THE BOOK RACK

Initial Business Response / [redacted] (1000, 8, 2014/10/09) */ 10-9- Response from business via email: Hi [redacted] , I have attached an email from our manufacture regarding the delivery issues Ms [redacted] has been experiencingWe have not spoken to Ms [redacted] , but we have been speaking with Mr [redacted] regarding the scheduling of the projectWe are currently working on dates that are as convenient for The [redacted] 's as possibleAs you can see there from the attached email that they have had some internal issues with this product, so we are hesitant to give firm install dates, but will continue to work with the [redacted] 's on completing the projectMr [redacted] was not aware of the Revdex.com complaint, however we did inform him of itIt is Mr [redacted] that we are in contact with being that Mrs [redacted] hasn't returned calls or emails Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is true that my husband has been speaking to Charles Window about this issueMy husband was fully aware that the Revdex.com complaint had been filed Charles Window sent me an email on September 29th - they were not asking for any information from me, no response seemed to be warranted Charles Window then forwarded the email that they have supplied to you on the same date - October 9th There has been no other emails from Charles Window to meThere have also been no phone calls from Charles Window to me in this time frameI'm not sure why this representative is making these statements Charles Window is working towards an installation date of 10/for both doorsThis is nearly months since our meeting with the sales rep and our order was placedIt is nearly a full month after the delayed, promised install date It seems as though our order fell through the cracks at Charles Window and at their supplierIf we had known about the supplier issues earlier, we might have opted to cancel the order I stand by this complaint Final Business Response / [redacted] (4000, 12, 2014/10/21) */ Installation on this door is scheduled for 10/Per agreement with Mr & our Production Manager, a discussion regarding the discount will happen at completion of installWe are aware of the frustration from the Client and we are doing everything that can be done to make this happen as quickly as possibleThe vendor is working with us as diligently as they can in order to insure this door is delivered by the promised date, in order to comply with installation on 10/ As soon as we had been made aware of the issue with the vendor and the door, we contact the client immediately Final Consumer Response / [redacted] (2000, 17, 2015/01/20) */ 1-20- Sent via email: Thank you for following upThey did install the thresholds last week- nearly months after our initial meetingThis has been resolved, but I think there should still be some sort of note on your page of the websiteIt would be disingenuous to say they have a sterling reputation I can't tell you how grateful we are for your assistanceWe have a humble home and completely reasonable expectationsThis should not have been as difficult as it wasIf you and the Revdex.com had not been involved, I don't know if the matter would have resolvedI really appreciate your supportAnd I hope that no one has to endure such a long drawn out project again Thanks, [redacted]

We never have offered cash For years its been an in store credit only This can be gifted to another family member or friends Currently this consumer has $in store credit

Initial Business Response /* (1000, 8, 2014/10/09) */
10-9-14
Response from business via email:
Hi [redacted],

I have attached an email from our manufacture regarding the delivery issues Ms. [redacted] has been experiencing. We have not spoken to Ms. [redacted], but we have been speaking...

with Mr. [redacted] regarding the scheduling of the project. We are currently working on dates that are as convenient for The [redacted]'s as possible. As you can see there from the attached email that they have had some internal issues with this product, so we are hesitant to give firm install dates, but will continue to work with the [redacted]'s on completing the project. Mr. [redacted] was not aware of the Revdex.com complaint, however we did inform him of it. It is Mr. [redacted] that we are in contact with being that Mrs. [redacted] hasn't returned calls or emails.
Initial Consumer Rebuttal /* (3000, 10, 2014/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is true that my husband has been speaking to Charles Window about this issue. My husband was fully aware that the Revdex.com complaint had been filed.
Charles Window sent me an email on September 29th - they were not asking for any information from me, no response seemed to be warranted.
Charles Window then forwarded the email that they have supplied to you on the same date - October 9th.
There has been no other emails from Charles Window to me. There have also been no phone calls from Charles Window to me in this time frame. I'm not sure why this representative is making these false statements.
Charles Window is working towards an installation date of 10/24 for both doors. This is nearly 3 months since our meeting with the sales rep and our order was placed. It is nearly a full month after the delayed, promised install date.
It seems as though our order fell through the cracks at Charles Window and at their supplier. If we had known about the supplier issues earlier, we might have opted to cancel the order.
I stand by this complaint.
Final Business Response /* (4000, 12, 2014/10/21) */
Installation on this door is scheduled for 10/24. Per agreement with Mr & our Production Manager, a discussion regarding the discount will happen at completion of install. We are aware of the frustration from the Client and we are doing everything that can be done to make this happen as quickly as possible. The vendor is working with us as diligently as they can in order to insure this door is delivered by the promised date, in order to comply with installation on 10/24.
As soon as we had been made aware of the issue with the vendor and the door, we contact the client immediately.
Final Consumer Response /* (2000, 17, 2015/01/20) */
1-20-15
Sent via email:
Thank you for following up. They did install the thresholds last week. - nearly 6 months after our initial meeting. This has been resolved, but I think there should still be some sort of note on your page of the website. It would be disingenuous to say they have a sterling reputation.
I can't tell you how grateful we are for your assistance. We have a humble home and completely reasonable expectations. This should not have been as difficult as it was. If you and the Revdex.com had not been involved, I don't know if the matter would have resolved. I really appreciate your support. And I hope that no one has to endure such a long drawn out project again.
Thanks,
[redacted]