We are sorry to find that [redacted] is upset with Gaile's PropaneOur efforts to foster good customer relations and positive interactions with our customers have been at the heart of our success over the past sixty-eight yearsUnfortunately, it seems that a positive business relationship with [redacted] is not possible.Generally, any refunds for account credits are sent to a customer after they have closed their account [redacted] has not closed his account with Gaile's PropaneAs per his specific request, we have not removed the tank or any leased equipment from his residence [redacted] has misrepresented the facts in his complaint, specifically in mentioning the amounts he has paid on his accountHe has only made one payment himself, in the amount of $on 1/29/The remaining payments have been made by SCCAP (South Central Community Action Program) or [redacted] We have been in contact with the SCCAP in regard to this situation, and they have informed us that the funds paid on MrHoftThann's account are now disputedIn years past, the SCCAP has required that any account credits from an energy assistance payment alter an account has been closed must be refunded to the SCCAPAs far as [redacted] contributions to [redacted] account the last payment in the amount of $was made on 4/3/Because [redacted] payment was in the exact amount that [redacted] is requesting, we can only assume that this is the money he would like to receive rather than the $that was paid by the SCCAP on 11/17/Regardless of how MrHofl'mwm has arrived at the specific amount he wants to get from Gaile's Propane, we are obligated to adhere to the guidelines laid out by the SCCAPAt this time, we cannot comply with [redacted] request for a refund
Initial Business Response / [redacted] (1000, 5, 2014/05/17) */ Contact Name and Title: [redacted] , President Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @airoom.com Mr [redacted] 's original project, which was beyond the scope of a patio, was $53,549, with approximately $27,in additional work that Mr [redacted] added during the processOf that amount, $15,was for home entertainment and electronics upgrades unrelated to the patioI'm not sure where Mr [redacted] 's number of $15,for the patio is fromNonetheless, the blue stone work that was done on the patio is not in questionThe issue that Mr [redacted] has been and continues to have difficulty with is the brickwork around the patio that was painted by others, not Airoom It's true that as a good faith gesture, over the past few years Airoom, at its expense, replaced bricks that were damaged due to hydrostatic pressure as a result of ice and snowHowever, we previously pointed out that the paint used on the bricks is likely not allowing the bricks to excrete water and that's contributing to excessive freezing and crackingLast year, as a courtesy, we offered a final one-time repair to replace any bricks Mr [redacted] thought needed repairWe even used a type of brick that Mr [redacted] 's requestedHowever, he was told that it would be the last time we would make such a repair and that we would not continue to service the masonry workAiroom does not have a maintenance contract with Mr [redacted] and after the extremely harsh winter we experienced, it is not difficult to understand that exterior repairs would likely be required Mr [redacted] will state that his existing house is painted brick and he has not experienced the same issues with other bricksThat however is not correctWe have pictures (attached) of Mr [redacted] 's house taken prior to remodeling that clearly show areas of painted brick which experienced similar cracking and peeling as a result of hydrostatic pressure entering the bricksOf course you would not see the same effect on vertical walls because they are covered by a roof, so water and ice cannot infiltrate the surface Airoom's 10/year warranty (copy attached) covers installation and not materials, especially natural materials like brickIt also does not cover issues as a result of painting work done by othersMr [redacted] will need to make repairs to the bricks around his patio and may need to have the paint that's currently on the bricks removed and redoneBut that work is beyond our scope and warranty We have always responded to Mr [redacted] 's service requests and have taken care of any items that are covered by our warrantyWe will continue to honor our agreement with Mr [redacted] for any legitimate service items that the project may requireBut we cannot maintain the bricks around his patio unless Mr [redacted] chooses to enter a maintenance type agreement Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Airoom is responsible for the materials they placed on the patio per the attached construction and installation warrantyTherefore, per the agreement, I request they complete the repairsIf this was not covered under the warranty why did Airoom agree to the repairs for the past years? Clearly, the warranty holds them accountable Airoom was aware from the beginning of the project that the bricks would be painted and they placed an inferior product which is crumbling per the attached pictures My house was built in and I have lived there for yearsI have had to repaint the bricks, however, I have not had to replace bricks that crumbledThere have been many severe winters in the past years I got a consultation from a hardscape firm last year which confirmed that the bricks were not appropriate and there is possible structural issuesThey recommended "CUSHWA" bricks as they are more appropriate for this patio and the environmental conditionsAiroom replaced the risers with "CUSHWA" bricks and they did not crumble after this harsh winter My request is to have Airoom honor the warranty and complete the repairs Final Consumer Response / [redacted] (3000, 8, 2014/05/28) */ see attached photos Final Business Response / [redacted] (4000, 23, 2014/07/29) */ Unfortunately, we did not see Mr [redacted] 's replyI apologize for the confusion However, after seeing Mr [redacted] 's reply today, it seems that we have a disagreement regarding what is covered by our warrantyWe rescind our previous offer and will agree to arbitrate the dispute through the Revdex.com's arbitration process Please let us know how to proceed with arbitration
Initial Business Response /* (1000, 5, 2014/06/10) */
Contact Name and Title: [redacted] Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@revivebath.com
I apologize for the frustration of our client. Most assuredly this project and all of its documentation is with Revive...
Designer Bathrooms, LLC, an Airoom Family Company. There has been no attempt to hide or misrepresent that information. However, because of our relationship to Airoom, I can understand the confusion.
The project was originally estimated to conclude on June 3rd, however we do currently have a small list of items we are working to complete. The list includes drywall patching and final clean up, installing accessories and under vanity shelving (will need the homeowner provided mirror), and shower door install. We are expecting to have this work completed by the end of this week and that will bring the project to a close. We certainly do not plan to nor have ever abandoned a project. We plan to complete the project and provide both a quality bathroom as well as a beautiful bathroom. We have not collected all payments to date, only those required per the staged payouts of the contract. Final payment will be collected once the project is completed. We apologize if our communications have not been direct enough as to our plan for wrapping up.
We are sorry to find that [redacted] is upset with Gaile's Propane. Our efforts to foster good customer relations and positive interactions with our customers have been at the heart of our success over the past sixty-eight years. Unfortunately, it seems that a positive business relationship...
with [redacted] is not possible.Generally, any refunds for account credits are sent to a customer after they have closed their account. [redacted] has not closed his account with Gaile's Propane. As per his specific request, we have not removed the tank or any leased equipment from his residence.
[redacted] has misrepresented the facts in his complaint, specifically in mentioning the amounts he has paid on his account. He has only made one payment himself, in the amount of $13.77 on 1/29/14. The remaining payments have been made by SCCAP (South Central Community Action Program) or [redacted]. We have been in contact with the SCCAP in regard to this situation, and they have informed us that the funds paid on Mr. HoftThann's account are now disputed. In years past, the SCCAP has required that any account credits from an energy assistance payment alter an account has been closed must be refunded to the SCCAP.
As far as [redacted] contributions to [redacted] account the last payment in the amount of $386.16 was made on 4/3/15. Because [redacted] payment was in the exact amount that [redacted] is requesting, we can only assume that this is the money he would like to receive rather than the $650.00 that was paid by the SCCAP on 11/17/15. Regardless of how Mr. Hofl'mwm has arrived at the specific amount he wants to get from Gaile's Propane, we are obligated to adhere to the guidelines laid out by the SCCAP.
At this time, we cannot comply with [redacted] request for a refund.
We could not be any happier with the service that Airoom provided. From the very beginning our designer Sarah was focused on listening to our needs, respecting our budget and delivering innovative ideas that resulted in bathrooms that far exceeded our expectations. Robyn helped us through the process of picking out all of our materials from faucets to tiles, we wouldn't change a single thing! And lastly, Les, our head contractor made life so much easier in a construction zone, always keeping us abreast of who was coming, what was happening when, and constantly checking in to make sure things were going smoothly-what a huge help! Airoom helped transform our home into the beautiful retreat that we'd always dreamed of, thank you!
Initial Business Response /* (1000, 5, 2014/05/17) */
Contact Name and Title: [redacted], President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@airoom.com
Mr. [redacted]'s original project, which was beyond the scope of a patio, was $53,549, with approximately $27,000 in additional...
work that Mr. [redacted] added during the process. Of that amount, $15,701 was for home entertainment and electronics upgrades unrelated to the patio. I'm not sure where Mr. [redacted]'s number of $15,000 for the patio is from. Nonetheless, the blue stone work that was done on the patio is not in question. The issue that Mr. [redacted] has been and continues to have difficulty with is the brickwork around the patio that was painted by others, not Airoom.
It's true that as a good faith gesture, over the past few years Airoom, at its expense, replaced bricks that were damaged due to hydrostatic pressure as a result of ice and snow. However, we previously pointed out that the paint used on the bricks is likely not allowing the bricks to excrete water and that's contributing to excessive freezing and cracking. Last year, as a courtesy, we offered a final one-time repair to replace any bricks Mr. [redacted] thought needed repair. We even used a type of brick that Mr. [redacted]'s requested. However, he was told that it would be the last time we would make such a repair and that we would not continue to service the masonry work. Airoom does not have a maintenance contract with Mr. [redacted] and after the extremely harsh winter we experienced, it is not difficult to understand that exterior repairs would likely be required.
Mr. [redacted] will state that his existing house is painted brick and he has not experienced the same issues with other bricks. That however is not correct. We have pictures (attached) of Mr. [redacted]'s house taken prior to remodeling that clearly show areas of painted brick which experienced similar cracking and peeling as a result of hydrostatic pressure entering the bricks. Of course you would not see the same effect on vertical walls because they are covered by a roof, so water and ice cannot infiltrate the surface.
Airoom's 10/15 year warranty (copy attached) covers installation and not materials, especially natural materials like brick. It also does not cover issues as a result of painting work done by others. Mr. [redacted] will need to make repairs to the bricks around his patio and may need to have the paint that's currently on the bricks removed and redone. But that work is beyond our scope and warranty.
We have always responded to Mr. [redacted]'s service requests and have taken care of any items that are covered by our warranty. We will continue to honor our agreement with Mr. [redacted] for any legitimate service items that the project may require. But we cannot maintain the bricks around his patio unless Mr. [redacted] chooses to enter a maintenance type agreement.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Airoom is responsible for the materials they placed on the patio per the attached construction and installation warranty. Therefore, per the agreement, I request they complete the repairs. If this was not covered under the warranty why did Airoom agree to the repairs for the past 5 years? Clearly, the warranty holds them accountable.
Airoom was aware from the beginning of the project that the bricks would be painted and they placed an inferior product which is crumbling per the attached pictures.
My house was built in 1942 and I have lived there for 20 years. I have had to repaint the bricks, however, I have not had to replace bricks that crumbled. There have been many severe winters in the past 20 years.
I got a consultation from a hardscape firm last year which confirmed that the bricks were not appropriate and there is possible structural issues. They recommended "CUSHWA" bricks as they are more appropriate for this patio and the environmental conditions. Airoom replaced the risers with "CUSHWA" bricks and they did not crumble after this harsh winter.
My request is to have Airoom honor the warranty and complete the repairs.
Final Consumer Response /* (3000, 8, 2014/05/28) */
see attached photos
Final Business Response /* (4000, 23, 2014/07/29) */
Unfortunately, we did not see Mr. [redacted]'s reply. I apologize for the confusion.
However, after seeing Mr. [redacted]'s reply today, it seems that we have a disagreement regarding what is covered by our warranty. We rescind our previous offer and will agree to arbitrate the dispute through the Revdex.com's arbitration process.
Please let us know how to proceed with arbitration.
We are sorry to find that [redacted] is upset with Gaile's PropaneOur efforts to foster good customer relations and positive interactions with our customers have been at the heart of our success over the past sixty-eight yearsUnfortunately, it seems that a positive business relationship with [redacted] is not possible.Generally, any refunds for account credits are sent to a customer after they have closed their account [redacted] has not closed his account with Gaile's PropaneAs per his specific request, we have not removed the tank or any leased equipment from his residence [redacted] has misrepresented the facts in his complaint, specifically in mentioning the amounts he has paid on his accountHe has only made one payment himself, in the amount of $on 1/29/The remaining payments have been made by SCCAP (South Central Community Action Program) or [redacted] We have been in contact with the SCCAP in regard to this situation, and they have informed us that the funds paid on MrHoftThann's account are now disputedIn years past, the SCCAP has required that any account credits from an energy assistance payment alter an account has been closed must be refunded to the SCCAPAs far as [redacted] contributions to [redacted] account the last payment in the amount of $was made on 4/3/Because [redacted] payment was in the exact amount that [redacted] is requesting, we can only assume that this is the money he would like to receive rather than the $that was paid by the SCCAP on 11/17/Regardless of how MrHofl'mwm has arrived at the specific amount he wants to get from Gaile's Propane, we are obligated to adhere to the guidelines laid out by the SCCAPAt this time, we cannot comply with [redacted] request for a refund
Initial Business Response / [redacted] (1000, 5, 2014/05/17) */ Contact Name and Title: [redacted] , President Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @airoom.com Mr [redacted] 's original project, which was beyond the scope of a patio, was $53,549, with approximately $27,in additional work that Mr [redacted] added during the processOf that amount, $15,was for home entertainment and electronics upgrades unrelated to the patioI'm not sure where Mr [redacted] 's number of $15,for the patio is fromNonetheless, the blue stone work that was done on the patio is not in questionThe issue that Mr [redacted] has been and continues to have difficulty with is the brickwork around the patio that was painted by others, not Airoom It's true that as a good faith gesture, over the past few years Airoom, at its expense, replaced bricks that were damaged due to hydrostatic pressure as a result of ice and snowHowever, we previously pointed out that the paint used on the bricks is likely not allowing the bricks to excrete water and that's contributing to excessive freezing and crackingLast year, as a courtesy, we offered a final one-time repair to replace any bricks Mr [redacted] thought needed repairWe even used a type of brick that Mr [redacted] 's requestedHowever, he was told that it would be the last time we would make such a repair and that we would not continue to service the masonry workAiroom does not have a maintenance contract with Mr [redacted] and after the extremely harsh winter we experienced, it is not difficult to understand that exterior repairs would likely be required Mr [redacted] will state that his existing house is painted brick and he has not experienced the same issues with other bricksThat however is not correctWe have pictures (attached) of Mr [redacted] 's house taken prior to remodeling that clearly show areas of painted brick which experienced similar cracking and peeling as a result of hydrostatic pressure entering the bricksOf course you would not see the same effect on vertical walls because they are covered by a roof, so water and ice cannot infiltrate the surface Airoom's 10/year warranty (copy attached) covers installation and not materials, especially natural materials like brickIt also does not cover issues as a result of painting work done by othersMr [redacted] will need to make repairs to the bricks around his patio and may need to have the paint that's currently on the bricks removed and redoneBut that work is beyond our scope and warranty We have always responded to Mr [redacted] 's service requests and have taken care of any items that are covered by our warrantyWe will continue to honor our agreement with Mr [redacted] for any legitimate service items that the project may requireBut we cannot maintain the bricks around his patio unless Mr [redacted] chooses to enter a maintenance type agreement Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Airoom is responsible for the materials they placed on the patio per the attached construction and installation warrantyTherefore, per the agreement, I request they complete the repairsIf this was not covered under the warranty why did Airoom agree to the repairs for the past years? Clearly, the warranty holds them accountable Airoom was aware from the beginning of the project that the bricks would be painted and they placed an inferior product which is crumbling per the attached pictures My house was built in and I have lived there for yearsI have had to repaint the bricks, however, I have not had to replace bricks that crumbledThere have been many severe winters in the past years I got a consultation from a hardscape firm last year which confirmed that the bricks were not appropriate and there is possible structural issuesThey recommended "CUSHWA" bricks as they are more appropriate for this patio and the environmental conditionsAiroom replaced the risers with "CUSHWA" bricks and they did not crumble after this harsh winter My request is to have Airoom honor the warranty and complete the repairs Final Consumer Response / [redacted] (3000, 8, 2014/05/28) */ see attached photos Final Business Response / [redacted] (4000, 23, 2014/07/29) */ Unfortunately, we did not see Mr [redacted] 's replyI apologize for the confusion However, after seeing Mr [redacted] 's reply today, it seems that we have a disagreement regarding what is covered by our warrantyWe rescind our previous offer and will agree to arbitrate the dispute through the Revdex.com's arbitration process Please let us know how to proceed with arbitration
Initial Business Response /* (1000, 5, 2014/06/10) */
Contact Name and Title: [redacted] Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@revivebath.com
I apologize for the frustration of our client. Most assuredly this project and all of its documentation is with Revive...
Designer Bathrooms, LLC, an Airoom Family Company. There has been no attempt to hide or misrepresent that information. However, because of our relationship to Airoom, I can understand the confusion.
The project was originally estimated to conclude on June 3rd, however we do currently have a small list of items we are working to complete. The list includes drywall patching and final clean up, installing accessories and under vanity shelving (will need the homeowner provided mirror), and shower door install. We are expecting to have this work completed by the end of this week and that will bring the project to a close. We certainly do not plan to nor have ever abandoned a project. We plan to complete the project and provide both a quality bathroom as well as a beautiful bathroom. We have not collected all payments to date, only those required per the staged payouts of the contract. Final payment will be collected once the project is completed. We apologize if our communications have not been direct enough as to our plan for wrapping up.
We are sorry to find that [redacted] is upset with Gaile's Propane. Our efforts to foster good customer relations and positive interactions with our customers have been at the heart of our success over the past sixty-eight years. Unfortunately, it seems that a positive business relationship...
with [redacted] is not possible.Generally, any refunds for account credits are sent to a customer after they have closed their account. [redacted] has not closed his account with Gaile's Propane. As per his specific request, we have not removed the tank or any leased equipment from his residence.
[redacted] has misrepresented the facts in his complaint, specifically in mentioning the amounts he has paid on his account. He has only made one payment himself, in the amount of $13.77 on 1/29/14. The remaining payments have been made by SCCAP (South Central Community Action Program) or [redacted]. We have been in contact with the SCCAP in regard to this situation, and they have informed us that the funds paid on Mr. HoftThann's account are now disputed. In years past, the SCCAP has required that any account credits from an energy assistance payment alter an account has been closed must be refunded to the SCCAP.
As far as [redacted] contributions to [redacted] account the last payment in the amount of $386.16 was made on 4/3/15. Because [redacted] payment was in the exact amount that [redacted] is requesting, we can only assume that this is the money he would like to receive rather than the $650.00 that was paid by the SCCAP on 11/17/15. Regardless of how Mr. Hofl'mwm has arrived at the specific amount he wants to get from Gaile's Propane, we are obligated to adhere to the guidelines laid out by the SCCAP.
At this time, we cannot comply with [redacted] request for a refund.
We could not be any happier with the service that Airoom provided. From the very beginning our designer Sarah was focused on listening to our needs, respecting our budget and delivering innovative ideas that resulted in bathrooms that far exceeded our expectations. Robyn helped us through the process of picking out all of our materials from faucets to tiles, we wouldn't change a single thing! And lastly, Les, our head contractor made life so much easier in a construction zone, always keeping us abreast of who was coming, what was happening when, and constantly checking in to make sure things were going smoothly-what a huge help! Airoom helped transform our home into the beautiful retreat that we'd always dreamed of, thank you!
Initial Business Response /* (1000, 5, 2014/05/17) */
Contact Name and Title: [redacted], President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@airoom.com
Mr. [redacted]'s original project, which was beyond the scope of a patio, was $53,549, with approximately $27,000 in additional...
work that Mr. [redacted] added during the process. Of that amount, $15,701 was for home entertainment and electronics upgrades unrelated to the patio. I'm not sure where Mr. [redacted]'s number of $15,000 for the patio is from. Nonetheless, the blue stone work that was done on the patio is not in question. The issue that Mr. [redacted] has been and continues to have difficulty with is the brickwork around the patio that was painted by others, not Airoom.
It's true that as a good faith gesture, over the past few years Airoom, at its expense, replaced bricks that were damaged due to hydrostatic pressure as a result of ice and snow. However, we previously pointed out that the paint used on the bricks is likely not allowing the bricks to excrete water and that's contributing to excessive freezing and cracking. Last year, as a courtesy, we offered a final one-time repair to replace any bricks Mr. [redacted] thought needed repair. We even used a type of brick that Mr. [redacted]'s requested. However, he was told that it would be the last time we would make such a repair and that we would not continue to service the masonry work. Airoom does not have a maintenance contract with Mr. [redacted] and after the extremely harsh winter we experienced, it is not difficult to understand that exterior repairs would likely be required.
Mr. [redacted] will state that his existing house is painted brick and he has not experienced the same issues with other bricks. That however is not correct. We have pictures (attached) of Mr. [redacted]'s house taken prior to remodeling that clearly show areas of painted brick which experienced similar cracking and peeling as a result of hydrostatic pressure entering the bricks. Of course you would not see the same effect on vertical walls because they are covered by a roof, so water and ice cannot infiltrate the surface.
Airoom's 10/15 year warranty (copy attached) covers installation and not materials, especially natural materials like brick. It also does not cover issues as a result of painting work done by others. Mr. [redacted] will need to make repairs to the bricks around his patio and may need to have the paint that's currently on the bricks removed and redone. But that work is beyond our scope and warranty.
We have always responded to Mr. [redacted]'s service requests and have taken care of any items that are covered by our warranty. We will continue to honor our agreement with Mr. [redacted] for any legitimate service items that the project may require. But we cannot maintain the bricks around his patio unless Mr. [redacted] chooses to enter a maintenance type agreement.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Airoom is responsible for the materials they placed on the patio per the attached construction and installation warranty. Therefore, per the agreement, I request they complete the repairs. If this was not covered under the warranty why did Airoom agree to the repairs for the past 5 years? Clearly, the warranty holds them accountable.
Airoom was aware from the beginning of the project that the bricks would be painted and they placed an inferior product which is crumbling per the attached pictures.
My house was built in 1942 and I have lived there for 20 years. I have had to repaint the bricks, however, I have not had to replace bricks that crumbled. There have been many severe winters in the past 20 years.
I got a consultation from a hardscape firm last year which confirmed that the bricks were not appropriate and there is possible structural issues. They recommended "CUSHWA" bricks as they are more appropriate for this patio and the environmental conditions. Airoom replaced the risers with "CUSHWA" bricks and they did not crumble after this harsh winter.
My request is to have Airoom honor the warranty and complete the repairs.
Final Consumer Response /* (3000, 8, 2014/05/28) */
see attached photos
Final Business Response /* (4000, 23, 2014/07/29) */
Unfortunately, we did not see Mr. [redacted]'s reply. I apologize for the confusion.
However, after seeing Mr. [redacted]'s reply today, it seems that we have a disagreement regarding what is covered by our warranty. We rescind our previous offer and will agree to arbitrate the dispute through the Revdex.com's arbitration process.
Please let us know how to proceed with arbitration.