We have received the correspondence regarding the windows/doors installed on the home of [redacted]. As indicated by the claimant, we did receive 2 payments from her and we did reverse one out. Accordingly, we still have money received form her - $395.83. This amount will be...
refunded to her promptly and her claim will be closed. We have no record of one of our reps indicating that the money was not here and can only assume there was some confusion on the call. If we can be of further assistance, please let us know.
We have received your correspondence regarding the home of Mr. [redacted] and Ms. [redacted]. We opened claim# [redacted] to evaluate the filed claim. They provided all the requested information promptly but we discovered that he did not purchase the optional glass breakage coverage with his...
windows. As such, he is not covered for broken glass (4 years after production) and the claim was denied. Without that purchased coverage, we are not able to assist the claimant with broken glass.If we can be of further assistance, please let us know.
We have received your correspondence regarding the home of Mr. [redacted] - our claim# [redacted].Our records indicate that the windows in this home were covered by a non-transferable warranty. Further we show that the windows were installed in 2014 and the home was sold to Mr, [redacted] in May, 2017.As...
such, we would not be able to provide coverage to the 2nd owner.If we can be of further assistance, please let us know.
We have received your correspondence regarding the home of Ms. [redacted].As indicted by the claimant, we had previously shipped a replacement door glass unit, but were forced to do so again. The most recent order is expected to ship 2/13.This product is not stock and is produced specifically for...
each order placed - thus it takes some time to produce and ship.Once it ships, the local contractor will reach out to the claimant to schedule the repair.We expect this repair will serve to complete her claim.If we can be of further assistance, please let us know.
We have received your correspondence regarding the window claim for Mr. [redacted].Since this request was filed with the Revdex.com the homeowner submitted his payment to us accepting the window shipment to the local dealer (3/14).The applicable warranty for this product is specific in its costs. As the...
2nd owner of the home, Mr. [redacted] is responsible for 50% of the costs of the window. He is not being charged any freight cost on the current estimate (as he accepted).He was previously offered direct shipment to his home, but he would have had to pay $15 for that service. Instead we are now shipping to our local center where he can pick the unit up.Mr. [redacted] bought this home with windows that were installed 15 years prior. Those windows offered a pro-rated transferable coverage and we have honored that warranty coverage. 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 [redacted], and find that this resolution is not satisfactory to me. please provide a copy of the warranty from 2010.Additionally, I would like a copy of communications sent to installers that warned them of the potential issue. This will become a difficult situation for you or the installer to prove you were not liable. We had approximately 2 or 3 square of siding that was affected. Small claims court should be able to sort it out. i understand an Oregon based law firm already has established a class action against your company. I'm not the only one out there. Mr [redacted].
I am rejecting this response because:
Applied Materials claimed:"We spoke with the Window World location today and confirmed that they have already spoken with the homeowner and determined a date of 8/15 to visit his home and evaluate the circumstances. " Window World spoke to me for the first time approximately 20 minutes before I received the email notice from Revdex.com of Associated Materials response. In speaking with Window World, the proposed coming to look at the window on August 15th, but they were not available in the afternoon, so the appointment was set for the 16th. This shows that Applied Materials sent the response to the Revdex.com saying they "have already spoken with the homeowner" before they actually spoke to me or scheduled an appointment. I'm glad that my filing of a Revdex.com complain has finally forced them to take action, and I hope that this matter can be resolved on the 16th, but I do not appreciate the continued lies.
We have received your correspondence regarding the home of Mr. [redacted]. On 5/31 the homeowner sent an email to our offices with the needed information. We will now calculate his portion of the costs and send correspondence accordingly. This should be done this week. If...
he opts to act on the offer we will provide, we will honor the agreement and provide the needed parts. If we can be of further assistance, please let us know.
We have received your correspondence regarding the [redacted]s home.There was no warranty claim filed with our offices, but rather we are aware that this matter was recorded and resolved as an accommodation through our sales team. It is understood that the homeowner's concern was satisfied at that...
time. If additional concerns exist, the claimant is welcome to file a warranty claim with us online at www.gentekinc.com or by phone at 1-800-489-1144.If we can be of further assistance, please let us know.
We have received your correspondence regarding the windows installed in the home of [redacted].As indicated by the homeowner, we approved coverage for the balances. Those are currently expected to ship out 4/24/17 to our local provider who will install the balances on the home. Since a...
provider is being dispatched, we will certainly ask them to evaluate the cracked window while on site. However, our evaluation of the homeowner's submitted pictures indicated it was not caused by a manufacturing concern. Our warranty would not cover cracks which occurred because of force applied to the window or any wear/tear issues. These windows were installed in 2008, so a crack appearing now (or in the last few years) would not likely be related to a manufacturing concern.Barring any differing information from our provider, we will maintain our denial of the crack.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 [redacted], and find that this resolution is satisfactory to me. However, please keep the case open until the cracked balances are replaced and the company's service provider is able to make a determination as to if the cracked window frame would be covered under warranty.
We had previously replied to the Revdex.com regarding Mr. [redacted]'s home (attached).As an update to that reply - we had a provider at the home on 8/31. Unfortunately the glass sent was for the other side of the unit in question. An order was placed for the proper side yesterday as well and we...
will revisit the site in mid-September to repair.If anything further is needed from us, please let us know.
Initial Business Response /* (1000, 5, 2015/10/07) */
We have received your correspondence regarding the door installed on the home of Ms. [redacted].
Our offices completed our review of her claim last week and the needed parts were ordered on 10/2, expected to deliver on 10/19. A contractor,...
[redacted], has been assigned to complete the repair and should be in contact with the homeowner on or around that delivery date to schedule the service.
If we can be of further assistance, please let us know.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as the company is true to their word and can repair the door (preferably on Friday October 23 2015), I will be happy.
I am disappointed that there is no explanation why it has taken 10 months, with no communication from the company to me and no apology or acknowledgement of the delay.
Final Business Response /* (4000, 16, 2015/10/27) */
We have received your most recent correspondence regarding the [redacted] window claim.
Our technician will handle the installation. This has been made clear in our prior replies. We do not, and never have, expected the homeowner to complete this repair themselves. Our contractor tells us that they have been in touch with Ms. [redacted] and were trying to agree upon a date for the repair. They will reach out to her again this week and are hopeful they can schedule within the next few business days.
If we can be of further assistance, please let us know.
Final Consumer Response /* (4200, 18, 2015/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Since I last replied on this thread on October 9th, I have not received any further communication from either Associated Materials or the tech company "united tech serviced", no phone calls, emails or letters. Contrary to your statement that someone has contacted me. I have to reiterate that apart from your letter, dated December 30 2014, nobody has contacted me. I have attempted many phone calls and sent an email on May 29 2015,to Associated Materials, but I am still no further ahead with the repair. The box of parts has arrived but nobody has yet contacted me to arrange a date to have it installed and apart from correspondence via this thread, no body has taken the courtesy to call me.
As the customer, I am severly disappointed at the lack of communication and any kind of apology/responsibility for the length of time this is taking.
We have received your latest correspondence on this matter and reviewed the homeowner's rebuttal.We do not have local agents with portable spectrophotometers who could gather this reading for us. As previously indicated, we would require the homeowner to send in a panel for the reading to be taken.We certainly recognize that they are not a siding installer. If they are not comfortable removing the product from the home themselves. they may wish to speak to their original installer or a local contractor for assistance.If we receive a panel, we will test it to determine if the warranty provides coverage and return it as soon as possible. If we do not receive a panel, we will not be able to make that determination.It is clear the homeowner is not satisfied with our process, but we must reserve the right to validate the claim. Unfortunately in the case of a fade complaint on vinyl siding product, a panel submission is our only option. We are hopeful they will elect to submit a panel in for testing.If we can be of further assistance, please let us know.
We have received your correspondence regarding the home of [redacted]. The problem indicated is glass breakage which is not covered under the manufacturer's warranty. As a result the claim was denied.Due to the unusual nature of the complaint we did discuss the matter further...
following that denial, but there was still no manufacturing issue found to be at fault. Accordingly, as indicated by the warranty team, the denial remained.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 [redacted], and find that this resolution is satisfactory to me. Attached photos of the window stickers.thanks,[redacted]
We have received the correspondence regarding the windows/doors installed on the home of [redacted]. As indicated by the claimant, we did receive 2 payments from her and we did reverse one out. Accordingly, we still have money received form her - $395.83. This amount will be...
refunded to her promptly and her claim will be closed. We have no record of one of our reps indicating that the money was not here and can only assume there was some confusion on the call. If we can be of further assistance, please let us know.
We have received your correspondence regarding the home of Mr. [redacted] and Ms. [redacted]. We opened claim# [redacted] to evaluate the filed claim. They provided all the requested information promptly but we discovered that he did not purchase the optional glass breakage coverage with his...
windows. As such, he is not covered for broken glass (4 years after production) and the claim was denied. Without that purchased coverage, we are not able to assist the claimant with broken glass.If we can be of further assistance, please let us know.
We have received your correspondence regarding the home of Mr. [redacted] - our claim# [redacted].Our records indicate that the windows in this home were covered by a non-transferable warranty. Further we show that the windows were installed in 2014 and the home was sold to Mr, [redacted] in May, 2017.As...
such, we would not be able to provide coverage to the 2nd owner.If we can be of further assistance, please let us know.
We have received your correspondence regarding the home of Ms. [redacted].As indicted by the claimant, we had previously shipped a replacement door glass unit, but were forced to do so again. The most recent order is expected to ship 2/13.This product is not stock and is produced specifically for...
each order placed - thus it takes some time to produce and ship.Once it ships, the local contractor will reach out to the claimant to schedule the repair.We expect this repair will serve to complete her claim.If we can be of further assistance, please let us know.
We have received your correspondence regarding the window claim for Mr. [redacted].Since this request was filed with the Revdex.com the homeowner submitted his payment to us accepting the window shipment to the local dealer (3/14).The applicable warranty for this product is specific in its costs. As the...
2nd owner of the home, Mr. [redacted] is responsible for 50% of the costs of the window. He is not being charged any freight cost on the current estimate (as he accepted).He was previously offered direct shipment to his home, but he would have had to pay $15 for that service. Instead we are now shipping to our local center where he can pick the unit up.Mr. [redacted] bought this home with windows that were installed 15 years prior. Those windows offered a pro-rated transferable coverage and we have honored that warranty coverage. 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 [redacted], and find that this resolution is not satisfactory to me. please provide a copy of the warranty from 2010.Additionally, I would like a copy of communications sent to installers that warned them of the potential issue. This will become a difficult situation for you or the installer to prove you were not liable. We had approximately 2 or 3 square of siding that was affected. Small claims court should be able to sort it out. i understand an Oregon based law firm already has established a class action against your company. I'm not the only one out there. Mr [redacted].
I am rejecting this response because:
Applied Materials claimed:"We spoke with the Window World location today and confirmed that they have already spoken with the homeowner and determined a date of 8/15 to visit his home and evaluate the circumstances. " Window World spoke to me for the first time approximately 20 minutes before I received the email notice from Revdex.com of Associated Materials response. In speaking with Window World, the proposed coming to look at the window on August 15th, but they were not available in the afternoon, so the appointment was set for the 16th. This shows that Applied Materials sent the response to the Revdex.com saying they "have already spoken with the homeowner" before they actually spoke to me or scheduled an appointment. I'm glad that my filing of a Revdex.com complain has finally forced them to take action, and I hope that this matter can be resolved on the 16th, but I do not appreciate the continued lies.
We have received your correspondence regarding the home of Mr. [redacted]. On 5/31 the homeowner sent an email to our offices with the needed information. We will now calculate his portion of the costs and send correspondence accordingly. This should be done this week. If...
he opts to act on the offer we will provide, we will honor the agreement and provide the needed parts. If we can be of further assistance, please let us know.
We have received your correspondence regarding the [redacted]s home.There was no warranty claim filed with our offices, but rather we are aware that this matter was recorded and resolved as an accommodation through our sales team. It is understood that the homeowner's concern was satisfied at that...
time. If additional concerns exist, the claimant is welcome to file a warranty claim with us online at www.gentekinc.com or by phone at 1-800-489-1144.If we can be of further assistance, please let us know.
We have received your correspondence regarding the windows installed in the home of [redacted].As indicated by the homeowner, we approved coverage for the balances. Those are currently expected to ship out 4/24/17 to our local provider who will install the balances on the home. Since a...
provider is being dispatched, we will certainly ask them to evaluate the cracked window while on site. However, our evaluation of the homeowner's submitted pictures indicated it was not caused by a manufacturing concern. Our warranty would not cover cracks which occurred because of force applied to the window or any wear/tear issues. These windows were installed in 2008, so a crack appearing now (or in the last few years) would not likely be related to a manufacturing concern.Barring any differing information from our provider, we will maintain our denial of the crack.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 [redacted], and find that this resolution is satisfactory to me. However, please keep the case open until the cracked balances are replaced and the company's service provider is able to make a determination as to if the cracked window frame would be covered under warranty.
We had previously replied to the Revdex.com regarding Mr. [redacted]'s home (attached).As an update to that reply - we had a provider at the home on 8/31. Unfortunately the glass sent was for the other side of the unit in question. An order was placed for the proper side yesterday as well and we...
will revisit the site in mid-September to repair.If anything further is needed from us, please let us know.
Initial Business Response /* (1000, 5, 2015/10/07) */
We have received your correspondence regarding the door installed on the home of Ms. [redacted].
Our offices completed our review of her claim last week and the needed parts were ordered on 10/2, expected to deliver on 10/19. A contractor,...
[redacted], has been assigned to complete the repair and should be in contact with the homeowner on or around that delivery date to schedule the service.
If we can be of further assistance, please let us know.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as the company is true to their word and can repair the door (preferably on Friday October 23 2015), I will be happy.
I am disappointed that there is no explanation why it has taken 10 months, with no communication from the company to me and no apology or acknowledgement of the delay.
Final Business Response /* (4000, 16, 2015/10/27) */
We have received your most recent correspondence regarding the [redacted] window claim.
Our technician will handle the installation. This has been made clear in our prior replies. We do not, and never have, expected the homeowner to complete this repair themselves. Our contractor tells us that they have been in touch with Ms. [redacted] and were trying to agree upon a date for the repair. They will reach out to her again this week and are hopeful they can schedule within the next few business days.
If we can be of further assistance, please let us know.
Final Consumer Response /* (4200, 18, 2015/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Since I last replied on this thread on October 9th, I have not received any further communication from either Associated Materials or the tech company "united tech serviced", no phone calls, emails or letters. Contrary to your statement that someone has contacted me. I have to reiterate that apart from your letter, dated December 30 2014, nobody has contacted me. I have attempted many phone calls and sent an email on May 29 2015,to Associated Materials, but I am still no further ahead with the repair. The box of parts has arrived but nobody has yet contacted me to arrange a date to have it installed and apart from correspondence via this thread, no body has taken the courtesy to call me.
As the customer, I am severly disappointed at the lack of communication and any kind of apology/responsibility for the length of time this is taking.
We have received your latest correspondence on this matter and reviewed the homeowner's rebuttal.We do not have local agents with portable spectrophotometers who could gather this reading for us. As previously indicated, we would require the homeowner to send in a panel for the reading to be taken.We certainly recognize that they are not a siding installer. If they are not comfortable removing the product from the home themselves. they may wish to speak to their original installer or a local contractor for assistance.If we receive a panel, we will test it to determine if the warranty provides coverage and return it as soon as possible. If we do not receive a panel, we will not be able to make that determination.It is clear the homeowner is not satisfied with our process, but we must reserve the right to validate the claim. Unfortunately in the case of a fade complaint on vinyl siding product, a panel submission is our only option. We are hopeful they will elect to submit a panel in for testing.If we can be of further assistance, please let us know.
We have received your correspondence regarding the home of [redacted]. The problem indicated is glass breakage which is not covered under the manufacturer's warranty. As a result the claim was denied.Due to the unusual nature of the complaint we did discuss the matter further...
following that denial, but there was still no manufacturing issue found to be at fault. Accordingly, as indicated by the warranty team, the denial remained.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 [redacted], and find that this resolution is satisfactory to me. Attached photos of the window stickers.thanks,[redacted]