Window World of Boise

I am not sure how you would like us to respond to [redacted] rejection on complaint [redacted] In all of our responses we offered to send out the paper work again or hand deliver it to them, whatever they prefer Since this has come to our attention we have been trying to resolve the matterWe also wanted to explain our side about what happened, it seems we have only upset escalated the matterWe believe we are with in our right to contact our legal council since a matter of this can have am negative affect on our business, this was never meant to be a threat Once again according to our records we sent out the paperworkIn retrospect we should have called to ensure they received everythingWe did send the email records in our last response to this matter*** [redacted] is correct that the last email was not responded to via emailI would like to point out that after receiving the email from her we had a phone conversation regarding it & thought the matter was resolved I will make sure in the future to also follow it up with an email for our recordsAs mentioned in the last responses we again would like to thank *** [redacted] for the diligent job she preforms for her company was well as her clients We can only hope that she will accept this resolution In trying to resolve the matter in a positive manner, we will send out new paperwork to the [redacted] owner as well as hand deliver a set to [redacted] We apologize again that this matter has escalated to this pointAgain we strive for customer satisfaction & will do whatever it takes to satisfy the consumer Please let me know if there is any thing else we can do to help with this matter[redacted] Window World of Boise(208)-672-Office

[redacted] *Thank you for bring this to my attentionListed below is my last attempt to reach the property manager I also would like to say *** [redacted] is a great property manger & runs a good company through out my times speaking with her has been great to work with I feel she works hard for both her property owners and renters.We want to give you a little back story to the property in questionThe original install date had to be moved due to another job taking loner then expectedThis can happen if unforeseen problems with a home come up once the windows have been removedWe had it scheduled for a Saturday Note we did offer to install it on Sunday due to the other job taking longer.We set up to reschedule and bent over backwards to have the windows installed at a preferred time to the renter.( I had to have a installer go in the evening over two days since we could not do it on a weekday or business hours.) I worked with [redacted] to try and meet her every requestShe was giving the warranty packet when the job was finished and I also instructed my staff to send out another packet to the property owner to ensure they had everything, We also had a gift card sent out to the renter for the reschedulingThe first I heard of them not getting this was your message to our companyI then contacted [redacted] to see what was going on and explain we had sent everything out.I also spoke to my office manager that confirmed she had followed my instructions which she said she had When speaking with [redacted] I told her that things had been sent but hopefully it did not get sent to a wrong address since that would be the only possible way they had not received and I was more then happy to bring her everything in personShe seemed more then satisfied and I told her I would speak to her in the morningI tried to contact her on several phone calls and did not get a response unit days had passedShe emailed saying me she checked on her end and they had not received anything and to go through you with all communication I returned her email immediately and still have not received any response from her.I do not feel this is a fair complaint & is with out warrant We have gone to the length anytime *** [redacted] has been in contact with usMy belief part of the problem is not being able to contact the renters or property owners direct to ensure everything was received I would also like to note *** [redacted] was happy with the windows and the install when I spoke to her after the job was finished.I would like this complaint rejected and not allowed on our record since we have done everything with in our power to ensure our job was done rightI'm also still willing to deliver anything *** [redacted] would likeListed below is my last email to her please respond and let me know how you would like me to proceed[redacted] Window World of BoiseWindows, Siding, Doors(208)-672-main [redacted] ,I'm not sure why they did not receive anythingI checked with our office manger (Toni) and she she stated, she followed my direct instructions and sent everything out warranties packet & gift card I also looked back at our Quick Books and have a record of a purchase for a gift card at the time she said everything was sent out She did want to reach out to the homeowner & ensure she received everything, we have no phone number on file for her since you were our direct contact for the job.I'm not sure how you would like me to proceed moving forward, as I said earlier we would be more then happy to bring you everything since the mail things seems not to be working.We always shoot for a 100% satisfaction on our customer service and will go above if needI apologize for we're we have gotten with this and feel that this could be taking care in a quickly & efficientlyWe would like to try and help in any way possible & bring a fair resolution to this both for you and usI've been trying to reach via phone the last few days and have been unsuccessful after our last conversation, so I hope this reaches youKind Wishes' Joel Slater(208)-9571-

Revdex.com: I have reviewed the response made by the business in reference to [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The original date of installation was supposed to be a Saturday The installer [redacted] cancelled the job via text right before he was supposed to show up He said it was due to first job finishing early and wanting to start our job sooner than scheduled I told him the tenant would not be home He then stated that his partner couldn't do the job because he had to be in Mountain Home When I complained to [redacted] he said that it was a two man job and couldn't possibly ask his installer [redacted] to do it by himself as he might get injured [redacted] even offered to come help himself "even though his wife would be mad." Of course, I refused In the end, the installer [redacted] put them in on a Saturday He also did the job by himself with just a little help from his wife at one point [redacted] is wrong about the date of the installation It was not done over two evenings I don't feel that having the windows installed on a Saturday as was originally requested and agreed upon, is asking them to "bend over backwards."I am the property manager, as [redacted] stated He has no reason to contact the owner or tenant directly An email, text or call to me could have confirmed that the gift card had not been received nor warranty packet That is what the owner hires us for.The last I had contacted [redacted] prior to my complaint with the Revdex.com was to ask about the status of the gift card and the warranty forms Originally, [redacted] had told me that they would mail the warranty forms directly to the owner The day of the install (a Saturday, not two evenings) [redacted] gave me what the said was the warranty forms I simply contacted [redacted] to ask if I needed to mail these to the owner or if there was something else that they would send He NEVER responded again It is only now that I have filed a complaint with the Revdex.com that he says that they mailed copies of something to the owner If he wishes to satisfy the complaint he should simply make copies of whatever he said he did before and mail them to the owner as she never received anything [redacted] ***

I am not sure how you would like us to respond to [redacted] rejection on complaint [redacted]. In all of our responses we offered to send out the paper work again or hand deliver it to them, whatever they prefer.   Since this has come to our attention we have been trying to resolve the matter. We also wanted to explain our side about what happened, it seems we have only upset escalated the matter. We believe we are with in our right to contact our legal council since a matter of this can have am negative affect on our business, this was never meant to be a threat.  Once again according to our records we sent out the paperwork. In retrospect we should have called to ensure they received everything. We did send the email records in our last response to this matter. [redacted]. [redacted] is correct that the last email was not responded to via email. I would like to point out that after receiving the email from her we had a phone conversation regarding it & thought the matter was resolved.  I will make sure in the future to also follow it up with an email for our records. As mentioned in the last 3 responses we again would like to thank [redacted]. [redacted] for the diligent job she preforms for her company was well as her clients.  We can only hope that she will accept this resolution.  In trying to resolve the matter in a positive manner, we will send out new paperwork to the [redacted] owner as well as hand deliver a set to [redacted].  We apologize again that this matter has escalated to this point. Again we strive for customer satisfaction & will do whatever it takes to satisfy the consumer.  Please let me know if there is any thing else we can do to help with this matter.[redacted]Window World of Boise(208)-672-1287 Office

[redacted] *Thank you for bring this to my attention. Listed below is my last attempt to reach the property manager.  I also would like to say [redacted] is a great property manger & runs a good company through out my times speaking with her has been great to work with.  I...

feel she works hard for both her property owners and renters.We want to give you a little back story to the property in question. The original  install date had to be moved due to another job taking loner then expected. This can happen if unforeseen problems with a home come up once the windows have been removed. We had it scheduled for a Saturday Note we did offer to install it on Sunday due to the other job taking longer.We set up to reschedule and bent over backwards to have the windows installed at a preferred time to the renter.( I had to have a installer go in the evening over two days since we could not do it on a weekday or normal business hours.) I worked with [redacted] to try and meet her every request. She was giving the warranty packet when the job was finished and I also instructed my staff to send out another packet to the property owner to ensure they had everything, We also had a gift card sent out to the renter for the rescheduling. The first I heard of them not getting this was your message to our company. I  then contacted [redacted] to see what was going on and explain we had sent everything out.I also spoke to my office manager that confirmed she had followed my instructions which she said she had.  When speaking with [redacted]  I told her that things had been sent but hopefully it did not get sent to a wrong address since that would be the only possible way they had not received and I was more then happy to bring her everything in person. She seemed more then satisfied and I told her I would speak to her in the morning. I tried to contact her on several phone calls and did not get a response unit 2 days had passed. She emailed saying me she checked on her end and they had not received anything and to go through you with all communication.  I returned her email immediately and still have not received any response from her.I do not feel this is a fair complaint & is with out warrant.  We have gone to the length  anytime [redacted] has been in contact with us. My belief part of the problem is not being able to contact the renters or property owners direct to ensure everything was received.  I would also like to note [redacted] was happy with the windows and the install when I spoke to her after the job was finished.I would like this complaint rejected and not allowed on our record since we have done everything with in our power to ensure our job was done right. I'm also still willing to deliver anything [redacted] would like. Listed below is my last email to her please respond and let me know how you would like me to proceed.[redacted]Window World of BoiseWindows, Siding, Doors(208)-672-1287 main[redacted],I'm not sure why they did not receive anything. I checked with our office manger (Toni) and she she stated, she followed my direct instructions and sent everything out warranties packet & gift card.  I also looked back at our Quick Books and have a record of a purchase for a gift card at the time she said everything was sent out.  She did want to reach out to the homeowner & ensure she received everything, we have no phone number on file for her since you were our direct contact for the job.I'm not sure how you would like me to proceed moving forward, as I said earlier we would be more then happy to bring you everything since the mail things seems not to be working.We always  shoot for a 100% satisfaction on our customer service and will go above if need. I apologize for we're we have gotten with this and  feel that  this could be taking care in a quickly & efficiently. We would like to try and help in any way possible & bring a fair resolution to this both for you and us. I've been trying to reach via phone the last few days and have been unsuccessful after our last conversation, so I hope this reaches you. Kind Wishes' Joel Slater(208)-9571-1317

I would like to accept the response from Window World.

Revdex.com:
I have reviewed the response made by the business in reference to [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The original date of installation was supposed to be a Saturday.  The installer [redacted] cancelled the job via text right before he was supposed to show up.  He said it was due to first job finishing early and wanting to start our job sooner than scheduled.  I told him the tenant would not be home.  He then stated that his partner couldn't do the job because he had to be in Mountain Home.  When I complained to [redacted] he said that it was a two man job and couldn't possibly ask his installer [redacted] to do it by himself as he might get injured.  [redacted] even offered to come help himself "even though his wife would be mad."  Of course, I refused.  In the end, the installer [redacted] put them in on a Saturday.  He also did the job by himself with just a little help from his wife at one point. [redacted] is wrong about the date of the installation.  It was not done over two evenings.  I don't feel that having the windows installed on a Saturday as was originally requested and agreed upon, is asking them to "bend over backwards."I am the property manager, as [redacted] stated.  He has no reason to contact the owner or tenant directly.  An email, text or call to me could have confirmed that the gift card had not been received nor warranty packet.  That is what the owner hires us for.The last I had contacted [redacted] prior to my complaint with the Revdex.com was to ask about the status of the gift card and the warranty forms.   Originally, [redacted] had told me that they would mail the warranty forms directly to the owner.  The day of the install (a Saturday, not two evenings) [redacted] gave me what the said was the warranty forms.  I simply contacted [redacted] to ask if I needed to mail these to the owner or if there was something else that they would send.  He NEVER responded again.  It is only now that I have filed a complaint with the Revdex.com that he says that they mailed copies of something to the owner.  If he wishes to satisfy the complaint he should simply make copies of whatever he said he did before and mail them to the owner as she never received anything. 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have provided some of the most recent contacts with [redacted] on these items for which I filed this complaint.  He is incorrect that this complaint is unwarranted and that he was unaware of the problem.  My final email to [redacted] regarding the gift card and warranty paperwork required HIS response.  He never did respond nor send the gift card or warranty papers.  Please see my emails below.   I would be happy to provide more if needed.   The address of the owner and renter are included for him to mail to the items to the appropriate parties.  Furthermore, [redacted]'s multiple attempts to try to get me to resend my complaint or "make it go away" are contradictory to the Revdex.com code of conduct.  Rather than attempting customer satisfaction, he makes a veiled threat to file legal action for my complaint.  As a Revdex.com certified company, this is not a good faith attempt to seek a resolution as per the Revdex.com code of conduct. [redacted]
[redacted]

Better Business: I have read the response of property Management Company [redacted]. [redacted])  We will send out another packet and gift card to the property owner and renter.  If [redacted]. [redacted] would like them hand delivered or to pick them up at our store location we please let us know.To clarify the other things listed above. I did speak with [redacted]. [redacted] once the job was finished. She did say she had been given warranty paper work & she was happy with the Install. I did suggest I would have a duplicate set of paper work sent to the Homeowner  (We figured this would be nice thing to do to ensure she received everything correctly. I thought this would help both the property management company and the property owner. ) I also stated at that time we would send the gift card out. I will again state as in my last response these were sent out, according to our staff and quick books record.We were unaware that there was any problem or had not been received until [redacted], was emailed to me.[redacted]. [redacted] could be correct that the install was done on a Saturday we install 200-300 windows a month so I could have my dates wrong. I do however recall offering that two evening install so we did not have to have the renter miss work. I would hope [redacted]. [redacted] could acknowledge that I worked with here first had coordinating a time that would be best with them. I also was prompt with returning any call or email she sent me through out the job process & had very good communication, I wish all homeowners were as good as her about responding quickly.She is also correct that it was a two-person job his was  ([redacted] wife was there to help with the second story latter work until the new window is secured properly) Our last conversation about the paperwork was after the job was complete & I thought we were on the same page.  If an email or phone call would have been received after that I would have taken care of it ASAP but none was, so we assumed everything had been received. We again feel [redacted]. [redacted] is a quality property manager that is looking out for her client’s interests & hope she will accept one of the methods listed above.If you would like anymore details in response to this please reach out to me I will be contacting our attorney to get legal advice on this matter due to its negative impact it may have on our company. This matter that I feel was a miscommunication and could have been brought to our attention a simple email or phone call. I again will state we feel this complaint is with out warrant & needs to be resolved ASAP. [redacted]
[redacted]
[redacted]
[redacted]
[redacted]