Customer waits for roofing warranty, tax credit info
COMPLAINT: Kay Mick, Cincinnati
"I had a problem with the finishing and caulking on the window. This spring, I discovered a leak in the gutters, as well.
"I recently called them, because I noticed I didn't have a warranty for the roof. I wanted to see if I qualified for the energy tax credit. I was put off and told I could search the Internet to see if I qualified.
"They had various excuses as to why they didn't send the warranty."
DESIRED RESOLUTION: "I researched the energy tax credit for my roof and now need Window City to provide my roofing warranty."
COMPANY RESPONSE: Brandon Stone, manager, Window City
"The member contacted me asking for a warranty and if her roof qualified for a tax credit. Every time she contacted me, I was on a sales or service call. I never once put her off.
"We had recently moved offices and transferred a lot of files. Her folder somehow got mixed in the files, so I couldn't get her address or call to tell her the roof didn't qualify for the tax credit.
"I have since mailed her a warranty and told her about the tax credit."