Crawford Door and Window Sales

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***. Although one of the techs that reviewed the issue agreed that it was an installation issue and correction was going to be made over a year ago before my several calls were never returned, I find that this resolution is acceptable to me if it will "fix" the issue. Regards, *** ***

I am in receipt of your letter dated January 17,for the above referenced customer.This customer requested that a technician come out to look at her product that her doghad chewed onThe labor and parts would of course be chargeable for a situation likethisAfter we went out the customer was
told that the parts for the repair would bechargeable because her dog had caused the damageThe customer was thinking theywould be covered under warrantyWe would be happy to continue ordering thechargeable parts and return to install them if the customer would likeWe will not offer arefund of the $initial labor charge thoughI encourage the customer to continueworking with Rene *** from our office to get this issue rectified.Respectfully,Paul ***Operations Manager

RE: [redacted] Dear [redacted]I am in receipt of your letter dated December 11 , 2015 for the above referenced customer.We have contacted the customer and made the appropriate arrangements to get the issue resolved. The actual service visit is scheduled for December 22, 2015. I trust...

that we willbe able to address the customer's issues on this date. If for any reason we are unable toresolve the issue on the 22nd, we will continue to work diligently with the customer until the issue is resolved.Respectfully,Paul [redacted]Operations Manager

I am in receipt of your letter dated September 5, 2017 for the above referenced customer.The customer is correct to say that tempered glass can crack years later for unknownreasons. This is a tough thing to prove or disprove though, as it could have just as easilybeen an object hitting the glass that caused it to break. We will contact Pella Corporationto see if they are willing to allow us to order a warranty piece of glass. That would be upto them as the manufacturer. I will pass this on to the service coordinator who did theestimate to make the request with Pella. The customer will receive a call or email oncewe know Pella's response.Respectfully,Paul [redacted]Operations ManagerCrawford Door & Window Sales

I am in receipt of your letter dated February 26, 2018 for the above referenced customer.We have contacted the customer and made the appropriate arrangements to get the issueresolved. The next service visit is scheduled for March 9, 2018. I trust that we will beable to address the customer's issues...

on this date. If for any reason we are unable toresolve the issue on this date, we will continue to work diligently with the customer untilthe issue is resolved. Also, if the service is not completed on March 9, 2018 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 January 18, 2017 for the above referenced customer.Our Installation Project Manager states that our installer has met with Mr. [redacted] andthe customer would like us to install some new interior stop material. The order for thatmaterial was placed today. The projected return date to the customer's house to completethis job is February 28,2017.Respectfully,Paul [redacted]lOperations Manager

I am in receipt of your letter dated August 15,2017 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 breakage. We have performed services for this customer already....

We have sent a technician to the customers house to diagnose and write up for parts needed. Our service coordinator has also put together an estimate for the repair of the window and sent it to the customer. The customer's product is from 2003 and is therefore out of the 2 year labor warranty, which warrants the $125 plus tax trip charge of $133. 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 repair. As 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 so. As 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 not. That 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

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 made. We 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 [redacted]. The results of the (8/25) meeting were as follows:“...the team did review this, and have determined that these units are failing. The branch is to be in contact with you to begin the process for resolution. They 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* 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 us. At this point, we believe [redacted] is doing their best to make this right. Therefore, as a goodwill gesture, we have agreed to allow Crawford to do this work as requested by [redacted] corporate.  Regardless, we still request our $133 back from Crawford. Given all of the reasons stated in our previous complaints, we can now add to that list the fact that Crawford came to an inaccurate conclusion. Remember, per Crawford's reply to our initial complaint, they we charging us to "diagnose". According to [redacted]'s engineers, this diagnosis was wrong. September 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 reply. September 8th - Par for the course, we have yet to hear anything back from Crawford. We'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 October 6, 2017 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 glass. We have placed another request email. Thatwould be up to them as the manufacturer. The customer will receive a call or email oncewe know [redacted]'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 unsatisfactory. While 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 ruse. To be clear.... no 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 - Mr. Bickle seemingly ignores the fact that I have already viewed the door panel
in question that Crawford Doors presented in March 2016 and it was deemed to be of poor quality. A 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 2016 to resolve this issue.  The only contact Mr. Pickle has had with us was the rude exchange with my husband in March of 2016. 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 delivery. Does 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 color. Since we paid ~$400 to have the door painted and the quality of what was delivered in March 2016 (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 Doors. To reiterate, on the first of many deliveries and tech visits Chad indicated that they have had problems with doors because of a defect. He 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 2016  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 said. I request that the Revdex.com consider the facts of this case.  I have provided a detailed summary of what has transpired - dates, names, activities. Mr. [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 us. The challenge this presents is  it an issue of poor training, poor customer relations or..... defective products layered with poor customer service. Regardless of the operational and quality issues at Crawford - we are left with a deficient product and no service.. Following 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 $4,000 + 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 installation. Although 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 10 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 8, 2018 for the above referenced customer. Ihave read through the customer·s complaint and I am told that the customer has alreadyreceived a copy of the proposal for the corrected window. In any event, I am resending acopy of it to the email address...

listed under the customer information on your originalletter. We certainly apologize for the experience Mrs. [redacted] had with our company and Ican assure her this is not the norm.Respectfully,Paul [redacted]

I am in receipt of your letter dated December I, 2016 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 finish. She can contact our service department at (518)286-1900 x 5 to set up anappointment if she would like to proceed. Please do not send me any further responses forthis customer.Respectfully,Paul [redacted]Operations Manager

Crawford Door and Window Sales October 6, 2015529 3rdAve. Ext.Rensselaer, N.Y. 12144Complaint ID [redacted]Dear [redacted] or to whom it may concern,We have supplied [redacted] with windows that meet and exceed New York State Energy Code requirements. We have been in contact with [redacted]...

[redacted] regarding his complaint. Furthermore , I hope that the original complaint is not viewed on your website at anytime. The language and claims are strong and may actually result in legal action by our company and or Paul H[redacted] our Sales Rep. Putting the complaint on your website may only include you in any defamation suit that may be filed. Thank You, [redacted]

I am in receipt of your letter dated August 28, 2017 for the above referenced customer.[redacted] Corporation has agreed to look into this further for the customer as a goodwillgesture. The 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 find that this resolution is satisfactory to me.  Regards, [redacted]

September 15, 2015[redacted]Revdex.com. Inc.100 Bryant Woods SouthAmherst. NY 14228RE: [redacted]Dear [redacted].I am in receipt of your letter dated 9/8/2015 from the above referenced customer. I will respond the same way I responded originally. The customer did not have to do business with us if he didn't want to. That was his choice, no one forced him. That 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 this. Our process is to take customers credit card information when they choose to set up a service visit with us. The credit card is simply put on file temporarily and not charged. When 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 provided. The charge card is on tile incase a customer should decide, after our service visit, that they are not going to pay for some reason. We then will charge the service fee that they originally agreed upon to the credit card they provided when setting up the service initially. It is a common practice in the service business to help defend against people not paying when we have already provided the service. After the service event is completed and paid in full, we will then delete the customer's credit card information.Respectfully.Paul B[redacted]Operations Manager

12/2/Update
and closure:
The situation of replacing my windows with units that are correctly enegystar
rated was discussed with [redacted] of CrawfordIn our first discussion I
specifically stated that Crawford must replace at their own cost the new
construction windows as this is a requirement by local codeI told [redacted]
that I would consider paying a portion of the replacement of the remaining
replacement windows but only if Crawford replaced the new construction windows
He told me he would talk it over with his bossThe next day was the second
discussion: [redacted] called and blurted out a priceI asked what that
coveredHe said it would cover the replacement of the new construction
windowsI asked what about the other windows and he said that we didn't
discuss thatAt this point I was upset as this was really taking a lot of my
timeI told him that he had completely misconstrued our earlier discussionHe
insisted that he had notI stated that at this time I was holding Crawford and
[redacted] completely responsible for replacing ALL of my windows and doors at their
cost entirely[redacted] told me that we would have to pay half of the cost of
replacement panesI held my ground insisting that now Crawford/[redacted] must
absorb the entire cost or I would take this to courtI left it at thatThe
next day (10/6/15) [redacted] sent me an email stating that nothing was wrong
with my windows and that they were satisfactory for Upstate NYAt this point I
contacted [redacted] and told them they have to intervene as the negotiation with
Crawford has deterioratedThey were surprised because they had already
authorized Crawford to replace all of the windows and doors at no charge
Apparently [redacted] was trying to strong arm money from me even though [redacted]
had already agreed to replace the windows without chargeI did not contact [redacted], rather, on 10/13/he emailed me telling me that Crawford and [redacted]
would replace all of the windows and doors at their costThe remaining
communications just involved scheduling and reminders
On November 5th the Crawford crew arrived: cars and one van with a trailer:
people totalAll of the windows were replaced within one dayThe replacement
window inserts were exchanged without issueThe door glass could have been
done better as the insulating gaskets appear to be torn, however, I will wait
[redacted]il I see a leaking issue
None of the windows or doors had any stickers on them that identified what they
wereI looked for the serial numbers between the panes and they did not look
like the same serial number format that was used on the original windowsThe
serial number from the original windows contain the energystar rating
information as per the [redacted] (National Fenestration Rating Council)The new
serial numbers only contained a [redacted] manufacturing number and a patent number
I contacted the [redacted] and they confirmed that this is not correct: the serial
number MUST contain the rating informationI contacted [redacted] (Stephanie B[redacted])
and she could not offer any reason why the serial number was not like the
original windowsNot only that, she could not confirm that these windows were
correctly energystar rated! I could not believe that they would go
through all this trouble and not provide the correct windowsI told [redacted] that
I needed some written confirmation that these windows were correctly rated and
this rating could be linked to the manufacturing serial numberAfter several
calls the [redacted] representative still could not provide this informationThe
only thing she could offer was that perhaps the replacement window parts carry
a different identification-but this was only conjectureI suggested that she
contact manufacturing and get the process sheets showing all of the build
detailsThis was like a revelation as she had not considered talking to the
department that actually made the windowsI have now lost my faith in [redacted]
In any event, in a few days a packet shows up in my mail with the production
sheetsThere's no cover letter, no instructions on how to interpret this
information, no guidance whatsoeverHowever, after studying them and with help
from the [redacted] it appeared as if the windows were correctly madeThis is the
best I'm going to get and I'll have to live with it
Incidentally, our house project changed and we needed one more windowI went
to [redacted] and ordered a [redacted] window through themWhile I was there I checked
their [redacted] stock and ALL OF THEM WERE PROPERLY ENERGY STAR RATED FOR NYI
spoke to the [redacted] window person and asked him to make sure that the window I
was ordering would be rated properlyHe said "Of course it will be
properly ratedWe can't sell a window not properly rated." I asked
him if it was possible to get a window rated for FloridaThe [redacted] window
person said he didn't know why you would want to do that but it may be possible
but you'd have to intentionally order it out of spec
I'd like to say that the [redacted] window quality appears to be very good-they make
a good productHowever, I was not happy with the [redacted] Customer Service even
though they did orchestrate the replacement of my windows as I insistedThey
were slow, not very proactive, and didn't appear to understand their own
productMy biggest complaint is with Crawford Windows and Doors, the company
in New York that sold me the windowsThey told [redacted]ruths to sell their products
and they intentionally ordered the incorrect rated windows, but worse, they
tried to get money from me knowing full well that [redacted] had already approved a
no-cost replacement. I find this reprehensible and inexcusable and I
cannot and will not recommend Crawford Windows and Doors to anyone. For
the record, I will not do business with Crawford Window and Doors again[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.
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]

Regarding Complaint ID [redacted], On October 6th we, Pella Windows and Doors of Albany sent our Project Manager Ron [redacted]. and as requested by [redacted], a different installer to addressthe issues she had outlined in her complaint.I received an email the following day from [redacted]...

indicating that the window issues hadbeen resolved to her satisfaction. If a copy of that email is needed , I will forward it to you.Sincerely Jim [redacted] Retail Sales Manager Pella Windows and Doors of Albany, NY

I am in receipt of your letter dated November 14,2016 for the above referenced customer. We have contacted the customer and requested that they come in to show us what they tind unacceptable with the finish on the new door panel. Multiple people herehave looked it over and found nothing wrong with...

it. We have been waiting for someoneto come and look at it for quite some time now.As far as the air infiltration issue the customer is complaining about; I spoke to our technician and he said that he did not tell this customer that we have an ongoing issuewith any of our doors, because we do not. Typically issues with air infiltration onproducts are caused by the product being installed improperly. I do not think that is thecase here as I know who the contractor is and we do not typically have issues with hisinstallations. We sell hundreds, if not thousands of these doors a year and very rarelyhave these types of issues.We would be happy to continue to work diligently with the customer, within the confinesof Pella's written warranty, until the issues are resolved. However, we will need them tofirst look at the door panel that we have here to show us what they are not happy with. Ifwe can get that rectified first, then we can install it and see if it cures the problem on that door. Similar steps can be taken to address the issue on the other door as well if needed.Respectfully,Paul [redacted] Operations Manager