Modern Glass Company

Review: have a remodel project in progress, contractor had forgotten a window in first order and placed an order for this window over 2 weeks ago. was told we would have a window delivered on Oct 1.

no window, and apparently no order went fully through modern glass's system as there is no window anywhere. I have a hole in my house. I can wait for a window, but needs to be made and delivered in next 2 weeks. this should be doable, this is not a case in which they can spend time on the excuses and should just begin a window order and make good on this.

weather is going to change and this may become a more costly issue, this is also currently a personal and property security issue.Desired Settlement: the correct window asap

and getting back to the contractor quickly and with information, not just excuses - need a guaranteed delivery date

with them eating some to all of the cost. they were capable of delivering 16 windows and 3 sliding doors, most bigger or more complex than the one needed now, so this should not be too difficult

Business

Response:

Attn: [redacted] Revdex.com Complaint ID [redacted], Please extend our apologies to Ms. [redacted]. To my knowledge, this compliant is the first time she has addressed this with us directly. Prior communication has been through her contractor (our customer). Our call log indicates that the contractor did notify us that they needed one more window on 9/14/15. Unfortunately, that order was not processed properly. The mistake was discovered when the window didn’t arrive as anticipated on 10/1, and a new order was placed following communications with the contractor. The window is scheduled to arrive on the 10/22/15 truck, in accordance with the supplier’s standard shipping schedule. Although ship dates are almost always met, they are not guaranteed. These windows are sourced through a third-party, so we do not control the production or shipping schedules. On occasion, we are able to place a rush on certain orders for a fee. We tried to do this, except the supplier is not currently offering this service due to their heavy workload. A second option might have been to order from an alternative window supplier for a few days faster service, but then this window would not have matched the others. The best option, although not ideal, was to wait for the correct window. We plan to deliver the window promptly after it arrives in our shop. It is not our policy to compensate for product delays, however, a goodwill price adjustment will be worked out with the contractor (our customer) in this case and may be extended to Ms. [redacted] at their discretion. We have worked with this contractor for many years, and I am confident that they have secured the window opening and attempted to minimize the possibility of weather-related damage. Again, we apologize for the inconvenience to the contractor and to the homeowner. Respectfully, Kathy M[redacted] President

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]

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.

Regards,