FYI, this is concerning Complaint number: [redacted] ...as of 7am this morningThe Installer from Bath Fitter came in and addressed my concerns and complaint and fixed themI wanted to thank you so much for your help its funny how quickly they got back to me after starting this complaint with youNow they are very quick to address any concerns I was havingAgain Thank YOU
***response has been scanned in and converted to text below (original document is available using the online complaint system) The following letter is in response to the February 29, received consumer complaint made to the Revdex.com of Minnesota and North Dakota by Mr*** [redacted] Before I directly address the issues listed in the complaint I would like to provide Some background information about The Homark Co., Inc(hereinafter "Homark") Standard operating procedures as well as the interactions between Homark and Mr [redacted] Once Homark completes the manufacture of the home, it is the dealer's responsibility to complete the set up and any on-site finish work required on the home, unless otherwise stated in the purchase agreementIn this case, the dealership is owned by HomarkHomark uses the services of a licensed home set up company to install the home on the supporting structure, in this case a basementHomark then uses a Homark employed on-site finish crew to complete the marriage line drywall finishing, marriage line door and trim installation, end wall siding, end wall soffit, fascia, and drip edge installations, drywall cracks from transport, and floor covering not able to be completed by the manufacturerHomark then, as a courtesy not a requirement, will provide an initial cleaning and inspection of the homeThis is not a professional cleaning During the busy summer months it is not uncommon for the set up company to complete the installation of multiple homes back to backThis process usually takes a little under half of the time it takes to complete the on-site finish workTherefore it is not uncommon for a home to sit empty waiting for the on-site finish crew to arrive to complete the processIn the case of Mr [redacted] 's home, he was unwilling to wait for Homark's crew so Homark had to hire subcontractors to complete the on-site finish work Mr [redacted] first complained about the cabinets in his homeHe did not approve of the shade variance between the doors and the cabinet stylesThe materials Homark uses during the construction of the cabinets are pre finished materials from different vendorsThe doors and drawer fronts come from one company and the style material from another, Mr [redacted] had walked through display homes on the sales lot which had the same style cabinets with the same shade varianceIn fact, he walked through his home near the end of the production line and never said a wordThe only ________________ complaint I am aware of from this walk through is that the under mount sink he wanted was not correctWe changed the sink prior to the home leaving our facility Mr [redacted] also did not accept any variance in the measurements of the reveals on his interior door frames, Myself and a member of my on-site finish crew spent days rebuilding interior door jambs to get the reveals to match as close as we possibly couldNext Mr [redacted] did not like the height of the interior door knobsHe told me he ordered the cheapest door option offered with the intention of replacing the door cores with solid doors from MenardsHe stated that he would be unable to reuse the existing frames because the hardware height would not match the new doorsI told him that the door slabs come to Homark predrilled and there was nothing I could do with it Mr [redacted] mentioned the fact that the ceiling drywall seams looked so horrible that it actually made him angry to even look at themI checked the seams with a Straight edge and there was a little variance, but not a lotThis is a job in which joint compound is added to an already flat surface to cover joint tape on the seamsIt is feathered out to blend as much as possibleI mentioned that the homes are sprayed with primer and maybe painting the ceiling would help blend the seams better, Mr [redacted] painted the kitchen ceiling and said it made it look worseAgain I accompanied my service crew to the home to review this allegationI do not know about worse, but you could still see Some shadow linesMr [redacted] had been very agitated with this issueAgitated to the point that he stood face to face with me at his kitchen table yelling at me about how he cannot even sit in his recliner because he might look up and see the ceilingHe got so heated that my service personnel who were at the home with me that trip actually stopped what they were doing to make sure everything was okFinally, instead of arguing further, I agreed that Homark would try to make these seams in the ceiling blend betterHomark contacted a professional taper to perform the workMr [redacted] wanted to wait until spring so the windows could be opened to circulate the airI agreed that this would be best In the meantime Mr [redacted] made complaints about flies in his attic and blamed it on the vented soffit used in the home claiming the holes are too bigThe particular soffit he is referring to has vent holes with a 1/8" diameter, He made complaints of excessive moisture in the home, yet he refused to use the air exchange system in the home while he was away from the lakeBuilding code states that 33% of the home's air volume must be exchanged every hourHomark has hired an HVAC company to go to the home twice to verify proper operation of the furnace and air exchange systemOn the second trip there, the technician witnessed the air exchange system turned off and towels shoved in the inlets to prevent the unit from workingMr [redacted] explained that he uses the electric cove heaters to keep the home at about degrees while they are away from the lakeHe doesn't want the warm air of the home being pulled out by the air exchangerThe furnace doesn't run at all until they are leaving their home in Grand Forks to head to the lakeMr [redacted] then connects to his thermostat via so the home is up to temperature when they arriveThere is no air circulation in the home without the furnace running In April Mr [redacted] had inquired with our salesman about the cost of replacing his existing interior doors with the upgrade solid core door optionOnce he received the price from our salesman he decided that was way too expensiveNow Mr [redacted] was willing to accept the ceiling drywall seams as is, if we gave him the upgrade doors and ________________ installed them for free insteadThis was a shock to me given the previous altercation about the drywallI told our salesman that I would rather satisfy the situation which caused the previous altercation On May 8, Mr [redacted] and I had a telephone conversation about the possible door replacementI told Mr [redacted] that my intention was to do the drywall work as previously demanded, not replace the doorsAgain he became agitated and set forth a couple of unrealistic conditionsHe closed the conversation with an explicit statement and hung up the phoneMy Superior had overheard the last portion of the conversation and asked what was going onAfter filling him in, he instructed me to write Mr [redacted] a letter recapping the conversation and informing him of Homark's intentions to propose a settlement offer instead of completing the service work under hostile conditionsMr [redacted] rejected the settlement offerI am attaching the letter from myself to Mr [redacted] (document A), a copy of the settlement offer (document B), and the email from Mr [redacted] rejecting the offer (document C) Mr [redacted] proceeded to contact the Minnesota Department of Labor and Industry Codes and Licensing Division to plead his caseAfter reviewing the information, the DLl determined that there were no code violations and there was nothing they could do Mr [redacted] had made an allegation that the home was in no way fastened to the foundationI assured him that it was and told him how it would be doneHe continued to insist this was not doneMr [redacted] then hired an Engineer out of Crookston, MN to do a walk through to prove there was a problemThe Engineer contacted me with a couple of questionsHe wanted to know how the homes were fastened to the foundation sill plateI told him how the home should have been fastenedHe verified that I was correctHe questioned the method as it was not the method listed in the codesI spoke with the third party Engineer who calculates and verifies whether or not our designs meet any applicable codes and regulationsHe verified that the procedure used does in fact meet the requirements of the codeI sent this verification to the Minnesota Department of Labor and Industry Codes and Licensing Division for concurrenceThey also approved the design and it is stamped as suchI forwarded this stamped, approved document to Mr [redacted] 's Engineer and never heard anything else backOn 2/19/I received a call from the MN DEIMr [redacted] had contacted them againNow he was looking for a copy of the approved design documentI emailed him a copy on 2/19/I have attached a copy of the approved design document (document D) Now that you have the background information of this case, I will proceed to replying directly to Mr [redacted] 's allegations Complaint: "interior of house was not cleaned at allWhen we moved in we had to clean out wire rough in material sheetrock dust and sawdustAnd anything else that would be considered construction debrisContract states that they are not to pick up the lot but the inside is to be clean" Response: The customer is correct that the purchase agreement states that the site cleanup is the responsibility of the purchaserIt however does not state anything about ________________ cleaning the interior of the home as Mr [redacted] claimsBefore a home leaves the Homark facility it is very thoroughly cleanedDuring the setup and on-site finishing of the home, more construction debris is createdWhen a home is sold by a Homark owned retailer, as in this case, a Homark based on-site finish crew performs the on-site finish workUpon completion of the home our crew cleans the inside of the home as a courtesyIt is not a "professional" cleaning, but we do our best to wipe down counter tops, cabinets, Scrub linoleum, and vacuum carpetsIn the case of Mr [redacted] 's home, he was unwilling to wait for our crew to finish their current project and move on to hisHomark had to hire subcontractors to complete the on-site finishing of the home in an effort to get Mr [redacted] 's home move in ready in a time frame he would acceptMr [redacted] had moved into the home prior to any Homark personnel arriving at the homeHomark was unable to witness the alleged mess left behind by the subcontractors Complaint: "material and labor the clean fix and replace damaged sheetrock insulation and spray foam on wire run down thru attic to basement" Response: Mr [redacted] had a specific location in the basement in which the wiring for the electric cove heaters was requested to be runSomewhere in the communication process this request got lost and the wires were run to the standard crossover location in the atticOn-site work was completed to extend these circuits from the attic crossover location to the requested location in the basementNo sheetrock was removed in this processA hole was drilled in the top and the bottom plate of a wall to run the wires into the basementUpon completion of this process, the holes in the top and bottom plates were not foamedSome of the alleged moisture issue in this location can also be accredited to the improper or non-existent use, by the customer, of the home's air exchange System as described in earlier paragraphs of this response Complaint: "all taping and texturing that still needs to be done" Response: Homark had a professional drywall finishing company in agreement to complete this workThe date was not yet set as schedules had not been alignedMr [redacted] then, as a result of anger due to being denied $3,in free upgrade doors and free installation of the doors, set forth unrealistic demands in regards to the completion of the drywall workMr [redacted] stated that he was "not going to accept one single speck of dust" after the work was completeI began to explain the procedure and told him that many precautions would be taken, but stopping all dust was not possible, He then repeated himself "not one single speck of dust"He went on to tell me that we better get it lined up soon as it was going to start warming upHe stated that the parties completing the work were not allowed to use the heat or air conditioning in the homeHe made sure to emphasize that the hotter it gets the more miserable the workers are going to becomeMr [redacted] ended our conversation with an explicit statement saying he wanted us to hurry up so he could "get us the [redacted] out of his life" then he hung up the phoneIt was very clear that Mr [redacted] was not going to be cooperative in the process of completing the service work on his homeAt that point I was instructed by my Superior to recap the conversation in a letter to Mr [redacted] and propose a settlement ________________ offer to him in place of completing the service work in a hostile settingMr [redacted] rejected the offer Complaint: "fix leak in hwr system, toilet, master shower and also there is a leak between my marriage walls in winter there is water dripping onto basement floor." Response: Homark has hired an HVAC contractor to go to the [redacted] home twice, at the request of the customer, to verify proper function of the air exchange and heating systemsOn the second visit the HVAC Technician witnessed the HRV system not being used at allThe unit was off and towels were stuffed in the inlets so the air could not pass from the home to the outside and from outside inThe technician removed the towels, turned the furnace on, and verified function of the systemHe found no problem with the System when it is being used as the unit's instructions stateThe customer was informed that he must use the System, and when in use it must be used as the instructions state I have no records or memory of an issue with a toiletThe Master bathroom shower had a drain line drip into the basement which was repaired on 10/09/2014, I have heard nothing until now about any other problems with this showerThe alleged leak between the marriage walls into the basement has not been investigated as Mr [redacted] became hostile before Homark service personnel returned to the homeThis is most likely caused by Mr [redacted] 's refusal to use the furnace and HRV systems while away from the homeThe code mandated 33% air exchange per hour does not happen in this home when these systems are not in useThe air becomes moist and stagnantCondensation is a certainty under these conditions Complaint: "finish installing baseboard in stairwell on main floor the baseboard never got installed" Response: The purchase agreement states that the stairwell is the responsibility of the purchaserHomark provides a frame out which is to be removed when the home is on siteThe customer had no means to remove this, so as a courtesy, Homark removed it for him so he could get the stairs built Complaint: "replace and repair cabinet drawers I had a cabinet maker come to my house to review the problem and he found that the drawers improper size and improperty installedThe people I purchased the house from made an effort to fix the drawers but their efforts were wrong size drawers and using cardboard to shim rails of the glides" Response: There was an issue with the drawers in the homeThe drawer itself is made of a material which is wrapped with a hardwood looking contact paperThis material comes to Homark pre wrapped and ready to be cut to sizeWe had an issue with a batch of material received which had the wrap seam in the wrong location and some of it started to come looseHomark replaced all of the drawers in the home from a new batch of material correcting this issueMr [redacted] made complaints of a couple drawers not closing as Smoothly as othersHe demonstrated to me how he felt they should operateHe basically wanted to tap the drawer and have it close itselfThough this would be nice, not typically a realityThe weight of what is actually in the drawer will also affect how the drawer ________________ operatesMr [redacted] has "soft close" drawer guides in his home, which because of industry tolerances in materials, may need shimming to properly alignThis is a standard operating procedure Homark uses when adjusting drawer guidesHomark had made adjustments to the drawers in question and I believe even replaced the guides in an attempt to satisfy Mr [redacted] 's complaintThe last time Homark service personnel were at the home, they checked the drawers and found nothing wrong with the way the drawers operated Mr [redacted] made a comment in his desired resolution statement in which I would also like to addressHe spoke of the fact that our homes are not built to the same codes as stick built homesIn this case he is incorrectThe manufactured "HUD approved" line is not built to the IRC, code it is built to HUD codes and standardsHis home is a modular home which is built to the same IRC codes and standards as a stick or site built homeThe complaint Mr [redacted] has is about the electrical inspectionsI have explained this to him on multiple occasions, I have also spoken with the Minnesota Department of Labor and Industry Codes and Licensing Division who is the governing body in regards to the building codesOn a stick built home, an electrician is required to have a "Rough in and a "Final" inspection done on the wiring by a certified electrical inspectorThis is the document in which Mr [redacted] is seekingIn a production line setting the codes and regulations are the same, but the inspection process is differentPrior to building any home, Homark must submit all plans to the MN DLI Codes and Licensing Division for approvalEverything from wall, floor, and roof design, to plumbing, electrical, and heating is subject to pre-approvalEvery Modular home produced is inspected by a MN DLI Codes and Licensing Division Inspector at various stages throughout productionThey inspect much more thoroughly than any on-site building officialThey check the grades of lumber used, type, size, and number of fasteners used in specific locations, wiring installation, gauge, breaker size, receptacle location and spacing, plumbing and electrical testing procedures and results, the list goes on and onThe point I am trying to make is that the "Rough in" inspection document in which the on-site electrical inspector claims he needs does not exist nor is it neededThe home is already approved by state's highest officials on this matterNow the basement or any other electrical work in which Mr [redacted] hired an electrician to do outside of the structure manufactured by Homark is subject to these on-site inspection procedures ________________ In summary, I believe Homark has made adequate attempts to satisfy Mr [redacted] 's concerns every step of the wayHomark takes a lot of pride in the product we produceThe process is not without flaws and mistakes can happen as is the case with any industry or any personEven through the hostile behavior and inappropriate actions and comments by Mr [redacted] , Homark attempted to resolve the situation by presenting a settlement offerThis offer was more than adequate to cover the expenses of any remaining legitimate warranty claims against HomarkThe majority of Mr [redacted] 's dissatisfaction is of his own doingHe had every opportunity to order the upgraded interior doors he actually wanted at the point of saleThe fact that he did not want to pay for them then, should not mean Homark should be expected to pay for them nowMr [redacted] has made multiple attempts with state governing agencies and even hired a private Engineer in an attempt to find a problem with the homeEach attempt has ended with the same result, Homark has built the home as ordered by the customer with no code violations and no defects which have any negative impact on the usability or integrity of the structure whatsoever I thank you very much for the opportunity to respond to these allegations and appreciate your time spent to review all sides of this matter( [redacted] Revdex.com Response Letter 3-1-16.pdf)
FYI, this is concerning Complaint number: [redacted] ...as of 7am this morningThe Installer from Bath Fitter came in and addressed my concerns and complaint and fixed themI wanted to thank you so much for your help its funny how quickly they got back to me after starting this complaint with youNow they are very quick to address any concerns I was havingAgain Thank YOU
***response has been scanned in and converted to text below (original document is available using the online complaint system) The following letter is in response to the February 29, received consumer complaint made to the Revdex.com of Minnesota and North Dakota by Mr*** [redacted] Before I directly address the issues listed in the complaint I would like to provide Some background information about The Homark Co., Inc(hereinafter "Homark") Standard operating procedures as well as the interactions between Homark and Mr [redacted] Once Homark completes the manufacture of the home, it is the dealer's responsibility to complete the set up and any on-site finish work required on the home, unless otherwise stated in the purchase agreementIn this case, the dealership is owned by HomarkHomark uses the services of a licensed home set up company to install the home on the supporting structure, in this case a basementHomark then uses a Homark employed on-site finish crew to complete the marriage line drywall finishing, marriage line door and trim installation, end wall siding, end wall soffit, fascia, and drip edge installations, drywall cracks from transport, and floor covering not able to be completed by the manufacturerHomark then, as a courtesy not a requirement, will provide an initial cleaning and inspection of the homeThis is not a professional cleaning During the busy summer months it is not uncommon for the set up company to complete the installation of multiple homes back to backThis process usually takes a little under half of the time it takes to complete the on-site finish workTherefore it is not uncommon for a home to sit empty waiting for the on-site finish crew to arrive to complete the processIn the case of Mr [redacted] 's home, he was unwilling to wait for Homark's crew so Homark had to hire subcontractors to complete the on-site finish work Mr [redacted] first complained about the cabinets in his homeHe did not approve of the shade variance between the doors and the cabinet stylesThe materials Homark uses during the construction of the cabinets are pre finished materials from different vendorsThe doors and drawer fronts come from one company and the style material from another, Mr [redacted] had walked through display homes on the sales lot which had the same style cabinets with the same shade varianceIn fact, he walked through his home near the end of the production line and never said a wordThe only ________________ complaint I am aware of from this walk through is that the under mount sink he wanted was not correctWe changed the sink prior to the home leaving our facility Mr [redacted] also did not accept any variance in the measurements of the reveals on his interior door frames, Myself and a member of my on-site finish crew spent days rebuilding interior door jambs to get the reveals to match as close as we possibly couldNext Mr [redacted] did not like the height of the interior door knobsHe told me he ordered the cheapest door option offered with the intention of replacing the door cores with solid doors from MenardsHe stated that he would be unable to reuse the existing frames because the hardware height would not match the new doorsI told him that the door slabs come to Homark predrilled and there was nothing I could do with it Mr [redacted] mentioned the fact that the ceiling drywall seams looked so horrible that it actually made him angry to even look at themI checked the seams with a Straight edge and there was a little variance, but not a lotThis is a job in which joint compound is added to an already flat surface to cover joint tape on the seamsIt is feathered out to blend as much as possibleI mentioned that the homes are sprayed with primer and maybe painting the ceiling would help blend the seams better, Mr [redacted] painted the kitchen ceiling and said it made it look worseAgain I accompanied my service crew to the home to review this allegationI do not know about worse, but you could still see Some shadow linesMr [redacted] had been very agitated with this issueAgitated to the point that he stood face to face with me at his kitchen table yelling at me about how he cannot even sit in his recliner because he might look up and see the ceilingHe got so heated that my service personnel who were at the home with me that trip actually stopped what they were doing to make sure everything was okFinally, instead of arguing further, I agreed that Homark would try to make these seams in the ceiling blend betterHomark contacted a professional taper to perform the workMr [redacted] wanted to wait until spring so the windows could be opened to circulate the airI agreed that this would be best In the meantime Mr [redacted] made complaints about flies in his attic and blamed it on the vented soffit used in the home claiming the holes are too bigThe particular soffit he is referring to has vent holes with a 1/8" diameter, He made complaints of excessive moisture in the home, yet he refused to use the air exchange system in the home while he was away from the lakeBuilding code states that 33% of the home's air volume must be exchanged every hourHomark has hired an HVAC company to go to the home twice to verify proper operation of the furnace and air exchange systemOn the second trip there, the technician witnessed the air exchange system turned off and towels shoved in the inlets to prevent the unit from workingMr [redacted] explained that he uses the electric cove heaters to keep the home at about degrees while they are away from the lakeHe doesn't want the warm air of the home being pulled out by the air exchangerThe furnace doesn't run at all until they are leaving their home in Grand Forks to head to the lakeMr [redacted] then connects to his thermostat via so the home is up to temperature when they arriveThere is no air circulation in the home without the furnace running In April Mr [redacted] had inquired with our salesman about the cost of replacing his existing interior doors with the upgrade solid core door optionOnce he received the price from our salesman he decided that was way too expensiveNow Mr [redacted] was willing to accept the ceiling drywall seams as is, if we gave him the upgrade doors and ________________ installed them for free insteadThis was a shock to me given the previous altercation about the drywallI told our salesman that I would rather satisfy the situation which caused the previous altercation On May 8, Mr [redacted] and I had a telephone conversation about the possible door replacementI told Mr [redacted] that my intention was to do the drywall work as previously demanded, not replace the doorsAgain he became agitated and set forth a couple of unrealistic conditionsHe closed the conversation with an explicit statement and hung up the phoneMy Superior had overheard the last portion of the conversation and asked what was going onAfter filling him in, he instructed me to write Mr [redacted] a letter recapping the conversation and informing him of Homark's intentions to propose a settlement offer instead of completing the service work under hostile conditionsMr [redacted] rejected the settlement offerI am attaching the letter from myself to Mr [redacted] (document A), a copy of the settlement offer (document B), and the email from Mr [redacted] rejecting the offer (document C) Mr [redacted] proceeded to contact the Minnesota Department of Labor and Industry Codes and Licensing Division to plead his caseAfter reviewing the information, the DLl determined that there were no code violations and there was nothing they could do Mr [redacted] had made an allegation that the home was in no way fastened to the foundationI assured him that it was and told him how it would be doneHe continued to insist this was not doneMr [redacted] then hired an Engineer out of Crookston, MN to do a walk through to prove there was a problemThe Engineer contacted me with a couple of questionsHe wanted to know how the homes were fastened to the foundation sill plateI told him how the home should have been fastenedHe verified that I was correctHe questioned the method as it was not the method listed in the codesI spoke with the third party Engineer who calculates and verifies whether or not our designs meet any applicable codes and regulationsHe verified that the procedure used does in fact meet the requirements of the codeI sent this verification to the Minnesota Department of Labor and Industry Codes and Licensing Division for concurrenceThey also approved the design and it is stamped as suchI forwarded this stamped, approved document to Mr [redacted] 's Engineer and never heard anything else backOn 2/19/I received a call from the MN DEIMr [redacted] had contacted them againNow he was looking for a copy of the approved design documentI emailed him a copy on 2/19/I have attached a copy of the approved design document (document D) Now that you have the background information of this case, I will proceed to replying directly to Mr [redacted] 's allegations Complaint: "interior of house was not cleaned at allWhen we moved in we had to clean out wire rough in material sheetrock dust and sawdustAnd anything else that would be considered construction debrisContract states that they are not to pick up the lot but the inside is to be clean" Response: The customer is correct that the purchase agreement states that the site cleanup is the responsibility of the purchaserIt however does not state anything about ________________ cleaning the interior of the home as Mr [redacted] claimsBefore a home leaves the Homark facility it is very thoroughly cleanedDuring the setup and on-site finishing of the home, more construction debris is createdWhen a home is sold by a Homark owned retailer, as in this case, a Homark based on-site finish crew performs the on-site finish workUpon completion of the home our crew cleans the inside of the home as a courtesyIt is not a "professional" cleaning, but we do our best to wipe down counter tops, cabinets, Scrub linoleum, and vacuum carpetsIn the case of Mr [redacted] 's home, he was unwilling to wait for our crew to finish their current project and move on to hisHomark had to hire subcontractors to complete the on-site finishing of the home in an effort to get Mr [redacted] 's home move in ready in a time frame he would acceptMr [redacted] had moved into the home prior to any Homark personnel arriving at the homeHomark was unable to witness the alleged mess left behind by the subcontractors Complaint: "material and labor the clean fix and replace damaged sheetrock insulation and spray foam on wire run down thru attic to basement" Response: Mr [redacted] had a specific location in the basement in which the wiring for the electric cove heaters was requested to be runSomewhere in the communication process this request got lost and the wires were run to the standard crossover location in the atticOn-site work was completed to extend these circuits from the attic crossover location to the requested location in the basementNo sheetrock was removed in this processA hole was drilled in the top and the bottom plate of a wall to run the wires into the basementUpon completion of this process, the holes in the top and bottom plates were not foamedSome of the alleged moisture issue in this location can also be accredited to the improper or non-existent use, by the customer, of the home's air exchange System as described in earlier paragraphs of this response Complaint: "all taping and texturing that still needs to be done" Response: Homark had a professional drywall finishing company in agreement to complete this workThe date was not yet set as schedules had not been alignedMr [redacted] then, as a result of anger due to being denied $3,in free upgrade doors and free installation of the doors, set forth unrealistic demands in regards to the completion of the drywall workMr [redacted] stated that he was "not going to accept one single speck of dust" after the work was completeI began to explain the procedure and told him that many precautions would be taken, but stopping all dust was not possible, He then repeated himself "not one single speck of dust"He went on to tell me that we better get it lined up soon as it was going to start warming upHe stated that the parties completing the work were not allowed to use the heat or air conditioning in the homeHe made sure to emphasize that the hotter it gets the more miserable the workers are going to becomeMr [redacted] ended our conversation with an explicit statement saying he wanted us to hurry up so he could "get us the [redacted] out of his life" then he hung up the phoneIt was very clear that Mr [redacted] was not going to be cooperative in the process of completing the service work on his homeAt that point I was instructed by my Superior to recap the conversation in a letter to Mr [redacted] and propose a settlement ________________ offer to him in place of completing the service work in a hostile settingMr [redacted] rejected the offer Complaint: "fix leak in hwr system, toilet, master shower and also there is a leak between my marriage walls in winter there is water dripping onto basement floor." Response: Homark has hired an HVAC contractor to go to the [redacted] home twice, at the request of the customer, to verify proper function of the air exchange and heating systemsOn the second visit the HVAC Technician witnessed the HRV system not being used at allThe unit was off and towels were stuffed in the inlets so the air could not pass from the home to the outside and from outside inThe technician removed the towels, turned the furnace on, and verified function of the systemHe found no problem with the System when it is being used as the unit's instructions stateThe customer was informed that he must use the System, and when in use it must be used as the instructions state I have no records or memory of an issue with a toiletThe Master bathroom shower had a drain line drip into the basement which was repaired on 10/09/2014, I have heard nothing until now about any other problems with this showerThe alleged leak between the marriage walls into the basement has not been investigated as Mr [redacted] became hostile before Homark service personnel returned to the homeThis is most likely caused by Mr [redacted] 's refusal to use the furnace and HRV systems while away from the homeThe code mandated 33% air exchange per hour does not happen in this home when these systems are not in useThe air becomes moist and stagnantCondensation is a certainty under these conditions Complaint: "finish installing baseboard in stairwell on main floor the baseboard never got installed" Response: The purchase agreement states that the stairwell is the responsibility of the purchaserHomark provides a frame out which is to be removed when the home is on siteThe customer had no means to remove this, so as a courtesy, Homark removed it for him so he could get the stairs built Complaint: "replace and repair cabinet drawers I had a cabinet maker come to my house to review the problem and he found that the drawers improper size and improperty installedThe people I purchased the house from made an effort to fix the drawers but their efforts were wrong size drawers and using cardboard to shim rails of the glides" Response: There was an issue with the drawers in the homeThe drawer itself is made of a material which is wrapped with a hardwood looking contact paperThis material comes to Homark pre wrapped and ready to be cut to sizeWe had an issue with a batch of material received which had the wrap seam in the wrong location and some of it started to come looseHomark replaced all of the drawers in the home from a new batch of material correcting this issueMr [redacted] made complaints of a couple drawers not closing as Smoothly as othersHe demonstrated to me how he felt they should operateHe basically wanted to tap the drawer and have it close itselfThough this would be nice, not typically a realityThe weight of what is actually in the drawer will also affect how the drawer ________________ operatesMr [redacted] has "soft close" drawer guides in his home, which because of industry tolerances in materials, may need shimming to properly alignThis is a standard operating procedure Homark uses when adjusting drawer guidesHomark had made adjustments to the drawers in question and I believe even replaced the guides in an attempt to satisfy Mr [redacted] 's complaintThe last time Homark service personnel were at the home, they checked the drawers and found nothing wrong with the way the drawers operated Mr [redacted] made a comment in his desired resolution statement in which I would also like to addressHe spoke of the fact that our homes are not built to the same codes as stick built homesIn this case he is incorrectThe manufactured "HUD approved" line is not built to the IRC, code it is built to HUD codes and standardsHis home is a modular home which is built to the same IRC codes and standards as a stick or site built homeThe complaint Mr [redacted] has is about the electrical inspectionsI have explained this to him on multiple occasions, I have also spoken with the Minnesota Department of Labor and Industry Codes and Licensing Division who is the governing body in regards to the building codesOn a stick built home, an electrician is required to have a "Rough in and a "Final" inspection done on the wiring by a certified electrical inspectorThis is the document in which Mr [redacted] is seekingIn a production line setting the codes and regulations are the same, but the inspection process is differentPrior to building any home, Homark must submit all plans to the MN DLI Codes and Licensing Division for approvalEverything from wall, floor, and roof design, to plumbing, electrical, and heating is subject to pre-approvalEvery Modular home produced is inspected by a MN DLI Codes and Licensing Division Inspector at various stages throughout productionThey inspect much more thoroughly than any on-site building officialThey check the grades of lumber used, type, size, and number of fasteners used in specific locations, wiring installation, gauge, breaker size, receptacle location and spacing, plumbing and electrical testing procedures and results, the list goes on and onThe point I am trying to make is that the "Rough in" inspection document in which the on-site electrical inspector claims he needs does not exist nor is it neededThe home is already approved by state's highest officials on this matterNow the basement or any other electrical work in which Mr [redacted] hired an electrician to do outside of the structure manufactured by Homark is subject to these on-site inspection procedures ________________ In summary, I believe Homark has made adequate attempts to satisfy Mr [redacted] 's concerns every step of the wayHomark takes a lot of pride in the product we produceThe process is not without flaws and mistakes can happen as is the case with any industry or any personEven through the hostile behavior and inappropriate actions and comments by Mr [redacted] , Homark attempted to resolve the situation by presenting a settlement offerThis offer was more than adequate to cover the expenses of any remaining legitimate warranty claims against HomarkThe majority of Mr [redacted] 's dissatisfaction is of his own doingHe had every opportunity to order the upgraded interior doors he actually wanted at the point of saleThe fact that he did not want to pay for them then, should not mean Homark should be expected to pay for them nowMr [redacted] has made multiple attempts with state governing agencies and even hired a private Engineer in an attempt to find a problem with the homeEach attempt has ended with the same result, Homark has built the home as ordered by the customer with no code violations and no defects which have any negative impact on the usability or integrity of the structure whatsoever I thank you very much for the opportunity to respond to these allegations and appreciate your time spent to review all sides of this matter( [redacted] Revdex.com Response Letter 3-1-16.pdf)