Wellington Home Improvements, LLC

Hello ***, 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 toThanks ***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.They made an effort to resolve this issue but the work looks shoddyI included a photo of the area with a jimmy rigged piece of miss matching bent aluminum mashed between the wall and gutter They scheduled a time of arrival for 8am and when my wife left for work at 10:30am, they still had not arrived or called, and don't know what time they got to our homeThe main gutter of concern did get re-covered with mesh wiring but we won't know if this will solve the issue until we get a good rainNot feeling real confident about having to deal with Wellington about future issuesDisappointed and would never use again or suggest Wellington to anyone

Initial Business Response / [redacted] (1000, 5, 2015/09/10) */ Hello ***, I must say I was more than surprised to see this complaint filedI take all matters with Wellington's customers very seriously and personallyAfter reading your complaint and looking into matters more in depth, I cannot find any real validity to this complaintI say that for the following reasons: 1) If you've supposedly been waiting for years to have this window to be replaced, why did you not take care of this yourself during Aug - July 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 through the end of June 2015? 3) Although you are correct in that in 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 coverBeing 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 when the window was released into production 5) Again if this has been going on for years, why was the order only places in late June 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 completeThe window was scheduled to be finished the first week of August which was why the August 07, date was setThe only reason the August 07, was rescheduled was due to a part of your window was damaged in the manufacturing processAs unfortunate as this was, these things will happen in a manufacturing settingWhen 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 - 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 personallyAll you need to do is call me Thank you Initial Consumer Rebuttal / [redacted] (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 unsignedI have attached two photo's of my garden window that I gave to Brandon in 2013, Brandon at that time was managing serviceMy 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 timeApparently my file was lost which is when I asked [redacted] to re-measure and submit to manufacturingYes, 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 changedI am not confident the promised dates will be met as there has been zero communication to date except through the aid of the Revdex.comSincerely, [redacted] Final Business Response / [redacted] (4000, 9, 2015/09/11) */ ***, This is Ron [redacted] President/CEO and I am the one that had sent the first correspondenceI 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 previouslyI 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 weekThe 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 pointI will give you my work that I will stay on top of this and rectify the situation ASAP Thank you Ron

Hello ***, 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 *** 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 attentionRon [redacted] President/CEO

Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ Good Morning [redacted] , I am sorry to hear about your experience with WellingtonAs President/CEO, I assure my number one priority is customer satisfactionThe 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 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 homeIt 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 goesIf 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 / [redacted] (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

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

Good Morning Mr***, I do apologize for the screens not fitting properly I am not sure what happened there, but I am looking into the issue with our production As for the screens being replaced, I am being told that the screens are in fact remade and one of our technicians is
coming out to your home to replace the screens on Sept 14th If there is any other concerns ***, please feel free to contact me directly.Thank you.Ronald ***President/CEO

Good Morning ***, I do want to apologize for this oversight I had not been aware of the situation until seeing your message, and I have acted on it immediately The refund has been processed this morning at my direction Kelly will be following up you once the
transaction has been processed and confirmed. This should have never gotten to this point ***, and again I apologize. Thanks. Ronald ***President/CEO

I am rejecting this response because there is still not a solution Once I know they have made a screen and it fits, I will update I am graeful to at least have spoken to someone that seems to be able to bring this to conclusion

Good Morning ***, My name is Ron ***, and I am the President/CEO of Wellington I had seen your complaint come across my email, and I am truly sorry that we have not been able to meet your needs Wellington had just gone through a tremendous business move/reorganization,
and it affected our ability to get production in timely manner This was unfortunately an unforeseen matter Not that this is an excuse, but it is the truth. I an understand and appreciate your frustration I am not at all happy of this situation either, but there were certain things in this transition that I couldn't control I do agree that you should have had better communication, and that is something I will address here As for your order, I can completely understand your wanting to cancel it and your deposit refunded I will honor that request if you like, but I would also like to have an opportunity to get you what you had ordered I will even go as far as calling the deposit good and payment in full for the entire project Let me know what you'd like to do If you choose to cancel, I will refund the $deposit, but will not be able to reimburse the $for "Loss of use monies." Thank you ***, and again I am sorry we were not able to fulfill our original timeline. Sincerely, Ronald ***President/CEO

Initial Business Response /* (1000, 5, 2015/06/29) */
I have read the complaint, and I must say I am extremely disappointed about the comments that have been brought to my attention through this messageWellington does pride itself on the quality and professionalism of our installation team, and
this is definitely not the norm for Wellington
As the newly appointed President/CFO, these are instances I will not stand for from those representing the CompanyI will be contacting this customer to set up a time to meet so we can resolve the matter
Thank you for bringing this matter to my attention

Hello ***, Thank you for taking my call today I am sorry we did not clarify where the refund check should have mailed to I have sent to to the *** *** *** ** address, and not your physical address of *** *** *** I will be processing a new check today, and I will hand deliver it tomorrow evening as Promised I should be to your home around 5:tomorrow evening. Thanks ***, and again I am sorry for the mix up. Ron ***

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. The amount owed has been credited in full to my credit card accountThank you

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

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.They made an effort to resolve this issue but the work looks shoddy. I included a photo of the area with a jimmy rigged piece of miss matching bent aluminum mashed between the wall and gutter  . They scheduled a time of arrival for 8am and when my wife left for work at 10:30am,  they still had not arrived or called, and don't know what time they got to our home. The main gutter of concern did get re-covered with mesh wiring but we won't know if this will solve the issue until we get a good rain. Not feeling real confident about having to deal with Wellington about future issues. Disappointed and would never use again or suggest Wellington to anyone.

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

Good Afternoon [redacted], My name is Ron [redacted], President/CEO of Wellington.  I apologize for just now getting a chance to respond to your note as I was traveling out of the country with limited ability to check messages. I must say I am very surprised at some of the comments in your...

note, particularly the ones from Todd.  I am unfamiliar with the whole situation, but I assure you that will be looking into this immediately.  I will be contacting you personally after I have all the information, which may be a day or 2, but I will be in touch with you this week.  As for the cost of whatever resolution we come up with, there will be nothing out of pocket to you.  I will cover whatever expense there is to satisfactorily resolve the issues.  I will also be sure to send someone out to look at the area in which you're seeing water leaking.   Thank you [redacted] for bring this to my attention.  I will be in touch soon. 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.

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

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