Adams Rental & Sales

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Response from Consumer:Although NewPro had been in touch with [redacted] it was not to our satisfaction and certainly not in a timely fashion The only responses were after numerous consumer initiated ones NewPro's discount of < 5% was not an act of good faith, but rather a response to several consumer requests for compensation for the mistakes and numerous delays NewPro also never communicated that the scheduled Saturday installation day was not a standard install day.Although NewPro did call the day before the installation and warn of a potential cancellation, we were told us that the owner would call us one way or the other no later than 8:30am on the day of install to confirm or cancel the work [redacted] left [redacted] a message almost hrs later (only after being contacted by [redacted] ) to cancel the work[redacted] notified NewPro verbally on January and again on Jan 23, and then via a certified letter on Feb 2, that were terminating our contract and demanded our deposit of $be returned.To this date of Mar 1, we have not received our depositThis complaint is not resolved and should not be closed Regards, [redacted] And [redacted] ***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Regards, [redacted] ***

NEWPRO Service manager has communicated with the homeowner and has ordered a replacement This will be expedited and handled by the service manager NEWPRO apologizes for the delays and miscommunications NEWPRO takes great pride in their year reputation for exceptional products and services throughout New England Our goal is to delight our customers from start to finish We are carefully evaluating the process to determine what steps need to be made for improvement

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [In Mr [redacted] 's response to my initial compliant he has revealed a further example of the pressure tactics and obfuscation that he and Newpro's representatives engage in My wife and I have declined to meet with Mr [redacted] precisely because we felt harassed by these high pressure sales and interactions Instead we requested that our correspondence be limited to email Mr [redacted] neglected to mention this in his rebuttal So, we have left the door open for a reasonable solution to this dilemma Also at issue is Mr [redacted] 's statement that we "still have not given him a reason for cancellation" This is patently untrue We are cancelling because the company has failed to meet its obligations In the contract the company provides both an estimated start and estimated completion date Neither date was met, and the product was not delivered or installed by either date To add to this concern of ours, we were told by one representative that the weather was delaying installation We were told by another that installation was delayed because the original order was a "custom" order We were also told by Mr [redacted] that the delay was caused by the addition of flashing Well these three different excuses, coupled with attempts to reach representatives which were either ignored or to which the response was "the order will start in weeks" (which never came), left us with a bad feeling about the competence of Newpro and its representatives This is our reason for cancellation, which has been repeatedly stated to Mr [redacted] , but sadly has been repeatedly ignored.Our solution to this problem is now, and has always been to arrive at a reasonable compromise We asked Mr [redacted] to provide us with a refund which covers the costs to pull a permit, and for supplies which cannot be returned, restocked or reused Mr [redacted] has maintained that these costs amount to over $8, This is an unreasonable policy and we politely request that it be changed These materials which have been purchased can certainly be used on another home installation These are new, untouched faux cedar style shingles in a standard size (as described to us by the salesman who sold us the product) What is custom about this? Cannot these shingles be used for a new customer We are very unsatisfied, and out $11,at this point The number is $11,because settling for a $refund is no consolation and unfair Yes we signed a contract, this is true But there are times as a businessperson where considering the reasonable requests of a customer should allow you to relook at one's own policy After all, we have no siding and no product and are out $11, Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolvedThe company come and did the window on June 10thThen on the 12th the company called and wanted to schedule to fix the windowThey need to look into there customer service,

The owner of the company has been in regular communication with the homeowner and the deposit is being refunded in full

In response to the high pressure sales tactics - the customer purchased product and over a month later added to the project The customer is cancelling due to missed ESTIMATED START AND FINISH DATES - which he initialed understanding it was estimated time frames In our opinion in our industry plus the fact there was additional product added to the order - there are sometimes circumstances beyond our control which effect the start and finish dates, which is why we require a customer to initial and acknowledge they understand thatIn our industry a completion approximately one week past the ESTIMATED completion date is not unreasonable It is challenging to communicate this issue at this point via email - we are not applying high pressure tactics - we simply want to have dialog to more efficiently come to a resolution NEWPRO is more than willing to have further discussions regarding this project at the customer's convenience

NEWPRO has refunded this customer their deposit in full NEWPRO recently installed new payment processing technology for customer privacy and protection This customer's deposit was processed in the required time but we were no aware the refund had to be processed with the same terminal that it was originally processed which caused a delay This was corrected and refunded in full NEWPRO apologizes for the inconvenience Thank you

On 8/Ms [redacted] contacted NEWPRO as a previous NEWPRO customer to obtain a quote on siding and roofing After the presentation, Ms [redacted] elected to purchase her roof and siding with NEWPRO The roof contract was a cash transaction which in the state of MA requires 1/deposit down and 2/upon completion Ms [redacted] elected to finance the entire siding project with no money down When a NEWPRO customer elects to utilize financing there is an option provided called "stage funding" which after the day right of rescission has expired - allows NEWPRO to "stage fund" (obtain funds direct from the bank instead of the customer to start the project - this stage of the funding acts as the initial deposit) The remaining funds are not disbursed until the project is complete and the customer signs a completion certificate In this case, Ms [redacted] was approved through our lending source [redacted] The customer at the point of sale acknowledged in writing the payment terms which states authorization for NEWPRO to draw on the account -$20, This transaction occurred on September 1, NEWPRO would never draw on an account without a customer acknowledging payment terms in writing As we had a signed borrower's certificate form allowing us to draw on the account NEWPRO is not obligated to re-notify the customer of this transaction NEWPRO provides a contract at the point of sale and does not provide nor are they obligated to provide an invoice In addition, NEWPRO was surprised to learn of this complaint as NEWPRO's finance manager spoke direct with the homeowner in full detail about the financing terms - in particular about how stage funding works The sales manager, product specialist and owner of the company have repeatedly, without success, attempted to contact Ms [redacted] to discuss and resolve We request Ms [redacted] contact, [redacted] , direct to discuss next steps - direct line - [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowi am rejecting the business response because I have been reaching out to [redacted] as he wanted me to by calling his office and cell phone I leave a voice mail on both with my name and phone number and he never responds back Instead he emails me and tells me again to call him on Monday I emailed him back saying the earliest I can call is Friday September 18th after 3: I also told him he may call me Sunday September 13th anytime as I will be home I have not heard from him as of yet I will agree to his offer as long as 1) the base is installed in the same place as my old base was and they do not have to put a molding on my floor and 2) it needs to be installed on my time as my husband is away for at least weeks or more on vacation and I cannot take time off from work.He originally told me on August st that the shower should be in that week and the door in the following week which should have been September 11th Now he is saying yo you another 7-have been added on I just don't know if I can trust what he says anymore.if he cannot agree to these terms then I want my money back---down payment and payments we have made since Regards, [redacted]

NEWPRO has a service technician scheduled for 5/29/with the homeowner NEWPRO strives for a delightful experience and is reviewing the communication process related to this experience as it is not standard practice

Hi In my above reference complain I had stated "Takes deposit in cash @ signing of contract of work with lots of talk about keep their workmanship, boasting of their A+ @ Revdex.comOnce money has been deposited, they do not follow up." Yesterday my spouse and I met with their owner & their managerThe matter has not been resolved to my satisfactionHowever, the owner did point out that I was wrong to state the the deposit was taken in cash when paid by check- The deposit was by check that we deposited by NEWPRO on 11/02/According to the owner, I should correct this error otherwise, it could be case for defamation I committed to do this at the earliest.Kindly make this change and thank you for following up!Please accept my apologies for any inconvenience causedThank you!

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [When we signed the contract, the salesman had informed us that we would be contacted if NEWPRO was not able to make the installation date of 12/They did not call nor show upWe had to go through the inconvenience of clearing the room, preparing water for meals as they would be switchingWhen of water for hoursWhen I contacted the salesman who I signed the contract with and given a check for deposit, he failed to respond and then did not pick up my phone When I finally got in touch with their manager, and asked for refund as NEWPRO had failed to keep their part of contract-- This was refused and I was told the they had every right to not make that date as per the contract...The new date given by NEWPRO of 12/12, the installers did not show up until well after 9:AM estimated date of 12/even if they failed to inform me I felt humiliated but Their time give to us was between to 8:Again, we had to go through the inconvenience of clearing the access for them etcWhen the installers came, they did not have all the materialAgain my request of refund was denied even though it was clearly their fault Not a way to conduct business in today's climateI also told them that I was going to be away from through 1/When I met with their owner, it was to explore options (according to their manager)However, it turned out to beNO they would not refund,The fact that I had stated that I paid cash that the deposited on 11/was a case for slander ( I corrected this by sending you an email)When I told the owner that the best way forward for me was for them to refund my money and I had no desire to install anything NEWPRO in my house was completely ignoredI had told the owner that I would contact them after I return after exploring my optionsI am not happy with my experience with NEWPRO, I do not trust them, They did not treat me with respect dueI have no faith in them providing me with adequate confidence that they will do good job for the money chargedI have no confidence that they will provide me with follow up service if neededI will not be able to sleep with easeIf possible I would not like to deal with business that exploits their customer instead of emphasizing with them, seeing the inconvenience caused from Customers perspective and handling Customers with sensitivity particular when NEWPRO failed to keep their part of bargain twiceI will contact Revdex.com before responding to NEWPRO in case this matter is not resolved to my satisfactionThank You Regards, [redacted]

The owner of the company, [redacted] , has communicated with the homeowner via phone calls and emails throughout the process of this project The bath design specialist presented aproduct to meet the needs of the homeowner which was agreed upon and purchased – NEWPRO installed per the agreement and specs in the contract, a 36” neo-angleshower – the customer expected a larger neo-angle shower pan although they received what they ordered - which is the largest shower pan weoffer However, to meet the needs of the homeowner and with the goal to exceed satisfaction, we worked closely with oursupplier to custom fabricate a pan that is 38” which is larger than what they produceThey agreed to do the custom manufacturing project to replace what weinstalled to meet the expectations of the homeowner – the supplier reengineered a larger custom pan to meet the needs of the customer All of this was offered at no charge to the homeowneras good faith and in appreciation for their business We were quoted a four week lead time for redesigning from the manufacturer based on engineering - it has been slightly delayed from themanufacturer based on the custom nature of the project We hope to have the product within the next 7-days and we will expedite installation upon arrival of product

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

The NEWPRO customer interpreted the estimated start date as the date of installation - NEWPRO's contract clearly states this is an estimated start date Once an agreed upon date was set to meet their preference for a Saturday install our installation team arrived at the job and determined after pre install inspection that to do the job correctly an additional accessory piece was required The install was postponed to avoid any problems that would have been incurred if we were to proceed as ordered The owner of the company met personally with the customer and have worked out the issues and concerns The customer is to contact NEWPRO after January to reschedule and complete the installationThe customer has the owners direct phone number for contact

NEWPRO has measured and ordered the replacement glass for window and has communicated these actions with the homeowner The homeowner is aware the glass is on order, ready to ship and is scheduled for delivery next week A call will be made early next week to the homeowner (week of 6/21) to schedule the service NEWPRO honors all warranties NEWPRO apologizes for any delays in service as a result of any miscommunication or lack of communication that may have occurred to the homeowner This is a high priority and is being expedited

Customer purchased a home with windows that NEWPRO previously installed with a past homeowner back in 1986. The warranty from has lapsed. NEWPRO dispatched the installation manager to the customer's home to evaluate the service required and agreed to any and required service to be
completed at NEWPRO's cost. The owner *** *** has been in contact with homeowner and quoted a price of which the customer agreed and was happy with the final resolution. All product is on order and will be replaced once received

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
There was no other option except accept & reject The new window is not slated for install until 11/ They have already come twice to replace the glass Once the glass was manufactured incorrectly and once it was defective I cannot accept the business response until the new window is installed in case it comes in defective again If the window is correct & properly intact, I will consider the matter resolved
Regards,
*** ***

The owner of the company spoke with ***. The gift card has been processed and mailed as promised. The customer was provided two options for resolution. The customer responded back to the installation manager Tom with the direction she is choosing. The installation
manager is scheduled to go out this week to complete the project to the desired option chose by the homeowner. NEWPRO apologizes for the delay and how the communication was handled prior to the installation manager leaving for vacation. That is not typical operating procedure and it has been handled internally