Initial Business Response /* (1000, 5, 2014/11/14) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@m-mcorp.com
We called Mr*** to discuss the problem and asked if it would be ok to stop out at the house for further inspectionUpon inspection it was
determined that Mr*** has a cathedral area of his home that is not getting proper intake ventilationM&M has agreed to remove some of the necessary roofing in an effort to install baffles and intake venting along the eave of the homeThis was not part of the original contract but we have agreed to do this at no chargeMr*** was agreeable to this solution
M&M Home Remodeling Services has completed the work as contracted with Mrs. [redacted]. This week our sales manager made sure to get together by phone to discuss the invoice issue and new invoices are prepared. There were just a few minor details that kept the invoices from matching the customers...
expectations. One example would be at time of payment the customer presented a $100 M&M gift card. It clearly states that this must be presented at time of sale and can't be used with any other discounts. Our sales rep gave a discount at the time of sale and this card was not presented at that time. M&M would not normally talk the card because the discount given was worth more. However in this case, we have accepted it as an additional discount. The disputed amount at this time is for approximately $1,600.00 that Mrs. [redacted] claims is owed for cleaning of her deck. The claim is that we damaged the deck. Mrs. [redacted] wants this amount reflected on her invoice and she wants to be able to pay her bill less this amount. M&M is not willing to do that. During installation this was not brought to management attention. We had a project manager on site at all times, two superintendents visited this home, of which one stood on the deck with Mrs. [redacted] and there was never any mention of damage. Had M&M been made aware of the damages, our team would have documented it in writing and with pictures. We then would have determined if we had any part in the damages and if so we would have taken the proper measures to get the situation fixed. Mrs. [redacted] had a company come out and do the work and then notified us of the damages. I do apologize if Mrs. [redacted] feels her experience with us was not what she had expected, but we have completed the work as we contracted to do and now payment for that work is due and the balance is outstanding. This outstanding balance is what has prompted the certified mailings. Our sales manager has tried to be in touch with Mrs. [redacted] throughout this process. We would like this claim to be closed out and full payment to be made at this time. [redacted]Vice-President of Operations
Complaint: [redacted]
I am rejecting this response because:The response provided by M&M is an attempt to simplify the original complaint submitted on 10/13/16 to a billing dispute. The original complaint was not about a billing dispute as described in the response. A billing dispute over charges and credits does not warrant a complaint to the Revdex.com. On 10/13/16 we filed a complaint due to M&M's unlawful act of attempting to intentionally coerce and frighten our family into paying an incorrect balance by threatening a lien on our home. It is terrifying for a family to be the victim of such threats by a company. Prior to filing the complaint on 10/13/16 all of our attempts to receive an updated and corrected invoice were ignored. There was no communication from M&M other than threats over an incorrect bill. It was only after filing the complaint with the Bureau that we received attention to this matter and corrected invoices were generated. It took 7 months for M&M to complete the work outlined in the contract signed in March of 2016. Throughout this 7 month project there were many problems and complications. The work was finished the first few days of September. After the work was completed, we received a bill for services and a request for payment. The total amount owed was incorrect for several reasons. In September we provided what we believed to be final payment for all work and documentation to support our understanding. The checks we submitted were cashed and the dates they cleared the bank are proof that we presented them with our documentation in September. We did not hear from M&M in regards to our request. On October 4th we did receive a letter in the mail asking for a payment of #3,462.00. We still believed this was incorrect. We contacted M&M on 10/4 and requested an updated invoice so we could understand the charges. We did not hear from M&M or receive an updated invoice until 10/13. On 10/13 we received a letter threatening a lien on our home via certified mail. On 10/17/16, after filing this complaint with the Bureau we finally received contact from M&M. They agreed that there were mistakes in the billing and corrected the invoice to reflect a credit of $1862.00. It was our right to receive an updated bill and it is a reflection of M&M's business that we had to file a complaint to get one. To state that M&M's management has been in continual contact with our family is false. Management from M&M spoke to or communicated with us once in June due to their inability to begin the project and once again on 10/17/16. Two times over the course of 8 months does not reflect continual communication.In regards to the current billing dispute with M&M;- The 100 gift card was presented in March when the contract was signed. The sales representative teased us by saying, "Are you really worried about $100 when the total amount for this project is so big? If you are, I can bring you 10 more of these if you want." The sales representative did not take the card with him. 2 days after signing the contract, on April 2, 2016 we have a documented email to the sales representative where we stated that the gift card was not taken. -The damage done to our property after this 7 month process is visible. The crew knows where it plugged in the machine and where they dripped paint on their way to the water faucet. This damage was not visible until all of the furniture and equipment was back in place. In the letter that was submitted in September, this damage was clearly noted and referred to. Due to the challenges of dealing with M&M over this 7 month process, we knew that we needed to document all concerns and communication in writing. Therefore, when standing on the deck with the project manager, we did not verbally discuss the damage. The damage is visible and we will continue to pursue our right to compensation. M&M continues to threaten our family. We are victims of their incompetent business practices.
This letter is in response to the complaint filed against M&M Home Remodeling Services by Mrs. [redacted] D [redacted]. The complaint is that we have taken no action and that they would like to hire another company and have M&M pay for it. The contract that M&M has with Mrs. [redacted] is...
from 2005 and it came with a 5 year workmanship warranty that has since expired. We have gone out since the warranty has expired in the past to see if we could help, but that was a gesture of kindness, not due to warranty. Back in 2014 we were contacted for the very same thing and we visited the home. It was determined that the leak they are experiencing is due to condensation not a roof leak. This information was shared with Mrs. [redacted]. From 2014 until now, we had not heard from Mrs. [redacted] on this issue. [redacted] has not worked for our company for a couple of years and that would be why he has not gotten back to Mrs. [redacted]. [redacted] did visit the home in October and there is nothing noted again outside of a condensation issue. If there was something that needed to be done, within our scope of work, it would be considered a new project that [redacted] would have shared the cost for. At this time, M&M has completed all we can do for Mrs. [redacted]. I am asking that this complaint be dropped, as we have done all we can do and this job is well out of warranty. [redacted]Vice President of Operations
Initial Business Response /* (1000, 5, 2015/04/15) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@m-mcorp.com
M&M was contracted to do the work on the property, but it was the associations responsibility to provide the new lights to be installed. The...
association did not have their order in early enough so the lights were on backorder. To reach a temporary solution M&M has installed temporary lighting per the homeowners request.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
M&M was repeatedly instructed to reinstall the old lighting if the new lighting was unavailable. Further, construction at [redacted] at the corner of [redacted] and [redacted] Road began after construction on [redacted] was nesrly complete and it had all of the lighting installed. The buildings across the street had at least new fixtures on the garage nearest the entrance installed. You also neglected to respond to a homeowner request to have their patio light reinstalled for 3 weeks. I got fed up and decided to reinstall it myself only to find your crew had broken the fixture and bulb. It took the threat of litigation to get you to install the requested lighting.
Final Consumer Response /* (2000, 16, 2015/05/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Glad it was taken care of after months of being instructed again and again that this is a safety issue for our community.
Final Business Response /* (4000, 14, 2015/05/01) */
Every building in the complex has at least one working light per the management companies instructions. Many of the buildings have issues with the breaker box which is being addressed by the associations own electrician.
Initial Business Response /* (1000, 5, 2014/11/14) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@m-mcorp.com
We called Mr*** to discuss the problem and asked if it would be ok to stop out at the house for further inspectionUpon inspection it was
determined that Mr*** has a cathedral area of his home that is not getting proper intake ventilationM&M has agreed to remove some of the necessary roofing in an effort to install baffles and intake venting along the eave of the homeThis was not part of the original contract but we have agreed to do this at no chargeMr*** was agreeable to this solution
Initial Business Response /* (1000, 5, 2014/10/07) */
Contact Name and Title: *** *** Pres
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@m-mcorp.com
Please see attached explanation and photos
M&M Home Remodeling Services has completed the work as contracted with Mrs. [redacted]. This week our sales manager made sure to get together by phone to discuss the invoice issue and new invoices are prepared. There were just a few minor details that kept the invoices from matching the customers...
expectations. One example would be at time of payment the customer presented a $100 M&M gift card. It clearly states that this must be presented at time of sale and can't be used with any other discounts. Our sales rep gave a discount at the time of sale and this card was not presented at that time. M&M would not normally talk the card because the discount given was worth more. However in this case, we have accepted it as an additional discount. The disputed amount at this time is for approximately $1,600.00 that Mrs. [redacted] claims is owed for cleaning of her deck. The claim is that we damaged the deck. Mrs. [redacted] wants this amount reflected on her invoice and she wants to be able to pay her bill less this amount. M&M is not willing to do that. During installation this was not brought to management attention. We had a project manager on site at all times, two superintendents visited this home, of which one stood on the deck with Mrs. [redacted] and there was never any mention of damage. Had M&M been made aware of the damages, our team would have documented it in writing and with pictures. We then would have determined if we had any part in the damages and if so we would have taken the proper measures to get the situation fixed. Mrs. [redacted] had a company come out and do the work and then notified us of the damages. I do apologize if Mrs. [redacted] feels her experience with us was not what she had expected, but we have completed the work as we contracted to do and now payment for that work is due and the balance is outstanding. This outstanding balance is what has prompted the certified mailings. Our sales manager has tried to be in touch with Mrs. [redacted] throughout this process. We would like this claim to be closed out and full payment to be made at this time. [redacted]Vice-President of Operations
Complaint: [redacted]
I am rejecting this response because:The response provided by M&M is an attempt to simplify the original complaint submitted on 10/13/16 to a billing dispute. The original complaint was not about a billing dispute as described in the response. A billing dispute over charges and credits does not warrant a complaint to the Revdex.com. On 10/13/16 we filed a complaint due to M&M's unlawful act of attempting to intentionally coerce and frighten our family into paying an incorrect balance by threatening a lien on our home. It is terrifying for a family to be the victim of such threats by a company. Prior to filing the complaint on 10/13/16 all of our attempts to receive an updated and corrected invoice were ignored. There was no communication from M&M other than threats over an incorrect bill. It was only after filing the complaint with the Bureau that we received attention to this matter and corrected invoices were generated. It took 7 months for M&M to complete the work outlined in the contract signed in March of 2016. Throughout this 7 month project there were many problems and complications. The work was finished the first few days of September. After the work was completed, we received a bill for services and a request for payment. The total amount owed was incorrect for several reasons. In September we provided what we believed to be final payment for all work and documentation to support our understanding. The checks we submitted were cashed and the dates they cleared the bank are proof that we presented them with our documentation in September. We did not hear from M&M in regards to our request. On October 4th we did receive a letter in the mail asking for a payment of #3,462.00. We still believed this was incorrect. We contacted M&M on 10/4 and requested an updated invoice so we could understand the charges. We did not hear from M&M or receive an updated invoice until 10/13. On 10/13 we received a letter threatening a lien on our home via certified mail. On 10/17/16, after filing this complaint with the Bureau we finally received contact from M&M. They agreed that there were mistakes in the billing and corrected the invoice to reflect a credit of $1862.00. It was our right to receive an updated bill and it is a reflection of M&M's business that we had to file a complaint to get one. To state that M&M's management has been in continual contact with our family is false. Management from M&M spoke to or communicated with us once in June due to their inability to begin the project and once again on 10/17/16. Two times over the course of 8 months does not reflect continual communication.In regards to the current billing dispute with M&M;- The 100 gift card was presented in March when the contract was signed. The sales representative teased us by saying, "Are you really worried about $100 when the total amount for this project is so big? If you are, I can bring you 10 more of these if you want." The sales representative did not take the card with him. 2 days after signing the contract, on April 2, 2016 we have a documented email to the sales representative where we stated that the gift card was not taken. -The damage done to our property after this 7 month process is visible. The crew knows where it plugged in the machine and where they dripped paint on their way to the water faucet. This damage was not visible until all of the furniture and equipment was back in place. In the letter that was submitted in September, this damage was clearly noted and referred to. Due to the challenges of dealing with M&M over this 7 month process, we knew that we needed to document all concerns and communication in writing. Therefore, when standing on the deck with the project manager, we did not verbally discuss the damage. The damage is visible and we will continue to pursue our right to compensation. M&M continues to threaten our family. We are victims of their incompetent business practices.
This letter is in response to the complaint filed against M&M Home Remodeling Services by Mrs. [redacted] D [redacted]. The complaint is that we have taken no action and that they would like to hire another company and have M&M pay for it. The contract that M&M has with Mrs. [redacted] is...
from 2005 and it came with a 5 year workmanship warranty that has since expired. We have gone out since the warranty has expired in the past to see if we could help, but that was a gesture of kindness, not due to warranty. Back in 2014 we were contacted for the very same thing and we visited the home. It was determined that the leak they are experiencing is due to condensation not a roof leak. This information was shared with Mrs. [redacted]. From 2014 until now, we had not heard from Mrs. [redacted] on this issue. [redacted] has not worked for our company for a couple of years and that would be why he has not gotten back to Mrs. [redacted]. [redacted] did visit the home in October and there is nothing noted again outside of a condensation issue. If there was something that needed to be done, within our scope of work, it would be considered a new project that [redacted] would have shared the cost for. At this time, M&M has completed all we can do for Mrs. [redacted]. I am asking that this complaint be dropped, as we have done all we can do and this job is well out of warranty. [redacted]Vice President of Operations
Initial Business Response /* (1000, 5, 2015/04/15) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@m-mcorp.com
M&M was contracted to do the work on the property, but it was the associations responsibility to provide the new lights to be installed. The...
association did not have their order in early enough so the lights were on backorder. To reach a temporary solution M&M has installed temporary lighting per the homeowners request.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
M&M was repeatedly instructed to reinstall the old lighting if the new lighting was unavailable. Further, construction at [redacted] at the corner of [redacted] and [redacted] Road began after construction on [redacted] was nesrly complete and it had all of the lighting installed. The buildings across the street had at least new fixtures on the garage nearest the entrance installed. You also neglected to respond to a homeowner request to have their patio light reinstalled for 3 weeks. I got fed up and decided to reinstall it myself only to find your crew had broken the fixture and bulb. It took the threat of litigation to get you to install the requested lighting.
Final Consumer Response /* (2000, 16, 2015/05/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Glad it was taken care of after months of being instructed again and again that this is a safety issue for our community.
Final Business Response /* (4000, 14, 2015/05/01) */
Every building in the complex has at least one working light per the management companies instructions. Many of the buildings have issues with the breaker box which is being addressed by the associations own electrician.