Washington & Associates, Inc.

Initihttp://stpaulweb.ebindr.com/ebindr/images/icons16x/redact-multi.pngal Business Response /* (1000, 5, 2016/01/27) */
January 26,
*** ***
Mediation Coordinator
Revdex.com
SRiver Ridge Cir
Burnsville, MN
Re: *** ***
Dear Mr
***,
Thank you for your letter dated January 19, 2016, concerning *** *** of Bethesda, MD
I am pleased to inform you that our customer service representatives have already worked diligently with Ms*** regarding the issues outlined in this complaint and we welcome the opportunity for further constructive dialogue about Ms***'s stated concernsThe conclusion of our investigation was that Marvin manufactured the windows exactly to the specifications contained in the consumer's product orderAdditionally, we found that, far outside of Marvin's control, it appears a field measurement decision was made by someone (perhaps a group of people) that resulted in the product being ordered about an inch too short (this, based largely on the consumer's account) Because we are only the manufacture of the product and do not control how a consumer (or his/her representatives) measure, specify, or order product we are unable to accept responsibility for this field measurement (deduction) decision We are, however, sorry that the field deduction decision resulted in Ms***'s units being ordered too short and thus as an extension of our business philosophy we offered to manufacture replacement units for this consumer at a significant discount
As a response to your letter we are happy to inform you that we are willing to once again reintroduce this offer Ms*** is welcome to contact any of our customer service representatives to take advantage of this generous offer
Please feel free to contact us if we can be of any further assistance
Thank you
Sincerely,
Gary ***
Director, Corporate Research
Initial Consumer Rebuttal /* (3000, 7, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regarding Marvin's response: "I am pleased to inform you that our customer service representatives have already worked diligently with Ms*** regarding the issues outlined in this complaint and we welcome the opportunity for further constructive dialogue about Ms***'s stated concernsThe conclusion of our investigation was that Marvin manufactured the windows exactly to the specifications contained in the consumer's product orderAdditionally, we found that, far outside of Marvin's control, it appears a field measurement decision was made by someone (perhaps a group of people) that resulted in the product being ordered about an inch too short (this, based largely on the consumer's account) Because we are only the manufacture of the product and do not control how a consumer (or his/her representatives) measure, specify, or order product we are unable to accept responsibility for this field measurement (deduction) decision We are, however, sorry that the field deduction decision resulted in Ms***'s units being ordered too short and thus as an extension of our business philosophy we offered to manufacture replacement units for this consumer at a significant discount."
I DON'T ACCEPT THIS Marvin's offer of selling me windows at a reduced cost is not acceptableI already BOUGHT THESE WINDOWS from the Marvin Authorized Dealer, J.FJohnson LumberIt was, after all, their authorized dealer that measured them wrongMARVIN HAS A RESPONSIBILTY TO CONSUMERS THAT THEIR AUTHORIZED DEALERS ARE USING MARVIN INSERT WINDOW MEASURING INSTRUCTION AND KNOW HOW TO MEASURE MARVIN REPLACEMENT WINDOWS!!!! IN CASE MARVIN DOESN'T UNDERSTAND HOW TO MEASURE WINDOWS, LET ME EXPLAIN
USE THE MARVIN INSERT MEASURING INSTRUCTION
TAKE A TAPE MEASURE
MEASURE THE WINDOW
THIS IS NOT LIKE GETTING A HAIR CUT - WELL, WE THINK YOU SHOULD TAKE AN EXTRA INCH OFF THE LENTGH PLEASE, THIS IS JUST INSULTINGAND STOP TRYING TO BLAME MY CONTRACTOR!!!!!!!
My first "test" window was measured by J.FJohnson Lumber and was too big and did not fit Then, the test window and all of my other windows were measured by J.FJohnson Lumber and were 5/8" too shortFirst, J.FJohnson Lumber told me that being off by 5/8" was very good Then J.FJohnson Lumber told me it was because of my trim that the windows were measured incorrectly (absolutely - the windows are measured on the inside, the old window comes out, the new window goes in and the trim is put on the outside)Then J.FJohnson Lumber said it was because my windows were clad in aluminum (REALLY???) After all, the Marvin Insert Window Measuring Instruction says that the measuring instructions apply to ALL OF MARVIN REPLACEMENT WINDOWSAnd last, but absolutely not least, J.F Johnson Lumber accusing my contractor for the mismeasurements is unconscionable
At this point, I started to develop health problems because of my dealings with J.FJohnson Lumber At first, they refused to do anything They finally agreed to replace windows that did not have any window treatments and I really lost light How did I get correctly measured windows? My contractor used the Marvin Insert Window Measuring Instruction!!! Guess what, they were 5/8" larger and fit perfectly!!!!
Now understand - I spent over $19,on Marvin replacement windows I have that are measured correctly Both Marvin and J.FJohnson Lumber think this is fairSorry - I DISAGREEI thought that my offer to Marvin and J.FJohnson Lumber of them providing me with additional windows (that still leaves me with half of my windows measured incorrectly) and contributing to the costs of installation and materials (I am also contributing to those costs) was EXTTREMELY GENEROUS OF METhese windows have lace curtains and I really lose light
So, why is Marvin so opposed to having someone come to my home to measure my windows using the Marvin Insert Window Measuring Instruction? I believe it is because they KNOW that their AUTHORIZED, TRAINED DEALER DID NOT MEASURE MY WINDOWS CORRECTLY
Now, here is what I am going to do nextOur local news station has a segment dedicated to consumer issues (the metro DC area has a population of over million, so this will easily reach many hundreds of thousands of viewers) I told the Revdex.com to feel free to contact the media - I highly encourage them to do thisAs far as our local news consumer segment, I will ask them to come to my house and measure my windows using the Marvin Insert Window Measuring InstructionListed below are the items that will, at a minimum, be used
My windows
The Marvin Insert Window Measuring Instruction
A tape measure
A trained professional to measure my windows
The measurement of the test window
The document that shows the measurement of the test window that J.FJohnson Lumber measured
The revised measurement of the test window made shorter by and INCH since the test window was measured incorrectly and was too large (had J.FJohnson Lumber used the Marvin Insert Window Measuring Instruction, the test window would have been measured correctly)
A few more of my windows measured to show that all of the windows were measured incorrectly
The order that shows we HIRED and PAID J.FJohnson Lumber to measure and order our windows and shows the measurements
The order that contains NO REFERENCE to that reducing the length of the test window by an INCH would result in the window being too smallWOULDN'T A TRAINED MARVIN PROFESSIONAL NOTE THIS ON THE ORDER?????
The accusation that my contractor "told" J.FJohnson Lumber to reduce the measurement by an INCH! This accusation could have had a terrible impact on my contractor's reputation and business
The Marvin website that shows me where to buy windows from an authorized Marvin DealerI used J.FJohnson LumberAs a consumer, I should feel confident that an authorized Marvin Dealer should know how to measure Marvin replacement windows
The confirmation from Marvin that J.FJohnson Lumber has been trained by them
Both written responses to me by Marvin regarding my complaint
All emails from J.FJohnson Lumber concerning my order
The email that says my contractor was ok with the measurements LET ME SAY EXACTLY WHAT HAPPENED J.FJOHNSON LUMBER ASKED ME TO REVIEW THE ORDER I SHOWED THE MEASUREMENT OF THE TEST WINDOW TO MY CONTRACTOR, WHO TOLD ME THAT IT WAS SMALLER THAN THE PREVIOUS MEASUREMENT, SO HE WAS OK WITH THE MEASUREMENTS
I am willing to testify under oath that my contractors NEVER MEASURED THE WINDOWSThey were not hired or paid to do this J.FJohnson Lumber, an authorized, trained by Marvin dealer had that responsibility
The Revdex.com response from J.FJohnson LumberPlease note that J.FJohnson Lumber really backed off on blaming my contractor for the mismeasurement in their response because I refused to accept it and I believe they got the messageHad I not raised such a fuss about their ridiculous accusations of my contractor, I believe they would have continued to try to blame them They certainly told Marvin that it was my contractor's faultJ.FJohnson Lumber has REFUSED TO ACCEPT RESPOMSIBILITY FOR THEIR MISTAKE
The Angie's List complaint response from J.FJohnson Lumber
Show trim on correctly measured windows to illustrate trim not a factor
Show interior trim to show light lost
I will move forward on this before taking legal action against Marvin
Final Business Response /* (4000, 11, 2016/02/04) */
We are thankful to have had the opportunity to assist Ms*** in her pursuit of a solution to the current situation, but it has become increasingly clear that the source of both the concerns and the remedies resides outside of Marvin We therefore encourage her to continue to work with the relevant parties to find a mutually agreeable solution
Our earlier replacement offer remains on the table as previously stated

I am rejecting this response because:
The response is factually inaccurateThe reality of what transpired was a phone call from an abrupt individual who only offered to cover my out of pocket costs to my contractors that had already been spent due to Marvin's poor craftsmanship and refusal to QC their products before they leave the factoryThere was no accommodation offered for the weeks my kitchen has been in disarray, and I was told I could "take it or leave it"Against my better judgement and only because we need a door, I was considering accepting the offer until I was told that I would only receive that compensation after I accepted a door from them which would take another weeksIf the next door didn't show up in good condition and it was refused I would receive nothing but a refundWhen I questioned this and explained that I was already out this money, so why couldn't they issue that refund for the contractor costs immediately, I was accused of planning to defraud Marvin by way of them stating that if they gave me anything now it would encourage me to refuse the next door so that I would get a refund on top of the compensation. That was the last straw and I told them to forget the whole thing and refund my moneyTo date I still have no door, and I am out $in contractor costsMarvin and their representatives couldn't care less it seems.

I am rejecting this response because:
Someone came and worked on the door said it wasn't for the issues we hadHave not spoke with anyone regarding any of this so unsure what has been addressed as stated in the reply from the company to youNot one person has reached out to want to compensate us in any way what so ever for what we have been through not only with the defective door we had been dealing with but for the lack of attention on our issues from the companyNot even an apologyWe continue to be surprised by how this has been handed from the beginning to presently by their company representative saying they have been in whatever way involved in resolving issuesUnbelievable.

Dear Mr***, Please find Infinity's response in the attached letter dated 5/1/2018. Sincerely,Adam ***

September 23, 2016*** ***Mediation CoordinatorRevdex.com of Minnesota and North DakotaSRiver Ridge CirBurnsville, MN 55337Re: Case #***Dear Mr***:Thank you for your letter dated September 21, 2016, concerning *** *** of Lake Forest, Illinois.A customer
service representative will be glad to contact Ms*** regarding the concerns stated in her letter Thank you for bringing this concern to our attentionPlease feel free to contact us if we can be of any further assistanceSincerely,Marvin Windows and DoorsGary M***Director of Corporate Research

attached is our response letter to your 1/18/letter.Thank you

May 18, *** *** Mediation Coordinator Revdex.com SRiver Ridge Cir Burnsville, MN Re: *** *** #*** Dear Mr***, Thank you for your letter dated May 2, 2016, regarding *** *** of Round Rock, TX Our customer service representatives
have diligently worked with Mr*** to resolve Mr***’s stated concerns. Thank you for bringing this concern to our attention. Please feel free to contact us if we can be of any further assistance Thank you Sincerely, Gary *** Director, Corporate Research

Initial Business Response /* (1000, 5, 2016/01/28) */
January 27,
*** ***
Mediation Coordinator
Revdex.com
SRiver Ridge Cir
Burnsville, MN
Re: *** *** ***
Dear Mr***,
Thank you for your letter dated January 20, 2016, regarding
*** *** of Oak Grove, MN
Our customer service representatives are assiduously working with Mr*** regarding the issues outlined in the complaint Options have been presented to Mr*** and are currently being worked through to resolution
Service representatives are scheduled to be at Mr***'s home on Friday, January 29th to service and further inspect the outlined concerns
Thank you for bringing this concern to our attention Please feel free to contact us if we can be of any further assistance
Thank you
Sincerely,
Gary ***
Director, Corporate Research
Initial Consumer Rebuttal /* (3000, 7, 2016/02/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Mr*** and Mr***: February 6,
Thank you for your response Mr***, however most of it is completely The only portion of your response that was truthful was your statement that service representatives from Marvin were going to be dispatched to our home on January 29,
What has not been addressed by you (or anyone else at Marvin Windows) is that you sold us a faulty product Your product continued to be sub-par at best, continued to suffer from air infiltration and these issues continued to persist despite your service team being sent to our home on an annual basis to make repairs Because the window issues could not be remedied, your company suggested that the windows in our home be replaced I personally was elated to hear that Marvin Windows agreed that the windows installed in my home were faulty and would replace them
The issue that I have with Marvin Windows is despite your agreement (with me) that the original windows did not meet anyone's expectations, your decision to replace them would be at my expense was disappointing I essentially felt forced to decide between the lesser of two evils: 1)Keep the faulty / leaking windows, or 2)Replace the windows to a tune of $14,of my own money
Mr*** in his response dated January 27, stated, "Options have been presented to Mr*** and are currently being worked through to resolution." I am confused as to what options have been presented to me Please elaborate on these options that you claim to have presented to me as I was only given the two options that I described above
After the replacement windows were installed on January 8-9, 2016, I emailed service representatives and MrBruce *** from Marvin Windows on January 18, I then reported the issues to the Revdex.com on January 19, It has been eighteen (18) days and no one from Marvin Windows has even bothered to call me personally to discuss this matter To me, this lack of effort on the part of Marvin Windows continues to contradict what is stated on their website which says: "We treat our dealers and customers fairly and with respectThat's Integrity."
I will repeat my request that Marvin Windows refund the entire purchase price for the replacement windows plus refund the $5,that I had to spend with a contractor to remove and replace their faulty product
Sincerely,
*** ***

September 23, 2016*** ***Mediation CoordinatorRevdex.com of Minnesota and North DakotaSRiver Ridge CirBurnsville, MN 55337Re: Case #***Dear Mr***:Thank you for your letter dated September 21, 2016, concerning *** and *** *** of ***,
PennsylvaniaOur Customer Service department will be happy to work with *** and *** *** regarding the concerns iterated in their letter Thank you for bringing this concern to our attentionPlease feel free to contact us if we can be of any further assistanceSincerely,Marvin Windows and DoorsGary M***Director of Corporate Research

Attached is the response to Mr***. Thank you.

Initial Business Response /* (1000, 5, 2016/01/28) */
January 27,
***
Mediation Coordinator
Revdex.com
SRiver Ridge Cir
Burnsville, MN
Re: *** ***
Dear Mr***,
Thank you for your letter dated January 20, 2016, regarding
*** of Ettrick, WI
I am pleased to inform you that our customer service representatives have been diligently working with Ms*** regarding the concerns outlined in the complaint and have provided Ms*** options and information toward resolution
We look forward to continuing to work with Ms*** through this process
Thank you for bringing this concern to our attention Please feel free to contact us if we can be of any further assistance
Thank you
Sincerely,
Gary ***
Director, Corporate Research
Initial Consumer Rebuttal /* (3000, 7, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dale from Marvin has not helped me in any way, he just keeps repeating that they will send someone to fix the outside pending the weatherI have again reached out to a Daniel at Marvin Windows and have spoken with him over the phone as well as email and have not heard back since January 26th when he requested I sent him pictures of the windowsI am waiting to hear back from Daniel and still want my windows replaced
Final Business Response /* (4000, 9, 2016/02/09) */
February 9,
***
Mediation Coordinator
Revdex.com
SRiver Ridge Cir
Burnsville, MN
Re: *** ***
Dear Mr***,
Thank you for your letter dated February 2, 2016, regarding *** of Ettrick, WI
I am pleased to inform you that our customer service representatives continue to work with Ms*** regarding the issues outlined in the complaint Options have been presented to Ms*** and continue to be worked through to resolution
Customer service representatives will be working with our professional refinishers to schedule Ms***'s refinishing issues, pending the current seasonal restrictions
We look forward to continuing to work with Ms*** through this process
Please feel free to contact us if we can be of any further assistance
Thank you
Sincerely,
Gary ***
Director, Corporate Research

.September 28, 2016*** ***Mediation CoordinatorRevdex.com of Minnesota and North DakotaSRiver Ridge CirBurnsville, MN 55337Re: Case #*** *** and *** ***Dear Mr***:Thank you for your letter dated September 23, 2016, concerning *** and *** *** of ***, PennsylvaniaOur customer service representatives do continue to work with *** and *** *** regarding their concerns Options for resolution regarding their stated concerns continue to be presented through the processThank you for bringing this concern to our attentionPlease feel free to contact us if we can be of any further assistanceSincerely,Marvin Windows and DoorsGary M***Director of Corporate Research

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

Agreement:
[redacted] deliver windows to Infinity Offices in Eagan at which time Marvin/Infinity will immediately refund the original purchase price of $19,and provide $for painting to the [redacted]

Mr[redacted],Please see attached letter in regards to the? [redacted] job.? thanks,Adam [redacted]?

Revdex.com:
I have reviewed the response made by Marvin in reference to complaint ID [redacted] and find it weakThey have not been in contact with me as they claim, but did tell their dealer, [redacted], that they would
send a different framing option for the window in the hopes it will stand up to my particular environmental stresses better.However, since they basically ignored me last summer instead of addressing the problem then, I won't know if the new framing works until we hit the summer months again this yearIf it doesn't solve the noise issue, I will be reopening this complaint, or filing a new one, or whatever it takes.Marvin has dragged their feet on this from the time I began reporting it early last summerI'm still looking at them with an annoyed and critical eyeI expect a trouble-free product when I spend $3,for a new window, and I certainly expect a more timely response when it fails to live up to its promisesWe'll see how this new framing goesHopefully that will be the end of it.Thank you for your efforts in finally getting this business to respond to meI should point out that the dealer, [redacted], did respond to the extent they were able and came out to work on the window several times, but this wasn't something they were able to fix on their own.[redacted]