Mercer Adams Funeral Service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] We just want Thermal Industries to send someone out to inspect and order the supplies [redacted] and [redacted] will do the laborIs this to much to ask for we paid $24, for this sun roomSurely someone can honor their work.9-9-Here is the report we received from [redacted] of [redacted] when they came to inspect the roof on 7/1/and 7/5/ My company received a call from Mrs [redacted] on 6/29/saying that her roof/ceiling at her back porch was leaking I went out to inspect the leak on 7/1/and found that the roof only has a pitch of 1/12, which in my opinion is not enough of a slope for water to drain properly from the roof The porch ceiling was leaking in a few spots, but the worst spot ran the length of the ceiling right beside a ceiling fan Mrs [redacted] informed me that it leaked along that same seam near the ceiling fan every time that it rains After this initial inspection, I wanted to get my roofing subcontractor to take a look at the roof to see what he thought Myself and the subcontractor went back out to the [redacted] 's home on 7/5/to inspect again At this time we both let Mrs [redacted] know that there was nothing that we could do to repair the leak, that she needed to contact the company that installed the system that makes up her back porch Had the porch been framed out of wood and the roof constructed out of wood, felt paper and shingles my company could have taken care of the leak I have attached a few photos from my inspections showing the damage In one corner of the porch, the ceiling has deteriorated so bad that there is a hole in the ceiling

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

Hello, I have just left you a voice mail, just following up with an e-mail.We received a letter regarding a complaint from [redacted] # [redacted] I spoke to Mr [redacted] this morning and he said he has received the part that he was looking forWe had a branch that used to take care of his account that was closed last fall and Mr [redacted] did not have the correct telephone # or e-mail address that he needed to get the part he needed until recently We have honored the warranty and supplied him with the necessary parts he neededDo we need to do anything else to close out this complaint ticket?Thanks for you help!!! [redacted] ***

Tell us why here Thermal Windows and Doors was not the installer of the enclosure, the issues with the product are directly related to the installation and maintenance of the product We have checked out the issue, and the original installer would need to do any repairs to the structure Thermal Windows and Doors has not manufactured this product for several years now and I am trying to obtain information from our purchasing department as to whether they can provide a source for the roof parts/structure for Ms [redacted] in order to possibly give her some avenue to find replacement roof components I have spoken to Ms [redacted] , yesterday 8/ and also left her a message this morning 8/ for her to call me regarding the situation Although we are not responsible for the installation I will try to find a souce for Ms [redacted]

Tell us why here Hello, I will contact Mr [redacted] again and see if he can supply me with pictures and dimensions of the part he needs I will have our purchasing dept see if there is any company out there that may have obsolete parts/pieces that may be able to help Mr [redacted] Mr [redacted] ...if you send me pictures of the part along with the dimensions of each part of the part....I will get back to you shortly Sincerely, Jeni A***

This is with regards to your letter dated 10/14/...ID # [redacted] John WJakiel Bradbury Drive Aliquippa, PA 15001A garden window was purchased through Thermal IndustriesA coat of mold rdant was applied to the wood of the garden window by MrJakiel, or his installerWith regards to the warranty, the warranty states that the product is warranted against chipping, cracking, peeling, pitting and blistering....but also states that does not apply to any damage caused by improper installation, accident, fire, hail, flood, explosion, misuse, abuse, vandalism, or other external forces (this is the part that painting with a rdant would fall under.) No recommendations are made for any coating of rdants for our windows.If at any time Mr [redacted] would have contacted Thermal Industries to inquire about applying a mold rdant, we would have not recommended this practiceWe do not warrant any product that has been physically altered in any way after it had left our facility.Sincereiy,Jennifer A [redacted] Customer Service Manager Thermal Windows and Doors

Tell us why here
Hello, Attached is the warranty for our windows that was in effect in 1992. Note, the warranty was Non- Prorated and the windows/doors had a year waranty on vinylyear on glass. This was the closest year to that I could
find...the others being older and with a lesser warranty time frame. ( this warranty was updated in which the update was giving the product a longer warranty than before which was year)
The windows manufactured in are out of warranty, and we do not have any parts and pieces for these windows. We may be able to sell insulated glass units if this was the issue, but the records for orders this old are no longer on file, so glass size and dimensions would have to be supplied. There would be a cost for this...along with shipping costs
Please let me know what part is requested ....if we produce it, we will be glad to do so, but windows that are years old, may not have parts available
Sincerely,
Jeni A***
Customer Service Manger
Thermal Windows and Doors

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** 8-25-Thermal Industries warranty is in effectWe are not roofers so can't say what is needed to fix the problemWe purchased the Dreamspace enclosure from them We just want Thermal Industries to send someone out advise what supplies is needed to fix the roof and order the suppliesThe installer *** *** has already agreed to do the labor once we get the supplies. *** ***

This letter is in response to complaint # *** from *** ***.We at Thermal Windows and Doors pride ourselves in taking care of our customers Mr ***'s complaint is that a garden window that has been installed in his home has leaked and caused the wood to rot out.We have offered to
replace the Garden for free as per our warranty, but also as per warranty the freight needs to be taken care of by the customer.I have attached a copy of the warranty with the portion pertaining to the freight charges hiqhliqhtedSince we have no distribution center other than our Murrysville, PA plant, we can deliver the garden via *** *** directly to the homeowner's home,We sincerely hope to resolve this matter as quickly as possible so Mr*** will have a new window to replace the one that is currently in his home.Sincerely, Jeni A***Customer Service Manager

Hello, Regarding the complaint id #*** by L*** *** *** *** I have enclosed copies of all the warranties we have had in the 1980's and also included ( second one) one from . The most years covered for the
time frame indicated was a year limited warranty.....which would have already expired by now. The windows in question for *** *** are out of warranty, and we do not have service men that go to homeowners to repair windows older than year old. Our warranty has always been furnishing the part that is under warranty, ( as is noted in all of our warranties) and is in this case also. The windows being over years old, we would not have any parts that would replace any broken part that has worn over time.Unfortunately, we cannot help with this warranty issue.Sincerely,Jeni A***

Tell us why here
Hello, The issue with the enclosure that Ms *** is an installation issue, Thermal does not warrant any installations, since it is not Thermal that is doing the installing. Ms *** is needing help in getting someone that would be knowledgeable to re do her roof. I can provide the name of the supplier that used to supply the roof panels to Thermal when we manufactured the roofs, but we no longer manufacture that product and would not be able to make the panels here. That company is Plymonth Foam their telephone # is ###-###-####. They may be able to direct Ms *** to a manufacture near her home
Sincerely,
Jeni A***

Tell us why here
Thermal Industries did not install these windows....Windows Plus did the installation. Our warranty covers replacing partswhich we are more than happy to do. Our warranty does not include any labor or installation or freight charges. The
customer needs to provide us what parts they need and we will replace the part free of charge....they will be responsible for the freight to ship the part out only. They may need to have someone check the window to determine what parts they need and to do the installation

***, The window is out of warranty. When you have a transferable warranty it is valid only years from original date of manufacture. This is an obsolete product, we stopped producing in 2013, we can offer replacement parts, but they will be subjected to the current pricing,
also there is a $handling fee and a $fee for UPS. This sounds like a seal failure. We can send you replacement, again at a cost in addition to the handling and shipping fees noted above.Please advise on how you would like to proceed. Thank you, Alexandra B***Service Coordinator

Tell us why here...
Hello,   I will contact Mr. [redacted] again and see if he can supply me with pictures and dimensions of the part he needs.   I will have our purchasing dept see if there is any company out there that may have obsolete parts/pieces that may be able to help  Mr. [redacted].
Mr. [redacted]...if you send me pictures of the part along with the dimensions of each part of the part....I will get back to you shortly.
Sincerely,
Jeni A[redacted]

Tell us why here...
 
Thermal Windows and Doors was not the installer of the enclosure,    the issues with the product are directly related to the installation and maintenance of the product.   We have checked out the issue,  and the original installer would need...

to do any repairs to the structure.   Thermal Windows and Doors has not manufactured this product for several years now and I am trying to obtain information from our purchasing department as to whether they can provide a source for the roof parts/structure for Ms [redacted]  in order to possibly give her some avenue to find replacement roof components.    I have spoken to  Ms [redacted], yesterday 8/24  and also left her a message this morning 8/25  for her to call me regarding the situation.   Although we are not responsible for the installation I will try to find a souce for Ms. [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] We just want Thermal Industries to send someone out to inspect and order the supplies. [redacted] and [redacted] will do the labor. Is this to much to ask for we paid $24, 000 for this sun room. Surely someone can honor their work.9-9-2016 Here is the report we received from [redacted] of [redacted] when they came to inspect the roof on 7/1/2016 and 7/5/2016.   My company received a call from Mrs. [redacted] on 6/29/16 saying that her roof/ceiling at her back porch was leaking.  I went out to inspect the leak on 7/1/16 and found that the roof only has a pitch of 1/12, which in my opinion is not enough of a slope for water to drain properly from the roof.  The porch ceiling was leaking in a few spots, but the worst spot ran the length of the ceiling right beside a ceiling fan.  Mrs. [redacted] informed me that it leaked along that same seam near the ceiling fan every time that it rains.  After this initial inspection, I wanted to get my roofing subcontractor to take a look at the roof to see what he thought.  Myself and the subcontractor went back out to the [redacted]'s home on 7/5/16 to inspect again.  At this time we both let Mrs. [redacted] know that there was nothing that we could do to repair the leak, that she needed to contact the company that installed the system that makes up her back porch.  Had the porch been framed out of wood and the roof constructed out of wood, felt paper and shingles my company could have taken care of the leak.  I have attached a few photos from my inspections showing the damage.  In one corner of the porch, the ceiling has deteriorated so bad that there is a hole in the ceiling.

Hello,   I have just left you a voice mail,  just following up with an e-mail.We received a letter regarding a complaint from [redacted]   #  [redacted].   I spoke to Mr. [redacted] this morning and he said he has received the part that he was looking...

for. We had a branch that used to take care of his account…that was closed last fall and Mr. [redacted] did not have the correct telephone # or e-mail address that he needed to get the part he needed until recently.    We have honored the warranty and supplied him with the necessary parts he needed. Do we need to do anything else to close out this complaint ticket?Thanks for you help!!![redacted]

Tell us why here...  We have re-ordered the sash that Mr. [redacted] needs for his homeowner...it will be sent out after it is completed on 8/23  to Mr. [redacted]'s address.  The order number is [redacted]     Unfortunately the last person that entered a sash for Mr....

[redacted] had picked the wrong item from the original order,  a complete mistake on our part.  We are sending out the new sash at a no charge including the shipping charges....Therefore, there should be no need to credit the original $25.00 that was charged for the first sash.....
Thermal Windows and Doors is commited to taking care of our customers....to this respect we are deeply discouraged with our mistake and have rectified the issue with a new sash at absolutely no cost to the end user.
Sincerely,
Jeni A[redacted]
Customer Service Manager
Thermal Window and Door

Dear Mr. Sly,             Regarding your complaint Id # [redacted] with the Revdex.com with regards to a garden window installed at your residence in 2011.             Thermal Industries makes every attempt to satisfy warranty...

issues.   We have reproduced a new garden for you which was installed incorrectly.  Although, we may have suggested the sub-contractor that installed your garden,   the sub-contractor evidently did not adhere to the specific installation instructions that we provide with every order and would be liable for any installation issues.   To that note, we are aware that you as the homeowner would not have known that the sub-contractor was not installing this garden correctly.                     We will offer you a new third Garden window, under the conditions of the warranty, we would typically not be liable to replace a unit that was installed incorrectly, but we are making an exception in this instance.  The warranty also notes that any installation charges be the responsibility of the homeowner.             If you would like us to produce the new Garden window, we will need the shipping charges settled, which we will quote you, and we will also send you directly the specific installation instructions, so you will have them to give to the installer of your choice to make sure it is properly installed.             Please contact me directly at ###-###-#### and I will take care of the order for you. Sincerely, Jeni A[redacted] Customer Service Manager Thermal Windows and Doors

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]