NEWPRO acknowledges the complaints made by Mr. [redacted] and hasas of this date completed all outstanding repairs and installs. [redacted], owner, has been in regularcommunication with the homeowner throughout the process to ensure bestpractices and resolution were achieved and the homeowners...
expectations of theresolutions were met and or exceeded. To summarize the chain of events, NEWPRO’s measuretechnician made an error with measurements on the first floor , resulting insome of the windows to be ordered in an incorrect size. We had communicated and made apologies forthis initial problem which led to additional incidents that have beenaddressed and resolved. In reviewing and explaining our processes with the homeowner, [redacted] relayed, insome instances, especially the measure process which takes great concentration,any distraction unfortunately can result in a mis-measure – this was not madeto excuse the error but to explain and if the interpretation was of disrespect,NEWPRO apologizes. NEWPRO works diligently in the trainingprocess to stress the importance of focus and attention to detail to eliminatethe risk of mismeasure.Unfortunately with this project there were multiple issues that needed addressing. NEWPRO takes any errors very seriousfrom the owner down through the ranks of the company, especially when there aremultiple complaints related to one project. This experience is not representativeof our standards and practices and will be used as a learning opportunity toimprove systems and checks and balances to ensure we reduce the risk of thistype of problem in the future.Most important to NEWPRO, is the communication to our customers to support thereputation for being recognized nationally as a top rated customer serviceprovider in the home improvement industry. We are proud to say 2015 is NEWPRO’s 70th year serving NewEngland Homeowners with the same family owned leadership. We expect to deliver no less than exceptionalexperience from start to finish throughout the company both inside andout.
In response to the high pressure sales tactics - the customer purchased product and over a month later added to the project. The customer is cancelling due to missed ESTIMATED START AND FINISH DATES - which he initialed understanding it was estimated time frames. In our opinion in our industry plus the fact there was additional product added to the order - there are sometimes circumstances beyond our control which effect the start and finish dates, which is why we require a customer to initial and acknowledge they understand that. In our industry a completion approximately one week past the ESTIMATED completion date is not unreasonable. It is challenging to communicate this issue at this point via email - we are not applying high pressure tactics - we simply want to have dialog to more efficiently come to a resolution. NEWPRO is more than willing to have further discussions regarding this project at the customer's convenience.
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.
[In Mr. [redacted]'s response to my initial compliant he has revealed a further example of the pressure tactics and obfuscation that he and Newpro's representatives engage in. My wife and I have declined to meet with Mr. [redacted] precisely because we felt harassed by these high pressure sales and interactions. Instead we requested that our correspondence be limited to email. Mr. [redacted] neglected to mention this in his rebuttal. So, we have left the door open for a reasonable solution to this dilemma. Also at issue is Mr. [redacted]'s statement that we "still have not given him a reason for cancellation". This is patently untrue. We are cancelling because the company has failed to meet its obligations. In the contract the company provides both an estimated start and estimated completion date. Neither date was met, and the product was not delivered or installed by either date. To add to this concern of ours, we were told by one representative that the weather was delaying installation. We were told by another that installation was delayed because the original order was a "custom" order. We were also told by Mr. [redacted] that the delay was caused by the addition of flashing. Well these three different excuses, coupled with attempts to reach representatives which were either ignored or to which the response was "the order will start in 2 weeks" (which never came), left us with a bad feeling about the competence of Newpro and its representatives. This is our reason for cancellation, which has been repeatedly stated to Mr. [redacted], but sadly has been repeatedly ignored.Our solution to this problem is now, and has always been to arrive at a reasonable compromise. We asked Mr. [redacted] to provide us with a refund which covers the costs to pull a permit, and for supplies which cannot be returned, restocked or reused. Mr. [redacted] has maintained that these costs amount to over $8,000. This is an unreasonable policy and we politely request that it be changed. These materials which have been purchased can certainly be used on another home installation. These are new, untouched faux cedar style shingles in a standard size (as described to us by the salesman who sold us the product). What is custom about this? Cannot these shingles be used for a new customer. We are very unsatisfied, and out $11,000 at this point. The number is $11,000 because settling for a $3000 refund is no consolation and unfair. Yes we signed a contract, this is true. But there are times as a businessperson where considering the reasonable requests of a customer should allow you to relook at one's own policy. After all, we have no siding and no product and are out $11,000.
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 am rejecting the business response because I have been reaching out to [redacted] as he wanted me to by calling his office and cell phone. I leave a voice mail on both with my name and phone number and he never responds back. Instead he emails me and tells me again to call him on Monday. I emailed him back saying the earliest I can call is Friday September 18th after 3:30. I also told him he may call me Sunday September 13th anytime as I will be home. I have not heard from him as of yet. I will agree to his offer as long as 1) the base is installed in the same place as my old base was and they do not have to put a molding on my floor and 2) it needs to be installed on my time as my husband is away for at least 2 weeks or more on vacation and I cannot take time off from work.He originally told me on August 31 st that the shower should be in that week and the door in the following week which should have been September 11th. Now he is saying yo you another 7-10 have been added on. I just don't know if I can trust what he says anymore.if he cannot agree to these terms then I want my money back---down payment and payments we have made since.
Regards,
[redacted]
This refund has been issued to customer. NEWPRO apologizes for any delay in communication - unforeseen delays were due to the recent weather conditions and state of emergency. NEWPRO follows all guidelines and policies related to refunds. Thank you.
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.
[When we signed the contract, the salesman had informed us that we would be contacted if NEWPRO was not able to make the installation date of 12/3. They did not call nor show up. We had to go through the inconvenience of clearing the room, preparing water for meals as they would be switching. When of water for 4 hours. When I contacted the salesman who I signed the contract with and given a check for deposit, he failed to respond and then did not pick up my phone. When I finally got in touch with their manager, and asked for refund as NEWPRO had failed to keep their part of contract. -- This was refused and I was told the they had every right to not make that date as per the contract...The new date given by NEWPRO of 12/12, the installers did not show up until well after 9:30 AM. estimated date of 12/03 even if they failed to inform me. I felt humiliated but Their time give to us was between 730 to 8:30. Again, we had to go through the inconvenience of clearing the access for them etc.. When the installers came, they did not have all the material. Again my request of refund was denied even though it was clearly their fault. Not a way to conduct business in today's climate. I also told them that I was going to be away from 12.21 through 1/06. When I met with their owner, it was to explore options (according to their manager). However, it turned out to be1. NO they would not refund,2. The fact that I had stated that I paid cash that the deposited on 11/3 was a case for slander ( I corrected this by sending you an email).3. When I told the owner that the best way forward for me was for them to refund my money and I had no desire to install anything NEWPRO in my house was completely ignored. I had told the owner that I would contact them after I return after exploring my options. I am not happy with my experience with NEWPRO, I do not trust them, They did not treat me with respect due. I have no faith in them providing me with adequate confidence that they will do good job for the money charged. I have no confidence that they will provide me with follow up service if needed. I will not be able to sleep with ease. If possible I would not like to deal with business that exploits their customer instead of emphasizing with them, seeing the inconvenience caused from Customers perspective and handling Customers with sensitivity particular when NEWPRO failed to keep their part of bargain twice. I will contact Revdex.com before responding to NEWPRO in case this matter is not resolved to my satisfaction. Thank You.
Regards,
[redacted]
Mr. [redacted] inquired with NEWPRO for a siding project. The appointment was scheduled for May 4. A product specialist visited his home to review the project and leave him with a quote. Mr [redacted] decided to sign the contract on that visit to install siding on his home. On every...
contract NEWPRO is required to identify an estimated start date. The estimated start date was identified as 6/27/2016 with an estimated completion date of 7/8/2016. Mr. [redacted] initialed these dates with the understanding these were estimated dates which is why NEWPRO requires the initial to be sure this was brought to the attention of the homeowner. On June 15 over a month later, Mr. [redacted] requested additional work to be done adding a porch seiling and insulation. At that point additional product was required to be ordered contributing to the missed estimated start date. The owner of the company spoke with Mr. [redacted] on Friday July 8 and notified him that all product was received and we were ready to start the project on Tuesday, July 12. Based on our projected time to complete we would have been only over 1 week past the estimated completion date of 7/8. To this date Mr. [redacted], has not provided us with a reason for cancel. In good faith NEWPRO has made several attempts to meet personally with Mr. [redacted] to discuss his concerns of which Mr. [redacted] will not allow the opportunity to do so. NEWPRO has incurred costs for this project - permit, commissions, administrative and special order siding materials that have been delivered and invoiced to NEWPRO. The terms and conditions of the contract clearly state the customer can cancel the contract but with forfeit of 33.3% per the terms and conditions of the agreement. NEWPRO is not electing to try and recoup 33.3% but only the cost incurred which is $8$8064.20 which is 27% of the contract. The company is entitled to $9877.45 for the full 33.3% but would never expect the customer to pay beyond costs incurred. NEWPRO has a refund check in the amount of $2935.80 which is the difference from what we have received to date and what we require for him to cancel his contract. We are waiting for response from the customer to either proceed with the project and complete the siding installation, meet with the owner or proceed with the balance due processing. Our preference is to deliver and install the product and service NEWPRO committed to deliver and/or meet with the homeowner to discuss.
NEWPRO would very much like to resolve this complaint and complete installation for the homeowners. We have their custom made product in our warehouse ready for install at their convenience. NEWPRO has made multiple attempts to accommodate the homeowner - we acknowledge there was a delay in product. We have a signed legal document - NEWPRO has not agreed to refund their money as we have incurred costs - the product was custom made and delivered to our warehouse ready for install. We have had multiple interactions offering financial considerations and install accommodations as well as offering our apologies for the delay - there is nothing more NEWPRO would like to do than deliver and install the products as custom ordered for their home and fulfill our obligation to the homeowner.
NEWPRO Service manager has communicated with the homeowner and has ordered a replacement. This will be expedited and handled by the service manager. NEWPRO apologizes for the delays and miscommunications. NEWPRO takes great pride in their 70 year reputation for exceptional products...
and services throughout New England. Our goal is to delight our customers from start to finish. We are carefully evaluating the process to determine what steps need to be made for improvement.
Hi In my above reference complain I had stated "... Takes deposit in cash @ signing of contract of work with lots of talk about keep their workmanship, boasting of their A+ @ Revdex.com. Once money has been deposited, they do not follow up." Yesterday my spouse and I met with their...
owner & their manager. The matter has not been resolved to my satisfaction. However, the owner did point out that I was wrong to state the the deposit was taken in cash when paid by check. - The deposit was by check that we deposited by NEWPRO on 11/02/2015. According to the owner, I should correct this error otherwise, it could be case for defamation.. I committed to do this at the earliest.Kindly make this change and thank you for following up!Please accept my apologies for any inconvenience causedThank you!
NEWPRO has refunded this customer their deposit in full. NEWPRO recently installed new payment processing technology for customer privacy and protection. This customer's deposit was processed in the required time but we were no aware the refund had to be processed with the same terminal...
that it was originally processed which caused a delay. This was corrected and refunded in full. NEWPRO apologizes for the inconvenience. Thank you.
NEWPRO does acknowledge the unfortunate delay. The glass has been ordered and service will be scheduled. Due to customization and high performance spacer used to manufacture our windows - there was an unforeseen backorder on the color and size. The owner has reached out to the...
customer to handle personally and is reviewing the communication failure as NEWPRO prides themselves on exceptional customer service supported by National industry awards. NEWPRO will resolve with the customer.
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. The company come and did the window on June 10th. Then on the 12th the company called and wanted to schedule to fix the window. They need to look into there customer service. ,
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] with the assumption that a condition of the resolution proposed by NEWPRO and not documented in its response to Revdex.com is met in full. On the date that the owner of NEWPRO and a manager met with me and documented outstanding issues and offered the aforementioned resolution (March 4, 2015) a condition of our agreement was that the repair/replacement of defective, damaged and 'wrong type' windows will be completed to my 100% satisfaction within 45 days.I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
The owner of the company, [redacted], has communicated with the homeowner via phone calls and emails throughout the process of this project. The bath design specialist presented aproduct to meet the needs of the homeowner which was agreed upon and purchased – NEWPRO installed per the...
agreement and specs in the contract, a 36” neo-angleshower – the customer expected a larger neo-angle shower pan although they received what they ordered - which is the largest shower pan weoffer. However, to meet the needs of the homeowner and with the goal to exceed satisfaction, we worked closely with oursupplier to custom fabricate a pan that is 38” which is larger than what they produce. They agreed to do the custom manufacturing project to replace what weinstalled to meet the expectations of the homeowner – the supplier reengineered a larger custom pan to meet the needs of the customer. All of this was offered at no charge to the homeowneras good faith and in appreciation for their business. We were quoted a four week lead time for redesigning from the manufacturer based on engineering - it has been slightly delayed from themanufacturer based on the custom nature of the project. We hope to have the product within the next 7-10 days and we will expedite installation upon arrival of product.
The NEWPRO customer interpreted the estimated start date as the date of installation - NEWPRO's contract clearly states this is an estimated start date. Once an agreed upon date was set to meet their preference for a Saturday install our installation team arrived at the job and determined after pre install inspection that to do the job correctly an additional accessory piece was required. The install was postponed to avoid any problems that would have been incurred if we were to proceed as ordered. The owner of the company met personally with the customer and have worked out the issues and concerns. The customer is to contact NEWPRO after January 6 to reschedule and complete the installation. The customer has the owners direct phone number for contact.
NEWPRO's installation manager visited with the customer today 2/19/2015 and developed a corrective action plan. Per the customer's request, a service tech will be onsite next week to tighten the tub spout and address the caulking concerns. Customer was happy with our prompt...
NEWPRO acknowledges the complaints made by Mr. [redacted] and hasas of this date completed all outstanding repairs and installs. [redacted], owner, has been in regularcommunication with the homeowner throughout the process to ensure bestpractices and resolution were achieved and the homeowners...
expectations of theresolutions were met and or exceeded. To summarize the chain of events, NEWPRO’s measuretechnician made an error with measurements on the first floor , resulting insome of the windows to be ordered in an incorrect size. We had communicated and made apologies forthis initial problem which led to additional incidents that have beenaddressed and resolved. In reviewing and explaining our processes with the homeowner, [redacted] relayed, insome instances, especially the measure process which takes great concentration,any distraction unfortunately can result in a mis-measure – this was not madeto excuse the error but to explain and if the interpretation was of disrespect,NEWPRO apologizes. NEWPRO works diligently in the trainingprocess to stress the importance of focus and attention to detail to eliminatethe risk of mismeasure.Unfortunately with this project there were multiple issues that needed addressing. NEWPRO takes any errors very seriousfrom the owner down through the ranks of the company, especially when there aremultiple complaints related to one project. This experience is not representativeof our standards and practices and will be used as a learning opportunity toimprove systems and checks and balances to ensure we reduce the risk of thistype of problem in the future.Most important to NEWPRO, is the communication to our customers to support thereputation for being recognized nationally as a top rated customer serviceprovider in the home improvement industry. We are proud to say 2015 is NEWPRO’s 70th year serving NewEngland Homeowners with the same family owned leadership. We expect to deliver no less than exceptionalexperience from start to finish throughout the company both inside andout.
In response to the high pressure sales tactics - the customer purchased product and over a month later added to the project. The customer is cancelling due to missed ESTIMATED START AND FINISH DATES - which he initialed understanding it was estimated time frames. In our opinion in our industry plus the fact there was additional product added to the order - there are sometimes circumstances beyond our control which effect the start and finish dates, which is why we require a customer to initial and acknowledge they understand that. In our industry a completion approximately one week past the ESTIMATED completion date is not unreasonable. It is challenging to communicate this issue at this point via email - we are not applying high pressure tactics - we simply want to have dialog to more efficiently come to a resolution. NEWPRO is more than willing to have further discussions regarding this project at the customer's convenience.
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.
[In Mr. [redacted]'s response to my initial compliant he has revealed a further example of the pressure tactics and obfuscation that he and Newpro's representatives engage in. My wife and I have declined to meet with Mr. [redacted] precisely because we felt harassed by these high pressure sales and interactions. Instead we requested that our correspondence be limited to email. Mr. [redacted] neglected to mention this in his rebuttal. So, we have left the door open for a reasonable solution to this dilemma. Also at issue is Mr. [redacted]'s statement that we "still have not given him a reason for cancellation". This is patently untrue. We are cancelling because the company has failed to meet its obligations. In the contract the company provides both an estimated start and estimated completion date. Neither date was met, and the product was not delivered or installed by either date. To add to this concern of ours, we were told by one representative that the weather was delaying installation. We were told by another that installation was delayed because the original order was a "custom" order. We were also told by Mr. [redacted] that the delay was caused by the addition of flashing. Well these three different excuses, coupled with attempts to reach representatives which were either ignored or to which the response was "the order will start in 2 weeks" (which never came), left us with a bad feeling about the competence of Newpro and its representatives. This is our reason for cancellation, which has been repeatedly stated to Mr. [redacted], but sadly has been repeatedly ignored.Our solution to this problem is now, and has always been to arrive at a reasonable compromise. We asked Mr. [redacted] to provide us with a refund which covers the costs to pull a permit, and for supplies which cannot be returned, restocked or reused. Mr. [redacted] has maintained that these costs amount to over $8,000. This is an unreasonable policy and we politely request that it be changed. These materials which have been purchased can certainly be used on another home installation. These are new, untouched faux cedar style shingles in a standard size (as described to us by the salesman who sold us the product). What is custom about this? Cannot these shingles be used for a new customer. We are very unsatisfied, and out $11,000 at this point. The number is $11,000 because settling for a $3000 refund is no consolation and unfair. Yes we signed a contract, this is true. But there are times as a businessperson where considering the reasonable requests of a customer should allow you to relook at one's own policy. After all, we have no siding and no product and are out $11,000.
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 am rejecting the business response because I have been reaching out to [redacted] as he wanted me to by calling his office and cell phone. I leave a voice mail on both with my name and phone number and he never responds back. Instead he emails me and tells me again to call him on Monday. I emailed him back saying the earliest I can call is Friday September 18th after 3:30. I also told him he may call me Sunday September 13th anytime as I will be home. I have not heard from him as of yet. I will agree to his offer as long as 1) the base is installed in the same place as my old base was and they do not have to put a molding on my floor and 2) it needs to be installed on my time as my husband is away for at least 2 weeks or more on vacation and I cannot take time off from work.He originally told me on August 31 st that the shower should be in that week and the door in the following week which should have been September 11th. Now he is saying yo you another 7-10 have been added on. I just don't know if I can trust what he says anymore.if he cannot agree to these terms then I want my money back---down payment and payments we have made since.
Regards,
[redacted]
This refund has been issued to customer. NEWPRO apologizes for any delay in communication - unforeseen delays were due to the recent weather conditions and state of emergency. NEWPRO follows all guidelines and policies related to refunds. Thank you.
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.
[When we signed the contract, the salesman had informed us that we would be contacted if NEWPRO was not able to make the installation date of 12/3. They did not call nor show up. We had to go through the inconvenience of clearing the room, preparing water for meals as they would be switching. When of water for 4 hours. When I contacted the salesman who I signed the contract with and given a check for deposit, he failed to respond and then did not pick up my phone. When I finally got in touch with their manager, and asked for refund as NEWPRO had failed to keep their part of contract. -- This was refused and I was told the they had every right to not make that date as per the contract...The new date given by NEWPRO of 12/12, the installers did not show up until well after 9:30 AM. estimated date of 12/03 even if they failed to inform me. I felt humiliated but Their time give to us was between 730 to 8:30. Again, we had to go through the inconvenience of clearing the access for them etc.. When the installers came, they did not have all the material. Again my request of refund was denied even though it was clearly their fault. Not a way to conduct business in today's climate. I also told them that I was going to be away from 12.21 through 1/06. When I met with their owner, it was to explore options (according to their manager). However, it turned out to be1. NO they would not refund,2. The fact that I had stated that I paid cash that the deposited on 11/3 was a case for slander ( I corrected this by sending you an email).3. When I told the owner that the best way forward for me was for them to refund my money and I had no desire to install anything NEWPRO in my house was completely ignored. I had told the owner that I would contact them after I return after exploring my options. I am not happy with my experience with NEWPRO, I do not trust them, They did not treat me with respect due. I have no faith in them providing me with adequate confidence that they will do good job for the money charged. I have no confidence that they will provide me with follow up service if needed. I will not be able to sleep with ease. If possible I would not like to deal with business that exploits their customer instead of emphasizing with them, seeing the inconvenience caused from Customers perspective and handling Customers with sensitivity particular when NEWPRO failed to keep their part of bargain twice. I will contact Revdex.com before responding to NEWPRO in case this matter is not resolved to my satisfaction. Thank You.
Regards,
[redacted]
Mr. [redacted] inquired with NEWPRO for a siding project. The appointment was scheduled for May 4. A product specialist visited his home to review the project and leave him with a quote. Mr [redacted] decided to sign the contract on that visit to install siding on his home. On every...
contract NEWPRO is required to identify an estimated start date. The estimated start date was identified as 6/27/2016 with an estimated completion date of 7/8/2016. Mr. [redacted] initialed these dates with the understanding these were estimated dates which is why NEWPRO requires the initial to be sure this was brought to the attention of the homeowner. On June 15 over a month later, Mr. [redacted] requested additional work to be done adding a porch seiling and insulation. At that point additional product was required to be ordered contributing to the missed estimated start date. The owner of the company spoke with Mr. [redacted] on Friday July 8 and notified him that all product was received and we were ready to start the project on Tuesday, July 12. Based on our projected time to complete we would have been only over 1 week past the estimated completion date of 7/8. To this date Mr. [redacted], has not provided us with a reason for cancel. In good faith NEWPRO has made several attempts to meet personally with Mr. [redacted] to discuss his concerns of which Mr. [redacted] will not allow the opportunity to do so. NEWPRO has incurred costs for this project - permit, commissions, administrative and special order siding materials that have been delivered and invoiced to NEWPRO. The terms and conditions of the contract clearly state the customer can cancel the contract but with forfeit of 33.3% per the terms and conditions of the agreement. NEWPRO is not electing to try and recoup 33.3% but only the cost incurred which is $8$8064.20 which is 27% of the contract. The company is entitled to $9877.45 for the full 33.3% but would never expect the customer to pay beyond costs incurred. NEWPRO has a refund check in the amount of $2935.80 which is the difference from what we have received to date and what we require for him to cancel his contract. We are waiting for response from the customer to either proceed with the project and complete the siding installation, meet with the owner or proceed with the balance due processing. Our preference is to deliver and install the product and service NEWPRO committed to deliver and/or meet with the homeowner to discuss.
NEWPRO would very much like to resolve this complaint and complete installation for the homeowners. We have their custom made product in our warehouse ready for install at their convenience. NEWPRO has made multiple attempts to accommodate the homeowner - we acknowledge there was a delay in product. We have a signed legal document - NEWPRO has not agreed to refund their money as we have incurred costs - the product was custom made and delivered to our warehouse ready for install. We have had multiple interactions offering financial considerations and install accommodations as well as offering our apologies for the delay - there is nothing more NEWPRO would like to do than deliver and install the products as custom ordered for their home and fulfill our obligation to the homeowner.
NEWPRO Service manager has communicated with the homeowner and has ordered a replacement. This will be expedited and handled by the service manager. NEWPRO apologizes for the delays and miscommunications. NEWPRO takes great pride in their 70 year reputation for exceptional products...
and services throughout New England. Our goal is to delight our customers from start to finish. We are carefully evaluating the process to determine what steps need to be made for improvement.
Hi In my above reference complain I had stated "... Takes deposit in cash @ signing of contract of work with lots of talk about keep their workmanship, boasting of their A+ @ Revdex.com. Once money has been deposited, they do not follow up." Yesterday my spouse and I met with their...
owner & their manager. The matter has not been resolved to my satisfaction. However, the owner did point out that I was wrong to state the the deposit was taken in cash when paid by check. - The deposit was by check that we deposited by NEWPRO on 11/02/2015. According to the owner, I should correct this error otherwise, it could be case for defamation.. I committed to do this at the earliest.Kindly make this change and thank you for following up!Please accept my apologies for any inconvenience causedThank you!
NEWPRO has refunded this customer their deposit in full. NEWPRO recently installed new payment processing technology for customer privacy and protection. This customer's deposit was processed in the required time but we were no aware the refund had to be processed with the same terminal...
that it was originally processed which caused a delay. This was corrected and refunded in full. NEWPRO apologizes for the inconvenience. Thank you.
NEWPRO does acknowledge the unfortunate delay. The glass has been ordered and service will be scheduled. Due to customization and high performance spacer used to manufacture our windows - there was an unforeseen backorder on the color and size. The owner has reached out to the...
customer to handle personally and is reviewing the communication failure as NEWPRO prides themselves on exceptional customer service supported by National industry awards. NEWPRO will resolve with the customer.
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. The company come and did the window on June 10th. Then on the 12th the company called and wanted to schedule to fix the window. They need to look into there customer service. ,
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] with the assumption that a condition of the resolution proposed by NEWPRO and not documented in its response to Revdex.com is met in full. On the date that the owner of NEWPRO and a manager met with me and documented outstanding issues and offered the aforementioned resolution (March 4, 2015) a condition of our agreement was that the repair/replacement of defective, damaged and 'wrong type' windows will be completed to my 100% satisfaction within 45 days.I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
The owner of the company, [redacted], has communicated with the homeowner via phone calls and emails throughout the process of this project. The bath design specialist presented aproduct to meet the needs of the homeowner which was agreed upon and purchased – NEWPRO installed per the...
agreement and specs in the contract, a 36” neo-angleshower – the customer expected a larger neo-angle shower pan although they received what they ordered - which is the largest shower pan weoffer. However, to meet the needs of the homeowner and with the goal to exceed satisfaction, we worked closely with oursupplier to custom fabricate a pan that is 38” which is larger than what they produce. They agreed to do the custom manufacturing project to replace what weinstalled to meet the expectations of the homeowner – the supplier reengineered a larger custom pan to meet the needs of the customer. All of this was offered at no charge to the homeowneras good faith and in appreciation for their business. We were quoted a four week lead time for redesigning from the manufacturer based on engineering - it has been slightly delayed from themanufacturer based on the custom nature of the project. We hope to have the product within the next 7-10 days and we will expedite installation upon arrival of product.
NEWPRO's installation manager is meeting with the customer on Friday, May 22 to resolve concerns.
The NEWPRO customer interpreted the estimated start date as the date of installation - NEWPRO's contract clearly states this is an estimated start date. Once an agreed upon date was set to meet their preference for a Saturday install our installation team arrived at the job and determined after pre install inspection that to do the job correctly an additional accessory piece was required. The install was postponed to avoid any problems that would have been incurred if we were to proceed as ordered. The owner of the company met personally with the customer and have worked out the issues and concerns. The customer is to contact NEWPRO after January 6 to reschedule and complete the installation. The customer has the owners direct phone number for contact.
NEWPRO's installation manager visited with the customer today 2/19/2015 and developed a corrective action plan. Per the customer's request, a service tech will be onsite next week to tighten the tub spout and address the caulking concerns. Customer was happy with our prompt...
response.