Bay Colony Home Inspection

This complaint is not for our businessWe are not Kohls

Mr*** purchased wrought iron railings and columns in July Our
standard warranty is one yearWrought iron is not a galvanized product and will
eventually rust regardless of the paint that is applied, and will require periodic
maintenanceThis is dependent on the environment where
the wrought iron is installed,
including interaction with cement, concrete, bricks, snow melt products, and
rain and snow
Mr*** provided to us a *** paint product in the
color of his choice and the railings and columns were painted with that
productThe *** paint is a rust inhibitor, not a rust preventer or rust
proofing
Wrought iron can be powder coated for an additional
charge before the paintingBut the powder coating will not prevent rustIt will
only make the wrought iron less vulnerable to the paint flaking and should
delay the appearance of rust
We have spoken to Mrand Mrs*** and offered to remove
the railing, repaint it, and reinstall it at no chargeWe reminded them that
the wrought iron will eventually rust
We offered to have the wrought iron sand blasted to
remove the current paint, powder coated, and repaintedBut the wrought iron
would have to be sent by us to an outside company for the powder coating and the
additional cost would be approximately $
We are willing to split the $cost of the powder
coating with Mrand Mrs***, without any additional charge for the removal
and reinstallation of the wrought iron, the sand blasting, and the repainting
But even with powder coating, wrought iron will eventually rust and require
periodic maintenance by the homeowner

The initial price quote was based on estimated measurements provided by the customerThis order was to be financed for the customer by *** Bank, the customer signed the necessary paperwork for the amount of the initial price quote, and the financing was approved*** Brands visited and
obtained the actual measurements at the customer’s home which resulted in a final, higher priceThe customer had originally been told that if the price increased based on the actual measurements, additional paperwork would need to be signed and submitted to *** BankWe could not confirm the order with *** Brands until we had approval from *** Bank for the higher amount of the order We apologize for not being able to reach the customerBut if the customer had been in touch with us instead of *** Brands, we could have obtained and submitted the additional paperwork to *** Bank, and confirmed the order with *** Brands once we had the financing approval for the higher amount The customer has cancelled the orderWe incurred a charge of $from *** Brands for the measurement in the customer’s homeWe will not charge that amount to the customerWe have not received any payments from *** Bank for the countertops, so no refund is due to the customerWe have cancelled the financing request with *** Bank for the amount related to the quartz countertops

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
Sincerely,
Jared ***

Complaint: ***
I am rejecting this response because:As a customer, me contacting contacting *** does not matter in this situationIf I had never decided to contact anyone, the error would still be on *** 41's part so it is offensive to me as a customer that they are insinuating that this is in any way my faultIt was a complete error on Ms***s behalf by not providing the customer service that she is paid to doHer responsibility is to ensure accurate and effective customer service, which she did not do by sitting on the paperwork for over weeks without making the effort to contact me by any of other means that she had access toContinuing business with someone who displays this level of incompetence is not worth my time and money which why I cancelled this order and it was definitely proven with their asinine responseI wil definitely take my business elsewhere and review this *** location as one that does not deserve good business as it is painfully obvious they don't value their customers, particularly *** ***
Sincerely,
*** ***

The customer provided us sizes and ordered
windows on December 4, for $2,We received a deposit of
$1,on that dateThe windows were ready for pickup on approximately
December 15, The receipt clearly notes "Special Order - No Returns
Or ExchangesProduct May Be
Disposed Of At Buyer's Expense If Not Picked Up
Within Days Of Order Date"The customer made a final payment of
$1,on March 27, We notified the customer many times between March
and September that the windows would be disposed of if they were not
picked upThe windows were eventually moved to our "Mismeasured And
Unclaimed Windows" area and were sold in September 2015.The customer recently contacted us and
wanted to pick up the windows on the order, but was notified that they had been
soldThe customer then gave us a new order for windows, but the quantity
changed from to and most of the sizes were significantly different from the
original orderIt appears that the new order was for a different project than
the original orderDespite the size differences, we agreed to process a new
order for windows at the same total cost as the original order and to apply the full payment of $2,from the original order to this new orderThe customer then wanted to
add three windows to the new order and we agreed to process the three
additional windows at no additional chargeThis is a one time accommodation
to the customer, despite the fact that we had a significant loss on the sale of
the windows from the original order, and that the window sizes on the new order
were different from the original order

Initial Business Response /* (1000, 5, 2015/05/22) */
Mr. [redacted] contacted our service department regarding broken glass in a window purchased from us in 2014. The receipt very clearly shows a replacement glass unit only. There is a note on the receipt that refers to the original window, so our...

production team could reference the original window order, if necessary.
Mr. [redacted] cancelled the order after the replacement glass unit had been made. We refunded his money ($85.53).
We reached out to Mr. [redacted] and received a detailed email from him that indicated he had replaced the broken glass himself. We then spoke to Mr. [redacted] to better understand the entire problem. There may have been a misunderstanding about the replacement glass unit that he ordered, since he was expecting a full sash unit (frame and glass), not just the glass unit. We expressed our concern that the window would not perform to the original factory standards because the glass seal had been broken and would no longer have the energy efficiency of the original window.
To thank Mr. [redacted] for taking the time to communicate with us and for his inconvenience, we offered to make a new frame, install the glass unit into it, and then visit the property to install the new sash and window locks. This would be at no cost to him. He accepted our offer. We expect to have the new sash available in a few days and will contact him then to set up the delivery and installation.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The vendor has done an exceptional job addressing the issue.