? I am rejecting this response because:To Whom it May Concern in terms of Revdex.com Complaint # [redacted] at [redacted] ***:We appreciate your efforts in completing this window installation as guaranteedHowever, it is still incomplete and this is not a warranty issueWe have not had the correct window piece since the initial installation on Saturday October 7, 2017, which was three and a half months agoWe began this process in the fall and were specifically told by RaT [redacted] it would be a one day installationBecause of the continued issues (wrong size living room window ordered times, wrong size hopper installed, windows sloppily caulked, dining room window had to be re-ordered- cut too short so it slid directly over the safety stopper and didn’t lock properly)? we’ve had to leave work early, had to ask family members to drive from two hours away when we couldn’t be there, and not attend our son’s soccer gameAs you can see, we have had to rearrange our schedules during this three and a half month process.? We researched and met with various window companies and chose your company based on your Revdex.com rating, your values, which are customer focus, personal integrity, respect for people, accountability, work ethic, and teamwork.We, as soft-lite customers, have not felt any of the above value statementWe have tried on numerous occasions to get in contact with people in your companyWe were told Soft-Lite “would be willing to work with us on a cost adjustment because of the continued problems” only to be ignored time and time againOn two separate occasions, 12/12/and 1/15/18, Steve C [redacted] told us he would look into, have conversations with the contractors, and get back to usBoth times he did not follow through with his word.We as paying Soft-Lite customers have not received the product that was guaranteed to us on October 7.? We are asking for your company to make this situation right and to satisfy your customerDue to this, this is what is expected: a discussed and agreed upon cost adjustment or we will consider further action.? Sincerely, [redacted] and [redacted]
To Whom it May Concern;I have been in contact with [redacted] regarding the attached complaint Soft-Lite previously sent a service technician to the site on 10/to review the items of concern Unfortunately this technician was unable to verify that the models were Soft-Lite products due to the age of the productsAfter speaking with Mrs***, I have scheduled a second site visit for one of our Senior Service Technicians to review the concerns and document any replacement parts necessary in conjunction with our standard lifetime limited warranty The Site visit is currently scheduled for 11/21/ A followup document will be supplied after the site visit and/or part replacements have been completed Thank you,Chris C [redacted] Director of Customer Service
I am rejecting this response because:To Whom it May Concern in terms of Revdex.com Complaint # [redacted] at [redacted] ***:We appreciate your efforts in completing this window installation as guaranteedHowever, it is still incomplete and this is not a warranty issueWe have not had the correct window piece since the initial installation on Saturday October 7, 2017, which was three and a half months agoWe began this process in the fall and were specifically told by RaT [redacted] it would be a one day installationBecause of the continued issues (wrong size living room window ordered times, wrong size hopper installed, windows sloppily caulked, dining room window had to be re-ordered- cut too short so it slid directly over the safety stopper and didn’t lock properly) we’ve had to leave work early, had to ask family members to drive from two hours away when we couldn’t be there, and not attend our son’s soccer gameAs you can see, we have had to rearrange our schedules during this three and a half month processWe researched and met with various window companies and chose your company based on your Revdex.com rating, your values, which are customer focus, personal integrity, respect for people, accountability, work ethic, and teamwork.We, as soft-lite customers, have not felt any of the above value statementWe have tried on numerous occasions to get in contact with people in your companyWe were told Soft-Lite “would be willing to work with us on a cost adjustment because of the continued problems” only to be ignored time and time againOn two separate occasions, 12/12/and 1/15/18, Steve C [redacted] told us he would look into, have conversations with the contractors, and get back to usBoth times he did not follow through with his word.We as paying Soft-Lite customers have not received the product that was guaranteed to us on October We are asking for your company to make this situation right and to satisfy your customerDue to this, this is what is expected: a discussed and agreed upon cost adjustment or we will consider further actionSincerely, [redacted] and [redacted]
To Whom it May Concern;I have been in contact with [redacted] regarding the attached complaint. Soft-Lite previously sent a service technician to the site on 10/to review the items of concern. Unfortunately this technician was unable to verify that the models were Soft-Lite products due to the age of the productsAfter speaking with Mrs***, I have scheduled a second site visit for one of our Senior Service Technicians to review the concerns and document any replacement parts necessary in conjunction with our standard lifetime limited warranty. The Site visit is currently scheduled for 11/21/17. A followup document will be supplied after the site visit and/or part replacements have been completed. Thank you,Chris C [redacted] Director of Customer Service
I am rejecting this response because:To Whom it May Concern in terms of Revdex.com Complaint # *** at *** *** *** *** *** ***:We appreciate your efforts in completing this window installation as guaranteedHowever, it is still incomplete and this is not a warranty issueWe have not had the correct window piece since the initial installation on Saturday October 7, 2017, which was three and a half months agoWe began this process in the fall and were specifically told by RaT*** it would be a one day installationBecause of the continued issues (wrong size living room window ordered times, wrong size hopper installed, windows sloppily caulked, dining room window had to be re-ordered- cut too short so it slid directly over the safety stopper and didn’t lock properly) we’ve had to leave work early, had to ask family members to drive from two hours away when we couldn’t be there, and not attend our son’s soccer gameAs you can see, we have had to rearrange our schedules during this three and a half month process. We researched and met with various window companies and chose your company based on your Revdex.com rating, your values, which are customer focus, personal integrity, respect for people, accountability, work ethic, and teamwork.We, as soft-lite customers, have not felt any of the above value statementWe have tried on numerous occasions to get in contact with people in your companyWe were told Soft-Lite “would be willing to work with us on a cost adjustment because of the continued problems” only to be ignored time and time againOn two separate occasions, 12/12/and 1/15/18, Steve C*** told us he would look into, have conversations with the contractors, and get back to usBoth times he did not follow through with his word.We as paying Soft-Lite customers have not received the product that was guaranteed to us on October 7. We are asking for your company to make this situation right and to satisfy your customerDue to this, this is what is expected: a discussed and agreed upon cost adjustment or we will consider further action. Sincerely,*** *** and *** ***
Initial Business Response /* (1000, 5, 2015/09/30) */
Please see attached letter response
(Revdex.com converted from original document See file.)
We are in receipt of your email dated September 16, regarding the complaint filed against Soft-Lite by Ms*** ***I contacted the
consumer on September 16", to obtain a better understanding of the overall problem and assist with an appropriate resolution
After speaking with the consumer I was made aware that her main complaint was regarding shipping and installation of warranty productsI explained to the consumer that our policy, as per our lifetime limited warranty is to provide replacement products and/or partsWe however; do not provide direct shipping or labor at no costThe labor and/or delivery is typically handled by the Dealer that the consumer purchased directly fromI have attached a copy of our warranty for review and reference
At this time I also spoke to Michelle at The Window Depot, who was the selling Dealer and explained the sameI offered to absorb the cost of shipping this one time only, if The Window Depot would absorb the cost of the labor to install replacement parts, to help resolve this situationMichelle the Window Depot representative, agreed to the terms
Replacement glass was manufactured at no charge and shipped via UPS on 9/25/to the Window Depot WarehouseWe at Soft-Lite take great pride in providing excellent customer service and have fulfilled our obligations beyond our written warranty in this situationThank you for bringing this matter to our attention so that we may assist to resolve any outstanding issues at hand
Best Regards,
Christiana C***
Director of Customer Service
Soft-Lite LLC
Ph:
Fax: ***
To Whom it May Concern;I have been in contact with *** *** regarding the attached complaint.? Soft-Lite previously sent a service technician to the site on 10/to review the items of concern.? Unfortunately this technician was unable to verify that the models were Soft-Lite
products due to the age of the productsAfter speaking with Mrs***, I have scheduled a second site visit for one of our Senior Service Technicians to review the concerns and document any replacement parts necessary in conjunction with our standard lifetime limited warranty.? The Site visit is currently scheduled for 11/21/17.? A followup document will be supplied after the site visit and/or part replacements have been completed.? ? Thank you,Chris C***Director of Customer Service
Complaint Case #: *** Consumer: *** *** ? We are in receipt of your email dated 1/12/regarding the complaint filed against Soft-Lite by Ms*** ***.? It is my understanding that as of today there is one open item of concern regarding the Soft-Lite products
purchased by the consumerThe open item involves the replacement of sashes for their three-lite slider windowThe sash replacements are necessary due to incorrect lock type applied to the most recent order that was delivered to the site 1/17/18.? As per our warranty, we have ordered the replacement sashes and will expedite the manufacturing process as quickly as possible.? We have made contact with the consumer and requested to schedule the appointment for 1/or 2/1/The consumer has asked us to call back on Monday to confirm.\ Our warranty states that we will provide replacement parts for a defective product.? We cannot negotiate pricing with consumers, as the contract is between the consumer and the Dealer that the products are purchased from We at Soft-Lite take pride in providing excellent customer service and are working towards fulfilling our warranty obligationsI apologize for any inconvenience or delay that may have occurred during the manufacturing process of this order.? Thank you for bringing this matter to our attention so that we may assist to resolve the outstanding issues at hand.Best Regards,Christiana C***Director of Customer ServiceSoft-Lite LLC
I am rejecting this response because:To Whom it May Concern in terms of Revdex.com Complaint # [redacted] at [redacted]:We appreciate your efforts in completing this window installation as guaranteed. However, it is still incomplete and this is not a warranty issue. We have not had the correct window piece since the initial installation on Saturday October 7, 2017, which was three and a half months ago. We began this process in the fall and were specifically told by Raja T[redacted] it would be a one day installation. Because of the continued issues (wrong size living room window ordered 5 times, wrong size hopper installed, 6 windows sloppily caulked, dining room window had to be re-ordered- cut too short so it slid directly over the safety stopper and didn’t lock properly) we’ve had to leave work early, had to ask family members to drive from two hours away when we couldn’t be there, and not attend our son’s soccer game. As you can see, we have had to rearrange our schedules during this three and a half month process. We researched and met with various window companies and chose your company based on your Revdex.com rating, your values, which are customer focus, personal integrity, respect for people, accountability, work ethic, and teamwork.We, as soft-lite customers, have not felt any of the above value statement. We have tried on numerous occasions to get in contact with people in your company. We were told Soft-Lite “would be willing to work with us on a cost adjustment because of the continued problems” only to be ignored time and time again. On two separate occasions, 12/12/17 and 1/15/18, Steve C[redacted] told us he would look into, have conversations with the contractors, and get back to us. Both times he did not follow through with his word.We as paying Soft-Lite customers have not received the product that was guaranteed to us on October 7. We are asking for your company to make this situation right and to satisfy your customer. Due to this, this is what is expected: a discussed and agreed upon cost adjustment or we will consider further action. Sincerely,[redacted] and [redacted]
To Whom it May Concern;I have been in contact with [redacted] regarding the attached complaint. Soft-Lite previously sent a service technician to the site on 10/24 to review the items of concern. Unfortunately this technician was unable to verify that the models were Soft-Lite...
products due to the age of the products. After speaking with Mrs. [redacted], I have scheduled a second site visit for one of our Senior Service Technicians to review the concerns and document any replacement parts necessary in conjunction with our standard lifetime limited warranty. The Site visit is currently scheduled for 11/21/17. A followup document will be supplied after the site visit and/or part replacements have been completed. Thank you,Chris C[redacted]Director of Customer Service
Complaint Case #: [redacted] Consumer: [redacted] We are in receipt of your email dated 1/12/2018 regarding the complaint filed against Soft-Lite by Ms. [redacted]. It is my understanding that as of today there is one open item of concern regarding the Soft-Lite products...
purchased by the consumer. The open item involves the replacement of 3 sashes for their three-lite slider window. The sash replacements are necessary due to incorrect lock type applied to the most recent order that was delivered to the site 1/17/18. As per our warranty, we have ordered the replacement sashes and will expedite the manufacturing process as quickly as possible. We have made contact with the consumer and requested to schedule the appointment for 1/31 or 2/1/18. The consumer has asked us to call back on Monday to confirm.\ Our warranty states that we will provide replacement parts for a defective product. We cannot negotiate pricing with consumers, as the contract is between the consumer and the Dealer that the products are purchased from. We at Soft-Lite take pride in providing excellent customer service and are working towards fulfilling our warranty obligations. I apologize for any inconvenience or delay that may have occurred during the manufacturing process of this order. Thank you for bringing this matter to our attention so that we may assist to resolve the outstanding issues at hand.Best Regards,Christiana C[redacted]Director of Customer ServiceSoft-Lite LLC
Initial Business Response /* (1000, 5, 2015/09/30) */
Please see attached letter response.
(Revdex.com converted from original document. See file.)
We are in receipt of your email dated September 16, 2015 regarding the complaint filed against Soft-Lite by Ms. [redacted]. I contacted the...
consumer on September 16", to obtain a better understanding of the overall problem and assist with an appropriate resolution.
After speaking with the consumer I was made aware that her main complaint was regarding shipping and installation of warranty products. I explained to the consumer that our policy, as per our lifetime limited warranty is to provide replacement products and/or parts. We however; do not provide direct shipping or labor at no cost. The labor and/or delivery is typically handled by the Dealer that the consumer purchased directly from. I have attached a copy of our warranty for review and reference.
At this time I also spoke to Michelle at The Window Depot, who was the selling Dealer and explained the same. I offered to absorb the cost of shipping this one time only, if The Window Depot would absorb the cost of the labor to install replacement parts, to help resolve this situation. Michelle the Window Depot representative, agreed to the terms.
Replacement glass was manufactured at no charge and shipped via UPS on 9/25/15 to the Window Depot Warehouse. We at Soft-Lite take great pride in providing excellent customer service and have fulfilled our obligations beyond our written warranty in this situation. Thank you for bringing this matter to our attention so that we may assist to resolve any outstanding issues at hand.
Best Regards,
Christiana C[redacted]
Director of Customer Service
Soft-Lite LLC
Ph: 330.528.1128
Fax: [redacted]
? I am rejecting this response because:To Whom it May Concern in terms of Revdex.com Complaint # [redacted] at [redacted] ***:We appreciate your efforts in completing this window installation as guaranteedHowever, it is still incomplete and this is not a warranty issueWe have not had the correct window piece since the initial installation on Saturday October 7, 2017, which was three and a half months agoWe began this process in the fall and were specifically told by RaT [redacted] it would be a one day installationBecause of the continued issues (wrong size living room window ordered times, wrong size hopper installed, windows sloppily caulked, dining room window had to be re-ordered- cut too short so it slid directly over the safety stopper and didn’t lock properly)? we’ve had to leave work early, had to ask family members to drive from two hours away when we couldn’t be there, and not attend our son’s soccer gameAs you can see, we have had to rearrange our schedules during this three and a half month process.? We researched and met with various window companies and chose your company based on your Revdex.com rating, your values, which are customer focus, personal integrity, respect for people, accountability, work ethic, and teamwork.We, as soft-lite customers, have not felt any of the above value statementWe have tried on numerous occasions to get in contact with people in your companyWe were told Soft-Lite “would be willing to work with us on a cost adjustment because of the continued problems” only to be ignored time and time againOn two separate occasions, 12/12/and 1/15/18, Steve C [redacted] told us he would look into, have conversations with the contractors, and get back to usBoth times he did not follow through with his word.We as paying Soft-Lite customers have not received the product that was guaranteed to us on October 7.? We are asking for your company to make this situation right and to satisfy your customerDue to this, this is what is expected: a discussed and agreed upon cost adjustment or we will consider further action.? Sincerely, [redacted] and [redacted]
To Whom it May Concern;I have been in contact with [redacted] regarding the attached complaint Soft-Lite previously sent a service technician to the site on 10/to review the items of concern Unfortunately this technician was unable to verify that the models were Soft-Lite products due to the age of the productsAfter speaking with Mrs***, I have scheduled a second site visit for one of our Senior Service Technicians to review the concerns and document any replacement parts necessary in conjunction with our standard lifetime limited warranty The Site visit is currently scheduled for 11/21/ A followup document will be supplied after the site visit and/or part replacements have been completed Thank you,Chris C [redacted] Director of Customer Service
I am rejecting this response because:To Whom it May Concern in terms of Revdex.com Complaint # [redacted] at [redacted] ***:We appreciate your efforts in completing this window installation as guaranteedHowever, it is still incomplete and this is not a warranty issueWe have not had the correct window piece since the initial installation on Saturday October 7, 2017, which was three and a half months agoWe began this process in the fall and were specifically told by RaT [redacted] it would be a one day installationBecause of the continued issues (wrong size living room window ordered times, wrong size hopper installed, windows sloppily caulked, dining room window had to be re-ordered- cut too short so it slid directly over the safety stopper and didn’t lock properly) we’ve had to leave work early, had to ask family members to drive from two hours away when we couldn’t be there, and not attend our son’s soccer gameAs you can see, we have had to rearrange our schedules during this three and a half month processWe researched and met with various window companies and chose your company based on your Revdex.com rating, your values, which are customer focus, personal integrity, respect for people, accountability, work ethic, and teamwork.We, as soft-lite customers, have not felt any of the above value statementWe have tried on numerous occasions to get in contact with people in your companyWe were told Soft-Lite “would be willing to work with us on a cost adjustment because of the continued problems” only to be ignored time and time againOn two separate occasions, 12/12/and 1/15/18, Steve C [redacted] told us he would look into, have conversations with the contractors, and get back to usBoth times he did not follow through with his word.We as paying Soft-Lite customers have not received the product that was guaranteed to us on October We are asking for your company to make this situation right and to satisfy your customerDue to this, this is what is expected: a discussed and agreed upon cost adjustment or we will consider further actionSincerely, [redacted] and [redacted]
To Whom it May Concern;I have been in contact with [redacted] regarding the attached complaint. Soft-Lite previously sent a service technician to the site on 10/to review the items of concern. Unfortunately this technician was unable to verify that the models were Soft-Lite products due to the age of the productsAfter speaking with Mrs***, I have scheduled a second site visit for one of our Senior Service Technicians to review the concerns and document any replacement parts necessary in conjunction with our standard lifetime limited warranty. The Site visit is currently scheduled for 11/21/17. A followup document will be supplied after the site visit and/or part replacements have been completed. Thank you,Chris C [redacted] Director of Customer Service
I am rejecting this response because:To Whom it May Concern in terms of Revdex.com Complaint # *** at *** *** *** *** *** ***:We appreciate your efforts in completing this window installation as guaranteedHowever, it is still incomplete and this is not a warranty issueWe have not had the correct window piece since the initial installation on Saturday October 7, 2017, which was three and a half months agoWe began this process in the fall and were specifically told by RaT*** it would be a one day installationBecause of the continued issues (wrong size living room window ordered times, wrong size hopper installed, windows sloppily caulked, dining room window had to be re-ordered- cut too short so it slid directly over the safety stopper and didn’t lock properly) we’ve had to leave work early, had to ask family members to drive from two hours away when we couldn’t be there, and not attend our son’s soccer gameAs you can see, we have had to rearrange our schedules during this three and a half month process. We researched and met with various window companies and chose your company based on your Revdex.com rating, your values, which are customer focus, personal integrity, respect for people, accountability, work ethic, and teamwork.We, as soft-lite customers, have not felt any of the above value statementWe have tried on numerous occasions to get in contact with people in your companyWe were told Soft-Lite “would be willing to work with us on a cost adjustment because of the continued problems” only to be ignored time and time againOn two separate occasions, 12/12/and 1/15/18, Steve C*** told us he would look into, have conversations with the contractors, and get back to usBoth times he did not follow through with his word.We as paying Soft-Lite customers have not received the product that was guaranteed to us on October 7. We are asking for your company to make this situation right and to satisfy your customerDue to this, this is what is expected: a discussed and agreed upon cost adjustment or we will consider further action. Sincerely,*** *** and *** ***
Initial Business Response /* (1000, 5, 2015/09/30) */
Please see attached letter response
(Revdex.com converted from original document See file.)
We are in receipt of your email dated September 16, regarding the complaint filed against Soft-Lite by Ms*** ***I contacted the
consumer on September 16", to obtain a better understanding of the overall problem and assist with an appropriate resolution
After speaking with the consumer I was made aware that her main complaint was regarding shipping and installation of warranty productsI explained to the consumer that our policy, as per our lifetime limited warranty is to provide replacement products and/or partsWe however; do not provide direct shipping or labor at no costThe labor and/or delivery is typically handled by the Dealer that the consumer purchased directly fromI have attached a copy of our warranty for review and reference
At this time I also spoke to Michelle at The Window Depot, who was the selling Dealer and explained the sameI offered to absorb the cost of shipping this one time only, if The Window Depot would absorb the cost of the labor to install replacement parts, to help resolve this situationMichelle the Window Depot representative, agreed to the terms
Replacement glass was manufactured at no charge and shipped via UPS on 9/25/to the Window Depot WarehouseWe at Soft-Lite take great pride in providing excellent customer service and have fulfilled our obligations beyond our written warranty in this situationThank you for bringing this matter to our attention so that we may assist to resolve any outstanding issues at hand
Best Regards,
Christiana C***
Director of Customer Service
Soft-Lite LLC
Ph:
Fax: ***
To Whom it May Concern;I have been in contact with *** *** regarding the attached complaint.? Soft-Lite previously sent a service technician to the site on 10/to review the items of concern.? Unfortunately this technician was unable to verify that the models were Soft-Lite
products due to the age of the productsAfter speaking with Mrs***, I have scheduled a second site visit for one of our Senior Service Technicians to review the concerns and document any replacement parts necessary in conjunction with our standard lifetime limited warranty.? The Site visit is currently scheduled for 11/21/17.? A followup document will be supplied after the site visit and/or part replacements have been completed.? ? Thank you,Chris C***Director of Customer Service
Complaint Case #: *** Consumer: *** *** ? We are in receipt of your email dated 1/12/regarding the complaint filed against Soft-Lite by Ms*** ***.? It is my understanding that as of today there is one open item of concern regarding the Soft-Lite products
purchased by the consumerThe open item involves the replacement of sashes for their three-lite slider windowThe sash replacements are necessary due to incorrect lock type applied to the most recent order that was delivered to the site 1/17/18.? As per our warranty, we have ordered the replacement sashes and will expedite the manufacturing process as quickly as possible.? We have made contact with the consumer and requested to schedule the appointment for 1/or 2/1/The consumer has asked us to call back on Monday to confirm.\ Our warranty states that we will provide replacement parts for a defective product.? We cannot negotiate pricing with consumers, as the contract is between the consumer and the Dealer that the products are purchased from We at Soft-Lite take pride in providing excellent customer service and are working towards fulfilling our warranty obligationsI apologize for any inconvenience or delay that may have occurred during the manufacturing process of this order.? Thank you for bringing this matter to our attention so that we may assist to resolve the outstanding issues at hand.Best Regards,Christiana C***Director of Customer ServiceSoft-Lite LLC
I am rejecting this response because:To Whom it May Concern in terms of Revdex.com Complaint # [redacted] at [redacted]:We appreciate your efforts in completing this window installation as guaranteed. However, it is still incomplete and this is not a warranty issue. We have not had the correct window piece since the initial installation on Saturday October 7, 2017, which was three and a half months ago. We began this process in the fall and were specifically told by Raja T[redacted] it would be a one day installation. Because of the continued issues (wrong size living room window ordered 5 times, wrong size hopper installed, 6 windows sloppily caulked, dining room window had to be re-ordered- cut too short so it slid directly over the safety stopper and didn’t lock properly) we’ve had to leave work early, had to ask family members to drive from two hours away when we couldn’t be there, and not attend our son’s soccer game. As you can see, we have had to rearrange our schedules during this three and a half month process. We researched and met with various window companies and chose your company based on your Revdex.com rating, your values, which are customer focus, personal integrity, respect for people, accountability, work ethic, and teamwork.We, as soft-lite customers, have not felt any of the above value statement. We have tried on numerous occasions to get in contact with people in your company. We were told Soft-Lite “would be willing to work with us on a cost adjustment because of the continued problems” only to be ignored time and time again. On two separate occasions, 12/12/17 and 1/15/18, Steve C[redacted] told us he would look into, have conversations with the contractors, and get back to us. Both times he did not follow through with his word.We as paying Soft-Lite customers have not received the product that was guaranteed to us on October 7. We are asking for your company to make this situation right and to satisfy your customer. Due to this, this is what is expected: a discussed and agreed upon cost adjustment or we will consider further action. Sincerely,[redacted] and [redacted]
To Whom it May Concern;I have been in contact with [redacted] regarding the attached complaint. Soft-Lite previously sent a service technician to the site on 10/24 to review the items of concern. Unfortunately this technician was unable to verify that the models were Soft-Lite...
products due to the age of the products. After speaking with Mrs. [redacted], I have scheduled a second site visit for one of our Senior Service Technicians to review the concerns and document any replacement parts necessary in conjunction with our standard lifetime limited warranty. The Site visit is currently scheduled for 11/21/17. A followup document will be supplied after the site visit and/or part replacements have been completed. Thank you,Chris C[redacted]Director of Customer Service
Complaint Case #: [redacted] Consumer: [redacted] We are in receipt of your email dated 1/12/2018 regarding the complaint filed against Soft-Lite by Ms. [redacted]. It is my understanding that as of today there is one open item of concern regarding the Soft-Lite products...
purchased by the consumer. The open item involves the replacement of 3 sashes for their three-lite slider window. The sash replacements are necessary due to incorrect lock type applied to the most recent order that was delivered to the site 1/17/18. As per our warranty, we have ordered the replacement sashes and will expedite the manufacturing process as quickly as possible. We have made contact with the consumer and requested to schedule the appointment for 1/31 or 2/1/18. The consumer has asked us to call back on Monday to confirm.\ Our warranty states that we will provide replacement parts for a defective product. We cannot negotiate pricing with consumers, as the contract is between the consumer and the Dealer that the products are purchased from. We at Soft-Lite take pride in providing excellent customer service and are working towards fulfilling our warranty obligations. I apologize for any inconvenience or delay that may have occurred during the manufacturing process of this order. Thank you for bringing this matter to our attention so that we may assist to resolve the outstanding issues at hand.Best Regards,Christiana C[redacted]Director of Customer ServiceSoft-Lite LLC
Initial Business Response /* (1000, 5, 2015/09/30) */
Please see attached letter response.
(Revdex.com converted from original document. See file.)
We are in receipt of your email dated September 16, 2015 regarding the complaint filed against Soft-Lite by Ms. [redacted]. I contacted the...
consumer on September 16", to obtain a better understanding of the overall problem and assist with an appropriate resolution.
After speaking with the consumer I was made aware that her main complaint was regarding shipping and installation of warranty products. I explained to the consumer that our policy, as per our lifetime limited warranty is to provide replacement products and/or parts. We however; do not provide direct shipping or labor at no cost. The labor and/or delivery is typically handled by the Dealer that the consumer purchased directly from. I have attached a copy of our warranty for review and reference.
At this time I also spoke to Michelle at The Window Depot, who was the selling Dealer and explained the same. I offered to absorb the cost of shipping this one time only, if The Window Depot would absorb the cost of the labor to install replacement parts, to help resolve this situation. Michelle the Window Depot representative, agreed to the terms.
Replacement glass was manufactured at no charge and shipped via UPS on 9/25/15 to the Window Depot Warehouse. We at Soft-Lite take great pride in providing excellent customer service and have fulfilled our obligations beyond our written warranty in this situation. Thank you for bringing this matter to our attention so that we may assist to resolve any outstanding issues at hand.
Best Regards,
Christiana C[redacted]
Director of Customer Service
Soft-Lite LLC
Ph: 330.528.1128
Fax: [redacted]