Hometown Services

Business states they have installed the windows at the consumer's location and the issue should be resolved

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

I am completely taken back by this complaint I personally spoke with this customer in October Listening to her concern and airing my frustration with the window manufacture, I vowed to correct the problem The customer was given the phone number to the window manufacture, which isn't typically done, but due to pieces of bad glass, I felt just as frustrated and thought the manufacture should hear from the customer directly During my conversation with the customer we made a compromise that not only would I replace the glass again, I would order an entire new unit, valued at thousands of dollars MY company would bear the cost of the new window plus the installation and custom staining that needed to be done This was in an effort to correct the problems we were having in getting bad product from the manufacture That day, I ordered the window Once it arrived we sent it to the stainer This process takes a couple of days once the stainer could get to that window As soon as the window was completed, we called and set up an installation date The customer cancelled the installation date due to their perceived delay in getting the new window, even after it was set The customer admits out of windows, which they love, one piece of bad glass forced them into filing a complaint with the Revdex.com I personally spoke to her and agreed to order her a custom window valued at thousands of dollars, paying hundreds of dollars to have custom staining done with NO cost to her in an effort to provide good customer service and making sure the project was completed correctly This customers NEW window is sitting in my shop awaiting to be installed into her home I feel our company has done everything we can to try and correct an issue that is neither the customers fault or my companies fault This resolution exceeds the value she is looking to recoup AND it makes the project completed the right way without sacrifice on her end We hope the customer sees the efforts Hometown Services has put into thisRespectfully, [redacted] ***

Customer contracted with Hometown Services, LLC on August 16, We bought the assets (asset sale) of Hometown in January of As an asset sale, we acquired the assets Hometown had, but not their liabilitiesThat said, we did attempt to get the window manufacturer to take care of their responsibility in replacing any defective windowsThe manufacturer did ship sashes to us, but have not sent their rep to do the repairsBut in response to this complaint, we sent our men to the [redacted] s on Friday, November 18thWe were able to replace the defective casement sashes, but there remains a double hung sash that was manufactured incorrectlyWe ordered a replacement sash and will get this to [redacted] as soon as it arrivesI spoke with [redacted] on Friday and let him know what was happeningI believe he was pleased with what we had done and understood we would call him when the double hung sash arrivesI believe this will resolve the complaint and am willing to discuss this if there are any questions

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Business states they have installed the windows at the consumer's location and the issue should be resolved.

I am completely taken back by this complaint.  I personally spoke with this customer in October.  Listening to her concern and airing my frustration with the window manufacture, I vowed to correct the problem.  The customer was given the phone number to the window manufacture, which...

isn't typically done, but due to 3 pieces of bad glass, I felt just as frustrated and thought the manufacture should hear from the customer directly.  During my conversation with the customer we made a compromise that not only would I replace the glass again, I would order an entire new unit, valued at thousands of dollars.  MY company would bear the cost of the new window plus the installation and custom staining that needed to be done.  This was in an effort to correct the problems we were having in getting bad product from the manufacture.  That day, I ordered the window.  Once it arrived we sent it to the stainer.  This process takes a couple of days once the stainer could get to that window.  As soon as the window was completed, we called and set up an installation date.  The customer cancelled the installation date due to their perceived delay in getting the new window, even after it was set.  
The customer admits out of 11 windows, which they love, one piece of bad glass forced them into filing a complaint with the Revdex.com.  I personally spoke to her and agreed to order her a custom window valued at thousands of dollars, paying hundreds of dollars to have custom staining done with NO cost to her in an effort to provide good customer service and making sure the project was completed correctly.  This customers NEW window is sitting in my shop awaiting to be installed into her home.  I feel our company has done everything we can to try and correct an issue that is neither the customers fault or my companies fault.  This resolution exceeds the value she is looking to recoup AND it makes the project completed the right way without sacrifice on her end.  
We hope the customer sees the efforts Hometown Services has put into this.
Respectfully, 
[redacted]

On Thu, Jan 29, 2015 at 4:55 PM, [redacted] [redacted] wrote:
My issue with Hometown Services llc has been resolved.  The company is under new ownership and it took 10 minutes to resolve my dispute.  I spoke with [redacted]) and they are coming the next day to install our new window.  I recommend 100% in using their services.  Thank you again [redacted] for helping to resolve this.
Thank You,
[redacted]

Customer contracted with Hometown Services, LLC on August 16, 2013. We bought the assets (asset sale) of Hometown in January of 2015. As an asset sale, we acquired the assets Hometown had, but not their liabilities. That said, we did attempt to get the window manufacturer to take care of their...

responsibility in replacing any defective windows. The manufacturer  did ship sashes to us, but have not sent their rep to do the repairs. But in response to this complaint, we sent our men to the ***s on Friday, November 18th. We were able to replace the defective casement sashes, but there remains a double hung sash that was manufactured incorrectly. We ordered a replacement sash and will get this to *** *** as soon as it arrives. I spoke with *** on Friday and let him know what was happening. I believe he was pleased with what we had done and understood we would call him when the double hung sash arrives. I believe this will resolve the complaint and am willing to discuss this if there are any questions.