Dear Member, we are sorry to hear that you did not enjoy your experience with us at Green View Remodeling. We certainly understand your frustrations. Please allow us first to address your comment about the request to cancel. We have a policy that is much more generous than what is required by Consumer Laws and we take pride in being fair with our customers. Your contract was signed on June 13th and we did not receive your request to cancel until June 29th. This is nearly two weeks after signing and committing to move forward with us. What you may not realize is that we begin to invest time and resources into processing your transaction after the 3 day cancellation timeframe that is required by Consumer Laws. Once we begin to process your order we ask that you honor your commitment. In addition, your main concern behind your request to cancel was price, and we lowered your contract price significantly to satisfy you. We certainly understand your comments regarding the delays in your project. Under no circumstances are we happy when a project takes this long. It’s a very rare occurrence for us. However, the delays on your project were caused by two major factors… neither of which we could control 1. we had a VERY difficult time reaching you during the entire project. You requested that we call you after 5pm because of your work schedule, and we were happy to follow that request, as most days our office is open until 6pm anyway. After attempting to reach you numerous times after 5pm, all documented in our system, we began calling you during the day only to leave voicemails informing you that your windows were ready and to call us back at your convenience to schedule. We only did this a handful of times after you did not answer your phone when we attempted to call you after 5pm. Difficulties in scheduling continued even until the final walkthrough when you said numerous times that you were unable to commit to a certain time and to call you back the next evening to reschedule. However, every time we would call back it would be sent directly to your voicemail. Eventually, we finally got a response to schedule the final walkthrough with your partner. This occurrence also happened to our installers, as they reached out several times to install and service your windows but they could not get in contact with you. Eventually, just like you did with us, you gave them your partner’s information to schedule. These scheduling difficulties caused extended delays in your project 2. The second reason for your delay was simply a manufacture mistake when making your custom windows. The manufacturer is solely responsible for producing your windows and they made a mistake in the construction of your custom windows. Rather than making excuses, we immediately caught the error and demanded the manufacture remake your windows. This obviously caused a delay and we sincerely apologize that this manufacturing mistake occurred on your, or any, project. To further prove that we take pride in a timely process, here is a small sample of customers that we have installed in the last 30 days with their project timeframes. Margaret in Cumming, contract signed 10.2.17, installed 11.10.17 K.C. in Atlanta, signed 10.2.17, installed 11.9.17 Linda in Griffin, signed 9.12.17, installed 10.24.17 Jan in Norcross, signed 9.16.17, installed 10.23.17 James in Roswell, signed 9.19.17, installed 10.17.17 Ruby in Powder Springs, signed 8.24.17, installed 10.21 Jenny in Milton, signed 9.23.17, installed 10.13.17 We would also like to address your comments about our Sales Team and Installing Crew. Our Sales Team is extremely knowledgeable and goes through weekly training, no matter how long they have been with our company, to constantly improve their skills in the window industry. We have Sales Consultants that have been with us for over three years and they are STILL required to attend weekly training sessions. Regarding the quality of our windows, versus any other company,… Our windows are made of one hundred percent virgin vinyl and have a much narrower frame that other companies, which maximizes the amount of viewing area of a replacement window. We are very confused by your comments about our window, as it is EXACTLY the same window that was showed to you during your initial meeting with us. One of our top goals as a company is to be transparent with the customer. We showed you the exact product that was installed in your home, unlike other window companies who may try to show consumers a nice product and then install a lower quality window. We are so confident in our window that we are able to give our customers, including yourself, a lifetime warranty, and this warranty even transfers to new home owners. This transparency is also reflected in the actions of our Owner and Management Team, who was honest with you from day one. In the end, we made sure that the windows were completed to your satisfaction. We did not ask for payment until the final service date was completed on October 11th, and we were unable to come out for a final walkthrough until the first week of November due to your numerous scheduling conflicts. Here at Green View we understand that work schedules can be hectic and we feel that we did go the extra mile to help service your needs. We offered to do walkthroughs on Sundays, the only day of the week we are closed… not for payment, but to ensure that your window project was being handled to your satisfaction. But you canceled on us multiple weekends in a row. Canceling these walkthroughs and service calls prolonged the completion of your window project. We offered discounts, flexible scheduling, and tried our best to be understanding of your frustrations. In the end, we hope that you are happy with your windows. We hope that in the upcoming cold and wet months they serve you and your family well. We are always happy to receive feedback of any kind, and thank you for taking time out of your busy day to comment. Sincerely, Green View Remolding