Your Remodeling Guys

YRG deeply regrets the manner in which the plumbing leak was addressed **and *** *** were unfortunately placed in a position thinking that YRG abandoned any efforts to adequately repair the damage from the leak *** *** and YRG management have engaged in recent discussions
and have mutually agreed that there was an understandable breakdown in how the communication was being channeled between the parties - and in no way construed as any ill-intent of the Company YRG and *** *** are currently involved in finalizing the accounting for a reimbursement regarding additional costs incurred on behalf of the customer to remedy damage in an adjoining room I trust this satisfactorily resolves the complaint and brings the matter to a close. YRG Management.

From: *** Date: Wed, Oct 19, at 10:AMSubject: Claim #***To: [email protected] is regarding my claim #*** against Your Remodeling Guys of York, PAThey have agreed to compensate us for my husband's time and effort to fix the damage to our home, but they require me to contact the Revdex.com to let you know that the issue has been resolved before they will release the check? I cannot find where on the Revdex.com website I do thisCan you help, or can you accept this email as my acceptance of their offer? As I said, they are holding our check until they hear from the Revdex.com that I've released them from the complaint.Thank you,*** ***

It is with deep regret that our customer, Mr[redacted], has endured this unfortunate situation? Mr[redacted] and YRG spoke last week whereby YRG has agreed to replace Mr[redacted]'s kitchen floor with a like-product? He is currently selecting a floor style/color and will notify YRG with his choice? YRG will pay for all materials and handle the installation? I trust Mr[redacted] will reply with an affirmation that this matter has been adequately addressed and closed out

[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:
In response to your (correct) assertion that we signed/ initialed multiple contracts:
In the world of business, it is not only about legalities
but also ethics and morals (say what you mean, and do what you say)A salesman
is the face of the company, the messenger that conveys the company’s true mission.? He is the representative of the company, the
one whose task is to give honest, reliable information.? The Salesman is supposed to enlighten the
customer about the business services, and what it can and cannot offerOur
sales man was untrustworthy and deceptiveHe said the company could install
the microwave and ‘slap up some drywall’ for us.? This salesman has been working with Home
Depot for at least a few years which means he knows what can and cannot be done
which means he intentionally (with purpose) mislead or deceived potential
buyers.? Again, we will acknowledge that
we signed a contract that stated otherwise, but that is not what we are
discussing here.? The line in the
contract said something like “this contract supersedes any and all verbal
representations or promises”What kind of company needs a contract to protect
themselves from their sales people? What kind of company allows their sales
people to continue to make or misleading promises to make a sale? It
blows my mind that a company could allow their employees to knowingly,
intentionally, and purposely lie to their customers, repeatedly.? A company that allows this is dishonest
Further, when we were asked to sign the contract, the salesman just showed us
where to sign, without vague, partial explanations? ? ? We understand that our signatures still are
legally binding, but it is just another instance of untrustworthiness
Secondly, when the technician (who was supposed to ‘set the
right expectations’) came the next day he confirmed that they would put up the drywall,
install the microwave and that we would not have to move the dishwasherIf the
purpose of this visit was truly to ‘set right expectations’ he should have clearly
and repeatedly told us (verbally) that *** *** would NOT put the microwave
in or put drywall up instead of just pointing out things to sign in another
contract
Our complaint, in short, is that we were repeatedly promised
things that were not actually possible by multiple peopleWe signed the contract, yes, but what does all
of this say about the morality of your employees, and your companyClearly
*** *** is not the kind of business that says what they mean or does what
they sayResponse to your assertion that our credit card's failure caused the late start of our installation: First of all, regarding our credit card ‘failing’ our credit
card did not work because the salesman wrote down the wrong numberIt did not
work the second time because our salesperson implied that they could call and
take care of raising our credit limit, when it turned out we had to do so,
personallyWe understand these are just processing errors and honest mistakes,
but the rebuttal made this seem like it was our fault and that we were incompetent
when this was not the case, therefore the late order was *** ***’s fault,
and not our fault
Response to your response about the seam in the molding:?
We are dissatisfied because we feel like we were betrayed because
the product being offered to us was a custom kitchen, measured to fit into our
kitchen’s unique specificationsTo us, a custom kitchen means that it would
fit our specifications, and would be fit to our particular kitchenThere
should be not seam, because it should be custom.? We should have been told that only part of
the kitchen would be custom and the rest would be generic factory cuts pieced
together.? If the factory contracted by
the company cannot provide a custom sized trim/molding, the company needs to
make the customer aware of this before the sale, not after the contract is
signed and there is no option to withdraw.?
By quality standards, this would not pass
We were only given one option to fix the seam, a ‘miter’ cut
that will supposedly make the seam less visible.? We were told that no matter what, the seam
would be visible because of the nature of the material itselfWe
would be interested in hearing the other options available to us
Therefore, we still insist that our kitchen including the
trim be custom made, otherwise this should be compensated by a reduction in
price
Response to your response about cabinet specifications for opening for microwave:
Our microwave is a standard size microwaveWe did not need
a custom sized openingWe do not know where something went wrong, but our
installers said the opening was tight, a sentiment echoed by your very own
kitchen installers
Summary/Conclusion:
Yes, we signed a contract and we understand we have little
legal footing for many of our issuesBut, the issue remains that your company
is dishonest, your employees are dishonest (except the actual installers, that
came to our house, Mike and his helper, they were wonderfully kind and
helpful!!), your practices are dishonest and the fact that you need to have
contracts to protect yourselves from all of your dishonesty is proof of your
dishonesty.? We went to your company trusting
in good faith the claims made by multiple employees, who blatantly and
purposefully took advantage of that trust and were dishonest.?
We hope that you can see that despite our signing of the
contract, your company is dishonest, and no kind of contract can change that
fact
Finally, we may lose this issue? because we did sign a contract, but hopefully
some of this dishonesty will come to light, and maybe you will rethink some of
your practices and keep from hurting others, especially those more vulnerable
In the words of my grandparents, and all of the past companies built on actual
honesty and integrity instead of legal nonsense, shame on you! I am sure that
back in the day, when *** *** was first founded, the founder’s goals were to
provide people with an honest service and with customer satisfaction, and now
look where the *** *** Installation Department is: deceptive and dishonest
We are still hoping to find some sort of way to fix our trim
(make it actually custom) or reimburse some of the cost of the custom kitchen,
and we are hoping to find compensation for the microwave (because we had to pay
others to install it, and had to pay them extra because they spent so much time
putting it in because the cabinets measurements were too tight.)Thank you.? *** *** *** ***
Regards,
*** *** ***

We deeply regret the less than pleasant experience the Customer had with the designer that visited his home last summer.? We pride ourselves in executing exceptional service at every stage of interaction with all customers, which means we value the relationship with every customer before they
even become a customer? And although this particular incident is being brought to our attention for the first time nearly a year after it occurred, we take it as seriously as if it happened yesterday.? Our policy is in fact to provide written quotes to customers and to review every last detail of the quote ??" consistent with the generally accepted practices of any contractor.? ? Nonetheless, we extend our sincerest apologies to this prospected Customer based on his perception of the designer being rude and not leaving the requested information.? Unfortunately, when such situations occur, rare as they may be, there’s always the risk of one’s imagination assuming the worse.? We would like to assure this Customer that in no way was his personal and private information ever divulged to other entities or sources.? ? In fact, the only “automated” action ever taken after a design visit is a survey email that garnishes feedback about the visit for quality control purposes.? Hence, we would like to allay the Customer’s concerns of any correlation, of any kind, to be drawn between our visit and the influx of unrelated spam email that he may have received on or around the time of our visit last yearOn a final note, we maintain strict call logs through our VOIP phone systemOur phone records indicate that the Customer has not been contacted since his visit last year until this past month, where each call attempt resulted in a “no answer”.? To our knowledge, the Company’s management had no indication whatsoever of any problem to dateUpon having received the Revdex.com notification, the Company took immediate action to registered this Customer on our internal “Do-Not-Call” list? ? If our understanding of the course of events is correct, it would appear that the unfortunate experience that initially occurred with the designer was essentially resurrected in the Customer’s thoughts when we made the attempt to reach out to him nearly a year later? Again, we truly and sincerely regret any imposed burden on the Customer’s household and hope that this explanation satisfactorily resolves and concludes the matterRegards,

Those Remodeling Guys LLC
Customer: We hired [redacted]
who contracts with Your Remodeling Guys to reface our cabinetsTheir sales
person was deceptive and promised many thingsHe told us that they could
install a microwave, so we should have it before they cameWe bought the
microwave so it would be ready for the start date we were told, but they did
not actually install it claiming they were not responsible for doing soAt
first, the installer was planning to install it for us since we were promised
but was advised by Your Remodeling Guys not tooSo, we had to hire our own
contractor to install the microwave which was an expense we did not foresee as
the salesman told us it would be included in the priceThe salesman also told
us they could put up some drywall for us, but Your Remodellng Guys does not do
that
Response:
The Specification Agreement (enclosed #1) reflects the customer's
signature just below Box 28, which states the contractor is not responsible for
drywall or appliance installation.
Additionally, the customer executed a "Customer Appliance Moving
Agreement" (attached #2) at the time of sale clearly acknowledging the
responsibilities of the respective parties as it pertains to appliances
For purposes of thoroughness, our protocol with every executed [redacted] contract is to have a Measure Technician meet with the customer shortly
after the sale date. The primary purpose
of this visit is to review the scope of work and to set the right
expectations.
Evidence of this "after-the-sale" visit and the resulting outcome is
reflected in the executed "Expectation Form" between the Measure Technician and
the Customer (attached #3). For further
redundancy, the customer initialed three separate boxes in this form, which
again addresses the handling of their microwave
Altogether, the customer signed or initialed five (5) different areas
pertaining to their microwave in the presence of two different YRG employees,
at different times, prior to placing the order.
Customer: The salesman told us
the kitchen should be completed by the end of August (they did not start until
September which was inconvenient as I started back to work that very
week)
Response:
The customer's credit card payment failed on the 7/14/and again
on 7/15. Our Administrator called the customer
to verify the credit card number On 7/20,
the credit card information was re-entered and it failed yet again. We then notified the customer to contact [redacted] to complete their credit line approval, as we are not authorized to do so
on their behalf. After the customer
called back we re-entered the payment successfully. Consequently, the order was not placed with
the Factory until 7/31/
Upon receipt of materials, the job was scheduled for installation on
9/14/(approximately weeks from
time of order)
Our call logs and CRM entries may be furnished if necessary to
substantiate this chronology
This information is relevant in that the face of the Contract (attached #4) clearly states that [redacted] nor the Installation Professional are
responsible for delays resulting from events beyond their control. It also references credit and financing as some
of those events
Customer: Everything was to be
measured and customWe were told that everything was custom made to fit our
kitchenOur biggest complaint is that the trim is NOT actually custom and is
too short requiring a seam to be madeThe nature of the material makes seams
look horrible
Response:
We are aware of the customer's dissatisfaction regarding a seam in a
particular strip of molding. We are
committed to resolving this issue, however we do require the reasonable
participation of the customer in providing us the opportunity to address the
matter and to consider various options
Customer: Another issue was that
the installation of the microwave was very difficult because the measurements
by [redacted] were not correct
Response:
Our cabinets were built to spec with an opening of 30", which is
enough clearance for any standard sized microwaveThe customer did not request
a custom size opening on the "Expectation Form" under the Appliances section,
where any changes should have been noted (referenced attachment #3)
Customer: The biggest problem
with their company and the relationship between [redacted] and Your Remodeling
Guys is their communication, and their improper and untrustworthy sales
practicesThey say whatever they want to make the sale but the installers
cannot or will not follow through
Response:
YRG is very sensitive to any such verbal claims or representations
made by its sales designers. It is for
that very purpose that we have the aforementioned "Expectation Form" reviewed
and executed, not by a sales person but rather a field engineer
Again, this separate visit to the customer's home after the sale date
provides an opportunity for the parties to resolve any discrepancies, confusion
or miscommunication prior to placing the order with the factory.
Specifically, the last box initialed by the customer states, "the scope of the contract supersedes any
verbal representations or promises that the sales designer may have made. Our intention at time of measuring is to
resolve any such inconsistencies and note here." (attached #3)
By nearly any standards in the industry, we feel this is a somewhat
tight and thorough process offering reasonable assurances that all parties are
on the same page.
We regret being in a position to reference the signed documents designed to
ensure a positive experience as now being the very evidence to debunk the
customer's assertions.
Nonetheless, we most certainly want to be sensitive to our customer's
perceptions and stand ready to repair any discord.
Regards,
Mark C[redacted]

It is with deep regret that our customer, Mr. [redacted], has endured this unfortunate situation.  Mr. [redacted] and YRG spoke last week whereby YRG has agreed to replace Mr. [redacted]'s kitchen floor with a like-product.   He is currently selecting a floor style/color and will notify YRG with his choice.  YRG will pay for all materials and handle the installation.  I trust Mr. [redacted] will reply with an affirmation that this matter has been adequately addressed and closed out.

they did our bathroom converting the tub to a new shower only. the installers did an excellent job; however the salesman we had was a " [redacted]" liar in regards to the thickness of the shower wall & handles for the shower. these items are not used by them. BE VERY CAREFUL IF A CERTAIN SALESMAN COMES TO YOUR HOUSE!!!!

[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 is satisfactory to me. 
Regards,
[redacted]

[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: [redacted]
I am rejecting this response because:In response to your (correct) assertion that we signed/ initialed multiple contracts:
In the world of business, it is not only about legalities
but also ethics and morals (say what you mean, and do what you say). A salesman
is the face of the company, the messenger that conveys the company’s true mission.  He is the representative of the company, the
one whose task is to give honest, reliable information.  The Salesman is supposed to enlighten the
customer about the business services, and what it can and cannot offer. Our
sales man was untrustworthy and deceptive. He said the company could install
the microwave and ‘slap up some drywall’ for us.  This salesman has been working with Home
Depot for at least a few years which means he knows what can and cannot be done
which means he intentionally (with purpose) mislead or deceived potential
buyers.  Again, we will acknowledge that
we signed a contract that stated otherwise, but that is not what we are
discussing here.  The line in the
contract said something like “this contract supersedes any and all verbal
representations or promises”. What kind of company needs a contract to protect
themselves from their sales people? What kind of company allows their sales
people to continue to make false or misleading promises to make a sale? It
blows my mind that a company could allow their employees to knowingly,
intentionally, and purposely lie to their customers, repeatedly.  A company that allows this is dishonest.
Further, when we were asked to sign the contract, the salesman just showed us
where to sign, without vague, partial explanations.     We understand that our signatures still are
legally binding, but it is just another instance of untrustworthiness.
Secondly, when the technician (who was supposed to ‘set the
right expectations’) came the next day he confirmed that they would put up the drywall,
install the microwave and that we would not have to move the dishwasher. If the
purpose of this visit was truly to ‘set right expectations’ he should have clearly
and repeatedly told us (verbally) that [redacted] would NOT put the microwave
in or put drywall up instead of just pointing out things to sign in another
contract.
Our complaint, in short, is that we were repeatedly promised
things that were not actually possible by multiple people. We signed the contract, yes, but what does all
of this say about the morality of your employees, and your company. Clearly
[redacted] is not the kind of business that says what they mean or does what
they say.
Response to your assertion that our credit card's failure caused the late start of our installation: First of all, regarding our credit card ‘failing’ our credit
card did not work because the salesman wrote down the wrong number. It did not
work the second time because our salesperson implied that they could call and
take care of raising our credit limit, when it turned out we had to do so,
personally. We understand these are just processing errors and honest mistakes,
but the rebuttal made this seem like it was our fault and that we were incompetent
when this was not the case, therefore the late order was [redacted]’s fault,
and not our fault.
Response to your response about the seam in the molding: 
We are dissatisfied because we feel like we were betrayed because
the product being offered to us was a custom kitchen, measured to fit into our
kitchen’s unique specifications. To us, a custom kitchen means that it would
fit our specifications, and would be fit to our particular kitchen. There
should be not seam, because it should be custom.  We should have been told that only part of
the kitchen would be custom and the rest would be generic factory cuts pieced
together.  If the factory contracted by
the company cannot provide a custom sized trim/molding, the company needs to
make the customer aware of this before the sale, not after the contract is
signed and there is no option to withdraw. 
By quality standards, this would not pass.
We were only given one option to fix the seam, a ‘miter’ cut
that will supposedly make the seam less visible.  We were told that no matter what, the seam
would be visible because of the nature of the material itself. We
would be interested in hearing the other options available to us.
Therefore, we still insist that our kitchen including the
trim be custom made, otherwise this should be compensated by a reduction in
price.
Response to your response about cabinet specifications for opening for microwave:
Our microwave is a standard size microwave. We did not need
a custom sized opening. We do not know where something went wrong, but our
installers said the opening was tight, a sentiment echoed by your very own
kitchen installers.
Summary/Conclusion:
Yes, we signed a contract and we understand we have little
legal footing for many of our issues. But, the issue remains that your company
is dishonest, your employees are dishonest (except the actual installers, that
came to our house, Mike and his helper, they were wonderfully kind and
helpful!!), your practices are dishonest and the fact that you need to have
contracts to protect yourselves from all of your dishonesty is proof of your
dishonesty.  We went to your company trusting
in good faith the claims made by multiple employees, who blatantly and
purposefully took advantage of that trust and were dishonest. 
We hope that you can see that despite our signing of the
contract, your company is dishonest, and no kind of contract can change that
fact.
Finally, we may lose this issue  because we did sign a contract, but hopefully
some of this dishonesty will come to light, and maybe you will rethink some of
your practices and keep from hurting others, especially those more vulnerable.
In the words of my grandparents, and all of the past companies built on actual
honesty and integrity instead of legal nonsense, shame on you! I am sure that
back in the day, when [redacted] was first founded, the founder’s goals were to
provide people with an honest service and with customer satisfaction, and now
look where the [redacted] Installation Department is: deceptive and dishonest.
We are still hoping to find some sort of way to fix our trim
(make it actually custom) or reimburse some of the cost of the custom kitchen,
and we are hoping to find compensation for the microwave (because we had to pay
others to install it, and had to pay them extra because they spent so much time
putting it in because the cabinets measurements were too tight.)
Thank you. 
[redacted]
Regards,
[redacted]

From: [redacted] <[redacted].net>Date: Wed, Oct 19, 2016 at 10:34 AMSubject: Claim #[redacted]To: [email protected] is regarding my claim #[redacted] against Your Remodeling Guys of York, PA. They have agreed to compensate us for my husband's time and effort to fix the damage to our home, but they require me to contact the Revdex.com to let you know that the issue has been resolved before they will release the check.  I cannot find where on the Revdex.com website I do this. Can you help, or can you accept this email as my acceptance of their offer? As I said, they are holding our check until they hear from the Revdex.com that I've released them from the complaint.Thank you,[redacted]

[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: [redacted]
I am rejecting this response because:



In response to your (correct) assertion that we signed/ initialed multiple contracts:
In the world of business, it is not only about legalities
but also ethics and morals (say what you mean, and do what you say). A salesman
is the face of the company, the messenger that conveys the company’s true mission.  He is the representative of the company, the
one whose task is to give honest, reliable information.  The Salesman is supposed to enlighten the
customer about the business services, and what it can and cannot offer. Our
sales man was untrustworthy and deceptive. He said the company could install
the microwave and ‘slap up some drywall’ for us.  This salesman has been working with Home
Depot for at least a few years which means he knows what can and cannot be done
which means he intentionally (with purpose) mislead or deceived potential
buyers.  Again, we will acknowledge that
we signed a contract that stated otherwise, but that is not what we are
discussing here.  The line in the
contract said something like “this contract supersedes any and all verbal
representations or promises”. What kind of company needs a contract to protect
themselves from their sales people? What kind of company allows their sales
people to continue to make false or misleading promises to make a sale? It
blows my mind that a company could allow their employees to knowingly,
intentionally, and purposely lie to their customers, repeatedly.  A company that allows this is dishonest.
Further, when we were asked to sign the contract, the salesman just showed us
where to sign, without vague, partial explanations.     We understand that our signatures still are
legally binding, but it is just another instance of untrustworthiness.
Secondly, when the technician (who was supposed to ‘set the
right expectations’) came the next day he confirmed that they would put up the drywall,
install the microwave and that we would not have to move the dishwasher. If the
purpose of this visit was truly to ‘set right expectations’ he should have clearly
and repeatedly told us (verbally) that [redacted] would NOT put the microwave
in or put drywall up instead of just pointing out things to sign in another
contract.
Our complaint, in short, is that we were repeatedly promised
things that were not actually possible by multiple people. We signed the contract, yes, but what does all
of this say about the morality of your employees, and your company. Clearly
[redacted] is not the kind of business that says what they mean or does what
they say. Response to your assertion that our credit card's failure caused the late start of our installation: First of all, regarding our credit card ‘failing’ our credit
card did not work because the salesman wrote down the wrong number. It did not
work the second time because our salesperson implied that they could call and
take care of raising our credit limit, when it turned out we had to do so,
personally. We understand these are just processing errors and honest mistakes,
but the rebuttal made this seem like it was our fault and that we were incompetent
when this was not the case, therefore the late order was [redacted]’s fault,
and not our fault.
Response to your response about the seam in the molding: 
We are dissatisfied because we feel like we were betrayed because
the product being offered to us was a custom kitchen, measured to fit into our
kitchen’s unique specifications. To us, a custom kitchen means that it would
fit our specifications, and would be fit to our particular kitchen. There
should be not seam, because it should be custom.  We should have been told that only part of
the kitchen would be custom and the rest would be generic factory cuts pieced
together.  If the factory contracted by
the company cannot provide a custom sized trim/molding, the company needs to
make the customer aware of this before the sale, not after the contract is
signed and there is no option to withdraw. 
By quality standards, this would not pass.
We were only given one option to fix the seam, a ‘miter’ cut
that will supposedly make the seam less visible.  We were told that no matter what, the seam
would be visible because of the nature of the material itself. We
would be interested in hearing the other options available to us.
Therefore, we still insist that our kitchen including the
trim be custom made, otherwise this should be compensated by a reduction in
price.
Response to your response about cabinet specifications for opening for microwave:
Our microwave is a standard size microwave. We did not need
a custom sized opening. We do not know where something went wrong, but our
installers said the opening was tight, a sentiment echoed by your very own
kitchen installers.
Summary/Conclusion:
Yes, we signed a contract and we understand we have little
legal footing for many of our issues. But, the issue remains that your company
is dishonest, your employees are dishonest (except the actual installers, that
came to our house, Mike and his helper, they were wonderfully kind and
helpful!!), your practices are dishonest and the fact that you need to have
contracts to protect yourselves from all of your dishonesty is proof of your
dishonesty.  We went to your company trusting
in good faith the claims made by multiple employees, who blatantly and
purposefully took advantage of that trust and were dishonest. 
We hope that you can see that despite our signing of the
contract, your company is dishonest, and no kind of contract can change that
fact.
Finally, we may lose this issue  because we did sign a contract, but hopefully
some of this dishonesty will come to light, and maybe you will rethink some of
your practices and keep from hurting others, especially those more vulnerable.
In the words of my grandparents, and all of the past companies built on actual
honesty and integrity instead of legal nonsense, shame on you! I am sure that
back in the day, when [redacted] was first founded, the founder’s goals were to
provide people with an honest service and with customer satisfaction, and now
look where the [redacted] Installation Department is: deceptive and dishonest.
We are still hoping to find some sort of way to fix our trim
(make it actually custom) or reimburse some of the cost of the custom kitchen,
and we are hoping to find compensation for the microwave (because we had to pay
others to install it, and had to pay them extra because they spent so much time
putting it in because the cabinets measurements were too tight.)Thank you. [redacted]
Regards,
[redacted]

We deeply regret the less than pleasant experience the Customer had with the designer that visited his home last summer.  We pride ourselves in executing exceptional service at every stage of interaction with all customers, which means we value the relationship with every customer before they...

even become a customer.  And although this particular incident is being brought to our attention for the first time nearly a year after it occurred, we take it as seriously as if it happened yesterday.  Our policy is in fact to provide written quotes to customers and to review every last detail of the quote – consistent with the generally accepted practices of any contractor.   Nonetheless, we extend our sincerest apologies to this prospected Customer based on his perception of the designer being rude and not leaving the requested information.  Unfortunately, when such situations occur, rare as they may be, there’s always the risk of one’s imagination assuming the worse.  We would like to assure this Customer that in no way was his personal and private information ever divulged to other entities or sources.   In fact, the only “automated” action ever taken after a design visit is a survey email that garnishes feedback about the visit for quality control purposes.  Hence, we would like to allay the Customer’s concerns of any correlation, of any kind, to be drawn between our visit and the influx of unrelated spam email that he may have received on or around the time of our visit last year. On a final note, we maintain strict call logs through our VOIP phone system. Our phone records indicate that the Customer has not been contacted since his visit last year until this past month, where each call attempt resulted in a “no answer”.  To our knowledge, the Company’s management had no indication whatsoever of any problem to date. Upon having received the Revdex.com notification, the Company took immediate action to registered this Customer on our internal “Do-Not-Call” list.    If our understanding of the course of events is correct, it would appear that the unfortunate experience that initially occurred with the designer was essentially resurrected in the Customer’s thoughts when we made the attempt to reach out to him nearly a year later.   Again, we truly and sincerely regret any imposed burden on the Customer’s household and hope that this explanation satisfactorily resolves and concludes the matter. Regards,

[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 am in agreement and very pleased with the decision of Your Remodeling Guys to completely repair and replace my kitchen floor. I am currently choosing a flooring product and will inform the company rep of this choice. It is my understanding that the job will be initiated and completed this month or possibly Jan, 2017. Final judgement and closure of this issue is pending the project completion.                
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Review: Back in 2010 we had Those Remodeling Guys come out and reface our kitchen cabinets, and six months after they refaced them, things started to come off and it started to fall apart. We called them up explaining the issue and they said they would send someone out to fix it. Someone would come out, look at it, fix the problem, but shortly after that it would start to fall apart again. They kept sending people out to fix it, and the guy kept putting so much glue on it to try and hold it. And a couple days after, it started to fall apart again. A whole side panel fell off of the cabinets, there are pieces chipping off, and pieces of the cabinet door were falling off. We kept calling them asking for them to send someone out to fix it, they said they would send someone out, they showed up to see what was wrong, but nobody came out to fix it even though they called us saying someone would come out and fix it. This cost thousands of dollars to reface, I want it done right. We are very disappointed and unhappy with the job that was done. And the one guy said they would send one of his men out to redo the whole entire thing, but no one showed up. And they kept saying it's a bad batch of glue.Desired Settlement: We would like a refund for at least some of the $6,000.00 we spent.

Business

Response:

Dear [redacted],

We are in receipt of complaint ID # [redacted] submitted on

1/20/2014.

This was a job sold on June 28, 2010. Our guarantee is set up as a 5 year product

warranty and 1 year of free service (no labor charge).

According to our records, we had been out to service

delaminating kitchen refacing for this customer on June 11, 2013. This service was completed as per the signed

service ticket (see signed service ticket). Moreover,

in the spirit of good customer service, there was no service fee

charged.

In mid August of 2013

we returned to the [redacted]’s to make some glue repairs to their Kitchen

refacing. At that time we ordered one

new cabinet replacement door. We

installed that door on 9/4/2013 and closed the service. Again, no labor fee was applied.

Our phone system is a VOIP that tracks and records all in

bound calls. We have no record of the

customer calling and requesting additional service beyond the completed service

on 9/4/2013. Hence, we are unclear as to

the reason a complaint would be submitted.

We have opened a new service ticket for the customer after

receiving complaint #[redacted]. We have

been in touch with the customer on January 24, 2014 and have scheduled service consultation for Wednesday, February 4, 2014 between 9 am – 12 noon. We will be sending two senior kitchen

refacing specialist to assess the service and repair. However, it should be understood that any

required labor to render the service will be at the prevailing rate consistent

with the guarantee.

Best Regards,

Review: We've been contacted by this organization, and their sales team, both in person at our home and over the phone multiple times AFTER informing them that we are not interested in their services. We've asked them to take us off their calling list, and they keep calling.Desired Settlement: I'd love it if they would stop calling me.

Business

Response:

Please extend our sincere apologies to [redacted] and provide her with the assurance that she has been placed on our Internal Do-Not-Call list.

Review: Those Remodeling Guys came to our house on 11/3/2012 to install installation in our attic. At that time, we were told that there would be a $2,000 rebate from [redacted]. On 3/19/13 I called the company. I was told that [redacted] was in a meeting. I gave my cell number to [redacted] and never received a return call. I called again on 4/1/13. Again, I was told that [redacted] was in a meeting At that time, [redacted] told me that she had to re-submit our rebate paperwork to [redacted]. I gave my cell number and did not hear back from [redacted]. I called a third time on 4/1/13 and spoke to [redacted]. This time, [redacted] was eating lunch at 1:20pm- and I was told that he would return my call after he finished eating. The fourth time I called, (6/18/13), I spoke to [redacted] again. I complained to her that we have not received our rebate and [redacted] has never returned any of my calls. She sent my husband an emailed on 5/28/13 promising weekly updates. I replied to her email on 6/18/13- asking her where our updates were- and about our rebate.

It has been over 7 months!!!Desired Settlement: [redacted] refund $2,000.00

Business

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Mon, Jul 15, 2013 at 9:23 PM

Subject: RE: RE: [redacted] - [redacted]

To: [redacted]

Dear **. [redacted],

We heard back from [redacted] today and learned that the original scenario with regards to the cubic volume of [redacted]. [redacted]’s home was incorrectly reported into their computer program. The program representative has corrected the cubic volume of the home, recalculated the building air standard and now agrees that **. [redacted]’s home is above the minimum and does not require mechanical ventilation. He also stated that the rebate process will resume tomorrow as standards have been met.

I will report back to you no later than Wednesday with an update and an expected release date by [redacted] of the rebate check to [redacted]. [redacted].

Regards,

[redacted] | [redacted] | office ###-###-#### | main ###-###-#### | fax ###-###-####

Those Remodeling Guys LLC | 3679 Concord Road | York, PA 17402 | www.ThoseRemodelingGuys.com

Please be advised that no quotes, agreements or understandings involving Those Remodeling Guys LLC will be binding unless and until codified in a written document signed by an officer of the company. The information transmitted by this email is intended only for the use of the addressee(s) and may contain confidential and/or privileged information. Any interception, review, retransmission, dissemination, or other use of, or taking any action upon this information by persons or entities other than the intended recipient(s) is prohibited by law an may subject them to criminal or civil liability. If you have received this communication in error, please contact us immediately and delete the message from any computer or other storage system.

From: [redacted]

Sent: Friday, July 12, 2013 6:57 PM

To: [redacted]/span>.

Subject: RE: [redacted] - [redacted]

Review: I had work done to improve our home energy savings ... it was completed on 10/17/2012. I had submitted our prior 12 months bills from BGE for our all electric home and have their confirmation letter. I submitted an on-line contact form on Saturday Nov. 16th around 2 pm. requesting verification of their "Energy Savings Pledge of 36%".

I did not get a reply until Monday Nov. 18th (the next business day after Sunday the 17th.) stating my 12 months energy bills 'must be received by the 17th" .

I FAXed them the 17 pages of bills and copy of their Energy Savings Pledge (36% savings guarantee) @ 12:54pm (the FAX duration was 14 minutes). I followed with an email reply to [redacted] (who had replied to my initial on-line contact form submitted the 16th). I have had no response. Next I tried to contact [redacted] (owner) through their website... again no response. Since I had no response on the 16th or 17th... not until the 18th (when I FAXed the required bills, just received my Nov. 14th bill thru mail to copy).

I have submitted the required 12 energy bills as near to the 17th as possible, but they appear to be ignoring me.Desired Settlement: I expect their honest evaluation of the energy savings of 36% or whatever compensation is due if it fails the 36% pledge. We paid $13,855 for the supplies and installation.

I included this in my email.

I was impressed with the workmanship and professionalism of the installation and testing that was done.

Please restore my feelings that Your Remodeling Guys are The Good Guys, and evaluate the information in that FAX

Business

Response:

[redacted],

I spoke to the customer today, November 26th, 2013 regarding the above referenced complaint. The customer was provided two separate email replies from us within 24 hours of his email to us. See attached correspondences. The customer admitted that he recently discovered that his email (G-mail account) appears to not be working properly and did not take notice, or receive, the attached record of correspondence.

The customer was satisfied to have been contacted by me personally to assure him that we were in the process of analyzing his energy bills and that we will be in touch with him upon completion of this analysis, which may take some weeks due to our product manufacturer's participation in the analysis.

I trust that this resolution has satisfactorily address the issue and the complaint is closed out.

Regards,

Consumer

Response:

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

Yes, for unknown reasons "some" of my gmail incoming messages have not been coming through... leading me to think this business was not responding to my concerns.

After talking with them and giving an alternate email, I did receive the missing correspondences!

I was very pleased with their work and trust they will follow through with an honest evaluation.

However, it was my contacting you and you contacting them that prompted them to call me and close the loop... so Thank you!!!

Regards,

Extremely unproffesional. They hire convicted criminals, people on house arrest and outmate with drug and theft charges to come in to your home to perform work. Beware of this company.