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 normal business procedure. The sales manager placed calls to you on Monday morning, June 8 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 company. We 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 false 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[redacted], Vice President
[redacted] [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 12 months to rectify this situation. Additionally, I am not in receipt of any correspondence from you on March 19, 2015 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 manner. Unfortunately, a 12 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]
We apologize for knocking at the door of [redacted] after we made the commitment not to do so. Thompson Creek maintains a list of homeowners who have requested that we not contact them, and [redacted]’s previous request is noted in our files. Following this...
complaint, we reviewed our procedures and training of staff to determine what went wrong. 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 understand that there may be security concerns such as those expressed by [redacted]. Let us take this opportunity to assure that Thompson Creek performs background checks on all employees, and we have never had a substantiated claim of any harm by our staff. Our inquiries are for the purpose of opening the possibility of doing business, and establishing a convenient time to engage with a homeowner. There is no other purpose.
We appreciate this feedback and the opportunity to improve. Again, we apologize and will make every effort to assure that [redacted] is not contacted by Thompson Creek again.
Sincerely,
Brian *. W[redacted]
Vice President
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. [redacted]’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.
[redacted]
We are explicitly answering the questions posed by the customer although we believe the matter should be handled in a private forum.
1. 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, 2015 is the due date for payment in full.
2. The customer's letter of March 2015 was answered on March 19, 2015. Collection efforts on the debt were commenced within statutory limits.
3. The letter we mailed on March 19, 2015 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 F. W[redacted] 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 [redacted], and find that this resolution is satisfactory to me. I 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]
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 23.
If there are any issues remaining I urge you to contact me directly. Thank you for the opportunity to be of service.
Sincerely,
Brian F. W[redacted], Vice President
We received the complaint and are reviewing the facts. If money is owed to [redacted] we have every intention of fulfilling his request. Thank you very much.Date: Thu, Aug 25, 2016 at 10:52 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 8/16. They should be made whole again. Thanks!Brian W
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
Dear [redacted] and Revdex.com:
Thank you for the opportunity to respond to this complaint. The response [redacted] initially received from our staff was in error due to a failure in training. The [redacted] have provided adequate information to substantiate a warranty claim. We...
apologize for this error and any inconvenience it may have caused. Management has become involved in resolving the [redacted]' issues and we believe we are now on the right track.
We are replacing all of the [redacted]' gutter system, and proper installation is assured. We stand behind our work and take responsibility for the mistakes of our staff and subcontractors. We hope the [redacted] are very pleased with their new system which is scheduled for October 11 at their convenience. Please feel free to contact me directly if there are further concerns.
Sincerely,
Brian W[redacted], Vice President
Dear Ms. ** 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 F. W[redacted]
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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Date: Tue, Dec 12, 2017 at 7:23 AMSubject: FW: UPDATE: Revdex.com customer [redacted] options - number 2 or 3To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>[redacted],See below for [redacted] resolution. Thanks very much.BrianSent: Monday, December 11, 2017 3:37 PM [redacted] – TCW recapped 14 windows and replaced 5 pairs of shutter plugs for this customer on 10/18/2017. Service/repairs complete. Customer satisfied. Please let me know if I can provide any further information on this customer. Thanks,Brian
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[redacted], Vice President
Date: Tue, Dec 12, 2017 at 7:22 AMSubject: FW: UPDATE: [redacted] - Revdex.com complaint #[redacted].To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>[redacted],Sorry for the delayed response. I have been out of the office. See below for [redacted] resolution. Thanks.Brian From: [redacted] Sent:...
Monday, December 11, 2017 4:04 PMSubject: RE: UPDATE: [redacted] - Revdex.com complaint #[redacted]. The customer is set for 1/18/2017
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 12:00 when we were scheduled to arrive by 12:00. 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 10 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[redacted], 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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] From: [redacted] <[redacted].com>Date: Sat, Oct 15, 2016 at 8:37 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>Reference our complaint (#[redacted]) regarding Thompson Creek Windows Company, They contacted us and have installed a brand new gutter system on our house at no cost. This time the installation was well done and several of their representatives were very responsive about making our situation "right". I looked online and could not find a place to send this comment which is why I am sending this message to you after receiving your e-mail regarding the initial complaint. We feel that it is only fair to advise you that Thompson Creek handled this situation quite well. Thank you [redacted] & [redacted]
[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 me.
Regards,
[redacted]
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 normal business procedure. The sales manager placed calls to you on Monday morning, June 8 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 company. We 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 false 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[redacted], Vice President
[redacted] [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 12 months to rectify this situation. Additionally, I am not in receipt of any correspondence from you on March 19, 2015 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 manner. Unfortunately, a 12 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]
Dear [redacted] and Revdex.com,
We apologize for knocking at the door of [redacted] after we made the commitment not to do so. Thompson Creek maintains a list of homeowners who have requested that we not contact them, and [redacted]’s previous request is noted in our files. Following this...
complaint, we reviewed our procedures and training of staff to determine what went wrong. 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 understand that there may be security concerns such as those expressed by [redacted]. Let us take this opportunity to assure that Thompson Creek performs background checks on all employees, and we have never had a substantiated claim of any harm by our staff. Our inquiries are for the purpose of opening the possibility of doing business, and establishing a convenient time to engage with a homeowner. There is no other purpose.
We appreciate this feedback and the opportunity to improve. Again, we apologize and will make every effort to assure that [redacted] is not contacted by Thompson Creek again.
Sincerely,
Brian *. W[redacted]
Vice President
Dear Revdex.com and Ms. [redacted]:
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. [redacted]’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 F. W[redacted]
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.
1. 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, 2015 is the due date for payment in full.
2. The customer's letter of March 2015 was answered on March 19, 2015. Collection efforts on the debt were commenced within statutory limits.
3. The letter we mailed on March 19, 2015 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 F. W[redacted] 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 [redacted], and find that this resolution is satisfactory to me. I 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]
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 23.
If there are any issues remaining I urge you to contact me directly. Thank you for the opportunity to be of service.
Sincerely,
Brian F. W[redacted], Vice President
We received the complaint and are reviewing the facts. If money is owed to [redacted] we have every intention of fulfilling his request. Thank you very much.Date: Thu, Aug 25, 2016 at 10:52 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 8/16. They should be made whole again. Thanks!Brian W
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
Dear [redacted] and Revdex.com:
Thank you for the opportunity to respond to this complaint. The response [redacted] initially received from our staff was in error due to a failure in training. The [redacted] have provided adequate information to substantiate a warranty claim. We...
apologize for this error and any inconvenience it may have caused. Management has become involved in resolving the [redacted]' issues and we believe we are now on the right track.
We are replacing all of the [redacted]' gutter system, and proper installation is assured. We stand behind our work and take responsibility for the mistakes of our staff and subcontractors. We hope the [redacted] are very pleased with their new system which is scheduled for October 11 at their convenience. Please feel free to contact me directly if there are further concerns.
Sincerely,
Brian W[redacted], Vice President
Dear Ms. ** 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 F. W[redacted]
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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Date: Tue, Dec 12, 2017 at 7:23 AMSubject: FW: UPDATE: Revdex.com customer [redacted] options - number 2 or 3To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>[redacted],See below for [redacted] resolution. Thanks very much.BrianSent: Monday, December 11, 2017 3:37 PM [redacted] – TCW recapped 14 windows and replaced 5 pairs of shutter plugs for this customer on 10/18/2017. Service/repairs complete. Customer satisfied. Please let me know if I can provide any further information on this customer. Thanks,Brian
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[redacted], Vice President
Date: Tue, Dec 12, 2017 at 7:22 AMSubject: FW: UPDATE: [redacted] - Revdex.com complaint #[redacted].To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>[redacted],Sorry for the delayed response. I have been out of the office. See below for [redacted] resolution. Thanks.Brian From: [redacted] Sent:...
Monday, December 11, 2017 4:04 PMSubject: RE: UPDATE: [redacted] - Revdex.com complaint #[redacted]. The customer is set for 1/18/2017
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 12:00 when we were scheduled to arrive by 12:00. 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 10 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[redacted], 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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] From: [redacted] <[redacted].com>Date: Sat, Oct 15, 2016 at 8:37 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>Reference our complaint (#[redacted]) regarding Thompson Creek Windows Company, They contacted us and have installed a brand new gutter system on our house at no cost. This time the installation was well done and several of their representatives were very responsive about making our situation "right". I looked online and could not find a place to send this comment which is why I am sending this message to you after receiving your e-mail regarding the initial complaint. We feel that it is only fair to advise you that Thompson Creek handled this situation quite well. Thank you [redacted] & [redacted]
[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 me.
Regards,
[redacted]