Carter Lumber

I will provide an update, after we have made contact with customerThank you,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that if they make contact with me, I will accept their calls/options The company did make contact with us and left a message stating that previous job manager(s) failed to complete the job as well as failed to turn it over to new managers The company also left a message to send a crew out as well as a manager ( [redacted] ) will setup a time to come to the job site I made contact with [redacted] today, November 12, and left a voice message at two phone numbers he provided (at 9:18am/11:am)I will wait for any phone call and make arrangements for him and his crew to come out I will wait for the business to perform this action and, if it does, will contact Revdex.com and consider this complaint resolved Regards, [redacted]

To Whom It May Concern:I respectfully disagree with Mr**'s response, but instead of going back and forth on disagreements, lets focus on what is factual and on paper We have a contract signed by both parties, which outlines the agreement Mr [redacted] initialed both payments being fully aware that the total fee for the design services is $2, The first payment is retainer and the second payment at the time of the presentation Yes, our designer did not collect because he trusted Mr [redacted] and did not think it would be an issue to collect once the revisions were completed This was obviously a mistake, but not one that supports Mr**'s contention that the balance is not due It was never agreed that the balance will be due only if Mr [redacted] "liked" the plans, which we stand by our statement that he in fact stated he liked them He is now only denying this statement because he does not want to pay what is owed Our contract, which memorializes our agreement is clear on the following points (the Terms and Conditions were also read and initialed by Mr**):"Client understands he/she is hiring Company for its time and services Client's fai**re to accept plans does not release Client from responsibility to pay fees as agreed on this Contract."Further, "If a budget for construction is discussed during the initial design phase, Designer will keep the budget in mind, but there is no guarantee that the budget will be met {Especially when customer, as Mr [redacted] has a long wish list} Fai**re to meet the budget is not considered sufficient grounds for Client to refuse payment for the work performed by Designer."Basically, a fee was agreed upon, both parties signed, the Designer performed the hired services, but has not been fully compensated as agreed Furthermore, Mr [redacted] spoke to our Office Manager over the phone (after she followsince he did not show up on Friday as promised) and he again stated he knew he owed the money Again, we respectfully request, that the balance due of $1,is paid in full *** [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below =============On January 21, 2016, Mr [redacted] entered into a Design Contract with our company to design his project for a total of $2, Mr [redacted] paid the retainer fee of $1,280, leaving a balance of $1, Mr [redacted] provided our designer with a "wish list" of what he wanted incorporated into his design

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

To Whom It May Concern: On January 21, 2016, Mr** entered into a Design Contract with our company to design his project for a total of $2, Mr** paid the retainer fee of $1,280, leaving a balance of $1, Mr** provided our designer with a "wish list" of what he wanted
incorporated into his design On February 27, 2016, our Designer presented the design to Mr** Mr** stated he was happy with the design, but was not happy with the estimate he received to get the work constructed Our designer stated we could va**e engineer and make revisions Mr** agreed, but instead of removing features to lower the price of construction, he continued to add more to the scope of work Although, he was informed that this would increase the price for construction he still wanted to see the revisions on the design Our designer presented additional revisions on March 10th and March 25th He presented placements, features, materials specifications We presented him with layout of softscape and hardscape elements and selected material at our showroom for his projectAll the ideas of a well executed design It was not until Monday April 4th (after all the drafting and designing had been completed and all ideas shared and discussed with Mr**) that Mr** gave our designer the news that Mr** had hired another contractor to build his home improvement project At this time, our designer requested the balance on the Design Contract to be paid since the design had been completed, as well as the requested revisions Mr** stated he did not feel he should pay the balance because he had already hired another contractor We explained that the balance was still due Mr** requested an in person appointment at our office to discuss his balance On April 8th, Mr** came to our office, he reviewed the Design Contract with our Office Manager and Designer Mr** agreed that he owed the money, but he did not want to pay it because he had hired someone else to build the project Mr** was informed that his decision to hire another contractor for the build, does not release him of his liability to pay the remaining balance of the Design Contract Mr** stated that if we did not waive the payment due that he would go to social media and Revdex.com We stated that there was no need to threaten the company since we had only followed our contract and performed the services he hired us for Mr** agreed to make payment via credit card, but later changed his mind and stated he would return to our office the same afternoon with a check Mr** never returned to our office with the check, but instead filed a complaint with the Revdex.com. We respectfully request that Mr** abide by his end of the deal and pay the remaining balance of $1, We honored our end, we can only expect for him to do the same. ***
*** ***

We can appreciate and understand Mrs, ***'s concerns
Our policy is that we do not order any special orders, without payment in full and that was some of the lead time issuesWe did make a change with the salesperson in the middle of the project and we ordered what the
1st salesman had on his selection sheet.cabinets were ordered and installed before customer realized they were wrongto compensate them for the aggravation we gave them an entire kitchen at no chargewe ordered the right kitchen and it was in with in weekthe manufacturer for the motor for the range hood was on backorder and just received this past Fridayfor compensation we had given them an additional to cover any additional costs to themwe have left messages with her different times and did contact her husbandwe are delivering the motor and a replacement door this week to his office per his requestWe apologize for any inconvenience this may have caused

To Whom It May Concern:I respectfully disagree with Mr. **'s response, but instead of going back and forth on disagreements, lets focus on what is factual and on paper.  We have a contract signed by both parties, which outlines the agreement.  Mr. ** initialed both payments being fully aware that the total fee for the design services is $2,560.  The first payment is retainer and the second payment at the time of the presentation.  Yes, our designer did not collect because he trusted Mr. ** and did not think it would be an issue to collect once the revisions were completed.  This was obviously a mistake, but not one that supports Mr. **'s contention that the balance is not due.  It was never agreed that the balance will be due only if Mr. ** "liked" the plans, which we stand by our statement that he in fact stated he liked them.  He is now only denying this statement because he does not want to pay what is owed.  Our contract, which memorializes our agreement is clear on the following points (the Terms and Conditions were also read and initialed by Mr. **):"Client understands he/she is hiring Company for its time and services.  Client's fai**re to accept plans does not release Client from responsibility to pay fees as agreed on this Contract."Further, "If a budget for construction is discussed during the initial design phase, Designer will keep the budget in mind, but there is no guarantee that the budget will be met.  {Especially when customer, as Mr. ** has a long wish list}  Fai**re to meet the budget is not considered sufficient grounds for Client to refuse payment for the work performed by Designer."Basically, a fee was agreed upon, both parties signed, the Designer performed the hired services, but has not been fully compensated as agreed.  Furthermore, Mr. ** spoke to our Office Manager over the phone (after she followed-up since he did not show up on Friday as promised) and he again stated he knew he owed the money.  Again, we respectfully request, that the balance due of $1,280 is paid in full.  [redacted] 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to...

complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It seems we still have different opinions, and I would genuinely hope Revdex.com can step in and help us to achieve a resolution.  
Regards,
[redacted]

I will provide an update, after we have made contact with customer. Thank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
=============On January 21, 2016, Mr. ** entered into a Design Contract with our company to design his project for a total of $2,560.   Mr. ** paid the retainer fee of $1,280, leaving a balance of $1,280.  Mr. ** provided our designer with a "wish list" of what he wanted incorporated into his design.  <<<This is inaccurate. We did not provide the designer a "wish list". It's the other way around; the designer provided us a draft design, with estimate on the total cost and break-down details. (We have screenshots of his design and estimate number to prove it.) Our "wish list" only comes in much later after the first presentation. >>>On February 27, 2016, our Designer presented the design to Mr. **.  Mr. ** stated he was happy with the design, but was not happy with the estimate he received to get the work constructed.  Our designer stated we could va**e engineer and make revisions.  Mr. ** agreed, but instead of removing features to lower the price of construction, he continued to add more to the scope of work.  Although, he was informed that this would increase the price for construction he still wanted to see the revisions on the design.  <<< This is inaccurate. We never stated we were "happy". We stated the cost was too high ($15k higher than the estimate), and asked the designer to re-work the numbers. As an option, we have listed other features to inc**de should the price stay this high. Based on the design contract (drafted by Western Paver), we have to pay the remaining balance at this presentation. But the designer never even mentioned any payment at all, which was in line with his promise of 50% upfront and 50% if we like the design. Should the designer mention we have to pay another $1280, we would have walked away there and then. >>> Our designer presented additional revisions on March 10th and March 25th.  He presented placements, features, materials specifications.  We presented him with layout of softscape and hardscape elements and selected material at our showroom for his project. All the ideas of a well executed design.   It was not until Monday April 4th (after all the drafting and designing had been completed and all ideas shared and discussed with Mr. **) that Mr. ** gave our designer the news that Mr. ** had hired another contractor to build his home improvement project.  At this time, our designer requested the balance on the Design Contract to be paid since the design had been completed, as well as the requested revisions.  Mr. ** stated he did not feel he should pay the balance because he had already hired another contractor.  We explained that the balance was still due.  Mr. ** requested an in person appointment at our office to discuss his balance.  On April 8th, Mr. ** came to our office, he reviewed the Design Contract with our Office Manager and Designer.  Mr. ** agreed that he owed the money, but he did not want to pay it because he had hired someone else to build the project.  Mr. ** was informed that his decision to hire another contractor for the build, does not release him of his liability to pay the remaining balance of the Design Contract.  Mr. ** stated that if we did not waive the payment due that he would go to social media and Revdex.com.   We stated that there was no need to threaten the company since we had only followed our contract and performed the services he hired us for.  Mr. ** agreed to make payment via credit card, but later changed his mind and stated he would return to our office the same afternoon with a check.  Mr. ** never returned to our office with the check, but instead filed a complaint with the Revdex.com. <<<This is inaccurate. I never said "I don't want to pay it because I have hired someone else". I said "I don't want to pay it, because we were under different impressions, and I feel they have been adequately commpensated when I paid the $1280 up-front". We were misled by the designer in believing that the design fee was 50% upfront, and remaining 50% if we like the design and proceed to HOA submission. Of course, the design contract (drafted cleverly by Wester Pavers) says the remaining 50% at first presentation. The fact that the designer never asked for the 2nd payment (until we told him we are not using his design) is in line with this logic. The design contract was written by Wester Paver, and it was cunning in the way that they broke the two payments in half, but essentially you have to pay them full amount no matter what. What is the point of breaking the payment into two then? At which point can the customer back out if they are not happy with the service offered? >>>We respectfully request that Mr. ** abide by his end of the deal and pay the remaining balance of $1,280.  We honored our end, we can only expect for him to do the same. <<<What you have is a bait-and-switch scheme. You offered a low-ball estimate to get us to sign the design contract. And then we are on the hook for the entire amount, even if we decided not to use your design. In any other business, the customer will get a refund if he doesn't like the service / product. In Western Pavers case, the customer will still have to pay even if he doesn't like the service. I'm already paying you $1280, and I'm not asking it back. Is that still not enough??  >>>
Regards,
[redacted]

I am emailing you in response to the letter we received concerning the complaint from [redacted].  A representative from the corporate office contacted the customer and offered him $100.00 compensation for customer satisfaction.  The customer accepted the offer.  If...

you have any questions, please contact me @ 877-586-2374 ext [redacted].  Sincerely, Lynn L[redacted]Customer RelationsCarter Lumber Company601 Tallmadge Road | Kent, OH 44240330.673.6100 ext.[redacted] | 888.708.7003 fax

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that if they make contact with me, I will accept their calls/options.  The...

company did make contact with us and left a message stating that previous  job manager(s) failed to complete the job as well as failed to turn it over to new managers.  The company also left a message to send a crew out as well as a manager ([redacted]) will setup a time to come to the job site.  I made contact with [redacted] today, November 12, 2015 and left a voice message at two phone numbers he provided.  (at 9:18am/11:15 am). I will wait for any phone call and make arrangements for him and his crew to come out.  I will wait for the business to perform this action and, if it does, will contact Revdex.com and consider this complaint resolved.
Regards,
[redacted]

Hello:[redacted] has contacted the customer directly, discussed and rectified the situation.  Customer indicated he would be calling in to Revdex.com to state the same.  Thank you, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]