[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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. [redacted] was here today and stated they had replaced the wiring from the hot tub to the outside box with the appropriate electrical outdoor wiring. I do expect Watson's to honor their commitment to an additional 6 months warranty against unexpected tripping off from this date. If it does not trip off during this period, we can all assume the matter is corrected. Thanks to everyone for your help on this matter. I sincerely hope this eliminates the problem.
Regards,
[redacted]
Sorry for the issues Mr. [redacted] is experiencing with his pool liner. The pool was purchased under [redacted] August 29th and installed in September 2014. The leak was first reported to Watson's September 9th 2015 just shy of a year. We give the pools we install a 60 day...
installation guarantee, and from the manufacture the liners carry a 1 year warranty against seam separation only. Holes, tears, or punctures are not covered under the liner warranty. These type of issues are out of the control of the manufacture and Watson's At the expense of Watson's we paid a diver $300.00 to go out and patch holes that are not covered by the manufacture and Watson's. The report that the diver sent in showed three holes two by the skimmer and one opposite of the skimmer (see attachment). We feel we have gone above and beyond to take care of issues in the pool that was almost a year old. Thanks [redacted]
BusinessMost Recent MessageDate Sent: 3/24/2017 2:31:14 PMMrs. [redacted] I apologize for the issues you have experienced with the furniture you purchased. We strive to offer the best selection and quality product. I cannot comment on the issue you are having with your furniture exactly but can tell you we have had no other issues with the [redacted] furniture. As a valued customer we want you to be happy. Please stop in and see your salesman Mark S[redacted] to look at different set of furniture. Watson's will credit you back in full $1068.93 toward another set. I have notified Mark you will be coming in. ThanksGeorge G[redacted]Director of Customer Service.
I am no longer going to persue this matter as it is clear that Watsons is a terrible business and has rotten customer service but they are also liars.. I never signed any forms about what the installations would be and since I never saw the papers I don't have copies...Again its the little guy against companies they take your money then you are left to prove your case...Please pass this message along to Watsons because I will now use SOCIAL MEDIA as will all my friends and i'm sure Watsons will not be happy .. Thank you [redacted]
Mr. [redacted] was contacted by [redacted] about the spot on the liner. [redacted] with [redacted] was told the spot had a patch on it. Mr. [redacted] wanted [redacted] to remove the patch that he applied. [redacted] felt this was not possible without damaging the liner. At this point the pool has been closed and [redacted] with [redacted] has spoke to Mr. [redacted] and feels the best course of action is to wait until Mr. [redacted] has his pool opened to go any further. I would agree with [redacted] at this time. ThanksGeorge G[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
It amazes me that this electrician says they work for Watsons hundreds of times per year but Watsons has no leverage with them to get them back to correct the problem. In fact, Watsons suggests that they electrical problem may be from prior work which is NOT AT ALL what the inspector said. The wiring from my house to the breaker box is correct and up to code. It is the wiring from the box to the hot tub that is not up to code.If Watsons was a reputable business, they would use their leverage with this electrician to get them out to correct the cost. As it stands, I am left with faulty wiring and a hot tub that trips all the time.I don't guess there is anything else anyone can do except me. Trust me, I tell everyone I talk with to RUN away from Watsons and NEVER do business with them. Guess they will continue to recommend [redacted] when they don't even use up to code wiring. Not sure how that qualifies as a better business.
Regards,
[redacted]
The job is 10 years old. Regal has performed free warranty work at no charge and will continue to do so. Service will be performed as soon as all parts arrive. Regal has given Mr. [redacted] good service for 10 years at no charge and for him to complain over a few delays is completely...
Dear [redacted] or to whom this may concern, I would like to start off by saying we at City World Ford strive for our best to accommodate all of our customers and make sure they leave happy. I've carefully reviewed the complaint about our company and would gladly love to help resolve [redacted]'s...
complaint. [redacted] can come to city world ford to see me ([redacted]) so I can help trade her out. please contact me as soon as possible!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am so disappointed in the response from Watson's. I have sent numerous emails and messages regarding this matter. I DID NOT SAY THE MATERIAL WAS DAMAGED due to the the delivery driver. I was told BY PERFECT POOLS, THE INSTALLER, THAT THE MATERIAL WAS DAMAGED DUE TO THE BOX BEING THROWN BY THE DELIVERER. Watson's has not addressed the issue of the pool being installed with a hole in the wall, 2 inches of water poured into the pool and then notification of what they planned to do about the situation. Watson's has not responded to the 2-3 inches of paid water that was poured into the pool and lost due to the missing parts on the filter they have said they didn't not have and also the fact that they didn't send anyone for 3 days OR TELL ME TO NOT FILL THE POOL! In fact, they told me to fill it. Watson's still has not discussed the reinstalling of the pool in the fall due to this force issue to keep the defective property. Who will dig it out and then back fill? We have spent hours working on this and do not wish to do it again and we are also building a deck. Watsons has still not sent the correct winter pool cover, and has sent the wrong maintenance equipment and cover to my house and I'm once again calling to fix the matter. Kevin, the manager, said that their display was wrong and that the picture I have of the Premium maintenance found in the lazy man package was also wrong set up and said that I could bring in my nets (40 minutes from the store) and fix it. As far as the delivery, the drivers STOPPED at the front of my house... they made no attempt to drive down the lane they were told to take, and it was to not go UNDER a tree but in front of a tree in a location where an old trampoline stood and had left a round grass circle for them to easily see. The dogs would have BARKED but not bothered. They are on a wireless fence and had the drivers delivered in the location, they would not have bothered them, which is why I stated: Tell [redacted] to go lay down.The day of the first install, Perfect Pools stated that the dogs were no issues, in fact they petted the dogs and they laid down. The bobcat driver stated that he didn't even know we had dogs because they NEVER bothered him in the location where the pool was being installed.The $200 gift card is just to go back into a store that I do not wish to ever go into again. I have defective products. The mineral part on the filter is still leaking. I am completely dissatified. I have contacted and called and I am unable to get past a manager, not anyone higher when I wanted to discuss my concerns. I have no issues with Kim. She sold us a pool and did great service this day. My concerns began when the items were delivered. I was not told I must be present. I am a school teacher, educating young minds, and I cannot just take off work because Watsons cannot have their driver come deliver in the proper location. They did not offer to come move the merchandise and even IGNORED the concerns expressed to them the day of the delivery and didn't call back my husband. This is unacceptable business.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I know the picture is of the cleaner. I provided them with a picture of the cleaner and the remote so that they could see what model the cleaner was and provide me with the correct power supply instead of power supplies that do not operate with the remote. I will be happy to pack up the cleaner and Watson's can make arrangements to pick it up and refund me my money. I refuse to make a trip to their store for their error. When would they like to come get it?
Regards,
[redacted]
Again I apologize for the issues the [redacted]'s have experienced with the pool delivery and install. Like I stated before we have emailed the new work order the work that needs to be done to fix the wall that has the hole. As stated in the comments "Mr. & Mrs. [redacted] will look at the pool and decide to do now or at the end of the 2017 swim season." We only suggested the end of the season so the [redacted]'s would be out anymore swim time. I was taking into consideration they were already behind the date originally set up by Perfect Pools. As far as the backfill if it needs to be dug out that work will be done by the installers when they do the rehang. It always is when a warranty situation occurs. I also noted in the comments about the deck in the comments so the installers are aware. We are reimbursing for the water to refill the pool and can adjust for water that appears to have leaked out due to missing/leaking parts on the Filter. I am aware that the pool did leak at the simmer and [redacted] with Perfect Pools had that fixed. I will make them aware of the leaking chlorinator on the pool to get back out to fix it. This is the first time I have heard about the wrong maintenance equipment. I'm not sure what the [redacted]'s received with the pool, I know what they are suppose to get and will have the warehouse ship out the kit that comes with the Lazy man pool package. I will agree the split the cost of the pool install. The install is $775.00 so we can credit back $387.50 to Mr. & Mrs. [redacted]Thank youGeorge G[redacted]
Please close my complaint as resolved at this time. I received the missing piece.
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.
Regards,
[redacted]
Sorry for the issues [redacted] and [redacted] have experienced with the furniture. While we are still awaiting for the warranty furniture to arrive from oversees we have some stock that we can exchange out for [redacted] and [redacted]. I have asked Mais to contact them to set up the exchange date....
Hello:I have attached a copy of the electrical inspection. Apparently [redacted] failed to use the proper wiring from the circuit breaker to the hot tub. This could cause the breaker to trip. Here is what I believe is very fair. I've paid [redacted] for the original installation and repairs to the breaker box. I've also now had to pay for a 3rd party inspection. I believe they should be required to correct the problem. If Watson's will extend the warranty for an additional 6 months from the fix date, I will be satisfied. If it does trip again after this repair, we can be assured it is without question a problem with the hot tub. Additionally, I think someone should caution Watson's about recommending an electrician who is not using the proper materials. The electricians said they do 100's of jobs per year for Watsons. Others may have faulty wiring which could be problematic and perhaps even a fire hazard. Thank you for your help with this. I am sorry for the delay but this was the soonest the electrician could get me in.Please let me know if you need anything else. [redacted]
The refund can be either back to the credit card or a refund check. I have attached a copy of the invoice. We have the closing chemicals added to it. If the backfill needs to be removed we remove it this is at no-charge to the [redacted]'s due to the mfg. issue with the wall. We are reimbursing the water for the refill of the pool. Thank you George G[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The details provided in the letter from Regal Home Improvement are untrue. We called on July 10 to inquire about our windows and were told by the receptionist that our windows were not in and we shouldn't expect them for at least nine weeks from the order date. I asked if I should call back and check in after a couple of more weeks and was told "no, the installers will call when the windows arrive in their office". On August 6 we called and spoke to our salesman, john, and were told the windows had been in for a week. This far exceeds the 7.5 completion date on the contract. On the first day of installation, Regal installers told us that the trim color we had ordered was wrong and they would have to reorder. I never saw the trim in question. We were concerned that leaving the gaps in the house would be an issue and were told it wasn't a big deal. Miguel, the foreman, told us that the trim would be installed the following Tuesday. We did not hear anything from Regal on the follow up date and called Friday, August 21 to check on the progress. At this time we were told the trim had come in and was the wrong color again. We were informed that the trim had to be ordered from overseas and would be overnighted and installed no later than Monday, August 24. When I arrived home on that Monday I saw that nothing had been done to the house. I had to call once again to get any information. I was told at this time that the trim was the wrong color AGAIN and would hopefully be in and installed that Thursday, August 27. [redacted] (Regal representative) told me that they would be out on Friday, August 28 after having trouble getting the trim by Thursday.On Friday, August 28, the crew showed up to complete the job. I was informed at this time that if I suspected any rot around my windows I would have to identify it myself. I expressed my concern that I wasn't an expert and was told by [redacted] that he didn't believe I had any rot around the windows. I showed him what I thought was rotten and he agreed that it was. Had I not showed him this I'm afraid it would have been covered up and not replaced. After determining that there was rot I was informed they were not prepared to fix it and would have to come back the following week.As far as there being gaps around the windows, it was large enough to see across the street to the neighbors driveway. I provided pictures of not only the gaps in my main living area but the rotten wood that I was required to identify on my own. I would have hoped Regal would have had professionals that would have been able to identify and rectify both these issues without my assistance.We remain very unhappy with this installation. Miguel informed me that Regal could and would provide an inspector to come out and examine the work that was done at no cost to me. Based on this conversation, I would like Regal to pay for an unbiased inspector to come out and examine the install. We cannot be sure rotten wood wasn't covered up and all gaps were filled behind the thin layer of trim they provided to cover up the stops.We hope that the Revdex.com can help us rectify this situation. It has been extremely upsetting and distracting. I have had to take time off from work in order to be home at least two additional times to make sure Regal showed up and was doing the work, not to mention all the phones calls we had to make just to get our windows installed. Thank you very much for your help with this.
[redacted]
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. I have spoken to Rico and he assures me that Mark K** will refund the pool installation. She is on vacation and it should be processed by Monday, July 17th. He also said that I may order 4 loads of water (and then use our garden hose) and replacing chemicals to refill pool after the new wall and liner have been replaced in the fall. He assured me that the small deck we are building would not be a problem. I appreciate Watson's making this matter right again after the many problems we incurred to deliver and install.
Regards,
[redacted]
Sorry for the issues with the pool install. We are scheduled to pick up the pool on Wednesday 6/29/16 and Adam S. is contacting to put the yard back. thanks [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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. [redacted] was here today and stated they had replaced the wiring from the hot tub to the outside box with the appropriate electrical outdoor wiring. I do expect Watson's to honor their commitment to an additional 6 months warranty against unexpected tripping off from this date. If it does not trip off during this period, we can all assume the matter is corrected. Thanks to everyone for your help on this matter. I sincerely hope this eliminates the problem.
Regards,
[redacted]
Sorry for the issues Mr. [redacted] is experiencing with his pool liner. The pool was purchased under [redacted] August 29th and installed in September 2014. The leak was first reported to Watson's September 9th 2015 just shy of a year. We give the pools we install a 60 day...
installation guarantee, and from the manufacture the liners carry a 1 year warranty against seam separation only. Holes, tears, or punctures are not covered under the liner warranty. These type of issues are out of the control of the manufacture and Watson's At the expense of Watson's we paid a diver $300.00 to go out and patch holes that are not covered by the manufacture and Watson's. The report that the diver sent in showed three holes two by the skimmer and one opposite of the skimmer (see attachment). We feel we have gone above and beyond to take care of issues in the pool that was almost a year old. Thanks [redacted]
BusinessMost Recent MessageDate Sent: 3/24/2017 2:31:14 PMMrs. [redacted] I apologize for the issues you have experienced with the furniture you purchased. We strive to offer the best selection and quality product. I cannot comment on the issue you are having with your furniture exactly but can tell you we have had no other issues with the [redacted] furniture. As a valued customer we want you to be happy. Please stop in and see your salesman Mark S[redacted] to look at different set of furniture. Watson's will credit you back in full $1068.93 toward another set. I have notified Mark you will be coming in. ThanksGeorge G[redacted]Director of Customer Service.
I am no longer going to persue this matter as it is clear that Watsons is a terrible business and has rotten customer service but they are also liars.. I never signed any forms about what the installations would be and since I never saw the papers I don't have copies...Again its the little guy against companies they take your money then you are left to prove your case...Please pass this message along to Watsons because I will now use SOCIAL MEDIA as will all my friends and i'm sure Watsons will not be happy .. Thank you [redacted]
Mr. [redacted] was contacted by [redacted] about the spot on the liner. [redacted] with [redacted] was told the spot had a patch on it. Mr. [redacted] wanted [redacted] to remove the patch that he applied. [redacted] felt this was not possible without damaging the liner. At this point the pool has been closed and [redacted] with [redacted] has spoke to Mr. [redacted] and feels the best course of action is to wait until Mr. [redacted] has his pool opened to go any further. I would agree with [redacted] at this time. ThanksGeorge G[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
It amazes me that this electrician says they work for Watsons hundreds of times per year but Watsons has no leverage with them to get them back to correct the problem. In fact, Watsons suggests that they electrical problem may be from prior work which is NOT AT ALL what the inspector said. The wiring from my house to the breaker box is correct and up to code. It is the wiring from the box to the hot tub that is not up to code.If Watsons was a reputable business, they would use their leverage with this electrician to get them out to correct the cost. As it stands, I am left with faulty wiring and a hot tub that trips all the time.I don't guess there is anything else anyone can do except me. Trust me, I tell everyone I talk with to RUN away from Watsons and NEVER do business with them. Guess they will continue to recommend [redacted] when they don't even use up to code wiring. Not sure how that qualifies as a better business.
Regards,
[redacted]
The job is 10 years old. Regal has performed free warranty work at no charge and will continue to do so. Service will be performed as soon as all parts arrive. Regal has given Mr. [redacted] good service for 10 years at no charge and for him to complain over a few delays is completely...
unfair. [redacted]
Dear [redacted] or to whom this may concern, I would like to start off by saying we at City World Ford strive for our best to accommodate all of our customers and make sure they leave happy. I've carefully reviewed the complaint about our company and would gladly love to help resolve [redacted]'s...
complaint. [redacted] can come to city world ford to see me ([redacted]) so I can help trade her out. please contact me as soon as possible!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am so disappointed in the response from Watson's. I have sent numerous emails and messages regarding this matter. I DID NOT SAY THE MATERIAL WAS DAMAGED due to the the delivery driver. I was told BY PERFECT POOLS, THE INSTALLER, THAT THE MATERIAL WAS DAMAGED DUE TO THE BOX BEING THROWN BY THE DELIVERER. Watson's has not addressed the issue of the pool being installed with a hole in the wall, 2 inches of water poured into the pool and then notification of what they planned to do about the situation. Watson's has not responded to the 2-3 inches of paid water that was poured into the pool and lost due to the missing parts on the filter they have said they didn't not have and also the fact that they didn't send anyone for 3 days OR TELL ME TO NOT FILL THE POOL! In fact, they told me to fill it. Watson's still has not discussed the reinstalling of the pool in the fall due to this force issue to keep the defective property. Who will dig it out and then back fill? We have spent hours working on this and do not wish to do it again and we are also building a deck. Watsons has still not sent the correct winter pool cover, and has sent the wrong maintenance equipment and cover to my house and I'm once again calling to fix the matter. Kevin, the manager, said that their display was wrong and that the picture I have of the Premium maintenance found in the lazy man package was also wrong set up and said that I could bring in my nets (40 minutes from the store) and fix it. As far as the delivery, the drivers STOPPED at the front of my house... they made no attempt to drive down the lane they were told to take, and it was to not go UNDER a tree but in front of a tree in a location where an old trampoline stood and had left a round grass circle for them to easily see. The dogs would have BARKED but not bothered. They are on a wireless fence and had the drivers delivered in the location, they would not have bothered them, which is why I stated: Tell [redacted] to go lay down.The day of the first install, Perfect Pools stated that the dogs were no issues, in fact they petted the dogs and they laid down. The bobcat driver stated that he didn't even know we had dogs because they NEVER bothered him in the location where the pool was being installed.The $200 gift card is just to go back into a store that I do not wish to ever go into again. I have defective products. The mineral part on the filter is still leaking. I am completely dissatified. I have contacted and called and I am unable to get past a manager, not anyone higher when I wanted to discuss my concerns. I have no issues with Kim. She sold us a pool and did great service this day. My concerns began when the items were delivered. I was not told I must be present. I am a school teacher, educating young minds, and I cannot just take off work because Watsons cannot have their driver come deliver in the proper location. They did not offer to come move the merchandise and even IGNORED the concerns expressed to them the day of the delivery and didn't call back my husband. This is unacceptable business.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I know the picture is of the cleaner. I provided them with a picture of the cleaner and the remote so that they could see what model the cleaner was and provide me with the correct power supply instead of power supplies that do not operate with the remote. I will be happy to pack up the cleaner and Watson's can make arrangements to pick it up and refund me my money. I refuse to make a trip to their store for their error. When would they like to come get it?
Regards,
[redacted]
Again I apologize for the issues the [redacted]'s have experienced with the pool delivery and install. Like I stated before we have emailed the new work order the work that needs to be done to fix the wall that has the hole. As stated in the comments "Mr. & Mrs. [redacted] will look at the pool and decide to do now or at the end of the 2017 swim season." We only suggested the end of the season so the [redacted]'s would be out anymore swim time. I was taking into consideration they were already behind the date originally set up by Perfect Pools. As far as the backfill if it needs to be dug out that work will be done by the installers when they do the rehang. It always is when a warranty situation occurs. I also noted in the comments about the deck in the comments so the installers are aware. We are reimbursing for the water to refill the pool and can adjust for water that appears to have leaked out due to missing/leaking parts on the Filter. I am aware that the pool did leak at the simmer and [redacted] with Perfect Pools had that fixed. I will make them aware of the leaking chlorinator on the pool to get back out to fix it. This is the first time I have heard about the wrong maintenance equipment. I'm not sure what the [redacted]'s received with the pool, I know what they are suppose to get and will have the warehouse ship out the kit that comes with the Lazy man pool package. I will agree the split the cost of the pool install. The install is $775.00 so we can credit back $387.50 to Mr. & Mrs. [redacted]Thank youGeorge G[redacted]
Please close my complaint as resolved at this time. I received the missing piece.
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.
Regards,
[redacted]
Sorry for the issues [redacted] and [redacted] have experienced with the furniture. While we are still awaiting for the warranty furniture to arrive from oversees we have some stock that we can exchange out for [redacted] and [redacted]. I have asked Mais to contact them to set up the exchange date....
ThanksGeorge G.
Hello:I have attached a copy of the electrical inspection. Apparently [redacted] failed to use the proper wiring from the circuit breaker to the hot tub. This could cause the breaker to trip. Here is what I believe is very fair. I've paid [redacted] for the original installation and repairs to the breaker box. I've also now had to pay for a 3rd party inspection. I believe they should be required to correct the problem. If Watson's will extend the warranty for an additional 6 months from the fix date, I will be satisfied. If it does trip again after this repair, we can be assured it is without question a problem with the hot tub. Additionally, I think someone should caution Watson's about recommending an electrician who is not using the proper materials. The electricians said they do 100's of jobs per year for Watsons. Others may have faulty wiring which could be problematic and perhaps even a fire hazard. Thank you for your help with this. I am sorry for the delay but this was the soonest the electrician could get me in.Please let me know if you need anything else. [redacted]
The refund can be either back to the credit card or a refund check. I have attached a copy of the invoice. We have the closing chemicals added to it. If the backfill needs to be removed we remove it this is at no-charge to the [redacted]'s due to the mfg. issue with the wall. We are reimbursing the water for the refill of the pool. Thank you George G[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The details provided in the letter from Regal Home Improvement are untrue. We called on July 10 to inquire about our windows and were told by the receptionist that our windows were not in and we shouldn't expect them for at least nine weeks from the order date. I asked if I should call back and check in after a couple of more weeks and was told "no, the installers will call when the windows arrive in their office". On August 6 we called and spoke to our salesman, john, and were told the windows had been in for a week. This far exceeds the 7.5 completion date on the contract. On the first day of installation, Regal installers told us that the trim color we had ordered was wrong and they would have to reorder. I never saw the trim in question. We were concerned that leaving the gaps in the house would be an issue and were told it wasn't a big deal. Miguel, the foreman, told us that the trim would be installed the following Tuesday. We did not hear anything from Regal on the follow up date and called Friday, August 21 to check on the progress. At this time we were told the trim had come in and was the wrong color again. We were informed that the trim had to be ordered from overseas and would be overnighted and installed no later than Monday, August 24. When I arrived home on that Monday I saw that nothing had been done to the house. I had to call once again to get any information. I was told at this time that the trim was the wrong color AGAIN and would hopefully be in and installed that Thursday, August 27. [redacted] (Regal representative) told me that they would be out on Friday, August 28 after having trouble getting the trim by Thursday.On Friday, August 28, the crew showed up to complete the job. I was informed at this time that if I suspected any rot around my windows I would have to identify it myself. I expressed my concern that I wasn't an expert and was told by [redacted] that he didn't believe I had any rot around the windows. I showed him what I thought was rotten and he agreed that it was. Had I not showed him this I'm afraid it would have been covered up and not replaced. After determining that there was rot I was informed they were not prepared to fix it and would have to come back the following week.As far as there being gaps around the windows, it was large enough to see across the street to the neighbors driveway. I provided pictures of not only the gaps in my main living area but the rotten wood that I was required to identify on my own. I would have hoped Regal would have had professionals that would have been able to identify and rectify both these issues without my assistance.We remain very unhappy with this installation. Miguel informed me that Regal could and would provide an inspector to come out and examine the work that was done at no cost to me. Based on this conversation, I would like Regal to pay for an unbiased inspector to come out and examine the install. We cannot be sure rotten wood wasn't covered up and all gaps were filled behind the thin layer of trim they provided to cover up the stops.We hope that the Revdex.com can help us rectify this situation. It has been extremely upsetting and distracting. I have had to take time off from work in order to be home at least two additional times to make sure Regal showed up and was doing the work, not to mention all the phones calls we had to make just to get our windows installed. Thank you very much for your help with this.
[redacted]
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. I have spoken to Rico and he assures me that Mark K** will refund the pool installation. She is on vacation and it should be processed by Monday, July 17th. He also said that I may order 4 loads of water (and then use our garden hose) and replacing chemicals to refill pool after the new wall and liner have been replaced in the fall. He assured me that the small deck we are building would not be a problem. I appreciate Watson's making this matter right again after the many problems we incurred to deliver and install.
Regards,
[redacted]
Sorry for the issues with the pool install. We are scheduled to pick up the pool on Wednesday 6/29/16 and Adam S. is contacting to put the yard back. thanks [redacted]
Regal Home Improvement is scheduled to complete the job on January 15, 2016.