted]'s complaint, a service request was noted on her customer survey form on 10/21/16, the date her install occurred. The installer mentioned to the homeowner that a part would have to be ordered and he would come back and take care of her concerns all at once. The...
survey was received in our office and entered as a service request. On Sunday, October 30th, our General Manager Adam [redacted] received a text message from [redacted] regarding installation concerns. The last line of her text stated "Let me know if you have any questions." On Monday, October 31st Adam [redacted] had no questions and did not respond to her text. He discussed the issues with Lisa [redacted], our production coordinator as well as the installer and the necessary parts were ordered. On October 31st, Mrs. [redacted] then emailed our office manager, Sarah [redacted] regarding her concerns about the quarter round trim and window sash replacement needed that was noted on her survey form. Our office manager checked in with Lisa [redacted] to make sure the her concerns were being addressed. Lisa [redacted] said "Yes, she was in communication with the installer to get the trim concerns handled and the sash had been ordered." We then received Mrs. [redacted]'s Revdex.com complaint on November 2nd, Adam [redacted] then called Mrs. [redacted] regarding her complaint assuring her that the parts were on order and our office would be in contact with her for scheduling. Adam also apologized that although our in office communication was done, we neglected to respond to inform her that these things were in motion. On November 2nd, Sarah responded to Mrs. [redacted]'s email reiterating the conversation that Adam had with Mrs. [redacted]. Currently the installer is set to go out this week to address the quarter round trim. Our Service Technician is scheduled to go out on November 18th to replace her sash once it is received from the manufacturer.
First of all, I would like to apologize for calling only 10 minutes before the appointment time. Our Sales Manager, Chris [redacted], did not arrive at the office until 9:30 am due to several traffic delays caused by the snow. That is why our first appointment time offered is generally...
at 11:00 am this allows us the necessary time to issue or contact appointments as necessary. To the point of having all decision makers present; we do this because we offer a free estimate and it is company policy. Since we do not charge for this service we try to cut down on the number of trips it takes to answer any and all questions for the products and services we offer. I apologize if this is not what you were expecting. We did not mean to offend you, we simply try to cut down on our costs so we can deliver the best products at the best price. If you need or want anything you can contact me directly. My marketing department has been addressed for the mistakes made. Sincerely, Adam [redacted] General Manger
[redacted]corresponding documents attached.RE: Case #[redacted]Dear Ms. [redacted],I am writing in response to your letter dated June 24th, 2016 regarding the complaint you received from [redacted]. As much as I would like to say that my telemarketing department does not call people...
who are on the no solicitation call list, it can happen from time to time. Budget Exteriors exhibits at over 50 events/fairs/shows. When an individual signs up for the drawing, the cards all get stamped for which event they came from, then are bunched together and put in a container with the year on it from the drawing.We have no way of sorting these by individual name, address or telephone number because they all get put together and gone through randomly by a number of the staff for calling material. I have made a flyer (see enclosed) with Mr. [redacted]'s information and distributed it to my entire staff to try and eliminate any calls from being made to his home. I do apologize on behalf of Budget Exteriors, Inc to Mr. [redacted] and his family for any inconvenience this may have caused them.If you have any additional questions or concerns regarding this matter, please feel free to contact me at ###-###-####.Sincerely,Cassie [redacted]Budget Exteriors, IncVice PresidentEnclosure
On 6/21/16 we received a call from homeowner stating that he needed crank for casement window to the left of his picture window. Also stated that his double slider window wouldn't shut or lock properly. The crank was ordered and once received on 7/13/16 a call was placed to homeowner to set up...
service for 7/19/16. Homeowner confirmed appointment. The morning of scheduled appointment, we needed to move the appointment to 11 am, instead of 9 am due to unloading a window semi truck. He said that would not work. We called back on 7/20/16 to reset appointment and left message. We did not receive a call back, so we called again on 7/25/16 and left a message. Still no call back from homeowner, so we called again on 8/5/16 and 8/11/16 with no calls back. On 8/15/16 after business hours, homeowner called in stating he hadn't received any calls from our service dept and would like service completed. On 8/16/16 we called again and scheduled appointment for installation at 9:00 am 8/29/16. Issues will be resolved today.
On September 20, 2017 my Production Coordinator, Lisa, reached out to [redacted] regarding his complaint. She informed [redacted] that our records indicated that she had mailed out his rebate information to him on 6/14/17. [redacted] then called in on August 14, 2017 stating that his energy company needed to...
have a different invoice sent to them. Lisa emailed a new invoice to his energy club that same day. They claimed to have not received it. Lisa asked for [redacted]'s email address and confirmed his rebate company's email and resent the email to both [redacted] and his energy company; asking for acknowledgment of receipt of the invoice. [redacted] called Lisa back and noticed, after the fact, that the email he provided to her for his rebate company was incorrect. Originally he had told her it was [email protected] when it was supposed to go to [email protected]. In Lisa's conversation with [redacted], she also explained that we did just have a new phone system installed in our office on September 8th, and we are still trying to master it and apologized that his call was dropped when he tried to reach out on September 18th.This situation has been handled on our end.
RE: Case # [redacted] Dear Ms. [redacted], I am writing in response to your letter dated June 19th regarding the complaint you received from [redacted]. Ms. [redacted] is a previous customer of Budget Exteriors from February of 2011, when she purchased a patio door. As much as I...
would like to say that my Marketing Department does not call people who are on the no solicitation call list, it can happen from time to time. Budget Exteriors has had kiosks at several of the local malls, and has recently exhibited at over 45 events/fairs/shows. When an individual signs up for the drawing, the cards all get stamped for which mall or event they came from, then are bunched together and put in a container with the year on it from the drawing. We have no way of sorting these by individual name, address or telephone number because they all get put together and gone through randomly by a number of the staff for calling material. I have made a flyer with Ms. [redacted]s’s information and distributed it to my entire staff to try and eliminate any calls from being made to her home. I do apologize on behalf of Budget Exteriors, Inc to Ms. [redacted] and her family for any inconvenience this may have caused them. If you have any additional questions or concerns regarding this matter, please feel free to contact me at ###-###-####. Sincerely, Eric [redacted] Budget Exteriors, Inc Marketing Manager
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.
In regards to [redacted]'s complaint, a service request was noted on her customer survey form on 10/21/16, the date her install occurred. The installer mentioned to the homeowner that a part would have to be ordered and he would come back and take care of her concerns all at once. The...
survey was received in our office and entered as a service request. On Sunday, October 30th, our General Manager Adam [redacted] received a text message from [redacted] regarding installation concerns. The last line of her text stated "Let me know if you have any questions." On Monday, October 31st Adam [redacted] had no questions and did not respond to her text. He discussed the issues with Lisa [redacted], our production coordinator as well as the installer and the necessary parts were ordered. On October 31st, Mrs. [redacted] then emailed our office manager, Sarah [redacted] regarding her concerns about the quarter round trim and window sash replacement needed that was noted on her survey form. Our office manager checked in with Lisa [redacted] to make sure the her concerns were being addressed. Lisa [redacted] said "Yes, she was in communication with the installer to get the trim concerns handled and the sash had been ordered." We then received Mrs. [redacted]'s Revdex.com complaint on November 2nd, Adam [redacted] then called Mrs. [redacted] regarding her complaint assuring her that the parts were on order and our office would be in contact with her for scheduling. Adam also apologized that although our in office communication was done, we neglected to respond to inform her that these things were in motion. On November 2nd, Sarah responded to Mrs. [redacted]'s email reiterating the conversation that Adam had with Mrs. [redacted]. Currently the installer is set to go out this week to address the quarter round trim. Our Service Technician is scheduled to go out on November 18th to replace her sash once it is received from the manufacturer.
First of all, I would like to apologize for calling only 10 minutes before the appointment time. Our Sales Manager, Chris [redacted], did not arrive at the office until 9:30 am due to several traffic delays caused by the snow. That is why our first appointment time offered is generally...
at 11:00 am this allows us the necessary time to issue or contact appointments as necessary. To the point of having all decision makers present; we do this because we offer a free estimate and it is company policy. Since we do not charge for this service we try to cut down on the number of trips it takes to answer any and all questions for the products and services we offer. I apologize if this is not what you were expecting. We did not mean to offend you, we simply try to cut down on our costs so we can deliver the best products at the best price. If you need or want anything you can contact me directly. My marketing department has been addressed for the mistakes made. Sincerely, Adam [redacted] General Manger
[redacted]corresponding documents attached.RE: Case #[redacted]Dear Ms. [redacted],I am writing in response to your letter dated June 24th, 2016 regarding the complaint you received from [redacted]. As much as I would like to say that my telemarketing department does not call people...
who are on the no solicitation call list, it can happen from time to time. Budget Exteriors exhibits at over 50 events/fairs/shows. When an individual signs up for the drawing, the cards all get stamped for which event they came from, then are bunched together and put in a container with the year on it from the drawing.We have no way of sorting these by individual name, address or telephone number because they all get put together and gone through randomly by a number of the staff for calling material. I have made a flyer (see enclosed) with Mr. [redacted]'s information and distributed it to my entire staff to try and eliminate any calls from being made to his home. I do apologize on behalf of Budget Exteriors, Inc to Mr. [redacted] and his family for any inconvenience this may have caused them.If you have any additional questions or concerns regarding this matter, please feel free to contact me at ###-###-####.Sincerely,Cassie [redacted]Budget Exteriors, IncVice PresidentEnclosure
On 6/21/16 we received a call from homeowner stating that he needed crank for casement window to the left of his picture window. Also stated that his double slider window wouldn't shut or lock properly. The crank was ordered and once received on 7/13/16 a call was placed to homeowner to set up...
service for 7/19/16. Homeowner confirmed appointment. The morning of scheduled appointment, we needed to move the appointment to 11 am, instead of 9 am due to unloading a window semi truck. He said that would not work. We called back on 7/20/16 to reset appointment and left message. We did not receive a call back, so we called again on 7/25/16 and left a message. Still no call back from homeowner, so we called again on 8/5/16 and 8/11/16 with no calls back. On 8/15/16 after business hours, homeowner called in stating he hadn't received any calls from our service dept and would like service completed. On 8/16/16 we called again and scheduled appointment for installation at 9:00 am 8/29/16. Issues will be resolved today.
On September 20, 2017 my Production Coordinator, Lisa, reached out to [redacted] regarding his complaint. She informed [redacted] that our records indicated that she had mailed out his rebate information to him on 6/14/17. [redacted] then called in on August 14, 2017 stating that his energy company needed to...
have a different invoice sent to them. Lisa emailed a new invoice to his energy club that same day. They claimed to have not received it. Lisa asked for [redacted]'s email address and confirmed his rebate company's email and resent the email to both [redacted] and his energy company; asking for acknowledgment of receipt of the invoice. [redacted] called Lisa back and noticed, after the fact, that the email he provided to her for his rebate company was incorrect. Originally he had told her it was [email protected] when it was supposed to go to [email protected]. In Lisa's conversation with [redacted], she also explained that we did just have a new phone system installed in our office on September 8th, and we are still trying to master it and apologized that his call was dropped when he tried to reach out on September 18th.This situation has been handled on our end.
RE: Case # [redacted] Dear Ms. [redacted], I am writing in response to your letter dated June 19th regarding the complaint you received from [redacted]. Ms. [redacted] is a previous customer of Budget Exteriors from February of 2011, when she purchased a patio door. As much as I...
would like to say that my Marketing Department does not call people who are on the no solicitation call list, it can happen from time to time. Budget Exteriors has had kiosks at several of the local malls, and has recently exhibited at over 45 events/fairs/shows. When an individual signs up for the drawing, the cards all get stamped for which mall or event they came from, then are bunched together and put in a container with the year on it from the drawing. We have no way of sorting these by individual name, address or telephone number because they all get put together and gone through randomly by a number of the staff for calling material. I have made a flyer with Ms. [redacted]s’s information and distributed it to my entire staff to try and eliminate any calls from being made to her home. I do apologize on behalf of Budget Exteriors, Inc to Ms. [redacted] and her family for any inconvenience this may have caused them. If you have any additional questions or concerns regarding this matter, please feel free to contact me at ###-###-####. Sincerely, Eric [redacted] Budget Exteriors, Inc Marketing Manager