New Look Homes

Business Response to a Complaint
Complaint ID#:
***
Company Name:
New Look Homes
Company Contact:
*** ***
Company Phone:
###-###-####
Company Email:
***
Person Who Sent the Complaint:
*** * ***
Staff Member:
Response:
The customers complaint is that we have not been back to fix items that were on a punch out list from closingIn their complaint they referred to a granite countertop that had a crack in itI did come to their home on 6-3-with my granite contractor to look at the countertopMy contractor told me that it could be repaired and we explained to the customer that they would be back on Monday 6-8-She texted me that morning that around 10am that they were not there yetI found out from him that they were indeed running late and they would be there around pm in which I relayed to the customerThey showed up around 1pm to fix the countertop in which the customer was not happy withMy contractor told me that he would make it right and replace it for them, which he didIt was replaced within a weekThey also complained about some painting issues in which we sent our painters out thereThey were there most of the day caulking and paintingThe customer was still not happy so we agreed to send them backThey state that walls are starting to "crack" which is not the caseThere are areas where the house has settled that the painter needs to caulk again and one place in which needs to be sanded and repaintedThe number for the electrician has been given to them to set up an appointment at their convenience to have the plugs looked atThey were also given the number to have their HVAC unit looked at and when the HVAC contractor went out there, the unit was working properlyThey called me to complain about a service call charge that was given to them by the HVAC contractor and when I called the contractor to question the charge, I was told that they had installed a new thermostat that could be ran by a smartphone and that was the cause of their issue, not the installed equipmentWe are currently working with the homeowner to get their issues resolved
Sent on: 6/22/3:42:PM
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