Dear **and ***,We apologize for the lack of deposit refund, due to an internal communication error this refund request was never processed in our Accounting Office. We will issue a check this week for your refund, it will be mailed out of our Corporate Office in Capitol
Heights, MD on Thursday, August 20. If you do not receive it by Friday, August please call me, Nicole O***, on my direct line at ###-###-####.Again, very sorry for any inconvenience this oversight has caused you.Thank you,Nicole O***Remodel USA Inc
April 08, 2014Dear *** ***,I am responding to your letter dated March 31, regarding complaint #*** at address: *** * *** ** *** DC ***.Upon receipt of the complaint from *** we received a call the following day from ***
and *** who identified herself as ***'s banker at *** *** spoke with me and gave me permission to speak to *** on her behalf.*** verified that we completed the roof and asked me not to proceed with the financing that we had obtained on behalf of ***She proceeded to tell me that she would send us a check for the work and that she was giving *** the loan from *** *** where *** had her account.We asked *** if there were any problems or issues with the work we had done and she said there were no problems.We received a check for the total contract from *** *** made out to Remodel USA that pays off the account.We really question if *** had written the complaint sent to us due to the following facts:As the complaint ***s that *** could not comprehend the writing/provisions of a contract it is highly unlikely she wrote the complaint.The sales Manager went to ***'s house after *** had been there and modified the contract with her and her son to their satisfaction.We did obtain a work permit for the roof that is available to you upon request.At no time in my conversations with *** or her son was anything said about any insurance company being involved.I am not sure what the desired settlement requested is due to the fact the complaint ***s that it (requires expianation).In closing, please consider this matter satisfiedIn addition, delete this complaint from your records because it is not legitimate.Warm Regards,
I had plenty of issues with attempting to put a sun room on my houseThe issues were all due to town regulations, set backs etcEvery time the folks at Remodel USA were there me and went way beyond to help make sure I was satisfied My room is final done and I couldn't be happier & very satisfied with the quality of the work as well their professionalism
First, allow me to apologize for the extremely late response to your complaint with the Revdex.com, unfortunately, due to a communication mishap, we did not receive your complaint until last weekSecond, I would like to assure you that we are percent to address any
remaining service issues you may be having with your bathroom remodelWe have tried to contact you on several occasions regarding your service needs, unsuccessfullyPlease contact our Production Coordinator, Jesse H***, at ###-###-#### regarding any remaining service issues that you need to have addressedWe do realize that we have made a few staffing changes in the bathroom department recently and that you may be reaching out to an Installation manager who is no longer with us, if you have been making contact attempts such as this then we do sincerely apologize for our lack of response.Please do respond to this communication through the Revdex.com and let us know if there is anything further we need to do to resolve your complaint to your satisfactionThank you very much for your business!
Sincerely,
Nicole MO***
August 24, Dear *** *** ***,
First, allow me to apologize for the extremely late response to your complaint with the Revdex.com, unfortunately, due to a communication mishap, we did not receive your complaint until last weekSecond, I would like
to confirm with you that your complaint was resolved to your satisfaction as we have installed your window order and this installation as well as the windows themselves have performed to your satisfaction, as far as we are aware.Please do respond to this communication through the Revdex.com and let us know if there is anything further we need to do to resolve your complaint to your satisfactionThank you very much for your business and we hope that you have been enjoying your new windows!
Sincerely,
Nicole OCFO/COO
This company has great workers that know what they are doing If anybody ask me to recommend someone that do doors and windows I will give your company name to them
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: The very first sentence is a lieI sent him (owner of USA remodel) a letter (attached) on June at 12:pmIn the letter I gave him days to respond to my complaint and resolution, I gave him longer than that(check the date I filed this complaint) He still refuses to accept any responsibility or make any attempt at restitutionI want a refund for monies paid to the electrician, also attached is documentation that support what I have said all along, they (USA remodel) made the initial mistake buy not checking if my current electrical service could handle the lights included with the remodelAs a direct result of that mistake I was forced to pay an electrician to up grade the service. They (USA remodel) agreed to pay $1,of the upgrade to act like they were being nice and cover up the fact they made a mistake (recently I was told by the electrician (john F*) that USA remodel never paid him any moneythey (USA remodel) clamed I made the choice to pay the electricianso with that way of thinking if I did not have the up grade done I could only use my new $36,basement during the day, would you buy a new *** with out any head lights???..so no, I DID NOT HAVE A choice. All I wanted in the beginning was the job finished (scheduled now for the 28th of July 2014) and my $1,refundednow because of the hard time I am getting and the complete denial of responsibility I want $for every month the job was not completed including the electric upgradeI will agree that the electrician is the direct reason it is not complete but I contend he has been working for USA remodel the entire months when I was being ignored and treated like a second class customer and USA remodel knew in April it was not complete and I further contend it is their responsibility to make sure the job is complete and not to just take my money and run, I know I am not famous like Nancy carrageen on Owens corning web site but my money is just as green and I deserve to be treated as well as, I am sure she wasI bet my life she didn't have any of these problems and Owens corning will be made aware of how I was treatedPSthe redacted words are cuss words not hiding anything
Regards,
*** ***
I am very impressed with my finished basement. It is beautiful. The workers were very professional. They removed all left over items and left my basement clean.
August 18, 2015Dear [redacted],
First, allow me to apologize for the extremely late response to your complaint with the Revdex.com, unfortunately, due to a communication mishap, we did not receive your complaint until last week.
Second, I would like to...
confirm with you that your complaint was resolved to your satisfaction as we did cancel your contract as you requested and did not charge you for any materials or permits related to your job.Please do respond to this communication through the Revdex.com and let us know if there is anything further we need to do toresolve your complaint to your satisfaction.
Sincerely,
Nicole O
CFO/COO
August 18, 2015
RE: Complaint ID [redacted]
To whom it may concern,
First, allow me to apologize for the extremely late response to your complaint with the Revdex.com, unfortunately, due to a communication mishap, we did not receive your complaint until last...
week.Second, I would like to confirm with you that your complaint was resolved to your satisfaction as we have prevented your phone number from being automatically generated for calling by our telemarketing database system. We sincerely apologize for any inconvenience that our calling caused you and certainly have no intention of continuing any sort of unwanted communication with you.
Please do respond to this communication through the Revdex.com and let us know if there is anything further we need to do to resolve your complaint to your satisfaction.
Sincerely,
Nicole M. O[redacted]
CF?/C??Remodel USA Inc. PH: ###-###-####
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
we, (remodel USA and I ) with the mediation help from Owens corning have came to an agreement that is different then the current response.
Regards,
[redacted]
Dear Ms. [redacted],
First, allow me to apologize for the extremely late response to your complaint with the Revdex.com, unfortunately, due to a communication mishap, we did not receive your complaint until last week.
Second, I would like to confirm with you that...
your complaint was resolved to your satisfaction as we have prevented your uncle’s phone number from being automatically generated for calling by our telemarketing database system. We sincerely apologize for any inconvenience that our calling caused him and/or you and certainly have no intention of continuing any sort of unwanted communication with either of you.Please do respond to this communication through the Revdex.com and let us know if there is anything further we need to do to resolve your complaint to your satisfaction.
Sincerely,
Nicole M. O[redacted]
CFO/COORemodel USA Inc. ??: ###-###-####
March 9, 2015 - Although the finished project looks good (minus three outstanding issues), I had to put in much more effort than I should have. There was poor communication among all of the employees: from sales rep to project manager to installer. No design plan or layout was done. I had asked for pictures of the fixtures I had chosen, but nothing was ever sent to me. The medicine cabinet I had chosen was discontinued, but no one told me until a different medicine cabinet showed up. How could they have ordered it and not told me until the product showed up? The bathroom sink faucet I had selected was a single faucet. What showed up and how the granite had been cut, was for separate hot and cold. Again, they made this mistake early on if the granite was cut wrong. I wanted a vanity with drawers or storage. They never consulted me about specific details and ordered one without any drawers. The installer lied to me and said that a replacement vanity (with drawers) had been ordered, and that it would take two weeks to show up. He said he hoped to be the one that installs the replacement one since he will know how to tear out the current one. The existing vanity he just installed would have to come out, so he said he didn't put the finishing touches on it (no kick plate was installed or caulking on the backsplash). I can't tell what else is missing (reinforcement? caulk?). When I explained all this to the project manager, he said that no replacement had been or will be ordered. Besides, the installer had no authority to order a new one anyway. The project manager asked whether I would be happy if they resolved the vanity storage issue and installed the kick plate. I said I would be happy. He told me early last week that he would call later in the week with a solution. Today is Monday of the following week and I still have not heard from him. To me credibility goes rapidly downhill when you overpromise and under deliver. Too much effort on my part with this company. I'm sure another company would have done just as good quality of an install as I have but without all the poor coordination, communication, and lack of attention to detail.
Updated! April 14, 2015. After contacting the project manager many times in the past month and a half, all I've gotten is "hey, buddy, we haven't forgotten about you". Seriously?!! No kick plate was ordered for a month after the installer left, the caulking is still not done, AND it's taken them almost two months to figure out a storage solution for the cabinet (which will not be removed)??! I am p[redacted]. No action. Only talk, talk, talk. The only reason for 2 stars and not 1, is that the almost finished bathroom looks/works nice.
Thank you so much. From the beginning to the end I was treated with nothing but professionalism. Management handled all of my concerns in a very timely manner. They also kept me in the loop on all the goings on with my job. The crews that were sent to my house were the top of the line. They always stopped and answered any concerns that I might have needed to have addressed. The finished product was even better than expected. Without reservations, I would recommend this company to anyone that has remodeling needs.
August 24, 2015RE: Complaint ID [redacted]Dear Mr. [redacted],First, allow me to apologize for the extremely late response to your complaint with the Revdex.com, unfortunately, due to a communication mishap, we did not receive your complaint until last...
week.Second, I would like to confirm with you that your complaint was resolved to your satisfaction as we have provided a custom solution to your issue with the screens in some of your windows as well as have installed your second order of windows.
Please do respond to this communication through the Revdex.com and let us know if there is anything further we need to do to resolve your complaint to your satisfaction. Thank you very much for your business and we hope that you have been enjoying your new windows!
Sincerely,
Nicole M. O[redacted]
CFO/COO
Dear **and ***,We apologize for the lack of deposit refund, due to an internal communication error this refund request was never processed in our Accounting Office. We will issue a check this week for your refund, it will be mailed out of our Corporate Office in Capitol
Heights, MD on Thursday, August 20. If you do not receive it by Friday, August please call me, Nicole O***, on my direct line at ###-###-####.Again, very sorry for any inconvenience this oversight has caused you.Thank you,Nicole O***Remodel USA Inc
April 08, 2014Dear *** ***,I am responding to your letter dated March 31, regarding complaint #*** at address: *** * *** ** *** DC ***.Upon receipt of the complaint from *** we received a call the following day from ***
and *** who identified herself as ***'s banker at *** *** spoke with me and gave me permission to speak to *** on her behalf.*** verified that we completed the roof and asked me not to proceed with the financing that we had obtained on behalf of ***She proceeded to tell me that she would send us a check for the work and that she was giving *** the loan from *** *** where *** had her account.We asked *** if there were any problems or issues with the work we had done and she said there were no problems.We received a check for the total contract from *** *** made out to Remodel USA that pays off the account.We really question if *** had written the complaint sent to us due to the following facts:As the complaint ***s that *** could not comprehend the writing/provisions of a contract it is highly unlikely she wrote the complaint.The sales Manager went to ***'s house after *** had been there and modified the contract with her and her son to their satisfaction.We did obtain a work permit for the roof that is available to you upon request.At no time in my conversations with *** or her son was anything said about any insurance company being involved.I am not sure what the desired settlement requested is due to the fact the complaint ***s that it (requires expianation).In closing, please consider this matter satisfiedIn addition, delete this complaint from your records because it is not legitimate.Warm Regards,
I had plenty of issues with attempting to put a sun room on my houseThe issues were all due to town regulations, set backs etcEvery time the folks at Remodel USA were there me and went way beyond to help make sure I was satisfied My room is final done and I couldn't be happier & very satisfied with the quality of the work as well their professionalism
First, allow me to apologize for the extremely late response to your complaint with the Revdex.com, unfortunately, due to a communication mishap, we did not receive your complaint until last weekSecond, I would like to assure you that we are percent to address any
remaining service issues you may be having with your bathroom remodelWe have tried to contact you on several occasions regarding your service needs, unsuccessfullyPlease contact our Production Coordinator, Jesse H***, at ###-###-#### regarding any remaining service issues that you need to have addressedWe do realize that we have made a few staffing changes in the bathroom department recently and that you may be reaching out to an Installation manager who is no longer with us, if you have been making contact attempts such as this then we do sincerely apologize for our lack of response.Please do respond to this communication through the Revdex.com and let us know if there is anything further we need to do to resolve your complaint to your satisfactionThank you very much for your business!
Sincerely,
Nicole MO***
August 24, Dear *** *** ***,
First, allow me to apologize for the extremely late response to your complaint with the Revdex.com, unfortunately, due to a communication mishap, we did not receive your complaint until last weekSecond, I would like
to confirm with you that your complaint was resolved to your satisfaction as we have installed your window order and this installation as well as the windows themselves have performed to your satisfaction, as far as we are aware.Please do respond to this communication through the Revdex.com and let us know if there is anything further we need to do to resolve your complaint to your satisfactionThank you very much for your business and we hope that you have been enjoying your new windows!
Sincerely,
Nicole OCFO/COO
This company has great workers that know what they are doing If anybody ask me to recommend someone that do doors and windows I will give your company name to them
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
*) that USA remodel never paid him any moneythey (USA remodel) clamed I made the choice to pay the electricianso with that way of thinking if I did not have the up grade done I could only use my new $36,basement during the day, would you buy a new *** with out any head lights???..so no, I DID NOT HAVE A choice. All I wanted in the beginning was the job finished (scheduled now for the 28th of July 2014) and my $1,refundednow because of the hard time I am getting and the complete denial of responsibility I want $for every month the job was not completed including the electric upgradeI will agree that the electrician is the direct reason it is not complete but I contend he has been working for USA remodel the entire months when I was being ignored and treated like a second class customer and USA remodel knew in April it was not complete and I further contend it is their responsibility to make sure the job is complete and not to just take my money and run, I know I am not famous like Nancy carrageen on Owens corning web site but my money is just as green and I deserve to be treated as well as, I am sure she wasI bet my life she didn't have any of these problems and Owens corning will be made aware of how I was treatedPSthe redacted words are cuss words not hiding anything
Complaint: ***
I am rejecting this response because: The very first sentence is a lieI sent him (owner of USA remodel) a letter (attached) on June at 12:pmIn the letter I gave him days to respond to my complaint and resolution, I gave him longer than that(check the date I filed this complaint) He still refuses to accept any responsibility or make any attempt at restitutionI want a refund for monies paid to the electrician, also attached is documentation that support what I have said all along, they (USA remodel) made the initial mistake buy not checking if my current electrical service could handle the lights included with the remodelAs a direct result of that mistake I was forced to pay an electrician to up grade the service. They (USA remodel) agreed to pay $1,of the upgrade to act like they were being nice and cover up the fact they made a mistake (recently I was told by the electrician (john F
Regards,
*** ***
I am very impressed with my finished basement. It is beautiful. The workers were very professional. They removed all left over items and left my basement clean.
August 18, 2015Dear [redacted],
First, allow me to apologize for the extremely late response to your complaint with the Revdex.com, unfortunately, due to a communication mishap, we did not receive your complaint until last week.
Second, I would like to...
confirm with you that your complaint was resolved to your satisfaction as we did cancel your contract as you requested and did not charge you for any materials or permits related to your job.Please do respond to this communication through the Revdex.com and let us know if there is anything further we need to do toresolve your complaint to your satisfaction.
Sincerely,
Nicole O
CFO/COO
August 18, 2015
RE: Complaint ID [redacted]
To whom it may concern,
First, allow me to apologize for the extremely late response to your complaint with the Revdex.com, unfortunately, due to a communication mishap, we did not receive your complaint until last...
week.Second, I would like to confirm with you that your complaint was resolved to your satisfaction as we have prevented your phone number from being automatically generated for calling by our telemarketing database system. We sincerely apologize for any inconvenience that our calling caused you and certainly have no intention of continuing any sort of unwanted communication with you.
Please do respond to this communication through the Revdex.com and let us know if there is anything further we need to do to resolve your complaint to your satisfaction.
Sincerely,
Nicole M. O[redacted]
CF?/C??Remodel USA Inc. PH: ###-###-####
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
we, (remodel USA and I ) with the mediation help from Owens corning have came to an agreement that is different then the current response.
Regards,
[redacted]
We had a great experience with this company updating our basement.
We were very pleased with the timeliness and professionalism from the beginning through the final installation.
Dear Ms. [redacted],
First, allow me to apologize for the extremely late response to your complaint with the Revdex.com, unfortunately, due to a communication mishap, we did not receive your complaint until last week.
Second, I would like to confirm with you that...
your complaint was resolved to your satisfaction as we have prevented your uncle’s phone number from being automatically generated for calling by our telemarketing database system. We sincerely apologize for any inconvenience that our calling caused him and/or you and certainly have no intention of continuing any sort of unwanted communication with either of you.Please do respond to this communication through the Revdex.com and let us know if there is anything further we need to do to resolve your complaint to your satisfaction.
Sincerely,
Nicole M. O[redacted]
CFO/COORemodel USA Inc. ??: ###-###-####
March 9, 2015 - Although the finished project looks good (minus three outstanding issues), I had to put in much more effort than I should have. There was poor communication among all of the employees: from sales rep to project manager to installer. No design plan or layout was done. I had asked for pictures of the fixtures I had chosen, but nothing was ever sent to me. The medicine cabinet I had chosen was discontinued, but no one told me until a different medicine cabinet showed up. How could they have ordered it and not told me until the product showed up? The bathroom sink faucet I had selected was a single faucet. What showed up and how the granite had been cut, was for separate hot and cold. Again, they made this mistake early on if the granite was cut wrong. I wanted a vanity with drawers or storage. They never consulted me about specific details and ordered one without any drawers. The installer lied to me and said that a replacement vanity (with drawers) had been ordered, and that it would take two weeks to show up. He said he hoped to be the one that installs the replacement one since he will know how to tear out the current one. The existing vanity he just installed would have to come out, so he said he didn't put the finishing touches on it (no kick plate was installed or caulking on the backsplash). I can't tell what else is missing (reinforcement? caulk?). When I explained all this to the project manager, he said that no replacement had been or will be ordered. Besides, the installer had no authority to order a new one anyway. The project manager asked whether I would be happy if they resolved the vanity storage issue and installed the kick plate. I said I would be happy. He told me early last week that he would call later in the week with a solution. Today is Monday of the following week and I still have not heard from him. To me credibility goes rapidly downhill when you overpromise and under deliver. Too much effort on my part with this company. I'm sure another company would have done just as good quality of an install as I have but without all the poor coordination, communication, and lack of attention to detail.
Updated! April 14, 2015. After contacting the project manager many times in the past month and a half, all I've gotten is "hey, buddy, we haven't forgotten about you". Seriously?!! No kick plate was ordered for a month after the installer left, the caulking is still not done, AND it's taken them almost two months to figure out a storage solution for the cabinet (which will not be removed)??! I am p[redacted]. No action. Only talk, talk, talk. The only reason for 2 stars and not 1, is that the almost finished bathroom looks/works nice.
I wanted quality and good service. Remodel USA exceeded my expectation from the very owner himself to sales and service.
Thank you so much. From the beginning to the end I was treated with nothing but professionalism. Management handled all of my concerns in a very timely manner. They also kept me in the loop on all the goings on with my job. The crews that were sent to my house were the top of the line. They always stopped and answered any concerns that I might have needed to have addressed. The finished product was even better than expected. Without reservations, I would recommend this company to anyone that has remodeling needs.
From start to finish every contact that we had was very professional and accommodating. And the finish product, excellent.
August 24, 2015RE: Complaint ID [redacted]Dear Mr. [redacted],First, allow me to apologize for the extremely late response to your complaint with the Revdex.com, unfortunately, due to a communication mishap, we did not receive your complaint until last...
week.Second, I would like to confirm with you that your complaint was resolved to your satisfaction as we have provided a custom solution to your issue with the screens in some of your windows as well as have installed your second order of windows.
Please do respond to this communication through the Revdex.com and let us know if there is anything further we need to do to resolve your complaint to your satisfaction. Thank you very much for your business and we hope that you have been enjoying your new windows!
Sincerely,
Nicole M. O[redacted]
CFO/COO
Very professional and knowledgeable group. The salesperson seemed well-informed and the installers knew their job well.