Appleby Systems, Inc.

Review: I am in the market on shopping for replacement windows for my home. I contacted a few companies for estimates to see which company I would go with. On Jan 18th I had a salesman from Appelby come to my house for an appointment for an estimate and window demonstration. He showed up at my house, initally very nice but became very high pressure and very arrogant (trash talking other window companies like [redacted] and [redacted]. After a 2 hour appt and demonstration it was time to sit down for the figures of the estimate. He initally came up with 18,000, but then said if I would go with them today I would get it for 14,000, I said I was currently shopping around and would like to keep my options open. So he proceeded to go on and on about figures, warranty, reputation, so me as the consumer not know what the other company estimates were going to be, signed this contract (the only reason I signed was because I knew I could cancel in 3 days and I also didnt want to miss out on a 4000 dollar savings if the other companies were higher. I had 2 more estimates scheduled that same day. So I figured I would know what I was doing even by the end of the day. He then proceeded to ask me how I would pay for this....I said cash more than likely----then asked me for my social security number--me being very diligent---asked him why he would need my social security number if I were paying cash. He said "its very simple---you could be bankrupt---pay us 1/3 today and then we order your custom windows and install them---now you dont have the money--so we need to be sure that we run your credit to check for that. I said well I dont feel the need for giving that out at this time--this is only an estimate--and quite frankly if I decide to go with you and we do our final agreement then if that is your policy I will give it to you at that time. After about 5 minutes of debating this---he said "boy your difficult---ok, ok well we dont need that---fine we will go on without." I felt no comfort signing what they had me sign in the first place and I said why cant you wait till I finally decide to go with your company to do all this---he said "its plain and simple--cause then I have to come up here again and the company looses money and I loose time and money also." It was very high pressure and quite frankly I am truly surprised to have run into this...with windows nonetheless. He kept pushing down my throat of why I should go with them---. Then knowing I have an appointment with [redacted] proceeded to be quite rude and disrespectful trash talking that company. So at the end of the visit the [redacted] representative showed up (not thinking his appt would have been so long). He said "wow I just wish I had more time to see [redacted] demonstration so I can have some fun with that." Very disrespectful and arrogant and wrong. So I had the [redacted] guy come in who was the complete opposite of the appelby guy----nice, kind, respectful and gave me the info I needed to make an informed decision---did not pressure me--did not ask me to sign things---did not argue with me--did not ask for my social security number. Very admirable in my books and feel as though that how a business should operate. So about 2 hours after the appleby salesman left I recieve a phone call from a [redacted] from appleby who described himself as the salesman supervisor--who wanted to make sure things went well and see if I decided yet. Ok first off...2 hours?? Really?? He again felt the need to push their products and trash the other companies--and said who out there will guarantee you 46% energy savings--I said to him--"Im not sure how you can do that since Im not getting whole house replaced" Oh well we cant--but it would be prorated. So after many questions and off the wall answers from him--he said "you know what--I think its just best for both parties that we just cancel your contract." I said fine--I was about to tell you to do that anyways. Cause the other 2 estimates were significantly lower in price. Soo all is said and done--assuming it was cancelled from that phone call I decided on the 22nd to read the contract I had signed--and it says it isn't officially cancelled until the paperwork is signed and sent back to them and post marked no later than midnight on the 23rd. So ok...I am glad I read that and know that I had to get to post office to send it out on the 23rd. So the afternoon of the 23rd I sent it signed and certified to them. Around 2pm on the 23rd the same guy [redacted] called me and left me a voice message and sid he was wondering what would be a good time to send out the people to measure. WHAT?? This nis the same man I verbally cancelled with that same day the 18th......at his recommendation nonetheless. OK so was this a trap to see if I fell for the verbal cancellation.....and think that I thought all was done and well?? I believe it was. Cause if I didn't read that contract that said it had to be returned to them....I would have been screwed. I would have been bound to go with them. I cannot believe they operate like this. So I text [redacted] and said per our conversation I cancelled and I sent the information today. He replied ...thanks thats all I needed to know. That was at 4pm on the 23rd. Around 5pm a representative called me and said he was welcoming me to the appelby family....OK now I am upset. I told him I sent a cancellation out today. Well after a 41 minute call full of trashing other companies and trying to "get your trust and your business." I was now at my wits end and told them to never ever call me again--consider it cancelled and your paperwork is on the way. VERY high pressure---trying to match other companies prices--but going with single payne---WHAT?? I have double pane now---he said he can get me to the price of the competitors by taking out the insulated glass....going to non insulated.....WHAT?? why would I go for that-----very long drawn out high pressure sales again. Now I receive an e-mail---saying I have a hard hit on my credit--I go to the website and check--it is from appelby on the 20th it was ran. Why and how do they have the right to run this before the cancellation time frame is up--and they ran it without my social security number---cause I never gave my social security number. Now I am very upset--betrayed--and taken advantage of....all cause I wanted an estimate!!!!! So the guy said he will mark it in the computer as cancelled. So today (the 24th) I get a phone call from [redacted] the contractor supervisor who wants to make an appointment to come measure. I cannot believe this---still getting phone calls. I have never ever encountered this in my life---I have bought many cars--trucks--atv's--motorcycles--and a home and have never had to go through this type of stress all cause I wanted an estimate. I did not encounter anything even close to this with the other window companies. When I asked about their practices--the guy said we have to be a little more aggressive cause we know our competition is lower than us in price and that's all the homeowner sees---we have to get you to realize our quality. So harrass me with phone calls and argue with me and shove your product down my throat is a way to do that??? The guys who I spoke with the evening of the 23rd was then saying it is not [redacted] position to take a cancellation yet even offer it. I feel as though they thought they were tricking me. [redacted] taking a verbal cancellation then calling me on the 23rd saying he didnt get my cancellation notice so he wants to talk about coming to measure?? VERY VERY POOR PRACTICE--and I wonder how many people get scammed with this---how many people are giving out their social security numbers...etc. I hope that you investigate and take appropriate action--I was smart enough to get all paperwork in and not get scammed but how many people would have not done that?? Thank you for your time and should you have any questions please feel free to contact me.Desired Settlement: I think the business has NO right at an appointment for an estimate to ask for social security numbers--they have no right to continually contact me even before the contract deadline for cancellation--

I would think if the contarct says the signutre paper must be post marked no later than misnight the 23rd for cancellation---why are they calling me the afternoon of the 23rd wanting to know when I can set up appt for measuring--no way did they have any right to run my credit before the cancellation time---if I didnt cancel by that date then maybee---i would like an apology and to never ever be contacted by them again--I wouldnt get or want their windowns if they offered them for free---simply because their business practices are unethical and wrong!!!!

Business

Response:

Please accept my apologies for any inconvenience that you have experienced recently with Appleby Systems, Inc. We are committed to providing our customers with the highest standards of platinum service. Regretfully, we fell short in providing you with the level of service that you expected and deserved. Let me assure you that what happened in your case is not typical of Appleby Systems, Inc. I thank you for bringing this experience to our attention so we can ensure that proper protocol is followed for our future customers.

As a gesture of my sincere apology, I have enclosed a gift card for dinner out for you and a guest.

If you have Appleby Systems come out to your house for a sales presentation, Ask for Joe E[redacted]-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 outside.
I 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.

Review: Appleby Systems finished our basement. We already had the superior walls. They guaranteed the work. The flooring that they put down is starting to come up. My husband contacted them approximately 3 months ago by phone. A representative came out and told him they would repair the flooring and it would be a $100.00 service call. He never returned. I called the office and spoke with a young lady. She told me that she would look into the matter and get back with me. She never did. I then logged onto the Revdex.com website and sent an e-mail to Appleby Systems on Thursday, November 13, 2014 using the e-mail link [redacted]@applesys.com from the Revdex.com website. A representative from Appleby came to our home on Friday, November 14, 2014. He told my husband that because the flooring was come up in the middle of the floor, it could not be patched but would require removing the flooring starting from the wall and working towards the center. On November 15, 2014, I sent another e-mail to [redacted]@applesys.com inquiring as to what the next steps are to get the flooring repaired as promised by the company's guarantee. To date no one from Appleby Systems have contacted us to correct this situation.Desired Settlement: We would like for Appleby Systems to stand by their product/guarantee and repair our flooring.

Business

Response:

In response to the above complaint, I sincerely apologize for the lack of communication and delay experienced with this service request. Jason, the first service technician that met with the [redacted]'s resigned his position in August, which may have accounted for the delay in ordering materials and subsequent scheduling for the repair. We do strive at Appleby Systems, Inc. to provide our customers with exceptional customer service. Regretfully, It seems that we fell short with providing the level of service that they expected and deserved. We completed service on 12/5/14 tearing up the existing floor that was damaged, and replacing with new tiles. Appleby shall remain committed to perform any future service, should the need arise, in accordance with the terms of the contract and product warranty.

Thank you for choosing Appleby. Systems ,we will come out give you a quote and tell you what we are going tod o to sell the job !! Then when we do the installation we will do a basic installation ,smoke in your house not finish putting up your moulding or put your baseboard heating system back the way we found it !!! But when you call we will then tell you we generally don't do that and we don't recommend it after their representatives said this is what we do ? Are they friendly yes ,is the job done as discussed no ,Will there be any resolution ?I don't think so the installation person was in such a rush to leave he wasn't worried about what the job at hand was he was to busy planning hi job in Allentown for the next day !!! Thank you appleby systems I will be sure to call you next time I need something done at my house and probably recommend you to all my friends !!! Because when you do a good job you tell a friend ,do a bad job you tell everyone !!! Thank you Bryan G[redacted]

I was very pleased with the installation of my new Appleby windows. They did an awesome job.

Review: There are plenty of comments that I would love to add on your customer service satisfaction survey. I will give you step by step the problems that occurred with your company to see that this will not happen in the future with your potential customers.

We met with the sales representative in Dec 2012 and decided to go with your company for the renovation of our bathroom. We were told that the team could install our vanity and medicine cabinet for an extra $250.00. My fiancé was to put in the flooring. We were also told that this wasn’t going to be done until March 2013 and we had enough time to buy the other things for the bathroom renovation. It was also to be done in 2 days and we would be able to use the bathroom.

To our surprise we received a call in January letting us know that our tub was in and they wanted to set up a time to come and install it. Seeing as we were told it wasn’t going to be until March we had to rush out and buy a vanity, flooring, and medicine cabinet to all be installed on Jan 25th. We ultimately decided not to get a medicine cabinet and keep the one we had. My fiancé was told that the installation crew was to show up by 7:30 am on Jan 25th. I planned to be off work so that I could be home for this to be done. No one showed up until 8:40am. No phone call was made to me or my fiancé until right before then for directions to the house. I had called the office asking where the guys were and they said that no one ever shows up until 8 or 9. My question was, then why did they tell us 7:30am?

[redacted] and [redacted] were polite and courteous on arrival and came into the house to see where they would be working. They were shocked when we said they were supposed to install the vanity. They were also shocked at all the trim work they were going to have to do as well. They were never informed of any of this. [redacted] had said that another branch usually takes pictures of the space that needs to be done so they have an idea of what they are going to be working with, but he never seems to get anything like that from the [redacted] area. This was the first of several times they both had said the communication in your company was not very good.

When things got started, they were going good until that evening. [redacted] asked that we pick up shut off valves and spring hoses for the toilet and the vanity. I didn’t understand why we had to pay out of pocket for these things since we were already paying them to do the job. As a professional company, they should have already had the items and tools that they need to complete the job. We were informed by [redacted] that they would. I personally had to go to the hardware store 3 times and my fiancé once for the correct shut off valves. One of the reasons [redacted] didn’t want to go himself was because his license was suspended and he wasn’t supposed to be driving anyways!

After finally getting all of the right parts for [redacted], on day two he finally installed the toilet and vanity. Again we were told in the beginning this was only going to take two days max. It was still not done on day two. After [redacted] was finished on day two he said we could use everything, but the shower since it needed to seal. After using the toilet, it leaked all over the brand new flooring we just put in. This actually happened on two separate occasions. Since the first toilet bowl was cracked (which was another huge problem and disappointment) it had to be replaced. [redacted] came back to fix it the second time and again did not tighten the toilet down and this was the second leak ALL OVER THE FLOOR. The toilet rocked back and forth on both occasions since it was set wrong and that was also supposed to be fixed. The second time when [redacted] came back to fix the toilet not only did it leak all over, but he didn’t finish the job like he was told to and said he would come back the next day since he had to run to Lowe’s or Home Depot to grab more supplies (once again not prepared for the job and was not told what he would need seeing the lack in communication your company has).

Another problem and lack of communication was on the shower caddy for the back corner. This was discussed with [redacted], the sales representative, and he said it was standard for the shower to come with a two shelf caddy. I asked if we could do a three shelf caddy (for which he charged us an extra $100) and he said they would be able to do anything we asked. After [redacted] assessed the bathroom he said we could not get the caddy that we ordered seeing as it goes the entire way to the ceiling and our walls were not. We told [redacted] that we didn’t want the walls of the shower to go the entire way to the ceiling on our first and only meeting. Why was this not passed along with our paperwork? [redacted] put in a different three shower caddy that we did not like for the time being. It was eventually changed to another one that looked much better and had more storage for which we were thankful for. However, when [redacted] put the second caddy in, he used the wrong color caulking and you could see the black tape underneath. He assured me that it when it dried you would not see the black, but he was wrong. The work was disappointing. [redacted] eventually came back to fix the caulking, but again you can see the black tape. My question. . . why would you caulk over the other caulking and not just take it down, strip it, and redo the caulking? Now it looks horrible and needs to be redone AGAIN. I feel as though if the people working for this company would do the job right the first time, this would not have been drug out for 6 WEEKS (when it was supposed to take two days).

Our experience started great with your company, but was all downhill from there. My fiancé was told that he was the most difficult customers they ever dealt with and that they would never do business with us again. I have never been so disgusted with a company in my life. You won’t have to worry about us EVER doing business with your company again or anyone we know. My fiancé and I both work in fields of customer service and this display your company set forth was disgraceful. The things we asked for were not unreasonable at all seeing as we are paying YOU to do a job and expect it to be done CORRECTLY. If you were asked to spend the amount of money that we were, you would feel the same way. It felt like everything was half assed and should have been done the correct way the FIRST time instead of having to redo parts of the project. We will NEVER recommend your company to anyone we know in the [redacted], and [redacted] area. There needs to be better communication between the people in your company. It seems to me that no one knows what they are doing and for the owner to say something like that to my fiancé was the cherry on the sundae so to speak. Your customer service is a joke and seriously needs to be re-evaluated.Desired Settlement: We would like an adjustment in our final price of the entire bill with a refund. All of the problems that came of this project were the caused by the company. We should not have to pay out of pocket for their mistakes.

Business

Response:

I am writing in response to the complaint filed by our customers regarding their bath remodel. The unforseen circumstances and delays regarding their installation were very unfortunate and clearly not the norm. Appleby will certainly use your feedback to help improve our customer service. Regretfully, it seems that we fell short with provding them with the level of service that they expected and deserved. We have continously worked with them in an effort to provide a satisfactory resolution to their issues. We have ordered a new back wall that was scratched when the adhesive was removed and will then call to schedule a convenient time for installation. We have also reduced the contract price by $600.00 per a phone conversation on February 26, 2013. Once again we are sorry for the inconvenience and annoyance this has caused and will continue to provide any service needed in the future.

My in-laws had several companies out to visit them about work on their home. As an extra set of eyes and ears, my in-laws asked for both my husband and myself to be involved with the process.
My in-laws settled with Appleby Systems of York for many reasons; almost 40 years of proven work in the area, pricing and the people. The salesman was NOT pushy like the other companies and was very honest with price, time frame and with what had to be done. My in-laws actually didn't have to do as much work as the other companies stated, due to the honesty of our sales rep.
When it comes time to do any work on our home, we will be calling Appleby Systems.

Review: On Monday 8/11 we had a Sales person name chuck along with a trainee come to my house and provide a presentation about their windows. After a 2.5 hour presentation (which was way to long) this gentleman advised us that for the windows we wanted it would be about $8000 and if we financed them the payments would come out to be about $280 a month. For fairly new home owners on a very tight budget this would never meet our budget under any circumstances. He then insisted that IF I buy that night he would give them to me for $6000 and I could finance them for about $60 a month which was a little more reasonable.

Although I stated that new price was more affordable for us but it just was still not in out budget at the moment. As soon as we said we cannot afford to buy at the moment the sales persons attitude did a completele 180. At which time he proceeded to debate myself and my wife about how he just cannot believe we are passing up such a "great" opportunity. He made us feel as if we were "stupid" for not buying at the moment and made us feel bad. He proceeded to ask us why we wouldn't buy tonight. And when we said we just cannot afford the monthly payments he told us that we could buy these windows and since they are a necessity for a house I "technically" don't have to make payments because they cannot send it to collections. Although he failed to mention that not making payments would still in the end hurt my credit. What kind of selling point is that? Buy now but no need to pay. What if I would have signed up and bought these windows under that pretext? Luckily I knew that non-payments (collections or not) would ultimately still hurt my credit.

He continued to ask us why we wouldn't by over and over and over again. He insisted on asking if it was the price. My wife and I both agreed $6000 for the product is worth it but said no because we just cannot afford the monthly payment at the moment. He continued to be so persistent about us not buying now because of the price. He stated he NEEDED an answer as to why we are not buying so he good tell his boss. He stated that we'll continue to pay PECO for drafty windows but not Applyby for their windows to save money in the long run. With a mortgage, family and other bills I have to live in the now and not long term (at least for the time being).

He then advised us that he has a degree in psychology and started to pressure us using reverse psychology. At which point him and my wife almost got into a heated argument. I mean really? At this point his trainee looked super uncomfortable. I then said the final answer is NO not tonight. He barely said goodbye to me, never said anything to my wife on the way out, threw his bent business card onto my kitchen table. It was truly the most uncomfortable, unpleasant, dissatisfying experience I have ever encountered with a company and Sales person.

Since this happened I spoke to 2 people from the company both of which barely listened to my story (but did apologize) and said they would address it. But how can you address it when you don't know the entire story. Both individual made me feel rushed in explaining my story.

Between the Sales Person and this so called "one time" offer that I guess ill never be entitled to again since I didn't buy on Monday night I have to say this was the worst experience to date.

I admit the product the demonstrated looked reliable and top of the line but no matter how good the product no one should feel disrespected or insulted in their own home especially by a Sales person

Business

Response:

I want to assure you that I have read your complaint and take the issues that you have raised seriously. Appleby will certainly use the experience to help us train our sales representatives. We have addressed this lack of professionalism with the sales representative involved and can assure you that this kind of behavior will not be tolerated in the future. Unfortunately, I realize that this does not help in your situation and wanted you to know that I am sorry that your experience was disappointing. Once again, I apologize for the inconvenience and annoyance this has caused.

Sincerely,

Patricia *. S[redacted] Corporate Administrator

My husband and I are very pleased and satisfied with our new door from Appleby; their product quality, and workmanship are outstanding. Three years ago we had all of our windows replaced by Appleby and they are just as beautiful and easy to clean as ever. Although rather expensive, we are very glad we bought Appleby windows and recently, a new door! Their sales and service are very professional and we do highly recommend Appleby Systems products.

Review: Appleby System sent a sales person out to sell Windows. After hearing the price, I suggested that I need some time to discuss this with my family. The sales rep told me that is perfectly fine and asked that I contact him the following week to confirm. I then received a call from Appleby on Monday telling me that my windows are ready. I then said that I'm still considering and did not authorize anyone to process credit on my behalf. They applogized and send someone out to give me paper to cancel the request. The 2nd sales person came out and again tried and tried to sell me windows. At that time I got very annoyed and asked for the cancellation paper work. He then left and never presented anything and also ran my credit report without my authorization. They are very sleezy.Desired Settlement: I'm just afraid that they might try to bill me for window that I did not order. I would also like them to remove the inquiries(5) from my credit file which lowered my credit and caused me to get a higher interest rate with my recent car loan.

Business

Response:

I am writing in response to the complaint filed by [redacted] with your agency. On 6/21/13 [redacted] signed a contract with our company to purchase custom replacement windows. A credit application was also signed at that time giving Appleby Systems authorization to check credit and employment in order to obtain financing. I have included a copy of this, as well as our contract. On 6/24/13 our processors pulled a credit report and sent the information to one of our lenders for approval. Appleby only pulled their credit report one time, as well as the lender who approved her financing. Since our construction department never performed a site inspection, the windows were never ordered and her contract was cancelled on 6/27/13.

Consumer

Response: