Aging in the Home Remodelers

[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: [email protected].
Regards,
[redacted]

Installer brought wrong product to installation.. He showed up yesterday  and installed product. Customer stated to me that the job is complete and they are enjoying using their new tub.. Unfortunately it was a human error.  We will work to identify a better process to ensure these types...

of things don't reoccur which by the way is the first time I have ever received this type of complaint.. Thanks

We  have been in touch with the [redacted] and have worked thru the specifics to resolve their concerns (refunding monies to cover additional costs incurred). They have indicated that they are pleased with this resolution. Thank you for bringing this to our attention.

I do not know how to review what the company replied to me.In the past I contacted the stair lift company numerous times.  They did have a technician come out to install it but I had to wait several weeks for them to...

do so.  They promised to send me a copy of the contract but I never received it.  It worked for awhile but I started having issues with it not working.  I contacted them but they couldn't send a technician out for a couple of months later because all of their workers were either to booked up, etc. I finally called them again and it was still the same issue.When I finally got one to come out they checked it and found a kid's toy in the track and fixed it but then it started acting up again and the same problem came up and by that time they told me that the guarantee only covered the part if they it was found to be defective and I would have to pay an extra fee for them to cover the miles they had to cover to get to my house which cost around between $[redacted] to $[redacted] and more for labor.  I kept telling them I was told that I had a lifetime guarantee and they said that only referred to the part that was defective on the chair and every time a technician came out it would be the same but I  remembered them telling me that it wouldn't go into effect until 2 years later.I was so desperate to get this chair running I finally agreed to let them send one out about 6 months later and he fixed it but I was unhappy with his attitude he did waive the fee.  I used it about 4 or 5 times and it get stuck on the top of the stairs and wouldn't come down,  We looked up the codes on the internet which appeared to be a 1, 4, 6, as we were checking the chair realized a screw wasn't applied properly and was causing the sensor to not work probably.  We also found a couple of springs and a screw beneath the chair on the track.So I believe it was poor workmanship that caused this chair not to work properly.  If they were so concerned about fixing or remodeling equipment for the aging why were their work ethics so lousy.  I paid over $[redacted] dollars for this equipment to work.  Every time I phoned them they told me we've a lot of good reviews.

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
the customer called back and said that he found a message from the business cancelling the service on the 9th but it did not have a date to reschedule this and they have not been in contact with her after that.

Aging in the Home Remodelers has been in regular contact with the client regarding the issues with her lift. We are currently working on diagnosing her issue, setting an appointment and providing the necessary repairs to resolve this issue. We will remain in contact with our client until...

the repairs are complete and we will monitor the situation afterwards by providing follow-up calls until we feel this particular issue has been fully resolved and shows no signs of resurfacing.

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
The complaint that I submitted on 4/7/15 Id [redacted] has not
been resolved. The walk in tub was never installed properly. The plumbing and the
electrical would not pass inspection by the [redacted]. No work
permits were applied for to do the installation of the walk in tub. I was told
that all work permits would be gotten before the work would start. No one has
contacted me to correct any of these problems. My credit card was charged for
the complete balance without my permission.Thank you,[redacted]

I received the complaint from Ms. [redacted].  I'm very sorry to hear about these issues.  There was a message from early April that she had contacted someone in our office, and in looking through our notes, that person forwarded the message on, or thought she did.  However, it...

appears the message didn't get relayed properly.  The last contact prior to that was last December.  As far as her solution to take the tub out and return her money, unfortunately we cannot do that as this is a custom construction project.  However, we definitely should make sure there are no issues, and I will do whatever I can to make sure any issues are resolved.I will contact her today and get the ball rolling on fixing whatever the issues may be as quickly as possible.  Thank you.

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
this complaint must go to legal action, the salesman involved in selling this standard lift, had apparently signed my father's name to 2 checks in the amount of [redacted] x 2 the only check that was not forged was a check in the amount of [redacted]. this stairlift is a basic stairlift and not a Cadillac of all stairlifts with a plush chair and all the extras detailed in [redacted] sales pitch. I am accusing the company of selling and accepting unauthorized payments in which [redacted] in his own handwriting signed my father's checks without my father's permission. this stairlift is NOT a [redacted] stairlift with all the upgrades that were told when discussing the difference in a std and a top of the line lift. there is no reason for this basic  lift to have stopped working in a little over a month and to trouble shoot a bad battery is a pretty hard fix over the phone it took 6 days to replace battery and it is a lie to say they did not try to charge my father with a $**.00 charge for battery I had to drive over to my father's home and raise a fuss over my father being billed, my father was ready to pay the installer [redacted] until I put a stop to it. I had the installer call the company and I refused to Pay for the battery. the company did not just out of the kindness not to charge for this I refused. again this apparently is a legal matter because two checks were signed by the salesman and without permission.

Dear Revdex.com,The dispute between myself and AIHR with the installations of a Jacuzzi walk-in bathtub and an Easy Climber stair lift. The company finished the installations yesterday and we  are very pleased with the results. Mike M[redacted] the Sales Manager in Colorado called me, which resulted in a congenial conversation and apologies for the “bumps in the road.” The company offered a financial refund of $500, which we accepted with gratitude and the issues are resolved. Can you please amend the files that the customer’s complaints   were satisfactorily resolved.Thank you for your efforts on my behalf.Sincerely,[redacted]

On the initial installation which was on 7/27 we received info that our installer had caused some wall damage. We fixed this and then were requested to do some painting which we also did and Ms [redacted] mentioned to me it was done very satisfactorily. It was not until 8/20 that there was a problem with the water heater. Apparently 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 responding. We contacted our plumber Mckenzie plumbing and they tried a number of times to contact the [redacted] to come out and resolve their issue but could not get a returned call. I suspect that they had already decided they didn't want it fixed. We 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 for. We are bound by our contract to complete our job and the customer needs to allow us that opportunity. We 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 refund. We 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 too. I explained that we could not do that for many different reasons I.e  could not warranty some other vendors product, etc.. I 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 proposal. I 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 warranty. We are trying.

On behalf of everyone here at Aging in the Home Remodelers, we are deeply sorry to Mr & Mrs [redacted] for the delays associated with the installation of their new custom curved stairlift. We have attempted to complete installation on at least 8 separate occasions since April 25. Each time, we have...

engaged the support of the stairlift manufacturer for both parts & tech support. The latest update is that we have ordered a new chair that is scheduled to deliver to the customer's home on May 27. Upon confirmation of delivery, we will return to the home to complete the installation. Again, we apologize for the extensive delays associated with the installation. We expect to successfully complete the installation by the end of this week (May 31).

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.

[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.]
Better Business...

Bureau:
I was unable to open the response from AIHR but they did contact me by telephone on April 7 and sent a local contractor to recaulk the area in question.  I am provisionally approving their response.  The initial problem with the caulking showed up a little over 3 weeks after installation so time will tell if the repair will be adequate.

The stairlift has been scheduled to be removed on 3/12. A full refund has been processed. Very disappointed that we were unable to make this work for Mr.[redacted].

We are significantly disappointed to learn that the Points would be against the hiring of American workers to conduct work anywhere in the U.S. and that we should never provide new workers the opportunity to work at a craft after having achieved a certification.It is completely untrue that any...

installer was unprepared. On the contrary, every installer completes a rigorous certification program before getting work from our organization. The evidence that we properly prepared this installer is attached. All installers were provided spec sheets, drawings and pictures of the area to install. To say that an installer has no right to do his first install is to say he has no right to work in America. This is unfair and disappointing.All of our installers were prepared and provided all details of the work. The product was clearly installed properly. And 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% less. This 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 fact. This is a deceptive act by a consumer trying to work the system. The 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 work.The 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 home. This is an unfair and unreasonable request. At 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 work. Our counter-proposal, therefore, is to have the customers pay their balance in full and we will schedule completion of the job lift installation. The customers are currently in possession of property they have not paid for. We will need to either collect that property or to receive payment for the ordered job.

[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 was unable to open...

the response from AIHR but they did contact me by telephone on April 7 and sent a local contractor to recaulk the area in question.  I am provisionally approving their response.  The initial problem with the caulking showed up a little over 3 weeks after installation so time will tell if the repair will be adequate.

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
The customer called and said that while the business did reach out to her on May 9, 2016. She was told they would send someone out but she has never been contacted since then.

[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]  My father greatly appreciates and is relieved that he is getting his entire refund back.   
Regards,
[redacted]

RE: ID #[redacted]
This complaint against JACUZZI is not resolved and far from it!  This letter is to rebut the claims made by JACUZZI First Street and JACUZZI AGING IN THE HOME REMODELERS!
The last correspondence from the JACUZZI representative stated “THEY WERE TRYING”. 
PROOF OF JACUZZI   “NOT TRYING”  IS VERY WELL DOCUMENTED IN PAST CORRESPONDENCE!!  MY FIRST COMPLAINTS WERE ADDRESSED TO FIRST STREET LOCATED AT COLONIAL HEIGHTS, VA. STARTING AUG. 10, 2015 ON JACUZZI FACE BOOK MESSENGER!
* THAT HAS BEEN JACUZZI’S WHOLE PROBLEM FROM THE BEGINNING! *
Our many complaints sent asking for JACUZZI’Shelp to correct the hot water problems started on Aug. 14 and Aug. 24 to JACUZZI Corp, also to JACUZZI First Street by Face Book Messenger were ignored, disregarded with no response from JACUZZI!!
The only response we got from JACUZZI representatives were letters dated Sep. 11 and Sep. 30 demanding payment insisting their job was finished!  This is included in past attachments also included in an attachment here!!
JACUZZIhas a 100% satisfaction guarantee as stated in all of the JACUZZI advertisements! (Which is documented at the end of this letter, also in my previous attachments.)
We have been dissatisfied with JACUZZI customer service since the very beginning!   JACUZZI has caused me and my family so very much distress, disgust, inconvenience and disruption in our lives since the beginning with their lack of knowledge and confusion of their JACUZZIactivity.  We related this to JACUZZIover and over trying to get JACUZZI to honor their word and stand behind their JACUZZI work, getting no regard to our appeals!  Even after sending 4 certified letters to JACUZZI Corp. headquarters!   Including one to the President of JACUZZIin Chino Hills, CA. One to Corp Headquarters at FIRST STREET In Colonial Heights, VA.  Another to Corp. Headquarters to the Vice President at Lakewood, CO. dated Aug. 24 and Aug. 26, 2015.
There have also been many messages via their JACUZZI Face Book messenger!  Never getting the acknowledgement or help needed, instead we got threatening and confused letters and phone calls from them insisting the job was finished and demanding full payment with quite a lot of damage to my walls among other problems such as no hot water going into their JACUZZItub!   Our complaints were ignored! 
In the very beginning JACUZZI started off with a no show for 3 days!   JACUZZI also started off fraudulently telling us our HWH had a leak, which it did not!  JACUZZI said we had to have a larger HWH then JACUZZIfraudulently installed a smaller one!
One of the many things they were confused about was calling the HWH problem a "water pressure" problem! That was not the problem and we don't know how they could have thought it was!  The problem was not getting any hot water into the tub that JACUZZI installed!   Customer service has seemed confused and very disrespectful, argumentative and rude from the beginning!
We still have no hot water going to their JACUZZItub!  There is hot water everywhere else in the house, but not to their JACUZZItub!
JACUZZIdisregarded all of our many attempts to get this job finished!
The JACUZZI representatives have not been honest with us from the very beginning!
JACUZZI has not stood behind their work, they have ignored our very many complaints begging for their help to satisfactorily complete the job!
After so many attempts to get JACUZZI’S help and regard to our complaints, and their carelessness, rude, argumentative and confused manner of business we lost all faith in JACUZZI!  
On one of the occasions that a JACUZZI representative called on the phone after I had done literally everything I knew to do to get JACUZZIto resolve the problems with their JACUZZItub, I told them that based on their service history with us being ignored and failing to respond to our complaints having broken faith so very many times that we could not feel confident that they would ever fix all of the many problems!  The only resolve left is to please refund all of our money, take out their JACUZZIwalk in tub, replace or compensate us for our cast iron bath tub and for the .. fraudulently installed hot water heater!  I was told "NO" that they would not do that and that I could not return the tub!  They would not agree to that!  Their 100% Satisfaction Guarantee is in 100% conflict with their actions!  
On Nov. 27, it was 4 months since their JACUZZIinstallation started and has not been completed!  Other discrepancies are: caulking is sloppy and UNACCEPTABLE!  Trim and tub colors do not match which is UNACCEPTABLE!  Trim is installed crooked and UNACCEPTABLE!  The JACUZZI installer said it was the best he could do which is UNACCEPTABLE!
In my opinion, and with my personal experience with JACUZZI, I would not recommend JACUZZI to anyone! 
On a scale of 1 – 10   JACUZZI deserves a – 10![redacted]