Shoppers Value Foods

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
1.
2. We
were told and verbally promised by Huff n Puff’s sales rep Pat that this is
life-time warranty, and Huff n Puff would take on all repairs (replacements and
installation) free of charge. We would
not have purchased the windows from Huff n Puff otherwise. Had Huff n Puff, as the “middle party”, not included
the warranty in the sale, we would have purchased from a competitor at a lower
priceWe chose to purchase from Huff n Puff, despite the expensive price tag,
because we placed our trust in their replacement and repair promises3. The
defects observed in some of the windows may be related to shoddy installation
work on the part of Huff n’ Puff rather than actual defects in the Gorell
product. We have noticed rainwater
seeping in from the edge of the window and causing the accumulation of
brown-tinged condensation and streaking.
If the issues with the glass result from poor installation, Huff n’ Puff
should take ownership of their inability to install windows properly. It is unfair to the customer that Huff n’
Puff neglected to send a service rep to my house to investigate the issue and
evaluate the actual source of the problemIt appears the company is choosing to ignore the
possibility of poor installation work and passing the responsibility to an unknown
company which we are now left to deal with4. I
have reviewed the Revdex.com records concerning Huff n PuffMany customers complained
about similar problems and felt swindled by this company’s unfair practices
It is unconscionable that Huff n Puff’s irresponsible attitude has hung so many
customers out to dryGiven all these indignant customers, it surprising that a
petition has not been drawn nor a class action suit been initiatedWe are far from
satisfied with this resultWhat is the next recommended course of action? We are seeking recourse and searching for help. Regards,*** **

We are communicating with the customer and have verbally agreed upon a resolution. The customer will update the Revdex.com that the matter is closed

We have contacted the customer
regarding this matter. Based on this conversation, the customer indicated
they are contacting the Revdex.com to close this issue. Thank you

Service is complete and the customer is satisfied

We have contacted the customer and scheduled an appointment on 9/10/to perform the service

The customer entered into the contract on November 13th agreeing that we would install *** Helmet and Helmet HeatThe contract explicitly states "Homeowner is responsible for electrical hookup and all associated costs." The customer also initialed and signed, acknowledging this. We
do not provide the cost but we do identify the number of kits to help in obtaining quotesFor this contract, three kits were identifiedIn the interest of customer service, we made attempts to help the customer reduce the connection cost by using another source. After these attempts were not accepted, we cannot offer any further compensation on this as it is not a part of our agreementWe have clearly communicated this going as far to have them initial and sign an acknowledgment to the point

There seems to have been some miscommunication between the installation of their project on November 18th and the first contact we are aware of on December We were able to make contact on December and scheduled a service promptlyThe service was completed on December 14th and the customer is
satisfied and agreed to remove the complaint in full

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*
I paid to have *** *** *** to be installed they WERE NOT> The window is not leakingThe rain is coming in behind the gutterThe company is not telling the truth

The windows were installed exactly as documented on the Custom Remodeling AgreementAt the time of sale, and again at the time of Technical Measure, the reduction in glass size was identified and documented in the No Surprise Checklist that the customer signedThey were also shown a full size
sample which identifies the sash and frame thicknessAttached is the signed document explaining the reduction in glassThe job has been installed as agreed to and no further compensation is reasonable as all requirements were met

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Revdex.com spoke to customer and the following was relayed: The business did resolve the issue, the money has been returned to the card and the card has been closed
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The "full sized window sample" referred to was a corner that was used as a demonstration, but was not clearly explained that the window glass area was going to be reduced 21%In fact, the only number quoted was 1/inch loss all the way around the edgeWhen I repeatedly questioned HOW MUCH we would lose, that number is what we were toldwith respect to the "full size window sample" we were told that because we would be getting *** Windows, the frame would actually fit into the frame so only 1/inch would be lost, by which we understood that the edges of the window would be tucked inside in such a way that indeed very little would be lostThe "No Surprises Checklist" does not anywhere say "more than 20% of your visible glass will be lostBuyers rely on sellers being forthright in answering direct questions in a way that is clear and NOT misleadingBoth my husband and I listened to the entire presentation and understood the same thingI do not feel it is possible that the salesperson truly misunderstood my repeated questions on this topicThe person who came to take measurements did not mention anything regarding the size of the visible glassThat was simply not part of his activityAll he did was to verify which windows were being replaced and what the measurements were vertically and horizontally
Regards,
*** ***

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

I'm writing to begin withThe salesman got me a credit card through Huff & Puff the day of the contract Sept 18, He failed to tell me they were automatically taking $from cardThey activated card on 9/18/with out telling meWhen I called the salesman Matt *** on Sept 29,
& asked why the card already $on it before I called to activate it, he said I had no ideaSo I said the deals off, for I lost trust in your company from the get go. So now Huff & Puff is charging me for breaking the contract for $which I consider fraudThey activated my card and had no right. Now I have to pay $activation charge.I did not activate that card because of the slipperyness of the salesman, I fell the whole business deal was a fast scam. *** ***

11/16/15To: Revdex.com Please see below in response to your questions:- To date, Ms*** has not allowed us to complete her project We are ready, willing and able to complete the project, per our agreement, at the agreed upon price. - The financing company is Synchrony Bank The information whited out from the contract was Ms***’s account number We did this for privacy reasons.- Regarding the activation fee, please see the attached Synchrony Bank sales slip signed by Ms*** at the time the contract was signed Please note the account and merchant numbers have been whited out for privacy You will see Mr*** initialed and signed the document Her signature is located at the bottom of the agreement, directly below the statement which discloses the $activation fee

We have been in contact with the customer and have resolved the issue

We have spoken with the customer and have agreed to a positive resolution in this matter

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The salesman claimed the whole time that I could pay using my [redacted] account. I wouldn't have done the job if I knew the electrician would cost over $2000.00, he even said it's usually a "$500-800 job. I need a new electric panel to accommodate the gutter helmet system. If I called an electrician for an estimate prior to signing the contract (like I planned to do), I would have never installed the system. The salesman blatantly lied to me, and this isn't the way a company should do business. [redacted] contacted huff n puff to let them know that I was lied to, they weren't happy about the misrepresentation- I'm sure the email is documented and can be found. You can tell by the response from huff n puff that they are just happy to have my money, even though the contract was signed under false pretenses, and they refuse to call me back. I have a lawyer ready to sue these liars.
Regards,
[redacted]

April
7, 2012
 
Dear
Mr. & Mrs. Gorell Customer;
 
I
am writing to clarify the situation with the Gorell Windows going into receivership
and the position the acquiring company, Soft-Lite, has taken on its product warranty
moving forward. 
As
you know, the...

assets of Gorell Windows have been purchased by Soft-Lite Windows.  Moving forward, Soft-Lite has decided to not continue
warranty support on Gorell’s previously sold products.  Because this deal was legally structured as
an asset purchase, it is our understanding that Soft-Lite has no obligation to honor
the warranty by Gorell.  We have been in
contact with Soft-Lite to attempt to change this position but so far have been unsuccessful. 
New
Gorell products purchased from Huff ‘N Puff carried a manufacturer’s warranty,
backed solely by Gorell.  A copy of this Gorell
warranty was provided to every Huff ‘N Puff customer who had Gorell products
installed.  In addition, Huff ‘N Puff
provided a one year warranty on the installation.  Any service costs incurred past the one year
installation warranty are the responsibility of the homeowner.  Under normal conditions Gorell would provide
a replacement product that meets its warranty conditions and Huff ‘N Puff would
install the product at a service fee, currently $79 per hour. 
As
a result of this unfortunate incident, previous customers of the Gorell product
will have to pay for products needed for service which fortunately are still
available.  To assist our customers
through this difficult process, Huff ‘N Puff has agreed to absorb costs that
would normally be billable as a gesture of good faith, as explained below. 
For a period of one
year, Huff ‘N Puff will pass through the Gorell invoice cost to our
customers at no markup, absorbing handling and transportation costs from
our office to our customers’ locations. 
For a period of one
year, Huff ‘N Puff will not charge service fees to Gorell customers in
need of warranty service. 
Considering our service rate of $79/hour + tax, a typical service
taking 1-3 hours for 2 men, the loss for Huff ‘N Puff ranges from $170 to
over $500, per incident.  We are not
happy about this loss but believe it is the right thing to do in this
matter and share in the expense. 
In
an attempt to be responsive through the situation caused by Gorell we have
obtained the name of a Gorell representative that can be contacted to discuss
the situation further. The person is [redacted], Soft-Lite Regional Sales
Manager. He can be contacted directly at [redacted]. 
We
sincerely apologize for any inconvenience and added expense this may cause
you.  We are deeply hurt and upset by
this situation which will continue to cost Huff ‘N Puff frustration, time and money.  If there is a silver lining, it is that
Gorell products are still available. 
Typically in bankruptcy cases, production of replacement parts ceases,
which is a much more dire situation for customers. If
you have questions or would like to order parts, please call [redacted]e at
[redacted].  He can get you a quote on
replacement parts and arrange free installation for you.  Sincerely, Fred
F[redacted], General Manager

The door was changed to the customer's preference in the interest of customer satisfaction.  This resolves the issue.