Deutsch Agency, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: In response to the business owner (Bob H***) stating that the warranties had expired if this in fact was the case the business would not have came out on 4/21/and replaced the leaking sky light in the kitchenThis sky light has consistently leaked every since it was installedRRH has had a crew at my home on the roof at least once a year since sky light was put in attempting to fix and stop a water leakObviously with the sky light leaking it has damaged my kitchen ceiling, kitchen wall and top of my kitchen cabinets which I feel is the complete responsibility of RRH to repair due to the product they installed in my home has caused this damageAs for the windows they came with a limited lifetime warranty and I have clarified with *** windows that there was never a warranty claim started by RRH which I am certain this is correct information due to the fact that I had to provide them with barcode numbers that could only be retrieved from the window frame and since Bob H*** never came to the home to meet with me and look at the damage and windows as he had stated he would on 4/20/at 3:24pm it is not possible that he started a window claimThis just shows repeated dishonesty and broken promises from Bob H*** at RRHAs stated earlier and documentation provided earlier I had to pay *** windows $to ship the warranty windows to my homeI will surely be able to provide proof of installation as well once windows are installedThe windows being replaced is obviously no longer an issue since I was able to have them replaced under warranty without any assistance from RRHWhat is of concern and an issue is the interior water damage from products installed by RRH in my home that has been a repeated issue from the time of installation all the way up to 4/I am seeking reimbursement for money spent to have the warranty windows shipped to me as well as whatever it costs to have the window hardware transferred and windows installed and I am looking to have RRH come in and repair all damage to the interior of my home caused by water leaking in from products RRH installed in my homeRegards,
*** ***

September 15, 2017Revdex.com Via Fax: *** * Pages Total K Street, NW 10" Floor Washington, DC 20005RE: Claim # ***To WhornIt May Concern:ACKNOWLEDGEMENT:In response to the letter RRH received from the Revdex.com dated 9/5/regarding the listed claim number we would like to acknowledge the customers concerns and provide the facts concerning this matter.FATS:Since RRH has been established in year and has registered with the Revdex.com, to our knowledgethere have been no claims filedRRH believes this is primarily because of the company policy to always respond promptly in "good faith" to a commercial or residential client that may have a concern with past Work that RRH has performed, regardless of whether it is within a said contracted workmanship or material Warranty periodAdditionally, RRH chooses to use well warranted materials with local suppliers and manufacturers to cover and assist our clientsThe fact that RRH chose to replace a skylight years after the date of original installation is in fact a gesture of "good faith" as stated above.RRHASSociates has not been contacted every year since the original installation of the skylights as statedThis statement is an exaggeration of factHad there been eleven (11) consecutive years of leak calls why had there not been a claim years earlier?There Were two (2) skylights installed in year on the very low pitched roof of the home, one of which is situated under a heavy area of treesRRH does have record of leak call request for one (1) of the skylights leaking during the winter of (after warranty period) during heavy snow and ice CorditionsRRH in good faith responded and cleared the roof free of snow and ice frozen in a large amount of tree/leave debris and made repairs to the skylight at no charge to clientA recommendation Was made to Cuttrees back and keep roof free of debris so that snow and ice could thaw and drain to gutterHome owner explained that her mother lives there and getting on roof to clear tree debris would be difficult and possibly outsourced.Five (5) years later in the winter of during snow and ice, RRH has record of same skylight leak call request, Same good faith response by RRH at no charge and same recommendations to keep roof free of debris So that Snow and ice could thaward drainte gutter.When RRH was recently contacted in 2017, same good faith response made at no charge but this time the skylight was replaced with higher curb and higher curb flashing to combat the accumulation of tree debris over time when it apparently could not remove or blown off.There had beer no leak call requests to RRH for the windows in the home until At the time RRH was replacing skylight, the Representative of "*** *** ***" local in Southern Maryland was contacted to meet RRH on site to view windows, get window skew numbers and approve for Waranty claim with ** ***, the *** window manufacturer as relayed to the home ownerThe Roof Center Rep called back and indicated that the ** ***"***" window warranties are registered in the names of the property owners and he provide the contact information for themRRH contacted *** window manufacturer and was informed that for privacy reasons, (alarms, camera Systems) it is required that the person whose name is on the warranty (home owner) is required to make the claim and provide the window skew identificationAs explained to home owner the warranty process was initiated by RRH.Actions RRH Can Take To Resolve:a Repair calls and Skylight were replaced at no chargeRRH/Horne Owner had windows shipped to replace RRH in good faith agrees to pay for widow hardware installActions RRH Car Not Take To ReSolve:a Repair interior drywall due to the lapse in time after warranty coverage and lack of performingrecommended preventive maintenance items as shown in Terms/Conditions page of contractIf you should have any questions or concerns, please do not hesitate to contact my office at ***

To Whom It May Concern:We are in receipt of a letter dated July 28, regarding a customer experience complaintThe letter was received by RRH Associates on Monday, August 7"After messages I have left over this week to Speak with someone at Revdex.com regarding this matter, I have been
unsuccessful.The person that would need to respond to this matter is away and won't return to the office until Tuesday, August 15"The letter stated that we had days to respondThe letter wasn't even received by us until the 3" day, I am requesting more time for us to prepare a responseIn addition, would appreciate a callback to confirm this request and acknowledgement of my messages previously left.appreciate your time and concern with this request and matter,Thank you,Barbara H*** Accounting Manager Office

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: In response to the business owner (Bob H[redacted])  stating that the warranties had expired if this in fact was the case the business would not have came out on 4/21/17 and replaced the leaking sky light in the kitchen. This sky light has consistently leaked every since it was installed. RRH has had a crew at my home on the roof at least once a year since sky light was put in attempting to fix and stop a water leak. Obviously with the sky light leaking it has damaged my kitchen ceiling, kitchen wall and top of my kitchen cabinets which I feel is the complete responsibility of RRH to repair due to the product they installed in my home has caused this damage. As for the windows they came with a limited lifetime warranty and I have clarified with [redacted] windows that there was never a warranty claim started by RRH which I am certain this is correct information due to the fact that I had to provide them with barcode numbers that could only be retrieved from the window frame and since Bob H[redacted] never came to the home to meet with me and look at the damage and windows as he had stated he would on 4/20/17 at 3:24pm it is not possible that he started a window claim. This just shows repeated dishonesty and broken promises from Bob H[redacted] at RRH. As stated earlier and documentation provided earlier I had to pay [redacted] windows $100.00 to ship the warranty windows to my home. I will surely be able to provide proof of installation as well once windows are installed. The windows being replaced is obviously no longer an issue since I was able to have them replaced under warranty without any assistance from RRH. What is of concern and an issue is the interior water damage from products installed by RRH in my home that has been a repeated issue from the time of installation all the way up to 4/2017. I am seeking reimbursement for money spent to have the warranty windows shipped to me as well as whatever it costs to have the window hardware transferred and windows installed and I am looking to have RRH come in and repair all damage to the interior of my home caused by water leaking in from products RRH installed in my home. Regards,
[redacted]

To Whom It May Concern:We are in receipt of a letter dated July 28, 2017 regarding a customer experience complaint. The letter was received by RRH Associates on Monday, August 7". After 3 messages I have left over this week to Speak with someone at Revdex.com regarding this matter, I have been...

unsuccessful.The person that would need to respond to this matter is away and won't return to the office until Tuesday, August 15". The letter stated that we had 10 days to respond. The letter wasn't even received by us until the 3" day, I am requesting more time for us to prepare a response. In addition, would appreciate a callback to confirm this request and acknowledgement of my messages previously left.appreciate your time and concern with this request and matter,Thank you,Barbara H[redacted] Accounting Manager Office

September 15, 2017Revdex.com Via Fax: [redacted] Pages Total 1411 K Street, NW 10" Floor Washington, DC 20005RE: Claim # [redacted]To Whorn. It May Concern:ACKNOWLEDGEMENT:In response to the letter RRH received from the Revdex.com dated 9/5/17 regarding the listed claim number we would like to acknowledge the customers concerns and provide the facts concerning this matter.FATS:Since RRH has been established in year 2000 and has registered with the Revdex.com, to our knowledgethere have been no claims filed. RRH believes this is primarily because of the company policy to always respond promptly in "good faith" to a commercial or residential client that may have a concern with past Work that RRH has performed, regardless of whether it is within a said contracted workmanship or material Warranty period. Additionally, RRH chooses to use well warranted materials with local suppliers and manufacturers to cover and assist our clients. The fact that RRH chose to replace a skylight 11 years after the date of original installation is in fact a gesture of "good faith" as stated above.RRHASSociates has not been contacted every year since the original installation of the skylights as stated. This statement is an exaggeration of fact. Had there been eleven (11) consecutive years of leak calls why had there not been a claim years earlier?There Were two (2) skylights installed in year 2006 on the very low pitched roof of the home, one of which is situated under a heavy area of trees. RRH does have record of leak call request for one (1) of the skylights leaking during the winter of 2010 (after warranty period) during heavy snow and ice Corditions. RRH in good faith responded and cleared the roof free of snow and ice frozen in a large amount of tree/leave debris and made repairs to the skylight at no charge to client. A recommendation Was made to Cuttrees back and keep roof free of debris so that snow and ice could thaw and drain to gutter. Home owner explained that her mother lives there and getting on roof to clear tree debris would be difficult and possibly outsourced.Five (5) years later in the winter of 2015 during snow and ice, RRH has record of same skylight leak call request, Same good faith response by RRH at no charge and same recommendations to keep roof free of debris So that Snow and ice could thaward drainte gutter.When RRH was recently contacted in 2017, same good faith response made at no charge but this time the skylight was replaced with higher curb and higher curb flashing to combat the accumulation of tree debris over time when it apparently could not remove or blown off.There had beer no leak call requests to RRH for the windows in the home until 2017. At the time RRH was replacing skylight, the Representative of "[redacted]" local in Southern Maryland was contacted to meet RRH on site to view windows, get window skew numbers and approve for Waranty claim with [redacted], the [redacted] window manufacturer as relayed to the home owner. The Roof Center Rep called back and indicated that the [redacted]" window warranties are registered in the names of the property owners and he provide the contact information for them. RRH contacted [redacted] window manufacturer and was informed that for privacy reasons, (alarms, camera Systems) it is required that the person whose name is on the warranty (home owner) is required to make the claim and provide the window skew identification. As explained to home owner the warranty process was initiated by RRH.Actions RRH Can Take To Resolve:a Repair calls and Skylight were replaced at no chargeRRH/Horne Owner had windows shipped to replace RRH in good faith agrees to pay for widow hardware installActions RRH Car Not Take To ReSolve:a Repair interior drywall due to the lapse in time after warranty coverage and lack of performingrecommended preventive maintenance items as shown in Terms/Conditions page of contractIf you should have any questions or concerns, please do not hesitate to contact my office at [redacted]