Happy Dog Day Care

Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @renewalbayarea.com Good Afternoon, [redacted] is not our customerMr [redacted] has a contract with Renewal by Andersen of SacramentoThe Sacramento location is privately owned and not affiliated with our organizationI have emailed [redacted] at Renewal by Andersen of Sacramento to alert him to this complaint and asked him to follow up with Mr [redacted] directly We respectfully ask to have this complaint removed from our Revdex.com profileOur Renewal by Andersen of San Francisco is located at XXXXX [redacted] Street, [redacted] XXXXX Thank you!

Dear Ms [redacted] :As you requested, I’m sending you an email rather than trying to speak over the phone.As you know, when I got involved with your project a few weeks ago, I quickly initiated a series of steps to ensure that we get you on the path to a restored deck I reached out to [redacted] to arrange for a specialist to come to your home, consulted with them on the proper cleaning for cement/stucco dust and I initiated a claim process without insurance carrier And at the same time I have apologized that this has taken so long, but that with me taking this over I would do everything reasonable to get this done quickly and to your satisfaction I hope you see that since I have been involved, we have followed through with our word.I personally flew out to California from New York in order to meet with you and a Trex specialist We were at your home last week to implement the official Trex cleaning guidelines with a Trex-certified seller/installer Unfortunately, the rigorous cleaning effort on the test area did not show meaningful improvement We then asked the Trex specialist to put together a quote for replacing all the boards I have attached that quote Simultaneously, our carrier ( [redacted] ) opened up a claim, assigned an investigator and has reached out to you to arrange a time for them to assess the damage on the deck They have indicated to me that they expect to cover the claim and they expect to have an answer quickly once they see the deck As I committed to you from the outset, to the extent there is any shortfall in what they cover and the actual reasonable cost of replacing the boards, Renewal by Anderson will pay the difference As you will see, the attached quote is a little lower than the ones you provided but not significantly so Therefore, I think we have established a range for this expense I know you are in Hawaii now but with that as the background to where we are now, I’d like to get to get on the phone and discuss how we reach a final conclusion I’m happy to speak on the phone about this at any time Thank you again for your patience through this long process We are almost there.Best regards, [redacted] Please see attached

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and reserve the right to delay my judgment until Andersen Service Personnel complete a repair appointment scheduled for Sept13, This reply is NOT MEANT to imply that I am NOT SATISFIED with Renewal by Andersen's response The local/Hayward Installation Director [redacted] located at the Hayward office, has been open and is seeking a remedy for the leaking of dust I will,once the repair has been made (replacement of a window seal), and blocks the seeping of dust into the room from outside for a week I would appreciate it if you would let me know that you received this response, and that it is in line with Revdex.com guidelines/policies for resolving issues such as these Thank you for this efficient processSincerely, [redacted] ***

RE: [redacted] Renewal by Anderson of San Francisco To Whom It May Concern, The complaint that I filed on 11/15/has now been resolved with the company in question Please close this file Please contact me with any questions Sincerely, [redacted]

From: *** *** *** Sent: Monday, August 21, 7:PMCc: *** *** *** *** *** *** *** *** *** *** *** ***Subject: RE: CID *** ***
***
I reviewed our notes and spoke with*** *** this eveningI've confirmed we were able to make contact with *** *** on 7/and schedule a visit for 8/to review her concernsWe identified a plan for resolution and have ordered the parts necessaryWe are scheduled to complete the service on 9/Please let me know if you have any other questions
Best regards
*** ***
Installation Director
Renewal by Andersen of San Francisco
*** *
***

Initial Business Response /* (1000, 5, 2015/11/25) */
As President of Renewal by Andersen of San Francisco, I emailed *** *** on Monday, 11/23/offering to replace her window at no chargeBelow is a copy of the email
According to Brent Anderson, our Installation Director, who met with
*** *** today, she had not received my emailI resent the email again today, extending our offer of a free replacement through 11/30/
Thank you,
*** ***, President
Ms***,
I called you this morning to tell you that we want to replace the window that you "hate" with a new free window, no charge to you
I appreciate that you took my call this morning, and I am sorry that because you've gotten so frustrated with our company, you didn't want to talk about it anymoreI respect that - but I wanted you to know the reason for my call this morning was to tell you that we wanted to make this right at no charge to you
I am offering that Renewal by Andersen of San Francisco will install another window in that opening, that would meet egress, and would be redesigned to hopefully something you would likeWe will do this at no cost to youWe want you to love your windows, like 99% of our customers
If you are not interested in that option, we will no longer contact you and respect your privacy
I did not want to cease communication until you understood why I was calling today
Please let me know by Wednesday, 11/25/15, if you would like us to move forward and replace that window with one that you will hopefully love
If I do not hear from you by then, I will understand that you do not want to replace the window in your front bedroom, and we won't reach out again
I sincerely apologize for your frustrations to date, but I hope you understand that we really do want to make this right
Warm Regards,
***
*** ***
President
Renewal by Andersen of San Francisco
***
C: ***
F: ***
E: ***@RenewalBayArea.com
website: www.RenewalbyAndersen.com

RE:
[redacted]
Renewal by Anderson of San Francisco
 
To Whom It May Concern,
 
The complaint that I filed on 11/15/2016 has now been resolved with the company in question.  Please close this file.   Please contact me with any questions....


 
Sincerely,
 
[redacted]

I just spoke with [redacted] and she confirms that the complaint was resolved several weeks back with the issuance a check.

Dear Ms. [redacted]:As you requested, I’m sending you an email rather than trying to speak over the phone.As you know, when I got involved with your project a few weeks ago, I quickly initiated a series of steps to ensure that we get you on the path to a restored deck.  I reached out to [redacted] to...

arrange for a specialist to come to your home, consulted with them on the proper cleaning for cement/stucco dust and I initiated a claim process without insurance carrier.  And at the same time I have apologized that this has taken so long, but that with me taking this over I would do everything reasonable to get this done quickly and to your satisfaction.  I hope you see that since I have been involved, we have followed through with our word.I personally flew out to California from New York in order to meet with you and a Trex specialist.  We were at your home last week to implement the official Trex cleaning guidelines with a Trex-certified seller/installer.  Unfortunately, the rigorous cleaning effort on the test area did not show meaningful improvement.  We then asked the Trex specialist to put together a quote for replacing all the boards.  I have attached that quote.  Simultaneously, our carrier ([redacted]) opened up a claim, assigned an investigator and has reached out to you to arrange a time for them to assess the damage on the deck.  They have indicated to me that they expect to cover the claim and they expect to have an answer quickly once they see the deck.  As I committed to you from the outset, to the extent there is any shortfall in what they cover and the actual reasonable cost of replacing the boards, Renewal by Anderson will pay the difference.  As you will see, the attached quote is a little lower than the ones you provided but not significantly so.  Therefore, I think we have established a range for this expense.     I know you are in Hawaii now but with that as the background to where we are now, I’d like to get to get on the phone and discuss how we reach a final conclusion.  I’m happy to speak on the phone about this at any time.  Thank you again for your patience through this long process.  We are almost there.Best regards,
[redacted]
 
Please see attached

Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/09/14) */
Revdex.com Complaint Case # XXXXXXXX
[redacted]
Case Opened: XXXX-XX-XX
Response:
Renewal by Andersen of San Francisco is the regional retailer and installer of the Renewal by Andersen windows and doors for the entire Bay Area in...

California. We stand by our products and services and we are responsible for honoring all warrantees associated with product manufactured by Renewal by Andersen.
I spoke with [redacted] today to discuss her Revdex.com Complaint and our path forward towards resolution. I apologized for the numerous calls she had to make to schedule a service on her older Andersen windows. I told her to delete the other numbers she had listed and only call [redacted] at XXX-XXX-XXXX for service on her Renewal by Andersen windows.
During our phone call, [redacted] stated that she was able to reach [redacted] in service on Friday afternoon, at XXX-XXX-XXXX, after she filed the Revdex.com complaint against our company on Friday, 9/11/15. [redacted] and [redacted] scheduled an appointment for our Renewal by Andersen service technician to inspect the 6 windows on Tuesday, 9/29/15 at 1:00pm. I explained that our service technician may have to return again, 2 weeks after the 9/29/15 appointment if service parts are required. Today, [redacted] and I agreed to move up the first appointment to Friday, 9/18/15 at 10:00am to inspect the windows and verify if replacement parts needed to correct the issues.
I am hopeful that Renewal by Andersen will be able to satisfy [redacted]'s concerns after our 9/18/15 appointment.
Sincerely,
[redacted]
President
Renewal by Andersen of San Francisco
XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2015/06/10) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@renewalbayarea.com
Good Afternoon,
[redacted] is not our customer. Mr. [redacted] has a contract with Renewal by Andersen of Sacramento. The...

Sacramento location is privately owned and not affiliated with our organization. I have emailed [redacted] at Renewal by Andersen of Sacramento to alert him to this complaint and asked him to follow up with Mr. [redacted] directly.
We respectfully ask to have this complaint removed from our Revdex.com profile. Our Renewal by Andersen of San Francisco is located at XXXXX [redacted] Street, [redacted] XXXXX.
Thank you!

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and reserve the right to delay my judgment until Andersen Service Personnel complete a repair appointment scheduled for Sept. 13, 2017. 
This reply is NOT MEANT to imply that I am NOT SATISFIED with Renewal by Andersen's response.  The local/Hayward Installation Director[redacted] located at the Hayward
office, has been open and is seeking a remedy for the leaking of dust. 
I will,once the repair has been made (replacement of a window seal), and blocks the seeping of dust into the room from outside for a week. 
I would appreciate it if you would let me know that you received this response, and that it is in line with Revdex.com guidelines/policies for resolving issues such as these.
Thank you for this efficient process. Sincerely, [redacted]