Busatta & Cheatwood

We communicated with this customer and per our explanation to them, we are not permitted to provide a refund in a different payment method of the original payment methodThey paid with a credit card so we refunded the credit card We gladly provided the full refund requested, in addition to additional compensation for their troubleThe customer agreed to this solutionEveryone in our organization strives to exceed our customer’s expectations in everything we do;and we were under the impression we had made this situation right

We apologize for not meeting this customer’s expectationsAdmittedly, there were some issues but our new Production Manager has informed us that all issues that the customer has reported have been dealt with except for some hardware and a screen which are scheduled to be completed week
After that, all issues should be resolvedWe have discounted the project by $2,and will provide a final invoice showing that the customer owes nothing

We are very sorry for this situation and apologize for not meeting the customer’s expectationsAccording to our records, the manufacturing facility shared the passing results of the sash heat test with the homeowner on 9/6/Additionally, the customer wrote that the person she spoke to at manufacturing stated the problem could be fixed with thicker, laminated glassWe don’t sell this product and she did not request this glass until after the installation was completeTherefore, we could not advise her that we do not sell this glass. We feel we have done everything we can to satisfy the customer

Unfortunately, Ms*** was expecting a product our company doesn’t make. She had shared with us she found noise blocking glass that Andersen makes on another company’s website and thought this was the glass used in our windows It is not. We have had our manufacturing factory
test the windows and they are up to our standards for temperature control. We make no claims on noise reduction, though that is a common comment from customers that have our windows. The windows installed are the windows contracted as we don’t sell any other windows. We are sorry that she is not happy with the windows

We communicated with this customer and per our explanation to them, we are not permitted to provide a refund in a different payment method of the original payment method. They paid with a credit card so we refunded the credit card.  We gladly provided the full refund requested, in addition to...

additional compensation for their trouble. The customer agreed to this solution. Everyone in our organization strives to exceed our customer’s expectations in everything we do;and we were under the impression we had made this situation right.

Complaint[redacted]
I am rejecting this response because:A representative with the corporate office at Renewal by Anderson manufacturing facility in Minnesota spoke to me at the end of October and the first week of November.  At that time, I talked to him about the sash that had been sent in for heat testing. They could not find the sash.  I also talked to him about the noise issue and he told me that problem could be fixed by a thicker, laminated glass but he disn't say anything about that NOT being available.This is the first that I've heard that the glass sash sent in for testing had been found and tested and found to be up to your company's standards for temperature control.  Why was that information not passed on to me?  In addition, I was told by the Production Manager who I have been working with since July 10, 2017 when the windows were installed, that after the results of the testing was final that the noise issue could be addressed.  He never said that such a product was not available with your company and surely he would know.  He also said that he had discussed with the General Manager an offer of some type of compensation for the overpromising by the salesman on the noise issue and the poor experience that I had with the installation crew and all of the time and effort I have had to go through to try to get these issues resolved.  He said that is not the experience Renewal by Andersen wants for their customers.The bottom line is that if the company did not have the product I wanted and expected, the salesman should have said so and I would not have bought the windows.  Now that I have bought the windows, I would appreciate some sort of compensation that shows the company wants to honor their reputation as being honest and fair when expectations were not met.
Regards,
[redacted]