Phillco Corp

Thank you for contacting me In regards to the revocation your letter indicates, let me submit to you that we have tried to respond electronically to this complaint but have not been able to connect through your system Both the General Manager of our [redacted] location, [redacted] , and I have had this experience In regard to [redacted] , her complaint has been resolved weeks ago and she is a very satisfied customer I did receive some correspondence from your office within the last several days indicating that she has not responded to your inquiry and as such, the matter was considered closed With this information conveyed to you, I would request that you reinstate the accreditation Should you deem it necessary, I would be glad to forward screen shots of how we were instructed to communicate regarding this complaint and the technical response received We value our standing with the Revdex.com and the community and it would be a shame if it were misinterpreted due to a communication portal problem The underlying objective of providing the kind of service to our customers was being pursued despite the communication failure I would appreciate the favor of your reply to my request that this suspension be overturned Furthermore, if you need me to compel MsTeagardner to respond to you, I will make that call Warm Regards, [redacted] [redacted] *** [redacted] ** [redacted]

Complaint: [redacted] I am rejecting this response because: Just to clarify a few things - it took this company approximately weeks after I complained to you to finish my kitchenNot that the work took that long, but I had to make many phone calls and send emails to try to get them to fulfill their responsibility to meI further had to have the finance company I used, [redacted] Finance, pull the funds for my kitchen project from them and threaten to contact the local media with my story before [redacted] took any action on finishing my kitchenIt has been an absolute nightmare for me to have this project completedThe job was supposed to take weeks, weeks at the mostIn reality, it took almost monthsEmployees of the company confided in me that I am not the only one this has happened to - but that in fact, I am one of manyI would like to further clarify that I am not a "very satisfied customer"The workmanship was subpar in several areas, and it would involve more construction to correctThese corrections were not even offered to be made by the owner when he came to see me, probably because of my deteriorating healthI have Stage cancer and am currently undergoing chemotherapy, as I was during this entire remodeling projectThis fact was well known by the company from the beginningI wanted my "dream kitchen" before I died, having worked in food service my entire careerI can not even begin to explain the anxiety and stress this ordeal has caused meI would never use this company again, nor would I recommend them to anyonePlease warn others not to have any dealings with this company, as it will only end with disappointment and empty promises for these future customers.I further want to state that I actually like [redacted] He appeared to be a very nice manWhat I did not like was his method of doing business, as I am certain they do not represent the standards of a member of the Revdex.com Regards, [redacted]

We have executed a settlement with this customer this morningShe picked up a check for $as an accomodationWe are under the understanding that this resolved the dispute on the project

We reached out to Mrs [redacted] today and have agreed to give her a piece of granite for her islandWe are under the understanding this has resolved the complaintMrs [redacted] has agreed to sign a non-disparagement agreement with us

The client’s complaint is that the marble/granite was incorrect as were here cabinet doors We have already re-cut the granite counter tops to accommodate the client and our cabinet shop is making her new doors with a style change she approved to correct her door issueWe are under the understanding this will address the complaint and resolve the situation Thanks, [redacted]

I called and confirmed with the customer they received a check from us and everything is resolved

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. Regards, [redacted]

Dear *** *** I am addressing case #*** Case# *** *** ***
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Mr and Mrs *** cabinet door installation has been completedI personally called and talked to Mr *** a few days after completionWe had a friendly conversation in which we easily reached an agreement for services renderedMr and Mrs *** have been wonderful and we appreciate the patience as well as their business *** ***
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Company is providing a resolution that is satisfactory to me so I do appreciate their communication and following up and getting me taken care of

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
From: *** *** *** Sent: Wednesday, July 08, 8:AM To: *** *** Subject: RE: Complaint
ID#*** Yes, the business has responded and resolved the issue. Thanks for your help, ** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to mePlease remove complaint
Regards,
*** ***

*** ***
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*** *** ***
K*** ** *** My name is *** *** I am the General Manager of Design Superstore in Temple, Tx Design Superstore has been apart of the Revdex.com for several years and has maintained a great ratingIt's because we strive to
deliver the best quality, excellent service at affordable pricesWe acknowledge the fabrication of Mrs *** cabinets took longer then expectedCabinet making is a craft, each cabinet is designed, crafted, assembled by hand, finished with quality paints or stains, delivered and installed with careOn the day of installation Mrs *** noticed her door profile was different from what she originally orderedWe immediately contacted our cabinet designers to make new doorsWe delivered the second set of new doors to Mrs *** specifications but she didn't like the lookBecause Mrs *** satisfaction is important to us we sent in another request for a third set of doors to be madeThe marble counter tops selected were not defectiveMarble is a natural stone from the earth, no two pieces are a likeThis piece of marble had one vain of greenish color that did not match Mrs *** desired color schemeSo we replaced a small portion for her marble back splash to maintain the look she wantedI personally talked with Mr *** who shared his frustration about the job and timing with the plumber he hiredAs a good faith gesture I agreed to pay for Mr *** plumbing billI understand Mr and Mrs *** job did not go as smoothly as most of our customers but I feel strongly that we worked diligently correcting items to their satisfactionLast note the *** are on vacation for the next 4-weeksWhen they return we are willing to sit down with them and discuss their final bill Design Superstore *** *** ***

I agree with the client as the clean up could have been a little better and the toilets are no problem. Not sure I was given appropriate time to respond. We want all of our clients to be satisfied

Complaint: [redacted]
I am rejecting this response because:Thank you so much for your response. They installed everything EXCEPT the cabinets doors.I attached pictures as they look today, 5 months after we paid the down payment.Thank you so much for you attention to this matter.Warm regards, [redacted]

We reached out to Mrs. [redacted] today and have agreed to give her a piece of granite for her island. We are under the understanding this has resolved the complaint. Mrs. [redacted] has agreed to sign a non-disparagement agreement with us.

Design Superstore wants to thank Mr and Mrs [redacted] for their business. Mr and Mrs [redacted]'s concerns are very important to us. Design Superstore is a family owned/operated business that has been servicing Central Texas since 2001. We have prided ourselves in providing a quality product at an...

affordable price.   Please review attached pictures.   Six years ago Mr and Mrs [redacted]'s purchased Shaw's Traditions II St Helen’s Cherry color 839 from Design Superstore. In early May 2017 Mr [redacted] contacted us to have his floors repaired due to water damage.   We purchased Shaw's Traditions II St Helen’s Cherry color 839 for the repairs. The same laminate as the initial purchase 6 years ago. During the repair Mr [redacted] called and indicated the laminate looked different then his original purchase. So we immediately double checked all documentation to verify it was correct, and it was. Mr [redacted] also sent us two pictures, one of the old and new laminate side by side and a picture of the end of the laminate box. This also confirmed it was the correct material. Mr [redacted] was still dissatisfied with the dye lot variation. I explained to Mr [redacted] that a laminate produced 6 years apart is difficult to perfectly match. Dye Lots, light exposure, cleaning methods, and natural wearing are some of the factors. Mr [redacted] said the variation in the two laminates was unacceptable to live with.   Mr [redacted] and I talked on the phone arrived with a positive solution for the situation. We refunded them some of their money from the repair invoice. Mr. [redacted] was pleased with the solution and left the door open to do business again in the future.                               Mr [redacted] expressed his frustration so I offered to help him in this situation. I told him that I would offer to replace his flooring at “my cost”. After I put a quote together at “my cost” and presented it to Mr [redacted] he said, I thought “My Cost” meant free. I told Mr [redacted] that I was sorry if that is how understood it but that is not what I meant. He again expected all new flooring for free. I told him that I am sorry but I can not replace all his floors for free. Again to help the situation I told Mr [redacted] if he removed all the old flooring, removed the furniture and appliances I could improve on that price dramatically. Mr [redacted] said they do not have any money and said I told him I would give him all new floors. I apologized again and told Mr [redacted] we can work something out, I needed a couple days to review his invoice and I will get back with him for another solution. Next day I received Mr and Mrs [redacted] concerns through the Revdex.com.   We look forward to working with Mr and Mrs [redacted] in finding an equatable solution to this unfortunate situation.

Complaint: [redacted]
I am rejecting this response because: Just to clarify a few things - it took this company approximately 7 weeks after I complained to you to finish my kitchen. Not that the work took that long, but I had to make many phone calls and send emails to try to get them to fulfill their responsibility to me. I further had to have the finance company I used, [redacted] Finance, pull the funds for my kitchen project from them and threaten to contact the local media with my story before [redacted] took any action on finishing my kitchen. It has been an absolute nightmare for me to have this project completed. The job was supposed to take 2 weeks, 3 weeks at the most. In reality, it took almost 6 months. Employees of the company confided in me that I am not the only one this has happened to - but that in fact, I am one of many. I would like to further clarify that I am not a "very satisfied customer". The workmanship was subpar in several areas, and it would involve more construction to correct. These corrections were not even offered to be made by the owner when he came to see me, probably because of my deteriorating health. I have Stage 4 cancer and am currently undergoing chemotherapy, as I was during this entire remodeling project. This fact was well known by the company from the beginning. I wanted my "dream kitchen" before I died, having worked in food service my entire career. I can not even begin to explain the anxiety and stress this ordeal has caused me. I would never use this company again, nor would I recommend them to anyone. Please warn others not to have any dealings with this company, as it will only end with disappointment and empty promises for these future customers.I further want to state that I actually like [redacted]. He appeared to be a very nice man. What I did not like was his method of doing business, as I am certain they do not represent the standards of a member of the Revdex.com.
Regards,
[redacted]

I called and confirmed with the customer they received a check from us and everything is resolved.

[redacted]
[redacted] 
[redacted] 
[redacted]
Design Superstore takes these things very seriously. I personally met with Mr. or Mrs. [redacted] on two separate occasions. I visited their home three separate times during the entire process. They are...

a wonderful family who were very patient with us during this project. Mr. [redacted] is correct that Design Superstore quality standards were not met. Even though we had missteps during the installation process we stood behind and corrected each and every one of them. We value Mr. and Mrs. [redacted]’s feedback and have made corrections to our process to ensure greater success in the future. There were multiple quotes for carpeting. An employee error ordered and billed for only three bedrooms of carpet. When it was discovered the living, hall and stairs should have been included we corrected it at no additional cost. Our error was an $1,100 savings to Mr. and Mrs. [redacted]. Once again I want to apologize to Mr. and Mrs. [redacted] for everything and at the same time want to thank them for their business, patience and understanding. [redacted] General Manager Design Superstoreell us why here...

Complaint: [redacted]
I am rejecting this response because: It's insufficient...this 600 check was for my...

"inconveniences & delays"...in NO WAY does this replace $3500 in furniture damage ON BRAND NEW FURNITURE...I needed countertops done as well, which their delays have put that project on hold/major bind (I'm housing a displaced family beginning in December...they've left me 2 weeks to rush the job & that's what this 600 is for)...now I'm rushing to find DIFFERENT contractors to get this handled before the holidays...the 600 was to accommodate me for all the inconveniences & delays to get someone else on the job...there are DAMAGES WELL IN EXCESS OF THIS ACCOMODATION & in NO WAY, is this matterk resolved or settled...I suggested that they discount the granite job approx 2000-2500 & it would create a win-win for everyone involved...ESPECIALLY seeing how their current promotion for year-end clearance is "free countertops with purchase of flooring", and I've purchased the flooring so I want them to come with better resolution than THIS, which I have not cashed anything til I can find contractor I would like the job to be FINISHED & if the granite/backsplash costs 3500-4000 then I want it to be discounted approx 2500, leaving me to still Pay them an estimated 1000... 
Regards,
[redacted]