Alure Home Improvement, Inc.

We were asked to go to the clients house to look at some roof shingles that were lifting up at the gutter line of the roofThis seems to be happening on both sides of the houseWe looked at and fixed the shingles on one side of the house but when we looked at the other side, while the shingles
were lifted it appeared the cause was a structural issue where the roof structure meets the wall of the houseThe rafter tails seem to be sinking into the wallThe service tech explained that he could not fix the issue due to the structural issue and when he relayed the message he was asked to leave the property before fully explaining the reasons or potential cause of the problemWe are willing to go back and look at the issue, investigate it further and come to an action plan based on our findings. *** ***Alure

This complaint has various issues that need to be addressedWe are more than willing to address and take care of any concerns or issues the client has with the workThe last e-mail from the client that I reviewed alluded to the fact that "for now" they did not want us to returnWe are more than
willing to return as previously statedThe question of the payments, I need some time to investigate thisWe assist people in getting financing but do not set payment amounts or quote numbers as they vary based on the amount borrowed and the customers credit ratingsThis is usually done through the lenderI will investigate the clients concerns regarding this and follow up with the Revdex.com. *** ***Alure

We have been in contact with the customer, met with them and have agreed upon a plan of action. I will update you further when all remedies have been successfully completed.

We will set an appointment to look at their concerns and develop a course of action based on the work we were contracted to complete. Will notify you when we have looked at the issues.

We had returned several times to source the leak and could not get it to leak during the tests. It was later discovered that the leak was through the shower doors when it was being used during an actual shower. The issue was a faulty design in the door. We have repaired what was necessary following...

the leaks that occurred and ordered a new custom shower door that will be installed shortly.

We realize that the door frame may not be what the customer expected or willing to accept. At this point, we have spoken to the manufacturer and they have agreed to remake the frame, at their expense, but we need to get the drawings signed off as approved by the customer. I have left messages over...

the last few days and have not received a return call. We cannot move forward with this unless there is an agreement and communication between the parties. I will continue my attempts to reach [redacted] and reach an amicable decision. Alure maintains that our course of action is to replace the frame with one more suitable to the customer, the customer will incur no additional expense above the agreed contract price, the credit of $200.00 remains and Alure will collect the final payment that is due under the terms of the original contract.  Doug C[redacted], COO

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 and the matter has been resolved.
Sincerely,
[redacted]

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 and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], I would like to move forward and allow Alure to rectify the issues discussed in my complaint. Therefore, I would like to withdraw my complaint until further notice.
Sincerely,...


[redacted]

WE HAVE BEEN IN CONTACT WITH THE OWNER AND ARE WORKING TOWARDS A SOLUTION TO THE ISSUE. WE OUR ACCEPTING THE CUSTOMERS SOLUTION AND WE WILL COMPLETE THE WORK IN SHORT ORDER. WE WILL KEEP EVERYONE APPRISED OF OUR PROGRESS. DOUG C[redacted]COOALURE

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]While the company is addressing the "symptoms" of the problem - they are not addressing the problem.  The underlying sub-floor and/or luan was not properly installed.  The luan was screwed down and should have been stapled.  Also, it is quite thin - only 1/4 inch.  Therefore, the screws are protruding through the flooring.  Also, the kitchen floor is lower than the adjacent hallway due to the inadequate thickness of the luan.  The only way to properly address the issue is to redo the entire floor - however, this means removing the appliances.  It would affect the height of the refrigerator and the dishwasher, which in turn would affect the countertop and create other issues.  But this would solve the problem.Another issue is the countertop.  We have advised the company that the seam in the countertop is quite unsightly and there should never have been a seam to begin with.  It is not a large countertop and we have been told that it certainly could have been installed in one piece.So. I will acknowledge that they are making an effort - however, I do feel that I want to keep my complaint as the job did not live up to my expectations and I feel that we will have continuing problems and it seems that having a complaint is the only way to get the company to even try to address them.I hope that this response is objective and to the point.  My initial complaint was not dramatic in any respect as I was trying to indicate what transpired during the supposedly 10 day renovation which has been going on since November *  - so we are now into day 126.  So, I don't think I need dramatics to prove my point.  Final answer is my complaint is not resolved at this time.  Thank you, [redacted]  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

First let me apologize to [redacted]. We do not cold call anyone. We only make contact with people who have made contact with us. That being said, it is not our policy to repeatedly call someone if they ask us not to. I think that there was a misunderstanding about being taken off the list. We can...

remove or block the person from being called in the computer but additionally we print time focused lists. If one of the lists still has that person as a contact, until a new one is generated, it is possible that they may receive another call. We try to never let that happen but sometimes despite our efforts, it does. Byron may have been trying to explain that to [redacted] and just did a poor job. At this point I was in our system yesterday and there is no record for [redacted], the address or the phone number. Again, my apologies and we will make every effort to not reach out to you again. Douglas C[redacted]COOAlure

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:  I have read the response from the business.  The project manager did reach out to my husband who told him to reach out to me via text or email, but he never did.  My husband did not say all was good.  Anyway, the flooring person did come back to address the issue and gave my husband his card so that we could contact him directly if we needed to.  He gave no indication that the problem was fully resolved or was only limited to a few areas.  He seemed to think that he would need to come back.The areas of concern - the countertop and the flooring - have been met with "technical" answers by Alure, which we understand.  However, these technicalities were never told to us in advance of or during the renovation.  We were not informed that the countertop would have a seam and offered other options.  We were not informed of the difficulties installing the flooring and then offered other avenues we could pursue.  Perhaps a different type of countertop or a different manufacturer would have been more suitable for our needs.  Accordingly, if the flooring wasn't working, then tell us what's going on and discuss going with a different type of flooring.  This was part and parcel of the bigger issue of not having a project manager on site daily.  We paid a premium for an upgraded package and to have a manger who would be on top of the subcontractors.  Perhaps these issues could have been addressed if the manger were present (telephone conversations are not a substitute for "being there").  They were so fast in having us sign the contract - but not so fast in doing the job - it took months for the supposed 10 day renovation due to problems with their subcontractors and material delivery issues.  In response to Mr. C[redacted]'s allegation of my personal assault against him - I was forced to deal with him because he is the COO and for no other reason.  I called and asked to speak with the CEO, but never received a response.  I called the "complaint" department and was assured a response - never received one despite my phone calls and email.  I would have rather dealt with anyone else, but could not.  And I am glad he acknowledges raising his hand to me - because no matter how angry I was - I never raised my hand or acted physically.  I was loud, but it was his hand that went up - not mine.   And it was already mid-December, almost a month from the time the job should have been completed.  I am not satisfied with the renovation.  I am not confident that they will stand by their work.  It did not meet my expectations.  And I will not indicate that "all is good".  It is done, thankfully - but not good.       
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

In response to [redacted]s latest response, we have addressed the floor issue and according to [redacted] all is good. The luan substrate that we used is common to the industry, recommended as an underlayment for the type of finished floor we used and does not come in a thicker dimension. In order to meet the height of surrounding floor it would have required the addition of a third layer of material, extremely thin in nature and not recommended due to waffling between the layers. The luan was stapled in all areas but in the suspect area they were not confident that staples would hold so they added some screws. We have addressed that issue and hopefully resolved any situation concerning the floor.   In terms of the countertop, the Demels chose a product called Cambria, which is a countertop material made of quartz composite. The largest sheet size that they make is 132” x 65.5”. The dimension of their counter is 73 1/8” x 81 13/16”. Both dimensions are larger than the 65.5” maximum sheet size. Therefore the counter must have a seam. I’m not sure who provided them with the information that they do not need a seam but that is not the case. We explained that to [redacted] at our last visit to the house.   I would like to address one last issue and that was a personal attack [redacted] made towards me. [redacted] writes in her complaint the following:  [redacted]
  Just for clarification: I am 63 years old, 5’11” and perhaps the only imposing thing on me these days is my waistline. To say she raised her voice makes light of the issue. I understood she was angry. I understood she was upset. I allowed [redacted] to vent her frustration and disappointment for quite some time. When the barrage continued and increased in intensity, I put my hand up in a stop posture and asked her to stop yelling at me. [redacted] did ask me to put my hand down and I said I would as soon as you stop attacking me. And she is correct; her husband did witness it and asked her to calm down as well. This happened December **, 2016 and since that time [redacted] has reached out to me numerous times to be involved in the project. This part of her complaint came from a time period approx. February [redacted] almost two months from my initial visit. I was flying to San Diego at the time and received no less than four phone calls and numerous emails while traveling. I received this email from my office as well.   [redacted]
[redacted]  [redacted]
            My response to [redacted] has already been posted but here is a part of it pulled from her complaint.   And this from the COO (copied and pasted): I see you have tried to reach me. I am on my way to San Diego. I'm not sure what we have to discuss. I've seen your email and your yelp post. It seems as if you have chosen your path. At this point I feel you are unreasonable as we have done everything you have asked only to be faced with more issues each time we come……..   So, here is my response: I have wrongly been portrayed as some type of enforcer, bully or intimidator. I am none of those.  I do admit that I am baffled that if [redacted] was afraid or “fearful” of me why she would continue to reach out to me for help months after my initial meeting. She could have easily asked that someone else help her or that I no longer be involved in order to insure her safety. Perhaps she wasn’t all that fearful. I have been with this company for nearly 23 years. We are not perfect, I am not perfect but I will not personally deal with threats and accusations any longer. This crossed the line and became a personal attack on my character which has been grossly exaggerated to try and help strengthen her position.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Wwhen the 2 men came to my house they went up on the roof didn't explain what they were doing. I can hear all this walking and banging. I notice that 3 of the roof tiles were still lifted upward. I ask them why is the tiles still lifted upward  he said it could be the snow,the skylight beam or structural. He was then ask 3 times who has the authority to authorize the repairs. The man did not answered so at that point they were asked to come down off the roof and call whom ever is incharge. After that they both just left. This happen on Monday and there was no response from Alure. I feel that Alure should pay for the repairs. How is it that 2 months later this is happening. I never noticed any problems with the roof until these people came. How is it that the rafter is now sinking into the wall. They should make the repairs and that would be fairness and customer satisfaction .                                      
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This is the first time we are seeing this complaint. Prior to this we have scheduled and completed the final plumbing inspection. The electrical inspection was set for today but canceled by the client. We need to complete this inspection before calling for a final building inspection. We will work...

to close this out as quickly as possible.[redacted]

We have been in contact with the client and working towards a resolution with the floor issue concerning the project. At this time we will not address the personal allegations posted here or anywhere else that have little merit and seem to be for purposes of dramatic effect. Once the project issues...

have been addressed and rectified, you will be duly informed.

We have scheduled an appointment with [redacted] and [redacted] for Wednesday the [redacted] of September at 2:15 pm to address whatever issue and concerns they may have. I will follow-up with you after the meeting and disclose any new concerns or solutions to any issues that remain.Respectfully,Doug C[redacted],...

VPAlure

Review: Alure was contracted to do a 5 day bathroom which ended up taking almost 3 weeks to complete. When the job was finished several issues were found in the construction of poor work. The walls were never finished and the work is bad. Furthermore there are holes in my kitchen ceiling and the plaster of the wall in the bedroom next to the bath. All communication with Alure goes unanswered. The foreman never returned to look at the work. And no one from Alure has made an effort to resolve the issues. The final complaint in the long list is the amount we were quoted for a monthly payment. We were told less then $200 a month and my bill is now $350 a month almost double what we were quoted.Desired Settlement: A refund of $5,000 to cover repairs in the Kitchen and bedroom as well as for the time from work we needed to take and the extra 2 weeks of not having a bath at home.

Business

Response:

This complaint has various issues that need to be addressed. We are more than willing to address and take care of any concerns or issues the client has with the work. The last e-mail from the client that I reviewed alluded to the fact that "for now" they did not want us to return. We are more than willing to return as previously stated. The question of the payments, I need some time to investigate this. We assist people in getting financing but do not set payment amounts or quote numbers as they vary based on the amount borrowed and the customers credit ratings. This is usually done through the lender. I will investigate the clients concerns regarding this and follow up with the Revdex.com. [redacted]Alure

Review: After Super Storm Sandy I entered into contract with Alure Home Improvement to repair all floors and molding on the first level of my home. The work was completed in April 2013 and in May 2013 the floors began to buckle. After repeated calls, they sent a crew to trim the bedroom door, however the floors continued to buckle and cup. I then sent a letter to their corporate office requesting repairs or refund for the damaged flooring. They then began to sending teams to inspect and finally remove the most damaged flooring in one room. Verbally they do not claim responsibility. I now have a forty thousand dollar repair job. I want a refund so that this work can be finally completed.nDesired Settlement: I need the floors repaired. Refund

Business

Response:

Alure was

contracted to remove the existing oak flooring, hollow core doors, base moldings

and door casings that were affected by the storm in November. Alure, at no time

was responsible or contracted for remediation services or for assessment of any

further damage. The homeowner made us aware at the time of our initial

inspection of the project that there had been various inspections completed by

the insurance company.

The

project was started beginning of April and completed in approximately 2 1/2

weeks. The job was paid in full at the completion of the project. In July of

2013, Alure revisited the site to inspect the homeowners questioning of areas

cupping or buckling in the floor. During the walk through we noticed there were

high levels of moisture at the base trim line and also at various heights along

the wall. The homeowner made us additionally aware that she will be calling

other inspectors to come in and inspect the area.