Portico Patio & Window Solutions

Dear [redacted] ***,Since your receipt of the complaint from Mrand Mrs [redacted] our installation schedule has shifted and we will be starting their project in the next couple of weeksMrand Mrs [redacted] have been informed of this and to our knowledge are pleased.Sincerely,Clint [redacted]

The material for this project is at our warehouse and the customer has requested a scope change to the overall size of his projectWe are working with the customer to complete this scope change and finish his project as quickly as possible

I have left a message with the home owners, we have a delivery coming in two weeks, there material is expected to be on that delivery We will install the product within a week or two of its arrival

I am rejecting this response because: This is a repeat response portico sent to the Department of Labor industryOur request still stands for the return of 15,

5/4/16Re: Revdex.com complaint from [redacted] Dear Mr***,I am responding to your document dated 5/3/for [redacted] We apologize for the issues that arose from getting a slow start on the project for the [redacted] ’s, I’m sure you will find that we have not done anything as fraudulent as Mr [redacted] is claiming and after numerous attempts to get the project back on track we have not been able to come to an agreement with the [redacted] ’s We signed the original agreement on 10/23/15, there was a change order requested by the [redacted] ’s to add additional items to the project that was signed on 3/7/ The [redacted] ’s then decided that they wanted to make another change to lower the cost for the extra additions from the change order dated 3/7/so another proposed change order dated 4/13/was written up but was refused by Mrand Mrs [redacted] My installation supervisor and myself met with the [redacted] ’s to get the project back on track on March 22nd, the plumber and the process was agreed to by all parties at that time The plumber was there on 3/23/to perform the additional work that was requested and agreed to by Mrand Mrs [redacted] per the change order dated 3/7/and the drywall was scheduled for install on 3/30/ The morning of 3/30/Mr [redacted] prohibited our crew from continuing with the project and that we were no longer allowed on the property.Since then we have been accused several times that we do not stand by our product or our service, which is not the caseIt is always our intention to do our best for our customers and we strive to satisfy all Portico customersWe want to come to a reasonable agreement with Mrand Mrs [redacted] and close this issue as soon as possible.We have sent a breakdown of our expenses with a refund proposal to close out the project to the [redacted] ’s We informed them that once the agreement is in place and we have a signature on a Non-Disparagement agreement, the money will be refunded

Initial Business Response /* (1000, 8, 2015/05/08) */
We have been in contact with the home owners and have let them know that we are working on a solution that will repair their wall so that there are not additional issuesthe repair will be taken care of shortly

Initial Business Response /* (1000, 5, 2015/06/26) */
We are sorry that they are experiencing issues with their dry wallHowever, we were not brought to the attention of these circumstances until after the labor warranty expiredTypically, the next course of action would be to give the customer
an approximate cost for labor charges to fix the issueApproximately days ago, a representative from our organization met with Mr*** and offered to fix the cracking issues at no cost to themWe asked at that time that they be patient with us in performing this work and Mr*** was in full agreement with this solutionUnfortunately because of the heavy workload that we have, we have not been able to fit them into our schedule, but assure Mr*** that it will be taken care of
Initial Consumer Rebuttal /* (3000, 7, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, I was never under the impression and never told that they had used sub-contractors in completing the work in our homeIt was always my understanding that these were employees of PorticoI understand that they may have scheduling problems and I have been very patient, but I would like to have a timeframe by which this will be taken care of"A couple of months", or "as soon as we can" is not a timeframe - I want to know a date by which they will be in our home working and how long it will take to completeIf they cannot provide this within a "reasonable" timeframe, which I would guess would have to be determined by the Revdex.com, then I feel I should have the right to find a contractor to complete the work and be reimbursed
Thanks
*** ***
Final Business Response /* (4000, 9, 2015/07/10) */
In regards to their response, we are a little confused as to the sub-contractor commentThat has no bearing on whether or not we take care of a customers or notWe will proceed with the scheduling of the wall repair to be performed sometime in the 1st couple weeks of AugustOne of our representatives will be in contact with the customer the last week in July to ensure they are on our schedule
Final Consumer Response /* (2000, 24, 2015/09/02) */
They have completed the work - thanks for you 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 me.Work has been started

Install scheduled for tomorrow

Initial Business Response /* (1000, 5, 2015/06/26) */
We're sorry if we caused the customer any hardship for the delays in their project and any workmanship issuesThe screen room project was started on June 25th, and is projected to be completed on June 26th, In regards to the damage
to the yard and landscaping, we will be reaching out to the sub-contractor that was contracted with us to perform the foundation workThat communication will be promptly executed which will probably involve a visit to the site by a representative from our company and the concrete firmThe homeowner will be contacted when the site visit will be scheduled
Initial Consumer Rebuttal /* (3000, 7, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The work on the screen room did start as the vendor indicated on June 25, however after full days of installation, it was discovered on June that some of the materials to complete the screen room were missing or were ordered incorrectlyI was informed that the correct materials to complete the job would take an additional to weeks to arrive and that the job would be completed immediately following the arrival of materialsRemaining screen room activities include, completions of the structure, completion of electrical installation, any final caulking/bug proofing and final inspectionsGiven the communications I have received from the vendor representative, I would expect this to all be completed no later than July 15th
I have not had any communication from the vendor regarding the restoration of the yard and landscapingIt seems reasonable to me that this work could be completed during the wait for the final screen room materials and unless I hear otherwise from the vendor, I would expect this to also be completed no later than July 15th
Final Business Response /* (4000, 9, 2015/07/10) */
The parts have been ordered and we expect a shipment from our Manufacturer on Monday, July 20, Final installation of the sunroom will follow within the next couple of daysLandscaping issues need to be further evaluated which will require a visit to the site by a management representative of Portico which will be scheduled the week of July 13th

Initial Business Response /* (1000, 5, 2015/09/24) */
Since the customer filed with the Revdex.com, we have been in contact with them and have come to an amicable solution
Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */

We respectfully disagree with the content of Mr***'s accusations and we are in the process of canceling the project with Mr*** per the terms of the original contract

We have been in contact with the home owner and are schedule to come out next week to do the requested repairs

Initial Business Response /* (1000, 6, 2015/09/24) */
Since the complaint was filed, we have received the product in our warehouse. We will be contacting the customer to schedule an install date for next week.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/27) */
(The consumer indicated he/she...

DID NOT accept the response from the business.)
[redacted] of portico called me late Friday,left a message on my voicemail.Install date scheduled for Tuesday September 29,2015.I do not want this done because;I do not trust them doing it.Portico called me only because of Revdex.com.I believe they did not want to install the awning, nothing special about the awning;That is their business.I think it may be something personal on their part that I am not aware of.Portico business hours are mon-fri.I will call Monday and let you know what is said.

Initial Business Response /* (1000, 5, 2015/07/17) */
In response to the consumer complaint, since the date of the complaint we have been out to the home and serviced the flooring issues and have rectified them. We are scheduled to go back to their home next week to take care of the taping...

issues.

I have left a message with the home owners, we have a delivery coming in two weeks, there material is expected to be on that delivery.  We will install the product within a week or two of its arrival.

Initial Business Response /* (1000, 10, 2016/02/03) */
I apologize that this has slipped through and not been addressed, the refund will be mailed out asap.
thank you
Initial Consumer Rebuttal /* (3000, 12, 2016/02/13) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
If I would have received a check before I sent this response I would have accepted their response. It has been 10 days since they responded by saying they will send out a check ASAP and I do not have a check. Did it "slip through the cracks" again? I don't think so. If I was the one who needed to send a check this would not be acceptable. That is MY money! Send it back! I will take other routes if I need to in order to get my money back. This is absolutely unacceptable!
Final Business Response /* (4000, 20, 2016/03/14) */
We have confirmed that the refund check has not cleared the bank. A replacement check will be sent today. We apologize for the inconvenience.
Final Consumer Response /* (2000, 23, 2016/03/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The owner called on March 15th and said he will send out a cashiers check. We received the check on March 19th and I deposited the check on March 21st. We are happy to finally have our money back.
Thank you

Initial Business Response /* (1000, 5, 2015/10/22) */
Mrs. [redacted], As I discussed with you at your home last week when I was out there, our business went through some trouble over the last 6 months which had resulted from a product we were carrying last year, we stopped selling that product Jan...

1st of this year. I had explained in detail on how we were getting out of the situation we are in. We also spoke last night and today that we are still on track with getting your foundation built the week of 11/2 and the sunroom built the week of 11/9. I apologize sincerely that these issues have come up and as I stated when I met you last week I am doing what it takes to fix the issues when 98% of other contractors close up shop and open up under another name. We are not doing that, we are here working through our issues. Thank you for your patience as we get through the last details of your project.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If they do start the promised work on Nov. 2 as stated in their response, I will be satisfied. They have made promises in the past that never happened, so I am skeptical.
My hope, is that this time I will get a porch.
Final Business Response /* (4000, 9, 2015/10/29) */
Mrs [redacted], when we spoke last week you said that you were ok with me calling Friday, tomorrow, to update you on your project. Everything on our end points to us starting on Monday. Please understand that if it is snowing or raining we cannot be working on your outdoor project. I am pleased to see that the weather appears to be cooperating with us, time will tell. I again apologize that this project has taken an extended amount of time to complete. We are doing what we can to communicate and complete your project. You have my cell number if you have any further concerns. thank you.

Initial Business Response /* (1000, 5, 2015/07/17) */
In response to the customer complaint, the current status of the project goes as follows:
The contract was signed on April 27, 2015 and after the 3 day recession period, we were able to move forward with the project
Hard measure was...

completed on May 11, 2015
The period between the hard measure and the request being sent for engineering ,we were internally completing all the proper documentation to have the engineers perform their service
Our engineering request was submitted on May 28, 2015
Approved engineering drawing were received on July 14, 2015
The permit application was submitted on July 16, 2015
As you can see the construction progress of this job is well under way. The delay was not caused by us, rather our engineering firm due to the overload of work. Therefore, at this time we are continuing to move forward on the construction of this project and are 75% through the process of ordering the materials. Clearly, it is obvious that the construction has started and the payments we received to date are warranted.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to the general manager of Portico during the week of June 22 and I was told someone was working on the engineering plans "as we speak." I talked to him again the week of June 29 and was told "the plans will be done tomorrow." Then, during the week of July 6 I received a letter from Portico stating the delay in our project was due to such things as "weather and material shortage."
Now, with this response the story has changed again. The plans didn't get completed until this Revdex.com complaint was filed. The permit did not get applied for until this complaint was filed. I obviously can't trust Portico at this point.
The payment schedule clearly states that the second payment would not be taken until the "start of construction," but they have already gone and taken that money. Construction has not started!
We would like a full or nearly full refund as stated previously. The only item that was actually done before we asked for a refund was the 'Hard measure' so it seems reasonable for us to pay for that person's time (less then one hour) to come out and measure - but anything after May 11 was not completed until after this complaint was opened.
When were the materials ordered? How can Prortico be 75% through with ordering materials for a project that has not been approved by the city?
At this point we would just like our money back. Thank you.
Final Business Response /* (4000, 9, 2015/08/07) */
We will be in contact with the consumer to rectify the situation.

I am rejecting this response because:It was March 31st before Clint responded to some of my questions (sent to him on March 21st). I requested that I be notified in advance of a few...

options for a scheduled visit so that I can be sure that I am home during the repairs since the previous work was not properly supervised and we have to rearrange all of the furniture to make sure there is access to all the walls.  On April 1st, Clint indicated that he would be sending someone on April 3rd.  This is not advanced notice and does not allow for me to be available to talk with the contractor that is doing the work.I am currently waiting for Clint to provide me with the requested information, which he has indicated will be later this week. (April 3rd was the e-mail so I should hear a response by April 7th)As of this time, my issue is still unresolved and I can't rely on the business to follow-through until the work has actually been completed.