Quality 1st Basements

[redacted] Thank you for taking the time to communicate to us concerning your experience with our customer service department.    We sincerely apologize for any frustration or inconvenience we have caused to you. We take great pride in assuring we are providing the best...

service to our customers; therefore, we greatly appreciate the feedback to help improve our customer experience.    I will personally take the time to evaluate how we can prevent this from happening to any future customers. I have removed you from all of our calling and mailing list as well.     Please accept our deepest apologies and we hope to provide you with our services in the future.   Sincerely,   Shatira L** Appointment Center Manager

Complaint: [redacted]
I am rejecting this response because:
I believe that I'm being more than negotiable with asking for 3000, I was originally asking for the total amount of the repairs which was well over 6000 which I sent your company the receipt. So just to avoid further back and forth I asked for roughly half to avoid litigation, which is timely and unnecessary because it's clear that the work was done incorrectly. I even went a step further to go down to less than half in good faith just to resolve the issue immediately. Trying to further negotiate for a lower payment is just greed. A 600 dollar difference does not make a difference for your company, which makes tons of money per year. On the other hand, I had to incur a bill of $6500 on top of what I already paid your company and loss of time at work, which makes me come out the loser clearly in all this. So I clearly have paid for this four times over easily. If you really would like to be done with this situation and would like to move on from this, settling at 3000 is more than fair. Accept this and you can just forward the check to my home. You know the address from your records and from the receipt I sent to your company. If for some reason you need the address, email me and I will forward the information.
Regards,
[redacted]

Mr. [redacted],Thank you making an offer.  I appreciate you wanting to work to a resolution.  Resolution is certainly what we want to find and a resolution that both parties can live with.  I would be willing to bet that when you decided to tackle this project you researched a company or two other than ours and you picked ours for a reason as so many other people do.  I am sure you saw that we are rated well in many places but most importantly the Revdex.com.  I want to make sure you know we want resolution and we want for us to both move on from this.  Our staff is dedicated to helping homeowners and doing everything they can to ensure customer satisfaction.  I also know that sometimes a mistake or a missed follow up can happen.  I also know when we do, we go above and beyond to make things right as quickly as we can. As I noted in my last response I certainly have no concern with paying for the item from the DOB.  I reviewed the DOB notice paper work again and they requested a return to original and for you to hook your roof drains to the sewer (house trap).  This is where storm and sump water can be located.  They are often done to the outside if the water does not impact neighbors, street, etc...Unfortunately neither you or I can know exactly how much water the pump will pump until we observe it.  How fast does it make its way through the soils, how heavy was the rain, or how wet or dry was it when it rained??  So if we discharge too much water we can utilize the sewer system.   This is where the plumber comes in to hook up to the city sewers.  I listed below a number of places where this is listed in the code for your reference.  This is why we suggested the plumber we did and we would be happy to pay his fees.  I appreciate your offer of $3450.00 as a means to settle, however we cannot accept this.  I would like to propose the following.1.  monies paid to the DOB I will pay (apoligize I dont have the copy of the paper work with me I am out of town)2.  You invoice shows $800.00 for the plumber.  I will pay.3.  $1000.00 in good faith to find resolution.  Ill explain why I feel this is a fair means to resolution.  I certainly do not want a customer to pay the DOB after the job is done.  However please keep in mind part of this note from the DOB was also for your roof drains.  We had agreed to pay the plumber we originally tried to coordinate with you.  Although he may have cost us less, this is what you paid your plumber.  I know my number of plumber and DOB items is far from your request.  So I added a $1000.00 as a good faith to come to some middle ground and allow us all to move on. I look forward to putting this item to bed as I am sure you do as well.  I will prepare the check as soon as I hear back and we can mail or have a service technician hand deliver it.  Thank youRobert C  P108.6 Drainage Below Sewer Level.- (a) Drainage from parts of the drainage system that cannot drain into the gravity system or, where the plumbing design does not indicate drainage into the gravity system, shall be disposed of through sub-building (subhouse) drainage systems. The discharge from the ejector or sump pit shall be through a connection located on the street side of the building house trap. The discharge from non-vented, clear water sumps may be connected to any point in the gravity drainage system.

Complaint: [redacted]
I am rejecting this response because:
The work you did was ILLEGAL and not permitted by NYS building code. The work you did was done incorrectly and you showed me drawings of my house as if they were true drawings being submitted to the city of ny. My neighbor brought it to my attention that the work was done wrong and it should not look the way it did. I called your company and you tried to charge me to correct the work you did wrong and illegally. I refused to pay to fix work that your company did wrong. I later then received a summonse from the department of buildings stating the work was done wrong and illegally. I contacted your company immediately and your company refused to amend the problem. Your company again tried to make me pay for the work to fix it to code. After many conversations over the phone, I agreed to let your master plumber amend the issue and he never attempted to come to my home or fix the problem. I called him quite a few times and called Juan to tell him. He procrastinated on getting the plumber to my home to fix the summons. On my last conversation with Juan, I told him if he did not get someone to fix the problem I will hire someone at the company's expense. I am was on a deadline to have the work fixed to code. I sent a copy of the summons to Juan and he knew what date I had to go to court. I sent a copy of the bill to your company as well. YOUR COMPANY STILL HAS DONE NOTHING TO PAY FOR THE WORK DONE. This has been an ongoing thing that never seems to get resolved. By your company coming to my home and "inspecting" work that has already been done by another company resolves nothing. A copy of the bill paid in full is sufficient enough. I as a consumer, do not have to show the company who refused to come and fix their illegal work, the work of another company. The work was done, the bill has been given, now pay. The ticket I received from the department of building is proof that Quality 1st did their work wrong and illegally. If I so choose, after giving that company a chance to amend their work and they refuse, I am allowed to hire another company to fix the illegal and incorrect work at the expense of the original company. I gave your company a reasonable amount of time to fix the issue. You chose to ignore and/or tried to charge me for the work.
Regards,
[redacted]

[redacted]Thank you for reaching out. We appreciate the feedback. I am going thru our database and I see both Juan G[redacted] and Ken P[redacted] have reached out to you via phone and email. I want to tell you we are here to help. Juan and I have spoken and he will be reaching out to you again to...

discuss your concerns. Thank youBob C[redacted] GM

I just want to clarify.  You are requesting $3,000.00 in total and this covers all items.  If we agree to this you will sign a document stating you accepted this and no other monies are owed etc..

Complaint: [redacted]
I am rejecting this response because:The issue has not been resolved.  I have given this company numerous chances to fix the issues that they caused and to correct the work they did incorrectly.  They procrastinated and I could no longer wait for them to fix the work they did.  I allowed them to try to use their master plumber to fix the situation but they failed to get him to the house and correct the violation.  Therefore I was forced to hire another contractor to fix the work and the other contractor did so.  I supplied Quality first with the receipt for services rendered and now they want to come to my house for no reason.  Coming to my residence does not make any sense because there is nothing for them to fix because it has already been corrected by another company which I paid for.  Their representatives, Juan and Mr. M, are not licensed contractors but rather just sales representatives.  Again, there is no reason for us to meet in person.   All Quality 1st does is procrastinate with resolving this issue.  I have sent them a resolution to negotiate and avoid litigation, but all they do is ignore what I say and do not answer the negotiation question.  I asked them to just let me know if they agree to the negotiation or not.  I also gave them the option to pay for the work that was done to correct the incorrect work they performed and they still have failed to do so.  They can just mail the check to me at my home address.  They have no problem accepting payment for the work over the phone but want to meet in person for unknown reasons.  Once a company refuses to correct their work and the customer hires another company to finish the work, there is no reason for Quality 1st to check their work.  They do not know how to do the work properly and are not licensed to inspect work. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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] P. S. I was just going to send an email to Mr. Gonzalez to find out where we stand on my problem and low and behold I received your email notifying me of Mr. Cherry involvement, I will let you know what the out come is.

[redacted],FYI - The release was sent to the customer last week.  We are awaiting notification that its been signed and notarized before we hand deliver a check.  i think we have established resolution we are just awaiting paper work at this point.

To Whom It May Concern,As stated in the complaint we did work with the customer for about a year to get the ball rolling on this project.  The customer and their neighbor were going thru the legal system to resolve some matters.  Thru this process it delayed the project start times...

multiple times.  It is unfortunate these delays happened, but it was part of the process.  Since then, a project review of our engineer has begun on one of our projects.  While this review is in place we are not to do any similar work at this time until the review is completed.  We understand the sensitivity of this project to the customer, so we refunded their deposit in full so they may proceed with work from another contractor.  We do not know the length this process will take nor felt it necessary for the customer to wait.  I certainly understand their frustrations and apologize.  Quality 1st has refunded all monies to the customer.