This is my second complaint against this company. My previous complaint is BBB Complaint Case# ******** (Ref#***********-********-*****). The company contacted me on 21 OCT asking if I had mailed the check yet, we did on 10 OCT. The company then stated that they had moved and not gotten forwarded mail. With their continuous refusal to admit they have made any mistake, or attempt to fix any mistake I gave them a poor review on their facebook page. They commented stating that I don't pay my bills. As far as I know this is illegal in debt collection, and also the fact that I DID pay the bill. They quickly deleted their comments but I took screen shots.
Again, the work to be completed, and an apology and them to take responsibility for their actions. They still do not acknowledge they did anything wrong, or that I had to fix their mistakes, (my gate and DirecTV Dish) myself.
In response to the complaint case initiated by *****************, to address his points:
We received the replacement payment check in question on 28 Oct, which ****** is aware of, as I let him know by email, and he had sent the check by certified mail. The original check sent was received two days later, post-marked on 14 Oct. The reason why it was delayed in the mail had nothing to do with our old address, and we don't know why the post office had issue with that letter, but we are currently holding the original (voided) check to dispose of once we receive instruction from **********. We are now awaiting the final check, and then our business will be concluded, and the roof warranty will be available.
On Facebook, we didn't delete our comments. It was likely flagged as spam and deleted by Facebook, since ********** has been repeating the same bad review all over the internet. We don't attempt to collect debts through Facebook.
To address the desired resolution:
The work has been complete since 5 Oct. The last detail that needed completed for the job was the glass pack needing replaced on one window, delayed because of a mix-up in the interpretation of the insurance paperwork. When we finally received the glass pack from the manufacturer, it was installed within two hours of being delivered to our office. Along every point of contact involving the delayed glass, and the tweaked gate hinge, our production manager was apologetic with ************** (the contracted customer). When we originally heard about the problem with the gate hinge via ******'s voice mail, once we figured out who he was (because he was not our contracted customer), when we called to fix the gate, he had already taken it upon himself to screw the hinge back in. We would have been happy to fix it. We didn't even hear about the satellite dish until well after the work was completed. I also spoke to ****** personally within the week of 20 Oct (when working out the details about the lost check), and apologized for any inconveniences and communication problems he experienced.
(The consumer indicated he/she DID NOT accept the response from the business.)
The lies and disrespect continue! Thanks for just calling me by just my last name, that is very professional! I have not contacted you in regards to the original check yet, because contacting your company is a constant head ache. If it was flagged as spam and deleted by Facebook that is because you deleted it off your page. Leaving a poor review for a company you received terrible service from is not spam. I am not sure how you consider asking for payment on there as not trying to collect a payment through Facebook.
The work was not complete on 5 OCT, if it was completed, it was completed sometime after 8 OCT, the day that we closed on our house. The day that your company continued to stonewall with any resolution or paperwork to help me fully close. When I spoke with Front Range in the week leading up to my closing they continuously stated it would be complete by the 8th. On 3 October, when they replaced the glazing, I even told them I would fix the window myself by the 8th or get another company if they could not complete it, and they assured me it would be done on the 6th at the latest.
My wife contacted you 7 days prior to me calling about the damage to the gate, and nobody responded to her, and it took 3 days to respond to my voicemail. It was not simply the hinge was "tweaked", it was ripped out of the post, but once again nobody came out to even look at the damage, so yes I did buy a new hinge and wood and replace it. You obviously were not happy to fix it, as it took over 10 days for you to respond about the damage. You were also aware of damage to the Satellite Dish, but as you are not DirecTV you would be unable to fix it so I am not sure how you claim you would. You spoke with me on the week of the 20th of October because you were attempting to bully my wife, again. I am listed on the contract as ******, I spoke with the rep that came out that day via telephone and also it was my house and my insurance. Your company was preying on the wife of a Service member who was out of the area due to military obligations. You did not apologize, you continue to blame other people and make it seem like its not your fault. As usual, you show your true colors with lies and distortions of fact. I can't wait to send the last check to you, once my insurance figures how to issue it to me, because the mortgage company listed as a co-claiment no longer holds a mortgage on the property. Nobody in your company apologized to ******** about anything, they simply stalled and gave excuses as to why the work was not done. She has been with me for every terrible review I wrote for you, and is more then willing to make them herself and also complain if that makes you feel any better.
Final Business Response
Respectfully, I stand by my previous response. We have been highly apologetic with Mr. **********, and Mrs.****** when we dealt with her directly about any problems. I did misspeak on the date the glass pack was installed. It was actually installed on the 8th of October (not the 5th), the day before ********** made the first complaint, again, literally within 2 hours of being delivered to us.
It is unfortunate we've had these problems with **********. Our actual customer,******, has been a pleasure to work with, and we were in communication with her throughout the project. I still do not understand what possible resolution ********** is trying to achieve. The work is complete, we have apologized for the inconvenience with the gate and insurance paperwork problems of the glass pack for the window. All we await is the final check for services rendered, and our dealings with ********** and****** will be complete.
As of today, 11-10-14, we have had 380 customers in the year of 2014, plus or minus a few, and 99% of them are very happy with our quality, products, and service. As with any business, there will always be issues from time to time, unforeseen complications, etc., and we try to handle them as best we can with the customer's happiness in mind. Customer service comes first. We have similarly tried to fix the problems with the late delivery of the glass pack (it's a special-ordered thermal unit that needs to be manufactured; not something you can just pick up from a home improvement store) and the tweaked gate hinge as best we can, although we've obviously had some communication problems with ******. I must point out that his last response is a good example of that, which shows that we've attempted communicating with him about the voided check, and he has refused communication, because he "didn't want to deal with the headache". Despite our efforts to smooth things over with this customer, it appears that ********** has made up his mind to be unreasonable and inconsolable. It is unclear as to what resolution he desires, since the work is complete, and the 'late check' situation is resolved.
Like with all of our customers, we'd love nothing more than for ********** and****** to find satisfaction in the work we performed, our assistance in their insurance claim, our service, and our handling of the problems that presented themselves. If all he wants is an apology, as loosely stated in his desired resolution, they've gotten plenty along the way, and I'll say again, ******, that I'm sorry we've had these communication issues, and that the glass pack took the time it did to be created and delivered. I'd hope that our speedy responsiveness in installing it when we finally received it will help you understand and move on. Once final payment is in, we'll be able to write the warranty that you can present to the new home-owners, and if you ever need anything else with the property, we'll be happy to help however we can.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Respectfully, you still address me and my wife by simply our last name, which is rude and disrespectful. My wife, ********, stopped speaking with your company due to your rude and abusive "customer service" and lies. In my last response, that I don't want to deal with you on the cancelled check, is because I do not wish to speak with you without a 3rd party, such as the BBB monitoring your words, because as was pointed out you lied, or "misspoke" about the facts. As far as the glass pack, you are standing by that it took from 16 September until 8 October to get it in? That the glass did not arrive until 23 days after you stated the work would be done in your contract? You did not even measure for the glass until the week before you installed it, despite ******** repeatedly calling and to find out when the final date for completion would be, so we could close on our house without issues. Inconsolable is a laugh. What has your company done to attempt to fix this? The day of my closing when your employee "***" said he would be in at 7 to give us an invoice so we could attempt to close, and my wife contacted him at 730, he said he was just in the office at 7, not that he would be working on the documents we needed at 7. You still have made no attempt at an apology. You speak out of both sides of your mouth, with a half apology and then half insulting me and my family. You have done nothing to try to fix anything or make it right, you had until my closing to make any attempt to fix anything and have not, you continue to disrespect my family and not acknowledge that you made a mistake. You can blame whoever you want for the mistake, but the fact is your company did not deliver what it promised it would. You still refuse to acknowledge that my name is on your contract, and make quips about how we are "inconsolable." I am unsure of how you handled anything "The best you could", when in fact nothing was done. If you could point out any attempt your company made to do anything about supposedly completing the work over 23 days late, or the damage you caused my property I would love to see it. You can not fix my wife crying as we sat in the office waiting to close without the final documents or the work being complete as your company said it would be numerous times, or the abuse that your company has put us through. I highly doubt that the other 380 supposed customers are happy with you, if they are that goes to show that you singled us out, viewing a female whose husband was away for the Army as a target of opportunity for your company to do poor work, damage property, not complete work at all or late and try to do so with out repercussions. You continue to try to paint yourself in a light where you did nothing wrong. Fact: Your company ripped my gate off the hinges and dropped something on my satellite dish and ignored her call for 7 days and mine for 3, before even contacting me about the damage you did. Fact your company got paint all over our house from the deck. Fact your company took over 23 days after your contract said to supposedly finish the work on the house. Fact you were attempting to bully me on a bad review and slander me for a check you had. Fact, you continue to lie about the dates you did things as was proven in your response. You have not addressed any of these issues, only try to deflect blame from your poorly managed and rude company. There is no apology from your company, only more insults directed at us. Again, if it makes you feel better my wife ********, which is her name as opposed to "Brown" as you feel is appropriate to call her, will file her own complaints and reviews of your terrible service and lies as well. You still have made no valid attempt to fix anything. ******** and I will also be reporting your tactics and business practices of deceit and disrespect to Soldiers and their families to Fort Carson and Peterson AFB, so they can attempt to warn other military members of what your company will do to them. Have a blessed and safe Veteran's days.