R W R Plumbing, Inc.

And I have provided proof that your company is lyingIf you feel the need to drag this out longer, we can do thatOr, you can simply understand that someone was mistaken when they came up with that over 1k figure to "clean" the houseDo what you mustHave a great day.
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

I have never met this person We have dealt with his wife for the last couple of years, who was our tenant Later when she moved, with daughter and husband she asked us for multiple estimates Some work was done last year Later this year, she asked us for detail estimate for
a loan they were taking out on the house The complaint written is pure fiction Please show the requests in writing for detailed breakouts, etc Instead I'll show you estimates and SIGNED contracts for the work Three sign offs for work We were told to work with their year old daughter, since both were busy First, they asked for an estimate for a variety of work Then asked to do one part, then another when the work was started, and then added on a third part.ALL WORK WAS SIGNED OFF.We gave them a pay plan for the work over several months.After two months, the husband enters the pictureAll of sudden there is a problem with the work and the priceHe basically accused us of 'ripping' them off with both quality and pricing of the work I must reiterate that he was NEVER involved in any of the phases of work, from estimates, when the work was done, etc Now he comes out of left field complaining about getting ripped off In retrospect, HE should have been involved from Day One Then we wouldn't have a problem now If he didn't like the price for the work, say so BEFORE we start the jobSimply say NO, it's too highAnd if there is a problem with the workmanship, don't call up and 'demand' to talk to the owner.Again, please provide emails TO this company to document your complaint

Hi ***,Sorry to bother you againI just looked at the pictures they provided to the Revdex.com with their return complaint. Yes, there were a few boxes left in the houseYou can hear me say so in the videosThe refrigerator was cleaned when we leftSo, I'm unsure who's house that wasThe "horrible" pet smell that was left in the house?? Really?? I did have dogsOne was revoked when we mived to Reilly because if lack of spaceThe remaining dogs are oldLike years oldThere was cats there as wellIndoor cats that all have their own liter box that's cleaned dailyMy headaches are triggered by smellsI cannot have any odor around meIncluding gross dog smellIf you would like my medical records that say so, I'll be more then happy to privide you with a phone number to my disability lawyer and she can offer you AND the Reillys any info they need. I'm extremely tired of being bullied by these peopleI'd like my money back and to move onIn the videosI said, I'd be more then happy to cover the cost of the blindsI will do soPlus, the $cleaning feeNo where in the world is a cleaning fee 1kAlso, I'd like proof of the iverage charge they are talking aboutLike previously statedALE solutions received multiple phone calls from me about thisIf you would like their contact informationI'm happy to pass that along as well as *** ***r from ***Also, *** *** from *** ***Who is our contractorHe's been in the loop since this all started and can vouch for having to remove us from the home quickly

Consumer respondedSee attached.Consumer response copied and pasted below by Revdex.com staff 12/28/15.MEMORANDUMTO: *** *** Supervisor Revdex.com serving Greater Cleveland (Revdex.com) FROM: *** *** ConsumerRE: Final Rebuttal to Reilly Painting and Contracting Response to Complaint #*** Date: December 27, 2015I received the Reilly rebuttal on 12-23- My response is as follows:The statements in the document I submitted to the Revdex.com for processing to the contractor dated 12-18-are NOT FALSE The tone of the 12-23-contractor response suggests that I am lying, which is an utterly baseless supposition -I have lived in this house for over years I know it intimately The original ceiling in the kitchen before the construction was intact The walls of the alcove before painting were also intact and not properly prepped Additionally, I was on site every day of the 7+ month project I know what I observed and experienced; I know what was said about me and to me about project issues I made it abundantly clear to all parties from start to finish in writing and verbally that I would be involved in all aspects of the project, including requests for clarification and answers to all questions/concerns.-I used the decorator consultant and she was briefly helpful to me in the staof the project, especially in picking out flooring Never having completed such a project before, I was definitely overwhelmed in the beginning I then became confident in my knowledge base and design decisions I indicated to the supervisor that I no longer felt the need for this individual’s services, which was my right.-The *** *** kitchen designer used by the contractor “padded” the designs and added many items that I never requested The supervisor was present with me at that meeting and apologized to me for the occurrence, saying *** *** employees work on commission and get “end-of-year bonuses” I chose another cabinetry vendor at that point which was my right Additionally, because the design process was protracted I was billed $by the contractor That cost was immediately paid in full It was my understanding that the cost included the services of the decorator and the time of the supervisor.-The floor vent repairs involve a wooden floor vent that must be recessed The contractor has only offered a surface vent which is not of the same material and will not be an appropriate match for the new hardwood flooring To the best of my recollection, I signed no document related to the vent as indicated by the contractor and have no such paper copy in my possession The required repairs are beyond what is being offered by the contractor.-The owner was only on site for the bid process (4-5-14) The last time the supervisor was on site was 3-2- The last time workers were on site were 6-15-in advance of the additional problems that arose in September There was no final walk-through by the supervisor at project conclusion The original contract for the project was $45, I paid an additional $8,on demand as requested in full when additional costs were incurred For almost $53,there should have been a final walk-through There should also be an ongoing service-oriented attitude toward any problem or follneeded during the warranty period.-Cabinet installation is warranted The cabinets could not be installed in the new design areas without the construction of the new soffits The soffits are part of the cabinet installation and therefore under warranty The pictures portray an exact indication of the poor workmanship of the new soffit construction I am certain that both the owner and the supervisor would not tolerate the final status of the newly constructed soffits as they currently exist, if this was in their own home By not offering to repair the soffits the contractor is violating the warranty.In conclusion, although I attempted dialogue it has been consistently denied The tone of the owner’s response is abrasive, unprofessional and is bordering on being personally abusive It is irrelevant to the final outcome whether there were challenges in communication The items of the Revdex.com complaint represent sub-standard work and must be made right The owner cannot offer to complete minimal tasks without addressing all problem areas. I no longer feel comfortable having any repairs completed by this contractor I do not believe that the contractor truly has my best interests at heart The only option for me is for all repairs to be completed by another vendor as indicated I expect a refund of $in full If a refund is not provided, the complaint remains unresolved and the contractor did not fulfill his contractual obligations to me the customer, with all due diligence

Business responded to rejection.  See attached.Business response also copied and pasted below by Revdex.com staff 1/6/16.January 6, 2015 I am writing our final response to complaint ID [redacted], filed by [redacted]. In this case, the customer's husband, [redacted], was unhappy with the contract amounts that his wife, [redacted], had signed off on. It was [redacted] who contracted with us for the work in question. It was [redacted] who signed the contracts and the pay plan agreement for the work. Both documents clearly stated the charges for the work and the extra work that we had agreed upon. [redacted] was in constant contact with our foreman for the duration of this job. If she had a question or issue with the contract amounts, she had every opportunity to make that known to us. She did not, and subsequently signed the contracts. If she had a question or issue with the quality of the work done, she had every opportunity to make that known to us. She did not. We have provided the Revdex.com with copies of all email communication between Reilly Painting & Contracting that support our position. If what [redacted] has set forth in his complaint, that the quality of the work "was very poor and did not justify the exorbitant amount estimated and signed for," was an issue during the job or soon after, it should have been brought to our attention by our customer, [redacted]. It was not. Both [redacted] and her adult daughter [redacted], who were actively involved in hiring us and following the work on the contract, expressed satisfaction with the job and have been making monthly payments per our pay plan agreement with them. I think this speaks for itself. We had no dealings with [redacted] on this job, prior to his filing a complaint with the Revdex.com. Please note that the job was basically finished in mid July, except for a touch up that was done in the 1st week of August. [redacted] contacted our office on September 14th...2 months later! In summary, we would like this complaint withdrawn. In addition, we do not expect our rating to drop for an invalid complaint hinging on what appears to be a case of buyer's remorse. Regards, Kathleen M[redacted] Customer Relations Reilly Painting & Contracting

The complaint is not just that the amount charged for the work was exhorbinant, but that the quality of the work done was very poor and did not justify the exhorbinant amount estimated and signed for. We are paying the bill as discussed with Reilly Painting. However, I do not feel that Reilly Painting is digesting our stated point that the work done does not justify what they charged. Much of the work was subcontracted and done poorly. The contractor did not address our statement that we have a deck that appears as though it was not stained professionally. I submitted pictures that document this fact. It is unfortunate that Reilly Painting will not see that the quality of their work done in this case is poor and that offering $200 off of the bill does not leave us with a deck that looks professionally stained; unprofessional conduct by Reilly Painting in this instance. Revdex.com: This back and forth posting of emails from former client and contractor does not accomplish anything as far as resolving the complaint, at least in this instance.

We were contacted by [redacted] near the end of April to help find [redacted] and her family a furnished short term rental while her home was being repaired due to fire damage. The rental home she selected is located on [redacted] in [redacted], right next door to our office and less than...

500 feet from her damaged home. [redacted] was thrilled to find a home so quickly. Our team was able to move her in in less than 48 hours. From what it sounded like, she was very happy to get out of a hotel and into a home that was not only bigger and furnished, but a place that accepted all of her pets (around 4 dogs and a few cats). Landlords in [redacted] rarely accept more than 2 pets, but we decided to bend the rules because we knew she wanted her pets close with her throughout her stay. A few days after she moved into our home, we started receiving complaints from her that things in the home needed to be repaired. We quickly got over to the house to fix the problems and she was incredibly grateful. We always gave her notice that we'd be arriving at the house. She never complained.Unbeknownst to us [redacted] was not at all happy with our work even though she mentioned how great it was to work with our staff who is known for being quickly responsive to all house complaints. After a few weeks of staying in the home, [redacted] decided to vent her frustrations on our Yelp business page lamenting over how things in the house were not up to HER standards (too small of a bathtub, uncomfortable beds, pets being distraught over being in a smaller home, etc). Playing the victim is what [redacted] has shown us. In that Yelp review she also personally called out one of our employees on her lack of "friendliness" towards [redacted] (apparently when someone doesn't smile at [redacted] she takes that very personally). The owner of Reilly Painting and Contracting, Mike R[redacted], called [redacted] and told her to take down the Yelp review. We also had to contact [redacted] to report that [redacted] was behaving inappropriately towards our staff. Because [redacted] felt like she was being "attacked" over her Yelp actions, she and her family decided to vacate the premises. They simply packed up and left, leaving belongings behind and NOT cleaning up after themselves. Please refer to the attached photos showing how she left the home. The smell of her pets was so bad that many of our cleaning staff had to exit the property. We needed to use a good chunk of her security deposit to clean up the pet smell and feces left in the backyard as well as replace the furniture that her dogs damaged and remove belongings that she left behind. Furthermore, her utility usage was over the allocated amount, and her lease states that she must reimburse our company for any over usage. That amount also has to come out of her security deposit. Since her abrupt departure from our rental home, we have been repeatedly harassed online by [redacted] on our Facebook and Yelp business pages. In our opinion, [redacted] is simply venting her frustrations for not being catered to. Please find a few attached photos showing how the family left the home. We are happy to provide more photos and evidence upon request.

Reference: Revdex.com Claim # [redacted]
 
We are seeking an equitable settlement for misunderstandings, unmet expectations, and damages arising from the contract we signed with Reilly Painting and Contracting (RPC) on November 28, 2016.
Direct communication with RPC concerning these matters was unsuccessful. On December 23, 2016, we filed a formal complaint with the Revdex.com. We supported our claim with written documentation and photos.
 
We met with Mike R[redacted] at our home and gave him a list of projects. One of those projects was tuckpointing. We asked that the old mortar be ground out and that the new mortar match the original in both color and texture. That’s not what RPC did. When we questioned the workmanship, RPC said that we contracted for “basic” tuckpointing. Our contract did not specify “basic” tuckpointing. Therefore, the results were unacceptable.
 
The garage also needed painting, corner end caps, and light carpentry. The painting was started. It was not completed. All exterior work was put on hold due to winter weather and issues with workmanship.
 
Another project on the contract was floor refinishing. RPC deleted floor refinishing from our contract because one of the rooms was carpeted and they found staples underneath it. The contract did not state that floor refinishing was conditional. When this item was deleted from our contract, we expected a price adjustment. Needless to say, we didn’t get one.
 
When painting the interior, RPC workmen got paint on furniture and other surfaces. There were also holes in the wall that weren’t there before. If our contract with RPC had stated that they were under no obligation to protect our property and its contents from damage, we would not have hired them.
 
Our position is that we did not sign an open-ended contract with RPC that allowed the contractor to change the terms of the contract and scope of the work as we went along.
 
Despite these challenges, we still believe an equitable settlement can be achieved. We originally requested a refund of $2,350. RPC is insisting on keeping our $5,000 deposit and billing us an additional $1,303.64.
 
For the sake of compromise, we are willing to accept a refund of $2,000 for work that was prepaid but not completed and for damages that resulted from the work they did perform. If our offer is still unacceptable, please consider this correspondence your notification to escalate our complaint to Revdex.com mediation and arbitration. We look forward to hearing from you regarding our next steps.
 
 
Respectfully,
 
[redacted]1

Business responded to complaint.  See attached.Business response also copied and pasted below by Revdex.com staff 12/17/15.December 17, 2015 I am writing I n response to complaint I D #[redacted] filed  by [redacted]  [redacted]. The job in question involved interior  painting, an extensive...

kitchen remodel and various items and upgrades related to a complete remodel of that size. According to the customer's complaint, which was sent to us on December 10, 2015, there is paint chipping in her kitchen ceiling, the kitchen floor vent we installed is "hazardous," and there is an issue with the soffits that are "askew." Firstly, the paint issue in the kitchen is not from painting that we completed for the customer. Neither the application method, nor the quality of the paint products used caused peeling or bubbling. An expert representative for [redacted], whose products we used for this project, went to the customer's house to inspect the areas in person. His findings were that "This was not a product failure and simply a case of a couple paint "pops" that we experience from time to time when repainting older ceilings in the area. Simply put, when paint dries to a surface, it will pinch or grab onto the surface. When the surface being painted is marginal, older or broken down in any way paint "pops" commonly occur. This is a simple fix of scraping the loose paint, lightly sanding the surface, mudding or plastering small areas, priming and repainting. To fix the ceiling would be a quick fix and maybe 1-2 hours of work." (*Please see attached letter from [redacted] stating their findings, Customer's name redacted for privacy). David S[redacted], our Senior Supervisor who oversaw the project, sent the customer an email dated October 21, 2015, explaining that the aforementioned soffit work was completed as agreed. There is no further work required on it. Also, he said that he would change out the vent cover with a lower surface cover, again, even though the customer had previously signed her approval on the vent cover that we had installed, which she now claims is "hazardous". And most importantly, he said that our guys would be touching up the paint issues on the ceiling; a professional courtesy and not a requirement. He went further, writing, "Let me know what day next week they can come to take care of these items for you." The customer's response to our offer was to file a complaint with the Revdex.com. Page l of 2 The customer states in her complaint that she has been "stone walled" and "beated down by this contractor." Onthe contrary, David S[redacted] was in contact with the customer nearly every day during this project. Once it wascompleted, her phone calls and emails were answered promptly.  Not only did we address the items that the customer brought to our attention, we offered in good faith to fix the paint issue, though it occurred through nofault of our own.  We accepted a gracious letter of thanks from the customer upon the job's completion, she evenbought our crew lunch a couple of times for all of their hard work.  That hardly sounds like a customer who has been "stone walled" and "beaten down" by this contractor.It should also be stated that the customer was extremely challenging to work with at times.  Severalsubcontractors, an interior decorator and certain representatives from local businesses refused to work with herdirectly throughout this process and refuse to work with her again.  We have been responsive to the customer viaphone and email; her claims that we have ignored her or left her complaints unanswered are simply not true.  Wewill not issue a refund for the work that we've done, as the customer has requested.  We have offered, in goodfaith, to remedy the paint situation and once again replace the vent that was previously signed off on.  That is the extent of what we can do.  The Revdex.com is in possession of all the correspondence we have provided thatcorroborates what I've set forth here.  If you have further questions, please let me know.SincerelyKathleen M[redacted]Customer Relations

To whom it may concern,We worked for [redacted] one time, in January of 2012.Work involved repairing siding on the house.  The cost was $625, and not the $900 she claims. Work was completed in April, 2012,  as we waited for better weather.Invoices was sent on several occasions....

 Phone calls made from our office to collect the balance.  Finally in September of 2012, [redacted] dropped off two postdated checks to our office to avoid small claims court appearance.  We can provide copies of those post dated checks, as well as numerous invoices.I have NEVER talked with [redacted].  All correspondence was with our office manager, Karen H[redacted], and senior roof foreman, Bob L[redacted].Please let me know if there is any information needed to respond to this complaint.Thank you,Mike R[redacted]

Timeline for the [redacted] Project
January 12, 2017
 
May 5, 2016
Mike R[redacted] and Brook R[redacted] gave Mr. [redacted] an estimate for interior and exterior projects. He approved the work and signed estimate sheet approving work. Brook R[redacted] even showed the [redacted]'s a show house they had been...

working on, to show how good our work was. They were very impressed and eager to start the work.
Customer did not want to proceed with the work due to a death in the family.
November 21, 2016
R[redacted] Painting received a voicemail from Mr. [redacted] that they would like to proceed with the work.
November 28, 2016
Work was assigned to Eric G[redacted], who is R[redacted] Painting's best painter. Eric started the exterior work on Monday November 28, 2016
November 29, 2016
Eric's crew continued the exterior work. Mr. [redacted] was satisfied with the work so far. Mrs. [redacted] was not happy that we were not doing a more detailed and high end tuck-pointing job, even though the original work was for basic tuck-pointing. David S[redacted] and Eric G[redacted] met with Mr. [redacted] to explain the tuck-pointing work, and explained that if they wanted a more high end job, it would cost extra. Mr. [redacted] understood and said that was fine. He requested a quote for a more high end tuck-pointing job which David S[redacted] gave him. At the end of the day, the Mrs. [redacted] asked for Brook R[redacted] to take over the project.
December 9, 2016
Mrs. [redacted] called and wanted to continue the work, but did not want Eric G[redacted] to do it, and requested Brook R[redacted] to be the foreman. Mike R[redacted], David S[redacted] and Brook R[redacted] met with Mr. and Mrs. [redacted] to explain the balance of the work left to do. Mrs. [redacted] was un-happy that the original quote did not include a more high-end tuck-pointing job, even though on November 29th, Mr. [redacted] said it was fine with him.
R[redacted] Painting could not complete the exterior work because since Mrs. [redacted] stopped the work, the weather was too cold to do any exterior work. If the Customer had not stopped the work on November 29th, the exterior work would have been completed.
December 12, 2016
Brook R[redacted] and his crew began the interior portion of the work, starting on the Master Bedroom painting, and prep work on the 2nd Bedroom. Mr. [redacted] asked what time the work would be complete for the day. Brook asked if there was a time that was good for him, and he said 5pm. Brook said that was fine, but told him that the Master Bedroom and 2nd Bedroom work would not be completed. Brook did a walkthrough with Mr. [redacted] and pointed out the areas that were still left to do (specifically certain areas on the walls still needed to be prepped, a final coat of paint needed to be applied on the Master Bedroom, and a section of the Master Bedroom carpet needed to be removed and floors needed to be washed) . Brook asked if he should call Mrs. [redacted] as well to explain what was left to do in the Master Bedroom. Mr. [redacted] said that wasn't necessary. Brook's crew left for the day and said they will be back at 8am the next day to resume the work. Mr. [redacted] was very satisfied with the work.
Another incident that happened that day was confusion on the hardwood floor re-finishing. The [redacted]'s were under the impression that refinishing the hardwood floors in the two 2nd floor Bedrooms were included in the original quote. Brook and Mike R[redacted] explained to Mr. [redacted] that only removing carpet in the Master Bedroom and washing it were included in the original work. Mike R[redacted] explained to Mr. [redacted] that once we could see the condition of the Master Bedroom floors, than we will be able to determine the cost to re-finish those floors. Brook R[redacted] had Mr. [redacted] sign an updated contract stating this as well as other items they wanted to remove from the original contract. Mr. [redacted] understood and agreed.
That night, Mrs. [redacted] left a voicemail at R[redacted] Painting complaining about why the Master Bedroom and 2nd Bedroom painting were not complete. She also complained about why the hardwood floor re-finishing was not included in the original work.
December 13, 2016.
Brook's crew arrived in the morning to complete the Master Bedroom and start the 2nd Bedroom painting. Mr. [redacted] said that there was a big problem. Mr. and Mrs. [redacted] asked why the Master Bedroom work was not complete. Brook was completely dumbfounded by this question, since he explained and SHOWED Mr. [redacted] what work was still left to do. Since he wanted us out at 5pm the day before, Brook explained that the Master Bedroom would NOT be complete. Mr. and Mrs. [redacted] also pointed out "damages" to the Master Bedroom walls and furniture. Brook explained to them that those areas on the wall were not damages, but items that were STILL LEFT TO COMPLETE! Mrs. [redacted] pointed out a tiny speck of paint on a bedside table and claimed that we ruined this table as well as another table that had a tiny gash in the wood work. Brook apologized for the speck of paint on the table but did not recall any of his crew ruining the 2nd table. Mrs. [redacted] then brought up the hardwood floors, asking why they weren't included in the original work. Brook explained that we could not determine a cost to re-finish those floors until we removed the carpet and furniture. She stated that we should've known what the floors looked like. HOW ARE WE SUPPOSED TO KNOW THE CONDITION OF THE FLOORS IF IT IS COVERED WITH CARPET AND FURNITURE. The Customer then fired R[redacted] Painting.
The constant theme in this project is Mrs. [redacted]. All of the work (from Eric's exterior work to Brook's interior work) was going smoothly with Mr. [redacted], but once his wife stepped in and started questioning everything is when things turned south. Mrs. [redacted] emailed Brook for an updated bill, asking how much of their $5000 deposit was left. After reviewing the hours, contract and materials, the [redacted]'s actually owe R[redacted] Painting & Contracting $1303.64.

At this point, there is nothing more for our company to say or provide. We have submitted all of our evidence related to the [redacted] property, given our side of the story, and provided information on how we came up with her security deposit refund.

Dear [redacted],             I am writing in final response to complaint #[redacted], filed by [redacted].                          Our response to this complaint has been comprehensive and well-documented. We have stated time and again, with documentation, our position in regard to this complaint. We have offered, in good faith, to remedy the paint situation and once again, replace the vent that she had previously approved. The Revdex.com is in possession of all the correspondence we have provided that corroborates what I’ve set forth in response to this complaint. All relevant emails, warranty lists and related documents referenced in support of our position, have been included in the aforementioned correspondence.              The customer has been unwilling, from the very start of this process, to accept our offers to address her complaints. If the customer was truly in search of a workable, fair solution, she would have accepted our offer. It should be noted that our offer to remedy these issues for her were made immediately after she brought them to our attention, prior to her filing this complaint. We immediately offered to take care of these issues for her. Rather than accept our offer, she chose to simply ignore our subsequent communication and escalate this complaint apropos of nothing. This is not surprising to us; it’s indicative of our experience in working with this customer.              In summary, the customer has not been accommodating of our immediate and repeated offers to remedy issues brought forth in her complaint. Our position remains the same. We will not issue a refund for the work done, as requested by the customer. There is simply nothing else we can do beyond what we have already offered. She is a difficult customer who is wasting valuable Revdex.com time on this claim and I trust it will not affect our excellent customer satisfaction record. Thanks for your time in trying to resolve this issue.             Regards,             Kathleen M[redacted]            Customer Relations                               Reilly Painting & Contracting                  Kathleen M[redacted]  ...

To Revdex.com, Inc. The bill that we sent to the [redacted]'s is an accurate amount of how much time we spent and the amount of work that was completed doing this project.  Sincerely,  Reilly Painting & Contracting