KEYSTONE SIDING CORP

"[member name removed], we appreciate the feedback that you have provided on your project and will utilize the information provided to improve our client experience. First, I wish to assure you that the site supervisor, Lou, was not duplicitous in relating to you. Before your installation we had nothing but positive feedback and reviews of projects performed. Unfortunately, during your project he was distracted on a personal level as his wife had given birth to a premature baby. In no way should that have affected your experience, as Richard Sciuto VP, should have been more involved in properly communicating and delivering a much better client experience from timely removal of the dumpster and job site clean up, as well as shutter specifics. Richard should have also shared that all projects do not start on time as prior projects are always completed in full before new ones begin, which has been our policy for 25 years. Often, extra work is requested by clients on projects in progress that delay scheduling, not to mention weather. Keystone Siding Corp has well over 3,000 installations of windows and siding and have strived to be the very best in installing energy efficient home improvements, and have won numerous awards for excellence and ethics. We will utilize your feedback to continually improve our services provided."

"In order to clarify this matter. Project was sold in June 2008 and completed August 8, 2008. Scope of work was 20 replacement windows, outside install, blind stop removal, 2 patio doors, and 1 3 lite patio door at 16,490. There was an issue with the 3 lite patio door leaking which we reordered the header piece and changed the existing defective flashing. At the point of sale, both clients were aware the grout to the existing door would be separated to remove the old door as would be anytime grout is sealed to the existing door. There is no way to avoid this. Regarding the windows... At remeasure and installation, "stains from ice damming were noted above and around many windows of the home". All of our windows have a 1/2' by 1" routed master frame around "all sides of the window" It is impossible for water to fill the routeded cavities as it would run down the sides fo the windows and over the sills. The only way to see water at the window is when it is running down the inside of the wall . This was explained the clients the "one time this was brought to our attention in the early winter of 2009". Still , At that time we promptly sent a technician (frank towne) over to double check and reseal any window the client had a concern with. They were also inspected by the manufacturer as well without any defficiency. With nearly 48,000 windows installed in recent years and installing windows since 1988, we have never seen a leak that was not a result of ice dams. We are suprised by our rating regarding pricing and service after nearly 5 years , but recognize there are few companies that our volume of business and share in our exceptional ratings. Overall A Price B Quality B Responsiveness A Punctuality B Professionalism A"

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