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 I wish for the complaint to be left open until the window is actually repaired, which could take - weeksThank you Regards, [redacted]
The windows that this customer purchased were manufactured by *** *** *** *** ***., which was widely acclaimed as one of the very finest vinyl window manufacturers in the United States*** was named Energy Star Partner of the Year for seven consecutive years by the U.SDepartment of
Energy and the Environmental Protection Agency, more than any other window manufacturerUnfortunately, and unbeknown to us, *** was severely impacted by the financial crisis and never fully recoveredIt closed its doors in As a consequence its warranty is no longer availableThere are a few points worth noting, however: 1. Although *** did offer a 50-year warranty, the warranty covered only parts, not laborThus, even if *** were in business today our labor would still be chargeable2. Rochester Colonial offers a 1-year labor warranty in addition to the manufacturer’s product warrantyHowever, to assist *** customers we have been providing a labor and insulated glass warranty for years from the date of purchase, and for years through we supply the insulated glass for free and charge a discounted labor rate(We purchase the glass from another manufacturer)This has come at considerable cost to our company3. This customer’s purchase falls within the 5-year period, and thus we are providing the insulated glass for freeOur standard charge for these two units is $Moreover, our standard charge for in-shop insulated glass replacement is $per sash, and we are only charging him $per sash ***’s closing was unexpected and unfortunateWhile many former *** dealers nationally simply state that there is no warranty and charge for everything Rochester Colonial, at our expense, has offered our own warranty to *** customers as outlined aboveWe feel that this is a very reasonable and fair accommodation given the circumstances.If you have any questions please do not hesitate to contact me.Sincerely,Anthony M***, CEO
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am highly disappointed with the response from the CEO. Any CEO should realize that customer service is job #1 for any company and if the job is not done correctly or on time, then there should be cause for alarm within that company. Instead of Rochester Colonial reaching out to me to inform me that my glass had arrived, I had to call, just to be told that they would have to call me back. Since this was the 3rd time with a negative experience, I felt that I needed to file a complaint and ask that Revdex.com put this complaint in the record books. Additionally, to hear the CEO state that he was doing me a favor by having a service technician come to my home, that should have been at the very least the minimal that was offered to me. Its disgusting to hear that statement from the CEO. Keep in mind, I'm the customer and I paid for a service. You, as Service Provider, not only, was the service not provided in a timely manner, not once, not twice. It wasn't til I asked for a refund that I was promised a technician deliver the glass to my house. Now, just for your records, you have lost me as a customer and you can note that in your file.
Regards,
[redacted]
The customer is correct that on the first occasion the insulated glass arrived from the manufacturer with a crack and on the second occasion the glass broke during reglazing in our facility. The customer was understandably upset. We ordered the glass a third time and offered to go to the customer's...
home to install that glass rather than have him come in again. (There is ordinarily a $105.00 charge for us to do the work at a customer's home, which we waived.) The customer accepted our offer and our records indicate that the glass was installed on September 5th, so this complaint comes as a surprise. We have not heard anything since that time so we assume he was satisfied. We will follow up with him. Anthony M[redacted] CEO
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. I wish for the complaint to be left open until the window is actually repaired, which could take 6 - 8 weeks. Thank you.
Regards,
[redacted]
We are in receipt of the above-referenced complaint (copy attached). The customer in question purchased the window in question nineteen years ago and performed his own installation. Although the window did come with a lifetime warranty, the coverage for glass breakage was twelve months (Enclosed is...
the warranty in effect at the time of the purchase). In any event, our customer service department had offered to repair the glass for free if the customer brought the sash into our showroom. Although the staff member in the showroom was correct that the glass breakage was no longer covered under the warranty, he was not aware of the offer that had been made to the customer. We will honor the offer to replace the glass at no charge. Due to the age of the window, we may not have that glass size in stock. To avoid any additional inconvenience I suggest that we contact the customer and have someone from our staff stop by his house and measure the glass. Once the glass is here he can then bring the sash into our showroom and we will make the repair. Please let me know if this is acceptable to the customer. You can reach me at my direct line at ###-###-#### or via email at [redacted].com.
Sincerely,
[redacted]
CEO
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 I wish for the complaint to be left open until the window is actually repaired, which could take - weeksThank you Regards, [redacted]
The windows that this customer purchased were manufactured by *** *** *** *** ***., which was widely acclaimed as one of the very finest vinyl window manufacturers in the United States*** was named Energy Star Partner of the Year for seven consecutive years by the U.SDepartment of
Energy and the Environmental Protection Agency, more than any other window manufacturerUnfortunately, and unbeknown to us, *** was severely impacted by the financial crisis and never fully recoveredIt closed its doors in As a consequence its warranty is no longer availableThere are a few points worth noting, however: 1. Although *** did offer a 50-year warranty, the warranty covered only parts, not laborThus, even if *** were in business today our labor would still be chargeable2. Rochester Colonial offers a 1-year labor warranty in addition to the manufacturer’s product warrantyHowever, to assist *** customers we have been providing a labor and insulated glass warranty for years from the date of purchase, and for years through we supply the insulated glass for free and charge a discounted labor rate(We purchase the glass from another manufacturer)This has come at considerable cost to our company3. This customer’s purchase falls within the 5-year period, and thus we are providing the insulated glass for freeOur standard charge for these two units is $Moreover, our standard charge for in-shop insulated glass replacement is $per sash, and we are only charging him $per sash ***’s closing was unexpected and unfortunateWhile many former *** dealers nationally simply state that there is no warranty and charge for everything Rochester Colonial, at our expense, has offered our own warranty to *** customers as outlined aboveWe feel that this is a very reasonable and fair accommodation given the circumstances.If you have any questions please do not hesitate to contact me.Sincerely,Anthony M***, CEO
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am highly disappointed with the response from the CEO. Any CEO should realize that customer service is job #1 for any company and if the job is not done correctly or on time, then there should be cause for alarm within that company. Instead of Rochester Colonial reaching out to me to inform me that my glass had arrived, I had to call, just to be told that they would have to call me back. Since this was the 3rd time with a negative experience, I felt that I needed to file a complaint and ask that Revdex.com put this complaint in the record books. Additionally, to hear the CEO state that he was doing me a favor by having a service technician come to my home, that should have been at the very least the minimal that was offered to me. Its disgusting to hear that statement from the CEO. Keep in mind, I'm the customer and I paid for a service. You, as Service Provider, not only, was the service not provided in a timely manner, not once, not twice. It wasn't til I asked for a refund that I was promised a technician deliver the glass to my house. Now, just for your records, you have lost me as a customer and you can note that in your file.
Regards,
[redacted]
The customer is correct that on the first occasion the insulated glass arrived from the manufacturer with a crack and on the second occasion the glass broke during reglazing in our facility. The customer was understandably upset. We ordered the glass a third time and offered to go to the customer's...
home to install that glass rather than have him come in again. (There is ordinarily a $105.00 charge for us to do the work at a customer's home, which we waived.) The customer accepted our offer and our records indicate that the glass was installed on September 5th, so this complaint comes as a surprise. We have not heard anything since that time so we assume he was satisfied. We will follow up with him. Anthony M[redacted] CEO
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. I wish for the complaint to be left open until the window is actually repaired, which could take 6 - 8 weeks. Thank you.
Regards,
[redacted]
We are in receipt of the above-referenced complaint (copy attached). The customer in question purchased the window in question nineteen years ago and performed his own installation. Although the window did come with a lifetime warranty, the coverage for glass breakage was twelve months (Enclosed is...
the warranty in effect at the time of the purchase). In any event, our customer service department had offered to repair the glass for free if the customer brought the sash into our showroom. Although the staff member in the showroom was correct that the glass breakage was no longer covered under the warranty, he was not aware of the offer that had been made to the customer. We will honor the offer to replace the glass at no charge. Due to the age of the window, we may not have that glass size in stock. To avoid any additional inconvenience I suggest that we contact the customer and have someone from our staff stop by his house and measure the glass. Once the glass is here he can then bring the sash into our showroom and we will make the repair. Please let me know if this is acceptable to the customer. You can reach me at my direct line at ###-###-#### or via email at [redacted].com.
Sincerely,
[redacted]
CEO