ComplaintsforForbes Design Center LLC
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Complaint Details
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Initial Complaint
04/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Last year, Forbes installed new ****** windows in my home at great cost like $40,000. One of the screens had a hole in it. It took about 10 calls and emails to get anyone to answer my calls to get it replaced and then they never contacted me when it came in. After another round of 20 calls and emails, there was finally one time when an actual person picked up the phone. They said the screen was in. Later I received a voicemail for a delivery date but I was not available and asked to reschedule. I am now at the mark of having left 20 voicemails w no call back and one of their lines has the mailbox full. All I want is ny screen delivered to replace the one with holes. This shouldn’t be so hard and the lack of customer service is disrespectful and appalling.Business response
04/11/2024
We are writing this letter in response to the complaint submitted on 4/4/24, ID #********.?
This complaint has been resolved. We delivered the screen on 4/10/24.?
As of today, the customer's job has been completed and installed in full. The cause of the initial?
issue was that there was minor screen damage caused by the manufacturer of the screen. A?
new screen was ordered by our team at no charge to the customer.?
We reached out to the customer when we received the screen to set up delivery. The original?
delivery date didn't work for their schedule.?
The accusation of the customer claiming to have left 20 voicemails and messages is?
exaggerated. We acknowledge that there were some communication challenges. However, we?
also took steps to communicate by emailing and calling and didn't receive a response while?
trying to schedule the service.?
Ultimately, we were able to coordinate a delivery with her and she is happy with her new screen.?
At this point, there seem to be no issues on either side. We received a text from the customer to?
one of our team members on 4/11/24 confirming completion of this project and that they were?
happy with everything.?
We appreciate your resolution of this complaint and appreciate your support.?
The Forbes Team?
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.