There were definite issues during the construction referred to in the complaint, that is true Some of what the Customer states is correct or partially correct and some of the statement is not We realize his reality is his perception of the relationship and situation, but he has left out many of the details explaining the situations and issues that arose during his project, why they arose and how we attempted to resolve them He has also left out the fact that over the past three years we have not only done thousands of dollars of work for him at no charge in an effort to try to end the relationship on a positive note and give him some type of contentment with his home and us, a Settlement Agreement was signed in April in which he "forgave" us for all the complaints he has listed in his Statement of the Problem with the Revdex.com The agreement released us from any liability regarding all the "known issues" as he referred to them as stated in this complaint and we agreed to "forgive" any money he may owe us for the unbilled work and material we had done and purchased to date We did not admit any wrong doing in the Settlement and he did not admit he was satisfied with us or his home, it was simply an effort on our part, a last attempt, to try to bring closure for everyone without complaints such as this or Court and Attorney fees Our reputation and Customer relationships are very important to us and why we went to such great lengths to try to resolve things amicably with this Customer, but it became very clear after his last email that all of our attempts had been useless and whether it was now, six months from now, or three years from now, he would not be happy until he followed thru with the complaints and lawsuit I have attached the Settlement Agreement to this email, which was partially written by an Attorney we hired and then revised by an Attorney the Customer hired I will not go into the details and extenuating circumstances that led to the home not being [redacted] Certified or to the delays in construction he mentioned in an effort to keep my response as concise as possible, but the main issue during this project was miscommunication between all three parties, us , [redacted] and the Customer The Customer lived out of town before and during construction and we grossly underestimated how difficult it would be to build a home for a Customer that was rarely at the site The majority of communication was thru email, text and phone calls, which resulted in miscommunications, delays with decisions and unmet expectations between all three parties involved The Customer has lived in his new home for over two and a half years now and we have done everything within our control up to this point to repair the relationship with this Customer and thought we had done that with the last round of no charge work, material and labor, that we provided for him concerning his email complaint we received last year around this time Even though he was only provided with a one year Warranty on his home, the Warranty period for a new construction, we have gone above and beyond that one year Warranty by repairing items for him the end of last year that would have been considered wear and tear by any other Contractor and refused, such as patching sheetrock and painting The reason for his complaint being filed now with Revdex.com is due to our response to his latest email As I stated previously, we thought any issues the Customer had with us had been resolved with the work done last year and signing of the attached Settlement AgreementWe then received an email a couple of weeks ago from him stating that he had come home from vacation and found that the mini-split system that we had a Sub-Contractor install almost three years ago, had leaked due to what he stated was improper installation He had specifically chosen this type and brand of mini-split at the time of purchase We were not able to find a local HVAC company that sold this specific unit which ended up having to be purchased off the Internet and took several weeks to come in due to being back-ordered We also had a difficult time finding anyone to install the system since no one wanted to install a system they didn't sellWe finally found an HVAC company that would install it but would not warranty the unit as would normally be expected since they did not sell this specific brand or model The Customer was made aware of all this at the time the item was ordered and installedThe Customer had previously complained about a similar leak that occurred and improper installation in his complaint email we received in December He stated that he had to hire another local company to "repair the minisplit that your Sub didn't install correctly" which cost him $due to the original Sub not returning his calls Even though we did not feel it was our responsibility to repair the unit due to the reasons stated above, we reimbursed him this repair outside of our one year Warranty as part of our effort to repair the relationship with him This reimbursement was stated in the Settlement Agreement attached Therefore, when we received his latest email stating that he expected us to repair it again, replace sheetrock, etc., due to once again what he said was "our Sub's improper installation", we reminded him that this issue was already resolved and he in fact had chosen the Contractor/Company that repaired the unit previously and seemed content with how the repair was done at the time and for several months We explained to him although we were sorry he had come home from vacation to this problem, that unfortunately, everyone will have issues such as this from time to time, including us, and it is a part of the cost and responsibility that comes with home ownership We feel that we have done everything within our power to try to resolve the negative feelings this Customer has towards us and his home and other than warranty his home and every item within his home for the rest of his life, we are not sure what else we can do It became very clear after receiving his last email complaint that he did not take our previous Settlement Agreement seriously and he was not going to be happy until we either agreed to repair everything that ever needs to be repaired for the rest of his life or he followed thru with his threats of filing complaints against us and filing a lawsuit Since we cannot warranty his home for the rest of his life or ours and we thought the Settlement had brought closure to the situation, we decided to not repair the mini-split as he demanded this time Even though it would have been much easier to just repair the unit again and move on, we realized that these demands and threats would never end if we continued doing everything he asked, whenever he asked and the only way to bring closure to this was to have him follow thru with the complaints and lawsuit as he desired This is not the way we wanted or expected this situation to be resolved, but it seems to be the only way the Customer is going to be able to find any type of contentment or closure
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I did not make this complaint expecting to recoup the cost of this latest repairI knew the only way that would happen was through legal action, based on the contractor's past refusal to stand behind their workThis complaint was to create a public record so that other people might be forewarned, so they would not be subjected to the incompetence and unethical behavior of this contractorI don't know if this response will be included in that public record, but I will address some of the main points made in their response.The agreement they attached was the alternative to a breach of contract lawsuitMy attorney assured me I would win, but that his fees would be $20k minimumThe agreement was the best outcome I could achieve from a bad situationIt should be emphasized that it states I was in no way satisfied with the work performedI didn't "forgive" the numerous mistakes made in construction, I just forfeited the right to sue for breach of contract.The excuses provided for the inadequate work are nonsenseI did live out of town, but was available by phone and email 24/I also requested several times to be notified when work was being performed, and I was on-site on all those occasionsAs work progressed, and mistakes mounted, I was notified less oftenMy accessibility was in no way responsible for any of the mistakes made during constructionIn addition, the contractor was provided with plans by my architect,
which in his words were, "the best I have ever had to work with"Yet, many features that were clearly shown on the plans were omitted, including bathroom drains, exterior hose bibs, the wrong siding was ordered and installed (in a rush while I was out of town, despite the rest of the construction lagging for years)Other work was done incorrectlyFor example, the windows are all set 4" too lowThis was because, again in his words, " I must have forgotten to add in the 4" for the slab"Because the walls are ICFs, this was impossible to fix.The failure to achieve an *** certification, was in no way the fault of ***, but simply because the home wasn't constructed to the required specificationsThere were several instances when I had to point out things he needed to do that he had no idea aboutHe clearly had not bothered to look at any of the *** materials, but had still promised me many times that a gold or better certification would be no problemAfter the scheduled "pre-drywall" inspection by ***, I was told by the contractor that all was well, certification would not be a problemIn reality, the inspection never even took placeI only found out I was being lied to by contacting *** myself.In short, despite blaming everyone but themselves, they, and they alone, through negligence and incompetence, are directly responsible for all the problems with my home.Finally, the event that began this whole process was the faulty installation of the condensation tube and in-line pump for the minisplitThe information provided in the contractor response is mostly correctHowever, the problem was not with the minisplit, but the pump and condensation tubeThe sub chose and provided the pump, which are generic items used in all installations where the indoor unit is below the drainage pathIn other words, it was a standard installation, and had nothing to do with the unit itselfThe sub failed to attach hose clamps where the condensation tubes entered and exited the pump, and it leaked the first time the air conditioning was turned onThis was well within the one year warranty, and a clear case of faulty work which a reputable contractor would have coveredThe latest incident was also related to the condensation tubes, which had been joined together by electrical tapeIt leaked, slowly enough to not be noticed until now, causing drywall damage and moldI have contacted my insurance company and they are covering the claim, since the damage, in their opinion, was due to faulty installation.I have never asked the contractor to repair anything that wasn't done improperly, and , in fact, there are numerous items that can never be made right because of their ineptitude
Regards,
*** ***
There were definite issues during the construction referred to in the complaint, that is true Some of what the Customer states is correct or partially correct and some of the statement is not We realize his reality is his perception of the relationship and situation, but he has left
out many of the details explaining the situations and issues that arose during his project, why they arose and how we attempted to resolve them He has also left out the fact that over the past three years we have not only done thousands of dollars of work for him at no charge in an effort to try to end the relationship on a positive note and give him some type of contentment with his home and us, a Settlement Agreement was signed in April in which he "forgave" us for all the complaints he has listed in his Statement of the Problem with the Revdex.com The agreement released us from any liability regarding all the "known issues" as he referred to them as stated in this complaint and we agreed to "forgive" any money he may owe us for the unbilled work and material we had done and purchased to date We did not admit any wrong doing in the Settlement and he did not admit he was satisfied with us or his home, it was simply an effort on our part, a last attempt, to try to bring closure for everyone without complaints such as this or Court and Attorney fees Our reputation and Customer relationships are very important to us and why we went to such great lengths to try to resolve things amicably with this Customer, but it became very clear after his last email that all of our attempts had been useless and whether it was now, six months from now, or three years from now, he would not be happy until he followed thru with the complaints and lawsuit I have attached the Settlement Agreement to this email, which was partially written by an Attorney we hired and then revised by an Attorney the Customer hired I will not go into the details and extenuating circumstances that led to the home not being *** Certified or to the delays in construction he mentioned in an effort to keep my response as concise as possible, but the main issue during this project was miscommunication between all three parties, us , *** and the Customer The Customer lived out of town before and during construction and we grossly underestimated how difficult it would be to build a home for a Customer that was rarely at the site The majority of communication was thru email, text and phone calls, which resulted in miscommunications, delays with decisions and unmet expectations between all three parties involved The Customer has lived in his new home for over two and a half years now and we have done everything within our control up to this point to repair the relationship with this Customer and thought we had done that with the last round of no charge work, material and labor, that we provided for him concerning his email complaint we received last year around this time Even though he was only provided with a one year Warranty on his home, the Warranty period for a new construction, we have gone above and beyond that one year Warranty by repairing items for him the end of last year that would have been considered wear and tear by any other Contractor and refused, such as patching sheetrock and painting The reason for his complaint being filed now with Revdex.com is due to our response to his latest email As I stated previously, we thought any issues the Customer had with us had been resolved with the work done last year and signing of the attached Settlement AgreementWe then received an email a couple of weeks ago from him stating that he had come home from vacation and found that the mini-split system that we had a Sub-Contractor install almost three years ago, had leaked due to what he stated was improper installation He had specifically chosen this type and brand of mini-split at the time of purchase We were not able to find a local HVAC company that sold this specific unit which ended up having to be purchased off the Internet and took several weeks to come in due to being back-ordered We also had a difficult time finding anyone to install the system since no one wanted to install a system they didn't sellWe finally found an HVAC company that would install it but would not warranty the unit as would normally be expected since they did not sell this specific brand or model The Customer was made aware of all this at the time the item was ordered and installedThe Customer had previously complained about a similar leak that occurred and improper installation in his complaint email we received in December He stated that he had to hire another local company to "repair the minisplit that your Sub didn't install correctly" which cost him $due to the original Sub not returning his calls Even though we did not feel it was our responsibility to repair the unit due to the reasons stated above, we reimbursed him this repair outside of our one year Warranty as part of our effort to repair the relationship with him This reimbursement was stated in the Settlement Agreement attached Therefore, when we received his latest email stating that he expected us to repair it again, replace sheetrock, etc., due to once again what he said was "our Sub's improper installation", we reminded him that this issue was already resolved and he in fact had chosen the Contractor/Company that repaired the unit previously and seemed content with how the repair was done at the time and for several months We explained to him although we were sorry he had come home from vacation to this problem, that unfortunately, everyone will have issues such as this from time to time, including us, and it is a part of the cost and responsibility that comes with home ownership We feel that we have done everything within our power to try to resolve the negative feelings this Customer has towards us and his home and other than warranty his home and every item within his home for the rest of his life, we are not sure what else we can do It became very clear after receiving his last email complaint that he did not take our previous Settlement Agreement seriously and he was not going to be happy until we either agreed to repair everything that ever needs to be repaired for the rest of his life or he followed thru with his threats of filing complaints against us and filing a lawsuit Since we cannot warranty his home for the rest of his life or ours and we thought the Settlement had brought closure to the situation, we decided to not repair the mini-split as he demanded this time Even though it would have been much easier to just repair the unit again and move on, we realized that these demands and threats would never end if we continued doing everything he asked, whenever he asked and the only way to bring closure to this was to have him follow thru with the complaints and lawsuit as he desired This is not the way we wanted or expected this situation to be resolved, but it seems to be the only way the Customer is going to be able to find any type of contentment or closure
There were definite issues during the construction referred to in the complaint, that is true Some of what the Customer states is correct or partially correct and some of the statement is not We realize his reality is his perception of the relationship and situation, but he has left out many of the details explaining the situations and issues that arose during his project, why they arose and how we attempted to resolve them He has also left out the fact that over the past three years we have not only done thousands of dollars of work for him at no charge in an effort to try to end the relationship on a positive note and give him some type of contentment with his home and us, a Settlement Agreement was signed in April in which he "forgave" us for all the complaints he has listed in his Statement of the Problem with the Revdex.com The agreement released us from any liability regarding all the "known issues" as he referred to them as stated in this complaint and we agreed to "forgive" any money he may owe us for the unbilled work and material we had done and purchased to date We did not admit any wrong doing in the Settlement and he did not admit he was satisfied with us or his home, it was simply an effort on our part, a last attempt, to try to bring closure for everyone without complaints such as this or Court and Attorney fees Our reputation and Customer relationships are very important to us and why we went to such great lengths to try to resolve things amicably with this Customer, but it became very clear after his last email that all of our attempts had been useless and whether it was now, six months from now, or three years from now, he would not be happy until he followed thru with the complaints and lawsuit I have attached the Settlement Agreement to this email, which was partially written by an Attorney we hired and then revised by an Attorney the Customer hired I will not go into the details and extenuating circumstances that led to the home not being [redacted] Certified or to the delays in construction he mentioned in an effort to keep my response as concise as possible, but the main issue during this project was miscommunication between all three parties, us , [redacted] and the Customer The Customer lived out of town before and during construction and we grossly underestimated how difficult it would be to build a home for a Customer that was rarely at the site The majority of communication was thru email, text and phone calls, which resulted in miscommunications, delays with decisions and unmet expectations between all three parties involved The Customer has lived in his new home for over two and a half years now and we have done everything within our control up to this point to repair the relationship with this Customer and thought we had done that with the last round of no charge work, material and labor, that we provided for him concerning his email complaint we received last year around this time Even though he was only provided with a one year Warranty on his home, the Warranty period for a new construction, we have gone above and beyond that one year Warranty by repairing items for him the end of last year that would have been considered wear and tear by any other Contractor and refused, such as patching sheetrock and painting The reason for his complaint being filed now with Revdex.com is due to our response to his latest email As I stated previously, we thought any issues the Customer had with us had been resolved with the work done last year and signing of the attached Settlement AgreementWe then received an email a couple of weeks ago from him stating that he had come home from vacation and found that the mini-split system that we had a Sub-Contractor install almost three years ago, had leaked due to what he stated was improper installation He had specifically chosen this type and brand of mini-split at the time of purchase We were not able to find a local HVAC company that sold this specific unit which ended up having to be purchased off the Internet and took several weeks to come in due to being back-ordered We also had a difficult time finding anyone to install the system since no one wanted to install a system they didn't sellWe finally found an HVAC company that would install it but would not warranty the unit as would normally be expected since they did not sell this specific brand or model The Customer was made aware of all this at the time the item was ordered and installedThe Customer had previously complained about a similar leak that occurred and improper installation in his complaint email we received in December He stated that he had to hire another local company to "repair the minisplit that your Sub didn't install correctly" which cost him $due to the original Sub not returning his calls Even though we did not feel it was our responsibility to repair the unit due to the reasons stated above, we reimbursed him this repair outside of our one year Warranty as part of our effort to repair the relationship with him This reimbursement was stated in the Settlement Agreement attached Therefore, when we received his latest email stating that he expected us to repair it again, replace sheetrock, etc., due to once again what he said was "our Sub's improper installation", we reminded him that this issue was already resolved and he in fact had chosen the Contractor/Company that repaired the unit previously and seemed content with how the repair was done at the time and for several months We explained to him although we were sorry he had come home from vacation to this problem, that unfortunately, everyone will have issues such as this from time to time, including us, and it is a part of the cost and responsibility that comes with home ownership We feel that we have done everything within our power to try to resolve the negative feelings this Customer has towards us and his home and other than warranty his home and every item within his home for the rest of his life, we are not sure what else we can do It became very clear after receiving his last email complaint that he did not take our previous Settlement Agreement seriously and he was not going to be happy until we either agreed to repair everything that ever needs to be repaired for the rest of his life or he followed thru with his threats of filing complaints against us and filing a lawsuit Since we cannot warranty his home for the rest of his life or ours and we thought the Settlement had brought closure to the situation, we decided to not repair the mini-split as he demanded this time Even though it would have been much easier to just repair the unit again and move on, we realized that these demands and threats would never end if we continued doing everything he asked, whenever he asked and the only way to bring closure to this was to have him follow thru with the complaints and lawsuit as he desired This is not the way we wanted or expected this situation to be resolved, but it seems to be the only way the Customer is going to be able to find any type of contentment or closure
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I did not make this complaint expecting to recoup the cost of this latest repairI knew the only way that would happen was through legal action, based on the contractor's past refusal to stand behind their workThis complaint was to create a public record so that other people might be forewarned, so they would not be subjected to the incompetence and unethical behavior of this contractorI don't know if this response will be included in that public record, but I will address some of the main points made in their response.The agreement they attached was the alternative to a breach of contract lawsuitMy attorney assured me I would win, but that his fees would be $20k minimumThe agreement was the best outcome I could achieve from a bad situationIt should be emphasized that it states I was in no way satisfied with the work performedI didn't "forgive" the numerous mistakes made in construction, I just forfeited the right to sue for breach of contract.The excuses provided for the inadequate work are nonsenseI did live out of town, but was available by phone and email 24/I also requested several times to be notified when work was being performed, and I was on-site on all those occasionsAs work progressed, and mistakes mounted, I was notified less oftenMy accessibility was in no way responsible for any of the mistakes made during constructionIn addition, the contractor was provided with plans by my architect,
which in his words were, "the best I have ever had to work with"Yet, many features that were clearly shown on the plans were omitted, including bathroom drains, exterior hose bibs, the wrong siding was ordered and installed (in a rush while I was out of town, despite the rest of the construction lagging for years)Other work was done incorrectlyFor example, the windows are all set 4" too lowThis was because, again in his words, " I must have forgotten to add in the 4" for the slab"Because the walls are ICFs, this was impossible to fix.The failure to achieve an *** certification, was in no way the fault of ***, but simply because the home wasn't constructed to the required specificationsThere were several instances when I had to point out things he needed to do that he had no idea aboutHe clearly had not bothered to look at any of the *** materials, but had still promised me many times that a gold or better certification would be no problemAfter the scheduled "pre-drywall" inspection by ***, I was told by the contractor that all was well, certification would not be a problemIn reality, the inspection never even took placeI only found out I was being lied to by contacting *** myself.In short, despite blaming everyone but themselves, they, and they alone, through negligence and incompetence, are directly responsible for all the problems with my home.Finally, the event that began this whole process was the faulty installation of the condensation tube and in-line pump for the minisplitThe information provided in the contractor response is mostly correctHowever, the problem was not with the minisplit, but the pump and condensation tubeThe sub chose and provided the pump, which are generic items used in all installations where the indoor unit is below the drainage pathIn other words, it was a standard installation, and had nothing to do with the unit itselfThe sub failed to attach hose clamps where the condensation tubes entered and exited the pump, and it leaked the first time the air conditioning was turned onThis was well within the one year warranty, and a clear case of faulty work which a reputable contractor would have coveredThe latest incident was also related to the condensation tubes, which had been joined together by electrical tapeIt leaked, slowly enough to not be noticed until now, causing drywall damage and moldI have contacted my insurance company and they are covering the claim, since the damage, in their opinion, was due to faulty installation.I have never asked the contractor to repair anything that wasn't done improperly, and , in fact, there are numerous items that can never be made right because of their ineptitude
Regards,
*** ***
There were definite issues during the construction referred to in the complaint, that is true Some of what the Customer states is correct or partially correct and some of the statement is not We realize his reality is his perception of the relationship and situation, but he has left
out many of the details explaining the situations and issues that arose during his project, why they arose and how we attempted to resolve them He has also left out the fact that over the past three years we have not only done thousands of dollars of work for him at no charge in an effort to try to end the relationship on a positive note and give him some type of contentment with his home and us, a Settlement Agreement was signed in April in which he "forgave" us for all the complaints he has listed in his Statement of the Problem with the Revdex.com The agreement released us from any liability regarding all the "known issues" as he referred to them as stated in this complaint and we agreed to "forgive" any money he may owe us for the unbilled work and material we had done and purchased to date We did not admit any wrong doing in the Settlement and he did not admit he was satisfied with us or his home, it was simply an effort on our part, a last attempt, to try to bring closure for everyone without complaints such as this or Court and Attorney fees Our reputation and Customer relationships are very important to us and why we went to such great lengths to try to resolve things amicably with this Customer, but it became very clear after his last email that all of our attempts had been useless and whether it was now, six months from now, or three years from now, he would not be happy until he followed thru with the complaints and lawsuit I have attached the Settlement Agreement to this email, which was partially written by an Attorney we hired and then revised by an Attorney the Customer hired I will not go into the details and extenuating circumstances that led to the home not being *** Certified or to the delays in construction he mentioned in an effort to keep my response as concise as possible, but the main issue during this project was miscommunication between all three parties, us , *** and the Customer The Customer lived out of town before and during construction and we grossly underestimated how difficult it would be to build a home for a Customer that was rarely at the site The majority of communication was thru email, text and phone calls, which resulted in miscommunications, delays with decisions and unmet expectations between all three parties involved The Customer has lived in his new home for over two and a half years now and we have done everything within our control up to this point to repair the relationship with this Customer and thought we had done that with the last round of no charge work, material and labor, that we provided for him concerning his email complaint we received last year around this time Even though he was only provided with a one year Warranty on his home, the Warranty period for a new construction, we have gone above and beyond that one year Warranty by repairing items for him the end of last year that would have been considered wear and tear by any other Contractor and refused, such as patching sheetrock and painting The reason for his complaint being filed now with Revdex.com is due to our response to his latest email As I stated previously, we thought any issues the Customer had with us had been resolved with the work done last year and signing of the attached Settlement AgreementWe then received an email a couple of weeks ago from him stating that he had come home from vacation and found that the mini-split system that we had a Sub-Contractor install almost three years ago, had leaked due to what he stated was improper installation He had specifically chosen this type and brand of mini-split at the time of purchase We were not able to find a local HVAC company that sold this specific unit which ended up having to be purchased off the Internet and took several weeks to come in due to being back-ordered We also had a difficult time finding anyone to install the system since no one wanted to install a system they didn't sellWe finally found an HVAC company that would install it but would not warranty the unit as would normally be expected since they did not sell this specific brand or model The Customer was made aware of all this at the time the item was ordered and installedThe Customer had previously complained about a similar leak that occurred and improper installation in his complaint email we received in December He stated that he had to hire another local company to "repair the minisplit that your Sub didn't install correctly" which cost him $due to the original Sub not returning his calls Even though we did not feel it was our responsibility to repair the unit due to the reasons stated above, we reimbursed him this repair outside of our one year Warranty as part of our effort to repair the relationship with him This reimbursement was stated in the Settlement Agreement attached Therefore, when we received his latest email stating that he expected us to repair it again, replace sheetrock, etc., due to once again what he said was "our Sub's improper installation", we reminded him that this issue was already resolved and he in fact had chosen the Contractor/Company that repaired the unit previously and seemed content with how the repair was done at the time and for several months We explained to him although we were sorry he had come home from vacation to this problem, that unfortunately, everyone will have issues such as this from time to time, including us, and it is a part of the cost and responsibility that comes with home ownership We feel that we have done everything within our power to try to resolve the negative feelings this Customer has towards us and his home and other than warranty his home and every item within his home for the rest of his life, we are not sure what else we can do It became very clear after receiving his last email complaint that he did not take our previous Settlement Agreement seriously and he was not going to be happy until we either agreed to repair everything that ever needs to be repaired for the rest of his life or he followed thru with his threats of filing complaints against us and filing a lawsuit Since we cannot warranty his home for the rest of his life or ours and we thought the Settlement had brought closure to the situation, we decided to not repair the mini-split as he demanded this time Even though it would have been much easier to just repair the unit again and move on, we realized that these demands and threats would never end if we continued doing everything he asked, whenever he asked and the only way to bring closure to this was to have him follow thru with the complaints and lawsuit as he desired This is not the way we wanted or expected this situation to be resolved, but it seems to be the only way the Customer is going to be able to find any type of contentment or closure