Supreme
Aluminum Products*** *** ***Hyattsville, MDPhone: ###-###-####Fax: ###-###-####We
do not agree with some of Ms ***'s statements. Her claims
that we were unresponsive to her complaint, is just not factualWe
visited her house on numerous occasions and even called in a
Representative of The Door Manufacturer is inspect the doorHe found
the door to be installed properly and in good working order and
put those observations in writing She never mentioned any
problem with the Living Room door, but now claims that she couldn't
feel any air until our Service tech pointed this out to
her. Our Service tech does not agree with this and said
that since he was in the Unit, he checked all the windows and
doors, not just the one she complained about. These inspections
occurred long before any claim was filed with the Revdex.com. We
have offered her a full refund on the doors so that she can purchase
doors from another vendorWe are willing to pay this directly to the
Vendor after her new doors are installed, and at that time pick up
our doorsWe provided her what she contracted for, had it inspected
by the Manufacturer and have offered her a refund for the Sliding
Glass Door she is unhappy with, even though there is nothing wrong
with the door, according to the Manufacturer's inspection.The
new sliding glass doors may not be to Ms ***'s expectations,
but they are clearly better than the plus year old single glazed
doors that were originally installedIt would not be fair to us to
refund her money and for her not to replace the sliding glass door
Once she has contracted with another vendor to supply and install new
sliding glass door(s)We will pay the vendor directly what Ms
*** paid for her door(s)We will then pick up the doors once
the new doors are installed.As
a business, all we can do is try to satisfy our customersWe
have been in business for more than years and have serviced
tens of thousands of customers. In the rare case, where we
can't meet the customer's expectation, all we can do is offer them a
refund of their money which we have agreed to do.I
hope this resolves this issue. Regards,Mark F* Vice
PresidentSupreme
Aluminum Products
We are in receipt of the complaint filed to the Revdex.com in reference to the windows and Sliding Glass Doors we installed for a customer in Washington DCWe installed (2) Sliding Glass Doors and (2) windows at her residenceThe customer called us after the windows and doors were
installed and said she could feel cold air coming through the sliding glass door in her bathroomWe responded and sent a Service technician to her home to address the issueOur technician checked for leaks and seal failures and found the door to be operating properlyHe did add extra sealant to the door even though he found no leaks.The customer at no time complained about the windows or the other sliding glass door that was installed in the living roomI would like to point out that it is VERY unusual for a Sliding Glass Door to be located in a small bathroom, less than two feet from the toiletSliding Glass Doors have to open and close so there will always be a small amount of air leakageAlso, this was one of the coldest winters we have seen in decades and with over square feet of glass located in a small room, there will be some transference of the cold from the exterior of the glass to the interior paneOur customer called again and said she was still unhappy with the bathroom sliding glass doorWe then called the Manufacturer's representative to the house to inspect the door and the installationHis report is attachedThe report clearly states that the Sliding Glass Door was installed properly and that the Sliding Glass Door was performing as it shouldWe agree with the customer's that there is a design flaw, but it is not with the Sliding Glass Door or the installation of the Sliding Glass Door, but that having a large sliding glass door in a small bathroom is a poor design by the buildersBecause it is a Condo, we cannot change the exterior look of the building, and install a more suitable window spanel configurationWe do not agree with customer's comment that we did not respond to her complaintWe sent a service technician to her house and when that did not satisfy her we called the Manufacturer's Representative to her home to inspect the product and the installationWe also do not agree that the thermal efficiency of the new doors and windows which feature high performance LowB Glass are not far superior then the original windowsWe also do not understand why the customer is requesting us to refund all of her money for the other windows and sliding glass door which she did not have an issue withIn the interest of compromise we would be willing to credit the customer, what we charged her for the cost of the sliding glass door, installed in the bathroom and the labor to replace it$1,100) We will pay this money directly to the contractor who installs the new door so that we can pick up our installed doorIt would not be fair to us, to refund the cost of the sliding glass door installation and the customer to continue to use our productIn return, we wouldexpect the customer to consider this matter and her complaint with the Revdex.com resolved, with no impact on Supreme's Revdex.com rating before this complaint was filedSupreme is a family owned business that has been in business for more than yearsWe pride ourselves on being responsive to the customer's needsWe have installed tens of thousands of homes with windows and doors and before this complaint had an A+ rating with the Revdex.comOur reputation is important to us and hope that this compromise will resolve the complaintPlease call or email me if you need anything else from us in connection with this matterBest Regards,
Michael F*Supreme Aluminum ProductsOffice: ###-###-#### Cell: ###-###-####
[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:
I have a couple of serious issues in regards to the response letterFirst of all, the information provided is partially falseOn the letter (last sentence of the first paragraph), they state that their technician checked for leaks and seal failures and found the door to be operating properly and that he didn't find any leaksThis is entirely falseThe technician came over and found leaks in the bathroom glass doors as well as in the windows installed in the dining roomWhen the technician came over, he actually found leaks in the bathroom glass door as well as in the living room glassI was aware of the leaks in the bathroom because I could easily feel the cold air coming in before and after taking a showerTherefore, my year old daughter and I were not able to take a shower in our own bathroom In the living room however, I wasn't aware at first that there was a leak because the room was larger and I wasn't able to really feel the air coming inIn addition, since we are usually wearing layers in the living room, we weren't able to feel the air leaking through the glass doorsTherefore, at that time, yes, I called and complained about the bathroom glass doors and not the ones in the living roomWhen the technician came in, he found and told me that there was air leaking not only in through the bathroom glass doors but the living room ones as wellHe lodged strings into the glass doors in the living room as well as the ones in the bathroomAgain, I have told them repeatedly that I am satisfied with the two small windows that were installedI am unhappy with the glass doors in the bathroom as well as in the living roomMy concern is this, I paid a large sum of money so that the glass doors can be changed and be replaced by perfectly fitting glass doorsNow, when that wasn't the case, the technician came and lodged strings to fill up the gapsMy question is this, how long does this string last for? What is my guarantee that I won't have to go through this whole process within a months or a year if the leakage occurs. How am I going to go through the coming winter?
Regarding the comment about the design flawI live in a condo town house and all the houses in my neighborhood are identically designedTherefore, are they telling me that all the houses have a faulty design? This seems to me as a way out and an irrelevant reason to not take responsibility for their lack of cooperation
They lastly mentioned about a compromise they are willing to makeIt is not clear to me exactly what they are offering? Are they offering to credit $1,100 to me and are they going to come take the glass doors? Are they going to come and install a new door for me? Can they clarify in clear language what they are offering? Also, it is very sad that they are not considering my time, effort, and hassle that this has caused meI have been constantly reaching out to their customer service, who by the way, were sometimes very rude and tried to ignore my concernTherefore, I was forced to contact the Business Bureau because I do not want to anyone to go through what I went through, just to have perfectly fitting glass doors to be installed
Respectfully,
*** ***
Supreme
* Vice
Aluminum Products*** *** ***Hyattsville, MDPhone: ###-###-####Fax: ###-###-####We
do not agree with some of Ms ***'s statements. Her claims
that we were unresponsive to her complaint, is just not factualWe
visited her house on numerous occasions and even called in a
Representative of The Door Manufacturer is inspect the doorHe found
the door to be installed properly and in good working order and
put those observations in writing She never mentioned any
problem with the Living Room door, but now claims that she couldn't
feel any air until our Service tech pointed this out to
her. Our Service tech does not agree with this and said
that since he was in the Unit, he checked all the windows and
doors, not just the one she complained about. These inspections
occurred long before any claim was filed with the Revdex.com. We
have offered her a full refund on the doors so that she can purchase
doors from another vendorWe are willing to pay this directly to the
Vendor after her new doors are installed, and at that time pick up
our doorsWe provided her what she contracted for, had it inspected
by the Manufacturer and have offered her a refund for the Sliding
Glass Door she is unhappy with, even though there is nothing wrong
with the door, according to the Manufacturer's inspection.The
new sliding glass doors may not be to Ms ***'s expectations,
but they are clearly better than the plus year old single glazed
doors that were originally installedIt would not be fair to us to
refund her money and for her not to replace the sliding glass door
Once she has contracted with another vendor to supply and install new
sliding glass door(s)We will pay the vendor directly what Ms
*** paid for her door(s)We will then pick up the doors once
the new doors are installed.As
a business, all we can do is try to satisfy our customersWe
have been in business for more than years and have serviced
tens of thousands of customers. In the rare case, where we
can't meet the customer's expectation, all we can do is offer them a
refund of their money which we have agreed to do.I
hope this resolves this issue. Regards,Mark
F
PresidentSupreme
Aluminum Products
We are in receipt of the complaint filed to the Revdex.com in reference to the windows and Sliding Glass Doors we installed for a customer in Washington DCWe installed (2) Sliding Glass Doors and (2) windows at her residenceThe customer called us after the windows and doors were
*Supreme Aluminum ProductsOffice: ###-###-#### Cell: ###-###-####
installed and said she could feel cold air coming through the sliding glass door in her bathroomWe responded and sent a Service technician to her home to address the issueOur technician checked for leaks and seal failures and found the door to be operating properlyHe did add extra sealant to the door even though he found no leaks.The customer at no time complained about the windows or the other sliding glass door that was installed in the living roomI would like to point out that it is VERY unusual for a Sliding Glass Door to be located in a small bathroom, less than two feet from the toiletSliding Glass Doors have to open and close so there will always be a small amount of air leakageAlso, this was one of the coldest winters we have seen in decades and with over square feet of glass located in a small room, there will be some transference of the cold from the exterior of the glass to the interior paneOur customer called again and said she was still unhappy with the bathroom sliding glass doorWe then called the Manufacturer's representative to the house to inspect the door and the installationHis report is attachedThe report clearly states that the Sliding Glass Door was installed properly and that the Sliding Glass Door was performing as it shouldWe agree with the customer's that there is a design flaw, but it is not with the Sliding Glass Door or the installation of the Sliding Glass Door, but that having a large sliding glass door in a small bathroom is a poor design by the buildersBecause it is a Condo, we cannot change the exterior look of the building, and install a more suitable window spanel configurationWe do not agree with customer's comment that we did not respond to her complaintWe sent a service technician to her house and when that did not satisfy her we called the Manufacturer's Representative to her home to inspect the product and the installationWe also do not agree that the thermal efficiency of the new doors and windows which feature high performance LowB Glass are not far superior then the original windowsWe also do not understand why the customer is requesting us to refund all of her money for the other windows and sliding glass door which she did not have an issue withIn the interest of compromise we would be willing to credit the customer, what we charged her for the cost of the sliding glass door, installed in the bathroom and the labor to replace it$1,100) We will pay this money directly to the contractor who installs the new door so that we can pick up our installed doorIt would not be fair to us, to refund the cost of the sliding glass door installation and the customer to continue to use our productIn return, we wouldexpect the customer to consider this matter and her complaint with the Revdex.com resolved, with no impact on Supreme's Revdex.com rating before this complaint was filedSupreme is a family owned business that has been in business for more than yearsWe pride ourselves on being responsive to the customer's needsWe have installed tens of thousands of homes with windows and doors and before this complaint had an A+ rating with the Revdex.comOur reputation is important to us and hope that this compromise will resolve the complaintPlease call or email me if you need anything else from us in connection with this matterBest Regards,
Michael F
[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:
I have a couple of serious issues in regards to the response letterFirst of all, the information provided is partially falseOn the letter (last sentence of the first paragraph), they state that their technician checked for leaks and seal failures and found the door to be operating properly and that he didn't find any leaksThis is entirely falseThe technician came over and found leaks in the bathroom glass doors as well as in the windows installed in the dining roomWhen the technician came over, he actually found leaks in the bathroom glass door as well as in the living room glassI was aware of the leaks in the bathroom because I could easily feel the cold air coming in before and after taking a showerTherefore, my year old daughter and I were not able to take a shower in our own bathroom In the living room however, I wasn't aware at first that there was a leak because the room was larger and I wasn't able to really feel the air coming inIn addition, since we are usually wearing layers in the living room, we weren't able to feel the air leaking through the glass doorsTherefore, at that time, yes, I called and complained about the bathroom glass doors and not the ones in the living roomWhen the technician came in, he found and told me that there was air leaking not only in through the bathroom glass doors but the living room ones as wellHe lodged strings into the glass doors in the living room as well as the ones in the bathroomAgain, I have told them repeatedly that I am satisfied with the two small windows that were installedI am unhappy with the glass doors in the bathroom as well as in the living roomMy concern is this, I paid a large sum of money so that the glass doors can be changed and be replaced by perfectly fitting glass doorsNow, when that wasn't the case, the technician came and lodged strings to fill up the gapsMy question is this, how long does this string last for? What is my guarantee that I won't have to go through this whole process within a months or a year if the leakage occurs. How am I going to go through the coming winter?
Regarding the comment about the design flawI live in a condo town house and all the houses in my neighborhood are identically designedTherefore, are they telling me that all the houses have a faulty design? This seems to me as a way out and an irrelevant reason to not take responsibility for their lack of cooperation
They lastly mentioned about a compromise they are willing to makeIt is not clear to me exactly what they are offering? Are they offering to credit $1,100 to me and are they going to come take the glass doors? Are they going to come and install a new door for me? Can they clarify in clear language what they are offering? Also, it is very sad that they are not considering my time, effort, and hassle that this has caused meI have been constantly reaching out to their customer service, who by the way, were sometimes very rude and tried to ignore my concernTherefore, I was forced to contact the Business Bureau because I do not want to anyone to go through what I went through, just to have perfectly fitting glass doors to be installed
Respectfully,
*** ***