Central Kentucky Federal Savings Bank

Wanted to let you know our response on the [redacted] complaintWe believe there was a miscommunication at the time of the sale of her contract and what she purchased ultimately wasn’t what she wantedWe did offer another option to her to get her what she wanted but there was an additional costWe waived our 20% cancellation fee and refunded the difference of her deposit of $1,and consider her project closed

I have reviewed the response offer 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 The company stated that they would waive their 20% cancellation fee and require me to pay for materials ($550.00) and labor on the project ($450.00)I responded to them on 12/12/stating that I would be in agreement to pay the $for materials but only 1/of the labor chargesTotal settlement of this matter would then be $I think that is more than reasonable based on the actual work performed on my roofPhotographs I have taken of my roof show the poor workmanship in preparing the roof to be paintedRegards, [redacted] ***

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI would like to have the Production Manager come to my house to go over the problems I see with the way the roof was installed and make the needed corrections Please call me to set up this appointment.I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

These funds have been mailed by All-In-One Home Solutions to Ms***We expect that she will receive them by January 18th via USPS

This roof was replaced and we had numerous warranty/service calls, all of which were responded to in a timely mannerAgainst our advisement, Mr [redacted] walked on the metal panels several times creating disruption of the newly installed roofOur office finally provided a lifetime craftsmanship warranty, warranting against any future leaks, in addition to the manufacturer's warrantyTo-date, by our records, the roof has not leaked and is in operable conditionWe are happy to send our Production Manager out to speak with Mr [redacted] , push down any nails/staples that may have possibly backed out and review his warranty in detailAll components of the roof (including, but not limited to, underlayment) was installed per manufacturer's specifications per the original contractWe stand behind our code of ethics which includes providing 100% customer satisfaction to all our valued clients and would like to do whatever reasonably possible to appease Mr [redacted] 's concerns

I have reviewed the response offer 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.They say they are working to get an [redacted] engineer here to "verify" the installation of the door in questionIn fact it was me who contacted [redacted] and requested help with this matter but that is the way with this company in trying to twist everything that happens to make it sound like they are trying when they have notYes we would welcome an engineer or anyone else in a position of authority with [redacted] Windows and Doors to come and see what this company has done with and to their quality products but there will be no "verification" of the installation of this doorThe only resolution we will accept as far as this door goes is for them to obtain a new door, that they have not mishandled and messed up, and then to get that new door installed correctly the first timeThis company has screwed up the handling of this whole job from the word go and, although I am sure we shouldn't have, we have agreed to accept most of what they did even though there were many things wrongThey have had ample opportunity to install this door properly and they have failed in each and every attemptThey have had ample opportunity to repair the problems they caused through improper handling and failed installation attempts and they have failed at that alsoI am a firm believer in cooperation and compromise but I have been pushed to my limits on this door and I will not bend any furtherBottom line: New door and proper installation or they will get no more money from us Regards, [redacted]

We have refunded $

I have reviewed the response offer 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 We are in receipt of your undated letter but which we received on 11-10-and afterreviewing this letter and noting what it states I feel compelled to reply.I do not blame you for trying to defend your company and would expect nothing less butto do so by twisting facts and making statements that are less than true serves no usefulpurpose for you or us.You state that after being in contact with the installation specialists at [redacted] that themethods used by All In One Home Solutions align with the manufacturers recommendedmethodsI am sure that they know what should be done and I am sure that they were toldthat is what had been done, but the fact is they weren’t here and did not see what wasbeing done first hand like I didYou say that having a door that is smaller than theopening in which it is to be installed is a common occurrence and that the remedies aresimpleIf that is the case then: Why were the first installers who delivered, and made thefirst attempt at installing, this door not equipped with the knowledge that the door wassmaller than the opening and that adjustments would have to be made? Why were theynot equipped with the proper tools and materials to make those adjustments? They are theones who first made the statement “don’t worry, we’re going to make it work” to usYoumake it sound like that is something I made up, but the fact is that statement was made tous in separate instances by different people on your staff including your productionmanagerSpeaking of your production manager, when he arrived on the scene thefollowing week to address the problems we were having with the door he still was notequipped with the proper knowledge, tools or materials to make these simpleadjustmentsSo after he and another installer worked together on this one door for a totalof around man/hours still left with it less than properly installedThis was even after Ihad offered to use my machines and shop to help them fit the additional frame membersproperly and was totally ignoredSimple adjustments? If they are that simple then whyhas this one door had at least man/hours put into it’s installation and is still not right?You state that “the installed product is not damaged” and yet that is after you havestated actions that need to be taken and parts that need to be replaced to remedy theproblems we are seeingIf the door is not damaged then why do parts need to be replacedto make it right? More importantly why, when your people left the last time were we nottold that the door wasn’t quite right and there were parts that needed to be replaced tomake it so? Instead we were told that it was as good as it could be made.You also state that you have attempted to coordinate a mutually agreeable time for yourpeople to come and make these adjustments (i.e.: repairs) and that we have denied youaccessI did say to your general manager, on the phone, that we were not interested inhaving your production manager come back to make the repairsI said this because hehad already been here and had already spent many hours working on the door and hadnot succeeded in making it rightThere seemed to be no point in having him return as wehad no reason to think he could succeed this time eitherI suppose that with enoughtwisting applied that could be seen as denying access but in fact that was not theintended meaning at allWe will work with you in every reasonable way to allow youaccess to replace this door but I need to be convinced that whoever will be doing thework will be equipped with the proper knowledge, training, tools, materials andequipment to do the job right because otherwise we would just be wasting more of ourtime.You reference your “Limited Lifetime Warranty” which does state that the product willbe repaired or, at your companies sole option, replacedHowever you make no mentionof, or exception for, any damage caused by the mishandling of the product by yourcompanyThis door has been installed, removed and re-installed at least or times sofar and done incorrectly at least or times so far, including one time that involved agood bit of beating, shoving and pryingThis reminds me of the old line about thegovernment way of doing things, “If it ain’t broke, fix it until it is.” In my opinion yourpeople have succeeded in doing just that.You also state that we have “conveyed acceptance” of the other products andinstallation thereof that are part of this contract and that is trueHowever you make nomention of the fact that in several instances that acceptance was only given veryreluctantly because the products in question had been specified incorrectly, measured forincorrectly and to some extent installed incorrectly and in a rather sloppy mannerThefact is that we have “bent over backwards” in trying to cooperate with your company andhave accepted things which we probably never should have just to keep from causingproblemsHow convenient it must be that you can take advantage of all of thecooperation and acceptance from us concerning this job but then refuse to cooperate andwork with us on the one thing we cannot accept.You then go on to, in effect, demand that we make payment of the final amount duewhich the contract states is due “on substantial completion” of the jobI suppose that thisjob could be seen as substantially complete but only because we have been willing toaccept many things that were done incorrectlyWithholding the final payment is one ofthe few options, and the only really meaningful one, open to me to try to obtain yourcooperation in fixing these remaining problemsThe contract also states that I have theright to withhold payment for any “minor” item that is not completedThere is notanything “minor” about this door to us but I don’t think anyone would deny us the rightto withhold payment for it until it is completed to our satisfactionSince I was neverprovided any sort of itemized statement of the costs for this contract I have no way ofknowing what the cost of this door is and therefore have no choice but to withhold thefinal payment in it’s entirety until this door is replaced and installed the way it should be.The final paragraph of your letter states, again, that we have denied you access to returnand correct the problemsAs stated before that is a bunch of malarkey and your crew iswelcome to return almost anytime they wishAll I need is to be convinced and assuredthat whoever returns will be equipped with the proper training, knowledge, tools,materials and equipment to do the job correctly on the first attemptGiven what I haveseen so far that is something that I will believe only when I see it.You then proceed to threaten us with legal action if we do not comply with yourdemands for paymentI know that neither you nor we wish to see this end up in court andwe both know that would not serve either of our interests wellThe far better optionwould be to work it out between us in a fair and equitable manner but if you prefer tothreaten customers with legal action then know that we are prepared to fight with everytool at our disposal.Thanks - [redacted] / [redacted] ** [redacted]

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I signed the Mutual Rescission and Release Agreement on December 20, and am waiting on the the remainder of those funds to be disbursed to me
*** ***

Mr*** complaint is actively being handledWe are in touch with the manufacturer of the door he purchased to see if we can arrange an engineer on sight to verify the installation for the door for Mr ***.*** ***General Manager

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Our complaint against All In One Home Solutions is finally nearing a resolution but that is only because we took it upon ourselves to pursue help from another sourceThey never showed any willingness to help rectify the situation they had caused through their ineptitude and mishandling of our total job.We pursued and received the help we needed from the *** by *** CompanyThey were so concerned about our satisfaction with the product they manufactured that they were willing to send their technical service representative half way across the state to work on and correct the problems with this door that All In One had caused through their botched installation attemptsThis man worked for about two and a half hours replacing parts and correcting the many things that were wrong after All In One had spent at least man/hours screwing it upWatching him work was actually a pleasure because he obviously knew what he was doing unlike the people from All In One who had appeared to be totally cluelessAfter he finished we had a door that we can be happy with because it now works the way it should have from the start.We intend to ask All In One Home Solutions to extend a discount to us as a way of helping make up for their mishandling of this job from start to finishIf they agree to do that then we will see that they are paid the remaining money that they are owed and will wash our hands of them for goodSatisfactory resolution? Not really but probably the best we can hope for

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI received the final check in the amount of $this morning and consider this complaint resolved
Regards,
*** ***

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Still waiting on fundsThey have not been received to date
Regards,
*** ***

The check was mailed out on 1/8.

This roof was replaced 2014 and we had numerous warranty/service calls, all of which were responded to in a timely manner. Against our advisement, Mr. [redacted] walked on the metal panels several times creating disruption of the newly installed roof. Our office finally provided a lifetime craftsmanship...

warranty, warranting against any future leaks, in addition to the manufacturer's warranty. To-date, by our records, the roof has not leaked and is in operable condition. We are happy to send our Production Manager out to speak with Mr. [redacted], push down any nails/staples that may have possibly backed out and review his warranty in detail. All components of the roof (including, but not limited to, underlayment) was installed per manufacturer's specifications per the original contract. We stand behind our code of ethics which includes providing 100% customer satisfaction to all our valued clients and would like to do whatever reasonably possible to appease Mr. [redacted]'s concerns.

I have reviewed the response offer 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.
We are in receipt of your undated letter but which we received on 11-10-2017 and afterreviewing this letter and noting what it states I feel compelled to reply.I do not blame you for trying to defend your company and would expect nothing less butto do so by twisting facts and making statements that are less than true serves no usefulpurpose for you or us.You state that after being in contact with the installation specialists at [redacted] that themethods used by All In One Home Solutions align with the manufacturers recommendedmethods. I am sure that they know what should be done and I am sure that they were toldthat is what had been done, but the fact is they weren’t here and did not see what wasbeing done first hand like I did. You say that having a door that is smaller than theopening in which it is to be installed is a common occurrence and that the remedies aresimple. If that is the case then: Why were the first installers who delivered, and made thefirst attempt at installing, this door not equipped with the knowledge that the door wassmaller than the opening and that adjustments would have to be made? Why were theynot equipped with the proper tools and materials to make those adjustments? They are theones who first made the statement “don’t worry, we’re going to make it work” to us. Youmake it sound like that is something I made up, but the fact is that statement was made tous in 3 separate instances by 3 different people on your staff including your productionmanager. Speaking of your production manager, when he arrived on the scene thefollowing week to address the problems we were having with the door he still was notequipped with the proper knowledge, tools or materials to make these simpleadjustments. So after he and another installer worked together on this one door for a totalof around 16 man/hours still left with it less than properly installed. This was even after Ihad offered to use my machines and shop to help them fit the additional frame membersproperly and was totally ignored. Simple adjustments? If they are that simple then whyhas this one door had at least 20 man/hours put into it’s installation and is still not right?You state that “the installed product is not damaged” and yet that is after you havestated actions that need to be taken and parts that need to be replaced to remedy theproblems we are seeing. If the door is not damaged then why do parts need to be replacedto make it right? More importantly why, when your people left the last time were we nottold that the door wasn’t quite right and there were parts that needed to be replaced tomake it so? Instead we were told that it was as good as it could be made.You also state that you have attempted to coordinate a mutually agreeable time for yourpeople to come and make these adjustments (i.e.: repairs) and that we have denied youaccess. I did say to your general manager, on the phone, that we were not interested inhaving your production manager come back to make the repairs. I said this because hehad already been here and had already spent many hours working on the door and hadnot succeeded in making it right. There seemed to be no point in having him return as wehad no reason to think he could succeed this time either. I suppose that with enoughtwisting applied that could be seen as denying access but in fact that was not theintended meaning at all. We will work with you in every reasonable way to allow youaccess to replace this door but I need to be convinced that whoever will be doing thework will be equipped with the proper knowledge, training, tools, materials andequipment to do the job right because otherwise we would just be wasting more of ourtime.You reference your “Limited Lifetime Warranty” which does state that the product willbe repaired or, at your companies sole option, replaced. However you make no mentionof, or exception for, any damage caused by the mishandling of the product by yourcompany. This door has been installed, removed and re-installed at least 4 or 5 times sofar and done incorrectly at least 4 or 5 times so far, including one time that involved agood bit of beating, shoving and prying. This reminds me of the old line about thegovernment way of doing things, “If it ain’t broke, fix it until it is.” In my opinion yourpeople have succeeded in doing just that.You also state that we have “conveyed acceptance” of the other products andinstallation thereof that are part of this contract and that is true. However you make nomention of the fact that in several instances that acceptance was only given veryreluctantly because the products in question had been specified incorrectly, measured forincorrectly and to some extent installed incorrectly and in a rather sloppy manner. Thefact is that we have “bent over backwards” in trying to cooperate with your company andhave accepted things which we probably never should have just to keep from causingproblems. How convenient it must be that you can take advantage of all of thecooperation and acceptance from us concerning this job but then refuse to cooperate andwork with us on the one thing we cannot accept.You then go on to, in effect, demand that we make payment of the final amount duewhich the contract states is due “on substantial completion” of the job. I suppose that thisjob could be seen as substantially complete but only because we have been willing toaccept many things that were done incorrectly. Withholding the final payment is one ofthe few options, and the only really meaningful one, open to me to try to obtain yourcooperation in fixing these remaining problems. The contract also states that I have theright to withhold payment for any “minor” item that is not completed. There is notanything “minor” about this door to us but I don’t think anyone would deny us the rightto withhold payment for it until it is completed to our satisfaction. Since I was neverprovided any sort of itemized statement of the costs for this contract I have no way ofknowing what the cost of this door is and therefore have no choice but to withhold thefinal payment in it’s entirety until this door is replaced and installed the way it should be.The final paragraph of your letter states, again, that we have denied you access to returnand correct the problems. As stated before that is a bunch of malarkey and your crew iswelcome to return almost anytime they wish. All I need is to be convinced and assuredthat whoever returns will be equipped with the proper training, knowledge, tools,materials and equipment to do the job correctly on the first attempt. Given what I haveseen so far that is something that I will believe only when I see it.You then proceed to threaten us with legal action if we do not comply with yourdemands for payment. I know that neither you nor we wish to see this end up in court andwe both know that would not serve either of our interests well. The far better optionwould be to work it out between us in a fair and equitable manner but if you prefer tothreaten customers with legal action then know that we are prepared to fight with everytool at our disposal.Thanks -[redacted] / [redacted]

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 would like to have the Production Manager come to my house to go over the problems I see with the way the roof was installed and make the needed corrections.  Please call me to set up this appointment.I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

These funds have been mailed by All-In-One Home Solutions to Ms. [redacted]. We expect that she will receive them by January 18th via USPS.

I have reviewed the response offer 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.
The company stated that they would waive their 20% cancellation fee and require me to pay for materials ($550.00) and labor on the project ($450.00). I responded to them on 12/12/2017 stating that I would be in agreement to pay the $550.00 for materials but only 1/2 of the labor charges. Total settlement of this matter would then be $775.00. I think that is more than reasonable based on the actual work performed on my roof. Photographs I have taken of my roof show the poor workmanship in preparing the roof to be painted. Regards,
[redacted]

We have refunded $775