We have received the customer's complaint and have been attempting to resolve with the customer. Our current stance is that we contracted to install our product on the customer's home. We did so and while late in the evening we performed a walk through around the home to make sure the...
customer was satisfied. Being that it was dark we understood when the customer later communicated that he was not satisfied with the installation and requested we come out to correct his concerns. We did indeed come out with experienced labor and corrected the concerns as per specification. When the customer reported dissatisfaction after the corrections we attempted to make arrangements for service. At that point the customer declined service and instead requested a discount on the purchase price. At that point the issue was handed over to the corporate office. Since then we have communicated with the customer who communicated his desire for product removal and a full refund. We responded to the customer that the warranty does not cover his claim but we could certainly correct or even replace any deficiencies he may feel exist. The customer declined at that time. Our most recent message to the customer has not yet been returned as of the posting of this response.While we cannot honor the customer's request of product removal, we certainly stand behind the product and have offered to address aesthetic concerns the customer may have. As of this point the customer has not reported any performance related concerns. Our open ended offer to service our product stands should the customer decide to accept.
We have received the customer's complaint and have been attempting to resolve with the customer. Our current stance is that we contracted to install our product on the customer's home. We did so and while late in the evening we performed a walk through around the home to make sure the...
customer was satisfied. Being that it was dark we understood when the customer later communicated that he was not satisfied with the installation and requested we come out to correct his concerns. We did indeed come out with experienced labor and corrected the concerns as per specification. When the customer reported dissatisfaction after the corrections we attempted to make arrangements for service. At that point the customer declined service and instead requested a discount on the purchase price. At that point the issue was handed over to the corporate office. Since then we have communicated with the customer who communicated his desire for product removal and a full refund. We responded to the customer that the warranty does not cover his claim but we could certainly correct or even replace any deficiencies he may feel exist. The customer declined at that time. Our most recent message to the customer has not yet been returned as of the posting of this response.While we cannot honor the customer's request of product removal, we certainly stand behind the product and have offered to address aesthetic concerns the customer may have. As of this point the customer has not reported any performance related concerns. Our open ended offer to service our product stands should the customer decide to accept.