Galaxie Enterprise Holdings LLC

The response oversimplified the issuesThe work began October and still has issuesWe have sent followup email to Galaxie asking what work will be doneWe have asked to discuss a reduction in price due to problems and time lost from work, etc alThis will be the 3rd time now someone has looked at problems with leaks and bathSink not draining and stopper not worker was brought to Galaxie attention beforeThe issue of water leak us major due to location over furnace and water heater in basement? We have been very patient with the company since Oct ? The work they performed doesn't match what they advertise including an inaccurate Revdex.com rating of A+ when it is B

Galaxie has contacted and come to a resolution with the consumer on all concerns discussed in the complaint.?

Galaxie is still working to complete the open items for the consumerGalaxie has never pretended to be the consumer in any phone conversationWe have been in contact with the door company as we are the ones paying for the repair of the doorWe have called the door company on multiple occasions, and we always say who we are - it has always been Alex (one of the contractors) or Roxanne (a Galaxie employee), never have we pretended to be Mr [redacted] Galaxie is continuing to complete all open items, but each time as we continue to do that the consumer sends through a new list, so we will continue to work to complete any open items of concern to make sure the consumer is satisfied.? ?

We have received and addressed the consumers complaintGalaxie has maintained contact with Mr [redacted] throughout the entire process, I have spoken to him on many occasionsThe consumer sent a final punch list last week and we are working on completing all remaining small items for the project to be complete as a wholeGalaxie will be following up with the consumer again to make sure that all of the work has been complete to his satisfaction once the list is done

[redacted] Balance Due: $Final offer made - $for the work that was not completed after she refused to let us back in the house (so she could hire elsewhere to finish), and an additional $for frustrationLeaving the balance at $7,

Once the installation began there was a design error based off multiple quotes for the same kitchenThis was at fault of Galaxie, the cabinets were re-ordered at no additional charge to the customerThis did cause delay in the installation waiting for new cabinetryThere were a lot of change orders with additional work that the customer selected which also played a part in the time frame of completionThere were scheduling issues with the crew assigned to the job, Mrs [redacted] was offered a separate crew to return to complete the installation so there were no further delaysThe consumer declined that offer and only wanted the crew that was originally out to complete the workWe have taken care of the outlying issues with the installation with the exception of one wall cabinet that is on orderWe do sincerely apologize to the consumer for the delay in the project completionGalaxie will follow up with the consumer in regards to the compensation request.?

Galaxie has contacted and come to a resolution with the consumer on all concerns discussed in the complaint

Galaxie contacted the consumer the day we? received? the complaint informationOriginally? after? installation was complete the consumer made a mention of the grout discolorationThe pictures were reviewed and at that time it was determined that there was not an installation or material issue, the grout discoloration that was happening was normalWe sent our construction manager to the home on 7/8/and he cleaned up and stained all grout in the tub area to make a solid color throughout the area at the customers requestThe consumer was satisfied with the repairWe have left a few messages and sent an email to the consumer verifying that all concerns were addressed

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

The consumer contacted Galaxie on 11/27/2015 that there was a leak in the bathroom and a few other issues. Galaxie had a foreman out there the same day to take a look at the issues. He did not have all necessary tools to complete and a part needed to be ordered for the repair. Galaxie has offered... multiple day options to return to fix the problem (there is a defective spigot and stoppers missing on the shower door) to Mr. [redacted] on a phone call on 12/1/2015. Due to the holiday, it took a few days for the part to get in, which I let him know was able to be picked up on 12/1 in the afternoon, and we could return to repair as early as the morning on 12/2/2015 the following day. I have attached the most recent e-mail correspondence between Galaxie and the Consumer. We do need to follow the standard warranty process, and business practice guidelines in rectifying the problem. We are doing our part in that, Mrs. [redacted] has now stated she does not request us back for the repair tomorrow (12/5/15) to complete. I have copied and pasted the e-mail correspondence from this morning. We would like to rectify the issue for the consumer as quickly as possible, in order to do that the consumer would need to let us complete the service request appointment. "Mrs. ***,I spoke to your husband on Tuesday, and offered to return to the home first thing Wednesday morning to fix the issues. At his request we were not returning to the home until Saturday. I also offered for you guys to call in any time prior to Saturday to move the appointment sooner, that did not happen which means the appointment was left for Saturday morning. We do follow all practice guidelines for the BBB, the Attorney General and the Chicago Dept. of Consumer Services. The e-mail we received from you that there was a leak and issue with the installation was on November 27th, we returned to the house that same day with a foreman to look at the issues (and at your request not your original installer). Without knowing exactly what the problem is – we do need to send a foreman out to determine the solution. It was explained to your husband during his visit that he would need to return because he did not have all necessary tools to complete the repair, and we also needed to order additional parts since the spigot that was installed was defective (there was not a way for the guys to know until a leak occurred). We offered to be back at the home immediately on Wednesday after the phone call, and that was denied. During my conversation with your husband a reduction of price was never discussed. There will not be a reduction of cost on the account, Galaxie is doing exactly as they should to rectify the issue in a timely manner, just as it states we should be doing from all of the above sources you have contacted. The proper guidelines are for us to return and fix the issue, if you prevent us from doing that by cancelling the service appointment and not giving us the opportunity to fix the problem we will not pay for another service to come out and complete a repair. Please let me know how you would like to proceed, the same response will be the posted to the BBB complaint that was received. Thank you, Danielle [redacted] Director of OperationsGalaxie Home | Exteriors, Kitchens, BathsO: 708-397-4517 From: Leticia [redacted] Sent: Friday, December 04, 2015 9:24 AMTo: Danielle [redacted] <d [redacted] @galaxiehome.com>Subject: Fw: Additional issues with remodeling/sink leaking/resolution - unresolved referred to BBB, Illinois Attorney General and Chicago Dept. of Consumer ServicesFrom: Donna [redacted] <donna [redacted] @gmail.com>Sent: Friday, December 4, 2015 9:21 AMTo: Leticia [redacted] Cc: Roxanne Vedral; Kenneth ***Subject: Re: Additional issues with remodeling/sink leaking/resolution - unresolved referred to BBB, Illinois Attorney General and Chicago Dept. of Consumer Services At this time, due to Galaxie's inability to cure the issues with the bathroom remodeling and major issues with the entire construction of the bathroom, Kenneth [redacted] and I have referred the matter to BBB, Illinois Attorney General and Chicago Department of Consumer Services. The bathroom is still not functional for a contract signed on October 12, 2015. We have requested since Monday to discuss reduction of cost and have not received any call or email regarding this. Additional correspondence will be forthcoming on this matter and we do not wish for Tony to come to the home on tomorrow morning as we do not believe Galaxy has the competence to repair the major issues they have created for us. The last time someone was in our home was on November 28, 2015 and did not come with adequate tools and spent most of his time on his cell phone.It is unfortunate that this simple transaction has caused us to resort to this direction.Donna L. ***, Esq. Kenneth B. ***"

Once the installation began there was a design error based off multiple quotes for the same kitchenThis was at fault of Galaxie, the cabinets were re-ordered at no additional charge to the customerThis did cause delay in the installation waiting for new cabinetryThere were a lot of change orders with additional work that the customer selected which also played a part in the time frame of completionThere were scheduling issues with the crew assigned to the job, Mrs [redacted] was offered a separate crew to return to complete the installation so there were no further delaysThe consumer declined that offer and only wanted the crew that was originally out to complete the workWe have taken care of the outlying issues with the installation with the exception of one wall cabinet that is on orderWe do sincerely apologize to the consumer for the delay in the project completionGalaxie will follow up with the consumer in regards to the compensation request

There was a lien placed on the home on 12/30/2016, this is still an open legal matter

Initial Business Response / [redacted] (1000, 6, 2015/08/27) */ Contact Name and Title: D [redacted] Dir of Ops Contact Phone: [redacted] Contact Email: [redacted] @galaxiehome.com Galaxie entered a contract with Candy [redacted] in May of The project did not start until May of 2015, this was due to products not being selected by Ms***, or having to select new products that had been discontinued since there was delay by the customer approving final selectionsPertaining to the specific issues in the complaint, the executed contract is specific as to the scope of work and what was included in the sales price however In order to keep a happy customer Galaxie provided numerous services that were not included in the original contract price such as installing an extra toilet in the basement, installing additional recessed cans, replacing the bathroom door, painting the window/door trim and replacing the shelving in the hallway closet all completed at no additional chargeIn regards to the construction dust, Galaxie does take responsibility that the installers did not place a tarp at the door entrance and dust entered into the hallway outside of the bathroom, to rectify that situation on August 1st Galaxie sent out a cleaning company in which they cleaned the entire home - including the garage and basement floorThe shower door that was selected by Ms [redacted] originally had been discontinued as a result in the delay on starting the project as a result of Ms***, we did explain this and received verbal approval from her that we would instead install an upgraded custom door with the same chrome finish - a semi frameless doorShe was aware and did agree to this prior to the measuring taking place for the door, After the installation Ms [redacted] let us know that she did not like the shower door that was installed, at that point Ms [redacted] and Galaxie discussed numerous options on how to move forwardOriginally, Dan (Field Superintendent) went to Ms***'s home and discussed that we would send the cleaning crew and she would receive a $discount to keep the current door in which she agreed, at that time she was to sign the completed finance paperwork and COCAfter Galaxie sent the cleaning crew she still refused to sign the appropriate paperwork for paymentWe then offered $1,off the contract - we had received a quote for the shower door she wants installed now for $She agreed at that time and was scheduled to come into the office to sign the appropriate paperworkWhen Ms [redacted] arrived she refused again to sign the paperwork and was not happy that a $1,check wasn't going to be cut and given to her at that timeAs of today 8/26/2015, Galaxie has still not received payment for the work performedThe job has been substantially complete for almost two months, we had the original deposit of $1,and there is still an open balance on the account of $11,- this balance does reflect the $1,discount Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/09/15) */ I am not satisfied with Galaxie's resolution, Galaxie refuses to replace the shower door with a frame less door that I selectedI have read Galaxie's response and it is full of half truthsFirst of all, I selected all my products for my bathroom remodel by November 8, Using their in-house application Builder TrendAccording to Galaxie everything must be approved through builderTrend, NO Verbal Agreements would be accepted THE PROJECT WOULD BEGIN APPROXIMATELY IN SIX WEEKS TO GET ON THE SCHEDULE Once I had approved all my productsI did not hear from Galaxie, in fact I had to call Danielle and complain about when they were going to start the project Per the contract, recessed lighting was supposed to be installed in the shower stall, but the contractor built the shower with out it and shelving in the linen closetThere was never additional recessed lighting installed and the installation of the toilet, bathroom door and painting was Danielle's way of rectifying all the promises that were not kept via the contract Galaxie sent one lady to clean the construction dust, she didn't do a good job so I had call a cleaning crew out myselfIt took three people to clean the construction dust from my entire home including the basement and garage I never delayed the projectGalaxie told me that the person who sold the contract left the company and I feel I got lost in the shuffleSecondly, the Project Managers were the worst, they DO NOT return phone callsI had two different Project Managers during my time with the company and they were horrendousI never agreed to the installation of a Semi-Frame less door, as a matter of fact, I was not at home when the door was installed, I depended on the Project Manager Jennifer [redacted] to have the vendors install the correct doorIn fact, I rejected the door that was installedI was not told the door I selected was discontinued until I complained about the door they installedI was told by Dan that Jennifer, the Project Manager chose that doorI had instructed the vendor to speak with the Project Manager Jennifer so she could show him the door I selected in Builder Trend Dan did come to my home and he told me that the vendor they used discontinued frame less doors, but that was not true as I found many different styles of frame less doors on the vendor's websiteGalaxie refused to put in the shower door I selected and then they started threatening me to put a lien on my property Even though I was not satisfied, I felt threatened and pressured to sign papers to have [redacted] release the moneyOn 8-3-15, Danielle called and threatened that if I did not come in and sign the release by 12:pm, Galaxie Attorneys would file a lien on my propertyOn 8-4-15, I did sign to have the money released under great duress, but I refused to sign an agreement stating that I will not contact Revdex.com or go on social media and speak negatively about my experiences with Galaxie [redacted] is doing their own investigation on Galaxie's business practices in this matter and I suspect that is why Galaxie has not been paid Final Consumer Response / [redacted] (4200, 17, 2015/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) No I do not accept this because Galaxie still refuses to replace the semi-frame less door they installed WITHOUT my consentThey refuse to install the frame less door that I choseI am appalled that Galaxie would accuse me of lying when they, themselves are telling half-truths Galaxie never offered to give me cash money to replace the shower door myselfWhat they did offer was a $discount off of the existing total, but they would not pay to repair the damage to the shower wallThat is provided I signed a legal document stating that I would not file a lawsuit or go to Revdex.com or social media and speak negatively about themI refused to sign it because as I told them I had already filed claims with Revdex.com, Attorney General Office and Social Media (YELP)Galaxie asked me to withdraw the complaint that I had filed with Revdex.com, I refused Galaxie sent a single lady to clean my house of the construction dustI had to hire a professional cleaning company to clean my home of all the construction dust from top to bottom To make up for all the mistakes and inconveniences, Galaxie offered to paint my bathroom window, paint my bathroom door and install the old toilet in the basement because they had made so many mistakes prior to installing the shower door They mistakenly put tile on the wall over the tub and it had to be ripped outThe project stalled for a week because they put the tile for the shower wall on the wall over the tub and they had to reorder it They failed to install the recessed lighting in the shower per the contractGalaxie refused for two weeks to build the linen closet, I had to go into their office with my contract on 6-4-before they would agree to build it The contractors were cleaning their tools and paint brushes in my new Kitchen and bathroom sinks In July 2015, Galaxie began threatening to put a lien on my property if I did not sign a document for [redacted] to release the fundsSo under duress on 8-4-15, I signed the release for them to get paid, even though I was not satisfiedGalaxie asked me to notify [redacted] to release the funds, which I did [redacted] asked me if I was satisfied with the project, was it done to my specification and was I happy with how I had been treatedI told [redacted] the same truth that I have told to Revdex.com, Attorney General and YelpI informed [redacted] that I had signed a release because I was being threatened with a lien on my property [redacted] said that they would be conducting an internal investigation because they do not expect businesses in the Home Projects Program to operate in that mannerThey said that they would notify Galaxie and I should wait to hear from themI did not tell them not to release the funds that was their choosing On 8-21-15, Galaxie put a $12,lien on my homeEven though they know I signed a release On 9-21-I contacted [redacted] they stated that they are still conducting the investigation on Galaxie and that I should wait to hear from them Final Business Response / [redacted] (4000, 21, 2015/10/29) */ Galaxie Home has placed numerous different options and resolutions on the table for the consumer to rectify the shower door situationThose offers are still on the table if the consumer was to change their mindAt this point if the consumer is un-willing to accept any of those resolutions Galaxie Home will maintain taking the legal route to handle the remaining balance on the accountThe lien as stated before has already been placed on the property and will remainGalaxie Home will file a lawsuit in regards to the matter to obtain payment Thank you, Danielle [redacted] Director of Operations Galaxie Home Exteriors, Kitchens, Baths O: [redacted]

I am sorry to hear that work contracted with Galaxie prior to going out of business was not completedAttached for your information is an article published in April from the Chicago tribune http://articles.chicagotribune.com/2013-04-03/business/ct-biz-0403-luna-galaxie-...⇄ you can see there is absolutely no linkage between the old Galaxie and Galaxie Home, in fact we don’t employ any of the previous Galaxies employees nor contractorsAlthough we are not legally obligated to compensate or complete previous Galaxie customers jobs we certainly would be willing to assess your particular issue and see if there is something we can do in the event that you need installation services or a repair of previously installed work?

Galaxie contacted the consumer the day we received the complaint informationOriginally after installation was complete the consumer made a mention of the grout discolorationThe pictures were reviewed and at that time it was determined that there was not an installation or material issue, the grout discoloration that was happening was normalWe sent our construction manager to the home on 7/8/and he cleaned up and stained all grout in the tub area to make a solid color throughout the area at the customers requestThe consumer was satisfied with the repairWe have left a few messages and sent an email to the consumer verifying that all concerns were addressed

We have received and addressed the consumers complaintGalaxie has maintained contact with Mr*** throughout the entire process, I have spoken to him on many occasionsThe consumer sent a final punch list last week and we are working on completing all remaining small items for the project to
be complete as a wholeGalaxie will be following up with the consumer again to make sure that all of the work has been complete to his satisfaction once the list is done.

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

The response oversimplified the issuesThe work began October and still has issuesWe have sent followup email to Galaxie asking what work will be doneWe have asked to discuss a reduction in price due to problems and time lost from work, etc alThis will be the 3rd time now someone has looked at problems with leaks and bathSink not draining and stopper not worker was brought to Galaxie attention beforeThe issue of water leak us major due to location over furnace and water heater in basement We have been very patient with the company since Oct The work they performed doesn't match what they advertise including an inaccurate Revdex.com rating of A+ when it is B

Initial Business Response /* (1000, 9, 2015/06/29) */
Contact Name and Title: *** *** V.P.Operatio
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@galaxiehome.com
We sincerely apologize for delays in *** ***'s projectIt is never our intention to fall behind on a project because we
understand how disruptive a project can be in a home owners everyday lifeAs of 6/the project has two open itemsCabinet drawer will be installed on 7/1.We will be scheduling final inspections on the same day as wellOnce inspection has been passed we can issue refund for bondThanks for you patience
Initial Consumer Rebuttal /* (3000, 11, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Galaxie is stating that there are two items left for completion the cabinets and the final inspection however that is not completely accurateI was informed today by my project manager that my contractor would be coming out Wednesday to finish the cabinets however we are also still in need of the quarter round placement at the baseboards Also in regards to the final inspection we had a final inspection after appliance installation that we failed and we failed because there were two outlets that were loose, our dishwasher still needs to be mounted to our countertop and we do not have an anti-tip device on our ovenAs soon as we failed I immediately was in contact with the project managerAt that moment in time I requested that no one come back to the house until everything can be completed in one day, I did not want little bits and pieces to be done across multiple days so I hope come Wednesday everything will be done as I previously discussed with the project manager upon failing the final inspectionAlso there is trim around our cabinets in two spots that is falling off
Final Business Response /* (4000, 15, 2015/07/21) */
Contact Name and Title: *** - DirOf Ops
Contact Phone: XXXXXXXXXX
Contact Email: ***@galaxiehome.com
This project has been completed and we received a signed certificate of completion from Mrs***We understand the frustration caused by the delay it took to complete the project and sincerely apologize
Final Consumer Response /* (2000, 17, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Job finally completed

We have spoken to the consumer and sent another person out to review the repairs neededThe shower door was ordered after the initial visit under the warrantyThe timeline for the door to arrive was 2-weeks from time of orderThe shower door arrived yesterday 8/to our facility and we are
coordinating repair with consumer for next weekWe will follow up after repair is complete and submit signed service form from the consumer.