Rosati Windows

Rosati Windows has installed my doors, however, they have not finished repairing the damage to my home that occurred on June 16th, In addition, I notified [redacted] -- their installer, on November 6th at 7:19pm about three missing screws on two hinges of the linen closet door on the second floor of the house [redacted] is aware of the outstanding damage

As stated in the first sentence of my complaint, First of all, let me say that I appreciate the discount that was given for the part purchase, as was expressed by Susan W [redacted] (Service Supervisor).My complaint was that I was not told or given in writing anything about a "trip charge", nor is it in any paperwork received previouslyIn addition, I was told several times by Susan that the total price would be cut in half.So, I do thank Mike for working with me I just wished I did not have to go this far I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me

Due to environmental issues nothing stays the way it was originallyI can re-cap the windows, but it will end up discoloring againThere is no caulk that overtime will not discolorWe could use a darker caulk, but that would not match the trimThe only thing I can do is redo the capping, but I will only do it once, I cannot come out every five years and make it new again

I am rejecting this response because: I have now been without doors in my home for weeks and days and no progress has been made, nor have I received an answer as to when I will have doors in my home againDuring a phone conversation with [redacted] on September 16th, he told me the situation with my doors is his, "Number priority." At 5pm that evening, [redacted] arrived at my home with a paint sample on a inch by inch squareIt was yellow in colorI asked [redacted] what it will take to produce, and when will he have, a paint sample that matchesHe said, "I don't know." I gave [redacted] the same paint can I gave to [redacted] on August 14th, from which Rosati had already produced a paint match that I approvedI was told the matched paint would not work with their paint sprayersOn Thursday, September 18th, I called [redacted] at 3:14pm, after having not received a phone call in business daysI asked him for an update on the paint sample and an explanation as to why the process is taking as long as it isHe said he did not know when I would have a new sample to look at, and that the paint matching process requires that his company put in a request at Sherwin Williams, paint a sample on a piece of wood and then wait for it to dryI called Sherwin Williams and asked how long it takes to create a paint match and I was told, "minutes." Knowing this, I do not understand how the total time for the steps outlined by [redacted] would exceed business dayI suggested to [redacted] that he provide multiple paint samples the next timeHe agreed to thisOn Friday, September 19th, I called Rosati Windows again [redacted] was not in the office and I spoke to [redacted] insteadI asked him when I would have a paint sampleHe said, "Monday." I asked him why business days was not sufficient time to produce a paint sample and he said, "I'm not in the paint businessI don't know." I told [redacted] that I need the doors to be reinstalled in my house, and that when Rosati Windows and Doors is ready to begin the repair and repatining process, they can pick up the doorsHe refusedHe said that was, "Impossible" and that it would only, "Add more time."On Monday, September 22nd, I spoke to [redacted] on the phone at 11:20amHe said he had a sample that he believed was a matchHe said he could come to my house at 5pmI told him I would not be available until 6pm and that my wife would like to talk to him in personHe said he couldn't do that because he had an appointment at 6pmHe said he would drop a sample off at 5pm and I could call him laterI told him I wanted to be there because I was concerned about the paint not matching and the steps that would followI told him I would be there at 5pmI left work early to make this appointment [redacted] showed up at 4:30pmI arrived home at the same time he arrivedWe went inside and checked the paint sample, of which there was only oneThe color appeared to be similar but it was not the correct sheenHe said he would add more glossBefore [redacted] left I told him I would like to remind him of the outstanding damage to my home that occurred three months and six days ago, and that I would like to know when it will be repairedThis includes the damage that was outlined in my original complaint to the Revdex.com and the walkthrough with [redacted] that took place on June 30thThe only addition was a new gouge in the second floor wall outside the master bedroom which happened during the door removal two weeks and six days ago [redacted] made notes and took pictures of all itemsHe did not say when the damage would be repaired.I do not understand why I have only seen paint samples over weeksI do not feel that a resolution has been a priorityI do not understand why the doors were removed from my home if Rosati Windows and Doors was not prepared to begin the repair and repainting process immediatelyI need to know when I will have doors in my home againThe stress that my family is undergoing because of Rosati Windows and Doors' behavior and actions is overwhelmingWe cannot have friends and family over to our house because we do not have doors on our bathrooms or bedroomsThe stress is also affecting our performance at workAdditionally, I need to know when the damage that was done to my home over months ago will be repairedI have made myself available on the same day of every occasion that required my presence Regards, [redacted]

We have all of customer's doors in our plantOnce customer has signed off on new paint sample which we will supply, we can then work up a timelineIt is our intention to compensate our customer for the delays in his order

We have a piece of quarter round that is being stained*** *** will install missing screws and quarter round when stain is complete

I am rejecting this response because: Rosati did not provide a timeframe in which the repair process will be completedThis has been a recurring problem during the past monthsI explicitly documented this in my original complaintIt has been more than a week since I have had no doors in my house, and Rosati has still not told me when they will be reinstalling the doorsI expect due compensation for every day that I am without doors in my houseI also expect all installation to take place in the evening when I am home from workI will not take off any more time from work to accommodate RosatiThey have had ample opportunities to rectify this situation in a timely and professional mannerI want a timeline to be provided for the steps involved leading up to the reinstallation of my doors.
Regards,
*** ***

I have been in contact with *** ***I an sending my Vice-President out to discuss different options to see if we can get this resolvedThanks, *** ***

I have reviewed the last response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Rosati Windows has installed my doors, however, they have not finished repairing the damage to my home that occurred on June 16th, 2014. In addition, I notified [redacted] -- their installer, on November 6th at 7:19pm about three missing screws on two hinges of the linen closet door on the second floor of the house. [redacted] is aware of the outstanding damage.

As stated in the first sentence of my complaint, First of all, let me say that I appreciate the
discount that was given for the part purchase, as was expressed by Susan W[redacted]
(Service Supervisor).My complaint was that I was not told or given in writing anything about a "trip charge", nor is it in any paperwork received previously. In addition, I was told several times by Susan that the total price would be cut in half.So, I do thank Mike for working with me.  I just wished I did not have to go this far.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

I am more than willing to discuss this issue with our client and hopefully work out something that is to their satisfaction. I don't know where to start because there was no information on the resolution of the complaint. Do they want us to rebuild the windows and waive the $75.00 per window charge?...

Thanks, Mike Rosati

I am rejecting this response because: I have now been without doors in my home for 3 weeks and 1.5 days and no progress has been made, nor have I received an answer as to when I will have doors in my home again. During a phone conversation with [redacted] on September 16th, he told me the situation with my doors is his, "Number 1 priority." At 5pm that evening, [redacted] arrived at my home with a paint sample on a 3 inch by 3 inch square. It was yellow in color. I asked [redacted] what it will take to produce, and when will he have, a paint sample that matches. He said, "I don't know." I gave [redacted] the same paint can I gave to [redacted] on August 14th, from which Rosati had already produced a paint match that I approved. I was told the matched paint would not work with their paint sprayers. On Thursday, September 18th, I called [redacted] at 3:14pm, after having not received a phone call in 2 business days. I asked him for an update on the paint sample and an explanation as to why the process is taking as long as it is. He said he did not know when I would have a new sample to look at, and that the paint matching process requires that his company put in a request at Sherwin Williams, paint a sample on a piece of wood and then wait for it to dry. I called Sherwin Williams and asked how long it takes to create a paint match and I was told, "15 minutes." Knowing this, I do not understand how the total time for the steps outlined by [redacted] would exceed 1 business day. I suggested to [redacted] that he provide multiple paint samples the next time. He agreed to this. On Friday, September 19th, I called Rosati Windows again. [redacted] was not in the office and I spoke to [redacted] instead. I asked him when I would have a paint sample. He said, "Monday." I asked him why 3 business days was not sufficient time to produce a paint sample and he said, "I'm not in the paint business. I don't know." I told [redacted] that I need the doors to be reinstalled in my house, and that when Rosati Windows and Doors is ready to begin the repair and repatining process, they can pick up the doors. He refused. He said that was, "Impossible" and that it would only, "Add more time."On Monday, September 22nd, I spoke to [redacted] on the phone at 11:20am. He said he had a sample that he believed was a match. He said he could come to my house at 5pm. I told him I would not be available until 6pm and that my wife would like to talk to him in person. He said he couldn't do that because he had an appointment at 6pm. He said he would drop a sample off at 5pm and I could call him later. I told him I wanted to be there because I was concerned about the paint not matching and the steps that would follow. I told him I would be there at 5pm. I left work early to make this appointment. [redacted] showed up at 4:30pm. I arrived home at the same time he arrived. We went inside and checked the paint sample, of which there was only one. The color appeared to be similar but it was not the correct sheen. He said he would add more gloss. Before [redacted] left I told him I would like to remind him of the outstanding damage to my home that occurred three months and six days ago, and that I would like to know when it will be repaired. This includes the damage that was outlined in my original complaint to the Revdex.com and the walkthrough with [redacted] that took place on June 30th. The only addition was a new gouge in the second floor wall outside the master bedroom which happened during the door removal two weeks and six days ago. [redacted] made notes and took pictures of all items. He did not say when the damage would be repaired.I do not understand why I have only seen 2 paint samples over 3 weeks. I do not feel that a resolution has been a priority. I do not understand why the doors were removed from my home if Rosati Windows and Doors was not prepared to begin the repair and repainting process immediately. I need to know when I will have doors in my home again. The stress that my family is undergoing because of Rosati Windows and Doors' behavior and actions is overwhelming. We cannot have friends and family over to our house because we do not have doors on our bathrooms or bedrooms. The stress is also affecting our performance at work. Additionally, I need to know when the damage that was done to my home over 3 months ago will be repaired. I have made myself available on the same day of every occasion that required my presence.
Regards,
[redacted]

Due to environmental issues nothing stays the way it was originally. I can re-cap the windows, but it will end up discoloring again. There is no caulk that overtime will not discolor. We could use a darker caulk, but that would not match the trim. The only thing I can do is redo the capping,...

but I will only do it once, I cannot come out every five years and make it new again.

There have been a number of issues with product quality and paint issues. I take full responsibility. We have received the new doors. Our next step is to paint a door and bring it to our customer for his approval. Once everything is completed and repairs are made we will work out some form of...

compensation for our customer.[redacted]

9.15.14 Revdex.com received phone call from consumer stating company has not scheduled service call as of today.

Our service charge of $65.00 is a trip charge that covers expenses to job site just like any other service company. The labor is covered . The part from a different manufacturer was out of warranty. Customer complained about cost so I agreed to split it with him. I will accept the check as written...

which was less than owed, but I am very concerned I received a black mark for trying to help my customer. Thanks, Mike Rosati