Vance Barber Stylists

Hello - Thank you for allowing me the opportunity to address this customer's concerns.? First, I would like to apologize for the difficulties that this situation may have caused.? I was able to locate the attached letter from our Installation Manager regarding the blinds that are in question.? The letter explains our contract regarding the re-installation of existing blinds.? It is unfortunate that the existing blinds were unable to be reused.? I am confident that our company made every attempt possible to help install the blinds in question without success.? We made these attempts above and beyond our process and contract.? Please let me know if you would like to discuss this further or if you need additional information.I would be interested to learn more about the screens that are not fitting.? Is there additional information that I can get that may help me find a resolution for the screens?Thank you, [redacted]

The company finished the install of their new doors in the style they wanted even though it was not the style that was contracted? We had discussions with the client regarding the final install which they were happy with? The [redacted] 's are hoping for some compensation for their timeThis is in the works

[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.] 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]

Thank you for the opportunity to respond to this customer's concern. When I received this message, our sales manager was actively working with the customer to find a resolution. It was confirmed that the color that was originally quoted is the same color that was chosen during our
original sales visit and was selected from sample pieces at the customer's home. After the installation of the product, the customer was unhappy with the color of the windows. In an effort to keep our customer very satisfied with the end result, our sales manager offered a solution which included on site finishing that will provide professional results at a fraction of the costs. It is my understanding that this is the resolution that we agreed to move forward with this spring when the outside temperature warms up. Thank you again for allowing me the opportunity to respond to this concern. *** ***VerHalen, Inc - Pella Windows and Doors of WI###-###-####

The customer's screen has been reordered and I have scheduled an opportunity to go out to her house to Install the screen myself

Thank you for the message and the opportunity to address this customer's concerns. I was able to do some initial checking into the status of the customer's project and wanted to provide a quick update/response with that information. There is an active service request for this project
that does address most of the items on the list including the following tasks: exchanging handle sets to match both the color and keys, install missing screws, replacing hinges, and any adjustments needed to the product. This work was scheduled with the customer for 12/08/during a phone call on 11/25/with one of our service coordinators. I do need to get additional information regarding some of the other items mentioned including the 10% refund and the door with the chips by the latching mechanism so that I can work towards finding a resolution. I will follow up with the customer today to apologize for the delays as well as work with her to make sure we expedite remaining items of this project.Thank you,Adolph B***

First and foremost, apologies for your experience with Pella Windows and Doors of Wisconsin, and the fact that it has not gone as smoothly as expected or as it should have been. During my walk through with the both of you, the punch list that was created did not seem to be excessive, and a
pretty seamless and easy fix. I did speak with *** upon completing the slab switch out, and was made to believe that there would need to be some paint touch up, but other than that all had been completed. I also saw email communication between yourself and *** throughout, and again saw it moving towards completion concerning the entry door and casing. *** did reach out to me at one point stating he had no follow up from you concerning his attempts to schedule what was to be the last trip. Upon receiving a response roughly days after initially trying to reach out, he said you mentioned other items that had not been addressed at the previous visit. In discussing with ***, we were both confused as to how newer damages and issues continued to be found. More specifically the dent on the upper frame of the front entry door. In reviewing pictures, that dent was never there during my walk through either, thus the confusion. I also read that the new slab has defects as well in chipping paint, is that correct? To date, I’ve not seen any complaints or issues concerning the windows, is that also correct? In response to your request of removing our product and compensating you, we unfortunately cannot do that. We will however continue to follow our service agreement and warranty, and address any and all product/installation challenges that you seem fit

Thank you for allowing us the opportunity to respond to this customer's concerns. I was able to speak to several people within our organization to help me understand the scope of this project. Let me start by saying that our focus is to maintain very satisfied customers and
provide support for the life of every Pella window or door. Susan Kraatz purchased replacement product in May of 2016. Included in this order was replacement product for (5) window openings with installation. The product purchased were Architect Series Double Hung units along with Architect Awning units. After reading the customer's complaint, it is clear that the customer does not feel like we have been responsive to their concerns and I apologize for that. I was able to learn about several visits to the customer's home from several different people within our organization to review the product, installation, and discuss the customer's concerns. Our company has arranged to have the installers return to review the installation and try to identify any deficiencies. In addition to the installers, we had our service department send out a dedicated Pella technician to review the product and ensure it is performing as expected. Finally we had the sales representative visit the home to discuss the environment within the home and try to find areas to reduce humidity level and/or increase air circulation in the home. Our representative also purchased a hygrometer for the customer to help monitor the humidity levels in the home. After reviewing the product and understanding the in-home environment, it is our opinion that there are some small adjustments that can be made to reduce the interior condensation on the windows in this home. It is my understanding that the customer does have other window brands in her home that produce the same interior condensation so these steps could help other window and door products within this home. I would be willing to work with the customer to help implement changes like running the furnace fan more frequently or keeping interior blinds/shades open to allow air to circulate. Please let me know if the customer is willing to use our team as a resource to help reduce the humidity levels in their home. Thank you,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID Both parties agree to keeping the complaint open until the issue is fully resolved, as a date has not been scheduled yet for the repairs nor has any refund been issuedPella has provided updates every few days regarding the status of re-ordering one of the necessary partsThank you for your assistance in the matter
Regards,
Kerry B***

I have had conversations with the ***'s over the past weeks. We were going through the process of ordering the new door panel for them. They originally understood that the door panel was going to take weeks from the time that we had first talked. We actually had already
ordered their door slab so when I circled back with them, I told them that we had their door and that we were going to be staining it the custom color and then installing it. We will be installing it on Thursday, February 4, in the afternoon

I am comfortable leaving this open until we meet the customer's expectation. We have been working hard to expedite the process and I believe we are making good progress. The customer has been communicated with regularly as well. Thank you!

Hello - Thank you for allowing me the opportunity to address this customer's concerns. First, I would like to apologize for the difficulties that this situation may have caused. I was able to locate the attached letter from our Installation Manager regarding the blinds that are in
question. The letter explains our contract regarding the re-installation of existing blinds. It is unfortunate that the existing blinds were unable to be reused. I am confident that our company made every attempt possible to help install the blinds in question without success. We made these attempts above and beyond our process and contract. Please let me know if you would like to discuss this further or if you need additional information.I would be interested to learn more about the screens that are not fitting. Is there additional information that I can get that may help me find a resolution for the screens?Thank you,*** *** ***

First of all we as a company are very sorry for the poor communication from the sales representative. We are distraught that the customer was left in a situation where their needs were not being satisfied. Once this issue came to managements attention we have dedicated both time a
resources to fix the complaintsManagement has been in touch with Ms*** regarding her situation and we are addressing both the window size and decorative "lead" tape issue. We should have this resolved with the customer shortly

The company finished the install of their new doors in the style they wanted even though it was not the style that was contracted? We had discussions with the client regarding the final install which they were happy with? The ***'s are hoping for some compensation for their timeThis is in the works

[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.]
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? I hope they follow through
Regards,
*** ***

I am really confusedI was just looking at the response from Pella in regards to our complaintThey make it sound like this all just happened within the last few weeksThis all began on Aug31, One of the doors that was installed was not the right doorWe were told that day that a new door would be orderedand it would take weeksWe understood and all was fineThat would take us to Oct12,At the end o Novor beginning of Decwe called to see where our door was seeing it was now - weeks laterThey said they door had come in damaged and they ordered a new oneIt would take another weeksAccording to my math .....wrong door...6weeks takes us to 10/12/door comes in damaged .....order new one weeks later takes us to the end of NovWhen we called to find out where the door was, that was the first we heard about a damaged doorIt has now been another weeks since Nov23,The only contact we have had from Pella is when we call themOn Jan.21st,Matthew called to tell me that someone from his office would call me later that day or on Frithe 22nd to set up my installation timeStill waiting for that phone call!!!!!!!!Last week my husband talked to Matthew and his manager and was told they would call us at the beginning of this week to set up time for installStill waiting for that phone call too!!!!!!! In response to our complaint they told the Revdex.com that they were coming on the 4th of FebWe? STILL have NOT received a phone call from Pella telling US thatPella obviously does not care about customer relations!!!!! This company seems to think that if they don't return a phone call........maybe the problem will just go away!!!!!! Extremely upset

[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.]
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.?
Regards,
*** ***