Complaints

This profile includes complaints for Joyce Windows, Sunrooms & Baths's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Joyce Windows, Sunrooms & Baths

  120 Blaze Industrial Pkwy Berea, OH 44017-2930

  
• 

  Joyce Windows, Sunrooms & Baths

  838 Roper Rd Flat Rock, NC 28731

• 

  Joyce Windows, Sunrooms & Baths

  4583 Campbells Run Rd Pittsburgh, PA 15205

• 

  Joyce Windows, Sunrooms & Baths

  10345 Nations Ford Rd Ste W Charlotte, NC 28273

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid 16,000 dollars and paid for the subfloor to be replaced. They never did that even though we paid for it and now the floor below the toilet is leaking. They stated they will not be paying for this. We were told (and paid for) our subfloor to be replaced but while the person was there to do the work we were told he was unaware of that and that the subfloor was fine.
  It has been less than a month when the bottom of the toilet started leaking.
  Now your company states it is just a plumbing issue and it is not in our contract to fix.
  So now we have had a bathroom remodeled for less than a month, and have not been able to use the toilet for almost two weeks.
  We are out a pretty penny and have a toilet with duct tape over it.
  Your company has refused to take responsibility. Their lack of accountability and poor customer service are unacceptable. I trusted them for quality work, but they failed to deliver

  

  Business Response

  Date: 04/16/2025

  The Finders had a pre-existing plumbing leak around the toilet which the salesman stated would be repaired. Subfloor repair around the toilet is included in our flooring package, the customer was not charged anything additional for this. Once work began and the toilet was removed it was discovered that although the sub floor had some discoloration it was not compromised and no repair was needed. The Finders did call after the project was completed and requested a service call for a leaking toilet. We promptly sent someone out who removed the toilet to investigate the leak. It was found that the leak was due to some improper plumbing connections made below the floor. At this service, Joyce's technician removed the toilet, inspect all of the plumbing and re-install the toilet. Joyce was contracted to install a new shower, wainscotting, and new flooring. Part of performing proper flooring installation is removing and reinstalling the toilet which is also included in our flooring package. Making repairs to the plumbing system below the floor is not part of a typical flooring installation or something that was priced into the project. The leak in question is completely unrelated to any work Joyce did or was contracted to do. Additionally, the Finders were given a $250.00 discount for perceived inconvenience in time frame when in fact the project was executed within the time frame listed on their contract.

• Initial Complaint

  Date:03/20/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Taken by phone staff CM.  Consumer states the business sold him windows on Dec 21, 2024.  He gave a deposit of $2783, with check number 6475.  On 12/23 consumer called an left a message with the local salesman to cancel.  No return call was made by the salesman.  On 12/27 consumer called the business in Berea and spoke to Arlene, she assured him a check would be issued for his deposit amount.  A Mr. Elijah call on 12/27 and told him he could lower the price from $10,000 to $8500 and to think about the sale and for the consumer to let him know.  Consumer states he called Mr. Elijah back to cancel and was told he would be issued a refund.  He checked his bank statement and the check for the depoit had been cashed on the day he cancelled the order.  

  

  Business Response

  Date: 03/25/2025

  We apologize for the delay.  We never received an official cancellation notice from the customer on the sale which traditionally triggers any refund check on a canceled sale. We were under the impression earlier this year that the manager and customer were in discussions about the sale overall. For this sale, we have confirmed now that the customer would like to cancel and it is proceeding forward with the cancellation.  The check request has been submitted and sent to our accounts payable clerk and she will be sending it out shortly.  Thank you. 

• Initial Complaint

  Date:03/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau, I am writing to get an issue resolved with said company. If that can not be achieved, I would at least like to warn others to be catious purchasing from Joyce. Installation crews for new door installs are sub par. We purchased a new door along with a new screen door, almost 2 years ago. The salesman said it would be air tight, which it is not Not only does cold air come in, we get condensation. We were promised a peep hole and 2 hoses on the screen, that we did not get. We let that part go. We didnt even have the door a year. when the door came out of the wall exposing nails and wood . They fixed it, but told us they now had the cost of buying a new door, as the whole door needed replaced and was installed wrong with multiple issues. They came out a few other times, as the door sweep came loose, they fixed that after a few trips. Currently our storm door handle has not been lathching. They wont fix this without charging 170+ adding so much per hour etc. We were told we had a lifetime warranty, but obviously its different than the "lifetime warranty" that the salesman explained to get a sale. Now we find its not latching due to the door separating from the wall at the bottom. We have lived in rentals in the past with old doors and never had a door issue. The doors we replaced lasted us 20 years. All these problems with doors not even 2 years old, there are obvious installation issues. Each person would come out and say what the previous person did wrong installing the door. My mom contacted a local news channel and they recommended filing a complaint here first. With all the documentation and photos and visits over doors, the least they can do is make this right . The first Door that came apart from the wall, the next guy that ce said the nails were too small . Even our handle was upside down. With all the incompetence, i dont think we should pay for this repair.

  

  Business Response

  Date: 03/12/2025

  To whom it may concern,
  The door was purchased 3/24/22 and installed on 5/23/22.
  Yes, the Demichele’s are correct in stating that the original installer did a
  subpar job of installing the door. We recognized this and immediately ordered
  new cladding and made an appointment to perform a complete reinstall in January
  of 2023. It was realized during that appointment that we would need a complete
  new door and storm door. These items were ordered and then all new materials
  were installed by one of our senior door specialists in February of 2023. Since
  then there were some service issues with warn out door sweeps which we always
  handled promptly and at no cost to the customer. The doors themselves and the
  hardware carry lifetime material warranties from the respective manufacturers.
  Joyce provides an industry standard 2-year labor warranty. Labor warranties
  typically do not exceed 2 years in our industry due to the nature of home
  construction. The materials used in home construction can expand, contract,
  shift and settle based on season, age, and construction techniques used. We
  also have no way to know how the products are used or misused after
  installation. That being said, any product defects would be covered under the
  manufacturer’s warranty but the labor to replace those products would not be
  covered. The photos presented by the Demichele’s show wind damage to the storm
  door. There is no defect in material or labor which will result in the screws
  pulling out of the frame and bending the metal closer bracket. This can only be
  caused by the door getting caught by the wind or being physically over extended
  past the mechanical limit of the closer. Homeowners have a tendency to always
  expect the closer to pull the door closed behind them, but on windy days the
  closer is not strong enough to overcome the force of the wind. Nothing
  presented shows any defect or fault on the part of Joyce. 

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My parents put a down payment on 08/20/2024, of $3,300, on a shower install to get the process going. The shower install was a 2 day project starting on 09/19/2024 and finishing on 09/20/2024. During the install we had issues that were brought up to the contractors that they refused to fix. After the shower was completed, because the issues were not fixed, we did not pay the rest of the amount. The following day, 09/21/2024, I called and left a message with the service department. On 09/22/2024 the project manager, Dave Seman, called me and asked why we did not pay the rest of the amount. I told him there were issues with the install that we were not happy about. I told him we even took pictures. He asked me to send the pictures. I sent the pictures in an email, on 09/24/2024. See attachments. Since then my mom has left several messages with the project manager as well as the salesman, Jay Ream, with no response. IN ADDITION WE ARE REQUIRED TO PAY THE REST OF THE AMOUNT BEFORE 10 DAYS OF THE PROJECT COMPLETION BEFORE WE HAVE TO PAY A LATE FEE OF $250 OR 10% WHICH EVER IS GREATER. Which means we are running out of time before we incur late fees. This has been a very stressful situation for my 78 and 79 year old parents. They felt we were taken advantage of and treated differently because they are foreigners. It is not right to pay a lot of money and not get what we want as well as good quality work. And they feel they are not responding to force us to pay the remaining amount. We are asking for the BBB help with this situation. Thank you

  

  Business Response

  Date: 10/28/2024

  Good afternoon,

  After reviewing the photos with our team, there appeared to be some confusion between the customer and our team.  We decided to called the customer directly to go through each item of their concerns.  And after a follow up visit which including adjusting the shower door, we believe the bathroom project in question has been completed to the customer's satisfaction. We have addressed all issues brought to our attention during and after the installation process. We take pride in standing behind our products and services, ensuring that any concerns are promptly resolved.
  
  Thank you for allowing us to resolve this matter directly.

• Initial Complaint

  Date:08/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  *** ********
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 08/08/2024

  The process of getting HOA and/or permit approvals begins with having drawings made of the project. You cannot present an idea to a Homeowners Association, they all require certain documentation, primarily drawings of what the finished project will look like.

  
  Putting a deposit down on a project is standard practice in our industry. Our contracts clearly state that if HOA or Permit approvals are denied the customer will be refunded their deposit less costs incurred (see highlighted area of attached contract) *** ******** claims she was promised a full refund, which is not our policy. We also have our customers’ initial the contract stating that no oral promises were made outside of what was written in the contract (see highlighted area of the attached contract). As a company we have no way of knowing what the various HOA’s will approve or deny, and cannot absorb the costs associated with getting these projects to the HOA approval stage.
  It is our position that nothing transpired on *** ********** project outside of what was agreed upon in her written contract.  

  Thank you. 

  Customer Answer

  Date: 08/21/2024

  On May 8 2024 ****** **** sales manager,  give us a price for the porch that I wanted. After all the details were given to my husband and I. He then give us the price and the amout of the deposit that we needed to put down. We did inform him that we needed to have our HOA to be approved and then he stated that nothing would start until everything was approved. I asked him if I could see if HOA would be approved first then the finance part and he had us do the finance part first.Due to he needed that first. so we were approved. And he still would not let me see if I could HOA second before I gave him the check. Then again I asked if he was sure if I put down the deposit that I would get a full refund on my deposit and only the processing fee would not be returnd he stated yes it would. I would of never given him that check if he would of stated other wise.. Thank You

  *** ********

• Initial Complaint

  Date:07/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  I would like to thank JFD for responding to my complaint. The company’s response suggests that the
  lateral separation of the front edges of the overlapping top DeckSeal SA SBS Cap and the bottom
  DeckSeal SA Base/Ply roofing pieces is due to difficulty in precisely aligning their edges during
  installation. This would imply that the width of the separation would be constant along the cut length.
  According to the manufacturer’s instructions, there is a 6” overlap layer between the top DeckSeal SA
  SBS Cap and the bottom DeckSeal SA Base/Ply roofing pieces at the front edges. Their YouTube
  demonstration reveals that the alignment of the front edges is fairly straightforward for any skilled
  workmen to execute. Looking at the other joints on the roof, I don’t see any separation as yet.
  Therefore, I believe the edges of roofing pieces were properly laid out at the time of installation. In our
  case, the photos show that the width of the separated pieces at one end is much wider than at the
  opposite end thereby indicating a sliding displacement between the top DeckSeal SA SBS Cap piece and
  the bottom DeckSeal SA Base/Ply roofing piece. As noted earlier, a misaligned edge would show a
  constant separated width along the length of the two roofing pieces. Also, there should be similar
  separation issues in other areas of the roof. We don’t see any. I believe that the two pieces had not
  bonded properly at the time of installation thereby leading to a sliding displacement under severe
  weather conditions. In future, a strong wind can peel off the Deck Seal Cap and blow it off. If this
  happens after the 2-year labor warranty period is over, we would have to bear the full cost of labor.
  Also, the manufacturer only provides a full warranty for one year. Therefore, it is imperative that JFD
  rectify the problem while the labor and material warranty are still active.

  
  Best regards,
  *** ***

  orry about since the roof was not leaking. He also commented that the company normally does not install the blacktop roof over their standard roof, which I understood to mean that the company did not have the experience to install this type of roof. However, I note that JFD offers the blacktop roof as an optional product at additional cost. I am disappointed with JFD’s unsatisfactory response. Their unwillingness to correct a problem due to their poor workmanship is unacceptable. JFD has a responsibility to fix the problem at their cost due to the defective blacktop roof installation. Since it is less than a year since the roof was installed, we are requesting that the company stand by their workmanship and correct the problem to our satisfaction as a reputable business.

  

  Business Response

  Date: 08/08/2024

  Dear ***,

  This is rolled roofing on a patio cover. The overlapping seam on the rolled roofing (over top of the attached underlayment seal) was not lined up precisely perfect when it was applied (and is difficult to do given the nature of the product being aggressively adherent and sloped). The black that you see is the seal strip from the top most of two layers of roofing.. What was actually said to the customer was that the patio cover roof itself was a self-contained and self-sufficient roof, and that he had a warrantied two-ply roofing product overlay on top of that. What you can see is the underlayment seal, which has a three inch seal strip. There is a small section approximately 20 inches long by up to a 1 inch wide section where you can see the seal layer beneath, as the adhesive grabbed on at that point. Rather than re-apply, the installers ensured that it had properly adhered, sealed and finished the project. Over the course of the first month or so, the gap the showed the seal strip grew slightly as the product cured and sealed itself to the roof as well as natural expansion and contraction in building materials.

  There is no deficiency to be corrected, and there are no leaks. The product continues to have an active warranty and we will continue to provide this warranty as promised.  

• Initial Complaint

  Date:06/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  Thank you for your prompt response and for initiating the process to address my complaint against Joyce Factory Direct. I appreciate your efforts in facilitating a resolution.
  
  
  I am writing to emphasize the severity and broader implications of my experience with Joyce Factory Direct, which points to systemic issues within the company’s business practices.
  
  
  Firstly, despite my timely cancellation of the contract within the stipulated three-day period, it required over 20 calls to receive an update on my refund. This lack of responsiveness and clear communication is unacceptable and indicative of severe deficiencies in their customer service processes and how the company operates.
  
  
  Moreover, the terms and conditions set by Joyce Factory Direct contract are blatantly skewed to protect the company at the expense of the consumer. When I engaged with Alijah, a production manager, about potentially changing the terms, his delayed response would have pushed me outside the three-day cancellation safeguard, which is both manipulative and unfair. After multiple persistent calls, ****** finally admitted that he couldn't make changes to the contract, as it was a direct order from the legal team.
  
  
  It is also deeply troubling that a sales associate was terminated due to this situation. This suggests a significant failure in the company’s internal processes and training programs. Instead of addressing core issues and providing adequate training, Joyce Factory Direct has chosen to place blame on individuals, a move that reflects poorly on their business ethics and values.
  
  
  While I have finally received confirmation that my refund check is on its way, it is imperative to note that firing employees rather than addressing fundamental issues is not a strategic move by any competent business owner or operator. This approach fails to tackle the root causes of customer dissatisfaction and undermines the integrity of the company.
  
  
  Based on my experience, I strongly recommend the following improvements for Joyce Factory Direct:
  
  
  1. Customer Service Training: Implement comprehensive training programs to ensure all customer service representatives are equipped to handle inquiries professionally and efficiently.
  
  2. Communication Protocols: Establish clear communication protocols to provide timely and transparent updates to customers, particularly concerning contract cancellations and refunds.
  
  3. Review of Terms and Conditions: Re-evaluate the terms and conditions to ensure they are fair and transparent, providing equal protection for both the company and the consumer.
  
  4. Ethical Practices: Foster a corporate culture that prioritizes ethical practices and customer satisfaction, ensuring all employees are aligned with these values.
  
  
  Once I receive my refund, this inquiry can be closed. However, it is crucial that Joyce Factory Direct addresses these core issues to prevent similar incidents in the future and to ensure a fair and respectful treatment of all customers and their own employees. 
  
  
  Thank you for your continued assistance in this matter.
  
  
  Sincerely,  
  ***** *******
  
  
  
  
  
  
   eposit. It is clear that the team did not want to agree to the terms we proposed, and now they are withholding my money despite my rightful and timely cancellation.
  
  The deposit amount has already been withdrawn from my account, and the delay in processing my refund is unacceptable. I demand an immediate resolution to this issue and a full refund of my deposit.
  
  Joyce Factory Direct’s behavior is not only unprofessional but also borders on unethical. I am seeking your urgent assistance in ensuring that my deposit is refunded promptly and that this company's practices are scrutinized to prevent future consumers from facing similar issues.
  
  Thank you for your prompt attention to this serious matter.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 07/11/2024

  Dear *** ********

  We apologize for the behavior of your sales associate and also wanted to let you know that he is no longer part of our team.  This behavior is not acceptable and not how we treat our customers (and have treated them for over 68 years in being in business).  I'm assuming that our customer service team was not fully aware of the situation due to the sales associate also.  Your refund check went out in the next check batch and was mailed last week.  Sorry again for your inconvenience.  We'd love the opportunity to have a second chance in the future to earn your business and know that it'd be a much better customer experience than what you had with your sales associate. 

  Thank you. 

  

  Business Response

  Date: 07/11/2024

  *** ********

  We appreciate you taking the time to make the recommendations and these will be reviewed.  But, we know that this was a rare scenario as we provide great customer experiences to thousands of customers every year in multiple areas for multiple markets.  We are not perfect but mistakes were made by the sales associate and others.  The mistakes have been identified and addressed.  And, you made an assumption that the sales associate was terminated which was not the case.  The sales associate resigned due to the fact that they were not in alignment with management and company core sales processes and procedures.  Weeks later, the sales associate did ask for his job back which due to our core values, feedback from you and other customers, and performance it was determined that it was not in the company's (also more importantly in our customers') best interest to have this person rejoin the sales team or the company for that matter.

  Again, we highly value your time and feedback and will definitely review your recommendations and implement what we can.  We have a stringent hiring process which was not well followed unfortunately here which resulted in a poor sales experience. 

  Thank you again and have a nice day. 

• Initial Complaint

  Date:04/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contact signed on 3.28
  24. Tub to shower conversion. Included in.the contract the vanity would be removed and destroyed by the company. Also, the complete floor would be redone so the vanity was assured to be removed and the new vanity I would purchase would be placed in the bathroom but not connected. Another gentleman picked up the deposit and another gentleman measured the bathroom. I called several times on April 26, ****** called and said they do not remove vanity and that salesmen has been lying causing problems with other customers that is why they fired him. He said he would look into giving me a credit but a refund for my deposit was not an option even though it is in the contract. I also have the number of the original salesperson

  

  Business Response

  Date: 05/14/2024

  We are a little unclear on what the actual complaint is. The contract says that we are remove and reinstall the vanity (image attached from the contract, "****** * * * included").

  There is also a claim you were told that we do not install new vanities, which is also accurate unless specifically stated or included. We have reviewed your calls with our staff here at Joyce and never was there any mention of anything contradictory to what is outlined in the contract nor was there any mention of a salesman being fired for lying.  The salesman was not fired, he resigned to take a new job at another company.  We would be more than happy to help resolve any misunderstandings and make sure you are getting exactly what you have paid for.  Please feel free to reach out to our VP of Operations directly at ************* 

• Initial Complaint

  Date:04/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ******
  
  
  
  
  ill waiting on a call. All we want is the $5925 that is due us. All we are getting is a runaround

  

  Business Response

  Date: 04/24/2024

  *** *******

  We apologize and this was an oversight by an employee and it mistakenly did not follow the check writing process.  Today was the first day that our management team was aware of the issue, and upon learning of it a check was added to this week's check sequence and the check was sent out today.  

  We again apologize for the inconvenience and not the type of customer experience that we want customers to have.