ULTRA DIAMONDS

Good morning, This letter is regarding complaint ID [redacted] We are aware that the customer has place the order in Oct3, We are now approaching months in FebruaryUnfortunately, due to weather such as rain in the months of October and November we have gotten behind and we were trying to catch upWe understand that its not the customers fault and we are willing to give the customer he's 10% due to the fact that we can't give him an exact date of installation or an estimate of when installation will occur due to us being two weeks behind on scheduled customer and the weatherWe are probably looking at March, late march installation once the snow starts to melt or when spring gets near we will be going to installUntil that happen or we get near that date we can not guarantee anythingWe are very sorry for all the inconvenience Regards, H.B.O Carports Inc.,

From: HBO Carports Inc[mailto:[email protected]] Sent: Tuesday, December 08, 2:PM To: Johana Diaz Subject: ID [redacted] Good afternoon, This letter is regarding complaint ID [redacted] We understand that the customer is upset but we have arranged a trip in the customers area to be installed on December 14-,and the customer has been contacted to notifyWe are installing the carport before December ,like the customer requestedWe do apologize for all the inconvenience we hope that by doing this the customer is happy with the product when it is delivered and install Thank You, H.B.OCarports Inc.,

From: HBO Carports Inc [redacted] Sent: Wednesday, November 18, 9:AM To: Johana Diaz Subject: ID: [redacted] Good morning, This letter is regarding complaint ID [redacted] I do see that the customer did order in September 15, and yes what they said about our time frame of installation is some what right its actually 4-weeks which is on our contract its not a guaranteed time its just a lead timeWe do apologize for the inconvenience we did have have some issues with a couple of our installers in August that put us behind which makes a domino affectWe know its not the customers fault and we try to send customers out as soon as we canThe customer was scheduled for November 9-13, It got reschedule for Novmeber 16-,due to the installer falling behind on the trip before this customerWe call our installers every morning to note where they are and if they are on schedule or not especially now due to weatherAs soon as we know where the installer is at, we make the best afford to tell our customers and let them know whats going onIf we can find someone else to take the trip we also call our customers to make them awareI have notes here that the customer was to be charge for extra labor which he was aware of and we were aware also and we waived that due to all the troubleThis customer is already due for installation and we hope that he is satisfied with his productWe do apologized for not installing before the deadline but weather has a big part in thisWe hope that the customer reconsiders and is pleased with the product Thank You

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: I am rejecting this response because:This complaint is in reference to a problem that has been ongoing since ordering an 18xcarport structure from this company in May of Subsequently, I filed with the Revdex.com of Northwest North Carolina on 11/22/because I had not received a reimbursement for overpaymentUltimately, a message from the business was submitted and frankly, there were so many issues with their response, I simply did not know where to begin to refute their statementNot only was their account inaccurate - beginning with the said conversation that I was not quite ready on May 25, I assured them that I would be ready by May It was at that time I was informed that it could be 6-weeksBecause I was patiently waiting, I may not have called until July to let them know I was ready but I had been awaiting them to schedule the installation all alongThe structure was finally built in October, this despite the 6-weeks I was told and the 2-weeks that is advertised on their Website for customers in OhioNow in regard to the overpayment and remimbursementI was told the check had been issued on OctI called Novto inform them that I had not received the checkI was then made aware through their response to Revdex.com that they had to wait days from the date of issuance before a new one could be sentAccording to that statement, a check would/should have been set out on Decbut as of this date, I still have not received itBesides the fact that I have waited on this small reimbursement for an extraordinary amount of time, I find it ironic that their apology in their message was to Revdex.com and not me and in the fact that throughout this entire process, they have NEVER returned ANY of my phone callsIt is almost laughable that they assured Revdex.com that they would "remain" in close contact with me, the customer, until the matter is resolvedNot surprisingly, I have not heard from them since the second week of November and that was my last call TO themI am sick of being patronized and lied to by the employees of this companyIf I ever do get the check, I will be surprisedBut if I do, I will certainly let the Revdex.com know Regards, James [redacted]

I am rejecting this response because:HBO states it will complete the contract only when they have another delivery in the area, which may be months awayWe want the carport delivered and put up by December 25, or a complete and full refund of the $immediately so we can have one installed by someone else. Thank you,
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I haven't heard such lies in a long timeI did not call everyday and I only called to check on the delivery date on the weeks I was told it would be deliveredI was told several times that it was going to be delivered and it was notI was also told that they would call the day before delivery to make sure someone would be thereThat too was a lieThey just showed up and then called meI was at work and when I got to my phone I had missed calls wandering where I wasI had no idea they were coming and told them that I was not called*** from HBO told me that I was a liar yet I have my phone records to prove itThey then went to the next site to install another carportAfter contacting them I was then told they would come back later and install my carport for an additional $feeI refused to pay the additional moneyThey did come later that evening and installed my carportI ask the installer why I was not calledHe apologized and admitted that I was not called.As far as the four to six weeks waiting period, that is also not trueThey called me to schedule delivery of my carport in the first week of March only a few days after I ordered itI had told them It was too muddy for them to get in with there truckThat's when the nightmare started*** *** of Berwick PAAlso contacted them on my behalf several times trying to get the carport delivered and also told me they had other complaintsI actually cancelled my order due to the frustration and ** Aluminum contacted them and ask me to hang in there for one more attemptI am also thinking of pushing the issues farther due to the outright liesI have everything documented and have never had any problems like this before
Regards,
*** ***

From: HBO Carports Inc*** Sent: Tuesday, November 10, 10:AM To: Johana Diaz Subject: REGARDING *** *** Dear Johana, We have received this complaint regarding *** *** on October 30, Our recent records do show
that Mr*** has contacted our offices regarding his tracks for his garage doorsMr*** did purchase an 8xGarage Door along with two 10xGarage Doors and two 30xWindowsHBO Carports delivered those garage doors a long with the windows April 7th through April 10thMr*** requested for a drop off instead of our contractor's installing them onto the unitI did not receive a call from Mr*** until three months later letting me know he did not receive the tracks for the doorsWe asked Mr*** when he called as to why he waited so long before calling to let us know about the missing tracksHe replied that he hadn't had a chance to install the doors yet and that he had just unwrapped all the material and noticed they were missingEach part is individual and Mr*** should have noticed right away he didn't have tracksWe have discussed this issue with supervisors and unfortunately we cannot provide the tracks without paymentWe would like nothing more than a satisfied customer but Mr*** waited too long before he called in to the companyIf Mr*** would like to purchase new tracks that can be done but he will have to buy themWe are deeply sorry for any inconvenience this has or will cause Mr***, however at this time we have no further options Regards, HBO CARPORTS INC-Heather

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We did receive MrJim *** order on May 23. We attempted to reach him to confirm order. He did return our call and confirm accuracy of both the unit and balance on May 25. At which time he indicated he was not quite ready, it would be at least week but would call us
and let us know once he was ready. He called on July to inform us that he now was ready. At this time, we started the scheduling process which can take up to 6-weeks. On September he called to check the status of his order. We informed him he was on schedule for the following week “Week of Oct 2017". He was called the day before the installation and installation when without any hick-ups. He later called stating he wrote the check for the retail of $1,and not the balance of $ 1,526.83. All of our paperwork showed the correct balance of $ 1526.83. Since the customer had already given our crew the check and the cost of cancelling it would be an additional grievance to our customer we did agree we would cash the check and issue him a refund for the remainder of $ once it cleared. This process however can take about 3-weeks for the check to clear and a new check to be processed by our account payable department. We informed the customer on Oct that the check # has been issued and would be mailed that same day. Mr*** called on Nov and informed us he had not yet received the check. We verified with the bank that said check had yet to be cashed and we have not received said check back in the mail. In order for a new check to be issued we must wait days from the date of issuance. Once the days are up and no check has been cashed we would issue a new check with a tracking number and that information will be provided to customer. We do apologize for any inconvenience this may have caused. We have done our best to work with the bank and Mr*** in order to issue his refund and will remain in close contract with customer until this matter is resolved. I attached a copy of both initial order and invoice at time of installation with customers signature showing retail price and balance at time of installation

Good morning,                 This letter is regarding complaint ID [redacted]. We are aware that the customer has place the order in Oct. 3, 2016. We are now approaching 4 months in February. Unfortunately, due to weather such as rain in the months of...

October and November we have gotten behind and we were trying to catch up. We understand that its not the customers fault and we are willing to give the customer he's 10% due to the fact that we can't give him an exact date of installation or an estimate of when installation will occur due to us being two weeks behind on scheduled customer and the weather. We are probably looking at March, late march installation once the snow starts to melt or when spring gets near we will be going to install. Until that happen or we get near that date we can not guarantee anything. We are very sorry for all the inconvenience.                                                                                                                                                                       Regards,                                                                                                                                           H.B.O Carports Inc.,

From: HBO Carports Inc. [redacted] Sent: Wednesday, November 18, 2015 9:06 AM To: Johana Diaz <[email protected]> Subject: ID: [redacted] Good morning,      This letter is regarding complaint ID [redacted]. I do see that the customer did order in September...

15, 2015 and yes what they said about our time frame of installation is some what right its actually 4-6 weeks which is on our contract its not a guaranteed time its just a lead time. We do apologize for the inconvenience we did have have some issues with a couple of our installers in August that put us behind which makes a domino affect. We know its not the customers fault and we try to send customers out as soon as we can. The customer was scheduled for November 9-13, 2015. It got reschedule for Novmeber 16-20 ,2015 due to the installer falling behind on the trip before this customer. We call our installers every morning to note where they are and if they are on schedule or not especially now due to weather. As soon as we know where the installer is at, we make the best afford to tell our customers and let them know whats going on. If we can find someone else to take the trip we also call our customers to make them aware. I have notes here that the customer was to be charge for extra labor which he was aware of and we were aware also and we waived that due to all the trouble. This customer is already due for installation and we hope that he is satisfied with his product. We do apologized for not installing before the deadline but weather has a big part in this. We hope that the customer reconsiders and is pleased with the product.  Thank You

Good Morning,     This letter is regarding Complaint # [redacted]. The product has been installed since the week of April 11-15, 2016. We have made an agreement with the customer of their desired settlement of knocking off $200.00 from the price and the customer has agreed to. Customer...

will send a check with the remaining balance. The customer is satisfied with the product and settlement.                                                                                                                                     Thank You,                                                                                                                                     H.B.O. Carports Inc.,

Good morning,        This letter is regarding complaint ID [redacted]. The customer put his order in July 1, 2015. We do apologize for the delay on delivery and installation. Like the customer said we did have some some delay in product due to holidays. The customer was put on...

schedule for November 11-12, 2015 unfortunately the customer was reschedule do to the installer having a accident near the customers area and his trip would be delayed due to the accident. We then received a call from our installer that only one of his crew members would go to the hospital and that they would continue the trip but it would be delayed because his truck and trailer got messed up in the accident. Our installers made an afford to complete the job and the customer was installed. We apologize for all the inconvenience and all the trouble. We hope the customer understands and we hope that the customer is satisfied with the product.                                                                                                                                                    Thank You

From: HBO Carports Inc. [mailto:[redacted]] Sent: Monday, June 29, 2015 1:57 PMTo: [redacted]Subject: H.B.O CarportsDear Ms.[redacted]This email is in regards to Mr. [redacted] reference # [redacted]. Mr. [redacted] has already been delivered and installed, here at H.B.O we have a time frame of...

4-6 weeks that is just a lead time not a guarantee time. We try to deliver all of our customers has soon as possible. He ordered 3/30/2015, from that day froward Mr. [redacted] called and called  to ask for a set date. We at the time could not provide him with the information he was requesting. But Mr. [redacted] insisted in calling everyday till he heard what he wanted. We had enough to go to the area and he was delivered and installed. He is now happly with his unit.                                                                                     Thank-You [redacted],HBO Carports

We received Mr. [redacted] order dated 10/28/16 on 11/1/16.  WE confirmed order and started scheduling.  Lead times are 6-8 weeks.  Called on 12/5 to schedule unit for the week of 12/12/2016 and would get a call 1 day in advance to notify of the date of install.  On Dec 15 we...

notified that due to the weather we would not be able to be there that week.  He stated that he was in no hurry and would rather wait unit spring of 2017.  On 3/23 we called customer to see if he was ready yet.  He said he would be ready after April 1.  On 4/3 we confirmed schedule for the week of 4/10.  unit was installed on Friday April 14.  We received a call from the customer on 4/17 with the previous complaints and was instructed to send in pictures for review.  Received email on 4/18.  Called customer on 4/19 upon review and contacted customer and reviewed possibilities.  Offered a discount for the damaged panel and touch up paint in three colors or replacing 1 panel and us apply touch up paint along.  Customer opted for crew to be on site so we issued a service as follows Upon Review: 1 panel has significant scratches SERVICE AS FOLLOWS 1 - 31' Long panel - replace - (on right side 2nd one down) *  apply touch up paint to the others.  Apply touch up paint to Garage Door * Inspect Roof for missing Screws * Pick up screws and clean area   on 5/2 we called to schedule for week of 5/8.  Customer was notified on 5/8 we would be on site on 5/9.  Service was completed on 5/9.  Customer stated that the he did not have enough touch up paint and would like more panels replaced.  Reviewed original complaint and service order.  Spoke with customer and agreed to mail more touch up paint on 5/10/17 to customer but no more panels where to be replaced.    We have this as a closed case.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 12518302
I am rejecting this response because:This complaint is in reference to a problem that has been ongoing since ordering an 18x31 carport structure from this company in May of 2017. Subsequently, I filed with the Revdex.com of Northwest North Carolina on 11/22/2017 because I had not received a reimbursement for overpayment. Ultimately, a message from the business was submitted and frankly, there were so many issues with their response, I simply did not know where to begin to refute their statement. Not only was their account inaccurate - beginning with the said conversation that I was not quite ready on May 25, I assured them that I would be ready by May 29. It was at that time I was informed that it could be 6-8 weeks. Because I was patiently waiting, I may not have called until July 21 to let them know I was ready but I had been awaiting them to schedule the installation all along. The structure was finally built in October, this despite the 6-8 weeks I was told and the 2-4 weeks that is advertised on their Website for customers in Ohio. Now in regard to the overpayment and remimbursement. I was told the check had been issued on Oct. 24. I called Nov. 15 to inform them that I had not received the check. I was then made aware through their response to Revdex.com that they had to wait 60 days from the date of issuance before a new one could be sent. According to that statement, a check would/should have been set out on Dec. 24 but as of this date, I still have not received it. Besides the fact that I have waited on this small reimbursement for an extraordinary amount of time, I find it ironic that their apology in their message was to Revdex.com and not me and in the fact that throughout this entire process, they have NEVER returned ANY of my phone calls. It is almost laughable that they assured Revdex.com that they would "remain" in close contact with me, the customer, until the matter is resolved. Not surprisingly, I have not heard from them since the second week of November and that was my last call TO them. I am sick of being patronized and lied to by the employees of this company. If I ever do get the check, I will be surprised. But if I do, I will certainly let the Revdex.com know.
Regards,
James [redacted]

From: HBO Carports Inc. [mailto:[email protected]]  Sent: Tuesday, December 08, 2015 2:42 PM To: Johana Diaz <[email protected]> Subject: ID [redacted] Good afternoon,          This letter is regarding complaint ID [redacted]. We understand that the customer is upset but we have arranged a trip in the customers area to be installed on December 14-18 ,2015 and the customer has been contacted to notify. We are installing the carport before December 25 ,2015 like the customer requested. We do apologize for all the inconvenience we hope that by doing this the customer is happy with the product when it is delivered and install.                                                                                                                                         Thank You,                                                                                                                                          H.B.O. Carports Inc.,

From: HBO Carports Inc. [mailto:[email protected]] Sent: Friday, December 04, 2015 10:56 AM To: Johana Diaz <[email protected]> Subject: ID [redacted] Good morning,              This letter is regarding complaint ID [redacted]. The customer did purchase...

the unit on September 25, 2015 with Hometown Sheds our dealer and paid in full with them too. I have record here that that we tried to schedule on             October 8-10 ,2015. Then we tried for November 12-13, 2015. The customer was right the unit was never built and when payable accounts received the paper work from the installer the lady at payable account filed the customers paper work as done since it was paid for already. One of the girls here always gives a call to all of our customers just to make sure that everything is alright with there product. That's when the customer had stated that the carport was never built. One of the girls here did explain to the customer what had happened the installer also did not go to his residence because he had forgotten to load a bow which is part of the structure for he roof of the building. This was all a misunderstanding and misplacement of the customers paper work. We do hope that the customer understands and we will put him back on schedule as soon as we have a load in the area. We are truly sorry for all the inconvenience and I do see here that the customer requested for his money back which we will give if that's what he wants. Thank You H.B.O. Carports Inc.,

I wanted to inform Revdex.com that HBO Carports finally sent a crew of 3 to fix the rest of the job and correct the problems. They completed it today. Doors seem to be working well since new crew came out. The office staff were never very good with customer service or communication but this last working...

crew that came out to finish were very good and nice. Still would not use the company again nor recommend them. We paid for building in full today minus the extra fees incurred for rental of forklift that reps at HBO agreed to take off bill several weeks ago.   Thank you [redacted]