Millionaire Introductions

Our company prides itself on top-notch customer service and our commitment to [redacted] is no exception However, a company should not have to warranty product that is properly installed and has no defect As the customer points out there are no defects in the door or the installation and it meets the specifications and selections per the written contractAlliance has honored all service and warranties and has tried to help the customer It is unreasonable for Alliance to give a refund or exchange for an unwarrantable item that meets the terms of the contract and is not defective I The customer had full knowledge of the door and its features as contracted The [redacted] series is featured in our model homes providing hands on visibility of the design and use of the product ***, a mechanical engineer, and his wife visited these models on several occasions to see product and learn about specification This is the same product included in ***’s homePlease see attached Schedules C and D of the contract Schedule C is a summary of his selections and changes to a standard contractSchedule D supports the standard specifications and the customer sign off on selections ordered Further, there is ample opportunity during the pre-contract and construction process to review products and make changes To illustrate see attached Change order Ii There are no defects in the door or its installation therefore warranty is not applicable Alliance has incorporated this product into its building specifications to satisfied customers for yearsThe [redacted] product is considered superior because the material is maintenance free and it provides a protected inside screen with a cleaner screen track system and more attractive threshold Snow and ice built up outside the door must be removed from any sliding door frame prior to sliding it openThis is true regardless of the manufacturer, particularly in extreme snow conditions such as the November storm in [redacted] [redacted] called Alliance for help because he had forced the door off track when he failed to remove ice and snow buildup after a stormUpon which he was able to put his door back on the track In further response to his call, we asked a representative from [redacted] to inspect the door As [redacted] said in his report, the representative did not find any defects in the door and confirmed its proper installationIII Alliance has responded to all requests and honored all warrantable items The door is not defective and therefore not warrantable I did speak to [redacted] after I confirmed with the [redacted] representative and the Alliance service team that there was no defect in the door, its design, or its installationBecause there was no defect and the door was installed per contract, I told [redacted] neither [redacted] nor Alliance could refund or exchange the door I told him that the product is a permanent fixture of his home installed under the terms of the contract and it is not possible for Alliance and/or [redacted] to place a used door in another’s new homeTo address ***’s concerns, I offer [redacted] the opportunity to purchase a different door at contractor’s cost with a discounted removal and installation fee

Thank you for the replyWe will look into the cabinet and fireplace switch, and follow up with the ownerThank You. Andrew RPresident

Thank you for the replyWe will look into the cabinet and fireplace switch, and follow up with the ownerThank You. Andrew R President

In response our customer we provide the following answer
1. We emphasize that the door provided is exactly what the customer
ordered, and is professionally installed according to industry standards and
the manufacturer’s recommendations. II. A
review of our service notes pursuant to discussions with the customer indicate
that snow had accumulated on the exterior door track during a heavy snow storm
and snow on the inside entered when the door was opened during this period of
heavy accumulationTo insure that the door was performing correctly, we sent a
service request to ***, who inspected the door and its installation, tested
its performance, and confirmed the door to be functioning properly.
III. Alliance responds to each of the customer’s
requests for service. And yes, the owner did have a conversation regarding
the door performance and as result asked a *** representative to investigate
and follas noted. The *** rep confirmed that the door is not
defective and is properly installedTherefore it required no further service
While we know that this door is not defective in anyway, it is clear that our
customer is not satisfied with its performance. We continue to stand
behind the quality and craftsmanship of *** Windows and Doors.
Nevertheless, as a gesture of good faith, we offered to deliver an ***
Sliding Door for the customer to use as a replacement at no charge

I have reviewed the response made by the business in
reference to complaint ID ***, and find that this resolution is
satisfactory to me. Regards, *** ***

Our company prides itself on top-notch
customer service and our commitment to [redacted] is no exception.  However, a company should not have to
warranty product that is properly installed and has no defect.  As the customer points out there are no
defects in the door or the installation and...

it meets the specifications and
selections per the written contract. Alliance has honored all service and
warranties and has tried to help the customer. 
It is unreasonable for Alliance to give a refund or exchange for an
unwarrantable item that meets the terms of the contract and is not defective.
I.              
The customer had full knowledge of the door and its features
as contracted.  
The [redacted] series is featured
in our model homes providing hands on visibility of the design and use of the product.
[redacted], a mechanical engineer, and his wife visited these models on several
occasions to see product and learn about specification.  This is the same product included in [redacted]’s
home. Please see attached Schedules C and D of the contract.  Schedule C is a summary of his selections and
changes to a standard contract. Schedule D supports the standard specifications and the customer sign off on selections ordered.  Further, there is ample opportunity during the pre-contract
and construction process to review products and make changes.   To illustrate see attached Change order.
Ii.            
There are no defects in the door or its installation
therefore warranty is not applicable.

Alliance has incorporated this product into its building
specifications to satisfied customers for years. The [redacted] product is
considered superior because the material is maintenance free and it provides a protected inside screen with a cleaner screen track system and more attractive threshold.   
Snow and
ice built up outside the door must be removed from any sliding door frame prior to sliding it open. This
is true regardless of the manufacturer, particularly in extreme snow conditions
such as the November 2014 storm in [redacted]. 
[redacted] called Alliance for help because he had forced the door off track when
he failed to remove ice and snow buildup after a storm. Upon which he was able
to put his door back on the track.  In further
response to his call, we asked a representative from [redacted] to inspect the
door.  As [redacted] said in his report, the representative
did not find any defects in the door and confirmed its proper installation. III.          
Alliance has responded to all requests and honored all warrantable items.  
The door is not defective and therefore
not warrantable.  I did speak to [redacted]
after I confirmed with the [redacted] representative and the Alliance service team
that there was no defect in the door, its design, or its installation. Because there
was no defect and the door was installed per contract, I told [redacted] neither [redacted] nor Alliance could refund or exchange
the door.  I told him that the product is
a permanent fixture of his home installed under the terms of the contract and it
is not possible for Alliance and/or [redacted] to place a used door in another’s new
home. To address [redacted]’s concerns, I offer [redacted] the opportunity to purchase a
different door at contractor’s cost with a discounted removal and installation fee.