St Albans Window Mfg & Siding Co

Next year our company will be celebrating years in businessWe have tens of thousands of satisfied customers and hundreds of thousands of windows installed in the local tri-state areaWe have an outstanding reputation for the products we sell and are well known for providing excellent serviceWe let our companies history speak for itselfAs we stated in the previous response, a refund for the amount of the caps was mailed on 2-26-An embarrassing oversight that we apologised forThe windows installed function as designed and do not require cappingThey are fully warranted and should not be of any concernNot all windows we install require capping.If this explanation is not satisfactory to the customer, the only possible solution would be to have another company install their windows and return our windowsAt that point we would be glad to refund the balanceIf this scenario would play out, it would be the first time in the companies history, that we would be aware of, that a customer was dissatisfied and removed our windows in favor of anotherOur offer would need to be accepted in a reasonable amount of timeAs far as having done any work for the customers family in the past? We do have a contract dated from May in which the contract has the same last name and same addressWe had assumed this was the same family, or a relative who may have owned the home prior to 2011? If we are in error here we apologizeBest Regards, ***

Memo: I am writing in response of the letter from StAlbans Windows Manufacturing and Siding Company from my complaint on 2/23/They claim that I signed a written contract for insulated replacement windows, which I did, that clearly has written on that contract to cap all five windows on the outside (document included)They also claim in the letter that the manager himself came to my residence to get the manufacturing specs to build the windows which is a straight up lieI have never met *** *** *** and he has never came to my houseThe sales rep is the one who came to my house and took the measurements and looked around my houseThey claim that *** *** also informed me that they were not able to cap the windows on the outside due to the height and that is also a bold face lie, for again , I had not spoken to or met *** *** at that timeThey claim that I as the customer requested that the first reschedule due to a sick pet, that is also a lie, that is the day that was the first date that was originally scheduled in which they came and realized that this was a two story house, not one story, and they did not bring a ladder at which point I said that was fine because I had to take my dog to the vetThey also claim that I called the company and spoke to the secretary on 2/23/very upset, which is true because I had called three days prior to tell the secretary that I wanted the manager to contact me for I had just realized that none of my windows were capped outside in which she seemed shocked because again it was clearly written in my contractThe manager did not call me back which is why I was upset and had to call them again, which is when the secretary told me that there was a note on my file stating that they could not cap my windows due to the height and they could refund me $I became angry and demanded the manager to call me back, which he did, in which at that point he said he could have someone come and cap my windows, when one hour earlier they could notI refused this offer because at this point I never want anyone from that company to have access to any part of my property due the situation they have put me throughFurthermore, in their response they stated that this was the second time that we have used them, claiming that they put in windows in our house in 2004, we did not even move into this house until 2011!
Thank you,
*** ***

The customer signed a contract for insulated replacement windows (D-lites) on November 16th, Several days later *** *** ***, one of the company managers, went to customers home to get the manufacturing specs to build the windowsAt this time *** *** did inform the customer that
the windows would not be capped on the exterior, due to complexity of height and concerns on how the window caps would be sealed to the houseHe also explained the way the windows would be installed they would not need to be cappedTo the best of *** *** recollection, this did not seem to be a concern to the customerThe windows were installed on December 6thWe acknowledge the fact that installation schedule had changed several times due to crew illness and weatherWe also have logged that the first reschedule was requested by the customer herself due to a sick petOn February 23rd the customer called our office and spoke to our secretary very upset that her windows were not cappedThe secretary said she would have *** *** to call her backWhen *** *** learned of the customers reason for calling and how upset she was, he talked with several of the installers to try and come up with a plan to cap the windows that would satisfy her*** *** called her back that afternoon and told her that we would schedule Wednesday February the 28th to try and cap her windowsUsing very foul language the customer instantly refused this attempt and said she wanted a full refund*** *** explained to her that we could either try and cap the windows or return the $that she was originally charged for to capAt this point the customer ended the conversation by hanging up the phone*** *** acknowledged that the $should have been deducted from the final bill but failed to inform the secretary of the changeFor this we offer our sincere apologyWe will be issuing a refund for the capping portion of the job immediatelyHowever, a full refund is not possible while the customers has the windows installedWe are still willing to try and cap the exteriorIt is also worth noting that this is the second time this family has used our company or windows, having installed a house full windows back in

Next year our company will be celebrating 60 years in business. We have tens of thousands of satisfied customers and hundreds of thousands of windows installed in the local tri-state area. We have an outstanding reputation for the products we sell and are well known for providing excellent service. We let our companies history speak for itself. As we stated in the previous response, a refund for the amount of the caps was mailed on 2-26-18. An embarrassing oversight that we apologised for. The 5 windows installed function as designed and do not require capping. They are fully warranted and should not be of any concern. Not all windows we install require capping.If this explanation is not satisfactory to the customer, the only possible solution would be to have another company install their windows and return our 5 windows. At that point we would be glad to refund the balance. If this scenario would play out, it would be the first time in the companies history, that we would be aware of, that a customer was dissatisfied and removed our windows in favor of another. Our offer would need to be accepted in a reasonable amount of time. As far as having done any work for the customers family in the past? We do have a contract dated from May 2004 in which the contract has the same last name and same address. We had assumed this was the same family, or a relative who may have owned the home prior to 2011? If we are in error here we apologize. Best Regards, [redacted]