Kalivoda Insurance

Initial Business Response /* (1000, 5, 2016/10/19) */
October 18,
Revdex.com Serving The Atlantic Provinces
Case #***
I was contacted by *** *** of Targetts *** and Doors concerning a notice he received regarding a customer complaint reference Case# *** *** ***I am
replying to this Complaint as it is a *** *** Service Request and Warranty dispute, not Targetts *** and DoorsI, *** *** Service Coordinator have been in communication with *** *** regarding the issue with her ***
*** Service Request #XXXXX was in place for *** ***There were thermals to be looked after for herI left a message for *** on June 29th, July 4th and finally reached her on July 7thI spoke to *** about the issue she was experiencing with her thermals and explained the procedures *** had in place to get her thermals replaced at a subsidized pricing as it was a non-warranty issue
I explained to *** that I was calling from *** *** on her service requestI also explained that although she went to Targetts to buy her ***, it is a *** product and the warranty is ***s warranty not TargettsTargetts is a customer of *** *** and not affiliated in any wayThe Warranty on her *** is lifetime on a Hermetic Seal Failure and one year on laborThe issue she is experiencing is due to the chemical reaction of the uv rays and the *** *** bar that is causing the issue currently in the industry, affecting many customers, and is, unfortunately, not covered by the warranty in placeThe spacer bar used in the manufacturing process by *** is a component of the thermal, seal is intact and that is what the warranty covers
*** is committed in trying to at least get some resolution for the customers that are affected with these thermalsIt is an unpleasant situation for all involvedWith all the information now in place the format in moving forward had to be addressedThe subsidized pricing on the thermals and labor is *** effort for all that are affectedThe changes to procedure were implemented in late *** with much thought and concern in a difficult situation
On July 7th when this was all explained to ***, she was not happyShe stated she would only pay for the labor like she has all alongI told her I would add all the notes to her file explaining how she feltI emailed her at the same time with all my contact information in case she had any questionThe quote was sent to her on July 7th by email
On July 12th I called and left a voicemail on both of her numbers as she was not happy when I last spoke to her and I really wanted to follow up and touch base now that she had her quoteI called again on July and left another voicemail*** called me back on July 25thShe was not happy, again stated she only wanted to pay the labor, did not want to listen to me and cut me off at the endShe kept stating that she was unhappy with Targetts and did not want to hear about *** I really tried to help by reaching out with her to discuss, but she just didn't want to listen
Resolution:
*** will contact *** to advise we will offer to replace the thermals and only charge the labor for the current service request in placeShould any other thermals fail due to the *** *** bar she will be quoted, as we do for all our customers, at the subsidized pricing for a non-warranty issue
Yours truly,
*** ***
Service Coordinator
*** *** and Doors
X-XXX-XXX-XXXX *** ***
Initial Consumer Rebuttal /* (2000, 7, 2016/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response however, I have a question at the bottom of this correspondence
*** *** described in accurate detail our conversations and it's true that she told me it was a *** warranty issue, however, it was *** personnel who had told me the *** were a lifetime warranty which is why I bought from themI have reviewed the email from *** *** which quoted the following: Here is your thermal quote attached, if you would like to go ahead with this order please send confirmationThis process usually takes 6-weeks
Summary
Market Price $ ***
*** Subsidy *** (Equals) $ ***
Labor *** (Equals) $ ***
However the attached pdf file to *** email showed the following:
Line # Quantity SQUARE THERMAL UNIT
7/LEA, CAP POUR TRANSPORT
01WHT W=31;H=5/16;
Size X RSO X 18.2835H=1/4;
Size X RSO X 26.2756H=40;
Size X RSO X 41.0000H=40;
Size X RSO X
Color: WHITE
Unit Price Amount ***
Qty
TOTAL NUMBER OF ITEMS Subtotal $ ***
HST reg# RXXXXXXXXX $ ***
TOTAL (including HST) $ ***
Therefore, my question is am I expected to pay the email quote of *** or the attached pdf quote which indicated *** plus HST ***