DHD Windows & Doors

Carolyn, In response to complaint # [redacted] General Manager, Tim B [redacted] spoke to James Francis C [redacted] on 12/11/around 2:15pm The $refund that the customer was questioning was credited back to his charge card a few weeks ago The customer informed Tim of this This incident should be closed -Tim Timothy JB [redacted] General Manager Pella Windows and Doors [redacted] ###-###-#### [redacted]

I called *** windows for service in beginning November because there are issues got an appointment for December no one came or called to cancelOn December someone called to reschedule for 1/23/that is a very long time to wait for serviceI called headquarters they gave me the number from this location and called in bussiness hours and got a message that they are closed with the bussiness hours that they are open

I have attached txt messages , emails , photos and a completion form The only main issue is that our contractor had a worker by the name of *** on the job Apperantly he has done work for this customer before You will see in the correspondence , we apologized for this but did not know of this
Thank you
*** ***

From: Christian Smith [mailto:CSmith@***ctny.com] Sent: Tuesday, March 17, 6:PM To: [email protected] Subject: Re: You have a New Message from Revdex.com Serving *** Regarding Complaint # I would like to respond to this customer complaintIt is very important to our
business that we share our side of the story. Please let me know how I can respond. Thank you

Good Morning,
Ms*** ***’s information regarding a faulty design is incorrectThe class action lawsuit was specific to *** *** sashes only, and did not encompass all *** productsWith the agreed to class action settlement, *** provided Ms*** *** with exactly what the
settlement called, for, which is replacement product at a 30% discount, labor to install the product would be the responsibility of the customerOur branch provides warranty service for *** Corp, which is what we provided to Ms*** ***
As for the incorrect product that was ordered, we had processed a credit for the purchase price of this product back to Ms*** *** on Monday 10/12/This has already been taken care of
As a Service Branch for *** Corp, we have provided Ms*** *** with the service expectations set forth in the class action suit settlement
Thank you

The product was originally purchased from *** Home Improvement in 2004. The customer is correct, on multiple occasions the service team for the local *** branch has been out to the home and has failed to complete the repair. There is a service event scheduled for Wednesday April
20th to complete. *** Corporation has been involved to ensure the correct piece of glass was ordered to complete the service repair work. Tim B***, General Manager, has called the customer to assure of his involvement and correct completion of the project

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

The product was originally purchased from *** Home Improvement in 2004. The customer is correct, on multiple occasions the service team for the local *** branch has been out to the home and has failed to complete the repair. There is a service event scheduled for Wednesday April 20th
to complete. *** Corporation has been involved to ensure the correct piece of glass was ordered to complete the service repair work. Tim B***, General Manager, has called the customer to assure of his involvement and correct completion of the project

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSpecifically, I want the screen door locking deadbolt fixed/replaced and the weather stripping fixed
Sincerely,
Edmund Sullivan

We have scheduled a Service date for May 17th., with *** ***

To whom it may concern , attached are the photos of the damaged product for today's service event We have placed another order with *** and will expedite this ASAP We will also move up the service date once we have a exact ship date from ***
We will call ** *
*** and apologize for the inconvenience
Regards
*** ***
DHD *** Windows and Doors

The notes listed by the customer are accurate. In response to this post and a direct email to leadership at DHD Windows and Doors, Sales Manager, *** ***l called the customer early on July 12. That same day the order was placed to rectify the incorrect window. A delivery date
for the new window is scheduled for 8/2/17. *** *** has left a voicemail for the customer notifying him of this date. There was a lack of communication from the sales person at DHD and we truly apologize for the inconvenience. ***

Complaint: ***
I am rejecting this response because: all of the windows with one exception are the defective *** sashes
These defects should have been covered under the faulty defect warranty Instead , I was offered a percent discount
Other customers with the same issue have been treated appropriately by offering the Faulty defect warranty This information is all over the
web.
There was no refund offered for the incorrect windows In fact I had to pay additional money to order the correct window replacement
after calling minimally times to request the confirmation I finally spoke to a Customer Service agent who confirmed that it had only been order last Friday the Service dept did confirm the order and installation by email
But no written confirmation has been sentFurther; the sashes that I paid for did not come with the grills that match the rest of the 1st floor and was promised that that would be rectifiedNo action on this to dateMy home also has transoms throughout the first floor and after repeatedly requesting inspection; this has still not been doneThese are also have faulty design flaws that should be handledFurthermore, I have a construction company at my home today; who forwarded photos of where other *** sashes have rotted out This has to be addressed immediatelyThey have clearly provided you with erroneous information
Sincerely,
*** *** ***

Carolyn, In response to complaint # *** General Manager, Tim B*** spoke to James Francis C*** on 12/11/around 2:15pm. The $refund that the customer was questioning was credited back to his charge card a few weeks ago. The customer informed Tim of this. This
incident should be closed -Tim Timothy JB*** General Manager Pella Windows and Doors *** *** ***
*** ** *** ###-###-#### *** ***

Carolyn, In response to complaint # [redacted]   General Manager, Tim B[redacted] spoke to James Francis C[redacted] on 12/11/14 around 2:15pm.  The $250 refund that the customer was questioning was credited back to his charge card a few weeks ago.  The customer informed...

Tim of this.  This incident should be closed.   -Tim   Timothy J. B[redacted] General Manager Pella Windows and Doors [redacted] ###-###-#### [redacted]

Complaint: [redacted]
I am rejecting this response because:  all of the windows with one exception are the defective [redacted] sashes.  These defects should have been covered under the faulty defect warranty.  Instead , I was offered a 30 percent discount.  Other customers with the same issue have been treated appropriately by offering the Faulty defect warranty.  This information is all over the web. There was no refund offered for the incorrect windows.  In fact I had to pay additional money to order the correct window replacementafter calling minimally 5 times to request the confirmation I finally spoke to a Customer Service agent who confirmed that it had only been order last Friday.  the Service dept did confirm the order and installation by email.  But no written confirmation has been sent.Further;  the sashes that I paid for did not come with the grills that match the rest of the 1st floor and was promised that that would be rectified.No action on this to date.My home also has transoms throughout the first floor and after repeatedly requesting inspection;  this has still not been done.These are also have faulty design flaws that should be handled.Furthermore,  I have a construction company at my home today;  who forwarded photos of where other [redacted] sashes have rotted out.  This has to be addressed immediately.They have clearly provided you with erroneous information.
Sincerely,
[redacted]

Dear [redacted] Revdex.com:   There was also a sister complaint that went the Revdex.com in [redacted] but ultimately it told me that it was DHD that was responsible for my complaint issues, not [redacted] itself that manufactured the doors and windows.    It was that complaint in which I requested that [redacted] fix the screened door (where DHD broke the deadbolt and lock on a new never-used [redacted] screened door) and ripped off the weather stripping on the French doors to which the screen doors belong.   DHD through its contractors and [redacted] of DHD denied culpability for breaking the deadbolt and ripping the weather stripping.      I realize that DHD has totally stonewalled fixing the damage it did on the $15000 French doors that it installed last year and damaged this year.  Until DHD comes to the house and fixes what it broke I will not want to close this complaint.   I know that DHD has yet to contact me about fixing the door that it damaged.    Sincerely,    [redacted]
[redacted]

From: Christian Smith [mailto:CSmith@[redacted]ctny.com] Sent: Tuesday, March 17, 2015 6:11 PMTo: [email protected]...

Subject: Re: You have a New Message from Revdex.com Serving [redacted] Regarding Complaint #10535128   I would like to respond to this customer complaint. It is very important to our business that we share our side of the story.    Please let me know how I can respond.    Thank you

This is from our service manager
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I spoke with Mr. [redacted] on Wednesday, 5/27/15. Our technician was at his home and performed service to fix his [redacted] sliding door which is 12 years old. When servicing his door, our technician broke one of the alarm contacts on his door. Mr. [redacted] was not happy about this, and we agreed to pay to have his alarm company (Alarm 1) come out and fix this. We sent Mr. [redacted] a check for $138 via [redacted] overnight on 5/28/15.
 
I also agreed to have the original technician ([redacted]) come back out to his home and confirm with him the parts that he’s requested to address issues on some of his windows (12 years old). Once this is done we will order the agreed upon parts, expedite the order, and return to Mr. [redacted] home as soon as the parts come in to replace the parts and correct his issues.
 
[redacted]

This is from our service manager
 
 
I spoke with Mr. [redacted] on Wednesday, 5/27/15. Our technician was at his home and performed service to fix his [redacted] sliding door which is 12 years old. When servicing his door, our technician broke one of the alarm contacts on his door. Mr. [redacted] was...

not happy about this, and we agreed to pay to have his alarm company (Alarm 1) come out and fix this. We sent Mr. [redacted] a check for $138 via [redacted] overnight on 5/28/15.
 
I also agreed to have the original technician ([redacted]) come back out to his home and confirm with him the parts that he’s requested to address issues on some of his windows (12 years old). Once this is done we will order the agreed upon parts, expedite the order, and return to Mr. [redacted] home as soon as the parts come in to replace the parts and correct his issues.
 
[redacted]