Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [redacted] continues to either be very forgetful or does not tell the truth The same man that came to our house to take measurements before the windows were ordered was the lead of the crew he claims to have hired last minute to do the install We suspected it was not his crew after seeing the infinity exteriors trailer and he later admitted after the second time that they were out for repairs that he had already paid them There are only missed calls from [redacted] One on July 8th and one on the morning he read our facebook review and that day he left a voicemail The phone records show that his account has holes in it It was back in May on the 23rd we made him aware of the glass patio door problem and he did not need the screen in stock to address this issue.The screen did finally come in and [redacted] and [redacted] came out to install it on July They were able to recreate the problem with it sticking and subsequently the frame bends [redacted] agreed there is a problem and is having the manufacturer come out to see what needs to be done We have a new screen, but cannot use it because it jumps off the track and bends if we do When I asked him who was supposed to look at the glass door, even after all of this, he was unaware of any problem! He came inside and I showed him how it closes on an angle like the picture included Again a problem for the manufacturer per *** He called me the next day to let me know the manufacturer will be out on 8/8.With all that we have dealt with, I do not feel this is resolved until the door is actually repaired Regards, [redacted] ***
Today Aluma-Trim, the factory rep and distribution rep went out to the ***'s homeThe door and screen were fixed and [redacted] stated she was pleased and satisfied with the corrections madeThank you
Here are our facts:The windows and patio door were purchased on February 2016.The owner wanted a Saturday install if April 2016.A week before my main installers mom passed away and I called Mr *** ro reschedule but they wanted to keep that date. My secondary crew did the
work and it was sub-par to our standards.I had the manufacture out on April 5th to game plan a solutionOn April 8th we tried the same crew to preform the fix. April 9th I checked in abd the ***s were still feeling a draftTo apologize I got them a $gift card to Di Carlos.Again not up to my standards.Sunday April 10th myself and another installer that has worked for us for years re- did all the window trim and made fixes to the windows that needed adjustmentsThe owner was happy and paid.May 24th Mr *** called to state the screen to the patio brokeI called *** Building Supply to order a new screenThey informed me the screen was on back order and had no ETA.( I have email if needed).For months I called *** and kept Mr***'s aware of the situation but only got his voice mail and no return calls.From there the customer took to social media They have made several posts to which we responded that when the screen came in we would replace it and adjust the patio door.The Facebook posts continued and on July our attorney sent a letter to please pull the damaging coments...that we always stand behind our work and can not do anything until the new screen is inThe screen arrived at 530pm Friday nightThe owner has been informed and we texted them to set up delivery and visit to view the patio door.Below is a post we sent as a response to *** ***'s rant on facebook:***, I'm truly sorry that you are unhappyAs a small business owner, we appreciate your business and take pride in making sure our customers are completely satisfiedWhile I acknowledge that the first install was not up to our standards, we have worked to make it rightThe contract was signed on Feb 16, not in MarchAs you remember, due to a death in the family, our originally discussed crew was unable to install on April 2ndYou did not want to reschedule, so we scheduled another crew for your install on April 2ndThis installation was unacceptable, and I appreciated you letting me know in such a timely mannerThis allowed for us to get the manufacture out to your home on April 5thThe trim was reinstalled on April 8th and 9th; I was out on April 10th to ensure that everything be completed up to manufacture standards and to ensure personally that you were comfortable with everythingAs I have shared with you, I received information on May 24th that the screen material for the door was on backorderI have called and left four voicemails for Mr*** during the time between then and now letting him know that it was still on backorder and that I hadn't forgotten about youUntil reading your review, I was unaware that there was an issue with the door, other than the screenI would love to take a look at it, and correct any problems with itI feel that your review is a very unfair representation of our exchangeI truly do take pride in the work that we do, and when problems arise, will own them and correct themAt no point have I not answered a phone call or not been willing to come to your homeI apologize for the frustrations on your end, and look forward to finding solutions that allow you to feel confident in the product and service you received!We love our customers and try go the extra mile so they are happyMistakes hsppen but we alwats want them rectified in a timely matterWe have never not answered or been in contactThank you for reviewing this email and for your time today.*** ***Aluma-Trim of America ###-###-####
Upon reviewing this case, the customer was offered the opportunity to be on a payment plan directly with us, but instead became hostile with our customer service department. Then when routine payments were being missed, the customer received pre-collection letters prior to this
being sent to our collection agency for contact. Our policy doesn't allow the collection agency to do anything to compromise someone's credit rating without our advanced approval. This customer's account has since been paid in full
While there continue to be some concerning falsehoods, I agree with Mrs*** that we were out on July to install a new screenAt this time both ***, *** and a rep from the manufacture were presentIt was clear there was an issue with the glass, as seen by both *** and the repIt is confusing why Mrs*** feels that we were unaware of the problem at this point, because it was communicated that the manufacture's engineer would be needed to fix the issueWe set up an appointment the following day for Aug 8.In regards to the communication log record attached to the reponse, this is not an accurate reflection of our communicationIt is stated that we spoke on May 23rd, yet that record was not on the communication logIt is also worth mentioning that it was not the same individual that measured the windows that installed themIt is perplexing and unclear where this assumption came fromAt no point have I been deceiftul during our interaction.While there is a great deal of confusion and apparent misunderstanding about prior communication exchanges, Aluma Trim is working to make the situation right and to provide the customer with a product that they are pleased with
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted] continues to either be very forgetful or does not tell the truth. The same man that came to our house to take measurements before the windows were ordered was the lead of the crew he claims to have hired last minute to do the install. We suspected it was not his crew after seeing the infinity exteriors trailer and he later admitted after the second time that they were out for repairs that he had already paid them. There are only 2 missed calls from [redacted]. One on July 8th and one on the morning he read our facebook review and that day he left a voicemail. The phone records show that his account has holes in it. It was back in May on the 23rd we made him aware of the glass patio door problem and he did not need the screen in stock to address this issue.The screen did finally come in and [redacted] and [redacted] came out to install it on July 28. They were able to recreate the problem with it sticking and subsequently the frame bends. [redacted] agreed there is a problem and is having the manufacturer come out to see what needs to be done. We have a new screen, but cannot use it because it jumps off the track and bends if we do. When I asked him who was supposed to look at the glass door, even after all of this, he was unaware of any problem! He came inside and I showed him how it closes on an angle like the picture included. Again a problem for the manufacturer per [redacted]. He called me the next day to let me know the manufacturer will be out on 8/8.With all that we have dealt with, I do not feel this is resolved until the door is actually repaired.
Regards,
[redacted]
Today Aluma-Trim, the factory rep and distribution rep went out to the [redacted]'s home. The door and screen were fixed and [redacted] stated she was pleased and satisfied with the corrections made. Thank you.
I am rejecting this response because:You are a GD lier never was offered payment plan and the incompitence of your accounts department did not enter payments on time I have a billing showing 3 months payments all made on same day and I will never use your services again .
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [redacted] continues to either be very forgetful or does not tell the truth The same man that came to our house to take measurements before the windows were ordered was the lead of the crew he claims to have hired last minute to do the install We suspected it was not his crew after seeing the infinity exteriors trailer and he later admitted after the second time that they were out for repairs that he had already paid them There are only missed calls from [redacted] One on July 8th and one on the morning he read our facebook review and that day he left a voicemail The phone records show that his account has holes in it It was back in May on the 23rd we made him aware of the glass patio door problem and he did not need the screen in stock to address this issue.The screen did finally come in and [redacted] and [redacted] came out to install it on July They were able to recreate the problem with it sticking and subsequently the frame bends [redacted] agreed there is a problem and is having the manufacturer come out to see what needs to be done We have a new screen, but cannot use it because it jumps off the track and bends if we do When I asked him who was supposed to look at the glass door, even after all of this, he was unaware of any problem! He came inside and I showed him how it closes on an angle like the picture included Again a problem for the manufacturer per *** He called me the next day to let me know the manufacturer will be out on 8/8.With all that we have dealt with, I do not feel this is resolved until the door is actually repaired Regards, [redacted] ***
Today Aluma-Trim, the factory rep and distribution rep went out to the ***'s homeThe door and screen were fixed and [redacted] stated she was pleased and satisfied with the corrections madeThank you
Here are our facts:The windows and patio door were purchased on February 2016.The owner wanted a Saturday install if April 2016.A week before my main installers mom passed away and I called Mr *** ro reschedule but they wanted to keep that date. My secondary crew did the
work and it was sub-par to our standards.I had the manufacture out on April 5th to game plan a solutionOn April 8th we tried the same crew to preform the fix. April 9th I checked in abd the ***s were still feeling a draftTo apologize I got them a $gift card to Di Carlos.Again not up to my standards.Sunday April 10th myself and another installer that has worked for us for years re- did all the window trim and made fixes to the windows that needed adjustmentsThe owner was happy and paid.May 24th Mr *** called to state the screen to the patio brokeI called *** Building Supply to order a new screenThey informed me the screen was on back order and had no ETA.( I have email if needed).For months I called *** and kept Mr***'s aware of the situation but only got his voice mail and no return calls.From there the customer took to social media They have made several posts to which we responded that when the screen came in we would replace it and adjust the patio door.The Facebook posts continued and on July our attorney sent a letter to please pull the damaging coments...that we always stand behind our work and can not do anything until the new screen is inThe screen arrived at 530pm Friday nightThe owner has been informed and we texted them to set up delivery and visit to view the patio door.Below is a post we sent as a response to *** ***'s rant on facebook:***, I'm truly sorry that you are unhappyAs a small business owner, we appreciate your business and take pride in making sure our customers are completely satisfiedWhile I acknowledge that the first install was not up to our standards, we have worked to make it rightThe contract was signed on Feb 16, not in MarchAs you remember, due to a death in the family, our originally discussed crew was unable to install on April 2ndYou did not want to reschedule, so we scheduled another crew for your install on April 2ndThis installation was unacceptable, and I appreciated you letting me know in such a timely mannerThis allowed for us to get the manufacture out to your home on April 5thThe trim was reinstalled on April 8th and 9th; I was out on April 10th to ensure that everything be completed up to manufacture standards and to ensure personally that you were comfortable with everythingAs I have shared with you, I received information on May 24th that the screen material for the door was on backorderI have called and left four voicemails for Mr*** during the time between then and now letting him know that it was still on backorder and that I hadn't forgotten about youUntil reading your review, I was unaware that there was an issue with the door, other than the screenI would love to take a look at it, and correct any problems with itI feel that your review is a very unfair representation of our exchangeI truly do take pride in the work that we do, and when problems arise, will own them and correct themAt no point have I not answered a phone call or not been willing to come to your homeI apologize for the frustrations on your end, and look forward to finding solutions that allow you to feel confident in the product and service you received!We love our customers and try go the extra mile so they are happyMistakes hsppen but we alwats want them rectified in a timely matterWe have never not answered or been in contactThank you for reviewing this email and for your time today.*** ***Aluma-Trim of America ###-###-####
Upon reviewing this case, the customer was offered the opportunity to be on a payment plan directly with us, but instead became hostile with our customer service department. Then when routine payments were being missed, the customer received pre-collection letters prior to this
being sent to our collection agency for contact. Our policy doesn't allow the collection agency to do anything to compromise someone's credit rating without our advanced approval. This customer's account has since been paid in full
While there continue to be some concerning falsehoods, I agree with Mrs*** that we were out on July to install a new screenAt this time both ***, *** and a rep from the manufacture were presentIt was clear there was an issue with the glass, as seen by both *** and the repIt is confusing why Mrs*** feels that we were unaware of the problem at this point, because it was communicated that the manufacture's engineer would be needed to fix the issueWe set up an appointment the following day for Aug 8.In regards to the communication log record attached to the reponse, this is not an accurate reflection of our communicationIt is stated that we spoke on May 23rd, yet that record was not on the communication logIt is also worth mentioning that it was not the same individual that measured the windows that installed themIt is perplexing and unclear where this assumption came fromAt no point have I been deceiftul during our interaction.While there is a great deal of confusion and apparent misunderstanding about prior communication exchanges, Aluma Trim is working to make the situation right and to provide the customer with a product that they are pleased with
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted] continues to either be very forgetful or does not tell the truth. The same man that came to our house to take measurements before the windows were ordered was the lead of the crew he claims to have hired last minute to do the install. We suspected it was not his crew after seeing the infinity exteriors trailer and he later admitted after the second time that they were out for repairs that he had already paid them. There are only 2 missed calls from [redacted]. One on July 8th and one on the morning he read our facebook review and that day he left a voicemail. The phone records show that his account has holes in it. It was back in May on the 23rd we made him aware of the glass patio door problem and he did not need the screen in stock to address this issue.The screen did finally come in and [redacted] and [redacted] came out to install it on July 28. They were able to recreate the problem with it sticking and subsequently the frame bends. [redacted] agreed there is a problem and is having the manufacturer come out to see what needs to be done. We have a new screen, but cannot use it because it jumps off the track and bends if we do. When I asked him who was supposed to look at the glass door, even after all of this, he was unaware of any problem! He came inside and I showed him how it closes on an angle like the picture included. Again a problem for the manufacturer per [redacted]. He called me the next day to let me know the manufacturer will be out on 8/8.With all that we have dealt with, I do not feel this is resolved until the door is actually repaired.
Regards,
[redacted]
Today Aluma-Trim, the factory rep and distribution rep went out to the [redacted]'s home. The door and screen were fixed and [redacted] stated she was pleased and satisfied with the corrections made. Thank you.
I am rejecting this response because:You are a GD lier never was offered payment plan and the incompitence of your accounts department did not enter payments on time I have a billing showing 3 months payments all made on same day and I will never use your services again .