909 Apartments-Charles Williams Corp.

I spoke with Mr [redacted] , he was upset about his customer service and the way he was treatedI explained our policy of food replacement to himI also apologized for the service he receivedHe will be going back to our establishment where he will receive his food and a personal apology from the manager with whom he had the conflict with on that dayNote that in my conversation with Mr [redacted] , there was no mention of the manager in question trying to swing on him as mentioned in your statement I as the Area Manager for this establishment also apologize for this situation having to go this farWe are new owners of this establishment and there will be many improvements going forward.-- [redacted] Area Manager [redacted] ***Burger King Franchise

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below WE REQUESTED A REFUND OF OUR TOTAL ORDERS, AND DONT WISH TO VISIT YOUR STORE ANYMOREWE REQUESTED A REFUND OF THE TICKET # DATED 1/15/FOR $4.40, TICKET FOR $5.50, AND THE OTHER TICKETS WERE WE PURCHASED THE WHOPPERS, AND THE LAST TICKET WHERE WE BOUGHT LARGE FRIES AND LARGE DRINKS Regards, [redacted]

The electric dog fence wires are completely the responsibility of the homeowner. The are typically a small, thin wire, embeded in or just under the existing asphalt. They are not located when the Gopher locate is done, which we did. The wire typically breaks when the existing
pavement is removed. We do splice them together as a favor, but that does not come with any assurances or guaranteeThis cost is Mr*** responsibility. Thank You, Erik ***

I meet with Mrs*** at the driveway after the installation. Her expectations of the appearance of the driveway surface were not realistic. Our instructions explain about the more rocky appearance in areas that require hand raking around the edges and the seam. She felt
these areas are going to break up and fall apart. I tried to reassure that is not the case, to no avail. Our driveway comes with a year warranty, and we install around driveways per year but that didn't matter. Working with Mrs*** has been very challenging, involving screaming and threating phone calls to our office because we had to wait for the base to stabilize due to high clay subsoil. Due to the cooler weather we are waiting till we start again in May of to heat blend her areas of concern. Filing a lien is standard procedure and must be done within 120days of the last work

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
WE REQUESTED A REFUND OF OUR TOTAL ORDERS, AND DONT WISH TO VISIT  YOUR STORE ANYMORE. WE REQUESTED A REFUND OF THE TICKET # 153 DATED 1/15/16 FOR $4.40, TICKET 154 FOR $5.50, AND THE OTHER 2 TICKETS WERE WE PURCHASED THE 2 WHOPPERS, AND THE LAST TICKET WHERE WE BOUGHT  2 LARGE FRIES AND 2 LARGE DRINKS. 
Regards,
[redacted]

I spoke with Mr [redacted], he was upset about his customer service and the way he was treated. I explained our policy of food replacement to him. I also apologized for the service he received. He will be going back to our establishment where he will receive his food and a personal apology from...

the manager with whom he had the conflict with on that day. Note that in my conversation with Mr. [redacted], there was no mention of the manager in question trying to swing on him as mentioned in your statement.  I as the Area Manager for this establishment also apologize for this situation having to go this far. We are new owners of this establishment and there will be many improvements going forward.-- [redacted]Area Manager[redacted]. Burger King Franchise

Initial Business Response /* (1000, 5, 2015/07/16) */
Mr [redacted] had his warranty work scheduled once already and he did not let us come out and do the work. We have explained to him that warranty work is worked in efficently when doing other jobs nearby, and can take a little bit, but they ALWAYS...

get done. His statement about the owners response is completely false. He calls the office repeatedly and is given the same answer, that the work will get done and we will call the day before. We will get the warranty work done this summer as per the conditions of our agreement.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our so called repetitive calls: 4/9/15 at 3:30pm we left message to call us back after 3pm to tell them our apron needs to be replaced again. 4/10/15 at 7:41am Barb from ACT left message with me saying estimator will call me. 4/10/15 at 3:25pm I left message to contact me back after 3pm. 4/14/15-4/16/15 we received no call from estimator. 4/30/15 my wife called and talked to Arlene. She said she sees no written order for an estimator to call. She saw nothing under our name, not even a log of our phone calls. She did say Rod handles the warranty work and he will contact us. My wife also said that I wanted to be here to talk to the estimator when they come because of the past problems with the first replacement. 5/5/15 Rod came out to my house and left a paper in the door. He did not contact me to make sure I would be home. His statement on the bottom of the paper that was left in the door said that they would fix it when they get going this season. 5/23/15 Rod came back and looked at the previously replaced section when I was home. He said the section would be replaced ASAP because he didn't want that to be hanging over our heads and that he was going to go back to the office and write up a work order with all the specifications that needed to be done and we would be put on the schedule immediately. 6/3/15 my wife called at 7:45am to see if we were on the schedule. 6/10/15 my wife called at 8:30am and she talked to Barb or Arlene and they were just going to put us on the schedule. She said I must have been on her mind that she was just putting us on. My wife said that I wanted to be here when they come out. Barb said they don't know exactly when they will come, just when they are in the area and have time. My wife asked them to call at least two hours before they would come to make sure someone will be home. She said they would be able to call before coming. When my wife told me about the schedule I said that Rod said that someone had to be here anyways to open up the garage door for the replacement and that Rod would notify us two days in advance. Here we are on 7/23/15 with no calls/ no response/ and NO REPAIRS. This is what they call "ASAP"!? The driveway is now worse than when Rod came out on 5/20/15. Now I want the driveway replaced because I want the driveway to fully match the apron. The last time I had the warranty work done took 8 months to get the job done from the first call to when the work was completed. If it would have been completed correctly the first time we wouldn't be going through this now. That is why I insist on being here to watch the work being completed. We do now know who Dave [redacted] is who responded to this complaint, but if he would have been involved through out this process, it may have been resolved by now.
Final Business Response /* (4000, 9, 2015/08/01) */
The warranty work was completed on 7/23/15. Our staff has had to endure the rudeness of these people. There should be a service where business can complain about rude and obnoxious customers, so that we do not not have to work for people like this.

I am rejecting this response because:
Mr. [redacted] response is a little misleading.  I asked the crew to stop their work and I would call Invisible Fence to repair as soon as I heard the failure alarm go off. They said there was no need to do that, that they knew how to repair the wire because “they do it all of the time.” Contributing to the situation, they appeared in a hurry and didn’t want to wait for a professional repair which would have much less expensive for us than it was later. They may say they do the splicing “as a favor,” but I think it’s more in the interest of expediency. In retrospect, I should have demanded that the crew stop the work until the repair was made by a professional.   We appreciate you looking into this situation. For our part, we’ll raise awareness among folks with electronic fence perimeters planning driveway replacement to shut down the work when the removal phase is complete and – under no circumstances – allow the asphalt company’s crew to convince them that they are qualified to repair the boundary wiring.

Initial Business Response /* (4000, 8, 2015/11/24) */
In October of 2014 we installed a stamped concrete patio for Mr. [redacted] at his new construction home. We worked late and hard to complete the installation, and could not apply the sealer till this spring due to colder temperatures. We were...

told the job looked great and they had recieved compliments on the work. We applied the sealer in the spring, and have had just a constant string of complaints since. We have been out numerous times to resolve the complaints. The last time we fixed everything and mailed the bill, we did not hear anything for 8 weeks, so we filed a lien. So now there are 3 items of concern. I have explained to Mr. [redacted] that those three items would only take 2-3 hours of labor and minimal material, yet he feels that is worth $2,000. He complains about our communication, but it is difficult when he refuses to meet with me. We have a significant difference in the value and the validity of the repairs, why they exist, and how the events have transpired.
Initial Consumer Rebuttal /* (3000, 10, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The complaints that the owner speaks of all are issues that affect the integrity of the patio and display a lack of proper workmanship. I have never refused to meet with the owner and I can provide documentation of each instance that an email or phone call was sent and I either never received a response or the response came weeks or months later. I have emails from the owner himself apologizing for not getting back to me as well as the office person confirming my messages and emails were forwarded and received by the owner but the communication continued to be slow. The owner will not be able to provide the same documentation to show I have been slow to respond of have refused to meet with him. When the problems original showed up I asked for an in person meeting and never received a response from the owner, instead I find him one morning in my back yard without permission examining the patio. I was leaving for work and had little time to review the issues with him but did take the time to cover them with him. The crew that came out to fix those issues failed to address the issues that I spoke directly with the owner about and he had to send another crew back to try to fix those issues.
The owner reached out to me only after I said I would be contacting the Revdex.com and he said he would take $250.00 off for the issues but would not fix them. Here is a recap of the current issues:
1. Sealer was improperly applied three times and has large areas of white spots showing up.
2. Exposed Vertical sides of the patio have large areas/pockets of missing concrete.
3. There are several areas where rocks have pushed there way up though the concrete surface and have created cracks/bubbles in the surface
4. Previous attempts to fill in the above cracks/bubbles was done with colored concrete that does not match the original color.
5. The saw joint was cut in the incorrect position and a small hairline crack has now gotten larger and joined the saw joint and a large area of concrete has broken off. They have tried to patch it twice and the patch will not hold. The opposite side of the the saw joint now has a crack as well.
6. The patch done by the saw joint was done with colored concrete that does not match the original color
7. The owner filed a mechanics lien although the work has not been completed.
I would like the Revdex.com to respond directly to me on this question - If is submit additional documents and photos and this issue is not resolved to my satisfaction will those documents and photos be available to the public who search for history with the Revdex.com on this company.
I have been more than patient and have a patio that will need extensive work to be done by a qualified contractor. The owner states all of this can be done for $250.00 (I have the email from him stating so) - I know for a fact I wont be able to get a contract to even come to my home for $250.00 let alone finish he job that was not completed.
Final Business Response /* (4000, 17, 2015/12/16) */
I was out of town for 2 weeks, just got back. We have no problem coming to a fair amount, but there has been no fair counter. I had previously given an amount of $250 deduction off the balance due and explained in terms of hours of labor and material for what the remaining issues are, that more than covers. His reply was that he demands the removal of the lien and no further payment made. That was not even close to acceptable. So as of now, we are still at a stalemate.