Global Mortgage, Inc.

Ms*** is correct we dropped the ball a couple of times. In the day to day rush her job got pushed aside and was not dealt with properly. My apologies!The person that was doing the research is no longer with us and this situation is one example why. Luckily of the approximately service calls we run each year most turn out much better.Of the two samples. The first one is lost, thus the reason for our tech needing to get the second one. The second one is coming back to us and as soon as we receive it, we will send it to Ms***.I am sorry that we cannot repair her windows, but since we do not have the parts we will not be able to assist her.Once again my apologies.*** ** ***Pickens Window Service

I am in receipt of Ms*** statement and she is frustrated and I understand that. My company has invested a great deal of time and effort to get her windows fixed and we cannot assist her since we cannot lo***e the needed parts. Let me explain.All of the following are notes from our system.We were contacted by Ms*** significant other Mr*** *** to repair a couple of windows at their residence the job was set for 8/12/13; our job # ***Technician went to the residence and pulled a sample of the window balance since it was one he did not have with him.9/11/trying to lo***e the balance by looking through ***alogs 9/12/sample given to our research person for deeper research 3/26/Mr*** called and wanted to know status of job He was told *** and *** were working on it 4/14/Mr*** called and talked to ***, *** told him supplier said they had not received the order and we were having the order placed again5/06/we called the supplier to see if they could get the balances we spoke with Ms*** and apologized and told her we would let her know what we find out 5/06/sample and paper work were placed on card file cabinet5/6/sample moved to * *** *** ordered balances again we called Ms*** and told her the balances were ordered agian and should be in in about weeks 05/16/parts reordered on PO # ***6/7/special order balances have finally arrived left a message for the cus***er to call so we can set an install date paper work has been placed in jobs running and the parts have been placed on the shelf for service jobs7/17/2014left a message for the cus***er that we have not heard back from our supplier and that we will call the vendor back on Monday7/24/2014 sent the cus***ers sample and our Q-to vendor for quote on request #***7/28/cus***er called and we told her latest info cus***er started stating something different and the call was transferred to ***7/28/sent sample and wrong balance back to supplier7/29/spoke to cus***er let her know supplier has sample we will call as soon ad supplier Id7/9/tech went to the job site and found out the parts that came in were wrong so the tech pulled another sample so we can reorder the parts8/13/Mr*** called *** talked to him had paper work but no new update needed to talk to *** and ***8/18/2014 supplier called us and said they needed more info on the windows8/19/supposedly Pella window need inch balance we sent one of our balances for supplier to see the proper end8/19/we spoke to *** an waiting on supplier to produce SKU so we can order8/21/spoke to Ms*** told her Vice President of supply house has been looking into Ms*** wanted to be kept in loop8/21/found out *** window not ***9/02/left message that supplier still cannot ID balance10/9/Ms*** called and stated months ago she gave us balance to research and still no resolve customer wants her sample back10/09/Tina called supplier and they still do not have an answer11/19/followed up with vendor supplier has exhausted all sources for the balances and will return our samplesAs you can see although we are not perfect and some things do take longer than they should, we do try to be helpful, but to have Ms.*** say that "they hardly ever return my phone calls" is simply not true as you can see from the above timelineAt this point I believe we cannot assist Ms***. When we get her sample back, and hopefully it will be the right one we will mail it to her. We have invested a lot of time and effort in trying to lo***e the needed parts and without successSince we were not able to repair the windows in questions we will not be sending a bill for our services.I am very sorry that we could not repair these windows but this is a case where we simply cannot get the parts, so Ms*** options will be to live with the windows as is or buy new windows, which we do not sell.Sincerely*** *PickensPickens' Window Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI am still frustrated about losing a year and a half and countless phone calls trying to get two windows repaired, but one of the two sets of parts Pickens Window removed from our window has now been returned to us(They say the other set was lost.) So, good enough to consider the matter resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my
complaint. For your reference, details of the offer I reviewed appear below
The response just indicated the intention to respond within the next hoursThe business owner called me, and indicated that the Revdex.com system won't allow him to respond again with more substantive information until I either reject or accept his first responseIt seems I should reject that first response, since it does not offer any resolution to the matter. I look forward to reviewing the business's substantive response.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The timeline that [redacted] has provided largely accords with my memory. However, that timeline corroborates the gaps in service and lack of responsiveness to phone inquiries that I had noted. First notice that more than six months passed between "9/12/2013 sample given to our research person for deeper research" and the next entry of "3/26/14 Mr. [redacted] called and wanted to know status of job He was told [redacted] and [redacted] were working on it." In those intervening six months, we called many times, leaving messages, without anyone getting back in touch with us. When I eventually did get in touch with someone, it looks like that was on March 26, the person I spoke with acknowledged that they had forgotten about the project. Similarly, Mr. Pickens' records state that they determined the type of window on August 21, but then nothing else was done by October 9, another six weeks later, when I called again. At that point I requested that the sample be returned to us. I was assured that that would happen very soon and that they would call me to confirm. AGAIN, the record shows that nothing at all was done until November 19. Importantly, this was after I filed my complaint with Revdex.com. This does not strike me as an impressive track record. Nonetheless, all I am seeking is the return of the samples that Pickens Window removed from our windows. There are two samples: one collected on 8/12/2013 and the other nearly a year later on 7/9/2014 ("7/9/2014 tech went to the job site and found out the parts that came in were  wrong so the tech pulled another sample  so we can reorder the parts). This much will undue the damage done, other than lost time as we waited 15 months for service. I will add that I was nervous about the service person removing the second sample, given Pickens' service failings to that point, but was assured that the sample was in good hands. A company with better customer service would do more than that for customers in my position, but this is the minimum acceptable. 
Thanks for your assistance,
[redacted]

I just got back from vacation and found your e-mail.  I will respond to it within 24 hours.[redacted]Pickens' Window Service