Clothes Wearhouse

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... BBB 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 BBB, 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 BBB 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 BBB 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 BBB 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 BBB 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 and/or response 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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***We feel that this does not resolve the issue for the following reasons: The response from *** *** is accurateHowever, the response from Mitchell Homes is notWe supplied Mitchell with the AOSE report & Health Department approval in August of The layout of the drain field and placement of the septic tank never changedWe were contacted by *** *** on 9/15/and advised that the house needed to be moved feetMitchell Homes informed us that they do not do septic tanks and that it would be our responsibilityWe contacted *** *** *** to install the septic tankWe did not choose to contract well and septic outside of the Mitchell contract, they are the ones that supplied us with the list of company's they work with to install septic tanksMitchell acknowledges that they had the AOSE paperwork and plumbed according to the original filesThey acknowledge that the house was moved however it appears that they did not take it into consideration when they put the stub out in initiallyThey said it was missed, certainly not by usTherefore we don't understand why Mitchell want to split the costWe feel that this cost should be absorbed by Mitchell Homes

We are sorry that this happened, but do not feel that this is within the responsibility of our according to what has actually happenedThis is unfortunate, and we will split this cost with Mr***Here is the explanation from the surveyor:"We had gone out and met Mr*** on his siteHe
showed me where he wanted the house and we located his marks that he set with us when we were out there, along with the (2) drainfield flags that could be foundAfter getting back to the office and processing his fileWe computed his house plans and set the house on the location he wantedThe old set of plans provided had the drainfiled up front, after sending it to Mitchell homes they emailed and told me the drainfield was in the back and sent me the AOSE paperwork which showed this and matched the field located flagsOnce this was done we had to move the houseMr*** was called by me on the around 9/15/and told and explained to why the house had to be moved as it sat inside the new drainfield locationHe understood and I sent the revised plat to Mitchell homes and they forwarded the plat on to him for reviewWe then staked the new location out for the footers to be dug and then went back and brick pointed themThis was done on 9/and then brick points on 10/9.Over a month later Mr*** called me about his house location again asking about the stub out for the plumbing, because of where they were stubbing out the plumbingI told him that we had nothing to do with where the plumbing was stubbed outHe then asked about the house location again and why it was placed thereI again explained to him that we had to move the house because it was in the drainfieldGoing over his set backs that the county stipulates based on the zoning of his property which limited where we can move the houseHe completely understood and said he remembered having this conversation before with me about the house movingHe then asked about the plumbing again and I informed him that we do not have anything to do with the plumbing and nothing to do with where they stub out his pipes , I suggested he contact his AOSE as he designed the drainfield and septic systemMr*** told me thank you for my time and he was sorry for bothering me and he was going to contact the AOSEI told him it was no bother and if he had any other questions that pertained to the house location or the property to let me know."Because we build on our customer's land, we are many times unaware of septic and drain field locations until very late in the processThis customer chose to contract well and septic outside of the Mitchell Homes contractThe plumbing stub out was located and plumbed according to what we had in our file (based on the soil scientist AOSE paperwork)When the house was moved, it changed this but at that point it was missed and already plumbed. Please know that we understand this is unfortunate, but also that we are trying to offer a fair solution by splitting the cost with youHopefully this is fair and just to you.Thank you for letting us know your concerns! We look forward to building you a beautiful home!

We disagree 100% and vehemently deny any wrongdoing in this situationWe have documented everything applicable to this and according to these records along with the signed Construction Contracts with this customer are extremely confident that we owe nothing and that this is a cost that should be paid for by the customerHowever, given the minor amount of money involved and the desire to resolve this quickly so that we can on to building more new homes will send this customer a check for the difference once they email us with their mailing address

what was going on, so we told him and he said give him a few minutes, then he calls back and said its all taken care ofThen I called the city to find out what the deal was and they said they don't require payment until the work is done!!! Then came the the surveyors to mark the house, I got there
when they did and started watching them and they started marking the house in a completely different location than what had been marked, so after they finished I asked why they had marked it there and they said thats the paperwork they got from Mitchell to put it, so I told them where it was going then they had to call Mitchell and get things sorted out, Mitchell had decided to put the house where they wanted to because it worked better for the garage without consulting usThen comes August still no start on the house and they call us and say they need a certificate of elevation because were in a flood zone, I asked why they were just now finding this out because they had the plot and knew it was in a flood plain since May 23, they had no answer, so I sent in paperwork where I had survey work done and they said they needed more, so I said to go ahead(another *-*k)I spoke to the people that had to do the analysis of the land and hes was on vacation and would get back to us the next week, well then we call next week and find out hes booked for a few weeks and cant do it nowThat was the last straw so we called and told them to cancel the contract were doneNot minslater the president and Vp was on a way with us and said that the firm worked for them and they would get it done and our house would be done in days still before the holidays, so we agreed to continueThen Augwe get an email saying it would be mid Septbefore anything would be done and wouldnt start building til OctWe replied and said it wouldnt work were looking at a Jan, Feb move inSo them we get a $*k bill in the mail for charges we incurredWe have all paperwork to back all this.We understand we incurred some charges but Mitchell homes is accepting no responsibility for any wrongdoing, we had a start date that began in June according to our sales rep, then we would call and it was always more weeks before starting on the house, they knew about the flood plain from the beginning and yet waited til the last minute to figure out what they needed to do, and yet they still hadn't done a soil test to figure out which footers to useSo now they wont release our deed until the bill is paidWe are agreeing to pay $***for title search, recording the deed of trust, appraisal and release of deed, We feel the company should take responsibility for dragging us along for almost months while we held up our end of the contractso needless to say we couldn't build another house because they had our deed to the land, which you have to sign over on day 1, we put too much confidence into our sales rep and believed what he had to say and followed through with nothing

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]