Initial Business Response /* (1000, 5, 2015/10/09) */
After numerous emails and calls to THV on behalf of the ***s and other THV service requests ,We found out just this morning 10/9/the window company THV the manufacturer of the windows installed in and provider of the window
warranty has filed for bankruptcy on July 8th (we discontinued using THV in due to warranty ,service ,and quality issues an example is the defective *** sash provided March 2015) , this bankruptcy and financial hardship explains the numerous ongoing un answered requests for warranty service ,parts ect We can apparently obtain THV parts but they are no longer free of charge payment plus shipping is required in advance , We contacted Ms *** this morning and explained the bankruptcy and difficulties with obtaining warranty parts and communication with THV , Ms *** was not satisfied with our information and felt that we should accept the Manufactures responsibility and pay for the seal failed glass ,We further explained that in general warranty parts are free of charge but there is an associated service charge to provide the labor to service and or install warranty related parts/glass .Given this information We suggested a glass service company as a faster and probably more cost effective alternative , We apologized and expressed our regret that this has happened and for the continued delays ,Ms *** restated her frustration ,and said would need to discuss with Mr *** and determine what direction they will take to resolve the seal failed glass ,we will wait to hear from the ***s , if they would like any further assistance from us or THV with the understanding that any replacement glass/parts /install labor will be a billable going forward
We have been in contact with Ms *** and are arranging a gutter crew to provide a service request next week on the gutter protection
Initial Business Response /* (1000, 5, 2015/10/09) */
After numerous emails and calls to THV on behalf of the ***s and other THV service requests ,We found out just this morning 10/9/the window company THV the manufacturer of the windows installed in and provider of the window
warranty has filed for bankruptcy on July 8th (we discontinued using THV in due to warranty ,service ,and quality issues an example is the defective *** sash provided March 2015) , this bankruptcy and financial hardship explains the numerous ongoing un answered requests for warranty service ,parts ect We can apparently obtain THV parts but they are no longer free of charge payment plus shipping is required in advance , We contacted Ms *** this morning and explained the bankruptcy and difficulties with obtaining warranty parts and communication with THV , Ms *** was not satisfied with our information and felt that we should accept the Manufactures responsibility and pay for the seal failed glass ,We further explained that in general warranty parts are free of charge but there is an associated service charge to provide the labor to service and or install warranty related parts/glass .Given this information We suggested a glass service company as a faster and probably more cost effective alternative , We apologized and expressed our regret that this has happened and for the continued delays ,Ms *** restated her frustration ,and said would need to discuss with Mr *** and determine what direction they will take to resolve the seal failed glass ,we will wait to hear from the ***s , if they would like any further assistance from us or THV with the understanding that any replacement glass/parts /install labor will be a billable going forward