True View Windows & Glass Block, Inc.

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.

Good afternoon Revdex.com,  I read over the response from True View Windows and they are not telling the truth, as I said in my initial complaint I would implore the Revdex.com to get a copy of that recording because on that recording as I said before you will here there representative specifically tell me to hold on while they ask there supervisor/manager IF they were able to service my front door!!!! Yes my complaint was about the dust and yes it was the wind, however it was coming in from the front door just like it still is!!!!  Please Revdex.com request the recording of the conversation and you will hear RIGHT AWAY that I am telling you the truth and they are not!  

Regards,

I have spoken to [redacted] and we have resolved this issue.

The only positive comment I can make about this company is that my new window looks great. Aside from that, True View Windows lacks customer service skills and professionalism. I should have know what I was getting myself into from the moment I spoke to Judd (sales manager), who I contacted for an estimate. He asked if I wanted the estimate via email or a phone call. I said both. The next day, I got my estimate via TEXT. Yes, the sales manager texted me my quote.

After someone came out to my home to measure the window, I waited a week for someone to call me to set up an appointment for the installation. I texted Judd that I hadn't heard from anyone and he asked me to call him because he had the paper work for me to sign. Wait, what? He had the paper work and he kept me waiting for a week and now he wants ME to call him?

When my window finally came in, my appointment time was 7-12pm. I got a call the day before my installation date, letting me know the installers would be at my home between 10-11am. The day of my appointment, I had to call them 3 times, EVERY HOUR, between 10:30am-12:45pm, to find out when the installers were going to arrive. Every hour they gave me the run around, making me believe the installers were on their way. At the 12:45 hour, they finally admitted that the installers hadn't even left the appointment prior to mine. There was an issue with that installation, which carried over into my appointment.

Why didn't anyone reach out to me to tell me they were going to be prolonged? Not once did they call me and let me know about the delay. I had to call to find out what was going on. Overall, they were over 3 hours late.

I told the manager I spoke to, that I wanted compensation for the inconvenience. I was led to believe I would be offered a discount, but later in the week - that was retracted.

The window coordinator, Stephan, told me they didn't feel a discount was necessary just because they were late. They were over 3 hours late! That is unacceptable. On top of that, they never called me to tell me they were going to be this late.

I'm staying with my family, while my home is being remodeled. I took the day off from work, drove over 5 hours to be at my home to meet with the installers. My entire morning was wasted because these people don't know how to communicate with each other and the customer. The lack of consideration for my time and respect for me, as a customer, is evident. When the offer of giving me a discount was retracted, they told me, instead, they'd give me a discount on my next service, which I found that to be incredibly insulting.

I called the number on their website and when Erin answered the phone, I asked her for the name of the President/CEO of the company. I was asked why, in the rudest tone, by Erin. Needless to say, she wouldn't give me the name I asked for, and so I told her I'd find it elsewhere. Why she wouldn't give me the President's name is beyond me, but Erin's resistance and rudeness only added to my piling list of complaints.

I wrote a letter to the President of this company, Jamie R[redacted], and to the Customer Service Manager, Celina G[redacted]. The response I received was from the Quality Control Manager, Shelly, who did apologize for how my appointment was handled and let me know that certain changes were being made internally, based on the feedback I had written in the letter. Once again, the offer to give me a discount on my NEXT service was an option and nothing pertaining to the previous service - which the complaint was about.

Maybe the damage is already done because I'm still not satisfied with the response I received from Shelly. I had really, really hoped she would tell me something that would make me feel better and not need to write this review, but after our talk, my feelings haven't changed.

Why would I want to give another penny to a business that is trying to get me to come back, when they haven't even compensated me for what they put me through, to begin with? How do I know I'm not going to get screwed over next time? Actions speak louder than words. I appreciate the apology, even though it wasn't from Mr. R[redacted], and it's great that they're making changes because they definitely need to, but they have failed AGAIN in keeping me from wanting to do any business with them.

Sometimes customers contribute to the problem they're having with a business, that leads the transaction to being escalated. Here's the thing though - I didn't do anything wrong. I gave them valid payment, I was at my home to let the installers in, I made sure nothing was blocking the window they replaced and they had full access to my home, without anything or anyone being in their way. They kept me waiting for over 3 hours, never once called me to say they would be late and with no consideration for the time I wasted waiting for them. When I did complain, the only compensation I'm offered is an apology and a discount on my next service. Apologies are nice, but they don't pay for the gas that I wasted when I was driving around, trying to kill time, while I waited for the installers.

Based on the overall responses I've received from True View, what I take from this experience is them telling me that they don't really value me as a customer, they don't care about my time and since they already have my money - they don't feel the need to appease me in any way, except to give me empty promises. Consider this customer lost and I have told several people about this experience and will continue to do so.

Mrs. [redacted] is correct; she contacted us on 5/31/16 in the late morning to have us come out and repair her single pane glass.  WE...

arrived that afternoon ready to install the new glass piece.  However, upon inspection it was discovered that because of the glass location, it is required by Building Code to be a safety glass (tempered).  We advised Mrs. [redacted] of this, collected her 50% deposit (standard policy on special orders) and placed the order for the glass the next business day. 
 
Our lead time for tempered glass was in the past, 10 business days but because all of the vendors in the valley have extended their lead times to 14 – 20 days for any type of tempered glass, there is nothing we could do to get this any faster.  Because of the delay, we did give her a $50 discount off of the total order Of $265.00.  The delay was out of our control and I feel that the discount was our way of letting her know that we felt bad about the situation.
 
True View did install the glass for her on 6/16/16 in the afternoon.
 
Thank you,

Regarding the above comments, I have listened to the recorded call from Mr. [redacted] on 6/8/15 @ 2:15pm.  He indicated to [redacted] that he had problem with his windows and doors not sealing and wanted to know if anything could be done about this because they have dust in the house all the...

time.    [redacted] explained that it’s a possibility that the mohair (weatherstripping) need be replaced but for a $39.95 diagnostic fee, we would send a technician to his home to evaluate if anything could be done to help.  He was fine with this charge.  [redacted] also reaffirmed this $39.95 fee again during this call and again, he understood. Upon arrival, our technician did tell the customer we do not work on swinging doors (we offer service to sliding glass doors only) but didinspect every window in the home,  he recommended replacing the mohair 8 windows, in additional to other service work to windows for better operation.After listening to the call, hearing Mr. [redacted] clearly state that he had issues with dust in his home and felt it was with his doors ANDWINDOWS, having our technician spend at least an hour on site inspecting everything, True View will NOT be issuing any refund to this customer.

I am satisfied with the installation of the window. They were right priced. Having a their showroom/plant locat is a big plus.

Review: True View installed a 52"x103" wall mirror 12-19-13. Several months ago black spots appeared on the top of the mirror. On 2-25-16, True View Sent a Technician to evaluate the problem. The Technician indicated that he had never seen anything like that and indicated that it appeared to be a defect in the product. He took a picture and said that it looked like more black spots were coming around the top. A week later, I called True View to discuss the Technician's finding and what could be done to correct the problem. I was told at that time that there was a three month warranty and the product was no longer covered. There was never a mention of a three month warranty at the time of purchase or after installation. I never received any warranty information. I am requesting the defective mirror be replaced at their expense. The Manager has not returned my call.Desired Settlement: Replacement of product

Business

Response:

Jasmine,I wasn’t aware there was a complaint from this customer. Mr. [redacted] of 9104 S 15th Way, had a mirror installed by True View Windows in 2013, which was far out of it’s warranty period. However, we did send a technician out to inspect and he discovers black marks on the edge of the mirror in 1 or 2 small areas. We then had a Supervisor go out to look at and determine what was going on.To date, we are not 100% sure what has caused the black spot, but we have advised Mr. [redacted] on about 3/16/16 that we would be remaking the arched mirror and installing it for him at no charge. The new mirror is scheduled to be installed 3/30/16.If you need anything future, please feel free to call me.Shelley D[redacted] True View Windows & GlassO: 602.431.TRUE (8783)www.TrueViewAZ.com

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted]. True View's Technicians installed a new mirror on March 30, 2016 and I am satisfied with the new product. I thank True View's Management Team for stepping up and doing the right thing. I hope there won't be future problems with the newly installed product. Regards [redacted]

Review: Vendor took down wrong glass thickness. After identification, company consistently refused to acknowledge their error and was very slow in attempting to resolve the issue. After more than three days of working with them they came back with a new delivery date for the corrected part that was way outside our window. The issue was they didn’t get the info to us until the end of the third day so it was the morning of the fourth day we told them to back off the entire deal as they have been too horrible to deal with.

We even realized that going with the backup vendor was going to be a bit more in pricing, however, we felt, given how they treated us to date, we would be out of luck with any future warranty issue.

Lastly, vendor called the my contractor (company doing the work on my behalf, I am the homeowner) on 6/7/13 and stated he wanted to "kick his a**" and the homeowner's "a**" too. He stated he was going to "show up anyway on the 17th to install then take us to claims court". This CONFIRMED to the homeowner that this company believes it never makes mistakes and any work it does would be suspect AND any warranty request by the homeowner would be rebuffed by the vendor.

Little Details:

*Vendor still believes it didn’t make a mistake in the thickness of the glass -- it is obvious to all present people the sales rep made an error, as you see, we were discussing 3/4" glass and settled on 1/2" glass - cheaper glass is 3/8" -- I suspect the sales rep circled 3/8" due to the discussion around 3/4" being it was late on Friday 5/31

*Vendor would promise immediate call returns, then not call back for the entire day - every resolution issue from the vendor came at the end of the day. To us, it appeared they were not making us a priority due to the potential loss of profit from their error. The result was we had to contact them the next morning and then they would take the day to respond.

*Vendor even promised to call homeowner back within the hour of an initial call on Friday 6/7 -- instead, the vendor called the contractor and threatened to "kick his a**". Homeowner called vendor an hour later and vendor admitted to not calling homeowner back even though it is what they agreed to do.

This last bullet point is the root of the issue - the company commits to something then does not deliver and doesn’t feel that have to. The vendor didn’t care they committed to calling me back within the hour, they felt they could resolve the issue the way they wanted and ignore the real customer (me).

Vendor contacts: Jamie (claims to be the owner, but given my dealings with them, I have no idea who he is); Wendy phone contact with customer; sales rep I believe was Dave or Dan (though I am not sure, I do believe the sales rep made a mistake anyone of us could have made in that role, but the company management made the real mistakes)Desired Settlement: We request the deposit back due to the drawn out way the vendor handled it. After putting together the details in this complaint, I have come to the conclusion that the vendor was always attempting to keep us on the hook and not lose the business instead of truly dealing correctly with the issue.

This is for the Royale Renovations order for Patrick McCarthy

True View was awesome! [redacted] was my sales rep, who was patient and very responsive. He worked within my budget to replace all of my single pane windows to energy efficient ones. The installers were prompt, on time and addressed any concerns or questions I had. I got recommended by a friend for his windows and I am glad I listened to him. Great company, great people, very impressed!!

Needed to have a cracked window repaired rather quickly. Called, they answered (a plus), were pleasant (another plus) and set an appointment on a Saturday to accommodate my schedule. Technician arrived early, and replaced the window in under 30 minutes. Price was exactly what was quoted, service exceeded expectations. Can't beat that with a stick. Not that one would want to. Will definitely call again if needed!

Review: I called True View about getting my front door to properly seal because wind and dust would come through the front door all the time. At the time of my first call the lady I was speaking too said they couldn't do that for me, but then told me to hold on and she was "going to ask a supervisor" she asked a supervisor and came back a few minutes later and said they could have someone out to check the problem and it wouldn't be an issue. My main concern was the front door and the seal the entire time and main goal to have them come out. Anyway a couple days later they came out and when the technician got there my wife informed him that we wanted to find out how to fix the front door seal. He said he could not do it and they did not do this sort of work, well as they were talking I showed up there and told him I had already talked to the lady and she confirmed with her supervisor that they could take care of this, he said if they said that then they would give me a bid on it. Anyway while he was there we had him look too see if there were any other issues as well. He left and said later that day they would send me a bid over for the work. Later that day I got the bid and it did not have the front door issue on it at all, so I called them and they said they could not do the work. I expressed my concerns and told them that was the MAIN goal of calling them, no other window or door has visible dust and wind coming through it. In the interim of all of this they charged my credit card $39.95 and when I found out I told them I wanted a refund since they could not even do the work that was asked of them, I would NOT have had them come out if they couldn't fix the main issue. The next day a supervisor called my back and I told her all of this she said the calls were recorded and she would listen to the call and get back to me, that was 2 weeks ago and I have not heard anything and there was no refund at all!!! I would implore the Revdex.com to listen to the recording and they will see that I made sure they could fix the front door. This seems to be one of those companies that will take your "service fee" and tell you they can do anything just to step foot in your house and up sell all there other services!Desired Settlement: I want a refund of my $39.95 that's all nothing more.

Business

Response:

Regarding the above comments, I have listened to the recorded call from Mr. [redacted] on 6/8/15 @ 2:15pm. He indicated to [redacted] that he had problem with his windows and doors not sealing and wanted to know if anything could be done about this because they have dust in the house all the time. [redacted] explained that it’s a possibility that the mohair (weatherstripping) need be replaced but for a $39.95 diagnostic fee, we would send a technician to his home to evaluate if anything could be done to help. He was fine with this charge. [redacted] also reaffirmed this $39.95 fee again during this call and again, he understood. Upon arrival, our technician did tell the customer we do not work on swinging doors (we offer service to sliding glass doors only) but didinspect every window in the home, he recommended replacing the mohair 8 windows, in additional to other service work to windows for better operation.After listening to the call, hearing Mr. [redacted] clearly state that he had issues with dust in his home and felt it was with his doors ANDWINDOWS, having our technician spend at least an hour on site inspecting everything, True View will NOT be issuing any refund to this customer.

Consumer

Response:

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.

Good afternoon Revdex.com, I read over the response from True View Windows and they are not telling the truth, as I said in my initial complaint I would implore the Revdex.com to get a copy of that recording because on that recording as I said before you will here there representative specifically tell me to hold on while they ask there supervisor/manager IF they were able to service my front door!!!! Yes my complaint was about the dust and yes it was the wind, however it was coming in from the front door just like it still is!!!! Please Revdex.com request the recording of the conversation and you will hear RIGHT AWAY that I am telling you the truth and they are not!

Regards,

Review: It took them 3 service calls for them to correctly install a replacement glass for a window. Additionally, It took several calls and dealing with internal company issues/mass confusion to finally get solar screens installed on some windows. The whole process took over 2 months. The Customer Service Mgr was suppose to be looking into issuing me a billing adjustment for all the issues but I did not receive additional communication on that matter. The last straw was when I opened a credit card statement and discovered that True View charged one of my credit cards without my consent and it was charged before all the work was complete. I put several calls into Customer Service but have not received a call backDesired Settlement: First I would like an explanation as to why they are illegally charging someone's credit card without consent and why was I charge prior to all work being completed. I am still waiting for a billing adjustment.

Business

Response:

I have spoken to [redacted] and we have resolved this issue.

I am satisfied with the installation of the window. They were right priced. Having a their showroom/plant locat is a big plus.