Fabrication Group LLC

From: [redacted] Sent: Tuesday, March 31, 10:AMTo: [redacted] Subject: Response to Claim: [redacted] It is very unfortunate that our service did not meet the ***’s expectations, however it was all due to circumstances completely out of our controlSince the ***’s decided to purchase an EZE BREEZE, a product which we only distribute and do not manufacturer, we were at the mercy of Eze Breeze for when they could ship our orderWe installed their Bright Cover 6/7/and once installing the Bright cover we then had to measure for the Eze Breeze, once obtaining these measurements we ordered the Eze Breeze right awayI attached our purchase orders and their sales order confirmations to validate this informationEze Breeze however has a 6-week lead time on their productOnce we received their Eze breeze in we installed it right awayMuch to our dismay, Eze breeze sent incorrect pieces that we then had to re-order, again waiting the lead timeOnce we received the part in, it was yet again the wrong size, therefore having to wait again for the replacement part to be shippedI also attached their sales order # [redacted] , which clearly states it was their second attempt at sending the correct replacement partAfter waiting their lead time yet again, once we received the replacement part in we attempted to contact the ***s numerous times to come service the unitOnce sending a certified letter to Mr& Mrs [redacted] we finally got a responseWhen I talked to Mr [redacted] on 3/12/he stated if we could come out and replace the part anytime during the week he would put a check in the mailHe then, put in writing to us his acknowledgement to pay the remaining balance due of $5,once the window was fixed (see attached)We do not agree to their desired settlement of considering the 50% deposit received as payment in fullTheir unit requires a replacement of a window which costs a mere $25.00, which we are happily to complete, In addition to repairing any other issues they might haveThese service issues do not equate to a $5,discountWe have all the necessary paperwork to back up our claims that we were completely reliant and at the discretion of PGT (Eze Breeze) and completed everything in our control in a timely mannerIf the ***’s wish to be upset with anyone it would be PGTHowever, as a dealer for Eze Breeze we understand we share some responsibility, never the less we are more the 100% willing to service the unit and put the replacement window in, which we have told them numerous times Like I said, we have all necessary paperwork to validate our claims, as well as documentation of repeated attempts to communicate with the ***sWe even have a written acknowledgement from Mr[redacted] stating he would pay the remaining balance due upon service to his unitShould the ***’s refuse to pay we will contact our attorney and file charges for fraud Thank you, [redacted]

Emails correspondence between the business and the consumer:Dear ***These are the emails I received and my response for complaint ID [redacted] .ThanksTom L***Operations ManagerFabrication Group, LLCW 140thCleveland, OH 44111216-251-(O)216-251-(F)-----Original Message-----From: Tom L [redacted] [mailto:[email protected]]Sent: Tuesday, August 25, 8:AMTo: ' [redacted] '; ' [redacted] 'Subject: RepairAs I told you when the crew was out to fix the job we would do something different if you and/or your wife were not pleased Obviously you are notpleased We will move the stanchions back a few inches which will move the entire unit backWe'll cut longer panels to ensure that you do not loseany coverage.I really don't think we have been giving you the run around I have been out there, I've sent the crew out to attempt to fix to your satisfaction andhave returned and taken your calls I'm continuing to try and resolve the issues.We will send a crew out the week of the 10th of September and I will call you with an exact date We need to re-fabricate and my crews are inMaryland the first week of September causing the delay in getting to your houseOur goal is to make you happy and I'm sure that in the end we will.Tom L***Operations ManagerFabrication Group, LLCW 140thCleveland, OH 44111216-251-(O)216-251-(F)-----Original Message-----From: [redacted] [mailto:b_ [redacted] @vecohio.com]Sent: Friday, August 21, 6:PMTo: [redacted] Cc: [email protected]: Re: [redacted] Tom.She got you She is 100% on trackWe need this taken care ofI told you today the "idea" you had may work and decided to let the crew do theirthingBut I am not happyAll I got was excuses if we move the entire thing back you will see screw holes in the support beams.Why should I have to deal with a bad layout from your techsThe entire project has been nothing but a debacleAnd I growing very weary of theentire thingI am to the point where I will be bringing in legal council to get this fixed and I will do everything in my power to get my money backIdidn't pay $12,for a hack job which is what is on my house.I am demanding that you and the OWNER be at my residence in the next week or I WILL turn the entire case to my lawyer and that will not be goodMy wifesent you pictures of the finished product of other installations and that is NOT what we received from you!!!!I strongly suggest that you and the owner make every effort to be at my house When I say!!!! I am tired of the run around and I am tired of beingblown offThis is not an option!!!!! You need to call me on Monday or my hands are tied!!!I have been told your crew would be at my residence at a certain time And to date they have NEVER made itWe cannot continue to take time off of work todeal with issues that were caused by YOUR crew!Please respond in a timely fashion or you will hear from my lawyer! I don't want to go there but if I have to I will [redacted] On Aug 21, 2015, at 5:PM, " [redacted] " [redacted] @ [redacted] wrote:Tom,I see the crew was here today, and I'm not impressed with the "solution"This is a permanent part of our home now and this corner is disgusting tosay the least The pictures in your advertisement brochure display severalangle cuts that appear to have been fabricated to fit tight to structures.Then there's our house There's caulk filling the end of the support structure and this "F" channel looks like it was "fabricated" with a pairof tin snips in my back yard Why weren't our edges made to look like the one's in your advertised gallery? That is what we paid for!I know you don't want to see this email - but we're not unfamiliar with the construction or metal industry in this house, and we're expecting to seethis done right.Please call one of us or email us with your intended correction by the end of the day Monday, August 24, [redacted] Account Manager, Technology GroupZenith Systems216-346-5251m [redacted] @ [redacted] .com [redacted] From: [redacted] [mailto:b_ [redacted] @vecohio.com]Sent: Monday, August 17, 5:PMTo: [email protected]: [redacted] Subject: FW: [redacted] Importance: HighTom,I need to hear from you ASAP Once again the crew was a no show Then they called at around 4:to say that they were on their way (for what Ihave no idea) They were to be at my house last Thursday or FridayMy wife and I left our schedules open for the event we were needed there Thenthey said they were to add a piece of this or that That is NOT what I paid forI paid for a covered deck They were changing your plan from what youtold me was going to be completed to properly fix the un-finished jobThen we hear today they were going to attempt to give it a band aid fix Is thisis the service we get??? I am growing increasingly frustrated and expect results! I did not sped K with your company to get a cover with a largeopening in it!As you are aware my wife is extremely agitated and justifiably soThis need to be corrected and FAST I am tired of the run around and it needs tobe addressed.Here is my cell 330-599-8604I will be waiting for your call[redacted] From: [redacted] Sent: Tuesday, July 28, 9:PMTo: [email protected]: [redacted] Subject: Fwd: [redacted] TomPlease let me know when the crew will be here because I will more than likely have to be here as my wife is buried at work.Thanks again for your attention to this most important issueRegards [redacted] Begin forwarded message:From: Date: July 28, at 9:25:PM EDTTo: Cc: [redacted] M [redacted] @ [redacted] .com>Subject: [redacted]

[redacted] , Just getting back to you from our conversation this morning After we finished the necessary repairs, [redacted] from our office called on 9/and left a message asking if they were satisfied and mentioned that we need to collect payment 9/ [redacted] spoke with [redacted] and he agreed the cover is stable and that he wanted to add panels to one side or both sides She said she would have to call him back 9/ [redacted] called [redacted] back and told him that his finance through Green Sky has expired Told him that no additional work would be done until payment was received He claims he doesn’t want the panels, he thought the installer had implied that they need them He told [redacted] that he had no other means to make payment 9/ [redacted] sent him another Green Sky Application by mail Have not heard back from Mr*** 9/18/I have attached the letter that was sent to them from our attorney I will keep you advised if they ever respond back to us since in the letter we are asking for a meeting [redacted] Fabrication Group, LLC Manufacturer of Bright Covers W140th St., Cleveland, OH

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I would like to speak directly to the owner of the company. Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Bright Covers never came out here and knocked on our door, never contacted my husband's workplace and did not leave phone messages day and night to try and get hold of usWhen we finally did get a message left on our answering machine from the salesman he threatened to come out and take the cover backWe still have that recording if you need itAll we wanted was for someone to come out and see the problems and fix them so of course we called him back but then he and the engineer he was supposed to bring out on Monday July 21st cancelledWe had other guys show up today (7-25-14) un-announced and now they say they will be back on Tuesday (7-29-14) to fix itI won't believe it until I see itI will send a follow up if this gets fixed Regards, [redacted] ***

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

At the time of installation the customer completed our satisfaction survey with all 9’s, and 10’sThen, once we learned of the problem we had attempted to reach the customer for over a month with no responseWe e-mailed, called day & night, went out to the residence and knocked on
the door, as well as called the company where he works with no response, all of this well documentedOnce we finally reached the customer at the end of the week prior to the 21st we scheduled to come to visit on the 21st to inspect the issueHowever, on the 21st our National Sales Manager spoke with the customer to discuss the issue and upon further review of the file, he decided he did not need visit the residence and instead went ahead and scheduled the repair with the husband for 7/We are still planning on being out there on the 25th, if we would have been able to reach the customer sooner we would have been out there sooner to make the necessary changes to the cover considering it is in our best interest since we have not yet been paid on the unitNevertheless, we thank you for your business and hope upon repair you thoroughly enjoy your Bright Cover

I don't feel that they are being very receptive to our complaints. We sent letters to them directly and have not received any responseIn my letter to the company I explained in detail how the entire situation unfoldedFrom seeing their product at a home show, to choosing their company because the salesman was very nice and knowledgeable. He promised things the company did not deliver. We never got any apology for any of the delays. It was just the delay in the windows. It was delayed from the start. Our initial deposit was made over one year ago. In March of 2014. The project was mostly completed in August of They wanted the remaining money when the worker came to finish and my husband had not even checked the work yetWe wanted to make sure things were perfect before we made the final paymentWhen my husband got home from work that day and tried to open a couple windows, they promptly fell out. Also, the window choice the company recommended, EZ Breeze, is not worth the balance due. Perhaps the company would settle for $2,more

Although the funds due the company were paid in full by me and my husband, and we are still not happy with the product or the service the last months the matter is settled

*** ***Attachments11:AM** ** We have been very receptive to the ***’s complaints and have tried to contact them on multiple occasionsWe even resulted to sending a certified letter because we could not get a hold of themWe tried to schedule a time to come out and service their unit when they would be home and Mr*** refused to accommodate usWe even offered to send guys out on a Saturday or Sunday so that he did not have to take any time off of workWe will not be willing to complete any additional work unless one of the ***’s will be home to verify they are satisfied with the work and submit final payment for the amount of $5,The fact remains that the ***’s purchased a product and need to pay for that product, we had to pay Eze Breeze for the materials purchased and that $2,does not even cover the cost of their materialsWe will not settle for an additional $2,We provided a product and fulfilled our contractual obligations, any service related issues we are more than happy to address, which we have told the ***’s repeatedlyThe balance due of $5,far exceeds the replacement of one windowAs stated in the earlier letter we have documentation of repeated attempts to communicate with the ***’sWe even have a written acknowledgement from Mr.*** stating he would pay the remaining balance due upon service to his unitShould the ***’s refuse to pay we will contact our attorney and file charges for fraud. Thank you,*** ***Fabrication Group, LLCWest 140th StreetCleveland, OH 44111P: ***

Dear [redacted]
We did the install of Mr. and Mrs. [redacted] and ultimately they were unhappy with the result.  I sent a crew to attempt to fix the problem area with the understanding that if they were not satisfied I would tear down and rebuild the bright cover.  On the 21st of August, Mr....

[redacted] emailed me and said he was not happy and he was going to call his lawyer.  I responded by email and told him that as I had told him prior to the repair, if he was not happy I would do a tear down and rebuild.  That was on the 25th of August.  I also told him we would be out to do the rebuild on the 10th of September.  We are, in fact, going to be there on the 10th and this was communicated to the [redacted]'s.  We have not ignored them, or told them we would not do everything we could to make them happy; on the contrary they were told that our goal was to make them happy.  I will try to forward the emails to you to verify the facts above.
Sincerely
Tom L[redacted]Operations ManagerFabrication Group, LLC3453 W 140thCleveland, OH 44111216-251-1125 (O)216-251-1135 (F

From: [redacted] Sent: Tuesday, March 31, 2015 10:13 AMTo: [redacted]Subject: Response to Claim: [redacted] It is very unfortunate that our service did not meet the [redacted]’s expectations, however it was all due to circumstances completely...

out of our control. Since the [redacted]’s decided to purchase an EZE BREEZE,  a product which we only distribute and do not manufacturer, we were at the mercy of Eze Breeze for when they could ship our order. We installed their Bright Cover 6/7/15 and once installing the Bright cover we then had to measure for the Eze Breeze, once obtaining these measurements we ordered the Eze Breeze right away. I attached our purchase orders and their sales order confirmations to validate this information. Eze Breeze however has a 6-8 week lead time on their product. Once we received their Eze breeze in we installed it right away. Much to our dismay, Eze breeze sent incorrect pieces that we then had to re-order, again waiting the lead time. Once we received the part in, it was yet again the wrong size, therefore having to wait again for the replacement part to be shipped. I also attached their sales order # [redacted], which clearly states it was their second attempt at sending the correct replacement part. After waiting their lead time yet again, once we received the replacement part in we attempted to contact the [redacted]s numerous times to come service the unit. Once sending a certified letter to Mr. & Mrs. [redacted] we finally got a response. When I talked to Mr. [redacted] on 3/12/15 he stated if we could come out and replace the part anytime during the week he would put a check in the mail. He then, put in writing to us his acknowledgement to pay the remaining balance due of $5,500 once the window was fixed (see attached). We do not agree to their desired settlement of considering the 50% deposit received as payment in full. Their unit requires a replacement of a window which costs a mere $25.00, which we are happily to complete, In addition to repairing any other issues they might have. These service issues do not equate to a $5,500 discount. We have all the necessary paperwork to back up our claims that we were completely reliant and at the discretion of PGT (Eze Breeze) and completed everything in our control in a timely manner. If the [redacted]’s wish to be upset with anyone it would be PGT. However, as a dealer for Eze Breeze we understand we share some responsibility, never the less we are more the 100% willing to service the unit and put the replacement window in, which we have told them numerous times.  Like I said, we have all necessary paperwork to validate our claims, as well as documentation of repeated attempts to communicate with the [redacted]s. We even have a written acknowledgement from Mr.[redacted] stating he would pay the remaining balance due upon service to his unit. Should the [redacted]’s refuse to pay we will contact our attorney and file charges for fraud.  Thank you,[redacted]

Pleasse cancel my complaint .  We are working it out.

[redacted],
Just getting back to you from our conversation this morning.
After we finished the necessary repairs, [redacted] from our office called on 9/8 and left a message asking if they were satisfied and mentioned that we need to collect payment.
9/9 [redacted] spoke with [redacted] and he agreed the cover is stable and that he wanted to add panels to one side or both sides.  She said she would have to call him back.
9/9 [redacted] called [redacted] back and told him that his finance through Green Sky has expired.  Told him that no additional work would be done until payment was received.  He claims he doesn’t want the panels, he thought the installer had implied that they need them.  He told [redacted] that he had no other means to make payment.
9/11 [redacted] sent him another Green Sky Application by mail.  Have not heard back from Mr. [redacted].
 
9/18/2014 I have attached the letter that was sent to them from our attorney.
 
I will keep you advised if they ever respond back to us since in the letter we are asking for a meeting.
 
 
[redacted]
Fabrication Group, LLC
Manufacturer of Bright Covers
3453 W. 140th St.,
Cleveland, OH  44111

Emails correspondence between the business and the consumer:Dear [redacted]These are the emails I received and my response for complaint ID [redacted].ThanksTom L[redacted]Operations ManagerFabrication Group, LLC3453 W 140thCleveland, OH 44111216-251-1125 (O)216-251-1135 (F)-----Original Message-----From: Tom L[redacted] [mailto:[email protected]]Sent: Tuesday, August 25, 2015 8:33 AMTo: '[redacted]'; '[redacted]'Subject: RepairAs I told you when the crew was out to fix the job we would do something different if you and/or your wife were not pleased.  Obviously you are notpleased.  We will move the stanchions back a few inches which will move the entire unit back. We'll cut longer panels to ensure that you do not loseany coverage.I really don't think we have been giving you the run around.  I have been out there, I've sent the crew out to attempt to fix to your satisfaction andhave returned and taken your calls.  I'm continuing to try and resolve the issues.We will send a crew out the week of the 10th of September and I will call you with an exact date.  We need to re-fabricate and my crews are inMaryland the first week of September causing the delay in getting to your house. Our goal is to make you happy and I'm sure that in the end we will.Tom L[redacted]Operations ManagerFabrication Group, LLC3453 W 140thCleveland, OH 44111216-251-1125 (O)216-251-1135 (F)-----Original Message-----From: [redacted] [mailto:b_[redacted]@vecohio.com]Sent: Friday, August 21, 2015 6:20 PMTo: [redacted]Cc: [email protected]: Re: [redacted]Tom.She got you.  She is 100% on track. We need this taken care of. I told you today the "idea" you had may work and decided to let the crew do theirthing. But I am not happy. All I got was excuses if we move the entire thing back you will see screw holes  in the support beams.Why should I have to deal with a bad layout from your techs. The entire project has been nothing but a debacle. And I  growing very weary of theentire thing. I am to the point where I will be bringing in legal council to get this fixed and I will do everything in my power to get my money back. Ididn't pay $12,000.00 for a hack job which is what is on my house.I am demanding that you and the OWNER be at my residence in the next week or I WILL turn the entire case to my lawyer and that will not be good. My wifesent you pictures of the finished product of other installations and that is NOT what we received from you!!!!I strongly suggest that you and the owner make every effort to be at my house When I say!!!!  I am tired of the run around and I am tired of beingblown off. This is not an option!!!!!  You need to call me on Monday or my hands are tied!!!I have been told your crew would be at my residence at a certain time And to date they have NEVER made it. We cannot continue to take time off of work todeal with issues that were caused by YOUR crew!Please respond in a timely fashion or you will hear from my lawyer!  I don't want to go there but if I have to I will[redacted] On Aug 21, 2015, at 5:39 PM, "[redacted] wrote:Tom,I see the crew was here today, and I'm not impressed with the "solution". This is a permanent part of our home now and this corner is disgusting tosay the least.  The pictures in your advertisement brochure display severalangle cuts that appear to have been fabricated to fit tight to structures.Then there's our house.  There's caulk filling the end of the support structure and this "F" channel looks like it was "fabricated" with a  pairof tin snips in my back yard.  Why weren't our edges made to look like the one's in your advertised gallery?   That is what we paid for!I know you don't want to see this email - but we're not unfamiliar with the construction or metal industry in this house, and we're expecting to seethis done right.Please call one of us or email us with your intended correction by the end of the day Monday, August 24, 2015.[redacted]Account Manager, Technology GroupZenith Systems216-346-5251m[redacted].com[redacted]From: [redacted] [mailto:b_[redacted]@vecohio.com]Sent: Monday, August 17, 2015 5:33 PMTo: [email protected]: [redacted] <M[redacted].com>Subject: FW: [redacted]Importance: HighTom,I need to hear from you ASAP.  Once again the crew was a no show.  Then they called at around 4:00 to say that they were on their way (for what Ihave no idea).  They were to be at my house last Thursday or Friday. My wife and I left our schedules open for the event we were needed there.  Thenthey said they were to add a piece of this or that.  That is NOT what I paid for. I paid for a covered deck.  They were changing your plan from what youtold  me was going to be completed to properly fix the un-finished job. Then we hear today they were going to attempt to give it a band aid fix.  Is thisis the service we get??? I am growing increasingly frustrated and expect results!  I did not sped 12 K with your company to get a cover with a largeopening in it!As you are aware my wife is extremely agitated and justifiably so. This need to be corrected and FAST  I am tired of the run around and it needs  tobe addressed.Here is my cell.  330-599-8604I will be waiting for your call.[redacted]From: [redacted]Sent: Tuesday, July 28, 2015 9:30 PMTo: [email protected]<mailto:[email protected]>Cc: [redacted]Subject: Fwd: [redacted]TomPlease let me know when the crew will be here because I will more than likely have to be here as my wife is buried at work.Thanks again for your attention to this most important issueRegards[redacted]Begin forwarded message:From: <b_[redacted]@vecohio.com<mailto:b_[redacted]@vecohio.com>>Date: July 28, 2015 at 9:25:45 PM EDTTo: <[email protected]<mailto:[email protected]>>Cc: [redacted].com<mailto:M[redacted].com>>Subject: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Bright Covers never came out
here and knocked on our door, never contacted my husband's workplace and did not
leave phone messages day and night to try and get hold of us. When we finally
did get a message left on our answering machine from the salesman he threatened
to come out and take the cover back. We still have that recording if you need
it. All we wanted was for someone to come out and see the problems and fix them
so of course we called him back but then he and the engineer he was supposed to
bring out on Monday July 21st cancelled. We had 2 other guys show up today
(7-25-14) un-announced and now they say they will be back on Tuesday (7-29-14)
to fix it. I won't believe it until I see it. I will send a follow up if this gets fixed.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I would like to speak directly to the owner of the company.
Regards,
[redacted]

How can I send pictures of a panel that they never added? Their message to the Revdex.com dated 8-21-14 was in response to them supposed to be adding another panel because it wasn't measured right in the first place. It states that "Our installation manager offered this solution". Yes, he did and we are still waiting for it to be installed. Now today we get a call stating they aren't going to install anything else and they want payment in full. Their installation manager ([redacted]) stated on Saturday when he was here (9-6-14) that there was 1 of 2 solutions and he was waiting for a phone call back from his manager. The first solution was to add 1 panel and center everything up and the second solution was to add 2 panels, 1 on each side, and add extensions to the eye beams. We were fine with either one of these solutions. We don't feel we should have to pay extra for their mistake of not measuring it right in the first place. The over-hang on the deck is not even all the way around. The one side measures 6 1/2 inches over-hang, the other side measures 2 3/4 inches over-hang and the front measures 18 inches over-hang. The pictures we sent are of us trying to show you the over-hang unevenness and the need for the panel or panels. The deck also gets wet on both sides. Because of the water build up in the panels and not draining there is mold growing in the ends of some them and that is what the other pictures are of.  We don't understand why it has taken almost 3 months to fix this.