New York Life

Building an addition for my family was a very abrupt and difficult process, and Solore really made it SO much easierMy son was involved in a horrific car accident, and would be wheelchair bound for indefinite timeWe needed to build a room addition that could be ADA compliant and yet not make him feel like it was an actual hospital roomVeronica helped us design a really AWESOME spaceCarlos spent some time with our son to get to know his interests and tastes and really helped to build a room he could feel comfortable in and would be able to continue life as as possibleThey explained all the necessities that ADA compliant meantramps, counter-heights, things in the market that could help, etcThese people really went the extra mile for me and my familyWe enjoyed them as contractors but also as friendsThey really listened to my son's requests and made the room look better like a million bucksWe've had a number of people come in and tell us they can't even tell the room is made for someone with a disabilityTheir quality is impeccableI first was very stressed because of the timeline given, but after I saw the quality and dedication put forth, I understood whyThey had a very nice and responsible crewCarlos and Veronica were not always on site but did appoint a project manager to us that also was very nice and caring and would take our son on a daily tour around the site so he could see what was going onThe communication was always there, we really felt like we were their only clients and we knew they were running various other projects simultaneouslyOverall, I would recommend Solore to anyone I knowThey're awesome and truly take your project and situation to heart

Sent: Friday, October 16, 10:AM To: drteam Cc: *** *** Subject: ID No*** Response: We are fully aware of Mr*** ***' project and our shortcomings due to extenuating circumstances that we have been very upfront withWe have continued to stay in touch with
Mr*** and have made an initial offer for a refund as he requestedThe offer was declined by the client and we were informed that paperwork would be submitted to us from his attorney detailing the amount he was demanding to be refundedDespite previous communications informing Mr*** nothing has been received from his attorney, he insists that his attorney will be in touch soon. Although circumstances did not allow us to finish the job that we were originally contracted to doA 90% completion was reachedDespite many changes made by Mr*** along the way, we completed a large majority of the workThe main details that were not finished were due to several changes that created a huge delay on stair railings that he demandedI informed both Mr*** and his appointment manager *** *** that the railings would be back-ordered for weeks from my usual supplier, and that would have not worked for Mr*** as he was already moving in and we were trying to get the house ready for insurance inspectionThe option of using a different supplier was suggested to Mr*** but no response was given, other than all communication for work completion should be conducted through the appointment manager, Mr*** ***We informed Mr*** of the predicament, and informed him that the other stair systems were completely custom and was not what we agreed to with Mr***, so the original stair parts he wanted to be refurbished would not work and it would also take quite a few weeks to be fabricated and installed. At this point, when both Mr*** and Mr*** were adamant on installing railings that we had already said could not be provided, we decided to part ways*** *** spoke to Mr*** and Mr*** asked that we remove all our property and crew from the propertyKeys were left inside a lock box and were then contact by Mr*** that we had just left which was not the caseWe informed Mr*** and followed his request to abandon the work site which we were no longer contracted atHe also informed Carlos that he would be bringing in his own team to complete the work and we would need to reach a resolution with Mr*** ourselves as far as refunds, arbitration, etcWe have continued to try and reach a fair resolution with Mr***, and have not yet reached that. -- Veronica Del Cid General Manager / Owner Solore Builder Solutions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.]
Regards,
In
responding, I will address MsD***’s comments paragraph to paragraph. In regards to being upfront of the problems
that they were having I knew of no problems until after they quit the
project. When they initially quit I immediately
requested a refund and as usual it took several days for me to hear back from
them. So no there was no continuous
communication as to the situation. The
initial offer of refund was around $3,which I did decline. I paid them close to $80,and Ms
D*** says the work was 90% completed (which it was not) if that were indeed
the case, 10% of almost $does not equal $3,000.00. What continues to disturb me is the lack of
communication between MsD*** and MrR***. I communicated with both of them through text
and the last text I sent was the night before she posted this most recent
reply. In the text I agreed to postpone
my attorney’s involvement and try once again to resolve the issue among
ourselves. MrR*** asked me numerous times to please not cause
further damage to their business by going public with my complaint and to give
them a chance to rectify the injustice they did to me. I mentioned to MrR*** that I was
confused as to why MdD*** would leave an inaccurate response that
contradicts the agreement we had just reached the night before. He said MsD*** no longer had the cell
number that she had given me and she only was aware of what he told her. He promised he would address this with her
for her to own up to her responsibility
In regards
to the many changes MsD*** mentioned.
Yes, as a consumer purchasing a service I did make changes and sometimes
at her recommendation. At no time did
MsD*** tell me that the changes could not be made and to top it off I PAID
IN ADVANCE AND IN FULL for every change I made.
She had no problem accepting my money and asking for funds in advance of
the work being completed.
My stair railing
was based on a design that we had agreed upon at the initiation of our
contract. Along the way I say another
design and asked MsD*** if it was possible to get this design. She said she would check and get back to
me. She never got back to me on that
request. There was never a “demand” for
stairwells. How can you “demand “
someone to give you a stairwell design???
What I did say to her was the stairwells would have to be replaced as
soon as possible because my homeowners insurance was cancelled due to the
condition of the home after they totally demolished itMsD***
told me months later after I expressed my frustration on the delay of the
stairwells that they were on back order and “actually are supposed to be in
today” I would never have ordered
something that was not available at the time order. Ms D***, at the beginning of the project
projected weeks for completion. So it
makes no sense to order a product that would not be in by time of projected
completion of the project.
I enlisted
the services of Mr*** because of total frustration and dissatisfaction with
the way the project was being managed by MsD***. In my first meeting with MsD*** I let her
know that I have about 85% travels with my job so I needed to hire contractors
who could manage the project to completionShe assured me that she could do
the job. It is not until Mr***
came on board that the granite for the kitchen, the carpet for the bedroom; the
walls for the room that they took out, and the hardwood floors were installed (not
completed) Then MsD*** quit the job one week laterAs far as
what she told Mr*** regarding the stairs, I cannot comment on
that. Mr*** will be more than
happy to address his discussions with MsD*** and he has daily documentation
of their conversations and written agreements (that were promised by MsD***
and yet again not delivered)
It makes
absolutely no sense whatsoever that anyone would quit a job because someone
requesting that their destroyed staircase needs to be replaced for insurance
purposesI have numerous emails and
texts from MsD*** thanking me for being so nice and understanding throughout
this process and she even asked me to collaborate with her on some future
projects, with this being said it makes no sense the words’adamant” and “demanding”
that she is usingIn fact I asked for a
meeting with MsD*** and MrR*** and asked them to please just keep me
posted on things to manage my expectations and I would beunderstanding as
usual. I am really disappointed with the
way she is making things seem because they were not like that at all. In fact I have a message where she states she
had no argument to my statements I was the one who contacted MsD*** after
I heard from Mr*** that they said they were unable to quit the job (I
have documentation of that as well) which took her several days to respond to
that. I have worked as a corporate
executive for years and at no time if someone quits are they allowed to just
“hang around” If you quit that means that you are not working. Why would they remain on the premises?? I asked
MsD*** if she would have temporary railings installed for safety
purposes. Her company nailed about 6-
by pieces of wood on the stairs and connected them with caution tape.
I have
written documentation from MsD*** stating they had to quit the job because
they were not paid for work they had completed for another client and this left
them thousands of dollars in the hole.
What ever happened to my money that I paid her for my job? I PAID IN FULL. I orded doors from her ( including a front
door) MrR*** told me the doors were in and he just needed to get a flatbed
to bring them over. During the numerous
times when MsD*** would not return my calls or text messages or send me
directly to voicemail when I called there was one excuse after another. The first time she had food poisoning, the
second time MrR***’s father had a massive heart attack, the third time
MrR***’s brother had suddenly been killed, the fourth time she had a
doctors appointment and the doctor put her in the hospital ( this was told to
me by the “the site manager” Isreal D***, her father. After this time is when I became totally
frustrated and went to the address that was originally listed on her email as
the address of her business. When I
arrived at that address I found it was a large building that contains many
offices of businesses. I stopped by the
reception desk and was informed that they had never heard of *** *** or
MsD***. The receptionist searched
the directory numerous times to even pull up records and she could find
nothing
I left Ms
D*** a text stating I was sending a certified letter to her business and she
replied that the business address had changed.
The address she gave me is the address of a residence owned by her
fatherMsD***
said she had decided to take a leave of absence from the project. I dealt with her 95% of the time. As it currently stands I am trying to work
with MrR*** to come to a resolution to this emotionally and financially
draining experienceI have
written PROOF to verify that I am telling the TRUTH. I have dated photos to show the condition my
home. I have witness who saw the
condition of my home before, during and after.
Most of the work they did was incomplete and they showed blatant
disregard and disrespect by damaging things in and on my property, I HAVE
PICTURES OF EVERYTHING. I will keep Mr
R*** updated on my report that I will be sending to him. The last communication we had which was
October 19th I explained to him that I am submitting a VERY DETAILED
report to him so we can stop this continued back and forth and one upmanship
and blame and come to a resolution.
The fact
is, they did not do the job and they owe me a refund of the work that was not
completed and the extra costs of fixing the things that were destroyed in my
home and damage done TO my homeI have no desire to destroy anyone’s livelihood or business. I merely want to be fairly reimbursed for
what I paid for that was not delivered. I
so far have a page report with pictures and contract cross reference along
with copies of all texts and emails. Mr
R*** is aware of this and told me to “take my time” and he “appreciates my
big heart and willingness to work with them”
*** ***
***

Sent: Friday, October 16, 2015 10:41 AMTo: drteamCc: [redacted]Subject: ID No. [redacted]  ...

  Response: We are fully aware of Mr. [redacted]' project and our shortcomings due to extenuating circumstances that we have been very upfront with. We have continued to stay in touch with Mr. [redacted] and have made an initial offer for a refund as he requested. The offer was declined by the client and we were informed that paperwork would be submitted to us from his attorney detailing the amount he was demanding to be refunded. Despite previous communications informing Mr. [redacted] nothing has been received from his attorney, he insists that his attorney will be in touch soon.    Although circumstances did not allow us to finish the job that we were originally contracted to do. A 90% completion was reached. Despite many changes made by Mr. [redacted] along the way, we completed a large majority of the work. The main details that were not finished were due to several changes that created a huge delay on stair railings that he demanded. I informed both Mr. [redacted] and his appointment manager [redacted] that the railings would be back-ordered for weeks from my usual supplier, and that would have not worked for Mr. [redacted] as he was already moving in and we were trying to get the house ready for insurance inspection. The option of using a different supplier was suggested to Mr. [redacted] but no response was given, other than all communication for work completion should be conducted through the appointment manager, Mr. [redacted]. We informed Mr. [redacted] of the predicament, and informed him that the other stair systems were completely custom and was not what we agreed to with Mr. [redacted], so the original stair parts he wanted to be refurbished would not work and it would also take quite a few weeks to be fabricated and installed.    At this point, when both Mr. [redacted] and Mr. [redacted] were adamant on installing railings that we had already said could not be provided, we decided to part ways. [redacted] spoke to Mr. [redacted] and Mr. [redacted] asked that we remove all our property and crew from the property. Keys were left inside a lock box and were then contact by Mr. [redacted] that we had just left which was not the case. We informed Mr. [redacted] and followed his request to abandon the work site which we were no longer contracted at. He also informed Carlos that he would be bringing in his own team to complete the work and we would need to reach a resolution with Mr. [redacted] ourselves as far as refunds, arbitration, etc. We have continued to try and reach a fair resolution with Mr. [redacted], and have not yet reached that.        -- Veronica Del Cid General Manager / Owner  Solore Builder Solutions

Building an addition for my family was a very abrupt and difficult process, and Solore really made it SO much easier. My son was involved in a horrific car accident, and would be wheelchair bound for indefinite time. We needed to build a room addition that could be ADA compliant and yet not make him feel like it was an actual hospital room. Veronica helped us design a really AWESOME space. Carlos spent some time with our son to get to know his interests and tastes and really helped to build a room he could feel comfortable in and would be able to continue life as normal as possible. They explained all the necessities that ADA compliant meant... ramps, counter-heights, things in the market that could help, etc. These people really went the extra mile for me and my family. We enjoyed them as contractors but also as friends. They really listened to my son's requests and made the room look better like a million bucks. We've had a number of people come in and tell us they can't even tell the room is made for someone with a disability. Their quality is impeccable. I first was very stressed because of the timeline given, but after I saw the quality and dedication put forth, I understood why. They had a very nice and responsible crew. Carlos and Veronica were not always on site but did appoint a project manager to us that also was very nice and caring and would take our son on a daily tour around the site so he could see what was going on. The communication was always there, we really felt like we were their only clients and we knew they were running various other projects simultaneously. Overall, I would recommend Solore to anyone I know. They're awesome and truly take your project and situation to heart.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
In
responding, I will address Ms. D[redacted]’s comments paragraph to paragraph.  In regards to being upfront of the problems
that they were having I knew of no problems until after they quit the
project.  When they initially quit I immediately
requested a refund and as usual it took several days for me to hear back from
them.  So no there was no continuous
communication as to the situation.  The
initial offer of refund was around $3,000.00 which I did decline.  I paid them close to $80,000.00 and Ms.
D[redacted] says the work was 90% completed (which it was not) if that were indeed
the case, 10% of almost $80.000.00 does not equal $3,000.00.   What continues to disturb me is the lack of
communication between Ms. D[redacted] and Mr. R[redacted].  I communicated with both of them through text
and the last text I sent was the night before she posted this most recent
reply.  In the text I agreed to postpone
my attorney’s involvement and try once again to resolve the issue among
ourselves.  Mr. R[redacted]  asked me numerous times to please not cause
further damage to their business by going public with my complaint and to give
them a chance to rectify the injustice they did to me.  I mentioned to Mr. R[redacted] that I was
confused as to why Md. D[redacted] would leave an inaccurate response that
contradicts the agreement we had just reached the night before.  He said Ms. D[redacted] no longer had the cell
number that she had given me and she only was aware of what he told her.  He promised he would address this with her
for her to own up to her responsibility.
In regards
to the many changes Ms. D[redacted] mentioned. 
Yes, as a consumer purchasing a service I did make changes and sometimes
at her recommendation.  At no time did
Ms. D[redacted] tell me that the changes could not be made and to top it off I PAID
IN ADVANCE AND IN FULL for every change I made. 
She had no problem accepting my money and asking for funds in advance of
the work being completed.   
My stair railing
was based on a design that we had agreed upon at the initiation of our
contract.  Along the way I say another
design and asked Ms. D[redacted] if it was possible to get this design.  She said she would check and get back to
me.  She never got back to me on that
request.  There was never a “demand” for
stairwells.  How can you “demand “
someone to give you a stairwell design??? 
What I did say to her was the stairwells would have to be replaced as
soon as possible because my homeowners insurance was cancelled due to the
condition of the home after they totally demolished it.
Ms. D[redacted]
told me 2 months later after I expressed my frustration on the delay of the
stairwells that they were on back order and “actually are supposed to be in
today”  I would never have ordered
something that was not available at the time order.  Ms D[redacted], at the beginning of the project
projected 6 weeks for completion.  So it
makes no sense to order a product that would not be in by time of projected
completion of the project. 
I enlisted
the services of Mr. [redacted] because of total frustration and dissatisfaction with
the way the project was being managed by Ms. D[redacted].  In my first meeting with Ms. D[redacted] I let her
know that I have about 85% travels with my job so I needed to hire contractors
who could manage the project to completion. She assured me that she could do
the job.  It is not until Mr. [redacted]
came on board that the granite for the kitchen, the carpet for the bedroom; the
walls for the room that they took out, and the hardwood floors were installed (not
completed) Then Ms. D[redacted] quit the job one week later.
As far as
what she told Mr. [redacted] regarding the stairs, I cannot comment on
that.  Mr. [redacted] will be more than
happy to address his discussions with Ms. D[redacted] and he has daily documentation
of their conversations and written agreements (that were promised by Ms. D[redacted]
and yet again not delivered)
It makes
absolutely no sense whatsoever that anyone would quit a job because someone
requesting that their destroyed staircase needs to be replaced for insurance
purposes. I have numerous emails and
texts from Ms. D[redacted] thanking me for being so nice and understanding throughout
this process and she even asked me to collaborate with her on some future
projects, with this being said it makes no sense the words’adamant” and “demanding”
that she is using. In fact I asked for a
meeting with Ms. D[redacted] and Mr. R[redacted] and asked them to please just keep me
posted on things to manage my expectations and I would beunderstanding as
usual.  I am really disappointed with the
way she is making things seem because they were not like that at all.  In fact I have a message where she states she
had no argument to my statements.
  I was the one who contacted Ms. D[redacted] after
I heard from Mr. [redacted] that they said they were unable to quit the job (I
have documentation of that as well) which took her several days to respond to
that.   I have worked as a corporate
executive for 25 years and at no time if someone quits are they allowed to just
“hang around” If you quit that means that you are not working.  Why would they remain on the premises??  I asked
Ms. D[redacted] if she would have temporary railings installed for safety
purposes.  Her company nailed about 6-8 2
by 4 pieces of wood on the stairs and connected them with caution tape. 
I have
written documentation from Ms. D[redacted] stating they had to quit the job because
they were not paid for work they had completed for another client and this left
them thousands of dollars in the hole. 
What ever happened to my money that I paid her for my job?  I PAID IN FULL.  I orded 6 doors from her ( including a front
door) Mr. R[redacted] told me the doors were in and he just needed to get a flatbed
to bring them over.  During the numerous
times when Ms. D[redacted] would not return my calls or text messages or send me
directly to voicemail when I called there was one excuse after another.  The first time she had food poisoning, the
second time Mr. R[redacted]’s father had a massive heart attack, the third time
Mr. R[redacted]’s brother had suddenly been killed, the fourth time she had a
doctors appointment and the doctor put her in the hospital ( this was told to
me by the “the site manager” Isreal D[redacted], her father.  After this time is when I became totally
frustrated and went to the address that was originally listed on her email as
the address of her business.  When I
arrived at that address I found it was a large building that contains many
offices of businesses.  I stopped by the
reception desk and was informed that they had never heard of [redacted] or
Ms. D[redacted].  The receptionist searched
the directory numerous times to even pull up records and she could find
nothing.
I left Ms.
D[redacted] a text stating I was sending a certified letter to her business and she
replied that the business address had changed. 
The address she gave me is the address of a residence owned by her
father.
Ms. D[redacted]
said she had decided to take a leave of absence from the project.  I dealt with her 95% of the time.   As it currently stands I am trying to work
with Mr. R[redacted] to come to a resolution to this emotionally and financially
draining experience.
I have
written PROOF to verify that I am telling the TRUTH.  I have dated photos to show the condition my
home.  I have witness who saw the
condition of my home before, during and after. 
Most of the work they did was incomplete and they showed blatant
disregard and disrespect by damaging things in and on my property, I HAVE
PICTURES OF EVERYTHING.  I will keep Mr.
R[redacted] updated on my report that I will be sending to him.  The last communication we had which was
October 19th I explained to him that I am submitting a VERY DETAILED
report to him so we can stop this continued back and forth and one upmanship
and blame and come to a resolution. 
The fact
is, they did not do the job and they owe me a refund of the work that was not
completed and the extra costs of fixing the things that were destroyed in my
home and damage done TO my home. I have no desire to destroy anyone’s livelihood or business.  I merely want to be fairly reimbursed for
what I paid for that was not delivered.  I
so far have a 35 page report with pictures and contract cross reference along
with copies of all texts and emails.  Mr.
R[redacted] is aware of this and told me to “take my time” and he “appreciates my
big heart and willingness to work with them”
[redacted]
[redacted]