Good afternoon!We are writing this in response to the complaint filed by the customer We requested that this customer, as we do with all our customers, provide us with the window specific serial number that is put on each window from our manufacturer to ensure that the exact sizes of the sashes as well as all options are duplicated for the remake Due to the location of the window in our customer's home; he was unable to provide us with that serial number that would tell our manufacturer exactly what was needed for his service request to have been completed We ordered a window sash based on the information the customer was able to give us and what records we could pull without that specific number We went to install it and our service technician realized that this was not the correct size that was needed and obtained the actual serial number for us We then reordered the new sash immediately It does take a few weeks to get these back from the factory because everything is custom made to fit We contacted the customer the day it came in from our factory and scheduled a time the same week to install it for him We also reimbursed him for the charges he requested the same day as well We are very sorry that this took longer than anyone expected to complete for the customer We feel the complaint has now been satisfied and is closed.Thank you
Good afternoon!We are writing this in response to the complaint filed by the customer We requested that this customer, as we do with all our customers, provide us with the window specific serial number that is put on each window from our manufacturer to ensure that the exact sizes of the sashes as well as all options are duplicated for the remake Due to the location of the window in our customer's home; he was unable to provide us with that serial number that would tell our manufacturer exactly what was needed for his service request to have been completed We ordered a window sash based on the information the customer was able to give us and what records we could pull without that specific number We went to install it and our service technician realized that this was not the correct size that was needed and obtained the actual serial number for us We then reordered the new sash immediately It does take a few weeks to get these back from the factory because everything is custom made to fit We contacted the customer the day it came in from our factory and scheduled a time the same week to install it for him We also reimbursed him for the charges he requested the same day as well We are very sorry that this took longer than anyone expected to complete for the customer We feel the complaint has now been satisfied and is closed.Thank you