To whom it may concern:
In response to the complaint filed by *** *** regarding the eyebrow windows installed in his home we would like to apologize for any dissatisfaction he feels in the product or the installation
As far as the question of the custom nature of the windows, they are
customThe eyebrow windows we install for our customers are of the highest quality and, as are all of our windows, are custom made to the measurements we provide to the factoryIt is standard procedure for curved eyebrow windows to be framed in some way due to the fact that while we do provide length and height measurements we are not able to control the exact slope of the window on the curved side and so framing is necessaryWe have confirmed with the factory that the correct length and height measurements were provided
When houses are built it is common for openings to be made to fit the windows provided, so additional framing is not necessary, when at a later date these original windows are replaced it is obviously not an option to make the opening fit the window since the opening is already existing
We would be happy to provide documentation to the customer that the order was placed with the correct width and height measurement
We do not feel that any wrongdoing or oversight was made on our part in this situationOf course we do welcome any response the customer has in this matter
Sincerely,
Remodel USA Inc
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to us with additional comment:We do feel that in view of the fact that our efforts were in vain to ever get our deposit returned considering it's been a year we've been trying.We feel interest the company has earned and that the explanation furnished by company deserves also return of interest earned for the past year and should be included in the return however; we know how many times the nasty replies that we received we are thankfulfor the assistance of Revdex.com who was notified and acted on our behalf in order that the decision was made to at least return the deposit after a year. Thank you Revdex.com for your help and for your honest organization as we made several calls as well as declining the various offers verbal & written without any results.Regards,*** & *** ***
Date: Wed, Feb 1, at 12:PMSubject: Complaint ***To: *** *** *** ***, *** *** *** has received a copy of our standard labor Warranty, as she has indicated in her response to the Revdex.com Please accept this email as confirmation that this labor Warranty applies to the work performed by Remodel USA, Incpertaining to the contract dated September 22, at her address of *** *** *** **., Fort Washington, MD ***. Sincerely, Nicole S
From: Nicole S*** Date: Thu, Feb 4, at 4:PMSubject: Complaint ***To: *** *** *** ***, Wayne P***, our Project Manager for that area, was in contact with *** *** to let him know that he would be coming to trace the glass for these windows in the second week of February so that we can replace the glass with a more appropriate size. I believe this may have happened since the complaint came in on January MrP*** will speak with *** *** tomorrow to set a firm date and time to complete this task. Thank you, Nicole *S*CFO/COO Remodel USA, IncHampton Park Blvd.Capitol Heights, MD 20743PH: ###-###-####***@emodelusa.com
*** ***,
I do apologize for the confusion regarding this matterWe do use a pre-authorization "soft pull" credit check prior to coming out to our appointments, this is similar to what car finance companies use to send out the pre-approved financing letters they regularly send to consumers
This is not an invasion of privacy, the only required information to initiate a pre-authorization is the individual's name and address, which we received from you directly when you called in from our television commercial on December 2,
Secondly, I can assure you that whatever has happened with you and the county, we did not instigate any sort of code inspectionWe cannot do so unless we have applied for a permit, which requires us to have a contract, and then have been issued a permitIt is not possible for a contractor to obtain any sort of inspection without obtaining a permit from the county
In order to ensure that you are confident that we have nothing to do with your violation, I looked up you address on the PG County permit search (this is public record), which can be done at this website:
***
These were the results:
Permit History
Application Date
Permit Number
Permit Name
Permit Type
Work Description
Permit Mode
Issuance Date
3/18/12:00:AM *** *** * (RESIDENTIAL) SHED/GARDEN CLOSED
1/16/3:11:PM *** *** *** *** *** ** (VIOLATION) PERMITTED
When I did this, I saw that you do have a permit in violation, the permit number is: ***
Please note, that the is indicative that this permit was created in I then looked up this permit at the website (also public record):
***
This is what came up:
Permit Details:
Permit Number : ***
Permit Name : BVN *** *** ***
Address : *** *** *** Capitol Heights, ***
Permit Type : VN (VIOLATION)
Permit Use Type : Residential Living
Work Description :
Date Applied : Saturday, January 16,
Permit Status : PERMITTED
Estimated Completion Date :
I confirmed that our license is not at all related to this permit based on the results aboveI do not know why this permit was initiated or who initiated this permit
I then called the PG County DPIE at ###-###-#### to attempt to find out what prompted the inspection that you believe we initiatedI spoke with a person who told me that I needed to talk with either *** *** *** or her supervisor, *** *** ***, to find out what caused the violationUnfortunately neither of them were there when I called, I did leave a voicemail for *** *** *** and I hope to hear back from him within a couple of days
I do welcome you to also call the DPIE about this, we did not have anything to do with this violation and obviously do not what you to think that we did
To be frank, we regularly have appointments with consumers during which they do not decide to contract with us, we do not make any sort of attempt at retribution for their decision, which seems to be what you are accusing us of doingDuring the calendar year we had 5,of these appointments, which did not result in our contracting for work, never have we ever been accused of prompting some sort of building violation afterwards
I hope that this message will ease your concerns and convince you that we had nothing to do with your violation, but if it does not then I urge you to contact the DPIE at the number I provided to you so that you can be reassured by them directly as to what did cause the violation inspection
Thank you, Nicole S*** Remodel USA Inc
RE: Complaint ID ***Dear Ms*** ***,First, allow me to apologize for the extremely late response to your complaint with the Revdex.com, unfortunately, due to a communication mishap, we did not receive your complaint until last week.Second, I would like to confirm with you
that your complaint was resolved to your satisfaction as we have cancelled your contract as you requested and refunded your deposit in full.Please do respond to this communication through the Revdex.com and let us know if there is anything further we need to do to resolve your complaint to your satisfaction.Sincerely,Nicole MO*** CFO/COO
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:The company has not been in contact with us regarding, the replacement of the windows installed by them Our complaint #ID*** A MrP*** from Remodel USA came to our home, saw the installed windows and agreed that they were the wrong shape and sizeWe have not hear from him nor the company since .Replace the windows installed by the company with the correct size/shape windows that were originally described in the contractThe company has not been in contact with consumerThe complaint was filed previously on October 11,
Regards,
*** ***
*** ***,
The program we use for doing the pre-approval checks is called Decision Power, it is a pass fail system that only requires the consumer's name and addressWe do not have your social security number and we did not (and could not) pull a full credit profile
Our representativeTed C***, came to your home on December 4, at 2:pmI believe this meeting lasted approximately hours as Ted C*** called in with the result of this meeting to our dispatcher at 4:pm that dayAnother representative of ours, Khader M*** came back out to your and met with your husband on December 6, at pm
Your and your husband, *** ***', names and address were provided to us via phone on December 2, Your husband called us via a television commercial we run on *** at 1-888-NEW-ROOM from 202-437-at 12:pm on December We returned his call that same day at approximately pm and then scheduled an appointment with him for December
I really don't know what else to say, we did not do anything untoward to obtain your informationWe do not just show up to the homes of individuals unannounced and without having scheduled and confirmed an appointment in advance
I hope this satisfies your request to know how we obtained your information
Thank you, Nicole S***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and am waiting to make sure this situation is resolved by remodel usa
Regards,
*** ***
From: [redacted] <[redacted].com>Date: Tue, Aug 16, 2016 at 11:45 AMSubject: Complaint #[redacted] vs. Remodel USA, Inc.To: [redacted]@myRevdex.com.orgDear [redacted],The referenced complaint has be completely resolved. No further involvement from Revdex.com is required.Thank you.[redacted]
We are very sorry that [redacted] had such a negative experience dealing with one of our staff members. We have cancelled her job as requested and are refunding her an agreed upon amount of her deposit.Thank you
[A default letter is provided here which indicates your acceptance of the...
business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[redacted]
I am very sorry for the unwanted contact you have received, I have personally ensured that you have been placed on our Do Not Call list and also that your phone number has been totally removed from our database.
I am certain that you will not have any continued contact, unless you...
request more information from us in the future.
I hope this action will statisfy your complaint.
Thank you,
Nicole S[redacted]
To whom it may concern:We are sincerely sorry for the inconvenience, I have ensured you will not receive any further calls by putting you on our DNC list. Thank you
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Dear Ms. [redacted],First, allow me to apologize for the extremely late response to your complaint with the Revdex.com, unfortunately, due to a communication mishap, we did not receive your complaint until last week.Second, I would like to assure you that we are 100 percent to address...
any remaining service issues you may be having with your [redacted] Walk-In Tub. We have tried to contact you on several occasions regarding your service needs, unsuccessfully. Please contact our Production Coordinator, Jesse H[redacted], at ###-###-#### regarding any remaining service issues that you need to have addressed.Please do respond to this communication through the Revdex.com and let us know if there is anything further we need to do to resolve your complaint to your satisfaction. Thank you very much for your business!Sincerely,Nicole M. O[redacted]CF?/C??
From: Nicole S[redacted] Date: Wed, Dec 30, 2015 at 11:25 AMSubject: Complaint #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>[redacted], While we are no longer affiliated with [redacted] Walk-In Tub Co. and they are operating in our former geographic territory themselves at this...
point, we will be happy to send a technician to service your tub. I am sorry about the delayed response, I only became aware of your complaint today. Either Jesse H[redacted] or Wayne P[redacted] will be contacting you directly at ###-###-#### by Monday, January 4 to schedule an appointment to come and diagnose the problem. If possible the problem will be fixed during that appointment, however, if parts need to be obtained then a follow up appointment may be necessary. I apologize that your contact to our Waynesboro office number on your contract was not successful, but we have changed our phone system/provider since your original purchase date. For future reference, our toll-free service phone line is ###-###-####. Thank you, Nicole *. S[redacted]CFO/COO Remodel USA, Inc.[redacted]Capitol Heights, MD [redacted]PH: ###-###-####
[redacted]
We will be happy to refund your $197.50. Can you please confirm that you want this check to be made out to [redacted] and mailed to [redacted] N, Danville, VA [redacted], as stated in your complaint? This information is not the same as in our database, which is [redacted] N, Danville, VA [redacted].
Thank you
Nicole S[redacted]
Today I was able to speak with Mr. [redacted] and have sent him the following email at his request (directly to his email), I am providing it here as well, as I informed him I would.Thank youRemodel USA Inc. Mr. [redacted],Thank you for taking a few minutes to speak with me today. While we would...
very much like to resolve the issues you are experiencing with your bathroom project with us, unfortunately, we do not have someone to send out to fix them for you at this point. What we would like to do is for you to obtain an estimate from another local contractor to remedy the issues that you still have, once you do this, please email the estimate to me here or have the contractor send it to me directly.I will also send this message to the Revdex.com so that they are aware of what we have discussed.Thank you,Nicole M. S[redacted]CFO/COO .
To whom it may concern:
In response to the complaint filed by *** *** regarding the eyebrow windows installed in his home we would like to apologize for any dissatisfaction he feels in the product or the installation
As far as the question of the custom nature of the windows, they are
customThe eyebrow windows we install for our customers are of the highest quality and, as are all of our windows, are custom made to the measurements we provide to the factoryIt is standard procedure for curved eyebrow windows to be framed in some way due to the fact that while we do provide length and height measurements we are not able to control the exact slope of the window on the curved side and so framing is necessaryWe have confirmed with the factory that the correct length and height measurements were provided
When houses are built it is common for openings to be made to fit the windows provided, so additional framing is not necessary, when at a later date these original windows are replaced it is obviously not an option to make the opening fit the window since the opening is already existing
We would be happy to provide documentation to the customer that the order was placed with the correct width and height measurement
We do not feel that any wrongdoing or oversight was made on our part in this situationOf course we do welcome any response the customer has in this matter
Sincerely,
Remodel USA Inc
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to us with additional comment:We do feel that in view of the fact that our efforts were in vain to ever get our deposit returned considering it's been a year we've been trying.We feel interest the company has earned and that the explanation furnished by company deserves also return of interest earned for the past year and should be included in the return however; we know how many times the nasty replies that we received we are thankfulfor the assistance of Revdex.com who was notified and acted on our behalf in order that the decision was made to at least return the deposit after a year. Thank you Revdex.com for your help and for your honest organization as we made several calls as well as declining the various offers verbal & written without any results.Regards,*** & *** ***
Date: Wed, Feb 1, at 12:PMSubject: Complaint ***To: *** *** *** ***, *** *** *** has received a copy of our standard labor Warranty, as she has indicated in her response to the Revdex.com Please accept this email as confirmation that this labor Warranty applies to the work performed by Remodel USA, Incpertaining to the contract dated September 22, at her address of *** *** *** **., Fort Washington, MD ***. Sincerely, Nicole S
From: Nicole S*** Date: Thu, Feb 4, at 4:PMSubject: Complaint ***To: *** *** *** ***, Wayne P***, our Project Manager for that area, was in contact with *** *** to let him know that he would be coming to trace the glass for these windows in the second week of February so that we can replace the glass with a more appropriate size. I believe this may have happened since the complaint came in on January MrP*** will speak with *** *** tomorrow to set a firm date and time to complete this task. Thank you, Nicole *S
*CFO/COO Remodel USA, IncHampton Park Blvd.Capitol Heights, MD 20743PH: ###-###-####***@emodelusa.com
*** ***,
I do apologize for the confusion regarding this matterWe do use a pre-authorization "soft pull" credit check prior to coming out to our appointments, this is similar to what car finance companies use to send out the pre-approved financing letters they regularly send to consumers
This is not an invasion of privacy, the only required information to initiate a pre-authorization is the individual's name and address, which we received from you directly when you called in from our television commercial on December 2,
Secondly, I can assure you that whatever has happened with you and the county, we did not instigate any sort of code inspectionWe cannot do so unless we have applied for a permit, which requires us to have a contract, and then have been issued a permitIt is not possible for a contractor to obtain any sort of inspection without obtaining a permit from the county
In order to ensure that you are confident that we have nothing to do with your violation, I looked up you address on the PG County permit search (this is public record), which can be done at this website:
***
These were the results:
Permit History
Application Date
Permit Number
Permit Name
Permit Type
Work Description
Permit Mode
Issuance Date
3/18/12:00:AM *** *** * (RESIDENTIAL) SHED/GARDEN CLOSED
1/16/3:11:PM *** *** *** *** *** ** (VIOLATION) PERMITTED
When I did this, I saw that you do have a permit in violation, the permit number is: ***
Please note, that the is indicative that this permit was created in I then looked up this permit at the website (also public record):
***
This is what came up:
Permit Details:
Permit Number : ***
Permit Name : BVN *** *** ***
Address : *** *** *** Capitol Heights, ***
Permit Type : VN (VIOLATION)
Permit Use Type : Residential Living
Work Description :
Date Applied : Saturday, January 16,
Permit Status : PERMITTED
Estimated Completion Date :
I confirmed that our license is not at all related to this permit based on the results aboveI do not know why this permit was initiated or who initiated this permit
I then called the PG County DPIE at ###-###-#### to attempt to find out what prompted the inspection that you believe we initiatedI spoke with a person who told me that I needed to talk with either *** *** *** or her supervisor, *** *** ***, to find out what caused the violationUnfortunately neither of them were there when I called, I did leave a voicemail for *** *** *** and I hope to hear back from him within a couple of days
I do welcome you to also call the DPIE about this, we did not have anything to do with this violation and obviously do not what you to think that we did
To be frank, we regularly have appointments with consumers during which they do not decide to contract with us, we do not make any sort of attempt at retribution for their decision, which seems to be what you are accusing us of doingDuring the calendar year we had 5,of these appointments, which did not result in our contracting for work, never have we ever been accused of prompting some sort of building violation afterwards
I hope that this message will ease your concerns and convince you that we had nothing to do with your violation, but if it does not then I urge you to contact the DPIE at the number I provided to you so that you can be reassured by them directly as to what did cause the violation inspection
Thank you, Nicole S*** Remodel USA Inc
RE: Complaint ID ***Dear Ms*** ***,First, allow me to apologize for the extremely late response to your complaint with the Revdex.com, unfortunately, due to a communication mishap, we did not receive your complaint until last week.Second, I would like to confirm with you
that your complaint was resolved to your satisfaction as we have cancelled your contract as you requested and refunded your deposit in full.Please do respond to this communication through the Revdex.com and let us know if there is anything further we need to do to resolve your complaint to your satisfaction.Sincerely,Nicole MO*** CFO/COO
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:The company has not been in contact with us regarding, the replacement of the windows installed by them Our complaint #ID*** A MrP*** from Remodel USA came to our home, saw the installed windows and agreed that they were the wrong shape and sizeWe have not hear from him nor the company since .Replace the windows installed by the company with the correct size/shape windows that were originally described in the contractThe company has not been in contact with consumerThe complaint was filed previously on October 11,
Regards,
*** ***
*** ***,
The program we use for doing the pre-approval checks is called Decision Power, it is a pass fail system that only requires the consumer's name and addressWe do not have your social security number and we did not (and could not) pull a full credit profile
Our representativeTed C***, came to your home on December 4, at 2:pmI believe this meeting lasted approximately hours as Ted C*** called in with the result of this meeting to our dispatcher at 4:pm that dayAnother representative of ours, Khader M*** came back out to your and met with your husband on December 6, at pm
Your and your husband, *** ***', names and address were provided to us via phone on December 2, Your husband called us via a television commercial we run on *** at 1-888-NEW-ROOM from 202-437-at 12:pm on December We returned his call that same day at approximately pm and then scheduled an appointment with him for December
I really don't know what else to say, we did not do anything untoward to obtain your informationWe do not just show up to the homes of individuals unannounced and without having scheduled and confirmed an appointment in advance
I hope this satisfies your request to know how we obtained your information
Thank you, Nicole S***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and am waiting to make sure this situation is resolved by remodel usa
Regards,
*** ***
From: [redacted] <[redacted].com>Date: Tue, Aug 16, 2016 at 11:45 AMSubject: Complaint #[redacted] vs. Remodel USA, Inc.To: [redacted]@myRevdex.com.orgDear [redacted],The referenced complaint has be completely resolved. No further involvement from Revdex.com is required.Thank you.[redacted]
We are very sorry that [redacted] had such a negative experience dealing with one of our staff members. We have cancelled her job as requested and are refunding her an agreed upon amount of her deposit.Thank you
[A default letter is provided here which indicates your acceptance of the...
business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[redacted]
I am very sorry for the unwanted contact you have received, I have personally ensured that you have been placed on our Do Not Call list and also that your phone number has been totally removed from our database.
I am certain that you will not have any continued contact, unless you...
request more information from us in the future.
I hope this action will statisfy your complaint.
Thank you,
Nicole S[redacted]
To whom it may concern:We are sincerely sorry for the inconvenience, I have ensured you will not receive any further calls by putting you on our DNC list. Thank you
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Dear Ms. [redacted],First, allow me to apologize for the extremely late response to your complaint with the Revdex.com, unfortunately, due to a communication mishap, we did not receive your complaint until last week.Second, I would like to assure you that we are 100 percent to address...
any remaining service issues you may be having with your [redacted] Walk-In Tub. We have tried to contact you on several occasions regarding your service needs, unsuccessfully. Please contact our Production Coordinator, Jesse H[redacted], at ###-###-#### regarding any remaining service issues that you need to have addressed.Please do respond to this communication through the Revdex.com and let us know if there is anything further we need to do to resolve your complaint to your satisfaction. Thank you very much for your business!Sincerely,Nicole M. O[redacted]CF?/C??
From: Nicole S[redacted] Date: Wed, Dec 30, 2015 at 11:25 AMSubject: Complaint #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>[redacted], While we are no longer affiliated with [redacted] Walk-In Tub Co. and they are operating in our former geographic territory themselves at this...
point, we will be happy to send a technician to service your tub. I am sorry about the delayed response, I only became aware of your complaint today. Either Jesse H[redacted] or Wayne P[redacted] will be contacting you directly at ###-###-#### by Monday, January 4 to schedule an appointment to come and diagnose the problem. If possible the problem will be fixed during that appointment, however, if parts need to be obtained then a follow up appointment may be necessary. I apologize that your contact to our Waynesboro office number on your contract was not successful, but we have changed our phone system/provider since your original purchase date. For future reference, our toll-free service phone line is ###-###-####. Thank you, Nicole *. S[redacted]CFO/COO Remodel USA, Inc.[redacted]Capitol Heights, MD [redacted]PH: ###-###-####
To whom it may concern:Our Project Manager has spoken with this customer and resolved these issues.Thank you,Nicole S[redacted]
[redacted]
We will be happy to refund your $197.50. Can you please confirm that you want this check to be made out to [redacted] and mailed to [redacted] N, Danville, VA [redacted], as stated in your complaint? This information is not the same as in our database, which is [redacted] N, Danville, VA [redacted].
Thank you
Nicole S[redacted]
Today I was able to speak with Mr. [redacted] and have sent him the following email at his request (directly to his email), I am providing it here as well, as I informed him I would.Thank youRemodel USA Inc. Mr. [redacted],Thank you for taking a few minutes to speak with me today. While we would...
very much like to resolve the issues you are experiencing with your bathroom project with us, unfortunately, we do not have someone to send out to fix them for you at this point. What we would like to do is for you to obtain an estimate from another local contractor to remedy the issues that you still have, once you do this, please email the estimate to me here or have the contractor send it to me directly.I will also send this message to the Revdex.com so that they are aware of what we have discussed.Thank you,Nicole M. S[redacted]CFO/COO .