Thermo-Twin Windows

Dear Mr. [redacted]:
 
I’m
writing in response to your complaint filed with the Revdex.com
regarding you 1098-INT statements for your Huntington Personal Credit Line
(“PCL”) accounts. It was a pleasure talking with you on the telephone and this
letter is a follow up to our...

conversation.
 


You stated
that you are having your mail forwarded and to date, you have not received
your 1098-INT statements. As you requested, we have forwarded a copy of your 1098-INT
statements to our [redacted] banking office ([redacted]). Our Personal Banker, [redacted] is holding these
statements for you. If you have any questions, please contact him directly at
###-###-####. 





PCL Account ending in [redacted]:
The interest paid to Huntington in 2014 was
$1,365.88.
This account was closed on March 31, 2014.
We have enclosed a copy of the 1098-INT statement
for your review.
 
PCL Account ending in [redacted]
The interest paid to Huntington in 2014 was
$3243.53.
We have enclosed a copy of the 1098-INT statement
for your review.
 
Please accept
our apologies for not having delivered the level of service that we are
committed to providing you. We have discussed your comments at length with the appropriate
level of Huntington management, so please know that your comments have been
heard and we are using this concern as a coaching opportunity.
 
Mr. [redacted], per
your request, we have forwarded a copy of this letter to the address listed
above and to the [redacted] banking office. If I may be of further
assistance to you, please feel free to contact me directly at ###-###-####. We
appreciate your business and the opportunity to respond to your concerns. 
 
Sincerely,
 
[redacted]
[redacted]
Customer
Advocacy Response Team

[redacted]           
[redacted]        
 
I’m
writing in response to your complaint filed with the Revdex.com
(“Revdex.com”) dated December 22, 2014, regarding your checking...

account held with The Huntington National
Bank (“Huntington”).  Huntington received
this matter on December 23, 2014, for review. 
We apologize
for any inconvenience that you may have encountered due to this issue.  We have confirmed that that the two ACH
dispute forms that were received to dispute the debit of $130.44 from [redacted] were not fully completed or contained incorrect information.  A letter was mailed on December 17, 2014,
informing you that the dollar amount listed on the dispute form received on
December 17, 2014, did not match any of the ACH transactions that had posted to
your account.   A second letter was mailed on January 2, 2015,
informing you that the dispute form received on January 2, 2015, did not
contain the merchant information or the amount of the disputed
transaction.  We have enclosed copies of the
letters that were sent to you for your review.
 
Per our conversation
on December 29, 2014, I confirmed that your dispute was filed on December 9, 2014,
when you called our customer service department.  I also informed you of the missing and
incorrect information on the dispute forms that had been received, and
explained that a corrected dispute form would need to be completed. I explained
that when you had called on December 10, 2014, to check the status of your
dispute and to inform us that the dispute form had been faxed to the research
department, the phone representative instructed you to call back in 2 days.  This is because faxes that are received are converted
to electronic files and this process requires additional time to be completed,
and there was no record of your fax being received yet.   When you called back on December 16, 2014,
the phone representative instructed you to call back in 2 days because there
was still no record of the fax being received. 
 
We received
your corrected dispute form on January 2, 2015. 
A new research case was submitted and a final credit of $130.44 was
issued to your checking account.  The
credit of $130.44 posted to your checking account on January 2, 2015.  We have confirmed that no bank fees were
charged to your checking account due to this issue.   
 
If you have
any additional questions or concerns, you’re welcome to contact me at ###-###-#### or ###-###-####, extension #####.
 
Sincerely,
    [redacted]
[redacted]
Customer Advocacy Response Team

[redacted]First I would like to say I am disappointed on how you got back with me on this matterAfter you clearly stated you would call me back personally once you got all your informationOn my case-very disappointed!!!I have read your response and if you would have taken the time and energy to do a one on one Conversation with me all the responses you just gave would be null/void and the truth would ofCame out and we would be having a different conversation now!!!!Fact-1I believe from the start I was discriminated againts!!!Fact-2FHA-requires the underwriter who is dealing with two scores out of three to build a new third report Using common bills-phone,electric,heat,house payment etc-this never happened and if it did I clearly Would of passed this section with no problems regardless of the (DU)-option the underwriter is used toOn a daily basis!!Fact-3The whole BKO SCENARIO you laid out-well If [redacted] did her job and turned everything in-you clearlyWould of seen that I had a EXTENUATING SITUATIONS-that I gave to [redacted]!!I HAD A HOUSE FIRE IN 2012-that I almost lost my life and threw me back for a huge loop that caused the chapter 13-but you Never bothered to ask me and just decided to discriminate againts me and throw me under the boss!!!Fact-4The whole asset thing is just another vague response by huntington bank-I gave [redacted] my 401k statement plus insurance policies that would cover mortgage in the event of my death!!!All Huntington bank would of had to done is look at my bank statements and profile my bill pay to establish a pay back history-the best part you have access and never bothered to look or even try to go the extra mile-just get rid of me with vague fha guidelines that don't directy pertain to my loan application!!!I have decided to move forward with a complaint through FHA,Revdex.com and have retained a attotney-I am deeply Sadden how youHandled this whole thing-I realy thought you were going to bat for me!!!!I also am appealing the appraisal!!Thank you for your time[redacted]DISCRIMINATED CONSUMER

Dear [redacted]
 
I am writing in response to your recent complaint to the Revdex.com (“Revdex.com”) and your email to [redacted], CEO of the Huntington National Bank (“Huntington”), regarding your assertion of ethics and discrimination violations in reference to your...

application and denial for a Federal Housing Administration (“FHA”) insured mortgage loan.  We received this matter for review on March 2, 2015.  Thank you for taking the time to bring this to our attention. 
 
We apologize for any inconvenience you have experienced as a result of this matter.  We have elected to refund the $350.00 appraisal for your inconvenience.  This will be sent to you under separate cover.  Please allow fifteen business days for receipt of this refund.
 
We deeply regret that you were not satisfied with your experience.  Your comments regarding this concern have been forwarded on to management for review.  We’d like to assure you that providing equal treatment, without regard to race, sex, color, national origin, religion, age, marital status, disability, or any other prohibited basis, is a fundamental element in our mission to provide the highest quality financial services to all of Huntington’s existing and prospective customers. 
 
[redacted], our research finds no fault with Huntington’s policies or procedures in regards to the underwriting and denial of your loan application.  We found no evidence of ethics violations or discrimination in any way.
 
Huntington was unable to obtain automated underwriting as you suggest because your credit report returned with only two credit scores.  To obtain automated underwriting, the Desktop Underwriting (“DU”) system requires three credit scores.  Your file had to be manually underwritten as a result. 
 
Huntington’s records show that you filed Chapter 7 Bankruptcy in May 2008 which was discharged in October 2008.  While more than two years have elapsed since the Chapter 7 Bankruptcy, we do not find you meet the requirements of HUD’s Mortgage Credit Analysis Guidelines (4155.1 4.C.2.g) for an FHA loan because:
Your credit report shows that you subsequently opened a number of new accounts which you were unable to maintain responsibly, causing another Bankruptcy.
You did not provide an explanation of extenuating circumstances beyond your control which caused the bankruptcy.   
 
You filed a second Bankruptcy (Chapter 13 Bankruptcy) in November 2013 and this Bankruptcy has not yet been discharged. While a Chapter 13 Bankruptcy does not disqualify a borrower from obtaining an FHA-insured mortgage, with two bankruptcies in a short period of time, you have demonstrated the inability to re-establish and maintain good credit. Huntington has criteria around bankruptcy guidelines (i.e. number of filings and/or timing) that prohibit you from obtaining the loan.
 
Additionally, you were unable to provide Huntington with evidence of any assets as required by HUD’s 4155.1 4.C.3.d Guidelines.
 
While Huntington is unable to offer an FHA insured mortgage loan at this time, you may qualify at a later date.  We appreciate your business and the opportunity to address your concerns. 
 
If you have any questions you’re welcome to call me directly at ###-###-#### or at ###-###-####, extension [redacted].
 
Sincerely, 
 
[redacted]
Customer Advocacy Response Team

Dear [redacted]
 
I am writing in response to your recent complaint to the Revdex.com (“Revdex.com”) regarding an investment account with The Huntington Investment Company (“HIC”) and a Personal Line of Credit (“PCL”) ending [redacted] with The Huntington National Bank (“Huntington”)....

We received this matter for review on March 17, 2015.  Thank you for taking the time to bring this to our attention. 
 
We apologize for any inconvenience you have experienced as a result of this matter.  We addressed this matter previously in a letter to you on January 15, 2015, after your complaint to the Consumer Financial Protection Bureau (“CFPB”).  As in the previous complaint, I will respond to the portion of the complaint related to Huntington.  HIC will respond under separate cover regarding your investment concerns.
 
Regarding your PCL account, our research indicates that the last payment made on this account was on July 10, 2010 in the amount of $509.00.  The principal balance remaining on the account is $135,737.34. 
 
Huntington has provided numerous opportunities to assist you with regard to your PCL account.  For example:
 
•         When the account first became delinquent, the Huntington HomeSavers Department offered payment arrangements.  Huntington did not receive the necessary information necessary to qualify you.
•         In December 2010, the Huntington Short Sale Department reached out to you regarding the possibility of a Short Sale on your property as an alternative to Foreclosure, which you declined.
•         In January 2011, the Short Sale Department also offered a Reduced Payment Plan to bring your account current which you declined.
•         In 2013, you submitted a HomeSavers application.  Huntington offered a Loan Modification.  You declined Huntington’s offer.
 
You filed Chapter 7 Bankruptcy on May 16, 2014.  Your statement of intentions indicated that you were planning to surrender the real property securing the PCL account.  The Bankruptcy Court discharged you from any financial obligation on the account on August 26, 2014.  However, the mortgage still remains on the real property.
 
Currently, the real property is part of a Chapter 13 Bankruptcy filed December 4, 2014.  In the Chapter 13, the plan states the real property at issue will be surrendered.
 
When I wrote to you in January, I included a HomeSavers application.  I see that you submitted it as of January 26, 2015 and were denied assistance due to insufficient income. [redacted], there are no other options or alternatives to reduce the payments on this home to an affordable level with the income you presently have. 
 
I also see in your application that you have received an offer to purchase the home in the amount of $360,000.00.
 
Thank you for the opportunity to address your concerns.  If you have any questions you’re welcome to call me directly at ###-###-#### or at ###-###-####, extension [redacted].
 
Sincerely,
 
 
 
[redacted]
Customer Advocacy Response Team

We recently had the windows in our entire house replaced and we selected Thermo Twin Windows to manufacture and install them. They did a wonderful job. The windows are really nice and make our home look great. From the salesman, Cliff, who was very pleasant and professional, taking the time to show us samples and explain everything to us, to the installers, who worked efficiently, removed our old windows and cleaned everything up when they were done, it all went very smoothly. I would recommend Thermo Twin Windows to anyone looking for replacement windows. They are employee owned and manufacture the windows right here which was important to me.
Thank you Thermo Twin for a great experience.

This was my second experience with Thermo-Twin, in a prior house as well as my current house. In both instances, I have been extremely pleased. Walt and his staff couldn't have been more accommodating. They were punctual and hard working. The finished product is a pleasure to look at. Thermo-Twin is the best!

Review: My husband I ordered a new patio door from thermo-twin windows,the salesman at first was very helpful.My husband and I purchased the door and paid extra money for the life time warranty.We have used thermo-twin in the past for our windows for the house and we were happy with their products that is why we chose to use them again for the door.1st issue: A man did come to house to measure the door and then in about 3 weeks , 2 men came to install the door. The door was the wrong size, they had to cut thru the tile flooring in order for the door to fit, the only other option was to hang a piece of plastic over the hole in the wall until the new door was came in stock (which would be about another 3 weeks).I was not having a hole in my kitchen for 3 weeks2nd issue, the new door did not come with the window fittings that was ordered and the screen was missing.The Saleman that I spoke to said keep the door in place and he will order a new door 3rd issue: a month goes by, I made several calls, finally the new door came in.My husband had to take days off work for this issue to be resolved, now a few months later the door is leaking and they will not willing to work with us to inforce the warranty of the door. They are very rude when calling them, I wrote letters explaining to them the problem, with no response.I am left with a leaking patio door,tile floor that is ruined and anxiety over the poor, poor customer service received from them.Desired Settlement: Replacement of the patio door with tile flooring repaired

Business

Response:

This is in response to your complaint number [redacted] from Mr. and Mrs. [redacted].

To recap Thermo-Twin Industries, Inc. did install a door unit on June 14, 2013 at the residence of Mr. and Mrs. [redacted] at [redacted]. The door system, which was manufactured by Seal-Rite Door/Therma-Tru a manufacturing partner for Thermo-Twin Industries and was manufactured to Thermo-Twin Industries, Inc. specifications, was manufactured with the incorrect door lite insert by Seal-Rite/Therma-Tru manufacturing group. Unfortunately, this was not discovered until the installation of the door unit took place.

In addition, the screen sent into Thermo-Twin was not the proper screen and a new screen was immediately requisitioned. Due to manufacturing times, the proper screen would not make the initial job install date of June 14, 2013. Since the screen can be added after the installation, and is normally installed in that manner, the decision was made to move forward with the installation since the highly trained door crew was available on that date.

The issue with the door lite inserts was immediately reported to the Seal-Rite/Therma-Tru company by the Thermo-Twin installation manager. Since this insert was a non-stock item for Seal-Rite/Therma-Tru manufacturing group in Columbus, Ohio, it was immediately placed into their manufacturing cycle without delay. The new inserts with the correct blinds and the correct screen arrived at Thermo-Twin on June 20th and the service was schedule with our factory trained technician to resolve the matter on June 24th. At that point, the open service / install report was closed, and Thermo-Twin was awaiting final payment of $420.00 on the project.

As for the installation whereas the tile floor needed cut, I am confident our install technician discussed the matter with the homeowner before making any alteration to the flooring. With door installations, adjusting for the new thresholds by modifying the existing floor is an acceptable and common practice. Depending on how the residence was initially constructed, the age of the house and the type of door and construction of that door initially used in construction, an exact match of the footprint of the sill (threshold) area is nearly impossible. Door thresholds are continuously being updated by all door manufacturers who are striving for better performance and energy saving.

The policy at Thermo-Twin Industries has, and always will be, to service all products under the terms of the warranty as long as the customer’s account is not delinquent. In this case the $420.00 remained unpaid and no service was requested or scheduled on this product. Mr. [redacted], President/CEO spoke to Mr. [redacted] and within that conversation Mr. [redacted] agreed to make payment in full on the account, and Mr. [redacted] agree to have a Thermo-Twin technician visit the residence. As of this date, March 18, 2014, the account has been paid in full and Mr. [redacted] has been in contact with Mr. [redacted], service manager, to schedule inspection by a Thermo-Twin technician.

In closing, Thermo-Twin Industries will do everything within its power to fulfill all warranty obligations to all of its customers and I’m confident any service issue with the door unit will be rectified.

Sincerely,

Executive Vice President

Thermo-Twin Industries, Inc.

We just had Thermo Twin widows installed in our whole house. Great experience from sale to final installation. We could not be more pleased!

The Thermo-Twin team from the salesman to the installers were very good. They knew the product and assisted us when we had questions. The installers were very good and cleaned up after themselves.

I'm in the process of having my small rear deck enclosed by a local contractor. I began calling prospective window suppliers two weeks ago including Thermo Twin. I left a message for "Bob" at 9:30 am and by 4pm had no return call. I called after 4pm and was quoted a price. I had my contractor call last Thursday to see if he could get a business discount and again Bob never returned his call. He attempted a second time 8/15/16 and was told "everyone" was on vacation with no indication when he might get his price quote. For a company whose motto is "employee owned/employee proud" they don't appear to be interested in doing business.

Thermo Twin just installed 5 very large windows in our home. We are extremely pleased with this company and highly recommend them. Everyone we dealt with is courteous and informative from the initial call to set up an appt for an estimate to the installation crew and the follow-up call. You never talk to an answering machine when you call. Cliff our salesperson was informative and helpful in planning our purchase. Dave and his installation crew were great. They respected our property and used plenty of drop cloths and plastic runners to protect our furniture and carpeting. When the job was completed they cleaned up everything. We've even had neighbors commenting on how great the windows look. Great experience!!!

The team was right on time. They worked very diligently and did an excellent job. We are very satisfied and would recommend your company to anyone. Thank you !!!

Review: I had RUSCO windows installed on my home in 2003 by [redacted] window company of [redacted] The windows are backed by a lifetime warranty with a 20 year warranty on the window glass. The company that installed the windows went bankrupt and is out of business. I have one window with a "broken" seal and the E-gas is leaking out, the window is no longer clear but cloudy inside the pane. I notified Rusco windows and they stated they are under new management and will not honor the warranty. Now they state they will send me the glass but I have to pay for installation. The warranty clearly states that any defect of the window is under warranty for 20 years and replacement of the window will be covered at no charge. With that being said, where do I stand?Desired Settlement: I want Ruscoto honor their warranty and replace my window at no charge to me as written ion the warranty. When I spend more than $6000 on a product with a warranty I expect that product to last or the company honor their warranty.

Business

Response:

Good Morning,In February of 2014, Thermo-Twin Industries completed an asset purchase of Rusco Window which was a division of [redacted] Services. Though Thermo-Twin is not responsible for the warranty of products manufactured by [redacted] dba Rusco Window, in a good faith nature to the fantastic customer base, Thermo-Twin has been attempting to assist in all OLD warranty issues. Under the terms of the [redacted] / Rusco Warranty, reference page 3 which is the warranty certificate, "This warranty is limited to the furnishing of repaired or replacement parts and components and DOES NOT cover or include any labor costs of either Rusco or the selling Dealer. Rusco is not responsible for any costs incurred in the removal or reinstallation of the window or any part or component of the window". With that being said, our Rusco facility in [redacted] will manufactured and deliver to [redacted] the glass IGU unit at no charge to the customer on our normal delivery cycle.Sincerely,[redacted]Executive Vice PresidentThermo-Twin Industries, Inc.

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.

Review: In October of 2014 we contracted with Rusco Window Company, a subsidiary of Thermo Twin Industries, to install a free standing carport. They said they would start the installation in 6 to 8 weeks and we gave them a $500 deposit. They constantly re-scheduled the installation without really explaining why and not even informing us about the re-scheduling most of the time. I would call up to see if they were coming out on the day they previously scheduled and they would just tell me it had been re-scheduled to another date in the future. They originally told me they would install my carport a week or two before Thanksgiving and then it was rescheduled to the week after Thanksgiving and that someone would call early in that week to let me know which day. By Thursday of that week no one had called so I called them and was told it would now be December 15. On Dec 11 they called and said it would now be Dec 17. On Dec 16 I called to see if they would be out the next day, Dec 17, as they said and I was told it would now be January 6. When I asked why they told me they had not received the material and it would be at least another week before they received it. I told them then to just cancel my order, but instead they came back and asked if I would re-consider if they came out on Dec 19 and 20 to dig the footers and set the posts and then return on Dec 29 to finish. I told them my wife and I would discuss it and I would contact them in the morning with our decision. We were very skeptical at this point and decided not to go ahead with this. I called them the next morning Dec 17 and told them we just want to cancel the order and get our deposit back. They then told me they had the material after all and now I believe they had lied to me before about not having it. I told them I still wanted the order cancelled. They came back and said that if I would agree, they would come out that Friday and Saturday, the 19 and 20 to start and they would be back on the 22 to work until they completed the installation and I reluctantly agreed. That Friday, just two days later, they called and said they wouldn't be out that day after all but someone would still show up on Saturday, the 20. That Saturday, the next day, no one showed up and no one called. I called their office and my sales person's cell phone that day but of course no one could be reached. I left a message with them that we were done with them and not to send anyone out to our house and that we wanted our deposit back. I never received any calls back from them but a couple of guys showed up on Monday Dec 22 and I told them that I had cancelled the order. That day I sent a formal letter to Rusco cancelling the order and requesting the return of our deposit. I never received a reply to my letter so on Jan 10 I sent a follow up letter. I sent both letters via Certified mail so I know they were both received. On Jan 19 I received a letter from Thermo Twin, the parent company of Rusco, stating this was their final notice to me to schedule the installation or they would proceed with legal action against me. I had never received any prior notices from Thermal Twin before that. On Jan 24 I sent a letter to Thermo Twin in response to their letter stating that I had tried to work with Rusco on numerous occasions and they failed to live up to any of the promises they made and that as far as I was concerned Rusco violated the contract and I would like the return of my $500 deposit. I still have not had any replies to my letter, I have not received a refund for my $500 deposit and no one from either company has ever contacted me to explain why there were so many delays or even apologize for them. I believe that RUSCO violated the terms of our contract rendering all associated terms, conditions and disclaimers for non-refundable deposits as null and invalid. I would like for Rusco and Thermo Twin to do that right thing and refund my $500 deposit.Desired Settlement: I would like the refund of my $500 deposit.

Business

Response:

This is response to the complaint filed by Mr. [redacted]. The material for Mr. [redacted]’s carport cover has been in the Rusco facility in [redacted] for some time now. At the time Mr. [redacted] requested the cancellation due to delays in installation, the material, which is custom built, was already in stock at the Rusco facility. Mr. [redacted] is correct concerning the missed dates and to that we are tremendously sorry. Unfortunately due to scheduling conflicts and the fact that our operations shutdown between December 19th and January 4th, the installation manager assigned the job to one of our sub-contractors to perform the initial work. Due to personal circumstances beyond the sub-contractor’s control, the initial work was not completed as per the agreement between the sub-contractor, Rusco Window and Mr. [redacted]. Upon the reopening date of January 4, 2015, the Rusco installation manager, [redacted], realized the problem and sent the Rusco team out to perform ALL of the necessary work. Upon arrival at Mr. [redacted]’s, the Rusco install team was not allowed to perform necessary work per the signed contract. We sincerely apologize for this unfortunate situation and want to perform the work as stated in the contract at the earliest convenience of Mr. [redacted]. As mentioned previously, the carport cover which is custom made to specification provided by Rusco Windows to the manufacturer, is a NON-RETURNABLE item. Sincerely,[redacted]Executive Vice PresidentThermo-Twin Industries, Inc.

Review: July 2015 I signed a contract with Thermo Twin for replacement windows. At the same time we planned an installation date for the following month of August. I made a deposit of more than half the amount required. August cane & I received a call stating manufacturing was behind & the windows would be delayed till September. I date was set. I arranged again time off from work for the day scheduled. That day came and no one showed up, no one called. I called the office in Oakmont PA & was given the installer Ricky's number. I called Ricky who told me no he would not be installing the windows today but would get with Dennis and call me back in about 30 minutes. Over 2 hours later I still had not heard anything so I called the main office to speak with Dennis myself. He said they were in transition with local company Rusco and he was sorry but my windows would have to wait till the following week. We set a day again and arranged time off from work again to. The following arrived however the installers did not. Again no communication from Thermo Twin. I contacted Dennis aga in nd this time it was blamed on the installing crew. He promised he would get it all straightened out. I told him I was dissatisfied due to the lack of communication and disrespect of my time and felt like he should compensate me for this aggravating expience. He said he would talk it over with his boss and get back to me. I then called Ricky the installer who told me the windows had not been shipped and that was why he could not install as promised by Dennis. Days later I still had not heard from Dennis so I called him again. He said yes they would give me 10% which was all their prophet for all the trouble. Finally the day came for installation and they showed up did the work, I paid them the final check less $350. For the 10%.! However 10 minutes after they left I started cleaning the windows and realized out of 3 pairs of 2 6 panes were scratched, touch paint was needed on several seams and a chunk of wood had been gouged out of a seal by the installers. So I called Dennis. He said he would send Ricky back the following week to address the situation. As usual the following week there was a no call no show. I called Ricky myself who told me no he would not be coming back due to Thermo Twin letting his crew go. So I called Dennis back who told me yes they had let Ricky go but next week they would have a man in the area to do the inspection. We set a day and the man did come, took photos and told me all would be fixed and it was normal to have scratches and touch up work. He stated it would take up to 3 weeks to get the panes replaced and they would be in touch. In the mean time I received my warranty papers in the nail that stated for the warranty to be valid I needed to return the enclosed card....there was no card in the package. I reached out to Dennis who stated it was all taken care of prior for me. So I asked for my records if he could get me a copy and he said he would email me one which he did with the same date as the day I called. A few days later I received a bill for the final balance which I had paid to Ricky. I contacted Dennis again who told me he would contact Ricky and get back to me. He did follow thru and retrieved the check. 4 weeks past and no word about setting the date for the repair work so I contacted Dennis again. He told they had decided to replace 6 panes and it would be after Thanksgiving before they could have them ready. I told Dennis if that was the case I work retail and could not take time off until after Christmas. He said that would be fine he would be in touch then.Desired Settlement: I would like the replacement window installed, the repair work completed in as timely manner as possible. I feel I have been lied too and strung along for Thermo Twin benefit because I am a "small" job. I feel they have not lived up to their customer service standards for the quality they advertise.

Business

Response:

Good Afternoon,Thermo-Twin was closed from December 18 until the morning of January 4 for the holidays. I apologize for the inconvenience and contacted Ms. [redacted] on 1-8-16 to provide an update. Thermo-Twin has manufactured all new glazed sashes (upper and lower), instead of just changing out the glass units, and will be shipping them to Virginia on Friday, 1-15-16. We have made a sub contractor's agreement with [redacted] of [redacted] Exterior to be the authorized, factory trained window service contractor for Thermo-Twin in the Roanoke, VA market area. I explained to Ms. [redacted] that I will provide her cell phone number to [redacted] to contact her to arrange installing the new sashes and touching up the paint and caulking. I anticipate Mr. [redacted] completing this service the week of January 18th and it will be completed at Ms. [redacted]'s convenience.Sincerely,Dennis L[redacted]Executive Vice President

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.

My husband and I are extremely pleased with our recent purchase and installation of our windows from this company . From the first phone call , to ask questions , to the truck driving away after the windows were installed , these employees were all professionals ! I would highly recommend them to anyone who is thinking about new windows for there home .

Review: Back in July 2000, I had Thermo-Twin install all new double hung windows in my house. Today it's 9 degrees outside and all my window have either heavy condensation or ice building up on the center sash of the double hung windows at the window locks and at the lifting bar on the botton half of the double hung windows. This is not the first time I have had this situation over the last number of years. My two living room windows which have not been opened very often since they were installed have condensation and ice onthe center sash too! My house was built in 1978 so this is not a new house condensation problem and I do not have a humidifier in my home. The home has forced air heating which is a dry heat.I also have a tough time locking down my two front bedroom window and thermo-Twin has been out twice in the last 12 years to try and fix that problem to no avail. Last year I installed a replacement Andersons sliding glass down in the back of my house. Tobay there is no condensation or icing on that sliding glass door but all mv Themo-Twin installed windows have condensation or ice on them.Desired Settlement: Thermo-Twin offered to come out to see what the problem might be but they wanted to charge me $65.10 for the "service call" This problem has been on going for 12 years and thev have been out twice during that time frame to try and fix the problems with the windows without success. I feel they should come out and see what is wrong with their product for FREEI! paid over $2,000 for 6 windows

Business

Response:

After receiving the complaint #[redacted], Mr. [redacted], President/CEO of Thermo-Twin Industries placed a phone call to Mr. [redacted]. Mr. [redacted] explained that our warranty specifically states that the labor charge is waived for only a period of three (3) years from the date of installation, which in this case was July 26, 2000.

After a brief discussion Mr. [redacted] said he would agree to the $65.00 service labor fee if Thermo-Twin would guarantee that he’ll never have another problem with the windows. Mr. [redacted] attempted to explain that it is impossible to make such a guarantee. Mr. [redacted] further explained that Thermo-Twin would do everything within its power to correct the existing problem stated within the complaint for the $65.00 labor charge as long as the problem was with the windows in question and not a result of other influences not related to the windows.

Our position is firm that our service labor fee is $65.00 per our warranty. Any variation to this would be doing a tremendous dis-service to our customers, who abide by the provisions of our warranty.

Sincerely,

Executive Vice President

Thermo-Twin Industries, Inc.

As a footnote, I was presented with three service records dealing with the windows at Mr. [redacted]’s residence.

The first service was reported on December 21, 2000 and rectified on February of 2001 in which minor adjustments involving latches. This was performed at “no charge” to Mr. [redacted].

The second service was a service for the windows not closing properly. This was reported on September 6, 2002 and rectified on September 11, 2002 by making some minor adjustments. This was performed at “no charge” to Mr. [redacted].

The third service was reported on March 22, 2007, which involved a fogged unit of glass. On this service Mr. [redacted] was charged our service labor rate, which was $50.00 in 2007, and was paid in full.

Attached is a copy of the Retail Installed warranty from 2000 (Old Red Warranty) and a copy of the current Retail Installed warranty (Red Warranty)

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution, is at best, another attempt to resolve a continuing problem with the product. Please see the attached recap of the phone conversation I had with Mr. [redacted]. I find it very strange that no guarantee can be made on a fix for the windows that they manufactured and installed. The two problem windows are wide vinyl windows and that the material may not have the strength to operate as a strong single unit when closing and locking. Mr. [redacted] asked me twice if the windows were vinyl. I wonder if there is a known problem with larger vinyl windows not closing and lock as the other two sets of smaller vinyl windows installed in my house close and lock just fine!

Regards,

Had windows installed today.professional polite gentlemen installers.excellant work very pleased with the completed project.

Review: We contacted this company to have seamless gutters put on our house. We explained to the salesman, [redacted], that my husband worked on commission and that we could put some money down but it depended on the commission to pay the rest. The contract was on July 22, 2014. The salesman left but we did not receive a copy of the contract. We contacted the company by the following week and said that the commission was delayed. We then contacted the company on 8/14/14 when we found out we would not get the commission and asked if we could have our deposit money returned since this is the only money we have to live on until the next commission check. We spoke with [redacted] and she said she would send us a form to sign and just to send it back and we would get our money in a week. We did not receive it and contacted her again today 8/22/14 and she stated we would not get the money back at all because it was past the three days. I tried to explain to her what we had told the salesman but she didn't care. I contacted [redacted] at corporate and he basically said "oh well you signed the contract and we have the right to keep your money." This is a very poor business practice to keep money and not even supply the product. He had no compassion for us at all and seemed very greedy. I don't believe this is a good way to run a business. Thank you for your assistance. [redacted]Desired Settlement: We would like to have our $633.00 returned to us or at least have that amount in gutters given to us.

Business

Response:

Please allow this letter to serve as the official response of Thermo Twin Industries (“Thermo Twin”) to the complaint filed by [redacted] with the Revdex.com of Western Pennsylvania on August 26, 2014.

As Ms. [redacted] states, she and her husband, [redacted] signed the attached contract with Thermo Twin on July 22, 2014. The contract clearly explains in two separate, highly visible sections that, should the customer wish to cancel the contract and receive a refund of the customer’s deposit, said cancellation must be made in writing within three (3) business days after the contract is signed:

“ANY CUSTOMER WHO ELECTS TO CANCEL THEIR CONTRACT AFTER THE NORMAL (3) THREE DAY RESCISSION PERIOD EXPIRATION DATE, WILL FORFEIT ALL DEPOSITS PAID, ALSO THE CUSTOMER WILL BE LIABLE FOR ANY LABOR PROVIDED OR FOR ANY PRODUCTS MANUFACTURED RELATING TO THEIR CONTRACT. ANY MONIES OWED TO THERMO-TWIN INDUSTRIES, INC., VOIDS WARRANTY.”

“You, the Buyer, may cancel this transaction at any time prior to midnight of the third business day after the date of this transaction. See the notice of cancellation form for an explanation of this right.”

The Notice of Cancellation form further explains the customer’s right to cancel the transaction within three business days of execution of the contract, provides the address to which said cancellation notice should be sent and provides the date by which said cancellation notice must be received by Thermo Twin. Furthermore, as indicated at the bottom of the Notice of Cancellation, the customer retains a copy of the Notice of Cancellation (the yellow copy) to ensure that the customer has access to this information for the full three day cancellation period.

[redacted] contacted Thermo Twin by telephone on August 14, 2014, twenty-three (23) days after executing the contract, in order to cancel the contract. [redacted] were clearly informed of the three day cancellation policy.

Thermo Twin prides itself on quality products and excellent customer service and deeply regrets any instance in which a customer is not satisfied. That being said, however, Thermo Twin is not and cannot be responsible for a customer’s inability to make payment. It is unwise to enter into a contract while uncertain that you can fully perform pursuant thereto and by doing so, one assumes the risk of loss.

Accordingly, Thermo Twin has exercised its contractual right to retain the customers’ deposit

money.

Consumer

Response: