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Complaint Details
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Initial Complaint
07/01/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
The vinyl portion of a large window on my home was damaged by hail in May of 2021. I contacted RJI to do the necessary work which included replacing the window itself. A note on the contract stipulated that it must be the same as the current brand, Plygem. The contact was signed in December of *************************************************** April of 2022. Shortly thereafter, the installer arrived at my home to do the work. It was quickly determined that it was not going to fit because the window, even though a Plygem was not going to work. I was informed that a different brand would need to be ordered and that this window would have different hardware handles and the color was not going to match like the Plygem. I decided to cancel the job because the damage to window was not extensive and would look better than the new brand. I was charged a $1431.49 cancellation fee and $760 for a non refundable window material charge for the new window. As I had stipulated in the contract, it must be a Plygem. It was not, and I feel the charges are unfair and a violation of the contract.Business response
07/08/2022
Unfortunately we had already invested the money and resources into executing this portion of the project and the materials had already been ordered. The fee charged for cancellation does not fully cover the associated expenses. The cancellation was a net negative for RJI and a net positive for the client from a financial perspective (RJI lost money, the client made money). We thought this to be a reasonable outcome when trying to consider the experience of our clients. We could fully execute this portion of the contract if you like?Customer response
07/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************
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Contact Information
Business hours
Today,8:00 AM - 5:00 PM
MMonday | 8:00 AM - 5:00 PM |
---|---|
TTuesday | 8:00 AM - 5:00 PM |
WWednesday | 8:00 AM - 5:00 PM |
ThThursday | 8:00 AM - 5:00 PM |
FFriday | 8:00 AM - 5:00 PM |
SaSaturday | Closed |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.