I am sending this in response to your notification received October 1, regarding the above file numberWe have been in touch with the consumer and are in the process of working toward a resolution with her If you have any questions please contact me at [redacted] Thank you, [redacted] GM Huff N Puff
I am sending this in response to your notice dated October 29, regarding the above file numberWe have been in touch with the consumer and are in the process of working towards an acceptable solution with herIf you have any questions please contact me at ***. Thank
you,
*** ***
General Manager
Huff N' Puff
Rotterdam Industrial Park
Schenectady NY
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***
We are in receipt of the ***’s response received on 2/26/2015. As stated previously, it is our intention to work with the ***’s to achieve favorable resolution in this matter. To that end, we are agreeable with the ***’s request to wait until they return home from Florida in late March 2015, so that we can meet with them directly to resolve this matter. Thank you
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We received the
complaint dated 9/22/2015. It is rare that our company has any payment
issue with a customer as we go to great lengths to ensure we communicate well
both in writing and verbally.
Please see the
attached agreement showing the deposit amount of $2,465 authorized by...
Mr.
[redacted]. This deposit was explained at the time of sale and also by the
Sales Manager on a subsequent call.
We believe we
acted consistent with how we explained this, both verbally and in
writing. The deposit amount was discussed with Mr. [redacted] at the time of
sale and was agreed to on paperwork, which he signed.
We appreciate
Mr. [redacted]’s business and will ensure that he gets the job he contracted
for.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for your assistance.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I
am writing to clarify the situation with the Gorell Windows going into receivership
and the position the acquiring company, Soft-Lite, has taken on its product warranty
moving forward.
As
you know, the...
assets of Gorell Windows have been purchased by Soft-Lite Windows. Moving forward, Soft-Lite has decided to not continue
warranty support on Gorell’s previously sold products. Because this deal was legally structured as
an asset purchase, it is our understanding that Soft-Lite has no obligation to honor
the warranty by Gorell. We have been in
contact with Soft-Lite to attempt to change this position but so far have been unsuccessful.
New
Gorell products purchased from Huff ‘N Puff carried a manufacturer’s warranty,
backed solely by Gorell. A copy of this Gorell
warranty was provided to every Huff ‘N Puff customer who had Gorell products
installed. In addition, Huff ‘N Puff
provided a one year warranty on the installation. Any service costs incurred past the one year
installation warranty are the responsibility of the homeowner. Under normal conditions Gorell would provide
a replacement product that meets its warranty conditions and Huff ‘N Puff would
install the product at a service fee, currently $79 per hour.
As
a result of this unfortunate incident, previous customers of the Gorell product
will have to pay for products needed for service which fortunately are still
available. To assist our customers
through this difficult process, Huff ‘N Puff has agreed to absorb costs that
would normally be billable as a gesture of good faith, as explained below.
For a period of one
year, Huff ‘N Puff will pass through the Gorell invoice cost to our
customers at no markup, absorbing handling and transportation costs from
our office to our customers’ locations.
For a period of one
year, Huff ‘N Puff will not charge service fees to Gorell customers in
need of warranty service.
Considering our service rate of $79/hour + tax, a typical service
taking 1-3 hours for 2 men, the loss for Huff ‘N Puff ranges from $170 to
over $500, per incident. We are not
happy about this loss but believe it is the right thing to do in this
matter and share in the expense.
In
an attempt to be responsive through the situation caused by Gorell we have
obtained the name of a Gorell representative that can be contacted to discuss
the situation further. The person is [redacted], Soft-Lite Regional Sales
Manager. He can be contacted directly at [redacted].
We
sincerely apologize for any inconvenience and added expense this may cause
you. We are deeply hurt and upset by
this situation which will continue to cost Huff ‘N Puff frustration, time and money. If there is a silver lining, it is that
Gorell products are still available.
Typically in bankruptcy cases, production of replacement parts ceases,
which is a much more dire situation for customers. If
you have questions or would like to order parts, please call [redacted]e at
[redacted]. He can get you a quote on
replacement parts and arrange free installation for you. Sincerely, Fred
F[redacted], General Manager
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I am still disappointed with the...
business's inability to complete the job that was contracted for. Maybe this resolution will change some of their business practices for the positive. Regards, [redacted]
Our installation
team visited the [redacted] home on Wednesday 7/1/15. Our team assured them
that [redacted] is installed on the home in all of the areas referenced on the
contract. At the end of our visit, Mrs. [redacted] indicated we had resolved
the issue. Therefore, we were surprised to receive this complaint today
(7/23/15).
After receiving
this complaint today, we immediately called the [redacted]. Mrs. [redacted]
indicated that she understands that [redacted] is indeed installed on the
home. She also said that all of their leak issues have been resolved
since they recently had a new roof installed on the home. Nothing has
leaked since and she is happy.
We are not sure
where the communication breakdown is occurring but we assure the Revdex.com, and the
[redacted], that [redacted] is installed on their home, per the agreement.
Therefore, based
on our last inspection of the property and conversation with Mrs. [redacted] this
morning, all issues have been resolved.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I accept the December 15th date for installation but the cancellation policy was not discussed.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Dear [redacted], We acknowledge the concerns of the homeowner and to date have made continual efforts and accommodations to resolve the issues as described in detail below. Despite our efforts, we have been unable to achieve resolution because the homeowner had left...
town in December and they have informed us that they will not be returning to their home until Spring. Consequently, this delay has curtailed our ability to complete the job in accordance with the contract and has cost the company financially. Further complicating matters, family members of the homeowner have got involved in this process that the company has no legal authority to deal with. The same person has contacted us repeatedly representing herself both as a practicing attorney, and also as a relative of the homeowner. Some of the information she has put forth is inaccurate which leads to further difficulty in responding to this complaint as, in order to respond, we would have to respond to mis-information presented by this third party. An example of this, is the claim by the third party to the Revdex.com that “as stated in their Revdex.com Complaint, they believed that they were ordering actual replacement windows – not inserts – that would be dual color frames (cream outside/white inside), awning type.” The windows the [redacted] ordered and received are in fact replacement windows. In addition, we have already acknowledged an issue with the color and offered the [redacted] resolution by installing the canvass (cream) exterior/white interior windows as they ordered. The statement by the third party is inaccurate and ignorant of the facts in this matter. The statements do not assist in the resolution in this matter, they only add confusion. In addition, in their complaint to the Revdex.com the homeowner has overstated the Purchase Price by $4,935 as compared to the contract. A copy is provided in the attached document. With this said, it is the intention of the company to address these issues and work through this matter until the project is completed. Given the current set of circumstances described above, and the frequency of these complaints to the Revdex.com, the company is requesting the following in order to resolve the issues: 1) That we deal directly with the homeowners who we have a legal signed agreement with, and;2) That we meet with the homeowner in the next 1-2 weeks to achieve resolution. We feel this is reasonable considering the urgency the [redacted] have placed around this matter over the past 30 days, it would not make sense to delay resolution until spring.Below is the set of facts surrounding the contract and installation of the [redacted]’s windows.On October 16th 2015 [redacted] and [redacted] contracted with us to install 15 windows per the enclosed agreement. The Office Administrator contacted them and communicated the Technical Measure would be set for October 22nd. The Technical Measure was completed on October 22nd at 2pm. At the time of technical measure our Branch installation manager reviewed the contract and what to expect on installation day. On October 30th the Project Manager scheduled with Mr. [redacted] an installation date of November 24th, 25th, 26th. On November 24th part way through the installation of one awning window, we discovered that an error in the color was made and the windows were shipped white on white instead of white on canvas. The crew stopped working and the homeowner was informed of the error and let them know we would re-order the windows as stated in the contract and the office would call to set up a new installation date. The Project Manager called the [redacted] on the same day to follow up and informed them of our intention to resolve this issue immediately. The Project Manager then added the following notes in our CRM system:The windows were ordered as White on white, but the contract states Canvas exterior and white interior. I spoke with the homeowner and she said they are leaving for the winter soon and won't be ready to schedule until the end of April 2015. Informed [redacted] (Branch Installation Manager) and he will follow up. On November 25th the Branch Install Manager went to the home to review the situation. At that time he offered to the homeowner two options: to either keep the existing windows in white and we would color match the exterior coil to better match the different shades of cream on the exterior or, reorder the windows in canvas as per the contract. At that time the homeowner understood these two options and requested additional time to think over their decision. In the interest of homeowner satisfaction we agreed. The issue of sizing was then brought up and the Branch Installation manager explained that the windows are replacement windows and other then the color issue they are exactly as specified on the contract. He reviewed the previously signed “No Surprise Checklist” (attached) which documented the known glass loss due to the retrofit installation. The windows they had currently in their home were new construction windows installed many years ago and cannot be matched exactly. We explained this multiple times from sale, to technical measure, to installation. The Branch Installation Manager then reminded the homeowner that the install team halted installation and the windows are unfinished and due to being a small awning would appear smaller. The Branch Installation Manager asked the homeowner if he could complete the installation of the trim for one window allowing them to see how the finished install would appear. The homeowner refused this request. The homeowner then asked for time to think about the trim and color and informed the Branch installation manager they would call us back shortly. On December 1st, after not hearing from the homeowner, the Project Manager called to get their decision on whether we were going to set up an installation with the existing white windows or we would order the canvas and white. At that time the homeowner said they would not do anything and said they will be in contact with their attorney. The Project Manager forwarded the information to the Branch Install Manager. On December 3rd the Branch Install Manager and the Sales Consultant called to set up a time to come out and resolve any issues. The homeowner again denied our request. The homeowner told them that they would be contacting their niece and would not proceed with any other meetings or communications. We were not satisfied with this resolution as it was our intent to resolve this right away and complete their project per the agreement. Although the incorrect color windows arrived at the homeowner’s home, the company was ready, willing and able to install windows matching the color described on the contract. However in an attempt to preserve our relationship with the homeowner, we agreed to their terms, and moved them to “on hold” status expecting to resume in April as indicated in previous communications. We received the Revdex.com notice on Jan 16th and attempted to contact homeowner but with no response. We sent communications to the Revdex.com and received new contact number for homeowner.The Company Installation Manager attempted contact with homeowner at new number on February 3rd and 4th and was finally able to discuss the situation with both homeowners on the phone. The Company Installation Manager reviewed the contract information and listened to their requests. At that time both parties agreed the best situation was for the Company Installation Manager to personally visit the home and see if there was anything that could be done to either make them comfortable with the completion of the installation or discuss how to proceed. The homeowner stated that they are in Florida and would attempt to have their son make the home available in the upcoming weeks. The Company Installation Manager agreed to visit the home to review the project and requested two dates and times so that schedules could be arranged. A message was left that the next following day which was Saturday would be available. But due to the short notice, the Company Installation Manager was not able to accommodate the date and asked again for two possible dates or to have the Son contact the Company Installation Manager directly. The Company Installation Manager subsequently left two messages with the direct cell number of the homeowner which were not returned. As for the claims made by [redacted] in this complaint, who was not present or listed on the contract in any way, they are without accuracy and a clear attempt to disregard the Custom Remodeling Agreement. We have responded to the homeowner diligently and without exception throughout this process. There was no misrepresentation during the sales process; the homeowner was shown a full size sample along with a product catalogue. They both agreed in writing that had seen the full sized window sample and brochures/photos of the products they are buying. They also indicated in writing that they understood how the window would be installed (retrofit vs. full frame), how it would look and that the windows will have a smaller visible glass size. Attached, see the “No Surprises Checklist” signed by both [redacted] and [redacted] which directly supports these statements. There is no such literature or claim that the reduction in glass would be 1’ or less. The contract specifically states that there will be glass loss. In addition, the homeowner’s statement that they were overcharged is without merit. Attached is a copy of the contract along with a breakout of the charges showing exactly where the numbers are represented on the contract and how they total. To resolve this matter, we are willing to do any of the following to provide the best possible solution for our homeowner:• We are willing to grant them an additional discount of 10% if they choose to continue the install in white and we will provide the clad color match and additional exterior work at no additional cost to combine the different colors existing on the exterior.• We are ready, able, and willing to fulfill the contract as written. We will install the proper color as stated on the contract and set a date for installation at the homeowner’s convenience.• We request a meeting with the homeowners at the property in the next 1-2 weeks and review concerns to evaluate the best resolution moving forward. In summary, we believe we gone above and beyond to address the [redacted]’s issues and accommodate their scheduling, even to the point that we have suffered financial loss. We have maintained highly detailed records every step of the way and are confident that we have done everything reasonable to proactively resolve the issue to the homeowners’ benefit, address the homeowners’ concerns and offer satisfactory resolutions.We look forward to hearing from you and achieving a positive resolution in this matter.
We entered into a contractual agreement with [redacted] on June 13th 2017. There seems to be some miscommunication as to the actual start date of the project but we were and are ready and able to fulfill the contract as written. We will cancel the contract and return the deposit in the...
We entered into a contractual agreement with [redacted] on July 13th 2017. There seems to be some miscommunication as to the actual start date of the project but we were and are ready and able to fulfill the contract as written. We have cancelled the contract and are returning the deposit in...
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We have spoken with the customer and have verbally agreed upon a resolution. The customer has agreed to update the Revdex.com once the matter is closed.
The situation of Gorell going out
of business during the recession is a difficult one, over which we have no
control. Since this happened, many people have been hurt including those
who purchased Gorell products as well as long time employees who lost their
jobs and livelihoods. We were advised by council that Softlite conducted
this transaction in a legal manner that allows protection from warranty
claims. As such, we calculate that this incident has cost us tens of
thousands of dollars in service and much anxiety over the past years.
Even so, we have continued to provide service at no charge for affected customers
and will do so for Mr. **, if he chooses. Regarding the installation
concern, our records indicate that the installation was inspected and
satisfactorily accepted by Mr. ** upon completion in 2005. Our records
also indicate that there have been no service requests or concerns raised by
Mr. ** regarding the installation over the past 10 years.
I am sending this in response to your notification received October 1, regarding the above file numberWe have been in touch with the consumer and are in the process of working toward a resolution with her If you have any questions please contact me at [redacted] Thank you, [redacted] GM Huff N Puff
I am sending this in response to your notice dated October 29, regarding the above file numberWe have been in touch with the consumer and are in the process of working towards an acceptable solution with herIf you have any questions please contact me at ***. Thank
you,
*** ***
General Manager
Huff N' Puff
Rotterdam Industrial Park
Schenectady NY
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***
We are in receipt of the ***’s response received on 2/26/2015. As stated previously, it is our intention to work with the ***’s to achieve favorable resolution in this matter. To that end, we are agreeable with the ***’s request to wait until they return home from Florida in late March 2015, so that we can meet with them directly to resolve this matter. Thank you
We have met with Mr. [redacted] and have cone to a resolution.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We received the
complaint dated 9/22/2015. It is rare that our company has any payment
issue with a customer as we go to great lengths to ensure we communicate well
both in writing and verbally.
Please see the
attached agreement showing the deposit amount of $2,465 authorized by...
Mr.
[redacted]. This deposit was explained at the time of sale and also by the
Sales Manager on a subsequent call.
We believe we
acted consistent with how we explained this, both verbally and in
writing. The deposit amount was discussed with Mr. [redacted] at the time of
sale and was agreed to on paperwork, which he signed.
We appreciate
Mr. [redacted]’s business and will ensure that he gets the job he contracted
for.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for your assistance.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
April
7, 2012
Dear
Mr. & Mrs. Gorell Customer;
I
am writing to clarify the situation with the Gorell Windows going into receivership
and the position the acquiring company, Soft-Lite, has taken on its product warranty
moving forward.
As
you know, the...
assets of Gorell Windows have been purchased by Soft-Lite Windows. Moving forward, Soft-Lite has decided to not continue
warranty support on Gorell’s previously sold products. Because this deal was legally structured as
an asset purchase, it is our understanding that Soft-Lite has no obligation to honor
the warranty by Gorell. We have been in
contact with Soft-Lite to attempt to change this position but so far have been unsuccessful.
New
Gorell products purchased from Huff ‘N Puff carried a manufacturer’s warranty,
backed solely by Gorell. A copy of this Gorell
warranty was provided to every Huff ‘N Puff customer who had Gorell products
installed. In addition, Huff ‘N Puff
provided a one year warranty on the installation. Any service costs incurred past the one year
installation warranty are the responsibility of the homeowner. Under normal conditions Gorell would provide
a replacement product that meets its warranty conditions and Huff ‘N Puff would
install the product at a service fee, currently $79 per hour.
As
a result of this unfortunate incident, previous customers of the Gorell product
will have to pay for products needed for service which fortunately are still
available. To assist our customers
through this difficult process, Huff ‘N Puff has agreed to absorb costs that
would normally be billable as a gesture of good faith, as explained below.
For a period of one
year, Huff ‘N Puff will pass through the Gorell invoice cost to our
customers at no markup, absorbing handling and transportation costs from
our office to our customers’ locations.
For a period of one
year, Huff ‘N Puff will not charge service fees to Gorell customers in
need of warranty service.
Considering our service rate of $79/hour + tax, a typical service
taking 1-3 hours for 2 men, the loss for Huff ‘N Puff ranges from $170 to
over $500, per incident. We are not
happy about this loss but believe it is the right thing to do in this
matter and share in the expense.
In
an attempt to be responsive through the situation caused by Gorell we have
obtained the name of a Gorell representative that can be contacted to discuss
the situation further. The person is [redacted], Soft-Lite Regional Sales
Manager. He can be contacted directly at [redacted].
We
sincerely apologize for any inconvenience and added expense this may cause
you. We are deeply hurt and upset by
this situation which will continue to cost Huff ‘N Puff frustration, time and money. If there is a silver lining, it is that
Gorell products are still available.
Typically in bankruptcy cases, production of replacement parts ceases,
which is a much more dire situation for customers. If
you have questions or would like to order parts, please call [redacted]e at
[redacted]. He can get you a quote on
replacement parts and arrange free installation for you. Sincerely, Fred
F[redacted], General Manager
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I am still disappointed with the...
business's inability to complete the job that was contracted for. Maybe this resolution will change some of their business practices for the positive. Regards, [redacted]
Our installation
team visited the [redacted] home on Wednesday 7/1/15. Our team assured them
that [redacted] is installed on the home in all of the areas referenced on the
contract. At the end of our visit, Mrs. [redacted] indicated we had resolved
the issue. Therefore, we were surprised to receive this complaint today
(7/23/15).
After receiving
this complaint today, we immediately called the [redacted]. Mrs. [redacted]
indicated that she understands that [redacted] is indeed installed on the
home. She also said that all of their leak issues have been resolved
since they recently had a new roof installed on the home. Nothing has
leaked since and she is happy.
We are not sure
where the communication breakdown is occurring but we assure the Revdex.com, and the
[redacted], that [redacted] is installed on their home, per the agreement.
Therefore, based
on our last inspection of the property and conversation with Mrs. [redacted] this
morning, all issues have been resolved.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I accept the December 15th date for installation but the cancellation policy was not discussed.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Dear [redacted], We acknowledge the concerns of the homeowner and to date have made continual efforts and accommodations to resolve the issues as described in detail below. Despite our efforts, we have been unable to achieve resolution because the homeowner had left...
town in December and they have informed us that they will not be returning to their home until Spring. Consequently, this delay has curtailed our ability to complete the job in accordance with the contract and has cost the company financially. Further complicating matters, family members of the homeowner have got involved in this process that the company has no legal authority to deal with. The same person has contacted us repeatedly representing herself both as a practicing attorney, and also as a relative of the homeowner. Some of the information she has put forth is inaccurate which leads to further difficulty in responding to this complaint as, in order to respond, we would have to respond to mis-information presented by this third party. An example of this, is the claim by the third party to the Revdex.com that “as stated in their Revdex.com Complaint, they believed that they were ordering actual replacement windows – not inserts – that would be dual color frames (cream outside/white inside), awning type.” The windows the [redacted] ordered and received are in fact replacement windows. In addition, we have already acknowledged an issue with the color and offered the [redacted] resolution by installing the canvass (cream) exterior/white interior windows as they ordered. The statement by the third party is inaccurate and ignorant of the facts in this matter. The statements do not assist in the resolution in this matter, they only add confusion. In addition, in their complaint to the Revdex.com the homeowner has overstated the Purchase Price by $4,935 as compared to the contract. A copy is provided in the attached document. With this said, it is the intention of the company to address these issues and work through this matter until the project is completed. Given the current set of circumstances described above, and the frequency of these complaints to the Revdex.com, the company is requesting the following in order to resolve the issues: 1) That we deal directly with the homeowners who we have a legal signed agreement with, and;2) That we meet with the homeowner in the next 1-2 weeks to achieve resolution. We feel this is reasonable considering the urgency the [redacted] have placed around this matter over the past 30 days, it would not make sense to delay resolution until spring.Below is the set of facts surrounding the contract and installation of the [redacted]’s windows.On October 16th 2015 [redacted] and [redacted] contracted with us to install 15 windows per the enclosed agreement. The Office Administrator contacted them and communicated the Technical Measure would be set for October 22nd. The Technical Measure was completed on October 22nd at 2pm. At the time of technical measure our Branch installation manager reviewed the contract and what to expect on installation day. On October 30th the Project Manager scheduled with Mr. [redacted] an installation date of November 24th, 25th, 26th. On November 24th part way through the installation of one awning window, we discovered that an error in the color was made and the windows were shipped white on white instead of white on canvas. The crew stopped working and the homeowner was informed of the error and let them know we would re-order the windows as stated in the contract and the office would call to set up a new installation date. The Project Manager called the [redacted] on the same day to follow up and informed them of our intention to resolve this issue immediately. The Project Manager then added the following notes in our CRM system:The windows were ordered as White on white, but the contract states Canvas exterior and white interior. I spoke with the homeowner and she said they are leaving for the winter soon and won't be ready to schedule until the end of April 2015. Informed [redacted] (Branch Installation Manager) and he will follow up. On November 25th the Branch Install Manager went to the home to review the situation. At that time he offered to the homeowner two options: to either keep the existing windows in white and we would color match the exterior coil to better match the different shades of cream on the exterior or, reorder the windows in canvas as per the contract. At that time the homeowner understood these two options and requested additional time to think over their decision. In the interest of homeowner satisfaction we agreed. The issue of sizing was then brought up and the Branch Installation manager explained that the windows are replacement windows and other then the color issue they are exactly as specified on the contract. He reviewed the previously signed “No Surprise Checklist” (attached) which documented the known glass loss due to the retrofit installation. The windows they had currently in their home were new construction windows installed many years ago and cannot be matched exactly. We explained this multiple times from sale, to technical measure, to installation. The Branch Installation Manager then reminded the homeowner that the install team halted installation and the windows are unfinished and due to being a small awning would appear smaller. The Branch Installation Manager asked the homeowner if he could complete the installation of the trim for one window allowing them to see how the finished install would appear. The homeowner refused this request. The homeowner then asked for time to think about the trim and color and informed the Branch installation manager they would call us back shortly. On December 1st, after not hearing from the homeowner, the Project Manager called to get their decision on whether we were going to set up an installation with the existing white windows or we would order the canvas and white. At that time the homeowner said they would not do anything and said they will be in contact with their attorney. The Project Manager forwarded the information to the Branch Install Manager. On December 3rd the Branch Install Manager and the Sales Consultant called to set up a time to come out and resolve any issues. The homeowner again denied our request. The homeowner told them that they would be contacting their niece and would not proceed with any other meetings or communications. We were not satisfied with this resolution as it was our intent to resolve this right away and complete their project per the agreement. Although the incorrect color windows arrived at the homeowner’s home, the company was ready, willing and able to install windows matching the color described on the contract. However in an attempt to preserve our relationship with the homeowner, we agreed to their terms, and moved them to “on hold” status expecting to resume in April as indicated in previous communications. We received the Revdex.com notice on Jan 16th and attempted to contact homeowner but with no response. We sent communications to the Revdex.com and received new contact number for homeowner.The Company Installation Manager attempted contact with homeowner at new number on February 3rd and 4th and was finally able to discuss the situation with both homeowners on the phone. The Company Installation Manager reviewed the contract information and listened to their requests. At that time both parties agreed the best situation was for the Company Installation Manager to personally visit the home and see if there was anything that could be done to either make them comfortable with the completion of the installation or discuss how to proceed. The homeowner stated that they are in Florida and would attempt to have their son make the home available in the upcoming weeks. The Company Installation Manager agreed to visit the home to review the project and requested two dates and times so that schedules could be arranged. A message was left that the next following day which was Saturday would be available. But due to the short notice, the Company Installation Manager was not able to accommodate the date and asked again for two possible dates or to have the Son contact the Company Installation Manager directly. The Company Installation Manager subsequently left two messages with the direct cell number of the homeowner which were not returned. As for the claims made by [redacted] in this complaint, who was not present or listed on the contract in any way, they are without accuracy and a clear attempt to disregard the Custom Remodeling Agreement. We have responded to the homeowner diligently and without exception throughout this process. There was no misrepresentation during the sales process; the homeowner was shown a full size sample along with a product catalogue. They both agreed in writing that had seen the full sized window sample and brochures/photos of the products they are buying. They also indicated in writing that they understood how the window would be installed (retrofit vs. full frame), how it would look and that the windows will have a smaller visible glass size. Attached, see the “No Surprises Checklist” signed by both [redacted] and [redacted] which directly supports these statements. There is no such literature or claim that the reduction in glass would be 1’ or less. The contract specifically states that there will be glass loss. In addition, the homeowner’s statement that they were overcharged is without merit. Attached is a copy of the contract along with a breakout of the charges showing exactly where the numbers are represented on the contract and how they total. To resolve this matter, we are willing to do any of the following to provide the best possible solution for our homeowner:• We are willing to grant them an additional discount of 10% if they choose to continue the install in white and we will provide the clad color match and additional exterior work at no additional cost to combine the different colors existing on the exterior.• We are ready, able, and willing to fulfill the contract as written. We will install the proper color as stated on the contract and set a date for installation at the homeowner’s convenience.• We request a meeting with the homeowners at the property in the next 1-2 weeks and review concerns to evaluate the best resolution moving forward. In summary, we believe we gone above and beyond to address the [redacted]’s issues and accommodate their scheduling, even to the point that we have suffered financial loss. We have maintained highly detailed records every step of the way and are confident that we have done everything reasonable to proactively resolve the issue to the homeowners’ benefit, address the homeowners’ concerns and offer satisfactory resolutions.We look forward to hearing from you and achieving a positive resolution in this matter.
We entered into a contractual agreement with [redacted] on June 13th 2017. There seems to be some miscommunication as to the actual start date of the project but we were and are ready and able to fulfill the contract as written. We will cancel the contract and return the deposit in the...
interest of customer service
We entered into a contractual agreement with [redacted] on July 13th 2017. There seems to be some miscommunication as to the actual start date of the project but we were and are ready and able to fulfill the contract as written. We have cancelled the contract and are returning the deposit in...
the interest of customer service.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We have spoken with the customer and have verbally agreed upon a resolution. The customer has agreed to update the Revdex.com once the matter is closed.
The situation of Gorell going out
of business during the recession is a difficult one, over which we have no
control. Since this happened, many people have been hurt including those
who purchased Gorell products as well as long time employees who lost their
jobs and livelihoods. We were advised by council that Softlite conducted
this transaction in a legal manner that allows protection from warranty
claims. As such, we calculate that this incident has cost us tens of
thousands of dollars in service and much anxiety over the past years.
Even so, we have continued to provide service at no charge for affected customers
and will do so for Mr. **, if he chooses. Regarding the installation
concern, our records indicate that the installation was inspected and
satisfactorily accepted by Mr. ** upon completion in 2005. Our records
also indicate that there have been no service requests or concerns raised by
Mr. ** regarding the installation over the past 10 years.