Bix Basement Systems

Initial Business Response / [redacted] (1000, 11, 2016/01/20) */ Bix always strives to execute the highest level of customer serviceWe have sent out our senior production manager to evaluate the installation and I will be personally performing the final walk through to achieve overall customer satisfactionWe have communicated often with Mr & Mrs [redacted] and plan our final walk thru and inspection on January Initial Consumer Rebuttal / [redacted] (3000, 13, 2016/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The supervisor stated that he would have to "see if they were available to come 1/21/We did not receive a phone call back to confirm an appointment on the 21, nor did we receive any contact on the 21rst to finalize a time for a walk thru Final Business Response / [redacted] (4000, 38, 2016/07/07) */ Customer has confirmed final work to be completed on July 8thClient confirmed this appointment on June 27thInvoices were emailed and sent via mail on June 7thOur appointment center manager spoke with ***, ***'s husband, to confirm the date of July 8th, on June 27thInvoices show both before and after discount with the agreed upon price of $ Final Consumer Response / [redacted] (3000, 42, 2016/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) This was not the agreed upon price the marketing manager called in March and lowered our total price due to the extent of our situation, then Mr [redacted] offered to further reduce the costWhen the statement was recieved I called the office and did not recover a satisfactory responseI then spoke to mr [redacted] who said he would clarify the total balance and return my call

Bix Basement Systems has met with and discussed the issue with this customerBix has already agreed to fix any issues, that they created, at no cost to the customer

Initial Business Response /* (1000, 13, 2016/06/21) */
We will be in contact with Ms*** to schedule our concrete installer to replace/repair the issues per her request.::
Initial Consumer Rebuttal /* (3000, 15, 2016/07/01) */
(The consumer indicated he/she DID NOT accept the response
from the business.)
Bix sent someone out to replace the walk this week but poured it unevenly, chipped our stoop and made rough cuts in the cementWe are waiting to hear back from themAdditionally, they have not worked to remove the leftover resin from the original job or discussed how to level our back stoop
Final Business Response /* (4000, 19, 2016/07/29) */
***,
*** our appointment center manger spoke with ***
This is what she wrote:
I spoke to *** today and she is satisfied with the way the concrete looksHer concern now is the back stoopShe says that the Poly raised it more than it should have been and now that needs to be addressedI have an appointment for *** to go out with the Poly rig on Aug 17th to assess the situation to see what their best option isShe also mentioned that *** chipped her front stoop with doing the concrete work and he offered to fix it but she was afraid that it would end up looking worse so she declined that optionHer only complaint at this time is the back top which we are addressing
I do have customer notes if necessary
Thanks,
*** ***
Marketing Manager
Bix Basement Systems
XXX-XXX-XXXX-o
XXX-XXX-XXXX-c
www.bixservice.com
www.tristatesupportworks.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this
resolution is satisfactory to meI don't want a patch job as the resolution to this responsethe who;e driveway will need to be sealed to make it look rightThe weather isn't right to seal an asphalt driveway at this timeOnce the weather changes, resealing can take place

Initial Business Response /* (1000, 6, 2016/10/18) */
In our 56 years of being in business we have never sold a fraudulent project to any customer. We take great pride in the effort put into training each and every one of our sales reps before they ever step foot into a customer's home. Having...

said that, the rep that went to the [redacted] home was at that time, our most senior representative. Our process is such that the first step once arriving at the customers home, we ask them a very in depth series of questions to help us understand exactly what is going on in their home. With that
information, the representative then does a very thorough inspection of their home both inside and out ensuring that every issue is addressed at the highest level. After the inspection, the representative then sits down with the customer showing them exactly what the problems are, exactly how Bix Basement Systems can fix the problems, and exactly what the total investment will be. [redacted] discovered a severely rotted bottom plate in the wall construction that definitely indicates water coming into the basement through the footing/wall joint which is very typical in many homes due to hydrostatic pressure. And as indicated by the [redacted]', they recognized that the floor plate was in fact rotted. This could not have been caused by a clogged drain but by water through the footing/wall joint over a period of time (a clogged drain is a separate issue). The customer also said that they had new gutters installed on 6-29 which is great and will help with directing rain fall, but cannot address all rain water that falls to the ground. In our many years of experience we recognize that outside repairs can certainly help, but is not a permanent solution to water coming into a basement. By evidence of rotted bottom floor plates, and knowing there had been water on the [redacted]' basement floor which led them to attempt to correct the problem first by replacing gutters, the representative's recommendation to install a Waterguard system was in fact the right solution. This system is warrantied for the lifetime of the home that the customers' basement floor will no longer see water from ground water seepage. It is explained in detail as well as shown through a series of HD videos. Our representative had absolutely no way of knowing the drain was plugged and causing a puddle on the floor, but as indicated above, did in fact see evidence that ground water seepage had definitely caused the bottom floor plates to rot. We feel the customer was very well informed of the problem, the solution, and the exact cost for this project. So much so, the customer agreed, signed the proposal and provided the deposit to get the work scheduled and installed. I made contact with the [redacted] family on 10/14 to listen to their concerns and address them to the best of my ability but to no avail. I did in fact offer to reduce the total cost of their project by $200 in recognition of the delay in completing the project, but the [redacted]' made it clear they felt it was not enough. Once the project is completed, our warranty will be in effect where our product is installed.

Initial Business Response /* (1000, 11, 2016/01/20) */
Bix always strives to execute the highest level of customer service. We have sent out our senior production manager to evaluate the installation and I will be personally performing the final walk through to achieve overall customer...

satisfaction. We have communicated often with Mr & Mrs [redacted] and plan our final walk thru and inspection on January 21.
Initial Consumer Rebuttal /* (3000, 13, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The supervisor stated that he would have to "see if they were available to come 1/21/16. We did not receive a phone call back to confirm an appointment on the 21, nor did we receive any contact on the 21rst to finalize a time for a walk thru.
Final Business Response /* (4000, 38, 2016/07/07) */
Customer has confirmed final work to be completed on July 8th. Client confirmed this appointment on June 27th. Invoices were emailed and sent via mail on June 7th. Our appointment center manager spoke with [redacted]'s husband, to confirm the date of July 8th, on June 27th. Invoices show both before and after discount with the agreed upon price of $5000.
Final Consumer Response /* (3000, 42, 2016/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was not the agreed upon price the marketing manager called in March and lowered our total price due to the extent of our situation, then Mr. [redacted] offered to further reduce the cost. When the statement was recieved I called the office and did not recover a satisfactory response. I then spoke to mr. [redacted] who said he would clarify the total balance and return my call.

The owner of Bix Basement Systems has reached out to you to discuss your pending reimbursement. Per the conversation, Bix is reimbursing the $95 cost for Roto-Rooter. The customer intends to remove the complaint as this is a satisfactory resolution.

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.The owner was very cooperative in honoring my request, and this issue may be closed.

Initial Business Response /* (1000, 5, 2016/03/31) */
We will be sending the customer a very detailed, itemized invoice via mail and email. We hope this remedies her confusion. She is welcome to call after she receives the invoice and we would be happy yo review it with her.
Initial Consumer...

Rebuttal /* (3000, 7, 2016/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted BIX in response to the invoice they mailed to me and explained that it does not make sense to me. It seems to me the adjustments made between the two invoices were designed just to make the dollar amount fit. I advised that I would welcome a face to face meeting in order to better understand. Since that communication I have had to travel to Memphis for medical reasons. I do want to get this straightened out. Your notification to me on April 1 gave 10 days to advise you of whether or not I am satisfied. However, I will not return before the 10 day period is up and still need more information from BIX. I'm not interested in a simple quantity adjustment to make the dollars tie out. My background is accounting/business administration. I need to know where the numbers came from and that the proposal/quote is valid. Plans are to get back to Peoria on April 14. Our next medical appointment is April 12 and I need April 13 to drive back. Please let me know how this medical affects my ability to keep my complaint active in order to meet wit BIX.
Final Consumer Response /* (4200, 12, 2016/04/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
BIX has not proposed a resolution only a meeting. BIX also seems to be advising it has no original documents. I am happy to meet this week at a mutually convenient time to review with BIX the invoices I am referencing. Next week, on April 26, I go to the hospital for major surgery which pushes a face to face meeting into mid-May at the earliest. Therefore,I propose we meet on April 20 anytime, April 21 anytime after 3:00 p.m.or April 22 anytime.
Final Business Response /* (4000, 15, 2016/04/21) */
We met with Mrs. [redacted] yesterday and reviewed the invoices with her. It appears that our customer management system had a glitch in it and kicked out an invoice with all products multiplied by 4, but the dollar amount did not change. The invoice is being sent to the customer management system to review to make sure this was nothing we did on our end, hopefully a technical error.
We agreed to do a site visit at the home, which is a rental property. We reached out to the tenant, who is also the customer's grandson to set up a time. We have not heard back(4/20/2016). We will do a walk through and verify all products were installed as agreed upon. We will also provide documentation as well as warranty information, once we have completed the walk through.
After sitting down with the client, all of her confusion made sense. The invoice that our system produced had the wrong amount of product. Hopefully after the walk through and Mrs. [redacted] is satisfied, we can receive final payment,::