Guaranteed Home & Building Restoration

[redacted] Dear Denver Revdex.com, On behalf of Guaranteed Home & Building Restoration, please accept this letter in response to the inquiry filed with the Revdex.com filed under the above referenced file numberI have investigated your concerns and would be more than happy to discuss this with you in more detail We apologize if Mr [redacted] feels that over the time of his involvement with GHBR we were not responsive enoughOur findings from our original investigation were that the roof was installed with the consistency and standards fit with the building department in the appropriate region and that the project passed appropriate inspections for the building departmentFurther it was our findings as noted that the roof and the stucco had damages that were in-congruent with installation issues That being said in an effort to demonstrate good customer service we have elected to make said repairs and our understanding is that our Production Manager has scheduled said repairsIt will be my pleasure to assist further with this if our Production Manager hasn’t already scheduled someone to come out Our Office Phone number is : ###-###-####, if the customer contacts us, it will be our pleasure to assist with any of their concerns, please ask for either [redacted] , [redacted] or ***Our number one priority is our customer's satisfactionI would like to offer my apology that your experience with Guaranteed Home & Building Restoration did not meet your expectationsGuaranteed Home & Building Restoration offers innovative, customizable solutions for the delivery of customer service and support throughout the construction projectIf you have any questions or if I can be of further service, please contact meWe will consider this ***er closed unless notified otherwise Cordially, [redacted] Senior Compliance OfficerOffice Phone: [redacted]

Thank you for bringing this to our attentionUpon further investigation we found that the clients issues had been resolved and the client is satisfied

Initial Business Response / [redacted] (1000, 11, 2015/11/02) */ Revdex.com CASE#: XXXXXXXX Consumer: [redacted] Dear Denver Revdex.com, On behalf of Guaranteed Home & Building Restoration, please accept this letter in response to the inquiry filed with the Revdex.com filed under the above referenced file numberI have investigated your concerns and would be more than happy to discuss this with you in more detail We apologize if Mrs [redacted] felt that over this time we were not proactive enough with our communication with her and would like to know if she called the office at all to address her concernsThe office phone number is located on the bottom of all of the paperwork give to her and on the top and bottom of the contract she has signedI do not have a record of a written contract cancellation requestIf client would like to cancel we can provide you with a formal cancellation requestI will personally investigate if Mrs [redacted] was contacted and when as we strive to keep in continual communication with our clientsIf Mrs [redacted] is presently being represented by an attorney we will not be legally allowed to communicate with her directly and we humbly request her attorneys contact information so that we may actively resolve this issue Our Office Phone number is : (XXX) XXX-XXXX, if the customer contacts us, it will be our pleasure to assist with any of their concernsOur number one priority is our customer's satisfactionI would like to offer my apology that your experience with G Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I attempted several times to get ahold of [redacted] from guaranteed home and building restoration with no success left a few messenges and no returned calls Final Business Response / [redacted] (4000, 15, 2015/11/12) */ Revdex.com CASE#: XXXXXXXX Consumer: [redacted] Dear Denver Revdex.com, On behalf of Guaranteed Home & Building Restoration, please accept this letter in response to the inquiry filed with the Revdex.com filed under the above referenced file numberI have investigated the concerns and am more than happy to discuss the findings with you in more detail We apologize if Mrs Morales feels she was not communicated with enough during her construction projectOur records indicate that on 6/at 5:pm we received a call from the homeowner authorizing her son [redacted] to be the point of contact for this project as she felt better with him being talked to as it was a construction project and he spoke better EnglishAt this point we spoke with her son only, as authorized by Mrs MoralesHer son [redacted] told us he worked nights, and we communicated with him around his work and sleep scheduleWe have call logs that can be provided upon request to evidence the number of calls and the conversations that took place We understand that the client wants to cancelThere is a contract that was created between both the client and ourselves, binding us to complete the repairs that the insurance company had authorizedWe simply need our cancellation form (indemnifying and releasing us from doing the work we were contracted to do) endorsed by the client and we can resolve this issue Our Office Phone number is : (XXX) XXX-XXXX, and the customer service email is: [redacted] @ghbr.netPlease email or call and we can either mail, fax, or email you a cancellation form that you can endorse and returnIt is our pleasure to assist with any of our clients concernsOur number one priority is our customer's satisfactionI would like to offer my apology that your experience with Guaranteed Home & Building Restoration did not meet your expectationsGuaranteed Home & Building Restoration offers innovative, customizable solutions for the delivery of customer service and support throughout the construction projectIf you have any questions or if I can be of further service, please contact meWe will consider this matter closed unless notified otherwise Cordially, [redacted] Senior Compliance Officer Office Phone: (XXX) XXX-XXXX

Initial Business Response / [redacted] (1000, 17, 2015/09/17) */ Complaint ID#: XXXXXXXX Consumer: [redacted] Dear Denver Revdex.com, On behalf of Guaranteed Home & Building Restoration, please accept this letter in response to the inquiry filed with the Revdex.com filed under the above referenced file numberI have investigated The clients concerns and would be more than happy to discuss this with you in more detailMr [redacted] would be entitled to a refund less the cancellation feeHe has yet to tell us if this is the direction he would like to goThe breakdown of what was to be fixed with associated costs is indeed in Mr [redacted] 's possession, his insurance company has told us this and he also references this himself to the Revdex.com when he states that [redacted] went out to explain these items to himNames of persons working on his property have also been given to him (he mentioned [redacted] in his response here)Mr [redacted] has been provided a copy of our million dollar aggregate insurance policyWe cannot provide a completion date as there are several factors in play, such as weather, if additional damages that need repairs are discovered when work begins, and, what may be the most important reference is that Mr [redacted] has changed his mind several times as to what window style he wants us to provide, he as indicated he does not want the same style as the one existingAs for the Labor Guaranteed, one is not provided or activated until the project is paid in full Cordially, [redacted] Senior Compliance Off Initial Consumer Rebuttal / [redacted] (2000, 19, 2015/09/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do not plan on doing business with Guaranteed Home and Building RestorationTherefore, I accept the response and agree to receive a refund less the cancelation feeWe have not been able to agree on a common planReceiving a refund less the cancelation fee seems fair to both

Initial Business Response / [redacted] (1000, 9, 2015/10/31) */ Revdex.com CASE#: XXXXXXXX Consumer: [redacted] Dear Denver Revdex.com, On behalf of Guaranteed Home & Building Restoration, please accept this letter in response to the inquiry filed with the Revdex.com filed under the above referenced file numberI have investigated your concerns and would be more than happy to discuss this with you in more detail As evidenced by Mr [redacted] 's own admission we at Guaranteed Home & Building Restoration have worked hard to collect additional funds from his insurance company for a full roof replacement and we were engaged with his insurance company over a period of months in an attempt to do soWe apologize if Mr [redacted] felt that over this time we were not proactive enough with our communication with him, I am glad that we were available each time he called in to give him an updateThe claim was not denied as evidenced by the payment from his insurance company to himI do not have a record at this time showing that the client had authorized us in writing to make the "spot" repairs, nor do I have a record of a written contract cancellation requestIf client would like to cancel we can provide you with a formal cancellation request Our Office Phone number is : (XXX) XXX-XXXX, if the customer contacts us, it will be our pleasure to assist with any of their concernsOur number one priority is our customer's satisfactionI would like to offer my apology that your experience with Guaranteed Home & Building Restoration did not meet your expectationsGuaranteed Home & Building Restoration offers innovative, customizable solutions for the delivery of customer service and support throughout the construction projectIf you have any questions or if I can be of further service, please contact meWe will consider this matter closed unless notified otherwise Cordially, [redacted] Senior Compliance Officer Office Phone: (XXX) XXX-XXXX

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11386458, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com CASE#: ***Consumer: *** ***Dear Denver Revdex.com,Thank you for providing the feedback Mr *** has, as well as the opportunity to delve into the previous emailFirst it should be stated again that we are attempting to resolve this in a good faith effortOur investigations have represented to us that there has been no negligence on behalf of Guaranteed Home & Building RestorationMr ***s explanation as to why he is rejecting our response is puzzlingHe states “the work has not been completed yet”The work was competed between back in ( between 12/11/13-12/13/13)Yes that’s correct He paid us at that timeWe have no contracted work that is outstandingMr***s second statement of dissatisfaction that he can call to discuss this with us is also somewhat befuddlingTypically clients prefer the open communication and we apologize that as Mr *** says he had already spoken with us dozens of times and that the office has called him to make arrangements to have an individual meet him to do workAs Mr *** has stated it is my impression that the roof was originally installed properlyMr ***s City and County sent an inspector out to verify that the job was completed satisfactorilyA building envelope is not impervious to the elements and excessive conditions can cause the best systems to failProof of this would be that we had previously replaced Mr ***s roof due to weatherIt was found that excessive wind driven rain did cause the first leakHowever this was not a workmanship issueInstead of recommending Mr *** generate another home owners claim we, in good faith, executed a repair and an upgrade in material in an effort to ensure that even excessive weathering would be less effectualIn closing the last point of contention, as Mr *** has expressed it here, is the cricketMr ***s allegation is that there was a cricket that was previously on the roof and was required to divert waterThere are a couple of things of note here: 1st as previously mentioned if there was a requirement to have a cricket on the roof the City and County Inspector would have failed the roofs final inspection until one was placed there upon2nd We have digital pictures of the roof prior to installation and we see no evidence of a cricket at that time eitherFinally there has been no evidence provided to us from Mr *** that there has ever been a cricket there (*ie pictures of the cricket in place)Unfortunately there are limits as to the extent of work we can do for free in an attempt to illicit customer satisfactionAs was previously stated we have made multiple attempts to remedy this situationWe have made multiple trips to this clients house with no trip charge in an effort to provide good client servicesAs of the writing of this letter I have still not had the privilege of speaking with Mr *** personallyMy hopes are that if this ***er is not considered resolved (my understanding is that he has be in contact with others here and that we may have made another trip there) that Mr *** does look to reach out to meOur Office Phone number is : *** ***04, if the customer contacts us, it will be our pleasure to assist with any of their concerns, please ask for either *** or ***Our number one priority is our customer's satisfactionI would like to offer my apology that your experience with Guaranteed Home & Building Restoration did not meet your expectationsGuaranteed Home & Building Restoration offers innovative, customizable solutions for the delivery of customer service and support throughout the construction projectIf you have any questions or if I can be of further service, please contact meWe will consider this ***er closed unless notified otherwiseCordially, *** ***Senior Compliance OfficerOffice Phone: *** ***

Revdex.com CASE#: *** Consumer: *** * *** Dear Denver Revdex.com, On behalf of Guaranteed Home & Building Restoration, please accept this letter in response to the inquiry filed with the Revdex.com filed under the above referenced file numberI have investigated your
concerns and would be more than happy to discuss this with you in more detailWe apologize if Mr *** felt that over the time of his involvement with GHBR we were not able to satisfy his needsWe have been working hard on Mr *** project to ensure his complete satisfactionOur records show that we have been in contact with the client throughout the entire process and that we OVER PERFORMED on the contract including the addition of items not within the scope of work at no additional charge to the customer! All calls are recorded and we have no calls requesting a manager*** is undergoing a bankruptcy in which a number of his creditors are being namedHe is attempting to include our debt and others in like fashionThe claim of “roof damage at time of service” is astoundingFirst: our crews get to charge extra for extra workIf something was extra they are the first to point it outSecond: your project already required labor and materials outside the scope of the contractWe provided such for FREE in good faith efforts to provide the best job for the customerWe would not go through the troubles of giving the complementary upgrades or the additional work and materials your project required for FREE and then not complete the rudimentary aspects of the jobs itselfNext you claim we do fraudulent business when you already have your new roof and payment should have been paid in full UPON SUBSTANTIAL COMPLETION of your new roof as per the agreementWe have extensive notes, recorded phone calls and documentation to substantiate the amount of work we put into this fileIt could be postulated that Mr *** is now contacting the Revdex.com hoping to bully us from his final paymentWe have already offered several remedies to this and now see that Mr *** has other intentionsOur Office Phone number is : (720) 295-9504, if the customer contacts us, it will be our pleasure to assist with any of their concerns, please ask for MattOur number one priority is our customer's satisfactionI would like to offer my apology that your experience with Guaranteed Home & Building Restoration did not meet your expectations, we have tried to accommodateGuaranteed Home & Building Restoration offers innovative, customizable solutions for the delivery of customer service and support throughout the construction projectIf you have any questions or if I can be of further service, please contact meWe will consider this matter closed unless notified otherwiseCordially, Matt W*** Senior Compliance Officer Office Phone: (720) 295-

these are the closest documents I can find to an actual contract. I would think they would be required to have copies as the insurance company paid them over $30,for the work performed. Also, state law requires them to cover defects on roof installation for five years, well within the warranty period. There are two issue but only one of them I am pursuing. The one I am not pursuing pertains to a leak that happened. They came back in and fixed that leak but there was damage internally to the house they did not fix which involved needing a new door and painting around the door. The issue this complaint is about is due to the lack of installing a cricket on the roof that was there on the roof which they tore off but not put it back on. Also, when there own representative came and installed a cricket this year they observed that they had not properly caulked where the roof meets the wall of the house and that is most likely what contributed to the stucco damage. There is a small hole that has resulted. We are asking them to repair the stucco hole (about the size of a baseball). Although I don't believe this is a costly repair, they have dragged this out for many months and have not been responsive (or honest in my opinion). I am about at the place of just getting this fixed myself since they seem unwilling to make this repair. It is disappointing and I must say that if I have to make the repair on my own I will never accept anything they say in response to my complaint. If the Revdex.com cannot help me than I will take my complaint to social media to warn consumers regarding this company. We paid them a lot of money and are happy with the roof but just wanted them to make the repair caused by their mistakeThey were extremely happy and responsive to get my business but they have behaved very differently once we brought these issues to them. The only reason I brought this to the Revdex.com is because of their lack of honesty and responsiveness. I cannot see how they have a rating of A on your site, since I can see others have also submitted complaints against them. As I have said repeatedly, if they make the repair I am happy to drop my complaint against them. Instead of doing that, they are basically acting like I have contacted them when in fact, I have been speaking with *** since March I believe and this has dragged out for months and months

Revdex.com CASE#: 11032507Consumer: *** ***
Dear Denver Revdex.com,
On behalf of Guaranteed Home & Building Restoration, please accept this letter in response to the inquiry filed with the Revdex.com filed under the above referenced file numberI have investigated your concerns and would
be more than happy to discuss this with you in more detail
We apologize if Mrs *** felt that over the time of her involvement with GHBR we were not proactive enough with our communication with herWe have been working hard on Mrs ***s claim to ensure that all of the items that need to be included to complete her project are being addressed through her insurance company
When an insurance company is involved in an insurance claim with our customers a portion of the time line is removed from our controlWhen there is an insurance claim the insurance company reserves the right to do several things and these things often contribute to the delay of the time line, as the insurance company requests that work not start until these things have been resolved
As a contractor we understand that if we started the actual construction phase of work and had to stop mid job it can be the most frustrating time for a customer to experience a loss of momentum in their projectAs such we strive to flush out any additional damages that may need repairs as well as missed items, and items required by the city and county in the inspection, negotiation, design and build phases of the customer's projects
Some of the most recent updates we have received from Mrs ***'s Insurance Company were on 12/3/which reflected an increased amount from Mrs ***'s Insurance Company of $towards her project and an update on 01/08/which reflected an increased amount from Mrs ***'s Insurance Company of $towards her projectWe feel that within the next few weeks we will be able to commence the Construction Phase of the project, weather permitting
Our Office Phone number is : *** ***, if the customer contacts us, it will be our pleasure to assist with any of their concerns, please ask for either *** or ***Our number one priority is our customer's satisfactionI would like to offer my apology that your experience with Guaranteed Home & Building Restoration did not meet your expectationsGuaranteed Home & Building Restoration offers innovative, customizable solutions for the delivery of customer service and support throughout the construction projectIf you have any questions or if I can be of further service, please contact meWe will consider this matter closed unless notified otherwise
Cordially,
*** ***Senior Compliance Officer*** *** *** ***

Complaint: [redacted]
I am rejecting this response because: This is completely outlandish lies. I have video of there sales rep coming to my house looking at the damages. I received a phone call from there representative say they were not going to fix any damages that occurred when they were replacing the old roof. And to top it of we had no warranty and they wanted an additional 1000 dollars.  They weren’t pay in full because we never received a final invoice which we requested at every conversation we had with them. We would told numerous times we would receive it and never did. They did not do any extra work. And to top it off they did come out and say they charge whatever the insurance companies says they are paying they don’t have set fees. This is why I requested an detailed invoice from the company. They were charging us for stuff that they didn’t even render service for. We had to do on our own. I ask them for companies of the contract and they couldn’t even provide me with that. The last phone call I received they basically said they weren’t going to work with us. So this is why they are listed on a bankruptcy. Other companies listed on my bankruptcy has no Relevance to the faulty work the did on my home. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 11, 2015/11/02) */
Revdex.com CASE#: XXXXXXXX
Consumer: [redacted]
Dear Denver Revdex.com,
On behalf of Guaranteed Home & Building Restoration, please accept this letter in response to the inquiry filed with the Revdex.com filed under the above...

referenced file number. I have investigated your concerns and would be more than happy to discuss this with you in more detail.
We apologize if Mrs [redacted] felt that over this time we were not proactive enough with our communication with her and would like to know if she called the office at all to address her concerns. The office phone number is located on the bottom of all of the paperwork give to her and on the top and bottom of the contract she has signed. I do not have a record of a written contract cancellation request. If client would like to cancel we can provide you with a formal cancellation request. I will personally investigate if Mrs [redacted] was contacted and when as we strive to keep in continual communication with our clients. If Mrs [redacted] is presently being represented by an attorney we will not be legally allowed to communicate with her directly and we humbly request her attorneys contact information so that we may actively resolve this issue.
Our Office Phone number is : (XXX) XXX-XXXX, if the customer contacts us, it will be our pleasure to assist with any of their concerns. Our number one priority is our customer's satisfaction. I would like to offer my apology that your experience with G
Initial Consumer Rebuttal /* (3000, 13, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I attempted several times to get ahold of [redacted] from guaranteed home and building restoration with no success left a few messenges and no returned calls
Final Business Response /* (4000, 15, 2015/11/12) */
Revdex.com CASE#: XXXXXXXX
Consumer: [redacted]
Dear Denver Revdex.com,
On behalf of Guaranteed Home & Building Restoration, please accept this letter in response to the inquiry filed with the Revdex.com filed under the above referenced file number. I have investigated the concerns and am more than happy to discuss the findings with you in more detail.
We apologize if Mrs Morales feels she was not communicated with enough during her construction project. Our records indicate that on 6/08 at 5:10 pm we received a call from the homeowner authorizing her son [redacted] to be the point of contact for this project as she felt better with him being talked to as it was a construction project and he spoke better English. At this point we spoke with her son only, as authorized by Mrs Morales. Her son [redacted] told us he worked nights, and we communicated with him around his work and sleep schedule. We have call logs that can be provided upon request to evidence the number of calls and the conversations that took place.
We understand that the client wants to cancel. There is a contract that was created between both the client and ourselves, binding us to complete the repairs that the insurance company had authorized. We simply need our cancellation form (indemnifying and releasing us from doing the work we were contracted to do) endorsed by the client and we can resolve this issue.
Our Office Phone number is : (XXX) XXX-XXXX, and the customer service email is: [redacted]@ghbr.net. Please email or call and we can either mail, fax, or email you a cancellation form that you can endorse and return. It is our pleasure to assist with any of our clients concerns. Our number one priority is our customer's satisfaction. I would like to offer my apology that your experience with Guaranteed Home & Building Restoration did not meet your expectations. Guaranteed Home & Building Restoration offers innovative, customizable solutions for the delivery of customer service and support throughout the construction project. If you have any questions or if I can be of further service, please contact me. We will consider this matter closed unless notified otherwise.
Cordially,
[redacted]
Senior Compliance Officer
Office Phone: (XXX) XXX-XXXX

Thank you for bringing this to our attention. Upon further investigation we found that the clients issues had been resolved and the client is satisfied.

[redacted]
Dear Denver Revdex.com,
On behalf of Guaranteed Home & Building Restoration, please accept this letter in response to the inquiry filed with the Revdex.com filed under the above referenced file number. I have investigated your concerns and...

would be more than happy to discuss this with you in more detail.
We apologize if Mr [redacted] feels that over the time of his involvement with GHBR we were not responsive enough. Our findings from our original investigation were that the roof was installed with the consistency and standards fit with the building department in the appropriate region and that the project passed appropriate inspections for the building department. Further it was our findings as noted that the roof and the stucco had damages that were in-congruent with installation issues.
That being said in an effort to demonstrate good customer service we have elected to make said repairs and our understanding is that our Production Manager has scheduled said repairs. It will be my pleasure to assist further with this if our Production Manager hasn’t already scheduled someone to come out.
Our Office Phone number is : ###-###-####, if the customer contacts us, it will be our pleasure to assist with any of their concerns, please ask for either [redacted] or [redacted]. Our number one priority is our customer's satisfaction. I would like to offer my apology that your experience with Guaranteed Home & Building Restoration did not meet your expectations. Guaranteed Home & Building Restoration offers innovative, customizable solutions for the delivery of customer service and support throughout the construction project. If you have any questions or if I can be of further service, please contact me. We will consider this [redacted]er closed unless notified otherwise.
Cordially,
[redacted]Senior Compliance OfficerOffice Phone: [redacted]

Initial Business Response /* (1000, 9, 2015/10/31) */
Revdex.com CASE#: XXXXXXXX
Consumer: [redacted]
Dear Denver Revdex.com,
On behalf of Guaranteed Home & Building Restoration, please accept this letter in response to the inquiry filed with the Revdex.com filed under the above referenced...

file number. I have investigated your concerns and would be more than happy to discuss this with you in more detail.
As evidenced by Mr [redacted]'s own admission we at Guaranteed Home & Building Restoration have worked hard to collect additional funds from his insurance company for a full roof replacement and we were engaged with his insurance company over a period of months in an attempt to do so. We apologize if Mr [redacted] felt that over this time we were not proactive enough with our communication with him, I am glad that we were available each time he called in to give him an update. The claim was not denied as evidenced by the payment from his insurance company to him. I do not have a record at this time showing that the client had authorized us in writing to make the "spot" repairs, nor do I have a record of a written contract cancellation request. If client would like to cancel we can provide you with a formal cancellation request.
Our Office Phone number is : (XXX) XXX-XXXX, if the customer contacts us, it will be our pleasure to assist with any of their concerns. Our number one priority is our customer's satisfaction. I would like to offer my apology that your experience with Guaranteed Home & Building Restoration did not meet your expectations. Guaranteed Home & Building Restoration offers innovative, customizable solutions for the delivery of customer service and support throughout the construction project. If you have any questions or if I can be of further service, please contact me. We will consider this matter closed unless notified otherwise.
Cordially,
[redacted]
Senior Compliance Officer
Office Phone: (XXX) XXX-XXXX

Initial Business Response /* (1000, 17, 2015/09/17) */
Complaint ID#: XXXXXXXX
Consumer: [redacted]
Dear Denver Revdex.com,
On behalf of Guaranteed Home & Building Restoration, please accept this letter in response to the inquiry filed with the Revdex.com filed under the above...

referenced file number. I have investigated The clients concerns and would be more than happy to discuss this with you in more detail. Mr [redacted] would be entitled to a refund less the cancellation fee. He has yet to tell us if this is the direction he would like to go. The breakdown of what was to be fixed with associated costs is indeed in Mr [redacted]'s possession, his insurance company has told us this and he also references this himself to the Revdex.com when he states that [redacted] went out to explain these items to him. Names of persons working on his property have also been given to him (he mentioned [redacted] in his response here). Mr [redacted] has been provided a copy of our 5 million dollar aggregate insurance policy. We cannot provide a completion date as there are several factors in play, such as weather, if additional damages that need repairs are discovered when work begins, and, what may be the most important reference is that Mr [redacted] has changed his mind several times as to what window style he wants us to provide, he as indicated he does not want the same style as the one existing. As for the Labor Guaranteed, one is not provided or activated until the project is paid in full.
Cordially,
[redacted]
Senior Compliance Off
Initial Consumer Rebuttal /* (2000, 19, 2015/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do not plan on doing business with Guaranteed Home and Building Restoration. Therefore, I accept the response and agree to receive a refund less the cancelation fee. We have not been able to agree on a common plan. Receiving a refund less the cancelation fee seems fair to both.