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National Home Improvement of Virginia, Inc.

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Reviews National Home Improvement of Virginia, Inc.

National Home Improvement of Virginia, Inc. Reviews (23)

*** ***
I apologize for the delay and poor communicationI realize several other customers have experienced the similar poor service issues, subsequently I fired my office managerI saw you on her schedule for this week but the weather has pushed projects backI am placing
you on next weeks schedule in the same order you wereI will be creating our stain schedule today for the week and will email you so you will have a better idea of when to expect usAgain, I am sorry for the poor communicationHappy decking,
Steve

This last Email was sent to the customer and addressed his concerns
background-">*** ***,
Thank you for your extensive, detailed notesI apologize for you experience with the technicianThere is no excuse for you not getting a phone call, there is no excuse for him not showing up the day he was supposed toYour observations and experiences have been taken to heart.
I am generally very prompt in responding to customer email concerns, which is rare that I get themTo be honest, I was not sure how to respond to your complaint for two reasons.
We have very little notes and no complaints from you or in our system (phone records) of your experience up until the stain technician did not show to your home on the day he was supposed toAs a side, While he does great work this, terrible communication is a grave issueThere is no excuse and it undermines the work that the office does in setting up the jobs as well as makes the company look inconsiderate and irresponsible.Then to see your dof detailed dissatisfaction from the outset, lead me to believe, you were planning to nit pick the entire job in order to get a discount in the endHad we known of your dissatisfaction from the beginning we could have addressed it from the outset, but we didn't have that opportunityIn addition you were not charged for the stain on the front deckAfter your first call of complaint that the job was not done over the weekend and that the technician "missed" the front deck, the technician showed up the next day and did that work which was not included on your invoice for FREEErika shared with me your email that stated if we do not give you $then you will post negative online reviewsWe do want to make you happy, and would have done so by doing free work which value exceeds the $Honestly, your threat came across as an extortion attemptI don't know you personally, so my thoughts are not meant to be personal only to share how I perceived themI know companies do "pay offs" especially with *** ***, we do notNever the less, I am truly sorry for the aggravation and inconvenience we caused you and I do appreciate your detailed note so I am willing to take $off of your bill and put in our system for a FREE maintenance wash next season
Respectfully,
Steve

I would like the following to be done to correct the issue of the job that I hired MrC*** company to do.
Apply coat of solid stain ( $150)
Please contact me as soon as possible to inform me when this can be completed as the weather is a factor in staining the deck.
I understand that there are certain weather conditions (i.etemperature, rain, etc.) that do not permit stain or work to be done on decks and this may delay the work being done. I would still like someone in your company to contact me regarding this matter.
I can be reached at *** ** ***
*** ***
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.
Regards,
*** ***

Thank you for the opportunity to resolve this matter. 
There are many factors that affect the durability of a deck stain. The age of the wood, type of wood used, the amounts of sun or shade the deck receives, how the deck is used, types of treatments that have been previously...

applied, the maintenance and upkeep a customer does to a deck and the weather. In spite all of these natural issues, out of our control, my company offers a prorated warranty of 36 months. In order to maintain this warranty a customer must annually have the deck professionally cleaned to remove mold and algae that will eat into the stain finish. Then we will reapply a stain to the deck at the following rate. First year a customer pays 33% of the cost of the staining work, the second year they pay 66% the cost of the staining work the third year 100%. 
This information on all of our literature, all of our emails, we mail reminder cards with our warranty. It is very clear what we will do. 
There is a lengthy exchange between [redacted] and representatives from my office. It has been two years since this work has been done originally. [redacted] did not have the deck professionally washed last year to our knowledge which has allowed mold and algae to eat into the surface of the stain. In spite, this violation of our warranty agreement we were still willing to do the work again for 66% of the regular cost. 34% off regular pricing. 
Either he did not understand our offer, or was unwilling to accept it. Our offer and warranty is very fair as no one else in our industry in the northern virginia area will offer such a deal. I am hopeful that my writing brings a resolution to the matter either that [redacted] gets his deck cleaned and protected at a 34% discount or understands that by not keeping up on the annual maintenance that his warranty is void.
Thank you again for your help in resolving this matter.
Respectfully,
Steve C[redacted]

[redacted]
Thank you for the opportunity to resolve [redacted] concerns.
We offer a 3 year prorated warranty on our stains because every deck is different, they are different ages, different amounts of previous care, different types of wood and quality of wood,...

they receive different amounts of sun and shade, different amounts of wear some have previous treatments and stain, others do not. Each of these factors and others play a huge factor in how a stain will last on a deck.
Our warranty policy is made clear to every customer prior to work commenciing and is reminded to them annually:
1. They need an annual deck wash to remove mold and algae growth from eating into a deck stain
2.  First Year-If customer wants a recoat for what ever reason, the first year they pay 33% of deck stain cost
      Second Year- they pay 66% of the cost of the stain
      Third year- they pay for the entire service again
92% of our customers are very happy with stain appearance and durability. The remaining people either dont want to pay for annual maintenance or didnt read prorated before warranty.
Our warranty is very honest, it is no hassle and straight forward. We honor this warranty with [redacted], he doesnt like the answer, he doesnt want to pay for our service at all, which isnt reasonable, he was pleased with our application over a year ago.  The assessor that came out to his house did not know the backgroud on his job, the office did and gave him his prorated rate. [redacted] kept calling and harrassing my office staff and so the manager decided we couldnt do the work. I stand behind our warranty and the technician who did excellent work for my company for 8 years and has since left to start his own business.
I stand behind our warrenty and offer the same deal to [redacted] again, my only request is that he treats my staff with the same respect he would want himself. Thank you again for the opportunity.
Happy decking,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: the business does poor work and expects you to pay to fix it, at a discount or not.
This will be my last comment in this forum, the next will be from my consumer advocate. I dont think Mr C[redacted] understands the correct definition of the word "slanderous", snd my reporting his company's exact actions certainly isn't it. I will make sure his company doesnt have the chance to rip off any more people in this jurisdiction. I ask the Revdex.com to do the same. 
Regards,
[redacted]

From: Steve C[redacted] <[redacted]@washmydeck.com>Date: Wed, May 13, 2015 at 2:30 PMSubject: Re: complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>Hi [redacted],I am a response to the above complaint from [redacted]: We were hired by the customer last...

fall to wash and stain their deck. Last fall we washed it but the weather got unexpectedly cold so we were unable to stain the deck until early spring. His deck is partial wood and partial composite. The customer insisted that we come out on a particular day so we arrived, we prepared the deck and stained it to the customers color specifications. While staining the deck,it started to drizzle, the drizzle turned to rain for a few days then it snowed. The tape and paper was left on the deck as we were anticipating better weather to finish. Because the better weather didn't come in a reasonable time the tape stuck to the deck leaving a residue. Further, the customer did not like the color he selected. Since receiving correspondence from you we have, at our own expense, restained the deck with a darker color. The tech missed a post and needs to go out to touch this up. Once this is done we need to go out and remove the sticky mastic on the deck. I regret the time this has taken to be completed, we should have trusted and followed our own processes and procedure as we would not have stained the deck the first day and would have avoided many of the subsequent problems. Currently we are actively working around the weather to finish this project. Please let me know if you have any questions.Respectfully,Steve

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because it is absolute nonsense. The response is beyond incomplete, it is a lie.  They didnt even inspect the deck, despite having claimed to do so multiple times. They lied at one point and claimed they inspected it, but I have a 2nd floor deck inside of a locked gated fence, so they physically could not inspect it without my letting them in. So this claim og algae or mold or whatnot is just something they made up.
Additionally, and I told them this several times but they would rather ignore it and keep using their same blanket reaponse paragraph, I NEVER had a chance to have it washed or cleaned at the one year mark because, again and please note this, they stain was already gone well befofe the one year mark. It was already gone. There was nothing tl wash/clean.  
Providing an awful service and then then asking me to pay for it AGAIN, discounted or not, in insane. Their salesmen tell you different info about their 3 warranty then their paperwork, because nobody would agree to pay for such a bad service again after about 8 months when the stain came off. 
Mr C[redacted] can hide behind whatever he wants to, or whatever helps him feel better about his business. But they are lying about algae or mold or whatever.  I caught his company in numerous lies about inspecting the deck, and all they would  do is waffle on the phone and only then agree to come out and look at it.  Its as if they dont want to deal with anu actual issues regarding quality ot worksmanship. They'll just cut and paste that same paragraph he just pasted there.  Its borderline deceptive business practices and I may take them to small claims if I have to. I feel so ripped off.
Regards,
[redacted]

Would never use this company again! My deck is now discolored and I will have to hire another company to fix their mess. Their solution was for me to spend another $700 to apply a stain to fix their work.

Revdex.com:
  I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I do wish to have it on record that the resolution cited, having a gallon of stain delivered to me so that I can finish the job myself, in no way means that I endorse the shoddy workmanship of this company.  I just want them and this to go away.  Thank you for your help in this matter.  Even after I sent them pictures of their work, they would not return my calls.  I am sure if you had not interceded on my behalf, this never would have been resolved.  Thanks again!  
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  I do not want a free maintenance wash in the future from this company.   My experience was one that I do not want to relive so I will not be using this company for years to come.    The customer service problems still continue a month after the work was completed so I haven't seen any improvement in this area.     I'd rather just have the remainder of the amount requested (100.00) in [redacted] gift cards because I have been final billed from the company already.
Mr. C[redacted],
You said "I am generally very prompt in responding to customer email concerns, which is rare that I get them".  How do you rationalize not contacting me in the last 37 days?   The only response I have received from you prior to the complaint to the Revdex.com was on 08/21/2014 in which you said you were out of the office and would discuss my document with Beth and contact me.      You said it best "...terrible communication is a grave issue.  There is no excuse and it undermines the work that the office does in setting up the jobs as well as makes the company look inconsiderate and irresponsible".   The terrible communication is at all levels in your company, including yourself.I cannot believe that you have so few notes regarding my complaints.    I have documented my experience so you see how many times I have called the company.    I was told numerous times the work would be completed and it wasn't.   I had to wait 3 weeks when the e-mail it would be 3 days.    I was told on 2 different weekends the work would be completed - one of them was the worker wasn't told, the second time the worker just didn't show up.    You said in your response "Had we known of your dissatisfaction from the beginning we could have addressed it from the outset, but we didn't have that opportunity", so calling the company a week after the 3 day e-mail would have started the first part of my dissatisfaction.      You should have known I was in que as long as I was and you should have known from my numerous contacts with Beth and Erika  that I was dissatisfied with the service being given.      My experience was documented because it was so unbelievably poor.  It was not to nitpick as you call it.   It was not to get a discount in the end.    I was expecting the job to be performed in a timely manner and smoothly and pay the amount on the invoice.    In case you have forgotten, I was referred to you company from my neighbor so I was expecting the same experience she had
"In addition you were not charged for the stain on the front deck. After your first call of complaint that the job was not done over the weekend and that the technician "missed" the front deck, the technician showed up the next day and did that work which was not included on your invoice for FREE"    I would like to respond I was having your company take care of the ENTIRE exterior of my house - pressure washing townhouse, fence, front and back steps, front landing, and deck then then to sand and stain the fence, front and back steps, front landing, and deck.    When the work was initially done, only the back was taken care of.  The entire front portion was missed - IT WAS LEFT OFF THE WORK ORDER so to say it was done for free is not the truth.    If I had been called and asked if there was something that could have been done for free, I would have had the front storage box pressure washed as it was the only thing that I did not have done.As far as the claim you made of extortion, it comes across as disrespectful and unprofessional.   My e-mail to Beth on 08/16/2014 came after Greg didn't show up on Saturday 8/16/14 because he didn't show up at all at my house to take care of the work - I was to be the 1st job of the day.   To quote a portion of the e-mail "As the office manager, I need to you to fix these communication issues in the company because this is a VERY HORRIBLE EXPERIENCE and will be shared on [redacted]"  My experience was posted on [redacted] to warn other of my experience and to proceed with caution before contacting your company.    There was no possibility your company was going to be receiving a good review from me!   In the same 8/16/14 e-mail in a new paragraph (meaning a different thought) I said, "As a customer, I would like to have a $200.00 discount on the remaining balance as a courtesy for the aggravation endured.  After all I have been in que since July 29th so this 3 day window has been a 3 week window".     The request was made based on poor customer service and failing to meet the Value Guarantee promise on your website.    In fact, the company response on my review on [redacted] even confirmed there were known issues: "Some of his issues were spot on with issues we have been working through...."     I ended up closing my [redacted] complaint because I didn't want the chance to have my review removed should a response be received to the complain.    I do know your company was listed in the [redacted] Penalty box on 09/19/14 for several days for not responding to other people's complaints.    I have made numerous e-mail attempts since the work was completed to discuss my experience with you directly.    You simply do not respond to these requests.  The biggest flaw in your company is the communication.   If you can fix the communication issues, you will made tremendous improvements in other's experience.   I will admit the finished product does look great.  Unfortunately, the experience to get to the finished product needs lots of work.  
Regards,
[redacted]

Thank you for the opportunity to respond to this
complaint. I have been aware of the situation and visited her deck within days
of the deck staining and helped my...

staff trouble shoot [redacted] concerns
to provide a solution she would be happy with.
We do our best to educate and provide our
customers with all their options so they can make the best decisions to fit
their needs and budget.
We are limited to a few options in what we can
do to a deck: 
We can strip it to remove any previous semi
transparent stains, 
we can wash it- to remove mold and mildew and
dirt, 
sand- smooth out the wood remove old dead wood
and leave a better lasting finish, 
apply a seal clear will show all imperfections
and color it lasts for a year, 
apply a semi transparent stain- has a color but
will show some imperfections through the stain as it is meant to see the grain
of wood and a 
solid stain covers all imperfects acts like a
solid paint for the deck.
Replace rotten, warped damaged deck boards
We offer all of these services
As I said, I went to her home days after the
staining was completed. There were lighter areas and darker areas as the
previous stain was showing through the freshly applied semi transparent stain.
While we did sand the deck which makes the deck smoother, the only way to
remove pre existing stain is to strip the deck. Stripping was not ordered by
the customer. The only way to cover previous applied stain is by applying a
solid deck paint (stain).
The stain she selected, is a semi transparent
penetrating stain. We cannot apply more stain on top of freshly applied stain
as it will have no where to go and will puddle on the deck surface. I offered
to return at no charge and apply another coat of stain after a few months once
the stain has penetrated the wood. This would darken the stain we applied and
be less of a contrast. 
Her issue with that was that she did not like
the color and did not want to spend extra money, however she said she would
have had us apply a solid color stain had she been given that option. Then, I
offered another solution which was to apply a solid color after a few months to
the deck, then she could select the color of her choice. We would not charge
her to do the work all over again (which is what it would take) but only the
difference between the semi transparent stain (which she paid) and the solid
stain $150.  I offered that but she was unwilling to pay the
difference. 
The job as we were hired to do was started and
completed over 6 months ago, but we have not been given the direction from the
customer what she would like us to do? She has three options:
Do nothing
Apply another coat of semi transparent stain
(free)
Redo all the work previously done and Apply coat
of solid stain ( $150)
I hope this helps to answer questions and
resolve the matter.
Thank you.
Steve C[redacted]

---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Mon, Sep 8, 2014 at 10:21 AMSubject: Re: Revdex.com complaintTo: Steve C[redacted] <[email protected]>Cc: [redacted]>
[redacted],
 
Thank you for providing all of the requested documents and explanation.  After careful review I have changed the closure to reflect your offer of resolution which was consistent with your posted guaranty/warranty; this case will no longer preclude your business from accreditation.  I have copied Frank Willy on this email as I understand your request to become an accredited business again is what prompted this review.  
 
Should you have any further questions regarding this matter please feel free to contact me.
 
Best,
On Tue, Aug 26, 2014 at 4:50 PM, Steve C[redacted] <[email protected]> wrote:
[redacted],
 
Please see attached documents you requested, and please let me know if you have any additional questions, thank you for your help.

 



Deck Restoration GuruSTEVE C[redacted]Founder
[redacted]


____________________________________


POBOX738|Bristow,Virginia20136



website|vCard|email



 
"Many things in business are negotiable, SERVICE is not one of them"
---------- Forwarded message ----------
From: Steve C[redacted] <[email protected]>
Date: Tue, Aug 26, 2014 at 3:27 PM
Subject: Revdex.com complaint
To: Steve C[redacted] <[email protected]>
[redacted],I am in receipt of your concerns regarding the "unresolved" complaint herewith.  Please provide me the warranty information presented to the consumer, invoices previously provided to the consumer, and an explanation as why the consumer states that yearly maintenance was not necessary due to the fact that there was not a complete year between the first application and the second application, or the second application and the filing of this complaint.After review of the above items I will re-consider the "unresolved" closure.Thank you,[redacted] Operations Director

From: Steve C[redacted] <[redacted]@washmydeck.com>Date: Thu, Nov 5, 2015 at 3:52 PMSubject: [redacted] compaintTo: [redacted] <[redacted]@myRevdex.com.org>[redacted], Thank you for your note from Mr. [redacted]. I regret we did not see it until your fax today. I...

according to our records, **. [redacted] was upset that his deck stain was taking to long. That wasn't the case, we had been in regular communication with him. His work was completed In late august/ early September. We agreed that we would discount him an amount from his final amount due. Again I'm sorry we did not receive your notice until today, please let me know if I can be of more assistance.Respectfully    Deck Restoration Guru  STEVE C[redacted]  Founder  [redacted]

Review: I bought an [redacted] Deal for deck washing and sealing service to be performed by Elite Pressure Cleaning in July 2012. After three months of my continued contact with them via phone and email, which included Elite failing to show for scheduled service and complete loss of all records of my order, estimate, and missed appointments, they performed the wash in October 2012. The fact that the wash, and only the wash, was performed then was confirmed by the owner, [redacted]. He indicated several times that they would return to seal the deck. By December 2012, they had not returned to complete the job and **. [redacted] had changed his story and said that they had in fact done the sealing. He could not tell me when this was done, the furniture had never been moved from it's temporary location they put it in October, and there was no note or other indication that the sealing had ever been done. I filed a complaint for non-deievery of services with [redacted] who indicated that I could not use their formal complaint service because it was a "Big Deal," but could, and did, refund my purchase, notifying Elite of this. This refund and n ossification was on December 17, 2012.

On January 3, 2013, I came home to find a preprinted notice on my front door indicating that Elite had been there and provided service (the exact nature of the service was not indicated; it was a standard notice). For the first time since October, the furniture was moved on my deck. I immediately notified [redacted] that Elite had performed unauthorized service.

Since February 2013, Elite has sent me notifications from collection agencies and the agency Rapid Recovery indicates that Elite is now taking me to court.

I am continuing to work with [redacted] this time through their formal complaint service because their policy about complaints about Big Deal services has been changed, but Elite is not responding to them, or to an email I sent on 11/11/13.Desired Settlement: I ask that Elite stop hounding me with collection calls and letters, that they notify any credit bureaus of their false clai**, and send me copies of the letters.

Business

Response:

To whom it may concern,

Thank you for the opportunity to respond to this complaint. Services were rendered at **. [redacted]'s home last year. She has been working with Angie's List. We have agreed to a settlement with [redacted] and **. [redacted] but have yet received payment. Collection proceedings will not terminate until we receive the agreed payment from the customer per our settlement. Please let me know if you have any further questions.

Respectfully,

Review: This company was sought for services last year for our home for deck cleaning. The day the service was to be completed, the individual showed up for less than 15 min, made more of a mess, and departed, we were then billed for services. We in turn had to retain other services to complete the job. I spoke numerous times with the office and asked for the lack of service and expressed we were not satisfied and asked for resolution. I further spoke with the owner and his statement was that either we needed to pay or he would send for collections. We continue to receive collection notices for this service that was not completed. I have even asked for validation of services and have never received. On their website, it is stated 100% customer satisfaction - 100% Satisfaction Guaranteed - e pride ourselves on our professional service and value. We will do whatever it takes to deliver the value you expect-to your satisfaction. - We will make you fall in love with your deck …..All Over Again! We guarantee it. (http://www.washmydeck.com/about-us/our-guarantees-to-you/) However they have not stood behind their own statementDesired Settlement: Stop contacting me and attempting to collect for services not rendered

Business

Response:

To whom it may concern,

Review: Lots of issues to be addressed left my experience extremely time consuming, and beyond frustrating!

Issues that I have from my experience are:

1. This office completely fails to communicate both to their staff and to their customer. 98% of the phone calls were originated from me.

2. When it rains, they don't contact the customer on how it impacts your scheduled job. The Value Guarantee on their website (www.washmydeck.com) states "We promise to: Show up on our agreed upon day or call you if we have inclement weather." among others. I was told numerous times the work would be completed upon an agreed upon day, it wasn't.

3. Company e-mail received July 29th stated the work would be completed in 3 days. The e-mail said "You will be contacted by our technician in the morning on the day you will be serviced to let you know which stop you are on their route" I was never contacted - I had to call the office for a status. The work was completed 23 days later, yes 3 weeks and 2 days later!!

4. Employees don't seem to be held accountable. Work was to be completed on August 17th at 9am. I left 4 voice-mail messages to find out why the employee never showed up OR answer the phone. The work took place on August 19th. The employee had to come back the next day because a portion of the scheduled work had been left off the invoice.

5. The company has a 100% Satisfaction guarantee. "We pride ourselves on our professional service and value. We will do whatever it takes to deliver the value you expect-to your satisfaction. We will make you fall in love with your deck …..All Over Again! We guarantee it." The service has by far been very unprofessional

Company Response to review on [redacted] stated "The part that bothered me most were that he told my office staff that if we did not give him $200 he would post a negative review...We will not compromise our values and concede to extortion tactics." They were getting a bad review no matter what! Attacking the character of the customer is extremely unprofessional! No customer should have to deal with this horrible company. Another comment from the company was "We did extra work for him at no cost to compensate for the inconvenience we caused." It is untrue, they had to return based on a disorganized office causing work to be left off of the work order so they had to return the next day. The 3rd comment in the company response was "There was no record of any concern or complaint until the work was completed, so we were unable to rectify any concerns." which is untrue. I was in contact with the company very frequently because I was told the work was to be completed numerous times resulted in numerous complaints over the last 2 weeks.

I have contacted Stephen C[redacted], Owner, and Beth M[redacted], Office Manager, several times by e-mail since Aug 17th requesting a portion taken off the remaining amount owed based on my experience. I have yet to hear from either of them as of this complaint.

Today, I discovered the company is claiming to be falsely Revdex.com Accredited, which is untrue. Website and Pamphlet both wrongly state this accreditation. I have already contacted Revdex.com regarding the use of this false accreditation earlier today.

In a nutshell, lack of customer contact, one of the promises in the Value Agreement not met, lack of employee accountability, job extremely outside of turnaround time, attacking customer, lied regarding extra work completed when they only did work noted on the invoice, and Revdex.com Accredited false representation. A very horrible experience all around!Desired Settlement: I have requested $200.00 off the balance due on the invoice based on the horrible service. They have my credit card already on file.

Business

Response:

This last Email was sent to the customer and addressed his concerns

Review: The job was not done in a satisfactory manner. A representative made an inspection of the job and agreed with me that the job was not performed correctly. The representative said that the service techs that performed the job were no longer with the company because of complaints. He said they would redo the job properly under warranty. Management later informed me that in there opinion the job was under bid originally and could not honor the warranty. They quoted me a higher price than I originally paid to redo the job. I refused to pay.Desired Settlement: I would like them to redo the job properly the second time under warranty at no additional cost to me.

Business

Response:

[redacted]

Review: They attempted to clean our deck but we were unhappy with the services. They never sent anyone out to look at our concerns so we never paid them. They turned us over to a collection agency called [redacted]. They are unethical and they are continuing to try and collect money even after I worked out a resolution with an attorney in [redacted] MD representing Elite Power. I called Elite and told them of the problem but [redacted] continues to send us noticesDesired Settlement: Just leave me alone and go on with your sorry businesses

Business

Response:

To whom it may concern,

Thank you for the opportunity to respond to this complaint. The customer was sent to collections for non payment of pressure washing services my company rendered. The customer paid the collection attorney, the attorney never communicated to us that they received payment, therefore the outside collections company kept trying to collect. Once the customer brought it to our attention and provided evidence that the account was paid we spoke with out outside collections company and they ceased attempting to collect. The customer has a zero balance and is in good standing. Please let me know if you have any additional concerns or comments. Thank you again.

Respectfully,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I have asked to have [redacted] call me three times and he still has not attempted to call me. I feel it is important for him to hear my side as to why we did not pay. This is another example of their poor customer service.

Regards,

Review: Man! This company [redacted]!!!!

The Name is Elite Pressure Cleaning and the website is Washmydeck.com ....confusing!

So not to mention the many many scheduling errors on their part and no shows and showing up weeks later. After which I called twice and left voice mails to never get a call back. Calling a third time I reached [redacted] and she informed me that she was the only one in the office and that she had been out sick with a stomach bug or something but that she had never gotten my voice mails but that she would get right on it and send us a bill. Fast forward 4 months later, I get an e-mail saying that if we don't pay our bill within 48 hours it will be sent to collections. Keep in mind we haven't heard from them in 4 months. So, I call and she mentions that it was fine and that she would mail me the invoice. LIE! So I get the letter from the collections company before I get the invoice. NO KIDDING! So then...I call my dear friend "[redacted] back and ask her to explain how I never even got the 48 hours notice stated in the e-mail. And let me quote my dear friend, [redacted], "Let me explain, so I faxed the list over to collections and then realized I never sent the e-mail. The e-mails were supposed to go out 48 hours before I sent them over to collections but then there was a computer glitch and the e-mails never went out. When I spoke to you, I called the collections company and told them not to contact you and to wait because I spoke to you."

Did I mention all of this happened on December 20th? Clearly they are scrambling to collect their money for the year but let's just suggest they send their invoices out at the time of work completion. Just saying!

Absolutely RIDICULOUS!Desired Settlement: to correct their error with the collection company and an apology.

Business

Response:

**. [redacted],

Thank you for your business. We are in receipt a complaint you filed with the Revdex.com. I apologize for the hassle and frustration we caused you. In our 20 years we have tried to put procedures in place to collect payment for services rendered and additional procedures to ensure that customers are not sent to collections unless they belong there. I regret, our procedures failed. I was unaware of your grievance until it was brought to my attention through the Revdex.com. Had I known sooner, I would have resolved the matter before it escalated.

In addition to my apology I hope you accept a FREE Home Exterior Wash ($299) value. In the future, should you elect to use our service, please contact me directly at [redacted] to ensure you receive the exceptional service you deserve.

Respectfully,

Owner/ Deck Restoration Guru

Washmydeck.com

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Description: Pressure Washing, Deck Cleaning & Sealing

Address: 8992 Mike Garcia Dr, Manassas, Virginia, United States, 20109

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