Springborn Heating & Air Conditioning, Inc.

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*** *** *** Dear Sir or Ma'am, This is *** *** and this email in in reference to the complaint I filed (listed in the subject line)I saw that the complaint was closed and apologize for not responding soonerSomehow I missed the response dateAfter talking to *** and the Revdex.com, I wanted to make you aware of the progress that has been made with Elite HomesElite contacted me last week and we discussed the open itemsThey agreed that they were warranted itms that still needed to be repairedElite, also, last week took care of closing 1/of the open itemsSince that day last week, I have not heard back from Elite homes1/of the items still remain open and I have not been given a close dateSince this has been the pattern for the past months, I am concerned that the remaining items will not be completed - or that they will take a significant time to completeI am requesting that this complaint stay open and we allow Elite time to respond and complete the remaining itemsThank you for your time and consideration***

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 for the business to perform this action and, if it does, will consider this complaint resolvedI appreciate the company's fast actionThey are good people and I'm glad our honest disagreement has been resolved
Regards,
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Revdex.com:
I have reviewed the 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
My previous response was completely factual, to the point and simply stated but some of the accurate history of problems experienced and is all absolutely true Nothing about It was in any way "hostile",demeaning, incorrect or exaggerated I positively have no incentive to do so Yet, not even one of the real and legitimate issues illustrated there with has been addressed Why? It's not that difficult. Yet again, rather than taking any ownership whatsoever of the problem absolutely created by Elite (and their contractors), the standard response by Elite is to attack and demean the customer while deflecting, denying and obfuscating the real issue at hand It is truly amazing, deeply illustrative and speaks for itself in volumes I have experienced it constantly since the day ground was broken on the building of my home It is ridiculous and has run its course Is there any wonder now as to why I have filed a complaint?In his latest response, Mr*** stated that I have: ..."Bullied our workers and have been "Out of control with those sent to help him" Really? So it seems holding people entirely accountable for failing to do what they were responsible for, or not being accepting of people who fail to tell the truth while simultaneously making constant excuses for things they overlook or fail to do, and confronting them with the truth of their failures is hostile and bullying? Threats and ultimatums? Seriously! Mr*** has never even met me, but somehow, as per his last response, he now feels he has the qualifications to make deep judgments about my personality and character based on nothing more than inaccurate hearsay? Wow.In much of their literature, Elite states: "Here at Elite Homes, we build houses as if they were for ourselvesWe understand a home is your largest investment." If that is truly the case, we can all be absolutely assured that nobody at Elite would be accepting of how they incorrectly and irresponsibly poured and "finished" my garage floors Nor would they accept as the customer being blamed by the builder for the builder's and/or contractor's errors Why should I? I would like to know why it is that Elite expends so much energy attempting to demean me versus acknowledging and correcting their own errors.Just one example of many: after Elite's carelessness and subsequent ruining of my wood floors and having to replace them as a result, it was found that not not one screw was put in the sub-flooring Yet Elite prides itself on and boldly advertises: "...Sub-flooring glued, nailed and screwed down to prevent squeaks." When shown and confronted with the above fact, the only response was: ..."I guess we just forgot." That is just completely irresponsible and totally unacceptable on a 1/million dollar product, period I could cite numerous other examples. I would remind Mr*** that I most certainly did call him after a series of continuing problem issues during the construction process My real estate agent's broker also expressed his deep concerns to him During that phone call, it was not I that became upset nor in any way spoke in a raised voice Rather it was you, sir, who became very upset at me for bringing it to your attention and you let me know it in no uncertain terms! Furthermore, I have spent many months now talking to Elite's building supervisor about the errors and the failure to do what was asked and have been nothing but stonewalled and put off I have written a letter to Elite's construction manager and received a letter of reply that was entirely inaccurate, blamed me (yet again), curt, insulting and boldly stated that Elite would not do a thing it seems that absolutely no one at Elite can or will accept any responsibility or ownership of anything they clearly have done wrong Based upon all of the above between each level in Elite's "chain of command", is there any wonder that I have turned to consumer help organizations?As I stated in my previous response: "When placing a drain in a garage floor, the interior portion of the floor, aft of the doorway, should slope toward the drainWhen doing so, therefore, any person and certainly, any builder, would absolutely know (and as was requested and illustrated numerous times) there should be a 1" to 2" fall or "lip" just behind the closed garage door The remaining 12"-18" of concrete flooring in front of the door (threshold area) should slope in the opposite direction toward the exterior (driveway), just like any other doorway, to prevent exterior water, etcfrom running toward and inside the doorThe glaring futility of constructing any doorway with the area in front of the door (threshold area) sloping toward the structure is obvious to even the most casual observer It is just not done on any doorway as it defeats all reason in protection from the elements and would actually enhance penetration of such under the door Yet this is exactly what Elite did on my garage floors, AGAINST all of my requests By doing so, Elite has ensured that my home will continue to be plagued by weather and water issuesAs a result, additional problems will quite possibly be created this coming winter due to snowmelt, etc for which, I will not be responsible for.Contrary to the statements made in Elite's previous response, I have no desire to tarnish the reputation of anyone No one is asking Elite to do anything above and beyond a warranty I am certain that had my garage floors been properly done in the manner I requested, there would never have been any issues What is being asked is very basic: To accept responsibility for and correct what they did wrong, poorly, irresponsibly and incompletely regarding my garage floors Then do right by doing correctly, completely and exactly what was asked for and clearly illustrated by your customer who paid you well over $500, Had it been done right the first time, none of this would be occurring That is factual and the bold truth I certainly get no pleasure from any of this.If it happens on your watch, whether done by you or those who you work for you, you own it and are responsible for it Do what needs to be done to make it right and for those it affects, now and in the future It will gain you much deserved respect It's called effective leadership...and it is how I operate.Unfortunately, Elite refuses to acknowledge and be responsible for their glaring errors Nothing good ever results by denying and blaming others for your own failures It is about time and I would appreciate it greatly if Elite would stop blaming me for their errors and properly fix what they did wrong."Always do rightThis will gratify some people and astonish the rest" (Mark Twain).Once again, I will ask Mr*** to physically witness for himself what was incorrectly and irresponsibly done regarding my garage floors and to correctly remedy the errors made by his contractors
Regards,
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Revdex.com:
I have reviewed the 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
Revdex.com:I have reviewed the 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.Mr***'s reply to my valid complaint is not at all surprising It is quite indicative of the standard Elite company response to their customers who raise real and legitimate issues when Elite and/or its’ contractors fail to do what was asked and paid for Routinely, Elite and their representatives choose to attempt to deny, deflect and evade any responsibility for the mistakes they commit, improper or poor work Elite or their contractors have done and actually go so far as to demean and blame the customer for bringing it to their attention! That is truly unproductive, unprofessional, exceptionally offensive and completely unacceptable.Apparently Mr*** is not appreciative of and takes great offense when the facts clearly show that his company representatives and contractors did not do what was required and asked for Sadly, but expectantly he has chosen yet again, to personally attack the paying customer versus the real issue of acknowledging and correcting Elite’s errors Is Mr*** actually and accurately aware of exactly what was asked for, agreed to and understood in the design and layout of the garage floors in question? He is not Rather, he is mistakenly and naively relying on the inaccurate, incomplete and grossly misleading information he is being fed from his representatives.Has Mr*** physically witnessed the poor quality of my garage floors (improperly done threshold area, footprints left on concrete, unfinished, un-level, peaked to where doors cannot provide a seal, concave, etc? The answer to all of the above is clearly NO Despite being invited to do so, he refuses The question is why? Regardless of his comments and personal attacks, none of the statements regarding footprints, shoddy workmanship, etc, are in any way exaggerated, as pictures and even the most casual observation reveals.As would obviously be expected, when placing a drain in a garage floor, the interior portion of the floor, aft of the doorway, should slope toward the drainWhen doing so, therefore, any person and certainly, any builder, would absolutely know (and as was requested and illustrated numerous times) there should be a 1" to 2" fall or "lip" just behind the closed garage door The remaining 12"-18" of concrete flooring in front of the door (threshold area) should slope in the opposite direction toward the exterior (driveway), just like any other doorway, to prevent exterior water, etcfrom running toward and inside the door Furthermore, this design is actually much more sealing and weatherproof than the simple sloping of a garage floor toward the door Elite failed to do so, as desired, and this fact is conveniently left out from Mr***’s reply As a result, Elite's gross oversight to do what was asked for and illustrated numerous times by the customer, exacerbates a problem by actually funneling excessive (not some) water entry into the garage continuously, regardless of the intensity of rainfall!The glaring futility of constructing any doorway with the area in front of the door (threshold area) sloping toward the structure is obvious to even the most casual observer It is just not done on any doorway as it defeats all reason in protection from the elements and would actually enhance penetration of such under the door Yet this is exactly what Elite did on my garage floors, AGAINST all of my requests, despite numerous illustrations via pictures, discussions etc as to what was desired and paid for by the customer To have done so is simply foolish and irresponsible To suggest that they did so due to the desires of the customer is blatantly false, deceptive and ludicrous.Mr***, and those who represent him, would do well to be reminded that the product they sell is not only one of great expense (well over $500,000), it also serves as one of the largest investments their customers will make Resultantly, those who place their investment of large sums of money and trust in Mr***, his company, his employees and their product will certainly, naturally and most justly hold them to a higher standard and expect receive exactly what they asked and paid for When Elite clearly has not done so, those customers have every right and expectation to make it known, will not be "happy" and deserve to hold them completely accountable for it and have the issue properly corrected; especially considering the high cost and investment made.The exceptionally angry, completely dismissive and cavalier attitude of refusal, which Mr*** and (those who work for him) continue to exhibit toward their customers who paid them hundreds of thousands of dollars is totally uncalled for, perplexing and very significant.Once again, I invite Mr*** to witness the problem with his own eyes and correctly remedy the mistake made by his contractors.Regards,*** ***
Regards,
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As of today we have 1 item remaining from the list we received from our customer. We have a letter going out today to him that lists this item. It is something we have to order. We will take care of it as soon as it is received. Our customer has the name of our customer care manager who can be his contact if at anytime he has any questions about the progress. We will finish the remaining item the day we receive it.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
When this note was sent, there were 2 items that remained on the list, not 1. I contacted the customer service manager yesterday to inform him of the open items.
Regards,
[redacted]

[redacted]
[redacted]
[redacted] We have reached an agreement with Mr. [redacted]. We reimbursed him for 50% of his costs. [redacted] President Author of “Mastering the Art of Success" www.EliteBuiltHomes.com...

[redacted]   [redacted]  [redacted] Office  (502) 245-6159 [redacted]  [redacted] “Success is simply getting up one more time than you fall.”

Our customer's description of the issue is exaggerated and not correct. He has bullied our workers, got up into their space and as you can see from his response is hostile. I have had several people relay to me that they witnessed him out of control when meeting with people who were sent to his house to help him. I have spent 40 years doing our best to try and satisfy every client. His comments about me (and his liberal use of demeaning adjectives) are hurtful. He has never called me on the phone to ask me in a civil, professional way to come out to his house. Instead he chooses a public forum to try and damage our reputation. I have not decided what to do at this point. I don't intend to put myself in a position where I am going to be subject to his screaming, threats and ultimatums. His issue is not covered by his warranty. That is a plain fact. If he wants us to exceed our warranty responsibilities, he has a strange way of going about it. When I want someone to do something above and beyond what is required, I try to be nice. Just the way I was brought up.

I am surprised to see this. At the closing of every home our customers are instructed to send a written request to our office for any service work. We tell them that they should not communicate directly with field personnel, as we will have no record in the office of any request. We follow up on...

pending warranty work for every customer every week. Mr [redacted] has not been on any list at our office for over 1 year. The field personnel, while being well meaning, get busy and that is why we want to monitor and schedule this work from our office. As our business has grown exponentially, we have hired a customer care manager to oversee all pending warranty work. We have nothing in the file or any requests for the [redacted]'s. I will process this complaint as a request for warranty work and someone from our office will be following up with the [redacted]'s.

Without getting into all of Mr. [redacted]'s insults about our dishonestly, etc. which are incorrect, unprofessional and uncalled for, I have no incentive or reason to do anything for this customer above our warranty. In a hard rain, water will penetrate past the garage doors into the garage....

The warranty specifically says this can happen and we give no warranty for water entrying past the garage door. Because Mr. [redacted] wanted drains in the center of his garage instead of having us slope the concrete towards the door, the water runs to the center of the garage floor to the drains. Despite his comments about footprints, shoddy workmanship, etc, which are exaggerated, there is no warranty promised or given for water entering the garage from rain. This is not covered, this customer will never be happy and we do not intend to do anything beyond our warranty obligations. [redacted]