Total Home Improvement

We have been in contact with this customer multiple timesHe chose to return an exhaust kit to usHe paid the shipping backIt was damaged during the return shippingWe explained to the customer that since we were not the ones that shipped it, he would have to file the UPS claimUPS would not allow us to file the claim being we did not ship the items He told us he didn't have time to file the claimWe told him we could some some kind of credit but not for the full amount because it was damagedWe told him these were the too options, file the claim and let UPS refund him or we would go out of our way and do a partial refund via in store credit Customer hung up on us and would not respond, so we shipped the exhaust back to himAgain, he can be refunded in full simply by filing his UPS claim or we will still offer him the partial refund - even when we sent the exhaust back and we have nothing in our hands TIMELINE OF COMMUNICATION: 7/16/- call from customer -- customer informs us he sent back the exhaust and wants his refundWe find out it is back but damagedWe tell the customer we have to call UPS and will call him back 7/16/- We contact UPS -- We can not file claimUPS instructs us to have customer file the claim 7/16/- We call customer back -- No answerWe leave a voicemail and send email7/17/- call from customer -- Customer got upsetHe said he doesn't have time to file the claimWe present both options but customer hangs up on us 7/17/- we call customer back -- gave him some time to cool offNo answer left voicemail 7/18/- we call twice - no answer 7/20/- send customer an emailWe don't have room in receiving to continue to hold the itemsWe ship the items back [redacted] * [redacted]

Complaint: [redacted] I am rejecting this response because: The company failed to present me the valid receipts charged for materials and labors I only received receipts of amount of $4, Some of receipts were for tool rentals, tool purchases One receipt included sales tax of $which was double-charged Their final accounting of $(as attached) did not reconcile with the quoted items nor with the receipts they provided They wrongly charged me $for “searched for paint” as their worker mistakenly pierced holes through the drywall to my stairway wall (photos can be provided) You charged 20% markup for all materials purchasedIt is outrageous that they charged separately for pickup trips, meeting, phone conversations and shopping time Summary of the project The original estimation dated March 16th, $ Change order dated March 26th, Add$(add new shower surround) Delete repair shower surround Credit of $ Delete the heating element Credit of $ Extra materials more than the allowance Add $ The total project estimated and quoted $ Final amount charged and paid $ The overcharged amount is $ I request a refund of the overcharged amount of $ The contractor refused to provide valid receipts from the beginning of the job She mentioned “language barrier” as an excuse of failing to provide receipts and doing the overcharges I graduated from a top U.Sbusiness school with mater degreeI am not an English expert; however, my English should be proficient to communicate the business needs Sincerely, [redacted] ***

We have been trying our best to resolve this issue with [redacted] He has posted reviews on Google to the public that this RMA/Return was completed and we "STOLE HIS MONEY"This is very far from the truthPlease see the attached pdf of our email conversationHe continued to use foul language at our Customer Care Reps (CCR) while we insisted on trying to help himWe simply needed some information to move forward - especially if the package was insured by himWe opened the box and refunded him only for what was inside the box that he returnedWe tried multiple times to explain we needed the tracking number and needed to know how many boxes he sentWe need the tracking number so he can start a claim and we need to know how many boxes he sent so we could determine if there is possibly another box on the way to us We are not trying to cheat [redacted] We simply did not receive some of the parts he is trying to return to us and his public reviews on Google are a flat out lie being we will refund him in full for his parts if we get them backIf he wants to leave the review public that we don’t want to refund him then we will chose to not refund him for parts we never got backWe don’t feel it is fair to be bullied into refund the customer for parts he did not send back or were missing because of shipper damageIf he did send the parts back, he needs to contact the shipper to start a claim being the package is now missing partsWe will work with any shipper to help the customer with his claimBeing we are not the ones that shipped the products, we simply can’t be the ones that file the claimIf it was our shipping, then we can do the claim easilyAll we are asking the customer to do is simply pull down the review that we don’t want to help him and we are stealing his moneyLet us work something out and then he can leave a review that is truthfulWe want to help him but we will not let customer use public information to bully us into doing something we should not have to do

We were hired on October 10.2015, to do a whole house remodelThis work included replacing the water service,all new water and drain lines, all new electrical wiring,new windows and doors, reframed a laundry room, reconfigured the hall, bathroom and closets,refinished hardwoods, new kitchen and appliances,new bath, all new drywall, insulation, interior doors, trim and painting the interior.installed new flooring, tile and fixtures There were multiple areas of the job where we had to do additional work to meet code, repair damage to the walls, floors,etc, rework doors and doorjambs because the house was not built to standard sizes, and replace more of the exterior siding around the windows than was estimated for because the client asked us to do soThe client came to the site almost every day during the first weeks of the job, and we did not do any additional work without his knowledge or consentThis additional work was not provided for free, but was billed on a time and materials basis, since it had not been estimated, nor was it part of the original estimate/contract For example, During the course of the window replacement,we discovered dry rot, broken shiplap sheathing, and the old windows had been installed directly on the studsThe new vinyl windows needed to be installed over the sheathing, so we had to repair/prepare the window openings properly before we could install the new windows Another example of additional work that was required involved custom sizes for both exterior doors, and full replacement of all interior doors and jambsWe had originally been asked to replace just the interior doors by going to a salvage/second use warehouse and trying to match used door to the doors in the house that were not salvageable None of the clients doors were of standard heights, so we were unable to find salvaged doors that would workWe informed the client of this, and we told him we could purchase and install new custom doors and jambs, or buy interior pre-hung doors off the shelf at Home Depot and rework them ourselvesHe opted for the latter, as he wanted the work to move forward, and this was a less expensive optionThrough out the first several weeks of the job, the client complimented us and our work repeatedly, and told us he really liked our work and our approach We began the work on October 13th and work proceeded without any problems until October 30th, when the client made a partial payment that was returned by his bank.The client replaced the NSF check on October 31stApparently the client deposited enough money to cover BOTH the checks he had issued, and the bank ran the returned check through the process as well as the replacement checkThe following week, we offered to refund the over payment to the client until the next scheduled payment was due The client told me not to bother since he was going to have to pay me that money in a couple weeks anywayI assured the client he would not receive any further invoices from us until the pre-paid deposits had been used for his houseI repeatedly offered to refund the extra deposit until more work had been done, and he repeatedly refused At this point the client began to feel anxious or worried, and told his daughter that I was overcharging him, that the costs were running out of control, and that he was upset with our workHis daughter contacted me on November 4th,2015,and demanded that we stop all work on the house until she could figure out what was going onShe informed me at that time, that her father had memory problems, and that she was very concerned about himShe told me that he kept repeating things, asking the same questions even after being told the answersI mentioned that when her father came to the job site, he seemed to ask me the same questions over and over as well She requested a full accounting of what we had done to date, the monies received, and reviewed the work we had done up to that pointShe then requested a meeting with me and her father, which occurred on/around November16thWe provided all the requested information, explained the additional costs for all the additional work we had done, and agreed to run everything by my clients daughter for the remainder of the jobWe also addressed some minor corrections to the work, that the client was extremely upset about, although most of it was still in progress and not completed at that timeWe asked to restart the project, but the client and his daughter delayed the project until December18thThis delay led to additional costs for portable toilets, storage of the cabinets and appliances, rescheduled work by subcontractors,etc We were told we could resume work as long as we agreed to stop work when we reached the point at which costs were equal to the original estimate/contract, regardless of the actual percentage of completionThe clients daughter said we would review the budget and the job progress at that time and they would decide then if they wanted us to finish the jobWe received no further payments from the client until February 4th, when we had completed enough work to have used the earlier depositsWe also completed several minor corrections at no charge to the client,which were reviewed and accepted by both the client and his daughterEvery reference in the clients complaint to poor workmanship was addressed and corrected prior to the meeting with him and his daughter in November, or once work resumed in DecemberAt no time did we overcharge for our hours or our materials costs, We provided accounting up dates multiple times through out the job, and repeatedly told and SHOWED the clients the repairs/corrections we had made We did over $10,in additional work on this project, most of which was required to meet the terms of our contract, or to accommodate the clients requestsThe following is a list of the things we did that were not on the original estimate/contract Repair dry rotted framing at windows Install new sheathing around windows Install custom sized exterior doors Replace approximatelysquare feet of hardiplank siding Rebuild exterior thresholds to accommodate custom doors Disassemble and rebuild a portion of the back deck at entry to house to accommodate new exterior door Install cementitious leveler, flashing and custom build front door threshold over concrete stoop Reframe bedroom closets for by-pass doors Install new subfloor in kitchen,back entry and bathroom Customize all new interior doors and jambs to accommodate shorter ceiling heights Re-prime and paint all doors and jambs after re-working Install additional exterior trim to windows at clients request Other additional costs that exceeded our estimate included the choices the client made for fixtures, cabinets and cupboards, countertop style and material, appliances, and the type/style of interior trim they wanted In early February,we received a small deposit from the clients daughter, with the clients authorization, to purchase and install the interior window ,door and floor trim.Upon completion of that, we notified the clients daughter that we had reached the original estimated budget, provided her with a fixed price to complete the remaining details of the contracts, and requested a deposit I met with the client and his daughter at the job site on February17th At this point, the kitchen, the laundry/back entry, the closets, and finish details had not been completedWe were not at the end of the project, and had not done a walk through with the client to create a final punch list to take care of any minor correctionsHowever, the client was extremely angry and threatening, complained about work not being done that actually had been done, exploded over work that had not been finished yet, and made it quite clear he didn’t want us to continueHis daughter asked me to step outside while she talked to him, and about minutes later, she wrote a check for the small amount that was due, they signed the account statement I had provided, and asked to be released from the remaining portion of the contract I noted on the account statement, that they had paid me in full, removed my tools, and leftI have provided the client with copies of receipts, subcontractor invoices, etcAt this time, we are in the process of paying the remaining balances to our subcontractors on this job, since my agreements with the subs included final payment upon completion of the work, as we were not able to complete the work, we were caught short, and have made arrangements to pay the subs as we canWe will provide subcontractor lien releases as they are provided to us, once we have completed paying the subcontractors I do not know what else we can do for this client

Complaint: ***
I am rejecting this response because:LMR states the parts were not in the box shipped to themThis leaves three possibilitiesA) the returns department at LMR is incompetent or have other intentions in mind. B) I did not ship the item and am intending to commit insurance fraud ( this is an awful lot of work to do for $138!!) C) LMR has several complaints against them regarding returned , but damaged parts Where LMR has asked the customer to file a damaged shipment claim in order for the customer to receive what's owed. Ironically, I had shipped the parts in a brand new sturdy box, which was a from what LMR had sent me, so I find it ironic that the parts in the sy box made it to Colorado , but the good box couldn't hold up on the way to Texas. Anyways,Given the reviews on Revdex.com and various online review boards, I can safely assume this is a combination of A and CYou can't call a dead cat a fox and get away with it, well maybe you can if your filing claims against shipping companies. With regard to the question of fairness; this country is full of scam& con artists ,it's pretty clear you guys (foul language'd) mewhile I recognize I may never get my 138$ backHopefully you have lost 138$ in future business by my public complains against LMR. Super Warm Regards,
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We have been in contact with this customer multiple timesHe chose to return an exhaust kit to usHe paid the shipping backIt was damaged during the return shippingWe explained to the customer that since we were not the ones that shipped it, he would have to file the UPS claimUPS
would not allow us to file the claim being we did not ship the items. He told us he didn't have time to file the claimWe told him we could some some kind of credit but not for the full amount because it was damagedWe told him these were the too options, file the claim and let UPS refund him or we would go out of our way and do a partial refund via in store credit Customer hung up on us and would not respond, so we shipped the exhaust back to himAgain, he can be refunded in full simply by filing his UPS claim or we will still offer him the partial refund - even when we sent the exhaust back and we have nothing in our hands. TIMELINE OF COMMUNICATION: 7/16/- call from customer -- customer informs us he sent back the exhaust and wants his refundWe find out it is back but damagedWe tell the customer we have to call UPS and will call him back. 7/16/- We contact UPS -- We can not file claimUPS instructs us to have customer file the claim 7/16/- We call customer back -- No answerWe leave a voicemail and send email7/17/- call from customer -- Customer got upsetHe said he doesn't have time to file the claimWe present both options but customer hangs up on us. 7/17/- we call customer back -- gave him some time to cool offNo answer left voicemail 7/18/- we call twice - no answer 7/20/- send customer an emailWe don't have room in receiving to continue to hold the itemsWe ship the items back. *** ***
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We have been trying our best to resolve this issue with [redacted]. He has posted reviews on Google to the public that this RMA/Return was completed and we "STOLE HIS MONEY". This is very far from the truth. Please see the attached pdf of our email conversation. He continued to use foul language at our...

Customer Care Reps (CCR) while we insisted on trying to help him. We simply needed some information to move forward - especially if the package was insured by him. We opened the box and refunded him only for what was inside the box that he returned. We tried multiple times to explain we needed the tracking number and needed to know how many boxes he sent. We need the tracking number so he can start a claim and we need to know how many boxes he sent so we could determine if there is possibly another box on the way to us.  We are not trying to cheat [redacted]. We simply did not receive some of the parts he is trying to return to us and his public reviews on Google are a flat out lie being we will refund him in full for his parts if we get them back. If he wants to leave the false review public that we don’t want to refund him then we will chose to not refund him for parts we never got back. We don’t feel it is fair to be bullied into refund the customer for parts he did not send back or were missing because of shipper damage. If he did send the parts back, he needs to contact the shipper to start a claim being the package is now missing parts. We will work with any shipper to help the customer with his claim. Being we are not the ones that shipped the products, we simply can’t be the ones that file the claim. If it was our shipping, then we can do the claim easily. All we are asking the customer to do is simply pull down the false review that we don’t want to help him and we are stealing his money. Let us work something out and then he can leave a review that is truthful. We want to help him but we will not let customer use false public information to bully us into doing something we should not have to do.