Wellington Home Improvements LLC

Initial Business Response /* (1000, 5, 2015/11/18) */
Good Morning [redacted],
I am sorry to hear about your experience with Wellington. As President/CEO, I assure my number one priority is customer satisfaction. The details you had listed in your complaint are definitely not the norm for...

Wellington.
It is my understanding the you have been communicating with Keven [redacted] here at Wellington the past day or 2, and that the 2 of you have worked out an agreement where we will be sending out a crew to install a 4th drain spout on the back side of your home. It is also my understanding that his 4th drain spout will settle the issues in this complaint.
I will consider this issue closed as far as the Revdex.com goes. If you have any questions or issues [redacted], please feel free to contact me directly at (XXX) XXX-XXXX.
Thanks,
Ron [redacted]
President/CEO
Initial Consumer Rebuttal /* (2000, 7, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Pending the actual install of the said fourth downspout, my complaint is settled.

Hello [redacted], I had just received your message regarding the rejection of my last comment on this topic.  I have verified again today that the new screen to replace the one that was bent is in production, and should be finished soon.  As soon as we have the completed screen, we will make an appointment to come out and replace it, and also re-screen the other 3 that just had damage to the mesh.  This is as much of an update as I can give you at this point.  I assure you we will resolve this matter here soon. Feel free to reach out to me directly if you have any questions. Thanks. Ron

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.I would like my deposit refunded in full no later than March 4, 2017. Thank you, [redacted]

I am rejecting this response because:
I cannot accept the "resolution" until the replacement screens are actually installed. So far, it's only words.

Initial Business Response /* (1000, 5, 2015/09/10) */
Hello [redacted],
I must say I was more than surprised to see this complaint filed. I take all matters with Wellington's customers very seriously and personally. After reading your complaint and looking into matters more in depth, I cannot find...

any real validity to this complaint. I say that for the following reasons:
1) If you've supposedly been waiting for 2 years to have this window to be replaced, why did you not take care of this yourself during Aug 2013 - July 2014 while being an executive and CFO for Wellington?
2) After your departure from Wellington in July 2014, why did you not contact and resolve this issue with your son [redacted] who was the President/CEO from July 2014 through the end of June 2015?
3) Although you are correct in that in 2012 the warranty for Wellington Window did transfer to Wellington Home Improvements, only that portion of the warranty covering the glass portion of a window did Wellington Home Improvements offer to cover. Being in the position you were in, I'd thought you would have been aware of this.
4) I am not sure why you would have been communicating with Keven [redacted] for the last year, but Keven has claimed he had known nothing about this garden window prior to the beginning of July 2015 when the window was released into production.
5) Again if this has been going on for 2 years, why was the order only places in late June 2015 as one of the final things your son [redacted] did prior to leaving the day-to-day operations of Wellington Home Improvements?
6) If this has gotten to be such an issue, you have my number and have called me before, why did you not call me directly so I could have had a chance to resolve the issue? I knew nothing of any of this until this complaint.
Now what I can tell you [redacted] is that Wellington Home Improvements is going above and beyond its obligations and it remaking you an entirely new window instead of just replacing the glass, and will be installing it as soon as it is complete. The window was scheduled to be finished the first week of August which was why the August 07, 2015 date was set. The only reason the August 07, 2015 was rescheduled was due to a part of your window was damaged in the manufacturing process. As unfortunate as this was, these things will happen in a manufacturing setting. When we tried to remake the window a 2nd time, we had ran out of one component that had to be order with a supplier that has a 6 - 8 week lead time for delivery.
All of the materials for this window are now in house, and the window will be completed by Wednesday September 16, 2015, at which time you then be contacted to set an installation date that will accommodate your schedule.
Should you have any issues or concerns, I'd be more that happy to assist you personally. All you need to do is call me.
Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not sure who responded to this complaint as it is unsigned. I have attached two photo's of my garden window that I gave to Brandon in 2013, Brandon at that time was managing service. My garden window, when I was employed by Wellington Home Improvements, WAS scheduled to be remade and was never a priority, which I accepted at the time. Apparently my file was lost which is when I asked [redacted] to re-measure and submit to manufacturing. Yes, I am fully aware of the transfer of warranty as I developed the entire service department, however, the product I scheduled ranged from glass to frames, sash, screens, whole windows for some so I am not sure when the policy changed. I am not confident the promised dates will be met as there has been zero communication to date except through the aid of the Revdex.com. Sincerely, [redacted]
Final Business Response /* (4000, 9, 2015/09/11) */
[redacted],
This is Ron [redacted] President/CEO and I am the one that had sent the first correspondence. I will reiterate again, if you are not getting any communication from Wellington, Why have you not reached out to me? You have my number, please feel free to call anytime.
I am truly sorry you have no confidence in the time frame I gave previously. I have personally gone out in the factory and put my hands on the materials needed to complete the window, I also spoke with the technician assembling the window, and he too confirmed the window will be done next week. The only unknown at this point is an install date that will work for both parties, but I am confident that we will be able to schedule something in pretty short order.
There is not much more I can do [redacted] at this point. I will give you my work that I will stay on top of this and rectify the situation ASAP.
Thank you.
Ron

Hello [redacted], Thanks for speaking with me the other day.  It sounds like TJ here in our Customer Service department has been in touch, and we're working out a solution on the screens.  I will bow out of the happenings at this point, but feel free to reach out to me if you need...

to. Thanks [redacted]. Ron

Hello [redacted], This is Ron [redacted], President/CEO of Wellington.  I saw your message last night on Wellington's Facebook page as well, and I am truly sorry to hear about this situation.  I can assure you that I have already started looking into what happened as far as the...

communication issues go, and that I am also getting someone to call you immediately to figure out what needs to be done to correct the siding problem.  I promise you we will take care of the siding as quickly as possible.  Please feel free to call me directly on my cell at ###-###-####. Again I apologize [redacted].  This is not the type of business I run, and rest assured I will make sure something like this does not happen again.  Thank you for bringing this to my attention. Ron [redacted]President/CEO

I am rejecting this response because:
Per phone call with [redacted], check that she was told was sent 3/6/17 still has not been received.