Fix-A-Post

We at Desert King Windows stand by out initial response

We at Desert King Windows have been working with the windows manufacturer of these units, [redacted] Windows, as well as the customer to rectify these issues since AprilOn Sunday, 4/6/2014, Desert King Windows received a comment on the company's [redacted] page saying "cheap leaky windows"This, being the first time we had heard the customer was unhappy, immediately sparked us into action to resolve the issueWe do everything we can to ensure our customers are 100% satisfied days later, Desert King Windows Service Tech, ***, was at the customers house to look at a leak, as well as fix a punctured screenThis being a completely out of the norm issue, [redacted] took notes, tested the window with a garden hose to see the leak and decided that the best course of action was to contact the manufacturer with the issue [redacted] also tested the other windows in the house and found the same problem in a few other unitsIn the years [redacted] has worked with energy efficient windows, he has NEVER seen this problem before [redacted] immediately reported to [redacted] Windows about the leaky windowsThis issue made its way through the [redacted] warranty process and was reported back to usDue to the abissue, this process has taken more time to rectify [redacted] , requested for [redacted] to try a few more things On 4/29, [redacted] was back to the customers house with a few things to tryOne was to simply clean out all weep holes of the window and any debris that could possibly have clogged the drainage system in each windowThen, if that doesn't work, picture the issue and send in to [redacted] [redacted] did all of these A few weeks later, [redacted] requested video to be taken as well as check for screws on the bottom rail and check the window for plumb [redacted] was also to run a wire to "snake" the drainage systemOn 5/all of these were performedNone of this worked so the video was sent to [redacted] along with a request from Desert King Windows to provide total replacement of the windows in question Over the next month, Desert King Windows have been going back and forward with [redacted] Warranty Department and awaiting final wordAgain, due to the nature of the issue and the fact that they are custom windows, this has taken time to fixDesert King Management has been in contact with the customer every couple of weeks and has assured the customer that this will be resolved and we are going through the processWe have also apologized for the length of time this has taken to do so On 7/10, We received a message form the Revdex.com that the customer has filed a complaintThis was a shock to us because we are in the middle of resolving the issue and awaiting word from the Manufacturer, [redacted] The owner of Desert King Windows, ***, called [redacted] and demanded these windows to be replaced immediatelyOn Monday, 7/14/ [redacted] agreed to furnish new windows for our customers [redacted] also called the customers to let them know that Desert King Windows will be replacing the leaking windows at no charge and to again apologize for the length of timeThe customer said they are excited to get the windows replaced and that they are satisfiedThe customer thanked usDesert King Windows is committed to keeping its customers happy and are scared to death to receive a complaint :)

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 For your reference, details of the offer I reviewed appear below Mr [redacted] claims that I made threats about filing a complaint with the Revdex.com which I never madeHowever when he called me on August 19th he stated " that he would install the window and provide a credit but would not disclose the amount if I would remove my complaint from the Revdex.com" which to me sounds like a treatAt this point he has lost all credibility with me and has shaken my confidence and trust with other businessesCalls were not made in a timely manner, if they were then I would have needed to file a complaint with the Revdex.comAt this point we are requesting the $ that was already charged to the credit card be credited backOnce this has occurred we would like terminate all our business with Desert Kings Windows to avoid any further issues or concerns Regards, [redacted]

On May 10th, An agreement was made for Desert King Windows to install windows and sliding patio door in the *** residenceThe final measure was a couple weeks later when the *** family was first available and they were then given a to week estimated time of arrivalThere was
never a promise of installation date, only time the windows would arriveAt Desert King Windows, we do everything in our power to make the prossess as quick and efficient as possible, however, because of reasons out of our control, we NEVER guarantee or promise install datesIn fact, this is stated in the agreement the Martinez' signedAll calls were returned to the *** family in timely mannerShortly before scheduled installation date (7/11), it was noticed that a window was damaged and did not meet Desert King Windows quality control expectations and was not to be installedMr*** was informed during install that the window was to be reordered immediately but the rest of the windows and door will be installedMr*** was then told that he could "withhold" $until the new window arrived and was installedThis was never intended to be a discountDesert King Windows will not discount a job because we upheld our high quality standardNor will we discount when a customer threatens to complain to the Revdex.com.The reordered window came in on todays truck and will be installed within the next week providing the *** family allows this

We at Desert King Windows stand by out initial response.

We at Desert King Windows have been working with the windows manufacturer of these units, [redacted] Windows, as well as the customer to rectify these issues since April. On Sunday, 4/6/2014, Desert King Windows received a comment on the company's [redacted] page saying "cheap leaky windows". This,...

being the first time we had heard the customer was unhappy, immediately sparked us into action to resolve the issue. We do everything we can to ensure our customers are 100% satisfied.
3 days later, Desert King Windows Service Tech, [redacted], was at the customers house to look at a leak, as well as fix a punctured screen. This being a completely out of the norm issue, [redacted] took notes, tested the window with a garden hose to see the leak and decided that the best course of action was to contact the manufacturer with the issue. [redacted] also tested the other windows in the house and found the same problem in a few other units. In the years [redacted] has worked with energy efficient windows, he has NEVER seen this problem before.
[redacted] immediately reported to [redacted] Windows about the leaky windows. This issue made its way through the [redacted] warranty process and was reported back to us. Due to the abnormal issue, this process has taken more time to rectify. [redacted], requested for [redacted] to try a few more things.
On 4/29, [redacted] was back to the customers house with a few things to try. One was to simply clean out all weep holes of the window and any debris that could possibly have clogged the drainage system in each window. Then, if that doesn't work, picture the issue and send in to [redacted] did all of these.
A few weeks later, [redacted] requested video to be taken as well as check for screws on the bottom rail and check the window for plumb. [redacted] was also to run a wire to "snake" the drainage system. On 5/28 all of these were performed. None of this worked so the video was sent to [redacted] along with a request from Desert King Windows to provide total replacement of the windows in question.
Over the next month, Desert King Windows have been going back and forward with [redacted] Warranty Department and awaiting final word. Again, due to the nature of the issue and the fact that they are custom windows, this has taken time to fix. Desert King Management has been in contact with the customer every couple of weeks and has assured the customer that this will be resolved and we are going through the process. We have also apologized for the length of time this has taken to do so.
On 7/10, We received a message form the Revdex.com that the customer has filed a complaint. This was a shock to us because we are in the middle of resolving the issue and awaiting word from the Manufacturer, [redacted]. The owner of Desert King Windows, [redacted], called [redacted] and demanded these windows to be replaced immediately. On Monday, 7/14/14 [redacted] agreed to furnish 5 new windows for our customers. [redacted] also called the customers to let them know that Desert King Windows will be replacing the 5 leaking windows at no charge and to again apologize for the length of time. The customer said they are excited to get the windows replaced and that they are satisfied. The customer thanked us. Desert King Windows is committed to keeping its customers happy and are scared to death to receive a complaint :).

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.  For your reference, details of the offer I reviewed appear below.
Mr. [redacted] claims that I made threats about filing a complaint with the Revdex.com which I never made. However when he called me on August 19th he stated " that he would install the window and provide a credit but would not disclose the amount if I would remove my complaint from the Revdex.com" which to me sounds like a treat. At this point he has lost all credibility with me and has shaken my confidence and trust with other businesses. Calls were not made in a timely manner, if they were then I would have needed to file a complaint with the Revdex.com. At this point we are requesting the $700  that was  already charged to the credit card be credited back. Once this has occurred we would like terminate all our business with Desert Kings Windows to avoid any further issues or concerns.
Regards,
[redacted]