The Thoughtful Home

I do apologize for any misunderstanding or inconvenienceI will keep all emotions out of this and just lead with the facts.Adaptive Phase Dimmers and Keypads: These were installed and functioning correctly with quoted install and basic programming as proposedWhile these Keypads can do many amazing things, this fits into the advanced programming criteria and are billed seperately unless other wise stated and billed at the line item level in the proposalWe do offer these services, but this time is n o included with standard installation and are typically outlined per client after usage has occurredRemote control Touchscreen at $1200: RMA was attemptedHowever remote troubleshooting and access from premise was removedIn this we could not retrieve the Mac Address of deivce as required by manufacturerItem is under warranty and we would be happy to replace at zero cost and have directly shipped once we receive needed Mac Address located on the back of the unitRemote Control: All are onsite and programmedThe manufacturer can see that these were "id'd" and online in the system on premise at this timeat $Clearview PantherView Cameras: The cameras that were installed cannot be purchased anywhere other than thought authorized installersThese cannot be found at Sams, Walmart, or similarThe cameras installed actually have higher specifications than those proposed as model changes and advancements had occurred since initial time of proposalClearly stated in our legal contract portion it states that if a proposed item has been discontinued or replaced that The Thoughtful Home can replace without client consent for a similar model with greater specificationsThis was done Clearview Network Dome: was disconiued and replaced with higher class dome.Kwikset Lock: On at least occasions we asked for potential scheduling to remedy situationWe do have copies of all emailsRequested scheduling dates were never responded to by client.1/of the refund is for the 2nd man of the crew that did not happenWe calculate labor hours as man hoursIf the number is divided by it reflect total amount of hours spent on projectThis is typical in any construction company labor billingWe have recently changed the wording of this to "Man Hours".Promised to connect our patio screens to the system and that never happenedAdditional parts and labor required to do thisThis was offered and the programming already set.Promised to hook our pool equipment to the system and we now find out that was not even possible with the system we haveThis is incorrectThe pool system can be integrated and we have successfully done manyAs above Additional parts and labor required to do thisThis was offered and the programming already set.Shutter replacement at $800.00: This amount was taken off the final bill as payment for a damaged shutterThe shutter needed to be moved to retrieve a wire that was buried behind itThis has already been paid for.I had to request numerous times for them to have a trained electrician come look at the problem and repair it.: A certified and licensed electrician was brought inThe electrician was specifically recommended by the builderAll circuits were tested and certified by him to be working correctlyHe can be contacted upon request.Drywall repair: This was additional work outside of contractual scope based on unseen obstacles in wallThis was discussed prior to invasive work.All trash was removed from site and as a courtesy some of clients trash was removed.It is important to note that many discounts and "freebees" were given to clientIt is also important to note, that after the company had already paid sales tax to the government on this project client produced a tax except sheet which we now have on file claiming they were tax exemptWe honored this as to not confront clients and also because we had already paid the taxesBecause of "Tangible Personal Property" clauses in tax law we now have no choice but to report to the stateFollow up on all these items has gone unanswered or promises made that the items were in the mail: Follow up was madeAn attempt to reconcile was madeWe are still open to a good reconciliation as fits per contract and original scope of workAnything outside of that scope must be treated as billable hoursAs business owners themselves I am sure they can understand this

I do apologize for any misunderstanding or inconvenienceI will keep all emotions out of this and just lead with the facts.Adaptive Phase Dimmers and Keypads: These were installed and functioning correctly with quoted install and basic programming as proposedWhile these Keypads can do many
amazing things, this fits into the advanced programming criteria and are billed seperately unless other wise stated and billed at the line item level in the proposalWe do offer these services, but this time is n o included with standard installation and are typically outlined per client after usage has occurred. Remote control Touchscreen at $1200: RMA was attemptedHowever remote troubleshooting and access from premise was removedIn this we could not retrieve the Mac Address of deivce as required by manufacturerItem is under warranty and we would be happy to replace at zero cost and have directly shipped once we receive needed Mac Address located on the back of the unitRemote Control: All are onsite and programmedThe manufacturer can see that these were "id'd" and online in the system on premise at this timeat $Clearview PantherView Cameras: The cameras that were installed cannot be purchased anywhere other than thought authorized installersThese cannot be found at Sams, Walmart, or similarThe cameras installed actually have higher specifications than those proposed as model changes and advancements had occurred since initial time of proposalClearly stated in our legal contract portion it states that if a proposed item has been discontinued or replaced that The Thoughtful Home can replace without client consent for a similar model with greater specificationsThis was done. Clearview Network Dome: was disconiued and replaced with higher class dome.Kwikset Lock: On at least occasions we asked for potential scheduling to remedy situationWe do have copies of all emailsRequested scheduling dates were never responded to by client.1/of the refund is for the 2nd man of the crew that did not happenWe calculate labor hours as man hoursIf the number is divided by it reflect total amount of hours spent on projectThis is typical in any construction company labor billingWe have recently changed the wording of this to "Man Hours".Promised to connect our patio screens to the system and that never happenedAdditional parts and labor required to do thisThis was offered and the programming already set.Promised to hook our pool equipment to the system and we now find out that was not even possible with the system we haveThis is incorrectThe pool system can be integrated and we have successfully done manyAs above Additional parts and labor required to do thisThis was offered and the programming already set.Shutter replacement at $800.00: This amount was taken off the final bill as payment for a damaged shutterThe shutter needed to be moved to retrieve a wire that was buried behind itThis has already been paid for.I had to request numerous times for them to have a trained electrician come look at the problem and repair it.: A certified and licensed electrician was brought inThe electrician was specifically recommended by the builderAll circuits were tested and certified by him to be working correctlyHe can be contacted upon request.Drywall repair: This was additional work outside of contractual scope based on unseen obstacles in wallThis was discussed prior to invasive work.All trash was removed from site and as a courtesy some of clients trash was removed.It is important to note that many discounts and "freebees" were given to client. It is also important to note, that after the company had already paid sales tax to the government on this project client produced a tax except sheet which we now have on file claiming they were tax exemptWe honored this as to not confront clients and also because we had already paid the taxesBecause of "Tangible Personal Property" clauses in tax law we now have no choice but to report to the state. Follow up on all these items has gone unanswered or promises made that the items were in the mail: Follow up was madeAn attempt to reconcile was madeWe are still open to a good reconciliation as fits per contract and original scope of workAnything outside of that scope must be treated as billable hoursAs business owners themselves I am sure they can understand this

I do apologize for any misunderstanding or inconvenience. I will keep all emotions out of this and just lead with the facts.Adaptive Phase Dimmers and Keypads: These were installed and functioning correctly with quoted install and basic programming as proposed. While these Keypads can do many...

amazing things, this fits into the advanced programming criteria and are billed seperately unless other wise stated and billed at the line item level in the proposal. We do offer these services, but this time is n o included with standard installation and are typically outlined per client after usage has occurred. Remote control Touchscreen at $1200: RMA was attempted. However remote troubleshooting and access from premise was removed. In this we could not retrieve the Mac Address of deivce as required by manufacturer. Item is under warranty and we would be happy to replace at zero cost and have directly shipped once we receive needed Mac Address located on the back of the unit. Remote Control: All 3 are onsite and programmed. The manufacturer can see that these were "id'd" and online in the system on premise at this time. at $200. Clearview PantherView Cameras: The cameras that were installed cannot be purchased anywhere other than thought authorized installers. These cannot be found at Sams, Walmart, or similar. The cameras installed actually have higher specifications than those proposed as model changes and advancements had occurred since initial time of proposal. Clearly stated in our legal contract portion it states that if a proposed item has been discontinued or replaced that The Thoughtful Home can replace without client consent for a similar model with greater specifications. This was done.  Clearview Network Dome: was disconiued and replaced with higher class dome.Kwikset Lock: On at least 5 occasions we asked for potential scheduling to remedy situation. We do have copies of all emails. Requested scheduling dates were never responded to by client.1/2 of the refund is for the 2nd man of the crew that did not happen. We calculate labor hours as man hours. If the number is divided by 2 it reflect total amount of hours spent on project. This is typical in any construction company labor billing. We have recently changed the wording of this to "Man Hours".Promised to connect our patio screens to the system and that never happened. Additional parts and labor required to do this. This was offered and the programming already set.Promised to hook our pool equipment to the system and we now find out that was not even possible with the system we have. This is incorrect. The pool system can be integrated and we have successfully done many. As above  Additional parts and labor required to do this. This was offered and the programming already set.Shutter replacement at $800.00: This amount was taken off the final bill as payment for a damaged shutter. The shutter needed to be moved to retrieve a wire that was buried behind it. This has already been paid for.I had to request numerous times for them to have a trained electrician come look at the problem and repair it.: A certified and licensed electrician was brought in. The electrician was specifically recommended by the builder. All circuits were tested and certified by him to be working correctly. He can be contacted upon request.Drywall repair: This was additional work outside of contractual scope based on unseen obstacles in wall. This was discussed prior to invasive work.All trash was removed from site and as a courtesy some of clients trash was removed.It is important to note that many discounts and "freebees" were given to client. It is also important to note, that after the company had already paid sales tax to the government on this project client produced a tax except sheet which we now have on file claiming they were tax exempt. We honored this as to not confront clients and also because we had already paid the taxes. Because of "Tangible Personal Property" clauses in tax law we now have no choice but to report to the state. Follow up on all these items has gone unanswered or promises made that the items were in the mail: Follow up was made. An attempt to reconcile was made. We are still open to a good reconciliation as fits per contract and original scope of work. Anything outside of that scope must be treated as billable hours. As business owners themselves I am sure they can understand this.

Complaint: [redacted] I am rejecting this response because:Adaptive Phase Dimmers and Keypads - These controls have 4-5 buttons on them.  Only one button functions on most of them.  The one button turns on the lights.  Why would anybody pay that much money to switch out a light switch for a light switch???  I have to pay MORE MONEY to have the buttons actually do something?  That's not part of the almost $50K I paid you?????  These do not function the way you explained to me nor do they function the way your website shows them to function.  I would like a refund and I will have them removed by another control 4 dealer and returned to you.Remote Control Touchscreen - We removed access to our system last week after our televisions and music started turning on randomly in our home.  We recall [redacted] telling us he liked to mess with his wife and turn things on to scare her when he was not home so it seems a safe assumption he is trying to mess with us since we have filed this complaint.  At that point, we felt it was best to remove dealer access to our system.  However, prior to that point and for the last two months since The Thoughful Home told us they were sending us a new touchscreen, they had full access to our system and the numbers they needed to have it replaced under warranty.  I received this email on July 13th which would indicate they already had all the information needed to replace it – “Lastly, touchscreen has been reported, they are supposed to get back with me today on replacement.”  I do not want The Thoughtful Home to have any further access to my system or allow them in my home.  I would like a refund for this item that is not working.Remote Control - We were only given 2 remote controls.  When we asked why, Steve told us we could easily carry the touchpad from the kitchen into our bedroom to control everything in there.  I would like a refund for the remote control that was not provided that we were billed for.Clearview PantherView Cameras - I have attached the website print out of the PhoenixView cameras.  These cameras can be purchased at Crutchfield for $635.99 and at Amazon thru a 3rd party seller for $449.99.  We were charged $1200 for these cameras.  At the very least this seems to be excessively high pricing but there are several other  issues:1)Joe told us that these cameras do not work well with the Control4 system and set us up with a third party software to view the cameras.  He said Steve should not have used these cameras since they are known to not integrate into the Control4 system well. We purchased the Control4 System to have everything controlled from one screen.  We were never told prior to beginning the job that these cameras did not work well with the Control4 system and that we would have to use separate software to control them or we would have never agreed to purchase them.2)The cameras that were on our original quote are also attached to this complaint.  They sell at Walmart for $403.35.  Again, we were quoted and charged $1200 for these cameras.  Steve stated in an email to us dated 9/12/17  "The camera kit is still available and not a closeout. I told you the model numbers change and we always use that kit. The other kit is bullet cameras which makes a house look like a prison. Also, again I upgraded the inside camera so it would cover the crappy cutout that was done for the one gang at no charge".   Is it the practice of The Thoughtful Home to quote customers a product that they feel makes a house look like a prison?  Also, is this their idea of doing something free for someone because they did not take the time to look at the cutout where they were planning to put the camera prior to quoting the job?  In the Revdex.com response from [redacted] at The Thoughtful Home, he states that the network dome was discontinued and replaced with a higher class dome.  However as shown above, the email from Steve on 9/12 states he upgraded it so it would cover the “crappy” cutout.  Not sure they are all on the same page with these cameras. I would like to have these cameras that do not work with the control4 system removed by another control4 dealer and a refund for them since they do not integrate well with the system The Thoughtful Home provided me.Kwikset Lock – This lock has not been functioning correctly since it was installed.  We have been given excuse after excuse as to why as illustrated below.  Not once were we given a solution.  “Will need to schedule some availability” and “I will need to dispatch someone” is not requesting scheduling dates and each of these emails were replied to.  We made the request that Steve no longer be allowed in our home.  This was agreed to prior to us making the final payment.  So, “it will most likely be Steve” was not an option for us.  August 30th - “Will need some schedule availability, can get the lock back online with Kurts able hands there... it's just pressing a button under the cover.”August 21st - “I will need to dispatch someone as I see now this is offline. Unless I am in town it will most likely need to be Steve.”August 5th – “ I'm going to pull the error logs on the lock again. I think the hole in the door frame needs to be deeper. I'll check the log.”July 28th – “I'll log in remotely and see what I can do asap.”July 17th - “door lock. If the tongue is catching (that's the noise you are hearing, the hope may need to be drilled or cleared out. This is typical on new houses during season heat/moister change. For warranty reason the data or installer should do this, but as it is a seasonal thing they will most likely do it as a free service call.”I would like to have the faulty door lock removed and a refund provided for this item.2 Man Crew – recently changed wording does not apply to my contract with The Thoughtful Home.  We were told we would have a 2 man crew and expected that so the job would be completed within the time frame promised….not 6 plus weeks!!  I would like to be refunded for ½ the labor since I was only given ½ the crew to complete the job.Pool/Screen Connections - I will have another dealer handle the pool and screen connections even though [redacted] at the Thoughtful Home promised to take care of it for me as a concession for Steve being so rude and taking so long to complete the job.Shutter Replacement – I do not have a record of these being deducted from my bill.  Please provide a refund for this item.Drywall Repair – I am blown away that I paid almost $50K to a company that cut holes in my walls and does not feel like they should have to repair them. Steve promised on several occasions that he would spend 1-2 days going thru the wiring and everything in our house before beginning the job to be sure everything was in order and there would be no unexpected obstacles.  We emailed him on 4/21 after he did not show up for over a week after he promised to do that – Steve’s reply was “I am sorry for the lack of communication. I was in a certification class this week from 9-7 all day in Oklahoma City. This was a very high level and expensive class, that very vew people are certified for. This does not make lack of communication exceptable. I did come by Tuesday to take some measurements and check out some wiring. I decided not to start getting into everything until equipment was in”.  I believe poor planning is the reason there were “unseen obstacles”.  I would like to be reimbursed for the drywall repair.Texas Sales Tax – I already informed The Thoughtful Home in an email dated 9/12/17 that I paid the Use Tax on this transaction to the State of Texas on August 8th. Based on my interactions with Steve at The Thoughtful Home and the fact that their primary office was located in St. Louis, I did not trust them to submit the sales tax to the State of Texas so I ran the transaction thru my business and paid use tax to the State.  Hopefully they are educated enough in business to know the State of Texas does not allow for double taxation so if they did indeed already pay the Texas Sales Tax on this transaction, they can take a credit on any future report to the state and be reimbursed for the sales tax they paid in.  They have already threatened me recently in an email to report it to the state…I assume as a way to get around their responsibilities to complete the job satisfactorily.  I already informed them the tax has been paid so this is a non-issue in relation to this complaint.As previously stated, I do not feel confident in any future dealings with The Thoughtful Home and I would like to have a refund for the items listed.
Sincerely,
[redacted]