[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 would be satisfactory to me
The matter is considered closed since I agreed to repair the crack even though it is not covered by the warranty Here is a recap: - Surface cracks less than 1/8" and not growing are NOT covered by any warranty - Surface cracks greater than 1/8" and growing will be filled - Structure cracks (uneven, etc.) may require break out and re-pour Your crack falls under #but I agreed to cover it anyway as per # I'm not sure what the issue is Rather than banter by Email, please call me when you can
I'm sorry we had a problem with the completion of your job I understand we have been working around your schedule to set up a time to finish the last window install (which you have not paid for yet) As you know, the distributor missed a delivery last Friday which ultimately caused the crew to miss your scheduled time I'm told our office (***) and the installer (***) both called you Friday However, in your comments, you said no one called I also understand Joel has been in regular contact to schedule an installation time I left you a voice mail this morning moments after receiving your Revdex.com notification Please call me so I can better understand what happened I understand we are scheduled to install tomorrow morning Again - my apology for the problem and delays in getting this resolved Once I better understand what took place I will take corrective action with my staff [redacted] President [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards, From: [redacted] Sent: Tuesday, July 22, 10:AM To: drteam Subject: RE: You have a New Message from Revdex.com Regarding Complaint # [redacted] I am not sure why you closed the complaintThere was a response from the company that said they will not provide what was promisedNo action was requested from mePlease reopen the complaintWhat additional info is needed? The company has the contract and warrantyIf they will not agree to honor their commitment I want the record to show this has not been resolved Thank you [redacted] Offshore US Director [redacted] Direct: [redacted] Fax: [redacted]
[redacted] - I'm sorry you felt it necessary to file a Revdex.com complaint. Our Revdex.com record is important to us and we work diligently to avoid this. In this case we have been responsive and have made several visits to continue to evaluate the situation. However, our position is not going to...
change.
Your crack does not qualify for either a structural or surface crack. That said, we agreed to put filler in the crack - which would be the remedy for a surface crack. BTW - there are industry standard definitions for both structure and surface cracks. The only failure that would qualify for break out and replacement would be a structure crack which is defined as a separation of greater than 1/8" AND surface variation of 1/2" or more (uneven surface).
Again - if the crack qualified for warranty the remedy would be filler - not replacement (unless it’s a structure crack as defined above). I'm sorry for the situation - while not warranted; we will still offer to provide filler.
The matter is considered closed since I agreed to repair the crack even though it is not covered by the warranty. Here is a recap:
1 - Surface cracks less than 1/8" and not growing are NOT covered by any warranty
2 - Surface cracks greater than 1/8" and growing will be filled
3 - Structure cracks (uneven, etc.) may require break out and re-pour
Your crack falls under #1 but I agreed to cover it anyway as per #2.
I'm not sure what the issue is...... Rather than banter by Email, please call me when you can.
I'm sorry we had a problem with the completion of your job. I understand we have been working around your schedule to set up a time to finish the last window install (which you have not paid for yet). As you know, the distributor missed a delivery last Friday which ultimately caused the...
crew to miss your scheduled time. I'm told our office ([redacted]) and the installer ([redacted]) both called you Friday. However, in your comments, you said no one called. I also understand Joel has been in regular contact to schedule an installation time.
I left you a voice mail this morning moments after receiving your Revdex.com notification. Please call me so I can better understand what happened.
I understand we are scheduled to install tomorrow morning.
Again - my apology for the problem and delays in getting this resolved. Once I better understand what took place I will take corrective action with my staff.
[redacted] President
[redacted]
[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 would be satisfactory to me.
Windstorm inspections are far more of an art than a science. They enforce rules differently and the rules are constantly changing. In this case, they are wanting evidence of the nailing pattern around ONE window. They should have seen this during their inspections but didn't...
capture it. We will have to remove siding to show them the nailing pattern. WE don't want to do this and I'm sure you don't want this but we will do it.
It will be accomplished by next Tuesday (given the holiday weekend).
I understand [redacted] spoke to you yesterdya and we planned to follow up today. Wish you had let us follow up as the resolution will be the same.
WIndstorm folks march to the beat of their own drummer. We are at their disposal and on their time table. My apology for the delay and apparent lack of communication.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
From: [redacted]
Sent: Tuesday, July 22, 2014 10:44 AM
To: drteam
Subject: RE: You have a New Message from Revdex.com Regarding Complaint #[redacted]
I am not sure why you closed the complaint. There was a response from the company that said they will not provide what was promised. No action was requested from me. Please reopen the complaint. What additional info is needed? The company has the contract and warranty. If they will not agree to honor their commitment I want the record to show this has not been resolved.
Thank you
[redacted]
Offshore US Director
[redacted]
Direct: [redacted]
Fax: [redacted]
[redacted]
[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 would be satisfactory to me
The matter is considered closed since I agreed to repair the crack even though it is not covered by the warranty Here is a recap: - Surface cracks less than 1/8" and not growing are NOT covered by any warranty - Surface cracks greater than 1/8" and growing will be filled - Structure cracks (uneven, etc.) may require break out and re-pour Your crack falls under #but I agreed to cover it anyway as per # I'm not sure what the issue is Rather than banter by Email, please call me when you can
I'm sorry we had a problem with the completion of your job I understand we have been working around your schedule to set up a time to finish the last window install (which you have not paid for yet) As you know, the distributor missed a delivery last Friday which ultimately caused the crew to miss your scheduled time I'm told our office (***) and the installer (***) both called you Friday However, in your comments, you said no one called I also understand Joel has been in regular contact to schedule an installation time I left you a voice mail this morning moments after receiving your Revdex.com notification Please call me so I can better understand what happened I understand we are scheduled to install tomorrow morning Again - my apology for the problem and delays in getting this resolved Once I better understand what took place I will take corrective action with my staff [redacted] President [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards, From: [redacted] Sent: Tuesday, July 22, 10:AM To: drteam Subject: RE: You have a New Message from Revdex.com Regarding Complaint # [redacted] I am not sure why you closed the complaintThere was a response from the company that said they will not provide what was promisedNo action was requested from mePlease reopen the complaintWhat additional info is needed? The company has the contract and warrantyIf they will not agree to honor their commitment I want the record to show this has not been resolved Thank you [redacted] Offshore US Director [redacted] Direct: [redacted] Fax: [redacted]
[redacted] - I'm sorry you felt it necessary to file a Revdex.com complaint. Our Revdex.com record is important to us and we work diligently to avoid this. In this case we have been responsive and have made several visits to continue to evaluate the situation. However, our position is not going to...
change.
Your crack does not qualify for either a structural or surface crack. That said, we agreed to put filler in the crack - which would be the remedy for a surface crack. BTW - there are industry standard definitions for both structure and surface cracks. The only failure that would qualify for break out and replacement would be a structure crack which is defined as a separation of greater than 1/8" AND surface variation of 1/2" or more (uneven surface).
Again - if the crack qualified for warranty the remedy would be filler - not replacement (unless it’s a structure crack as defined above). I'm sorry for the situation - while not warranted; we will still offer to provide filler.
The matter is considered closed since I agreed to repair the crack even though it is not covered by the warranty. Here is a recap:
1 - Surface cracks less than 1/8" and not growing are NOT covered by any warranty
2 - Surface cracks greater than 1/8" and growing will be filled
3 - Structure cracks (uneven, etc.) may require break out and re-pour
Your crack falls under #1 but I agreed to cover it anyway as per #2.
I'm not sure what the issue is...... Rather than banter by Email, please call me when you can.
I'm sorry we had a problem with the completion of your job. I understand we have been working around your schedule to set up a time to finish the last window install (which you have not paid for yet). As you know, the distributor missed a delivery last Friday which ultimately caused the...
crew to miss your scheduled time. I'm told our office ([redacted]) and the installer ([redacted]) both called you Friday. However, in your comments, you said no one called. I also understand Joel has been in regular contact to schedule an installation time.
I left you a voice mail this morning moments after receiving your Revdex.com notification. Please call me so I can better understand what happened.
I understand we are scheduled to install tomorrow morning.
Again - my apology for the problem and delays in getting this resolved. Once I better understand what took place I will take corrective action with my staff.
[redacted] President
[redacted]
[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 would be satisfactory to me.
Windstorm inspections are far more of an art than a science. They enforce rules differently and the rules are constantly changing. In this case, they are wanting evidence of the nailing pattern around ONE window. They should have seen this during their inspections but didn't...
capture it. We will have to remove siding to show them the nailing pattern. WE don't want to do this and I'm sure you don't want this but we will do it.
It will be accomplished by next Tuesday (given the holiday weekend).
I understand [redacted] spoke to you yesterdya and we planned to follow up today. Wish you had let us follow up as the resolution will be the same.
WIndstorm folks march to the beat of their own drummer. We are at their disposal and on their time table. My apology for the delay and apparent lack of communication.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
From: [redacted]
Sent: Tuesday, July 22, 2014 10:44 AM
To: drteam
Subject: RE: You have a New Message from Revdex.com Regarding Complaint #[redacted]
I am not sure why you closed the complaint. There was a response from the company that said they will not provide what was promised. No action was requested from me. Please reopen the complaint. What additional info is needed? The company has the contract and warranty. If they will not agree to honor their commitment I want the record to show this has not been resolved.
Thank you
[redacted]
Offshore US Director
[redacted]
Direct: [redacted]
Fax: [redacted]
[redacted]