Crawford Door and 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.
[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 elsewhere. I have Pella Windows and in need of repair. I called Pella who have a contractual obligation with Crawford Window and Door to conduct repairs. I call the business, which begins this saga. So, 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 Revdex.com, 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]

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 complaint. When I made my original phone call to [redacted]. I fully expected to pay for labor and parts. I was honest in what happened to the door. I was told by [redacted]. and Crawford it was covered. If I was told back in Oct. or Nov. an estimate, there would not have been a problem. Instead 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 behind. They gave me the run around for two and a half months. Now they want to start all over. I just needed this door fixed before the cold months set in. I already had a service man here. Where is the estimate from that time? I now have an independent contractor working on it. I do not trust Crawford to get this job done in a timely fashion. Crawford took my check and cashed it within twelve days and I got nothing in return. I am still looking for the return of my $135.00.
Regards,
[redacted]

Through the years I've purchased many windows and doors from Pella through their representative, Crawford Door And Windows and through Lowe's. In this case, I don't remember which company the doors were purchased from.  When I called Crawford, they looked up my record and told me that the doors...

were purchased 11 years ago but not from whom. At that time I was an active general contractor doing business as [redacted] and I installed the doors myself.  I've included the paperwork Crawford sent me for your review, on which they state the warranty terms. Also, I've included pictures of the glass taken the morning of the third of July.

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.]
Regards,
Edward James
In my original complaint, the first thing that I did was to call [redacted].  They told me to contact Crawford Door And Windows because decisions like this were made by them.  Now it seems that we have come full circle, because Crawford wants me to call [redacted].All indicators in this case point to this glass breakage as spontaneous because of the location of the door and because it happened overnight.  The doors are located in an alcove leading to a fenced in deck.  The evening before this happened, I closed the blinds between the glass and the glass was in tact.  At first light, I opened the blinds and the glass was a matrix of cracks.  I would like to see a person at [redacted] with decision making authority to stand up and say that they should honor their warranty.  They should admitthat the glass in this door was defective and replace it free of charge.

August 26, 2015[redacted]Revdex.com, Inc.100 Bryant Woods SouthAmherst. NY 14228RE: [redacted]Dear [redacted]I am in receipt of your letter dated 8/19/2015 from the above referenced customer. 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 file in case 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 whenwc 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

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.  They are sending me a check and they have apologized.   This is exactly what I asked for.   I filed this complaint mainly so that others, including myself, should not have to experience something like this again.   I hope this improves their procedures with regard to customer services.Thank you so much for your help.
Regards,
[redacted]