Rod Martin's Complete Basement Systems

I would like to first start by noting that during a visit to the consumer’s home on July 12th, at 12:00pm, it was our understanding that all items had been resolved and an action plan to rectify any additional work at no cost to the consumer had been identified and agreed upon This conversation and action plan did not include any discussion about additional money off the cost of the project promised by the engineer, nor did it include any disagreement about charges for the permitting of the project through the city of Arvada Our Production Manager was the company representative who met with the homeowner and directly following the conclusion of the meeting notes were entered into our CRM database from his iPad This is reflected in attachment "Revdex.com Complaint Case # [redacted] - J.***_Customer History - 2016.09.19"With regards to the consumers notes about the contract not itemizing what they were being charged for please refer to attachments "Revdex.com Complaint Case # [redacted] - J.***_Waterproofing Contract - 2016.09.19" page where the price for the Sump Pump system is clearly noted Also refer to attachment "Revdex.com Complaint Case # [redacted] - J.***_Foundation Contract - 2016.09.19" page where the entire project is itemized per quantity and costWith regards to the $discount/credit promised by the engineer, this was not communicated to us by the engineering company We are happy to adjust the invoice to include a credit of $and will do so immediatelyWith regards to the charge for the project permit, this is a non-negotiable charge Yes the city has a flat fee that they charge and we do add in a markup for the overall management process We have individuals on staff whose responsibilities include, but are not limited to, working with city offices to pull permits, schedule projects and walk through procedures, as well as arrange final closure of the project It is not as simple as pull the permit and walk away On August 18th, at 4:48pm one of our staff members contacted the homeowner to schedule the final walk through of the project with the engineer and the city of Arvada; we left a voice mail as no one answered the phone On August 19th, the homeowner contacted our office and informed us that they would contact the city of Arvada to schedule to final walk through so that it was more convenient for them to comply with multiple different schedules on their end We have confirmed with the city of Arvada that the final walk through was scheduled and the permit has been closedTo finalize this, [redacted] Complete Basement Systems will credit $to the homeowner’s final invoice for the miscommunication from the engineering company about any discounts not disclosed The permit fee is non-negotiable and the homeowner is expected to pay the remaining balance of $ We were notified Sunday September 18th, that a payment was mailed in for the final balance less $for the items disputed This leaves a remaining unpaid balance of $Again, to our knowledge everything the homeowner was concerned about had been resolved on July 12th, This complaint is null and void and should be removed from purview as everything was resolved during a prior meeting Thank you, RS

By our account the [redacted] issues were resolved and she is happy now

By our account the *** *** issues were resolved and she is happy now

We'd like to address this point by point."The concrete was removed and replaced by a concrete contractorBut I have received no response from the Rod Martin Complete Basement company about the completion of the
concrete or the quality of the new work." - This is simply not trueWe have call records showing we left voicemails, one on 10/25/at 11:07AM and the other on 10/30/12:28PM asking about the job and if she was pleasedSince she never called us back, we figured she was happy with the workWe can provide the call records if neededIn the future we will call until we get a hold of someone."They have also not responded to the other issues raised in the complaint, including the number of calls and number of months necessary to contact them and have them agree to schedule the concrete replacement." - We have a long record of communications and playing phone tag with *** which is partly to blame for the time frameThe other factor involved was our concrete contractor was overwhelmed during this time of the year and fell behindThis is not her fault by any means but contributed to the longer than average timelineTo resolve this issue we have since switched concrete contractors."They did not respond about the poor quality but high price of the epoxy from crack filling" - All of our pricing is done upfront before any work is startedIf *** had an issue with the epoxy pricing it should have been addressed before any work was startedIf there are outstanding issues with the quality of the epoxy work we'd be happy to send out a manager to see if something needs to be addressed.“I also want other potential customers to know that follon warranty issues are not a priority for Complete Basement Systems and will involve hours and hours of your time and maximal frustration and run-around.” - We take our warranty work extremely seriously and are on top of these issues as they ariseDue to the phone tag and concrete contractor issues this timeline was longer than normalThis has been resolved by us changing to a new concrete contractor and can provide a list of all our attempts at communicating with ***.If there are any other issues that need addressed we'd be happy to send out a manager to speak with *** directlyWe want all of our customers to have a wonderful experience with us and when we miss the mark we will do everything within our power to make it right

I would like to first start by noting that during a visit to the consumer’s home on July 12th, at 12:00pm, it was our understanding that all items had been resolved and an action plan to rectify any additional work at no cost to the consumer had been identified and agreed upon This
conversation and action plan did not include any discussion about additional money off the cost of the project promised by the engineer, nor did it include any disagreement about charges for the permitting of the project through the city of Arvada Our Production Manager was the company representative who met with the homeowner and directly following the conclusion of the meeting notes were entered into our CRM database from his iPad This is reflected in attachment "Revdex.com Complaint Case #*** - J.***_Customer History - 2016.09.19"With regards to the consumers notes about the contract not itemizing what they were being charged for please refer to attachments "Revdex.com Complaint Case #*** - J.***_Waterproofing Contract - 2016.09.19" page where the price for the Sump Pump system is clearly noted Also refer to attachment "Revdex.com Complaint Case #*** - J.***_Foundation Contract - 2016.09.19" page where the entire project is itemized per quantity and costWith regards to the $discount/credit promised by the engineer, this was not communicated to us by the engineering company We are happy to adjust the invoice to include a credit of $and will do so immediatelyWith regards to the charge for the project permit, this is a non-negotiable charge Yes the city has a flat fee that they charge and we do add in a markup for the overall management process We have individuals on staff whose responsibilities include, but are not limited to, working with city offices to pull permits, schedule projects and walk through procedures, as well as arrange final closure of the project It is not as simple as pull the permit and walk away On August 18th, at 4:48pm one of our staff members contacted the homeowner to schedule the final walk through of the project with the engineer and the city of Arvada; we left a voice mail as no one answered the phone On August 19th, the homeowner contacted our office and informed us that they would contact the city of Arvada to schedule to final walk through so that it was more convenient for them to comply with multiple different schedules on their end We have confirmed with the city of Arvada that the final walk through was scheduled and the permit has been closedTo finalize this, *** *** Complete Basement Systems will credit $to the homeowner’s final invoice for the miscommunication from the engineering company about any discounts not disclosed The permit fee is non-negotiable and the homeowner is expected to pay the remaining balance of $ We were notified Sunday September 18th, that a payment was mailed in for the final balance less $for the items disputed. This leaves a remaining unpaid balance of $Again, to our knowledge everything the homeowner was concerned about had been resolved on July 12th, 2016. This complaint is null and void and should be removed from purview as everything was resolved during a prior meeting Thank you, RS

Complaint: ***
I am rejecting this response because:It is clear that the business does not want to take responsibility for their their failingsThe cement company was not the one to delay responses to calls or schedulingThat was the company I called and paid directly, Rod Martin's Complete Basement SystemsAnd blaming me for not being able to answer the phone at all times, but when I call back 20-times no one solves the issue, proves the point I am makingThis company does not take warranty issues or customer service seriously.If the blame the customer for a long response time to warranty issues after the customer called the company 20-times during business hours over the course of months and the company could not resolve the issue in any of those individuals calls, then this is certainly an issue of shirking responsibility for responding to warrantly issuesMany customers like myself have jobs that are exceedingly time intensive and calls cannot be taken at any timeTherefore, I must call when I canMost companies with a strong customer service ethic can solve problems for customers when they callIt is not the case at this company even after 20-callsSo I think other potentail customers should see this complaint and set of responses so they can choose for themselves if this is an company they want to deal with
Sincerely,
Dr*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have paid the invoice in full 7,
Sincerely,
*** ***