Castlehouse Window Distributors Inc

Thank you for the info. We have an email trail and phone log of calls/texts to customer regarding his concerns
The manufacturer reviewed the order that was placed and shipped. Customer received what was requested/ordered as it relates to the glass type (see
email below). Customer was advised of this, but is not satisfied and believes it is wrong. We are a distributor of the product and not the manufacturer. Customer has directly contacted manufacturer as well.
I have requested screen sizes needed from customer and will provide once I receive info from customer to re-order torn screens. We ordered and delivered replacement screens on Feb19, 2014. If there are additional screens needed, as stated, we need size/s to handle.
Communication regarding glass on patio doors:
Date:
Tue, Jan 21, 7:
pm
To:
***@aol.com
Cc:
"*** ***"
Folder
From
Subject
Date
Size
The order states Artisan and glass. Unless there is something that you
can provide that shows otherwise, I am certain your order is correct
We will work on handling the other service items and will advise you when
all materials are here.
Thank you for your patience

Thank you.  We did make a request to the manufacturer and they reviewed order that is in their system.  The manufacturer determined that there was no reason to do a jobsite visit for the reason that customer stated:  the glass in the patio doors is different than the windows and not what was ordered.  Order is system shows that customer did receive what was ordered:  LowE 366 glass.  The LowE 366 can have a different color depending on the size of the glass, so windows may appear different than the Patio Door glass due to the size difference, yet all are LowE 366. 
Customer is stating he didn't receive LowE 366 on the two patio doors, but we have nothing to confirm that this is true.
We are the distributor only.  I can put another request in and see if Manufacturer Rep can schedule a jobsite visit.  Other than that, it is out of our hands.  He has contacted manufacturer directly and I have updated them on his position.  Again, will request that the manufacturers rep do a jobsite visit.

This complaint has not been resolved yet and they are still not sending a rep from the window manufacturer out to verify my order that I have been told by multiple people that deal with theses windows is wrong.

Review: I'm in the process of making my home more energy efficient. After doing extensive research on energy efficient homes, I decided to stat by replacing my windows and sliding glass doors.I contacted Castlehouse Window Distributors and a sales representative was sent to my home. I communicated my objective of energy efficiency to the sales representative, and she suggested a Product made by AMSCO.The product we agreed on is the AMSCO Artisan series with CozE HV(LowE 366) glass in white vinyl,the most energy efficient combination in this category.This statement is supported by the original quote I have in my possession. I contacted my sales representative to purchase three sliding glass doors off of my original quote. The price of a new construction 96" x 80" sliding glass door on said quote is $623.71 in white vinyl. I stated to my sales representative that I wanted to order the doors in bronze not white. She stated there would be an increase in price and asked if I was ok with the price change. I agreed to the price change and was given a new price of $813.66. However, after the doors were ordered I noticed there was a major mistake.I had been charged $813.66 but downgraded to a door that is three levels less efficient, according to the AMSCO website and calling AMSCO headquarters located in Utah. I contacted the sales representative who placed the order and informed her of the mistake. She stated she would look into the matter and get back to me. After several attempts to resolve this matter, $2,294.34, and no resolution in sight I am exhausted and just want a refund.Desired Settlement: My desired settlement is a refund. I have phone text correspondence with the sales rep who made the mistake stating, to fix the problem is going to cost her money. I offered to split the cost with her but she stopped responding to my text/calls. My offer to split the cost is off the table.

Business

Response:

I received your letter regarding [redacted].