Galaxie Enterprise Holdings LLC

Initial Business Response /* (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[redacted], 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[redacted], 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[redacted]'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 /* (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 /* (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 /* (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]

The consumer contacted Galaxie on 11/27/that there was a leak in the bathroom and a few other issuesGalaxie had a foreman out there the same day to take a look at the issuesHe did not have all necessary tools to complete and a part needed to be ordered for the repairGalaxie 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*** on a phone call on 12/1/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/in the afternoon, and we could return to repair as early as the morning on 12/2/the following dayI 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 problemWe are doing our part in that, Mrs*** has now stated she does not request us back for the repair tomorrow (12/5/15) to completeI have copied and pasted the e-mail correspondence from this morningWe 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 issuesAt his request we were
not returning to the home until SaturdayI 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 morningWe do follow
all practice guidelines for the Revdex.com, the Attorney General and the Chicago Dept
of Consumer ServicesThe 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 solutionIt 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 deniedDuring my conversation with your husband a reduction of price
was never discussedThere 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 contactedThe 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 repairPlease let me know how you would like to proceed, the same
response will be the posted to the Revdex.com complaint that was receivedThank you, Danielle ***Director of OperationsGalaxie Home? |
Exteriors, Kitchens, BathsO:? ? 708-397-From: Leticia *** Sent: Friday, December 04, 9:AMTo: Danielle *** Subject: Fw: Additional issues with remodeling/sink leaking/resolution -
unresolved referred to Revdex.com, Illinois Attorney General and Chicago Deptof
Consumer ServicesFrom: Donna
*** Sent: Friday, December 4, 9:AMTo: Leticia ***Cc: Roxanne Vedral; Kenneth ***Subject: Re: Additional issues with remodeling/sink leaking/resolution -
unresolved referred to Revdex.com, Illinois Attorney General and Chicago Deptof
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 *** and I have referred the matter to Revdex.com, Illinois Attorney
General and Chicago Department of Consumer ServicesThe 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, 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***"?

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,
*** ***

Once the installation began there was a design error based off multiple quotes for the same kitchen. This was at fault of Galaxie, the cabinets were re-ordered at no additional charge to the customer. This did cause delay in the installation waiting for new cabinetry. There were a lot of change...

orders with additional work that the customer selected which also played a part in the time frame of completion. There 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 delays. The consumer declined that offer and only wanted the crew that was originally out to complete the work. We have taken care of the outlying issues with the installation with the exception of one wall cabinet that is on order. We do sincerely apologize to the consumer for the delay in the project completion. Galaxie will follow up with the consumer in regards to the compensation request.

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. [redacted],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 Revdex.com, 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 Revdex.com 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 Revdex.com, 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 [redacted]Subject: Re: Additional issues with remodeling/sink leaking/resolution -
unresolved referred to Revdex.com, 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 Revdex.com, 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. [redacted], Esq. Kenneth B. [redacted]"

We have received and addressed the consumers complaint. Galaxie has maintained contact with Mr. [redacted] throughout the entire process, I have spoken to him on many occasions. The 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 whole. Galaxie 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.

I am sorry to hear that work contracted with Galaxie prior
to going out of business was not completed. Attached for your information is an
article published in April 2013 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 contractors. Although 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.

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

Galaxie is still working to complete the open items for the consumer. Galaxie has never pretended to be the consumer in any phone conversation. We have been in contact with the door company as we are the ones paying for the repair of the door. We 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.

Initial Business Response /* (1000, 7, 2015/09/23) */
Galaxie has made all requested repairs for consumer and the job is complete. The consumer was sent a new certificate of completion form to sign and return which we will upload when we receive.

We have been in contact with the consumer since the complaint was filed. We are working on a negotiated solution for everyone. I believe we have reached an agreement and are waiting for all parties to sign the agreement and move forward.

[redacted] Balance Due: $8643 Final offer made - $785 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 $500 for frustration. Leaving the balance at $7,358.

Initial Business Response /* (1000, 5, 2015/02/02) */
The replacement pantry doors were ordered as soon as the issue was discovered, we had to wait for the manufacturer to deliver the new replacement doors in order to complete the punch list item.
Mr. [redacted] has since received the doors and...

our installer will be completing that task on Saturday February 7th.
In regards to the water heater issue, Galaxie was not contracted to complete any work in regards to the water heater or pressure relief tank. This was discovered by the inspector and needs to be completed in order to pass inspection. All work on the Galaxie contract has been complete as requested. To move forward it was agreed with the consumer that we would cover half the cost of the water heater ($418) and he would pay the other half ($418) once the inspection passes [redacted] the pressure relief tank is added. This resolution has been signed by both parties and the work will begin Saturday February 7th.
Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2015/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still feel this was not a good solution but once again feel like I have not much of a choice to make this resolved. I feel I'm owed some kind of compensation for all the extra charges because they did not do there home work all the delays and lies to my wife and me no matter what they say or do fro here they can never give me back the worst 3+ months of my family life. The only reason they even made the offer they have is because I went to me credit card company and they stepped in. at this point I want the whole thing over and my life house and stress to be resolved. I feel a monetary compassion is due not much 1000.00 and a real apology would be great. I paid XXXXX.00 for stress head aches my wife in tears our life turned upside down because they did not keep any of the promises that where made to us. From what I can see there are other complaints like mine and others that feel this company does what ever it can to make a sale no matter who the lies hurt. I still do not believe that they ever would have talked to me if my bank and I would not have made the threat to do a stop payment. Per the person I talked to on a three way call the have let go of the sales person who came in my home. If this is true it still does not re leave the company of promises made to my wife and I. I have gone over and over with galaxy time and time again but was totally ignored. Not one time during this whole process did I ever get a chance to talk to a person who seamed like they really care or wanted to help me. The gentlemen I talked to with help from my bank needs to review all the emails phone calls back in forth over this whole process. The worst day of this whole process is how they did not take any concern on my house when they dropped off all the cabinets flooring ect off at my house. They stacked all this stuff in my house from floor to ceiling to where you could not move I the house so for a month we trapped like rats in the back of my house. My 75 year old father moved some of the heavy boxes just so we could get in and out of the house. so I come home and my wife is in tears. because now we all this stuff piled in my house and she can even move or watch tv in our home. we had boxes stacked in the hall and leaving room from floor to ceiling. If you as the Revdex.com where to take a look at the way they write there contracts in such a vague matter you will how they are able to take advantage to the normal person trying to improve there life. Thanks for your help in this matter.
yours truly [redacted]

Galaxie contacted the consumer the day we received the complaint information. Originally after installation was complete the consumer made a mention of the grout discoloration. The 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 normal. We sent our construction manager to the home on 7/8/16 and he cleaned up and stained all grout in the tub area to make a solid color throughout the area at the customers request. The consumer was satisfied with the repair. We have left a few messages and sent an email to the consumer verifying that all concerns were addressed.

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