Fox Automotive and Equipment

We received the original complaint from Mr***. When we went to investigate he raised the windows in question and showed us that the grids didn't line up perfectly when the bottom sash was raised. We contacted the company, activating his warranty, and they supplied new sashes for his
windows. Mr*** was still not satisfied the replacements that were supplied by the manufacturer.We were made aware of the problem with the siding when our tech, Gene, went out to deliver the new sashesUnfortunately for Mr***, we have had a backlog of work and have not had a crew available to address his complaint.We called Mr*** today 6/23/to offer to send a crew out on 6/24/to take care of the siding problem. Mr*** said that tomorrow is not convenient for him.We are willing to take care of the siding issue as soon as we have a crew available to work on it at a time that is convenient for Mr***.As for the problem with the grid alignment, we will gladly photograph the windows at issue and send the photos along to the manufacturer, but we believe that the current solution is within their tolerances. According to our tech there is barely 1/8" of difference between the grids when the sashes are up. This issue is a warranty issue between Mr*** and the Manufacturer and we will be glad to help facilitate a resolution between them

It is unfortunate that the customer feels this way. We have really tried to satisfy him all through the process though we admit that we did not communicate well in regards to the status of his repair request. Contrary to the customer’s claim we did intend to get back to him. The delay in getting back to the customer had to do with an internal labor shortage. We lost an entire crew shortly after finishing his job and have only just recently gotten our staffing back to where it needs to be. The customer’s request got caught in the resulting backlog. When we return to repair the siding we will photograph the windows in question and send the pictures to the company to find out how they want to handle the problem. Any additional steps beyond that will be at the manufacturer’s discretion. We are currently scheduled to fix the siding on the morning of July 20, 2016. We sincerely hope that these remedies will meet the customer’s expectations

I am rejecting this response because: speaks custom window has had plenty of time to respond to my concerns. they had no plans coming back to my house. if my windows are warranty issue then they should make repairs . speaks should have a factory rep come to my house. one day notice to come to my house is not enough notice. they should give me 2 to3 days notice. I have other work going on at my home.Regards,[redacted]