Galbreath Company

Aloha, We were surprised to receive the above referenced complaint for a number of reasons Most importantly, after a little research while they were in our shop, we provided the material they requested As it turns out, Mr [redacted] was as surprised to receive the Revdex.com email as we were Our Customer Service Manager called Mr [redacted] when we received notification of the complaint and he explained that he was “kind of surprised” to read the complaint Apparently his wife had sent the email and he stated that she had been “having a bad day” Further, he apologized for the tone of his wife’s email and Mr [redacted] thought the service provided by customer service representative was “great” As background, in January of 2014, Mr [redacted] purchased two screen doors from us and chose to not use our installation services Mrs [redacted] states in her complaint to the Revdex.com, “the closure mechanism and push button never worked properly” The push button is on the handle and releases the latch Following the receipt of the complaint, we called Mr*** When asked about whether he was successful with his repair using the parts he requested for one latch - the complaint referenced both doors, and which we provided to him on March at our shop, he explained that he was not and there must be something else malfunctioning with the handle We offered to send someone out to inspect both handles free of charge as is typical of how help service our customers despite the fact that they purchased the doors and installed them themselves We performed the inspection on Friday, March and as it turns out the installation was not done exactly as it should have been, resulting in doors aligned improperly which caused the failure We replaced the handles and adjusted the doors to function properly – at no charge A follphone call confirmed that Mr [redacted] is satisfied and he stated the closure has never worked better That isn’t surprising since they were not adjusted properly from the start as indicated in Mrs***’s compliant that they have never worked right I request that this complaint not go on our record as a complaint which was resolved satisfactorily as appears to us to have been unfounded in the first place The latch and closer issues resulted from incorrect adjustment/installation Mrs***’s statement regarding the familiarity of my staff with our website seems grossly unfair The fact that my staff was unfamiliar with the warranty of one component on one of the thousands of products that we sell, (which we cannot remember ever replacing), on our website with literally hundreds of pages simply isn’t a reasonable standard I initially proofed virtually every page of our website and still found myself needing to not only view our website but look at our suppliers brochure to find the handle/latch warranty My staff resolved it in minutes in our shop while the ***’s were here.Respectfully,Screens & Things, Inc.Frank A [redacted] Vice President & General Manager [redacted]

Revdex.com,Thank you for the email.There was a miscommunication concerning this issue between Screens N Things and I I had further discussions with the company representatives and everything has been straightened out The Screens N Things management contacted me, resolved the miscommunications, and I no longer have any issues.I would like to retract the complaint.Thank you,*** ***

Aloha,
We were surprised to receive the above
referenced complaint for a number of reasons.  Most importantly, after a
little research while they were in our shop, we provided the material they
requested.  As it turns out, Mr. [redacted] was as surprised to receive the Revdex.com
email...

as we were.  Our Customer Service Manager called Mr. [redacted] when
we received notification of the complaint and he explained that he was “kind of
surprised” to read the complaint.  Apparently his wife had sent the
email and he stated that she had been “having a bad day”.  Further, he apologized for the tone of his
wife’s email and Mr. [redacted] thought the service provided by customer service
representative was “great”.
As background, in January of 2014, Mr. [redacted]
purchased two screen doors from us and chose to not use our installation
services.  Mrs. [redacted] states in her
complaint to the Revdex.com, “the closure mechanism and push button never worked
properly”.  The push button is on the
handle and releases the latch. 
Following the receipt of the complaint, we
called Mr. [redacted].  When asked about
whether he was successful with his repair using the parts he requested for one
latch - the complaint referenced both doors, and which we provided to him on
March 12 at our shop, he explained that he was not and there must be something
else malfunctioning with the handle.  We
offered to send someone out to inspect both handles free of charge as is typical
of how help service our customers despite the fact that they purchased the
doors and installed them themselves.
We performed the inspection on Friday, March
18 and as it turns out the installation was not done exactly as it should have
been, resulting in doors aligned improperly which caused the failure.   We replaced the handles and adjusted the
doors to function properly – at no charge. 
A follow-up phone call confirmed that Mr. [redacted] is satisfied and he
stated the closure has never worked better. 
That isn’t surprising since they were not adjusted properly from the
start as indicated in Mrs. [redacted]’s compliant that they have never worked right.
I request that this complaint not go on our
record as a complaint which was resolved satisfactorily as appears to us to
have been unfounded in the first place. 
The latch and closer issues resulted from incorrect
adjustment/installation.  Mrs. [redacted]’s
statement regarding the familiarity of my staff with our website seems grossly
unfair.  The fact that my staff was
unfamiliar with the warranty of one component on one of the thousands of
products that we sell, (which we cannot remember ever replacing), on our
website with literally hundreds of pages simply isn’t a reasonable
standard.  I initially proofed virtually
every page of our website and still found myself needing to not only view our
website but look at our suppliers brochure to find the handle/latch warranty.  My staff resolved it in minutes in our shop
while the [redacted]’s were here.Respectfully,Screens & Things, Inc.Frank A[redacted]Vice President & General Manager[redacted]