I would like to respond to your complaint # [redacted] filed by Mr [redacted] Initially, I think it is important to know that our connection with Mr [redacted] is thru [redacted] Homes, Inc [redacted] , NY, who just recently completed a new home build for Mr [redacted] Everything started mid December, The process between the builder, homeowner and us is this: The builder offers a "standard" selection fireplace & optionsThat is kept on file so as customers who choose to visit our showroom and confirm the standards or make changes of their choosingMr [redacted] 's form was completed on December 11, That completed form is faxed to the builder so he knows the financial realities of any changesAt some point after that, the builder called requesting the installation for Mr [redacted] 's fireplaceThe reality is this: We keep the standard fireplaces her in inventory but unfortunately Mr [redacted] 's fireplace carried a long lead time from the manufacturerThis was of no issue to the builder as we were able to complete the venting, gas and electric in the new home while we waited for the [redacted] fireplace to arriveThat vent, gas & electric work took place on December 22, As soon as it became available we installed it which occurred on January 19, 2016, with the exception of firebox assembly and face trim, which occurs at what we call "fire up service"The builder schedules this shortly before final certificate of occupancy inspection by the townThis allows us the ability to clean the fireplace of all construction accrued dust and debris that normally accumulates thru the insulation, drywall, trimming and flooring processesThis results in a clean and ready to use fireplace at time of possession by the new ownerHere's where things get off trackWhen the builder scheduled the fireup service, we were lacking an optional, field installed glass firebox liner and the black glass burner media that was requested by Mr [redacted] In the interest of not holding up the Cert of Occupany and ultimitly the bank closing, we did a fireup without the again, optional, back wall and used clear glass to keep the house on scheduleThis was all relayed to the builder, nothing was hiddenOur communications are with the builder, not the end homeowner.We are primarily in all these installations, working for the builder, who is working for the homeownerWhen the [redacted] 's realized this had happened, he call me and was extremely demanding and related that he felt that we owed him somethingThru this conversation with me, he never talked in a reasonable mannerAll he did is demand that we have to do something to satisfy himWhen I questioned, several times, as to what he would like me to do, all he kept saying was that "You must have a hundred things you "could" do"As I was one of the owners and deal with this all the time??!! Rest assured, I don't have a hundred things to offer as demanding, uncooperative customers such as Mr [redacted] are very, very few and far betweenThank goodness for thatThe only way I could terminate the phone call was to promise contemplation and a return call the next dayThe next day, I spoke with Mr [redacted] and asked him if perhaps a [redacted] 's gift card would sufficeI gave him my word that I would make that happen at the same time, explaining that I was physically struggling with post operative symptoms from recent spinal surgeryI have as yet to do so, still having some issues and had every intention to do so until the next episode occurredMr [redacted] 's glass liner and black media arrived and were installedOur tech said he seemed happy and was all setThe next thing you know, Mr [redacted] makes a showroom appearance with an attitude like none of us have EVER seenNow he was boiling because according to him, the wrong shape black glass medial was installedHe conducted himself in a way that none of us here have ever seen before in our showroomHe was very loud, confrontational, argumentative, rude and abusive to the sales staff on duty at our main sales counterHis ranting could be heard from one end of our business to the otherUnfortunatly, at one point, the sales manager intervened, thinking perhaps he could difuse the situation with poorly selected humor, stating something about how life changing this must be for himAll that did was infuriate Mr [redacted] even more, even taking him to the level of accusing us of being discriminating to himWe deal with uncountable nationalities on a very regular basis and treat everyone the same, with professionalism and respectThat's near impossible with the personality that Mr [redacted] carriesIn closing, I invite any Revdex.com agent to contact our office manager, who was not directly involved with Mr [redacted] but easily heard the whole ordealAs far as Mr [redacted] 's required of financial compensation, I respectfully decline to do thatIn fact, I am also considering removing my original offer of a [redacted] 's gift card for being so over the top on something of so little significance in today's worldI'll finalize that decision when ample time passes for this complaint process to run full circleWe throughout this whole ordeal had full intentions on satisfying this customer and on several occasions told him thatSincerely, Michael M President/General Manager Fireplace Fashions
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below My response: In regards to what Mike has said about me mentioning I was a veteran and the specifics regarding it I only said it in part to counter his brutal attack on my characterAs of today MrMhas yet to admit ANY FAULT in part of his employees treatment of me or any wrongdoing whatsoever in regards to the multiple downfalls in this processHe keeps claiming he had no actual business with me, but only my builderThis is wrongGranted he did do the transaction per say through the builder, but it is my MONEY that paid for the partsIf MrMdidn't do any business with me or for me, then how come I had to go to his business to pick out what items I wanted for MY HOMEIn turn the builder did the transaction with MrMbut it is like an agent doing a transaction for there personal customerI want to make this clear to my Revdex.com representative, [redacted] (my builder paid for the parts, then I paid [redacted] IN FULL for what he paid MrMon Febraury 26th 2016)I did not finance the home I paid for it in fullSo MrMseems to have a difficult time with refunding me directly as he keeps insisting it isn't my money or business he dealt with, but in reality it was.If he feels more comfortable he can reimburse [redacted] (who is my builder) and then [redacted] will give me the moneyJust like [redacted] was my representative during the build he too can be MrMrepresentativeOverall I just find it hard to believe that MrMhas yet to admit ANY fault whatsoever in regards to how his employees treated meI understand that a leader should stand by there employees, again, I was a leader and soldier and would stand by them but when it comes to them being at fault I would be the first to admit they were at fault not try to cover it upHe attacked my character and when I mentioned for the tape in his shop to be played to show the Revdex.com that what he is claiming about my character is wrong, nothing was mentionedThe reason I rejected this is because he really wasn't clear on a solutionHe really just wanted to somehow make it seem like these transactions weren't done by me or for me Regards, [redacted]
I would like to respond to your complaint # [redacted] filed by Mr [redacted] Initially, I think it is important to know that our connection with Mr [redacted] is thru [redacted] Homes, Inc [redacted] , NY, who just recently completed a new home build for Mr [redacted] Everything started mid December, The process between the builder, homeowner and us is this: The builder offers a "standard" selection fireplace & optionsThat is kept on file so as customers who choose to visit our showroom and confirm the standards or make changes of their choosingMr [redacted] 's form was completed on December 11, That completed form is faxed to the builder so he knows the financial realities of any changesAt some point after that, the builder called requesting the installation for Mr [redacted] 's fireplaceThe reality is this: We keep the standard fireplaces her in inventory but unfortunately Mr [redacted] 's fireplace carried a long lead time from the manufacturerThis was of no issue to the builder as we were able to complete the venting, gas and electric in the new home while we waited for the [redacted] fireplace to arriveThat vent, gas & electric work took place on December 22, As soon as it became available we installed it which occurred on January 19, 2016, with the exception of firebox assembly and face trim, which occurs at what we call "fire up service"The builder schedules this shortly before final certificate of occupancy inspection by the townThis allows us the ability to clean the fireplace of all construction accrued dust and debris that normally accumulates thru the insulation, drywall, trimming and flooring processesThis results in a clean and ready to use fireplace at time of possession by the new ownerHere's where things get off trackWhen the builder scheduled the fireup service, we were lacking an optional, field installed glass firebox liner and the black glass burner media that was requested by Mr [redacted] In the interest of not holding up the Cert of Occupany and ultimitly the bank closing, we did a fireup without the again, optional, back wall and used clear glass to keep the house on scheduleThis was all relayed to the builder, nothing was hiddenOur communications are with the builder, not the end homeowner.We are primarily in all these installations, working for the builder, who is working for the homeownerWhen the [redacted] 's realized this had happened, he call me and was extremely demanding and related that he felt that we owed him somethingThru this conversation with me, he never talked in a reasonable mannerAll he did is demand that we have to do something to satisfy himWhen I questioned, several times, as to what he would like me to do, all he kept saying was that "You must have a hundred things you "could" do"As I was one of the owners and deal with this all the time??!! Rest assured, I don't have a hundred things to offer as demanding, uncooperative customers such as Mr [redacted] are very, very few and far betweenThank goodness for thatThe only way I could terminate the phone call was to promise contemplation and a return call the next dayThe next day, I spoke with Mr [redacted] and asked him if perhaps a [redacted] 's gift card would sufficeI gave him my word that I would make that happen at the same time, explaining that I was physically struggling with post operative symptoms from recent spinal surgeryI have as yet to do so, still having some issues and had every intention to do so until the next episode occurredMr [redacted] 's glass liner and black media arrived and were installedOur tech said he seemed happy and was all setThe next thing you know, Mr [redacted] makes a showroom appearance with an attitude like none of us have EVER seenNow he was boiling because according to him, the wrong shape black glass medial was installedHe conducted himself in a way that none of us here have ever seen before in our showroomHe was very loud, confrontational, argumentative, rude and abusive to the sales staff on duty at our main sales counterHis ranting could be heard from one end of our business to the otherUnfortunatly, at one point, the sales manager intervened, thinking perhaps he could difuse the situation with poorly selected humor, stating something about how life changing this must be for himAll that did was infuriate Mr [redacted] even more, even taking him to the level of accusing us of being discriminating to himWe deal with uncountable nationalities on a very regular basis and treat everyone the same, with professionalism and respectThat's near impossible with the personality that Mr [redacted] carriesIn closing, I invite any Revdex.com agent to contact our office manager, who was not directly involved with Mr [redacted] but easily heard the whole ordealAs far as Mr [redacted] 's required of financial compensation, I respectfully decline to do thatIn fact, I am also considering removing my original offer of a [redacted] 's gift card for being so over the top on something of so little significance in today's worldI'll finalize that decision when ample time passes for this complaint process to run full circleWe throughout this whole ordeal had full intentions on satisfying this customer and on several occasions told him thatSincerely, Michael M President/General Manager Fireplace Fashions
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below My response: In regards to what Mike has said about me mentioning I was a veteran and the specifics regarding it I only said it in part to counter his brutal attack on my characterAs of today MrMhas yet to admit ANY FAULT in part of his employees treatment of me or any wrongdoing whatsoever in regards to the multiple downfalls in this processHe keeps claiming he had no actual business with me, but only my builderThis is wrongGranted he did do the transaction per say through the builder, but it is my MONEY that paid for the partsIf MrMdidn't do any business with me or for me, then how come I had to go to his business to pick out what items I wanted for MY HOMEIn turn the builder did the transaction with MrMbut it is like an agent doing a transaction for there personal customerI want to make this clear to my Revdex.com representative, [redacted] (my builder paid for the parts, then I paid [redacted] IN FULL for what he paid MrMon Febraury 26th 2016)I did not finance the home I paid for it in fullSo MrMseems to have a difficult time with refunding me directly as he keeps insisting it isn't my money or business he dealt with, but in reality it was.If he feels more comfortable he can reimburse [redacted] (who is my builder) and then [redacted] will give me the moneyJust like [redacted] was my representative during the build he too can be MrMrepresentativeOverall I just find it hard to believe that MrMhas yet to admit ANY fault whatsoever in regards to how his employees treated meI understand that a leader should stand by there employees, again, I was a leader and soldier and would stand by them but when it comes to them being at fault I would be the first to admit they were at fault not try to cover it upHe attacked my character and when I mentioned for the tape in his shop to be played to show the Revdex.com that what he is claiming about my character is wrong, nothing was mentionedThe reason I rejected this is because he really wasn't clear on a solutionHe really just wanted to somehow make it seem like these transactions weren't done by me or for me Regards, [redacted]