Appleby Systems, Inc.

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:Putting apart the "good faith" of the company, the sales representative, was not good enough to make sure that the buyers (me), understand everything, my fault, I signed, but I did signed understanding that I would receive the product that he showed me.Second, the phrase "more glass per window", when the basement windows are smaller than the previous ones and cost a lot more. In my dictionary thats a "lie".  Now Im paying more in my electricity bill because I have no light in my basement due to the tiny pricey windows.Third, I can't trust in the quality of the glass when this one got broken 3 times, "is a big piece of glass" and? Is this the first time this company does this kind of job?, no!, so why is this happening?, for me the product is not that good. (Personal opinion)Last of all,  the wait, I know they are in high season, but a customer with a broken glass is not a priority?, I guess not, new sales are priority!, they receive the glass packs and schedule the reinstall 16 days after!!I just have to said thanks Appleby for all the people who stand in front of my house asking if someone tryied to brake in to my house, putting in risk the good reputation of my neighborhood, thanks you make my house prettier for my warming house party, to show my new house to my family and friends.  Thanks for the worst shopping experience ever. I wouldn't recommend this company to anyone.God bless you all.
Regards,
[redacted]  [redacted]

Without a doubt very good experience dealing with everything. The only shock to us was the price of everything but after more research and seeing the windows in operation and how they are made it was definitely worth it. From the start everyone was very professional and polite . Addressed our concerns about everything and worked with us to find the best financing availablento meet our payment requirements. Brian and Stephen I beleive it was came to our house after we wanted to cancel the work request and worked through our concerns and met our needs exactly as we needed. Everyone is very knowledgeable about the products and had answers right away. They originally told us the installation for 6 windows would take all day. The installrr arrived on time and was done 2 hours early . Best part was we have an old house with led paint everywhere. They covered the inside of the windows and nearly nothing came inside. Very clean and very professional. Definitely recommend them to anyone

This letter is in response to complaint #[redacted] for [redacted].  I am not sure why our salesman, Ron S[redacted], promised that we would cover the columns with vinyl since Appleby typically uses metal. I have checked with our construction superintendent  and he has located the vinyl covers...

that should be acceptable to [redacted].  We have scheduled a service appointment with him for 11/10/15 to install the new covers and also  take care of any other issues he may have. We apologize for the ongoing problem he has experienced and hope that this brings closure to the complaint.Sincerely,Patricia ** S[redacted]

August 28, 2015
Dear [redacted]:Appleby Systems, Inc. is very sorry that our response to
this Revdex.com complaint was rejected by [redacted]. I have looked into the matter and
believe my team has adequately and in good faith responded to this unfortunate
complaint.We believe some of [redacted]’ desired outcomes are
unreasonable. He asks Appleby Systems Inc. to honor what he claims was a verbal
price quoted for work that would result in a significant loss to Appleby
Systems, Inc. not to mention some of which is not in our current product
offering (i.e. skylights). Also, [redacted] asks us to honor financing terms
that we have no control over. Appleby Systems, Inc. is not a lender and only
acts as a liaison between several 3rd party lenders with which we
have contracts. Any financing application would also have been subject to
approval by the lender. Had [redacted] entered into a contract with Appleby
Systems, Inc., that contract would have been subject to a 3 day cancellation
period as required by law during which time [redacted] would have been able to
do his due diligence. Appleby Systems, Inc. has the same right of cancellation.
Further, our representative indicates that he did not make this offer rather;
he was attempting to find out what monthly payment [redacted] could afford and
then scale the work to fit the price that that payment would reflect. We
believe our representative did a poor job as evidenced by the fact that [redacted] is dissatisfied. We have taken steps to retrain our representative on
financing and pricing as well as product knowledge. He has also been given a verbal
warning.Regarding the 30 day price match, Appleby has been offering
this benefit for 30 years. This guarantee is not an additional cancellation
period. The price match is given only when a contract is executed and the time
period starts from the date of the contract. The customer can use the contract
and exhibits (which show the features and specifications of the products and
job) to compare to a legitimate quote from a competitor. If [redacted] had
contracted with us he would have been given all the documentation he needed. If
the customer can find a better price we match it. Appleby Systems, Inc. honors
its price match guarantee and I don’t believe we have ever had a complaint
regarding this benefit. Appleby Systems, Inc. believes this to be a sound
practice; nevertheless we will incur the expense to once again have it examined
by our attorney. If this was misrepresented by our representative and by his
manager I personally apologize. Both have been retrained on the guarantee and
verbally warned by me.Regarding pricing, Appleby Systems, Inc. does not
advertise the price of products or “packaged” jobs. We have sales and
promotions which vary from month to month and typically range from 5% to 20%
savings. All of our offerings and projects are custom and no two jobs are
identical. We provide pricing guides and extensive training on how to properly
price a project. Particularly with large jobs like metal roofing we send a construction supervisor to inspect the job within the three
day time period or if that is not possible we obtain a satellite picture with
computer generated measurements to make sure the work can be done. We make
every effort to do the work for the price contracted and only on a few rare
occasions has Appleby had to cancel a contract within the three day time
period.  Appleby Systems, Inc. made every
effort to clarify the pricing to [redacted]. As stated above we have reviewed
pricing/estimating and retrained the representatives involved.As far as compliance with the Revdex.com’s codes, Appleby strongly
believes in the mission and ethics of the Revdex.com, that is why we have been a
member in good standing for the past 30 years. We stand ready to work directly
with the Revdex.com should there be any concerns or questions from the Revdex.com raised due
to this complaint.I am sincerely sorry for any inconvenience, dissatisfaction
or frustration suffered by [redacted]. Had he given us a down payment I would
gladly return it or if we had performed any work that was defective we would
have fixed it. I wish [redacted] all the luck and good fortune in his endeavor
to improve his home.Respectfully,John K.
President/Owner

Our Manager has been in contact with [redacted] in an effort to reach a mutual settlement. We are currently awaiting her response.

Please accept my apologies for any inconvenience that you have experienced recently with Appleby  Systems, Inc. We are committed to providing our customers with the highest standards of platinum service. Regretfully, we fell short in providing you with the level of service that you expected...

and deserved.  Let me assure you that what happened in your case is not typical of Appleby Systems, Inc.  I thank you for bringing this experience to our attention  so we can ensure that proper protocol is followed for our future customers.
As a gesture of my sincere apology, I have enclosed a gift card for dinner out for you and a guest.

My in-laws had several companies out to visit them about work on their home. As an extra set of eyes and ears, my in-laws asked for both my husband and myself to be involved with the process.
My in-laws settled with Appleby Systems of York for many reasons; almost 40 years of proven work in the area, pricing and the people. The salesman was NOT pushy like the other companies and was very honest with price, time frame and with what had to be done. My in-laws actually didn't have to do as much work as the other companies stated, due to the honesty of our sales rep.
When it comes time to do any work on our home, we will be calling Appleby Systems.

I have received [redacted]'s complaint and after investigating the circumstances surrounding her complaint, I must apologize for the lack of communication that she encountered. Our sales representatives failed to report the problem to our service department, and when she called in December, 2015, the...

service request was closed in error by a new employee. I have since spoken with [redacted] and our construction superintendent has been to her home to inspect and assess the damage. I am waiting for his report to determine how we will handle the damage. We will contact [redacted] within the week to work out an amicable solution to this complaint.

I have received the rejection response and am sorry that we cannot accept a cancellation for this contract. Appleby has incurred expenses in the performance of this contract and has fulfilled the order as evidenced on the original contract and exhibit. Unfortunately the [redacted]'s thought they were receiving grids, which were not sold. Appleby, in good faith, offered to reorder glass packs at a reduced price of $250.00, which has not been paid. I have also enclosed a copy of our warranty, which the [redacted]'s also received. It is unfortunate that the glass packs have broken twice, but I can assure you that is not the norm. The glass packs have since arrived in our warehouse and our service manager has scheduled installation on 7/11/16 with [redacted]. Appleby shall remain committed to perform any future service should the need arise, in accordance with the terms of the contract and product warranty.

We are very pleased with Appleby's Company, from sales to the service employees they all are very experienced in their jobs. Love our new Windows.

In response to the above complaint, I sincerely apologize for the lack of communication and delay experienced with this service request. Jason, the first service technician that met with the [redacted]'s resigned his position in August, which may have accounted for the delay in ordering materials and...

subsequent scheduling for the repair. We do strive at Appleby Systems, Inc. to provide our customers with exceptional customer service. Regretfully, It seems that we fell short with providing the level of service that they expected and deserved. We completed service on 12/5/14 tearing up the existing floor that was damaged, and replacing with new tiles. Appleby shall remain committed to perform any future service, should the need arise, in accordance with the terms of the contract and product warranty.

Thank you for choosing Appleby. Systems ,we will come out give you a quote and tell you what we are going tod o to sell the job !! Then when we do the installation we will do a basic installation ,smoke in your house not finish putting up your moulding or put your baseboard heating system back the way we found it !!! But when you call we will then tell you we generally don't do that and we don't recommend it after their representatives said this is what we do ? Are they friendly yes ,is the job done as discussed no ,Will there be any resolution ?I don't think so the installation person was in such a rush to leave he wasn't worried about what the job at hand was he was to busy planning hi job in Allentown for the next day !!! Thank you appleby systems I will be sure to call you next time I need something done at my house and probably recommend you to all my friends !!! Because when you do a good job you tell a friend ,do a bad job you tell everyone !!! Thank you Bryan G[redacted]

I want to assure you that I have read your complaint and take the issues that you have raised seriously.  Appleby will certainly use the experience to help us train our sales representatives.  We have addressed this lack of professionalism with the sales representative involved and can...

assure you that this kind of behavior will not be tolerated in the future.  Unfortunately, I realize that this does not help in your situation and wanted you to know that I am sorry that your experience was disappointing. Once again, I apologize for the inconvenience and annoyance this has caused.
Sincerely,
Patricia *. S[redacted] Corporate Administrator

**. and [redacted] signed a contract to purchase 3 basement windows and one slider for their living room in March. Our service technician also was at their home on 3/30/16 to review window specifications before placing their order.  Upon installation the [redacted]'s were unhappy as they thought...

they were receiving grids in their window. Our Manager offered to order new glass packs at a reduced price of $250.00 as evidenced in the attached change order. On 5/25/16 we attempted to install the glass packs and unfortunately the center glass cracked. A replacement was ordered that day.  On 6/16/16 we received the new glass pack from the factory, which was damaged in shipment.  We apologize for these delays, however this was an extremely large window and therefore difficult to ship and install.  We reordered the glass pack on 6/17/16 and will schedule installation as soon as we receive shipment.  One again, I am sorry for the inconvenience and annoyance this has caused.

July 10, 2015Dear [redacted]:This letter is our response to Complaint ID [redacted]. I will
refer to the individual who wrote this complaint as “Complainant” in order to
protect his privacy.This complaint is lengthy and somewhat complicated and
accuses Appleby of violating the Revdex.com Code of Advertising...

and Code of Business
Practices. These accusations are based on Complainant’s recollection of verbal
statements and some written correspondences that pursued in an effort to
resolve issues raised by Complainant in a letter written to Appleby Systems prior
to this Revdex.com complaint. We regret any misunderstandings and inconveniences
Complainant may have suffered but we believe we have done nothing in violation
of the referenced codes.The following is a summary of events that led up to this
complaint:On March 30, 2015, a sales representative for Appleby
Systems, traveled to the home of Complainant in order to assess the homeowner’s
roofing needs and propose a solution consisting of Appleby products. That
appointment resulted in our sales representative offering Complainant a price,
good for one year, and an offer of a significant discount if Complainant agreed
to sign a contract for that product at that time. Complainant request
additional terms in the form of an extended cancellation period which we were
not willing to agree to so the appointment ended without a contract being
signed. Complainant also indicated that he was interested in purchasing
replacement windows, which Appleby also sells but which the roofing sales
representative was not qualified to propose pricing for. In response to the
window inquiry, a different sales representative was sent to meet with
Complainant. The window sales representative met with Complainant and attempted
to negotiate a satisfactory price for replacement windows in addition to the
roofing. During that conversation many different options were discussed and our
sales representative posed hypothetical pricing scenarios to Complainant in
order to try to determine how much Complainant was willing and able to spend.Complainant, prior to the submission of this complaint, admitted
in a letter sent to Appleby that he did not sit in on the entire sales
presentation that was made by our window sales representative. Apparently,
Complainant’s partner was there. Again, after no agreement was reached, our
sales representative left Complainant’s home without a written contract. Even if a written contract had been signed that night, that
contract would have been subject to review by both parties and both parties
would have had the right to cancel it within a given period of time.The substance of this complaint revolves around alleged statements made pertaining to the pricing of Appleby’s products and the terms of our 30-day price match guarantee. Much of the complaint is based on claims made by Complainant that Appleby’s sales representative said certain things. Unfortunately, there is no way to know for sure exactly what the sales representative said and no written contract was ever signed. Furthermore, some of the statements alleged to have been made conflict significantly with Appleby’s written documents and had Complainant entered into a written contract with Appleby, many of these issues would have been clarified. Some of which have been clarified in correspondences between Complainant and Appleby prior to this Revdex.com complaint.Complainant has repeatedly questioned why Appleby offers such a large discount for agreeing to sign a contract on the day of the appointment. The amount of discount and terms of that discount in no way violate any Revdex.com codes. In fact, retail pricing regularly includes such discounting in ours and many other industries. I often receive offers to buy one, get three free at [redacted] if I show up there and purchase on certain days. I don’t question why they make this offer or why it is such a large discount and I don’t believe it to be in violation of any standard advertising or sales codes. Complainant seems to believe that the discount is somehow connected to the cost of sales yet there is no reason for him to believe that. It is an incentive to make the buying decision sooner than later and nothing more.Appleby values its Revdex.com rating and always strives to meet the standards outlined by the Revdex.com. We regret that our sales representative presented our products and pricing in a way that led to confusion and dissatisfaction on the part of Complainant and we will continue to work with our sales force and provide guidance that will help to prevent such occurrences in the future. All of the products we sell are custom made, which makes it difficult to establish a so called “List Price”. We do provide our sales representatives with written pricing guides but they include a great deal of sensitive cost information that we do not want our competitors to have. Our inability to provide a standard price list may also have contributed to Complainant’s assumption that we are in some way obscuring information. This is not the case and it why we insist on any sale being documented with a written contract.Finally, I want to apologize to Complainant again for the inconvenience this has caused him. It was never Appleby’s intention to purposely deceive or mislead him into signing a contract. His complaint has reached every level of our organization and will influence the way in which we train our sales people going forward.Sincerely Yours,Tom SDirector of Operations

Please accept my apologies for your recent experience with Appleby Systems, Inc.  As our sales representatives work on commission , I understand that they can sometimes be persistent. However in your case itheir behavior was not in accordance with Appleby standards. Unfortunately, I realize...

that this does not help you and wanted you to know that I am sorry your experience was disapointing. I have addressed your situation with the sales representatives involved, and will certainly use this complaint to help us improve our customer service.  Once again,  I am sorry for the inconvenience and annoyance this has caused and hope you will give us the opportunity to serve you in the future. 
Patricia *. S[redacted]  Director of Finance

August 17, 2016Dear [redacted]:I am writing to say that we have come to an amicable resolution to the above complaint.Attached is a customer settlement for $500.00. Also our construction superintendent has been to [redacted]'s home and they have agreed to a plan to reinforce her vanity and provide minor cosmetic repairs. understand this is a bit late, but just wanted to inform you of the resolution.Sincerely,Patricia S. Corporate Administrator

My husband and I are very pleased and satisfied with our new door from Appleby; their product quality, and workmanship are outstanding. Three years ago we had all of our windows replaced by Appleby and they are just as beautiful and easy to clean as ever. Although rather expensive, we are very glad we bought Appleby windows and recently, a new door! Their sales and service are very professional and we do highly recommend Appleby Systems products.

I got a sales person from this company out to my house. He never got me a quote because he was going to get a contractor from his company to look at putting an extension on my roof. I got 3 calls from the contractor and everytime he called at 12pm and asked for me. I said yes that's me and he would ask if I was sleeping. I would say no I was at work and he would tell me that he called me by mistake and hang up. I also was told by the sales person that I had high levels of mold. So I got few others to look at my attic for mold and they all said that the moister levels were low and there was no mold. I do not trust this company.

Review: This whole issue started in April when a salesman came to our house. Wasn't the salesman that they told me would be coming, but we let him in anyway. He took a measurement of what we wanted done, gave us a quote which did include the up-flush toilet for a bathroom and he said that's why it's a little more expensive. We signed the contract and they were supposed to start and be finished within two weeks. So May we got a call they will be starting and then we got another call stating that they made a mistake it was another client they were starting on and that was just the beginning of our nightmare with this accredited Revdex.com company! After many phone calls regarding the almost 4 months it took for a two week project we got a $100 gift card that just covered the price of a septic specialist to come out when we were told the new bathroom wasn't working because of our septic being full. Below is the correspondence to the customer service rep who was helpful, but for all of our trouble and inconveniences’ we should have and I asked for a discount on our final price or something and all they wanted to see was the pictures of the nightmare we endured. I can forward pictures or CD to you as well so you too have proof that this company is misrepresenting their services.

We had to cancel parties, adjust our schedule for multiple visits to try and fix the issues at hand when both my husband and I had to take off of work a couple of times because of this too. We got one charge for having an upflush toilet, then they tried to put a regular toilet in that didn't work of course. Workers not protecting the floors my husband cleaned twice and two managers had to come and clean and they still werent clear of the work dust. Even another worker came in and said this is disgusting what was done to you, after he was contacted by the company and told it was only odds and ends to clean up, he said this is more than a days work. We never got a final walk through with a Manager or representative from Appleby's which we were told by the salesman would happen. They were just trying to complete to get the check.

On 9/3/2013 1:03 PM, [redacted] wrote:

Hello [redacted],

Sorry it took so long to get back to you but I did put the CD of the pictures in the mail today. Attached are the ones from the last day the plumber worked on the last day. We did receive the envelope and the $100.00 gift card and the gesture is very nice. This project from the begining was just the most horrible experience we had, and coming from a "reputable Revdex.com company" as the salesman showed us Appleby's award, it was even worse to feel it. I mean a project that was supposed to take 4 days and at the most 10 buisness days took almost 4 months to be complete. Never in construction have a seen a job where the foreman NEVER showed to check up on the people who were working ([redacted])... And the people who were working NEVER worked an 8hr day. This was very very dishearting because we wanted to use your company to do our stairwell and another room and I can't even say that my husband or I can reccommend to anyone. We called so many times with the proble** and it fell on deaf ears. We were told no mess would ever be left behind and as you will see in the CD's it is disgusting how our home was treated on a daily basis and the elbow grease we had to put in before I said no way, and called again. A supervisor had to come and clean our floors and walls twice besides the two times my husband cleaned it and I told him to stop. You have been the only one who I believe may be 100% sincere in talking with you once stuff hit the fan litterally in our bathroom we have just recently had a chance to use. I am glad you plan to train new workers on what they shouldn't do but I didn't want our home to be THE example to train employees who hopefully wouldn't treat their home like they treated ours. Please review the photos and call me or tell me if this is something that anyone would like to go through for a room that is 20x30 and a bathroom. Thank you for taking the time to understand what happened but I hope these pictures put this into a different perspective for you and the owner. Again the photo that is attached is what the plumber left in the wall access panel, we looked in there before we put the panel up. Now if he put it up we would have never seen that probably for years or if we have an issue with plumbing. Thank you.

**. and [redacted]. [redacted] ###-###-#### or ###-###-####/###-###-####Desired Settlement: A billing adjustment should be taken out or a refund directly to us for an amount that is more than $100 gift card. After my husband and I discussed it we are thinking approx $1500-$3000 or if they would like to redeem the**elves and add something to our room that would cost just the same we may look at accepting that as well.

Business

Response:

**. and **. [redacted] signed a contract for a basement remodel on March 13, 2013, which I have enclosed. According to the contract the approximate start date was May 13, 2013 and completion was June 13, 2013. Since their project was completed on May 31, 2013, we were within the time limits as stated on the contract. We received two service calls, which I have attached, the last being in August. We regret the proble** that arose with the toilet, but this situation has been addressed and should be working properly in the future. Please accept our apologies for the mess left by our installers, as this is clearly not the norm and has been addressed with them. Once again I am sorry for the inconvenience and annoyance this has caused, but we cannot agree to a discount as requested. Appleby shall remain committed to perform any future service should the need arise, in accordance with the ter** of the contract and product warranty.

Sincerely,

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:THE DATES THEY HAVE ON OUR CONTRACT IS THE ESTIMATED DATES IT WOULD BE STARTED AND COMPLETED AT THE LATEST. I AM EVEN MORE DISGUSTED NOW AT THE COMPANY AFTER SPENDING THE KIND OF MONEY THAT WE SPENT AND THAT IS THEIR RESPONSE. AS YOU CAN SEE BY THE EMAIL THIS WAS NOT TAKEN CARE OF PROPERLY AND IT WAS PAST THE TIME WE WERE GIVEN FOR COMPLETION, SO ESSENTIALLY THEY VIOLATED THE CONTRACT. WE DID LOOK PAST THAT AND CONTINUE TO WAIT W/O QUESTION BECAUSE THEY WERE SUPPOSED TO BE SO GOOD. AS YOU CAN SEE THE TIMES THEY HAVE ATTACHED DO NOT HAVE OUR SIGNATURE ON IT BECAUSE IT IS ALL A LIE. THEY HAD NO IDEA WHERE THE WATER WAS COMING FROM THAT WAS LEAKING IN OUR BATHROOM EXHAUST FAN. THEY SENT [redacted] OVER WHO WAS ASKED TO BY THE COMPANY TO STOP BY AND HE STATED HE DOESN'T EVEN WORK ON BASEMENTS AND "BELIEVED" THAT IT COULD BE CONDENSATION AND THAT WE HAD TO GET BACK TO APPLEBYS AFTER THE FOURTH OF JULY WEEKEND. THEN [redacted] CAME OUT A WEEK LATER AND SAID THAT HE DIVERTS THE WAY THE SPOUT WAS BECAUSE THATS WHAT HE BELIEVED IT WAS, AND THAT DIDN'T WORK. THEN [redacted] AND [redacted] (SUPERVISOR) CAME OUT AND SAID THAT IT CAN'T BE THE RAIN BUT HE NEVER SEEN CONDENSATION START LIKE THAT, SO THEY ADJUSTED THE WAS THE A/C VENT WAS POSITIONED AND THAT DID NOT WORK EITHER! SO THEN THEY SENT A DIFFERENT WORKER OUT AND THEN THEY INSULATED THE EXHAUST VENT AND THAT HAS SEEMED TO WORK SO FAR. ALL OF THIS BEING SAID IN THE END HAS NOTHING TO DO WITH ALL OF THE CLEANING THAT WAS NOT DONE IN OUR HOME ON A DAY TO DAY BASIS, WHEN AND IF THE CONTRACTED WORKERS SHOWED UP FOR THE TWO OR THREE HOURS. THE CERTIFICATE OF COMPLETION MAY HAVE BEEN TURNED IN WHEN TECHNICALLY THE JOB WAS DONE, BUT TWO DAYS LATER OR SO IS WHEN WE WERE CALLING ON A FREQUENT BASIS AND TALKED TO MULTIPLE PEOPLE INCLUDING THE OWNER AT ONE POINT. TO ANSWER ABOUT THE PLUMBER THAT IS A WHOLE ENTIRE STORY... "[redacted] THE PLUMBER" TRYED SAYING OUR TOILET WAS OVER FLOWING BECAUSE OF OUR SEPTIC, OUR SEPTIC PEOPLE CAME OUT AND SAID IT WAS FINE... BACK TO THE FACT WE SHOULD HAVE HAD AN UP-FLUSH TOILET TO BEGIN WITH AND THERE WAS NO EXISTING PLUMBING LIKE THEY WERE TRYING TO CIRCLE. WE HAD NO BATHROOM THERE!!!!!! I AM REALLY TRUELY DISGUSTED AND YOU WILL SEE WHY AS I AM GOING TO TRY TO ATTACH THE PICTURES AND VIDEO OF THE MESS THAT WAS LEFT AND THE LEAKS THAT HAPPENED, AND WELL AS THE TOILET NOT FLUSHING. ALSO THEY CAN SEND SOMEONE TO FIX OUR DOOR THAT IS NOT CLOSING AGAIN!!!! THE SO CALLED PUNCH LIST WAS HUGE THAT THE GENTLEMAN THAT WORKED IN [redacted] HAD TO LEAVE AND NOT DO ANYTHING AND TALKED TO MULTIPLE PEOPLE ABOUT THIS. TRUELY DISGUSTED AND NOW WILL MAKE SURE AND POST TO LET LOTS OF PEOPLE KNOW OF HOW THEY TREAT THEIR CUSTOMERS THAT SPEND 30 GRAND FOR A BASEMENT THEY WANT TO ENJOY RIGHT AWAY AND COULDN'T!!! THIS IS TRUELY THE WORST EXPERIENCE WE'VE HAD IN BUILDING AND WERE PROMISED THINGS THAT DID NOT HAPPEN, IE; WALK THROUGH WITH SUPERVISOR, SPACE LEFT CLEAN EVERY DAY BEFORE CONTRACTORS LEAVE, SPACE LEFT CLEAN ON LAST DAY OF COMPLETION. WE COULDN'T ADD ALL OF THE PICTURES WE HAVE AS PROOF IT WAS WELL OVER 70. THERE IS NO EXCUSE FOR HOW OUR HOME WAS LEFT AND THEY WANTED US TO JUST ACCEPT THIS OVER AND OVER AGAIN BECAUSE IT TOOK MORE THAN ONE DAY FOR THE SUPERVISOR TO COME AND CLEAN UP THIS STUFF. I HAVE TRIED TO SEND PHOTOS ATTACHED TO THIS RESPONSE AND IT WILL NOT LET ME ADD MORE THAN ONE.

Regards,

Business

Response:

This letter is in response to the rejection written by the [redacted]'s in reference to their request for a refund on their basement remodel. Since Appleby does not have a plumber or electrician on staff, we must work with their schedules in an effort to complete a project. Due to permitting and coordination with these contractors, it would be almost impossible to complete a job of this size in 4 to 10 days, as referenced by **. [redacted] in her first letter. That is why our contract, signed by the [redacted]'s, states an approximate start date of 5/13/13 and completion of 6/13/13. Again, or installation department fell short in their ongoing cleanup, and this has been addressed. We do rely on the professional experience of our sub contractor ([redacted] the Plumber) to install a properly functioning bath, which after switching the toilet, should be working efficiently. On 1/16/14 our service manager called the [redacted]'s in an effort to provide service on their door, as referenced by them in their complaint. The [redacted]'s left a message saying they did not want service. Appleby will remain committed to provide service in the future should they change their mind.