American Exteriors & Masonry

[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: [redacted] I never expected to solve this issue with this business via Revdex.com; they're very argumented and not customer-service orientedHowever, I thought to give it a tryPlease no need to continue back and forth; I am taking this case one step further: to the court.....they will hear from my lawyer soonThank you for your time and effert in trying to solve this issue Regards, [redacted] ***

Date: Fri, Sep 23, at 1:PMSubject: Client Complaint Revdex.com - American Exteriors & Masonry [redacted] ,We have resolved the complaint filed by our client [redacted] todayWe have completed the work regarding the replacement of the broken Dryer VentThe before and after pictures are attached to this emailIf you have any questions please contact us.Best Regards,Justin G

Date: Fri, Aug 25, at 8:AM [redacted] They came out this week and redo the whole patio Everything looks good now Hopefully it will last this time Thank you so much for all your help Could you please close this case or some me how to do it on the website? [redacted] [redacted] ***

From: [redacted] G [redacted] < [redacted] @american-exteriors.com>Date: Mon, Jul 13, at 5:PMSubject: Complaint filed with Revdex.com - American Exteriors & MasonryTo: [redacted] @myRevdex.com.orgCc: [redacted] < [redacted] @american-exteriors.com> [redacted] We are responding to the complaint filed by [redacted] with the Revdex.comIn his complaint he mentioned that we installed the wrong railing and fastener system.Attached to this email you will find a copy of the contract and email sent by [redacted] ***We installed white vinyl rails as stated in the contractWe also installed the fastener system for his deck that he agreed to per his email that was sent to the owner of the company ( [redacted] )We satisfied the contract with a high quality installationWe would like to resolve this complaint as soon as possibleWe value our A+ rating with the Revdex.com and pride ourselves on our high quality craftsmanshipPlease contact us with any questions or if you need more information.Best Regards, [redacted] G [redacted] Operations ManagerAmerican Exteriors & MasonryBarksdale Drive NE | Leesburg, VA 20176American-Exteriors.com [redacted] @American-Exteriors.com###-###-#### Office | ###-###-#### Mobile###-###-#### Fax *A Veteran Owned Small Business

Tell us why hereThe client is correct when he said we have come out several times and did repairs to his patioThe issue is that the builder left him with back fill which is not completely compactedEven though this is technically an unwarranted item, we came out twice and rebuilt the base at no charge to the clientI spoke with the client over the winter when he told me his dirt sank againWe agreed that when the weather got better, either he would call me or I would call himNeither of those occurredI left the client a message to call me to set the repair date and have not heard back from him

Not to go tit for tat but I checked my notes and myself and the client agreed that either he would call me or I would call himI didn't hear from him so I assumed he was busy or maybe out of the country like many of my other clientsAs I said before, we had a pleasant conversation which is what surprised me about this complaintI also responded by saying they could again call me to set up an appointment to fix the patio, I still have not heard back from them until nowTo be clear, the problem with the project is not the installation of the patio itself but the back fill that was present when the client bought the houseI have no control over loose soil and is not a warranted itemWe said we will do the repair even though it is not under warrantyWe already did a repair once and the soil continues to sinkWe will service it again and at no cost, all I asked is for the client to call me to set an appointment to have my crew come out, which is how we left it now twice before.PLEASE CALL MY OFFICE TO SET AN APPOINTMENT TO HAVE MY SERVICE TECH COME TO YOUR HOME TO DO THE NECESSARY REPAIRS.Thank you

[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: [redacted] I am rejecting this response because: I am rejecting this response because: the decking boards that need to be installed with hidden screws should have "grooving" in it so the screws won't show; I have holes all over the deck, this is not a hidden system! I have another deck builder looking at it and he told me that the decking board is not the right one because it is not grooved and the quality is poorThe sales rep showed us grooved decking board and told us that what will be used but that is not the caseI complained about the screws that they weren't hidden and the holes all over the deck but the business owner was difficult to deal with! I never agreed to their hidden system by writing; I would like to see that email! Again, they are not being honest and they’re playing with wordsI agreed to a hidden system; however, since they used a cheaper decking boards that doesn’t have grooves in it, the hidden system is not hidden anymore; it is a hole system and holes are all over the deck! For the rail, they told us they will use [redacted] railing but looking at the contract again, they cheated us and marked vinyl instead; so they told us something and marked the contract something, in other words, cheated us from day one! Regards, [redacted] ***

We feel that [redacted] 's accusation has no merit [redacted] originally changed the roof design at about the six week markHe subsequently requested design changes to the support posts, so we brought in an architect to meet with [redacted] and myself to make the changesHe wanted them to match the existing columns in his foyerNext it was to go from synthetic decking materials to a stone flooring system, which we did homework and found a company and procured samples [redacted] then decided he wanted a price to build the structure of masonry and not woodThat involved the structural engineer and took about another month to get our quote preparedHe said the price was too high and was going to look at options for us to do some of the work and for him to be the general contractor, in an effort to save moneyWe obliged himWe have all the renderings and can make a presentation showing as suchWe also gave [redacted] a link to our Dropbox to view the drawings/renderings at any time he chooseTo say nothing has been done is weeks is beyond the pale

Very satisfied with the work that American Exteriors provided The install teams were professional, clean, and courteous Crews showed up at the appointed time, with all the materials and completed the entire project on schedule as described in the contract Finished work resulted in outcomes that exceeded our expectations Priced fairly, but this is not a contractor to be selected on lowest price – this contractor provides professional quality workmanship and a steadfast warranty on materials and workmanship I will use them again on other projects and have recommended them to others

[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:
I am rejecting this
response because: the decking boards that need to be installed with hidden
screws should have "grooving" in it so the screws won't show; I have
holes all over the deck, this is not a hidden system! I have another deck
builder looking at it and he told me that the decking board is not the right
one because it is not grooved and the quality is poorThe sales rep showed us
grooved decking board and told us that what will be used but that is not the
caseI complained about the screws that they weren't hidden and the holes all
over the deck but the business owner was difficult to deal with!
I never agreed to their
hidden system by writing; I would like to see that email! Again, they are not
being honest and they’re playing with wordsI agreed to a hidden system;
however, since they used a cheaper decking boards that doesn’t have grooves in
it, the hidden system is not hidden anymore; it is a hole system and holes are
all over the deck!
For the rail, they told us
they will use *** railing but looking at the contract again, they cheated us
and marked vinyl instead; so they told us something and marked the contract
something, in other words, cheated us from day one!
Regards,
*** ***

[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 never expected to solve this issue with this business via Revdex.com; they're very argumented and not customer-service orientedHowever, I thought to give it a tryPlease no need to continue back and forth; I am taking this case one step further: to the court.....they will hear from my lawyer soon
Thank you for your time and effert in trying to solve this issue
Regards,
*** ***

[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 me

[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: ***
There are several reasons why I have to respond to what was written by AEWhen the first deposit check was written, *** wrote it thinking it was for both jobs being done by AEWhen it was brought to our attention by AE that we needed to pay for the deposit for the second job, I myself wrote it and mailed it that dayI did not send it by *** ** because I am new and really did not know how to do itI thought it would be faster if the mail took itWhen I signed in to do it *** **, it said it would not be delivered for daysAs far as spending countless hours on this project, I spent minuets finding out how and what to do when one of us came to *** County to file ourselvesThen *** went to *** County Offices, he had an appointment at 11:and was out of there by 12:No money spent on permits because we were still in the questioning part of finding out what needed to be doneHe found out who he needed to contact in reference to the brick structure being built on that piece of property so when he got back the very next day we emailed the engineer tech at *** * *** *** *** ***.It took them day to return to us pictures and a reason why the sign could not be put up*** *** *** *** will never and has never installed put up or tried to get someone else to put up a sign illegally or without permitsWe were totally held off, why, we have not figured that out yetIf AE has purchased brick for a job that did not have the permits yet, then that is there mistakeIn a business where anything can come up, you never buy the materials before receiving a permit IF a permit is needed to start the jobSo now we have spent our time, gas and leg work, phone calls and emails which I believe I talked to everyone in the office at AE several times and never stopped until I sent the last email stating we have decide to go to Revdex.com and a debt collectorFinally, Carmen did correspond with the same put off," Frank is out of town and I will be on vacation next week, we will get together when we are both back at work then get with you on what can be done." I have the emailsWe are in touch with the credit adjustment board of VA, if we have to go any further to collect what is legally ours, then we will have to do so. Our client wants AE out because of the time lapse and excuses they have given over the last monthsWe are still pursuing this job but in a different locationWe will not give up and we will do it the right way, legally
*** ***

From: *** P*** Date: Wed, Jul 29, at 1:PMSubject: *** response # 2To: Revdex.com , *** *** I have attached a photo of the box of "hidden fasteners" that we installed on *** ***'s home, of which we previously sent you an email dated November 12, of him approving the fastenerYou will notice on the box that it says it is a hidden fastener systemThis system is not designed for the grooved deck board which is why we did not use that boardIt is not a "cheaper" board, in fact, they both cost the sameAs far as his issue with the rails, the contract is clear and it says vinylWhen I visited their home to go over the contract they read every line of itI actually visited them for over an hour discussing the installation processIf you find it necessary, I can get you a direct quote from the supplier of the cost of grooved and non-grooved decking, they are exactly the sameI also want to point out clause on the rear of the contract that says:2) All materials provided under this agreement shall be as designated unless otherwise specifiedAmerican Exteriors & Masonry, in its discretion, may change or substitute any materials to be used in the work provided.In other words, we are within our legal rights to change any product as we see fit as long is it is of equal qualityThe cost of both fastening systems are the same however there is no true 100% hidden fastening systemThey all must be seen from some angle, some how

From: *** G*** Date: Mon, Jul 13, at 5:PMSubject: Complaint filed with Revdex.com - American Exteriors & MasonryTo: ***@myRevdex.com.orgCc: *** *** *** ***We are responding to the complaint filed by
*** *** with the Revdex.comIn his complaint he mentioned that we installed the wrong railing and fastener system.Attached to this email you will find a copy of the contract and email sent by *** ***We installed white vinyl rails as stated in the contractWe also installed the fastener system for his deck that he agreed to per his email that was sent to the owner of the company (*** ***). We satisfied the contract with a high quality installationWe would like to resolve this complaint as soon as possibleWe value our A+ rating with the Revdex.com and pride ourselves on our high quality craftsmanshipPlease contact us with any questions or if you need more information.Best Regards,*** G*** * Operations ManagerAmerican Exteriors & MasonryBarksdale Drive NE | Leesburg, VA 20176American-Exteriors.com***@American-Exteriors.com###-###-#### Office | ###-###-#### Mobile###-###-#### Fax *A Veteran Owned Small Business

We were instructed by the client where to build the second of two community signsThe first one was installed without a hitch except for the final payment was not made correctly
They did not pay the full balanceWe were told it was
an oversight by a new employee and had them write a check for the
correct balance, we said no problemWhen we went to pull the second permit from the county to build the structure, there were multiple code violations with respect to where the client wanted the structure placed and the permit was deniedWe spent countless hours working with the county supervisors, meeting them at the county building and the job site to try to find a legal location to build the signThere were employees of American Exteriors running back and forth to the county building for definitions on their requirementsThe client was made aware of the problem by the sales personThe client instructed us to build the sign on a non-permitted site and we tried our best to accommodate themAll this is verifiable at *** County Building and DevelopmentWe never "held them off", we were simply following *** County building codes to build a legal signWe also bought the stone for the project in anticipation of a successful outcomeWe felt it would be fair to be reimbursed for our materials, time and effortApparently, the client doesn't feel the same way since it's always easier to file a complaint at the Revdex.comMy only choice at this point is to give him his deposit back and absorb all the cost and keep my good nameThe client was aware of all of this through out the whole processFrank is not a bricklayer and we always answer our phones, I have no idea what that's aboutYes, I was sick and in the hospital and took a vacationI never was contacted by them again and never spoke to them after thatTranslation, their client cancelled because the sign can not be legally built and we are taking the loss.American
Exteriors was hired to build a stone structure for the base of a sign
that we were installingContract for this job was signed on
10/14/2103, and giving them a deposit for the jobIt is now 08/01/
The permits for this job were never received by AE, we were told
several times to hold onWhile AE was holding us off, we also had
clients that we had to tell this tooAfter a while our clients knew
that we were being put off by AEWe had emailed and phoned on several
occasions to AE in reference to this, after months we came to the
conclusion that we were not going to pursue this project any longer with
AE and we wanted our deposit backWe started with emails then went to
phone callsThe first couple of emails were answered by letting us know
the people that handle this are out and not working on that day and
won't be back for a few daysAfter we received no help through
emailing, we made phone calls and at first they were being answered with
excuses of, "I do not handle this and I will get so and so to call you
back", or " the lady that handles this is out sick or on vacation"It
had gotten to the point that AE would not pick up the phone because of
caller ID and they knew it was us (?)We left messages with no
responseAfter about months of that I started calling from my
personal cell phone because they did not know that numberI finally got
someone and she said to give her weeks because she was going on
vacation in a week and Frank the actual brick layer was on vacation
that weekI emailed her and said as of August 1, 2014, if we had not
heard anything from them, we would be going to the Revdex.com and a collection
agencyAs of 10:00, August 1, 2014, we have not heard from themThis
has been going on for monthsI do see waiting maybe days , and I
think we gave them more that enough time to contact us with a decent
conversation and conclusion on our depositWe will not recommend
working with this companyThey do good brick work, their office
practices and refund practices are very badWe had to send them some
extra money when this first went into production and we received phone
calls and was almost demanded to send a check by *** **, that was
unprofessional and very unsettlingI felt then that maybe this was not a
rightOn the very last contact over weeks ago, the owner said she
would have to look at the expenses her company had to take and then
subtract that out of the deposit we paid themI found out how much
permits were and what it took to apply, it took me min., so I do
believe Time is UpI need to take action because it is businesses like
this that makes it hard for businesses like ours

Not to go tit for tat but I checked my notes and myself and the client agreed that either he would call me or I would call him. I didn't hear from him so I assumed he was busy or maybe out of the country like many of my other clients. As I said before, we had a pleasant conversation which is what surprised me about this complaint. I also responded by saying they could again call me to set up an appointment to fix the patio, I still have not heard back from them until now. To be clear, the problem with the project is not the installation of the patio itself but the back fill that was present when the client bought the house. I have no control over loose soil and is not a warranted item. We said we will do the repair even though it is not under warranty. We already did a repair once and the soil continues to sink. We will service it again and at no cost, all I asked is for the client to call me to set an appointment to have my crew come out, which is how we left it now twice before.PLEASE CALL MY OFFICE TO SET AN APPOINTMENT TO HAVE MY SERVICE TECH COME TO YOUR HOME TO DO THE NECESSARY REPAIRS.Thank you...

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I am rejecting this
response because: the decking boards that need to be installed with hidden
screws should have "grooving" in it so the screws won't show; I have
holes all over the deck, this is not a hidden system! I have another deck
builder looking at it and he told me that the decking board is not the right
one because it is not grooved and the quality is poor. The sales rep showed us
grooved decking board and told us that what will be used but that is not the
case. I complained about the screws that they weren't hidden and the holes all
over the deck but the business owner was difficult to deal with!
I never agreed to their
hidden system by writing; I would like to see that email! Again, they are not
being honest and they’re playing with words. I agreed to a hidden system;
however, since they used a cheaper decking boards that doesn’t have grooves in
it, the hidden system is not hidden anymore; it is a hole system and holes are
all over the deck!
For the rail, they told us
they will use [redacted] railing but looking at the contract again, they cheated us
and marked vinyl instead; so they told us something and marked the contract
something, in other words, cheated us from day one!
Regards,
[redacted]

Very pleased with the response time from the initial request for an estimate through the completion of our deck project. Everyone I dealt with from American Exteriors acted professionally and with attention to detail.

The job is now finished and we think the client is happy with the final product. I called him over the last few days to walk the job with him and he finally responded last night. He said he doesn't have time to look at it...

until Thursday or maybe even Saturday. I'll be back in touch when he finally has time to walk it and of course he hasn't paid for the job yet either...
 
Carmen Pretopapa | President
American Exteriors & Masonry
214 Whitney Place, NE | Leesburg, VA 20176 
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*A Veteran Owned Small Business