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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Regarding the customer’s most recent response my answer to each of her points is as follows:1) Customer acknowledges our willingness and insistence that her door should be replaced.2) No Limitation of warranty can possibly be offered fully when the customer, acting as their own general contractor, chooses not to use our company to inspect, measure and install our products The customer made no mention of the application of this product when placing this order Since our company has rarely, if ever, experienced this situation it cannot be in anyway considered intentional as she suggests Her contention that no professional advice was offered at the time of purchase is completely contradicted by all of the features included with the products sold to her.3) The manufacturer confirmed to me on January 5th of that they will in fact replace the entire door free of charge They will even send her a new replacement painted black if she so chooses but they will NOT warranty this option.4) The customer’s claim that replacements were not offered is completely contradicted by documentation emailed to her on November 13, which included an order confirmation of no charge warranty parts order and further assurances by the President of Lisbon that a new storm door would be provided if a different color selection is chosen by the customer It has been about days since this door was installed The problems encountered were unforseen but rest assured they were addressed and solutions are and have been offered.5) The customer’s claim that there was a “lack of follow-up” is confusing considering that she has not contacted me nor responded to my last email dated November 13, Also, there was a mutual agreement to revisit the documented offer to fully correct this problem in the spring of We suggested waiting until spring when the customer told us that she planned on having her home repainted at that time but was unsure of color schemes (See attached email and accompanying order notes dated November 13th - about days after original product installation).6) Customer’s statement that she sought resolution in a “fair” manner is contradicted by her petitioning her credit card company to reverse all charges while our products have been installed on her home and after documented assurance was made by us that we would resolve the situation to her satisfaction especially since the product defects are primarily aesthetic in nature.At this point we are willing to offer any of the following options: A)As stated earlier we will offer and install a replacement unit at no charge with the understanding that the color BLACK will void the replacement’s warranty If she chooses a different color the full warranty will remain in effect If she chooses a different color we will replace her storm door as she was previously offered (see attachments dated November 13th)B)The rare nature of this situation has prompted us to review the warranties of all of our door manufacturers (wood, steel, fiberglass and aluminum) and we have discovered that only one of our door manufacturers will warranty a black color in this application They offer a similar style and design for about $more than the original door the customer purchased We will credit the entire amount of the original purchase price toward this optionC)We will fully refund her the price of her entry door and ask that she make her purchase elsewhere.Our firm has been in business for nearly years and services over 200,clients every year We offer excellent products, service and value to our customers As evidenced by our accredited status with the Revdex.com, numerous customer service awards, our history and volume it would not be possible to maintain such a tremendous reputation while practicing this customer’s “version” of our customer service This is further evidenced by the solutions we have offered her since her door was installed It’s been about days since this customer had her door installed During that time we responded to her claims in a timely fashion by ordering replacement parts at no charge
To Whom It May Concern:Ms***'s claim is baseless for all of the following reasons First, Lisbon Storm Screen & Door has no employee named Eric Lindner He is the contractor she hired to install a storm door at her home The storm door was purchased here but WE did not
install it Her installer states that she was completely satisfied upon completion of the installation A few days after the installation she called our store to state that there might be an issue at the bottom of the door On her behalf I called her installer to inquire He stated that Ms*** is verbally abusive, mentally unstable and he refuses to perform any further work at her home Her issue is therefore more with her installer Motivated by total sympathy, I called her back and told her that I would send my own service department out to inspect and perform any necessary repairs at no charge to her EVEN THOUGH WE DID NOT INSTALL IT TO BEGIN WITH At the time she was told that because this is an extremely busy time of year that it could take a few weeks or better for our service department to perform that repair Indeed it has only been a week and a half since Ms*** has not been given the run around as she suggests The run around might better characterized by responding to the Revdex.com because of baseless accusations that make little or no sense Or perhaps it would be taking daily phone calls from Ms*** when she has already given a time frame and assurances that we will be there to perform this service AT NO CHARGE!She claims that she was not provided an itemized bill but she has only purchased ONE storm door What would she like itemized an inventory of the screws and parts in the storm door box? She remains on schedule with our service department who should be able to perform this MINOR adjustment no later than November 12.As to the "disputed" amount of $40.00...I don't think even she knows what this amount represents.*** *** ***Lisbon Storm, Screen & Door Inc
[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 ***, and find that this resolution is satisfactory to me. I would like to pursue option A as offered by Lisbon Storm and Screen I attempted to contact *** *** yesterday, he was not in I will attempt to contact him today to let him know my decision and to move forward with a new color choice for a new door I do want to reiterate, however, that the only option we were given was to have the window replaced, and the door REPAINTED a different color as an aftermarket fix, not to have the entire door replaced If that were the case, the Revdex.com would have never had to be involved Please see email attached from *** I believe he sent you the first half of the conversation After we spoke, I e-mailed him back over our concern regarding the quality of the aftermarket finish, which is what has been forwarded to youThank you very much for your assistance in this matter
Regards,
*** ***
This customer purchased a Fiberglass entry door from us in late August They picked up their special order door the second week of October At some point after that customer called stating that the framing that surrounds the glass was warping It was discovered at that point that
the customer has a south facing entry door It was explained at that point that when an opening faces south and is covered by a full glass storm door that heat build up issues can certainly happen especially when the door and storm door are painted black Parts were ordered under warranty to replace the damage but now appears that the entire door will have to be replaced The manufacturer has agreed to replace it and we fully agreed to perform the work to install the new unit It was explained to the customer that if she wanted the new unit to be black also that the manufacturer would not warranty the new replacement unit because of the special circumstances surrounding the direction that this door faces The customer was also told that if she picked a new color that our company would even replace her black storm door free of charge The customer told us that she was planning on having her home painted in the spring so we suggested waiting until spring to address the matter and picking out new colors She was agreeable to this and we even suggested (and sent) documentation of our intent to fully address the situation in the spring since the problem was only aesthetic and not a functional issue At the time she was agreeable to this She later called her credit card company to have all of the charges for both doors reversed even though we told her that we would correct the problem and even sent her documentation stating the same Whatever product she ends up choosing we will not warranty if she insists on painting it black because the lack of ventilation between the inner door and the storm door will eventually destroy whatever she chooses
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Regarding the customer’s most recent response my answer to each of her points is as follows:1) Customer acknowledges our willingness and insistence that her door should be replaced.2) No Limitation of warranty can possibly be offered fully when the customer, acting as their own general contractor, chooses not to use our company to inspect, measure and install our products The customer made no mention of the application of this product when placing this order Since our company has rarely, if ever, experienced this situation it cannot be in anyway considered intentional as she suggests Her contention that no professional advice was offered at the time of purchase is completely contradicted by all of the features included with the products sold to her.3) The manufacturer confirmed to me on January 5th of that they will in fact replace the entire door free of charge They will even send her a new replacement painted black if she so chooses but they will NOT warranty this option.4) The customer’s claim that replacements were not offered is completely contradicted by documentation emailed to her on November 13, which included an order confirmation of no charge warranty parts order and further assurances by the President of Lisbon that a new storm door would be provided if a different color selection is chosen by the customer It has been about days since this door was installed The problems encountered were unforseen but rest assured they were addressed and solutions are and have been offered.5) The customer’s claim that there was a “lack of follow-up” is confusing considering that she has not contacted me nor responded to my last email dated November 13, Also, there was a mutual agreement to revisit the documented offer to fully correct this problem in the spring of We suggested waiting until spring when the customer told us that she planned on having her home repainted at that time but was unsure of color schemes (See attached email and accompanying order notes dated November 13th - about days after original product installation).6) Customer’s statement that she sought resolution in a “fair” manner is contradicted by her petitioning her credit card company to reverse all charges while our products have been installed on her home and after documented assurance was made by us that we would resolve the situation to her satisfaction especially since the product defects are primarily aesthetic in nature.At this point we are willing to offer any of the following options: A)As stated earlier we will offer and install a replacement unit at no charge with the understanding that the color BLACK will void the replacement’s warranty If she chooses a different color the full warranty will remain in effect If she chooses a different color we will replace her storm door as she was previously offered (see attachments dated November 13th)B)The rare nature of this situation has prompted us to review the warranties of all of our door manufacturers (wood, steel, fiberglass and aluminum) and we have discovered that only one of our door manufacturers will warranty a black color in this application They offer a similar style and design for about $more than the original door the customer purchased We will credit the entire amount of the original purchase price toward this optionC)We will fully refund her the price of her entry door and ask that she make her purchase elsewhere.Our firm has been in business for nearly years and services over 200,clients every year We offer excellent products, service and value to our customers As evidenced by our accredited status with the Revdex.com, numerous customer service awards, our history and volume it would not be possible to maintain such a tremendous reputation while practicing this customer’s “version” of our customer service This is further evidenced by the solutions we have offered her since her door was installed It’s been about days since this customer had her door installed During that time we responded to her claims in a timely fashion by ordering replacement parts at no charge
To Whom It May Concern:Ms***'s claim is baseless for all of the following reasons First, Lisbon Storm Screen & Door has no employee named Eric Lindner He is the contractor she hired to install a storm door at her home The storm door was purchased here but WE did not
install it Her installer states that she was completely satisfied upon completion of the installation A few days after the installation she called our store to state that there might be an issue at the bottom of the door On her behalf I called her installer to inquire He stated that Ms*** is verbally abusive, mentally unstable and he refuses to perform any further work at her home Her issue is therefore more with her installer Motivated by total sympathy, I called her back and told her that I would send my own service department out to inspect and perform any necessary repairs at no charge to her EVEN THOUGH WE DID NOT INSTALL IT TO BEGIN WITH At the time she was told that because this is an extremely busy time of year that it could take a few weeks or better for our service department to perform that repair Indeed it has only been a week and a half since Ms*** has not been given the run around as she suggests The run around might better characterized by responding to the Revdex.com because of baseless accusations that make little or no sense Or perhaps it would be taking daily phone calls from Ms*** when she has already given a time frame and assurances that we will be there to perform this service AT NO CHARGE!She claims that she was not provided an itemized bill but she has only purchased ONE storm door What would she like itemized an inventory of the screws and parts in the storm door box? She remains on schedule with our service department who should be able to perform this MINOR adjustment no later than November 12.As to the "disputed" amount of $40.00...I don't think even she knows what this amount represents.*** *** ***Lisbon Storm, Screen & Door Inc
[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 ***, and find that this resolution is satisfactory to me. I would like to pursue option A as offered by Lisbon Storm and Screen I attempted to contact *** *** yesterday, he was not in I will attempt to contact him today to let him know my decision and to move forward with a new color choice for a new door I do want to reiterate, however, that the only option we were given was to have the window replaced, and the door REPAINTED a different color as an aftermarket fix, not to have the entire door replaced If that were the case, the Revdex.com would have never had to be involved Please see email attached from *** I believe he sent you the first half of the conversation After we spoke, I e-mailed him back over our concern regarding the quality of the aftermarket finish, which is what has been forwarded to youThank you very much for your assistance in this matter
Regards,
*** ***
This customer purchased a Fiberglass entry door from us in late August They picked up their special order door the second week of October At some point after that customer called stating that the framing that surrounds the glass was warping It was discovered at that point that
the customer has a south facing entry door It was explained at that point that when an opening faces south and is covered by a full glass storm door that heat build up issues can certainly happen especially when the door and storm door are painted black Parts were ordered under warranty to replace the damage but now appears that the entire door will have to be replaced The manufacturer has agreed to replace it and we fully agreed to perform the work to install the new unit It was explained to the customer that if she wanted the new unit to be black also that the manufacturer would not warranty the new replacement unit because of the special circumstances surrounding the direction that this door faces The customer was also told that if she picked a new color that our company would even replace her black storm door free of charge The customer told us that she was planning on having her home painted in the spring so we suggested waiting until spring to address the matter and picking out new colors She was agreeable to this and we even suggested (and sent) documentation of our intent to fully address the situation in the spring since the problem was only aesthetic and not a functional issue At the time she was agreeable to this She later called her credit card company to have all of the charges for both doors reversed even though we told her that we would correct the problem and even sent her documentation stating the same Whatever product she ends up choosing we will not warranty if she insists on painting it black because the lack of ventilation between the inner door and the storm door will eventually destroy whatever she chooses