Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
they told us that they needed to bring the GAF specialist to determine the causeIt has been already almost two months of waitingWe send them e-mails requesting to continue, however, NewPro sends replies that either they try to speed up the things; however, no visit from GAF had materialized.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I respectfully disagree with the Message from Business. 1. NEWPRO has been sending messages/calling us to let us know that they need an opinion of the manufacturerThey simply never spoke of a” mutually satisfactory resolution”.2. As they explained, their communication with the manufacturer is to ask an advice on what errors were made by the NEWPRO installers (we think that, as a licensed installer, NEWPRO should be able to do this independentlyEven simple calculations anyone can perform using the manufacturer web site calculator show that NEWPRO made serious errors in the new roof ventilation, which results in deterioration of the roof of our house)Furthermore, the manufacturer was never a “partner in this project”NEWPRO simply purchased materials and supplies from GAF, and these items apparently were of good quality as confirmed by NEWPROThus, I think their excuse in postponing delivering a suggestion on the resolution of the roof issues is artificial and not acceptable. In my opinion, NEWPRO is simply using the passing time (months since we contacting them about this issue first time) to downgrade our complaint telling you that they communicate. However, we need them to communicate to us information on, as the say, “mutual satisfactory resolution”, but not just to send us e-mails that they try to obtain an opinion of the supplier of the roofing materials on what they did wrong.In fact, shouldn’t be there some sensible time to conclude this communication? Otherwise, they can “communicate” to us during the whole period of the warranty coverage! I would really appreciate if you understand that we look for presenting to us a mutual satisfactory resolutionAnd the elapsed months look more than sufficient to do this. I respectfully request you to keep the complaint open (or reopen it) until we reach, or at least we are offered by NEWPRO, the “mutual satisfactory resolution”
Regards,
*** ***
NEWPRO is reviewing the details of the complaint and how it was handled to determine if and how we can improve the process. A third party was involved with the glass issue causing a delay longer than expected. Communication is a key component as part of the NEWPRO
experience. NEWPRO always makes the very best effort to expedite and resolve any issues related to product and/or service. We strive for a out of stars from start to finish - communication, demonstration, pricing, installation and service. NEWPRO is installing the window today, 12/3, and apologizes for the inconvenience and length of time it took to make resolution
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
NewPro has been insisting in speaking with/bringing to our house a GAF specialist as a condition before they communicate to us their decision on required repairs. However, they just informed me (two days ago) that they would not be able to bring a GAF specialist, and that they now would try to determine the defects themselves. Historically and sequentially, the following excuses were mentioned to me during the course of the last three months by NewPro: 1. The GAF specialist was overloaded, 2. the GAF specialist left for a trade show, 3. the GAF specialist just retired,4. the new GAF specialist requested a warranty registration number (I provided promptly to NewPro), 5. the GAF specialist was leaving for vacation.Furthermore, I had to educate NewPro on where to find GAF instructions of the calculations of roof ventilation required (GAF website!), and I sent them my own calculations suggesting incompetency of the installer .They still (!) did not deliver an answer on how they will fix the roof issues.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Water is still coming into the house when it rains out and I never complained about the sliders functionality. Water does not drain properly and the black spots on the glazing bead I am unable to remove with any cleaner. Replacing all 4 slider windows with new casements windows, that will not be a deck hazard , will hopefully resolve the water issues and black spots.
Regards,
[redacted]
NEWPRO acknowledges the complaint as reported by Mr. [redacted] and has been in touch with the homeowner. NEWPRO is working with the manufacturer to accommodate Mr. [redacted]'s concerns and review the problem. NEWPRO will continue to stay in communication with Mr. [redacted] with the goal...
to resolve as quickly as possible. NEWPRO is also reviewing the communication process to verify the contact attempts as the lack of communication as noted by Mr. [redacted] is not standard practice. NEWPRO takes great pride in their nationally recognized award winning customer service and continues to learn ways to improve the communication process as part of an exceptional experience from start to finish.
The Installation Manager, [redacted], has spoke with the customer - there were some internal miscommunications regarding this project and what had been said done by the roof installer. NEWPRO agreed to make payment of $168 to cover cost of wood as requested by the homeowner. The...
installation manager communicated this with the installer who communicated it had been done originally. NEWPRO apologizes for any inconvenience and the homeowner has agreed to this resolution.
Bureau:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint #[redacted]. Please add your rejection comments below.
The reason that I am rejecting this response is because the issue should have been issued before any of the recent weather situations that we had. I am requesting that Newpro pays the interest that I incurred on my credit card due to the fact they did not refund my card in a timely manor.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I received a call today informing me that window install will by Friday 4/1. I would like to keep this ticket open until the window arrives and is installed properly. At that point, im happy to accept the business's reply.
regards,
[redacted]
NEWPRO is committed to complete customer satisfaction.We are continuing conversations weekly with the [redacted]s to achieve mutual satisfactory resolution. We are also communicating with the manufacturer who is a partner in this project.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
On 8/27 Ms. [redacted] contacted NEWPRO as a previous NEWPRO customer to obtain a quote on siding and roofing. After the presentation, Ms. [redacted] elected to purchase her roof and siding with NEWPRO. The roof contract was a cash transaction which in the state of MA requires 1/3 deposit down...
and 2/3 upon completion. Ms. [redacted] elected to finance the entire siding project with no money down. When a NEWPRO customer elects to utilize financing there is an option provided called "stage funding" which after the 3 day right of rescission has expired - allows NEWPRO to "stage fund" (obtain funds direct from the bank instead of the customer to start the project - this stage of the funding acts as the initial deposit). The remaining funds are not disbursed until the project is complete and the customer signs a completion certificate. In this case, Ms. [redacted] was approved through our lending source [redacted]. The customer at the point of sale acknowledged in writing the payment terms which states authorization for NEWPRO to draw on the account -$20,625. This transaction occurred on September 1, 2015. NEWPRO would never draw on an account without a customer acknowledging payment terms in writing. As we had a signed borrower's certificate form allowing us to draw on the account NEWPRO is not obligated to re-notify the customer of this transaction. NEWPRO provides a contract at the point of sale and does not provide nor are they obligated to provide an invoice. In addition, NEWPRO was surprised to learn of this complaint as NEWPRO's finance manager spoke direct with the homeowner in full detail about the financing terms - in particular about how stage funding works. The sales manager, product specialist and owner of the company have repeatedly, without success, attempted to contact Ms. [redacted] to discuss and resolve. We request Ms. [redacted] contact, [redacted], direct to discuss next steps - direct line - [redacted].
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
NEWPRO has a service technician scheduled for 5/29/2015 with the homeowner. NEWPRO strives for a delightful experience and is reviewing the communication process related to this experience as it is not standard practice.
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Response from Consumer:Although NewPro had been in touch with [redacted] it was not to our satisfaction and certainly not in a timely fashion. The only responses were after numerous consumer initiated ones. NewPro's discount of < 5% was not an act of good faith, but rather a response to several consumer requests for compensation for the mistakes and numerous delays. NewPro also never communicated that the scheduled Saturday installation day was not a standard install day.Although NewPro did call the day before the installation and warn of a potential cancellation, we were told us that the owner would call us one way or the other no later than 8:30am on the day of install to confirm or cancel the work. [redacted] left [redacted] a message almost 2.5 hrs later (only after being contacted by [redacted]) to cancel the work.[redacted] notified NewPro verbally on January 21 and again on Jan 23, and then via a certified letter on Feb 2, that were terminating our contract and demanded our deposit of $2950 be returned.To this date of Mar 1, we have not received our deposit. This complaint is not resolved and should not be closed.
Regards,
[redacted] And [redacted]
NEWPRO has measured and ordered the replacement glass for window and has communicated these actions with the homeowner. The homeowner is aware the glass is on order, ready to ship and is scheduled for delivery next week. A call will be made early next week to the homeowner (week of 6/21)...
to schedule the service. NEWPRO honors all warranties. NEWPRO apologizes for any delays in service as a result of any miscommunication or lack of communication that may have occurred to the homeowner. This is a high priority and is being expedited.
The owner of the company along with the installation manager met personally with the customer at his residence to discuss his NEWPRO experience. NEWPRO does acknowledge there have been delays and product related issues that we are committed to resolve. NEWPRO strives for an exceptional...
experience from start to finish. NEWPRO requested to replace 10 of the existing windows due to challenges related to manufacturing to which Mr. [redacted] has agreed. For lost time and inconvenience NEWPRO will also replace a BAY window at no charge to which Mr. [redacted] agreed. NEWPRO has been communicating regularly with Mr. [redacted] and the understanding is that we are on the same page and working towards a speedy resolution. NEWPRO fully stands behind their product and will continue to pursue the homeowner's satisfaction. ?
NEWPRO was waiting for receipt of the notice of cancellation form. NEWPRO is refunding the homeowner $2700 within 10 business days. The owner of the company personally spoke with the homeowner.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
they told us that they needed to bring the GAF specialist to determine the causeIt has been already almost two months of waitingWe send them e-mails requesting to continue, however, NewPro sends replies that either they try to speed up the things; however, no visit from GAF had materialized.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I respectfully disagree with the Message from Business. 1. NEWPRO has been sending messages/calling us to let us know that they need an opinion of the manufacturerThey simply never spoke of a” mutually satisfactory resolution”.2. As they explained, their communication with the manufacturer is to ask an advice on what errors were made by the NEWPRO installers (we think that, as a licensed installer, NEWPRO should be able to do this independentlyEven simple calculations anyone can perform using the manufacturer web site calculator show that NEWPRO made serious errors in the new roof ventilation, which results in deterioration of the roof of our house)Furthermore, the manufacturer was never a “partner in this project”NEWPRO simply purchased materials and supplies from GAF, and these items apparently were of good quality as confirmed by NEWPROThus, I think their excuse in postponing delivering a suggestion on the resolution of the roof issues is artificial and not acceptable. In my opinion, NEWPRO is simply using the passing time (months since we contacting them about this issue first time) to downgrade our complaint telling you that they communicate. However, we need them to communicate to us information on, as the say, “mutual satisfactory resolution”, but not just to send us e-mails that they try to obtain an opinion of the supplier of the roofing materials on what they did wrong.In fact, shouldn’t be there some sensible time to conclude this communication? Otherwise, they can “communicate” to us during the whole period of the warranty coverage! I would really appreciate if you understand that we look for presenting to us a mutual satisfactory resolutionAnd the elapsed months look more than sufficient to do this. I respectfully request you to keep the complaint open (or reopen it) until we reach, or at least we are offered by NEWPRO, the “mutual satisfactory resolution”
Regards,
*** ***
The owner of the company spoke with the customer and is working out a resolution for any possible fees incurred
NEWPRO is reviewing the details of the complaint and how it was handled to determine if and how we can improve the process. A third party was involved with the glass issue causing a delay longer than expected. Communication is a key component as part of the NEWPRO
experience. NEWPRO always makes the very best effort to expedite and resolve any issues related to product and/or service. We strive for a out of stars from start to finish - communication, demonstration, pricing, installation and service. NEWPRO is installing the window today, 12/3, and apologizes for the inconvenience and length of time it took to make resolution
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
NewPro has been insisting in speaking with/bringing to our house a GAF specialist as a condition before they communicate to us their decision on required repairs. However, they just informed me (two days ago) that they would not be able to bring a GAF specialist, and that they now would try to determine the defects themselves. Historically and sequentially, the following excuses were mentioned to me during the course of the last three months by NewPro: 1. The GAF specialist was overloaded, 2. the GAF specialist left for a trade show, 3. the GAF specialist just retired,4. the new GAF specialist requested a warranty registration number (I provided promptly to NewPro), 5. the GAF specialist was leaving for vacation.Furthermore, I had to educate NewPro on where to find GAF instructions of the calculations of roof ventilation required (GAF website!), and I sent them my own calculations suggesting incompetency of the installer .They still (!) did not deliver an answer on how they will fix the roof issues.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Water is still coming into the house when it rains out and I never complained about the sliders functionality. Water does not drain properly and the black spots on the glazing bead I am unable to remove with any cleaner. Replacing all 4 slider windows with new casements windows, that will not be a deck hazard , will hopefully resolve the water issues and black spots.
Regards,
[redacted]
NEWPRO acknowledges the complaint as reported by Mr. [redacted] and has been in touch with the homeowner. NEWPRO is working with the manufacturer to accommodate Mr. [redacted]'s concerns and review the problem. NEWPRO will continue to stay in communication with Mr. [redacted] with the goal...
to resolve as quickly as possible. NEWPRO is also reviewing the communication process to verify the contact attempts as the lack of communication as noted by Mr. [redacted] is not standard practice. NEWPRO takes great pride in their nationally recognized award winning customer service and continues to learn ways to improve the communication process as part of an exceptional experience from start to finish.
The Installation Manager, [redacted], has spoke with the customer - there were some internal miscommunications regarding this project and what had been said done by the roof installer. NEWPRO agreed to make payment of $168 to cover cost of wood as requested by the homeowner. The...
installation manager communicated this with the installer who communicated it had been done originally. NEWPRO apologizes for any inconvenience and the homeowner has agreed to this resolution.
The owner of the company has been in regular communication with the homeowner and the deposit is being refunded in full.
Better Business...
Bureau:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint #[redacted]. Please add your rejection comments below.
The reason that I am rejecting this response is because the issue should have been issued before any of the recent weather situations that we had. I am requesting that Newpro pays the interest that I incurred on my credit card due to the fact they did not refund my card in a timely manor.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I received a call today informing me that window install will by Friday 4/1. I would like to keep this ticket open until the window arrives and is installed properly. At that point, im happy to accept the business's reply.
regards,
[redacted]
NEWPRO is committed to complete customer satisfaction.We are continuing conversations weekly with the [redacted]s to achieve mutual satisfactory resolution. We are also communicating with the manufacturer who is a partner in this project.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Regards,
[redacted]
On 8/27 Ms. [redacted] contacted NEWPRO as a previous NEWPRO customer to obtain a quote on siding and roofing. After the presentation, Ms. [redacted] elected to purchase her roof and siding with NEWPRO. The roof contract was a cash transaction which in the state of MA requires 1/3 deposit down...
and 2/3 upon completion. Ms. [redacted] elected to finance the entire siding project with no money down. When a NEWPRO customer elects to utilize financing there is an option provided called "stage funding" which after the 3 day right of rescission has expired - allows NEWPRO to "stage fund" (obtain funds direct from the bank instead of the customer to start the project - this stage of the funding acts as the initial deposit). The remaining funds are not disbursed until the project is complete and the customer signs a completion certificate. In this case, Ms. [redacted] was approved through our lending source [redacted]. The customer at the point of sale acknowledged in writing the payment terms which states authorization for NEWPRO to draw on the account -$20,625. This transaction occurred on September 1, 2015. NEWPRO would never draw on an account without a customer acknowledging payment terms in writing. As we had a signed borrower's certificate form allowing us to draw on the account NEWPRO is not obligated to re-notify the customer of this transaction. NEWPRO provides a contract at the point of sale and does not provide nor are they obligated to provide an invoice. In addition, NEWPRO was surprised to learn of this complaint as NEWPRO's finance manager spoke direct with the homeowner in full detail about the financing terms - in particular about how stage funding works. The sales manager, product specialist and owner of the company have repeatedly, without success, attempted to contact Ms. [redacted] to discuss and resolve. We request Ms. [redacted] contact, [redacted], direct to discuss next steps - direct line - [redacted].
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
NEWPRO has a service technician scheduled for 5/29/2015 with the homeowner. NEWPRO strives for a delightful experience and is reviewing the communication process related to this experience as it is not standard practice.
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Response from Consumer:Although NewPro had been in touch with [redacted] it was not to our satisfaction and certainly not in a timely fashion. The only responses were after numerous consumer initiated ones. NewPro's discount of < 5% was not an act of good faith, but rather a response to several consumer requests for compensation for the mistakes and numerous delays. NewPro also never communicated that the scheduled Saturday installation day was not a standard install day.Although NewPro did call the day before the installation and warn of a potential cancellation, we were told us that the owner would call us one way or the other no later than 8:30am on the day of install to confirm or cancel the work. [redacted] left [redacted] a message almost 2.5 hrs later (only after being contacted by [redacted]) to cancel the work.[redacted] notified NewPro verbally on January 21 and again on Jan 23, and then via a certified letter on Feb 2, that were terminating our contract and demanded our deposit of $2950 be returned.To this date of Mar 1, we have not received our deposit. This complaint is not resolved and should not be closed.
Regards,
[redacted] And [redacted]
NEWPRO has measured and ordered the replacement glass for window and has communicated these actions with the homeowner. The homeowner is aware the glass is on order, ready to ship and is scheduled for delivery next week. A call will be made early next week to the homeowner (week of 6/21)...
to schedule the service. NEWPRO honors all warranties. NEWPRO apologizes for any delays in service as a result of any miscommunication or lack of communication that may have occurred to the homeowner. This is a high priority and is being expedited.
The owner of the company along with the installation manager met personally with the customer at his residence to discuss his NEWPRO experience. NEWPRO does acknowledge there have been delays and product related issues that we are committed to resolve. NEWPRO strives for an exceptional...
experience from start to finish. NEWPRO requested to replace 10 of the existing windows due to challenges related to manufacturing to which Mr. [redacted] has agreed. For lost time and inconvenience NEWPRO will also replace a BAY window at no charge to which Mr. [redacted] agreed. NEWPRO has been communicating regularly with Mr. [redacted] and the understanding is that we are on the same page and working towards a speedy resolution. NEWPRO fully stands behind their product and will continue to pursue the homeowner's satisfaction. ?
NEWPRO was waiting for receipt of the notice of cancellation form. NEWPRO is refunding the homeowner $2700 within 10 business days. The owner of the company personally spoke with the homeowner.