To Whom It May Concern,This is a response to the complaint of *** *** about replacing a fogged glass pane on her *** door sidelight which was installed years ago in 2002.This is a manufacturer's service issue, not an installation issue. In the past *** (the door manufacturer)
offered direct installation services at an additional cost for their warrantied service parts. They no longer offer this serviceIn we offered a one year installation warranty so we are not liable under our contract for something this oldNevertheless we have chosen to act as *** ***'s agent and to try and get the glass from ***It has been an ordeal that has spanned many months. We just got the glass in and due to the long delay, *** has agreed that the material will be no chargeWe will arrange with a glass repair firm to have the glass installed at a modest labor charge and I will contact *** *** in the next few days to arrange the serviceAgain, this is not an installation issue and is not covered under our installation warranty but as a service to our customer we will arrange for the work to be doneSincerely,Bob T***American Energy Master Inc
To Whom it May Concern,This is in response to [redacted]'s complaint about a glass repair from her 2006 window contract. This is essentially a complaint against her window manufacturer and not us. Our company is responsible for the installation of her windows only and we have a 3 year installation...
warranty which expired in 2009. The manufacturer [redacted] is responsible for the window material warranty. For over 50 years, [redacted] has stood by its products and serviced them, dealing directly with the customer. Now under new ownership, [redacted] has changed course and no longer offers this service. Instead, for warranty items, they supply material only - in this case glass - and leave the customer to their own devices.We have complained bitterly to [redacted] about this new policy but to no avail. They will soon close all of their 20 branches and will only ship glass from their [redacted] plant. I explained to [redacted] that she could pick up her glass for free at [redacted] still -open Baltimore branch but she did not want to do this. Even though it is not our responsibility, we have partnered with an independent repair service to help her out. It took an incredibly long time to get the glass from [redacted] and we arranged for an independent glass repair company to install it. The installation was successfully completed on Wednesday 11/19/14. I ask that this complaint be stricken from our record. We did not manufacture the [redacted]'s windows and were never responsible for the material warranty. We're very sorry that [redacted] had a problem and we stepped outside of our responsibilities to lend her a hand in getting her problem solved. Sincerely,Bob T[redacted]American Energy Master
[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 appreciate you finally getting in touch with us and finally fixing the window. I won't agree on everything said but I will agree to disagree.
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]
To Whom It May Concern,This is a response to the complaint of *** *** about replacing a fogged glass pane on her *** door sidelight which was installed years ago in 2002.This is a manufacturer's service issue, not an installation issue. In the past *** (the door manufacturer)
offered direct installation services at an additional cost for their warrantied service parts. They no longer offer this serviceIn we offered a one year installation warranty so we are not liable under our contract for something this oldNevertheless we have chosen to act as *** ***'s agent and to try and get the glass from ***It has been an ordeal that has spanned many months. We just got the glass in and due to the long delay, *** has agreed that the material will be no chargeWe will arrange with a glass repair firm to have the glass installed at a modest labor charge and I will contact *** *** in the next few days to arrange the serviceAgain, this is not an installation issue and is not covered under our installation warranty but as a service to our customer we will arrange for the work to be doneSincerely,Bob T***American Energy Master Inc
To Whom it May Concern,This is in response to [redacted]'s complaint about a glass repair from her 2006 window contract. This is essentially a complaint against her window manufacturer and not us. Our company is responsible for the installation of her windows only and we have a 3 year installation...
warranty which expired in 2009. The manufacturer [redacted] is responsible for the window material warranty. For over 50 years, [redacted] has stood by its products and serviced them, dealing directly with the customer. Now under new ownership, [redacted] has changed course and no longer offers this service. Instead, for warranty items, they supply material only - in this case glass - and leave the customer to their own devices.We have complained bitterly to [redacted] about this new policy but to no avail. They will soon close all of their 20 branches and will only ship glass from their [redacted] plant. I explained to [redacted] that she could pick up her glass for free at [redacted] still -open Baltimore branch but she did not want to do this. Even though it is not our responsibility, we have partnered with an independent repair service to help her out. It took an incredibly long time to get the glass from [redacted] and we arranged for an independent glass repair company to install it. The installation was successfully completed on Wednesday 11/19/14. I ask that this complaint be stricken from our record. We did not manufacture the [redacted]'s windows and were never responsible for the material warranty. We're very sorry that [redacted] had a problem and we stepped outside of our responsibilities to lend her a hand in getting her problem solved. Sincerely,Bob T[redacted]American Energy Master
[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 appreciate you finally getting in touch with us and finally fixing the window. I won't agree on everything said but I will agree to disagree.
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]