Islander Designs

Hello [redacted] , I received the complaint from [redacted] I want to respond to this matterWe built several patio covers for this customer and the way he wanted the middle cover built, we informed the customer it would leak and we would not warranty any leaksHe did not want it built the way we suggested to have it built in order to avoid it leaking like it didThe customer did not want a post in front of a door he has on the patio, which would help hold the weight better and prevent it from leaking like it didEven though we advised him the leaks weren't covered under warranty, we did arrange for the subcontractor we use to go out to his homeinspect the leakand he repaired itUnfortunately it took a lot longer than what we would have liked, but the cover has been repairedWe rely on subcontractors to show up and do the repair service, this was something we could not control as far as how quick we could get them out thereBut overall the matter has been handled and the cover is repaired Thank you, [redacted]

RESPONSE TO YOU LETTER WE DID REFUND $TO KELLY LAWLER ON 6/19/AND ABOUT 2:PM THE HUSBAND CALL US BACK AND THANK US I THINK WE REACHED RESOLUTION TO THIS MATTER.PLEASE LET US KNOW IF THERE IS ANY THINK ELSE TO DO TO THIS MATTER. THANKS ADEL
DAVID ACCOUNT PAYABLE

I am rejecting this response because: His statement stating that I did not want them to put the covers up like they suggested his totally false His statement about me being told before they put the covers up that it might leak is totally incorrect After my cover was paid for and then put up did they state "oh and we can't guarantee that it will not leak That was the first I was told They put up a total of covers for us out of leak Our conversation about the roof leaks began months ago I called Islander at least to times to see when they were going to have someone out The answer was the usual.......Tony has it on his radar and should be there soon It took like 1/months to get someone out They have been out three times to fix the leaks and they are still leaking Totally unacceptable Why would I want patio covers attached to my home that leak That is why I got the patio covers to keep the rain off myself and my patio furniture They were out today after it rained to see where else it is leaking and will be back to fix those leaks possibly on Saturday I am hoping for the best I wish *** would put himself in my shoes If he bought patio covers to keep the elements off your porches and furniture and they not only leaked but poured when it rained, I think he would be very upset He possibly needs to find another installer that would do superior work

Mr. [redacted] bought an Island from us on May 26th.  The contract states the the estimated delivery of Island would be 4 to 6 weeks.  Mr. [redacted] accepted delivery of his Island on July 5th in the 5th week.  The Patio Cover was delivered and built one week later on July 14th. We...

build over 7 Patio Covers a week and never include the "fixtures" or "lights" with the Patio Cover.  We only supply electrical to the fixtures.  It clearly states on the contract that customer is to supply the lights. The Patio Cover was delayed because of our supplier.  It is not unusual that  deliveries are moved.  We are dependent on suppliers, vendors and installers.  We do not give compensation if a estimated delivery date is moved.We made an exception with Mr. [redacted] and gave him a bigger Island, Free Fire Pit and Free Fire Glass.Mr. [redacted] now feels that he should get more free product.  I want to make the customer happy but I can no longer give him Free product.We do not notify customers of personnel changes.Rick JohnsonOwner

Hello [redacted],   I received the complaint from [redacted]. I want to respond to this matter. We built several patio covers for this customer and the way he wanted the middle cover built, we informed the customer it would leak and we would not warranty any leaks. He did not want it built the...

way we suggested to have it built in order to avoid it leaking like it did. The customer did not want a post in front of a door he has on the patio, which would help hold the weight better and prevent it from leaking like it did. Even though we advised him the leaks weren't covered under warranty, we did arrange for the subcontractor we use to go out to his home. inspect the leak. and he repaired it. Unfortunately it took a lot longer than what we would have liked, but the cover has been repaired. We rely on subcontractors to show up and do the repair service, this was something we could not control as far as how quick we could get them out there. But overall the matter has been handled and the cover is repaired.  Thank you, [redacted]

I am rejecting this response because:
We are rejecting this response from Islander Designs owner, Rick Johnson, because his claims are false.  We entered into an agreement with sales representative, Bryan on May 26, 2017, with the understanding that the patio would be delivered within 3 weeks, which is clearly on our sales contract.  This was supposed to be a father's day gift, so we were assured that the patio would be delivered by Father's Day.  As you can see, even in Rick Johnson's response, the patio was not delivered as promised.  No, we should not be privy to sales representative changes, however, we should be made aware and contacted if a service is not expected to be delivered upon the agreed upon contract.  Instead, we had to contact Rick Johnson several times to even get information about the service.On June 30, 2017, my wife and I went to Islander Designs to inquire about the patio and grill and that was the first time that we spoke with Rick Johnson.  At this time, we asked for our money back and he informed us to give him an opportunity to wrong the right that sales representative Bryan had done.  He even informed us that he fired Bryan because of embezzling money from their company.  At this time, we found out that the information was wrong and that the island that was submitted, was not the island that we asked for.  We showed Rick our paperwork, which was different from his and he called Bryan a "pk" and wanted to know how much money he had cost him.  He informed us that what Bryan was doing was having a certain amount of money paid to Islander and then the other money was sent directly to Bryan and he found this out from other customers as well.  We were one of those customers.  Rick said that he had several islands in his store that Bryan had promised to people, but they were also wrong and customers were not satisfied with those.  He asked us if we liked one of the islands that was in his store.  This particular island had a fire pit on there, which, as you see from our contract, we did not ask for.  We currently have a brand new fire pit that was just installed in our backyard, so we did not need a fire pit on the island.  He said that this was on Islander for all of the hassle and confusion that we had to go through.  He also said he was going to give fire glass to this island.  At this time, we discussed that the color was different than what we ordered and that there were tile pieces missing.  He informed us that this was an easy fix and that his contractors would make sure everything was how we wanted our design to be since this was someone else's design.  With the sob story that they gave us about embezzling, we felt sorry for the situation, and agreed to take the store island, especially since ours was not built yet. At that time, Rick asked Poly to make sure that the [redacted] family was on the schedule for the patio and the island.  We were informed that the Patio should be delivered first since the island is supposed to be set up under the patio.  We were told that the patio and the island would both be delivered on July 5th.  Again, this was 3 weeks after the patio was supposed to be delivered.  In receiving the island, the delivery men were all Spanish speaking, and they struggled to get the island off of their truck.  They asked us for palate pieces, which were in our back yard, to assist them in getting the island off.  The tile pieces were still off of that island, the island was cracked in certain places, they chipped the bottom of the island getting off of their truck, there are loose pieces that we have no idea where they are supposed to go, the color is not what we asked for, and since the patio was not here, the island was just left sitting in our backyard (please see attached pictures of the damage).  The tiles were placed on in our backyard, however, they were different colored tiles that does not match with our island.  Also, when asking them about the paint and the chips, they said just deliver talk to Rick.  A young woman who were with them, who spoke English, informed us that they just do what is told and said that we needed to call Rick.  When Rick Johnson was contacted, he hung up the phone on me and told me not to ever contact him on a Sunday about no "bull crap".  I received the number from one of his colleagues.In addition, when dealing with the patio cover.  The day that the contractor came to do our patio, the measurements were wrong and he said that he could not complete the patio set because he did not have the canister kit that was needed to do the lights.  He said that he was going to have to contact the company because the kit is supposed to be in there.  I took the patio cover contractor back to Islander, where Poly and Dave where present, and had the contractor tell them about the canister kit and what was needed to complete the work on the patio.  The contractor, as well as Lowe's, said that it was illegal in how Rick Johnson was expecting the lights to be installed.  Per our contract, the only thing that we were supposed to supply was the lights, not the canister kit.  We can provide sworn affidavits by 3 different witnesses to this incident with Rick Johnson and the illegal attempt to get us to put up those lights. Rick Johnson comment was that "it was too expensive" when talking about the safety and doing things legally.At this time, we do not want anything at all from Rick Johnson and have never asked or wanted anything "free".  We paid for a service up front and did not receive the products as promised or discussed by this company.  He can come pick up this island, as we told him for the last time on July 20, 2017.  We are not the only individuals who have experienced the lack of professionalism, dishonesty, lack of customer service skills, and negligence from this company.  Please see attached Yelp reviews from other individuals who have been victimized by this company.  We asked for a service from him and his company as a Father's Day gift and have suffered since.  This company is deceitful and all of the attached documents support our statements.