Nu-Again Plus

Complaint: [redacted] I am rejecting this response because: I have been trying to get someone out for the past month, now I still have a to wait another week just for the inspection and then how long for it to be repaired??? And I still have not received a call back Only after I complained, I received a message from the company The time frame is unacceptable I need this to be rectified, meaning the patio repaired, by June 10th Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/27) */ Nu-Again was in contact by both email and by numerous phone conversations with the customerThe two issues that were to be inspected were inspected in a timely manorThe complaint was not warranted as we were already working on the issues Ultimately, the weed that we pulled out was not warrantied item and the level of the joint sand was installed properlyPlease strike this complaint for the records as it is an abuse of the Revdex.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) This complaint should remain with the Revdex.com as, per the Revdex.com guidelines, it is an account of the facts and actual experience with the company of which there has been lack of resolution All contact has ceased from the company with resolution still outstandingFollowing is an account of the facts timeline and items still outstanding: - 10/- Email from customer to company explaining the situations, problems and requesting a response - 10/- Email from customer to company looking for an update on the situation - 10/- Email from customer to company re-outlining the situation, request and looking for a response - 10/- Response from company to customer stating they are still waiting on more information - 10/- Revdex.com case opened due to lack of response/resolution and avoidance of the issue - 10/- Call from owner to customer inquiring about why Revdex.com case opened and claim that company has been slanderedEmail from customer to company summarizing the call - 10/- Response from owner to customer stating issues will be reviewed Promises made by the company: - Customer to be contacted prior to inspection of issue taking place: no record of this taking place - Customer to be contacted after review with proposed resolution of issues: no record of this taking place Outstanding Issues: - Sand and sealant between stones on walkway not installed at appropriate height leaving gaps and potential hazards - Sand starting to deteriorate and brewhere newly installed Customer Request: - New sand and sealer added to remove stone edges from protruding and potential walking hazards - Sand/sealer that is deteriorating to be repaired - As an alternative to the items above, customer can be provided full refund of payment Final Business Response / [redacted] (4000, 9, 2015/10/27) */ The cracks are properly filled and the suggested way by the customer is improperWeeds are not guaranteedReference the contract

Complaint: [redacted] I am rejecting this response because: very professional response from this company! " [redacted] and [redacted] " Wow! Let's review this situationHis employee came out the third time and told me they used the wrong product on the initial application because they received a drum that was mislabeledSO I asked him "so I didn't get the extreme product the first time you applied it to the deck, railings and spindles?" He said "that is correct, the drum was mislabeled." So not only did they only do the deck floor with the correct product on the third visit, that means if I wouldn't have complained that the stain was fading and they needed to come out and fix it, he would have gotten away with charging me for the extreme product while using the basic product with the initial staining! Very trustworthy business practice on his part! Sincerely, [redacted] ***

*** left a message with the call service on 5/30/making us aware of her concernsBecause of the holiday, the office was closedThe office spoke with ***, in person, on 05/31/and let her know a crew would be out to fix the issues and that she would receive a call hours before the crew arrived*** called and left a message with the call service, after hours, on 06/06/and again on 06/07/On 06/07/2016, the office returned her call and left a message stating the crew was scheduled to come out on 06/08/2016, which they didOn 06/08/2016, the office called again to address the Revdex.com review with *** stated that she had not received the message the office had left her until after she wrote the reviewShe stated her phone battery had died and she received the message once she turned her phone back onEach message we received from *** was responded to within hours and as short of time as minutesCalls were made and messages were leftWe can not be responsible for *** getting the messages left for her.To address her concerns with not using Polymeric sand under the repairs, Polymeric sand is not used for repairs; however, to address her concerns, the crew that came back did use polymeric sand to prevent the ants from coming throughThe crew helped *** spray for the ants which were causing the problem, not the quality of repairsThe crew and our company are not exterminators

The messages from the customer made after the inspection was scheduled, were not forwarded to our officeThe customer file this complaint after the inspection of her patio was scheduled but before the inspection was completedThe inspection of her patio was completed 06/05/We have also schedule the warranty work for her patioThe office left her a voice mail at 10:a.mon 06/06/letting the customer know the warranty work is scheduled

The initial conversation had with this customer was to inform the customer, mold and mildew are not covered under the warrantyWhen the customer expressed other concerns, the office informed her an inspection would take place and she would be contacted afterThe inspection has not taken place as
it is scheduled for next week

Complaint[redacted]
I am rejecting this response because: First of all,  I did not speak personally with [redacted] on 5/31 about the repairs, or I never would have filed a complaint.  I'm tired of the he said she said responses because they will go nowhere. At this point, I know I won't be using NuAgain services ever again because [redacted]  (the owner) was very ride to me this morning. I talked to him because he requested a conversation with me. He asked me how we could resolve the complaint on Revdex.com because having a good reputation was important to him.  While I can respect that perspective to an extent, I'm concerned that never once did he say that he casted about me being pleased with the work and his company. He seemed angry and defensive while I sought to maintain a professional demeanor while explaining to him my disappointment with him never returning my phone call on the day the job was completed. He then told me in the middle of our conversation that he couldn't speak to me anymore because he was late to an appointment. And then in a text message he told me never to contact him or the company again. At this point, I'm certain that neither he nor [redacted] would want my business, and I don't want to hire them again! I'm saddened that this couldn't be worked out peacefully. The last time I spoke with [redacted],  she promised she would contact me about the broken brick,  but I have not heard one word from her about it; and I'm not surprised. About the sand in the steps,  if you don't use polymeric sand and you're utside,  of course the ants will come in! I'm not expecting them to be exterminators, but they should have put in the same kind of sand on the steps that they did on the rest of the patio. They didn't fix things correctly, and as a result,  that why I had the ant problem! 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have been trying to get someone out for the past month, now I still have a to wait another week just for the inspection and then how long for it to be repaired???  And I still have not received a call back.  Only after I complained, I received a message from the company.  The time frame is unacceptable.  I need this to be rectified, meaning the patio repaired,  by June 10th.
Sincerely,
[redacted]

The x-treme product was properly used initially on the deck.  The floors have a sheen on them not because it's a different product, it's because it has multiple coats.  Based on the discusting way he talks to our employees and how he refers to them via email, we decline any future...

correspondence.  This customer is clearly [redacted] or has [redacted] problems which makes helping him for a fourth time, impossible.

Initial Business Response /* (1000, 5, 2015/10/27) */
Nu-Again was in contact by both email and by numerous phone conversations with the customer. The two issues that were to be inspected were inspected in a timely manor. The complaint was not warranted as we were already working on the issues. ...

Ultimately, the weed that we pulled out was not warrantied item and the level of the joint sand was installed properly. Please strike this complaint for the records as it is an abuse of the Revdex.com.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This complaint should remain with the Revdex.com as, per the Revdex.com guidelines, it is an account of the facts and actual experience with the company of which there has been lack of resolution.
All contact has ceased from the company with resolution still outstanding. Following is an account of the facts timeline and items still outstanding:
- 10/2 - Email from customer to company explaining the situations, problems and requesting a response
- 10/6 - Email from customer to company looking for an update on the situation
- 10/13 - Email from customer to company re-outlining the situation, request and looking for a response
- 10/13 - Response from company to customer stating they are still waiting on more information
- 10/13 - Revdex.com case opened due to lack of response/resolution and avoidance of the issue
- 10/13 - Call from owner to customer inquiring about why Revdex.com case opened and false claim that company has been slandered. Email from customer to company summarizing the call
- 10/13 - Response from owner to customer stating issues will be reviewed
Promises made by the company:
- Customer to be contacted prior to inspection of issue taking place: no record of this taking place
- Customer to be contacted after review with proposed resolution of issues: no record of this taking place
Outstanding Issues:
- Sand and sealant between stones on walkway not installed at appropriate height leaving gaps and potential hazards
- Sand starting to deteriorate and break-up where newly installed
Customer Request:
- New sand and sealer added to remove stone edges from protruding and potential walking hazards
- Sand/sealer that is deteriorating to be repaired
- As an alternative to the items above, customer can be provided full refund of payment.
Final Business Response /* (4000, 9, 2015/10/27) */
The cracks are properly filled and the suggested way by the customer is improper. Weeds are not guaranteed. Reference the contract.

Once we were made aware of the customer's concern, it was scheduled to be addressed on 06/08/2016. The customer called on 06/07/2016 and the office returned her call that day. The office left the customer a message on 06/07/2016 letting her know the crew would be back the next day to address the...

area of concern. On a followup phone call, the home owner stated, she did not receive the message until after she had written the review because her phone battery was not charged. When the crew arrived to address the missing sand, they informed the home owner the issue was caused by ants, not the restoration process. The crew also helped her spray the area affected by the ants. The repairs done by the crew had held and the entire project was check over and no issues were found. Please remove this complaint as it I not an issue with the restoration.

Complaint: [redacted]
I am rejecting this response because: very professional response from this company! "[redacted] and [redacted]" Wow! Let's review this situation. His employee came out the third time and told me they used the wrong product on the initial application because they received a drum that was mislabeled. SO I asked him "so I didn't get the extreme product the first time you applied it to the deck, railings and spindles?" He said "that is correct, the drum was mislabeled." So not only did they only do the deck floor with the correct product on the third visit, that means if I wouldn't have complained that the stain was fading and they needed to come out and fix it, he would have gotten away with charging me for the extreme product while using the basic product with the initial staining! Very trustworthy business practice on his part!
Sincerely,
[redacted]