Ms. [redacted]’s complaint states that she was not informed of the cancellation policy at the time of sale. Ms. [redacted] also states that the 3 day policy was hidden in the fine print and she was not informed. In response, please see the attached agreement: • At the bottom of the agreement,...
directly above Ms. [redacted]’s signature in bold font is acknowledgement that Ms. [redacted] was orally informed of her right to cancel the transaction. • Also, in this same area in bold font is acknowledgement that Ms. [redacted] had read the full agreement and had received 2 copies of the accompanying notice of cancellation form. • In addition, directly below Ms. [redacted]’s signature in standalone bold font is another notice that Ms. [redacted] may cancel the transaction at any time within 3 business days of the transaction date. Ms. [redacted]’s complaint was based on the reasoning that the job would not be installed until January. In order to resolve this matter, we have contacted Ms. [redacted] and offered to complete the installation on December 15, 2015 satisfying her concern.
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 11/03/2015. We go to great lengths to communicate the terms of our agreements with our customers which is why, in addition to explaining our agreements, we put them in writing. As a result, we complete over 1500 jobs per year without issue. Please see the attached agreement between Ms. [redacted] and our company dated 9/18/2015. The agreement clearly shows the Total Investment amount and below it, the required deposit of $873, which Ms. [redacted] is indicating she did not authorize. Ms. [redacted] accepted the agreement by signing her name in two places at the bottom of the agreement. In an effort to make a point that we did in fact review the agreement with her thoroughly, please see the agreement where Ms. [redacted] initialed her name in 3 additional portions of the agreement. Based on the above, the clarity of the agreement and Ms. [redacted]’s multiple signatures indicating her acceptance we believe we have been very up front about the deposit amount and all of the terms of our agreement with Ms. [redacted]. Thank you
I am sending this in response to your notification received October 1, 2014 regarding the above file number. We
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...
The date of meeting with customer was actually done on Sept 2, 2016 not Sept 10. That is why the customer responded the way she did. But we have met with customer have ordered the required parts and this issues has been addressed. This correspondence can now be closed. Thank you
TO:
Revdex.com
Re:
Complaint ID: [redacted]; Customer: [redacted]
We acknowledge the customer’s concerns and have taken continual steps to
resolve the issue the customer reported. Despite multiple visits to the
customer’s home, we have been unable to re-create the issue...
which has made it
difficult to diagnose and correct. Multiple installation teams and a
manager have inspected the system and everything appears to be installed
correctly. There is nothing apparent on the gutter system that would
indicate a leak.
Regarding the customer’s claim that the window is leaking, we did not
install this customer’s window so we can not speak to the quality of the
installation.
Although we believe there is nothing wrong with the existing gutter and
installation, we would like to help this customer resolve this. In the
interest of customer satisfaction, we will offer to remove the existing section
of gutter and re-install the gutter in that area at no additional charge to the
customer.
We have spoken with the customer and have verbally agreed upon a resolution. The customer has agreed to update the Revdex.com that the matter is closed.
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. I am attaching a detailed response to the business' reply.
Regards,
[redacted]Huff N Puff misstates the case in several ways. To begin with, their response is not a response to our original request for reimbursement of our deposit. The real crux of the problem is, despite their self-serving statements to the contrary, we were never shown anything that resembled the Renewal by [redacted] window installed in our master bedroom. There are three other windows in that bedroom that are “new construction” style awning windows. These three windows are on one side of the bedroom and this Huff N Puff insert replacement window is on the other side, the outer wall. This insert window is completely inconsistent with the other three windows in the room – something any reasonable salesman would have pointed out at the point of sale. We thought we were ordering [redacted] windows similar to the ones we already have. Relative to window size, “The No Surprises Checklist” No. 1 on the list states, “Buyer has seen full-sized window samples and brochures of the product they are buying.” Mr. [redacted] knew that we did not see any such samples. He deliberately and purposefully misled us by telling Mrs. [redacted] “[I]t’s not necessary. It’s just something for the office” when she wanted to read the list. It is important to note that all of the items on the checklist already had a checkmark before them and we now see that we were cleverly steered away from examining it. These are deceptive and misleading sales tactics. We did not see anything that looked like the window that was installed. In fact if we had seen a window sample we never would have ordered the Renewal by [redacted] windows. Regarding the statement made by Huff N Puff to the Revdex.com, it is simply not the case that Renewal by [redacted]/Huff N Puff has been unable to resolve the problem because we left [redacted] to go to Florida. We left the problem in the hands of our niece, [redacted] and our son, [redacted]. It is important to note that when our niece sent a letter to Huff N Puff’s [redacted], Huff N Puff never responded to her. It was only when the Revdex.com became involved that the company opted to respond. Of course family members got involved in this matter. Mrs. [redacted] and Mr. [redacted] are 87 and 88 years old, respectively. It was our mistake to not have involved family members at the outset. Any rational person examining the contracts would have to say the arithmetic just doesn’t make sense. We will be happy to deal with Renewal by [redacted]/Huff N Puff personally when we return (end of March 2015) to [redacted] NY – provided of course that we have our niece and/or son at any such meeting. This does not seem to be an outlandish request given our advanced age. The options offered by the Branch Manager on Nov. 24, 2014 are not acceptable. It is a misrepresentation to say that every effort was made to contact us. Mr. [redacted] received no cell phone or e-mail messages from Huff N Puff. Only when the Revdex.com became involved did the company make contact with us in Florida. And it is a statement without merit that this company has suffered financial loss in this transaction. They are holding $10,000 of our money as a deposit for windows that are inconsistent to our home, and much smaller than represented by the salesman. We are prepared to sit down with Renewal by [redacted]/Huff N Puff and discuss an amicable solution. Given their long delay in responding, and given that they have indicated that they strongly prefer to deal with us directly, we believe that the short delay until we return to [redacted] at the end of March is extremely reasonable. In the alternative, we have authorized our son and our niece to handle the matter in our absence if they prefer not to wait. [redacted]. [redacted] Feb 23, 2015
Ms. [redacted]’s complaint states that she was not informed of the cancellation policy at the time of sale. Ms. [redacted] also states that the 3 day policy was hidden in the fine print and she was not informed. In response, please see the attached agreement: • At the bottom of the agreement,...
directly above Ms. [redacted]’s signature in bold font is acknowledgement that Ms. [redacted] was orally informed of her right to cancel the transaction. • Also, in this same area in bold font is acknowledgement that Ms. [redacted] had read the full agreement and had received 2 copies of the accompanying notice of cancellation form. • In addition, directly below Ms. [redacted]’s signature in standalone bold font is another notice that Ms. [redacted] may cancel the transaction at any time within 3 business days of the transaction date. Ms. [redacted]’s complaint was based on the reasoning that the job would not be installed until January. In order to resolve this matter, we have contacted Ms. [redacted] and offered to complete the installation on December 15, 2015 satisfying her concern.
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 been in contact with the customer and are in the process of working through a resolution.
We received the complaint dated 11/03/2015. We go to great lengths to communicate the terms of our agreements with our customers which is why, in addition to explaining our agreements, we put them in writing. As a result, we complete over 1500 jobs per year without issue. Please see the attached agreement between Ms. [redacted] and our company dated 9/18/2015. The agreement clearly shows the Total Investment amount and below it, the required deposit of $873, which Ms. [redacted] is indicating she did not authorize. Ms. [redacted] accepted the agreement by signing her name in two places at the bottom of the agreement. In an effort to make a point that we did in fact review the agreement with her thoroughly, please see the agreement where Ms. [redacted] initialed her name in 3 additional portions of the agreement. Based on the above, the clarity of the agreement and Ms. [redacted]’s multiple signatures indicating her acceptance we believe we have been very up front about the deposit amount and all of the terms of our agreement with Ms. [redacted]. Thank you
I am sending this in response to your notification received October 1, 2014 regarding the above file number. We
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
The date of meeting with customer was actually done on Sept 2, 2016 not Sept 10. That is why the customer responded the way she did. But we have met with customer have ordered the required parts and this issues has been addressed. This correspondence can now be closed. Thank you
TO:
Revdex.com
Re:
Complaint ID: [redacted]; Customer: [redacted]
We acknowledge the customer’s concerns and have taken continual steps to
resolve the issue the customer reported. Despite multiple visits to the
customer’s home, we have been unable to re-create the issue...
which has made it
difficult to diagnose and correct. Multiple installation teams and a
manager have inspected the system and everything appears to be installed
correctly. There is nothing apparent on the gutter system that would
indicate a leak.
Regarding the customer’s claim that the window is leaking, we did not
install this customer’s window so we can not speak to the quality of the
installation.
Although we believe there is nothing wrong with the existing gutter and
installation, we would like to help this customer resolve this. In the
interest of customer satisfaction, we will offer to remove the existing section
of gutter and re-install the gutter in that area at no additional charge to the
customer.
We have spoken with the customer and have verbally agreed upon a resolution. The customer has agreed to update the Revdex.com that the matter is closed.
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. I am attaching a detailed response to the business' reply.
Regards,
[redacted]Huff N Puff misstates the case in several ways. To begin with, their response is not a response to our original request for reimbursement of our deposit. The real crux of the problem is, despite their self-serving statements to the contrary, we were never shown anything that resembled the Renewal by [redacted] window installed in our master bedroom. There are three other windows in that bedroom that are “new construction” style awning windows. These three windows are on one side of the bedroom and this Huff N Puff insert replacement window is on the other side, the outer wall. This insert window is completely inconsistent with the other three windows in the room – something any reasonable salesman would have pointed out at the point of sale. We thought we were ordering [redacted] windows similar to the ones we already have. Relative to window size, “The No Surprises Checklist” No. 1 on the list states, “Buyer has seen full-sized window samples and brochures of the product they are buying.” Mr. [redacted] knew that we did not see any such samples. He deliberately and purposefully misled us by telling Mrs. [redacted] “[I]t’s not necessary. It’s just something for the office” when she wanted to read the list. It is important to note that all of the items on the checklist already had a checkmark before them and we now see that we were cleverly steered away from examining it. These are deceptive and misleading sales tactics. We did not see anything that looked like the window that was installed. In fact if we had seen a window sample we never would have ordered the Renewal by [redacted] windows. Regarding the statement made by Huff N Puff to the Revdex.com, it is simply not the case that Renewal by [redacted]/Huff N Puff has been unable to resolve the problem because we left [redacted] to go to Florida. We left the problem in the hands of our niece, [redacted] and our son, [redacted]. It is important to note that when our niece sent a letter to Huff N Puff’s [redacted], Huff N Puff never responded to her. It was only when the Revdex.com became involved that the company opted to respond. Of course family members got involved in this matter. Mrs. [redacted] and Mr. [redacted] are 87 and 88 years old, respectively. It was our mistake to not have involved family members at the outset. Any rational person examining the contracts would have to say the arithmetic just doesn’t make sense. We will be happy to deal with Renewal by [redacted]/Huff N Puff personally when we return (end of March 2015) to [redacted] NY – provided of course that we have our niece and/or son at any such meeting. This does not seem to be an outlandish request given our advanced age. The options offered by the Branch Manager on Nov. 24, 2014 are not acceptable. It is a misrepresentation to say that every effort was made to contact us. Mr. [redacted] received no cell phone or e-mail messages from Huff N Puff. Only when the Revdex.com became involved did the company make contact with us in Florida. And it is a statement without merit that this company has suffered financial loss in this transaction. They are holding $10,000 of our money as a deposit for windows that are inconsistent to our home, and much smaller than represented by the salesman. We are prepared to sit down with Renewal by [redacted]/Huff N Puff and discuss an amicable solution. Given their long delay in responding, and given that they have indicated that they strongly prefer to deal with us directly, we believe that the short delay until we return to [redacted] at the end of March is extremely reasonable. In the alternative, we have authorized our son and our niece to handle the matter in our absence if they prefer not to wait. [redacted]. [redacted] Feb 23, 2015