Integrity Home and Cottage

The scheduled install is for Monday, June 8th

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and accept the company's apologyThe refund has been madeI do not wish to do further business with this company, as they offered

We would like to extend our sincerest apology to [redacted] for any inconvenience and/or aggravation she has experienced Unfortunately in the service industry it is sometimes hard to set a schedule and stick to it due to unforeseen circumstance We do try our best to be mindful of our customer's individual needs and stipulations In this case, it seems, there was a break down of both communication and scheduling policy An internal investigation will be conducted to determine the exact area of dysfunction to insure future complication does not arise and possibly saving any other customer from experiencing the same inconvenience [redacted] has been given a full refund for any payments she has made We would like to offer to complete the project for [redacted] at a discounted rate

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards, Hurricane Glass has scheduled installation before and never called and never showed up Let us see it they show up today.I have sent a written request as to approximate time of installation so that I may better plan my day and not miss them.I am leaving on vacation tomorrow and need to run some errands before leaving So far no response from Hurricane Glass.Thank you for your help [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Sent: Friday, June 05, 8:AM *** *** Subject: Fwd: SCHEDULING ---------- Forwarded message ---------- From: *** *** Date: Fri, Jun 5, at 8:AM Subject: Re: SCHEDULING To: Hurricane Glass Amy: You called me and said you could install my shower enclosure on Thursday. I asked if you could install it on Wednesday because I had relatives coming down to help me move to *** on Thursday. You said "no"your hours were already scheduledI asked for you to talk with the owner to see if he could work something out since I had been waiting so long. You said you would call me back. You never did. Then I asked if you could give me a time for Thursday, you said "no" you had given that spot to someone else. Then you said you could do it Saturday. I reminded you that we would be moving to *** on that day and coming back on Sunday. I have asked to talk with the owner on numerous times and been told he would call. No one calls. I have had me on a schedule many times and no one calls or shows up. You seem to have remembered that I had people coming to move me but forgotten that we were doing the moving on Saturday. Please schedule this install for Monday, June 8th. I will be out of town after that on vacation. You can reach me on my cell phone. ***. It works fine for everyone else. I will get the call. I operate a real estate business and I do not have complaints from anyone else about getting in touch with me. Please schedule me for Monday. *** *** On Thu, Jun 4, at 11:AM, Hurricane Glass wrote: I am contacting you regarding the installation schedule for your shower. My manager and the owners of our company have requested that any and all communication between you and our company be written via email from this point on. This is the best way to prevent any further miscommunication. The summary of our communication on Tuesday is as follows: Tuesday - 06/02/I contacted you and let you know that we could not put you on schedule for Wednesday as my tech was already booked. I did let you know that Thursday was the first available day I could have you on schedule. You stated you had paid people to come and do work for you on Thursday and Friday and could not be available on either day. These are your words. You then inquired about a Saturday install. I told you I would have to check with my installer and could get back with you the following morning. You went on to say that you would be going out of town and returning Monday and packing to go on vacation. You would be leaving for vacation on Tuesday. Following your vacation you would be undergoing surgery When you declined to be on schedule for Thursday because of your schedule we did fill in this schedule with someone else. I understand that your shower needs to be done and this is taking far too long but we are at a loss as to what needs to be done. You have no available day to meet us so we can install. If you cannot free up your schedule to meet us how can we possibly install the shower. Please give me a date when you will be available and I will have a technician there. Again, all communication is to be conducted via email. Have a nice day, Amy Hurricane Glass Inc *** *** ** *** *** ** *** (281)487-office (713)941-fax *** www.hurricaneglasshouston.com *** LOWEST PRICE GUARANTEE ***
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Sent: Wednesday, June 03, 2:PM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint #*** I received a telephone call from Amy with Hurricane Glass. She said they had no record of my calls, however, that doesn't sound right since they should have been contacting me if they had the glass for months and it was not installed. They did call and they are going to try to have the shower enclosure installed before I go on vacation on June 8th. Thank you for your service. *** ***
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  
 From: [redacted] Sent: Tuesday, June 09, 2015 7:19 AM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]   The "facts" as stated by Hurricane glass is not true, however, they did come on 06/08/15 and installed the shower enclosure.  Thank you for your help.  [redacted]   On Mon, Jun 8, 2015 at 2:46 PM, <[redacted]> wrote: This e-mail is to notify you that you currently have a new message with Revdex.com in regards to complaint #[redacted]. Please click on the link below to access Revdex.com's Online Complaint Management System to read this message. Click here to read the message. If your email program does not support the link above, then please copy and paste the link below into your browser. http://odrcomplaint.Revdex.com.org/ODRWeb/Home/SecureLogin.aspx?SecureLinkGuid=c...⇄ This is a post-only mailing. Replies to this message are not monitored or answered. If you have any further questions or concerns, please do not hesitate to contact us at [redacted] or [redacted]. Thank you.

I am responding to the complaint filed by Ms. [redacted]. I have to state up-front that the majority of the statements in her complaint are completely untrue. [redacted] did contact our company on March 16th. She was called with a price not 2 weeks later as [redacted] stated but a...

mere four(4) days later. At that time [redacted] provided a credit card for a deposit. At no time did [redacted] make mention of any diagram, drawing or any sort of pictures to be sent to her. Per our standard procedure we sent our installer out to confirm all measurements before we ordered the shower unit. The first day the measurement confirmation was on schedule we left a message for [redacted] when we were on our way but she did not return the phone call which reset the appointment for the following day. The shower was officially measured on March 25th. Again, no where near the 2 weeks [redacted] has claimed. I would also like to mention [redacted] stated that we called her around 8:30 in the evening – our office closes at 5:00pm. There is no way possible someone called her a 8:30pm when our office had been closed over 3 hours prior. The shower order was placed with our manufacturer on March 26th and came in to us on April 17th. This is longer than it usually takes to have a shower enclosure fabricated but our manufacturer had parts on back order we had to wait for. Once the shower did come in on Monday, April 20th [redacted] was called to schedule an installed date. [redacted] did not return the call. [redacted] was called again on Wednesday, April 22nd and scheduled the install for Thursday, April 23rd. [redacted] stated that we showed up sometime in May with the glass to install – again this fact is incorrect. It was on this date, April 23rd, that it was noted that one of the panels was made incorrectly. While my technician was on site [redacted] finally made mention of the want to see pictures of a similar completed shower so she would know what to expect upon completion. An email with pictures was sent to [redacted] on April 23rd. It took [redacted] ten(10) working days to call the office to confirm the approval of the shower. At that time, May 7th, the correct panel was re-ordered. We did delay the ordering of the correct panel until hearing from [redacted] because she had apparently changed her mind after approving the shower in March. The correct panel came in on May 19th which is seven(7) working days, excluding the holiday on May 18th. On Tuesday, May 19th [redacted] was called to schedule a date for install and we have yet to hear from her. It has been two(2) full weeks since the last attempt of contact with [redacted]. There have been delays in the installation of this shower but the majority of these delays have been on the part of [redacted] either neglecting phone calls, neglecting to return phone calls or neglecting to communicate information in a timely manner. To my knowledge [redacted] has not called and been put on hold. We have tried numerous times to schedule at date to install so it makes no sense that we refuse to give her an install date as she claims. As I have stated above the majority if not the entirety of [redacted] claims are inaccurate.

We would like to extend our sincerest apology to [redacted] for any inconvenience and/or aggravation she has experienced.  Unfortunately in the service industry it is sometimes hard to set a schedule and stick to it due to unforeseen circumstance.  We do try our best to be mindful of our...

customer's individual needs and stipulations.  In this case, it seems, there was a break down of both communication and scheduling policy.  An internal investigation will be conducted to determine the exact area of dysfunction to insure future complication does not arise and possibly saving any other customer from experiencing the same inconvenience.  [redacted] has been given a full refund for any payments she has made.  We would like to offer to complete the project for [redacted] at a discounted rate.

[redacted] was called five(5) times, two(2) voicemails were left and two(2) emails sent before she responded.  THIS has happened before.  She has claimed we are not calling the correct number or something but all phone calls ended with her voicemail and her voice.  My techs did meet with her in the end and the shower was installed.  It was signed and completed to her satisfaction.  This job is complete  and we sincerely hope to not have to go thru all of this again.

This order has been cancelled as per the customer's request.  All money paid has been refunded via credit card.  We do apologize for the inconvenience.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and accept the company's apology. The refund has been made. I do not wish to do further business with this company, as they offered.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
Hurricane Glass has scheduled installation before and never called and never showed up.  Let us see it they show up today.I have sent a written request as to approximate time of installation so that I may better plan my day and not miss them.I am leaving on vacation tomorrow and need to run some errands before leaving.  So far no response from Hurricane Glass.Thank you for your help.  [redacted]

The scheduled install is for Monday, June 8th.