In response to the complaint (ID of [redacted] ) submitted by [redacted] at the address of [redacted] ***, Southern Comfort Construction Inchas been in contact, via both phone and email, with [redacted] on multiple occasions and is in the process of obtaining a bulleted list of all project items that need to be completed based on the homeowner's expectationsWe are happy to continue to provide customer service to [redacted] and complete the work according to her bulleted listOnce the final bulleted list is received from [redacted] , we will review it, make arrangements for our install crew to complete the list to [redacted] 's acceptance, and finalize the project she referenced in the above complaintI would like to mention that in the compliant [redacted] mentioned that "I had this company install my laminate flooring through [redacted] and felt they did a timely and good job." However, [redacted] is now adding complaints about the flooring projectI feel that this may be a never ending complaint, however, we are here to please the customer within a timely manner according to the original project scope agreed upon in the original contractUpon receiving the bulleted list, I will notify [redacted] that we will be back in touch with her within hours to go over the list and make a plan to complete the project to her liking in a timely manner.Any questions, please feel free to call me at the officeThank you [redacted]
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 I will respond with satisfaction once the work is actually completed in timely manner to my satisfactionI provided the bullet list however the business wanted to come out and take pictures in person and go over the list which was done on 4/and was expecting in 48hours to have an action plan which I'm still awaitingI know [redacted] is new to the business to help better manage customers and hope in this process things will go better to getting the project complete versus the previous two month of empty promises getting the work complete Regards, [redacted]
I did receive the bulleted list from [redacted] I then called her to schedule a walk through to review the bulleted list with her personally and to take picturesI completed the walk through and took pictures at the set appointment date, which was April 6, at 5pmI worked around her schedule as she needed it to be after work and had previously made plans on other days offered prior to April 6thAfter the walk through, I have been diligently working with [redacted] 's request to make an action plan and also to keep her in the loop by communicating each step of the wayHer list is not a small list and there are things on the list that are actually not in the original contractI also had to coordinate the action plan with the our crews and their scheduleI have reached out to the installers, such as the plumber, painter, finishers, and etcto get the feedback I needed from them while reviewing the pictures and notes taken at the walk through on April 6thI called and spoke with [redacted] on 4/11/at 5:33pm to keep the communication flowing by letting her know where I stood with making a plan of action for her and I informed her that I have reached out to the crews and waiting to her back and I hope to get the information I needed and would call her back Wed amI continued to work with our install crews to get feedback on the information I needed, so that I could give [redacted] some feedbackI am not going to give her any information that I do not have or deliver any empty promises, but what I have done was kept the communication flowing and I called her on Wed (4/13/2016) am at 851am like I told her I would to let her know I was still working with the plumber to get the information I needed about her project and coordinate with the scheduleI had all intentions of calling her today to schedule her repairs for Monday, April 25th, however I am back to following up with you, [redacted] from the Revdex.comI am working hard to get all of her request completed as again her bulleted list was quite longer than the original contractPrior to today there has not been any mention of a repair date , only mentions of making an action plan and getting everything together for the repairs and additional work and once it was all put into place, I would call her and schedule a repair date with herAt this time, I have heard back from the plumber today 4/14/at 438pm and I have confirmed with the crews and [redacted] that we will have people out there to complete her repairs according to the original contract on Tuesday, April 26, Thank you [redacted] ###-###-####
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 First of all, he did not meet with my husband after my complaint, He called my husband and asked if I have submitted a complaint knowing full well that I hadHe asked my husband what he wanted him to doThat was stupid because I and my husband told him repeatedly what we wanted and what the problems were That was back in Sept and every time we contacted him he has given some excuse why the work had not been finishedWe were told a month ago that he reordered the upper sectionWhen he had not followed through, I decided it was time to file a complaint and possibly contact the VA Dept of LicensingI don't think it is too much to ask that the work a company does is quality workThere is no excuse for the railing at the bottom to be off centerIt is not my problem that he will need to go through a little pain to get it done rightHe needs to do whatever it takes to make it look rightHe also did not mention the side section on the bottom that is not levelAnother problem is that they want to charge a fee to put the work on my credit card That is against Visa/MasterCard rules I want what I was told I would get and I want it installed in a professional way I also want it done ASAPWinter is coming.I want what I told them that I wanted, what they said they could provide, my entire railing in Chippendale patternwhat I have not is a mix of two different railing stylesIt looks ridiculous When you hire someone to do work for you, you expect them to provide a quality product that is installed properlyHow stupid is it to say just give me Chippendale and installDon't worry about it being crooked, uneven, etcor not.I want a new bottom section that is centered like is should be It is not my fault that they measured it incorrectly and ordered to wrong section for itThey need to order the correct one, that is centered, and make sure it is installed properly meaning levelI should not have to tell them how to do their job My customers don't tell me how to do my jobThey expect me to know.I want the bottom side section to be installed but this time make sure it is levelWhen they adjust the section, they need to make certain that there are no holes showing from them changing it's position.I want them to properly install the two Chippendale sections that are at the top of the stairsIt needs to be the right size.I want them to get the stair section from another companyI was expecting total Chippendale, even the stairs and that is what the contract is forI do not want to pay for those sections that they will have to get from another dealer as it is their faultIf they knew they could not get the stair Chippendale from DPI, they should have told me before they ordered itAfter all, they had plenty of time to discuss it with me since this started in JulyThey should have given me to opportunity to decide what I wanted to doInstead, they substituted something else without telling me and I did not know they had switched on me until the day of installation when I asked [redacted] about it.When they came over to measure the railing, I was shown a picture of what they said the stairs would look itIt is shown on the website belowThe picture showed a combination of Chippendale with spindlesI did not like it but went along with it because he said this is the only way to get the Chippendale stair railingThey deceived me.I want them to make certain that the entire railing looks seamless even though the stair section will be from another dealerThey need to make sure it blendsThe caps may be different on the other one so they need to make sure the sizes match, the caps match, the color matches, etc.I do not accept substandard work, substandard products, or bate and switchThey clearly pulled bate and switch because they had plenty of time to discuss this me with or my husband.I want to be able to put the remaining balance on my credit card without a additional fee as this practice is against Visa and MasterCard rules Regards, [redacted]
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 ***,I'm not sure why in their response they advised they would complete work by April when in voicemail and verbal communication with [redacted] at Southern Comfort I was advised they would complete work by todayContractors were in the last couple of days (Tuesday and Wednesday) and I was advised work would have been done by today from [redacted] directlyWhen I got home yesterday afternoon I was left a note by the contractors that all the work was complete however they could not fix the dining room floorAll work was not complete per descriptions for the attached pictures that is still not completeI sent these pictures to [redacted] this morning in turn she has left me a voicemail (since I'm at work) that her and owner [redacted] want to set up a time to meet with me MondayShe also keeps mentioning a contract which I never saw the details of a contract from [redacted] he started writing a quote up when initially discussed details for the work to be done and was going to rewrite one in the beginning as he originally quoted kitchen and bathroom work (and I decided to only do bathroom at this time) and of course correcting the flooring installation through [redacted] All I'm asking for is the work to be done correctlyI should not have received a note from contractors work was completed when in fact they should have come in after them to ensure it was all done as all along they have not done so to this pointI don't feel it necessary to meet to go over the same list for the 3rd or 4th timeJust want the work done and monetary compensation to me there nothing to discuss to get the work done.Note: The only thing I could not attach to this response was my video of the floor in dining room still bending.Also, again I did not respond to this sooner until contractor started action they promised from this communication to Revdex.comSorry but their actions continue to disappoint and turn out the same, I was hoping for a different result this go around Regards, [redacted]
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 This is my response to the email I got this morning after I left my houseI asked for the work to be completed but they insisted on meeting first and now changing their mind again how to handle this is why I have not allowed them access to my home today as it is ever changing.here is my email response:I did not leave the key out todayIt was insisted that we meet before anything else was done so that is what we will doI was told what I was asking for was not in the contract however none was written as promised but a proposal that was without my signatureYour right this could be done by now but instead been dragged out and continue the runaround.See you Friday
Southern Comfort Construction accepts Mrs*** offer to terminate the contract, with monies owed/paid sufficient to cover expenses for material & labor for work completed, up to this point Neither party owes the other in any regard.If you need me to provide anything further to resolve this, please let me know.Southern Comfort Construction, Inc. *** ***, General Manager###-###-####
I spoke with [redacted] this am and he can have the drywall guys come over and review and discuss your project concerns with him tomorrow. Can you please leave a key so we can have access to the inside? After reviewing the job, they will complete what they can/what needs to be done that day then with the remaining concerns [redacted] will still be meeting with you on Friday(5/6) at 4:45pm. Any feedback is appreciated.This is [redacted] emailing you the drywall guy is unable to meet on Friday so I need him to meet me there this morning so I can have him inspect his work and touch it up if need be. I would like to try to see the things personally so I can bring stuff to repair during our meeting friday. I also saw the pictures and they do not always tell the story. So if I can visually set my eyes on them maybe I can repair during our meeting and drywall can be addressed today for he is not available tomorrow. I would like to get this issue resolved while I am in town.
In response to the complaint (ID of [redacted]) submitted by [redacted] at the address of 1[redacted], Southern Comfort Construction Inc. has been in contact, via both phone and email, with [redacted] on multiple occasions and is in the process of obtaining a bulleted...
list of all project items that need to be completed based on the homeowner's expectations. We are happy to continue to provide customer service to [redacted] and complete the work according to her bulleted list. Once the final bulleted list is received from [redacted], we will review it, make arrangements for our install crew to complete the list to [redacted]'s acceptance, and finalize the project she referenced in the above complaint. I would like to mention that in the compliant [redacted] mentioned that "I had this company install my laminate flooring through [redacted] and felt they did a timely and good job." However, [redacted] is now adding complaints about the flooring project. I feel that this may be a never ending complaint, however, we are here to please the customer within a timely manner according to the original project scope agreed upon in the original contract. Upon receiving the bulleted list, I will notify [redacted] that we will be back in touch with her within 48 hours to go over the list and make a plan to complete the project to her liking in a timely manner.Any questions, please feel free to call me at the office. Thank you[redacted]
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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
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.
This is my response to the email I got this morning after I left my house. I asked for the work to be completed but they insisted on meeting first and now changing their mind again how to handle this is why I have not allowed them access to my home today as it is ever changing.here is my email response:I did not leave the key out today. It was insisted that we meet before anything else was done so that is what we will do. I was told what I was asking for was not in the contract however none was written as promised but a proposal that was without my signature. Your right this could be done by now but instead been dragged out and continue the runaround.See you Friday.
This customer was referred to us by a distributor that expressed that the railing system they wanted was available in a Chippendale style stair rail section. We ordered from the distributor, received the product for the level rails and standard rails for the stairs. After our crew...
started installation of the lower level rails and the stair rails, the customer explained that they didn't want the standard stair rails. At that point, we stopped work, returned the level rails for the upper section and contacted the vendor to discuss our options. We were informed that the product was actually only available in a level rail sections. We then reached out to numerous vendors and explored all the vendors available to us to locate a stair rail in vinyl to match the desired Chippendale style. We spent many hours researching this and have come up empty-handed. We met with Mr. [redacted] last week to discuss what it was they wanted us to do and we have since re-ordered the upper rail sections, as well as the replacement of the off-centered level rail on the lower platform and those materials should be in sometime near the end of next week, beginning of the following week. Our owner, left Mr. [redacted] a message today reemphasizing that we can take care of the upper level and replacement of the lower rail, but the brickwork, tat the stair rails are never going to be the Chippendale style that the distributor initially communicated to both us and Mrs. [redacted] were available. To this point, we have reordered the rail sections that need installed or replaced, but the stair rails cannot be completed in the profile desired. Furthermore, we will need to reinspect the level rail section to determine if it is feasible to center it, as the profile selected limits the ability to cut too much off each end to obtain the desired "centered" section. Regarding additional charges, we have never stated, nor do we have intentions of charging the [redacted] any additional charges for the reordering of material, but any credits are unlikely, as the cost of material for almost any profile vinyl railing is very similar. Regarding there was initial discussion of a few areas where loose bricks might be able to be addressed, but due to the uncertainty of that, was never included in the contract the [redacted] signed. Upon conversation with Mr. [redacted] last week, he stated that he had the brickwork covered, so discussion over the brickwork should be resolved. If completion of the project is accepted by the [redacted], final and full payment will be required, per the contract signed. Otherwise, our standard cancellation protocol will be carried out, once the [redacted] follow the Cancellation Guidelines outlined in our executed and signed contract.
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.
I will respond with satisfaction once the work is actually completed in timely manner to my satisfaction. I provided the bullet list however the business wanted to come out and take pictures in person and go over the list which was done on 4/6 and was expecting in 48hours to have an action plan which I'm still awaiting. I know [redacted] is new to the business to help better manage customers and hope in this process things will go better to getting the project complete versus the previous two month of empty promises getting the work complete.
Regards,
[redacted]
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.
First of all, he did not meet with my husband after my complaint, He called my husband and asked if I have submitted a complaint knowing full well that I had. He asked my husband what he wanted him to do. That was stupid because I and my husband told him repeatedly what we wanted and what the problems were. That was back in Sept and every time we contacted him he has given some excuse why the work had not been finished. We were told a month ago that he reordered the upper section. When he had not followed through, I decided it was time to file a complaint and possibly contact the VA Dept of Licensing. I don't think it is too much to ask that the work a company does is quality work. There is no excuse for the railing at the bottom to be off center. It is not my problem that he will need to go through a little pain to get it done right. He needs to do whatever it takes to make it look right. He also did not mention the side section on the bottom that is not level. Another problem is that they want to charge a fee to put the work on my credit card. That is against Visa/MasterCard rules. I want what I was told I would get and I want it installed in a professional way I also want it done ASAP. Winter is coming.I want what I told them that I wanted, what they said they could provide, my entire railing in Chippendale pattern. what I have not is a mix of two different railing styles. It looks ridiculous. When you hire someone to do work for you, you expect them to provide a quality product that is installed properly. How stupid is it to say just give me Chippendale and install. Don't worry about it being crooked, uneven, etc. or not.I want a new bottom section that is centered like is should be. It is not my fault that they measured it incorrectly and ordered to wrong section for it. They need to order the correct one, that is centered, and make sure it is installed properly meaning level. I should not have to tell them how to do their job. My customers don't tell me how to do my job. They expect me to know.I want the bottom side section to be installed but this time make sure it is level. When they adjust the section, they need to make certain that there are no holes showing from them changing it's position.I want them to properly install the two Chippendale sections that are at the top of the stairs. It needs to be the right size.I want them to get the stair section from another company. I was expecting total Chippendale, even the stairs and that is what the contract is for. I do not want to pay for those sections that they will have to get from another dealer as it is their fault. If they knew they could not get the stair Chippendale from DPI, they should have told me before they ordered it. After all, they had plenty of time to discuss it with me since this started in July. They should have given me to opportunity to decide what I wanted to do. Instead, they substituted something else without telling me and I did not know they had switched on me until the day of installation when I asked [redacted] about it.When they came over to measure the railing, I was shown a picture of what they said the stairs would look it. It is shown on the website below. The picture showed a combination of Chippendale with spindles. I did not like it but went along with it because he said this is the only way to get the Chippendale stair railing. They deceived me.I want them to make certain that the entire railing looks seamless even though the stair section will be from another dealer. They need to make sure it blends. The caps may be different on the other one so they need to make sure the sizes match, the caps match, the color matches, etc.I do not accept substandard work, substandard products, or bate and switch. They clearly pulled bate and switch because they had plenty of time to discuss this me with or my husband.I want to be able to put the remaining balance on my credit card without a additional fee as this practice is against Visa and MasterCard rules.
Regards,
[redacted]
[redacted] stated there was nothing wrong with the flooring, an inspector came in and verified it was installed correctly. [redacted] waived the $1,400 installation fee.
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.
they did not show up instead pushing the work off once again as mentioned in email I sent to you. I don't understand as [redacted] and his contractor were to complete work not sure why one little patch on wall still needs patching holding it up. You can however I will not use them to continue work nor pay them any more money. As they yet could not put more in writing til this day. Instead had proposal with someone else's signature. I will hire someone else to complete work.
Regards,
[redacted]
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.
[redacted],I'm not sure why in their response they advised they would complete work by April 26 when in voicemail and verbal communication with [redacted] at Southern Comfort I was advised they would complete work by today. Contractors were in the last couple of days (Tuesday and Wednesday) and I was advised work would have been done by today from [redacted] directly. When I got home yesterday afternoon I was left a note by the contractors that all the work was complete however they could not fix the dining room floor. All work was not complete per descriptions for the attached pictures that is still not complete. I sent these pictures to [redacted] this morning in turn she has left me a voicemail (since I'm at work) that her and owner [redacted] want to set up a time to meet with me Monday. She also keeps mentioning a contract which I never saw the details of a contract from [redacted] he started writing a quote up when initially discussed details for the work to be done and was going to rewrite one in the beginning as he originally quoted kitchen and bathroom work (and I decided to only do bathroom at this time) and of course correcting the flooring installation through [redacted]. All I'm asking for is the work to be done correctly. I should not have received a note from contractors work was completed when in fact they should have come in after them to ensure it was all done as all along they have not done so to this point. I don't feel it necessary to meet to go over the same list for the 3rd or 4th time. Just want the work done and monetary compensation to me there nothing to discuss to get the work done.Note: The only thing I could not attach to this response was my video of the floor in dining room still bending.Also, again I did not respond to this sooner until contractor started action they promised from this communication to Revdex.com. Sorry but their actions continue to disappoint and turn out the same, I was hoping for a different result this go around.
Regards,
[redacted]
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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I did receive the bulleted list from [redacted]. I then called her to schedule a walk through to review the bulleted list with her personally and to take pictures. I completed the walk through and took pictures at the set appointment date, which was April 6, 2016 at 5pm. I worked around her schedule as she needed it to be after work and had previously made plans on other days offered prior to April 6th. After the walk through, I have been diligently working with [redacted]'s request to make an action plan and also to keep her in the loop by communicating each step of the way. Her list is not a small list and there are things on the list that are actually not in the original contract. I also had to coordinate the action plan with the our crews and their schedule. I have reached out to the installers, such as the plumber, painter, finishers, and etc. to get the feedback I needed from them while reviewing the pictures and notes taken at the walk through on April 6th. I called and spoke with [redacted] on 4/11/2016 at 5:33pm to keep the communication flowing by letting her know where I stood with making a plan of action for her and I informed her that I have reached out to the crews and waiting to her back and I hope to get the information I needed and would call her back Wed am. I continued to work with our install crews to get feedback on the information I needed, so that I could give [redacted] some feedback. I am not going to give her any information that I do not have or deliver any empty promises, but what I have done was kept the communication flowing and I called her on Wed (4/13/2016) am at 851am like I told her I would to let her know I was still working with the plumber to get the information I needed about her project and coordinate with the schedule. I had all intentions of calling her today to schedule her repairs for Monday, April 25th, however I am back to following up with you, [redacted] from the Revdex.com. I am working hard to get all of her request completed as again her bulleted list was quite longer than the original contract. Prior to today there has not been any mention of a repair date , only mentions of making an action plan and getting everything together for the repairs and additional work and once it was all put into place, I would call her and schedule a repair date with her. At this time, I have heard back from the plumber today 4/14/2016 at 438pm and I have confirmed with the crews and [redacted] that we will have people out there to complete her repairs according to the original contract on Tuesday, April 26, 2016. Thank you[redacted]###-###-####
In response to the complaint (ID of [redacted] ) submitted by [redacted] at the address of [redacted] ***, Southern Comfort Construction Inchas been in contact, via both phone and email, with [redacted] on multiple occasions and is in the process of obtaining a bulleted list of all project items that need to be completed based on the homeowner's expectationsWe are happy to continue to provide customer service to [redacted] and complete the work according to her bulleted listOnce the final bulleted list is received from [redacted] , we will review it, make arrangements for our install crew to complete the list to [redacted] 's acceptance, and finalize the project she referenced in the above complaintI would like to mention that in the compliant [redacted] mentioned that "I had this company install my laminate flooring through [redacted] and felt they did a timely and good job." However, [redacted] is now adding complaints about the flooring projectI feel that this may be a never ending complaint, however, we are here to please the customer within a timely manner according to the original project scope agreed upon in the original contractUpon receiving the bulleted list, I will notify [redacted] that we will be back in touch with her within hours to go over the list and make a plan to complete the project to her liking in a timely manner.Any questions, please feel free to call me at the officeThank you [redacted]
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 I will respond with satisfaction once the work is actually completed in timely manner to my satisfactionI provided the bullet list however the business wanted to come out and take pictures in person and go over the list which was done on 4/and was expecting in 48hours to have an action plan which I'm still awaitingI know [redacted] is new to the business to help better manage customers and hope in this process things will go better to getting the project complete versus the previous two month of empty promises getting the work complete Regards, [redacted]
I did receive the bulleted list from [redacted] I then called her to schedule a walk through to review the bulleted list with her personally and to take picturesI completed the walk through and took pictures at the set appointment date, which was April 6, at 5pmI worked around her schedule as she needed it to be after work and had previously made plans on other days offered prior to April 6thAfter the walk through, I have been diligently working with [redacted] 's request to make an action plan and also to keep her in the loop by communicating each step of the wayHer list is not a small list and there are things on the list that are actually not in the original contractI also had to coordinate the action plan with the our crews and their scheduleI have reached out to the installers, such as the plumber, painter, finishers, and etcto get the feedback I needed from them while reviewing the pictures and notes taken at the walk through on April 6thI called and spoke with [redacted] on 4/11/at 5:33pm to keep the communication flowing by letting her know where I stood with making a plan of action for her and I informed her that I have reached out to the crews and waiting to her back and I hope to get the information I needed and would call her back Wed amI continued to work with our install crews to get feedback on the information I needed, so that I could give [redacted] some feedbackI am not going to give her any information that I do not have or deliver any empty promises, but what I have done was kept the communication flowing and I called her on Wed (4/13/2016) am at 851am like I told her I would to let her know I was still working with the plumber to get the information I needed about her project and coordinate with the scheduleI had all intentions of calling her today to schedule her repairs for Monday, April 25th, however I am back to following up with you, [redacted] from the Revdex.comI am working hard to get all of her request completed as again her bulleted list was quite longer than the original contractPrior to today there has not been any mention of a repair date , only mentions of making an action plan and getting everything together for the repairs and additional work and once it was all put into place, I would call her and schedule a repair date with herAt this time, I have heard back from the plumber today 4/14/at 438pm and I have confirmed with the crews and [redacted] that we will have people out there to complete her repairs according to the original contract on Tuesday, April 26, Thank you [redacted] ###-###-####
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 First of all, he did not meet with my husband after my complaint, He called my husband and asked if I have submitted a complaint knowing full well that I hadHe asked my husband what he wanted him to doThat was stupid because I and my husband told him repeatedly what we wanted and what the problems were That was back in Sept and every time we contacted him he has given some excuse why the work had not been finishedWe were told a month ago that he reordered the upper sectionWhen he had not followed through, I decided it was time to file a complaint and possibly contact the VA Dept of LicensingI don't think it is too much to ask that the work a company does is quality workThere is no excuse for the railing at the bottom to be off centerIt is not my problem that he will need to go through a little pain to get it done rightHe needs to do whatever it takes to make it look rightHe also did not mention the side section on the bottom that is not levelAnother problem is that they want to charge a fee to put the work on my credit card That is against Visa/MasterCard rules I want what I was told I would get and I want it installed in a professional way I also want it done ASAPWinter is coming.I want what I told them that I wanted, what they said they could provide, my entire railing in Chippendale patternwhat I have not is a mix of two different railing stylesIt looks ridiculous When you hire someone to do work for you, you expect them to provide a quality product that is installed properlyHow stupid is it to say just give me Chippendale and installDon't worry about it being crooked, uneven, etcor not.I want a new bottom section that is centered like is should be It is not my fault that they measured it incorrectly and ordered to wrong section for itThey need to order the correct one, that is centered, and make sure it is installed properly meaning levelI should not have to tell them how to do their job My customers don't tell me how to do my jobThey expect me to know.I want the bottom side section to be installed but this time make sure it is levelWhen they adjust the section, they need to make certain that there are no holes showing from them changing it's position.I want them to properly install the two Chippendale sections that are at the top of the stairsIt needs to be the right size.I want them to get the stair section from another companyI was expecting total Chippendale, even the stairs and that is what the contract is forI do not want to pay for those sections that they will have to get from another dealer as it is their faultIf they knew they could not get the stair Chippendale from DPI, they should have told me before they ordered itAfter all, they had plenty of time to discuss it with me since this started in JulyThey should have given me to opportunity to decide what I wanted to doInstead, they substituted something else without telling me and I did not know they had switched on me until the day of installation when I asked [redacted] about it.When they came over to measure the railing, I was shown a picture of what they said the stairs would look itIt is shown on the website belowThe picture showed a combination of Chippendale with spindlesI did not like it but went along with it because he said this is the only way to get the Chippendale stair railingThey deceived me.I want them to make certain that the entire railing looks seamless even though the stair section will be from another dealerThey need to make sure it blendsThe caps may be different on the other one so they need to make sure the sizes match, the caps match, the color matches, etc.I do not accept substandard work, substandard products, or bate and switchThey clearly pulled bate and switch because they had plenty of time to discuss this me with or my husband.I want to be able to put the remaining balance on my credit card without a additional fee as this practice is against Visa and MasterCard rules Regards, [redacted]
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 ***,I'm not sure why in their response they advised they would complete work by April when in voicemail and verbal communication with [redacted] at Southern Comfort I was advised they would complete work by todayContractors were in the last couple of days (Tuesday and Wednesday) and I was advised work would have been done by today from [redacted] directlyWhen I got home yesterday afternoon I was left a note by the contractors that all the work was complete however they could not fix the dining room floorAll work was not complete per descriptions for the attached pictures that is still not completeI sent these pictures to [redacted] this morning in turn she has left me a voicemail (since I'm at work) that her and owner [redacted] want to set up a time to meet with me MondayShe also keeps mentioning a contract which I never saw the details of a contract from [redacted] he started writing a quote up when initially discussed details for the work to be done and was going to rewrite one in the beginning as he originally quoted kitchen and bathroom work (and I decided to only do bathroom at this time) and of course correcting the flooring installation through [redacted] All I'm asking for is the work to be done correctlyI should not have received a note from contractors work was completed when in fact they should have come in after them to ensure it was all done as all along they have not done so to this pointI don't feel it necessary to meet to go over the same list for the 3rd or 4th timeJust want the work done and monetary compensation to me there nothing to discuss to get the work done.Note: The only thing I could not attach to this response was my video of the floor in dining room still bending.Also, again I did not respond to this sooner until contractor started action they promised from this communication to Revdex.comSorry but their actions continue to disappoint and turn out the same, I was hoping for a different result this go around Regards, [redacted]
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 This is my response to the email I got this morning after I left my houseI asked for the work to be completed but they insisted on meeting first and now changing their mind again how to handle this is why I have not allowed them access to my home today as it is ever changing.here is my email response:I did not leave the key out todayIt was insisted that we meet before anything else was done so that is what we will doI was told what I was asking for was not in the contract however none was written as promised but a proposal that was without my signatureYour right this could be done by now but instead been dragged out and continue the runaround.See you Friday
Southern Comfort Construction accepts Mrs*** offer to terminate the contract, with monies owed/paid sufficient to cover expenses for material & labor for work completed, up to this point Neither party owes the other in any regard.If you need me to provide anything further to resolve this, please let me know.Southern Comfort Construction, Inc. *** ***, General Manager###-###-####
I spoke with [redacted] this am and he can have the drywall guys come over and review and discuss your project concerns with him tomorrow. Can you please leave a key so we can have access to the inside? After reviewing the job, they will complete what they can/what needs to be done that day then with the remaining concerns [redacted] will still be meeting with you on Friday(5/6) at 4:45pm. Any feedback is appreciated.This is [redacted] emailing you the drywall guy is unable to meet on Friday so I need him to meet me there this morning so I can have him inspect his work and touch it up if need be. I would like to try to see the things personally so I can bring stuff to repair during our meeting friday. I also saw the pictures and they do not always tell the story. So if I can visually set my eyes on them maybe I can repair during our meeting and drywall can be addressed today for he is not available tomorrow. I would like to get this issue resolved while I am in town.
In response to the complaint (ID of [redacted]) submitted by [redacted] at the address of 1[redacted], Southern Comfort Construction Inc. has been in contact, via both phone and email, with [redacted] on multiple occasions and is in the process of obtaining a bulleted...
list of all project items that need to be completed based on the homeowner's expectations. We are happy to continue to provide customer service to [redacted] and complete the work according to her bulleted list. Once the final bulleted list is received from [redacted], we will review it, make arrangements for our install crew to complete the list to [redacted]'s acceptance, and finalize the project she referenced in the above complaint. I would like to mention that in the compliant [redacted] mentioned that "I had this company install my laminate flooring through [redacted] and felt they did a timely and good job." However, [redacted] is now adding complaints about the flooring project. I feel that this may be a never ending complaint, however, we are here to please the customer within a timely manner according to the original project scope agreed upon in the original contract. Upon receiving the bulleted list, I will notify [redacted] that we will be back in touch with her within 48 hours to go over the list and make a plan to complete the project to her liking in a timely manner.Any questions, please feel free to call me at the office. Thank you[redacted]
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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
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.
This is my response to the email I got this morning after I left my house. I asked for the work to be completed but they insisted on meeting first and now changing their mind again how to handle this is why I have not allowed them access to my home today as it is ever changing.here is my email response:I did not leave the key out today. It was insisted that we meet before anything else was done so that is what we will do. I was told what I was asking for was not in the contract however none was written as promised but a proposal that was without my signature. Your right this could be done by now but instead been dragged out and continue the runaround.See you Friday.
This customer was referred to us by a distributor that expressed that the railing system they wanted was available in a Chippendale style stair rail section. We ordered from the distributor, received the product for the level rails and standard rails for the stairs. After our crew...
started installation of the lower level rails and the stair rails, the customer explained that they didn't want the standard stair rails. At that point, we stopped work, returned the level rails for the upper section and contacted the vendor to discuss our options. We were informed that the product was actually only available in a level rail sections. We then reached out to numerous vendors and explored all the vendors available to us to locate a stair rail in vinyl to match the desired Chippendale style. We spent many hours researching this and have come up empty-handed. We met with Mr. [redacted] last week to discuss what it was they wanted us to do and we have since re-ordered the upper rail sections, as well as the replacement of the off-centered level rail on the lower platform and those materials should be in sometime near the end of next week, beginning of the following week. Our owner, left Mr. [redacted] a message today reemphasizing that we can take care of the upper level and replacement of the lower rail, but the brickwork, tat the stair rails are never going to be the Chippendale style that the distributor initially communicated to both us and Mrs. [redacted] were available. To this point, we have reordered the rail sections that need installed or replaced, but the stair rails cannot be completed in the profile desired. Furthermore, we will need to reinspect the level rail section to determine if it is feasible to center it, as the profile selected limits the ability to cut too much off each end to obtain the desired "centered" section. Regarding additional charges, we have never stated, nor do we have intentions of charging the [redacted] any additional charges for the reordering of material, but any credits are unlikely, as the cost of material for almost any profile vinyl railing is very similar. Regarding there was initial discussion of a few areas where loose bricks might be able to be addressed, but due to the uncertainty of that, was never included in the contract the [redacted] signed. Upon conversation with Mr. [redacted] last week, he stated that he had the brickwork covered, so discussion over the brickwork should be resolved. If completion of the project is accepted by the [redacted], final and full payment will be required, per the contract signed. Otherwise, our standard cancellation protocol will be carried out, once the [redacted] follow the Cancellation Guidelines outlined in our executed and signed contract.
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.
I will respond with satisfaction once the work is actually completed in timely manner to my satisfaction. I provided the bullet list however the business wanted to come out and take pictures in person and go over the list which was done on 4/6 and was expecting in 48hours to have an action plan which I'm still awaiting. I know [redacted] is new to the business to help better manage customers and hope in this process things will go better to getting the project complete versus the previous two month of empty promises getting the work complete.
Regards,
[redacted]
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.
First of all, he did not meet with my husband after my complaint, He called my husband and asked if I have submitted a complaint knowing full well that I had. He asked my husband what he wanted him to do. That was stupid because I and my husband told him repeatedly what we wanted and what the problems were. That was back in Sept and every time we contacted him he has given some excuse why the work had not been finished. We were told a month ago that he reordered the upper section. When he had not followed through, I decided it was time to file a complaint and possibly contact the VA Dept of Licensing. I don't think it is too much to ask that the work a company does is quality work. There is no excuse for the railing at the bottom to be off center. It is not my problem that he will need to go through a little pain to get it done right. He needs to do whatever it takes to make it look right. He also did not mention the side section on the bottom that is not level. Another problem is that they want to charge a fee to put the work on my credit card. That is against Visa/MasterCard rules. I want what I was told I would get and I want it installed in a professional way I also want it done ASAP. Winter is coming.I want what I told them that I wanted, what they said they could provide, my entire railing in Chippendale pattern. what I have not is a mix of two different railing styles. It looks ridiculous. When you hire someone to do work for you, you expect them to provide a quality product that is installed properly. How stupid is it to say just give me Chippendale and install. Don't worry about it being crooked, uneven, etc. or not.I want a new bottom section that is centered like is should be. It is not my fault that they measured it incorrectly and ordered to wrong section for it. They need to order the correct one, that is centered, and make sure it is installed properly meaning level. I should not have to tell them how to do their job. My customers don't tell me how to do my job. They expect me to know.I want the bottom side section to be installed but this time make sure it is level. When they adjust the section, they need to make certain that there are no holes showing from them changing it's position.I want them to properly install the two Chippendale sections that are at the top of the stairs. It needs to be the right size.I want them to get the stair section from another company. I was expecting total Chippendale, even the stairs and that is what the contract is for. I do not want to pay for those sections that they will have to get from another dealer as it is their fault. If they knew they could not get the stair Chippendale from DPI, they should have told me before they ordered it. After all, they had plenty of time to discuss it with me since this started in July. They should have given me to opportunity to decide what I wanted to do. Instead, they substituted something else without telling me and I did not know they had switched on me until the day of installation when I asked [redacted] about it.When they came over to measure the railing, I was shown a picture of what they said the stairs would look it. It is shown on the website below. The picture showed a combination of Chippendale with spindles. I did not like it but went along with it because he said this is the only way to get the Chippendale stair railing. They deceived me.I want them to make certain that the entire railing looks seamless even though the stair section will be from another dealer. They need to make sure it blends. The caps may be different on the other one so they need to make sure the sizes match, the caps match, the color matches, etc.I do not accept substandard work, substandard products, or bate and switch. They clearly pulled bate and switch because they had plenty of time to discuss this me with or my husband.I want to be able to put the remaining balance on my credit card without a additional fee as this practice is against Visa and MasterCard rules.
Regards,
[redacted]
[redacted] stated there was nothing wrong with the flooring, an inspector came in and verified it was installed correctly. [redacted] waived the $1,400 installation fee.
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.
they did not show up instead pushing the work off once again as mentioned in email I sent to you. I don't understand as [redacted] and his contractor were to complete work not sure why one little patch on wall still needs patching holding it up. You can however I will not use them to continue work nor pay them any more money. As they yet could not put more in writing til this day. Instead had proposal with someone else's signature. I will hire someone else to complete work.
Regards,
[redacted]
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.
[redacted],I'm not sure why in their response they advised they would complete work by April 26 when in voicemail and verbal communication with [redacted] at Southern Comfort I was advised they would complete work by today. Contractors were in the last couple of days (Tuesday and Wednesday) and I was advised work would have been done by today from [redacted] directly. When I got home yesterday afternoon I was left a note by the contractors that all the work was complete however they could not fix the dining room floor. All work was not complete per descriptions for the attached pictures that is still not complete. I sent these pictures to [redacted] this morning in turn she has left me a voicemail (since I'm at work) that her and owner [redacted] want to set up a time to meet with me Monday. She also keeps mentioning a contract which I never saw the details of a contract from [redacted] he started writing a quote up when initially discussed details for the work to be done and was going to rewrite one in the beginning as he originally quoted kitchen and bathroom work (and I decided to only do bathroom at this time) and of course correcting the flooring installation through [redacted]. All I'm asking for is the work to be done correctly. I should not have received a note from contractors work was completed when in fact they should have come in after them to ensure it was all done as all along they have not done so to this point. I don't feel it necessary to meet to go over the same list for the 3rd or 4th time. Just want the work done and monetary compensation to me there nothing to discuss to get the work done.Note: The only thing I could not attach to this response was my video of the floor in dining room still bending.Also, again I did not respond to this sooner until contractor started action they promised from this communication to Revdex.com. Sorry but their actions continue to disappoint and turn out the same, I was hoping for a different result this go around.
Regards,
[redacted]
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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I did receive the bulleted list from [redacted]. I then called her to schedule a walk through to review the bulleted list with her personally and to take pictures. I completed the walk through and took pictures at the set appointment date, which was April 6, 2016 at 5pm. I worked around her schedule as she needed it to be after work and had previously made plans on other days offered prior to April 6th. After the walk through, I have been diligently working with [redacted]'s request to make an action plan and also to keep her in the loop by communicating each step of the way. Her list is not a small list and there are things on the list that are actually not in the original contract. I also had to coordinate the action plan with the our crews and their schedule. I have reached out to the installers, such as the plumber, painter, finishers, and etc. to get the feedback I needed from them while reviewing the pictures and notes taken at the walk through on April 6th. I called and spoke with [redacted] on 4/11/2016 at 5:33pm to keep the communication flowing by letting her know where I stood with making a plan of action for her and I informed her that I have reached out to the crews and waiting to her back and I hope to get the information I needed and would call her back Wed am. I continued to work with our install crews to get feedback on the information I needed, so that I could give [redacted] some feedback. I am not going to give her any information that I do not have or deliver any empty promises, but what I have done was kept the communication flowing and I called her on Wed (4/13/2016) am at 851am like I told her I would to let her know I was still working with the plumber to get the information I needed about her project and coordinate with the schedule. I had all intentions of calling her today to schedule her repairs for Monday, April 25th, however I am back to following up with you, [redacted] from the Revdex.com. I am working hard to get all of her request completed as again her bulleted list was quite longer than the original contract. Prior to today there has not been any mention of a repair date , only mentions of making an action plan and getting everything together for the repairs and additional work and once it was all put into place, I would call her and schedule a repair date with her. At this time, I have heard back from the plumber today 4/14/2016 at 438pm and I have confirmed with the crews and [redacted] that we will have people out there to complete her repairs according to the original contract on Tuesday, April 26, 2016. Thank you[redacted]###-###-####