From: [redacted] (mailto:[redacted].com)
Sent: Monday, January 11, 2016 6:45 PM
To: Jessica Tharp
Subject: Re: Checking In
Hi Jessica,
Case has been filed in court
http://justice.peoriacounty.org/CaseDetail.aspx?CaseID=[redacted]
Please advise when the complaint will be closed on Revdex.com. Seems there are a lot more complaints there now since I filed mine with you.
Thank you.
I do apologize to Mr. [redacted] for no one returning his calls to handle his issues with his screens. As he stated the windows he ordered does come with a lifetime non-prorated transferable warranty. The screen frame is warranted against cracking, breaking, warping or otherwise failing for as...
long as he lives in the house. The fiberglass screen cloth will not tear or rip. If it does, [redacted] will provide a new fiberglass screen cloth (FOB Temperance MI) at no charge, all labor excluded. This warranty is transferable to the second property owner. If Mr. [redacted] has any issues in the future with the windows or screen please call [redacted] as she works closely with [redacted] and will take care of any issues. Thank you for your help in this matter. ::
Initial Business Response /* (1000, 5, 2016/01/21) */
As per our company policy, we are handling this issue internally within the company. We are meeting with this homeowner next week.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response...
from the business.)
The owner of the business, who I had been attempting to contact called the next day, and sent someone to measure for the windows. At this time, they say that they have ordered the replacement frame, but I have still not been able to speak to the owner about my problems with the company. As long as the replacement frame comes in, I suppose I am satisfied, although the primary response that was needed was a simple apology for the lower-end to mediocre workmanship and the terrible customer service. It would have gone a long way just to have personal contact with the owner to show him exactly what I was having problems with, but I guess that this company is either too busy, or not concerned enough with my opinions to take the 30 minutes to do this.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I...
would Like to thank you for the help to getting the job don I would like to close this case satisfactory Tank you Nicholas Randitsas
Initial Business Response /* (1000, 17, 2015/12/29) */
We are taking care of the concerns of Mr. XX internally within our office. We will do what we can within the conditions of the contract.::
Initial Consumer Rebuttal /* (2000, 19, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the...
response from the business.)
I talked with [redacted] on December 21 and told him that we wanted Maxwell Counters, the company that installed the countertop, to be the ones to remove and install the countertop and that we also wanted a cleaning service to come in and clean the kitchen after the work is completed. [redacted] agreed and work is to start January 4.
[redacted] and his nephew arrived Monday, January 4 around 11:00 and started removing tiles. [redacted] showed up later to see for himself just how bad the situation was. The tile were coming up with relative ease. They worked as far as they could go because Maxwell Counters won't be able to come until Monday, January 11. So far, we are satisfied with how everything is going. It is, however, a big inconvenience with regard to the same mess again 6 months later. we want to note [redacted] has been very good to work with. We wish that he would have been the person to install our tile the first time.
Initial Business Response /* (1000, 5, 2015/07/11) */
The Revdex.com offers these tips to consumers on their web site;
Get a written contract that specifies the price and the work to be done. In Illinois, state law requires a written contract with all costs enumerated for home repair or remodeling work...
over $1,000.
Pay by credit card, if possible; you may have additional protection if there's a problem. Otherwise, pay by check. Never pay in cash.
Be sure that all promises made are put in writing.
Your Signature Binds You to a Contract
After you sign a contract, if you don't keep your agreement, the other party to the contract may take action against you. You have the right to cancel if you can prove the contract is illegal or was induced by misrepresentation or fraud.
The Federal Trade Commission advises consumers when it comes to hiring a contractor and signing a contract to get all the details in writing;
any promises made during conversations or calls are not binding if they are not in writing. . If they don't remember, you may be out of luck -- or charged extra.
a written statement of your right to cancel the contract within three business days if you signed it in your home or at a location other than the seller's permanent place of business.
It is most unfortunate that as a business we have to peruse breach of contract issues in such a manner as hiring a third party collection party, but it is within our legal right to do so, and to go back 5 years in time to close the loop on these contractual problems.
It is correct that in 2011 we contacted Mr. Y after he requested to be contacted by home improvement companies via Home Advisor.com for new windows. We have a signed contract with Mr. Y for the services requested, there are two payment details on the contract: 1. $100.00 paid as deposit, 2. Cash payment for remainder off balance. Also as with all of our contracts, the consumer is notified of their right to cancel by mailing a cancellation notice and having it postmarked within 3 business days of the contract date.
We also have on file along with the original contract, the signed Consumer Rights Acknowledgement Form, which Mr. Y signed.
Not allowing us to follow up on getting measurements so we may order the correct windows, does not allow the home owner out of their contractual obligation. We will not disregard our right to follow up with homeowners who are in brea
Initial Business Response /* (1000, 7, 2015/11/02) */
After reviewing the contract, the owner stated we could not accept the contract for the amount that was written on the contract and if we were to do the work per the contract it would require an additional amount of money and the homeowner...
stated that was not acceptable. We spoke with Mrs. [redacted] today and advised her that we are sending her a written letter today stating that we are releasing her from the contract and she understood. Thank you. ::
Initial Consumer Rebuttal /* (3000, 9, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. We took the time to travel to weekend cabin during the week to meet with them about the project. Aug 17th, 2015
2. They sent their professional representative to give me a quote and or contract for the job.
3. Then they made 2 more appointments with me and did not show up. I have the dates if you need them. Totally disregarding my time as having any value.
4. Then I called numerous times trying to get some answer to when work would start. To no avail. I Ask on at least 3 occasions to speak with the owner to let him know how I was being treated and He never not once called to speak with me.
5. They held me in contract ( hostage) from Aug 17th, 2015 until Nov 3rd, 2015. 78 days just 12 days short of 90 days or 3 months that I could not legally contract anyone else to the work. Now the summer is gone and we will never get it back. Because of the situation with the bathroom in need of repair, we could not stay for more than a couple of days.
6. I ask ( pleaded ) with representative from there company to release me from contract so I would be free to get another contractor before the summer was gone.
7. It took a complaint to the Revdex.com and Trade Commission to get these people to respond to me. Or I would still be held by there contract and nothing being done.
8. It took almost 3 months for the Owner to realize that they could not do the work for the cost that was quoted to me and finally sent a letter releasing from the contract.
9. I believe they should have a legal obligation to do the work they contracted to do. Where I was held to a legal standard , they should be as well.
10. And if not they should at least compensate me for the time that has been invested in their Scam.
11. They never offered to do the work for more money, not once. That is false. He was pretty honest until that point.
And on a personnel note, I deal with contractors, Plumbers , electricians and tradesmen on a pretty regular basis and have never ,ever been treated so poorly. As what this company has treated me and my husband. Who is a 100% service connected Vet.
All of our records indicated that the old shingles were indeed tore off before the new shingles were put on. We have a meeting scheduled with Mr. [redacted] with the owner, [redacted] and our general manager, [redacted]. on Monday December 5, 2016 and we hope at that time everything will be cleared...
Initial Business Response /* (1000, 5, 2015/07/11) */
The Revdex.com offers these tips to consumers on their web site;
Get a written contract that specifies the price and the work to be done. In Illinois, state law requires a written contract with all costs enumerated for home repair or remodeling work...
over $1,000.
Pay by credit card, if possible; you may have additional protection if there's a problem. Otherwise, pay by check. Never pay in cash.
Be sure that all promises made are put in writing.
Your Signature Binds You to a Contract
After you sign a contract, if you don't keep your agreement, the other party to the contract may take action against you. You have the right to cancel if you can prove the contract is illegal or was induced by misrepresentation or fraud.
The Federal Trade Commission advises consumers when it comes to hiring a contractor and signing a contract to get all the details in writing;
any promises made during conversations or calls are not binding if they are not in writing. . If they don't remember, you may be out of luck or charged extra.
a written statement of your right to cancel the contract within three business days if you signed it in your home or at a location other than the seller's permanent place of business.
It is most unfortunate that as a business we have to peruse breach of contract issues in such a manner as hiring a third party collection party, but it is within our legal right to do so, and to go back 5 years in time to close the loop on these contractual problems.
It is correct that we met with Mr. B., for the services of new windows for his home. We have a signed contract with Mr. B for the services requested, it does not state on the contract that the information would be used for the purpose of finance application only. We also have on file the original credit application that is signed by Mr. B. which contains more confidential information that gives us permission to seek financing at the home owners' request. Without this signed credit application we would not have the necessary information to seek financing options, therefore the contract for services would not be able to substitute as the required credit application. We were able to secure financing for Mr. B through Wells Fargo and after notifying Mr. B he refused to sign the Wells Fargo papers and refused to complete his part of the contract. Mr. B signed and dated the Consumer Rights Acknowledgement Form, which refers to information we leave with Mr. B explaining among other things, the consumer should know what they are signing and they have rights to cancel. Also as with all of our contracts, the consumer is notified of their right to cancel by mailing a cancellation notice and having it postmarked within 3 business days of the contract date. Mr. B did not cancel his contract with us. We will not be cancelling our action with the collection agency.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were told that what we signed was an estimate, not a contract. We were told that Better Way could arrange financing, but we told them at the time that we did not wish them to do so. Nor were we ever told that they had done so until after we were contacted by the collection agency. Since we had made it clear the proposed work was contingent on our securing financing, we let Better Way know as soon as our application was rejected and considered the matter closed.
Due to the basement sump pump not functioning and the water left in the basement, coupled with the high humidity, a large amount of mold is present in the basement. Attached is the results of a licensed inspector's mold test and the cost to remediate. [redacted]
Initial Business Response /* (1000, 15, 2015/09/15) */
We always apologize to our homeowners that jobs are not completed in the time frame in which they think tasks will be completed. It is unfortunate that what may seem like a small job to one person is really a large job and time consuming to...
another person. Also it is difficult for many to realize that while all persons want their work done immediately, there are other homeowners who may also be making demands on the installers that delays them getting to the next job, just as the current homeowner may do the same with their job with such things as special order items. 30 telephone calls is a little excessive and that would not go without notice, also most often we would have had one of our on line forms filled out by a homeowner to let us know that they were reaching a point of frustration. This did not happen in this case. Tile instillation is not a small job. Door handles were special order which puts your product at the mercy of a third party retailer. Counter tops were granite, also puts at the mercy of a third party retailer and fabricator, we do not tell our customers that we are the fabricator. Many fabricators in the area are 4-6 weeks out in production after template. We do not appreciate consumers who feel the need to complain to the Revdex.com to use this avenue to try to receive discounts or discredit our reputation. We are not in breach of any contract with this homeowner and as of this date, the work has been completed. ::
Initial Consumer Rebuttal /* (3000, 17, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I disagree with several points made by the contractor. th0 phone calls, with no answer, over a 6 moth period is NOT out of line! If I had gotten a response, a call back or some form of contact, we would have been happy with fewer calls. The granite countertop was not even ordered until a several weeks after we filed the complaint. I was never told by anyone of any other method to contact the contractor, except by phone. My sales person advised us to expect completion of our projects within 6 to 8 weeks. If there was an online form, someone should have told us that! I did receive a discount on the project. I should get an appology in person.
Initial Business Response /* (1000, 5, 2015/05/14) */
Mr. B contracted with BetterWay to install an egress window. The initial contract was signed in late January 2015. The completion date was not set at this time, we estimated that we would be able to start the job in approximately 6-8 weeks; this...
is always depending on the weather. If the weather is too wet, we are unable to start excavation without waiting for the ground to dry out. In the month of February we had 10 days with precipitation scattered throughout the month. In the month of March, we had another 8 days of precipitation and April was worse with 12 days of rain. Early spring is one of the hardest times of the year to predict job start dates that involve extensive earth removal such as that with an egress window instillation. Add the rain on top of the spring thaw post the winter freeze and we are having to wait until we start jobs and keep all those involved safe including homeowners and our crew
As Mr. B mention's, he contracted with us in late January and we were unable to safely begin excavation within his stated 4-6 week time frame. The burst pipe and subsequent water damage occurred prior to any work being started by BetterWay; but Mr. B called BetterWay to let us know he had a problem in his basement and in good customer service the owner himself along with others went to Mr. B's home to see if they could assist with the issue. Mr. B's mentioned that this damage would be turned into his insurance company and he was planning on contracting with BetterWay to complete the basement remodel, so in good faith, BetterWay staff assisted with cleaning out the damaged material from the basement, at Mr. Bs' request. BetterWay told Mr. B that they would meet with the insurance adjuster as to assist with the claim, as often happens, and Mr. B agreed. Mr. & Mrs. B signed an agreement granting BetterWay Power of Attorney to deal directly with the adjuster from State Farm insurance and authorizing BetterWay to be reimbursed directly from State Farm insurance. Mr. B had requested that the staff from BetterWay not speak to the adjuster from State Farm about the fact that Mr. B had begun demolition of the paneling in the basement and had approximately 75% of the paneling removed about 1 week prior to the pipe burst. It is our policy to not misrepresent the work we do with insurance companies; BetterWay did not agree to do this for Mr. B.
After the weekend passed, BetterWay staff arrived at Mr. Bs' home at the scheduled time to meet with the insurance adjuster and as we existed our vehicle, Mr. B ran out of the house mouthing the words to "leave now, I will call you" Mr. B refused to let us meet with adjuster and refused us access to his property. Later Mr. B did call and he let BetterWay staff know that he did not want us to refute the information he had given to the insurance adjuster.
After BetterWay cleaned up the basement from the pipe burst, approximately one week later, we met with Mr. B and presented a bill for the services rendered; the bill was generated through a program called Exactimate, a program used by 90% of all insurance adjusters. Our bill, from BetterWay was approximately $4200.00, of which Mr. B made the statement that our bill was nowhere in the vicinity of the insurance pay-out, he stated he was paid $1100.00 for the clean-up, we compromised and agreed upon an amount of $2000.00 which they agreed to pay. The $2000.00 was added to the bathroom contract.
Mr. B has not let us meet with his insurance adjuster and he has not let us begin work on the contracted egress window. Consequently, shortly after all of this transpired, Mr. B met with another staff of BetterWay, disclosed to that person that he had settled with his insurance company for a substantial amount of money, for the basement damage and wanted to proceed with an additional job, a bathroom remodel, of which he signed a contract with BetterWay to complete the bathroom remodel.
Desired resolution, move forward as contracted and complete the work that is scheduled to begin on Monday 5/18/15 or BetterWay will allow Mr. B to cancel his contract's within the terms of the contract; the homeowner is responsible for 40% of non-special order products purchased and 40% the total amount of the contract amount along with 70% of the cost of special order, items such as the egress window. We have been making many attempts to contact the homeowner to complete the contracted work including the information below that was contained in an email to Mr. B. Mr. B has refused to speak with us about completion of contracted work, he has not responded to e mail communications. See below for the content of the e mail sent to Mr. B.
" Mr. B, we have been trying to contact you and your wife to notify you that we are scheduled to begin your work on this Monday, 5/18/15. We have the materials on hand to complete the work and we are unable to delay the start date any longer. We have scheduled to have the dumpster delivered on Monday 5/18/15 between 0600-0930. The dumpster will be set on the driveway in front of the overhead garage door, on the left side of the driveway (if you are facing the house). Please be sure to move your vehicle from the garage prior to the scheduled delivery time. Monday morning we are scheduled to begin digging for the egress window instillation and if all goes as planned, we will begin bathroom demolition on Wednesday, 5/20/15. We will also proceed to move forward with the basement remodeling as the projects progress. As with all of our customers we will have continued open lines of communication and personalized customer care as your projects progress, and we look forward to serving you and meeting your home improvement needs."
Initial Consumer Rebuttal /* (3000, 7, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dave
I appreciate hearing from you finally. It's been 4 weeks since you told me you were going to contact me. I'm really confused by you stating you have been trying to contact me and my wife. You and no one on your team has tried to contact me at all. However, on the other side I have tried to call you SEVERAL times and I CAN prove it. As you know the real issue has been your teams lack of communication and more importantly the misinformation.
Dave you really need to listen to your project manager when he tells you something. Not once during this process was my job supposed to be put on hold and you want to use my pipe burst as an excuse for you to delay my project. When we met you even stated to me that you are backed up by over 90 days and there was at least 3 times you agreed that I was told we were going to start.
Also, what work did you complete to charge me $4,000? Your exactomat did say $4,000 but if you would have listened to your project manager those numbers were ALL wrong because I already started to complete the work. Plus you were charging me for work not yet completed in that. That is how Todd and I came up with that number and just to get rid of you. Once again you are blind to the facts and don't listen. Todd and I explained where that number came from when we met which even Todd said was high for the work you completed but just to be done. Nevertheless I can see you still ignore the facts. So please close this dispute unfavorable. I will be talking with a lawyer.
Have a wonderful day!
Betterway contracted to build addition for me. Along with a kitchen remodel, room addition large enough to include a bathroom within the new room addition, and a new garage; new staircase to basement, complete finish work on existing staircase to upper level, tie in new bathroom sewer to existing sewer.
They told me they're not doing any more. As Illinois State law states, a contractor may vacate a job when there is lack of payment for services rendered. We repeatedly requested payment as contracted and also for the additional work requested be completed by Ms. S. After a refusal to pay us multiple times, we vacated the job site. Ms. S. is in violation of QUANTUM MERUIT statutes, she has benefited from the services of our company without further compensation to our company. There is a contractual defect with the original contract and Ms. S knows very well about contracts from her real estate business. There is no explicit mention of pricing for such items as kitchen cabinets, as a business we are not obligated to offer unlimited financial resources to the customer because the contract lacks this information. We stopped work on the kitchen remodel because it became apparent that Mr. S was attempting to take advantage of the contract gaps and request more expensive items be ordered for her home. A homeowner cannot use the excuse "they are unaware" of things such as price limits, the homeowner has personal responsibility to ask the contractor such questions as, "what is the price limit of the kitchen cabinets". We are not in violation of not completing what is on the contract because many of the things listed in the complaint were later requested by Ms. S, and reported to the crew to be approved by the company. We later would find out that this way a lie to the crew and communication for these changes and additions were not discussed or approved by the company. We require all additional work to be addendum to the original contract, there is not one reason we would make an exception with this homeowner.
The contract was to commence building by March 15th. We do not set start dates for job in the contract, any start date given to you would have been a rough estimate by the sales person. There is no starting on time or not.
I was not told of any pricing but the salesperson told me that Amber had all my information and would send me drawings once completed. Again, if there is no mention of pricing for individual items, the homeowner should ask, this is common sense, if there was not a sticker on a new car, one would ask how much the car was before agreeing to buy it.
The contract also called for a new sewer line. C the contract called for us to tie in the new bathroom sewer line to the existing sewer, Ms. S has demanded that we replace the sewer line out to the street, this is not part of the agreement, and it would require excavation and additional cost which the homeowner is unwilling to pay.
They did not back-fill when they should have and with the excessive rain we had the mud poured into the basement. The basement was back-filled properly, the sump pump failed due to manufacture issue and this is under warranty, and homeowners are responsible for manufacture warranty. The other issue with mold in the basement would also be caused from the high amounts of ammonia, requiring the crew to have to stop work frequently due to feeling the work conditions were unsafe. We made numerous requests of Ms. S to have the feces and ammonia problem taken care of so we could continue to work at a timelier pace but she failed to comply even after agreeing to have the area cleaned.
The electrician in fact was not licensed to perform the work either. We do contract with a licensed electrician and he has electricians who work under his guidance. This is not in violation of Illinois State law
Dave Smith told me that his salesperson had underbid the job and he wasn't going to spend another nickel on my addition because he wasn't going to go in the hole over it. The job was severely underbid, this is correct, this was exacerbated by the fact the Ms. S added on many adjustments as the crew was completing the work adding additional cost to the job, but at the same time refusing to make addendum to the contract or pay the contractor for the additional work. At Ms. S request, the basement wall height was increased, the new garage ceiling height increased reinforcement of existing staircase to support additional weight.
Since then I've been trying to work with them to find a resolution but they want me to eliminate my kitchen, the new staircase, the appliances and many more things. There was never an agreement for a new staircase; she already has her new appliances and kitchen cabinets.
He was also very abusive during the call. He has made it very clear he will not be completing the work. Statements like this and saying that "we don't want to go in the hole" are an attempt to maliciously attack the business and its owner. As a business in the community for the past 5 years, we strive to meet all the needs of our customers. There are times when the requests of the homeowner cause insurmountable issues. We have unfortunately reached an impasse with Ms. S. and unfortunately her route to rectifying this is an attempt to publicly and maliciously report falsehoods about our business. Unfortunately we have to leave any resolution between both parties up to the lawyers. One request we will be making as part of the resolution process is that this complaint, this attempt to publicly defame our company is restricted from being eligible for all to read who visit the Revdex.com site. We would hope that this remain confidential until a resolution has occurred as to avoid further damages and bringing more parties to the table as participants. Ms. S. is a business owner and we respect that fact and decline from further comment at this point.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12418787. The business response states: "We have been to this homeowners house more than one time to address the issues." I'd like to clarify the business has been to my home more than one time to address issues in the past, however, for the issues noted in this complaint, they were completed within 2 visits to the home. I could not get any one out to the house to address the current issues until filing a complaint. At this time, the issues have been addressed by the business.
Final Consumer Response /* (2000, 6, 2016/09/23) */
My roof is being replaced now, they have been here for 2 days and should be done maybe by tomorrow, on 9/23/16. I didn't want to file a complaint but felt 3 months waiting was long enough and couldn't get a return call after a number of attempts,...
I am just glad my leaking roof is being replaced finally. The guys working on the roof have been very nice and staying on task.
Unfortunately the contract that was written was very vague about the work that was being done and not being done. We have sent a crew to Mr. [redacted]'s house today to do the area that Mr. [redacted] would like done. We hope this clears up any issues with this job. Thank you.
We will respectfully handle this homeowners dispute with our business outside the scope of the Revdex.com since it has come to light that the Revdex.com has the inability to remain impartial when it comes to disputes homeowners have with us. We do not see the need to empower the Revdex.com to fill the role of "Big Brother" when they are not experts in these issues. Thank you for letting us know about this consumer complaint and please make our entire responsepublic as we are sure you will also make this consumer complaint public to all on your site.
Initial Business Response /* (1000, 7, 2015/09/28) */
We apologize for any inconvenience we may have caused this home owner. We certainly strive to make all of our customers feel their needs come first. We have completed this job. Thank you for your business.::
Initial Business Response /* (1000, 5, 2015/06/10) */
Mr. * seems to have made several derogatory comments that will all be addressed starting with:
1. "Water spigot is not accessible because of incorrect install." This is incorrect; we have notified Mr. * numerous times that the issue is not...
with the install of the siding but the length of the copper pipe that is connected to the spigot on the side of the house he is referring to. According to the contract, the lower part of the house, comprised of cement was to be "furred out" so this area could also be sided. When the old siding was removed, the wood in the area in question was found to be rotten; and in order to keep the exterior wood of the house along with the lower furred part of the house in line, we replaced the rotting wood; it is not standard practice to place new siding over rotting wood. It was noted at this time that the spigot was already tight against the house. A standard spigot master block would not fit around the spigot as will a split block not fit around the spigot so the installer did the best job to secure the siding around the spigot.
2. Mr. * states, "have called 5 times with nobody coming to fix the issue". Resolution- Mr. * has been informed that we have done all we can to work around the existing spigot, he will need to contact a plumber to extend the copper pipe connected to the spigot and when that is complete we will be happy to install a block around the spigot.
3. "The siding around the water spigot is sticking out too far and they did not put a box around it like was installed in front. Because of this, I cannot put a hose on it." Again with homes built in the late 1960's, the copper pipe is not long enough on that side of the house to accommodate the block and we have informed that we have done all we can to work around the existing spigot, he will need to contact a plumber to extend the copper pipe connected to the spigot and when that is complete we will be happy to install a block around the spigot.
4. Numerous calls to the office, 4/16, 4/17, 4/18; our staff at the company along with normal business activity was looking through historical data to gather information about Mr. * job, being as the job was completed early December 2014 we wanted to be able to review contract information. 4/20- Yes it is true; we needed to speak with the installer to find out more details about the job. The installer had since completed multiple jobs in the 5 months since completing Mr. * install, so he wanted to drive out to Mr. * house to be able to recall the install, he did not find it necessary to speak with Mr. * when he was in the neighborhood. At this time we were able again to remind Mr. * that the issue was, he will need to contact a plumber to extend the copper pipe connected to the spigot and when that is complete we will be happy to install a block around the spigot.
5. When Mr. * contacts us to request we fix the issue, like he mentions on 5/11, we discover that the issue with the copper pipe has not been resolved and again, this is the issue. Until the pipe is fixed our hands are tied. We have been out the house again and there is not even a custom block available to resolve the issue.
6. "It was a struggle to get them to come out install the siding. My install was delayed over a month and could not get an actual response on the start date." Resolution. We have reviewed the contract, there is no mention of a set or detailed time line, we inform all homeowners that jobs are at least 8-12 weeks out and this can be extended by inclement weather. The contract was finalized 9/11/14 and the job was complete early December that is completed within 12.8 weeks, not to mention that within those 12.8 weeks we had precipitation over approximately 36 days. It is not unreasonable in the home improvement business to know that weather will be a factor.
7. "There is still large amounts of scraps and nails laying around." Resolution- this was never mentioned with the initial complaints, this is the first time we have heard this complaint and efforts to taint the reputation of the company are malicious. If this had truly been an issue we would have expected to been made aware back in December at the completion of the job.
8. "This company takes no responsibility for their workers and I have not heard from any managers or owners about any concerns." Resolution- Mr. * has contacted the office with one concern as he mentions the fact that there is not a block around the spigot and the siding is too proud. Again we have contacted Mr. * multiple times including calls from managers to inform him that it is his responsibility to rectify the issue of the copper pipe is not [redacted] enough on that side of the house to accommodate the block and we have informed that we have done all we can to work around the existing spigot, he will need to contact a plumber to extend the copper pipe connected to the spigot and when that is complete we will be happy to install a block around the spigot.
9. Mr. * has made multiple disparaging remarks about the credibility of the work crew. This is also the first we have heard he was unhappy with the crew on the job. The remarks are clearly and attempt to discredit my company reputation, they are random and an attempt to distract from the fact the homeowner, for reasons of his own, is not willing to contact a plumber of his choosing to have the root of the problem corrected. We are unable to speak to the timeliness of the crew, we do not set work hours for the crew for each job, and this communication can transpire between homeowner and crew so the needs of the homeowner are met.
10. The only way this will be resolved is if the homeowner contacts a plumber and has the pipe extended on the exterior of the house.
NOT FOR PUBLIC VIEW.
Finally to the Revdex.com and Mr. *. as to the comment about "Lastly, when they (the crew) did show up I was always concerned by the quality as the bed of their truck was usually full of empty beer cans." I would strongly recommend this comment be removed completely from this complaint. This comment leads one to assume that my crew either drinks alcohol while driving, or drinks alcohol while working and both conclusions are slanderous accusations. Unless you are able to back this information up with factual data, leaving this comment, will be committing slander; false and damaging statements about the reputation of my company and my crew. Also to the Revdex.com, leaving this comment in the complaint and making it public will lead to libel, as you will be publishing a false statement that is not supported by factual data and that statement is damaging to a person's reputation and my company reputation with a written defamation statement.
From: [redacted] (mailto:[redacted].com)
Sent: Monday, January 11, 2016 6:45 PM
To: Jessica Tharp
Subject: Re: Checking In
Hi Jessica,
Case has been filed in court
http://justice.peoriacounty.org/CaseDetail.aspx?CaseID=[redacted]
Please advise when the complaint will be closed on Revdex.com. Seems there are a lot more complaints there now since I filed mine with you.
Thank you.
Kind regards,
[redacted]
I do apologize to Mr. [redacted] for no one returning his calls to handle his issues with his screens. As he stated the windows he ordered does come with a lifetime non-prorated transferable warranty. The screen frame is warranted against cracking, breaking, warping or otherwise failing for as...
long as he lives in the house. The fiberglass screen cloth will not tear or rip. If it does, [redacted] will provide a new fiberglass screen cloth (FOB Temperance MI) at no charge, all labor excluded. This warranty is transferable to the second property owner. If Mr. [redacted] has any issues in the future with the windows or screen please call [redacted] as she works closely with [redacted] and will take care of any issues. Thank you for your help in this matter. ::
Initial Business Response /* (1000, 5, 2016/01/21) */
As per our company policy, we are handling this issue internally within the company. We are meeting with this homeowner next week.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response...
from the business.)
The owner of the business, who I had been attempting to contact called the next day, and sent someone to measure for the windows. At this time, they say that they have ordered the replacement frame, but I have still not been able to speak to the owner about my problems with the company. As long as the replacement frame comes in, I suppose I am satisfied, although the primary response that was needed was a simple apology for the lower-end to mediocre workmanship and the terrible customer service. It would have gone a long way just to have personal contact with the owner to show him exactly what I was having problems with, but I guess that this company is either too busy, or not concerned enough with my opinions to take the 30 minutes to do this.
We have completed this service as of 3/28/2017.Tell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I...
would Like to thank you for the help to getting the job don I would like to close this case satisfactory Tank you Nicholas Randitsas
Initial Business Response /* (1000, 17, 2015/12/29) */
We are taking care of the concerns of Mr. XX internally within our office. We will do what we can within the conditions of the contract.::
Initial Consumer Rebuttal /* (2000, 19, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the...
response from the business.)
I talked with [redacted] on December 21 and told him that we wanted Maxwell Counters, the company that installed the countertop, to be the ones to remove and install the countertop and that we also wanted a cleaning service to come in and clean the kitchen after the work is completed. [redacted] agreed and work is to start January 4.
[redacted] and his nephew arrived Monday, January 4 around 11:00 and started removing tiles. [redacted] showed up later to see for himself just how bad the situation was. The tile were coming up with relative ease. They worked as far as they could go because Maxwell Counters won't be able to come until Monday, January 11. So far, we are satisfied with how everything is going. It is, however, a big inconvenience with regard to the same mess again 6 months later. we want to note [redacted] has been very good to work with. We wish that he would have been the person to install our tile the first time.
Initial Business Response /* (1000, 5, 2015/07/11) */
The Revdex.com offers these tips to consumers on their web site;
Get a written contract that specifies the price and the work to be done. In Illinois, state law requires a written contract with all costs enumerated for home repair or remodeling work...
over $1,000.
Pay by credit card, if possible; you may have additional protection if there's a problem. Otherwise, pay by check. Never pay in cash.
Be sure that all promises made are put in writing.
Your Signature Binds You to a Contract
After you sign a contract, if you don't keep your agreement, the other party to the contract may take action against you. You have the right to cancel if you can prove the contract is illegal or was induced by misrepresentation or fraud.
The Federal Trade Commission advises consumers when it comes to hiring a contractor and signing a contract to get all the details in writing;
any promises made during conversations or calls are not binding if they are not in writing. . If they don't remember, you may be out of luck -- or charged extra.
a written statement of your right to cancel the contract within three business days if you signed it in your home or at a location other than the seller's permanent place of business.
It is most unfortunate that as a business we have to peruse breach of contract issues in such a manner as hiring a third party collection party, but it is within our legal right to do so, and to go back 5 years in time to close the loop on these contractual problems.
It is correct that in 2011 we contacted Mr. Y after he requested to be contacted by home improvement companies via Home Advisor.com for new windows. We have a signed contract with Mr. Y for the services requested, there are two payment details on the contract: 1. $100.00 paid as deposit, 2. Cash payment for remainder off balance. Also as with all of our contracts, the consumer is notified of their right to cancel by mailing a cancellation notice and having it postmarked within 3 business days of the contract date.
We also have on file along with the original contract, the signed Consumer Rights Acknowledgement Form, which Mr. Y signed.
Not allowing us to follow up on getting measurements so we may order the correct windows, does not allow the home owner out of their contractual obligation. We will not disregard our right to follow up with homeowners who are in brea
Initial Business Response /* (1000, 7, 2015/11/02) */
After reviewing the contract, the owner stated we could not accept the contract for the amount that was written on the contract and if we were to do the work per the contract it would require an additional amount of money and the homeowner...
stated that was not acceptable. We spoke with Mrs. [redacted] today and advised her that we are sending her a written letter today stating that we are releasing her from the contract and she understood. Thank you. ::
Initial Consumer Rebuttal /* (3000, 9, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. We took the time to travel to weekend cabin during the week to meet with them about the project. Aug 17th, 2015
2. They sent their professional representative to give me a quote and or contract for the job.
3. Then they made 2 more appointments with me and did not show up. I have the dates if you need them. Totally disregarding my time as having any value.
4. Then I called numerous times trying to get some answer to when work would start. To no avail. I Ask on at least 3 occasions to speak with the owner to let him know how I was being treated and He never not once called to speak with me.
5. They held me in contract ( hostage) from Aug 17th, 2015 until Nov 3rd, 2015. 78 days just 12 days short of 90 days or 3 months that I could not legally contract anyone else to the work. Now the summer is gone and we will never get it back. Because of the situation with the bathroom in need of repair, we could not stay for more than a couple of days.
6. I ask ( pleaded ) with representative from there company to release me from contract so I would be free to get another contractor before the summer was gone.
7. It took a complaint to the Revdex.com and Trade Commission to get these people to respond to me. Or I would still be held by there contract and nothing being done.
8. It took almost 3 months for the Owner to realize that they could not do the work for the cost that was quoted to me and finally sent a letter releasing from the contract.
9. I believe they should have a legal obligation to do the work they contracted to do. Where I was held to a legal standard , they should be as well.
10. And if not they should at least compensate me for the time that has been invested in their Scam.
11. They never offered to do the work for more money, not once. That is false. He was pretty honest until that point.
And on a personnel note, I deal with contractors, Plumbers , electricians and tradesmen on a pretty regular basis and have never ,ever been treated so poorly. As what this company has treated me and my husband. Who is a 100% service connected Vet.
All of our records indicated that the old shingles were indeed tore off before the new shingles were put on. We have a meeting scheduled with Mr. [redacted] with the owner, [redacted] and our general manager, [redacted]. on Monday December 5, 2016 and we hope at that time everything will be cleared...
up. Thank you for your time.
Initial Business Response /* (1000, 5, 2015/07/11) */
The Revdex.com offers these tips to consumers on their web site;
Get a written contract that specifies the price and the work to be done. In Illinois, state law requires a written contract with all costs enumerated for home repair or remodeling work...
over $1,000.
Pay by credit card, if possible; you may have additional protection if there's a problem. Otherwise, pay by check. Never pay in cash.
Be sure that all promises made are put in writing.
Your Signature Binds You to a Contract
After you sign a contract, if you don't keep your agreement, the other party to the contract may take action against you. You have the right to cancel if you can prove the contract is illegal or was induced by misrepresentation or fraud.
The Federal Trade Commission advises consumers when it comes to hiring a contractor and signing a contract to get all the details in writing;
any promises made during conversations or calls are not binding if they are not in writing. . If they don't remember, you may be out of luck or charged extra.
a written statement of your right to cancel the contract within three business days if you signed it in your home or at a location other than the seller's permanent place of business.
It is most unfortunate that as a business we have to peruse breach of contract issues in such a manner as hiring a third party collection party, but it is within our legal right to do so, and to go back 5 years in time to close the loop on these contractual problems.
It is correct that we met with Mr. B., for the services of new windows for his home. We have a signed contract with Mr. B for the services requested, it does not state on the contract that the information would be used for the purpose of finance application only. We also have on file the original credit application that is signed by Mr. B. which contains more confidential information that gives us permission to seek financing at the home owners' request. Without this signed credit application we would not have the necessary information to seek financing options, therefore the contract for services would not be able to substitute as the required credit application. We were able to secure financing for Mr. B through Wells Fargo and after notifying Mr. B he refused to sign the Wells Fargo papers and refused to complete his part of the contract. Mr. B signed and dated the Consumer Rights Acknowledgement Form, which refers to information we leave with Mr. B explaining among other things, the consumer should know what they are signing and they have rights to cancel. Also as with all of our contracts, the consumer is notified of their right to cancel by mailing a cancellation notice and having it postmarked within 3 business days of the contract date. Mr. B did not cancel his contract with us. We will not be cancelling our action with the collection agency.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were told that what we signed was an estimate, not a contract. We were told that Better Way could arrange financing, but we told them at the time that we did not wish them to do so. Nor were we ever told that they had done so until after we were contacted by the collection agency. Since we had made it clear the proposed work was contingent on our securing financing, we let Better Way know as soon as our application was rejected and considered the matter closed.
Due to the basement sump pump not functioning and the water left in the basement, coupled with the high humidity, a large amount of mold is present in the basement. Attached is the results of a licensed inspector's mold test and the cost to remediate. [redacted]
Initial Business Response /* (1000, 15, 2015/09/15) */
We always apologize to our homeowners that jobs are not completed in the time frame in which they think tasks will be completed. It is unfortunate that what may seem like a small job to one person is really a large job and time consuming to...
another person. Also it is difficult for many to realize that while all persons want their work done immediately, there are other homeowners who may also be making demands on the installers that delays them getting to the next job, just as the current homeowner may do the same with their job with such things as special order items. 30 telephone calls is a little excessive and that would not go without notice, also most often we would have had one of our on line forms filled out by a homeowner to let us know that they were reaching a point of frustration. This did not happen in this case. Tile instillation is not a small job. Door handles were special order which puts your product at the mercy of a third party retailer. Counter tops were granite, also puts at the mercy of a third party retailer and fabricator, we do not tell our customers that we are the fabricator. Many fabricators in the area are 4-6 weeks out in production after template. We do not appreciate consumers who feel the need to complain to the Revdex.com to use this avenue to try to receive discounts or discredit our reputation. We are not in breach of any contract with this homeowner and as of this date, the work has been completed. ::
Initial Consumer Rebuttal /* (3000, 17, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I disagree with several points made by the contractor. th0 phone calls, with no answer, over a 6 moth period is NOT out of line! If I had gotten a response, a call back or some form of contact, we would have been happy with fewer calls. The granite countertop was not even ordered until a several weeks after we filed the complaint. I was never told by anyone of any other method to contact the contractor, except by phone. My sales person advised us to expect completion of our projects within 6 to 8 weeks. If there was an online form, someone should have told us that! I did receive a discount on the project. I should get an appology in person.
Initial Business Response /* (1000, 5, 2015/05/14) */
Mr. B contracted with BetterWay to install an egress window. The initial contract was signed in late January 2015. The completion date was not set at this time, we estimated that we would be able to start the job in approximately 6-8 weeks; this...
is always depending on the weather. If the weather is too wet, we are unable to start excavation without waiting for the ground to dry out. In the month of February we had 10 days with precipitation scattered throughout the month. In the month of March, we had another 8 days of precipitation and April was worse with 12 days of rain. Early spring is one of the hardest times of the year to predict job start dates that involve extensive earth removal such as that with an egress window instillation. Add the rain on top of the spring thaw post the winter freeze and we are having to wait until we start jobs and keep all those involved safe including homeowners and our crew
As Mr. B mention's, he contracted with us in late January and we were unable to safely begin excavation within his stated 4-6 week time frame. The burst pipe and subsequent water damage occurred prior to any work being started by BetterWay; but Mr. B called BetterWay to let us know he had a problem in his basement and in good customer service the owner himself along with others went to Mr. B's home to see if they could assist with the issue. Mr. B's mentioned that this damage would be turned into his insurance company and he was planning on contracting with BetterWay to complete the basement remodel, so in good faith, BetterWay staff assisted with cleaning out the damaged material from the basement, at Mr. Bs' request. BetterWay told Mr. B that they would meet with the insurance adjuster as to assist with the claim, as often happens, and Mr. B agreed. Mr. & Mrs. B signed an agreement granting BetterWay Power of Attorney to deal directly with the adjuster from State Farm insurance and authorizing BetterWay to be reimbursed directly from State Farm insurance. Mr. B had requested that the staff from BetterWay not speak to the adjuster from State Farm about the fact that Mr. B had begun demolition of the paneling in the basement and had approximately 75% of the paneling removed about 1 week prior to the pipe burst. It is our policy to not misrepresent the work we do with insurance companies; BetterWay did not agree to do this for Mr. B.
After the weekend passed, BetterWay staff arrived at Mr. Bs' home at the scheduled time to meet with the insurance adjuster and as we existed our vehicle, Mr. B ran out of the house mouthing the words to "leave now, I will call you" Mr. B refused to let us meet with adjuster and refused us access to his property. Later Mr. B did call and he let BetterWay staff know that he did not want us to refute the information he had given to the insurance adjuster.
After BetterWay cleaned up the basement from the pipe burst, approximately one week later, we met with Mr. B and presented a bill for the services rendered; the bill was generated through a program called Exactimate, a program used by 90% of all insurance adjusters. Our bill, from BetterWay was approximately $4200.00, of which Mr. B made the statement that our bill was nowhere in the vicinity of the insurance pay-out, he stated he was paid $1100.00 for the clean-up, we compromised and agreed upon an amount of $2000.00 which they agreed to pay. The $2000.00 was added to the bathroom contract.
Mr. B has not let us meet with his insurance adjuster and he has not let us begin work on the contracted egress window. Consequently, shortly after all of this transpired, Mr. B met with another staff of BetterWay, disclosed to that person that he had settled with his insurance company for a substantial amount of money, for the basement damage and wanted to proceed with an additional job, a bathroom remodel, of which he signed a contract with BetterWay to complete the bathroom remodel.
Desired resolution, move forward as contracted and complete the work that is scheduled to begin on Monday 5/18/15 or BetterWay will allow Mr. B to cancel his contract's within the terms of the contract; the homeowner is responsible for 40% of non-special order products purchased and 40% the total amount of the contract amount along with 70% of the cost of special order, items such as the egress window. We have been making many attempts to contact the homeowner to complete the contracted work including the information below that was contained in an email to Mr. B. Mr. B has refused to speak with us about completion of contracted work, he has not responded to e mail communications. See below for the content of the e mail sent to Mr. B.
" Mr. B, we have been trying to contact you and your wife to notify you that we are scheduled to begin your work on this Monday, 5/18/15. We have the materials on hand to complete the work and we are unable to delay the start date any longer. We have scheduled to have the dumpster delivered on Monday 5/18/15 between 0600-0930. The dumpster will be set on the driveway in front of the overhead garage door, on the left side of the driveway (if you are facing the house). Please be sure to move your vehicle from the garage prior to the scheduled delivery time. Monday morning we are scheduled to begin digging for the egress window instillation and if all goes as planned, we will begin bathroom demolition on Wednesday, 5/20/15. We will also proceed to move forward with the basement remodeling as the projects progress. As with all of our customers we will have continued open lines of communication and personalized customer care as your projects progress, and we look forward to serving you and meeting your home improvement needs."
Initial Consumer Rebuttal /* (3000, 7, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dave
I appreciate hearing from you finally. It's been 4 weeks since you told me you were going to contact me. I'm really confused by you stating you have been trying to contact me and my wife. You and no one on your team has tried to contact me at all. However, on the other side I have tried to call you SEVERAL times and I CAN prove it. As you know the real issue has been your teams lack of communication and more importantly the misinformation.
Dave you really need to listen to your project manager when he tells you something. Not once during this process was my job supposed to be put on hold and you want to use my pipe burst as an excuse for you to delay my project. When we met you even stated to me that you are backed up by over 90 days and there was at least 3 times you agreed that I was told we were going to start.
Also, what work did you complete to charge me $4,000? Your exactomat did say $4,000 but if you would have listened to your project manager those numbers were ALL wrong because I already started to complete the work. Plus you were charging me for work not yet completed in that. That is how Todd and I came up with that number and just to get rid of you. Once again you are blind to the facts and don't listen. Todd and I explained where that number came from when we met which even Todd said was high for the work you completed but just to be done. Nevertheless I can see you still ignore the facts. So please close this dispute unfavorable. I will be talking with a lawyer.
Have a wonderful day!
Betterway contracted to build addition for me. Along with a kitchen remodel, room addition large enough to include a bathroom within the new room addition, and a new garage; new staircase to basement, complete finish work on existing staircase to upper level, tie in new bathroom sewer to existing sewer.
They told me they're not doing any more. As Illinois State law states, a contractor may vacate a job when there is lack of payment for services rendered. We repeatedly requested payment as contracted and also for the additional work requested be completed by Ms. S. After a refusal to pay us multiple times, we vacated the job site. Ms. S. is in violation of QUANTUM MERUIT statutes, she has benefited from the services of our company without further compensation to our company. There is a contractual defect with the original contract and Ms. S knows very well about contracts from her real estate business. There is no explicit mention of pricing for such items as kitchen cabinets, as a business we are not obligated to offer unlimited financial resources to the customer because the contract lacks this information. We stopped work on the kitchen remodel because it became apparent that Mr. S was attempting to take advantage of the contract gaps and request more expensive items be ordered for her home. A homeowner cannot use the excuse "they are unaware" of things such as price limits, the homeowner has personal responsibility to ask the contractor such questions as, "what is the price limit of the kitchen cabinets". We are not in violation of not completing what is on the contract because many of the things listed in the complaint were later requested by Ms. S, and reported to the crew to be approved by the company. We later would find out that this way a lie to the crew and communication for these changes and additions were not discussed or approved by the company. We require all additional work to be addendum to the original contract, there is not one reason we would make an exception with this homeowner.
The contract was to commence building by March 15th. We do not set start dates for job in the contract, any start date given to you would have been a rough estimate by the sales person. There is no starting on time or not.
I was not told of any pricing but the salesperson told me that Amber had all my information and would send me drawings once completed. Again, if there is no mention of pricing for individual items, the homeowner should ask, this is common sense, if there was not a sticker on a new car, one would ask how much the car was before agreeing to buy it.
The contract also called for a new sewer line. C the contract called for us to tie in the new bathroom sewer line to the existing sewer, Ms. S has demanded that we replace the sewer line out to the street, this is not part of the agreement, and it would require excavation and additional cost which the homeowner is unwilling to pay.
They did not back-fill when they should have and with the excessive rain we had the mud poured into the basement. The basement was back-filled properly, the sump pump failed due to manufacture issue and this is under warranty, and homeowners are responsible for manufacture warranty. The other issue with mold in the basement would also be caused from the high amounts of ammonia, requiring the crew to have to stop work frequently due to feeling the work conditions were unsafe. We made numerous requests of Ms. S to have the feces and ammonia problem taken care of so we could continue to work at a timelier pace but she failed to comply even after agreeing to have the area cleaned.
The electrician in fact was not licensed to perform the work either. We do contract with a licensed electrician and he has electricians who work under his guidance. This is not in violation of Illinois State law
Dave Smith told me that his salesperson had underbid the job and he wasn't going to spend another nickel on my addition because he wasn't going to go in the hole over it. The job was severely underbid, this is correct, this was exacerbated by the fact the Ms. S added on many adjustments as the crew was completing the work adding additional cost to the job, but at the same time refusing to make addendum to the contract or pay the contractor for the additional work. At Ms. S request, the basement wall height was increased, the new garage ceiling height increased reinforcement of existing staircase to support additional weight.
Since then I've been trying to work with them to find a resolution but they want me to eliminate my kitchen, the new staircase, the appliances and many more things. There was never an agreement for a new staircase; she already has her new appliances and kitchen cabinets.
He was also very abusive during the call. He has made it very clear he will not be completing the work. Statements like this and saying that "we don't want to go in the hole" are an attempt to maliciously attack the business and its owner. As a business in the community for the past 5 years, we strive to meet all the needs of our customers. There are times when the requests of the homeowner cause insurmountable issues. We have unfortunately reached an impasse with Ms. S. and unfortunately her route to rectifying this is an attempt to publicly and maliciously report falsehoods about our business. Unfortunately we have to leave any resolution between both parties up to the lawyers. One request we will be making as part of the resolution process is that this complaint, this attempt to publicly defame our company is restricted from being eligible for all to read who visit the Revdex.com site. We would hope that this remain confidential until a resolution has occurred as to avoid further damages and bringing more parties to the table as participants. Ms. S. is a business owner and we respect that fact and decline from further comment at this point.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12418787. The business response states: "We have been to this homeowners house more than one time to address the issues." I'd like to clarify the business has been to my home more than one time to address issues in the past, however, for the issues noted in this complaint, they were completed within 2 visits to the home. I could not get any one out to the house to address the current issues until filing a complaint. At this time, the issues have been addressed by the business.
Final Consumer Response /* (2000, 6, 2016/09/23) */
My roof is being replaced now, they have been here for 2 days and should be done maybe by tomorrow, on 9/23/16. I didn't want to file a complaint but felt 3 months waiting was long enough and couldn't get a return call after a number of attempts,...
I am just glad my leaking roof is being replaced finally. The guys working on the roof have been very nice and staying on task.
Unfortunately the contract that was written was very vague about the work that was being done and not being done. We have sent a crew to Mr. [redacted]'s house today to do the area that Mr. [redacted] would like done. We hope this clears up any issues with this job. Thank you.
We will respectfully handle this homeowners dispute with our business outside the scope of the Revdex.com since it has come to light that the Revdex.com has the inability to remain impartial when it comes to disputes homeowners have with us. We do not see the need to empower the Revdex.com to fill the role of "Big Brother" when they are not experts in these issues. Thank you for letting us know about this consumer complaint and please make our entire responsepublic as we are sure you will also make this consumer complaint public to all on your site.
Initial Business Response /* (1000, 7, 2015/09/28) */
We apologize for any inconvenience we may have caused this home owner. We certainly strive to make all of our customers feel their needs come first. We have completed this job. Thank you for your business.::
Initial Business Response /* (1000, 5, 2015/06/10) */
Mr. * seems to have made several derogatory comments that will all be addressed starting with:
1. "Water spigot is not accessible because of incorrect install." This is incorrect; we have notified Mr. * numerous times that the issue is not...
with the install of the siding but the length of the copper pipe that is connected to the spigot on the side of the house he is referring to. According to the contract, the lower part of the house, comprised of cement was to be "furred out" so this area could also be sided. When the old siding was removed, the wood in the area in question was found to be rotten; and in order to keep the exterior wood of the house along with the lower furred part of the house in line, we replaced the rotting wood; it is not standard practice to place new siding over rotting wood. It was noted at this time that the spigot was already tight against the house. A standard spigot master block would not fit around the spigot as will a split block not fit around the spigot so the installer did the best job to secure the siding around the spigot.
2. Mr. * states, "have called 5 times with nobody coming to fix the issue". Resolution- Mr. * has been informed that we have done all we can to work around the existing spigot, he will need to contact a plumber to extend the copper pipe connected to the spigot and when that is complete we will be happy to install a block around the spigot.
3. "The siding around the water spigot is sticking out too far and they did not put a box around it like was installed in front. Because of this, I cannot put a hose on it." Again with homes built in the late 1960's, the copper pipe is not long enough on that side of the house to accommodate the block and we have informed that we have done all we can to work around the existing spigot, he will need to contact a plumber to extend the copper pipe connected to the spigot and when that is complete we will be happy to install a block around the spigot.
4. Numerous calls to the office, 4/16, 4/17, 4/18; our staff at the company along with normal business activity was looking through historical data to gather information about Mr. * job, being as the job was completed early December 2014 we wanted to be able to review contract information. 4/20- Yes it is true; we needed to speak with the installer to find out more details about the job. The installer had since completed multiple jobs in the 5 months since completing Mr. * install, so he wanted to drive out to Mr. * house to be able to recall the install, he did not find it necessary to speak with Mr. * when he was in the neighborhood. At this time we were able again to remind Mr. * that the issue was, he will need to contact a plumber to extend the copper pipe connected to the spigot and when that is complete we will be happy to install a block around the spigot.
5. When Mr. * contacts us to request we fix the issue, like he mentions on 5/11, we discover that the issue with the copper pipe has not been resolved and again, this is the issue. Until the pipe is fixed our hands are tied. We have been out the house again and there is not even a custom block available to resolve the issue.
6. "It was a struggle to get them to come out install the siding. My install was delayed over a month and could not get an actual response on the start date." Resolution. We have reviewed the contract, there is no mention of a set or detailed time line, we inform all homeowners that jobs are at least 8-12 weeks out and this can be extended by inclement weather. The contract was finalized 9/11/14 and the job was complete early December that is completed within 12.8 weeks, not to mention that within those 12.8 weeks we had precipitation over approximately 36 days. It is not unreasonable in the home improvement business to know that weather will be a factor.
7. "There is still large amounts of scraps and nails laying around." Resolution- this was never mentioned with the initial complaints, this is the first time we have heard this complaint and efforts to taint the reputation of the company are malicious. If this had truly been an issue we would have expected to been made aware back in December at the completion of the job.
8. "This company takes no responsibility for their workers and I have not heard from any managers or owners about any concerns." Resolution- Mr. * has contacted the office with one concern as he mentions the fact that there is not a block around the spigot and the siding is too proud. Again we have contacted Mr. * multiple times including calls from managers to inform him that it is his responsibility to rectify the issue of the copper pipe is not [redacted] enough on that side of the house to accommodate the block and we have informed that we have done all we can to work around the existing spigot, he will need to contact a plumber to extend the copper pipe connected to the spigot and when that is complete we will be happy to install a block around the spigot.
9. Mr. * has made multiple disparaging remarks about the credibility of the work crew. This is also the first we have heard he was unhappy with the crew on the job. The remarks are clearly and attempt to discredit my company reputation, they are random and an attempt to distract from the fact the homeowner, for reasons of his own, is not willing to contact a plumber of his choosing to have the root of the problem corrected. We are unable to speak to the timeliness of the crew, we do not set work hours for the crew for each job, and this communication can transpire between homeowner and crew so the needs of the homeowner are met.
10. The only way this will be resolved is if the homeowner contacts a plumber and has the pipe extended on the exterior of the house.
NOT FOR PUBLIC VIEW.
Finally to the Revdex.com and Mr. *. as to the comment about "Lastly, when they (the crew) did show up I was always concerned by the quality as the bed of their truck was usually full of empty beer cans." I would strongly recommend this comment be removed completely from this complaint. This comment leads one to assume that my crew either drinks alcohol while driving, or drinks alcohol while working and both conclusions are slanderous accusations. Unless you are able to back this information up with factual data, leaving this comment, will be committing slander; false and damaging statements about the reputation of my company and my crew. Also to the Revdex.com, leaving this comment in the complaint and making it public will lead to libel, as you will be publishing a false statement that is not supported by factual data and that statement is damaging to a person's reputation and my company reputation with a written defamation statement.