Universal Windows Direct of St Louis LLC

Our records indicate that we advised the customer that completing the installation of a particularly large bay window would require replacing/repairing the small roof above the window as well as the bottom of the window opening, which would involve hiring third-party contractors and would likely cost approximately $6,000-$9,depending upon options Again, we apologize to this customer for the misunderstanding with respect to our initial estimate, and we have provided additional training to sales representative in question to ensure that such misunderstandings do not occur in the future

Thank you for the opportunity to respond We are aware of this situation and the replacement for the cracked window has already been ordered We expect to receive the replacement next week, and upon our receipt, we will immediately contact the customer to arrange for installation at the customer’s earliest convenience We stand behind our products at Universal Windows Direct of StLouis!

We are sorry for the miscommunication with this customer with respect to our initial estimate, but it reflects an honest mistake, not an attempt to deceive While the product pricing in the initial estimate was accurate, our relatively-inexperienced sales representative inadvertently failed to include in the estimate the cost of certain additional work and materials that would be required to perform the installation at the customer’s house due to certain conditions on site Promptly after we discovered this mistake (and prior to any contracts being signed), we explained the error in the estimate to the customer (and their proposed buyer), and provided them with an updated estimate for all work required for the job Unfortunately, after multiple communication with the customer, the customer elected not to move forward with the project No contract was ever entered into with this customer We have already discussed this matter with the sales representative in question, who is receiving additional training in the hope of avoiding similar mistakes in the future, and we apologize for the confusion

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Thank you for bringing this matter to our attention. Initially, our calls to this customer were in response to the customer’s request for a free in-home estimate. However, once this customer asked not to be contacted, the calls should have stopped. The customer has now been placed
on our “do not call list”, and should not receive any more calls. We are also reviewing our internal procedures in light of this instance to ensure that such mistakes are not made in the future

Complaint: [redacted]
I am rejecting this response because:they never gave us a new estimate or explanation of the additional cost. We called corporations office and they never called back. They created a serious issue on the sale of our house and not standing behind their trained salesperson. 
Sincerely,
[redacted]

We are sorry for the miscommunication with this customer with respect to our initial estimate, but it reflects an honest mistake, not an attempt to deceive.  While the product pricing in the initial estimate was accurate, our relatively-inexperienced sales representative inadvertently...

failed to include in the estimate the cost of certain additional work and materials that would be required to perform the installation at the customer’s house due to certain conditions on site.     Promptly after we discovered this mistake (and prior to any contracts being signed), we explained the error in the estimate to the customer (and their proposed buyer), and provided them with an updated estimate for all work required for the job.  Unfortunately, after multiple communication with the customer, the customer elected not to move forward with the project.  No contract was ever entered into with this customer.   We have already discussed this matter with the sales representative in question, who is receiving additional training in the hope of avoiding similar mistakes in the future, and we apologize for the confusion.

We apologize for the delays and other difficulties that the customer has experienced with this installation.  We do our best to ensure that every customer receives high quality products installed by skilled professionals at reasonable prices.  And while we are happy to hear that this...

customer was impressed with our installation crew, we share his frustration with certain mistakes that were apparently made on the job.    Our new production manager is scheduled to meet with the homeowner next Monday to personally oversee correcting all remaining issues, and we are confident that the issues will be resolved to the customer’s full satisfaction in a timely manner.  Again, we apologize to the customer for his inconvenience, and we fully intend to correct our mistakes.  Customer satisfaction is our number one priority at Universal Windows Direct of St. Louis!   Thank you! [redacted]

Our records indicate that we advised the customer that completing the installation of a particularly large bay window would require replacing/repairing the small roof above the window as well as the bottom of the window opening, which would involve hiring third-party contractors and would likely cost approximately $6,000-$9,000 depending upon options.  Again, we apologize to this customer for the misunderstanding with respect to our initial estimate, and we have provided additional training to sales representative in question to ensure that such misunderstandings do not occur in the future.

Thank you for the opportunity to respond.  We are aware of this situation and the replacement for the cracked window has already been ordered.  We expect to receive the replacement next week, and upon our receipt, we will immediately contact the customer to arrange for installation at the...

customer’s earliest convenience.  We stand behind our products at Universal Windows Direct of St. Louis!