Tri-State Window & Siding / Ultrashield Windows & Siding

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Global Power did not help solve the issue They said they had called the manufacture but after waiting two months, I call the manufacturer myself and they were just waiting for the lot number to reorder for me When it was scheduled to be reinstalled and I called the manufacturer again, because delivery had not happened, the were again waiting for Global Power to give them my address Global Power does not follow through and help if there is a problem The manufacture in [redacted] and they did not stand behind their product, but Global Power is a horrible company to work with if there is any kind of a problem They did not even offer to supple the replacement sand or any think else needed for the replacement They person responsible for customer complaints lied to his boss about what he had done and what follow though had happen Do not use Global Power for a distributor Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

To Whom It May Concern:Following is a timeline of events: On 12/16/16, we received a request for information from The Contractors Plan asking for the date of termination for *** *** On
1/11/17, a follow up e-mail was received from The Contractors Plan asking for the date of termination for *** ***. On 1/13/17, an e-mail was sent to The Contractors Plan providing the date of termination for *** ***. On 1/20/17, per The Contractors Plan, a distribution was processed and sent to *** *** closing out his account. Mr Erlendson has been fully paid by the Contractors Plan Let me know if you any further questions Regards *** ***, CFOGlobal Power Group, Inc

As to the matter at hand, we sold the requested amount of grass to Ms ***'s contractor, *** *** *** in May of The contractor is a customer who purchases artificial grass from us on a regular basisWith all our sales to contractors, we provide the contractor with a
manufacturer's certificate that explains any warranties honored by the manufacturerI have attached a copy of the manufacturer clearly showing the limitations of the warrantyInstallation costs are not included.We received a call from Ms *** claiming there was a defect in the productWe dispatched someone to Ms ***'s home to look at the product and submitted a claim to the manufacturerWe explained to her that claims take time for the manufacturer to processBoth Ms *** and the contractor asked if there was anyway for us to speed up the process by giving her the product along with reimbursement of the installation costsWe explained to both that the only portion under warranty was the product, not the installation, and that we would have to wait for the manufacturer to process the claimIn these situations, the contractor normally takes care of the labor since they sold the product with installation includedMs *** was not happy with the response.The manufacturer did take additional time to respond, which understandably frustrated the customerWe regularly informed the client we were waiting for a response backWe escalated the claim to upper management at the manufacturer and were able to get the matter resolvedWe moved as fast as the manufacturer did. Unfortunately, the customer wanted the resolution handled immediately and did not want to wait.Fortunately, Ms *** received the replacement product and the contractor installed it without charge.I hope this clarifies the issues that occurred and the eventual resolution of the matter,Feel free to contact me if you have any questions.Sincerely,*** ***Global Power Group

We are in receipt of Ms. [redacted]’s response to my letter dated November 9, 2015. Ms [redacted]’s claim that we did not help resolve the issue is not true.   There is no way the manufacturer would have fulfilled the warranty claim had we not been involved.  It is evident she’s upset because 1) the claim was not handled as quickly as she wanted, and 2) she did not receive a refund for labor and other costs.  In her last letter, she expresses her disappointment that we did not offer to replace sand and other material associated with the installation.  As stated in our first letter, that is not our obligation since we did not perform the installation and the manufacturer did not include it in the warranty. It is evident that the customer is unhappy, and that is unfortunate as we strive to ensure that our customer’s are satisfied.  Keep in mind that even though we did not sell the product directly to Ms. [redacted], we still consider her our customer.  However, I do not know what was represented to her by the contractor.  We continue to do business with the contractor who installed the artificial grass for her. The good news is that the matter was resolved.  Ms. [redacted]’s claim was processed and the product was delivered to her.   The contractor installed it for her at no cost.  Feel free to contact me if you have any further questions.  Please respond acknowledging receiptSincerely, [redacted]
[redacted]Phone: [redacted]Fax: [redacted]Cell: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This company was not responsive.  It did take several months but it was because they did not follow through with the lot number of even the delivery date and time details of why you are not satisfied with this resolution.   If I had not called the manufacture myself  I would most likely still be waiting.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Global Power did not help solve the issue.  They said they had called the manufacture but after waiting two months, I call the manufacturer myself and they were just waiting for the lot number to reorder for me.  When it was scheduled to be reinstalled and I called the manufacturer again, because delivery had not happened, the were again waiting for Global Power to give them my address.  Global Power does not follow through and help if there is a problem.  The manufacture in [redacted] and they did not stand behind their product, but Global Power is a horrible company to work with if there is any kind of a problem.  They did not even offer to supple the replacement sand or any think else needed for the replacement.  They person responsible for customer complaints lied to his boss about what he had done and what follow though had happen.  Do not use Global Power for a distributor.
Regards,
[redacted]