TUFFRAX

First and foremost, I did not “grossly” overcharge the customer as she has stated In early October 2014, the customer called me to inquire about getting an estimate for our flagship product TUFFRAX, which is a garage overhead storage rack that attaches to the ceilingAfter the estimate concluded, I suggested she purchased of our large model which is a 4’ x 8’ unit and she agreed That size retails between $239- $289, depending on how many units a customer purchases The more they purchase the better the discountSince the quote was for units, I gave her a discounted price of $ per unitTo install each unit there is an additional cost of $and she also agreedSo we scheduled the TUFFRAX installation for October 22, Total cost: Product: $+ (tax) = $ Installation: $x 2= $260, that brings the total to $ On the same day of the TUFFRAX estimate, the customer showed me some wall shelves called Glaro that she had purchased over the Internet She asked me if I could install them for her and I agreedIn the past, I have sold and installed different types of wall shelves but never like the glaro racks which were set in width and could not be adjustedI told her that I needed to get on Glaro’s website to learn more about the product and installation procedures So I agreed install a total of Glaro shelves (on one wall and on another wall) for $and she agreed October 22, I installed TUFFRAX overhead storage racksI opened one of the wall shelves boxes and soon noticed that the shelves did not line up with the wall studs because of their set widthI immediately informed the customer of this issueI also told her that if she wanted me to proceed with the installation I would need to purchase drywall wall anchors, and she agreed I then drove to [redacted] where I consulted with a sales representative who recommended pounds load bearing anchors When, I got back to the customer’s garage and started opening all boxes I realized that the job was going require more labor then I originally anticipated because the Glaro shelves needed to be assembled and connected together as per the customer’s requestSince there was more labor involved I asked the customer for an additional $ She agreed to pay me a total of $($initial quote and $for additional assembly) I also had asked the customer to pay the wall shelves installation in cash and she agreedPrior to commencing the installation of the wall shelves, I mentioned to her that my work was 100% guaranteed and that if there was ever any p***lems with the installation that I would go back and fix it, free of chargeShe was very, very happy and satisfied with the (2) TUFFRAX and (6) Glaro wall shelves installations (see attached picture of shelves installed) On that day I received a payment check for product and services number for a total of $from the customer pus $in cash (for the wall shelves installation) That check included the following: 1) TUFFRAX Product: $+ (tax) = $ 2) TUFFRAX Installation: $ 3) Glaro Wall shelves installation: $( she did not have enough cash on hand, so I told her to include it in the check) 4) Initial drywall wall anchors: $ TOTAL: $ On December 26, the customer called to inform me that one of the wall anchors I had installed became looseSo I agreed, free of charge, to go back to access the situation and repair it I then realized that the wall anchors the first Home Depot sales rep recommended where not adequate for the installation So I went back to Home Depot and asked for a manager who recommended, and assured me it would work, the “Toggle Bolts” type anchorsSo I purchased a box of ¼ x 3” toggle bolt I then went back to the customer’s home and installed the new toggle boltPrior to installing the toggle bolt I told the customer that I will have to make a ¾ inch hole to be able to fit the toggle bolt in the drywall and she agreedHer boyfriend even assisted me by holding the shelf while I drilled and inserted the toggle bolt into the hole After I secured the shelf with the toggle bolt, I showed the customer that the new bolt was the correct bolt by hanging off the shelf and demonstrating the strength of the new bolt I even told her that I was willing to replace all other wall anchors with the new toggle bolts at my cost and she said that she would think about it and get back to me A few days later she called and told me that she had the racks on the right wall taken down by a drywall contractor who also sealed and textured the holes She also mentioned that she had to remove the Glaro shelves because “they did not line up with the wall studs” I told her that she should have consulted with me first because I could have replace and installed all anchors with the new toggle bolt type at no expense to her and that I could have used those same holes to complete that task and her reply was that she did not trust my work That was an insult to me because I really went out of my way to help her in every way I could Keep in mind that all that time she was rude and condescending in all of her emails and on the phoneI have proof it So, because I am an honest and ethical person, I decided to offer her a full refund of $for the installation of the Glaro wall shelvesAlthough it was her decision and not mine not to allow me to replace the anchors with the new toggle bolts, I was willing to refund her the full $ But now, it has come to this and I have decided to provide a refund based her actions.In summary, I did NOT grossly overcharge the customerIn fact on October 22, before she wrote the check, I had gone over with her and her boyfriend, who was present, the itemized cost of each item and service Ask yourself, why would she write a check for $if she did not know what she was paying for? I have been in business since and I NEVER had such a rude condescending and difficult customer to deal with before Best Regards, [redacted] ***

I am responding to her last
response:
1) The picture I sent was only to give Revdex.com an image of the installed product
It was not intended for any other reason
2) The rack did not collapse, as the customer has statedWhen I arrived to
repair the (1) out drywall anchors that became disengaged from the wall, the
entire rack remained attached to the wall because of the other (11)
anchors. When the customer called me to inform me that the rack had collapsed,
I asked her to send me pictures but she only send me picture of a hole in the
wall with the disengaged anchor and not of the collapsed that she claimed
collapsed
3) I told her boyfriend, ***, that the reason the anchor became disengaged was
due to the anchor not sitting correctly because of the hole being, very slightly,
larger than the anchor. I told him and the customer that in order for me
to fix the anchor, I had to replace it with a much stronger and safer Toggle
bolt anchor. The old anchors have a diameter of 1/2" so the hole had
to be drilled 1/2". The new Toggle anchors have a diameter of
3/4" so the hole needed to be enlarged to 3/4" to be able to fit the
new Toggle bolt. *** was there, he saw the entire process and even agreed
with me, at the time after I made the repair. I did look at the racks I
had installed on the other wall and determined that all anchors were connected
to the wallI also suggested to the customer to replace all of the initial
anchors with the new Toggle bolt anchors on both systems, (24) anchors in
totalI even offered to pay for the new anchors which cost an additional $
and do the labor at no extra cost. But she declined because, according to
her, she did not want any larger holes in new home walls. I did not
understand her decision because the holes would not have been visible and the
racks would have been very safe and secured to the wallsThere would not have
been any damages to the walls as she has statedShe claims that “for
safety" reason she uninstalled the racks. That is her decision for I
was willing to fix the problem at no extra cost to her.
The costumer is incorrect, she did
not request for me to refund her $150. In good faith, I was the one who
offered it to her to try to keep her happy. I even apologized for not
emailing her a paid invoice for the ceiling racks I had installed. I
frankly forgot to do so when I got back to the office for I had many other
tasks on my mindBut soon I realized that there was no reasoning with this
customerAfter given it some thought, it was her decision not to allow me to
repair the anchors and I had to charge her for my servicesBecause she changed
her mind does not mean that I do not get paid for the work I did. She
claims she had no confidence in me, then why did *** have confidence in me
after I installed the Toggle anchor? As I mentioned in last response, I
have been installing ceiling racks since 2003. I never had an issue with any
customers with installation and keep in mind that ceiling racks are much more
difficult to install then wall racks. What happened here is that she
bought a wall rack that is also a rack to hang clothingA rack that does not
align properly with the wall studs, she put a lot of clothing on the rack, one
or two of the original anchors because disengaged from the wall and I offered
to make it right and she panicked and declined and is now trying to get back
the money she paid me for the plus hours I spent installing the wall rack,
not including the times I had to return for the repair
In regards to the pricing:
It is impossible for me to remember what I quoted to who without looking at
estimate documents. When the customer called me and asked me what I had
charged her, I quoted her $per ceiling rack without looking at her
estimate documents. After we ended the phone conversation, I immediately
looked for her documents and realized I had charged her $259, not $239, per
ceiling rack and $125, not $100, for installation per rackShe had purchased
ceiling racks. Keep in mind that I had given her these rates at the time
of the estimate. As I mentioned in the last response, we provide
discounts according to how many racks a customer purchases. During the
phone conversation, I missed quoted her for I did not have my paperwork in
front of me at the timeOur local prices are different to the website prices
We run website discounts and promotions periodically
4) We have sold hundreds of racks
through the yearsWe have had hundreds of satisfied customers who have even
recommended us to their relatives and/or neighborsThey have even called us
back to re-install more rack at their new homes (repeat customers). In
the years we have been in business, we have had an excellent customer
satisfaction record. If this customer feels that we are incompetent,
inconsistent and would not recommend us to anyone, I respect her decisionBut
our record speaks for itself! What she, conveniently, forgot to mention
was that a customer representative from a popular builder "*** ***" recommended us to her to install her ceiling racksWe've done a
lot of business with builders...our record speaks for itself!
In summary, on our website the
prices may be different then our local prices. In some occasions we may provide
discounts for shipping costs, which can be
expensive. I have tried my very best to satisfy this customer to no
success. I am sorry she feels the way
she does about us but I was always willing to make things rightIt so happens that
is not possible with this customer
Best regards,

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 belowThe final picture that Mr*** provided shows his completed project but if you notice there is nothing hanging from the rackI had a total of two racks installed each in a separate location
The clothing racks that were installed with inadequate hardware in the drywall collapsed on two separate occasionsThis is a huge safety issuePictures are provided of the collapsed racks
When the first clothing rack disengaged from the wall I called Mr*** to come back and fix the p***lemWhen he arrived to assess the issue he told me and *** that the nail came out because he had drilled a hole too big. He said that he would fix this by drilling a bigger hole and would use a butterfly clamp to secure the rackHe said this would be enough to solidify the rack in the wallHe looked at the other rack and said it was fineHe said it was very secure and that it would hold up because I only had light clothes handing from rackA week later the second rack disengaged from the wall and collapsedThe pictures I have are proof of the situationAt this point I had no confidence in Mr*** and I did not want him doing any more damage to my new home. For safety reasons I had to remove the racks at my own expense and repair the drywallI requested from Mr*** $refund which was his install fee for the glaro racksHe said his work was guaranteed and he agreed on the phone to mail me a refundI never got this checkIn that same phone conversation I also asked him to mail me an invoice of the charges so I would have them for my recordsI asked him what was his price for the by 8 tuffrax because he had a different price listed on his websiteHe told me on the phone that he charges $per rack and a $install feeThe total for the two Tuffrax was $He said he was being nice to me and he did not charge me any tax. I asked him why was I then charged $He said he would never charge this much and that he would have to go back to his records to check on the accounting. A phone transcript would attest to the accuracy of my statement
4. Mr*** is incompetent and his business is not accredited with the Revdex.comHis prices are inconsistentI would not recommend him to anyone.
Provided below is his email to me admitting that he miss quoted me proving that there is no consistency in his pricingHe will overcharge youIf someone else called him he would be quoting you a different priceIf you go to his website he is charging $for a by Tuffrax - last week it was $219. Mr*** said he would send me a refund check for $and to this date I have not received anything
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This email was sent to me 1-16-
***,
In our last phone conversation, I miss quoted you as per you cost for the TUFFRAX and installationThe regular TUFFRAX price is $per unit and your cost was $($savings per unit)The regular cost for installation is $per unit and I also gave you another $off for installing per each unit, that is a total savings of $100. Product: $x 2= $and installation: $x 2= $260, that brings the total to $
On October 22, the installation of the ceiling of both TUFFRAX and Glaro racks was completed. On that day I received from you a check number for a total of $884.44That check included the following:
TUFFRAX Product: $+ (tax) = $
TUFFRAX Installation: $
Glaro Rack Installation (additional charge): $
Drywall Wall Anchors: $
TOTAL: $
Cash: $(for initial Glaro rack installation)
In summary, I will be sending you, by email, a paid invoice for a total of $($for TUFFRAX Product and $for installation. I will be refunding and sending you a check for $for the (6) Glaro rack installation
Best Regards,
***]Regards,*** ***

First and
foremost, I did not “grossly” overcharge the customer as she has stated.  In early October 2014, the customer called me
to inquire about getting an estimate for our flagship product TUFFRAX, which is
a garage overhead storage rack that attaches to the ceiling. After the estimate
concluded, I suggested she purchased 2 of our large model which is a 4’ x 8’
unit and she agreed.  That size retails
between $239- $289, depending on how many units a customer purchases.  The more they purchase the better the
discount. Since the quote was for 2 units, I gave her a discounted price of $259
per unit. To install each unit there is an additional cost of $130 and she also
agreed. So we scheduled the TUFFRAX installation for October 22, 2014
Total cost:
Product:
$518 + 41.44 (tax) = $559.44
Installation:
$130 x 2= $260, that brings the total to $819.44.
On
the same day of the TUFFRAX estimate, the customer showed me some wall shelves called
Glaro that she had purchased over the Internet. 
She asked me if I could install them for her and I agreed. In the past,
I have sold and installed different types of wall shelves but never like the
glaro racks which were set in width and could not be adjusted. I told her that
I needed to get on Glaro’s website to learn more about the product and
installation procedures.  So I agreed install
a total of 6 Glaro shelves (3 on one wall and 3 on another wall) for $100 and
she agreed.
October
22, 2014 I installed 2 TUFFRAX overhead storage racks. I opened one of the wall
shelves boxes and soon noticed that the shelves did not line up with the wall
studs because of their set width. I immediately informed the customer of this
issue. I also told her that if she wanted me to proceed with the installation I
would need to purchase drywall wall anchors, and she agreed.  I then drove to [redacted] where I consulted
with a sales representative who recommended 75 pounds load bearing anchors. 
When, I got back to the customer’s garage and started opening all boxes I realized
that the job was going require more labor then I originally anticipated because
the Glaro shelves needed to be assembled and connected together as per the
customer’s request. Since there was more labor involved I asked the customer
for an additional $50.  She agreed to pay
me a total of $150 ($100 initial quote and $50 for additional assembly).  I
also had asked the customer to pay the wall shelves installation in cash and
she agreed. Prior to commencing the installation of the wall shelves, I
mentioned to her that my work was 100% guaranteed and that if there was ever
any p[redacted]lems with the installation that I would go back and fix it, free of
charge. She was very, very happy and satisfied with the (2) TUFFRAX and (6) Glaro
wall shelves installations (see attached picture of 3 shelves installed).
 
On
that day I received a payment check for product and services number 202 for a
total of $884.44 from the customer pus $100 in cash (for the wall shelves
installation)
That check included the following:
1)     TUFFRAX Product: $518 +
41.44 (tax) = $559.44
2)     TUFFRAX Installation:
$260
3)     Glaro Wall shelves installation:
$50 ( she did not have enough cash on hand, so I told her to include it in the
check)
4)     Initial drywall wall anchors:
$15
TOTAL:
$884.44
On
December 26, the customer called to inform me that one of the wall anchors I
had installed became loose. So I agreed, free of charge, to go back to access
the situation and repair it.  I then
realized that the wall anchors the first Home Depot sales rep recommended where
not adequate for the installation.  So I went
back to Home Depot and asked for a manager who recommended, and assured me it
would work, the “Toggle Bolts” type anchors. So I purchased a box of ¼ x 3”
toggle bolt.  I then went back to the
customer’s home and installed the new toggle bolt. Prior to installing the toggle
bolt I told the customer that I will have to make a ¾ inch hole to be able to
fit the toggle bolt in the drywall and she agreed. Her boyfriend even assisted
me by holding the shelf while I drilled and inserted the toggle bolt into the
hole.  After I secured the shelf with the
toggle bolt, I showed the customer that the new bolt was the correct bolt by hanging
off the shelf and demonstrating the strength of the new bolt.  I even told her that I was willing to replace
all other 24 wall anchors with the new toggle bolts at my cost and she said
that she would think about it and get back to me.
A
few days later she called and told me that she had the 3 racks on the right
wall taken down by a drywall contractor who also sealed and textured the holes.
She also mentioned that she had to remove the Glaro shelves because “they did
not line up with the wall studs”. 
 I
told her that she should have consulted with me first because I could have replace
and installed all anchors with the new toggle bolt type at no expense to her
and that I could have used those same holes to complete that task and her reply
was that she did not trust my work.  That was an insult to me because I
really went out of my way to help her in every way I could.  Keep in mind that all that time she was rude
and condescending in all of her emails and on the phone. I have proof it.
So,
because I am an honest and ethical person, I decided to offer her a full refund
of $150 for the installation of the Glaro wall shelves. Although it was her decision
and not mine not to allow me to replace the anchors with the new toggle bolts,
I was willing to refund her the full $150
But
now, it has come to this and I have decided to provide a refund based her
actions.In
summary, I did NOT grossly overcharge the customer. In fact on October 22,
before she wrote the check, I had gone over with her and her boyfriend, who was
present, the itemized cost of each item and service.  Ask yourself, why would she write a check for
$884.44 if she did not know what she was paying for? I have been in business
since 2003 and I NEVER had such a rude condescending and difficult customer to
deal with before. 
 
Best
Regards,
[redacted]

Review: TUFFRAX grossly overcharged on service to install TUFFRAX material then what is advertised on their website. When receipt was requested for services, none was provided (paid in check). Additionally, during the request for the receipt, the TUFFRAX CEO claimed that tax would have to be added to retrieve a receipt.

Second p[redacted]lem, the TUFFRAX CEO (the installer) installed other products (closet racks) at my request which subsequently collapsed off the wall creating holes in the drywall due to improper hardware. I paid for this installation in cash ($150.00) as requested by the TUFFRAX CEO. For this transaction, I was not provided a receipt. The TUFFRAX CEO who claimed to be an Engineer should have realized the improper hardware was not suitable for the closet racks. The CEO offered to return to repair the collapsed shelves by increasing the size of the holes using other hardware. I, as the customer, did not want the holes enlarged or bare the repair expenses.

I requested a refund for the overcharge of the TUFFRAX and the return of the funds paid for the installation of the shelves. I called the TUFFRAX CEO numerous times along with sending emails but received no response in either case.Desired Settlement: Refund check of $356.44.

Business

Response:

First and

foremost, I did not “grossly” overcharge the customer as she has stated. In early October 2014, the customer called me

to inquire about getting an estimate for our flagship product TUFFRAX, which is

a garage overhead storage rack that attaches to the ceiling. After the estimate

concluded, I suggested she purchased 2 of our large model which is a 4’ x 8’

unit and she agreed. That size retails

between $239- $289, depending on how many units a customer purchases. The more they purchase the better the

discount. Since the quote was for 2 units, I gave her a discounted price of $259

per unit. To install each unit there is an additional cost of $130 and she also

agreed. So we scheduled the TUFFRAX installation for October 22, 2014

Total cost:

Product:

$518 + 41.44 (tax) = $559.44

Installation:

$130 x 2= $260, that brings the total to $819.44.

On

the same day of the TUFFRAX estimate, the customer showed me some wall shelves called

Glaro that she had purchased over the Internet.

She asked me if I could install them for her and I agreed. In the past,

I have sold and installed different types of wall shelves but never like the

glaro racks which were set in width and could not be adjusted. I told her that

I needed to get on Glaro’s website to learn more about the product and

installation procedures. So I agreed install

a total of 6 Glaro shelves (3 on one wall and 3 on another wall) for $100 and

she agreed.

October

22, 2014 I installed 2 TUFFRAX overhead storage racks. I opened one of the wall

shelves boxes and soon noticed that the shelves did not line up with the wall

studs because of their set width. I immediately informed the customer of this

issue. I also told her that if she wanted me to proceed with the installation I

would need to purchase drywall wall anchors, and she agreed. I then drove to [redacted] where I consulted

with a sales representative who recommended 75 pounds load bearing anchors.

When, I got back to the customer’s garage and started opening all boxes I realized

that the job was going require more labor then I originally anticipated because

the Glaro shelves needed to be assembled and connected together as per the

customer’s request. Since there was more labor involved I asked the customer

for an additional $50. She agreed to pay

me a total of $150 ($100 initial quote and $50 for additional assembly). I

also had asked the customer to pay the wall shelves installation in cash and

she agreed. Prior to commencing the installation of the wall shelves, I

mentioned to her that my work was 100% guaranteed and that if there was ever

any p[redacted]lems with the installation that I would go back and fix it, free of

charge. She was very, very happy and satisfied with the (2) TUFFRAX and (6) Glaro

wall shelves installations (see attached picture of 3 shelves installed).

On

that day I received a payment check for product and services number 202 for a

total of $884.44 from the customer pus $100 in cash (for the wall shelves

installation)

That check included the following:

1) TUFFRAX Product: $518 +

41.44 (tax) = $559.44

2) TUFFRAX Installation:

$260

3) Glaro Wall shelves installation:

$50 ( she did not have enough cash on hand, so I told her to include it in the

check)

4) Initial drywall wall anchors:

$15

TOTAL:

$884.44

On

December 26, the customer called to inform me that one of the wall anchors I

had installed became loose. So I agreed, free of charge, to go back to access

the situation and repair it. I then

realized that the wall anchors the first Home Depot sales rep recommended where

not adequate for the installation. So I went

back to Home Depot and asked for a manager who recommended, and assured me it

would work, the “Toggle Bolts” type anchors. So I purchased a box of ¼ x 3”

toggle bolt. I then went back to the

customer’s home and installed the new toggle bolt. Prior to installing the toggle

bolt I told the customer that I will have to make a ¾ inch hole to be able to

fit the toggle bolt in the drywall and she agreed. Her boyfriend even assisted

me by holding the shelf while I drilled and inserted the toggle bolt into the

hole. After I secured the shelf with the

toggle bolt, I showed the customer that the new bolt was the correct bolt by hanging

off the shelf and demonstrating the strength of the new bolt. I even told her that I was willing to replace

all other 24 wall anchors with the new toggle bolts at my cost and she said

that she would think about it and get back to me.

A

few days later she called and told me that she had the 3 racks on the right

wall taken down by a drywall contractor who also sealed and textured the holes.

She also mentioned that she had to remove the Glaro shelves because “they did

not line up with the wall studs”.

I

told her that she should have consulted with me first because I could have replace

and installed all anchors with the new toggle bolt type at no expense to her

and that I could have used those same holes to complete that task and her reply

was that she did not trust my work. That was an insult to me because I

really went out of my way to help her in every way I could. Keep in mind that all that time she was rude

and condescending in all of her emails and on the phone. I have proof it.

So,

because I am an honest and ethical person, I decided to offer her a full refund

of $150 for the installation of the Glaro wall shelves. Although it was her decision

and not mine not to allow me to replace the anchors with the new toggle bolts,

I was willing to refund her the full $150

But

now, it has come to this and I have decided to provide a refund based her

actions.

In

summary, I did NOT grossly overcharge the customer. In fact on October 22,

before she wrote the check, I had gone over with her and her boyfriend, who was

present, the itemized cost of each item and service. Ask yourself, why would she write a check for

$884.44 if she did not know what she was paying for? I have been in business

since 2003 and I NEVER had such a rude condescending and difficult customer to

deal with before.

Best

Regards,

Consumer

Response:

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.1. The final picture that Mr. [redacted] provided shows his completed project but if you notice there is nothing hanging from the rack. I had a total of two racks installed each in a separate location.

2. The clothing racks that were installed with inadequate hardware in the drywall collapsed on two separate occasions. This is a huge safety issue. Pictures are provided of the collapsed racks.

3. When the first clothing rack disengaged from the wall I called Mr. [redacted] to come back and fix the p[redacted]lem. When he arrived to assess the issue he told me and [redacted] that the nail came out because he had drilled a hole too big. He said that he would fix this by drilling a bigger hole and would use a butterfly clamp to secure the rack. He said this would be enough to solidify the rack in the wall. He looked at the other rack and said it was fine. He said it was very secure and that it would hold up because I only had light clothes handing from rack. A week later the second rack disengaged from the wall and collapsed. The pictures I have are proof of the situation. At this point I had no confidence in Mr. [redacted] and I did not want him doing any more damage to my new home. For safety reasons I had to remove the racks at my own expense and repair the drywall. I requested from Mr. [redacted] $150 refund which was his install fee for the glaro racks. He said his work was guaranteed and he agreed on the phone to mail me a refund. I never got this check. In that same phone conversation I also asked him to mail me an invoice of the charges so I would have them for my records. I asked him what was his price for the 4 by 8 tuffrax because he had a different price listed on his website. He told me on the phone that he charges $239 per rack and a $100 install fee. The total for the two Tuffrax was $678. He said he was being nice to me and he did not charge me any tax. I asked him why was I then charged $884.44. He said he would never charge this much and that he would have to go back to his records to check on the accounting. A phone transcript would attest to the accuracy of my statement.

4. Mr. [redacted] is incompetent and his business is not accredited with the Revdex.com. His prices are inconsistent. I would not recommend him to anyone.

Provided below is his email to me admitting that he miss quoted me proving that there is no consistency in his pricing. He will overcharge you. If someone else called him he would be quoting you a different price. If you go to his website he is charging $249 for a 4 by 8 Tuffrax - last week it was $219. Mr. [redacted] said he would send me a refund check for $150 and to this date I have not received anything.

------------------------------------------------------------------

This email was sent to me 1-16-2014

[redacted],

In our last phone conversation, I miss quoted you as per you cost for the TUFFRAX and installation. The regular TUFFRAX price is $289 per unit and your cost was $259 ($30 savings per unit). The regular cost for installation is $150 per unit and I also gave you another $20 off for installing per each unit, that is a total savings of $100. Product: $259 x 2= $518 and installation: $130 x 2= $260, that brings the total to $778.

On October 22, the installation of the ceiling of both TUFFRAX and Glaro racks was completed. On that day I received from you a check number 202 for a total of $884.44That check included the following:

TUFFRAX Product: $518 + 41.44 (tax) = $559.44

TUFFRAX Installation: $260

Glaro Rack Installation (additional charge): $50

Drywall Wall Anchors: $15

TOTAL: $884.44

Cash: $100 (for initial Glaro rack installation)

In summary, I will be sending you, by email, a paid invoice for a total of $819.44 ($559.44 for TUFFRAX Product and $260 for installation. I will be refunding and sending you a check for $150 for the (6) Glaro rack installation.

Best Regards,

[redacted]]Regards,[redacted]