MILGARD VINYL WINDOW

"Member, We are extremely sorry to hear about your dissatisfaction with our service interaction. We only wish we had been made aware of your disappointment earlier. It is clear that we did a poor job of explaining the intent of our initial visit. Given that we had not provided service to the either of the two previous owners of your residence, we did not have records of what was installed there. We attempted to use the data provided, but that data was not sufficient to allow us to come to your residence sufficiently prepared. Not making that clear to you before we had you take time off work is our fault. At the time of this service visit, the windows and doors at your residence were over 10 years old, and we had stopped the manufacturing of that style of windows and doors many years prior. We do keep spare parts on hand for these products, however we do not stock every service truck with every component we have ever used. Further, given the size of the sliding door in question, our safety policy requires that we have two technicians on site to remove the sliding panel in order for new rollers to be installed on the door. This was not something we were prepared to do on the initial preview visit as we did not know the size of the door. Our records indicate that we attempted to contact you on June 3rd and June 4th to schedule a return visit to your house to complete the work requested; unfortunately, we did not hear back from you. At this point, we would like to offer you a complete refund of the $125 deposit you paid us. It was (and is) our practice to subtract that deposit from the cost of the parts and the return visit. In other words, your remaining balance in this case would have been minimal. Please contact the General Manager and/or Customer Service Manager at our Milgard – Simi Valley location, and they will process that refund for you. Please also accept our sincerest apologies for the inconvenience and disruption we caused you."