We are responding to the complaint filed against our company by [redacted] Before we can respond to the specifics of the complaint filed against our company, we first need to correct some incorrect background informationThis job was sold on 07/03/and installed on 08/15/2013, not As you can see, this work was completed well over a year ago On September 9, 2013, [redacted] *** emailed our company, stating she was not happy with the workWe immediately dispatched our service technician and foreman to address the customer's concerns, which were minor in nature -- seams, taping, and wrinkles in the CleanSpace moisture barrierAfter our workers made these minor changes at no additional cost to the customer, she stated she was satisfied On March 16, — six months after we made these minor changes and further ensured that the system was working properly -- we received an email that she had a leak in her basement and a problem with her boilerUpon investigation by one of our employees and her handyman, we discovered that the leak was from a blocked sewer line out in her yard that backed up into her basementThis had nothing to do with our systemWe also had nothing to do with her boiler system problem, as our waterproofing system is not tied to her boiler in any way Nevertheless, we did not charge her for this service visit Then on August 28, 2014, more than five months after checking on her sewer line and boiler, we received a complaint from the [redacted] office alleging a number of issues, including problems with her boiler, hot water tank, washing machine and sewer, as well as alleging that our employee stole items from her basement when the system was installed in August (Our detailed response to the [redacted] is attachedHer complaint was not pursued by the [redacted] .) We knew immediately that these allegations were unfounded and not related to any work that we had doneThere is no possibility whatsoever that our work had anything to do with problems pertaining to her sewer, boiler, hot water tank or washing machineThese appliances and utilities are not tied into our system in any way As for the accusation of theft, this, too, is unfoundedThe homeowner failed to move items as she had agreed to move in our contractOur employees had to move these items before beginning work, so they worked side by side with the homeowner to ensure that nothing was thrown away that shouldn't have beenShe sorted through items that she did not want and asked that they be taken to the landfillShe even acknowledges this in one of her emails to us(We also provided proof of landfill receipts to the [redacted] ) In an attempt to try in some way to satisfy this customer, we sent our Service Manager and Production Manager to meet with [redacted] *** on 9/05/ [redacted] *** was very reluctant at first to have our managers view the work we had done in her basement(Upon inspection, our managers confirmed once more that the job was completed according to our contract and the system was working properly.) Once arriving in the basement, [redacted] *** stated to our two managers that she did not like the CleanSpace product that was covering her basement floorShe asked what could be put in its place Our employees told her that our company has no other product for dirt floors, but that we would be happy to remove this product and provide her with a full refundShe stated that she did not want our products removed, as they were working as intended and her basement was dry Our Production Manager then asked [redacted] what our company could do to make her a satisfied customer, thinking that she might want a partial refund or some minor considerationM [redacted] response floored both of our managers [redacted] replied, "$100,That will get me out of debt and give me a nice nest egg." This is an exact quote as relayed to me by two different managersShe explained to our managers how she was having a hard time paying bills and that a large settlement from us would help her get out of debtTo specifically address other items in the complaint to the Revdex.com -- they are also falseWe installed the system exactly as designed on the proposalShe received a copy of the entire proposal and she signed/initialed each page in July We will be more than happy to provide a copyAs you can see from the dates above, there were approximately six weeks between when we gave her the proposal and when the job was installed She had ample time to review all of the information we provided her, including the brochures and samples, not to mention all of the information we provide on our internet site about our products Needless to say, we have done everything possible to satisfy this customerWe even offered to remove the product and provide her with a full refundWe even dispatched a serviceman to her home without charge to investigate what turned out to be a stopped up sewer line in her yardDespite all these efforts, this customer asked our managers for $100,to resolve her complaint, which is about times what we charged her to install our waterproofing system! At this point we are not willing to refund any money as there is no problem whatsoever with our waterproofing systemThe problem apparently is with the customer's financial situation and it should not fall on our shoulders to bail her out As an accredited member of the Revdex.com and a company that has strived to provide all of our customers with the best service possible every day since we proudly began our business years ago, we have gone the extra mile for this customer time and time again —only to be asked to provide her with a "nest egg." Please contact me if you need additional information or further documentation
[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 my complaint I have spoken to a representative at the company and we were able to get the issue resolved Thank you for help on this issue, and thanks to the company for working with me Regards, A [redacted]
We have just received you complaint to the Revdex.com about the scheduling of your poly level projectIt is unfortunate that you feel we have not been timely in our estimate and scheduling of your projectIn late September when our estimator first looked at you home he told you that we could not perform the work due to the fact that the crawispace could not be accessed and there was concern that the lifting of the garage slab could put pressure on the adjoining crawispace wall and cause damage to this areaIt is my understandings that after a conversation with our estimator in early October that you really wanted to have something done and you were willing to sign off on any damages caused from the liftingWe worked on coming up with an unconventional solution to fix your garage slabThe estimate was sent to you on October 7th, you did not sign the proposal until October 17", and the deposit was not paid until October 26"This is not a typical installation and has to be coordinated using the Poly Crew with additional manpower to complete the projectWe do not feel that a five to six week lead time to install is an unreasonable timeframe, as we do have other jobs to complete prior to starting yoursIt does not state anywhere that this project would be completed by a certain date and we do our best to schedule projects in a timely mannerI do apologize if the production department has not kept you informed as to the scheduleAt this juncture we feel it would be in both parties best interest to fully refund your deposit and you can find another contractor to complete your workWe will be in contact with you to get your credit card number as we do not keep this information on fileRespectfully, [redacted]
We are responding to the complaint filed against our company by [redacted] Before we can respond to the specifics of the complaint filed against our company, we first need to correct some incorrect background informationThis job was sold on 07/03/and installed on 08/15/2013, not As you can see, this work was completed well over a year ago On September 9, 2013, [redacted] *** emailed our company, stating she was not happy with the workWe immediately dispatched our service technician and foreman to address the customer's concerns, which were minor in nature -- seams, taping, and wrinkles in the CleanSpace moisture barrierAfter our workers made these minor changes at no additional cost to the customer, she stated she was satisfied On March 16, — six months after we made these minor changes and further ensured that the system was working properly -- we received an email that she had a leak in her basement and a problem with her boilerUpon investigation by one of our employees and her handyman, we discovered that the leak was from a blocked sewer line out in her yard that backed up into her basementThis had nothing to do with our systemWe also had nothing to do with her boiler system problem, as our waterproofing system is not tied to her boiler in any way Nevertheless, we did not charge her for this service visit Then on August 28, 2014, more than five months after checking on her sewer line and boiler, we received a complaint from the [redacted] office alleging a number of issues, including problems with her boiler, hot water tank, washing machine and sewer, as well as alleging that our employee stole items from her basement when the system was installed in August (Our detailed response to the [redacted] is attachedHer complaint was not pursued by the [redacted] .) We knew immediately that these allegations were unfounded and not related to any work that we had doneThere is no possibility whatsoever that our work had anything to do with problems pertaining to her sewer, boiler, hot water tank or washing machineThese appliances and utilities are not tied into our system in any way As for the accusation of theft, this, too, is unfoundedThe homeowner failed to move items as she had agreed to move in our contractOur employees had to move these items before beginning work, so they worked side by side with the homeowner to ensure that nothing was thrown away that shouldn't have beenShe sorted through items that she did not want and asked that they be taken to the landfillShe even acknowledges this in one of her emails to us(We also provided proof of landfill receipts to the [redacted] ) In an attempt to try in some way to satisfy this customer, we sent our Service Manager and Production Manager to meet with [redacted] *** on 9/05/ [redacted] *** was very reluctant at first to have our managers view the work we had done in her basement(Upon inspection, our managers confirmed once more that the job was completed according to our contract and the system was working properly.) Once arriving in the basement, [redacted] *** stated to our two managers that she did not like the CleanSpace product that was covering her basement floorShe asked what could be put in its place Our employees told her that our company has no other product for dirt floors, but that we would be happy to remove this product and provide her with a full refundShe stated that she did not want our products removed, as they were working as intended and her basement was dry Our Production Manager then asked [redacted] what our company could do to make her a satisfied customer, thinking that she might want a partial refund or some minor considerationM [redacted] response floored both of our managers [redacted] replied, "$100,That will get me out of debt and give me a nice nest egg." This is an exact quote as relayed to me by two different managersShe explained to our managers how she was having a hard time paying bills and that a large settlement from us would help her get out of debtTo specifically address other items in the complaint to the Revdex.com -- they are also falseWe installed the system exactly as designed on the proposalShe received a copy of the entire proposal and she signed/initialed each page in July We will be more than happy to provide a copyAs you can see from the dates above, there were approximately six weeks between when we gave her the proposal and when the job was installed She had ample time to review all of the information we provided her, including the brochures and samples, not to mention all of the information we provide on our internet site about our products Needless to say, we have done everything possible to satisfy this customerWe even offered to remove the product and provide her with a full refundWe even dispatched a serviceman to her home without charge to investigate what turned out to be a stopped up sewer line in her yardDespite all these efforts, this customer asked our managers for $100,to resolve her complaint, which is about times what we charged her to install our waterproofing system! At this point we are not willing to refund any money as there is no problem whatsoever with our waterproofing systemThe problem apparently is with the customer's financial situation and it should not fall on our shoulders to bail her out As an accredited member of the Revdex.com and a company that has strived to provide all of our customers with the best service possible every day since we proudly began our business years ago, we have gone the extra mile for this customer time and time again —only to be asked to provide her with a "nest egg." Please contact me if you need additional information or further documentation
[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 my complaint I have spoken to a representative at the company and we were able to get the issue resolved Thank you for help on this issue, and thanks to the company for working with me Regards, A [redacted]
We have just received you complaint to the Revdex.com about the scheduling of your poly level projectIt is unfortunate that you feel we have not been timely in our estimate and scheduling of your projectIn late September when our estimator first looked at you home he told you that we could not perform the work due to the fact that the crawispace could not be accessed and there was concern that the lifting of the garage slab could put pressure on the adjoining crawispace wall and cause damage to this areaIt is my understandings that after a conversation with our estimator in early October that you really wanted to have something done and you were willing to sign off on any damages caused from the liftingWe worked on coming up with an unconventional solution to fix your garage slabThe estimate was sent to you on October 7th, you did not sign the proposal until October 17", and the deposit was not paid until October 26"This is not a typical installation and has to be coordinated using the Poly Crew with additional manpower to complete the projectWe do not feel that a five to six week lead time to install is an unreasonable timeframe, as we do have other jobs to complete prior to starting yoursIt does not state anywhere that this project would be completed by a certain date and we do our best to schedule projects in a timely mannerI do apologize if the production department has not kept you informed as to the scheduleAt this juncture we feel it would be in both parties best interest to fully refund your deposit and you can find another contractor to complete your workWe will be in contact with you to get your credit card number as we do not keep this information on fileRespectfully, [redacted]