Olive Drive Animal Hospital

MrB [redacted] , We are in receipt to your complaint and we apologize greatly for taking so long to fix your problem due to miscommunication and recent holidaysWe have reset your appointment for today and I am aware that the technician is currently at your home.We have changed your phone number in our system so that should no longer be a problem for youIf there is anything else needed please do not hesitate to contact us.Again, we are very sorry and we'll be more than happy to help you with any other service problems you might run into in the future

Mr [redacted] ,We apologize for the mix ups, we've placed a few incorrect orders for the glass packs that you've been expectingWe understand you have referred us to some customers and we are greatly appreciative of that and we hope to remain on a good note with youWe have our manager Bob ***, who you will be referring to from here on out, working on this caseHe has the correct measurements to order two new glass packs for you that we will be ordering todayIf there is ever a question or concern please do not hesitate to call, we will do everything we can to make sure you are satisfiedThank you,Castle Windows

Had a nice conversation with an understanding customer (Well sort of customer)We didnt install his windows, but we are attempting to fix the windowsWe will go to his home on the 29thPlease place this as resolved IF there are further issues, the client can reopen the complaint at that time

Complaint: [redacted] I am rejecting this response because: We sat with the Castle representative who informed us that they have MANY crews; this representative offered to have Castle come to our home on the weekends so as to not interrupt our work schedules This representative told us he had crews working on Saturdays and Sundays, he had crews all over CASTLE contacted us with the initial install date of August 8th, CASTLE did not show up CASTLE then contacted us again to reschedule on August 29th; CASTLE, again did not show up The initial installer nor a backup installer came to our home Let me make myself clear - WE DID NOT PICK THESE DATES CASTLE now wants us "play nice in the sandbox" and allow them to come on September 5th I did explain to them this a holiday weekend of which my husband and I had plans so we then would have to change them to allow Castle to come CASTLE has made two appointments to come install windows in our home however they have been no-shows We have had to move furniture, curtains and blinds, just to have to replace them all CASTLE has no regard for our time This is completely unacceptable and unprofessionalIn addition, after I made the initial contact to the Revdex.com, CASTLE had the audacity to then call my husband to complain about my report It is within my right as a consumer to not only expect, but demand professional behavior and attention Castle's behavior is beyond unprofessional Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:this installation was not as contracted as a one piece install, Castle sent their employee to measure and verify the installation prior to fabricating the custom door, what they made did not fit to no fault of the home ownerThis coupled with a gap a half inch left under the door for over a month caused the home owner added expenses in heating cost as well as controlling bug infestationHome owner stands by his request to have the pieced together installation removed and replaced to have door installed to as contracted one piece configuration or refund of $3,contracted price Regards, [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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

This job has been cancelled, so it is a moot point

This installation is not 'pieced together' The threshold is a removable, replaceable, adjustable item Much the same way a door is interchangeable Whether to door knob is place on the door on site or at the factory, it is the same process The door knob can be removed and another style put in its place The threshold works in a similar manner We will have someone from the office call the client to discuss this

Complaint: [redacted] I am rejecting this response because: I want the Revdex.com to keep this open until they have corrected the issueA response that they will take care of it has been something they have been saying for almost months Regards, [redacted]

We are in receipt of your letter regarding [redacted] in the letter, the customer claims that they had signed a credit application in order to check into their creditPlease note that the customer signed a full purchase agreement contract for the replacement of their windowsThe document that they signed with several pages long and require the customer to sign in a number of spots that they were purchasing windows from us as well as initialing and several other spotsPlease note that the client applied for financing from a third-party lender with a interest-rate of between and The customer received financing as requested with an interest rate of which is below the entire range that they were promisedThe customer placed this order on the fifthOf JulyFunding for the customer was secured shortly after thatThe customer claims that they had given us notice of cancellation, but this did not occur until weeks after the contract has been signedPlease note that federal law dictates that the client has three business days in which to cancel their agreementThe cancellation occurred while with outside the recession timeframe on or about July We subsequently sent a letter to the client dictating that they had canceled outside of the recession., The customer supposedly called in and became belligerent with our staffIt was explained to them that they would not be able to cancel the agreement at this time as they are outside there right every scissionWe should consider this matter closed and the complaint resolved

The concern here is that the agreement is not signed by the buyer (nor the seller) so it was not registered as an order If the client wishes to proceed with the write up, then he should call and speak with [redacted]

Please note that cancelling the order at this point is not possible Per Federal LAW, the client has only days time in which to cancel their order The client did not attempt to cancel their order until outside this time frame The windows are currently being fabricated in the factory and the process cannot be stopped The component parts of the window have been cut For example, the glass packs have already been constructed and now the units only need to be fabricated If the client wishes to not have the windows at this point, they can pay 90% of the contract price and we can drop the windows off, otherwise, they will have to have the windows installed and pay the full balance We are sorry if this is not what the client wants at this point, but it is simple too late in the game to cancel this order

From:Castle Windows [redacted] To Whom It May Concern,Thank you for bringing this complaint to our attention.Our client was scheduled for a service appointment on April 11th, 2017; subsequently, after we arrived at the home our detailman contacted us in regards to ordering a new service part to be able to fully complete this serviceThe customer is aware that we need to order this part and could take up to a few weeks to receive this partThey were also made aware that we will be contacting them again as soon as it arrives to set up an additional date to completeThank you,

Revdex.com, I spoke with [redacted] and discussed the issueWe came to an agreement and I am satisfied with his reponse Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Hi [redacted] ,Thank you in advance for your help Since sending the 9/email to [redacted] , we also found a rust spot on our bedroom rug The rust spot is in the place that the installers from Castle put our air conditioner when they removed it from our window It appears that protection was not put on the carpet and the unit was not drained before placing the unit on the floor [redacted] I regret to advise you that Castle Windows did not provide the corrective actions that were agreed to earlier this summer When the field manager, [redacted] visited our home in early July he showed us the check list from the original installation The checklist was FORGED by the original installation team! [redacted] agreed that the initials and signatures were not authentic Rather than make an issue out of the paperwork, we agreed to move forward (email attached) New windows were installed on 8/27/ The installation was efficient and neatThe installer did a nice job of keeping the premises clean This was a major concern with the initial install The team on 8/was careful and eager to do good work We stated this on the service order we signed that day( service order attached) On the service order, we also noted that we still had concerns with the windowsThere were numerous problems and we planned to prepare a comprehensive list It took us a few minutes to realize that in addition to manufacturing issues the wrong windows were installed!!! Our windows are supposed to be panels (on top) over panel (on the bottom) The windows that were installed are on top over on the bottom These do not match the other windows in our homeWe notified Castle within an hour of the installation(emails attached) Despite being advised in writing, that the wrong windows were installed Castle notified the finance company that we should be billed When we received a bill, we spoke with [redacted] on the phone and advised him we no longer wished to finance the windows When the job was complete we would pay in one lump sum He responded that he was unable to stop the finance agreementHe went to suggest that if we made a payment of $2,000.00, no further bills would be sent until the correct windows were installed to our satisfaction He also stated that if additional bills were received or interest incurred, prior to completion of the project, Castle Windows would be responsible for costs Although he made these statements over the phone, he has not confirmed them in writing despite our numerous phone calls and emails We will not make a $2,payment without confirmation in writing At this point we no longer want to finance the windows [redacted] , the finance company who despite being advised and presented with documentation that the job was not completed has started billing usWe have advised [redacted] that we do not want to finance the work The project has drawn on too long and we want to remove the finance company from the middle We await their reply A list of the problems with the current windows along with our relevant emails are attached Thank you in advance for your attention to this very frustrating situation [redacted] Thank you in advance [redacted] & [redacted] Regards, [redacted]

We thank the client for bringing this to our attention We are sorry for the troubles We would like to have [redacted] from Mount Laurel give them a call and work thought the concerns to rectify anything that needs to be completed[redacted] will not be in today, but he will be in on monday and we are forwarding him the file He works directly with home owners to rectify concerns.thank you

Without looking up to see when this spot occurred, we are simply taking you word for it that the installer paced something dirty on your floorI am sorry, but we cannot authorize (we are assuming that from your message you are requesting that we pay for the carpet cleaners), for you to hire someone to do work that we can easily do ourselves Please let us know if you would like us to come out, if not, we will consider this closed

[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 received a call from Nick the [redacted] days after submittingHe couldn't have been more understanding and apologetic, which I appreciateHe scheduled a technician for the same day who was on time as well as in and out within an hourThe tech was fantastic and very helpful with some other concerns I had with the mechanical type windows that I have Regards, [redacted]

We have reordered service parts for this job on June 11, we will let the client know when they arrivedAlso, we will reach out to the customer to see if there's anything else that needs to be resolved.Castle

According to our notes in the system, the client called in to discuss the formation of the window The window as discussed with the representative was a three section window configured as 1/1/1/equal lights A second set of documents filled out by the detail man (the person who confirm the work with the client post-sale) also reviewed with the client the formation of the window as 1/1/1/ Despite this clearly detailed in both documents, the client stated that they were expecting ¼ ½ ¼ formation No documentation of the windows not working properly or warranty work We have no record of any appointmentIf the windows require warranty work, then the client should describe the problem here and pick a few weekdays with days notice that we can come out to remedy the concern and we will write backOtherwise, the client received what they contracted for If they would like to switch the configuration, then perhaps the client can contribute to our materials to source another unit and we can only charge our bare costs on swapping out the windowsWe remain committed to our customers and stand behind our warranty work Please let us know what the client would like to do in this matter