Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I have read the response from the business The project manager did reach out to my husband who told him to reach out to me via text or email, but he never did My husband did not say all was good Anyway, the flooring person did come back to address the issue and gave my husband his card so that we could contact him directly if we needed to He gave no indication that the problem was fully resolved or was only limited to a few areas He seemed to think that he would need to come back.The areas of concern - the countertop and the flooring - have been met with "technical" answers by Alure, which we understand However, these technicalities were never told to us in advance of or during the renovation We were not informed that the countertop would have a seam and offered other options We were not informed of the difficulties installing the flooring and then offered other avenues we could pursue Perhaps a different type of countertop or a different manufacturer would have been more suitable for our needs Accordingly, if the flooring wasn't working, then tell us what's going on and discuss going with a different type of flooring This was part and parcel of the bigger issue of not having a project manager on site daily We paid a premium for an upgraded package and to have a manger who would be on top of the subcontractors Perhaps these issues could have been addressed if the manger were present (telephone conversations are not a substitute for "being there") They were so fast in having us sign the contract - but not so fast in doing the job - it took months for the supposed day renovation due to problems with their subcontractors and material delivery issues In response to MrC [redacted] 's allegation of my personal assault against him - I was forced to deal with him because he is the COO and for no other reason I called and asked to speak with the CEO, but never received a response I called the "complaint" department and was assured a response - never received one despite my phone calls and email I would have rather dealt with anyone else, but could not And I am glad he acknowledges raising his hand to me - because no matter how angry I was - I never raised my hand or acted physically I was loud, but it was his hand that went up - not mine And it was already mid-December, almost a month from the time the job should have been completed I am not satisfied with the renovation I am not confident that they will stand by their work It did not meet my expectations And I will not indicate that "all is good" It is done, thankfully - but not good In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
We have scheduled an appointment with [redacted] and [redacted] for Wednesday the [redacted] of September at 2:pm to address whatever issue and concerns they may haveI will follwith you after the meeting and disclose any new concerns or solutions to any issues that remain.Respectfully,Doug C [redacted] , VPAlure
This is the first time we are seeing this complaint. Prior to this we have scheduled and completed the final plumbing inspection. The electrical inspection was set for today but canceled by the client. We need to complete this inspection before calling for a final building inspection. We will work... to close this out as quickly as possible. [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here]While the company is addressing the "symptoms" of the problem - they are not addressing the problem The underlying sub-floor and/or luan was not properly installed The luan was screwed down and should have been stapled Also, it is quite thin - only 1/inch Therefore, the screws are protruding through the flooring Also, the kitchen floor is lower than the adjacent hallway due to the inadequate thickness of the luan The only way to properly address the issue is to redo the entire floor - however, this means removing the appliances It would affect the height of the refrigerator and the dishwasher, which in turn would affect the countertop and create other issues But this would solve the problem.Another issue is the countertop We have advised the company that the seam in the countertop is quite unsightly and there should never have been a seam to begin with It is not a large countertop and we have been told that it certainly could have been installed in one piece.SoI will acknowledge that they are making an effort - however, I do feel that I want to keep my complaint as the job did not live up to my expectations and I feel that we will have continuing problems and it seems that having a complaint is the only way to get the company to even try to address them.I hope that this response is objective and to the point My initial complaint was not dramatic in any respect as I was trying to indicate what transpired during the supposedly day renovation which has been going on since November * - so we are now into day So, I don't think I need dramatics to prove my point Final answer is my complaint is not resolved at this time Thank you, [redacted] *** In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
In response to [redacted] s latest response, we have addressed the floor issue and according to [redacted] all is goodThe luan substrate that we used is common to the industry, recommended as an underlayment for the type of finished floor we used and does not come in a thicker dimensionIn order to meet the height of surrounding floor it would have required the addition of a third layer of material, extremely thin in nature and not recommended due to waffling between the layersThe luan was stapled in all areas but in the suspect area they were not confident that staples would hold so they added some screwsWe have addressed that issue and hopefully resolved any situation concerning the floor In terms of the countertop, the Demels chose a product called Cambria, which is a countertop material made of quartz compositeThe largest sheet size that they make is 132” x 65.5”The dimension of their counter is 1/8” x 13/16”Both dimensions are larger than the 65.5” maximum sheet sizeTherefore the counter must have a seamI’m not sure who provided them with the information that they do not need a seam but that is not the caseWe explained that to [redacted] at our last visit to the house I would like to address one last issue and that was a personal attack [redacted] made towards me [redacted] writes in her complaint the following: [redacted] Just for clarification: I am years old, 5’11” and perhaps the only imposing thing on me these days is my waistlineTo say she raised her voice makes light of the issueI understood she was angryI understood she was upsetI allowed [redacted] to vent her frustration and disappointment for quite some timeWhen the barrage continued and increased in intensity, I put my hand up in a stop posture and asked her to stop yelling at me [redacted] did ask me to put my hand down and I said I would as soon as you stop attacking meAnd she is correct; her husband did witness it and asked her to calm down as wellThis happened December **, and since that time [redacted] has reached out to me numerous times to be involved in the projectThis part of her complaint came from a time period approxFebruary [redacted] *** almost two months from my initial visitI was flying to San Diego at the time and received no less than four phone calls and numerous emails while travelingI received this email from my office as well [redacted] [redacted] My response to [redacted] has already been posted but here is a part of it pulled from her complaint And this from the COO (copied and pasted): I see you have tried to reach meI am on my way to San DiegoI'm not sure what we have to discussI've seen your email and your yelp postIt seems as if you have chosen your pathAt this point I feel you are unreasonable as we have done everything you have asked only to be faced with more issues each time we come So, here is my response: I have wrongly been portrayed as some type of enforcer, bully or intimidatorI am none of those I do admit that I am baffled that if [redacted] was afraid or “fearful” of me why she would continue to reach out to me for help months after my initial meetingShe could have easily asked that someone else help her or that I no longer be involved in order to insure her safetyPerhaps she wasn’t all that fearfulI have been with this company for nearly yearsWe are not perfect, I am not perfect but I will not personally deal with threats and accusations any longerThis crossed the line and became a personal attack on my character which has been grossly exaggerated to try and help strengthen her position
We realize that the door frame may not be what the customer expected or willing to acceptAt this point, we have spoken to the manufacturer and they have agreed to remake the frame, at their expense, but we need to get the drawings signed off as approved by the customerI have left messages over the last few days and have not received a return callWe cannot move forward with this unless there is an agreement and communication between the partiesI will continue my attempts to reach [redacted] and reach an amicable decisionAlure maintains that our course of action is to replace the frame with one more suitable to the customer, the customer will incur no additional expense above the agreed contract price, the credit of $remains and Alure will collect the final payment that is due under the terms of the original contract Doug C [redacted] , COO
We are aware that they are not closed and said so in our responseWe are required to respond regardless of the statusWe apologize for the original project not being closed out promptlyA plumbing inspection was done and signed offWe attempted the electrical inspection but it was cancelled due to access to the siteWe anticipate, provided we have access and it aligns with the inspectors schedule, to have these completed by the middle of next weekWe will keep everyone posted as to what has been scheduled and accomplished. Doug C***
We had returned several times to source the leak and could not get it to leak during the testsIt was later discovered that the leak was through the shower doors when it was being used during an actual showerThe issue was a faulty design in the doorWe have repaired what was necessary following
the leaks that occurred and ordered a new custom shower door that will be installed shortly
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Alure was hired to complete a bathroom remodel in Summer The work was to be performed by licensed professionals and permits were to be filed with my village building departmentThe job was deemed "complete" by Alure last summerWe recently learned that the necessary inspections were never completed and the permits have not been closed outWe contacted Alure at the beginning of April to ask them to complete the closing out of the permits with the villageAt first we we told that it was our problem to solveMore recently, after filing formal complaints, Alure has contacted the village, but the inspections have not taken place and the permits remain openTen months after being paid in full for a permitted bathroom remodel, the job remains unfinished as a result of Alure's failure to have final village inspections completed and permits closed
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
First let me apologize to [redacted]. We do not cold call anyone. We only make contact with people who have made contact with us. That being said, it is not our policy to repeatedly call someone if they ask us not to. I think that there was a misunderstanding about being taken off the list. We can...
remove or block the person from being called in the computer but additionally we print time focused lists. If one of the lists still has that person as a contact, until a new one is generated, it is possible that they may receive another call. We try to never let that happen but sometimes despite our efforts, it does. Byron may have been trying to explain that to [redacted] and just did a poor job. At this point I was in our system yesterday and there is no record for [redacted], the address or the phone number. Again, my apologies and we will make every effort to not reach out to you again. Douglas C[redacted]COOAlure
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 and the matter has been resolved.
Sincerely,
[redacted]
We have scheduled an appointment with [redacted] and [redacted] for Wednesday the [redacted] of September at 2:15 pm to address whatever issue and concerns they may have. I will follow-up with you after the meeting and disclose any new concerns or solutions to any issues that remain.Respectfully,Doug C[redacted],...
We realize that the door frame may not be what the customer expected or willing to accept. At this point, we have spoken to the manufacturer and they have agreed to remake the frame, at their expense, but we need to get the drawings signed off as approved by the customer. I have left messages over...
the last few days and have not received a return call. We cannot move forward with this unless there is an agreement and communication between the parties. I will continue my attempts to reach [redacted] and reach an amicable decision. Alure maintains that our course of action is to replace the frame with one more suitable to the customer, the customer will incur no additional expense above the agreed contract price, the credit of $200.00 remains and Alure will collect the final payment that is due under the terms of the original contract. Doug C[redacted], COO
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]While the company is addressing the "symptoms" of the problem - they are not addressing the problem. The underlying sub-floor and/or luan was not properly installed. The luan was screwed down and should have been stapled. Also, it is quite thin - only 1/4 inch. Therefore, the screws are protruding through the flooring. Also, the kitchen floor is lower than the adjacent hallway due to the inadequate thickness of the luan. The only way to properly address the issue is to redo the entire floor - however, this means removing the appliances. It would affect the height of the refrigerator and the dishwasher, which in turn would affect the countertop and create other issues. But this would solve the problem.Another issue is the countertop. We have advised the company that the seam in the countertop is quite unsightly and there should never have been a seam to begin with. It is not a large countertop and we have been told that it certainly could have been installed in one piece.So. I will acknowledge that they are making an effort - however, I do feel that I want to keep my complaint as the job did not live up to my expectations and I feel that we will have continuing problems and it seems that having a complaint is the only way to get the company to even try to address them.I hope that this response is objective and to the point. My initial complaint was not dramatic in any respect as I was trying to indicate what transpired during the supposedly 10 day renovation which has been going on since November * - so we are now into day 126. So, I don't think I need dramatics to prove my point. Final answer is my complaint is not resolved at this time. Thank you, [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We have been in contact with the client and working towards a resolution with the floor issue concerning the project. At this time we will not address the personal allegations posted here or anywhere else that have little merit and seem to be for purposes of dramatic effect. Once the project issues...
have been addressed and rectified, you will be duly informed.
WE HAVE BEEN IN CONTACT WITH THE OWNER AND ARE WORKING TOWARDS A SOLUTION TO THE ISSUE. WE OUR ACCEPTING THE CUSTOMERS SOLUTION AND WE WILL COMPLETE THE WORK IN SHORT ORDER. WE WILL KEEP EVERYONE APPRISED OF OUR PROGRESS. DOUG C[redacted]COOALURE
In response to [redacted]s latest response, we have addressed the floor issue and according to [redacted] all is good. The luan substrate that we used is common to the industry, recommended as an underlayment for the type of finished floor we used and does not come in a thicker dimension. In order to meet the height of surrounding floor it would have required the addition of a third layer of material, extremely thin in nature and not recommended due to waffling between the layers. The luan was stapled in all areas but in the suspect area they were not confident that staples would hold so they added some screws. We have addressed that issue and hopefully resolved any situation concerning the floor. In terms of the countertop, the Demels chose a product called Cambria, which is a countertop material made of quartz composite. The largest sheet size that they make is 132” x 65.5”. The dimension of their counter is 73 1/8” x 81 13/16”. Both dimensions are larger than the 65.5” maximum sheet size. Therefore the counter must have a seam. I’m not sure who provided them with the information that they do not need a seam but that is not the case. We explained that to [redacted] at our last visit to the house. I would like to address one last issue and that was a personal attack [redacted] made towards me. [redacted] writes in her complaint the following: [redacted]
Just for clarification: I am 63 years old, 5’11” and perhaps the only imposing thing on me these days is my waistline. To say she raised her voice makes light of the issue. I understood she was angry. I understood she was upset. I allowed [redacted] to vent her frustration and disappointment for quite some time. When the barrage continued and increased in intensity, I put my hand up in a stop posture and asked her to stop yelling at me. [redacted] did ask me to put my hand down and I said I would as soon as you stop attacking me. And she is correct; her husband did witness it and asked her to calm down as well. This happened December **, 2016 and since that time [redacted] has reached out to me numerous times to be involved in the project. This part of her complaint came from a time period approx. February [redacted] almost two months from my initial visit. I was flying to San Diego at the time and received no less than four phone calls and numerous emails while traveling. I received this email from my office as well. [redacted]
[redacted] [redacted]
My response to [redacted] has already been posted but here is a part of it pulled from her complaint. And this from the COO (copied and pasted): I see you have tried to reach me. I am on my way to San Diego. I'm not sure what we have to discuss. I've seen your email and your yelp post. It seems as if you have chosen your path. At this point I feel you are unreasonable as we have done everything you have asked only to be faced with more issues each time we come…….. So, here is my response: I have wrongly been portrayed as some type of enforcer, bully or intimidator. I am none of those. I do admit that I am baffled that if [redacted] was afraid or “fearful” of me why she would continue to reach out to me for help months after my initial meeting. She could have easily asked that someone else help her or that I no longer be involved in order to insure her safety. Perhaps she wasn’t all that fearful. I have been with this company for nearly 23 years. We are not perfect, I am not perfect but I will not personally deal with threats and accusations any longer. This crossed the line and became a personal attack on my character which has been grossly exaggerated to try and help strengthen her position.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: I have read the response from the business. The project manager did reach out to my husband who told him to reach out to me via text or email, but he never did. My husband did not say all was good. Anyway, the flooring person did come back to address the issue and gave my husband his card so that we could contact him directly if we needed to. He gave no indication that the problem was fully resolved or was only limited to a few areas. He seemed to think that he would need to come back.The areas of concern - the countertop and the flooring - have been met with "technical" answers by Alure, which we understand. However, these technicalities were never told to us in advance of or during the renovation. We were not informed that the countertop would have a seam and offered other options. We were not informed of the difficulties installing the flooring and then offered other avenues we could pursue. Perhaps a different type of countertop or a different manufacturer would have been more suitable for our needs. Accordingly, if the flooring wasn't working, then tell us what's going on and discuss going with a different type of flooring. This was part and parcel of the bigger issue of not having a project manager on site daily. We paid a premium for an upgraded package and to have a manger who would be on top of the subcontractors. Perhaps these issues could have been addressed if the manger were present (telephone conversations are not a substitute for "being there"). They were so fast in having us sign the contract - but not so fast in doing the job - it took months for the supposed 10 day renovation due to problems with their subcontractors and material delivery issues. In response to Mr. C[redacted]'s allegation of my personal assault against him - I was forced to deal with him because he is the COO and for no other reason. I called and asked to speak with the CEO, but never received a response. I called the "complaint" department and was assured a response - never received one despite my phone calls and email. I would have rather dealt with anyone else, but could not. And I am glad he acknowledges raising his hand to me - because no matter how angry I was - I never raised my hand or acted physically. I was loud, but it was his hand that went up - not mine. And it was already mid-December, almost a month from the time the job should have been completed. I am not satisfied with the renovation. I am not confident that they will stand by their work. It did not meet my expectations. And I will not indicate that "all is good". It is done, thankfully - but not good.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
This is the first time we are seeing this complaint. Prior to this we have scheduled and completed the final plumbing inspection. The electrical inspection was set for today but canceled by the client. We need to complete this inspection before calling for a final building inspection. We will work...
to close this out as quickly as possible.[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I have read the response from the business The project manager did reach out to my husband who told him to reach out to me via text or email, but he never did My husband did not say all was good Anyway, the flooring person did come back to address the issue and gave my husband his card so that we could contact him directly if we needed to He gave no indication that the problem was fully resolved or was only limited to a few areas He seemed to think that he would need to come back.The areas of concern - the countertop and the flooring - have been met with "technical" answers by Alure, which we understand However, these technicalities were never told to us in advance of or during the renovation We were not informed that the countertop would have a seam and offered other options We were not informed of the difficulties installing the flooring and then offered other avenues we could pursue Perhaps a different type of countertop or a different manufacturer would have been more suitable for our needs Accordingly, if the flooring wasn't working, then tell us what's going on and discuss going with a different type of flooring This was part and parcel of the bigger issue of not having a project manager on site daily We paid a premium for an upgraded package and to have a manger who would be on top of the subcontractors Perhaps these issues could have been addressed if the manger were present (telephone conversations are not a substitute for "being there") They were so fast in having us sign the contract - but not so fast in doing the job - it took months for the supposed day renovation due to problems with their subcontractors and material delivery issues In response to MrC [redacted] 's allegation of my personal assault against him - I was forced to deal with him because he is the COO and for no other reason I called and asked to speak with the CEO, but never received a response I called the "complaint" department and was assured a response - never received one despite my phone calls and email I would have rather dealt with anyone else, but could not And I am glad he acknowledges raising his hand to me - because no matter how angry I was - I never raised my hand or acted physically I was loud, but it was his hand that went up - not mine And it was already mid-December, almost a month from the time the job should have been completed I am not satisfied with the renovation I am not confident that they will stand by their work It did not meet my expectations And I will not indicate that "all is good" It is done, thankfully - but not good In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
We have scheduled an appointment with [redacted] and [redacted] for Wednesday the [redacted] of September at 2:pm to address whatever issue and concerns they may haveI will follwith you after the meeting and disclose any new concerns or solutions to any issues that remain.Respectfully,Doug C [redacted] , VPAlure
This is the first time we are seeing this complaint. Prior to this we have scheduled and completed the final plumbing inspection. The electrical inspection was set for today but canceled by the client. We need to complete this inspection before calling for a final building inspection. We will work... to close this out as quickly as possible. [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here]While the company is addressing the "symptoms" of the problem - they are not addressing the problem The underlying sub-floor and/or luan was not properly installed The luan was screwed down and should have been stapled Also, it is quite thin - only 1/inch Therefore, the screws are protruding through the flooring Also, the kitchen floor is lower than the adjacent hallway due to the inadequate thickness of the luan The only way to properly address the issue is to redo the entire floor - however, this means removing the appliances It would affect the height of the refrigerator and the dishwasher, which in turn would affect the countertop and create other issues But this would solve the problem.Another issue is the countertop We have advised the company that the seam in the countertop is quite unsightly and there should never have been a seam to begin with It is not a large countertop and we have been told that it certainly could have been installed in one piece.SoI will acknowledge that they are making an effort - however, I do feel that I want to keep my complaint as the job did not live up to my expectations and I feel that we will have continuing problems and it seems that having a complaint is the only way to get the company to even try to address them.I hope that this response is objective and to the point My initial complaint was not dramatic in any respect as I was trying to indicate what transpired during the supposedly day renovation which has been going on since November * - so we are now into day So, I don't think I need dramatics to prove my point Final answer is my complaint is not resolved at this time Thank you, [redacted] *** In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
In response to [redacted] s latest response, we have addressed the floor issue and according to [redacted] all is goodThe luan substrate that we used is common to the industry, recommended as an underlayment for the type of finished floor we used and does not come in a thicker dimensionIn order to meet the height of surrounding floor it would have required the addition of a third layer of material, extremely thin in nature and not recommended due to waffling between the layersThe luan was stapled in all areas but in the suspect area they were not confident that staples would hold so they added some screwsWe have addressed that issue and hopefully resolved any situation concerning the floor In terms of the countertop, the Demels chose a product called Cambria, which is a countertop material made of quartz compositeThe largest sheet size that they make is 132” x 65.5”The dimension of their counter is 1/8” x 13/16”Both dimensions are larger than the 65.5” maximum sheet sizeTherefore the counter must have a seamI’m not sure who provided them with the information that they do not need a seam but that is not the caseWe explained that to [redacted] at our last visit to the house I would like to address one last issue and that was a personal attack [redacted] made towards me [redacted] writes in her complaint the following: [redacted] Just for clarification: I am years old, 5’11” and perhaps the only imposing thing on me these days is my waistlineTo say she raised her voice makes light of the issueI understood she was angryI understood she was upsetI allowed [redacted] to vent her frustration and disappointment for quite some timeWhen the barrage continued and increased in intensity, I put my hand up in a stop posture and asked her to stop yelling at me [redacted] did ask me to put my hand down and I said I would as soon as you stop attacking meAnd she is correct; her husband did witness it and asked her to calm down as wellThis happened December **, and since that time [redacted] has reached out to me numerous times to be involved in the projectThis part of her complaint came from a time period approxFebruary [redacted] *** almost two months from my initial visitI was flying to San Diego at the time and received no less than four phone calls and numerous emails while travelingI received this email from my office as well [redacted] [redacted] My response to [redacted] has already been posted but here is a part of it pulled from her complaint And this from the COO (copied and pasted): I see you have tried to reach meI am on my way to San DiegoI'm not sure what we have to discussI've seen your email and your yelp postIt seems as if you have chosen your pathAt this point I feel you are unreasonable as we have done everything you have asked only to be faced with more issues each time we come So, here is my response: I have wrongly been portrayed as some type of enforcer, bully or intimidatorI am none of those I do admit that I am baffled that if [redacted] was afraid or “fearful” of me why she would continue to reach out to me for help months after my initial meetingShe could have easily asked that someone else help her or that I no longer be involved in order to insure her safetyPerhaps she wasn’t all that fearfulI have been with this company for nearly yearsWe are not perfect, I am not perfect but I will not personally deal with threats and accusations any longerThis crossed the line and became a personal attack on my character which has been grossly exaggerated to try and help strengthen her position
We realize that the door frame may not be what the customer expected or willing to acceptAt this point, we have spoken to the manufacturer and they have agreed to remake the frame, at their expense, but we need to get the drawings signed off as approved by the customerI have left messages over the last few days and have not received a return callWe cannot move forward with this unless there is an agreement and communication between the partiesI will continue my attempts to reach [redacted] and reach an amicable decisionAlure maintains that our course of action is to replace the frame with one more suitable to the customer, the customer will incur no additional expense above the agreed contract price, the credit of $remains and Alure will collect the final payment that is due under the terms of the original contract Doug C [redacted] , COO
We are aware that they are not closed and said so in our responseWe are required to respond regardless of the statusWe apologize for the original project not being closed out promptlyA plumbing inspection was done and signed offWe attempted the electrical inspection but it was cancelled due to access to the siteWe anticipate, provided we have access and it aligns with the inspectors schedule, to have these completed by the middle of next weekWe will keep everyone posted as to what has been scheduled and accomplished. Doug C***
We had returned several times to source the leak and could not get it to leak during the testsIt was later discovered that the leak was through the shower doors when it was being used during an actual showerThe issue was a faulty design in the doorWe have repaired what was necessary following
the leaks that occurred and ordered a new custom shower door that will be installed shortly
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Alure was hired to complete a bathroom remodel in Summer The work was to be performed by licensed professionals and permits were to be filed with my village building departmentThe job was deemed "complete" by Alure last summerWe recently learned that the necessary inspections were never completed and the permits have not been closed outWe contacted Alure at the beginning of April to ask them to complete the closing out of the permits with the villageAt first we we told that it was our problem to solveMore recently, after filing formal complaints, Alure has contacted the village, but the inspections have not taken place and the permits remain openTen months after being paid in full for a permitted bathroom remodel, the job remains unfinished as a result of Alure's failure to have final village inspections completed and permits closed
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
First let me apologize to [redacted]. We do not cold call anyone. We only make contact with people who have made contact with us. That being said, it is not our policy to repeatedly call someone if they ask us not to. I think that there was a misunderstanding about being taken off the list. We can...
remove or block the person from being called in the computer but additionally we print time focused lists. If one of the lists still has that person as a contact, until a new one is generated, it is possible that they may receive another call. We try to never let that happen but sometimes despite our efforts, it does. Byron may have been trying to explain that to [redacted] and just did a poor job. At this point I was in our system yesterday and there is no record for [redacted], the address or the phone number. Again, my apologies and we will make every effort to not reach out to you again. Douglas C[redacted]COOAlure
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 and the matter has been resolved.
Sincerely,
[redacted]
We have scheduled an appointment with [redacted] and [redacted] for Wednesday the [redacted] of September at 2:15 pm to address whatever issue and concerns they may have. I will follow-up with you after the meeting and disclose any new concerns or solutions to any issues that remain.Respectfully,Doug C[redacted],...
VPAlure
We realize that the door frame may not be what the customer expected or willing to accept. At this point, we have spoken to the manufacturer and they have agreed to remake the frame, at their expense, but we need to get the drawings signed off as approved by the customer. I have left messages over...
the last few days and have not received a return call. We cannot move forward with this unless there is an agreement and communication between the parties. I will continue my attempts to reach [redacted] and reach an amicable decision. Alure maintains that our course of action is to replace the frame with one more suitable to the customer, the customer will incur no additional expense above the agreed contract price, the credit of $200.00 remains and Alure will collect the final payment that is due under the terms of the original contract. Doug C[redacted], COO
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]While the company is addressing the "symptoms" of the problem - they are not addressing the problem. The underlying sub-floor and/or luan was not properly installed. The luan was screwed down and should have been stapled. Also, it is quite thin - only 1/4 inch. Therefore, the screws are protruding through the flooring. Also, the kitchen floor is lower than the adjacent hallway due to the inadequate thickness of the luan. The only way to properly address the issue is to redo the entire floor - however, this means removing the appliances. It would affect the height of the refrigerator and the dishwasher, which in turn would affect the countertop and create other issues. But this would solve the problem.Another issue is the countertop. We have advised the company that the seam in the countertop is quite unsightly and there should never have been a seam to begin with. It is not a large countertop and we have been told that it certainly could have been installed in one piece.So. I will acknowledge that they are making an effort - however, I do feel that I want to keep my complaint as the job did not live up to my expectations and I feel that we will have continuing problems and it seems that having a complaint is the only way to get the company to even try to address them.I hope that this response is objective and to the point. My initial complaint was not dramatic in any respect as I was trying to indicate what transpired during the supposedly 10 day renovation which has been going on since November * - so we are now into day 126. So, I don't think I need dramatics to prove my point. Final answer is my complaint is not resolved at this time. Thank you, [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We have been in contact with the client and working towards a resolution with the floor issue concerning the project. At this time we will not address the personal allegations posted here or anywhere else that have little merit and seem to be for purposes of dramatic effect. Once the project issues...
have been addressed and rectified, you will be duly informed.
WE HAVE BEEN IN CONTACT WITH THE OWNER AND ARE WORKING TOWARDS A SOLUTION TO THE ISSUE. WE OUR ACCEPTING THE CUSTOMERS SOLUTION AND WE WILL COMPLETE THE WORK IN SHORT ORDER. WE WILL KEEP EVERYONE APPRISED OF OUR PROGRESS. DOUG C[redacted]COOALURE
In response to [redacted]s latest response, we have addressed the floor issue and according to [redacted] all is good. The luan substrate that we used is common to the industry, recommended as an underlayment for the type of finished floor we used and does not come in a thicker dimension. In order to meet the height of surrounding floor it would have required the addition of a third layer of material, extremely thin in nature and not recommended due to waffling between the layers. The luan was stapled in all areas but in the suspect area they were not confident that staples would hold so they added some screws. We have addressed that issue and hopefully resolved any situation concerning the floor. In terms of the countertop, the Demels chose a product called Cambria, which is a countertop material made of quartz composite. The largest sheet size that they make is 132” x 65.5”. The dimension of their counter is 73 1/8” x 81 13/16”. Both dimensions are larger than the 65.5” maximum sheet size. Therefore the counter must have a seam. I’m not sure who provided them with the information that they do not need a seam but that is not the case. We explained that to [redacted] at our last visit to the house. I would like to address one last issue and that was a personal attack [redacted] made towards me. [redacted] writes in her complaint the following: [redacted]
Just for clarification: I am 63 years old, 5’11” and perhaps the only imposing thing on me these days is my waistline. To say she raised her voice makes light of the issue. I understood she was angry. I understood she was upset. I allowed [redacted] to vent her frustration and disappointment for quite some time. When the barrage continued and increased in intensity, I put my hand up in a stop posture and asked her to stop yelling at me. [redacted] did ask me to put my hand down and I said I would as soon as you stop attacking me. And she is correct; her husband did witness it and asked her to calm down as well. This happened December **, 2016 and since that time [redacted] has reached out to me numerous times to be involved in the project. This part of her complaint came from a time period approx. February [redacted] almost two months from my initial visit. I was flying to San Diego at the time and received no less than four phone calls and numerous emails while traveling. I received this email from my office as well. [redacted]
[redacted] [redacted]
My response to [redacted] has already been posted but here is a part of it pulled from her complaint. And this from the COO (copied and pasted): I see you have tried to reach me. I am on my way to San Diego. I'm not sure what we have to discuss. I've seen your email and your yelp post. It seems as if you have chosen your path. At this point I feel you are unreasonable as we have done everything you have asked only to be faced with more issues each time we come…….. So, here is my response: I have wrongly been portrayed as some type of enforcer, bully or intimidator. I am none of those. I do admit that I am baffled that if [redacted] was afraid or “fearful” of me why she would continue to reach out to me for help months after my initial meeting. She could have easily asked that someone else help her or that I no longer be involved in order to insure her safety. Perhaps she wasn’t all that fearful. I have been with this company for nearly 23 years. We are not perfect, I am not perfect but I will not personally deal with threats and accusations any longer. This crossed the line and became a personal attack on my character which has been grossly exaggerated to try and help strengthen her position.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: I have read the response from the business. The project manager did reach out to my husband who told him to reach out to me via text or email, but he never did. My husband did not say all was good. Anyway, the flooring person did come back to address the issue and gave my husband his card so that we could contact him directly if we needed to. He gave no indication that the problem was fully resolved or was only limited to a few areas. He seemed to think that he would need to come back.The areas of concern - the countertop and the flooring - have been met with "technical" answers by Alure, which we understand. However, these technicalities were never told to us in advance of or during the renovation. We were not informed that the countertop would have a seam and offered other options. We were not informed of the difficulties installing the flooring and then offered other avenues we could pursue. Perhaps a different type of countertop or a different manufacturer would have been more suitable for our needs. Accordingly, if the flooring wasn't working, then tell us what's going on and discuss going with a different type of flooring. This was part and parcel of the bigger issue of not having a project manager on site daily. We paid a premium for an upgraded package and to have a manger who would be on top of the subcontractors. Perhaps these issues could have been addressed if the manger were present (telephone conversations are not a substitute for "being there"). They were so fast in having us sign the contract - but not so fast in doing the job - it took months for the supposed 10 day renovation due to problems with their subcontractors and material delivery issues. In response to Mr. C[redacted]'s allegation of my personal assault against him - I was forced to deal with him because he is the COO and for no other reason. I called and asked to speak with the CEO, but never received a response. I called the "complaint" department and was assured a response - never received one despite my phone calls and email. I would have rather dealt with anyone else, but could not. And I am glad he acknowledges raising his hand to me - because no matter how angry I was - I never raised my hand or acted physically. I was loud, but it was his hand that went up - not mine. And it was already mid-December, almost a month from the time the job should have been completed. I am not satisfied with the renovation. I am not confident that they will stand by their work. It did not meet my expectations. And I will not indicate that "all is good". It is done, thankfully - but not good.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
This is the first time we are seeing this complaint. Prior to this we have scheduled and completed the final plumbing inspection. The electrical inspection was set for today but canceled by the client. We need to complete this inspection before calling for a final building inspection. We will work...
to close this out as quickly as possible.[redacted]