Window King, LLC

Response to Revdex.com Compaint
id="docs-internal-guid-ebdc8492-7d56-63e3-dbec-36d875866caf">On April 16, 2016, Salesman A[redacted] visited the home of Mrs [redacted] at her request for replacement glass.
Contract dated April 16, 2016, between Mrs [redacted] was written for 2 Pieces of replacement tempered glass. One piece was 23 ? x 67 for a door and another was 8 ? x 12 ?    The cost the the glass, measure, install and 1 year replacement warranty was $688.01  The contract reflects that Mrs. [redacted] paid in full
Window King never requires more than a 50% deposit on special order glass as a matter of company policy.
The Glass was ordered to be made by our glass supplier and we were waiting for the supplier to deliver.  Tempered glass that is required by code requires extra lead time for the delivery, due to extra steps in manufacturing process.  There is not anything that we can do to speed this process up at the factory.
During this time the office manager had 2 seperate personal emergencies in her family and was answering calls from remote locations. [redacted], did try during this difficult time to keep up with customer contact from hospitals and funeral homes.   This did not affect Mrs. [redacted]’s order in any way since it was in the manufacturing process.  
On the morning of April 28, Mr [redacted] called Mrs [redacted] to discuss the status of her order.  I was in the office and witnessed the entire conversation.  At no time, did I witness Mr. [redacted] curse, call Mrs [redacted] names or speak ill to her.He wanted to make sure that she was up to date and fully aware of everything that was happening with her order.  He explained that we had put a RUSH on the order, but the glass arrived damaged and was not suitable to put in.   He did try to explain why, our communication had been below our [redacted]l level and assure her that we were working with the glass supplier to get the glass replaced as soon as possible.  The date the factory gave us for delivery for another piece was Tuesday May 4, 2016.  This is still less than the [redacted]l lead time for tempered glass for doors.  
She was very angry and did not want to hear that we may not be able to cancel the order, since the factory had already cut one piece and we had invested time and money in the job for measures and ordering glazing bead for the glass from another vendor.  Mr [redacted] offered to let her think this situation over, contact other glass suppliers for their lead time on large pieces of tempered glass.  Mrs, [redacted] was so angry she hung up on him after he told her that he would refund her money, and please come to the office listed on her contract for the refund.
Mr [redacted], offered Mrs [redacted] a refund, and ask that she come to the office to sign a Hold Harmless Agreement before receiving the refund.  This will hold Window King LLC harmless from any damages, injuries or extra costs that she may incur putting in other glass, that doesn’t meet Window King LLC’s standards and the local building code.  In this agreement she will also agree to not negatively post on social media about this event since I believe she has been offered the fastest service for her requests that we could give.  The check and the hold harmless agreement have been in the office since the morning of April 28 awaiting her, so I am unclear what more she would like from Window King as a resolution.
[redacted]
Office manager

Response to Revdex.com CompaintOn April 16, 2016, Salesman A[redacted] visited the home of Mrs [redacted] at her request for replacement glass.Contract dated April 16, 2016, between Mrs [redacted] was written for 2 Pieces of replacement tempered glass. One piece was 23 ? x 67 for a door and...

another was 8 ? x 12 ?    The cost the the glass, measure, install and 1 year replacement warranty was $688.01  The contract reflects that Mrs. [redacted] paid in fullWindow King never requires more than a 50% deposit on special order glass as a matter of company policy.The Glass was ordered to be made by our glass supplier and we were waiting for the supplier to deliver.  Tempered glass that is required by code requires extra lead time for the delivery, due to extra steps in manufacturing process.  There is not anything that we can do to speed this process up at the factory.During this time the office manager had 2 seperate personal emergencies in her family and was answering calls from remote locations. [redacted], did try during this difficult time to keep up with customer contact from hospitals and funeral homes.   This did not affect Mrs. [redacted]’s order in any way since it was in the manufacturing process.  On the morning of April 28, Mr [redacted] called Mrs [redacted] to discuss the status of her order.  I was in the office and witnessed the entire conversation.  At no time, did I witness Mr. [redacted] curse, call Mrs [redacted] names or speak ill to her.He wanted to make sure that she was up to date and fully aware of everything that was happening with her order.  He explained that we had put a RUSH on the order, but the glass arrived damaged and was not suitable to put in.   He did try to explain why, our communication had been below our [redacted]l level and assure her that we were working with the glass supplier to get the glass replaced as soon as possible.  The date the factory gave us for delivery for another piece was Tuesday May 4, 2016.  This is still less than the [redacted]l lead time for tempered glass for doors.  She was very angry and did not want to hear that we may not be able to cancel the order, since the factory had already cut one piece and we had invested time and money in the job for measures and ordering glazing bead for the glass from another vendor.  Mr [redacted] offered to let her think this situation over, contact other glass suppliers for their lead time on large pieces of tempered glass.  Mrs, [redacted] was so angry she hung up on him after he told her that he would refund her money, and please come to the office listed on her contract for the refund.Mr [redacted], offered Mrs [redacted] a refund, and ask that she come to the office to sign a Hold Harmless Agreement before receiving the refund.  This will hold Window King LLC harmless from any damages, injuries or extra costs that she may incur putting in other glass, that doesn’t meet Window King LLC’s standards and the local building code.  In this agreement she will also agree to not negatively post on social media about this event since I believe she has been offered the fastest service for her requests that we could give.  The check and the hold harmless agreement have been in the office since the morning of April 28 awaiting her, so I am unclear what more she would like from Window King as a resolution.[redacted]Office manager

Great job replacing the glass on my exterior door! Easy to work with and responsive.