Relaxation

To Whom This May Concern,We received the complaint Case# [redacted] Our branch office and head office had spoken with this client on several occasions as he had contacted us after the installation of his windows and doorIt had come as a shock to us that client is dissatisfied with the door that was installedAs stated in his complaint to Revdex.com, he says that the door was installed incorrectly (as he now wishes to have it as an out-swing instead of an in-swing door)This request however was never mentioned during the signing of his contractClient does have a copy of this contract and it does not state that we are to provide them with an "out-swing" garden doorWe had informed to this customer that all doors come "in-swing" unless stated otherwiseDuring the signing of the contract, we had inspected the customer's original door from the outside and he never showed us how he wishes for the product to be openedTherefore, we did request the installer when he was doing the final measurement to double check with the client where they wish the hinges to be placedAt that time, the customer's wife was home and said she wishes the door to be opened "inward" meaning the the door would swing inWe provided the exact product as client requested and unfortunately they are now stating otherwiseWe did offer the customer the option of having a new garden door installed with the "out-swing" option, but of course there would be an additional feeInitially he had agreed and asked that we expedite this new door for himThen on the day when our sales representative returned to sign a new contract for the order of a new door, he again stated otherwise, that he never said he would pay for a new doorWe would love to offer our maximum assistance to this customer, given that they provide us with a solid answer in writing and in the case of providing a new door, they would need to provide additional payment for the request of an additional productAs for the "crooked window", we reviewed all previous conversations between us and the customer and this is the first time they mentioned about thisWe do request that client provide evidence (such as digital images) of the window that requires serviceWe do recall the customer voicing their concerns of the foam insulation for one of their windows and they did supply picture of this issueHowever, we explained to them that because their house is currently under renovation and the siding needed to be placed in, we had properly provided adequate amount of foam and insulation and the installation was done accurately for their future project of the siding installationWe would greatly appreciate that the client properly submit their request for service (for this one window) and allow us to take appropriate actions for our products before addressing their concerns to Revdex.comOnce again, Canadian Choice would love to provide this customer what they request, given that they 1) follow our company's service procedure for their window, and 2) review their contract and if they do insist on an "out-swing" garden door, we will need to meet and sign a new contract and go over the additional cost of the new doorThank you and have a nice daySincerely,Canadian Choice Windows & Doors

Initial Business Response / [redacted] (1000, 8, 2015/11/03) */ On October 20, we had installed all windows and completed all services as per Mrs [redacted] contract signed with Canadian Choice Windows & DoorsOur sales rep as well as the managers of installations and the manager of sales all were present at Mrs [redacted] place of residence numerous times when installation and service was taken place to make sure completion was done professionally as well as per contractOn the final day of service completion, we had asked Mrs [redacted] to kindly provide payment to where she had stated that she would by October 26, Till this day her final payment of $5, had still not been received, as she now believes that Canadian Choice Windows & Doors are in obligation to provide her with free servicePlease note that we had advised Mrs [redacted] that if she requires any extra work (not including service under warranty) then she would have to pay extra as our company does not offer free labor as she had requested previouslyThe last time Canadian Choice Windows & Doors was present at her residence to finish up all work as per contract was on October 20, to where she had refused to pay upon our completion We ask that it be noted that it is our company's policy that further warranty work cannot be done by our company upon completion of the job until full amount owing is paid as per contract Kind Regards, Canadian Choice Windows & Doors (Edmonton) [redacted]

Complaint: ***
I am rejecting this response because:
The response from the business is a complete lieThe on site installers agreed it was the wrong door as per the contract so while on site they called their boss who advised a new door would be ordered and for us to do a $holdbackWe did not at any time refuse to pay - this was 100% suggested by the companyThe installers did not even finish the installation of the French doors as they advised they would be back in a few weeks with the new door so there was no point in them finishing it and then having to rip it all out again*** *** *** *** * *** *** *** *** *** *** *** *** *** *** * *** *** *** ** *** *** *** ** *** *** *** *** *** *** *** ** *** *** ** *** *** *** *** *** *** *** ** *** *** *** *** ** *** *** *** *** * *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** ** *** ** *** *** *** *** ** * *** *** ** *** *** *** ** *** *** *** The photo I have attached here is full view of the FRENCH DOORS they installed, no screens as per their own website and no miniblinds as per the contract, work is also unfinished and house is exposed right to plywood
The CONTRACT clearly states garden doors with mini blinds - there are not even mini blinds on these French doors - how can they call that the correct door???
Sincerely,
*** ***

Initial Business Response /* (1000, 7, 2015/08/10) */
To Revdex.com in respond to Case #[redacted]:
Mr & Mrs [redacted] had signed a contact with Canadian Choice Windows & Doors (Edmonton) Inc. on August 8, 2014. Since such contract being signed, we have been having many communication issues with...

Mrs. [redacted]. The management at Canadian Choice Windows & Doors had been trying their ablest to satisfy both[redacted] & [redacted] only to have very unpleasant responds to our staff & service team from their behalf.

Upon arrival of the windows as per contract in October of 2014, Mrs. [redacted] was unhappy with the grill designs on the windows and demanded that we change them free of charge. Please note Mrs. [redacted] herself had signed off the design before placing the order (please see attached). Albeit we were not liable for such changes to be made free of charge, our management nevertheless had agreed for such to be done for their satisfaction.

After the installation of the new units, Mrs [redacted] had still found much fault in our service as well as communication accusing our staff to have been overlooking her messages and phone calls. We had always provided her with all of our contact information as well as replied to her phone calls, e-mails as well as messages in a timely manner.

We had as well sent our service & installation team over whenever she had claimed there were issues with her windows. Such staff from our service department had stated that they were sent off her property with yelling and screaming without ever having been provided the opportunity as well as proper time to complete what was asked of them in full.

The management of Canadian Choice Windows & Doors had therefore implied that in occurrence of any other service request from Mr & Mrs [redacted], we would ask for photographs as well as detailed information of the emerged service by e-mail or fax for us to have on file as phone conversations were blamed to be miscommunicated.

The most recent of these services was such in request to have one of the Vinyl Jamb extensions of their Hopper window to match the color of their other windows extensions. Upon receiving such service request, we had asked Mrs [redacted] to provide us with photographs and detailed information on all services requested before we call to book a date and time best suitable for such issue to be resolved. Our request for such information was replied with hesitation and refusal of such to be done (please see e-mails attached).

Following our many requests for photographs as well as details of service, Mrs [redacted] had eventually sent us the information needed for our inspection. Upon such photographs received, we had scheduled a time with Mr [redacted] for the next morning to have the jamb extension painted as well as have the caulking cleaned off some of her windows as requested.
We then received a call from Mrs [redacted] stating that she would like us to replace her hopper window and jamb extension in full to where we had explained the following...
We had explained to Mrs. [redacted] numerous times that our hopper windows come from a different source, as our manufacturing company does not manufacture such style windows.
Hopper windows are a must be exception to a contract where our clients wish to change a window in an opening that is too small for any other style window other than that of a hopper. Such window style was mandatory to fit fire code safety regulations as she had not wished to inquire any more expenses if she had chosen to go with the concrete cut out route to have the opening been made larger to fit one of our manufactured window styles. Such being stated, this is the cause of the hopper windows jamb extension not matching the other windows manufactured by our manufacturing company.
Such phone conversation was very unpleasant as after our explanation of the above, our manager was criticized as well as screamed at over the phone by Mrs [redacted].

Therefore we had cancelled such appointment for such service, as we are unable to provide Mr & Mrs [redacted] with a new window & jamb extension free of charge, especially when such product is not in existence presently on our market.
Kind Regards,
Management
Canadian Choice Windows & Doors (Edmonton)
[redacted]

To Whom This May Concern,We received the complaint Case#[redacted]. Our branch office and head office had spoken with this client on several occasions as he had contacted us after the installation of his windows and door. It had come as a shock to us that client is dissatisfied with the door that was...

installed. As stated in his complaint to Revdex.com, he says that the door was installed incorrectly (as he now wishes to have it as an out-swing instead of an in-swing door). This request however was never mentioned during the signing of his contract. Client does have a copy of this contract and it does not state that we are to provide them with an "out-swing" garden door. We had informed to this customer that all doors come "in-swing" unless stated otherwise. During the signing of the contract, we had inspected the customer's original door from the outside and he never showed us how he wishes for the product to be opened. Therefore, we did request the installer when he was doing the final measurement to double check with the client where they wish the hinges to be placed. At that time, the customer's wife was home and said she wishes the door to be opened "inward" meaning the the door would swing in. We provided the exact product as client requested and unfortunately they are now stating otherwise. We did offer the customer the option of having a new garden door installed with the "out-swing" option, but of course there would be an additional fee. Initially he had agreed and asked that we expedite this new door for him. Then on the day when our sales representative returned to sign a new contract for the order of a new door, he again stated otherwise, that he never said he would pay for a new door. We would love to offer our maximum assistance to this customer, given that they provide us with a solid answer in writing and in the case of providing a new door, they would need to provide additional payment for the request of an additional product. As for the "crooked window", we reviewed all previous conversations between us and the customer and this is the first time they mentioned about this. We do request that client provide evidence (such as digital images) of the window that requires service. We do recall the customer voicing their concerns of the foam insulation for one of their windows and they did supply 1 picture of this issue. However, we explained to them that because their house is currently under renovation and the siding needed to be placed in, we had properly provided adequate amount of foam and insulation and the installation was done accurately for their future project of the siding installation. We would greatly appreciate that the client properly submit their request for service (for this one window) and allow us to take appropriate actions for our products before addressing their concerns to Revdex.com. Once again, Canadian Choice would love to provide this customer what they request, given that they 1) follow our company's service procedure for their window, and 2) review their contract and if they do insist on an "out-swing" garden door, we will need to meet and sign a new contract and go over the additional cost of the new door. Thank you and have a nice day. Sincerely,Canadian Choice Windows & Doors

Initial Business Response /* (1000, 8, 2015/11/03) */
On October 20, 2015 we had installed all windows and completed all services as per Mrs [redacted] contract signed with Canadian Choice Windows & Doors. Our sales rep as well as the managers of installations and the manager of sales all were present...

at Mrs[redacted] place of residence numerous times when installation and service was taken place to make sure completion was done professionally as well as per contract. On the final day of service completion, we had asked Mrs [redacted] to kindly provide payment to where she had stated that she would by October 26, 2015.

Till this day her final payment of $5, 920 had still not been received, as she now believes that Canadian Choice Windows & Doors are in obligation to provide her with free service. Please note that we had advised Mrs [redacted] that if she requires any extra work (not including service under warranty) then she would have to pay extra as our company does not offer free labor as she had requested previously. The last time Canadian Choice Windows & Doors was present at her residence to finish up all work as per contract was on October 20, 2015 to where she had refused to pay upon our completion.
We ask that it be noted that it is our company's policy that further warranty work cannot be done by our company upon completion of the job until full amount owing is paid as per contract.
Kind Regards,
Canadian Choice Windows & Doors (Edmonton)
[redacted]

Complaint: [redacted]
I am rejecting this response because:The business state's that we "now" wish to have an out swing door instead of an in swing. We wanted a garden door the same as an existing door in our house. The sales man advised garden doors are always out swing unless ordered otherwise. So we wouldn't have requested the door they installed. I was asked to e mail pictures and my complaints to a hotmail e mail address I did that and I included the information about the window being bowed. The Company has obviously received those e mails as they state they did receive the one picture of the foam insulation. The e mails I sent include pictures of the garden door we already have at the house and that we showed to the salesman. There was no response to any of my e-mails, the salesman said that the e-mails were to long and I should just send a sentence of what I wanted from them. We do have a signed contract for the door but it does not specify if the door would open in or out. I was home when the installers came to measure and I did show them that I wanted the door to open to the outside the same as the existing door we have. I also showed them which side I wanted the crank out window on the garden door. The door that was installed does not have a crank out window either. But that is what we understood we ordered. The Salesman has returned to our house and agreed that the large window is bowed and should be covered on warranty. He also offered us $200 off purchasing a new door but I do not agree we should purchase a new door when the door we received is not as ordered. Maximum assistance has not been offered, nor has warranty on their manufactured product.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/13) */
On October 20, 2015 the supply and installation of Mr.[redacted] windows and doors were completed as per contract. Upon completion of the installation, [redacted] who was present at the place of residence had signed our satisfaction sheet on behalf of...

Mr. [redacted] stating to be satisfied with the product and installation without noting any issues or complaints. When calling Mr. [redacted] in regards to his payment left owing, we were notified that two of his basement windows are in need of Vinyl Trim and that one of his windows had a scratch on the glass surface. Our office had then ordered a new replacement glass unit as well as the correct Vinyl Trim that is soon to arrive. We had as well advised Mr. [redacted] that we would be sending our service team for the service to be completed as soon as the products arrive. Please note that our installers had installed wood casing for his two basement windows for the time being that we are waiting for them to be replaced. Canadian Choice Windows & Doors had not been notified by Mr. [redacted] of any other issues relating to case and ask him to kindly call our office at [redacted] if there is any further service needed. We apologize for any inconvenience this had caused and we ask Mr. [redacted] for his patience on this matter.

Kind Regards,
Canadian Choice Windows & Doors (Edmonton)
10309 - 174 STREET NW
EDMONTON, AB, T5S 1H1
Tel: 780-577 1118
Fax: 780-577 0198
Initial Consumer Rebuttal /* (3000, 7, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1.There is no one living here by the name of '[redacted]' who could have signed a satisfaction sheet. I do however, have a blank copy that I printed from their email sent to me October 16, 2015 that no one nor myself has ever signed.
2. I complained about the scratched window to the crew leader of one installation team in June and the sales rep in July as well as the crew leader of the installation team in October.
3. I had also telephoned my complaints on 3 occasions to the office, including October 16, 2015.
4. The company sales rep called me November 10, 2015 informing me that my window was on order, the casings were in stock and when the window arrived all would be remedied. Note: It typically has taken 6 to 8 weeks to receive windows so installation may be late December or early January 2017.
5. I will not complete payment until everything is to my satisfaction.
Note: I was never told until November 10, 2015 that new casings and window were ordered - after I submitted my complaint to the Revdex.com.

After the conversation with Sales Representative, Installers and Manager we all agreed that our company followed exactly a Contract **-[redacted].Door and windows was installed August 29&30,2016 as per signing contract by customer.Outstanding Balance $1,500 customer refused to...

pay.Please see an Attachment of Contract [redacted].