Initial Business Response / [redacted] (1000, 5, 2015/05/22) */ Mr [redacted] contacted our service department regarding broken glass in a window purchased from us in The receipt very clearly shows a replacement glass unit onlyThere is a note on the receipt that refers to the original window, so our production team could reference the original window order, if necessary Mr [redacted] cancelled the order after the replacement glass unit had been madeWe refunded his money ($85.53) We reached out to Mr [redacted] and received a detailed email from him that indicated he had replaced the broken glass himselfWe then spoke to Mr [redacted] to better understand the entire problemThere may have been a misunderstanding about the replacement glass unit that he ordered, since he was expecting a full sash unit (frame and glass), not just the glass unitWe expressed our concern that the window would not perform to the original factory standards because the glass seal had been broken and would no longer have the energy efficiency of the original window To thank Mr [redacted] for taking the time to communicate with us and for his inconvenience, we offered to make a new frame, install the glass unit into it, and then visit the property to install the new sash and window locksThis would be at no cost to himHe accepted our offerWe expect to have the new sash available in a few days and will contact him then to set up the delivery and installation Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) The vendor has done an exceptional job addressing the issue
Complaint: [redacted] I am rejecting this response because: As a customer, me contacting contacting [redacted] does not matter in this situationIf I had never decided to contact anyone, the error would still be on [redacted] 41's part so it is offensive to me as a customer that they are insinuating that this is in any way my faultIt was a complete error on Ms [redacted] s behalf by not providing the customer service that she is paid to doHer responsibility is to ensure accurate and effective customer service, which she did not do by sitting on the paperwork for over weeks without making the effort to contact me by any of other means that she had access toContinuing business with someone who displays this level of incompetence is not worth my time and money which why I cancelled this order and it was definitely proven with their asinine responseI wil definitely take my business elsewhere and review this [redacted] location as one that does not deserve good business as it is painfully obvious they don't value their customers, particularly [redacted] Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/05/22) */ Mr [redacted] contacted our service department regarding broken glass in a window purchased from us in The receipt very clearly shows a replacement glass unit onlyThere is a note on the receipt that refers to the original window, so our production team could reference the original window order, if necessary Mr [redacted] cancelled the order after the replacement glass unit had been madeWe refunded his money ($85.53) We reached out to Mr [redacted] and received a detailed email from him that indicated he had replaced the broken glass himselfWe then spoke to Mr [redacted] to better understand the entire problemThere may have been a misunderstanding about the replacement glass unit that he ordered, since he was expecting a full sash unit (frame and glass), not just the glass unitWe expressed our concern that the window would not perform to the original factory standards because the glass seal had been broken and would no longer have the energy efficiency of the original window To thank Mr [redacted] for taking the time to communicate with us and for his inconvenience, we offered to make a new frame, install the glass unit into it, and then visit the property to install the new sash and window locksThis would be at no cost to himHe accepted our offerWe expect to have the new sash available in a few days and will contact him then to set up the delivery and installation Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) The vendor has done an exceptional job addressing the issue
Complaint: [redacted] I am rejecting this response because: As a customer, me contacting contacting [redacted] does not matter in this situationIf I had never decided to contact anyone, the error would still be on [redacted] 41's part so it is offensive to me as a customer that they are insinuating that this is in any way my faultIt was a complete error on Ms [redacted] s behalf by not providing the customer service that she is paid to doHer responsibility is to ensure accurate and effective customer service, which she did not do by sitting on the paperwork for over weeks without making the effort to contact me by any of other means that she had access toContinuing business with someone who displays this level of incompetence is not worth my time and money which why I cancelled this order and it was definitely proven with their asinine responseI wil definitely take my business elsewhere and review this [redacted] location as one that does not deserve good business as it is painfully obvious they don't value their customers, particularly [redacted] Sincerely, [redacted]