Midtown Home Improvements Inc.

Initial Business Response /* (1000, 5, 2015/11/03) */
Midtown Home Improvements has an appointment with *** to replace the backsplash tile on Thursday 11/5/and Friday 11/6/We are committed to installing the backsplash correctly as per our warrantyWe will not be returning half of her
moneyWe did have an appointment with her on October to complete the warranty workThat employee got sick and had to be hospitalized for a period of timeOur other crews had prior commitments and could not be made available until this weekWe are sorry for the delay and will make the corrections to the project
Thank you
*** ***
Senior Production Manager
Midtown Home Improvements
Midtown Home Improve

Initial Business Response /* (1000, 5, 2016/01/25) */
It is company policy to deposit checks as soon as they come are recievedWe are sorry that your check was deposited on the same day that the cancellation was recievedWe expedited our usual refund process as soon as we were provided with the
proper documentation and mailed a check on January 13th

we mutually agreed for amount to paid to cancel a contractThis is resolved

As per Midtown's policy, receptionists are not allowed to receive or transmit messages between customers and staff, each customer must speak directly to or leave a message on the staff member's voicemail*** did not receive any messages and our receptionist did not take any to relay to ***
We simply cannot respond to communication that we never receiveAlso, we do not hold any checks on our premises, we deposit every single check that comes into our office as soon as they get thereUnfortunately, that means that the refund process can take up to four weeks while we verify that the check was indeed deposited and not returned for insufficient funds or had a stop payment placed on itWe apologize that the refund was not processed on the timeline Mrs*** would have liked, but we have policies and procedures in place that we must adhere toIf we had any of Mrs***'s property (i.ea plot plan or any other real property) we would have returned it within days, however when a check is made out to Midtown that check becomes Midtown's property and we process and refund cancelled down payments accordingly We are presently processing Mrs***'s refund and will issue it when that process is complete

sorry, for not responding quickly enough as I was travelling .I have read business responseI would like to keep the complaint open until it is resolved .I would like to restate that there was no start date given to usthey said they didn't have openings until march.I do not believe they ordered any material to start our projectMost of the materials had to be bought by us I am attaching the contract here.I understand we signed a contract but looking at customer difficulties any business would accommodate the situation.I was willing to let go $2000 advance paid in lieu of any time they spent But cannot pay any moreMy husband has lost job and still hasn't found one.Recent legal email said pay a $2,and take back the Revdex.com complaint. I agreed to pay $as I already paid $2000 and take back complaint.I haven't heard back in a weekplease keep this open until it is resolved.This is so painful to deal with this and worried about legal fees etc .Thaks***

NComplaint: ***
I am rejecting this response because:
I at no point in time stated I would not downsize the deckIn fact the evening I was finally notified of the situation with the deck was the same evening the Sales representative and I learned of the potential waiverI applied for the waiver the next dayThe response by the company is untrue.
Sincerely,
*** ***

When the customers signed the contract it was explained that we would measure and order all material after the three-day recision period in order to accommodate their requested January project startWe measured their job and processed the orders immediately following their re-measure appointment on
December 9, It was not until January 25, that the customer requested to cancel their project, eight weeks after the contract was signed and well beyond the three day recision periodPer the back of their contract, if a contract is cancelled out of recision customers are liable for up to twenty-percent of the contract to compensate for non-returnable materials and the cost of personnel who worked both in their home and in our office on their jobWe ordered materials and have several non-returnable items for their job in our warehouse, and because of that, we will not be refunding a down payment to the customers and will be holding them to the terms of the contract that they signed

That "response" was a paraphrased conversation taken via phone when a representative of the Revdex.com called meI specifically told her that I did not have the job specifics right in front of me but I knew it came down to an issue with a utility and an easementI also stated that we were working to have the deck constructed per the plan and not have to downsize the projectI do not know where the paraphrasing came from, that was not the statement that I made. There is no blame being placed on the customer from the company. We were waiting on the decision of Revdex.com to the form submitted by the customer. If it was rejected, we would have prepared a formal response to the complaint

Initial Business Response /* (1000, 5, 2015/10/06) */
Midtown home improvements has been in contact with our lumber vendor about the customers concernsHer claim is going thru the warranty processWe are following up on the status of it and will replace the lumber following their recommendations
Midtown has been in contact with the customer and assured her that it will be taken care of

This complaint was the first contact we received from Mrs *** indicating there was an issue regarding her doorAs soon as we received this complaint we sent out our door manager, just as we would have if Mrs *** contacted our office directly, assessed the issue regarding the door, and
contacted the door manufacturer to service the doorThe door will be repaired by the manufacturer as soon as they determine what the appropriate course of action is

Our company follows municipal guidelines as they trump individual subdivision guidelinesWe are permitted by local municipalities and knock doors in the area that we are permitted inWe regret that this may be an inconvenience to you, however, we are simply following the guidelines set forth by
your local municipality

Midtown has worked with Mr *** several times and is continuing to do so as this complaint was filedWe are actively working together to resolve any issues that Mr *** has brought to our attention

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,
*** ***

Our records indicate that the work we completed on ** *** *** ** was contracted in December and completed in We did not, nor have we, opened any permits for any work beyond thatThis is the first we have heard of any failed inspections or permits applied for after

Midtown has made multiple attempts to work with Mrs*** in regards to completing her deck project in an expeditious manner, unfortunately, Mrs*** has declined all of our attempts and deemed them all unacceptableBefore this latest attempt to cancel her contract, Mrs ***
attempted to cancel her contract with us for many, many other reasons; reasons that she did not mention in her initial complaintMultiple representatives have attempted to work with Mrs*** to complete her project, including spending numerous hours on her project and acquiring materials for her deckMidtown was set to begin construction when she informed us that she wished to cancel her project yet again Due to Mrs***'s unwillingness to work with us, we will not be issuing her a refund on her deposit as Midtown has already occurred multiple expenses attempting to complete Mrs***'s projectUnfortunately, because she still has chosen to cancel her project months after her recision deadline she is not entitled to a refundWe are more than willing to forge ahead and complete her deck project, however, no refunds will be issued

Issue resolvedThank you

*** *** is by definition not a pushy salesmanIn fact, he has over years in the home improvement industry without a single complaintWith that being said, *** is required to inform each and every customer that they are being financed through ***, one of the largest home improvement
financing companies in the United StatesAfter a customer agrees to financing, our representative calls *** at 1-*** to start the finance processDuring the finance process, the customer talks to a representative at *** directly where the representative verifies the customer's name, all terms of the financing, and verifies that the customer would like financingUpon completion of the financing process, and before materials are ordered, deposit checks are deposited with our bank and a Midtown representative calls to schedule a re-measureInstallation is not done within days of a contract as we have to special order all windows for every jobThe reason Mrs*** was contacted by a Midtown representative to schedule a re-measure after the notice of cancellation was simply because the accounting department was in the process of cancelling the job in our system and the window department was not yet aware of the cancellationMr***'s job has been cancelled in our system and she will no long be contacted in regards to her window project. Mrs ***, we are sorry that we will not be working together on your remodeling project and wish you well in your search for a contractor To contact *** directly with questions regarding how they secure your personal information please go to www.***usa.com or call them at 1-***

In the original contract that Mr and Mrs [redacted] signed with Midtown it stated that there was no electrical work to be completed by Midtown during the duration of their job. When the problem arose with the garbage disposal our service tech came out and rectified the issue by installing a designated...

outlet for the garbage disposal which was not there due to the age of the home. We did not work on any GFCI outlets or power to the dishwasher. When we were informed that there was an issue with the fifteen-year-old dishwasher going out we offered a $400 reimbursement and a qualified service technician to come install the dishwasher, which Mrs. [redacted] refused. We feel that our offer of $400 plus installation was more than fair for a fifteen-year-old dishwasher and will not be offering anything farther.

[redacted] is a prior customer of ours.  We have refunded the $100 deposit electronically.  She did not cancel the job within the three day rescinding period.  The payments have stopped before moving forward with the fence.  We are looking to [redacted] (their bank) to see if...

the job can move forward.

As Mr. [redacted] was told this morning when he came in to our office, our owner that signs checks would be in later in the morning to sign his check and it would be ready after 11am. His check was signed as promised and is ready to be picked up, as of 11:00am this morning, March 3, 2017.