Initial Business Response /* (1000, 5, 2014/07/24) */
Contact Name and Title: *** ***,President
Contact Phone: XXXXXXXXXX
Contact Email: ***@archwayone.com
With reference to Mr***' s Complaint, please know the following:
Per our records, customer was aware, prior to
installation that his tile selection and base was not adequate for the bathroom workCustomer decided to proceed with the material anyway
On June 26, we received a call from Mr*** for serviceAn appointment was made for July 1st, which I, *** ***, attendedFirst of all and upon arrival I reminded the customer and made him aware that the tile installed had been picked out by him and had not been recommended by usI also pointed out that the shower base had been his selection, but again, not recommended by us either
Overall, Archway did not pick out this material, only installed itI never agreed to replace the shower base and tiles at Archway's expense
If Mr*** wants Archway to come out and remove the tile that Mr*** picked out, we can install a new tile and shower base but he needs to supply itOnce again, he was made aware before installation that this material which was picked out on his own was not recommended by Archway but proceeded to move forward
Initial Consumer Rebuttal /* (3000, 7, 2014/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all ,I would like to see the company's records indicating I was aware of the insufficient materialI was NEVER made aware of the insufficient material and the company's CONTRACTOR, which I have his name and number, came with my wife and I to pick out the materialTHEIR CONTRACTOR PICKED OUT THE SHOWER AND THE BASE!!!!!!!.My wife and I did not know what to buy!!!! So Mr *** is misstating the factsHe was not there with us and his contractor ,picking out the material...Furthermore, Mr ***'s statement to me reminding me of the insufficient material is falseIt was never said to myself or my wife or to the contractor who was working here that dayIt is true we picked out the shower tiles with his contractor presentMr ***'s contractor even raved about the tiles beautyIf it was the wrong material, Mr***'s contractor should have pointed that out to usInstead we proceeded to buy the material and his contractor installed it, without telling my wife and I that it was the wrong product
I am not the construction specialist hereArchway is...If the material we were purchasing was not acceptable, the construction specialist and his contractor should have warned us!And they should have put that in writing that they could not guarantee their work!!! If they did, we would have never purchased it!!!!...So I must assume that Archway has incompetent contractors working for them and it is not this consumers faultThat falls on Archway for having that kind of worker employed!
Mr *** DID AGREE to replace the shower, the tile and the baseWe never discussed the price , so that is another fabrication of the facts of the case and further bending of the truthBut we feel the damage that has been done is caused by shoddy workmanship and material which was installed by the company which should be replaced at the company's expense....TWO questions I have to ask of Mr ***....if the company knew the material was wrong, why as a professional company did they install A DEFICIENT PRODUCT,KNOWING ALL TOO WELL THAT IT WOULD EVENTUALLY CAUSE A PROBLEM?
WHY WERE WE NOT MADE AWARE OF THIS IN WRITING AND SIGNED BY ALL PARTIES INVOLVED?.THAT TO ME IS SOPSTANDARD OPERATING PROCEDURE!
AND I WOULD LOVE TO SEE THE PROOF THAT I WAS MADE AWARE OF THE INSUFFICIENT PRODUCT
Final Business Response /* (4000, 11, 2014/08/13) */
8/12/
In an attempt to resolve this complaint but with no admission of liability, our office will call Mr*** to schedule an appointment within the next couple of weeks to have our foreman out to stop the leak and repair his base and tile
*** ***
Office Manager
Initial Business Response /* (1000, 5, 2014/05/07) */
Contact Name and Title: *** ***,President
Contact Phone: XXXXXXXXXX
Contact Email: ***@archwayone.com
On January 14, we receive a call from Mr*** with a request for service on a leaking windowArchway Construction
Company, Incsent out a foreman to inspect the problem on January 20, At this time, the gutters were full of ice and it was apparent there was not flashing for the roofing and guttersDue to the extreme cold weather, we returned on February 19, I, *** ***, personally was out with our foreman and pointed out to Mr*** the problem areaThe water was leaking 3"-5" above the window opening which he was made aware of and shownOur foreman went as far as getting on the roof to show Mr*** where and what the problem wasThe flashing, gutter and missing shingles were the problem -not the windowWe offered to fix it the following weekend for $385.00, but Mr*** said "I'm going out of town, I'll call you when I come back"As per our Contract, Archway did no roofing or flashing work on the roofThis repair was not Archway's responsibility or obligationWith reference to your comment "Archway refused to acknowledge the window was leaking" -Archway was waiting for a call to schedule the repair/service, not neglecting Mr*** as this was a work unrelated to the job we completed
Initial Consumer Rebuttal /* (3000, 7, 2014/05/14) */
Final Business Response /* (4000, 23, 2014/07/15) */
*** *** Mon, Jul 14, at 11:AM
To: *** ***"
Cc: *** ***
Ms***,
the complaint was resolved as per the Consumer's/clients last responseI am attaching the cleared check from the bank
Please let us know if there is anything else we need to do
*** ***, Office Manager
Archway Construction Company, Inc
Office: (XXX) XXX-XXXX
Direct: (XXX) XXX-XXXX
Fax: (XXX) XXX-XXXX
Final Consumer Response /* (3000, 13, 2014/06/09) */
Initial Business Response /* (1000, 8, 2015/06/01) */
Contact Name and Title: [redacted], Office Mgr
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@archwayone.com
[redacted] Response
We sold Mr. [redacted] a project to repoint (tuckpointing) his brick. Half a day in to the first day of work...
it occurred to him that he wanted to change the grinding style. We always grind a flat flush style but there are two more ways to grind; Concave and V-Style, which we don't recommend. Mr. [redacted] wanted us to do a concave style at first and again another day later he changed his mind and preferred the V-Style instead after work began at that point we were far along but agreed to do so to please Mr. [redacted] but also expressed our concern with such style. The next issue was the grinding depth. Grind is to be 1/2", 3/4" deep but Mr. [redacted] claimed first it was not deep enough then not wide enough. Mr. [redacted] was very difficult and was there with a measuring tape delaying the workers and even grabbing the tools and attempting to work with them, to the point our crew refused to continue work on his property. Another crew was assigned but it became a bigger and harder job when nothing would satisfy Mr. [redacted]. We have tried hard to work with Mr. [redacted] but weren't able to make him happy. Archway [redacted] make an appointment with Mr. [redacted] to try and come up with a solution.
Initial Consumer Rebuttal /* (3000, 10, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At the beginning I told Tim I wanted the same look Design that the brick mortar already had on my home which at that time I did not no what that was. But Tim I assumed did. Later Tim told me it was v style. The contract I signed was for grinding old mortar out and replacing it with new mortar. The first day of the project the workers where ready to add mortar with out grinding so I stopped them and showed them the contract was for grinding they said they would return cause they did not have the equipment to grind. Secound day they grinded old mortar 50% of the house third day they started appling mortar flush not v pattern to 5% of the house which again I stopped them and said that is not what I wanted and called archway to let them know they said they would take care of. I also told the workers and they told me don't worry it will look good. Again at this point only 5% of the house had mortar they went ahead and applied mortar anyway. When I got home the mortar was applied flush. again called archway Tim said he would come out. I told him, that is not what I wanted and he agreed to remove the mortar I also told him the grinding was not the full width of the mortar or depth there was a lip of mortar left behind in many place which were not 3/4 of a depth So the workers came out again and I watched them grind the mortar. I can't stress this enough... not at any time did I take there tools and try to use them if anything I had to lend them my stepladder cause the worker was standing on a bucket grinding the mortar off the house which caused a lot of face brick damage. Secound crew was never sent or seen at my property if they where I was not told about it. I did have a meeting with scot which told me we would continue the work. Work has continued but have to see how much of the damaged face brick will be noticeable after tuck pointing is completed.
Final Consumer Response /* (2000, 20, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Respectively Yes I SETTLED with archway.
Final Business Response /* (4000, 18, 2015/07/14) */
We have settled with Mr. [redacted].
[redacted]
Office Manager
(XXX) XXX-XXXX
Initial Business Response /* (1000, 5, 2014/07/24) */
Contact Name and Title: *** ***,President
Contact Phone: XXXXXXXXXX
Contact Email: ***@archwayone.com
With reference to Mr***' s Complaint, please know the following:
Per our records, customer was aware, prior to
installation that his tile selection and base was not adequate for the bathroom workCustomer decided to proceed with the material anyway
On June 26, we received a call from Mr*** for serviceAn appointment was made for July 1st, which I, *** ***, attendedFirst of all and upon arrival I reminded the customer and made him aware that the tile installed had been picked out by him and had not been recommended by usI also pointed out that the shower base had been his selection, but again, not recommended by us either
Overall, Archway did not pick out this material, only installed itI never agreed to replace the shower base and tiles at Archway's expense
If Mr*** wants Archway to come out and remove the tile that Mr*** picked out, we can install a new tile and shower base but he needs to supply itOnce again, he was made aware before installation that this material which was picked out on his own was not recommended by Archway but proceeded to move forward
Initial Consumer Rebuttal /* (3000, 7, 2014/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all ,I would like to see the company's records indicating I was aware of the insufficient materialI was NEVER made aware of the insufficient material and the company's CONTRACTOR, which I have his name and number, came with my wife and I to pick out the materialTHEIR CONTRACTOR PICKED OUT THE SHOWER AND THE BASE!!!!!!!.My wife and I did not know what to buy!!!! So Mr *** is misstating the factsHe was not there with us and his contractor ,picking out the material...Furthermore, Mr ***'s statement to me reminding me of the insufficient material is falseIt was never said to myself or my wife or to the contractor who was working here that dayIt is true we picked out the shower tiles with his contractor presentMr ***'s contractor even raved about the tiles beautyIf it was the wrong material, Mr***'s contractor should have pointed that out to usInstead we proceeded to buy the material and his contractor installed it, without telling my wife and I that it was the wrong product
I am not the construction specialist hereArchway is...If the material we were purchasing was not acceptable, the construction specialist and his contractor should have warned us!And they should have put that in writing that they could not guarantee their work!!! If they did, we would have never purchased it!!!!...So I must assume that Archway has incompetent contractors working for them and it is not this consumers faultThat falls on Archway for having that kind of worker employed!
Mr *** DID AGREE to replace the shower, the tile and the baseWe never discussed the price , so that is another fabrication of the facts of the case and further bending of the truthBut we feel the damage that has been done is caused by shoddy workmanship and material which was installed by the company which should be replaced at the company's expense....TWO questions I have to ask of Mr ***....if the company knew the material was wrong, why as a professional company did they install A DEFICIENT PRODUCT,KNOWING ALL TOO WELL THAT IT WOULD EVENTUALLY CAUSE A PROBLEM?
WHY WERE WE NOT MADE AWARE OF THIS IN WRITING AND SIGNED BY ALL PARTIES INVOLVED?.THAT TO ME IS SOPSTANDARD OPERATING PROCEDURE!
AND I WOULD LOVE TO SEE THE PROOF THAT I WAS MADE AWARE OF THE INSUFFICIENT PRODUCT
Final Business Response /* (4000, 11, 2014/08/13) */
8/12/
In an attempt to resolve this complaint but with no admission of liability, our office will call Mr*** to schedule an appointment within the next couple of weeks to have our foreman out to stop the leak and repair his base and tile
*** ***
Office Manager
Initial Business Response /* (1000, 5, 2014/05/07) */
Contact Name and Title: *** ***,President
Contact Phone: XXXXXXXXXX
Contact Email: ***@archwayone.com
On January 14, we receive a call from Mr*** with a request for service on a leaking windowArchway Construction
Company, Incsent out a foreman to inspect the problem on January 20, At this time, the gutters were full of ice and it was apparent there was not flashing for the roofing and guttersDue to the extreme cold weather, we returned on February 19, I, *** ***, personally was out with our foreman and pointed out to Mr*** the problem areaThe water was leaking 3"-5" above the window opening which he was made aware of and shownOur foreman went as far as getting on the roof to show Mr*** where and what the problem wasThe flashing, gutter and missing shingles were the problem -not the windowWe offered to fix it the following weekend for $385.00, but Mr*** said "I'm going out of town, I'll call you when I come back"As per our Contract, Archway did no roofing or flashing work on the roofThis repair was not Archway's responsibility or obligationWith reference to your comment "Archway refused to acknowledge the window was leaking" -Archway was waiting for a call to schedule the repair/service, not neglecting Mr*** as this was a work unrelated to the job we completed
Initial Consumer Rebuttal /* (3000, 7, 2014/05/14) */
Final Business Response /* (4000, 23, 2014/07/15) */
*** *** Mon, Jul 14, at 11:AM
To: *** ***"
Cc: *** ***
Ms***,
the complaint was resolved as per the Consumer's/clients last responseI am attaching the cleared check from the bank
Please let us know if there is anything else we need to do
*** ***, Office Manager
Archway Construction Company, Inc
Office: (XXX) XXX-XXXX
Direct: (XXX) XXX-XXXX
Fax: (XXX) XXX-XXXX
Final Consumer Response /* (3000, 13, 2014/06/09) */
Initial Business Response /* (1000, 8, 2015/06/01) */
Contact Name and Title: [redacted], Office Mgr
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@archwayone.com
[redacted] Response
We sold Mr. [redacted] a project to repoint (tuckpointing) his brick. Half a day in to the first day of work...
it occurred to him that he wanted to change the grinding style. We always grind a flat flush style but there are two more ways to grind; Concave and V-Style, which we don't recommend. Mr. [redacted] wanted us to do a concave style at first and again another day later he changed his mind and preferred the V-Style instead after work began at that point we were far along but agreed to do so to please Mr. [redacted] but also expressed our concern with such style. The next issue was the grinding depth. Grind is to be 1/2", 3/4" deep but Mr. [redacted] claimed first it was not deep enough then not wide enough. Mr. [redacted] was very difficult and was there with a measuring tape delaying the workers and even grabbing the tools and attempting to work with them, to the point our crew refused to continue work on his property. Another crew was assigned but it became a bigger and harder job when nothing would satisfy Mr. [redacted]. We have tried hard to work with Mr. [redacted] but weren't able to make him happy. Archway [redacted] make an appointment with Mr. [redacted] to try and come up with a solution.
Initial Consumer Rebuttal /* (3000, 10, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At the beginning I told Tim I wanted the same look Design that the brick mortar already had on my home which at that time I did not no what that was. But Tim I assumed did. Later Tim told me it was v style. The contract I signed was for grinding old mortar out and replacing it with new mortar. The first day of the project the workers where ready to add mortar with out grinding so I stopped them and showed them the contract was for grinding they said they would return cause they did not have the equipment to grind. Secound day they grinded old mortar 50% of the house third day they started appling mortar flush not v pattern to 5% of the house which again I stopped them and said that is not what I wanted and called archway to let them know they said they would take care of. I also told the workers and they told me don't worry it will look good. Again at this point only 5% of the house had mortar they went ahead and applied mortar anyway. When I got home the mortar was applied flush. again called archway Tim said he would come out. I told him, that is not what I wanted and he agreed to remove the mortar I also told him the grinding was not the full width of the mortar or depth there was a lip of mortar left behind in many place which were not 3/4 of a depth So the workers came out again and I watched them grind the mortar. I can't stress this enough... not at any time did I take there tools and try to use them if anything I had to lend them my stepladder cause the worker was standing on a bucket grinding the mortar off the house which caused a lot of face brick damage. Secound crew was never sent or seen at my property if they where I was not told about it. I did have a meeting with scot which told me we would continue the work. Work has continued but have to see how much of the damaged face brick will be noticeable after tuck pointing is completed.
Final Consumer Response /* (2000, 20, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Respectively Yes I SETTLED with archway.
Final Business Response /* (4000, 18, 2015/07/14) */
We have settled with Mr. [redacted].
[redacted]
Office Manager
(XXX) XXX-XXXX