Initial Business Response / [redacted] (1000, 5, 2014/02/26) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@capitall.ca HelloThis complaint is unfortunate due to the nature of how this progressedI think this ultimately boiled down to poor communication on our partThe customer came into the showroom and purchased a door from the Clearance Centre which are "as is" doorsThe door she chose was a 5' patio doorWhen we delivered the door we noticed she had purchased the wrong size and in fact a 6' patio door was neededWe had one in the clearance centreThe customer is correct in saying the door installed was not the one she pickedHowever, that being said we can understand the headache this whole situation has caused Ms***With that said we would like to offer two different solutions for her We will gladly refund her purchased price We will order a custom patio door direct from the factory and install it at no chargeI know we have asked for a small payment in the past, however, I am willing to forgo the payment at all due to the situation I think this whole situation boils down to communicationI think Ms [redacted] was under the understanding that she was getting a brand new door even though it came out of the clearance centreWe did not do a good job of communicating what the clearance centre is and what the doors are and for that I am extremely sorryEither way, we will be glad offer either solution as mentioned aboveI can be reached directly at XXX-XXX-XXXX if Ms [redacted] has any questions Thank you, [redacted] Owner Capitall Exterior Solutions
Save your money and shop somewhere else! The receptionist is nice but that is where the customer service endsOne of the owners was on the team that installed my garden door and new windowsThe instillation was a mess, drywall in the heat vents, the door is a different color than the rest of the windows and trimThere were nails, screws, pieces of wood with nails in them and silicone caulking tubes left in my yard for my toddler to find Just to let you know I purchased triple pane, low e, argon filled windows (so I didn't go cheap)The first any only cold day we had this year (-20c) my garden door had frost half way up it (not the glass but the door itself)My sliding windows had an inch of Ice on them, not humidity, not frost but ICE! I called the company and a technician was sent he was going to order a sweep for my garden door and gave the standard "the humidity is too high in your home" answer Humidity forming on my windows I do not have a problem with, ICE I have a problem with! As ICE means there is an air leak in the window and it is not the energy efficient window I purchasedThe sweep would not fit on the garden door and they added more weather stripping around it, so we will see what happens next winterThe windows they have refused to do anything with and say this is for their windows [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/09) */ Contact Name and Title: Joe Q [redacted] Contact Phone: [redacted] The complaint that we do not fix pressure cracks on sealed units within one year is not correct, we have for this customer alone fixed four cracked sealed units since the unit was completed at no charge to this customerHe is misleading with regards to the factsThe warranty provided is a MANUFACTURERS WARRANTY, we do not control how they set up their own warrantyThe manufacturers warranty clearly states that the one year warranty is from the date of shipping, not installation which is 100% out of our controlThis customers complaint should be with the Manufacturer of the windows, as it is their warranty he is complaining aboutHaving said that, as an act of good faith, we would be willing cover the cost of labour to fix the glass should this customer be willing to pay for the cost of the glass Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am answer Capitall Exterior Solutions (The company) as follows: 1.The complaint that we do not fix pressure cracks on sealed units within one year is not correct, we have for this customer alone fixed four cracked sealed units since the unit was completed at no charge to this customerHe is misleading with regards to the facts Answer: I only mentioned the crack window reported on August 19, and never mentioned anything happened before, which are irrelevant facts The warranty provided is a MANUFACTURERS WARRANTY, we do not control how they set up their own warranty Answer: The contract was signed with the Company, which is not related to manufacturersThe Company should have its own warranty based on the contract The manufacturers warranty clearly states that the one year warranty is from the date of shipping, not installation which is 100% out of our control Answer: The company never disclosed the manufacturer contact and shipping invoices to us I require to replace the windows unconditionally
Save your money and shop somewhere else! The receptionist is nice but that is where the customer service ends. One of the owners was on the team that installed my garden door and new windows. The instillation was a mess, drywall in the heat vents, the door is a different color than the rest of the windows and trim. There were nails, screws, pieces of wood with nails in them and silicone caulking tubes left in my yard for my toddler to find.
Just to let you know I purchased triple pane, low e, argon filled windows (so I didn't go cheap). The first any only cold day we had this year (-20c) my garden door had frost half way up it (not the glass but the door itself). My 2 sliding windows had an inch of Ice on them, not humidity, not frost but ICE! I called the company and a technician was sent he was going to order a sweep for my garden door and gave the standard "the humidity is too high in your home" answer.
Humidity forming on my windows I do not have a problem with, ICE I have a problem with! As ICE means there is an air leak in the window and it is not the energy efficient window I purchased. The sweep would not fit on the garden door and they added more weather stripping around it, so we will see what happens next winter. The windows they have refused to do anything with and say this is normal for their windows. [redacted]
Initial Business Response /* (1000, 5, 2014/02/26) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@capitall.ca
Hello. This complaint is unfortunate due to the nature of how this progressed. I think this ultimately boiled down to poor...
communication on our part. The customer came into the showroom and purchased a door from the Clearance Centre which are "as is" doors. The door she chose was a 5' patio door. When we delivered the door we noticed she had purchased the wrong size and in fact a 6' patio door was needed. We had one in the clearance centre. The customer is correct in saying the door installed was not the one she picked. However, that being said we can understand the headache this whole situation has caused Ms. [redacted]. With that said we would like to offer two different solutions for her.
1. We will gladly refund her purchased price.
2. We will order a custom patio door direct from the factory and install it at no charge. I know we have asked for a small payment in the past, however, I am willing to forgo the payment at all due to the situation.
I think this whole situation boils down to communication. I think Ms. [redacted] was under the understanding that she was getting a brand new door even though it came out of the clearance centre. We did not do a good job of communicating what the clearance centre is and what the doors are and for that I am extremely sorry. Either way, we will be glad offer either solution as mentioned above. I can be reached directly at XXX-XXX-XXXX if Ms. [redacted] has any questions.
Thank you,
[redacted]
Owner
Capitall Exterior Solutions.
Initial Business Response /* (1000, 5, 2015/10/09) */
Contact Name and Title: Joe Q[redacted]
Contact Phone: [redacted]
The complaint that we do not fix pressure cracks on sealed units within one year is not correct, we have for this customer alone fixed four cracked sealed units since the...
unit was completed at no charge to this customer. He is misleading with regards to the facts. The warranty provided is a MANUFACTURERS WARRANTY, we do not control how they set up their own warranty. The manufacturers warranty clearly states that the one year warranty is from the date of shipping, not installation which is 100% out of our control. This customers complaint should be with the Manufacturer of the windows, as it is their warranty he is complaining about. Having said that, as an act of good faith, we would be willing cover the cost of labour to fix the glass should this customer be willing to pay for the cost of the glass.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am answer Capitall Exterior Solutions (The company) as follows:
1.The complaint that we do not fix pressure cracks on sealed units within one year is not correct, we have for this customer alone fixed four cracked sealed units since the unit was completed at no charge to this customer. He is misleading with regards to the facts.
Answer: I only mentioned the crack window reported on August 19, 2015 and never mentioned anything happened before, which are irrelevant facts.
2. The warranty provided is a MANUFACTURERS WARRANTY, we do not control how they set up their own warranty.
Answer: The contract was signed with the Company, which is not related to manufacturers. The Company should have its own warranty based on the contract.
3. The manufacturers warranty clearly states that the one year warranty is from the date of shipping, not installation which is 100% out of our control.
Answer: The company never disclosed the manufacturer contact and shipping invoices to us.
I require to replace the windows unconditionally.
Initial Business Response / [redacted] (1000, 5, 2014/02/26) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@capitall.ca HelloThis complaint is unfortunate due to the nature of how this progressedI think this ultimately boiled down to poor communication on our partThe customer came into the showroom and purchased a door from the Clearance Centre which are "as is" doorsThe door she chose was a 5' patio doorWhen we delivered the door we noticed she had purchased the wrong size and in fact a 6' patio door was neededWe had one in the clearance centreThe customer is correct in saying the door installed was not the one she pickedHowever, that being said we can understand the headache this whole situation has caused Ms***With that said we would like to offer two different solutions for her We will gladly refund her purchased price We will order a custom patio door direct from the factory and install it at no chargeI know we have asked for a small payment in the past, however, I am willing to forgo the payment at all due to the situation I think this whole situation boils down to communicationI think Ms [redacted] was under the understanding that she was getting a brand new door even though it came out of the clearance centreWe did not do a good job of communicating what the clearance centre is and what the doors are and for that I am extremely sorryEither way, we will be glad offer either solution as mentioned aboveI can be reached directly at XXX-XXX-XXXX if Ms [redacted] has any questions Thank you, [redacted] Owner Capitall Exterior Solutions
Save your money and shop somewhere else! The receptionist is nice but that is where the customer service endsOne of the owners was on the team that installed my garden door and new windowsThe instillation was a mess, drywall in the heat vents, the door is a different color than the rest of the windows and trimThere were nails, screws, pieces of wood with nails in them and silicone caulking tubes left in my yard for my toddler to find Just to let you know I purchased triple pane, low e, argon filled windows (so I didn't go cheap)The first any only cold day we had this year (-20c) my garden door had frost half way up it (not the glass but the door itself)My sliding windows had an inch of Ice on them, not humidity, not frost but ICE! I called the company and a technician was sent he was going to order a sweep for my garden door and gave the standard "the humidity is too high in your home" answer Humidity forming on my windows I do not have a problem with, ICE I have a problem with! As ICE means there is an air leak in the window and it is not the energy efficient window I purchasedThe sweep would not fit on the garden door and they added more weather stripping around it, so we will see what happens next winterThe windows they have refused to do anything with and say this is for their windows [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/09) */ Contact Name and Title: Joe Q [redacted] Contact Phone: [redacted] The complaint that we do not fix pressure cracks on sealed units within one year is not correct, we have for this customer alone fixed four cracked sealed units since the unit was completed at no charge to this customerHe is misleading with regards to the factsThe warranty provided is a MANUFACTURERS WARRANTY, we do not control how they set up their own warrantyThe manufacturers warranty clearly states that the one year warranty is from the date of shipping, not installation which is 100% out of our controlThis customers complaint should be with the Manufacturer of the windows, as it is their warranty he is complaining aboutHaving said that, as an act of good faith, we would be willing cover the cost of labour to fix the glass should this customer be willing to pay for the cost of the glass Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am answer Capitall Exterior Solutions (The company) as follows: 1.The complaint that we do not fix pressure cracks on sealed units within one year is not correct, we have for this customer alone fixed four cracked sealed units since the unit was completed at no charge to this customerHe is misleading with regards to the facts Answer: I only mentioned the crack window reported on August 19, and never mentioned anything happened before, which are irrelevant facts The warranty provided is a MANUFACTURERS WARRANTY, we do not control how they set up their own warranty Answer: The contract was signed with the Company, which is not related to manufacturersThe Company should have its own warranty based on the contract The manufacturers warranty clearly states that the one year warranty is from the date of shipping, not installation which is 100% out of our control Answer: The company never disclosed the manufacturer contact and shipping invoices to us I require to replace the windows unconditionally
Save your money and shop somewhere else! The receptionist is nice but that is where the customer service ends. One of the owners was on the team that installed my garden door and new windows. The instillation was a mess, drywall in the heat vents, the door is a different color than the rest of the windows and trim. There were nails, screws, pieces of wood with nails in them and silicone caulking tubes left in my yard for my toddler to find.
Just to let you know I purchased triple pane, low e, argon filled windows (so I didn't go cheap). The first any only cold day we had this year (-20c) my garden door had frost half way up it (not the glass but the door itself). My 2 sliding windows had an inch of Ice on them, not humidity, not frost but ICE! I called the company and a technician was sent he was going to order a sweep for my garden door and gave the standard "the humidity is too high in your home" answer.
Humidity forming on my windows I do not have a problem with, ICE I have a problem with! As ICE means there is an air leak in the window and it is not the energy efficient window I purchased. The sweep would not fit on the garden door and they added more weather stripping around it, so we will see what happens next winter. The windows they have refused to do anything with and say this is normal for their windows. [redacted]
Initial Business Response /* (1000, 5, 2014/02/26) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@capitall.ca
Hello. This complaint is unfortunate due to the nature of how this progressed. I think this ultimately boiled down to poor...
communication on our part. The customer came into the showroom and purchased a door from the Clearance Centre which are "as is" doors. The door she chose was a 5' patio door. When we delivered the door we noticed she had purchased the wrong size and in fact a 6' patio door was needed. We had one in the clearance centre. The customer is correct in saying the door installed was not the one she picked. However, that being said we can understand the headache this whole situation has caused Ms. [redacted]. With that said we would like to offer two different solutions for her.
1. We will gladly refund her purchased price.
2. We will order a custom patio door direct from the factory and install it at no charge. I know we have asked for a small payment in the past, however, I am willing to forgo the payment at all due to the situation.
I think this whole situation boils down to communication. I think Ms. [redacted] was under the understanding that she was getting a brand new door even though it came out of the clearance centre. We did not do a good job of communicating what the clearance centre is and what the doors are and for that I am extremely sorry. Either way, we will be glad offer either solution as mentioned above. I can be reached directly at XXX-XXX-XXXX if Ms. [redacted] has any questions.
Thank you,
[redacted]
Owner
Capitall Exterior Solutions.
Initial Business Response /* (1000, 5, 2015/10/09) */
Contact Name and Title: Joe Q[redacted]
Contact Phone: [redacted]
The complaint that we do not fix pressure cracks on sealed units within one year is not correct, we have for this customer alone fixed four cracked sealed units since the...
unit was completed at no charge to this customer. He is misleading with regards to the facts. The warranty provided is a MANUFACTURERS WARRANTY, we do not control how they set up their own warranty. The manufacturers warranty clearly states that the one year warranty is from the date of shipping, not installation which is 100% out of our control. This customers complaint should be with the Manufacturer of the windows, as it is their warranty he is complaining about. Having said that, as an act of good faith, we would be willing cover the cost of labour to fix the glass should this customer be willing to pay for the cost of the glass.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am answer Capitall Exterior Solutions (The company) as follows:
1.The complaint that we do not fix pressure cracks on sealed units within one year is not correct, we have for this customer alone fixed four cracked sealed units since the unit was completed at no charge to this customer. He is misleading with regards to the facts.
Answer: I only mentioned the crack window reported on August 19, 2015 and never mentioned anything happened before, which are irrelevant facts.
2. The warranty provided is a MANUFACTURERS WARRANTY, we do not control how they set up their own warranty.
Answer: The contract was signed with the Company, which is not related to manufacturers. The Company should have its own warranty based on the contract.
3. The manufacturers warranty clearly states that the one year warranty is from the date of shipping, not installation which is 100% out of our control.
Answer: The company never disclosed the manufacturer contact and shipping invoices to us.
I require to replace the windows unconditionally.