Mi Rancho Mexican Restaurant

Initial Business Response / [redacted] (1000, 6, 2016/12/06) */ Mr [redacted] , We appreciate your feedback in regards to your install and take this very seriouslyWe do our best to meet projected install dates and provide our customers with the best pricing possible as well as excellent customer service We are thankful for the opportunity to install quality windows at an exceptional price on your homeWe are also glad that you are happy with them as you have stated Your contract with our company began on November The turnaround time for window availability once the order is placed is 2-weeksThis was communicated at the time of your contract completionWe do our best to have installers arrive within a 2-day window to have the installation begin once the product is on siteThe manufacturer advised our company that your windows would be delivered on Monday 11/28/which we communicated with youWe were notified on Monday evening by your wife that they were notWe contacted the manufacturer first thing Tuesday morning to find out why, and they advised they didn't make it and would make it today (meaning Tuesday)Which we called and let you know as soon as we found outOur installers arrived Wednesday 11/30/to install your windows and completed it that dayAccording to your invoice we mailed you several weeks in advance of your window install, your projected install date communicated by our company stated your project would start on 11/29/We arrived one day laterWe do apologize for the hour delay Regarding the phone calls to your sales repOur sales rep is constantly on the roadWe apologize if he did not return your phone calls in a timely fashionOur office is available Monday thru Friday 9am-6pm at XXX-XXX-XXXXThis number is located on our contracts, business cards, and invoice notificationsAccording to our call records not one phone call was made to our office except on Wednesday 11/(install day) We again appreciate your feedback and will work on communicating our process once a contract is signed with our company

Initial Business Response /* (1000, 6, 2016/12/06) */
Mr [redacted],
We appreciate your feedback in regards to your install and take this very seriously. We do our best to meet projected install dates and provide our customers with the best pricing possible as well as excellent customer service. ...

We are thankful for the opportunity to install quality windows at an exceptional price on your home. We are also glad that you are happy with them as you have stated.
Your contract with our company began on November 2. The normal turnaround time for window availability once the order is placed is 2-3 weeks. This was communicated at the time of your contract completion. We do our best to have installers arrive within a 2-3 day window to have the installation begin once the product is on site. The manufacturer advised our company that your windows would be delivered on Monday 11/28/16 which we communicated with you. We were notified on Monday evening by your wife that they were not. We contacted the manufacturer first thing Tuesday morning to find out why, and they advised they didn't make it and would make it today (meaning Tuesday). Which we called and let you know as soon as we found out. Our installers arrived Wednesday 11/30/16 to install your windows and completed it that day. According to your invoice we mailed you several weeks in advance of your window install, your projected install date communicated by our company stated your project would start on 11/29/16. We arrived one day later. We do apologize for the 24 hour delay.
Regarding the phone calls to your sales rep. Our sales rep is constantly on the road. We apologize if he did not return your phone calls in a timely fashion. Our office is available Monday thru Friday 9am-6pm at XXX-XXX-XXXX. This number is located on our contracts, business cards, and invoice notifications. According to our call records not one phone call was made to our office except on Wednesday 11/30 (install day).
We again appreciate your feedback and will work on communicating our process once a contract is signed with our company.