I am very sorry that [redacted] feels that way about our company We did mis-measure windows, as we are not 100% perfect all the time I called and left her a message regarding the final payment due and asked that she please pay us, as well as [redacted] We do make things right when we error, and there was sufficient funds withheld to cover our error by the customer The contract called for cash on completion, and the terms and conditions state that we have a right to collect funds based upon what was completed, even if some materials were reordered Our contract was with the [redacted] , and not the insurance company The contract does not state we have to wait for the insurance company to pay the [redacted] Her job was completed the first week in May, and they have, to date, paid in full We never put a lien on their property, and my secretary sent them a paid in full notice and a lien waiver We are very sorry about any misunderstandings
[redacted] , this is [redacted] Just reviewed your message I'm totally apologetic it has taken this much time for us to receive this toelock The manufacturer did not send to us on a timely basis, which is no excuse I told my service manager to contact you immediately and get this installed for you next week Please accept our sincere apologies and I will contact the manufacturer to see if I can get you any credit Please feel free to contact me if any issues arise in the future[redacted]
I am very sorry that our customer is dissatisfied with her chosen window When she called in and told [redacted] she needed a fixed picture window, that is exactly what she received There are hundreds of manufacturers that make picture windows Per terms and conditions of the contract, the customer is responsible for getting approval from their HOA When someone says the windows must match, and they give a style of window such as a picture window, in this case, we did what the customer wanted At no time did she convey that the frames must match, and she should have done her due diligence by making sure with her HOA that what she ordered was what they would approve Only after the fact, when we tried to install the widow, was Gravina's told it dd not match She could have come to the showroom with pictures or e-mailed to [redacted] what was acceptable to her HOA, but again we feel she was negligent in conferring this knowledge to our company All of our customer's that deal with an HOA usually will ask for a brochure to pass along to their HOA for approval She was negligent in procuring that information for her HOA Terms and conditions number of the contract states "Homeowner understand if they reside in a covenant protected neighborhood or under a Homeowners Association it is the responsibility to receive approval from the HOA board." She did not do this first, as if she had procured a brochure showing the drawings and pictures of this particular window, and the HOA approved it, she would not be in this position Gravina expended sums to build the window, and wasted time to send out our installer for install [redacted] wrote her an e-mail to which he gave her credit for the install portion of the contract, and generously told her we could split the cost of the material cost (window) I believe that was more than fair Now I am faced with having to place a lien on the property for the full amount, less labor for install, which I don't want to do She could accept ***'s initial offer, and I would help her procure a different manufacturer's window at our cost, just to help her I will give her til Dec7th to accept or reject the offer, and then follow through with my legal rights
I am sorry [redacted] is unhappy that she has to pay extra for grids in her sliding glass door The contract was read and gone over with the customer by my sales rep Grids are not standard items in any patio door, they are an option [redacted] says she was looking at a brochure that my rep left with her, that shows different pictures of the door styles The picture she was looking at had a woodgrain finish (whiich is an option), it also shows brass handles (which is an option), and her door was all white with a standard white handle The contract is clear that no grids were purchased, there is even a box that shows if particular options are chosen on the contract, which was not checked People can't just assume they are getting something from pictures in a brochure She did not complain about getting a woodgrain finish, nor brass handles even though they are pictured in the brochure along with grids an options At any rate, she was not charged for grids in the first place, so it is only reasonable to assume that if she would like to have grids, she must pay for them We certainly are willing to accomodate whatever preferences she would like, but not for free That is why my contract states in big, black, bold letters "DO NOT SIGN THIS AGREEMENT BEFORE YOU READ IT, OR IF IT CONTAINS ANY BLANK SPACES, YOU ARE ENTITLED TO A COMPLETELY FILLED IN COPY OF THIS AGREEMENT." If [redacted] assumed she was getting grids, she should have done her due diligence by either asking or reading the contract, which gave her a day right to rescind or add them to the initial order I am so sorry, and will order the grids immediately if she wishes to entertain an addendum to her contract
The customer has been contacted and Gravina's are ordering a new sash for replacement of a broken part, which the customer broke when they slammed the window shut Under our warranty arrangement, the new sash will be provided at no charge to the customer, and she is aware that it will take about a month to receive the part necessary for repair from our manufacturer
We are very sorry for the length of time to complete your projectWe did complete this job last weekIf there is anything we can address please let us knowThank you for your business
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11183615, and find that this resolution is satisfactory to me Gravina"s Windows should be advised that the reason why the window had to be slammed was that the security tab popped out while the window was opened, so the tab was between window panes, making it impossible to close The security tab's malfunctioned and could not be reached in this position Therefore, the window, and tab are broken I assume that the labor to install the replacement window will also be free of charge?
Sincerely,
*** ***
Complaint: ***I appreciate the offer of a window at Gravina's cost but after all we have been through with the window already, I would not feel comfortable working with them further.I was not informed there was a showroomIt was never mentioned before this Revdex.com emailAnd actually, I did from the very beginning state the window had to be the sameThe salesman, ***, must not have forwarded that information onI do not believe that is my faultI even mentioned it to the people that measured the windowMy HOA said any custom window company should be able to make a window like mineI believe the HOA said 'like kind'.I am willing to pay half of the cost of the window - $- as a means to end this ordeal. I sent an email on November 19, stating I would be willing to pay halfI then received an email from *** at Gravina windows stating the same thing on November 21,with a price attached(See documentation below).Please just let me out if this contract and again I will pay $280.50. For this I want a letter stating contact obligation have been met and I have paid I full, which I would like before I mail the check
I am very sorry that our customer is dissatisfied with her chosen window. When she called in and told *** she needed a fixed picture window, that is exactly what she received. There are hundreds of manufacturers that make picture windows. Per terms and conditions of the contract,
the customer is responsible for getting approval from their HOA. When someone says the windows must match, and they give a style of window such as a picture window, in this case, we did what the customer wanted. At no time did she convey that the frames must match, and she should have done her due diligence by making sure with her HOA that what she ordered was what they would approve. Only after the fact, when we tried to install the widow, was Gravina's told it dd not match. She could have come to the showroom with pictures or e-mailed to *** what was acceptable to her HOA, but again we feel she was negligent in conferring this knowledge to our company. All of our customer's that deal with an HOA usually will ask for a brochure to pass along to their HOA for approval. She was negligent in procuring that information for her HOA. Terms and conditions number of the contract states "Homeowner understand if they reside in a covenant protected neighborhood or under a Homeowners Association it is the responsibility to receive approval from the HOA board." She did not do this first, as if she had procured a brochure showing the drawings and pictures of this particular window, and the HOA approved it, she would not be in this position. Gravina expended sums to build the window, and wasted time to send out our installer for install. *** wrote her an e-mail to which he gave her credit for the install portion of the contract, and generously told her we could split the cost of the material cost (window). I believe that was more than fair. Now I am faced with having to place a lien on the property for the full amount, less labor for install, which I don't want to do. She could accept ***'s initial offer, and I would help her procure a different manufacturer's window at our cost, just to help her. I will give her til Dec7th to accept or reject the offer, and then follow through with my legal rights
*** we are sorry for the issue with your gutterI do know *** and *** were out to address and hopefully fix the issue for you awhile back*** told me he had followed up with you about the leak after he fixed it and we had not had any wet weather to gauge this againstSince we have
not heard from you in awhile I would hope everything is good for you knowWe are here if you need any further assistance*** told you to contact him directly if you have nay other issuesWe will come out again if you need any further assistance
Initial Business Response /* (1000, 9, 2015/07/08) */
Customer states that we would fix the window trim so they are all uniformNo promise from this company was madeContract called for new windows to be installed and customer would furnish any necessary wood trim x material for any windows
they wanted new trim forWe used what they supplied, which they were short on materialThey also wanted us to replace some boards around a window that had wrought iron burglar guards installed, and my installer told them it needed removed because the lag screws were holding the trim, and needed removedMy installer told them when this was accomplished he would return for free and install new boardsThey say there was no communication on our part, but the customer was never around, so we couldn't communicate due to their negligenceI know this because I left several calls that went unheededThey state the workmanship is poor, however, the customer specifically told me how much she liked the windows and what a great job the installers did for themNow, it's sour grapes because after free trips to accomodate their lack of providing enough trim material, I told them we couldn't keep coming back for freeWe will be more than happy to provide whatever they would like, as long as they are willing to pay for itTheir lack of being home, and communication skills with regards to our company was horrendousMy installer's tried their best to accomodate their needs, but we can't keep coming back and performing work not included on the contractIf they would like additional services, we can come to an agreement about a bid for whatever they likeHer boyfriend keeps butting into this deal and threatened my brother about blogging about us, which he didThey sure loved everything til we shut off the freebiesEnough is enough.The nails they are talking about are penny ring shank w/ heads, when painted over will blend in with the trimAny necessary caulking to be done will be accomplished, as my installer was waiting for the customer to call him regarding some trim she wanted to pre-paintOf course, she didn't do soThe flashing is installed correctlyMy installer's will return and finish the caulking now, whether they are ready or notThey need to have a bit more communicative skills, besides threatsThey were told by my installer that the windows on the addition were different than the rest of the house, and that we have thousands of windows we have trimmed accordinglyI can send *** a copy of the contract whereby they were to furnish any necessary materialI don't want her to be mad, but she can't expect me to keep coming over 3-times when the material was supposed to be on the job when we initially installed the windowsSorry it had to come to this
***, this is *** ***. Just reviewed your message. I'm totally apologetic it has taken this much time for us to receive this toelock. The manufacturer did not send to us on a timely basis, which is no excuse. I told my service manager to contact you immediately and
get this installed for you next week. Please accept our sincere apologies and I will contact the manufacturer to see if I can get you any credit. Please feel free to contact me if any issues arise in the future.*** ***
I am very sorry that *** feels that way about our company We did mis-measure windows, as we are not 100% perfect all the time I called and left her a message regarding the final payment due and asked that she please pay us, as well as *** *** We do make things right
when we error, and there was sufficient funds withheld to cover our error by the customer The contract called for cash on completion, and the terms and conditions state that we have a right to collect funds based upon what was completed, even if some materials were reordered Our contract was with the ***, and not the insurance company The contract does not state we have to wait for the insurance company to pay the *** Her job was completed the first week in May, and they have, to date, paid in full We never put a lien on their property, and my secretary sent them a paid in full notice and a lien waiver We are very sorry about any misunderstandings
***, we are sorry about the issue with the screenNick has spoken to you many times as wellThe manufacture has tried to remake your screen multiple times and have failedI have had the manufacture contact you directly several times to give you updatesI cannot control my manufacture
and their processesWe will take care of it regardlessWe are on your side to help resolve this issue
I am sorry *** *** is unhappy that she has to pay extra for grids in her sliding glass door The contract was read and gone over with the customer by my sales rep Grids are not standard items in any patio door, they are an option *** *** says she was looking at a brochure that my
rep left with her, that shows different pictures of the door styles The picture she was looking at had a woodgrain finish (whiich is an option), it also shows brass handles (which is an option), and her door was all white with a standard white handle The contract is clear that no grids were purchased, there is even a box that shows if particular options are chosen on the contract, which was not checked People can't just assume they are getting something from pictures in a brochure She did not complain about getting a woodgrain finish, nor brass handles even though they are pictured in the brochure along with grids an options At any rate, she was not charged for grids in the first place, so it is only reasonable to assume that if she would like to have grids, she must pay for them We certainly are willing to accomodate whatever preferences she would like, but not for free That is why my contract states in big, black, bold letters "DO NOT SIGN THIS AGREEMENT BEFORE YOU READ IT, OR IF IT CONTAINS ANY BLANK SPACES, YOU ARE ENTITLED TO A COMPLETELY FILLED IN COPY OF THIS AGREEMENT." If *** *** assumed she was getting grids, she should have done her due diligence by either asking or reading the contract, which gave her a day right to rescind or add them to the initial order I am so sorry, and will order the grids immediately if she wishes to entertain an addendum to her contract
12/1--I reviewed this complaint and called Alside manager, ***, who said he ordered the screen a couple days ago. I asked how long before we receive it. He told me 2-weeks, and as soon as Alside receives it they will get the screen delivered. I am most unhappy with Alside's performance and all I can say at this point is I am extremely apologetic to our customer. They are supposed to e-mail me a copy of the order they submitted and I can forward to *** if he would like to see it.sincerely,*** ***
I am most sorry we cannot help our customer It is unfortunate that Traco went out of business Under their warranty, a service of this nature is where the manufacturer would have sent us an entire sash replacement There is no other option Since they are out of business we
cannot obtain any parts that would correspond with the manufacture of this type window We, especially do not like the unfortunate circumstance this puts us in She could purchase a new window (different manufacturer) and I would just sell it to her at cost, but it will not match her other windows In terms and conditions of her contract with Gravina's it specifically states, "SELLER MAKES NO WARRANTY OF MERCHANTABILTY OF THE GOODS OR THE FITNESS OF THE GOODS BEYOND ANY EXPRESS WARRANTY GIVEN BY THE MANUFACTURER OF SUCH GOODS NO IMPLIED OR EXPRESS WARRANTIES EXTEND BEYOND THE DESCRIPTION ON THE FACE HEREOF (the front of her contract) I above all wish there was a solution where I could find replacement parts to help her out If she would like to come to my showroom and pick an alternate window, I would provide it to her at cost The Gravina warranty which she has, just reiterates what the manufacturer's warranty is The terms and conditions of the contract takes precedence.thank you,*** ***
The customer has been contacted and Gravina's are ordering a new sash for replacement of a broken part, which the customer broke when they slammed the window shut. Under our warranty arrangement, the new sash will be provided at no charge to the customer, and she is aware that it will take
about a month to receive the part necessary for repair from our manufacturer
Complaint: ***
I am rejecting this response because: I still have not received a replacement screen.I realize this is a supplier issue but I believe the prime contractor has to be held accountable*** *** of Alside Supply delivered a screen yesterdayUnfortunately the screen did not have the center partition to match the other/similar window screen adjacent to itIt is now 11/and I still don't have the final productMy initial request was in late August*** said he would make another request to get the proper screen made I honestly don't know at this point what else to do i've contacted *** many times and even reached out to the operations folks in Akron OhioThere is obviously a communications failure somewhereI'm starting to think it's *** ***
Sincerely,
*** ***
My office girl, *** did in fact e-mail her a paid receipt She made a typo on the *** e-mail, it was not malicious, as *** *** would have you believe This was an honest mistake.When I left her a message regarding the balance due on her account, I was very nice She should be able to produce a copy of this as it was left on her phone recorder, and if she can produce it, I would love to see what threatening manner I used They withheld just under $5,for windows misbuilt for quite awhile which we were cordial enough to put up with She wanted to withhold the balance due to me at the end til her roof, and all the other hail damaged items were complete, and I wanted paid per contract terms and conditions I did not enforce terms and conditions of contract which gives me the right to collect what sums I deem necessary, and the contract has a clause regarding not withholding money due to backordered material, which again was not enforced The whole crux of this is the *** received a great window and great installation evidenced by the fact she gave us all 'A's on the review report That should be the most important part of customer service.Inasmuch as she wants to bully me into signing her cease and desist contract, I will in no way sign a legal document written in order to incriminate me, and my company If she would like to set an appointment at my office at her convenience, I would love for her to be able to come and confer with me This world has too many problems to let some inconsequential gripes about payments due, and the unfortunate mistake of a secretary regarding the e-mail "PAID IN FULL." She was mailed the manufacturer's warranty, which normally takes about weeks after an account is fully paid It should be in her possession.If *** *** feels she has legal action against Gravina's, please know that I will vigorously defend my company and pursuit any legal actions that I may haveI hope all this can come to a halt, and the *** will be able to enjoy their new windows Again, I appreciate the business.Thank you and sincerely, *** ***
I am very sorry that [redacted] feels that way about our company We did mis-measure windows, as we are not 100% perfect all the time I called and left her a message regarding the final payment due and asked that she please pay us, as well as [redacted] We do make things right when we error, and there was sufficient funds withheld to cover our error by the customer The contract called for cash on completion, and the terms and conditions state that we have a right to collect funds based upon what was completed, even if some materials were reordered Our contract was with the [redacted] , and not the insurance company The contract does not state we have to wait for the insurance company to pay the [redacted] Her job was completed the first week in May, and they have, to date, paid in full We never put a lien on their property, and my secretary sent them a paid in full notice and a lien waiver We are very sorry about any misunderstandings
[redacted] , this is [redacted] Just reviewed your message I'm totally apologetic it has taken this much time for us to receive this toelock The manufacturer did not send to us on a timely basis, which is no excuse I told my service manager to contact you immediately and get this installed for you next week Please accept our sincere apologies and I will contact the manufacturer to see if I can get you any credit Please feel free to contact me if any issues arise in the future[redacted]
I am very sorry that our customer is dissatisfied with her chosen window When she called in and told [redacted] she needed a fixed picture window, that is exactly what she received There are hundreds of manufacturers that make picture windows Per terms and conditions of the contract, the customer is responsible for getting approval from their HOA When someone says the windows must match, and they give a style of window such as a picture window, in this case, we did what the customer wanted At no time did she convey that the frames must match, and she should have done her due diligence by making sure with her HOA that what she ordered was what they would approve Only after the fact, when we tried to install the widow, was Gravina's told it dd not match She could have come to the showroom with pictures or e-mailed to [redacted] what was acceptable to her HOA, but again we feel she was negligent in conferring this knowledge to our company All of our customer's that deal with an HOA usually will ask for a brochure to pass along to their HOA for approval She was negligent in procuring that information for her HOA Terms and conditions number of the contract states "Homeowner understand if they reside in a covenant protected neighborhood or under a Homeowners Association it is the responsibility to receive approval from the HOA board." She did not do this first, as if she had procured a brochure showing the drawings and pictures of this particular window, and the HOA approved it, she would not be in this position Gravina expended sums to build the window, and wasted time to send out our installer for install [redacted] wrote her an e-mail to which he gave her credit for the install portion of the contract, and generously told her we could split the cost of the material cost (window) I believe that was more than fair Now I am faced with having to place a lien on the property for the full amount, less labor for install, which I don't want to do She could accept ***'s initial offer, and I would help her procure a different manufacturer's window at our cost, just to help her I will give her til Dec7th to accept or reject the offer, and then follow through with my legal rights
I am sorry [redacted] is unhappy that she has to pay extra for grids in her sliding glass door The contract was read and gone over with the customer by my sales rep Grids are not standard items in any patio door, they are an option [redacted] says she was looking at a brochure that my rep left with her, that shows different pictures of the door styles The picture she was looking at had a woodgrain finish (whiich is an option), it also shows brass handles (which is an option), and her door was all white with a standard white handle The contract is clear that no grids were purchased, there is even a box that shows if particular options are chosen on the contract, which was not checked People can't just assume they are getting something from pictures in a brochure She did not complain about getting a woodgrain finish, nor brass handles even though they are pictured in the brochure along with grids an options At any rate, she was not charged for grids in the first place, so it is only reasonable to assume that if she would like to have grids, she must pay for them We certainly are willing to accomodate whatever preferences she would like, but not for free That is why my contract states in big, black, bold letters "DO NOT SIGN THIS AGREEMENT BEFORE YOU READ IT, OR IF IT CONTAINS ANY BLANK SPACES, YOU ARE ENTITLED TO A COMPLETELY FILLED IN COPY OF THIS AGREEMENT." If [redacted] assumed she was getting grids, she should have done her due diligence by either asking or reading the contract, which gave her a day right to rescind or add them to the initial order I am so sorry, and will order the grids immediately if she wishes to entertain an addendum to her contract
The customer has been contacted and Gravina's are ordering a new sash for replacement of a broken part, which the customer broke when they slammed the window shut Under our warranty arrangement, the new sash will be provided at no charge to the customer, and she is aware that it will take about a month to receive the part necessary for repair from our manufacturer
We are very sorry for the length of time to complete your projectWe did complete this job last weekIf there is anything we can address please let us knowThank you for your business
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11183615, and find that this resolution is satisfactory to me Gravina"s Windows should be advised that the reason why the window had to be slammed was that the security tab popped out while the window was opened, so the tab was between window panes, making it impossible to close The security tab's malfunctioned and could not be reached in this position Therefore, the window, and tab are broken I assume that the labor to install the replacement window will also be free of charge?
Sincerely,
*** ***
Complaint: ***I appreciate the offer of a window at Gravina's cost but after all we have been through with the window already, I would not feel comfortable working with them further.I was not informed there was a showroomIt was never mentioned before this Revdex.com emailAnd actually, I did from the very beginning state the window had to be the sameThe salesman, ***, must not have forwarded that information onI do not believe that is my faultI even mentioned it to the people that measured the windowMy HOA said any custom window company should be able to make a window like mineI believe the HOA said 'like kind'.I am willing to pay half of the cost of the window - $- as a means to end this ordeal. I sent an email on November 19, stating I would be willing to pay halfI then received an email from *** at Gravina windows stating the same thing on November 21,with a price attached(See documentation below).Please just let me out if this contract and again I will pay $280.50. For this I want a letter stating contact obligation have been met and I have paid I full, which I would like before I mail the check
I am very sorry that our customer is dissatisfied with her chosen window. When she called in and told *** she needed a fixed picture window, that is exactly what she received. There are hundreds of manufacturers that make picture windows. Per terms and conditions of the contract,
the customer is responsible for getting approval from their HOA. When someone says the windows must match, and they give a style of window such as a picture window, in this case, we did what the customer wanted. At no time did she convey that the frames must match, and she should have done her due diligence by making sure with her HOA that what she ordered was what they would approve. Only after the fact, when we tried to install the widow, was Gravina's told it dd not match. She could have come to the showroom with pictures or e-mailed to *** what was acceptable to her HOA, but again we feel she was negligent in conferring this knowledge to our company. All of our customer's that deal with an HOA usually will ask for a brochure to pass along to their HOA for approval. She was negligent in procuring that information for her HOA. Terms and conditions number of the contract states "Homeowner understand if they reside in a covenant protected neighborhood or under a Homeowners Association it is the responsibility to receive approval from the HOA board." She did not do this first, as if she had procured a brochure showing the drawings and pictures of this particular window, and the HOA approved it, she would not be in this position. Gravina expended sums to build the window, and wasted time to send out our installer for install. *** wrote her an e-mail to which he gave her credit for the install portion of the contract, and generously told her we could split the cost of the material cost (window). I believe that was more than fair. Now I am faced with having to place a lien on the property for the full amount, less labor for install, which I don't want to do. She could accept ***'s initial offer, and I would help her procure a different manufacturer's window at our cost, just to help her. I will give her til Dec7th to accept or reject the offer, and then follow through with my legal rights
*** we are sorry for the issue with your gutterI do know *** and *** were out to address and hopefully fix the issue for you awhile back*** told me he had followed up with you about the leak after he fixed it and we had not had any wet weather to gauge this againstSince we have
not heard from you in awhile I would hope everything is good for you knowWe are here if you need any further assistance*** told you to contact him directly if you have nay other issuesWe will come out again if you need any further assistance
Initial Business Response /* (1000, 9, 2015/07/08) */
Customer states that we would fix the window trim so they are all uniformNo promise from this company was madeContract called for new windows to be installed and customer would furnish any necessary wood trim x material for any windows
they wanted new trim forWe used what they supplied, which they were short on materialThey also wanted us to replace some boards around a window that had wrought iron burglar guards installed, and my installer told them it needed removed because the lag screws were holding the trim, and needed removedMy installer told them when this was accomplished he would return for free and install new boardsThey say there was no communication on our part, but the customer was never around, so we couldn't communicate due to their negligenceI know this because I left several calls that went unheededThey state the workmanship is poor, however, the customer specifically told me how much she liked the windows and what a great job the installers did for themNow, it's sour grapes because after free trips to accomodate their lack of providing enough trim material, I told them we couldn't keep coming back for freeWe will be more than happy to provide whatever they would like, as long as they are willing to pay for itTheir lack of being home, and communication skills with regards to our company was horrendousMy installer's tried their best to accomodate their needs, but we can't keep coming back and performing work not included on the contractIf they would like additional services, we can come to an agreement about a bid for whatever they likeHer boyfriend keeps butting into this deal and threatened my brother about blogging about us, which he didThey sure loved everything til we shut off the freebiesEnough is enough.The nails they are talking about are penny ring shank w/ heads, when painted over will blend in with the trimAny necessary caulking to be done will be accomplished, as my installer was waiting for the customer to call him regarding some trim she wanted to pre-paintOf course, she didn't do soThe flashing is installed correctlyMy installer's will return and finish the caulking now, whether they are ready or notThey need to have a bit more communicative skills, besides threatsThey were told by my installer that the windows on the addition were different than the rest of the house, and that we have thousands of windows we have trimmed accordinglyI can send *** a copy of the contract whereby they were to furnish any necessary materialI don't want her to be mad, but she can't expect me to keep coming over 3-times when the material was supposed to be on the job when we initially installed the windowsSorry it had to come to this
***, this is *** ***. Just reviewed your message. I'm totally apologetic it has taken this much time for us to receive this toelock. The manufacturer did not send to us on a timely basis, which is no excuse. I told my service manager to contact you immediately and
get this installed for you next week. Please accept our sincere apologies and I will contact the manufacturer to see if I can get you any credit. Please feel free to contact me if any issues arise in the future.*** ***
I am very sorry that *** feels that way about our company We did mis-measure windows, as we are not 100% perfect all the time I called and left her a message regarding the final payment due and asked that she please pay us, as well as *** *** We do make things right
when we error, and there was sufficient funds withheld to cover our error by the customer The contract called for cash on completion, and the terms and conditions state that we have a right to collect funds based upon what was completed, even if some materials were reordered Our contract was with the ***, and not the insurance company The contract does not state we have to wait for the insurance company to pay the *** Her job was completed the first week in May, and they have, to date, paid in full We never put a lien on their property, and my secretary sent them a paid in full notice and a lien waiver We are very sorry about any misunderstandings
***, we are sorry about the issue with the screenNick has spoken to you many times as wellThe manufacture has tried to remake your screen multiple times and have failedI have had the manufacture contact you directly several times to give you updatesI cannot control my manufacture
and their processesWe will take care of it regardlessWe are on your side to help resolve this issue
I am sorry *** *** is unhappy that she has to pay extra for grids in her sliding glass door The contract was read and gone over with the customer by my sales rep Grids are not standard items in any patio door, they are an option *** *** says she was looking at a brochure that my
rep left with her, that shows different pictures of the door styles The picture she was looking at had a woodgrain finish (whiich is an option), it also shows brass handles (which is an option), and her door was all white with a standard white handle The contract is clear that no grids were purchased, there is even a box that shows if particular options are chosen on the contract, which was not checked People can't just assume they are getting something from pictures in a brochure She did not complain about getting a woodgrain finish, nor brass handles even though they are pictured in the brochure along with grids an options At any rate, she was not charged for grids in the first place, so it is only reasonable to assume that if she would like to have grids, she must pay for them We certainly are willing to accomodate whatever preferences she would like, but not for free That is why my contract states in big, black, bold letters "DO NOT SIGN THIS AGREEMENT BEFORE YOU READ IT, OR IF IT CONTAINS ANY BLANK SPACES, YOU ARE ENTITLED TO A COMPLETELY FILLED IN COPY OF THIS AGREEMENT." If *** *** assumed she was getting grids, she should have done her due diligence by either asking or reading the contract, which gave her a day right to rescind or add them to the initial order I am so sorry, and will order the grids immediately if she wishes to entertain an addendum to her contract
12/1--I reviewed this complaint and called Alside manager, ***, who said he ordered the screen a couple days ago. I asked how long before we receive it. He told me 2-weeks, and as soon as Alside receives it they will get the screen delivered. I am most unhappy with Alside's performance and all I can say at this point is I am extremely apologetic to our customer. They are supposed to e-mail me a copy of the order they submitted and I can forward to *** if he would like to see it.sincerely,*** ***
I am most sorry we cannot help our customer It is unfortunate that Traco went out of business Under their warranty, a service of this nature is where the manufacturer would have sent us an entire sash replacement There is no other option Since they are out of business we
cannot obtain any parts that would correspond with the manufacture of this type window We, especially do not like the unfortunate circumstance this puts us in She could purchase a new window (different manufacturer) and I would just sell it to her at cost, but it will not match her other windows In terms and conditions of her contract with Gravina's it specifically states, "SELLER MAKES NO WARRANTY OF MERCHANTABILTY OF THE GOODS OR THE FITNESS OF THE GOODS BEYOND ANY EXPRESS WARRANTY GIVEN BY THE MANUFACTURER OF SUCH GOODS NO IMPLIED OR EXPRESS WARRANTIES EXTEND BEYOND THE DESCRIPTION ON THE FACE HEREOF (the front of her contract) I above all wish there was a solution where I could find replacement parts to help her out If she would like to come to my showroom and pick an alternate window, I would provide it to her at cost The Gravina warranty which she has, just reiterates what the manufacturer's warranty is The terms and conditions of the contract takes precedence.thank you,*** ***
The customer has been contacted and Gravina's are ordering a new sash for replacement of a broken part, which the customer broke when they slammed the window shut. Under our warranty arrangement, the new sash will be provided at no charge to the customer, and she is aware that it will take
about a month to receive the part necessary for repair from our manufacturer
Complaint: ***
I am rejecting this response because: I still have not received a replacement screen.I realize this is a supplier issue but I believe the prime contractor has to be held accountable*** *** of Alside Supply delivered a screen yesterdayUnfortunately the screen did not have the center partition to match the other/similar window screen adjacent to itIt is now 11/and I still don't have the final productMy initial request was in late August*** said he would make another request to get the proper screen made I honestly don't know at this point what else to do i've contacted *** many times and even reached out to the operations folks in Akron OhioThere is obviously a communications failure somewhereI'm starting to think it's *** ***
Sincerely,
*** ***
My office girl, *** did in fact e-mail her a paid receipt She made a typo on the *** e-mail, it was not malicious, as *** *** would have you believe This was an honest mistake.When I left her a message regarding the balance due on her account, I was very nice She should be able to produce a copy of this as it was left on her phone recorder, and if she can produce it, I would love to see what threatening manner I used They withheld just under $5,for windows misbuilt for quite awhile which we were cordial enough to put up with She wanted to withhold the balance due to me at the end til her roof, and all the other hail damaged items were complete, and I wanted paid per contract terms and conditions I did not enforce terms and conditions of contract which gives me the right to collect what sums I deem necessary, and the contract has a clause regarding not withholding money due to backordered material, which again was not enforced The whole crux of this is the *** received a great window and great installation evidenced by the fact she gave us all 'A's on the review report That should be the most important part of customer service.Inasmuch as she wants to bully me into signing her cease and desist contract, I will in no way sign a legal document written in order to incriminate me, and my company If she would like to set an appointment at my office at her convenience, I would love for her to be able to come and confer with me This world has too many problems to let some inconsequential gripes about payments due, and the unfortunate mistake of a secretary regarding the e-mail "PAID IN FULL." She was mailed the manufacturer's warranty, which normally takes about weeks after an account is fully paid It should be in her possession.If *** *** feels she has legal action against Gravina's, please know that I will vigorously defend my company and pursuit any legal actions that I may haveI hope all this can come to a halt, and the *** will be able to enjoy their new windows Again, I appreciate the business.Thank you and sincerely, *** ***