Royal Windows and Doors

Review: I contacted Royal Windows and Doors at the beginning of May (week of April [redacted] -May [redacted]) I was asked to provide pictures by their service rep ([redacted]) of the damage on the door frame I need repaired. On Monday May [redacted] I followed up to ensure they had received my pictures and they acknowledge they were received. After several calls I was finally provided a quote on June [redacted]. It is now July [redacted] and I still do not have a appointment when my door will be fixed. In the last 3 months every call made was initiated by me, except 1. I was finally able to get an appointment on June [redacted]. The one call the company made was to tell me that the schedule date of July [redacted] (today) could not be made because they did not have materials to complete the work. My wife received that call on June [redacted] she was also told that I would be contacted to schedule a new appointment. No call ever came. I was resigned to the idea I was not going to be contacted and I would need to have the door fixed by someone else. Today to my surprise while reviewing my credit card statement I came across a charge for the full amount of the repair. This transaction was processed on July [redacted] (close to 3 weeks ago) yet no call was made to me to schedule and appointment. I called again today and spoke with [redacted] was told it was an error on their part. That the scheduler assigned the job to service when it should be completed by an installer. Again I was not even contacted to advise of this error. [redacted] advised that the door frame was manufactured and that is why the charge was applied and that this is normal practice. I would have been nice to be told my credit card would be charged once they were ready to process the transaction.Desired Settlement: At this time they should not only stand behind their product and services. They should acknowledge their poor handling of my repair case by completing the repairs at no charge. We are talking about $651.75 an amount that to this company means nothing.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

I spoke with the [redacted] of the company today and we came to an agreement on a resolution. He is having the repairs completed this coming Saturday July [redacted]. I must say after our discussion I felt he really understood were I was coming from, although he was not happy I initiated this complaint. [redacted] showed a genuine willingness to resolve this problem for me. He made me believe my problem was important which is what I wanted all along.

Sincerely,