Brookins Lawn & Ornamental Spraying Service I

I have contacted our marketing manager(s) directly and have taken all possible steps to insure that this customer will not be contacted again We have removed their number from all calling lists and have flagged their number in our system as a customer who does not want to be contacted again Please accept my apologies for this situation, I am not sure how this happened[redacted] General Manager

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] HOWEVER .....At this time, I wish to have the complaint remain OPEN until the remediation work is completed Per the company's response, we will accept their offer to pay for [redacted] to replace the glass breakage sensor that Owens Corning's contractors covered over [redacted] has been to our home on Tuesday July 5, The part had to be ordered and is scheduled to be installed on Monday July 11, At that time I will have to pay for the services and submit my payment receipt to Owens Corning for reimbursement Once I receive reimbursement from Owens Corning for the [redacted] bill, I will consider this matter closedI will contact the Revdex.com when reimbursement is received Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response should satisfy our requirements if the work is done properly this timeWe respectfully ask that Lux Renovations send a project manager other than [redacted] to the house when the work on the projectHe oversaw all of the bad work so far and we honestly do not trust his judgement.Please note that we are not available 24-November and November - December due to previous obligations Regards, [redacted]

As a company we strive to satisfy every customer and one of our values is that we don't shy away from difficult jobs or difficult customers Although we would say that Mr [redacted] was a very demanding customer, we deal with tough customers all the time and do our best to make things go smoothly and make them happy We have a service department here to take care of service issues and were surprised that if Mr [redacted] had a service issue he never called us or let us know he had a problem Upon hearing about his service issue we have already sent our project manager out to the home to take care of things I have been told by our project manager ( [redacted] ) that his issues are now resolved with the exception of the glass breakage sensor [redacted] had our electrician replace the breaker in question, he is delivering a new door handle to the home later today which I understand Mr [redacted] said he was willing to install himself It is my understanding that Mr [redacted] will call his own alarm company to come out and install a new glass breakage sensor and we will reimburse him upon being presented with the receipt from the alarm company The contract has been fulfilled and meets our standards of installation quality We believe we have delivered a fine looking finished basement as ordered and although it didn't go as smoothly as we all wish it had, there is no refund or rebate due I'm not sure that there is anything else that the Revdex.com can do for either party as of this point

I am very sorry that you are having these troubles and if any member of our staff has stood you up for meetings or is performing in an unsatisfactory way that is by no means acceptable I will talk with our Installation Manager and the Project Manager today about this job to be sure that it gets back on track and that the final product delivered is satisfactory to you I'm not sure what you want the Revdex.com to do here but in any case we will work hard to meet your expectations

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
The only changes that were made were made by owens corning with consulting me first, they changed the layout of the room*** the general contractor told me one of the doors they put in wasn't up to code but he was going to try to hide it from the inspectorI was informed from *** *** the production manager that he would be by on 5/to go over concerns about some of the quality of work and doors and other things put in the wrong place he never showeed up the week before *** came on monday and asked me to take a week off work to make sure what the workers did was right I tok the week off work and he or the workers never showed up the entire week nor did they answer cals or emailsThe company has installed damaged products tiome and time again, there are dors on the wrong walls and a lot of poor quality work and things that are in my contract that I dont haveAfter the company has tried multiple times to put the kitchen in and bathroom I feel that they aren't qualified to do this kind of workI have been called a liar on multiple occasions, lied to time and time again, and told to be at my house at a certain time for a meeting and then stod up times the workers just finished up for the third time and the work is stil not acceptable ive included a few pictures of damaged products.Regards,
*** ***

To Whom it May Concern,I apologize for the delay in response. We receive such an inordinate amount of spam email (mostly phishing scams) pretending to be from the Revdex.com that we have had to block it on our server. I have notified the Revdex.com of this and have requested that any complaint or
actionable item must be sent to our office via regular first class mail. As for the project at the Curran residence, the contract has been fulfilled and a good will settlement check was sent to the customer as well for their trouble. As far as I know this matter is closed.I would appreciate again if the Revdex.com can adhere to our requests to send all correspondences to me via regular mail or by telephone.Best Regards,*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted].  HOWEVER .....At this time, I wish to have the complaint remain OPEN until the remediation work is completed.     Per the company's response, we will  accept their offer to pay for [redacted] to replace the glass breakage sensor that Owens Corning's contractors  covered over . [redacted] has  been to our home on Tuesday July 5, 2016. The part had to be ordered and is scheduled  to be installed on Monday  July 11, 2016. At that time I will have to pay for the services and submit my payment receipt  to Owens Corning for reimbursement.  Once I receive reimbursement from Owens Corning for the [redacted] bill,  I will consider this matter closed. I will contact  the Revdex.com when reimbursement is received.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
We need more information before we consider letting Lux Renovations back into our home to work. We have had two different crews so far, and neither got the job done correctly.We need to know:1. The exact plan for correcting the issues. What is in scope and not in scope.2. How much time with this take?3. Will the crew be able to speak English to us and answer questions.We need to ensure that:1. The entire job will pass inspection.2. Stair risers will all meet building code requirements.3. Stair treads, railings, and landing will have smooth finish (upper railing did not get sanded before poly urethane was applied. Landing still has a spot that needs another coat of sealant.4. Caulking at intersection of stairs, risers, walls is smooth and continuous.
Regards,
[redacted]

I have contacted our marketing manager(s) directly and have taken all possible steps to insure that this customer will not be contacted again.  We have removed their number from all calling lists and have flagged their number in our system as a customer who does not want to be...

contacted again.  Please accept my apologies for this situation, I am not sure how this happened.[redacted]General Manager

As a company we strive to satisfy every customer and one of our values is that we don't shy away from difficult jobs or difficult customers.  Although we would say that Mr. [redacted] was a very demanding customer, we deal with tough customers all the time and do our best to make things go smoothly...

and make them happy.  We have a service department here to take care of service issues and were surprised that if Mr. [redacted] had a service issue he never called us or let us know he had a problem.  Upon hearing about his service issue we have already sent our project manager out to the home to take care of things.  I have been told by our project manager ([redacted]) that his issues are now resolved with the exception of the glass breakage sensor.  [redacted] had our electrician replace the breaker in question, he is delivering a new door handle to the home later today which I understand Mr. [redacted] said he was willing to install himself.  It is my understanding that Mr. [redacted] will call his own alarm company to come out and install a new glass breakage sensor and we will reimburse him upon being presented with the receipt from the alarm company.  The contract has been fulfilled and meets our standards of installation quality.  We believe we have delivered a fine looking finished basement as ordered and although it didn't go as smoothly as we all wish it had, there is no refund or rebate due.  I'm not sure that there is anything else that the Revdex.com can do for either party as of this point.

Hello Revdex.com Team,Our company has been working with this customer for several weeks now to complete this project.  Due to some mind changing on the customer's part and some unforeseen complications this project has grown in size but we have not yet issued any chargeable work orders to the...

customer.  As to Ms. [redacted]'s allegations that we are somehow hiding from building inspectors the same are denied.  Our company pulls building permits for every basement project it undertakes, we are on a first name basis with almost every building inspector in the region, and would not compromise those quality relationships that we have built over the years for this job or any other job.Ms. [redacted] was informed that we were returning on friday 5/20 to complete the job, which is exactly what we did, we are working there currently and are committed to working at the jobsite until it is completed.  This is why I am a little surprised to see this complaint.  If the customer's concern was to have us back there to finish the job, we were there before I even got this.  Hopefully all is moving along smoothly and we expect to have the job completed shortly.We look forward to completing this basement and are confident that the end result will be beautiful and fully satisfactory.[redacted], GM

I am very sorry that you are having these troubles and if any member of our staff has stood you up for meetings or is performing in an unsatisfactory way that is by no means acceptable.  I will talk with our Installation Manager and the Project Manager today about this job to be sure that it gets back on track and that the final product delivered is satisfactory to you.  I'm not sure what you want the Revdex.com to do here but in any case we will work hard to meet your expectations.

We are very much aware of the problem.  It is true that the crew that did the installation was not sufficiently experienced with staircase work.  Our project manager agrees that the stairs we not done properly and did not meet our standards for installation, which are normally higher than...

building inspectors.  We do, however, have 17 full time crews, many of which are highly experienced with staircase finish work.  We have a couple of these crews finishing jobs this week, as soon as the first of these crews comes available we will have them come to the [redacted]'s house and take care of the staircase work.  The job will be completed properly, look good, pass inpsection, and it will be done by friday.We are sorry for the inconvenience but this will be take care of quickly and professionally.Regards,[redacted], GM

Dear Mr [redacted],Last week we had one of our top crews available to remedy this issue, my understanding is that both the project manager who handled this job as well as our installation manager called you but were unable to reach you, otherwise this job would be done by now.  In any case here is how we will address this issue:1.  Yes, all risers will be equal in height, they will meet all building codes and will pass inspection.2.  We will remove all the existing risers and treads on the lower section of the stairs.3.  We will add the necessary material to the stringers so that the treads will all be at the proper height and evenly spaced.4.  The treads will go back on but the risers will have to be replaced, that will be included.5.  We will sand and re-finish the handrail.6.  We will prep the landing and apply polyurethane.7.  We will install the nosing on the top step.8.  All caulking will be smooth and continuous.Please call our installation manager, [redacted], to arrange a time to have this work performed.  His cell number is ###-###-####.Thank you for your prompt attention to this matter, we are also anxious to get this wrapped up as I know you are.Regards,[redacted], GM

Revdex.com:
I would like someone from Owens Corning to come to our home sometime late next week . Possibly 6/2 to go over the issues and document a list of repairs to sign off on . The basement was built for a business that is set to open in the next three weeks . The remodel was scheduled  to finish 5/30 . It is imperative that all repairs are complete by 6/20. We do not want [redacted] the project manager ,[redacted] or [redacted] in our home . We have reached out to [redacted]  numerous times with little to no response . We are brushed off and lied to . We would like an Owens Corning representative to come to our home to document and move forward . All we are asking for is the job to be complete with or damaged items and layout issues .
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Regards,
[redacted]

Mr [redacted],I am very sorry that you have had this experience with our call center.  I cannot explain why this could have happened unless maybe whomever you spoke to didn't know how to delete a prospect from our database and didn't bother to inform someone that did.  It is no excuse and I...

apologize for the inconvenience.  Since receiving your complaint we have deleted you from our database so I am confident you will not get any more calls from us in the future.  Have a safe and happy holiday season and a wonderful 2016.Warmest Regards,[redacted], GM

I have reviewed Mr. [redacted]'s complaint and the following response is submitted:Thankfully,this is a highly unusual situation.  We have a customer here who ordered windows for his home and then decided after the windows were built and in our warehouse that he didn't want them anymore....

 There is rarely a good outcome when this kind of problem arises but we made our best efforts.  The simple fact is that our windows are truly custom made and built to order.  Once they are made, if they didn't go into his house, the odds of us finding another home with these exact sizes where we could use these windows is so low that it does not justify the cost of storing the windows.  In other words we would just have donated them to habitat for humanity or similar. We certainly did not mean to "harass or hound" the customer but once he told us that he didn't want the windows there was some urgency as to how this situation was going to get resolved.  The fact that the sill angles were not included with the windows when we delivered them was unfortunate but once the customer contacted our project manager, they were promptly ordered and shipped to his residence.  My understanding is that they have already been delivered to him.As to Mr. [redacted]'s assertions that our company is not reputable or we have done anything wrong the same are vigorously denied.  Our record of customer satisfaction speaks for itself.  The salient facts are that a contract was entered into by both parties, one of those parties decided mid-stream that they no longer wanted to adhere to the agreement and that party was not us.  We have stayed the course and were ready to perform all of our obligations under the agreement as always.  I am truly sorry this happened, we would always prefer to finish the job but in this case we were denied that opportunity.Being that the sill angles have already been delivered to the customer, and that was his desired outcome, I don't believe there is anything else we can do for Mr. [redacted].