+Windows,Main entrance door,Garden Doors
- Approximate cost of services:
- $1.00
+Windows,Main entrance door,Garden Doors
BHHI did sincerely attempt to meet Mr. Vinet’s timelines but because of a number of factors it was impossible and when we recognized this early on, Mr. Vinet was informed.
It is our procedure to have a technician out to the customer’s home to remeasure and double check the representative’s calculations within 2 weeks time.
On June 8th Mr. Vinet was offered a morning appointment June 11th to remeasure but he was adamant that the appointment must be after 6:30 p.m. This is without a doubt the busiest time of year and we could not honour that time slot until June 25th. At that time Mr. Vinet was informed that this would surely make it impossible for us to meet the rush delivery date.
On June 28th, after the remeasure was completed on June 25 and the order was placed for 2 sets of steel garden doors – customized with beveled glass, caming and colour options, Mr. Vinet was called to inform him that the manufacturer could not complete the order until the end of August. We had a late start when the recheck was held up for a month and the custom paint for the doors could not be done in the clients requested time frame.
In our information sheet entitled, “You’ve made a purchase from BHHI – Now What?” that Mr. Vinet would have received on signing the contract, it is stated:
“Delivery Date… Approximately 6 weeks after your final measurement… We have to let you know that there’s stuff that could delay your delivery – like changes to the original contract, foul weather, or more difficult custom colours or designs. There have even been boom times in the construction industry when we suffered a labour shortage…”
According to our records Mr. Vinet did in fact speak many times with our Customer Care representatives, his sales rep and our Sales Manager. If messages to the rep went unanswered because he was out of the office, other staff would answer the client’s inquiries.
Mr. Vinet was offered some compensation for the delay but he did not want construction at his home in August (the project required knocking out brick wall) and he would be away all of September.
Since the delay was unacceptable to the customer and we could not complete the project in the contracted time, we have honoured Mr. Vinet’s request for a full refund. We can only hope that when the client has time available for the project he will give BHHI another opportunity to prove the quality of our products and installation.
I would like to assure the customer that the window warranty did not expire and still has not expired.
Vinyl frames and sashes used in Beverley Hills windows are warranted against chipping, cracking, peeling or blistering. Moving parts such as balances and locks etc. are also warranted. The sealed insulated glass unit is warranted against defects that cause moisture collection or film formation caused by dirt in the dead air space of the sealed unit.
This warranty is valid for as long as you own and reside in the home. It can even be extended to a new owner.
Unfortunately the glass is not covered. Pressure cracks are not covered by any window manufacturer that we know of. If a pressure crack occurs shortly after installation, Beverley Hills will replace it as a gesture of goodwill, even without compensation from the manufacturer. But after 12 months we can be certain that the crack was not the result of poor installation but likely extreme weather conditions.
As to why a customer's call was not returned, apologies are in order. This is never acceptable and it has been noted.
In 2007, largely because of manufacturing and delivery issues that did not meet Beverley Hills Home Improvement's standards, Beverley Hills discontinued sunroom installations, preferring to deliver the best possible products and installations we can with windows, doors and siding. Still, as with all of our completed projects, we continue to offer ongoing service and warranty response.