Cleveland Fencing & Decks + Home Maintenance, LLC

ACS is scheduled to go out to service the customer on November 19thThe office manager contacted the customer and confirmed November 19th with them

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Regards,
*** ***

I apologize for any inconvenience during the installation process. As of today, 9/23/2015 the customer is set up for a final completion of the flooring installation. After the installation has been completed our Customer Care Department will follow up to ensure the installation has been completed to...

their satisfaction.

I apologize for the delayed response on this Revdex.com complaint.  The original installation was done on 01/31/15. The customer call in on 03/13/15 to state that the boards were beginning to separate. A service was scheduled and we did send a different installer than the original as requested by the...

customer. The area of the floor that was of concern to the customer was caused by a installation error on part of the original installer. We decided the best course of action was to replace the flooring and new flooring was ordered. When the second installer was out to fix the original problem on 05/08/15, he noticed the rest of the floor was also beginning to have gaps. New product was ordered for the complete replacement and final installation was done on 06/01/15. I must admit most of the time between the service calls and reinstallation was because of the difficulty in acquiring the product needed for the replacement. In the end, after the replacement was done at no cost to the customer, the customer was compensated for any inconveniences he suffered. Check #[redacted] for $1000.00 was mailed on 06/05/15.

The customer stated a window was broken allegedly by the installers and at the time of the installation there was a refrigerator in front of the window. At the time of the installation-the installation areas were all upstairs; therefore, the installers were never in the area where the window was...

broken. The installers used the livingroom entrance to enter and exit no where near the window. Pictures were taken to inspect damages and determine there is no proof installers broke a window at the customers home; therefore, a denial letter has been sent out to the customer in regards to the claims of a broken window. American Carpet South wished we could of have came up with a better resolution; however, there is no significant proof installers made any site damages the customer is claiming.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Management spoke with [redacted]
She is pleased with her installation. Her only issue is that her condo association fined her because we evidently did not follow the condo’s rules which require all doors to remain closed in the common areas. She told me her association is very strict and fine...

people all the time, Especially when they are moving in/out and having work done to their units. We are reimbursing her for 100 dollar fine. She is very pleased and said she will give us good reviews for our service.

Complaint: [redacted]
I am rejecting this response because:  The tile work is still not correct. An ACS employee...

arrived this morning at 8:30am to fill in the gaps between the tile and the wonderboard with cement along 2 edges of the front entrance area and kitchen entrance so that the tiles don't break when walking or placing something on them which was missed by previous employee. The gentleman used a product other than cement which, after 15 hours, is still very soft. The attached photo shows the product cracking, as well as a hole which was made by my nail as I touched it lightly. This job has now taken place 8 days of 9 different employees at my home which was supposed to be a 2-day job! All 9 employees were given my cell phone number, address, etc. I am absolutely disgusted with ACS.
Regards,
[redacted]

ACS is awaiting to hear word back from the insurance carrier on the status of the current open claim for [redacted]. Once ACS receives a accurate update we will inform [redacted] with the update. The insurance carrier was contacted on 1/24/17.

Final service appointment is being done today 1/25 which will satisfy the customer concerns with the tile installation.

The customer purchased the flooring and installation from a third party; third party vendor which we do installation services for.  
 
The store has been made aware of the customer’s dissatisfaction and inconveniences caused. ACS is currently waiting for [redacted] to instruct on...

the next plan of action. We sincerely apologize. It is not our intention to not meet your expectations; unfortunately there are unforeseen occasions such as this one that did not allow for us to properly complete the installation .

ACS has notified the store to refund the customer on the tile removal as soon as the installation was completed. Management from ACS has already been involved to expedite this matter to refund the customer.

[A default letter is provided here which indicates your acceptance of the business's...

response.  If you wish, you may update it before sending it.]
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. Hopefully [redacted] will respond. I have been trying to get this refund since December!
Regards,
[redacted]

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I will await satisfactory resolution of this issue at the meeting on November 22. If satisfactory resolution is not offered at that time, I will continue to pursue my right to a full replacement or refund. 
Regards,
[redacted]

The matter is being handled by ACS Claims Manager. The customer can forward estimate that shows the cost of repairs to correct the damages and ACS will review. Upon reviewing ACS will decide on how to move forward with compensation of repairs that will be agreeable and satisfied by both parties.

Complaint: [redacted]
I am rejecting this response because:I have submitted the estimate a week ago, and have not heard anything to date. I have tried calling and speaking with different people and I always get told a different answer or that someone will call me back. It has now been almost a month since the installation and this is still not resolved. I have a small child at home and having the tack strips exposed with no resolution has been a huge inconvenience. 
Regards,
[redacted]

ACS Regional Installation manager has spoken with the customer and a inspection appointment has been arranged for November 22nd. At the time of the inspection it will be discussed on the options we are willing to offer to take care of the installation issues with the customer.

American Carpet South Inc. has touched base with the customer in regards to their concerns regarding the order. We have addressed and moved up the installation date for the customer to 11/3/15. [redacted] spoke with the office manager and confirmed the appointment.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] The company canceled the installation set for 9/23 because they needed another part which also had to be ordered. Since then I have been waiting for the part to come in and to reschedule installation. I am not satisfied with the company, however there is a new person handling my complaint whom has been communicating each step of the way. They also contacted the [redacted], where the purchases were made, and put me in touch with the store manager for further follow up. As of now the job is not complete, but hopefully they should be scheduling the completion tomorrow. 
Regards,
[redacted]