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Fawley Cruises and Tours

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Reviews Fawley Cruises and Tours

Fawley Cruises and Tours Reviews (9)

Initial Business Response /* (1000, 6, 2015/04/17) */
Subsequent to this complaint we have had various conversations with *** and the husband,***
Per a conversation between ***, NWFA sales rep and ***, it has been acknowledged that *** made no assertions regarding the ***'s
foundationAnother contractor made this assertion
The Cn Rapids Home for Generations program is a program for jobs greater than $35,and adds living space to the dwellingNWFA installed siding for $15,The ***'s do NOT qualify for this program through the City of Cn RapidsThe ***'s have a month no payments no interest financing packageNWFA has offered other financing programs that may better fit their needsWe have not heard which if any of these options the ***'s would prefer
NWFA has offered to have all parties sit down together, face to face, to sort out any issues and NWFA will offer any apologies deemed appropriate

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like to withdraw the complaint.Thank you,[redacted]

The required permits were pulled. The replacement tub is longer, but not narrower than original tub. Per homeowner request, project manager & NWFA owner looked at completed project & no scratch in the floor or radiator damage found. Window corners weren't found crooked & sealant wasn’t...

missing or "poorly handled". The shelves are installed in a way that water could pool on them. NWFA has told the homeowners that whenever they schedule, we will come out & adjust the shelves to slope so the water drains from the shelf. Homeowner requested that the installed panels be pulled out & reinstalled to "line up", but it was explained to the homeowner that this would not be in their best interest because the design of this panel is random & there isn't any way to "match up" the pattern from one panel to the next. Pulling the panels out would only result in damaging the room & would not result in a look that the homeowner is desiring. The look the homeowner requested after the job was installed is not possible. Multiple emails & conversations were made between homeowner, manufacturer, project manager & company owners to explain this. I will be happy to send these email conversations along w/ pictures of completed project & a copy of the contract. We apologize that the request of the homeowner to "line up" the panels is not possible per product design. We apologize the homeowner doesn’t understand this. We tried explaining verbally, w/ writing emails & by having the manufacturer email an explanation regarding the random design in the panel pattern. At completion of the job, homeowner did ask to cancel the contract when payment was required. It was explained to homeowner cancellation cannot be granted for a completed project in which a contract is signed by both parties. Payment from homeowner has been received. As homeowner has stated, we have communicated that we will reinstall the shelves per their request.  Further information or documentation can be provided if needed.

Initial Business Response /* (1000, 5, 2016/01/19) */
All contact information on this person has been removed from our data base, so no more phone calls will be made.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/23) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)

[A default letter is provided here which indicates your acceptance of Arbitration. 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 .[redacted], , and find that arbitration is necessary. Sincerely,[redacted]

Dear Mr. [redacted],  Thank you for your business- it is with great disappointment that we received this Revdex.com complaint. It is frustrating to both you as a valued customer and us as a customer oriented business. The matter is an on-going service issue that we have diligently tried to correct. Some...

unfortunate mistakes have happened but it certainly cannot be said that we have not stood behind trying to resolve the matter. I personally measured the job. Measuring for new windows is a detailed and multifactorial task. My first objective is to make the window fit properly allotting for the maximum amount of glass space. The max glass space is most pleasing to most customers. I noted you had blinds and made my calculations to OVER fit the blinds as opposed  to UNDER fitting the blinds-  Under fitting requires custom cutting the blinds down-  It is not something we like to do so I purposely over fit the blinds by ½” per side- This also allows our installers a tolerable amount of room to square the windows upon installation-  I’m sorry that you were not pleased with the ½” per side-  I owned the concern and tried to accommodate you as is the way of our customer service- First, I asked the installer to modify the casing so it would fit tighter to your blinds- He misscut one piece of casing- Accidents happen, but I was just as discouraged as you were that the problem was not resolved- I certainly needed to own this problem because it was our fault-  I ordered a new piece of casing for you-  I personally came out to fix the problem but it could not be resolved because you said you didn’t like the color match and/or wood grain pattern-  I tried to explain that there are many color and woodgrain variations in the beauty of the oak wood species-  I could tell you were peevishly discontented by your cursing language-  Despite your swearing at me, I again owned the problem but this time ordered a whole new trim ‘kit’ (an assembled jamb and casing unit) at our expense (our vendors do not give these away for free)-  When that trim kit came in I again personally came out to resolve the problem-  Again you denied the product because of woodgrain and color issues-  The expletives you used toward the company were not helpful in the situation but you are still a valued customer and I want to get this trim kit to your liking so I reodered it again-  I have asked the trim kit company to meticulously assemble your trim kit with hand picked pieces that color match uniformly and have similar woodgrain-  Mr. [redacted], I have honestly tried my best for you sir as I do for all our customers-  When you ask all the readers of your letter to not consider our business, this actually pains me personally-  It takes a long time to build a reputation- We strive to get everything right the first time-  It’s our company philosophy-  We want our customers to know that-  Sometimes mistakes happen but we proudly stand behind correcting them-  Just like trying so hard to correct this trim kit problem-  I don’t believe this should be an attack against our whole business…    but rather a testimony to our service department-  Thank you,  Rudy [redacted], Production Mgr.  New Windows For America e...

I am rejecting this response because:It is incomplete. I am disabled, and at a disadvantage by Revdex.com's 30 minute time-out.I have received the NWFA receipt of my payments in the mail-thank you.  NWFA has offered to deliver and install the replacement basement glass slider with failed gas seal. Thank you. This is the only work this employee is authorized to do in my home. None of the other issues has been addressed, and I stated in my complaint all agreed upon remedies, and/or rejections, be itemized,  in writing and agreed upon by both parties, so we do not continue this problem, these issues, the careless, new damage that has happened each time NWFA employees return. The workers who have been out are not given the authority to make decisions as to what is to be done, and how, so it does not make sense to send them outOn this Monday, Rudy Sykes, manager, said he would come out on Tuesday. I was out of town working- this is not co-ordinationg schedules. I offered this coming Monday, when Mike w/be here for slider,  but Rudy is on vacation all week, so we were in the process of looking at week after Thanksgiving, when I received email from owner telling me he will be out on Monday 21st to look at the site, work. He has not committed to putting in writing his findings, nor negotiating what is/is not to be done, which I do require.I have said no further caulking will be done now with freezing weather, or it will be a greater mess than I have now.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I see that Heather from our service department was in contact with you on 11/9/16 and has scheduled us to come out to address your service needs on 11/21/16. Your warranty paperwork should be in the folder that was left in your home at the time you signed your contract. If you are still in need of anything after the scheduled service on 11/21/16, please let us know.Rhonda [redacted]

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