This is in response to the complaint filed by [redacted] **, on 7/3/ Our service technician, ***, was called to Mrs [redacted] ’s home to repair a screen door that was not functioning Upon arrival, he found that the door was not mounted properly and had been pushed off its track As he attempted to correct the situation, Mrs [redacted] insisted her brother, who was a carpenter, put it that way because he knew that is how it was supposed to be As [redacted] and his years of experience attempted to explain to her how it was designed to work, she simply screamed at him that he was wrong Once he corrected the issue, Mrs [redacted] was unhappy because she insisted it was a poor design and she was going to have further problems [redacted] tried showing her that it would hold up, but she refused to listen to anything he had to say The screen door that is installed is a replacement for a much older product It has been used in thousands of homes over the past years and rarely has issues In this particular customer’s mind, it is inferior to what she previously had and she will never be satisfied with it For this reason, we have agreed to refund the money that was paid last year to replace this screen The total refund for materials and labor to replace the screen only was $ There was no service charge for Friday’s visit, so there is no refund to give as she has requested A check in this amount is being cut and will be mailed directly to the customer in the next 7-days
Customer purchased a three wide Pella Series sliding window with a picture window in the middle that was installed on June 9th The picture we received from the homeowner shows that there is seal failure in the insulated glass of the picture window The manufacturers warranty that goes along with the product states that Pella has the right to repair before replace Seal failure, though unfortunate, is a common thing with insulated glass and can be fixed The glass can be removed and replaced and sealed the same as in the factory Mr [redacted] did not find this acceptable so we reached out to the manufacture to see if they would make an exception to the warranty and their response was no We as a distributor have decided to cover the cost of the unit and installation to appease Mr [redacted] We have an install date of July 29th and Mr [redacted] is aware
[redacted] did nothing but shake the screen and leaveWhat I said in my complaint was absolutely trueTheir response concerning what [redacted] did while here is not what happenedHe never touched the screen except to violently shake it and say there was nothing he could do
I have attached an excerpt from the Pella's owners manual about condensation You can view the entire owners manual and warranties on http://pella.com/support-center/manuals-and-warranties/default.aspx I hope this attachment will help to better explain what condensation is and what can be done to resolve it We have also mailed you a packet of information and I have reached out to Pella Corporation to see if they have any other information they can provide to this manner To this point we have had a field supervisor out to the home when the issue was first brought to our attention The time of day he went he found no issues but no one was home to review in person After that visit we offered to reglaze or replace the glass in the unit since that seemed to be the issue Homeowner was not satisfied with this approach, even thought it is stated in the warranty we have the right to fix before we replace Because of the fact that the customer did not want this action we agreed to replace the window While the installer was replacing the window we asked to note any install related issues and correct with the new unit Once the new unit was installed we sent a field supervisor out again, this time we did it at 7:30am, which is earlier than our business hours, in an attempt to appease the customer At that time the field supervisor found the issue to be condensation and not window related He attempted to clean the window to see if this would resolve the issue and went over what condensation is and ways to get rid of it We are more than willing to have our field supervisor go back to the home and review this information with Mr [redacted] but at this point this is not a window related issue, it is the result of the environment the window is in If there was something we could offer to fix we would gladly do so, we want our customers to be happy with their product and experience
I have attached an excerpt from the Pella's owners manual about condensation. You can view the entire owners manual and warranties on http://pella.com/support-center/manuals-and-warranties/default.aspx
I hope this attachment will help to better explain what condensation is and what can be done to resolve it. We have also mailed you a packet of information and I have reached out to Pella Corporation to see if they have any other information they can provide to this manner. To this point we have had a field supervisor out to the home when the issue was first brought to our attention. The time of day he went he found no issues but no one was home to review in person. After that visit we offered to reglaze or replace the glass in the unit since that seemed to be the issue. Homeowner was not satisfied with this approach, even thought it is stated in the warranty we have the right to fix before we replace. Because of the fact that the customer did not want this action we agreed to replace the window. While the installer was replacing the window we asked to note any install related issues and correct with the new unit. Once the new unit was installed we sent a field supervisor out again, this time we did it at 7:30am, which is earlier than our normal business hours, in an attempt to appease the customer. At that time the field supervisor found the issue to be condensation and not window related. He attempted to clean the window to see if this would resolve the issue and went over what condensation is and ways to get rid of it. We are more than willing to have our field supervisor go back to the home and review this information with Mr. [redacted] but at this point this is not a window related issue, it is the result of the environment the window is in. If there was something we could offer to fix we would gladly do so, we want our customers to be happy with their product and experience.
Customer purchased a three wide Pella 350 Series sliding window with a picture window in the middle that was installed on June 9th. The picture we received from the homeowner shows that there is seal failure in the insulated glass of the picture window. The manufacturers warranty that...
goes along with the product states that Pella has the right to repair before replace. Seal failure, though unfortunate, is a common thing with insulated glass and can be fixed. The glass can be removed and replaced and sealed the same as in the factory. Mr. [redacted] did not find this acceptable so we reached out to the manufacture to see if they would make an exception to the warranty and their response was no. We as a distributor have decided to cover the cost of the unit and installation to appease Mr. [redacted]. We have an install date of July 29th and Mr. [redacted] is aware.
This is in response to the complaint filed by [redacted], on 7/3/14.
Our service technician, [redacted], was called to Mrs. [redacted]’s home to repair a screen door that was not functioning. Upon arrival, he found that the door was not mounted properly...
and had been pushed off its track. As he attempted to correct the situation, Mrs. [redacted] insisted her brother, who was a carpenter, put it that way because he knew that is how it was supposed to be. As [redacted] and his 15 years of experience attempted to explain to her how it was designed to work, she simply screamed at him that he was wrong. Once he corrected the issue, Mrs. [redacted] was unhappy because she insisted it was a poor design and she was going to have further problems. [redacted] tried showing her that it would hold up, but she refused to listen to anything he had to say.
The screen door that is installed is a replacement for a much older product. It has been used in thousands of homes over the past 10 years and rarely has issues. In this particular customer’s mind, it is inferior to what she previously had and she will never be satisfied with it. For this reason, we have agreed to refund the money that was paid last year to replace this screen. The total refund for materials and labor to replace the screen only was $768.59. There was no service charge for Friday’s visit, so there is no refund to give as she has requested. A check in this amount is being cut and will be mailed directly to the customer in the next 7-10 days.
[redacted] did nothing but shake the screen and leave. What I said in my complaint was absolutely true. Their response concerning what [redacted] did while here is not what happened. He never touched the screen except to violently shake it and say there was nothing he could do.
This is in response to the complaint filed by [redacted] **, on 7/3/ Our service technician, ***, was called to Mrs [redacted] ’s home to repair a screen door that was not functioning Upon arrival, he found that the door was not mounted properly and had been pushed off its track As he attempted to correct the situation, Mrs [redacted] insisted her brother, who was a carpenter, put it that way because he knew that is how it was supposed to be As [redacted] and his years of experience attempted to explain to her how it was designed to work, she simply screamed at him that he was wrong Once he corrected the issue, Mrs [redacted] was unhappy because she insisted it was a poor design and she was going to have further problems [redacted] tried showing her that it would hold up, but she refused to listen to anything he had to say The screen door that is installed is a replacement for a much older product It has been used in thousands of homes over the past years and rarely has issues In this particular customer’s mind, it is inferior to what she previously had and she will never be satisfied with it For this reason, we have agreed to refund the money that was paid last year to replace this screen The total refund for materials and labor to replace the screen only was $ There was no service charge for Friday’s visit, so there is no refund to give as she has requested A check in this amount is being cut and will be mailed directly to the customer in the next 7-days
Customer purchased a three wide Pella Series sliding window with a picture window in the middle that was installed on June 9th The picture we received from the homeowner shows that there is seal failure in the insulated glass of the picture window The manufacturers warranty that goes along with the product states that Pella has the right to repair before replace Seal failure, though unfortunate, is a common thing with insulated glass and can be fixed The glass can be removed and replaced and sealed the same as in the factory Mr [redacted] did not find this acceptable so we reached out to the manufacture to see if they would make an exception to the warranty and their response was no We as a distributor have decided to cover the cost of the unit and installation to appease Mr [redacted] We have an install date of July 29th and Mr [redacted] is aware
[redacted] did nothing but shake the screen and leaveWhat I said in my complaint was absolutely trueTheir response concerning what [redacted] did while here is not what happenedHe never touched the screen except to violently shake it and say there was nothing he could do
I have attached an excerpt from the Pella's owners manual about condensation You can view the entire owners manual and warranties on http://pella.com/support-center/manuals-and-warranties/default.aspx I hope this attachment will help to better explain what condensation is and what can be done to resolve it We have also mailed you a packet of information and I have reached out to Pella Corporation to see if they have any other information they can provide to this manner To this point we have had a field supervisor out to the home when the issue was first brought to our attention The time of day he went he found no issues but no one was home to review in person After that visit we offered to reglaze or replace the glass in the unit since that seemed to be the issue Homeowner was not satisfied with this approach, even thought it is stated in the warranty we have the right to fix before we replace Because of the fact that the customer did not want this action we agreed to replace the window While the installer was replacing the window we asked to note any install related issues and correct with the new unit Once the new unit was installed we sent a field supervisor out again, this time we did it at 7:30am, which is earlier than our business hours, in an attempt to appease the customer At that time the field supervisor found the issue to be condensation and not window related He attempted to clean the window to see if this would resolve the issue and went over what condensation is and ways to get rid of it We are more than willing to have our field supervisor go back to the home and review this information with Mr [redacted] but at this point this is not a window related issue, it is the result of the environment the window is in If there was something we could offer to fix we would gladly do so, we want our customers to be happy with their product and experience
Consumer sent the following response:Thank for your help!I guess there is not much I can do, but keep our blinds closed at night.Sincerely,*** ***
I have attached an excerpt from the Pella's owners manual about condensation. You can view the entire owners manual and warranties on http://pella.com/support-center/manuals-and-warranties/default.aspx
I hope this attachment will help to better explain what condensation is and what can be done to resolve it. We have also mailed you a packet of information and I have reached out to Pella Corporation to see if they have any other information they can provide to this manner. To this point we have had a field supervisor out to the home when the issue was first brought to our attention. The time of day he went he found no issues but no one was home to review in person. After that visit we offered to reglaze or replace the glass in the unit since that seemed to be the issue. Homeowner was not satisfied with this approach, even thought it is stated in the warranty we have the right to fix before we replace. Because of the fact that the customer did not want this action we agreed to replace the window. While the installer was replacing the window we asked to note any install related issues and correct with the new unit. Once the new unit was installed we sent a field supervisor out again, this time we did it at 7:30am, which is earlier than our normal business hours, in an attempt to appease the customer. At that time the field supervisor found the issue to be condensation and not window related. He attempted to clean the window to see if this would resolve the issue and went over what condensation is and ways to get rid of it. We are more than willing to have our field supervisor go back to the home and review this information with Mr. [redacted] but at this point this is not a window related issue, it is the result of the environment the window is in. If there was something we could offer to fix we would gladly do so, we want our customers to be happy with their product and experience.
Customer purchased a three wide Pella 350 Series sliding window with a picture window in the middle that was installed on June 9th. The picture we received from the homeowner shows that there is seal failure in the insulated glass of the picture window. The manufacturers warranty that...
goes along with the product states that Pella has the right to repair before replace. Seal failure, though unfortunate, is a common thing with insulated glass and can be fixed. The glass can be removed and replaced and sealed the same as in the factory. Mr. [redacted] did not find this acceptable so we reached out to the manufacture to see if they would make an exception to the warranty and their response was no. We as a distributor have decided to cover the cost of the unit and installation to appease Mr. [redacted]. We have an install date of July 29th and Mr. [redacted] is aware.
This is in response to the complaint filed by [redacted], on 7/3/14.
Our service technician, [redacted], was called to Mrs. [redacted]’s home to repair a screen door that was not functioning. Upon arrival, he found that the door was not mounted properly...
and had been pushed off its track. As he attempted to correct the situation, Mrs. [redacted] insisted her brother, who was a carpenter, put it that way because he knew that is how it was supposed to be. As [redacted] and his 15 years of experience attempted to explain to her how it was designed to work, she simply screamed at him that he was wrong. Once he corrected the issue, Mrs. [redacted] was unhappy because she insisted it was a poor design and she was going to have further problems. [redacted] tried showing her that it would hold up, but she refused to listen to anything he had to say.
The screen door that is installed is a replacement for a much older product. It has been used in thousands of homes over the past 10 years and rarely has issues. In this particular customer’s mind, it is inferior to what she previously had and she will never be satisfied with it. For this reason, we have agreed to refund the money that was paid last year to replace this screen. The total refund for materials and labor to replace the screen only was $768.59. There was no service charge for Friday’s visit, so there is no refund to give as she has requested. A check in this amount is being cut and will be mailed directly to the customer in the next 7-10 days.
[redacted] did nothing but shake the screen and leave. What I said in my complaint was absolutely true. Their response concerning what [redacted] did while here is not what happened. He never touched the screen except to violently shake it and say there was nothing he could do.