Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Pella never gave me a choice of hardware color My selection of exterior color was never used even though Bryan said that I would get it.Sent note on the 19th of June requesting the hardware change with a follon July 6th Scheduled for next week Regards, [redacted]
We are sorry to hear that Mr [redacted] is not happy with the color of his exterior windows but the color he received is what he orderedHis quote and contract, which was signed by Mr [redacted] line by line, match and states in detail the installation method, interior/exterior colors, and hardware colorsAll our product is custom made per home per opening and is reviewed in detail before the order is placedWe have offered to replace the hardware and screens at no costWe are also willing to have our field supervisor out to review the rot concern and addressI have attached a copy of the signed contract to this response
Mrs [redacted] purchased windows from us on 10/20/ The windows were purchased with custom color stain and the factory did a poor job of matching the color originally We had to replace the window and re-stain, which is why is took six weeks, we do apologize for the mistake but we did correct it As far as the window treatments, we install anywhere from to jobs in a given week and window treatments are always brought up during the sales process and in conversations with the project management team before the install for a few different reasons One, it is the responsibility of the customer to remove and reinstall window treatments, however if they would like for us to do so we will but there is an additional charge Two, windows come in various sizes, depths, and profiles, so there are times that old window treatments will not fit new windows or will fit differently As far as Mrs [redacted] 's windows I know the contract does not state for us to reinstall blinds The job was completed on 1/16/and a certificate of completion was signed I show that the crew did go back on 1/to install the blinds as a good will gesture I will attach a picture showing the blinds are in fact installed They do not fit the same as they did on her old windows as the new windows have a different profile The only way to get blinds to fit the same would be to purchase new ones
The installation was a pocket replacement window meaning a new window was installed within and old window frame The new windows were installed and sealed correctly back to the original window frame A couple of the weeping holes were clogged but those were cleaned out by the technician on 7/ If there was water penetrating around the frame of the window before we installed the replacement windows, a new pocket window will not solve a water infiltration issue around the existing window.It does appear that there may have been some caulk separation in some places on the cosmetic capping (bent aluminum coil that covers the exterior of the old window frame) causing visible voids The pictures provided show that the house was painted after the windows were installed If the caulk had not fully cured before painting, any flex in the siding while taping off the windows or leaning against the siding with a ladder could have caused the separation If the separation was present before the house was painted, we should have been notified by the contractor that Gunton installed for Regardless, the significant water damaged depicted in the interior wall cavity with the drywall cut out is years, upon years of water damage Water damage so bad that the exterior sheathing of the house is completely disintegrated and the only thing between the drywall and the outside was the aluminum siding Water damage so bad that the wood studs appear to be disintegrating as well This also appears to have been run through the consumers insurance company already and a check has been cut to the consumer to repair the damage If the consumer is looking to contract us to repair the damage, we are not a general contractor able to provide those services
Initial Business Response / [redacted] (1000, 9, 2015/10/28) */ We did not touch the battery in the customers vehicleI apologize that it diedIt was over five years old, which is the typical lifespan of a batteryShe should definitely have it replaced before winter comes The altercation Ms [redacted] describes is fraudulent and we cannot entertain it Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business has not denied or even responded to the series of facts which I recountedThey haven't bothered to address the numerous details that I have listedTherefore, the complaint must be conceded to be trueThe business has not denied any of the specific points of substanceFor instance, they did not deny: their failure to communicate about the status of the work, or their extensive delay in doing the work, or their failure to do the work as promised, or their failure to use the parts they had promised, or their attempted refusal to show me the invoice for the parts put on my car, or their preventing me from retaining my payment check and voiding the transaction and returning another time to deal with it All of these components of my complaint must be taken as conceded to be true, since the business has not denied themIn fact, they had failed to respond at all in the days that Revdex.com allowed them, and only barely responded with a minimal line response after Revdex.com sent a second request for a response with additional time provided them These complaints which stand unchallenged are clearly not acceptable business practices Moreover, the business has admitted that they returned my car to me with a dead battery, although the car was operating fine when I drove it to their shop and left it there for minor body worknothing to do with operational function of the carTheir verbal response to me, of 'what do you expect when a car has been sitting in the garage for two weeks, that this happens frequently when you leave a car for repair', so I shouldn't be surprised that while in their custody they caused my auto battery to go dead, is beneath the dignity of a response Finally, without any specification they assert that the "altercation" I described was "fraudulent" They are being completely dishonestI have a witness to how physically upset and distraught I was by their abusive language to meIn fact, when someone came to rescue me from their facility, he wasn't sure I should drive my car home because I was still shaking so violently and sobbingI couldn't possibly have made up how they talked to me and how they treated me I would swear under oath that every detail that I recounted in my Complaint is completely trueI have described specific words and actions they took, and they have not denied those details or even bothered to respond to themIn addition to all the un-rebutted elements of my Complaint above, their conduct gave me ample reason to be physically afraid To say that they acted unprofessionally would be a gross understatementTheir shouting and volatility and personal insults described in detail in my Complaint, as well as implied threats, were something I have never encountered in any business situationMy fear was compounded by the fact that it was the end of the day, no one else was around, I was in an enclosed area not directly accessible to the street, and I was a lone older female isolated in this confrontation with several males I wouldn't have taken on the significant burden of time to tell this experience in detail if it were not so remarkably upsetting to me I was traumatized by the experience, and would hope to spare others from going through that This business has not bothered to rebut my ComplaintThe Complaint has been shown to be well-founded Final Consumer Response / [redacted] (4200, 19, 2015/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) That Denver Auto Body has twice failed to respond to this complaint in the time that Revdex.com gave to it is indicative of its behavior overallThey don't play by the rulesThe language they have used now,continuing insults and sarcasm is all the more revealing of how they treated me, the customer, in their physical dealings with meI have taken a great deal of time to recite specific facts and statements, which they have not bothered to denyInstead they disparage me and my vehicle, and give you information This complaint was filed on September 30, about my disturbing experience with this business on September 29, The business was told to respond to my detailed multi-faceted complaint by October They chose not to respondAfter reminders from Revdex.com, they filed a four sentence response which did not address any specifics They did not deny any of the six detailed problems that I again listed in my rebuttal filed on November Once again, the business did not respond to Revdex.com's deadline for response of November Again, Revdex.com gave them a reminder and then they did respond on December Their response this time suggests they realized they couldn't continue to ignore the complaint, and chose to attack rather than defend their own actionsThey still have not denied numerous unprofessional behavior, including insults that crossed the line into abusive language and physical behavior that made me feel physically threatenedI am not going to recite those details again hereI have spelled it outIt is too upsetting to keep reliving this exceptionally unpleasant experience Their bizarre opening sentence that "we are not really sure whether Mrs [redacted] is an aspiring novelist" is indicative of their barrage of unprofessional languageHowever, in person their language to me was verbally abusive, as well as shouted at meI recited the specifics of that in my complaint alreadyThey have not rebutted thatTheir sarcasm in what they have written is revealing of their disrespectIn fact, to say that I was treated with disrespect is a gross understatementIf there had been any other customers there, I doubt they would have been so comfortable bullying and insulting meEven now in their filing with you, they couldn't resist throwing in unprofessional insults They have attempted to mislead you by distraction of disparaging me and my car, with a series of statements Yet, they have admitted that they turned my car over to me with a dead batteryMy car was not there for any operational mechanical workThere was no problem with my car's battery when I left it in their custodyIn fact, earlier in the month, I had been away on vacation for two weeks, while the car sat without being turned on onceIt started up immediately on the first turn of the ignition when I returned from that vacation Secondly, they try to disparage the value of the carThey have given you a valuation of my carKelly Blue Book establishes the value as more than $higher than what they have stated in their filingHowever, their whole point is irrelevant since another driver's insurance assumed complete fault and was paying for the damageTo suggest that my car might be "considered a total loss, and she never would have got the vehicle back" is simply flat out wrong, but intended as a red herring to distract from their misconduct Thirdly, they have now introduced a blatantly assertion that they discovered more damage than what they had initially assessedThat is falseThey submitted an initial estimate of $ to repair the carI have that paperworkTheir final actual bill for the total repair was $ There was no surprise additional damage that they discoveredIn fact, they told insurance that their total was $ Moreover, if they had discovered supplemental damage more than was initially reported, they should have informed meThey certainly did not inform me of thatNow, two and a half months after the fact, is the first time they are raising the claim of additional damage that they hadn't realizedIt would be highly unethical if they had found additional damage (which they now seem to claim) and failed to tell me, the customer It should be noted that I first brought the car in to them in July for evaluation, and that their work starting on September 14, was scheduled many weeks in advanceI had scheduled that to occur a week after my return from vacationThey had the car from September until September 29, for the "five day repair"I called numerous times and was strung along over and over, and told I would get a call if it would not be ready on successive dates that passed by without a call Denver Auto Body has not denied the insulting language they used with meNor have they denied that they initially tried to prevent me from seeing or having a copy of the paperwork showing what parts were put onto my carNor have they denied refusing to allow me to pay with my credit card as I had expected to doThey forced me to sign over to them the insurance check made out to me toThat seemed peculiarI would have had consumer rights if I had paid with my credit card They have never even pretended to apologize for the way they treated me on September 29, I would have expected at least some sort of token gesture on their part, to mitigate for their treatment of meI have never in my life experienced anything like this abuseThey have acknowledged that I was deeply upset and sobbing at the time Regardless of their work on my car, and the failed representations they had made to me, they grossly failed to treat me with fairness, much less honor or integrityNothing in this business' conduct and handling of my car seems compatible with any kind of concept of an ethical marketplace This entire experience has been utterly upsetting for meNevertheless, I have filed this complaint in hopes of sparing others my experienceDenver Auto body has had plenty of opportunities to rebut my complaint by this time, and it would be inappropriate to permit them to file anything further at this late date They chose to try to ignore the complaint, and didn't bother to comply with deadlines given them, and then simply responded by further insultsI will not be subjected to any further insults from them, or further stress of having this dragged out furtherI find this very upsetting now to face continual insults Revdex.com now has more than adequate facts in this record showing how Denver Auto Body fails to meet Revdex.com's standards Final Business Response / [redacted] (4000, 21, 2016/01/04) */ What this matter really comes down to are these following facts: Much of what Ms [redacted] says has no basis, is untrue, and warrants no further response from us to the Revdex.comSome of the language used by Ms [redacted] for example, "I crumpled to the concrete pavement next to the car and was sobbing, and shaking violently", is absolutely out of context, and untrueWe will not entertain this type of false, sympathy seeking statement, when it was intentionally made up to try to get a free replacement battery for her current battery that is at the end of its manufacturer given lifespan Ms [redacted] was not disrespected here, nor verbally abusedIf she feels as if it was disrespectful for us to use a recycled tailgate on her year old car, she should contact her insurance company and take the issue up with themThey instructed us to use that gate, as would any other insurance company, for cost saving purposes, and to keep the vehicle from becoming a total lossThis is a fact, and if Ms [redacted] has any further issues regarding this she should look at the original copy of the estimate which was given to her by her insurance company, and she had in her possession long before she ever brought the car to usThe approved amount to repair her car initially was $2065.55, after the vehicle was taken apart; we found $worth of additional damageMs [redacted] has a copy of this invoice We apologize that the battery was dead on Ms [redacted] 's vehicle when she came to pick it upWe never touched the battery, and as Ms [redacted] states, we never did any mechanical work on her vehicleIf she had co Ms [redacted] was provided a detailed copy of the work that was done to her carParts invoices sent to us by vendors, and addressed to us, not a vehicle ownerThe invoice she has lists what parts were used on her vehicle We tell every customer when they drop off their vehicle that we will need the insurance check issued to them by the insurance company to pay for their repairsAt the time the repairs are complete, and they pick up their vehicleThere is also a large sign that hangs in our office that has been there for years that dictates the same thingIt is unfortunate that Ms [redacted] finds it "peculiar" that she would need to pay for repairs on her vehicle using a check that was issued by her insurance company to pay for her repairs on her vehicle We will not be purchasing Ms [redacted] a replacement batteryHer battery is at the end of it's lifespan, and we have no good will for a vindictive, malicious individual Denver Auto Body & Paint has been in business for over yearsWe have grown to be the largest privately owned collision shop in ColoradoWe certainly did not achieve this by being disrespectful, dishonest, or rude to our customersWe believe Ms [redacted] is making a blatant attempt to tarnish our reputation fabricating a story to make us sound as if we treated her anything less than a valued clientWe are not perfect, and definitely make mistakes from time to timeWe always strive to make things right, and there are hundreds of people how would attest to this Thank you
Business sent the following response:I am following up on the response of my client with regard to the above-noted file numberIn the last few days I was able to get the information I had been seeking.The issue in its simplest terms has been what if any responsibility should be imposed on my client or accepted by it for the alleged interior wall damage discovered by the current owner, the complaining partyTo this point my client's consistent response has been that the photos of the damage depict conditions that could not have occurred within the limited time frame during which my client was involved with the propertyIn other words the extent of the damage indicates the causative defect has been a long-standing one, preceding the time that my client came upon the property to install windows.I have contacted both the prior owner and the head of the team that did the install of my client's productThis also led to obtaining information directly from a laborer who did the install workThe owner who preceded the complaining party in this file owned the property brieflyThis was a flip transactionThat owner however confirmed that the building did require extensive roof work in addition to the window installationHe denied knowledge of the condition of the interior walls upon selling the property.Our install people however recalled this projectI have been told that two window openings were covered with plywoodOur people found on starting the job that there was considerable evidence of interior water damageAccordingly, this information supports my client's position that it is likely this property was purchased by the current owner in a water damaged conditionI have to question whether the buyer undertook to have this property inspected prior to purchase, relied on his own visual inspection, or simply purchased "as is".We must adhere to our position that we are not responsible for this extensive damageWe agreed there was evidence of a caulking issueThis could have been the responsibility of the painting crewIf our install involved poor caulking, which we do not admit, such a minor defect did not contribute to the extensive damage depicted.I thank you for allowing me this extended time to obtain information to respond to the complaint[redacted] ***, [redacted] ***
Final Consumer Response / [redacted] */ From: [redacted] ( [redacted] @gmail.com) Sent: Tuesday, July 07, XXXX X:XX AM To: Ashleigh Adams Subject: Fwd: BBB Complaint Case# 75257722 (Ref#XX-XXXX-XXXXXXXX-X-XXX) Yes, this has been resolved. Thank you. Sent from my iPad
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,
*** & *** ***
Consumer sent the following additional information:THIS FAR, HERE IS THE ESTIMATE TO REPAIR DAMAGE FROM WATER INTRUSION OCCOURED DUE TO IMPROPERLY INSTALLED WINDOWSTHIS INTRUSION HAS OCCOURED SINCE JUNE 2015PELLA-GOUTON HAS MADE NO REASONABLE OFFER TO CORRECT THIS MISTAKETHE BURDON HAS ALL BEEN ON *** & I TO REMEDY THEIR MISTAKEMIKE M*** FROM PELLA WINDOWS DENIES ANY WRONG DOINGSINCE THIS TIME PARTS OF THE HOUSE HAVE HAD TO BE CLOSED OFF DUE TO THE DAMAGEA FAIR ESTIMATE IS PROVIDED PLEASE ADVISE *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
Linda ***
We have refunded the custom $183.62, which is above and beyond what she was asking for As a standard procedure we charge $for a service inspection which she was made aware of at the time of the initial call made to Sarah in our officeMrs*** was made aware of this charge and Sarah
secured her payment information for this service on the initial phone call which shows that the conversation did take place After the service was complete, the customer complained that we charged her for the visit and didn't understand why, at which point I explained what the charge was for and reminded her that the payment information was given by her to our service rep, therefore that conversation did take place I then assured her I would wave the labor charge on the return service trip, and she agreed that was acceptable She then returned the signed service quote and we ordered and scheduled the work to be completed After the work was completed Sarah by mistake included the standard labor charge again, which was a simple mistake, consequently the credit card was run for the full amount I then spoke with Mrs***t to explain it was just a mistake that was made and we would be happy to refund her that amount She then brought to my attention that she felt she was being mislead and we were fraudulent which is certainly not the case, as again, a mistake was made, nothing more than that The service ticket that she signed had the amount of $299.98, as we had not added the labor, service use fee, or the proper cost of the parts to the service ticket since some of that is a manual entry and that was not done prior to printing out the techs paperwork, again an error on us Once our service rep received the paperwork back from our technician, as she normally would, she adjusted the billing to reflect the signed quote, which was in the amount of $ So to make the best of the situation and the misunderstanding I refunded the amount of $183.62, which was more than just the labor that we agreed upon I left her a message to discuss this one last time to make sure we were on the same page, she declined that conversation via email, saying there was nothing to discuss We have done nothing that would reflect any fraudulent charges and her claims of that were untrue We have rectified the situation and the customer has been refunded accordingly
From: *** ***t Date: Sun, Dec 11, at 5:AMSubject: CANCEL/RESOLVED complaint #***To: [email protected] Morning,Kindly cancel/resolve complaint #*** Gunton returned my money this weekend. Thank you for your support, I firmly believe you made a difference.***
We are aware of the issues at *** *** residence and we apologize for how the service has been handled as of late. We met with the installation crew that did the job today and have reviewed their schedule. They will attempt to go to the *** Residence tomorrow afternoon and repair
things. As far as the storm door we have the parts and will have a technician out on 9/to address. Again we are very sorry for these issues and will resolve them shortly
Business responded See attached.Business response also copied and pasted below by Revdex.com staff 1/7/*** ** *** ATTORNEY AT LAW *** *** *** ***
*** *** *** *** ***Ms, *** *** ***Revdex.comEuclid Ave., 4th FloorCleveland, Oh January 7, 2016Re: ID# 10761694Dear Ms***, Please accept this reply on behalf of my client Gunton CorporationIt follows the complainant’s apparent recent submission of his own material in the form of a home inspection report of September 23, and an engineering evaluation of December 2, Kindly incorporate herein my earlier note to Ms.*** dated November 24, I have now reviewed both of the above-noted documents for the first timePlease note the significance of the datesMy client’s work was done in May, 2014, about four months before the home inspectionThe report has a glossary of short-hand definitions with the letter “A’ indicating a condition deemed, “Acceptable, Functional with no obvious signs of defect”The issue raised by the complaint involved alleged improper bedroom window installation causing extensive water damagePages and of the report show the inspection of every window and wall in the structure four months after install and there is not a single reference to a problemAll bedroom walls and windows are graded “A”The engineering report was based on visits to the subject property in August and September, My client and I question whether the author had access to all the relevant facts at that timeI interviewed both the prior owner of the structure and the crew that installed the windowsThis crew has no current affiliation with my client. On its face the engineer’s report does not take into consideration the condition of this structure prior to May, The facts show per the installers that window openings were boarded and the interior walls displayed significant water damage prior to new window installationThe previous owner has confirmed that in the short period of time he owned the structure, he installed a new roof(I observe from the home inspection, page 3, a reference to the roof being less than two years old) What possible water issues existed which required a new roof? The prior owner has also acknowledged he had the place painted after my client installed windowsPainting typically involves caulkingMy client returned to the site in July, after being notified of a water issueCorrective work was undertaken to window caulking and the weep holesHowever, this work was done without any admission that my client performed a defective installThe conditions then addressed (caulking and weep holes) could have arguably been caused by the paintersIn summation, his own documents on which Mr*** now relies actually support my client’s contentions, not hisFour months after the install, the home inspector found nothing wrong with the windowsThe engineer’s report finds fault based on a review of the site which occurred aboutmonths after my client’s installation work, and months after the home inspectionI realize your office does not function as a court of lawHowever, one cannot avoid questioning the causal relationship issueThis building had serious wall moisture before May, Even assuming for the sake of discussion only that my client’s caulking was poor and the weep holes were compromised (neither of which are supported by the home inspection), how can one assign to my client responsibility for conditions that pre-dated our presence on the property? Such an effort fails totally in light of the present owner’s own home inspection reportMy client had no contractual relationship with the current ownerTherefore there can be no claim in contractBut the windows had a warrantyMy client was responsible for defective windows and improper installation, if anyThere is no suggestion the windows were defectiveWe do not agree the install was improperThe home inspection report does not find the install to be improperThe conditions complained of by the engineer, if one is to accept the findings of the home inspector, occurred after September, It is unfortunate Mr*** has these issuesBut he took title at least in part in reliance on his own professional inspectionBased on all the facts there is no evidence of a causal connection between the damage and the work or product of my clientRespectfully submitted, /s/*** ** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Pella never gave me a choice of hardware color. My selection of exterior color was never used even though Bryan said that I would get it.Sent note on the 19th of June requesting the hardware change with a follon July 6th. Scheduled for next week
Regards,
*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIf there are any more delays or cancelations in this issue I will still pursue this matter further.
Regards,
*** ***
Initial Business Response /* (1000, 9, 2015/10/28) */
We did not touch the battery in the customers vehicleI apologize that it diedIt was over five years old, which is the typical lifespan of a batteryShe should definitely have it replaced before winter comes
The altercation Ms***
describes is fraudulent and we cannot entertain it
Initial Consumer Rebuttal /* (3000, 11, 2015/11/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business has not denied or even responded to the series of facts which I recountedThey haven't bothered to address the numerous details that I have listedTherefore, the complaint must be conceded to be trueThe business has not denied any of the specific points of substanceFor instance, they did not deny:
their failure to communicate about the status of the work, or
their extensive delay in doing the work, or
their failure to do the work as promised, or
their failure to use the parts they had promised, or
their attempted refusal to show me the invoice for the parts put on my car, or
their preventing me from retaining my payment check and voiding the transaction and returning another time to deal with it
All of these components of my complaint must be taken as conceded to be true, since the business has not denied themIn fact, they had failed to respond at all in the days that Revdex.com allowed them, and only barely responded with a minimal line response after Revdex.com sent a second request for a response with additional time provided them
These complaints which stand unchallenged are clearly not acceptable business practices
Moreover, the business has admitted that they returned my car to me with a dead battery, although the car was operating fine when I drove it to their shop and left it there for minor body worknothing to do with operational function of the carTheir verbal response to me, of 'what do you expect when a car has been sitting in the garage for two weeks, that this happens frequently when you leave a car for repair', so I shouldn't be surprised that while in their custody they caused my auto battery to go dead, is beneath the dignity of a response
Finally, without any specification they assert that the "altercation" I described was "fraudulent" They are being completely dishonestI have a witness to how physically upset and distraught I was by their abusive language to meIn fact, when someone came to rescue me from their facility, he wasn't sure I should drive my car home because I was still shaking so violently and sobbingI couldn't possibly have made up how they talked to me and how they treated me
I would swear under oath that every detail that I recounted in my Complaint is completely trueI have described specific words and actions they took, and they have not denied those details or even bothered to respond to themIn addition to all the un-rebutted elements of my Complaint above, their conduct gave me ample reason to be physically afraid
To say that they acted unprofessionally would be a gross understatementTheir shouting and volatility and personal insults described in detail in my Complaint, as well as implied threats, were something I have never encountered in any business situationMy fear was compounded by the fact that it was the end of the day, no one else was around, I was in an enclosed area not directly accessible to the street, and I was a lone older female isolated in this confrontation with several males I wouldn't have taken on the significant burden of time to tell this experience in detail if it were not so remarkably upsetting to me
I was traumatized by the experience, and would hope to spare others from going through that
This business has not bothered to rebut my ComplaintThe Complaint has been shown to be well-founded
Final Consumer Response /* (4200, 19, 2015/12/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That Denver Auto Body has twice failed to respond to this complaint in the time that Revdex.com gave to it is indicative of its behavior overallThey don't play by the rulesThe language they have used now,continuing insults and sarcasm is all the more revealing of how they treated me, the customer, in their physical dealings with meI have taken a great deal of time to recite specific facts and statements, which they have not bothered to denyInstead they disparage me and my vehicle, and give you information
This complaint was filed on September 30, about my disturbing experience with this business on September 29, The business was told to respond to my detailed multi-faceted complaint by October They chose not to respondAfter reminders from Revdex.com, they filed a four sentence response which did not address any specifics
They did not deny any of the six detailed problems that I again listed in my rebuttal filed on November Once again, the business did not respond to Revdex.com's deadline for response of November Again, Revdex.com gave them a reminder and then they did respond on December
Their response this time suggests they realized they couldn't continue to ignore the complaint, and chose to attack rather than defend their own actionsThey still have not denied numerous unprofessional behavior, including insults that crossed the line into abusive language and physical behavior that made me feel physically threatenedI am not going to recite those details again hereI have spelled it outIt is too upsetting to keep reliving this exceptionally unpleasant experience
Their bizarre opening sentence that
"we are not really sure whether Mrs*** is an aspiring novelist"
is indicative of their barrage of unprofessional languageHowever, in person their language to me was verbally abusive, as well as shouted at meI recited the specifics of that in my complaint alreadyThey have not rebutted thatTheir sarcasm in what they have written is revealing of their disrespectIn fact, to say that I was treated with disrespect is a gross understatementIf there had been any other customers there, I doubt they would have been so comfortable bullying and insulting meEven now in their filing with you, they couldn't resist throwing in unprofessional insults
They have attempted to mislead you by distraction of disparaging me and my car, with a series of statements Yet, they have admitted that they turned my car over to me with a dead batteryMy car was not there for any operational mechanical workThere was no problem with my car's battery when I left it in their custodyIn fact, earlier in the month, I had been away on vacation for two weeks, while the car sat without being turned on onceIt started up immediately on the first turn of the ignition when I returned from that vacation
Secondly, they try to disparage the value of the carThey have given you a valuation of my carKelly Blue Book establishes the value as more than $higher than what they have stated in their filingHowever, their whole point is irrelevant since another driver's insurance assumed complete fault and was paying for the damageTo suggest that my car might be "considered a total loss, and she never would have got the vehicle back" is simply flat out wrong, but intended as a red herring to distract from their misconduct
Thirdly, they have now introduced a blatantly assertion that they discovered more damage than what they had initially assessedThat is falseThey submitted an initial estimate of $ to repair the carI have that paperworkTheir final actual bill for the total repair was $ There was no surprise additional damage that they discoveredIn fact, they told insurance that their total was $ Moreover, if they had discovered supplemental damage more than was initially reported, they should have informed meThey certainly did not inform me of thatNow, two and a half months after the fact, is the first time they are raising the claim of additional damage that they hadn't realizedIt would be highly unethical if they had found additional damage (which they now seem to claim) and failed to tell me, the customer
It should be noted that I first brought the car in to them in July for evaluation, and that their work starting on September 14, was scheduled many weeks in advanceI had scheduled that to occur a week after my return from vacationThey had the car from September until September 29, for the "five day repair"I called numerous times and was strung along over and over, and told I would get a call if it would not be ready on successive dates that passed by without a call
Denver Auto Body has not denied the insulting language they used with meNor have they denied that they initially tried to prevent me from seeing or having a copy of the paperwork showing what parts were put onto my carNor have they denied refusing to allow me to pay with my credit card as I had expected to doThey forced me to sign over to them the insurance check made out to me toThat seemed peculiarI would have had consumer rights if I had paid with my credit card
They have never even pretended to apologize for the way they treated me on September 29, I would have expected at least some sort of token gesture on their part, to mitigate for their treatment of meI have never in my life experienced anything like this abuseThey have acknowledged that I was deeply upset and sobbing at the time
Regardless of their work on my car, and the failed representations they had made to me, they grossly failed to treat me with fairness, much less honor or integrityNothing in this business' conduct and handling of my car seems compatible with any kind of concept of an ethical marketplace
This entire experience has been utterly upsetting for meNevertheless, I have filed this complaint in hopes of sparing others my experienceDenver Auto body has had plenty of opportunities to rebut my complaint by this time, and it would be inappropriate to permit them to file anything further at this late date They chose to try to ignore the complaint, and didn't bother to comply with deadlines given them, and then simply responded by further insultsI will not be subjected to any further insults from them, or further stress of having this dragged out furtherI find this very upsetting now to face continual insults
Revdex.com now has more than adequate facts in this record showing how Denver Auto Body fails to meet Revdex.com's standards
Final Business Response /* (4000, 21, 2016/01/04) */
What this matter really comes down to are these following facts:
Much of what Ms*** says has no basis, is untrue, and warrants no further response from us to the Revdex.comSome of the language used by Ms*** for example, "I crumpled to the concrete pavement next to the car and was sobbing, and shaking violently", is absolutely out of context, and untrueWe will not entertain this type of false, sympathy seeking statement, when it was intentionally made up to try to get a free replacement battery for her current battery that is at the end of its manufacturer given lifespan
Ms*** was not disrespected here, nor verbally abusedIf she feels as if it was disrespectful for us to use a recycled tailgate on her year old car, she should contact her insurance company and take the issue up with themThey instructed us to use that gate, as would any other insurance company, for cost saving purposes, and to keep the vehicle from becoming a total lossThis is a fact, and if Ms*** has any further issues regarding this she should look at the original copy of the estimate which was given to her by her insurance company, and she had in her possession long before she ever brought the car to usThe approved amount to repair her car initially was $2065.55, after the vehicle was taken apart; we found $worth of additional damageMs*** has a copy of this invoice
We apologize that the battery was dead on Ms***'s vehicle when she came to pick it upWe never touched the battery, and as Ms*** states, we never did any mechanical work on her vehicleIf she had co
Ms*** was provided a detailed copy of the work that was done to her carParts invoices sent to us by vendors, and addressed to us, not a vehicle ownerThe invoice she has lists what parts were used on her vehicle
We tell every customer when they drop off their vehicle that we will need the insurance check issued to them by the insurance company to pay for their repairsAt the time the repairs are complete, and they pick up their vehicleThere is also a large sign that hangs in our office that has been there for years that dictates the same thingIt is unfortunate that Ms*** finds it "peculiar" that she would need to pay for repairs on her vehicle using a check that was issued by her insurance company to pay for her repairs on her vehicle
We will not be purchasing Ms*** a replacement batteryHer battery is at the end of it's lifespan, and we have no good will for a vindictive, malicious individual
Denver Auto Body & Paint has been in business for over yearsWe have grown to be the largest privately owned collision shop in ColoradoWe certainly did not achieve this by being disrespectful, dishonest, or rude to our customersWe believe Ms*** is making a blatant attempt to tarnish our reputation fabricating a story to make us sound as if we treated her anything less than a valued clientWe are not perfect, and definitely make mistakes from time to timeWe always strive to make things right, and there are hundreds of people how would attest to this
Thank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Pella never gave me a choice of hardware color My selection of exterior color was never used even though Bryan said that I would get it.Sent note on the 19th of June requesting the hardware change with a follon July 6th Scheduled for next week Regards, [redacted]
We are sorry to hear that Mr [redacted] is not happy with the color of his exterior windows but the color he received is what he orderedHis quote and contract, which was signed by Mr [redacted] line by line, match and states in detail the installation method, interior/exterior colors, and hardware colorsAll our product is custom made per home per opening and is reviewed in detail before the order is placedWe have offered to replace the hardware and screens at no costWe are also willing to have our field supervisor out to review the rot concern and addressI have attached a copy of the signed contract to this response
Mrs [redacted] purchased windows from us on 10/20/ The windows were purchased with custom color stain and the factory did a poor job of matching the color originally We had to replace the window and re-stain, which is why is took six weeks, we do apologize for the mistake but we did correct it As far as the window treatments, we install anywhere from to jobs in a given week and window treatments are always brought up during the sales process and in conversations with the project management team before the install for a few different reasons One, it is the responsibility of the customer to remove and reinstall window treatments, however if they would like for us to do so we will but there is an additional charge Two, windows come in various sizes, depths, and profiles, so there are times that old window treatments will not fit new windows or will fit differently As far as Mrs [redacted] 's windows I know the contract does not state for us to reinstall blinds The job was completed on 1/16/and a certificate of completion was signed I show that the crew did go back on 1/to install the blinds as a good will gesture I will attach a picture showing the blinds are in fact installed They do not fit the same as they did on her old windows as the new windows have a different profile The only way to get blinds to fit the same would be to purchase new ones
The installation was a pocket replacement window meaning a new window was installed within and old window frame The new windows were installed and sealed correctly back to the original window frame A couple of the weeping holes were clogged but those were cleaned out by the technician on 7/ If there was water penetrating around the frame of the window before we installed the replacement windows, a new pocket window will not solve a water infiltration issue around the existing window.It does appear that there may have been some caulk separation in some places on the cosmetic capping (bent aluminum coil that covers the exterior of the old window frame) causing visible voids The pictures provided show that the house was painted after the windows were installed If the caulk had not fully cured before painting, any flex in the siding while taping off the windows or leaning against the siding with a ladder could have caused the separation If the separation was present before the house was painted, we should have been notified by the contractor that Gunton installed for Regardless, the significant water damaged depicted in the interior wall cavity with the drywall cut out is years, upon years of water damage Water damage so bad that the exterior sheathing of the house is completely disintegrated and the only thing between the drywall and the outside was the aluminum siding Water damage so bad that the wood studs appear to be disintegrating as well This also appears to have been run through the consumers insurance company already and a check has been cut to the consumer to repair the damage If the consumer is looking to contract us to repair the damage, we are not a general contractor able to provide those services
Consumer sent the following third party statement and copy of home inspection to be included with their complaint See attached
Initial Business Response / [redacted] (1000, 9, 2015/10/28) */ We did not touch the battery in the customers vehicleI apologize that it diedIt was over five years old, which is the typical lifespan of a batteryShe should definitely have it replaced before winter comes The altercation Ms [redacted] describes is fraudulent and we cannot entertain it Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business has not denied or even responded to the series of facts which I recountedThey haven't bothered to address the numerous details that I have listedTherefore, the complaint must be conceded to be trueThe business has not denied any of the specific points of substanceFor instance, they did not deny: their failure to communicate about the status of the work, or their extensive delay in doing the work, or their failure to do the work as promised, or their failure to use the parts they had promised, or their attempted refusal to show me the invoice for the parts put on my car, or their preventing me from retaining my payment check and voiding the transaction and returning another time to deal with it All of these components of my complaint must be taken as conceded to be true, since the business has not denied themIn fact, they had failed to respond at all in the days that Revdex.com allowed them, and only barely responded with a minimal line response after Revdex.com sent a second request for a response with additional time provided them These complaints which stand unchallenged are clearly not acceptable business practices Moreover, the business has admitted that they returned my car to me with a dead battery, although the car was operating fine when I drove it to their shop and left it there for minor body worknothing to do with operational function of the carTheir verbal response to me, of 'what do you expect when a car has been sitting in the garage for two weeks, that this happens frequently when you leave a car for repair', so I shouldn't be surprised that while in their custody they caused my auto battery to go dead, is beneath the dignity of a response Finally, without any specification they assert that the "altercation" I described was "fraudulent" They are being completely dishonestI have a witness to how physically upset and distraught I was by their abusive language to meIn fact, when someone came to rescue me from their facility, he wasn't sure I should drive my car home because I was still shaking so violently and sobbingI couldn't possibly have made up how they talked to me and how they treated me I would swear under oath that every detail that I recounted in my Complaint is completely trueI have described specific words and actions they took, and they have not denied those details or even bothered to respond to themIn addition to all the un-rebutted elements of my Complaint above, their conduct gave me ample reason to be physically afraid To say that they acted unprofessionally would be a gross understatementTheir shouting and volatility and personal insults described in detail in my Complaint, as well as implied threats, were something I have never encountered in any business situationMy fear was compounded by the fact that it was the end of the day, no one else was around, I was in an enclosed area not directly accessible to the street, and I was a lone older female isolated in this confrontation with several males I wouldn't have taken on the significant burden of time to tell this experience in detail if it were not so remarkably upsetting to me I was traumatized by the experience, and would hope to spare others from going through that This business has not bothered to rebut my ComplaintThe Complaint has been shown to be well-founded Final Consumer Response / [redacted] (4200, 19, 2015/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) That Denver Auto Body has twice failed to respond to this complaint in the time that Revdex.com gave to it is indicative of its behavior overallThey don't play by the rulesThe language they have used now,continuing insults and sarcasm is all the more revealing of how they treated me, the customer, in their physical dealings with meI have taken a great deal of time to recite specific facts and statements, which they have not bothered to denyInstead they disparage me and my vehicle, and give you information This complaint was filed on September 30, about my disturbing experience with this business on September 29, The business was told to respond to my detailed multi-faceted complaint by October They chose not to respondAfter reminders from Revdex.com, they filed a four sentence response which did not address any specifics They did not deny any of the six detailed problems that I again listed in my rebuttal filed on November Once again, the business did not respond to Revdex.com's deadline for response of November Again, Revdex.com gave them a reminder and then they did respond on December Their response this time suggests they realized they couldn't continue to ignore the complaint, and chose to attack rather than defend their own actionsThey still have not denied numerous unprofessional behavior, including insults that crossed the line into abusive language and physical behavior that made me feel physically threatenedI am not going to recite those details again hereI have spelled it outIt is too upsetting to keep reliving this exceptionally unpleasant experience Their bizarre opening sentence that "we are not really sure whether Mrs [redacted] is an aspiring novelist" is indicative of their barrage of unprofessional languageHowever, in person their language to me was verbally abusive, as well as shouted at meI recited the specifics of that in my complaint alreadyThey have not rebutted thatTheir sarcasm in what they have written is revealing of their disrespectIn fact, to say that I was treated with disrespect is a gross understatementIf there had been any other customers there, I doubt they would have been so comfortable bullying and insulting meEven now in their filing with you, they couldn't resist throwing in unprofessional insults They have attempted to mislead you by distraction of disparaging me and my car, with a series of statements Yet, they have admitted that they turned my car over to me with a dead batteryMy car was not there for any operational mechanical workThere was no problem with my car's battery when I left it in their custodyIn fact, earlier in the month, I had been away on vacation for two weeks, while the car sat without being turned on onceIt started up immediately on the first turn of the ignition when I returned from that vacation Secondly, they try to disparage the value of the carThey have given you a valuation of my carKelly Blue Book establishes the value as more than $higher than what they have stated in their filingHowever, their whole point is irrelevant since another driver's insurance assumed complete fault and was paying for the damageTo suggest that my car might be "considered a total loss, and she never would have got the vehicle back" is simply flat out wrong, but intended as a red herring to distract from their misconduct Thirdly, they have now introduced a blatantly assertion that they discovered more damage than what they had initially assessedThat is falseThey submitted an initial estimate of $ to repair the carI have that paperworkTheir final actual bill for the total repair was $ There was no surprise additional damage that they discoveredIn fact, they told insurance that their total was $ Moreover, if they had discovered supplemental damage more than was initially reported, they should have informed meThey certainly did not inform me of thatNow, two and a half months after the fact, is the first time they are raising the claim of additional damage that they hadn't realizedIt would be highly unethical if they had found additional damage (which they now seem to claim) and failed to tell me, the customer It should be noted that I first brought the car in to them in July for evaluation, and that their work starting on September 14, was scheduled many weeks in advanceI had scheduled that to occur a week after my return from vacationThey had the car from September until September 29, for the "five day repair"I called numerous times and was strung along over and over, and told I would get a call if it would not be ready on successive dates that passed by without a call Denver Auto Body has not denied the insulting language they used with meNor have they denied that they initially tried to prevent me from seeing or having a copy of the paperwork showing what parts were put onto my carNor have they denied refusing to allow me to pay with my credit card as I had expected to doThey forced me to sign over to them the insurance check made out to me toThat seemed peculiarI would have had consumer rights if I had paid with my credit card They have never even pretended to apologize for the way they treated me on September 29, I would have expected at least some sort of token gesture on their part, to mitigate for their treatment of meI have never in my life experienced anything like this abuseThey have acknowledged that I was deeply upset and sobbing at the time Regardless of their work on my car, and the failed representations they had made to me, they grossly failed to treat me with fairness, much less honor or integrityNothing in this business' conduct and handling of my car seems compatible with any kind of concept of an ethical marketplace This entire experience has been utterly upsetting for meNevertheless, I have filed this complaint in hopes of sparing others my experienceDenver Auto body has had plenty of opportunities to rebut my complaint by this time, and it would be inappropriate to permit them to file anything further at this late date They chose to try to ignore the complaint, and didn't bother to comply with deadlines given them, and then simply responded by further insultsI will not be subjected to any further insults from them, or further stress of having this dragged out furtherI find this very upsetting now to face continual insults Revdex.com now has more than adequate facts in this record showing how Denver Auto Body fails to meet Revdex.com's standards Final Business Response / [redacted] (4000, 21, 2016/01/04) */ What this matter really comes down to are these following facts: Much of what Ms [redacted] says has no basis, is untrue, and warrants no further response from us to the Revdex.comSome of the language used by Ms [redacted] for example, "I crumpled to the concrete pavement next to the car and was sobbing, and shaking violently", is absolutely out of context, and untrueWe will not entertain this type of false, sympathy seeking statement, when it was intentionally made up to try to get a free replacement battery for her current battery that is at the end of its manufacturer given lifespan Ms [redacted] was not disrespected here, nor verbally abusedIf she feels as if it was disrespectful for us to use a recycled tailgate on her year old car, she should contact her insurance company and take the issue up with themThey instructed us to use that gate, as would any other insurance company, for cost saving purposes, and to keep the vehicle from becoming a total lossThis is a fact, and if Ms [redacted] has any further issues regarding this she should look at the original copy of the estimate which was given to her by her insurance company, and she had in her possession long before she ever brought the car to usThe approved amount to repair her car initially was $2065.55, after the vehicle was taken apart; we found $worth of additional damageMs [redacted] has a copy of this invoice We apologize that the battery was dead on Ms [redacted] 's vehicle when she came to pick it upWe never touched the battery, and as Ms [redacted] states, we never did any mechanical work on her vehicleIf she had co Ms [redacted] was provided a detailed copy of the work that was done to her carParts invoices sent to us by vendors, and addressed to us, not a vehicle ownerThe invoice she has lists what parts were used on her vehicle We tell every customer when they drop off their vehicle that we will need the insurance check issued to them by the insurance company to pay for their repairsAt the time the repairs are complete, and they pick up their vehicleThere is also a large sign that hangs in our office that has been there for years that dictates the same thingIt is unfortunate that Ms [redacted] finds it "peculiar" that she would need to pay for repairs on her vehicle using a check that was issued by her insurance company to pay for her repairs on her vehicle We will not be purchasing Ms [redacted] a replacement batteryHer battery is at the end of it's lifespan, and we have no good will for a vindictive, malicious individual Denver Auto Body & Paint has been in business for over yearsWe have grown to be the largest privately owned collision shop in ColoradoWe certainly did not achieve this by being disrespectful, dishonest, or rude to our customersWe believe Ms [redacted] is making a blatant attempt to tarnish our reputation fabricating a story to make us sound as if we treated her anything less than a valued clientWe are not perfect, and definitely make mistakes from time to timeWe always strive to make things right, and there are hundreds of people how would attest to this Thank you
Business sent the following response:I am following up on the response of my client with regard to the above-noted file numberIn the last few days I was able to get the information I had been seeking.The issue in its simplest terms has been what if any responsibility should be imposed on my client or accepted by it for the alleged interior wall damage discovered by the current owner, the complaining partyTo this point my client's consistent response has been that the photos of the damage depict conditions that could not have occurred within the limited time frame during which my client was involved with the propertyIn other words the extent of the damage indicates the causative defect has been a long-standing one, preceding the time that my client came upon the property to install windows.I have contacted both the prior owner and the head of the team that did the install of my client's productThis also led to obtaining information directly from a laborer who did the install workThe owner who preceded the complaining party in this file owned the property brieflyThis was a flip transactionThat owner however confirmed that the building did require extensive roof work in addition to the window installationHe denied knowledge of the condition of the interior walls upon selling the property.Our install people however recalled this projectI have been told that two window openings were covered with plywoodOur people found on starting the job that there was considerable evidence of interior water damageAccordingly, this information supports my client's position that it is likely this property was purchased by the current owner in a water damaged conditionI have to question whether the buyer undertook to have this property inspected prior to purchase, relied on his own visual inspection, or simply purchased "as is".We must adhere to our position that we are not responsible for this extensive damageWe agreed there was evidence of a caulking issueThis could have been the responsibility of the painting crewIf our install involved poor caulking, which we do not admit, such a minor defect did not contribute to the extensive damage depicted.I thank you for allowing me this extended time to obtain information to respond to the complaint[redacted] ***, [redacted] ***
Final Consumer Response / [redacted] */ From: [redacted] ( [redacted] @gmail.com) Sent: Tuesday, July 07, XXXX X:XX AM To: Ashleigh Adams Subject: Fwd: BBB Complaint Case# 75257722 (Ref#XX-XXXX-XXXXXXXX-X-XXX) Yes, this has been resolved. Thank you. Sent from my iPad
Our Field Supervisor was out to the home on 7/and replaced all hardware for the customer free of charge as a one time goodwill gesture
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,
*** & *** ***
Consumer sent the following additional information:THIS FAR, HERE IS THE ESTIMATE TO REPAIR DAMAGE FROM WATER INTRUSION OCCOURED DUE TO IMPROPERLY INSTALLED WINDOWSTHIS INTRUSION HAS OCCOURED SINCE JUNE 2015PELLA-GOUTON HAS MADE NO REASONABLE OFFER TO CORRECT THIS MISTAKETHE BURDON HAS ALL BEEN ON *** & I TO REMEDY THEIR MISTAKEMIKE M*** FROM PELLA WINDOWS DENIES ANY WRONG DOINGSINCE THIS TIME PARTS OF THE HOUSE HAVE HAD TO BE CLOSED OFF DUE TO THE DAMAGEA FAIR ESTIMATE IS PROVIDED PLEASE ADVISE *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
Linda ***
We have refunded the custom $183.62, which is above and beyond what she was asking for As a standard procedure we charge $for a service inspection which she was made aware of at the time of the initial call made to Sarah in our officeMrs*** was made aware of this charge and Sarah
secured her payment information for this service on the initial phone call which shows that the conversation did take place After the service was complete, the customer complained that we charged her for the visit and didn't understand why, at which point I explained what the charge was for and reminded her that the payment information was given by her to our service rep, therefore that conversation did take place I then assured her I would wave the labor charge on the return service trip, and she agreed that was acceptable She then returned the signed service quote and we ordered and scheduled the work to be completed After the work was completed Sarah by mistake included the standard labor charge again, which was a simple mistake, consequently the credit card was run for the full amount I then spoke with Mrs***t to explain it was just a mistake that was made and we would be happy to refund her that amount She then brought to my attention that she felt she was being mislead and we were fraudulent which is certainly not the case, as again, a mistake was made, nothing more than that The service ticket that she signed had the amount of $299.98, as we had not added the labor, service use fee, or the proper cost of the parts to the service ticket since some of that is a manual entry and that was not done prior to printing out the techs paperwork, again an error on us Once our service rep received the paperwork back from our technician, as she normally would, she adjusted the billing to reflect the signed quote, which was in the amount of $ So to make the best of the situation and the misunderstanding I refunded the amount of $183.62, which was more than just the labor that we agreed upon I left her a message to discuss this one last time to make sure we were on the same page, she declined that conversation via email, saying there was nothing to discuss We have done nothing that would reflect any fraudulent charges and her claims of that were untrue We have rectified the situation and the customer has been refunded accordingly
As far as I know this job is closed. We went back out and redid blinds again and she was happy. Here are the documents you requested
From: *** ***t Date: Sun, Dec 11, at 5:AMSubject: CANCEL/RESOLVED complaint #***To: [email protected] Morning,Kindly cancel/resolve complaint #*** Gunton returned my money this weekend. Thank you for your support, I firmly believe you made a difference.***
We are aware of the issues at *** *** residence and we apologize for how the service has been handled as of late. We met with the installation crew that did the job today and have reviewed their schedule. They will attempt to go to the *** Residence tomorrow afternoon and repair
things. As far as the storm door we have the parts and will have a technician out on 9/to address. Again we are very sorry for these issues and will resolve them shortly
Business responded See attached.Business response also copied and pasted below by Revdex.com staff 1/7/*** ** *** ATTORNEY AT LAW *** *** *** ***
*** *** *** *** ***Ms, *** *** ***Revdex.comEuclid Ave., 4th FloorCleveland, Oh January 7, 2016Re: ID# 10761694Dear Ms***, Please accept this reply on behalf of my client Gunton CorporationIt follows the complainant’s apparent recent submission of his own material in the form of a home inspection report of September 23, and an engineering evaluation of December 2, Kindly incorporate herein my earlier note to Ms.*** dated November 24, I have now reviewed both of the above-noted documents for the first timePlease note the significance of the datesMy client’s work was done in May, 2014, about four months before the home inspectionThe report has a glossary of short-hand definitions with the letter “A’ indicating a condition deemed, “Acceptable, Functional with no obvious signs of defect”The issue raised by the complaint involved alleged improper bedroom window installation causing extensive water damagePages and of the report show the inspection of every window and wall in the structure four months after install and there is not a single reference to a problemAll bedroom walls and windows are graded “A”The engineering report was based on visits to the subject property in August and September, My client and I question whether the author had access to all the relevant facts at that timeI interviewed both the prior owner of the structure and the crew that installed the windowsThis crew has no current affiliation with my client. On its face the engineer’s report does not take into consideration the condition of this structure prior to May, The facts show per the installers that window openings were boarded and the interior walls displayed significant water damage prior to new window installationThe previous owner has confirmed that in the short period of time he owned the structure, he installed a new roof(I observe from the home inspection, page 3, a reference to the roof being less than two years old) What possible water issues existed which required a new roof? The prior owner has also acknowledged he had the place painted after my client installed windowsPainting typically involves caulkingMy client returned to the site in July, after being notified of a water issueCorrective work was undertaken to window caulking and the weep holesHowever, this work was done without any admission that my client performed a defective installThe conditions then addressed (caulking and weep holes) could have arguably been caused by the paintersIn summation, his own documents on which Mr*** now relies actually support my client’s contentions, not hisFour months after the install, the home inspector found nothing wrong with the windowsThe engineer’s report finds fault based on a review of the site which occurred aboutmonths after my client’s installation work, and months after the home inspectionI realize your office does not function as a court of lawHowever, one cannot avoid questioning the causal relationship issueThis building had serious wall moisture before May, Even assuming for the sake of discussion only that my client’s caulking was poor and the weep holes were compromised (neither of which are supported by the home inspection), how can one assign to my client responsibility for conditions that pre-dated our presence on the property? Such an effort fails totally in light of the present owner’s own home inspection reportMy client had no contractual relationship with the current ownerTherefore there can be no claim in contractBut the windows had a warrantyMy client was responsible for defective windows and improper installation, if anyThere is no suggestion the windows were defectiveWe do not agree the install was improperThe home inspection report does not find the install to be improperThe conditions complained of by the engineer, if one is to accept the findings of the home inspector, occurred after September, It is unfortunate Mr*** has these issuesBut he took title at least in part in reliance on his own professional inspectionBased on all the facts there is no evidence of a causal connection between the damage and the work or product of my clientRespectfully submitted, /s/*** ** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Pella never gave me a choice of hardware color. My selection of exterior color was never used even though Bryan said that I would get it.Sent note on the 19th of June requesting the hardware change with a follon July 6th. Scheduled for next week
Regards,
*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIf there are any more delays or cancelations in this issue I will still pursue this matter further.
Regards,
*** ***
Initial Business Response /* (1000, 9, 2015/10/28) */
We did not touch the battery in the customers vehicleI apologize that it diedIt was over five years old, which is the typical lifespan of a batteryShe should definitely have it replaced before winter comes
The altercation Ms***
describes is fraudulent and we cannot entertain it
Initial Consumer Rebuttal /* (3000, 11, 2015/11/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business has not denied or even responded to the series of facts which I recountedThey haven't bothered to address the numerous details that I have listedTherefore, the complaint must be conceded to be trueThe business has not denied any of the specific points of substanceFor instance, they did not deny:
their failure to communicate about the status of the work, or
their extensive delay in doing the work, or
their failure to do the work as promised, or
their failure to use the parts they had promised, or
their attempted refusal to show me the invoice for the parts put on my car, or
their preventing me from retaining my payment check and voiding the transaction and returning another time to deal with it
All of these components of my complaint must be taken as conceded to be true, since the business has not denied themIn fact, they had failed to respond at all in the days that Revdex.com allowed them, and only barely responded with a minimal line response after Revdex.com sent a second request for a response with additional time provided them
These complaints which stand unchallenged are clearly not acceptable business practices
Moreover, the business has admitted that they returned my car to me with a dead battery, although the car was operating fine when I drove it to their shop and left it there for minor body worknothing to do with operational function of the carTheir verbal response to me, of 'what do you expect when a car has been sitting in the garage for two weeks, that this happens frequently when you leave a car for repair', so I shouldn't be surprised that while in their custody they caused my auto battery to go dead, is beneath the dignity of a response
Finally, without any specification they assert that the "altercation" I described was "fraudulent" They are being completely dishonestI have a witness to how physically upset and distraught I was by their abusive language to meIn fact, when someone came to rescue me from their facility, he wasn't sure I should drive my car home because I was still shaking so violently and sobbingI couldn't possibly have made up how they talked to me and how they treated me
I would swear under oath that every detail that I recounted in my Complaint is completely trueI have described specific words and actions they took, and they have not denied those details or even bothered to respond to themIn addition to all the un-rebutted elements of my Complaint above, their conduct gave me ample reason to be physically afraid
To say that they acted unprofessionally would be a gross understatementTheir shouting and volatility and personal insults described in detail in my Complaint, as well as implied threats, were something I have never encountered in any business situationMy fear was compounded by the fact that it was the end of the day, no one else was around, I was in an enclosed area not directly accessible to the street, and I was a lone older female isolated in this confrontation with several males I wouldn't have taken on the significant burden of time to tell this experience in detail if it were not so remarkably upsetting to me
I was traumatized by the experience, and would hope to spare others from going through that
This business has not bothered to rebut my ComplaintThe Complaint has been shown to be well-founded
Final Consumer Response /* (4200, 19, 2015/12/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That Denver Auto Body has twice failed to respond to this complaint in the time that Revdex.com gave to it is indicative of its behavior overallThey don't play by the rulesThe language they have used now,continuing insults and sarcasm is all the more revealing of how they treated me, the customer, in their physical dealings with meI have taken a great deal of time to recite specific facts and statements, which they have not bothered to denyInstead they disparage me and my vehicle, and give you information
This complaint was filed on September 30, about my disturbing experience with this business on September 29, The business was told to respond to my detailed multi-faceted complaint by October They chose not to respondAfter reminders from Revdex.com, they filed a four sentence response which did not address any specifics
They did not deny any of the six detailed problems that I again listed in my rebuttal filed on November Once again, the business did not respond to Revdex.com's deadline for response of November Again, Revdex.com gave them a reminder and then they did respond on December
Their response this time suggests they realized they couldn't continue to ignore the complaint, and chose to attack rather than defend their own actionsThey still have not denied numerous unprofessional behavior, including insults that crossed the line into abusive language and physical behavior that made me feel physically threatenedI am not going to recite those details again hereI have spelled it outIt is too upsetting to keep reliving this exceptionally unpleasant experience
Their bizarre opening sentence that
"we are not really sure whether Mrs*** is an aspiring novelist"
is indicative of their barrage of unprofessional languageHowever, in person their language to me was verbally abusive, as well as shouted at meI recited the specifics of that in my complaint alreadyThey have not rebutted thatTheir sarcasm in what they have written is revealing of their disrespectIn fact, to say that I was treated with disrespect is a gross understatementIf there had been any other customers there, I doubt they would have been so comfortable bullying and insulting meEven now in their filing with you, they couldn't resist throwing in unprofessional insults
They have attempted to mislead you by distraction of disparaging me and my car, with a series of statements Yet, they have admitted that they turned my car over to me with a dead batteryMy car was not there for any operational mechanical workThere was no problem with my car's battery when I left it in their custodyIn fact, earlier in the month, I had been away on vacation for two weeks, while the car sat without being turned on onceIt started up immediately on the first turn of the ignition when I returned from that vacation
Secondly, they try to disparage the value of the carThey have given you a valuation of my carKelly Blue Book establishes the value as more than $higher than what they have stated in their filingHowever, their whole point is irrelevant since another driver's insurance assumed complete fault and was paying for the damageTo suggest that my car might be "considered a total loss, and she never would have got the vehicle back" is simply flat out wrong, but intended as a red herring to distract from their misconduct
Thirdly, they have now introduced a blatantly assertion that they discovered more damage than what they had initially assessedThat is falseThey submitted an initial estimate of $ to repair the carI have that paperworkTheir final actual bill for the total repair was $ There was no surprise additional damage that they discoveredIn fact, they told insurance that their total was $ Moreover, if they had discovered supplemental damage more than was initially reported, they should have informed meThey certainly did not inform me of thatNow, two and a half months after the fact, is the first time they are raising the claim of additional damage that they hadn't realizedIt would be highly unethical if they had found additional damage (which they now seem to claim) and failed to tell me, the customer
It should be noted that I first brought the car in to them in July for evaluation, and that their work starting on September 14, was scheduled many weeks in advanceI had scheduled that to occur a week after my return from vacationThey had the car from September until September 29, for the "five day repair"I called numerous times and was strung along over and over, and told I would get a call if it would not be ready on successive dates that passed by without a call
Denver Auto Body has not denied the insulting language they used with meNor have they denied that they initially tried to prevent me from seeing or having a copy of the paperwork showing what parts were put onto my carNor have they denied refusing to allow me to pay with my credit card as I had expected to doThey forced me to sign over to them the insurance check made out to me toThat seemed peculiarI would have had consumer rights if I had paid with my credit card
They have never even pretended to apologize for the way they treated me on September 29, I would have expected at least some sort of token gesture on their part, to mitigate for their treatment of meI have never in my life experienced anything like this abuseThey have acknowledged that I was deeply upset and sobbing at the time
Regardless of their work on my car, and the failed representations they had made to me, they grossly failed to treat me with fairness, much less honor or integrityNothing in this business' conduct and handling of my car seems compatible with any kind of concept of an ethical marketplace
This entire experience has been utterly upsetting for meNevertheless, I have filed this complaint in hopes of sparing others my experienceDenver Auto body has had plenty of opportunities to rebut my complaint by this time, and it would be inappropriate to permit them to file anything further at this late date They chose to try to ignore the complaint, and didn't bother to comply with deadlines given them, and then simply responded by further insultsI will not be subjected to any further insults from them, or further stress of having this dragged out furtherI find this very upsetting now to face continual insults
Revdex.com now has more than adequate facts in this record showing how Denver Auto Body fails to meet Revdex.com's standards
Final Business Response /* (4000, 21, 2016/01/04) */
What this matter really comes down to are these following facts:
Much of what Ms*** says has no basis, is untrue, and warrants no further response from us to the Revdex.comSome of the language used by Ms*** for example, "I crumpled to the concrete pavement next to the car and was sobbing, and shaking violently", is absolutely out of context, and untrueWe will not entertain this type of false, sympathy seeking statement, when it was intentionally made up to try to get a free replacement battery for her current battery that is at the end of its manufacturer given lifespan
Ms*** was not disrespected here, nor verbally abusedIf she feels as if it was disrespectful for us to use a recycled tailgate on her year old car, she should contact her insurance company and take the issue up with themThey instructed us to use that gate, as would any other insurance company, for cost saving purposes, and to keep the vehicle from becoming a total lossThis is a fact, and if Ms*** has any further issues regarding this she should look at the original copy of the estimate which was given to her by her insurance company, and she had in her possession long before she ever brought the car to usThe approved amount to repair her car initially was $2065.55, after the vehicle was taken apart; we found $worth of additional damageMs*** has a copy of this invoice
We apologize that the battery was dead on Ms***'s vehicle when she came to pick it upWe never touched the battery, and as Ms*** states, we never did any mechanical work on her vehicleIf she had co
Ms*** was provided a detailed copy of the work that was done to her carParts invoices sent to us by vendors, and addressed to us, not a vehicle ownerThe invoice she has lists what parts were used on her vehicle
We tell every customer when they drop off their vehicle that we will need the insurance check issued to them by the insurance company to pay for their repairsAt the time the repairs are complete, and they pick up their vehicleThere is also a large sign that hangs in our office that has been there for years that dictates the same thingIt is unfortunate that Ms*** finds it "peculiar" that she would need to pay for repairs on her vehicle using a check that was issued by her insurance company to pay for her repairs on her vehicle
We will not be purchasing Ms*** a replacement batteryHer battery is at the end of it's lifespan, and we have no good will for a vindictive, malicious individual
Denver Auto Body & Paint has been in business for over yearsWe have grown to be the largest privately owned collision shop in ColoradoWe certainly did not achieve this by being disrespectful, dishonest, or rude to our customersWe believe Ms*** is making a blatant attempt to tarnish our reputation fabricating a story to make us sound as if we treated her anything less than a valued clientWe are not perfect, and definitely make mistakes from time to timeWe always strive to make things right, and there are hundreds of people how would attest to this
Thank you