The customer is referring to the Proline settlement that includes Proline units from 1991-2006, I was able to locate the original order number for this address under the original homeowners name., the customer has Achitect series units, which would not be apart of the class action settlement Also, if the customer is experiencing moisture build up and frost, that is a condensation issue and not a product defect I can send out the manual for condensation and I can also have a technician stop out to double check that everything is how it should be The product is from and is out of the 2-year labor warranty, however, I have no problems sending the technician out as a one time goodwill gesture to look at the units thank you, ***
*** -I've worked with Mrs*** once we were aware of any problems, here is our response
1. The
claim that *** misled them about the crews being our employees instead of subs
is not accurate. Our reps are told to inform customers that our crews are Pella
Certified. Mrs*** recited to me that she was told they were
Pella Certified employees, so they listened to the Pella Certified, then added
employees to the equation
2. During
this entire ordeal, both Mrand Mrs*** have stated they were very pleased
with the product, install, and final appearance. No installation issues
were brought up until after their conversation with *** *** about compensation
for being misled. And after meeting with them, there were no installation
issues. They felt the caulking was “light” so we had crew return and
caulk it heavier on 3/6/15. As a branch, we have decided to use email only as communication due to Mrs***'s verbal assaults, then constantly hanging up the phone during our conversations.
34. Mrs
*** was told during the conversation with *** back in January that the final
invoice needed to be paid, or we would have to proceed with collections.
During this conversation, Mrs*** said she would make final payment, but
hold back 10% due to her stress and inconvenience. She said nothing about
paying in full, and hung up on *** after making that statement.
5. During
my walk through on 3/6/15, Mrs*** claimed we damaged her plants during our
return trip to re caulk. When I challenged her about her claim due to no
footprints being present in the snow, she threatened me by stating that *** and
myself had better pray to God, and to watch our back. *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11842995. Both parties agree to keeping the complaint open until the issue is fully resolved, as a date has not been scheduled yet for the repairs nor has any refund been issued. Pella has provided updates every few days regarding the status of re-ordering one of the necessary parts. Thank you for your assistance in the matter.
Regards,
Kerry B[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.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I hope they follow through.
Regards,
[redacted]
I am really confused. I was just looking at the response from Pella in regards to our complaint. They make it sound like this all just happened within the last few weeks. This all began on Aug. 31, 2015. One of the doors that was installed was not the right door. We were told that day that a new door would be ordered. and it would take 6 weeks. We understood and all was fine. That would take us to Oct. 12,2015. At the end o Nov. or beginning of Dec. we called to see where our door was seeing it was now 12 - 13 weeks later. They said they door had come in damaged and they ordered a new one. It would take another 6 weeks. According to my math .....wrong door...6weeks takes us to 10/12/2015. door comes in damaged .....order new one ...6 weeks later takes us to the end of Nov. When we called to find out where the door was, that was the first we heard about a damaged door. It has now been another 10 weeks since Nov. 23,2015. The only contact we have had from Pella is when we call them. On Jan.21st,2016 Matthew called to tell me that someone from his office would call me later that day or on Fri. the 22nd to set up my installation time. Still waiting for that phone call!!!!!!!!Last week my husband talked to Matthew and his manager and was told they would call us at the beginning of this week to set up time for install. Still waiting for that phone call too!!!!!!! In response to our complaint they told the Revdex.com that they were coming on the 4th of Feb. We STILL have NOT received a phone call from Pella telling US that. Pella obviously does not care about customer relations!!!!! This company seems to think that if they don't return a phone call........maybe the problem will just go away!!!!!! Extremely upset.
I am comfortable leaving this open until we meet the customer's expectation. We have been working hard to expedite the process and I believe we are making good progress. The customer has been communicated with regularly as well. Thank you!
[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 is satisfactory to me.
Regards,
[redacted]
[er Business Bureau:I would like to take them up on the good faith one time visit from the technician to see if the windows are defective or just have a condensation problem.How do I proceed?
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
Ownership is working with Mr. [redacted] on a resolution. This was a product only purchase, the customer is responsible for final measurements. We have communicated with Mr. [redacted], and are trying to come to a common resolve.
The company finished the install of their new doors in the style they wanted even though it was not the style that was contracted. We had discussions with the client regarding the final install which they were happy with. The [redacted]'s are hoping for some compensation for their time. This is in the works.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I don't wish to accept this because the letter needs to state the lien was put on our house wrongfully. The point being there was never a reason for the lien. I'm done with this matter however so please feel free to close it as long as I'm assured this will remain on file publicly.
Regards,
[redacted]
I have had conversations with the [redacted]'s over the past 2 weeks. We were going through the process of ordering the new door panel for them. They originally understood that the door panel was going to take 6 weeks from the time that we had first talked. We actually had already...
ordered their door slab so when I circled back with them, I told them that we had their door and that we were going to be staining it the custom color and then installing it. We will be installing it on Thursday, February 4, 2016 in the afternoon.
The customer is referring to the Proline settlement that includes Proline units from 1991-2006, I was able to locate the original order number for this address under the original homeowners name., the customer has Achitect series units, which would not be apart of the class action...
settlement.
Also, if the customer is experiencing moisture build up and frost, that is a condensation issue and not a product defect. I can send out the manual for condensation and I can also have a technician stop out to double check that everything is how it should be. The product is from 2006 and is out of the 2-year labor warranty, however, I have no problems sending the technician out as a one time goodwill gesture to look at the units.
Verhalen will send a letter to Mrs [redacted] stating that the lien was removed upon full payment being made
The customer is referring to the Proline settlement that includes Proline units from 1991-2006, I was able to locate the original order number for this address under the original homeowners name., the customer has Achitect series units, which would not be apart of the class action settlement Also, if the customer is experiencing moisture build up and frost, that is a condensation issue and not a product defect I can send out the manual for condensation and I can also have a technician stop out to double check that everything is how it should be The product is from and is out of the 2-year labor warranty, however, I have no problems sending the technician out as a one time goodwill gesture to look at the units thank you, ***
*** -I've worked with Mrs*** once we were aware of any problems, here is our response
1. The
claim that *** misled them about the crews being our employees instead of subs
is not accurate. Our reps are told to inform customers that our crews are Pella
Certified. Mrs*** recited to me that she was told they were
Pella Certified employees, so they listened to the Pella Certified, then added
employees to the equation
2. During
this entire ordeal, both Mrand Mrs*** have stated they were very pleased
with the product, install, and final appearance. No installation issues
were brought up until after their conversation with *** *** about compensation
for being misled. And after meeting with them, there were no installation
issues. They felt the caulking was “light” so we had crew return and
caulk it heavier on 3/6/15. As a branch, we have decided to use email only as communication due to Mrs***'s verbal assaults, then constantly hanging up the phone during our conversations.
34. Mrs
*** was told during the conversation with *** back in January that the final
invoice needed to be paid, or we would have to proceed with collections.
During this conversation, Mrs*** said she would make final payment, but
hold back 10% due to her stress and inconvenience. She said nothing about
paying in full, and hung up on *** after making that statement.
5. During
my walk through on 3/6/15, Mrs*** claimed we damaged her plants during our
return trip to re caulk. When I challenged her about her claim due to no
footprints being present in the snow, she threatened me by stating that *** and
myself had better pray to God, and to watch our back. *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11842995. Both parties agree to keeping the complaint open until the issue is fully resolved, as a date has not been scheduled yet for the repairs nor has any refund been issued. Pella has provided updates every few days regarding the status of re-ordering one of the necessary parts. Thank you for your assistance in the matter.
Regards,
Kerry B[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.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I hope they follow through.
Regards,
[redacted]
Verhalen will send a letter to Mrs. [redacted] stating that the lien was removed upon full payment being made.
I am really confused. I was just looking at the response from Pella in regards to our complaint. They make it sound like this all just happened within the last few weeks. This all began on Aug. 31, 2015. One of the doors that was installed was not the right door. We were told that day that a new door would be ordered. and it would take 6 weeks. We understood and all was fine. That would take us to Oct. 12,2015. At the end o Nov. or beginning of Dec. we called to see where our door was seeing it was now 12 - 13 weeks later. They said they door had come in damaged and they ordered a new one. It would take another 6 weeks. According to my math .....wrong door...6weeks takes us to 10/12/2015. door comes in damaged .....order new one ...6 weeks later takes us to the end of Nov. When we called to find out where the door was, that was the first we heard about a damaged door. It has now been another 10 weeks since Nov. 23,2015. The only contact we have had from Pella is when we call them. On Jan.21st,2016 Matthew called to tell me that someone from his office would call me later that day or on Fri. the 22nd to set up my installation time. Still waiting for that phone call!!!!!!!!Last week my husband talked to Matthew and his manager and was told they would call us at the beginning of this week to set up time for install. Still waiting for that phone call too!!!!!!! In response to our complaint they told the Revdex.com that they were coming on the 4th of Feb. We STILL have NOT received a phone call from Pella telling US that. Pella obviously does not care about customer relations!!!!! This company seems to think that if they don't return a phone call........maybe the problem will just go away!!!!!! Extremely upset.
The customer's screen has been reordered and I have scheduled an opportunity to go out to her house to Install the screen myself.
I am comfortable leaving this open until we meet the customer's expectation. We have been working hard to expedite the process and I believe we are making good progress. The customer has been communicated with regularly as well. Thank you!
[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 is satisfactory to me.
Regards,
[redacted]
[er Business Bureau:I would like to take them up on the good faith one time visit from the technician to see if the windows are defective or just have a condensation problem.How do I proceed?
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Ownership is working with Mr. [redacted] on a resolution. This was a product only purchase, the customer is responsible for final measurements. We have communicated with Mr. [redacted], and are trying to come to a common resolve.
The company finished the install of their new doors in the style they wanted even though it was not the style that was contracted. We had discussions with the client regarding the final install which they were happy with. The [redacted]'s are hoping for some compensation for their time. This is in the works.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I don't wish to accept this because the letter needs to state the lien was put on our house wrongfully. The point being there was never a reason for the lien. I'm done with this matter however so please feel free to close it as long as I'm assured this will remain on file publicly.
Regards,
[redacted]
I have had conversations with the [redacted]'s over the past 2 weeks. We were going through the process of ordering the new door panel for them. They originally understood that the door panel was going to take 6 weeks from the time that we had first talked. We actually had already...
ordered their door slab so when I circled back with them, I told them that we had their door and that we were going to be staining it the custom color and then installing it. We will be installing it on Thursday, February 4, 2016 in the afternoon.
The customer is referring to the Proline settlement that includes Proline units from 1991-2006, I was able to locate the original order number for this address under the original homeowners name., the customer has Achitect series units, which would not be apart of the class action...
settlement.
Also, if the customer is experiencing moisture build up and frost, that is a condensation issue and not a product defect. I can send out the manual for condensation and I can also have a technician stop out to double check that everything is how it should be. The product is from 2006 and is out of the 2-year labor warranty, however, I have no problems sending the technician out as a one time goodwill gesture to look at the units.
thank you,
[redacted]