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Complaint Details
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Initial Complaint
06/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Window installation 3 weeks ago, today. Once installed, it was noticed there was smudges and dirt trapped on the inside of the window. Installer took photos to turn in to support replacement request. I immediately called customer service and was told the glass should take a week to come in. Its been three weeks and Ive heard nothing, I am additionally requesting a $250 refund to compensate another missed day from work to be home for another installation.
Business response
06/21/2024
******************** windows were installed May 29. That day, our installers pointed out a cosmetic imperfection in the glass and told **************** that we would order new glass. Our glass comes from our glass supplier Cardinal glass, and it is not uncommon to discover cosmetic imperfections when certain light hits the glass. Unfortunately, these are things we often cannot detect in a factory. After our installers notified **************** of the issue, **************** called and demanded to speak to someone and refused to go to voicemail. ******, our customer service rep who handles installation issues, was unavailable at that moment,so **************** spoke with *****. ***** explained that the glass would be reordered and when pressed as to how long it would take, ***** told her 1-2 weeks. ***** also made it clear that she is not the normal person who handles this. The reality is it takes 3-4 weeks, as we first need to validate which piece of glass and put it in a warranty claim with Cardinal glass.
On June 14, **************** called and berated my staff,threatening to post negative reviews and demanding money off. She said she was told it would take 1 week.
The glass arrived today. 23 days after installation date. ****** called **************** and we have him scheduled for tomorrow morning to replace the glass. This way he does not need to take any time off of work. *********** should take no more than an hour, and possibly less than that.
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Contact Information
Customer Complaints Summary
5 total complaints in the last 3 years.
4 complaints closed in the last 12 months.