Windsor Plywood

[redacted] and ***’s February 6, response to MESSAGE FROM BUSINESS: ? We understand that your solution is for us to return the door we currently have and you will provide us a refund of $In your scenario, we would then have paid you $and we would have no productAlthough we appreciate your attempt to resolve this situation, we do not believe it is fairPlease follow carefully the progression of our requested project, which began April 21, This progression is italicized below and described in responses to your statements? Dear [redacted] & ***, Thank you for your letter dated 12/29/that we received 1/9/Our records indicate the following information? January 16, On April 21, 2016, you paid a deposit of $towards a custom door that Windsor Plywood agreed to? build for youOn June 6, this custom door was approved, the balance of $was paid and you? took custom door #from our location? Our Response: We paid Windsor Plywood a total of $- $deposit and $on June 6, You have a copy of the billing, which we attached to the letter we mailed to you on January 24, This letter reminded you we do not have the door you believe us to haveAs of February 6, you have not responded to our letter? Custom door/panel #was incorrectly measured and could not be usedThis was not under our controlDoor/panel #was taken back to Windsor Plywood and over the next four months modified to create door/panel #1A? Over four months later, on October 19, 2016, you paid $to have Windsor Plywood modify a 2? door jamb that [redacted] provided into a door jamb that would include custom door #This door? product was delivered to your residence at no additional chargeAt which time it was approved and? accepted by ***Later in October, [redacted] phoned Windsor Plywood and stated her dissatisfaction with the door product? Our Response: Door/panel #1A (which you modified from the incorrectly measured door/panel #1) was attached to our existing French door, you added a threshold (~$100-150) and frame (one 9’ section of wood ~$40) and delivered this product to our house on October 19, After waiting six months for this door/panel, [redacted] told you to deliver the door, as he was leaving the country on Thursday, October 20, Upon delivery it was quite obvious the door/panel did not match our existing French doorThe second attempt consisted of glass pane at least 1/2” shorter than the glass panes on our French door (picture below)Additionally, the panels did not match with our French doorWe paid an additional $?" no invoice receivedWe have now paid Windsor Plywood $1,and still did not have an accurate finished product? On Monday, October 24, 2016, at ***’s request, Michael and his employee came to our house and you both agreed the product provided to us had incorrect measurementsYou discussed the deficiencies, agreed the product was not correct and determined how the door/panel should be madeAs a reputable and experienced company, we expected you would mirror the dimensions, since you had our existing door in your positionsThis is your advertising languageWe were all in agreement a correctly measured door/panel should be provided.? It was mutually agreed that a new custom door, a custom threshold and modification to the existing? header were needed in order for the door product to work within the required parameters at your? residence(This was covered above)? [redacted] visited Windsor Plywood several times to monitor progress on the latest project making it clear? that the project would need to be completed and delivered before the Thanksgiving holiday on November 24, 2016.? Our Response: CorrectBecause you had our French door, there was plywood covering our back exitWe had no entry out the back of our house, colder weather was approaching and we wanted the project completedFor these reasons, [redacted] monitored your progressThere were approximately working days (calendar days) between October and November We do not consider that to be a rush order for the door/panel we had originally ordered on April 21, We’ve been very patient.? On November 23, 2016, [redacted] paid $of the $invoice for custom door #that Windsor? Plywood put a rush order on and was delivered at no additional charge to your residence.? Our Response: With no invoice, how would you expect us to know what was charged, whether $was deducted, or whether there was no delivery charge? Again, we do not consider this to be a rush order for the door/panel we originally ordered on April 21, On November 23, we received door/panel #The glass dimensions are a bit off, but we can live with itThe panels do not match our existing French doorThird attempt and still we have a product with incorrect measurements.? Please review the photos below of the panel/door you provided to us on November 23:? There are unfilled wood plugs on the interior door/panel, gouges on both the interior and exterior sides, and look at the 3rd attempt at matching dimensions Your employee indicated they would be returning to complete their workThey did notAt your request, we emailed you photos of our door and then you ignored all of our attempts to reach you.? On December 21, 2016, Windsor Plywood refunded the $to you.? Our Response: CorrectAnd, it was not a pleasant meetingBetween November and December 21, you repeatedly ignored our callsWhen we received our credit card statement reflecting the $charge, we addressed you directly at your storeYou immediately told us you were done with our doorAt this unpleasant meeting, you reluctantly agreed to refund our monies since you were finished with our request ?" Done! We believed this would be a refund of your $charge on November and the $we paid in June for panel/door / 1AThe door you have.? Windsor Plywood has repeatedly attempted to meet your needsWe created custom products for you? and do not give refunds on custom workThe project greatly exceeded our costs in labor and materials,? Windsor Plywood is willing refund $[redacted] upon receipt of custom door #in order to close this issue.? Our Response: Michael, yes, you have made repeated attempts to replicate a door/panel that mirrors our French door, which you had in your possession to matchIf we were to give you custom door #2, which we received on November 21, 2016, we would have no door/panel and we’d be out $1,(less your suggested $329.53) monies paid to Windsor PlywoodIs that what you’re asking of us?? We emphatically object to your statement aboveWindsor Plywood has not fulfilled our request for a custom panel/door to match our existing French doorAs noted above, you have custom door/panel #?" 1A, and now you’re requesting us to return door/panel #2.? We totally trusted that you could meet our needs of providing an accurately measured door/panel that matched our current French doorThis is what you and your employees told us each time we discussed itYour website states: “A key part of our success is our emphasis on providing exceptional customer service and competitive pricing.” We do not feel as valued clientsYou have not honored our request to match our current French door and you ignore our request for answersIf anyone should be irritated at these three attempts shouldn’t it be us? Our project remains unfinished.? ? Respectfully,Michael Schmidt? *$(refund requested), less $(discount provided), less $(man delivery charge), $(man pick up charge), less $(man delivery charge)? Our Response: Based on your response above, it is apparent that you agree we are owed funds for the door you have (door / 1A)Your charge to us was $In addition, please explain why we should be charged three delivery fees as a result of? your business’s inability to correctly measure and create the door/panel we originally requested and you agreed to replicate.? ? Summary of Funds Paid:4/21/- ? $deposit6/6/- ? $379.3710/19/- $682.2411/23/- $?" eventually refundedTotal we have paid less 12/21/refund - $1,311.61? Request for Resolution:·? ? ? ? ? ? ? ? A monetary refund in a mutually agreed upon amountThe product in our possession is highly overpriced at $1,We should not be charged for:o? ? Two doors ?" we have one stationary door/panel which you have attached to our existing French dooro? ? Delivery charges due to your incorrect measurementsThis was out of our controlo? ? The incomplete work on our existing door/panel which will require sanding of gouges on both sides, patching of several plugs, removing and flipping of existing door, with reattachment after cutting down for correct sizing·? ? ? ? ? ? ? ? Provide client with invoice detailing total monies charged for product and/or services provided·? ? ? ? ? ? ? ? Upon issuance of credit owed, provide client with a letter stating the matter is closed and resolved to both parties satisfaction.? Thank you for understanding this situation and addressing our concern.? [redacted] and [redacted]

Dear [redacted] & ***, Thank you for your letter dated 12/29/that we received 1/9/17.Our records indicate the following information January 16, 2017On April 21, 2016, you paid a deposit of $towards a custom door that Windsor Plywood agreed to? build for youOn June 6, this custom door was approved, the balance of $was paid and you? took custom door #from our location Over four months later, on October 19, 2016, you paid $to have Windsor Plywood modify a 2? door jamb that [redacted] provided into a door jamb that would include custom door #This door? product was delivered to your residence at no additional chargeAt which time it was approved and? accepted by ***.Later in October, [redacted] phoned Windsor Plywood and stated her dissatisfaction with the door product It was mutually agreed that a new custom door, a custom threshold and modification to the existing? header were needed in order for the door product to work within the required parameters at your? residence [redacted] visited Windsor Plywood several times to monitor progress on the latest project making it clear? that the project would need to be completed and delivered before the Thanksgiving Holiday on November 24, On November 23, 2016, [redacted] paid $of the $invoice for custom door #that Windsor? Plywood put a rush order on and was delivered at no additional charge to your residence On December 21, 2016, Windsor Plywood refunded the $to you Windsor Plywood has repeatedly attempted to meet your needsWe created custom products for you? and do not give refunds on custom workThe project greatly exceeded our costs in labor and materials,? Windsor Plywood is willing refund $[redacted] upon receipt of custom door #in order to close this issue Respectfully, Michael S [redacted] *$(refund requested), less $(discount provided), less $(man delivery charge), $(man pick up charge), less $(man delivery charge)

Complaint: [redacted] I am rejecting this response because:Michael,None of the three doors were completed to ‘custom’ specificationsYou and your staff agreed this was the case on custom door 1A and 1BYou chose not to inspect door 2, either at your site or ours; however, the incorrect measurements are obvious by the pictures you were providedPanel measurements do not match our existing door, which you had in your possession to matchThe condition of wood is unacceptable as delivered to usThe finish work you are referring to that we agreed to was simply for paint/stainYour employee said they were returning to make repairs.We feel strongly you have:· Overcharged us;· Inconvenienced us for a significant period of time;· Been neglectful in not providing us with invoices as requested several times; and· Not delivered a ‘custom’ product, as agreed.As you are unwilling to satisfy your obligation to provide us with a custom door, we will defer to the courts decisionSincerely, [redacted] and [redacted] P.S [redacted] and I had our home built in 1987, so you could say it is customFrom original construction through years of modifications, and addition of a separate garage, we have had no issues with businesses, or contractorsOur complaint with Windsor Plywood is valid and based on principle

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Initial Business Response /* (1000, 8, 2015/10/23) */
Contact Name and Title: Davin ***
Contact Phone:
Contact Email: ***@windsor-edmonton.com
I just spoke with *** and hope to get this resolved Monday oct

Dear *** & ***,
Thank you for your letter dated 12/29/that we received 1/9/17.Our records indicate the following information
January 16, 2017On April 21, 2016, you paid a deposit of $towards a custom door that Windsor Plywood agreed to build for youOn June 6, this custom
door was approved, the balance of $was paid and you took custom door #from our location
Over four months later, on October 19, 2016, you paid $to have Windsor Plywood modify a 2 door jamb that *** provided into a door jamb that would include custom door #This door product was delivered to your residence at no additional chargeAt which time it was approved and accepted by ***.Later in October, *** phoned Windsor Plywood and stated her dissatisfaction with the door product
It was mutually agreed that a new custom door, a custom threshold and modification to the existing header were needed in order for the door product to work within the required parameters at your residence
*** visited Windsor Plywood several times to monitor progress on the latest project making it clear that the project would need to be completed and delivered before the Thanksgiving Holiday on November 24,
On November 23, 2016, *** paid $of the $invoice for custom door #that Windsor Plywood put a rush order on and was delivered at no additional charge to your residence
On December 21, 2016, Windsor Plywood refunded the $to you
Windsor Plywood has repeatedly attempted to meet your needsWe created custom products for you and do not give refunds on custom workThe project greatly exceeded our costs in labor and materials, Windsor Plywood is willing refund $329.53* upon receipt of custom door #in order to close this issue
Respectfully,
Michael S***
*$(refund requested), less $(discount provided), less $(man delivery charge), $(man pick up charge), less $(man delivery charge)

Dear *** & ***,
Thank you for your letter dated 12/29/that we received 1/9/17.Our records indicate the following information
January 16, 2017On April 21, 2016, you paid a deposit of $towards a custom door that Windsor Plywood agreed to build for youOn June 6, this custom
door was approved, the balance of $was paid and you took custom door #from our location
Over four months later, on October 19, 2016, you paid $to have Windsor Plywood modify a 2 door jamb that *** provided into a door jamb that would include custom door #This door product was delivered to your residence at no additional chargeAt which time it was approved and accepted by ***.Later in October, *** phoned Windsor Plywood and stated her dissatisfaction with the door product
It was mutually agreed that a new custom door, a custom threshold and modification to the existing header were needed in order for the door product to work within the required parameters at your residence
*** visited Windsor Plywood several times to monitor progress on the latest project making it clear that the project would need to be completed and delivered before the Thanksgiving Holiday on November 24,
On November 23, 2016, *** paid $of the $invoice for custom door #that Windsor Plywood put a rush order on and was delivered at no additional charge to your residence
On December 21, 2016, Windsor Plywood refunded the $to you
Windsor Plywood has repeatedly attempted to meet your needsWe created custom products for you and do not give refunds on custom workThe project greatly exceeded our costs in labor and materials, Windsor Plywood is willing refund $329.53* upon receipt of custom door #in order to close this issue
Respectfully,
Michael S***
*$(refund requested), less $(discount provided), less $(man delivery charge), $(man pick up charge), less $(man delivery charge)

[redacted] and [redacted]’s February 6, 2017 response to MESSAGE FROM BUSINESS:   We understand that your solution is for us to return the door we currently have and you will provide us a refund of $379.37. In your scenario, we would then have paid you $932.24 and we would have no product. Although we appreciate your attempt to resolve this situation, we do not believe it is fair. Please follow carefully the progression of our requested project, which began April 21, 2016. This progression is italicized below and described in responses to your statements.   Dear [redacted] & [redacted], Thank you for your letter dated 12/29/16 that we received 1/9/17. Our records indicate the following information.   January 16, 2017 On April 21, 2016, you paid a deposit of $250 towards a custom door that Windsor Plywood agreed to build for you. On June 6, 2016 this custom door was approved, the balance of $379.37 was paid and you took custom door #1 from our location.   Our Response: We paid Windsor Plywood a total of $629.37 - $250 deposit and $379.37 on June 6, 2016. You have a copy of the billing, which we attached to the letter we mailed to you on January 24, 2017. This letter reminded you we do not have the door you believe us to have. As of February 6, you have not responded to our letter.   Custom door/panel #1 was incorrectly measured and could not be used. This was not under our control. Door/panel #1 was taken back to Windsor Plywood and over the next four months modified to create door/panel #1A.   Over four months later, on October 19, 2016, you paid $682.24 to have Windsor Plywood modify a 2 door jamb that [redacted] provided into a 3 door jamb that would include custom door #1. This 3 door product was delivered to your residence at no additional charge. At which time it was approved and accepted by [redacted]. Later in October, [redacted] phoned Windsor Plywood and stated her dissatisfaction with the 3 door product.   Our Response: Door/panel #1A (which you modified from the incorrectly measured door/panel #1) was attached to our existing French door, you added a threshold (~$100-150) and frame (one 9’ section of wood ~$40) and delivered this product to our house on October 19, 2016. After waiting six months for this door/panel, [redacted] told you to deliver the door, as he was leaving the country on Thursday, October 20, 2016. Upon delivery it was quite obvious the door/panel did not match our existing French door. The second attempt consisted of glass pane at least 1 1/2” shorter than the glass panes on our French door (picture below). Additionally, the panels did not match with our French door. We paid an additional $682.24 – no invoice received. We have now paid Windsor Plywood $1,311.61 and still did not have an accurate finished product.   On Monday, October 24, 2016, at [redacted]’s request, Michael and his employee came to our house and you both agreed the product provided to us had incorrect measurements. You discussed the deficiencies, agreed the product was not correct and determined how the door/panel should be made. As a reputable and experienced company, we expected you would mirror the dimensions, since you had our existing door in your positions. This is your advertising language. We were all in agreement a correctly measured door/panel should be provided. It was mutually agreed that a new custom door, a custom threshold and modification to the existing header were needed in order for the 3 door product to work within the required parameters at your residence. (This was covered above) [redacted] visited Windsor Plywood several times to monitor progress on the latest project making it clear that the project would need to be completed and delivered before the Thanksgiving holiday on November 24, 2016. Our Response: Correct. Because you had our French door, there was plywood covering our back exit. We had no entry out the back of our house, colder weather was approaching and we wanted the project completed. For these reasons, [redacted] monitored your progress. There were approximately 20 working days (30 calendar days) between October 24 and November 23. We do not consider that to be a rush order for the door/panel we had originally ordered on April 21, 2016. We’ve been very patient. On November 23, 2016, [redacted] paid $946.31 of the $1046.31 invoice for custom door #2 that Windsor Plywood put a rush order on and was delivered at no additional charge to your residence. Our Response: With no invoice, how would you expect us to know what was charged, whether $100 was deducted, or whether there was no delivery charge? Again, we do not consider this to be a rush order for the door/panel we originally ordered on April 21, 2016. On November 23, 2016 we received door/panel #2. The glass dimensions are a bit off, but we can live with it. The panels do not match our existing French door. Third attempt and still we have a product with incorrect measurements. Please review the photos below of the panel/door you provided to us on November 23:  There are 8 unfilled wood plugs on the interior door/panel, gouges on both the interior and exterior sides, and look at the 3rd attempt at matching dimensions Your employee indicated they would be returning to complete their work. They did not. At your request, we emailed you photos of our door and then you ignored all of our attempts to reach you. On December 21, 2016, Windsor Plywood refunded the $946.31 to you. Our Response: Correct. And, it was not a pleasant meeting. Between November 28 and December 21, you repeatedly ignored our calls. When we received our credit card statement reflecting the $946.31 charge, we addressed you directly at your store. You immediately told us you were done with our door. At this unpleasant meeting, you reluctantly agreed to refund our monies since you were finished with our request – Done! We believed this would be a refund of your $946.31 charge on November 23 and the $629.37 we paid in June for panel/door 1 / 1A. The door you have. Windsor Plywood has repeatedly attempted to meet your needs. We created custom products for you and do not give refunds on custom work. The project greatly exceeded our costs in labor and materials, Windsor Plywood is willing refund $329.53* upon receipt of custom door #2 in order to close this issue. Our Response: Michael, yes, you have made repeated attempts to replicate a door/panel that mirrors our French door, which you had in your possession to match. If we were to give you custom door #2, which we received on November 21, 2016, we would have no door/panel and we’d be out $1,311.61 (less your suggested $329.53) monies paid to Windsor Plywood. Is that what you’re asking of us? We emphatically object to your statement above. Windsor Plywood has not fulfilled our request for a custom panel/door to match our existing French door. As noted above, you have custom door/panel #1 – 1A, and now you’re requesting us to return door/panel #2. We totally trusted that you could meet our needs of providing an accurately measured door/panel that matched our current French door. This is what you and your employees told us each time we discussed it. Your website states: “A key part of our success is our emphasis on providing exceptional customer service and competitive pricing.” We do not feel as valued clients. You have not honored our request to match our current French door and you ignore our request for answers. If anyone should be irritated at these three attempts shouldn’t it be us? Our project remains unfinished.  Respectfully,Michael Schmidt *$579.53 (refund requested), less $100 (discount provided), less $50 (3 man delivery charge), $50 (3 man pick up charge), less $50 (3 man delivery charge)  Our Response: Based on your response above, it is apparent that you agree we are owed funds for the door you have (door 1 / 1A). Your charge to us was $629.37. In addition, please explain why we should be charged three delivery fees as a result of your business’s inability to correctly measure and create the door/panel we originally requested and you agreed to replicate.  Summary of Funds Paid:4/21/16 -  $250.00 deposit6/6/16 -  $379.3710/19/16 - $682.2411/23/16 - $946.31 – eventually refundedTotal we have paid less 12/21/16 refund - $1,311.61 Request for Resolution:·         A monetary refund in a mutually agreed upon amount. The product in our possession is highly overpriced at $1,311.61. We should not be charged for:o   Two doors – we have one stationary door/panel which you have attached to our existing French dooro   Delivery charges due to your incorrect measurements. This was out of our controlo   The incomplete work on our existing door/panel which will require sanding of gouges on both sides, patching of several plugs, removing and flipping of existing door, with reattachment after cutting down for correct sizing·         Provide client with invoice detailing total monies charged for product and/or services provided·         Upon issuance of credit owed, provide client with a letter stating the matter is closed and resolved to both parties satisfaction. Thank you for understanding this situation and addressing our concern. [redacted] and [redacted]

Complaint: [redacted]
I am rejecting this response because:Michael,None of the three doors were completed to ‘custom’ specifications. You and your staff agreed this was the case on custom door 1A and 1B. You chose not to inspect door 2, either at your site or ours; however, the incorrect measurements are obvious by the pictures you were provided. Panel measurements do not match our existing door, which you had in your possession to match. The condition of wood is unacceptable as delivered to us. The finish work you are referring to that we agreed to was simply for paint/stain. Your employee said they were returning to make repairs.We feel strongly you have:·       Overcharged us;·       Inconvenienced us for a significant period of time;·       Been neglectful in not providing us with invoices as requested several times; and·       Not delivered a ‘custom’ product, as agreed.As you are unwilling to satisfy your obligation to provide us with a custom door, we will defer to the courts decision. Sincerely,[redacted] and [redacted] P.S. [redacted] and I had our home built in 1987, so you could say it is custom. From original construction through 30 years of modifications, and addition of a separate garage, we have had no issues with businesses, or contractors. Our complaint with Windsor Plywood is valid and based on principle.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]