Super Stop #1

Alside just let me know they had put the claim through *** ***, the actual manufacturer of the doorThey are saying it should be resolved by early next weekI apologize that it has not been taken care of soonerI turned it ove to them as soon as I received the complaint.Thank you.Sincerely,***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. This is not what was promised per phone conversation in early march. Company is going back on his word. I contend that this is still an ongoing issue from original warranty because there were problems within the first year that showed improper installation of product, and when it was brought up to companies attention, they said they would come and fix, but there have continued to be problems due to improper installation. Instead of them correcting their neglence, they have continued to put bandaid's on it, and never addressed the real issue. The company's neglegence has also caused roof damage on my first story roof that will cause my additional expense, that (since the company is now refusing to do what was promised), I will look at perusing that issue as well. I was hoping they would come and honor what they should have down in that first year by taking the impropera installed siding off, and doing the job correctly, but apparently he will not honor, and I will take this matter to AG and to a lawyer if I need.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I spoke to one of the owners & I said I do not want the door stainedThe door I purchased shouldn't fade or need restained The owner agreed not to stain but get back with me by Friday, March 11, to show us a new better door to be installed and free of charge or just reimburse us for the door I called the Ferguson office and left another message that I would be home on Wednesday, March 9th if he could stop by our house They did not get back with me regarding the door issue within the two weeks they specified So this complaint should remain open until such time as they install new door or give us our money back for the door I am getting very upset at this point & where can I take this matter to now? Is there a small claims court? I appreciate all the work of the Revdex.com in helping me try to resolve our issues with Ferguson Windows
Regards,
*** ***

Dear *** ***Mr*** called our office describing what sounded like condensationAt that time I tried to explain what causes condensation in case it was I then had a service technician contact him and go to see if anything was wrong with the windows and if so correct the problemThe
service technician came to the conclusion that it was in fact condensation and of course reported that to the homeowner as well as myselfThe customer then telephoned the office after hours saying he did not believe the technicians diagnosisI returned his phone call but was not able to reach himI did however tell him in that message I would send him information on what causes condensation and how to control itHe never returned my callInstead I guess he contacted you This is not a problem with the windowIt is a humidity problem I have attached a brochure explaining the causes and control of condensation for you alsoI was trying to resolve the issue with information as that is about all I know to do. Thank you,*** *** *** ***Ferguson Window Company, IncReed Hartman Hwy, suite 315Cincinnati, Ohio 45242*** *** ***
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined
that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
From: *** *** Date: Sat, Mar 10, at 11:AMSubject: To: [email protected] resolved with Ferguson he called me ,no parts yet or window fixed thanks he just wants me take him off your list I think
Regards,
*** ***

Business said all his crews are subs but they work for himThe previous repairs to customer's siding was done past the one year warranty but business attended to it anywayBusiness has a one year service warranty and fixed it then for free as a gesture of good willThe labor warranty is currently out of warrantyThere will be a charge to return and business would be happy to provide an estimate of that charge, if customer wishesBusiness is not responsible for "acts of God"

As of May 11th Ms*** has been reimbursed for all doors based on the agreement between the parties

As discussed, we are in the process of staining the door which requires certain weather conditions exist for the three day drying periodWe will continue to communicate with you regarding this issue

The owner is currently engaged in ongoing discussions with the customer regarding resolution of her issueThe Business is working closely with the customer to meet her expectations based on the manufacturer's non-participation regarding the warranty

Revdex.com:
I did speak with company on Saturday, March 3rd, and he said he would send someone out that following week to fix...

siding that is falling off, and then (at a later date when weather is permitting) have siding removed and installed correctly.  However, no one was sent out this last week to address the situation.  
Regards,
[redacted]

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
From [redacted]
  The company did not send a technician but they did send an installer to check out the windows. Now when the windows where installed we had a complaint about how much movement the windows had when closed. Nine out of the eleven windows had between half inch to some having an inch of movement up and down when closed. at this time they sent a representative from the manufacturer and he said the windows where not made correctly. So they ordered new replacement parts and he came back and installed them and he said this hopefully will fix the problem. The nine windows that have a moisture problem are the same ones he worked on. Maybe they need to send the factory technician back to check his work, he said before he left that day they may still leak. I have had windows from champion installed in my old house and none of them did this and it was an old drafty house. When the temperature drops  below 32 the bottom of the top half just above the seam where they meet we have condensation and this is not from the inside. If it were from the inside it would be on the bottom part as well and all over all the glass not just one stream across the bottom.

sorry for the delay we been having trouble with our phones and internet for months now. It is Saturday March 3 and m going to call me [redacted] now to get this resolved.

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]

I have spoke to [redacted] multple times. I have forwarded all complaints and any information, including pictures to Alside. They have assured me that they have forwarded everything to [redacted]. I gave this to the manufacturer we deal with as customary with product issues. Alside has related to us that they had turned this over to the door manufacturer, [redacted], as the warranty for product falls to them. I certainly understand [redacted]'s frustration. However it is at the wrong entity. [redacted] is the manufacturer not Ferguson. If it were an install issue, we would most definitely be at fault. And if it were an install issue we would be prepared to take care of it. However the complaint is with the quality of the door.

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.
It is a Ferguson company issue because the installation of the doors have been a problem since installation and I have been in touch with Ferguson installers ([redacted]s) over and over.  The front and back doors do not lock properly as well as wood fading and chipping. It is most positively a Ferguson problem as well with install.  We paid Ferguson Windows and it is up to them to solve our problems.  We spent $16,000.00 on Windows and doors for our whole house.  It's an issue that needs to be made right.  
Regards,
[redacted]

Regarding complaint  #[redacted]
                                     [redacted]
                               ...

     [redacted]
                                     [redacted]
                                      [redacted]
                                      [redacted]We offer warranty on install issues but all product issues are covered by the manufacturer. We sent our installer to handle the hinge situation as that was within his realm. However, I submitted the service on the product to Alside at [redacted] as they are the manufacturer that we used on this job. I was told by our rep at Alside that a rep from the company would take care of this. I was trying to be helpful by sending the service to the proper entity and I will continue to follow up with this situation until they rectify it. I have another call into the manufacturer as I am trying to verify they have ordered a replacement as well as an eta on when it may be complete.Thank you.

Regarding Mr. [redacted]s complaint. I misunderstood in realizing the customer was not satisfied. after realizing he was not satisfied, I phoned him to touch base with him this morning, Dec. 28, and left a message on voice mail. In previous months we have sent installer/technician and a representative from the manufacturer to his home. They informed Mr. [redacted] the windows nor install were at fault. The moisture he is seeing is due to condensation. I have sent documentation as well as video links for him to view that explain the cause and solution to condensation. Condensation is due to air flow and will occur when windows are working properly. That's why, in his own words, he didn't have condensation with his "old drafty" windows. This information also goes over the care and maintenance of his windows. Any "play" in his windows is due to the window being "out of the boot" as these windows are purposely designed for easy removal and insert of sashes. This is for easy clean of both sides of the windows in any type of weather. I have spoken with our representative at the manufacturer. She states they would have reordered the windows if they had found fault with them. The manufacturer, Thermatru shuts down every year at this time for the holidays . Therefore, the plant manager, whom went to the home of Mr. [redacted], will not be available until Monday, Jan. 4th.I have requested he go and take another look at the customers windows & informed them that we need a written report submitted regarding his findings.We are trying to resolve any and all issues. However, we sincerely believe this is not a window issue.

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.Ferguson Windows said they would replace door or give our money back within 2 weeks. I need to make certain they follow through before stating dispute is resolved because it is is not yet. They called and that is where we are at this point sp; For your reference, details of the offer I reviewed appear below.
L
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

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.
My complaint against Ferguson Windows has not been resolved. Once I put in claim with Revdex.com, I heard from Ferguson representative and the door manufacture representatives.  I even took pictures of door for them to process the claim. This all happened within 3 days of filing initial claim and since then, I haven't heard anything back from Ferguson or the door manufacturer.  Regards,
[redacted]

Ferguson Window Company put a call into our representative to follow up. [redacted] has not provided us with any updates. I informed my superior of this on Wednesday, Dec. 23rd. I was told he was going to contact [redacted] this week when we returned to work from the holidays. He will resolve issues with door personally. We are understanding the door will more than likely have to be replaced. We are no longer allowing our representatives to order Sealrite doors for our company.