Polar Windows

Complaint: [redacted] I am rejecting this response because: I am not sure who is in charge of writing the response to my complaint, but having your facts correct would be an asset!! The Blinds were the second thing reportedThe broken window was the first as we did not receive any notification that the window was brokenthe mess was left and I received a call from my children [redacted] is how we found out the window was brokenWe did not move anything or take any blinds down as we were told you do it ALL and we won't even know you were in our houseOver cutting the siding on our house is your mistake not oursFunny how the one and only door that we would walk through and have eye level vision has no over cutting on the siding, was put in in a professional way and yet out of sight the job was done horrendous, as for me signing the blank sheet of paper at the top I was told it is proof that they were thereI was told that we would be compensated for the blinds and that was all I was asking forYes I had said to [redacted] that I had went to [redacted] to grab some cheap blinds for the time being as it is the kids room and getting them to sleep in a bright room was not working too wellBottom line is that the company wrecked the window which they replaced, wrecked the blinds and yes that is your responsibility as we were told that you would take them down and replace them where they were, and last but not least you wrecked our siding, and to make yourselves feel better I have had to listen to, [redacted] that our siding is garbageYes it needs to be restained from the underground sprinklers hiting the houseThe kitchen window did not close nor lock, that was fixedthere is Dark brown silicone now on the windows after they came to the house and said that is how it has to beWHY, not sureLooks like crap even worseNot too sure how a company can come into a residence and destroy maybe on accident anything and not be held responsible about itI am being quite fair about the whole thing We went high end to keep up on adding the high end to house we bought in townGoing expensive I expect High QUALITY!! If the job is not high standards it should be paid appropriately for the job doneThe minimum I am asking for is the blindsIf I have to go any futher I will request ALL of the above Sincerely, [redacted]

The original install took place on June & 14, 2016, during the original install the customers were not home only their children, furniture wasn't moved, blinds were not down.The sales agent did a follow up call after the installation to collect final payment and the customer mentioned they had issues with the following:Clean up poorly done, caulking on the outside, casing needed to be looked at, the installers broke the glass in their existing patio trying to take it apart to get our door into the house.Dan H [redacted] attended their home on June 20, at 5:pm (time the customer's requested) and met with the customers to discuss what was going to be doneDan brought back the sash to get the glass replaced and told the customer we would address the remaining of their concerns when we have the sash readyNot at any time did they mention the blinds or parts were missing.Unfortunately, the company we took the sash to have the glass repaired had issues with the tempered glass so took weeks to have the sash repaired, weeks longer than they promisedThe customer did call to check on status and I explained the situation regarding the delay and apologized for the inconvenienceAgain at no time was the blinds mentions.On August 10th, the installers attended the customer's home to address all the issues they had, put in the new sash that was broken and again the customer was not homeBut the installers proceeded to complete the workOn August 11, I called [redacted] and he told me to call his wife [redacted] which I did there was no answer so I left a messageMrs [redacted] called back and at that time I asked if everything was okay, no complaints and requesting paymentMrs [redacted] stated that she thought it was paid and I advise no it's not paidI explained what the balances were and she asked me to send a detailed invoiceOn August 11, I emailed Mrs [redacted] an invoice and a copy of her contractsI followed up a few days later and she said that the email never came through so I asked her to check her junk email and she found the emailMrs [redacted] said they would review over the weekend and get back to meI followed up on August 16th, left a message and then I received a long email outlining they were still unhappy and that's when the blinds were mentioned for the first timeI responded to their email apologizing again and hopefully we could find a resolution At the time of the original install the installers had to remove blinds and they left the blinds and all the parts for the customerIt is not our responsibility to remove the blinds nor reinstall the blindsIt's unfortunate parts went missingWith no response from the customer I sent the file over to our head office in Winnipeg to collect the balance owingAfter meeting with head office, we agreed to go back again to recaulk the windows, fix the casing on kitchen window and fix the kitchen windowThe siding is badly cupped, and in bad shape from the weatherSo when cutting the siding to remove the old windows, it splintered and there's nothing we can do to remedy the situationThe customer agreed for us to come back at their convenience which was Sunday, Nov6, at 10:amThe installers addressed their issues and discussed the sidingMrs [redacted] signed off on the work that dayTheir have been numerous emails back and forth with the [redacted] s from [redacted] (Collections) and in one of the emails the customers mentioned they had to purchase curtains and rods for three windows at $per windowWe offered $compensation and for the receiptsThe customer's refused to provide receipts for the curtains and rodsWe also asked for receipts for the blinds that were missing parts and was told by the customer they don't have themOur work has been completed at the customer's home and our head office will address the outstanding balance

The original install took place on June 13 & 14, 2016, during the original  install the customers were not home only their children, furniture wasn't moved, blinds were not down.The sales agent did a follow up call after the installation to collect final payment and the customer mentioned...

they had issues with the following:Clean up poorly done, caulking on the outside, casing needed to be looked at, the installers broke the glass in their existing patio trying to take it apart to get our door into the house.Dan H[redacted] attended their home on June 20, 2016 at 5:30 pm (time the customer's requested) and met with the customers to discuss what was going to be done. Dan brought back the sash to get the glass replaced and told the customer we would address the remaining of their concerns when we have the sash ready. Not at any time did they mention the blinds or parts were missing.Unfortunately, the company we took the sash to have the glass repaired had issues with the tempered glass so took 6 weeks to have the sash repaired, 4 weeks longer than they promised. The customer did call to check on status and I explained the situation regarding the delay and apologized for the inconvenience. Again at no time was the blinds mentions.On August 10th, the installers attended the customer's home to address all the issues they had, put in the new sash that was broken and again the customer was not home. But the installers proceeded to complete the work. On August 11, 2016 I called [redacted] and he told me to call his wife [redacted] which I did there was no answer so I left a message. Mrs. [redacted] called back and at that time I asked if everything was okay, no complaints and requesting payment. Mrs. [redacted] stated that she thought it was paid and I advise no it's not paid. I explained what the balances were and she asked me to send a detailed invoice. On August 11, 2016 I emailed Mrs. [redacted] an invoice and a copy of her contracts. I followed up a few days later and she said that the email never came through so I asked her to check her junk email and she found the email. Mrs. [redacted] said they would review over the weekend and get back to me. I followed up on August 16th, left a message and then I received a long email outlining they were still unhappy and that's when the blinds were mentioned for the first time. I responded to their email apologizing again and hopefully we could find a resolution.  At the time of the original install the installers had to remove blinds and they left the blinds and all the parts for the customer. It is not our responsibility to remove the blinds nor reinstall the blinds. It's unfortunate parts went missing. With no response from the customer I sent the file over to our head office in Winnipeg to collect the balance owing. After meeting with head office, we agreed to go back again to recaulk the windows, fix the casing on kitchen window and fix the kitchen window. The siding is badly cupped, and in bad shape from the weather. So when cutting the siding to remove the old windows, it splintered and there's nothing we can do to remedy the situation. The customer agreed for us to come back at their convenience which was Sunday, Nov. 6, 2016 at 10:00 am. The installers addressed their issues and discussed the siding. Mrs. [redacted] signed off on the work that day. Their have been numerous emails back and forth with the [redacted]s from [redacted] (Collections)  and in one of the emails the customers mentioned they had to purchase curtains and rods for three windows at $90.00 per window. We offered $300.00 compensation and for the receipts. The customer's refused to provide receipts for the curtains and rods. We also asked for receipts for the blinds that were missing parts and was told by the customer they don't have them. Our work has been completed at the customer's home and our head office will address the outstanding balance.

Complaint: [redacted]
I am rejecting this response because: I am not sure who is in charge of writing the response to my complaint, but having your facts correct would be an asset!! The Blinds were the second thing reported. The broken window was the first as we did not receive any notification that the window was broken. the mess was left and I received a call from my children [redacted] is how we found out the window was broken. We did not move anything or take any blinds down as we were told you do it ALL and we won't even know you were in our house. Over cutting the siding on our house is your mistake not ours. Funny how the one and only door that we would walk through and have eye level vision has no over cutting on the siding, was put in in a professional way and yet out of sight the job was done horrendous, as for me signing the blank sheet of paper at the top I was told it is proof that they were there. I was told that we would be compensated for the blinds and that was all I was asking for. Yes I had said to [redacted] that I had went to [redacted] to grab some cheap blinds for the time being as it is the kids room and getting them to sleep in a bright room was not working too well. Bottom line is that the company wrecked the window which they replaced, wrecked the blinds and yes that is your responsibility as we were told that you would take them down and replace them where they were, and last but not least you wrecked our siding, and to make yourselves feel better I have had to listen to, [redacted] that our siding is garbage. Yes it needs to be restained from the underground sprinklers hiting the house. The kitchen window did not close nor lock, that was fixed. there is Dark brown silicone now on the windows after they came to the house and said that is how it has to be. WHY, not sure. Looks like crap even worse. Not too sure how a company can come into a residence and destroy maybe on accident anything and not be held responsible about it. I am being quite fair about the whole thing.  We went high end to keep up on adding the high end to house we bought in town. Going expensive I expect High QUALITY!! If the job is not high standards it should be paid appropriately for the job done. The minimum I am asking for is the blinds. If I have to go any futher I will request ALL of the above.
Sincerely,
[redacted]