J & N Tree Service

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 I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below See attached Regards, C [redacted]

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 I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] [redacted]

10/26/2016During the installation process I had a discussion with [redacted] and [redacted] We would compensate for all the installation issues by making the changes he wanted to cabinets and he would pay our cost of the cabinet needed No funds would be offered to the [redacted] s for the additional work to be completed He and his wife accepted my proposal at that meeting (*This is the original negotiation referred to below) We were called back on 9/14/ [redacted] my sales manager accompanied At that meeting [redacted] wanted to negotiate further than the original negotiation I reminded him of our conversation and he stated he does not recall the conversation [redacted] was not present I pointed out that the new cabinet was provided and installed He gave no responseSo as to make a more attractive offer, I said I would now not charge him for the cabinet cost Additionally I offered to take care of any of his concerns [redacted] vehemently stated he did not want us back in his house He asked for the invoice so he can see what the actual cabinet cost and would get back to me with in days (Note that the retail cost was approximately $plus installation would put this upgrade at approximately $3500)9/16/I forwarded cabinet manufacturer invoice to us to [redacted] asking for confirmation of email receipt On 9/24/I again reached out to [redacted] as I had not heard back from him Later that day [redacted] replied he had an inspection and found a few items that needed to be addressed and would forward this report on Monday The following Friday I asked for the report and [redacted] forwarded that day We scheduled a meeting with myself and qualified installer to visit 2:PM (as per ***) 10/3/ We reviewed the report and came up with simple resolved to cure One item we went above what our contract detailed and rewired a receptacle [redacted] acknowledged this this was an upgrade In good faith we did this at no chargeIt was implied and understood by us that [redacted] was in agreement with our last offer and we expected a check for full contract price once these items were addressed Latest letter from [redacted] was then received We have negotiated twice The first time it was accepted and cabinet was provided and modifications were made.That in itself is tangible evidence that the [redacted] 's accepted out offerThe second negotiation was to go beyond what was agreed too originallyUnfortunately that final offer is as far as we are willing to go and is currently only available if we do not go to litigation I explained our stand to [redacted] on 10/18/in a phone call to himHe then asked for a payment history showing his contract balance of which we promptly forwarded to himOn 10/21/ [redacted] replied to my text, if he received the balance information and what his determination wasHe replied 10/21/that he had received but would reply later as he was at workOn Sunday 10/23/16, I received another text stating he would call me on MondayTo this date (4:pm 10/26/16) we have heard nothingIn our experience, no response is a responseUnfortunately a negative one that will lead to more aggressive collection action.It should be noted that the [redacted] 's have kept a few cabinets that were removed for the modifications made in the original offer They had asked if they could keep them and I stated we can discuss this after the job was completeThat discussion was never had 12/9/2016I do see where I added the inspection detail in earlier reply As stated these minor items were corrected, with one over corrected.As stated, our conversation with [redacted] and ***, incidental items would go away if we added the additional cabinet and refit to the kitchen install of which they did allow us to complete.Reiterating, when I visited with [redacted] we asked if there was anything we can do and offered to send a seasoned kitchen installer to do what he needed and then some [redacted] refused Hard to resolve work to be done if client does not allow entry After repeated calls to client, [redacted] replied and asked to come back and correct the inspection issues of which we promptly responded Incidentally I shook hands with [redacted] at this point Not exactly sure what they are asking us to do now Either they want us to return/repair or comply with what we had agreed to in work compensation (additional cabinet install).Note that some of the items on the list sent are not part of the contract work and unreasonable (I.enew back door slider install) ask us to pay Some have been completeAs stated inspection issues were complete Already made my statement in regards to the removed cabinets kept by [redacted] 's I will not be available to accept cabinets today This will have to be scheduled at a later time12/9/Friday- Sent email and with video to [redacted] *** Followed up with voice mail.12/13/2016- called [redacted] and spoke about next step with [redacted] asking for direction on how to handle new situation [redacted] stated she will call me the next day after she spoke to others at the Revdex.com.12/21/2016- emailed [redacted] asking for a reply from 12/13/20161/3/2017As stated below is our reply to [redacted] ’s requested items: Baking sheet storage Owner purchased and installed*Original negotiation with client’s this item was resolved.Back wall repairs and prep for paint Owner completed *Original negotiation with client’s this item was resolved.Cracked drywall - rear wall of kitchen Damage done during initial cabinet install, on refrigerator side 5DK notified but they did not repair *Original negotiation with client’s this item was resolved Owner made major modifications to this exterior bearing wall as well Damage could have easily have happened then Electric and water line for fridge Outlet box is loose, no plate *Original negotiation with client’s this item was resolved However we asked if we could complete and client denied our offerInstall under cabinet lighting Not completed per contract*Original negotiation with client’s this item was resolved.Install light over sink & switch Omitted from contract by [redacted] - not completed Omitted would mean not part of contract or scope *Original negotiation with client’s this item was resolved.Canned light in refrigerator area Omitted from contract by [redacted] - owner paid Omitted would mean not part of contract or scope *Original negotiation with client’s this item was resolved.Recycle bin in pullout trash drawer Wrong cabinet ordered by [redacted] *Original negotiation with client’s this item was resolved.Base cab to right of stove Wrong cabinet ordered by [redacted] ; paid for upgraded cabinet with pullout drawers that cannot be used due to pipesRemoval and repipe of existing piping was not part of contract as was known part of kitchen designGranite in bar/pantry Grain flows in wrong direction, template or fabrication or installation error - corrected but not done properlyComplete several months ago Granite seam above DW Chipped and crackedDenied us to have top installer back to repairSaltillo tile flooring damage Damages done during reno as floor not protected - tiles need to be stripped, sanded and resealed*Original negotiation with client’s this item was resolved Floor is in good condition Faulty design Owner incurred additional expenses due to faulty design - door was blocked by refrigerator doors when open Sliders, new rear entry configuration and flooringReplacing back door and window with one full sliding door was not part of contract or design Owner generated Resolved the refrigerator door issue a long time agoCabinet trim, finishing and backsplash Scribe is white (does not match cabinets), cabinets in front of kitchen not finished out like the ones in the back White caulk used - does not match cabinets and trim Very sloppy application*Original negotiation with client’s this item was resolved When we asked client if we can resolve they denied usExtra cabinets returned Customer paid for these cabinets, returned them as part of pantry reconfigurationOwner does not own cabinets as it was part of an altered design offered to client as a highly reduced price Part of the *original negotiation See other comments below Cost of building permit 5Day did not do this per code Owner compelled to pull a permit due to concerns issues were identified and 5Day resolved them based on This kitchen remodel did not require a permit Any work found that was sub standard to code was easily completed We did do an additional work on these items as a good faith effortCity Inspector report 1/3/2017Roanoke City Fire Dept has been contact in regards to the action taken against our store As per [redacted] , Deputy Fire Marshal, [redacted] has violated Chapter 10, Section of the VA State Wide Fire Prevention Code (Means of Egress) This is a Class misdemeanor of which carries a fine of up to $and/or up to one year in jail [redacted] has made himself available if there any question to verify the above information His direct line is ###-###-#### We have not pursued any action against [redacted] at this time.Resolve- We suggest [redacted] abides by the last offer presented to him (which goes above the original negotiation) of paying balance of full contract payment ($1640.00) Considering his act against my staff it is not prudent we visit or enter his home If we see payment in our office by his imposed date of January 10, no further action will be taken and we will consider this matter closed

Revdex.com: I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint That said, you may close your file Regards, [redacted]

I wanted to thank you for allowing us the opportunity to remodel your kitchen First off I will say that we did replace the project manager on this job with the owner,Nick FallettaHe has been working to address some of these concerns.The new design option for instanceWe have addressed several issues, including, drywall repair, installing the gas line and the kitchen sink and drywall repair.I know that there was also a concern about verbal commitments - the contract spells out the expectation we are happy to do additional work at fair value We look forward to finishing the job on a positive note and hope that you enjoy your kitchen for many years to come

As always, we aim to provide excellent customer service to our customers*** was going above and beyond to satisfy Mr ***Although *** had a difference in opinion re: the drain,he felt it more important to take Mr ***'s opinion as more important and worked with Mr *** to center exactly to Mr ***'s specificationsAfterwards, Mr *** and *** spoke for a long time and *** was trying to understand why Mr *** was dissatisfiedHe did explain his frustrations to *** but it had more to do other factors.As always we are available for any service issues

Mrs***,I sincerely apologize for any inconvenience these issues may have caused you I hope that you know how important your business is to usI'm glad that we are working together to make this right, and our goal is your satisfaction! I know that you are currently working with the
owner to replace the walk in tub with something that you are more comfortable withIf there is anything that I can do to assist, please do not hesitate to contact me. Thank you,*** *** Customer Service Specialist, ReBath

We have left messages with Mrs *** to call us and set up a service

During the installation process I had a discussion with *** and *** *** We would compensate for all the installation issues by making the changes he wanted to cabinets and he would pay our cost of the cabinet needed No funds would be offered to the ***s for the additional work to be completed He and his wife accepted my proposal at that meeting We were called back on 9/14/ *** *** my sales manager accompanied At that meeting *** wanted to negotiate further than the original negotiation I reminded him of our conversation and he stated he does not recall the conversation *** was not present I pointed out that the new cabinet was provided and installed He gave no responseSo as to make a more attractive offer, I said I would now not charge him for the cabinet cost Additionally I offered to take care of any of his concerns *** vehemently stated he did not want us back in his house He asked for the invoice so he can see what the actual cabinet cost and would get back to me with in days (Note that the retail cost was approximately $plus installation would put this upgrade at approximately $3500)9/16/I forwarded cabinet manufacturer invoice to us to *** asking for confirmation of email receipt On 9/24/I again reached out to *** as I had not heard back from him Later that day *** replied he had an inspection and found a few items that needed to be addressed and would forward this report on Monday The following Friday I asked for the report and *** forwarded that day We scheduled a meeting with myself and qualified installer to visit 2:PM (as per ***) 10/3/ We reviewed the report and came up with simple resolved to cure One item we went above what our contract detailed and rewired a receptacle *** acknowledged this this was an upgrade In good faith we did this at no chargeIt was implied and understood by us that *** was in agreement with our last offer and we expected a check for full contract price once these items were addressed Latest letter from *** was then received We have negotiated twice The first time it was accepted and cabinet was provided and modifications were made.That in itself is tangible evidence that the ***'s accepted out offerThe second negotiation was to go beyond what was agreed too originallyUnfortunately that final offer is as far as we are willing to go and is currently only available if we do not go to litigation I explained our stand to *** on 10/18/in a phone call to himHe then asked for a payment history showing his contract balance of which we promptly forwarded to himOn 10/21/*** replied to my text, if he received the balance information and what his determination wasHe replied 10/21/that he had received but would reply later as he was at workOn Sunday 10/23/16, I received another text stating he would call me on MondayTo this date (4:pm 10/26/16) we have heard nothingIn our experience, no response is a responseUnfortunately a negative one that will lead to more aggressive collection action.It should be noted that the ***'s have kept a few cabinets that were removed for the modifications made in the original offer They had asked if they could keep them and I stated we can discuss this after the job was completeThat discussion was never had Nick FallettaReBath of SW & Central VA

Revdex.com:
I have reviewed the response made by the
business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I have been working with Mr *** to settle this matterWe were able to come up with an agreement that works well for both partiesMr *** should be reaching out to you soon to confirm that this has been settled. Thank you for you assistance in this matter.*** ***

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.On December 14th, the project with "Day Kitchens" will hit the day mark There is still an extensive punch list of items to address and resolve The business continues to "say the right things" but sorely lacking in terms of real progress We appreciate the response subsequent to our contacting the owner but in all honesty, the progress has been incremental, extremely slow and the people they send to do the work lack the trade skills (and we suspect the proper licensing credentials?) to do the work Additionally, their mishandling of this project has resulted in their subs damaging our saltillo floor tile which is unacceptable
Regards,
*** ***

Please see attached paperwork for [redacted]. We installed his bathroom on 6-24-15 He requested a change order for his shower door (see attached). We installed the door for him on 7-30 and collected the balance at that time.

Mr [redacted] was installed on 6/25/15. At the completion of the installation, [redacted], the installer, always goes over everything with the customer to be sure that they are completely satisfied. [redacted] is one of our best installers and takes pride in his craftsmanship and customer satisfaction is very...

important to him. Mr [redacted] felt that the drain was not centered. After [redacted] respectfully disagreed and did not find a need to make any adjustment. He spoke with Mr [redacted] about this and felt that they were on the same page. Mr. [redacted] called back a few weeks later to again say that he felt that the drain was not centered. We sent a different installer to look at this drain to see if another installer may see something differently than [redacted]. We sent [redacted] to look at the drain. We chose [redacted],who just like [redacted], always gets the best feedback from customers. He prides himself on his work and is always aiming to please the customer. [redacted] went out to look and found nothing wrong. However, in an effort to please Mr [redacted], he took the pipe and drain out and asked  Mr [redacted] to show him exactly where he wanted the drain. Together they checked the drain and [redacted] did exactly as Mr [redacted] requested. I called Mr [redacted] the following day to check up on him and he said that [redacted] did not center the drain. I was hearing one story from our installer and quite a different story from the customer. I conferenced [redacted] and Mr [redacted] into the same call so we could all speak together. Mr [redacted] did confirm that [redacted] and he centered the drain. I have pictures of the drain which I am submitting as well. Mr [redacted] maintains that he is not satisfied. This is discouraging as we have gone above and beyond to do exactly as Mr [redacted] has requested.

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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have reviewed...

the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
RE BATH has offered to settle, but I have received no  signed settlement or money...been over a week...based on prior statements from them, I cannot believe anything they say...this complaint is NOT settled....

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In response to the copy of the message you received from RE-BATH of Roanoke concerning the complaint I have with them. Some of the things in their report is not accurate. They are listed below.#1 - ([redacted] the installer always goes over everything with the customer.)That did not happen in my case. When he finished the job I was not in the house at that time. When I came in he was at our kitchen table talking to my wife. He did not go over any thing after completion. I was in and out while he was working and I ask some questions but he did not go over everything with me.#2 - (Mr. [redacted] felt, that the drain was not centered. After [redacted] respectfully disagreed and did not find a need to make any adjustment, he spoke with Mr. [redacted] about this and felt that they were on the same page.)This is totally inaccurate. I did not notice the drain was not centered until some time after he left. (Mr. [redacted] called back a few weeks later to AGAIN say the drain was off center.)  I called back one week later and talked with someone named [redacted]. This is the first time I mentioned to anyone except my wife that the drain was off center.#3 - ([redacted] went out to look and found nothing wrong.)If he found nothing wrong why did he attempt to fix it?#4 - ([redacted] asked Mr. [redacted] to show him exactly where he wanted the drain.)He did not ask me that question. It was obvious that it needed to be centered.#5 - (Mr. [redacted] did confirm that [redacted] and he centered the drain.)I did not confirm that the drain was centered. Why would I still complain if I was satisfied? [redacted] worked on the drain and asked me if it looked ok to me. I told him it was still off center. He then made a comment that my eyesight was better than his. He attempted to adjust it some more and said he was going to leave it with me. He never again asked me if it was ok. I looked at it again and shook my head in a negative way and said nothing because I felt he was getting agitated with me. I then asked him about the end panel protruding in on one side at the bottom. He said he would talk to the owner to find out what could be done to correct that. He guessed it was protruding in 1/4 in.  I measured it with level and rule. It is in at least 3/8 in. I paid $7402.00 for a simple shower and got a sloppy job.
Regards,
*. [redacted]

10/26/2016During the installation process I had a discussion with [redacted] and [redacted].  We would compensate for all the installation issues by making the changes he wanted to cabinets and he would pay our cost of the cabinet needed.  No funds would be offered to the [redacted]s for the additional work to be completed.  He and his wife accepted my proposal at that meeting.  (*This is the original negotiation referred to below)  We were called back on 9/14/16.  [redacted] my sales manager accompanied.  At that meeting [redacted] wanted to negotiate further than the original negotiation.  I reminded him of our conversation and he stated he does not recall the conversation.  [redacted] was not present.  I pointed out that the new cabinet was provided and installed.  He gave no response. So as to make a more attractive offer, I said I would now not charge him for the cabinet cost.  Additionally I offered to take care of any of his concerns.  [redacted] vehemently stated he did not want us back in his house.  He asked for the invoice so he can see what the actual cabinet cost and would get back to me with in 2 days.  (Note that the retail cost was approximately $2800 plus installation would put this upgrade at approximately $3500)9/16/2016 I forwarded cabinet manufacturer invoice to us to [redacted] asking for confirmation of email receipt.  On 9/24/16 I again reached out to [redacted] as I had not heard back from him.  Later that day [redacted] replied he had an inspection and found a few items that needed to be addressed and would forward this report on Monday.  The following Friday I asked for the report and [redacted] forwarded that day.  We scheduled a meeting with myself and qualified installer to visit 2:30 PM (as per [redacted])  10/3/2016.  We reviewed the report and came up with simple resolved to cure.  One item we went above what our contract detailed and rewired a receptacle.  [redacted] acknowledged this this was an upgrade.  In good faith we did this at no charge. It was implied and understood by us that [redacted] was in agreement with our last offer and we expected a check for full contract price once these items were addressed.  Latest letter from [redacted] was then received.  We have negotiated twice.  The first time it was accepted and cabinet was provided and modifications were made.That in itself is tangible evidence that the [redacted]'s accepted out offer. The second negotiation was to go beyond what was agreed too originally. Unfortunately that final offer is as far as we are willing to go and is currently only available if we do not go to litigation.  I explained our stand to [redacted] on 10/18/16 in a phone call to him. He then asked for a payment history showing his contract balance of which we promptly forwarded to him. On 10/21/16 [redacted] replied to my text, if he received the balance information and what his determination was. He replied 10/21/16 that he had received but would reply later as he was at work. On Sunday 10/23/16, I received another text stating he would call me on Monday. To this date (4:30 pm 10/26/16) we have heard nothing. In our experience, no response is a response. Unfortunately a negative one that will lead to more aggressive collection action.It should be noted that the [redacted]'s have kept a few cabinets that were removed for the modifications made in the original offer.  They had asked if they could keep them and I stated we can discuss this after the job was complete. That discussion was never had.  12/9/2016I do see where I added the inspection detail in earlier reply.  As stated these 2 minor items were corrected, with one over corrected.As stated, our conversation with [redacted] and [redacted], incidental items would go away if we added the additional cabinet and refit to the kitchen install of which they did allow us to complete.Reiterating, when I visited with [redacted] we asked if there was anything we can do and offered to send a seasoned kitchen installer to do what he needed and then some. [redacted] refused.  Hard to resolve work to be done if client does not allow entry.  After repeated calls to client, [redacted] replied and asked to come back and correct the 2 inspection issues of which we promptly responded.  Incidentally I shook hands with [redacted] at this point.  Not exactly sure what they are asking us to do now.  Either they want us to return/repair or comply with what we had agreed to in work compensation (additional cabinet install).Note that some of the items on the list sent are not part of the contract work and unreasonable (I.e. new back door slider install) ask us to pay.  Some have been complete. As stated inspection issues were complete.  Already made my statement in regards to the removed cabinets kept by [redacted]'s.  I will not be available to accept cabinets today.  This will have to be scheduled at a later time. 12/9/2016 Friday- Sent email and with video to [redacted].  Followed up with voice mail.12/13/2016- called [redacted] and spoke about next step with [redacted] asking for direction on how to handle new situation.  [redacted] stated she will call me the next day after she spoke to others at the Revdex.com.12/21/2016- emailed [redacted] asking for a reply from 12/13/20161/3/2017As stated below is our reply to [redacted]’s requested items: Baking sheet storage Owner purchased and installed*Original negotiation with client’s this item was resolved.Back wall repairs and prep for paint Owner completed *Original negotiation with client’s this item was resolved.Cracked drywall - rear wall of kitchen Damage done during initial cabinet install, on refrigerator side.  5DK notified but they did not repair *Original negotiation with client’s this item was resolved.  Owner made major modifications to this exterior bearing wall as well.  Damage could have easily have happened then.   Electric and water line for fridge Outlet box is loose, no plate.  *Original negotiation with client’s this item was resolved.  However we asked if we could complete and client denied our offer. Install under cabinet lighting Not completed per contract*Original negotiation with client’s this item was resolved.Install light over sink & switch Omitted from contract by [redacted] - not completed Omitted would mean not part of contract or scope.  *Original negotiation with client’s this item was resolved.Canned light in refrigerator area Omitted from contract by [redacted] -  owner paid Omitted would mean not part of contract or scope.  *Original negotiation with client’s this item was resolved.Recycle bin in pullout trash drawer Wrong cabinet ordered by [redacted]    *Original negotiation with client’s this item was resolved.Base cab to right of stove Wrong cabinet ordered by [redacted]; paid for upgraded cabinet with pullout drawers that cannot be used due to pipesRemoval and repipe of existing piping was not part of contract as was known part of kitchen design. Granite in bar/pantry  Grain flows in wrong direction, template or fabrication or installation error - corrected but not done properlyComplete several months ago.  Granite seam above DW Chipped and crackedDenied us to have top installer back to repair. Saltillo tile flooring damage Damages done during reno as floor not protected - tiles need to be stripped, sanded and resealed*Original negotiation with client’s this item was resolved.  Floor is in good condition.  Faulty design Owner incurred additional expenses due to faulty design - door was blocked by refrigerator doors when open.  Sliders, new rear entry configuration and flooringReplacing back door and window with one full sliding door was not part of contract or design.  Owner generated.  Resolved the refrigerator door issue a long time ago. Cabinet trim, finishing and backsplash Scribe is white (does not match cabinets), cabinets in front of kitchen not finished out like the ones in the back.      White caulk used - does not match cabinets and trim.  Very sloppy application. *Original negotiation with client’s this item was resolved.  When we asked client if we can resolve they denied us. Extra cabinets returned       Customer paid for these cabinets, returned them as part of pantry reconfigurationOwner does not own cabinets as it was part of an altered design offered to client as a highly reduced price.  Part of the *original negotiation.  See other comments below…Cost of building permit       5Day did not do this per code.  Owner compelled to pull a permit due to concerns.  2 issues were identified and 5Day resolved them based on This kitchen remodel did not require a permit.  Any work found that was sub standard to code was easily completed.  We did do an additional work on these items as a good faith effort. City Inspector report.  1/3/2017Roanoke City Fire Dept has been contact in regards to the action taken against our store.  As per [redacted], Deputy Fire Marshal, [redacted] has violated Chapter 10, Section 1030.3 of the 2012 VA State Wide Fire Prevention Code (Means of Egress)  This is a Class 1 misdemeanor of which carries a fine of up to $2500 and/or up to one year in jail.  [redacted] has made himself available if there any question to verify the above information.  His direct line is ###-###-####.  We have not pursued any action against [redacted] at this time.Resolve- We suggest [redacted] abides by the last offer presented to him (which goes above the original negotiation) of paying balance of full contract payment ($1640.00)  Considering his act against my staff it is not prudent we visit or enter his home.  If we see payment in our office by his imposed date of January 10, no further action will be taken and we will consider this matter closed.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
See attached.
Regards,
C. [redacted]