Premium Living, Inc.

Hello [redacted] C/O Denver Revdex.com   First let me start with the obvious how does Mrs [redacted] think she could have a house in July when she didn't release the order until October 30th, 2016?   True the home could have been delivered in July had Mrs [redacted] been able to accept it. However she...

did not even receive her building permit until October 12th, 2016. She was told that as soon as the home was completed she had to take immediate delivery as the factory does not have an area to store homes. She did not get me the final sign off paperwork until October 30th 2016. (See attached email from Mrs [redacted])   It is the customers responsibility to supply Premium Living Inc with the snow load and wind requirements for their building site. She was told this more than once but kept wanting Premium Living to do it. Premium Living waited to receive this information from her.   She did receive her plans on August 12th, 2016 after we already did a standard set for her. She finally gave us the  snow load and wind rating which required us to do the additional set of plans which had to go through the state of [redacted] Once again.   On August 15th 2016 we did give her [redacted]'s.information working under [redacted] county license.   When we first discussed delivery time it was 3-4 weeks. However by the time she returned the paperwork on October 30th 2016 to release the order the build backlog had grown to 8 weeks which pushed right into the commercial build period. We did everything possible to get her home built by the middle of December.   She is saying we told her November which is not accurate. She was informed we were pushing  for the first part of December .Unfortunately the factory had received a 3.5 million dollar commercial build order That started December 1st, 2016.During the commercial build period no customer homes would be built.Premium Living had no control over this.   Mrs [redacted] kept moving the order date due to getting her concrete poured . She then notified us that she was having trouble finding a framer pushing the order out yet further.   The weather will not affect her framing. We did tell her the site must be ready for delivery upon completion of the home.   The delays to release the order were due to Mrs [redacted] not Premium Living.   Attached is the final email from Mrs [redacted] on October 30th,2016 so we could release the home for production It took her 2 weeks to get the final paperwork back to Premium Living.   Premium Living did everything in its power to get her home delivered by the first part of December. However the commercial project had been started.   All of this can be verified by [redacted] regional manager.   The cost in delays are due to Mrs [redacted] not Premium Living. Our contract clearly stated that we cannot be held responsible for delays out of our control. This was clearly out of our control.   Mrs [redacted] has been extremely emotional from the beginning of this entire process.    There will be no discounts and as contracted the home must be paid for upon completion before shipping.   She has also added almost $2000.00 in options since contracted   It is unfortunate that this happened with the commercial build taking all the production. It does not happen very often but is typical in this industry.   Premium Living has been in business for 38 years and never had a legitimate complaint. I hope you look at this carefully and look at all the facts.   Sincerely   [redacted]     [redacted]

Complaint: [redacted]
I am rejecting this response because: [redacted]  [redacted] January 23, 2017 [redacted] 
[redacted] 
[redacted] Dear Mr. [redacted], Thank you so much for taking the time to help moderate the dispute that I have with Premium Living Inc. of [redacted] with [redacted] as its [redacted].  I have read his complaint and would like to show you my side of the story.  I have attached the original contract that we had with him, all of the emails put into a word document so you can follow the threads and see the conversations, dates etc.  I have also included the document that I kept sending back to him to have him correct my name and add the siding which he claims that I did not return in a timely manner.  If you have any questions or need any explanations, please feel free to contact me as I will do what I can to get this matter behind us so we can move forward. When we ordered the Modular from Premium Living Inc in May of 2016, we asked Mr. [redacted] if it would be able to be delivered in July and he said yes.  That we had to get the plans in as soon as possible.  So, we had him order the plans.  Mr. [redacted] had assured me that he had been doing this for over 20 years and that he would be there to help me every step of the way.   As we got into the designing,   I was never told that I needed to verify what the requirements were for the wind speed and snow load.  He had them down on the spec sheet and said that he knew them because he had been doing this for so long.  There was never anything mentioned that I would be responsible for knowing the technical aspects of the building structures.  That is including HUD requirements etc.  It was not in the contract either that we had signed.  It was in the contract however that we would be charged for any delay of $30 per day for storage fees and other things such as what was not included in the contract such as gutters, vents etc.   He even, on an email, asked for elevations etc., saying that the build center would need it.  We got a copy of the "prints" that they, Premium Living, sent to the state for approval which would have been done in 21 business days.  On the 1st of July, I forwarded Mr. [redacted] the email from the structural engineer pointing out that the snow loads were what not was required for [redacted] County and that they needed to be changed. On the 16th of July, I sent Mr. [redacted] an email saying that he had never gotten back to me regarding the wind speeds and he replied that they were 110 mph 3 second wind burst.  I then asked him to show me on the plans where they stated that it was 110 mph wind burst and he then apologized to me for not seeing that the snow loads were not correct.  I then sent Mr. [redacted] an email on the 20th of July stating that I needed the status of the issue with 110mph wind speed.  He finally got back to me stating that it would take another 10-15 days in the state.  I immediately replied to him stating that we would miss the peak selling season etc.  His response was that I made the changes and that he was taking care of it for me.  I then informed him that it was a mistake from their building center and that being the purchaser, I was not responsible for the plans and I had reiterated the fact that he had previously asked me for the building dept phone number for [redacted] County.   Mr. [redacted] then told me that it was going to cost me $100.00 to resubmit the plans.  I argued back that I was not the builder and it was not my responsibility to make sure that the home was built to code.  I also said that I felt as if he had never really paid attention to me and that I had informed him weeks earlier and nothing had been done until I kept pushing the issue with him.  At no point in time did he ever say that it was my responsibility as a consumer to verify the building requirements when they had asked for the building dept's contact information.  So, with Mr. [redacted] not getting back to me and me having to continually follow up and demand that I have answers, it delayed the project by at least 5 weeks.  Two weeks in which he did not react to the email that I sent him and another 3 weeks for the new plans to be submitted.   We finally received the prints on the 12th of August which was a Friday.  [redacted] County building dept is closed on Friday so I got the building permit application on Monday and filled it out and was going to take it into [redacted] on Tuesday when I went there for work.  When I got there, the county informed me that I would have to have my move and set contractor submit the permit and be the General Contractor (GC).  So on Monday I called Mr. [redacted] and asked him for the information for the move and set contractor.  On Tuesday, the 16th of August, I emailed him saying I really needed the information as I needed to get permits drawn up.  It was then that Mr. [redacted] finally replied to me saying who the General Contractor was and that he did not have the correct license and needed to renew it.  Mind you, they had been up at the property on 5/21/16 assessing the lot, knowing that it was in [redacted] County.  I asked him if that was why he had asked me for the building dept's contact info and he replied no, that was for the build center. (Hence they needed to know the requirements for the building and had the contact info)   So, on the 16th, I forwarded Mr. [redacted] and [redacted] all of the pdf's for the building permit etc so that they could fill them out and get back to me so I could get the building permit submitted to the county.  On Wednesday the 17th, he told me they were going to get their licensure taken care of.  On the 19th I emailed the contractor directly explaining that I really needed the permit because I had contractors who were trying to fit me into their busy schedules.  I still had not heard from either Mr. [redacted] or [redacted] on the evening of the 19th of August and explained to them that if I did not hear from them by Monday the 22nd, that I would find my own contractor and they would then pay the difference.  So, on the 22nd at 9:00 pm I sent another email explaining that I had still not received any information and also giving them the fax number and contact number again so they could finish the permit and we could have it in by Tuesday the 23rd.  I did finally get the permit submitted but that was after a week of talking with them and trying to get the contractor situation figured out as this contractor was also going to be setting another house in the county for Mr. [redacted].   Once again, a week of delays due to them not being prepared and aware of the local building requirements.  On the 29th, he asked me if I had the permit yet and I said that the county told me 2-4 weeks for plan review.  During that time, we had framers lined up and then lost them due to them getting busy as everyone in [redacted] county was trying to get their plans in before it got too close to winter and it would be too cold to build.  During this waiting period, I was explaining to Mr. [redacted] that we were ready and trying to get a framer because they were all canceling on us due to not having the plans from the county.   He told me on 9/9 that it would only take 15 days once we submit it to production and that he recommended waiting until we actually got it from the county. I finally called [redacted] on Oct 6 and he informed me that they had received the permit.  I could not pick it up until Tuesday the 11th.  On October 12, I called Mr. [redacted] and told him that we had the permit and we talked about the framers, I had two that were lined up I just hadn't cemented the deal with them yet.  He told me he was going hunting and that I needed to do it quickly so he could get the order in.  So, at 12:04 pm I went in and told him to order it.  If you would like, I will be more than happy to try and get my cell phone records to account for my phone conversation with him on this day at that time.   I also asked him for an expected delivery date.  I did not hear back from Mr. [redacted] until the 20th of October. In which he said that he ordered it and we would be looking at a Dec 1st delivery date.  I then asked why it was so delayed as he had been telling me continuously that it would only take 15 days for production. Now, all of a sudden it was 6 weeks out. He then confirmed with me that delivery would be around the 1st of Dec and that I needed to make sure that I was ready.  I told him that I did not remember a conversation about 6 weeks that it had and that even 4-5 weeks would have put it in the middle of November since I had communicated him the order on October 12.   I did inform him that all of the framing would be done and that there would be electricity to the site.  Mr. [redacted] then sent me the final documents that he wanted me to sign on the evening of the 20th of October.  I informed him that he had my name spelled wrong and that he did not have on the spec sheet that I needed the siding to be shipped loose added on.  Previously, if I did not double check things in the past, they got overlooked and we needed to ensure that we had the correct siding.   I did not hear anything from him and sent him an email on 10/23 that said I had not seen the corrected paperwork regarding the siding etc.  I heard from Mr. [redacted] on the 10/24 that it would take a while to get the information from the build center for the siding. I finally received an email on 10/30 on the costing of the siding. However, he had not changed the information that he wanted me to sign so I reiterated that he still had my name wrong and that the siding was not included on the sheet which it needed to be. He did finally get the correct information to me and I signed it and got it back to him by 5:52 pm that day.   So, therefore, he claims that I did not return the paperwork to him until the 30th but yet, I have emails showing that I needed him to complete the information and get it to me properly with correct names on it as well as the correct information. I sent the confirmation order for Mr. [redacted] to order the modular on the 12th of October.  He did not order it until the 20th of October per [redacted] the production manager at the plant.  Why was it not ordered when I told him to?  I immediately sent him the email after talking to him and he chose to not do anything about it and went elk hunting.   Once again, another 1-2 weeks delay due to him not responding or reading my emails.   I did not continue to move the order date.  I followed Mr. [redacted]'s advice on when to open it and followed through as fast as I could when I had the plans, permits, etc.  Due to the delay in getting the plans from the state and the delay in finding a suitable contractor, the plans went in late to the county which had a snowball effect as all of the other contractors in [redacted] County were trying to get their plans signed off and the inspector could only do so many a week. It is Mr. [redacted] who has consistently had a delay due to him not reading emails, not ensuring contractors were licensed and not having the paperwork correct before I signed it.  Mr. [redacted] states that the contract said that they could not be held responsible for delays that were out of their control.  There is at least 6 weeks that it was delayed due to Mr. [redacted] not reading his emails, me getting upset at him and constantly emailing him or just flat out not filling out paperwork when I continued to tell him that it was not correct.  If a contract does not have my proper name on it should I sign it? This whole time, Mr. [redacted] kept insisting that everything had to be "ready "ready".  If for some reason we would not be ready, the plant would charge us a fee of $30 a day storage for everyday it could not be delivered.  We were ready for it to be delivered on 11/14/16.  As I had said, I sent him the order to order it on October 12, and he had consistently told 15 days to be delivered.  I sent him an email that day and did not hear from him.  I then called the factory myself and found out on 11/16/16 from [redacted] that construction would be delayed until late January early February.   So, I now have 3 months of waiting, wood sitting in the elements with no house, porta-potties I have to pay for with nobody using them and I have no recourse???  I responded within days each time and had to push to get any response or action back from Mr. [redacted] as you can see in the emails.   He sent me an email on 12/2/2016 saying that he still did not have a date.  I replied with saying I wanted to charge them for my time, my storage of wood that I had to take care of, electric bills that had to be paid and I got no response from him whatsoever.  I have had to contact the plant and have CC'd Mr. [redacted] on the emails as I had not heard from him until the 17th of January.  As you can see, I have had to deal with the plant on information regarding microwaves, tile dimensions etc.  Mr. [redacted] was not doing any of this. He is now contacting [redacted] (who is the contractor that is working underneath [redacted]'s  license) letting him know about a possible delivery date, As for adding the options, I had no choice.  I had to add the countertops back on due to the delays, we were not going to be able to sell the house for what we had in to it so we would probably have to rent it out to make some type of income and I was not going to put $4000 worth of countertops in a rental house.  The siding that was added was part of our original contract that we signed in May and he knew that we would be requesting that.  Yes, I have been emotional throughout this process.  In July, homes that were comparable to this one were selling for $375,000.  They are now in the average area of $325,000 which I can verify through a realtor.  My husband and I cashed in our 401K's to start this business and he quit his job so that he could be there to do a lot of the work.  We went through our savings waiting on all of the time constraints and he eventually had to go get a job and ended up having to take a position in [redacted]., which has separated the family. Due to the delays, we have had a serious loss of income, carrying costs on the loan that we took out to finish this project, monthly charges for port-a-potties which are required on any job site and of course, lost contractors due to not having the modular delivered.  Let alone the stress of dealing with the company and finding out that it wouldn't be delivered until February.  This has affected my marriage, my children and my professional life in that I could not just concentrate on my own job as this is always waiting for me in the background.  As you can see from the emails supporting all of my complaints and the delays, these delays were due to Mr. [redacted] as the [redacted] of Premium Living Inc. not living up to his end of the contract.  He caused the delays which then in turn caused us to be caught up in the commercial contract.  Which then in turn, delayed the project by another three months.   
Sincerely,
[redacted]