[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:
The owner of this company took pictures of our home and posted every picture on their FB account? These pictures included rotting wood from our garage, back wall area and other areas that do not pertain to the leaking area? They did not request permission to take the pictures and did not request permission to post them on a public social media network for others to view? ? We have had two siding companies out to inspect and we are replacing all siding- however, it was confirmed, due to water lines that remained after the leak event, that the lead did come from the window? Superior caulked around the window when they came two days after the leaking event- we have had several heavy rains since that caulking repair and have had no leaks in our home? The leak was due to their windows- not do to rotted siding? ? We do not appreciate the way they posted pictures of our home on FB? We simply want repairs made? That is all we have ever wanted and all that we are asking.? Kimberly ***
?
Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint?
There have been a distortion of the facts as presented by Katherine *** on what transpiredTheir sales representative Kelly did NOT need to write up the contract (which I have a copy of) that has windows at the price that was agreed uponIf Katherine and Dale are not happy with the price of the agreement, they should have stated so instead of painting such a distorted picture of what took placeIf it makes Katherine and Dale feel better of the reason to reject a legal agreement with this concocted story and time line then let there be it as this would not be going anywhereThis is settled and closed?
Regards,
?
Our
representative, Kelly, met with Mr*** on 1/who signed a work
order for windows in his home.?
Mr*** had previously had some of the windows in his home replaced by
another company and advised Kelly he was interested in pricing for the
remaining windows.? Kelly priced Mr***
for the windows he was shown and when the work order was being written
for
twenty windows, Mr*** informed Kelly that five windows needed to be
added.? When the work order was being completed,
Mr*** wanted all the windows done for $10,500.? Mr*** also noted
on his deposit check that
he was having all twenty five windows replaced.?
When the work order and deposit check were turned into the company and
reviewed, Mr*** was notified that the work order, as written, could
not be
accepted and that we would not be depositing his down payment check.? We
offered to place the work order on hold
for an installer to re-count and re-measure the windows but Mr***
expressed
that he wouldn’t accept any changes to the original work order.? I
understand Mr*** is unhappy with our decision;
however, he was notified in a timely manner about the situation and his
check
was never deposited.? Mr*** can check with his banking institution
and verify that now, eleven days after the work order was written, his
check was never deposited? At this time there
is no further action that is required as the work order was declined and
Mr
***’s deposit check was destroyed.Katherine ***
Mr. [redacted],
We received your complaint submitted to the Revdex.com. At no time has Superior Window Company been
unresponsive or unwilling to complete your window project. As with any home construction project
unintentional damages may occur or unforeseen issues can arise and we work...
to
resolve those issues as we’re informed of them.
While we can approximate the anticipated length of a project, we cannot
guarantee your project being completed in one day since every installation
project is unique. We started the installation on Friday, 7/17 and the
completion certificate for which you signed indicated that the project was
completed that same day and you were satisfied with the workmanship. It wasn’t until Monday morning 7/20 that we
were notified, by your wife, that some issues were discovered with the
installation. We regret that issues were
encountered. We scheduled for Dale to meet you at your home the evening of Tuesday,
7/21 to identify your concerns and note what needed to be addressed to finalize
the installation. He identified items
that both Superior Window Company and the manufacturer needed to address so
that your project could be completed with satisfaction. We scheduled and sent out our installers on
Wednesday, 7/22 to address the concerns with caulking, wood, and drywall which
your wife signed off on as completed on 7/22.
We then notified the manufacturer of the need to remake glass for three
windows with scratches as well as your dissatisfaction with the finished
surfaces of the vinyl lift rails. We followed
up on Wednesday, 7/23 with an email, to your wife, inquiring about her satisfaction
with work completed by our installers as well as an update that the
manufacturer would be contacting her regarding the service for the glass
replacement. We were never made aware
that there were any outstanding service concerns that needed to be addressed by
Superior Window Company. Since being
notified of your concerns on 7/20, we’ve been in contact with your wife and the
manufacturer to ensure that the entire project would be completed
satisfactorily.
While Superior Window Company is responsible for the
installation services, the manufacturer is responsible for warrantying any
product issues. The issues with the
scratched glass and rough vinyl surfaces were items that needed to be addressed
by the product manufacturer. We
apologize that it has taken several weeks for this to occur but new glass had
to be made which required production time from the manufacturer. We understand your frustration and are aware
that the initial service date that was scheduled by the manufacturer for 8/13 had
to be cancelled since the large glass unit for above the door was flawed and note your dissatisfaction with the manufacturer only giving you one day notice of the cancellation. The manufacturer offered to replace the
smaller two glass units and address the issues with the rough vinyl surfaces on
8/13 but it was preferred that all work be completed at the same time as you requested. We were advised that the manufacturer rescheduled
the service for Wednesday, 8/26 and Dale went to your home to check on the
progress. Dale met with the manufacturer’s
installers and your wife and noted that the installers would be able to
complete all the service work with the exception of replacing the large glass
unit above the door. Unfortunately, the scaffolding
that the manufacturer uses for two story installations was not suitable for setting
up in the entryway of your home. To
avoid risk of breakage and any damages we requested that the manufacturer
remake the glass unit in a frame that could be more easily hoisted into
place. Dale explained this to your wife
and advised her that we would be back in contact as soon as the manufacturer
could provide us with a production date for the new framed window. Unfortunately, we were not made aware of your
dissatisfaction with communicating with the manufacturer or the installation
scheduling until we received this complaint.
We would have been more than willing to work with the manufacturer, on
your behalf, with the schedule if it was not convenient for you.
At this time, the manufacturer is having a glass unit made
in a frame and once we have received the window and inspect it; we will contact
you to schedule the installation. The
manufacturer has been notified that Superior Window Company will be the primary
contact going forward and we will communicate directly with you on the
installation. On Wednesday, 8/26 we
tried several times to reach you, by phone, and left messages but haven’t received
a call back as of yet regarding the outstanding service issues you’ve mentioned
in this complaint. Please contact us
back to advise what is remaining to complete your installation other than
replacement of the large window above the front door so we can be
prepared. You can reach me directly at
281-440-[redacted] or by email at kb[redacted]@superiorwindowcompany.com
Thank You,
Katherine B[redacted]
Mr. [redacted],We've received the window from the manufacturer and have re-inspected it to make sure it is free of scratches and defects. At this point we're trying to confirm an installation date that is acceptable to your schedule but haven't heard back from you on this matter. We have reserved Saturday, 9/12 for completion of the installation if that will work for your schedule? Our intention has always been to complete the installation and fulfill our obligations under the contract. At no time have we rejected to complete the installation or repair damages. We've followed up with your wife during this process via email and phone and even met with her the morning of 8/26 during the manufacturer's installation to make sure everything was being handled to her satisfaction. At no time did she mention that she was dissatisfied with the work completed thus far, nor did she mention any outstanding issues. We cannot address your concerns or replace the window if we do not hear back from you. I'm requesting that you contact me directly at 281-440-[redacted] or by email at kb[redacted]@superiorwindowcompany.com to set up an installation date and discuss the outstanding issues so we may bring your installation to a conclusion. Thank You,Katherine B[redacted]
Ping **,We can have a technician come out to your home on Friday 7/24 between 12pm and 2pm along with the owner to verify if there's an issue with the operation of your windows. Please confirm your availability. Thank You,Kathy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
There have been a distortion of the facts as presented by Katherine [redacted] on what transpired. Their sales representative Kelly did NOT need to write up the contract (which I have a copy of) that has 25 windows at the price that was agreed upon. If Katherine and Dale are not happy with the price of the agreement, they should have stated so instead of painting such a distorted picture of what took place. If it makes Katherine and Dale feel better of the reason to reject a legal agreement with this concocted story and time line then let there be it as this would not be going anywhere. This is settled and closed
Regards,
Our
representative, Kelly, met with Mr. [redacted] on 1/30 who signed a work
order for windows in his home.
Mr. [redacted] had previously had some of the windows in his home replaced by
another company and advised Kelly he was interested in pricing for the
remaining windows. Kelly priced Mr. [redacted]
for the windows he was shown and when the work order was being written
for
twenty windows, Mr. [redacted] informed Kelly that five windows needed to be
added. When the work order was being completed,
Mr. [redacted] wanted all the windows done for $10,500. Mr. [redacted] also noted
on his deposit check that
he was having all twenty five windows replaced.
When the work order and deposit check were turned into the company and
reviewed, Mr. [redacted] was notified that the work order, as written, could
not be
accepted and that we would not be depositing his down payment check. We
offered to place the work order on hold
for an installer to re-count and re-measure the windows but Mr. [redacted]
expressed
that he wouldn’t accept any changes to the original work order. I
understand Mr. [redacted] is unhappy with our decision;
however, he was notified in a timely manner about the situation and his
check
was never deposited. Mr. [redacted] can check with his banking institution
and verify that now, eleven days after the work order was written, his
check was never deposited. At this time there
is no further action that is required as the work order was declined and
Mr.
[redacted]’s deposit check was destroyed.Katherine [redacted]
Our representative, Kelly, met with Mr. [redacted] on 1/30 who signed a work order for windows in his home.
Mr. [redacted] had previously had some of the windows in his home replaced by
another company and advised Kelly he was interested in pricing for the
remaining windows. Kelly priced Mr....
[redacted]
for the windows he was shown and when the work order was being written for
twenty windows, Mr. [redacted] informed Kelly that five windows needed to be
added. When the work order was being completed,
Mr. [redacted] wanted all the windows done for $10,500. Mr. [redacted] also noted on his deposit check that
he was having all twenty five windows replaced.
When the work order and deposit check were turned into the company and
reviewed, Mr. [redacted] was notified that the work order, as written, could not be
accepted and that we would not be depositing his down payment check. We offered to place the work order on hold
for an installer to re-count and re-measure the windows but Mr. [redacted] expressed
that he wouldn’t accept any changes to the original work order. I understand Mr. [redacted] is unhappy with our decision;
however, he was notified in a timely manner about the situation and his check
was never deposited. Mr. [redacted] can check with his banking institution and verify that now, eleven days after the work order was written, his check was never deposited. At this time there
is no further action that is required as the work order was declined and Mr.
[redacted]’s deposit check was destroyed.Katherine [redacted]
Our response was based on the information provided by the representative that met with Mr. [redacted]. The fact is that both the customer and the business have a period of time that allows for further review of the work order before it becomes a legal contract. The customer has three business days to notify the business of their intent to cancel and the business owner must review and sign their approval to each work order. This review process allowed us to determine that the work order was under priced for the described work and notification was given to the customer. Just as the customer stated, we consider this matter closed seeing as the work order was rejected and the customer's check was never deposited. Katherine [redacted]
[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:
The owner of this company took pictures of our home and posted every picture on their FB account. These pictures included rotting wood from our garage, back wall area and other areas that do not pertain to the leaking area. They did not request permission to take the pictures and did not request permission to post them on a public social media network for others to view. We have had two siding companies out to inspect and we are replacing all siding- however, it was confirmed, due to water lines that remained after the leak event, that the lead did come from the window. Superior caulked around the window when they came two days after the leaking event- we have had several heavy rains since that caulking repair and have had no leaks in our home. The leak was due to their windows- not do to rotted siding. We do not appreciate the way they posted pictures of our home on FB. We simply want repairs made. That is all we have ever wanted and all that we are asking. Kimberly [redacted]
[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:
The owner of this company took pictures of our home and posted every picture on their FB account? These pictures included rotting wood from our garage, back wall area and other areas that do not pertain to the leaking area? They did not request permission to take the pictures and did not request permission to post them on a public social media network for others to view? ? We have had two siding companies out to inspect and we are replacing all siding- however, it was confirmed, due to water lines that remained after the leak event, that the lead did come from the window? Superior caulked around the window when they came two days after the leaking event- we have had several heavy rains since that caulking repair and have had no leaks in our home? The leak was due to their windows- not do to rotted siding? ? We do not appreciate the way they posted pictures of our home on FB? We simply want repairs made? That is all we have ever wanted and all that we are asking.? Kimberly ***
?
Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint?
There have been a distortion of the facts as presented by Katherine *** on what transpiredTheir sales representative Kelly did NOT need to write up the contract (which I have a copy of) that has windows at the price that was agreed uponIf Katherine and Dale are not happy with the price of the agreement, they should have stated so instead of painting such a distorted picture of what took placeIf it makes Katherine and Dale feel better of the reason to reject a legal agreement with this concocted story and time line then let there be it as this would not be going anywhereThis is settled and closed?
Regards,
?
Our
representative, Kelly, met with Mr*** on 1/who signed a work
order for windows in his home.?
Mr*** had previously had some of the windows in his home replaced by
another company and advised Kelly he was interested in pricing for the
remaining windows.? Kelly priced Mr***
for the windows he was shown and when the work order was being written
for
twenty windows, Mr*** informed Kelly that five windows needed to be
added.? When the work order was being completed,
Mr*** wanted all the windows done for $10,500.? Mr*** also noted
on his deposit check that
he was having all twenty five windows replaced.?
When the work order and deposit check were turned into the company and
reviewed, Mr*** was notified that the work order, as written, could
not be
accepted and that we would not be depositing his down payment check.? We
offered to place the work order on hold
for an installer to re-count and re-measure the windows but Mr***
expressed
that he wouldn’t accept any changes to the original work order.? I
understand Mr*** is unhappy with our decision;
however, he was notified in a timely manner about the situation and his
check
was never deposited.? Mr*** can check with his banking institution
and verify that now, eleven days after the work order was written, his
check was never deposited? At this time there
is no further action that is required as the work order was declined and
Mr
***’s deposit check was destroyed.Katherine ***
Mr. [redacted],
We received your complaint submitted to the Revdex.com. At no time has Superior Window Company been
unresponsive or unwilling to complete your window project. As with any home construction project
unintentional damages may occur or unforeseen issues can arise and we work...
to
resolve those issues as we’re informed of them.
While we can approximate the anticipated length of a project, we cannot
guarantee your project being completed in one day since every installation
project is unique. We started the installation on Friday, 7/17 and the
completion certificate for which you signed indicated that the project was
completed that same day and you were satisfied with the workmanship. It wasn’t until Monday morning 7/20 that we
were notified, by your wife, that some issues were discovered with the
installation. We regret that issues were
encountered. We scheduled for Dale to meet you at your home the evening of Tuesday,
7/21 to identify your concerns and note what needed to be addressed to finalize
the installation. He identified items
that both Superior Window Company and the manufacturer needed to address so
that your project could be completed with satisfaction. We scheduled and sent out our installers on
Wednesday, 7/22 to address the concerns with caulking, wood, and drywall which
your wife signed off on as completed on 7/22.
We then notified the manufacturer of the need to remake glass for three
windows with scratches as well as your dissatisfaction with the finished
surfaces of the vinyl lift rails. We followed
up on Wednesday, 7/23 with an email, to your wife, inquiring about her satisfaction
with work completed by our installers as well as an update that the
manufacturer would be contacting her regarding the service for the glass
replacement. We were never made aware
that there were any outstanding service concerns that needed to be addressed by
Superior Window Company. Since being
notified of your concerns on 7/20, we’ve been in contact with your wife and the
manufacturer to ensure that the entire project would be completed
satisfactorily.
While Superior Window Company is responsible for the
installation services, the manufacturer is responsible for warrantying any
product issues. The issues with the
scratched glass and rough vinyl surfaces were items that needed to be addressed
by the product manufacturer. We
apologize that it has taken several weeks for this to occur but new glass had
to be made which required production time from the manufacturer. We understand your frustration and are aware
that the initial service date that was scheduled by the manufacturer for 8/13 had
to be cancelled since the large glass unit for above the door was flawed and note your dissatisfaction with the manufacturer only giving you one day notice of the cancellation. The manufacturer offered to replace the
smaller two glass units and address the issues with the rough vinyl surfaces on
8/13 but it was preferred that all work be completed at the same time as you requested. We were advised that the manufacturer rescheduled
the service for Wednesday, 8/26 and Dale went to your home to check on the
progress. Dale met with the manufacturer’s
installers and your wife and noted that the installers would be able to
complete all the service work with the exception of replacing the large glass
unit above the door. Unfortunately, the scaffolding
that the manufacturer uses for two story installations was not suitable for setting
up in the entryway of your home. To
avoid risk of breakage and any damages we requested that the manufacturer
remake the glass unit in a frame that could be more easily hoisted into
place. Dale explained this to your wife
and advised her that we would be back in contact as soon as the manufacturer
could provide us with a production date for the new framed window. Unfortunately, we were not made aware of your
dissatisfaction with communicating with the manufacturer or the installation
scheduling until we received this complaint.
We would have been more than willing to work with the manufacturer, on
your behalf, with the schedule if it was not convenient for you.
At this time, the manufacturer is having a glass unit made
in a frame and once we have received the window and inspect it; we will contact
you to schedule the installation. The
manufacturer has been notified that Superior Window Company will be the primary
contact going forward and we will communicate directly with you on the
installation. On Wednesday, 8/26 we
tried several times to reach you, by phone, and left messages but haven’t received
a call back as of yet regarding the outstanding service issues you’ve mentioned
in this complaint. Please contact us
back to advise what is remaining to complete your installation other than
replacement of the large window above the front door so we can be
prepared. You can reach me directly at
281-440-[redacted] or by email at kb[redacted]@superiorwindowcompany.com
Thank You,
Katherine B[redacted]
Mr. [redacted],We've received the window from the manufacturer and have re-inspected it to make sure it is free of scratches and defects. At this point we're trying to confirm an installation date that is acceptable to your schedule but haven't heard back from you on this matter. We have reserved Saturday, 9/12 for completion of the installation if that will work for your schedule? Our intention has always been to complete the installation and fulfill our obligations under the contract. At no time have we rejected to complete the installation or repair damages. We've followed up with your wife during this process via email and phone and even met with her the morning of 8/26 during the manufacturer's installation to make sure everything was being handled to her satisfaction. At no time did she mention that she was dissatisfied with the work completed thus far, nor did she mention any outstanding issues. We cannot address your concerns or replace the window if we do not hear back from you. I'm requesting that you contact me directly at 281-440-[redacted] or by email at kb[redacted]@superiorwindowcompany.com to set up an installation date and discuss the outstanding issues so we may bring your installation to a conclusion. Thank You,Katherine B[redacted]
Ping **,We can have a technician come out to your home on Friday 7/24 between 12pm and 2pm along with the owner to verify if there's an issue with the operation of your windows. Please confirm your availability. Thank You,Kathy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
There have been a distortion of the facts as presented by Katherine [redacted] on what transpired. Their sales representative Kelly did NOT need to write up the contract (which I have a copy of) that has 25 windows at the price that was agreed upon. If Katherine and Dale are not happy with the price of the agreement, they should have stated so instead of painting such a distorted picture of what took place. If it makes Katherine and Dale feel better of the reason to reject a legal agreement with this concocted story and time line then let there be it as this would not be going anywhere. This is settled and closed
Regards,
Our
representative, Kelly, met with Mr. [redacted] on 1/30 who signed a work
order for windows in his home.
Mr. [redacted] had previously had some of the windows in his home replaced by
another company and advised Kelly he was interested in pricing for the
remaining windows. Kelly priced Mr. [redacted]
for the windows he was shown and when the work order was being written
for
twenty windows, Mr. [redacted] informed Kelly that five windows needed to be
added. When the work order was being completed,
Mr. [redacted] wanted all the windows done for $10,500. Mr. [redacted] also noted
on his deposit check that
he was having all twenty five windows replaced.
When the work order and deposit check were turned into the company and
reviewed, Mr. [redacted] was notified that the work order, as written, could
not be
accepted and that we would not be depositing his down payment check. We
offered to place the work order on hold
for an installer to re-count and re-measure the windows but Mr. [redacted]
expressed
that he wouldn’t accept any changes to the original work order. I
understand Mr. [redacted] is unhappy with our decision;
however, he was notified in a timely manner about the situation and his
check
was never deposited. Mr. [redacted] can check with his banking institution
and verify that now, eleven days after the work order was written, his
check was never deposited. At this time there
is no further action that is required as the work order was declined and
Mr.
[redacted]’s deposit check was destroyed.Katherine [redacted]
Our representative, Kelly, met with Mr. [redacted] on 1/30 who signed a work order for windows in his home.
Mr. [redacted] had previously had some of the windows in his home replaced by
another company and advised Kelly he was interested in pricing for the
remaining windows. Kelly priced Mr....
[redacted]
for the windows he was shown and when the work order was being written for
twenty windows, Mr. [redacted] informed Kelly that five windows needed to be
added. When the work order was being completed,
Mr. [redacted] wanted all the windows done for $10,500. Mr. [redacted] also noted on his deposit check that
he was having all twenty five windows replaced.
When the work order and deposit check were turned into the company and
reviewed, Mr. [redacted] was notified that the work order, as written, could not be
accepted and that we would not be depositing his down payment check. We offered to place the work order on hold
for an installer to re-count and re-measure the windows but Mr. [redacted] expressed
that he wouldn’t accept any changes to the original work order. I understand Mr. [redacted] is unhappy with our decision;
however, he was notified in a timely manner about the situation and his check
was never deposited. Mr. [redacted] can check with his banking institution and verify that now, eleven days after the work order was written, his check was never deposited. At this time there
is no further action that is required as the work order was declined and Mr.
[redacted]’s deposit check was destroyed.Katherine [redacted]
Our response was based on the information provided by the representative that met with Mr. [redacted]. The fact is that both the customer and the business have a period of time that allows for further review of the work order before it becomes a legal contract. The customer has three business days to notify the business of their intent to cancel and the business owner must review and sign their approval to each work order. This review process allowed us to determine that the work order was under priced for the described work and notification was given to the customer. Just as the customer stated, we consider this matter closed seeing as the work order was rejected and the customer's check was never deposited. Katherine [redacted]
[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:
The owner of this company took pictures of our home and posted every picture on their FB account. These pictures included rotting wood from our garage, back wall area and other areas that do not pertain to the leaking area. They did not request permission to take the pictures and did not request permission to post them on a public social media network for others to view. We have had two siding companies out to inspect and we are replacing all siding- however, it was confirmed, due to water lines that remained after the leak event, that the lead did come from the window. Superior caulked around the window when they came two days after the leaking event- we have had several heavy rains since that caulking repair and have had no leaks in our home. The leak was due to their windows- not do to rotted siding. We do not appreciate the way they posted pictures of our home on FB. We simply want repairs made. That is all we have ever wanted and all that we are asking. Kimberly [redacted]