First National Bank - Midwestern Branch

The business has responded Please see below:We did an estimate for this customer on to build and install a bookcase - storage unit in upstairs hallwayThe estimate was mailed to her on the same date and on and the job was scheduled to be done on site on The bookcase - storage unit was mostly pre-build not at the customers homeOn we came to the customers home and installed the bookcase - storage unit in the upstairs hallway and did all of the final work on siteOnce the service tech was done, the customer looked at the bookshelf - storage unit and was satisfiedShe paid the remaining balance due and signed the contract and the service tech leftThe customer called the next day saying the she felt the bookshelf - storage unit was not smooth and requested we come backThe service tech went back on 315, the same day the customer called to look at the bookshelf - storage unitThe customer was not home at the time, so the service tech was let in by her husbandThe service tech put an additional coat of polyurethane on the bookshelf - storage unit in one area so that the customer could check and decide if that was acceptableThe customer called back on to say that she had other issues with the bookshelf - storage unitI discussed at length with her what the concerns were and she said she did not like the graining on the wood or the stain colorI explained to her that she wanted oak, which is what was usedWe used red oak boards, trim and cabinet grade red oak plywood and that oak has graining which is not controlled by usAlso the stain color that was used was the specific color that the customer chose and gave us the color chart forShe also said that there was missing crown moulding, the storage lid was scraping on one side, bookshelf - storage unit was not smooth and that there was a crack in the woodI specifically asked about the smoothness of the cabinet where the service tech had applied the additional coat of polyurethane and she said that is was betterI scheduled with the customer for the service tech to come back on 315, when she was home, and look at all of t he aforementioned concerns and correct any necessary issuesThe service tech went to her home on and spent a number of hours going over the concerns she hadHe explained to her that the graining of the wood cannot be changed since it is red oak and has grainingThey agreed that since she now didn't want that much graining, that the back of the middle section of the unit would be removedShe didn't want to remove the back of the side sections but instead wanted different wood with less graining in the back of the side sectionsThe service tech agreed to do thatThe customer wanted the shelves in the side sections stained a different colorThe service tech stained a sample with a different stain color while at her home and the customer agreed to the change from the sampleWith regards to the crown moulding being missing, there were no missing pieces, the customer just wanted a return on one side of the crown moulding at the top of the bookshelf - storage unit which the service tech agreed to doThe crack in the wood was a seam where the red oak trim met the edge of the lid for the storage section, which the service tech agreed to fix and the lid needed to be adjusted to not be so snug on one sideThe service tech left with the shelves so as to re-stain them a different color as agreed, the lid for the storage section so as to repair the seam where the trim is and the crown moulding so as to stain the return piece the same colorThe customer called back on 315, the day after the service tech was there and agreed to the changes she wanted, and she demanded that the unit be removed from her homeI tried to explain to the customer that this was a custom built bookshelf - storage unit and that it is not merchandise that can be returnedUnfortunately the customer kept demanding that the unit be removed immediately and I was unable to discuss the agreement that was made with the service techThe service tech called her on multiple occasions to discuss the concerns and she only demanded that the unit be removed from her homeCalls were made by the service tech on 315, and and she kept insisting that the unit be removedBoth the service tech and myself have tried to discuss the changes she agreed to so that we can move forward and do them, however the customer is only willing to have the unit removedWe have sent a letter to the customer explaining that we would be willing to come back and do the changes as agreed to by her and the service tech on To address some specifics in the complaint, the customer states "It did not look like what was discussed (crown moulding was supposed to be on the top of the unit, the bench portion was suppose to sit on the floor not be above it, fluted moulding was not on the angled section of bench..a cornice section on the top the unit that followed the angle of the bench etc.)"There was crown moulding at the top as the pictures we have show of the completed unit, the bench portion has a toe kick under it since it is in the middle section of the bookshelf - storage unit and needs to be there so that the cabinet doors on either side of the unit do not scrape the floor and there is no fluted moulding at all since it was not discussed or ever mentioned on the contract and the section on the top of the unit could not follow the angle of the bench below since it would have covered a vent on the ceilingThe customer states, "the mitered corners of wood do not even meet, ther e are cracks in the wood,.."The only seam that was shown to the service tech was where the trim met the edge of the storage lid which he agreed to fixThere are no cracks in the wood and the service tech was not shown any mitered corners that were not acceptableThe customer states, "The wood used is not furniture grade it's plywood...the grain of the wood is unsightly, and the grain on the unit goes in different directions,"The wood and trim that was used is red oak and the back larger section was made from red oak cabinet grade plywood for which we have the receipts to show what was purchasedWe cannot control the grain of the wood, the customer wanted oak, which is what was used and the graining is consistentThe customer states "The color is not what was shown to ***"The color chart that the customer gave us with the color she wanted marked and signed for was what was purchased and used to stain the bookshelf - storage unit The customer also states "He removed a good portion of the unit to repairIt is beyond repairing"This is incorrect since she acknowledges he took the parts to repair as agreed and yet now it is not repairableAll of the agreed upon items can still be done if she would allow him to come back and do them as agreedThe customer also stated "He asked me what I wanted him to do and I requested a refund."This would not be correct since she stated earlier that he removed a good portion to repair, so why would he be repairing anything if she was requiring a refund? The only thing that the customer keeps stating on every phone call she has made to us or we have made to her is that she wants us to remove the unit from her home immediatelyWe are still willing to come and make the changes the customer wants and as she agreed to on

The business has responded Please see below:We are in receipt of the additional concerns that were submittedWe have attempted to come to a resolution with the customer regarding thisWhen the job was completed on 3/**/15, the customer inspected the bookcase-storage unit, was satisfied and paid the remaining balance in full and tipped the service techThe next day she contacted Cathy at the office and notified us that she felt the unit was not smooth enoughThe service tech went back the same day she called and put an additional coat of polyurethane in one area for her to check and see if that was satisfactoryThe customer called back again on 3/23/and felt there were additional items that she was unhappy withShe said that the smoothness was better where the additional polyurethane was put on, but was unhappy with the graining of the wood and the stain colorThe customer requested oak for the unit and gave us a color chart with the marked stain color that she choseWe used red oak and the stain color that was chosen by the customerRed oak has natural graining, unfortunately the customer was not happy with the graining nor the color, all of which she choseWhen the service tech went to her home on 3/**/and spent a number of hours with her to make changes that would be acceptable to her, she agreed to have the back of the middle section of the unit removed and left open to the wall, she agreed to have the shelves in the side sections stained to a different color that she chose and she wanted to have a different wood with less graining on the back of the side sections put inWe agreed to do all of these itemsThe service tech removed the back middle section as agreed and he took the shelves with him so he could stain them to the newly agreed color, he also removed the crown moulding so as to add a return as agreed with the customer and he took the lid to the storage section so as to adjust it to not fit so snugAll of these things were agreed to on 3/**/The customer called the next day wanting to know when we will be there to remove the unitEverything was agreed to for changes she wanted due to her not liking the graining or the stain color and for the lid to be adjusted and a return crown moulding addedWe have always been willing and still are to come and do the items that were agreed to on 3/**/15, but the customer is now refusing to maintain that agreement and instead is insisting on the unit being removedThe only reason part of the unit was removed was to make the changes as agreed to by the customerWe are still willing to come and make the changes as agreed if the customer will allow us to do what was agreed to on 3/**/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
on 3-**-*** *** the service tech for Jack of All trades owned by *** *** came to my home to look at the complaints with the unit he "custom built"this unit is very poor construction, not worth anywhere near the $that I paid for itI should him all the problems and asked what he was going to doHis response was" I do not know"I told him I wanted a full refund and the item removed from my homehe said he needed to speak with *** since she is the ***, and that they don't give refunds..as the *** I would think *** would come and look at this herself, but she has refused.She expects me to deal with the person that built this mess and thought it was good enough to deliver! I should be able to deal with someone who has the authority to make a decision upon inspection of the unitshe only knows what the service tech/ husband is telling hershe insists I have crown moulding, I do notI have sent her photos to prove this.I also sent her phots of the uneven angles etcI just do not understand why she will not look at this.. hHer version in the reply on the 3-**-meeting is simply untrueOther than the fact that he removed some of the unit to bring back to the shop, I did not ask for thatI asked to remove all of it and issue a Refund in full, I have no trust that he can make this unit look like the piece of furniture *** told me he was capable of building
I was misled by *** *** / Jack of all Trades as to his ability to do more than the basic handyman serviceif this was more than a one man company I would have options as far as having a person look at the problems and make a decision on it, not a husband and wife team where the husband can't make a decision and the wife refuses to take responsibility for this really poorly made product and just keeps telling me all the things she won't do and tries bully me.I should be able to deal with some one at a company other than the person who made the mess. I have sent her a very detailed letter with all of the problems and photos..The only resolution to this is a full refund
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The business has responded.  Please see below:We did an estimate for this customer on 1/**/15 to build and install a bookcase - storage unit in upstairs hallway. The estimate was mailed to her on the same date and on 2/*/15 the customer called to schedule for the work to proceed. We received a...

$1500.00 deposit from the customer on 2/**/15 and the job was scheduled to be done on site on 3/**/15. The bookcase - storage unit was mostly pre-build not at the customers home. On 3/**/15 we came to the customers home and installed the bookcase - storage unit in the upstairs hallway and did all of the final work on site. Once the service tech was done, the customer looked at the bookshelf - storage unit and was satisfied. She paid the remaining balance due and signed the contract and the service tech left. The customer called the next day saying the she felt the bookshelf - storage unit was not smooth and requested we come back. The service tech went back on 3/**/15, the same day the customer called to look at the bookshelf - storage unit. The customer was not home at the time, so the service tech was let in by her husband. The service tech put an additional coat of polyurethane on the bookshelf - storage unit in one area so that the customer could check and decide if that was acceptable. The customer called back on 3/**/15 to say that she had other issues with the bookshelf - storage unit. I discussed at length with her what the concerns were and she said she did not like the graining on the wood or the stain color. I explained to her that she wanted oak, which is what was used. We used red oak boards, trim and cabinet grade red oak plywood and that oak has graining which is not controlled by us. Also the stain color that was used was the specific color that the customer chose and gave us the color chart for. She also said that there was missing crown moulding, the storage lid was scraping on one side, bookshelf - storage unit was not smooth and that there was a crack in the wood. I specifically asked about the smoothness of the cabinet where the service tech had applied the additional coat of polyurethane and she said that is was better. I scheduled with the customer for the service tech to come back on 3/**/15, when she was home, and look at all of t he aforementioned concerns and correct any necessary issues. The service tech went to her home on 3/**/15 and spent a number of hours going over the concerns she had. He explained to her that the graining of the wood cannot be changed since it is red oak and has graining. They agreed that since she now didn't want that much graining, that the back of the middle section of the unit would be removed. She didn't want to remove the back of the side sections but instead wanted different wood with less graining in the back of the 2 side sections. The service tech agreed to do that. The customer wanted the shelves in the 2 side sections stained a different color. The service tech stained a sample with a different stain color while at her home and the customer agreed to the change from the sample. With regards to the crown moulding being missing, there were no missing pieces, the customer just wanted a return on one side of the crown moulding at the top of the bookshelf - storage unit which the service tech agreed to do. The crack in the wood was a seam where the red oak trim met the edge of the lid for the storage section, which the service tech agreed to fix and the lid needed to be adjusted to not be so snug on one side. The service tech left with the shelves so as to re-stain them a different color as agreed, the lid for the storage section so as to repair the seam where the trim is and the crown moulding so as to stain the return piece the same color. The customer called back on 3/**/15, the day after the service tech was there and agreed to the changes she wanted, and she demanded that the unit be removed from her home. I tried to explain to the customer that this was a custom built bookshelf - storage unit and that it is not merchandise that can be returned. Unfortunately the customer kept demanding that the unit be removed immediately and I was unable to discuss the agreement that was made with the service tech. The service tech called her on multiple occasions to discuss the concerns and she only demanded that the unit be removed from her home. Calls were made by the service tech on 3/**/15, 3/**/15 and 3/**/15 and she kept insisting that the unit be removed. Both the service tech and myself have tried to discuss the changes she agreed to so that we can move forward and do them, however the customer is only willing to have the unit removed. We have sent a letter to the customer explaining that we would be willing to come back and do the changes as agreed to by her and the service tech on 3/**/15. To address some specifics in the complaint, the customer states "It did not look like what was discussed (crown moulding was supposed to be on the top of the unit, the bench portion was suppose to sit on the floor not be above it, fluted moulding was not on the angled section of bench..a cornice section on the top the unit that followed the angle of the bench etc.)". There was crown moulding at the top as the pictures we have show of the completed unit, the bench portion has a toe kick under it since it is in the middle section of the bookshelf - storage unit and needs to be there so that the cabinet doors on either side of the unit do not scrape the floor and there is no fluted moulding at all since it was not discussed or ever mentioned on the contract and the section on the top of the unit could not follow the angle of the bench below since it would have covered a vent on the ceiling. The customer states, "the mitered corners of wood do not even meet, ther e are cracks in the wood,..". The only seam that was shown to the service tech was where the trim met the edge of the storage lid which he agreed to fix. There are no cracks in the wood and the service tech was not shown any mitered corners that were not acceptable. The customer states, "The wood used is not furniture grade it's plywood...the grain of the wood is unsightly, and the grain on the unit goes in different directions,". The wood and trim that was used is red oak and the back larger section was made from red oak cabinet grade plywood for which we have the receipts to show what was purchased. We cannot control the grain of the wood, the customer wanted oak, which is what was used and the graining is consistent. The customer states "The color is not what was shown to [redacted]". The color chart that the customer gave us with the color she wanted marked and signed for was what was purchased and used to stain the bookshelf - storage unit . The customer also states "He removed a good portion of the unit to repair. It is beyond repairing". This is incorrect since she acknowledges he took the parts to repair as agreed and yet now it is not repairable. All of the agreed upon items can still be done if she would allow him to come back and do them as agreed. The customer also stated "He asked me what I wanted him to do and I requested a refund.". This would not be correct since she stated earlier that he removed a good portion to repair, so why would he be repairing anything if she was requiring a refund? The only thing that the customer keeps stating on every phone call she has made to us or we have made to her is that she wants us to remove the unit from her home immediately. We are still willing to come and make the changes the customer wants and as she agreed to on 3/**/15.