Howes Masonry

Complaint: [redacted] I am rejecting this response because: I received a call today from a representative regarding our complaint He was very rude and only made excuses for the salesperson giving us incorrect information about the wiring not being visible and stated that the salesperson is no longer with the company This was information (the salesperson is still employed with the company) He went on to say we didn't need to contact the Revdex.com and said he could not help us and would pick up the awning and refund what we paid ($1700.00) He later called back to apologize for being short tempered on the phone and said if they remove the awning they will not be responsible for any damages to my house Regards, [redacted] & [redacted] ***

The following background information is excerpted from thereply given to the client’s review of our company published on YelpI apologize for thedifficulties surrounding the purchase of a Sunsetter Oasis awning from mycompany If I were in your situation, Iwould be distressed too The awningsales season is compressed into four months starting in April and ending inJuly Conditions are often chaotic dueto the sudden rush of business As weshared with you over the telephone regarding the overstock Oasis that youpurchased at a discounted price, unfortunately the left hand simply didn't know what the right hand wasdoing Residing in Dallas, the Oasis waslent to an HOA for a one week evaluation by our Dallas team at the same time itwas sold to you in Austin While we wereable to meet the three week installation commitment, indeed the awning is nowtechnically "used" in that it resided with the HOA for a week Were it not an overstock item, the mattercertainly should have been handled differentlyI apologize sincerely for the stress it caused youThe client asked for and received a refund already It was granted immediately upon the client’srequest There is no dispute nor issuein need of resolution The “complaint” issimply an expression of dissatisfaction and as such belongs on a review sitesuch as Yelp, not the Revdex.com Dispute Resolution Service As such, I respectfully request that the “complaint”be closed and stricken from the record

To our gracious client,I understand your frustration and certainly will resolve your issue I certainly expect prompt communication Unfortunately, the sales rep that served you left the company a couple weeks ago And the installer is no longer with us Thus, we didn't
receive the messageAnd thus you are no longer receiving responses from eitherHad you contacted us via the phone number at the top of your contract (the company's main line), you would have received the service you anticipated A Revdex.com complaint is really not necessary, especially for the re-routing of an electrical cord a few weeks after installation Our department manager will contact you shortly to investigate and resolve the issue to the best of our ability. Regards,*** ***, President, Austin Gutter King

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
Regards,
*** ***

Mr***,I apologize for the frustrating experience that you have endured. Unfortunately our communication processes fell short in this instance. The cause of the matter is related to the framing of your fascia, which is so far out of level that we are unable to remedy the
issue. There is no way to remedy the overflow issue as the fascia is currently framed. Our inspector noted the matter, but we failed to share it with you. At our expense we will rework the fascia so that the gutter can be sloped adequately. Again, I apologize for poor communication.Sincerely,*** ***PresidentAustin Gutter King

Complaint: [redacted]
I am rejecting this response because: I received a call today from a representative regarding our complaint.  He was very rude and only made excuses for the salesperson giving us incorrect information about the wiring not being visible and stated that the salesperson is no longer with the company.  This was false information (the salesperson is still employed with the company).  He went on to say we didn't need to contact the Revdex.com and said he could not help us and would pick up the awning and refund what we paid ($1700.00).  He later called back to apologize for being short tempered on the phone and said if they remove the awning they will not be responsible for any damages to my house. 
Regards,
[redacted] & [redacted]

The following background information is excerpted from thereply given to the client’s review of our company published on Yelp. I apologize for thedifficulties surrounding the purchase of a Sunsetter Oasis awning from mycompany.  If I were in your situation, Iwould be distressed too. ...

The awningsales season is compressed into four months starting in April and ending inJuly.  Conditions are often chaotic dueto the sudden rush of business.  As weshared with you over the telephone regarding the overstock Oasis that youpurchased at a discounted price, unfortunately the left hand simply didn't know what the right hand wasdoing.  Residing in Dallas, the Oasis waslent to an HOA for a one week evaluation by our Dallas team at the same time itwas sold to you in Austin.  While we wereable to meet the three week installation commitment, indeed the awning is nowtechnically "used" in that it resided with the HOA for a week.  Were it not an overstock item, the mattercertainly should have been handled differently. I apologize sincerely for the stress it caused you. The client asked for and received a refund already.  It was granted immediately upon the client’srequest.  There is no dispute nor issuein need of resolution.  The “complaint” issimply an expression of dissatisfaction and as such belongs on a review sitesuch as Yelp, not the Revdex.com Dispute Resolution Service.  As such, I respectfully request that the “complaint”be closed and stricken from the record.