From: [redacted] <[redacted].com>Date: Sun, Jun 14, 2015 at 8:01 PMSubject: FW: Complaint: [redacted]To: [redacted]@myRevdex.com.orgDear [redacted]: This is to inform you that I have received the check for $400 from Metropolitan. The matter has now been finally resolved. I want to thank you for your assistance in helping me to resolve this matter.Thank again and best regards.[redacted]
In response to the accusation set forth by [redacted] , the issue that exists is a pre existing one. The gutters were installed properly; as I had sent someone out several times to check. However there is an absence of a truss tail which was never install or framed when the house was...
originally built. The builder nailed the fascia board to the end of the existing rake board to hold it together on the end. We re screwed the fascia board to the end of the rake board to try and hold them together. The repair will be very involved and lengthy and was not a portion of our contract. [redacted] is in the mindset that this is an issue that Metropolitan needs to take care of , however it is a pre existing condition and will require major carpentry work that was not part of our original contract. Also the issue did not come to light util the fascia board pulled away from the house some years later exposing the pre-existing condition. Feel free to contact me with any questions.
We have reached out [redacted] and have set up for an installer to come out to his residence today . We will figure out the problem that is taken place and have it taken care of , as long as it is something we previously done. I never received any emails from [redacted], in which Tracy provided him the...
email address the other day to confirm he had the correct one. Our installer will be out to his residence in about 30 minutes to take a look at the problem he states he is having with his gutters.
In response to the complaint filed by [redacted]: [redacted] did contact Metropolitan Exteriors on October 6 , 2014 at 9:17am AND October 6 @ 12:16 pm. At which time we took all necessary information and created a work order for our lead foreman Victor. [redacted] was then put...
into our system to have the repair looked at and serviced, she went into our system and would have been addressed when scheduling permitted. We assume that this was not a timely enough of a response so [redacted] chose to hire another contractor to repair her roof. If [redacted] would have waited until we could get to her as our schedule permitted, should it have been a minor repair we would have kindly done it at a discounted rate or at no charge, even considering that she is well beyond her 5 year labor warranty with Metropolitan . The 25 year warranty stated on her contract is for material only thru the manufacturer. After the initial phone calls on October 6, Metropolitan has no record of [redacted] calling again and we have no record of any registered mail coming to our office. We did re-locate in 2013 , and if she had sent it to the old Waldorf address it would have been returned to her. Our phone numbers have never changed. Metropolitan believes that we should not be responsible for sharing the cost in a repair for a roof that is years beyond its warranty. We do pride ourselves in customer service and had we been given the opportunity to come and fix the leak we would have done so. Thank you
Omar has contacted the homeowner , and everything has been completed. It was nothing to do with the gutter that we installed , it was the homeowners fascia board in which we fixed at no cost ( it was not installed by our company) . But we went ahead and repaired it anyways. Since then, Omar has...
contacted the homeowner and left her 2 full voicemails in her voicemail box and she has not responded back to Omar's voicemail.
Good Morning, We will release a check to you in the amount of $400 at the end of this week to close this matter. Please be advised that the area serviced by another contractor can not be warrantied by Metropolitan. Again we apologize that you were unhappy and hope that this settlement is satisfactory. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. It was strange to me that the business specified which family member had contacted the company as though we don't communicate with each other, and it would have been nice for them to bother to spell our names correctly, but the information that we originally requested is in the response.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: (a) Metropolitan did not speak to [redacted] at all during
this process; (b) I [redacted] spoke to the secretary only and did not speak
to anyone else during this process; (c) the secretary with whom I spoke said
that she would pass this information on to the manager; (d) I was never
contacted by any manager. So I cannot understand how this issue could have been
address without any contact whatsoever with the manager.
Metropolitan did no scheduling with me because we never
spoke with anyone there except with the secretary.
Since there was no response from Metropolitan, I had to take
action to fix my roof to mitigate
further damage. In addition, no one
wants the interior of their home ruin by water, especially when rain was
forecasted for the night.
The warranty in my possession states 25 years and does not
specify material only. The registered
letter was sent to the White Plains office on December 31, 2014 and was
returned to me approximately two (2) weeks ago.
Since the return of the letter, I called the office on April 15, 2015
and spoke to the secretary who reluctantly gave her name as Selby. I asked her to put me in contact with Jeff
T[redacted]. She placed me on hold for a
while and then returned to let me know that Mr. T[redacted] is at a meeting and will
call me later. To date I have not
received a call from Mr. T[redacted].
On April 16, 2015, I called again and the secretary told me
that Mr. T[redacted] was on vacation. I asked her if I could speak with the person
currently in charged whom she identified as Tracy Bowie. The secretary placed me on hold and never
returned, neither did Ms. Bowie called. During my interaction with
Metropolitan, they have been evasive and not forthcoming in resolving this
matter.
I am therefore requesting that Metropolitan pay for the
repairs done to the roof.
The following attachments I will submit by fax or mail. Regards,[redacted]
Attachments:
1.
Copy of contract
2.
Copy of registered letter
3.
Copy of Metropolitan’s address acquired from the
Court House in Upper Marlboro
4.
Copy of receipt for repairs to roof
From: [redacted] <[redacted].com>Date: Sun, Jun 14, 2015 at 8:01 PMSubject: FW: Complaint: [redacted]To: [redacted]@myRevdex.com.orgDear [redacted]: This is to inform you that I have received the check for $400 from Metropolitan. The matter has now been finally resolved. I want to thank you for your assistance in helping me to resolve this matter.Thank again and best regards.[redacted]
In response to the accusation set forth by [redacted] , the issue that exists is a pre existing one. The gutters were installed properly; as I had sent someone out several times to check. However there is an absence of a truss tail which was never install or framed when the house was...
originally built. The builder nailed the fascia board to the end of the existing rake board to hold it together on the end. We re screwed the fascia board to the end of the rake board to try and hold them together. The repair will be very involved and lengthy and was not a portion of our contract. [redacted] is in the mindset that this is an issue that Metropolitan needs to take care of , however it is a pre existing condition and will require major carpentry work that was not part of our original contract. Also the issue did not come to light util the fascia board pulled away from the house some years later exposing the pre-existing condition. Feel free to contact me with any questions.
We have reached out [redacted] and have set up for an installer to come out to his residence today . We will figure out the problem that is taken place and have it taken care of , as long as it is something we previously done. I never received any emails from [redacted], in which Tracy provided him the...
email address the other day to confirm he had the correct one. Our installer will be out to his residence in about 30 minutes to take a look at the problem he states he is having with his gutters.
In response to the complaint filed by [redacted]: [redacted] did contact Metropolitan Exteriors on October 6 , 2014 at 9:17am AND October 6 @ 12:16 pm. At which time we took all necessary information and created a work order for our lead foreman Victor. [redacted] was then put...
into our system to have the repair looked at and serviced, she went into our system and would have been addressed when scheduling permitted. We assume that this was not a timely enough of a response so [redacted] chose to hire another contractor to repair her roof. If [redacted] would have waited until we could get to her as our schedule permitted, should it have been a minor repair we would have kindly done it at a discounted rate or at no charge, even considering that she is well beyond her 5 year labor warranty with Metropolitan . The 25 year warranty stated on her contract is for material only thru the manufacturer. After the initial phone calls on October 6, Metropolitan has no record of [redacted] calling again and we have no record of any registered mail coming to our office. We did re-locate in 2013 , and if she had sent it to the old Waldorf address it would have been returned to her. Our phone numbers have never changed. Metropolitan believes that we should not be responsible for sharing the cost in a repair for a roof that is years beyond its warranty. We do pride ourselves in customer service and had we been given the opportunity to come and fix the leak we would have done so. Thank you
Omar has contacted the homeowner , and everything has been completed. It was nothing to do with the gutter that we installed , it was the homeowners fascia board in which we fixed at no cost ( it was not installed by our company) . But we went ahead and repaired it anyways. Since then, Omar has...
contacted the homeowner and left her 2 full voicemails in her voicemail box and she has not responded back to Omar's voicemail.
Thank you
Good Morning, We will release a check to you in the amount of $400 at the end of this week to close this matter. Please be advised that the area serviced by another contractor can not be warrantied by Metropolitan. Again we apologize that you were unhappy and hope that this settlement is satisfactory. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. It was strange to me that the business specified which family member had contacted the company as though we don't communicate with each other, and it would have been nice for them to bother to spell our names correctly, but the information that we originally requested is in the response.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: (a) Metropolitan did not speak to [redacted] at all during
this process; (b) I [redacted] spoke to the secretary only and did not speak
to anyone else during this process; (c) the secretary with whom I spoke said
that she would pass this information on to the manager; (d) I was never
contacted by any manager. So I cannot understand how this issue could have been
address without any contact whatsoever with the manager.
Metropolitan did no scheduling with me because we never
spoke with anyone there except with the secretary.
Since there was no response from Metropolitan, I had to take
action to fix my roof to mitigate
further damage. In addition, no one
wants the interior of their home ruin by water, especially when rain was
forecasted for the night.
The warranty in my possession states 25 years and does not
specify material only. The registered
letter was sent to the White Plains office on December 31, 2014 and was
returned to me approximately two (2) weeks ago.
Since the return of the letter, I called the office on April 15, 2015
and spoke to the secretary who reluctantly gave her name as Selby. I asked her to put me in contact with Jeff
T[redacted]. She placed me on hold for a
while and then returned to let me know that Mr. T[redacted] is at a meeting and will
call me later. To date I have not
received a call from Mr. T[redacted].
On April 16, 2015, I called again and the secretary told me
that Mr. T[redacted] was on vacation. I asked her if I could speak with the person
currently in charged whom she identified as Tracy Bowie. The secretary placed me on hold and never
returned, neither did Ms. Bowie called. During my interaction with
Metropolitan, they have been evasive and not forthcoming in resolving this
matter.
I am therefore requesting that Metropolitan pay for the
repairs done to the roof.
The following attachments I will submit by fax or mail. Regards,[redacted]
Attachments:
1.
Copy of contract
2.
Copy of registered letter
3.
Copy of Metropolitan’s address acquired from the
Court House in Upper Marlboro
4.
Copy of receipt for repairs to roof