ImproveIt Home Remodeling, Inc.

ImproveIt! Home
Remodeling appreciates Ms. [redacted]’ feedback and stands ready to honor its 100%
satisfaction guarantee.
On November 19,
2015, ImproveIt! installed a walk-in bathtub for Ms. [redacted].  Two days
later she contacted ImproveIt! and reported scratches on the door....

 An
ImproveIt! technician visited her home twice in the following two weeks.  During
the first visit, the technician buffed the door to remove a minor scratch.
 During the second visit, the technician determined that the door had some
minor scratches remaining and that the door was rubbing the tub due to settling
after installation.  The technician recommended that the door be replaced
and the tub legs adjusted to compensate for the settling.  Ten days later,
on December 22, 2015, after the door was ordered and received from the
manufacturer, an ImproveIt! technician visited Ms. [redacted].  During this
visit, he first adjusted the legs of the bathtub per the manufacturer’s
recommendations.  After he made this adjustment, and contrary to Ms.
[redacted]' complaint, Ms. [redacted] chose to keep the original door with the
minor scratches instead of having the door replaced.  
On December 31,
2015, Ms. [redacted] contacted ImproveIt! and asked that ImproveIt! recaulk the
bottom of the tub.  The recaulking was completed on January 4, 2016.
 Afterward, on February 9, 2016 , Ms. [redacted] contacted ImproveIt!
regarding the air jets in her tub.  ImproveIt! has placed several calls to
Ms. [redacted] to schedule a service appointment but she has not returned the
messages. 
ImproveIt! is
always looking for ways to improve the customer experience and apologizes for
Ms. [redacted]’ inconvenience.  ImproveIt! stands by its 100% satisfaction
guarantee and looks forward to a return call from Ms. [redacted] to schedule the
service appointment and resolve her concerns.

Revdex.com: We were told they are bringing us our refund in person. 
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

Thank you for sharing your additional feedback. We want to assure you that we take this matter very seriously and are fully committed to your complete satisfaction. As soon as the service work is completed, I’m happy to address the compensation requested. Please know that when you were put in touch...

with our Acting Director of Customer Service, it was only to ensure a speedier response in my absence. I will call you when I’ve been notified that the service has been completed so that we can discuss an amiable resolution and address any remaining concerns you may have.  Sincerely,Seth C[redacted]President

Thank you for bringing your concerns to our attention. While based on the contract you signed we are under no obligation to cancel your order since we were not notified about your decision during the time period specified therein, in good faith we would like to offer the following proposed...

resolution options. Option 1: We will provide a refund totaling $1,802, which consists of your $2,531 deposit minus a 15% restocking fee of $729 ($4,862 x .15); Option 2: We will make every reasonable attempt to re-sell the materials purchased for your job. We are confident that we can repurpose the material within 90 days. When we do, we would refund the total deposit of $2,531. Please let me know within three business days of your preferred option. I can be reached at ###-###-####. -Seth C[redacted]

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

From: Cammeyer, Seth [mailto:[email protected]] Sent: Friday, October 09, 2015 9:45 AMTo: Kathy Giere <[email protected]>Cc: Evelyn DeGaugh <[email protected]>; Helen Mac Murray <[email protected]>Subject: FW: You have a new message from the Revdex.com of Central Ohio complaint #10806284. In re: Spencer TirschekSpoke to customer this morning- he is completely satisfied and told me that he would respondTo the email he received this morningThanks KathySeth A. CammeyerImproveit Home Remodelingimproveit! 360614-291-5400 ext [email protected] www.improveit360.com

Thank you for bringing this matter to our attention. We apologize for your experience and are committed to an expeditious resolution. [redacted] is a new employee who doesn’t usually receive calls of this nature. Please know she will receive the proper training to ensure this doesn’t happen in the...

future. All contracts are subject to the Federal 3 Day Right to Cancel provision. Therefore, there will be no problem cancelling your order and returning your deposit. You will be contacted today (2/15/17) or tomorrow (2/16) regarding your cancellation. Again, we apologize for the situation and any inconvenience it may have caused. If I can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####. [redacted] Tell us why here...

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

Mr. [redacted], Thank you for bringing this matter to our attention. We sincerely apologize for your experience. I want to personally assure you that we take your comments very seriously and are taking the necessary steps to audit our communications processes to prevent this from happening in the...

future. It’s my understanding from our Director of Installation & Service that you two have spoken and we’re scheduled to be at your home this Saturday. I’m confident we’ll address all issues to your complete satisfaction at that time. If I can be of any future assistance, don’t hesitate to contact me directly at ###-###-####.Seth C[redacted]PresidentTell us why here...

Improveit! has spoken with Mrs. C[redacted] and advised her that they would refund her $8,000 when her new door is installed and Improveit!'s door is available for pick up from her home.

Improveit! went to the customer's home and found that the issue was an exterior outlet that was broken. Improveit!'s evaluation of the outlet indicated that the cause could not be determined because the outlet was so old that it could have been broken by something as simple as the installer plugging...

in his equipment; but no way to be sure exactly how it happened. Improveit! replaced the outlet & inspected the rest of the house and formed the opinion that the attic insulation had nothing to do with the broken outlet.  Shortly thereafter, Improveit! called the customer to follow up to make sure everything was in working order. The customer stated that everything was working now and they are happy with the resolution.  Improveit! considers this matter closed.

I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me.
Regards,
[redacted]

Roman";mso-bidi-theme-font:minor-bidi;
mso-ansi-language:EN-US;mso-fareast-language:EN-US;mso-bidi-language:AR-SA">I...⇄ is 
happy  to  report 
that  its  representative  met 
with  Mr.  [redacted] this past week and showed him how the
foundation is solid and sound.  The issues appear to have arisen primarily due to
air conditioning and heat being added to the room.   However, ImproveIt and Mr. [redacted] arrived at
an agreement as to how ImproveIt will remedy a door issue, and they are in the process
of scheduling the service call at this time.  Mr. [redacted] reports that this resolution is to
his satisfaction, and, therefore, ImproveIt considers this matter fully resolved.

Regards,  the service manager (paul) contacted us yesterday and set up an appointment for 11:00 am. He nor anyone else showed up or called to cancel.  Finally at 1:50 pm Joe showed up, took pictures and said he would contact us. Brad, the service technician who dropped in on 6-22 and said he would call back  on the morning of 6-23  never called, again. The information  provided in the companies response to our complaint is inaccurate and some of it is false.[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

Thank you for sharing your important feedback with us. We take every request to be removed from future contact very seriously.  As President of the Company, I have personally checked to ensure we have complied with your request. Please rest assured that you will longer receive...

any further contact. We apologize for any inconvenience. If I can be of any additional assistance, please contact me at directly at ###-###-####.Seth C[redacted]President

We are happy that you are satisfied with the restitution we’ve provided. Once the door is replaced and the old one returned to us, we will promptly process the balance of your refund. At that time, we are open to evaluating the timing and extent of any additional damage that can be definitively tied to our product and/or installation. Thank you,Seth C[redacted]

Improveit finished the installation of a new shower door and fixtures in customer’s home on February 5, 2016.  The shower door glass was marked OBS on customer’s contract but Rain on the contract transmittal sheet (OBS was installed).  On 2/29/16, Improveit offered to swap the glass door...

with Rain but customer stated that she did not want to go through the trouble of swapping it out.  Additionally, the shower door and valve were chrome, but the handheld wand was brushed nickel and needed swapped out for chrome.  Improveit scheduled with the customer an appointment to swap out the handheld with the correct chrome style for 3/29/16.On 3/29/16 when Improveit went back to swap out the handheld wand, customer brought up the shower door again that she was originally okay with.  Improveit told the customer that they wanted her to be happy so they agreed to order a new door since it was marked Rain on the contract transmittal sheet.  Customer was pleased and the new door was ordered, received and installed on 4/25/16.  Upon installation, Improveit noticed the door width was now ¾ inch too short, so a new center mullion piece to widen the door was ordered for the customer. On 5/19/16, Improveit returned to customer’s home to swap out the new piece that would fix the issue of shower door width.  The customer was very pleased with the results and Improveit left the customer’s home with the understanding that all issues had been resolved and customer was fully satisfied with the job.  During every visit to the customer’s home, Improveit was at all times very courteous to the customer and they have never refused to fix any issue that the customer brought to their attention.  Moreover, until this Revdex.com complaint, Improveit was unaware that the customer was still having issues with the shower door.  As a result of this complaint, Improveit has contacted the customer and scheduled another visit to remedy the issues that apparently still exist with the shower door for 6/23/16.  Improveit has every intention to do whatever it takes until the customer is fully satisfied and none of the issues that have occurred were a result of Improveit’s ill intent.  Customer satisfaction is their first priority.