The Aluminum Company of North Carolina, Inc

The company was contacted in December 2015 regarding warranty issues. I've been getting nothing but promises and a runaround.I have spent many thousands of dollars with the Aluminum Company of NC over the years. Last December 14, 2015, [redacted] came to the house to check on warranty issues weather stripping on an exterior door, caulking on a bay window, and most importantly, leaking water issues on a French door which they had repaired previously which was again causing problems with rotting of the door and frame and water stains on the hardwood floor in the family room. He told me the Aluminum Company would make the repairs but the company making the door jam which needed to be replaced was on Christmas break and closed for two weeks. I called again in January and was told everything would be repaired in February. I called again several times in February, leaving multiple messages. Finally, the end of February [redacted] along with [redacted] on the phone called to say the parts would be in within the first two weeks of March and they would make the necessary repairs. It is now April and no one has called to either make the repairs or tell me what is going on with this warranty work. I would like these repairs made as it is now almost four months since I reported the issues to the Aluminum Company of NC. Thank you.Desired SettlementI would like them to make the necessary repairs in a timely manner which is in the month of April! Not another four or five months from now!Business Response In response to Mrs. [redacted]'s complaint, our first project with Mr. & Mrs. [redacted] was in 2002. Since then we have done three other projects with the [redacted]'s and over the past 14 years, we have had 18 minor service calls submitted by the [redacted]'s. We have always addressed and responded to these concerns to their satisfaction making sure to follow up with courtesy calls before closing each service. During these follow up calls, the customer has given us positive feedback stating our service was "excellent" and "terrific". We received this call regarding the issues with the door on 12/8/2015. We had spoken to Mrs. [redacted] on several occasions and our last contact was on 2/26/2016 informed her that we had a new door jamb ordered and we did get it covered under warranty through our manufacturer. We apologized for the delay with the manufacturer because they were behind in production due to their holiday shutdown. We additionally informed her that as soon as the parts came in (which would be approximately 2/3 weeks), we would schedule a time to come out and take care of her service. At that time, [redacted] provided Mrs. [redacted] with her direct number in case she had any further questions or needed to discuss anything further. Unfortunately, the parts are on back order but are scheduled to arrive to our office the week of 4/5/2016; therefore, no call was made to schedule the repair. After receiving the Revdex.com complaint, [redacted] called Mrs. [redacted] on 4/4/2016 and, based on the parts coming in, scheduled the repair for 4/14/2016. This was the first date that worked for the customer after the door jamb arrives.As a previous board member of the Revdex.com, I think it is important to let the consumer know the effect a complaint has on a business. Even if the complaint is resolved it stays on the record for a period of 3 years which does affect business. A simple question to the consumer would be, have you contacted the company before filing this complaint and has the company been in communication with you about your concerns. In this case the answer is yes. We have been in contact with the customer, albeit we should have updated her in the middle of March. It would have been nice if the customer would have contacted us before filing a complaint since we have a long, positive history of doing business with the customer as you can see and servicing her work over the past years with no issues or concerns. I feel that this complaint was filed prematurely and with no merit. I also believe that this customer does not realize what a negative effect that filing a complaint has on a company's business in lost revenue and the goodwill in the community it serves.Respectfully, [redacted], OwnerConsumer Response I mentioned all my calls to the Aluminum Company in my previous email. Since December, [redacted] did call in December and again in January. I left two or three messages on [redacted]'s voice mail in February and never received a return call until the end of February from [redacted] and [redacted]. At that time (although [redacted] gave me her phone number) she assured me the parts would be in by the middle of March. Again, no calls in March. I waited until April 2 to contact the Revdex.com. I received a call Monday, April 4, from [redacted] scheduling the repair date today.Everything was completed satisfactorily. And I would continue to do business with the Aluminum Company. I believe they are an excellent company with which to do business, and I have always been completely satisfied. My only complaint was the timeliness of the warranty work and the fact that they did not keep me informed. It was unprofessional and not what I expected from the Aluminum Company. Final Consumer Response

We had a very positive experience with the Aluminum Co of NC. The two gentlemen that came to install the windows were professional and Curtious and knowledgable about their work. They are a great asset to there company. We are moving, but if the need arises in the future and we need windows, we will most diffinately call the Aluminum Co of NC.