First, I’m sorry to hear you feel your mother is in the
beginning stages of dementia. If your mother is in the beginning stages of
dementia, that is shocking news to us. She acts very lucid and capable and was
very engaging and involved with the salesperson and installers. She even made
the installers lunch. No one would have suspected anything like dementia. If
she is struggling with dementia, we wish you would have been more involved in
her purchase then and at her home on the day of installation to care for her.
The contract addendum paperwork your mother signed is a
three-part carbonless form with the top copy being white and clearly legible.
It contains the details that your mother was agreeing to when she signed the
form in two places. You have the second copy of the three-part form in your possession.
In reference to your question, “what exactly does “left slide” mean?”, you are
neglecting to mention that the four columns listed under HINGE are titled “left
slide”, “right slide”, “center slides right”, and “center slides left” and it clearly
states, “as seen from the outside.” The check boxes are not too small. In reference
to the handle color the word “beige” is circled under the HANDLE column. Even
your mother’s attorney agreed that our paperwork was correctly and clearly
documented. Your mother signed the certificate of completion upon installation and nothing is mentioned about the door being wrong either. The issue regarding the door being wrong only came up after you were involved days after installation.
Your mother only hired an attorney in response to us sending
her paperwork for our “Intent to File a Lien”. You stopped payment on her check
after installation and then refused to pay us so we protected our rights to
collection by starting the lien process. Our attorney merely responded to and communicated
with your attorney. Your attorney encouraged your mother at that point to send
payment for the contract. However, WE WERE NOT PAID IN FULL. Both of our
attorneys worked out a proposal at that point regarding the patio door
(detailed in our first response). Your mother never agreed to the proposal. Several
weeks later your attorney told our attorney your mother had fired him.
We also have records of every phone call between your mother
and us and you and us. We had very good communications with your mother. In
fact, after the installation, when you stepped in to speak for your mother, you
cursed, called names and told off every staff member that you spoke with. We
asked you to stop that behavior with our staff and you refused. We didn’t at
any point verbally agree to change out the patio door.
We fully intended to return to your mother’s home and change
the handle to a different color but were not allowed on the property. The truth
is the window hardware and the patio door hardware don’t match exactly in color
because they are different components. We already explained that.
The claim for a leaking window is being brought to our
attention for the first time now. None of the pictures submitted to the Revdex.com came through to us. We will inspect the window. We already addressed the
blinds in our first response.
We propose to:
Send our Technician to the home to inspect the
leaking window.Change the patio door handle to a different
color.
After nearly 10 phone calls to your mother and a week of
trying, Brian finally reached her on Monday, December 5, 2016. She agreed to a service
appointment on December 20 at 11am. She called Brian back the morning of December
6th to cancel the appointment. She said she is just too busy putting
her daughter in an assisted living center and getting her settled. She doesn’t
want us to come to her home until the end of January 2017 and will call us when
she feels she has time. We will wait for her call.
The purpose of this letter is to respond to the complaint of
Ruth [redacted] of recent date.
With respect to the blinds she claims were broken by our
installers, the blinds were in fact broken before the installation was commenced. The broken parts were on the floor when we
began...
working.
As to the direction in which the patio door opens, the detailed
order form she signed as part of the contract very clearly identifies the option
she chose as to the direction the door is to open. We can provide a copy of the form with her
signature if needed (just didn't know how to attach here). The direction in this case was Mrs. [redacted]’s choice
not ours. The same applies to the handle
with the detailed order form identifying the specific color chosen.
Of significance is the fact that Mrs. [redacted] was present
during the entire installation. Once the
installation was completed, our installer showed Mrs. Ambrolselli how the door
opens, closes and locks. At no time during or after installation did she voice
any complaints concerning the direction the door opening nor the color of the
handle!! As a matter of fact, she signed
our completion form indicating that she was satisfied with the product and the
installation. We can provide a copy of
that form for your reference if needed.
She made no complaints of any kind.
No mention was made of allegedly broken blinds either.
Mrs. [redacted] hired an attorney who contacted our attorney
concerning the matter. The demand was
that we replace the patio door at our cost.
We felt that since we were free from any blame, that this demand was
unreasonable. Our counter proposal was that if Mrs. [redacted] would pay for
the cost of the new patio door and installation, we would attempt to sell her
existing door but could not guarantee that this would be possible. At this point Mrs. [redacted] discharged her
attorney and we have heard nothing further from her concerning our proposal.
It is unreasonable to expect All American to bear the
expense of Mrs. [redacted]’s dissatisfaction with her own choices. Sincerely, Terri [redacted]
Thank you for your concern over my mother’s mental health. You’re right, for the most part she is still sharp as a tack. It is in the very short term that she is having issues remembering things. For this reason and others I would have loved to have been more involved in this process, but at the time of the installation I was traveling out of State on business. If I had been in town when these were installed, I could have removed the blinds and I would have been at the house to help ensure everything went according to plan. Unfortunately and clearly it did not. My mom and I have made every effort to communicate with All American Window, but your staff up to this point has refused to work with us to resolve our concerns. My mom FINALLY received a call from Brian stating he was going to stop out at the house. This call was obviously prompted by my last letter to the Revdex.com. I have to admit, I am absolutely flabbergasted at the ongoing inaccuracies and outright lies emanating from your office regarding my personal communication with your staff. The most preposterous whopper of them all is where you state that I came into your office and cursed out your staff. This is so outrageous and ridiculous it would be laughable if it wasn’t such an egregious lie. The one and ONLY time I’ve ever even set foot in your office is when my mom and I had first walked in to look at windows in your showroom, where we spoke to your salesperson (and son) Matt. This was a very pleasant experience for us, and I’m sure for Matt as well, which is why we decided to go with All American Window in the first place. I’ve had three more verbal communications with your staff – none of them took place at your facility, and I can assure you, NONE of them involved any cursing whatsoever. Here are the other three communications: 1. After the installation of the windows, I called Brian to tell him about the door being put in backwards and the blinds being ruined and I was very polite with him. Your also not telling the truth when you say Brian did not originally tell me he would reverse the door, because BELIEVE ME, he absolutely did! Brian started off being polite and reasonable, but as soon as I told him I wanted him to pay for the blinds your company destroyed, he refused to do so. At this point, his demeaner radically changed, so I told him if he wasn’t stand up about addressing our concerns then I would take to my extensive Facebook and [redacted] network to express my dissatisfaction with the way All American Window conducts business. This immediately made him upset and it was from this point forward that your office has been EXTREMELY uncooperative with us. If you do indeed have a recording of that conversation, and I truly hope you do, then you will hear this. You will also hear that I never once raised my voice, nor used any curse words whatsoever. This is not at all my modus operandi, and shame on you for even attempting to paint me with that brush, when you know darn well you aren’t being truthful.2. The 2nd time after our initial meeting in the showroom (and 3rd time I communicated with your office) was very brief. I phoned your office and asked to speak to the owner. The receptionist asked who I was, so I identified myself. I was then put on an extensive hold and when the receptionist returned she said, “She isn’t here right now.” Of course, I knew she was, because the hold time was so long. Even so, I left a message asking her to call me. That call never came.3. The final time I communicated was in person at your booth at State Fair on August 9th. This time I was EXTREMELY kind to your other son, and even apologized to him for stating that I was going to take my case to social media. I shook his hand at least twice, because I thought he could be a voice of reason to his parents and help us address this problem. Of course, this never happened, because after several unreturned phone calls by my mom to All American Window, we were left with no choice but to hire an attorney. You state my mom “fired” the attorney. This is also untrue. The attorney charged my mom $600.00 to write two letters and have brief communication with All American’s attorney. My mom is not a wealthy woman, so we had little choice but to discontinue her services, which is why I’m now assisting my mom with this matter. I’m a college educated professional salesperson. I travel to companies and present to them on a regular basis. During this process, I deal with every personality type imaginable, from maintenance people to C-Level executives. I’ve been doing this for years, so I’m quite disciplined in my communication style and ALWAYS conduct myself in a professional manner. To insinuate I’ve conducted myself in anything but professionally with All American Window at any time during this unfortunate debacle with your company is not only untrue, but personally insulting. The payment my mom made was the exact dollar amount requested in your bill, which I’ve enclosed for the Revdex.com. To say my mom short payed, is also inaccurate and again insulting to my mom, as she has never short payed anyone in her life. She paid the EXACT dollar amount requested in your bill. As far as the blinds are concerned, you stated “The broken parts were on the floor when we began working.” This is also a flat out lie. There was ONE, I say again ONE broken slat on the far left side of the blinds. It wasn’t really an issue, because it was on the end, so very little light came through. After my mom suggested the installation be delayed because I wasn’t available to remove the blinds, your office insisted the install move forward as scheduled. When the installers arrived, my mom once again voiced her concern over the blinds, but was told by your installers they would not need to be removed. My mom went in the kitchen to make lunch and when she returned, the installer had broken 5 more slats. The blinds now look absolutely horrible, and this is simply NOT acceptable to us. A new set of blinds is $687.00, but my mom is only requesting that All American pay for the bar on top, which is about $400.00. We will then repair the blinds ourselves. With respect to the boxes on your contract, it’s very puzzling how can say the check boxes “are not too small.” I’ve enclosed a copy of them to the Revdex.com, so they can indeed see how small they really are. I have very good eye sight and even I had a hard time seeing exactly where the left slide was indicated. In terms of the paperwork, my mom signed off on, she was trusting that your company was one of honesty and integrity, so she left it up to your “experts” to ensure she was taken care of. She found your installers to be friendly and thought they, overall, did a nice job until she realized they broke her blinds and put the door in backwards. The door being reversed was not their fault, which is why we’re willing to forgive this, but the damage to her blinds certainly was. To put our trust in you as a stand-up organization was sadly a mistake. It isn’t too late to restore yourselves; however, as I’m giving you one last chance to do so before I bring your unprofessional conduct to the attention of others, and I do not refer solely to social media. I would hope at this point ALL American Window will finally make things right and provide customer service that has been completely absent during this entire process by doing the following: 1. Replace the handle on the sliding glass door with the color my mom selected in your showroom.2. Replace the blinds your company destroyed. Again, we are not asking for the entire assembly to be replaced, even though I don’t think that would be an unreasonable request after all we’ve been through with this company. We are simply asking for a new track at a cost of $400.00.3. Inspect and repair the leaking bay window. Every time it gets damp outside the window fogs up. This is the only window in the house that does this, so certainly there’s an issue. This is under warranty, so I would expect this to be repaired as a warranty repair. I know All American Window is a family company, and it’s now very clear that dishonesty seems to permeate the culture there. This is no way to conduct business, especially in a hyper-competitive business such as windows. I also happen to work for a family-owned company, and I can tell you that if I, or any employee within my organization treated customers with the dishonesty and disrespect we’ve endured from All American Window, they would be called into the owner’s office and be terminated immediately. All American Window should be ashamed of themselves for conducting business in such an unprofessional manner and treating customers the way we’ve been treated. This is your opportunity to make things right.
First, I’m sorry to hear you feel your mother is in the
beginning stages of dementia. If your mother is in the beginning stages of
dementia, that is shocking news to us. She acts very lucid and capable and was
very engaging and involved with the salesperson and installers. She even made
the installers lunch. No one would have suspected anything like dementia. If
she is struggling with dementia, we wish you would have been more involved in
her purchase then and at her home on the day of installation to care for her.
The contract addendum paperwork your mother signed is a
three-part carbonless form with the top copy being white and clearly legible.
It contains the details that your mother was agreeing to when she signed the
form in two places. You have the second copy of the three-part form in your possession.
In reference to your question, “what exactly does “left slide” mean?”, you are
neglecting to mention that the four columns listed under HINGE are titled “left
slide”, “right slide”, “center slides right”, and “center slides left” and it clearly
states, “as seen from the outside.” The check boxes are not too small. In reference
to the handle color the word “beige” is circled under the HANDLE column. Even
your mother’s attorney agreed that our paperwork was correctly and clearly
documented. Your mother signed the certificate of completion upon installation and nothing is mentioned about the door being wrong either. The issue regarding the door being wrong only came up after you were involved days after installation.
Your mother only hired an attorney in response to us sending
her paperwork for our “Intent to File a Lien”. You stopped payment on her check
after installation and then refused to pay us so we protected our rights to
collection by starting the lien process. Our attorney merely responded to and communicated
with your attorney. Your attorney encouraged your mother at that point to send
payment for the contract. However, WE WERE NOT PAID IN FULL. Both of our
attorneys worked out a proposal at that point regarding the patio door
(detailed in our first response). Your mother never agreed to the proposal. Several
weeks later your attorney told our attorney your mother had fired him.
We also have records of every phone call between your mother
and us and you and us. We had very good communications with your mother. In
fact, after the installation, when you stepped in to speak for your mother, you
cursed, called names and told off every staff member that you spoke with. We
asked you to stop that behavior with our staff and you refused. We didn’t at
any point verbally agree to change out the patio door.
We fully intended to return to your mother’s home and change
the handle to a different color but were not allowed on the property. The truth
is the window hardware and the patio door hardware don’t match exactly in color
because they are different components. We already explained that.
The claim for a leaking window is being brought to our
attention for the first time now. None of the pictures submitted to the Revdex.com came through to us. We will inspect the window. We already addressed the
blinds in our first response.
We propose to:
Send our Technician to the home to inspect the
leaking window.Change the patio door handle to a different
color.
After nearly 10 phone calls to your mother and a week of
trying, Brian finally reached her on Monday, December 5, 2016. She agreed to a service
appointment on December 20 at 11am. She called Brian back the morning of December
6th to cancel the appointment. She said she is just too busy putting
her daughter in an assisted living center and getting her settled. She doesn’t
want us to come to her home until the end of January 2017 and will call us when
she feels she has time. We will wait for her call.
The purpose of this letter is to respond to the complaint of
Ruth [redacted] of recent date.
With respect to the blinds she claims were broken by our
installers, the blinds were in fact broken before the installation was commenced. The broken parts were on the floor when we
began...
working.
As to the direction in which the patio door opens, the detailed
order form she signed as part of the contract very clearly identifies the option
she chose as to the direction the door is to open. We can provide a copy of the form with her
signature if needed (just didn't know how to attach here). The direction in this case was Mrs. [redacted]’s choice
not ours. The same applies to the handle
with the detailed order form identifying the specific color chosen.
Of significance is the fact that Mrs. [redacted] was present
during the entire installation. Once the
installation was completed, our installer showed Mrs. Ambrolselli how the door
opens, closes and locks. At no time during or after installation did she voice
any complaints concerning the direction the door opening nor the color of the
handle!! As a matter of fact, she signed
our completion form indicating that she was satisfied with the product and the
installation. We can provide a copy of
that form for your reference if needed.
She made no complaints of any kind.
No mention was made of allegedly broken blinds either.
Mrs. [redacted] hired an attorney who contacted our attorney
concerning the matter. The demand was
that we replace the patio door at our cost.
We felt that since we were free from any blame, that this demand was
unreasonable. Our counter proposal was that if Mrs. [redacted] would pay for
the cost of the new patio door and installation, we would attempt to sell her
existing door but could not guarantee that this would be possible. At this point Mrs. [redacted] discharged her
attorney and we have heard nothing further from her concerning our proposal.
It is unreasonable to expect All American to bear the
expense of Mrs. [redacted]’s dissatisfaction with her own choices. Sincerely, Terri [redacted]
Thank you for your concern over my mother’s mental health. You’re right, for the most part she is still sharp as a tack. It is in the very short term that she is having issues remembering things. For this reason and others I would have loved to have been more involved in this process, but at the time of the installation I was traveling out of State on business. If I had been in town when these were installed, I could have removed the blinds and I would have been at the house to help ensure everything went according to plan. Unfortunately and clearly it did not. My mom and I have made every effort to communicate with All American Window, but your staff up to this point has refused to work with us to resolve our concerns. My mom FINALLY received a call from Brian stating he was going to stop out at the house. This call was obviously prompted by my last letter to the Revdex.com. I have to admit, I am absolutely flabbergasted at the ongoing inaccuracies and outright lies emanating from your office regarding my personal communication with your staff. The most preposterous whopper of them all is where you state that I came into your office and cursed out your staff. This is so outrageous and ridiculous it would be laughable if it wasn’t such an egregious lie. The one and ONLY time I’ve ever even set foot in your office is when my mom and I had first walked in to look at windows in your showroom, where we spoke to your salesperson (and son) Matt. This was a very pleasant experience for us, and I’m sure for Matt as well, which is why we decided to go with All American Window in the first place. I’ve had three more verbal communications with your staff – none of them took place at your facility, and I can assure you, NONE of them involved any cursing whatsoever. Here are the other three communications: 1. After the installation of the windows, I called Brian to tell him about the door being put in backwards and the blinds being ruined and I was very polite with him. Your also not telling the truth when you say Brian did not originally tell me he would reverse the door, because BELIEVE ME, he absolutely did! Brian started off being polite and reasonable, but as soon as I told him I wanted him to pay for the blinds your company destroyed, he refused to do so. At this point, his demeaner radically changed, so I told him if he wasn’t stand up about addressing our concerns then I would take to my extensive Facebook and [redacted] network to express my dissatisfaction with the way All American Window conducts business. This immediately made him upset and it was from this point forward that your office has been EXTREMELY uncooperative with us. If you do indeed have a recording of that conversation, and I truly hope you do, then you will hear this. You will also hear that I never once raised my voice, nor used any curse words whatsoever. This is not at all my modus operandi, and shame on you for even attempting to paint me with that brush, when you know darn well you aren’t being truthful.2. The 2nd time after our initial meeting in the showroom (and 3rd time I communicated with your office) was very brief. I phoned your office and asked to speak to the owner. The receptionist asked who I was, so I identified myself. I was then put on an extensive hold and when the receptionist returned she said, “She isn’t here right now.” Of course, I knew she was, because the hold time was so long. Even so, I left a message asking her to call me. That call never came.3. The final time I communicated was in person at your booth at State Fair on August 9th. This time I was EXTREMELY kind to your other son, and even apologized to him for stating that I was going to take my case to social media. I shook his hand at least twice, because I thought he could be a voice of reason to his parents and help us address this problem. Of course, this never happened, because after several unreturned phone calls by my mom to All American Window, we were left with no choice but to hire an attorney. You state my mom “fired” the attorney. This is also untrue. The attorney charged my mom $600.00 to write two letters and have brief communication with All American’s attorney. My mom is not a wealthy woman, so we had little choice but to discontinue her services, which is why I’m now assisting my mom with this matter. I’m a college educated professional salesperson. I travel to companies and present to them on a regular basis. During this process, I deal with every personality type imaginable, from maintenance people to C-Level executives. I’ve been doing this for years, so I’m quite disciplined in my communication style and ALWAYS conduct myself in a professional manner. To insinuate I’ve conducted myself in anything but professionally with All American Window at any time during this unfortunate debacle with your company is not only untrue, but personally insulting. The payment my mom made was the exact dollar amount requested in your bill, which I’ve enclosed for the Revdex.com. To say my mom short payed, is also inaccurate and again insulting to my mom, as she has never short payed anyone in her life. She paid the EXACT dollar amount requested in your bill. As far as the blinds are concerned, you stated “The broken parts were on the floor when we began working.” This is also a flat out lie. There was ONE, I say again ONE broken slat on the far left side of the blinds. It wasn’t really an issue, because it was on the end, so very little light came through. After my mom suggested the installation be delayed because I wasn’t available to remove the blinds, your office insisted the install move forward as scheduled. When the installers arrived, my mom once again voiced her concern over the blinds, but was told by your installers they would not need to be removed. My mom went in the kitchen to make lunch and when she returned, the installer had broken 5 more slats. The blinds now look absolutely horrible, and this is simply NOT acceptable to us. A new set of blinds is $687.00, but my mom is only requesting that All American pay for the bar on top, which is about $400.00. We will then repair the blinds ourselves. With respect to the boxes on your contract, it’s very puzzling how can say the check boxes “are not too small.” I’ve enclosed a copy of them to the Revdex.com, so they can indeed see how small they really are. I have very good eye sight and even I had a hard time seeing exactly where the left slide was indicated. In terms of the paperwork, my mom signed off on, she was trusting that your company was one of honesty and integrity, so she left it up to your “experts” to ensure she was taken care of. She found your installers to be friendly and thought they, overall, did a nice job until she realized they broke her blinds and put the door in backwards. The door being reversed was not their fault, which is why we’re willing to forgive this, but the damage to her blinds certainly was. To put our trust in you as a stand-up organization was sadly a mistake. It isn’t too late to restore yourselves; however, as I’m giving you one last chance to do so before I bring your unprofessional conduct to the attention of others, and I do not refer solely to social media. I would hope at this point ALL American Window will finally make things right and provide customer service that has been completely absent during this entire process by doing the following: 1. Replace the handle on the sliding glass door with the color my mom selected in your showroom.2. Replace the blinds your company destroyed. Again, we are not asking for the entire assembly to be replaced, even though I don’t think that would be an unreasonable request after all we’ve been through with this company. We are simply asking for a new track at a cost of $400.00.3. Inspect and repair the leaking bay window. Every time it gets damp outside the window fogs up. This is the only window in the house that does this, so certainly there’s an issue. This is under warranty, so I would expect this to be repaired as a warranty repair. I know All American Window is a family company, and it’s now very clear that dishonesty seems to permeate the culture there. This is no way to conduct business, especially in a hyper-competitive business such as windows. I also happen to work for a family-owned company, and I can tell you that if I, or any employee within my organization treated customers with the dishonesty and disrespect we’ve endured from All American Window, they would be called into the owner’s office and be terminated immediately. All American Window should be ashamed of themselves for conducting business in such an unprofessional manner and treating customers the way we’ve been treated. This is your opportunity to make things right.