Certified Auto Glass

Initial Business Response /* (1000, 5, 2016/01/27) */
GTFO Atlantic Window Works has done absolutely nothing wrong on Job #[redacted] completed Sept 23, 2015 for [redacted] was not present when GTFO restored the window).
As a matter of fact, we have gone over & beyond our contractual...

agreement (Limited Warranty).
If the customer supplied us with the information we requested in a timely & prompt manner, we would have been able to reciprocate in the same manner.
In response to [redacted] COMPLAINT 1 & 2:
To date we still have not received a copy of the Paid Invoice/Receipt from the Window Company or the Customer in [redacted]. Therefore we are unable to determine the refund amount that could be more or less than the [redacted] we charged for.
In response to [redacted] CONSUMER'S DESIRED RESOLUTION:
Upon receipt of the Paid Invoice/Receipt please allow 30 days for the refund payment.
As far as an apology from [redacted] has been dealt with in a courteous & professional manner.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to [redacted]s statement "If the customer supplied us with the information we requested in a timely & prompt manner, we would have been able to reciprocate in the same manner", the company has not returned my phone messages so the only correspondence throughout this ordeal has been by email. I can prove that I did indeed supply the company the requested information just 12 hours after requested on October 23 ([redacted]
See below for the transcript of all of our email correspondance:
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Jan 13, 2016
Hi [redacted],
This is my first day back at work since Christmas and funeral away, so I'm a bit overwhelmed with the backlog of work.
I will get back to you shortly.
[redacted]
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Jan 13, 2016
Hi again [redacted],
My frustration continues to grow. [redacted] in [redacted] have indicated that they still have not received the cheque that you promised me you would send to them on October 22 and again on Nov 27. I have a new glass insert waiting to be installed by them and would like to have it installed immediately and would like to pay them in full at the time of installation. If this is an issue of you not trusting me when I said that I will be installing a new glass insert, then please feel free to call them to verify. The fact is that I paid you for a [redacted] and you said if we were not totally satisfied with the job you would refund us. It seems peculiar that you would insist on forwarding the refund to a third party instead of me. I would like to see this matter resolved now, so can you please issue a refund cheque to me and send my address below?
I would appreciate a reply to this email.
[redacted]
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Nov 27, 2015
Hi [redacted],
We are away on a trade mission in [redacted], so I will contact [redacted] and ask her to locate your file and process the refund.
Thanks,
[redacted]
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November 23, 2015
Hi again [redacted],
I have just spoke with [redacted], the company that is replacing my picture window. It has been exactly one month since I gave you the [redacted]rmation that you requested and they have not received my refund check yet that you said was going to be sent directly to them. Can you please confirm that you will honour your word and send my refund to me or to [redacted].
Thanks,
[redacted]
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Oct 23, 2015
Thanks [redacted], they have opened a work order for me and will be measuring and installing the window soon. The company is [redacted], their [redacted] is pasted below.
[redacted] Ltd.
Phone (business hours): ([redacted]
Emergency (after hours): ([redacted] or ([redacted],[redacted]
Fax: ([redacted]
Email: [redacted]
Mailing Address:
[redacted], **
[redacted]
Physical Address:
[redacted], **
[redacted]
=================================
Oct 22, 2015
Hi [redacted],
Please provide us with the Glass company name & address so we can forward the refund cheque.
Thanks,
[redacted]
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October 20, 2015
Hi [redacted],
It has been a month since you guys did the job on our living room picture window (Job # [redacted]).I am disappointed with the results of the job. The moisture between the window panes dried up a few days after the job but about 80% of the window has a cloudy residue remaining. My wife said that you told her that if after several weeks we weren't satisfied with the results, you would refund us our payment. I am sorry to ask, but we will be replacing the window glass and would like a refund.
Looking forward to your response.
[redacted]
===============================
In conclusion:
1)[redacted]
2) With [redacted]'s new request for information, I will email the company a paid invoice for my replaced glass insert today.
3) I trust that [redacted] will finally do the right thing and carry through with her promise to refund me for the failed restoration job done on my window.
Final Business Response /* (4000, 9, 2016/02/04) */
On Jan 29/16 we received by email the customers copy of the [redacted] for payment.
To date the customer has not provided us with a copy of the original Warranty & Invoice Receipt for Job #[redacted] given to the customer by the Techs upon completion of the job.
This is required to process any claim as stated in the Warranty Document.
(The original invoice issued by GTFO and Warranty is required for any Warranty Claims. All claims under this warranty must be made by notice by mail, email [redacted]@gtfoatlantic.ca or fax to [redacted], within thirty (30) days of discovery of any damage or defect or dissatisfied, to GTFO Atlantic Window Works who shall provide:)
Final Consumer Response /* (4200, 12, 2016/02/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't know how to respond to the "Get the fog out" latest response. On three occasions the company has promised to send a refund cheque. The first promise was preceded by a request for me to send them the name of the company that was going to replace my glass insert, which I promptly complied, which resulted in no action on the company's part. The second promise just stated that they would have their employee pull the file and issue the cheque, which also resulted in no action on the company's part. The third promise was during this Revdex.com process as part of the company's response on January 27 which they promised to send me a refund cheque within thirty days of receiving my paid invoice for the glass insert replacement which I promptly did.
The company's Revdex.com response on February 4 stated that they still have not received a copy of the original invoice and warranty from the attempted repair job on September 23. This was the first mention of the need for these documents. I will gladly send the requested documents.
My requests through this Revdex.com process have remained unchanged. They are:
1) A full refund of $295 for the failed restoration job on my window.
2) An apology for the manner in which the company has treated me through the entire process. I have endured several broken promises that I would be issued a refund with no follow-up action from the company.

Initial Business Response /* (1000, 5, 2016/12/05) */
On Oct 1/16 we did receive a copy Warranty as requested but have not received a copy of the Receipt for payment on this Job [redacted]. The Warranty is for the Moisture Only which has been successfully removed.
Also we have not received pictures of...

the streaks in the 1 window as requested.
Oct 13/16 we responded via Fax to the client advising that Tech's will go onsite the next time they are in his area.
The Consumer's Desired Resolution to refund $[redacted] is not accepted as he paid $[redacted]+tax for the window.
Initial Consumer Rebuttal /* (3000, 7, 2016/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The affected window where the streak has happened had no fogging problems but the individual doing a test on the window
Indicated that it should be treated with the procedure to ovoid a potential future problem.The other window treated is okay.
There is no problem in producing proof of payment as I have paid by check and as they indicated I paid [redacted] plus tax.How else would they how what I paid?[redacted]
Final Business Response /* (4000, 20, 2016/12/30) */
The customer has now (Dec 21/16) provided a picture of the window claiming "damage". As previously stated: To open a Warranty Claim for DAMAGE (not moisture) the client must notify us WITHIN 30 DAYS. Unfortunately the customer's first attempt to open a Warranty claim for damage was Sept 8/16 (90 days NOT 30 days as stated in his Warranty) so he did not comply with the Warranty timeline. Also his Desired Resolution to refund $[redacted] is unreasonable as he paid $[redacted].
Even though he has not complied with his Warranty, we have opened a Warranty Claim and are willing to have a technician re-service the window the next time they are in his area.

Final Consumer Response /* ([redacted]0, 22, 2017/01/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will be away for the next three months.Please schedule your appointment for June or later.