The Patio Kings

Hello ***, Thank you for taking time to speak with me regarding this complaint The complaint ID # is [redacted] - [redacted] We have recently become accredited with the Revdex.comIn our short history we have always responded to any filed complaints in a timely manner In this case it appears that not only did we have the complaint notices going to the wrong email, but the wrong mailing address as well Now that I have received this complaint I would like to respond to it and hopefully reach the desired settlement with the customer Please see my response below; We are sorry to hear of this customers frustration with our companyWe always do our best to keep in communication with our customersOver the past year we have had several management and office personnel changes along with moving our company to a new locationI believe these things may have factored in to the breakdown in the communication We schedule our warranty work based on priorityAn unglued step or wall cap or falling wall is something that is potentially hazardous, so these issues warrant immediate responsesThis customers warranty work was a few minor repairsI would like to address each issue as listed by the customer; Wrong grill initially installedHas since been corrected but took a very long time (As stated by the customer, this was corrected during the course of the projectThe manufacturer shipped us the wrong grill for the type of gas that was neededWe had to wait for a small part to be shipped to us to convert the gas to the correct methodWe installed this as soon as it was received) The pavers around the back of the grill have not been installedNot warranty work, part of original work order (There are small blocks that get placed directly behind the lid of the grillAt the time the customer complained that they did not like the look and insisted on graniteThe crew members were not able to offer a solution at the time of project completion so left no bricks behind the grill (as per the customer’s request) After it was explained to the customer the reason for not installing the granite is due to the need for ventilation, they were in agreement to have the blocks installedThis is on the customers work order for when the crew comes back out There is a cracked paver that we asked to be replacedPart of original job(I believe that this cracked paver actually occurred AFTER the job was completeThis is not a problem and we are happy to replace the paver) The entire perimeter of the upper patio has sunk and broke away from the rest of the patio(I believe the customer is referring to a settled areaThis is a common issue with paver patios but fortunately is a very simple fixWe are happy to come out a pull up and reset any sunken areas along with applying new polymeric sand.) Some of the pavers on the edge of the bottom patio have broken awaySome pavers along the edges of the patio have become loose(This too is a common issue with paver patiosHowever, the customer took it upon themselves to fully pick up the loose pavers and completely pull them apart and away from the patio structure which is not advisedThe repair for this is simpleWe are happy to come back to reset these separated pavers and apply new polymeric sand) As stated in the response above, these are the issues that we will be happy to addressI will be scheduling the crew to come out within weeks Christy Z [redacted] Vice President The Patio Kings, LLC ###-###-####

------- Forwarded message ----------From: Revdex.com of Metro Washington DC < [redacted] >Date: Tue, Mar 17, at 10:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] >---------- Forwarded message ----------From: *** [redacted] >Date: Tue, Mar 17, at 7:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: " [redacted] " < [redacted] > thank you I also has a have another bill from them for k + on another job they didn't complete but can't find the invoiceSent from my [redacted]

Our company had completed the customer’s project in July of Upon completion of all of our project our manager does a final walk-thru with the customer to ensure their overall satisfaction with the projectAt this point the manager also collects the final payment for the project Our manager did complete the final walk-thru with the customer and at no point did the customer make mention of a concern over scratches on the surface of the paversAfter the job had been completed, final walk-thru had been completed and final payment was made we did not hear anything from the customer In March of our company sent an e-mail to the customer inquiring if they would be interested in receiving a quote from us to clean and seal their patio(A service we suggest and offer to our clients in the future at an additional cost)It wasn’t until this point (months after services had been completed) that the customer informed us of their concern over the scratches I informed the client that we will be sending our general manager out to take a look at their patioHe arrived at the customer’s residence on March 28th to inspect the patioUpon inspection the GM felt that although the pavers did appear more scratched the normal, he could not confirm the scratches were a direct result of ‘improper tamping’The tamper that was used on this client’s patio had been used on patios both before and after their project and we did not have any issues with scratching Please note, when these concrete products are shipped they are stacked on pallets with nothing protecting the surface layers in between each paverProcessing, shipping and handling alone can create scratches and imperfections on the pavers I had emailed the customer explaining that if they would like to have their patio cleaned and sealed, we can offer them a more ‘heavy duty’ cleaner which should aide in the fading of the scratchesI did offer the customer the cleaner at no charge as a result of their dissatisfaction At this time we have the customer on our schedule to have their patio cleaned and sealedWe had informed them in April and in May that they were on the schedule but due to the winter weather running into March, our season has been delayed and severely affected our schedule We are still willing to offer the heavy duty cleaner to the customer at no additional chargeThey would only be responsible for the cost of the sealer We do not believe that our company made a mistake and caused the scratches but we are happy to assume the responsibility and work towards a solution We are happy to honor all warranty claimsHowever, priority is ALWAYS given to warranty claims that may be dangerous or hazardous vs cosmetic

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because the length of time quoted by the business to have the issues resolved was not honoredDear ***, Revdex.com,
I have received the response from Christy of the Patio Kings
and carefully read her response. What
was not addressed in her response was the length of time we’ve been waiting to
have the stated issues corrected.
Although she is stating that the fixes are easy, I can’t understand why
we have to wait so long for them to fit us in; either the new jobs are more
important to them OR they have so many warranty issues that they have a
priority list. Our request for repair has
been put off and put off. Easy fixes or
not, how long does a consumer who has paid in full have to wait to have repairs
done?
Below are excerpts from the many communications I have had
with the Patio Kings. Please note that
even as far back as January 24th, that there were promises to
correct our issues. What does a timely
matter really mean?
I wrote another email to Patio Kings on, June 17,
telling them how dissatisfied I am with this long waitThis is very concerning
to us in that a patio we paid in full had issues from the startWhen we talked
to the owner about putting a circular patio with no boarder we expressed
concern that it wouldn't hold up. He
assured us it would I would ask Ms
Z*** to provide a response to this question.
We hope you can help
us to resolve these issuesWe can provide pictures and all correspondence as required
Please see below the references to the time frames quoted
since last year. These promises have
not been honored.
I would be more than happy to discuss this issue by phone to
provide you a better understanding that may not have been conveyed via email
Sincerely,
*** ***
***
January 24, from Christy Z*** email: [email protected] : excerpt from email
…I also
want to assure you that we will always honor your year warranty and moving
forward we will be sure to address any issues that arise in a timely manner
I have to take full responsibility for the lack of
communication
At the end of the year I had to terminate employment with
our secretarySo needless to say I was pretty overwhelmed in the office
juggling both jobsThen come November, we start to slow down and in turn cut
back our crewsI had every intention of sending the guys out to youI had
made up a warranty work order for them and even included all the photos that
you had provided me withI think that since November was so mild, our new
general manager just had the remaining crews go from job to jobI should have stressed to him the length of time
you had been waiting for your issues to be resolvedI did not do that,
so I believe he didn’t send the crew out right away because he wasn’t aware of
the urgencyWe then were surprised with the snow in early December and with
the freezing temps and additional snow storms we have not had our crews in to
work
In order for me to get the guys out to you and address the
issues, I will need to wait for the snow to melt and to have a few days of mild temps
I assure you
when this happens they will be out to wrap everything up! You are a priority
and are at the top of the list!
January 24, 2014, from Susan Kozak complaintant: [email protected]:
Thank you Christy
for your explanation and feedback.
Thank you for your
commitment to finish up and make the corrections Of course we will wait
for the right weather.
We would also like to
move forward with the sealing that Steve recommended
If I would have one
last thing to say/recommend is that in business communication is critical
If I had prompt feedback and a target date of completion this would have
never escalated
We do love our patio
and enjoy looking at it everyday.
Sue Kozak
4/28/from Christy Z***
Hello MrsKozak,
I actaully have the warranty crew scheduled to come out to your
house this week
I'd just like to confirm with you exactly what items we will be
fixing
Based off of the e-mails I have received from you, I have
gathered the following;
Replace cracked paver
Install and glue down paver blocks behnide grill
I thought there was a few more issuesCan you let me know?
Thank you!
5/9/from Christy Z***
Just wanted to let you know that someone will be at your house tomorrow regarding the warranty issues!
Thanks!
8/8/from Christy Z***
…It is our intention that the crew will be out
within the next weeks to make these repairs
Regards,
Susan Kozak

Hello [redacted],
"">
Thank you for taking time to speak with me regarding this complaint
The complaint ID # is [redacted] - [redacted]
We have recently become accredited with the Revdex.comIn our short history we have always responded to any filed complaints in a timely manner
In this case it appears that not only did we have the complaint notices going to the wrong email, but the wrong mailing address as well
Now that I have received this complaint I would like to respond to it and hopefully reach the desired settlement with the customer
Please see my response below;
We are sorry to hear of this customers frustration with our companyWe always do our best to keep in communication with our customersOver the past year we have had several management and office personnel changes along with moving our company to a new locationI believe these things may have factored in to the breakdown in the communication
We schedule our warranty work based on priorityAn unglued step or wall cap or falling wall is something that is potentially hazardous, so these issues warrant immediate responsesThis customers warranty work was a few minor repairsI would like to address each issue as listed by the customer;
1. Wrong grill initially installedHas since been corrected but took a very long time. (As stated by the customer, this was corrected during the course of the projectThe manufacturer shipped us the wrong grill for the type of gas that was neededWe had to wait for a small part to be shipped to us to convert the gas to the correct methodWe installed this as soon as it was received)
2. The pavers around the back of the grill have not been installedNot warranty work, part of original work order (There are small blocks that get placed directly behind the lid of the grillAt the time the customer complained that they did not like the look and insisted on graniteThe crew members were not able to offer a solution at the time of project completion so left no bricks behind the grill (as per the customer's request) After it was explained to the customer the reason for not installing the granite is due to the need for ventilation, they were in agreement to have the blocks installedThis is on the customers work order for when the crew comes back out
3. There is a cracked paver that we asked to be replacedPart of original job(I believe that this cracked paver actually occurred AFTER the job was completeThis is not a problem and we are happy to replace the paver)
4. The entire perimeter of the upper patio has sunk and broke away from the rest of the patio(I believe the customer is referring to a settled areaThis is a common issue with paver patios but fortunately is a very simple fixWe are happy to come out a pull up and reset any sunken areas along with applying new polymeric sand.)
5. Some of the pavers on the edge of the bottom patio have broken awaySome pavers along the edges of the patio have become loose(This too is a common issue with paver patiosHowever, the customer took it upon themselves to fully pick up the loose pavers and completely pull them apart and away from the patio structure which is not advisedThe repair for this is simpleWe are happy to come back to reset these separated pavers and apply new polymeric sand)
As stated in the response above, these are the issues that we will be happy to addressI will be scheduling the crew to come out within weeks
Christy Z[redacted]
Vice President
The Patio Kings, LLC
###-###-####

The Patio Kings offers our apologies to the customer for the lack of communication. We understand their frustration and would like to resolve this issue.The customers warranty work was added to our schedule. Unfortunately as a result of employee terminations, relocation of our business and...

delays on job sites we were not able to get to the customers home to make the repairs in a timely manner.
Our general manager spoke with the customer at our office today and promised to have the crew out by weeks end to make the repairs. (Weather permitting)

Our company had completed the customer’s project in July of
2013. Upon completion of all of our project our manager does a final walk-thru
with the customer to ensure their overall satisfaction with the project. At
this point the manager also collects the final payment for...

the project.
Our manager did complete the final walk-thru with the
customer and at no point did the customer make mention of a concern over scratches
on the surface of the pavers. After the job had been completed, final walk-thru
had been completed and final payment was made we did not hear anything from the
customer.
In March of 2014 our company sent an e-mail to the customer
inquiring if they would be interested in receiving a quote from us to clean and
seal their patio. (A service we suggest and offer to our clients in the future
at an additional cost). It wasn’t until this point (8 months after services had
been completed) that the customer informed us of their concern over the
scratches.
I informed the client that we will be sending our general
manager out to take a look at their patio. He arrived at the customer’s
residence on March 28th 2014 to inspect the patio. Upon inspection
the GM felt that although the pavers did appear more scratched the normal, he
could not confirm the scratches were a direct result of ‘improper tamping’. The
tamper that was used on this client’s patio had been used on patios both before
and after their project and we did not have any issues with scratching.
Please note, when these concrete products are shipped they
are stacked on pallets with nothing protecting the surface layers in between
each paver. Processing, shipping and handling alone can create scratches and
imperfections on the pavers.
I had emailed the customer explaining that if they would
like to have their patio cleaned and sealed, we can offer them a more ‘heavy
duty’ cleaner which should aide in the fading of the scratches. I did offer the
customer the cleaner at no charge as a result of their dissatisfaction.
At this time we have the customer on our schedule to have
their patio cleaned and sealed. We had informed them in April and in May that they were on
the schedule but due to the winter weather running into March, our season has
been delayed and severely affected our schedule.
We are still willing to offer the heavy duty cleaner to
the customer at no additional charge. They would only be responsible for the
cost of the sealer.
We do not believe that our company made a mistake and caused
the scratches but we are happy to assume the responsibility and work towards a
solution.
We are happy to honor all warranty claims. However, priority
is ALWAYS given to warranty claims that may be dangerous or hazardous vs
cosmetic.

------- Forwarded message ----------From: Revdex.com of Metro Washington DC <[redacted]>Date: Tue, Mar 17, 2015 at 10:59 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern...

Pennsylvania in regards to your complaint #[redacted].To: [redacted]>---------- Forwarded message ----------From: [redacted]>Date: Tue, Mar 17, 2015 at 7:16 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[redacted]" <[redacted]>
thank you I also has a have another bill from them for 20 k + on another job they didn't complete but can't find the invoiceSent from my [redacted]

It is unfortunate to hear of this customers frustration with our company. We always do our best to keep in communication with our customers. Over the past year we have had several office personnel changes along with moving our company to a new location I believe these things may have factored in to...

the breakdown in the communication. We schedule our warranty work based on priority. A loose step or falling wall is something that is potentially hazardous, so these issues warrant immediate responses. This customers warranty work was a minor repair. It is unfortunate that we did not get there in a timely manner. We are glad that the customer did find another contractor to make the repair. We would be happy to send a refund for the cost of the repair if we could please be provided with a copy of the service invoice.

Review: This company did not honor their warranty work and has not been responsive for well over six (6) monthsI've e-mailed and called their customer service "representative" as well as the owners and they have not gotten back to meTheir lack of response and inability to reach is appallingWe spend over $14K with them and asked them to fix to minor issues and they did not honor or call backThis type of company should be called out to potential clients due to their lack of professionalism and service.Desired Settlement: We've since repaired the minor issues associated with the patio at a cost of $150; I would suggest a refund due to their lack of warranty fulfillment and a letter of apology on the number of non returned phone calls and e-mailsI have contacted an attorney to seek damages and escalate as appropriate
Business
Response:
It is unfortunate to hear of this customers frustration with our companyWe always do our best to keep in communication with our customersOver the past year we have had several office personnel changes along with moving our company to a new location I believe these things may have factored in to the breakdown in the communicationWe schedule our warranty work based on priorityA loose step or falling wall is something that is potentially hazardous, so these issues warrant immediate responsesThis customers warranty work was a minor repairIt is unfortunate that we did not get there in a timely mannerWe are glad that the customer did find another contractor to make the repairWe would be happy to send a refund for the cost of the repair if we could please be provided with a copy of the service invoice

Review: The Patio Kings installed my Landscaping Wall, walkway from front door and front door steps about 2 years ago. Over the winter the steps moved and sunk and they have started to come unglued and fall off. I have been calling the Patio Kings for the last 2 months requesting service on the steps. They have a 5 year warranty. Every time I call I get a answering service that takes my imformation and I never get a call back. They have told me I was on the schedule and then no one shows up. This is a safety hazard for my family because we have a 10 month old we are carrying down these steps many times a day. I feel after two months my only choice is to put in this complaint.Desired Settlement: I just need these steps fixed asap.

Business

Response:

The Patio Kings offers our apologies to the customer for the lack of communication. We understand their frustration and would like to resolve this issue.The customers warranty work was added to our schedule. Unfortunately as a result of employee terminations, relocation of our business and delays on job sites we were not able to get to the customers home to make the repairs in a timely manner.

Review: Had Patio kings install a paver patio with sitting walls and columns 5 months ago. Within 8 weeks the one of the columns has shifted and seperated from the sitting wall, and

the mortar joints in the pavers have opened up to the point where weeds are coming up thru the pavers. I have left many messages for the job foreman, Greg. At first

he said they would be back within a few days to fix the issue, but they never did. Now my messages go un-retunred, and the issue is getting worse.Desired Settlement: Fix the problem and give me the workmanship that I paid for, and that our contract says I will receive.

Review: The initial sales support, layout and installation was very goodThe installation was done by a very hard working crew during a very hot summer! Got it down in expected time frameHowever, the employee that did the final tamping of the paver installation obviously did it wrong and most of the pavers are now scratched$12K was spent for the patio and now after a year, the pavers remained scratched and damaged
They will not return my multiple calls or emails to come out and offer a solution! Obviously they made a mistake and will not offer after installation supportProbably underestimate the project costs and does not want to provide any post installation warrantyNot Recommended!Desired Settlement: Return Phone CallsCome to siteMeet customerOffer solutionFix defective installation and poor workmanship
Business
Response:
Our company had completed the customer's project in July of
Upon completion of all of our project our manager does a final walk-thru
with the customer to ensure their overall satisfaction with the projectAt
this point the manager also collects the final payment for the project
Our manager did complete the final walk-thru with the
customer and at no point did the customer make mention of a concern over scratches
on the surface of the paversAfter the job had been completed, final walk-thru
had been completed and final payment was made we did not hear anything from the
customer
In March of our company sent an e-mail to the customer
inquiring if they would be interested in receiving a quote from us to clean and
seal their patio(A service we suggest and offer to our clients in the future
at an additional cost)It wasn't until this point (months after services had
been completed) that the customer informed us of their concern over the
scratches
I informed the client that we will be sending our general
manager out to take a look at their patioHe arrived at the customer's
residence on March 28th to inspect the patioUpon inspection
the GM felt that although the pavers did appear more scratched the normal, he
could not confirm the scratches were a direct result of ‘improper tamping'The
tamper that was used on this client's patio had been used on patios both before
and after their project and we did not have any issues with scratching
Please note, when these concrete products are shipped they
are stacked on pallets with nothing protecting the surface layers in between
each paverProcessing, shipping and handling alone can create scratches and
imperfections on the pavers
I had emailed the customer explaining that if they would
like to have their patio cleaned and sealed, we can offer them a more ‘heavy
duty' cleaner which should aide in the fading of the scratchesI did offer the
customer the cleaner at no charge as a result of their dissatisfaction
At this time we have the customer on our schedule to have
their patio cleaned and sealedWe had informed them in April and in May that they were on
the schedule but due to the winter weather running into March, our season has
been delayed and severely affected our schedule
We are still willing to offer the heavy duty cleaner to
the customer at no additional chargeThey would only be responsible for the
cost of the sealer
We do not believe that our company made a mistake and caused
the scratches but we are happy to assume the responsibility and work towards a
solution
We are happy to honor all warranty claimsHowever, priority
is ALWAYS given to warranty claims that may be dangerous or hazardous vs
cosmetic

Review: Last February 2013, we hired The Patio Kings to provide an upper and lower patio and coordinating built in outdoor grillThere were issues from the beginning and we have been trying to have the job completed through email and telephone correspondence
The issues are as noted below:
Wrong grill initially installedHas since been corrected but took a very long time
The pavers around the back of the grill have not been installedNot warranty work, part of original work order
There is a cracked paver that we asked to be replacedPart of original job
The entire perimeter of the upper patio has sunk and broke away from the rest of the patioWarranty work
Some of the pavers on the edge of the bottom patio have broken away
Some of the correspondence I had with Patio Kings:
May 30th, 2013, June 2nd, 2013, in addition, the below
On January 17th, 2014, I wrote to Steve at the Patio Kings the following: I just walked outside to find most of the edges of the round extended patio are breaking awayI need to know when you are going to complete this job not only the initial work but the warranty work
On looking back, this job initially started with a quote on 2/25/It's still not finishedMy last conversation with you was on 11/4/when you said that you were to weeks out and our name was on your warranty boardI felt then you weren't true to your word but I gave you the benefit of the doubtNow, on 1/17/there are more issuesNot once have you offered to come to the site and address our concerns
On January 24, 2014, Email from Christy Z[redacted], Vice President: In order for me to get the guys out to you and address the issues, I will need to wait for the snow to melt and to have a few days of mild temps
I assure you when this happens they will be out to wrap everything up!
You are a priority and are at the top of the list!
On March 26, we wrote to Patio Kings: Attached are pictures demonstrating the condition of our patioThe grout cracked around the pavers and they have been pushed up from the ground all around the boarder of the patioThere is one area that at the border that has sunk down that is hard to see from these picturesIt also appears that other areas on the patio have some cracked grout lines which need to be regrouted
On 4/28, 2014, Email from unknown representative from Patio Kings: I actually have the warranty crew scheduled to come out to your house this week
On May 9th,the Vice President, Christy Z[redacted] wrote: Just wanted to let you know that someone will be at your house tomorrow regarding the warranty issues!
Well someone did come but after June the 10th, and said the issues were not that bad and has not returned sinceWell, the patio issues are badThe edges are sinking and breaking awayMy husband called and asked the foreman when he and a crew would be out and he said he would check with the officeAs of June 17th, no one has returnedI wrote another email to Patio Kings today, June 17, telling them how dissatisfied I am with this long wait
This is very concerning to us in that a patio we paid in full had issues from the startWhen we talked to the owner about putting a circular patio with no boarder we expressed concern that it wouldn't hold upHe assured us it would
We hope you can help us to resolve these issuesWe can provide pictures as required.Desired Settlement: Complete the job
Business
Response:
Hello [redacted],
Thank you for taking time to speak with me regarding this complaint
The complaint ID # is [redacted] - [redacted]
We have recently become accredited with the Revdex.comIn our short history we have always responded to any filed complaints in a timely manner
In this case it appears that not only did we have the complaint notices going to the wrong email, but the wrong mailing address as well
Now that I have received this complaint I would like to respond to it and hopefully reach the desired settlement with the customer
Please see my response below;
We are sorry to hear of this customers frustration with our companyWe always do our best to keep in communication with our customersOver the past year we have had several management and office personnel changes along with moving our company to a new locationI believe these things may have factored in to the breakdown in the communication
We schedule our warranty work based on priorityAn unglued step or wall cap or falling wall is something that is potentially hazardous, so these issues warrant immediate responsesThis customers warranty work was a few minor repairsI would like to address each issue as listed by the customer;
Wrong grill initially installedHas since been corrected but took a very long time(As stated by the customer, this was corrected during the course of the projectThe manufacturer shipped us the wrong grill for the type of gas that was neededWe had to wait for a small part to be shipped to us to convert the gas to the correct methodWe installed this as soon as it was received)
The pavers around the back of the grill have not been installedNot warranty work, part of original work order (There are small blocks that get placed directly behind the lid of the grillAt the time the customer complained that they did not like the look and insisted on graniteThe crew members were not able to offer a solution at the time of project completion so left no bricks behind the grill (as per the customer's request) After it was explained to the customer the reason for not installing the granite is due to the need for ventilation, they were in agreement to have the blocks installedThis is on the customers work order for when the crew comes back out
There is a cracked paver that we asked to be replacedPart of original job(I believe that this cracked paver actually occurred AFTER the job was completeThis is not a problem and we are happy to replace the paver)
The entire perimeter of the upper patio has sunk and broke away from the rest of the patio(I believe the customer is referring to a settled areaThis is a common issue with paver patios but fortunately is a very simple fixWe are happy to come out a pull up and reset any sunken areas along with applying new polymeric sand.)
Some of the pavers on the edge of the bottom patio have broken awaySome pavers along the edges of the patio have become loose(This too is a common issue with paver patiosHowever, the customer took it upon themselves to fully pick up the loose pavers and completely pull them apart and away from the patio structure which is not advisedThe repair for this is simpleWe are happy to come back to reset these separated pavers and apply new polymeric sand)
As stated in the response above, these are the issues that we will be happy to addressI will be scheduling the crew to come out within weeks
Christy Z[redacted]
Vice President
The Patio Kings, LLC
###-###-####
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because the length of time quoted by the business to have the issues resolved was not honored.Dear [redacted], Revdex.com,
I have received the response from Christy of the Patio Kings
and carefully read her responseWhat
was not addressed in her response was the length of time we've been waiting to
have the stated issues corrected
Although she is stating that the fixes are easy, I can't understand why
we have to wait so long for them to fit us in; either the new jobs are more
important to them OR they have so many warranty issues that they have a
priority listOur request for repair has
been put off and put offEasy fixes or
not, how long does a consumer who has paid in full have to wait to have repairs
done?
Below are excerpts from the many communications I have had
with the Patio KingsPlease note that
even as far back as January 24th, that there were promises to
correct our issuesWhat does a timely
matter really mean?
I wrote another email to Patio Kings on, June 17,
telling them how dissatisfied I am with this long waitThis is very concerning
to us in that a patio we paid in full had issues from the startWhen we talked
to the owner about putting a circular patio with no boarder we expressed
concern that it wouldn't hold upHe
assured us it wouldI would ask Ms
Z[redacted] to provide a response to this question
We hope you can help
us to resolve these issuesWe can provide pictures and all correspondence as required
Please see below the references to the time frames quoted
since last yearThese promises have
not been honored
I would be more than happy to discuss this issue by phone to
provide you a better understanding that may not have been conveyed via email
Sincerely,
January 24, from Christy Z[redacted] email: [email protected] : excerpt from email
I also
want to assure you that we will always honor your year warranty and moving
forward we will be sure to address any issues that arise in a timely manner
I have to take full responsibility for the lack of
communication
At the end of the year I had to terminate employment with
our secretarySo needless to say I was pretty overwhelmed in the office
juggling both jobsThen come November, we start to slow down and in turn cut
back our crewsI had every intention of sending the guys out to youI had
made up a warranty work order for them and even included all the photos that
you had provided me withI think that since November was so mild, our new
general manager just had the remaining crews go from job to jobI should have stressed to him the length of time
you had been waiting for your issues to be resolvedI did not do that,
so I believe he didn't send the crew out right away because he wasn't aware of
the urgencyWe then were surprised with the snow in early December and with
the freezing temps and additional snow storms we have not had our crews in to
work
In order for me to get the guys out to you and address the
issues, I will need to wait for the snow to melt and to have a few days of mild temps
I assure you
when this happens they will be out to wrap everything up! You are a priority
and are at the top of the list!
January 24, 2014, from Susan Kozak complaintant: [email protected]:
Thank you Christy
for your explanation and feedback
Thank you for your
commitment to finish up and make the correctionsOf course we will wait
for the right weather
We would also like to
move forward with the sealing that Steve recommended
If I would have one
last thing to say/recommend is that in business communication is critical
If I had prompt feedback and a target date of completion this would have
never escalated
We do love our patio
and enjoy looking at it everyday
Sue Kozak
4/28/from Christy Z[redacted]
Hello MrsKozak,
I actaully have the warranty crew scheduled to come out to your
house this week
I'd just like to confirm with you exactly what items we will be
fixing
Based off of the e-mails I have received from you, I have
gathered the following;
Replace cracked paver
Install and glue down paver blocks behnide grill
I thought there was a few more issuesCan you let me know?
Thank you!
5/9/from Christy Z[redacted]
Just wanted to let you know that someone will be at your house tomorrow regarding the warranty issues!
Thanks!
8/8/from Christy Z[redacted]
It is our intention that the crew will be out
within the next weeks to make these repairs
Regards,
Susan Kozak