Ab And Toms Autocare

Regarding complaint [redacted] On December 2, [redacted] entered into a contract with White Oak Construction to have gutters replaced on her home, and some gutter board replaced I have attached our two page contract, three day right to cancel, all dated and signed by Mrs [redacted] on December 2, I have also attached the Wells Fargo Sales Charge Slip (this also includes a separate right to cancel) and the Wells Fargo approval As you can see Ms [redacted] did give us the authorization to do the work on her home After the three day right to cancel had passed, we contacted Ms [redacted] (December 10, 2014) to schedule the installation At that time Ms [redacted] informed our installation manger, Paul Wilson, that she wanted to wait until March to have the work done We agreed to contact her in March after the weather broke Beginning March 1, 2015, we made several attempts to contact Ms [redacted] and were unsuccessful at reaching her On April 24, 2015, I personally sent Ms [redacted] a letter (also attached) informing her that we had the materials to install her gutters, but have not been able to reach her Upon receipt of this letter, Ms [redacted] called Paul Wilson and informed him that she never heard from us so she had another company do the work At this point I referred the situation to our company attorneyIn Ms [redacted] Complaint she said that she contacted us regarding another price for insurance and we never responded This is not true If she had contacted us regarding an insurance estimate, it would have been explained to her that she was already under contract to do the gutters, her right to cancel period had long expired and the materials had been ordered and were in to install the gutters.Ms [redacted] also mentioned the Well Fargo Credit card It is explained in the paper work that she signed, upon approval she will receive a credit card that she can use for the amount she was approved for above out requested job amount There is no fee for this card or obligation to use it.Due to the fact the Ms [redacted] was under contract with White Oak Construction, I do not feel that this warrants a complaint on our record and should be removed Sincerely,Sam L [redacted] President White Oak Construction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedWe are going to just cancel the contract with no money due
Regards,
*** ***

All off our advertising personnel are trained to be polite and courteous no matter the circumstances. Before hiring we thoroughly do a background check and drug testing to ensure we are hiring quality individuals. Every Advertising employee is trained on ethics of canvassing and
signs an agreement to abide by our guidelines. We do not intentionally knock on doors with a no soliciting sign, however, on rare occasion we may not see it until after we have knocked. I will personally research and see that the employee is critiqued and trained on handling this situation. The customers name and address will added to our do not knock list. I understand that interruptions during dinner can be inconvenient. Dinner times vary for many people from 3:pm till 9:00pm and unfortunately we have no way of knowing this. The complaint also alluded that we have been knocking on their door for the years they have lived there. We have only been canvassing the Muncie area for the last five years, so they may have us confused with other companies. We make it a point to only canvass an area once per year. So the very most we could have talked to them at their door would be five times (once per year). Again, there are many companies that use canvassing as a method of advertising and it is easy to associate all other companies with the last company that knocked on your door. Again I apologize for the inconvenience and will see that follow up training is completed and the customer is added to our "no contact" list.Sincerely,*** ***PresidentWhite Oak Construction

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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

This Customer has been placed on our do not contact list.   We will not intentionally knock on this residence again, however in the complaint the customer mentioned that we have been there three times in the last month or so.  We work our territory as to only contact individuals...

no more than twice a year, at least 6 months apart.  There are many companies out there that use this type of advertising and it is very easy to confuse companies.  We have only been working in Anderson, IN for the last 2 weeks.  I have checked our knock sheets and I show we only talked to them once, [redacted] at  [redacted] Anderson, IN.   It was marked as not interested.  This Customer also called April 16th and ask to be placed on our "do not contact list."  Which has been done.Thank you,[redacted]PresidentWhite Oak Construction

Regarding complaint [redacted] On December 2, 2014 [redacted] entered into a contract with White Oak Construction to have gutters replaced on her home, and some gutter board replaced.  I have attached our two page contract, three day right to cancel, all dated and signed by...

Mrs. [redacted] on December 2, 2014.  I have also attached the Wells Fargo Sales Charge Slip (this also includes a separate right to cancel) and the Wells Fargo approval.   As you can see Ms. [redacted] did give us the authorization to do the work on her home.  After the three day right to cancel had passed, we contacted Ms. [redacted] (December 10, 2014) to schedule the installation.  At that time Ms. [redacted] informed our installation manger, Paul Wilson, that she wanted to wait until March to have the work done.  We agreed to contact her in March after the weather broke.   Beginning March 1, 2015, we made several attempts to contact Ms. [redacted] and were unsuccessful at reaching her.  On April 24, 2015, I personally sent Ms. [redacted] a letter (also attached) informing her that we had the materials to install her gutters, but have not been able to reach her.  Upon receipt of this letter, Ms. [redacted] called Paul Wilson and informed him that she never heard from us so she had another company do the work.   At this point I referred the situation to our company attorney. In Ms.  [redacted] Complaint she said that she contacted us regarding another price for insurance and we never responded.   This is not true.  If she had contacted us regarding an insurance estimate, it would have been explained to her that she was already under contract to do the gutters, her right to cancel period had long expired and the materials had been ordered and were in to install the gutters.Ms. [redacted] also mentioned the Well Fargo Credit card.  It is explained in the paper work that she signed, upon approval she will receive a credit card that she can use for the amount she was approved for above out requested job amount.  There is no fee for this card or obligation to use it.Due to the fact the Ms. [redacted] was under contract with White Oak Construction, I do not feel that this warrants a complaint on our record and should be removed.  Sincerely,Sam L[redacted]President White Oak Construction

Upon discussing the issue with the homeowner, there was a lack of communication between our installers and the customer.  We have since been out to see the homeowner and the window in question.  The window DOES need to be replaced.  Due to the confusion and lack of communication,...

White Oak Construction will replace the eyebrow window, and have discounted the cost of the window to the customer.  The homeowner was happy and has accepted this offer.  The situation is now resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]Regards,[redacted]

I would like to first address the complaint of “waiting 13 weeks” before we started the job.  Our contract states the job will be started approximately 6 to 8 weeks of the job being ordered.  It also states that inclement weather and the ability to secure materials may delay work.  In...

the last several months, we’ve had some very wet days that have pushed back our installation times; however, upon trying to reach this customer to schedule the installation, we had to make several calls/messages that went un-returned, before finally reaching them to set the date.
 
Upon arrival, it was discovered by our installers there was ample amounts of deteriorated wood that was not noticed upon the sale.  If the gutters where attached to this wood, they would not hold the weight of the water moving through them and would fall from the house, possibly causing structural damage.
 
White Oak Construction does take responsibility for the deteriorated wood not being caught and properly discussed and priced upon the initial sale.  Due to this failure on White Oak Construction’s behalf, I am willing to do the following: replace all the deteriorated wood at no additional charge ($3300.00 value, labor and materials) in the gutter/soffit/fascia areas only, and fulfill the contract.  Or If the customer wishes to cancel the contract completely, I am also willing to let them do so at no charge.
 
I have called the customer and left two messages, to discuss these options.  Customer has not returned my calls to date.
 
 
[redacted]
President/Co-Owner
White Oak Construction

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. 
Regards,
[redacted]

Thank You for informing me of this situation.  Please understand we train all of our employees to be polite and courteous, as well to be aware of the customers needs and desires regarding the information we share.  Many times customers are under the impression we are coming out...

to give a quick estimate only.  Unfortunately when we do just that we are doing the homeowner a disservice.  There are many companies out there that claim to sell "top quality replacement windows"  some claim to have "unbeatable warranties".  Unfortunately, replacement windows are similar to gold and gold plated jewelry.  On the surface they look alike but once the surface wears off (time) you are left with either a piece of worthless tin or real gold jewelry.    The window business is similar in the fact there are many types of vinyl that when new look alike.  But when time and weather wear away on them you end up getting just what you've paid for.  We see everyday, customers replacing windows they just spent hard earned money replacing within the last few years.  In the jewelry business many people know the difference between real gold and gold plated, and it definitely reflects in the price.  In the window industry most homeowners are not educated on these facts and learn through making mistakes but buy based on price alone.  Many times they repeat these buying mistakes.  White Oak Construction tries to give the homeowner a free education on this industry so they know what questions to ask.  Everything from who can I trust,  what a good window is made of and how is it made, what do I need to know about warranties, etc.    Even if we are not the company for them, we feel a responsibility to help homeowners from making costly mistakes.  To provide this information takes time, more time than just measuring and giving a price.  I will see that we do a better job of communicating this to our appointments ahead of time.I have reached out to this Customer and left a message.  I would be willing to have my manager visit with them and give them the information on price they need.  Also due to the inconvenience, I will see that a special pricing structure is given to make up for the time we've taken from them.  Again I apologize for my staff and will see that it is corrected.Sincerely,Sam L[redacted]CO-OwnerWhite Oak Construction