Henges Insulation and Fireplaces

Initial Business Response / [redacted] (1000, 5, 2015/08/19) */ Complaint Case #:XXXXXXX Consumer: [redacted] Case Opened: XXXX- 1/19/2015: Service order generated for repair 1/29/2015: Service order for repair was scheduled and completedThe homeowner signed off on the service order 2/19/2015: Homeowner hired an inspector to inspect the kitchen floor 3/23/2015: [redacted] Operations Manager and [redacted] Warranty Claims called on the homeowner and explained that the sub floor did not meet the structural guidelines set out by the manufacturer for a flat floorThe following offer was madeHenges Interiors would replace the floor without cost but it was necessary that the sub floor be brought into the recommended guidelines laid out by the manufacturer [redacted] Operations Manager, advised the homeowner that the cost of repairing the sub floor would be chargeable to the homeownerStructural work is not within the scope of services offered by Henges InteriorsHenges Interiors does not agree with the opinion of an installer's responsibility relating to the scope of his jobAgain, structural work is not within the scope of Henges Interiors The homeowner did not respond, challenge or contact Henges Interiors since the stated conversation REFUND It is the stance of Henges Interiors that the homeowner hired an inspector under his own volitionTherefore, the cost is his and not the responsibility of Henges InteriorsIt cannot be expected that Henges Interiors would refund the cost of the floor that the homeowner is presently usingHenges Interiors stands firm that the issue is not the floor but is the subfloor that was pre-existing prior to installation

10May Business Left vm for Stacy McCollough requesting initial contact hours 314-291-6600, ext (RE Revdex.com Complaint Case# (Ref#2-301076400-1534705-13-3100).msg) 17May Business Stacy McCollough I would like to go over this with my product manager Please call back in a week hours 24May Mediator attempted contact On phone/out of office hours5/27/2016:Mediator left voicemail for business.6/7/2016:Mediator left voicemail for businessI had an email response made up for JamesI can send it to youIf you want, you can review that and call me back if you still have any questions afterwards6/7/2016:MsBesser worked with Brenda Corey, our Office Manager & Inside Sales Fireplace Coordinator Brenda handles our retail homeowner market for fireplace sales MsBesser was given bids as price points for a new wood burning fireplace unit Our scope of work was to install the fireplace and flu The fireplace was installed according to manufacture guidelines We recommended an outside contractor to handle all other work Henges is not a part of that contract.To resolve this claim we suggest MsBesser retain another contractor to review the job We insist that we are present when this contractor reviews the job And we strongly suggest the other contractor who handled all other work is present as well If it is found there is a problem with the unit or the install of the fireplace and flu, Henges will pay for all reasonable repairs of the unit and installation If we are not at fault we request that MsBesser remove Henges Insulation & Fireplaces from this claim.Thank you!6/24/2016:Mediator emailed business(Stacy) 6/28/2016:Hi Patrick!The offer will stand up thru the month of August MsBesser will have to make this a priority in August Our peak season starts September and our availability will be limited Plus the manufacturer warranty on the fireplace unit will expire shortly after the first of October We will NOT be able to extend our offer upon expiration of the product warrantyThank you!

We met with the homebuyer on several different occasions selecting their new flooring in their home Throughout the entire selection process the buyer picked several different options that were in and out of the budget The buyer eventually found a tile that they agreed to for their backsplash All selections and products were approved by the buyer before ordering Certain policies and procedures from our tile supplier, our builder/customer who is building their home that prevent Henges from restocking or holding up the construction process in order to return and reselect product for their home The buyer agreed to price and product selections of all materials before ordering We do not supply, install or offer granite countertops for homes This product comes from another supplier and is chosen separately by the buyer for their home The builder supplied Henges with the samples of granite samples they offer to their homebuyers The product which the homebuyer selected was in the same family and style and color of the sample which the builder gave to Henges Upon inspection of the home the sample varied slightly, but was very indicative of the product that was installed According to the granite supplier the product installed was “light” when it was mined out of the ground This is the nature of granite No two pieces are exactly alike Our granite sample is the same style and same nature of granite which was installed Granite is a natural product and can vary from slab to slab The buyer was aware and signed a color match disclosure at the time of the selections Furthermore the buyer mentioned the tile they choose was “too busy” for the granite that was installed in their home “Too busy” has nothing to do with color We returned calls several times as well as relayed the message to the builder that the buyer was unhappy and if they would allow the buyer to re-select The builder has not approved any re-selections or credit at this time They would need to be contact this buyer to help resolve We spoke to the buyer today and will be trying to resolve with their builder Henges did nothing wrong nor did the designer who helped the buyer with selections We are however in the process of seeing if the tile can be re-stocked and to see if the builder will allow the buyer to re-select for a future installPictures of the tile and granite samples sitting on and next to the tile that was selected and on top of the granite tops installed in the home for your review [redacted] Vice President Henges Interiors

This complaint was not resolved satisfactorilyHenges did not provide me with three options, nor did they attempt to persuade me to take the more energy efficient optionsThey offered two options via e mail from the secretary who handles e mailI never met, nor talked to a sales personThe problem is not the outside air coming into the combustion box, nor inside air used for combustionThe problem is that outside air is coming into the area surrounding the firebox
The fact that Henges responded to you does not mean that the complaint has been resolved

Initial Business Response /* (1000, 5, 2015/08/17) */
Contact Name and Title: *** *** Vice President
Contact Phone: ***
Contact Email: ***@henges.com
Henges Sales staff, *** *** met with *** *** on two separate occasions to discuss selections on her homeShe was given
physical samples of the wood that she had selected to take with her*** also signed Henges selection sheet explaining the flooring that was selected that matches the exact samples she took with her***'s real estate agent also met with our sales staff on another separate occasionThe agent took pictures of ***'s selected products and she too had physical samples of the wood flooring *** had selectedThese samples and pictures where shared with *** by her agentThe agent samples and pictures matched ***'s samples she took with herIf there was any doubt about the wood selection it could have been brought to everyone's attention back when the samples were received before we began installing the wood floor
*** and myself meet with *** again to discuss these findings during the installationAt that time we immediately stopped all construction on your home until a resolution could be found on this issueOn August 11th, Henges and the builder gave *** a hr deadline for her to make a decision on the course action so as not to delay the construction of her home
Option #1: Continue with installation of the flooring on site that was accepted on your selection sheet
Option #2: Remove the installed flooring that has been laid and return any unopened boxes for an additional charge of $3,dollars
If *** did not agree to pay for the change we will continue the installation of the flooring with the existing product on site
As of August 17th, days past the 48hr deadline, after several attempts to reach *** we have not had any response, therefore we have continued to install the selected and approved wood flooring
It has been explained to *** that if the flooring is to be removed at a later date the cost would be sustainably more than listed above to replace

10May16      Business     Left vm for Stacy McCollough requesting initial contact.  1511 hours     314-291-6600, ext 203 (RE Revdex.com Complaint Case# 1534705 (Ref#2-301076400-1534705-13-3100).msg) 17May16     Business  Stacy McCollough     I would like to go over this with my product manager.  Please call back in a week.  1523 hours  24May16     Mediator attempted contact.  On phone/out of office.  1600 hours5/27/2016:Mediator left voicemail for business.6/7/2016:Mediator left voicemail for business. I had an email response made up for James. I can send it to you. If you want, you can review that and call me back if you still have any questions afterwards. 6/7/2016:Ms. Besser worked with Brenda Corey, our Office Manager & Inside Sales Fireplace Coordinator.  Brenda handles our retail homeowner market for fireplace sales.  Ms. Besser was given 2 bids as price points for a new wood burning fireplace unit.  Our scope of work was to install the fireplace and flu.  The fireplace was installed according to manufacture guidelines.  We recommended an outside contractor to handle all other work.  Henges is not a part of that contract.To resolve this claim we suggest Ms. Besser retain another contractor to review the job.  We insist that we are present when this contractor reviews the job.  And we strongly suggest the other contractor who handled all other work is present as well.  If it is found there is a problem with the unit or the install of the fireplace and flu, Henges will pay for all reasonable repairs of the unit and installation.  If we are not at fault we request that Ms. Besser remove Henges Insulation & Fireplaces from this claim.Thank you!6/24/2016:Mediator emailed business. (Stacy) 6/28/2016:Hi Patrick!The offer will stand up thru the month of August.  Ms. Besser will have to make this a priority in August.  Our peak season starts September and our availability will be limited.  Plus the manufacturer warranty on the fireplace unit will expire shortly after the first of October.  We will NOT be able to extend our offer upon expiration of the product warranty. Thank you!

Initial Business Response /* (1000, 5, 2015/08/19) */
Complaint Case #:XXXXXXX
Consumer: [redacted]
Case Opened: XXXX-XX-XX
1/19/2015: Service order generated for repair.
1/29/2015: Service order for repair was scheduled and completed. The homeowner signed off on the service order. ...


2/19/2015: Homeowner hired an inspector to inspect the kitchen floor.
3/23/2015: [redacted] Operations Manager and [redacted] Warranty Claims called on the homeowner and explained that the sub floor did not meet the structural guidelines set out by the manufacturer for a flat floor. The following offer was made... Henges Interiors would replace the floor without cost but it was necessary that the sub floor be brought into the recommended guidelines laid out by the manufacturer. [redacted] Operations Manager, advised the homeowner that the cost of repairing the sub floor would be chargeable to the homeowner. Structural work is not within the scope of services offered by Henges Interiors. Henges Interiors does not agree with the opinion of an installer's responsibility relating to the scope of his job. Again, structural work is not within the scope of Henges Interiors.
The homeowner did not respond, challenge or contact Henges Interiors since the stated conversation.
REFUND
It is the stance of Henges Interiors that the homeowner hired an inspector under his own volition. Therefore, the cost is his and not the responsibility of Henges Interiors. It cannot be expected that Henges Interiors would refund the cost of the floor that the homeowner is presently using. Henges Interiors stands firm that the issue is not the floor but is the subfloor that was pre-existing prior to installation.

[redacted]Document Attached[redacted]
I wanted to follow up to make sure my email was received on Feb 19 (I have hopefully attached to this entry), and to find out the status of this claim.
Thank you!
[redacted]
Jay Henges Enterprises Inc
[redacted] (RE Revdex.com Complaint Case# [redacted] (Ref#[redacted]).msg)

We met with the homebuyer on several different occasions selecting their new flooring in their home.  Throughout the entire selection process the buyer picked several different options that were in and out of the budget.  The buyer eventually found a tile that they agreed to for their...

backsplash.  All selections and products were approved by the buyer before ordering.  Certain policies and procedures from our tile supplier, our builder/customer who is building their home that prevent Henges from restocking or holding up the construction process in order to return and reselect product for their home.  The buyer agreed to price and product selections of all materials before ordering.    We do not supply, install or offer granite countertops for homes.  This product comes from another supplier and is chosen separately by the buyer for their home.  The builder supplied Henges with the samples of granite samples they offer to their homebuyers.  The product which the homebuyer selected was in the same family and style and color of the sample which the builder gave to Henges.  Upon inspection of the home the sample varied slightly, but was very indicative of the product that was installed.  According to the granite supplier the product installed was “light” when it was mined out of the ground.  This is the nature of granite.  No two pieces are exactly alike.  Our granite sample is the same style and same nature of granite which was installed.  Granite is a natural product and can vary from slab to slab.  The buyer was aware and signed a color match disclosure at the time of the selections.    Furthermore the buyer mentioned the tile they choose was “too busy” for the granite that was installed in their home.  “Too busy” has nothing to do with color.    We returned calls several times as well as relayed the message to the builder that the buyer was unhappy and if they would allow the buyer to re-select.  The builder has not approved any re-selections or credit at this time.  They would need to be contact this buyer to help resolve.   We spoke to the buyer today and will be trying to resolve with their builder.    Henges did nothing wrong nor did the designer who helped the buyer with selections.  We are however in the process of seeing if the tile can be re-stocked and to see if the builder will allow the buyer to re-select for a future install. Pictures of the tile and granite samples sitting on and next to the tile that was selected and on top of the granite tops installed in the home for your review.      [redacted] Vice President Henges Interiors

This customer was given options to buy a good, better, best wood burning fireplace. Mrs. [redacted] chose the least expensive option which is an open combustion wood burning fireplace, Majestic model WMC36. Open combustion wood fireplace units are typically in-efficient as they do not seal and use...

household pre-conditioned air for combustion, but they meet a price point that buyers like. We have pictures of our install that show the installation was done correctly and insulation is in place as it should be. This is the nature of the product as we tried to communicate early on. We have tried to convey, as well as the manufacture, thaCpit the unit is performing as it should.
Henges sales staff tried to persuade Mrs. [redacted] to consider a sealed combustion wood burning Monaco fireplace. Had the customer gone with a sealed unit there would not be a draft problem.
Mrs. [redacted] has mentioned Henges in more than one online site and slighted our company reputation. Despite this model being the customer's selection, and proof that the unit is installed correctly; Mrs. [redacted] is asking for a $1000 refund. In order to try and make the customer happy and promote goodwill Henges is willing to refund $850.00 when the unit is returned to us.