Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me A senior BMI official has been to the home to review the complaintHe investigated and verified that the placement of the master bedroom thermostat resulted in the inefficient operation and not only authorized the relocation of my thermostat but also said he would recommend modifications to future similar designsA BMI service tech was at the home today as scheduled to complete the repair and had the issues resolvedAppreciation to Westin Homes for getting to the bottom of the issue though it took additional prompt from the Revdex.comThis solution could have been reached months earlier if Westin Homes had done similar rather than unilaterally deciding to close out a warranty order without customer satisfactionThanks to all who played a role in rectifying the issue
Good afternoon,
Good afternoon,
We have preformed inspections by our Energy Company, the fireplace distributor and Westin and the conclusion from all inspections is that the fireplace is operating at or above manufacture standards
We apologize for any inconvenience the homeowner may be
having and want her to continue to be a satisfied customer
Sent: Thursday, March 19, 9:AM To: drteam Subject: RE: #*** Good morning, The following inspections were done after the homeowner closed and requested a warranty Westin Homes has inspected the fireplace and determined that it was constructed correctly and insulated correctly *** Energy has inspected the fireplace and determined that it was constructed correctly and insulated correctly(Blower Door Test; Smoke Test) *** Fireplace Company has inspected the fireplace and determined that it was constructed correctly All action has been taken to determine that this fireplace is in good working conditions Westin Homes sincerely apologies for any inconvenienceWe strive to keep all of our homeowners satisfiedThank you
Builders mechanical went to home and balanced A/C and tested the rooms and found them to be within degrees of each otherHomeowner had it in his mind that Westin should move the thermostats to other locations before Builders mechanical evaluated the system, because one of the neighbors had there
thermostats moved but for different circumstancesBuilders mechanical advised against this but told homeowner that if they had to have it done that it would be billableWestin informed him that thermostat does not need to be moved and that we would not move them
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint We had an independent inspection done by weatside grill and fireplace and they determined that the fireplace was installed correctly but that it was not insulated around the sides, back, and top of the unit before it was enclosedThey determined that it should have be insulated this way and that it was an error on the builders part not to do so.In response to the inspections Westin talks aboutPerfection fireplace came out and determined there was no problem with the fireplace unit itself but did not comment on the builders construction of insulationWhich any report Westin has would so.*** energy as a man who had never inspected a fireplace before and said he had only ever done vents and differing temps in rooms.he said and I quote "I do not no if the temperature different coming from the fireplace is normalThat would be something a fireplace installer would have to determine."Westin employees have repeatedly said that the dreary from the fireplace was no and they have never dealt with such a problem beforeThey repeatedly said they would correct the problem but did not know what was causing it.I will attach the inspection report we have confirming the builders error in insulation when I can figure out how to do so from my iPhone
Regards,*** ***
Good morning, All warranty issues with the *** family have been resolved
We do not close any claims out with out making attempts to contact the homeowner and receive no response
Mrs*** has been informed that if she has any new issues to please fill out a claim form and turn it into us and we will address every issue
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
We have an inspection report saying that the fireplace was not insulatedWe want the draft from the fireplace fixedThey are doing an inspection of there own but we want the fireplace to not leak cold air so we can live comfortably in our home and do our energy bills will not be affected by this issueWe want the fireplace fixed
Regards,
*** ***
From: Warranty [mailto:[email protected]] Sent: Thursday, April 09, 9:AM To: drteam Subject: RE: *** All issues with this matter have been resolved *** *** Customer Service Relations Manager One Sugar Creek Center Blvd Suite Sugar Land, TX Direct: *** Fax: ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
westin has repeatedly told us that they can feel the draft and that this was not and that they were working with their corporate office to see how they could fix the problemNo one who came out could say their was not a problemEveryone said there was a problemThey all just said it was not their faultNo inspection regarding insulation was ever performedThey said they would ripe out the brick and see what was going on if they couldn't figure it outSo say there is not a problem is an outright lie and goes against everything that they have said priorIf they do not agree to fix the fireplace which is like an open window in our house we will use all legal means to resolve this matterThere response directly conflicts with the express warranties told to us by this company for the last five months.
Regards,
*** ***
From: Warranty Sent: Thursday, March 26, 2015 11:26 AM To: drteam Subject: [redacted] Good morning, below is the response to my our recent complaint. I did respond on the actual complaint notification but I always like to double check that it goes through. I also noticed there is a box that I could click that it wont go directly to the homeowner. How does that work? “Westin homes has contracted a thermal imaging company to inspect the fireplace on Friday, March 26th. The homeowner has agreed to the inspection.” [redacted] Customer Service Relations Manager One Sugar Creek Center Blvd Suite 600 Sugar Land, TX 77478 Direct: [redacted] Fax: [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
They did not call us 3 times. They called us Monday and closed out the ticket Tuesday morning. Even if that is their policy they did not follow it. Additionally not all of our claims have been completed, some of which have been on multiple warranty requests. We submitted the form to them as they required. They are intentionally trying to make our life difficult and not do warrantable repairs as a result of the Revdex.com complaint we filed. We are 10 months into our year warranty and they have never closed out warranty requests like this prior to our Revdex.com complaint. They are making up policies and then not following them in retaliation for our Revdex.com complaint and in hopes that our warranty will run out so they don't have to fix warrantable items.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. A senior BMI official has been to the home to review the complaint. He investigated and verified that the placement of the master bedroom thermostat resulted
in the inefficient operation and not only authorized the relocation of my
thermostat but also said he would recommend modifications to future similar designs. A
BMI service tech was at the home today as scheduled to complete the repair and had the
issues resolved. Appreciation to Westin Homes for getting to the bottom
of the issue though it took additional prompt from the Revdex.com. This
solution could have been reached months earlier if Westin Homes had done similar
rather than unilaterally deciding to close out a warranty order without
customer satisfaction. Thanks to all who played a role in rectifying the
issue.
We have made arrangements for a senior representative of BMI to come out and inspect his property once again to determine previous findings that the units are cooling/heating all the rooms to within 3 degrees of each other.
Good morning,
Westin homes has contracted a thermal imaging company to inspect the fireplace on Friday, March 26th. The homeowner has agreed to the inspection.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me A senior BMI official has been to the home to review the complaintHe investigated and verified that the placement of the master bedroom thermostat resulted in the inefficient operation and not only authorized the relocation of my thermostat but also said he would recommend modifications to future similar designsA BMI service tech was at the home today as scheduled to complete the repair and had the issues resolvedAppreciation to Westin Homes for getting to the bottom of the issue though it took additional prompt from the Revdex.comThis solution could have been reached months earlier if Westin Homes had done similar rather than unilaterally deciding to close out a warranty order without customer satisfactionThanks to all who played a role in rectifying the issue
Good afternoon,
Good afternoon,
We have preformed inspections by our Energy Company, the fireplace distributor and Westin and the conclusion from all inspections is that the fireplace is operating at or above manufacture standards
We apologize for any inconvenience the homeowner may be
having and want her to continue to be a satisfied customer
Sent: Thursday, March 19, 9:AM To: drteam Subject: RE: #*** Good morning, The following inspections were done after the homeowner closed and requested a warranty Westin Homes has inspected the fireplace and determined that it was constructed correctly and insulated correctly *** Energy has inspected the fireplace and determined that it was constructed correctly and insulated correctly(Blower Door Test; Smoke Test) *** Fireplace Company has inspected the fireplace and determined that it was constructed correctly All action has been taken to determine that this fireplace is in good working conditions Westin Homes sincerely apologies for any inconvenienceWe strive to keep all of our homeowners satisfiedThank you
Builders mechanical went to home and balanced A/C and tested the rooms and found them to be within degrees of each otherHomeowner had it in his mind that Westin should move the thermostats to other locations before Builders mechanical evaluated the system, because one of the neighbors had there
thermostats moved but for different circumstancesBuilders mechanical advised against this but told homeowner that if they had to have it done that it would be billableWestin informed him that thermostat does not need to be moved and that we would not move them
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint We had an independent inspection done by weatside grill and fireplace and they determined that the fireplace was installed correctly but that it was not insulated around the sides, back, and top of the unit before it was enclosedThey determined that it should have be insulated this way and that it was an error on the builders part not to do so.In response to the inspections Westin talks aboutPerfection fireplace came out and determined there was no problem with the fireplace unit itself but did not comment on the builders construction of insulationWhich any report Westin has would so.*** energy as a man who had never inspected a fireplace before and said he had only ever done vents and differing temps in rooms.he said and I quote "I do not no if the temperature different coming from the fireplace is normalThat would be something a fireplace installer would have to determine."Westin employees have repeatedly said that the dreary from the fireplace was no and they have never dealt with such a problem beforeThey repeatedly said they would correct the problem but did not know what was causing it.I will attach the inspection report we have confirming the builders error in insulation when I can figure out how to do so from my iPhone
Regards,*** ***
Good morning, All warranty issues with the *** family have been resolved
We do not close any claims out with out making attempts to contact the homeowner and receive no response
Mrs*** has been informed that if she has any new issues to please fill out a claim form and turn it into us and we will address every issue
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
We have an inspection report saying that the fireplace was not insulatedWe want the draft from the fireplace fixedThey are doing an inspection of there own but we want the fireplace to not leak cold air so we can live comfortably in our home and do our energy bills will not be affected by this issueWe want the fireplace fixed
Regards,
*** ***
From: Warranty [mailto:[email protected]] Sent: Thursday, April 09, 9:AM To: drteam Subject: RE: *** All issues with this matter have been resolved *** *** Customer Service Relations Manager One Sugar Creek Center Blvd Suite Sugar Land, TX Direct: *** Fax: ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
westin has repeatedly told us that they can feel the draft and that this was not and that they were working with their corporate office to see how they could fix the problemNo one who came out could say their was not a problemEveryone said there was a problemThey all just said it was not their faultNo inspection regarding insulation was ever performedThey said they would ripe out the brick and see what was going on if they couldn't figure it outSo say there is not a problem is an outright lie and goes against everything that they have said priorIf they do not agree to fix the fireplace which is like an open window in our house we will use all legal means to resolve this matterThere response directly conflicts with the express warranties told to us by this company for the last five months.
Regards,
*** ***
From: Warranty Sent: Thursday, March 26, 2015 11:26 AM To: drteam Subject: [redacted] Good morning, below is the response to my our recent complaint. I did respond on the actual complaint notification but I always like to double check that it goes through. I also noticed there is a box that I could click that it wont go directly to the homeowner. How does that work? “Westin homes has contracted a thermal imaging company to inspect the fireplace on Friday, March 26th. The homeowner has agreed to the inspection.” [redacted] Customer Service Relations Manager One Sugar Creek Center Blvd Suite 600 Sugar Land, TX 77478 Direct: [redacted] Fax: [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
They did not call us 3 times. They called us Monday and closed out the ticket Tuesday morning. Even if that is their policy they did not follow it. Additionally not all of our claims have been completed, some of which have been on multiple warranty requests. We submitted the form to them as they required. They are intentionally trying to make our life difficult and not do warrantable repairs as a result of the Revdex.com complaint we filed. We are 10 months into our year warranty and they have never closed out warranty requests like this prior to our Revdex.com complaint. They are making up policies and then not following them in retaliation for our Revdex.com complaint and in hopes that our warranty will run out so they don't have to fix warrantable items.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. A senior BMI official has been to the home to review the complaint. He investigated and verified that the placement of the master bedroom thermostat resulted
in the inefficient operation and not only authorized the relocation of my
thermostat but also said he would recommend modifications to future similar designs. A
BMI service tech was at the home today as scheduled to complete the repair and had the
issues resolved. Appreciation to Westin Homes for getting to the bottom
of the issue though it took additional prompt from the Revdex.com. This
solution could have been reached months earlier if Westin Homes had done similar
rather than unilaterally deciding to close out a warranty order without
customer satisfaction. Thanks to all who played a role in rectifying the
issue.
We have made arrangements for a senior representative of BMI to come out and inspect his property once again to determine previous findings that the units are cooling/heating all the rooms to within 3 degrees of each other.
Good morning,
Westin homes has contracted a thermal imaging company to inspect the fireplace on Friday, March 26th. The homeowner has agreed to the inspection.