To whom it may concern, On March 27th Exterior Custom Solutions started the [redacted] ’s siding projectAfter a few unfortunate rain delays, E.C.Sfinished the project on April 7th On April 10th, during our initial phone conversation prior to this complaint, I explained to Neil that we would make sure the door and light situation would be taken care of and not to worryWe then started getting complaints from numerous sources and were a bit confused to say the least I was under the impression that after our phone conversation everything was straightened out I spoke to Randi (Neil’s mother) on the phone after receiving these complaints to discuss what it is we can do to make things right Randi explained that the door needed to be fixed along with her light At that time, I asked if we could come over to have a discussion in regards to all that has taken place and figure out exactly what needed to be done to fix this matterOn April 17th, since Mr [redacted] ’s complaint here and numerous other places, we have gone out to his residence and had a conversation with him, his mother and his father, to address the issues at hand Randi informed us that the storm door was not the door she wantedAccording to their contract, they did in fact receive the door they picked outDue to the porch being so old and no longer square (which is the reason the door is having issues) the opening will need to be re-constructed to allow it to fit correctly We informed the [redacted] ’s that we will re-construct their opening and also provide them with a brand new door of their choice at no costWe then addressed the light problem Randi allegedly informed both our sales rep and installers that the light doesn’t work unless you wiggle the switchAccording to our installers, the light is doing the same thing now that it was prior to the siding being installed; our installer suggested they have a licensed electrician take a look at itOn our visit, the [redacted] ’s claimed the light never had an issue before, so we offered the [redacted] ’s at our expense, to have an electrician come out and fix the problemBoth of these issues were handled the same way by phone prior to our visit, which is why we find it odd that the [redacted] ’s went to numerous sources to file complaints Normally, that is the sign of somebody more interested in trying to defame the company than they are in resolving the issues However, since Randi provided us with background knowledge on her son and his condition the minute we arrived, we were able to somewhat understand what had taken place and proceeded to work on a solution Our installer Mike has been in this industry plus yearsHe has an impeccable customer service record and has never been an issueMike did everything Mr [redacted] asked him to do and then someIn most cases when homeowners replace their siding, they no longer want their old shutters back on because either the color of the siding doesn’t match the shutters, or because they don’t want holes in their new sidingAt the time of sale, the shutters being put back on were of no concernAlthough re-installing shutters does take time, which comes at a price, we did re-install all of Mr [redacted] ’s shutters at no chargeIn the complaint it states our installers used inappropriate language, we do not condone inappropriate language on the job siteIf in fact these things did take place, those responsible will be held accountable That being said, we have apologized to Mr [redacted] on behalf of our installers I hope Mr [redacted] will also have an apology for Mike, as it seems that same inappropriate language was used by Neil towards MikeIn fact, Mr [redacted] ’s mother Randi actually apologized on her son’s behalf for treating him in such a poor mannerOn Friday the 7th of April, we ordered the dumpster to be picked upAccording to the driver of the truck, Mr [redacted] would not let him remove the dumpster even parking his car in front of it He said the job was not completed so the dumpster staysOn April 10th, the dumpster was removed from the property We at E.C.Shold ourselves to a high standardWe provide very high quality products and our Angie’s list reviews speak for themselvesWe have won the Super Service award two years in a row and that’s due to the excellent job we do from start to finishAll customers are shown warranty information prior to purchase and receive their own personal copies upon completion of the job along with a completion certificate, which Mr [redacted] refuses to sign even though all materials and labor have been provided and installed Mr [redacted] chose financing that states he will make no payment until the job is complete which was all explained in the loan documents he signedMr [redacted] is now disputing payment and according to the finance company, the [redacted] ’s always hang up the phone whenever they call to verify materials, labor and requirements of the contract have been met The [redacted] ’s mentioned to us that they will be filing a complaint against the finance company for harassment Mr [redacted] , as well as his mother and father, all mentioned to us how pleased they were with the job we did installing their windows and siding As of this response, Mr [redacted] has only paid $towards what should have been a $22,contract (the contract price was $20,but due to a pricing error by the sales rep, Mr [redacted] benefitted $1,752.00) When you add on all the extras the [redacted] ’s have received, as well as what has been promised to them, it is a little baffling we are here writing this responseAfter talking face to face with the [redacted] ’s, we are extremely perplexed that things have gone this farThey appear delighted with the job our company has done with the exception of the two issues already addressed Hopefully, this will now put an end to the matter and we can move on and make sure their issues are resolved
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, [redacted]
The windows were ordered on 6/8/and installed on 10/3/ We had their windows and doors at our warehouse for quite some time because they refused installation unless it was a Saturday We do not install on Saturdays, however, in order to move the product from our warehouse we had no choice but to line it up and have the installers go out there on their day off and install We set up for Saturday October 3rd The installers worked a hour day.When the installers were ready to install the doors they noticed the frames of the doors that the manufacturer had shipped were in-swing, they should have been out-swinging The installers notified the customer but did install the doors because their old doors had already been removed.On 10/6/2015, the customer contacted us saying the doors needed to be out-swinging doors due to code (our installers made the customer aware of this code at day of install.) They also asked if there was an anti-theft door guard that they could add and wondered if the warranty would be voided if they added an auto closer to the doors.We told them we will be contacting the manufacturer to order new door frames The customer said they did not want us to do that because it would take another months to get them installed We reminded them that the only reason it took that long to do the install was because they needed to do it on a Saturday and we don’t do installs on SaturdaysWe contacted the manufacturer and ordered the out-swinging frames The manufacturer mentioned that they do not carry anti-lock door guards and if the customer were to add an auto-closer to the door, the glass and paint would still be under warranty, but if anything they do to the door causes a problem with the door- it would not be covered under warrantyOn 10/8/2015, we talked with the customer and explained it could take a couple of weeks to get the product in, but we do have a rush on itThey stated that there seems to be a gap between the threshold and the floor so water is coming in They also mentioned they think the windows were not sealed properly and there is probably water getting into the walls.We sent our installer that same day to adjust the riser (this is something that all homeowners should do when the weather changes to produce a tighter seal.) During installation, we make the first adjustment so the door sweep sits flush on the riser but must have overlooked it due to the hour day We also re-caulked the windows on the outside Prior to leaving, we asked the customer if they needed anything else and they replied that they didn’t.On 10/26/2015, we contacted the customer to set up a service call to replace the frames for the doorsOn 10/27/2015, the customer contacted us to set the service call for WedNov11th.On 11/18/2015, the customer called into the office to report that all windows are leaking and one of the doors is leaking around the molding of the glass in the door We let them know we will contact our lead installer to see what we need to do and we will get back to them as soon as possibleWe talked to our lead installer and he said this would be the first time he has heard of water leaking around the glass in any of our doors He also mentioned that there is no way of telling for sure that the issue is with the windows until we take a look at them There could be water leaking elsewhere Water will travel to the area of least resistance We need to assess the situation to see what is happening If it is the windows we will take care of the problem If the door has a manufacturers defect, that will also be taken care of under the manufacturer’s warranty We set up a service call for FriNov20th to address the issues After scheduling the Friday service call, the customer called the sales rep to inform him that the scheduler was “Brain-Dead” She didn’t mention anything about the issues she called the office about, but asked the salesperson if she added a closer to both of the doors, would it void the warranty (the same question that was asked and answered on 10/6/15.) The salesperson explained again that it would and that’s when she called him a “liar”, which naturally offended the salesperson The sales repasked the customer if at any point he went over closers or had her choose a color for a closer - and she said “no” The rep also reminded the customer that during his initial visit, she explained to him they had a bug infestation and she was hoping that replacing the windows would cure their problem He explained to her that the issues may not be the windows, but we won’t know until we go there and trouble shoot The customer then told the sales rep that she was suing him and hung up the phone.The customer runs a Vet Clinic out of a Metal Pole Building which is put together with exposed steel fasteners Over time, due to expansion and contraction, the screws move and air and water could potentially find its way through Friday, Nov20th did not work in the end because two of our installers came down sick and our production manager was on vacation, so we will contact the customer to set up a different time to go out there We will not be issuing a refund The windows and doors that were installed are of the highest quality and come with a lifetime warranty We will not subject our employees to any more hostility from this customer either (both employees in question have an impeccable record.) We have responded very efficiently to all concerns no matter how malicious and vindictive the customer was We have gone over and above for this customer, even adding oak interior trim at no charge for both doors, which the customer complained wasn’t stained If we need to pull off the exterior wraps to trouble shoot, we will do that We have an idea of what we can do to help the customer even if the issue is not window-related (we have already explained this to her too.) Once we pull off the wraps from the outside, we will take additional measures to divert any water that could be coming through the building We will also check the door to see if there is a defect and if so it will be taken care of accordingly
To whom it may concern, In regards to the complaint filed by Phil and Sharon [redacted] On December 13th, Exterior Custom Solutions sold the [redacted] ’s twelve windowsWhen the salesman was out there he presented the product and showed them the quality of our windowPhil and Sharon clearly saw the value of our window and made a purchaseIf at any time they felt pressured or thought the product was not of excellent quality, they could have cancelled the order Now that there is an issue we are being compared to a time share companyOn March 29th, we installed the windowsThey had wood siding which was tight to the existing brick mold around the windowWhen we install a window, part of the installation is wrapping the brick mold to the window in efforts to keep everything maintenance free and water tightWe have done these thousands of times because that is the proper way of installing windowsDue to the siding being wood and being tight to the brick mold, the window wrap had to sit on the existing siding about a 1/of an inchIf we did not wrap the window, like the customer thinks we shouldn’t have done, there would be a gap leaving it susceptible to water and air infiltrationAt Exterior Custom Solutions we take problems very seriously and try in every way to make things rightUnfortunately, we had no knowledge anything was wrongPhil and Sharon filled out a completion certificate stating they would refer us to others and gave us all high ratings on our performanceWe were under the impression everything was great.On July 6th, Phil and Sharon had a siding company come out to install new siding Over two months have passed since we installed their windows and there was no word as to any defects of windows or shoddy wrapping of the windows When the siding company started to tear off the siding there became an issue with the wrap around the windowsWhen the company tore off the siding they also tore part of the wraps off, damaging them As siding professionals they should have been aware of what they needed to do to prevent thisIf they would have cut the silicone around the wrap and carefully removed the siding there would be no issueIt seems to me the siding guys have pulled this con before We explained to Phil that because we did not wreck the wraps we are not responsible for paying the siding company for their destructionPhil also mentioned, after the siding has been torn off that there was a scratch on one of the windowsSeems to me that the scratch would have been noticed in the first two months but giving Phil the benefit of the doubt we informed him we would replace it for him at no charge In our discussions on the 23rd of June and the 6th, 7th and 8th of July we offered to replace the wraps of the windows for a charge of $per windowPhil wanted us to pay $per window to have the siding company re wrap the windows for himIf we would have wrecked the wrap then absolutely we would have fixed it, free of chargeHowever, it was a different company that wrecked the wrap and then charged him $to put on new wrap In regards to the window, we believe it was scratched by the removal of the siding, seeing that in two months there was no mention of a scratchWe however, not knowing for sure offered to replace that at no charge Phil told us, because the siding company was there getting ready to re wrap all the windows, unless we could get that window out there immediately we could take that window and shove it up our A**! Everything we do is custom made so unfortunately it would have taken a couple of weeksPhil made it very clear he never wanted our company out there againOn three different occasions (the dates listed above) Phil made threats of going to the Revdex.com and getting an attorney involvedOnce again, here at E.C.Swe take these things very seriouslyIn an attempt to make the customer happy and avoid him of incurring legal fees, we offered him the option of wrapping the windows again, for no feeAlso, as said before, we would replace the scratched windowPhil once again would not accept our offerWe have tried to do everything possible to make this customer happy including fixing somebody else’s mistake on our dollarWe however, will not tolerate verbal and written abuseThere will be no refund of money to the [redacted] ’s for their wrapping of the windows but the offer still stands for the replacement of the scratched window
Exterior Custom Solutions response to, ID: *** *** ***, rejecting our initial response.The salesperson never mentioned that we would install their windows on aSaturday, nor did the customer bring it up. The installer had no choice but to install the doors because the old doors had already been removed. On the initial visit, the customer had a microscope out and was on google trying to determine the type of bugs their building was infested with. The customer contacted the salesperson to let him know that our scheduler was “Brain-Dead”. These are the facts.All of the above were explained in our initial response. We were also very clear that no refund will be given, and we would re-set the appointment to assess the situation. When the husband contacted us to re-set the appointment our scheduler was on vacation. The appointment has since been re-set for December 18th. All warranties will be honored. This is our final response on this matter
It is very evident by the ***’s responses (the last two being identical); they are not reading our repliesIf they would take the time to read them, they can see why and where we standOur responses clearly state our intentionsThey describe in detail what we were willing to do, what we will still do, and what we will not doHad the ***’s read our responses they would already know what steps to take for the scratched glass to be replacedAny further responses from the ***’s to the Revdex.com regarding this matter are unnecessary and will not be acknowledged
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.It is obvious you are not reading our response! We do NOT want a window replaced, our house is finished and don't want you near it As we have said, we want a refund for the cost of having the wrap redone because of the mess you made of it.
Regards,
Philip ***
When you finance any product, from any company, a finance approval is necessary prior to ordering. The financing is normally processed the day of the order, in this case with the order being written on a Saturday the financing was processed on Monday (next business day). The
contract that was written, as well as the financing, each has a 3-day rescission period. The individual cancelled the order on Tuesday and at that time their down payment was returned. Our representative informed the individual he would run the financing Monday and if approved we will send an installer out to remeasure; at that time we would place their order. He told this individual that they would not receive a bill until after the windows have been installed. The product this individual ended up purchasing is most definitely not superior. We recently quoted a patio door for a customer, which this company had previously quoted, and came in $1,lessNothing out of the ordinary has taken place here. This person either misunderstood or is purposely trying to disdain our reputation without cause
[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,
Neil [redacted]
On April 21st, per Neil’s request, Exterior Custom solutions sent a licensed electrician to the [redacted]’s residence. It was discovered by the electrician that the cause of Neil’s issue was a faulty light switch. It was not our fault this untimely event took place and when Neil realized that, he immediately accepted responsibility for paying the electrician. During that same visit, the storm door issue was also taken care of. We had Neil open and close the door numerous times until it was to his satisfaction. We then provided Neil with his warranty paperwork and he signed off that the job is complete and we can now process for payment. The visit we had with Neil went well and he knows that if he has any issues in the future, we will be more than happy to help.
To whom it may concern, In regards to the complaint filed by Phil and Sharon [redacted]. On December 13th, 2016 Exterior Custom Solutions sold the [redacted]’s twelve windows. When the salesman was out there he presented the product and showed them the quality of our window. Phil and Sharon...
clearly saw the value of our window and made a purchase. If at any time they felt pressured or thought the product was not of excellent quality, they could have cancelled the order. Now that there is an issue we are being compared to a time share company. On March 29th, 2016 we installed the windows. They had wood siding which was tight to the existing brick mold around the window. When we install a window, part of the installation is wrapping the brick mold to the window in efforts to keep everything maintenance free and water tight. We have done these thousands of times because that is the proper way of installing windows. Due to the siding being wood and being tight to the brick mold, the window wrap had to sit on the existing siding about a 1/8 of an inch. If we did not wrap the window, like the customer thinks we shouldn’t have done, there would be a gap leaving it susceptible to water and air infiltration. At Exterior Custom Solutions we take problems very seriously and try in every way to make things right. Unfortunately, we had no knowledge anything was wrong. Phil and Sharon filled out a completion certificate stating they would refer us to others and gave us all high ratings on our performance. We were under the impression everything was great.On July 6th, 2016 Phil and Sharon had a siding company come out to install new siding. Over two months have passed since we installed their windows and there was no word as to any defects of windows or shoddy wrapping of the windows. When the siding company started to tear off the siding there became an issue with the wrap around the windows. When the company tore off the siding they also tore part of the wraps off, damaging them. As siding professionals they should have been aware of what they needed to do to prevent this. If they would have cut the silicone around the wrap and carefully removed the siding there would be no issue. It seems to me the siding guys have pulled this con before. We explained to Phil that because we did not wreck the wraps we are not responsible for paying the siding company for their destruction. Phil also mentioned, after the siding has been torn off that there was a scratch on one of the windows. Seems to me that the scratch would have been noticed in the first two months but giving Phil the benefit of the doubt we informed him we would replace it for him at no charge. In our discussions on the 23rd of June and the 6th, 7th and 8th of July we offered to replace the wraps of the windows for a charge of $50 per window. Phil wanted us to pay $50 per window to have the siding company re wrap the windows for him. If we would have wrecked the wrap then absolutely we would have fixed it, free of charge. However, it was a different company that wrecked the wrap and then charged him $50 to put on new wrap. In regards to the window, we believe it was scratched by the removal of the siding, seeing that in two months there was no mention of a scratch. We however, not knowing for sure offered to replace that at no charge. Phil told us, because the siding company was there getting ready to re wrap all the windows, unless we could get that window out there immediately we could take that window and shove it up our A**! Everything we do is custom made so unfortunately it would have taken a couple of weeks. Phil made it very clear he never wanted our company out there again. On three different occasions (the dates listed above) Phil made threats of going to the Revdex.com and getting an attorney involved. Once again, here at E.C.S. we take these things very seriously. In an attempt to make the customer happy and avoid him of incurring legal fees, we offered him the option of wrapping the windows again, for no fee. Also, as said before, we would replace the scratched window. Phil once again would not accept our offer. We have tried to do everything possible to make this customer happy including fixing somebody else’s mistake on our dollar. We however, will not tolerate verbal and written abuse. There will be no refund of money to the [redacted]’s for their wrapping of the windows but the offer still stands for the replacement of the scratched window.
The windows were ordered on 6/8/15 and installed on
10/3/15. We had their windows and doors
at our warehouse for quite some time because they refused installation unless
it was a Saturday. We do not install on
Saturdays, however, in order to move the product from our warehouse we had...
no
choice but to line it up and have the installers go out there on their day off
and install. We set up for Saturday
October 3rd. The installers
worked a 12 hour day.When the installers were ready to install the doors they
noticed the frames of the doors that the manufacturer had shipped were in-swing,
they should have been out-swinging. The
installers notified the customer but did install the doors because their old
doors had already been removed.On 10/6/2015, the customer contacted us saying the doors
needed to be out-swinging doors due to code (our installers made the customer
aware of this code at day of install.)
They also asked if there was an anti-theft door guard that they could
add and wondered if the warranty would be voided if they added an auto closer
to the doors.We told them we will be contacting the manufacturer to order
new door frames. The customer said they
did not want us to do that because it would take another 3 months to get them
installed. We reminded them that the
only reason it took that long to do the install was because they needed to do
it on a Saturday and we don’t do installs on Saturdays. We contacted the manufacturer and ordered the out-swinging
frames. The manufacturer mentioned that they
do not carry anti-lock door guards and if the customer were to add an
auto-closer to the door, the glass and paint would still be under warranty, but
if anything they do to the door causes a problem with the door- it would not be
covered under warranty. On 10/8/2015, we talked with the customer and explained
it could take a couple of weeks to get the product in, but we do have a rush on
it. They stated that there seems to be a gap between the threshold and the
floor so water is coming in. They also
mentioned they think the windows were not sealed properly and there is probably
water getting into the walls.We sent our installer that same day to adjust the riser
(this is something that all homeowners should do when the weather changes to
produce a tighter seal.) During
installation, we make the first adjustment so the door sweep sits flush on the
riser but must have overlooked it due to the 12 hour day. We also re-caulked the windows on the
outside. Prior to leaving, we asked the
customer if they needed anything else and they replied that they didn’t.On 10/26/2015, we contacted the customer to set up a service
call to replace the frames for the doors. On 10/27/2015, the customer contacted us to set the
service call for Wed. Nov. 11th.On 11/18/2015, the customer called into the office to
report that all 3 windows are leaking and one of the doors is leaking around
the molding of the glass in the door. We
let them know we will contact our lead installer to see what we need to do and
we will get back to them as soon as possible. We talked to our lead installer and he said this would be
the first time he has heard of water leaking around the glass in any of our
doors. He also mentioned that there is
no way of telling for sure that the issue is with the windows until we take a
look at them. There could be water
leaking elsewhere. Water will travel to
the area of least resistance. We need
to assess the situation to see what is happening. If it is the windows we will take care of the
problem. If the door has a manufacturers
defect, that will also be taken care of under the manufacturer’s warranty. We set up a service call for Fri. Nov. 20th to
address the issues. After scheduling the
Friday service call, the customer called the sales rep to inform him that the
scheduler was “Brain-Dead”. She didn’t mention
anything about the issues she called the office about, but asked the
salesperson if she added a closer to both of the doors, would it void the
warranty (the same question that was asked and answered on 10/6/15.) The salesperson explained again that it would
and that’s when she called him a “liar”, which naturally offended the
salesperson. The sales rep. asked the customer
if at any point he went over closers or had her choose a color for a closer - and
she said “no”. The rep also reminded the
customer that during his initial visit, she explained to him they had a bug
infestation and she was hoping that replacing the windows would cure their
problem. He explained to her that the
issues may not be the windows, but we won’t know until we go there and trouble
shoot. The customer then told the sales
rep that she was suing him and hung up the phone.The customer runs a Vet Clinic out of a Metal Pole
Building which is put together with exposed steel fasteners. Over time, due to expansion and contraction,
the screws move and air and water could potentially find its way through. Friday, Nov. 20th did not work in
the end because two of our installers came down sick and our production manager
was on vacation, so we will contact the customer to set up a different time to
go out there. We will not be issuing a refund. The windows and doors that were installed are
of the highest quality and come with a lifetime warranty. We will not subject our employees to any more
hostility from this customer either (both employees in question have an
impeccable record.) We have responded
very efficiently to all concerns no matter how malicious and vindictive the
customer was. We have gone over and
above for this customer, even adding oak interior trim at no charge for both
doors, which the customer complained wasn’t stained. If we need to pull off the exterior wraps to
trouble shoot, we will do that. We have
an idea of what we can do to help the customer even if the issue is not
window-related (we have already explained this to her too.) Once we pull off the wraps from the outside,
we will take additional measures to divert any water that could be coming
through the building. We will also check
the door to see if there is a defect and if so it will be taken care of
accordingly.
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,
[redacted]
To whom it may concern, On March 27th 2017 Exterior Custom Solutions started the [redacted]’s siding project. After a few unfortunate rain delays, E.C.S. finished the project on April 7th 2017. On April 10th, during our initial phone...
conversation prior to this complaint, I explained to Neil that we would make sure the door and light situation would be taken care of and not to worry. We then started getting complaints from numerous sources and were a bit confused to say the least. I was under the impression that after our phone conversation everything was straightened out. I spoke to Randi (Neil’s mother) on the phone after receiving these complaints to discuss what it is we can do to make things right. Randi explained that the door needed to be fixed along with her light. At that time, I asked if we could come over to have a discussion in regards to all that has taken place and figure out exactly what needed to be done to fix this matter. On April 17th, since Mr. [redacted]’s complaint here and numerous other places, we have gone out to his residence and had a conversation with him, his mother and his father, to address the issues at hand. Randi informed us that the storm door was not the door she wanted. According to their contract, they did in fact receive the door they picked out. Due to the porch being so old and no longer square (which is the reason the door is having issues) the opening will need to be re-constructed to allow it to fit correctly. We informed the [redacted]’s that we will re-construct their opening and also provide them with a brand new door of their choice at no cost. We then addressed the light problem. Randi allegedly informed both our sales rep and installers that the light doesn’t work unless you wiggle the switch. According to our installers, the light is doing the same thing now that it was prior to the siding being installed; our installer suggested they have a licensed electrician take a look at it. On our visit, the [redacted]’s claimed the light never had an issue before, so we offered the [redacted]’s at our expense, to have an electrician come out and fix the problem. Both of these issues were handled the same way by phone prior to our visit, which is why we find it odd that the [redacted]’s went to numerous sources to file complaints. Normally, that is the sign of somebody more interested in trying to defame the company than they are in resolving the issues. However, since Randi provided us with background knowledge on her son and his condition the minute we arrived, we were able to somewhat understand what had taken place and proceeded to work on a solution. Our installer Mike has been in this industry 30 plus years. He has an impeccable customer service record and has never been an issue. Mike did everything Mr. [redacted] asked him to do and then some. In most cases when homeowners replace their siding, they no longer want their old shutters back on because either the color of the siding doesn’t match the shutters, or because they don’t want holes in their new siding. At the time of sale, the shutters being put back on were of no concern. Although re-installing shutters does take time, which comes at a price, we did re-install all of Mr. [redacted]’s shutters at no charge. In the complaint it states our installers used inappropriate language, we do not condone inappropriate language on the job site. If in fact these things did take place, those responsible will be held accountable. That being said, we have apologized to Mr. [redacted] on behalf of our installers. I hope Mr. [redacted] will also have an apology for Mike, as it seems that same inappropriate language was used by Neil towards Mike. In fact, Mr. [redacted]’s mother Randi actually apologized on her son’s behalf for treating him in such a poor manner. On Friday the 7th of April, we ordered the dumpster to be picked up. According to the driver of the truck, Mr. [redacted] would not let him remove the dumpster even parking his car in front of it. He said the job was not completed so the dumpster stays. On April 10th, the dumpster was removed from the property We at E.C.S. hold ourselves to a high standard. We provide very high quality products and our Angie’s list reviews speak for themselves. We have won the Super Service award two years in a row and that’s due to the excellent job we do from start to finish. All customers are shown warranty information prior to purchase and receive their own personal copies upon completion of the job along with a completion certificate, which Mr. [redacted] refuses to sign even though all materials and labor have been provided and installed. Mr. [redacted] chose financing that states he will make no payment until the job is complete which was all explained in the loan documents he signed. Mr. [redacted] is now disputing payment and according to the finance company, the [redacted]’s always hang up the phone whenever they call to verify materials, labor and requirements of the contract have been met. The [redacted]’s mentioned to us that they will be filing a complaint against the finance company for harassment. Mr. [redacted], as well as his mother and father, all mentioned to us how pleased they were with the job we did installing their windows and siding. As of this response, Mr. [redacted] has only paid $100.00 towards what should have been a $22,152.00 contract (the contract price was $20,400 but due to a pricing error by the sales rep, Mr. [redacted] benefitted $1,752.00). When you add on all the extras the [redacted]’s have received, as well as what has been promised to them, it is a little baffling we are here writing this response. After talking face to face with the [redacted]’s, we are extremely perplexed that things have gone this far. They appear delighted with the job our company has done with the exception of the two issues already addressed. Hopefully, this will now put an end to the matter and we can move on and make sure their issues are resolved.
To whom it may concern, On March 27th Exterior Custom Solutions started the [redacted] ’s siding projectAfter a few unfortunate rain delays, E.C.Sfinished the project on April 7th On April 10th, during our initial phone conversation prior to this complaint, I explained to Neil that we would make sure the door and light situation would be taken care of and not to worryWe then started getting complaints from numerous sources and were a bit confused to say the least I was under the impression that after our phone conversation everything was straightened out I spoke to Randi (Neil’s mother) on the phone after receiving these complaints to discuss what it is we can do to make things right Randi explained that the door needed to be fixed along with her light At that time, I asked if we could come over to have a discussion in regards to all that has taken place and figure out exactly what needed to be done to fix this matterOn April 17th, since Mr [redacted] ’s complaint here and numerous other places, we have gone out to his residence and had a conversation with him, his mother and his father, to address the issues at hand Randi informed us that the storm door was not the door she wantedAccording to their contract, they did in fact receive the door they picked outDue to the porch being so old and no longer square (which is the reason the door is having issues) the opening will need to be re-constructed to allow it to fit correctly We informed the [redacted] ’s that we will re-construct their opening and also provide them with a brand new door of their choice at no costWe then addressed the light problem Randi allegedly informed both our sales rep and installers that the light doesn’t work unless you wiggle the switchAccording to our installers, the light is doing the same thing now that it was prior to the siding being installed; our installer suggested they have a licensed electrician take a look at itOn our visit, the [redacted] ’s claimed the light never had an issue before, so we offered the [redacted] ’s at our expense, to have an electrician come out and fix the problemBoth of these issues were handled the same way by phone prior to our visit, which is why we find it odd that the [redacted] ’s went to numerous sources to file complaints Normally, that is the sign of somebody more interested in trying to defame the company than they are in resolving the issues However, since Randi provided us with background knowledge on her son and his condition the minute we arrived, we were able to somewhat understand what had taken place and proceeded to work on a solution Our installer Mike has been in this industry plus yearsHe has an impeccable customer service record and has never been an issueMike did everything Mr [redacted] asked him to do and then someIn most cases when homeowners replace their siding, they no longer want their old shutters back on because either the color of the siding doesn’t match the shutters, or because they don’t want holes in their new sidingAt the time of sale, the shutters being put back on were of no concernAlthough re-installing shutters does take time, which comes at a price, we did re-install all of Mr [redacted] ’s shutters at no chargeIn the complaint it states our installers used inappropriate language, we do not condone inappropriate language on the job siteIf in fact these things did take place, those responsible will be held accountable That being said, we have apologized to Mr [redacted] on behalf of our installers I hope Mr [redacted] will also have an apology for Mike, as it seems that same inappropriate language was used by Neil towards MikeIn fact, Mr [redacted] ’s mother Randi actually apologized on her son’s behalf for treating him in such a poor mannerOn Friday the 7th of April, we ordered the dumpster to be picked upAccording to the driver of the truck, Mr [redacted] would not let him remove the dumpster even parking his car in front of it He said the job was not completed so the dumpster staysOn April 10th, the dumpster was removed from the property We at E.C.Shold ourselves to a high standardWe provide very high quality products and our Angie’s list reviews speak for themselvesWe have won the Super Service award two years in a row and that’s due to the excellent job we do from start to finishAll customers are shown warranty information prior to purchase and receive their own personal copies upon completion of the job along with a completion certificate, which Mr [redacted] refuses to sign even though all materials and labor have been provided and installed Mr [redacted] chose financing that states he will make no payment until the job is complete which was all explained in the loan documents he signedMr [redacted] is now disputing payment and according to the finance company, the [redacted] ’s always hang up the phone whenever they call to verify materials, labor and requirements of the contract have been met The [redacted] ’s mentioned to us that they will be filing a complaint against the finance company for harassment Mr [redacted] , as well as his mother and father, all mentioned to us how pleased they were with the job we did installing their windows and siding As of this response, Mr [redacted] has only paid $towards what should have been a $22,contract (the contract price was $20,but due to a pricing error by the sales rep, Mr [redacted] benefitted $1,752.00) When you add on all the extras the [redacted] ’s have received, as well as what has been promised to them, it is a little baffling we are here writing this responseAfter talking face to face with the [redacted] ’s, we are extremely perplexed that things have gone this farThey appear delighted with the job our company has done with the exception of the two issues already addressed Hopefully, this will now put an end to the matter and we can move on and make sure their issues are resolved
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, [redacted]
The windows were ordered on 6/8/and installed on 10/3/ We had their windows and doors at our warehouse for quite some time because they refused installation unless it was a Saturday We do not install on Saturdays, however, in order to move the product from our warehouse we had no choice but to line it up and have the installers go out there on their day off and install We set up for Saturday October 3rd The installers worked a hour day.When the installers were ready to install the doors they noticed the frames of the doors that the manufacturer had shipped were in-swing, they should have been out-swinging The installers notified the customer but did install the doors because their old doors had already been removed.On 10/6/2015, the customer contacted us saying the doors needed to be out-swinging doors due to code (our installers made the customer aware of this code at day of install.) They also asked if there was an anti-theft door guard that they could add and wondered if the warranty would be voided if they added an auto closer to the doors.We told them we will be contacting the manufacturer to order new door frames The customer said they did not want us to do that because it would take another months to get them installed We reminded them that the only reason it took that long to do the install was because they needed to do it on a Saturday and we don’t do installs on SaturdaysWe contacted the manufacturer and ordered the out-swinging frames The manufacturer mentioned that they do not carry anti-lock door guards and if the customer were to add an auto-closer to the door, the glass and paint would still be under warranty, but if anything they do to the door causes a problem with the door- it would not be covered under warrantyOn 10/8/2015, we talked with the customer and explained it could take a couple of weeks to get the product in, but we do have a rush on itThey stated that there seems to be a gap between the threshold and the floor so water is coming in They also mentioned they think the windows were not sealed properly and there is probably water getting into the walls.We sent our installer that same day to adjust the riser (this is something that all homeowners should do when the weather changes to produce a tighter seal.) During installation, we make the first adjustment so the door sweep sits flush on the riser but must have overlooked it due to the hour day We also re-caulked the windows on the outside Prior to leaving, we asked the customer if they needed anything else and they replied that they didn’t.On 10/26/2015, we contacted the customer to set up a service call to replace the frames for the doorsOn 10/27/2015, the customer contacted us to set the service call for WedNov11th.On 11/18/2015, the customer called into the office to report that all windows are leaking and one of the doors is leaking around the molding of the glass in the door We let them know we will contact our lead installer to see what we need to do and we will get back to them as soon as possibleWe talked to our lead installer and he said this would be the first time he has heard of water leaking around the glass in any of our doors He also mentioned that there is no way of telling for sure that the issue is with the windows until we take a look at them There could be water leaking elsewhere Water will travel to the area of least resistance We need to assess the situation to see what is happening If it is the windows we will take care of the problem If the door has a manufacturers defect, that will also be taken care of under the manufacturer’s warranty We set up a service call for FriNov20th to address the issues After scheduling the Friday service call, the customer called the sales rep to inform him that the scheduler was “Brain-Dead” She didn’t mention anything about the issues she called the office about, but asked the salesperson if she added a closer to both of the doors, would it void the warranty (the same question that was asked and answered on 10/6/15.) The salesperson explained again that it would and that’s when she called him a “liar”, which naturally offended the salesperson The sales repasked the customer if at any point he went over closers or had her choose a color for a closer - and she said “no” The rep also reminded the customer that during his initial visit, she explained to him they had a bug infestation and she was hoping that replacing the windows would cure their problem He explained to her that the issues may not be the windows, but we won’t know until we go there and trouble shoot The customer then told the sales rep that she was suing him and hung up the phone.The customer runs a Vet Clinic out of a Metal Pole Building which is put together with exposed steel fasteners Over time, due to expansion and contraction, the screws move and air and water could potentially find its way through Friday, Nov20th did not work in the end because two of our installers came down sick and our production manager was on vacation, so we will contact the customer to set up a different time to go out there We will not be issuing a refund The windows and doors that were installed are of the highest quality and come with a lifetime warranty We will not subject our employees to any more hostility from this customer either (both employees in question have an impeccable record.) We have responded very efficiently to all concerns no matter how malicious and vindictive the customer was We have gone over and above for this customer, even adding oak interior trim at no charge for both doors, which the customer complained wasn’t stained If we need to pull off the exterior wraps to trouble shoot, we will do that We have an idea of what we can do to help the customer even if the issue is not window-related (we have already explained this to her too.) Once we pull off the wraps from the outside, we will take additional measures to divert any water that could be coming through the building We will also check the door to see if there is a defect and if so it will be taken care of accordingly
To whom it may concern, In regards to the complaint filed by Phil and Sharon [redacted] On December 13th, Exterior Custom Solutions sold the [redacted] ’s twelve windowsWhen the salesman was out there he presented the product and showed them the quality of our windowPhil and Sharon clearly saw the value of our window and made a purchaseIf at any time they felt pressured or thought the product was not of excellent quality, they could have cancelled the order Now that there is an issue we are being compared to a time share companyOn March 29th, we installed the windowsThey had wood siding which was tight to the existing brick mold around the windowWhen we install a window, part of the installation is wrapping the brick mold to the window in efforts to keep everything maintenance free and water tightWe have done these thousands of times because that is the proper way of installing windowsDue to the siding being wood and being tight to the brick mold, the window wrap had to sit on the existing siding about a 1/of an inchIf we did not wrap the window, like the customer thinks we shouldn’t have done, there would be a gap leaving it susceptible to water and air infiltrationAt Exterior Custom Solutions we take problems very seriously and try in every way to make things rightUnfortunately, we had no knowledge anything was wrongPhil and Sharon filled out a completion certificate stating they would refer us to others and gave us all high ratings on our performanceWe were under the impression everything was great.On July 6th, Phil and Sharon had a siding company come out to install new siding Over two months have passed since we installed their windows and there was no word as to any defects of windows or shoddy wrapping of the windows When the siding company started to tear off the siding there became an issue with the wrap around the windowsWhen the company tore off the siding they also tore part of the wraps off, damaging them As siding professionals they should have been aware of what they needed to do to prevent thisIf they would have cut the silicone around the wrap and carefully removed the siding there would be no issueIt seems to me the siding guys have pulled this con before We explained to Phil that because we did not wreck the wraps we are not responsible for paying the siding company for their destructionPhil also mentioned, after the siding has been torn off that there was a scratch on one of the windowsSeems to me that the scratch would have been noticed in the first two months but giving Phil the benefit of the doubt we informed him we would replace it for him at no charge In our discussions on the 23rd of June and the 6th, 7th and 8th of July we offered to replace the wraps of the windows for a charge of $per windowPhil wanted us to pay $per window to have the siding company re wrap the windows for himIf we would have wrecked the wrap then absolutely we would have fixed it, free of chargeHowever, it was a different company that wrecked the wrap and then charged him $to put on new wrap In regards to the window, we believe it was scratched by the removal of the siding, seeing that in two months there was no mention of a scratchWe however, not knowing for sure offered to replace that at no charge Phil told us, because the siding company was there getting ready to re wrap all the windows, unless we could get that window out there immediately we could take that window and shove it up our A**! Everything we do is custom made so unfortunately it would have taken a couple of weeksPhil made it very clear he never wanted our company out there againOn three different occasions (the dates listed above) Phil made threats of going to the Revdex.com and getting an attorney involvedOnce again, here at E.C.Swe take these things very seriouslyIn an attempt to make the customer happy and avoid him of incurring legal fees, we offered him the option of wrapping the windows again, for no feeAlso, as said before, we would replace the scratched windowPhil once again would not accept our offerWe have tried to do everything possible to make this customer happy including fixing somebody else’s mistake on our dollarWe however, will not tolerate verbal and written abuseThere will be no refund of money to the [redacted] ’s for their wrapping of the windows but the offer still stands for the replacement of the scratched window
Exterior Custom Solutions response to, ID: *** *** ***, rejecting our initial response.The salesperson never mentioned that we would install their windows on aSaturday, nor did the customer bring it up. The installer had no choice but to install the doors because the old doors had already been removed. On the initial visit, the customer had a microscope out and was on google trying to determine the type of bugs their building was infested with. The customer contacted the salesperson to let him know that our scheduler was “Brain-Dead”. These are the facts.All of the above were explained in our initial response. We were also very clear that no refund will be given, and we would re-set the appointment to assess the situation. When the husband contacted us to re-set the appointment our scheduler was on vacation. The appointment has since been re-set for December 18th. All warranties will be honored. This is our final response on this matter
It is very evident by the ***’s responses (the last two being identical); they are not reading our repliesIf they would take the time to read them, they can see why and where we standOur responses clearly state our intentionsThey describe in detail what we were willing to do, what we will still do, and what we will not doHad the ***’s read our responses they would already know what steps to take for the scratched glass to be replacedAny further responses from the ***’s to the Revdex.com regarding this matter are unnecessary and will not be acknowledged
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.It is obvious you are not reading our response! We do NOT want a window replaced, our house is finished and don't want you near it As we have said, we want a refund for the cost of having the wrap redone because of the mess you made of it.
Regards,
Philip ***
When you finance any product, from any company, a finance approval is necessary prior to ordering. The financing is normally processed the day of the order, in this case with the order being written on a Saturday the financing was processed on Monday (next business day). The
contract that was written, as well as the financing, each has a 3-day rescission period. The individual cancelled the order on Tuesday and at that time their down payment was returned. Our representative informed the individual he would run the financing Monday and if approved we will send an installer out to remeasure; at that time we would place their order. He told this individual that they would not receive a bill until after the windows have been installed. The product this individual ended up purchasing is most definitely not superior. We recently quoted a patio door for a customer, which this company had previously quoted, and came in $1,lessNothing out of the ordinary has taken place here. This person either misunderstood or is purposely trying to disdain our reputation without cause
[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,
Neil [redacted]
On April 21st, per Neil’s request, Exterior Custom solutions sent a licensed electrician to the [redacted]’s residence. It was discovered by the electrician that the cause of Neil’s issue was a faulty light switch. It was not our fault this untimely event took place and when Neil realized that, he immediately accepted responsibility for paying the electrician. During that same visit, the storm door issue was also taken care of. We had Neil open and close the door numerous times until it was to his satisfaction. We then provided Neil with his warranty paperwork and he signed off that the job is complete and we can now process for payment. The visit we had with Neil went well and he knows that if he has any issues in the future, we will be more than happy to help.
To whom it may concern, In regards to the complaint filed by Phil and Sharon [redacted]. On December 13th, 2016 Exterior Custom Solutions sold the [redacted]’s twelve windows. When the salesman was out there he presented the product and showed them the quality of our window. Phil and Sharon...
clearly saw the value of our window and made a purchase. If at any time they felt pressured or thought the product was not of excellent quality, they could have cancelled the order. Now that there is an issue we are being compared to a time share company. On March 29th, 2016 we installed the windows. They had wood siding which was tight to the existing brick mold around the window. When we install a window, part of the installation is wrapping the brick mold to the window in efforts to keep everything maintenance free and water tight. We have done these thousands of times because that is the proper way of installing windows. Due to the siding being wood and being tight to the brick mold, the window wrap had to sit on the existing siding about a 1/8 of an inch. If we did not wrap the window, like the customer thinks we shouldn’t have done, there would be a gap leaving it susceptible to water and air infiltration. At Exterior Custom Solutions we take problems very seriously and try in every way to make things right. Unfortunately, we had no knowledge anything was wrong. Phil and Sharon filled out a completion certificate stating they would refer us to others and gave us all high ratings on our performance. We were under the impression everything was great.On July 6th, 2016 Phil and Sharon had a siding company come out to install new siding. Over two months have passed since we installed their windows and there was no word as to any defects of windows or shoddy wrapping of the windows. When the siding company started to tear off the siding there became an issue with the wrap around the windows. When the company tore off the siding they also tore part of the wraps off, damaging them. As siding professionals they should have been aware of what they needed to do to prevent this. If they would have cut the silicone around the wrap and carefully removed the siding there would be no issue. It seems to me the siding guys have pulled this con before. We explained to Phil that because we did not wreck the wraps we are not responsible for paying the siding company for their destruction. Phil also mentioned, after the siding has been torn off that there was a scratch on one of the windows. Seems to me that the scratch would have been noticed in the first two months but giving Phil the benefit of the doubt we informed him we would replace it for him at no charge. In our discussions on the 23rd of June and the 6th, 7th and 8th of July we offered to replace the wraps of the windows for a charge of $50 per window. Phil wanted us to pay $50 per window to have the siding company re wrap the windows for him. If we would have wrecked the wrap then absolutely we would have fixed it, free of charge. However, it was a different company that wrecked the wrap and then charged him $50 to put on new wrap. In regards to the window, we believe it was scratched by the removal of the siding, seeing that in two months there was no mention of a scratch. We however, not knowing for sure offered to replace that at no charge. Phil told us, because the siding company was there getting ready to re wrap all the windows, unless we could get that window out there immediately we could take that window and shove it up our A**! Everything we do is custom made so unfortunately it would have taken a couple of weeks. Phil made it very clear he never wanted our company out there again. On three different occasions (the dates listed above) Phil made threats of going to the Revdex.com and getting an attorney involved. Once again, here at E.C.S. we take these things very seriously. In an attempt to make the customer happy and avoid him of incurring legal fees, we offered him the option of wrapping the windows again, for no fee. Also, as said before, we would replace the scratched window. Phil once again would not accept our offer. We have tried to do everything possible to make this customer happy including fixing somebody else’s mistake on our dollar. We however, will not tolerate verbal and written abuse. There will be no refund of money to the [redacted]’s for their wrapping of the windows but the offer still stands for the replacement of the scratched window.
The windows were ordered on 6/8/15 and installed on
10/3/15. We had their windows and doors
at our warehouse for quite some time because they refused installation unless
it was a Saturday. We do not install on
Saturdays, however, in order to move the product from our warehouse we had...
no
choice but to line it up and have the installers go out there on their day off
and install. We set up for Saturday
October 3rd. The installers
worked a 12 hour day.When the installers were ready to install the doors they
noticed the frames of the doors that the manufacturer had shipped were in-swing,
they should have been out-swinging. The
installers notified the customer but did install the doors because their old
doors had already been removed.On 10/6/2015, the customer contacted us saying the doors
needed to be out-swinging doors due to code (our installers made the customer
aware of this code at day of install.)
They also asked if there was an anti-theft door guard that they could
add and wondered if the warranty would be voided if they added an auto closer
to the doors.We told them we will be contacting the manufacturer to order
new door frames. The customer said they
did not want us to do that because it would take another 3 months to get them
installed. We reminded them that the
only reason it took that long to do the install was because they needed to do
it on a Saturday and we don’t do installs on Saturdays. We contacted the manufacturer and ordered the out-swinging
frames. The manufacturer mentioned that they
do not carry anti-lock door guards and if the customer were to add an
auto-closer to the door, the glass and paint would still be under warranty, but
if anything they do to the door causes a problem with the door- it would not be
covered under warranty. On 10/8/2015, we talked with the customer and explained
it could take a couple of weeks to get the product in, but we do have a rush on
it. They stated that there seems to be a gap between the threshold and the
floor so water is coming in. They also
mentioned they think the windows were not sealed properly and there is probably
water getting into the walls.We sent our installer that same day to adjust the riser
(this is something that all homeowners should do when the weather changes to
produce a tighter seal.) During
installation, we make the first adjustment so the door sweep sits flush on the
riser but must have overlooked it due to the 12 hour day. We also re-caulked the windows on the
outside. Prior to leaving, we asked the
customer if they needed anything else and they replied that they didn’t.On 10/26/2015, we contacted the customer to set up a service
call to replace the frames for the doors. On 10/27/2015, the customer contacted us to set the
service call for Wed. Nov. 11th.On 11/18/2015, the customer called into the office to
report that all 3 windows are leaking and one of the doors is leaking around
the molding of the glass in the door. We
let them know we will contact our lead installer to see what we need to do and
we will get back to them as soon as possible. We talked to our lead installer and he said this would be
the first time he has heard of water leaking around the glass in any of our
doors. He also mentioned that there is
no way of telling for sure that the issue is with the windows until we take a
look at them. There could be water
leaking elsewhere. Water will travel to
the area of least resistance. We need
to assess the situation to see what is happening. If it is the windows we will take care of the
problem. If the door has a manufacturers
defect, that will also be taken care of under the manufacturer’s warranty. We set up a service call for Fri. Nov. 20th to
address the issues. After scheduling the
Friday service call, the customer called the sales rep to inform him that the
scheduler was “Brain-Dead”. She didn’t mention
anything about the issues she called the office about, but asked the
salesperson if she added a closer to both of the doors, would it void the
warranty (the same question that was asked and answered on 10/6/15.) The salesperson explained again that it would
and that’s when she called him a “liar”, which naturally offended the
salesperson. The sales rep. asked the customer
if at any point he went over closers or had her choose a color for a closer - and
she said “no”. The rep also reminded the
customer that during his initial visit, she explained to him they had a bug
infestation and she was hoping that replacing the windows would cure their
problem. He explained to her that the
issues may not be the windows, but we won’t know until we go there and trouble
shoot. The customer then told the sales
rep that she was suing him and hung up the phone.The customer runs a Vet Clinic out of a Metal Pole
Building which is put together with exposed steel fasteners. Over time, due to expansion and contraction,
the screws move and air and water could potentially find its way through. Friday, Nov. 20th did not work in
the end because two of our installers came down sick and our production manager
was on vacation, so we will contact the customer to set up a different time to
go out there. We will not be issuing a refund. The windows and doors that were installed are
of the highest quality and come with a lifetime warranty. We will not subject our employees to any more
hostility from this customer either (both employees in question have an
impeccable record.) We have responded
very efficiently to all concerns no matter how malicious and vindictive the
customer was. We have gone over and
above for this customer, even adding oak interior trim at no charge for both
doors, which the customer complained wasn’t stained. If we need to pull off the exterior wraps to
trouble shoot, we will do that. We have
an idea of what we can do to help the customer even if the issue is not
window-related (we have already explained this to her too.) Once we pull off the wraps from the outside,
we will take additional measures to divert any water that could be coming
through the building. We will also check
the door to see if there is a defect and if so it will be taken care of
accordingly.
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,
[redacted]
To whom it may concern, On March 27th 2017 Exterior Custom Solutions started the [redacted]’s siding project. After a few unfortunate rain delays, E.C.S. finished the project on April 7th 2017. On April 10th, during our initial phone...
conversation prior to this complaint, I explained to Neil that we would make sure the door and light situation would be taken care of and not to worry. We then started getting complaints from numerous sources and were a bit confused to say the least. I was under the impression that after our phone conversation everything was straightened out. I spoke to Randi (Neil’s mother) on the phone after receiving these complaints to discuss what it is we can do to make things right. Randi explained that the door needed to be fixed along with her light. At that time, I asked if we could come over to have a discussion in regards to all that has taken place and figure out exactly what needed to be done to fix this matter. On April 17th, since Mr. [redacted]’s complaint here and numerous other places, we have gone out to his residence and had a conversation with him, his mother and his father, to address the issues at hand. Randi informed us that the storm door was not the door she wanted. According to their contract, they did in fact receive the door they picked out. Due to the porch being so old and no longer square (which is the reason the door is having issues) the opening will need to be re-constructed to allow it to fit correctly. We informed the [redacted]’s that we will re-construct their opening and also provide them with a brand new door of their choice at no cost. We then addressed the light problem. Randi allegedly informed both our sales rep and installers that the light doesn’t work unless you wiggle the switch. According to our installers, the light is doing the same thing now that it was prior to the siding being installed; our installer suggested they have a licensed electrician take a look at it. On our visit, the [redacted]’s claimed the light never had an issue before, so we offered the [redacted]’s at our expense, to have an electrician come out and fix the problem. Both of these issues were handled the same way by phone prior to our visit, which is why we find it odd that the [redacted]’s went to numerous sources to file complaints. Normally, that is the sign of somebody more interested in trying to defame the company than they are in resolving the issues. However, since Randi provided us with background knowledge on her son and his condition the minute we arrived, we were able to somewhat understand what had taken place and proceeded to work on a solution. Our installer Mike has been in this industry 30 plus years. He has an impeccable customer service record and has never been an issue. Mike did everything Mr. [redacted] asked him to do and then some. In most cases when homeowners replace their siding, they no longer want their old shutters back on because either the color of the siding doesn’t match the shutters, or because they don’t want holes in their new siding. At the time of sale, the shutters being put back on were of no concern. Although re-installing shutters does take time, which comes at a price, we did re-install all of Mr. [redacted]’s shutters at no charge. In the complaint it states our installers used inappropriate language, we do not condone inappropriate language on the job site. If in fact these things did take place, those responsible will be held accountable. That being said, we have apologized to Mr. [redacted] on behalf of our installers. I hope Mr. [redacted] will also have an apology for Mike, as it seems that same inappropriate language was used by Neil towards Mike. In fact, Mr. [redacted]’s mother Randi actually apologized on her son’s behalf for treating him in such a poor manner. On Friday the 7th of April, we ordered the dumpster to be picked up. According to the driver of the truck, Mr. [redacted] would not let him remove the dumpster even parking his car in front of it. He said the job was not completed so the dumpster stays. On April 10th, the dumpster was removed from the property We at E.C.S. hold ourselves to a high standard. We provide very high quality products and our Angie’s list reviews speak for themselves. We have won the Super Service award two years in a row and that’s due to the excellent job we do from start to finish. All customers are shown warranty information prior to purchase and receive their own personal copies upon completion of the job along with a completion certificate, which Mr. [redacted] refuses to sign even though all materials and labor have been provided and installed. Mr. [redacted] chose financing that states he will make no payment until the job is complete which was all explained in the loan documents he signed. Mr. [redacted] is now disputing payment and according to the finance company, the [redacted]’s always hang up the phone whenever they call to verify materials, labor and requirements of the contract have been met. The [redacted]’s mentioned to us that they will be filing a complaint against the finance company for harassment. Mr. [redacted], as well as his mother and father, all mentioned to us how pleased they were with the job we did installing their windows and siding. As of this response, Mr. [redacted] has only paid $100.00 towards what should have been a $22,152.00 contract (the contract price was $20,400 but due to a pricing error by the sales rep, Mr. [redacted] benefitted $1,752.00). When you add on all the extras the [redacted]’s have received, as well as what has been promised to them, it is a little baffling we are here writing this response. After talking face to face with the [redacted]’s, we are extremely perplexed that things have gone this far. They appear delighted with the job our company has done with the exception of the two issues already addressed. Hopefully, this will now put an end to the matter and we can move on and make sure their issues are resolved.