Milwaukee Home Improvement Specialists, Inc.

In answer to second complaint, I keep all of our schedules and daily activities in a calander book, very detailed at times, and I have notebooks of all of the phone calls that come in daily , going back about years I tried to give a detailed account of what happened to the best of my knowledge. I would have never went back to her house times for the same complaint if I had not seen a problem, and if we had seen an issue, we would have taken the time to resolve the issue, so we would not have to keep coming back .I did exactly what I said before, we went out one time, after which I told her over the phone that if she was not happy with the strips to call the company for replacementsIt is true that I never called her back after the call to say the parts were in, at that time it didn't require a phone call because she said that she would put the parts outside for when we could come out.to swap themShe left another downgrading , disrespectful, message about us ignoring her and threatening actions against usThat is when I did not respond to her calls anymore I have no idea what she is referring to about the store not believing her at first, I'm not sure what it was she is commenting about. I do know, that the store called me over the 4th of Julyweekend and asked I call them back, and I waited until after Tuesday the holiday to call them back, and before she even realized that I had talked to them, she left another message saying that I better call them back, and that she would not stop there. I talked to the manager, He is neutral , it would be unprofessional of him to take sides unless he witnessed everything, It would be ^ a she said, she said type of thing ^ , He wanted my side of the storyWhich I gave him I believe that's its possible he could have said that he would ^do exactly what she was doing ^ , but again that's a very open ended comment, and could have been a response to any number of statements that do not necessarily mean that we are wrong in our thinking,, It is not clear to me what that was about. We did finish the job on 1/14/Started and finished. months later she called on 5/13/about the strips coming loose.. We have been purchasing tools for over years and update frequently, We have proper tools to do the jobWe had intended to come back out to replace them, even though I don't believe it was our responsibility, But I never gave her any indication or said anything to the effect that we would not come out to help her with this issue, in fact I suggested to her to call the company for replacementsAs I said before We treated her with respect and did everything we knew to complete ordering, delivery, installing, removing the existing itemsWe obviously put a lot of time and gas expenses in doing all of the other things that I mentioned in my answer to the original complaint, that originally should not have even been our concernBut we try to help all of our customers the sameShe knew that we are a small company, We have installer, my husband, we don't have crews that can be everywhere at onceAfter the first time she complained about us not getting out there overnight I thought she understood that it may take a few days for us to get out by her , but apparently not, as I said it was not an emergency, had it been, it is not uncommon for my husband to run out at night if someone has , say a water leak, or sump pump issue when its storming, or a garage door stuck open, etc I expect to be treated with the same respect we give our customersIt is not uncommon that we could take up to a week to even go give an estimate or a couple months to do an accepted job, especially in the spring and summer months. I did not expect her to wait months or even weeks for us, that is not what I am sayingI don't want anything like this to ever happen, and always want a good outcome, I'm not saying either that we have never had a disagreement with a customer or butt heads a little, But we always try to resolve the problemA little patience would have went along wayI did say we don't warranty products, but we will make an effort to fix something that is poor quality or broken even though we don't have to, its just good businessWe can offer to come out and replace these strips as we did in the first place, and maybe setting up a date would have been the right way to handle this, but that is not what transpired and it all went so quickly that it got out of handSo that is still what I am offering, it will literally take about - minutes to replace them once we have arrivedI will attempt to e-mail her and as long as we treat each other with the respect, that we both deserve, then I believe this can be resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Bonnie BolanMilwaukee Home Improvements say many things that are wrong. They were here 3 times and each time Lisa said there was no buckling of the screw covers! They buckle everyday because they did not cut them to fit. Lisa was the one who told me to reorder the parts and call her when I received them. When I made that call that is when they never called again. I complained to Menards and at first I felt they did not believe me. Lisa did answer their call. Menards called me back and he then said he would be doing exactly what I am doing! I feel they should pay me back $100. I understand about the not guaranty but they did not complete the job with the proper equipment. The job was not complete as she claims. Never heard from them once the proper parts came

This is in response to complaint   # [redacted].  From:  Milwaukee Home Improvement. In response to the accusation that we did not finish the job, And she said she waited months for a return phone calls,  We believe that we did the job that we were contracted to do, and...

completed numerous other things that were not our responsibility to complete and in turn were not compensated for.   We went above and beyond and I feel taken advantage of, and I feel that after listening to several harassing and threatening messages on our answering machine that I don't think I should be expected to help out any more..We met the woman towards the end of 2016, when she called us looking for someone to put a storm door and side light storm window in her condo. We went to her home, looked at the job, and gave her a quote of $180.00.   $120.00 on the storm door, $40.00 on the storm window, and  $20.00  for pick up and disposal. She agreed and then a few weeks later called to say they were in. We scheduled install on 11/7/2016,but when we arrived at the store both items were the wrong size. We checked the order our self and they had been ordered wrong. We called the customer to let her know we could not do the install and what had happened and that she would have to come in and resolve the issue and reorder the correct sizes. She was extremely mad and immediately started blaming the people at the store for the mistakes, she really  She asked us to come out to the house to re measure the items again before reordering, we did that and then she was confused about the sizes, so we went back  to the store again and had the people there write up a new order with her products and the proper sizes, they would have it in the computer for her to come in and reorder, I called to tell her that it was done and I mentioned that there was a price difference because of the new sizes, she immediately got so angry again, and told me that she would not pay another dime for anything on this order, that it was not her fault, it was the stores fault and they had better take care of this.....I remember telling her that I had no idea what they were going to do but she just needed to go in and get the items reordered, I myself don't know what was going to happen because this was a special order and those are all sales final, they are not returnable, they go over the sizes and everything with the customer and even have her initial the order to show that it was correct before they pay for it.  We found out later that she caused a big uproar about everything and blaming everyone else, took no responsibility on the measurements. Of course they took the loss on the original merchandise , gave her the sales prices and didn't charge any difference on the items.  Time went by and we thought that the items should be in and we checked on them, they were in and we picked them up, we called the customer because we wanted to get the handle and assemble the door and install the handle to save time on the job, she told us that she didn't have it, that she didn't take it with her when she bought it on the first order an that it never did go to the second order because everyone thought she took it with her. So she told us that she would leave all her receipts in an envelope on her door, and we could go into the store and deal with this issue, and so we did,  again to her house picked up her receipts, went to the store, explained the situation and they ended up giving us the handle, On 1/10/17,  We then took her paperwork back to her house. She was now so angry that they hadn't called her that her order was in and she told me that "They were going to hear about this", they should have called and she wasn't going to put up with this.  (they don't call about these orders, they e-mail people). We ended up installing the items on 1/14/2017, on a Saturday, so we did not have to take another day during the work week  for this job  as the first install didn't happen when it should have. and she also didn't have to take the day off for this, We finished the install and again she was very happy with everything,   It went well, she looked it over and she was happy. We thought that all of this was finally done.....But 4 months later she called on 5/13/2017,left a message stating  that the strips that cover the screws on the channels of the storm window were loose and she was afraid they would blow away. These strips are a cosmetic feature that just makes a more finished look, they are not vital for any function. I couldn't imagine them coming loose, as they fit snugly, but I returned her call a couple days later and told her that we would come out and take a look, see what we could do, when we were in the neighborhood. We had been working way across town and I knew it would be a few days. A couple days later on 5/17/2017, she left another message about a screw on the bottom of the storm door, that it was hanging out. So I made a mental note and planned on going there after this job the following week, I had to go out of town for the weekend Saturday the 20th thru Monday the 22nd  for some treatment from a doctor in another city, I returned on Tuesday the 23rd and listened to my messages, She had called on Monday  5/22/2017 and left a really nasty message that we had better get over there and finish this job, she had paid us all this money and We had better  get there that she wasn't going to put up with this  and that I was ignoring her and I better do something about this... I was angry, and very upset, I called her back immediately even though I had  many  many  other calls to deal with, so when I talked to her I told her we had intended on getting out there that week, had to explain myself to her, told her we would be out in the next couple days.. This hadn't even been a week, and she was being unreasonable. this was not an emergency and she knew we were on a job on the other side of town, I don't think it was necessary for her to talk that way and to threaten me. So we went out on 5/24/2017. We put a new screw in the bottom of the door sweep, and we looked at the these strips, they were tight, there was absolutely nothing wrong with them. I tried pulling them out  and they would not budge. We left. A few days ;later she called me and she sounded happy, she said she saw that we had been there, She was in a good mood,  talking nice. I told her we replaced the screw its threads were not allowing it to go all the way in, then I told her about the strips, that we found nothing wrong and we tried to pull them out and they still didn't budge, She sounded surprised, but laughed and compared it to that old statement about when your car is making a noise and when you take it to the mechanic it stops making noise.  well,   I don't understand any of this  she said it was loose when we got there, we found nothing wrong, but yet she's acting like she thought we fixed it, at this point I don't know what to do anymore, but I did tell her that if she really thinks there is an issue with these strips that she should call the company and have then ship her some new ones, I told her I was sure they would send them for free,  She seemed happy with my advice. She told me she would let me know what happened. Well she called the next day I believe 6/5/2017, and told me they were sending them to her.  She left a message on 6/8/2017, that they were there, and she would put them outside for when we could come by, and again we were busy, in the middle of another job no where near her house, and on  6/13/2017  she left another message about how horrible of people that we are, and mentioned about all this money that she paid us and we were not finishing her job, and we better get over there, this call was extremely downgrading to us and very rude, she went on for almost 2 minutes using all of my answering machine tape.  I was shocked, I had always done everything I could to make everything run as smooth as possible, since the beginning,   I felt used and hurt, I don't think I deserved to be talked to like this. We have been in business for 28 years and 26 of that has been all word of mouth, not even a name on our truck, no advertising, and we get constant repeat customers and we didn't get that by treating people rude , We have always went out of our way to make our customers happy,  the last 2 years we were asked to put our name in for installing at the store that she bought her items from. but any ways, I was angry and she left long nasty messages on our machine on 6/17 and 6/23 again, each one threatening different actions, She went into the store and complained to management about us, the manager even showed her how to install those plastic strips. Then she called shortly after 7/4 and threatened us with the Revdex.com, and  here we are. She called again on 7/25 a couple days ago and stated that she had made a mistake on her complaint and wanted $70.00 back not $170.00 and she said that we are evil , and she said that what comes around goes around and we will get ours, she said if we don't answer the  Revdex.com in a positive manner  she is  planning on taking us to small claims court and that she will sue us for aggravation and loss work and it will be a lot more then $70.00, and she said she could not believe we could do this to her... I am very sorry that this ended this way ,and,   after 28 years in  business,,this is the first complaint,  but I guess you can't please everyone, and we did our best, She had told me more then once she was happy with the install.   I have feelings,  and don't believe I should have been talked to the way she has done on numerous messages. .  I now believe that we did finish the job, and much more. We cant warranty these products, we didn't pick them out, purchase them, or manufacture them. we simply installed them for a  reasonable price, given everything that was involved. For 4 months there was no issue, we went back once and still found no issue. We did more then we had to do, we made 9 trips to her home, and to the store resolving things, measuring, installing. I believe that she would have kept calling us forever if she was not happy with the quality of these items, to fix or replace parts. This is not right, We do a lot to please people but when they speak to me the way she did, I have to say enough is enough, there is nothing I can do to fix this situation. I am also sorry that this is so lengthy , but I believe that this was necessary to explain our point of view and what we went through and just what it was she expected from us because I don't even think her complaint was very clear, it was confusing and not accurate.