We received the
complaint dated 9/22/2015. It is rare that our company has any payment
issue with a customer as we go to great lengths to ensure we communicate well
both in writing and verbally
class="MsoNormal" "margin-left:.5in;text-align:justify">Please see the
attached agreement showing the deposit amount of $2,authorized by Mr
[redacted]. This deposit was explained at the time of sale and also by the
Sales Manager on a subsequent call
We believe we
acted consistent with how we explained this, both verbally and in
writing. The deposit amount was discussed with Mr[redacted] at the time of
sale and was agreed to on paperwork, which he signed
We appreciate
Mr[redacted]'s business and will ensure that he gets the job he contracted
for
July 3, 2014
Revdex.com in Upstate New York
100 Bryant Woods South
Amherst, NY 14228
Re: Revdex.com Complaint #[redacted]
Dear [redacted]
This complaint has been resolved and the [redacted]'s windows have been fixed. It is our understanding that the Randolph's will be notifying the Revdex.com that they are satisfied with the resolution and their windows.
Sincerely,
[redacted]
General Manager
Yes we have called the window manufacture. Apparently [redacted] was bought by another company, so they will not honor the warranty even though they still make the same windows. Thank [redacted]
11/16/15To: Revdex.com
Please see below in response to your questions:
- To date, Ms. [redacted] has not allowed us to complete her project. We are ready, willing and able to complete the project, per our agreement, at the agreed upon price.
- The financing company is Synchrony Bank. The information whited out from the contract was Ms. [redacted]’s account number. We did this for privacy reasons.
- Regarding the activation fee, please see the attached Synchrony Bank sales slip signed by Ms. [redacted] at the time the contract was signed. Please note the account and merchant numbers have been whited out for privacy. You will see Mr. [redacted] initialed and signed the document. Her signature is located at the bottom of the agreement, directly below the statement which discloses the $29 activation fee.
Thank you
for your review. We have maintained a
reputation of honesty and integrity in business for the past 42 years and as
such we take your concern seriously. We
appreciate the opportunity to explain this...
important point.
The
installation of Gutter Helmet must be done to certain specifications that allow
it to work properly and support our lifetime guarantee that you will never have
to clean your gutters again. In the
past, where 3rd party contractors have tampered with the system, we
have seen a multitude of problems ranging from clogged gutters to roof leaks
and water damage. As an authorized
dealer, we are trained to do this installation properly to avoid problems and
keep your home safe. In other words, we
are able to guarantee our work, but cannot guarantee the work of someone else
let alone ensure the work is done to proper standards that will prevent damage
to your home.
This is so
important that we notify all of our customers, in writing, at the time the work
order is signed, before any money is exchanged or work is performed. We reviewed your file and confirmed this
process was followed and fees explained before any work began. You signed indicating your understanding and
agreement.
As to your
point about “negotiating” this fee, we believe that our policy of flat fee
pricing for this service is the most ethical and straightforward way to charge. Our fee is consistent for all of our
customers and has not changed in over 10 years.
It is a basic fee that covers the initial trip to the home, removal of
the product, proper storage at your home, a second trip to your home,
re-installation of the product, replacement of custom brackets and fasteners as
needed, labor, cleanup and removal of job related debris. Because of this, we rarely get complaints,
despite having installed over 100 miles of this product on thousands of homes in
the Capital Region since the 1980s.
Regarding your
question of the footage – yes - we made a mistake, in your favor, on the
original agreement from 4 years ago which may be why the cost seems out of
proportion. We installed more footage
than you paid for but we still honored our agreement and the price quoted.
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.
I...
am still disappointed with the business's inability to complete the job that was contracted for. Maybe this resolution will change some of their business practices for the positive. Regards, [redacted]
Revdex.com in Upstate New York
100 Bryant Woods South
Amherst, NY 14228
Re: Revdex.com Complaint #[redacted]
Dear [redacted]
We have spoken to this customer and it is our understanding that the customer has agreed to retract this complaint...
as it was originally filed as a result of a misunderstanding. The customer had informed us of their decision to cancel their contract within their 3 day right of rescission. Our accounting department was in the process of refunding the customer’s deposit when the customer issued the complaint. The full refund was processed on March 28, 2014. Once we received the complaint from the Revdex.com, we contacted the customer and informed them that we had already been in process of issuing the refund and there was no issue. As a result, the customer agreed to retract the complaint.
Sincerely,
[redacted]
April
7, 2012
justify;">
Dear
Mr. & Mrs. Gorell Customer;
I
am writing to clarify the situation with the Gorell Windows going into receivership
and the position the acquiring company, Soft-Lite, has taken on its product warranty
moving forward.
As
you know, the assets of Gorell Windows have been purchased by Soft-Lite Windows. Moving forward, Soft-Lite has decided to not continue
warranty support on Gorell’s previously sold products. Because this deal was legally structured as
an asset purchase, it is our understanding that Soft-Lite has no obligation to honor
the warranty by Gorell. We have been in
contact with Soft-Lite to attempt to change this position but so far have been unsuccessful.
New
Gorell products purchased from Huff ‘N Puff carried a manufacturer’s warranty,
backed solely by Gorell. A copy of this Gorell
warranty was provided to every Huff ‘N Puff customer who had Gorell products
installed. In addition, Huff ‘N Puff
provided a one year warranty on the installation. Any service costs incurred past the one year
installation warranty are the responsibility of the homeowner. Under normal conditions Gorell would provide
a replacement product that meets its warranty conditions and Huff ‘N Puff would
install the product at a service fee, currently $79 per hour.
As
a result of this unfortunate incident, previous customers of the Gorell product
will have to pay for products needed for service which fortunately are still
available. To assist our customers
through this difficult process, Huff ‘N Puff has agreed to absorb costs that
would normally be billable as a gesture of good faith, as explained below.
For a period of one
year, Huff ‘N Puff will pass through the Gorell invoice cost to our
customers at no markup, absorbing handling and transportation costs from
our office to our customers’ locations.
For a period of one
year, Huff ‘N Puff will not charge service fees to Gorell customers in
need of warranty service.
Considering our service rate of $79/hour + tax, a typical service
taking 1-3 hours for 2 men, the loss for Huff ‘N Puff ranges from $170 to
over $500, per incident. We are not
happy about this loss but believe it is the right thing to do in this
matter and share in the expense.
In
an attempt to be responsive through the situation caused by Gorell we have
obtained the name of a Gorell representative that can be contacted to discuss
the situation further. The person is *** ***, Soft-Lite Regional Sales
Manager. He can be contacted directly at *** ***.
We
sincerely apologize for any inconvenience and added expense this may cause
you. We are deeply hurt and upset by
this situation which will continue to cost Huff ‘N Puff frustration, time and money. If there is a silver lining, it is that
Gorell products are still available.
Typically in bankruptcy cases, production of replacement parts ceases,
which is a much more dire situation for customers. If
you have questions or would like to order parts, please call *** ***e at
***. He can get you a quote on
replacement parts and arrange free installation for you. Sincerely, Fred F*, General Manager
While the company said a 12 mo. guaranteed price quote with no money down-the sales rep. gave us a 'discounted" price if we paid 1/2 that day. We fell for it but later called, canceled and cancelled our check. Very overpriced as well!
June 25, 2014
Revdex.com in Upstate New York
100 Bryant Woods...
South
Amherst, NY 14228
Re: Revdex.com Complaint #[redacted]
Dear [redacted]
We have reviewed this complaint and are in the process of working out a resolution with the customer. Once we received the complaint from the Revdex.com, we contacted the customer and took immediate action to resolve the issue. We sincerely apologize for any inconvenience this may have caused and will do our best to make sure [redacted] is satisfied with the resolution.
Sincerely,
[redacted]
General Manager
Ms. [redacted] called to say she was contacted by the business and advised them she wanted the gutter helmets removed. She spoke with [redacted] and he was out to the home on April 8th and he wanted her to buy a new heating element system for $2500. She told him that she did not want new heating...
elements at that price and all I want you to do is to remove the new gutter helmets installed in October 2013. He said he would speak with his supervisor and get back to her. I told him I would be on vacation from April 9-16th and to contact me at any other time. To date I have not heard from them. My desired settlement is to have the gutter helmets removed.
business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards,
[redacted] Huff n Puff DID send their people back out. They shimmed the window to level and added insulation. Sadly, they were not told to enclose the wall, but stated that they would have replaced the sheetrock, had they been told to do so! I went out and purchased sheetrock to enclose the wall myself. Only when I went to install it, did I realize the the warped header they installed would prevent the molding from fitting. Chris called a couple of days later to follow up, as they had received my complaint to you. As before, he was professional and stated that they only want me to be happy. I responded that, I now understand that I was expecting to much, in hoping that the job (at least the inside) would have been completed. I continued that the salesman had never stated that I would need to complete the job myself and that none of their ads show walls left open. I finished by telling Chris that I honestly can not see at this point how they can make me happy as I am disappointed beyond repair. Had I any clue of what to expect initially, I would have saved several thousand dollars and done it myself, or hired someone else. In short, I am unsure of what action we will take going forward. It will certainly involve the parent company at the least. Further, I can assure you that everyone I speak to for years to come will have no doubt about my experience with this firm. Had they simply returned, and seen the job through to completion this would never have become an issue. Unfortunately, I do not know how at this point, they can put the toothpaste back in the tube.
Revdex.com in Upstate New York
100 Bryant Woods South
Amherst, NY 14228
Re: Revdex.com Complaint [redacted]
Dear [redacted]
We have reached a mutual understanding with Ms. [redacted] regarding the situation with her heating cables. We mutually agreed that if any other issues arise, Ms. [redacted] will contact Huff 'N Puff this fall and we will gladly address her issues at that time. If you have any questions, please do not hesitate to contact us.
Sincerely,
[redacted]
We received the
complaint dated 9/22/2015. It is rare that our company has any payment
issue with a customer as we go to great lengths to ensure we communicate well
both in writing and verbally
class="MsoNormal" "margin-left:.5in;text-align:justify">Please see the
attached agreement showing the deposit amount of $2,authorized by Mr
[redacted]. This deposit was explained at the time of sale and also by the
Sales Manager on a subsequent call
We believe we
acted consistent with how we explained this, both verbally and in
writing. The deposit amount was discussed with Mr[redacted] at the time of
sale and was agreed to on paperwork, which he signed
We appreciate
Mr[redacted]'s business and will ensure that he gets the job he contracted
for
July 3, 2014
Revdex.com in Upstate New York
100 Bryant Woods South
Amherst, NY 14228
Re: Revdex.com Complaint #[redacted]
Dear [redacted]
This complaint has been resolved and the [redacted]'s windows have been fixed. It is our understanding that the Randolph's will be notifying the Revdex.com that they are satisfied with the resolution and their windows.
Sincerely,
[redacted]
General Manager
Yes we have called the window manufacture. Apparently [redacted] was bought by another company, so they will not honor the warranty even though they still make the same windows. Thank [redacted]
11/16/15To: Revdex.com
Please see below in response to your questions:
- To date, Ms. [redacted] has not allowed us to complete her project. We are ready, willing and able to complete the project, per our agreement, at the agreed upon price.
- The financing company is Synchrony Bank. The information whited out from the contract was Ms. [redacted]’s account number. We did this for privacy reasons.
- Regarding the activation fee, please see the attached Synchrony Bank sales slip signed by Ms. [redacted] at the time the contract was signed. Please note the account and merchant numbers have been whited out for privacy. You will see Mr. [redacted] initialed and signed the document. Her signature is located at the bottom of the agreement, directly below the statement which discloses the $29 activation fee.
Thank you
for your review. We have maintained a
reputation of honesty and integrity in business for the past 42 years and as
such we take your concern seriously. We
appreciate the opportunity to explain this...
important point.
The
installation of Gutter Helmet must be done to certain specifications that allow
it to work properly and support our lifetime guarantee that you will never have
to clean your gutters again. In the
past, where 3rd party contractors have tampered with the system, we
have seen a multitude of problems ranging from clogged gutters to roof leaks
and water damage. As an authorized
dealer, we are trained to do this installation properly to avoid problems and
keep your home safe. In other words, we
are able to guarantee our work, but cannot guarantee the work of someone else
let alone ensure the work is done to proper standards that will prevent damage
to your home.
This is so
important that we notify all of our customers, in writing, at the time the work
order is signed, before any money is exchanged or work is performed. We reviewed your file and confirmed this
process was followed and fees explained before any work began. You signed indicating your understanding and
agreement.
As to your
point about “negotiating” this fee, we believe that our policy of flat fee
pricing for this service is the most ethical and straightforward way to charge. Our fee is consistent for all of our
customers and has not changed in over 10 years.
It is a basic fee that covers the initial trip to the home, removal of
the product, proper storage at your home, a second trip to your home,
re-installation of the product, replacement of custom brackets and fasteners as
needed, labor, cleanup and removal of job related debris. Because of this, we rarely get complaints,
despite having installed over 100 miles of this product on thousands of homes in
the Capital Region since the 1980s.
Regarding your
question of the footage – yes - we made a mistake, in your favor, on the
original agreement from 4 years ago which may be why the cost seems out of
proportion. We installed more footage
than you paid for but we still honored our agreement and the price quoted.
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.
I...
am still disappointed with the business's inability to complete the job that was contracted for. Maybe this resolution will change some of their business practices for the positive. Regards, [redacted]
Revdex.com in Upstate New York
100 Bryant Woods South
Amherst, NY 14228
Re: Revdex.com Complaint #[redacted]
Dear [redacted]
We have spoken to this customer and it is our understanding that the customer has agreed to retract this complaint...
as it was originally filed as a result of a misunderstanding. The customer had informed us of their decision to cancel their contract within their 3 day right of rescission. Our accounting department was in the process of refunding the customer’s deposit when the customer issued the complaint. The full refund was processed on March 28, 2014. Once we received the complaint from the Revdex.com, we contacted the customer and informed them that we had already been in process of issuing the refund and there was no issue. As a result, the customer agreed to retract the complaint.
Sincerely,
[redacted]
April
*, General Manager
7, 2012
justify;">
Dear
Mr. & Mrs. Gorell Customer;
I
am writing to clarify the situation with the Gorell Windows going into receivership
and the position the acquiring company, Soft-Lite, has taken on its product warranty
moving forward.
As
you know, the assets of Gorell Windows have been purchased by Soft-Lite Windows. Moving forward, Soft-Lite has decided to not continue
warranty support on Gorell’s previously sold products. Because this deal was legally structured as
an asset purchase, it is our understanding that Soft-Lite has no obligation to honor
the warranty by Gorell. We have been in
contact with Soft-Lite to attempt to change this position but so far have been unsuccessful.
New
Gorell products purchased from Huff ‘N Puff carried a manufacturer’s warranty,
backed solely by Gorell. A copy of this Gorell
warranty was provided to every Huff ‘N Puff customer who had Gorell products
installed. In addition, Huff ‘N Puff
provided a one year warranty on the installation. Any service costs incurred past the one year
installation warranty are the responsibility of the homeowner. Under normal conditions Gorell would provide
a replacement product that meets its warranty conditions and Huff ‘N Puff would
install the product at a service fee, currently $79 per hour.
As
a result of this unfortunate incident, previous customers of the Gorell product
will have to pay for products needed for service which fortunately are still
available. To assist our customers
through this difficult process, Huff ‘N Puff has agreed to absorb costs that
would normally be billable as a gesture of good faith, as explained below.
For a period of one
year, Huff ‘N Puff will pass through the Gorell invoice cost to our
customers at no markup, absorbing handling and transportation costs from
our office to our customers’ locations.
For a period of one
year, Huff ‘N Puff will not charge service fees to Gorell customers in
need of warranty service.
Considering our service rate of $79/hour + tax, a typical service
taking 1-3 hours for 2 men, the loss for Huff ‘N Puff ranges from $170 to
over $500, per incident. We are not
happy about this loss but believe it is the right thing to do in this
matter and share in the expense.
In
an attempt to be responsive through the situation caused by Gorell we have
obtained the name of a Gorell representative that can be contacted to discuss
the situation further. The person is *** ***, Soft-Lite Regional Sales
Manager. He can be contacted directly at *** ***.
We
sincerely apologize for any inconvenience and added expense this may cause
you. We are deeply hurt and upset by
this situation which will continue to cost Huff ‘N Puff frustration, time and money. If there is a silver lining, it is that
Gorell products are still available.
Typically in bankruptcy cases, production of replacement parts ceases,
which is a much more dire situation for customers. If
you have questions or would like to order parts, please call *** ***e at
***. He can get you a quote on
replacement parts and arrange free installation for you. Sincerely, Fred
F
While the company said a 12 mo. guaranteed price quote with no money down-the sales rep. gave us a 'discounted" price if we paid 1/2 that day. We fell for it but later called, canceled and cancelled our check. Very overpriced as well!
June 25, 2014
Revdex.com in Upstate New York
100 Bryant Woods...
South
Amherst, NY 14228
Re: Revdex.com Complaint #[redacted]
Dear [redacted]
We have reviewed this complaint and are in the process of working out a resolution with the customer. Once we received the complaint from the Revdex.com, we contacted the customer and took immediate action to resolve the issue. We sincerely apologize for any inconvenience this may have caused and will do our best to make sure [redacted] is satisfied with the resolution.
Sincerely,
[redacted]
General Manager
Ms. [redacted] called to say she was contacted by the business and advised them she wanted the gutter helmets removed. She spoke with [redacted] and he was out to the home on April 8th and he wanted her to buy a new heating element system for $2500. She told him that she did not want new heating...
elements at that price and all I want you to do is to remove the new gutter helmets installed in October 2013. He said he would speak with his supervisor and get back to her. I told him I would be on vacation from April 9-16th and to contact me at any other time. To date I have not heard from them. My desired settlement is to have the gutter helmets removed.
I have reviewed the response made by the...
business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards,
[redacted] Huff n Puff DID send their people back out. They shimmed the window to level and added insulation. Sadly, they were not told to enclose the wall, but stated that they would have replaced the sheetrock, had they been told to do so! I went out and purchased sheetrock to enclose the wall myself. Only when I went to install it, did I realize the the warped header they installed would prevent the molding from fitting. Chris called a couple of days later to follow up, as they had received my complaint to you. As before, he was professional and stated that they only want me to be happy. I responded that, I now understand that I was expecting to much, in hoping that the job (at least the inside) would have been completed. I continued that the salesman had never stated that I would need to complete the job myself and that none of their ads show walls left open. I finished by telling Chris that I honestly can not see at this point how they can make me happy as I am disappointed beyond repair. Had I any clue of what to expect initially, I would have saved several thousand dollars and done it myself, or hired someone else. In short, I am unsure of what action we will take going forward. It will certainly involve the parent company at the least. Further, I can assure you that everyone I speak to for years to come will have no doubt about my experience with this firm. Had they simply returned, and seen the job through to completion this would never have become an issue. Unfortunately, I do not know how at this point, they can put the toothpaste back in the tube.
Revdex.com in Upstate New York
100 Bryant Woods South
Amherst, NY 14228
Re: Revdex.com Complaint [redacted]
Dear [redacted]
We have reached a mutual understanding with Ms. [redacted] regarding the situation with her heating cables. We mutually agreed that if any other issues arise, Ms. [redacted] will contact Huff 'N Puff this fall and we will gladly address her issues at that time. If you have any questions, please do not hesitate to contact us.
Sincerely,
[redacted]