Replacement Glass Co Inc

Please provide clarification on the status of this complaint I thought you closed this finding the company did nothing wrong in their bait-n-switch tactics

On 6/5/the customers, Mr*** and Ms***, came into our showroom interested in purchasing two retractable screens for their homeIn our showroom, we have the identical product on display that the customer orderedOn 6/our techs installed the identical product that the customer saw,
demoed and paid for on 6/After the techs installed the customer’s screen doors on 6/the techs received Ms***’s signature on the invoice next to “the work listed has been installed to my entire satisfaction”No issues were reported by the customer while the techs were on-siteShortly after the techs left the customer’s home the techs received a call from Mr*** claiming to be dissatisfied with the screens and was upset about paying the already agreed to price for the travel time for our two techs to travel to the customer’s home, a six-hour roundtrip drive from AnchorageMr*** learned that the techs were servicing a second customer in Soldotna and requested to be refunded for part of the travel feeThe second customer’s installation is scheduled for a month later in JulyWhen the second customer learned that our techs would be in Soldotna on 6/they asked us if we could at least install one of the five screen doors they had ordered, which they didThe second customer paid a separate travel fee since the techs will make a separate future visit.On 6/17, minutes after the Mr*** called the techs to express his dissatisfaction, the techs contacted their supervisorLater that very same day (Saturday) the supervisor called the customer to address his issues and concernsMr*** did not answer and a message was leftFirst thing Monday morning (6/19) the supervisor again called Mr*** and spoke with him in an attempt to address his concerns.We strive to provide superior products and service to every customer we encounterThis customer received the exact screen doors they demoed, ordered & paid for and both were installed professionally on the day of scheduled serviceAll of our retractable screens come with the industry’s strongest warranty on any of the non-mesh screen componentsIf there is a failure of any of these components we ask that the customer call us immediately so we can address and remedy the issue

Complaint: ***
I am rejecting this response because: It is obvious there are different recollections of what transpired over the course of the weeks we have dealt with Replacement Glass Attached is a letter sent to Replacement Glass on June 28, outlining our position Our request is not unreasonable The day the installers came my husband was so mad at how we had been treated by the company up to that point he asked me to watch over the installers to make sure there were no issues I offered them coffee, water and use of the bathroom facilities It was only after the installers left that my husband said the doors that were installed were not the doors we purchased but the door shown to me when I visited in May The installer also, during a phone conversation with my husband, said he would never have recommended the "upgraded door."I look forward to resolution of this dispute,
Sincerely,
*** ***

Alaskans have been choosing Replacement Glass as their glass company since 1970 because of our commitment to quality and customer service. When we have a customer that claims, rightly or wrongly, that they did not receive the very best service or product we do everything we can to remedy the situation.We regret that we are unable to assuage this customer. Ms. [redacted] claims that “the doors that were installed were not the doors we purchased”. This is simply not possible. There are only two types of retractable screen doors that Phantom manufactures and that we sell, the Professional and the Legacy. The only difference between the Professional and the Legacy is the Professional has a standard magnet latch and the Legacy is equipped with an upgraded trigger latch and release handle. Ms. [redacted] and Mr. [redacted], after trying out both models in our showroom, selected the upgraded Legacy model with the trigger latch. On 6/17 we installed the very model they requested and paid for, the Legacy, which is the very screen on display in our showroom. Phantom DOES NOT manufacture any other retractable door screen other than the Professional and Legacy. The “upgraded door” that they reference is the Legacy, which is the very model in our showroom and the very model we installed. If we had installed the Professional model instead of the Legacy model, which the customer is not claiming, we would be more than happy to refund the $100/per screen difference between the two.Given that we installed the “upgraded” model they selected on the very day the installation was scheduled coupled with the fact that the techs received Ms. [redacted]’s signature on the invoice next to “the work listed has been installed to my entire satisfaction”, we do not feel the customer’s request for a refund is warranted. Again, we regret that we are unable to fully satisfy this customer.