Initial Business Response / [redacted] (1000, 5, 2016/04/01) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] Hello, 1,The home owners took possession of their home on September 25, The rough grade was passed on August 20, The tree is being provided by the land developer which will happen once the weather permits this yearThe alternative is that a gift certificate for a tree will be provided to the PurchaserBedrock Homes will contact the land developer to help expedite this process 2, The new backsplash tile that was selected by the Purchaser ended up being $8/square foot more than their original tile selection, so there would be no creditThe tile supplier did not charge us or the Purchaser more for this new tile even though it was more expensive, which we felt was fair We hope that these are satisfactory responses/solutions for the home owner Thank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/04/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) - We have inquired about our tree with our sales manager Susan several times since the date we took the possession of our home, and the responses were always unclear if we would receive the tree despite it was clearly being stated in our purchase agreementAs we need to finish our landscaping before September, we need to know the date that the developer is going to install the tree as soon as possible, so we can plan out of our landscapingPlease provide us with an expected date and the contact information for a person at Bedrock that we can follow up with - As we requested in our initial claim, we would like to see a physical evidence of the price difference between the new and original titlesFor examples, the price quote from the supplier of these two tiles based on the square footage of our kitchen, or a copy of their products price list Final Business Response / [redacted] (4000, 13, 2016/05/09) */ Hello, After reviewing the information on the landscaping guidelines we don't see any reason why the tree would not be approvedWe are confident that the homeowner will not run into any issues with receiving landscaping approval based on this tree, but in the event any dispute does arise we will be here to assist Thank you [redacted] Vice President Bedrock Homes Final Consumer Response / [redacted] (2000, 15, 2016/05/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hello, Thank you for the response and the acknowledgement that you are confident the tree installed will pass the landscaping requirementsPlease have either the landscaping company or someone from Bedrock contact us to discuss the treeAs per your previous response about having a tree installed by the end of May, we will like to have the tree installed as soon as possible as we are looking at landscaping the front and backyard shortly Thank You
Good Morning, I spoke to Mr [redacted] on Friday with regards to his concerns and frustrations that he has filed in his email.The miscommunication about the delay being at the city of Edmonton was sincerely a miscommunication between our landscaping contractor and Shawna Our landscaper was waiting on a grading certificate from the Surveyor which is the first step before we get a grading approval from the cityShawna thought we were at the 2nd step based on her conversation with our landscaping contractor and relayed the inaccurate information to Mr [redacted] and we apologize for the error.We recognize his concerns about receiving healthy landscaping, so we will be monitoring his landscaping closely in the spring to ensure that his tree and shrubs do come back to life and are healthy.We are told by our landscaping contractor that installing sod at this time of year is not a concern If the weather does not allow sod to be laid then it will be postponed until next year Our landscaping contractor does provide a guarantee for the landscaping that is installed and we will fully enforce the guarantee in the spring of if required.We have addressed his concerns about the excess dirt and wood chips not being cleaned up and if it hasn't already been cleaned up it will be this week.I have personally spoken to Mr [redacted] last week and I sincerely hope that my responses to all his concerns have eased his concernsSincerely,
(The consumer indicated he/she DID NOT accept the response from the business.) As I mentioned before Bedrock attempted to resolve floor squeaks but living room and walking closet are still outstandingI was available the whole time their staff worked on the issues and I didn't sign off because these were never fixed Squeaks are not new and are the same spots that I had reported on scheduled maintenance request formBedrock was just not able to fix it Unfortunate thing to note here is that a brand new house that Bedrock built had squeaks all over the place and then Bedrock fixed it (as they claim) and then squeaks came back, precisely on the same spots that they fixed, clearly shows Bedrock's quality of work and their workmanship Regarding the fence damage please check with your warranty department and you will find that listed on scheduled service request form, what other kind of documentation you would require to report such issue
Bedrock management has reviewed the warranty file with [redacted] The information shows that the warranty work requested during the month warranty period was satisfactorily completed, in regards to a squeaking floor There are notes on the file that the homeowner contacted [redacted] after the warranty period to report more squeaks When the [redacted] technicians arrived to review the concerns the squeaks were either not replicable or audible, or they were in a location different from what was corrected at the month warranty visit The homeowner has been informed that these new squeaks no longer fall within [redacted] warranty guidelines, as they were reported after the month expiry Our decision on this matter has not changed and we are confident we have completed our obligation required by provincial warranty regulations [redacted] did consider doing a gratuitous repair for the homeowner, but as the homeowner has used a [redacted] /wet mop to clean the laminate flooring, which voids the warranty on the product, there was concern that pulling up any laminate flooring panels would result in replacement of all removed panels, and therefore a replacement of the entire floor as there would not be any matching replacement material available In an effort to help the homeowner come to a resolution with his home, [redacted] would be willing to facilitate the removal and replacement of the laminate floor in the home, passing only the costs charged by the laminate flooring contractor to the homeowner If there are squeaks found anywhere on the floor upon removal [redacted] will repair them at no charge, although they are not warrantable as explained above, in a gesture of good faith If the homeowner wishes to proceed with this option then we ask that he contact Chad K [redacted] or Cam F [redacted] to start the process of obtaining a quote from the laminate flooring contractor The cost of the laminate flooring replacement will have to be paid in full by the homeowner prior to any work starting Cam F [redacted] Vice President Bedrock Homes Limited
I apologize for the late responseI have reviewed the items of concern and this is Bedrock's response 1) It is my understanding that the windows have now been repairedIt was just a matter of getting the window supplier to fit this repair into their schedule, but we apologize for the time it did take to complete 2) The floor squeaks discovered during the warranty period have been determined to have been resolvedThe warranty team was out multiple times to diagnose and repair these squeaks, and were unable to obtain signoff because one of the homeowner's was not able to attend the appointmentIt has been decided that any squeaks that have developed now were not present or documented during the warranty period and/or they are within industry standards which are determined by provincial warranty regulationsThis has been clearly explained to the homeowner's 3) I have checked with our seasonal administrator, the warranty department, and the grading contractor, and nobody has anything on record in regards to any fencing damage that occurred during the grading processI am not saying that this wasn't brought to somebody's attention, but we simply can't find any record of itIf the homeowner's can provide some sort of written correspondence about this issue with anybody on the Bedrock side, or the [redacted] side, we would be happy to look into this matter further Cam F [redacted] Vice President Bedrock Homes
Initial Business Response / [redacted] (1000, 7, 2015/06/17) */ Contact Name and Title: [redacted] - GM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bedrockhomes.ca The promotion in question was strictly for the side yard fencing and full yard landscapingThere is confusion about other properties having the rear property line fenced because it was on the perimeter of the community and therefore the rear of all the Lots on that side had a rear fence constructed near the initial development of the communityAs this homeowner's property is built on an interior Lot it did not include the rear property line fencing with the community fencing plan designed by the developer Unfortunately it is true that the sales representative that sold this home is no longer with the company so we are unable to verify the claim that this was promised to the homeowner upon purchaseThere is no written documentation stating that it was included, and our policies state all changes or extras must be clearly written, which is why we declined the claim when it was first brought to us It appears that the homeowner made efforts to reduce the cost that was required to finish the fence at the rear property lineTherefore, Bedrock wishes to be fair, within reasonIt is still our view that the rear property line fence was not included with any sales that received the incentive, since any existing fencing was included already as part of the community designBedrock is willing to make an offer in an effort to settle with the homeowner, in lieu of any possible misrepresentation, in the form of cost sharing the fence 50/Therefore Bedrock would be willing to reimburse the homeowner $if this is an acceptedWe will follow up with the homeowner within the next few business days to finalize the details Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/06/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 7, 2015/09/22) */ Contact Name and Title: Dee T [redacted] - Sales Manager Contact Phone: [redacted] Contact Email: ***@bedrockhomes.ca Good afternoon, Our Purchaser was provided a legal fee schedule that outlines what is covered in the base legal fees and what expenses are not covered, which are the responsibility of the PurchaserOur Sales person gave the Purchaser the option of taking all documents related to the purchase of their home, including the legal fee schedule, home so that they can read through it prior to signing themThe Purchaser declined and wanted to proceed with signing of all documents that evening [redacted] In our opinion, we were very transparent about what is and is not covered in the base legal fees and the Purchaser was provided the opportunity to review each document prior to signing and she declined and proceeded under her own free will based on her personal agenda and timelines Thank you Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) As the purchaser, I do not feel the sales manager was transparentCan you please explain why I did not receive a copy of the documents after signing them (the day I placed the offer)? These documents should have been provided during the time the offer was under conditions but once the conditions were removed I got a copy of the legal scheduleIn my opinion, that does not define transparencySales manager intentionally withheld information when explaining the details of the legal costs [redacted] Thank you
Good morning, Thank you for bringing this matter to our attention We reviewed the items that were brought up and confirmed that this home had passed final inspection by the City of Edmonton and that a 2nd smoke detector is not required in this home.Please see the attached email from the City of Edmonton Building regulations department confirming that this home passed all inspectionsMaster Craftsman Warranty is currently working on scheduling an appointment to get the leak fixed for Kegan and Arden.We will continue to work with our home owners until this matter is resolvedSincerely,
Initial Business Response /* (1000, 10, 2015/07/16) */
Contact Name and Title: *** *** GM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bedrockhomes.ca
I have reviewed the concern and have no issue with how *** responded, as she was following the guidelines of the landscaping
warranty, which states that placing mulch around the base of the tree voids the warrantyTherefore, as the General Manager, I cannot reverse her decisionThe beginning of May is typically pretty early for trees to be budding, and although I can't verify or debate that the rest of the trees on the block were budding, *** The landscaping contractor believes that if the mulch was not added around the tree and if it was receiving sufficient water this Spring that the tree would have come back, and I can't verify or debate that either since it is a logical responseThey claim the tree was undamaged when it blew over and was re-planted so that would not contribute to the health of it, if it was being maintainedThe landscaping company is willing to replace the tree at their cost, which is $I feel this is a fair proposal based on the information I have shared aboveI will await word from the homeowner to see if this resolution is sufficient
Initial Consumer Rebuttal /* (3000, 12, 2015/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I do know this tree never came back, and was not a result from the mulch, I would be willing to compromise at a 50/split and pay $
Thank-you
*** ***
Final Business Response /* (4000, 14, 2015/08/04) */
In an effort to bring this matter to a close Bedrock will agree to cost share the replacement of the tree, that the landscaping contractor is providing at their costOnce Bedrock receives the $payment from the homeowner the work will be scheduled to be done
I am rejecting this response because a consumer should not be expected to incur any cost to fix deficiencies caused by the poor craftsman ship of the builderWe paid premium for our home and are asking that our floors are fixed right. Please be advised that all of the items submitted on the month warranty list have NOT been completed yetThere are outstanding items on that list stillwe have been very patient with bedrock and also working around their schedule. *** ** *** *** ** *** *** ** *** *** *** ** *** * *** ** *** *** *** the second is the squeaks in the flooringNONE of the squeaks have been fixed, not even the original ones submitted in a timely manner On the month warranty list. It is absolutely ridiculous to suggest that a *** wet mop would cause Squeaks in the subflooringPlease take into account that some of the squeaks are in the stairs that are carpeted and would have never came into contact with a *** wet mopFurthermore if large company such as bedrock installs floors that require special care, then they should have in place tutorials so they educate their consumers on how to properly take care of themIt is their responsibility to pass on this helpful information to their valuable customers . we are not confident that the floor was installed properlyWe paid for the floor once and now we are being asked to pay for it againThis is a ridiculous suggestion** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** ** *** ** *** We invite you Ken and you Chad to our home, we would love to show you that the problem is very Real** ** *** ** *** *** *** ** *** *** *** *** *** *** *** * *** ** *** *** ** ** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Initial Business Response /* (1000, 8, 2015/06/12) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bedrockhomes.ca
On behalf of Bedrock we sincerely apologize for how frustrating this process has been for the homeownerThere is no sufficient excuse
for it so I'm not going to waste time making any, since it's not going to help the situationWe completed a repair in the same model of home with the same issue in February/March so we are going to follow up with those homeowners to see how successful it wasProviding it was a successful solution we'd be looking to do the same for this homeowner, but even if it is not we will come up with another solution that we will be confident inThe homeowner will be contacted within the following week to set up an appointment
Initial Business Response /* (1000, 8, 2016/06/16) */
Contact Name and Title: Cam F*
Contact Phone: ***
Contact Email: ***
This matter was reviewed thoroughly with our team and the landscaping contractor earlier this Spring, prior to responding back to the
homeownerWe were provided the photo documentation from the landscaping contractor showing a healthy tree installed in the front yard in September It is likely that if there was correspondence between the homeowner and our construction administrator a year after, in 2015, that this same information would have been reviewed showing that the tree was in fact alive and healthy when it was planted, and the warranty claimed would have been deniedUnfortunately, the fact that there is no documentation we can find on the correspondence between the homeowner and Bedrock in 2015, that does not change the fact that the tree was perfectly fine at the time of install, and therefore this warranty claim is again being deniedIf the homeowner would like to see the photo documentation that is being referenced we would be happy to forward it on to them
Cam F*
Vice President
Bedrock Homes
Initial Consumer Rebuttal /* (3000, 10, 2016/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First and foremost, the tree was not planted in September but rather sometime in August and the photo in reference was taken or three weeks after it was plantedThe tree she'd it's leaves after the photo was taken and never made to the next spring of which l called to discuss the issue but was met with a voice-mail and no returned callsThe few times l spoke with someone it was someone from the warranty department who said they were understaffed but l could leave a message for the person in the relevant departmentL have pictures from last spring of a dead tree so lm not sure what the relevancy of that picture from weeks after the tree was planed would make*** *** *** *** *** *** *** *** *** ***
Unfortunately we have differing opinions on the squeaks, and we do feel the warranty team has been very accommodating in trying to satisfy the homeowner to the best of their ability, making multiple visits to fix whatever was of concernWe are standing firm with our assessment that the areas brought up within the warranty period were resolvedIn an effort to resolve this matter once and for all we would be happy to set up a meeting with myself, the Warranty Manager, the Warranty technician who oversaw the repairs, and the homeowners, to review the information on both sidesWe will request that the result of this meeting, regardless the outcome, be final and signed off on by all partiesWe will await confirmation from the homeowner if they wish to proceed with this meeting or not
In regards to the fencing, yes it was noted on the month warranty formThe warranty team does not handle grading issues so it would have been passed on to the construction departmentWe unfortunately cannot find any correspondence between the construction administrator at the time, and the homeownerThis week we sent a construction manager out to assess the damage on the fenceHe was able to find one area of concern, on the left side of the homeThe post is leaning away from the home, meaning that it was either not placed properly and has settled, or something bumped it over from inside the propertyWe reviewed the grading certificate and history on this home and this fence was not built at the time we obtained rough grade approval for the homeownerTherefore, this damage could not have been caused by our grading crew as the homeowner has suggestedIf there is another area of concern that perhaps we missed we would be happy to go out and look at it againI will also note that it appears the construction of the fence does not meet the architectural guideline for the neighbourhood, which is registered on title, so it is recommended the homeowners verify this and make any necessary adjustments to bring the fence to the approved design
Cam F*
Vice President
Bedrock Homes
***Hi, I have spoken to *** directly today and he has requested that we complete the installation of sod this year and we have have directed our landscaping contractor to do so.We anticipate that the remaining landscaping will be completed on or before the end of next week.Based on my phone conversation with *** today, this matter has been resolved and concluded once the remaining landscaping is completed next week and he is satisfied with this resolution.Bedrock Homes will check on the landscaping next spring to ensure that the sod, shrubs and tree are healthy and in good shape.Sincerely,
Complaint: ***
I am rejecting this response because: Nothing had been done since I filed my complaintIn fact my yard looks worse now since the contractors building the stairs for all the homes in our area used our passage way to get to the back yard making a huge mess in the mudIt is not ok to have almost no landscaping done all year then try to rush to get everything done at the very endWay I pay a company up front to complete my landscaping I expect it done in a timely manner not a year later.
Sincerely,
*** ***
Good Morning, I spoke to Mr. [redacted] on Friday with regards to his concerns and frustrations that he has filed in his email.The miscommunication about the delay being at the city of Edmonton was sincerely a miscommunication between our landscaping contractor and Shawna. Our landscaper...
was waiting on a grading certificate from the Surveyor which is the first step before we get a grading approval from the city. Shawna thought we were at the 2nd step based on her conversation with our landscaping contractor and relayed the inaccurate information to Mr. [redacted] and we apologize for the error.We recognize his concerns about receiving healthy landscaping, so we will be monitoring his landscaping closely in the spring to ensure that his tree and shrubs do come back to life and are healthy.We are told by our landscaping contractor that installing sod at this time of year is not a concern. If the weather does not allow sod to be laid then it will be postponed until next year. Our landscaping contractor does provide a guarantee for the landscaping that is installed and we will fully enforce the guarantee in the spring of 2017 if required.We have addressed his concerns about the excess dirt and wood chips not being cleaned up and if it hasn't already been cleaned up it will be this week.I have personally spoken to Mr. [redacted] last week and I sincerely hope that my responses to all his concerns have eased his concerns. Sincerely,
I apologize for the late response. I have reviewed the 3 items of concern and this is Bedrock's response.
1) It is my understanding that the windows have now been repaired. It was just a matter of getting the window supplier to fit this repair into their schedule, but we apologize for the time...
it did take to complete.
2) The floor squeaks discovered during the warranty period have been determined to have been resolved. The warranty team was out multiple times to diagnose and repair these squeaks, and were unable to obtain signoff because one of the homeowner's was not able to attend the appointment. It has been decided that any squeaks that have developed now were not present or documented during the warranty period and/or they are within industry standards which are determined by provincial warranty regulations. This has been clearly explained to the homeowner's.
3) I have checked with our seasonal administrator, the warranty department, and the grading contractor, and nobody has anything on record in regards to any fencing damage that occurred during the grading process. I am not saying that this wasn't brought to somebody's attention, but we simply can't find any record of it. If the homeowner's can provide some sort of written correspondence about this issue with anybody on the Bedrock side, or the [redacted] side, we would be happy to look into this matter further.
Cam F[redacted]
Vice President
Bedrock Homes
Complaint: 11767079
I am rejecting this response because: None of my topsoil was levelled or replaced as I was told it would be. There is mud all over the neighbourhood (sidewalks, road, driveways) from the topsoil they left sitting for months. Bedrocks contractors are now putting sod down on mud with water puddled on top of it. I tried walking on it and my foot sunk down leaving a footprint indented in the sod. On top of that the contractors used the new grass to clean the mud off their shoes leaving a large muddy spot on my new lawn. [redacted]
Sincerely,
[redacted]
Initial Business Response /* (1000, 8, 2015/09/17) */
Contact Name and Title: Cam F[redacted] - GM
Contact Phone: 780-[redacted]
Contact Email: [redacted]@bedrockhomes.ca
We regret that your experience post possession has not been up to your expectations. According to our files almost all of the...
deficiencies have been cleaned up to date. The remaining items are the landscaping concerns and an issue with a pot light in the soffit. If there are additional items I have not mentioned please be so kind so send them to us again, keeping in mind that warranty has expired so they would have had to have been sent to [redacted] prior to the 1 year anniversary. The landscaping contractor will be out within the next couple weeks weather dependent to inspect and repair the landscaping alongside the house where there is significant gapping. Although the pot light was submitted to [redacted] after warranty expired they have agreed to send out an electrician to take a look at it, which should be done shortly.
Thank you for your continued patience with the warranty process.
Initial Business Response /* (1000, 5, 2016/04/01) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Hello,
1,The home owners took possession of their home on September 25, 2015. The rough grade was passed on August 20, 2015....
The tree is being provided by the land developer which will happen once the weather permits this year. The alternative is that a gift certificate for a tree will be provided to the Purchaser. Bedrock Homes will contact the land developer to help expedite this process.
2, The new backsplash tile that was selected by the Purchaser ended up being $8/square foot more than their original tile selection, so there would be no credit. The tile supplier did not charge us or the Purchaser more for this new tile even though it was more expensive, which we felt was fair.
We hope that these are satisfactory responses/solutions for the home owner.
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2016/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1 - We have inquired about our tree with our sales manager Susan several times since the date we took the possession of our home, and the responses were always unclear if we would receive the tree despite it was clearly being stated in our purchase agreement. As we need to finish our landscaping before September, we need to know the date that the developer is going to install the tree as soon as possible, so we can plan out of our landscaping. Please provide us with an expected date and the contact information for a person at Bedrock that we can follow up with.
2 - As we requested in our initial claim, we would like to see a physical evidence of the price difference between the new and original titles. For examples, the price quote from the supplier of these two tiles based on the square footage of our kitchen, or a copy of their products price list.
Final Business Response /* (4000, 13, 2016/05/09) */
Hello,
After reviewing the information on the landscaping guidelines we don't see any reason why the tree would not be approved. We are confident that the homeowner will not run into any issues with receiving landscaping approval based on this tree, but in the event any dispute does arise we will be here to assist.
Thank you.
[redacted]
Vice President
Bedrock Homes
Final Consumer Response /* (2000, 15, 2016/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello,
Thank you for the response and the acknowledgement that you are confident the tree installed will pass the landscaping requirements. Please have either the landscaping company or someone from Bedrock contact us to discuss the tree. As per your previous response about having a tree installed by the end of May, we will like to have the tree installed as soon as possible as we are looking at landscaping the front and backyard shortly.
Thank You
Initial Business Response / [redacted] (1000, 5, 2016/04/01) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] Hello, 1,The home owners took possession of their home on September 25, The rough grade was passed on August 20, The tree is being provided by the land developer which will happen once the weather permits this yearThe alternative is that a gift certificate for a tree will be provided to the PurchaserBedrock Homes will contact the land developer to help expedite this process 2, The new backsplash tile that was selected by the Purchaser ended up being $8/square foot more than their original tile selection, so there would be no creditThe tile supplier did not charge us or the Purchaser more for this new tile even though it was more expensive, which we felt was fair We hope that these are satisfactory responses/solutions for the home owner Thank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/04/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) - We have inquired about our tree with our sales manager Susan several times since the date we took the possession of our home, and the responses were always unclear if we would receive the tree despite it was clearly being stated in our purchase agreementAs we need to finish our landscaping before September, we need to know the date that the developer is going to install the tree as soon as possible, so we can plan out of our landscapingPlease provide us with an expected date and the contact information for a person at Bedrock that we can follow up with - As we requested in our initial claim, we would like to see a physical evidence of the price difference between the new and original titlesFor examples, the price quote from the supplier of these two tiles based on the square footage of our kitchen, or a copy of their products price list Final Business Response / [redacted] (4000, 13, 2016/05/09) */ Hello, After reviewing the information on the landscaping guidelines we don't see any reason why the tree would not be approvedWe are confident that the homeowner will not run into any issues with receiving landscaping approval based on this tree, but in the event any dispute does arise we will be here to assist Thank you [redacted] Vice President Bedrock Homes Final Consumer Response / [redacted] (2000, 15, 2016/05/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hello, Thank you for the response and the acknowledgement that you are confident the tree installed will pass the landscaping requirementsPlease have either the landscaping company or someone from Bedrock contact us to discuss the treeAs per your previous response about having a tree installed by the end of May, we will like to have the tree installed as soon as possible as we are looking at landscaping the front and backyard shortly Thank You
Good Morning, I spoke to Mr [redacted] on Friday with regards to his concerns and frustrations that he has filed in his email.The miscommunication about the delay being at the city of Edmonton was sincerely a miscommunication between our landscaping contractor and Shawna Our landscaper was waiting on a grading certificate from the Surveyor which is the first step before we get a grading approval from the cityShawna thought we were at the 2nd step based on her conversation with our landscaping contractor and relayed the inaccurate information to Mr [redacted] and we apologize for the error.We recognize his concerns about receiving healthy landscaping, so we will be monitoring his landscaping closely in the spring to ensure that his tree and shrubs do come back to life and are healthy.We are told by our landscaping contractor that installing sod at this time of year is not a concern If the weather does not allow sod to be laid then it will be postponed until next year Our landscaping contractor does provide a guarantee for the landscaping that is installed and we will fully enforce the guarantee in the spring of if required.We have addressed his concerns about the excess dirt and wood chips not being cleaned up and if it hasn't already been cleaned up it will be this week.I have personally spoken to Mr [redacted] last week and I sincerely hope that my responses to all his concerns have eased his concernsSincerely,
(The consumer indicated he/she DID NOT accept the response from the business.) As I mentioned before Bedrock attempted to resolve floor squeaks but living room and walking closet are still outstandingI was available the whole time their staff worked on the issues and I didn't sign off because these were never fixed Squeaks are not new and are the same spots that I had reported on scheduled maintenance request formBedrock was just not able to fix it Unfortunate thing to note here is that a brand new house that Bedrock built had squeaks all over the place and then Bedrock fixed it (as they claim) and then squeaks came back, precisely on the same spots that they fixed, clearly shows Bedrock's quality of work and their workmanship Regarding the fence damage please check with your warranty department and you will find that listed on scheduled service request form, what other kind of documentation you would require to report such issue
Bedrock management has reviewed the warranty file with [redacted] The information shows that the warranty work requested during the month warranty period was satisfactorily completed, in regards to a squeaking floor There are notes on the file that the homeowner contacted [redacted] after the warranty period to report more squeaks When the [redacted] technicians arrived to review the concerns the squeaks were either not replicable or audible, or they were in a location different from what was corrected at the month warranty visit The homeowner has been informed that these new squeaks no longer fall within [redacted] warranty guidelines, as they were reported after the month expiry Our decision on this matter has not changed and we are confident we have completed our obligation required by provincial warranty regulations [redacted] did consider doing a gratuitous repair for the homeowner, but as the homeowner has used a [redacted] /wet mop to clean the laminate flooring, which voids the warranty on the product, there was concern that pulling up any laminate flooring panels would result in replacement of all removed panels, and therefore a replacement of the entire floor as there would not be any matching replacement material available In an effort to help the homeowner come to a resolution with his home, [redacted] would be willing to facilitate the removal and replacement of the laminate floor in the home, passing only the costs charged by the laminate flooring contractor to the homeowner If there are squeaks found anywhere on the floor upon removal [redacted] will repair them at no charge, although they are not warrantable as explained above, in a gesture of good faith If the homeowner wishes to proceed with this option then we ask that he contact Chad K [redacted] or Cam F [redacted] to start the process of obtaining a quote from the laminate flooring contractor The cost of the laminate flooring replacement will have to be paid in full by the homeowner prior to any work starting Cam F [redacted] Vice President Bedrock Homes Limited
I apologize for the late responseI have reviewed the items of concern and this is Bedrock's response 1) It is my understanding that the windows have now been repairedIt was just a matter of getting the window supplier to fit this repair into their schedule, but we apologize for the time it did take to complete 2) The floor squeaks discovered during the warranty period have been determined to have been resolvedThe warranty team was out multiple times to diagnose and repair these squeaks, and were unable to obtain signoff because one of the homeowner's was not able to attend the appointmentIt has been decided that any squeaks that have developed now were not present or documented during the warranty period and/or they are within industry standards which are determined by provincial warranty regulationsThis has been clearly explained to the homeowner's 3) I have checked with our seasonal administrator, the warranty department, and the grading contractor, and nobody has anything on record in regards to any fencing damage that occurred during the grading processI am not saying that this wasn't brought to somebody's attention, but we simply can't find any record of itIf the homeowner's can provide some sort of written correspondence about this issue with anybody on the Bedrock side, or the [redacted] side, we would be happy to look into this matter further Cam F [redacted] Vice President Bedrock Homes
Initial Business Response / [redacted] (1000, 7, 2015/06/17) */ Contact Name and Title: [redacted] - GM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bedrockhomes.ca The promotion in question was strictly for the side yard fencing and full yard landscapingThere is confusion about other properties having the rear property line fenced because it was on the perimeter of the community and therefore the rear of all the Lots on that side had a rear fence constructed near the initial development of the communityAs this homeowner's property is built on an interior Lot it did not include the rear property line fencing with the community fencing plan designed by the developer Unfortunately it is true that the sales representative that sold this home is no longer with the company so we are unable to verify the claim that this was promised to the homeowner upon purchaseThere is no written documentation stating that it was included, and our policies state all changes or extras must be clearly written, which is why we declined the claim when it was first brought to us It appears that the homeowner made efforts to reduce the cost that was required to finish the fence at the rear property lineTherefore, Bedrock wishes to be fair, within reasonIt is still our view that the rear property line fence was not included with any sales that received the incentive, since any existing fencing was included already as part of the community designBedrock is willing to make an offer in an effort to settle with the homeowner, in lieu of any possible misrepresentation, in the form of cost sharing the fence 50/Therefore Bedrock would be willing to reimburse the homeowner $if this is an acceptedWe will follow up with the homeowner within the next few business days to finalize the details Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/06/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 7, 2015/09/22) */ Contact Name and Title: Dee T [redacted] - Sales Manager Contact Phone: [redacted] Contact Email: ***@bedrockhomes.ca Good afternoon, Our Purchaser was provided a legal fee schedule that outlines what is covered in the base legal fees and what expenses are not covered, which are the responsibility of the PurchaserOur Sales person gave the Purchaser the option of taking all documents related to the purchase of their home, including the legal fee schedule, home so that they can read through it prior to signing themThe Purchaser declined and wanted to proceed with signing of all documents that evening [redacted] In our opinion, we were very transparent about what is and is not covered in the base legal fees and the Purchaser was provided the opportunity to review each document prior to signing and she declined and proceeded under her own free will based on her personal agenda and timelines Thank you Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) As the purchaser, I do not feel the sales manager was transparentCan you please explain why I did not receive a copy of the documents after signing them (the day I placed the offer)? These documents should have been provided during the time the offer was under conditions but once the conditions were removed I got a copy of the legal scheduleIn my opinion, that does not define transparencySales manager intentionally withheld information when explaining the details of the legal costs [redacted] Thank you
Good morning, Thank you for bringing this matter to our attention We reviewed the items that were brought up and confirmed that this home had passed final inspection by the City of Edmonton and that a 2nd smoke detector is not required in this home.Please see the attached email from the City of Edmonton Building regulations department confirming that this home passed all inspectionsMaster Craftsman Warranty is currently working on scheduling an appointment to get the leak fixed for Kegan and Arden.We will continue to work with our home owners until this matter is resolvedSincerely,
Initial Business Response /* (1000, 10, 2015/07/16) */
Contact Name and Title: *** *** GM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bedrockhomes.ca
I have reviewed the concern and have no issue with how *** responded, as she was following the guidelines of the landscaping
warranty, which states that placing mulch around the base of the tree voids the warrantyTherefore, as the General Manager, I cannot reverse her decisionThe beginning of May is typically pretty early for trees to be budding, and although I can't verify or debate that the rest of the trees on the block were budding, *** The landscaping contractor believes that if the mulch was not added around the tree and if it was receiving sufficient water this Spring that the tree would have come back, and I can't verify or debate that either since it is a logical responseThey claim the tree was undamaged when it blew over and was re-planted so that would not contribute to the health of it, if it was being maintainedThe landscaping company is willing to replace the tree at their cost, which is $I feel this is a fair proposal based on the information I have shared aboveI will await word from the homeowner to see if this resolution is sufficient
Initial Consumer Rebuttal /* (3000, 12, 2015/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I do know this tree never came back, and was not a result from the mulch, I would be willing to compromise at a 50/split and pay $
Thank-you
*** ***
Final Business Response /* (4000, 14, 2015/08/04) */
In an effort to bring this matter to a close Bedrock will agree to cost share the replacement of the tree, that the landscaping contractor is providing at their costOnce Bedrock receives the $payment from the homeowner the work will be scheduled to be done
I am rejecting this response because a consumer should not be expected to incur any cost to fix deficiencies caused by the poor craftsman ship of the builderWe paid premium for our home and are asking that our floors are fixed right. Please be advised that all of the items submitted on the month warranty list have NOT been completed yetThere are outstanding items on that list stillwe have been very patient with bedrock and also working around their schedule. *** ** *** *** ** *** *** ** *** *** *** ** *** * *** ** *** *** *** the second is the squeaks in the flooringNONE of the squeaks have been fixed, not even the original ones submitted in a timely manner On the month warranty list. It is absolutely ridiculous to suggest that a *** wet mop would cause Squeaks in the subflooringPlease take into account that some of the squeaks are in the stairs that are carpeted and would have never came into contact with a *** wet mopFurthermore if large company such as bedrock installs floors that require special care, then they should have in place tutorials so they educate their consumers on how to properly take care of themIt is their responsibility to pass on this helpful information to their valuable customers . we are not confident that the floor was installed properlyWe paid for the floor once and now we are being asked to pay for it againThis is a ridiculous suggestion** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** ** *** ** *** We invite you Ken and you Chad to our home, we would love to show you that the problem is very Real** ** *** ** *** *** *** ** *** *** *** *** *** *** *** * *** ** *** *** ** ** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Initial Business Response /* (1000, 8, 2015/06/12) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bedrockhomes.ca
On behalf of Bedrock we sincerely apologize for how frustrating this process has been for the homeownerThere is no sufficient excuse
for it so I'm not going to waste time making any, since it's not going to help the situationWe completed a repair in the same model of home with the same issue in February/March so we are going to follow up with those homeowners to see how successful it wasProviding it was a successful solution we'd be looking to do the same for this homeowner, but even if it is not we will come up with another solution that we will be confident inThe homeowner will be contacted within the following week to set up an appointment
Initial Business Response /* (1000, 8, 2016/06/16) */
*
*
Contact Name and Title: Cam F
Contact Phone: ***
Contact Email: ***
This matter was reviewed thoroughly with our team and the landscaping contractor earlier this Spring, prior to responding back to the
homeownerWe were provided the photo documentation from the landscaping contractor showing a healthy tree installed in the front yard in September It is likely that if there was correspondence between the homeowner and our construction administrator a year after, in 2015, that this same information would have been reviewed showing that the tree was in fact alive and healthy when it was planted, and the warranty claimed would have been deniedUnfortunately, the fact that there is no documentation we can find on the correspondence between the homeowner and Bedrock in 2015, that does not change the fact that the tree was perfectly fine at the time of install, and therefore this warranty claim is again being deniedIf the homeowner would like to see the photo documentation that is being referenced we would be happy to forward it on to them
Cam F
Vice President
Bedrock Homes
Initial Consumer Rebuttal /* (3000, 10, 2016/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First and foremost, the tree was not planted in September but rather sometime in August and the photo in reference was taken or three weeks after it was plantedThe tree she'd it's leaves after the photo was taken and never made to the next spring of which l called to discuss the issue but was met with a voice-mail and no returned callsThe few times l spoke with someone it was someone from the warranty department who said they were understaffed but l could leave a message for the person in the relevant departmentL have pictures from last spring of a dead tree so lm not sure what the relevancy of that picture from weeks after the tree was planed would make*** *** *** *** *** *** *** *** *** ***
Unfortunately we have differing opinions on the squeaks, and we do feel the warranty team has been very accommodating in trying to satisfy the homeowner to the best of their ability, making multiple visits to fix whatever was of concernWe are standing firm with our assessment that the areas brought up within the warranty period were resolvedIn an effort to resolve this matter once and for all we would be happy to set up a meeting with myself, the Warranty Manager, the Warranty technician who oversaw the repairs, and the homeowners, to review the information on both sidesWe will request that the result of this meeting, regardless the outcome, be final and signed off on by all partiesWe will await confirmation from the homeowner if they wish to proceed with this meeting or not
*
In regards to the fencing, yes it was noted on the month warranty formThe warranty team does not handle grading issues so it would have been passed on to the construction departmentWe unfortunately cannot find any correspondence between the construction administrator at the time, and the homeownerThis week we sent a construction manager out to assess the damage on the fenceHe was able to find one area of concern, on the left side of the homeThe post is leaning away from the home, meaning that it was either not placed properly and has settled, or something bumped it over from inside the propertyWe reviewed the grading certificate and history on this home and this fence was not built at the time we obtained rough grade approval for the homeownerTherefore, this damage could not have been caused by our grading crew as the homeowner has suggestedIf there is another area of concern that perhaps we missed we would be happy to go out and look at it againI will also note that it appears the construction of the fence does not meet the architectural guideline for the neighbourhood, which is registered on title, so it is recommended the homeowners verify this and make any necessary adjustments to bring the fence to the approved design
Cam F
Vice President
Bedrock Homes
***Hi, I have spoken to *** directly today and he has requested that we complete the installation of sod this year and we have have directed our landscaping contractor to do so.We anticipate that the remaining landscaping will be completed on or before the end of next week.Based on my phone conversation with *** today, this matter has been resolved and concluded once the remaining landscaping is completed next week and he is satisfied with this resolution.Bedrock Homes will check on the landscaping next spring to ensure that the sod, shrubs and tree are healthy and in good shape.Sincerely,
Complaint: ***
I am rejecting this response because: Nothing had been done since I filed my complaintIn fact my yard looks worse now since the contractors building the stairs for all the homes in our area used our passage way to get to the back yard making a huge mess in the mudIt is not ok to have almost no landscaping done all year then try to rush to get everything done at the very endWay I pay a company up front to complete my landscaping I expect it done in a timely manner not a year later.
Sincerely,
*** ***
Good Morning, I spoke to Mr. [redacted] on Friday with regards to his concerns and frustrations that he has filed in his email.The miscommunication about the delay being at the city of Edmonton was sincerely a miscommunication between our landscaping contractor and Shawna. Our landscaper...
was waiting on a grading certificate from the Surveyor which is the first step before we get a grading approval from the city. Shawna thought we were at the 2nd step based on her conversation with our landscaping contractor and relayed the inaccurate information to Mr. [redacted] and we apologize for the error.We recognize his concerns about receiving healthy landscaping, so we will be monitoring his landscaping closely in the spring to ensure that his tree and shrubs do come back to life and are healthy.We are told by our landscaping contractor that installing sod at this time of year is not a concern. If the weather does not allow sod to be laid then it will be postponed until next year. Our landscaping contractor does provide a guarantee for the landscaping that is installed and we will fully enforce the guarantee in the spring of 2017 if required.We have addressed his concerns about the excess dirt and wood chips not being cleaned up and if it hasn't already been cleaned up it will be this week.I have personally spoken to Mr. [redacted] last week and I sincerely hope that my responses to all his concerns have eased his concerns. Sincerely,
I apologize for the late response. I have reviewed the 3 items of concern and this is Bedrock's response.
1) It is my understanding that the windows have now been repaired. It was just a matter of getting the window supplier to fit this repair into their schedule, but we apologize for the time...
it did take to complete.
2) The floor squeaks discovered during the warranty period have been determined to have been resolved. The warranty team was out multiple times to diagnose and repair these squeaks, and were unable to obtain signoff because one of the homeowner's was not able to attend the appointment. It has been decided that any squeaks that have developed now were not present or documented during the warranty period and/or they are within industry standards which are determined by provincial warranty regulations. This has been clearly explained to the homeowner's.
3) I have checked with our seasonal administrator, the warranty department, and the grading contractor, and nobody has anything on record in regards to any fencing damage that occurred during the grading process. I am not saying that this wasn't brought to somebody's attention, but we simply can't find any record of it. If the homeowner's can provide some sort of written correspondence about this issue with anybody on the Bedrock side, or the [redacted] side, we would be happy to look into this matter further.
Cam F[redacted]
Vice President
Bedrock Homes
Complaint: 11767079
I am rejecting this response because: None of my topsoil was levelled or replaced as I was told it would be. There is mud all over the neighbourhood (sidewalks, road, driveways) from the topsoil they left sitting for months. Bedrocks contractors are now putting sod down on mud with water puddled on top of it. I tried walking on it and my foot sunk down leaving a footprint indented in the sod. On top of that the contractors used the new grass to clean the mud off their shoes leaving a large muddy spot on my new lawn. [redacted]
Sincerely,
[redacted]
Initial Business Response /* (1000, 8, 2015/09/17) */
Contact Name and Title: Cam F[redacted] - GM
Contact Phone: 780-[redacted]
Contact Email: [redacted]@bedrockhomes.ca
We regret that your experience post possession has not been up to your expectations. According to our files almost all of the...
deficiencies have been cleaned up to date. The remaining items are the landscaping concerns and an issue with a pot light in the soffit. If there are additional items I have not mentioned please be so kind so send them to us again, keeping in mind that warranty has expired so they would have had to have been sent to [redacted] prior to the 1 year anniversary. The landscaping contractor will be out within the next couple weeks weather dependent to inspect and repair the landscaping alongside the house where there is significant gapping. Although the pot light was submitted to [redacted] after warranty expired they have agreed to send out an electrician to take a look at it, which should be done shortly.
Thank you for your continued patience with the warranty process.
Initial Business Response /* (1000, 5, 2016/04/01) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Hello,
1,The home owners took possession of their home on September 25, 2015. The rough grade was passed on August 20, 2015....
The tree is being provided by the land developer which will happen once the weather permits this year. The alternative is that a gift certificate for a tree will be provided to the Purchaser. Bedrock Homes will contact the land developer to help expedite this process.
2, The new backsplash tile that was selected by the Purchaser ended up being $8/square foot more than their original tile selection, so there would be no credit. The tile supplier did not charge us or the Purchaser more for this new tile even though it was more expensive, which we felt was fair.
We hope that these are satisfactory responses/solutions for the home owner.
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2016/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1 - We have inquired about our tree with our sales manager Susan several times since the date we took the possession of our home, and the responses were always unclear if we would receive the tree despite it was clearly being stated in our purchase agreement. As we need to finish our landscaping before September, we need to know the date that the developer is going to install the tree as soon as possible, so we can plan out of our landscaping. Please provide us with an expected date and the contact information for a person at Bedrock that we can follow up with.
2 - As we requested in our initial claim, we would like to see a physical evidence of the price difference between the new and original titles. For examples, the price quote from the supplier of these two tiles based on the square footage of our kitchen, or a copy of their products price list.
Final Business Response /* (4000, 13, 2016/05/09) */
Hello,
After reviewing the information on the landscaping guidelines we don't see any reason why the tree would not be approved. We are confident that the homeowner will not run into any issues with receiving landscaping approval based on this tree, but in the event any dispute does arise we will be here to assist.
Thank you.
[redacted]
Vice President
Bedrock Homes
Final Consumer Response /* (2000, 15, 2016/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello,
Thank you for the response and the acknowledgement that you are confident the tree installed will pass the landscaping requirements. Please have either the landscaping company or someone from Bedrock contact us to discuss the tree. As per your previous response about having a tree installed by the end of May, we will like to have the tree installed as soon as possible as we are looking at landscaping the front and backyard shortly.
Thank You