We apologize that this client feels that there has been any disservice.That is not what we are known for and our reputation is very important to us and feel that reviews, to hold weight, should be based on fact and reality. After reading the review however, we feel we simply need to clarify a few points. First, thanks for the A on quality. We feel that our crew did an excellent job on this project as well. Concerning the crew, this project was not sub-contracted you can see the same guys on one of our projects right now today. We are also happy to know that you felt the price for this project was in line. The price. however, was not off the top of our head, we have been doing this for 25 years and know what it will take for any given project. Not just small ones like this, but any project. We'd also like to remind you that we said it could take 2 to 3 weeks to order and receive a replacement window unit, we're certain that if you ask any contractor, worth their salt, how long it takes to get a custom window they will state the same. Then just like we stated to you, since we never know exactly what day a special order product may arrive, we always inform the client that it will be put on the schedule as soon as we receive the materials, but it would be within a week of receiving the product/material. Therein lies the reason for the 30 day process. As for the window being a "used" window, we are more than happy to visit our supply center and show you first hand that none of the windows come in a box, crate or any kind of packaging. They are only wrapped with cellophane. So when we pulled it off the truck, the cellophane was in the bed where we had cut it off and you simply didn't walk close enough to the truck to take notice of that but I wish you would have expressed that concern that day instead of making it sound, here on AL, as if we'd do such a thing. We believe you also failed to notice the manufacturer stickers all over the glass, that we removed on installation. You can also look at the info tag on the unit and see the manufacturing date. Had it come from an old job, it would be dirty, dingy in the tracks and have sealants still stuck to the frame. We know because we have done that for many clients on request. You were also informed of the blemish the window sash had on the lower right corner of the glass, that, by the way, we'd like to remind you, we pointed out to you before we even installed it. You were given the option to wait for a new window or carry on and you agreed that it was better to go ahead and have it 99.9% repaired and wait for a replacement sash than to not have it in at all. This "blemish" was about a 1/4" long and 1/32" wide which we suspected could be a scratch on the glass. Again we were the one to inform you and your mother as you had no idea it was there even after you looked at the finished work you didn't notice it. We did immediately order the replacement sash, which was and is under warranty(which you don't get on an old job window) and as we explained, warranty orders take longer to receive than standard orders and that was explained to you every time you called for an update over the next couple of months. Then, you were informed when the unit arrived but that the horrible weather wasn't allowing us to get to it in a timely fashion. Might we remind you again of the kind of winter storms, snow, downpours, freezing, etc etc etc that was preventing us from coming by to pop in the new sash and put on 1 piece of siding. We say remind you again because it was stated to you every time you called. We even verified a few times that you live within an hour of the job site to make sure you were experiencing the same kind of terrible weather for as long as we had been because we received calls from you during times of severe weather and didn't seem to believe it was far to bad to go out. Had we known that you would threaten to sue us for trying our very best to get to you, above all of our other clients who were experiencing emergencies, to put in the sash that was, according to you the first day, not an emergency and was performing as intended. Also, the vinyl siding that you speak of was broken because the siding on the house is old and cracked on removal to fix the damage. Vinyl siding is notorious for cracking and breaking in very cold temps. Again, please feel free to verify that fact with other contractors or google. So the siding we replaced was bought by us and repaired at no additional charge even though technically we should have billed you for time and material because it was something that had nothing to do with us. But we try to treat folks fairly and do what we can to make each experience with us a pleasant one. Also, we have the receipts and order confirmation forms for BOTH times the windows were ordered that prove they were brand new and done in a timely fashion. So in closing, we understand that some folks like to use AL as a kind of soap box to vent frustrations, real or imagined, but we feel, in this situation, that we were unfairly graded especially given that we: were fast to respond to your initial request, on the low end of costs, fast to perform all the work we could to put you in a good place, pointed out the damage to you, informed you of the process up front and the kind of time that would take, were able to take a credit card payment on the spot, always answered your calls or called you back and kept you abreast of the weather situation NC was experiencing at the time. We also feel it is important for you to know that we didn't go back out to the job because you had some lawyer make threats against us for something that was underway and out of our control but rather because the sash was in, the weather had broke and the schedule permitted it. It just aligned in such a way to make it look like we jumped because of the letter. Which we also responded to immediately. Lastly, I'd like to point out that what we thought was a scratch on the glass turned out to be a bit of stray glue from the factory build so there was actually no damage at all and nothing to be concerned about. We still have the sash at our office should you wish to verify the legitimacy of that statement as well. In light of this fact backed information, it is our hope and request that you change our grade to, if not an A, then at least something that more accurately represents your experience based on the facts and not feelings. We just don't feel that what you've said is correct or reflects the actual situation and what you have done has a seriously negative impact on our reputation on AL and elsewhere for complaints that aren't justified. Thank you for your time and best wishes to you.