Renewal by Andersen of Southern New England

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I have folders of [redacted] paper work and would like to have someone...anyone show mThe invoice and itemized for BOTH jobs....I will come to the Revdex.com office with the Volumes of literature & contractsAs it is Way to much to emailI will be to the Revdex.com office Monday..but the reply is as it has never been adiquet or explqning the break down of all charges...and that is all I have asked for since Sept Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Good afternoon Mr [redacted] , I received your last response to the Revdex.comI’m happy to provide whatever it is you’d like, but it appears I’m not properly understanding your requestIn the e-mail sent to you in July, we provided pricing in a window by window format as well as a description of each windowIf you’ll be kind enough to give me two minutes on the phone, I’m confident I’ll be better able to satisfy your needs What time would work best for you? [redacted] President Renewal By Andersen of Southern New England [redacted]

I have a few questions:1.Why have I Still not received a INVOICE for BOTH jobs with individual breakdown of the cost of each window? I have been asking to for this repetedly since Last sept, and NEVER been sent a INVOUCE explaining the break down of BOTH jobs.2, when I have Called ....I was told it might Not be possable, ...it was very busy at your office and the propor person to generate my request will "try" to,help meAsked and deserve a breakdown of labor & cost of each window & it's installation costsFor the price of these windows and the "warrenty" why when I called in Jan telling your office I had a seal on my French doors that wasn't sealing...and your office told me it would be several weeks before anyone could come out to investigate...is 110% totally unacceptable, and there was Never a follow up not to mention a service representative never came.I honestly don't care what your employees may tell you...but this is NOT what I expect from the Brand name & Very High prices I have payed...as a customer I and others deserve a explanation not to mention proper documentation as to the charges, with out a run around.It is THESE reasons YOUR emoyees left,me not choice but to contact the Revdex.com and do research to see if I am not aloneIf you feel my request are above the average and I have no business asking these requests for the Monies I've paid for this supposedly outstanding product you will have to explain to me where I am wrong and why my requests are so out of the ordinaryOr if you can please explain to me why I have had all these problems they were simple request over an eight-month period that have simply and quite plainly then refused to the met for what ever reasonand I as a consumer have absolutely zero patience for thatI look forward to your response to these questionsThank youRegards,
*** ***

Mr***, I am very sorry that you are anything less than thrilled with your experience, and my only goal is to try to rectify whatever I can to get you to that placeI think the best way to effectively bridge any miscommunication gap would be to speak on the phone, but if you prefer not to, I understand completely. Please see my responses in red below. From: *** *** *** Sent: Tuesday, April 26, 11:AMTo: *** ***Cc: *** *** *** ***Subject: Re: Window Pricing. I have a few questions: 1.Why have I Still not received a INVOICE for BOTH jobs with individual breakdown of the cost of each window? I have been asking to for this repetedly since Last sept, and NEVER been sent a INVOUCE explaining the break down of BOTH jobsYou received the full breakdown of the first job on July 14th,We were not aware you were looking for a breakdown of the second order until contacted by the Revdex.com.2, when I have Called ....I was told it might Not be possable, ...it was very busy at your office and the propor person to generate my request will "try" to,help mePlease see two invoices attachedAsked and deserve a breakdown of labor & cost of each window & it's installation costs...The Renewal by Andersen business model is a custom built full service modelThis means that the pricing you received includes all manufacturing, installation , labor warranty’s, product warranty’s, and any service you should ever requireFor the price of these windows and the "warrenty" why when I called in Jan telling your office I had a seal on my French doors that wasn't sealing...and your office told me it would be several weeks before anyone could come out to investigate...is 110% totally unacceptable, and there was Never a follow up not to mention a service representative never camePlease let us know when would be convenient for us to come out and analyze the situation with you doorWe will happily accommodate any time that works for you. I honestly don't care what your employees may tell you...but this is NOT what I expect from the Brand name & Very High prices I have payed...as a customer I and others deserve a explanation not to mention proper documentation as to the charges, with out a run around.It is THESE reasons YOUR emoyees left,me not choice but to contact the Revdex.com and do research to see if I am not aloneIf you feel my request are above the average and I have no business asking these requests for the Monies I've paid for this supposedly outstanding product you will have to explain to me where I am wrong and why my requests are so out of the ordinaryOr if you can please explain to me why I have had all these problems they were simple request over an eight-month period that have simply and quite plainly then refused to the met for what ever reasonand I as a consumer have absolutely zero patience for thatI look forward to your response to these questionsThank you We pride ourselves on delivering a better than average experience to our customersWe have record of providing you a window by window price breakdown in July 2015, but after that the only record we have is of a second order being placed by you, and of a quality installI apologize if you felt at all neglected or that you were getting “the run around”My hope is that the attached invoices and a Service call to look at your doors will alleviate some of those feelingsPlease do not hesitate to call me with any other thoughts or questions. We appreciate your patronage as well as your patience

*** ***, General Manager or our office is working with Mrs*** to resolve this issue. We have attempted multiple services to this door and have been unable to resolve the bounce back issue. We are ordering new product from the factory that will resolve the issue, this upgrade
has been approved by Mrs*** in leu of a $discount. We have also worked with the financing company to extend her payment due date until September so that the new product is installed before final payment is due. Our office is working closely with Mrs***, the financing company and the factory to ensure she has a door that operates properly. The new door has been ordered with the factory and we will schedule an installation in September at Mrs***s convenience. If there are any questions please contact *** *** at *** or ***. Thank you

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I have 3 folders of [redacted] paper work and would like to have someone...anyone show m. The invoice and itemized for BOTH jobs....I will come to the Revdex.com office with the Volumes of literature & contracts. As it is Way to much to email. I will be to the Revdex.com office Monday..but the reply is as it has never been adiquet or explqning the break down of all charges...and that is all I have asked for since Sept 2015. 
Regards,
[redacted]

Mr. [redacted] made this request soon after his first order of on 5/18/2015 ($7027.00). In response to Mr. [redacted]’s request we did two things. 1) On 7/10 we called Mr. [redacted] to set up a person up an meeting with our Sales Rep so that he could try to clarify any confusion. Mr. [redacted] travels...

extensively for work and after a few attempts that conversation was ultimately had on 8/24/2015 @ 11:14 a.m for us to come back out on 9/1. 2) Our Sales Manager [redacted] also sent Mr. [redacted] a breakdown of the cost of each individual window on 7/14/2015. I’ve cut and pasted that e-mail below. 3) When we went back out on 9/1 Mr. [redacted] was pleased with everything he heard about the first order and placed a second order of $13,422.00. The second Install was on 11/23/2015 and as far as we knew, everything went well. We have no record of any service calls about the door, but we’d be more than happy to come back out and investigate if Mr.[redacted] would like. 4) Turns out [redacted] also called Mr. [redacted] on 3/26/2015 when he heard of this complaint. We’ve yet to receive a return call. Please let me know if we can do anything else for Mr.[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Good afternoon Mr. [redacted],   I received your last response to the Revdex.com. I’m happy to provide whatever it is you’d like, but it appears I’m not properly understanding your request. In the e-mail sent to you in July, we provided pricing in a window by window format as well as a description of each window. If you’ll  be kind enough to give me two minutes on the phone, I’m confident I’ll be better able to satisfy your needs.   What time would work best for you?     [redacted] President Renewal By Andersen of Southern New England [redacted]