Castellano & Associates

[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]

Dear Sir/Madam, I have attached a response to the customer here.  Thank you!

Complaint: [redacted]
I am rejecting this response because:We research thoroughly this account and we...

did not provide any credit card information to this company.
[redacted] provided it and why is it not listed under any [redacted] accounts? Please google "Audible complaints" and you will see that hundreds of people have posted about this exact same experience. I have informed FTC and there will be follow up on their end. 
Regards,
[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]. I have no interest in keeping the account open, i.e. why should I log on to change my password? Wouldn't that cause the account to remain open? My PLEA is that they close the account completely, DELETE my credit card information, so that this mistake CANNOT happen again and again. That would close the case to my satisfaction.
Regards,
[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 is satisfactory to me.
Thank you for researching this issue and resolving it as well. I really enjoy my Audible books and have several hundred. Thank you for the gracious gift as well.
Regards,
[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 is satisfactory to me.
Regards,
[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 is satisfactory to me.
Regards,
[redacted]

Thank you for sending me Mrs. [redacted] concerns regarding her sliding screen door.  I wanted to respond to share some information that I feel is important concerning this issue.  Please find the following information below:Customer: Mrs. [redacted]Address: [redacted]...

**Contract date: 4/17/2001Contract #: [redacted]Mrs. [redacted] window and door purchase was made in April of 2001.  The manufacturer of the windows and doors we used, [redacted] Window and Door company, was sold to [redacted] supply company in 2003.  At the time of the purchase, [redacted] supply sent out a letter to all of [redacted] Suppliers stating that [redacted] Supply was purchasing the assets of the [redacted], but not the liabilities.  Therefore, there was no longer any warranty on the products previously sold by the old company.  This obviously leaves our hands tied on rendering any issues with Mrs. [redacted] products.  Since the install date of 2001, we have been back to Mrs. [redacted] home for a few issues, and made sure we corrected whatever her needs were, and have made sure we addressed her concerns both promptly, and to her satisfaction.  We have addressed a window issues, a storm door issue, and a patio door issue regarding her sliding screen on multiple occasions..  Considering the time frame since [redacted] went out of business, we no longer have any stock of repair parts or pieces, and we have no access to any warranty parts.  Approximately 4-5 years ago, Mrs. [redacted] called with another issue regarding her sliding screen door.  I again went to address her concerns and found the door to be un repairable.  The tracks had not been cleaned and had caused a failure to the rollers on the door. I then told her about the selling of [redacted], and the loss of the warranty.  Mrs. [redacted] brought up her warranty to me, and as a gesture, I custom ordered a new sliding screen door for her to fit the old door.  I absorbed the cost for this on both materials and labor. I told her at that time the tracks needed to be maintained, and cleaned each year.  Mrs. [redacted] began calling my office about one month ago complaining that the sliding screen door was again not operating.  I then told her I would come by and take a look at it for her.  I hadn't gotten there within a weeks time, and she called again.  I went that day, and took a look at the door.  When I arrived, it was pouring rain, but I went around the back of her home to look at the door.  Once again the door tracks were full of debris, obstructing the doors ability to operate properly.  I was able to get the door open, per her request.  She has asked me to come back and fix the door again, but it is not my responsibility to provide regular maintenance to her home.  This is what we told Mrs. [redacted], as well as again letting her know the manufacturer is no longer in business.  She has called a few times more wanting us to come and fix the door, and stated that her neighbor came over and cleaned the door track out. She has stated that It is not the debris causing the problem.  We have returned all calls from Mrs. [redacted], and told her each time that we were no longer able to help her.  we then received her complaint from the Revdex.com.  We feel as though we have gone above and beyond to help Mrs. [redacted], and at this point, we no longer has the means to provide her with new parts considering the manufacturers selling over 12 years ago, and cancelling their warranty.Thank you,[redacted] w/ Windows and Home Renovations Direct

o   Dear Sir or Madam: Attached is the response to your recent Better Business Complaint. Please feel free to respond with any further questions regarding this issue. Sincerely, William [redacted]Social Media & Executive Customer Relations Team Lead, Customer Care

Dear Sir or Madam: Attached is the response to your recent Better Business Complaint. This was originally sent to the customer on 4/14/2018 and the customer replied thanking us for the refund on 4/15/2018. Please feel free to respond with any further questions regarding this issue. Sincerely,...

Danielle [redacted] Social Media & Executive Customer Relations Team Lead, Customer Care

Although the business did not respond to this complaint, the consumer contacted Revdex.com and stated it has been resolved.

I have arranged to have a crew to Mrs. [redacted]s home within 1 week from today 4/26/17. If she does. It want us to provide the service at this point, then she just needs to let me know. Thank you,scott woldmanwindows and home renovations direct

Here is my official response to the Mr. [redacted] complaints and concerns: 1 - sound proofing: Per the contract, there was supposed to be insulation installed in the master bedroom ceiling. To my knowledge this was done, however, I was not on site when this work was to be done, so I cannot verify if...

it was done as contracted. I would suggest the home owner allows me to drill into the ceiling to verify if it's insulated or not. If it has been, this is a moot point. If it hasn't been, I have two options. First, we can drill holes and blow insulation into the ceiling cavities, or I can refund the 600.00 charge for the insulation. I will leave this up to the [redacted]. I am happy to do whatever they would prefer.  2 - Bathroom door: There was no bathroom door in place when the job was started. By the layout of th apartment, there's an arched opening into the bathroom that is plastered. There is no way to install a door there without excessive reconstruction and framing. I was asked toward the end of the job if I could install a bathroom door, and I said I would address it. I have the email if needed. There was never any discussion prior to that about a bathroom door, nor was there any expectation for one stated in the contract.  3 - Door knobs: there are five new doors in the apartment. One front door, one storage room door, and three interior bedroom or closet doors. There are two doors that I remember not having door knobs. I purchased knobs and will be happy to install them. This was an oversight by me. Having not heard anything from the [redacted] since completion, other than the complaint, I had forgotten about this.  4 - Work time: This job did in fact take longer than anticipated, however, we were working in the basement of a 100 year old home. I made it very clear to the homeowners that there was no way to know what type of problems, extras, or extended time it could take until we got into it. I even asked them if they had seen Property Brothers before, and they both chuckled and said yes at the signing of the contract. We used a time frame to complete the contract only.  There were never any concerns on the timeframe until their home was sold. Even theN, the timeframe never became an issue. I was told repeatedly it was not a problem and they understood due to all of the unexpected changes and upgrades. I was also put on hold due to lack of payment. The homeowners were waiting on the sale of some land up north, the settlement on Mrs [redacted] family home, and the sale of their house. I was owed over 10,000 dollars for approved work and they asked me to wait. I could not continue until paid. This weighed into the elongated time frame also. I have the emails if needed.  5 - Apartment costs: The [redacted] made the decision to sell their home knowing the apartment was not ready. I don't see how the 2500.00 in rent is my responsibility. I would also like to add that there was no reason for them to rent a fully furnished apartment. That was again their decision. Also, 2500.00 per month seems very excessive for an apartment in [redacted] I was told they were storing their possessions in and they were staying in one of the vacant apartments in the building we were working on.  6 - Move in without completion: This again was the [redacted] decision. They decided to move in prior to completion. They knew the kitchen was not complete. Neither I, or anyone else, made them take possession. There was about 2 weeks they lived there without the countertops, kitchen sink and appliances. That is all.  In closing, I would like to ask why there was no contact from the [redacted] to myself or my company regarding their concerns. I would have been happy to address these concerns, and taken care of the few small items left had they just called. I haven't heard anything from them since the end of September 2015. I am unsure as to why they waited so long, as well as why they lodged a complaint. This would have been handled much sooner had I known. I cannot fix things that I do not know are broken. Lastly, it is completely inappropriate, and unrealistic for the [redacted] to ask for 2500 in rental refunds, on top of 20,000.00 for incompleted work. Two door knobs and 600.00 in insulation possibly owed does not amount to what they have asked for.  Thank you and sincerely, Scott w/ Windows and Home Renovations Direct

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They still have not come out to make the repairs.
Regards,
[redacted]