Mr. B[redacted], We are in receipt to your complaint and we apologize greatly for taking so long to fix your problem due to miscommunication and recent holidays. We have reset your appointment for today and I am aware that the technician is currently at your home.We have changed your phone...
number in our system so that should no longer be a problem for you. If there is anything else needed please do not hesitate to contact us.Again, we are very sorry and we'll be more than happy to help you with any other service problems you might run into in the future.
Complaint: [redacted]
I am rejecting this response because:
Thank you in advance for your help. Since sending the 9/16 email to [redacted], we also found a rust spot on our bedroom rug. The rust spot is in the place that the installers from Castle put our air conditioner when they removed it from our window. It appears that protection was not put on the carpet and the unit was not drained before placing the unit on the floor. [redacted] From: "[redacted]" <[redacted]>
Regards,
[redacted]
With the Revdex.com, a response is required within a certain timeframe from the company. That timeframe in which a response is required is shorter than the time until the service date. Therefore, we must respond to the Revdex.com complaint so that they know that there is currently a resolution being worked out.We are fully aware that the service date has not passed, however, a response is still required by the Revdex.com. I hope that this clarifies everything
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by...
the business in reference to complaint ID [redacted], and find that this response is correct. A worker did show up on 12/10/14 and did all the repairs requested. We will watch the area closely to see if the repairs hold up. I do not think the company handled this process well--over 4 months delay is unreasonable to wait for repairs. The workers who actually showed up were quite courteous, but the folks at headquarters were uncooperative.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I want the Revdex.com to keep this open until they have corrected the issue. A response that they will take care of it has been something they have been saying for almost 9 months
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: [redacted] spoke to me on the phone 11/25/14 and asked me what happened and thanked me for being civil despite how upset I was and am. I told him I gave Castle Windows enough time and chances and now my own contractor will correct the work. All I want is the cost reduced to half and that will ease my pain, frustration and time loss and allow me to pay my contractor to do the work properly. I told the salesmen [redacted] and the Castle workers that I had a bad experience before with a nightmare contractor and I didn't want that to occur again. I said I'm spending too much money and only want quality work. I am embarrassed to tell people how much I spent for such poor workmanship. I told [redacted] he would not like to have his home look this way nor anyone else. I told [redacted] I don't want Castle Windows coming to my house anymore.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I would like to discuss the dates of the occurrences. Once the windows were installed I called Castle windows on August 23rd 2014 to let them know that there were issues and a date was set for someone to come out. Never was I informed that it was just to inspect the issues. However the gentleman sent was late and I had to call the office to see when he would arrive which was finally at 4:30pm - 3 1/2 hrs after the stated time of arrival. No one has ever called me from that office since that appointment. I have been the one calling to find out what was going on. Once every week for 5 weeks and had nothing but the run around. My husband and I can not afford to take off work for Castle windows to come fix mistakes that should have never happened in the first place. Until yesterday when I wrote to the Revdex.com did I get a call from [redacted] the manager of installation on October 23rd 2014 in the morning. [redacted] and I spoke for a while and he promised that the problems would be fixed on November 8th 2014 between 9am and 10am. So if you would like me to except a response from your company then please make sure you state the facts because I have phone records of all the calls inbound and outbound. I would also like my conversation with [redacted] this morning stating what was discussed, and promised as a resolution verbally on the phone in writing. I appreciate your response. Thank you.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I will accept when the job is finished and the damage has been corrected.
Regards,
[redacted]
We show that there were additional parts needed to complete this service. Those parts are currently on order and have a ship date of October 15 to leave the factory. When they arrive in the warehouse, we will review the parts and then contact the client to schedule a service call.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
To begin I would like to point out that they did not even address the issue of the threats made by their staff. It is completely unprofessional to make threats to expose a customer's private information because you are unable to deliver on what your salesman had promised. Honestly, the snide condescending manner in which the threat was delivered has made me and my husband very uncomfortable and I would be remiss to not bring these guerrilla tacticsto light. No customer should have to decide between their safety and having delivery of a product that was ordered for a tremendous amount of money.To address their claim that I got what I ordered I would like to point out that this is a bdization of the facts. Their salesman did not show me the product fully. He showed us the door corner but neglected to show us the track. We had shown him our existing track and made it clear that we did not want a track like that one. In fact, their track is exactly the same. We were deceived into purchasing the doors and although they are correct that I did get what I ordered the deception made it impossible to know what we were ordering. We assumed that the salesman was going to be honest. Additionally, they did not install the door correctly and installed a lock in the wrong place. While a replacement door is a start the problem is that they are now refusing a warranty which is part of the sale of the door they had sold us. They are not offering what the salesman told us we were getting since now I have to choose between the doors I was promised or the warranty I was promised. The salesman even came back to my home and admitted to having the conversation regarding the track but didn't have an answer as to why he thought I would decide to go ahead with the project when their doors are exactly the same as the track that we had told him we hated. I want to have the door and the warranty that I was promised but since their salesman lied I know that this is not possible since they do not manufacture a door this style. I do not believe I should be made to pay for items that I was deceived into ordering. When weighing the options I believe that I would prefer to have the warranty but since I am just giving in to a product I would have never ordered if I was tricked I do not believe that they deserve to be paid for a sub par product. I tried for weeks to work with them but they were constantly promising they could fix the door or give me the track I wanted when this was never the case I believe that they simply tried to delay the process so I would get fed up and give up (which after doing may searches I can see they have done to countless other customers).
Regards,
[redacted]
To Whom It May Concern,I am contacting you in regards to the complaint of [redacted]. The customer signed a contract on March 16th 2015, in the contract it states that the customer has a 3 day rescission period to cancel. The customer had until midnight of 3/19/2015 to cancel the...
agreement they attempted to cancel the order on March 23rd 2015. For that reason we hold the customer legally bound to the agreement.
Please note that we are in receipt of your complaint regarding Mr. [redacted]. This service has been completed yesterday so the job is finished. The door was meant to be installed with a low profile threshold due to a pipe in the client's ceiling. On the day of install it was...
denoted that a threshold was needed. The installer neglected to mention that it was a low profile threshold that was needed. A standard threshold came in. The low profile threshold was ordered and subsequently installed. We apologize for any inconvenience to the client. The job is now complete. We will continue to stand behind the warranty should any further warranty work be needed.
I think that we need to see what the client is comfortable with as far as payments and what was quoted. We think that we shoudl call the client and review this with them
We understand the customer is frustrated with the process of our company. However, here are the facts of the issue. After the installation of products, the customer called and asked for service on his doors. On THREE occasions, the customer set a service appointment and after our service technician...
drove out to the house, the customer no showed for the appointment. After the third occurrence, we told the customer that we would be willing to come out to their house as long as they covered cost of the service technician coming out to the house. Eventually the customer argued his point with our company and we agreed to waive the service charges. An appointment was set for October 27. After setting the appointment with the customer, we received a Revdex.com complaint.We feel as though we acted in the best interest of the client and do not understand why we are receiving a Revdex.com complaint. We have not yet decided whether we are going to contact the customer and reimplement the charge, but certainly we did not feel as though we should have a complaint against our record for this matter.
We thank the client for bringing this to our attention. We are sorry for the troubles. We would like to have [redacted] from Mount Laurel give them a call and work thought the concerns to rectify anything that needs to be completed.[redacted] will not be in today, but he will be in on monday and we...
are forwarding him the file. He works directly with home owners to rectify concerns.thank you
We are going to call the customer and see if we can go out there and help them with their blinds. This has been a few years ago as the customer stated, so hopefully everything fits. If the blinds fit, we'll put them back.
Thank you for bringing this customer’s concerns to our attention. We are currently aware of the situation and as of January 5th, 2015 the screens are on order. Please understand that the screens needed were manufactured 19 years ago, and it may take some time to receive the product. We show...
the estimated delivery dates for these screens are between January 19th and January 23rd. We apologize that this order has taken longer than expected but we can assure you that once we receive the screens, we will immediately contact the customer to schedule a date for service. If the customer has any other concerns or questions please have them call us toll free at 1-888-227-8536 and we would be more than happy to answer all questions for them.We do not employee illigal aliens and we do not descriminate against other races or ethnic groups. Thanks
Mr. B[redacted], We are in receipt to your complaint and we apologize greatly for taking so long to fix your problem due to miscommunication and recent holidays. We have reset your appointment for today and I am aware that the technician is currently at your home.We have changed your phone...
number in our system so that should no longer be a problem for you. If there is anything else needed please do not hesitate to contact us.Again, we are very sorry and we'll be more than happy to help you with any other service problems you might run into in the future.
Complaint: [redacted]
I am rejecting this response because:
Thank you in advance for your help. Since sending the 9/16 email to [redacted], we also found a rust spot on our bedroom rug. The rust spot is in the place that the installers from Castle put our air conditioner when they removed it from our window. It appears that protection was not put on the carpet and the unit was not drained before placing the unit on the floor. [redacted] From: "[redacted]" <[redacted]>
Regards,
[redacted]
With the Revdex.com, a response is required within a certain timeframe from the company. That timeframe in which a response is required is shorter than the time until the service date. Therefore, we must respond to the Revdex.com complaint so that they know that there is currently a resolution being worked out.We are fully aware that the service date has not passed, however, a response is still required by the Revdex.com. I hope that this clarifies everything
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by...
the business in reference to complaint ID [redacted], and find that this response is correct. A worker did show up on 12/10/14 and did all the repairs requested. We will watch the area closely to see if the repairs hold up. I do not think the company handled this process well--over 4 months delay is unreasonable to wait for repairs. The workers who actually showed up were quite courteous, but the folks at headquarters were uncooperative.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I want the Revdex.com to keep this open until they have corrected the issue. A response that they will take care of it has been something they have been saying for almost 9 months
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: [redacted] spoke to me on the phone 11/25/14 and asked me what happened and thanked me for being civil despite how upset I was and am. I told him I gave Castle Windows enough time and chances and now my own contractor will correct the work. All I want is the cost reduced to half and that will ease my pain, frustration and time loss and allow me to pay my contractor to do the work properly. I told the salesmen [redacted] and the Castle workers that I had a bad experience before with a nightmare contractor and I didn't want that to occur again. I said I'm spending too much money and only want quality work. I am embarrassed to tell people how much I spent for such poor workmanship. I told [redacted] he would not like to have his home look this way nor anyone else. I told [redacted] I don't want Castle Windows coming to my house anymore.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I would like to discuss the dates of the occurrences. Once the windows were installed I called Castle windows on August 23rd 2014 to let them know that there were issues and a date was set for someone to come out. Never was I informed that it was just to inspect the issues. However the gentleman sent was late and I had to call the office to see when he would arrive which was finally at 4:30pm - 3 1/2 hrs after the stated time of arrival. No one has ever called me from that office since that appointment. I have been the one calling to find out what was going on. Once every week for 5 weeks and had nothing but the run around. My husband and I can not afford to take off work for Castle windows to come fix mistakes that should have never happened in the first place. Until yesterday when I wrote to the Revdex.com did I get a call from [redacted] the manager of installation on October 23rd 2014 in the morning. [redacted] and I spoke for a while and he promised that the problems would be fixed on November 8th 2014 between 9am and 10am. So if you would like me to except a response from your company then please make sure you state the facts because I have phone records of all the calls inbound and outbound. I would also like my conversation with [redacted] this morning stating what was discussed, and promised as a resolution verbally on the phone in writing. I appreciate your response. Thank you.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I will accept when the job is finished and the damage has been corrected.
Regards,
[redacted]
We show that there were additional parts needed to complete this service. Those parts are currently on order and have a ship date of October 15 to leave the factory. When they arrive in the warehouse, we will review the parts and then contact the client to schedule a service call.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Complaint: [redacted]
dization of the facts. Their salesman did not show me the product fully. He showed us the door corner but neglected to show us the track. We had shown him our existing track and made it clear that we did not want a track like that one. In fact, their track is exactly the same. We were deceived into purchasing the doors and although they are correct that I did get what I ordered the deception made it impossible to know what we were ordering. We assumed that the salesman was going to be honest. Additionally, they did not install the door correctly and installed a lock in the wrong place. While a replacement door is a start the problem is that they are now refusing a warranty which is part of the sale of the door they had sold us. They are not offering what the salesman told us we were getting since now I have to choose between the doors I was promised or the warranty I was promised. The salesman even came back to my home and admitted to having the conversation regarding the track but didn't have an answer as to why he thought I would decide to go ahead with the project when their doors are exactly the same as the track that we had told him we hated. I want to have the door and the warranty that I was promised but since their salesman lied I know that this is not possible since they do not manufacture a door this style. I do not believe I should be made to pay for items that I was deceived into ordering. When weighing the options I believe that I would prefer to have the warranty but since I am just giving in to a product I would have never ordered if I was tricked I do not believe that they deserve to be paid for a sub par product. I tried for weeks to work with them but they were constantly promising they could fix the door or give me the track I wanted when this was never the case I believe that they simply tried to delay the process so I would get fed up and give up (which after doing may searches I can see they have done to countless other customers).
I am rejecting this response because:
To begin I would like to point out that they did not even address the issue of the threats made by their staff. It is completely unprofessional to make threats to expose a customer's private information because you are unable to deliver on what your salesman had promised. Honestly, the snide condescending manner in which the threat was delivered has made me and my husband very uncomfortable and I would be remiss to not bring these guerrilla tacticsto light. No customer should have to decide between their safety and having delivery of a product that was ordered for a tremendous amount of money.To address their claim that I got what I ordered I would like to point out that this is a b
Regards,
[redacted]
To Whom It May Concern,I am contacting you in regards to the complaint of [redacted]. The customer signed a contract on March 16th 2015, in the contract it states that the customer has a 3 day rescission period to cancel. The customer had until midnight of 3/19/2015 to cancel the...
agreement they attempted to cancel the order on March 23rd 2015. For that reason we hold the customer legally bound to the agreement.
Please note that we are in receipt of your complaint regarding Mr. [redacted]. This service has been completed yesterday so the job is finished. The door was meant to be installed with a low profile threshold due to a pipe in the client's ceiling. On the day of install it was...
denoted that a threshold was needed. The installer neglected to mention that it was a low profile threshold that was needed. A standard threshold came in. The low profile threshold was ordered and subsequently installed. We apologize for any inconvenience to the client. The job is now complete. We will continue to stand behind the warranty should any further warranty work be needed.
I think that we need to see what the client is comfortable with as far as payments and what was quoted. We think that we shoudl call the client and review this with them
We understand the customer is frustrated with the process of our company. However, here are the facts of the issue. After the installation of products, the customer called and asked for service on his doors. On THREE occasions, the customer set a service appointment and after our service technician...
drove out to the house, the customer no showed for the appointment. After the third occurrence, we told the customer that we would be willing to come out to their house as long as they covered cost of the service technician coming out to the house. Eventually the customer argued his point with our company and we agreed to waive the service charges. An appointment was set for October 27. After setting the appointment with the customer, we received a Revdex.com complaint.We feel as though we acted in the best interest of the client and do not understand why we are receiving a Revdex.com complaint. We have not yet decided whether we are going to contact the customer and reimplement the charge, but certainly we did not feel as though we should have a complaint against our record for this matter.
We thank the client for bringing this to our attention. We are sorry for the troubles. We would like to have [redacted] from Mount Laurel give them a call and work thought the concerns to rectify anything that needs to be completed.[redacted] will not be in today, but he will be in on monday and we...
are forwarding him the file. He works directly with home owners to rectify concerns.thank you
I show that we resolved all service concerns for the client on 11-14-14[redacted]
We are going to call the customer and see if we can go out there and help them with their blinds. This has been a few years ago as the customer stated, so hopefully everything fits. If the blinds fit, we'll put them back.
We apologize for the frustrating matter. It is our intent to fix any concerns that you may have on November 8th..
Thank you for bringing this customer’s concerns to our attention. We are currently aware of the situation and as of January 5th, 2015 the screens are on order. Please understand that the screens needed were manufactured 19 years ago, and it may take some time to receive the product. We show...
the estimated delivery dates for these screens are between January 19th and January 23rd. We apologize that this order has taken longer than expected but we can assure you that once we receive the screens, we will immediately contact the customer to schedule a date for service. If the customer has any other concerns or questions please have them call us toll free at 1-888-227-8536 and we would be more than happy to answer all questions for them.We do not employee illigal aliens and we do not descriminate against other races or ethnic groups. Thanks