Olive Drive Animal Hospital

ok

Complaint: [redacted]
The outcome of the meeting will determine whether or not we are satisfied.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: ...

Additional parts for two windows are not going to resolve the issues with the other windows which are all too short. [redacted], the install supervisor agrees the installation was not per contract agreement.1.  [redacted] stated that Castle Windows bend and move regularly.  This was not disclosed to us when we ordered the windows.  We would not have ordered windows, knowing the manufacturer accepts bending & moving. Reinstalling the existing windows is not going to resolve the issue of inferior manufacturing.  2. We have received no response to our request to compare the sales sample window to the windows that have been installed. 3.  The actual windows are not satisfactory.  The sills are not manufactured to meet industry standards, per AIA documents. The window sills hold water for too long before actually draining. The windows glide open & shut.  They do not stay in place. 4.  Every window sash has a bow/bend in it. 5. No compensation has been offered for the false installation statements made by the salesman or the dangerous mess left in our home.  We have not received responses to our letters and emails stating these concerns.
Regards,
[redacted]

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]

Had a nice conversation with an understanding customer.  (Well sort of customer). We didnt install his windows, but we are attempting to fix the windows... We 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.

The person making this complaint is not a client of Castle Windows. Their information is totally inaccurate. Not 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 Windows. We are waiting for those additional parts to come in to set the appointment.

Complaint: [redacted]
I am rejecting this response because: It was agreed that resolution would occur only after 9/29/15 with a repair of my windows.
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 credit. Please note that the customer signed a full purchase agreement contract for the replacement of their windows. The 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 spots. Please note that the client applied for financing from a third-party lender with a interest-rate of between 12.9 and 24.9. The customer received financing as requested with an interest rate of 11.99 which is below the entire range that they were promised. The customer placed this order on the fifthOf July. Funding for the customer was secured shortly after that. The customer claims that they had given us notice of cancellation, but this did not occur until weeks after the contract has been signed. Please note that federal law dictates that the client has three business days in which to cancel their agreement. The cancellation occurred while with outside the recession timeframe on or about July 17.  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 staff. It was explained to them that they would not be able to cancel the agreement at this time as they are outside there right every scission. We should consider this matter closed and the complaint resolved

Complaint: [redacted]
I am rejecting this response because:
Thank you in advance for  your help.  Since sending the 9/16 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] From: "[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

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.

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

as cliche' as it sounds the installer did have troubles with his truck.  When this occurs, we try to send another crew but it is not always possible to do especially on a Saturday...(which seems to be when the client would like to be set for). Currently, we are set for this Saturday and all of...

this will be completed!

Complaint: [redacted]
I am rejecting this response because: Hi [redacted],Thank you in advance for  your help.  Since sending the 9/16 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 8/27/15.  The installation was efficient and neat. The installer did a nice job of keeping the premises clean.  This was a major concern with the initial install.  The team on 8/27 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 windows. There 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 4 panels (on top) over 1 panel (on the bottom).  The windows that were installed are 4 on top over 4 on the bottom.  These do not match the other windows in our home. We 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 agreement. He 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 $2,000.00 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 us. We 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]

[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] 2 days after submitting. He couldn't have been more understanding and apologetic, which I appreciate. He scheduled a technician for the same day who was on time as well as in and out within an hour. The tech was fantastic and very helpful with some other concerns I had with the mechanical type windows that I have.
Regards,
[redacted]

We are so very sorry that we missed this appointment. For some reason, we do not even show this appointment being on our schedule, so it is quite embarrassing that we receive a complaint in regards. Again, we apologize for the inconvenience of the client's time....

We are having [redacted], the director of installation personally reaching out to the customer. He has left two messages for the customer today. Can you please call us today at [redacted] and ask for [redacted] and he will resolve your concerns immediately.

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 floor. I 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

ok, I believe that we did go out and visit with the client

Please note that we are in receipt of your complaint regarding Mr. [redacted]. This service has been completed yesterday so the job is finished.   The door was meant to be installed with a low profile threshold due to a pipe in the client's ceiling.   On the day of install it was...

denoted that a threshold was needed.  The installer neglected to mention that it was a low profile threshold that was needed.  A standard threshold came in.  The low profile threshold was ordered and subsequently installed.   We apologize for any inconvenience to the client.  The job is now complete. We will continue to stand behind the warranty should any further warranty work be needed.

Complaint: [redacted]
I am...

rejecting this response because:
I never got a singned contract and I was never mailed one to now that I only had 3 days.  the person how came to my house never menchined 3 day he did say I was not aproved by the 1st leander, so he said to sign her there and here again to see if you got aproved for ower financeing. Everything was done in such a ruch cause he came to my house late and I was going to be late for work.  granted I should have never signed anyting in a ruch or have him explane everything better,  he never sead I was signing a contract he told me I was signing for the finance porstion of the loan nothing else.  he also told me that in order to finish the application loan that I would have to pay a down payment of $ 450 and monthy payments were going to be $ 250 a month,  at that point I did say no I would not be giving him a payment and didnt want the windows for that price and asked him again to leave my home cause now I was going to be late for work.     when I finaly got my cell back and got missed messages I did call and told the person on the line that I didnt want the windows at all he indormed me that I had 3 days to cancal and to read the contract thats when I informed him that I didnt have a writen contact nor was I mailed one.  and how can I have a contract when I didnt pay the down payment that u all wanted.  he also sead that the company was calling me 2-5 times a day sence the 29th of july I told him { and the person how came to my house that I was not going to have a cell phone untill the fallowing week or mid week untill they could mail me a new cell }  and that the company keeps calling me at least 1-2 times a day about this mater.  he again called me yesterday trying to get me fixs this mater.  There realy isnt a mater to salve I didnt get a contract I didnt get one in the mail and still to this day I dont have a mailed or righing contract nor did I give him the payment that he wanted nor did he ever say I had 3 day to cancal { someting I didnt have in the 1st place}.                     when I spoke to the person on the phone robert he asked me what do you meain I did have a contracti i sead I didnt have a writen contract so how am I supposed to know I only had 3 day.  he couldn't under stand why I didnt have a writen contract that he was going to call me back cause he couldnt undersand why I didnt have anyting in writen told him he had to call me befor 2pm that day cause I had to go to work.  he called afer 2pm and left me a messesge.       the company has been calling me 1-2 time a day arguing how I signed  and payed for a contracted and thay cant do anyting about it and they are trying to help me to fulfill my contract.         I just dont undersand how I can have a contract when I told him at my house that I wouldnt give him a payment and he cant finish the process until a down payment is done. That I fine out on the 7th of aug I now have a contract and  he new that I didnt have a cell phone untill 1st the latest of aug                                      �...⇄ /> Regards,
[redacted]