Mountain View Installations, LLC

March 31, 2016 [redacted]  Dispute Resolution Specialist  [redacted] Revdex.com [redacted] Re: ID [redacted] Dear [redacted]: I am in receipt of your email outlining a complaint submitted by Mr. [redacted]...

of [redacted] which was dated 3.17.16. Mountain View Installations (MVI) has built its success and stellar customer satisfaction record by carefully installing and completing each contract with the final outcome being complete satisfaction.  It has been a privilege and a pleasure building our company’s reputation, carefully, one customer at a time.  It is my sincere hope that this case may be resolved to the satisfaction of our customer and our company as well. On June 1, 2015, Mountain View Installations was contacted by a representative of [redacted], manufacturer, regarding the installation of several windows for one of its customers, Mr. [redacted]. Mr. [redacted] had been dealing directly with the window manufacturer initially, and it was requested that I prepare a quote for the installation of 22 windows, as well as the purchase and installation of five doors. The quote was agreed to, and we began installation in October 19, 2015. In this instance, we have worked diligently to satisfy the requests of Mr. [redacted]. We have held meetings in person and telephonically to address his concerns.  To meet his request in reference to his dissatisfaction of interior window trim installation, at our expense we pulled the installed trim, re-purchased new raw materials, and reinstalled the material.  Included in our desire to satisfy our customer, Mr. [redacted], we also pulled the front door to address his concern that there were imperfections in the front door and had the door refinished.  We then reinstalled the door. Next, we created a punch list of final details and all the items were completed, with the exception of a warranty issue on the framing of a side light on the front door, which is an issue we are working with the manufacturer to resolve.  It was discussed with Mr. [redacted] that it would require pulling the door, returning the product to the manufacturer, and reinstalling the manufacturer-repaired product, and it was also noted that we would complete this as early as possible according to the manufacturer’s timetable.  As noted previously, items directly related to the installation by Mountain View Installations were discussed, completed, and agreed upon with the customer. At that point, we requested final payment, and Mr. [redacted] provided payment.  To the best of my knowledge, there are no other outstanding items related to the installation of the windows and doors, unless otherwise previously stated as warranty issues in this response. To clarify, the issues the customer pointed out in his complaint summary regarding the windows are not installation issues, but are manufacturer warranty issues. There were adjustments that were noted during the punch list process regarding the installation of the windows, but these items were all completed and agreed upon with the customer in December 2015. Per our notification, the window manufacturer ([redacted]) representative presented on-site to review the customers concerns in person regarding the manufacturing of the windows. I have maintained communication throughout this project with [redacted] representatives; however, the windows were brokered directly through a contact Mr. [redacted] had within [redacted]. Although it is technically accurate that the window purchase was run through Mountain View Installations, the pricing and style of the windows were decided on directly between only the customer and [redacted].   As noted previously, the remaining concerns with the door are manufacturer issues and finisher issues, and would be covered under their respective warranties. In final summary, all of the items related to the installation of the doors and windows were completed. In good faith, MVI then gathered representatives from the door distributor, door manufacturer, and finishing company to meet to discuss the customer’s issues with the door. After this meeting, I requested a check final payment for installation services from Mr. [redacted] based on the agreed to punch list completion, where it was discussed that Mountain View Installations had performed its contract, installation was complete, and the remaining issues fell with the other parties involved. The customer voiced concerns that he would be “left hung out to dry” as it pertained to warranty work, and I said that I would continue to work with the parties involved to help resolve the issues. I have faithfully complied. In this spirit, I am still in direct communication with [redacted] to verify that [redacted] is working to resolve the manufacturing warranty complaints.  [redacted] is taking the lead on the door issues, as they are warranty based.  It is my understanding that the manufacturer is replacing the damaged side light and is working with [redacted] with MVI’s assistance to remove the door, return for replacement of the damaged area, arrange for staining, and then MVI will reinstall the door.  You may be assured Mountain View Installations will continue to work to resolve warranty issues on behalf of Mr. [redacted] to the best of our ability as customer satisfaction is our goal.  Ultimately, warranty issues are not the direct responsibility of Mountain View Installations as we are not the manufacturer and are not compensated for our labor and service, but we are sensitive to the complaints of our customer, and as such, continue to press forward in an effort to attain customer satisfaction. It is my sincere opinion that Mountain View Installations should be excused from this complaint.  Respectfully yours, [redacted] Owner