McDonnell Insurance

The facts that are being brought up in Mrs [redacted] 's complaint are simply not trueNot that it matters because we treat every customer the same but her contract was for $27,and was for windows to be installed on 9/1/That date was selected based off the delivery time given to us (Gunton - the distributor) from Pella (the manufacture)as to when we would receive the productOn 8/we found out that the majority of the product on [redacted] 's order was going to be delinquent from the manufacture and we reached out to the [redacted] 's to explain that we would not be able to meet the 9/install because of this and to set a new install dateThe [redacted] 's were very upset, understandably so, and demanded to cancel their orderWe reached out to Pella, the manufacture, to see if they would offer any compensation to the [redacted] 's for this set backTheir response was no, so we as a branch offered 10% back ($2,700) as a one time good will gesture, not obligation, to keep the product and rescheduleMr [redacted] said yes but requested it in writingOn 9/we sent him the attached document to keep the material and the new install datesWe kept those date, we did not reschedule a second time and the [redacted] 's were aware of the dates on 9/Mrs [redacted] is correct when they showed to do the install we found the jambs were ordered incorrectlyThis was an unfortunate mistake but something that is easily correctedThe installation of the windows were completed on 10/and we had another crew out to the home on 10/to correct the jamb and trim mistake***, the installation manager, offered to go to the home with the field supervisor on 10/after 4pm to do a walkthrough of the final install to make sure she was satisfied [redacted] explained the Columbus area manager was off duty but he would drive down if she would likeHe explained that he would bring our field supervisor with him as the supervisor will be the expert in this situationMrs [redacted] explained to [redacted] that she was fine with our field super and there was no reason for [redacted] to attendAt that point Mrs [redacted] asked for more compensation for missing a days work [redacted] explained we could have and will arrange to do any work on a Saturday and her response was no, keep it for after 4pm as she did not want to interrupt her weekendOn 10/ [redacted] received an angry call from Mrs [redacted] due to the fact that the installers were cutting her cedar around her window [redacted] tried to explain to Mrs [redacted] that this was a common practice when doing full tear removal of windowsMrs [redacted] was irate because this was not explained to her in the beginning and because of this her husband was going to have to go purchase cedar [redacted] apologized and asked her to send him pictures and a receiptHe gave Mrs [redacted] his email address and to this day he has yet to receive them***, did however, go back and look at the agreement to find that it states homeowner is responsible for cedar and cedar would be cut away from the exteriorI have attached that document as well [redacted] offered as a onetime goodwill gesture to have the exterior cedar painted for herOn 10/in the morning [redacted] did a follow up call with Mrs [redacted] to see how the final result wasRight away Mrs [redacted] wanted compensation for time missed [redacted] explain that we would stick to the warranty and fix any issues that arise, that we have already given her 10% off her order and offered to paint cedar as a good will gesture not an obligation and that we are not willing to offer any extra compensationAt that point Mrs [redacted] once again became irate and basically hung upLater we found out that Mrs [redacted] rescheduled her walk through with our field super that was scheduled for 10/at 4pmShe told him she was going out of town and he was to call her on Monday to reschedule, which he did but she did not answerHe called again the following day and she told him to come on a Sunday at 2pm, we do not work on weekends and the previous offer, that was turned down, was for a Saturday not a SundayThe walkthrough that we scheduled was also complementary and should not be holding up payment as the job is completeMr [redacted] sign a completion form, which is attached on 10/and 10/The painter was finished at their residence yesterday 10/Our field supervisor is tentatively scheduled to do a walkthrough at the home on 10/as long as the [redacted] 's have paid the balance in fullAt this point Mrs [redacted] 's claim of no communication is falseWe have responded to every call she has made and have been proactive in reaching herAt this point in time we have found our attempts to appease her, which are well above and beyond our obligations, are not working, she is merely looking for more compensation which we are not prepared to giveWe have turned this case over to our attorneys to begin the lien process to protect our rights

[redacted] , We have received NOTHING in the mail from Pella or any court system We do not have a case number to even go on! This is just power for the course, we did what we were supposed to do and again [redacted] has NOT held up his end There is still a lien according to the lady at the court house, so now what>>>>>>????? Should I cancel my cc bill? Very disturbed!!! [redacted]