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Marzec-Rhoades Investigations Inc

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Marzec-Rhoades Investigations Inc Reviews (4)

[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 my complaint.  I have spoken to a representative at the company and we were able to get the issue resolved.  Thank you for help on this issue, and thanks to the company for working with me. 
Regards,
A[redacted]

We have just received you complaint to the Revdex.com about the scheduling of your poly level project. It is unfortunate that you feel we have not been timely in our estimate and scheduling of your project. In late September when our estimator first looked at you home he told you that we could not perform...

the work due to the fact that the crawispace could not be accessed and there was concern that the lifting of the garage slab could put pressure on the adjoining crawispace wall and cause damage to this area. It is my understandings that after a conversation with our estimator in early October that you really wanted to have something done and you were willing to sign off on any damages caused from the lifting. We worked on coming up with an unconventional solution to fix your garage slab. The estimate was sent to you on October 7th, you did not sign the proposal until October 17", and the deposit was not paid until October 26". This is not a typical installation and has to be coordinated using the Poly Crew with additional manpower to complete the project. We do not feel that a five to six week lead time to install is an unreasonable timeframe, as we do have other jobs to complete prior to starting yours. It does not state anywhere that this project would be completed by a certain date and we do our best to schedule projects in a timely manner. I do apologize if the production department has not kept you informed as to the schedule. At this juncture we feel it would be in both parties best interest to fully refund your deposit and you can find another contractor to complete your work. We will be in contact with you to get your credit card number as we do not keep this information on file. Respectfully, [redacted]

We are
responding to the complaint filed against our company by [redacted]
Before
we can respond to the specifics of the complaint filed against our company, we
first need to correct some incorrect background information. This job was sold
on 07/03/2013 and installed on...

08/15/2013, not 2014. As you can see,
this work was completed well over a year ago.
On
September 9, 2013, [redacted] emailed our company, stating she was not happy with
the work. We immediately dispatched our service technician and foreman to
address the customer's concerns, which were minor in nature -- seams, taping,
and wrinkles in the CleanSpace moisture barrier. After our workers made these
minor changes at no additional cost to the customer, she stated she was
satisfied.
On
March 16, 2014 — six months after we made these minor changes and further
ensured that the system was working properly -- we received an email that she
had a leak in her basement and a problem with her boiler. Upon investigation by
one of our employees and her handyman, we discovered that the leak was from a
blocked sewer line out in her yard that backed up into her basement. This had
nothing to do with our system. We also had nothing to do with her boiler system
problem, as our waterproofing system is not tied to her boiler in any way.
Nevertheless, we did not charge her for this service visit.
Then on August 28, 2014,
more than five months after checking on her sewer line and boiler, we received
a complaint from the [redacted] office alleging a number
of issues, including problems with her boiler, hot water tank, washing machine
and sewer, as well as alleging that our employee stole items from her basement
when the system was installed in August 2013.
(Our detailed response to the [redacted] is
attached. Her complaint was not pursued by the [redacted].) 
We knew
immediately that these allegations were unfounded and not related to any work
that we had done. There is no possibility whatsoever that our work had anything
to do with problems pertaining to her sewer, boiler, hot water tank or washing
machine. These appliances and utilities are not tied into our system in any
way.
As for
the accusation of theft, this, too, is unfounded. The homeowner failed to move
items as she had agreed to move in our contract. Our employees had to move
these items before beginning work, so they worked side by side with the
homeowner to ensure that nothing was thrown away that shouldn't have been. She
sorted through items that she did not want and asked that they be taken to the
landfill. She even acknowledges this in one of her emails to us. (We also
provided proof of landfill receipts to the [redacted])
In an attempt to try in
some way to satisfy this customer, we sent our Service Manager and Production
Manager to meet with [redacted] on 9/05/2014. [redacted] was very reluctant at
first to have our managers view the work we had done in her basement. (Upon
inspection, our managers confirmed once more that the job was completed
according to our contract and the system was working properly.)
Once
arriving in the basement, [redacted] stated to our two managers that she did not
like the CleanSpace product that was covering her basement floor. She asked
what could be put in its place.
Our
employees told her that our company has no other product for dirt floors, but
that we would be happy to remove this product and provide her with a full
refund. She stated that she did not want our products removed, as they were
working as intended and her basement was dry.
Our Production Manager then asked [redacted] what our company could
do to make her a satisfied customer, thinking that she might want a partial
refund or some minor consideration. M[redacted] response floored both of our
managers.
[redacted] replied, "$100,000.00. That
will get me out of debt and give me a nice nest egg." This is an exact
quote as relayed to me by two different managers. She explained to our managers
how she was having a hard time paying bills and that a large settlement from us
would help her get out of debt. To specifically address other items in the complaint to the Revdex.com --
they are also false. We installed the system exactly as designed on the
proposal. She received a copy of the entire proposal and she signed/initialed
each page in July 2013. We will be more than happy to provide a copy. As you
can see from the dates above, there were approximately six weeks between when
we gave her the proposal and when the job was installed.
She had
ample time to review all of the information we provided her, including the brochures
and samples, not to mention all of the information we provide on our internet
site about our products.
Needless to say, we have
done everything possible to satisfy this customer. We even offered to remove
the product and provide her with a full refund. We even dispatched a serviceman
to her home without charge to investigate what turned out to be a stopped up
sewer line in her yard. Despite all these efforts, this customer asked our
managers for $100,000 to resolve her complaint, which is about 10 times what we
charged her to install our waterproofing system!
At this point we are not
willing to refund any money as there is no problem whatsoever with our
waterproofing system. The problem apparently is with the customer's financial
situation and it should not fall on our shoulders to bail her out.
As an
accredited member of the Revdex.com and a company that has strived
to provide all of our customers with the best service possible every day since
we proudly began our business 11 years ago, we have gone the extra mile for
this customer time and time again —only to be asked to provide her with a
"nest egg."  Please contact me if you need additional information or further
documentation.

We recently received your Revdex.com complaint about the installation of your Poly Level project. I am sorry that we have not been able to get your project installed to this point. As you are aware we had some mechanical issues with the Poly machine back in October. We have been working diligently to make...

up the back log that this down time created. We have not given out definite dates as we are working around the weather and our Poly tech takes his two week's vacation every year in November. I have addressed the issue of not keeping you informed with our office production department. At this juncture we feel it would be best to give you a full refund of your deposit and cancel your project since we will be unable to give you a definite date. I have enclosed a check for the refund of your deposit. Respectfully, R[redacted]

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