DM25 Construction Inc.

This was a service issue that the manufacturer (Polaris) was informed of and all proper information about the replacement of the sash in regards to the cracked glass was submitted. Dave Raymond our office manager who scheduled the service, no longer works here at Factory Direct. This may have been...

frustrating for the customer when his call was not returned. I return all call and messages, however I understand how sometimes voicemails can get lost or missed calls can go unnoticed.   I  am attaching the series of emails showing that the issue was submitted and that we followed up today to make sure the sash is replaced for Mr. Sheidler.   Date of repair/replacement  is set for 9/13/16 at 9:30 a.m.   I will also make sure to follow up with Mr. Sheidler myself to make sure everything goes smoothly.   It doesn't seem to be a service issue here, other than it has taken the manufacturer a little extra time to take care of the cracked sash. In some cases the manufacturer can take up to 8 weeks for service, due to their workload.   Thank you for notifying us of this matter. Best regards,   Nathan Brown General Manager

We set this customer up for service with the manufacturer, Polaris to have service completed after we received a call from the customer in January. We never heard anything from this customer after the service tech came out and completed service on the patio door in February. We are always happy to...

fix or take care of any issues that a customer brings to our attention or the service tech. We have also checked our records and haven't received any phone calls or messages from this customer snice service was completed. We are more than happy to contact this customer and set up a time to address any concerns and complete any repairs needed as always. Please Note: We service over 1,500 customers a year and we always respond and repair all customers request when contacted at 317-228-3300.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]I did contact the company 3 times thru the my salesman and he said he contacted the office and I would receive a call. When I put this complaint in I did get a call from the company and they were prompt to send the installer out to evaluate the problem. I was then told by the installer my sales rep was no longer w the company. Factory Direct has been very good communicating w me about what the process will be for the repairs needed. It so far is being handled very timely. 
Regards,
[redacted]