Gibbs Company's Inc

Mr*** was sent a voicemail in the last three days stating that our production manager had been over there and we have repaired the issue the best we were able to on the outside. He states we have not made any kind of communication, we sent him an email stating our production manager would come over and that he needed to move the landscaping in order for us to finishHe did not respond and he did not move the landscape materials, we did go over and work on the outside of the affected area and he has not communicated anything back to us that we are able to get back inside to look and make sure the outside is repaired. We had not heard anything from him until this complaint

Ms*** did contact Ram Jack to do a job for her and all work was done according to the contract Ms*** signed a contract on the second of November, and was told that we were roughly six weeks out on the production scheduleWe were contracted to install a sump pump, install a
full wall coating and a drain tileShe called several times demanding that we put her ahead of other contracts who had signed before hersWe were on site to do the job the first week of December, essentially putting her ahead of schedule There are times when it is cold that uncovering a water line will create a situation where the line can crack, this did happen and the line was repaired on site without issue She did have some issues with sewer and called the office, we sent a crew member out to see what the issue was, the issue wasn't sewer, but the sump pump had stopped working and it was replaced, and her basement was cleaned up by the crew membersWe have addressed all soil settling even though the client gave several calls stating she watched twelve children in her home without help and she didn't have any idea what else to do when they found large rocks in the area where the work was performed The client has been advised repeatedly to not allow children to play near the area until the grass takes hold and can grow All work has been performed according to the contract and we have addressed issues that were not the company's issues, such as relaying soil, grass seed and straw in an area where her gutters had overflowed due to her lack of maintenance

Complaint: ***
I am rejecting this response because:
Business appears to have made no attempt to contact me, despite having my home phone number, cell phone number, email, and addressI can produce an extensive list of the contacts we have made--by phone and email--that have not been returnedWe are available every day of the week to allow the work to be completedI appreciate Ram Jack's stated willingness to find a solution; however, at present the work has not only not been completed but has not even been scheduled, so I am unable to accept their response
Sincerely,
*** ***

Initial Business Response /* (1000, 7, 2016/01/26) */
I am sorryI just found this email in my junk folder for some reasonI was not aware this problem was not handledI will contact the customer asap

Initial Business Response /* (1000, 5, 2015/08/31) */
Gibbs Company is a very reasonable company we consider any case on its individual meritsIn this case, after several free trips to the client, Mr***, a contract was signed and deposit paid ($4264.00)The project was turned into the
office to be processed for production, material ordered and supplies purchasedNo more notification to the office was received until just a few days from when production was to beginThe estimator then received a call wishing to cancel the projectWe asked for the customer's reason in writing in which a copy of that correspondence will be sentIn nearly all cases the consumer acquires financing before signing a contractThe time lapse was from May (contract signing) to July (cancelation)Had a shorter period of time elapsed we would have not been so financially invested in this project on Gibbs Company's end and may have been in a better situationThe estimator is paid for his work, in this case the amount was $Also administration and processing costs and restocking fees were absorbed by Gibbs Company as mush as possibleAs all parties have signed on the attached contract the deposit is non-refundableWe feel that the compromise is beyond fair in favor of Mr***As far along as the project had progressed, we were well within our legal right to keep the entire refund, as per the signed contract

Complaint: ***
I am rejecting this response because: 1) We were here for the first appointment, so I am not sure why that is being said2) The work was not performed according to the email of February 22nd from *** ***, which was to add inches of lift near the house, and no lift on the west (open) side.Instead, it was lifted on the west side, and not near the house.3) Their solution is to charge me additional money to add a sump pump4) The sunroom has no bearing on the issue5) The installer had been sent to do the work, but had not been given the plans before he arrived
Sincerely,
*** ***

We have received all of Mr*** phone calls and as far as the office goes have answered every callWe do not quite know why his wall is leaking however we have already address it twice to solve the problem and will continue until it is solvedWe are having trouble getting response from his end
to allow us in to access the work area to address the issueWe are currently trying to get in tomorrow 8-16-to do repairs if we can get inWe understand his frustration but we will not quit until successful as is a usual practice for our company

This project has been bumpy from the get go as no one was available to meet us at the job so we were not able to gather all the information needed to solve the problemAs it turns out we did polyjack the patio up to original position as was stated in the service planThis created slope away from
one area towards another that we found out later has had a house addition built which prevents water from draining away as the original patio was designedWe did receive the pictures spoke of and at the company sales meeting we discussed what options might be availableWe had two different consultants out to the site twice after the problem was presented to usAt this point the customer has been presented with a solution and we are waiting for an answer