Cardinal Homes

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that, after meeting with a different, more empathetic, humble and ethical employee of Cardinal Homes (***), I believe we will together work towards a resolution that is satisfactory to me.
Regards,
*** ***

We have read our customer's
last correspondence regarding their patio door orderIt is the goal of
Cardinal Homes to ultimately satisfy every customer we have while preserving
the seriousness of a signed contract between two partiesThere certainly is
reason for *** *** to have concern and frustration based on our Production Department's
lack of communication prior to the door being installed; however, for that
inconvenience we have offered to have the door installed prior to our other
paying customers as well as reduce the price of the door by $in order to
restore faith in this customer that we are putting effort toward rectifying the
situationThose offers were rejectedWe offered another compromise to deliver
the patio door for the dollar amount depositedCardinal Homes would lose money
had *** *** accepted this route; however, that, too, was rejected by the
customerThat is three proposals that go above and beyond what is required within the
boundaries of the contractAs *** *** has stated in their previous
correspondence, they wish to simply not fulfill their end of the contract,
cancel outside of their three day right to cancel and demand a refund regardless of our multiple attempts at resolution
The fact of the matter is the contract we entered into with *** *** has
obligations and we are kindly asking our customer to recognize those obligations
*** *** signed not only a contract with Cardinal Homes but a Work Order
Addendum illustrating the color, size, and options, as well as another Work Order
specifying line by line what they expect during the installationThis customer
wrote a check for a deposit and received a partial lien waiver for those monies
depositedCardinal Homes takes contracts seriously and has thus far followed
that contract.
We are reaching out one more time to *** *** with a compromiseIf *** *** still wishes to cancel their contract outside of the three day rescission, we will deliver the
high quality patio door they originally ordered and zero the balance currently
owed to Cardinal Homes and hopefully both parties can move forward in a
positive manner
Thank you for the opportunity to exhibit the other half of the situation

This email is response to complaint #***
I have reviewed the complaint and would like to bring more clarity to some of the statements made by our customer regarding this situation
*** *** stated the purchase price of the product was $3475; that is incorrectThe total purchase
price of the project is $with a deposit of $and a balance of $due upon completion of the projectThose are the figures on the contract they signed and received two copies ofThe contract that *** *** entered into does have start and completion dates, as required by lawThe project is contracted to be completed on or before 12-13-14, not mid July as *** *** statedI have spoken to the representative who completed the customers order, ***, to ensure that he did not make that promise; he did not
Our company did reach out to *** *** to schedule a date to obtain a final material list and that appointment was in fact was missed by our measure techFor that we can understand frustration on the customer's behalf and we did apologize on two separate occasions via email, which we have in the customers fileThe customer did reach out in an attempt to cancel their contract well outside their legal three day right to rescind; however, our company did not feel that was the appropriate resolutionOur representatives draft contracts and our company stays within the boundaries of those contracts
Upon receiving an email from the customer in where the customer demanded a full refund or they would file complaints with the Revdex.com amongst other sources, we reached out to ensure we could move the project before other projects we have scheduled and have the door installed well before their contracted date of completionThat offer was rejected by the customerAt one point, in an email, the customer contemplated forfeiting their money to our companyThat is not a proposal we acceptThey paid for a service and we have every intent of fulfilling their contract, as plannedAgain, all correspondence is in writing via email.
Our company again reached out to *** *** just days ago via email offering to deliver their patio door for the money they deposited and they can forgo the balance by having another contractor install the door; however, we have yet to receive a response to that proposalThat offer was made by Cardinal Homes based on an email submitted by *** *** not trusting our company to complete the work properly based on their frustration with our missed appointmentOur hope is that one of these two options offered would rectify the situationIn addition to presenting these options by email to our customer, we offered to reduce the total contract price by $for their time due to our missed appointment
Again, we recognize the customer's frustration with our measure tech not keeping his appointment; however, we feel we have attempted to resolve that in many waysCardinal Homes has a valid, legal contract with this homeowner and we are within the boundaries of that contract, however, we understand the poll of public opinion can trump facts and contractsBecause of this, we hope to bring a positive resolution to the customer
We are waiting to resolve the complaint promptly
*** ***

There was a contract between this homeowner and Cardinal Homes. Cardinal Homes got backed up this spring due to the amount of rain we had in March, April, and May.  Communication was made regarding the effects of the weather and the delay it caused with scheduled jobs.  When our production...

department looked over their file, they saw that it was not sold as a 'tear-off'. A call was made to the homeowner to reiterate that their warranty would be affected; in addition,  a cover shingle being done over their current dimensional shingle would not be aesthetically pleasing to the eye.  A price was given to do a complete tear-off, if they chose to go in that direction.  We never refused to do the work in the contract.  We were willing to do the original scope of work with their full understanding of what was explained.  They chose to cancel the contract and have since received a full refund of their deposit. Apologies were made to the homeowner for any miscommunication.

Review: We paid a large sum of money on June 3rd as a down payment to have a patio door installed. They said it would be installed by early to mid-July. Since July 21st, we have contacted them on six occasions & still no patio door & no communication as to why or when. We have also requested a refund four times and have received no reply and no refund.

Business

Response:

This email is response to complaint #[redacted].

I have reviewed the complaint and would like to bring more clarity to some of the statements made by our customer regarding this situation.

[redacted] stated the purchase price of the product was $3475; that is incorrect. The total purchase price of the project is $7425 with a deposit of $3475 and a balance of $3950 due upon completion of the project. Those are the figures on the contract they signed and received two copies of. The contract that [redacted] entered into does have start and completion dates, as required by law. The project is contracted to be completed on or before 12-13-14, not mid July as [redacted] stated. I have spoken to the representative who completed the customers order, [redacted], to ensure that he did not make that promise; he did not.

Our company did reach out to [redacted] to schedule a date to obtain a final material list and that appointment was in fact was missed by our measure tech. For that we can understand frustration on the customer's behalf and we did apologize on two separate occasions via email, which we have in the customers file. The customer did reach out in an attempt to cancel their contract well outside their legal three day right to rescind; however, our company did not feel that was the appropriate resolution. Our representatives draft contracts and our company stays within the boundaries of those contracts.

Upon receiving an email from the customer in where the customer demanded a full refund or they would file complaints with the Revdex.com amongst other sources, we reached out to ensure we could move the project before other projects we have scheduled and have the door installed well before their contracted date of completion. That offer was rejected by the customer. At one point, in an email, the customer contemplated forfeiting their money to our company. That is not a proposal we accept. They paid for a service and we have every intent of fulfilling their contract, as planned. Again, all correspondence is in writing via email.

Our company again reached out to [redacted] just 2 days ago via email offering to deliver their patio door for the money they deposited and they can forgo the balance by having another contractor install the door; however, we have yet to receive a response to that proposal. That offer was made by Cardinal Homes based on an email submitted by [redacted] not trusting our company to complete the work properly based on their frustration with our missed appointment. Our hope is that one of these two options offered would rectify the situation. In addition to presenting these options by email to our customer, we offered to reduce the total contract price by $450 for their time due to our missed appointment.

Again, we recognize the customer's frustration with our measure tech not keeping his appointment; however, we feel we have attempted to resolve that in many ways. Cardinal Homes has a valid, legal contract with this homeowner and we are within the boundaries of that contract, however, we understand the poll of public opinion can trump facts and contracts. Because of this, we hope to bring a positive resolution to the customer.

We are waiting to resolve the complaint promptly.

Business

Response:

We have read our customer's

last correspondence regarding their patio door order. It is the goal of

Cardinal Homes to ultimately satisfy every customer we have while preserving

the seriousness of a signed contract between two parties. There certainly is

reason for [redacted] to have concern and frustration based on our Production Department's

lack of communication prior to the door being installed; however, for that

inconvenience we have offered to have the door installed prior to our other

paying customers as well as reduce the price of the door by $450 in order to

restore faith in this customer that we are putting effort toward rectifying the

situation. Those offers were rejected. We offered another compromise to deliver

the patio door for the dollar amount deposited. Cardinal Homes would lose money

had [redacted] accepted this route; however, that, too, was rejected by the

customer. That is three proposals that go above and beyond what is required within the

boundaries of the contract. As [redacted] has stated in their previous

correspondence, they wish to simply not fulfill their end of the contract,

cancel outside of their three day right to cancel and demand a refund regardless of our multiple attempts at resolution.

The fact of the matter is the contract we entered into with [redacted] has

obligations and we are kindly asking our customer to recognize those obligations.

[redacted] signed not only a contract with Cardinal Homes but a Work Order

Addendum illustrating the color, size, and options, as well as another Work Order

specifying line by line what they expect during the installation. This customer

wrote a check for a deposit and received a partial lien waiver for those monies

deposited. Cardinal Homes takes contracts seriously and has thus far followed

that contract.

We are reaching out one more time to [redacted] with a compromise. If [redacted] still wishes to cancel their contract outside of the three day rescission, we will deliver the

high quality patio door they originally ordered and zero the balance currently

owed to Cardinal Homes and hopefully both parties can move forward in a

positive manner.

Thank you for the opportunity to exhibit the other half of the situation.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that, after meeting with a different, more empathetic, humble and ethical employee of Cardinal Homes ([redacted]), I believe we will together work towards a resolution that is satisfactory to me.

Review: Cardinal Homes failed to rectify the damages to our door trim and also send us the $200.00 they promised me over the phone AND also in the customer review section for this business.Desired Settlement: I would like for Cardinal Homes, LLC to do NOTHING MORE than send me a letter with a check for $200 as they had promised. I NO LONGER want them at my residence to do repairs as I will contract a different handyman/agency for the damages incurred by Cardinal Homes, LLC.

Business

Response:

I have taken the time to respond to the homeowners last complaint. In that response I made it very clear that we have left SEVERAL messages for the homeowner to contact us in order to rectify the situation. The resolution to this situation is extremely simple; once the homeowner returns any of our several messages, our Production Department will replace the cracked interior trim, a minor fix. We will apologize for any inconvenience and personally hand him a $200 check for his troubles, which above and beyond a reasonable resolution. It is of our opinion that this homeowner is dragging this situation out longer than need be. We will not simply mail out $200 when we are not given the opportunity to resolve the issue. When a homeowner signs an agreement with Cardinal Homes, not only do they receive a product but they receive a service agreement, a warranty. In order for the warranty to be valid, OUR Production Department has to be given the first opportunity to rectify the situation. Once the homeowner finally contacts us to schedule this simple repair, the issue will be resolved. We look forward to closing this deal out, however that is up to the homeowner and his response time to Cardinal Homes.

Attached are our notes regarding this homeowner. Each entry is time stamped and dated through our CRM. Once these entries are made, they cannot be altered or manipulated. This correspondence will hopefully prove that we have been readily available to work with this homeowner in order to satisfy him.

Consumer

Response: