It was a pleasure and a honor to care for [redacted] 's motherShe was always happy and well cared forBut *** has moved her mother times in three yearsPersonal items missing: [redacted] 's mother has Demencia Alzheimer's She tended to hide items in various places around the house All families are told at move in that they should has any items that are valuable in the home due to the nature of our open house policy.Meds: All meds are depensed on scheduals that are prescribed by the doctorBut if the residents refuse their meds we can not force them to take itThis is a state of Ohio rule.Meals: All meals are provided and the staff prepares them in the houseThe meals are made to orderAll food is delivered fresh 3-days a week.Staff Care: we provide no less than a to care ratio which is the best in the Senior Care businessAll others have a 15-or - [redacted] is speaking for other residents and familiesWe provide non skilled care and nurses and doctors are on call and available at all timesOur nurse sees all residents at least times a week and doctor visits monthlyRefunds: Our contract states that we do not prorate fees [redacted] gave a day notice on June 1st and moved her mother before the end of monthWe are a month to month pay[redacted] 's complaints in Dec were addressed at a meetingOther than that she never attempted to contact us until we got her notice in June of this year [redacted] 's complaint about the food in January was addressed by a phone call with her [redacted] had no comments on what foods she wanted her mother to receive and stated she didn't have time for this and hung up on meOther than that, [redacted] would only complain to the staff but would not call me as owner or our nurse manager [redacted] would not return my numerous calls in June to discuss her concerns I am willing to meet with her to discuss her concerns
Sent: Wednesday, November 18, 4:PM To: drteam < [redacted] > Subject: Revdex.com of Houston and South Texas- Complaint regarding Your Business # [redacted] Response to complaint: We have been working, in good faith, to resolve the issues with [redacted] and [redacted] for a couple of monthsWe have saved all the emailsWe have photographs of our work and copies of the original proposal and the revised work requests via emailWe worked very hard to please the ScrivenersWe re-worked plans, moved beds, moved paths, moved irrigation head and made all requested changes without charging change order fees It is our business model to give the best service we canAs the project went on we began to feel as if we were chasing a moving targetWe got to the point where we felt the work envi***ment uncomfortable and the vision of work untenable, because of the ever changing requestsWhen we could no longer make the changes that were being requested we finished the work we could and let the Scriver’s know we had reached a stopping point The job total provided was misleadingThe original scope of the work was around $70,We were paid for half and had to stop when we neared completing this quantity of work as it became obvious that there would be issues with final payments At this point we gave them a detailed reconciliation of the work to date and the costs associated with it based on our original bidThis left them with a credit that we offered to return if they accepted it as finalDuring these attempts to reconcile we made this clearWe did not send payment because of threats we received and request for us to pay for new beds done in a totally different method We gave the [redacted] ’s the product we proposedWe showed them a sample of a finished beds that is at our officeWe showed them many pictures of similar beds that we have on our Houzz siteHere is a link to one project we shared with themhttp://www.houzz.com/projects/424814/entertaining-surrounded-by-herbs-and-ve...⇄ All of our photos show our processes and finished coatingWe use a skim coat of mortar over cinder blocks that we texture with a spongeIn the six years we have been building these raised beds we have not had one customer report they have failed in any way At some point after the beds were finished we were told they were expecting a smooth finishThe raised bed here and the ones in all the pictures have a brushed finish It is our understanding that after talking to another company the [redacted] ’s decided they really wanted poured concrete bedsThe other company told them that what we had built was inferiorThis is when we began to hear that they wanted us to pay for new bedsBelow are pictures of the finished beds we builtWe feel it is the wanting a new smooth surface that precipitated the beds’ removal The last time we were on site to delivering steel edging as a courtesy, as the source is wholesale only, we did notice one bed’s coating had a crackWe are not sure of the cause of itWe had been told via email that they decided they wanted a smoother surface and had used grinding tools on itWe believe that trying to modify the surface with tools is want did the damageWe were not offered the opportunity or option to patch or re-skim the parted surface; and there was also evidence of a damaged footing on one of the beds where the client used a tool on the façadeAs we understand it the beds we built have been demolished and we now have no way to rework the finish which would have been our solutionThis could have been done by adding another layer of skim coating, like you would do on any stucco wallThere is no way to make a smooth surface which we explained to the Scrivener’s once MrsScrivener said she wanted them smooth (which is after we had completed the covering) We have emails where we were told things were fine and they were happy even after we let them know we were not going to continue with the planting portion of the installationThis is when we were asked to come and move irrigation heads and a few other tweaks which we did willingly We have let them know we do not feel we should pay for new beds when we provided exactly what we proposedIt is their prerogative to get new bedsWe let them know we are happy to return the unused funds We stopped communication and attempts to reconcile because of threats of putting out bad reviews and contacting the Revdex.com unless we pay for their new bedsWe are seeking closure on the issue and are willing to pay to ~1k credit We are disappointed that we were not able to make this client happyHowever, we are not going to pay for new beds in order to make them happy
** *** is entitled to her opinionBut in our contract it clearly states that our fees are on a month to month basis We do not prorate our feesThis is in the agreement she signed at move inShe has the right to move her mother for any reasonShe is the first to move in the years we have been in operation.We would be happy to reimburse her for the items she says were lost if she can provide receipts and proof of values
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** I would like to comment on this owners first response further.I did not move my mother 3times in three years, that is a lie! She was moved one time!The personal items missing were always discussed with either the nurse or the aides as to there whereabouts and the response was always " I have no idea"Meals are to be cooked and provided fresh every day, Please check your own advertising! I would think any facility would provide wholesome fresh foods every day and not just 3-times a week !One aide was always there, the Nurse was not there five times a week, she was at the other house five times a week!I will agree that your contract does not provide for prorated fees....I am aware that other residents were provided a deposit refund, so just thought I might be as lucky.My December complaints made you very angry and you blew them of as frivolous, you were typing on your phone the whole time and not even listeningEven offered me a job at one point! I did hang up on you in January as we were trying to find decent food for the residents to eat who's is why I did not have time for your BS.I did complain with the staff and you would not address the issues, ever!I did not return your call in June, I contacted you via email......would you like me to share your response here?I am the only one to move out since you have started.....the others have passed away.I do not have receipts for the missing items, except for the towels....looking at the value I placed on each item, these are more than reasonable amountsYou can't give me back the photos that are on the IPad can you! Those have the most value!I do not want to meet with you, meeting with you has proved to be unproductive because you blow it all off and skirt every issue!I am not the only one who has come to you with complaints! There must be a reason the neighbors are so against your set up!
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** The owner of this business is giving informationI moved my mother because he convinced me his deal was much better!I have proof that they were not giving meds as ordered and it was not due to patient refusalI have photos of the horrible food left for the residents to eatAnd 3-meals a week was not what was sold or promisedIf my mother hid things, they why are they not in the house
It was a pleasure and a honor to care for [redacted]'s mother. She was always happy and well cared for. But [redacted] has moved her mother 3 times in three years. Personal items missing: [redacted]'s mother has Demencia Alzheimer's . She tended to hide items in various places around the house....
All families are told at move in that they should has any items that are valuable in the home due to the nature of our open house policy.Meds: All meds are depensed on scheduals that are prescribed by the doctor. But if the residents refuse their meds we can not force them to take it. This is a state of Ohio rule.Meals: All meals are provided and the staff prepares them in the house. The meals are made to order. All food is delivered fresh 3-4 days a week.Staff Care: we provide no less than a 5 to 1 care ratio which is the best in the Senior Care business. All others have a 15-1 or 25 -2. [redacted] is speaking for other residents and families. We provide non skilled care and nurses and doctors are on call and available at all times. Our nurse sees all residents at least 5 times a week and doctor visits monthly. Refunds: Our contract states that we do not prorate fees. [redacted] gave a 30 day notice on June 1st and moved her mother before the end of month. We are a month to month pay.[redacted]'s complaints in Dec 2016 were addressed at a meeting. Other than that she never attempted to contact us until we got her 30 notice in June of this year. [redacted]'s complaint about the food in January 2017 was addressed by a phone call with her. [redacted] had no comments on what foods she wanted her mother to receive and stated she didn't have time for this and hung up on me. Other than that, [redacted] would only complain to the staff but would not call me as owner or our nurse manager. [redacted] would not return my numerous calls in June to discuss her concerns . I am willing to meet with her to discuss her concerns.
Sent: Wednesday, November 18, 2015 4:32 PM To: drteam <[redacted]> Subject: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] Response to complaint: We have been working, in good faith, to resolve the issues with [redacted] and [redacted] for a...
couple of months. We have saved all the emails. We have photographs of our work and copies of the original proposal and the revised work requests via email. We worked very hard to please the Scriveners. We re-worked plans, moved beds, moved paths, moved irrigation head and made all requested changes without charging change order fees. It is our business model to give the best service we can. As the project went on we began to feel as if we were chasing a moving target. We got to the point where we felt the work envi[redacted]ment uncomfortable and the vision of work untenable, because of the ever changing requests. When we could no longer make the changes that were being requested we finished the work we could and let the Scriver’s know we had reached a stopping point. The job total provided was misleading. The original scope of the work was around $70,000. We were paid for half and had to stop when we neared completing this quantity of work as it became obvious that there would be issues with final payments. At this point we gave them a detailed reconciliation of the work to date and the costs associated with it based on our original bid. This left them with a credit that we offered to return if they accepted it as final. During these attempts to reconcile we made this clear. We did not send payment because of threats we received and request for us to pay for new beds done in a totally different method. We gave the [redacted]’s the product we proposed. We showed them a sample of a finished beds that is at our office. We showed them many pictures of similar beds that we have on our Houzz site. Here is a link to one project we shared with them. http://www.houzz.com/projects/424814/entertaining-surrounded-by-herbs-and-veggie...⇄ . All of our photos show our processes and finished coating. We use a skim coat of mortar over cinder blocks that we texture with a sponge. In the six years we have been building these raised beds we have not had one customer report they have failed in any way. At some point after the beds were finished we were told they were expecting a smooth finish. The raised bed here and the ones in all the pictures have a brushed finish. It is our understanding that after talking to another company the [redacted]’s decided they really wanted poured concrete beds. The other company told them that what we had built was inferior. This is when we began to hear that they wanted us to pay for new beds. Below are pictures of the finished beds we built. We feel it is the wanting a new smooth surface that precipitated the beds’ removal. The last time we were on site to delivering steel edging as a courtesy, as the source is wholesale only, we did notice one bed’s coating had a crack. We are not sure of the cause of it. We had been told via email that they decided they wanted a smoother surface and had used grinding tools on it. We believe that trying to modify the surface with tools is want did the damage. We were not offered the opportunity or option to patch or re-skim the parted surface; and there was also evidence of a damaged footing on one of the beds where the client used a tool on the façade. As we understand it the beds we built have been demolished and we now have no way to rework the finish which would have been our solution. This could have been done by adding another layer of skim coating, like you would do on any stucco wall. There is no way to make a smooth surface which we explained to the Scrivener’s once Mrs. Scrivener said she wanted them smooth (which is after we had completed the covering). We have emails where we were told things were fine and they were happy even after we let them know we were not going to continue with the planting portion of the installation. This is when we were asked to come and move irrigation heads and a few other tweaks which we did willingly. We have let them know we do not feel we should pay for new beds when we provided exactly what we proposed. It is their prerogative to get new beds. We let them know we are happy to return the unused funds. We stopped communication and attempts to reconcile because of threats of putting out bad reviews and contacting the Revdex.com unless we pay for their new beds. We are seeking closure on the issue and are willing to pay to ~1k credit. We are disappointed that we were not able to make this client happy. However, we are not going to pay for new beds in order to make them happy.
It was a pleasure and a honor to care for [redacted] 's motherShe was always happy and well cared forBut *** has moved her mother times in three yearsPersonal items missing: [redacted] 's mother has Demencia Alzheimer's She tended to hide items in various places around the house All families are told at move in that they should has any items that are valuable in the home due to the nature of our open house policy.Meds: All meds are depensed on scheduals that are prescribed by the doctorBut if the residents refuse their meds we can not force them to take itThis is a state of Ohio rule.Meals: All meals are provided and the staff prepares them in the houseThe meals are made to orderAll food is delivered fresh 3-days a week.Staff Care: we provide no less than a to care ratio which is the best in the Senior Care businessAll others have a 15-or - [redacted] is speaking for other residents and familiesWe provide non skilled care and nurses and doctors are on call and available at all timesOur nurse sees all residents at least times a week and doctor visits monthlyRefunds: Our contract states that we do not prorate fees [redacted] gave a day notice on June 1st and moved her mother before the end of monthWe are a month to month pay[redacted] 's complaints in Dec were addressed at a meetingOther than that she never attempted to contact us until we got her notice in June of this year [redacted] 's complaint about the food in January was addressed by a phone call with her [redacted] had no comments on what foods she wanted her mother to receive and stated she didn't have time for this and hung up on meOther than that, [redacted] would only complain to the staff but would not call me as owner or our nurse manager [redacted] would not return my numerous calls in June to discuss her concerns I am willing to meet with her to discuss her concerns
Sent: Wednesday, November 18, 4:PM To: drteam < [redacted] > Subject: Revdex.com of Houston and South Texas- Complaint regarding Your Business # [redacted] Response to complaint: We have been working, in good faith, to resolve the issues with [redacted] and [redacted] for a couple of monthsWe have saved all the emailsWe have photographs of our work and copies of the original proposal and the revised work requests via emailWe worked very hard to please the ScrivenersWe re-worked plans, moved beds, moved paths, moved irrigation head and made all requested changes without charging change order fees It is our business model to give the best service we canAs the project went on we began to feel as if we were chasing a moving targetWe got to the point where we felt the work envi***ment uncomfortable and the vision of work untenable, because of the ever changing requestsWhen we could no longer make the changes that were being requested we finished the work we could and let the Scriver’s know we had reached a stopping point The job total provided was misleadingThe original scope of the work was around $70,We were paid for half and had to stop when we neared completing this quantity of work as it became obvious that there would be issues with final payments At this point we gave them a detailed reconciliation of the work to date and the costs associated with it based on our original bidThis left them with a credit that we offered to return if they accepted it as finalDuring these attempts to reconcile we made this clearWe did not send payment because of threats we received and request for us to pay for new beds done in a totally different method We gave the [redacted] ’s the product we proposedWe showed them a sample of a finished beds that is at our officeWe showed them many pictures of similar beds that we have on our Houzz siteHere is a link to one project we shared with themhttp://www.houzz.com/projects/424814/entertaining-surrounded-by-herbs-and-ve...⇄ All of our photos show our processes and finished coatingWe use a skim coat of mortar over cinder blocks that we texture with a spongeIn the six years we have been building these raised beds we have not had one customer report they have failed in any way At some point after the beds were finished we were told they were expecting a smooth finishThe raised bed here and the ones in all the pictures have a brushed finish It is our understanding that after talking to another company the [redacted] ’s decided they really wanted poured concrete bedsThe other company told them that what we had built was inferiorThis is when we began to hear that they wanted us to pay for new bedsBelow are pictures of the finished beds we builtWe feel it is the wanting a new smooth surface that precipitated the beds’ removal The last time we were on site to delivering steel edging as a courtesy, as the source is wholesale only, we did notice one bed’s coating had a crackWe are not sure of the cause of itWe had been told via email that they decided they wanted a smoother surface and had used grinding tools on itWe believe that trying to modify the surface with tools is want did the damageWe were not offered the opportunity or option to patch or re-skim the parted surface; and there was also evidence of a damaged footing on one of the beds where the client used a tool on the façadeAs we understand it the beds we built have been demolished and we now have no way to rework the finish which would have been our solutionThis could have been done by adding another layer of skim coating, like you would do on any stucco wallThere is no way to make a smooth surface which we explained to the Scrivener’s once MrsScrivener said she wanted them smooth (which is after we had completed the covering) We have emails where we were told things were fine and they were happy even after we let them know we were not going to continue with the planting portion of the installationThis is when we were asked to come and move irrigation heads and a few other tweaks which we did willingly We have let them know we do not feel we should pay for new beds when we provided exactly what we proposedIt is their prerogative to get new bedsWe let them know we are happy to return the unused funds We stopped communication and attempts to reconcile because of threats of putting out bad reviews and contacting the Revdex.com unless we pay for their new bedsWe are seeking closure on the issue and are willing to pay to ~1k credit We are disappointed that we were not able to make this client happyHowever, we are not going to pay for new beds in order to make them happy
** *** is entitled to her opinionBut in our contract it clearly states that our fees are on a month to month basis We do not prorate our feesThis is in the agreement she signed at move inShe has the right to move her mother for any reasonShe is the first to move in the years we have been in operation.We would be happy to reimburse her for the items she says were lost if she can provide receipts and proof of values
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** I would like to comment on this owners first response further.I did not move my mother 3times in three years, that is a lie! She was moved one time!The personal items missing were always discussed with either the nurse or the aides as to there whereabouts and the response was always " I have no idea"Meals are to be cooked and provided fresh every day, Please check your own advertising! I would think any facility would provide wholesome fresh foods every day and not just 3-times a week !One aide was always there, the Nurse was not there five times a week, she was at the other house five times a week!I will agree that your contract does not provide for prorated fees....I am aware that other residents were provided a deposit refund, so just thought I might be as lucky.My December complaints made you very angry and you blew them of as frivolous, you were typing on your phone the whole time and not even listeningEven offered me a job at one point! I did hang up on you in January as we were trying to find decent food for the residents to eat who's is why I did not have time for your BS.I did complain with the staff and you would not address the issues, ever!I did not return your call in June, I contacted you via email......would you like me to share your response here?I am the only one to move out since you have started.....the others have passed away.I do not have receipts for the missing items, except for the towels....looking at the value I placed on each item, these are more than reasonable amountsYou can't give me back the photos that are on the IPad can you! Those have the most value!I do not want to meet with you, meeting with you has proved to be unproductive because you blow it all off and skirt every issue!I am not the only one who has come to you with complaints! There must be a reason the neighbors are so against your set up!
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** The owner of this business is giving informationI moved my mother because he convinced me his deal was much better!I have proof that they were not giving meds as ordered and it was not due to patient refusalI have photos of the horrible food left for the residents to eatAnd 3-meals a week was not what was sold or promisedIf my mother hid things, they why are they not in the house
It was a pleasure and a honor to care for [redacted]'s mother. She was always happy and well cared for. But [redacted] has moved her mother 3 times in three years. Personal items missing: [redacted]'s mother has Demencia Alzheimer's . She tended to hide items in various places around the house....
All families are told at move in that they should has any items that are valuable in the home due to the nature of our open house policy.Meds: All meds are depensed on scheduals that are prescribed by the doctor. But if the residents refuse their meds we can not force them to take it. This is a state of Ohio rule.Meals: All meals are provided and the staff prepares them in the house. The meals are made to order. All food is delivered fresh 3-4 days a week.Staff Care: we provide no less than a 5 to 1 care ratio which is the best in the Senior Care business. All others have a 15-1 or 25 -2. [redacted] is speaking for other residents and families. We provide non skilled care and nurses and doctors are on call and available at all times. Our nurse sees all residents at least 5 times a week and doctor visits monthly. Refunds: Our contract states that we do not prorate fees. [redacted] gave a 30 day notice on June 1st and moved her mother before the end of month. We are a month to month pay.[redacted]'s complaints in Dec 2016 were addressed at a meeting. Other than that she never attempted to contact us until we got her 30 notice in June of this year. [redacted]'s complaint about the food in January 2017 was addressed by a phone call with her. [redacted] had no comments on what foods she wanted her mother to receive and stated she didn't have time for this and hung up on me. Other than that, [redacted] would only complain to the staff but would not call me as owner or our nurse manager. [redacted] would not return my numerous calls in June to discuss her concerns . I am willing to meet with her to discuss her concerns.
Sent: Wednesday, November 18, 2015 4:32 PM To: drteam <[redacted]> Subject: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] Response to complaint: We have been working, in good faith, to resolve the issues with [redacted] and [redacted] for a...
couple of months. We have saved all the emails. We have photographs of our work and copies of the original proposal and the revised work requests via email. We worked very hard to please the Scriveners. We re-worked plans, moved beds, moved paths, moved irrigation head and made all requested changes without charging change order fees. It is our business model to give the best service we can. As the project went on we began to feel as if we were chasing a moving target. We got to the point where we felt the work envi[redacted]ment uncomfortable and the vision of work untenable, because of the ever changing requests. When we could no longer make the changes that were being requested we finished the work we could and let the Scriver’s know we had reached a stopping point. The job total provided was misleading. The original scope of the work was around $70,000. We were paid for half and had to stop when we neared completing this quantity of work as it became obvious that there would be issues with final payments. At this point we gave them a detailed reconciliation of the work to date and the costs associated with it based on our original bid. This left them with a credit that we offered to return if they accepted it as final. During these attempts to reconcile we made this clear. We did not send payment because of threats we received and request for us to pay for new beds done in a totally different method. We gave the [redacted]’s the product we proposed. We showed them a sample of a finished beds that is at our office. We showed them many pictures of similar beds that we have on our Houzz site. Here is a link to one project we shared with them. http://www.houzz.com/projects/424814/entertaining-surrounded-by-herbs-and-veggie...⇄ . All of our photos show our processes and finished coating. We use a skim coat of mortar over cinder blocks that we texture with a sponge. In the six years we have been building these raised beds we have not had one customer report they have failed in any way. At some point after the beds were finished we were told they were expecting a smooth finish. The raised bed here and the ones in all the pictures have a brushed finish. It is our understanding that after talking to another company the [redacted]’s decided they really wanted poured concrete beds. The other company told them that what we had built was inferior. This is when we began to hear that they wanted us to pay for new beds. Below are pictures of the finished beds we built. We feel it is the wanting a new smooth surface that precipitated the beds’ removal. The last time we were on site to delivering steel edging as a courtesy, as the source is wholesale only, we did notice one bed’s coating had a crack. We are not sure of the cause of it. We had been told via email that they decided they wanted a smoother surface and had used grinding tools on it. We believe that trying to modify the surface with tools is want did the damage. We were not offered the opportunity or option to patch or re-skim the parted surface; and there was also evidence of a damaged footing on one of the beds where the client used a tool on the façade. As we understand it the beds we built have been demolished and we now have no way to rework the finish which would have been our solution. This could have been done by adding another layer of skim coating, like you would do on any stucco wall. There is no way to make a smooth surface which we explained to the Scrivener’s once Mrs. Scrivener said she wanted them smooth (which is after we had completed the covering). We have emails where we were told things were fine and they were happy even after we let them know we were not going to continue with the planting portion of the installation. This is when we were asked to come and move irrigation heads and a few other tweaks which we did willingly. We have let them know we do not feel we should pay for new beds when we provided exactly what we proposed. It is their prerogative to get new beds. We let them know we are happy to return the unused funds. We stopped communication and attempts to reconcile because of threats of putting out bad reviews and contacting the Revdex.com unless we pay for their new beds. We are seeking closure on the issue and are willing to pay to ~1k credit. We are disappointed that we were not able to make this client happy. However, we are not going to pay for new beds in order to make them happy.