Complaint: [redacted]
This response does not address the issue because: The main issue was not the cabinets or counter tops, the issue was with the customer service and the jealousies. And yes I am bitter because I spent nearly $13,000 on jealousies that were not what I had asked for. However, the last few days Mr. M[redacted] has phoned me a couple of times and made me a more than fair price on replacement jealousies which I appreciated very much. I went down today and paid for those replacements. Because of this I would like to close my complaint as it has been resolved to my satisfaction barring any unforeseen incidents between now and delivery of the jealousies. Honsador as a company has still left a sour taste in my mouth and I will not be using them after this because of poor customer service and communication from the company as a whole.Mr. M[redacted] thank you for working to resolve this issue with me, I appreciate the offer you extended to me and it is sincerely appreciated.
Sincerely,
[redacted]
Attn: Revdex.com Date: 10-16-2015
From: Craig B[redacted]
Claim #[redacted]
Agent: [redacted]
Issue: [redacted] / [redacted] Project
To whom it may concern:
Honsador is a company with outstanding character and integrity and conducts business in a very organized and professional manner. ...
Mr [redacted] is having a home built by [redacted] in East Hawaii and his contractor has purchased a number of building products for his home from Honsador Lumber.
Mr [redacted]’s windows were special ordered and I have attached a signed copy of the special window order for Mr. [redacted]’s home. This order was reviewed, signed and ordered by Mr [redacted]’s general contractor [redacted]. Within the attachment is a special order form that Honsador Provides and requires signature stating the terms and conditions of the order and specifies that all products have been reviewed for accuracy, quantities, types, size, etc. Our process helps insure that the customer receives exactly what is ordered. We confirmed the order upon receiving the material in Hawaii as specified within the special order.
Included in the attachment you will see a number of email communications with Jeff M[redacted] and Mr [redacted] concerning that cabinets that were ordered for his home. The cabinets were quoted in multiple types and in different styles. Upon Mr [redacted]’s decision the cabinets were transferred from our distribution warehouse in Kapolei and assembled in Hilo. As with many cabinet orders issues arise in quality control and finish and Honsador took the time to have multiple cabinets delivered to Hilo to be assembled that would meet the quality expectations of Honsador and [redacted].
We have continued working with Mr [redacted] concerning his windows and have offered to assist with the cost of replacing the clear blades on his windows to obscure glass.
Craig B[redacted]
Below are comments from Jeff M[redacted] / Honsador Outside Sales Rep
To: Craig
From: Jeff M[redacted] Honsador Outside Sales Rep
Issue: Revdex.com [redacted] / [redacted] Job
I am sorry that we have an upset customer. I have never had a customer that was this bitter about our service. In looking back I wish we had resolved issue sooner but, I’m not sure how.
Here is a timeline and what happened on our end.
As an outside sales person I rarely deal with the owner. I worked with the contractor all the way through this project.
Mr. & Mrs. [redacted] met with [redacted] and started paying for engineering fees, etc. in May of 2014
[redacted] started purchasing foundation material in May 2015.
We started ordering special order material.
Re: [redacted] was cut May 5, 2015 but, took a few more weeks for some changes in design and [redacted] wanted Mr. [redacted] to sign off. On May 26th we got the OK to proceed. We originally had the front windows as full jalousie and they wanted the ½ jalousie and ½ picture. We had many conversations about timeline on a full Jalousie window package. [redacted] knew very well of how long it would take to get these windows. They were used to a stocking window program and a special order package was going to allow them to change their scheduling in order to account for the long lead time.
They received the windows on July 30, 2015. Mr. [redacted] called and said that the windows were supposed to be Obscure blades. My heart dropped out when I heard this. I started looking in to it and went through all of our notes and [redacted]s notes. There was no mention of obscure glass. I called the ** and he did not know anything about needing obscure glass. I am sick about the customer not getting what he wanted but neither the ** or us knew anything about the [redacted]’s wanting obscure glass.
We have offered to provide the glass at our cost for the complete home. Then, per Mr. [redacted]’s request, we offered to provide the bedrooms & bathrooms at our cost. I have called and e-mailed but no response.
Re: Cabinets
We started quoting cabinets on June 26th. We quoted many styles so they could compare. On June 30,2015 we quoted [redacted], v/s Oak and counter tops. Oak was the cabinet in the package and Lisa tried to match the [redacted] to the Oak package but the design was different so it’s close. Once the discussion was made to go with [redacted] we started working with the contractor on design. We went to the home to measure and realized that there was not enough room to provide a lazy Susan. On July 10, 2015 we offered the layout with the blind corner cabinet and went over the layout with the **. After a couple more modifications, he signed off on Aug.25,2015 and the cabinets were ordered. Cabinets were delivered on Sept 23rd. This was a longer lead time from Oahu than expected and we had a cabinet missing, that we flew in but, this took another few days.
We offered our granite and very low margin but, the [redacted]’s chose granite from a different supplier.
Please see attached correspondence and let us know if you have any questions.
Thank you,
Jeff M[redacted]
To Whom it May Concern: The issue Mr. [redacted] is speaking of is a warranty issue with the manufacturer. Plygem’s procedure for warranty claim is stated as the following: “Contact the PLY GEM Warranty Claims Department at (800) 635-6253 promptly following the discovery of any...
covered defect. PLY GEM will investigate the claim, and if a defect covered by the warranty is confirmed, PLY GEM shall, within a reasonable amount of time, either repair or replace the defective window or door or refund that amount paid by the original property owner/consumer for the window or door, per the terms of this warranty. This warranty is effective on PLY GEM window and door products installed on or after September 24, 2008. This warranty supersedes the written warranty previously issued by PLY GEM, code #20-65-203” When Mr. [redacted] contacted our window dept. on 1/18/17 our salesperson sent in an email request to our Plygem Rep. requesting service, Mr. [redacted] was included in this email. About a week later, 1/26/2017, Mr. [redacted] contacted us again, via email, and stated that he had not heard from Plygem on his service request. After receiving notice from Revdex.com we immediately contacted Plygem to inquire about our request regarding Mr. [redacted]. Unfortunately Plygem did not assign a claim with the local service rep upon our original request in January of this year. Honsador filed a second claim with Plygem after Mr. [redacted]’s complaint to the Revdex.com. Honsador followed up with the local Plygem repairperson for warranty services here on Oahu, their response was that they were issued a service ticket on 3/30/17 and scheduled the site visit for 4/5/17. The Plygem repairperson has since completed the site visit, checked all windows that pertain to his purchase and has placed parts on order and should have the repair completed in the next few weeks. We at Honsador strive to exceed our customer expectations before, during and after a sale.But there are times we hit bumps in the road, and things will fall through the cracks. We do apologize to Mr. [redacted]. Moving forward we have asked the plygem service department to keep us informed on Mr. [redacted]’s service so we can see it to its completion.
Complaint: [redacted]
This response does not address the issue because: The main issue was not the cabinets or counter tops, the issue was with the customer service and the jealousies. And yes I am bitter because I spent nearly $13,000 on jealousies that were not what I had asked for. However, the last few days Mr. M[redacted] has phoned me a couple of times and made me a more than fair price on replacement jealousies which I appreciated very much. I went down today and paid for those replacements. Because of this I would like to close my complaint as it has been resolved to my satisfaction barring any unforeseen incidents between now and delivery of the jealousies. Honsador as a company has still left a sour taste in my mouth and I will not be using them after this because of poor customer service and communication from the company as a whole.Mr. M[redacted] thank you for working to resolve this issue with me, I appreciate the offer you extended to me and it is sincerely appreciated.
Sincerely,
[redacted]
Attn: Revdex.com Date: 10-16-2015
From: Craig B[redacted]
Claim #[redacted]
Agent: [redacted]
Issue: [redacted] / [redacted] Project
To whom it may concern:
Honsador is a company with outstanding character and integrity and conducts business in a very organized and professional manner. ...
Mr [redacted] is having a home built by [redacted] in East Hawaii and his contractor has purchased a number of building products for his home from Honsador Lumber.
Mr [redacted]’s windows were special ordered and I have attached a signed copy of the special window order for Mr. [redacted]’s home. This order was reviewed, signed and ordered by Mr [redacted]’s general contractor [redacted]. Within the attachment is a special order form that Honsador Provides and requires signature stating the terms and conditions of the order and specifies that all products have been reviewed for accuracy, quantities, types, size, etc. Our process helps insure that the customer receives exactly what is ordered. We confirmed the order upon receiving the material in Hawaii as specified within the special order.
Included in the attachment you will see a number of email communications with Jeff M[redacted] and Mr [redacted] concerning that cabinets that were ordered for his home. The cabinets were quoted in multiple types and in different styles. Upon Mr [redacted]’s decision the cabinets were transferred from our distribution warehouse in Kapolei and assembled in Hilo. As with many cabinet orders issues arise in quality control and finish and Honsador took the time to have multiple cabinets delivered to Hilo to be assembled that would meet the quality expectations of Honsador and [redacted].
We have continued working with Mr [redacted] concerning his windows and have offered to assist with the cost of replacing the clear blades on his windows to obscure glass.
Craig B[redacted]
Below are comments from Jeff M[redacted] / Honsador Outside Sales Rep
To: Craig
From: Jeff M[redacted] Honsador Outside Sales Rep
Issue: Revdex.com [redacted] / [redacted] Job
I am sorry that we have an upset customer. I have never had a customer that was this bitter about our service. In looking back I wish we had resolved issue sooner but, I’m not sure how.
Here is a timeline and what happened on our end.
As an outside sales person I rarely deal with the owner. I worked with the contractor all the way through this project.
Mr. & Mrs. [redacted] met with [redacted] and started paying for engineering fees, etc. in May of 2014
[redacted] started purchasing foundation material in May 2015.
We started ordering special order material.
Re: [redacted] was cut May 5, 2015 but, took a few more weeks for some changes in design and [redacted] wanted Mr. [redacted] to sign off. On May 26th we got the OK to proceed. We originally had the front windows as full jalousie and they wanted the ½ jalousie and ½ picture. We had many conversations about timeline on a full Jalousie window package. [redacted] knew very well of how long it would take to get these windows. They were used to a stocking window program and a special order package was going to allow them to change their scheduling in order to account for the long lead time.
They received the windows on July 30, 2015. Mr. [redacted] called and said that the windows were supposed to be Obscure blades. My heart dropped out when I heard this. I started looking in to it and went through all of our notes and [redacted]s notes. There was no mention of obscure glass. I called the ** and he did not know anything about needing obscure glass. I am sick about the customer not getting what he wanted but neither the ** or us knew anything about the [redacted]’s wanting obscure glass.
We have offered to provide the glass at our cost for the complete home. Then, per Mr. [redacted]’s request, we offered to provide the bedrooms & bathrooms at our cost. I have called and e-mailed but no response.
Re: Cabinets
We started quoting cabinets on June 26th. We quoted many styles so they could compare. On June 30,2015 we quoted [redacted], v/s Oak and counter tops. Oak was the cabinet in the package and Lisa tried to match the [redacted] to the Oak package but the design was different so it’s close. Once the discussion was made to go with [redacted] we started working with the contractor on design. We went to the home to measure and realized that there was not enough room to provide a lazy Susan. On July 10, 2015 we offered the layout with the blind corner cabinet and went over the layout with the **. After a couple more modifications, he signed off on Aug.25,2015 and the cabinets were ordered. Cabinets were delivered on Sept 23rd. This was a longer lead time from Oahu than expected and we had a cabinet missing, that we flew in but, this took another few days.
We offered our granite and very low margin but, the [redacted]’s chose granite from a different supplier.
Please see attached correspondence and let us know if you have any questions.
Thank you,
Jeff M[redacted]
To Whom it May Concern: The issue Mr. [redacted] is speaking of is a warranty issue with the manufacturer. Plygem’s procedure for warranty claim is stated as the following: “Contact the PLY GEM Warranty Claims Department at (800) 635-6253 promptly following the discovery of any...
covered defect. PLY GEM will investigate the claim, and if a defect covered by the warranty is confirmed, PLY GEM shall, within a reasonable amount of time, either repair or replace the defective window or door or refund that amount paid by the original property owner/consumer for the window or door, per the terms of this warranty. This warranty is effective on PLY GEM window and door products installed on or after September 24, 2008. This warranty supersedes the written warranty previously issued by PLY GEM, code #20-65-203” When Mr. [redacted] contacted our window dept. on 1/18/17 our salesperson sent in an email request to our Plygem Rep. requesting service, Mr. [redacted] was included in this email. About a week later, 1/26/2017, Mr. [redacted] contacted us again, via email, and stated that he had not heard from Plygem on his service request. After receiving notice from Revdex.com we immediately contacted Plygem to inquire about our request regarding Mr. [redacted]. Unfortunately Plygem did not assign a claim with the local service rep upon our original request in January of this year. Honsador filed a second claim with Plygem after Mr. [redacted]’s complaint to the Revdex.com. Honsador followed up with the local Plygem repairperson for warranty services here on Oahu, their response was that they were issued a service ticket on 3/30/17 and scheduled the site visit for 4/5/17. The Plygem repairperson has since completed the site visit, checked all windows that pertain to his purchase and has placed parts on order and should have the repair completed in the next few weeks. We at Honsador strive to exceed our customer expectations before, during and after a sale.But there are times we hit bumps in the road, and things will fall through the cracks. We do apologize to Mr. [redacted]. Moving forward we have asked the plygem service department to keep us informed on Mr. [redacted]’s service so we can see it to its completion.