Castle Rock Remodeling

Initial Business Response /* (1000, 5, 2015/05/12) */
Contact Name and Title: *** -Office Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@castlerockstl.com
This customer is from Castle Rock Contracting was not in business in Her business was with Castle Rock Remodeling
Mrs*** called in on May 8th,stating that her windows would not lockWe attempted to explain to her how to fix this problemIt is a simple mistake, usually caused by the top of the window not being pushed up all the wayShe was unwilling to try this and wanted to have someone come to her property to fix them for herI explained to her that the windows were installed by Castle Rock Remodeling in 2013, not Castle Rock ContractingWe were not in business at this timeWe require a $trip fee to send a service technician out to a customers property(the same requirement per her warranty with Castle Rock Remodeling)She did not want to pay this because she said it had been an issue since she had the windows installedAs a gesture of good faith, we waived the fee and told her someone would be at her property Monday afternoon (5/11/15)Our service technician went to the property Monday afternoon, raised the top portion of her windows and they locked properly
Initial Consumer Rebuttal /* (2000, 8, 2015/05/13) */
The business has resolved my issueThey came out and made me very well satisfied as a customerThey sent someone out in a timely manner and went above and beyond the call of duty