I am sorry for the apparent delay on this responseWe have had an elimination of a position here at Miracle and are just finding a few things still left undone I have recently become fairly familiar with this situationI cannot say that I disagree with the complaint from this client because I had discovered that one of our personal( coincidently this is the person who is no longer with us) had not communicated that the gravity of the clients frustration and need As your notice came to me a few weeks ago, I did personally visit the site with my warranty person and agreed to stay with this matter until the client and ourselves find a solutionI intend to meet at the clients house again( hopefully to step closer to resolution) this Monday One item that has come to bear on this is that this home is considerably past the year warranty periodEven so, we are attempting to be cooperative in coming up with a satisfactory resolution If you have questions, I can be reached at this email address or at my phone ###-###-#### Best, [redacted]
Please know that we are sympathetic to the homeowner situation but until this posting appeared on the Revdex.com, we truly had no idea that items on this home were left unresolvedThis home is one in a grouping of similar sized/designed Miracle Homebuilder’s HomesA few Months ago, soon after the homeowner moved into the home, we had a walk-through inspection where several items were noted and we began to complete these items Soon thereafter, the homeowner forwarded several pages of additional items which they also wanted to be addressed, As the company headI personally met on site to discover why so many items were attached to this home, The home owners were given my personal gel) phone number and I believe I have follow calls or questions from homeowner very promptlyThe last thing we desire is a dissatisfied clientTherefore, while numerous items on their list were considered and/or not normally something other clients have ever taken issue with, I agreed to go the extra mile, ( re-texturing whole ceiling or wall areas and repainting same) just to assure a satisfied clientObviously, we still fell short of the homeowner expectationsThe last time that I visited the home and met with the homeowner was about a month (or more) agoAt that time, the remaining item was that a luxury waterfall faucet in the master bathroom was having an issue whereas the waterfall action was dripping over a vessel bowl sinkThe master's other (twin) sink did not seem to be an issue as it was adjusted by our warranty person seemingly resolving the issueI then adjusted the remaining problematic faucet and the problem seemed to be resolvedI took some video of the working faucets as reference that they now both worked properly As I departed from the home, I told homeowner that if the water splash/flow over the sink continued, I would then agree to replace the faucets with either a new-style, or a new same-style, I left the home feeling that everything was resolved and properI received no communication of any kind from the homeowner stating that more work of any kind was lackingI was/am genuinely surprised that we received their complaint comment via the Revdex.comAs soon as I found out that something apparently was still lacking, I immediately called and texted homeowner asking him to please communicate to me what was still unresolvedHC expressed that a day before he sent the Revdex.com comment, he had emailed the unresolved items to our company, but not to mcHe also stated (texted) that he would no longer communicate with us but only via the Revdex.comof course I immediately had our company forward their communication to meThe homeowner email suggested that they expected further action on the faucets and (a second new item that had once been previously discussed and we believed was not unresolved) that they wanted us to reimburse them around $for them choosing to hire an air duct cleanerOriginally the homeowner felt we did a substandard job in keeping debris out of the ductwork We normally vacuum the visible/reachable air supply ductsA few however were not properly vacuumedThey did not want us to vacuum the vents, stating that they would likely be having the ducts professionally cleaned, Please note that air duct cleaning is exceedingly rare in now home constructionEven so, as soon as discovered that this Revdex.com complaint had only two items on it (the faucet and the reimbursement the duct cleaning) I instructed that to show that we do go the extra mile to satisfy our clients, we immediately send a reimbursement checkThis check has been sent, This leaves us with the faucet resolutionFor this, as the client has not given us any detail on how they wish to proceed, assume they desire faucet replacementAs we will require time to enter the home to make this change, I humbly suggest they communicate with myself to set up an agreeable time (or us to make the changeIn wanting to make sure that we were not miscommunicating with other neighboring, similar homes, we called them to see that they were satisfied, This prompted one neighbor to submit a satisfaction commentary to the Revdex.com.Incidentally, we are/have been building a home directly next door to the homeowner home, about feet awayI am at this neighboring home at least once a day, days a week, I thought that if this faucet (which I believed was fixed) issue had re-occurred, the homeowner had easy access to let us know, Please know that no matter what has passed between the homeowner and ourselves on this faucet / reimbursement issue, we sincerely appreciate the homeowner and only wish to do well by them
[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 ***.*** *** has been out to the houseLast visit was on 5/with a contractor (Dakota Drywall) who has agreed to take on the repairsRepairs are scheduled for June 6th, 2016.I see ***'s comment about being outside the warranty, but the damage to the drywall happened during warranty as well as the initial repairsThose initial repairs are the ones not competed to satisfactory standards, and this why we are still in discussion because of the outstanding services with the warranty.
Regards,
*** ***
Please know that we are sympathetic
to the homeowner situation but until this posting appeared on the Revdex.com, we truly
had no idea that items on this home were left unresolved. This home is one in a
grouping of similar sized/designed Miracle Homebuilder’s Homes. A few Months
ago, soon after the...
homeowner moved into the home, we had a walk-through
inspection where several items were noted and we began to complete these items.
Soon thereafter, the homeowner forwarded several pages of additional items
which they also wanted to be addressed, As the company head. I personally met
on site to discover why so many items were attached to this home, The home
owners were given my personal gel) phone number and I believe I have followed-up
calls or questions from homeowner very promptly. The last thing we desire is a
dissatisfied client. Therefore, while numerous items on their list were
considered normal and/or not normally something other clients have ever taken issue
with, I agreed to go the extra mile, ( re-texturing whole ceiling or wall areas
and repainting same) just to assure a satisfied client. Obviously, we still
fell short of the homeowner expectations. The last time that I visited the home
and met with the homeowner was about a month (or more) ago. At that time, the remaining
item was that a luxury waterfall faucet in the master bathroom was having an
issue whereas the waterfall action was dripping over a vessel bowl sink. The
master's other (twin) sink did not seem to be an issue as it was adjusted by
our warranty person seemingly resolving the issue. I then adjusted the
remaining problematic faucet and the problem seemed to be resolved. I took some
video of the working faucets as reference that they now both worked properly.
As I departed from the home, I told homeowner that if the water splash/flow
over the sink continued, I would then agree to replace the faucets with either
a new-style, or a new same-style, I left the home feeling that everything was
resolved and proper. I received no communication of any kind from the homeowner
stating that more work of any kind was lacking. I was/am genuinely surprised
that we received their complaint comment via the Revdex.com. As soon as I found out
that something apparently was still lacking, I immediately called and
texted homeowner asking him to please communicate to me what was still
unresolved. HC expressed that a day before he sent the Revdex.com comment, he had
emailed the unresolved items to our company, but not to mc. He also stated (texted)
that he would no longer communicate with us but only via the Revdex.com. of course I immediately
had our company forward their communication to me. The homeowner email suggested
that they expected further action on the faucets and (a second new item that had once been previously
discussed and we believed was not unresolved) that they wanted us to reimburse
them around $450 for them choosing to hire an air duct cleaner. Originally the
homeowner felt we did a substandard job in keeping debris out of the ductwork.
We normally vacuum the visible/reachable air supply ducts. A few however were
not properly vacuumed. They did not want us to vacuum the vents, stating that
they would likely be having the ducts professionally cleaned, Please note that
air duct cleaning is exceedingly rare in now home construction. Even so, as
soon as discovered that this Revdex.com complaint had only two items on it (the faucet
and the reimbursement the duct cleaning) I instructed that to show that we do
go the extra mile to satisfy our clients, we immediately send a reimbursement
check. This check has been sent, This leaves us with the faucet resolution. For
this, as the client has not given us any detail on how they wish to proceed, 1
assume they desire faucet replacement. As we will require time to enter the
home to make this change, I humbly suggest they communicate with myself to set
up an agreeable time (or us to make the change. In wanting to make sure that we
were not miscommunicating with other neighboring, similar homes, we called them
to see that they were satisfied, This prompted one neighbor to submit a
satisfaction commentary to the Revdex.com.Incidentally, we are/have been building a home directly
next door to the homeowner home, about 50 feet away. I am at this neighboring
home at least once a day, 7 days a week, I thought that if this faucet (which I
believed was fixed) issue had re-occurred, the homeowner had easy access to let
us know, Please know that no matter what has passed between the homeowner and
ourselves on this faucet / reimbursement issue, we sincerely appreciate the homeowner
and only wish to do well by them.
This complaint issue has just come to my attention earlier tonight. As you can read in theattached letter below, it is our sincere desire to take care of this issue and this client.In speaking with our warranty person [redacted], and [redacted], both have tried in the past to assist[redacted] in the past. On the...
surface, it appears as though they provided a solution which shouldhave been appropriate to alleviate the issue. Since the client reports that the moisture and moldissues continue, I have requested the following.1. [redacted] and I should talk as soon as possible because I may be able to better understand andoffer. a remedy.2. I and [redacted], potentially with a factory window manufacturer representative (from[redacted]) should meet with [redacted] at her home for an on-site inspection.We stand behind our homes and products as we use good quality construction techniquesand materials. While I cannot say for sure, without first having verification that the windowshave not failed in some way or been mis-manufactured, these faults would be exceptionally rare.If you do a simple research of the [redacted] brand, they are one of the finest qualitywindows ever built. They have many awards to their credit and they are the very windows Ichose to put in my own home.[redacted] company have a good level of expertise in building homes that are highly unlikelyto attract or foster mold growth. The issue of mold in homes has been a hot-button item that Ihave become enough of an expert on, that I have spoken to this subject in conferences byinvitation of the state of Wisconsin. I have strong suspicions that I can shed light on how toremedy the situation, and look forward to meeting with [redacted] and better understanding the factsof this matter.As for this issue being caused by inferior windows, (and I cannot rule this out without a visualinspection of the windows) I highly doubt the condensation and mold issues are being caused byfaulty windows. Until the root cause is remedied, another window brand would be most likelynot to solve the problem. We have used these same windows in thousands of homes with lessthan a handful of similar issues. In every one of those cases, we have resolved the issue.If you would like to discuss this further, I can be reached at the office at [redacted]Sincerely,
I am sorry for the apparent delay on this response. We have had an elimination of a position here at Miracle and are just finding a few things still left undone. I have recently become fairly familiar with this situation. I cannot say that I disagree with the complaint...
from this client because I had discovered that one of our personal( coincidently this is the person who is no longer with us) had not communicated that the gravity of the clients frustration and need. As your notice came to me a few weeks ago, I did personally visit the site with my warranty person and agreed to stay with this matter until the client and ourselves find a solution. I intend to meet at the clients house again( hopefully to step closer to resolution) this Monday. One item that has come to bear on this is that this home is considerably past the 1 year warranty period. Even so, we are attempting to be cooperative in coming up with a satisfactory resolution. If you have questions, I can be reached at this email address or at my phone ###-###-####. Best, [redacted]
I am sorry for the apparent delay on this responseWe have had an elimination of a position here at Miracle and are just finding a few things still left undone I have recently become fairly familiar with this situationI cannot say that I disagree with the complaint from this client because I had discovered that one of our personal( coincidently this is the person who is no longer with us) had not communicated that the gravity of the clients frustration and need As your notice came to me a few weeks ago, I did personally visit the site with my warranty person and agreed to stay with this matter until the client and ourselves find a solutionI intend to meet at the clients house again( hopefully to step closer to resolution) this Monday One item that has come to bear on this is that this home is considerably past the year warranty periodEven so, we are attempting to be cooperative in coming up with a satisfactory resolution If you have questions, I can be reached at this email address or at my phone ###-###-#### Best, [redacted]
Please know that we are sympathetic to the homeowner situation but until this posting appeared on the Revdex.com, we truly had no idea that items on this home were left unresolvedThis home is one in a grouping of similar sized/designed Miracle Homebuilder’s HomesA few Months ago, soon after the homeowner moved into the home, we had a walk-through inspection where several items were noted and we began to complete these items Soon thereafter, the homeowner forwarded several pages of additional items which they also wanted to be addressed, As the company headI personally met on site to discover why so many items were attached to this home, The home owners were given my personal gel) phone number and I believe I have follow calls or questions from homeowner very promptlyThe last thing we desire is a dissatisfied clientTherefore, while numerous items on their list were considered and/or not normally something other clients have ever taken issue with, I agreed to go the extra mile, ( re-texturing whole ceiling or wall areas and repainting same) just to assure a satisfied clientObviously, we still fell short of the homeowner expectationsThe last time that I visited the home and met with the homeowner was about a month (or more) agoAt that time, the remaining item was that a luxury waterfall faucet in the master bathroom was having an issue whereas the waterfall action was dripping over a vessel bowl sinkThe master's other (twin) sink did not seem to be an issue as it was adjusted by our warranty person seemingly resolving the issueI then adjusted the remaining problematic faucet and the problem seemed to be resolvedI took some video of the working faucets as reference that they now both worked properly As I departed from the home, I told homeowner that if the water splash/flow over the sink continued, I would then agree to replace the faucets with either a new-style, or a new same-style, I left the home feeling that everything was resolved and properI received no communication of any kind from the homeowner stating that more work of any kind was lackingI was/am genuinely surprised that we received their complaint comment via the Revdex.comAs soon as I found out that something apparently was still lacking, I immediately called and texted homeowner asking him to please communicate to me what was still unresolvedHC expressed that a day before he sent the Revdex.com comment, he had emailed the unresolved items to our company, but not to mcHe also stated (texted) that he would no longer communicate with us but only via the Revdex.comof course I immediately had our company forward their communication to meThe homeowner email suggested that they expected further action on the faucets and (a second new item that had once been previously discussed and we believed was not unresolved) that they wanted us to reimburse them around $for them choosing to hire an air duct cleanerOriginally the homeowner felt we did a substandard job in keeping debris out of the ductwork We normally vacuum the visible/reachable air supply ductsA few however were not properly vacuumedThey did not want us to vacuum the vents, stating that they would likely be having the ducts professionally cleaned, Please note that air duct cleaning is exceedingly rare in now home constructionEven so, as soon as discovered that this Revdex.com complaint had only two items on it (the faucet and the reimbursement the duct cleaning) I instructed that to show that we do go the extra mile to satisfy our clients, we immediately send a reimbursement checkThis check has been sent, This leaves us with the faucet resolutionFor this, as the client has not given us any detail on how they wish to proceed, assume they desire faucet replacementAs we will require time to enter the home to make this change, I humbly suggest they communicate with myself to set up an agreeable time (or us to make the changeIn wanting to make sure that we were not miscommunicating with other neighboring, similar homes, we called them to see that they were satisfied, This prompted one neighbor to submit a satisfaction commentary to the Revdex.com.Incidentally, we are/have been building a home directly next door to the homeowner home, about feet awayI am at this neighboring home at least once a day, days a week, I thought that if this faucet (which I believed was fixed) issue had re-occurred, the homeowner had easy access to let us know, Please know that no matter what has passed between the homeowner and ourselves on this faucet / reimbursement issue, we sincerely appreciate the homeowner and only wish to do well by them
[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 ***.*** *** has been out to the houseLast visit was on 5/with a contractor (Dakota Drywall) who has agreed to take on the repairsRepairs are scheduled for June 6th, 2016.I see ***'s comment about being outside the warranty, but the damage to the drywall happened during warranty as well as the initial repairsThose initial repairs are the ones not competed to satisfactory standards, and this why we are still in discussion because of the outstanding services with the warranty.
Regards,
*** ***
Please know that we are sympathetic
to the homeowner situation but until this posting appeared on the Revdex.com, we truly
had no idea that items on this home were left unresolved. This home is one in a
grouping of similar sized/designed Miracle Homebuilder’s Homes. A few Months
ago, soon after the...
homeowner moved into the home, we had a walk-through
inspection where several items were noted and we began to complete these items.
Soon thereafter, the homeowner forwarded several pages of additional items
which they also wanted to be addressed, As the company head. I personally met
on site to discover why so many items were attached to this home, The home
owners were given my personal gel) phone number and I believe I have followed-up
calls or questions from homeowner very promptly. The last thing we desire is a
dissatisfied client. Therefore, while numerous items on their list were
considered normal and/or not normally something other clients have ever taken issue
with, I agreed to go the extra mile, ( re-texturing whole ceiling or wall areas
and repainting same) just to assure a satisfied client. Obviously, we still
fell short of the homeowner expectations. The last time that I visited the home
and met with the homeowner was about a month (or more) ago. At that time, the remaining
item was that a luxury waterfall faucet in the master bathroom was having an
issue whereas the waterfall action was dripping over a vessel bowl sink. The
master's other (twin) sink did not seem to be an issue as it was adjusted by
our warranty person seemingly resolving the issue. I then adjusted the
remaining problematic faucet and the problem seemed to be resolved. I took some
video of the working faucets as reference that they now both worked properly.
As I departed from the home, I told homeowner that if the water splash/flow
over the sink continued, I would then agree to replace the faucets with either
a new-style, or a new same-style, I left the home feeling that everything was
resolved and proper. I received no communication of any kind from the homeowner
stating that more work of any kind was lacking. I was/am genuinely surprised
that we received their complaint comment via the Revdex.com. As soon as I found out
that something apparently was still lacking, I immediately called and
texted homeowner asking him to please communicate to me what was still
unresolved. HC expressed that a day before he sent the Revdex.com comment, he had
emailed the unresolved items to our company, but not to mc. He also stated (texted)
that he would no longer communicate with us but only via the Revdex.com. of course I immediately
had our company forward their communication to me. The homeowner email suggested
that they expected further action on the faucets and (a second new item that had once been previously
discussed and we believed was not unresolved) that they wanted us to reimburse
them around $450 for them choosing to hire an air duct cleaner. Originally the
homeowner felt we did a substandard job in keeping debris out of the ductwork.
We normally vacuum the visible/reachable air supply ducts. A few however were
not properly vacuumed. They did not want us to vacuum the vents, stating that
they would likely be having the ducts professionally cleaned, Please note that
air duct cleaning is exceedingly rare in now home construction. Even so, as
soon as discovered that this Revdex.com complaint had only two items on it (the faucet
and the reimbursement the duct cleaning) I instructed that to show that we do
go the extra mile to satisfy our clients, we immediately send a reimbursement
check. This check has been sent, This leaves us with the faucet resolution. For
this, as the client has not given us any detail on how they wish to proceed, 1
assume they desire faucet replacement. As we will require time to enter the
home to make this change, I humbly suggest they communicate with myself to set
up an agreeable time (or us to make the change. In wanting to make sure that we
were not miscommunicating with other neighboring, similar homes, we called them
to see that they were satisfied, This prompted one neighbor to submit a
satisfaction commentary to the Revdex.com.Incidentally, we are/have been building a home directly
next door to the homeowner home, about 50 feet away. I am at this neighboring
home at least once a day, 7 days a week, I thought that if this faucet (which I
believed was fixed) issue had re-occurred, the homeowner had easy access to let
us know, Please know that no matter what has passed between the homeowner and
ourselves on this faucet / reimbursement issue, we sincerely appreciate the homeowner
and only wish to do well by them.
This complaint issue has just come to my attention earlier tonight. As you can read in theattached letter below, it is our sincere desire to take care of this issue and this client.In speaking with our warranty person [redacted], and [redacted], both have tried in the past to assist[redacted] in the past. On the...
surface, it appears as though they provided a solution which shouldhave been appropriate to alleviate the issue. Since the client reports that the moisture and moldissues continue, I have requested the following.1. [redacted] and I should talk as soon as possible because I may be able to better understand andoffer. a remedy.2. I and [redacted], potentially with a factory window manufacturer representative (from[redacted]) should meet with [redacted] at her home for an on-site inspection.We stand behind our homes and products as we use good quality construction techniquesand materials. While I cannot say for sure, without first having verification that the windowshave not failed in some way or been mis-manufactured, these faults would be exceptionally rare.If you do a simple research of the [redacted] brand, they are one of the finest qualitywindows ever built. They have many awards to their credit and they are the very windows Ichose to put in my own home.[redacted] company have a good level of expertise in building homes that are highly unlikelyto attract or foster mold growth. The issue of mold in homes has been a hot-button item that Ihave become enough of an expert on, that I have spoken to this subject in conferences byinvitation of the state of Wisconsin. I have strong suspicions that I can shed light on how toremedy the situation, and look forward to meeting with [redacted] and better understanding the factsof this matter.As for this issue being caused by inferior windows, (and I cannot rule this out without a visualinspection of the windows) I highly doubt the condensation and mold issues are being caused byfaulty windows. Until the root cause is remedied, another window brand would be most likelynot to solve the problem. We have used these same windows in thousands of homes with lessthan a handful of similar issues. In every one of those cases, we have resolved the issue.If you would like to discuss this further, I can be reached at the office at [redacted]Sincerely,
I am sorry for the apparent delay on this response. We have had an elimination of a position here at Miracle and are just finding a few things still left undone. I have recently become fairly familiar with this situation. I cannot say that I disagree with the complaint...
from this client because I had discovered that one of our personal( coincidently this is the person who is no longer with us) had not communicated that the gravity of the clients frustration and need. As your notice came to me a few weeks ago, I did personally visit the site with my warranty person and agreed to stay with this matter until the client and ourselves find a solution. I intend to meet at the clients house again( hopefully to step closer to resolution) this Monday. One item that has come to bear on this is that this home is considerably past the 1 year warranty period. Even so, we are attempting to be cooperative in coming up with a satisfactory resolution. If you have questions, I can be reached at this email address or at my phone ###-###-####. Best, [redacted]