Pella Windows and Doors of Wisconsin

[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 would like to add, for the benefit of [redacted] who responded to my complaint received today, that I emailed my latest comments to the Revdex.com yesterday and that, yes, there was a delay between my sending the email and its being forwarded to VerHalen This was unfortunate and I apologize for the confusion I did receive a call from [redacted] informing me that the check is being sent today I'll be happy to put the matter to rest when the check arrives Thanks to all for helping get the issue resolved Regards, [redacted]

I am confused by the
response that was sent to us at 10:AM today. I was informed that *** spoke to the customer earlier this morning to inform her that a check was placed in the our outgoing mail today. I am hoping that there is just a time delay between the submitted complaint and the email to our company. If that is not the case, I would be happy to look into this further. Thanks for keeping us informed
***

Customer met with our sales manager today to discuss a resolution.  The new installation date is scheduled for November 5th.  At this point, we believe the customer is satisfied with our response to his concerns.  Any questions please let us know.  Thank you.

the customer and Verhalen has come to an agreement on a refund amount.  A check will be sent to the customer, they are aware that our accounting department only cuts checks on certain days of the week.  Her check will be mailed out this week.
 
thank you,
[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]

[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 would like to add, for the benefit of [redacted] who responded to my complaint received today, that I emailed my latest comments to the Revdex.com yesterday and that, yes, there was a delay between my sending the email and its being forwarded to VerHalen.  This was unfortunate and I apologize for the confusion.  I did receive a call from [redacted] informing me that the check is being sent today.  I'll be happy to put the matter to rest when the check arrives.  Thanks to all for helping get the issue resolved.  
Regards,
 
[redacted]

Review: We purchased Proline Pella double hung windows 4 years ago for our entire house, except for 2 windows of another brand that we did not replace at that time. Pella provided the install on the windows. The first winter we immediately noticed how drafty the windows were (way worse than the 30yr old windows we replaced!) Once the temperatures fell below freezing we had actual frost build up on the inside of the windows and on the frame. In sub zero temperatures this actually builds up to be 1/2 to 1" thick around the entire wooden window frame. We've called and emailed several times each winter, the only response we get is a canned email reply telling us we have to much humidity in our house with guidelines of what it should be. Well...we are within their guidelines, we have also tried running the dehumidifer which pulls nothing out of the air because it's already so dry. We've also tried contacting corporate, and got the same exact response.

After 3+ years of contacting them, they now say they will come out and look at the windows...IF we pay them $92 for a service call, because it's been more than 2 years since our purchase. We started trying to contact them within the 1st year after purchase and they would not return calls, just kept sending a canned email response. Now that it's been more than 2 years, they want to charge us to come and look at the issue.

The other 2 windows in our home, one being a Marvin and the other an Anderson, have zero issues. Our 30 year old patio door also has no issues. Same house, same humidity. We keep telling them this and they continue to blame it on the humidity via email, our phone calls have not been returned. This is not just condensation on our windows due to too much humidity, it's up to an inch of frost on the inside of the window frame.Desired Settlement: We would like the windows replaced.

Business

Response:

I do not show our service department has been out to this residence to assess the issue, we typically do not send service out for condensation due to it not being a product issue and it being a humidity with in the home issue. We will call this customer this morning and offer a one time service visit at no charge to assess and make sure the product is up to standard.

thank you,

Consumer

Response:

This complaint is in regards to complaint [redacted] that was closed without resolution. In follow-up to that complaint, a rep did finally visit our home on March 19. He acknowledged there was excessive frost buildup when looking at the pictures we provided from throughout the winter. (There was only minimal frost on the day he came as temperatures were warmer than they had been. However, the humidity in our home at the time of his visit was 20%, we have 2 monitors which both showed that reading. In the past we have been told we need to lower our humidity to closer to 20% to alleviate the issues--it has been 20% all along. Even on the day he visited there was still some frost with the 20% humidity) He said he needed to go back to the office to let them know what he saw and we would receive a call with how the issue was going to be handled. It is now April 16th and we still have not heard back from them. Poor service, same as we have received from them in the past, with no follow up or acknowledgement of the defective product that they installed in our home.

Review: We met with Sales person from Pella window ( Verhalen) in Green Bay to have 4 windows replaced in our home( 5/7/14). The sales man([redacted]) came on wrong day for appt and was also late for another appt. Between him and another installer the windows we wanted replaced were measured 3 times( on different days). On the day they were to be installed( 5/14/14) the installers arrived from Janesville but were 2 hours late in arriving. They removed the 1st window in our kitchen only to find out after it was removed that the new one they had to put in was build side ways instead of up and down. After they consulted with the sales person they installed it sideways just so we had a window in place. They said a new one was ordered that day and they would put a rush on it so we could have it in 2 wks. Because it was only temporary it was not insulated and continue to leak cold and warm air. They proceeded to install the other 3 windows. The sales person was to call and come out the next day to review the wrong window as well and check on any other concerns we may have. He never called and never showed up.(Has not even as of today 9/11/14) Other concerns we have about the windows are: The color on the outside trim was brown but the color on the windows is bronze. The screws used on the windows were silver, when the screws were installed they left large dents in the trim, and the metal trim is not uniform making for shoddy manufacturing. On the interior of the windows, when the installing team took out the old windows, they made dents in our original wood trim. They covered this with with small pieces of wood trim that are loose and look terrible and tacky.

We never heard from any one until 6/28/14 when [redacted] called and left a msg informing us that our window we ordered was in. When they were called back the 1st lady we spoke with did not know about the job and transferred us to a 2nd women who also did not know about it. After that they transferred the call again but after waiting 5 min we were disconnected. We expected a call back because they were each given our contract information. We still have not heard anything from them but they started sending us bills for the balance owed.

On 8/28/14 we got a call from someone at Verhalen asking about our unpaid bill. Again we informed her that the job was still not done. She took the sales persons information and said she would have a supervisor look into this and give us a call back. It is now 9/11/14 and they have yet to call us back. Winter is coming and we have a uninsulated kitchen window that is sideways.Desired Settlement: Would like the job done to our satisfaction and to have discount on the bill due to poor service and delay.

Business

Response:

Customer met with our sales manager today to discuss a resolution. The new installation date is scheduled for November 5th. At this point, we believe the customer is satisfied with our response to his concerns. Any questions please let us know. Thank you.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Problem started with the sales person verbally misleading us to conclude the installation would be completed by Pella employed installers and it progressed to a wrongful action of a lien being put against our house. The installation was a very important point for us in the sales process as we had a bad experience with a previous window installation. On the day of the installation we discovered the installers were not employed by Pella. That started us out on a very bad experience. There were issues with the installation. The installation manager never even came out for a final inspection. I made several attempts to have Verhalen address these issues and initially I did not plan to make the final payment until they were resolved. They neglected to make direct contact with me for several weeks. When I finally was reached by [redacted], in a very biased conversation where she refused to take our position into account at all and refused to offer any form of compensation, I finally stated I would pay half the amount due, minus 10% for our troubles. I made good on that payment with a documented letter stating I would pay the remaining amount after our installation issues were resolved. I was never contacted by anyone arguing this payment arrangement. The only contact I received was through certified mail where they first threatened a lien and then a few weeks later the confirmation of the lien being put against us. Between my first payment and the lien, no one made contact with me about addressing the installation issues. In complete frustration and under extreme duress I made contact with them and finally the installation manager contacted me directly. He agreed to address the installation issues. I in turn made the final payment, in full. Again this was done under extreme duress over a lien that was putting our good credit standing at risk.

This whole experience was happening in parallel with my husband fighting a rare, aggressive form of cancer. A disease that prevented him from being able to complete the installation himself, which he would have preferred. Verhalen was made very aware of this upfront. Which highlights again why the installation process and a good experience was so critical for us. The only reason we made this purchase in the first place was because we had a window that was at risk for not lasting another winter.Desired Settlement: I desire three things. First that Verhalen sends a letter stating the lien was placed wrongfully. I want this documented so that if it ever shows up on my credit history I have this as proof. Second, I want a minimum of 10% of the total to be refunded. Frankly, I think we deserve even more than that. Lastly, I want an apology from [redacted] for all my trouble.

Business

Response:

[redacted] -I've worked with Mrs. [redacted] once we were aware of any problems, here is our response

Review: Called the phone number for [redacted] windows Was asked if we had [redacted] windows and I said I was not sure. The man asked me my address and gave me the previous owners

name and said I did This was wrong because the only [redacted] thing we had was a slide open patio door that did not open wide enough for my power wheelchair and had

replace it Why didn't their records have the information that this house only had a [redacted] Patio door? The phone person told me to have someone come out here would

be a charge of $92.00 and would be taken off with what ever the work that would have to be done He required my charge card number for this charge and was given it.

My neighbor, [redacted], heard they were coming out and called and scheduled an appointment the same day

She was not required to give a charge card number [redacted] came out 10/11/2013, [redacted] had some [redacted] stuff We have none I have called 2 times 10/14/2013 talked to

Joe he was going to check and call me back 10/17/2013 left a message on [redacted] voice mail and still no responseDesired Settlement: Money back

Business

Response:

Hello [redacted],

Thank you for taking the time to bring this concern to my attention. I apologize for the troubles you have faced and I can assure that this is not how we want you to feel. I was able to pull your information today and apply a credit back to your card in the amount of $92. I do appreciate that you are a [redacted] customer and I hope this response to your concern will allow you to think highly of [redacted] in the future. Thanks again for the opportunity to address your concern and please feel free to contact me with any additional questions or concerns.

Thank you,

VerHalen, Inc.

Review: In 2009 a Impervia sliding door was purchased a short time after installing the door they were called to aline the foot lock as it did not work. work was done but not right as the predrlled holes did not line up. After being called each year since then we are still waiting for lock repair. Also the sreen door lock does not lock. Now they are asking a $92.00 up front charge to look at the problem. This should be under warrenty as stated at purchase. This problem was known by Pella as on their new doors the foot lock has been moved for better alinement per their own sales personal.Desired Settlement: Repair or refund of purchase price of a working product we purchased

Business

Response:

Mr has had issues with condensation in the past, this is the first note regarding hardware/lock issue. I left him a message to contact me regarding this new issue.

thank you,

Business

Response:

Thank you for response. There were several attempts to get the screen door strike replaced and I apologize for the delay. Can we schedule a visit for the week of January 5th? Is there a date and time that works better for you?

Thank you,[redacted]

Consumer

Response:

[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.]

Tues Jan 6th 3/4 pm as long as the locks are repaired and alined correctly and operate properly.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I purchased this home on 8/31/2014.

The home has all Pella windows and doors. They are 8 years old.

All the windows and patio doors have excessive moisture, ice, and they are getting ruined. They have rot and peeling occurring all over.

I have called them and the suggestions are standard. I do not have excessive moisture in the home.

I was told that if I have a Pella rep come out, it will cost $92.00.

If he finds a problem with the windows, it will cost me to have the labor to install new windows.

If 8 year old windows have a defect, why should I pay for the labor to replace a bad product??? It would cost me a fortune to replace all the windows and doors that are affected!

I would pay the $92.00, but it is ridiculous to expect a consumer to pay for labor on replacement of a defective product.

I have seen many identical complaints online about pellas windows, and also class action lawsuits. They say my windows were from 2006, so not included.

It seems they have not corrected the problem!Desired Settlement: I would like the windows and patio doors replaced, and no labor cost to do so.

Business

Response:

The customer is referring to the Proline settlement that includes Proline units from 1991-2006, I was able to locate the original order number for this address under the original homeowners name., the customer has Achitect series units, which would not be apart of the class action settlement.

Also, if the customer is experiencing moisture build up and frost, that is a condensation issue and not a product defect. I can send out the manual for condensation and I can also have a technician stop out to double check that everything is how it should be. The product is from 2006 and is out of the 2-year labor warranty, however, I have no problems sending the technician out as a one time goodwill gesture to look at the units.

thank you,

Consumer

Response:

[er Business Bureau:I would like to take them up on the good faith one time visit from the technician to see if the windows are defective or just have a condensation problem.How do I proceed?

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: In Oct., 2013, we were provided with a proposal for work and parts relevant to replacing four windows at our home. We were told by Ver Halen's customer service rep., [redacted], that we needed to pay the entire amount of $3,784.74 in advance of the work. I requested that we pay half and take care of the remainder later, perhaps after receiving delivery of the parts. I charged $1,897.37 on our credit card which was received by Ver Halen on 10-25-13. Presumably, my next payment, by check, was paid after the parts were received. My check for $1,897.37 was dated 11-16-13 and was cashed by Ver Halen shortly thereafter. When the installer came to do the work in December, 2013, he determined that the wrong windows had been ordered and took the ones ordered in error away with him. There were other errors made in the ordering of parts which may not be relevant at the moment but the work didn't get done until July 19, 2014 and they installed only one window since that was the one determined to be in the worst condition. Beginning in July, I have had about five phone conversations with various persons in Ver Halen's customer service department as I am trying to get a refund for the three windows that were sent back plus the labor expenses we were charged, in advance, for the installation of those three windows. Most recently, I spoke to [redacted] (on or about Aug. 27, 2014) who said she'd take care of the problem through the accounting department and get back to me. It is now Sept. 5, 2014 and [redacted] has not followed through with her promise. Today she is unavailable. I left a message on her answering service. There is considerable money involved here though I do know the exact amount since I don't have a breakdown of the individual parts and labor for which we were charged. By simply breaking down the original total we paid, $3,794.74, which was based on installation of four windows it would seem we are owed approximately $2,850. Is there anything you can do to expedite the refund of our money for goods and services we did not receive? [redacted]Desired Settlement: The amount I quote above may be a few dollars over but we ought to receive a refund close to $2,850 ASAP. We cooperated with Ver Halen in paying the originally specified amount within the time frame required. We expect to be treated fairly in being issued a refund.

Business

Response:

the customer and Verhalen has come to an agreement on a refund amount. A check will be sent to the customer, they are aware that our accounting department only cuts checks on certain days of the week. Her check will be mailed out this week.

thank you,

Business

Response:

I am confused by the response that was sent to us at 10:47 AM today. I was informed that [redacted] spoke to the customer earlier this morning to inform her that a check was placed in the our outgoing mail today. I am hoping that there is just a time delay between the submitted complaint and the email to our company. If that is not the case, I would be happy to look into this further. Thanks for keeping us informed.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: did not finish repairs that were started in october of 2013,Desired Settlement: repair all windows to my satisfaction

Business

Response:

Mr. [redacted],

Thank you for reaching out to us regarding some issues that need to be resolved. I apologize that you had to take the time to file a complaint but I am sure that I can help find a resolution. Are you able to share some additional details with me regarding what you need done specifically?

VerHalen, Inc.

Review: I had 5 additional Pella windows installed on 11/3/15. They were to match the original 9 windows installed at an earlier date. The 5 newer windows do not match identically to the original 9. The lower section of the bottom window is bigger than the original 9 windows, which raises up the pull on each of the new windows. In addition to this, one window was to have lead tape installed. To date (12/23/15) this has not happened, and I have not been informed as to when it will be completed. [redacted] has been unresponsive to all but one contact attempt to resolve these issues. I emailed Mr. [redacted] on several dates: 11/15, 11/22, 11/23. I also placed several calls, but no calls were returned. On 11/23 Mr. [redacted] responded via email regarding the above mentioned issues. He set up an appt to look at the windows on 12/4. After looking at the problem, he said he would get back to me within a couple of days. I sent another email 12/13/15 but he did not respond and today it is 12/23/15. I called his cell number today and left a message regarding the issues, and again no response.Desired Settlement: Please install the lead tape on the one window after it and the other 4 windows are replaced to match the original 9 that were installed and was told the new 5 windows would match.

Business

Response:

First of all we as a company are very sorry for the poor communication from the sales representative. We are distraught that the customer was left in a situation where their needs were not being satisfied. Once this issue came to managements attention we have dedicated both time a resources to fix the complaints. Management has been in touch with Ms. [redacted] regarding her situation and we are addressing both the window size and decorative "lead" tape issue. We should have this resolved with the customer shortly.

Consumer

Response:

[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.]

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 hope they follow through.

Regards,

This letter is to inform you that we are dissatisfied with purchase and installation of Pella replacement windows by Ver Halen Inc. The windows in our house are 30 years old and we were interested in a full frame replacement of windows and patio door in portion of the house. We had several meeting with the Sales Rep. from the company [redacted] and discussed multiple options for the project. However, it was not explained that there are different options for window replacement.
The proposals as well as the catalogs provided by the company did not explain the difference between full frame and pocket replacement. We have signed the contract in good faith expecting complete replacement of our existing windows including the frames.
After the 1st day of installation we realized that replaced windows are “pocket fit replacements” and leave the existing old window frames. This was not what we expected and we were dissatisfied that this form of replacement leaves the old rotten frames in place and provides windows with the glass area smaller then the original windows.
We discussed the problem with the representative of Ver Halen Inc. [redacted], but he has not been able to provide any options beside keeping the pocket replacements.

Review: I have purchased many windows through VerHalen Pella Windows and Doors over the years – sometimes directly through them and other times through contractors. So naturally when I wanted to replace the windows at my rental property, I exclusively contacted VerHalen for my windows because I had always been happy with them in the past. My sales agent was [redacted], who I had do an estimate for the windows with instillation. He scheduled to have their estimators come out and take measurements. When I got the proposal back, it was quite expensive with the instillation and I told [redacted] that I could install them myself as I had with many of the other windows I had purchased from them in the past. It would be cheaper for me to fly in from [redacted] and install them than to have VerHalen do the instillation. [redacted] was aware that I live 2,000 miles away and was counting on his company of experts to do the measurements and provide the correct windows. He re-worked the quote and I sent in the down payment. Subsequently, I paid the full amount prior to delivery.

The windows arrived and one of my friends received them in March (since I couldn’t be there) and put them in the basement. I came into town on July 9th to install the windows on July 10th. To my surprise, they were much larger than the opening. Aside from the fact that their estimators are overcharging by measuring the windows larger than needed, I called Pella immediately to discuss the problem. I had to call 4 times before finally getting one of the retail installation managers on the line. He informed me that the contract states product only orders are the responsibility of the purchaser to have accurate measurements. This is the first time I had heard of this and clearly overlooked it in the contract because:

1. I made it clear to [redacted] that I live 2,000 miles away and was counting on them to do all the measurements.

2. They came out to do measurements at the house, so I wouldn’t have known I needed to more measurements since they are experts!

3. The title of the document is “Product Warranty” – which doesn’t clearly inform the consumer that they have pre-purchase liability with regard to measurements.

Ironically, I since learned that they have an order verification process that clearly was not followed for my purchase. When I told [redacted] that I would install them myself, he never informed me that the liability for accurate measurements was on me. The only thing he said was stated in an April email:

“You might want to have whoever is installing them look over the window sizes to make sure they are what he wants them to be.”

Clearly, “might” does not convey the liability I am now being charged with. Plus I called him to again inform him that I would be doing the installation, that I lived 2,000 miles away and that I depended on them as experts to have the correct measurements.

After informing me that the contract states product only orders are the customer’s responsibility, he said that he would look into the matter and get back to me. When I hadn’t heard from him in over a week, I called the sales office again – but no one was available. However, that instillation manager got back to me later that same day I called the office. After looking into the situation and talking with the former sales agent, he said he had to “fall back on what the contract says,” which is that it is my liability. Beyond that, he couldn’t be of any more use because it wasn’t an instillation issue. Therefore I called the offices and finally got a hold of a [redacted], for the first time on July 24th. I told him my story and complained that I had not been able to connect with anyone, that my messages weren’t being returned, and that I was getting the run-around from VerHalen. He apologized and said he would have it figured out for me by the end of the day. Not only did he not return my call that day, he also did not return my calls from Monday July 27th nor my call on Thursday July 30th. The VerHalen office would not let me speak to the next manger up, [redacted], so I am writing to the Revdex.com instead before seeking civil suit against VerHalen for the amount of the windows, which is approximately $6,500 plus any attorney and court fees I may incur.Desired Settlement: I want VerHalen to take back the incorrect window, come out and measure accurately for new windows, and send me the correct window size. If they are unwilling to take the "risk" of measurement despite being experts, I will have a contractor of my choice come out and measure for them.

Business

Response:

Ownership is working with Mr. [redacted] on a resolution. This was a product only purchase, the customer is responsible for final measurements. We have communicated with Mr. [redacted], and are trying to come to a common resolve.

Consumer

Response:

I was able to get a hold of [redacted] who then replaced all the windows at no charge. He also gave me a quote to have them install them - which was at a discount to the original quote. Essentially, they did everything I needed and asked of them - and I am pleased with the resolution.

We met with the local sales rep for Pella (Verhalen Inc) windows August 28, 2014 and were impressed with the quality of window and service we were presented with. We subsequently agreed to have 12 windows replaced in our home with an anticipated installation time of end of October and made a 50% downpayment (total invoice $18882.81). After the initial day of installation (end of October) with only half the windows installed a week passed by without any communication from the company. When we contacted them no one was aware that the job had not been completed. We were told that the installation crew had quit. A single worker was sent out on a Sunday to finish the job. He installed a window 1/2 inch out of plumb, split the wood extension jams by incorrectly nailing, left dirty fingerprints all over the wood, and dented and chipped existing woodwork. Again a week passed by without any communication, we called to state our dissatisfaction, a 'reclaimer' was sent out to assess the damage. At that time three of the windows had not been installed at all yet and the interior of our house had been under construction for several weeks now. A crew was sent out to reset the window; they had the wrong color trim and again could not finish the job. We were told that factory stained trim would not be available until mid December but that the last three windows would be installed prior to that. An appointment was made, yet nobody showed up. We called the sales rep who was under the impression that the job was done. A crew came mid December to install the last window. Their quality of work was unacceptable - the installation left 1/4 inch gaps in some places and tight junctions in others, extension jams were uneven, center mullion strips uneven, air gaps to the outside (!) were visible and the trim color did not match the window. In order to prevent any further damage to our house we at that point decided to finish the work ourselves. (Resetting the window, purchasing, staining and installing trim on several windows)
An adjustor and the sales rep visited our home to assess the job. We were given an installation cost credit of $ 1710.
We did not get compensated for any damage to our house (dented siding, dents in finished wood work and walls), the fact that we now have multiple colors of wood in the final product and non-sealing windows, having taken off work to be present during installation, an unfinished house for two months (as opposed to two days as advertised and promised) as well as the frustration of dealing with a company that exhibited a severe lack of communication with its customers and a lack of dedication to a quality product that we were under the impression of paying for.
We communicated our dissatisfaction with regards to the size of the credit and withheld the rest of our payment in anticipation of an adjustment. Instead we were presented with a notice of intention to file a claim for lien.

Review: Unfortunately, I cannot remember his name, but the person who sold me the Pella Windows is no longer with the company. However, that person can be identified by the company. Also, the biggest mistake I made was to allow them to install them while I was away. For the life of me I cannot figure out why I couldn't have four. more months to install, but he said it was important to do it b/c the windows were rotting. The person at Pella said they sent someone out to my house several times, but to the best of MY knowledge it was only once. Now I am stuck with screens that don't fit my windows and shades that are not installed properly...and I could definitely use some assistanceDesired Settlement: I simply would like them to stand behind the " person in question" and follow up with the issues that are now required

Business

Response:

Hello - Thank you for allowing me the opportunity to address this customer's concerns. First, I would like to apologize for the difficulties that this situation may have caused. I was able to locate the attached letter from our Installation Manager regarding the blinds that are in question. The letter explains our contract regarding the re-installation of existing blinds. It is unfortunate that the existing blinds were unable to be reused. I am confident that our company made every attempt possible to help install the blinds in question without success. We made these attempts above and beyond our normal process and contract. Please let me know if you would like to discuss this further or if you need additional information.I would be interested to learn more about the screens that are not fitting. Is there additional information that I can get that may help me find a resolution for the screens?Thank you,[redacted]