Ted's Ornamental Iron

Dear [redacted] , Your request and complaint was left with and sent to the email of an employee that is no longer with the companyA refund check in the amount of $will be sent to you on Monday, May 4, We apologize for the miscommunication and delay in refundWe appreciate your business and the opportunity to help you protect your home.Warmest regards,See-Thru Management

Date: Wed, Jun 29, at 10:PMSubject: Re: [redacted] Rebuttal ( [redacted] )To: [redacted] < [redacted] >Sorry for the late responseThe discounted price that was given to [redacted] was during the initial in home sales call that she agreed onAs a company we always give a price the we guarantee for a year and a discounted price if the customer agrees to do business todayThanks,Craig HOperations Manager

[redacted] ’s complaint indicates that the purchased date is 8/19/This is incorrectOur records indicate that [redacted] signed a contract for the purchase of a new door on August 13, for a total sale of $3,He provided us with an initial deposit of $along with the agreement to provide additional installments of; $on August 30, 2016; $on September 13, 2016; and $1,due on the date of job completionAs required by Maryland law, [redacted] was provided with the details of his right to cancel before midnight of August 19, 2016, as stated in the terms of the contract “Notice of Cancellation”We were not notified that he wished to cancelWe continued to move forward with this project, ordered the product and attempted numerous times to contact him but was unsuccessfulAfter several months of leaving messages and reaching a “full” voicemail on the number provided, we were successful in reaching the customer and met with him on January 14, It was explained to him that if he chose to cancel his agreement he would forfeit his initial deposit of $In effort to assist the customer and move forward with the door that we already purchased, we agreed to lower the total sale price to $2, [redacted] agreed and signed a new amended contract, he also provided us with an additional deposit of $1,(total of $1,500.00) leaving a balance due of $1,to be paid at job completionThis second contract served as an addendum to the first and we still provided the customer with a right to cancel before midnight of January 21, We made several attempts to contact the customer to arrange a date for his installation and left numerous messagesOn February 17, 2017, [redacted] contacted our office to cancel his contractIt was explained to him that he was past the rescission date therefore his deposit was non-refundableOur general manager returned his call on February 21, and offered to move forward with the installation as we had already purchased his product or he would forfeit his depositOn September 7, 2017, [redacted] contacted our office requesting his refundOur general manager contacted him on September 11, and explained once again that he has two choices; move forward with the installation or forfeit his deposit Copies of all contracts are available upon requestThank you for your assistance in this matter

A representative from See-Thru Windows did come to your home as scheduled to provide a consultation of our products and servicesAs a professionally licensed and insured company we require all home owners or legal representatives to be present to learn about our many product options, make shared decisions and if necessary, be present for the signing of any legal documentsWe strive to provide a convenient time that works best with our customers schedulesIn this growing and competitive market of home improvement, it is not customary for our representatives to leave written quotes for every customerWe find it unfortunate that we were not able to provide you with pertinent information to aid in your decision making and apologize for any miscommunicationWe would like to thank you for sharing your experience as we will use this to evaluate our customer service

December 23, 2015Revdex.comAttn: [redacted] Re: Complaint ID [redacted] Dear ***:Our office was contacted via telephone by [redacted] regarding the Complaint ID [redacted] .After reviewing this complaint, I am happy to report that we recently resolved all issues with [redacted] [redacted] 's gutter installation on December 15, We apologize for delay as we were at the mercy of a sub-contractor that was hired for this installation and whom ultimately was held accountablefor the services provided.We hope this resolves this complaint and apologize for any inconvenience.#Warmest Regards Janette H***Office Manager

Our General Manager did speak to both [redacted] making every attempt to provide exceptional service [redacted] continued to ask to see our cost breakdown of the project which is not something we provide to any customer [redacted] said he understood our policy [redacted] mentioned that she needed a service call for a loose towel rack and it was explained to her that our service department would follow up [redacted] was contacted by our Service Manager and she did refuse our services

[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: [redacted] I am rejecting this response because: The information is incorrectMy response is as follows:“ there was an issue with dust in house even though plastic was hung over door to the bathroom.” There was no evidence that plastic had been hung over the doorIf it was, it was not hung correctly.The walls are not made of drywall and mortar; this house was built in and the walls are plaster.The company’s response includes “we lowered Ms [redacted] ’ price” and refers to “the discounted price;” there was never any discussion of lowering or discounting the priceThe contract price did not change.Samples of wainscoting were not providedI did not see the wainscoting until it was installed and I find it very difficult to believe that they “have a lot of residential customers that love the wainscoting.”The reason I did not want them to return was they were not preparing the drywall properly for painting (using old-fashioned tape for the seams, for example)They also damaged the door frame and said it was already damagedAt that point I realized that the main floor bathroom was not going to be completed properly and I made the decision to have someone come in and do it properlyThis was done quickly, professionally, and without all the dust.The bottom line: My experience with [redacted] and See-Through Windows was terrible and I would not recommend them to anyoneThey misrepresented themselves in their response to my complaint and while I don't want to pay them anymore money, I will do so because I signed a contract and I am a person of integrityUnfortunately, I don't thing that is true with their employees Regards, [redacted]

ID [redacted] We apologize for the inconvenience and the unforeseen delays that we have had with our manufacturer At this time, we are happy to report that the correct materials from our manufacturer have arrived and we have contacted the customer to schedule her service date on March 8th, We expect to install her replacement window on that datePlease contact me if you need any further information.Thank you,Janette H***Office Manager [redacted]

December 16, 2015Revdex.comAttn: [redacted] Re: Complaint ID [redacted] Dear ***:Thank you for contacting us today, via telephone to notify us of complaint ID [redacted] We hope that our contact information is now updated correctly to avoid any delays in the future.Please note that we did discover “ [redacted] ” in our databaseApparently, we had one of his addresses already added to our “Do Not Call List” but discovered a second address in our system that was also linked to his name and phone numberWe have made the proper change to prevent him from receiving any more calls.We apologize for any inconvenience.Sincerely,Janette H [redacted] Office 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: [redacted] I am rejecting this response because: Two reasons 1) the See Thru Windows web site states customers will receive a free quote; 2) the sales person who came to my house told me he would email me the quote the next day So they falsely advertise and their representatives don't tell the truth to potential customers Regards, [redacted]

*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** ** ***
*** ***
I am rejecting this response because: See-Thru Windows states in their last response " *** *** continued to ask to see our cost breakdown of the project which is not something we provide to any customer". As demonstrated by attachment (1), this company does provide cost of material. This is an invoice for a door project I had See-Thru Windows do for me in 2011. This invoice does show me the cost of each door.I simply asked See-Thru Windows General Manager for a breakdown of the cost for the shower stall, toilets, small pieces of flooring and small planks of wainscoting
He refused to do this saying that it would take him a week to figure it all out, he's a busy man and it would be a waste of manpower hours to do such a task. He also stated that he would not ask anyone else in his company to waste hours in figuring it all out either.I need to see the cost of material because for one, I cannot comprehend how a company can charge $6,for a toilet, a small floor covering approximately 58"x64"and small planks of wainscot (please see attachment 2). Attachment is for an even smaller bathroom (approximately 48"x70"). I cannot comprehend what $18,consists of without knowing the cost of the shower stall, a toilet, a small floor covering a small planks of wainscot. Also, I want to add that I did not receive a copy of attachment (1) and (2) until I initially contacted Revdex.com. I asked for a contract at least times during the bathroom renovation to no avail. I am not an attorney, but I do know that a written contract is not legal unless it contains a cost breakdown of material and labor charges. Therefore, this is not a legal contract and I do not feel that I am being unreasonable in asking for something to show me what I am paying for.I feel that this Company has severely overcharged me and refuses to show me what I am paying for because they do not want to admit to the fact.
Regards,
*** ***

[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. We actually called on Monday November, 2nd and Tuesday November 3rdSo October 30th was not the last day of communication with themBut we finally got the check on November 4thThank youIt still should have never taken more than weeks to return a check they should've never cashed in the first place
Regards,
*** ***

Date: Wed, Jun 29, at 10:PMSubject: Re: *** *** Rebuttal (***)To: *** *** Sorry for the late response. The discounted price that was given to *** *** was during the initial in home sales call that she agreed onAs a company we always give a price the we guarantee for a year and a discounted price if the customer agrees to do business today. Thanks,Craig HOperations Manager

Since we received this complaint on 7/6/16, we have contacted the customer and are currently working to set a date for follow up service. Please see a copy of the letter that was mailed to her on July 14, 2016. July 13, 2016 *** *** *** *** ***
*** ***
***
*** ** *** Dear *** *** *** *** Thank you for taking a few moments to address your concerns yesterday. I have already put your service request in for the towel rack and the caulking. Enclose are copies of our agreements which show the work to be completed along with the price. I have also enclosed a copy of the *** *** paperwork. As you can see (on the top right side) there is the option of the same as cash which can be 6-months, a special rate with equal payments or special rate with custom payment. After speaking with you, I agree with your choice of the 9.9% interest rate for the life of the loan as your best option. We would have given you horrible service if you had received the same as cash plan. If you had not paid it off within the year, this would have meant 28.99% interest rate! We do greatly appreciate your business and I sincerely hope all of your questions, concerns, and services will be a thing of the past. Sincerely, Randy M***General Manager

Our General Manager did speak to both *** * *** *** making every attempt to provide exceptional service. *** *** continued to ask to see our cost breakdown of the project which is not something we provide to any customer*** *** said he understood our policy*** *** mentioned that she needed a service call for a loose towel rack and it was explained to her that our service department would follow up*** *** was contacted by our Service Manager and she did refuse our services

*** ***’s complaint indicates that the purchased date is 8/19/This is incorrectOur records indicate that *** *** *** signed a contract for the purchase of a new door on August 13, for a total sale of $3,He provided us with an initial deposit of $along with
the agreement to provide additional installments of; $on August 30, 2016; $on September 13, 2016; and $1,due on the date of job completionAs required by Maryland law, *** *** was provided with the details of his right to cancel before midnight of August 19, 2016, as stated in the terms of the contract “Notice of Cancellation”We were not notified that he wished to cancelWe continued to move forward with this project, ordered the product and attempted numerous times to contact him but was unsuccessfulAfter several months of leaving messages and reaching a “full” voicemail on the number provided, we were successful in reaching the customer and met with him on January 14, 2017. It was explained to him that if he chose to cancel his agreement he would forfeit his initial deposit of $In effort to assist the customer and move forward with the door that we already purchased, we agreed to lower the total sale price to $2,*** *** agreed and signed a new amended contract, he also provided us with an additional deposit of $1,(total of $1,500.00) leaving a balance due of $1,to be paid at job completionThis second contract served as an addendum to the first and we still provided the customer with a right to cancel before midnight of January 21, We made several attempts to contact the customer to arrange a date for his installation and left numerous messagesOn February 17, 2017, *** *** contacted our office to cancel his contractIt was explained to him that he was past the rescission date therefore his deposit was non-refundableOur general manager returned his call on February 21, and offered to move forward with the installation as we had already purchased his product or he would forfeit his depositOn September 7, 2017, *** *** contacted our office requesting his refundOur general manager contacted him on September 11, and explained once again that he has two choices; move forward with the installation or forfeit his deposit. Copies of all contracts are available upon requestThank you for your assistance in this matter

Date: Sun, Oct 22, at 7:PMSubject: Re: See-Thru Complaint Response (***)To: *** *** This letter is to follow up on the previous communication I, *** ** ***, was carrying out, concerning SEE-THRU WINDOWS, DOORS & HOME IMPROVEMENTS, concerning their business practices and tacticsI requested a refund of my money, prior to the company having provided me any product or service; therefore, I must have a full refund of all the money I paid, up-front, and all additional monies I out-layed to them, it being that I never received the product (a new door) nor was I reimbursed my down-payment or was I able to ask them to move forward or purchase any supplies for the contractIf SEE-THRU WINDOWS, & DOORS & HOME IMPROVEMENTS is not held accountable for making restitution and for repaying me, in full, they will feel free to act, as they have with me, to other unsuspecting clientele, as wellThis must not be allowed to happen. The statements, listed below, are not accurateIn fact, I decided to cancel the contract, prior to August 30, 2016; as well, after conducting further research with *** *** and ***’s, I determined that SEE-THRU WINDOWS, DOORS & HOME IMPROVEMENTS’ prices were not even competitive with either of the other two retailers

[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:See Thru Windows has informed me that a replacement window will be put in my house on March 8. However, they have NOT told me that they are agreeing to honor the life-time guarantee that I have on my windows. They need to agree to this in writing. If they do this, then their resolution is acceptable to me.Regards,
*** ***

[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: Two reasons 1) the See Thru Windows web site states customers will receive a free quote; 2) the sales person who came to my house told me he would email me the quote the next day So they falsely advertise and their representatives don't tell the truth to potential customers.
Regards,
*** ***

After receiving this complaint on November 17th, our General Manager, Randy M*** contacted Mr*** to explain that the window manufacturer is no longer in business, therefore, we are no longer able to get that exact window or partsWe would have to replace with a similar window, at our
cost for labor and materials. Mr*** said that he would speak to his wife and get back to us. MrM*** had not received a returned phone call as of November 23, so he left a message on the customers voice mail