Paul Henry's Window Installation, Inc.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Attached are copies of the contract and contract provisions as well as Paul H[redacted] final invoice showing the amount of $5,531.08 which was deducted from my deck refund. There is no written contract for this amount, nor is there any justification for 62 hours. Mr. H[redacted] response indicated work I "insisted" upon but did not state what that was -- could it be that I insisted the newly installed windows which 4 out of 5 had torn gaskets be repaired? That was not unnecessary. Who expects torn gaskets on new windows. Mr. H[redacted] comment was that the gaskets would be torn depending on how many times you opened them. The window gaskets were replaced on 10/14/16. Also, sliding door gasket was twisted in place. Brian H[redacted] used a razor knife and cut the white fiber protective strip away (it is to be permanent as you can see in any [redacted] display). Brian H[redacted] then said he would have a new gasket ordered. This was replaced on 11/18/16. Had it not been for the intervention of Revdex.com,  doubt that this would have been corrected as I was told by the company representative that it was on order for over 7 weeks. Recordings are on my home answering machine. Mr. H[redacted] response seems to indicate that he had not refunded deck deposit because I had not paid full amount of contract agreement. The last remaining amounts of contract payment were withheld by me pending the replacement of the door and window gaskets.
Thank you. I will be forwarding more documents after the holidays if necessary.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Attached are copies of the contract and contract provisions as well as Paul H[redacted] final invoice showing the amount of $5,531.08 which was deducted from my deck refund. There is no written contract for this amount, nor is there any justification for 62 hours. Mr. H[redacted] response indicated work I "insisted" upon but did not state what that was -- could it be that I insisted the newly installed windows which 4 out of 5 had torn gaskets be repaired? That was not unnecessary. Who expects torn gaskets on new windows. Mr. H[redacted] comment was that the gaskets would be torn depending on how many times you opened them. The window gaskets were replaced on 10/14/16. Also, sliding door gasket was twisted in place. Brian H[redacted] used a razor knife and cut the white fiber protective strip away (it is to be permanent as you can see in any [redacted] display). Brian H[redacted] then said he would have a new gasket ordered. This was replaced on 11/18/16. Had it not been for the intervention of Revdex.com,  doubt that this would have been corrected as I was told by the company representative that it was on order for over 7 weeks. Recordings are on my home answering machine. Mr. H[redacted] response seems to indicate that he had not refunded deck deposit because I had not paid full amount of contract agreement. The last remaining amounts of contract payment were withheld by me pending the replacement of the door and window gaskets.Thank you. I will be forwarding more documents after the holidays if necessary.
Regards,
[redacted]

In regards to Mrs. [redacted] Contracts, we had 4 Contracts.
One for Windows, one for doors, one for siding, and one for a deck. The Window
contract was signed on 1/18/16 for a total of $13,156.11, The Door contract was
signed on 1/18/2016 for a total of $7,939.87, the siding contract was signed...

on
1/18/16 for a total of $22,526.65, and the deck contract was signed on 6/21/16
for a total of $29,880.00. All of these contracts together bringing Mrs.
Priests grand contracted total to: $73,502.63.Yes Mrs. [redacted] did communicate to us that she was not 100%
sure in which direction that she would like to move forward with the deck and
that we should not order materials until she and Paul had made final decisions.
However, she did sign the contract on 6/21/2016 and made her required 50%
deposit with a check in the amount of $14,940.00.Due to their being siding installed on the house the deck
would be the last thing installed so a delay in ordering the material was not
an issue. However, the state of Virginia only allows a 3 day grace period where
a customer may decide to cancel their contract without any financial
retribution. By the time that Mrs. [redacted] had decided not to move forward with
the deck it was well past her 3 day grace period.Paul agreed to return the deposit amount for the deck as
soon as her 3 previous and already installed contracts were paid in full. While
the installation was taking process Mrs. [redacted] had asked for extra wood to be
replaced, she was informed before any additional non contracted work was
preformed that she would incur overages when presented with her final invoices
if this was work that she insisted that we do. She agreed that the overages
were not an issue and insisted we do the extra work. When presented with her
first final invoice she contested the extra charges and asked for a more
detailed explanation. This was provided to her once all receipts were received
to break down the cost to the penny for her satisfaction. I have attached a
copy of the invoice where we had completely omitted the deck contract since she
had expressed that she did not want to move forward with it anymore and had
agreed with Paul that she would pay her final invoice to receive her deposit
back. We received final payment for the exact contracted amount
not including the overages on 11/1/2016. Leaving the remaining amount due for
the overages as $4,977.97. When Paul broke down the incurred extras he also
generously gave Mrs. [redacted] a 10% discount for no other reason than as an appreciation
for her business. Once the discount was applied not only did it cover any
material cost that Paul had incurred but also cut into the labor charges, The
only thing that Mrs. [redacted] is being charged for in overages is labor and even
that is at a discounted rate. Once we had received Mrs. [redacted] final payment
for the contracted amount, we sent her a check for the deck deposit amount
minus the overages that had not been paid. Mrs. [redacted] has received a check in
the amount of $9,962.03.In regards to the gasket needing replaced on her door, as
soon as we were notified that there was an issue we sent our service tech Brian
H[redacted] out to inspect the door. Although the gasket is not perfectly straight it
is in no way harming the integrity of the door or causing it to perform at any
lower standard, however we agreed to order a new gasket and install it at no
charge for peace of mind. The gasket arrived to our office on 11/17/2016 and
was scheduled for install on 11/18/2016.As for the issues with the storm door locking mechanism,
until we received this complaint we were not aware of such an issue. However,
when we installed the gasket on 11/18/2016 Brian also addressed this issue.We find the check return of $9,962.03 to be more than fair
under these circumstances. And have addressed and fixed all of the repairs that
Mrs. [redacted] has brought to our attention. In the future we request that she
contact us directly regarding repairs that need to be made to give us the
chance to correct them before contacting outside representation. We also have
no control over how long it takes our manufacturers to supply us with repair
parts, as she has ordered custom made products it does take longer than average
to receive additional parts.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Attached are copies of the contract and contract provisions as well as Paul Henry's final invoice showing the amount of $5,531.08 which was deducted from my deck refund. There is no written contract for this amount, nor is there any justification for 62 hours. Mr. H[redacted] response indicated work I "insisted" upon but did not state what that was -- could it be that I insisted the newly installed windows which 4 out of 5 had torn gaskets be repaired? That was not unnecessary. Who expects torn gaskets on new windows. Mr. H[redacted] comment was that the gaskets would be torn depending on how many times you opened them. The window gaskets were replaced on 10/14/16. Also, sliding door gasket was twisted in place. Brian Henry used a razor knife and cut the white fiber protective strip away (it is to be permanent as you can see in any Anderson Door display). Brian H[redacted] then said he would have a new gasket ordered. This was replaced on 11/18/16. Had it not been for the intervention of Revdex.com,  doubt that this would have been corrected as I was told by the company representative that it was on order for over 7 weeks. Recordings are on my home answering machine. Mr. H[redacted] response seems to indicate that he had not refunded deck deposit because I had not paid full amount of contract agreement. The last remaining amounts of contract payment were withheld by me pending the replacement of the door and window gaskets.
Thank you. I will be forwarding more documents after the holidays if necessary.
Regards,
[redacted]