Dear [redacted] ***,We are sorry to hear about your disappointment with our numerous attempts at addressing your concerns Our typical response times are – business days, and having looked at your file, your most recent request was responded to within that time frameWe can understand that the answers we provided may not be what you wanted to hear, however we strongly believe we have carried out our due diligence in the following manners and will reiterate the following that has been communicated to you various times:· The electrical outlet is located as per plan As you hired an external company to install the deck & railing, it would be their responsibility to look at the plans and build around the outlet We cannot take responsibility for work that isn’t conducted by our team or trades, and therefore cannot compensate for their error · There is no crack in the siding, nor a defect from what we can see This is a seam in the siding and it is how it is installed Our Warranty Technician and siding supplier have been out multiple times to look at this for you and have communicated this to you When asked for clarification and photos of the concerns from you, they were not sent· Please rest assured that the written communication we have sent to you regarding seasonal deficiencies, will be looked after Despite what you understood to be told, these are indeed items that are best repaired during the spring/summer months, as the winter conditions may only temporarily fix the issue.Regards, Service & Warranty Team
Initial Business Response / [redacted] (1000, 5, 2016/05/20) */ With respect to the complaint from our customer [redacted] and [redacted] regarding the counter tops in their home, here is a background concerning the matter They took possession on December 5, At that time, there was no documentation during their pre-occupancy walkthrough or on their possession deficiency list (attached)The first notification of these two items came in through an email dated May 4, to our then Warranty Manager Jennifer F* [redacted] visited this home in April to buff some scratches out of the counter topAt that time there was no mention of the issues with the kitchen island counter top or the yellow streak in the bathroom counter top We had [redacted] go to this home on March 18, after it was documented at their yearend warranty visit [redacted] reported back that they attempted to remove the yellow streak, but had no luck as it appears to be part of the rockMarble is porous and likes to suck everything upThe island had large etch marks on it and did not look good and appears that abrasive cleaning products have been rubbed on the surface that could have caused the damageHomeowner damage is not covered under warranty As this was not noted on the walkthrough, [redacted] and ourselves, feel that these counter tops should not be replaced, as we do not know how and when the counter tops were damaged Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The first notice about the kitchen island and main bath room countertop yellowing was january 15, At that day Parkwood service guy Ryan came to our home and I ask hime to wrote down the deficiencies In May 2015, that was the first time those items showm in our email thread, and they want us to wait until month warranty expiresWe have talked about this over the phone several times alsoEither way they were informed early enough [redacted] The yellowing thing is their problem as it is a almost feer long yellow rust stain I could up load the deficiency list when I first offically tell parkwood about those itema Final Business Response / [redacted] (4000, 11, 2016/06/01) */ With respect to the complaint from our customer [redacted] and [redacted] regarding the disapproval of our response, I have spoken with our Service Technician Ryan B [redacted] who has dealt with this customer from possessionHe stated the first time the counter tops were brought up was at the month markThe picture of the piece of paper that was emailed to our office on May 17, claiming to showing proof is not the handwriting of Ryan B [redacted] , nor has a date on the paper All items that have chips, scratches, stains etcmust be noted on the possession deficiency list, which is completed at the time of possession, to be covered under warranty The Customer may contact [redacted] for a third party opinion if they wish Final Consumer Response / [redacted] (4200, 13, 2016/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept want parkwood said Yest, I did not pick up all the deficiency but I informed them early enough, now I think I done with parkwood in here [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/20) */ Hi [redacted] , I'm sending our response for this complaint directly to you, as I was unable to login to your site On October 16th Parkwood Master Builder met with the homeowners to inspect the concrete issues he had filed with you A hole was cut in the driveway to install the CC Water ValveWe will return the next summer to fill the hole with aggregate concrete, as the season for concrete repairs this year has passed One small chip was not within the tolerances for repair as per the Gov't of AB Construction Performance Guidelines, so we will not be repairing this, and the homeowner has been advised The corner of the concrete @ the pre-cast steps there is a 2" void which will be repaired next summer, as the season for concrete repairs this year has passed Please let me know if you have any questions Thank you, Kelly S [redacted] Senior Warranty Coordinator Parkwood_with-k.jpg badge_15_CHBA_AoEiH_Winner2015_web (3) Direct: 780.XXX-XXXX Main: ext #129, Parsons Road SW Edmonton, AB T6X 0N parkwoodmasterbuilder.com Follow us: Facebook Pinterest Twitter Houzz [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept their plan if they could do as they said
Hi, I've attached the electrical plan and pictures in a word filePlease see I attachedIt should also be attached with my response yesterday, but I think it didn't workThanks,***
Dear [redacted] ***,We are sorry to hear about your disappointment with our numerous attempts at addressing your concerns Our typical response times are – business days, and having looked at your file, your most recent request was responded to within that time frameWe can understand that the answers we provided may not be what you wanted to hear, however we strongly believe we have carried out our due diligence in the following manners and will reiterate the following that has been communicated to you various times:· The electrical outlet is located as per plan As you hired an external company to install the deck & railing, it would be their responsibility to look at the plans and build around the outlet We cannot take responsibility for work that isn’t conducted by our team or trades, and therefore cannot compensate for their error · There is no crack in the siding, nor a defect from what we can see This is a seam in the siding and it is how it is installed Our Warranty Technician and siding supplier have been out multiple times to look at this for you and have communicated this to you When asked for clarification and photos of the concerns from you, they were not sent· Please rest assured that the written communication we have sent to you regarding seasonal deficiencies, will be looked after Despite what you understood to be told, these are indeed items that are best repaired during the spring/summer months, as the winter conditions may only temporarily fix the issue.Regards, Service & Warranty Team
Initial Business Response / [redacted] (1000, 5, 2016/05/20) */ With respect to the complaint from our customer [redacted] and [redacted] regarding the counter tops in their home, here is a background concerning the matter They took possession on December 5, At that time, there was no documentation during their pre-occupancy walkthrough or on their possession deficiency list (attached)The first notification of these two items came in through an email dated May 4, to our then Warranty Manager Jennifer F
* [redacted] visited this home in April to buff some scratches out of the counter topAt that time there was no mention of the issues with the kitchen island counter top or the yellow streak in the bathroom counter top We had [redacted] go to this home on March 18, after it was documented at their yearend warranty visit [redacted] reported back that they attempted to remove the yellow streak, but had no luck as it appears to be part of the rockMarble is porous and likes to suck everything upThe island had large etch marks on it and did not look good and appears that abrasive cleaning products have been rubbed on the surface that could have caused the damageHomeowner damage is not covered under warranty As this was not noted on the walkthrough, [redacted] and ourselves, feel that these counter tops should not be replaced, as we do not know how and when the counter tops were damaged Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The first notice about the kitchen island and main bath room countertop yellowing was january 15, At that day Parkwood service guy Ryan came to our home and I ask hime to wrote down the deficiencies In May 2015, that was the first time those items showm in our email thread, and they want us to wait until month warranty expiresWe have talked about this over the phone several times alsoEither way they were informed early enough [redacted] The yellowing thing is their problem as it is a almost feer long yellow rust stain I could up load the deficiency list when I first offically tell parkwood about those itema Final Business Response / [redacted] (4000, 11, 2016/06/01) */ With respect to the complaint from our customer [redacted] and [redacted] regarding the disapproval of our response, I have spoken with our Service Technician Ryan B [redacted] who has dealt with this customer from possessionHe stated the first time the counter tops were brought up was at the month markThe picture of the piece of paper that was emailed to our office on May 17, claiming to showing proof is not the handwriting of Ryan B [redacted] , nor has a date on the paper All items that have chips, scratches, stains etcmust be noted on the possession deficiency list, which is completed at the time of possession, to be covered under warranty The Customer may contact [redacted] for a third party opinion if they wish Final Consumer Response / [redacted] (4200, 13, 2016/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept want parkwood said Yest, I did not pick up all the deficiency but I informed them early enough, now I think I done with parkwood in here [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/20) */ Hi [redacted] , I'm sending our response for this complaint directly to you, as I was unable to login to your site On October 16th Parkwood Master Builder met with the homeowners to inspect the concrete issues he had filed with you A hole was cut in the driveway to install the CC Water ValveWe will return the next summer to fill the hole with aggregate concrete, as the season for concrete repairs this year has passed One small chip was not within the tolerances for repair as per the Gov't of AB Construction Performance Guidelines, so we will not be repairing this, and the homeowner has been advised The corner of the concrete @ the pre-cast steps there is a 2" void which will be repaired next summer, as the season for concrete repairs this year has passed Please let me know if you have any questions Thank you, Kelly S [redacted] Senior Warranty Coordinator Parkwood_with-k.jpg badge_15_CHBA_AoEiH_Winner2015_web (3) Direct: 780.XXX-XXXX Main: ext #129, Parsons Road SW Edmonton, AB T6X 0N parkwoodmasterbuilder.com Follow us: Facebook Pinterest Twitter Houzz [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept their plan if they could do as they said
Hi, I've attached the electrical plan and pictures in a word filePlease see I attachedIt should also be attached with my response yesterday, but I think it didn't workThanks,***