Jeanne's Hair Style

To Whom it may concern: This is in response to complaint ID [redacted] To be honest, Mrs [redacted] was unhappy prior to the installationWe delayed the installation due to an unforeseen family emergency that required my foreman to take a leave of absent for a few weeks My foreman would have normally installed this job since he measured the job She called into the office several times prior to scheduling her installationIt got to the point where my office manager could no longer handle the situation, so I personally called Mrs [redacted] to tell her the reason for her delayI expressed that we still had several older jobs in front of her, and we install by merit of orderI probably spoke out of place when I told her “squeaky wheel does not always get the grease” and every customer of mine is just as important This must have not set well with her since it was mentioned to my installersI was not in the office on the day of installation for the [redacted] I was setting up for the Indianapolis home show on Jan 16th and 17th I don’t keep track of what dates and times I speak with customersI had a message to call Mr [redacted] as I was on my way to the home showHe was upset with the octagon window fabricationI offered to replace the window Since he did not want another window, I offered to remove it from the billI did have to hang up and call the vendor for them to authorize a creditI did speak with Mr [redacted] againHe is the one that came up with the $discountHe was very nice about the situationHe commented he understood being a small business that it is important not to lose moneyThe $came from him as he said he likes working with round numbers, leaving a $balanceIn the same conversation with Mr [redacted] , I offered to leave the home show and head directly to his houseHe told me that was not necessaryI never spoke to Mrs [redacted] about this installationI only spoke with her for setting up the installationI do know when I spoke with Mr [redacted] , I asked many times if he was happy with the overall installation, and I was told the installers did fineI knew they did not like the trim for the patio doorThe standard height patio door is 79.5” tallTheirs was 81.5” tall I cannot speak for what my salesperson told them, but I am responsible for his actionsI attached the contract and you’ll see in the patio door section it calls for a foot lock with (2) locking pointsSo, I have to ask, if a three point locking system was discussed, and pictures were shown, why was the contract signed? We have a re-measure person handle the measures, not the salesperson My foreman measured again, and I can only go by his measurement and what was discussed with the homeowner at that timeOur contract does not state a custom size height on the patio door Our contract does not state to install a new window jamb or new casingThis must have been discussed with my foreman on the re-measureMy foreman’s notes for ordering state the size of window needed and to install a buck frame with new 2-¼” casingI ordered exactly what is stated on this contract, and even added additional work not stated on contractIn closing, I have to say we all make mistakes We’ve been in business years with only one other Revdex.com complaintWe strive to make sure the customer expectations are metSomewhere there was a communication breakdownMaybe my salesperson was not specific enough, or my re-measure person failed to cover exactly what was going to happenThere is the possibility the homeowner did not convey exactly their wants during the presentationLike I said in my prior response, I offered to replace the octagon window Instead they took the $discountOnce I was told the patio door was a piece of sh$$, I offered to replace itAs for the patio door issues, we did not know they were having problems until the Revdex.com complaintAll of our products are backed by a lifetime warranty, and we have a free service policy for three yearsWe would have gladly gone to investigate the patio doorIf deemed a warranty issue, I would have replaced the doorAll these offers still stand to the customer Sincerely, Charles Surber

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.MrSurber's response is full of half truthsMrSurber was aware same day of our dissatisfaction of the products through conversation with his installersConversation with my husband did not occur the next day, when my husband made a phone call to the office The install on the kitchen window, and the octagon window were done while my husband and I were out of the houseWe were present for the dismantling of the old windows, but not install of the new When we returned, my husband immediately spoke to the installers regarding both the kitchen and bathroom (octagon) windowBoth installers stated the measurements were incorrect, and with the casements being torn out completely the windows themselves should have been ordered of larger sizeIt took considerable amount of shimming to get the kitchen window installed, which has resulted in six different ledges visible insideMultiple times the installers stated the window was too small for the space, never did the installers state it is standard practice to install in the manner they did.In regards to the patio doorAs I previously stated in my initial complaint; what we were sold is not what we receivedWe were VERY clear with Patrick, the salesman, we wanted a three point locking doorWe showed him pictures of what we wanted, and he assured us that is what we would getWe asked more than once if the door was standard size, and he said yesWith previous experience in our old home, we had to order a custom sized doorPatrick assured us since our home was newer the door was standardWe did not find out until after the installers ripped out the old door and went to install the new patio door that indeed we needed a custom doorThe installers stated our opening was framed by the builder for French doors, not a patio doorAlso, that is when we found out the "solid" door that Patrick sold us came in pieces and was not the door we thought we were gettingWe declined the trim they were going to put into our home because the installers had intended to glue three pieces of plastic trim together at the top, and then install the wood trimThe wood trim did not match what is currently in our homeIn regards to MrSurber stating in his response he deducted our bill without hesitation, that is a flat our lie and he knows itMrSurber conducted himself in a very poor manner on the telephone and he knows itHe stated he was going to come to our home and go over the installed work because he did not feel a deduction was warrantedHe then called back and stated he needed to get to the Indianapolis Home Show and requested my husband send him photosMy husband took photos of the kitchen window, octagon window and patio door and texted them to MrSurberMrSurber did not respond to the text message, and instructed his installers to go ahead and deduct the $from the billI had no intentions of filing a Revdex.com complaint until less than a week later the trim began to come apart on the patio door, the glass on the patio door is scuffed, the hardware is crooked and the door does not want to close without forceThe kitchen window "settled" and the trim is visibly uneven and looks poorAt no time did my husband tell MrSurber he was happy with the installTo add insult to injury, the windows and the door are now foggingNo other windows in my home fog like these doAll three products need to be replacedThe windows need to be of proper size, and the door needs to be what we orderedAs MrSurber stated to my husband; "A custom door would have run an extra $800.00"As my husband stated; "We would have paid an extra $to get a door that properly fit." MrSurber stated normally people do not do thatWe would have, and even asked Patrick our salesman if that what was needed.I have attached pictures from this morning of the foggingOnly one side of the patio door fogsAdditional pictures of the poor quality of work can be provided to the Revdex.comMrSurber already has the pictures Regards, [redacted] [redacted]

To whom it my concern,I am aware of the *** complaintI was notified the day after installation they were unhappy with the octagon windowAfter seeing the pictures I agreed to have a new window manufactured for themI was told that they understood Surber's was not responsible for the
manufacturingI offered to have a new window made and reinstallThat was not what they wanted to doMr *** requested I reduce his bill by $I did without any hesitationHe told me he was happy with the contracting work on the octagon windowWhen I spoke with Mr*** regarding the patio door he was unhappy with the manufactured heightHis old patio door was 5/tall our patio sliding doors are manufactured at 1/making it so, larger trim is to be used to cover paint lineThe homeowner did not like larger trim he wanted all trim in the house to matchI offered to replace the patio door as wellI was told by Mr*** "to be honest within the next months when I save up some extra money I will throw this piece of *** patio door out in the back yardI told him that was not necessary I would gladly replace the doorI was never informed of and parts of the patio door coming off or the handle set until nowAll of our products are backed by a lifetime guarantee if deemed factory error I will replace the patio door 100%All of this was given to the *** after installationThe kitchen window is installed how we install all buck framed replacement openingThe windows were ordered per re-measureAfter I agreed to the reduction in price I told Mr*** I hate that he feels our products and installation did not exceed his expectationHe told me the installation and the quality of the installation was fineI really do not now what I could have done differently I offered to replace all products and even reduced my final bill to help with the frustration the *** encounteredThis being our second installation with the *** we had a storm door not properly working they called in it took several weeks for a replacement screenOnce it arrived we replaced under warrantyWith that being said my offer still stands for the *** I would gladly replace any product they are unhappy with installed by my company. Sincerely, Charles Surber

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.MrSurber's response is full of half truthsMrSurber was aware same day of our dissatisfaction of the products through conversation with his installersConversation with my husband did not occur the next day, when my husband made a phone call to the office. The install on the kitchen window, and the octagon window were done while my husband and I were out of the houseWe were present for the dismantling of the old windows, but not install of the new When we returned, my husband immediately spoke to the installers regarding both the kitchen and bathroom (octagon) windowBoth installers stated the measurements were incorrect, and with the casements being torn out completely the windows themselves should have been ordered of larger sizeIt took considerable amount of shimming to get the kitchen window installed, which has resulted in six different ledges visible inside. Multiple times the installers stated the window was too small for the space, never did the installers state it is standard practice to install in the manner they did.In regards to the patio doorAs I previously stated in my initial complaint; what we were sold is not what we receivedWe were VERY clear with Patrick, the salesman, we wanted a three point locking doorWe showed him pictures of what we wanted, and he assured us that is what we would getWe asked more than once if the door was standard size, and he said yesWith previous experience in our old home, we had to order a custom sized doorPatrick assured us since our home was newer the door was standardWe did not find out until after the installers ripped out the old door and went to install the new patio door that indeed we needed a custom doorThe installers stated our opening was framed by the builder for French doors, not a patio doorAlso, that is when we found out the "solid" door that Patrick sold us came in pieces and was not the door we thought we were gettingWe declined the trim they were going to put into our home because the installers had intended to glue three pieces of plastic trim together at the top, and then install the wood trimThe wood trim did not match what is currently in our homeIn regards to MrSurber stating in his response he deducted our bill without hesitation, that is a flat our lie and he knows itMrSurber conducted himself in a very poor manner on the telephone and he knows itHe stated he was going to come to our home and go over the installed work because he did not feel a deduction was warrantedHe then called back and stated he needed to get to the Indianapolis Home Show and requested my husband send him photosMy husband took photos of the kitchen window, octagon window and patio door and texted them to MrSurberMrSurber did not respond to the text message, and instructed his installers to go ahead and deduct the $from the billI had no intentions of filing a Revdex.com complaint until less than a week later the trim began to come apart on the patio door, the glass on the patio door is scuffed, the hardware is crooked and the door does not want to close without forceThe kitchen window "settled" and the trim is visibly uneven and looks poorAt no time did my husband tell MrSurber he was happy with the installTo add insult to injury, the windows and the door are now foggingNo other windows in my home fog like these doAll three products need to be replacedThe windows need to be of proper size, and the door needs to be what we orderedAs MrSurber stated to my husband; "A custom door would have run an extra $800.00"As my husband stated; "We would have paid an extra $to get a door that properly fit." MrSurber stated normally people do not do thatWe would have, and even asked Patrick our salesman if that what was needed.I have attached pictures from this morning of the foggingOnly one side of the patio door fogsAdditional pictures of the poor quality of work can be provided to the Revdex.comMrSurber already has the pictures
Regards,
*** *** *** ***