[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 is satisfactory to meI regret to inform you that I have read the option and I hit the acceptance button by mistake By the time I realized this, the statement was gone I will accept the offer and just get something else to take up the slack; because of the way they do their business, after the new project, I will not be doing business with them anymore It seems that they are, to me, a rip off This is what I wanted to add to the acceptanceRegards, [redacted]
[redacted] [redacted] I am rejecting this response because:Greetings,Thank you for responding promptly to my correspondence It is unfortunate that this has turn out this way, however; I am willing to do a month to month payment plan up to months to rectify this situation Additionally, I am not in receipt of any correspondence from you on March 19, and that would explain the reasoning why this situation resulted the way it was presented Nonetheless, I'm making an effort to work with you in getting this resolve in a civilize mannerUnfortunately, a month payment plan of $270.00; this will be the best option moving forward Please understand that phone calls are not permissible because it would be considered hearsay This site would be the best option because it keeps good documentation for my protection To date, we are awaiting a presentment from you so payments can be initiated in honor.Regards, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:I have been complaining to them since approx weeks after installation !!!!!!!
Regards,
*** ***
Dear *** *** and Revdex.com:
Thank you for the opportunity to respond to your complaint. Misunderstandings over important terms such as the right to cancel, the time limit for cancellation with full refund, and cancellation fees are the reason the home improvement industry is required to do
business by contract, not by verbal communication. This is *** ***'s third contract with Thompson Creek, and the right to cancel within three business days for full refund has always been prominently written on our contract as required by law. Additionally, the 20% liquidated damages in the case of late cancellation is likewise in writing on the contract and has always been so.
Thompson Creek acted in good faith to try to obtain financing for the customer, finally getting approval but on terms the customer did not wish to move forward with. Per her correspondence, she then communicated that she would go forward with a cash purchase. The delays in mailing paperwork appear to have been impacted by the Memorial Day holiday weekend, and nothing more. In the end, it appears she decided to pursue a different product or service for the home. This clearly falls in the definition of a late cancellation under the terms of the contract
In consideration of her prior business, our sales manager offered that *** *** would be offered credit in the amount of the cancellation fee on any future contract. We hope that the customer understands that this offer of future credit goes beyond our general policy on late cancellations
If there are any further questions, I invite you to contact me directly
Sincerely,
Brian *W***, Vice President
Dear Ms*** and Revdex.com, Thank you for tbe opportunity to address this complaintWe apologize for the doors not performing to your expectationsWe are addressing the sales communications that contributed to your dissatisfactionThe process of your money-back guarantee is underway, and we
expect to have your refund in your hands by the end of next week.Please feel free to contact me directly should you have any further concerns.Sincerely,Brian FW***, Vice President
Dear *** *** and Revdex.com,
We apologize for knocking at the door of *** *** after we made the commitment not to do so. Following this complaint, we reviewed our procedures and training of staff to determine what went wrong in this case. We found that the address was correctly
flagged and communicated, but in the end the field staff person simply made a mistake and approached the home in error. We have addressed the issue in this case, and we will continue to reinforce the correct procedure with training and close supervision
We appreciate this feedback and the opportunity to improve. Again, we apologize and will make every effort to assure it does not happen again
Sincerely,
Brian *W***
Vice President
Dear Revdex.com and *** ***,
Thank you for the opportunity to respond. Please accept our apology for any inconvenience you may have experienced
We do want to conduct our company lawfully and courteously at all timesThe primary duty of field marketers employed by Thompson
Creek Window Company (“Thompson Creek”) is to visit neighborhoods to advise homeowners that Thompson Creek offers free estimates for replacement windows and other home improvement goods and services. Field Marketers do not sell or attempt to sell any goods or services and their work in the field is limited to setting appointments with those homeowners who express an interest in Thompson Creek’s goods and services. Even if a homeowner wanted to buy our products, he/she could not buy from our field marketer
Most importantly, we are concerned about the preferences of homeowners and certainly respect that you may not want us to knock on your door. We will make a record of your name and address and make sure that our representatives do not knock on your door in the future. Thank you again for your feedback
Respectfully,
Brian *W***
Vice President
Dear Mr*** and Revdex.com:
Thank you for the opportunity to respond to your complaint. Our records indicate that you met one of our Field Marketers in June and set an appointment for a free estimate. When we called to confirm the appointment, the appointment was cancelled due to an
inconvenient time. In all of the attempts to reach you since that time, it appears that we never got an answer other than voicemail, so we were unaware that you were not interested in our company or products. We apologize for any inconvenience
We do respect your desire not to be contacted. Following your complaint, we have flagged your record and will avoid calling you further without your consent
Sincerely,
Brian FW***, Vice President
Dear *** *** and Revdex.com: Thank you for the opportunity for us to respond to this complaintWe have been working with *** *** since October, when he reported that he was not satisfied with the appearance of his windows. The windows were installed in June, 2015, and this was the
first report of any dissatisfaction*** ***’s feedback from the installation reads “Crew did a great job.” We maintain that the replacement windows were installed using quality materials and workmanlike methods typical for the industryWe are committed to reaching a satisfactory resolution with *** ***. The details of the installation method, and any changes contemplated, are best discussed between us and our customer. To that end, our Director of Field Installation has req***ed a meeting at the customer’s home to fully explore the issues and to address *** ***’s concernsTwo dates next week have been proposed, and we are awaiting the customer’s responseWe will remain available should *** *** or Revdex.com have further inquiries through the forumSincerely, Brian *W***, Vice President
Dear *** ***, *** *** and Revdex.com:Thank you for the opportunity to review this complaint, and the circumstances that led to the customer's dissatisfaction. The morning of the customer's first scheduled installation date was Monday, January 9, 2017. That day the overnight low
was in the teens, and high for the day forecast to be in the 20's for the second day in a row. When the crews and management determined that weather conditions were not safe for outdoor installation work, *** *** and *** ***'s job was cancelled for the day and our cancellation/rescheduling team was tasked to notify the customer along with many others to be rescheduled for the same reason. We agree that our team failed to notify *** *** timely and we sincerely apologize. This failure was an isolated event; however, we understand that it was a 100% failure to our customer. *** *** and our manager agreed on compensation for his inconvenience and we hope that he remains pleased with his purchase otherwise.Per the customer's request, we have flagged their account so that they will not be the subject of marketing offers in the future. This flag can be removed at any time if the customer so chooses.Sincerely,Brian FW***, Vice President
We have ordered a new SGD from window shapes for this customer We have scheduled a final installation appointment for Saturday, 12/17/ During this appointment, we will R&R SGDs and replacing SGD We are installing sill pans in both SGD frames during the install as well. Brandi (the assigned Service Coordinator) spoke with the customer this afternoon and she is satisfied with our appt day and the work we have scheduled to take place We have scheduled a Tow-to-Shore for next Wednesday, 11/30/ During our Tow-to-Shore meeting, we will finalize all necessary details to ensure that our next visit is our last. Please let me know if I can provide any further information on this. Thanks,
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Dear *** *** and Revdex.com:
Thank you for the opportunity to respond to this complaint. We believe the proper venue for this complaint is not Revdex.com since it is a matter of collection of a debt pursuant to a contract. The details of the case include private matters of the customer and the public
forum is inappropriate
We will state that we do have a valid contract with the customer, that the issues presented by his letter in March of were responded to by letter, also in March of 2015. More recent correspondence and the matter of collection will be handled in a businesslike and respectful manner. Any complaints that the customer has should be handled in like manner
Sincerely,
Brian FW***, Vice President
Dear Revdex.com and Mr***,
Thank you for the opportunity to respond. Please accept our apology for any inconvenience you may have experienced
We strive to conduct our business activities courteously at all timesThe purpose our visit to your neighborhood is to advise
homeowners that Thompson Creek offers free estimates for replacement windows and other home improvement goods and services. Mentioning the names of neighbors for whom we have provided services offers the opportunity to check our references and review the quality of our work. If our field marketer was discourteous or did not respond to your request to end the conversation, we apologize. We have reported your complaint to the marketing manager and he is addressing the concerns with training and other appropriate measures. We are grateful for the valuable information provided by your frank and detailed comments
Most importantly, we are concerned about the preferences of homeowners and certainly respect that you may not want us to knock on your door. We will make a record of your name and address and make sure that our representatives do not knock on your door in the future. Thank you again for your feedback
Respectfully,
Brian FW***
Vice President
Dear Revdex.com and Ms***,
We appreciate feedback about our company, and we especially do not want our actions to cause inconvenience.
Our records indicate that Ms*** met with one of our field marketers on March and made a sales appointment for March 30, expressing an interest in
doors. Our policy is to confirm demonstration appointments in advance, so we attempted to confirm by phone and email prior to the March appointment. When the contacts were not answered, we left voicemail. Without a confirmation we did not send a sales person to the home. Since that time, we have attempted to call to set a new appointment, acting on her expression of interest in our products. Upon receipt of this complaint, we flagged the customer record so that no further calls will be made to Ms***. We would have been glad to do this earlier had we known our attempts were not welcome
We hope Ms*** will contact us if we can be of assistance in the future
Sincerely,
Brian FW***
Vice President
[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 ***, and find that this resolution is satisfactory to me I'd like to thank everyone for their help in resolving this We currently have a date of June 8th for the repairs to be completedIf this date needs to be changed due to weather or order delays I understand just as long as the work is completed by the end of June.
Regards,
*** **
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***From: *** *** Date: Thu, Sep 15, at 1:PMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected] you for your assistance this issue has been resolved
Dear *** *** and Revdex.com,Thank you for the opportunity for us to respond to this complaint. We are very sorry for the inconvenience of the customer while waiting for resolution of the current product issues. We changed our supplier of sliding glass doors subsequent to *** ***'s
purchase, but we continue to service and support the doors sold prior to the change. Unfortunately, we have had increasing difficulty in the past year with the vendor turn-around time on the door models sold to *** ***. We are pleased to advise that all of the panels he is waiting for have been received in our warehouse and we expect to successfully complete the service scheduled for April 6. We apologize for last minute rescheduling and any communication issues *** *** has experienced. A great deal of the problem rests with other departments or the vendor as mentioned above; however, upon review we believe *** *** will benefit from reassignment of his account. His new coordinator is Stacy B***. Stacy will be glad to refer his concerns to management at any time upon request.If *** *** continues to have issues with the doors, we will be glad to expand our review to determine if there are factors other than wear or product defects involved. If there are additional concerns, please feel free to contact me directly.Sincerely,Brian *W***, Vice President
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:Date: Tue, Sep 27, at 9:AMSubject: PLEASE RE-OPEN CLAIM ID#***To: "***" Cc: "***" Mr***, I would like this claim to remain open until the matter has been resolved with Thompson Creek I have not retained an attorney to mitigate this complaint In fact I reached out to an attorney to see what options I had to get this matter resolved without going to court.Thompson Creek reached out to the attorney and she informed them that I was not her client and they could contact me directly However, Thompson Creek failed to relay this information to their insurance adjuster which causedthe delay in the adjuster reaching out to me.Their insurance adjuster is scheduled to come out on Wednesday Sept 28th to inspect the property damage.V/R,
Regards,
*** ***
[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 is satisfactory to meI regret to inform you that I have read the option and I hit the acceptance button by mistake By the time I realized this, the statement was gone I will accept the offer and just get something else to take up the slack; because of the way they do their business, after the new project, I will not be doing business with them anymore It seems that they are, to me, a rip off This is what I wanted to add to the acceptanceRegards, [redacted]
[redacted] [redacted] I am rejecting this response because:Greetings,Thank you for responding promptly to my correspondence It is unfortunate that this has turn out this way, however; I am willing to do a month to month payment plan up to months to rectify this situation Additionally, I am not in receipt of any correspondence from you on March 19, and that would explain the reasoning why this situation resulted the way it was presented Nonetheless, I'm making an effort to work with you in getting this resolve in a civilize mannerUnfortunately, a month payment plan of $270.00; this will be the best option moving forward Please understand that phone calls are not permissible because it would be considered hearsay This site would be the best option because it keeps good documentation for my protection To date, we are awaiting a presentment from you so payments can be initiated in honor.Regards, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:I have been complaining to them since approx weeks after installation !!!!!!!
Regards,
*** ***
Dear *** *** and Revdex.com:
Thank you for the opportunity to respond to your complaint. Misunderstandings over important terms such as the right to cancel, the time limit for cancellation with full refund, and cancellation fees are the reason the home improvement industry is required to do
business by contract, not by verbal communication. This is *** ***'s third contract with Thompson Creek, and the right to cancel within three business days for full refund has always been prominently written on our contract as required by law. Additionally, the 20% liquidated damages in the case of late cancellation is likewise in writing on the contract and has always been so.
Thompson Creek acted in good faith to try to obtain financing for the customer, finally getting approval but on terms the customer did not wish to move forward with. Per her correspondence, she then communicated that she would go forward with a cash purchase. The delays in mailing paperwork appear to have been impacted by the Memorial Day holiday weekend, and nothing more. In the end, it appears she decided to pursue a different product or service for the home. This clearly falls in the definition of a late cancellation under the terms of the contract
In consideration of her prior business, our sales manager offered that *** *** would be offered credit in the amount of the cancellation fee on any future contract. We hope that the customer understands that this offer of future credit goes beyond our general policy on late cancellations
If there are any further questions, I invite you to contact me directly
Sincerely,
Brian *W***, Vice President
Dear Ms*** and Revdex.com, Thank you for tbe opportunity to address this complaintWe apologize for the doors not performing to your expectationsWe are addressing the sales communications that contributed to your dissatisfactionThe process of your money-back guarantee is underway, and we
expect to have your refund in your hands by the end of next week.Please feel free to contact me directly should you have any further concerns.Sincerely,Brian FW***, Vice President
Dear *** *** and Revdex.com,
We apologize for knocking at the door of *** *** after we made the commitment not to do so. Following this complaint, we reviewed our procedures and training of staff to determine what went wrong in this case. We found that the address was correctly
flagged and communicated, but in the end the field staff person simply made a mistake and approached the home in error. We have addressed the issue in this case, and we will continue to reinforce the correct procedure with training and close supervision
We appreciate this feedback and the opportunity to improve. Again, we apologize and will make every effort to assure it does not happen again
Sincerely,
Brian *W***
Vice President
Dear Revdex.com and *** ***,
Thank you for the opportunity to respond. Please accept our apology for any inconvenience you may have experienced
We do want to conduct our company lawfully and courteously at all timesThe primary duty of field marketers employed by Thompson
Creek Window Company (“Thompson Creek”) is to visit neighborhoods to advise homeowners that Thompson Creek offers free estimates for replacement windows and other home improvement goods and services. Field Marketers do not sell or attempt to sell any goods or services and their work in the field is limited to setting appointments with those homeowners who express an interest in Thompson Creek’s goods and services. Even if a homeowner wanted to buy our products, he/she could not buy from our field marketer
Most importantly, we are concerned about the preferences of homeowners and certainly respect that you may not want us to knock on your door. We will make a record of your name and address and make sure that our representatives do not knock on your door in the future. Thank you again for your feedback
Respectfully,
Brian *W***
Vice President
Dear Mr*** and Revdex.com:
Thank you for the opportunity to respond to your complaint. Our records indicate that you met one of our Field Marketers in June and set an appointment for a free estimate. When we called to confirm the appointment, the appointment was cancelled due to an
inconvenient time. In all of the attempts to reach you since that time, it appears that we never got an answer other than voicemail, so we were unaware that you were not interested in our company or products. We apologize for any inconvenience
We do respect your desire not to be contacted. Following your complaint, we have flagged your record and will avoid calling you further without your consent
Sincerely,
Brian FW***, Vice President
Dear *** *** and Revdex.com: Thank you for the opportunity for us to respond to this complaintWe have been working with *** *** since October, when he reported that he was not satisfied with the appearance of his windows. The windows were installed in June, 2015, and this was the
first report of any dissatisfaction*** ***’s feedback from the installation reads “Crew did a great job.” We maintain that the replacement windows were installed using quality materials and workmanlike methods typical for the industryWe are committed to reaching a satisfactory resolution with *** ***. The details of the installation method, and any changes contemplated, are best discussed between us and our customer. To that end, our Director of Field Installation has req***ed a meeting at the customer’s home to fully explore the issues and to address *** ***’s concernsTwo dates next week have been proposed, and we are awaiting the customer’s responseWe will remain available should *** *** or Revdex.com have further inquiries through the forumSincerely, Brian *W***, Vice President
Dear *** ***, *** *** and Revdex.com:Thank you for the opportunity to review this complaint, and the circumstances that led to the customer's dissatisfaction. The morning of the customer's first scheduled installation date was Monday, January 9, 2017. That day the overnight low
was in the teens, and high for the day forecast to be in the 20's for the second day in a row. When the crews and management determined that weather conditions were not safe for outdoor installation work, *** *** and *** ***'s job was cancelled for the day and our cancellation/rescheduling team was tasked to notify the customer along with many others to be rescheduled for the same reason. We agree that our team failed to notify *** *** timely and we sincerely apologize. This failure was an isolated event; however, we understand that it was a 100% failure to our customer. *** *** and our manager agreed on compensation for his inconvenience and we hope that he remains pleased with his purchase otherwise.Per the customer's request, we have flagged their account so that they will not be the subject of marketing offers in the future. This flag can be removed at any time if the customer so chooses.Sincerely,Brian FW***, Vice President
We have ordered a new SGD from window shapes for this customer We have scheduled a final installation appointment for Saturday, 12/17/ During this appointment, we will R&R SGDs and replacing SGD We are installing sill pans in both SGD frames during the install as well. Brandi (the assigned Service Coordinator) spoke with the customer this afternoon and she is satisfied with our appt day and the work we have scheduled to take place We have scheduled a Tow-to-Shore for next Wednesday, 11/30/ During our Tow-to-Shore meeting, we will finalize all necessary details to ensure that our next visit is our last. Please let me know if I can provide any further information on this. Thanks,
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Dear *** *** and Revdex.com:
Thank you for the opportunity to respond to this complaint. We believe the proper venue for this complaint is not Revdex.com since it is a matter of collection of a debt pursuant to a contract. The details of the case include private matters of the customer and the public
forum is inappropriate
We will state that we do have a valid contract with the customer, that the issues presented by his letter in March of were responded to by letter, also in March of 2015. More recent correspondence and the matter of collection will be handled in a businesslike and respectful manner. Any complaints that the customer has should be handled in like manner
Sincerely,
Brian FW***, Vice President
Dear Revdex.com and Mr***,
Thank you for the opportunity to respond. Please accept our apology for any inconvenience you may have experienced
We strive to conduct our business activities courteously at all timesThe purpose our visit to your neighborhood is to advise
homeowners that Thompson Creek offers free estimates for replacement windows and other home improvement goods and services. Mentioning the names of neighbors for whom we have provided services offers the opportunity to check our references and review the quality of our work. If our field marketer was discourteous or did not respond to your request to end the conversation, we apologize. We have reported your complaint to the marketing manager and he is addressing the concerns with training and other appropriate measures. We are grateful for the valuable information provided by your frank and detailed comments
Most importantly, we are concerned about the preferences of homeowners and certainly respect that you may not want us to knock on your door. We will make a record of your name and address and make sure that our representatives do not knock on your door in the future. Thank you again for your feedback
Respectfully,
Brian FW***
Vice President
Dear Revdex.com and Ms***,
We appreciate feedback about our company, and we especially do not want our actions to cause inconvenience.
Our records indicate that Ms*** met with one of our field marketers on March and made a sales appointment for March 30, expressing an interest in
doors. Our policy is to confirm demonstration appointments in advance, so we attempted to confirm by phone and email prior to the March appointment. When the contacts were not answered, we left voicemail. Without a confirmation we did not send a sales person to the home. Since that time, we have attempted to call to set a new appointment, acting on her expression of interest in our products. Upon receipt of this complaint, we flagged the customer record so that no further calls will be made to Ms***. We would have been glad to do this earlier had we known our attempts were not welcome
We hope Ms*** will contact us if we can be of assistance in the future
Sincerely,
Brian FW***
Vice President
[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 ***, and find that this resolution is satisfactory to me I'd like to thank everyone for their help in resolving this We currently have a date of June 8th for the repairs to be completedIf this date needs to be changed due to weather or order delays I understand just as long as the work is completed by the end of June.
Regards,
*** **
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***From: *** *** Date: Thu, Sep 15, at 1:PMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected] you for your assistance this issue has been resolved
Dear *** *** and Revdex.com,Thank you for the opportunity for us to respond to this complaint. We are very sorry for the inconvenience of the customer while waiting for resolution of the current product issues. We changed our supplier of sliding glass doors subsequent to *** ***'s
purchase, but we continue to service and support the doors sold prior to the change. Unfortunately, we have had increasing difficulty in the past year with the vendor turn-around time on the door models sold to *** ***. We are pleased to advise that all of the panels he is waiting for have been received in our warehouse and we expect to successfully complete the service scheduled for April 6. We apologize for last minute rescheduling and any communication issues *** *** has experienced. A great deal of the problem rests with other departments or the vendor as mentioned above; however, upon review we believe *** *** will benefit from reassignment of his account. His new coordinator is Stacy B***. Stacy will be glad to refer his concerns to management at any time upon request.If *** *** continues to have issues with the doors, we will be glad to expand our review to determine if there are factors other than wear or product defects involved. If there are additional concerns, please feel free to contact me directly.Sincerely,Brian *W***, Vice President
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:Date: Tue, Sep 27, at 9:AMSubject: PLEASE RE-OPEN CLAIM ID#***To: "***" Cc: "***" Mr***, I would like this claim to remain open until the matter has been resolved with Thompson Creek I have not retained an attorney to mitigate this complaint In fact I reached out to an attorney to see what options I had to get this matter resolved without going to court.Thompson Creek reached out to the attorney and she informed them that I was not her client and they could contact me directly However, Thompson Creek failed to relay this information to their insurance adjuster which causedthe delay in the adjuster reaching out to me.Their insurance adjuster is scheduled to come out on Wednesday Sept 28th to inspect the property damage.V/R,
Regards,
*** ***