We have received your correspondence regarding the home of Mr***. He spoke with our offices on 12/and the claim was approved at that time. It is expected that the units will be produced and shipped out in January.If we can be of further assistance, please let us know
We have received your correspondence regarding the windows installed on the home of Mr***.Once our evaluation of this matter was completed, it was recognized that he had a new construction window (performance series) installed in Based on the terms of that warranty, there was no
coverage available for the second owner Accordingly his claim was denied.A sample copy of the applicable warranty will be attached.If we can be of further assistance, please let us know
We have received your correspondence regarding the home of Mr***.As stated by Mr***, a claim was filed and approved by our offices The windows did ship out in early June and are currently at our Alside Center in Birmingham awaiting pickup.That location contacted the homeowner to
alert him they had arrived in the 2nd week of June and again last week, but has not received a reply.At his leisure, he can contact them at *** to arrange the pickup They know his sashes as claim#*** or ** ***. If we can be of further assistance, please let us know
We have received your correspondence regarding the windows installed on the home of Mr***
AMI did purchase the Revere brand name, but not all windows sold by local Revere centers were made by RevereOnly those windows maintained warranty coverage and it was initially believed Mr***'s
windows were not coveredWe have since re-evaluated that decision and, as mentioned by the homeowner, reversed itWe now believe his windows will be covered by our warranty
However, his Revere warranty does not provide lifetime labor - only material coverage
We have last spoken with Mr*** on 7/and have asked him which portions of each unit he requiresOnce that information has been received, we will arrange for the needed units to be produced and shipped to our local distribution center where he can pick them up and install them at his leisure
If further information is needed from us, please let us know
Initial Business Response /* (1000, 5, 2015/08/17) */
We have received your correspondence regarding the home of Mrs***
This claim was approved for the homeowner's choice of replacement or a settlement equivalent to our replacement costsThe replacement option indicated that it would take
significant time to complete, but was accepted by the hoemowner nonethelessHowever, they did not send their check and acceptance form until January of It was not sent in August of as they noted
At present, we have an approved bid from a contractor and are ready to proceed with the replacement processHowever, we emailed the hoemowner on 8/in reply to an email they sent to usWe indicated that we would still need to have the materials produced and shipped - that process will take 4-weeksOnce delivered, the contractor can schedule the job around their workloadFurther, we indicated that the settlement would stil be available as an option as originally presentedWe are awaiting their reply
If they elect for replacement, we will order the material and have it produced and shipped as soon as we canWe have no reason to belive the job can not be done in the calendar year 2015, provided the contractor's schedule permits, and there are no unforseen circumstancesIf they elect for the settlement, we would offer them, as we originally did, $However, we would also refund their $for a total of $They would only need to sign the original settlement form and return it to us (a copy can be provided as needed)
We are anxious to order the material now that we have an approved bid from a valid contractor, but will await word from the homeowner before doing soOnce the material has been ordered, the settlement will no longer be available
If you need anything further from us, please let us know
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they have never responded to any of our phone calls or emails in a timely mannerThere response was January 1, who does business eight months later and we are going into September and still no response or reimbursementI don't know how they stay in businessTheir response to you was lame! Most of it was inaccurateWill not buy their product ever and will not replace the bad siding with their productHave you ever seen the ad on TV about the guy talking to someone in Siberia, that's how we feel
Who are they kidding another 4-weeks and then when a contractor has time! That would put us to the middle or end of October and around here it starts to get bad weather They haven't responded to us by letter about a reimbursementYou figure!
I am rejecting this response because:
I have ask Dana M*** a few times to help me with filing a window claim by sending me the forms or telling me how to start the process and she just responds with file a claim As far as making this process drag out and making this whole process prolonged she has been a great help for that. I want some resolution of our faulty windows and I have not received what we requested and their company has not helped with getting us a window claim.This is why I filed a report because I want others who are thinking of doing business with this window company to see how their customer service is and rethink their window company option This is has been over 6mos of ongoing window issues and their reps ordering wrong parts, measuring inaccurately and not being available on the customer service end
We have received your correspondence regarding the window on the home of *** ***.Our records verify that a claim was made with our offices which resulted in us providing a new seat-board for the window. That claim revealed a concern with the bay unit seat that was warranted and thus
the claim was approved. The applicable warranty only covered labor for the first year after installation so this approval was for the material only.Another claim was made with our offices earlier this year. That claim was denied as our representatives were not able to locate any manufacturing problems with the claimed units. The manufacturer's warranty only covers manufacturing concerns. Since none were located, the claim was denied.If we can be of further assistance, please let us know
We have received your correspondence regarding the home of *** ***.We spoke with this claimant on 7/and discussed two aspects of the claim One - there are seal failures on the home - these are covered under her warranty We will provide the needed glass/sashes for the repairs to
be done, but can not provide the labor.Two - there is a complaint about rust The pictures submitted do not indicate rust, so we requested she provide an inspection verifying that complaint so we can proceed to evaluate the matter under warranty This inspection would be at her cost as it is not covered by her warranty If it is found that a manufacturing issue exists which is covered, we will provide that coverage Without the inspection, or some additional information to validate the claim, we would deny this portion of her request.If additional information is needed, please let us know
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. If the windows are not produced/received early next year, would I open a new complaint or will this one stay active? Thank you for all your help!***
I am rejecting this response because: Repair is not yet completedAPpreciate that Asso Materials noted thisScheduled for install Thursday March Again, I had to call/followup on this situation as the installer was given a work order that a "window" was to be installedIt is NOT a window, it is a piece of Patio door glassInstaller, Brian that called was under the impression he was installing a "window" which concerns meAccording to the installation company, the order was given to them from associated materials as a "window." I asked them to tell me the dimensions, and they were larger than a "window", Dimensions corresponded with a Patio door glass sizeHoping the window/patio door glass fits and is installed properly
We have received your correspondence regarding *** ***'s window claim.As indicated by the claimant, we had believed that an email would be sent with the full cost estimate details showing her expected cost for the replacement glass unit.However, there were additional window details (needed for
ordering) that we were having difficulty gathering form our archives. This information was gathered last week and the cost estimate will be sent to the homeowner this week by email. There is indeed a pro-rated cost as indicated in her original warranty and our email will explain that cost.We would encourage her to contact us Friday 3/if she does not yet have an email from us - it is conceivable our emails to her are being filed in a junk folder and perhaps we will need to mail our offer.If we can be of further assistance, please let us know
Initial Business Response /* (1000, 5, 2015/07/16) */
We have received your correspondence regarding the home of Mrs***
The complaint filed by the homeowner was for fadingWe tested the submitted panels and they did not meet the level of fading required by the warranty to be considered
excessiveIt should also be noted that any product from only had fade covereage for yearsThe nail ghosting observed is also not covered under the terms of our warranty and is not related to a manufacturing problem on the siding itself
Accordingly, with no manufacturing issues present, we had no choice but to deny the claim
If we can be of furrther asisstance, please let us know
Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was told to us by *** when we bought this siding that it would never fade and had a lifetime warranty that is the only reason we bought this siding it was never disclosed to us that there was only a yr fade warrantyAnd also since I had to send Alside , 2' pieces of siding for over a year I have had open holes on the side of my house that has had to be covered with trash bags because neither piece was ever returned
Final Business Response /* (4000, 10, 2015/07/29) */
We have received your most recent correspondence regarding the *** home
Our position on the claim has not changed as no new evidence was providedWe were unable to find any warranted problems with her siding and her claim was appropriately denied
The two submitted panels should have been returnedFailing that, we will arrange for replacement panels to be provided to replace those sent in for testing
If we can be of further asisstance, please let us know
We have received your correspondence regarding the window repairs needed on the home of Mr***.As stated by the claimant, this claim was approved and we agreed to provide materials and conduct labor. The glass was ordered and the job was assigned to a local contractor. Through
some shipping error the glass did not arrive as expected. It was believed re-routed to one of several other local drop off sites, but was never located. We are left with no choice but to re-order the glass. As this will take 2-weeks, we were hoping to avoid that step, but as time has continued to elapse with no results, this would seem the best option for the claimant. Unfortunately, we can not provide a specific date for the repair at this time. There are too many variables that determine that date/time. We will notify the local provider of our intentions and they will contact the claimant when they have the glass to schedule the appointment from there.If we can be of further assistance, please let us know
Initial Business Response /* (1000, 5, 2016/06/22) */
We have received your correspondence regarding the window installed on the home of *** ***
The information submitted by the homeowner (including the inspection) was evaluated by our staffIt was determined that no manufacturing
defects were present on the units and the claim was accordingly denied
If we can be of further assistance, please let us know
Initial Consumer Rebuttal /* (3000, 7, 2016/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with the response from Associated Materials because no one from Associated Materials/Alside was even willing to come and inspect the window unitAll we were ever told was to have a local contractor come and inspect the window and write a report, which we didI received the name of the Alside area representative (Jay) from ***, contacted him twice, and neither time did we ever receive a call backWe wanted him to come and inspect the window unit alsoWe also had *** inspect the window unit, and also agreed with us that that the seals on all the window pains are failingWe will definitely not refer anyone to Associated Materials for windows in the futureWe originally had Alside windows installed at our previous address from ***, and were very satisfied with themWe then referred my parents and my parent-in-laws to Alside, and they had new windows installed in their homes as well from ***We then bought the home we currently are in and had Alside windows installed (by ***)However, due to being very dissatisfied with the product, as well as the lack of customer service (no call backs) and lack of thoroughly investigating our claim (no one from Alside even wants to come and inspect their own product)I do not know how a company can say there are no manufacturing defects when the seals have been progressively failing, we have significant icing on all five sections of the window, have had the hermetic seal fail three times on one section of the window, and is extremely cold by that particular five lite bow window and no where else in our homeI am extremely disappointed in Associated MaterialsNever once have I ever contacted the Revdex.com regarding a product, but thought it was absolutely necessary in regards to this lengthy issue we have had with our window
Final Business Response /* (4000, 9, 2016/06/28) */
We have received the newest response from *** ***
There was no new information provided by the claimant for us to evaluate so our position on the claim must remain
Since the warranty only covers manufacturing issues and none were located on the homewe must maintain our denial of the claim
Initial Business Response /* (1000, 5, 2016/01/05) */
We have received your correspondence regarding the home of *** ***
Our review of the submitted pictures indicated that the fading on the front and right sides of the home and garage was significant and these walls were accordingly
approved for replacement under the warranty termsIn addition to the replacement offer, we provided a settlement option equivalent to our expected costs to complete said repairOur settlement offer has no relation to their original purchase price
Mrs*** had submitted additional pictures attempting to gain approval on additional walls of her home but those received by our offices do not show the same level of fading as the front and rightAccordingly the additional walls were denied
We recognize that the color on the *** home has been discontinued and our warranty provides that a substitute color may be used in such an instanceIt does not provide for full home repair
At this time, we stand by the offers presented to Mrs***She may elect to accept replacement or the settlement option as offeredIt should be noted that accepting the settlement maintains her warranty coverage on the back and left walls of her home/garage
If we can be of further assistance, please let us know
Initial Consumer Rebuttal /* (3000, 7, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are correct in stating that the back walls of the home do not show "the same level of fading"But they DO show considerable fadingThe warranty states that the fading will not be "in excess of Hunter E Units"Yet they are basing their decision on a photograph, and not any type of device that measures "Hunter E Units"The photo clearly shows more fading on the back wall than any homeowner would acceptIf they were to show this (back wall) photo to a prospective consumer and tell them this is the amount of fading that will occur in years, there is no way they would be selling any of this sidingI feel they are using this claim that the back wall is acceptable as a poor excuse to save themselves the cost of fixing our homeIf the warranty uses the Hunter E Unit measurement as a determination of replacement, then they should be using a better method of measuring that than a simple photographI have attached the photo of the back wall hereKeep in mind the front and right sides of house and garage are faded considerably more than this wallNOne of the siding is anywhere close to the color we purchased
Final Business Response /* (4000, 9, 2016/01/07) */
We have recived the newest submission from Mrs***
However, our position on her claim remainsThe fade depicted would not exceed the warranty requirement for excessive fading
We stand by our offers to the homeowner for the two affected walls
I am rejecting this response because:
The response on the Revdex.com site is news to us as they did not request warranty label information in our dialog on 05/18/They said we needed to measure the windows since they cannot find our window order informationWe requested an email clarification of what we are to measure on the windowsThey sent us an email requesting us to measure the windows “frame to frame” on 05/18/Our response was to request a diagram of what we were to measure as we did not understand “frame to frame”We took the initiative to stop at their local Alside window location and asked them for clarification as to what “frame to frame” meantThe local Alside people I spoke with could not understand what “frame to frame” meant eitherWe have requested clarification as to what we are to measure in several emails to the business without a response that clarifies what we need to measure to make sure we are doing the measurements correctlyWould it be possible for someone from the local Alside location come to our home and take all the information/data and move this forward? This Alside location is only about (15) minutes away from our home
I am rejecting this response because:
Bob J*** was aware of our continued problems in regard to the shipment of multiple defective windows. After our initial conversation with MrJ***, he refused to answer any and all forms or further correspondence. We reached out via phone and email multiple times which resulted in no response. I ask that a member of management phone me at *** *** for further discussion
We are confident that the Window World store would have resolved this situation properly and professionally They are well known for their superior customer service We have been honest in our replies and will continue to be if further communication is required for this matter As we have indicated to the claimant previously - if they have additional concerns, we encourage them to reach out to the Window World store directly
Initial Business Response /* (1000, 5, 2016/01/26) */
We have received your correspondence regarding the home of Mr***
Our offices approved repair of up to feet of J-ChannelOur inspection and pictures returned evidence of failure around 4-windows and a doorOur intent is to
repair any J-channel which has faded significantly as determined by the applicable warranty terms
We have had difficulty in locating a contractor in the area who is interested in the job but will continue to pursue the repair until it has been completed
If we can assist further in this matter, please let us know
Initial Consumer Rebuttal /* (3000, 12, 2016/03/17) */
***Document Attached***
Dear Revdex.com/ MsDana M*** (CS/Warranty)
I filed a complaint with Associated Materials a few months ago , they have since repaired the J-Channels but broke several pieces of siding and j-channels in the processPresently the back of the house needs the siding replaced since the siding has faded and can't be matchedI was told last month from Associated materials warranty Division they would rectify the situation but I have not heard back from anyone, I've called and emailed several times to no avail
I have a couple of concerns:
I never heard back from Revdex.com with the companies response, please send if possible
Do I add this above to the original complaint if it's still open or file a new complaint?
I have not signed off of completion with Alside, I want to make sure issues are fixed before contractor is paid
Regards,
*** ***
***
***-C
***-H
***
Final Business Response /* (4000, 17, 2016/03/29) */
We have received your latest correspondence regarding the *** home
Our offices exhausted every possibility in seeking replacement material for the broken siding panelsHowever, we were unable to locate any material in the Ivy color or anything even close to itAccordingly, we reached out to the homeowner last week and offered to replace all of the siding on his house in a color of his choosingWe have not heard back from him since that call was placed 3/
We will be sending him this same offer in writing later today in hopes of gaining a reply with his approval and a color selection
If we can be of further assistance, please let us know
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I have subsequently received the quote for the three window sashes I requested. Thank you
We have received your correspondence regarding the home of Mr***. He spoke with our offices on 12/and the claim was approved at that time. It is expected that the units will be produced and shipped out in January.If we can be of further assistance, please let us know
We have received your correspondence regarding the windows installed on the home of Mr***.Once our evaluation of this matter was completed, it was recognized that he had a new construction window (performance series) installed in Based on the terms of that warranty, there was no
coverage available for the second owner Accordingly his claim was denied.A sample copy of the applicable warranty will be attached.If we can be of further assistance, please let us know
We have received your correspondence regarding the home of Mr***.As stated by Mr***, a claim was filed and approved by our offices The windows did ship out in early June and are currently at our Alside Center in Birmingham awaiting pickup.That location contacted the homeowner to
alert him they had arrived in the 2nd week of June and again last week, but has not received a reply.At his leisure, he can contact them at *** to arrange the pickup They know his sashes as claim#*** or ** ***. If we can be of further assistance, please let us know
We have received your correspondence regarding the windows installed on the home of Mr***
AMI did purchase the Revere brand name, but not all windows sold by local Revere centers were made by RevereOnly those windows maintained warranty coverage and it was initially believed Mr***'s
windows were not coveredWe have since re-evaluated that decision and, as mentioned by the homeowner, reversed itWe now believe his windows will be covered by our warranty
However, his Revere warranty does not provide lifetime labor - only material coverage
We have last spoken with Mr*** on 7/and have asked him which portions of each unit he requiresOnce that information has been received, we will arrange for the needed units to be produced and shipped to our local distribution center where he can pick them up and install them at his leisure
If further information is needed from us, please let us know
Initial Business Response /* (1000, 5, 2015/08/17) */
We have received your correspondence regarding the home of Mrs***
This claim was approved for the homeowner's choice of replacement or a settlement equivalent to our replacement costsThe replacement option indicated that it would take
significant time to complete, but was accepted by the hoemowner nonethelessHowever, they did not send their check and acceptance form until January of It was not sent in August of as they noted
At present, we have an approved bid from a contractor and are ready to proceed with the replacement processHowever, we emailed the hoemowner on 8/in reply to an email they sent to usWe indicated that we would still need to have the materials produced and shipped - that process will take 4-weeksOnce delivered, the contractor can schedule the job around their workloadFurther, we indicated that the settlement would stil be available as an option as originally presentedWe are awaiting their reply
If they elect for replacement, we will order the material and have it produced and shipped as soon as we canWe have no reason to belive the job can not be done in the calendar year 2015, provided the contractor's schedule permits, and there are no unforseen circumstancesIf they elect for the settlement, we would offer them, as we originally did, $However, we would also refund their $for a total of $They would only need to sign the original settlement form and return it to us (a copy can be provided as needed)
We are anxious to order the material now that we have an approved bid from a valid contractor, but will await word from the homeowner before doing soOnce the material has been ordered, the settlement will no longer be available
If you need anything further from us, please let us know
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they have never responded to any of our phone calls or emails in a timely mannerThere response was January 1, who does business eight months later and we are going into September and still no response or reimbursementI don't know how they stay in businessTheir response to you was lame! Most of it was inaccurateWill not buy their product ever and will not replace the bad siding with their productHave you ever seen the ad on TV about the guy talking to someone in Siberia, that's how we feel
Who are they kidding another 4-weeks and then when a contractor has time! That would put us to the middle or end of October and around here it starts to get bad weather They haven't responded to us by letter about a reimbursementYou figure!
I am rejecting this response because:
I have ask Dana M*** a few times to help me with filing a window claim by sending me the forms or telling me how to start the process and she just responds with file a claim As far as making this process drag out and making this whole process prolonged she has been a great help for that. I want some resolution of our faulty windows and I have not received what we requested and their company has not helped with getting us a window claim.This is why I filed a report because I want others who are thinking of doing business with this window company to see how their customer service is and rethink their window company option This is has been over 6mos of ongoing window issues and their reps ordering wrong parts, measuring inaccurately and not being available on the customer service end
We have received your correspondence regarding the window on the home of *** ***.Our records verify that a claim was made with our offices which resulted in us providing a new seat-board for the window. That claim revealed a concern with the bay unit seat that was warranted and thus
the claim was approved. The applicable warranty only covered labor for the first year after installation so this approval was for the material only.Another claim was made with our offices earlier this year. That claim was denied as our representatives were not able to locate any manufacturing problems with the claimed units. The manufacturer's warranty only covers manufacturing concerns. Since none were located, the claim was denied.If we can be of further assistance, please let us know
We have received your correspondence regarding the home of *** ***.We spoke with this claimant on 7/and discussed two aspects of the claim One - there are seal failures on the home - these are covered under her warranty We will provide the needed glass/sashes for the repairs to
be done, but can not provide the labor.Two - there is a complaint about rust The pictures submitted do not indicate rust, so we requested she provide an inspection verifying that complaint so we can proceed to evaluate the matter under warranty This inspection would be at her cost as it is not covered by her warranty If it is found that a manufacturing issue exists which is covered, we will provide that coverage Without the inspection, or some additional information to validate the claim, we would deny this portion of her request.If additional information is needed, please let us know
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. If the windows are not produced/received early next year, would I open a new complaint or will this one stay active? Thank you for all your help!***
I am rejecting this response because: Repair is not yet completedAPpreciate that Asso Materials noted thisScheduled for install Thursday March Again, I had to call/followup on this situation as the installer was given a work order that a "window" was to be installedIt is NOT a window, it is a piece of Patio door glassInstaller, Brian that called was under the impression he was installing a "window" which concerns meAccording to the installation company, the order was given to them from associated materials as a "window." I asked them to tell me the dimensions, and they were larger than a "window", Dimensions corresponded with a Patio door glass sizeHoping the window/patio door glass fits and is installed properly
We have received your correspondence regarding *** ***'s window claim.As indicated by the claimant, we had believed that an email would be sent with the full cost estimate details showing her expected cost for the replacement glass unit.However, there were additional window details (needed for
ordering) that we were having difficulty gathering form our archives. This information was gathered last week and the cost estimate will be sent to the homeowner this week by email. There is indeed a pro-rated cost as indicated in her original warranty and our email will explain that cost.We would encourage her to contact us Friday 3/if she does not yet have an email from us - it is conceivable our emails to her are being filed in a junk folder and perhaps we will need to mail our offer.If we can be of further assistance, please let us know
Initial Business Response /* (1000, 5, 2015/07/16) */
We have received your correspondence regarding the home of Mrs***
The complaint filed by the homeowner was for fadingWe tested the submitted panels and they did not meet the level of fading required by the warranty to be considered
excessiveIt should also be noted that any product from only had fade covereage for yearsThe nail ghosting observed is also not covered under the terms of our warranty and is not related to a manufacturing problem on the siding itself
Accordingly, with no manufacturing issues present, we had no choice but to deny the claim
If we can be of furrther asisstance, please let us know
Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was told to us by *** when we bought this siding that it would never fade and had a lifetime warranty that is the only reason we bought this siding it was never disclosed to us that there was only a yr fade warrantyAnd also since I had to send Alside , 2' pieces of siding for over a year I have had open holes on the side of my house that has had to be covered with trash bags because neither piece was ever returned
Final Business Response /* (4000, 10, 2015/07/29) */
We have received your most recent correspondence regarding the *** home
Our position on the claim has not changed as no new evidence was providedWe were unable to find any warranted problems with her siding and her claim was appropriately denied
The two submitted panels should have been returnedFailing that, we will arrange for replacement panels to be provided to replace those sent in for testing
If we can be of further asisstance, please let us know
We have received your correspondence regarding the window repairs needed on the home of Mr***.As stated by the claimant, this claim was approved and we agreed to provide materials and conduct labor. The glass was ordered and the job was assigned to a local contractor. Through
some shipping error the glass did not arrive as expected. It was believed re-routed to one of several other local drop off sites, but was never located. We are left with no choice but to re-order the glass. As this will take 2-weeks, we were hoping to avoid that step, but as time has continued to elapse with no results, this would seem the best option for the claimant. Unfortunately, we can not provide a specific date for the repair at this time. There are too many variables that determine that date/time. We will notify the local provider of our intentions and they will contact the claimant when they have the glass to schedule the appointment from there.If we can be of further assistance, please let us know
Initial Business Response /* (1000, 5, 2016/06/22) */
We have received your correspondence regarding the window installed on the home of *** ***
The information submitted by the homeowner (including the inspection) was evaluated by our staffIt was determined that no manufacturing
defects were present on the units and the claim was accordingly denied
If we can be of further assistance, please let us know
Initial Consumer Rebuttal /* (3000, 7, 2016/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with the response from Associated Materials because no one from Associated Materials/Alside was even willing to come and inspect the window unitAll we were ever told was to have a local contractor come and inspect the window and write a report, which we didI received the name of the Alside area representative (Jay) from ***, contacted him twice, and neither time did we ever receive a call backWe wanted him to come and inspect the window unit alsoWe also had *** inspect the window unit, and also agreed with us that that the seals on all the window pains are failingWe will definitely not refer anyone to Associated Materials for windows in the futureWe originally had Alside windows installed at our previous address from ***, and were very satisfied with themWe then referred my parents and my parent-in-laws to Alside, and they had new windows installed in their homes as well from ***We then bought the home we currently are in and had Alside windows installed (by ***)However, due to being very dissatisfied with the product, as well as the lack of customer service (no call backs) and lack of thoroughly investigating our claim (no one from Alside even wants to come and inspect their own product)I do not know how a company can say there are no manufacturing defects when the seals have been progressively failing, we have significant icing on all five sections of the window, have had the hermetic seal fail three times on one section of the window, and is extremely cold by that particular five lite bow window and no where else in our homeI am extremely disappointed in Associated MaterialsNever once have I ever contacted the Revdex.com regarding a product, but thought it was absolutely necessary in regards to this lengthy issue we have had with our window
Final Business Response /* (4000, 9, 2016/06/28) */
We have received the newest response from *** ***
There was no new information provided by the claimant for us to evaluate so our position on the claim must remain
Since the warranty only covers manufacturing issues and none were located on the homewe must maintain our denial of the claim
Initial Business Response /* (1000, 5, 2016/01/05) */
We have received your correspondence regarding the home of *** ***
Our review of the submitted pictures indicated that the fading on the front and right sides of the home and garage was significant and these walls were accordingly
approved for replacement under the warranty termsIn addition to the replacement offer, we provided a settlement option equivalent to our expected costs to complete said repairOur settlement offer has no relation to their original purchase price
Mrs*** had submitted additional pictures attempting to gain approval on additional walls of her home but those received by our offices do not show the same level of fading as the front and rightAccordingly the additional walls were denied
We recognize that the color on the *** home has been discontinued and our warranty provides that a substitute color may be used in such an instanceIt does not provide for full home repair
At this time, we stand by the offers presented to Mrs***She may elect to accept replacement or the settlement option as offeredIt should be noted that accepting the settlement maintains her warranty coverage on the back and left walls of her home/garage
If we can be of further assistance, please let us know
Initial Consumer Rebuttal /* (3000, 7, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are correct in stating that the back walls of the home do not show "the same level of fading"But they DO show considerable fadingThe warranty states that the fading will not be "in excess of Hunter E Units"Yet they are basing their decision on a photograph, and not any type of device that measures "Hunter E Units"The photo clearly shows more fading on the back wall than any homeowner would acceptIf they were to show this (back wall) photo to a prospective consumer and tell them this is the amount of fading that will occur in years, there is no way they would be selling any of this sidingI feel they are using this claim that the back wall is acceptable as a poor excuse to save themselves the cost of fixing our homeIf the warranty uses the Hunter E Unit measurement as a determination of replacement, then they should be using a better method of measuring that than a simple photographI have attached the photo of the back wall hereKeep in mind the front and right sides of house and garage are faded considerably more than this wallNOne of the siding is anywhere close to the color we purchased
Final Business Response /* (4000, 9, 2016/01/07) */
We have recived the newest submission from Mrs***
However, our position on her claim remainsThe fade depicted would not exceed the warranty requirement for excessive fading
We stand by our offers to the homeowner for the two affected walls
I am rejecting this response because:
The response on the Revdex.com site is news to us as they did not request warranty label information in our dialog on 05/18/They said we needed to measure the windows since they cannot find our window order informationWe requested an email clarification of what we are to measure on the windowsThey sent us an email requesting us to measure the windows “frame to frame” on 05/18/Our response was to request a diagram of what we were to measure as we did not understand “frame to frame”We took the initiative to stop at their local Alside window location and asked them for clarification as to what “frame to frame” meantThe local Alside people I spoke with could not understand what “frame to frame” meant eitherWe have requested clarification as to what we are to measure in several emails to the business without a response that clarifies what we need to measure to make sure we are doing the measurements correctlyWould it be possible for someone from the local Alside location come to our home and take all the information/data and move this forward? This Alside location is only about (15) minutes away from our home
I am rejecting this response because:
Bob J*** was aware of our continued problems in regard to the shipment of multiple defective windows. After our initial conversation with MrJ***, he refused to answer any and all forms or further correspondence. We reached out via phone and email multiple times which resulted in no response. I ask that a member of management phone me at *** *** for further discussion
We are confident that the Window World store would have resolved this situation properly and professionally They are well known for their superior customer service We have been honest in our replies and will continue to be if further communication is required for this matter As we have indicated to the claimant previously - if they have additional concerns, we encourage them to reach out to the Window World store directly
Initial Business Response /* (1000, 5, 2016/01/26) */
We have received your correspondence regarding the home of Mr***
Our offices approved repair of up to feet of J-ChannelOur inspection and pictures returned evidence of failure around 4-windows and a doorOur intent is to
repair any J-channel which has faded significantly as determined by the applicable warranty terms
We have had difficulty in locating a contractor in the area who is interested in the job but will continue to pursue the repair until it has been completed
If we can assist further in this matter, please let us know
Initial Consumer Rebuttal /* (3000, 12, 2016/03/17) */
***Document Attached***
Dear Revdex.com/ MsDana M*** (CS/Warranty)
I filed a complaint with Associated Materials a few months ago , they have since repaired the J-Channels but broke several pieces of siding and j-channels in the processPresently the back of the house needs the siding replaced since the siding has faded and can't be matchedI was told last month from Associated materials warranty Division they would rectify the situation but I have not heard back from anyone, I've called and emailed several times to no avail
I have a couple of concerns:
I never heard back from Revdex.com with the companies response, please send if possible
Do I add this above to the original complaint if it's still open or file a new complaint?
I have not signed off of completion with Alside, I want to make sure issues are fixed before contractor is paid
Regards,
*** ***
***
***-C
***-H
***
Final Business Response /* (4000, 17, 2016/03/29) */
We have received your latest correspondence regarding the *** home
Our offices exhausted every possibility in seeking replacement material for the broken siding panelsHowever, we were unable to locate any material in the Ivy color or anything even close to itAccordingly, we reached out to the homeowner last week and offered to replace all of the siding on his house in a color of his choosingWe have not heard back from him since that call was placed 3/
We will be sending him this same offer in writing later today in hopes of gaining a reply with his approval and a color selection
If we can be of further assistance, please let us know
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I have subsequently received the quote for the three window sashes I requested. Thank you