Gorilla Islands

Initial Business Response / [redacted] (1000, 5, 2015/05/14) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com May 13, Revdex.com Case # XXXXXXXX To whom it may concern; I am responding to the complaint referenced above and have attached supporting documentation On March 21, we entered into a contract with [redacted] for a "Showroom large fireplace w/TV Screen"We received an initial deposit in the amount of $via credit card to hold the fireplace on March 21, (SEE SIGNED PURCHASE AGREEMENT + SIGNED TERMS AND CONDITIONS)The customer dated the purchase agreement March 26, 2014, which is incorrectThe date on the credit card receipt reflects March 21, The customer indicated that she would pay off the fireplace in full within weeksInstead, the following took place: April 20, I emailed her requesting the balance as she had promised April 22, Left a voice message requesting the same April Customer made a partial payment in the amount of $via credit card May I emailed information for an outside financing company so she could pay off the balanceShe did not reply May Left a voice message about outstanding balance May Customer made a partial payment in the amount of $via credit card and I emailed a copy of the credit card payments and noted the new balance due June Customer made a partial payment in the amount of $via credit card June I emailed copy of credit card receipt and indicated new balance due August Left a voice message regarding outstanding balance August Left another message regarding outstanding balance and notified customer I had another customer that was interested in purchasing the fireplaceI asked if she would like her money back since so much time had passed since she had made a payment August I emailed customer requesting payment in full again to which she responded that she had forgotten and would make a payment in September Sept I emailed an updated balance to customer Sept I emailed customer to request balance to be paid Sept I emailed customer requesting she call in final balance same day Sept Left a message for customer regarding balance due Sept Left a message for customer regarding balance due Sept Customer made final payment via credit card Oct Fireplace was delivered after determining access to customers yard and customer signed off indicating she received items listed, which were the same items listed on her contract(SEE ATTACHED "SIGN OFF") A log set was never included nor implied on the purchase agreementAnd it was never implied that the fireplace was for wood burning I did not charge the customer for the multiple incidental credit card charges we incurred as a result of her decision to use us as a finance company rather than to keep her word and pay in full as originally agreed More than two months after delivery the customer contacted us detailing her experience with the smokeAfter doing research, I learned it was a vent free fire box and therefore is designed for use with natural gas or liquid propaneIn order to burn wood, it would need to be ventedIt was about this time I learned the customer wanted a wood burning fireplace As an owner, I wanted to make the customer happy and provide an alternative solution and suggested fire logs or fire glass at costWe agreed on fire glassI proceeded to order the glass and burnerBecause she is using propane, a safety pilot kit is required with the burnerI failed to calculate the correct size of the burner in conjunction with the safety pilot kit in the space for her fireplace I found it very difficult to find someone to drive from our showroom in Corona to El Cajon, miles awayWe did have appointments set, but each time the installer would call and cancel or no show I hired an installer to deliver the fire glass, burner (which includes sand) as well as the hoses, connections & key valveHe installed the key valve and realized as he started to install the burner unit that it was too big for the fire box areaHe called me and I suggested he leave the glass and sand and return the burner unit so I could exchange it for a smaller versionI spoke with the customer and explained what happenedWe agreed that I would drop ship a smaller burner to her and I would not charge her for the fire glass, new burner, hoses, connection & key valve which has a retail value of at least $I also paid the installer that delivered the items at no cost to the customer Customer was dissatisfied with the timeframe and how things had transpired and wanted to return the fireplace with a full refundI explained that if the company granted a refund it would be after inspection, less 30% re-stocking fee and freight per our contractShe asked for a copy of her purchase agreement and I provided it via email She also requested a copy of the product warranty, which I submitted right away via email Yesterday we received notification that she filed a complaint with your agency In the same day, the customer called twice to talk to my Husband, [redacted] to which he returned her phone call and discussed dates of availability to finalize the business at hand...installation of a free burner at no expense to the customer Today, we received another email from the customer, citing nonsense to which she cc'd Revdex.com and FTC I request you review the documentation I'm submitting Nothing on our Purchase Agreement suggests a "fireplace that could burn fire logs" Our contract clearly states "All Sales are final & deposits are non-refundable after hours" Our Terms and Conditions cite, "In the event a refund is granted by the company, the refund will be les 30%..." At the time of delivery, the customer signed off that she received: (1) 8' x 49" wide fireplace w/access door "as is" The customer's signature reflects her acceptance of goods sold, My answer to this complaint is that our company is inclined to refund her money, less: 30% Re-Stocking Fee Wholesale cost of fire glass, sand, hoses, connections & key valve Labor for Installation Freight Additional loss revealed upon final inspection of the fireplace Your review and consideration are absolutely appreciatedIf you have any questions, please feel free to reach me via email or cell phone, both of which I have listed in this response Kindest Regards, [redacted] Gorilla Islands Owner

Initial Business Response /* (1000, 5, 2015/06/28) */
6/27/
This is in response to complaint from *** ***
Customer initially came into our showroom looking for a replacement grill for their existing islandHowever, the style & cut outs of the grill they required is no longer
availableWe discussed building an island for themThey made it clear they wanted something very simple and could not afford to spend too much moneyThey needed to cover the area of the existing island, so we needed to build an island that was at least 8' 2" long
In an effort to help stay within their budget, we cut our costs back to build the island, offered deep discounts on all equipment, made several upgrades at no charge and suggested they could save money by purchasing their sink, faucet & refrigerator
We went out of our way to help the ***'s get everything they could for their budgetIn fact, the island, upgrades, equipment and bar stools should have cost $They paid $
We built a beautiful custom island with upgraded tile, upgraded stucco and added a beautiful paradise sceneThe customer agrees the island is beautiful and they are very impressed with our construction
The grill they ordered was a newer product and we did not receive the grill until after the island was builtWe miscalculated the grill size and as a result, had the incorrect cut outs
Since we pride ourselves in customer service, we offered to build them an entirely new island and they agreedWe picked up the island and returned it to our factory
When the ***'s came to discuss the second island, they complained that the opening too small for their plumber to connect the sink, drain, etcI offered larger doors for ease of access and they were very happyAgain, in an effort to provide the best customer service, I did not charge for this upgrade
The ***'s were eager to get the grill and kept pushing for a second delivery date(In fact, they both sent me multiple text messages and voice mail messages to the point of harassing meMy phone would be so consumed with their messages; I could barely take care of my other customersI really do pride myself in customer service, but I am only one personIf I didn't call or respond within minutes, the next message would come through, etc.)
We delivered the second islandThe customer had concerns, so *** and two of our framers went to the *** home to address themUpon arrival, the grill was completely torn apartIt took nearly minutes to put it back together
The customer had the following concerns:
Replace base of bar stool
Replace a knob on the grill
Provide a vaporizer panel
Assess the opening to the rear of the grill
*** said he would provide the necessary parts and look into the opening behind the grillWhen we had all of the parts, *** asked Sue to coordinate the delivery of the first three items with Jason *** for Wednesday, 6/17/at 10:am*** provides a "daily activity" report at the end of each day and her report for Tuesday 6/16/clearly states that she that she did in fact discuss delivery of the first items and discussed that the opening to the rear of the grill would need to be addressed at later dateAs she understood, *** was fine and he understood that we are in season and very busyThis was emailed to me prior to any confrontation and is dated accordingly*** is telling the truth about her conversation with ***
Wednesday morning, I called *** to let her know I was coming back from San Diego and the delivery of the items would be delayed as they were in my office, which was locked and there was no way to access itIn our conversation, I mentioned that the area behind the grill would be addressed at a later date and *** had discussed this with *** the day before and he approved*** said that was not the case and stated she would not use the island until ALL items were resolvedShe was very rude, demanding and insisted she did NOT want us to deliver anything unless we could address all concerns at the same time
When we returned to the showroom, it was full of customersWhen I did not immediately return ***'s voicemail, she began calling and texting my cell phone and then the called the officeWhen she called the office, she was screaming so loud at *** I could hear her from across the showroom*** very politely explained that she doesn't deserve to be mistreated and asked her to call back when she was calm
*** drove to our showroom and made it in record time considering the distance she traveledShe walked in our showroom red in the face and looked like she was ready to explodeWe had customers and asked her to calm downWhen we tried to speak she yelled louder and pointed her fingers at all of usShe was out of control and shakingI explained we had the three items and could address the 4th at a later dateHer behavior continued and made our customers very uncomfortableShe didn't care if she interrupted our business or upset our customers
Ultimately, we asked her to leave our showroomIn response to her defamatory remarks to all of us, I did state that, "My Mother taught me that if you don't have something nice to say, not to say anything at all." I was hoping she would calm down since she had her son with her and was setting a very poor example
*** was given the base to her chair, the knob for the grill and the vaporizer panelAs we escorted her to the door, she proceeded to scream on her way out and said she was going to file a complaint the Revdex.com and Yelp
That was our last conversation or interaction
At this point we have fulfilled our contractual agreementThe customer has everything we agreed to provide and we have satisfied their request, "complete the job in its entirety"
The request to repair the grill is erroneousThe grill works perfectly fine and has no defectsThe customer wants to close the gap in the back of the grill, not repair itIn reviewing the manufacturer's specifications, it is clear they require .75" rear ventilation clearanceSo we built it the island in accordance with our manufacturer's specificationsWe will not modify the cut out as it will void the manufacturer's warranty
We make a conscious effort to take excellent care of our customersHowever, we do reserve the right to be treated with decencyIn this case, we made mistakes and have rectified all issues
I can provide pictures of the island, a copy of our Daily Log from *** and the email from our manufacturer's representative confirming the cut out requirementI can also provide copies of ALL text messages and transcribed voice messages that were delivered to me from the ***'sIt is just short of harassment to the point I am considering obtaining a restraining order
Your cooperation in reviewing this matter is greatly appreciatedI look forward to receiving your response and closing this complaint
Kindest Regards,
*** ***
Owner
Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Gorilla Islands response is predictable and almost comicalPerhaps a little education on the term defamatory is neededIt's not defamation if it's the truthThat being said, our calls and texts to *** were due to no follow up, no communication on their part (which was discussed with *** and I thought resolved when she solicited feedback from me on what they could do to improve their service) and many missed appointments/delays that resulted in missed time from work and a cancelled field trip to Magic Mountain for our kids and their friends for and end of the school year celebration which didn't happen because we were waiting for a delivery that never occurredOur calls were not "harassment"They were follow up calls as a result of no communication and many broken promises on their part
On the day of delivery, they finally returned our calls a couple hours later to advise that their delivery person was booked and couldn't deliver until laterWe decided to go to the store to find out what was really going on and low and behold, our BBQ wasn't even finishedIt was still being manufactured and definitely not out for delivery but no one thought to call us and let us know***'s explanation the next day was that his guy left it unfinished the night before and didn't resume production until the following dayNo one bothered to call us to advise us of thisI'm curious what the "daily activity report" stated thenIt was many instances of this type of lack of communication/poor customer service which prompted our calls to find out the status of our BBQ islandIt's these calls that *** refers to as "harassment"Perhaps she should have communicated better and provided good customer service so we wouldn't have needed to call
Now after the BBQ was delivered and grill installed improperly, *** notified them that there were no (required) brackets used in the installation of the grillThey tried saying that they weren't needed when it was clear the instructions stated they were and *** sent them a copy of the instructions that showed they were requiredThey left the brackets on our patio chair on our front porch for my husband to install themAgain, we didn't pay for my husband to install the grillWe paid for Gorilla Islands to install the BBQ island and grill in its entiretyThe next morning, my husband decided to fix it himselfHe was tired of waiting and the comedy of errors that led up to this pointHe's an engineer by trade and more than capable of doing the work only we didn't pay to do the work ourselvesAfter watching my husband take apart a BBQ grill that wasn't installed correctly and getting frustrated that he shouldn't be spending his Saturday morning dealing with this, I called *** to see when they were going to come to correct it*** stated he would come out with a helperAbout an hour later, there was a knock on the door from the installer who had installed it incorrectly the previous dayWe didn't let him in as it was obvious he didn't know what he was doing the day before and I'm sure not much had changed in a dayI called *** to let her know that *** stated he was coming out with another helper and that the old helper showed up insteadShe stated that *** was on his way and she claimed to have told the old helper that he didn't need to come byShe was surprised that he was thereAnother apparent lack of communication....This time with her own helperWe sent the old helper away and *** did eventually show upHe stated he was going to fire the other installer because he didn't know what he was doing and shouldn't be bringing his kids to job sites(That helper showed up to install the grill with kids in tow) His new installers weren't much better as my husband had to coach them through the installation and one of them broke a *** on the grill while just trying to put it on*** was impressed with my husband and even commented that Jason knew his stuff and asked if he was one of those kids who used to take things apart and put them back together when he was youngerOnce the grill was installed, *** noticed the big gap and the unsightly holes his installers had cut into the tile and asked his helper "What's this? This shouldn't be this wayWe need to fix thisIt doesn't look good." He assured us it would be fixedIn the meantime, they cut a trim piece from the old BBQ grill that we had from years ago and used that as a trim piece "temporarily"It's old and doesn't match but it worked for the moment"Temporarily" turned into permanently as the trim was never fixed
When their assurance that everything would be taken care of (this time on a day I had cancelled a trip to the beach with the kids so that I could be home for the appointment), another broken appointment came and went and another voicemail and text went unanswered, I decided to go to the store with my year old sonTheir store was emptyThe only people there were ***, Sue, *** and another male who looked to be a helperAfter many excuses given and no answers from them as to why nothing was resolved, they resorted to telling us to leave*** started approaching my son, who hadn't said a word, in a threatening mannerWe started to leave*** followed us and made disparaging comments while my son and I walked out of the storeAfterwards, my son told me that he thought *** was going to hit him
Since that day we have not had any communication with themMy husband has taken it upon himself to fix the BBQ and complete the job that Gorilla Islands was paid to doWe want nothing more to do with these people***'s comment of "considering a restraining order" is laughable as by her own admission in her response, there's been no communication with them since stating "that was our last conversation or interaction"Perhaps a failed attempt at self flattery? The ironic thing is I have documented communication from *** saying how "pleasant" we've always been to deal withBoth *** and *** referred to us as "the nice ones"*** stated on numerous occasions how her other customers were so mean and referred to many customer interactions as "nightmares"So it's apparent we're not alone in our experience as evidenced by many negative Yelp reviews from other customers and one specific customer's Yelp review which stated that she had to hire another contractor to finish the jobThe adages "nice guys finish last" and "if you want something done right, you have to do it yourself" certainly apply hereTheir response is not satisfactory
Note: I have attached photos in a separate email to Revdex.com as I was not able to attach them here
Final Business Response /* (4000, 12, 2015/07/08) */
***Document Attached***

Initial Business Response /* (1000, 5, 2015/05/14) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
May 13, 2015
Revdex.com Case # XXXXXXXX
To whom it may concern;
I am responding to the complaint referenced above and have...

attached supporting documentation.
On March 21, 2014 we entered into a contract with [redacted] for a "Showroom large fireplace w/TV Screen". We received an initial deposit in the amount of $1000 via credit card to hold the fireplace on March 21, 2014. (SEE SIGNED PURCHASE AGREEMENT + SIGNED TERMS AND CONDITIONS). The customer dated the purchase agreement March 26, 2014, which is incorrect. The date on the credit card receipt reflects March 21, 2014.
The customer indicated that she would pay off the fireplace in full within 3 weeks. Instead, the following took place:
1. April 20, 2014 I emailed her requesting the balance as she had promised.
2. April 22, Left a voice message requesting the same.
3. April 24 Customer made a partial payment in the amount of $1000 via credit card.
4. May 17 I emailed information for an outside financing company so she could pay off the balance. She did not reply.
5. May 25 Left a voice message about outstanding balance.
6. May 28 Customer made a partial payment in the amount of $1000 via credit card and I emailed a copy of the credit card payments and noted the new balance due.
7. June 7 Customer made a partial payment in the amount of $900 via credit card.
8. June 13 I emailed copy of credit card receipt and indicated new balance due.
9. August 2 Left a voice message regarding outstanding balance.
10. August 12 Left another message regarding outstanding balance and notified customer I had another customer that was interested in purchasing the fireplace. I asked if she would like her money back since so much time had passed since she had made a payment.
11. August 31 I emailed customer requesting payment in full again to which she responded that she had forgotten and would make a payment in September.
12. Sept 1 I emailed an updated balance to customer.
13. Sept 17 I emailed customer to request balance to be paid.
14. Sept 26 I emailed customer requesting she call in final balance same day.
15. Sept 26 Left a message for customer regarding balance due.
16. Sept 27 Left a message for customer regarding balance due.
17. Sept 30 Customer made final payment via credit card.
18. Oct 16 Fireplace was delivered after determining access to customers yard and customer signed off indicating she received items listed, which were the same items listed on her contract. (SEE ATTACHED "SIGN OFF")
A log set was never included nor implied on the purchase agreement. And it was never implied that the fireplace was for wood burning.
I did not charge the customer for the multiple incidental credit card charges we incurred as a result of her decision to use us as a finance company rather than to keep her word and pay in full as originally agreed.
More than two months after delivery the customer contacted us detailing her experience with the smoke. After doing research, I learned it was a vent free fire box and therefore is designed for use with natural gas or liquid propane. In order to burn wood, it would need to be vented. It was about this time I learned the customer wanted a wood burning fireplace.
As an owner, I wanted to make the customer happy and provide an alternative solution and suggested fire logs or fire glass at cost. We agreed on fire glass. I proceeded to order the glass and burner. Because she is using propane, a safety pilot kit is required with the burner. I failed to calculate the correct size of the burner in conjunction with the safety pilot kit in the space for her fireplace.
I found it very difficult to find someone to drive from our showroom in Corona to El Cajon, 114 miles away. We did have appointments set, but each time the installer would call and cancel or no show.
I hired an installer to deliver the fire glass, burner (which includes sand) as well as the hoses, connections & key valve. He installed the key valve and realized as he started to install the burner unit that it was too big for the fire box area. He called me and I suggested he leave the glass and sand and return the burner unit so I could exchange it for a smaller version. I spoke with the customer and explained what happened. We agreed that I would drop ship a smaller burner to her and I would not charge her for the fire glass, new burner, hoses, connection & key valve which has a retail value of at least $779. I also paid the installer that delivered the items at no cost to the customer.
Customer was dissatisfied with the timeframe and how things had transpired and wanted to return the fireplace with a full refund. I explained that if the company granted a refund it would be after inspection, less 30% re-stocking fee and freight per our contract. She asked for a copy of her purchase agreement and I provided it via email.
She also requested a copy of the product warranty, which I submitted right away via email.
Yesterday we received notification that she filed a complaint with your agency.
In the same day, the customer called twice to talk to my Husband, [redacted] to which he returned her phone call and discussed dates of availability to finalize the business at hand...installation of a free burner at no expense to the customer.
Today, we received another email from the customer, citing nonsense to which she cc'd Revdex.com and FTC.
I request you review the documentation I'm submitting.
Nothing on our Purchase Agreement suggests a "fireplace that could burn fire logs".
Our contract clearly states "All Sales are final & deposits are non-refundable after 72 hours".
Our Terms and Conditions cite, "In the event a refund is granted by the company, the refund will be les 30%..."
At the time of delivery, the customer signed off that she received:
(1) 8' x 49" wide fireplace w/access door "as is".
The customer's signature reflects her acceptance of goods sold,
My answer to this complaint is that our company is inclined to refund her money, less:
1. 30% Re-Stocking Fee
2. Wholesale cost of fire glass, sand, hoses, connections & key valve.
3. Labor for Installation
4. Freight
5. Additional loss revealed upon final inspection of the fireplace.
Your review and consideration are absolutely appreciated. If you have any questions, please feel free to reach me via email or cell phone, both of which I have listed in this response.
Kindest Regards,
[redacted]
Gorilla Islands
Owner