Liberty Home Products

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

To respond appropriately to Mr. [redacted] complaint, I must first complete the contracting history that Liberty and Mr. [redacted] have together.Liberty first contracted with Mr. [redacted] on 8.20.12Mr. [redacted] wanted liberty to install a shade sail in his back yard that partly utilized steel...

posts that he had installed himself.  The sail was built and installed 10.4.12 12.7.15 Mr. [redacted] calls our service department and explains that a “huge” wind storm came through and twisted and bent over one of the steel posts that he installed--we are including his original message where he explains about the wind storm that damaged his sail--he asked us to come out and replace the damaged post.  A new contract was executed for the post manufacturing and installation.  After the steel was installed, the customer called back to tell us that a mounting bracket that was installed during the original installation was being pulled away from its mounting service. Mr. [redacted] was angry to hear that there would be additional charges to come back out and fix the mounting bracket.  The new contract with Mr. [redacted] was a specific scope of work to install one new post, not to service the entire mounting structure of the shade.The Agreement for Sale, that Mr. [redacted] signed, clearly states that the customer is responsible for all labor charges after a period of Two years, additionally, the contract also indemnifies liberty from any and all warranty obligations that are caused by high wind events, etc.  (Full terms are on contract) Mr. [redacted] is amazingly hard to contact.  Since receiving the b.b.b complaint last week, we have left three messages for Mr. [redacted].  4.27.16---this morning we received a message from Mr. [redacted] that stated he wouldn’t communicate with the service manager any longer and that he will only deal with the “owner” and that he is only available before 8 a.m. or after 5 p.m., which is outside of our business ours. The wind damage that Mr. [redacted] himself describes, cancels all warranty expectations and it appears that instead of turning this into an insurance claim, Mr. [redacted] is attempting to hold Liberty Home Products responsible for the damages caused by high winds. In an attempt to resolve this unfortunate situation, Liberty has offered to manufacture a new mounting bracket to replace the wind damaged one, if Mr. [redacted] will pay for the labor to install it and agree in writing that this is not warranty work. Warmest Regards,Frank H[redacted]

I have had the pleasure of doing business with Liberty Home for the last 6 years and this time they went more than the extra mile for us. Liberty felt that the motor in our sun screens should not have failed so soon, so without us having to request it they went to the manufacturer and requested that they replace the motors for us. We were thrilled to receive a call from Liberty Home letting us know that they would be replacing the motors free of charge. Now that is service. Working with [redacted] and Amy is always a positive experience.Every service person they have sent us has been professional, courteous, and patient as they show how to use the product. Thank you, we will always come back to you.

Review: After research for reviews online, on May 6, 2013, I made a trip to the showroom to look at products. I received an estimate from [redacted] at that time. When I got home, I emailed and asked if [redacted] would find a customer or two who purchased the retractable awning product I was interested in and ask if they would call me and tell me about their experience. I received no reply, so on May 17, I called the office. I was told [redacted] received my email and would attempt to find someone. I still received no word back and so on May 17 I called yet again.

There is a sale during the month of May for 25% off and Liberty pays sales tax. I began this process on May 6 to be sure to take advantage of this sale. No one got back to me. I called yet again. I spoke to [redacted]. Thankfully, [redacted] did finally get someone to call me. [redacted] booked an appointment for measuring and ordering with [redacted] for 1:00pm on May 28. I was unhappy that I had to wait for yet another 11 days for the appointment (since I had started this whole process at the beginning of the month to avoid last minute rush of the sale. I also told [redacted] that I would email the owner (he does not take phone calls?) as well, but wanted to book the appointment. I emailed Mr. [redacted] and received a somewhat snarky reply, but I let it go and just thought I would base my final decision on the measure and order and information I got from [redacted] on May 28. Well yesterday I waited until 1:30pm and had not see anyone nor received a phone call about the appointment, so I called the office. The first person who answered said she would check on it. [redacted] came on the line and said there was no longer an appointment. I asked what she meant by that and was told (in bits and pieces) that the owner had told her/them to cancel the appointment (without so much as letting me know), and told his staff he had "handled" "it". I am not an "it", I am not "handled" by rude and unprofessional people who act like jerks. This appointment and the estimate I had was for the sale and the sale price and now it is the end of May and I have no order and nothing to show for this.

Treating a customer in this manner certainly is unbelieveable, and it is also not good business. Mr. [redacted] will have his negative practices catch up with him. I think all consumers should be aware of the very negative, disrespectful, and untrustworthy manner in which this company operatesDesired Settlement: I would like the "sales price" and "sales tax" discount of the order, so that I can purchase from a reputable company, since Mr. [redacted] advertised the promotion and then cut me off from the promotion without any notice whatsoever. This is unacceptable. The 25% discount is $780. plus $216. sales tax, per the written estimate, which is $996.00

Business

Response:

In response to Ms. [redacted]'s complaint, I am going to include our email interaction.

Ms. [redacted] did come into our showroom to gather ideas for her home. Our showroom salesperson, [redacted], spent well over an hour showing Ms. [redacted] the various options that we have to provide shade solutions.

After seeing and hearing all of the available options, Ms. [redacted] declined to schedule an appointment to have a salesperson come out to her home. She left.

A few hours later, she called back and asked if we could provide her with a very specific referral: a customer that has had a retractable awning installed over an atrium. [redacted] explained to Ms. [redacted] that we would have to physically search through job folders to look for pictures of this type of install, as we have no ability to sort digitally by install and that we would have to first contact the existing customer to ask permission to have someone contact them. This is an exhausting task to say the least and we undertook the task to try and get Ms. [redacted] her specific information.

After searching through prior job folders, [redacted] was able to find a customer with the desired type of install and we left a message with the customer asking if we could use them as a referral, etc. This stretched out over a weekend, and we still hadn't heard back from our customer.

At this point, Ms. [redacted] called our office and was verbally abusive to [redacted] regarding our company, it's reputation and so forth. She was extremely upset and called and talked to multiple people and had our office in a panic over this extremely angry customer on the phone. The interesting thing is that she still had not even asked for a sale appointment.

Communication with Ms. [redacted] has been extremely difficult and she has talked to various employees, asking for various services and is not a customer.

I understood her email to me to explain that she did not like our company and that she found Liberty unreputable and that she would not do business with such a company. If I was wrong in this estimation, I am totally sorry.

However, at this time we respectfully decline to do business with Ms. [redacted] and feel that her complaint is unwarranted. We put great effort into the process of making Ms. [redacted] one of Liberty's many happy customers and feel as though we are being unfairly targeted by this person.

Thank You.

From: [redacted] [mailto:[redacted]]

On Mon, May 20, 2013 at 8:31 AM, [redacted]>

wrote:

Ms.

[redacted],

I'm sorry you seem

to be having a hard time gathering the information that you

seek.

In your particular

situation, in terms of soliciting opinions from existing customers, is can be

quite difficult to first contact the customer and then receive permission from

that customer to pass their names and numbers on to strangers. It is a policy

of Liberty's to get permission from an existing customer prior to forwarding

their information on to perspective clients.

I understand that

[redacted] was able to provide you with a coupe of customers names that may help in

your inquiry.

This is the busiest

time of year in the Awning industry. All of our lead times are dramatically

longer this time of year and all of our customers are treated with a first come,

first serve basis. This holds true for estimates, installs and

services.

In terms of your

"complaints", I'm not sure how to respond, other than to say as a consumer you

can make what ever decision you think suits your needs best.

Warmest

Regards,

From: [redacted] [mailto:[redacted]]

Sent: Friday, May 17, 2013

12:43 PM

To: [redacted]

Cc: [redacted]

Subject:

Re: May 6 visit to showroom, 5/6 email, phone calls x 2 and email May

12

I am writing because I am concerned about my attempts to purchase a product

from your company.

On May 6 I drove to your showroom because I wanted to be there in person to

ask questions and see products. I spoke with [redacted] wrote an

estimate. I asked if she would ask if there was a customer with the retractable

awning who would be willing to contact me so that I could ask them (briefly)

about their product performance. I have done this with all major purchases and

all major surgeries I have had and it works well for me to understand whether or

not the product or service is right for me.

I eailed [redacted] when I got home from our meeting to ask a couple questions

and make sure she remembered to find a customer for me to speak to. When I did

not hear from [redacted], I called to be sure she received the email. I spoke to

[redacted] briefly and she verified she indeed got the email. I asked if I should

expect to hear from her soon and as I recall, she said yes.

When I did not hear back from [redacted], I emailed yet again on May 12.

Today is May 17, and 11 days have passed since my trip to the showroom and

my questions about purchasing the retractable awning product.

I just tried to call the central phoenix number and had to try 6 times

because it was busy. I finally got through and asked to speak with the manager

or owner. I was told by [redacted] (sp?) that you only accept emails, so I am emailing

you.

I explained my situation to [redacted] and she attempted to explain that they are

short staffed and busy with the sale. Mr. [redacted], I specifically made a point

to drive all the way to your showroom (a distance since I live around [redacted]) on May 6 to avoid being in the crush of the last minute

appointments and sale frenzy. Now it seems that I cannot get anyone to even come

out to the house for the measure and/or estimates until May 28, AND I still have

not heard from (nor has anyone located) any purchaser of this product.

I don't want to buy this if not on the sale. I made the effort to drive

there at the beginning of the month and have emailed twice and called twice now

in order to move this along. I have submitted the paperwork to my HOA and have

received the okay. I have questions about maybe doing sunscreens (but anchored

at an angle instead of the retractable awning) and have researched and spoken

with Phoenix Tent and Awning as well.

I have 2 complaints:

1. My experience as detailed above makes me wonder if I am having this much

trouble with Liberty following through before I spend thousands of dollars, how

much trouble will I have if I go ahead and spend the money and then need some

customer service? Huge concern. I do not want to purchase and not have access

to service.

2. How reputable is a company that forces a customer to contact them 5

times (6 with this email) in 11 days in order to follow through. I should not

be doing the follow through, Liberty should be. And now, the soonest

appointment I can get is May 28 (I started this on the 6th). Does that seem

right to you? (I have gone to ROC site, and Liberty's website, so am familiar

with what is listed there, but people can print whatever they want). Actions,

not websites are the truth of the experience.

I am concerned that I am expending a lot of energy in order to be the

customer spending the money.

I would appreciate a reply.

From: [redacted] [mailto:[redacted]]

Sent: Tuesday, May 28, 2013 1:34 PM

To: Frank

Subject: Re: I just called to see where Jason was for my 1:00

appt made with [redacted]

When I spoke to [redacted] on the phone and emailed you, [redacted] did

make an appointment for Jason to come to my home today at 1:00 pm.

Since it is 1:30, and I have not received a call or seen

Jason, I called your office and spoke to Allison.

Would you please tell me why you cancelled the 1:00

appointment that I had for today (re-arranged my schedule to be here at 1:00,

since [redacted] said that there were no appointments last week at all, and this was

the soonest appointment)?

At the time I spoke to [redacted], I told her I wanted to make

the appointment, and that I would also follow up with you.

It is my understanding from Allison that you cancelled

the appointment and told them that you "handled" "it".

Mr. [redacted], I am here waiting for my appointment today.

This is the appointment I made long ago, and the process that I started on May

6. Why on earth is this so difficult?

On Mon, May 20, 2013 at 8:31 AM, [redacted] <Frank[redacted]@libertyhomeproducts.com>

wrote:

Ms.

[redacted],

I'm sorry you seem

to be having a hard time gathering the information that you

seek.

In your particular

situation, in terms of soliciting opinions from existing customers, is can be

quite difficult to first contact the customer and then receive permission from

that customer to pass their names and numbers on to strangers. It is a policy

of Liberty's to get permission from an existing customer prior to forwarding

their information on to perspective clients.

I understand that

[redacted] was able to provide you with a coupe of customers names that may help in

your inquiry.

This is the busiest

time of year in the Awning industry. All of our lead times are dramatically

longer this time of year and all of our customers are treated with a first come,

first serve basis. This holds true for estimates, installs and

services.

In terms of your

"complaints", I'm not sure how to respond, other than to say as a consumer you

can make what ever decision you think suits your needs best.

Warmest

Regards,

Frank

From: [redacted] [mailto:[redacted]]

Sent: Friday, May 17, 2013

12:43 PM

To: [redacted]

Cc: [redacted]

Subject:

Re: May 6 visit to showroom, 5/6 email, phone calls x 2 and email May

12

I am writing because I am concerned about my attempts to purchase a product

from your company.

On May 6 I drove to your showroom because I wanted to be there in person to

ask questions and see products. I spoke with [redacted] wrote an

estimate. I asked if she would ask if there was a customer with the retractable

awning who would be willing to contact me so that I could ask them (briefly)

about their product performance. I have done this with all major purchases and

all major surgeries I have had and it works well for me to understand whether or

not the product or service is right for me.

I eailed [redacted] when I got home from our meeting to ask a couple questions

and make sure she remembered to find a customer for me to speak to. When I did

not hear from [redacted], I called to be sure she received the email. I spoke to

[redacted] briefly and she verified she indeed got the email. I asked if I should

expect to hear from her soon and as I recall, she said yes.

When I did not hear back from [redacted], I emailed yet again on May 12.

Today is May 17, and 11 days have passed since my trip to the showroom and

my questions about purchasing the retractable awning product.

I just tried to call the central phoenix number and had to try 6 times

because it was busy. I finally got through and asked to speak with the manager

or owner. I was told by [redacted] (sp?) that you only accept emails, so I am emailing

you.

I explained my situation to [redacted] and she attempted to explain that they are

short staffed and busy with the sale. Mr. [redacted], I specifically made a point

to drive all the way to your showroom (a distance since I live around 12th

street and Bethany Home) on May 6 to avoid being in the crush of the last minute

appointments and sale frenzy. Now it seems that I cannot get anyone to even come

out to the house for the measure and/or estimates until May 28, AND I still have

not heard from (nor has anyone located) any purchaser of this product.

I don't want to buy this if not on the sale. I made the effort to drive

there at the beginning of the month and have emailed twice and called twice now

in order to move this along. I have submitted the paperwork to my HOA and have

received the okay. I have questions about maybe doing sunscreens (but anchored

at an angle instead of the retractable awning) and have researched and spoken

with Phoenix Tent and Awning as well.

I have 2 complaints:

1. My experience as detailed above makes me wonder if I am having this much

trouble with Liberty following through before I spend thousands of dollars, how

much trouble will I have if I go ahead and spend the money and then need some

customer service? Huge concern. I do not want to purchase and not have access

to service.

2. How reputable is a company that forces a customer to contact them 5

times (6 with this email) in 11 days in order to follow through. I should not

be doing the follow through, Liberty should be. And now, the soonest

appointment I can get is May 28 (I started this on the 6th). Does that seem

right to you? (I have gone to ROC site, and Liberty's website, so am familiar

with what is listed there, but people can print whatever they want). Actions,

not websites are the truth of the experience.

I am concerned that I am expending a lot of energy in order to be the

customer spending the money.

I would appreciate a reply.

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

1. On my visit to showroom on May 6, I left specifically telling [redacted] I wanted to ask HOA if awning was allowed before committing.

2. I was never offered to "schedule an appointment" on the first visit. I volunteered that I would check with HOA and get back to Liberty if they okayed the awning.

3. I did not ask for a customer who had an atrium- where did that come from? I asked if they could ask a customer who had this product to contact me to share their experience. Which, they eventually did. [redacted] never said it would take hours to comb through folders. (I just wanted to speak to someone who had a retractable awning). [redacted] found someone in 20 minutes. I got no response to my initial email to [redacted], so I did not even know if she received it. I did not "trash" the company. I told [redacted] that I understood about confidentiality, but that if my doctors and surgeons were willing to ask their customers to call me to share their experience, it seemed reasonable that an awning company would do the same. That is not trashing any business. At the end of the second conversation with [redacted], I verified, "so, I will just wait to hear from you?" and she said yes. The next thing I know, I receive a snarky reply email from Mr. [redacted] (which, as you can see below does NOT cancel the scheduled appointment), and [redacted] goes on vacation as the month with the 25% discount and sales tax event ticks off.

4. I was never, and I mean never verbally abusive. I was upset that the time was ticking away and I had not heard back from anyone with any customers to contact. I was told they were short-staffed and very busy because of the sale, and that [redacted] was on vacation. That is when [redacted] helped me. [redacted] did schedule an appointment, which Mr. [redacted] cancelled without even contacting me at all. I never cancelled the appointment and [redacted] was aware that I was booking the appointment and emailing the owner.

If Mr. [redacted], is not open to inquiries and asking current customers if they will share their experience, and if he only wants to sell to the "no questions asked" people, then he needs to advertise that up front.

Yes, I ask questions. Yes, I needed to get okay from my HOA. For a $4,000. purchase, a prudent person checks things. Unfortunately, I did not see enough information on complaints about this company, or I would have known not to spend hours and hours on this and sit here waiting for the appointment.

If you think that it is okay for a business to treat a customer in this manner, then you are both incorrect. Where does a business that is reputable not provide some references and keep scheduled appointments. I believe the cancelling of the appointment was Mr. [redacted]'s intentional "handling" of a customer who was not a no question, pay person, to make his life easier.

I stand by my request, though I would never (as I have already shared with everyone I know or meet) purchase from Liberty. I now must begin the entire process again, and it will cost me more money BECAUSE OF MR. [redacted]'s behavior. Mr. [redacted]'s behavior in cancelling the appointment without contact is so inappropriate, and his facts are incorrect. I was not asking [redacted]'s "okay" or non-okay for my business.

I absolutely am due the costs Mr. [redacted]'s behavior cost me, and that does not even cover my time and energy. I absolutely will not accept [redacted]'s (since he calls me [redacted], I call him [redacted]) attempt to white wash what he did and explain it away with untruths.

Regards,

Business

Response:

Ms. [redacted] is entitled to her own opinions but not her own facts.

1) Ms. [redacted] was most certainly offered an in-home estimate on her initial trip to our showroom. [redacted], the showroom salesperson that worked with Ms. [redacted] is directly compensated for turning showroom visits into in-home appointments. [redacted] spent over an hour with Ms. [redacted] in the showroom.

2) Ms. [redacted] now claims that her request for a referral was not specific--a retractable awning in an atrium. It was this specific request that took Liberty employees hours to search out by hand and delayed her request.

3) Ms. [redacted] has made statements that our company is terrible and that she will tell everyone she knows not to use Liberty, but still insists on doing business with Liberty? We have not contracted with her. She has given no deposit. Yet, she insists on going forward with a contracting agreement. There is no logic to any of Ms. [redacted]'s actions or claims. Why would she choose to use a company that she claims is terrible and she will tell others not to use?

We feel the answer to this question is that Ms. [redacted] knows that her claims and complaints are wildly overblown.

Liberty will not contract with this person and we further feel that Ms. [redacted] is falsely and intentionally slandering our company and our good reputation. We are a second generation business that has been members of the B.B.B. for over 34 years. We have a spotless record with the R.O.C and have never carried less than an A rating with the B.B.B. These claims are false and hurtful and we request that the B.B.B dismiss this claim with prejudice.

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

Regards,

Since I was present and [redacted] was not present, I must say, he cannot say that my facts are not correct. They are correct since I was there.

1. As stated, I was not offered an in home estimate b/c I had a written estimate

in my hand, and I told [redacted] that I would have to check with HOA to be sure the

awning was allowed before I could schedule someone to "measure".

2. I do not have an atrium. I would not think of the word atrium. Why would I want to talk to someone with an atrium when that has nothing to do with my property? [redacted] might have conjured in her mind "atrium" because my property is narrow, but it is nothing like an atrium, and so I would not have represented it as such.

3. Yes, I am saying that based on my experience, I have been treated terribly by Liberty, and I have and will share that experience whenever I am able to do that. I went to the trouble of filing this complaint because it was relayed to me that [redacted] said he had "handled" me, and cancelled the appointment I made via [redacted] for 1:30 pm on May 28, without so much as an email or phone call. That is impolite, rude, unprofessional and deserves every effort to make this type of treatment known to others in order for them to avoid this type of rude and arrogant behavior. I have not been "handled", [redacted].

If you will look on the Revdex.com site, you will see there are a few complaints that are showing on your record. That is another reason people treated like I have been treated need to speak up. I do not care if you are 100th generation. If you treat customers in this manner, you deserve to be called on it, and the more you act in this manner, the more those complaints will show up and hopefully, that will deter others from using your company in the future.

No, I did not place a deposit-- because, as I have said multiple times-- I had to make sure the HOA would allow the awning. I told [redacted] this. I went through that process and checked back again after I had not heard anything from [redacted]. I was ready to move forward.

I finally got the appointment. [redacted] does not mention that he unilaterally cancelled a standing appointment with someone who had emailed him and made a trip to his showroom and made multiple calls and emails to move the process forward. [redacted] does not say why he arrogantly said he "handled" me and the situation when his email response clearly did not cancel the appointment.

It is [redacted]'s rendition that lacks credibility because he is attempting to make the story as he wants it to be, not as it is, and there is no good reason to be rude and unprofessional and cancel an appointment without notification and contend that my comments put his office in a "panic", when in fact, it is the type of behavior that has been exhibited by [redacted] that, in my experience causes "panic" in an office where staff don't know what to expect, and threats and behaviors such as unilaterally cancelling appointment show retalliation.

The bottom line:

I have not been treated well

I asked for an explanation of the cancellation of the appointment with no notification, and I believe it was in retalliation for asking a question about speaking with someone who owned the product I was considering spending $4,000. on, once my HOA approved the awning, which they did

I will share with others I have not been treated well

I have not been "handled"

I now have to start all over with another company due to [redacted]'s behavior, and I reasonably request the money that will cost me (the discount and the sales tax which was the May promotion which is why I started this process May 6), and that does not cover my time and energy to let others know how poorly this has been handled.

If you dismiss this complaint, then you truly are just working for the companies who pay for their membership every year and have no business representing yourself as a mediator to resolve complaints on behalf of the public. This treatment was obscene in respect to valuing a customer, and [redacted] does not have the right to fabricate a story that does not accurately reflect what actually took place.

I resubmit my complaint in the strongest sense.

The worst customer service ever. Final product was fabulous. Owner never calls back when requested. Took six months to get project even started because of incompetence, yet they were more than happy to hold onto my money. I had to do paperwork process for permit because the project manager, [redacted] is incompetent. Owner is aware of all of the above. No offer to reduce cost or solve problem.

John C.,Lex, and Larry did a wonderful job installing my flat pan shade structure next to my pool. They were very professional and were very patient in answering my questions and explaining things to me. I would recommend Liberty Home Products my whole experience with Liberty has been good.

Our awning was installed on May 22 by [redacted] and [redacted]. We couldn't have asked for better service. They were fantastic.