Da Shade Window Tint

Dear Ms [redacted] ,We are very happy to hear that you have no issues with your new windows and installation We are, however, very sorry to hear that you feel your experience has not gone as smoothly as you had hoped As with all custom construction and remodeling projects there are several variables that may affect timing - such as custom product, special requests, and weather In your specific situation, your large custom windows took longer than the average to design and create Since you had requested to the sales associate that you did not want anything installed until after your return on March 19th, we tried to order them according to your requests We try to give people an estimated time of shipment, however your situation is precisely why we do not like to give exact dates, as custom orders vary from project to project As soon as we have information, we communicate this to our customers Throughout your process there were also two epic floods that pushed our schedule back significantly, one in April and again at the end of May, which would account for the other delay in your process After speaking with the office staff, sales team, and reviewing call logs and emails we have determined that you spoke to several office administrators as well as your sales associate throughout the entire process, as well as corresponded with them To say there was a lack of communication is an exaggeration to say the least Since you confirmed that there is nothing wrong with your windows or installation, and this is solely an issue of miscommunication, we must decline your request for a discount of your original contract price Sincerely, The Management Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint I continue to disagree with the company's record of events pertaining to the communication process around this piece of workI am not currently traveling and will not be able to review my own records and respond further until September 26th at the earliestI shall do so at that time and shall show a different train of eventsI reject the company's implied tone that I have lied or exaggerated about the situationIndeed, if the company and their representative had kept me better informed of the progress of this work, none of this would have transpired
[Provide details of why you are not satisfied with this resolution.]
Regards,

Ms*** ***, I apologize for our initial response being apparently too brief and leaving communication details out. I assumed we were all on the same page as to the events that transpired, but that does not seem to be the case. In order for you to completely understand why we believe there was sufficient communication as well as realistic expectations set, I have in detail laid out the events that took place, and when available, the times and dates Schedule of Events:2/10/2016 First appointment with customerContract signed and datedClient informed sales rep of trip during March, therefore project was to be pushed back to accommodate timingSee attached(This is the appointment where construction expectations are set - we give people a window of expected timing, but as with all construction projects, it is impossible to give exact dates, and we never guarantee timing. There are too many variables, such as product timing, people, and weather, to manage. Therefore, we always set the expectation that things can and sometimes do go wrong.)2/16/201610:02am incoming call to Houston officeClient spoke with office manager secs11:09am sales rep called client min 12:24pm sales rep called client min2/29/201612:52pm incoming call to Houston office 2min4:44pm sales rep called client min 3/3/2016 1:22pm sales rep called client 2min March - March 19 client is out of town. 3/9/2016 3:19pm sales rep called client 2min3/11/2016 7:35pm sales rep called client 2min3/22/20161:51pm sales rep called client 2min 3/28/2016 Windows shipped and invoiced 3/29/2016 11:59am sales rep called client 2min 4/1/20162:57pm sales rep called client 4min4/7/2016 Windows arrive at warehouse 2:55pm sales rep called client 2min4/8/2016 Install scheduled for that morning. Everything was completely installed. One strip missing, and one window to be re-ordered with corrected sash height.8:57am incoming call to Austin officeClient spoke to office manager 1min12:37pm incoming call to Houston office 2minSales rep at job site tells home owner new window is orderedClient is unsure of window being ordered. April 10-12 sales rep out of town for training4/12/20169:39am incoming call to Austin officeSpoke with production manager 4.5minClient was told that someone would call her back with window information once we had it. 4/15/2016 11:34am incoming call to Houston officeClient spoke to office manager and was told window was orderedWould take about 4-weeks, same as initial custom windows. April 17-19 first catastrophic flood rains occur4/26/2016 10:34am sales rep called client 2minLeaves message that strip is inShould be installed or 27th 4/29/2016 1:35pm incoming call to Houston office (hang up so no minutes and no voicemail)5:56pm client sends complaint emailSee attached. 4/30/20169:37am Sales rep responds to clients email. 11:18am client responds again stating she does not want any more calls and only an email once window has arrived. 5/2/2016 Sales rep installs missing strip 5/3/2016 2:25pm sales rep called client 7min2:38pm sales rep sends client a recap email 5:36pm incoming call to Houston office 1min5/9/2016 Window scheduled to leave Virginia 5/12/2016 Window arrives in warehouse May 12-25 client out of townMay 26, 2016 second flash flood 5/31/2016 1:58pm sales rep emails client about installing window Emails back and forth6/1/2016More emails back and forthDecide on Friday June 3rd pending rain for installation. June 2-3 Third flood rains occur6/3/2016 Project manager calls client to say rains too heavy to install. 6/13/2016 Project manager calls to schedule window install on the 16th. 6/16/2016 Window installedStrip missing. 6/16/2016Strip ordered 7/7/2016Project manager installs final strip 8/17/2016 Final invoice sent and due8/18/2016 Client submits complaint to Revdex.com8/26/2016 Client responds to invoice email8/26/2016 Sales rep calls and emails client8/29/2016 Client responds to sales rep. 8/31/2016 The Revdex.com sends complaint to office 9/1/2016We responded to client through the Revdex.com9/2/2016 Client refuses response and requests a meeting to further discuss issues. 9/12/2016 Our final response. As you can see for yourself, the sales rep called you about every - days starting in March until the project was installed. You said yourself in your first Revdex.com email that the installation and product was fine. The missing trim piece as well as the corrected window were ordered. You were not left with any open spaces, only two minor pieces to be corrected. The detailed conversations were not included for these phone calls, because neither you or the sales rep will remember exactly what was said. The facts are that there was communication throughout the process. It appears from the timeline that I've inspected, as well as your first complaint email about the sales rep, that you became extremely upset after the project had been installed and we had to order a new corrected window. You stated that you did not receive an adequate response from anyone about the new window. Each person that you spoke to gave you the same response that you received about the original order, that we do not know when a shipment will arrive until we receive a shipment notification. All custom orders take roughly 4-weeks, as the sales rep told you the first time you spoke about timing. You spoke to different people who gave you roughly the same answer. One of them was the actual manufacturer's rep, who you contacted and then called you back. He told you the exact same thing that we told you on several occasions. The fact that you did not like having an exact date, does not mean that anyone lied to you, or that you were lacking information. There was no difference between the timing expectation that we set the first and second time we placed an order for you To prove that information and facts get lost in memory or translation, here are a few examples of items that you stated incorrectly (I'm giving you the benefit of the doubt that these were mistakes and not flat out lies and exaggerations to help your case)These were taken from your first statement sent to the Revdex.com: - "The week after our return I phoned [our sales rep] about the status..." You returned on the 19th, the only calls in our phone statements are from the sales rep to you from March - April 7. - "After several more phone calls, the windows finally arrived April 7..." Again, you did not make any of these phone calls, the sales rep was calling you to update you on the shipment. - "I have never seen or spoken to [our sales rep] since April 26th." You received a phone call and several emails from your sales rep since April 26th.Also regarding your first statement to the Revdex.com: 1) Again, there was never a guarantee made as to date of arrival and installation, only an estimate. As soon as the windows arrived, they were installed the very next day. As stated above, you did not make these phone calls, they were made to you 2) Again, no phone calls from you, all were made by sales rep to you. Yes, workers arrived around 10am instead of 8:30am 3)No one called you on Monday because the sales rep was under the impression that you remembered the conversation you had with him standing on your driveway the day of installationHe states that he told you he ordered the new window and would take about the same time as the last order 4)You called the office two times and received confirmation that the window was ordered. Since we don't know exact dates ourselves, we usually give estimates. The office manager and production manager don't remember exactly what they told you, so I don't want to make anything up 5) our schedules had been pushed back due to rains. You only call time on the 29th and hang up, then send your email. You did not call "several" more times. I believe it was during this period that you spoke to different people, including the manufacturer's rep, and all told you the same answer regarding the window - which I have to mention again, was still within the 4-weeks of the original estimate that your sales rep gave you. The sales rep replied to your email, and as this itemized email should prove, it was not full of lies - I have attached all of your email communication to prove what was saidHe has called you numerous times, and switched to emails at your request 6)Again, heavy rains push schedules back hence the day delay in installation.7) You were informed that you did not have to be there for the final strip to be installed. It was a minute install. This email should show you that the sales rep did contact you throughout the entire process. Communication is relative and based on perspective, therefore just looking at the actual amount of phone calls and emails throughout the process proves you were neither ignored or forgotten. The construction process is not an exact science, it has a lot of moving parts, and although we strive to keep our clients as up to date as possible, it is very common for events to occur outside of our control. The reason you chose our company is because we have a long standing history in this business, not only as a company but as individuals as well. Your project was completed as quickly as possible, and any errors rectified as soon as we could. Although you have no issues with your windows at this time, will be here in 5,10,years if you ever do run into anything. Many companies can't say that, and that is why you chose us We cannot agree to a discount based on the lack of communication that you feel you received. Since we have reviewed everything again and see that communication was ongoing throughout the process, and since communication in itself is subjective, it would be unfair to other clients to give you a discount based on these events. The sales rep you communicated with is constantly receiving high ratings and excellent feedback from our clients, and we have never received a complaint regarding him. This was another factor we took into account when making our decision You requested a meeting in your last response - we are always happy to meet with youHowever, we want to set the proper expectations that a meeting will not change our decision Thank you, Erika ***Office Manager* I have two more emails that the system would not allow me to attach

Dear Ms. [redacted],We are very happy to hear that you have no issues with your new windows and installation.  We are, however, very sorry to hear that you feel your experience has not gone as smoothly as you had hoped.  As with all custom construction and remodeling projects there...

are several variables that may affect timing - such as custom product, special requests, and weather.  In your specific situation, your large custom windows took longer than the average to design and create.  Since you had requested to the sales associate that you did not want anything installed until after your return on March 19th, we tried to order them according to your requests.  We try to give people an estimated time of shipment, however your situation is precisely why we do not like to give exact dates, as custom orders vary from project to project.  As soon as we have information, we communicate this to our customers.  Throughout your process there were also two epic floods that pushed our schedule back significantly, one in April and again at the end of May, which would account for the other delay in your process.  After speaking with the office staff, sales team, and reviewing call logs and emails we have determined that you spoke to several office administrators as well as your sales associate throughout the entire process, as well as corresponded with them.  To say there was a lack of communication is an exaggeration to say the least.  Since you confirmed that there is nothing wrong with your windows or installation, and this is solely an issue of miscommunication, we must decline your request for a discount of your original contract price.  Sincerely, The Management Team