ROI Improvements

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I would like a copy of the construction permit obtained from the City of *** at the time the work is commenced
Regards,
*** ***

This project was completed prior to me coming on as the project manager, So at this this time I can not directly comment on the project.We have reached out to the customer to address the listed complaintsWe are currently scheduled to come out on February to correct all issues.***
***Project Manager

Hi Jasmine,We have the customers material ordered and ready. I told him that and he stated he doesn't want us to do the work. We will reach out to the customer to see if they want us to install the cabinets or talk about the refund process.Daniel Z[redacted]ROI Improvements, LLC[redacted]
[redacted]

We already have their windows made and ready for pick up Alumi-Cover. We are currently waiting for them to unlock our account for them to release their windows. I have their job assigned to Ray and he is waiting for materials and ready to install at a moments notice. Thank...

you, Ashley

The issue here is that thus consumer contracted us to repair their roof through insurance claim.  They signed a contingency agreement with our restoration division which clearly states in the agreement that once they have received the check they are to sign it over to us to have the roof...

repaired, they did not withhold their end of the agreement. Upon receipt of the check they utilized the check for personal reasons.  The employees in question did indeed handle the situation poorly and have since been let go, however, they simply wanted to save the clients in questions from us having to report this to the insurance company, they indeed were trying to do a good thing in a poor manner..

They(ROI) cashed my $10,000 check on the day they lost their license. They still owe me $10,000 and they have not made any attempt to contact me. Now they owe 4.5 interest from the April date the check was written as well.

At this point I do not feel the company is able to perform the work. They should have had a complete list of customers that were assigned to various project managers and when the initial person departed, they should have reached out to me the customer to let me know of the change. Then the 2nd project manager departed and the same thing happened. Allison did call me on Sunday after I left a message for her on Saturday. She said she would call me back on Monday after speaking to Dan. That call didn't happen so this case was submitted to get resolution. I can't trust that they know what they are doing at this point.

[redacted]...

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.  However, ROI Improvements LLC has refused respond to my attampts to contact them for over two months, and failed to respond to the AZ ROC by the deadline regarding their failure to perform any work as they agreed to in our contract.  I would be thrilled to get my money refunded but have little faith that they intend to do so.  Thank you.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I would like a copy of the construction permit obtained from the City of [redacted] at the time the work is commenced.

Regards,[redacted]

File has been handed over to accounting to issue a customer refund within the week.

The issue here is that thus consumer contracted us to repair their roof through insurance claim.  They signed a contingency agreement with our restoration division which clearly states in the agreement that once they have received the check they are to sign it over to us to have the roof...

repaired, they did not withhold their end of the agreement. Upon receipt of the check they utilized the check for personal reasons.  The employees in question did indeed handle the situation poorly and have since been let go, however, they simply wanted to save the clients in questions from us having to report this to the insurance company, they indeed were trying to do a good thing in a poor manner..

To Whom It May Concern:
I talked to Mr. [redacted] on Sunday and explained to him that we have already ordered his material and that we had a new project manager start 2 days ago and he would be in contact with him to proceed further with the project. Mr. [redacted] said he...

did not want to proceed further because no one has contacted him, but he was contacting a girl who was no longer with the company via phone and email so we weren't getting those messages. As soon as he called me I returned his call right away to explain the situation that Lyn who was the project manager is no longer with the company, then we had another project manager and now he is no longer with the company and because of that we've had some delay's in our projects and I apologized for that. Mr. [redacted] wasn't interested in anything I had to say, he just wanted to cancel and get a full refund due to some delay's, which I understand is frustrating, but we have ordered the material and can proceed forward with the project.

Great company to work with. We had both bathrooms remodeled at the same time and were not inconvenienced at all. The sales representative, [redacted], was terrific and everything he promised was delivered. The final price was exactly as the original agreement with no add on or such. Great cleanup too. We would recommend ROI to our daughters, and neighbors.

I came in contact with this business during the Phoenix Home and Garden Show. I met with the owner of the business who made promises about the work his company could perform but what has been provided to date (12/21/15) is much less than what was stated. As a general contractor I would expect that they would stay on top of the project at hand and insure the project is completed timely. My project began 08/03/15 and has not been completed as of the above date. This was suppose to be a three week master bath remodel project that is now going on 5 months.

ROI Improvements, LLC

We hired ROI to:

1. Refinish the pool deck

2. Finish the ends of the patio cover with wallboard, texture and paint the complete underside of the patio cover.

3. Update our master bathroom with granite counter tops and tub surrounds.

What we expected:

We explained in detail what we wanted done and were assured that their crews and supervisors would take care of everything. As our schedules were very busy we did not expect to have to watch over the jobs.

What we experienced:

We spent more time than the supervisors making sure things were done according to what we originally discussed. Many times when they said they would be at the house to work, they were either late, rescheduled at the last minute leaving us waiting, or did not show up at all.

Issues with the work as each job was done:

• We needed the pool deck sanded before texture as it had several coats of paint. The crew was going to just power wash it and texture. We had told the sale department that we wanted the deck sanded. We had to work out the issue with the crew and the job was done to our approval.

• The crew was just going to paint and texture the patio cover area needing wallboard although we were paying for texture and painting the complete patio cover. The cover was painted with rollers and should have been spayed paint as there were roller streaks left.

• We ordered bathroom sinks and fixtures from the book provided by the company. The sinks we selected were not the ones provided.

• They came with a counter already cut for sinks we had not received yet. Then they came with sinks we did not order. They had us spend a lot of time looking for sinks. We finally settled on a sink and then they gave us a different one.

• They installed the sinks and they did not fit the granite properly leaving holes behind the sinks they filled with white caulk to cover the mistake. We did not approve it and they had to get new granite.

• When working with the granite they broke our mirrored medicine cabinet. They brought three different ones to replace it. They were not the same quality or size. We ended up getting our own cabinets and paying for repairing the spot where the original cabinet was.

• The fit of the granite left ¼ inch gaps that they filled with white caulk which had to be replaced with almond caulk as the granite was brown. We replaced this caulk ourselves.

• The granite was installed around the tub before the fixtures were obtained.

• The granite shelve was not sloped properly.

• They had to take the granite out to install the fixtures and correct the slope.

• The walls were left a mess that required us to re-texture around the granite.

• The fixtures were not flush with the granite which was corrected but the handles did not align completely.

• The granite had a hole where two pieces met and all the joints were not completely flush.

• They put a chip in the tub while doing the granite work.

• A number of times they left dirty equipment behind that would not be picked up for days.

We would not use this company again and would not recommend their work.

Our kitchen remodel and Fireplace refinish was ordered on 8/18. We were told it was a quick job and should be easily done by end of September. Delay after delay. I personally had to call the coordinator constantly to get any update at all. And then it was excuse after excuse. They were either very late or no shows at every single appointment. They admitted they had shoved in other jobs ahead of ours several times. The only subcontractor who showed up WHEN promised was the granite installer who was professional. Mid October we were promised a start date of 10/20. They were again a no show. Finally started on 10/25. We maybe got 4 hours of work a day out of the crew because they showed up around noon and left by 4 and that only 2-3 times a week. Promised again it would all be done before Thanksgiving 11/27. Again not complete. And they had the gall on the Wed before Thanksgiving to ask that we sign off on final payment before finishing the job. We are still waiting for them to finish the job and have a list of partially done (incomplete) items that were part of the original quote. I would not recommend this business to anyone who isn't willing to scream and yell to get their job finished.

We used ROI a year ago for window installation and pool resurfacing. They weren't very good with their schedule but it didn't impact us except with regard to our dogs which had to be put up before they could work in the yard. It was frustrating but not earth shattering. The work got done. A year later we were looking at new counter tops, new carpet throughout the house, installing an RV gate and gutters. We had lost the card of the gentleman we originally worked with and so I called ROI and asked if possibly they had our records with the the mans name. They said it was Dan Z. We made an appointment and Dan Z came out. He wasn't the same guy. He said it was probably Tim. Anyway, when I said counter tops, Dan Z said cabinets. When I said carpet Dan Z said kitchen tile. He was already rude and he wasn't the guy they said they were sending so I said "bad fit". My husband - who never really reacts to anyone couldn't get him out of the house fast enough. Once gone I called ROI and asked for the "Tim" that Dan Z had referenced. I was told no such person works there and the line went dead. When I called back - my husband had found the old card. The woman that answered the call called me by name (assuming caller ID) and I then asked for Ryan - the name on the card. The woman asked who I was and proceeded to tell me that there was no one there by the name of Tim (remember Dan Z gave me that name) - there was no one there by the name of Ryan (the name on the business card) and anyone of them working under the name of ROI were not authorized employees of ROI. Whole thing was very creepy. Let's not forget that that they originally said they had the records from the previous year and knew who we had worked with. Dan Z made me very uncomfortable and I'm a rather chatty individual by nature but felt shut down at every turn. He seemed to be there for any reason other than what we had originally called about. I was disappointed but feel our decision was the right one.

In response to the complaint from this customer, our owner and project manager have amicably met with the customer to review the project and ensure that the work is on track. They will continue to be involved closely with this project until completion and to the customers' satisfaction. In addition,...

we have apologized for a clerical error in depositing the customer's initial payment (7% of the total contract) a few days early by mistake and have offered to take care of any bank fees that might have resulted from our error. As of 7/23/14, the materials for their project are on order and installation is scheduled to start pending material arrival.

At this point I do not feel the company is able to perform the work. They should have had a complete list of customers that were assigned to various project managers and when the initial person departed, they should have reached out to me the customer to let me know of the change. Then the 2nd project manager departed and the same thing happened.
 
Allison did call me on Sunday after I left a message for her on Saturday. She said she would call me back on Monday after speaking to Dan. That call didn't happen so this case was submitted to get resolution.
 
I can't trust that they know what they are doing at this point.

Hi Jasmine,We have the customers material ordered and ready. I told him that and he stated he doesn't want us to do the work. We will reach out to the customer to see if they want us to install the cabinets or talk about the refund process.Daniel Z[redacted]ROI Improvements, LLC[redacted]