Lezzer Lumber

I (*** ***) manager of the Indiana location has received all details of this customer issued complaint (both
from the consumer and the associate involved)I have contacted our Andersen Window rep and we have
followed up with the consumer on a game plan to complete the window order in a timely
mannerOur company
did miss charging window screens, miss ordered three windows, delivered two windows with incorrect grid
location, and failed to deliver some parts needed to complete installationCustomer has accepted our offer of a
$credit to offset the original invoice of the window screensAndersen Window Company has also
scheduled delivery of parts and correct grids for the week of 11/24/Consumer is aware that Andersen will
also provide installation at this time to complete the repairIf any problems arise with the install of the parts, the
customer has agreed to have her contractor complete the job and Andersen will cover any additional labor cost
With accepting this proposal we hope the job will be completed as planned and consumer will be satisfied with
the completed job

Review: I went into the store on 02/21/14 to purchase a new shower so that my disabled wife could get into the shower easier. I was looking at a shower that was 5 feet long and would fit into the space where my old tub was with a little bit of work to make it fit. Talked to the sales lady and would need to order one with the handles on the opposite side. She then talked me into getting a shower that was 4 feet long and said that way it would fit into the space better and was wheelchair accessible. It was never discussed what the width of the shower was at all. We paid half down on the 4 foot shower. The shower was delivered 26 days later and after my son-in-law looked at it we realized that it was way too wide for our bathroom. It would only give us 12 inches to get to the back of the bathroom to the toilet. We called and called and finally got ahold of the manager and they said there was nothing that could be done because it was a special order and couldn't be returned. Finally after repeated phone calls the manager asked what is the lowest amount of money we would take and we agreed on $800. They came and picked the shower back up from our home and now are telling us that they have it in their back room of the store and IF they sell it they will give us $800 of our $1025 back.Desired Settlement: I would like the $800 back. Right now they have the shower and our $1,025. I feel that them keeping $225 is more than fair being that it was their fault that the width measurements were never mentioned.

Business

Response:

Review: 1. The salesman used "bait and switch pricing" with us. We were told one price then after we paid he told us we needed to bring in $500 more dollars to complete our order. The higher amount was never mentioned to us prior. We had to pay or we couldn't get our windows.2. Our salesman ordered the wrong size windows and we had to wait an additional 4 weeks for the job to be complete.3. We ordered an additional $6,500 in windows and 3 out of 10 windows were complete. Two windows were sent wrong. Our salesman told us to have our contractor install them and a rep for the window company would change them out. Trim was not sent with six windows. We have to wait 4 weeks to have the job complete. 4. We asked for the window sales rep to call us and he never did. We asked for some type of discount for our order for the all problems and the company has yet to even call us back. Lezzer Lumber in Indiana has terrible customer service. And the salesman need trained how to sell their products and work with customers.Desired Settlement: We would like a discount off of the money we already paid. We would also like things done in a timely manner.

Business

Response:

I ([redacted]) manager of the Indiana location has received all details of this customer issued complaint (both

from the consumer and the associate involved). I have contacted our Andersen Window rep and we have

followed up with the consumer on a game plan to complete the window order in a timely manner. Our company

did miss charging window screens, miss ordered three windows, delivered two windows with incorrect grid

location, and failed to deliver some parts needed to complete installation. Customer has accepted our offer of a

$500 credit to offset the original invoice of the window screens. Andersen Window Company has also

scheduled delivery of parts and correct grids for the week of 11/24/14. Consumer is aware that Andersen will

also provide installation at this time to complete the repair. If any problems arise with the install of the parts, the

customer has agreed to have her contractor complete the job and Andersen will cover any additional labor cost.

With accepting this proposal we hope the job will be completed as planned and consumer will be satisfied with

the completed job.