I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Business has resolved the matter as of nowRegards,
*** ***
At this point of time, i'm at a loss as to what more can be doneYes, there was a delay in the original correct firebox arriving for the initial installation. It did arrive and was installed without delaying the production schedule on the homeI welcome the Revdex.com contacting *** Homes to confirm this factYes, the internal "add on" items were not ordered and received in time for the final "fireup" serviceYes, we made substitutions in order for the fireplace not hold up the Certificate of Occupancy processYes, we did receive the missing items and once received were immediately installedYes, the salesman could have possibly written down a different SKU for black glass than what he really wantedThat also has been correctedAnd finally, yes, we cdould have ordered the "add on" parts at an earlier timeSo yes, the salesman could have errored in the original documentationYes, the store manager could have ordered in a different time frame, (incidentally, after this incident, ordering procedures have been changed) and yes my staff and myself make mistakes on occassionIn my previous communication I had offered the refund on the glass directly to Mr***, not ***That was what was requested. And I do not see where at any time Mr***'s character was attackedHe has been without a doubt a difficult individual to deal with going back to my initial phone call. Different people, different personalities, different attitudes are something that is a reality in any business transactionIt is what it isIn my opinion it is time to put this to sleepWe ALL have numerous responsibilities to deal with beyond this issue and i'm requesting the Revdex.com to encourage settlement as was previously requested by the customer
Micheal M
replacement parts from factory arrived last week. service call at the [redacted] was scheduled and repair completed Thursday 10/5. if for some reason problem occurs again, manufacturer will then let us apply for replacement unit.
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 character. As of today Mr. M. has 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 process. He keeps claiming he had no actual business with me, but only my builder. This is wrong. Granted he did do the transaction per say through the builder, but it is my MONEY that paid for the parts. If Mr. M. didn'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 HOME. In turn the builder did the transaction with Mr. M. but it is like an agent doing a transaction for there personal customer. I 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 Mr. M. on Febraury 26th 2016). I did not finance the home I paid for it in full. So Mr. M. seems 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 money. Just like [redacted] was my representative during the build he too can be Mr. M. representative. Overall I just find it hard to believe that Mr. M. has yet to admit ANY fault whatsoever in regards to how his employees treated me. I 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 up. He 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 mentioned. The reason I rejected this is because he really wasn't clear on a solution. He 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, 2015....
The process between the builder, homeowner and us is this: The builder offers a "standard" selection fireplace & options. That is kept on file so as customers who choose to visit our showroom and confirm the standards or make changes of their choosing. Mr. [redacted]'s form was completed on December 11, 2015. That completed form is faxed to the builder so he knows the financial realities of any changes. At some point after that, the builder called requesting the installation for Mr. [redacted]'s fireplace. The reality is this: We keep the standard fireplaces her in inventory but unfortunately Mr. [redacted]'s fireplace carried a long lead time from the manufacturer. This 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 arrive. That vent, gas & electric work took place on December 22, 2015. 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 town. This 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 processes. This results in a clean and ready to use fireplace at time of possession by the new owner. Here's where things get off track. When 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 schedule. This was all relayed to the builder, nothing was hidden. Our 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 homeowner. When the [redacted]'s realized this had happened, he call me and was extremely demanding and related that he felt that we owed him something. Thru this conversation with me, he never talked in a reasonable manner. All he did is demand that we have to do something to satisfy him. When 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 between. Thank goodness for that. The only way I could terminate the phone call was to promise contemplation and a return call the next day. The next day, I spoke with Mr. [redacted] and asked him if perhaps a [redacted]'s gift card would suffice. I 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 surgery. I have as yet to do so, still having some issues and had every intention to do so until the next episode occurred. Mr. [redacted]'s glass liner and black media arrived and were installed. Our tech said he seemed happy and was all set. The next thing you know, Mr. [redacted] makes a showroom appearance with an attitude like none of us have EVER seen. Now he was boiling because according to him, the wrong shape black glass medial was installed. He conducted himself in a way that none of us here have ever seen before in our showroom. He was very loud, confrontational, argumentative, rude and abusive to the sales staff on duty at our main sales counter. His ranting could be heard from one end of our business to the other. Unfortunatly, 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 him. All that did was infuriate Mr. [redacted] even more, even taking him to the level of accusing us of being discriminating to him. We deal with uncountable nationalities on a very regular basis and treat everyone the same, with professionalism and respect. That's near impossible with the personality that Mr. [redacted] carries. In 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 ordeal. As far as Mr. [redacted]'s required of financial compensation, I respectfully decline to do that. In 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 world. I'll finalize that decision when ample time passes for this complaint process to run full circle. We throughout this whole ordeal had full intentions on satisfying this customer and on several occasions told him that. Sincerely, Michael M. President/General Manager Fireplace Fashions
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Business has resolved the matter as of nowRegards,
*** ***
At this point of time, i'm at a loss as to what more can be doneYes, there was a delay in the original correct firebox arriving for the initial installation. It did arrive and was installed without delaying the production schedule on the homeI welcome the Revdex.com contacting *** Homes to confirm this factYes, the internal "add on" items were not ordered and received in time for the final "fireup" serviceYes, we made substitutions in order for the fireplace not hold up the Certificate of Occupancy processYes, we did receive the missing items and once received were immediately installedYes, the salesman could have possibly written down a different SKU for black glass than what he really wantedThat also has been correctedAnd finally, yes, we cdould have ordered the "add on" parts at an earlier timeSo yes, the salesman could have errored in the original documentationYes, the store manager could have ordered in a different time frame, (incidentally, after this incident, ordering procedures have been changed) and yes my staff and myself make mistakes on occassionIn my previous communication I had offered the refund on the glass directly to Mr***, not ***That was what was requested. And I do not see where at any time Mr***'s character was attackedHe has been without a doubt a difficult individual to deal with going back to my initial phone call. Different people, different personalities, different attitudes are something that is a reality in any business transactionIt is what it isIn my opinion it is time to put this to sleepWe ALL have numerous responsibilities to deal with beyond this issue and i'm requesting the Revdex.com to encourage settlement as was previously requested by the customer
Micheal M
replacement parts from factory arrived last week. service call at the [redacted] was scheduled and repair completed Thursday 10/5. if for some reason problem occurs again, manufacturer will then let us apply for replacement unit.
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 character. As of today Mr. M. has 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 process. He keeps claiming he had no actual business with me, but only my builder. This is wrong. Granted he did do the transaction per say through the builder, but it is my MONEY that paid for the parts. If Mr. M. didn'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 HOME. In turn the builder did the transaction with Mr. M. but it is like an agent doing a transaction for there personal customer. I 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 Mr. M. on Febraury 26th 2016). I did not finance the home I paid for it in full. So Mr. M. seems 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 money. Just like [redacted] was my representative during the build he too can be Mr. M. representative. Overall I just find it hard to believe that Mr. M. has yet to admit ANY fault whatsoever in regards to how his employees treated me. I 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 up. He 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 mentioned. The reason I rejected this is because he really wasn't clear on a solution. He 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, 2015....
The process between the builder, homeowner and us is this: The builder offers a "standard" selection fireplace & options. That is kept on file so as customers who choose to visit our showroom and confirm the standards or make changes of their choosing. Mr. [redacted]'s form was completed on December 11, 2015. That completed form is faxed to the builder so he knows the financial realities of any changes. At some point after that, the builder called requesting the installation for Mr. [redacted]'s fireplace. The reality is this: We keep the standard fireplaces her in inventory but unfortunately Mr. [redacted]'s fireplace carried a long lead time from the manufacturer. This 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 arrive. That vent, gas & electric work took place on December 22, 2015. 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 town. This 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 processes. This results in a clean and ready to use fireplace at time of possession by the new owner. Here's where things get off track. When 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 schedule. This was all relayed to the builder, nothing was hidden. Our 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 homeowner. When the [redacted]'s realized this had happened, he call me and was extremely demanding and related that he felt that we owed him something. Thru this conversation with me, he never talked in a reasonable manner. All he did is demand that we have to do something to satisfy him. When 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 between. Thank goodness for that. The only way I could terminate the phone call was to promise contemplation and a return call the next day. The next day, I spoke with Mr. [redacted] and asked him if perhaps a [redacted]'s gift card would suffice. I 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 surgery. I have as yet to do so, still having some issues and had every intention to do so until the next episode occurred. Mr. [redacted]'s glass liner and black media arrived and were installed. Our tech said he seemed happy and was all set. The next thing you know, Mr. [redacted] makes a showroom appearance with an attitude like none of us have EVER seen. Now he was boiling because according to him, the wrong shape black glass medial was installed. He conducted himself in a way that none of us here have ever seen before in our showroom. He was very loud, confrontational, argumentative, rude and abusive to the sales staff on duty at our main sales counter. His ranting could be heard from one end of our business to the other. Unfortunatly, 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 him. All that did was infuriate Mr. [redacted] even more, even taking him to the level of accusing us of being discriminating to him. We deal with uncountable nationalities on a very regular basis and treat everyone the same, with professionalism and respect. That's near impossible with the personality that Mr. [redacted] carries. In 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 ordeal. As far as Mr. [redacted]'s required of financial compensation, I respectfully decline to do that. In 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 world. I'll finalize that decision when ample time passes for this complaint process to run full circle. We throughout this whole ordeal had full intentions on satisfying this customer and on several occasions told him that. Sincerely, Michael M. President/General Manager Fireplace Fashions