Sun Source Reviews (16)
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Address: 5390 E Ponce De Leon Ave # E, Stone Mountain, Georgia, United States, 30083-1300
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[email protected]:PM to me To whom it may concern:In speaking with with Miss [redacted] earlier today, I expressed how important customer service is to Empire Window Company, and apologized for our shortcomings in this matter.Due to staff changes in our service department, we were unaware of specific details in regards to the completion of this jobWe have since initiated new precautions to learn from this situation.A service technician met with Miss [redacted] on July to talk over her concerns, and create a completion list to her satisfactionAt the homeowners convenience, we are currently scheduled to complete this job on July 19.Should there be any further questions or concerns please do not hesitate to contact me at 440-232-1550Bill G [redacted] Director of operationsEmpire Window Company
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, [redacted]
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 For your reference, details of the offer I reviewed appear below Regards, [redacted]
To whom it may concern:In conversation with MrMrs***, I apologized for the oversight of providing full screens versus half, and any overall lack of communication that may have taken placeWith offering the option of half screens among other options, we were able to reach a resolution that worked for all parties involved.I appreciate your time and businessBill G [redacted] Director of operationsEmpire Window Company
Hi ***,I just received a notification that the complaint was closed without response from meI thought I submitted the response, but it somehow didn't go through. Can you please update the status that a satisfactory agreement was reached between us and Empire. Thank you
The attached letter was sent to Mr*** yesterday August 4, 2015, after he called our office We told him we could replace the glass within business days if he would provide the serial numbder Mr*** refuses to give us the serial number for the window Without this, we can
not re-order the glass
Attached contract states the install was for a sunroom This structure was modified at some point and was not original to the house Picture #This picture is of a level on one of the installed windowsThe center bubble shows the window is 100% level Picture #This is a picture of a level on the interior wood trim of the homeowners windowThe center bubble indicates there is a heavy pitch to the room/structure itselfNotice the window screen frame behind the level; it shows even compared to the level itselfAlso, the manufacturers report is attached
To whom it may concern:Empire Window Company installed eight windows for Mr*** *** at the price of $in January of Once the job was complete a routine call was made to check the satisfaction and completion of the homeowners jobAfter several months passed with no response, a
bill was sent out for the balance of $1125.00, which was to be paid in full as per the contractOn March of Empire received a payment of $Over the course of several months the homeowner proceeded to make three additional payments, the last payment being May of equaling a total of $Though we did not receive payment in full, Empire was willing to accept a payment schedule that was comfortable to the customer as long as we saw a monthly consistencySeveral months had passed without a payment or communication, and to our surprise the homeowner filed a complaint with the Revdex.com listing several problems and announcing how they had quit paying us.Within days of receiving the ***'s complaint Empire scheduled an installation manager to meet with the homeowner, take pictures, and assess the overall situation.Our findings reveal that the windows installed match that of the contract. Also, pictures taken with a level will clearly show that the windows are level and were installed properlyWe did adjust three screens which had roughly 1/of a gap on the bottom right and left side, and also inspected the air conditioning unit which appeared to be in good working order.We consider customer service to be a top priority at Empire Window Company and take pride in maintaining an A+ rating with our organizationsCommunication is one of the best building blocks towards a good working relationshipHad the homeowner responded to our phone calls or contacted us at any point, we would have been happy to address any concerns they may have had.Should you have any further questions or concerns, please do not hesitate to contact me at 440-232-
To whom it may concern:>> A service technician was sent out to assess the situation and while there, notes were made and pictures were takenUnfortunately, the data received was not filed properly and the homeowner experienced slow communication and a longer wait time than expected; which is
not our general practiceWe would like to apologize for the lack of communication, and we will do our best to learn from this situation.>> In review of notes, pictures and conversation with the homeowner, Empire stands behind their initial findings of the window being installed properlyPictures taken can provide a closer look at the wood siding, facia, roof line and gutter area; which in some locations appear to be rotted beyond repairAlso notes were made at the initial measure indicating there were signs of extreme water damage on the interior ceiling near the window in question.> We as a company are not trying to brush this off nor avoid responsibility, as indicated in your statementBetween the service technician and myself we have now met with the homeowners on a few different occasions to assess this situationWe are limited to our area of expertise, but have done our best to brainstorm ideas in hopes of together finding a solution to the problem.>> If we may be of any further assistance, please do not hesitate to contact us at ***.>>>> Bill G***> Director of operations> Empire Window Company
To whom it may concern:In speaking with *** *** on Friday the 4th of a date of Saturday September 4 was confirmed to correct his warranty issue.In talks it was understood that the lack of communication was with the manufacture and not Empire Window CompanyOnce Empire
became aware of the situation we were quick to intervene and see that the service was set to be completed in a timely manner.As a company we strive to maintain excellent customer service and apologize for not meeting and or exceeding the homeowners expectations in this situation.Should you have any further questions please do not hesitate to give me a call at 440-232-1550Bill G***Director of operationsEmpire Window Company
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,
*** ***
[email protected]:PM to me To whom it may concern:In speaking with with Miss *** earlier today, I expressed how important customer service is to Empire Window Company, and apologized for our shortcomings in this matter.Due to staff changes in our service department, we were unaware
of specific details in regards to the completion of this jobWe have since initiated new precautions to learn from this situation.A service technician met with Miss *** on July to talk over her concerns, and create a completion list to her satisfactionAt the homeowners convenience, we are currently scheduled to complete this job on July 19.Should there be any further questions or concerns please do not hesitate to contact me at 440-232-1550Bill G***Director of operationsEmpire Window Company
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,
[redacted]
To whom it may concern:In conversation with Mr. Mrs. [redacted], I apologized for the oversight of providing full screens versus half, and any overall lack of communication that may have taken place. With offering the option of half screens among other options, we were able to reach a resolution that...
worked for all parties involved.I appreciate your time and businessBill G[redacted]Director of operationsEmpire Window Company
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. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Revdex.com:
We have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory. We appreciate that Bill took the time to come out and show us all the documentation and photos he had of the water damage. However, it still stands that the installer or service technicians that came out could have taken the time to walk us through this information one of the three time they came out to the house. We had no idea they had even documented damage other than the small piece of wood they advised we repair when they came out in August. They could have saved both us and themselves months of grief and frustration if their service technicians would have given more than one or two word answers when asked questions.That being said, the window is beautiful and we're very happy to be able to grow herbs all year round now.
Regards,
[redacted] And [redacted]