Dear ***, I am sorry to hear that your siding is peelingI understand how this could be very frustratingAlthough we use high quality products there are occasionally manufacturer defects that we cannot foreseeWe are truly sorry for the miscommunication that must have happened to lead to this complaintI would like to address your complaints so that, hopefully, we can resolve this issue RE: “disappear once work was completed” - We value every one of our customers and strive for superior customer serviceOur company has been in business and located in the same building for years so we are most definitely around for our customers after the project RE: “lifetime siding” – The siding that you purchased from Tony’s has a manufactures warrantyOur sales people are responsible for explaining this to each customer in detailI’m sorry if there was any misinterpretation regarding your warrantyOn top of that, the hard copy of the warranty is always provided to the customer along with their final invoiceAt that point it is the customer’s responsibility to register the warranty with the manufacturerThe warranty on your siding was a year prorated warranty and was given to you in We stand behind our workmanship and if you had an issue involving the installation of your siding we would deal with that directlyHowever, peeling siding is a manufacturers defect and has nothing to do with the installation processTherefore, contacting the manufacturer is essential RE: “being told to contact the manufacturer” – Unfortunately the manufacturers want to deal directly with homeowners and not contractorsBecause we do not manufacture the siding this is out of our control RE: “the manufacturer telling you it was the installing companies problem” – This was very shocking to me so I called the manufacturer to ask them personally if this was the caseWhen I spoke with them they stated that they would never say that to a customer and the response that they give to every homeowner is “take out your warranty car, read it, follow the claim notification instruction and mail in proof of purchase” “No guarantee included” I think you are referring to the hard copy of the warranty cardAt the time your project was completed (2001) we sent the warranty card with your final invoice and marked on your job folder that the warranty and invoice had been deliveredIt would not have been with the initial paperwork but with the final invoice that the owner would have hand delivered to your houseI am very sorry if this was misplacedOne thing that we do now, to improve customer service, with all of our jobs is take a copy of the warranty for our customers and keep it on file but at the time of your project we were not yet doing that as an added benefit RE: “No follow up” I do have record that you contacted us on November 26, about peeling sidingThe person who took your call did tell you to contact the manufacturer, as this is a manufacturer defect, and provided you with a phone numberI do show that you had to call back because the phone number provided was incorrect and I am very sorry for that mistakeOn October 10, we heard back from you again and you stated that you did not have a paper copy of your warrantyUnfortunately, as noted above, we did not keep hard copies of every customers warranties back in We provided them to customers and from there they had to register and keep track of their warrantyIf there were any errors on our company’s behalf, I apologize I have no record of hearing from you again until May 6, If you were waiting for follow up from us during this time, I’m very sorryAfter we give a customer the manufacturers information this process is typically between the manufacturer and the customer so it no longer requires our attention Of course, customers are always welcome to reach out to us if issues ariseOn May 6th, 2016, after you contacted us stating your issue had not been resolved, I reached out to you and the manufacturer on your behalfI collected all of the paperwork that we had at our disposal and sent it to you I hope this satisfied your requirements and that the manufacture is able to resolve your siding issue to your satisfaction I sincerely hope that this explanation resolves any bad feelings that you have about our company due to this misunderstandingWe appreciate your business and hope that we have fulfilled your requests
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me
Dear ***, I am sorry to hear that your siding is peelingI understand how this could be very frustratingAlthough we use high quality products there are occasionally manufacturer defects that we cannot foreseeWe are truly sorry for the miscommunication that must have happened to lead to this complaintI would like to address your complaints so that, hopefully, we can resolve this issue RE: “disappear once work was completed” - We value every one of our customers and strive for superior customer serviceOur company has been in business and located in the same building for years so we are most definitely around for our customers after the project RE: “lifetime siding” – The siding that you purchased from Tony’s has a manufactures warrantyOur sales people are responsible for explaining this to each customer in detailI’m sorry if there was any misinterpretation regarding your warrantyOn top of that, the hard copy of the warranty is always provided to the customer along with their final invoiceAt that point it is the customer’s responsibility to register the warranty with the manufacturerThe warranty on your siding was a year prorated warranty and was given to you in We stand behind our workmanship and if you had an issue involving the installation of your siding we would deal with that directlyHowever, peeling siding is a manufacturers defect and has nothing to do with the installation processTherefore, contacting the manufacturer is essential RE: “being told to contact the manufacturer” – Unfortunately the manufacturers want to deal directly with homeowners and not contractorsBecause we do not manufacture the siding this is out of our control RE: “the manufacturer telling you it was the installing companies problem” – This was very shocking to me so I called the manufacturer to ask them personally if this was the caseWhen I spoke with them they stated that they would never say that to a customer and the response that they give to every homeowner is “take out your warranty car, read it, follow the claim notification instruction and mail in proof of purchase” “No guarantee included” I think you are referring to the hard copy of the warranty cardAt the time your project was completed (2001) we sent the warranty card with your final invoice and marked on your job folder that the warranty and invoice had been deliveredIt would not have been with the initial paperwork but with the final invoice that the owner would have hand delivered to your houseI am very sorry if this was misplacedOne thing that we do now, to improve customer service, with all of our jobs is take a copy of the warranty for our customers and keep it on file but at the time of your project we were not yet doing that as an added benefit RE: “No follow up” I do have record that you contacted us on November 26, about peeling sidingThe person who took your call did tell you to contact the manufacturer, as this is a manufacturer defect, and provided you with a phone numberI do show that you had to call back because the phone number provided was incorrect and I am very sorry for that mistakeOn October 10, we heard back from you again and you stated that you did not have a paper copy of your warrantyUnfortunately, as noted above, we did not keep hard copies of every customers warranties back in We provided them to customers and from there they had to register and keep track of their warrantyIf there were any errors on our company’s behalf, I apologize I have no record of hearing from you again until May 6, If you were waiting for follow up from us during this time, I’m very sorryAfter we give a customer the manufacturers information this process is typically between the manufacturer and the customer so it no longer requires our attention Of course, customers are always welcome to reach out to us if issues ariseOn May 6th, 2016, after you contacted us stating your issue had not been resolved, I reached out to you and the manufacturer on your behalfI collected all of the paperwork that we had at our disposal and sent it to you I hope this satisfied your requirements and that the manufacture is able to resolve your siding issue to your satisfaction I sincerely hope that this explanation resolves any bad feelings that you have about our company due to this misunderstandingWe appreciate your business and hope that we have fulfilled your requests
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me