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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Revdex.com of Cincinnati,Thank you for contacting Renewal by Andersen with additional concerns from our customer. We are sorry to hear about their frustrations with this experience and certainly apologize for the timeframe to resolve this issue. We are absolutely willing to continue to work with this customer to address their concerns with our product. We have a service appointment scheduled for Thursday, October 6th at 8am. Since there are a variety of different concerns mentioned in their latest communication with the Revdex.com, our in home service visit is the best way for us to address these questions. Again, we apologize that this has been lengthy process and look forward to our service visit on October 6th, 2016. Renewal by Andersen of Cincinnati
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] It doesn't solve the issue that the doors are not like the original doors! It doesn't solve the issue that we were never told that Andersen only has two size standard doors. I now have to stain the trim myself because the work was extremely sloppy and would have been worse then what we already have. At this point Andersen is not going to make us happy. Please provide me with the number to call when the stain is complete so I can call to have trim put up. It was a [redacted]xxxx number.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Service technician came out to install new trim. Had us check the trim before putting up. After looking at the trim, the stain work looked sloppy so we decided that would would prefer to have them bring out new unfinished trim and I will stain it myself.
Regards,
[redacted]
Revdex.com of Cincinnati, Thank you for contacting Renewal by Andersen on behalf of a customer of ours from March of 2016. We pride ourselves on providing homeowners with the best experience and are sorry to hear this was not the case for this customer. We want to...
be clear that we did install the window that was ordered from this customer and have worked with them on several occasions to try to help address their concerns. They ordered a triple glider from us on March 28, 2016. Installation was completed on May 18, 2016. The customer informed us that they would like us to look at an area of the original stain that was visible from the previous window when it was removed. We went out and tried sanding and staining the area, but the customer was not satisfied. We then offered to re-trim the entire window, install a new extension jamb, and casing. We did this with the same stain from the same can and the trim took the stain differently. We tried a second time with the same results. We then had a new stain made at Sherwin Williams to try to exactly match the window. At this time the customer did not want us to do anything more. We have been in contact with the customer as recent as December 29, 2016 to discuss a solution that we believe should resolve their outstanding concerns. Please let us know if any additional questions remain. Renewal by Andersen of Cincinnati
Revdex.com of Cincinnati,We have ordered unfinished trim for this customer and will deliver it to the customer as soon as we receive it. Thank you,Renewal by Andersen of Cincinnati
Revdex.com of Cincinnati,Thank you for contacting Renewal by Andersen on behalf of our customer. We take customer concerns very seriously and will continue to work with this particular customer to address their concerns. We are dedicated to providing homeowners with the...
highest quality products and services. Renewal by Andersen had an appointment with this customer on May 27th, 2016. At this initial appointment, the customer moved forward with purchasing 2 patio doors. The customer noted that they needed service on a few windows previously purchased on a prior order. Renewal by Andersen agreed to help resolve this concern with a future service appointment. On May 31st, 2016 a service technician visited the customer’s home and determined that additional parts needed to be ordered to address their concern. Renewal by Andersen agreed to do this at no cost to the customer. On July 8th, 2016 we installed the patio doors for this customer. Follow-up work was needed because additional trim was required to complete this job. We installed the additional trim on July 22nd, 2016. After this was completed we were notified by the customer that they were not happy with the trim color because it did not match their existing trim color. A follow-up appointment occurred and we took a piece of their existing trim so we could provide the trim color the customer wanted. Matching the trim color is a time consuming process as it involves finding the correct color match with a paint company and then additional time to paint/stain the trim. We have been attempting to schedule the installation of the trim with this customer and have not received a call back. We made calls to the customer on 9/14, 9/15, 9/16, and 9/22. As soon as we hear back from the customer with an acceptable date/ time, we will install the trim to complete this project. We will continue to try to contact the customer at the number listed on their account, however they can always reach us directly at 800-471-8950 extension – 2. Please let us know if you have any additional questions. Thank you,Renewal by Andersen of Cincinnati
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Revdex.com of Cincinnati,Thank you for contacting Renewal by Andersen with additional concerns from our customer. We are sorry to hear about their frustrations with this experience and certainly apologize for the timeframe to resolve this issue. We are absolutely willing to continue to work with this customer to address their concerns with our product. We have a service appointment scheduled for Thursday, October 6th at 8am. Since there are a variety of different concerns mentioned in their latest communication with the Revdex.com, our in home service visit is the best way for us to address these questions. Again, we apologize that this has been lengthy process and look forward to our service visit on October 6th, 2016. Renewal by Andersen of Cincinnati
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] It doesn't solve the issue that the doors are not like the original doors! It doesn't solve the issue that we were never told that Andersen only has two size standard doors. I now have to stain the trim myself because the work was extremely sloppy and would have been worse then what we already have. At this point Andersen is not going to make us happy. Please provide me with the number to call when the stain is complete so I can call to have trim put up. It was a [redacted]xxxx number.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Service technician came out to install new trim. Had us check the trim before putting up. After looking at the trim, the stain work looked sloppy so we decided that would would prefer to have them bring out new unfinished trim and I will stain it myself.
Regards,
[redacted]
Revdex.com of Cincinnati, Thank you for contacting Renewal by Andersen on behalf of a customer of ours from March of 2016. We pride ourselves on providing homeowners with the best experience and are sorry to hear this was not the case for this customer. We want to...
be clear that we did install the window that was ordered from this customer and have worked with them on several occasions to try to help address their concerns. They ordered a triple glider from us on March 28, 2016. Installation was completed on May 18, 2016. The customer informed us that they would like us to look at an area of the original stain that was visible from the previous window when it was removed. We went out and tried sanding and staining the area, but the customer was not satisfied. We then offered to re-trim the entire window, install a new extension jamb, and casing. We did this with the same stain from the same can and the trim took the stain differently. We tried a second time with the same results. We then had a new stain made at Sherwin Williams to try to exactly match the window. At this time the customer did not want us to do anything more. We have been in contact with the customer as recent as December 29, 2016 to discuss a solution that we believe should resolve their outstanding concerns. Please let us know if any additional questions remain. Renewal by Andersen of Cincinnati
Revdex.com of Cincinnati,We have ordered unfinished trim for this customer and will deliver it to the customer as soon as we receive it. Thank you,Renewal by Andersen of Cincinnati
Revdex.com of Cincinnati,Thank you for contacting Renewal by Andersen on behalf of our customer. We take customer concerns very seriously and will continue to work with this particular customer to address their concerns. We are dedicated to providing homeowners with the...
highest quality products and services. Renewal by Andersen had an appointment with this customer on May 27th, 2016. At this initial appointment, the customer moved forward with purchasing 2 patio doors. The customer noted that they needed service on a few windows previously purchased on a prior order. Renewal by Andersen agreed to help resolve this concern with a future service appointment. On May 31st, 2016 a service technician visited the customer’s home and determined that additional parts needed to be ordered to address their concern. Renewal by Andersen agreed to do this at no cost to the customer. On July 8th, 2016 we installed the patio doors for this customer. Follow-up work was needed because additional trim was required to complete this job. We installed the additional trim on July 22nd, 2016. After this was completed we were notified by the customer that they were not happy with the trim color because it did not match their existing trim color. A follow-up appointment occurred and we took a piece of their existing trim so we could provide the trim color the customer wanted. Matching the trim color is a time consuming process as it involves finding the correct color match with a paint company and then additional time to paint/stain the trim. We have been attempting to schedule the installation of the trim with this customer and have not received a call back. We made calls to the customer on 9/14, 9/15, 9/16, and 9/22. As soon as we hear back from the customer with an acceptable date/ time, we will install the trim to complete this project. We will continue to try to contact the customer at the number listed on their account, however they can always reach us directly at 800-471-8950 extension – 2. Please let us know if you have any additional questions. Thank you,Renewal by Andersen of Cincinnati