Thank you for taking the time to communicate to us why our Customer is unhappy and that we did not meet their expectations We have every desire to address the home owner needs and provide the best solution available to resolve the issue as soon as possible.Home Pro will be in contact with the home owner in the coming days to make our best attempt in regaining their confidence in our company In addition, we will further evaluate how we can prevent this problem from occurring again in the future.Please accept our sincerest apology for any trouble or inconvenience we have caused you Again, I highly appreciate your feedback as it will assist us in becoming better at what we do As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer It's our goal to retain you as a satisfied customer and will hope to serve you again in the future
Initial Business Response /* (1000, 12, 2016/02/26) */
Response to *** ***'s Post:
Home Pro is currently processing on job #in our communityOur work radius is approximately miles with a population of nearly quarter million people
This has been compiled over the last
yearsI want to establish the full view of Home Pro in response to her letter
To start, we are usually running a 6-week startup on a projectSounds like this was misunderstood or a miscommunication
In response to no management on job site we are viewing pictures daily sent in by the crew and we had visited the job continuously as homeowner stated
As far as the electrical crew and timing in which they arrived on job and damaged the panel-This is unfortunate, but accidents can and do happenWe have and will continue to service any workmanship issues the client hasIncluding, "electrical outlets not working."
Regarding roof leak, leaks show up sometimes when new roofs are connected to old roofsAnd only where they are connectedIt was unfortunate they weren't home
She got confirmation about needing a new roof on her existing home and purchased from another company
*** was also incorrect endorsing the article on the front page of her local newspaperThey recanted in a follow up article; the problem was not Home Pro windows
It is unfortunate she did not have a pleasant experience with Home ProThis is not the norm and clearly we will continue to service herThe entire team apologizes for not meeting her expectations
I would have no problem paying for her floor and ceiling repair for the sake of just saying we are sorry for her experienceWe failed in our communication skills with this client and we would like to show her we do care
It's our hope, from all of us here at Home Pro, that she will enjoy her new sunroom for many years to come
I found her words very hurtful towards our family business regarding "smooth talking" and "schmoozing" our clientsI also understand her emotions and how we did not meet her expectations
Let me know the cost of the ceiling repairs and floor replacement receipts and we will gladly reimburse *** for those
Sincerely, *** ** ***
Initial Consumer Rebuttal /* (3000, 14, 2016/03/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cannot accept the submitted responseIn the written response, it states that "we are viewing pictures daily sent in by the crew and we had visited the job continuously." Pictures may have been sent to the company, but they definitely did not visit the job continuouslyIf the job had been monitored as the work was done, many of the mistakes and messes could have been avoidedDuring the month of work, there were only two visits made by the companyThe first visit was made by someone who said he was newly employed by the company, and his job was to work on communication problemsHe took some pictures, and I never saw him againThe second visit was made later by someone with the family name, and he said he was a final inspector (even though the job was not complete)He climbed up on a ladder to view the roof, and I never saw him again
Had there been someone monitoring the job and communicating with us, even the leaking roof might have been avoidedIt seemed odd that only after the roof leaked did they tell us that our roof was badThat timing suggested that they were just shifting the blameWe had to wonder why, after being on the sun room roof for several days, no one mentioned that our house roof needed workHowever, that fit the pattern of the entire job
Final Business Response /* (4000, 18, 2016/03/18) */
I'm not sure what I'm responding to that we have not already discussed? I cannot change your experience with Home Pro but believe me if I could, I would
Our last conversation stated I would be glad to help with your additional expense from the damage the leak caused
We have a two-year warranty on workmanship and also provide the warranty from the manufacturer on parts
Am I to understand you do not want to keep this in place?
I'm open for suggestions to try to create good will and ease these hard feelings
This is up to you ***, please advise
I look forward to your response
*** ***
Final Consumer Response /* (2000, 20, 2016/03/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
"Yes" does not mean my complaint has been resolvedHowever, I realize that the damage cannot be "undone." I will submit the receipt for the cost of the ruined floor materialsI have no receipt for labor because I installed it myselfI spent a couple of days installing the floor (before the rain) and cleaning and painting the wall and ceilings (after the rain)The second floor took another day to install, etc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Initial Business Response /* (1000, 9, 2015/06/17) */
This customer purchased a pool from Home Pro back in 2011. [redacted] out of New Jersey manufactured it. Home Pro offers a 2-year workmanship warranty on all our installations. The product warranty is always labeled as...
"Factory". In this case, the factory, [redacted] closed down. The customer had an issue with the pool itself. Home Pro tried to relay the message that we cannot control when the manufacturer goes out of business and cannot take responsibility for their warranty issues. We told the customer that we would gladly coordinate for a repairman to come out and fix the issue, but she would have to pay for the service. We were having a repair tech come service another pool and told her he could schedule to come by and fix hers and based on the pictures she sent in, the repair guy quoted [redacted] The customer had agreed to pay this amount and I arranged for the service man to come out there. I told the customer she would need to drain the pool down and pump any water from underneath the pool out using the sump line we had installed when we put in her pool. The following day the service guy went to repair the pool and upon arrival noticed that the water had not been drained underneath the pool. He told her to drain it and he would come back the next day. Because of the water, he was unable to do the repair that day. He is a repairman out of St. Louis. He said because the customer had not drained the water down, he would have to stay another night in a room and it would be an additional [redacted] When the message was relayed to the homeowner, she called up to our store and verbally harassed our receptionist, twice. I messaged the customer, as to have it in writing that I want to help her resolve the issue but cannot tolerate her treating our employees like this. I told her that if she 'd drained the water, this wouldn't have happened. She calmed down and said for the guy to come back out there. I scheduled for the service man to go by the next day. He did. The water was still not drained down. He was unhappy. He told the customer he was not coming back to fix it, even if she did drain it, as she had lied to him about the water being drained and he felt as if he wasted his time. I have the messages from the repairman expressing to me his frustration towards the customer. (Let me say that the service man is a third party company out of St. Louis that goes around the country doing repairs)
After this, I called the service man and told him we were in a bind since we started the repair and the pool was now unusable until it was fixed. He agreed to go back for Home Pro but it would be an additional [redacted] now because now he was in it a third day. I relayed the message to the homeowner and let her know we would work out a payment plan with her, as she said she did not have the money to pay for this now. She said for him not to come that she would rather pay for an attorney to sort it out. I told the repairman not to go and he went back home.
This customer has sent multiple emails, messages and called several times harassing our employees and cussing them. The third party repairman said he refuses to go back there as she had lied and wasted his time. As for the stains, that is a water chemistry issue. She needs to properly balance the ph levels and alkalinity and make sure there are no metals or organic issues causing that. The repairman said there is no way that the stains were caused by a repair. They are caused by neglect to the pool. I recommended chemicals she could purchase to fix this, and she did and Home Pro delivered them to her home. After further talking with the service man, she decided to purchase muriatic acid to fix the stains. Home Pro returned her special order chemicals with no hassle. If needed, I can provide logs of emails, messages, phone logs and paperwork showing our effort to communicate and work with the customer in vain. She is now not allowed to call the office as she has harassed our employees several times. Let me know if you need further information.
Initial Consumer Rebuttal /* (3000, 11, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all we have no proof it was a manufacturer problem. I could have been installed wrong. The people that have came out and looked from other pool installation companies say that it could have easily been installed incorrectly.
They also said that they would help cover the cost of repairs and when asked they refused.
As for the repair man when giving a bid he never said if it takes more than one day he would charge more. He have a bid for a JOB. He did not say by the day, or hour he bid a job. When working with fiberglass the repair has a cure time anyway and as far as I have researched it can not be done with in hours. When he was here my husband and the man tried to drain below the pool. The repair mans exact words were it will not drain due to the pool being empty there is not enough pressure. He knew this so when he drilled holes he knew he would have to wait for them to stop running. The second morning I went out felt the bottom and it was dry and there was no water.
The stains were not a chemical issue. My chemicals are done professionally and are tested weekly. When you can see the peoples feet prints and hand prints and it is clean where they actually cleaned and stained where they did not. There is no way I have ever neglected my pool and the chemicals it needs to run. Once again they are trying to put blame on someone so they are not responsible.
Once again if you sell a product you should stand behind it. They do not stand behind what they sell. [redacted] the Home Pro man lies and he does not care about what he is selling.
Thank you for taking the time to communicate to us why our Customer is unhappy and that we did not meet their expectations. We have every desire to address the home owner needs and provide the best solution available to resolve the issue as soon as possible.Home Pro will be in contact with the...
home owner in the coming days to make our best attempt in regaining their confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring again in the future.Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again, I highly appreciate your feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer. It's our goal to retain you as a satisfied customer and will hope to serve you again in the future.
Thank you for taking the time to communicate to us why our Customer is unhappy and that we did not meet their expectations We have every desire to address the home owner needs and provide the best solution available to resolve the issue as soon as possible.Home Pro will be in contact with the home owner in the coming days to make our best attempt in regaining their confidence in our company In addition, we will further evaluate how we can prevent this problem from occurring again in the future.Please accept our sincerest apology for any trouble or inconvenience we have caused you Again, I highly appreciate your feedback as it will assist us in becoming better at what we do As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer It's our goal to retain you as a satisfied customer and will hope to serve you again in the future
Initial Business Response /* (1000, 12, 2016/02/26) */
Response to *** ***'s Post:
Home Pro is currently processing on job #in our communityOur work radius is approximately miles with a population of nearly quarter million people
This has been compiled over the last
yearsI want to establish the full view of Home Pro in response to her letter
To start, we are usually running a 6-week startup on a projectSounds like this was misunderstood or a miscommunication
In response to no management on job site we are viewing pictures daily sent in by the crew and we had visited the job continuously as homeowner stated
As far as the electrical crew and timing in which they arrived on job and damaged the panel-This is unfortunate, but accidents can and do happenWe have and will continue to service any workmanship issues the client hasIncluding, "electrical outlets not working."
Regarding roof leak, leaks show up sometimes when new roofs are connected to old roofsAnd only where they are connectedIt was unfortunate they weren't home
She got confirmation about needing a new roof on her existing home and purchased from another company
*** was also incorrect endorsing the article on the front page of her local newspaperThey recanted in a follow up article; the problem was not Home Pro windows
It is unfortunate she did not have a pleasant experience with Home ProThis is not the norm and clearly we will continue to service herThe entire team apologizes for not meeting her expectations
I would have no problem paying for her floor and ceiling repair for the sake of just saying we are sorry for her experienceWe failed in our communication skills with this client and we would like to show her we do care
It's our hope, from all of us here at Home Pro, that she will enjoy her new sunroom for many years to come
I found her words very hurtful towards our family business regarding "smooth talking" and "schmoozing" our clientsI also understand her emotions and how we did not meet her expectations
Let me know the cost of the ceiling repairs and floor replacement receipts and we will gladly reimburse *** for those
Sincerely, *** ** ***
Initial Consumer Rebuttal /* (3000, 14, 2016/03/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cannot accept the submitted responseIn the written response, it states that "we are viewing pictures daily sent in by the crew and we had visited the job continuously." Pictures may have been sent to the company, but they definitely did not visit the job continuouslyIf the job had been monitored as the work was done, many of the mistakes and messes could have been avoidedDuring the month of work, there were only two visits made by the companyThe first visit was made by someone who said he was newly employed by the company, and his job was to work on communication problemsHe took some pictures, and I never saw him againThe second visit was made later by someone with the family name, and he said he was a final inspector (even though the job was not complete)He climbed up on a ladder to view the roof, and I never saw him again
Had there been someone monitoring the job and communicating with us, even the leaking roof might have been avoidedIt seemed odd that only after the roof leaked did they tell us that our roof was badThat timing suggested that they were just shifting the blameWe had to wonder why, after being on the sun room roof for several days, no one mentioned that our house roof needed workHowever, that fit the pattern of the entire job
Final Business Response /* (4000, 18, 2016/03/18) */
I'm not sure what I'm responding to that we have not already discussed? I cannot change your experience with Home Pro but believe me if I could, I would
Our last conversation stated I would be glad to help with your additional expense from the damage the leak caused
We have a two-year warranty on workmanship and also provide the warranty from the manufacturer on parts
Am I to understand you do not want to keep this in place?
I'm open for suggestions to try to create good will and ease these hard feelings
This is up to you ***, please advise
I look forward to your response
*** ***
Final Consumer Response /* (2000, 20, 2016/03/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
"Yes" does not mean my complaint has been resolvedHowever, I realize that the damage cannot be "undone." I will submit the receipt for the cost of the ruined floor materialsI have no receipt for labor because I installed it myselfI spent a couple of days installing the floor (before the rain) and cleaning and painting the wall and ceilings (after the rain)The second floor took another day to install, etc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Initial Business Response /* (1000, 9, 2015/06/17) */
This customer purchased a pool from Home Pro back in 2011. [redacted] out of New Jersey manufactured it. Home Pro offers a 2-year workmanship warranty on all our installations. The product warranty is always labeled as...
"Factory". In this case, the factory, [redacted] closed down. The customer had an issue with the pool itself. Home Pro tried to relay the message that we cannot control when the manufacturer goes out of business and cannot take responsibility for their warranty issues. We told the customer that we would gladly coordinate for a repairman to come out and fix the issue, but she would have to pay for the service. We were having a repair tech come service another pool and told her he could schedule to come by and fix hers and based on the pictures she sent in, the repair guy quoted [redacted] The customer had agreed to pay this amount and I arranged for the service man to come out there. I told the customer she would need to drain the pool down and pump any water from underneath the pool out using the sump line we had installed when we put in her pool. The following day the service guy went to repair the pool and upon arrival noticed that the water had not been drained underneath the pool. He told her to drain it and he would come back the next day. Because of the water, he was unable to do the repair that day. He is a repairman out of St. Louis. He said because the customer had not drained the water down, he would have to stay another night in a room and it would be an additional [redacted] When the message was relayed to the homeowner, she called up to our store and verbally harassed our receptionist, twice. I messaged the customer, as to have it in writing that I want to help her resolve the issue but cannot tolerate her treating our employees like this. I told her that if she 'd drained the water, this wouldn't have happened. She calmed down and said for the guy to come back out there. I scheduled for the service man to go by the next day. He did. The water was still not drained down. He was unhappy. He told the customer he was not coming back to fix it, even if she did drain it, as she had lied to him about the water being drained and he felt as if he wasted his time. I have the messages from the repairman expressing to me his frustration towards the customer. (Let me say that the service man is a third party company out of St. Louis that goes around the country doing repairs)
After this, I called the service man and told him we were in a bind since we started the repair and the pool was now unusable until it was fixed. He agreed to go back for Home Pro but it would be an additional [redacted] now because now he was in it a third day. I relayed the message to the homeowner and let her know we would work out a payment plan with her, as she said she did not have the money to pay for this now. She said for him not to come that she would rather pay for an attorney to sort it out. I told the repairman not to go and he went back home.
This customer has sent multiple emails, messages and called several times harassing our employees and cussing them. The third party repairman said he refuses to go back there as she had lied and wasted his time. As for the stains, that is a water chemistry issue. She needs to properly balance the ph levels and alkalinity and make sure there are no metals or organic issues causing that. The repairman said there is no way that the stains were caused by a repair. They are caused by neglect to the pool. I recommended chemicals she could purchase to fix this, and she did and Home Pro delivered them to her home. After further talking with the service man, she decided to purchase muriatic acid to fix the stains. Home Pro returned her special order chemicals with no hassle. If needed, I can provide logs of emails, messages, phone logs and paperwork showing our effort to communicate and work with the customer in vain. She is now not allowed to call the office as she has harassed our employees several times. Let me know if you need further information.
Initial Consumer Rebuttal /* (3000, 11, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all we have no proof it was a manufacturer problem. I could have been installed wrong. The people that have came out and looked from other pool installation companies say that it could have easily been installed incorrectly.
They also said that they would help cover the cost of repairs and when asked they refused.
As for the repair man when giving a bid he never said if it takes more than one day he would charge more. He have a bid for a JOB. He did not say by the day, or hour he bid a job. When working with fiberglass the repair has a cure time anyway and as far as I have researched it can not be done with in hours. When he was here my husband and the man tried to drain below the pool. The repair mans exact words were it will not drain due to the pool being empty there is not enough pressure. He knew this so when he drilled holes he knew he would have to wait for them to stop running. The second morning I went out felt the bottom and it was dry and there was no water.
The stains were not a chemical issue. My chemicals are done professionally and are tested weekly. When you can see the peoples feet prints and hand prints and it is clean where they actually cleaned and stained where they did not. There is no way I have ever neglected my pool and the chemicals it needs to run. Once again they are trying to put blame on someone so they are not responsible.
Once again if you sell a product you should stand behind it. They do not stand behind what they sell. [redacted] the Home Pro man lies and he does not care about what he is selling.
Thank you for taking the time to communicate to us why our Customer is unhappy and that we did not meet their expectations. We have every desire to address the home owner needs and provide the best solution available to resolve the issue as soon as possible.Home Pro will be in contact with the...
home owner in the coming days to make our best attempt in regaining their confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring again in the future.Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again, I highly appreciate your feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer. It's our goal to retain you as a satisfied customer and will hope to serve you again in the future.