Browns Plumbing

Response to complaint Filed by [redacted] M [redacted] ID # [redacted] Against a [redacted] of Brown's plumbing As FOX-KHI LLC today we were presented a letter and formal complaint by your organization from one of our vendors Brown's plumbingFOX-KHI LLC is in the business of building, marketing and selling new homes to customers in Vine Grove, KYBrown's Plumbing in facts works under a subcontractor agreement with FOX-KHl LLC to provide workmanship and materials for the plumbing needs in our homes FOX-KHI LLC in fact entered into a contract with Ms [redacted] to build her one of our new homes known as the [redacted] plan to be located at lot [redacted] Vine Grove, KYThe purchase of the home by Ms [redacted] closed on June 26" of this year Each of FOX-KHJ LLC new homes has a defined standard of services and type of materials used in every area of the home to include the plumbingThese same standards and materials are on display in our model home as well as other homes we have completed for tour by potential customersAt the time Ms [redacted] enter into a contract with FOX-KHI LLC the plan she in fact selected was the same as our model home open for touring In Ms [redacted] 's complaint the kitchen faucet she objected to was one that was installed in each of our new homesMs [redacted] objected to the style of Kitchen faucet used in her home because of the appearance not the functionThe faucet used in her home was the same style and brand installed in the model home she toured before entering into a contract to purchase a [redacted] plan from FOX-KHI LLC When Ms [redacted] toured her new home before closing on the home the faucet was in fact in her homeMs [redacted] did at a later date ask about changing the faucet and we explained to her that we in fact did not use the style and brand of the faucet that Ms [redacted] wanted to have installed after the factIt was explained to Ms [redacted] that as a company we had to warranty the materials and workmanship for each home we saleWith no history of reliability on the product she requested we were not interested purchasing the item of installing the item in any of our homes to include her homeMs [redacted] was told that if she really wanted to have the faucet changed she would in fact have to purchase the item after the closing and hire a plumber on her own to have it installed Per Ms [redacted] statement listed in your organization complaint she did in fact purchase another faucetShe then attempted to go directly to an employee of Brown's Plumbing and have the faucet she purchased installed by themAs per policy and procedure for all of our vendors and/or suppliers Ms [redacted] was told that the employee of Brown's plumbing could not install any product of make any change to any FOX-KHI LLC home unless instructed by FOXKHl LLC management Per Ms [redacted] statement listed in your organization complaint as her reason that she was trying to get the faucet installed directly by an employee of Brown's plumbing was a delay to order a faucetThis was not the case and in fact the faucets used by FOX-KHI LLC are in fact always in stock at Plumber Supply a wholesale supplier of plumbing materials and fixtures in Elizabethtown KYThere was no delay in delivery or back-order on the products that would have required Ms [redacted] to purchase the faucet she requested the plumber install other than the above stated facts At no time did Ms [redacted] have any professional relationship directly with Brown's plumbingMs [redacted] in fact purchased a home from FOX-KHI LLC and Brown's Plumbing and its employees where under contract to provide services and materials to FOX-KHI LLC not Ms [redacted] as the home owner directlyBrown's Plumbing would have been in violation of the vendor agreement they have signed with FOX-KHI LLC if they would have provided any services for Ms [redacted] without our written approval [redacted]

Revdex.com: I have reviewed the 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 Regards, [redacted] 7/30/ I have read the response by Fox-KHI LLC and the majority of these rebuttals that were submitted were not the case I have text messages in my phone from June 12, that shows I indeed told the community manager that this was not the correct faucetYes, I did object to the appearance because it did not match the stainless steel appliancesThe community manager did state that she would get it changedAnd I said okThere was not anytime that she told there would be a delay in getting a stainless steel/brushed nickel faucet and I did not say that in my initial complaint I said I BELIEVED there would be a delay There had been delays on other items in the home such as flooring that had to be changed three times because of undue circumstances that were then blamed on meBut in reality the vendors themselves were not keeping Mr [redacted] t informed of these issuesI took it upon myself to buy a faucet to try to keep within a timelineAnd I told this to the community managerI was never told anything whatsoever about the faucet I purchased not being able to installedAnd never was I told that I would have to hire a plumber to put in another faucetAnd to this regard let it be known that I purchased every light fixture in my house except for the ceiling fan in my master bedroom, fourth bedroom, the on my outside patio and the outside light fixturesAll the sinks and faucets in my bathrooms were purchased directly by myself and installed by Fox also so I was not thinking that this was going to be an issueThere were certain items that I could not choose outside of what they offered and I was fine with that; such as the bathtub and shower fixturesIf I had been told that it would have had to go with the regular stainless steel/brushed nickel faucet that they offered, I would not have caredI just wanted that bronze faucet outThe only thing in my house that is like the model home I toured is the structure and even some of that was changedAll the colors and choices are totally different; I did not purchase a cookie-cutter type home from Fox because I have my own ideas and style and Mr [redacted] t let me go with those such as cutting a window off my bedroom patio for which I am totally pleased and happyThe only reason I ended up speaking with the plumber is because I was out there looking at the house during the day and he was inside the master bath fixing a leakAt that time ONLY did I let him know that was the wrong faucetI never went to the guy later or anythingAll my issues about the faucet were directed to the community manager and another lead contractorAs stated in my earlier complaint, I called Brown's office to discuss but this was AFTER I closed on the house not before and I never got an answerMy sentiments on this whole experience is that there is a lack of communication between the vendors and FoxAnd at the end of the day, either Brown/Fox should change out the faucet with their own showroom one or install the one I purchased

In review of this account, the only notice we show being received with the exception of this one, was from the Trans Union Credit Bureau which we did reply toIn further review of the account we have decided for sake of nuisance to close her file now and we have sent a request to have it deleted from her credit bureau report today, this can take them 30-days to complete

My response to this complaint is as followsWe did contact her father who is a co debtor on this debt and we did not contact any other family memberThis is obviously legalWe did not just threaten to take his home, but he was advised if he refused to pay which he did, if our legal department decided to file suit we could lien property and other assets as allowed by law [redacted] *hen sent us the attached email, claiming she spoke with Rainbow who finances through our clientI have spoken to our client and they confirmed that her statements in the email are not true, that Rainbow cannot just take the equipment back and called her debt evenMy client owns the account and is owed the funds outstandingI then sent her an email explaining this to her and the other ramifications if she wont work with us to resolveI even advised her she could call our client directly, or call me to assist her she has refused to do soAgain I have attached the email chain and the docs showing her and her father are both on the debt in questionTo close, we have been nothing but professional with [redacted] and are willing to work with them to resolveThank you Jeff H***

In review of the request, we had our VP of Sales speak with our clientThis account is now closed with our agency, with a zero balanceWe have sent a request to have our reporting deleted from his Trans Union credit report

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10582437, and find that this resolution is satisfactory to me as long as they follow through with the actions stated in their response.
Regards,
*** ***

I have reviewed the account and the debt is validI have all the documents signedClient is out till Monday for me to get the payment history, so with that said I will remove the account from the credit bureau and close the file and return to the client, due to balance is not worth disputingThe
next time we report to the credit bureaus is on 10/5/We will send ** *** a letter to this effect as well. Thank you, Jeff H***

I have spoken to both Keon and Allan in regards to this account, both deny speaking to *** with any disrespect, but admitted all parties were frustratedI have decided to close the file and remove *** from the credit bureauI do want to state though that both parties were notified by mail of
the account when placed with our firm, as required by lawHer brothers, nor hers was returned, even though ***'s was sent to her old address. Thank you, Jeff H***

[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 made by the business in reference to complaint ID 11907525, and find that this resolution is satisfactory to me.   I find it interesting that neither the owner nor the employees deemed calling someone a 'liar' as disrespectful.  However, I do appreciate the prompt and responsible manner in which the Revdex.com and the business have responded.   
Regards,
[redacted]

Response to complaint Filed by [redacted] M. [redacted] ID # [redacted] Against a [redacted] of Brown's plumbing.
As FOX-KHI LLC today we were presented a letter and formal complaint by your organization from one of our vendors Brown's plumbing. FOX-KHI LLC is in the business of building, marketing...

and selling new homes to customers in Vine Grove, KY. Brown's Plumbing in facts works under a subcontractor agreement with FOX-KHl LLC to provide workmanship and materials for the plumbing needs in our homes.
FOX-KHI LLC in fact entered into a contract with Ms. [redacted] to build her one of our new homes known as the [redacted] plan to be located at lot [redacted] Vine Grove, KY. The purchase of the home by Ms. [redacted] closed on June 26" of this year.
Each of FOX-KHJ LLC new homes has a defined standard of services and type of materials used in every area of the home to include the plumbing. These same standards and materials are on display in our model home as well as other homes we have completed for tour by potential customers. At the time Ms. [redacted] enter into a contract with FOX-KHI LLC the plan she in fact selected was the same as our model home open for touring.
In Ms. [redacted]'s complaint the kitchen faucet she objected to was one that was installed in each of our new homes. Ms. [redacted] objected to the style of Kitchen faucet used in her home because of the appearance not the function. The faucet used in her home was the same style and brand installed in the model home she toured before entering into a contract to purchase a [redacted] plan from FOX-KHI LLC.
When Ms. [redacted] toured her new home before closing on the home the faucet was in fact in her home. Ms. [redacted] did at a later date ask about changing the faucet and we explained to her that we in fact did not use the style and brand of the faucet that Ms. [redacted] wanted to have installed after the fact. It was explained to Ms. [redacted] that as a company we had to warranty the materials and workmanship for each home we sale. With no history of reliability on the product she requested we were not interested purchasing the item of installing the item in any of our homes to include her home. Ms. [redacted] was told that if she really wanted to have the faucet changed she would in fact have to purchase the item after the closing and hire a plumber on her own to have it installed.
Per Ms. [redacted] statement listed in your organization complaint she did in fact purchase another faucet. She then attempted to go directly to an employee of Brown's Plumbing and have the faucet she purchased installed by them. As per normal policy and procedure for all of our vendors and/or suppliers Ms. [redacted] was told that the employee of Brown's plumbing could not install any product of make any change to any FOX-KHI LLC home unless instructed by FOXKHl LLC management.
Per Ms. [redacted] statement listed in your organization complaint as her reason that she was trying to get the faucet installed directly by an employee of Brown's plumbing was a delay to order a faucet. This was not the case and in fact the faucets used by FOX-KHI LLC are in fact always in stock at Plumber Supply a wholesale supplier of plumbing materials and fixtures in Elizabethtown KY. There was no delay in delivery or back-order on the products that would have required Ms. [redacted] to purchase the faucet she requested the plumber install other than the above stated facts.
At no time did Ms. [redacted] have any professional relationship directly with Brown's plumbing. Ms. [redacted] in fact purchased a home from FOX-KHI LLC and Brown's Plumbing and its employees where under contract to provide services and materials to FOX-KHI LLC not Ms. [redacted] as the home owner directly. Brown's Plumbing would have been in violation of the vendor agreement they have signed with FOX-KHI LLC if they would have provided any services for Ms. [redacted] without our written approval.
[redacted]

In review of this account, the only notice we show being received with the exception of this one, was from the Trans Union Credit Bureau which we did reply to. In further review of the account we have decided for sake of nuisance to close her file now and we have sent a request to have it deleted...

from her credit bureau report today, this can take them 30-45 days to complete.

My response to this complaint is as follows. We did contact her father who is a co debtor on this debt and we did not contact any other family member. This is obviously legal. We did not just threaten to take his home, but he was advised if he refused to pay which he did, if our legal department...

decided to file suit we could lien property and other assets as allowed by law. [redacted]hen sent us the attached email, claiming she spoke with Rainbow who finances through our client. I have spoken to our client and they confirmed that her statements in the email are not true, that Rainbow cannot just take the equipment back and called her debt even. My client owns the account and is owed the funds outstanding. I then sent her an email explaining this to her and the other ramifications if she wont work with us to resolve. I even advised her she could call our client directly, or call me to assist her she has refused to do so. Again I have attached the email chain and the docs showing her and her father are both on the debt in question. To close, we have been nothing but professional with [redacted] and are willing to work with them to resolve. Thank you Jeff H[redacted]

Revdex.com:
I have reviewed the 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.
Regards,
[redacted]
 
7/30/2015
I have read the response by Fox-KHI LLC and the majority of these rebuttals that were submitted were not the case.
I have text messages in my phone from June 12, 2015 that shows I indeed told the community manager that this was not the correct faucet. Yes, I did object to the appearance because it did not match the stainless steel appliances. The community manager did state that she would get it changed. And I said ok. There was not anytime that she told there would be a delay in getting a stainless steel/brushed nickel faucet and I did not say that in my initial complaint.  I said I BELIEVED there would be a delay.  There had been delays on other items in the home such as flooring that had to be changed three times because of undue circumstances that were then blamed on me. But in reality the vendors themselves were not keeping Mr. [redacted]t informed of these issues. I took it upon myself to buy a faucet to try to keep within a timeline. And I told this to the community manager. I was never told anything whatsoever about the faucet I purchased not being able to installed. And never was I told that I would have to hire a plumber to put in another faucet. And to this regard let it be known that I purchased every light fixture in my house except for the ceiling fan in my master bedroom, fourth bedroom, the on my outside patio and the outside light fixtures. All the sinks and faucets in my bathrooms were purchased directly by myself and installed by Fox also so I was not thinking that this was going to be an issue. There were certain items that I could not choose outside of what they offered and I was fine with that; such as the bathtub and shower fixtures. If I had been told that it would have had to go with the regular stainless steel/brushed nickel faucet that they offered, I would not have cared. I just wanted that bronze faucet out. The only thing in my house that is like the model home I toured is the structure and even some of that was changed. All the colors and choices are totally different; I did not purchase a cookie-cutter type home from Fox because I have my own ideas and style and Mr. [redacted]t let me go with those such as cutting a window off my bedroom patio for which I am totally pleased and happy. The only reason I ended up speaking with the plumber is because I was out there looking at the house during the day and he was inside the master bath fixing a leak. At that time ONLY did I let him know that was the wrong faucet. I never went to the guy later or anything. All my issues about the faucet were directed to the community manager and another lead contractor. As stated in my earlier complaint, I called Brown's office to discuss but this was AFTER I closed on the house not before and I never got an answer. My sentiments on this whole experience is that there is a lack of communication between the vendors and Fox. And at the end of the day, either Brown/Fox should change out the faucet with their own showroom one or install the one I purchased.