Oak Express

The vinyl on the window in question was fixed at the home last Friday. Everything on the agreed upon punch list has been completed. Payment is now due for the project and needs to be addressed today. The project has been completed in accordance with manufacturer specifications and best practices. We are happy to have a manufacturer's representative review the project and professional installation. However, arranging that review does not warrant any further delay in the payment for the project. That must be handled today. Thank you.

[redacted] called me Thursday - I returned her call the same day.  Our installer called her Friday.  We are working on this.We did not supply the window in question.  Indeed we asked [redacted] to communicate with the window company as they may have accidental glass breakage coverage....

 Its unlikely our warranty will cover this.  The crack is on the inside pane of glass.  Unless we were negligent (ladder through the window) we are not responsible for ancillary damage that can occur from our work - most common are nail head pops in the inside drywall.  The report card the customer supplied scored the crew 10 (out of 10) and noted "excellent work".  I can assume there were not instances of negligent behavior based on this rating.We communicated Thursday and Friday.  Today is Monday.  At this point, we will stop looking into the matter further.

I spoke to [redacted] Thursday afternoon.  We agreed to an action plan which we immediately undertook.  Before close of business Thursday we authroized the order of replacement parts and engaged the manufacturer representative.  Our local Production Coordinator sent an Email with this...

update.  Despite IMMEDIATE action, we received a complaint.  The manufacturer rep will visit Monday and agree to corrections to be made - as well as confirming the replacement parts list.I committed to make all corrections and we will do so.  I'm not sure why [redacted] filed a complaint less than 16 hours after we agreed to a plan.....

Our manager is visiting tomorrow.  I understood we communicated Friday.  I'm sorry for the delay in getting to the inspection.  FYI - its very unusual for a problem like this to arise 6 years later from an installation problem.  It will likely be referred to the manufacturer but that requires a managers inspection.Thank you.

[redacted] - as you know we identified a hand picked crew to make any needed corrections.  However, you did not want them to complete the work.  While we remain ready to make any needed corrections, [redacted] We regret the issues with the completion of your project.  We are not perfect but we stand by our work - period.  As you note we have not avoided the issues - to the contrary we have tried to make things right.  The crew you sent away has a track record of finishing challenging projects very strong. We are happy to discuss at any time as well.

Allied's Regional Operations Manager has been in contact to discuss the concerns referenced. He will follow up with an action plan at the first of next week.

We have spoken to the customer and are scheduling the punch list completion.  The glass (coming from the manufacturer) comes in tomorrow.

Revdex.com:At this time, I have not been contacted by Club Monaco regarding complaint ID [redacted].Sincerely,[redacted]

The customer is aware the door has been in since October.  He spoke to the owner several times (including yesterday) and is unwilling to pay for the labor to install the replacement door.  Labor is not covered this many years later.  He has a warranty that clearly says that.  The...

door is replaced but he is responsible for the labor.  The doors were installed in 2006.  Caulk failed which is not covered by any warranty.  Caulk is a perishable item the homeowner is responsible for – like tires on a new car.

Allied's Senior Crew Leader Jay [redacted] inspected the windows at Mr. [redacted]'s house. Jay has 16 years of experience leading window installation crews.Jay's professional opinion is that Mr. [redacted] has a batch of bad glass. He is experiencing an insulated glass unit failure. While that sometimes happens with windows, it certainly should not happen on the number of windows that Mr. [redacted] has experienced. There is nothing wrong with the way that the windows are installed. They have been installed correctly and in accordance with [redacted]'s best practices.Jay suggested that the windows should be cleaned so that it's easy for [redacted] to acknowledge the IG failure. There is brown overspray on some of the windows. The picture windows on the front have algae starting to grow on them. Jay suggested that the front windows should have larger weep holes or more weep holes to help them drain faster. The operating windows have dirt and sap on them that would need to be cleaned so that it can be determined which windows have an IG failure.Once the windows have been cleaned, it should be easy to tell which windows have an IG failure. If it's an operating window, [redacted] will generally replace the entire sash, which could be installed by Mr. [redacted] in under a minute. For picture windows, [redacted] will either replace the entire window or just the IGU. Either approach would solve the issue for Mr. [redacted], but those corrections should be done by a trained window installer.Once Mr. [redacted] has a better idea of what needs to be installed by a trained professional, he's welcome to contact Allied and we'll be happy to give him a price for installing the replacement windows that he receives from [redacted].

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.comThe [redacted] rep came to my house a week ago. Andrea of Allied emailed to let me know installer would contact me to schedule installation of replacement parts. I have not heard from the installer.
Job completion is still pending. [redacted]

Revdex.com:At this time, I have not been contacted by Club Monaco  regarding complaint ID [redacted].Sincerely,[redacted]

The windows are properly installed, so Allied's installation warranty doesn't apply. The complaint here is really with the replacement of windows that have failed, which has two components - materials and labor - and is a manufacturer issue. [redacted] is honoring its stated warranty, which covers the...

materials. The labor portion of [redacted]'s warranty was covered for the first two years of ownership, so the warranty for that has long expired. We suggest that the insurance company gets involved, as this is likely a result of house shifting, especially considering that this home was very near the eye of Hurricane Ike, which occurred six months after the windows were installed. If Allied is asked to handle the labor for installing the replacement materials, we'll be happy to do so at our standard rates.

At this point, there isn't anything that Allied can do.Allied visited Mr. [redacted]'s home, assessed the concerns and...

created a punch list to address the concerns. Prior to Allied being able to address the concerns, Mr. [redacted] hired a different company to redo the entire project. Thus, the items that were to be addressed on the punch list are no longer able to be addressed.Allied isn't perfect, but we certainly strive to make things right if there's something that doesn't meet the customer's satisfaction. In this case, a separate company was used, so we aren't able to correct anything that perhaps fell short of expectations.

Allied has helped more than 40,000 customers, and making adjustments to install products is something we're familiar with. Mr. [redacted] requested that a new door be ordered, and we obliged. The payment was collected per the agreed upon terms and conditions. The eave painting occurred per the agreed upon specifications. Allied has provided the warranty information as requested. The items referenced were not part of the agreed upon scope of service. Requesting that Allied pay for work that was not part of the agreed upon scope and was performed by another contractor is neither reasonable nor something that we will do.

I have spoken to the customer many times.  Our team has spoken to her dozens of times.  We had the manufacturer visit and inspect the job.  They agreed it is done to manufacturer specifications.  Her complaint is with the manufacturer.  There are some paint / asthetic touch...

up items we will address.This complaint is not on Allied.  It is about the manufacturer.  Please remove this from our record.[redacted] - we will not complete any paint touch up until you correct this comlaint.  I'm surprised this was done since we have responded to you within minutes for 2 weeks now.

Sent: Tuesday, September 06, 2016 4:12 PMSubject: RE: Houston Revdex.com Complaint #[redacted]   The project in reference to complaint #[redacted] is currently underway. Materials are being delivered today, and the work commences tomorrow. I would anticipate that the project will be complete in approximately 10 working days, presuming that we have cooperative weather and no unforeseen issues.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
I offer thanks to Allied for confirming that my final invoice is paid in full. Thank you for confirming that the recently received invoice is incorrect.I find comments regarding down payment to be irrelevant. Nothing about down payment is being disputed. At this point, my position is that Allied ought to offer me further discounts (refund) on this work. I appreciate that 10% off was offered after the first two crews failed to meet expectations. Unfortunately, crew 3 also failed expectations and ultimately had to be replaced by a 4th crew. As this project played out over 9 weeks, I incurred severe personal hardship, lost time from work, an injured pet, and a final result that does not meet my expectations. Allied provided an additional $500 discount which only covers my vet bill and travel time. Ultimately, I still have no compensation for roofing damage, chimney damage, window damage, grass damage, an improperly mounted storm door, additional personal hardship, and siding that still does not meet expectations. Regards,[redacted]

There must be some confusion. Leonard never made an appointment with Mr. [redacted]; thus, there was nothing to back out of. When Leonard called Mr. [redacted], he was told that it was too late and that another company had been hired. The project was reviewed and examined by our Regional Manager - Bryan H[redacted] - in January. He walked the property with Mrs. [redacted]. Regardless, there are no corrections that Allied can make at this point because the project was completely redone.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me provided they pay $250.00 for the cost of the window and installation which the window provider agreed to. Please forward a check to me so we may resolve this matter. [redacted]