Appleby Systems

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

August 28, Dear [redacted] :Appleby Systems, Incis 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 unreasonableHe asks Appleby Systems Incto honor what he claims was a verbal price quoted for work that would result in a significant loss to Appleby Systems, Incnot to mention some of which is not in our current product offering (i.eskylights)Also, [redacted] asks us to honor financing terms that we have no control overAppleby Systems, Incis not a lender and only acts as a liaison between several 3rd party lenders with which we have contractsAny financing application would also have been subject to approval by the lenderHad [redacted] entered into a contract with Appleby Systems, Inc., that contract would have been subject to a day cancellation period as required by law during which time [redacted] would have been able to do his due diligenceAppleby Systems, Inchas 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 reflectWe believe our representative did a poor job as evidenced by the fact that [redacted] is dissatisfiedWe have taken steps to retrain our representative on financing and pricing as well as product knowledgeHe has also been given a verbal warning.Regarding the day price match, Appleby has been offering this benefit for yearsThis guarantee is not an additional cancellation periodThe price match is given only when a contract is executed and the time period starts from the date of the contractThe 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 competitorIf [redacted] had contracted with us he would have been given all the documentation he neededIf the customer can find a better price we match itAppleby Systems, Inchonors its price match guarantee and I don’t believe we have ever had a complaint regarding this benefitAppleby Systems, Incbelieves this to be a sound practice; nevertheless we will incur the expense to once again have it examined by our attorneyIf this was misrepresented by our representative and by his manager I personally apologizeBoth have been retrained on the guarantee and verbally warned by me.Regarding pricing, Appleby Systems, Incdoes not advertise the price of products or “packaged” jobsWe have sales and promotions which vary from month to month and typically range from 5% to 20% savingsAll of our offerings and projects are custom and no two jobs are identicalWe provide pricing guides and extensive training on how to properly price a projectParticularly 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 doneWe 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, Incmade 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 yearsWe 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 itI wish [redacted] all the luck and good fortune in his endeavor to improve his home.Respectfully,John KPresident/Owner

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

[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 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/ 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]

Without a doubt very good experience dealing with everything The only shock to us was the price of everything but after more research and seeing the windows in operation and how they are made it was definitely worth it From the start everyone was very professional and polite Addressed our concerns about everything and worked with us to find the best financing availablento meet our payment requirements Brian and Stephen I beleive it was came to our house after we wanted to cancel the work request and worked through our concerns and met our needs exactly as we needed Everyone is very knowledgeable about the products and had answers right awayThey originally told us the installation for windows would take all day The installrr arrived on time and was done hours early Best part was we have an old house with led paint everywhere They covered the inside of the windows and nearly nothing came inside Very clean and very professional Definitely recommend them to anyone

Please accept my apologies for any inconvenience that you have experienced recently with Appleby Systems, IncWe are committed to providing our customers with the highest standards of platinum serviceRegretfully, 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

Please accept my apologies for your recent experience with Appleby Systems, Inc As our sales representatives work on commission , I understand that they can sometimes be persistentHowever in your case itheir behavior was not in accordance with Appleby standardsUnfortunately, I realize that this does not help you and wanted you to know that I am sorry your experience was disapointingI have addressed your situation with the sales representatives involved, and will certainly use this complaint to help us improve our customer service Once again, I am sorry for the inconvenience and annoyance this has caused and hope you will give us the opportunity to serve you in the future Patricia *S*** Director of Finance

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 positionI have enclosed a copy of this service ticket which states that there was a service to be completed from 3/9/ I apologize for this oversightWe have ordered the two new screens and will schedule an appointment to complete the trim and touch up when they arrive at our warehouseOur manager also spoke with the [redacted] 's and explained the manufacturing of the beige windowsAt that time he offered a $2,discount for the purchase of a new roofWe are sorry for the misconceptions with regard to our manufacturing process but will remain committed to performing any future service should the need arise

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 disappointingOnce again, I apologize for the inconvenience and annoyance this has caused Sincerely, Patricia *S [redacted] Corporate Administrator

We are very pleased with Appleby's Company, from sales to the service employees they all are very experienced in their jobs Love our new Windows