Ground Zero Shelters, Co is not the warranty holder on the [redacted] 's shelterThe warranty company has been contacted and according to their records the shelter has been worked on, on June 26th and Feb8th the same day as the complaint was filedI spoke with Mr [redacted] on Feb10th and he stated that the shelter is still leakingWe are working with the warranty company to replace Mr [redacted] 's shelterIt is scheduled for replacement on Feb18th weather permitting
Initial Business Response / [redacted] (1000, 17, 2015/09/09) */ Mr [redacted] 's shelter was installed July 25th, He had a leak three months after the installation the manufacturing company went out and fixed that leakThis is a year manufacturing warranty with the company we purchase our concrete shelters fromIf we receive a warranty request at Ground Zero for a concrete shelter directly, we do two things: 1) We take all the customer's information and warranty issue and email to the warranty company2) We give the customer the manufacturing warranty company's contact informationWe are sorry that the warranty company did not respond to Mr [redacted] 's issues in the time frame that he would have likedFollowing is the record we have and what Ground Zero has done to go above and beyond doing for Mr [redacted] even though the warranty doesn't fall under our contractWe did not have any reports from Mr [redacted] until he came to the office June 1, about his shelter leakingWe gave the report to the manufacturing company that day and they said they would go by and see what the problems wereWe did not hear anything from Mror Mrs [redacted] until June 23, Mr [redacted] called and said that no one had been by to look at his shelter yetAnd that he had filed a complaint with the Revdex.com on July 10, We sent the manufacturing company GM to Mr [redacted] 's officeThey met and came up with a solution agreeable to both parties on July 28, We have not heard anything back from Mr [redacted] since that date
Initial Business Response / [redacted] (1000, 17, 2015/09/09) */ In our contracts it states that the customer is responsible for purchasing their own permits and sending us the permit informationIn Mr***'s case he had already sent the permit information to the city of Arlington and was informed that Ground Zero needed to be the one to request the permitWe then sent off the needed paperwork for the permit and worked with Mr [redacted] for him to go by and pick up the permitMr [redacted] was given the June 4th install date on May 15th, and had plenty of time to follow up on the permitOur office stayed in contact with him and the Arlington City office trying to get the permit issued after the Arlington office assured us and Mr [redacted] that the permit would be ready at a.mon June 4thPrior to us coming to install Mr***'s shelter he signed the agreement that stated he would pay the $trip charge if the shelter could not be installed after we showed upHe was also emailed to which he responded to that there would be additional fees for any work time that we were there over hours at $120/hourWe were on site from a.mto p.mWe waited at Mr***'s home with over $160,worth of equipment and two workers, waiting on him to pick up the permit so that we could begin workHe never produced the permit until 4:p.mand there for we were out the money of paying the crew and the equipment time for the whole dayWhen we called to set up the concrete to be delivered we were informed that there would be additional fees for late hour pourMr [redacted] was told that there was an additional $for the concrete to be poured late on June 4th, he refused to pay and then everything was put on holdMr [redacted] called our office and argued that he wasn't going to pay neither a trip charge if we didn't install the shelter that day or an extra fee from the concrete companyHe then cancelled the installation and refused to pay anything extraHe continued to call and request that we install his shelter but refused to pay our crew that was there the trip chargeSo, we refunded his money to him and declined to install a shelter for him
Initial Business Response /* (1000, 17, 2015/09/09) */
Our manufacturing company went out on the very same day that the complaint was filed, before we ever knew there was a complaint, and resolved the issues with the shelter with Mrs***She stated she is very happy with her shelter now and
has no further complaint
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,
*** ***
Initial Business Response /* (1000, 5, 2015/08/27) */
*** *** contacted Ground Zero in May to say that his shelter was leakingWe called the warranty company for himReported the leak to the warranty companyAccording to *** *** the warranty company general manager called her and she
sent him pictures of her shelter in JuneShe called us again in June because the warranty company was not returning her phone calls and had not come out to fix her shelterWe reported it again to the warranty companyThe warranty company went out and fixed their shelter in JuneMr*** called back again in June and wanted to know when the warranty company was coming back out to fix it again because it was leaking againWe sent the report back to the warranty company again even though Mrand MrsPark both knew that we were not the warranty company and had the warranty company's name and numberThree days later Mr*** called us again and started threatening us with social media, attorneys, and filing with the Revdex.comWe again contacted the Warranty Company to get them to go out to fix the ***' shelterThe *** did blast Ground Zero and made derogatory comments on social media, they did report us to the Revdex.com*** *** called in June and spoke to Ground Zero owner *** ***Again we reported this to the warranty companyIn August, *** *** called the Ground Zero General Manager and talked to her about the situationShe told Mrs*** that she would try to see what she could do about getting someone there as soon as possibleBut Mrs*** kept yelling at her and threatening Ground Zero with lawsuits and social media and television and Revdex.comGround Zero general manager told her that she would call her by 5:p.mwith an answerMrs*** rudely hung up on herGround Zero manager then called the warranty company's GM and asked about when he was going to go by thereHe told her that he would go himself and be there within minutesHe went to the ***' home within the hour and fixed her shelter on the Aug24thWe called the warranty company's GM to verify that he went out there that day and fixed it, he said he did and that they were very happy and glad that he was there and came to fix itThen we get a notification from the Revdex.com that Mrs*** filed a complaint against Ground Zero and is still blasting Ground Zero on social media after we went above and beyond to try and get their shelter fixed for themWe have installed over 60,shelters and only have less than a dozen complaints out of those installations and Mrand Mrs*** just happens to be one of those fewWe believe there are some people in the world that will always be unhappy and this couple happens to be two of them
Initial Business Response /* (1000, 8, 2015/11/24) */
In the case #XXXXXXXX, *** ***, she signed the agreement that states, "The semi must be able to backup on solid ground, to the shelter locationKeep in mind the weight of the shelter alone is over 14,lbs plus the weight of the truck
If the ground is not solid and our truck gets stuck a wrecker fee could be necessary, at the homeowner's expenseWe are not responsible for damages to: Sidewalks, sprinklers, curbs, shrubs, flowers, RUTS IN YARD, septic tanks, septic tank lines, driveways, landscaping etc."
It is clear that the tinhorn was part of the driveway and therefore Ground Zero Shelters, Cois not responsible for fixing it
We apologize if Mrs*** thought our office staff was rudeBut there were three people in the office while she was on the phone and not one of them said that *** was unpleasantShe even apologized to Mrs*** because she was losing her voiceAnd *** did not say that the semi company was a part of Ground Zero Shelters, Co, she said that they were our sister companyBut that they were their own company
And to address her final statement about "other ways to get on and off of the property", there are no notes or directions on using any other way to enter and exit the property then the ones that were on the original sales agreement
Furthermore it is our understanding that RN Concrete came back and fixed the tinhorn even though the sales agreement states that we do not take responsibility for damages to drivewaysMrs***'s problem was fixed so we are unclear as to what else she wanted from our company or RN Concrete?
We drive on hundreds of culverts everyday and have no issues what so ever
Initial Consumer Rebuttal /* (2000, 10, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This complaint was filed before a resolution could be made with Ground ZeroRN Concrete has been out to the property and made the necessary repairs which we are satisfied withMy hope for the future is that your company would have some compassion and understanding for any customer who is having to deal with damage to their property because of your company, instead of accusing them of lying or fabricating the truth
Initial Business Response /* (1000, 17, 2015/09/09) */
Mr. [redacted]'s shelter was installed July 25th, 2014. He had a leak three months after the installation the manufacturing company went out and fixed that leak. This is a 10 year manufacturing warranty with the company we purchase our concrete...
shelters from. If we receive a warranty request at Ground Zero for a concrete shelter directly, we do two things: 1) We take all the customer's information and warranty issue and email to the warranty company. 2) We give the customer the manufacturing warranty company's contact information. We are sorry that the warranty company did not respond to Mr. [redacted]'s issues in the time frame that he would have liked. Following is the record we have and what Ground Zero has done to go above and beyond doing for Mr. [redacted] even though the warranty doesn't fall under our contract. We did not have any reports from Mr. [redacted] until he came to the office June 1, 2015 about his shelter leaking. We gave the report to the manufacturing company that day and they said they would go by and see what the problems were. We did not hear anything from Mr. or Mrs. [redacted] until June 23, 2015. Mr. [redacted] called and said that no one had been by to look at his shelter yet. And that he had filed a complaint with the Revdex.com on July 10, 2015. We sent the manufacturing company GM to Mr. [redacted]'s office. They met and came up with a solution agreeable to both parties on July 28, 2015. We have not heard anything back from Mr. [redacted] since that date.
Ground Zero Shelters, Co is not the warranty holder on the [redacted]'s shelter. The warranty company has been contacted and according to their records the shelter has been worked on, on June 26th and Feb. 8th the same day as the complaint was filed. I spoke with Mr. [redacted] on Feb. 10th and he stated...
that the shelter is still leaking. We are working with the warranty company to replace Mr. [redacted]'s shelter. It is scheduled for replacement on Feb. 18th weather permitting.
Initial Business Response /* (1000, 17, 2015/09/09) */
In our contracts it states that the customer is responsible for purchasing their own permits and sending us the permit information. In Mr. [redacted]'s case he had already sent the permit information to the city of Arlington and was informed that...
Ground Zero needed to be the one to request the permit. We then sent off the needed paperwork for the permit and worked with Mr. [redacted] for him to go by and pick up the permit. Mr. [redacted] was given the June 4th install date on May 15th, 2015 and had plenty of time to follow up on the permit. Our office stayed in contact with him and the Arlington City office trying to get the permit issued after the Arlington office assured us and Mr. [redacted] that the permit would be ready at 11 a.m. on June 4th. Prior to us coming to install Mr. [redacted]'s shelter he signed the agreement that stated he would pay the $250 trip charge if the shelter could not be installed after we showed up. He was also emailed to which he responded to that there would be additional fees for any work time that we were there over 5 hours at $120/hour. We were on site from 10 a.m. to 5 p.m. We waited at Mr. [redacted]'s home with over $160,000 worth of equipment and two workers, waiting on him to pick up the permit so that we could begin work. He never produced the permit until 4:30 p.m. and there for we were out the money of paying the crew and the equipment time for the whole day. When we called to set up the concrete to be delivered we were informed that there would be additional fees for late hour pour. Mr. [redacted] was told that there was an additional $450 for the concrete to be poured late on June 4th, he refused to pay and then everything was put on hold. Mr. [redacted] called our office and argued that he wasn't going to pay neither a trip charge if we didn't install the shelter that day or an extra fee from the concrete company. He then cancelled the installation and refused to pay anything extra. He continued to call and request that we install his shelter but refused to pay our crew that was there the trip charge. So, we refunded his money to him and declined to install a shelter for him.
Ground Zero Shelters, Co is not the warranty holder on the [redacted] 's shelterThe warranty company has been contacted and according to their records the shelter has been worked on, on June 26th and Feb8th the same day as the complaint was filedI spoke with Mr [redacted] on Feb10th and he stated that the shelter is still leakingWe are working with the warranty company to replace Mr [redacted] 's shelterIt is scheduled for replacement on Feb18th weather permitting
Initial Business Response / [redacted] (1000, 17, 2015/09/09) */ Mr [redacted] 's shelter was installed July 25th, He had a leak three months after the installation the manufacturing company went out and fixed that leakThis is a year manufacturing warranty with the company we purchase our concrete shelters fromIf we receive a warranty request at Ground Zero for a concrete shelter directly, we do two things: 1) We take all the customer's information and warranty issue and email to the warranty company2) We give the customer the manufacturing warranty company's contact informationWe are sorry that the warranty company did not respond to Mr [redacted] 's issues in the time frame that he would have likedFollowing is the record we have and what Ground Zero has done to go above and beyond doing for Mr [redacted] even though the warranty doesn't fall under our contractWe did not have any reports from Mr [redacted] until he came to the office June 1, about his shelter leakingWe gave the report to the manufacturing company that day and they said they would go by and see what the problems wereWe did not hear anything from Mror Mrs [redacted] until June 23, Mr [redacted] called and said that no one had been by to look at his shelter yetAnd that he had filed a complaint with the Revdex.com on July 10, We sent the manufacturing company GM to Mr [redacted] 's officeThey met and came up with a solution agreeable to both parties on July 28, We have not heard anything back from Mr [redacted] since that date
Initial Business Response / [redacted] (1000, 17, 2015/09/09) */ In our contracts it states that the customer is responsible for purchasing their own permits and sending us the permit informationIn Mr***'s case he had already sent the permit information to the city of Arlington and was informed that Ground Zero needed to be the one to request the permitWe then sent off the needed paperwork for the permit and worked with Mr [redacted] for him to go by and pick up the permitMr [redacted] was given the June 4th install date on May 15th, and had plenty of time to follow up on the permitOur office stayed in contact with him and the Arlington City office trying to get the permit issued after the Arlington office assured us and Mr [redacted] that the permit would be ready at a.mon June 4thPrior to us coming to install Mr***'s shelter he signed the agreement that stated he would pay the $trip charge if the shelter could not be installed after we showed upHe was also emailed to which he responded to that there would be additional fees for any work time that we were there over hours at $120/hourWe were on site from a.mto p.mWe waited at Mr***'s home with over $160,worth of equipment and two workers, waiting on him to pick up the permit so that we could begin workHe never produced the permit until 4:p.mand there for we were out the money of paying the crew and the equipment time for the whole dayWhen we called to set up the concrete to be delivered we were informed that there would be additional fees for late hour pourMr [redacted] was told that there was an additional $for the concrete to be poured late on June 4th, he refused to pay and then everything was put on holdMr [redacted] called our office and argued that he wasn't going to pay neither a trip charge if we didn't install the shelter that day or an extra fee from the concrete companyHe then cancelled the installation and refused to pay anything extraHe continued to call and request that we install his shelter but refused to pay our crew that was there the trip chargeSo, we refunded his money to him and declined to install a shelter for him
Initial Business Response /* (1000, 17, 2015/09/09) */
Our manufacturing company went out on the very same day that the complaint was filed, before we ever knew there was a complaint, and resolved the issues with the shelter with Mrs***She stated she is very happy with her shelter now and
has no further complaint
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,
*** ***
Initial Business Response /* (1000, 5, 2015/08/27) */
*** *** contacted Ground Zero in May to say that his shelter was leakingWe called the warranty company for himReported the leak to the warranty companyAccording to *** *** the warranty company general manager called her and she
sent him pictures of her shelter in JuneShe called us again in June because the warranty company was not returning her phone calls and had not come out to fix her shelterWe reported it again to the warranty companyThe warranty company went out and fixed their shelter in JuneMr*** called back again in June and wanted to know when the warranty company was coming back out to fix it again because it was leaking againWe sent the report back to the warranty company again even though Mrand MrsPark both knew that we were not the warranty company and had the warranty company's name and numberThree days later Mr*** called us again and started threatening us with social media, attorneys, and filing with the Revdex.comWe again contacted the Warranty Company to get them to go out to fix the ***' shelterThe *** did blast Ground Zero and made derogatory comments on social media, they did report us to the Revdex.com*** *** called in June and spoke to Ground Zero owner *** ***Again we reported this to the warranty companyIn August, *** *** called the Ground Zero General Manager and talked to her about the situationShe told Mrs*** that she would try to see what she could do about getting someone there as soon as possibleBut Mrs*** kept yelling at her and threatening Ground Zero with lawsuits and social media and television and Revdex.comGround Zero general manager told her that she would call her by 5:p.mwith an answerMrs*** rudely hung up on herGround Zero manager then called the warranty company's GM and asked about when he was going to go by thereHe told her that he would go himself and be there within minutesHe went to the ***' home within the hour and fixed her shelter on the Aug24thWe called the warranty company's GM to verify that he went out there that day and fixed it, he said he did and that they were very happy and glad that he was there and came to fix itThen we get a notification from the Revdex.com that Mrs*** filed a complaint against Ground Zero and is still blasting Ground Zero on social media after we went above and beyond to try and get their shelter fixed for themWe have installed over 60,shelters and only have less than a dozen complaints out of those installations and Mrand Mrs*** just happens to be one of those fewWe believe there are some people in the world that will always be unhappy and this couple happens to be two of them
Final Consumer Response /* (2000, 8, 2015/08/26) */
Good morning
Ground Zero has responded to my complaint satisfactory
*** ***
Initial Business Response /* (1000, 8, 2015/11/24) */
In the case #XXXXXXXX, *** ***, she signed the agreement that states, "The semi must be able to backup on solid ground, to the shelter locationKeep in mind the weight of the shelter alone is over 14,lbs plus the weight of the truck
If the ground is not solid and our truck gets stuck a wrecker fee could be necessary, at the homeowner's expenseWe are not responsible for damages to: Sidewalks, sprinklers, curbs, shrubs, flowers, RUTS IN YARD, septic tanks, septic tank lines, driveways, landscaping etc."
It is clear that the tinhorn was part of the driveway and therefore Ground Zero Shelters, Cois not responsible for fixing it
We apologize if Mrs*** thought our office staff was rudeBut there were three people in the office while she was on the phone and not one of them said that *** was unpleasantShe even apologized to Mrs*** because she was losing her voiceAnd *** did not say that the semi company was a part of Ground Zero Shelters, Co, she said that they were our sister companyBut that they were their own company
And to address her final statement about "other ways to get on and off of the property", there are no notes or directions on using any other way to enter and exit the property then the ones that were on the original sales agreement
Furthermore it is our understanding that RN Concrete came back and fixed the tinhorn even though the sales agreement states that we do not take responsibility for damages to drivewaysMrs***'s problem was fixed so we are unclear as to what else she wanted from our company or RN Concrete?
We drive on hundreds of culverts everyday and have no issues what so ever
Initial Consumer Rebuttal /* (2000, 10, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This complaint was filed before a resolution could be made with Ground ZeroRN Concrete has been out to the property and made the necessary repairs which we are satisfied withMy hope for the future is that your company would have some compassion and understanding for any customer who is having to deal with damage to their property because of your company, instead of accusing them of lying or fabricating the truth
Initial Business Response /* (1000, 17, 2015/09/09) */
Mr. [redacted]'s shelter was installed July 25th, 2014. He had a leak three months after the installation the manufacturing company went out and fixed that leak. This is a 10 year manufacturing warranty with the company we purchase our concrete...
shelters from. If we receive a warranty request at Ground Zero for a concrete shelter directly, we do two things: 1) We take all the customer's information and warranty issue and email to the warranty company. 2) We give the customer the manufacturing warranty company's contact information. We are sorry that the warranty company did not respond to Mr. [redacted]'s issues in the time frame that he would have liked. Following is the record we have and what Ground Zero has done to go above and beyond doing for Mr. [redacted] even though the warranty doesn't fall under our contract. We did not have any reports from Mr. [redacted] until he came to the office June 1, 2015 about his shelter leaking. We gave the report to the manufacturing company that day and they said they would go by and see what the problems were. We did not hear anything from Mr. or Mrs. [redacted] until June 23, 2015. Mr. [redacted] called and said that no one had been by to look at his shelter yet. And that he had filed a complaint with the Revdex.com on July 10, 2015. We sent the manufacturing company GM to Mr. [redacted]'s office. They met and came up with a solution agreeable to both parties on July 28, 2015. We have not heard anything back from Mr. [redacted] since that date.
Ground Zero Shelters, Co is not the warranty holder on the [redacted]'s shelter. The warranty company has been contacted and according to their records the shelter has been worked on, on June 26th and Feb. 8th the same day as the complaint was filed. I spoke with Mr. [redacted] on Feb. 10th and he stated...
that the shelter is still leaking. We are working with the warranty company to replace Mr. [redacted]'s shelter. It is scheduled for replacement on Feb. 18th weather permitting.
Initial Business Response /* (1000, 17, 2015/09/09) */
In our contracts it states that the customer is responsible for purchasing their own permits and sending us the permit information. In Mr. [redacted]'s case he had already sent the permit information to the city of Arlington and was informed that...
Ground Zero needed to be the one to request the permit. We then sent off the needed paperwork for the permit and worked with Mr. [redacted] for him to go by and pick up the permit. Mr. [redacted] was given the June 4th install date on May 15th, 2015 and had plenty of time to follow up on the permit. Our office stayed in contact with him and the Arlington City office trying to get the permit issued after the Arlington office assured us and Mr. [redacted] that the permit would be ready at 11 a.m. on June 4th. Prior to us coming to install Mr. [redacted]'s shelter he signed the agreement that stated he would pay the $250 trip charge if the shelter could not be installed after we showed up. He was also emailed to which he responded to that there would be additional fees for any work time that we were there over 5 hours at $120/hour. We were on site from 10 a.m. to 5 p.m. We waited at Mr. [redacted]'s home with over $160,000 worth of equipment and two workers, waiting on him to pick up the permit so that we could begin work. He never produced the permit until 4:30 p.m. and there for we were out the money of paying the crew and the equipment time for the whole day. When we called to set up the concrete to be delivered we were informed that there would be additional fees for late hour pour. Mr. [redacted] was told that there was an additional $450 for the concrete to be poured late on June 4th, he refused to pay and then everything was put on hold. Mr. [redacted] called our office and argued that he wasn't going to pay neither a trip charge if we didn't install the shelter that day or an extra fee from the concrete company. He then cancelled the installation and refused to pay anything extra. He continued to call and request that we install his shelter but refused to pay our crew that was there the trip charge. So, we refunded his money to him and declined to install a shelter for him.