Berry Door & Window

We acknowledge there was a finish issue within a few months of the installation We remedied this issue immediately with [redacted] Please help us understand why at this time a concern of "not installed right" was never brought to our attention? If this was a true concern at the time, we could have immediately addressed any issues pertaining to the doors Again, the claim is stating a problem with all the doors This is a bit confusion, when only one door was brought into question on our visit that spearheaded the initial Revdex.com complaintIt could be clearly understood the crack was existing in the wall However, evidenced by the separation in the corner of the interior casing (picture attached) which has clearly separated since installation The trim would not have been installed or accepted this crooked initiallyAs mentioned in our earlier statement if the decorative trim around the glass has cracked, this is a warrantied item Warranties apply to the product only and do not include any labor per the manufacturer's warranty, however Berry Door & Window extends a labor warranty within the first year of installation as a value add We will be more than happy to provide a replacement glass frame at no cost If the customer would like for us to install it, our service charges consist of an $service call fee and an hourly rate of $per hour prorated on 15-minute increments [redacted] Berry Door & Window

See attached response

Initial Business Response /* (1000, 8, 2015/12/03) */
We responded to every call from Mrs***'sHer initial call was about bugs (ladybugs) coming into her homeWe addressed the initial call by asking her to call an exterminatorMrs*** called us a second time a few weeks
later complaining about the same problemBugs (ladybugs) are coming into her homeMrs*** feels it is our new windows allowing bugs to come in her homeMrs*** ask us to come out and check the caulking around the windowsWe visited her house on 11/30/We check all the caulk around the windowsEverything was goodShe asked us to apply some additional caulk in a few areas, which we did for herMrs*** said she was satisfied and appreciated us coming out

Initial Business Response /* (1000, 7, 2016/02/02) */
All work has been completed to the satisfaction of Mr& Mrs***We apologize for any misunderstandings or inconvenience this has caused
Thank you,
***

Complaint: ***
I am rejecting this response because:
The doors were not installed rightThe house was already settled and that crack in the foundation was already there before the doors were installedSome of the other doors were installed incorrectly which I did not notice right awayI am not pleased with how this work was doneThe decorative trim around the glass for the patio door has broke and cracked as well
Sincerely,
*** ***

Attached is a copy of Mrs***'s invoice. It clearly states the warranty at the bottom on all the products she has purchased. First, I would like to answer her on the window issue. Soft-Lite (window manufacture) no longer makes the style of window she purchased. This means
we can no longer get an entire sash from the company. Because of this we are going to replace / re-glaze the sash for free. Even though she is years out of labor warranty. Second, the mini blinds between the glass comes with a year product warranty and a year labor warranty. The product warranty on Mrs***'s glass expired in 2011. The issue of seal failure was reported to us in March of 2016. The warranty on the mini blinds has been expired for years. The labor warranty on the mini blinds has been expired for years. In speaking with Mrs*** on March 25, I informed her the mini blind product and labor warranty has expired and we would be happy to give her a bid to replace the piece of glass.See Attached Thank you, *** ***

We acknowledge there was a finish issue within a few months of the installation.  We remedied this issue immediately with [redacted].  Please help us understand why at this time a concern of "not installed right" was never brought to our attention?  If this was a true concern at the time, we could have immediately addressed any issues pertaining to the doors.   Again, the claim is stating a problem with all the doors.  This is a bit confusion, when only one door was brought into question on our visit that spearheaded the initial Revdex.com complaint. It could be clearly understood the crack was existing in the wall.  However, evidenced by the separation in the corner of the interior casing (picture attached) which has clearly separated since installation.  The trim would not have been installed or accepted this crooked initially. As mentioned in our earlier statement if the decorative trim around the glass has cracked, this is a warrantied item.  Warranties apply to the product only and do not include any labor per the manufacturer's warranty, however Berry Door & Window extends a labor warranty within the first year of installation as a value add.  We will be more than happy to provide a replacement glass frame at no cost.  If the customer would like for us to install it, our service charges consist of an $85 service call fee and an hourly rate of $120 per hour prorated on 15-minute increments. [redacted] Berry Door & Window

Large selection of windows and doors. Competeive prices with top notch quality. The showroom helps in making the correct decision. Very helpful personal. Before you make a purchaser from someone else call these guys!

Attached is a copy of Mrs. [redacted]'s invoice.  It clearly states the warranty at the bottom on all the products she has purchased.  First, I would like to answer her on the window issue.  Soft-Lite (window manufacture) no longer makes the style of window she purchased.  This...

means we can no longer get an entire sash from the company.  Because of this we are going to replace / re-glaze the sash for free.  Even though she is 10 years out of labor warranty.  Second, the mini blinds between the glass comes with a 10 year product warranty and a 2 year labor warranty.  The product warranty on Mrs. [redacted]'s glass expired in 2011.  The issue of seal failure was reported to us in March of 2016.  The warranty on the mini blinds has been expired for 5 years.  The labor warranty on the mini blinds has been expired for 13 years.  In speaking with Mrs. [redacted] on March 25, 2016 I informed her the mini blind product and labor warranty has expired and we would be happy to give her a bid to replace the piece of glass.See Attached Thank you, [redacted]

The company mailed me a check for the $500. The issue is resolved.

Initial Business Response /* (1000, 8, 2015/12/03) */
We responded to every call from Mrs. [redacted]'s. Her initial call was about bugs (ladybugs) coming into her home. We addressed the initial call by asking her to call an exterminator. Mrs. [redacted] called us a second time a few weeks later...

complaining about the same problem. Bugs (ladybugs) are coming into her home. Mrs. [redacted] feels it is our new windows allowing bugs to come in her home. Mrs. [redacted] ask us to come out and check the caulking around the windows. We visited her house on 11/30/15. We check all the caulk around the windows. Everything was good. She asked us to apply some additional caulk in a few areas, which we did for her. Mrs. [redacted] said she was satisfied and appreciated us coming out.