Initial Business Response /* (1000, 5, 2014/10/06) */
This complaint should not be directed toward Wilson Home Restorations, as the issues Mrs. [redacted] has experienced have been due to manufacturer product flaws. There is no way Wilson Home Restorations could have scratched in between the...
glass and we are not responsible for the issue of a scratch between the two pieces of glass in Mrs. [redacted]'s picture window unit. We are responsible for the labor portion of the contract to install the one window in her laundry room, which was completed July 17, 2014.
However, we have gone above and beyond to help Mrs. [redacted], as we ordered new glass for her each time, through the window manufacturer, [redacted] The 1st glass replacement arrived to us with a crack in the glass on August 11, 2014. We called Mrs. [redacted] and apologized for the inconvenience. We reordered a new thermopane glass unit that arrived to us on October 2, 2014. The new glass was not the correct size. On October 3, 2014 we ordered a third insulated glass unit with a delivery date of October 9, 2014, given to us from [redacted]. Our company is not responsible for replacing Mrs. [redacted]'s glass. We are trying to help her and help [redacted]expedite the repair issue. We would have had this issue taken care of on October 2, 2014 had we received the correct size glass as we were installing windows right next door to Mrs. [redacted] for her neighbor. At this point, we recommend Mrs. [redacted] call [redacted](XXX-XXX-XXXX) to deal directly with them in regards to this issue, if so desired; our service representative's name is [redacted].
If Mrs. [redacted] would prefer another installation company to replace her glass, please ask for one. We have spent many hours on this repair at no charge to Mrs. [redacted] or [redacted] We are merely trying to do the right thing.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have notified [redacted]in August of the defective scratches in between the thermopane glass. Mr. [redacted] (the Contractor's salesperson), is the person who informed me that the glass would be replaced at no cost to me by the contractor who did the work as they are only the distributors and deal with a variety of contractors to do the work for them. The contractor should have inspected the window and all glass prior to installing my window. I expect that the glass should be sent by [redacted] to the Contractor and installed by Wilson Home.
Final Consumer Response /* (4200, 17, 2014/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The contractor gave me two date options, November 4 and November 6, but both dates I advised I have doctor appointments and requested Friday November 7. Apparently Friday does not work for the contractor. I have not been given a date for next week yet and I don't know why.
Final Business Response /* (4000, 19, 2014/11/17) */
11/14/14
Glass installed 11/11/2014
Initial Business Response /* (1000, 5, 2014/10/06) */
This complaint should not be directed toward Wilson Home Restorations, as the issues Mrs. [redacted] has experienced have been due to manufacturer product flaws. There is no way Wilson Home Restorations could have scratched in between the...
glass and we are not responsible for the issue of a scratch between the two pieces of glass in Mrs. [redacted]'s picture window unit. We are responsible for the labor portion of the contract to install the one window in her laundry room, which was completed July 17, 2014.
However, we have gone above and beyond to help Mrs. [redacted], as we ordered new glass for her each time, through the window manufacturer, [redacted] The 1st glass replacement arrived to us with a crack in the glass on August 11, 2014. We called Mrs. [redacted] and apologized for the inconvenience. We reordered a new thermopane glass unit that arrived to us on October 2, 2014. The new glass was not the correct size. On October 3, 2014 we ordered a third insulated glass unit with a delivery date of October 9, 2014, given to us from [redacted]. Our company is not responsible for replacing Mrs. [redacted]'s glass. We are trying to help her and help [redacted]expedite the repair issue. We would have had this issue taken care of on October 2, 2014 had we received the correct size glass as we were installing windows right next door to Mrs. [redacted] for her neighbor. At this point, we recommend Mrs. [redacted] call [redacted](XXX-XXX-XXXX) to deal directly with them in regards to this issue, if so desired; our service representative's name is [redacted].
If Mrs. [redacted] would prefer another installation company to replace her glass, please ask for one. We have spent many hours on this repair at no charge to Mrs. [redacted] or [redacted] We are merely trying to do the right thing.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have notified [redacted]in August of the defective scratches in between the thermopane glass. Mr. [redacted] (the Contractor's salesperson), is the person who informed me that the glass would be replaced at no cost to me by the contractor who did the work as they are only the distributors and deal with a variety of contractors to do the work for them. The contractor should have inspected the window and all glass prior to installing my window. I expect that the glass should be sent by [redacted] to the Contractor and installed by Wilson Home.
Final Consumer Response /* (4200, 17, 2014/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The contractor gave me two date options, November 4 and November 6, but both dates I advised I have doctor appointments and requested Friday November 7. Apparently Friday does not work for the contractor. I have not been given a date for next week yet and I don't know why.
Final Business Response /* (4000, 19, 2014/11/17) */
11/14/14
Glass installed 11/11/2014