Steve's Factory Direct

Upon receipt of this complaint, our owner immediately met with this client to clarify a miscommunication. The materials have been delivered to the property & the project will be starting soon. We are looking forward to completing their fence and having another...

satisfied customer!

This client is being less than forthcoming about the allegations in her claim. An agreement was reached May, 30th 2017. We contacted this client with a “welcome call” on June 6th at 12:33 pm. At that time, as well as at the time of ordering she was reminded that we were on a 6-8 week schedule for...

project installations. This consumer was never told that a project could be completed “in a few weeks”.  We called again on June 15th at 1:11 pm with a courtesy follow up to make sure our client knew we were looking forward to her start date and that we were making the necessary arrangements to proceed. Some time later the client decided things weren’t moving quickly enough and called our firm five weeks in to the process. She wanted to breach her contract. Our general manager met with her on July 17th and she would not honor her commitment. The consumer told our management to keep her deposit in lieu of the breach. We will be happy to honor the agreement as written and apply any earnest money accordingly. We have zero fault in this consumer complaint and ask for it to be immediately removed from our record for legal reasons and inaccuracies.

I spoke with you and do not want you to return. I have contacted the finance company and will hire another business to redo the work.

Our client is aware this project is scheduled for installation Monday, August 1st.

We have made numerous attempts to satisfy this consumer. Her original 4-6 week start date was pushed back multiple times mostly due to situations created by our client. She will not acknowledge her responsibility in the delay. Each time, other projects then took her place in the production queue. We have custom ordered materials and even had the expense of technical drawings rendered that she insisted upon for her home owner’s association, after their completion and delivery, we found out that they were unnecessary and not required. As recently as yesterday we tried to discuss in a meeting with no resolve. Our legal advisor is weighing our options and we will proceed as advised.

We are sorry about the delay with this particular window project. We did have a few window projects that took some time to ship. I am concerned that our customers do not feel like this was relayed to them, though, as I see at least 6 recorded follow calls from November through now from our office....

We have worked through this misunderstanding and they have been scheduled for installation in mid-March.

Complaint: [redacted]
I am rejecting this response because: They kept on telling me the same that someone would reach out to me but no one has addressed it till date. This case will be kept open until  a resolution is found.
Sincerely,
[redacted]

The issues described here are not typical of the senior craftsmen who worked on this project. The cause of water problems is not always obvious and frequently misdiagnosed. Our production manager will call to schedule an appointment to inspect the project with our client.

This consumer initially received the door he ordered from us. After installation, a manufacturing defect was noticed that was not aesthetically pleasing to our client. Although we had recently severed our relationship with the door provider, we contacted them on our customer’s behalf and...

requested they honor their warranty. They refused. The client also attempted to submit a claim which they denied as well. In good faith we ordered a new door from a different manufacturer at no cost to our customer. After installation the client decided that he didn’t like this door either, even though it was comparable in every way and better in some. The owner of our firm went to see the project. He noticed that we could have done a slightly better job with some capping and that the handle did not arrive in the color we ordered. Other than that it is a fine looking door. When our owner told the client there was nothing wrong with the door he became agitated and ceased all attempts to resolve reasonably. We will contact this consumer when the new handle is here. At that time we will install it and shore up any capping that needs adjusting.

Initial Business Response /* (1000, 5, 2016/03/02) */
We believe check our client was expecting has already been received.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally received $50 dollar check. My...

name was spelled wrong on the check, did confirm receipt after cashing.

We would like to schedule a meeting for the owner of our firm to see this project & will contact the consumer for their availability.

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.
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/07/17) */
Mrs. Edwards has received her down payment & we have bank notification that it has been deposited.

Representatives from our firm had an insightful and positive conversation with our client regarding ideas to improve customer relations. Our client has a direct conduit to individuals who can help them should they have any needs going forward.

An appointment to resolve any potential issues has been scheduled for Tuesday, October 17th.

[redacted] confirmed that we hired an outside company to handle Mr. [redacted]’s screen issue. The project has been completed & to the best of our knowledge, he is happy. -[redacted]

They did come out and said they were going to work to resolve the issue. Nothing has been repaired at this point.

The service repair was completed last week & we believe we have met our client's needs.

We have been in frequent contact with the [redacted] and their service is underway. I do not believe there was a promise of a finish date, as we had to assess the service and make a plan from there. The [redacted] have been given a more than generous discount for their time and frustration and this will be resolved in a timely manner.

Our client has met with our management this week, reviewed the drawings/docs & we will build her a beautiful project.