We received the complaint and are reviewing the factsIf money is owed to [redacted] we have every intention of fulfilling his requestThank you very much.Date: Thu, Aug 25, at 10:AMSubject: complaint id [redacted] To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org> [redacted] After further review, we found that [redacted] ***’s credit card was refunded on 8/They should be made whole againThanks!Brian W
Dear [redacted] and Revdex.com, We apologize for the late arrival of our project manager for your measure appointment We strive to meet our commitments and understand the negative impact on our customers and our business when we fail There appears to have been some misunderstanding from the start as to the process of measuring if you were planning to leave for work at 12:when we were scheduled to arrive by 12: The measure appointment is used to not only measure for the product, but also fully document the scope of the work to be performed Adequate time for this process is necessary to achieve the best results for you We take full responsibility for this misunderstanding, and apologize for the inconvenience Our records indicate that you spoke with one of our sales managers on March 23, and he immediately started the process to cancel your contract and process a refund The amount of your deposit was credited back on your credit card on March 30, which is well within the business day refund processing time stated in your contract We trust that this is the outcome you were seeking Please do not hesitate to contact me directly if I can be of further service Sincerely, Brian *W***, Vice President
Dear Revdex.com and Ms***: Thank you for the opportunity to respond to your complaint We have been informed by our insurance company that Ms [redacted] is represented by an attorney in this matter, and the insurance adjuster has attempted to communicate with the attorney both by telephone and by letter When a party retains an attorney to handle a complaint, all communication relative to the complaint should be communicated through the attorney in order to reach a settlement We very much desire that Ms***’s complaint be resolved and we are working with our insurance company to assure that result We respectfully req [redacted] that Ms [redacted] contact her attorney and encourage the continued communication necessary to reach a settlement Sincerely, Brian FW [redacted] Vice President
Dear Revdex.com and [redacted] , We acknowledge that there have been difficulties and resulting inconvenience to the customer in fulfilling the contract as planned [redacted] has been working with her project coordinator, a senior project manager, and a senior manager to bring the project to resolution, including changes to the scope of work Service appointments have been set to remedy any remaining issues with the installed products We apologize for her disappointment and inconvenience We are committed to reaching a satisfactory solution, including compensation to [redacted] We trust that she will continue to communicate with management to reach that end Sincerely, Brian *W [redacted] Vice President
Date: Tue, Dec 12, at 7:AMSubject: FW: UPDATE: [redacted] - Revdex.com complaint # [redacted] .To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org>***,Sorry for the delayed responseI have been out of the officeSee below for [redacted] resolutionThanks.Brian From: [redacted] *** Sent: Monday, December 11, 4:PMSubject: RE: UPDATE: [redacted] - Revdex.com complaint # [redacted] The customer is set for 1/18/
Dear [redacted] and Revdex.com: Our records indicate that you contacted us to cancel your contract, and that request was forwarded to one of our sales managers, which is our business procedure The sales manager placed calls to you on Monday morning, June and Tuesday, June 9, reaching voice mail and leaving a message both times Unaware of your cancellation, your sales representative reached out to you by email on June 9, and you informed him of the cancellation by return email Even without the direct communication between the sales manager and the customer which is most desirable, we took the steps to cancel your contract immediately Your credit card was not processed for a deposit, and we have cancelled the finance authorization with the outside finance companyWe trust that this is the outcome you were seeking There is one additional step that you should take, and that is to contact the finance company directly if you wish to close your account with them That request can only come from you, not us If you have questions on how to proceed, you are invited to email [email protected] directly for instructions We do not feel it appropriate to place any personal information related to your account on this public forum We understand from your email correspondence with the sales representative that you cancelled your contract because you found a product that meets your needs for a lower price than ours This is not surprising as we do not claim to be the cheapest product on the market We are unable to comment on your complaints about high pressure selling techniques or marketing as these are not substantiated Should you wish to discuss these complaints in more detail, you are invited to contact me directly Sincerely, Brian *W***, Vice President
[redacted] We are explicitly answering the questions posed by the customer although we believe the matter should be handled in a private forum The customer's contract shows that no down payment was due because 100% financing was accepted pursuant to a telephone approval by a third party lender Such approval was conditioned upon receipt of various information per the lender's requirements The final payment was due upon substantial completion of the project The project was completed on February 18, 2015; therefore, February 18, is the due date for payment in full The customer's letter of March was answered on March 19, Collection efforts on the debt were commenced within statutory limits The letter we mailed on March 19, states, in part: "We acknowledge your desire to safeguard your personal identifying information Transmission of your information via an unencrypted email from our employee to you was less secure than encrypted email or other possible alternatives; however, it did not violate any federal or state laws applicable to our business To our knowledge, no data breach occurred which would require disclosure or remedy by any authority." The nature of the personal correspondence at issue was a new finance application in an effort to obtain unaltered documents acceptable to the third party finance company The customer had previously altered the finance application and paperwork in a manner unacceptable to the lender In an attempt to be accommodating, our employee overstepped by completing the application blanks with the borrower's information, then forwarding to the customer for signature As stated in our letter, we do not believe this action violates any laws applicable to our company, nor does it require disclosure as a data breach We apologize for the distress this action has caused Also as stated in our letter of March 19, the customer was presented with two alternatives to satisfy the account: either submit acceptable paperwork to the lender for financing approval, or pay the balance in full by other means (cash, check or credit card) We know of no reason not to expect the customer to pay for the products received Sincerely, Brian FW [redacted] Vice President
Dear [redacted] and Revdex.com,Thank you for the opportunity to respond to this complaint [redacted] is correct that the first window did not match what he contracted for, and there were issues with the performance of the installation team We sincerely apologize for the errors and the resulting inconvenience As stated by [redacted] , the second installation went well and the issue of compensation had not been resolved by the time of his complaint We believe we have reached agreement and [redacted] has accepted our settlement.Should there be any remaining issues, you are invited to contact me directly.Sincerely,Brian *W***, Vice President
Dear Ms [redacted] and Revdex.com: Thank you for bringing this situation to our attention We apologize for your inconvenience, and especially for any delays in our response It is unfortunate that we are not always able to send a technician out the very next day if a service requires more time than expected It is my understanding that we did complete the repairs of both the window and any remaining drywall on November 22, confirmed by Ms [redacted] by telephone on November If there are any issues remaining I urge you to contact me directly Thank you for the opportunity to be of service Sincerely, Brian FW***, Vice President
Dear Ms [redacted] and Revdex.com: Thank you for the opportunity to correct the issues reported in your post When we investigated the complaint, we found that Ms**'s project coordinator failed to schedule the service to correct the capping issue and did not respond timely to the customer's follow-up attempts to resolve it Since receiving the complaint, we have communicated with the customer, inspected the installation, ordered necessary materials and scheduled the service to correct all issues We have reassigned the project to a supervisor, with department manager oversight Together, they will make sure the customer is fully pleased with the results We appreciate you bringing this issue to our attention, and we apologize for the inconvenience you have experienced Please feel free to contact me directly should you need further assistance Sincerely, Brian FW [redacted] Vice President
We received the complaint and are reviewing the factsIf money is owed to [redacted] we have every intention of fulfilling his requestThank you very much.Date: Thu, Aug 25, at 10:AMSubject: complaint id [redacted] To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org> [redacted] After further review, we found that [redacted] ***’s credit card was refunded on 8/They should be made whole againThanks!Brian W
Dear [redacted] and Revdex.com, We apologize for the late arrival of our project manager for your measure appointment We strive to meet our commitments and understand the negative impact on our customers and our business when we fail There appears to have been some misunderstanding from the start as to the process of measuring if you were planning to leave for work at 12:when we were scheduled to arrive by 12: The measure appointment is used to not only measure for the product, but also fully document the scope of the work to be performed Adequate time for this process is necessary to achieve the best results for you We take full responsibility for this misunderstanding, and apologize for the inconvenience Our records indicate that you spoke with one of our sales managers on March 23, and he immediately started the process to cancel your contract and process a refund The amount of your deposit was credited back on your credit card on March 30, which is well within the business day refund processing time stated in your contract We trust that this is the outcome you were seeking Please do not hesitate to contact me directly if I can be of further service Sincerely, Brian *W***, Vice President
Dear Revdex.com and Ms***: Thank you for the opportunity to respond to your complaint We have been informed by our insurance company that Ms [redacted] is represented by an attorney in this matter, and the insurance adjuster has attempted to communicate with the attorney both by telephone and by letter When a party retains an attorney to handle a complaint, all communication relative to the complaint should be communicated through the attorney in order to reach a settlement We very much desire that Ms***’s complaint be resolved and we are working with our insurance company to assure that result We respectfully req [redacted] that Ms [redacted] contact her attorney and encourage the continued communication necessary to reach a settlement Sincerely, Brian FW [redacted] Vice President
Dear Revdex.com and [redacted] , We acknowledge that there have been difficulties and resulting inconvenience to the customer in fulfilling the contract as planned [redacted] has been working with her project coordinator, a senior project manager, and a senior manager to bring the project to resolution, including changes to the scope of work Service appointments have been set to remedy any remaining issues with the installed products We apologize for her disappointment and inconvenience We are committed to reaching a satisfactory solution, including compensation to [redacted] We trust that she will continue to communicate with management to reach that end Sincerely, Brian *W [redacted] Vice President
Date: Tue, Dec 12, at 7:AMSubject: FW: UPDATE: [redacted] - Revdex.com complaint # [redacted] .To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org>***,Sorry for the delayed responseI have been out of the officeSee below for [redacted] resolutionThanks.Brian From: [redacted] *** Sent: Monday, December 11, 4:PMSubject: RE: UPDATE: [redacted] - Revdex.com complaint # [redacted] The customer is set for 1/18/
Dear [redacted] and Revdex.com: Our records indicate that you contacted us to cancel your contract, and that request was forwarded to one of our sales managers, which is our business procedure The sales manager placed calls to you on Monday morning, June and Tuesday, June 9, reaching voice mail and leaving a message both times Unaware of your cancellation, your sales representative reached out to you by email on June 9, and you informed him of the cancellation by return email Even without the direct communication between the sales manager and the customer which is most desirable, we took the steps to cancel your contract immediately Your credit card was not processed for a deposit, and we have cancelled the finance authorization with the outside finance companyWe trust that this is the outcome you were seeking There is one additional step that you should take, and that is to contact the finance company directly if you wish to close your account with them That request can only come from you, not us If you have questions on how to proceed, you are invited to email [email protected] directly for instructions We do not feel it appropriate to place any personal information related to your account on this public forum We understand from your email correspondence with the sales representative that you cancelled your contract because you found a product that meets your needs for a lower price than ours This is not surprising as we do not claim to be the cheapest product on the market We are unable to comment on your complaints about high pressure selling techniques or marketing as these are not substantiated Should you wish to discuss these complaints in more detail, you are invited to contact me directly Sincerely, Brian *W***, Vice President
[redacted] We are explicitly answering the questions posed by the customer although we believe the matter should be handled in a private forum The customer's contract shows that no down payment was due because 100% financing was accepted pursuant to a telephone approval by a third party lender Such approval was conditioned upon receipt of various information per the lender's requirements The final payment was due upon substantial completion of the project The project was completed on February 18, 2015; therefore, February 18, is the due date for payment in full The customer's letter of March was answered on March 19, Collection efforts on the debt were commenced within statutory limits The letter we mailed on March 19, states, in part: "We acknowledge your desire to safeguard your personal identifying information Transmission of your information via an unencrypted email from our employee to you was less secure than encrypted email or other possible alternatives; however, it did not violate any federal or state laws applicable to our business To our knowledge, no data breach occurred which would require disclosure or remedy by any authority." The nature of the personal correspondence at issue was a new finance application in an effort to obtain unaltered documents acceptable to the third party finance company The customer had previously altered the finance application and paperwork in a manner unacceptable to the lender In an attempt to be accommodating, our employee overstepped by completing the application blanks with the borrower's information, then forwarding to the customer for signature As stated in our letter, we do not believe this action violates any laws applicable to our company, nor does it require disclosure as a data breach We apologize for the distress this action has caused Also as stated in our letter of March 19, the customer was presented with two alternatives to satisfy the account: either submit acceptable paperwork to the lender for financing approval, or pay the balance in full by other means (cash, check or credit card) We know of no reason not to expect the customer to pay for the products received Sincerely, Brian FW [redacted] Vice President
Dear [redacted] and Revdex.com,Thank you for the opportunity to respond to this complaint [redacted] is correct that the first window did not match what he contracted for, and there were issues with the performance of the installation team We sincerely apologize for the errors and the resulting inconvenience As stated by [redacted] , the second installation went well and the issue of compensation had not been resolved by the time of his complaint We believe we have reached agreement and [redacted] has accepted our settlement.Should there be any remaining issues, you are invited to contact me directly.Sincerely,Brian *W***, Vice President
Dear Ms [redacted] and Revdex.com: Thank you for bringing this situation to our attention We apologize for your inconvenience, and especially for any delays in our response It is unfortunate that we are not always able to send a technician out the very next day if a service requires more time than expected It is my understanding that we did complete the repairs of both the window and any remaining drywall on November 22, confirmed by Ms [redacted] by telephone on November If there are any issues remaining I urge you to contact me directly Thank you for the opportunity to be of service Sincerely, Brian FW***, Vice President
Dear Ms [redacted] and Revdex.com: Thank you for the opportunity to correct the issues reported in your post When we investigated the complaint, we found that Ms**'s project coordinator failed to schedule the service to correct the capping issue and did not respond timely to the customer's follow-up attempts to resolve it Since receiving the complaint, we have communicated with the customer, inspected the installation, ordered necessary materials and scheduled the service to correct all issues We have reassigned the project to a supervisor, with department manager oversight Together, they will make sure the customer is fully pleased with the results We appreciate you bringing this issue to our attention, and we apologize for the inconvenience you have experienced Please feel free to contact me directly should you need further assistance Sincerely, Brian FW [redacted] Vice President