Bluestem Fence

I was called a couple of months ago regarding some maintenance issues for the ***Nothing seemed to be anything major, just a few punch list things, and I informed them I would send someone to repair themSince then my father in Texas has passed and I have spent the better part of the summer
resolving estate issues in Texas and Mexico.Please apologize to them and inform them I will contact my supervisor, Bobby G***, in Richmond to get someone out there soonI spoke to Bobby regarding this matter and gave him their contact information, however, should have followed upI was unaware there were any pressing issues that warranted a complaintThe *** were terrific people to deal with and I did not mean to leave them hanging. I hope to return in a couple of weeks, but either myself or someone from Sundecks will call to arrange to meet them and take care of their issues

1/27/15I have addressed all of these issues in my previous letter, I certainly understand the customers frustration but don't understand why he thinks it is my responsibility to fix his vehicle A copy of the "AS IS" statement was provided with my last letter This means we are doing exactly what we said we would do during our negotiations and signing of the paperwork to purchase the vehicle Al verbal and written communication are "AS IS" meaning we are not responsible for any repairs after the purchaseThere are no exceptions to the "AS IS" warranty, this is the purpose of the Buyers Guide Warranty as provided an mandated by the Federal GovernmentAfter signing this paperwork, why does Mr*** think I have a responsibility to repair.Now having said that, I did talk to Mr*** and told him 100% of the repairs are out of the questionAsk him if he thought 50% would make him happy if we could do thatHe was adament about getting 100% of repairs covered, so the discussion endedNow why would I give the customer $1250., knowing he is still not a satisfied customer, and has continued to lie about our conversationI'm sure Mr*** would be happy now with 50% after thinking thats all he can get.Mr*** should realize that when you make hurtful comments about my business, threaten legal action, contact the Revdex.com or make any attempt to discredit my business it stops any desire I may have to helpWe do exactly what we say we will do thru and after the signing of the paperworkSo if we do what has been stated to the customer how can there be any wrong doing on our part? Due to actions of his own (Mr.***), no help is forth coming.Please consider this, if Mr*** had gotten let say a 50% warranty and he cam e to me with a claim and I refused to pay and ignore the warranty disclaimer I would be wrongWell that is exactly what Mr*** is doing.Also, and you should and he should check with legal counsil to see that their are issues (legal) when we alter what we aggree to on the Warranty disclaimer, for instance, if I sell a car AS IS and waiver from that by paying part of someones repair bill, I may have implied a new warranty is now in place, and we certainly are not looking to do thatAlso, if I buy a vehicle and a month later it breaks I have to fix it with no help from anyone, because its my responsibility, and I take that responsibilityIt's unfortunate that the truck needs repairs but its not Mr***'s fault, nor is it mine.We did however set Mr*** up with our transmission shop to get the work done at our wholesale cost.Mr*** received a ballpark figure for rebuilding the transmission, over the phone, we don't even know if thats what it needsIn talking to the transmission people thye think it may be just a temp sensor, which would be minorDon't you think Mr*** should have it looked at and diagnosed before creating such a ruckess?I am rejecting Mr***'s response because it simply is not trueAnd Mr*** bought the vehicle "AS IS".Feel free to call*** *** Pres.###-###-####P.SAlso keep in mind the customer has had this vehicle since June 21st 2014, months

The company never offered to cover 50% of cost AT ALL!!!!!!!! As stated before half the cost would be amazing!!!! The shop handling the work quoted $I would like to take them up on their offer they never made!!!!!!!!!!!!!!!!!!!

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]
Brian (the technician sent by Mr. D[redacted]) did arrive at about 4:30 P.M. and completed the repairs to the porch that were required.  He was very courteous and explained why he believed the failures occurred as they had.  He stated that if he needed to return to work on the porch due to something else going wrong, we should call Mr. D[redacted] so that he (Brien) could return and take care of the problem.  At this time everything on our list that could be repaired has been taken care of.  The door to the porch is now functional but it would take a replacement door from the manufacturer so that the lockset would be able to be properly installed.  I realize that Mr. D[redacted] would not agree to do so and so we are not requesting a replacement; I would guess that any factory warranty expired at the one year mark which would have been in July.Thank you and the Revdex.com for your assistance with this matter.  I am sure that your intervention was critical to obtaining the needed repairs.  Please close out the case with the notation that Mr. D[redacted] fully satisfied our concerns.Sincerely,[redacted]

Revdex.com Serving Central Indiana 151 N. Delaware Street #2020 Indianapolis, IN 46204-2599     RE: Case ID [redacted]       To Whom It May Concern;   Thank you for making us aware of the issue that has been brought to your attention with one of our...

residents.  Attached to this letter you will find all the supporting documents that state we have informed the residents prior to their taking possession of the apartment that they can and will be charged for repairs if we find that there are obvious signs of neglect.  There is also supporting documents that state that a clogged toilet is considered a maintenance emergency and we will respond to those immediately.   Document number 1 and 2 are the signed and initialed Lease Agreement for the residents.  Document 1 clearly states in section 19. Repairs And Malfunctions, “The Lessor agrees to make and necessary repairs to mechanical systems, except that Lessee agrees to pay reasonable charges for repair of damages, disfigurement, or defacement to the Premises, its appurtenances, fixtures, equipment and furniture.” Document 2 shows the charges that can potentially be charged to a resident which shows on the first table, first row, last line that Labor is $30/hour.   Document number 3 (which is front and back) we review with and give to residents upon move in.  It clearly states under Will I get charged? “Only if it is obvious that it is your negligence. If you are charged we will notify you.”  Then in the Maintenance Emergencies section it states, “Plugged Toilet: Overflowing or plugged toilet.” These two documents inform them that a clogged toilet is considered an emergency and that they will be charged if we find that it was due to their negligence.   Document number 4 is a copy of the emergency work order that was filled out and left in the tenant’s apartment upon completion of the maintenance call out.  In the Work Completed section you can see that our maintenance man stated that the “resident has a plunger” that they did not use to unclog the toilet themselves instead of calling us.  It also shows that the resident will be charged $60 for Labor.   Document 5 is a copy of a previous emergency work order that shows they were charged the same labor rate for this incident.  It also shows that this incident was prior to the clogged toilet which would indicate they were aware of the 2 hour minimum fee of $60 for an emergency work order.     Based on the provided documentation it proves that the residents were aware of the possibility of a charge and that a clogged toilet is considered an emergency.  They also have had previous emergency work order where they have been charged for the labor of our maintenance men and charged the identical rate.  A minimum of 2 hours is charged for every emergency work order where residents have been found to be negligent because that is what we have to pay our maintenance men to come in after hours. I hope this answers all questions regarding this situation, but if there are more questions please do not hesitate to contact me at 765-743-1881.     Thank you,   Brittney A. M[redacted] Property Manager Crestview Apartments 765-743-1881

Revdex.com spoke with Jim regarding this case. He expressed his apology for this job taking much longer than it should have taken. He stated this can be resolved by the end of next week at the latest. He did request a list of the repairs that need to be made so he can make sure his tech has the right supplies so it can be done all at one time. He also requested a few pictures of the work so that he can insure they know where and what needs to be done since they will not be the same techs that did the original work.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Sundecks of Richmond's response contains no offer or proposal to resolve the issue. The response only reflects what we've been told for the past 8 months while Sundeck of Richmond attempted to fix the [redacted] mini-split heat pump. We do not want the [redacted] system fixed because, as noted in the response, there is no support for the system. If the system is repaired and a problem develops in the future, we would not be able to get support or parts. Sundecks of Richmond chose to install the [redacted] unit- we had no choice in the matter. Our frustration over this continues to increase.We have started getting estimates to replace the system, and have discovered that the cost is much higher than expected. Our original request of $3000 should be increased to $5000, and even this amount will not cover the full cost of replacement.We would appreciate that this ordeal be resolved as soon as possible.
Sincerely,
[redacted]

The business contact Revdex.com by phone and after the appointment sent with the customer this has been addressed.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Hopefully the pictures help somewhat.  The tubular railing has pulled away from the original mounting position; I think that is pretty well captured by the pictures.  The framework has pulled away in places from the wood underneath, possibly due to the porch shifting.  Screws have been pulled out and some were broken.  As a result of the framework shifting, many of the panels either don't move anymore or are very tight.  The panels are not terribly strong and I suspect that some of them have bent as the framework moved; hopefully they will bounce back to their original shapes so that they will slide freely once the framework is adjusted.The door handle was installed upside down and the door itself won't close; I suspect that the framework for it has also moved but also the flooring may have moved or swelled such that the bottom of the door runs into the boards.  There are other gaps that have opened up as well which are not easily seen in the pictures.  The closer for the door was also not installed securely, which is shown by one of the pictures.This list is not exhaustive but hopefully covers the major items so that your technician will know what to bring with him and can fix/adjust anything else that he may run across.

To: Revdex.comWe have been in Business 32 years and have always tried to help our customers when help is needed, as was the case with Mr. [redacted]. Mr. [redacted] was insistent on us paying for the entire cost, as if it were our fault somehow. How could anyone predict that almost 1000 miles after purchase the...

transmission would break?  We were offering to help Mr. [redacted] by paying 50% of repairs. That was not good enough.  Mr. [redacted] then became accusatory, as if we knew the transmission was going to break, ridiculous.  Once a customer threatens Legal Action and suggest we did something wrong we will no longer negotiate with that customer. Mr. [redacted]'s attitude has cost him any assistance we might have provided.  Please see attached AS is statement.Thank you,

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
We have yet to hear from Mr. D[redacted] regarding times to come repair the items that need attention.  Have you spoken with him recently or been in contact with him since he first explained why he had not gotten back to us and stated that he would?Thank you.

[redacted],  I'm responding to the above case for Sundecks of Richmond.  I am completely sympathetic with Mr. [redacted] regarding his frustration in trying to have his [redacted] mini-split unit repaired. In 30+ years of being a contractor I have never had such an experience with a supplier....

[redacted] has the worst customer support of any company I have ever worked with and has done virtual nothing to help us repair the faulty unit that was under a full warranty.   I have had 3 different HVAC mechanics go to Mr. [redacted] house to attempt to repair his mini-split. They have all contacted [redacted] only to be told the wrong solution, been given the run around, not had calls returned, been sent parts to install that were not broken and deny any warranty claims. To date I have spent almost $1500 in service calls and have bought about $500 in parts ( even though this unit was under the manufacturer's warranty) .To say this experience has been frustrating, both for Mr. [redacted] and myself, would be an understatement.  We pride ourselves in solving customers problems as soon as we can and normally this would have been resolved in a matter of a week or two, with a little help from [redacted]. Due to my recent traveling I have told every mechanic that has visited the [redacted] to do whatever it takes to solve the problem and I have even bought parts that should have been free due to the warranty just to get it fixed.  As of now, the last HVAC mechanic to visit the [redacted] house has suggested looking for a compatible exterior unit or contacting [redacted], which sells the [redacted] units. I will be back n Richmond onAugust 20th and will make every effort to see if these solutions are viable.  Thank you for your attention to this matter and I will update you on future developments regarding this issue.[redacted]