I apologize for the late responseI have reviewed the items of concern and this is Bedrock's response 1) It is my understanding that the windows have now been repairedIt was just a matter of getting the window supplier to fit this repair into their schedule, but we apologize for the time it did take to complete 2) The floor squeaks discovered during the warranty period have been determined to have been resolvedThe warranty team was out multiple times to diagnose and repair these squeaks, and were unable to obtain signoff because one of the homeowner's was not able to attend the appointmentIt has been decided that any squeaks that have developed now were not present or documented during the warranty period and/or they are within industry standards which are determined by provincial warranty regulationsThis has been clearly explained to the homeowner's 3) I have checked with our seasonal administrator, the warranty department, and the grading contractor, and nobody has anything on record in regards to any fencing damage that occurred during the grading processI am not saying that this wasn't brought to somebody's attention, but we simply can't find any record of itIf the homeowner's can provide some sort of written correspondence about this issue with anybody on the Bedrock side, or the [redacted] side, we would be happy to look into this matter further Cam F [redacted] Vice President Bedrock Homes
Initial Business Response / [redacted] (1000, 8, 2015/06/12) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bedrockhomes.ca On behalf of Bedrock we sincerely apologize for how frustrating this process has been for the homeownerThere is no sufficient excuse for it so I'm not going to waste time making any, since it's not going to help the situationWe completed a repair in the same model of home with the same issue in February/March so we are going to follow up with those homeowners to see how successful it wasProviding it was a successful solution we'd be looking to do the same for this homeowner, but even if it is not we will come up with another solution that we will be confident inThe homeowner will be contacted within the following week to set up an appointment
I am rejecting this response because a consumer should not be expected to incur any cost to fix deficiencies caused by the poor craftsman ship of the builderWe paid premium for our home and are asking that our floors are fixed right Please be advised that all of the items submitted on the month warranty list have NOT been completed yetThere are outstanding items on that list stillwe have been very patient with bedrock and also working around their schedule [redacted] the second is the squeaks in the flooringNONE of the squeaks have been fixed, not even the original ones submitted in a timely manner On the month warranty list It is absolutely ridiculous to suggest that a [redacted] wet mop would cause Squeaks in the subflooringPlease take into account that some of the squeaks are in the stairs that are carpeted and would have never came into contact with a [redacted] wet mopFurthermore if large company such as bedrock installs floors that require special care, then they should have in place tutorials so they educate their consumers on how to properly take care of themIt is their responsibility to pass on this helpful information to their valuable customers we are not confident that the floor was installed properlyWe paid for the floor once and now we are being asked to pay for it againThis is a ridiculous suggestion [redacted] We invite you Ken and you Chad to our home, we would love to show you that the problem is very Real [redacted] *** [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/04/16) */ Contact Name and Title: [redacted] GM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bedrockhomes.ca I applogize for my tardiness in responding to this Revdex.com complaintI received an e-mail from [redacted] on April 3rd to which I responded to the same appologizing for the time it has taken to resolve the remaining items from his pre-occupancy walkthroughI have directed our new site supervisor, [redacted] to line up the remaining repairs so they can all get completed in a timely mannerI spoke to [redacted] today and he informed me that he has been in contact with the tradespeople required to complete the work but has not yet spoken to [redacted] to let him know this was in progressI appologize again for the poor communication from our side [redacted] will be in touch with [redacted] shortly to schedule the work to be completed Thank you for your patience [redacted] General Manager Bedrock Homes Ltd Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please provide a firm date when all of the required items are going to be complete Site supervisor was in contact with me more than once, as well as he visit the property twice in the last couple of months, but it did not got any further than promisesLast voice mail that I have received from [redacted] was April 2014, stating that he would come out on the same date to replace a pot-lightAs of morning of April 25,it has not been complete Once again please provide firm date when and time when items will be complete Thank you, Final Business Response / [redacted] (4000, 9, 2014/05/12) */ As per our direct correspondence between myself and [redacted] we have seen some progress in the repairs over the last week or so and expect the last of the deficiencies to be completed in the very near futureWe are by no means ignoring or walking away from the issues, they have just regretfully taken a longer time period than we both would have liked to seeI will continue to respond via direct e-mail to any concerns [redacted] has [redacted]
Initial Business Response / [redacted] (1000, 7, 2015/09/22) */ Contact Name and Title: Dee T [redacted] - Sales Manager Contact Phone: [redacted] Contact Email: ***@bedrockhomes.ca Good afternoon, Our Purchaser was provided a legal fee schedule that outlines what is covered in the base legal fees and what expenses are not covered, which are the responsibility of the PurchaserOur Sales person gave the Purchaser the option of taking all documents related to the purchase of their home, including the legal fee schedule, home so that they can read through it prior to signing themThe Purchaser declined and wanted to proceed with signing of all documents that evening [redacted] In our opinion, we were very transparent about what is and is not covered in the base legal fees and the Purchaser was provided the opportunity to review each document prior to signing and she declined and proceeded under her own free will based on her personal agenda and timelines Thank you Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) As the purchaser, I do not feel the sales manager was transparentCan you please explain why I did not receive a copy of the documents after signing them (the day I placed the offer)? These documents should have been provided during the time the offer was under conditions but once the conditions were removed I got a copy of the legal scheduleIn my opinion, that does not define transparencySales manager intentionally withheld information when explaining the details of the legal costs [redacted] Thank you
Initial Business Response / [redacted] (1000, 8, 2016/06/16) */ Contact Name and Title: Cam F [redacted] Contact Phone: [redacted] Contact Email: [redacted] This matter was reviewed thoroughly with our team and the landscaping contractor earlier this Spring, prior to responding back to the homeownerWe were provided the photo documentation from the landscaping contractor showing a healthy tree installed in the front yard in September It is likely that if there was correspondence between the homeowner and our construction administrator a year after, in 2015, that this same information would have been reviewed showing that the tree was in fact alive and healthy when it was planted, and the warranty claimed would have been deniedUnfortunately, the fact that there is no documentation we can find on the correspondence between the homeowner and Bedrock in 2015, that does not change the fact that the tree was perfectly fine at the time of install, and therefore this warranty claim is again being deniedIf the homeowner would like to see the photo documentation that is being referenced we would be happy to forward it on to them Cam F [redacted] Vice President Bedrock Homes Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) First and foremost, the tree was not planted in September but rather sometime in August and the photo in reference was taken or three weeks after it was plantedThe tree she'd it's leaves after the photo was taken and never made to the next spring of which l called to discuss the issue but was met with a voice-mail and no returned callsThe few times l spoke with someone it was someone from the warranty department who said they were understaffed but l could leave a message for the person in the relevant departmentL have pictures from last spring of a dead tree so lm not sure what the relevancy of that picture from weeks after the tree was planed would make [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/04/01) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] Hello, 1,The home owners took possession of their home on September 25, The rough grade was passed on August 20, The tree is being provided by the land developer which will happen once the weather permits this yearThe alternative is that a gift certificate for a tree will be provided to the PurchaserBedrock Homes will contact the land developer to help expedite this process 2, The new backsplash tile that was selected by the Purchaser ended up being $8/square foot more than their original tile selection, so there would be no creditThe tile supplier did not charge us or the Purchaser more for this new tile even though it was more expensive, which we felt was fair We hope that these are satisfactory responses/solutions for the home owner Thank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/04/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) - We have inquired about our tree with our sales manager Susan several times since the date we took the possession of our home, and the responses were always unclear if we would receive the tree despite it was clearly being stated in our purchase agreementAs we need to finish our landscaping before September, we need to know the date that the developer is going to install the tree as soon as possible, so we can plan out of our landscapingPlease provide us with an expected date and the contact information for a person at Bedrock that we can follow up with - As we requested in our initial claim, we would like to see a physical evidence of the price difference between the new and original titlesFor examples, the price quote from the supplier of these two tiles based on the square footage of our kitchen, or a copy of their products price list Final Business Response / [redacted] (4000, 13, 2016/05/09) */ Hello, After reviewing the information on the landscaping guidelines we don't see any reason why the tree would not be approvedWe are confident that the homeowner will not run into any issues with receiving landscaping approval based on this tree, but in the event any dispute does arise we will be here to assist Thank you [redacted] Vice President Bedrock Homes Final Consumer Response / [redacted] (2000, 15, 2016/05/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hello, Thank you for the response and the acknowledgement that you are confident the tree installed will pass the landscaping requirementsPlease have either the landscaping company or someone from Bedrock contact us to discuss the treeAs per your previous response about having a tree installed by the end of May, we will like to have the tree installed as soon as possible as we are looking at landscaping the front and backyard shortly Thank You
Initial Business Response /* (1000, 10, 2015/07/16) */
Contact Name and Title: *** *** GM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bedrockhomes.ca
I have reviewed the concern and have no issue with how *** responded, as she was following the guidelines of the
landscaping warranty, which states that placing mulch around the base of the tree voids the warrantyTherefore, as the General Manager, I cannot reverse her decisionThe beginning of May is typically pretty early for trees to be budding, and although I can't verify or debate that the rest of the trees on the block were budding, *** The landscaping contractor believes that if the mulch was not added around the tree and if it was receiving sufficient water this Spring that the tree would have come back, and I can't verify or debate that either since it is a logical responseThey claim the tree was undamaged when it blew over and was re-planted so that would not contribute to the health of it, if it was being maintainedThe landscaping company is willing to replace the tree at their cost, which is $I feel this is a fair proposal based on the information I have shared aboveI will await word from the homeowner to see if this resolution is sufficient
Initial Consumer Rebuttal /* (3000, 12, 2015/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I do know this tree never came back, and was not a result from the mulch, I would be willing to compromise at a 50/split and pay $
Thank-you
*** ***
Final Business Response /* (4000, 14, 2015/08/04) */
In an effort to bring this matter to a close Bedrock will agree to cost share the replacement of the tree, that the landscaping contractor is providing at their costOnce Bedrock receives the $payment from the homeowner the work will be scheduled to be done
Initial Business Response /* (1000, 5, 2014/03/18) */
Contact Name and Title: *** *** GM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bedrockhomes.ca
I contacted *** on March 17th to discuss a method of resolution on the ceramic tile concernsWe will be requesting the
services of a mediator to help us come to a decision on what needs to be doneWe also discussed the matter of compensation for the service work done in the homeI will continue to follow up with *** on compensation and general concerns and Master Craftsman Warranty will be following up on booking the appointment with the flooring mediatorIt is our desire to turn this negative experience into a satisfactory one and we will be working hard to achieve that
*** ***
General Manager
Bedrock Homes
Good Morning,
I spoke to Mr*** *** on Friday with regards to his concerns and frustrations that he has filed in his emailThe miscommunication about the delay being at the city of Edmonton was sincerely a miscommunication between our landscaping contractor and
Shawna Our landscaper was waiting on a grading certificate from the Surveyor which is the first step before we get a grading approval from the cityShawna thought we were at the 2nd step based on her conversation with our landscaping contractor and relayed the inaccurate information to Mr*** and we apologize for the error.We recognize his concerns about receiving healthy landscaping, so we will be monitoring his landscaping closely in the spring to ensure that his tree and shrubs do come back to life and are healthyWe are told by our landscaping contractor that installing sod at this time of year is not a concern If the weather does not allow sod to be laid then it will be postponed until next year Our landscaping contractor does provide a guarantee for the landscaping that is installed and we will fully enforce the guarantee in the spring of if requiredWe have addressed his concerns about the excess dirt and wood chips not being cleaned up and if it hasn't already been cleaned up it will be this weekI have personally spoken to Mr*** last week and I sincerely hope that my responses to all his concerns have eased his concerns
Sincerely,
Initial Business Response /* (1000, 8, 2015/09/17) */
Contact Name and Title: Cam F[redacted] - GM
Contact Phone: 780-[redacted]
Contact Email: [redacted]@bedrockhomes.ca
We regret that your experience post possession has not been up to your expectations. According to our files almost all of...
the deficiencies have been cleaned up to date. The remaining items are the landscaping concerns and an issue with a pot light in the soffit. If there are additional items I have not mentioned please be so kind so send them to us again, keeping in mind that warranty has expired so they would have had to have been sent to [redacted] prior to the 1 year anniversary. The landscaping contractor will be out within the next couple weeks weather dependent to inspect and repair the landscaping alongside the house where there is significant gapping. Although the pot light was submitted to [redacted] after warranty expired they have agreed to send out an electrician to take a look at it, which should be done shortly.
Thank you for your continued patience with the warranty process.
Initial Business Response /* (1000, 7, 2015/09/22) */
Contact Name and Title: Dee T[redacted] - Sales Manager
Contact Phone: 780[redacted]
Contact Email: [redacted]@bedrockhomes.ca
Good afternoon,
Our Purchaser was provided a legal fee schedule that outlines what is covered in the base legal fees and...
what expenses are not covered, which are the responsibility of the Purchaser. Our Sales person gave the Purchaser the option of taking all documents related to the purchase of their home, including the legal fee schedule, home so that they can read through it prior to signing them. The Purchaser declined and wanted to proceed with signing of all documents that evening [redacted].
In our opinion, we were very transparent about what is and is not covered in the base legal fees and the Purchaser was provided the opportunity to review each document prior to signing and she declined and proceeded under her own free will based on her personal agenda and timelines.
Thank you
Initial Consumer Rebuttal /* (3000, 10, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As the purchaser, I do not feel the sales manager was transparent. Can you please explain why I did not receive a copy of the documents after signing them (the day I placed the offer)? These documents should have been provided during the time the offer was under conditions but once the conditions were removed I got a copy of the legal schedule. In my opinion, that does not define transparency. Sales manager intentionally withheld information when explaining the details of the legal costs. [redacted]
Thank you.
(The consumer indicated he/she DID NOT accept the response from the business.)
As I mentioned before Bedrock attempted to resolve floor squeaks but living room and walking closet are still outstanding. I was available the whole time their staff worked on the issues and I didn't sign off because these were never fixed.
Squeaks are not new and are the same spots that I had reported on scheduled maintenance request form. Bedrock was just not able to fix it.
Unfortunate thing to note here is that a brand new house that Bedrock built had squeaks all over the place and then Bedrock fixed it (as they claim) and then squeaks came back, precisely on the same spots that they fixed, clearly shows Bedrock's quality of work and their workmanship.
Regarding the fence damage please check with your warranty department and you will find that listed on scheduled service request form, what other kind of documentation you would require to report such issue.
Initial Business Response /* (1000, 5, 2016/04/01) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Hello,
1,The home owners took possession of their home on September 25, 2015. The rough grade was passed on August 20,...
2015. The tree is being provided by the land developer which will happen once the weather permits this year. The alternative is that a gift certificate for a tree will be provided to the Purchaser. Bedrock Homes will contact the land developer to help expedite this process.
2, The new backsplash tile that was selected by the Purchaser ended up being $8/square foot more than their original tile selection, so there would be no credit. The tile supplier did not charge us or the Purchaser more for this new tile even though it was more expensive, which we felt was fair.
We hope that these are satisfactory responses/solutions for the home owner.
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2016/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1 - We have inquired about our tree with our sales manager Susan several times since the date we took the possession of our home, and the responses were always unclear if we would receive the tree despite it was clearly being stated in our purchase agreement. As we need to finish our landscaping before September, we need to know the date that the developer is going to install the tree as soon as possible, so we can plan out of our landscaping. Please provide us with an expected date and the contact information for a person at Bedrock that we can follow up with.
2 - As we requested in our initial claim, we would like to see a physical evidence of the price difference between the new and original titles. For examples, the price quote from the supplier of these two tiles based on the square footage of our kitchen, or a copy of their products price list.
Final Business Response /* (4000, 13, 2016/05/09) */
Hello,
After reviewing the information on the landscaping guidelines we don't see any reason why the tree would not be approved. We are confident that the homeowner will not run into any issues with receiving landscaping approval based on this tree, but in the event any dispute does arise we will be here to assist.
Thank you.
[redacted]
Vice President
Bedrock Homes
Final Consumer Response /* (2000, 15, 2016/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello,
Thank you for the response and the acknowledgement that you are confident the tree installed will pass the landscaping requirements. Please have either the landscaping company or someone from Bedrock contact us to discuss the tree. As per your previous response about having a tree installed by the end of May, we will like to have the tree installed as soon as possible as we are looking at landscaping the front and backyard shortly.
Thank You
Initial Business Response /* (1000, 8, 2016/06/16) */
Contact Name and Title: Cam F[redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
This matter was reviewed thoroughly with our team and the landscaping contractor earlier this Spring, prior to responding back to...
the homeowner. We were provided the photo documentation from the landscaping contractor showing a healthy tree installed in the front yard in September 2014. It is likely that if there was correspondence between the homeowner and our construction administrator a year after, in 2015, that this same information would have been reviewed showing that the tree was in fact alive and healthy when it was planted, and the warranty claimed would have been denied. Unfortunately, the fact that there is no documentation we can find on the correspondence between the homeowner and Bedrock in 2015, that does not change the fact that the tree was perfectly fine at the time of install, and therefore this warranty claim is again being denied. If the homeowner would like to see the photo documentation that is being referenced we would be happy to forward it on to them.
Cam F[redacted]
Vice President
Bedrock Homes
Initial Consumer Rebuttal /* (3000, 10, 2016/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First and foremost, the tree was not planted in September but rather sometime in August and the photo in reference was taken 2 or three weeks after it was planted. The tree she'd it's leaves after the photo was taken and never made to the next spring of which l called to discuss the issue but was met with a voice-mail and no returned calls. The few times l spoke with someone it was someone from the warranty department who said they were understaffed but l could leave a message for the person in the relevant department. L have pictures from last spring of a dead tree so lm not sure what the relevancy of that picture from 2 weeks after the tree was planed would make. [redacted]
I apologize for the late response. I have reviewed the 3 items of concern and this is Bedrock's response.
1) It is my understanding that the windows have now been repaired. It was just a matter of getting the window supplier to fit this repair into their schedule, but we apologize for...
the time it did take to complete.
2) The floor squeaks discovered during the warranty period have been determined to have been resolved. The warranty team was out multiple times to diagnose and repair these squeaks, and were unable to obtain signoff because one of the homeowner's was not able to attend the appointment. It has been decided that any squeaks that have developed now were not present or documented during the warranty period and/or they are within industry standards which are determined by provincial warranty regulations. This has been clearly explained to the homeowner's.
3) I have checked with our seasonal administrator, the warranty department, and the grading contractor, and nobody has anything on record in regards to any fencing damage that occurred during the grading process. I am not saying that this wasn't brought to somebody's attention, but we simply can't find any record of it. If the homeowner's can provide some sort of written correspondence about this issue with anybody on the Bedrock side, or the [redacted] side, we would be happy to look into this matter further.
Cam F[redacted]
Vice President
Bedrock Homes
I am rejecting this response because a consumer should not be expected to incur any cost to fix deficiencies caused by the poor craftsman ship of the builder. We paid premium for our home and are asking that our floors are fixed right.
Please be advised that all of the items submitted on the 12 month warranty list have NOT been completed yet. There are 2 outstanding items on that list still. we have been very patient with bedrock and also working around their schedule.
[redacted] the second is the squeaks in the flooring. NONE of the squeaks have been fixed, not even the original ones submitted in a timely manner On the 12 month warranty list.
It is absolutely ridiculous to suggest that a [redacted] wet mop would cause Squeaks in the subflooring. Please take into account that some of the squeaks are in the stairs that are carpeted and would have never came into contact with a [redacted] wet mop. Furthermore if large company such as bedrock installs floors that require special care, then they should have in place tutorials so they educate their consumers on how to properly take care of them. It is their responsibility to pass on this helpful information to their valuable customers .
we are not confident that the floor was installed properly. We paid for the floor once and now we are being asked to pay for it again. This is a ridiculous suggestion. [redacted] We invite you Ken and you Chad to our home, we would love to show you that the problem is very Real. [redacted] [redacted]
Initial Business Response /* (1000, 8, 2015/06/12) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bedrockhomes.ca
On behalf of Bedrock we sincerely apologize for how frustrating this process has been for the homeowner. There is no sufficient...
excuse for it so I'm not going to waste time making any, since it's not going to help the situation. We completed a repair in the same model of home with the same issue in February/March so we are going to follow up with those homeowners to see how successful it was. Providing it was a successful solution we'd be looking to do the same for this homeowner, but even if it is not we will come up with another solution that we will be confident in. The homeowner will be contacted within the following week to set up an appointment.
I have spoken to [redacted] directly today and he has requested that we complete the installation of sod this year and we have have directed our landscaping contractor to do so.
We anticipate that the remaining landscaping will be completed on or before the end of next week.
Based on my phone conversation with [redacted] today, this matter has been resolved and concluded once the remaining landscaping is completed next week and he is satisfied with this resolution.
Bedrock Homes will check on the landscaping next spring to ensure that the sod, shrubs and tree are healthy and in good shape.
Sincerely,
Complaint: 11767079
I am rejecting this response because: None of my topsoil was levelled or replaced as I was told it would be. There is mud all over the neighbourhood (sidewalks, road, driveways) from the topsoil they left sitting for months. Bedrocks contractors are now putting sod down on mud with water puddled on top of it. I tried walking on it and my foot sunk down leaving a footprint indented in the sod. On top of that the contractors used the new grass to clean the mud off their shoes leaving a large muddy spot on my new lawn. [redacted]
Sincerely,
[redacted]
I apologize for the late responseI have reviewed the items of concern and this is Bedrock's response 1) It is my understanding that the windows have now been repairedIt was just a matter of getting the window supplier to fit this repair into their schedule, but we apologize for the time it did take to complete 2) The floor squeaks discovered during the warranty period have been determined to have been resolvedThe warranty team was out multiple times to diagnose and repair these squeaks, and were unable to obtain signoff because one of the homeowner's was not able to attend the appointmentIt has been decided that any squeaks that have developed now were not present or documented during the warranty period and/or they are within industry standards which are determined by provincial warranty regulationsThis has been clearly explained to the homeowner's 3) I have checked with our seasonal administrator, the warranty department, and the grading contractor, and nobody has anything on record in regards to any fencing damage that occurred during the grading processI am not saying that this wasn't brought to somebody's attention, but we simply can't find any record of itIf the homeowner's can provide some sort of written correspondence about this issue with anybody on the Bedrock side, or the [redacted] side, we would be happy to look into this matter further Cam F [redacted] Vice President Bedrock Homes
Initial Business Response / [redacted] (1000, 8, 2015/06/12) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bedrockhomes.ca On behalf of Bedrock we sincerely apologize for how frustrating this process has been for the homeownerThere is no sufficient excuse for it so I'm not going to waste time making any, since it's not going to help the situationWe completed a repair in the same model of home with the same issue in February/March so we are going to follow up with those homeowners to see how successful it wasProviding it was a successful solution we'd be looking to do the same for this homeowner, but even if it is not we will come up with another solution that we will be confident inThe homeowner will be contacted within the following week to set up an appointment
I am rejecting this response because a consumer should not be expected to incur any cost to fix deficiencies caused by the poor craftsman ship of the builderWe paid premium for our home and are asking that our floors are fixed right Please be advised that all of the items submitted on the month warranty list have NOT been completed yetThere are outstanding items on that list stillwe have been very patient with bedrock and also working around their schedule [redacted] the second is the squeaks in the flooringNONE of the squeaks have been fixed, not even the original ones submitted in a timely manner On the month warranty list It is absolutely ridiculous to suggest that a [redacted] wet mop would cause Squeaks in the subflooringPlease take into account that some of the squeaks are in the stairs that are carpeted and would have never came into contact with a [redacted] wet mopFurthermore if large company such as bedrock installs floors that require special care, then they should have in place tutorials so they educate their consumers on how to properly take care of themIt is their responsibility to pass on this helpful information to their valuable customers we are not confident that the floor was installed properlyWe paid for the floor once and now we are being asked to pay for it againThis is a ridiculous suggestion [redacted] We invite you Ken and you Chad to our home, we would love to show you that the problem is very Real [redacted] *** [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/04/16) */ Contact Name and Title: [redacted] GM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bedrockhomes.ca I applogize for my tardiness in responding to this Revdex.com complaintI received an e-mail from [redacted] on April 3rd to which I responded to the same appologizing for the time it has taken to resolve the remaining items from his pre-occupancy walkthroughI have directed our new site supervisor, [redacted] to line up the remaining repairs so they can all get completed in a timely mannerI spoke to [redacted] today and he informed me that he has been in contact with the tradespeople required to complete the work but has not yet spoken to [redacted] to let him know this was in progressI appologize again for the poor communication from our side [redacted] will be in touch with [redacted] shortly to schedule the work to be completed Thank you for your patience [redacted] General Manager Bedrock Homes Ltd Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please provide a firm date when all of the required items are going to be complete Site supervisor was in contact with me more than once, as well as he visit the property twice in the last couple of months, but it did not got any further than promisesLast voice mail that I have received from [redacted] was April 2014, stating that he would come out on the same date to replace a pot-lightAs of morning of April 25,it has not been complete Once again please provide firm date when and time when items will be complete Thank you, Final Business Response / [redacted] (4000, 9, 2014/05/12) */ As per our direct correspondence between myself and [redacted] we have seen some progress in the repairs over the last week or so and expect the last of the deficiencies to be completed in the very near futureWe are by no means ignoring or walking away from the issues, they have just regretfully taken a longer time period than we both would have liked to seeI will continue to respond via direct e-mail to any concerns [redacted] has [redacted]
Initial Business Response / [redacted] (1000, 7, 2015/09/22) */ Contact Name and Title: Dee T [redacted] - Sales Manager Contact Phone: [redacted] Contact Email: ***@bedrockhomes.ca Good afternoon, Our Purchaser was provided a legal fee schedule that outlines what is covered in the base legal fees and what expenses are not covered, which are the responsibility of the PurchaserOur Sales person gave the Purchaser the option of taking all documents related to the purchase of their home, including the legal fee schedule, home so that they can read through it prior to signing themThe Purchaser declined and wanted to proceed with signing of all documents that evening [redacted] In our opinion, we were very transparent about what is and is not covered in the base legal fees and the Purchaser was provided the opportunity to review each document prior to signing and she declined and proceeded under her own free will based on her personal agenda and timelines Thank you Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) As the purchaser, I do not feel the sales manager was transparentCan you please explain why I did not receive a copy of the documents after signing them (the day I placed the offer)? These documents should have been provided during the time the offer was under conditions but once the conditions were removed I got a copy of the legal scheduleIn my opinion, that does not define transparencySales manager intentionally withheld information when explaining the details of the legal costs [redacted] Thank you
Initial Business Response / [redacted] (1000, 8, 2016/06/16) */ Contact Name and Title: Cam F [redacted] Contact Phone: [redacted] Contact Email: [redacted] This matter was reviewed thoroughly with our team and the landscaping contractor earlier this Spring, prior to responding back to the homeownerWe were provided the photo documentation from the landscaping contractor showing a healthy tree installed in the front yard in September It is likely that if there was correspondence between the homeowner and our construction administrator a year after, in 2015, that this same information would have been reviewed showing that the tree was in fact alive and healthy when it was planted, and the warranty claimed would have been deniedUnfortunately, the fact that there is no documentation we can find on the correspondence between the homeowner and Bedrock in 2015, that does not change the fact that the tree was perfectly fine at the time of install, and therefore this warranty claim is again being deniedIf the homeowner would like to see the photo documentation that is being referenced we would be happy to forward it on to them Cam F [redacted] Vice President Bedrock Homes Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) First and foremost, the tree was not planted in September but rather sometime in August and the photo in reference was taken or three weeks after it was plantedThe tree she'd it's leaves after the photo was taken and never made to the next spring of which l called to discuss the issue but was met with a voice-mail and no returned callsThe few times l spoke with someone it was someone from the warranty department who said they were understaffed but l could leave a message for the person in the relevant departmentL have pictures from last spring of a dead tree so lm not sure what the relevancy of that picture from weeks after the tree was planed would make [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/04/01) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] Hello, 1,The home owners took possession of their home on September 25, The rough grade was passed on August 20, The tree is being provided by the land developer which will happen once the weather permits this yearThe alternative is that a gift certificate for a tree will be provided to the PurchaserBedrock Homes will contact the land developer to help expedite this process 2, The new backsplash tile that was selected by the Purchaser ended up being $8/square foot more than their original tile selection, so there would be no creditThe tile supplier did not charge us or the Purchaser more for this new tile even though it was more expensive, which we felt was fair We hope that these are satisfactory responses/solutions for the home owner Thank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/04/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) - We have inquired about our tree with our sales manager Susan several times since the date we took the possession of our home, and the responses were always unclear if we would receive the tree despite it was clearly being stated in our purchase agreementAs we need to finish our landscaping before September, we need to know the date that the developer is going to install the tree as soon as possible, so we can plan out of our landscapingPlease provide us with an expected date and the contact information for a person at Bedrock that we can follow up with - As we requested in our initial claim, we would like to see a physical evidence of the price difference between the new and original titlesFor examples, the price quote from the supplier of these two tiles based on the square footage of our kitchen, or a copy of their products price list Final Business Response / [redacted] (4000, 13, 2016/05/09) */ Hello, After reviewing the information on the landscaping guidelines we don't see any reason why the tree would not be approvedWe are confident that the homeowner will not run into any issues with receiving landscaping approval based on this tree, but in the event any dispute does arise we will be here to assist Thank you [redacted] Vice President Bedrock Homes Final Consumer Response / [redacted] (2000, 15, 2016/05/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hello, Thank you for the response and the acknowledgement that you are confident the tree installed will pass the landscaping requirementsPlease have either the landscaping company or someone from Bedrock contact us to discuss the treeAs per your previous response about having a tree installed by the end of May, we will like to have the tree installed as soon as possible as we are looking at landscaping the front and backyard shortly Thank You
Initial Business Response /* (1000, 10, 2015/07/16) */
Contact Name and Title: *** *** GM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bedrockhomes.ca
I have reviewed the concern and have no issue with how *** responded, as she was following the guidelines of the
landscaping warranty, which states that placing mulch around the base of the tree voids the warrantyTherefore, as the General Manager, I cannot reverse her decisionThe beginning of May is typically pretty early for trees to be budding, and although I can't verify or debate that the rest of the trees on the block were budding, *** The landscaping contractor believes that if the mulch was not added around the tree and if it was receiving sufficient water this Spring that the tree would have come back, and I can't verify or debate that either since it is a logical responseThey claim the tree was undamaged when it blew over and was re-planted so that would not contribute to the health of it, if it was being maintainedThe landscaping company is willing to replace the tree at their cost, which is $I feel this is a fair proposal based on the information I have shared aboveI will await word from the homeowner to see if this resolution is sufficient
Initial Consumer Rebuttal /* (3000, 12, 2015/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I do know this tree never came back, and was not a result from the mulch, I would be willing to compromise at a 50/split and pay $
Thank-you
*** ***
Final Business Response /* (4000, 14, 2015/08/04) */
In an effort to bring this matter to a close Bedrock will agree to cost share the replacement of the tree, that the landscaping contractor is providing at their costOnce Bedrock receives the $payment from the homeowner the work will be scheduled to be done
Initial Business Response /* (1000, 5, 2014/03/18) */
Contact Name and Title: *** *** GM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bedrockhomes.ca
I contacted *** on March 17th to discuss a method of resolution on the ceramic tile concernsWe will be requesting the
services of a mediator to help us come to a decision on what needs to be doneWe also discussed the matter of compensation for the service work done in the homeI will continue to follow up with *** on compensation and general concerns and Master Craftsman Warranty will be following up on booking the appointment with the flooring mediatorIt is our desire to turn this negative experience into a satisfactory one and we will be working hard to achieve that
*** ***
General Manager
Bedrock Homes
Good Morning,
I spoke to Mr*** *** on Friday with regards to his concerns and frustrations that he has filed in his emailThe miscommunication about the delay being at the city of Edmonton was sincerely a miscommunication between our landscaping contractor and
Shawna Our landscaper was waiting on a grading certificate from the Surveyor which is the first step before we get a grading approval from the cityShawna thought we were at the 2nd step based on her conversation with our landscaping contractor and relayed the inaccurate information to Mr*** and we apologize for the error.We recognize his concerns about receiving healthy landscaping, so we will be monitoring his landscaping closely in the spring to ensure that his tree and shrubs do come back to life and are healthyWe are told by our landscaping contractor that installing sod at this time of year is not a concern If the weather does not allow sod to be laid then it will be postponed until next year Our landscaping contractor does provide a guarantee for the landscaping that is installed and we will fully enforce the guarantee in the spring of if requiredWe have addressed his concerns about the excess dirt and wood chips not being cleaned up and if it hasn't already been cleaned up it will be this weekI have personally spoken to Mr*** last week and I sincerely hope that my responses to all his concerns have eased his concerns
Sincerely,
Initial Business Response /* (1000, 8, 2015/09/17) */
Contact Name and Title: Cam F[redacted] - GM
Contact Phone: 780-[redacted]
Contact Email: [redacted]@bedrockhomes.ca
We regret that your experience post possession has not been up to your expectations. According to our files almost all of...
the deficiencies have been cleaned up to date. The remaining items are the landscaping concerns and an issue with a pot light in the soffit. If there are additional items I have not mentioned please be so kind so send them to us again, keeping in mind that warranty has expired so they would have had to have been sent to [redacted] prior to the 1 year anniversary. The landscaping contractor will be out within the next couple weeks weather dependent to inspect and repair the landscaping alongside the house where there is significant gapping. Although the pot light was submitted to [redacted] after warranty expired they have agreed to send out an electrician to take a look at it, which should be done shortly.
Thank you for your continued patience with the warranty process.
Initial Business Response /* (1000, 7, 2015/09/22) */
Contact Name and Title: Dee T[redacted] - Sales Manager
Contact Phone: 780[redacted]
Contact Email: [redacted]@bedrockhomes.ca
Good afternoon,
Our Purchaser was provided a legal fee schedule that outlines what is covered in the base legal fees and...
what expenses are not covered, which are the responsibility of the Purchaser. Our Sales person gave the Purchaser the option of taking all documents related to the purchase of their home, including the legal fee schedule, home so that they can read through it prior to signing them. The Purchaser declined and wanted to proceed with signing of all documents that evening [redacted].
In our opinion, we were very transparent about what is and is not covered in the base legal fees and the Purchaser was provided the opportunity to review each document prior to signing and she declined and proceeded under her own free will based on her personal agenda and timelines.
Thank you
Initial Consumer Rebuttal /* (3000, 10, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As the purchaser, I do not feel the sales manager was transparent. Can you please explain why I did not receive a copy of the documents after signing them (the day I placed the offer)? These documents should have been provided during the time the offer was under conditions but once the conditions were removed I got a copy of the legal schedule. In my opinion, that does not define transparency. Sales manager intentionally withheld information when explaining the details of the legal costs. [redacted]
Thank you.
(The consumer indicated he/she DID NOT accept the response from the business.)
As I mentioned before Bedrock attempted to resolve floor squeaks but living room and walking closet are still outstanding. I was available the whole time their staff worked on the issues and I didn't sign off because these were never fixed.
Squeaks are not new and are the same spots that I had reported on scheduled maintenance request form. Bedrock was just not able to fix it.
Unfortunate thing to note here is that a brand new house that Bedrock built had squeaks all over the place and then Bedrock fixed it (as they claim) and then squeaks came back, precisely on the same spots that they fixed, clearly shows Bedrock's quality of work and their workmanship.
Regarding the fence damage please check with your warranty department and you will find that listed on scheduled service request form, what other kind of documentation you would require to report such issue.
Initial Business Response /* (1000, 5, 2016/04/01) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Hello,
1,The home owners took possession of their home on September 25, 2015. The rough grade was passed on August 20,...
2015. The tree is being provided by the land developer which will happen once the weather permits this year. The alternative is that a gift certificate for a tree will be provided to the Purchaser. Bedrock Homes will contact the land developer to help expedite this process.
2, The new backsplash tile that was selected by the Purchaser ended up being $8/square foot more than their original tile selection, so there would be no credit. The tile supplier did not charge us or the Purchaser more for this new tile even though it was more expensive, which we felt was fair.
We hope that these are satisfactory responses/solutions for the home owner.
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2016/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1 - We have inquired about our tree with our sales manager Susan several times since the date we took the possession of our home, and the responses were always unclear if we would receive the tree despite it was clearly being stated in our purchase agreement. As we need to finish our landscaping before September, we need to know the date that the developer is going to install the tree as soon as possible, so we can plan out of our landscaping. Please provide us with an expected date and the contact information for a person at Bedrock that we can follow up with.
2 - As we requested in our initial claim, we would like to see a physical evidence of the price difference between the new and original titles. For examples, the price quote from the supplier of these two tiles based on the square footage of our kitchen, or a copy of their products price list.
Final Business Response /* (4000, 13, 2016/05/09) */
Hello,
After reviewing the information on the landscaping guidelines we don't see any reason why the tree would not be approved. We are confident that the homeowner will not run into any issues with receiving landscaping approval based on this tree, but in the event any dispute does arise we will be here to assist.
Thank you.
[redacted]
Vice President
Bedrock Homes
Final Consumer Response /* (2000, 15, 2016/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello,
Thank you for the response and the acknowledgement that you are confident the tree installed will pass the landscaping requirements. Please have either the landscaping company or someone from Bedrock contact us to discuss the tree. As per your previous response about having a tree installed by the end of May, we will like to have the tree installed as soon as possible as we are looking at landscaping the front and backyard shortly.
Thank You
Initial Business Response /* (1000, 8, 2016/06/16) */
Contact Name and Title: Cam F[redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
This matter was reviewed thoroughly with our team and the landscaping contractor earlier this Spring, prior to responding back to...
the homeowner. We were provided the photo documentation from the landscaping contractor showing a healthy tree installed in the front yard in September 2014. It is likely that if there was correspondence between the homeowner and our construction administrator a year after, in 2015, that this same information would have been reviewed showing that the tree was in fact alive and healthy when it was planted, and the warranty claimed would have been denied. Unfortunately, the fact that there is no documentation we can find on the correspondence between the homeowner and Bedrock in 2015, that does not change the fact that the tree was perfectly fine at the time of install, and therefore this warranty claim is again being denied. If the homeowner would like to see the photo documentation that is being referenced we would be happy to forward it on to them.
Cam F[redacted]
Vice President
Bedrock Homes
Initial Consumer Rebuttal /* (3000, 10, 2016/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First and foremost, the tree was not planted in September but rather sometime in August and the photo in reference was taken 2 or three weeks after it was planted. The tree she'd it's leaves after the photo was taken and never made to the next spring of which l called to discuss the issue but was met with a voice-mail and no returned calls. The few times l spoke with someone it was someone from the warranty department who said they were understaffed but l could leave a message for the person in the relevant department. L have pictures from last spring of a dead tree so lm not sure what the relevancy of that picture from 2 weeks after the tree was planed would make. [redacted]
I apologize for the late response. I have reviewed the 3 items of concern and this is Bedrock's response.
1) It is my understanding that the windows have now been repaired. It was just a matter of getting the window supplier to fit this repair into their schedule, but we apologize for...
the time it did take to complete.
2) The floor squeaks discovered during the warranty period have been determined to have been resolved. The warranty team was out multiple times to diagnose and repair these squeaks, and were unable to obtain signoff because one of the homeowner's was not able to attend the appointment. It has been decided that any squeaks that have developed now were not present or documented during the warranty period and/or they are within industry standards which are determined by provincial warranty regulations. This has been clearly explained to the homeowner's.
3) I have checked with our seasonal administrator, the warranty department, and the grading contractor, and nobody has anything on record in regards to any fencing damage that occurred during the grading process. I am not saying that this wasn't brought to somebody's attention, but we simply can't find any record of it. If the homeowner's can provide some sort of written correspondence about this issue with anybody on the Bedrock side, or the [redacted] side, we would be happy to look into this matter further.
Cam F[redacted]
Vice President
Bedrock Homes
I am rejecting this response because a consumer should not be expected to incur any cost to fix deficiencies caused by the poor craftsman ship of the builder. We paid premium for our home and are asking that our floors are fixed right.
Please be advised that all of the items submitted on the 12 month warranty list have NOT been completed yet. There are 2 outstanding items on that list still. we have been very patient with bedrock and also working around their schedule.
[redacted] the second is the squeaks in the flooring. NONE of the squeaks have been fixed, not even the original ones submitted in a timely manner On the 12 month warranty list.
It is absolutely ridiculous to suggest that a [redacted] wet mop would cause Squeaks in the subflooring. Please take into account that some of the squeaks are in the stairs that are carpeted and would have never came into contact with a [redacted] wet mop. Furthermore if large company such as bedrock installs floors that require special care, then they should have in place tutorials so they educate their consumers on how to properly take care of them. It is their responsibility to pass on this helpful information to their valuable customers .
we are not confident that the floor was installed properly. We paid for the floor once and now we are being asked to pay for it again. This is a ridiculous suggestion. [redacted] We invite you Ken and you Chad to our home, we would love to show you that the problem is very Real. [redacted] [redacted]
Initial Business Response /* (1000, 8, 2015/06/12) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bedrockhomes.ca
On behalf of Bedrock we sincerely apologize for how frustrating this process has been for the homeowner. There is no sufficient...
excuse for it so I'm not going to waste time making any, since it's not going to help the situation. We completed a repair in the same model of home with the same issue in February/March so we are going to follow up with those homeowners to see how successful it was. Providing it was a successful solution we'd be looking to do the same for this homeowner, but even if it is not we will come up with another solution that we will be confident in. The homeowner will be contacted within the following week to set up an appointment.
[redacted]Hi,
I have spoken to [redacted] directly today and he has requested that we complete the installation of sod this year and we have have directed our landscaping contractor to do so.
We anticipate that the remaining landscaping will be completed on or before the end of next week.
Based on my phone conversation with [redacted] today, this matter has been resolved and concluded once the remaining landscaping is completed next week and he is satisfied with this resolution.
Bedrock Homes will check on the landscaping next spring to ensure that the sod, shrubs and tree are healthy and in good shape.
Sincerely,
Complaint: 11767079
I am rejecting this response because: None of my topsoil was levelled or replaced as I was told it would be. There is mud all over the neighbourhood (sidewalks, road, driveways) from the topsoil they left sitting for months. Bedrocks contractors are now putting sod down on mud with water puddled on top of it. I tried walking on it and my foot sunk down leaving a footprint indented in the sod. On top of that the contractors used the new grass to clean the mud off their shoes leaving a large muddy spot on my new lawn. [redacted]
Sincerely,
[redacted]