Good Morning, This email is in response to the above mentioned complaint about Mr [redacted] ***'s house landscaping issueThe landscaping of Mr [redacted] house was damaged during the construction of the house beside it It was assured then that the corrections will be made in summer which was agreed upon by both the parties due to seasonal concernsIn summers during the grading and landscaping of the house built by Active Homes, our landscaper fixed all the deficiencies caused by Active Homes during the constructionI have attached the picture for referenceOur warranty service person and site supervisor went to site and they took pictures which shows the dead sod has been replaced by Active Homes sub-contractorAs per our warranty person, Mr [redacted] refused to sign on the document stating we have corrected the deficiencies as he wants Active Homes to redo the whole house landscapingBut as per our service warranty manager, we cannot redo the whole house or the damage which was not even caused by the Active HomesPlease adviceThank you [redacted] ***
Initial Business Response /* (1000, 11, 2014/11/04) */
In regarding to this complaint, we have tried to contact this client couple times, so we could fix his fence in the condition it was, but we were unable as no body was homeOur construction supervisor left his card in his mail box along
with the message that we would like to repair their fenceWe were unable to repair earlier as the work was still going on the other side & our construction supervisor had explained him that as soon as bobcat work is done for our house we would repair his fence in the same original conditionWe will try to contact the client again as soon as we can do we can repair his fence
Initial Consumer Rebuttal /* (3000, 13, 2014/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate their response finally however, active homes did not return my calls or try to contact me until the receipt of this complaint (months later) I did receive a card in my door and contacted site supervisor *** ***He said he would come by in hours, however never showed up and never called backI will attempt to reschedule with him
Final Consumer Response /* (3000, 29, 2015/06/22) */
I was advised to contact you if the company did not follow through on fixing my fence as they said they would once the snow was meltedUnfortunately this is the caseThe representative of active homes that I have a contact number for (*** ***) scheduled appointments with me which he did not show up for or contact meOn the 4th appointment someone came and screw a few boards back into place however failed to replace the clearly broken post
The representative apparently did not notice this and said he would be back to fix itHe has since scheduled appointments and failed to show up or contact me
Final Business Response /* (4000, 33, 2015/07/09) */
Good Evening Sir/Madam,
This response is in regards to above mentioned complaintOur company has fixed all the damages on the consumer's propertyOnly paint touch up is left which will be scheduled and completed as soon as possibleOur administration department has called the consumer and consumer has confirmed that everything is fixed except the paint and it is all goodThank you
Initial Business Response /* (1000, 14, 2014/04/24) */
RE: Revdex.com Complaint Case# *** (Ref#XX-XXXXXX-XXXXXXX-XX-XXX)
All issues that were involved in the transition of our previous Sales Manager were resolvedBecause nothing was written down it is normally our policy to follow the
contract as it is writtenHowever, upon consultation with our current Sales Manager, we gave the Client the benefit of the doubt and settled in his favor regarding the kitchen island changes and monetary reimbursement of lawyer's feesWe consider this matter closed
The Client had previously contacted our sales staff regarding trades using his power (text messages and phone call, Feb 21)His complaint was with *** *** Our staff told him at that point that the company was not employed as our tradespersons, and that we were doing no excavating or backfilling in the area at that timeHe contacted our staff at least three times that same day in regards to *** *** each time he was told that we were not excavating in the area and to contact *** *** directly
To the best of our knowledge the only tradespersons employed by our company that used his utilities was the eavestroughing company on March 3rd for about minutes to run the eavestrough machineOur Sales Manager did go out to immediately to speak with the tradesmen when she received the Client's phone call that eveningThe workers were very apologetic and said that they were given some incorrect information about the home they were working in not having powerThey had already disconnected their cords when our Sales Manager arrivedThe Client was also told that if he noticed that trades were using his power/water, to turn off the exterior breaker/tap to prevent future usage and should be contacting the company at faultUnfortunately, we have no way to determine who used the utilities or for how long at this propertyWe are also not able to patrol the area 24/to prohibit unauthorized use of utilities, parking etcTherefore, it is the individual homeowner's responsibility to take steps necessary to ensure that their utilities are not being used, driveways blocked etc
Regarding the outstanding items at the home of replacing lighting items, paint touch ups and a cabinet drawer front to be replaced, our Sales Manager has explained to the Client that we are doing all of the repairs on the scheduled monthly Trades Day, and that we do technically have one year to complete all the outstanding items, however our goal is to get things wrapped up as soon as possibleWe acknowledge that it has happened in the past that due to circumstances beyond our control, the trades were not able to keep the scheduled appointmentWe have apologized to the Client, and have made the effort to rebook the trades in order to complete the workThat being said, the Client is refusing to take time off work (or make arrangements to have a friend/family member present) to allow our trades access to the house between their working hours of 9am-5pm and will only allow them access when he is finished his work day between 4pm-5pmGoing above and beyond to get these items resolved, our Sales Manager has recently made an attempt to accommodate this request and scheduled the required trades to come after 4pm on April 25th (text messages, April 2), only to be told that the trades will have to come on the Client's schedule when he is available and that work is his priority so he will not be home at the originally agreed upon time of 4pm (text message, April 22)It is very difficult for our trades to complete the outstanding items in the home when the Client is denying accessOur trades work Monday-Friday between the hours of 9am-5pm, and as such are only available during these hours to complete repairs on behalf of Active HomesOur previous attempt to have the Client book the trades by himself to accommodate his work schedule have also failedIt is our policy to have all warranty/outstanding items completed in a timely manner, and the monthly scheduled Trades Day does allow for Clients an appropriate amount of time to make arrangements to allow access to the home
As per the Client's request, our staff has cancelled all scheduled appointments for April 25thThe next scheduled Trades Day is May 16th between the hours of 9am-5pmShould the Client wish to have these outstanding items addressed at that time, he can contact our offices and we would be happy to rebook the trades for May 16thOtherwise, we will not attempt another visit to correct the interior items until the month warranty visit in November
Every home will have small deficiencies, and this particular home is no exception (some paint touch ups, dimmer switch not working, two damaged lights to be replaced and a cabinet drawer front that had a manufacturer flaw)Because the Client took possession in December, there are also some additional seasonal items to be completed such as the seasonal site cleanup, and rear trims on the houseOur staff has been out to the site several times as the snow was melting to remove debris as the site conditions permitted accessThe property is located in a highly active construction area and not all debris that is blowing into the yard has come from the construction of the Client's home, however we have removed it without commentActive Homes will complete a full site clean up and will inform the Client by letter that is has been completedAt that time, no further site cleanup will be completed by usClean up will be done as weather permits, and at the discretion of the Builder
Resolution:
Active Homes will not be providing any monetary compensation to the Client regarding the utilities
All repairs will be completed as per our Builder Warranty program, which does allow full year from possession to complete any outstanding itemsIt is the responsibility of the Client to make arrangements to allow the trades access to the home on the monthly scheduled Trades Day between the hours of 9am-5pm so that repairs can be made in a timely manner
Seasonal items will be completed as weather permits and are subject to equipment availability and is done at the sole discretion of the Builder
Initial Consumer Rebuttal /* (3000, 16, 2014/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First and foremost I would like to state that the response indicates resolutions to issues that I did not even mention in my claimI did not mention any issues that have already been resolved
I am under the impression that the builder has year to complete and fix issues in the houseThat being said, when promised certain things would be done on certain dates, this is the expectation we hadThe first trade day I took off and no trades showed upI wasted a days salary to sit in my house myselfThe second one was "better" but still a lot of things were not completedThis is why I requested the remainder of the work to be completed during the evening or weekendsMy occupation does not allow me to freely take time offThere are also many more issues then what has been described by the builderThey havent even *** come by and put in a door peg for my front closet, and this issue was brought to their attention weeks agoThis is only one of many documented situations that I have
For example, I have an email stating that our light fixture replacements for our vanities were ordered and would be received the week of Nov 18-22, This would of been a month and a half prior to possession(we took posession beginning of january, not december as the builder stated in their response???)The email was dated november Why are we now at the end of april without this being fixed??? I stayed home for full hour trades days and they could not fix lights that were to be delivered almost months BEFORE possesion date!
As far as the electrical, the communication I had with *** was that they plugged into our house because "all the other" builders were doing the same*** I am not home during the day, so I have no idea how often this occured, ***
The response also did not indicate why I was told to contact the trades myself? I have multiple emails with the electrician and I even CC'd the owner of active homes in these emailsThese date back to august of Likewise there was no response in regards to why the tile tradesman told me I should be fixing things myself and to mix my own grout
once again, to sum up the situation, the builder is sidetracking the issues at hand, has fallen through on multiple promises, and has admitted to using my utilities (albeit neither of us know definitely how often)
***
Final Business Response /* (4000, 22, 2014/05/29) */
RE: Revdex.com Complaint Case# *** (Ref#XX-XXXXXX-XXXXXXX-XX-XXX)
The original complaint by the client indicated that there were issues related to the previous sales person, our response outlined the issues that had been dealt with regarding our former employee and the resolution of those itemsWe consider those items resolved
With regards to the Client's complaint that they were asked to contact the trades persons directly during the construction of the home, this was done to ensure that correct placement of Client's requested items was done in accordance with their specifications (plug location etc.)In order to ensure that there was no miscommunication between the previous Sales Manager, the Client and the Tradesperson, the Client was asked to speak directly to the Tradesperson on site during the walk through to ensure that the items were installed as the Client requested/requiredAt that time both our Sales Manager and President were presentTo best of our knowledge no further direct communications were requestedUpon the transfer of the file to our current Area Sales Manager, no further direct communications between the Client and the trades were requestedWe consider this matter resolved
When our Sales Manager completed follow up phone calls after the trades day visits, she received a complaint from the Client regarding the tile contractor speaking in a disrespectful mannerUpon review of the situation that was brought to our attention, we have since terminated our working relationship with that specific contractorOur staff apologized to the Client at the time of the follow up call for the contractor's behaviour, and we have internally dealt with the issueWe consider this matter resolved
In our previous response, we did acknowledge the issue regarding the trades not arriving during a scheduled visit and have attempted to rebook the trades to rectify the outstanding items however the Client is denying access to the homeIn light of this incident, we have also terminated our contract with the previous electrical contractor for failing to keep client appointmentsIn order to re-affirm our commitment to Client satisfaction, we have also sent out a memo to all currently employed trades regarding Client appointments and relations and have adopted a zero tolerance policy regarding not being present during scheduled appointmentsWe consider this matter resolved
It is the Client's responsibility to allow access to the home for required repairs during the working hours of the tradespersonsAs a company, we do not feel it is reasonable to expect the trades to work outside of their regularly scheduled business hoursThese kinds of "after hours" calls are considered as an after hours/emergency service call and are subject to additional fees including travel and overtime labor costs, as is the case with all after hours services provided by trades ieFurnace repairs, plumbing etcThis type of a visit is outside of our normally contracted services provided by the tradespersonsWe have not come by to install the door peg in the front closet, because our trades people have been denied access to the home during their working hours (Monday-Friday between the hours of 9am-5pm)Should access be granted, we are happy to install the closet door pin
The vanity lights were ordered and scheduled to arrive (as per our email dated November 13, 2013), however due to a back order they were delayed from the supplierThe lights were tardy in their delivery, however, they have been sitting in our offices waiting for installation for quite some timeIt should also be noted that the lights in the vanity were functioning and the damage was superficial and did not impact their ability to functionShould the client allow our electricians access to the home during their hours of operation, we are happy to install them
Regarding the unauthorized power usage at the client's home, *** *** does not represent the Builder nor were they under our employ as a contractorAs such, they are not authorized or approved to speak on our behalf
***In addition, as a result of this situation and to help prevent possible future incidents, we have reminded all of the sub-contractors under our employ to ensure that no external sourcing is used for utilities while working on the construction siteIn addition, we have recently hired a site supervisor to assist in ensuring that our trades are adhering to our building protocols***
While we acknowledge that an error occurred due to a miscommunication between two of the trades on March 3rd, we feel that the brief minute time period of documented power usage does not warrant the Builder paying several months worth of the Client's utility billsThis is an unreasonable demand*** it is *** the individual homeowner's responsibility to take the small and reasonable steps necessary to ensure that their utilities are not being used by turning off the exterior utilities from inside the home
Due to the Client being out of the country for a family vacation on May 16th, we are prepared to have our trades come to the home on Friday, June 20th between the hours of 9am-5pm to complete the remaining items inside the homeAlternatively, should there be a day that works better for the Client (and can be mutually agreed upon by the Builder) an alternate regularly scheduled business day may be scheduled with a minimum of two weeks noticeThe Client may contact our Fort Saskatchewan office to confirm an appointment with the Area Sales Manager
Resolution:
Active Homes will not be providing any monetary compensation to the Client regarding the utilities
All repairs will be completed as per our Builder Warranty program, which does allow full year from possession to complete any outstanding itemsIt is the responsibility of the Client to make arrangements to allow the trades access to the home on the monthly scheduled Trades Day between the hours of 9am-5pm so that repairs can be made in a timely manner
Seasonal items will be completed as weather permits and are subject to equipment availability and is done at the sole discretion of the Builder
Regards,
Active Homes
Good Morning,
This email is in response to the above mentioned complaint about Mr. [redacted]'s house landscaping issue. The landscaping of Mr. [redacted] house was damaged during the construction of the house beside it. It was assured then that the corrections will be made in 2016...
summer which was agreed upon by both the parties due to seasonal concerns. In 2016 summers during the grading and landscaping of the house built by Active Homes, our landscaper fixed all the deficiencies caused by Active Homes during the construction. I have attached the picture for reference. Our warranty service person and site supervisor went to site and they took pictures which shows the dead sod has been replaced by Active Homes sub-contractor. As per our warranty person, Mr [redacted] refused to sign on the document stating we have corrected the deficiencies as he wants Active Homes to redo the whole house landscaping. But as per our service warranty manager, we cannot redo the whole house or the damage which was not even caused by the Active Homes. Please advice.
Thank you
[redacted]
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
[redacted]...
[redacted]
They did come out and fix the issue. They have some small clean up left to do, but the bulk of the work has been completed. [redacted]
Sincerely,
[redacted]
Good Morning, This email is in response to the above mentioned complaint about Mr [redacted] ***'s house landscaping issueThe landscaping of Mr [redacted] house was damaged during the construction of the house beside it It was assured then that the corrections will be made in summer which was agreed upon by both the parties due to seasonal concernsIn summers during the grading and landscaping of the house built by Active Homes, our landscaper fixed all the deficiencies caused by Active Homes during the constructionI have attached the picture for referenceOur warranty service person and site supervisor went to site and they took pictures which shows the dead sod has been replaced by Active Homes sub-contractorAs per our warranty person, Mr [redacted] refused to sign on the document stating we have corrected the deficiencies as he wants Active Homes to redo the whole house landscapingBut as per our service warranty manager, we cannot redo the whole house or the damage which was not even caused by the Active HomesPlease adviceThank you [redacted] ***
Initial Business Response /* (1000, 11, 2014/11/04) */
In regarding to this complaint, we have tried to contact this client couple times, so we could fix his fence in the condition it was, but we were unable as no body was homeOur construction supervisor left his card in his mail box along
with the message that we would like to repair their fenceWe were unable to repair earlier as the work was still going on the other side & our construction supervisor had explained him that as soon as bobcat work is done for our house we would repair his fence in the same original conditionWe will try to contact the client again as soon as we can do we can repair his fence
Initial Consumer Rebuttal /* (3000, 13, 2014/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate their response finally however, active homes did not return my calls or try to contact me until the receipt of this complaint (months later) I did receive a card in my door and contacted site supervisor *** ***He said he would come by in hours, however never showed up and never called backI will attempt to reschedule with him
Final Consumer Response /* (3000, 29, 2015/06/22) */
I was advised to contact you if the company did not follow through on fixing my fence as they said they would once the snow was meltedUnfortunately this is the caseThe representative of active homes that I have a contact number for (*** ***) scheduled appointments with me which he did not show up for or contact meOn the 4th appointment someone came and screw a few boards back into place however failed to replace the clearly broken post
The representative apparently did not notice this and said he would be back to fix itHe has since scheduled appointments and failed to show up or contact me
Final Business Response /* (4000, 33, 2015/07/09) */
Good Evening Sir/Madam,
This response is in regards to above mentioned complaintOur company has fixed all the damages on the consumer's propertyOnly paint touch up is left which will be scheduled and completed as soon as possibleOur administration department has called the consumer and consumer has confirmed that everything is fixed except the paint and it is all goodThank you
Initial Business Response /* (1000, 14, 2014/04/24) */
RE: Revdex.com Complaint Case# *** (Ref#XX-XXXXXX-XXXXXXX-XX-XXX)
All issues that were involved in the transition of our previous Sales Manager were resolvedBecause nothing was written down it is normally our policy to follow the
contract as it is writtenHowever, upon consultation with our current Sales Manager, we gave the Client the benefit of the doubt and settled in his favor regarding the kitchen island changes and monetary reimbursement of lawyer's feesWe consider this matter closed
The Client had previously contacted our sales staff regarding trades using his power (text messages and phone call, Feb 21)His complaint was with *** *** Our staff told him at that point that the company was not employed as our tradespersons, and that we were doing no excavating or backfilling in the area at that timeHe contacted our staff at least three times that same day in regards to *** *** each time he was told that we were not excavating in the area and to contact *** *** directly
To the best of our knowledge the only tradespersons employed by our company that used his utilities was the eavestroughing company on March 3rd for about minutes to run the eavestrough machineOur Sales Manager did go out to immediately to speak with the tradesmen when she received the Client's phone call that eveningThe workers were very apologetic and said that they were given some incorrect information about the home they were working in not having powerThey had already disconnected their cords when our Sales Manager arrivedThe Client was also told that if he noticed that trades were using his power/water, to turn off the exterior breaker/tap to prevent future usage and should be contacting the company at faultUnfortunately, we have no way to determine who used the utilities or for how long at this propertyWe are also not able to patrol the area 24/to prohibit unauthorized use of utilities, parking etcTherefore, it is the individual homeowner's responsibility to take steps necessary to ensure that their utilities are not being used, driveways blocked etc
Regarding the outstanding items at the home of replacing lighting items, paint touch ups and a cabinet drawer front to be replaced, our Sales Manager has explained to the Client that we are doing all of the repairs on the scheduled monthly Trades Day, and that we do technically have one year to complete all the outstanding items, however our goal is to get things wrapped up as soon as possibleWe acknowledge that it has happened in the past that due to circumstances beyond our control, the trades were not able to keep the scheduled appointmentWe have apologized to the Client, and have made the effort to rebook the trades in order to complete the workThat being said, the Client is refusing to take time off work (or make arrangements to have a friend/family member present) to allow our trades access to the house between their working hours of 9am-5pm and will only allow them access when he is finished his work day between 4pm-5pmGoing above and beyond to get these items resolved, our Sales Manager has recently made an attempt to accommodate this request and scheduled the required trades to come after 4pm on April 25th (text messages, April 2), only to be told that the trades will have to come on the Client's schedule when he is available and that work is his priority so he will not be home at the originally agreed upon time of 4pm (text message, April 22)It is very difficult for our trades to complete the outstanding items in the home when the Client is denying accessOur trades work Monday-Friday between the hours of 9am-5pm, and as such are only available during these hours to complete repairs on behalf of Active HomesOur previous attempt to have the Client book the trades by himself to accommodate his work schedule have also failedIt is our policy to have all warranty/outstanding items completed in a timely manner, and the monthly scheduled Trades Day does allow for Clients an appropriate amount of time to make arrangements to allow access to the home
As per the Client's request, our staff has cancelled all scheduled appointments for April 25thThe next scheduled Trades Day is May 16th between the hours of 9am-5pmShould the Client wish to have these outstanding items addressed at that time, he can contact our offices and we would be happy to rebook the trades for May 16thOtherwise, we will not attempt another visit to correct the interior items until the month warranty visit in November
Every home will have small deficiencies, and this particular home is no exception (some paint touch ups, dimmer switch not working, two damaged lights to be replaced and a cabinet drawer front that had a manufacturer flaw)Because the Client took possession in December, there are also some additional seasonal items to be completed such as the seasonal site cleanup, and rear trims on the houseOur staff has been out to the site several times as the snow was melting to remove debris as the site conditions permitted accessThe property is located in a highly active construction area and not all debris that is blowing into the yard has come from the construction of the Client's home, however we have removed it without commentActive Homes will complete a full site clean up and will inform the Client by letter that is has been completedAt that time, no further site cleanup will be completed by usClean up will be done as weather permits, and at the discretion of the Builder
Resolution:
Active Homes will not be providing any monetary compensation to the Client regarding the utilities
All repairs will be completed as per our Builder Warranty program, which does allow full year from possession to complete any outstanding itemsIt is the responsibility of the Client to make arrangements to allow the trades access to the home on the monthly scheduled Trades Day between the hours of 9am-5pm so that repairs can be made in a timely manner
Seasonal items will be completed as weather permits and are subject to equipment availability and is done at the sole discretion of the Builder
Initial Consumer Rebuttal /* (3000, 16, 2014/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First and foremost I would like to state that the response indicates resolutions to issues that I did not even mention in my claimI did not mention any issues that have already been resolved
I am under the impression that the builder has year to complete and fix issues in the houseThat being said, when promised certain things would be done on certain dates, this is the expectation we hadThe first trade day I took off and no trades showed upI wasted a days salary to sit in my house myselfThe second one was "better" but still a lot of things were not completedThis is why I requested the remainder of the work to be completed during the evening or weekendsMy occupation does not allow me to freely take time offThere are also many more issues then what has been described by the builderThey havent even *** come by and put in a door peg for my front closet, and this issue was brought to their attention weeks agoThis is only one of many documented situations that I have
For example, I have an email stating that our light fixture replacements for our vanities were ordered and would be received the week of Nov 18-22, This would of been a month and a half prior to possession(we took posession beginning of january, not december as the builder stated in their response???)The email was dated november Why are we now at the end of april without this being fixed??? I stayed home for full hour trades days and they could not fix lights that were to be delivered almost months BEFORE possesion date!
As far as the electrical, the communication I had with *** was that they plugged into our house because "all the other" builders were doing the same*** I am not home during the day, so I have no idea how often this occured, ***
The response also did not indicate why I was told to contact the trades myself? I have multiple emails with the electrician and I even CC'd the owner of active homes in these emailsThese date back to august of Likewise there was no response in regards to why the tile tradesman told me I should be fixing things myself and to mix my own grout
once again, to sum up the situation, the builder is sidetracking the issues at hand, has fallen through on multiple promises, and has admitted to using my utilities (albeit neither of us know definitely how often)
***
Final Business Response /* (4000, 22, 2014/05/29) */
RE: Revdex.com Complaint Case# *** (Ref#XX-XXXXXX-XXXXXXX-XX-XXX)
The original complaint by the client indicated that there were issues related to the previous sales person, our response outlined the issues that had been dealt with regarding our former employee and the resolution of those itemsWe consider those items resolved
With regards to the Client's complaint that they were asked to contact the trades persons directly during the construction of the home, this was done to ensure that correct placement of Client's requested items was done in accordance with their specifications (plug location etc.)In order to ensure that there was no miscommunication between the previous Sales Manager, the Client and the Tradesperson, the Client was asked to speak directly to the Tradesperson on site during the walk through to ensure that the items were installed as the Client requested/requiredAt that time both our Sales Manager and President were presentTo best of our knowledge no further direct communications were requestedUpon the transfer of the file to our current Area Sales Manager, no further direct communications between the Client and the trades were requestedWe consider this matter resolved
When our Sales Manager completed follow up phone calls after the trades day visits, she received a complaint from the Client regarding the tile contractor speaking in a disrespectful mannerUpon review of the situation that was brought to our attention, we have since terminated our working relationship with that specific contractorOur staff apologized to the Client at the time of the follow up call for the contractor's behaviour, and we have internally dealt with the issueWe consider this matter resolved
In our previous response, we did acknowledge the issue regarding the trades not arriving during a scheduled visit and have attempted to rebook the trades to rectify the outstanding items however the Client is denying access to the homeIn light of this incident, we have also terminated our contract with the previous electrical contractor for failing to keep client appointmentsIn order to re-affirm our commitment to Client satisfaction, we have also sent out a memo to all currently employed trades regarding Client appointments and relations and have adopted a zero tolerance policy regarding not being present during scheduled appointmentsWe consider this matter resolved
It is the Client's responsibility to allow access to the home for required repairs during the working hours of the tradespersonsAs a company, we do not feel it is reasonable to expect the trades to work outside of their regularly scheduled business hoursThese kinds of "after hours" calls are considered as an after hours/emergency service call and are subject to additional fees including travel and overtime labor costs, as is the case with all after hours services provided by trades ieFurnace repairs, plumbing etcThis type of a visit is outside of our normally contracted services provided by the tradespersonsWe have not come by to install the door peg in the front closet, because our trades people have been denied access to the home during their working hours (Monday-Friday between the hours of 9am-5pm)Should access be granted, we are happy to install the closet door pin
The vanity lights were ordered and scheduled to arrive (as per our email dated November 13, 2013), however due to a back order they were delayed from the supplierThe lights were tardy in their delivery, however, they have been sitting in our offices waiting for installation for quite some timeIt should also be noted that the lights in the vanity were functioning and the damage was superficial and did not impact their ability to functionShould the client allow our electricians access to the home during their hours of operation, we are happy to install them
Regarding the unauthorized power usage at the client's home, *** *** does not represent the Builder nor were they under our employ as a contractorAs such, they are not authorized or approved to speak on our behalf
***In addition, as a result of this situation and to help prevent possible future incidents, we have reminded all of the sub-contractors under our employ to ensure that no external sourcing is used for utilities while working on the construction siteIn addition, we have recently hired a site supervisor to assist in ensuring that our trades are adhering to our building protocols***
While we acknowledge that an error occurred due to a miscommunication between two of the trades on March 3rd, we feel that the brief minute time period of documented power usage does not warrant the Builder paying several months worth of the Client's utility billsThis is an unreasonable demand*** it is *** the individual homeowner's responsibility to take the small and reasonable steps necessary to ensure that their utilities are not being used by turning off the exterior utilities from inside the home
Due to the Client being out of the country for a family vacation on May 16th, we are prepared to have our trades come to the home on Friday, June 20th between the hours of 9am-5pm to complete the remaining items inside the homeAlternatively, should there be a day that works better for the Client (and can be mutually agreed upon by the Builder) an alternate regularly scheduled business day may be scheduled with a minimum of two weeks noticeThe Client may contact our Fort Saskatchewan office to confirm an appointment with the Area Sales Manager
Resolution:
Active Homes will not be providing any monetary compensation to the Client regarding the utilities
All repairs will be completed as per our Builder Warranty program, which does allow full year from possession to complete any outstanding itemsIt is the responsibility of the Client to make arrangements to allow the trades access to the home on the monthly scheduled Trades Day between the hours of 9am-5pm so that repairs can be made in a timely manner
Seasonal items will be completed as weather permits and are subject to equipment availability and is done at the sole discretion of the Builder
Regards,
Active Homes
Good Morning,
This email is in response to the above mentioned complaint about Mr. [redacted]'s house landscaping issue. The landscaping of Mr. [redacted] house was damaged during the construction of the house beside it. It was assured then that the corrections will be made in 2016...
summer which was agreed upon by both the parties due to seasonal concerns. In 2016 summers during the grading and landscaping of the house built by Active Homes, our landscaper fixed all the deficiencies caused by Active Homes during the construction. I have attached the picture for reference. Our warranty service person and site supervisor went to site and they took pictures which shows the dead sod has been replaced by Active Homes sub-contractor. As per our warranty person, Mr [redacted] refused to sign on the document stating we have corrected the deficiencies as he wants Active Homes to redo the whole house landscaping. But as per our service warranty manager, we cannot redo the whole house or the damage which was not even caused by the Active Homes. Please advice.
Thank you
[redacted]
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
[redacted]...
[redacted]
They did come out and fix the issue. They have some small clean up left to do, but the bulk of the work has been completed. [redacted]
Sincerely,
[redacted]