(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 outstanding. I 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 form. Bedrock 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.
Initial Business Response /* (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 landscaping. There 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 community. As 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 purchase. There 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 line. Therefore, Bedrock wishes to be fair, within reason. It 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 design. Bedrock 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 50/50. Therefore Bedrock would be willing to reimburse the homeowner $991.94 if this is an accepted. We will follow up with the homeowner within the next few business days to finalize the details.
Initial Consumer Rebuttal /* (2000, 9, 2015/06/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 7, 2015/09/22) */
Contact Name and Title: Dee T[redacted] - Sales Manager
Contact Phone: 780[redacted]
Contact Email: [redacted]@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 Purchaser. Our 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 them. The 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 /* (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 transparent. Can 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 schedule. In my opinion, that does not define transparency. Sales manager intentionally withheld information when explaining the details of the legal costs. [redacted]
Thank you.
Bedrock management has reviewed the warranty file with [redacted]. The information shows that the warranty work requested during the 12 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 12 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 12 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
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 inspections. Master 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 resolved. Sincerely,
(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 outstanding. I 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 form. Bedrock 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.
Initial Business Response /* (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 landscaping. There 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 community. As 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 purchase. There 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 line. Therefore, Bedrock wishes to be fair, within reason. It 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 design. Bedrock 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 50/50. Therefore Bedrock would be willing to reimburse the homeowner $991.94 if this is an accepted. We will follow up with the homeowner within the next few business days to finalize the details.
Initial Consumer Rebuttal /* (2000, 9, 2015/06/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 7, 2015/09/22) */
Contact Name and Title: Dee T[redacted] - Sales Manager
Contact Phone: 780[redacted]
Contact Email: [redacted]@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 Purchaser. Our 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 them. The 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 /* (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 transparent. Can 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 schedule. In my opinion, that does not define transparency. Sales manager intentionally withheld information when explaining the details of the legal costs. [redacted]
Thank you.
Bedrock management has reviewed the warranty file with [redacted]. The information shows that the warranty work requested during the 12 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 12 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 12 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
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 inspections. Master 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 resolved. Sincerely,