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Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted]

I spoke with Mike on 10/16/about things that needed correction and he asured me that they would be completed before they left the job sight.These things were not all addressed as he stated .Chaulking around the roof and flashing to the house area,completion of installation of the air condition drip

Mrs [redacted] was given the windows that she ordered and they were installed on 8/5/ During this time she was very aggressive with the office staff and would hang up on us while we were trying to troubleshoot her issues When she initially called in a service on 9/11/we addressed the issues with her immediately I personally went to her house to see her issues to make certain we handled everything that she needed.Months later she reported that she was still hearing noise from the road [redacted] ***, the project manager went to her house and was not able to indicate any issues with a temperature gun or by assessing on site.I had a representative from the manufacturer go out They discovered that the windows were not insulated We had the windows redone for her to ensure that they were rewrapped and re-insulated We provided the customer with a discount from her original contract amountThat was completed on 4/29/ No other issues were reported to us after this We went above and beyond to take care of her We have never had these issues with our windows or with the quality of insulation I personally handled all correspondence with her and I have countless documentation of my willingness to make sure that she was satisfied in the end.Her project is covered by a lifetime warranty and we have no open issues with her at this time.Regards, [redacted] Office Manager

I (Tia) called the customer immediately upon receipt of this message I was taken off guard to see a complaint as this was marked resolved in the system here and I was told a technician was sent out for themThe technician that is listed is out today for a medical emergency, but I will address this with him upon his return I do have the dates of correspondence and each time they called or emailed they received a responseThese emails includes my direct contact information including my cell phone number We are having a tech go back out to address the issue they are talking about with their windowsI offered them an appointment the very next day They are not available so this has been scheduled for 2/ Hearing about this window issue a few weeks ago is the first we heard of this issue with the windows and we marked it to be expedited We will of course make sure any issue is resolved immediatelyWe will continue to address any issue they may findI did remind the [redacted] 's that I am always available by phone, text, or email if they need anything immediately

Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to me.
** *** was here and has made repairsI have been instructed by ** *** to call him directly if there are any other problems Regards, *** ***

We are aware of the warranty issues with the windows Although, we have never had this type of issue before with installation, we fully intend to replace these windows As of the end of April the replacement windows were ordered from the manufacturer We are in
the receipt of the windows now and ready to install We actually attempted to schedule the installation this week and are waiting until Ms*** is done with surgery I am told by our production staff When she recovers we will get her back on the schedule for replacement We have never had a single instance that we did not follow through on what we say we will do and we don't plan to make an exception here We will replace the windows per the company standards and hope that Ms*** can join the other countless happy customers

I have looked into all of this personally American HomePride has answered calls I sat in on a call with the customer in which he referenced his "gorgeous sunroom" and how pleased he was with it His only issue to my knowledge and based on this complaint is the replacement of his fan The crew lead Mike B*** has communicated to him that the fan globe was special order and is set to arrive today The customer has a written IOU from us for this We have no control over the customer's fan selection and the availability, but we continue to stand by our word to replace it. Please elaborate on what else we can do to resolve this as the customer seems happy when he speaks to staff here in the office

The customer contract was signed on July 26th and indeed the deposit was sent to our bank immediately We do not make a practice of leaving customer banking information laying around, so we deposit any checks immediatelyThe deposit is due upon execution of the contract, thus there is no need
to hold the check We did not talk to the customer on July 20th (prior to the contract) about anything in regards to the *** *** room. The original CAD was sent on 9/5/for approval The customer did not respond and the CAD was resent for approval on 9/ On 9/the customer sent the CAD back with a question about the wall height Joey (Project Manager) called and spoke with him on 9/to immediately address any questions. Due to the pitch of the roof of the customer's home and the request to have a a fully glass room, there was some figuring with the engineers of *** *** After this, Joey went to the customers' home and explained to them in person and all was well 10/Their final CAD drawing was approved and moved into production with the manufacturer for the final parts of the room. On 11/The customer asked to halt production on his room with *** *** because he didn't like the size of the room Joey let him know that it was obviously too late to halt production of the room and the room was in production with the approved dimensions from the final CADThis is the same day that Mr*** requested a call from Richard, the owner, who had been in an accident and was not available (All documented)The situation having been resolved, that the room could not be made larger with no price increase and that it was too late to cancel the order as it was in production. On 11/Mr*** called Terri L*** here in the office to confirm the installation of the gutters on his other building and he said he would be available for next day installation and this was completed They had dug the footers at this point. As for the correspondence today, phone records show the following: 8:39am Joey called the customer. 9:11am called office and left message for Terri L*** Returned call at 9:24/9:27am.Joey had a missed call at 12:12pm and returned the call at 12:13pm Joey called Mr*** again at 12:56pm with an update on the delay. Mr*** called Joey at 2:01pm and Joey returned the call at 2:11pm Joey made the final call of the day to Mr*** at 3:44pm The crew had delays on another job site and were delayed today, but Joey let him know that they would be there tomorrow morning first thing Mr*** asked for Joey's word and he was fine with this time, given the delays beyond our control The nature of construction is that there are often delays, but we do make a point to be proactive in communicating that to the customer, as we did today. The only pauses in the process were to get the CAD adjusted for the customerThere was a day wait in between the first time it was sent for approval and the second time it was sent Once we got that response, things were back in motion We are otherwise in a timeline.The only shipment delay was from the manufacturer to where they were waiting until after Thanksgiving to ship as the warehouse there was closing for the holiday All work to be completed is documented The room was obviously not in the warehouse in August, as it was not even approved by the customer to me made at that time There would be no benefit for our representative to have said that and it would have been impossible to have a customer room in our warehouse prior to having CAD approval as they are built with EXACT dimensions and custom to the home We certainly are not perfect, but we have been proactive in making things go as smoothly as possible with the customer They have several contact numbers, including mine I am the back up contact to Richard I have not received any correspondence from them We are always available to help The installation is set to begin on Wednesday of the actual room This will take a few days; however, the decks (that we upgraded to composite decking material with no price difference from the original contract, as we erred to the side of the customer, even with a signed contract for a pressured treated deck) will take the additional time to complete All of these timelines and processes are necessary We can not rush a build, especially with a unique roof pitch, at the risk of leaving the customer with a room that has leaks We will continue the installation and leave the customer with a beautiful room they will enjoy for years to come

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

In response to their statements, Mike has not communicated with me about when the fan would be replaced.mike was shown and gone over with about the issues that needed to be corrected back on September 16th that he did not completeTerri L*** was also advised that same day.see attached copy of the list

Mrs***’s contract was 4/13/She had some sand blasting and masonry work that she had done that would delay the measure and beginning stages of the product. This was discovered at the welcome call made on 4/20/15.There were rain delays that delayed this work being done. The customer called in on 5/and said that she had a window that needed to be replaced before the other windows so that was coordinated. The window was ordered in the wrong color and was reordered and expedited for her. On 6/2, Al the Project manager, went out to Mrs***’s house to measure the remaining windows for order. The materials were ordered on the 11th. The customer was out of the country and a message was left with her daughter. Upon her return she was to call us back.All remainign materials and the corrected windows were ordered and processed on 7/11. The windows arrived to our showroom on 8/and the installation was started the same day in order to expedite the mistake on our end on the ordering. The installation was completed on 8/7.The customer had requested that she could keep the windows that were being taken out of her home. Due to the age of the windows and them being in a brick home, they were brittle and the windows were breaking as they were being taken out. This is fairly standard with windows in a home of this age. This was explained to Mrs*** at the time. We offered to let her use other replacement windows that were thrown out in our dumpster for her craft projects, as we understood that she was unable to use hers and disappointed. Our guys would have no reason to want to break glass as it is a danger and a huge task to clean. The glass went into their home and there was extensive clean up required to clear the debris. Myself and *** from the office went out on saturday to clean her windows after installation and to take pictures of the trim piece that was missed and to document her concerns. She was upset that the sensors from her alarm system were not able to be left on the new replacement windows. I confirmed with the alarm company that serviced that home prior that it had not been connected and no service was present since the previous owner, but since she was upset- we reimbursed her for the amount the company quoted to add similar sensors.The customer made complaints of the windows having a draft and she was still hearing noise from the traffic. We sent a factory representative out and they suggested we install the foam insulation around the windows that was not present. We had these windows redone for her and provided her with the discount agreed upon based on her complaints.There were delays on the customer’s end and delays on our end due to human error. There was work that needed be corrected and this was covered under her lifetime warranty that covers both labor and material. For every complaint we offered a resolutionThere are many factors that come into play with replacement windows and when the order was incorrect and the windows needed to be insulated, those solutions were executed.I personally had constant communication with the customer, making myself available to her on my personal cell phone. She would text after midnight some nights and I always responded to her correspondence immediately. During our many phone calls she would often curse and hang up. We saw it through and handled things, recognizing the mistake on our end and making it right for her.We don’t every want to hear that anyone is not satisfied and we were never leave someone without resolution. From the time her final service was completed in March of this year- I have had no phone calls from the customer. The next correspondence I received was the complaint that was filed. When the complaint was received I reached out to Mrs*** immediately to see what the issues were and to see if a service call would be required, as she is under a lifetime warranty.The customer never requested any other monetary offset, service work, or follow up regarding the work.We pride ourselves on customer service and we are more than happy to take care of anything that she may need.*** ***Office ManagerAmerican HomePride, Inc.Office: (864) ***Cell: (864) ***Fax: (864) ***www.AmericanHomePride.com

We have already responded to thisThe only things left on this punch list are explained in our last response to the Revdex.com representativeThe customer was presented with two options for his AC unit due to the manufacturer specifications He opted out of having a hole drilled for a drain pipe in the board knee wall of the room and chose to move the AC unit and dump the pan If he has since changed his mind, we will happily drill the hole to drain onto his deck as previously offered Again, we have not had any request for this This complaint has been the only negative correspondence with the customer in regards to this. The special order globe for the fan that the customer selected was back ordered and he was made aware It is now in the and the crew lead wants to come install it tomorrow None of this is a change from the last communication with the customer in person with the crew lead.We have fully addressed the issues and will continue to be proactive The customer has yet to contact us here with this information and opened a complaint instead of communicating with us directly. All of this is being or has been handled, so we are confused about what remains to be addressed. We have never in the past had someone choose to communicate this way, especially given his last correspondence with our staff here was a positive reference to the project. I have left the customer a voicemail as recently as today and also followed up with a voicemail. Please advise how we can do anything other than what we are doing to help and we will gladly do so

We have been troubleshooting *** *** (*** leak. We don’t usually come across problems of this kind with our gutter lineOut of hundreds of jobs this is the first issue we have had with a leak in the same area of a gutter Since this is a slow drip, we have had to
troubleshoot to isolate the issue, but we have been proactive in doing so In this case, would often go out and wait for the rain to see the result of the repair. We maintained communication with the customer in the case of any delays
8/6/15- (Initial Service) after completion of his project on 7/20.
8/18/- We sent the crew out to service this on where they isolated the issue and applied some caulk to fix the leak.
12/17/15- Service call that the end cap was “leaking profusely”. The crew went out on the same day
12/21/15- *** *** came to showroom to deliver a balance check from a previous project. He requested to see the owner. He was made aware that the owner was out of town with his son who is in the military.
12/30/15- The customer called to say that that gutter was still dripping. I spoke with him in depth. I apologized that we had not isolated the problem and explained to him that we do not usually have problems with our system. I let him know that we were a little behind our usual quick response time with service due to the weather and the holidays.
1/I left a voicemail for the customer regarding the service time change. *** ***, the service tech went out and believes the issue to be isolated. This is the day that the complaint was filed.
1/I called the customer to touch base and see if the repair resolved the issue since we had some rain. He said that he contacted *** directly so I was unaware of the correspondence with him
1/25/*** ***, the technician, plans to go out with the diverter on 1/26/barring ant major delay. We will follow up with the customer again after the service and continue to provide excellent service
Tim will be going to add a diverter. *** says that this is not a severe leak and he has never seen this kind of a problem. We will continue to be proactive to handle this issue and as always we will see it through to complete satisfaction for the customer We stand by our warranty and we will continue to take care of *** ***

*** *** contracted American HomePride for her window project on 5/11/ Her representative, *** ***, provided her with the contract information and while representatives often provide an estimated timeline, we contact the customers to provide realistic timelines based on a variety
of factors Delays such as weather, delays on other jobs, and things out of our control can often come into play We would never intentional mislead a customer and we do not usually have communication problems with customersWe have a 96% overall approval rating with our customers and we have an excellent reputation.We contacted the customer within days of her contract to speak with her about her tentative timeline and contacts throughout her project She did not return the call until she called to state her disappointment with the timeline a couple of weeks into the process Due to the custom nature of the windows that we provide, we can not pick up these windows from a store shelf for immediate installations These windows are custom measured to fit the home to provide maximum energy efficiency as we explain during the initial presentation.This customer was within our timeline for windows, but due to the nature of her threats to shoot staff members, we made a call to try to have her order expedited once we confirmed they were in fact complete in the production process The customer refused the windows despite the arrangements we made for her She demanded a refund of her down payment and this was hand delivered to her the next day on 06/24/ I have attached a copy of the check stub as well as the signed statement of the refund from the customer Unfortunately, despite our attempts, we were unable to make this customer happy The cancellation of the project, though it was passed the rescission period for cancellation, was best for both parties

First of All*** *** was not dealing with us until July Before that we spoke with various peopleFirst ** and then a manager that was in charge of the person that got us the financing and agreed to sign with American Home Pride The basting was done in beginning of April and ** was informed of that by end of AprilHe assured me then that the windows will be installed by end of June latest! As for the rain delay, that is a cheap excuse as nobody from this company came out to actully measure our windowsALso, they could have ordered the windows and kept them in their warehouse until the weather was betterWhen calling them once a month as of May I was given the typical speech of we are working on it and it is being handled and windows are ordered, when in fact nobody came out to get an exact measurement! As we did a renovation in the basement of our house I needed to get an extra window installed and wanted to ensure it matched with the ones we boughtThat window was supposed to be rushed and I was assured again by this company as ** came out to take the measurements finally that I will have this window within days! I asked numerous times for an update and was told these windows were ordered! Then when I was supposed to get it they finally informed me that this one window as manufactured in the wrong colour and insisted that the manufacturer made the mistakeNow I see they admit they did the mistake! In the meantime I had a window that was only protected with a clear sheet of plasticSurprisingly, *** now tells another story of the events as ** took the measurement at the time he came out for the extra windowHe also told me then that I will need windows instead of the I was original quoted in the livingroomThis caused my approved credit line through *** to be maxed out. I was not happy about this and voiced my concernAgain, I was assured that this will be addressed and handled so that I will be not out of pocketThere is another change of the truth with ***’s facts as she stated that the windows were ordered on June 2015! First, that will mean months of production, which it did not take and secondly, I was NOT out of the country at that time and my daughter did not speak to American Home Pride or *** ever! This is a nice story that is being told here, when they even contradict themselves between the tale telling*** mentioned that the materials were ordered on of June and then she stated again that these same materials were again ordered on the of July! What happened in the meantime? Well, I can tell you that I have been in weekly contact this this dysfunctional company as was my husband as we were worried that the windows would not be installed in time and we were living with our old windowsThe first contact I had with *** was on July 15, when she called me to tell me that the big window will not be an opening window as they had told me from the beginning and that was one of the reasons I went with this companyShe had a clear window option that will not work with the other side of the front house as it will have no diamond or grids in them in order to get the opening windows and the other one what a grid option that was not to be opened! I did not like this, but had no option to withdraw as this company took months to get this order going! Another fabrication of events is with the date the windows finally arrived as when I called end of July I was informed that the windows just arrived as ** forgot to order them and ** was fired because of thatThey have their meeting for scheduling and then they will fit me in for next weekAt that time I informed them again that they needed to be installed by the 9th as we were leaving for our week summer vacationI was then assured again that they will be installed and I informed them if that will not happen to keep this windows as I will not get them installed on which statement the person I talked to got very rude and voicy and told me that this will not happen as we signed a contract with them! As for the windows I wanted to keep, these were the upstairs window, which were vinyl and were dated Not that old and we had no problems with themThese windows were NOT in the brick section of our house, they were indeed in the wood frame upper part of our house Another misinformation and delusion of the truth and facts by *** ***! The original windows were screwed into the wooden frame and the window section could have been easily taken out of the frame without any damage and the frame had plastic covers over the screws, which could have been removed and carefully unscrewed and taken out without any damageThe fact again is that the crew had no idea what they had to do when they arrived and were not informed that I wanted to keep these windows as one of the crew members informed my husband when he asked and it was news to him! ALso, the security system was yanked out and not even unscrewed and placed for safe keepingThe offer for the dumpster was an insult as these windows were working and in excellent condition All matching of them! In the dumpster I was not to find matching intact windows! What an insult asking me to go dumpster diving after they destroyed my property! If they took these windows out as a professional company, there would have not been any glass damage as All the glass planes were easily to be removed from all windowsThe facts speak louder as the glass on my daughters bed just proved their unprofessional behavior! I personally took many windows out in my live and replaced them myself and I can assure you as a fact with patience you can achieve a better outcome as this was! There are the facts further: August 8th, I texted *** Hi ***, As per my phone call yesterday afternoon there are many issues that need to be addressed today before we can sign the financing off, which was part of the deal when we signed with your company months agoIn the meantime I had added a other window to my original order in April, which I needed ASAP as I had was opening in my brick house wall that needed to be coveredseeks later when I called you I was informed that you did not order it and that you were going to put a white temporary window in to cover the openingThen when you came out you put a dark cover over it and no windowI called you a d told you that was unacceptable and you told me than that I did not have to pay for it as for all my troublesThen your guys came back and put the clear cover back onIn the meantime I call you many times to inquire about the status of my windows informing you of the date they needed to be installed by August and to my satisfactionI also informed you that I will be on vacation as of the 9th and if you couldn't than did not need to bother at allHowever, you told me that they will be installed on the th, I informed your crew that they had to be careful in taking out vinyl windows so that I could reuse themWhen I came home I found out that the crew that came first had no clue which windows were to be replaced as they had no list of sizes or areas where they had to be replacedAs a result they went and tore apart these windows, destroyed All the windows and broke bones and .moulding as well as window sensors for my work systemThey also did not cover up my daughter' s bed as it was covered in glass and she hurt herselfThe major big window with the arch is broken, not installed properly, basement windows that were on the order with the basement window in April***’s response: Who do you currently have your alarm active with? On another text message: Ms ***- as I have continued to deliver on my word, we will take care of the pending issues we are responsible forWe had a transition when ** left and most everyone has been very understanding of thatI've done everything I can*** *** and myself will be at your house Monday morning and would like for both you and your husband to be homeAs you stated- you will sign the paperwork with the attached list pending that we both agree to be taken care ofI didn't call you last night because it was late when I made the final arrangements for MondayAnother text message: I called ADT already and got pricing on window sensors for you although this is not something we are liable for when people choose to replace their windows typically I am working to get a solution for you because I care about your satisfaction with the job and our companyI was on the phone with ADT until after 8pm last nightI texted back: Where is *** and we need to get the flashing sealed today and signed of* responded: Let me call him again for you ma'amThen I called her and reminded her that I will be leaving for summer vacation on the 9th of AugustShe needed to get this done ASAP! Then *** texted me: This is the first I've heard of your vacation on the 9thI will make a callIn another text she stated: *** and myself will be out to get the punch list by 12:today and I'm reserving a crew to take care of the issuesIf you and *** will both be present that will help us get you taken care ofThank you Mrs***. My reply was: OK we will wait for them however we have other appointments this afternoon so cannot wait too long Then I remembered that I was missing something and texted her: Dear ***, there is still one major thing that was missed and that is the obscure glass in both back small window's as they were ordered that way originally and these windows do not have that glass as the roadside bathroom doesThey need to be exchanged*** replied: Oh noI will take a look at the old recordsWe he all of the original orders and notes This just shows and documents that this company has no quality control and does not communicate between departments and employees! Then on August 20th I again texted *** asking when this company is coming out to deal with the issues we put down on this punch list, replacing the big window and the little windows and the reply was that the check will be dropped off once they come out and that they were supposed to come out that afternoonOn September 23, texted her again, as I was in ** *** and I thought this phone would be off and she would see this message first ting in the morning asking when these windows will be replacedAnd her reply was: Just saw thisI was asleep at 3am :)I have an email in with ** *** to check on the status for youI also see a service about broken windows? Please let me know what that is forThank you! I responded the big one with the dent in it and the open exposed gaps around it! The window as installed I believe and of September or beginning of October a long time after August due date! Then I was cleaning the vinyl siding upstairs outside my son’s room when I noticed how badly this company had installed these windows and that explained why I had a higher electricity costs than the previous year! I wrote this to *** on 11th February and sked her to get them fixed ASAP and ask for a refund for low quality itemsShe responded to forward this to the service departmentThen on March 10th, I wrote her another text stating that this has been ignoredExpensive windows that do not keep the noise in as promised and drafty***’s response was that she was under the impression that this service was addressedShe would contact the correct personThe people came out and did some insulation, but the windows are still not keeping the noise in and Mrs*** never did bother with a follow up call or text to see if the issues have been handled! Mrs*** is again off the facts as she stated: We had these windows redone for her and provided her with the discount agreed upon based on her complaintsI did not receive a discount after this try to fix this problemMrs*** is again swaying from the truth and facts when she tells you that I contacted her more than once after midnight and I never asked for monetary offsetall my calls and text messages expect the one time I was in *** ***, have been done during the dayShe is also now defaming my character again and that is against the law stating I had cured at her? When was that and what did I say? As I recall I texted her on February 11, to refund me for low quality windows. Mrs*** truly has not all her facts to make such enormous accusations and claims!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** *** Hi there,There are numerous issues that *** missedThe fact that the windows where ordered many months prior for which they just forgot to order them and the financing was only good for months form the day we signed the agreement, which we have not received a copy of yet! Numerous times I called this company and the sales rep at the time to no availI was told that the windows where ordered and we were waiting, when in fact they were notThe windows where finally ordered in July when I informed them that they had to be installed prior to August and completed to our satisfaction for us to get the financing! When they finally came on August or 5th a crew of people came here who were instructed to take the original windows out without destroying themThey broke each window as they threw them down! Then one window was missing as it was ordered incorrectly, another window was broken and not installedThe frame was exposed to the outside as we were able to see through it and all the insects, spiders and other things came through the wide opening into the houseThe crew left the opening without closing it and I had to close it with paper to avoid water and animals to come into my houseThe crew was smoking on my property and we had the smoke inside our house and were rude when asked to close the openingThey walked into the house and never took their dirty shoes off and even smoked inside our house! We asked them to stop this! The foreman was rude and expected me to be happy that he came to install these windowsAnother major issue was that I had ordered the big window for my living room to be opening so that we had air in the roomWhen the sales person came out originally he got extra windows added as he said he had to make window sections to create this window as I wanted itHe also assured me that I get real noise reducing windows and that my electricity will come down drastically, which has not happened as a matter of fact my energy bill went up!I was in contact with this useless company for months until they finally decided to do something! They constantly told me that the windows where ordered when in fact the person who sold me the windows was fired a few months after I contacted them about the whereabouts of these windowsAlso, the fact that they started to destroy my windows in my conservatory, which I stopped them from doing just in time, did not speak well for their communication skills between their office and this crewThey lost my white vinyl buttons from my conservatory windows and I had to wait weeks to get them to bring me the matching colour!When *** finally came out to meet it was because the big window as a open exposed window, and I was extremely sick and tired of living like that! *** also forgot to mention that this guy that came out and used a heat gun was quiet able to hear everything that went on outside! The window start to get dull on the upper floor as they are exposed to the sun most of the dayThe quality of window they provided us is en par with the quality you get from *** and *** ***!*** never contacted me to find out if we where happy and accepting the insulation around the windows after they cameAlso, please look at the attached pictures as this is what they did when they installed these windows originallyI had heat loss through these gaps as this is bad installation! I still demand a major price reduction!

We take the rare complaints we receive very seriously, especially when expedited to this level prior to having the chance to handle things directly.  We will always make sure we have done a quality job and treated things with urgency and excellence.I pulled the phone record and reviewed the...

returned call to the customer. This call went out 30 minutes after the initial call where a message was left for Terri L[redacted] here in the production office. The customer was aware that the fan was being replaced and our crew lead, Mike, did make Mr. [redacted] aware when it was damaged.  We always do the right thing by our customers and this case is no different.  This fan is a specialty order and is due to be in sometime next week and at that time the fan will be replaced for the customer. Mike, the crew lead, called Mr. [redacted] to update him that when the globe for his fan arrives, they will be there next week to handle, barring any delays outside of our control.On the returned call Terri L[redacted] addressed his question regarding financing.  He is in a 12 month same as cash plan.  The customer signs their finance forms directly and are asked to review the documentation from the third party prior to signing.  He is not receiving interest payment requests, but the letters show what the interest would be after 12 months if not paid same as cash. Terri L[redacted] reviewed this information with him again verbally today.   We try to be proactive and handle things and we will continue to do so.The customer did reference being happy with the sunroom and our work otherwise, so aside from the special order fan being installed next week, I believe we have handled everything needed to resolve this for the customer prior to this complaint.Please let us know if we have missed anything or can do anything else to make sure the customer is satisfied.  There is no indicators on phone record or our internal notes that there is anything else pending.

I am curious if this is a new complaint or the same as the first two that we received. Michael, the project manager for this has been in constant contact with this customer and resolved the issues. We will continue to do the right things to see this through.

I apologize if you receive a reply more than once as I attempted to respond on my smart phone and believe it did not go through. The repair team said they fixed the problem.  They told me to allow it to drive for 4-6 hours.  When I went to take a bath on Saturday morning, there were...

still indications of the separation of the tub from the shower walls, the drain stopper that was replaced did not close and hold water in the tub.  I took picture of wall/tub separation and video of the stopper not working and sent it to the customer service rep I had been dealing with, Terri [redacted].  Today I got an email stating that they would have the project manager for bathrooms get in touch with me today.  As of 3:27, they have not called. The reason I am asking for a refund is because there have been several occasions that I have had to take off from work to meet someone to either attempted to fix the issues or arrived to say they could not fix the issues.  The time away from work and the headaches caused by their inability to fix the issues should cost them something.   Jennifer C[redacted]

Mrs. [redacted] was given the windows that she ordered and they were installed on 8/5/16.  During this time she was very aggressive with the office staff and would hang up on us while we were trying to troubleshoot her issues.  When she initially called in a service on 9/11/16 we...

addressed the issues with her immediately.  I personally went to her house to see her issues to make certain we handled everything that she needed.Months later she reported that she was still hearing noise from the road.  [redacted], the project manager went to her house and was not able to indicate any issues with a temperature gun or by assessing on site.I had a representative from the manufacturer go out.  They discovered that the windows were not insulated.  We had the windows redone for her to ensure that they were rewrapped and re-insulated.  We provided the customer with a discount from her original contract amount. That was completed on 4/29/16.  No other issues were reported to us after this.  We went above and beyond to take care of her.  We have never had these issues with our windows or with the quality of insulation.  I personally handled all correspondence with her and I have countless documentation of my willingness to make sure that she was satisfied in the end.Her project is covered by a lifetime warranty and we have no open issues with her at this time.Regards, [redacted]Office Manager