We received your letter regarding a complaint from Mr*** *** of Bedford, TX, relating to a window installation of our product by Ecoview of Tarrant County.We have reviewed the needed items with *** *** of Ecoview Tarrant County, the installing dealer, and have made arrangements to
provide replacement product as Mr*** has requestedThe window and necessary parts are complete, and we will be delivering them to UPS for crating and shipping before the week’s endIt is our understanding that Mr***s will be performing the field work on this service.We also understand that Mr*** has asked for clarification regarding the product warranty for his windows, and noted that he has received a copy of the *** Group warrantyAs we are an *** member, Slocomb Windows is happy to honor that warranty.Please feel free to contact me if you have any questions, or need any further information.Yours truly,Carl S*President
October 5, 2017As a 30+ year manufacturer of windows distributed throughout the east coast and as far west as Indiana, we take customer service very seriouslyThe complainant (CONSUMER) who filed complaint ID *** purchased their windows from a customer of Slocomb Windows and Doors, Inc in
August of 2007.The consumer submitted a service request for her windows through the installing dealer in July of this yearAfter correspondence with the consumer, the service request was processed and forwarded to our service technicianAn appointment was arranged for September 15thUnfortunately, due to a clerical error, our service technician entered the service date as SEPTEMBER 5thAs the service was entered into his calendar after 9/5, he did not realize the error.When the consumer called on September 15th, we were unable to contact our service technician due to him working for the day in an area with poor cellphone receptionWithin the next week, he contacted the consumer and re-scheduled the serviceThe service was completed on the consumers window yesterday, Wednesday (10/4).The consumer has signed that the service was completed to her satisfactionShould you need any additional information regarding this complaint, please feel free to contact us.Sincerely,Elizabeth H.Customer Service Manager
[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because: While we truly appreciate the manufacturer's response to honor the warranty, we have yet to see the replacement window type, condition, and installation completionIf all goes well, you can check with me in to weeks for final resolution status
Regards,
*** ***
We received your letter regarding a complaint from Mr*** *** of Bedford, TX, relating to a window installation of our product by Ecoview of Tarrant County.We have reviewed the needed items with *** *** of Ecoview Tarrant County, the installing dealer, and have made arrangements to
*President
provide replacement product as Mr*** has requestedThe window and necessary parts are complete, and we will be delivering them to UPS for crating and shipping before the week’s endIt is our understanding that Mr***s will be performing the field work on this service.We also understand that Mr*** has asked for clarification regarding the product warranty for his windows, and noted that he has received a copy of the *** Group warrantyAs we are an *** member, Slocomb Windows is happy to honor that warranty.Please feel free to contact me if you have any questions, or need any further information.Yours truly,Carl S
October 5, 2017As a 30+ year manufacturer of windows distributed throughout the east coast and as far west as Indiana, we take customer service very seriouslyThe complainant (CONSUMER) who filed complaint ID *** purchased their windows from a customer of Slocomb Windows and Doors, Inc in
August of 2007.The consumer submitted a service request for her windows through the installing dealer in July of this yearAfter correspondence with the consumer, the service request was processed and forwarded to our service technicianAn appointment was arranged for September 15thUnfortunately, due to a clerical error, our service technician entered the service date as SEPTEMBER 5thAs the service was entered into his calendar after 9/5, he did not realize the error.When the consumer called on September 15th, we were unable to contact our service technician due to him working for the day in an area with poor cellphone receptionWithin the next week, he contacted the consumer and re-scheduled the serviceThe service was completed on the consumers window yesterday, Wednesday (10/4).The consumer has signed that the service was completed to her satisfactionShould you need any additional information regarding this complaint, please feel free to contact us.Sincerely,Elizabeth H.Customer Service Manager
See Attachment
[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because: While we truly appreciate the manufacturer's response to honor the warranty, we have yet to see the replacement window type, condition, and installation completionIf all goes well, you can check with me in to weeks for final resolution status
Regards,
*** ***