Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ July 13, Regarding July 8th, Complaint: Revdex.com Complaint Case #: XXXXXXXX Consumer: [redacted] Response: On June 1st, after several discussions with her salesman [redacted] of what she was looking for and what she was hoping to achieve, [redacted] was sent a proposal (please see attached) to replace her old [redacted] skylights with new non-operable [redacted] skylightsThe new skylights could not be replaced with the same model of skylight as those were a number of years out of production and [redacted] no longer supports the parts and requires that they be replaced and not repaired by their star dealer's [redacted] took great efforts to let [redacted] know that the new skylights would be larger than her existing openingThis disclosure of size difference is on her contract and she further acknowledges that it was discussed in the body of her complaintShe was not ever told that she "wouldn't know the difference" because there is a slight difference and she was even told how big that difference would be on her contractHer contract content is only three sentences long and the third sentence says "...slight difference (two inches thinner)." [redacted] 's complaint shows that what she is unhappy about is exactly what she was told the difference would be "...there is a 1" gap between the existing trim box and the new skylights all around that is empty space." [redacted] anticipated the one inch on both sides and informed her verbally and in writing that the total difference would be two inches on the interior and exteriorThis was all based on the non-operable skylight option [redacted] also did mention during their discussions in May, prior to having received our proposal that resizing the shaft is certainly an available option but it does incur additional costs, which [redacted] declined, which is why [redacted] took the time to talk to her about and include in the contract that there would be a visible size difference [redacted] 's choice to not resize her shaft is in fact fairly common among our customers because of the additional costs but is also why we make sure they know there is going to be a difference On Jun 19th after the proposal had been signed and the arrangements made for install of the non-operable skylights our installation tech came to [redacted] home ready to do the installAt that time [redacted] began to question our tech on other skylight options [redacted] had her contact our office where she wanted info on other skylight options [redacted] was in the field so [redacted] in our office picked up this call and discussed what other options are in fact out there as far as other models go [redacted] decided while our tech was still waiting, to go with an operable skylightHow the different skylights are installed and made water tight is the same, however [redacted] had not suggested an operable skylight only because with the difference in sizes the screen can't be taken out if the skylight shaft is a different sizeMost people don't take out the screens anyway but it would look different and would have made installing the simple trim mentioned on her contract look oddOur tech based on her wishes had to leave the site, go and pick up the different skylights and was still able to install what she wanted on the same dayThe install should have taken eight to nine hours but with the delays took nearly thirteenOur tech went to great lengths to give her what she wanted on the day it was scheduled to happen As to [redacted] 's concern about bugs or leakingThe skylights installed in such a way as to be leakproof, her install includes a yr manufacturer's guarantee and a year workmanship guarantee providing no one else has tampered with our workShe will not have a leaking issueThere will be no bug issue because our tech sealed that gap all the way around on the inside of the shaft that granted [redacted] can't see, with ice and water shieldThere is not a gap from her skylights into her attic space The "up-to" $each to resize [redacted] 's skylights is just thatand not exceeding that amount depending on the conditions we can't see on the other side of the shaftIt could be less and we'd only have charged our cost as was promised to gain her satisfaction which is always our goalThis price however was not to add simple trim, which we would have done, but to completely remove the existing shaft and enlarge it to completely line up with the new skylightsNeither doing this or not doing this affects the operation of the operable skylightIt will operate as designed with the smaller shaft Although we are disappointed and saddened that [redacted] 's end result was not exactly what she seems to have wanted, despite the strong efforts of our staff to clearly communication that there would in fact be a difference in size, we feel we have taken every possible measure verbally and in writing to accommodate her changing requirements [redacted] made every effort we can ask of to make her aware of the various outcomes before ever starting workShe repeatedly acknowledges that we told her that there would be a difference in size and for her own reasons ignored that if there is a size difference on the outside of the skylight there is absolutely going to be a difference on the inside as wellThere is no possible situation where that is not going to be trueResizing the shaft is not at all standard; it is done solely at the preference of the customer and is clearly bid to be included as an additional cost of work on the customer contractMany choose not to have this added cost on a replacementWe don't give an exact price for resizing the shaft unless the customer shows a strong interest in adding that work to the bid, so often that part of negotiations is quite short and we move onWhen customers do not want the shaft resized the anticipated difference in size is noted on the contractWe did everything we said we would plus moreWe do not pressure customers ever to take on upgrades they don't show an interest in [redacted] is asking that we pay for work that she rejected as an added cost back in MayWe always let customers know that it is an option howeverIf they don't show an interest we take the time to explain that there is a small difference in size that is visible which we clearly did [redacted] wasn't interested during the bidding process in having the skylights resized as an added cost, now she wants us to pay for it after the fact Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response to, [redacted] also did mention during their discussions in May, prior to having received our proposal that resizing the shaft is certainly an available option but it does incur additional costs, which [redacted] declined, which is why [redacted] took the time to talk to her about and include in the contract that there would be a visible size difference", the contract states, "Please note: the newer skylights will require simple trim (included) due to the different installation technique and slight size difference (two inches thinner)." It specifically states it is "included." It does not say that is for the exterior only The statement that, [redacted] had not suggested an operable skylight only because with the difference in sizes the screen can't be taken out if the skylight shaft is a different size" is absolutely not trueThe reason he did not mention it was because it did not come up because I initially said I wanted stationary skylights when he asked me if I wanted stationary or operableWe did not have a discussion about an operable skylight I also take issue with your comment that [redacted] mentioned during our discussions in May, "prior to having received our proposal that resizing the shaft is certainly an available option but it does incur additional costs, which [redacted] declined, which is why [redacted] took the time to talk to her about and include in the contract that there would be a visible size difference." I took very detailed notes on our discussionMy question was what would it look like and I was told that they make it look natural that I would not be able to tell the differenceHe explained how they work on the exterior to make it look rightWe never had a discussion regarding how the interior would look As far as the bugs, as I explained to [redacted] it is not the outside bugs that concern me, it is the inside bugs, flies, spiders, etcthat are always hanging around that skylight - on the insideThey gravitate to that upstairs skylight - especially flying insectsAs to leaks, I am glad to know you have a lot of confidence in the skylights, but things can happen Yes, I acknowledged that they told me there would be a difference in sizeYour statement that, "for her own reasons (she) ignored that if there is a size difference on the outside of the skylight there is absolutely going to be a difference on the inside as well", is unreasonableI did not decide to ignore itI am not a skylight specialist, I am not a contractor and perhaps you could say I am ignorant or stupid because I don't know how these things workIt is why I believe it needed to be explained to me by a specialist - including what I would need to do on the interior which was not discussedI don't think a company should assume that a client knows everything about their products, how they are installed and what the impact of any and all the differences would be I also want to acknowledge that your installer went to great lengths for meHe did and he was very professionalIt was a pleasure working with him Final Business Response / [redacted] (4000, 26, 2015/10/14) */ The customer and Skylight Specialists began corresponding directly and came to an agreementThe customer has paid the agreed upon price
Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ July 13, Regarding July 8th, Complaint: Revdex.com Complaint Case #: XXXXXXXX Consumer: [redacted] Response: On June 1st, after several discussions with her salesman [redacted] of what she was looking for and what she was hoping to achieve, [redacted] was sent a proposal (please see attached) to replace her old [redacted] skylights with new non-operable [redacted] skylightsThe new skylights could not be replaced with the same model of skylight as those were a number of years out of production and [redacted] no longer supports the parts and requires that they be replaced and not repaired by their star dealer's [redacted] took great efforts to let [redacted] know that the new skylights would be larger than her existing openingThis disclosure of size difference is on her contract and she further acknowledges that it was discussed in the body of her complaintShe was not ever told that she "wouldn't know the difference" because there is a slight difference and she was even told how big that difference would be on her contractHer contract content is only three sentences long and the third sentence says "...slight difference (two inches thinner)." [redacted] 's complaint shows that what she is unhappy about is exactly what she was told the difference would be "...there is a 1" gap between the existing trim box and the new skylights all around that is empty space." [redacted] anticipated the one inch on both sides and informed her verbally and in writing that the total difference would be two inches on the interior and exteriorThis was all based on the non-operable skylight option [redacted] also did mention during their discussions in May, prior to having received our proposal that resizing the shaft is certainly an available option but it does incur additional costs, which [redacted] declined, which is why [redacted] took the time to talk to her about and include in the contract that there would be a visible size difference [redacted] 's choice to not resize her shaft is in fact fairly common among our customers because of the additional costs but is also why we make sure they know there is going to be a difference On Jun 19th after the proposal had been signed and the arrangements made for install of the non-operable skylights our installation tech came to [redacted] home ready to do the installAt that time [redacted] began to question our tech on other skylight options [redacted] had her contact our office where she wanted info on other skylight options [redacted] was in the field so [redacted] in our office picked up this call and discussed what other options are in fact out there as far as other models go [redacted] decided while our tech was still waiting, to go with an operable skylightHow the different skylights are installed and made water tight is the same, however [redacted] had not suggested an operable skylight only because with the difference in sizes the screen can't be taken out if the skylight shaft is a different sizeMost people don't take out the screens anyway but it would look different and would have made installing the simple trim mentioned on her contract look oddOur tech based on her wishes had to leave the site, go and pick up the different skylights and was still able to install what she wanted on the same dayThe install should have taken eight to nine hours but with the delays took nearly thirteenOur tech went to great lengths to give her what she wanted on the day it was scheduled to happen As to [redacted] 's concern about bugs or leakingThe skylights installed in such a way as to be leakproof, her install includes a yr manufacturer's guarantee and a year workmanship guarantee providing no one else has tampered with our workShe will not have a leaking issueThere will be no bug issue because our tech sealed that gap all the way around on the inside of the shaft that granted [redacted] can't see, with ice and water shieldThere is not a gap from her skylights into her attic space The "up-to" $each to resize [redacted] 's skylights is just thatand not exceeding that amount depending on the conditions we can't see on the other side of the shaftIt could be less and we'd only have charged our cost as was promised to gain her satisfaction which is always our goalThis price however was not to add simple trim, which we would have done, but to completely remove the existing shaft and enlarge it to completely line up with the new skylightsNeither doing this or not doing this affects the operation of the operable skylightIt will operate as designed with the smaller shaft Although we are disappointed and saddened that [redacted] 's end result was not exactly what she seems to have wanted, despite the strong efforts of our staff to clearly communication that there would in fact be a difference in size, we feel we have taken every possible measure verbally and in writing to accommodate her changing requirements [redacted] made every effort we can ask of to make her aware of the various outcomes before ever starting workShe repeatedly acknowledges that we told her that there would be a difference in size and for her own reasons ignored that if there is a size difference on the outside of the skylight there is absolutely going to be a difference on the inside as wellThere is no possible situation where that is not going to be trueResizing the shaft is not at all standard; it is done solely at the preference of the customer and is clearly bid to be included as an additional cost of work on the customer contractMany choose not to have this added cost on a replacementWe don't give an exact price for resizing the shaft unless the customer shows a strong interest in adding that work to the bid, so often that part of negotiations is quite short and we move onWhen customers do not want the shaft resized the anticipated difference in size is noted on the contractWe did everything we said we would plus moreWe do not pressure customers ever to take on upgrades they don't show an interest in [redacted] is asking that we pay for work that she rejected as an added cost back in MayWe always let customers know that it is an option howeverIf they don't show an interest we take the time to explain that there is a small difference in size that is visible which we clearly did [redacted] wasn't interested during the bidding process in having the skylights resized as an added cost, now she wants us to pay for it after the fact Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response to, [redacted] also did mention during their discussions in May, prior to having received our proposal that resizing the shaft is certainly an available option but it does incur additional costs, which [redacted] declined, which is why [redacted] took the time to talk to her about and include in the contract that there would be a visible size difference", the contract states, "Please note: the newer skylights will require simple trim (included) due to the different installation technique and slight size difference (two inches thinner)." It specifically states it is "included." It does not say that is for the exterior only The statement that, [redacted] had not suggested an operable skylight only because with the difference in sizes the screen can't be taken out if the skylight shaft is a different size" is absolutely not trueThe reason he did not mention it was because it did not come up because I initially said I wanted stationary skylights when he asked me if I wanted stationary or operableWe did not have a discussion about an operable skylight I also take issue with your comment that [redacted] mentioned during our discussions in May, "prior to having received our proposal that resizing the shaft is certainly an available option but it does incur additional costs, which [redacted] declined, which is why [redacted] took the time to talk to her about and include in the contract that there would be a visible size difference." I took very detailed notes on our discussionMy question was what would it look like and I was told that they make it look natural that I would not be able to tell the differenceHe explained how they work on the exterior to make it look rightWe never had a discussion regarding how the interior would look As far as the bugs, as I explained to [redacted] it is not the outside bugs that concern me, it is the inside bugs, flies, spiders, etcthat are always hanging around that skylight - on the insideThey gravitate to that upstairs skylight - especially flying insectsAs to leaks, I am glad to know you have a lot of confidence in the skylights, but things can happen Yes, I acknowledged that they told me there would be a difference in sizeYour statement that, "for her own reasons (she) ignored that if there is a size difference on the outside of the skylight there is absolutely going to be a difference on the inside as well", is unreasonableI did not decide to ignore itI am not a skylight specialist, I am not a contractor and perhaps you could say I am ignorant or stupid because I don't know how these things workIt is why I believe it needed to be explained to me by a specialist - including what I would need to do on the interior which was not discussedI don't think a company should assume that a client knows everything about their products, how they are installed and what the impact of any and all the differences would be I also want to acknowledge that your installer went to great lengths for meHe did and he was very professionalIt was a pleasure working with him Final Business Response / [redacted] (4000, 26, 2015/10/14) */ The customer and Skylight Specialists began corresponding directly and came to an agreementThe customer has paid the agreed upon price