Initial Business Response /* (1000, 6, 2015/07/09) */
After looking at the pictures and the plans, the vacuum system is installed in the wrong locationWe apologize for this mistake, and will have the installers move the vacuum system to the location indicated on the plansShould you have any
questions, our Warranty department will be happy to assist
Initial Consumer Rebuttal /* (2000, 8, 2015/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been contacted by Coventry Contractor, so this will be moved soon
We have been dealing with this attempting to work with this customer despite his constant unhelpfulness *** *** *** *** ** *** *** *** ***attempting to completing prior to June 1stAnd changing items brought to our attention, *** *** *** *** ** *** *** *** *** *** ** *** ** *** *** *** *** *** *** ** *** *** *** *** We will finish what we committed to however ever the time line for the minor items is no longer an priority in our eyesWe have gone above what any other company would have done and are still being *** *** accused of wrong doing. Our work is on the home next door and that is were we are going to focus our attention going forwardMr***'s front yard looks better than it did when we started* *** ** *** ** *** ***The items we currently can fix are we can't put back his small gate latch instead we've place one of much better quality, the stones weren't place in the same configuration and we added wood chips where they were not beforeItems which he has indicated he liked better
Contact Name and Title: Len W***
Contact Phone: ***
Contact Email: ***@***.com
Initially prior to dig the home next door to *** we tried to contact him three times by leaving calling cards and a letterOnce we excavated the home next door he contacted us and we
have met with him once and have since had two correspondence with himStating that we will be correcting the damage to his property and attempting to correct it *** ** *** *** *** ** *** ** *** *** *** ** ***Unfortunately this is not satisfactory to himHence the compliant
Complaint: [redacted]
I am rejecting this response because:[redacted] They have [redacted] the gravel, and now, have replaced it with a type that is visually different (different size and color, as well as less gravel than before). [redacted] That they have attempted to replace them does not change their original actions.[redacted] they have repeatedly stated when all of the work was to be completed, and then failed to complete it. [redacted] They stated that [redacted] gives them the right. It does not. [redacted] requires that they cut back, or provide shoring. It does not permit access to neighboring properties, without permission. Permission is required, which they did not receive. I have tried to be helpful. I gave a full list of what had to be done initially, and Coventry never asked for any clarification of any item. Every communication with Coventry has been at my instigation, when they have either not done something within the time frame that they stated or implied, or the work was done incorrectly. They never gave a clear indication of what they were going to do, or when they were going to do it.[redacted], only that the work to "put it back how it was" was not done by June 1st, and some work remains outstanding. For example, the gate (which had been removed and screwed to the deck), was still screwed to the deck after June 1st, [redacted] While some of the remaining items, to Coventry, are minor, [redacted] they must be fixed. [redacted]As to adding wood chips where there were none before, I agree that it looks acceptable, [redacted]. Also, it is only acceptable the second time they did it; the first time non of the stones were in a straight line, so they had to redo the path (which they did after I objected).The yard does not look "better than before", as a whole. I said that I liked the gravel alongside the bark chips (the contrast appeals to me), but I also [redacted] less gravel (in thickness), stones upside down, chipped the fence, trimmed the back gate, etc.sAll minor items need to be completed immediately, as we had originally agreed to. The gate latch may or may not be of higher quality, that is not the issue, the issue is that they broke the old one, and now the latches on the front gate don't match the back gate (no, I don't want them to change the back gate, I want them to replace the front gate with the correct latch). Also note that before now, they had never stated the latch was of higher quality. [redacted]There has also been other damage during the construction, which they did not fix, or "fixed" [redacted]. They did not fix space between the house and the alley (I did this myself), from where their trucks repeatedly ran over they corner of the yard, and on the front boulevard, rather than smooth out tire ruts, they just dumped in bark chips. Also, there has been debris that they have refused to pick up (blown-in insulation covered the black bark chips, looking as though it had snowed).The most significant item that has not been fixed, is the gate post has shifted, due to slumping, and has pulled away from the house. There is now a large gap between the gate post and the house. The gate post needs to be put back against the house. Note that adding a filler strip is not acceptable, as the gate is now narrower than it was before, the gate needs to be as wide as it was before.Beyond that, is the repairs to the deck, which they have stated they are not going to do.[redacted]If Coventry were to consider their own remarks from my perspective, it has been deflating to deal with them, and they are not a company of reason, or of their word. It has been nothing but frustration dealing with them. I perhaps could have been more civil, [redacted]. The landscaping was very important [redacted] and to see a contractor destroy it all, without any warning, for their own profit, [redacted], was, and still is, very distressful. It is very difficult for me not to get emotional over this. Yet, even then, I withheld judgement until June 1st. After that date, they don't deserve any respect anymore, and I don't apologize for giving them none.Actions speak louder than words, and to to date, their actions have, in my opinion, shown that they had little intention of completing all of the required work, to the standard of "back to how it was", by June first. Of course, if their actions so change, then so can my opinion.
Sincerely,
[redacted]
Initial Business Response /* (1000, 6, 2015/07/09) */
After looking at the pictures and the plans, the vacuum system is installed in the wrong locationWe apologize for this mistake, and will have the installers move the vacuum system to the location indicated on the plansShould you have any
questions, our Warranty department will be happy to assist
Initial Consumer Rebuttal /* (2000, 8, 2015/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been contacted by Coventry Contractor, so this will be moved soon
We have been dealing with this attempting to work with this customer despite his constant unhelpfulness *** *** *** *** ** *** *** *** ***attempting to completing prior to June 1stAnd changing items brought to our attention, *** *** *** *** ** *** *** *** *** *** ** *** ** *** *** *** *** *** *** ** *** *** *** *** We will finish what we committed to however ever the time line for the minor items is no longer an priority in our eyesWe have gone above what any other company would have done and are still being *** *** accused of wrong doing. Our work is on the home next door and that is were we are going to focus our attention going forwardMr***'s front yard looks better than it did when we started* *** ** *** ** *** ***The items we currently can fix are we can't put back his small gate latch instead we've place one of much better quality, the stones weren't place in the same configuration and we added wood chips where they were not beforeItems which he has indicated he liked better
Contact Name and Title: Len W***
Contact Phone: ***
Contact Email: ***@***.com
Initially prior to dig the home next door to *** we tried to contact him three times by leaving calling cards and a letterOnce we excavated the home next door he contacted us and we
have met with him once and have since had two correspondence with himStating that we will be correcting the damage to his property and attempting to correct it *** ** *** *** *** ** *** ** *** *** *** ** ***Unfortunately this is not satisfactory to himHence the compliant
Complaint: [redacted]
I am rejecting this response because:[redacted] They have [redacted] the gravel, and now, have replaced it with a type that is visually different (different size and color, as well as less gravel than before). [redacted] That they have attempted to replace them does not change their original actions.[redacted] they have repeatedly stated when all of the work was to be completed, and then failed to complete it. [redacted] They stated that [redacted] gives them the right. It does not. [redacted] requires that they cut back, or provide shoring. It does not permit access to neighboring properties, without permission. Permission is required, which they did not receive. I have tried to be helpful. I gave a full list of what had to be done initially, and Coventry never asked for any clarification of any item. Every communication with Coventry has been at my instigation, when they have either not done something within the time frame that they stated or implied, or the work was done incorrectly. They never gave a clear indication of what they were going to do, or when they were going to do it.[redacted], only that the work to "put it back how it was" was not done by June 1st, and some work remains outstanding. For example, the gate (which had been removed and screwed to the deck), was still screwed to the deck after June 1st, [redacted] While some of the remaining items, to Coventry, are minor, [redacted] they must be fixed. [redacted]As to adding wood chips where there were none before, I agree that it looks acceptable, [redacted]. Also, it is only acceptable the second time they did it; the first time non of the stones were in a straight line, so they had to redo the path (which they did after I objected).The yard does not look "better than before", as a whole. I said that I liked the gravel alongside the bark chips (the contrast appeals to me), but I also [redacted] less gravel (in thickness), stones upside down, chipped the fence, trimmed the back gate, etc.sAll minor items need to be completed immediately, as we had originally agreed to. The gate latch may or may not be of higher quality, that is not the issue, the issue is that they broke the old one, and now the latches on the front gate don't match the back gate (no, I don't want them to change the back gate, I want them to replace the front gate with the correct latch). Also note that before now, they had never stated the latch was of higher quality. [redacted]There has also been other damage during the construction, which they did not fix, or "fixed" [redacted]. They did not fix space between the house and the alley (I did this myself), from where their trucks repeatedly ran over they corner of the yard, and on the front boulevard, rather than smooth out tire ruts, they just dumped in bark chips. Also, there has been debris that they have refused to pick up (blown-in insulation covered the black bark chips, looking as though it had snowed).The most significant item that has not been fixed, is the gate post has shifted, due to slumping, and has pulled away from the house. There is now a large gap between the gate post and the house. The gate post needs to be put back against the house. Note that adding a filler strip is not acceptable, as the gate is now narrower than it was before, the gate needs to be as wide as it was before.Beyond that, is the repairs to the deck, which they have stated they are not going to do.[redacted]If Coventry were to consider their own remarks from my perspective, it has been deflating to deal with them, and they are not a company of reason, or of their word. It has been nothing but frustration dealing with them. I perhaps could have been more civil, [redacted]. The landscaping was very important [redacted] and to see a contractor destroy it all, without any warning, for their own profit, [redacted], was, and still is, very distressful. It is very difficult for me not to get emotional over this. Yet, even then, I withheld judgement until June 1st. After that date, they don't deserve any respect anymore, and I don't apologize for giving them none.Actions speak louder than words, and to to date, their actions have, in my opinion, shown that they had little intention of completing all of the required work, to the standard of "back to how it was", by June first. Of course, if their actions so change, then so can my opinion.
Sincerely,
[redacted]