The Lorraine Company

I am rejecting this response because:Please review the attached documents from [redacted] on behalf of ***I received these documents in late March and forwarded the information to MrO [redacted] in a timely mannerIf he has a dispute he should take it up with WOW and or [redacted] [redacted] Claims Manager,###-###-#### I am in the middle and not responsible for cable damage caused by The Lorraine Company employees Regards, [redacted]

Are you forgetting that it took me months to get you to give me the plans to resubmit to the county? We even had to pay the fee again because we didn't meet the deadline to resubmitThis is why the permit was late! During this time period I called you multiple times and left you voicemails, but you never answered or returned my phone callsI can surely show proof of that (texts, and phone call records) My customer also failed to mention that she was out of the country for several monthsI was NOT out of the country for several months! I told you clearly I will be out of the country for days, and your exact words were "Oh we dont need you here, we will just do the work outside" During that time I did keep her undated but granted it was winter (Not sure if you noticed but our winter this year was 60s, so this project was project easily could have finished several months beforeWhen I called you in between all these times, every time you told me "Oh I have this house project I just got I have to finish before I start yours" and I said okay that's fineI understood thatThen upon calling you again you said "it will be started this week" BUT once again no one showed up to do ANYTHING for a week and halfThen I called you again, your excuse was "Rain", yet it didn't rain in Marysville that whole weekI can go on and on about this Never said I fell "through" the railing, but I surely fellPicture attached Yes you have made it right "eventually", but you are forgetting to mention this was made right after me calling and texting you multiple times, then you promising to show up but never showing upI have taken days off from work because you said you would come, but never showed upAnd it's only after this complaint that you have actually started to text me the updates What additional work are you talking about? You did not fill the pavers right and then you are saying that you agreed to send me bag of sand like you are doing me favor? More than half of them were loose on the edges, the spindles are split in half to this dayWhat exactly is extra? I am guessing "willing" was the keyword when you "we have always willing to come back within a week", since you never actually haveYou have NEVER came back within a week of my complaints, not once! I complained to the Charlie and Jeff multiple times about the gravel, may be your men should communicate with you Did you not drive a truck on the yard? I have pictures showing tires and dead grass to prove this, if you would like Really? No heavy equipment? If you put brick or gravel in a truck, the equipment does become heavy As far as this timeline goes, let me go ahead and provide you with screenshots of the texts so Revdex.com and The Lorraine Company (Todd) can actually see the words, dates and times of the texts (Unfortunately I am limited to the number of files): If you are going to quote yourself, please do it rightYou actually said "No problemI will go through it when I drop off permitIt will probably be tomorrowJeff has it in his truck" April at 6:21pm: Can you come later in the day around 4? That way I will be homeThere are some loose bricks on the patio as well April at 4:39pm: Did not answer my callThen sent a message "I am in a meeting" April at 7:pm: I will be out tomorrow at 4-4:3- to address any issues you haveI just got your permit too April at 4:pm: Hey are you coming today? No response, no follow up, no phone call...Nothing! I went home early from work just for this April @ 12:23pm: Hey when are you coming today please make sure that all the gravel is picked up from our neighbors yardHe complained to me yesterday that there is a mess in the backIt was very upsetting to hearAlso let me know what time you will be comingI ended up not getting things yesterday because I was waiting for you but you never showed up or answered my phone callLet me know so I am not holding up my errands and my schedule waiting Once again NO RESPONSE! April At 5:36p,: Hey Are you going to drop off my paperwork that you are holding onto for the past weekIf you are not planning on you need to let me knowAlso, if anyone falls or hurts themselves from the railing or the loose boards or the popped nails or If I get fined by the HOA from the gravel sitting in my neighbors yard, I fully plan on taking legal action against your companyI will wait till Tuesday for you to address and fix ALL the issues if I do not you will be hearing from my lawyerThank you very much April at 5:39pm: OK When you promise someone that you will come and give that person a time, and they are waiting for you but you never actually show up or text or call that you cant make it, that is VERY VERY disrespectfulYou were paid to do this, and a LOT of money, this is your profession your customers expect that things be done in a timely manner, neatly and professional mannerIf you think you can not make certain times, or complete the project or anything of that sort then you need to tell the customer this rather than hiding and not answering phone calls or texts or making fake promises, just tell your customer that you can not make it rather than having them drop everything and wait for youI would have certainly appreciated this, in fact I have been VERY patient throughout all this and respected you, and your time In conclusion, I do not want to waste my valuable time on this anymoreThank You

What my customer regrets to inform you about is the fact that the job took so long to start for several reasons: She received her approval from HOA and her permit for zoning but neglected to get her building permitBy the time she finally received it, it was winterMy customer also failed to mention that she was out of the country for several monthsDuring that time I did keep her undated but granted it was winter and there was not much chance of starting or completing any kind of outdoor workThis she knew because I made sure to keep in contact with herI informed her on what progress was made and what we were holding off on doing until the ground became unfrozenI have included a picture where you can see that it's impossible to fall through railing with a 2xtouching the groundEach complaint we have received from this customer we have gone back and made rightEven when the workmanship was goodWe believe in customer service and we did not charge her for all the additional workWe have always been willing to come back within a week of all of her complaintsThis is the first time I have even heard about the complaint regarding the gravel under her porchShe never mentioned it before this.No heavy equipment was ever driven in her yardNo heavy equipment was even brought to this jobI have a timeline of text between the customer and myself that I would like share: April 16, - Completion of entire job.April - Balance of $4,was paid in full.-I received a text from my customer saying some nails were sticking up, there was a loose rail and it was not nailed off.-I responded two minutes later with a text saying no problem, I'll be out to fix any problem she has as soon as I can and and I'll bring the permit with me as well.April - Customer sends me a text with threats that she is going to sue me, and that there was gravel in the neighbors yard.-I responded with telling her we would be out on April to address any issues she had.April - My foreman stopped out to customer's house to bring her extra pavers at no additional costApril - The day was rained out.April - I personally went to the job site to talk with customer and fix any problemsI ended up replacing spindles, countersunk the nails and nailed off the stepsApril - Added boards under the steps and fixed the pavers.May - Replaced spindles, then screwed each one instead of just nailing it, replaced decking board on step.May - I agreed to add sand to her patio.May - I Informed the customer that the sand was bought and that we are were waiting for a dry dayI told her to mark the pavers that she felt there was a problem with-Customer responded that she would mark the bricks with blue tape, thank you for following up and that she appreciated it If the customer was not satisfied, then why did she pay in full on the day of completion? It's unfair that she said she "highly doubts he will live up to his year workmanship guarantee" when we have taken care of every issue and more that she has brought to our attentionWe disagree with this complaint because we always honor our warranty and workmanshipThank you Revdex.com for allowing us this opportunity to defend ourselves against these accusationsContractors need the chance to be heard as well as well as the homeownerIn closing I will say, some people can never be made happy and they always want more

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me Regards, [redacted]

Are you forgetting that it took me months to get you to give me the plans to resubmit to the county? We even had to pay the fee again because we didn't meet the deadline to resubmitThis is why the permit was late! During this time period I called you multiple times and left you voicemails, but you never answered or returned my phone callsI can surely show proof of that (texts, and phone call records)My customer also failed to mention that she was out of the country for several monthsI was NOT out of the country for several months! I told you clearly I will be out of the country for days, and your exact words were "Oh we dont need you here, we will just do the work outside" During that time I did keep her undated but granted it was winter (Not sure if you noticed but our winter this year was 60s, so this project was project easily could have finished several months beforeWhen I called you in between all these times, every time you told me "Oh I have this house project I just got I have to finish before I start yours" and I said okay that's fineI understood thatThen upon calling you again you said "it will be started this week" BUT once again no one showed up to do ANYTHING for a week and halfThen I called you again, your excuse was "Rain", yet it didn't rain in Marysville that whole weekI can go on and on about this
Never said I fell "through" the railing, but I surely fellPicture attached
Yes you have made it right "eventually", but you are forgetting to mention this was made right after me calling and texting you multiple times, then you promising to show up but never showing upI have taken days off from work because you said you would come, but never showed upAnd it's only after this complaint that you have actually started to text me the updates
What additional work are you talking about? You did not fill the pavers right and then you are saying that you agreed to send me bag of sand like you are doing me favor? More than half of them were loose on the edges, the spindles are split in half to this dayWhat exactly is extra?
I am guessing "willing" was the keyword when you "we have always willing to come back within a week", since you never actually have. You have NEVER came back within a week of my complaints, not once!
I complained to the Charlie and Jeff multiple times about the gravel, may be your men should communicate with you
Did you not drive a truck on the yard? I have pictures showing tires and dead grass to prove this, if you would like
Really? No heavy equipment? If you put brick or gravel in a truck, the equipment does become heavy
As far as this timeline goes, let me go ahead and provide you with screenshots of the texts so Revdex.com and The Lorraine Company (Todd) can actually see the words, dates and times of the texts (Unfortunately I am limited to the number of files):
If you are going to quote yourself, please do it rightYou actually said "No problemI will go through it when I drop off permitIt will probably be tomorrowJeff has it in his truck"
April at 6:21pm: Can you come later in the day around 4? That way I will be homeThere are some loose bricks on the patio as wellApril at 4:39pm: Did not answer my callThen sent a message "I am in a meeting"
April at 7:pm: I will be out tomorrow at 4-4:3- to address any issues you haveI just got your permit too
April at 4:pm: Hey are you coming today?
No response, no follow up, no phone call...Nothing! I went home early from work just for this
April @ 12:23pm: Hey when are you coming today please make sure that all the gravel is picked up from our neighbors yardHe complained to me yesterday that there is a mess in the backIt was very upsetting to hearAlso let me know what time you will be comingI ended up not getting things yesterday because I was waiting for you but you never showed up or answered my phone callLet me know so I am not holding up my errands and my schedule waiting
Once again NO RESPONSE!
April At 5:36p,: Hey Are you going to drop off my paperwork that you are holding onto for the past weekIf you are not planning on you need to let me knowAlso, if anyone falls or hurts themselves from the railing or the loose boards or the popped nails or If I get fined by the HOA from the gravel sitting in my neighbors yard, I fully plan on taking legal action against your companyI will wait till Tuesday for you to address and fix ALL the issues if I do not you will be hearing from my lawyerThank you very much
April at 5:39pm: OK
When you promise someone that you will come and give that person a time, and they are waiting for you but you never actually show up or text or call that you cant make it, that is VERY VERY disrespectfulYou were paid to do this, and a LOT of money, this is your profession your customers expect that things be done in a timely manner, neatly and professional mannerIf you think you can not make certain times, or complete the project or anything of that sort then you need to tell the customer this rather than hiding and not answering phone calls or texts or making fake promises, just tell your customer that you can not make it rather than having them drop everything and wait for youI would have certainly appreciated this, in fact I have been VERY patient throughout all this and respected you, and your time
In conclusion, I do not want to waste my valuable time on this anymoreThank You

From: *** *** ***] Sent: Thursday, January 26, 7:PMTo: ***Subject: ID ***Hi *** I was looking through my emails and what happened I sent it to the Attorney General and thought I sent it to youI'm having a hard time keeping everything straightSo you're right you never received itBelow is the voided check, the receipt of the certified mail and also a screenshot shot of the USPS email stating that they left a noticeWe sent it certified so only Todd O*** was allowed to sign for it because I didn't want him saying that he personally didn't receive itI have a video of me putting it in the envelope and sending it so he can't make any excuses. Thank you,*** ***

On Jun 5, 1:PM, "*** ***" wrote:Good morningJust a note to let you knowWe did go back to the bank thismorning to cash the check from Todd O*** with the Lorraine company andwe did receive our money back for our flooringThank you so much
for yourassistance and we can now close the case*** and *** ***Thankyou again

We built the fence in November of last yearIf we EVER cut a cable line while working on a customers property they let us know 100% of the time within hours, not wait months after the factWe have NEVER nor have our customers had any expenses accrue due to a cable line being cutEspecially
not $2,000! I do not feel I hold any responsibility for these chargesIf anything I feel harassed and taken advantage of by crooks. There's absolutely no reason it should take months after the fence was installed to get in contact with me over this issue

I apologize, I misworded my original complaintI want $which is 10%.The cancellation letter was post marked November 22, (Tuesday) The day the Attorney General contacted youI sent the signed contract to cancel my contract on Monday November The last communication with you was on November 10, when I asked you to contact me when you sent the check and contract so I can watch it in the mail and never heard from you until I received your letterI was advised to just communicate through the Attorney General and the Revdex.comI'm happy to see that you mailed my refund check today Tuesday December 20, I should be receiving it in the mail by Friday December

Are you forgetting that it took me 1.5 months to get you to give me the plans to resubmit to the county? We even had to pay the fee again because we didn't meet the deadline to resubmit. This is why the permit was late! During this time period I called you multiple times and left you voicemails, but you never answered or returned my phone calls. I can surely show proof of that (texts, and phone call records).
My customer also failed to mention that she was out of the country for several months. I was NOT out of the country for several months! I told you clearly I will be out of the country for 10 days, and your exact words were "Oh we dont need you here, we will just do the work outside" During that time I did keep her undated but granted it was winter (Not sure if you noticed but our winter this year was 60s, so this project was project easily could have finished several months before. When I called you in between all these times, every time you told me "Oh I have this house project I just got I have to finish before I start yours" and I said okay that's fine. I understood that. Then upon calling you again you said "it will be started this week" BUT once again no one showed up to do ANYTHING for a week and half. Then I called you again, your excuse was "Rain", yet it didn't rain in Marysville that whole week. I can go on and on about this.
Never said I fell "through" the railing, but I surely fell. Picture attached.
Yes you have made it right "eventually", but you are forgetting to mention this was made right after me calling and texting you multiple times, then you promising to show up but never showing up. I have taken days off from work because you said you would come, but never showed up. And it's only after this complaint that you have actually started to text me the updates.
What additional work are you talking about? You did not fill the pavers right and then you are saying that you agreed to send me bag of sand like you are doing me favor? More than half of them were loose on the edges, the spindles are split in half to this day. What exactly is extra?
I am guessing "willing" was the keyword when you "we have always willing to come back within a week", since you never actually have. You have NEVER came back within a week of my complaints, not once!
I complained to the Charlie and Jeff multiple times about the gravel, may be your men should communicate with you.
Did you not drive a truck on the yard? I have pictures showing tires and dead grass to prove this, if you would like.
Really? No heavy equipment? If you put brick or gravel in a truck, the equipment does become heavy
As far as this timeline goes, let me go ahead and provide you with screenshots of the texts so Revdex.com and The Lorraine Company (Todd) can actually see the words, dates and times of the texts (Unfortunately I am limited to the number of files): 
If you are going to quote yourself, please do it right. You actually said "No problem. I will go through it when I drop off permit. It will probably be tomorrow. Jeff has it in his truck"
April 17 at 6:21pm: Can you come later in the day around 4? That way I will be home. There are some loose bricks on the patio as well.
April 18 at 4:39pm: Did not answer my call. Then sent a message "I am in a meeting"
April 18 at 7:57 pm: I will be out tomorrow at 4-4:3- to address any issues you have. I just got your permit too.
April 19 at 4:44 pm: Hey are you coming today?
No response, no follow up, no phone call...Nothing! I went home early from work just for this.
April 20 @ 12:23pm: Hey when are you coming today please make sure that all the gravel is picked up from our neighbors yard. He complained to me yesterday that there is a mess in the back. It was very upsetting to hear. Also let me know what time you will be coming. I ended up not getting things yesterday because I was waiting for you but you never showed up or answered my phone call. Let me know so I am not holding up my errands and my schedule waiting.
Once again NO RESPONSE!
April 22 At 5:36p,: Hey Are you going to drop off my paperwork that you are holding onto for the past week. If you are not planning on you need to let me know. Also, if anyone falls or hurts themselves from the railing or the loose boards or the popped nails or If I get fined by the HOA from the gravel sitting in my neighbors yard, I fully plan on taking legal action against your company. I will wait till Tuesday for you to address and fix ALL the issues if I do not you will be hearing from my lawyer. Thank you very much.
April 22 at 5:39pm: OK
When you promise someone that you will come and give that person a time, and they are waiting for you but you never actually show up or text or call that you cant make it, that is VERY VERY disrespectful. You were paid to do this, and a LOT of money, this is your profession your customers expect that things be done in a timely manner, neatly and professional manner. If you think you can not make certain times, or complete the project or anything of that sort then you need to tell the customer this rather than hiding and not answering phone calls or texts or making fake promises, just tell your customer that you can not make it rather than having them drop everything and wait for you. I would have certainly appreciated this, in fact I have been VERY patient throughout all this and respected you, and your time.
In conclusion, I do not want to waste my valuable time on this anymore. Thank You.

I am rejecting this response because:Please review the attached documents from [redacted] on behalf of [redacted]. I received these documents in late March and forwarded the information to Mr. O[redacted] in a timely manner. If he has a dispute he should take it up with WOW and or [redacted]. [redacted]Claims Manager,###-###-####  I am in the middle and not responsible for cable damage caused by The Lorraine Company employees.
Regards,
[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

What my customer regrets to inform you about is the fact that the job took so long to start for several reasons: 1. She received her approval from HOA and her permit for zoning but...

neglected to get her building permit. By the time she finally received it, it was winter. My customer also failed to mention that she was out of the country for several months. During that time I did keep her undated but granted it was winter and there was not much chance of starting or completing any kind of outdoor work. This she knew because I made sure to keep in contact with her. I informed her on what progress was made and what we were holding off on doing until the ground became unfrozen. I have included a picture where you can see that it's impossible to fall through railing with a 2x4 touching the ground. Each complaint we have received from this customer we have gone back and made right. Even when the workmanship was good. We believe in customer service and we did not charge her for all the additional work. We have always been willing to come back within a week of all of her complaints. This is the first time I have even heard about the complaint regarding the gravel under her porch. She never mentioned it before this.No heavy equipment was ever driven in her yard. No heavy equipment was even brought to this job. I have a timeline of text between the customer and myself that I would like share: April 16, 2016 - Completion of entire job.April 17 - Balance of $4,650 was paid in full.-I received a text from my customer saying some nails were sticking up, there was a loose rail and it was not nailed off.-I responded two minutes later with a text saying no problem, I'll be out to fix any problem she has as soon as I can and and I'll bring the permit with me as well.April 22 - Customer sends me a text with threats that she is going to sue me, and that there was gravel in the neighbors yard.-I responded with telling her we would be out on April 26 to address any issues she had.April 23 - My foreman stopped out to customer's house to bring her extra pavers at no additional cost. April 26 - The day was rained out.April 27 - I personally went to the job site to talk with customer and fix any problems. I ended up replacing 14 spindles, countersunk the nails and nailed off the steps. April 30 - Added boards under the steps and fixed the pavers.May 3 - Replaced 11 spindles, then screwed each one instead of just nailing it, replaced decking board on step.May 4 - I agreed to add sand to her patio.May 10 - I Informed  the customer that the sand was bought and that we are were waiting for a dry day. I told her to mark the pavers that she felt there was a problem with. -Customer responded that she would mark the bricks with blue tape, thank you for following up and that she appreciated it.  If the customer was not satisfied, then why did she pay in full on the day of completion? It's unfair that she said she "highly doubts he will live up to his 3 year workmanship guarantee" when we have taken care of every issue and more that she has brought to our attention. We disagree with this complaint because we always honor our warranty and workmanship. Thank you Revdex.com for allowing us this opportunity to defend ourselves against these accusations. Contractors need the chance to be heard as well as well as the homeowner. In closing I will say, some people can never be made happy and they always want more.

According to the documents that you supplied the damage was caused on 12/8/2016. We collected your down payment on November 11/27/16 and collected your remainder upon completion of the job on 12/05/16. Following that time we were right down the street working on another customers property and did not hear of any complaints. The first thing we do when we build a fence is drill the holes for the posts. If there had been any issues with cable lines it would have occurred first thing, not after we had already left the job. We did not receive ANYTHING in reference to this until April 4th, 2017. Once again, we do not feel responsible for these charges. Please review the documents we have attached, which are in accordance with the dates we were working at your home. Thanks.

This was resolved.Thank you

Refunded

What my customer regrets to inform you about is the fact that the job took so long to start for several reasons: 1. She received her approval from HOA and her permit for zoning but neglected to get her building permit. By the time she finally received it, it was winter. My customer also...

failed to mention that she was out of the country for several months. During that time I did keep her undated but granted it was winter and there was not much chance of starting or completing any kind of outdoor work. This she knew because I made sure to keep in contact with her. I informed her on what progress was made and what we were holding off on doing until the ground became unfrozen. I have included a picture where you can see that it's impossible to fall through railing with a 2x4 touching the ground. Each complaint we have received from this customer we have gone back and made right. Even when the workmanship was good. We believe in customer service and we did not charge her for all the additional work. We have always been willing to come back within a week of all of her complaints. This is the first time I have even heard about the complaint regarding the gravel under her porch. She never mentioned it before this.No heavy equipment was ever driven in her yard. No heavy equipment was even brought to this job. I have a timeline of text between the customer and myself that I would like share: April 16, 2016 - Completion of entire job.April 17 - Balance of $4,650 was paid in full.-I received a text from my customer saying some nails were sticking up, there was a loose rail and it was not nailed off.-I responded two minutes later with a text saying no problem, I'll be out to fix any problem she has as soon as I can and and I'll bring the permit with me as well.April 22 - Customer sends me a text with threats that she is going to sue me, and that there was gravel in the neighbors yard.-I responded with telling her we would be out on April 26 to address any issues she had.April 23 - My foreman stopped out to customer's house to bring her extra pavers at no additional cost. April 26 - The day was rained out.April 27 - I personally went to the job site to talk with customer and fix any problems. I ended up replacing 14 spindles, countersunk the nails and nailed off the steps. April 30 - Added boards under the steps and fixed the pavers.May 3 - Replaced 11 spindles, then screwed each one instead of just nailing it, replaced decking board on step.May 4 - I agreed to add sand to her patio.May 10 - I Informed  the customer that the sand was bought and that we are were waiting for a dry day. I told her to mark the pavers that she felt there was a problem with. -Customer responded that she would mark the bricks with blue tape, thank you for following up and that she appreciated it.  If the customer was not satisfied, then why did she pay in full on the day of completion? It's unfair that she said she "highly doubts he will live up to his 3 year workmanship guarantee" when we have taken care of every issue and more that she has brought to our attention. We disagree with this complaint because we always honor our warranty and workmanship. Thank you Revdex.com for allowing us this opportunity to defend ourselves against these accusations. Contractors need the chance to be heard as well as well as the homeowner. In closing I will say, some people can never be made happy and they always want more.

I am rejecting this response because:My sole purpose for filing the complaint with Revdex.com is that The Lorraine Company never responded to [redacted] representative regarding the damage.The Lorraine Company can now dispute exact dates (December 5  vs December 8) with [redacted]   
Regards,
[redacted]

I have sent check # [redacted] in the mail to [redacted] at [redacted] Street Grove City, Ohio. She will be receiving the 10% of $480 as she requested. The last words that were spoken to [redacted] she was advised that we would be returning her money. We have kept in line with everything that we...

said we were going to do. We did not receive her signed cancellation of contract until after Thanksgiving, then we began to receive complaints filed against us. Not once since the cancellation has [redacted] tried to contact The Lorraine Company directly. If you have any questions, please feel free to ask. Thank you.