Aging in the Home Remodelers

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action 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,
*** ***
The customer's family member contacted Revdex.com to state these steps have not been done like the business said they would

We have received the client's request and have refunded their down payment

[A default letter is
provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

We fully acknowledge and apologize profusely for the delay installing this jobPermit restrictions and the need to inspect the "rough-in" portion of the job caused the primary delayThe others were caused by us, and we're sorryHowever, we are committed to seeing the project through to fruition
and making the home safer for our customersThat was what we originally set out to do, and we're confident when the job is completed, we will have extremely happy users of an exceptional productWe have spoken with the *** several times today and due to the need for the local inspection, we have the job slated to complete on TuesdayBecause of the delay and general frustration over the consummation of this project, we will provide a $*** discount from the original priceWe hope this alleviates some of the ill will and we're quite confident that the *** will experience many years of enjoyment of their shower

AITHR Dealers Incwill contact the customer today and refund the customer their $deposit and cancel the installation that was scheduled for 5-15-The refund will take approximately days to process

Dear Mr ***-Thank you for your letterI apologize for your dissatisfaction with our products & services. At the time of our original consultation with you, our sales consultant identified that you had a gal hot water heaterJacuzzi recommends a gal heater for their products, so
we included that in the price to which you agreed via our signed customer agreement.I understand there were delays associated with the electrical, HWH installation & paintingI apologize for those, but they have now all been completed.Regarding you concersn around the water pressure, both our company & the HWH installation company have tried to reach you on multiple occasions to schedule a time to come out & evaluate the problemWe have not received any return calls from youWe are happy to schedule a service for this issue, but you must know in advance that we are unable to improve your existing home's water pressure.Please return a call to schedule this service at *** & ask for Tracey D***.Please note that at the time of this service, we will need to collect your final balance due of $10,495.00.Best regards,*** ***Vice President

We spoke with the customer on May Collectively, we agreed to remove the stairlift in exchange for their down payment & to void the contractWe will be drafting a cancellation agreement to define the terms & conditions to send to the customer for signingFollowing that, we will schedule
removal of the stairlift

On the initial installation which was on 7/we received info that our installer had caused some wall damageWe fixed this and then were requested to do some painting which we also did and Ms *** mentioned to me it was done very satisfactorilyIt was not until 8/that there was a problem with the water heaterApparently they had placed a complaint on Facebook and was contacting firstSTREET and their concerns did not get to the Denver office as this caused delay in our respondingWe contacted our plumber Mckenzie plumbing and they tried a number of times to contact the *** to come out and resolve their issue but could not get a returned callI suspect that they had already decided they didn't want it fixedWe also called a couple of times and left messages and that is when Norm Murdock finally reached them and explained how we are obligated contractually to come out and fix their tub and make sure they receive what they paid forWe are bound by our contract to complete our job and the customer needs to allow us that opportunityWe are unable to operate a business if we try to fulfill our obligation and then be expected to deinstall our work and incur additional costs on top of that, while providing a full refundWe have agreed to refund the price of the water heater so they will have a new water heater and we have paid for additional painting etc and just need the chance to complete our contract. I did discuss the removal of the tub with her as this is what she was suggesting and she also wanted us to buy a new tub and install that tooI explained that we could not do that for many different reasons I.e could not warranty some other vendors product, etcI am not the VP of Jacuzzi as stated and did not agree to anything but did say I would discuss with our attorney which I did and then called her back with our proposalI am very sorry they have lost confidence in us and just want a chance to remedy the situation and assured her she not only have our continued support but Jacuzzi as well as she has limited lifetime warrantyWe are trying

Mr*** did in fact purchase a curved stair lift from AIHR which was installed in April The curve lift comes with a 12-month labor warranty from AIHR and the manufacturer provides a lifetime parts warrantyUnfortunately, this unit did in fact have some mechanical issues over the duration
of the installation which AIHR did address multiple times under the contractual warrantyIn September of the customer contacted AIHR with another service related issueAt this point, the customer was out of warranty with AIHR so we recommended they contact the manufacturer so they could take advantage of the manufacturer warranty which was still in existenceTo date, it is my understanding that the manufacturer replaced the entire unit on November 8th, for this customer under the manufacturer warrantyAIHR National Director of Sales spoke with Mr*** last night in regards to the history of his purchase and offered a $***discountMr*** rejected this offer and stated he should receive a full refund of the total cost from AIHR as he now has a new product from the manufacturerAIHR will not agree to a full refund to Mr*** as the manufacturer replaced the unit due to multiple mechanical defectsAIHR installs hundreds of units each month with the intention of changing people’s lives and provide independence to our customers with the ability to remain free of assistance in their own homes!

The city of *** *** would not issue our permits to the projectwe submitted requests for license approval to which we still never receivedwe continued to work towards this process however felt it was most important to only do projects with proper licensing and permitsThis was the only
holdupI reviewed our notes and determined we did stay in communication however we can always do better with communicationPlease advise customer that our company name is as it states on the contract they review and signed, Aging in The Home RemodelersWe are not Jacuzzi, we are the exclusive provider for Jacuzzi Walk in tubs and showersIf there is anything else we can do to satisfy the customer please advise

We are significantly disappointed to learn that the Points would be against the hiring of American workers to conduct work anywhere in the U.Sand that we should never provide new workers the opportunity to work at a craft after having achieved a certificationIt is
completely untrue that any installer was unpreparedOn the contrary, every installer completes a rigorous certification program before getting work from our organizationThe evidence that we properly prepared this installer is attachedAll installers were provided spec sheets, drawings and pictures of the area to installTo say that an installer has no right to do his first install is to say he has no right to work in AmericaThis is unfair and disappointing.All of our installers were prepared and provided all details of the workThe product was clearly installed properlyAnd the consumer is clearly happy with the installer's work as they do not want the installer to face repercussions.
The only repercussion an install team would face is if we were forced to pay them 5% lessThis demand for a lower price is tantamount to utilizing the Revdex.com complaint system as a personal tool to attempt to renegotiate fair pricing with a hard-working contractor after the factThis is a deceptive act by a consumer trying to work the systemThe Revdex.com complaint system is for legitimate complaints against bad companies. We would not ask for our installers to take 5% less or our manufacturer to charge us 5% less or ask our employees to take 5% less home in their paycheck this week to satisfy the Points' desire to cheat a contractor out of a fairly established price for retrofit workThe handing of the lifts was an order - processing issue at the manufacturing plant, not the contractor (AIHR)We are unable to accommodate a request for a discount to the job, much less complete the job at a fair profit since we have had to pay an installer twice to visit the homeThis is an unfair and unreasonable requestAt this point, we're not sure we can move forward with the job unless the customer pays in full as we have already been threatened with not being paid for the workOur counter-proposal, therefore, is to have the customers pay their balance in full and we will schedule completion of the job lift installationThe customers are currently in possession of property they have not paid forWe will need to either collect that property or to receive payment for the ordered job

Revdex.com:are
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action 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,
*** ***

Hosting-elevator has first class service and technology. Can introduce to your friends。 Their home elevators are doing very well.

Tell us why here..I spoke to customer at length. What appears to have happened is the Sales consultant discussed particular items with the husband that the wife was not aware of. I brought the rep, both the husband and wife on a call yesterday. In fact what sales consultant had claimed was fact...

and confirmed by husband. After discussing the contract modifications the wife was requesting, I ultimately reduced the price to a rate that made the custom happy. Both agreed to a change order  and price increase. We are scheduling to get out to retrieve a signed change order. We will then reorder new product and schedule installation date.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that I WILL WAIT TO SEE HOW THE PANEL EXCHANGE PROCEEDS BEFORE I CLOSE THIS ACCOUNT. tHIS COMPANY EXCEPT CAMERON HAS NOT LISTENED TO MY PROBLEM, RATHER THE MEN HAVE 'STEAM-ROLLERED'' ME. THEY IGNORED THE CONTRACT CLAUSE THAT STATED THAT IF THE WRONG PART WAS SENT ,THEY WOULD RAPIDLY REPLACE IT WITH THE CORRECT PART.  i WILL WAIT AND SEE THEIR PERFORMANCE. I HAD TO INSIST THAT A SUPERVISOR TO THE PLUMBER/CARPENTER BE PRESENT FOR THIS WORK.   Thank you for your help!!!!Regards,[redacted] 
t satisfied with this resolution.

Revdex.com:
I have reviewed the offer and/or response 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.
Just when it seems I have seen the lowest a company can go, I read the absolute lie you posted with the Revdex.com. Everything stated is a lie! Mr. M[redacted] or whoever wrote this reply, twisted honest information and took NO responsibility for AIHRs non-action. Thankfully, I have emails, instant messages, and photos to PROVE my side is the truth! Let’s address a few items in your Revdex.com reply. 1. Most telling is the absolute fabrication of, "Unfortunately, this unit did in fact have some mechanical issues over the duration of the installation which AIHR did address multiple times under the contractual warranty.” How low can you people go! Blaming the manufacturer when this is all due to the ineptness of the installers you company hired! 2. For clarity, let’s talk about how your company "addressed my problem ‘multiple’ times.” Let’s review the FACTS:Trip 1 occurred due to the FACT the technician HAD TO! They HAD to come back since they had order and wait for a replacement drive motor. You see, the installers ordered a new one since they claimed the initial one was damaged in shipment. The more I am thinking about even that, it was probably not damaged in shipment in so much by the ineptness of the contracting crew that your company hired. Trip 2 occurred several months later after our making multiple calls to complain about the terrible grinding noise the unit was making. The technician drove all the way up from Houston, Texas only to inform us he would need to order parts. You see, the roller bearing were SHOT due to all the METAL SHAVINGS clogging them up. Those metal shavings were beginning to show all along the stairwell underneath the rail system. When we showed him the etched rails, your inept installer excused it stating it was all ‘normal wear and tear' and that we should expect to replace the bearings every 6-12 months! THAT is when I knew for sure something was definitely wrong and began making calls for help with AIHR.  Trip 3, the LAST trip, was when the technician came to install the new bearings. THE PROBLEM CAME RIGHT BACK since he failed to even clean up the metal shavings on the rail!3. Let’s talk about AIHRs company warranty next and who contacted who about being concerned about it. As I mentioned, within a few DAYS, the grinding noise resumed and actually became worse. For over two months, I played ’tag’ with the installer. He would state he was coming, then not. He would state he was having issues getting parts. He would then state how he would add me to his next trip up where he was installing a unit near us. He used that one two times and both times, when I called him, and I ALWAYS was the one calling him, he would state how the job took longer and he had to drive back to Houston. Finally, the installer simply quit responding to my calls. That is when I finally spoke to someone who provided with Mr. K[redacted]’s contact information. She stated he was the regional manager over the folks AIHR contracts with to do their installs. Mr. K[redacted] was always professional and had a soft tone in his discussions. On the initial few calls, he asked that I allow him to reach out to the technician in Houston to see what was going on. Finally, when I APPROACHED Mr. K[redacted] ABOUT MY WARRANTY BEING A MAJOR CONCERN since I was only a few months from it being over and HOW TIME WAS TICKING AWAY, he shared that the technician in Houston would not be coming up; EVER! Then, he shared how AIHR was no longer selling of servicing [redacted] products. I was absolutely taken back since MONTHS had gone by! SHOCKED, I pressed him on the fact I had a BINDING contract and warranty. Mr. K[redacted] ASSURED ME that I had NOTHING to be concerned about since I would be TOTALLY COVERED by AIHR due to FACT the SAME ISSUE was STILL occurring. Now if you are wondering if you can lie out of this, I would be careful.    4. Let’s talk about your weak attempt to save face by implying that,"AIHR installs hundreds of units each month with the intention of changing people’s lives and provide independence to our customers with the ability to remain free of assistance in their own homes!” The exclamation point was even more pathetic. You implied in that statement that AIHR installs hundreds of [redacted] products each month. In truth, you might install other manufacturers products, but you slyly left that out. You lost your contract with [redacted] a while back, remember! Or, did Mr. K[redacted] lie? He unlike most of the others there I have spoken to, seemed like an honest man. One who really has heart and wants to do right. Unfortunately, I will never really know. God will though.5. Let’s talk lastly about the $[redacted] amount thrown out by Mr. M[redacted]. Mr. M[redacted] knows what I stated. HECK! PROOF of what I stated in this call to him is even in FIRST SENTENCE my last email to AIHR! Mr. M[redacted] kept pressing me for what I thought was fair and what I believed would be the right thing to do. I kept re-iterating what I have stated over and over to him. I would expect the big company to provide that versus asking the customer. I also reiterated that, if things were left to me, I would want ALL my money back since I no longer had the product they installed. After all, AIHR DID NOTHING to satisfy my problem!!! ANOTHER COMPANY DID! Why should they expect to keep what IS NOT THEIRS! Of course, we both agreed THAT would never happen! (Of course our reasoning behind why was probably 180 degrees apart!)More specifically, when I asked Mr. M[redacted] how he arrived at that $[redacted] amount, he told me, yes told me, that it was based on MY amounts provided. I explained, as I have done several times previously, that I have NO CLUE except for what I believed was the the basic $** cost of the raw oak stair treads and my $** repair bill paid to the other company. I have not priced new raw treads or ANY other item as of yet. I do have so much more going on in my life than that and honestly, NO ONE has ever asked me to! Suffice things to be that since my stairs are NOT repaired, that price is still open. I am no longer int eh best of physical condition since putting the initial ones down for one thing. Again, NO ONE has asked me about HOW it would be done! I then explained how how everything is glued down and how other things could be damaged taking the stair treads up. Having never removed glued down treads, it is an honest answer! I even asked if Mr. M[redacted] if he wanted to have a company come do it! Concerning the stairs, I lastly explained there are additional costs for other materials like stain, high-end polyurethane, etc. Since I HAVE NOT ADDED THESE THINGS UP, I told him, I could NOT provide a fair amount since I simply do not know! When I asked Mr. M[redacted] why he had not checked with his own company or [redacted] for the cost of the other items, he had no response. This bothered me a lot since, after all, I had provided him and others at AIHR with the contact information of those whom I have been working with at HANDICARE! Again, he had no response. I then shared how I where I work, when I was provided information to satisfy a customer, I CHECKED IT OUT! I then stated I would hope he would have done the same! I then stated again, that it is up to HIM. He should have investigated things with [redacted] and figured out what HE believed was FAIR based on the FACTS. Instead, he simply fell silent. His offer of $[redacted] was baseless and unproven. Here is the real kicker! INSTEAD, Mr. M[redacted] casually mentioned, “You have the $**.00 for the other technician who came out, 5 stairs at $** each, $[redacted] for the motorized chair, and $** for the added charging station. Really? So, Mr. M[redacted], do you realize what you stated here when you broke things down this way?
Regards,
[redacted]

Mr. [redacted] did in fact enter into contract with AIHR end of April 2016. Mr. [redacted] ordered a curved lift which is a “build to order” product specifically for hi home only. This product can’t be utilized at any other home as it is made specifically based on the dimensions of the stairway in...

his home. Unfortunately, the process to “build to order” is lengthy. Our sales representative conducts their sales presentation and if the customer is interested in the product they will coordinate an additional trip to conduct a “photo survey” which includes specific dimensions and photo’s specific to their location. Once that portion of the process is complete it is sent off to the manufacturer where the survey is reviewed and the product is made. The product was installed mid-July 2016 and the customer was not satisfied with the location of the “resting point” of the lift. AIHR immediately communicated back to our manufacturer who agreed to fabricate a custom piece to fit this specific unit to allow the “resting point” to slide a little further down to accommodate Mr. [redacted] request. This process typically takes 6-8 weeks as we have to special order and fabricate product specifically for this home and ship through Customs to arrive in the USA. There are no standard curved lift applications, therefore parts are not readily available which is why the fabrication is customer for each individual home. We contacted Mr. [redacted] the week of September 14th to coordinate the installation of the part needed to remedy his concerns. We were instructed at that time that the customer did not want AIHR to complete the installation and he actually wanted the unit removed. AIHR wants to fulfill their contractual obligation and ensure Mr. [redacted] has a unit that works to his satisfaction.

[redacted] purchased our product and agreed to schedule the installation for September 29th, 2015. The installation took place as scheduled and completed on September 30th, 2015. At time of installation the electrical portion was discussed in length. The fact...

that the building is concrete the electric had to be installed on the interior walls/ceiling and required an additional panel box to meet code. We discussed this with the customer at time of installation and they allowed us to proceed with the installation. Attached are the actual notes from our customer database: After much debate, we offered the customer a discount of [redacted] so they can paint and complete some cosmetics to their liking with the expectation that we send a final settlement agreement to them to sign and return to AIHR. To date, we have not received the signed final settlement agreement discounting the $3,000.00 as previously offered. The product has been installed and in working condition since September 30th, 2015. AIHR has met all contractual obligations and have gone above and beyond by offering a discount to the customer. Our previous offer still stands, once we receive the signed settlement agreement we will refund the customer [redacted]

AIHR did not offer the additional product the customer is disputing due to the location and application of the installation.There is no mention of a hydraulic or automatic rail anywhere on this customers contract. This product is not available in their geographical area nor would it work in this...

application. The sales representative that conducted the initial presentation does not have materials in his/her presentation kit that covers the above mentioned product as we do not offer such there.When we spoke to the sales representative directly regarding this customer he stated the following; "it might be“ cumbersome, or something to that effect and that she would have lift it after she got off the chair, but that she needed it because of the proximity to the front door.”The customer responded stating; "she can't believe she is paying this amount of money for stair lift"AIHR has met all contractual obligations as signed during the initial visit.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]