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 staffI have been presented with the following facts.On Thursday, April16, 2015, she called into our office and spoke to a sales associateShe 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 techniciansShe said, "Your guys were made aware of this at the time, but I just said it was fine and toleave them as they areBut 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 approvalMy office manager took the call and the client explained to her the situationIt 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 wayShe 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 WednesdayMy 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 ofAtwhich time, he'd explained and recalled the circumstances the day of the installation with herHe was authorized to andoffered again to reset, modify or adjust any of the three windows in question, if she so desiredShe again declined theofferAs 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 staffIt 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 timeAnd so, the installation of the 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 ofchargeI explained at which time, we would gladly provide and install the new window she intended to order, but at hercostShe again declinedShe was insistent that the new window should be provided and installed free of chargeIexplained 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 windowShe'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 agoThe 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 waypossibleYet still she called repeatedly and proceeded provide a bad review on YelpTo 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 priorityWhich is why we offered at the time of service and again to satisfy her needsI 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 recentlyRegrettably, 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 questionsI can be reached at [redacted] , PresidentGolden Glass, Inc
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 staffI have been presented with the following facts.On Thursday, April16, 2015, she called into our office and spoke to a sales associateShe 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 techniciansShe said, "Your guys were made aware of this at the time, but I just said it was fine and toleave them as they areBut 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 approvalMy office manager took the call and the client explained to her the situationIt 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 wayShe 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 WednesdayMy 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 ofAtwhich time, he'd explained and recalled the circumstances the day of the installation with herHe was authorized to andoffered again to reset, modify or adjust any of the three windows in question, if she so desiredShe again declined theofferAs 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 staffIt 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 timeAnd so, the installation of the 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 ofchargeI explained at which time, we would gladly provide and install the new window she intended to order, but at hercostShe again declinedShe was insistent that the new window should be provided and installed free of chargeIexplained 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 windowShe'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 agoThe 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 waypossibleYet still she called repeatedly and proceeded provide a bad review on YelpTo 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 priorityWhich is why we offered at the time of service and again to satisfy her needsI 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 recentlyRegrettably, 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 questionsI can be reached at [redacted] , PresidentGolden Glass, Inc