To Whom It May Concern: RE: complaint ID [redacted] We are not satisfied with the Kestrel Shutters and Doors..response regarding our complaint ID [redacted] According to [redacted] , President of [redacted] of [redacted] , CO, who attached all of the Kestrel shutters to our home in October, 2013; the shutters are cracked and shrinking due to issues unrelated to attachmentThe first opportunity for him to view the problem was today, October 30, He stated the following: The style and rail frames around the panels are NOT showing any stress,which indicates that there is NO issue with the shutter's attachment to homeHowever, the glue between the wood panels is failing, resulting in all defects revealed in the photos.Therefore, the attachment points are NOT causing the wood to warp and crack [redacted] reported that he has twenty-five years of experience with the manufacturing and installation of wood shutters in ColoradoAdditionally, Jim from Kestrel Shutters stated the following: "I will be speaking with our production manager about [redacted] 's shutters and finishing to see what he recommendsI am hoping to have some suggestions as to what can be done at that pointWe will need to speak with the company that does the [redacted] finishing for us to see about getting sufficient paint to touch up any edges that are exposedHowever, as far as the cracking I am not sure right now as the mounting method is the causeI will send another response over once I have gone over the photos with our production manager." Despite MrL [redacted] 's assurance that he would respond a second time with more information, he has not done soWe have tentatively contracted with a reputable business to repair and paint the shutters ASAP [redacted] Dear [redacted] ] : This message is in regard to your complaint submitted on 10/14/10:12:PM against Kestrel Manufacturing, IncYour complaint was assigned ID [redacted] The business has sent the Revdex.com a message regarding this complaint, and we are passing it on to youThe contents of this message are below or attachedPlease respond to this message in written form within daysThe text of your complaint may be publicly posted on Revdex.coms Web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy)Please do not include any personally identifiable information when you tell us about your problem or in your desired outcomeBy submitting your complaint, you are representing that it is a truthful account of your experience with the businessRevdex.com may edit your complaint to protect privacy rights and to remove inappropriate languageRegards, [redacted] The Revdex.com MESSAGE FROM BUSINESS: Hello, I do know that we did receive photos showing issues with the shutters and finish in emails earlier this yearI thought that those had been addressed at the time but from what [redacted] said they have notI did not see a letter but asking in our office I found the person that did sign for it and, as he was new to our office, he passed it on to someone with more experienceThis is the same person that was to handle the emailsAs she left about months ago to pursue a different career I do not know have any information of any response or lack of responseI would like to speak with our production manager concerning what I see in the photosHe is out today and tomorrow but will be back next weekOnce I speak with him I will be able to give a more complete answerInitially I see the concerns that [redacted] has with her shutters per her emailsMissing screw covers - We did not supply any screw covers as the shutters were to be fully functionalas are all of our shuttersWe were even told in an email from [redacted] that she wanted to make sure that Kestrel Shutters were functional as that is what she intendedEven if the shutters are to be decorative we would NOT recommend anchoring the shutters in each corner and the center as this can cause stress on the shutter during expansion and contraction as well as from the wall surfaces not being flat which is typical of stucco surfacesFixing shutters to a wall in this method are fine for flexible plastic shutters but not solid wood shuttersExposed wood around the edge of the shutters - As we state in our website our raised and flat panels are meant to float to allow for expansion and contractionIf part of the panel is pinched in the shutter in can cause the panels to move in one direction only which gives you the "witness lines" around the edges of the panelsNormally those can be slid back with a minor amount of pressureHowever, since the shutters have been bolted on in different places it may be more difficult to do thisCracking at edges of the panels - this happens when stress is applied to the raised panelThis ties in with the floating panels aboveIf the panels could not float properly, from being fixed at different points in each shutter, then the panels would try and move but be unable to do so, and end up crackingOn one of the windows the shutters even have a widow box screwed on to them causing even more stress on the shutterI will be speaking with our production manager about [redacted] 's shutters and finishing to see what he recommendsI am hoping to have some suggestions as to what can be done at that pointWe will need to speak with the company that does the [redacted] finishing for us to see about getting sufficient paint to touch up any edges that are exposedHowever, as far as the cracking I am not sure right now as the mounting method is the causeI will send another response over once I have gone over the photos with our production managerBest regards, Jim Translate Desired Outcome: We intend to have the repairs made through a private contractor and at this point would expect Kestrel to pay for the repairs or refund the total cost of the shutters immediately
Hello, I do know that we did receive photos showing issues with the shutters and finish in emails earlier this year I thought that those had been addressed at the time but from what [redacted] said they have not I did not see a letter but asking in our office I found the person that did sign for it and, as he was new to our office, he passed it on to someone with more experience This is the same person that was to handle the emails As she left about months ago to pursue a different career I do not know have any information of any response or lack of responseI would like to speak with our production manager concerning what I see in the photos He is out today and tomorrow but will be back next week Once I speak with him I will be able to give a more complete answerInitially I see the concerns that [redacted] has with her shutters per her emailsMissing screw covers - We did not supply any screw covers as the shutters were to be fully functionalas are all of our shutters We were even told in an email from [redacted] that she wanted to make sure that Kestrel Shutters were functional as that is what she intended Even if the shutters are to be decorative we would NOT recommend anchoring the shutters in each corner and the center as this can cause stress on the shutter during expansion and contraction as well as from the wall surfaces not being flat which is typical of stucco surfaces Fixing shutters to a wall in this method are fine for flexible plastic shutters but not solid wood shuttersExposed wood around the edge of the shutters - As we state in our website our raised and flat panels are meant to float to allow for expansion and contraction If part of the panel is pinched in the shutter in can cause the panels to move in one direction only which gives you the "witness lines" around the edges of the panels Normally those can be slid back with a minor amount of pressure However, since the shutters have been bolted on in different places it may be more difficult to do this Cracking at edges of the panels - this happens when stress is applied to the raised panel This ties in with the floating panels above If the panels could not float properly, from being fixed at different points in each shutter, then the panels would try and move but be unable to do so, and end up cracking On one of the windows the shutters even have a widow box screwed on to them causing even more stress on the shutterI will be speaking with our production manager about [redacted] 's shutters and finishing to see what he recommends I am hoping to have some suggestions as to what can be done at that point We will need to speak with the company that does the [redacted] finishing for us to see about getting sufficient paint to touch up any edges that are exposed However, as far as the cracking I am not sure right now as the mounting method is the cause I will send another response over once I have gone over the photos with our production manager Best regards, Jim
We appreciate the opportunity to provide you with information surrounding the transactions with our customer, [redacted] *** [redacted] did contact us in February to begin the quote process with usOur, Jim L***, provided information to him routinely via emails and telephone conversations which is often the case with custom shutter ordersPlease note: Mr Gould often used multiple email addresses to communicate to us ( [redacted] .com and ***@***.com) this sometimes added to delays and unnecessary confusion as well as not always including all in his messages Once [redacted] was ready to move forward, a sales order was entered and sent to [redacted] for his approvalThis is the source document from which we build the order We ask our clients to review carefully and if there are any corrections to let us know prior to returning the order to usThe sales order provides an estimated ship date of April 20,These are estimated ship dates and there are factors outside of our controlThe order was shipped to [redacted] on June 9, At the time, the ball catches and eyelets had not arrived so we sent everything but these itemsThe order was delivered to [redacted] , a freight forwarding company sending product to the islandsThe sail date was June 23, [redacted] notified us on June 29, that the frames were apparently the incorrect dimensions and asked if we had sent the wrong productOn July 31, 2015, [redacted] sent us an email outlining the problem with the order that had been receivedUpon notification of the problem an acknowledgment was sent to him on August 3, A review of the original sales contract indicated that the order had been made according to the contract that [redacted] had signedThat being said we still chose to provide replacements so that the shutters could be made as intended but not as orderedNormally, this is not a problem since we had provided [redacted] with parts that he and his contractor were assembling, on site for his home After multiple conversations internally and with [redacted] and his contractor we sent out additional rails and stiles This second shipment was sent on January 19, and sailed February to the island Upon receipt of the 2nd shipment, [redacted] notified us that some items that were short shipped or made incorrectlyThe stiles were correct, the louvers were correct, however, the replacement rails were sent for a 3.1/2” louver instead of a 2.1/2” louverThis was a mistake on our part We corrected all the above issues as we knew them and shipped to Texas per [redacted] ***'s requestAfter the shipment left for Texas, it was discovered that a message had been sent to only Jim directing us that [redacted] was leaving for the islands ( see note in the second paragraph) It became necessary to reconsign the shipment and pay storage fees until we could resolve the delivery According to our records, and what we believe we have furnished [redacted] with all the necessary parts to make his order complete and have not invoiced him for any additional material or freight and storage costsThe statement that as of August he was still without material to complete his project is not trueHe states that he was able to complete one bedroom only and three bathroomsIf you visit his website you will see this is not true http:// [redacted] .com - http:// [redacted] .com/ [redacted] .jpg - http:// [redacted] .com/ [redacted] .jpg - http:// [redacted] .com/ [redacted] .jpg In keeping with your request to reply within days, we have provided a brief summary of the events concerning this orderIf you should need additional information or details please let us knowWe feel that we have acted in good faith Sincerely,
[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 [redacted] , and find that this resolution is satisfactory to me Please cancel the orderThere is still no excuse for not returning calls or replying to emails to let the customer know about the delays Bad way to run a business Regards, [redacted] ***
To Whom It May Concern: RE: complaint ID [redacted] We are not satisfied with the Kestrel Shutters and Doors..response regarding our complaint ID [redacted] According to [redacted] , President of [redacted] of [redacted] , CO, who attached all of the Kestrel shutters to our home in October, 2013; the shutters are cracked and shrinking due to issues unrelated to attachmentThe first opportunity for him to view the problem was today, October 30, He stated the following: The style and rail frames around the panels are NOT showing any stress,which indicates that there is NO issue with the shutter's attachment to homeHowever, the glue between the wood panels is failing, resulting in all defects revealed in the photos.Therefore, the attachment points are NOT causing the wood to warp and crack [redacted] reported that he has twenty-five years of experience with the manufacturing and installation of wood shutters in ColoradoAdditionally, Jim from Kestrel Shutters stated the following: "I will be speaking with our production manager about [redacted] 's shutters and finishing to see what he recommendsI am hoping to have some suggestions as to what can be done at that pointWe will need to speak with the company that does the [redacted] finishing for us to see about getting sufficient paint to touch up any edges that are exposedHowever, as far as the cracking I am not sure right now as the mounting method is the causeI will send another response over once I have gone over the photos with our production manager." Despite MrL [redacted] 's assurance that he would respond a second time with more information, he has not done soWe have tentatively contracted with a reputable business to repair and paint the shutters ASAP [redacted] Dear [redacted] ] : This message is in regard to your complaint submitted on 10/14/10:12:PM against Kestrel Manufacturing, IncYour complaint was assigned ID [redacted] The business has sent the Revdex.com a message regarding this complaint, and we are passing it on to youThe contents of this message are below or attachedPlease respond to this message in written form within daysThe text of your complaint may be publicly posted on Revdex.coms Web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy)Please do not include any personally identifiable information when you tell us about your problem or in your desired outcomeBy submitting your complaint, you are representing that it is a truthful account of your experience with the businessRevdex.com may edit your complaint to protect privacy rights and to remove inappropriate languageRegards, [redacted] The Revdex.com MESSAGE FROM BUSINESS: Hello, I do know that we did receive photos showing issues with the shutters and finish in emails earlier this yearI thought that those had been addressed at the time but from what [redacted] said they have notI did not see a letter but asking in our office I found the person that did sign for it and, as he was new to our office, he passed it on to someone with more experienceThis is the same person that was to handle the emailsAs she left about months ago to pursue a different career I do not know have any information of any response or lack of responseI would like to speak with our production manager concerning what I see in the photosHe is out today and tomorrow but will be back next weekOnce I speak with him I will be able to give a more complete answerInitially I see the concerns that [redacted] has with her shutters per her emailsMissing screw covers - We did not supply any screw covers as the shutters were to be fully functionalas are all of our shuttersWe were even told in an email from [redacted] that she wanted to make sure that Kestrel Shutters were functional as that is what she intendedEven if the shutters are to be decorative we would NOT recommend anchoring the shutters in each corner and the center as this can cause stress on the shutter during expansion and contraction as well as from the wall surfaces not being flat which is typical of stucco surfacesFixing shutters to a wall in this method are fine for flexible plastic shutters but not solid wood shuttersExposed wood around the edge of the shutters - As we state in our website our raised and flat panels are meant to float to allow for expansion and contractionIf part of the panel is pinched in the shutter in can cause the panels to move in one direction only which gives you the "witness lines" around the edges of the panelsNormally those can be slid back with a minor amount of pressureHowever, since the shutters have been bolted on in different places it may be more difficult to do thisCracking at edges of the panels - this happens when stress is applied to the raised panelThis ties in with the floating panels aboveIf the panels could not float properly, from being fixed at different points in each shutter, then the panels would try and move but be unable to do so, and end up crackingOn one of the windows the shutters even have a widow box screwed on to them causing even more stress on the shutterI will be speaking with our production manager about [redacted] 's shutters and finishing to see what he recommendsI am hoping to have some suggestions as to what can be done at that pointWe will need to speak with the company that does the [redacted] finishing for us to see about getting sufficient paint to touch up any edges that are exposedHowever, as far as the cracking I am not sure right now as the mounting method is the causeI will send another response over once I have gone over the photos with our production managerBest regards, Jim Translate Desired Outcome: We intend to have the repairs made through a private contractor and at this point would expect Kestrel to pay for the repairs or refund the total cost of the shutters immediately
Hello, I do know that we did receive photos showing issues with the shutters and finish in emails earlier this year I thought that those had been addressed at the time but from what [redacted] said they have not I did not see a letter but asking in our office I found the person that did sign for it and, as he was new to our office, he passed it on to someone with more experience This is the same person that was to handle the emails As she left about months ago to pursue a different career I do not know have any information of any response or lack of responseI would like to speak with our production manager concerning what I see in the photos He is out today and tomorrow but will be back next week Once I speak with him I will be able to give a more complete answerInitially I see the concerns that [redacted] has with her shutters per her emailsMissing screw covers - We did not supply any screw covers as the shutters were to be fully functionalas are all of our shutters We were even told in an email from [redacted] that she wanted to make sure that Kestrel Shutters were functional as that is what she intended Even if the shutters are to be decorative we would NOT recommend anchoring the shutters in each corner and the center as this can cause stress on the shutter during expansion and contraction as well as from the wall surfaces not being flat which is typical of stucco surfaces Fixing shutters to a wall in this method are fine for flexible plastic shutters but not solid wood shuttersExposed wood around the edge of the shutters - As we state in our website our raised and flat panels are meant to float to allow for expansion and contraction If part of the panel is pinched in the shutter in can cause the panels to move in one direction only which gives you the "witness lines" around the edges of the panels Normally those can be slid back with a minor amount of pressure However, since the shutters have been bolted on in different places it may be more difficult to do this Cracking at edges of the panels - this happens when stress is applied to the raised panel This ties in with the floating panels above If the panels could not float properly, from being fixed at different points in each shutter, then the panels would try and move but be unable to do so, and end up cracking On one of the windows the shutters even have a widow box screwed on to them causing even more stress on the shutterI will be speaking with our production manager about [redacted] 's shutters and finishing to see what he recommends I am hoping to have some suggestions as to what can be done at that point We will need to speak with the company that does the [redacted] finishing for us to see about getting sufficient paint to touch up any edges that are exposed However, as far as the cracking I am not sure right now as the mounting method is the cause I will send another response over once I have gone over the photos with our production manager Best regards, Jim
We appreciate the opportunity to provide you with information surrounding the transactions with our customer, [redacted] *** [redacted] did contact us in February to begin the quote process with usOur, Jim L***, provided information to him routinely via emails and telephone conversations which is often the case with custom shutter ordersPlease note: Mr Gould often used multiple email addresses to communicate to us ( [redacted] .com and ***@***.com) this sometimes added to delays and unnecessary confusion as well as not always including all in his messages Once [redacted] was ready to move forward, a sales order was entered and sent to [redacted] for his approvalThis is the source document from which we build the order We ask our clients to review carefully and if there are any corrections to let us know prior to returning the order to usThe sales order provides an estimated ship date of April 20,These are estimated ship dates and there are factors outside of our controlThe order was shipped to [redacted] on June 9, At the time, the ball catches and eyelets had not arrived so we sent everything but these itemsThe order was delivered to [redacted] , a freight forwarding company sending product to the islandsThe sail date was June 23, [redacted] notified us on June 29, that the frames were apparently the incorrect dimensions and asked if we had sent the wrong productOn July 31, 2015, [redacted] sent us an email outlining the problem with the order that had been receivedUpon notification of the problem an acknowledgment was sent to him on August 3, A review of the original sales contract indicated that the order had been made according to the contract that [redacted] had signedThat being said we still chose to provide replacements so that the shutters could be made as intended but not as orderedNormally, this is not a problem since we had provided [redacted] with parts that he and his contractor were assembling, on site for his home After multiple conversations internally and with [redacted] and his contractor we sent out additional rails and stiles This second shipment was sent on January 19, and sailed February to the island Upon receipt of the 2nd shipment, [redacted] notified us that some items that were short shipped or made incorrectlyThe stiles were correct, the louvers were correct, however, the replacement rails were sent for a 3.1/2” louver instead of a 2.1/2” louverThis was a mistake on our part We corrected all the above issues as we knew them and shipped to Texas per [redacted] ***'s requestAfter the shipment left for Texas, it was discovered that a message had been sent to only Jim directing us that [redacted] was leaving for the islands ( see note in the second paragraph) It became necessary to reconsign the shipment and pay storage fees until we could resolve the delivery According to our records, and what we believe we have furnished [redacted] with all the necessary parts to make his order complete and have not invoiced him for any additional material or freight and storage costsThe statement that as of August he was still without material to complete his project is not trueHe states that he was able to complete one bedroom only and three bathroomsIf you visit his website you will see this is not true http:// [redacted] .com - http:// [redacted] .com/ [redacted] .jpg - http:// [redacted] .com/ [redacted] .jpg - http:// [redacted] .com/ [redacted] .jpg In keeping with your request to reply within days, we have provided a brief summary of the events concerning this orderIf you should need additional information or details please let us knowWe feel that we have acted in good faith Sincerely,
[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 [redacted] , and find that this resolution is satisfactory to me Please cancel the orderThere is still no excuse for not returning calls or replying to emails to let the customer know about the delays Bad way to run a business Regards, [redacted] ***