Crawford Door and Window Sales

I am in receipt of your letter dated October 6, for the above referenced customer.We are still waiting on a response from [redacted] Corporation to see if they are willing toallow us to order a warranty piece of glassWe have placed another request emailThatwould be up to them as the manufacturerThe customer will receive a call or email oncewe know ***'s response or the customer can reach [redacted] directly at [redacted] .Respectfully,Paul [redacted] Operations ManagerCrawford Door & Window Sales

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.As evident in our complaint we have been diligent about tracking dates, events and outcomes (or lack thereof)Mr [redacted] general response is unsatisfactoryWhile on face value his statement that "we need to first look at the door to show them what we are not happy with and they can work to rectify the issue and they have been waiting for someone to come for quite some time" sounds like the right thing to say - it is a ruseTo be clearno one from Crawford Doors has contacted us in over a year If Mr [redacted] indicates that they have contacted us to view the door and have been waiting quite come time now While this sounds nice - MrBickle seemingly ignores the fact that I have already viewed the door panel in question that Crawford Doors presented in March and it was deemed to be of poor qualityA determination that, as noted previously, was confirmed and reinforced by the Crawford technician that delivered the door Please ask Mr [redacted] to identify when and how he or anyone else from Crawford Doors or Pella Corporation has made any attempts whatsoever to contact us subsequent to March to resolve this issue The only contact MrPickle has had with us was the rude exchange with my husband in March of During this exchange which followed the last delivery of yet another deficient product Mr [redacted] essentially transferred the burden to us to follow up with them, travel to their offices to prove to them the problem with the door which - ironically had already been identified at the time of deliveryDoes this sound like a company that is working in good faith to resolve an issue?During the last exchange in March 2016, when Crawford delivered the last door it was examined upon delivery and deemed inferior due to the quality of the paint job; my assessment was verbally reinforced by the Crawford/Pella technician- Chad that delivered the door Consider that we paid several hundred dollars to have the door "professionally painted by Pella" Ignore the fact that the prior delivery (december 2015) was not accepted because they painted the door the wrong colorSince we paid ~$to have the door painted and the quality of what was delivered in March (three months after the last error) was transparent and would require immediate repainting I did not accept the door Contrary to how Chad is now presenting these events to his employer (which should not come as a surprise as I'm sure he is fearful of retribution), he did in fact, on two occasions confirm that there were problems with not only the product, but the operations of Crawford DoorsTo reiterate, on the first of many deliveries and tech visits Chad indicated that they have had problems with doors because of a defectHe confirmed that the problem presented by our door was not unique On the second encounter with Chad, when he delivered the poorly painted door in in March he concurred that the paint job on the door in question was inadequate and it was the second time in the course of a week that a customer was not satisfied with the quality of the paint job of a delivery When I expressed frustration that multiple attempts to speak with someone at the company were ignored he again concurred that there were problems and no one at the company was responding to customers While I understand that this is a circumstance of she said- he saidI request that the Revdex.com consider the facts of this case I have provided a detailed summary of what has transpired - dates, names, activitiesMr [redacted] general denial with no details, no dates should be an indicator of the inadequacy and lack of legitimacy of their attempts to resolve this issue I'm not surprised that Chad has denied making these statements to usThe challenge this presents is it an issue of poor training, poor customer relations ordefective products layered with poor customer serviceRegardless of the operational and quality issues at Crawford - we are left with a deficient product and no serviceFollowing the March delivery my husband was told he had to drive to Crawford Doors to "show" them what was wrong with the door; this would require taking more time off from work (as if we have not taken enough time off to deal with this issue) to repeat what had already occurred This seems ludicrous- a customer pays $4,+ for one door and foolishly purchased a second door from the company, has had multiple unsatisfactory engagements and yet they have the gall to demand that the customer be further inconvenienced to travel to their offices to prove poor workmanship, etc.? This was the last contact with Crawford Despite multiple subsequent attempts - even through the national corporate office- NO one from Crawford made any attempts to contact us Mr [redacted] statement that they have been waiting for us to follow up is disingenuous, irresponsible, and laughable.Furthermore, Mr, [redacted] states that the issue of air infiltration is usually a problem related to installationAlthough he states that this is unlikely because the installer we used is a qualified and reputable contractor (a fact we do not dispute) he outright ignores and fails to address the issue of water leaking through the door Key facts need to be considered 1) Mr [redacted] states that they do not typically have problems related to installs from our contractor; 2) our contractor has made multiple attempts to get a minimal response from Crawford and to advocate on our behalf to resolve this ongoing issue 3) Crawford Door staff has stated that the doors are defective and the problem we encountered is not unique (as evidenced by the second door we purchased from Crawford) and, 4) we have air and water leakage via the door Crawford wants us to show/prove to them that the door in question is inadequate - consider that this door has now been left in their warehouse, or other location, for at least months Based on these facts is there confidence that Crawford actually intends and has the ability to resolve this issue or is it business as usual for Crawford based on the confidence they can ignore and outlast the customer.Please advise - Regards, [redacted] ***

I am in receipt of your letter dated February 26, for the above referenced customer.We have contacted the customer and made the appropriate arrangements to get the issueresolvedThe next service visit is scheduled for March 9, I trust that we will beable to address the customer's issues on this dateIf for any reason we are unable toresolve the issue on this date, we will continue to work diligently with the customer untilthe issue is resolvedAlso, if the service is not completed on March 9, I would behappy to discuss a partial credit with the customer if they would like to contact me byemail: [redacted] Respectfully,Paul [redacted] Service Manager

I am in receipt of your letter dated December I, for the above referenced customer.I believe the rude and immature way that this customer mocks my last name throughouther most recent response gives you an idea of the poor character of the person we aredealing with here.At this point I will offer to send someone to install the door panel we have, however thatwould be the most I can ofJer her as there is absolutely nothing wrong with her door panel finishShe can contact our service department at (518)286-x to set up anappointment if she would like to proceedPlease do not send me any further responses forthis customer.Respectfully,Paul [redacted] Operations Manager

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 would like to be clear on the timeline August 17th - [redacted] told us they were planning a meeting with the factory engineer for August 25th, during which a final decision would be madeWe supplied [redacted] with the same links we gave Crawford, as well as photos of others windows in our house, of the same style, which are severely bowed inward and project a distorted reflection.August 24th - We received Crawford’s first response to our initial Revdex.com complaint, they stated “the glass replacement is chargeable and not covered by the warranty”Obviously, at this time we had already been working with [redacted] corporate to come to a resolution, since we disagreed with Crawford’s analysis regarding the reason for our window breakage, and communicating with Crawford was proving impossible (phone calls not returned, emails not replied to)August 29th - We received a response from ***The results of the (8/25) meeting were as follows:“...the team did review this, and have determined that these units are failingThe branch is to be in contact with you to begin the process for resolutionThey will be reordering units, replacing them, and sending the originals back to us.Please continue to work with the branch to work through the details.” [redacted] corporation has also communicated to us that, “Due to the situation” [redacted] will be covering the labor and part costs for Crawford to come and replace *all [redacted] of the failing windows in our house.We are satisfied with the conclusion [redacted] came to, and happy they took the time to have someone qualified review this situation and have also been timely in responding to usAt this point, we believe [redacted] is doing their best to make this rightTherefore, as a goodwill gesture, we have agreed to allow Crawford to do this work as requested by [redacted] corporate Regardless, we still request our $back from CrawfordGiven all of the reasons stated in our previous complaints, we can now add to that list the fact that Crawford came to an inaccurate conclusionRemember, per Crawford's reply to our initial complaint, they we charging us to "diagnose"According to ***'s engineers, this diagnosis was wrongSeptember 6th - Despite the August 29th email from [redacted] stating the branch (Crawford) would be in contact with us, we went ahead and sent the Crawford service representative an email as per the request made by the Crawford Operations Manager’s in his Revdex.com replySeptember 8th - Par for the course, we have yet to hear anything back from CrawfordWe've had better luck receiving communication from Crawford via the Revdex.com and certified letter, as opposed to sending direct emails Regards, [redacted]

I am in receipt of your letter dated August 15,for the above referenced customer.Our service coordinator as well as a customer service representative from [redacted] Corporation have been in touch with this customer regarding her glass breakageWe have performed services for this customer already We have sent a technician to the customers house to diagnose and write up for parts neededOur service coordinator has also put together an estimate for the repair of the window and sent it to the customerThe customer's product is from and is therefore out of the year labor warranty, which warrants the $plus tax trip charge of $If the customer decides to move forward with the repair, as a goodwill gesture to our customers, we credit them the initial trip charge off of the labor costs to return and perform the repairAs this customer does not yet want to move forward with their chargeable repair, they will not see the benefit of this credit unless they do soAs a side note, the only type of glass that typically"spontaneously explodes" or that we have ever seen this happen to is tempered glass,which this is notThat is why it is not likely that this was not caused by an external force and therefore why the glass replacement is chargeable and not covered by the warranty.Respectfully,Paul [redacted] Operations Manager

August 26, [redacted] Revdex.com, IncBryant Woods SouthAmherstNY 14228RE: [redacted] ***Dear [redacted] I am in receipt of your letter dated 8/19/from the above referenced customerWe are a bit taken back that a customer would spend the time to complain about a common business practice such as thisOur process is to take customers credit card information when they choose to set up a service visit with usThe credit card is simply put on file temporarily and not chargedWhen the service visit is complete, the customer has the option to pay with cash, check, or simply put it on the charge card that they providedThe charge card is on file in case a customer should decide, after our service visit, that they are not going to pay for some reasonWe then will charge the service fee that they originally agreed upon to the credit card they provided when setting up the service initiallyIt is a common practice in the service business to help defend against people not paying whenwc have already provided the serviceAfter the service event is completed and paid in full, we will then delete the customer's credit card informationRespectfully,Paul B***Operations Manager

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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] MR Bickel does not understand my complaintWhen I made my original phone call to [redacted] ***I fully expected to pay for labor and partsI was honest in what happened to the doorI was told by [redacted] ***and Crawford it was coveredIf I was told back in Octor Novan estimate, there would not have been a problemInstead every time I tried to have an appointment to have the job finished I was told I'm in line to have the parts made and they are behindThey gave me the run around for two and a half monthsNow they want to start all overI just needed this door fixed before the cold months set inI already had a service man hereWhere is the estimate from that time? I now have an independent contractor working on itI do not trust Crawford to get this job done in a timely fashionCrawford took my check and cashed it within twelve days and I got nothing in returnI am still looking for the return of my $ Regards, [redacted] ***

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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Greetings:I reject the statement that I could have gone elsewhereI have Pella Windows and in need of repairI called Pella who have a contractual obligation with Crawford Window and Door to conduct repairsI call the business, which begins this sagaSo, I couldn't go elsewhere! Regards, [redacted] ***

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. [To assist us in bringing this matter to a close, we would like to know your view on the matter.]Dear BBB, I reject Crawford Window and Doors argument that "It is common practice in the service business to help defend against people not paying when we have already provided the service." Crawford Window and Door would not even set up an appointment to repair my window without my credit card number. I will proceed with a complaint to the NYS Attorney Generals Office concerning this matter. I reserve the right to continue with my complaint at a future date. Regards, [redacted] ***

September 15, [redacted] Revdex.comIncBryant Woods SouthAmherstNY 14228RE: [redacted] ***Dear [redacted] .I am in receipt of your letter dated 9/8/from the above referenced customerI will respond the same way I responded originallyThe customer did not have to do business with us if he didn't want toThat was his choice, no one forced himThat is what makes this continuing complaint something that we will no longer participate with.We are a bit taken back that a customer would spend the time to complain about a common business practice such as thisOur process is to take customers credit card information when they choose to set up a service visit with usThe credit card is simply put on file temporarily and not chargedWhen the service visit is complete, the customer has the option to pay with cash, check, or simply put it on the charge card that they providedThe charge card is on tile incase a customer should decide, after our service visit, that they are not going to pay for some reasonWe then will charge the service fee that they originally agreed upon to the credit card they provided when setting up the service initiallyIt is a common practice in the service business to help defend against people not paying when we have already provided the serviceAfter the service event is completed and paid in full, we will then delete the customer's credit card information.Respectfully.Paul B***Operations Manager

I am in receipt of your letter dated August 28, for the above referenced customer[redacted] Corporation has agreed to look into this further for the customer as a goodwillgestureThe customer can reach out to our service coordinator [redacted] at [redacted] or [redacted] to follow thru on this claim.Respectfully,Paul [redacted] Operations Manager

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. While Crawford Door and Window did finally make the repairs (thankfully I contacted [redacted] Corporate about this issue and THEY told me that a service appointment was scheduled. I did not hear from Crawford until two days before they arrived), I expected them to waive the charges due to the lack of response, cancellations of service appointments and overall lack of customer service they provided. Given the roughly $15,000 we have spent purchasing windows through them, it would seem like a logical gesture. Instead, they subsequently sent us a bill for $540. When I scheduled the initial appointment last year, I was told by the scheduler that they had to send two technicians due to the size of one of the windows. She stated that the repairs would likely take two hours. On March 9th when they made the repairs, it took them 25 minutes to repair both windows. If the company will not waive the charges, they should at the very least bill us for the time it took to make the repairs. Otherwise it would seem they are grossly overcharging their customers who are forced to use them for repairs as they are the only business [redacted] Corporate contracts with in the area. br /> Regards, [redacted]

I am in receipt of your letter dated January 16, for the above referenced customerIhave read through the customer's complaint and agree that a refund is in orderWecertainly apologize for the experience Mr*** had with our company and I canassure him this is not the normAs a goodwill
gesture I have requested a check in theamount of $be issued to himThe check should go out in the mail on 2/1/18.Respectfully,Paul ***Operations Manager

RE: *** *** ***Dear ***,I am in receipt of your letter dated January 29, for the above referenced customer.We have contacted the customer and made the appropriate arrangements to get the issue resolvedThe actual service visit is scheduled for March 18, I trust that we
will be able to address the customer's issues on this dateIf for any reason we are unable to resolve the issue on the 18th, I will refund the customer half of what they had paid ($135)and we will continue to work diligently with the customer until the issue is resolved.Respectfully,Paul *** Operations Manager

I am in receipt of your letter dated November 19, for the above referenced customerOur Installation Project Manager has been to this customer's home on several occasions to look at the issue that the customer is complaining aboutHe does not feelthat the issue is anything to do with the work
we have done at his homeHowever, as agoodwill gesture he has set up a painter to go to the customer's home on 12/26/to try to lix the issuesThis will be the limit of what we are willing to do for the customer.Respectfully,Paul ***Operations Manager

consumer called, nobody showed, as the business stated a painter would be there 12/26/

Pella called last week twice- the first time saying they would come to install the window sash, the second time to report that they had once again ordered the wrong partWe are off on a long trip beginning Friday and are hoping they will be able to come immediately after our return February

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
While I did indicate the work done was to my satisfaction, I have spent an inordinate amount of time on this matter and feel that Pella should be refunding me at least 1/of the amount I paid for this window installation I am self-employed and due to their poor service and work, causing me to take time out of my workday to deal with this situation, I strongly feel it would be appropriate for Crawford Doors & Windows, who are a franchisee of Pella, to refund at a minimum 1/ of my $2,payment due to the delays, interruptions to my schedule and poor service originally provided I have made this request repeatedly, and Jim *** replied (see attached) saying he was not authorized to do so When I inquired who was, he never replied to my inquiry I have since contacted Pella Corporation due to the egregious ways my purchase and installation has been handled This whole purchase and installation has been nothing but a nightmare No one should have to pay high prices for extremely shoddy work.I went with Pella thinking they were top of the line Sadly, as it turns out, they are at the bottom of the barrel
Regards,
*** ***

Paul *** - We are scheduled to be there on February 16th, after they return from their trip