Kobyco Door & Window

"We replaced one special size patio door and two large windows for the Thorns on September 16th, 2013. Member called our office on September 17th and asked her sales rep what she should use to do a final cleaning on the glass. He informed her to use a Mr. Clean magic eraser, because we have found the product to be very effective at removing dirt and debri off the glass and frames. Later the same day, Mrs. Thorn called our office again to let us know that she still was having a hard time removing the marks on her glass. We set up an appointment the same day with her to look at the so called marks on the glass on September 24th. Normally we schedule a service call with 48 hours to inspect a job, but in this case, the owner wanted to see the job to make sure that there wasn't a problem with the glass. He was out of town until September 23, so the appointment was set for 9:00 AM on the 24th. We did not receive multiple calls she claims and her call was answered and set immediately. The owner arrived on the 24th to inspect the windows and patio door. The windows and doors worked properly. When she pointed out the glass she couldn't clean, the owner used a Magic Eraser in one swipe and removed the dirt with no effort and no liquid cleaner. He showed her that this was nothing but surface dirt that was easily removed with the product we recommended. He informed her that our crews remove the manufacturers stickers, but the final cleaning is up to the homeowner because "clean" glass is a relative term, depending on who is looking at the glass. We document every single phone call going out of and to our office through our carrier so we can track and evaluate our office staff and their performance, so member's claim that her calls were not returned is misleading at best. We do the same with our E mails and we show no record of ever receiving an E mail from the the members.When she called our office she commented to our office staff that our full time installation crew was pleasant and professional and that we needed to have more signage so the neighbors could see what quality work we do. Everything was working properly and the product was performing well. She states in her complaint that she paid too much for the product, but then says that she couldn't get anyone else to give her a quote. She forgot to mention that we have a lowest price guarantee in writing, based on estimates of the same quality product. In the above comments, she says that the job was well done. Her last comment about having a contractor put in writing "that they will clean windows when complete to your satisfaction" is an item that no contractor will ever agree to due to the realization, as stated before, that "clean" is a relative term that has a broad meaning to every individual. We find it amazing that, for the last thirty years, we have seen homeowners taken advantage of with shoddy products and poor installations and we have a customer that agrees that we did a great job at that, but she will give us a F rating because she could not clean her own glass. We don't know of many home owners that have their residential glass cleaned by professional glass cleaners because it is such an easy job. We will let our reputation speak for itself. Look at the other reviews here and other sites and our A+ rating elsewhere and then call us to get the names of our other thousands of residential customers and commercial jobs completed over the span of thirty years to get the real and honest overall ratings from our customers."