Screen & Window Shop

On May 28, Customer ( [redacted] ) called for an appointment to measure and give her an estimate to install a ClearView Retractable Screen DoorOn June 2, [redacted] went to the Customer's home to measure, assess and provided them with an estimate to install a new ClearView retractable screen doorCustomer agreed to amount quoted based on our 'normal' installation for this type of screen door Customer gave [redacted] a deposit since this was a custom orderOn June 18, [redacted] returned with another Technician to install Customer's retractable screen door After installation, customer did mention she felt a sharp edge at one of the very far corners and pointed it out to *** [redacted] explained that he had never had a request for this before, but would ATTEMPT to find a solution to cover the corner for Customer Customer phoned office and spoke with ***, on or about July 15, requesting the an extra part/cap be installed and also inquired about the refund for the sliding screen door track which was not needed on another doorAt this time [redacted] advised Customer that she would apply the credit for the track ($17.50) to the charges for the part that [redacted] would attempt to fabricate [redacted] explained she did not have exact amount since did not know what would be able to fabricateAgain we advised Customer that this was beyond a 'normal' retractable screen door installation and we had NEVER had such a request after being in business for over yearsCustomer insisted on having [redacted] return with another part [redacted] spent ~hour of his own, after hours, time in our shop to fabricate a part for the corner per Customer's requestOn July [redacted] returned to assess situation & attach end cap, again per Customer's requestCustomer was happy when *** left, and Mrs [redacted] said liked the way the door workedOn July 29, Customer called the office and stated they were now not happy with the part that [redacted] fabricated so will not pay the billCustomer further stated she did not want [redacted] to return or go on their property.On July 29, our office sent an email to our company sales rep, ***, suggesting he may want to contact customer [redacted] phoned customer the following day, July 30th, and explained that what [redacted] had ***e was way above and beyond any type of regular retractable screen door installation [redacted] spoke to [redacted] , and explained what [redacted] did was above install so should have extra service charge for extra time involvedHe also advised that he himself had never received such a requestOn August 5, our bookkeeper sent Customer an invoice for the balance, and after they received copy of the invoice Customer filed a Revdex.com complaint in order to avoid paying charges.The Screen & Window Shop feels that charges of $materials for fabricated part, and $labor to install part are justified charges and requests customer to pay balance of $(amount after credit was given for screen door track not used).Thank you, [redacted] , Owner

On May 28, 2015 Customer ([redacted]) called for an appointment to measure and give her an estimate to install a ClearView Retractable Screen Door. On June 2, 2015 [redacted] went to the Customer's home to measure, assess and provided them with an estimate to install a new ClearView retractable...

screen door. Customer agreed to amount quoted based on our 'normal' installation for this type of screen door.  Customer gave [redacted] a deposit since this was a custom order. On June 18, 2015 [redacted] returned with another Technician to install Customer's retractable screen door.  After installation, customer did mention she felt a sharp edge at one of the very far corners and pointed it out to [redacted]. [redacted] explained that he had never had a request for this before, but would ATTEMPT to find a solution to cover the corner for Customer.  Customer phoned office and spoke with [redacted], on or about July 15, 2015 requesting the an extra part/cap be installed and also inquired about the refund for the sliding screen door track which was not needed on another door. At this time [redacted] advised Customer that she would apply the credit for the track ($17.50) to the charges for the part that [redacted] would attempt to fabricate. [redacted] explained she did not have exact amount since did not know what would be able to fabricate. Again we advised Customer that this was beyond a 'normal' retractable screen door installation and we had NEVER had such a request after being in business for over 40 years. Customer insisted on having [redacted] return with another part. [redacted] spent ~1 hour of his own, after hours, time in our shop to fabricate a part for the corner per Customer's request. On July 28 [redacted] returned to assess situation & attach end cap, again per Customer's request. Customer was happy when [redacted] left, and Mrs [redacted] said liked the way the door worked. On July 29, 2015 Customer called the office and stated they were now not happy with the part that [redacted] fabricated so will not pay the bill. Customer further stated she did not want [redacted] to return or go on their property.On July 29, 2015 our office sent an email to our company sales rep, [redacted], suggesting he may want to contact customer. [redacted] phoned customer the following day, July 30th,  and explained that what [redacted] had [redacted]e was way above and beyond any type of regular retractable screen door installation.   [redacted] spoke to [redacted], and  explained what [redacted] did was above normal install so should have extra service charge for extra time involved. He also advised that he himself had never received such a request. On August 5, 2015 our bookkeeper sent Customer an invoice for the balance, and after they received copy of the invoice Customer filed a Revdex.com complaint in order to avoid paying charges.The Screen & Window Shop feels that charges of $20 materials for fabricated part, and $50 labor to install part are justified charges and requests customer to pay balance of $53.09 (amount after credit was given for screen door track not used).Thank you, [redacted], Owner

Review: Our ClearView screen door was installed on June 18, 2015. I questioned a sharp edge at the bottom of the track. [redacted] said he might be able to make something to cover the edge. My husband told him there was no rush and he could take care of it when in the Chico area. No mention was made of an additional charge. We thought [redacted] was interested in having satisfied customers.After reviewing the invoice, we saw a 6' screen door track had been charged and not delivered. I called about this, but no refund was made. I called on July 8 to ask about the cover and refund. The helper at installation told me he was working on something and would pass on the message. Having heard nothing, I called July 27 and was told [redacted] would be in Chico and would come by. He glued a small piece of wood over the sharp edge which seemed to take care of the problem. He also said, for the first time, that there would be a charge for making the piece of wood and a service charge to glue it on. I told him my husband and I were not happy about these charges. He was confrontational when I said that. My husband and I talked to someone representing the company in San Jose. We were expecting a refund for the screen track paid for but not delivered, when instead we received a bill for $72.60 for the piece of wood and installation (minus $18.51 for prepaid track). We are left with a bill for $53.51, which we feel is uncalled for.Desired Settlement: We don't think we should be responsible for the piece of wood or service charge. We feel he was just finishing the job. We should also get a refund for overpayment ($18.51)

Business

Response:

On May 28, 2015 Customer ([redacted]) called for an appointment to measure and give her an estimate to install a ClearView Retractable Screen Door. On June 2, 2015 [redacted] went to the Customer's home to measure, assess and provided them with an estimate to install a new ClearView retractable screen door. Customer agreed to amount quoted based on our 'normal' installation for this type of screen door. Customer gave [redacted] a deposit since this was a custom order. On June 18, 2015 [redacted] returned with another Technician to install Customer's retractable screen door. After installation, customer did mention she felt a sharp edge at one of the very far corners and pointed it out to [redacted]. [redacted] explained that he had never had a request for this before, but would ATTEMPT to find a solution to cover the corner for Customer. Customer phoned office and spoke with [redacted], on or about July 15, 2015 requesting the an extra part/cap be installed and also inquired about the refund for the sliding screen door track which was not needed on another door. At this time [redacted] advised Customer that she would apply the credit for the track ($17.50) to the charges for the part that [redacted] would attempt to fabricate. [redacted] explained she did not have exact amount since did not know what would be able to fabricate. Again we advised Customer that this was beyond a 'normal' retractable screen door installation and we had NEVER had such a request after being in business for over 40 years. Customer insisted on having [redacted] return with another part. [redacted] spent ~1 hour of his own, after hours, time in our shop to fabricate a part for the corner per Customer's request. On July 28 [redacted] returned to assess situation & attach end cap, again per Customer's request. Customer was happy when [redacted] left, and Mrs [redacted] said liked the way the door worked. On July 29, 2015 Customer called the office and stated they were now not happy with the part that [redacted] fabricated so will not pay the bill. Customer further stated she did not want [redacted] to return or go on their property.On July 29, 2015 our office sent an email to our company sales rep, [redacted], suggesting he may want to contact customer. [redacted] phoned customer the following day, July 30th, and explained that what [redacted] had [redacted]e was way above and beyond any type of regular retractable screen door installation. [redacted] spoke to [redacted], and explained what [redacted] did was above normal install so should have extra service charge for extra time involved. He also advised that he himself had never received such a request. On August 5, 2015 our bookkeeper sent Customer an invoice for the balance, and after they received copy of the invoice Customer filed a Revdex.com complaint in order to avoid paying charges.The Screen & Window Shop feels that charges of $20 materials for fabricated part, and $50 labor to install part are justified charges and requests customer to pay balance of $53.09 (amount after credit was given for screen door track not used).Thank you, [redacted], Owner