Desert Eagle Home Improvements

We live in *** *** *** in Bridgeton, MOwhich is owned by SM-TEH RealtyThis company has numerous listings of addresses and phone #'s which don't work so there is no way to contact themWe have had extensive water damage to our front wall and ceiling due to leakage in the buildingWe have tried for months to get our landlord to fix this and absolutely nothingWe now have large swaths of mold and now black mold growing on our walls and ceiling, the only thing they have done is come take pictures of itTimes! Yet no repairs or removal of damaged, moldy materialI wish I could post pics so you could see the conditions they have us living inMore than once we have had the water company post on everyone's door that the water will be shut off due to them not paying the water bill which we pay as a part of rentThe dumpsters are usually overflowing and the grass has gotten over a foot tall at times due to them not paying those entities eitherAll we want is for

The landlord doesn't fix anythingI have the same work issues since I move in March I have black mold in my apartment, my tub doesn't drain it takes hours for it to drain outMy bathroom ceiling about to fall inThey want there rent on time but not fixing anythingMy husband has to have steroid shots every month bc of the black mold in our apartmentMy dogs allergies are flurry up because of the moldWe also have a pest problem they claim they spray but nothing is helpingI want my apartment fix or move us to better unit

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I met with [redacted] 4-5 times he fired the original crew that painted the house. The reason it took so long, asked me to wait at least 4-6 was til paint dried. Every time he sent out the painters they just painted over the existing cracks. There was never any prep work done. None of the cracks were filled I have pictures to show you   He came out four times and in that four times I had to wait for six weeks to eight weeks in between because he said it would take that long for the paint to settle. They never addressed the issue all the cracks & poor paint. Also the last time he came out they put the wrong paint on. I do not know where they got it from. He doesn't have the same sheen. I will send pictures and if need be, I can have the renters sign affidavits as to how may times they have been there.

Regards,

I am sorry I have been busy and forgot to email you back I have tried thru my attorney to fix the problem for the customer and he has not responded to me or my attorney as of right now he has been un willing to give me the chance so there really isn't much I can do for him unless he decides to give me a chance at fixing the issue.  ?Here is what was emailed to him and sent to his home by mail with no response to the letter. If you take a moment and read it you will see we have been wiling to fix the problem and under construction law have a right to but he won't let us do the repairs needed and instead keeps complaining to every website that he can post on including here at the Revdex.com trying to damage our reputation. After you get a chance to review please email me back to let me know you received it. Thank you.?

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.For the reasons stated in the original complaint, we do not want to have [redacted], [redacted]., or anyone associated with Desert Eagle attempt to fix the mess they have created.  Mr. [redacted]’s response contains some inaccuracies: 1) “they did pay so I’m guessing that means they was happy”.  · It is true we did pay; untrue we were happy.  Fuller inspection of the work after I wrote a check revealed it was worse than was immediately apparent when discussed with [redacted] and when the check was written.  Fuller inspection again that evening and again in daylight the next day, revealed more deficiencies than had been apparent earlier.  · Contrary to [redacted]’s assurances, it did not in fact look better when the paint had dried.  Nor, as we learned subsequently, was it the best job possible (which [redacted] asserted repeatedly).· I contacted Desert Eagle immediately indicating dissatisfaction and indicating that I should not have written a check.  They have not stood by their promise, stated frequently and emphatically by [redacted], that we did not need to pay if not fully satisfied.· The high degree of trust and confidence we placed in Desert Eagle, including paying before the job had been completed and prior to full inspection, was directly a result of the “A+” Revdex.com rating and [redacted]’s repeated assurances about commitment to quality of work, full guarantee, no need to pay if not happy, etc.2) “the customer was told prior to doing the job we may not be able to remove all of the old glue and cement”· This is not true.  When [redacted] quoted on the job the old carpet had been removed along with most of the glue.  The patio was fully visible.  He quoted on the basis of what needed doing having seen the patio surface - and assured us that we would be left with a clean, smooth surface.  The only qualification that [redacted] offered was that the joints/ joins between patio slabs would be slightly visible, though filled to a level with the concrete and painted over cleanly.· [redacted] subsequently said it was impossible to remove the old glue (there is no cement we want removed, by the way).  This was after he had started work using chemicals and a power washer.  When we discussed removing it by grinding or scraping it off, he said this was not possible.· [redacted] offered assurances he was going to do the best job possible and that the application of epoxy paint would improve the appearance significantly.  It turns out that it is not true that the application of chemical treatments to remove glue is best practice; nor did the application of paint improve appearance.· “Old glue” apart, Desert Eagle Home Improvements did an extremely poor job of filling gaps in the concrete.  They splashed paint on other surfaces in a careless fashion, left debris on our lawn and generally failed to perform in a professional and competent fashion.3) “We will be more than happy to go out and try to sand down the surface to smooth it out and re do it”· [redacted] reiterated on several occasions that it is impossible to grind off old glue. · He said that it did not work the one time he tried it and said we should hire someone else to grind the patio if that is what we wanted before he returned to re-do or complete filling of gaps and repainting.  · Our subsequent enquires have revealed that it is untrue that old glue cannot be ground off.· It was only after we indicated we wanted a refund and wished to have the work done by someone else that he offered to use a concrete grinder.  · We do not believe, based on their earlier representations, that Desert Eagle has the knowledge or competence to do this.  We do not want them doing further damage to our home.4) “They are demanding 1100.00 be refunded to them after 3 days of work and it costing somewhere between 300 and 400 to buy the material to finish the job.”· It is not true that they spent 3 days working at our house.  Ø[redacted] (who did the job) arrived without working equipment.  He spent approximately one day trying to get his power washer going, borrowing hoses from ourselves and a neighbour (because he arrived without the full equipment necessary to do the job - he broke both borrowed hoses) and going out to buy replacement hoses.  ØHe also spent time making enquiries at stores about product to apply to the deck, as he was not familiar with what was available.ØThough [redacted] showed up several times during a period from a Tuesday to a Friday, he did not to the best of our recollection put in a full day working on our patio on any occasion.  Tuesday he showed up at1:00 p.m., Wednesday was spent on the power washer, Friday he appeared in the early afternoon.· Neither time nor materials have been itemized.  The figure for cost of materials is excessive by any measure and not credible· As their customers, we have derived no benefit whatsoever.  In fact, we now have to have someone else fix the mistakes they have made (poor job of filling gaps; removal of their ([redacted].) application of foam filler where it should not be used; removal of paint from patio surface and removal or re-painting of other portions of the house where they splashed epoxy paint.5) Refund: “we are only obligated to fix the problem which we are more than willing to do”· This contradicts [redacted]’s explicit promises that we don’t have to pay them if not satisfied with the work.  That promise constitutes part of their contract and is legally, morally and ethically binding on them.· They are not able to do the job and previously said repeatedly that they could not do what they now offer to do. In sum, we are in a worse position than before hiring Desert Eagle; they are not competent to continue the work; they previously refused to take necessary steps to complete the job satisfactorily, and we are out ourmoney.  A refund is the only satisfactory solution in these circumstances.  Regards,[redacted]

I stated previously that if there in fact is an issue with the work we performed that we would come take a look and fix if need be I paint homes all the time in fountain hills and I've never had a issue with any customer I am trying to resolve the issue but to ask for a refund of a job that we done over a year ago is not reasonable or fair. When I give a estimate at least half of that money or more goes to employees and materials so the customer wanting a refund would put me in debt of at least two thousand dollars. Also the type of stucco at the residence listed in the complaint is a different texture then most homes and pretty much impossible to repair cracks and make them disappear. As I stated previously if there is work that needs touched up or re painted we will do so but that's all I am required to do as a licensed contractor. There is no law  whatsoever stating that I have to refund a job I done one year ago because the homeowner decided there not happy with it so like I said before if we can fix something if it needs it we will if the customer doesn't want that then there is nothing else we can do.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.For the reasons stated in the original complaint, we do not want to have [redacted], [redacted]., or anyone associated with Desert Eagle attempt to fix the mess they have created.  Mr. [redacted]’s response contains some inaccuracies: 1) “they did pay so I’m guessing that means they was happy”.  · It is true we did pay; untrue we were happy.  Fuller inspection of the work after I wrote a check revealed it was worse than was immediately apparent when discussed with [redacted] and when the check was written.  Fuller inspection again that evening and again in daylight the next day, revealed more deficiencies than had been apparent earlier.  · Contrary to [redacted]’s assurances, it did not in fact look better when the paint had dried.  Nor, as we learned subsequently, was it the best job possible (which [redacted] asserted repeatedly).· I contacted Desert Eagle immediately indicating dissatisfaction and indicating that I should not have written a check.  They have not stood by their promise, stated frequently and emphatically by [redacted], that we did not need to pay if not fully satisfied.· The high degree of trust and confidence we placed in Desert Eagle, including paying before the job had been completed and prior to full inspection, was directly a result of the “A+” Revdex.com rating and [redacted]’s repeated assurances about commitment to quality of work, full guarantee, no need to pay if not happy, etc.2) “the customer was told prior to doing the job we may not be able to remove all of the old glue and cement”· This is not true.  When [redacted] quoted on the job the old carpet had been removed along with most of the glue.  The patio was fully visible.  He quoted on the basis of what needed doing having seen the patio surface - and assured us that we would be left with a clean, smooth surface.  The only qualification that [redacted] offered was that the joints/ joins between patio slabs would be slightly visible, though filled to a level with the concrete and painted over cleanly.· [redacted] subsequently said it was impossible to remove the old glue (there is no cement we want removed, by the way).  This was after he had started work using chemicals and a power washer.  When we discussed removing it by grinding or scraping it off, he said this was not possible.· [redacted] offered assurances he was going to do the best job possible and that the application of epoxy paint would improve the appearance significantly.  It turns out that it is not true that the application of chemical treatments to remove glue is best practice; nor did the application of paint improve appearance.· “Old glue” apart, Desert Eagle Home Improvements did an extremely poor job of filling gaps in the concrete.  They splashed paint on other surfaces in a careless fashion, left debris on our lawn and generally failed to perform in a professional and competent fashion.3) “We will be more than happy to go out and try to sand down the surface to smooth it out and re do it”· [redacted] reiterated on several occasions that it is impossible to grind off old glue. · He said that it did not work the one time he tried it and said we should hire someone else to grind the patio if that is what we wanted before he returned to re-do or complete filling of gaps and repainting.  · Our subsequent enquires have revealed that it is untrue that old glue cannot be ground off.· It was only after we indicated we wanted a refund and wished to have the work done by someone else that he offered to use a concrete grinder.  · We do not believe, based on their earlier representations, that Desert Eagle has the knowledge or competence to do this.  We do not want them doing further damage to our home.4) “They are demanding 1100.00 be refunded to them after 3 days of work and it costing somewhere between 300 and 400 to buy the material to finish the job.”· It is not true that they spent 3 days working at our house.  Ø[redacted] (who did the job) arrived without working equipment.  He spent approximately one day trying to get his power washer going, borrowing hoses from ourselves and a neighbour (because he arrived without the full equipment necessary to do the job - he broke both borrowed hoses) and going out to buy replacement hoses.  ØHe also spent time making enquiries at stores about product to apply to the deck, as he was not familiar with what was available.ØThough [redacted] showed up several times during a period from a Tuesday to a Friday, he did not to the best of our recollection put in a full day working on our patio on any occasion.  Tuesday he showed up at1:00 p.m., Wednesday was spent on the power washer, Friday he appeared in the early afternoon.· Neither time nor materials have been itemized.  The figure for cost of materials is excessive by any measure and not credible· As their customers, we have derived no benefit whatsoever.  In fact, we now have to have someone else fix the mistakes they have made (poor job of filling gaps; removal of their ([redacted].) application of foam filler where it should not be used; removal of paint from patio surface and removal or re-painting of other portions of the house where they splashed epoxy paint.5) Refund: “we are only obligated to fix the problem which we are more than willing to do”· This contradicts [redacted]’s explicit promises that we don’t have to pay them if not satisfied with the work.  That promise constitutes part of their contract and is legally, morally and ethically binding on them.· They are not able to do the job and previously said repeatedly that they could not do what they now offer to do. In sum, we are in a worse position than before hiring Desert Eagle; they are not competent to continue the work; they previously refused to take necessary steps to complete the job satisfactorily, and we are out ourmoney.  A refund is the only satisfactory solution in these circumstances.  Regards,W, [redacted]

Hello I noticed I have a complaint with a customer we did work for recently I have contacted the customer a few times or more and told them we would come out and re paint the cement patio on the back of there home they keep refusing to let us do it demanding there money back and I am not obligated...

to do so I know construction law I have been thru this before I really have tried to resolve the issue with the customer they keep saying on there complaint that we said they didn't have to pay if they wasn't happy but they did pay so I'm guessing that means they was happy then changed there mind. The customer was told prior to doing the job we may not be able to remove all of the old glue on the cement and they understood that and at the end of the job we even took off 100 dollars because they was complaining that we said all of the glue would come off which was never once said by us. They are demanding 1100.00 be refunded to them after 3 days of work and it costing somewhere between 300 and 400 to buy the material to finish the job. We will be more then happy to go out and try and sand down the surface to smooth it out and re do it I emailed them a few days ago letting them know but they emailed back today wanting a full refund and that not only is completely unfair after the time and materials used but nowhere in the registrar of contractors statues does it say such a thing we are only obligated to fix the problem which we are more then willing to do as stated previously. If you have any questions or anything to say or offer email me back to the address above thanks. [redacted]

I have not herd from this customer in about a year we had to go back I believe one time to fix a few cracks that opened on the home about a year ago and haven't been back since nor have we been contacted by the party filing the complaint one time since then. As far as prep work we did the same as we...

do on every other home power wash repair cracks cover all windows floors etc before painting so I'm not really sure as to what prep work wasn't done on home unless the party complaining has another method of prep the same was done on there home as all others. If a touch up needed or needs done we had no problem doing it so if the customer wants us to stop and look at it we can and will but to ask for a complete refund to a job that we spent a lot of money in paint and labor is completely absurd especially since they haven't even contacted us about any issues to begin with since we repaired some cracks over after the job was done. So if they choose to let us fix the issue if in fact there is one we have no problem doing so. Thanks

Review: This company had to come back 4 times and still work not finished. There was no prep work on the building before painting. They even fired the guy that did the original job. I want my money back so I can hire someone do do it right

Business

Response:

I have not herd from this customer in about a year we had to go back I believe one time to fix a few cracks that opened on the home about a year ago and haven't been back since nor have we been contacted by the party filing the complaint one time since then. As far as prep work we did the same as we do on every other home power wash repair cracks cover all windows floors etc before painting so I'm not really sure as to what prep work wasn't done on home unless the party complaining has another method of prep the same was done on there home as all others. If a touch up needed or needs done we had no problem doing it so if the customer wants us to stop and look at it we can and will but to ask for a complete refund to a job that we spent a lot of money in paint and labor is completely absurd especially since they haven't even contacted us about any issues to begin with since we repaired some cracks over after the job was done. So if they choose to let us fix the issue if in fact there is one we have no problem doing so. Thanks

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I met with [redacted] 4-5 times he fired the original crew that painted the house. The reason it took so long, asked me to wait at least 4-6 was til paint dried. Every time he sent out the painters they just painted over the existing cracks. There was never any prep work done. None of the cracks were filled I have pictures to show you He came out four times and in that four times I had to wait for six weeks to eight weeks in between because he said it would take that long for the paint to settle. They never addressed the issue all the cracks & poor paint. Also the last time he came out they put the wrong paint on. I do not know where they got it from. He doesn't have the same sheen. I will send pictures and if need be, I can have the renters sign affidavits as to how may times they have been there.

Regards,

Business

Response:

I stated previously that if there in fact is an issue with the work we performed that we would come take a look and fix if need be I paint homes all the time in fountain hills and I've never had a issue with any customer I am trying to resolve the issue but to ask for a refund of a job that we done over a year ago is not reasonable or fair. When I give a estimate at least half of that money or more goes to employees and materials so the customer wanting a refund would put me in debt of at least two thousand dollars. Also the type of stucco at the residence listed in the complaint is a different texture then most homes and pretty much impossible to repair cracks and make them disappear. As I stated previously if there is work that needs touched up or re painted we will do so but that's all I am required to do as a licensed contractor. There is no law whatsoever stating that I have to refund a job I done one year ago because the homeowner decided there not happy with it so like I said before if we can fix something if it needs it we will if the customer doesn't want that then there is nothing else we can do.

Review: Company refuses to refund payment despite repeated promises that we would not need to pay if not satisfied with the work; have proven unable to perform work to satisfactory standard.

Issue:

• The [redacted] seek refund in full of money paid for a poorly done and incomplete job which the [redacted] are unable to remedy or complete to a professional standard.

• The [redacted] take the view they are entitled to continue work, including taking steps (grinding the patio) that they had repeatedly said was impossible.

• The [redacted] view this reversal of position on the part of the [redacted] as untenable. They have lost confidence in the [redacted], and do not wish to have them working on their home. They have received no benefit for the money paid and now must hire a more capable contractor anew, including taking on the extra work of removing foam filler (see below) and otherwise remedying sub-standard work performed by the [redacted].

Summary:

• The [redacted] hired the [redacted] to prepare a patio surface for painting and to paint it. The deck had previously been covered with carpet, which the [redacted] had removed prior to a quotation being provided. [redacted] quoted $1200 for the job, promising to sand, scrape, apply chemicals, and so on in order to provide a nice smooth surface.

• On several occasions [redacted] said we would not have to pay if not satisfied; he spoke of his family’s reputation, their work in 3 states, their obligations as licenced contractors, and so on. The written contract offers a 5 year guarantee.

• When the remnant glue etc did not remove with power washing and chemical treatment the [redacted] were assured by [redacted] that there was no more that could be done and that other, more experienced, individuals had confirmed this in conversation with him.

• He recommended adding flakes which come in four colors (black & brown, tan & white) to add color and provide texture to provide camouflage of rough texture. This was the first time that physical removal of glue etc using a grinder or by other means was refused.

• He proceeded on this basis.

• However, he was unable to obtain ‘flakes’ and substituted a plain gritty sand-like substance in order to achieve similar effect. Upon ‘completion’ of the job it was immediately apparent that the work was not fully satisfactory in appearance. *. [redacted] indicated this immediately. [redacted] assured the [redacted] that this was the best that could be done, that it would probably look better when the paint dried, and that he would return to finish filling the gap between house and patio as well as an ancillary job to restore atrium stucco.

• W. [redacted] wrote a check to [redacted] for $1100 of the $1200 specified in the contract on the basis of these assurances and presuming continuing good faith on the part of the [redacted]. [redacted] accepted this as payment in full. The [redacted] had not been able to fully inspect the still-wet patio at that time, nor had they viewed the job from inside the house, where the poor work was more visible. At that time they accepted the good faith and knowledge of the [redacted].

• Upon subsequent (later that evening) closer inspection from inside the house it was quickly apparent that a terrible job had been done.

o The filling applied to seams in the concrete was not applied to a uniform level;

o granular pieces that were easily removable (some have since come off on their own) were painted over;

o organic debris (grass) was painted over at one spot;

o rollering was not even;

o paint was left spashed on windows, stucco, and patio posts.

• [redacted] wrote immediately to the [redacted] expressing dissatisfaction and indicating he should not have written a check. The check was cashed that evening

• Mr. [redacted]. reviewed the situation the next day. He undertook to remedy the situation. Asked specifically to prepare the patio surface by grinding off carpet glue and other surface material, he indicated this was not possible. The [redacted] trusted to his expertise at this time. He also said he would fill the gap between the house and the patio with a special foam filler. The [redacted] at that time accepted his assurance that this was the proper way to proceed. This was the second time that physical removal of glue etc using a grinder or by other means was refused.

• The [redacted] were then advised by several parties with experience in patio restoration (including a contractor who provides this service) of two things:

a) that grinding the surface was not only possible but the only proper approach;

b) that foam was not the proper way to fill the gap between home and patio.

• [redacted]. attended to begin to prepare the deck for re-painting. At that time the matter of grinding was discussed again. He insisted that it was not possible to grind the patio in preparation for painting and said that the [redacted] should hire someone else to do that if they wished to have it done (though it was assumed on both parts that he would then return to repair the bad seam-filling and to reapply a new surface, regardless what decision was made about grinding). He indicated that he had ground glue once before and that it hadn’t worked. He applied foam to portions of the gap between the house and patio and left quickly. This was the third time that physical removal of glue etc using a grinder or by other means was refused.

• Following consultation with an experienced contractor the [redacted] advised the [redacted] that they want a refund so they can begin again and that they had lost confidence in the [redacted]. The [redacted] have refused, claiming a right to perpetuate this unsatisfactory relationship.

Fuller background:

• Desert Eagle Home Improvements provided a quote for deck restoration and painting. The individual we dealt with at this time was [redacted].

• the time of the quote, the homeowners had removed covering carpet and much of the glue and carpet residue. Remaining residues were clearly visible Representations by [redacted] included:

o Repeated assurances about the quality of the work, his many years of experience, and the good service of Desert Eagle Home Improvements. Many references to licenced status and to Revdex.com membership.

o Repeated assurances that if we were not happy we would not have to pay (one of which was witnessed by a neighbor of outstanding reputation and integrity)

o Promises the deck would look like new when work was finished; would be able to see where concrete joins were, but not very noticeably. Quality professional work promised.

o When asked about various applications that might be applied [redacted] indicated that epoxy paint was best. He said he had never used products such as Behr “DeckOver” and did not wish to do so. This was explained in relation to his 5 year guarantee of work (that he did not have experience with the product, etc.).

• Written portion of contract included promise to sand and scrape as well as wash glue off back patio, to acid treat cement, then ammonia treat cement, to apply a base coat and to apply two coats of epoxy paint as well as to repair a damaged atrium.

o If scraping or sanding was done it was not evident in the resulting work.

o No concrete grinder was used (the [redacted] said this would not be possible)

• November 8, 2013 (Friday) The patio was not prepared in a satisfactory fashion. Available photographs make this very apparent.

o J. [redacted] observed [redacted] applying a material he described as silicon caulking to gaps in the concrete approximately one hour before he reported to her that the job (involving application of two coats or epoxy) was complete. Subsequent inspection revealed that the caulk was not applied to a uniform level.

o [redacted] sought payment late on a Friday afternoon, when the still-wet patio could not be fully inspected. Though he assured the homeowners it was the best possible job, he did not agree to wait for further inspection (or completion of the atrium work) prior to being paid and offered to take $100 off the price. Assuming good faith and competence on the part of Desert Eagle the home owner paid a check in the amount of $1,100.00. The extent to which the job was inadequate only became apparent upon fuller and subsequent inspection.

• November 8, 2013 (Friday), 18:56 hrs. Following inspection of deck from inside the house and again from outside, Email from homeowner to Desert Eagle Contracting as follows:

-----Original Message-----

From: [redacted]

Sent: Friday, November 08, 2013 6:56 PM

To: [redacted]

Subject: [redacted]. Deck

[redacted],

In discussing our deck neither of us is happy with the job done. I should not have written a check prior to being fully satisfied.

We will want to review this further and want to inspect again in daylight.

Would appreciate your advice and we wish to review it at our home with your father as well.

Thank you

• Notwithstanding , the check was cashed by Desert Eagle Contracting.

• Saturday, November 9, 2013 - met with [redacted]. at house to review situation. He said he would fix it up and cover the unremoved carpet glue with “DeckOver,” which [redacted] had said he would not use (the [redacted] had discovered DeckOver and a similar product at home improvement stores: the products promise to cover cracks and unevenness up to ¼”). Also said he would use spray foam to cover gap between house and patio concrete. When asked about using a concrete grinder (as had been used by others in our neighborhood) he said that was not possible.

o Follow-up with [redacted]. on this and subsequent occasions has been unsatisfactory. His proposed solutions for remedying the job are not supported by the assessment of another long-standing and highly regarded contractor whose opinion we sought (and who will affirm his advice to us as necessary). Specifically, [redacted]. said it is not possible to grind off old glue.

o He also advised (and in fact installed) foam caulk to cover a gap between the house and the patio. This is not considered an acceptable practice (see below). In fact, the foam filler was not applied to the entire gap, but only in portions of it.

• Saturday, November 9, 2013 NOTE: the following is text of message as automatically converted from voice to text by Cox communications software. The automatic transcription is obviously not completely accurate (including in reporting “I got your color” – as no colour choice for the new product had been communicated at that time).

-----Original Message-----

From: Cox Communications

Sent: Saturday, November 09, 2013 3:30 PM

To: [redacted]

Subject: [redacted] left you a Voice Mail

"Yeah [redacted] I called [redacted] dish-with(?) the deck-over(?) will go over

top of the one part epoxy. I don't wanna give it about a week-a(?) hard top

a lot better so when you put this on the business office of epoxy(?) so I'll

call you up in about a week in the meantime you take your time. I got your

color. I'll speak to you in about a week. Goodbye."

Voice message from Unknown Caller received on 11/09/2013, 03:29PM (MST).

Length 25 seconds. Caller: ([redacted]. Callback: Unknown. Called:

([redacted].

• Wednesday, November 27, 2013

From: [redacted]

Sent: Wednesday, November 27, 2013 3:23 PM

To: [redacted]

Subject: [redacted] Deck

Thanks, [redacted], for booking Saturday to come to our house to begin fixing the deck job that [redacted] did. We really appreciate this.

It happens that we had a guy doing some other work on our house today and when he saw the deck he said that the glue should be ground off (with something like this I think: [redacted] or this [redacted] ). He said it was the only way to get a good looking deck.

What are your thoughts?

Thanks,

• Thursday, November 28, 2013

From: [redacted]

Sent: Thursday, November 28, 2013 11:58 AM

To: [redacted]

Subject: Re: [redacted] Deck

I will give my dad this message and have him call you tomorrow have a good thanksgiving from? [redacted] jr

Sent from my BlackBerry 10 smartphone.

• Saturday, November 30, 2013: [redacted] Senior came to the house briefly:

o applied foam caulk to large gaps. He said this was the right way to do this in response to questioning (his advice was not consistent with that of others in this regard). We allowed him to proceed.

o Specifically asked him about using a concrete grinder. He indicated that grinding off the old glue (still very apparent under the paint job) would not work (reporting it had turn into consistency of chewing gum the one time he had tried using a grinder). He said that if we wanted to hire someone else to do the grinding we should do so, he would give us a few days to determine how we wished to proceed, and that he would come back after that was done or after we had made a decision not to have the patio ground.

• Sunday, December 01, 2013 Advice received by an established home renovator:

From:

Sent: Sunday, December 01, 2013 11:20 AM

To: [redacted]

Subject: Patio

Good Morning [redacted], I stopped by a little bit ago, took a look at your patio floor. The coating that been applied will come off fairly easily. One thing I noticed was the foam caulk that they have applied to fill large cracks. That product is not designed for that at all. The contractor should read the can. For large foundation cracks foam backer rod is used to create a base then a urethane caulk designed for a bridge between the two sides is applied, dried, then coated. I don't have any confidence in what has been done. All coatings regardless of surfaces should be on a clean, dust, dirt free surface…..

• Tuesday, December 3, 2013 Phone message received from [redacted] Snr following up on conversation from previous Saturday that he was not to proceed with further work until we decided whether or not to hire someone else to grind the patio (software generated transcription by Cox communication software):

-----Original Message-----

From: Cox Communications

Sent: Tuesday, December 03, 2013 10:32 AM

To: [redacted]

Subject: [redacted] left you a Voice Mail

"Yeah [redacted] calling you about three or patio. See what you decided on

the-wait-for(?) your call back. Thank you."

Voice message from Unknown Caller received on 12/03/2013, 10:32AM (MST).

Length 10 seconds. Caller: ([redacted]. Callback: Unknown. Called:

([redacted].

• Tuesday, December 3, 2013 (message also delivered through Desert Eagle answering service [redacted]: W. [redacted] asked them to write down the message word for word and to relay it to [redacted]. as written):

-----Original Message-----

From: [redacted]

Sent: Tuesday, December 03, 2013 11:32 AM

To: [redacted]

Subject: Re: remedying deficient work done on [redacted]. Deck

To: [redacted].

December 3, 2013

Thank you for your phone message.

As you know (see below) we are concerned about the quality of the work done

by [redacted] on our deck. We also now are concerned about the quality of your

advice as to how best to repair that and finish the job.

We are seeking professional advice from others and do not want you to take

further steps at this time. We will be in touch later.

W. [redacted]

• Wednesday, December 4, 2013. Had deck work assessed by another contractor (the same one referenced above). His advice and observations: the deck had not been properly prepared for painting (should have been treated with concrete grinder); spray foam should not have been applied (and now needs to be removed); the epoxy paint was not well applied; noted splashes of paint on house, windows, deck poles.

• Thursday, December 5, 2013. Telephone Call with [redacted].

o Advising him that we do not have confidence in his work or his proposed remedies for the defective work done by [redacted].

o We reminded him that [redacted] had said on several occasions that we would not have to pay if we were not happy with the work. [redacted]. indicated he would not refund payments made, spoke of the three days work they had put in (one full day was actually spend fixing their power washer rather than working on the house; the other days were not full work days).

o He now said he had a right to remedy the previous work and that he would use a concrete grinder. We indicated this was unsatisfactory (especially given his refusal on three previous occasions to do this.)

• November 8 through November 30 - On several occasions J. [redacted] asked [redacted] and [redacted]. to remove the paint on patio posts and elsewhere, to no avail.

• Thursday, December 5, 2013. Demand letter served by email and subsequent correspondence:

From: [redacted]

Sent: Thursday, December 05, 2013 1:19 PM

To: [redacted]

Subject: Re: Demand of payment

I will await your proposal as to how to settle this. In the meantime I will seek my legal advice in other quarters.

From: [redacted]

Sent: Thursday, December 05, 2013 1:03 PM

To: [redacted]

Subject: Re: Demand of payment

And according to Arizona construction law we have the right to be able to try and complete the project and if for some reason we decided to come to a settlement with you on it ?1100.00 dollars would be out of the ballpark considering the time it took and materials used so we can discuss it all at a later date.

Sent from my BlackBerry 10 smartphone.

From: [redacted]

Sent: Thursday, December 5, 2013 12:50 PM

To: [redacted]

Subject: Demand of payment

W. W. [redacted]

[redacted] Drive

Phoenix 85044

December 5, 2013

Desert Eagle Home Improvements

Ste. 1-213

Chandler

AZ 85286

(delivered by mail and by email to [redacted] and communicated orally to [redacted]., [redacted])

Dear Sir:

Re: Work undertaken at [redacted] Drive.

Further to previous communications, I am writing to demand repayment of the $1,100.00 paid for work at the above address. The work has not been completed in satisfactory fashion and we do not have confidence in your ability to remedy it.

I intend to seek redress through regulatory bodies, the Revdex.com, and other means if you have not refunded the full amount of $1,100.00 to me by noon on Monday, November 9th, 2013.

In accordance with Arizona law, I wish to advise you that, separate and apart from remedies I might seek through regulatory bodies and the Revdex.com, I will begin legal proceedings 30 days from today’s date if I am not paid what is due to me. At that time I will seek such award and penalties as are legally available to me. I am trained as an attorney and do not intend to let this matter lapse short of full reimbursement.

Yours truly,

W. W. [redacted]

• Thursday, December 5, 2013, late afternoon or evening: Consumer reviews of Desert Eagle Home Improvements posted on YELP and Revdex.com.

• Night of December 5 to December 6, 2013. Six late night phone calls were received from various parts of the country by people unknown to us. Spoke with two of them, who reported that they had received a call from my number and were calling back. As we had not placed any calls, it is obvious that someone had begun ‘spoofing’ our number either in order to provoke late-night calls to our home or for other purposes. The phone calls were as follows (identified by caller ID):

o 10:21 Cell Phone PA

o 10:24 Cell Phone ND

o 12:55 Private Private Caller

o 12:58 Cell Phone PA

o 1:23 Cell Phone PA

o 1:23 Cell Phone PA (two calls)

• Morning of December 6, 2013 – complaint lodged with Cox communications and with FCC re spoofing (the phone calls); complaint also lodged with Attorney General Arizona, Consumer protection.

• December 9, 2013 – formal complaint made.Desired Settlement: They refund our money and we will hire someone else to begin the job they were paid to do plus remedying steps taken by them that need to be reversed.

Business

Response:

Hello I noticed I have a complaint with a customer we did work for recently I have contacted the customer a few times or more and told them we would come out and re paint the cement patio on the back of there home they keep refusing to let us do it demanding there money back and I am not obligated to do so I know construction law I have been thru this before I really have tried to resolve the issue with the customer they keep saying on there complaint that we said they didn't have to pay if they wasn't happy but they did pay so I'm guessing that means they was happy then changed there mind. The customer was told prior to doing the job we may not be able to remove all of the old glue on the cement and they understood that and at the end of the job we even took off 100 dollars because they was complaining that we said all of the glue would come off which was never once said by us. They are demanding 1100.00 be refunded to them after 3 days of work and it costing somewhere between 300 and 400 to buy the material to finish the job. We will be more then happy to go out and try and sand down the surface to smooth it out and re do it I emailed them a few days ago letting them know but they emailed back today wanting a full refund and that not only is completely unfair after the time and materials used but nowhere in the registrar of contractors statues does it say such a thing we are only obligated to fix the problem which we are more then willing to do as stated previously. If you have any questions or anything to say or offer email me back to the address above thanks. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.For the reasons stated in the original complaint, we do not want to have [redacted], [redacted]., or anyone associated with Desert Eagle attempt to fix the mess they have created. Mr. [redacted]’s response contains some inaccuracies: 1) “they did pay so I’m guessing that means they was happy”. · It is true we did pay; untrue we were happy. Fuller inspection of the work after I wrote a check revealed it was worse than was immediately apparent when discussed with [redacted] and when the check was written. Fuller inspection again that evening and again in daylight the next day, revealed more deficiencies than had been apparent earlier. · Contrary to [redacted]’s assurances, it did not in fact look better when the paint had dried. Nor, as we learned subsequently, was it the best job possible (which [redacted] asserted repeatedly).· I contacted Desert Eagle immediately indicating dissatisfaction and indicating that I should not have written a check. They have not stood by their promise, stated frequently and emphatically by [redacted], that we did not need to pay if not fully satisfied.· The high degree of trust and confidence we placed in Desert Eagle, including paying before the job had been completed and prior to full inspection, was directly a result of the “A+” Revdex.com rating and [redacted]’s repeated assurances about commitment to quality of work, full guarantee, no need to pay if not happy, etc.2) “the customer was told prior to doing the job we may not be able to remove all of the old glue and cement”· This is not true. When [redacted] quoted on the job the old carpet had been removed along with most of the glue. The patio was fully visible. He quoted on the basis of what needed doing having seen the patio surface - and assured us that we would be left with a clean, smooth surface. The only qualification that [redacted] offered was that the joints/ joins between patio slabs would be slightly visible, though filled to a level with the concrete and painted over cleanly.· [redacted] subsequently said it was impossible to remove the old glue (there is no cement we want removed, by the way). This was after he had started work using chemicals and a power washer. When we discussed removing it by grinding or scraping it off, he said this was not possible.· [redacted] offered assurances he was going to do the best job possible and that the application of epoxy paint would improve the appearance significantly. It turns out that it is not true that the application of chemical treatments to remove glue is best practice; nor did the application of paint improve appearance.· “Old glue” apart, Desert Eagle Home Improvements did an extremely poor job of filling gaps in the concrete. They splashed paint on other surfaces in a careless fashion, left debris on our lawn and generally failed to perform in a professional and competent fashion.3) “We will be more than happy to go out and try to sand down the surface to smooth it out and re do it”· [redacted] reiterated on several occasions that it is impossible to grind off old glue. · He said that it did not work the one time he tried it and said we should hire someone else to grind the patio if that is what we wanted before he returned to re-do or complete filling of gaps and repainting. · Our subsequent enquires have revealed that it is untrue that old glue cannot be ground off.· It was only after we indicated we wanted a refund and wished to have the work done by someone else that he offered to use a concrete grinder. · We do not believe, based on their earlier representations, that Desert Eagle has the knowledge or competence to do this. We do not want them doing further damage to our home.4) “They are demanding 1100.00 be refunded to them after 3 days of work and it costing somewhere between 300 and 400 to buy the material to finish the job.”· It is not true that they spent 3 days working at our house. Ø[redacted] (who did the job) arrived without working equipment. He spent approximately one day trying to get his power washer going, borrowing hoses from ourselves and a neighbour (because he arrived without the full equipment necessary to do the job - he broke both borrowed hoses) and going out to buy replacement hoses. ØHe also spent time making enquiries at stores about product to apply to the deck, as he was not familiar with what was available.ØThough [redacted] showed up several times during a period from a Tuesday to a Friday, he did not to the best of our recollection put in a full day working on our patio on any occasion. Tuesday he showed up at1:00 p.m., Wednesday was spent on the power washer, Friday he appeared in the early afternoon.· Neither time nor materials have been itemized. The figure for cost of materials is excessive by any measure and not credible· As their customers, we have derived no benefit whatsoever. In fact, we now have to have someone else fix the mistakes they have made (poor job of filling gaps; removal of their ([redacted].) application of foam filler where it should not be used; removal of paint from patio surface and removal or re-painting of other portions of the house where they splashed epoxy paint.5) Refund: “we are only obligated to fix the problem which we are more than willing to do”· This contradicts [redacted]’s explicit promises that we don’t have to pay them if not satisfied with the work. That promise constitutes part of their contract and is legally, morally and ethically binding on them.· They are not able to do the job and previously said repeatedly that they could not do what they now offer to do. In sum, we are in a worse position than before hiring Desert Eagle; they are not competent to continue the work; they previously refused to take necessary steps to complete the job satisfactorily, and we are out ourmoney. A refund is the only satisfactory solution in these circumstances. Regards,W, [redacted]

Business

Response:

I am sorry I have been busy and forgot to email you back I have tried thru my attorney to fix the problem for the customer and he has not responded to me or my attorney as of right now he has been un willing to give me the chance so there really isn't much I can do for him unless he decides to give me a chance at fixing the issue. ?Here is what was emailed to him and sent to his home by mail with no response to the letter. If you take a moment and read it you will see we have been wiling to fix the problem and under construction law have a right to but he won't let us do the repairs needed and instead keeps complaining to every website that he can post on including here at the Revdex.com trying to damage our reputation. After you get a chance to review please email me back to let me know you received it. Thank you.?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.For the reasons stated in the original complaint, we do not want to have [redacted], [redacted]., or anyone associated with Desert Eagle attempt to fix the mess they have created. Mr. [redacted]’s response contains some inaccuracies: 1) “they did pay so I’m guessing that means they was happy”. · It is true we did pay; untrue we were happy. Fuller inspection of the work after I wrote a check revealed it was worse than was immediately apparent when discussed with [redacted] and when the check was written. Fuller inspection again that evening and again in daylight the next day, revealed more deficiencies than had been apparent earlier. · Contrary to [redacted]’s assurances, it did not in fact look better when the paint had dried. Nor, as we learned subsequently, was it the best job possible (which [redacted] asserted repeatedly).· I contacted Desert Eagle immediately indicating dissatisfaction and indicating that I should not have written a check. They have not stood by their promise, stated frequently and emphatically by [redacted], that we did not need to pay if not fully satisfied.· The high degree of trust and confidence we placed in Desert Eagle, including paying before the job had been completed and prior to full inspection, was directly a result of the “A+” Revdex.com rating and [redacted]’s repeated assurances about commitment to quality of work, full guarantee, no need to pay if not happy, etc.2) “the customer was told prior to doing the job we may not be able to remove all of the old glue and cement”· This is not true. When [redacted] quoted on the job the old carpet had been removed along with most of the glue. The patio was fully visible. He quoted on the basis of what needed doing having seen the patio surface - and assured us that we would be left with a clean, smooth surface. The only qualification that [redacted] offered was that the joints/ joins between patio slabs would be slightly visible, though filled to a level with the concrete and painted over cleanly.· [redacted] subsequently said it was impossible to remove the old glue (there is no cement we want removed, by the way). This was after he had started work using chemicals and a power washer. When we discussed removing it by grinding or scraping it off, he said this was not possible.· [redacted] offered assurances he was going to do the best job possible and that the application of epoxy paint would improve the appearance significantly. It turns out that it is not true that the application of chemical treatments to remove glue is best practice; nor did the application of paint improve appearance.· “Old glue” apart, Desert Eagle Home Improvements did an extremely poor job of filling gaps in the concrete. They splashed paint on other surfaces in a careless fashion, left debris on our lawn and generally failed to perform in a professional and competent fashion.3) “We will be more than happy to go out and try to sand down the surface to smooth it out and re do it”· [redacted] reiterated on several occasions that it is impossible to grind off old glue. · He said that it did not work the one time he tried it and said we should hire someone else to grind the patio if that is what we wanted before he returned to re-do or complete filling of gaps and repainting. · Our subsequent enquires have revealed that it is untrue that old glue cannot be ground off.· It was only after we indicated we wanted a refund and wished to have the work done by someone else that he offered to use a concrete grinder. · We do not believe, based on their earlier representations, that Desert Eagle has the knowledge or competence to do this. We do not want them doing further damage to our home.4) “They are demanding 1100.00 be refunded to them after 3 days of work and it costing somewhere between 300 and 400 to buy the material to finish the job.”· It is not true that they spent 3 days working at our house. Ø[redacted] (who did the job) arrived without working equipment. He spent approximately one day trying to get his power washer going, borrowing hoses from ourselves and a neighbour (because he arrived without the full equipment necessary to do the job - he broke both borrowed hoses) and going out to buy replacement hoses. ØHe also spent time making enquiries at stores about product to apply to the deck, as he was not familiar with what was available.ØThough [redacted] showed up several times during a period from a Tuesday to a Friday, he did not to the best of our recollection put in a full day working on our patio on any occasion. Tuesday he showed up at1:00 p.m., Wednesday was spent on the power washer, Friday he appeared in the early afternoon.· Neither time nor materials have been itemized. The figure for cost of materials is excessive by any measure and not credible· As their customers, we have derived no benefit whatsoever. In fact, we now have to have someone else fix the mistakes they have made (poor job of filling gaps; removal of their ([redacted].) application of foam filler where it should not be used; removal of paint from patio surface and removal or re-painting of other portions of the house where they splashed epoxy paint.5) Refund: “we are only obligated to fix the problem which we are more than willing to do”· This contradicts [redacted]’s explicit promises that we don’t have to pay them if not satisfied with the work. That promise constitutes part of their contract and is legally, morally and ethically binding on them.· They are not able to do the job and previously said repeatedly that they could not do what they now offer to do. In sum, we are in a worse position than before hiring Desert Eagle; they are not competent to continue the work; they previously refused to take necessary steps to complete the job satisfactorily, and we are out ourmoney. A refund is the only satisfactory solution in these circumstances. Regards,[redacted]