Hopkins Roofing & Siding

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. I want to keep the
matter open until I receive the new product. When I receive the table pads in acceptable condition, I will close this matter.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:See Attached Document
Regards,
* ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Yes, it is true that the item did arrive on the 29th of September, but as with the last shipment of both the desk pads we originally ordered and the recent conference pad...the corners were dented!! The last time this occurred, the sales rep from our local area came out and took photographs and sent them to Bergers and they refused to address itMr*** stated that they wanted to go after Fedex, but the box showed signs of outside damageHe them stated he would talk with someone in management about our concerns and NEVER returned a call back to meThe recent order came with the same dents on the corners and no damage outside the boxThe packing inside the box was less then stellar. Mr*** kept me well informed of the contacts he had with the company, but I was the one who logged the original complaint with the company as well as making repeated calls with no responseOur complaint is that the original was incorrect (conference pad), then when the sales rep came out to take new measurements for a redo (he returned weeks later stating that Berger's lost the measurements and he had to redo them)It has been delay upon delay upon delayI will not recommend this company to another and would like a refund on our items and we will gladly return everything they have sent usI am filing another complaint here in my local stateThank you!
Regards,
*** ***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I submitted a rebuttal to the response your office received from Berger's Table Pads in regards to my dispute/claim with their company. I want to furnish the following information to substantiate my rebuttal. This dispute has always been about the lack of magnets in the table pads. A $deposit was made on March 1, and the table pads were ordered, with magnets, on March 2, and the remaining balance of $was paid, both charged to our visa credit card. The transactions were handled by phone by their employee, Jesse M***. We were never sent a receipt or copy of the order. Not by mail or email. On March 16, we did receive table pads from Berger's. No invoice or packing list was enclosed. When we put the pads on the table, I realized they had no magnetsThe size was not the issue. No magnets was. I tried to call Jesse M*** and was told he no longer worked there. I talked to Zac T***. He listened to my issue and told me he would have to go back and listen to the tapped conversation with Jesse M*** from when I ordered the pads. He called me back the next day and confirmed, that magnets were supposed to be included in the table pads and that they would remake for free. He further stated that since they were remaking the pads, that they would make them a little larger all at no additional cost to me. He asked me to please email him measurements and picturesHe further stated that he would email me a standard order request so I would have his email address. I did receive the email at 6:on March 17th. On March 19, I emailed the requested information to Zac. On March 21, I sent a follow up email to Zac to verify he had received the informationOn March 29, I resent the information to Zac and stated that I was getting a little concerned I had not heard from him. When I still did not hear from Zac, I called again and was told that Zac was out on emergency leave and that I would now be working with Joe L*. After explaining everything to Joe, he stated there would be a charge of $to remake the padsI explained to him that Zac T*** had stated that since the magnets were on the original order they would remake for free, even the little larger sizeHe said that Zac was new and did not know the rules I told him that he was an employee of Berger's and they needed to honor what he said as a representative of Berger's and working the phones. I asked to speak to a supervisor. He connected me to Ryan S***. I had to leave a voicemail explaining the issue. That was on March 29, .After no return phone call for several weeks, I did decide to file a dispute with my credit card company MrS*** stated in his response to Revdex.com that they offered to remake the custom made table pad at no cost to me, that I declined and decide to go to my credit card company and file a disputeThat is not true . I filed the complaint because MrS*** never did return my phone call. I never received a return phone call until April 28, when Berger's had received a letter from my credit card company stating I had filed a dispute for the charges for the table pads with no magnets. MrS*** did state to me that they had received the dispute and had to respond to get the monies credited back to themHe did then offer to remake the larger pads, with magnets for no additional charges. I told him that we were not sure we still wanted to do business with his company. After talking to my credit card department, I called him back and left a voice mail that we did not want to do business with themHe then furnished my bank an "Order Confirmation" dated May 23, which they NEVER furnished to me. My bank then issued the monies back to Berger's Table Pads. I did then leave MrS*** a voicemail that I wanted them to remake the correct table pads at no cost as he had said they would do. After no return phone call from MrS*** I submitted the complaint on June 14, with your Revdex.comRegardless of the "Order Confirmation" they furnished to my bank, Zac T***, their employee had verified from the taped phone order that I did in fact order magnets Therefore, his statement to your Revdex.com that the table pads were made to the customer's specifications is not true nor correctAgain, the magnets are the real issue, not the size. Also, they have not tried to reach me. I have an answering machine on my phone, plus shows all missed calls. We have had no calls from Ryan S*** nor anyone a Berger's Table PadsAfter receiving the email notification from Revdex.com last week of their response to my complaint, I left yet another voice message for Ryan S*** on his direct line. I left my home and cell phone numbers, and to date have not heard from him. I will be happy ask my phone carrier for records indication all of my incoming callsThat includes all records dating back to June 5, when I left the message prior to contacting Revdex.com. *** ***

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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference,
details of the offer I reviewed appear below
YES, I FINALLY DID GET A SHIPPING NOTICE FROM BERGER’S ON THURSDAY, 4/20, AND DID RECEIVE THE TABLE PAD ON FRIDAY 4/21.I HAVE TAKEN PICTURES OF THE TABLE PAD AS EACH OF THE INNER CORNERS, WHERE THE MAGNETS ARE, ARE NOT SMOOTHAS EXPECTED. THEY ARE WRINKLED, AS IF MATERIAL WAS NOT PULLED TIGHT. I STILL FEEL SOME REIMBURSEMENT SHOULD BE MADE, FOR THE FLAWS, OR I SHOULD BE SENT A COMPLETE NEW SET.THIS IS NOTHING I EXPECTED FROM A ‘SO CALLED’ EXPERIENCED MANUFACTURER WITH A SATIFICATION GUARANTEE.I WOULD APPRECIATE COMMENTS FROM BERGER’S ON THIS.Regards,
*** ***

Complaint: ***
I am rejecting this response because:See Attached Document
Regards,
* ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is acceptable to meIt only took months, a credit card chargeback, and Better Business complaints to finally get everything I paid forIf the company would have just responded to my calls back in April when I received the first shipment with the wrong size pads this could have all been avoidedI spoke to different people and none of them would help me; they would just transfer me to voicemail, even after I told them the problem and that the rep wouldn't call me back. When I got the replacement shipment from the 1st Revdex.com complaint, I called and emailed the manager, Ryan S*** to talk to him about the missing bagsIf he had responded to either of those methods of communications I wouldn't have made the 2nd Revdex.com complaint.I only agreed to deal with this company for the replacement items because the credit card company told me that the time frame for them being able to get my money back had run out since I paid for my product on 2/4, received it on 4/and it was then the beginning of Jun once the vendor responded to the chargeback and *** ** *** said they would rather I got product for the $550+ that I had paid rather than nothingSo, either the vendor or the credit card company is lying about the reason they "won" the credit card claimTake your pick as to which one is might be.Regardless, I have now finally received everything I paid for and promise to never do business with this company or refer them to anyone else in the future. I appreciate the assistance of the Revdex.com in getting a resolution to this complaint
Regards,
*** ***

Company has responded stating they will have new pads made and they will be shipped in 7-days

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 *** for his understanding in this matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to meI was offered a substantial refund for the issues related to my order The table pads arrived at our home They look and work perfectly
Regards,
*** * ***

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
http://originalfactorydirecttablepads.com/Clearance_Pad Could the business send me the link on their website that they claim states all the information that they responded was there when you select CLEARENCE PADI do not see anything under that link about $per piece, or the base color being red and white or that magnetic locking is extra.Regards,*** ***

We were called to diagnose the furnaceThe unit is years old and not maintainedThe customer was informed of this at the timeThe offer was made to get a project manager out to quote a replacement instead of repairWe were informed at that time that she would rather repair than replace because of costOnce repairs got too expensive she then wanted to replaceI gave her the price of all parts off of the price of a new unit at that timeI also offered to give her the Comfort Care Agreement money backWe decided on what unit to put in and I gave her a priceShe then talked to our retro fit manager to get her on the schedule, while talking to our manager she told her that I had told her a different and more expensive furnace to put inI told our manager that was wrong but also told her to go ahead a give her the more expensive unit anywayShe then wanted to do the work on a Saturday, which is more expensive for us, but we scheduled it on Saturday anyway to meet her needs without raising the priceShe then called late Friday night to cancel the workI have not heard back from her sense until the first complaint on Revdex.comIt is not our fault that the unit is old and has broken downI have done everything I can do to make her happyI am more than happy to refund the Comfort Care Agreement money and maybe even work something out on the billBut I am not going to give it all back as we only did what we were asked to doAll the while explaining every process along the wayI feel we have EARNED our rating with the Revdex.com because of our hard work, the quality of our service and the quality of all our techsI am sorry this has not worked out in this customers favor but also feel I have done everything possible to make her happy

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

After receiving this complaint, we called the customer She never called us to let us know about the damaged pads If she had, we would have resolved this the same way we are resolving it based on this complaint This is FedEx shipping damage This is why we pay extra for FedEx shipping insurance We will file a damage claim with FedEx and, of course, remake the pads at no charge to her We have a 100% customer satisfaction guarantee The remake for the custom pads has been submitted to production According to the phone call Ryan S*** had with the customer this morning, she is satisfied with this answer

This was a mistake on our part and it has been resolvedThe customer does not owe us anythingThank you

We were called to diagnose the furnace. The unit is 14 years old and not maintained. The customer was informed of this at the time. The offer was made to get a project manager out to quote a replacement instead of repair. We were informed at that time that she would rather repair than replace because of cost. Once repairs got too expensive she then wanted to replace. I gave her the price of all parts off of the price of a new unit at that time. I also offered to give her the Comfort Care Agreement money back. We decided on what unit to put in and I gave her a price. She then talked to our retro fit manager to get her on the schedule, while talking to our manager she told her that I had told her a different and more expensive furnace to put in. I told our manager that was wrong but also told her to go ahead a give her the more expensive unit anyway. She then wanted to do the work on a Saturday, which is more expensive for us, but we scheduled it on Saturday anyway to meet her needs without raising the price. She then called late Friday night to cancel the work. I have not heard back from her sense until the first complaint on Revdex.com. It is not our fault that the unit is old and has broken down. I have done everything I can do to make her happy. I am more than happy to refund the Comfort Care Agreement money and maybe even work something out on the bill. But I am not going to give it all back as we only did what we were asked to do. All the while explaining every process along the way. I feel we have EARNED our rating with the Revdex.com because of our hard work, the quality of our service and the quality of all our techs. I am sorry this has not worked out in this customers favor but also feel I have done everything possible to make her happy.

This was a mistake on our part and it has been resolved. The customer does not owe us anything. Thank you.