Pgh Window and Door Service

RE: [redacted] Complaint ID # [redacted]Dear [redacted]—In reference to the above ID:On January 19th, Mr. [redacted] called and requested a quote for a custom manufactured [redacted] Double Hung replacement jambliner set.As PWD Service carries only very specific model year parts, we...

require photos to verify that we carry the specific replacement part the customer will peed. The photos were requested and delivered to the sales department on January 22nd and his credit card was processed for payment that day as is our company policy.After review, it was determined that the window jamb liners were not something for which we had the correct profile and we would not be able to manufacture, because of the model year. (We do not hold license to manufacture replacement parts for every line and every year of [redacted] Product.)It was explained to Mr. [redacted] that credits (refunds) to credit cards are entered twice a month, not every two weeks as he maintains. We do credits in the first full week of the month and the third week of the month. In the month of January credits were done on the 4th and the 18th. The next time credits were processed after it was determined that we could not fulfill Mr. [redacted]'s order was the 8th of February. Mr. [redacted]'s credit (refund) was processed on this date.As to Mr. [redacted]'s assertion that 21 days had passed between the date his card was charged and the date of the credit, I count 17 days.As a small company we process over 10,000 orders per year. We have rarely, if ever, have complaints about our billing practices. We manage the expectations of our customers by fulling explaining our policies regarding verification of product and credits where they are required. We don't believe that we would stay in business very long if we were not exceptionally sensitive to our customers needs.We are sorry that we could not manufacture the part that Mr. [redacted] needed to repair his window.Best RegardsHeather *. W[redacted]Business Manager[redacted]