Apple Home Improvement, LLC

We never did any work for Mr [redacted] The project was completed for the previous home-owner and our warranties are non transferableDespite this, we offered to provide the labor if Mr [redacted] provided the materialHe refusedThe offer is still on the table if he would like

There is no breach of contractWe estimated start and completion dates, and as per our agreement, are not responsible for things outside of our controlWe care about the [redacted] , and throughout the majority of this process, have left them with a functional kitchen (this is due to the fact that we relocated their kitchen from the middle of their house to where their dining room originally was)We want to complete this project for the [redacted] , however, unforeseen circumstances outside of our control have delayed the process.The [redacted] could not have found us on the Revdex.com site due to the fact that we were not registered with the Revdex.com when we first met themWe completed a siding replacement and because of our quality of work and customer service, the [redacted] wanted us to remodel their kitchenThe original contract price was for $62,The initial downpayment was $15,(not $31,000.00)We set up a payment schedule of a 25% deposit, 25% on April 15th, (as per the [redacted] wishes), 25% upon cabinet installation, and 25% upon completionWe are well beyond 50% completion and can verify thisWe have removed walls, rebuilt window sizes, installed the majority of the plumbing and electrical work, etcCurrently, approximately 95% of the project is completed.The [redacted] wanted additional cabinet options not included in their cabinet budgetWe ended up giving them the options at no additional charge, but because of the back and forth, the cabinet layout was not agreed upon until June 25th, (which can be verified by email)We did not receive the cabinets from our vender (we're not a manufacturer) until mid August, and were missing two additional cabinetsWe did not receive the missing cabinets until September, and were still missing filler that we did not receive until OctoberCurrently, the cabinets and all of the appliances (less the dishwasher) are currently installed.Concerning the countertops, upon the [redacted] signing our agreement, we informed them that they could select a countertop sample, provide it to us, and that we would be able to provide them with a similar product (and explained it may not be exact, as we did with all of their selections)We chose to use the vender where they acquired their original sample to save time and help with consistencyWhen the vender came to measure and have the [redacted] sign off on the specifics, they were informed that their selections had a three week lead timeUs/the vender offered to have the [redacted] choose an in-stock item, and they (the [redacted] ) decided to wait the three weeks.As for the floor, all of their hardwood (over sqft) has been installedWe originally had tile being installed in the kitchen, and have laid and tore it up three times to try to make the [redacted] happyUpon the third time, the [redacted] approved the installation, so we went ahead and set the cabinetsA few days later, the [redacted] noticed what they thought were imperfections in the installationAfter speaking with the manufacturer and our installers, we learned that due to the size of the tile, a slight cup occurs when baking the ceramicWe explained this to the [redacted] and offered to use a smaller tile or to install hardwoodThe [redacted] decided on hardwood.Today, we had our crew arrive to complete most of the remaining workAt the end of the day, thee would have only been approximately 1-working days left on this project (most of which would be installing the backsplash the [redacted] have yet to decide upon), and final inspectionsHowever, when our crew arrived, they were sent awayThey were also informed that they would be unavailable on Friday as wellJust as with any job, this has happened many times (customer unavailability)In closing, it is unfortunate that this project has taken longer than expected, but we have gone above and beyond to satisfy the [redacted] and are doing everything possible to complete this project as quickly as possibleUnfortunately, in construction, sometimes things don't go as originally estimated due to divided responsibility between our venders, us as the company, and our clientsWe stand behind the quality of our work, and upon completion, the [redacted] are going to have a beautiful kitchen that they will enjoy for years to come

Better Business Bureau: 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.They have stated numerous times that they would provide the labor/materials, this is a blatant lie on their parttheir business is struggling and they are trying not to go bankrupt (no wifi/lights not paid when I was last at their home office)i was assured by Apple that the warranty was transferable it makes no sense for me to wait a year to submit a claim to [redacted] if you hadn't already stated you would provide all necessary materialsPlease show me on the ORIGINAL warranty where it says it is not transferable.Regards, [redacted]

We appreciate you choosing us to do your project, and we value you as a customerOur scope of work entailed replacing the shingles on your roof and installing aluminum coil to your facias and rakesThis was completedUpon completion, you inspected the work and approved it for payment.Once we received your call about the issue, we sent over a manager to inspectUpon inspection from management, it was determined that the issue you brought to us as "warranty work" is actually a preexisting structural issueWe explained this to you, and even though this is not of our doing, and was not covered in the scope of work on the agreement we had with you, we informed you, we will handle this issue for you anyway (free of charge)We have agreed to do this for you because we do value you as a client just as we do every clientYou are currently coming up in our production line and will be contacted when we have a date you can expect usThank you.Sincerely,Adam G [redacted] Home Improvement, LLC

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] For your reference, details of the response I reviewed appear below.If by 'gain' Apple Home Improvement means us entering into a contract to have home improvements completed at a fair price and in timely manner than it is true; unfortunately Apple Home Improvement has failed to complete the project as per the contract It is now January and the project is still not complete The contract called for the project to be finished during May The fact is the project did not get started until August and Apple Home Improvement has not provided any viable reasons We find it unbelievable that it would take eight plus months to order and properly install cabinetsAs of this date we are still waiting for the crown molding for the cabinets which is something Apple Home Improvement continues to ignoreWe have asked about the molding numerous times but continue to get no where.I would like to again thank the Revdex.com for intervening in this matter and I hope we have provided enough information regarding the facts so that anyone doing research into Apple Home Improvement for its services are aware of our travails If the Revdex.com wants to refer anyone to us we are available to discuss our history with Apple Home Improvement as it relates to this project.Regards, [redacted]

We will begin the deck and roof projects on or before 6/5/Thanks

To Whom it May Concern,Concerning our agreement with [redacted] , we had estimated start and completion dates listed on his agreement. We unfortunately had some unforeseen occurrences take place that had us behind schedule. We had been in contact with Mr. [redacted] multiple times and he was next... in our production line. Before we could get to Mr. [redacted] project, he reversed his entire down payment without agreement from us. Therefore, no work will be performed by Apple Home Improvement, LLC at Mr [redacted] home until if/when this matter is resolved.Sincerely,Adam G [redacted] Apple Home Improvement, LLC

Thank you for making us aware of this issue. Upon speaking with our credit card processing company, there was an error made when reversing Mrs [redacted] payment. Steps are being taken to correct the issue and Mrs [redacted] payment will be returned to her as soon as possible.

We have every intention of completing your roof replacement and deckWe have already replaced your fence and sliding doorThe alleged damages to your property was an earlier attempt at starting your deckWe demo'd your existing steps and dug footers for the new back deck and stepsUpon your
request, we stopped workWe are approaching your installation date for both your deck and roof, and will have them both completed for you as soon as possibleThank you.Sincerely,Apple Home Improvement, LLC

As of December 19th, 2016, out of the list of work to be completed, that was mentioned by Mr ***, that was "said" to have not been completed, everything was complete, except for the backsplash (the *** didn't decide on a backslash until December 17th, 2016), two pendant lights, some minor paint and trim, and some minor plumbing and electrical work (which was completed on December 22nd, 2016)As of today, we currently have one-two working days to fulfill the contract, and are awaiting delivery of the backslash the *** selectedWhen that arrives, we will set a time to complete the project (arrival expected in the next 7-days)We assure the *** and the Revdex.com that we want this project complete, and have wanted this project complete as fast as possibleThe *** refuse to accept that when using venders, there is divided responsibility, but the truth of the matter, is that the *** are well aware and have been well aware that we used a vender to procure the cabinets and countertopsIn Mr ***'s response, he kept referring to the "Apple cabinet representative." We are not a cabinet manufacturer (and never presented ourselves to be one)They met with a representative from the cabinet vender we selected to use for this projectHe introduced himself as such, and there are many email communications, forwarded to us, between the *** and the vender we usedThe representative's email address is a company email address further proving that the *** were and are well aware that he was and is not an Apple Home Improvement employeeFurthermore, the *** physically went to the countertop manufacturer to view samplesAgain, they were and are well aware that we are not a countertop manufacturer.As for the budget Mr *** claims was never discussed, there are many emails back and forth between March and May between Mr *** and Apple Home Improvement discussing the budget specificallyIn closing I would love to dispute everyone of Mr ***'s points, but the point being made here is we have been and are doing everything in our power to complete this projectMr *** contacting the Revdex.com had nothing to do with expediting the projectThe project was simply coming to a close when he reached outSometimes, in this industry, as in others, you come across a client that simply cannot be satisfied, especially concerning expensive purchasesIn these rare cases, usually the cause for dissatisfaction is anticipation of gain

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
** **
Greetings,Thank you for the email. I have filed a complaint with the VA Attorney General.As of today, I still have received no calls or response to my request for a refund and damages from this companyThey are very dishonest, repeatedly lie about the date and time they plan to make good on the contracted work I will be pursuing action in a court of law.Thank you
***
*** ** *** *** ***

RevDex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Apple Home Improvement has told me several times that they were taking steps to have me repaid but never actually carried them out. I have taken steps through my credit card company to handle this as a dispute. When the credit card company tells me that Apple Home Improvement agrees that the charge can be reversed and it is removed from my account, then I will agree that this dispute has been handled and is cleared. I did not handle through the credit card company prior to this because Apple Home Improvement told me that they had already written a check to reimburse me. I was told this twice, but never received a check.]
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 12096803, 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,
MB
Complaint Details Work not completed and business has been paid over months agoI am requesting a refund of $*** that was paid to business in November, for work not completed on a roof at ***, VA ***I am requesting the amount $*** for damages to my back yard located, ***, VA, *** for damages to my property; work prematurely started without HOA approval then not completed for the deckwhen approval was granted in December.I am writing this letter requesting refund of $*** that was paid to you in November, I appreciate to receive this refund by or before May 15th to my credit card for work not completed on a roof at *** *** ***, ***, VA ***I am requesting the amount $*** for damages to my back yard located at *** *** ***, ***, VA, *** for damages to my property; work prematurely started and not completed for the deck.Still no contact or follow-through from this business

There is no breach of contract. We estimated start and completion dates, and as per our agreement, are not responsible for things outside of our control. We care about the [redacted], and throughout the majority of this process, have left them with a functional kitchen (this is due to the fact that we...

relocated their kitchen from the middle of their house to where their dining room originally was). We want to complete this project for the [redacted], however, unforeseen circumstances outside of our control have delayed the process.The [redacted] could not have found us on the Revdex.com site due to the fact that we were not registered with the Revdex.com when we first met them. We completed a siding replacement and because of our quality of work and customer service, the [redacted] wanted us to remodel their kitchen. The original contract price was for $62,000.00. The initial downpayment was $15,500.00 (not $31,000.00). We set up a payment schedule of a 25% deposit, 25% on April 15th, 2016 (as per the [redacted] wishes), 25% upon cabinet installation, and 25% upon completion. We are well beyond 50% completion and can verify this. We have removed walls, rebuilt window sizes, installed the majority of the plumbing and electrical work, etc. Currently, approximately 95% of the project is completed.The [redacted] wanted additional cabinet options not included in their cabinet budget. We ended up giving them the options at no additional charge, but because of the back and forth, the cabinet layout was not agreed upon until June 25th, 2016 (which can be verified by email). We did not receive the cabinets from our vender (we're not a manufacturer) until mid August, and were missing two additional cabinets. We did not receive the missing cabinets until September, and were still missing filler that we did not receive until October. Currently, the cabinets and all of the appliances (less the dishwasher) are currently installed.Concerning the countertops, upon the [redacted] signing our agreement, we informed them that they could select a countertop sample, provide it to us, and that we would be able to provide them with a similar product (and explained it may not be exact, as we did with all of their selections). We chose to use the vender where they acquired their original sample to save time and help with consistency. When the vender came to measure and have the [redacted] sign off on the specifics, they were informed that their selections had a three week lead time. Us/the vender offered to have the [redacted] choose an in-stock item, and they (the [redacted]) decided to wait the three weeks.As for the floor, all of their hardwood (over 950 sqft) has been installed. We originally had tile being installed in the kitchen, and have laid and tore it up three times to try to make the [redacted] happy. Upon the third time, the [redacted] approved the installation, so we went ahead and set the cabinets. A few days later, the [redacted] noticed what they thought were imperfections in the installation. After speaking with the manufacturer and our installers, we learned that due to the size of the tile, a slight cup occurs when baking the ceramic. We explained this to the [redacted] and offered to use a smaller tile or to install hardwood. The [redacted] decided on hardwood.Today, we had our crew arrive to complete most of the remaining work. At the end of the day, thee would have only been approximately 1-2 working days left on this project (most of which would be installing the backsplash the [redacted] have yet to decide upon), and final inspections. However, when our crew arrived, they were sent away. They were also informed that they would be unavailable on Friday as well. Just as with any job, this has happened many times (customer unavailability). In closing, it is unfortunate that this project has taken longer than expected, but we have gone above and beyond to satisfy the [redacted] and are doing everything possible to complete this project as quickly as possible. Unfortunately, in construction, sometimes things don't go as originally estimated due to divided responsibility between our venders, us as the company, and our clients. We stand behind the quality of our work, and upon completion, the [redacted] are going to have a beautiful kitchen that they will enjoy for years to come.

[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]
I appreciate [redacted] responding to my complaint.  However, it should not take this long to fix the problem.  Although, it may be a structural issue due to the age of the home, [redacted] new this and agreed to the work.  Since the install, the metal wire [redacted] installed has come loose in some areas and I am concerned about further damages.  The metal wire from Apple should not have separated a few months after the installation. Therefore, telling me about a structural damage and not being under warranty is pointless.  I do agree, as you stated that it will be fixed with no change. My question is how much longer will it take?

To Whom it May Concern,Concerning our agreement with [redacted], we had estimated start and completion dates listed on his agreement. We unfortunately had some unforeseen occurrences take place that had us behind schedule. We had been in contact with Mr. [redacted] multiple times and he was next...

in our production line. Before we could get to Mr. [redacted] project, he reversed his entire down payment without agreement from us. Therefore, no work will be performed by Apple Home Improvement, LLC at Mr [redacted] home until if/when this matter is resolved.Sincerely,Adam G[redacted]Apple Home Improvement, LLC

We will begin the deck and roof projects on or before 6/5/17. Thanks

We were informed about the water damage and were asked to wait to see what their insurance company could do for them. Due to the damage, we needed a permit which required a drawing. We rebuilt the entire back wall of the kitchen and portions of the roof system, and restructured the original...

agreement, that way the entire project could fit in their budget. We installed everything on the re-structured agreement, and had an issue with our window delivery (they came in damaged). This did set us back a little bit on getting the windows installed, but while we were waiting for our vender to resend them to us, we were asked to remove the windows from their agreement. This was well beyond the state's three day right to rescind, but granted the request anyway. We take pride in the work that we do, and proudly stand behind every project we complete, and sometimes quality can take some time.

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Apple Home Improvement, LLC regarding complaint ID...

[redacted].
Regards,
[redacted]

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.
The response is not the resolution I request.  I request that Apple Home Improvement void the contract in full and agree to the refund of my deposit.  Their response is not accurate or truthful.To date there is still no building permit for this project, there never was and so they could never legally begin the project.  On the 23rd of January they stated they had no start date.  On the 25th of January they said they would start in a week or two.  On the 30th of January they stated they would start in two weeks.  On the 8th of February they told me they now had no date for start on the project, but would let me know when they did.  On the 10th of February I attempted to escalate the issue within the company for an answer to a project start date via phone and email.  All requests were ignored.  I sent a registered letter that they signed for on the 13th of February asking for a schedule or a refund.  This was also ignored.  The company never applied for a permit, never showed us any construction samples of cabinets, carpets, etc.  There was no way they would start the work legally and refused to provide a schedule.  In the registered letter I asked for a schedule or asked for a refund.   When I got no response I asked my Credit Card company to reverse the deposit charges as there was no worked performed per the contract.  If Apple agrees to the refund and voids the contract as no work was completed it will resolve this complaint.  I have furnished a complete timeline,  copies of all emails and the registered letter to the Revdex.com.  I also have attached a screenshot from our county as of today showing there is no permit for this work as proof there was no intent to do the work.
Regards,
[redacted]