Olive Drive Animal Hospital

The cancellation is based on the date of sale This is clearly stipulated in the agreement in a number of locaitons

The person making this complaint is not a client of Castle WindowsTheir information is totally inaccurateNot only was the patio slider handle ordered, it has already arrived in our warehouse Being that this person is not even the customer complaining, they may not be aware that the customer called back two times after their patio slider was handled and asked us to order parts for two additional WindowsWe are waiting for those additional parts to come in to set the appointment

[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 New longer windows are being orderedInstallation will include removal of old weights & insulationThe window sills will be installed to match the others on the exterior of the house and will have proper pitch If these commitments are met we will be satisfied 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 reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I have me with Bob D the companies Q.Cservice repEvidently my complaint has been verified as MrD inspected the installation and has agreed to fabricate a new door for instalation after the new yearHowever I would prefer this complaint remain open pending the completion of his commitment Regards, [redacted] ***

Thank you for the information Our service manager is going out to the client's home on teh 7th to talk about their concerns and show them a sample of the window that was shown to them at the time of the estimate so that they know they received the correct products

Complaint: ***
I am rejecting this response because: I want the spot removed by professional carpet cleaners
Regards,
*** ***

To whom it may concern,We are in receipt of the complaint regarding our client *** *** *** *** *** signed a contract with Castle for the purchase and installation of windows for her homeThe client claims the color of the windows are incorrect, however, the color "sand stone" was
confirmed with the client multiple times(please see attached)The color was clarified once again on the "change of order" form, which the client signed and confirmed the color "sand stone" was the correct color she wanted for the windows(please see attached)Castle windows manufactured the windows to the exact specifications the client requested and signed for(please see attached) At the time of Installation all of the windows were delivered in full working order and installed in accordance to industry standards. The client is also provided with a full lifetime warranty on any and all installed productIf the client is ever in need service the would simply call our service department and an appointment would be scheduled right away to address their concernsIf any parts are needed they would be ordered immediately, free of charge!At this time we feel that we have held up our end of the contract and provided the client with the windows she ordered to the exact specifications. Please see attached and let me know if you need any additional information.Thank you,Marissa On Tue, Apr 3, at 2:PM, Marissa M*** ***> wrote:To whom it may concern,We are in receipt of the complaint regarding our client MsJane Kiesel. *** *** signed a contract with Castle for the purchase and installation of windows for her homeThe client claims the color of the windows are incorrect, however, the color "sand stone" was confirmed with the client multiple times(please see attached)The color was clarified once again on the "change of order" form, which the client signed and confirmed the color "sand stone" was the correct color she wanted for the windows(please see attached)Castle windows manufactured the windows to the exact specifications the client requested and signed for(please see attached) At the time of Installation all of the windows were delivered in full working order and installed in accordance to industry standards. The client is also provided with a full lifetime warranty on any and all installed productIf the client is ever in need service the would simply call our service department and an appointment would be scheduled right away to address their concernsIf any parts are needed they would be ordered immediately, free of charge!At this time we feel that we have held up our end of the contract and provided the client with the windows she ordered to the exact specifications. Please see attached and let me know if you need any additional information.Thank you,MarissaOn Tue, Apr 3, at 1:PM, ***> wrote:Customer Information:*** * ***
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*** ***The details of this matter are as follows:Complaint Involves:Contract Disputes Customer’s Statement of the Problem:I I chose the color "sandstone" for my outside windows to match my doorI was shown a color chart and it did appear to matchi assumed it was the same color *** *** *** *** etc were offeringthis company came by a second time and made me sign for the 'sandstone color..this time without the color chartI asssumed it was the same agreed upon colorthe windows that were put up were not that correct colorThey look terrible and now they want more money and they are trying to sell me more new windowsI think it was a scam to begin withthat is why they had me sign off on them twiceOn the phone Tony was rude and even laughing at meHe gloated that I had signed off on them twice and there is nothing I can doThese are sliding windows so they would not work well if I painted themI spent $ and the sales man told me I would love the windows and if I had any complaint they would take carre of itI have been stuck for months living wih an ugly looking homeone of the windows actually froze up and there was ice on the insideI was told they would be easy windows to care for and I cannot get the screens on or off my selfI cannot clean them form the inside as promised eitherthese windows actually give me less of a view than I had beforeI am very dissatified and don't think these people should harm anyone else with lies and promises and set ups.Complaint Background:Product/Service: new windowsPurchase Date: 9/11/2017Problem Occurred: 10/19/2017Model:Account Number: contractOrder Number:Talked to Company: 10/25/2017Talked to Company (2nd): 1/19/2018Talked to Company (3rd): 3/30/2018Name of Salesperson:sal Purchase Price: $7800.00Disputed Amount: $7800.00 Desired Settlement: refund my money so I can purchase windows of the correct color with easly removal screens and windows that do not freeze up in cold weather

Thank you for your letter As you know, we are working on this The regional manager Ryan left you his personal cell phone and if you need further assistance, Nick B in our mount Laurel office is head of install, Although Nick B is visiting with a client later today Thanks again
for the information

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Number: ***We are in receipt of the complaint for the customers
named *** *** *** *** Thank you for notifying us with their complaintWe would
like to inform you that Castle Windows has already began working on the
situationI have discussed with management and they have made it very clear
that we did tell *** *** *** *** to close up the wallI’m unsure of who
she spoke to that gave her the ok to do soWe did work out an agreement with *** *** *** *** that we would put up the
white siding and they would paint it the color that they would like*** *** *** *** are no longer happy with this agreement. We worked out another agreement that we would
paint the siding, in which we have an appointment set on 11/to address that
issueHowever, they do not want the siding paintedThey would like us to
match the exact color siding and replace it with that insteadI spoke to our service manager and we will send someone out to take color
samples and we will match the siding color the best we canWe will contact *** *** *** *** and work out a date a time that will best work for themPlease understand Castle Windows
wants to keep *** *** *** *** satisfied and we are doing our best to
resolve this issueThank you, Castle Windows

Ms. *** had a three-day cancellation period from the date of the purchase agreement to where she would be able to legally cancel her purchase and receive a refund on her depositIf for any reason she felt that she did not want to continue with her purchase or felt as though she was not
happy with her purchase, she had three days to cancelThe purchase agreement has a reminder of at least three times of her allowed cancellation period not just one. The cancellation is regulated by Federal Law under the rules of the FTC. Both parties, Castle and the Client are bound by these laws as they give certain protections to each. The contract was written on the 22nd of Feb as the client points out and her initial call to our company was on the 3rd of March. This is WELL outside the day time frame to cancel and agreementIronically, Castle attempted to act in good faith after this point by offering to do the other window at our cost and reduce the price, but the client was unreceptive to any compromise

The client is correct They should not be being treated this way We will look into this matter and also call the client to get them set up and attempt to trace the information to see what has happened

In the complaint the client states that they aleld to cancel the agreement on the 7th of AugustThe agreement is dated back in July Accordning to Federal Law, the client only has days to cancel their agreement. Please administrativly close this

We do have many installation teams. We truly apologize for any inconvenience

Complaint: ***
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,
*** ***

Yes, it appears as though Bob has made some headway into resolving this complaint The reason that we cannot leave it open is because the Revdex.com only allows a certain amount of time to respond to a complaint So what we should do is leave it go for now, and if you are still unhappy in the future, you can re-open it

***,We are willing to agree to these terms you have requestedIn order to move forward, we will need you to sign a mutual release agreement to void your contract with Castle Windows. You may call our offices at *** *** and set this request up with *** at extension ***Thank
you,Castle Windows

[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 ***, and find that this resolution is satisfactory to me pending installment of the new window at the agreed-upon price
Regards,
*** ***

Thank you for bringing this to our attention, we will get right on this

The best way to remove *** from the middle is to pay the balance off. Maybe the client can switch the balance to a credit card or something. We cannot speak for *** because they are a third party. Our company only secured financing for the client. The agreement would be between the client and the bank. This would be similar to a real estate agent helping a client with a home loan. The Realtor and bank are two serperate people. We hope this helps clarify the matter