[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Job was signed at the end of March and measured March 31st. Install was performed on Tue May 16th. The installers found that when they unwrapped the patio door on site that the internal mini-blinds were not inside. Not a huge deal, we can just swap out the glass/sashes after new...
parts arrive. Door was installed that day and was functioning properly when I stopped out that afternoon. I do my best to inform customers that the new windows are usually deeper than the old ones, so some sill space may be lost. Perhaps I didn't in this case, which I apologized for. The blinds would not mount into same spot as they were, which is a common thing with blinds mounted inside the window well with little room to give. To address the concerns, we made a trip out the following day to fix the concerns. Namely a couple drywall cracks (Which doesn't happen often, usually occurs due to the drywall being wet in the past and being weakened. When that occurs, patching the drywall is the most common remedy. There's a lot of pressure applied to the wall when removing some of the older windows, that pressure is what can crack the drywall. I have told my installers to avoid putting a foot on the sill for leverage when at all possible.). And the other concern of the blinds. We offered to install external mounts to reuse the current blinds, which was denied. We patched the drywall in a couple spots. Apologized for missing several screws left in one small area on the deck. (We are human, once every now and again something may be overlooked on clean-up.) So as of that day, all was well except waiting on the manufacturer to get me new glass with blinds inside, which was told to you that normally that's a 3-4 lead time on parts. The door was operating smoothly at that time.June 28th, we went to retrieve door parts, found that they were no where to be found and they can't find the order. Someone had not pushed it through when I had called day of original install and asked for them. I informed customer of delay, and that they were ordered again by me, unfortunately it re-set the lead time. I was informed that the door wasn't sliding smoothly. It was agreed upon to fix it all at once in a few weeks or so, rather than make two stops. Parts were in July 25th, which I reached out to install, due to customer schedule, it was delayed to August 8th. At that time, as to my knowledge all was done. August 9th I asked to settle balance. Customer was given a $470 discount of the normal cost of the job. There were voicemails and texts reaching out from then and all the way to October 4th (two months) with no reply. Finally I asked that if I don't at least hear back to settle this, I would have to take further action. Then I received a response, begrudgingly offering to pay the balance of about 50% of the job total that remained, and several bad reviews. I still maintain my stand that if anything else needs to be remedied, I'd be happy to do so. I will reach out and see if there is anything, sounds like there may be a latch missing on the door that I wasn't aware of until I saw this review.
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Job was signed at the end of March and measured March 31st. Install was performed on Tue May 16th. The installers found that when they unwrapped the patio door on site that the internal mini-blinds were not inside. Not a huge deal, we can just swap out the glass/sashes after new...
parts arrive. Door was installed that day and was functioning properly when I stopped out that afternoon. I do my best to inform customers that the new windows are usually deeper than the old ones, so some sill space may be lost. Perhaps I didn't in this case, which I apologized for. The blinds would not mount into same spot as they were, which is a common thing with blinds mounted inside the window well with little room to give. To address the concerns, we made a trip out the following day to fix the concerns. Namely a couple drywall cracks (Which doesn't happen often, usually occurs due to the drywall being wet in the past and being weakened. When that occurs, patching the drywall is the most common remedy. There's a lot of pressure applied to the wall when removing some of the older windows, that pressure is what can crack the drywall. I have told my installers to avoid putting a foot on the sill for leverage when at all possible.). And the other concern of the blinds. We offered to install external mounts to reuse the current blinds, which was denied. We patched the drywall in a couple spots. Apologized for missing several screws left in one small area on the deck. (We are human, once every now and again something may be overlooked on clean-up.) So as of that day, all was well except waiting on the manufacturer to get me new glass with blinds inside, which was told to you that normally that's a 3-4 lead time on parts. The door was operating smoothly at that time.June 28th, we went to retrieve door parts, found that they were no where to be found and they can't find the order. Someone had not pushed it through when I had called day of original install and asked for them. I informed customer of delay, and that they were ordered again by me, unfortunately it re-set the lead time. I was informed that the door wasn't sliding smoothly. It was agreed upon to fix it all at once in a few weeks or so, rather than make two stops. Parts were in July 25th, which I reached out to install, due to customer schedule, it was delayed to August 8th. At that time, as to my knowledge all was done. August 9th I asked to settle balance. Customer was given a $470 discount of the normal cost of the job. There were voicemails and texts reaching out from then and all the way to October 4th (two months) with no reply. Finally I asked that if I don't at least hear back to settle this, I would have to take further action. Then I received a response, begrudgingly offering to pay the balance of about 50% of the job total that remained, and several bad reviews. I still maintain my stand that if anything else needs to be remedied, I'd be happy to do so. I will reach out and see if there is anything, sounds like there may be a latch missing on the door that I wasn't aware of until I saw this review.