Initial Business Response / [redacted] (1000, 6, 2016/01/13) */ See attached document (Revdex.com - converted from original documentSee file.) The damaged furniture is being addressed at follows as a result of Steve B [redacted] 's meeting with Mr [redacted] 1) Couch: Insurance company is replacing because of damage from the Fire 2) Sectional: Was cleaned a second time, which is not unusual in a fire, preexisting stains wicked up the first time it was cleanedWe were happy to re cleanThe client has accepted it 3) Dressers: The press board dresser was reimbursed to the client on 1/9/The second dresser is being fixed by the Furniture refinishing company it was not damaged by Carrara, however, Carrara will handle itWe have pictures before and after we brought the furniture back 4) Filing Cabinet: Will be fixed by the Furniture refinishing company, Carrara did not damage we have pictures before and after we brought the furniture back 5) Baby Crib: Steve B [redacted] from Carrara and Mr [redacted] reviewed the project at the home following this Revdex.com complaintThe item was not discussed because it is evidently not an issue at this timeIf it is an issue we are happy to address it 6) Antique Refinishing Buffet: The refinishing company will address: This is an item Carrara did damageThe item will require minor refinishing at the base of the buffet table 7) Glassware: Steve B [redacted] from Carrara and Mr [redacted] reviewed the project at the home following this Revdex.com complaintThe item was not discussed because it is evidently not an issue at this timeIf it is an issue we are happy to address it 8) Artwork: There were hand prints out of the that were crackedThey have little or no market value, however, they have sentimental value, we offered Mr [redacted] $for the items, he is unhappy with that we are unwilling to do more 9) Completely Missing Direct TV Receiver: Steve addressed with Mr [redacted] it was never removed by Carrara and was found in the home The walls unfortunately when I look at the pictures and Steve reviewed in person Carrara did not damageThe pictures indicate no scratching of the paintThe pictures do indicate indentations in the wall under the paint which could not be damaged by moving furniture and contents into a homeThere was one scuff mark that we did observe with Mr [redacted] that can be rubbed off with a product we use when cleaning homes To complete this matter Carrara is working with Mr [redacted] to schedule the refinishing company out to take care of the minor repairsI believe this addresses all items in the Revdex.com complaint Respectfully, Justin S [redacted] Carrara Companies Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/01/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Working with Carrara has been a huge inconvenience and we have been extremely disappointed with the lack of care of our items and the lack of integrity and honesty from the companyI will respond to each of their comments below: 1) The couch is no settled as our wonderful insurance company (Grange) handled this for us after Carrara mishandled this and felt good about returning it back to us and not mentioning they messed it all upCarrara did not handle this the only thing they did was ruin our couchGrange handled it quickly and respectfully 2) The sectional was cleaned after we complained enough about it and reported it to the Revdex.com - The Carrara employee sent us an email which I still have on January 6th saying it was not their responsibilityThey stated "it was probably there before they took it"I then asked for a picture from their files showing the stain which they could not produce and they eventually cleaned it after much debate and them trying to pass the responsibility on to meIt should also be noted that again we were inconvenienced and without all of our couch pillows for days and could not use our main sitting area for our family 3) Carrara has said they would handle this for us and gave us names of people to callThe Carrara employee who gave us the two numbers told me to call one in particular as the other was not as good as the firstWe have tried to reach this company several times but have not been able to schedule these repairsI am very unhappy with the vendor they suggested and to date it has not been able to be scheduledI would like to find my own vendor to handle this if theirs cannot get out this week to fix our furnitureAs for the dresser they reimbursed us for - they did not reimburse me for the time it took to put togetherThey should have done that for us as well since they broke it not us 4) Again - we have not been able to reach their vendor 5) I did forget this one - there was so much to discuss that I lost track of this oneThey ripped the protective crib guard - I would like this replaced 6) Again - we have not been able to reach their vendor to even schedule the repair 7) Not an issue at this time 8) We will accept the $for these items 9) The items were actually removed from our home by someone and since the only access was Carrara outside of my wife and I we determined that the items were moved from our home to the garage by a Carrara vendor or employee - luckily we did find them There were issues with the walls - upstairs that I have a picture of the Carrara Employees dropping the broken dresser and it smashing in the wall to where it is mentioned that they didnt do itThe other is downstairs from where we witnessed them to it moving the couch - the soft edge of the couch did it with the weight of the couch behind itCarrara did in fact damage both areas - as mentioned I have a realtime picture showing their employees breaking the dresser against the wall where the picture was takenI had my camera ready as I knew we were going to have problems based on how horrific our experience was prior to getting back it Lastly I would like compensated for our time - I reached out and asked for this and they denied itAs a business owner - time is my most precious assetI took a half day to go over this stuff with their employee and in addition to that it took me hours to put the dresser together once it came - Carrara should have had to do that since they broke itSince I had to do it I should be compensated for my time In a previous incident when I had to double check their work due to the employees not doing their job correctly or what I was told was a "COMPUTER ERROR" when the missed inventorying our largest item - our bed plus a whole room where the fire was - they recognized the issue of my time and compensated me for itNow when I have spent even more time they are saying they will not even after the precedent was set that my time is of valueThis does not even include the back and forth with them over the last month and the headaches and inconveniences we have had to go through having to deal with them I am not happy with the resolution until all items are handled and we are compensated accordinglyIf that does not happen I would like to get an arbitrator involved and I would like compensated for that time as wellI do not feel like we should have had to deal with all of this Thank you for your time Respectfully, [redacted] Final Business Response / [redacted] (4000, 11, 2016/02/04) */ Our response is attached =========================================== (Revdex.com - converted from original documentSee file.) 1/27/ Revdex.com Case# [redacted] 2nd Response 1) Addressed and CompleteHowever, the client would like to continue the conversationTherefore, we will alsoThe insurance company truly is a very good insurance companyThe insurance paid for the couch because it could not withstand the cleaning processThe adjuster certainly would not pay for the couch if it was damaged by the Contractor the Contractor would be required to pay for itCarrara cleaned the couch using industry standards and industry protocols 2) Addressed and Complete 3) The appointment occurred on February 1st as scheduled with the clientSee second portion of number for Carrara's response on client's time 4) The appointment occurred on February 1st as scheduled 5) Same response as last time: We are happy to review it we will take care of it if we damaged itBaby Crib: Steve B [redacted] from Carrara and Mr [redacted] reviewed the project at the home following this Revdex.com complaintThe item was not discussed because it is evidently not an issue at this timeIf it is an issue we are happy to address it 6) The appointment occurred on February 1st 7) Issue withdrawn by the client 8) Addressed and Complete 9) Addressed and Complete - Again, we disagree with 1st floor wall damage2nd floor wall damage is a new revelation if Carrara damaged walls on the second floor we will look into it and address it Carrara warranties its work and will always correct any issues with its work as we have throughout this processCarrara does so because it is part of who we are as a company and we live to our obligation within our contractsHowever, reimbursing clients is not something we do for many reasons, some of which are as follows: it is not practical, it is not reasonable, and it is our practice to the complete the work to the highest standardsCarrara will not reimburse the client per our contract and policy nor would we expect the client to pay us for their delays or extra needs of our timeThat includes postings and answers to the Revdex.com, Yelp, or Facebook regarding this project, as they all help to keep us accountable to the values which our company was founded Respectfully, Jason D [redacted] Vice President Carrara Companies Final Consumer Response / [redacted] (4200, 14, 2016/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel like we are getting closer but disagree with the statement that they do not reimburse customers is not the truth - as I have documentation that they had already done exactly what he is saying in this statement that they never doI have documentation in writing from Cararra that they do that and now in this statement he claims they do notI am also very confused because this is the 3rd person from Carrara involved so I am unsure how the stories can be straight with so many people telling me so many thingsI would like to have a mediator involved to look at the documentation, pictures, and correspondenceI have several months of correspondence that showcase the flip flopping and dishonesty from Cararra and would be happy to bring it all for reviewIn multiple formats from emails, to texts, to inaccurate responses from the Managing Partner on Yelp it displays a clear pattern of what I see as dishonestyA great example is that the comapny has "revelations" about the damage that they cause when the impacted family can produce picturesVery interesting for sure! They damaged both walls and should repair bothUnfortunately I can only take pictures on so many of my floors as there is only of me and of their employees damaging our items and home 1) Again - this is being replaced by insurance non issue 2) Addressed and Completed 3) We were finally able to get the woodworking guy out - he said if we didnt hear from him by yesterday then it was on Carrara not approving the work - we have not had any work done nor have we heard back on when this would be finished - its NOT COMPLETE (Again incomplete information from Carrara and DISHONESTY) 4) NOT COMPLETE - Again the gentleman said he had to have approved by Carrara and it should have been (by yesterday - No word back and no completed work(Again incomplete information from Carrara and DISHONESTY) 5) Again - there is an issue and I will take pictures to show so this can be handled - I would like the safety piece replaced if it can be replaced - if not I would like a new crib with safety bumper attachedI will send pic to Steve and he can research the part 6) Again this is not the truth - He inspected the items and said he needed approval from Carrara to do the work and did not do anything and again we have not heard back in the time frame we were given AGAIN!!! He was very clear with us and let us know on no uncertain terms that if there was a delay it was on Carrara 7) Non Issue 8) Not Complete - again this is not the case - We have not received any check from Carrara - if that is the case please showcase a cashed check from you to us in the amount of $60?????? 9) Non Issue There was also a table that Steve took pictures of that he agreed to have fixed - its not mentioned in here and I added it to the claim - it was reviewed with the Carrara employee - he acknowledged and the wood worker came out and let us know that the damage is congruent with heavy things placed on or against it - the table is actually cracked and will need replaced For me to feel this is resolved - I would like my items really fixed not sending someone out to look and then do nothing while we wait for weeksI would like the crib fixed, the walls fixed, the table replaced since the top is cracked and I would like reimbursed for my time just like I was when I had to go back through our inventory list when you missed inventorying a room and our largest item (our bed)This is documented in previous conversations and now that Carrara has made more mistakes they all of a sudden NEVER do that I would like to request an arbitrator on this as after rounds of back and forth we got close but we have the majority of items unresolved - I hear that they are going to do things but our items are not fixed and yet they are coming back on this Revdex.com complaint that is resolved ????? How can this be? I event have the Managing Partner Justin on a Yelp Screenshot days ago saying that he has already paid for this and the work is done - that is not the case - I am happy to have anyone over to see that the items are in the exact same condition that they were in when I sent the complaintCarrara in my opinion has not done what is reasonable nor have they been honest in the process and I can showcase this clearly with all of the documentation that I have and would love that opportunityI could not be more unhappy with this company and their lack of attention to my issues along with the consisting back tracking and dishonesty
(The consumer indicated he/she DID NOT accept the response from the business.) I never offered them different amts of cash not true They increased there price from stated to my insurance company (code blue) to when I told them about the damage they didI have pictures of the chunks of dry wall scattered everywhere in the room including on the items their Inexperienced workers damagedThat's a lot of money just to remove wet carpet and cut dry wall, and run fans , and the fans ran on my electricity that I had to pay forThey did not do any work replacing new drywallMost company charge to clean up and replace with new dry wallThey are trying to rip us offYou can't clean off scratches from electronicsThey called and offered to pay for my items and deduct what they owed us from which would bring their balance to Which is what they quoted code blue from the start I said after you do the math you still are not paying for my damaged itemsThey increased there price to adjust for the damaged itemsThat's not rightThat's why my insurance company did not pay them and decided to pay me the total money, because they were tring to rip off us home owners and take advantage of our insuranceMost companies bill the insurance company direct and that what they didBut the Insurance company did not go for it this timeThe insurance person who dispatched This company and code blue was firedWe are hard working people who had a disaster happen And when companies find out how much insurance you have they try to take advantage of peopleWe are God fearing people who want to be treated fairWe are willing to pay our bills but we are not willing for people to come to our home damage our things we worked hard to buy and think we are stupidThis is the second time our basement has flooded the cost from the last company was and they did more work But we went with the company code blue and our insurance adjuster suggested this time because we were pressured by the adjuster and we just wanted to get things cleaned upThe adjusted was sending different people out for services to be done and would not let us have any say in the matter, and he was telling them how much insurance money we had, several of them told us how much coverage we hadRIP OFF My items need to be payed for I have pictures/ documents from the last company and pictures from this company tooThey sent nonprofessional to my home and want to charge me a over whelming price not rightWhen have children also and are law abiding citizens, we are senior citizens not dummies
We stand by our statement The only additional information we say were picturesAs we indicated in our response and we indicated before the Revdex.com letter Carrara will take care of the BaseBoardsTell us why here
Initial Business Response / [redacted] (1000, 10, 2015/11/05) */ The client indicated they were going to rescind the compliantIf they do not do so in the next week please let me know thanks Justin Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Never said would rescindAsked by company to rescind, to which I responded that I just wanted the work completedWork has finally been completed.Disappointed took too longWouldn't use again or recommend this company Final Consumer Response / [redacted] (2000, 14, 2015/11/16) */
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] ,and find that Mediation is necessary Regards, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/05/31) */ I spoke with Mr [redacted] as a follow up to our initial reaching out to him regarding the complaintThe vent was repaired and I sent over copies of all the statements he was requesting outlining payments amounts and datesThe customer stated that he was otherwise pleased with the work that was performed and appreciative of us following up to get these few details addressed Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/06/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) the business corrected the issues
I contacted the customer this evening and confirmed that the refund was processed in full electronically to her account on Monday May 1st when she requested we do so She confirmed with the bank that the refund was in their system and would post to her account within 24-hours I
apologized for the mis-communication on meeting her timeframe expectations but was glad to hear that she was able to make other arrangements to have her garage door replaced She thanked me and stated that she was satisfied with our efforts to return her deposit to her
Initial Business Response /* (1000, 6, 2015/07/23) */
Contact Name and Title: Doug B***; Director HR
Contact Phone: ***
Contact Email: ***
July 21,
Revdex.com of Akron
***
***
Subject:
Complaint Activity Report Case # ***
Good dayWe appreciate the frustration that Mr*** has had during this projectWe have completed the work that we were contracted to do according to our contractMr*** is correct in that we had to go out and perform a repair of our work on the roofOur owner Justin S*** went out to meet Mr*** and inspect the workmanship of our roof repairDuring the visit he reiterated our commitment to getting it rightIt is rare that we have two individuals within our construction division that leave within a couple of weeks with each and other and this was one of Mr***'s chief complaints that is why the owner of our organization took over this project
Upon inspection, it was determine that Carrara replaced approximately one third of the roof which was the farthest left as you are facing the rear of the homeMr*** indicated the current water leaks are as a result of our workmanship on the roofIt was determined the leak is from a section of the roof Carrara did not replaceIt was also determined that the roof is approaching the end of its useful lifeMrS*** presented this information to Mr*** on July 18th and indicated that we could replace the rest of the roof and Mr*** indicated that he had no money to do so
Based on the facts presented, we request this file be closed and no further action should be taken regarding this complaint
Initial Consumer Rebuttal /* (3000, 8, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
CARRARA Construction came out and responded on July 18, The owner scheduled to be here at 9:00am, and was late by minutesThe lack of communication has never changedWith all the problems that we have endured with this company you would think they would show up on time, to a confirmed appointmentThe owner arrives and asks myself if I have a ladder, knowing he needed to get into the roofThe owner stated the roofer was on another jobOnce the roofer arrives an hour later, the roofer stated that the original water leak was never found, even though they re shingled and put ice guard down hoping that it would correct the original problem with water entering the kitchenHowever the 12xarea that we had additional work completed on the inside still has water entering in the area of work that was completed by CarraraThe owner stated the portion that they originally fixed on the roof, has no bearing with the water still coming in the ceiling, and stated the rest of the roof on the kitchen needs to be re shingled at an additional cost through usThey provide a five year warranty through the work they completed but, there not standing by their warranty because the problem has not been fixedInstead their suggesting re shingling the rest of the roof, at an out of pocket cost for usAt this point because of there poor workmanship, communication, professionalism, and the experience as a whole, we don't feel comfortable investing more money with this company when they never fixed original problem
Initial Business Response /* (1000, 5, 2015/05/14) */
I met with Mr*** to review the concerns he had with the work performed in his homeBelow are a list his concerns:
We did not give a quote for the work upfront
Our company charged for emergency services after hours charges
for work performed
Our technicians removed LF of baseboards that were not damaged
The bottom part of the stair stringer attached to the concrete wall was damaged during the course of work
After discussing the concerns, our company agreed to the following resolutions:
All of the charges were moved to work during business hours despite the fact that the work was performed during after hoursThe homeowner acknowledges that we performed the work after hours and that the charges were applicable, but his concern was that we did not explain that upfront on the initial site visit
Credits were applied for the baseboards that were mistakenly disposed of with the damaged baseboards, stair stringer that was damaged during the course of work, 20% of the flooring removed, and 20% of the anti microbial treatment applied
The total invoice due is was reduced from $2,to $1,
An email was sent to the homeowner yesterday after our site visit and I received the following reply:
Mr***,
I have placed a check in the mail today for the amount of $1,which includes the $deductibleI reversed the original $applied to my credit card several days ago, since we were in limbo about agreed costs, damages and items takenSince we have agreed to the total invoice amount $1,you should receive your payment promptlyI am glad that we were able to come to a resolutionMy understanding at this time is that with this payment my obligations to Carrara Companies and *** have been met
Thank you for your time and attention to this matter,
***
*** ***
Director Project Management
Carrara Companies
Construction, Restoration, & Cleaning
Direct: ***
Mobile: ***
Toll Free: ***
Email: ***
Website: ***
Initial Consumer Rebuttal /* (2000, 7, 2015/05/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Thank you for the response and updates!
Please see attached document
(Revdex.com - converted from original documentSee file.)
On Carrara's inspection on the *** home I did see scratches on certain items, but based on the fact that it was drywall dust and the way those items were cleaned, the damage was not caused by cleaningThe
homeowner was not reasonable regarding payment for the work we performedMs*** sent me a list of prices she paid for all of the items she felt Carrara damagedI offered to have the electronics professionally cleaned and to include the initial warranty on the items, meaning we would warranty the items as if they were new with the original warranty time frame starting when the items were returnedWe are not taking responsibility for the scratches because the scratches were not done by CarraraThe client declined and instead sent me an email indicating she wanted full compensated for those itemsNote there was only cosmetic exterior cleaning required "dust" on a TV, Entertainment Center, DVD player and speakers
In the meantime, we have found out that the homeowner was directly compensated by her insurance company for the loss according to our estimate for the work we performed and we have since started the collection effortI began my calls during the week of 7/4/and have spoke with the homeowner and her daughter several timesOur original invoice was $6,When our project manager came out to the job site he gave the client a ball park estimate of $5,000, it could be higher or lower depending on the final scopeIn order to put this matter behind us Carrara was willing to settle on payment for this project at $5,The homeowner started at $and has since increased her amounts she is willing to pay from $500, to $1,200, to $2,000, to $2,500, to $3,000, to now finally $3,Carrara, Mike M*** VP of Operations responded that we will only accept $5,as payment in full or we will take this to our lawyers and seek full settlement of $6,plus court/attorney fees and interest per the contract the client and Carrara signed
The client owes the moneyMike M*** our VP of Operations and Jim D*** one of our Account managers have both been with our company over years, they both have worked with the ***'s on this claimThey both have outstanding character and integrity, both fathers of and respectfully and always do what is more than fair and right in the interest of the clientThe client's dealing in this manner has been less than honorable and the complaint has little or no meritCarrara as always done what is right, we perform over Restoration jobs a year and have a A+ rating with the Revdex.com
I would encourage the Revdex.com to look at this situation in as much detail as they can and dismiss the complaintCarrara is bending over backwards to satisfy this customer, however, it is difficult when the facts are not accurate
Respectfully,
Carrara
(***.docx)
I just received a call from ***l ***He has agreed to pay the $5,billWe are mailing him an invoice today with a self address stamped envelopeI will update as soon as we receive their payment
Thanks,
Mike M***
***
I am rejecting this response because:
It is unacceptable, disrespectful, unprofessional, all paragraphs from #1 to paragraph #8 ARE ALL LIES!!!!They all have cheated, overcharging for services never EVER PERFORMED!! THEY FORCED CONTENTS MONEY UPFRONT FROM INSURANCE BEFORE THE ACTUAL JOB WAS COMPLETED!!! THEREFORE; THEY DID WHAT THEY WANTED AND YOU CAN SEE ALL THE PAST Revdex.com COMPLAINTS THRU THE STATE OF OHIO HOW EVERY CUSTOMER WAS MISLED, LIED TO, CHEATED, HAD EVERYTHING DAMAGED, DESTROYED, MISSING AND STOLEN!!! ME AND MY SISTERS ARE SENIORS, ADA HANDICAPPED/DISABLED AND STEVE B[redacted] AND CARRARAS TOOK ADVANTAGE OF US AT A TIME OF GRIEVING OVER 87 YR OLD MOM WHO DID NOT MAKE IT OUT OF HOUSE FIRE AND THIS HORRIFIC TRAGEDY MADE US LOSE HOUSE AND ALL OF OUR POSSESSIONS OF 40YRS WERE STOLEN FROM CARRARAS!!! OUR INSURANCE CARRIERS NEVER, EVER AGREED WITH CARRARA'S. CARRARA NEVER, EVER PERFORMED ANY SERVICE FOR FREE. IF THAT IS THE CASE, THEY OWE US $40,000-$45,000 OF CONTENTS FUNDS FROM INSURANCE--THAT IS WHAT THEY ARE STATING SO PAY US BACK NOW SO WE CAN MOVE ON WITH OUR LIVES PLEASE!!! THIS IS JUST THE TIP-----CONTRACT BREACHED AND WE WANT JUSTICE!! OUR WITNESSES AND INSURANCE AGENTS/REPS ALL AGREE!!!
Initial Business Response /* (1000, 5, 2016/05/31) */
I spoke with Mr [redacted] as a follow up to our initial reaching out to him regarding the complaint. The vent was repaired and I sent over copies of all the statements he was requesting outlining payments amounts and dates. The customer stated that...
he was otherwise pleased with the work that was performed and appreciative of us following up to get these few details addressed.
Initial Consumer Rebuttal /* (2000, 7, 2016/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
the business corrected the issues
(The consumer indicated he/she DID NOT accept the response from the business.)
I never offered them different amts of cash not true.
They increased there price from 5000 stated to my insurance company (code blue) to 8500.00 when I told them about the damage they did. I have pictures of the chunks of dry wall scattered everywhere in the room including on the items their
Inexperienced workers damaged. That's a lot of money just to remove wet carpet and cut dry wall, and run fans , and the fans ran on my electricity that I had to pay for. They did not do any work replacing new drywall. Most company charge 8500 to clean up and replace with new dry wall. They are trying to rip us off. You can't clean off scratches from electronics. They called and offered to pay for my items and deduct what they owed us from 8500.00 which would bring their balance to 5000.00. Which is what they quoted code blue from the start.
I said after you do the math you still are not paying for my damaged items. They increased there price to adjust for the damaged items. That's not right. That's why my insurance company did not pay them and decided to pay me the total money, because they were tring to rip off us home owners and take advantage of our insurance. Most companies bill the insurance company direct and that what they did. But the Insurance company did not go for it this time. The insurance person who dispatched This company and code blue was fired. We are hard working people who had a disaster happen
And when companies find out how much insurance you have they try to take advantage of people. We are God fearing people who want to be treated fair. We are willing to pay our bills but we are not willing for people to come to our home damage our things we worked hard to buy and think we are stupid. This is the second time our basement has flooded the cost from the last company was 4000 and they did more work.
But we went with the company code blue and our insurance adjuster suggested this time because we were pressured by the adjuster and we just wanted to get things cleaned up. The adjusted was sending different people out for services to be done and would not let us have any say in the matter, and he was telling them how much insurance money we had, several of them told us how much coverage we had. RIP OFF
My items need to be payed for I have pictures/ documents from the last company and pictures from this company too. They sent nonprofessional to my home and want to charge me a over whelming price not right. When have children also and are law abiding citizens, we are senior citizens not dummies.
Bryce F[redacted] has been removed from the project along with Mike M[redacted]. Mike M[redacted] has been let go from the company because of his poor service and communication. We apologize to the client we have however taken permanent action. These two individuals do not reflect the over 60...
outstanding Associates at Carrara. The project has been reassigned to Tina C[redacted] and she is doing a great job. The POD company was unable to drop the storage unit because there was no space in the driveway for delivery. Tina worked with the client and found an off site storage unit that we will be bringing the clients contents to. The paneling project will be managed by Dennis Hoover and it will be handled timely and effectively. Again, we apologize for the lack of performance and this is no way a reflection of 95% of our associates or Carrara.
Initial Business Response /* (1000, 6, 2016/01/13) */
See attached document
(Revdex.com - converted from original document. See file.)
The damaged furniture is being addressed at follows as a result of Steve B[redacted]'s meeting with Mr. [redacted].
1) Couch: Insurance company is replacing because of...
damage from the Fire
2) Sectional: Was cleaned a second time, which is not unusual in a fire, preexisting stains wicked up the first time it was cleaned. We were happy to re clean. The client has accepted it.
3) 2 Dressers: The press board dresser was reimbursed to the client on 1/9/15. The second dresser is being fixed by the Furniture refinishing company it was not damaged by Carrara, however, Carrara will handle it. We have pictures before and after we brought the furniture back.
4) Filing Cabinet: Will be fixed by the Furniture refinishing company, Carrara did not damage we have pictures before and after we brought the furniture back.
5) Baby Crib: Steve B[redacted] from Carrara and Mr. [redacted] reviewed the project at the home following this Revdex.com complaint. The item was not discussed because it is evidently not an issue at this time. If it is an issue we are happy to address it.
6) Antique Refinishing Buffet: The refinishing company will address: This is an item Carrara did damage. The item will require minor refinishing at the base of the buffet table.
7) Glassware: Steve B[redacted] from Carrara and Mr. [redacted] reviewed the project at the home following this Revdex.com complaint. The item was not discussed because it is evidently not an issue at this time. If it is an issue we are happy to address it.
8) Artwork: There were 2 hand prints out of the 4 that were cracked. They have little or no market value, however, they have sentimental value, we offered Mr. [redacted] $60 for the items, he is unhappy with that we are unwilling to do more.
9) Completely Missing Direct TV Receiver: Steve addressed with Mr. [redacted] it was never removed by Carrara and was found in the home.
The walls unfortunately when I look at the pictures and Steve reviewed in person Carrara did not damage. The pictures indicate no scratching of the paint. The pictures do indicate indentations in the wall under the paint which could not be damaged by moving furniture and contents into a home. There was one scuff mark that we did observe with Mr. [redacted] that can be rubbed off with a product we use when cleaning homes.
To complete this matter Carrara is working with Mr. [redacted] to schedule the refinishing company out to take care of the minor repairs. I believe this addresses all items in the Revdex.com complaint.
Respectfully,
Justin S[redacted]
Carrara Companies
Initial Consumer Rebuttal /* (3000, 8, 2016/01/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Working with Carrara has been a huge inconvenience and we have been extremely disappointed with the lack of care of our items and the lack of integrity and honesty from the company. I will respond to each of their comments below:
1) The couch is no settled as our wonderful insurance company (Grange) handled this for us after Carrara mishandled this and felt good about returning it back to us and not mentioning they messed it all up. Carrara did not handle this the only thing they did was ruin our couch. Grange handled it quickly and respectfully.
2) The sectional was cleaned after we complained enough about it and reported it to the Revdex.com - The Carrara employee sent us an email which I still have on January 6th saying it was not their responsibility. They stated "it was probably there before they took it". I then asked for a picture from their files showing the stain which they could not produce and they eventually cleaned it after much debate and them trying to pass the responsibility on to me. It should also be noted that again we were inconvenienced and without all of our couch pillows for 2 days and could not use our main sitting area for our family.
3) Carrara has said they would handle this for us and gave us 2 names of people to call. The Carrara employee who gave us the two numbers told me to call one in particular as the other was not as good as the first. We have tried to reach this company several times but have not been able to schedule these repairs. I am very unhappy with the vendor they suggested and to date it has not been able to be scheduled. I would like to find my own vendor to handle this if theirs cannot get out this week to fix our furniture. As for the dresser they reimbursed us for - they did not reimburse me for the time it took to put together. They should have done that for us as well since they broke it not us.
4) Again - we have not been able to reach their vendor.
5) I did forget this one - there was so much to discuss that I lost track of this one. They ripped the protective crib guard - I would like this replaced.
6) Again - we have not been able to reach their vendor to even schedule the repair.
7) Not an issue at this time.
8) We will accept the $60 for these items.
9) The items were actually removed from our home by someone and since the only access was Carrara outside of my wife and I we determined that the items were moved from our home to the garage by a Carrara vendor or employee - luckily we did find them.
There were 2 issues with the walls - 1 upstairs that I have a picture of the Carrara Employees dropping the broken dresser and it smashing in the wall to where it is mentioned that they didnt do it. The other is downstairs from where we witnessed them to it moving the couch - the soft edge of the couch did it with the weight of the couch behind it. Carrara did in fact damage both areas - as mentioned I have a realtime picture showing their employees breaking the dresser against the wall where the picture was taken. I had my camera ready as I knew we were going to have problems based on how horrific our experience was prior to getting back it.
Lastly I would like compensated for our time - I reached out and asked for this and they denied it. As a business owner - time is my most precious asset. I took a half day to go over this stuff with their employee and in addition to that it took me 2 hours to put the dresser together once it came - Carrara should have had to do that since they broke it. Since I had to do it I should be compensated for my time.
In a previous incident when I had to double check their work due to the employees not doing their job correctly or what I was told was a "COMPUTER ERROR" when the missed inventorying our largest item - our bed plus a whole room where the fire was - they recognized the issue of my time and compensated me for it. Now when I have spent even more time they are saying they will not even after the precedent was set that my time is of value. This does not even include the back and forth with them over the last month and the headaches and inconveniences we have had to go through having to deal with them.
I am not happy with the resolution until all items are handled and we are compensated accordingly. If that does not happen I would like to get an arbitrator involved and I would like compensated for that time as well. I do not feel like we should have had to deal with all of this.
Thank you for your time.
Respectfully,
[redacted]
Final Business Response /* (4000, 11, 2016/02/04) */
Our response is attached
===========================================
(Revdex.com - converted from original document. See file.)
1/27/16
Revdex.com Case# [redacted]
2nd Response
1) Addressed and Complete. However, the client would like to continue the conversation. Therefore, we will also. The insurance company truly is a very good insurance company. The insurance paid for the couch because it could not withstand the cleaning process. The adjuster certainly would not pay for the couch if it was damaged by the Contractor the Contractor would be required to pay for it. Carrara cleaned the couch using industry standards and industry protocols
2) Addressed and Complete.
3) The appointment occurred on February 1st as scheduled with the client. See second portion of number 9 for Carrara's response on client's time.
4) The appointment occurred on February 1st as scheduled
5) Same response as last time: We are happy to review it we will take care of it if we damaged it. Baby Crib: Steve B[redacted] from Carrara and Mr. [redacted] reviewed the project at the home following this Revdex.com complaint. The item was not discussed because it is evidently not an issue at this time. If it is an issue we are happy to address it.
6) The appointment occurred on February 1st.
7) Issue withdrawn by the client.
8) Addressed and Complete
9) Addressed and Complete
- Again, we disagree with 1st floor wall damage. 2nd floor wall damage is a new revelation if Carrara damaged walls on the second floor we will look into it and address it.
Carrara warranties its work and will always correct any issues with its work as we have throughout this process. Carrara does so because it is part of who we are as a company and we live to our obligation within our contracts. However, reimbursing clients is not something we do for many reasons, some of which are as follows: it is not practical, it is not reasonable, and it is our practice to the complete the work to the highest standards. Carrara will not reimburse the client per our contract and policy nor would we expect the client to pay us for their delays or extra needs of our time. That includes postings and answers to the Revdex.com, Yelp, or Facebook regarding this project, as they all help to keep us accountable to the values which our company was founded.
Respectfully,
Jason D[redacted]
Vice President
Carrara Companies
Final Consumer Response /* (4200, 14, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel like we are getting closer but disagree with the statement that they do not reimburse customers is not the truth - as I have documentation that they had already done exactly what he is saying in this statement that they never do. I have documentation in writing from Cararra that they do that and now in this statement he claims they do not. I am also very confused because this is the 3rd person from Carrara involved so I am unsure how the stories can be straight with so many people telling me so many things. I would like to have a mediator involved to look at the documentation, pictures, and correspondence. I have several months of correspondence that showcase the flip flopping and dishonesty from Cararra and would be happy to bring it all for review. In multiple formats from emails, to texts, to inaccurate responses from the Managing Partner on Yelp it displays a clear pattern of what I see as dishonesty. A great example is that the comapny has "revelations" about the damage that they cause when the impacted family can produce pictures. Very interesting for sure! They damaged both walls and should repair both. Unfortunately I can only take pictures on so many of my floors as there is only 1 of me and 3 of their employees damaging our items and home.
1) Again - this is being replaced by insurance non issue.
2) Addressed and Completed
3) We were finally able to get the woodworking guy out - he said if we didnt hear from him by yesterday then it was on Carrara not approving the work - we have not had any work done nor have we heard back on when this would be finished - its NOT COMPLETE (Again incomplete information from Carrara and DISHONESTY)
4) NOT COMPLETE - Again the gentleman said he had to have approved by Carrara and it should have been (by yesterday - No word back and no completed work. (Again incomplete information from Carrara and DISHONESTY)
5) Again - there is an issue and I will take pictures to show so this can be handled - I would like the safety piece replaced if it can be replaced - if not I would like a new crib with safety bumper attached. I will send pic to Steve and he can research the part.
6) Again this is not the truth - He inspected the items and said he needed approval from Carrara to do the work and did not do anything and again we have not heard back in the time frame we were given AGAIN!!! He was very clear with us and let us know on no uncertain terms that if there was a delay it was on Carrara.
7) Non Issue
8) Not Complete - again this is not the case - We have not received any check from Carrara - if that is the case please showcase a cashed check from you to us in the amount of $60??????
9) Non Issue
There was also a table that Steve took pictures of that he agreed to have fixed - its not mentioned in here and I added it to the claim - it was reviewed with the Carrara employee - he acknowledged and the wood worker came out and let us know that the damage is congruent with heavy things placed on or against it - the table is actually cracked and will need replaced.
For me to feel this is resolved - I would like my items really fixed not sending someone out to look and then do nothing while we wait for weeks. I would like the crib fixed, the walls fixed, the table replaced since the top is cracked and I would like reimbursed for my time just like I was when I had to go back through our inventory list when you missed inventorying a room and our largest item (our bed). This is documented in previous conversations and now that Carrara has made more mistakes they all of a sudden NEVER do that.....
I would like to request an arbitrator on this as after 2 rounds of back and forth we got close but we have the majority of items unresolved - I hear that they are going to do things but our items are not fixed and yet they are coming back on this Revdex.com complaint that is resolved ????? How can this be? I event have the Managing Partner Justin on a Yelp Screenshot days ago saying that he has already paid for this and the work is done - that is not the case - I am happy to have anyone over to see that the items are in the exact same condition that they were in when I sent the complaint. Carrara in my opinion has not done what is reasonable nor have they been honest in the process and I can showcase this clearly with all of the documentation that I have and would love that opportunity. I could not be more unhappy with this company and their lack of attention to my issues along with the consisting back tracking and dishonesty.
The response is attached ---------------------------------(See file for original document.) We are sorry that the client is unhappy with the results, however, Carrara performed a great service for the [redacted]’sThe [redacted]’s unfortunately are either not clear on what happened or are...
disingenuous on what happened. Carrara did not want to take on the project after meeting the client, however the [redacted]’s pastor and adjuster did everything they could to persuade us. In the interest in helping we took on the project, however, because of the communication concerns we knew we would have we required payment up front. As we expected the project was more than difficult mostly because of the communication challenges with the [redacted]’s. To be clear Carrara Associates in no way shape or form stole, damaged, destroyed or threw out personal possessions of the [redacted]’s other than the items that were agreed were non salvageable and required disposal. The [redacted]’s seem to continue to be confused regarding non salvageable items in their home. All non salvageable items the [redacted]’s have been in fact reimbursed by their insurance carrier. Also in no way did Carrara Associates Yell, Curse, Harass or Threaten the [redacted]’s. In addition, Justin S[redacted] in no way shape or formed indicated that a refund was coming back. Carrara performed all kinds of services for free with no consideration or expectation of payment in the interest in helping the [redacted]’s because of their circumstance. In addition, two months after the job was completed the [redacted]’s called there insurance carrier to complain about the service. Mrs. [redacted] and Mr. S[redacted] had a phone meeting with the Insurance carrier. They did a full investigation including reviewing the project and all related documents. The insurance carrier also agreed that Carrara fulfilled our contractual obligations and the services were completed more than satisfactory. The insurance carrier also made a point of thanking Carrara for all the extra services we provided outside the scope of our work. During the entire course of the project Carrara performed successfully and professionally. Respectfully, Carrara
Initial Business Response /* (1000, 10, 2015/11/05) */
The client indicated they were going to rescind the compliant. If they do not do so in the next week please let me know.
thanks
Justin
Initial Consumer Rebuttal /* (3000, 13, 2015/11/15) */
(The consumer indicated he/she DID NOT...
accept the response from the business.)
Never said would rescind. Asked by company to rescind, to which I responded that I just wanted the work completed. Work has finally been completed.Disappointed took too long. Wouldn't use again or recommend this company.
Final Consumer Response /* (2000, 14, 2015/11/16) */
Initial Business Response / [redacted] (1000, 6, 2016/01/13) */ See attached document (Revdex.com - converted from original documentSee file.) The damaged furniture is being addressed at follows as a result of Steve B [redacted] 's meeting with Mr [redacted] 1) Couch: Insurance company is replacing because of damage from the Fire 2) Sectional: Was cleaned a second time, which is not unusual in a fire, preexisting stains wicked up the first time it was cleanedWe were happy to re cleanThe client has accepted it 3) Dressers: The press board dresser was reimbursed to the client on 1/9/The second dresser is being fixed by the Furniture refinishing company it was not damaged by Carrara, however, Carrara will handle itWe have pictures before and after we brought the furniture back 4) Filing Cabinet: Will be fixed by the Furniture refinishing company, Carrara did not damage we have pictures before and after we brought the furniture back 5) Baby Crib: Steve B [redacted] from Carrara and Mr [redacted] reviewed the project at the home following this Revdex.com complaintThe item was not discussed because it is evidently not an issue at this timeIf it is an issue we are happy to address it 6) Antique Refinishing Buffet: The refinishing company will address: This is an item Carrara did damageThe item will require minor refinishing at the base of the buffet table 7) Glassware: Steve B [redacted] from Carrara and Mr [redacted] reviewed the project at the home following this Revdex.com complaintThe item was not discussed because it is evidently not an issue at this timeIf it is an issue we are happy to address it 8) Artwork: There were hand prints out of the that were crackedThey have little or no market value, however, they have sentimental value, we offered Mr [redacted] $for the items, he is unhappy with that we are unwilling to do more 9) Completely Missing Direct TV Receiver: Steve addressed with Mr [redacted] it was never removed by Carrara and was found in the home The walls unfortunately when I look at the pictures and Steve reviewed in person Carrara did not damageThe pictures indicate no scratching of the paintThe pictures do indicate indentations in the wall under the paint which could not be damaged by moving furniture and contents into a homeThere was one scuff mark that we did observe with Mr [redacted] that can be rubbed off with a product we use when cleaning homes To complete this matter Carrara is working with Mr [redacted] to schedule the refinishing company out to take care of the minor repairsI believe this addresses all items in the Revdex.com complaint Respectfully, Justin S [redacted] Carrara Companies Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/01/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Working with Carrara has been a huge inconvenience and we have been extremely disappointed with the lack of care of our items and the lack of integrity and honesty from the companyI will respond to each of their comments below: 1) The couch is no settled as our wonderful insurance company (Grange) handled this for us after Carrara mishandled this and felt good about returning it back to us and not mentioning they messed it all upCarrara did not handle this the only thing they did was ruin our couchGrange handled it quickly and respectfully 2) The sectional was cleaned after we complained enough about it and reported it to the Revdex.com - The Carrara employee sent us an email which I still have on January 6th saying it was not their responsibilityThey stated "it was probably there before they took it"I then asked for a picture from their files showing the stain which they could not produce and they eventually cleaned it after much debate and them trying to pass the responsibility on to meIt should also be noted that again we were inconvenienced and without all of our couch pillows for days and could not use our main sitting area for our family 3) Carrara has said they would handle this for us and gave us names of people to callThe Carrara employee who gave us the two numbers told me to call one in particular as the other was not as good as the firstWe have tried to reach this company several times but have not been able to schedule these repairsI am very unhappy with the vendor they suggested and to date it has not been able to be scheduledI would like to find my own vendor to handle this if theirs cannot get out this week to fix our furnitureAs for the dresser they reimbursed us for - they did not reimburse me for the time it took to put togetherThey should have done that for us as well since they broke it not us 4) Again - we have not been able to reach their vendor 5) I did forget this one - there was so much to discuss that I lost track of this oneThey ripped the protective crib guard - I would like this replaced 6) Again - we have not been able to reach their vendor to even schedule the repair 7) Not an issue at this time 8) We will accept the $for these items 9) The items were actually removed from our home by someone and since the only access was Carrara outside of my wife and I we determined that the items were moved from our home to the garage by a Carrara vendor or employee - luckily we did find them There were issues with the walls - upstairs that I have a picture of the Carrara Employees dropping the broken dresser and it smashing in the wall to where it is mentioned that they didnt do itThe other is downstairs from where we witnessed them to it moving the couch - the soft edge of the couch did it with the weight of the couch behind itCarrara did in fact damage both areas - as mentioned I have a realtime picture showing their employees breaking the dresser against the wall where the picture was takenI had my camera ready as I knew we were going to have problems based on how horrific our experience was prior to getting back it Lastly I would like compensated for our time - I reached out and asked for this and they denied itAs a business owner - time is my most precious assetI took a half day to go over this stuff with their employee and in addition to that it took me hours to put the dresser together once it came - Carrara should have had to do that since they broke itSince I had to do it I should be compensated for my time In a previous incident when I had to double check their work due to the employees not doing their job correctly or what I was told was a "COMPUTER ERROR" when the missed inventorying our largest item - our bed plus a whole room where the fire was - they recognized the issue of my time and compensated me for itNow when I have spent even more time they are saying they will not even after the precedent was set that my time is of valueThis does not even include the back and forth with them over the last month and the headaches and inconveniences we have had to go through having to deal with them I am not happy with the resolution until all items are handled and we are compensated accordinglyIf that does not happen I would like to get an arbitrator involved and I would like compensated for that time as wellI do not feel like we should have had to deal with all of this Thank you for your time Respectfully, [redacted] Final Business Response / [redacted] (4000, 11, 2016/02/04) */ Our response is attached =========================================== (Revdex.com - converted from original documentSee file.) 1/27/ Revdex.com Case# [redacted] 2nd Response 1) Addressed and CompleteHowever, the client would like to continue the conversationTherefore, we will alsoThe insurance company truly is a very good insurance companyThe insurance paid for the couch because it could not withstand the cleaning processThe adjuster certainly would not pay for the couch if it was damaged by the Contractor the Contractor would be required to pay for itCarrara cleaned the couch using industry standards and industry protocols 2) Addressed and Complete 3) The appointment occurred on February 1st as scheduled with the clientSee second portion of number for Carrara's response on client's time 4) The appointment occurred on February 1st as scheduled 5) Same response as last time: We are happy to review it we will take care of it if we damaged itBaby Crib: Steve B [redacted] from Carrara and Mr [redacted] reviewed the project at the home following this Revdex.com complaintThe item was not discussed because it is evidently not an issue at this timeIf it is an issue we are happy to address it 6) The appointment occurred on February 1st 7) Issue withdrawn by the client 8) Addressed and Complete 9) Addressed and Complete - Again, we disagree with 1st floor wall damage2nd floor wall damage is a new revelation if Carrara damaged walls on the second floor we will look into it and address it Carrara warranties its work and will always correct any issues with its work as we have throughout this processCarrara does so because it is part of who we are as a company and we live to our obligation within our contractsHowever, reimbursing clients is not something we do for many reasons, some of which are as follows: it is not practical, it is not reasonable, and it is our practice to the complete the work to the highest standardsCarrara will not reimburse the client per our contract and policy nor would we expect the client to pay us for their delays or extra needs of our timeThat includes postings and answers to the Revdex.com, Yelp, or Facebook regarding this project, as they all help to keep us accountable to the values which our company was founded Respectfully, Jason D [redacted] Vice President Carrara Companies Final Consumer Response / [redacted] (4200, 14, 2016/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel like we are getting closer but disagree with the statement that they do not reimburse customers is not the truth - as I have documentation that they had already done exactly what he is saying in this statement that they never doI have documentation in writing from Cararra that they do that and now in this statement he claims they do notI am also very confused because this is the 3rd person from Carrara involved so I am unsure how the stories can be straight with so many people telling me so many thingsI would like to have a mediator involved to look at the documentation, pictures, and correspondenceI have several months of correspondence that showcase the flip flopping and dishonesty from Cararra and would be happy to bring it all for reviewIn multiple formats from emails, to texts, to inaccurate responses from the Managing Partner on Yelp it displays a clear pattern of what I see as dishonestyA great example is that the comapny has "revelations" about the damage that they cause when the impacted family can produce picturesVery interesting for sure! They damaged both walls and should repair bothUnfortunately I can only take pictures on so many of my floors as there is only of me and of their employees damaging our items and home 1) Again - this is being replaced by insurance non issue 2) Addressed and Completed 3) We were finally able to get the woodworking guy out - he said if we didnt hear from him by yesterday then it was on Carrara not approving the work - we have not had any work done nor have we heard back on when this would be finished - its NOT COMPLETE (Again incomplete information from Carrara and DISHONESTY) 4) NOT COMPLETE - Again the gentleman said he had to have approved by Carrara and it should have been (by yesterday - No word back and no completed work(Again incomplete information from Carrara and DISHONESTY) 5) Again - there is an issue and I will take pictures to show so this can be handled - I would like the safety piece replaced if it can be replaced - if not I would like a new crib with safety bumper attachedI will send pic to Steve and he can research the part 6) Again this is not the truth - He inspected the items and said he needed approval from Carrara to do the work and did not do anything and again we have not heard back in the time frame we were given AGAIN!!! He was very clear with us and let us know on no uncertain terms that if there was a delay it was on Carrara 7) Non Issue 8) Not Complete - again this is not the case - We have not received any check from Carrara - if that is the case please showcase a cashed check from you to us in the amount of $60?????? 9) Non Issue There was also a table that Steve took pictures of that he agreed to have fixed - its not mentioned in here and I added it to the claim - it was reviewed with the Carrara employee - he acknowledged and the wood worker came out and let us know that the damage is congruent with heavy things placed on or against it - the table is actually cracked and will need replaced For me to feel this is resolved - I would like my items really fixed not sending someone out to look and then do nothing while we wait for weeksI would like the crib fixed, the walls fixed, the table replaced since the top is cracked and I would like reimbursed for my time just like I was when I had to go back through our inventory list when you missed inventorying a room and our largest item (our bed)This is documented in previous conversations and now that Carrara has made more mistakes they all of a sudden NEVER do that I would like to request an arbitrator on this as after rounds of back and forth we got close but we have the majority of items unresolved - I hear that they are going to do things but our items are not fixed and yet they are coming back on this Revdex.com complaint that is resolved ????? How can this be? I event have the Managing Partner Justin on a Yelp Screenshot days ago saying that he has already paid for this and the work is done - that is not the case - I am happy to have anyone over to see that the items are in the exact same condition that they were in when I sent the complaintCarrara in my opinion has not done what is reasonable nor have they been honest in the process and I can showcase this clearly with all of the documentation that I have and would love that opportunityI could not be more unhappy with this company and their lack of attention to my issues along with the consisting back tracking and dishonesty
(The consumer indicated he/she DID NOT accept the response from the business.) I never offered them different amts of cash not true They increased there price from stated to my insurance company (code blue) to when I told them about the damage they didI have pictures of the chunks of dry wall scattered everywhere in the room including on the items their Inexperienced workers damagedThat's a lot of money just to remove wet carpet and cut dry wall, and run fans , and the fans ran on my electricity that I had to pay forThey did not do any work replacing new drywallMost company charge to clean up and replace with new dry wallThey are trying to rip us offYou can't clean off scratches from electronicsThey called and offered to pay for my items and deduct what they owed us from which would bring their balance to Which is what they quoted code blue from the start I said after you do the math you still are not paying for my damaged itemsThey increased there price to adjust for the damaged itemsThat's not rightThat's why my insurance company did not pay them and decided to pay me the total money, because they were tring to rip off us home owners and take advantage of our insuranceMost companies bill the insurance company direct and that what they didBut the Insurance company did not go for it this timeThe insurance person who dispatched This company and code blue was firedWe are hard working people who had a disaster happen And when companies find out how much insurance you have they try to take advantage of peopleWe are God fearing people who want to be treated fairWe are willing to pay our bills but we are not willing for people to come to our home damage our things we worked hard to buy and think we are stupidThis is the second time our basement has flooded the cost from the last company was and they did more work But we went with the company code blue and our insurance adjuster suggested this time because we were pressured by the adjuster and we just wanted to get things cleaned upThe adjusted was sending different people out for services to be done and would not let us have any say in the matter, and he was telling them how much insurance money we had, several of them told us how much coverage we hadRIP OFF My items need to be payed for I have pictures/ documents from the last company and pictures from this company tooThey sent nonprofessional to my home and want to charge me a over whelming price not rightWhen have children also and are law abiding citizens, we are senior citizens not dummies
We stand by our statement The only additional information we say were picturesAs we indicated in our response and we indicated before the Revdex.com letter Carrara will take care of the BaseBoardsTell us why here
Initial Business Response / [redacted] (1000, 10, 2015/11/05) */ The client indicated they were going to rescind the compliantIf they do not do so in the next week please let me know thanks Justin Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Never said would rescindAsked by company to rescind, to which I responded that I just wanted the work completedWork has finally been completed.Disappointed took too longWouldn't use again or recommend this company Final Consumer Response / [redacted] (2000, 14, 2015/11/16) */
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] ,and find that Mediation is necessary Regards, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/05/31) */ I spoke with Mr [redacted] as a follow up to our initial reaching out to him regarding the complaintThe vent was repaired and I sent over copies of all the statements he was requesting outlining payments amounts and datesThe customer stated that he was otherwise pleased with the work that was performed and appreciative of us following up to get these few details addressed Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/06/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) the business corrected the issues
Revdex.com:
I have reviewed the response made by the consumer in reference to complaint ID .***, and find that Mediation is necessary
Thank you
I contacted the customer this evening and confirmed that the refund was processed in full electronically to her account on Monday May 1st when she requested we do so She confirmed with the bank that the refund was in their system and would post to her account within 24-hours I
apologized for the mis-communication on meeting her timeframe expectations but was glad to hear that she was able to make other arrangements to have her garage door replaced She thanked me and stated that she was satisfied with our efforts to return her deposit to her
Initial Business Response /* (1000, 6, 2015/07/23) */
Contact Name and Title: Doug B***; Director HR
Contact Phone: ***
Contact Email: ***
July 21,
Revdex.com of Akron
***
***
Subject:
Complaint Activity Report Case # ***
Good dayWe appreciate the frustration that Mr*** has had during this projectWe have completed the work that we were contracted to do according to our contractMr*** is correct in that we had to go out and perform a repair of our work on the roofOur owner Justin S*** went out to meet Mr*** and inspect the workmanship of our roof repairDuring the visit he reiterated our commitment to getting it rightIt is rare that we have two individuals within our construction division that leave within a couple of weeks with each and other and this was one of Mr***'s chief complaints that is why the owner of our organization took over this project
Upon inspection, it was determine that Carrara replaced approximately one third of the roof which was the farthest left as you are facing the rear of the homeMr*** indicated the current water leaks are as a result of our workmanship on the roofIt was determined the leak is from a section of the roof Carrara did not replaceIt was also determined that the roof is approaching the end of its useful lifeMrS*** presented this information to Mr*** on July 18th and indicated that we could replace the rest of the roof and Mr*** indicated that he had no money to do so
Based on the facts presented, we request this file be closed and no further action should be taken regarding this complaint
Initial Consumer Rebuttal /* (3000, 8, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
CARRARA Construction came out and responded on July 18, The owner scheduled to be here at 9:00am, and was late by minutesThe lack of communication has never changedWith all the problems that we have endured with this company you would think they would show up on time, to a confirmed appointmentThe owner arrives and asks myself if I have a ladder, knowing he needed to get into the roofThe owner stated the roofer was on another jobOnce the roofer arrives an hour later, the roofer stated that the original water leak was never found, even though they re shingled and put ice guard down hoping that it would correct the original problem with water entering the kitchenHowever the 12xarea that we had additional work completed on the inside still has water entering in the area of work that was completed by CarraraThe owner stated the portion that they originally fixed on the roof, has no bearing with the water still coming in the ceiling, and stated the rest of the roof on the kitchen needs to be re shingled at an additional cost through usThey provide a five year warranty through the work they completed but, there not standing by their warranty because the problem has not been fixedInstead their suggesting re shingling the rest of the roof, at an out of pocket cost for usAt this point because of there poor workmanship, communication, professionalism, and the experience as a whole, we don't feel comfortable investing more money with this company when they never fixed original problem
Initial Business Response /* (1000, 5, 2015/05/14) */
I met with Mr*** to review the concerns he had with the work performed in his homeBelow are a list his concerns:
We did not give a quote for the work upfront
Our company charged for emergency services after hours charges
for work performed
Our technicians removed LF of baseboards that were not damaged
The bottom part of the stair stringer attached to the concrete wall was damaged during the course of work
After discussing the concerns, our company agreed to the following resolutions:
All of the charges were moved to work during business hours despite the fact that the work was performed during after hoursThe homeowner acknowledges that we performed the work after hours and that the charges were applicable, but his concern was that we did not explain that upfront on the initial site visit
Credits were applied for the baseboards that were mistakenly disposed of with the damaged baseboards, stair stringer that was damaged during the course of work, 20% of the flooring removed, and 20% of the anti microbial treatment applied
The total invoice due is was reduced from $2,to $1,
An email was sent to the homeowner yesterday after our site visit and I received the following reply:
Mr***,
I have placed a check in the mail today for the amount of $1,which includes the $deductibleI reversed the original $applied to my credit card several days ago, since we were in limbo about agreed costs, damages and items takenSince we have agreed to the total invoice amount $1,you should receive your payment promptlyI am glad that we were able to come to a resolutionMy understanding at this time is that with this payment my obligations to Carrara Companies and *** have been met
Thank you for your time and attention to this matter,
***
*** ***
Director Project Management
Carrara Companies
Construction, Restoration, & Cleaning
Direct: ***
Mobile: ***
Toll Free: ***
Email: ***
Website: ***
Initial Consumer Rebuttal /* (2000, 7, 2015/05/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Thank you for the response and updates!
Please see attached document
(Revdex.com - converted from original documentSee file.)
On Carrara's inspection on the *** home I did see scratches on certain items, but based on the fact that it was drywall dust and the way those items were cleaned, the damage was not caused by cleaningThe
homeowner was not reasonable regarding payment for the work we performedMs*** sent me a list of prices she paid for all of the items she felt Carrara damagedI offered to have the electronics professionally cleaned and to include the initial warranty on the items, meaning we would warranty the items as if they were new with the original warranty time frame starting when the items were returnedWe are not taking responsibility for the scratches because the scratches were not done by CarraraThe client declined and instead sent me an email indicating she wanted full compensated for those itemsNote there was only cosmetic exterior cleaning required "dust" on a TV, Entertainment Center, DVD player and speakers
In the meantime, we have found out that the homeowner was directly compensated by her insurance company for the loss according to our estimate for the work we performed and we have since started the collection effortI began my calls during the week of 7/4/and have spoke with the homeowner and her daughter several timesOur original invoice was $6,When our project manager came out to the job site he gave the client a ball park estimate of $5,000, it could be higher or lower depending on the final scopeIn order to put this matter behind us Carrara was willing to settle on payment for this project at $5,The homeowner started at $and has since increased her amounts she is willing to pay from $500, to $1,200, to $2,000, to $2,500, to $3,000, to now finally $3,Carrara, Mike M*** VP of Operations responded that we will only accept $5,as payment in full or we will take this to our lawyers and seek full settlement of $6,plus court/attorney fees and interest per the contract the client and Carrara signed
The client owes the moneyMike M*** our VP of Operations and Jim D*** one of our Account managers have both been with our company over years, they both have worked with the ***'s on this claimThey both have outstanding character and integrity, both fathers of and respectfully and always do what is more than fair and right in the interest of the clientThe client's dealing in this manner has been less than honorable and the complaint has little or no meritCarrara as always done what is right, we perform over Restoration jobs a year and have a A+ rating with the Revdex.com
I would encourage the Revdex.com to look at this situation in as much detail as they can and dismiss the complaintCarrara is bending over backwards to satisfy this customer, however, it is difficult when the facts are not accurate
Respectfully,
Carrara
(***.docx)
I just received a call from ***l ***He has agreed to pay the $5,billWe are mailing him an invoice today with a self address stamped envelopeI will update as soon as we receive their payment
Thanks,
Mike M***
***
I am rejecting this response because:
It is unacceptable, disrespectful, unprofessional, all paragraphs from #1 to paragraph #8 ARE ALL LIES!!!!They all have cheated, overcharging for services never EVER PERFORMED!! THEY FORCED CONTENTS MONEY UPFRONT FROM INSURANCE BEFORE THE ACTUAL JOB WAS COMPLETED!!! THEREFORE; THEY DID WHAT THEY WANTED AND YOU CAN SEE ALL THE PAST Revdex.com COMPLAINTS THRU THE STATE OF OHIO HOW EVERY CUSTOMER WAS MISLED, LIED TO, CHEATED, HAD EVERYTHING DAMAGED, DESTROYED, MISSING AND STOLEN!!! ME AND MY SISTERS ARE SENIORS, ADA HANDICAPPED/DISABLED AND STEVE B[redacted] AND CARRARAS TOOK ADVANTAGE OF US AT A TIME OF GRIEVING OVER 87 YR OLD MOM WHO DID NOT MAKE IT OUT OF HOUSE FIRE AND THIS HORRIFIC TRAGEDY MADE US LOSE HOUSE AND ALL OF OUR POSSESSIONS OF 40YRS WERE STOLEN FROM CARRARAS!!! OUR INSURANCE CARRIERS NEVER, EVER AGREED WITH CARRARA'S. CARRARA NEVER, EVER PERFORMED ANY SERVICE FOR FREE. IF THAT IS THE CASE, THEY OWE US $40,000-$45,000 OF CONTENTS FUNDS FROM INSURANCE--THAT IS WHAT THEY ARE STATING SO PAY US BACK NOW SO WE CAN MOVE ON WITH OUR LIVES PLEASE!!! THIS IS JUST THE TIP-----CONTRACT BREACHED AND WE WANT JUSTICE!! OUR WITNESSES AND INSURANCE AGENTS/REPS ALL AGREE!!!
Initial Business Response /* (1000, 5, 2016/05/31) */
I spoke with Mr [redacted] as a follow up to our initial reaching out to him regarding the complaint. The vent was repaired and I sent over copies of all the statements he was requesting outlining payments amounts and dates. The customer stated that...
he was otherwise pleased with the work that was performed and appreciative of us following up to get these few details addressed.
Initial Consumer Rebuttal /* (2000, 7, 2016/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
the business corrected the issues
(The consumer indicated he/she DID NOT accept the response from the business.)
I never offered them different amts of cash not true.
They increased there price from 5000 stated to my insurance company (code blue) to 8500.00 when I told them about the damage they did. I have pictures of the chunks of dry wall scattered everywhere in the room including on the items their
Inexperienced workers damaged. That's a lot of money just to remove wet carpet and cut dry wall, and run fans , and the fans ran on my electricity that I had to pay for. They did not do any work replacing new drywall. Most company charge 8500 to clean up and replace with new dry wall. They are trying to rip us off. You can't clean off scratches from electronics. They called and offered to pay for my items and deduct what they owed us from 8500.00 which would bring their balance to 5000.00. Which is what they quoted code blue from the start.
I said after you do the math you still are not paying for my damaged items. They increased there price to adjust for the damaged items. That's not right. That's why my insurance company did not pay them and decided to pay me the total money, because they were tring to rip off us home owners and take advantage of our insurance. Most companies bill the insurance company direct and that what they did. But the Insurance company did not go for it this time. The insurance person who dispatched This company and code blue was fired. We are hard working people who had a disaster happen
And when companies find out how much insurance you have they try to take advantage of people. We are God fearing people who want to be treated fair. We are willing to pay our bills but we are not willing for people to come to our home damage our things we worked hard to buy and think we are stupid. This is the second time our basement has flooded the cost from the last company was 4000 and they did more work.
But we went with the company code blue and our insurance adjuster suggested this time because we were pressured by the adjuster and we just wanted to get things cleaned up. The adjusted was sending different people out for services to be done and would not let us have any say in the matter, and he was telling them how much insurance money we had, several of them told us how much coverage we had. RIP OFF
My items need to be payed for I have pictures/ documents from the last company and pictures from this company too. They sent nonprofessional to my home and want to charge me a over whelming price not right. When have children also and are law abiding citizens, we are senior citizens not dummies.
Bryce F[redacted] has been removed from the project along with Mike M[redacted]. Mike M[redacted] has been let go from the company because of his poor service and communication. We apologize to the client we have however taken permanent action. These two individuals do not reflect the over 60...
outstanding Associates at Carrara. The project has been reassigned to Tina C[redacted] and she is doing a great job. The POD company was unable to drop the storage unit because there was no space in the driveway for delivery. Tina worked with the client and found an off site storage unit that we will be bringing the clients contents to. The paneling project will be managed by Dennis Hoover and it will be handled timely and effectively. Again, we apologize for the lack of performance and this is no way a reflection of 95% of our associates or Carrara.
Initial Business Response /* (1000, 6, 2016/01/13) */
See attached document
(Revdex.com - converted from original document. See file.)
The damaged furniture is being addressed at follows as a result of Steve B[redacted]'s meeting with Mr. [redacted].
1) Couch: Insurance company is replacing because of...
damage from the Fire
2) Sectional: Was cleaned a second time, which is not unusual in a fire, preexisting stains wicked up the first time it was cleaned. We were happy to re clean. The client has accepted it.
3) 2 Dressers: The press board dresser was reimbursed to the client on 1/9/15. The second dresser is being fixed by the Furniture refinishing company it was not damaged by Carrara, however, Carrara will handle it. We have pictures before and after we brought the furniture back.
4) Filing Cabinet: Will be fixed by the Furniture refinishing company, Carrara did not damage we have pictures before and after we brought the furniture back.
5) Baby Crib: Steve B[redacted] from Carrara and Mr. [redacted] reviewed the project at the home following this Revdex.com complaint. The item was not discussed because it is evidently not an issue at this time. If it is an issue we are happy to address it.
6) Antique Refinishing Buffet: The refinishing company will address: This is an item Carrara did damage. The item will require minor refinishing at the base of the buffet table.
7) Glassware: Steve B[redacted] from Carrara and Mr. [redacted] reviewed the project at the home following this Revdex.com complaint. The item was not discussed because it is evidently not an issue at this time. If it is an issue we are happy to address it.
8) Artwork: There were 2 hand prints out of the 4 that were cracked. They have little or no market value, however, they have sentimental value, we offered Mr. [redacted] $60 for the items, he is unhappy with that we are unwilling to do more.
9) Completely Missing Direct TV Receiver: Steve addressed with Mr. [redacted] it was never removed by Carrara and was found in the home.
The walls unfortunately when I look at the pictures and Steve reviewed in person Carrara did not damage. The pictures indicate no scratching of the paint. The pictures do indicate indentations in the wall under the paint which could not be damaged by moving furniture and contents into a home. There was one scuff mark that we did observe with Mr. [redacted] that can be rubbed off with a product we use when cleaning homes.
To complete this matter Carrara is working with Mr. [redacted] to schedule the refinishing company out to take care of the minor repairs. I believe this addresses all items in the Revdex.com complaint.
Respectfully,
Justin S[redacted]
Carrara Companies
Initial Consumer Rebuttal /* (3000, 8, 2016/01/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Working with Carrara has been a huge inconvenience and we have been extremely disappointed with the lack of care of our items and the lack of integrity and honesty from the company. I will respond to each of their comments below:
1) The couch is no settled as our wonderful insurance company (Grange) handled this for us after Carrara mishandled this and felt good about returning it back to us and not mentioning they messed it all up. Carrara did not handle this the only thing they did was ruin our couch. Grange handled it quickly and respectfully.
2) The sectional was cleaned after we complained enough about it and reported it to the Revdex.com - The Carrara employee sent us an email which I still have on January 6th saying it was not their responsibility. They stated "it was probably there before they took it". I then asked for a picture from their files showing the stain which they could not produce and they eventually cleaned it after much debate and them trying to pass the responsibility on to me. It should also be noted that again we were inconvenienced and without all of our couch pillows for 2 days and could not use our main sitting area for our family.
3) Carrara has said they would handle this for us and gave us 2 names of people to call. The Carrara employee who gave us the two numbers told me to call one in particular as the other was not as good as the first. We have tried to reach this company several times but have not been able to schedule these repairs. I am very unhappy with the vendor they suggested and to date it has not been able to be scheduled. I would like to find my own vendor to handle this if theirs cannot get out this week to fix our furniture. As for the dresser they reimbursed us for - they did not reimburse me for the time it took to put together. They should have done that for us as well since they broke it not us.
4) Again - we have not been able to reach their vendor.
5) I did forget this one - there was so much to discuss that I lost track of this one. They ripped the protective crib guard - I would like this replaced.
6) Again - we have not been able to reach their vendor to even schedule the repair.
7) Not an issue at this time.
8) We will accept the $60 for these items.
9) The items were actually removed from our home by someone and since the only access was Carrara outside of my wife and I we determined that the items were moved from our home to the garage by a Carrara vendor or employee - luckily we did find them.
There were 2 issues with the walls - 1 upstairs that I have a picture of the Carrara Employees dropping the broken dresser and it smashing in the wall to where it is mentioned that they didnt do it. The other is downstairs from where we witnessed them to it moving the couch - the soft edge of the couch did it with the weight of the couch behind it. Carrara did in fact damage both areas - as mentioned I have a realtime picture showing their employees breaking the dresser against the wall where the picture was taken. I had my camera ready as I knew we were going to have problems based on how horrific our experience was prior to getting back it.
Lastly I would like compensated for our time - I reached out and asked for this and they denied it. As a business owner - time is my most precious asset. I took a half day to go over this stuff with their employee and in addition to that it took me 2 hours to put the dresser together once it came - Carrara should have had to do that since they broke it. Since I had to do it I should be compensated for my time.
In a previous incident when I had to double check their work due to the employees not doing their job correctly or what I was told was a "COMPUTER ERROR" when the missed inventorying our largest item - our bed plus a whole room where the fire was - they recognized the issue of my time and compensated me for it. Now when I have spent even more time they are saying they will not even after the precedent was set that my time is of value. This does not even include the back and forth with them over the last month and the headaches and inconveniences we have had to go through having to deal with them.
I am not happy with the resolution until all items are handled and we are compensated accordingly. If that does not happen I would like to get an arbitrator involved and I would like compensated for that time as well. I do not feel like we should have had to deal with all of this.
Thank you for your time.
Respectfully,
[redacted]
Final Business Response /* (4000, 11, 2016/02/04) */
Our response is attached
===========================================
(Revdex.com - converted from original document. See file.)
1/27/16
Revdex.com Case# [redacted]
2nd Response
1) Addressed and Complete. However, the client would like to continue the conversation. Therefore, we will also. The insurance company truly is a very good insurance company. The insurance paid for the couch because it could not withstand the cleaning process. The adjuster certainly would not pay for the couch if it was damaged by the Contractor the Contractor would be required to pay for it. Carrara cleaned the couch using industry standards and industry protocols
2) Addressed and Complete.
3) The appointment occurred on February 1st as scheduled with the client. See second portion of number 9 for Carrara's response on client's time.
4) The appointment occurred on February 1st as scheduled
5) Same response as last time: We are happy to review it we will take care of it if we damaged it. Baby Crib: Steve B[redacted] from Carrara and Mr. [redacted] reviewed the project at the home following this Revdex.com complaint. The item was not discussed because it is evidently not an issue at this time. If it is an issue we are happy to address it.
6) The appointment occurred on February 1st.
7) Issue withdrawn by the client.
8) Addressed and Complete
9) Addressed and Complete
- Again, we disagree with 1st floor wall damage. 2nd floor wall damage is a new revelation if Carrara damaged walls on the second floor we will look into it and address it.
Carrara warranties its work and will always correct any issues with its work as we have throughout this process. Carrara does so because it is part of who we are as a company and we live to our obligation within our contracts. However, reimbursing clients is not something we do for many reasons, some of which are as follows: it is not practical, it is not reasonable, and it is our practice to the complete the work to the highest standards. Carrara will not reimburse the client per our contract and policy nor would we expect the client to pay us for their delays or extra needs of our time. That includes postings and answers to the Revdex.com, Yelp, or Facebook regarding this project, as they all help to keep us accountable to the values which our company was founded.
Respectfully,
Jason D[redacted]
Vice President
Carrara Companies
Final Consumer Response /* (4200, 14, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel like we are getting closer but disagree with the statement that they do not reimburse customers is not the truth - as I have documentation that they had already done exactly what he is saying in this statement that they never do. I have documentation in writing from Cararra that they do that and now in this statement he claims they do not. I am also very confused because this is the 3rd person from Carrara involved so I am unsure how the stories can be straight with so many people telling me so many things. I would like to have a mediator involved to look at the documentation, pictures, and correspondence. I have several months of correspondence that showcase the flip flopping and dishonesty from Cararra and would be happy to bring it all for review. In multiple formats from emails, to texts, to inaccurate responses from the Managing Partner on Yelp it displays a clear pattern of what I see as dishonesty. A great example is that the comapny has "revelations" about the damage that they cause when the impacted family can produce pictures. Very interesting for sure! They damaged both walls and should repair both. Unfortunately I can only take pictures on so many of my floors as there is only 1 of me and 3 of their employees damaging our items and home.
1) Again - this is being replaced by insurance non issue.
2) Addressed and Completed
3) We were finally able to get the woodworking guy out - he said if we didnt hear from him by yesterday then it was on Carrara not approving the work - we have not had any work done nor have we heard back on when this would be finished - its NOT COMPLETE (Again incomplete information from Carrara and DISHONESTY)
4) NOT COMPLETE - Again the gentleman said he had to have approved by Carrara and it should have been (by yesterday - No word back and no completed work. (Again incomplete information from Carrara and DISHONESTY)
5) Again - there is an issue and I will take pictures to show so this can be handled - I would like the safety piece replaced if it can be replaced - if not I would like a new crib with safety bumper attached. I will send pic to Steve and he can research the part.
6) Again this is not the truth - He inspected the items and said he needed approval from Carrara to do the work and did not do anything and again we have not heard back in the time frame we were given AGAIN!!! He was very clear with us and let us know on no uncertain terms that if there was a delay it was on Carrara.
7) Non Issue
8) Not Complete - again this is not the case - We have not received any check from Carrara - if that is the case please showcase a cashed check from you to us in the amount of $60??????
9) Non Issue
There was also a table that Steve took pictures of that he agreed to have fixed - its not mentioned in here and I added it to the claim - it was reviewed with the Carrara employee - he acknowledged and the wood worker came out and let us know that the damage is congruent with heavy things placed on or against it - the table is actually cracked and will need replaced.
For me to feel this is resolved - I would like my items really fixed not sending someone out to look and then do nothing while we wait for weeks. I would like the crib fixed, the walls fixed, the table replaced since the top is cracked and I would like reimbursed for my time just like I was when I had to go back through our inventory list when you missed inventorying a room and our largest item (our bed). This is documented in previous conversations and now that Carrara has made more mistakes they all of a sudden NEVER do that.....
I would like to request an arbitrator on this as after 2 rounds of back and forth we got close but we have the majority of items unresolved - I hear that they are going to do things but our items are not fixed and yet they are coming back on this Revdex.com complaint that is resolved ????? How can this be? I event have the Managing Partner Justin on a Yelp Screenshot days ago saying that he has already paid for this and the work is done - that is not the case - I am happy to have anyone over to see that the items are in the exact same condition that they were in when I sent the complaint. Carrara in my opinion has not done what is reasonable nor have they been honest in the process and I can showcase this clearly with all of the documentation that I have and would love that opportunity. I could not be more unhappy with this company and their lack of attention to my issues along with the consisting back tracking and dishonesty.
The response is attached ---------------------------------(See file for original document.) We are sorry that the client is unhappy with the results, however, Carrara performed a great service for the [redacted]’sThe [redacted]’s unfortunately are either not clear on what happened or are...
disingenuous on what happened. Carrara did not want to take on the project after meeting the client, however the [redacted]’s pastor and adjuster did everything they could to persuade us. In the interest in helping we took on the project, however, because of the communication concerns we knew we would have we required payment up front. As we expected the project was more than difficult mostly because of the communication challenges with the [redacted]’s. To be clear Carrara Associates in no way shape or form stole, damaged, destroyed or threw out personal possessions of the [redacted]’s other than the items that were agreed were non salvageable and required disposal. The [redacted]’s seem to continue to be confused regarding non salvageable items in their home. All non salvageable items the [redacted]’s have been in fact reimbursed by their insurance carrier. Also in no way did Carrara Associates Yell, Curse, Harass or Threaten the [redacted]’s. In addition, Justin S[redacted] in no way shape or formed indicated that a refund was coming back. Carrara performed all kinds of services for free with no consideration or expectation of payment in the interest in helping the [redacted]’s because of their circumstance. In addition, two months after the job was completed the [redacted]’s called there insurance carrier to complain about the service. Mrs. [redacted] and Mr. S[redacted] had a phone meeting with the Insurance carrier. They did a full investigation including reviewing the project and all related documents. The insurance carrier also agreed that Carrara fulfilled our contractual obligations and the services were completed more than satisfactory. The insurance carrier also made a point of thanking Carrara for all the extra services we provided outside the scope of our work. During the entire course of the project Carrara performed successfully and professionally. Respectfully, Carrara
Initial Business Response /* (1000, 10, 2015/11/05) */
The client indicated they were going to rescind the compliant. If they do not do so in the next week please let me know.
thanks
Justin
Initial Consumer Rebuttal /* (3000, 13, 2015/11/15) */
(The consumer indicated he/she DID NOT...
accept the response from the business.)
Never said would rescind. Asked by company to rescind, to which I responded that I just wanted the work completed. Work has finally been completed.Disappointed took too long. Wouldn't use again or recommend this company.
Final Consumer Response /* (2000, 14, 2015/11/16) */