Burke Builders

We have spoken to the customer and are working on a resolution

We are in touch and meeting with the customer.She had sent a letter that was returned by the post office.  She thought we ignored it.

Our manager is visiting tomorrow.  I understood we communicated Friday.  I'm sorry for the delay in getting to the inspection.  FYI - its very unusual for a problem like this to arise 6 years later from an installation problem.  It will likely be referred to the manufacturer but that requires a managers inspection.Thank you.

The vinyl on the window in question was fixed at the home last Friday. Everything on the agreed upon punch list has been completed. Payment is now due for the project and needs to be addressed today. The project has been completed in accordance with manufacturer specifications and best practices. We are happy to have a manufacturer's representative review the project and professional installation. However, arranging that review does not warrant any further delay in the payment for the project. That must be handled today. Thank you.

[redacted] called me Thursday - I returned her call the same day.  Our installer called her Friday.  We are working on this.We did not supply the window in question.  Indeed we asked [redacted] to communicate with the window company as they may have accidental glass breakage coverage....

 Its unlikely our warranty will cover this.  The crack is on the inside pane of glass.  Unless we were negligent (ladder through the window) we are not responsible for ancillary damage that can occur from our work - most common are nail head pops in the inside drywall.  The report card the customer supplied scored the crew 10 (out of 10) and noted "excellent work".  I can assume there were not instances of negligent behavior based on this rating.We communicated Thursday and Friday.  Today is Monday.  At this point, we will stop looking into the matter further.

I spoke to [redacted] Thursday afternoon.  We agreed to an action plan which we immediately undertook.  Before close of business Thursday we authroized the order of replacement parts and engaged the manufacturer representative.  Our local Production Coordinator sent an Email with this...

update.  Despite IMMEDIATE action, we received a complaint.  The manufacturer rep will visit Monday and agree to corrections to be made - as well as confirming the replacement parts list.I committed to make all corrections and we will do so.  I'm not sure why [redacted] filed a complaint less than 16 hours after we agreed to a plan.....

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.  
I offer thanks to Allied for confirming that my final invoice is paid in full. Thank you for confirming that the recently received invoice is incorrect.I find comments regarding down payment to be irrelevant. Nothing about down payment is being disputed. At this point, my position is that Allied ought to offer me further discounts (refund) on this work. I appreciate that 10% off was offered after the first two crews failed to meet expectations. Unfortunately, crew 3 also failed expectations and ultimately had to be replaced by a 4th crew. As this project played out over 9 weeks, I incurred severe personal hardship, lost time from work, an injured pet, and a final result that does not meet my expectations. Allied provided an additional $500 discount which only covers my vet bill and travel time. Ultimately, I still have no compensation for roofing damage, chimney damage, window damage, grass damage, an improperly mounted storm door, additional personal hardship, and siding that still does not meet expectations. Regards,[redacted]

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.  
From: [redacted] Sent: Monday, December 05, 2016 1:17 PM To: drteam <[email protected]> Subject: ID [redacted] - UnresolvedMy Complaint # ID [redacted] remains unresolved.  The work left to perform consist of:1.       REPAIRING BRICKWORK2.       CLEANING SMEARED MORTAR FROM OUTSIDE WALLS 3.       CLEANING SPILLED PAINT ON ROOF, DRIVEWWAY, OUTSIDE WALLS AND FLOWERBEDS4.       FURNISHING IPAD.[redacted], RCDDCHIEF EXECUTIVE OFFICER Corporate Headquarters [redacted]
[redacted]
[redacted]
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[redacted]From: [redacted] [mailto:[redacted] Sent: Saturday, November 12, 2016 9:41 AM To: [email protected] Cc: [redacted] <[redacted] Subject: ID [redacted]   11/12/201[redacted]
[redacted] Dear [redacted] : This message is in regard to your complaint submitted on 9/27/2016 against Allied Siding and Windows.  Your complaint was assigned ID [redacted]. You recently filed a complaint on the above mentioned company.  The last we heard from you the issue was not resolved.  Please provide us with an update and advised which items (if any) remain unresolved. Please complete and return it as soon as possible. Are the issues resolved?   ____________NO  If yes, when was the issue resolved? NOT RESOLVED____________________ If no, what issues remain outstanding? REPLACING 2 WINDOWS, REPAIRING BRICKWORK, CLEANING PAINT AND MORTAR FROM VEWWAYS, WALLS AND FLOWERBEDS, FURNISHING IPAD. Did you ever file your case through the court system?  ___NO_________ If so please include a copy of your filing or judgment for our files. Signature: [redacted]__________________Date: 12/12/2016_________________________ Please respond just as soon as possible to this inquiry.  Feel free to email the information to [email protected] ; make sure to reference your case number. Regards,

We have spoken to the customer and are scheduling the punch list completion.  The glass (coming from the manufacturer) comes in tomorrow.

[redacted] - as you know we identified a hand picked crew to make any needed corrections.  However, you did not want them to complete the work.  While we remain ready to make any needed corrections, [redacted] We regret the issues with the completion of your project.  We are not perfect but we stand by our work - period.  As you note we have not avoided the issues - to the contrary we have tried to make things right.  The crew you sent away has a track record of finishing challenging projects very strong. We are happy to discuss at any time as well.

[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 would be satisfactory to me.

Wow - we have spoken a dozen times.  The [redacted] representative told you the work was done right.  What would you like me to do?

There must be some confusion. Leonard never made an appointment with Mr. [redacted]; thus, there was nothing to back out of. When Leonard called Mr. [redacted], he was told that it was too late and that another company had been hired. The project was reviewed and examined by our Regional Manager - Bryan H[redacted] - in January. He walked the property with Mrs. [redacted]. Regardless, there are no corrections that Allied can make at this point because the project was completely redone.

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.  The assertion that Leonard did not schedule two meetings with me and then fail to show up twice is patently false and a lie. This is certainly par for the course in dealing with Allied. They have lied to me repeatedly throughout my dealings with them. While Bryan did come to my home and inspect the shoddy installation he never again contacted me with any plan to repair the work. I will stand as an unhappy former customer of Allied and will make sure to share my experience and photographs with other interested parties.
Regards,

[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.comThe [redacted] rep came to my house a week ago. Andrea of Allied emailed to let me know installer would contact me to schedule installation of replacement parts. I have not heard from the installer.
Job completion is still pending. [redacted]

[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 would be satisfactory to me provided they pay $250.00 for the cost of the window and installation which the window provider agreed to. Please forward a check to me so we may resolve this matter. [redacted]

Mr. [redacted]'s project has been completed. He is scheduled to pick up his [redacted] and make payment today.

Allied's Senior Crew Leader Jay [redacted] inspected the windows at Mr. [redacted]'s house. Jay has 16 years of experience leading window installation crews.Jay's professional opinion is that Mr. [redacted] has a batch of bad glass. He is experiencing an insulated glass unit failure. While that sometimes happens with windows, it certainly should not happen on the number of windows that Mr. [redacted] has experienced. There is nothing wrong with the way that the windows are installed. They have been installed correctly and in accordance with [redacted]'s best practices.Jay suggested that the windows should be cleaned so that it's easy for [redacted] to acknowledge the IG failure. There is brown overspray on some of the windows. The picture windows on the front have algae starting to grow on them. Jay suggested that the front windows should have larger weep holes or more weep holes to help them drain faster. The operating windows have dirt and sap on them that would need to be cleaned so that it can be determined which windows have an IG failure.Once the windows have been cleaned, it should be easy to tell which windows have an IG failure. If it's an operating window, [redacted] will generally replace the entire sash, which could be installed by Mr. [redacted] in under a minute. For picture windows, [redacted] will either replace the entire window or just the IGU. Either approach would solve the issue for Mr. [redacted], but those corrections should be done by a trained window installer.Once Mr. [redacted] has a better idea of what needs to be installed by a trained professional, he's welcome to contact Allied and we'll be happy to give him a price for installing the replacement windows that he receives from [redacted].

[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 would be satisfactory to me.  
We have paid the remaining balance on this account and are waiting for an estimated timeline to have the following punch list completed.-2 screens reordered-Dented frame on upstairs window-A/C and Power line reattached to the home-minor drywall repair in play room, bathroom, and bedroom-roofing on patio cover repaired

We have attempted to reach Mr. [redacted] numerous times since he contacted the Revdex.com, and we have left several messages. Thus far, we haven't received a return call.