Tony's Lifetime Exteriors, Inc.

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 [redacted], I am sorry to hear that your siding is peeling. I understand how this could be very frustrating. Although we use high quality products there are occasionally manufacturer defects that we cannot foresee. We are truly sorry for the miscommunication that must have happened to lead to this...

complaint. I would like to address your complaints so that, hopefully, we can resolve this issue. 1.       RE: “disappear once work was completed” - We value every one of our customers and strive for superior customer service. Our company has been in business and located in the same building for 43 years so we are most definitely around for our customers after the project. 2.       RE: “lifetime siding” – The siding that you purchased from Tony’s has a manufactures warranty. Our sales people are responsible for explaining this to each customer in detail. I’m sorry if there was any misinterpretation regarding your warranty. On top of that, the hard copy of the warranty is always provided to the customer along with their final invoice. At that point it is the customer’s responsibility to register the warranty with the manufacturer. The warranty on your siding was a 50 year prorated warranty and was given to you in 2001. We stand behind our workmanship and if you had an issue involving the installation of your siding we would deal with that directly. However, peeling siding is a manufacturers defect and has nothing to do with the installation process. Therefore, contacting the manufacturer is essential. 3.       RE: “being told to contact the manufacturer” – Unfortunately the manufacturers want to deal directly with homeowners and not contractors. Because we do not manufacture the siding this is out of our control. 4.       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 case. When 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”. 5.       “No guarantee included” I think you are referring to the hard copy of the warranty card. At 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 delivered. It would not have been with the initial paperwork but with the final invoice that the owner would have hand delivered to your house. I am very sorry if this was misplaced. One 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. 6.       RE: “No follow up” I do have record that you contacted us on November 26, 2015 about peeling siding. The person who took your call did tell you to contact the manufacturer, as this is a manufacturer defect, and provided you with a phone number. I do show that you had to call back because the phone number provided was incorrect and I am very sorry for that mistake. On October 10, 2015 we heard back from you again and you stated that you did not have a paper copy of your warranty. Unfortunately, as noted above, we did not keep hard copies of every customers warranties back in 2001. We provided them to customers and from there they had to register and keep track of their warranty. If there were any errors on our company’s behalf, I apologize.  I have no record of hearing from you again until May 6, 2016. If you were waiting for follow up from us during this time, I’m very sorry. After 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 arise. On May 6th, 2016, after you contacted us stating your issue had not been resolved, I reached out to you and the manufacturer on your behalf. I 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 misunderstanding. We appreciate your business and hope that we have fulfilled your requests.