Fairview Wash & Glow

For Superior, the quality and integrity of our work is our number one priority.? We regret you’re having issues with water leakage and have worked diligently in trying to identify the points of entry.? We believe our responsiveness to your calls should speak to our genuine concern and commitment to ensuring a top quality installation.? We’d like to provide some insight into the course of events and our actions to resolve this matter? According to our notes, you and your husband purchased this home shortly before contacting Superior in June regarding leakage issues that were occurring.? In July we were contracted to replace windows, which was about half the windows in your home and in August we completed the installation.? ? ·? ? ? ? ? ? ? ? In September 2015, just a month after installation, we received your call regarding a leak in the windows located in your home office.? Understandably you were dissatisfied and we were concerned about the situation and immediately had our installer scheduled to assess the windows and installation for any defects.? The installer found no obvious signs of water entry and although, the caulking appeared in tact we wanted to make sure that there would be no further issues with leakage so the windows were resealed around the entire exterior·? ? ? ? ? ? ? ? In October 2015, we were contacted again regarding a leak in the same set of office windows.? Upon this visit the office windows were re-inspected and without any clear point of entry further inspection prompted us to look at the window on the 2nd story above the office to identify a point of entry.? The 2nd story window and the office windows were resealed as a precaution.? Dale and the installer noted that there could be an issue with the roofing or flashing located directly over the office and suggested that it be check by a roofer.? ·? ? ? ? ? ? ? ? In March when the third occurrence for leakage in the office windows occurred we suggested that a roofer meet us at the home to assess possible points of entry.? During the inspection process it was noted that there was cracked and loose mortar around the brick on the 2nd story window ledge and in areas extending far beyond where we had replaced the window.? We obtained pictures which clearly showed that previous mortar repair and patches had been done and were insufficient.? While it is beyond our scope of work we were eager to assist in eliminating the leakage issue so our installers resealed the mortar between the brick to assist with eliminating areas for water to travel into the wallAt this time we advised that the brick and mortar issue was the source of concern for your leakage and recommended an inspection from a brick and mortar specialist? Occasionally there will be mistakes and when they do occur, Superior owns those mistakes and we make it right for our customers without hesitation? At this point we were making every effort to identify the point of entry so no further leakage would occur.? After installing thousands of windows over the last ten years we are professional enough to understand when a leak is a result of a faulty window or installation and this wasn’t the case in your situation? We were focused on identifying the source of the leak and our suggestions about the roofing and the brick mortar were merely to ascertain the possible entry points so that no further damage would occur to your home? ? ·? ? ? ? ? ? ? ? In April 2016, our fourth and most recent visit to your home regarding a leak into your master bedroom was addressed with the same diligence and genuine concern for your property and peace of mind.? Upon this visit we inspected the windows directly above the master bedroom which were replaced in August 2015.? ? No leakage had occurred in these windows in the previous eight months and the windows were completely sealed.? We noted extensive siding and wood damage which indicated that the home had not been properly maintained.? During our inspection we obtained pictures of extensive wood and siding rot that is in need of replacement.? Although it is beyond our scope of work our installers sealed all areas around the siding and the wood to help keep water from penetrating; however, this is merely a temporary fix as the pictures clearly show wood and siding that needs to be replaced which we advised when we were out at your home? At the time of this most recent service Dale took the time to carefully walk the exterior of your home to point out areas of mortar damage that hadn’t been disrupted by window work so that you could see the clear signs of patching and inadequate repairs that were made to the brick and mortar on the home.? Pictures show areas around the original windows that have loose, cracked and crumbling mortar? There are signs that different sealants have been used for patching over the years and clear sealant is evident over mildewed mortar that indicates water had been trappedDale also pointed out the extensive rotted wood and siding which are in need of immediate replacement to ensure that no further damage will occur.? ? To keep a home impenetrable from the elements the home must be properly maintained and in good working condition which involves not only the windows but roofing, siding, brick and mortar ? We regret that you believe our installation and/or windows are faulty and are the cause for damage in your home and we’re more than happy to have our work inspected to reassure you that the windows are functioning properly and the installation was done correctlyWe understand how frustrating it has been to have these issues after only occupying your home for a year and assure you that your satisfaction is important to us.? We strongly believe that you’ll be able to enjoy your home and eliminate further damage with proper repairs and maintenance of the siding, wood, brick and mortar which appear to be the underlying entry points for water in your home.? ?

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 uniqueWe started the installation on Friday, 7/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/that we were notified, by your wife, that some issues were discovered with the installation We regret that issues were encounteredWe scheduled for Dale to meet you at your home the evening of Tuesday, 7/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/to address the concerns with caulking, wood, and drywall which your wife signed off on as completed on 7/ 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/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/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/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/and Dale went to your home to check on the progressDale 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/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***@superiorwindowcompany.com Thank You, Katherine B***

Ping **,We can have a technician come out to your home on Friday 7/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

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/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/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***@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***

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 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 [redacted] on 1/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, 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 ***’s deposit check was destroyed.Katherine ***

[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] ?

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 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 [redacted] on 1/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 ***’s deposit check was destroyed.Katherine ***

Mr***,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/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/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-*** or by email at kb***@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***

[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 ***

Our response was based on the information provided by the representative that met with Mr*** 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 ***

[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 would be satisfactory to me
The company sent people to check on the big windows today 7/24/that are difficult to operate and found out that the triple pane windows are not suitable because the top pane windows are too heave to lift and operateSo the solution is that the company added screws below the top big pane windows to fix the position of the top pane windows without dropping down, which converted triple pane to double pane windows This is the way it should be for such big heavy windows Total windows were added screws in the living room.Besides the screws added to prevent the top pane windows dropping and moving, the company also did some basic training and eduction to proper operations and maintenance like lifting bottom pane windows using the lift handles and added lubricants to each window slides for smoother operations.The window company insists that we didn't operate the windows correctly which cause difficulty to close This is true However, the triple pane windows are designed this way to allow top pane window moveable And once the top pane moves and drops down, it becomes too heavy for us to lift it up in order to close In my opinion this is either a design flaw or the original purchase option mistake, which tells me that we should have had purchased double pane windows in the living room instead of triple pane windows when window sizes are too big and heavy for operations.Regardless, the window company offered to fix the issue and we are happy for their work and service today!!Thank you very much!Ping **

Mr***,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/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/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-*** or by email at kb***@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***

[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 ***

Our response was based on the information provided by the representative that met with Mr*** 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 ***

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***,
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 uniqueWe started the installation on Friday, 7/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/that we
were notified, by your wife, that some issues were discovered with the
installation. We regret that issues were
encounteredWe scheduled for Dale to meet you at your home the evening of Tuesday,
7/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/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/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/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/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/and Dale went to your home to check on the
progressDale 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/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-*** or by email at kb***@superiorwindowcompany.com
Thank You,
Katherine B***

Mr***,
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 uniqueWe started the installation on Friday, 7/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/that we
were notified, by your wife, that some issues were discovered with the
installation. We regret that issues were
encounteredWe scheduled for Dale to meet you at your home the evening of Tuesday,
7/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/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/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/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/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/and Dale went to your home to check on the
progressDale 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/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-*** or by email at kb***@superiorwindowcompany.com
Thank You,
Katherine B***

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 ***

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 ***

Ping **,We can have a technician come out to your home on Friday 7/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