Trademark Bath & Tile, LLC

Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The company did not even start the jobs until months after the contracts were signedthe contracts stated they would start in - weeks and be completed in - weeksObviously, they breeched the contract at that pointThey started numerous jobs and completed none of themI was told by the contractor that they would not do any more work until I gave them more moneyI had already given them over 45,I asked that they finish the projects they started prior to beginning the last oneI am disabled, and was left with no working kitchen sink or stove for over monthsI only had a tiny sink in the bathroom that workedI do not agree with the response they provided stating the I was not allowing them to do the work in the order they needed toThat was never mentioned during our discussionsIt was always asking for more money Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The response provided is utterly in every way There was no cancellation of the order prior to being advised by Trademark that they would no longer answer our phone calls and that we would have to contact their lawyer There was no release for production ever made, in fact, this is where the problem evolved from Trademark advised that they could NOT provide the cabinetry they had quoted and provided sketches for Any breach of contract was their doing Had the order been released, the only materials that would have been supplied by Trademark was in fact the cabinets All other materials were purchased personally by us On this same basis, no design work had been completed, only preliminary sketches taken for costing purposes Every effort was made to contact Trademark, but without results To date they have not responded to our efforts to establish a line of communication It was via the Trademark receptionist (employee) that the first introduction was made concerning council (attorney) We remain available to reach and equitable settlement and resolution Regards, [redacted] ***

[redacted] talked with Mr [redacted] before this complaint was even emailed to us, [redacted] has set up a meeting next Tuesday at 2pm to go over the project and get it started

To whom it may concern: We do have a contract with [redacted] *** The work stopped because she was not letting us do the work in the order that we needed to in order to get the job doneWe will contact her and see what she wants us to do Thank you [redacted]

[redacted] talked with Mr [redacted] this morning and never refused a refund, what he did say was that I'd don't have the authority to give refunds so I would reach out to the production manager and work out the best course action to move forwardI completely understand how Mrs [redacted] feels however an installer was suppose to go there this morning but had car issues, the installer tried to call Mrs [redacted] but she didn't answer the phoneAfter speaking with mr [redacted] called the installer to find out what happen, he then tried to call Mrs [redacted] but she didn't answer the phone so he left a msgThis project was backed up because of in for seen circumstances but [redacted] has communicated with them the whole time and kept a log on thisWe have ordered and paid for the materials for this job and just want to go in and get the job completed asap

[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 [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowThis is another one of their lies, as their lawyer has never called me, I tried calling him several times, only to get the same lies, "he's checking on it" and will see what he can work outThey have made no attempts to pay me back & this is going on almost five monthsI have been in contact with numerous other "customers" & we will likely be organizing to file a class action lawsuitIt also appears that the [redacted] State Police has also started an investigation into their "business practices"I was told yesterday by "***" that I would be getting a check..."again"If I do not receive my refund, I will be on board with the lawsuit & the ISP Regards, [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear... below. [Provide details of why you are not satisfied with this resolution. Please respond here ONLY]The money was taken on the 2nd day of the grace period for cancellation of the original contract, which is not lawful. It has yet to be returned, and finance charges have started to accrue. In a phone call from [redacted] , he expressed his desire to continue on with the project. As I can not trust them to return the money back into my account, I do not trust them to do the project. On [redacted] ’ recommendation, I put paperwork forward for 2 loans, being approved by both. Both were given to me by the contractors in order to finance the project until my funds I am expecting arrive. Being made to feel that the loans not being acceptable to them (the contractors) was MY fault (the first loan not giving them money until the project finished, the second I was approved by the contractor was not approved by the lender) is ludicrous and makes me angry. Regards, [redacted]

We have worked out a plan with the customer through our lawyer to pay them back

To whom it may concern,Trademark Home Design LLChad given the authorization to the companies' secretary to send Mrs*** a check for $1,to reimburse her for the additional plumbing expenses We have since discovered that a check was not sent and we will issue a check immediately
It was a simple error and since we had not heard from Mrs*** until now, we assumed she had received payment We were wrong in our assumptions and greatly apologize for any inconvenience to all parties involvedWe are working to improve communication practices between Trademark Home Design LLCand all customers before, during, and after installation Thank you for your help in working to resolve this matter with Mrs***.Sincerely,Trademark Home Design LLCManagement Team

To whom it may concern: Normally on a contract of such size, you receive draws from the customer. The reason being, the job is done in stages. Let's say for example, we sell a customer two bathrooms and a kitchen. We would complete one at a time. The problem with this setup is that not only does the material have to be paid for with each of the jobs; but, at the completion of each phase the labor has to be paid. If it wasn't broken into draws the company would be spending too much money and would not be able to operate, as we generally have 10-jobs going at a time. Even if the customer does not believe so, in most cases we spend significantly more than what their initial deposit was before we receive any money. On a smaller job, where say we are only doing one bathroom that can be completed in a matter of days, that setup is no problem. However, on a much larger job, where there are significant amounts of material and labor costs, it becomes much harder on company and the contractor if there is not drawNobody gets paid until, the customer gets paid. For these reasons, that is why they kept asking for more money.I might be wrong, but I think originally the customer had said she would not give anymore money until the second bathroom was done. However, her request to have the kitchen done first put a strain on the entire project because again we would be expected to pay labor and material on both the kitchen and bath before anymore money was received. As I said, I might have that wrong and I am open whatever the customer says.In conclusion, we would like to finish the job for the customer and I have a couple of crews that just finished up other jobs that I think we work wonderfully on her projects; if she will let us. Sincerely, ***

*** is calling her asap. ***

I apologize, the check was mailed out on the 15th

Ms*** reports to Revdex.com she did receive the promised $refundIssue resolved

The customer did sign a contract with us. And in response related to the terms of the contract, all times are approximations. Yes, we have gone through some personnel changes, as is with any company.We made several attempts to rectify the situation. At one point we felt
that the job was going to start. After speaking to the customers and rectifying the issues that they had, we sent our contractor over to start. He was to do a walk through with the customer to inform of the details of their project and timeline that was projected. He was denied entry.This is the third time that they have failed to resolve this issue with us. All shower supplies has been ordered and delivered to Trademark. After going over the file, this job can be completed in a timely manner where all parties will be satisfied.We at Trademark, would finally like get this project completeThe project would have been done by now, had they let us just do it.Thank you***

The *** attempted to breach the contract with us by cancelling substantially outside of the rescission period and demanding their full deposit backThe production process was well under way, including materials ordered and design work completedWe strived to resolve the matter in an equitable
fashion with them, by following the terms of the contract - unfortunately the *** were unwilling to cooperate so we were forced to forward their file to our attorney to help resolve the issue

Revdex.com:
I have reviewed the response 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.They made one payment of $which I received on January and was told that another $would be arriving the following week. Although I have talked to their attorney and they assured him that they were sending more checks I have not received any more money from them. $out of the $8,they owe me is by no means settling this problemI have bent over backward to help them out but there is no reciprocity on their part. See the attachment for a complete rundown on my dealings with them
Regards,
*** ***

I have sent this customer several checks to pay her back and just sent another one today.  I just had our attorney call her and ask her to take the complaint down and she seemed like she might.

[redacted] talked with Mr [redacted] this morning and never refused a refund, what he did say was that I'd don't have the authority to give refunds so I would reach out to the production manager and work out the best course action to move forward. I completely understand how Mrs [redacted] feels however an...

installer was suppose to go there this morning but had car issues, the installer tried to call Mrs [redacted] but she didn't answer the phone. After speaking with mr [redacted] called the installer to find out what happen, he then tried to call Mrs [redacted] but she didn't answer the phone so he left a msg. This project was backed up because of in for seen circumstances but [redacted] has communicated with them the whole time and kept a log on this. We have ordered and paid for the materials for this job and just want to go in and get the job completed asap.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This is another one of their lies, as their lawyer has never called me, I tried calling him several times, only to get the same lies, "he's checking on it" and will see what he can work out. They have made no attempts to pay me back & this is going on almost five months. I have been in contact with numerous other "customers" & we will likely be organizing to file a class action lawsuit. It also appears that the [redacted] State Police has also started an investigation into their "business practices". I was told yesterday by "[redacted]" that I would be getting a check..."again". If I do not receive my refund, I will be on board with the lawsuit & the ISP.
Regards,
[redacted]