Carpet Mechanics

Initial Business Response /* (1000, 22, 2017/01/10) */
[redacted]Document Attached[redacted]
Mr [redacted] purchased a "Groupon" via the internet for a oil change and tire rotation, Since his home/mailing address is approx 40 miles or a 1hr dive away this is the first time we seen him as a customer. The service...

date was 11/9/2016 (See attachment) the year and make of the truck is a 1997 f150 with at that time XXXXXX miles with a 4.6L engine. As you will see in the pictures uploaded this is a 19 year old vehicle. during the oil change service we noticed several item that needed attention and approached Mr [redacted] to dicuss amog with the items that needed attention right away. (See attachemt) Mr [redacted] states that "there was nothing wrong with the fuel filter or line" is incorrect. in fact there was signs of fuel leaking from the fuel filter/line for some time as you will be able to see by the under truck photos.
This type of fuel filter is a (spring clamp) type, inserting the tool to remove the filter from the line actually pulled the metal inlet away from the base of the fuel filter . ( by looking at the filter pictures its very clear it has been SEVERAL years without maintenance). In addition, the end of the fuel filter was rusted inside the fuel line fitting causing the inside o-rings and plastic bushings to fall apart. We approached Mr [redacted] and explained the issue and being that the truck was in the stat that it was in underneath the only way to repair it was a OEM fuel line. It was also COMPLETELY explained at that time that is was a direct result of lack of maintenance . The check engine lite was on, The air filter was in need of changing,Driver side window did not go down all the way, transmission pan gasket was leaking badly and the rear diff cover leaking was the items that was listed on his invoice among the several other things we brought to his attention. We prepared an estimate for repair and offered to give a ride home ( of which he did accept ) The Manger on staff drove Mr [redacted] to his home 1hr away all along the way having general conversation with no mention of his unsatisfactory experience. in fact he thanked the driver for giving him a ride home so far away.
In contacting Mr [redacted] the next day I ( [redacted] did in-fact inform him that " there was nothing we could do because the truck was old" but it WAS NOT because of age it was a direct result of lack of maintenance and this type of thing is common. I also reminded Mr [redacted] that the fuel filter was /has been ready to completely fail for some time . In a effort of "goodwill" we refunded the rest of the package that was bought from Groupon even though for any and all refunds you HAVE to go through the Groupon website as we actully pay for the coupon service . I [redacted] even offered to tow (at my expense) the truck to his house wich he declined. In a effort to help protect My company from baseless claims we then took several pictures of the item in question and the underneath of the truck. We have been in business for over 15 years and have learned that sometimes conversations and extending goodwill isn't enough.
Over View of facts
-19 year old truck
-home address is 38 miles away.
-1st time customer.
-approved the repair before any work was done. ( as stated by him)
- refunding customer rest of unused package at direct cost to company ( See Groupon refund policies)

Initial Business Response /* (1000, 15, 2015/12/11) */
Dear interested and involved parties regarding case XXXXXX-above ground concrete safe room, [redacted], customer.

I have been on touch with [redacted] regarding the leak problem for a couple of months now. I did explain to her that...

since this is not an emergency situation regarding safety issues with the shelter, we normally take care of leak issues as time permits. And I did tell her this situation will be taken care of, I just wasn't sure when. In the meantime, [redacted] was up at her residence about 4-6 weeks ago or so and took some pictures so we could determine what to expect. Prior to that, our installer, [redacted] was there and resealed around the entire base of the unit 6-8 months ago after a contact with [redacted]. I believe the shelter was installed about a year and a half ago. [redacted] was on his way to Kansas City last Friday and decided at the last minute to try and stop by and visit with her, but the gate was locked.

It has been our plan to retrieve the shelter so we can bring it to our facility and resolve the issues. That is still our plan. Our crane truck, which we have to use to move this shelter, was in an accident months ago (May) and we just again got it out of the shop again on Monday the 23rd of November after being there for another 9 days. We hope it is finally fixed for good. Since the shelter is so heavy, using this truck is the only way to move it.

So to summarize, we have responded to her problem, and more than once. We will do everything we can to fix the issue. Once the shelter is repaired, we will wait for warmer weather to set and reseal the shelter, as the slab it is set on must be at least 40 degrees F and dry for the sealant to set up properly around the base. Our customer is and has been aware that we are fully aware of the problem and that we intend to fix it. She is slightly impatient and doesn't seem to understand that most of the last several months we have been without a truck to come move it back to our facility.

It is very unfortunate we could not get this picked up sooner. This truck issue has cause many headaches and delays. We are STILL trying to get shelters set that were ordered early this summer!

We are facing heavy rain again this weekend and will be in touch with Nancy when we feel the ground is dry enough to pick up the shelter and not leave large ruts. She is a very nice person and I personally regret that this has taken this long, but sometimes things happen beyond our control.

Sincerely,

[redacted], Founder
Missouri Storm Shelters, Inc.
1839 N. Commerce Drive
Nixa Mo XXXXX
Initial Consumer Rebuttal /* (3000, 17, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When [redacted] came and took pictures and video of my storm shelter, he told me they were taking pictures and video to send to the company who made the storm shelter to see about them replacing shelter.
Never at anytime during my correspondence with Missouri Storm Shelter, was it ever mentioned that they were planning on coming and taking my shelter for repair. Why would I allow them to take my storm shelter without a replacement, or given the time lapse existing from original contact with them concerning problem till the present with no solution?
I had emailed Missouri Storm Shelters on November 5, 2015 regarding [redacted] visit when he took pictures and video of my storm shelter and requested the name and contact information of the storm shelter builder. At that time, and after that email, Missouri Storm Shelters no longer responded and there has been no communication from that time until a copy of the response email of November 25, 2015 by [redacted] to the Revdex.com was received by me.
I'm sure that [redacted] is very busy and, consequently, it may be the reason for his inaccuracy in his response to my complaint.
Shortly after the installation of my storm shelter, I injured my knee by stepping up on the foundation to enter my storm shelter. I emailed Missouri Storm Shelter with the suggestion that they might consider adding a step when the foundation is poured and the foundation is too high to safely gain entrance to a shelter. [redacted] did have [redacted] bring by stepping stones for easier access to my storm shelter which was greatly appreciated. I might add that the injury to my knee took approximately three months to heal and I did not seek any relief from this incident.
[redacted] did not come and reseal around the base of my storm shelter. The only time [redacted] was here was at the time of installation and the time he brought by the stepping stones as explained in the above paragraph.
On the date that [redacted] states that [redacted] stopped by my residence and the gate was locked, was one of the few times that my gate was not locked. Besides, why would he not call prior to arrival because the previous two times he was here he knew I had the gate locked and he called both times before arrival.
I don't know if there is a need, but I do have a neighbor that says he has a camera stationed to where it picks up arrivals and departures of vehicles.
I believe that the emails that I have and will send to you at your request will verify my complaint against Missouri Storm Shelters. It is now six months since my initial contact with Missouri Storm Shelter concerning this problem and the problem still exists.
In addition to my storm shelter leaking, there is also a danger of someone being electrocuted or receiving electric shock because I had my storm shelter wired after installation of shelter.
I can see no alternative except for replacement of my storm shelter. I purchased my storm shelter in good faith and would have never expected to be going through this ordeal. I would for sure not have purchased a storm shelter from Missouri Storm Shelters if I had known of their procrastination and, seemly, inability to resolve issues arising from their products.
[redacted]@gmail.com



Final Business Response /* (4000, 23, 2015/12/28) */
Regarding the [redacted] complaint #XXXXXX, she wants a brand new shelter so I will have one built for her and we will install it. I have not ok'd this with the manufacturer, as they would want us first to attempt to remove, inspect, repair and reinstall the shelter, which is what I would prefer. [redacted] insists on a new shelter and is making a big deal about this and does not want us to follow this procedure.

These will be the terms:

We will replace the shelter, a duplicate of what she has now, at no charge, including installation of the new shelter and removal of the current shelter from her property.

Missouri Storm Shelters will NOT be responsible for water runoff coming down the hill behind her shelter and overflowing onto her concrete slab and we will NOT be responsible for any future leakage caused by this occurring.

We will NOT provide any additional free concrete blocks or free delivery used as a step up onto her concrete slab on which the shelter rests and is anchored.
This was originally done at no charge as a courtesy to her when [redacted] resealed her shelter on 2 of the six foot sides. She denies this resealing being done.

We will NOT be responsible for the electrical outlet being disconnected from her shelter prior to the new installation will not be responsible for hooking it back up.

Although the shelter repels water and we make a best effort to keep water out of the shelter, it is an above ground shelter and some moisture may occur due to condensation especially in the Spring and Fall with extreme temperature changes. This is sometimes improperly confused as a leak which it is not. The shelter is NOT air tight. A blinding heavy wind driven sideways severe rain storm can sometimes cause a small amount of moisture to enter the shelter through the door area and air vents. This will cause no harm to the shelter or its occupants and will evaporate quickly simply by airing out the shelter.

A flood and any leakage it may cause will not be covered by the warranty.

New shelter will be installed sometime late winter early spring, as the weather conditions including temperature, moisture and possible wet ground will be a determining factor.

Any service calls will be [redacted] per hour from the time our technician leaves our facility to the time of their return.

Her shelter in the meantime is a perfectly safe structure and will protect her from storms just fine.

We have been installing these exact concrete shelters for 9 years and have NEVER had a situation such as this claimed by [redacted] nor have we ever had to replace one.

They are, after all, a storm shelter specifically designed to save lives and not a room addition to a house or a shed or which are designed to add room and comfort.

[redacted], Founder
Missouri Storm Shelters, Inc.
1839 N. Commerce Drive
Nixa Mo XXXXX
XXX-XXX-XXXX
XXX-XXX-XXXX Fax
Final Consumer Response /* (4200, 25, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not accept any terms or conditions that are not in line with terms and conditions pursuant with other customers of Missouri Storm Shelters Inc.
[redacted] knows the water leakage in my storm shelter is not from any water runoff from the slope (not a hill) behind my storm shelter. He should have pictures and video or copies of same that were taken by his employee, [redacted] that verify my statement. The concrete foundation is two inches above ground at the back of my storm shelter and is ten inches above ground at the front of my storm shelter so runoff entering my storm shelter is not possible or probable.
As for delivery of the three concrete blocks, there was no special trip made for delivery. [redacted] and [redacted] called and stopped by on the way from another job in Lees Summit, Missouri.
The disconnect and installation of wiring, outlets,
etc. should not be a charge to me. I will do the courtesy of contacting the electrician I used and see if he is interested in doing the job if Missouri Storm Shelters, Inc would so desire. but I will not pay twice for wiring, etc. from a problem that has arisen through no fault of mine.
I have no intention or plans to be calling Missouri Storm Shelters, Inc for service at this time unless it is in regard to a faulty shelter or a work related incident. To state that service calls will be [redacted] per hour from leaving the Missouri Storm Shelter facility to the return to said facility is both incomprehensible and unacceptable.
I'm quite sure there is not a court in the land that would not call this discrimination and also seems to be quite an unprofessional approach to an amiable solution and resolution to the problem existing.
[redacted]'s comment about not having problems or replacing concrete structures is in direct contradiction to his supposed procedure with the manufacturer of my storm shelter and also his employee, [redacted] statement to me. [redacted] stated that Missouri Storm Shelters was no longer selling concrete structures because of problems with them. Whether this is true or not, I do not know. I only know what I was told. I had checked online previously and I saw no concrete shelters showing on Missouri Storm Shelters' website but now concrete shelters are back on their website.
In conclusion, I will accept the replacement and removal of my storm shelter, but I will not accept any of the other terms and/or conditions listed in the Missouri Storm Shelters Inc. response of December 28,2015 regarding Revdex.com Case #XXXXXX.
Furthermore, any damage to my land or property during replacement and removal of my storm shelter is to be fully compensated for by Missouri Storm Shelters, Inc.
[redacted] needs to man up and admit that I am in possession of a faulty storm shelter and get the problem taken care of and to quit coming up with ridiculous excuses for the water leakage in my storm shelter and cease his vitriolic writing. I am the injured party, not Missouri Storm Shelters, Inc. I seriously doubt that [redacted] would reply to the male gender or one of his business customers that they service in the manner he has approached and taken towards me.
[redacted] L [redacted]@gmail.com