Appleby Systems, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:While I have agreed to the monetary settlement offered me by Appleby Systems, I do NOT consider it resolved until the full screen for the kitchen window is provided to me, as ordered, and topsoil is provided to fill around the egress well as agreed to by Tony M***, Construction Super
Regards,
*** ***

I was very pleased with the work, workmanship, professionalism, product and the attitude of the people with the company that we came in contact withThis a first rate companyI would recommend Applebys Systems to anyone looking for the products they provide

Job was done very professionally Got good comments about the doors Everyone thought they really looked great

If you have Appleby Systems come out to your house for a sales presentation, Ask for Joe E***-he is very personable, honest and will work within your budget if he can do it realistically He's not pushy, which is what I really liked about him I had Appleby replace an entry door to my garage--very good craftsmanship The only complaint I have is that the installer didn't completely clean up after himself outsideI just scheduled installation of a bow window based on the quality of the product (again, Joe was my salesman) and am looking forward to the new look and energy efficiency of their product

July 10, Dear ***:This letter is our response to Complaint ID ***I will
refer to the individual who wrote this complaint as “Complainant” in order to
protect his privacy.This complaint is lengthy and somewhat complicated and
accuses Appleby of violating
the Revdex.com Code of Advertising and Code of Business
PracticesThese accusations are based on Complainant’s recollection of verbal
statements and some written correspondences that pursued in an effort to
resolve issues raised by Complainant in a letter written to Appleby Systems prior
to this Revdex.com complaintWe regret any misunderstandings and inconveniences
Complainant may have suffered but we believe we have done nothing in violation
of the referenced codes.The following is a summary of events that led up to this
complaint:On March 30, 2015, a sales representative for Appleby
Systems, traveled to the home of Complainant in order to assess the homeowner’s
roofing needs and propose a solution consisting of Appleby productsThat
appointment resulted in our sales representative offering Complainant a price,
good for one year, and an offer of a significant discount if Complainant agreed
to sign a contract for that product at that timeComplainant request
additional terms in the form of an extended cancellation period which we were
not willing to agree to so the appointment ended without a contract being
signedComplainant also indicated that he was interested in purchasing
replacement windows, which Appleby also sells but which the roofing sales
representative was not qualified to propose pricing forIn response to the
window inquiry, a different sales representative was sent to meet with
ComplainantThe window sales representative met with Complainant and attempted
to negotiate a satisfactory price for replacement windows in addition to the
roofingDuring that conversation many different options were discussed and our
sales representative posed hypothetical pricing scenarios to Complainant in
order to try to determine how much Complainant was willing and able to spend.Complainant, prior to the submission of this complaint, admitted
in a letter sent to Appleby that he did not sit in on the entire sales
presentation that was made by our window sales representativeApparently,
Complainant’s partner was thereAgain, after no agreement was reached, our
sales representative left Complainant’s home without a written contractEven if a written contract had been signed that night, that
contract would have been subject to review by both parties and both parties
would have had the right to cancel it within a given period of time.The substance of this complaint revolves around alleged statements made pertaining to the pricing of Appleby’s products and the terms of our 30-day price match guaranteeMuch of the complaint is based on claims made by Complainant that Appleby’s sales representative said certain thingsUnfortunately, there is no way to know for sure exactly what the sales representative said and no written contract was ever signedFurthermore, some of the statements alleged to have been made conflict significantly with Appleby’s written documents and had Complainant entered into a written contract with Appleby, many of these issues would have been clarifiedSome of which have been clarified in correspondences between Complainant and Appleby prior to this Revdex.com complaint.Complainant has repeatedly questioned why Appleby offers such a large discount for agreeing to sign a contract on the day of the appointmentThe amount of discount and terms of that discount in no way violate any Revdex.com codesIn fact, retail pricing regularly includes such discounting in ours and many other industriesI often receive offers to buy one, get three free at *** * *** if I show up there and purchase on certain daysI don’t question why they make this offer or why it is such a large discount and I don’t believe it to be in violation of any standard advertising or sales codesComplainant seems to believe that the discount is somehow connected to the cost of sales yet there is no reason for him to believe thatIt is an incentive to make the buying decision sooner than later and nothing more.Appleby values its Revdex.com rating and always strives to meet the standards outlined by the Revdex.comWe regret that our sales representative presented our products and pricing in a way that led to confusion and dissatisfaction on the part of Complainant and we will continue to work with our sales force and provide guidance that will help to prevent such occurrences in the futureAll of the products we sell are custom made, which makes it difficult to establish a so called “List Price”We do provide our sales representatives with written pricing guides but they include a great deal of sensitive cost information that we do not want our competitors to haveOur inability to provide a standard price list may also have contributed to Complainant’s assumption that we are in some way obscuring informationThis is not the case and it why we insist on any sale being documented with a written contract.Finally, I want to apologize to Complainant again for the inconvenience this has caused himIt was never Appleby’s intention to purposely deceive or mislead him into signing a contractHis complaint has reached every level of our organization and will influence the way in which we train our sales people going forward.Sincerely Yours,Tom SDirector of Operations

Exceeds expectations!
From sales to install our expectations were exceeded every step of the way We received a fair price for a quality product, excellent assistance from all of the staff, and top notch installationWe replaced windows between bedrooms (in December) and noticed a difference in the room temperature immediately We even noticed a reduction in our gas heating bill the very next monthThey promised a great product with a timely install and over delivered in every aspect

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Appleby did not respond to virtually any of my allegation
that they violated various Revdex.com codes, in addition they neither accepted nor
rejected any of the remedies offered as required by the Revdex.com Code of Business
Practices.
I have attached a response
with supporting documentation
Regards*** ***

I purchased a front door to my home and was extremely pleased with the outcome The quality is 'second to none' and the installation went as smooth as silk Throughout the process, Appleby kept me informed of dates/times and kept me as informed as possibleIt was a great customer service experience and I would recommend them wholeheartedly for anyone interested in replacing or adding doors/windows/basement remodels

Thrilled with the new Windows! Staff was so professional and accommodating Highly recommend this A+ company!

Upon reviewing your complaint, please accept my apology on behalf of Appleby Systems, Inc. for the behavior of our marketing representativesI can assure you this has been addressed and and going forward your name has been placed on our internal "do not call" list Denise P***,
our Director of Marketing, has also emailed an explanation and apology, which I have enclosed

Here is my last email to applesys.com, I am very disappointed in the lack of response:

Victoria (unless you are no longer at Applesys.com),

I requested twice that the warranty for the roof be sent to my daughter, the last email no one responded to AND we still do not have the warranty in writing.

I will never recommend this company to anyone, my enemies included. Here are the reasons why:

1. After spending $9,000 replacing the roof, we still had the leak in the front bedroom.
2. John Stone advised us the problem was with the chimney, we had the chimney repointed/repaired. The opening was also capped. This cost another $500.00. The roof still leaked.
3. My daughter contacted another roofer, and we were told that the roof job was not completed, it was left unfinished. They finished the job and the cost was another $1,500. The roof no longer leaks.
4. The written warranty was requested TWICE, the prior email sent was never responded to. No written warranty was received.

So, I thank Applesys.com for coming over and inspecting the roofing job that THEIR SUBCONTRACTOR did when you were notified the roof still leaked. (Sarcasm intended).
I thank Applesys.com for sending the written warranty, as promised.
I thank Applessys.com for ignoring my last email concerning the warranty.

The sub-contractor that did the roofing job is YOUR RESPONSIBILITY as well as getting us the warranty information AS PROMISED.

I am very disappointed in your company and the lack of concern for the client once the money is paid. I will never recommend your company and I intend to contact BBB concerning this.

We bought our windows from Appleby Windows and I can't be happier with the service we got from the salesman and his associates. We love our windows.

I have read the complaint and after investigating the issues experienced with our Marketing Department, I must apologize for the lack of communication on our part. The promotion for the [redacted] gift card was valid for an in-home estimate through November 30th. A copy of this promotion is attached....

[redacted]'s appointment was on December 1st, so therefore was never input into our system for the gift card. However, this does not excuse our negligence in returning calls from our customer.  We will certainly use the experience to help us improve our customer service.  We have since been in contact with [redacted] and have issued gift cards in the hope that this may help make up for the annoyance she has experienced.

[A default letter is provided here which indicates your acceptance of the business's response.  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 this resolution is satisfactory to me. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
While I have agreed to the monetary settlement offered me by Appleby Systems, I do NOT consider it resolved until the full screen for the kitchen window is provided to me, as ordered, and topsoil is provided to fill around the egress well as agreed to by Tony M[redacted], Construction Super.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Appleby did not respond to virtually any of my allegation
that they violated various Revdex.com codes, in addition they neither accepted nor
rejected any of the remedies offered as required by the Revdex.com Code of Business
Practices.  I have attached a response
with supporting documentation.
Regards[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:  It does not address the resolution which I requested and is faulty in some regards.  First, as far as not addressing the resolution, it was requested that the business remove the credit reporting that was done in error.  Secondly, it is faulty in the sense that the salesman specified and the signed contract specified that they will attempt a loan from another lender if the original lender denies my loan which did not occur.  The contract I signed was very specific in that I was authorizing them to obtain a loan from [redacted] bank and if the bank denied my credit, they had the right to submit a loan request through other lenders.  However, the clause regarding submitting to other lenders failed to allow them to obtain a further loan simply because [redacted] gave me a loan.  In other words, [redacted] granted me a loan for the full contract on or about 6/14/16.  This loan through [redacted] was cancelled along with the contract.  After BOTH the contract and the initial loan was cancelled, ONLY then did Appleby Systems attempt to obtain further loans.  Therefore, it seems to me that not only the clause allowing them to submit for another lender did not apply, but the entire contract was cancelled, so there was no right to pull further loans.
 
The salesman was clear in that they did not exercise the right to pull other loans if the first lender was approved and this clause allowed them to get the best rate for me if the other loan was rejected; which did not occur.  [redacted] Bank, which is the alternate lender, read the contract and agreed that there was nothing to allow them to request the loan and that they "regret" having authorized a loan.  However, it is not [redacted]'s fault because [redacted] does not receive the contract up front, they go simply on Appleby's "word" that I have requested the loan.  [redacted] has cancelled the loan because of my "fraud" claim (which they support based on their receipt of the contract), but state they cannot correct the erroneous pull of my credit (as Appleby must correct).  How difficult can it be to correct this error; which is the requested resolution to my claim of "Fraud" (fraudulently requesting a loan for which there was no authorization AND on a CANCELLED contract).
Regards,
[redacted]

Upon investigating the claims made by the [redacted]'s we discovered that there was a service order which was inadvertently closed by a service manager who was new to her position. I have enclosed a copy of this service ticket which states that there was a service to be completed from 3/9/16.  I...

apologize for this oversight. We have ordered the two new screens and will schedule an appointment to complete the trim and touch up when they arrive at our warehouse. Our manager also spoke with the [redacted]'s and explained the manufacturing of the beige windows. At that time he offered a $2,000.00 discount for the purchase of a new roof. We are sorry for the misconceptions with regard to our manufacturing process but will remain committed to performing any future service should the need arise.

August 28, 2015Dear [redacted]:Appleby Systems, Inc. is very sorry that our response to
this Revdex.com complaint was rejected by [redacted]. I have looked into the matter and
believe my team has adequately and in good faith responded to this unfortunate
complaint.We believe some of [redacted]’ desired outcomes are
unreasonable. He asks Appleby Systems Inc. to honor what he claims was a verbal
price quoted for work that would result in a significant loss to Appleby
Systems, Inc. not to mention some of which is not in our current product
offering (i.e. skylights). Also, [redacted] asks us to honor financing terms
that we have no control over. Appleby Systems, Inc. is not a lender and only
acts as a liaison between several 3rd party lenders with which we
have contracts. Any financing application would also have been subject to
approval by the lender. Had [redacted] entered into a contract with Appleby
Systems, Inc., that contract would have been subject to a 3 day cancellation
period as required by law during which time [redacted] would have been able to
do his due diligence. Appleby Systems, Inc. has the same right of cancellation.
Further, our representative indicates that he did not make this offer rather;
he was attempting to find out what monthly payment [redacted] could afford and
then scale the work to fit the price that that payment would reflect. We
believe our representative did a poor job as evidenced by the fact that [redacted] is dissatisfied. We have taken steps to retrain our representative on
financing and pricing as well as product knowledge. He has also been given a verbal
warning.Regarding the 30 day price match, Appleby has been offering
this benefit for 30 years. This guarantee is not an additional cancellation
period. The price match is given only when a contract is executed and the time
period starts from the date of the contract. The customer can use the contract
and exhibits (which show the features and specifications of the products and
job) to compare to a legitimate quote from a competitor. If [redacted] had
contracted with us he would have been given all the documentation he needed. If
the customer can find a better price we match it. Appleby Systems, Inc. honors
its price match guarantee and I don’t believe we have ever had a complaint
regarding this benefit. Appleby Systems, Inc. believes this to be a sound
practice; nevertheless we will incur the expense to once again have it examined
by our attorney. If this was misrepresented by our representative and by his
manager I personally apologize. Both have been retrained on the guarantee and
verbally warned by me.Regarding pricing, Appleby Systems, Inc. does not
advertise the price of products or “packaged” jobs. We have sales and
promotions which vary from month to month and typically range from 5% to 20%
savings. All of our offerings and projects are custom and no two jobs are
identical. We provide pricing guides and extensive training on how to properly
price a project. Particularly with large jobs like metal roofing we send a construction supervisor to inspect the job within the three
day time period or if that is not possible we obtain a satellite picture with
computer generated measurements to make sure the work can be done. We make
every effort to do the work for the price contracted and only on a few rare
occasions has Appleby had to cancel a contract within the three day time
period.  Appleby Systems, Inc. made every
effort to clarify the pricing to [redacted]. As stated above we have reviewed
pricing/estimating and retrained the representatives involved.As far as compliance with the Revdex.com’s codes, Appleby strongly
believes in the mission and ethics of the Revdex.com, that is why we have been a
member in good standing for the past 30 years. We stand ready to work directly
with the Revdex.com should there be any concerns or questions from the Revdex.com raised due
to this complaint.I am sincerely sorry for any inconvenience, dissatisfaction
or frustration suffered by [redacted]. Had he given us a down payment I would
gladly return it or if we had performed any work that was defective we would
have fixed it. I wish [redacted] all the luck and good fortune in his endeavor
to improve his home.Respectfully,John K.President/Owner

This letter is our response to complaint ID # [redacted]. Ms. [redacted] signed a contract to purchase windows from our company on 6/13/16. After the contract was submitted to our loan department, along with a signed credit application, our processors pulled a credit report to determine the best credit...

fit for our customer. At times we will obtain approval from several lenders. Unfortunately when Ms. [redacted] called to cancel her contract, the message never reached our loan processors. Once credit approval was obtained documents were forwarded to our construction department to schedule a site inspection before the windows were manufactured. During this time our construction superintendent, Tony, was to be on vacation, so the paperwork was also sent to Steve, who was to help with his workload. I apologize for the poor communication, as our construction department should have been notified of the cancellation It was never Appleby's intention to purposely harass or mislead Ms. [redacted]. We have since taken steps to avoid a situation such as Ms. [redacted] experienced in the future. Ms. [redacted] indicated that she wanted the credit inquiry from [redacted] removed from her credit report. Appleby cannot remove a credit inquiry made by another agency. I have contacted [redacted] with her request, but was told they could not comply. Again I am sorry for the annoyance this has caused and can assure you that what happened in your case is not typical of Appleby Systems.