Ramchandra Ayyagari, M.D.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:The company states that the last service was on April 4, 2017 to correct the draft issues that I was having during the winter.  On that day it was warm and sunny with no wind.  The service man stated that we would have to see if the problem was corrected once the winter came.  The cold windy weather came and the problem was not corrected. The windows are still drafty.As for the cold glass, if they are saying that it is normal for their glass to feel cold when the weather is below freezing, than the sales person gave false information when demonstrating the product.  He stated that since the windows were TRIPLE PANE that the temperature of the inside glass would stay the same as the inside room temperature.  He also stated that cold or hot air would not penetrate the glass.Concerning the condensation, I have spoken to other window companies and also researched the internet regarding this problem.  The companies advised me that this should not be happening and the windows are defective.According to the internet condensation will form if the warm air comes in contact with COLD glass which I knew.  I realize, as they state, that if the humidity is high then condensation will form such as on a bathroom window after a shower or kitchen windows when water is being boiled. This is not what is happening.  I am getting condensation on just the bedroom windows during the night which disappears mid-morning.  Their explanation also does not explain why I have condensation on three windows on the outside during the early morning.  It is obvious to me that they have no intention of admitting their windows are defective and that they will not do anything about them.  I am extremely sorry that I trusted Appleby Systems to have the outstanding product that they demonstrated. Hopefully I will be in a position to replace these windows at a later date.  I will be sure to warn others not to purchase from them.
Regards,
[redacted]

I have received the rejection response and am sorry that we cannot accept a cancellation for this contract. Appleby has incurred expenses in the performance of this contract and has fulfilled the order as evidenced on the original contract and exhibit. Unfortunately the [redacted]'s thought they were receiving grids, which were not sold. Appleby, in good faith, offered to reorder glass packs at a reduced price of $250.00, which has not been paid. I have also enclosed a copy of our warranty, which the [redacted]'s also received. It is unfortunate that the glass packs have broken twice, but I can assure you that is not the norm. The glass packs have since arrived in our warehouse and our service manager has scheduled installation on 7/11/16 with [redacted]. Appleby shall remain committed to perform any future service should the need arise, in accordance with the terms of the contract and product warranty.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Putting apart the "good faith" of the company, the sales representative, was not good enough to make sure that the buyers (me), understand everything, my fault, I signed, but I did signed understanding that I would receive the product that he showed me.Second, the phrase "more glass per window", when the basement windows are smaller than the previous ones and cost a lot more. In my dictionary thats a "lie".  Now Im paying more in my electricity bill because I have no light in my basement due to the tiny pricey windows.Third, I can't trust in the quality of the glass when this one got broken 3 times, "is a big piece of glass" and? Is this the first time this company does this kind of job?, no!, so why is this happening?, for me the product is not that good. (Personal opinion)Last of all,  the wait, I know they are in high season, but a customer with a broken glass is not a priority?, I guess not, new sales are priority!, they receive the glass packs and schedule the reinstall 16 days after!!I just have to said thanks Appleby for all the people who stand in front of my house asking if someone tryied to brake in to my house, putting in risk the good reputation of my neighborhood, thanks you make my house prettier for my warming house party, to show my new house to my family and friends.  Thanks for the worst shopping experience ever. I wouldn't recommend this company to anyone.God bless you all.
Regards,
[redacted]

July 10, 2015Dear [redacted]:This letter is our response to Complaint ID [redacted]. I will
refer to the individual who wrote this complaint as “Complainant” in order to
protect his privacy.This complaint is lengthy and somewhat complicated and
accuses Appleby of violating the Revdex.com Code of Advertising...

and Code of Business
Practices. These accusations are based on Complainant’s recollection of verbal
statements and some written correspondences that pursued in an effort to
resolve issues raised by Complainant in a letter written to Appleby Systems prior
to this Revdex.com complaint. We regret any misunderstandings and inconveniences
Complainant may have suffered but we believe we have done nothing in violation
of the referenced codes.The following is a summary of events that led up to this
complaint:On March 30, 2015, a sales representative for Appleby
Systems, traveled to the home of Complainant in order to assess the homeowner’s
roofing needs and propose a solution consisting of Appleby products. That
appointment resulted in our sales representative offering Complainant a price,
good for one year, and an offer of a significant discount if Complainant agreed
to sign a contract for that product at that time. Complainant request
additional terms in the form of an extended cancellation period which we were
not willing to agree to so the appointment ended without a contract being
signed. Complainant also indicated that he was interested in purchasing
replacement windows, which Appleby also sells but which the roofing sales
representative was not qualified to propose pricing for. In response to the
window inquiry, a different sales representative was sent to meet with
Complainant. The window sales representative met with Complainant and attempted
to negotiate a satisfactory price for replacement windows in addition to the
roofing. During that conversation many different options were discussed and our
sales representative posed hypothetical pricing scenarios to Complainant in
order to try to determine how much Complainant was willing and able to spend.Complainant, prior to the submission of this complaint, admitted
in a letter sent to Appleby that he did not sit in on the entire sales
presentation that was made by our window sales representative. Apparently,
Complainant’s partner was there. Again, after no agreement was reached, our
sales representative left Complainant’s home without a written contract. Even if a written contract had been signed that night, that
contract would have been subject to review by both parties and both parties
would have had the right to cancel it within a given period of time.The substance of this complaint revolves around alleged statements made pertaining to the pricing of Appleby’s products and the terms of our 30-day price match guarantee. Much of the complaint is based on claims made by Complainant that Appleby’s sales representative said certain things. Unfortunately, there is no way to know for sure exactly what the sales representative said and no written contract was ever signed. Furthermore, some of the statements alleged to have been made conflict significantly with Appleby’s written documents and had Complainant entered into a written contract with Appleby, many of these issues would have been clarified. Some of which have been clarified in correspondences between Complainant and Appleby prior to this Revdex.com complaint.Complainant has repeatedly questioned why Appleby offers such a large discount for agreeing to sign a contract on the day of the appointment. The amount of discount and terms of that discount in no way violate any Revdex.com codes. In fact, retail pricing regularly includes such discounting in ours and many other industries. I often receive offers to buy one, get three free at [redacted] if I show up there and purchase on certain days. I don’t question why they make this offer or why it is such a large discount and I don’t believe it to be in violation of any standard advertising or sales codes. Complainant seems to believe that the discount is somehow connected to the cost of sales yet there is no reason for him to believe that. It is an incentive to make the buying decision sooner than later and nothing more.Appleby values its Revdex.com rating and always strives to meet the standards outlined by the Revdex.com. We regret that our sales representative presented our products and pricing in a way that led to confusion and dissatisfaction on the part of Complainant and we will continue to work with our sales force and provide guidance that will help to prevent such occurrences in the future. All of the products we sell are custom made, which makes it difficult to establish a so called “List Price”. We do provide our sales representatives with written pricing guides but they include a great deal of sensitive cost information that we do not want our competitors to have. Our inability to provide a standard price list may also have contributed to Complainant’s assumption that we are in some way obscuring information. This is not the case and it why we insist on any sale being documented with a written contract.Finally, I want to apologize to Complainant again for the inconvenience this has caused him. It was never Appleby’s intention to purposely deceive or mislead him into signing a contract. His complaint has reached every level of our organization and will influence the way in which we train our sales people going forward.Sincerely Yours,Tom SDirector of Operations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Appleby did not respond to virtually any of my allegation
that they violated various Revdex.com codes, in addition they neither accepted nor
rejected any of the remedies offered as required by the Revdex.com Code of Business
Practices.  I have attached a response
with supporting documentation.
Regards[redacted]

This letter is our response to complaint ID # [redacted]. Ms. [redacted] signed a contract to purchase windows from our company on 6/13/16. After the contract was submitted to our loan department, along with a signed credit application, our processors pulled a credit report to determine the best credit...

fit for our customer. At times we will obtain approval from several lenders. Unfortunately when Ms. [redacted] called to cancel her contract, the message never reached our loan processors. Once credit approval was obtained documents were forwarded to our construction department to schedule a site inspection before the windows were manufactured. During this time our construction superintendent, Tony, was to be on vacation, so the paperwork was also sent to Steve, who was to help with his workload. I apologize for the poor communication, as our construction department should have been notified of the cancellation It was never Appleby's intention to purposely harass or mislead Ms. [redacted]. We have since taken steps to avoid a situation such as Ms. [redacted] experienced in the future. Ms. [redacted] indicated that she wanted the credit inquiry from [redacted] removed from her credit report. Appleby cannot remove a credit inquiry made by another agency. I have contacted [redacted] with her request, but was told they could not comply. Again I am sorry for the annoyance this has caused and can assure you that what happened in your case is not typical of Appleby Systems.

Our Manager has been in contact with [redacted] in an effort to reach a mutual settlement. We are currently awaiting her response.

I have read the complaint and after investigating the issues experienced with our Marketing Department, I must apologize for the lack of communication on our part. The promotion for the [redacted] gift card was valid for an in-home estimate through November 30th. A copy of this promotion is attached....

[redacted]'s appointment was on December 1st, so therefore was never input into our system for the gift card. However, this does not excuse our negligence in returning calls from our customer.  We will certainly use the experience to help us improve our customer service.  We have since been in contact with [redacted] and have issued gift cards in the hope that this may help make up for the annoyance she has experienced.

[redacted] purchased 10 windows from Appleby on 4/15/15. A service order was opened on 6/11/15 and a slider track that snaps in the frame was replaced. [redacted] called for service on 10/13/17 complaining of condensation and dirt between the panes of glass. Our service technician inspected...

the windows and determined that 2 glass packs needed to be replaced. Our construction superintendent also visited the job site and agreed to replace 4 more glass packs. We also capped and insulated two windows that [redacted] indicated were leaking. One of the replacement glass packs was broken upon loading the truck. All replacement glass packs were installed 5/23/17. Appleby received another service call on 1/10/17 with complaints her windows were drafty and cold to the touch. The windows were inspected and service was completed on 4/4/17. [redacted] was given literature explaining the condensation issue and as a good will gesture we purchased a dehumidifier and had it sent to her home. I have enclosed copies of her service orders and also a copy of her warranty. Appleby shall remain committed to perform any future service in accordance with the terms of the contract and product warranty.

This letter is in response to complaint #[redacted] for [redacted].  I am not sure why our salesman, Ron S[redacted], promised that we would cover the columns with vinyl since Appleby typically uses metal. I have checked with our construction superintendent  and he has located the vinyl covers...

that should be acceptable to [redacted].  We have scheduled a service appointment with him for 11/10/15 to install the new covers and also  take care of any other issues he may have. We apologize for the ongoing problem he has experienced and hope that this brings closure to the complaint.Sincerely,Patricia ** S[redacted]

Based on the information presented by [redacted], our service department has addressed all her complaints. Our last visit was completed  on 4/4/17 which addressed  some minor air leaks. As far as her issue with cold glass, the surface temperature is dependent on the temperature outside. If the outside temperature is below freezing, the glass on the inside of your home will be cold to the touch. Condensation is not the result of a defective window or installation. It results from excess humidity in the home. We feel that we have provided a quality product and have done everything reasonable to resolve her issues. As I have said before, we will continue to provide service in the future in accordance with our warranty.

**. and [redacted] signed a contract to purchase 3 basement windows and one slider for their living room in March. Our service technician also was at their home on 3/30/16 to review window specifications before placing their order.  Upon installation the [redacted]'s were unhappy as they thought...

they were receiving grids in their window. Our Manager offered to order new glass packs at a reduced price of $250.00 as evidenced in the attached change order. On 5/25/16 we attempted to install the glass packs and unfortunately the center glass cracked. A replacement was ordered that day.  On 6/16/16 we received the new glass pack from the factory, which was damaged in shipment.  We apologize for these delays, however this was an extremely large window and therefore difficult to ship and install.  We reordered the glass pack on 6/17/16 and will schedule installation as soon as we receive shipment.  One again, I am sorry for the inconvenience and annoyance this has caused.