Edward Jones

TO WHOM IT MAY CONCERN: RE: COMPLAINT # [redacted] AS PER MY CUSTOMER'S COMPLAINTS- MY REBUTTALTHE FLASHING THAT WAS LOOSE WAS GABLE END FASCIA METAL THAT MUST HAVE COME LOOSE WITH ALL OF THE HIGH WINDS WE HAVE HAD. THIS HAD NOTHING TO DO WITH THE ROOFING. THE STREAKS ON THE GUTTERS ARE CAUSED BY ACID...

RAIN NOT IMPROPER INSTALLATION. THE LIGHT WAS OLD AND BRITTLE AND THERE WAS NO EVIDENCE OF IT BEING BROKEN. THE SIDING WAS NOT CUT. IT IS OLD ALUMINUM SIDING THAT HAD NO J-CHANNEL ON BEFORE WE DID THE ROOF. THE TAR ON THE SIDING WAS NOT FROM ANYTHING WE DID WE HAVE TRIED SEVERAL TIMES TO FIX THE ISSUES AT HAND. APRIL 20TH 2017 [redacted] WENT OUT TO MEET CUSTOMER. CUSTOMER SAID HE DID NOT WANT TO TALK TO HIM HE JUST WANTED TO TALK TO ME. MAY 2ND 2017 I HAD MY ROOFER CALL THE CUSTOMERS TO GO OVER ANY ISSUES (NO RESPONSE). I ALSO LET THEM KNOW THAT OUR ROOFER WOULD BE CALLING THEM. APRIL 15TH TEXTED THE OWNERS TO LET THEM KNOW THAT VINCE WOULD BE OUT TO CORRECT ANY AND ALL ISSUES. CUSTOMER TEXTED ME BACK TO SAY " DON'T HAVE VINCE STOP BY" THEY WERE GETTING ANOTHER PROFESSIONAL ROOFING COMPANY IN TO GET THEIR OPINION. ON JUNE 5TH 2017 I TEXTED THEM TO LET THEM KNOW [redacted] WOULD BE OUT TO FIX ANYTHING AND EVERYTHING THEY WANTED. OWNERS TEXTED ME BACK SAYING " WE ARE UNDER CONTRACT WITH ANOTHER ROOFING COMPANY TO FIX OUR MISTAKES. AT THAT TIME I ASKED THEM TO EMAIL ME THE OTHER ROOFERS FINDINGS AS WELL ( NO RESPONSE). ALSO ASKED THEM TO EMAIL ME A BILL FROM THE ELECTRICIAN ( NO RESPONSE). I FEEL LIKE WE HAVE TRIED TO FIX THE CUSTOMERS CONCERNS TO NO AVAIL.SINCERELY,RICHARD *. JACKSON RICHARD JACKSON SPOUTING, INC.

The attached response was provided to the client.

Initial Business Response /* (1000, 8, 2015/12/18) */

The information that they provided you is incorrect. I called them on November 15, 2016 the day I receive the package. They gave me a number I wrote it on the package and I returned it I have proof of my receipt. With a tracking number on it. I never received a refund of any amount by them. So the information again is not correct that they provided you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response...

because:
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I haven't been aware of any attempt to contact me from the business since the day they...

issued their response. I am not certain of whether or not they intended to wait until I have accepted their response before solving this issue. However, the vague and generic response they have given (which does not include intent to refund any money) leaves me skeptical. Instead of saying they would investigate it, I believe investigating it before responding to my complaint was in order so that they would be able to provide some clarity on their position. Further more, activity on my account was extremely minimal, thus making any "investigation" into the account very basic. It should not take more than a glance at my account to confirm what I have said and that I paid a fee for something I believe to be unwarranted and possibly illegal.
Sincerely,
[redacted]

see attached

Ms. [redacted] ,  We have received your response from the Revdex.com and take your complaint seriously.  In an effort to assist you we have already cancelled your account and you will not receive any further charges. You been issued a refund upon return of the product . You accepted an ongoing return with an refund of 75% on August 9, 2016 when you spoke to one of our call representatives. The amount of $69.10 will be refunded if the package is returned by August 24, 2016. We have yet to receive the returned package from you.   We apologize for any confusion, and always do our best to resolve any customer complaint or concern in a timely manner. If there is anything more you need please feel free to call our customer service at [redacted]. We're happy to assist you in any way we can.    Action Pro White Customer Service [redacted]

[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:Mr. Jackson is stating false remarks on how things actually went with trying to get our roof fixed.  After dealing with no call returns from a company that states right on [redacted] that they care for the customer we sought out help from another experienced roofing company was willing to undo the terrible work that Mr. Jackson's roofers did.  First nothing came loose from high winds as Mr. Jackson stated.  That flashing has been on the house since the first roof was put on.  On our contract it stated replace flashing where needed.  That section should have been replaced.  Mr. Jackson would not know this as he NEVER went on the roof.  Second, Mr. Jackson informed us [redacted] was coming out to power wash the gutters and wax them.  That is not what [redacted] had intentions on doing or saying.  He came out and informed me that the acid rain caused it.  Yet none of our neighbors seem to have this problem with their gutters.  I also informed Mr. Jackson that the rain gutter covers were to be so the leaves slid off the roof.  This is not what we got.  The debris collects on a lip at the edge of the gutter.  Eventually this will need cleaned out making my husband go up a ladder to do this.   [redacted] informed me at that time that they are not responsible for any of this that's took the roof off and put on a new one and that's all they are responsible for.  At no time did he offer to fix anything.  Neither the owner nor the foreman were present either day while this work was being done.  The light is above the driveway and that is where they put the dumpster and  threw the singles off the roof.  We called Mr. Jackson several times to fix the light and all we got were promises.  Finally called our electrician and he fixed it in a week.  Only took till April and only fixed by OUR electrician.Why discuss anything with either one of these people when all they do is put you off and tell you they are not fixing anything it's our problems.  And then [redacted] laughed at me.  That is when I told him to leave.  Get off my property.  [redacted] called Richard and he never answered his phone to see what the problem was.  He only texted and refused to come out to see what the problem was.  The last text was in May 2 and was again asked to come out.  We heard nothing from him until you sent him our complaint.   We already had hired and put a deposit down to get another more competent roofer to fix it.We have not been able to get anyone to answer any of our phone calls. Evidently we were being ignored.  In our own opinion this owner outright lies and cheats his customers.  I have heard numerous excuses from him for not being able to personally come  over to our house and he never showed up.   AND HE IS THE OWNER OF THIS COMPANY.  He was quick  to come over and give us an estimate and take our $10,000.00 
Regards,
[redacted]

A check has been issued to the client in the amount of $72.56.  At this time, we consider this matter resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

02/26/2018 [left consumer a vm requesting update]03/01/2018 {emailed consumer to contact me by 3-5-18 at noon else will close]03/05/2018   [redacted],   I do believe this issue has been resolved as they sent me a refund check a while back.

Initial Business Response /* (1000, 8, 2016/01/12) */
The Complaint Investigations department is responsible for investigating and responding to our clients' concerns. As such, your letters dated December 14 and December 29, 2015 have been brought to my attention for review and response.
A...

written response was provided to Mr. [redacted] on December 2, 2015. A copy of the response is attached. During my telephone conversation that day I advised Mr. [redacted] that our firm respectfully denies his request to reimburse his commissions. As Mr. [redacted] has raised no new allegations since his previous complaint and our response thereto, we now consider this matter closed.
Thank you for the opportunity to respond to your inquiry.
Sincerely,
[redacted] T [redacted]
Senior Complaint Investigator

Ms. [redacted],   We recently received your complaint #[redacted] from the Revdex.com regarding your Action Pro White Account. We take complaints very seriously and we hope this response will provide you with additional information. According to our records, we received your order on...

July 1, 2016.   The terms of the offer that you agreed to at the time of your order clearly state that you were to have an 10 day trial period starting from the date of your order processing in which you could cancel your account to avoid further charges.  They also indicate that “you must take affirmative action to avoid further charges or you will be charged in the amount of $92.13 ten days from the date of your order processing for the product.” When you ordered the product you also clicked a button indicating that you agreed to the terms of the offer. When a customer clicks that button we must assume that they have actually read what they are agreeing to. If there was any confusion with the terms you could have called our customer service team and they would have been happy to assist you.   Since we did not hear from you during your trial period, you were charged $92.13 on July 11, 2016 and received one additional shipments at the same cost.   The first time we heard from you regarding the cancellation of your account was on August 13, 2016 when you canceled with a representative. Your account was immediately canceled and you have not received any shipments or charges since then. We agreed to provide you with an immediate refund of $92.13 on the most recent shipment as a courtesy.   Your account remains canceled and you will not receive any further shipments or charges.   Sincerely,   Chantel S[redacted] Action Pro White

The Edward Jones Complaint Investigations Department
is responsible for reviewing clients' concerns regarding their accounts. As
such, [redacted] A. [redacted]'s complaint has been forwarded to our department for
review and response.
 
Edward Jones takes all client complaints
seriously....

We are reviewing this matter and will seek to reach a resolution
directly with the client. Sincerely, [redacted]Complaint Investigator

Revdex.com:
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.
Regards,
[redacted]

Initial Business Response /* (1000, 6, 2015/08/04) */
To Whom It May Concern:
Thank you for your correspondences regarding the above case. Enclosed you will find the response sent to prospect [redacted]. Please contact me at XXX-XXX-XXXX if you have any additional questions or...

concerns.
Response:
Dear Mr. [redacted]:
It is the responsibility of the Complaint Investigations department to review and respond to written communication from prospects/clients which may be deemed a complaint. As such, your Missouri/Illinois Revdex.com communication regarding the above-referenced matter has been forwarded to our department for review.
Thank you for taking the time to provide your feedback related to this matter. We have requested that the financial advisor at XXXXX [redacted] add you to their "Do Not Call" list and remove you from any future mailings. The goal of the firm is to consistently deliver professional service to our customers. We appreciate the opportunity to address this matter and apologize for any inconvenience and concern this situation has caused you. We wish you success in reaching your financial goals.

Business Response Attached

The Complaint Investigations Department is responsible for reviewing clients' concerns regarding their accounts.  As such, [redacted] complaint has been forwarded to our department for review and response.  Edward Jones takes all client complaints seriously.  We are reviewing...

this matter and will seek to reach a resolution directly with the client.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]