Travis Scale Co

On January 5, 2016, the customer came to Sandia Sunrooms office and met with the owner and construction supervisor After reviewing the patio cover issues, we assured the customer that they can all be easily fixed We reiterated that Sandia Sunrooms is more than willing and able to fix all the issues in a short period of time The customer said he does not want Sandia Sunrooms to fix the issues but to just remove the patio covers from his property The customer requests that Sandia Sunrooms tear down the two patio covers, remove the concrete footings and fill in the holes, haul away all materials and debris, and provide the customer with new fascia boards for affected areas that the customer will install on his house Sandia Sunrooms would much rather fix the issues and have the customer enjoy the patio covers than tear them down Also, Sandia Sunrooms recently offered to re-install the patio covers as one stand alone patio cover in the customer's yard (not attached to the house) at no additional cost The customer declined this offer However, Sandia Sunrooms is willing to perform the customer's request, at no additional cost to the customer, if the customers will sign an agreement releasing any claim on the patio covers and holding Sandia Sunrooms harmless and not liable if any future action is taken The customer understands and accepts that there is no refund of money Just for the record, attached is a couple of pictures of the installed patio covers (the two are connected) and a copy of the Quality Check Form for each patio cover The Quality Check Form is filled out and signed by the customer shortly after the product is installed

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 meI would like to know how the refund of $will be sent to my wife and I and also what the anticipated timeline is for the refund? I do appreciate the fact that Sandia Sunrooms has been willing to refund us the price of $ I also understand that although Sandia Sunrooms is not the manufacturer of the windows they have still have taken action to make what we feel to be wrong, right I would like Mr [redacted] to know that [redacted] has been extremely helpful and kind with all of the issues we have had [redacted] has been the front man for reordering and installing these windows over the period of time and has always seem to go above and beyond his duties of an installerHe carries himself extremely well and has a great deal of professionalism and has pride in his workPlease know that he is a great part of the team and should be valued as such Regards, [redacted] ***

I reject business responsePhase one project completion date4-14-2015Invoice / Acc # [redacted] ***Workman sent to jobsite Oct23, mos later Sandia Sunrooms owner never went to the job site sales person, measurement person scope out the the jobsiteBut never climbed the roofThey didn’t see the roof situationThe patio cover is leaning and there’s a dip on the roofWater saddlesPhase Two date 7-20-2015Invoice / Acc # [redacted] ***Measured wrongPatio cover leaning along with the phase oneTo me as an home owner we will still make payment on our account we just want the patio cover removed, we have no use for the patio coverRevdex.com ID [redacted] Date 1-5-[redacted]

I apologize to the customer. Sandia Sunrooms will refund $2,000 to the customer as requested. Also, if the customer wants to buy 3 windows from another company (that match close enough), we would be happy to install them at no charge within a 12 month period of time. The window... manufacturer's attempts to get it right have been unacceptable. Although our window provider has assured us that they have corrected their manufacturing issues, we are in the process of looking for alternatives.Sincerely,Jack P***

A workman was sent to fix the leak and take care of any other issues on October 23, However, when the workman arrived, the customer would not allow him to do any work and turned the workman away Since that time, I have personally talked to the customer and let him know that we are
willing and able to fix any problems or issues he has with the patio covers I let him know that we have a signed contract and that the patio covers cannot be returned (no refund of money) But, if he will let us, we are happy to do any work necessary to fix any issues - even if we need to send out a professional roofer to check out his house roof (where we think the leak is coming from).Jack P***Owner

January 12, 2016Responding to letter dated January 8, 2016ID [redacted]1 Letter dated 1-5-2016We like to discuss with Revdex.com Operation Team in person.2 Complaint was called in two weeks after the 1st phase was done3 Workman was sent to jobsite 6 months later4 The company owner never went to the job site. Just answering the homeowner reports from workers and pictures5 I discuss with the company owner and construction supervisor of 6 months is to long. The company owner agreed with me discussed with them in person.6 The salesperson and construction supervisor went to the job site but never climb the roof.7 I showed video pictures to the company owner.8 Yes I declined message from business dated January 5, 2016.9 We just want the patio cover taken outID [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. I would like to know how the refund of $2000 will be sent to my wife and I and also what the anticipated timeline is for the refund?  I do appreciate the fact that Sandia Sunrooms has been willing to refund us the price of $2000.  I also understand that although Sandia Sunrooms is not the manufacturer of the windows they have still have taken action to make what we feel to be wrong, right.  I would like Mr. [redacted] to know that [redacted] has been extremely helpful and kind with all of the issues we have had.  [redacted] has been the front man for reordering and installing these windows over the period of time and has always seem to go above and beyond his duties of an installer. He carries himself extremely well and has a great deal of professionalism and has pride in his work. Please know that he is a great part of the team and should be valued as such. 
Regards,
[redacted]

I reject business responsePhase one project completion date. 4-14-2015Invoice / Acc # [redacted]Workman sent to jobsite Oct. 23, 2015 6 mos later Sandia Sunrooms owner never went to the job site sales person, measurement person scope out the the jobsite. But never climbed the roof. They didn’t see the roof situation. The patio cover is leaning and there’s a dip on the roof. Water saddlesPhase Two date 7-20-2015Invoice / Acc # [redacted]Measured wrong. Patio cover leaning along with the phase one. To me as an home owner we will still make payment on our account we just want the patio cover removed, we have no use for the patio coverRevdex.com ID [redacted] Date 1-5-2016[redacted]

On January 5, 2016, the customer came to Sandia Sunrooms office and met with the owner and construction supervisor.  After reviewing the patio cover issues, we assured the customer that they can all be easily fixed.  We reiterated that Sandia Sunrooms is more than willing and able to fix all the issues in a short period of time.  The customer said he does not want Sandia Sunrooms to fix the issues but to just remove the patio covers from his property.  The customer requests that Sandia Sunrooms tear down the two patio covers, remove the concrete footings and fill in the holes, haul away all materials and debris, and provide the customer with new fascia boards for affected areas that the customer will install on his house.  Sandia Sunrooms would much rather fix the issues and have the customer enjoy the patio covers than tear them down.  Also, Sandia Sunrooms recently offered to re-install the patio covers as one stand alone patio cover in the customer's yard (not attached to the house) at no additional cost.  The customer declined this offer.  However, Sandia Sunrooms is willing to perform the customer's request, at no additional cost to the customer, if the customers will sign an agreement releasing any claim on the patio covers and holding Sandia Sunrooms harmless and not liable if any future action is taken.  The customer understands and accepts that there is no refund of money.  Just for the record, attached is a couple of pictures of the installed patio covers (the two are connected) and a copy of the Quality Check Form for each patio cover.  The Quality Check Form is filled out and signed by the customer shortly after the product is installed.

I apologize to the customer.  Sandia Sunrooms will refund $2,000 to the customer as requested.  Also, if the customer wants to buy 3 windows from another company (that match close enough), we would be happy to install them at no charge within a 12 month period of time.  The window...

manufacturer's attempts to get it right have been unacceptable.  Although our window provider has assured us that they have corrected their manufacturing issues, we are in the process of looking for alternatives.Sincerely,Jack P[redacted]