Benefit Solutions

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Good afternoon Revdex.com, I read over the response from True View Windows and they are not telling the truth, as I said in my initial complaint I would implore the Revdex.com to get a copy of that recording because on that recording as I said before you will here there representative specifically tell me to hold on while they ask there supervisor/manager IF they were able to service my front door!!!! Yes my complaint was about the dust and yes it was the wind, however it was coming in from the front door just like it still is!!!! Please Revdex.com request the recording of the conversation and you will hear RIGHT AWAY that I am telling you the truth and they are not! Regards, [redacted] ***

To Whom it May Concern: We originally went to the customers home on September 22nd 2017, we measured for windows one being an archI have attached the quote for referenceAs you can see it states upon approval will need to make a template of the arched window in order to place the order for the glassWe called her on 09/25/and she said she would review the quote and get back to usShe called in 09/27/and approved the quote she also stated she would pay the 50% and set a new date to do the re-measureThis meant we had to schedule a 2nd appointment to remove that arch and get a true measurementWhen we called her back to schedule she also stated she wanted to add additional windows another window being an arch, again we would have to remove the glass and get true measurementWhen making templates there is a 99% chance of the glass breaking upon doing so but we already received approval when she scheduled the appointmentAt this time we now have made trips to the home and this is additional man hours and laborThat afternoon a [redacted] called in and said that there was a crack in the windowWe tried to explain that there is a possibility of this happening but since they already approved the order and just need to pay the 50% to get it started that we can get back out and replace the glass right awayHe was upset and he wasn’t understanding, he hung upWe tried calling several time after that and tried reaching out to Chavon the person who originally called in the order and even offered them 15% off due to their frustrationOn 11/she finally got back to us and said that she would like for us to resolve the issueWe again explained that we cannot take responsibility of the glass breaking because she had already agreed to use our services and place the depositWe still honored our 15% discount, she then hung up and we never heard back

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. True View's Technicians installed a new mirror on March 30, and I am satisfied with the new productI thank True View's Management Team for stepping up and doing the right thingI hope there won't be future problems with the newly installed product. Regards *** ***

I have spoken to *** and we have resolved this issue

Dear ***,I would like to apologize for the delays in getting your project completedPlease know that I have been diligently working on getting an ETA on when we can expect the replacement frame for your sliding glass door.As I stated in a voicemail left for you, we have received the replacement
panels to correct the handing, but without the frame we aren't able to correct thisI have already addressed the issue with the manufacturer and have shared with them our frustration, your frustration, and have requested that they provide us answers ASAPI am truly sorry that your experience with your window replacement has been a negative one and that you feel that we have betrayed your trust in any way.As for compensation or discount over this manner, I have spoke with my general manager and he has agreed to give you a 10% discount off of the total job quote ($434.00)He doesn't feel that $or even $is a fair amount based on the fact that we are working to correct the issueAt the time of this response I have made another attempt to reach out to the manufacturer's service department and their sales rep in an attempt to resolve this matter and obtain an ETA for you.Again, I apologize for this experience and hope that this can be resolved as quickly as possible so that you can enjoy your new product and the benefits from the replacement.Sincerely,Stephan B***

Jasmine,I wasn’t aware there was a complaint from this customer. Mr*** *** of S 15th Way, had a mirror installed by True View Windows in 2013, which was far out of it’s warranty period. However, we did send a technician out to inspect and he discovers black marks on the
edge of the mirror in or small areas. We then had a Supervisor go out to look at and determine what was going on.To date, we are not 100% sure what has caused the black spot, but we have advised Mr*** on about 3/16/that we would be remaking the arched mirror and installing it for him at no charge. The new mirror is scheduled to be installed 3/30/16.If you need anything future, please feel free to call me.Shelley D*** True View Windows & GlassO: 602.431.TRUE (8783)www.TrueViewAZ.com

To Whom it May Concern: We originally went to the customers home on September 22nd 2017, we measured for windows one being an archI have attached the quote for referenceAs you can see it states upon approval will need to make a template of the arched window in order to place the order for
the glassWe called her on 09/25/and she said she would review the quote and get back to usShe called in 09/27/and approved the quote she also stated she would pay the 50% and set a new date to do the re-measureThis meant we had to schedule a 2nd appointment to remove that arch and get a true measurementWhen we called her back to schedule she also stated she wanted to add additional windows another window being an arch, again we would have to remove the glass and get true measurementWhen making templates there is a 99% chance of the glass breaking upon doing so but we already received approval when she scheduled the appointmentAt this time we now have made trips to the home and this is additional man hours and laborThat afternoon a *** called in and said that there was a crack in the windowWe tried to explain that there is a possibility of this happening but since they already approved the order and just need to pay the 50% to get it started that we can get back out and replace the glass right awayHe was upset and he wasn’t understanding, he hung upWe tried calling several time after that and tried reaching out to Chavon the person who originally called in the order and even offered them 15% off due to their frustrationOn 11/she finally got back to us and said that she would like for us to resolve the issueWe again explained that we cannot take responsibility of the glass breaking because she had already agreed to use our services and place the depositWe still honored our 15% discount, she then hung up and we never heard back

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Good afternoon Revdex.com, I read over the response from True View Windows and they are not telling the truth, as I said in my initial complaint I would implore the Revdex.com to get a copy of that recording because on that recording as I said before you will here there representative specifically tell me to hold on while they ask there supervisor/manager IF they were able to service my front door!!!! Yes my complaint was about the dust and yes it was the wind, however it was coming in from the front door just like it still is!!!! Please Revdex.com request the recording of the conversation and you will hear RIGHT AWAY that I am telling you the truth and they are not!
Regards,
*** ***

Regarding the above comments, I have listened to the recorded call from Mr. [redacted] on 6/8/15 @ 2:15pm.  He indicated to [redacted] that he had problem with his windows and doors not sealing and wanted to know if anything could be done about this because they have dust in the house all the...

time.    [redacted] explained that it’s a possibility that the mohair (weatherstripping) need be replaced but for a $39.95 diagnostic fee, we would send a technician to his home to evaluate if anything could be done to help.  He was fine with this charge.  [redacted] also reaffirmed this $39.95 fee again during this call and again, he understood. Upon arrival, our technician did tell the customer we do not work on swinging doors (we offer service to sliding glass doors only) but didinspect every window in the home,  he recommended replacing the mohair 8 windows, in additional to other service work to windows for better operation.After listening to the call, hearing Mr. [redacted] clearly state that he had issues with dust in his home and felt it was with his doors ANDWINDOWS, having our technician spend at least an hour on site inspecting everything, True View will NOT be issuing any refund to this customer.