Chimney & Masonry Outfitters

I hope this message finds you well - I am the Homeowner Relations & Communications manager here at Chimney & Masonry Outfitters and I received your letter of notice informing us of the complaint filed by Mr*** ***
I am having a hard time figuring out how best to reply to this as
he has included so much detail regarding his frustration with Chimney & Masonry Outfitters
I read through the "Customer's Statement of the Problem" and I suppose I can begin there, but I really just want to be factual here as we are not here to complain about Mr. *** or badmouth our Homeowner in any sense of the term
CMO provided an original quote for our Homeowner, and this work was agreed upon by the Homeowner
CMO Production arrived to perform the work but after reassessing it was discussed and agreed upon that more "invasive" or "extensive" work would be better suited to fully repair the chimney's masonry
During the process of the restoration work the Homeowner's lawn was damaged due to irresponsible handling of the bricks (being thrown down to the Homeowner's lawn - yea, not our greatest moment)
This issue was brought to our attention and was resolved - CMO sent an Outfitter out to the Homeowner's property to spread new grass seed (and the lawn has grown back to full green - yea, it's fine)
During the process of completing the work (all masonry companies utilize an acidic wash/rinse to clean the masonry repair), our Outfitters utilized the acidic treatment on the completed masonry work and the concrete areas near the masonry work
Due to the acidic treatment the aggregate concrete was profiled by the acid - this became a large concern for the Homeowner as the area which was treated differed in sheen from the other areas of the concrete
CMO sent an Outfitter out to attempt to clean the concrete sealant multiple times
After discussing the concern with the Homeowner, CMO took the initiative to contact the company that originally serviced the Homeowner (in regards to the concrete)
*** *** Concrete, (spoke directly with owner), said there was not any treatment or action that could be taken to damage the aggregate's sealant
Our Homeowner also contacted other industry professionals to seek their advice regarding the affect of the acid treatment on the aggregate sealant
The Industry professional stated, "Yes, it is a possibility the acid has profiled the concrete. Not all sealers provide great acid resistance, plus this was a year ago which means the sealer has worn over that time allowing the acid to react with the concrete. Acid will react vigorously with any cement based product. That is why it is used to clean up mortar on brick and block work. It also etches concrete.
The pictures show some mild etching, but nothing that I would call serious. Over time these should even out."
At this point CMO informed the Homeowner that due to the multiple responses from multiple industry professionals that, while the acid treatment had an effect on the sealant, it was going to continue to even out with all of the rest of the sealant (which led to an assumed resolved status for this concern)
The work which was agreed to between the Homeowner and CMO was completed in full
During this entire process the Homeowner made many requests to meet with the Owner of our company
Due to the availability (really, lack thereof), our Owner did not have the capacity at that time to meet with the Homeowner
It is still the intention of the owner of CMO to meet with this Homeowner, but time has not yet allow
I hope this helps! Please don't hesitate to reach out with any questions or concerns regarding!
All the best,
*** ***
Homeowner Relations & Communications

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

Revdex.com:
As stated in the previous response - it has been the intention of the Owner of CMO and Mr. *** to visit the property of the respected Homeowner to assess the complaint - with no guarantees of any further actionUnfortunately time has not allowed
Mr*** and Mr. *** are scheduled to visit the property, of the respected Homeowner, Wednesday, October 29, at 11:30AM
Thanks,

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.
Not much to add to this conversation. I would suggest that Mr. [redacted] make a personal inspection of my property for a truly informed assessment of my complaint. None of the experts weighing in on this subject have actually viewed my concerns in person. They have certainly not done so in my presence. All opinions have been derived from low resolution digital images. While I do not dispute that these surfaces may even out in time - for even the mightiest of mountains is eventually worn down by time, wind, water, ice, and snow - there is little likelihood that this will take place in a reasonable length of time to satisfy me. 
Perhaps the company owner and Mr. [redacted] could take a road trip together for a good look at my steps and sidewalk - and to speak with me in person. Their office is a mere 1.1 miles from my house. Additionally, the owner lives only .4 miles from me.
Finally, I would advise any potential customers to consider the fact that a company owner has yet to contact a customer with a complaint. This is something I truly cannot fathom.
Regards,
[redacted]

Hello,An email was sent to our Homeowner in response to the complaint filed. Correspondence has been had between CMO's Receptionist and the Homeowner. CMO's Receptionist has advised the Homeowner to reach out to AmazonLocal for the refund as the deal was originally purchased there, and has requested...

CMO's Outfitter, [redacted], to reach out to the respected Homeowner. [redacted] sent the following email in response to this complaint as it was forwarded to him:I wanted to email you in regards to the recent complaint filed with the Revdex.com. First, I want to apologize for any miscommunication that we may have had on our appointment on December 2, 2014. Upon inspection, I informed you that you did not need a sweep and that I had also found that the stainless steel liner had not been properly installed. To properly install a stainless still liner system, a process called "parging" is required to properly seal the smoke chamber and attach the liner to the smoke chamber. This was not done on your smoke chamber. There was also no connector piece that properly connects the liner to the smoke chamber. After I explained this to you, I asked if you wanted to me to sweep the chimney as is or if you would like to hold onto it for use once repairs had been made. You elected to hold onto the deal and I sent out the requisite proposal. A couple weeks or so after that, I believe I called to follow up with you about getting the proposed work completed. You informed me that you were waiting on a couple of to other companies to come out and would contact me once you heard from them. That is the last, until this complaint, that I/CMO has heard from you. If you would like, I would be willing to come out and perform a video inspection to show you exactly what I am talking about and show you the video so you can see for yourself. We value our homeowner and never want to leave any homeowner unsatisfied with our service and products. Please let me know how you would like proceed. We appreciate your time and looking forward to working with you!