From: [redacted]<[redacted]>Date: Wed, Apr 13, 2016 at 8:42 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]Hi [redacted]Thank you for your call to clarify when...
the issues with Vienna Appliance. I double checked my records and the last visit for attempted repair was Dec. 15, 2015.I asked for a refund from the business 3 times. The first refund request I made happened after the last attempted repair and was on Dec. 17, 2015.Thank you.-[redacted]
Initial Business Response /* (1000, 5, 2016/01/05) */
Autumn Exteriors did order the correct number of windows to complete the job. The delay was due to an error by the supplier. We worked vigorously with the supplier to correct the error and contacted Mr. [redacted] multiple times to inform him of the...
situation and progress thereof. We can certainly provide Mr. [redacted] with a letter from the supplier stating such if need be.
As far as, the home improvement project and the completion our file is still open and waiting on the Deed of Trust to be returned to our office pursuant to our contract. Once we have received all the paperwork we will be more than happy to mail Mr. [redacted] a gift card. At Autumn Exteriors any gift card owed to a customer is only mailed out upon completion of the job. In this case, as soon as we receive all the required documents we will be more than happy to send same.
Autumn Exteriors honors all lifetime warranties specified in our contract.
Autumn Exteriors values your patronage as a customer and we are grateful to have the pleasure of doing business with you.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Autumn Exteriors did not contact me multiple times to inform me of the situation. Instead when we called we were told that we would be called back numerous times to inform us of the situation. These phone calls were never returned as we were told. Furthermore, we were informed that we were not valued customer since we used your financing program versus being a cash customer. We were actually told this was the reason in our delay and that a window was not measured. It is hard to determine which part is the truth. Also, I never received all the paperwork you require. Your company has never notified me of any missing documentation. I was even mailed a letter with payment book that never informed us of missing papers. We returned all paperwork supplied to us. I have contacted your office in they are supposed to be mailing me the missing papers. I will return promptly and look forward to the gift card in the mail. I have based on your response chosen to at this time accept your response.
I am in receipt of the complaint filed by our customer, [redacted]. On September 12, 2017, all issues were resolved and we received a signed completion slip from Ms. [redacted].Additionally, we are taking the necessary steps to prevent such issues in the future. I do sincerely, apologize for the...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2017/06/20) */
To Whom It May Concern:
I, sincerely apologize for any inconvenience these issues may have caused you. I have taken the liberty to address all concerns with my staff that are mentioned in the[redacted]' complaint with the Better Business...
Bureau.
We are and have been in the process of addressing all of the[redacted]' issues to date. Mr.[redacted]' was made aware (via-text message) on June 9, 2017, that our project manager took vacation from June 12, 2017 thru June 20, 2017.
Additionally, Mr.[redacted]' agreed to a meeting with our project manager the week of the June 19th.
I feel this complaint is merely premature and unjust due to the fact we have been communicating and making arrangements to meet with the[redacted]'.
Additionally, one of the concerns addressed by the[redacted]' is storm damage. In referencing their contract paragraph 7 (A) of the disclaimer states the warranty does not cover any damage caused by "natural disaster or "acts of God". However, our warranties do cover defects in material and/or workmanship.
In view of these mishaps we are grateful for their home improvement interest with our company and are in hopes of rectifying all of their concerns.
Initial Consumer Rebuttal /* (3000, 7, 2017/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While [redacted] did explain that we agreed to meet with [redacted] the week of the 19th, she did not address any of the concerns in the complaint (installation issues, siding coming off of the house, missing siding in one area.) However, [redacted] did reference paragraph 7(A) of the contract which states that damage from "Acts of god" are not covered (this was a result of a normal spring storm, which in no way meets the threshold of an act of god-natural disaster), but that the warranty does cover defects in workmanship. I appreciate the clarification as the damage is a result of poor workmanship, specifically improper installation as witnessed by [redacted] (June 22, 2017) and reported to the company May 1, 2017 (before the siding detached from the house.) In her response, [redacted] stated that my complaint is "premature". The siding work was completed on April 9, 68 days before I filed the complaint. I notified [redacted] that I would file the complaint on June 16th, if they failed to contact me by close of business. When I mentioned this to [redacted], she responded that [redacted] was on vacation and that [redacted] is the person who contacts the customers, not anyone else. [redacted] verbally told me I had "slandered" the company by filing this complaint and repeatedly argued with me regarding my feedback, even stating (as seen in her response) that my complaint was "premature." I believe the 8 emails and myriad of phone calls and text messages clearly demonstrate the extreme patience I have had with [redacted] through this job. [redacted]'s customer service is sub par at best. Prior to my interaction with [redacted], I assumed this was simply a problem with the subcontractors. I now better understand that our experience is simply a result of the customer service that this company delivers.
That being said, [redacted] visited our house and noted the deficiencies. He was extremely apologetic and understanding of our frustrations. [redacted]'s customer service was excellent and I appreciated his calm demeanor. [redacted] has agreed, in writing, to fix our home, at the end of this week (week of July 3rd, 2017.)
I respectfully request that this complaint remains open, pending the completion of the work on our house. If [redacted] repairs all requested items, this can be closed as completed to the terms of our contract.
Final Business Response /* (4000, 9, 2017/07/10) */
The original installer will arrive at the[redacted]' home on July 10, 2017. We will be addressing any and all issues with the[redacted]' in hopes for a speedy resolution. We have notified Mr.[redacted] via text message of the arrival date.
Again, we are grateful for their interest with our Company and feel hopeful that we can resolve concerns.
Final Consumer Response /* (2000, 11, 2017/07/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted]'s subcontractor M&M siding completed the majority of the work today. I cannot speak to the installation, but was assured by [redacted] from [redacted] that it was done correctly. I appreciate the assistance of the Revdex.com throughout this issue. This matter can be closed.
From: [redacted]<[redacted]>Date: Wed, Apr 13, 2016 at 8:42 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]Hi [redacted]Thank you for your call to clarify when...
the issues with Vienna Appliance. I double checked my records and the last visit for attempted repair was Dec. 15, 2015.I asked for a refund from the business 3 times. The first refund request I made happened after the last attempted repair and was on Dec. 17, 2015.Thank you.-[redacted]
Initial Business Response /* (1000, 5, 2016/01/05) */
Autumn Exteriors did order the correct number of windows to complete the job. The delay was due to an error by the supplier. We worked vigorously with the supplier to correct the error and contacted Mr. [redacted] multiple times to inform him of the...
situation and progress thereof. We can certainly provide Mr. [redacted] with a letter from the supplier stating such if need be.
As far as, the home improvement project and the completion our file is still open and waiting on the Deed of Trust to be returned to our office pursuant to our contract. Once we have received all the paperwork we will be more than happy to mail Mr. [redacted] a gift card. At Autumn Exteriors any gift card owed to a customer is only mailed out upon completion of the job. In this case, as soon as we receive all the required documents we will be more than happy to send same.
Autumn Exteriors honors all lifetime warranties specified in our contract.
Autumn Exteriors values your patronage as a customer and we are grateful to have the pleasure of doing business with you.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Autumn Exteriors did not contact me multiple times to inform me of the situation. Instead when we called we were told that we would be called back numerous times to inform us of the situation. These phone calls were never returned as we were told. Furthermore, we were informed that we were not valued customer since we used your financing program versus being a cash customer. We were actually told this was the reason in our delay and that a window was not measured. It is hard to determine which part is the truth. Also, I never received all the paperwork you require. Your company has never notified me of any missing documentation. I was even mailed a letter with payment book that never informed us of missing papers. We returned all paperwork supplied to us. I have contacted your office in they are supposed to be mailing me the missing papers. I will return promptly and look forward to the gift card in the mail. I have based on your response chosen to at this time accept your response.
I am in receipt of the complaint filed by our customer, [redacted]. On September 12, 2017, all issues were resolved and we received a signed completion slip from Ms. [redacted].Additionally, we are taking the necessary steps to prevent such issues in the future. I do sincerely, apologize for the...
mishap.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2017/06/20) */
To Whom It May Concern:
I, sincerely apologize for any inconvenience these issues may have caused you. I have taken the liberty to address all concerns with my staff that are mentioned in the[redacted]' complaint with the Better Business...
Bureau.
We are and have been in the process of addressing all of the[redacted]' issues to date. Mr.[redacted]' was made aware (via-text message) on June 9, 2017, that our project manager took vacation from June 12, 2017 thru June 20, 2017.
Additionally, Mr.[redacted]' agreed to a meeting with our project manager the week of the June 19th.
I feel this complaint is merely premature and unjust due to the fact we have been communicating and making arrangements to meet with the[redacted]'.
Additionally, one of the concerns addressed by the[redacted]' is storm damage. In referencing their contract paragraph 7 (A) of the disclaimer states the warranty does not cover any damage caused by "natural disaster or "acts of God". However, our warranties do cover defects in material and/or workmanship.
In view of these mishaps we are grateful for their home improvement interest with our company and are in hopes of rectifying all of their concerns.
Initial Consumer Rebuttal /* (3000, 7, 2017/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While [redacted] did explain that we agreed to meet with [redacted] the week of the 19th, she did not address any of the concerns in the complaint (installation issues, siding coming off of the house, missing siding in one area.) However, [redacted] did reference paragraph 7(A) of the contract which states that damage from "Acts of god" are not covered (this was a result of a normal spring storm, which in no way meets the threshold of an act of god-natural disaster), but that the warranty does cover defects in workmanship. I appreciate the clarification as the damage is a result of poor workmanship, specifically improper installation as witnessed by [redacted] (June 22, 2017) and reported to the company May 1, 2017 (before the siding detached from the house.) In her response, [redacted] stated that my complaint is "premature". The siding work was completed on April 9, 68 days before I filed the complaint. I notified [redacted] that I would file the complaint on June 16th, if they failed to contact me by close of business. When I mentioned this to [redacted], she responded that [redacted] was on vacation and that [redacted] is the person who contacts the customers, not anyone else. [redacted] verbally told me I had "slandered" the company by filing this complaint and repeatedly argued with me regarding my feedback, even stating (as seen in her response) that my complaint was "premature." I believe the 8 emails and myriad of phone calls and text messages clearly demonstrate the extreme patience I have had with [redacted] through this job. [redacted]'s customer service is sub par at best. Prior to my interaction with [redacted], I assumed this was simply a problem with the subcontractors. I now better understand that our experience is simply a result of the customer service that this company delivers.
That being said, [redacted] visited our house and noted the deficiencies. He was extremely apologetic and understanding of our frustrations. [redacted]'s customer service was excellent and I appreciated his calm demeanor. [redacted] has agreed, in writing, to fix our home, at the end of this week (week of July 3rd, 2017.)
I respectfully request that this complaint remains open, pending the completion of the work on our house. If [redacted] repairs all requested items, this can be closed as completed to the terms of our contract.
Final Business Response /* (4000, 9, 2017/07/10) */
The original installer will arrive at the[redacted]' home on July 10, 2017. We will be addressing any and all issues with the[redacted]' in hopes for a speedy resolution. We have notified Mr.[redacted] via text message of the arrival date.
Again, we are grateful for their interest with our Company and feel hopeful that we can resolve concerns.
Final Consumer Response /* (2000, 11, 2017/07/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted]'s subcontractor M&M siding completed the majority of the work today. I cannot speak to the installation, but was assured by [redacted] from [redacted] that it was done correctly. I appreciate the assistance of the Revdex.com throughout this issue. This matter can be closed.