Adams Rental & Sales

NEWPRO has removed the number from our database and apologizes for any calls you may have received after the request to stop calling. NEWPRO takes any request to remove from a contact list very serious and has practices in place to ensure follow through. We are reviewing how this could
have happened and are addressing any risk of future incidents. We truly apologize for the inconvenience. If you have any further contact attempts please notify me right away direct at ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolvedIt is unfortunate I had to resort to the Revdex.com as a result of bad customer service from a two month lapse in time from service first requestedI am glad that I was able to forward all my documentation of this matter to the current owner and that he was able to see the fault of service for himselfWe were able to compromise the finalization of my original complaint however this is still pending until final install
Regards,
*** ***

NEWPRO has been in touch and in communications with *** in an effort to resolve the differences The order entry mistake was acknowledged and was cause for delay NEWPRO did extend a discount for the inconvenience and as an act of good faithIn addition, NEWPRO scheduled the
installation for a Saturday which is not a standard install day. During the winter months NEWPRO is very cautious with scheduling installations based on weather which changes by the minute in New England. There were communications which *** initiated early in the week prior to the install date of Saturday 1/16/2016, about concerns for weather and the installation. NEWPRO did call to confirm install for the 16th the day prior on Friday with the intention to install as planned. On this call we notified *** we would call her on Saturday morning if plans changed. At that time NEWPRO did state they planned on installing on the date scheduled but based on changing weather patterns at the last minute on Saturday morning decided the weather was not favorable for proper installation practices or for the safety of the installation crew to meet NEWPRO standards - snow turned to freezing rain. We acknowledge that *** did call us early Saturday morning, before we made that call to her as NEWPRO was trying to hold out until the last possible minute before making the call to cancel the install with the hope we could fulfill our commitment. NEWPRO is very select on the install conditions to support their warranties and to provide optimum performanceIf there is any risk of compromise NEWPRO would rather postpone an install to a date with more conducive conditions. This was all based on the best interest of the homeowner and their product, as well as the installation crew for safety purposes in poor weather conditionsNEWPRO has had multiple communications with *** and is hoping to resolveIn the state of MA the customer has hours to cancel a contract, As of this date, 2/19/2016, NEWPRO has not received the cancellation notice. The customers custom made product is in our warehouse ready for install and we would like to fulfill our obligation to install the product as ordered

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
The owner of Newpro in his response to our request to recover what is owed to us (regardless of contract) seems to twist and spin the narrative towards his favor. This is an example of why doing business with Newpro is not a wise choice. I urge consumers to look at previous reviews of Newpro on the Revdex.com website and Yelp. You will see a familiar pattern. High pressure sales, and once the contract is signed you are at the whim of Newpro. They effectively own you and use this against you by obtaining a 1/3% down deposit and then delaying installation While Mr*** has stated that he would install only one week after the official installation completion date, the fact is that he only arrived at this decision after berating us with the “broken record technique” of repeating over and over in telephone conversation and emails that he only wanted to proceed with the job. This was in my response to wanting to cancel after my wife and I realized exactly the sort of business we were dealing withThe truth is, that we asked the sales person “Jerome” when ordering the second product if this would delay the installation. His response was that it would not. We soon discovered that Newpro promises many things freely, but delivering these things is another matter. They do so on their own time.I have been insulted repeatedly by Mr***. I was told by Mr*** of Newpro that he could keep all of my deposit. In fact, the last email that he sent me was in response to asking for our full refund back. His response was “that is not going to happen” and that he considered the case closed as I would not take his offer. Is this the language of a businessman concerned about relationships with his customer base? Does this sound like someone who is only trying to cover his costs? I think it is more of an example of a businessman attempting to hold the consumer hostageIn the end, we are out $11,and he possesses product which I believe could be used on a new customer or restocked. We would gladly pay for restocking fees as I have mentioned to Mr*** many times before. We would also gladly overpay for a permit, we’ll pay $for a permit. So in total, this should be a cost to Newpro of $for a permit, and whatever the restocking fee comes to. I’m sure this will be much less than $8,000. And we will be happy to pay it

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
[The installation manager came out with the wrong materials on 7/He said he'd call 7/to set new installation dateHas failed to callNo installation date set and job still incomplete. ]
Regards,
*** ***

Customer purchased windows from NEWPRO in the early 90s. The company acknowledged seal failure and the glass was ordered in April 2016. Due to circumstances beyond our control the glass supplier was delayed. NEWPRO has received the glass today and has left a message with the
customer to schedule the installation. NEWPRO is addressing the communication process internally to ensure this lapse in communication does not happen in the future. This is not standard operating procedure nor acceptable by the company. NEWPRO has a reputation for outstanding customer service and will address with all involved

Revdex.com:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
Regards,
*** And *** ***

The owner of the company personally visited the customer's home to evaluate the concerns. The window NEWPRO provided the customer is a 3-lite slider which comes with a flat sill to allow for ease of sliding operation. The window goes through rigorous structural testing for wind and rain
to meet mandated requirements and standards. The window more than exceeds any required testing results. Due to the nature of a flat sill there is the potential of water to accumulate on the track. The window has a designed weep system to allow water to drain from the track to the exterior. The owner personally operated the window and slid both flanking sashes and they both slid as they should have without any problems. The operation and functionality of this window appears to meet all standards and requirements. The only option is to replace this window with casements - however based on an installed deck there would be obstructions when the windows are cranked open which is hazardous and not to building codeNEWPRO does not recommend this. NEWPRO owner also addressed the mold inquiry - a NEWPRO service technician was dispatched to the home to review the concerns It was determined to be a buildup of pollen after it was wiped and cleaned by the NEWPRO service technician. However there are a couple of spots behind the glazing bead that if the customer would like NEWPRO will dispatch a service tech out again to remove the glazing bead, wipe it down and reinstall. These windows are located in the back of the home which is surrounded by trees NEWPRO's goal is to delight every customer and will do whatever is required to accommodate a problem as demonstrated by the attention with multiple calls and visits with this homeowner. After full evaluation it is determined the slider window currently installed has not failed. It is performing to the standards. NEWPRO owner will continue to communicate with the homeowner

The owner of the company *** *** has been in touch with this homeowner. The project is scheduled for completion Wednesday 7/and the homeowner is satisfied with the progress and update. NEWPRO apologizes for any inconvenience caused by this delay

NEWPRO has mailed the gift card as was due to the homeowner. The paperwork required for redemption of the gift card had not been received at the corporate office. NEWPRO expressed apologies and mailed out the gift card upon receipt of the phone call

NEWPRO's installation / service team completed the service on 6/10/2015. There were some delays in glass deliveries due to some re-engineering and a backlog from the severe winter months. The homeowner and customer is a priority and it is not standard operating practice to tell a
customer "we are busy". We apologize for this miscommunication and have taken proper actions to clarify internally

In response to the high pressure sales tactics - the customer purchased product and over a month later added to the project.  The customer is cancelling due to missed ESTIMATED START AND FINISH DATES - which he initialed understanding it was estimated time frames.  In our opinion in our industry plus the fact there was additional product added to the order - there are sometimes circumstances beyond our control which effect the start and finish dates, which is why we require a customer to initial and acknowledge they understand that. In our industry a completion approximately one week past the ESTIMATED completion date is not unreasonable.   It is challenging to communicate this issue at this point via email - we are not applying high pressure tactics - we simply want to have dialog to more efficiently come to a resolution.  NEWPRO is more than willing to have further discussions regarding this project at the customer's convenience.

The Installation Manager, [redacted], has spoke with the customer - there were some internal miscommunications regarding this project and what had been said done by the roof installer.  NEWPRO agreed to make payment of $168 to cover cost of wood as requested by the homeowner.  The...

installation manager communicated this with the installer who communicated it had been done originally.  NEWPRO apologizes for any inconvenience and the homeowner has agreed to this resolution.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I received a call today informing me that window install will by Friday 4/1.  I would like to keep this ticket open until the window arrives and is installed properly.  At that point, im happy to accept the business's reply.
 regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[When we signed the contract, the salesman had informed us that we would be contacted if NEWPRO was not able to make the installation date of 12/3. They did not call nor show up. We had to go through the inconvenience of clearing the room, preparing water for meals as they would be switching. When  of water for 4 hours. When I contacted the salesman who I signed the contract with and given a check for deposit, he failed to respond and then did not pick up my phone.  When I finally got in touch with their manager, and asked for refund as NEWPRO had failed to keep their part of contract. -- This was refused and I was told the they had every right to not make that date as per the contract...The new date given by NEWPRO of 12/12, the installers did not show up until well after 9:30 AM.  estimated date of 12/03 even if they failed to inform me.  I felt humiliated but Their time give to us was between 730 to 8:30. Again, we had to go through the inconvenience of  clearing the access for them etc.. When the installers came, they did not have all the material. Again my request of refund was denied even though it was clearly their fault.  Not a way to conduct business in today's climate. I also told them that I was going to be away from 12.21 through 1/06. When I met with their owner, it was to explore options (according to their manager). However, it turned out to be1. NO they would not refund,2. The fact that I had stated that I paid cash that the deposited on 11/3 was a case for slander ( I corrected this by sending you an email).3. When I told the owner that the best way forward for me was for them to refund my money and I had no desire to install anything NEWPRO in my house was completely ignored. I had told the owner that I would contact them after I return after exploring my options. I am not happy with my experience with NEWPRO, I do not trust them, They did not treat me with respect due. I have no faith in them providing me with adequate confidence that they will do good job for the money charged. I have no confidence that they will provide me with follow up service if needed. I will not be able to sleep with ease. If possible I would not like to deal with business that exploits their customer instead of emphasizing with them, seeing the inconvenience caused from Customers perspective and handling Customers with sensitivity particular when NEWPRO failed to keep their part of bargain twice. I will contact Revdex.com before responding to NEWPRO in case this matter is not resolved to my satisfaction. Thank You.
Regards,
[redacted]

NEWPRO does acknowledge the unfortunate delay.  The glass has been ordered and service will be scheduled.   Due to customization and high performance spacer used to manufacture our windows - there was an unforeseen backorder on the color and size.  The owner has reached out to the...

customer to handle personally and is reviewing the communication failure as NEWPRO prides themselves on exceptional customer service supported by National industry awards.  NEWPRO will resolve with the customer.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. The company come and did the window on June 10th. Then on the 12th the company called and wanted to schedule to fix the window. They need to look into there customer service. ,

Revdex.com:
I have reviewed the response submitted by the business...

and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I will notify the Revdex.com upon receipt of my $2700.00 down payment refund.
Regards,
[redacted]

Hi In my above reference complain I had stated "... Takes deposit in cash @ signing of contract of work with lots of talk about keep their workmanship, boasting of their A+ @ Revdex.com. Once money has been deposited, they do not follow up."  Yesterday my spouse and I met with their...

owner & their manager. The matter has not been resolved to my satisfaction. However, the owner did point out that I was wrong to state the the deposit was taken in cash when paid by check. - The deposit was by check that we deposited by NEWPRO on 11/02/2015. According to the owner, I should correct this error otherwise, it could be case for defamation..  I committed to do this at the earliest.Kindly make this change and thank you for following up!Please accept my apologies for any inconvenience causedThank you!

NEWPRO Service manager has communicated with the homeowner and has ordered a replacement.  This will be expedited and handled by the service manager.  NEWPRO apologizes for the delays and miscommunications.  NEWPRO takes great pride in their 70 year reputation for exceptional products...

and services throughout New England.  Our goal is to delight our customers from start to finish.  We are carefully evaluating the process to determine what steps need to be made for improvement.