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Ultra Shield Windows & Siding

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Ultra Shield Windows & Siding Reviews (7)

As to the matter at hand, we sold the requested amount of grass to Ms [redacted] 's contractor, [redacted] 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 includedWe received a call from Ms [redacted] claiming there was a defect in the productWe dispatched someone to Ms [redacted] '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 [redacted] 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 [redacted] was not happy with the responseThe 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 didUnfortunately, the customer wanted the resolution handled immediately and did not want to waitFortunately, Ms [redacted] received the replacement product and the contractor installed it without chargeI hope this clarifies the issues that occurred and the eventual resolution of the matter, Feel free to contact me if you have any questionsSincerely, [redacted] Global Power Group

After filing this complaint the company has agreed to do the workWill need to cancel this complaintPlease let me know the Process [redacted] 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 Regards, [redacted] ***

We are in receipt of Ms [redacted] ’s response to my letter dated November 9, 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 receipt Sincerely, [redacted] Phone: [redacted] Fax: [redacted] Cell: [redacted]

After filing this complaint the company has agreed to do the work. Will need to cancel this complaint. Please let me know the Process.
[redacted]
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.
Regards,
[redacted]

As to the matter at hand, we sold the requested amount of grass to Ms [redacted]'s...

contractor, [redacted] in May of 2015. The contractor is a customer who purchases artificial grass from us on a regular basis. With all our sales to contractors, we provide the contractor with a manufacturer's certificate that explains any warranties honored by the manufacturer. I have attached a copy of the manufacturer clearly showing the limitations of the warranty. Installation costs are not included.
We received a call from Ms [redacted] claiming there was a defect in the product. We dispatched someone to Ms [redacted]'s home to look at the product and submitted a claim to the manufacturer. We explained to her that claims take time for the manufacturer to process. Both Ms [redacted] 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 costs. We 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 claim. In these situations, the contractor normally takes care of the labor since they sold the product with installation included. Ms [redacted] was not happy with the response.
The manufacturer did take additional time to respond, which understandably frustrated the customer. We regularly informed the client we were waiting for a response back. We escalated the claim to upper management at the manufacturer and were able to get the matter resolved. We moved as fast as the manufacturer did. Unfortunately, the customer wanted the resolution handled immediately and did not want to wait.
Fortunately, Ms [redacted] 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,
[redacted]
Global Power Group

After filing this complaint the company has agreed to do the work. Will need to cancel...

this complaint. Please let me know the Process.
[redacted]
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.
Regards, [redacted]

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 receipt
Sincerely,
 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Phone: [redacted]
Fax: [redacted]
Cell: [redacted]

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