Sierra Hearth & Home Closet and Blinds

Revdex.com: 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 Mr [redacted] and Ms [redacted] are marriedWe can both leave reviews, one of leave reviews, or even neither of us leave reviewsWe both have experienced differently with you and therefore the reviews would be left on the different experiencesThe active termites are not in response to the treatmentThe review was left based on our annual inspection We are thankful you have provided screenshots of the reviews, however they don't include the back and forth and multiple deletions by Hired KillersI have all of them screenshot and can provide should there be a need, but I don't see why a review is being the focusOur complaint is the invoice and termination of service due to past due invoiceAs stated previously, we did not receive any invoices until the ones dated in late AprilThe invoice was dated 4/24/for $and stated an immediate payment was due to avoid terminationWe were not given this opportunity to pay this invoice as we also received a termination letter in the same envelope, but it was dated 4/25/As we stated to Ms [redacted] when Mr [redacted] called (whether that be vulgar or not - difference of perception), we would like to PAY the $past due invoice and keep our bond in tactThis would be our requested resolution from the Revdex.com Complaint and what was explained to MsR [redacted] .As a side note, Ms [redacted] said that she was sorry we didn't receive the invoices and that they had been sent to the address where the service was providedShe was unable to take our payment due to termination and a manager was not available (on vacation) to speak to and the owner of the company was not eitherShe said that a manager was out of the office and would return our call on 5/9/but as of 12:PM on 5/10/we still have not received a call from a managerPlease advise if we can come to a resolution to make good on a past due invoice and reinstate our services Regards, *** [redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
We have had numerous issues with both units that I do not believe are typical or to be expected on a new construction home with brand new units, and they should certainly should not be "wearing out" as stated by Emerald Homes at this stage in the life of any quality unit installed properly Several of my neighbors also have had multiple issues resulting in numerous service calls and repairs very similar to ours, which leads me to believe there is indeed an issue with either product or installation In response to Emerald Homes comparison of the units to a new car- there are lemon laws in effect when this happens with a new car to protect the consumer.Although it is true that the repairs made have not been at any cost to us up until this point, based on service history I have no reason not to believe that when the warranty expires the breakdowns and malfunctions will continue, which will then be our financial responsibility Extending the warranty as an action to ensure the customer that they stand behind their products has not made me feel any better about the products and service that we have received upon purchasing a new home from Emerald Homes In regards to the bi-annual service that is being provided- it is ineffective On 12/21/a technician came out to perform routine maintenance On 12/30/I had to place a service call due to the fact that my heat kept rising and would not turn off on the thermostat, so ultimately I had to flip the breaker to cut power to the system all together On 7/5/another routine maintenance visit was performed On 7/16/I had to place another service call due to the fact that the AC upstairs was not working It was discovered that the *** valve on both units were bad I am not sure why this was not noticed on the maintenance visit days earlier Emerald Homes's justification of increased power bills due to cold weather is false I have documentation through Virginia Power that show the bills that correspond with the malfunctions, and it is only during those months that we saw the increase in our bill When the units were functioning properly, our bill was nothing of the sort Nowhere in the service records does it say that the auxiliary heat was running due to extreme cold One of the instances occurred in November- not a typical "extreme cold" month here in Virginia Rather it does state such reasons as "need to replace TXV valve," "board locked out," and "defrost stat needs to be replaced." These are all mechanical malfunctions I do not accept Emerald Homes's response to this complaint because they are simply trying to make excuses for the fact that I have now had Blazer out to my house times in the last years for various issues There is no way that they can justify that in my eyes The fact that they find this issue "commonplace within this industry" is very disappointing because I know it is not I would think they would have higher standards for the product and work they provide I can say for certain many other businesses would not consider this "commonplace" or accept it as such I also do not agree that they stand behind their product and satisfy customer concerns" They will not acknowledge that this is a major problem, therefore they do not stand behind their product, and I am certainly not satisfied
Regards,
*** ***

Revdex.com,
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. The business has contacted me for payment of my invoice and re-activated my account to keep our bond intact.
Regards,
*** ***

We will have Erika contact you on 5-14-

Revdex.com:
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. 
Mr. [redacted] and Ms. [redacted] are married. We can both leave reviews, one of leave reviews, or even neither of us leave reviews. We both have experienced differently with you and therefore the reviews would be left on the different experiences. The active termites are not in response to the 2017 treatment. The review was left based on our 2016 annual inspection.  We are thankful you have provided screenshots of the reviews, however they don't include the back and forth and multiple deletions by Hired Killers. I have all of them screenshot and can provide should there be a need, but I don't see why a review is being the focus. Our complaint is the invoice and termination of service due to 90 past due invoice. As stated previously, we did not receive any invoices until the ones dated in late April. The invoice was dated 4/24/18 for $125.00 and stated an immediate payment was due to avoid termination. We were not given this opportunity to pay this invoice as we also received a termination letter in the same envelope, but it was dated 4/25/18. As we stated to Ms. [redacted] when Mr. [redacted] called (whether that be vulgar or not - difference of perception), we would like to PAY the $125 past due invoice and keep our bond in tact. This would be our requested resolution from the Revdex.com Complaint and what was explained to Ms. R[redacted].As a side note, Ms. [redacted] said that she was sorry we didn't receive the invoices and that they had been sent to the address where the service was provided. She was unable to take our payment due to termination and a manager was not available (on vacation) to speak to and the owner of the company was not either. She said that a manager was out of the office and would return our call on 5/9/18 but as of 12:56 PM on 5/10/18 we still have not received a call from a manager. Please advise if we can come to a resolution to make good on a past due invoice and reinstate our services. 
Regards,
[redacted] [redacted]

As Mr. [redacted] states we performed a service for termite renewal in December 2017. We send out invoices every 7-10 days. As of April 24th 2018 we have not received payment for the December service. The date of April 24th Mr. [redacted] is referring to is the print date of the invoice. The service date of...

the invoice is from December 2017. We sent a cancellation notice along with the 4-28-18 notice of past due and cancellation of over 120 days due to non payment. We are very aware of when we send invoices as we send then out every 7-10 days. Mr [redacted] became hateful and vulgar to Claudia in our office when she informed him his warranty had expired. After shouting and hanging up on Claudia within 10 minutes we started receiving negative comments from social media sources posted by Mr [redacted]. We see that the names [redacted] [redacted] and another name of [redacted] [redacted] posting negative and stating other pest control company had been to his residence and found termites. Since none of these new comments were not made to our office or Claudia and using multiple names it was clear theses actions are inappropriate and disturbing. We also started receiving hateful and dishonest comments posted on other palces of business owned by Mr [redacted] , but had nothing to do with Mr. [redacted] and Hired Killers Pest Control. We immediately contacted local law enforcement showing these  actions as well as reporting the vulgar and hateful conduct.  WE were informed we should not have any further contact with Mr. [redacted] due to disturbing and inappropriate behavior. If Mr [redacted] would like to talk with us through a Revdex.com representative he may due so only by phone and with a Revdex.com representative present or on another line . We of course will have to continue informing law enforcement on any inappropriate or dishonest statements.

Regarding case number [redacted] We have been in touch with
our HVAC contractor who did the original installation and who has also done
service calls on this home and received a history of service. To the best of
our knowledge, based on that service information and our own history, our response
is...

as follows. Customer closed May 22, 2013 - please note that this home is
equipped with two York heat pumps and two York air handlers, one for each
floor. During the course of the first year, customer appears to have made three
calls for service regarding the system. Each time the contractor responded
promptly and made repair at no charge to customer. Two of these calls appear to
be the result of a factory parts failure (unfortunately, even on brand new
equipment, there are parts that fail). The TXV valve regulates system charge
and works off of temperature. In discussions with our heating and cooling
contractor, these valves do have a higher than average failure rate throughout
the entire heating and cooling industry and is not a problem specific to York
equipment. Due to the fact that customer experienced three separate issues
during the first year, Emerald Homes and [redacted] agreed to extend to
the customer parts and labor warranty for one additional year (copy included).
During the course of the second year, customer appears to have had two issues-
the TXV valve on second floor unit and the defrost stat which is another York
factory part. Both of these items were replaced for customer at no charge. HVAC
contractor also assisted customer in filling out a [redacted] rebate form.
Due to fact that customer had additional concerns during the second year, we
agreed to extend the parts and labor warranty for an additional two years plus
offered two year service which includes two visits each year for cleaning,
routine maintenance etc. (copy included). This was all done again at no charge.
During year three, it appears customer had a short in a thermostat wire and a
call for no A/C. On the no A/C call on July 16, 2016, tech found one faulty [redacted] core but went ahead and replaced them on both units. Unfortunately, the tech
did not do a thorough job of double checking behind himself after replacing
[redacted] cores. The follow up visits on July 22, 2016 and July 24, 2016, both
appear to be due to technician error from July 16th visit and not equipment
failures. Customer also expressed concerns regarding power bill
doubling from when units are working properly. It is not at all unusual for
power bills to increase significantly during peak heating and cooling seasons,
but especially when temperatures outside are below 40F and strip heat on heat
pumps are in use. Our customer service records show that customer expressed a
concern regarding a $300 power bill during a follow up call from our office to
customer on January 13, 2015. This certainly is the time of year that we might
expect to see a jump in that bill. This customer has obviously had several
issues with factory parts failing, but to my understanding has never been
charged anything for any repair or service at any time. It also appears that
the contractor responded promptly, both after hours and during normal hours, to
provide immediate service. In an effort to reassure this customer that we do
indeed stand behind our products, Emerald Homes and our HVAC contractor agreed
to extend the parts and labor warranty for a total of three additional years
beyond the standard one-year parts and labor warranty, in addition, customer
has also received complimentary bi-annual service for cleaning and routine
maintenance for two years. It is my understanding that customer's extended
parts and labor warranty & complimentary maintenance is still in place
until May 22, 2017. As we all know, these units are indeed mechanical and their
parts and components do fail. They do let us down and eventually they do wear
out. Much the same as with any car we may own, even brand new vehicles have
factory recalls for parts that fail. Unfortunately, it is just not feasible to
have service techs and their vans equipped with each and every part a unit may
require, so this often means making a return trip from the original evaluation.
This is indeed inconvenient for the customer but is commonplace within this
industry and many others. Service techs do undergo quite a bit of training and
continuing education but they are not perfect and they do make mistakes with
some repairs. Unfortunately, this customer has experienced instances of both
but this is not an instance of defective or second-rate equipment. All said, I
feel that both Emerald Homes and [redacted] have demonstrated that we make
every effort to stand behind our product and satisfy customer concerns. In this
instance, I am not sure what more we need to do.

Hi [redacted] It is my understanding you have been in contact with the company.  Has the matter been resolved? [redacted], Dispute Resolution Director  --------------------------------------------------------------- [redacted],Ye...⇄ you,[redacted]

I am writing in response to complaints made by [redacted] wife, [redacted], purchased a house built by Emerald Homes on january 20, 2016. As with all the houses we build, our customers have a walk through of the home prior to...

close then have an opportunity to submit a warranty list at the one year anniversary. In addition to that, we also provide a 3 month, 6 month & 9 month follow up to check on the status of the home. The complainants concerns were evaluated and addressed as follows:1) Rear deck posts sit on concrete blocks filled in with soil. Per county code, we are permitted to use concrete footing or pier blocks below bearing deck post. In this instance we used the pier blocks. A deck pier block isa simplified version of a "precast foundation", a foundation type recognized by the county's building code. They are subject to all the same requirements as a footing, regardless of not being cast-in-place.2) Crawl space drain tile on exterior was collapsed from their tractor grading the yard. Upon receipt of the one-year warranty list an evaluation was done and the finding was that visible end of the drain tile was intact, dry underneath the crawl space and functioning properly with no evidence of a collapse.3) Wall to ceiling drywall joints caulked in numerous areas. Shoddy work.a.) As described in the Residential Warranty Company's limited warranty, which is given to all our homeowners at closing, the guidelines for wall coverings are stated as follows: 4.6 Builder will correct cracks in excess of 1/8 in. in width. Builder will correct nail pops which have broken finished surface. Repair cracks and/or nail pops and touch up paint to match as close as possible one time only.b.) We instructed our warranty technician to make all drywall repairs requested by homeowner, whether or not the cracks were in excess of 1/8 in. in width.c.) Upon arriving to begin one-year warranty repairs the warranty technician noted entire house has been repainted. He informed homeowner prior to any work that he would not do any painting. She requested that he go ahead with drywall repairs.[redacted] is the principal party in this contract with Emerald Homes. Our policy onwarranty work is to have specific warranty items approved by and signed off on only by those parties involved in the contract. Our records show on March 2, 2017, warrantywork was accepted by [redacted] per her signature (copy of sign-off included).It was only later that [redacted] called and requested written documentation ofitems that were not going to be covered under the one-year warranty. A list withexplanations was sent to Robin. We sincerely apologize for the frustrations that [redacted] is experiencing but feelthat we have thoroughly and fairly addressed his concerns listed above.SincerlyRay A[redacted]

As indicated we have made multiple trips to this location. ,including this week and no one was there.  We do not kill bats,  we only flush or remove. We state only to clean  visible bat  dropping. We make no statements as to pertaining the safety or health...

risk as mentioned. Since the owner resides out of town, and is not readily accessible. In addition no one has been at this property at time of service. At this  time we request a representative "realtor or owner" to meet with us at 12:00 Monday the 10th so we show what work has been performed.  Please let us know if this time is Ok.  Email [redacted] or call [redacted] at [redacted] to confirm..