Hopkins Roofing & Siding

We have a promotion going on for $39/piece table pads If you go to our website www.tablepad.com and select the CLEARANCE PAD, you will see the promotion It is $per piece The customer has a 5/x ½ table This would be a piece set The customer would pay $x pieces This would total $ This promotion comes with our Base Color, which is a red and white top with a green bottom To upgrade to the premium colors which there are different colors, would cost $more To add the magnetic locking system it would be $ This is an ala carte promotion So if the customer wanted the premium color upgrade and the magnetic locking system it would be $+ shipping When you look at the website and the clearance pad section you will see that we are not being deceiving It is an ala carte promotion that is why it is call in only

When we were there the first time we explained that the furnace was years oldThe life of a furnace in our area with the average heating hours is 12-yearsThe customer wanted to go with repairsEverything runs in sequence, meaning that we don't always know what is broke until one part is replaced to see if the next part in line is badSomething happened that took out multiple partsI explained that I could not give the money back for the parts already replacedI do not sell used partsI made her the offer of either continuing the repairs at a discount or giving her a huge discount on a new furnaceIt was not our fault that the furnace is broken or old, but I offered the discounts anywayI explained many times that her furnace was old and needed many repairs and was blamed for itI did everything I could to make her happyWe even scheduled the install on a Saturday which would have cost us more money in overtime that I did not charge her forAfter ordering the new furnace she cancelledI'm sorry for the way she feels, it is not our intention to make people mad but it's also not our fault that the old furnace went badShe called us, we made the repairs that she okayed to be madeI even sent our lead tech out for freeWe always advise customers to replace an old piece of equipment rather than repair for this exact reasonI feel bad when this happens as I know repairs and replacement is expensiveWe always give all our customers their options as well as pricing, she was given this information as well

We did remake table pads at no charge and shipped them to the customer on 4/29/The FedEx tracking number is [redacted] Joe emailed the customer on 5/4/and let him know that the pads were deliveredThis has been resolved

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Although they did provide the missing leaf pads they still did not provide the two storage bags I ordered and paid for and the original pads that they remade did not include the magnetic locks that I also originally ordered and paid forThe only reason I originally ordered from this company was for the magnetic locks.Since I paid them on 2/4, they received my custom pattern on 2/but did not provide any product until 4/and then credit company response from them was not received until the beginning of June, the only reason they "won" their dispute was because the time frame for the credit card company to get my refund back had run outIf you call that winning then the company would be rightThe credit card company had to place the call to the vendor to even get them to talk to me on the phone and they still refused to refund my moneyso at that point I had two choices; give them my money and get nothing for it or be forced to accept a remakeSo, although all parts now fit the tables as I ordered, neither set has the magnetic locks and again, I am still missing the two storage bags that were included in the original order Regards, [redacted] ***

We are currently trying to work with the customer to find out what would be the best resolution

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me Regards, [redacted]

We have a promotion going on for $39/piece table pads If you go to our website www.tablepad.com and select the CLEARANCE PAD, you will see the promotionThe price is $per piece The customer has a 5/x ½ table This would be a piece set The customer would pay $x pieces This would total $ This promotion comes with our Base Color, which is a red and white top with a green bottom To upgrade to the premium colors which there are different colors, would cost $more To add the magnetic locking system it would be $ This is an ala carte promotion So if the customer wanted the premium color upgrade and the magnetic locking system it would be $+ shipping When you look at the website and the clearance pad section you will see that we are not being deceptive It is an ala carte promotion which is why it is call in only Thanks for your help in this complaint

We custom make table pads and run different specials We often sell a customer a Gift Certificate to lock in a promotional price, when they don't have exact measurements or still need to make color choices When they send in the tracing of their table or complete their option choices, we produce the pads This part of the process was explained to him at the time of the charge He was clearly told he was purchasing a refundable Certificate and was going to be charged the full amount If he decided to cancel before we made the custom product, we could refund the moneyAll he would need to do is send us the Certificate he purchased and inform us he wanted to cancel the order We have never received the Certificate back in the mail or we would have refunded the customer’s money in full We will refund this order without the Certificate as a customer service gesture But we have not received anything back from the customer

We dont see any validity to this complaintMs [redacted] placed an order with us on July 19, as statedZachs exact words to her were as follows: Our standard turnaround is right around weeks, ½ weeks, you’re a 2-day ship(We can have this call transcribed if needed.) This customer did not specify that she needed an exact delivery day, which we could have guaranteed if requestedWe shipped the order on August 14, which was weeks and days after it was placedThe order was placed on a Sunday, so it could be considered weeks and days, seeing as the order was not placed on a business dayThe package was delivered on August 18, which is business days for FedEx, who does not make residential deliveries on MondaysThe customer kept calling us and saying Zach promised she would have her order in weeks, which is not what he saidThe customer also said in subsequent calls that she only ordered from us because we said she would have it in weeks (which we did not), however she did not tell us there was any specific urgency when placing her order Ms [redacted] call was returned by Joe on August 13, but he spoke with someone other than Nicole, who may not have conveyed the messageHe did not tell this person that Ms [redacted] would have her order the following TuesdayHe said she would probably receive it the second week of August I can have this transcribed as well if neededMs [redacted] called us as well that day and spoke with Amy twice on August 13, and once with Jessica on August We also asked FedEx to email Ms [redacted] as soon as her order was shipped We believe we have been diligent in providing customer service to Ms [redacted] and that we shipped her order in the time frame we originally stated when she placed her order Thank you, Toni B [redacted] Office & Accounting Manager Berger’s Table Pad Factory, Inc International Table Pads US Table Pad Factory, LLC.317-631-2577, ext***

I've spoken with the customer about this and we both agree that this is just a unfortunate misunderstandingWe have worked it out and the customer is happyWe try very hard to not have these types of things happen but from time to time there are going to be misunderstandingsI would like to thank Mr [redacted] for his understanding in this matter

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear belowWhile Berger’s Table Pads has agreed to remake the table pads, my sister, via my nephew’s negotiation, agreed to pay a measuring fee to make sure that the corners and sizing of pads were not incorrect again The agreed upon fee for sizing the pads was $50, yet my sister was charged $ I will definitely not be removing the complaint until the $is returned and correctly sized table pads are delivered Once that happens, I may consider removing the complaint, but that is unlikely, as too many issues have occurred that would make me want to remove my complaint I want the “stain” to remain on their record to warn people not to do business with them Their practices border on being unethical At the very least, it is much too difficult to do business with this company if my family’s experience is any indication of how they do business on a regular basisSincerely, ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I was offered the expedited delivery but I was assured repeatedly that it was not necessary in order to receive the order by May 7thIt was the reason I made the order I stated that in our first phone calls I wrote it in an email on March 22nd (attached) I was assured they would be delivered by then I wrote it in another email on April 26th (attached) I was again assured they would be delivered on time This time it was in writing: "You will get the pads before May 7th." (attached) By May 2, I was getting nervous and asked for confirmation that they would be delivered on time (attached) There was no response I followed up again on May (attached) Finally, on May 4, I was again assured in writing they would be delivered on time (attached) When they were not delivered on time, I tried to reach the company and I was repeatedly ignored I asked for my money back and they refused (attached) I then asked for $off for their failure to live up to their promise They refused I like the pads and want to keep them but I need the $discount The customer service failings are not appropriate I had to come up with an alternative at the very last minute because they did not deliver on their promise Regards, [redacted] ***

Please understand this was a difficult order, and we tried to convey that to our clientThe person who filed the complaint Is Mr [redacted] , but our contact on this order has been Mr [redacted] We did tell him this remake should ship In two weeks when he called on August 22, but then we called back on September because our production department needed a dimension confirmed before the order was upholsteredAt that point, we recut the entire order because it didn't measure the confirmed size We gave•Mr [redacted] a status update on September 18, and we called him again on September 24, the day we shipped the orderThe package was delivered on September at 1:pm and was signed for by Mr [redacted] It's possible that Mr [redacted] didn't know that we had been In contact with Mr [redacted] the day the order was shippedWe have not heard from either customer since the order was received, and we are optimistic that everything turned out great, as we inspected it thoroughly before packaging the conference table pads Thanks, Blakely [redacted]

We have remade the pad for the customer at no charge The remake shipped 8/3/ The magnetic locking system should have been added to her order But, when a customer has us change the size of the pad it makes us charge the difference That is what the issue was with the remake We strive to make every customer happy I have notified the customer of the remake at no charge to her and view this complaint as closed Thanks

Our customer [redacted] called about a table pad on sale for $for any size tableShe chose to pay for some additional features, such as having the table pads cut with an extension leaf of a specific size, locking the pieces together with magnetic locks, and a bag to store her wooden table leafWe also added shipping since she was not picking up her orderShe gave sizes to the original person she spoke with, however she changed those sizes when she sent in her order form and patternShe increased the size of her table by a large amount, but we did not increase her price because the price she paid was for any size or shapeThere is no record of Ms [redacted] calling us after the pattern was received Ms [redacted] is saying that she requested her table pad be ¼” long including her additional leaf pad, however she wrote on her order form that the table is ¼” long excluding her leaf pad, and she also specified on her tracing that the table is ¼” in lengthI’m including copies of both of these documents with my letterThis really wasn’t something that could have been interpreted in any way other than the way she wrote itWhen she later spoke with our quality control manager, Joe, he offered to remake everything with her new sizes and the extras that she ordered for only $60, including shipping and everythingThis would be a loss for us, but we were trying to come up with a compromiseJoe was in no way rude to her, and I can send you a transcript of the conversation if you’d like The customer has stopped payment on her credit card, so as of this time, she has not paid for this custom order, although she is still presumably using the table pads when her table is fully extended Thanks, Blakely

All the issues they have had weren't covered under the warranty and this was tried to be explained many timesWe have been there for free a multiple times and have even refunded money to try and make them happy so I'm a little confused over this complaintThank you

We have spoken with the customer many times. We did not receive the pattern for one of the table pads from the customer. There were pads on one order. We do not normally make any of the pads until all the pads are ready to go to production. We made a special order for this
customer after she called in on the 3rd time and made the pads that we didn’t need anything from the customer to make them right. We made the pads and they have already shipped out, before we got this notice of the complaint. The Customer Service Rep spoke to the customer and explained the issue and she told him that she was going to drop the Revdex.com complaint. We are waiting on the pattern for the 3rd table and will be shipping it out soon after we receive it from the customer. All of this has happened before we got the complaint letter from the Revdex.com and we hope this resolves the complaint

This customer ordered custom made product. We made it to the customers specifications in the specified time period. We did not drag it out so long the Credit Card company could not retrieve her money. We responded to the credit card dispute and won the case. The customer
decided to send the table pads back to us on her own accord. We never tell customers to waste the money sending them back to us due to it being a custom made product. We remade the table pads for the customer as a customer service gesture at no cost to make her happy. The original issue was not with the leaf pads so we did not remake them for the customer. While we remade the pads she must have decided to send the other pads back (on her own) and we did not know we needed to remake the leaf pads. I have submitted a remake again for the customer today at no cost once again to her for the leaf pads. She will receive them within weeks of submitting this response. We are committed to customer satisfaction

We did include the magnetic locking system on the remake for this customer. We did not know that she was missing storage bags They have been set in motion to be delivered. We did not win the credit card dispute due to timing. We won the dispute because we provided the customer the table pad she ordered

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