Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I agree that his work was satisfactory and I no longer place the blame on him for the *** errorI appreciate his prompt response to rectify the issueHowever, his allegations that I have fabricated the rude and unacceptable behavior in which he spoke to me are complete baselessThis is not a matter of "feelings," but rather an objective assessment of the manner he spoke with me and the words he usedHe was clearly rude and I found the tone he spoke with me very offensiveIn fact, my husband called to speak to him after me and came to the same conclusionI have dealt with a plethora of contractors and none were in ANY way close to as rude as he was to meThe fact that he does not recognize his own inappropriate behavior, will not even acknowledge it and refuses to apologize for it, is disconcerting and I refuse to accept his "apology," if you can even call it thatAs I stated earlier, I no longer take issue with his work product and I find that the work met our expectations in a timely mannerThe only issue is his rude attitude and complete misrepresentation of the situationHe actually concedes that I bullied him! I asked questions and always in a polite mannerIf he didn't like the questions, he should have found a professional way to respond to me.
Regards,***
To properly respond to [redacted]i's Complaint to
the Revdex.com we feel it is necessary to start from our original contact with her
father and then describe the entire relationship and work we completed to put
the complaint in the proper context, verses only addressing one or
minute
phone conversation I had with [redacted]i, which is the basis of her
complaint
I first met [redacted], the complainant's father, on
July 29, after he called to schedule an appointment for a free estimate to
replace the [redacted]s in a house at [redacted] St., Houston, TX 77[redacted]He
was an hour late for our appointment so I evaluated the [redacted]s in the house
and developed an estimate for replacing themWhen he arrived I gave him a
window demonstration, reviewed the estimate and went over all the options,
including installationHe told me he would be doing a complete renovation of
the home, but was not the homeowner, so I assumed he was the General Contractor
Since this house was built prior to and included painted surfaces I asked
if he had tested for lead paint in accordance with the US EPA RRP Rule[redacted]
City, LLC is an EPA Lead Safe Certified Firm, which is required by Federal law
when contractors are hired to perform renovation, repair and painting projects
in homes built before that disturb painted surfaces[redacted] said don't worry
it had been taken care ofHe then told me he was taking out the [redacted]s in
the back and putting a door in their place and asked me to give him another
quote for [redacted]s, which I didI met with [redacted] again on August 11th
and gave him a quote for [redacted]sAt that time I discovered the homeowner
was his daughter and she was having a hard time making up her mind on what she
wanted to do with [redacted]s in the frontI met with [redacted] again on Sept30th
and gave him a quote for [redacted]sDuring this time period my installer met
with [redacted] times at his request to go over installation optionsOn October 2nd
I met with [redacted] again and gave him a quote for [redacted]s due to some more
changesOn October 9th [redacted] asked me to give him a quote for just
the [redacted]s without installation with a plan to get someone else to install the
[redacted]He then called my installer and asked him how much he would charge [redacted]
to install the [redacted]s he would purchase from [redacted] CityI guess [redacted] thought
he could save money by buying the [redacted]s and then hiring my installer on the
side to install the [redacted]sMy installer told [redacted] he couldn't do it and to
contact me if he wanted the [redacted]s installedThen finally on October 13th
[redacted] purchased [redacted]sHe called the next day and changed the order to
[redacted]The order was placed with the [redacted] manufacturer in [redacted], AR on
October 14th and the [redacted] installation was completed on October 29th
to [redacted]'s satisfaction[redacted] kept saying his daughter was complaining about how
long the remodeling was taking, so I did everything I could to get the [redacted]s
ordered and installed as soon as possibleWe completed the job flawlessly in
days from purchase to installation for a custom manufactured [redacted] replacement
projectMost people would tell you that is great customer service given the
average project lead time is to weeksOur payment terms require a down
payment of 50% of the sales price and the remaining balance of 50% paid upon
completionWe ask the homeowner to v[redacted]date all work was completed to their
satisfaction and then give a check to my installer for the balance due before
he left that dayUnfortunately for us there was no one present or available to
make payment when the job was completedCome to find out [redacted] was not a
building contractor but owned an auto repair shopTwo days later I was able to
contact [redacted] and he told me to come by his shop on Saturday, Nov1st
to pick up the final paymentAfter I arrived I was informed that [redacted] didn't
have the payment because his daughter forgot to write him a checkAt his
request I called him on Monday and was told he forgot the check againWe
agreed to meet on Tuesday at his shop where I finally got paidI found the
[redacted]'s overall lack of respect for my time and expense disturbingI spent
more of my personal time on this job than any other job we have ever done
On Friday afternoon, February 2nd I discovered
I had received a voicemail at 12:from [redacted]iI didn't recognize
the name because I had never met [redacted]i nor had I ever talked to her
on the phoneHer voicemail went on to say something about clips on their
[redacted] and they had failed the final City of Houston building inspectionThen
she said in a somewhat demanding tone "I want it taken care of today"It's
about 12:and I'm on my way to a 1:appointment, but I always make it a
point to return phone calls promptly so I pulled off the road and returned her
callOnce again she mentioned something about some [redacted] clips being needed
because the [redacted] sill was less than inches from the floorI told her the
window manufacturer offered a [redacted] Operating Control Device (WOCD) for sale
that was specifically designed to meet all state and federal requirements
associated with that building code and it might fix her problemI explained
that a WOCD was a factory installed option and I didn't have any that I could
give herI politely told her I could order some from the manufacturer that day
and they would probably arrive the next ThursdayI sensed she was getting
frustrated that I couldn't immediately fix her problem and began telling me she
wanted to move into her new house on Monday and they couldn't move in until
they got that issue resolved with the inspectorShe said she wanted it fixed today
or Saturday at the latest and seemed extremely disappointed that we didn't
immediately accept responsibility with what little we knew about the problemI
tried to tell her again that there was nothing I could do today and it had been
so long since I had been in her house I couldn't recall which [redacted]s she was
referring toFor us to help I needed to know exactly how far the [redacted]
opening was from the floor, but all she knew was it was less than inches and
unwilling to offer anything elseI brought up the possibility that maybe the
inspector was mistakenThere are hundreds of building codes and it's difficult
for every inspector to know the exact letter of the law with every code[redacted]
had installed some [redacted]s himself that he purchased from a salvage yardWere
those included in the [redacted]s she was referring to? The last time I was in her
house the inside was completely gutted down to the studsThere were no interior
walls (drywall) or flooringIt appeared to me the height from the floor to the
window opening would be within code, but I didn't know what the height of the
flooring would beIt has always been my experience that the General Contractor
takes the responsibility for those types of issuesThat's why you hire a
General Contractor to have a single point of contact and responsibilityAll
the General Contractors we have worked with make sure the [redacted] openings are
built to code in the first place so this problem doesn't existTherefore, I
asked what her General Contractor was doing to resolve the problem and she
didn't have an answerI tried to inquire about what she thought we were
responsible for and why? I asked why did they wait until Friday afternoon to
call me when they had failed the inspection on Monday? It turns out they went
to Walmart and bought some inadequate clips to put on the [redacted]s and failed
the inspection a second time on FridayThen they contacted my installer for
suggestions to solve their problem and he referred them to meAs a last resort
they called me knowing all along it was their responsibility but I sensed they
needed someone else to blameOnce again I asked if she had spoken with her
General Contractor and what was his replyAny suggestion of the responsibility
falling on her father's shoulders seemed to make her upsetThat's when she
started to talk down to me, telling me I had no integrity, we were a bad
company, etcShe was saying things like any professional [redacted] company would
know about the building codes and that we were unprofessional and incompetentIf
we were a professional [redacted] company we should have known there was a problem,
etcI found all of her comments very insulting and totally out of lineI was
just trying to help and she was exhibiting this condescending and elitist
attitude like I shouldn't be questioning her, I should just do what I was told
She was obviously very upset because I think now the re[redacted]ty was sinking in
that the movers were picking up her furniture on Monday and she wasn't going to
get her problem resolved by thenI told her we would try to help but her
demanding attitude and insults would not help solve the problemShe obviously
had made up her mind that we were responsible for her failed building
inspection and said we needed to fix it now or elseShe informed me she was an
attorney and would sue usShe was going to file a complaint with the Revdex.com and
the City of HoustonShe continued to question my character and integrity,
which I found appalling given the circumstancesThen she said it was all our
fault that she couldn't move into her house and she just started crying and
hung up the phoneSeveral minutes later I received a call from her husband and
he started with the same belligerent elitist attitude, but took it to another
level by repeatedly using the f[redacted] word while making all kinds of accusations He was angry that he wasn't going to get his
[redacted] fixed that day and proceeded to take it out on me with name calling and
insultsI NEVER used any inappropriate language during my conversation with
Ms[redacted], nor was I rude or spoke to her in a fragrantly offensive manner
as she claimsThe only one using inappropriate and vile language was Mr
[redacted] with his profanity filled rants
With the way I had been treated by Mrand Mrs[redacted]
I felt reluctant to help them in any wayI was very upset by the verbal abuse I
had just experiencedHowever, I decided to take the high road by ignoring
their insults and trying to help them get their problem resolved so they would
pass the inspectionLater that Friday afternoon at my first opportunity I
called the [redacted] manufacturer to see what we could doAlthough it was late
they were able to put in a rush order for a WOCD and installation housing for
[redacted] and ship them overnight for a Saturday deliveryI had asked Mrand
Mrs[redacted] and [redacted] how many [redacted]s needed the WOCD and they had no idea,
saying I was the one that should know thatAfter their inspection failed
because the [redacted]s did not have WOCDs you would think they would know how many
[redacted] needed a WOCDI called [redacted] and he asked me to order WOCDs for
[redacted]I told Mr[redacted] that I had ordered the WOCDs and they would be
shipped overnight for a Saturday deliveryHe was surprisingly very
unappreciative and still angryAfter the WOCDs were delivered by UPS Saturday
afternoon I called my installer who came immediately to the office, picked up
the WOCDs and had them installed in the [redacted] home later that afternoonMr
[redacted] was also rude to my installer while continuing to complain about our
customer serviceHere was my installer going out of his way to help them on a
late Saturday afternoon and Mrs[redacted]'s husband made him feel
uncomfortable for his effortI found it intriguing that almost hours after
we were made aware of a problem the problem had been fixed and they considered
what we did for them was poor customer service
Now the amazing conclusion to the storyI talked to Mrs
[redacted]'s father [redacted] this morning and as it turns out the inspector was
mistaken and the [redacted]s were in compliance with the building code all alongIt
appears the City Inspector interpreted the building code incorrectly which I
had suspected may have been the problemMrs[redacted] had explained to me
that there was a building code that a [redacted] on the second floor had to have a
sill height more than inches from the floorIf the [redacted] sill was less
than inches from the floor then the [redacted] required a device which would not
allow the [redacted] to open more than inchesShe said at the time that it
looked like she knew more about the [redacted] business than I didPer my
conversation with [redacted] the [redacted]s on the 2nd floor in the [redacted] home
had a [redacted] sill that was inches from the floorAs you can see from the
exact building code text below the inch requirement is to be measured from
the finished floor to the lowest part of the clear opening of the [redacted], not
the [redacted] sillWhen you take into account the distance between the lowest
part of the clear opening of the [redacted] and the [redacted] sill plus the inches
from the [redacted] sill to the floor it exceeds the inch requirement therefore
in compliance with the building codeBelow you will find an excerpt from the
IRC document which the City of Houston follows
International Residential Code for One and Two Family Dwellings
R
Window sillsIn dwelling units, where the
opening of an operable [redacted] is located more than inches (mm) above
the finished grade or surface below, the lowest part of the clear
opening of the [redacted] shall be a minimum of inches (mm) above the
finished floor of the room in which the [redacted] is locatedOperable sections of
[redacted] shall not permit openings that allow passage of a inch (mm)
diameter sphere where such openings are located within inches (mm) of
the finished floor
Exceptions:
[redacted] whose openings will not allow a 4-inch diameter (mm) sphere to pass
through the opening when the opening is in its largest opened position
Openings that are provided with [redacted] fall prevention devices that comply with
Section R
Openings that are provided with fall prevention devices that comply with ASTM F
[redacted] that are provided with opening limiting devices that comply with Section R
The following is [redacted]i's Revdex.com complaint in
black with a point for point [redacted] City response in red
Window City installed the [redacted]s in our home that was being
remodeledWhen we sought our final inspection, we failed because the upstairs
[redacted] did not have safety clips, which is a city code requirement that
companies should be familiar withI spoke to the owner John L[redacted] in a polite
fashion to Bob about the problem and our sense of urgency because we could not
move into our home until this was resolvedJohn said "don't go getting
all smart [redacted] on me" proceeded to be rude, yell and use inappropriate
languageI did not say "don't go getting all smart[redacted]on
me" I don't even know what that meansI wasn't rude and I did not use
inappropriate languageIt is his responsibility to have [redacted]s
installed up to codeThe [redacted]s were installed up to
codeHe then demanded we pay for any fees for the clips and laborEverything I charged for was at my costI made no profit on
the clips or laborIs it really asking too much for her to pay for the parts
and labor at my cost? He also mocked me on several occasions when I
tried to explain my positionI don't know what she
means about being mockedAs a woman, I felt extremely uncomfortable
with his language and toneI used no inappropriate
language so why would she feel any more uncomfortable as a woman than as a man
The only one that should have felt uncomfortable was me when I was verbally
attacked with profanity by Mr[redacted][redacted] City does not discriminate by
gender, race or nation[redacted]tyWe treat all of our customers with the utmost
respect and dignityAs a professional, I felt taken advantage of and
offendedI have dealt with many contractors and have never been (1) spoken to
in such a flagrantly offensive manner or (2) received such vile and
unprofessional treatmentAs a professional myself, I
don't see how she could feel we took advantage of herIn what way could we
have taken advantage of her? We solved her problem in less than hoursWe
are sorry she felt offendedIn no way did I mean to offend herAs a
contractor I never met her in person or talked to her during the [redacted] project
we performedI only dealt with her father from the beginning of the project
until the endShe claims to have dealt with many contractorsWas I the only
contractor that only dealt with her father? I first heard from her more than
months after we completed the replacement [redacted] jobIt is not true that I
spoke to her in a flagrantly offensive manner or treated her in a vile or
unprofessional manner
We take great pride in our outstanding customer service
and customer satisfactionCustomer satisfaction is the foundation of [redacted]
City with no exceptionsOur Revdex.com rating is sacred to us and
I do everything possible to insure we never receive a complaint
Apparently I hurt Mrs[redacted]'s feelings by standing
up to her bullying and questioning my responsibility for her problemNow she
seeks revenge by filing a frivolous complaint with the Revdex.com to intentionally damage
my reputation and bring irreversible harm to my companyIronically we did
everything she asked us to do within her imposed deadline of dayI included
the complete story of my relationship with the [redacted] family so anyone can
see the pattern of behavior I encountered as they exhibited an attitude of
entitlement and privilegeIn addition the reader can see the superior customer
service that the [redacted]'s received from [redacted] City and that any complaint
with the Revdex.com is unwarrantedHopefully as Mrs[redacted] becomes more mature
she will understand the seriousness of filing a complaint with the Revdex.com and the carnage
it createsThe Revdex.com is not the proper forum to voice personal grievances based
upon hurt feelings for not getting her wayBeing a lawyer Mrs[redacted]
should know better
[redacted] Desired Settlement:
I would like to both receive an apology and have [redacted]
City and have them install the [redacted] clips in compliance with city code
without an additional charge
Window City's Reply:
I don't believe I owe her an apology, but I do apologize
for her feelings being hurtThe [redacted] clips were installed in compliance with
city code within hours of when she first contacted usAs I mentioned before
I only charged her my cost for fixing her problemEach [redacted] requires WOCDs
at $each and housings at $eachMrs[redacted]'s father [redacted] ordered
each to equip [redacted]s at a total cost of $Sales tax was $and
the charge for overnight shipping was $equating to a grand total of
$That is my cost direct from the factoryMy installer was only paid
$for an emergency call on a late Saturday afternoon[redacted] informed me that we
installed the WOCD on [redacted]sIf they had ordered parts for [redacted]s the
cost would have been $plus sales tax of $for a total of $If
they would have contacted us sooner we could have used standard shipping at no
chargeI'm sure Mrs[redacted] could have used one of her many contractors she
referred to for the installation for much less than the $my installer was
paidShe could have solved her problem for under $If [redacted] had originally
ordered factory installed WOCDs the price would have been $Given what we
know now that WOCDs on the [redacted]s was not required to meet code I don't feel
obligated to refund any money that was paid to [redacted] City
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I agree that his work was satisfactory and I no longer place the blame on him for the *** errorI appreciate his prompt response to rectify the issueHowever, his allegations that I have fabricated the rude and unacceptable behavior in which he spoke to me are complete baselessThis is not a matter of "feelings," but rather an objective assessment of the manner he spoke with me and the words he usedHe was clearly rude and I found the tone he spoke with me very offensiveIn fact, my husband called to speak to him after me and came to the same conclusionI have dealt with a plethora of contractors and none were in ANY way close to as rude as he was to meThe fact that he does not recognize his own inappropriate behavior, will not even acknowledge it and refuses to apologize for it, is disconcerting and I refuse to accept his "apology," if you can even call it thatAs I stated earlier, I no longer take issue with his work product and I find that the work met our expectations in a timely mannerThe only issue is his rude attitude and complete misrepresentation of the situationHe actually concedes that I bullied him! I asked questions and always in a polite mannerIf he didn't like the questions, he should have found a professional way to respond to me.
Regards,***
To properly respond to [redacted]i's Complaint to
the Revdex.com we feel it is necessary to start from our original contact with her
father and then describe the entire relationship and work we completed to put
the complaint in the proper context, verses only addressing one or
minute
phone conversation I had with [redacted]i, which is the basis of her
complaint
I first met [redacted], the complainant's father, on
July 29, after he called to schedule an appointment for a free estimate to
replace the [redacted]s in a house at [redacted] St., Houston, TX 77[redacted]He
was an hour late for our appointment so I evaluated the [redacted]s in the house
and developed an estimate for replacing themWhen he arrived I gave him a
window demonstration, reviewed the estimate and went over all the options,
including installationHe told me he would be doing a complete renovation of
the home, but was not the homeowner, so I assumed he was the General Contractor
Since this house was built prior to and included painted surfaces I asked
if he had tested for lead paint in accordance with the US EPA RRP Rule[redacted]
City, LLC is an EPA Lead Safe Certified Firm, which is required by Federal law
when contractors are hired to perform renovation, repair and painting projects
in homes built before that disturb painted surfaces[redacted] said don't worry
it had been taken care ofHe then told me he was taking out the [redacted]s in
the back and putting a door in their place and asked me to give him another
quote for [redacted]s, which I didI met with [redacted] again on August 11th
and gave him a quote for [redacted]sAt that time I discovered the homeowner
was his daughter and she was having a hard time making up her mind on what she
wanted to do with [redacted]s in the frontI met with [redacted] again on Sept30th
and gave him a quote for [redacted]sDuring this time period my installer met
with [redacted] times at his request to go over installation optionsOn October 2nd
I met with [redacted] again and gave him a quote for [redacted]s due to some more
changesOn October 9th [redacted] asked me to give him a quote for just
the [redacted]s without installation with a plan to get someone else to install the
[redacted]He then called my installer and asked him how much he would charge [redacted]
to install the [redacted]s he would purchase from [redacted] CityI guess [redacted] thought
he could save money by buying the [redacted]s and then hiring my installer on the
side to install the [redacted]sMy installer told [redacted] he couldn't do it and to
contact me if he wanted the [redacted]s installedThen finally on October 13th
[redacted] purchased [redacted]sHe called the next day and changed the order to
[redacted]The order was placed with the [redacted] manufacturer in [redacted], AR on
October 14th and the [redacted] installation was completed on October 29th
to [redacted]'s satisfaction[redacted] kept saying his daughter was complaining about how
long the remodeling was taking, so I did everything I could to get the [redacted]s
ordered and installed as soon as possibleWe completed the job flawlessly in
days from purchase to installation for a custom manufactured [redacted] replacement
projectMost people would tell you that is great customer service given the
average project lead time is to weeksOur payment terms require a down
payment of 50% of the sales price and the remaining balance of 50% paid upon
completionWe ask the homeowner to v[redacted]date all work was completed to their
satisfaction and then give a check to my installer for the balance due before
he left that dayUnfortunately for us there was no one present or available to
make payment when the job was completedCome to find out [redacted] was not a
building contractor but owned an auto repair shopTwo days later I was able to
contact [redacted] and he told me to come by his shop on Saturday, Nov1st
to pick up the final paymentAfter I arrived I was informed that [redacted] didn't
have the payment because his daughter forgot to write him a checkAt his
request I called him on Monday and was told he forgot the check againWe
agreed to meet on Tuesday at his shop where I finally got paidI found the
[redacted]'s overall lack of respect for my time and expense disturbingI spent
more of my personal time on this job than any other job we have ever done
On Friday afternoon, February 2nd I discovered
I had received a voicemail at 12:from [redacted]iI didn't recognize
the name because I had never met [redacted]i nor had I ever talked to her
on the phoneHer voicemail went on to say something about clips on their
[redacted] and they had failed the final City of Houston building inspectionThen
she said in a somewhat demanding tone "I want it taken care of today"It's
about 12:and I'm on my way to a 1:appointment, but I always make it a
point to return phone calls promptly so I pulled off the road and returned her
callOnce again she mentioned something about some [redacted] clips being needed
because the [redacted] sill was less than inches from the floorI told her the
window manufacturer offered a [redacted] Operating Control Device (WOCD) for sale
that was specifically designed to meet all state and federal requirements
associated with that building code and it might fix her problemI explained
that a WOCD was a factory installed option and I didn't have any that I could
give herI politely told her I could order some from the manufacturer that day
and they would probably arrive the next ThursdayI sensed she was getting
frustrated that I couldn't immediately fix her problem and began telling me she
wanted to move into her new house on Monday and they couldn't move in until
they got that issue resolved with the inspectorShe said she wanted it fixed today
or Saturday at the latest and seemed extremely disappointed that we didn't
immediately accept responsibility with what little we knew about the problemI
tried to tell her again that there was nothing I could do today and it had been
so long since I had been in her house I couldn't recall which [redacted]s she was
referring toFor us to help I needed to know exactly how far the [redacted]
opening was from the floor, but all she knew was it was less than inches and
unwilling to offer anything elseI brought up the possibility that maybe the
inspector was mistakenThere are hundreds of building codes and it's difficult
for every inspector to know the exact letter of the law with every code[redacted]
had installed some [redacted]s himself that he purchased from a salvage yardWere
those included in the [redacted]s she was referring to? The last time I was in her
house the inside was completely gutted down to the studsThere were no interior
walls (drywall) or flooringIt appeared to me the height from the floor to the
window opening would be within code, but I didn't know what the height of the
flooring would beIt has always been my experience that the General Contractor
takes the responsibility for those types of issuesThat's why you hire a
General Contractor to have a single point of contact and responsibilityAll
the General Contractors we have worked with make sure the [redacted] openings are
built to code in the first place so this problem doesn't existTherefore, I
asked what her General Contractor was doing to resolve the problem and she
didn't have an answerI tried to inquire about what she thought we were
responsible for and why? I asked why did they wait until Friday afternoon to
call me when they had failed the inspection on Monday? It turns out they went
to Walmart and bought some inadequate clips to put on the [redacted]s and failed
the inspection a second time on FridayThen they contacted my installer for
suggestions to solve their problem and he referred them to meAs a last resort
they called me knowing all along it was their responsibility but I sensed they
needed someone else to blameOnce again I asked if she had spoken with her
General Contractor and what was his replyAny suggestion of the responsibility
falling on her father's shoulders seemed to make her upsetThat's when she
started to talk down to me, telling me I had no integrity, we were a bad
company, etcShe was saying things like any professional [redacted] company would
know about the building codes and that we were unprofessional and incompetentIf
we were a professional [redacted] company we should have known there was a problem,
etcI found all of her comments very insulting and totally out of lineI was
just trying to help and she was exhibiting this condescending and elitist
attitude like I shouldn't be questioning her, I should just do what I was told
She was obviously very upset because I think now the re[redacted]ty was sinking in
that the movers were picking up her furniture on Monday and she wasn't going to
get her problem resolved by thenI told her we would try to help but her
demanding attitude and insults would not help solve the problemShe obviously
had made up her mind that we were responsible for her failed building
inspection and said we needed to fix it now or elseShe informed me she was an
attorney and would sue usShe was going to file a complaint with the Revdex.com and
the City of HoustonShe continued to question my character and integrity,
which I found appalling given the circumstancesThen she said it was all our
fault that she couldn't move into her house and she just started crying and
hung up the phoneSeveral minutes later I received a call from her husband and
he started with the same belligerent elitist attitude, but took it to another
level by repeatedly using the f[redacted] word while making all kinds of accusations He was angry that he wasn't going to get his
[redacted] fixed that day and proceeded to take it out on me with name calling and
insultsI NEVER used any inappropriate language during my conversation with
Ms[redacted], nor was I rude or spoke to her in a fragrantly offensive manner
as she claimsThe only one using inappropriate and vile language was Mr
[redacted] with his profanity filled rants
With the way I had been treated by Mrand Mrs[redacted]
I felt reluctant to help them in any wayI was very upset by the verbal abuse I
had just experiencedHowever, I decided to take the high road by ignoring
their insults and trying to help them get their problem resolved so they would
pass the inspectionLater that Friday afternoon at my first opportunity I
called the [redacted] manufacturer to see what we could doAlthough it was late
they were able to put in a rush order for a WOCD and installation housing for
[redacted] and ship them overnight for a Saturday deliveryI had asked Mrand
Mrs[redacted] and [redacted] how many [redacted]s needed the WOCD and they had no idea,
saying I was the one that should know thatAfter their inspection failed
because the [redacted]s did not have WOCDs you would think they would know how many
[redacted] needed a WOCDI called [redacted] and he asked me to order WOCDs for
[redacted]I told Mr[redacted] that I had ordered the WOCDs and they would be
shipped overnight for a Saturday deliveryHe was surprisingly very
unappreciative and still angryAfter the WOCDs were delivered by UPS Saturday
afternoon I called my installer who came immediately to the office, picked up
the WOCDs and had them installed in the [redacted] home later that afternoonMr
[redacted] was also rude to my installer while continuing to complain about our
customer serviceHere was my installer going out of his way to help them on a
late Saturday afternoon and Mrs[redacted]'s husband made him feel
uncomfortable for his effortI found it intriguing that almost hours after
we were made aware of a problem the problem had been fixed and they considered
what we did for them was poor customer service
Now the amazing conclusion to the storyI talked to Mrs
[redacted]'s father [redacted] this morning and as it turns out the inspector was
mistaken and the [redacted]s were in compliance with the building code all alongIt
appears the City Inspector interpreted the building code incorrectly which I
had suspected may have been the problemMrs[redacted] had explained to me
that there was a building code that a [redacted] on the second floor had to have a
sill height more than inches from the floorIf the [redacted] sill was less
than inches from the floor then the [redacted] required a device which would not
allow the [redacted] to open more than inchesShe said at the time that it
looked like she knew more about the [redacted] business than I didPer my
conversation with [redacted] the [redacted]s on the 2nd floor in the [redacted] home
had a [redacted] sill that was inches from the floorAs you can see from the
exact building code text below the inch requirement is to be measured from
the finished floor to the lowest part of the clear opening of the [redacted], not
the [redacted] sillWhen you take into account the distance between the lowest
part of the clear opening of the [redacted] and the [redacted] sill plus the inches
from the [redacted] sill to the floor it exceeds the inch requirement therefore
in compliance with the building codeBelow you will find an excerpt from the
IRC document which the City of Houston follows
International Residential Code for One and Two Family Dwellings
R
Window sillsIn dwelling units, where the
opening of an operable [redacted] is located more than inches (mm) above
the finished grade or surface below, the lowest part of the clear
opening of the [redacted] shall be a minimum of inches (mm) above the
finished floor of the room in which the [redacted] is locatedOperable sections of
[redacted] shall not permit openings that allow passage of a inch (mm)
diameter sphere where such openings are located within inches (mm) of
the finished floor
Exceptions:
[redacted] whose openings will not allow a 4-inch diameter (mm) sphere to pass
through the opening when the opening is in its largest opened position
Openings that are provided with [redacted] fall prevention devices that comply with
Section R
Openings that are provided with fall prevention devices that comply with ASTM F
[redacted] that are provided with opening limiting devices that comply with Section R
The following is [redacted]i's Revdex.com complaint in
black with a point for point [redacted] City response in red
Window City installed the [redacted]s in our home that was being
remodeledWhen we sought our final inspection, we failed because the upstairs
[redacted] did not have safety clips, which is a city code requirement that
companies should be familiar withI spoke to the owner John L[redacted] in a polite
fashion to Bob about the problem and our sense of urgency because we could not
move into our home until this was resolvedJohn said "don't go getting
all smart [redacted] on me" proceeded to be rude, yell and use inappropriate
languageI did not say "don't go getting all smart[redacted]on
me" I don't even know what that meansI wasn't rude and I did not use
inappropriate languageIt is his responsibility to have [redacted]s
installed up to codeThe [redacted]s were installed up to
codeHe then demanded we pay for any fees for the clips and laborEverything I charged for was at my costI made no profit on
the clips or laborIs it really asking too much for her to pay for the parts
and labor at my cost? He also mocked me on several occasions when I
tried to explain my positionI don't know what she
means about being mockedAs a woman, I felt extremely uncomfortable
with his language and toneI used no inappropriate
language so why would she feel any more uncomfortable as a woman than as a man
The only one that should have felt uncomfortable was me when I was verbally
attacked with profanity by Mr[redacted][redacted] City does not discriminate by
gender, race or nation[redacted]tyWe treat all of our customers with the utmost
respect and dignityAs a professional, I felt taken advantage of and
offendedI have dealt with many contractors and have never been (1) spoken to
in such a flagrantly offensive manner or (2) received such vile and
unprofessional treatmentAs a professional myself, I
don't see how she could feel we took advantage of herIn what way could we
have taken advantage of her? We solved her problem in less than hoursWe
are sorry she felt offendedIn no way did I mean to offend herAs a
contractor I never met her in person or talked to her during the [redacted] project
we performedI only dealt with her father from the beginning of the project
until the endShe claims to have dealt with many contractorsWas I the only
contractor that only dealt with her father? I first heard from her more than
months after we completed the replacement [redacted] jobIt is not true that I
spoke to her in a flagrantly offensive manner or treated her in a vile or
unprofessional manner
We take great pride in our outstanding customer service
and customer satisfactionCustomer satisfaction is the foundation of [redacted]
City with no exceptionsOur Revdex.com rating is sacred to us and
I do everything possible to insure we never receive a complaint
Apparently I hurt Mrs[redacted]'s feelings by standing
up to her bullying and questioning my responsibility for her problemNow she
seeks revenge by filing a frivolous complaint with the Revdex.com to intentionally damage
my reputation and bring irreversible harm to my companyIronically we did
everything she asked us to do within her imposed deadline of dayI included
the complete story of my relationship with the [redacted] family so anyone can
see the pattern of behavior I encountered as they exhibited an attitude of
entitlement and privilegeIn addition the reader can see the superior customer
service that the [redacted]'s received from [redacted] City and that any complaint
with the Revdex.com is unwarrantedHopefully as Mrs[redacted] becomes more mature
she will understand the seriousness of filing a complaint with the Revdex.com and the carnage
it createsThe Revdex.com is not the proper forum to voice personal grievances based
upon hurt feelings for not getting her wayBeing a lawyer Mrs[redacted]
should know better
[redacted] Desired Settlement:
I would like to both receive an apology and have [redacted]
City and have them install the [redacted] clips in compliance with city code
without an additional charge
Window City's Reply:
I don't believe I owe her an apology, but I do apologize
for her feelings being hurtThe [redacted] clips were installed in compliance with
city code within hours of when she first contacted usAs I mentioned before
I only charged her my cost for fixing her problemEach [redacted] requires WOCDs
at $each and housings at $eachMrs[redacted]'s father [redacted] ordered
each to equip [redacted]s at a total cost of $Sales tax was $and
the charge for overnight shipping was $equating to a grand total of
$That is my cost direct from the factoryMy installer was only paid
$for an emergency call on a late Saturday afternoon[redacted] informed me that we
installed the WOCD on [redacted]sIf they had ordered parts for [redacted]s the
cost would have been $plus sales tax of $for a total of $If
they would have contacted us sooner we could have used standard shipping at no
chargeI'm sure Mrs[redacted] could have used one of her many contractors she
referred to for the installation for much less than the $my installer was
paidShe could have solved her problem for under $If [redacted] had originally
ordered factory installed WOCDs the price would have been $Given what we
know now that WOCDs on the [redacted]s was not required to meet code I don't feel
obligated to refund any money that was paid to [redacted] City