Response from Nothing But Windows
We are terribly sorry that you did not receive a call back after you contacted our company for a free estimate. During the week you called, we had just ended an Angie's List Big Deal promotion, and simply needed a little patience from our potential customers while we tended to everyone's needs as quickly as we could. Unfortunately, just a week prior to our running the deal, my husband (the owner of the company) lost his brother unexpectedly. It made for a little bit of a rough time for us, but we knew that if we stayed diligent, we would overcome any hurdles and continue our great company practices. We stayed on our feet and worked together to tend to the business, and it looks like we had one person fall through the cracks, even with our best efforts put forth, and for that we are sorry. It would have been appreciated if you had given our company the benefit of the doubt, based on our history here on Angie's List, and reached out to us so that we could rectify the situation and make sure you were well taken care of. Additionally, we are sorry that you feel our company deserves an "F", even after looking over our previous reviews and seeing that it was not our practice to leave a customer waiting. We strive to go the extra mile with our customers and would never, intentionally, just ignore your call for potential business. In fact, I don't know of any company that would do that with a potential new client. Unfortunately, we did not hear from you again, and you presumably already had service done by another company, so we could not rectify the situation of you not getting a call back during that week. By the weeks end, you had already posted your rating of our company, even with no work completed on your home. As you can see, we are customer service focused and we work hard to make sure our clients do not feel like just a "check in our pocket," but, sometimes we forget that our clients may see us as "just another company," until they have the opportunity to use us and actually meet the people behind the business. We promise to you and any other potential customers that we will not settle for anything but the high-quality work we have exhibited for past clients, and you not getting a call definitely was NOT our normal business practice. We hope you will reconsider our company's rating here on Angie's List and let us take this opportunity to apologize to you for the mistake we made during an extremely tough week.