Big Easy Limos, Inc.

On Thu, May 7, at 7:PM, *** *** *** wrote:Sidex contacted me, said they will be here Fri5-8-to take care of this matter. Thanks for your excellent response to my complaint

Though NOT in writing, Sidex DOES replace rotted wood.......to the window opening, NOT to the wall near a window or a wall in another roomUnfortunately, it is our understanding that this also includes the floor of the homeThis is also beyond the scope of the work Sidex does or would include in any projectAgain, we understand the shock this must be to Mr***In over years we have never come across an issue such as this when installing a window

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Saying sorry does not solve anythingThe rotten wood is at the bottom on the list of my frustrationsI was told verbally and written on the contract that all rotten wood would be replaced even after the Sidex salesman saw the rotten drywall After assurance that everything would be taken care of I signed paperwork binding me to pay for these windowsAfter this contract was signed when things flipped and the frustration set inThe company in their vague writing on their contract states all rotten wood Had I known that the rotten wood was going to not be something they could have fixed I wood have looked around for other solutions to a company that could do both This window cannot go in with out fixing the rotten woodTherefore it should be sidex's responsibility They have mentioned time and time again that that is out of their scope of work they can doUnderstandable, as they are a window companyThat should not elinquish their responsibility in fixing the matter. Regards,
*** ***

We have scheduled a service call to resolve his issues, yes it has taken longer than we would like it to take, our installers perform our service calls and we try to schedule around their installations, when Mr [redacted] called on 6/21, we had just received a cancellation for an install on 7/1 so we...

naturally assigned him that day as we had an opening right then and there. We stand by our product and will do everything to correct the problem he is having

We have the slip resistant coating and are trying to find a time we can come out and apply this to the tub, we will be contacting home owner shortly

Service ticket has been reassigned to different installer,the installer lives closer to the city the [redacted]'s reside in, should here from installer within a couple of days

[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 [redacted], and find that this resolution is satisfactory to me. I have not spoken to the representative since the day he came out and inspected the tub. I am expecting that I will be contacted soon with more details.
Regards,
Royd [redacted]

Some of the facts are missing……for over 26 years, Sidex replaces rotted wood to the opening of the new window(s) being installed. (Sidex, or anyone else must, in order to secure the window properly in the opening).Once Mr. [redacted] started removing his wet drywall, he found (and sent Sidex pictures)...

of the studs below the window opening and down to the floor was wet and/or rotting! In addition, the exterior wall board was also wet and/or rotting!!!!!We explained to Mr. [redacted] that the issue(s) with the wall are FAR beyond anything Sidex has dealt with in over 26 years. Replacing a section of wall is 1.) beyond the scope of anything we do and have EVER done, and 2.) Sidex does not have the personnel with the experience or know how to replace a section of wall below and to the side of this window opening………..We’re open to any practical solutions to assist Mr. [redacted] with this unforeseen issue.

SiDEX was out to this home to adress the issue(s). This repair could not be done at that moment……new material had to be ordered (this was a custom order due to the ‘Ivy’ color). This material was delivered to us this week and before the week is over, the repair should be complete!

As was told to the customer, we are assisting our customers with replacing the failed glass units, and are waiving the price of install, the cost is for glass only, we are not liable for a companies inability to maintain their business and we are doing our best to service our customers

Glass is in, trying to coordinate with installer to get to Oregon WI, have upcoming installations in Madison and will get it installed when we are there

sidex still has not resolved the issue.

As I explained to Mr [redacted], our service department is back logged, I have documented all of his inquiries in our service log:11/30/15-has not heard anything, wants this resolved, left voice mail11/18/15-floor of the tub has alot of give and feels spongy, does not hear squishy sound but very...

spongyWe have his service request and we are working diligently to get it scheduled, we have not forgotten about him and should be getting to his service in the next week

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
When Sidex sold these windows they warrantied them as the entire window if the windows were damaged or scratched in any way including the glass the warranty was to cover the replacement. This warranty was the reason we purchased them from Sidex, it is not my problem that the window supplier has gone out of business, it is Sidex's responsibility to honor their warranty.
Regards,
[redacted]

Glass replacement has been received, issuing service ticket to installer working in Sun Prairie next week, will be contacting you to install the 2 correct pieces of glass

the warranty in question was with Republic Windows and Doors, the company went out of business December of 2008, as we advised the McCormacks of this, explained that we could help them but it would be at their cost to replace the broken glass, furthermore, if the warranty was in place broken glass...

is not a warrantied item and they would have to pay to replace anyway, we informed her that it would be cheaper to look locally as we not only would have to charge her for the glass we would have to charge for a trip charge as it is not in Milwaukee, the company can not be held liable for poor business practices of the manufacturer

As stated previously, we are willing to provide them glass replacement at their cost, we would be willing to waive the trip charge and just pass the cost of glass on to them

As stated in earlier responses, we will stand by the warranty that the manufacturer provided, her screens in this case have been ordered and as was stated earlier the service labor and charges being assessed by the manufacturer are being waived. As stated earlier Sidex cannot be held liable for animals causing damage to screens.

will be contact Tuesday 1/102/16 to schedule install next week