Revisions Window & Door Replacement Company, Inc.

Initial Business Response /* (1000, 5, 2015/05/05) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
We were very surprised by the complaint by Mrs***At no point has ReVisions as a company or *** *** as her salesman not
returned phone calls or emails regarding her outstanding serviceWe have taken many steps to correct the issue and are still currently working toward the end goal of having a satisfied customerWe originally sent the manufacturer of the sliding patio door, *** Windows, to fix a blind and diagnose the air infiltration complaintUnfortunately as we are NOT *** windows we have no say on scheduling for themIt typically takes 6-weeks for *** to send a service tech to perform any air infiltration diagnosesWe were very clear with Mrs*** that was the caseAfter ***'s original service call it could not be determined if or where the air infiltration was coming fromOur salesman *** *** then gave Mrs*** his personal cell phone number and told her anytime she heard the wind to call him and he would come over and diagnose the issueHe did not receive a phone call for months and after that extended amount of time she called him on a Sunday at 9:a.m and he was at her house at 10:a.m the same dayAfter that we made the decision to completely remove all parts of the door and replace with new parts from ***It took weeks to receive all needed parts and ReVisions communicated all time tables with Mrs***As soon as the parts were received we sent our installer to install themAt the completion of the service our installer believed he has pinpointed the issue and unfortunately it will have to be rectified by the manufacturer, *** WindowsWe again communicated with Mrs*** our findings and explained that it has been resubmitted to *** for serviceThe service was submitted on April 14,and an email conversation between ReVisions and Mrs*** took place on April 22nd, again explaining the processThe issue with the door needs to be taken care of by the manufacturer and again we have zero control on the scheduling for the *** Windows CompanyWe understand the frustration of the process, but ReVisions has and will continue to do its best to rectify the complaint as quickly as we possibly can