As everyone is aware there is always two sides to every story. Torwin was very accommodating to your needs and we did our very best to expedite the situation because of the sensitive nature of your situation-the break in. When we called you to schedule your installation, which we coordinated to have your product done RUSH with the manufacturer because of the break in, you told us you were going away on vacation and would not be back for the week we wanted to install. We then had your door installation scheduled for the day after you got back from your vacation. We made you aware that although your front door would be installed that day, we unfortunately could not have your storm door installed the same day and our installer would have to come back, at which time you opted to wait and have everything done at once and that would be at a later date. At the top of your contract the lead-time, which is in writing, states 5-8 weeks, not 4 weeks. Whenever we do an installation, we tell the homeowner that we will be there between 8-10 am. We give the homeowner a window of time just to ensure that: a) they know what time to expect us b) we give our installer’s enough time to get there with traffic or weather conditions. This does not mean that the job will take 2 hours by any means. The work you had done was done with a high of craftsmanship and quality by a certified carpenter. By attempting to finish the job in one day or into the evening, by which time it was extremely dark, for the sake of “respecting your time” may have affected the overall outcome and aesthetic appeal of your door, which Torwin would not sacrifice for the sake of finishing in 5 hours. Most homeowners are relieved to know that they are dealing a company like this. As well, we understand that you had to make arrangements to work from home, however many homeowners trust us to be there without supervision. We almost always have the homeowner’s keys and are there without them home. Many homeowners do not take time off work for us to be there. We are a company that does not sacrifice quality for time. We did forget the deadbolt on the storm door upon the order, which we apologized for. This was easily corrected as we picked one up the next day and rectified the situation ASAP. You mentioned that we were not respectful of your time, but we did have you into the office on two occasions, for two separate meetings, that we arranged around your schedule, which ultimately took time away from sales meetings. We are a company that has been in business for 22 years and never, in all our years of business, have we had such a hard time with a consumer. By no means do we blame you, but the miscommunication on both ends, created the situation we are faced with now with your quite unfair review of our company. We pride ourselves on having premium products and excellent service. We were extremely accommodating with your situation, including your payment method, which we were truly over understanding about and do not regularly do for our customers. Please feel free to contact us. We would be open to discussing this with you further, as we do not want your Torwin experience to be in any way negative.
