The customer contacted Revdex.com and said that after a phone call from the business the day they filed the case they business resolved this case fully by the very next morning and are satisfied with the resolution and the way it was handled by the business.
Revdex.com:
I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]
Dear [redacted] – I received notification yesterday from the Revdex.com that you had filed a complaint against our company. I must say, I was very disappointed and dismayed. We do everything within our power to prevent complaints and have never in 25 years received a complaint through the...
Revdex.com while the house was still under construction. We offer the best customer service and warranty available and we stand behind our work. If there is something not done correctly or something that is in fact incorrect per the contract addendums, we fix it. There is however a process for this and sometimes it doesn’t happen overnight. I want you to know that we are reputable and we do not walk away from issues. We always hold our subcontractors accountable and we try very hard to maintain professional and quality subcontractors. This is not an easy task, but is one we are dedicated to always pursuing. In reviewing your contract alongside your complaint I have noticed the following things: 1. You purchased a cathedral ceiling with a beam “Stained as closely as possible to match the Kitchen Cabinets”. Yet in your complaint to Revdex.com, you indicate that it “has a hole in it and stained wrong color”. I understand the workmanship was bad on the beam and we had already been in contact with and had the trim carpenter scheduled to fix this on 3/2/2016. You indicated in your complaint to Revdex.com that your request to replace it had “been ignored”. Can you please confirm with me so that I may respond accurately with the following information: a. What color was the beam stained? Was it not a “close” match to your kitchen cabinets? b. Was your request in fact ignored and if so, by whom? 2. You indicated in your complaint to Revdex.com that “I have problems with the siding (wrong typed installed and visible plywood evident)”. My understanding is that the siding supplier shipped a straight lap and not a Dutch lap and that when advised that it would be sent back and corrected, you said you wanted to keep it. a. Have I received inaccurate information regarding this issue? Did you not in fact say that you preferred to keep the siding that was delivered? Did we misunderstand what you said? 3. You indicate in your complaint that “The non-primed wood mantel I was promised is actual white particle board.” The Addendum that you signed indicates clearly that you purchased the “Stratford Prefab Mantel” and that it’s to be “primed only.” a. These descriptions in no way represent a wood mantel that in non-primed. I am confused and need more information so I can understand better what was incorrect. Per your signed addendum, we provided exactly what was purchased. We have since agreed to get you a wood mantel that is unfinished at no cost. We are paying for this and not charging you even though you bought a different mantel. Can you explain further why you are complaining about this? 4. Your complaint indicates that “My house has taken 7 months to build and still in progress.” According to the records we keep and the actual job schedule, the home was started 5 months ago on 9/30/15. When you home was originally started, we encountered a subsurface stone so massive in the Earth that the location you selected had to be moved because the rock could not be removed. We have had some very heavy snows along with one of the wettest years on record and your site conditions have been less than ideal from the beginning as was even acknowledged by your local building official. We have done the absolute best we can do to complete your home as quickly as possible given the circumstances. Is your site work complete according to the customer responsibilities section of the construction contract? If so, then we can get you finished very soon. We have been waiting on yoru responsibilities to be completed so that the plumbing cab be trimmed and the home completed. We are at a standstill waiting on you at this point. 5. Your Revdex.com complaint indicates that you’ve notified us of these complaints as follows: a. Talked to Company: 10/1/2015 Talked to Company (2nd): 2/19/2016 Talked to Company (3rd): 11/2/2015 b. The above timeline doesn’t make sense. We began construction on 9/30/15, so your first attempt on 10/1 would be the day after construction commenced. Then the 2nd attempt on 2/19/16 is 3 months AFTER the 3rd attempt indicated as 11/2/15. Can you explain this timeline so that I can understand better? 6. In your regard to additional foundation required due to site conditions over and above the standard (4) courses that are included in your contract, your Revdex.com complaint indicates “I asked several times what this would cost and I was assured it would be within my foundation budge. Then I receive a change order for additional charges. I asked on site and via email. Aaron my project manager stated additional gravel maybe but that should be my budget.” Your loan allowance for foundation was $6,000, and even with your extraordinary site conditions, we were able to limit your additional charges to $6,136. We sent this change order to you on 11/4/15, which was only a few weeks after the foundation as completed. We worked very hard to keep your charges to a minimum and feel strongly that we did our best considering the site conditions present to limit these charges to you. You were not charged for everything that we were charged and we in fact took a loss on this due to the large subsurface stone, need to relocate, and other conditions present. 7. In addition to the above, we assert the following: a. You had obtained your original septic bid and the contractor wanted a $14,000 down payment and you were going to have to pay $6,000 out of her pocket due to the cost being more than could be financed. Even though we weren’t contracted to do your septic, we researched it for you and found you a septic proposal for considerably less with no down payment required, which allowed you to roll it all into your financing. Have I missed anything that needs to be addressed? We want to understand fully your issues so we may improve moving forward. We try hard to make everyone happy and we are very sorry that you feel that you have not been treated fairly. I look forward to your reply. Sincerely, Scott [redacted] SCOTT SLEEME | PRESIDENT | MITCHELL HOMES
The customer contacted Revdex.com and said that after a phone call from the business the day they filed the case they business resolved this case fully by the very next morning and are satisfied with the resolution and the way it was handled by the business.
Revdex.com:
I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]
Dear [redacted] – I received notification yesterday from the Revdex.com that you had filed a complaint against our company. I must say, I was very disappointed and dismayed. We do everything within our power to prevent complaints and have never in 25 years received a complaint through the...
Revdex.com while the house was still under construction. We offer the best customer service and warranty available and we stand behind our work. If there is something not done correctly or something that is in fact incorrect per the contract addendums, we fix it. There is however a process for this and sometimes it doesn’t happen overnight. I want you to know that we are reputable and we do not walk away from issues. We always hold our subcontractors accountable and we try very hard to maintain professional and quality subcontractors. This is not an easy task, but is one we are dedicated to always pursuing. In reviewing your contract alongside your complaint I have noticed the following things: 1. You purchased a cathedral ceiling with a beam “Stained as closely as possible to match the Kitchen Cabinets”. Yet in your complaint to Revdex.com, you indicate that it “has a hole in it and stained wrong color”. I understand the workmanship was bad on the beam and we had already been in contact with and had the trim carpenter scheduled to fix this on 3/2/2016. You indicated in your complaint to Revdex.com that your request to replace it had “been ignored”. Can you please confirm with me so that I may respond accurately with the following information: a. What color was the beam stained? Was it not a “close” match to your kitchen cabinets? b. Was your request in fact ignored and if so, by whom? 2. You indicated in your complaint to Revdex.com that “I have problems with the siding (wrong typed installed and visible plywood evident)”. My understanding is that the siding supplier shipped a straight lap and not a Dutch lap and that when advised that it would be sent back and corrected, you said you wanted to keep it. a. Have I received inaccurate information regarding this issue? Did you not in fact say that you preferred to keep the siding that was delivered? Did we misunderstand what you said? 3. You indicate in your complaint that “The non-primed wood mantel I was promised is actual white particle board.” The Addendum that you signed indicates clearly that you purchased the “Stratford Prefab Mantel” and that it’s to be “primed only.” a. These descriptions in no way represent a wood mantel that in non-primed. I am confused and need more information so I can understand better what was incorrect. Per your signed addendum, we provided exactly what was purchased. We have since agreed to get you a wood mantel that is unfinished at no cost. We are paying for this and not charging you even though you bought a different mantel. Can you explain further why you are complaining about this? 4. Your complaint indicates that “My house has taken 7 months to build and still in progress.” According to the records we keep and the actual job schedule, the home was started 5 months ago on 9/30/15. When you home was originally started, we encountered a subsurface stone so massive in the Earth that the location you selected had to be moved because the rock could not be removed. We have had some very heavy snows along with one of the wettest years on record and your site conditions have been less than ideal from the beginning as was even acknowledged by your local building official. We have done the absolute best we can do to complete your home as quickly as possible given the circumstances. Is your site work complete according to the customer responsibilities section of the construction contract? If so, then we can get you finished very soon. We have been waiting on yoru responsibilities to be completed so that the plumbing cab be trimmed and the home completed. We are at a standstill waiting on you at this point. 5. Your Revdex.com complaint indicates that you’ve notified us of these complaints as follows: a. Talked to Company: 10/1/2015 Talked to Company (2nd): 2/19/2016 Talked to Company (3rd): 11/2/2015 b. The above timeline doesn’t make sense. We began construction on 9/30/15, so your first attempt on 10/1 would be the day after construction commenced. Then the 2nd attempt on 2/19/16 is 3 months AFTER the 3rd attempt indicated as 11/2/15. Can you explain this timeline so that I can understand better? 6. In your regard to additional foundation required due to site conditions over and above the standard (4) courses that are included in your contract, your Revdex.com complaint indicates “I asked several times what this would cost and I was assured it would be within my foundation budge. Then I receive a change order for additional charges. I asked on site and via email. Aaron my project manager stated additional gravel maybe but that should be my budget.” Your loan allowance for foundation was $6,000, and even with your extraordinary site conditions, we were able to limit your additional charges to $6,136. We sent this change order to you on 11/4/15, which was only a few weeks after the foundation as completed. We worked very hard to keep your charges to a minimum and feel strongly that we did our best considering the site conditions present to limit these charges to you. You were not charged for everything that we were charged and we in fact took a loss on this due to the large subsurface stone, need to relocate, and other conditions present. 7. In addition to the above, we assert the following: a. You had obtained your original septic bid and the contractor wanted a $14,000 down payment and you were going to have to pay $6,000 out of her pocket due to the cost being more than could be financed. Even though we weren’t contracted to do your septic, we researched it for you and found you a septic proposal for considerably less with no down payment required, which allowed you to roll it all into your financing. Have I missed anything that needs to be addressed? We want to understand fully your issues so we may improve moving forward. We try hard to make everyone happy and we are very sorry that you feel that you have not been treated fairly. I look forward to your reply. Sincerely, Scott [redacted] SCOTT SLEEME | PRESIDENT | MITCHELL HOMES