Thompson Creek Window Company

Review: I had made arrangements with Thompson Creek to repair gutters on the back of my house that had been damaged during Superstorm Sandy. When TC representatives visited the house to determine an estimate for the repairs, my contractor had not begun work on the house. During the course of the contractor's ensuing repair work, the contractor mistakenly put gutters on the back of the house - they were supposed to leave the gutters off. TC had installed new gutters on the house in Feb/March 2012, and I wanted TC to replace the damaged gutters.

On the day of the repairs, April 10, 2013, a representative from TC visited the house in advance of the workmen. He told my son (I was at work) that they would be able to use the new, existing downspouts and would not need to replace them. The workmen arrived and replaced the gutters.

A TC rep called me the following day to ask about my satisfaction with the work. I mentioned to her that the TC rep had stated the existing downspouts could be used, and questioned whether they were replaced or not. She stated she would check into it and call me back. She called back the following day to state that, they had checked, and the downspouts were replaced. When I returned home Friday the 12th, I checked the downspouts myself. There were significant cobwebs on both and, furthermore, the workmen had left the gutters they replaced in the back yard - there were no downspouts. [redacted], the Head of Service, had left a voice mail on my home phone, asking me to call him to discuss. I called him on Tuesday, April 16 and left a message on his voicemail, relating to him my personal observations of the downspouts, and informing him that TC had definitely not replaced them. He has not returned my call.Desired Settlement: This is really a matter of principle. I am really appalled that a company with TC's "supposed" reputation would deliberately misrepresent the services provided. When asked, they said they "didn't know who" had spoken to my son, and said they had done a "visual" inspection of the downspouts themselves to confirm they had been replaced. The downspouts CLEARLY had not been replaced - it is self-evident.

Business

Response:

We have spoken to [redacted] and apologized for the confusion on our end in regards to charging her for downspouts that we did not use on the recent gutter service preformed at her home.

Review: On 11/12/2011 we entered into a contract agreement with Thompson Creek for the installation of a front door and one set of windows in the den of our home. As part of this agreement we agreed upon the use of a thrid party finance company, [redacted]., and were approved for 72 month financing with a monthly payment of 118.89 per month. During the sales presentation the sales person guarnteed that the color selected would match our existing shutters (as required byt HOA regulations). However, upon its installation in February of 2012 the colors did not match and we contacted Thompson Creek in an effort to recify the matter. The Service Agent advised they would send a Service Manager to examine our complaint and he did come to the home and agreed that they did not match. Then subsequent discussions with the Service Manager at the time, it was agreed that I would get estimates from two sources to have the shutters painted and that Thompson Creek would determine if they would pay the cost. This was confirmed via an e-mail from Thompson Creek on March 9 , 2012. On April 7, 2012 I sent an email to them confirming the delivery of the paint esimates and on April 9, 2012 Thompson Creek representative confirmed they had them and that she was forwaarding them to a mangaer for review. On June 6, 2012 I received an email from the Service Department Manager asking that we sign the completion certificate that I had not signed because of the on going paint matter. On 6/12/12 I sent an email to my Project Manager, who had been corrosponding with me in regards to the paint matter and I never received a response from her. On June 28, 2012 we received a phone call from Thompson Creek "New" Project Coordinator apologizing for the delay in getting back to us about the issue with the shutters and that our former Project Coordinator was no longer with the company. On July 2, 2012, I again sent the paint esitmates to this new coordinator and explained to her that we had already taken care of the pinting because it had been 4 months with out hearing from their company. She asked for these again to see what they could do to help us out in regards to the cost. She also acknowledge receipt of these esimates on 7/2/2012. we did not hear anything back from Thompson Creek until February 5, 2013 yet another Service Coordinator contacts my wife by phone and then me by email asking again for copies of the estimates for the painting of the shutters. On 2/12/13 I emailed the esimates and received acknowledgement from this Customer Service Rep. She also apologizes for no one getting back to us in regards to this and indicated she would give them to her manager. On 2/12/13 I received yet another email asking if I had a receipt for the painting and I spoke to her on the phone and advised that I paid cash for the $200 contract. On 2/13/13 I received an email from this Service Coordinator offering to a $400 credit to our charges for the painting and asked that since our original financing was through a third party financial company they would like to refile the application and run our credit report. On 2/13/2013 I sent an email to this rep. indicating that we did not want our credit report to be run again because we did not want a "hard" hit on it because we are in the process of re-fi of our home and thanked them for the offer of $400. On 2/15/13 we receive an e-mail from the Accounts Receivable Manager explaining our outstanding balance and a request to pay a promissary note span a period of six months at 870.67 per month. On 2/18/13 we replied to the email and advised that this was not a do-able amount and was over 7 times the agreed financing with copies sent to other mangers within the company. on 2/19/13 the Accounts Receivable Manager symphazies with our matter of re-fi and the payments and that it is her intent to work with us to resolve the outstanding balance. Then on 2/21/13 she sends another email apologizing but we still need to clear up the outstanding balance. My wife, [redacted] replies to her email and advises that we can afford $145 per month and that we would send higher or additional payments as we could. On February 22, 2013, we receive another email from the Accts. Receiveable Mgr and this time she offers, $250 for the first four months and $528 for the following 8 months in a hope that we would be able to seek financing in the first four months. She explains that their company uses third party financing and that it expires over a period of 90 days. This morning, 2/25/13 we had a call with this woman and explained that this was still not a doable payment plan and that we needed to work on a feasible plan. She at a point said that she would have to speak to their CFO and if necessary put the account into collections. We feel that this is an error on the companies site and that they have not complied with the contracts originally signed in 2011 or have they made any of the necessary repairs to our home, we have had to pay out of pocket for the painting of our shutter in order for them to match and comply with the HOA. We have completed every task that Thompson Creek has asked us to complete and some times multiple times. It is not our fault that they had employee turn over and that the matters were not given to another employee to handle in a timely manner. At this point we feel that Thompson Creek is trying to pressure us into payments that we are uncomfotable with and may not be able to make. We have made every effort to work with them and seems that they have realized that an account is outstanding almost a year and half and they want to close it from their books.Desired Settlement: The only thing we are looking for is the original agreed financing without a credit check and the $400 credit from the balance as they offered. We are throughly pleased with the product just not the way this account has been handled since the first notice we gave them about the door paint color.

Business

Response:

We have already credited the customer’s account with the $400 for painting their shutters. Due to the fact that their financing offer from [redacted] had expired, we entered into discussions with the customer to determine how the balance would be paid. The customer did not want to re-apply to a third party lender or have their credit report pulled which we respected. We made several offers of in-house financing, the terms of which were shorter than the [redacted] financing because we are not a lending institution and we are not in the business of long term financing. These payment plans were ZERO interest plans, which would save the customer a lot of money. The customer declined all of our offers and also told us that they refuse to sign any documents, including a new note to Thompson Creek. We retrieved their original signed loan document which is made out to Thompson Creek and I examined it to determine if we could still use it. It appears that we can. I asked [redacted] today to contact the customer and offer them the same payment arrangement they agreed to and signed documents for. We will not be assigning the note to a third party lender; it will be held by Thompson Creek. The only condition would be signature on a completion certificate which is the same terms and conditions as originally agreed. We hope and trust that this plan, requested and previously agreed by our customer, will remain acceptable to them. Sincerely,[redacted]Chief Financial OfficerThompson Creek Window CompanyOffice: [redacted] | Local: [redacted] | Direct: [redacted]