Crystaline Window Solutions

"Thank you for your feedback. I reviewed your correspondence and there is no record of a no show. You were scheduled for service and keep informed that day of their eta. You had a house showing at 4pm and chose to reschedule so we would not be there still cleaning the windows and the home was being shown. That was February 15th. I did prolong reaching back out with available dates but with all the rain and rescheduling, it has been difficult to pinpoint a good date for rescheduling everyone without the need to reschedule repeatedly due to bad weather. I completely understand your desire for a refund. I will email you directly instructions on that request. Thanks again I apologize for the delayed response. Kelsa, Owner Crystaline Windows"

"Thank you for taking the time to provide feedback. On December 11th, you did not confirm your appointment for the following day. We spoke over the phone and rescheduled you for December 18th. Prior to your rescheduled date we experienced a lot of rain causing some customers with an immediate need for service to be rescheduled. I reached out to customers on the schedule for that week asking for volunteers to reschedule for those customers with an immediate need due to the holidays. You volunteered to reschedule to a later date. It had nothing to do with rain. At that time you discovered I had pneumonia because I had an uncontrollable cough. We never rescheduled due to any illness. My illness was just a mention during our communication. You reached back out to me January 29th to be scheduled and I asked if you could be available Tuesday, February 6th. You did not respond until the morning of February 6th asking if we were coming. I explained we cannot book an appointment until the customer confirms the date will work. You expressed your anger and I offered to have someone come out the following day. I tried resolving several other ways to no avail. You refused service at that point so I suggested a refund as it was apparent I was unable to provide a solution. I’m sorry you are frustrated, but as discussed on the phone, we cannot send technicians to a customer’s house until they accept the date provided for service. Thank you again and good luck in the future. Kelsa, Owner Crystaline Windows"

"Thank you for your review. We are a family owned and operated business and we are small. We cant send a sick technician to a customer’s house to perform a service. It just isn’t safe for either party. I emailed details to you during your arrival window regarding personal details about our granddaughter who was just born with a medical issue in hopes you would NOT be sympathetic but more so understanding to her need for us to be there for support. We asked, you responded making it very clear you desired a refund. I provided steps for you to get that refund immediately and still offered to come back out this week or the weekend. We asked the same of our other appointment prior and she was extremely understanding and very accommodating. We expected our granddaughter to pass her 2nd exam in time to make it to you, but she did not pass it and remains in the hospital. I absolutely appreciate all of our customers and do we do our very best to make it to every customer. But we are everyday people and are NOT exempt from everyday issues such as illness or family emergencies. I hope you can understand that we had to be there for the two of them. I’m sorry we were unable to come to a resolution. Kelsa, Owner Crystaline Windows"

"I’m sorry. This is the first I’ve heard of this. I don’t show any calls from you other than the day of your service confirming a neighbor will be there to allow entry to the property. Please give us a call or email to discuss this matter. We are more than willing to figure this out and resolve quickly. Thank you. Kelsa, Owner Crystaline Windows"

"Thank you for all of your feedback. I am so sorry for the misunderstanding. You were scheduled for an afternoon appointment via email in which no specific time frame was provided. You texted at 2:55pm the day of your appointment and I replied at 3:49 in which I explained we were finishing up and I would provide an arrival eta. I apologized for missing your text and for the delay. I expressed we intended to head your way. You indicated you were concerned about losing daylight and the ability to check the work and in turn I offered Sunday afternoon. We do have various ladders, including ladders that collapse that fit into our SUVs and pick up trucks that are not always visible to customers because they may be inside the SUV. These ladders transform to A ladders and extension ladders up to 26 feet. 3 technicians completed your house (including myself) and every window was cleaned. Regarding a discount, we waived $52 of your service initially because of the expiration of the voucher. We also did not charge an additional $1 per window (usually charged at $8 per window) due to panes) for all your French paned windows which saved you an additional $50. Your 58 Count was explained. A single window counts as one up to 12 panes. You had quite a few paned windows that were 18 panes each. Each counted as 1.5. All other windows counted as one. You will find our pricing is significantly cheaper than other companies that charge by the pane. Im glad you are happy with your Windows, and I am sorry for your other concerns. We can usually resolve issues directly with customers but it seems your complaints are more so related to a misunderstanding with your original time slot and that we did not offer more of a visible discount. Your total discount was around $100 and I really would not have felt comfortable pointing it out as we always try to keep it reasonable and consider some customers just forget about their purchase. We honestly never charge the additional cost when a coupon expires regardless of the Deal running regularly. I am really sorry we couldn’t discuss this at the time of your service. Thank you for giving us a try and I hope you will reconsider next year. Have a wonderful Christmas and New Year! Kelsa, Owner Crystaline Windows"