Marciante Diversified

Tell us wIn response to this complaint, we have tried to contact Mrs [redacted] by phone in order to set up an appointment so the owner can meet with her however, she has not answered our calls and we keep receiving the message that the mailbox is full We have reviewed our files regarding our business relationship with, and the services we have performed for, Mrs [redacted] Our records indicate she has been our customer since at least 1999, if not before then We have always taken very good care of Mrand Mrs [redacted] and have always made ourselves available to them and addressed their needs promptly Most recently, our company did install a water heater, expansion tank and water regulator in April, We also installed a new heating and cooling system in June, During this time, Mrs [redacted] did call us regarding minimum water flow in her faucets As per her complaint, when she did contact us, we did go to her home to see what was happening Without charging her any service fees, [redacted] did clean out all of her faucet aerators which were full of calcium deposits At that time, this did help the water flow Please keep in mind that Mrs [redacted] ’s home was built in Calcium and mineral deposits in the plumbing system are in a 40-year-old house We were under the impression that all open issues were resolved Since that time we have not heard from, and until we received this complaint, we had received no follcontact from her Regarding the furnace, the furnace was manufactured without a bottom That is the type of furnace Mrs [redacted] purchased If Mrs [redacted] would like us to build a bottom for the furnace, we can do thatWe do not know to what she is referring when she says "the electrical work as well as of the pipes that were installed were not up to code." We believe the valve she is referring to for the humidifier is a new code item We installed her humidifier in 1999, and code requirements were different at that time The last time we visited her home, there was no problem with any flu pipe And, now she has apparently had another service company in her home who has spoken negatively about our company, and may be trying to take advantage of herWe will continue to try to reach out to Mrs [redacted] Our goal is to make sure we are meeting her repair and maintenance needs, and to make sure she remains a satisfied customer We just wish she would have called us to let us know she was having problems [redacted] and [redacted] Owners of Marciante Diversified, Inc[redacted] hy here

Initial Business Response /* (1000, 11, 2015/12/22) */
First of all, Mr*** *** was not present at any of the many meetings and discussions our company had with his wife, *** ***Second, we have been in business since 1984, and this is our second complaint in years - I think our record
speaks for itself
In Mr***'s complaint, he stated, "We had a limited budget going into the project, which was clearly stated upfrontHowever, throughout the planning process, they continually recommended items out of our budgetThis should have been a warning to us."
Actually, I am beginning to think the customer's limited budget should have been a warning sign to usFrom the beginning, we explained to Mrs*** that the limited budget would not allow for the "vision" she had for her renovated bathroomHowever, we did everything we could to both meet their budget, and provide them with a renovation for which they would be satisfied
I have attached most, if not all, of the correspondence between us and the clients*** ***, and our on-site technicians were in constant communication with Mrs***When I stated in my November email that we had completed the work in our original contract, I was referring specifically to the standard height walls which had already been installed, but yet the customer claimed were not correct heightThe shower walls were the correct height (standard tub wall height) which we had discussed with Mrs*** even went over dimensions on a drawing/spec sheet with her in the *** home*** took Mrs*** to *** to pick out the materials to be used on the job to help eliminate any miscommunication about the materials
However, even though we installed "standard" height tub walls, because the customer was not happy, we agreed to install the additional height at our own expense for materials and laborThe material, Onyx, is a special order material, and the delay on the job was due to additional manufacturing time for the material so in effect, the delays experienced were due to us doing what we could to keep the customer satisfied
Mr*** reported to you on December that we were requesting payment in full prior to the completion of workThe paragraph which he took out of context from my November email also included my following words which he of course intentionally left out to distort the excellent customer service which we provided to them
"Hopefully, you will understand that this was a miscommunication, and take us up on our generous offer to provide you with these extra services at no additional chargeWe are willing to accept the $2,payment at this time, and the $4,upon final completion."
As you can see by the enclosed documentation, Mr*** has made statements which were contradictory to actual eventsAlthough we felt the miscommunication between the customers themselves contributed to the confusion on this project, we gave them the benefit of the doubt that the confusion could have been on our endThat is why we incurred the additional labor and material expense to do what we could to make them happy with our work
This job was completed, and the customer remitted payment in full to us, on Thursday, December 10,
Initial Consumer Rebuttal /* (3000, 13, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Primarily, we want to not accept this response because we want to dismiss the complaint altogetherPlease see below
We believe that all statements made by us represented that actual eventsWe did not intentionally distort anythingI did not present all of the details that I would have because of the limited amount of characters allowed for my responses
Regardless, Marciante has made a good effort to complete the remainder of the project to be closer to our original expectationsIn addition, due to a crazy fluke during the installation, and not because of carelessness on their part, one of the water pipes was pierced during the installHowever, it did not become apparent until a couple weeks laterIt resulted in some water damage to the bathroom on the level belowWhen we called them, they came out within an hour, on Christmas Eve, and repaired the pipe so that we could have the water on in the houseAlso, they will return to repair the damage caused by the waterThis was greatly appreciated
During their visit, we were able to talk through things and realized that, for the most part, most of the issues involved with this project were communication relatedThere was no intended malice on either side
As a result, we would like to completely dismiss this complaint without it registering against MarciantePlease let us know if you have any questionsThank you

Tell us wIn response to this complaint, we have tried to contact Mrs. [redacted] by phone in order to set up an appointment so the owner can meet with her however, she has not answered our calls and we keep receiving the message that the mailbox is full.   We have reviewed our files...

regarding our business relationship with, and the services we have performed for, Mrs. [redacted].  Our records indicate she has been our customer since at least 1999, if not before then.  We have always taken very good care of Mr. and Mrs. [redacted] and have always made ourselves available to them and addressed their needs promptly.   Most recently, our company did install a water heater, expansion tank and water regulator in April, 2016.  We also installed a new heating and cooling system in June, 2016.   During this time, Mrs. [redacted] did call us regarding minimum water flow in her faucets.  As per her complaint, when she did contact us, we did go to her home to see what was happening.  Without charging her any service fees, [redacted] did clean out all of her faucet aerators which were full of calcium deposits.  At that time, this did help the water flow.  Please keep in mind that Mrs. [redacted]’s home was built in 1979.  Calcium and mineral deposits in the plumbing system are normal in a 40-year-old house.  We were under the impression that all open issues were resolved.  Since that time we have not heard from, and until we received this complaint, we had received no follow-up contact from her.   Regarding the furnace, the furnace was manufactured without a bottom.  That is the type of furnace Mrs. [redacted] purchased.  If Mrs. [redacted] would like us to build a bottom for the furnace, we can do that. We do not know to what she is referring when she says "the electrical work as well as 3 of the pipes that were installed were not up to code."  We believe the valve she is referring to for the humidifier is a new code item.  We installed her humidifier in 1999, and code requirements were different at that time.   The last time we visited her home, there was no problem with any flu pipe.  And, now she has apparently had another service company in her home who has spoken negatively about our company, and may be trying to take advantage of her. We will continue to try to reach out to Mrs. [redacted].  Our goal is to make sure we are meeting her repair and maintenance needs, and to make sure she remains a satisfied customer.  We just wish she would have called us to let us know she was having problems. [redacted] and [redacted]Owners of Marciante Diversified, Inc.[redacted]hy here...