Feazel

We're very sorry that this customer has a multitude of issues with our servicesSince the complaint was issued, our Project Manager has been out to discuss solutions with the customer.We have removed the the original crew who was assign to the job, and assigned a new crew to complete the work in efficient and timely mannerSince then, the customer has received daily updates on the work being completed.A Feazel Project Manner is scheduled to meet with the customer on Tuesday, 6/for a final walkthrough to ensure his satisfaction.We sincerely apologize for the issues the customer experienced and are taking every step possible to address his complaints and reach his desired settlement.Thank you

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

I am rejecting this response because: The total statement is not entirely correct and because the statement is not entirely correct I cannot accept the responseIt is true that I call them on 09/22/and a representative came out on 09/26/however I was told there was nothing that Feazel would do because the year warranty expired May of I informed the rep that I wanted them to know that the poor workmanship of the installation now has my soffit sagging in the centerI never considered the matter 'closed' hence the filing of this complaint with the Revdex.com as again the Feazel respresentative stated there was nothing they could doHow can they state I was not 'satified' when the reason for the call after years was to show them the sagging soffit The statement that I apologiized for filing this complaint without first seeking retribution from the company is not correct as the call on 09/22/was me first contacting the company before filing the complaint On the second inspection from Feazel I shown the representative one house next to mine on the left that had the same installaion done almost or more years and that soffit was not sagging and then shown him the house on the other side of mine on the right who just have the same installation done with summer and the soffit was not saggingThere were no spacers between the original soffit and the new material to be nailed to which would have kept the soffit from saggingWhich is what I believe is the problem Th Feazel representative suggested in order to get this complaint closed he would have one of they contractor come out for free in a timely manner and review the soffit and provide possible options to correct the saggingDepending on the options and the cost estimate they can correct the problem I would consider closing this complaint with the understanding another complaint will be submitted if not satisfeid If you want to close this complaint to give them the opportunity to provide me with the options in a timely manner feel free to just knowing another complaint will be filed if they cannot fix the soffit reasonably Regards, [redacted]

First of all, I explained to this young lady as I do to each and every one of our customers that we guaranty 100% satisfaction before final payment is due for any project After we were finished with the work for this customer our secretary called to ask for payment at which point she indicated that she was not entirely happy with the way the new aluminum trim around her front door and garage looked.My service manager and I drove to her home that day to look at the work and to ask what we needed to do to satisfy her.As soon as I pulled into her driveway she stormed out of her front door screaming, yelling directly at me using explitives the entire time including the "F" word! In my thirty year career I have never been talked to by anyone like that and was a bit taken a back by the experience I explained to her that I was there to help and do whatever I needed t to make her happyI asked her to stop screaming at me or I woul leaveShe continued being belligerent so we got back into the truck to leave.She then motioned for me to stop and calmed downFinally I agreed to re install all new trim work for her once again and used the best Metal trim installer I had at mu disposal to redo the workOnce finished she paid us and stated that the new work was beautiful and that she was extremely pleasedAlmost an entire year later She calls us demanding a full refund for all of the work we did because the weather stripping on her garage door was beginning to warp and said that it was because we do terrible work and use garbage materials The fact is that there are not many manufacturer's of garage weather stripping and that workmanship had absolutely nothing to do with itI went on to explain to her that on occasions materials may fail and I offered at that time to replace the weather stripping for her when she let us know what kind and color she wanted.She NEVER got back to us with that informationShe was and obviously more intent on getting all of her money back than having the weather stripping replaced In addition she claims a year later that we installed the new door trim over her doorbell buttonWe did not and would never do something like thatIf there had been a doorbell button we would have removed it, poked a hole through the metal to run the wires through and reconnected it.She also claims now more than a year later that we didn't clean her gutters at that time? Really, the gutters were cleaned spic and span! I saw to itYou do have to clean gutters out more than once every months in order to keep them from overflowing So she decides to blame us for that as wellThese complaints are completely unfounded and untrue! It is very clear to me that this young lady is looking for something for nothingI would be willing to replace her garage door stripping as that offer still stands or refund to her the cost of the stripping which is about$and another $for an hour of labor though the process takes about minutesI will NOT, however, refund all of the money

We sincerely apologize to the customer for the frustration and confusion regarding this issueIn an effort to maintain a positive experience with this customer, we have credited the account in hopes to amicably resolve the issueThe customer is not to receive any further bills or expected payments from our office for the services described, and we are sorry for any level of confusion, concern, and frustration that may have been experienced.Thank you

More than five years ago, Feazel did install soffit and fascia to this customer’s home with a five-year warrantyThe call we received on 9/22/14, several months after the warranty expired, was the first time this customer notified Feazel of any concerns of the status of the work performed or the material installedUpon initial call from the customer, the warranty status was discussed and the customer acknowledged and agreed that the work in question was currently out of warrantyAdditionally, the customer understood that any work needed moving forward would require an estimate for time and material With understanding from the customer, a free inspection was scheduled for 9/26/where a Feazel representative went to the home to meet with the homeowner and inspect the work and material in question After further inspection, our Feazel representative concluded that the installation and material did not require any further repair After discussing this with the homeowner, it was agreed that no further action needed to take place and the call was considered “closed”Feazel had the understanding that the customer was satisfied that no additional work was required on the soffit or fascia A little more than a week later, on 10/6/2014, Feazel received this Revdex.com complaintFeazel did not receive any further communication from the customer, prior to this complaint, in an effort to obtain a satisfactory settlementHad Feazel known that this homeowner was not satisfied with the original outcome, Feazel would have worked with them to come up with a satisfactory resolution as is consistent with our high attention to customer satisfaction and company integrity Feazel was very surprised to receive this complaint and immediately contacted the homeowner to discuss which win-win solution should be taken to resolve the concernsFeazel met with the homeowner again and has agreed to provide an additional, more comprehensive, free inspection to further investigate and answer all questions and concerns the homeowner hasIn a verbal agreement with the homeowner, it was agreed upon that if it was discovered that repair work is needed, the expired warranty status would stand valid and Feazel would prepare an estimate for time and material and the homeowner would have the choice to either move forward with the repairs with Feazel or source estimates from other contractors At this second meeting with Feazel’s sales manager and the homeowner, the homeowner apologized for filing a Revdex.com complaint against Feazel without first seeking retribution directly with the company firstThey also stated that they would request, from the Revdex.com, that their complaint be retracted as Feazel’s timely response to the situation adequately addressed their concerns

We appreciate the customer's time and willingness to submit a complaintBy doing so, the customer brought matters to our attention where we failed to meet expectationsWe have been in contact with the customer, and agreed to pay the entire requested amount as part of our error in this particular projectWe apologize for the miscommunication and negligence on our part, and seek to resolve the issue by any means to ensure the customer's satisfactionThe customer should be receiving the requested amount in the next few business daysThank you

You’ll find some correspondence below regarding the complaint we chatted about earlierMark C [redacted] is the GM of our [redacted] , and the one dealing with the complaint first handFrank (in his email) is our Director of FinancePlease let me know if I can help any furtherThanks for contacting me Sent: Tuesday, January 02, 10:AMTo: [redacted] Cc: [redacted] Subject: Re: Revdex.com Complaint - Re-Opened An extra invoice was sent on accident after we had told her we were washing her balanceI had since talked to her when that occurredSo she has a balance at this pointI can call her again just to try some damage control if you think thats a good idea at this pointLet me knowPerhaps the collections agency was not awareI will send Frank an email right now to ensure that they are not still sending her any invoices anymoreThanks!Mark

The customer called in stating that he had two leaks and was noticing a hole in the plywood deckingWe scheduled a date and time for a Feazel technician to complete an inspection of the areaFeazel installed the roof in and provided a year labor warranty on the roofOur technician found that there was some moisture in the attic space and that the attic was not drawing air from the soffitsThe technician on site also noted that he wanted to install apron flashing and new step flashing along a wallAll of this work is above and beyond the warranty that was originally offered to the customer but it an effort to provide good customer service and a quality roof, our technician submitted a work order to complete the listed items at NO FEE to the ownerUnfortunately the weather has been less than ideal to complete roof repairs of this nature, with the winter and rains we have hadThis scope of work is scheduled to be completed on 4/19/

We're very sorry that the customer had these issues, and have since been in contact to resolve the issues mentioned in the complaintThe customer has been successfully contacted, scheduled, and Feazel will perform these repairs at no cost to the customerIn the attempts to contact the customer sooner, there was some confusion as to which number on file was the customers daytime phone numberBecause of this, Feazel initially experienced some difficulty in returning the customer's callsAfter clarifying with the customer, there was success in contacting and making arrangements to fix the repairs mentioned in the complaint Again, the customer has been contacted and scheduled since the complaint was filed to receive repairs free of chargeThank you

I discussed the situation on the phone with Feazel and we came to a reasonable conclusion/solution.I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

With first contact of any concerns of work or
material made several months after the five year warranty expired, Feazel
maintains the position that the work in question is out of warranty and will
require a written estimate and agreed upon, signed contract for work to be
performed if repairs are neededFeazel has agreed to and scheduled a second
free inspection to take place in which a fair estimate will be provided to the
homeowner if it is found that repair work needs to be doneIf it is found that
work needs to be done, and upon submission of a fair estimate to the homeowner,
the homeowner will be free to choose whether or not to continue work with
Feazel or source other contractors

Revdex.com received a phone call from the consumer stating the business has addressed his complaint

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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. I would like for them to correct the problem of the weather stripping both on the garage door, and surrounding - that was broken when the trim was installed. As a respectful business woman and a well respected individual within the city of Cleveland, I take offense to the comments and picture painted of me personallyWhile I was upset on Friday, October 14th, 2016, I did NOT swear and had a witness inside myself who heard the entire conversationAdditionally, I did tell Marla about my gutter issue, so comments are unfounded. I would appreciate the weather stripping being fixed in the same exact color ASAP(The company initially stated they were having a problem finding the same colorI want the same exact color.)
Regards,
*** ***

We're very sorry that this customer has experienced difficulty regarding the aforementioned issues and our service in generalWe are working with the customer as quickly as possible to resolve these mattersOur Cincinnati General Manager has an appointment with the customer Monday, April 10th,
which was the earliest availability on the customer's scheduleWe hope to come to an agreement on all issues mentioned to reach a level of satisfaction for the customer

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution to provide an estimate for work to be done is satisfactory to meWith the option to open another complaint as the first work that was done even if out of warranty was of poor quality and should be stated.Regards, *** ***

We offer our sincere apology to Mr***Our field techs
were informed of the customer’s desire to cancel the contract if work could not
be completed prior to
1-1-Due to the weather-dependent nature of the work, the
deadline could not be met and we are agreeable to releasing Mr*** from any
obligation as it relates to the contract for roof repairs
Additionally, one of our employees inadvertently pushed the
job into invoiced status rather than cancelled status and for that we also
apologizeThis was purely a human-error and we had no intention of attempting
to collect the balance, as evidenced by the fact that no collection efforts
whatsoever were taken on this account
We are obviously agreeable to the consumer’s desired resolution
of cancelling the contract and once again we apologize for the inadvertent
invoice

*FRAUDULENT BILLING PRACTICES*Please re-open this complaint for further handlingFeazel's responsedated October indicated that they would no longer be billing thedisputed amountHowever, days later a letter postmarked November wassent to meI have attached copiesThis is the fourth letter receivedfrom them with an invoice that contains work not approved or completed.This is fraudulent billing practicesHow many people just pay thisinvoice out of fear?*** ***

We sincerely apologize to the customer for the frustration and confusion regarding this issue. In an effort to maintain a positive experience with this customer, we have credited the account in hopes to amicably resolve the issue. The customer is not to receive any further bills or expected payments...

from our office for the services described, and we are sorry for any level of confusion, concern, and frustration that may have been experienced.Thank you.

You’ll find some correspondence below regarding the complaint we chatted about earlier. Mark C[redacted] is the GM of our [redacted], and the one dealing with the complaint first hand. Frank (in his email) is our Director of Finance. Please let me know if I can help any further. Thanks for contacting me.  Sent: Tuesday, January 02, 2018 10:10 AMTo: [redacted]Cc: [redacted]Subject: Re: Revdex.com Complaint - Re-Opened An extra invoice was sent on accident after we had told her we were washing her balance. I had since talked to her when that occurred. So she has a 0 balance at this point. I can call her again just to try some damage control if you think thats a good idea at this point. Let me know. Perhaps the collections agency was not aware. I will send Frank an email right now to ensure that they are not still sending her any invoices anymore. Thanks!Mark