Facility Dynamics Engineering

First I want to start off by apologizing for not responding to you soonerThe letter that I received today dated October 14, was the first time I am hearing about this and I wanted to respond immediatelyI was contacted by a *** *** *** sometime the beginning of July because he was
selling his home and wanted an estimate to repair two windowsI made an appointment to meet with him for an estimate on Friday, July I met with him that day and gave him an estimateHe got a deposit to me on Friday, July14, at which time I ordered the glass for the two unitsThe glass for the units was delivered and I reached out to *** *** and set up an appointment for Friday, July 21, to do the installOn July 21st I arrived at the home for the cut on siteUpon opening the widows to rebuild the units I saw that the muttons(grids) were brittle and unusable(this you can generally not tell until the window is opened up)I informed *** *** that I would need to make a template of the muttons and order two completely new units(at no additional charge)The units were ordered immediately and when they came in I reached out to *** *** to schedule an install date for the two unitsI called and left him a message to call me back and set up a date for the new installI truthfully cannot remember how many times I tried to reach out to him however, I know I tried at least once and my office also tried at least onceAfter not hearing back from *** *** our office received a call from *** ***the new homeowner) who set up an appointment to meet with me on Friday, August 18, because he was considering replacing a(1) broken window in this new homeAt that time ** *** was unaware that I was already called by the previous homeowner to fix one condensated window and one broken window in the homeWhen I initially arrived at the home that day no one was there and I waited approximately minutes for a women(I assume *** ***) to arrive*** *** then showed me a window that was broke that they wanted fixedI then explained to her that I had been hired by the previous homeowner to fix other(completely separate) windows in the homeI told her that I had the two windows in stock already and that as a courtesy I would deduct the previous homeowners deposit and just charge them the balance on those two windows and the cost of the new windowI left the estimate and *** *** then called on August 23, and gave me a credit card deposit of 50% of what the BALANCE was on the billI immediately ordered the glass and once it was received I scheduled for an install on September 15, Early on the morning of September 15, I received a call that I would be getting a large glass delivery and that I had to be there(at my warehouse) to accept because they would need help unloadingUnfortunately this does happen from time to time and I have no choice but to be there to accept such a deliveryWhen I found this out I immediately called *** *** *** *** did not answer his phone so I left a voice message explaining the situation and that we would have to move his appointment or re-schedule*** *** called me at some point that morning(I am honestly not sure exactly what time) but I could not answer because we were in the middle of unloading the deliveryThrough texts then I asked *** *** if Saturday Sept 23, would work for him*** *** said that Friday the 22nd would be better for him because Saturdays are busy with his childrenI texted him back and told *** *** that Friday was not good for me because I already had a job on the schedule and asked him if Thursdayor Monday would work? There was no response after thatThe next time I heard from *** *** was through text/email that he was requesting his deposit along with the previous homeowners deposit backBy the time I saw the text/e mail he was already disputing the charges of HIS which has already been taken out of my account and credited back to himTherefore *** *** has received 100% of HIS money back and I am stuck with windowsI have the windows and would be more then happy to schedule the installation of these windows when it is convenient for the homeownerIf you have any questions at all please feel free to call me anytime on my cell at *** Thank you!

[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 *** and find that this resolution is satisfactory to me
Regards,
*** ***

This letter is the first time we are hearing about thisSomething similar happened a few weeks agoPlease verify the e mail address you have on file for our companyI do not want you to think we are ignoring this and would be more then happy to explain what happened with this customerI will
first start off by saying that there job is complete and I have been paid in fullEven though it has all been resolved I still feel the need to explain what happened with this customerSo yes *** *** *** *** were correctI went out on 9/15/took a measurement and collected the deposit on their job of $154.97(50%)When I I take a deposit on a job I never put anyone on the calendar and always tell all customers it will take APPROXIMATELY weeks for the glass to come in especially tempered glass(which was the case here) Once the glass is delivered I will reach out to the customer to schedule the installHowever, *** *** wanted to be put on the schedule anyway even though it is not something I do because the is no way of knowing the exact date of deliveryI put him on for the 29th of September and told him that there was no guarantee I would have the glass by thenThe morning of the 29th I got on the phone with our glass supplier as soon as they opened and they told me that the order was not ready and it looked like I would be getting the delivery the morning of 10/2/My appointment with the *** was at 3:00pm on the 29thAfter speaking with my glass supplier I called up and SPOKE to *** *** *** and told him that the glass was not ready but I would like to schedule the install for Monday, October @ 3:00pm(this would give me ample time in the morning to receive the delivery)On 10/2/I received the glass delivery in the morning and went at 3:00pmfor the installUpon installing the window I saw it was approximately 1/8" to wideI spoke to *** *** and I explained this to him and that unfortunately because it was a tempered piece it would take approxanother weeksI told him I would try to speak to the supplier, since it was there fault, and see what they could do to rush it and get it ASAP for themI NEVER told *** ** *** *** that I would have the materials "delivered & installed the next day"That is a complete lie and would be impossible since my supplier has to order out the tempered themselves, it would never, ever happenWe never had an appointment on the calendar with the *** on 10/6/The glass did come in and was finally installed on 10/17/As a courtesy I did give *** * *** *** a $credit for their inconvenience of having to wait an additional weeks for the install and I was paid in full upon completion of the jobIf you have any further questions or would like to speak to me please feel free to give me a call anytime on my cell @ *** Warm Regards, Anthony Z***