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.
The details of this problem are completely fabricated on the side of the business. At no time did the company state they would rectify the problem. The ordering of the new window was a completely separate order and I stated very clearly that there were 2 options to rectifying the original problem with the windows incorrectly being installed. 1. Correct the problem and I would pay for a new window that I still needed, or 2. Do not correct the original problem and put the price of correction toward a new window I needed. They owner fabricated that the technician had offered to fix the problem when looking at it. The technician that came out to view the problem refused as he stated he was only there to measure and take notes. Secondly, the owner denies the verbal tirade of rage that he did against me before hanging up without any offer to fix the problems. I have ordered my new window from another company and still have not had this company offer to fix the problem of installation with the windows that still remain. I have proof from a city inspector and another window company that without my eave protecting the windows from the rain I would have total water damage to my house from the windows leaking. This company is trying to protect themselves by fabricating this story and using an argument from personal incredulity , a moral high ground fallacy (of which the company states it could never do business like this), the fallacy of appealing to motive that all I wanted was a free window (a full fabrication), and the fallacy of appealing to popular opinion whereas 'everyone at his company states...'. These are all ways to try and remove themselves culpable in the problem.The company has refused to fix the problem as stated even when I was willing to work with them. The owner denies the derogative and abusive manner in which he spoke to me before hanging up, even though I remained calm and never raised my voice.
Regards,
[redacted]
Dear [redacted],Upon receipt of your notice dated April 22, 2015, I took time to review the client information, history and conversationsthat had taken place with my staff. I have been presented with the following facts.On Thursday, April16, 2015, she called into our office and spoke to a sales...
associate. She stated her contractor informedher that the installation of three of her existing windows, which we'd performed over two years ago, were installedincorrectly by our technicians. She said, "Your guys were made aware of this at the time, but I just said it was fine and toleave them as they are. But now my contractor is here and is saying they're installed wrong". She also indicated she was inneed of another custom window to be installed and wanted to the cost to provide and install said window free of charge.My sales associate relayed to her that he could not make that decision and that he would let her know once he had aresponse.Later that same day, she called into the office again to follow up on whether or not my sales associate had spoken to meregarding approval. My office manager took the call and the client explained to her the situation. It was explained to herthat I was not available to speak with and that no decision had been made, but that she would call her by the end of thatday to let her know either way. She explained the urgency was due to her "going out of town and needed the order to beplaced right away" and received in time for her contractor to have installed by that following Wednesday. My officemanager made sure to contact her by the end of the business day as promised and informed her she would follow up againby the end of the day Monday.On Friday, April17, 2015, one of the original installing technicians went to her home to observe what she'd spoken of. Atwhich time, he'd explained and recalled the circumstances the day of the installation with her. He was authorized to andoffered again to reset, modify or adjust any of the three windows in question, if she so desired. She again declined theoffer. As it turns out, our technician observed the design and layout set by her contractor, for the type of window she'drequested to be provided to her "free of charge". This would be another custom order, for one window only that wascompletely different than what was originally installed, which would also require a different method of installation.Monday, April 201h, the manager of the department was filled in on the situation and the matter was then discussed withmy staff. It was determined that in speaking to one of the installing technicians as well as my department manager that, notonly was the installation of the window done properly, it was done in a manner suitable to the type of window shutters and structure she had at the time. And so, the installation of the 3 windows were left as originally installed and with herapproval (see attached signed work order from the date of service for the installation of three windows).later that same day, I'd spoken to her myself and again offered to reset or modify the original installation and free ofcharge. I explained at which time, we would gladly provide and install the new window she intended to order, but at hercost. She again declined. She was insistent that the new window should be provided and installed free of charge. Iexplained that one situation had nothing to do with the other and stood by my original offer.Following that same conversation, one of my staff received an inappropriate email (see attached email) from her describingI'd spoken to her in a demeaning manner making references to her mental state and gender and that I'd hung up on her.She also explained in said email, that she was willing to negotiate the cost of the new window. She'd felt that she'd beenverbally abused and this all was her reasoning for requesting to be fully refunded for services and materials received wellover two years ago. The only comment I have regarding the email is that is not how I conduct my business.My staff were diligent in working to rectify the situation in my absence and that this situation was handled in the best waypossible. Yet still she called repeatedly and proceeded provide a bad review on Yelp. To which my staff also responded andin a professional manner (see attached review and response). It is unfortunate that she feels the issue remains unresolved.Customer Service is my first priority. Which is why we offered at the time of service and again to satisfy her needs. I can'thelp the client being insistent upon receiving free services and merchandise for an issue that she chose not to rectify overtwo years ago and again recently. Regrettably, I do not feel that there was anything we could have said or done to satisfyher in this particular situation.Please let me know if you have any questions. I can be reached at [redacted], PresidentGolden Glass, Inc.
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.
The details of this problem are completely fabricated on the side of the business. At no time did the company state they would rectify the problem. The ordering of the new window was a completely separate order and I stated very clearly that there were 2 options to rectifying the original problem with the windows incorrectly being installed. 1. Correct the problem and I would pay for a new window that I still needed, or 2. Do not correct the original problem and put the price of correction toward a new window I needed. They owner fabricated that the technician had offered to fix the problem when looking at it. The technician that came out to view the problem refused as he stated he was only there to measure and take notes. Secondly, the owner denies the verbal tirade of rage that he did against me before hanging up without any offer to fix the problems. I have ordered my new window from another company and still have not had this company offer to fix the problem of installation with the windows that still remain. I have proof from a city inspector and another window company that without my eave protecting the windows from the rain I would have total water damage to my house from the windows leaking. This company is trying to protect themselves by fabricating this story and using an argument from personal incredulity , a moral high ground fallacy (of which the company states it could never do business like this), the fallacy of appealing to motive that all I wanted was a free window (a full fabrication), and the fallacy of appealing to popular opinion whereas 'everyone at his company states...'. These are all ways to try and remove themselves culpable in the problem.The company has refused to fix the problem as stated even when I was willing to work with them. The owner denies the derogative and abusive manner in which he spoke to me before hanging up, even though I remained calm and never raised my voice.
Regards,
[redacted]
Dear [redacted],Upon receipt of your notice dated April 22, 2015, I took time to review the client information, history and conversationsthat had taken place with my staff. I have been presented with the following facts.On Thursday, April16, 2015, she called into our office and spoke to a sales...
associate. She stated her contractor informedher that the installation of three of her existing windows, which we'd performed over two years ago, were installedincorrectly by our technicians. She said, "Your guys were made aware of this at the time, but I just said it was fine and toleave them as they are. But now my contractor is here and is saying they're installed wrong". She also indicated she was inneed of another custom window to be installed and wanted to the cost to provide and install said window free of charge.My sales associate relayed to her that he could not make that decision and that he would let her know once he had aresponse.Later that same day, she called into the office again to follow up on whether or not my sales associate had spoken to meregarding approval. My office manager took the call and the client explained to her the situation. It was explained to herthat I was not available to speak with and that no decision had been made, but that she would call her by the end of thatday to let her know either way. She explained the urgency was due to her "going out of town and needed the order to beplaced right away" and received in time for her contractor to have installed by that following Wednesday. My officemanager made sure to contact her by the end of the business day as promised and informed her she would follow up againby the end of the day Monday.On Friday, April17, 2015, one of the original installing technicians went to her home to observe what she'd spoken of. Atwhich time, he'd explained and recalled the circumstances the day of the installation with her. He was authorized to andoffered again to reset, modify or adjust any of the three windows in question, if she so desired. She again declined theoffer. As it turns out, our technician observed the design and layout set by her contractor, for the type of window she'drequested to be provided to her "free of charge". This would be another custom order, for one window only that wascompletely different than what was originally installed, which would also require a different method of installation.Monday, April 201h, the manager of the department was filled in on the situation and the matter was then discussed withmy staff. It was determined that in speaking to one of the installing technicians as well as my department manager that, notonly was the installation of the window done properly, it was done in a manner suitable to the type of window shutters and structure she had at the time. And so, the installation of the 3 windows were left as originally installed and with herapproval (see attached signed work order from the date of service for the installation of three windows).later that same day, I'd spoken to her myself and again offered to reset or modify the original installation and free ofcharge. I explained at which time, we would gladly provide and install the new window she intended to order, but at hercost. She again declined. She was insistent that the new window should be provided and installed free of charge. Iexplained that one situation had nothing to do with the other and stood by my original offer.Following that same conversation, one of my staff received an inappropriate email (see attached email) from her describingI'd spoken to her in a demeaning manner making references to her mental state and gender and that I'd hung up on her.She also explained in said email, that she was willing to negotiate the cost of the new window. She'd felt that she'd beenverbally abused and this all was her reasoning for requesting to be fully refunded for services and materials received wellover two years ago. The only comment I have regarding the email is that is not how I conduct my business.My staff were diligent in working to rectify the situation in my absence and that this situation was handled in the best waypossible. Yet still she called repeatedly and proceeded provide a bad review on Yelp. To which my staff also responded andin a professional manner (see attached review and response). It is unfortunate that she feels the issue remains unresolved.Customer Service is my first priority. Which is why we offered at the time of service and again to satisfy her needs. I can'thelp the client being insistent upon receiving free services and merchandise for an issue that she chose not to rectify overtwo years ago and again recently. Regrettably, I do not feel that there was anything we could have said or done to satisfyher in this particular situation.Please let me know if you have any questions. I can be reached at [redacted], PresidentGolden Glass, Inc.