Customer waits for roofing warranty, tax credit info

Customer waits for roofing warranty, tax credit info

COMPLAINT: Kay Mick, Cincinnati

"Window City of West Chester [Ohio] replaced my roof, gutters and windows. The roofing work was excellent, but they initially delayed the gutters and ordered the wrong colored windows.

"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."

STATUS: Resolved

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