Skeletal Metal

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

We received [redacted]s' rebuttal response from the Revdex.com. I have been in touch with [redacted], after further investigation into his complaint, Window World has credit [redacted]s' account to reflect a zero balance. I apologize to [redacted] for the confusion and appreciate his assistance in clearing this matter up. I am sure this resolution will be satisfactory to [redacted] and the Revdex.com.

We have received Mr. [redacted]’s complaint from the Revdex.com and have
contacted him directly to resolve the issue. 
We apologize to Mr. [redacted] for the confusion in scheduling his
installation by email.  Our scheduler
emailed Mr. [redacted] and suggested the next available installation date...

of
9/2/15.  Mr. [redacted] evidently misread the
email and believed his installation was confirmed for that date.  Mr. [redacted] never responded to that email,
therefore, the suggested date was never confirmed in our system.   We
contacted Mr. [redacted] immediately upon receiving the complaint and confirmed an
installation date of Wednesday 9/9/15, at his request.  We discussed the possible damage to curtains
and floor that Mr. [redacted] outlined in his complaint.  Mr. [redacted] advised that the leak had been
repaired previously, but his curtains and floor had gotten wet.  Mr. [redacted] advised he would let us know if the
area showed any signs of damage in the future. 
We want Mr. [redacted] to know that he is a valued customer and that we
appreciate his business.  We trust this
resolution is satisfactory to Mr. [redacted] and the Revdex.com.

Then we are at a stand still. This dispute will not be resolved until a discount agreement which has previously been discussed has been agreed on and finalized. We were promised a discount by your Houston production manager. I know how your company works if you install the final window will will never hear back from you regarding the other issues. Thanks,[redacted]

Window World has received Mrs. [redacted] complaint. I have spoken with Mrs. [redacted] and apologized for her inconvenience. Window World has been in touch with Mrs. [redacted] and working to a resolution. Window World has made efforts to come out and fix any problems Mrs. [redacted] has with her install, she has...

refused to allow us to come back out.

Mr. [redacted] has forwarded a copy of his contractor’s estimate
to repair the damage to his window stool as agreed previously.  We have reviewed the quote and spoken to Mr.
[redacted] and his contractor regarding the quoted price for the repairs.  While we believe the quoted price is
excessive for the specified repairs, we have agreed with Mr. [redacted] to pay the
price for repairs as quoted by Mr. [redacted] contractor, in the interest of
resolving this complaint with Mr. [redacted]. 
Mr. [redacted] has agreed and advised that payment of the quoted amount for
repairs will totally and completely resolve his complaint with Window World. We
have advised Mr. [redacted] that we will mail a check to his home address for the
amount quoted in Part B.1 of the quote provided.  Mr. [redacted] has advised that he will respond to
the Revdex.com that we are in agreement on resolution to his complaint as stated
above.  Again, we want Mr. [redacted] to know
that he is a valued customer and that we appreciate his business.  We appreciate Mr. [redacted] willingness to work
with us to remedy his complaint.  We
trust this resolution is satisfactory to Mr. [redacted] and the Revdex.com.

Roman";mso-bidi-theme-font:minor-bidi;
mso-ansi-language:EN-US;mso-fareast-language:EN-US;mso-bidi-language:AR-SA">W...⇄ have
received Mr. [redacted]’s complaint from the Revdex.com and have contacted him directly to
resolve the issue.  We apologize to Mr.
[redacted] for our oversight of the agreed adjustment when processing his credit
card for the final balance and for our Field Supervisors delay in responding
and resolving the issue.  We have
credited Mr. [redacted]’s credit card, as requested, for the agreed adjustment as
stated on the Completion Certificate.  Mr.
[redacted] has advised that this will resolve his complaint.  We want Mr. [redacted] to know that he is a valued
customer and that we appreciate his business. 
We trust this resolution is satisfactory to Mr. [redacted] and the Revdex.com.

Window World has received Mrs. [redacted] complaint with the Revdex.com. Robert [redacted] our Operations Manager has been in touch with Mrs. [redacted] and has agreed to refund her deposit. We apolgize for any inconvenience we may have caused.

We received Mrs. [redacted] complaint from the Revdex.com. I
have been in touch with Mrs. [redacted] and apologized for Windows World’s
delay in issuing her refund. I have assured her that Window World will be
issuing her the refund of $100 as promised today and will advise once payment
has been...

mailed out to her. We trust this resolution is satisfactory to Mrs.
[redacted] and the Revdex.com.

We have received Mrs. [redacted]’s complaint from the Revdex.com and have
contacted him directly to resolve the issue. 
We apologize to Mrs. [redacted] for the delay in delivering and installing her
replacement glass, and for our supervisor’s poor communication.  I have spoken with Mrs. [redacted] on 9/23,...

and
advised Mrs. [redacted] that her windows have been reordered and it takes from 5 to 6
weeks for us to receive them. Mrs. [redacted]’s replacement glass requires tempered
glass and we are unable to get them sooner.  Once Mrs. [redacted]’s glass has been received, I
will call her to set for them to be installed. We want the [redacted]’s to know that
they are valued customers and that we appreciate their business.

We have received Mr. [redacted] complaint from the Revdex.com and have
contacted him directly to resolve the issue. 
We apologize to Mr. [redacted] for the delay by our Field Supervisor in
responding to his initial complaint.  We
have spoken to Mr. [redacted] and advised him that we will work with him to repair
the damage to the window stool.  Mr.
[redacted] has advised that he will forward a copy of his contractor’s estimates to
repair the damage.  We will contact Mr.
[redacted] once received and contact him regarding resolution.  We will continue to work with Mr. [redacted] until
the issue is resolved.  We want Mr. [redacted]
to know that he is a valued customer and that we appreciate his business.  We trust this resolution is satisfactory to
Mr. [redacted] and the Revdex.com.

Revdex.com:
It turned out that the salesman was lying to me all the time, and now the business (Window World) is not ready to make accommodations to mend the damage done so far in wasting my time, money and effort to choose their company.  Not only have they shown little interest in rushing the order (since a rush order would be processed in 7 business days as told me by other previous customers), but they're also not ready to give a firm date or even a time-frame of installation of windows if I do make the down payment.  I was never told of a down payment, and the contract is not crystal clear on which orders' down payments is required, or who to call in case of problems.  Any company asking for a down payment of as much as 50% of thousands of dollars will at-least in good faith give a WRITTEN estimate of when the product will be delivered.  The problem in this case is they never gave me a firm written date (hence I believed their 'spoken promised date') and after more than 2 months they have nothing to say but ask for a down payment with more unpredictability.  They're asking me to take their 'spoken word' for an 'effort' to deliver the product in time. If they're sticklers for contract and company policy the least they can do is assure installation time frame on paper instead of a 'word' which has turned out to be nothing but lies till now.  More is expected of a Revdex.com A-rated company. Not only will they not give an estimated delivery in writing, they also state that if the windows are not delivered in time after taking a down payment, I won't even be given my money back and can't even cancel my order.  So potentially this could go on for months due to reasons like factory closed for holidays, some rain causing install delays, scheduling problems and so on... and I the customer, won't even have any recourse to hold them to a timeline and will be out of my money.  Which A rated business takes thousands of dollars for a simple product, doesn't give timeline estimates in writing, and doesn't clearly state the reasons for which delays are possible so that all other reasons are not acceptable delays? This statement of not one, or two but repeated lies backed by my written evidence on phone messages and emails from their employee (who they agree is a long time employee and lied in this case) is proof that this company's contract is not worth a Revdex.com A-rated business.  Sadly they're saying many of the same marketing things to me asking for business that the lying employee did earlier to defraud me in deceptive business practices. The least they can do is give me a timeline in writing when taking the down payment.  What really needs to be done to show some responsibility for their employee's action is to put the money down themselves for me and order my windows, then install them urgently.  If all is done well they can take the full payment.  Most businesses would have given a deep discount and installed the windows in a hurry.  This supposedly A-rated business is unlike many I have done business with in the [redacted] area. I hope Revdex.com can intervene to ask them to do something different to honor Revdex.com's rating and listing of their business. Please provide me a contact for their company CEO so I can ensure he/ she knows what's going on in their company. I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Regards,
**PS: They don't make the effort to write my name's spelling properly in a written response.

We have received Mr. [redacted] complaint from the Revdex.com and
contacted him directly to resolve the issue. 
We apologize to Mr. [redacted] for the delay in receiving his warranty sash
replacement.  We received the sash from
the manufacturer today at our Houston warehouse.  We spoke to Mr....

[redacted] today and moved his
scheduled service appointment from 7/13, to tomorrow, 7/1, to have the sash
replaced.  Mr. [redacted] advised that this
would resolve his complaint.  We want Mr.
[redacted] to know that he is a valued customer and that we appreciate his business.  We stand ready to service Mr. [redacted]
warranty at any time in the future, if necessary.  We trust this resolution is satisfactory to
Mr. [redacted] and the Revdex.com.

Window World has received Mr. [redacted]’ complaint with
the Revdex.com. Window World has spoken to Mr. [redacted] and has completed the
installation of his windows to his satisfaction. The delay in completing Mr.
[redacted]’s job was due to errors by our factory. We apologize to Mr. and...

Mrs.
[redacted] for any inconvenience caused by this matter. I hope that the
resolution is acceptable to the Revdex.com and Mr. [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Sent: Monday, August 03, 2015 8:08 AM To: drteam <[email protected]> Subject: Complaint against Window World     We had to find a contractor to look at how our windows were installed which we did on Friday.  Basically, there are two types of window installations - into brick and into wood.  Half of our house is brick and half is wood.  Window World installed our windows the same way for both types which has caused leakage problems around the windows in the wood.   When the Window World representative came to our house to investigate the problem, my husband had told him to bring a ladder because the problem was on the second floor.  He ignored my husband's suggestion and stood on our window sill to look at the outside of the window at the problem  He pulled the window sill away from the wall, so now we have another problem.    Please let me know if I need to submit another complaint.   [redacted]

We have received [redacted]’s complaint from the Revdex.com and have
contacted her directly to resolve the issue. 
We regret that [redacted]’s possessions are missing and are disappointed
that she is accusing our installers of theft. 
Our Field Supervisor spoke to [redacted] the day after the...

installation
and [redacted] advised that her drill was missing.  The supervisor agreed to speak to the
installers and ask if they may have possibly picked it up by mistake.  The installers advised that they did not
believe they had the drill and agreed to search their truck with the
supervisor.  The drill was not found in
the installer’s truck.  Our supervisor
advised [redacted] and asked that she search her premises thoroughly, as we have
encountered this situation before, and the items were later found by the
homeowner and had been inadvertently misplaced in the home by a family
member.  We heard nothing further from
[redacted] until we received her complaint from the Revdex.com.  We then contacted [redacted] again and advised
that we had spoken to the installer again and they have assured us that they do
not have the drill.  Again, they voluntarily
submitted to another search of their truck by the supervisor.  [redacted]’s drill was not located.  Window World takes [redacted]’s accusations
very seriously, as do the installers.  Any
proven instances of theft would result in the installer’s immediate termination
and our full cooperation with any prosecution by the homeowner.  We do not believe the installers would risk
loss of their livelihood over the theft of a $300 drill.  Furthermore, these installers have been with
our company for years, and in the normal course of business, are in and out of
several homes a day.  We have never had
any reports, by homeowners, of any missing property related to this crew.  We have advised [redacted] as above, and recommended
that if she believes there was a theft at her home, that she file a police
report immediately.  We will assure [redacted] that Window World and the installers will cooperate fully with any
investigation by the authorities.  We
cannot however, hold the installer responsible for alleged missing items that
we cannot prove that they possess.  We
want [redacted] to know that she is a valued customer and that we appreciate her
business.  We hope this resolution is
satisfactory to [redacted] and the Revdex.com.

We have received Mr. [redacted]’s complaint from the Revdex.com and have
contacted him directly to resolve the issue. 
We apologize to Mr. [redacted] for the delay in completing the warranty
service on his door.  After researching
Mr. [redacted]’s complaint, we discovered that we had actually installed 2...

different
sliding glass doors at his home.  When
Mr. [redacted] reported the broken panel, our Service Department mistakenly ordered
the replacement panel for the wrong door. 
We have advised Mr. [redacted] that we will immediately order the correct
replacement panel, and schedule with him to install it, as soon as it arrives
from the manufacturer.  We have assured
Mr. [redacted] that we will provide a specific date and time for the service
appointment, as requested, when scheduled. 
We have also assured Mr. [redacted] that we will send a different crew with
our Senior Field Supervisor to complete the warranty service.  Mr. [redacted] has advised that the water meter
that was damaged belongs to his neighbor, and that his neighbor incurred the
cost to repair the meter.  Mr. [redacted] has advised
that he will obtain and forward the information to us regarding the cost to
repair the damaged meter.  We have
assured Mr. [redacted] that we will review the information and work with him and his
neighbor to have the meter restored to original condition.  We want Mr. [redacted] to know that he is a valued
customer and that we appreciate his business. 
We trust this resolution is satisfactory to Mr. [redacted] and the Revdex.com.

We have received Mr. [redacted] complaint from the Revdex.com and have
contacted him directly to resolve the issue. 
We apologize to Mr. [redacted] for the delay in returning to complete the trim
work, as agreed, after his contractor replaced the rotten wood.  Our Field Supervisor contacted Mr. [redacted]...

immediately
upon receiving the complaint and scheduled to have the trim completed the
following morning at 9AM.   The trim was
completed successfully, as agreed, on 9/10. 
Mrs. [redacted] signed a Completion Certificate accepting the work and paid
the remaining final balance on the account. 
Mr. [redacted] account is now closed and paid in full, with all warranties
in full effect.  We want Mr. [redacted] to know
that he is a valued customer and that we appreciate his business.  We trust this resolution is satisfactory to
Mr. [redacted] and the Revdex.com.