Universal Windows Direct Akron

Initial Business Response /* (1000, 5, 2016/01/19) */
We spoke directly to the customer regarding this complaint on 1/14/2016. At the bottom of this response is the email sent to the customer recapping the conversation.
We originally went to the customer's house the same day we received his...

concerns back in mid December. Since we received his call several days after the install we asked if the issues described could have happened after the install. This sometimes happens without the customer being aware. We apologize if he was offended by this question. We asked because the two issues described are normally either fixed, or scheduled to be fixed, at the time of the original install. Nothing was mentioned by our install crew upon the original install.
We originally offered to replace the screen material (rescreening) and to wet sand the minor starches on the inside of the vinyl. The customer seemed pleased with this resolution. He even offered to provide the sandpaper.
In discussion with the customer on 1/14/2016, we strongly advised that the customer NOT paint the interior of the vinyl as this is not an industry standard. The paint will not likely adhere long-term. The factory does not even paint the inside of the vinyl. As we DO NOT recommend painting the windows we should not have to pay for this. Again, we offered to fix this along with the screen.
We originally understood from the customer that this work could be done the next time we had an install in area since the screen would not be used in the winter months. We would wet sand the scratches in the interior vinyl at the same time. Neither of the two issues affected the performance of the windows. Through this complaint, we learned that the customer had a different understanding of the timing for the repair work. The customer did not contact us again any time after we went to his home to address the two issues to clarify his understanding of the timing.
We also learned through this complaint that we that we mistakenly did not bill the customer's credit card for the $1,000 for the down payment, but instead billed it to the 0% interest credit line we established for them for the project. The total amount billed was correct however. We could have fixed this had the customer contacted us as errors happen, but we were unaware of this until we learned of via this complaint.
Here is Email sent to the customer recapping our conversation....
Dear (customer's name)
This is a recap of what we understood in our discussion on 1/14/2016 in response to your concerns. Let us know if notes from our conversation differ from your understanding:
--We restated that we would repair the screen, as originally promised, or pay for the estimated $25 cost.
--We advised that the interior of the windows should not be painted. The proper fix for the cosmetic scratches on the one area of the one window is to wet sand the area. The color on the interior of the window is throughout the vinyl. Paint will have a likelihood to being scratched off or peel. We originally offered to make this cosmetic repair.
--We understood that when we originally examined the above issues that we would make the repairs when we were next doing an install in your area. We learned through your Revdex.com complaint that you understood that it would be done sooner. We apologize for this this misunderstanding.
--We billed the correct total amount for the job. But we learned through your Revdex.com complaint that we mistakenly put all the charges on your 0% credit line that was established, and did not bill $1,000 to your AMEX card as you originally requested with the salesman. We offered to credit the credit line $1,000 and put that charge on your AMEX card as you wished. Again, this was our error, even though the correct amount was charged in total.
--As a follow up to the above, you will contact us by Monday, 1/18/2016 to advise if we can perform the above services as originally offered.
We strive do superior work, and provide superior products on each project. In those times that we fall short on the original install, we want to make every effort to correct the situation. We will be happy to do that for you if you decide to allow us to perform that work as originally offered. Again, we apologize for any misunderstanding in communication.
Respectfully,
Universal Windows Akron