Harvey Building Products

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Regards, [redacted] ***

Harvey Building Products is happy to keep this issue open until the new window unit is deliveredThank you

Revdex.com: I did speak with [redacted] and he addressed my concerns and gave us a full credit for the amounts in questionI would like to withdraw the complaint if possible Regards, [redacted]

A representative from Harvey has been in touch with this company and this matter has been straightened outThe company has told us that they are withdrawing this complaint?

We have contacted this customer and have been able to identifyand order the material he needs.We will be providing a full credit for theoriginal order

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues
and/or concerns in reference to complaint # ***.
Please keep this matter open until July 20th, until we have received delivery of the new window unit The response to replace the window initially rejected with ZERO option and absolute refusal to replace despite the evidence presented I find this type of customer service deplorable, and often ask where has the service industry gone with respect to standing by their products and the people the vendor works with I do not think that if there is an issue with a product, one has to reach out to the Revdex.com to mitigate Thank you for your time, and please reach out to me after the 20th for confirmation
Regards,
*** ***

Our Field Service team has been in touch with Mr***; we have offered a new replacement window at no charge and he has accepted

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
[Yes, I contacted Harvey Windows in August and the first person I spoke to was [redacted].  I tried to explain to [redacted] the issues I was having with my Harvey Windows; I mentioned to him that bugs were entering my home through the window screens.  He stated that it is normal for bugs to enter through the window screen; his answer was ridiculous.  [redacted] answer proves his lack of knowledge of the products that Harvey Window sells, the company that he works for.  The purpose of the window screens is to prevent the bugs from entering the house.  I asked [redacted] to transfer me to a manager but [redacted] refused to transfer me to the manager and he terminated the call.   [redacted] is a very rude, disrespectful and obnoxious individual that lack knowledge of the products his company offer.  In addition, he is a liar because he never mentioned anything about the service fee or service policy in our short conversation.  Really, [redacted] you are going as far to say that I threat you, that I sayed “if I was there you wouldn’t believe what I would do to you”.  We can take this matter up in court and you can prove it in front of the Judge that I said such stupid comment.  Also, that you expressed to me, that you were feeling uncomfortable with the call and our conversation, really, when was that during our short conversation or after you hang up the telephone.  I have a copy of the warranty contract that states that Harvey Windows are warranty for a lifetime for manufacture issues.  Obviously, the problem with the windows is a manufacturing issues and the windows were damaged before installed by the contractor.  The frame of the big windows was bowed or bend.    I did call back and spoked to a customer service representative that I explained the issues I was having with the Harvey Windows and he stated that the warranty doesn’t cover the windows screens issues.  Then I asked to be transfer to a manager and he did transfer me to a manager that I left a message on the voicemail because the manager didn’t pick up.  Mr. [redacted], manager did return my call and I acknowledge his call by leaving a message on his voice mail.  I said that I was working with Mr. [redacted] on the windows issue and will contact him back after the windows issue were corrected.  On September 9, 2017, after the windows were fix, I did follow up and called Mr. [redacted] and left a message on his voice mail but I have not received a call from Mr. [redacted].  However, I did receive a called from Mr. [redacted] on September 12, 2017; stating why I didn’t called earlier because the windows are from 2014 and that they do free service for the first year of the windows, which he never mentioned during our discussion of the windows before this conversation.  However, even though I noticed bugs immediately after the windows were installed, I didn’t realize that the invasion of bugs was related to the windows.  I realized the invasion of bugs was related to the windows because in 2017, I proceed to open the living room windows and realized there were bugs between the screen and the glass window.  As of today, I haven’t received a call from Mr. [redacted].I did email Harvey Windows on August 15, 2017 regarding the windows issue because I was not getting anywhere with the customer service representatives to help me resolve the issues with the windows.  Mr. [redacted] did respond to my email message and I provided him with all the information I had to determine what was the problem with the Harvey Windows.  During our conversation, I noticed that the screens were loose and provided pictures to Mr. [redacted] on his request.  Mr. [redacted] did mentioned about the fee for $135.00 which I didn’t agree to because the problem was a manufacturing issue.  However, he did say that he will determined if the issue was manufacturing, contractor or house settling issue and that he will be issuing a report of the results.  I still waiting for a copy of such report?  On the service day Mr. [redacted] mentioned that the issue was that on the living room and dining room windows that are bigger and have a big glass in the middle and two small windows on the side, the bar that connects both windows was not sealed correctly and that’s how the bugs were getting into my house.  Mr. [redacted] is aware that I didn’t agree to pay for an issue that is a manufacturing issue and he know it is and that is why I refuse to pay.  Where is the report of his investigation?  During the Harvey Windows service a friend was visiting and he mentioned that he used to work for a window company and stated that the issue I was having was a common manufacturing issue.  Basically, Mr. [redacted] and all Harvey Window Staff should have known that the issues I was having with the Harvey windows is an easy fix and they could have explained to me how to fix the issue or sent me a video of the issue for me to fix it.  My friend showed me how to correct the issue instead Harvey Windows puts me through all this nonsense for something I could have easily fix myself. After the service, I had a heated conversation with Mr. [redacted] about the issues with my Harvey Windows and how it was a manufacturing issue.  I told him I was not paying for something is cover under my Harvey Windows warranty.  I also let him know I was stopping the check because I was not paying for something that is cover under the warranty.  Obviously, we know now that is a manufacturing issue that is very common and that the staff could have told me how to fix it.  Of course, I will not take nonsense from the staff at Harvey Windows, if warranty is offer for the Harvey Windows then honor and stop denying customers the service they pay for.Let me clarify, the screens were not bowed, what was bowed was the frame or divider that connect the windows to the glass in the middle of the windows in my living room and dining room and this is a manufacturing issues that is very common.  Let me quote Harvey Windows warranty papers;” Thank you for choosing the finest windows available for your Home”.  “your new Harvey windows will provide years of energy efficient and trouble-free performance.”  “Harvey vinyl windows are manufactured from raw material of the highest quality using the most up-to-date and modern production techniques”.  However, you want me to believe that with the quality of the Harvey windows they can get bent during installation or after installation.  How? With strong or opening and closing the Harvey windows.  I also question Mr. [redacted] on the fee because the issue is a manufacturing issue but his respond was that he doesn’t know anything about it, he is the service person.  Mr. [redacted] wrote up a receipt with a number that I can contact regarding the fee.  Obviously, Harvey Windows staff is lying because they never contacted me, I contacted them and tried to resolve the issue with no luck.  During our conversation I told Mr. [redacted] that I was not paying and that I will stop the check because the issue is a manufacturing issue and they are responsible to fix.  I can’t believe that these employees are so dishonest and liars saying that they contacted me after the service regarding the payment when they never did.  Provide me statement of telephone calls where your staff called me after the service day or any call from Harvey Windows.  I received one called from Mr. [redacted], manager from telephone number [redacted] on August 17, 2017 and another called from Mr. [redacted] on September 12, 2017, that Mr. [redacted] told him to call me because he was in a meeting. Thank you, [redacted]   Regards,
[redacted]

Revdex.com:
I did speak with [redacted] and he addressed my concerns and gave us a full credit for the amounts in question. I would like to withdraw the complaint if possible.
Regards,
[redacted]

Mrs. [redacted], We apologize for the service you experienced.  Harvey takes great pride in the quality of its product and service to our customers.  We will use this experience as a coaching tool to review with our employees.  While your conversation with [redacted] was not recorded, the email dialogue between you and [redacted] was and is attached to this Revdex.com complaint.  [redacted] apologized to you for your experience and also explained there would be a service fee for a technician to visit your home, which was not conditional on whether the technician found a manufacturing issue or not.  In your email conversation with [redacted], you approved the visit after he was unable to diagnose the issue from the pictures that you sent him.  In his follow up communication to you he clearly indicates there would be a service fee associated with sending a technician to your home.  Further, you would have been reminded of the fee during the service scheduling process.  Part of our scheduling confirmation script is to confirm with homeowners that there would be a service fee due upon completion of the service visit.  While our warranties cover replacement product associated with manufacturing issues or defects, it does not provide or cover costs associated with technician visits to your home.  As you requested, our report provided by the technician regarding the screens at your home is as follows: “Spent quite some time discussing bug and screens on these 3 year old windows. No screens were loose, in fact all rolling units had 2 screens. The only issue was bowed screen mullions on 2 three wides. Removed bow in mullions.”   The report states there was a bow in the screen mullion, we do not know where this bow occurred and it is not considered a common manufacturing issue.  Given that you took the time to take pictures and send them to our customer service rep and we were unable to identify what the issue was without sending a technician, Harvey has decided to waive the related service fee.  However, while we will not pursue the balance of the service fee the bank charge resulting from the cancelled check will remain on your account as unpaid.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
 
Regards,
[redacted]

Mrs. [redacted] contacted Harvey Building Products customer service office in August.  She initially spoke with a customer service representative named [redacted], who attempted to assist her with her issue.  She indicated there was something wrong with her windows as she felt that bugs were coming...

through them.  [redacted] attempted to diagnose the problem over the phone but there was not enough information provided to understand what might be wrong with the windows.  He offered a technician to visit her home but indicated there would be a service fee.  She was upset by the service fee and indicated she didn’t want to pay it.  [redacted] attempted to explain our service policy to her.  Mrs. [redacted] became rude and combative and even threatening at one point saying to [redacted] “if I was there you wouldn’t believe what I would do to you”.   At points throughout the phone call she would hit the numbers on the phone to interrupt him asking “how do you like that, we are going to be on the phone all day until you agree not to charge me”.   At some point during that call [redacted] expressed to Mrs. [redacted] that he was feeling uncomfortable with the call and the conversation and if it continued in that manner he would have to end the call.  She did ask for a manager, but one was not available. However, [redacted] indicated that the service policy would be backed up by the manager as well.  She eventually hung up.  At some point she called back and reached another individual in the office, he transferred her to the manager.  Before a manager could get back to her, she emailed Harvey customer service.  [redacted], a customer service representative, responded to her.  He did not represent himself as a manager, however, was responding to her email inquiry.  He reinforced the same things that [redacted] did.  The email conversation appeared more cordial between Mrs. [redacted] and [redacted].  When he explained there was a service fee, she never expressed having an issue with it and approved the charge and asked to send a technician to her home.  When the technician visited her home he found that the screens were bowed.  This could have happened at any time after the product was delivered, either during installation, during removal and reinstall or use of the product.  The technician removed the bow on the screen mullions during the visit and the issue/concern was addressed and corrected.  Mrs. [redacted] then handed the technician a check.  At some point after the visit and handing the check to the technician she decided to cancel it.  The service department was promptly notified that the check bounced by Harvey’s accounting department.  Unaware it was purposely cancelled, [redacted] reached out to Mrs. [redacted] to discuss.  She acknowledged that she purposely stopped payment on the check and then began insulting [redacted] and folks in the service office using such words as “is”.  [redacted] felt uncomfortable with the tone of the call and indicated he would have to end it.  And did so.  When the manager was brought up to speed, he attempted to call Mrs. [redacted] to discuss, however, her number was disconnected.  As a result of the stopped payment, Harvey also incurred a $25 service fee.  Mrs. [redacted] now owes Harvey $160.  Her account has been put on hold and is being sent to our collections department for processing.

Harvey Building Products is happy to keep this issue open until the new window unit is delivered. Thank you.