J.S. Advertisement Design

[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 find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The owner, Andrew R***, was absolutely the best person I've ever met in the construction business Although some of his employees didn't respond to me and did not take care of his business, he absolutely diffused the situation and gave me every concession I wanted (in writing); even to the point of cutting into his profit margin to satisfy my and take care of me Andy absolutely and utterly turned this around degrees and bent over backwards to meet my needs and expectations So much so, that he and his company have pretty much completed the work in two weeks instead of one month that was planned.If a company ever turned a customer and made them an supporter instead of a opponent; Enterprise Contracting did it! Andrew R [redacted] cares about his business and will make it right He's an honest man even if some of his employees aren't as dedicated to serving his customers best interest I'll definitely have Enterprise Contracting back for work, but only with Andy's oversight Regards, [redacted] ***

Date: Tue, Mar 14, at 3:PMSubject: RE: [redacted] Complaint ( [redacted] )To: [redacted] < [redacted] @myRevdex.com.org>Cc: Andy R [redacted] , Paul R [redacted] [redacted] , I am following up on this complaint ( [redacted] ) from [redacted] Our Project Manager assigned to this customer had coincidently san appointment with [redacted] on February to address Pre-Completion issues This is a routine process developed by Enterprise Contracting to ensure that concerns expressed by the customer, if any, are handled prior to completion of the project T As a result of this visit, a work crew (two individuals) was scheduled and sent to the residence on February The list of items that were addressed by the crew appear to be aligned to the complaint Due to the delay in the receipt of the Revdex.com complaint that occurred with our email system, we did not correlate the complaint with the Pre-Completion meeting Our desire is to cross-reference everything in order to be confident that resolution is complete However, we have not been able to confirm with [redacted] that his concerns have been addressed satisfactorily We called and left messages [redacted] finally responded that he was attending to a personal family matter, out-of-state, and would not be available until his return So at this stage, we plan to engage with [redacted] at his earliest convenience to verify that the improvements were acceptable and in accordance with the complaint Our goal is to take care of all outstanding issues promptlyRegards, James

From: *** *** Date: Thu, Jul 30, at 9:AMSubject: Complaint # ***To: "***" Response to Complaint # *** The owner of Enterprise Contracting Services, Inchas personally met with the client and resolved all issues to the client’s
satisfaction Construction began on July 20, with a scheduled completion date of August 21, 2015 *** ***Enterprise Contracting Services, Inc.###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:We are truly saddened to see Enterprise claim that the project delay was our fault.1. We signed the contract on /We did not hear back from Enterprise for over a monthOn 5/23, I sent an email to Wes & Stephanie asking for an update and project milestoneWhen I did not hear back, on 6/9, I called the office & spoke to James ScampaviaHe apologized & assured me that he will look into it and will get back to meIt is because our escalation that Paul R*** was assigned to work with us at that timeCan Enterprise produce any evidence on a time when they initiated & contacted us in regard to this project after the contract was signed? 2. Can Enterprise produce any evidence when we did not respond in time or failed to select any item they told us to select? We made all the selection they required without any delayAfter all the delays, at a meeting with Paul, he promised the project will start on July 17THHe also promised a project manager will come to our house to go over all milestonesSince we cannot go back in time, we had no choice but to agreeHowever, no project manager contacted us or came to our homeOn 7/we decided to contact Revdex.com since we were so frustrated3. In regard to the cabinets, from the start we had made it totally clear we wanted American made cabinetsOn 7/9, I sent an email to Paul asking information on the cabinets we selected since Enterprise did not provide us with any information on the manufacturer nor warranty or quality of the cabinetsIn fact, we were told that the cabinets we selected will cost us an additional $which we had agreed believing on the quality of the cabinets they providedIs it unreasonable to request specific information on a product we are paying so much money for? To this day Enterprise did not provide any specific information on the manufacturer of the cabinets they provided.We have waited several years in order to be able to upgrade our kitchenFor Enterprise, this is just another projectFor us this is our home & our dreamThis was supposed to be a wonderful experience but it has been devastatingWe have done several projects in the past few years & never have faced such ordealAll we wanted to do is remodel our kitchenWe are extremely unhappy with the way things have transpiredWe have wasted almost six months of our time not to mention additional expensesOur relationship with Enterprise is at its lowest & cannot be repairedIt will be a great mistake to think that we can work together and complete this project
Regards,
*** ***

We apologize for the delay related to final payment The reason for the confusion is that almost all of our customers pay by check for convenience and to avoid credit card fees We sent an invoice via email (Friday) to *** *** and indicated that she may pay by phone by calling our
main number Further, the 3% credit card fee will be waived If she should encounter any issues, please call me at direct at ###-###-####.Thank you for bringing to our attention.James S***, Vice PresidentBusiness Development & MarketingEnterprise Contracting Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The owner, Andrew R[redacted], was absolutely the best person I've ever met in the construction business.   Although some of his employees didn't respond to me and did not take care of his business, he absolutely diffused the situation and gave me every concession I wanted (in writing); even to the point of cutting into his profit margin to satisfy my and take care of me.   Andy absolutely and utterly turned this around 180 degrees and bent over backwards to meet my needs and expectations.   So much so, that he and his company have pretty much completed the work in two weeks instead of one month that was planned.If a company ever turned a customer and made them an supporter instead of a opponent; Enterprise Contracting did it!  Andrew R[redacted] cares about his business and will make it right.  He's an honest man even if some of his employees aren't as dedicated to serving his customers best interest.   I'll definitely have Enterprise Contracting back for work, but only with Andy's oversight.
Regards,
[redacted]

Complaint ID:  [redacted]We understand that the customer is concerned about the time consumed after signing a contract for a kitchen remodeling project to begin construction.  Further, the customer has very recently expressed concerns about “anything made in China.”  The customer is also upset about incurring costs related to home equity loan and rental storage space.  It is very inconvenient to have limited use of their current kitchen with everything packed and stored.  Enterprise Contracting has diligently tried to resolve this situation with the customer and to begin the project because we, too, have incurred many unplanned costs.  We have unrecoverable sales, designer, and permitting expenses.  The terms and conditions of the contract signed by the customer clearly states—“Selection assistance by our designer is limited to 6 hours.  Additional assistance is billed @ $50/hour.”  We have expended well beyond six hours of designer assistance and we have not charged the customer for this excess.  It is in our collective best interests to resolve the issues and implement the project in accordance with the signed contract and approved design that was executed 19 April 2017.Our firm has been in business for over 30 years, completing hundreds of kitchens successfully for highly satisfied customers.  We have been successful because of our proven best practices and processes.  A critical series of steps that must be completed after signing a contract is the final selections by customers related to style, color, finish, and other features that are available under the signed contract.  We often encounter customers who change their minds during the selections process.  This is a normal and expected experience.   As a result, we have learned not to finalize the project start date until all selections have been completed and approved by the customer.  To do so otherwise will lead to ordering mistakes, cost overruns, and interruptions in project schedules.  The selections process is largely influenced by the customer.  For example, if there are many changes to selections after contract signing, these modifications require extensive reconciliation of costs that must be approved by Enterprise Contracting and the customer before we are able to order parts, supplies, and material.  We refer to this process as overages and credits.  The customer is provided a worksheet of overages and credits to review and approve. Enterprise Contracting was not able to confirm and verify overages and credits for this project before 30 June 2017 because of the extensive number of changes and concessions dictated by the customer.  A worksheet was sent to the customer on this date for review, which they contested, extending reconciliation of overages and credits into the following month.  During this time, Enterprise Contracting escalated its efforts by assigning the Vice President for Operations, Paul R[redacted] to meet, remove impediments, and resolve the situation with the customer.  The terms and conditions of the signed contract clarify that completion dates are best estimates and that Enterprise Contracting “is not responsible for conditions beyond its control.”  We cannot force the customer to complete the selections process in a cooperative, efficient, and timely manner.  Hence the estimated project completion date of 26 July 2017 was rendered impossible by the customer, who continued to vacillate on overages and credits well into the July timeframe.  Some examples of changes and concessions that Enterprise Contracting agreed to provide the customer, post contract signing, include the following:·         Discounting the price of upgraded cabinets·         Providing a recess for the wine cooler at no cost·         Reducing cost by eliminating window and backsplash PLUS eliminating the fee associated with change of scope as provided for in the agreed-upon terms and conditions of the signed contract·         Matching the price from another quartz countertop supplier, only later to have the customer drop this requirement and return to the granite countertop provided in the contractDespite all these changes and concessions that added significant delay to the selections process, thus making it impossible to schedule the project start date, Paul R[redacted] felt that there was positive progress with the customer.  In fact, on 9 July 2017, the customer wrote in an email to Paul R[redacted] “We like the work to start on July 17th as agreed & are ready to finalize.”  In this same message, their insistence on “we do not want anything made in China” was first brought to our attention.We are completely transparent and honest with our customers.  Paul R[redacted] forthrightly explained that cabinets do have Chinese content.  There is no evidence for us, documented or otherwise, that this was a requirement or concern by the customer before the email sent on 9 July 2017 nearly three months after they signed the contract.  Their rejection of our previous response to Revdex.com is not accurate.  We did not ask for two additional weeks as a delaying tactic, but to give us time to figure out what the customer means by “American made cabinets” and to find a source that would meet their criteria, since this is a new requirement for us.  Again, delays are costing us money and there is no motivation whatsoever for Enterprise Contracting to continue putting off the project start date.Paul R[redacted] engaged with the customer, again, providing possible resolution to this latest issue.  On 8 July 2017 he wrote an email to the customer, “I have been doing some more research into the cabinet lines that we offer.  I also understand you have contacted the Revdex.com and we are in communication with them.  There is an option in your agreement with us for Bishop/Utica cabinets.  These are American manufactured cabinets.  Some of the components may come from overseas, but all the finishing in done in the states.  We also have the Kabinart line of cabinets that I have verified are manufactured and finished in Nashville TN.  These are both options for your kitchen.”To our knowledge, there is no standard definition for American Made with regard to kitchen cabinets.  The hardware may come from Germany; paint and finishing from China; wood from Canada; and design manufacturing, and assembling in the United States.  Does this qualify as American Made or not?  Given the global nature of the industry a purely US-sourced, designed, manufactured, and assembled line of cabinets does not exist as far as we can tell from our research.  Even our suppliers are unable to completely assess foreign content in their cabinets.  The customer has never provided a definition or criteria for American Made.  We have tried our best to meet this late coming and previously unstated requirement, which has been unacceptable to them, but they have not provided us with any clarity.If the customer will provide specific criteria for American Made cabinets, we will do our very best to locate an acceptable supplier.  Further, we are willing to provide similar discounting (as previously provided for the upgraded cabinets) to satisfy the customer.  “Project milestones, or start & finish” dates as requested by the customer can then be established, assuming they do not raise other unknown requirements.  Enterprise Contracting remains steadfast to make this kitchen remodeling project a success in accordance with the signed contract and approved overages and credits.  This is our highest priority and preferred path forward with the customer.  As stated in our previous response, we are ready to begin the project immediately.  We will work to our very best to satisfy the customer reasonably and the door remains open to them to call Paul R[redacted], provide him with the criteria for American Made, and work cooperatively with him to resolve, hopefully, this last remaining concern.

Date: Tue, Mar 14, 2017 at 3:36 PMSubject: RE: [redacted] Complaint ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>Cc: Andy R[redacted] <[redacted]@enterprisecontracting.com>, Paul R[redacted] <[redacted]@enterprisecontracting.com>[redacted], I am following up on this complaint ([redacted])...

from [redacted].   Our Project Manager assigned to this customer had coincidently set-up an appointment with [redacted] on 10 February 2017 to address Pre-Completion issues.  This is a routine process developed by Enterprise Contracting to ensure that concerns expressed by the customer, if any, are handled prior to completion of the project.  T As a result of this visit, a work crew (two individuals) was scheduled and sent to the residence on 17 February 2017.  The list of items that were addressed by the crew appear to be aligned to the complaint.  Due to the delay in the receipt of the Revdex.com complaint that occurred with our email system, we did not correlate the complaint with the Pre-Completion meeting.  Our desire is to cross-reference everything in order to be confident that resolution is complete.  However, we have not been able to confirm with [redacted] that his concerns have been addressed satisfactorily.  We called and left messages.  [redacted] finally responded that he was attending to a personal family matter, out-of-state, and would not be available until his return.  So at this stage, we plan to engage with [redacted] at his earliest convenience to verify that the improvements were acceptable and in accordance with the complaint.  Our goal is to take care of all outstanding issues promptly. Regards, James

Enterprise Contracting has been working with this customer, proposing alternative approaches and selections, and their list of demands continue post signing a contract.  Some of the issues raised, including this most recent, are new and constantly evolving.  We are committed to resolving...

all issues within the contract and design that they approved and signed.  At this moment, we are requesting Revdex.com to give us a bit more time and flexibility to work with the customer, before reaching any specific solutions.  We propose to attempt to reach final resolution with the customer within the next two weeks.

[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 find that this resolution is satisfactory to me. 
Regards,
[redacted]