Olive Drive Animal Hospital

The client emailed us as well as had a conversation with our office hours before filing the Revdex.com complaint. To say that we give him the run around would be quite exaggerated given that the client ahd JUST made us aware of the concern within a dayAs always, we will promptly visit with the
client to resolve his issue

Complaint:
I am rejecting this response because: I tried to respond to your message but I am not sure if my response got throughI want the color chart from castle windows sent to me as the windows are not the color I chosei think it may have been a manufacturers defectthank you , Jane tKiesel
Regards,
Jane Kiesel

[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
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
For one, I am the correct customer. I just used my nickname. The name on the account is *** * *** *** Then if I wasn't the right customer, how would they know what I was talking about. Second, please see attached as I have proof of the sale and proof of a problem I had with them in the past and proof of the warranty. I called yesterday and the person that I spoke to in service said the parts were still on order. Now all of a sudden the parts are in the warehouse. Why didn't anyone contact meThe reason my phone number is not in the system is because their sales department calls everyday to get us to buy more products, so I told them to take my number off the list. I would never buy anything else from this company. I will keep rejected their response until they replace the handle on the sliding door that can't be locked and the windows in my children's rooms.
Regards,
*** ***

We had already been contact with ** *** before this complaint came through. The client was told that the estimated ship date would be 9-24-

It is unfortunate that the client is not 100% satisfied with the end result. Unfortunately, our window are not soundproof, so it is not surprising that the client can hear bird outside their home. Please also not if there were NO windows, the client would probably still hear bird
outside. The glass that the client ordered and recieved is double strength glass which is times thinker than the industry standard. We suggest that the client check their attic and exterior of home and nearby trees to see if birds are nesting thereWe wish them luck

Complaint: ***
I am rejecting this response because: I was within the three day cancellationBased on the day that the windows were measured at my house which was Monday, October at PM I called to cancel on November at noon
Regards,
*** ***

Complaint: ***
I am rejecting this response because: the pipe they speak about is a main natural gas line that has been in this home in the very same place for over years which means it was there when your employee came and measured for the installation, also I have half inch gaps around the periphery of the door that has such drafts that I might as well not even have a door there I get that much cold air coming into my homeAnd yes it is a pieced together installation as this company was contracted to install a one piece prefabricated door assembly and I have nothing close to what they were hired to do
Regards,
*** ***

Mr***,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 you. We 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 today. If there is ever a question or concern please do not hesitate to call, we will do everything we can to make sure you are satisfied. Thank you,Castle Windows

Complaint: ***
I am rejecting this response because:Actual mitigation of the issue was not provided within the response Phone calls were made and speculation of a refund for items not provided were mentioned, but not approved by us Also, an appointment was made for a 'Manager' named *** to come and evaluate and measure the window in our bedroom with the air conditioner We still do not have the bow window we had previously in the kitchen and the offer of a $refund will not suffice The offer made was the manufacturing cost of a replacement bow window (per ***), not the retail costs of the windows we paid for but never received No promises were made regarding what would happen regarding the bedroom window, only mention of needing measurements and the potential of new sashes for the window frame we currently have; again, not what we were promised
Regards,
*** ***

Please note that the customer is stating that their job is incomplete The windows were installed and the client signed off that that work had been done After the installation, the client called and let us know that service work needed to be done on the job We spoke with the
client yesterday and offered to come out today to resolve all of her issues, with the exception of a service part that needed to be ordered The client was well aware that we needed to order the service part The client may view the job as being incomplete, but we did offer to come out immediately to rectify the concerns If the client would like the job service they either need to participate in the scheduling and if it is inconvenient for us to come out immediately, then we are more than willing to come out at their convenience, but their delay does not absolve them from making payments on the windows

Hello, Thank you for your reply Attached is a copy of the sample chip next to the same colored vinyl As you can see it is a match Look at the photos that you have provided is looks like you ordered white capping (the exterior frame around the windows) and got white as agreed In order to blend everything better, Castle is willing to come out and have the client pick a different capping color around the window This may be more pleasing to the client if we did this

Complaint: ***
I am rejecting this response because: I contacted them two weeks ago to set up a service appointment regarding the leak They gave me an appointment on 5/24/ When I spoke with the Supervisor John B*** on Saturday I expressed to him that the problem could not wait that long He was suposed to contact me that day after I submitted pictures of the leak as it was happening due to rain He failed to do so This is an on going problem with this Supervisor that has occurred several times in the past with no resolution All I get from him is excuses and blaming the installers as well as the receptionists that schedule the srvice Several times he has personnaly viewed the damage and advised me what the company was going to do to resolve the issue and thats as far as it goes Just talk
Regards,
*** ***

We appologize for the door nto working properly and as stated in the complaint, it looks like a resolution has come, so we are confused by the purpose of the complaint. Is this informational only?

Ok Thank you for bringing this to our attention, we will remove the client from the call list

Ok, thank you for the follow up The service is set for July 1st

Complaint: ***
I am rejecting this response because:Per the response from Castle Windows stating the bow window is no longer an issue, we never agreed or accepted to the $offer in lieu of replacementThe discussion *** had was with my fiance, who sub-sequentially had to advise myself of the offer; and the fact she had to confer with me was blatantly told to ***No acceptance of the offer given for the bow window was given to anyone at Castle Windows Thus the bow window is still an issue.On 12/17/we did allow an employee to come and measure for new sashes, but we still don't know what this will look like; and if it will be an acceptable solution, as it still was not what we ordered or expected originally We shall see when they come in and are installed.This complaint should still remain active as all of our needs are still not met; only on order or in discussion.Regards,
*** ***

If the window doesn't close properly, the client need only to call us to service the unit No call had been made to the office by this home owner. Thank you

we spoke to the client and set an appointment for Thursday

Complaint: ***
I am rejecting this response because:
This was a result of your men not protecting the floorWe have almost pictures of damages from your personnel due to lack of protection and poor quality of workWe will only allow you to attempt to remove the stain if you will take full responsiability and replace the entire carpet should your attempts failNOTE IT WILL BE A CONTRACTORT OF OUR CHOICE
Regards,
*** ***