Initial Business Response / [redacted] (1000, 9, 2015/08/17) */ Regarding the repairs at Mrs [redacted] ***'s home, we originally sent our service technician cut after had inspected her door to look atUpon inspection by the service technician he found the doors grille could simply be re-glued and caulked to make the needed repairs, This wasn't suitable for Mrs [redacted] to have repaired this wayI agreed to get her door replaced for herBy this time It WRS late November to early December and the ***'s were unwilling to go with having the door replaced at that time duet° weatherThey put off doing the door replacement for unite some time because they had a child during this duration of timeWhen they called back in to get to get the door replaced we were immediately responsive to their needs'The issues that she is having now are simple fixes, Our service technician would have taken care of these issues while there, but Mrs [redacted] said her husband would take of them to himWe our willing to send our smice technician back out to take care of these couple small issues that she is havingWe feel no monetary adjustment are needed dc to the fact of the time lapse between completing this repair tor the ***'s was because they didn't want done when our service technician originally went out to do and we waited for them to call us to reschedule when they were ready, and we replaced there old door with installation for them which could of easily been repaired Sincerely, Scott [redacted] Daily Operations Manager Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I disagree with the majority of what Mr [redacted] has statedWe approached them immediately after the damage was done, and he came to our home to assess the damage personallyAt this time he stated we could glue it or fully replace itAfter purchasing our first new home, the idea of having the first thing you see when entering it being glued together was not what I considered "appropriate repair." He then stated they would replace the door, and returned to my home with a photo of the door they had chosenWe declined that door as it had floor to ceiling glass panels and with a dog, that wouldn't function in our livesHe stated we could choose the door we wanted and they would install We chose the door and delivered the information in early OctIn Nov I delivered our child prematurely, and in late Dec (the week of Christmas to be exact- I am positive of the timing as my daughter was almost a month old at the time) was the first time their repairman was ever in my homeHe stated it would take a few hours of the door being fully off to replace it, and yes I opted to wait until it was warmer to have this repair doneWho would want a huge hole in their wall in the dead of winter? No one especially with a newborn! That was completely unacceptable I contacted them at the start of spring and almost weekly thereafterI was told many stories as to why our repairs were delayedIncluding- Scott didn't work there, Scott was on vacation, the repairman was out of town for days, the owner had knee surgery and was the only person capable of contacting said repairmanIt wasn't until I threatened them with a lawyer and filed this complaint that they were "prompt" in their attempt to fix the door It was then that they restated that the door would not be replaced as previously agreed upon but gluedBy this time, almost a year later and 6-7m after the repairman a first visit, we had already thrown the panel awayIn thinking our door would be fully replaced I didn't feel the necessity in keeping the panel any longer The door is now installed as I added into my previous statement but during the install more damage was createdYes as [redacted] states, they are simple repairs but repairs I shouldn't need to fund personally- as I did not create the damage in the first placeI specifically remember pointing it out to him, and he replied, "does your husband know how to place quarter round?" to which I replied "no." He was already fully packed up and ready to leave and didn't act like finishing the repairs was an optionHe left moments after this conversation and a brief explanation on how to install quarter roundI've had another professional door company assess the damages, and they stated that quarter round couldn't be placed against concreteIt must be nailed into place, and in the area there is nowhere to nail it intoI will need to purchase a transitional flooring piece, have it sawed to proper length and installedIt will then need to be painted white or black to match surrounding areas as to not appear misplacedThe dry wall damage will require a patch, covered with joint compound, sanded and repaintedThis area was painted prior to our move in by the old owner therefore we do not have the paint colorIve attempted already to color match, which cannot be done, so we will have to repaint the entire entryway or have one small area a "close but not perfect" match"Simple repairs" require a lot of work, money, and time The delay in repairs is in no way our faultI can pull phone records of all the times I've contacted this company in attempt to have the repairs madeThe only delay I caused was declining having a hole created during winterHad it been repaired in Aug or a shortly after the damage was created we would not be in this predicamentThey refused to return calls, decided Christmas was a good time to send someone then continued to delay until a year after the damage was made and only after I had to result to lawsuit threats- not my husband or I! Final Business Response / [redacted] (4000, 26, 2015/10/16) */ After our previous response this case had been closed by the Revdex.com due to no response from the consumerI needed to know what Mrs [redacted] preferred so we could either send her a check or send our service technician out to do the needed repairsIf she prefers for us to issue a check to her so she can hire her own repair man we will once she agrees in writing to that effectAt need to which she'd prefer Sincerely, Scott [redacted] Daily Operations Manager Final Consumer Response / [redacted] (4200, 30, 2015/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) As you can see the company lacks any ability to take responsibility in the matterThis was not closed due to my inability to respond, but because we reached an agreementThe company has since sent me a letter, to sign stating I would take no further action or "recourse" after the refund- and only then would I receive the agreed upon refundI received that only a few days ago, and as of right now I'm investigating my course of actionThey have not done anything in a "timely manner" as they expect me to do- which is evident by the fact it took a year to even come close to my property being fixedOnce I am confident in my decision I will mail back said document
Our records indicate:( RO# [redacted] ) 9/28/@ 181,miles the transmission was replaced with a used transmission with a month 12,mile warranty on the transmission( RO# [redacted] ) 10/14/@ 182,miles returned due a shifter malfunctionThe shifter was not part of the repair , therefore not covered by the warranty.(RO# [redacted] ) 6/24/@ 190,miles the front universal joint on the driveshaft broke, which broke the back of the transmission , the driveshaft/universal joint was not part of the original repair, therefore is not covered by the warrantyDamage to a covered item ( transmission) by a non-covered ( driveshaft) is non-coverable.As far as the claim he returned complaining of a clicking noise, [redacted] indicated that the person he had been speaking to was JC , we have no record of that concern , additionally JC has not worked here for over months [redacted] has not returned or brought any concerns to my attention over the last months.As a resolution , we did offer to provide the replacement transmission at 1/the original cost , and provide labor at no charge [redacted] indicated he was not going to put even $into the repair , even if we did the transmission for FREE and only charged him for the driveshaft ( non-covered part )
[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Initial Business Response / [redacted] (1000, 5, 2017/11/27) */ We would like to extend our apologies to Ms. [redacted] for the delay in her installation. It is unfortunate that the installers scheduled for there job ran into issues on the job scheduled prior to going to them. We always do our best to keep our... schedule as is, but it is a must to complete the job scheduled prior before moving on the next. However we do have in bold print on the front of our sales agreement that We Reserve The Right To Reschedule Any Installation in which was signed by the ***'s. We did make it a point to schedule there installation and complete it the very next day which was a Saturday. We will offer an adjustment of $100.00 for her inconvenience.
Initial Business Response /* (1000, 8, 2015/10/29) */
We contacted and inspected Mr*** *** vinyl flooring installed at his home on 10/17/When inspected it was apparent that the new vinyl floor installed was torn while moving the refrigerator back into placeI offered to replace the vinyl
for Mr*** and did so on 10/23/Upon completion Mr*** signed our service agreement that the work performed was to his satisfaction and that he was happy with the installation
Sincerely,
Scott ***
Daily Operations Manager
Initial Consumer Rebuttal /* (2000, 10, 2015/10/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 9, 2017/01/06) */
Please see attached
*** *** *** ***
Fort Wayne, Indiana XXXXX
X-XXX-XXX-XXXX Fax X-XXX-XXX-XXXX
December 30,
Revdex.com of Northern Indiana
*** *** ***
Fort Wayne, Indiana XXXXX
RE: Case # XXXXXXXX
***
***
*** * *** *
*** IN XXXXX
Attention: *** ***
Dear ***,
We contacted Ms*** *** about scheduling the service of her LVT flooring installed at her home prior to receiving this notification from the Revdex.comHer service is set for Thursday January 5, This was her earliest schedule day convenient for herAt this time we will rectify any issues that she may haveAfter this service is completed we will await her response
Sincerely,
*** ***
Daily Operations Manager
Initial Consumer Rebuttal /* (3000, 11, 2017/01/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
City Carpet did come and check my floor, but the manager *** is going to be coming to check the floor out Sat Jan 14,to see what needs to be done with the floors
Final Business *** /* (4000, 29, 2017/03/13) */
Good Afternoon ***,
We are refunded 100% of the money paid by the ***'s for this orderWe are scheduled to go remove the flooring on 03/16/and give a check to her
I hope you are having a great day!
*** ***
City Carpet Outlet
*** *** *** ***
*** *** *** XXXXX
Ph: XXX-XXX-XXXX Ext***
Fax: XXX-XXX-XXXX
Final Consumer Response /* (2000, 34, 2017/03/22) */
I have to say City Carpet has the worst Customer Service I have ever dealt withAfter calling the manager several times a week and turning a claim into the Revdex.comThis has been on going since Oct 2016, City Carpet did come on March 16, and removed the flooring and gave me a full refund
Initial Business Response /* (1000, 8, 2017/12/27) */
The *** were called and were re-scheduled for 12/12/17, The installers arrived at the jobsite and did everything she requested for them to doAfter they completed the service the signed that the job was completed to her
satisfaction,
Initial Consumer Rebuttal /* (3000, 10, 2017/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, the carpet was finally completedThe problem was that I had a schedule appointment on 12/5, was then promised the repair on 12/6, again on 12/7, arrived at 6:pm on 12/and did not have time to do repairI requested the repair on 12/and they refused but finally repaired on 12/Unacceptable customer service
Initial Business Response /* (1000, 5, 2015/07/24) */
Regarding the repairs for Mr. & Mrs. [redacted], after the second no show of our installers, Mr. 1[redacted] called in and I spoke to him. I apologized for the installers not showing up and explained that they had an extremely busy week, but there...
was no reason for them not getting their service done and rescheduled him for 1st AM on 7/17/15. Later the day of 7/17/15 I received a cull that the installers again did not show up, I Immediately called the crew and he personally called the consumer and told them he was sorry he did not get there and ask if he could come 1st thing Saturday morning to get these issues resolved, He showed up Saturday morning and completed the repairs after which Mr. [redacted] signed his service request that the repairs had been completed to his satisfaction,
Sincerely,
Diana [redacted]
Claims Manager
Initial Business Response /* (1000, 5, 2015/08/28) */
Regarding the repairs for Mrs.[redacted] we scheduled and completed the service in an expedient manner. She was installed on Friday 08/14/2015 and service was completed on Monday 08/17/2015 in the PM as requested by Mrs. [redacted],...
The flooring was professionally installed by our crews, and they were happy with installation when final inspection was done. No refund will be offered,
Sincerely,
Scott [redacted]
Daily Operations Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The work was not completed on Monday. It was completed on Tuesday. I had waited all day and was then told they would need to reschedule. When I explained I had waited all day and could not take another day off I was informed "we'll just see if they show up then" by the business. It was not until I called the installer personally that anything was resolved. The staff at City Carpet Outlet were rude and unwilling to assist with resolving the situation. For that reason I am requesting a refund of the installation fee for compensations for extra time off work due to the poor install.
Final Business Response /* (4000, 23, 2015/11/13) */
Good Afternoon [redacted],
We processed a refund in the amount of $250.00 to Ms. [redacted] on October 30, 2015. This was done after we received the signed agreement to accept the adjustment without any further recourse back from Ms. [redacted]. The amount credited will appear on their two year financing statement within one to two billing cycles.
Sincerely,
Scott [redacted]
Daily Operations Manager
Scott [redacted]
Final Consumer Response /* (2000, 25, 2015/11/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We received the refund and are satisfied.
Our records indicate:( RO# [redacted]) 9/28/15 @ 181,932 miles the transmission was replaced with a used transmission with a 12 month 12,000 mile warranty on the transmission. ( RO# [redacted]) 10/14/15 @ 182,163 miles returned due a shifter malfunction. The shifter was not part of the repair ,...
therefore not covered by the warranty.(RO#[redacted]) 6/24/16 @ 190,370 miles the front universal joint on the driveshaft broke, which broke the back of the transmission , the driveshaft/universal joint was not part of the original repair, therefore is not covered by the warranty. Damage to a covered item ( transmission) by a non-covered ( driveshaft) is non-coverable.As far as the claim he returned complaining of a clicking noise, [redacted] indicated that the person he had been speaking to was JC , we have no record of that concern , additionally JC has not worked here for over 5 months. [redacted] has not returned or brought any concerns to my attention over the last 5 months.As a resolution , we did offer to provide the replacement transmission at 1/2 the original cost , and provide labor at no charge. [redacted] indicated he was not going to put even $1 into the repair , even if we did the transmission for FREE and only charged him for the driveshaft ( non-covered part ).
Initial Business Response /* (1000, 5, 2017/11/27) */
We would like to extend our apologies to Ms. [redacted] for the delay in her installation. It is unfortunate that the installers scheduled for there job ran into issues on the job scheduled prior to going to them. We always do our best to keep our...
schedule as is, but it is a must to complete the job scheduled prior before moving on the next. However we do have in bold print on the front of our sales agreement that We Reserve The Right To Reschedule Any Installation in which was signed by the [redacted]'s. We did make it a point to schedule there installation and complete it the very next day which was a Saturday. We will offer an adjustment of $100.00 for her inconvenience.
[redacted] ,You state clicking noise not evident when the vehicle had a malfunctioning transmission , once the transmission issue was resolved then the clicking noise became evident. At which point opting to not repair the transmission and only pay the $750 inspection fee would not have been an option since the transmission work had been completed. Making the assumption that the clicking noise was in the ujoint/driveshaft that was not an item we were contracted to have repaired or replacedSince the transmission was in for 75% of the warranty , even though its failure was not due a transmission failure I will offer the following :12.5% refund = $189.87 12.5% in-store credit = $189.87 to used at this location , on any car before 12/31/16. The offer is not an admission of guilt or wrong doing , conditions of entire transaction are confidentialCarl
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Initial Business Response / [redacted] (1000, 9, 2015/08/17) */ Regarding the repairs at Mrs [redacted] ***'s home, we originally sent our service technician cut after had inspected her door to look atUpon inspection by the service technician he found the doors grille could simply be re-glued and caulked to make the needed repairs, This wasn't suitable for Mrs [redacted] to have repaired this wayI agreed to get her door replaced for herBy this time It WRS late November to early December and the ***'s were unwilling to go with having the door replaced at that time duet° weatherThey put off doing the door replacement for unite some time because they had a child during this duration of timeWhen they called back in to get to get the door replaced we were immediately responsive to their needs'The issues that she is having now are simple fixes, Our service technician would have taken care of these issues while there, but Mrs [redacted] said her husband would take of them to himWe our willing to send our smice technician back out to take care of these couple small issues that she is havingWe feel no monetary adjustment are needed dc to the fact of the time lapse between completing this repair tor the ***'s was because they didn't want done when our service technician originally went out to do and we waited for them to call us to reschedule when they were ready, and we replaced there old door with installation for them which could of easily been repaired Sincerely, Scott [redacted] Daily Operations Manager Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I disagree with the majority of what Mr [redacted] has statedWe approached them immediately after the damage was done, and he came to our home to assess the damage personallyAt this time he stated we could glue it or fully replace itAfter purchasing our first new home, the idea of having the first thing you see when entering it being glued together was not what I considered "appropriate repair." He then stated they would replace the door, and returned to my home with a photo of the door they had chosenWe declined that door as it had floor to ceiling glass panels and with a dog, that wouldn't function in our livesHe stated we could choose the door we wanted and they would install We chose the door and delivered the information in early OctIn Nov I delivered our child prematurely, and in late Dec (the week of Christmas to be exact- I am positive of the timing as my daughter was almost a month old at the time) was the first time their repairman was ever in my homeHe stated it would take a few hours of the door being fully off to replace it, and yes I opted to wait until it was warmer to have this repair doneWho would want a huge hole in their wall in the dead of winter? No one especially with a newborn! That was completely unacceptable I contacted them at the start of spring and almost weekly thereafterI was told many stories as to why our repairs were delayedIncluding- Scott didn't work there, Scott was on vacation, the repairman was out of town for days, the owner had knee surgery and was the only person capable of contacting said repairmanIt wasn't until I threatened them with a lawyer and filed this complaint that they were "prompt" in their attempt to fix the door It was then that they restated that the door would not be replaced as previously agreed upon but gluedBy this time, almost a year later and 6-7m after the repairman a first visit, we had already thrown the panel awayIn thinking our door would be fully replaced I didn't feel the necessity in keeping the panel any longer The door is now installed as I added into my previous statement but during the install more damage was createdYes as [redacted] states, they are simple repairs but repairs I shouldn't need to fund personally- as I did not create the damage in the first placeI specifically remember pointing it out to him, and he replied, "does your husband know how to place quarter round?" to which I replied "no." He was already fully packed up and ready to leave and didn't act like finishing the repairs was an optionHe left moments after this conversation and a brief explanation on how to install quarter roundI've had another professional door company assess the damages, and they stated that quarter round couldn't be placed against concreteIt must be nailed into place, and in the area there is nowhere to nail it intoI will need to purchase a transitional flooring piece, have it sawed to proper length and installedIt will then need to be painted white or black to match surrounding areas as to not appear misplacedThe dry wall damage will require a patch, covered with joint compound, sanded and repaintedThis area was painted prior to our move in by the old owner therefore we do not have the paint colorIve attempted already to color match, which cannot be done, so we will have to repaint the entire entryway or have one small area a "close but not perfect" match"Simple repairs" require a lot of work, money, and time The delay in repairs is in no way our faultI can pull phone records of all the times I've contacted this company in attempt to have the repairs madeThe only delay I caused was declining having a hole created during winterHad it been repaired in Aug or a shortly after the damage was created we would not be in this predicamentThey refused to return calls, decided Christmas was a good time to send someone then continued to delay until a year after the damage was made and only after I had to result to lawsuit threats- not my husband or I! Final Business Response / [redacted] (4000, 26, 2015/10/16) */ After our previous response this case had been closed by the Revdex.com due to no response from the consumerI needed to know what Mrs [redacted] preferred so we could either send her a check or send our service technician out to do the needed repairsIf she prefers for us to issue a check to her so she can hire her own repair man we will once she agrees in writing to that effectAt need to which she'd prefer Sincerely, Scott [redacted] Daily Operations Manager Final Consumer Response / [redacted] (4200, 30, 2015/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) As you can see the company lacks any ability to take responsibility in the matterThis was not closed due to my inability to respond, but because we reached an agreementThe company has since sent me a letter, to sign stating I would take no further action or "recourse" after the refund- and only then would I receive the agreed upon refundI received that only a few days ago, and as of right now I'm investigating my course of actionThey have not done anything in a "timely manner" as they expect me to do- which is evident by the fact it took a year to even come close to my property being fixedOnce I am confident in my decision I will mail back said document
Our records indicate:( RO# [redacted] ) 9/28/@ 181,miles the transmission was replaced with a used transmission with a month 12,mile warranty on the transmission( RO# [redacted] ) 10/14/@ 182,miles returned due a shifter malfunctionThe shifter was not part of the repair , therefore not covered by the warranty.(RO# [redacted] ) 6/24/@ 190,miles the front universal joint on the driveshaft broke, which broke the back of the transmission , the driveshaft/universal joint was not part of the original repair, therefore is not covered by the warrantyDamage to a covered item ( transmission) by a non-covered ( driveshaft) is non-coverable.As far as the claim he returned complaining of a clicking noise, [redacted] indicated that the person he had been speaking to was JC , we have no record of that concern , additionally JC has not worked here for over months [redacted] has not returned or brought any concerns to my attention over the last months.As a resolution , we did offer to provide the replacement transmission at 1/the original cost , and provide labor at no charge [redacted] indicated he was not going to put even $into the repair , even if we did the transmission for FREE and only charged him for the driveshaft ( non-covered part )
[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Initial Business Response / [redacted] (1000, 5, 2017/11/27) */ We would like to extend our apologies to Ms. [redacted] for the delay in her installation. It is unfortunate that the installers scheduled for there job ran into issues on the job scheduled prior to going to them. We always do our best to keep our... schedule as is, but it is a must to complete the job scheduled prior before moving on the next. However we do have in bold print on the front of our sales agreement that We Reserve The Right To Reschedule Any Installation in which was signed by the ***'s. We did make it a point to schedule there installation and complete it the very next day which was a Saturday. We will offer an adjustment of $100.00 for her inconvenience.
Initial Business Response /* (1000, 8, 2015/10/29) */
We contacted and inspected Mr*** *** vinyl flooring installed at his home on 10/17/When inspected it was apparent that the new vinyl floor installed was torn while moving the refrigerator back into placeI offered to replace the vinyl
for Mr*** and did so on 10/23/Upon completion Mr*** signed our service agreement that the work performed was to his satisfaction and that he was happy with the installation
Sincerely,
Scott ***
Daily Operations Manager
Initial Consumer Rebuttal /* (2000, 10, 2015/10/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 9, 2017/01/06) */
Please see attached
*** *** *** ***
Fort Wayne, Indiana XXXXX
X-XXX-XXX-XXXX Fax X-XXX-XXX-XXXX
December 30,
Revdex.com of Northern Indiana
*** *** ***
Fort Wayne, Indiana XXXXX
RE: Case # XXXXXXXX
***
***
*** * *** *
*** IN XXXXX
Attention: *** ***
Dear ***,
We contacted Ms*** *** about scheduling the service of her LVT flooring installed at her home prior to receiving this notification from the Revdex.comHer service is set for Thursday January 5, This was her earliest schedule day convenient for herAt this time we will rectify any issues that she may haveAfter this service is completed we will await her response
Sincerely,
*** ***
Daily Operations Manager
Initial Consumer Rebuttal /* (3000, 11, 2017/01/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
City Carpet did come and check my floor, but the manager *** is going to be coming to check the floor out Sat Jan 14,to see what needs to be done with the floors
Final Business *** /* (4000, 29, 2017/03/13) */
Good Afternoon ***,
We are refunded 100% of the money paid by the ***'s for this orderWe are scheduled to go remove the flooring on 03/16/and give a check to her
I hope you are having a great day!
*** ***
City Carpet Outlet
*** *** *** ***
*** *** *** XXXXX
Ph: XXX-XXX-XXXX Ext***
Fax: XXX-XXX-XXXX
Final Consumer Response /* (2000, 34, 2017/03/22) */
I have to say City Carpet has the worst Customer Service I have ever dealt withAfter calling the manager several times a week and turning a claim into the Revdex.comThis has been on going since Oct 2016, City Carpet did come on March 16, and removed the flooring and gave me a full refund
Initial Business Response /* (1000, 8, 2017/12/27) */
The *** were called and were re-scheduled for 12/12/17, The installers arrived at the jobsite and did everything she requested for them to doAfter they completed the service the signed that the job was completed to her
satisfaction,
Initial Consumer Rebuttal /* (3000, 10, 2017/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, the carpet was finally completedThe problem was that I had a schedule appointment on 12/5, was then promised the repair on 12/6, again on 12/7, arrived at 6:pm on 12/and did not have time to do repairI requested the repair on 12/and they refused but finally repaired on 12/Unacceptable customer service
Initial Business Response /* (1000, 5, 2015/07/24) */
Regarding the repairs for Mr. & Mrs. [redacted], after the second no show of our installers, Mr. 1[redacted] called in and I spoke to him. I apologized for the installers not showing up and explained that they had an extremely busy week, but there...
was no reason for them not getting their service done and rescheduled him for 1st AM on 7/17/15. Later the day of 7/17/15 I received a cull that the installers again did not show up, I Immediately called the crew and he personally called the consumer and told them he was sorry he did not get there and ask if he could come 1st thing Saturday morning to get these issues resolved, He showed up Saturday morning and completed the repairs after which Mr. [redacted] signed his service request that the repairs had been completed to his satisfaction,
Sincerely,
Diana [redacted]
Claims Manager
Initial Business Response /* (1000, 5, 2015/08/28) */
Regarding the repairs for Mrs.[redacted] we scheduled and completed the service in an expedient manner. She was installed on Friday 08/14/2015 and service was completed on Monday 08/17/2015 in the PM as requested by Mrs. [redacted],...
The flooring was professionally installed by our crews, and they were happy with installation when final inspection was done. No refund will be offered,
Sincerely,
Scott [redacted]
Daily Operations Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The work was not completed on Monday. It was completed on Tuesday. I had waited all day and was then told they would need to reschedule. When I explained I had waited all day and could not take another day off I was informed "we'll just see if they show up then" by the business. It was not until I called the installer personally that anything was resolved. The staff at City Carpet Outlet were rude and unwilling to assist with resolving the situation. For that reason I am requesting a refund of the installation fee for compensations for extra time off work due to the poor install.
Final Business Response /* (4000, 23, 2015/11/13) */
Good Afternoon [redacted],
We processed a refund in the amount of $250.00 to Ms. [redacted] on October 30, 2015. This was done after we received the signed agreement to accept the adjustment without any further recourse back from Ms. [redacted]. The amount credited will appear on their two year financing statement within one to two billing cycles.
Sincerely,
Scott [redacted]
Daily Operations Manager
Scott [redacted]
Final Consumer Response /* (2000, 25, 2015/11/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We received the refund and are satisfied.
Our records indicate:( RO# [redacted]) 9/28/15 @ 181,932 miles the transmission was replaced with a used transmission with a 12 month 12,000 mile warranty on the transmission. ( RO# [redacted]) 10/14/15 @ 182,163 miles returned due a shifter malfunction. The shifter was not part of the repair ,...
therefore not covered by the warranty.(RO#[redacted]) 6/24/16 @ 190,370 miles the front universal joint on the driveshaft broke, which broke the back of the transmission , the driveshaft/universal joint was not part of the original repair, therefore is not covered by the warranty. Damage to a covered item ( transmission) by a non-covered ( driveshaft) is non-coverable.As far as the claim he returned complaining of a clicking noise, [redacted] indicated that the person he had been speaking to was JC , we have no record of that concern , additionally JC has not worked here for over 5 months. [redacted] has not returned or brought any concerns to my attention over the last 5 months.As a resolution , we did offer to provide the replacement transmission at 1/2 the original cost , and provide labor at no charge. [redacted] indicated he was not going to put even $1 into the repair , even if we did the transmission for FREE and only charged him for the driveshaft ( non-covered part ).
Initial Business Response /* (1000, 5, 2017/11/27) */
We would like to extend our apologies to Ms. [redacted] for the delay in her installation. It is unfortunate that the installers scheduled for there job ran into issues on the job scheduled prior to going to them. We always do our best to keep our...
schedule as is, but it is a must to complete the job scheduled prior before moving on the next. However we do have in bold print on the front of our sales agreement that We Reserve The Right To Reschedule Any Installation in which was signed by the [redacted]'s. We did make it a point to schedule there installation and complete it the very next day which was a Saturday. We will offer an adjustment of $100.00 for her inconvenience.
[redacted] ,You state clicking noise not evident when the vehicle had a malfunctioning transmission , once the transmission issue was resolved then the clicking noise became evident. At which point opting to not repair the transmission and only pay the $750 inspection fee would not have been an option since the transmission work had been completed. Making the assumption that the clicking noise was in the ujoint/driveshaft that was not an item we were contracted to have repaired or replacedSince the transmission was in for 75% of the warranty , even though its failure was not due a transmission failure I will offer the following :12.5% refund = $189.87 12.5% in-store credit = $189.87 to used at this location , on any car before 12/31/16. The offer is not an admission of guilt or wrong doing , conditions of entire transaction are confidentialCarl
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]