United Rehabilitation Services, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.*** *** In my original complaint I was specific only about the patio. I mentioned there were other issues. Since John Welch does not want to rectify the problem, I want to make full disclosure as to the other issues.1) RGE was never called for a stake out. Since at one time there was a near gas explosion due to gas lines in the patio area, I was very uncomfortable with this omission.2) I was told I could have a certain border for the patio only to find out that to get the right pavers, too many pallets would have to be ordered. This should have been known ahead of time.3) The front sidewalk was to be the herringbone pattern which I was set on having. When I came out I found the installers had decided against it without even asking me. I intervened and they resumed with the herringbone pattern.4) I was told that the concrete step that was attached to the foundation would be sawed off. Instead, the workers were trying to break it off with a Bobcat. The house rocked. Again, I intervened and they turned to sawing it off.5) Since the old front sidewalk was removed, landscaping was needed I was told that the new seed would be covered. It was not. Consequently the birds ate the seed and the grass that spring was very sparse. I never complained about this. One of the Company's landscapers noticed it, and OFFERED to it. They did and the lawn came up beautifully.6) Railings were to be installed on the front stoop. They were supposed to be functional (able to be leaned on for support) and aluminum. They were cheap steel and were installed very loosely. I asked to have them replaced with better railings saying that I would pay the difference between the two, but didn't think I should be charged labor. After months of waiting to hear from John I gave up and got them through another landscaper. 7) Forty-five degree angle pavers were put on the front stoop making it impossible to properly install new railings. 8) When I noticed ants making hills in the patio I called to have it fixed. Common sense told me this shouldn't be happening to a new patio. Three landscapers confirmed this. As far as John being "happy" to come look at it, his landscaper DID look at it, took pictures of it and reported it back to John who refused to rectify it. I was told by the other landscapers that the polymeric sand was not installed properly.I don't understand how a company can claim no wrongdoing when their designer was fired because of the job done at my house AND another client's of John WelchRegarding the reputation of this company, the lack of responsiveness and the work speaks for itself

Our company has certified installers on all of our crews in pavers, segmental retaining walls and polymeric sands for both [redacted] and [redacted]. I myself happen to be a class instructor for Interlocking Concrete Pavement Institute for both level 1 and level 2 Paver Installation Courses. We...

install all of our products to the manufactures specifications and will stand behind any craftsmanship issue for ever. This is a sand failure and we do not warranty against vandalism, acts of God or critters. We would happily look at the problem but it is not our fault. We have learned over the years that we can not satisfy 100% of all people and anyone with a computer can hurt anyone's reputation.

In order to respond to the complainants concerns efficiently, we will use the same numbering response for each line item.Your contention that a stake out was not called in is categorically FALSE. A stake out was called in on September 4, 2013 to the 811 Dig Safely NY system. We received our response from Buckeye Pipeline, Monroe County Pure Waters, Time Warner Cable Co., City of Rochester Water Department, Frontier Telephone of Rochester, Monroe County Traffic Signals, Rochester Gas and Electric - Gas, and Rochester Gas and Electric - Electric, on September 10, 2013. Since RGE was the company cited, I can confidently say based on meticulous record keeping, their response was, and I quote, "Clear. No facilities within 15 feet of work area" for BOTH gas and electric. I am sorry you were misinformed. The ticket number for your records is [redacted]You are 100% correct, as we were not armed with the information needed.Problem was solved, and again, this was a communication failure on our end. We demo concrete as efficiently as possible without causing damage. Large machines create uneasy vibrations.It was nice that we noticed and offered to make things "right" without being asked! Kudos to the crew.This is why the sales rep is no longer with us. We agreed with you regarding the railings, and you received the credit you asked for. Again, problem solved.The 45 degree angles are masterful and allow for symmetry.Poly sand was installed 100% properly. I would put our installers up against any in the business for the process. We have been trained and supervised by the creators of these products, and have been assured that we are installing it based on their specifications. Ants, weeds, moss and water all find a way when they are determined to do so.Thank you.