We have received your correspondence regarding the home of [redacted] - our claim# [redacted]. Our files indicated that we have contacted several local replacement contractors to try and complete this work. We were unable to reach an agreement with several of them, but we have a tentative...
agreement with K+M Construction. We simply require some paperwork from them and the job can be assigned/ordered/completed. We have reached out to them as recently as Wednesday 8/30 and will continue to contact them until we have what is needed to proceed. Once accomplished the homeowner will receive documentation confirming the assignment and providing the contractor's name and contact info.If we can be of further assistance, please let us know.
As indicated previously, the denial was issued based on what was provided to our offices. We were unable to verify that a manufacturing defect existed. Since the warranty only covers manufacturing defects, we denied the claim. When the homeowner called in to challenge that decision and informed us that the door had already been removed, we informed him that we could not longer gather relevant information to refute our prior decision as a result of that removal. Without the ability to gather any new information, we must stand by our original determination. We will not be able to assist this claimant.
We have received your correspondence regarding the window claim filed by Ms. [redacted] - new claim# [redacted].Our records do indicate that we approved this claim on 8/23 and placed an order for the needed units. However, our records indicate that the units she needs take 30 days to produce, not...
5-7.If that information was relayed improperly by our representative, we do apologize for the inconvenience. These units are currently expected to ship out from our North Carolina facility on or around 9/22.In contacting our offices, any caller is given the option for a call back if our lines are busy at the time of their call. They simply enter their phone number and they would receive a return call from our representatives.I hope this reply serves to answer their concerns. If additional information is needed, please let us know.
We have received your correspondence regarding the siding on the home of Mr. [redacted].As indicated by the homeowner we have denied the warranty claim - [redacted].The product is not exhibiting any signs of a manufacturing problem which would be covered under his warranty. Instead the product appears...
to be affected by a phenomenon called thermal reflection distortion. This is exposing the siding panels to far more heat than they were designed to sustain. We encourage the homeowner to perform an internet search for that term - it will reveal a great deal of information and potentially help him to determine the source of the reflection.Since there is no apparent manufacturing defect responsible for the problems demonstrated in the evidence submitted by the claimant, we must maintain our denial at this time. If additional information is needed, please let us know.
I am rejecting this response because: I am the original owner of this home. I have attached the contract from 2007. I have also attached their warranty. I am within the 10 year timeframe of the window warranty therefore the windows should be fully covered under the warranty. I should be refunded the $387.82. The cost that I understand I incur is from installation. Please let me know if you need further documentation. Sincerely,[redacted]
We have received the most recent correspondence from Mr. [redacted].As indicated in our prior reply, we do not have the needed factory order#s. These should be visible on stickers inside his windows.If he can send us pictures of these stickers, we should be able to complete our review of the file and determine what warranty coverage will be available.However, we need that information to complete this review.If we can be of further assistance, please let us know.
Initial Business Response /* (1000, 5, 2015/11/05) */
We received your correspondence regarding the home of Mr. [redacted] this morning 11/5/15.
However, we spoke with him yesterday 11/4 as did our service provider. They have scheduled his home for completion today 11/5.
We expect he will be...
saisfied with the work performed.
If we can be of further assistance, please let us know.
I am rejecting this response because: There was no breakage. The window is faulty and cracked under temperature change. Nothing hit the window, nobody broke it. It just cracked. Only the inside pane cracked.
We have received your correspondence regarding the [redacted] file.The newest submission through your offices contained information we previously had not received. It confirmed the homeowner's position as the 2nd owner of the home. Along with some internet research we have also verified the original installation year of 2006 and will approve the claim accordingly.The approval will be mailed and emailed to the homeowner today. As previously indicated it is prorated wherein the homeowner pays 60% of the costs of repair. Further, despite the homeowners request for more than $10,000 - the proration is based on the repair costs, not the original purchase price. The received complaint indicated only one wall was experiencing an issue (the front)- so our repair offer is to replace that wall at the prorated cost. Alternately we will offer the homeowner the cash value of that repair less the same prorate. They will be able to select the option they prefer.If we can be of further assistance, please let us know.
Initial Business Response /* (1000, 5, 2015/08/19) */
We have recieved your correspondence regarding the [redacted] home.
Our files essentially mirror the comments made by the claimant. We have not yet received a bid back from any valid local cotractors.
Our offices recently spoke with...
[redacted] (local contractor) who expressed interest in the work. We are hopeful that he will submit an estimate to us in the near future that will permit the work to be completed.
As noted by the homeowner there was a settlement option provided in lieu of the repair. If they would prefer to accept the settlement offer, we can still honor that offer and provide a check to the homeowner rather than completing the work. They would only need to let our offices know of their intent.
Barring that, we will continue to pursue the repair until it has been completed.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My goal is to have the siding replaced as per the warranty. What good is a warranty for a product that was flawed if all you get is the run around when a claim is made. The settlement amount offered wound certainly not cover the cost to replace the siding with another product. With the amount of licensed contractors in my area I would not think that it would take this long to find one. I feel a complaint should not be 17 months old without any resolution.
I am rejecting this response because:Even though I finally got a call from the company doing the installation, they tell me that they only received one window from the manufacturer. My warranty claim involves two windows. Also, the manufacturer does not give a phone number where I can reach them.
We have received your correspondence regarding the window issue on the home of Mr. [redacted].Our records show that we approved this claim and assigned it to a local contractor on 11/27/17. The needed unit was shipped out 12/7/17 directly to that service provider. Unfortunately, checking...
with them today - that unit has been lost/misplaced. We will re-make it and ship it back to them for the repair to be concluded. It is regrettable that this was not noticed sooner. We fully expect this repair to be completed shortly after the material is delivered which should take about 15 business days. We encourage the homeowner to contact our offices if he has any questions. If we can be of further assistance, please let us know.
We have received your newest correspondence from [redacted].As indicated by the claimant we had sent an offer for 3 tops and 3 bottoms on 3/14.A corrected offer was sent 3/15 for 6 tops and 6 bottoms.If we can be of further assistance, please let us know.
We have received your correspondence regarding the claim for Alan Bacchiocchi. Our records show that this was delivered to his front porch yesterday 1/23/18 at 10:55am by FedEx. We believe this should resolve the claim.If further information is needed, please let us know.
We have received your correspondence regarding the siding installed on the home of Mr. [redacted].As indicated by the homeowner, he filed a claim with our offices and submitted some paperwork to us, but he has not yet submitted any documentation that we can use to verify he has our product on his home....
His last submission for that purpose was an affidavit signed by his contractor. That is not something we can accept.We can accept, in his case, a copy of the warranty, a contract/invoice/signed proposal indicating that our product was used or was to be used, an affidavit from the local distributor(not contractor) that sold our product, or a sample of the siding removed from the home. (It is worth noting that these options are not available to every claimant - they are specific to the product/year/concern purported to be on his home)If the homeowner can submit any of that information to us, we will continue with our review of the claim and determine what, if any, assistance he maybe entitled to. Without it, we will not be able to provide any assistance. If we can be of further help, please let us know.
As stated in our prior reply, the unit did ship, albeit one day later than expected (on 2/14 instead of 2/13). The contractor will reach out to the claimant to arrange a scheduled date for the repair. We understand that the homeowner wants to make sure the job is done before she is satisfied and would not ask her to do anything else.We will pursue this repair until it has been completed.
I think your intervention is helping! My wife spoke with an AssociatedMaterials representative today and he said the replacement windows would be shipped on December 5 to a Mr. H[redacted], who would be contacting us to schedule installation.This certainly would be an acceptable resolution.Please let us know if you hear anything more, and thank you again for you help.Sincerely,[redacted] & [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
I got an email that my claim had been closed but it has not been resolved. A person came out to measure the window but a replacement has not been received or installed. Please keep the claim open pending completion.[redacted]
I am rejecting this response because:
This is not the coverage of warranty I was given, nor is it the coverage that my neighbors have been given. They have been able to receive new windows as second owners and over the 10 year time limit at no cost. I am the original owner, I am within the timeframe. I am unsure why I did not receive the warranty presented by the business and why our warranties differ and why my warranty differs from that of my neighbors. I also would question a product defect from the manufacturer as an overwhelming number of houses on [redacted] in [redacted] NY have these defective windows.
I am rejecting this response because: your representatives should have accurate knowledge and information regarding the warranties. As such our family is negatively affected. This is bad business.
We have received your correspondence regarding the home of [redacted] - our claim# [redacted]. Our files indicated that we have contacted several local replacement contractors to try and complete this work. We were unable to reach an agreement with several of them, but we have a tentative...
agreement with K+M Construction. We simply require some paperwork from them and the job can be assigned/ordered/completed. We have reached out to them as recently as Wednesday 8/30 and will continue to contact them until we have what is needed to proceed. Once accomplished the homeowner will receive documentation confirming the assignment and providing the contractor's name and contact info.If we can be of further assistance, please let us know.
As indicated previously, the denial was issued based on what was provided to our offices. We were unable to verify that a manufacturing defect existed. Since the warranty only covers manufacturing defects, we denied the claim. When the homeowner called in to challenge that decision and informed us that the door had already been removed, we informed him that we could not longer gather relevant information to refute our prior decision as a result of that removal. Without the ability to gather any new information, we must stand by our original determination. We will not be able to assist this claimant.
We have received your correspondence regarding the window claim filed by Ms. [redacted] - new claim# [redacted].Our records do indicate that we approved this claim on 8/23 and placed an order for the needed units. However, our records indicate that the units she needs take 30 days to produce, not...
5-7.If that information was relayed improperly by our representative, we do apologize for the inconvenience. These units are currently expected to ship out from our North Carolina facility on or around 9/22.In contacting our offices, any caller is given the option for a call back if our lines are busy at the time of their call. They simply enter their phone number and they would receive a return call from our representatives.I hope this reply serves to answer their concerns. If additional information is needed, please let us know.
We have received your correspondence regarding the siding on the home of Mr. [redacted].As indicated by the homeowner we have denied the warranty claim - [redacted].The product is not exhibiting any signs of a manufacturing problem which would be covered under his warranty. Instead the product appears...
to be affected by a phenomenon called thermal reflection distortion. This is exposing the siding panels to far more heat than they were designed to sustain. We encourage the homeowner to perform an internet search for that term - it will reveal a great deal of information and potentially help him to determine the source of the reflection.Since there is no apparent manufacturing defect responsible for the problems demonstrated in the evidence submitted by the claimant, we must maintain our denial at this time. If additional information is needed, please let us know.
I am rejecting this response because: I am the original owner of this home. I have attached the contract from 2007. I have also attached their warranty. I am within the 10 year timeframe of the window warranty therefore the windows should be fully covered under the warranty. I should be refunded the $387.82. The cost that I understand I incur is from installation. Please let me know if you need further documentation. Sincerely,[redacted]
We have received the most recent correspondence from Mr. [redacted].As indicated in our prior reply, we do not have the needed factory order#s. These should be visible on stickers inside his windows.If he can send us pictures of these stickers, we should be able to complete our review of the file and determine what warranty coverage will be available.However, we need that information to complete this review.If we can be of further assistance, please let us know.
Initial Business Response /* (1000, 5, 2015/11/05) */
We received your correspondence regarding the home of Mr. [redacted] this morning 11/5/15.
However, we spoke with him yesterday 11/4 as did our service provider. They have scheduled his home for completion today 11/5.
We expect he will be...
saisfied with the work performed.
If we can be of further assistance, please let us know.
I am rejecting this response because: There was no breakage. The window is faulty and cracked under temperature change. Nothing hit the window, nobody broke it. It just cracked. Only the inside pane cracked.
We have received your correspondence regarding the [redacted] file.The newest submission through your offices contained information we previously had not received. It confirmed the homeowner's position as the 2nd owner of the home. Along with some internet research we have also verified the original installation year of 2006 and will approve the claim accordingly.The approval will be mailed and emailed to the homeowner today. As previously indicated it is prorated wherein the homeowner pays 60% of the costs of repair. Further, despite the homeowners request for more than $10,000 - the proration is based on the repair costs, not the original purchase price. The received complaint indicated only one wall was experiencing an issue (the front)- so our repair offer is to replace that wall at the prorated cost. Alternately we will offer the homeowner the cash value of that repair less the same prorate. They will be able to select the option they prefer.If we can be of further assistance, please let us know.
Initial Business Response /* (1000, 5, 2015/08/19) */
We have recieved your correspondence regarding the [redacted] home.
Our files essentially mirror the comments made by the claimant. We have not yet received a bid back from any valid local cotractors.
Our offices recently spoke with...
[redacted] (local contractor) who expressed interest in the work. We are hopeful that he will submit an estimate to us in the near future that will permit the work to be completed.
As noted by the homeowner there was a settlement option provided in lieu of the repair. If they would prefer to accept the settlement offer, we can still honor that offer and provide a check to the homeowner rather than completing the work. They would only need to let our offices know of their intent.
Barring that, we will continue to pursue the repair until it has been completed.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My goal is to have the siding replaced as per the warranty. What good is a warranty for a product that was flawed if all you get is the run around when a claim is made. The settlement amount offered wound certainly not cover the cost to replace the siding with another product. With the amount of licensed contractors in my area I would not think that it would take this long to find one. I feel a complaint should not be 17 months old without any resolution.
I am rejecting this response because:Even though I finally got a call from the company doing the installation, they tell me that they only received one window from the manufacturer. My warranty claim involves two windows. Also, the manufacturer does not give a phone number where I can reach them.
We have received your correspondence regarding the window issue on the home of Mr. [redacted].Our records show that we approved this claim and assigned it to a local contractor on 11/27/17. The needed unit was shipped out 12/7/17 directly to that service provider. Unfortunately, checking...
with them today - that unit has been lost/misplaced. We will re-make it and ship it back to them for the repair to be concluded. It is regrettable that this was not noticed sooner. We fully expect this repair to be completed shortly after the material is delivered which should take about 15 business days. We encourage the homeowner to contact our offices if he has any questions. If we can be of further assistance, please let us know.
We have received your newest correspondence from [redacted].As indicated by the claimant we had sent an offer for 3 tops and 3 bottoms on 3/14.A corrected offer was sent 3/15 for 6 tops and 6 bottoms.If we can be of further assistance, please let us know.
We have received your correspondence regarding the claim for Alan Bacchiocchi. Our records show that this was delivered to his front porch yesterday 1/23/18 at 10:55am by FedEx. We believe this should resolve the claim.If further information is needed, please let us know.
We have received your correspondence regarding the siding installed on the home of Mr. [redacted].As indicated by the homeowner, he filed a claim with our offices and submitted some paperwork to us, but he has not yet submitted any documentation that we can use to verify he has our product on his home....
His last submission for that purpose was an affidavit signed by his contractor. That is not something we can accept.We can accept, in his case, a copy of the warranty, a contract/invoice/signed proposal indicating that our product was used or was to be used, an affidavit from the local distributor(not contractor) that sold our product, or a sample of the siding removed from the home. (It is worth noting that these options are not available to every claimant - they are specific to the product/year/concern purported to be on his home)If the homeowner can submit any of that information to us, we will continue with our review of the claim and determine what, if any, assistance he maybe entitled to. Without it, we will not be able to provide any assistance. If we can be of further help, please let us know.
As stated in our prior reply, the unit did ship, albeit one day later than expected (on 2/14 instead of 2/13). The contractor will reach out to the claimant to arrange a scheduled date for the repair. We understand that the homeowner wants to make sure the job is done before she is satisfied and would not ask her to do anything else.We will pursue this repair until it has been completed.
I think your intervention is helping! My wife spoke with an AssociatedMaterials representative today and he said the replacement windows would be shipped on December 5 to a Mr. H[redacted], who would be contacting us to schedule installation.This certainly would be an acceptable resolution.Please let us know if you hear anything more, and thank you again for you help.Sincerely,[redacted] & [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
I got an email that my claim had been closed but it has not been resolved. A person came out to measure the window but a replacement has not been received or installed. Please keep the claim open pending completion.[redacted]
I am rejecting this response because:
This is not the coverage of warranty I was given, nor is it the coverage that my neighbors have been given. They have been able to receive new windows as second owners and over the 10 year time limit at no cost. I am the original owner, I am within the timeframe. I am unsure why I did not receive the warranty presented by the business and why our warranties differ and why my warranty differs from that of my neighbors. I also would question a product defect from the manufacturer as an overwhelming number of houses on [redacted] in [redacted] NY have these defective windows.
I am rejecting this response because: your representatives should have accurate knowledge and information regarding the warranties. As such our family is negatively affected. This is bad business.