Phillips Home Solutions

Revdex.com received a message from the consumer on 7/that the complaint has been resolved

Thank you for your replyTo give you more insight I will start from the beginning including the constant lies and miserable treatment we have receivedWe were given a date of the beginning of work of May 17th but nothing happenedI tried calling them at Phillips just before this date as we were having other work done that we did not wish to conflict with theirsI received no response, so I tried again and again, over all four times with no response from the company just the initial I will tell someone from the apparent secretaryMy wife then tried calling to get no response and finally sent an email around June 5th with no responseIt was a couple days later we got through to a "Jim" that was very rude and condescending towards us so we asked for our money back which he refusedI looked up a phone number for their main offices and located a [redacted] corporation which I contacted; they, in turn, contacted Phillips and low and behold we had a knock on our front door by Mark who refused to give us our money back alsoBeing stuck we agreed to a start date of June 18thOnce here I was verbally accosted by their employee Kevin for not being here when he wanted me to be; he wanted 8:am but I was outI had called the company and told them I would not be here but that was not enough for this personWe were told our tub would be removed by 'cutting' it out but Kevin and some other guys (more showed up a bit later than Kevin) used sledge hammers and did damage to our floorThey say they will repair them but have not done so as yetThe workmanship is terrible with huge gaps and even glue on some of the molding they put up alreadyI have contacted the Corporate headquarters again and am awaiting their response with Phillips knowledge and all of a sudden they are being sweet as pie! I could go on but this disgusts me so I will end it hereIf you would like to get a copy of the letter I sent to Corporate and Phillips let me knowThank you again

Mr [redacted] signed an entry form for our quarterly drawing through the [redacted] We were attempting to reach him to verify and enter his information into the drawing as well as inquire if he needed any information on the products we offer Unfortunately, no one communicated to us that he would like to be removed from our call list In fact, our records indicate that we were unsuccessful in making contact at all We have removed Mr [redacted] from our call list and can assure that he will no longer be contacted by our company We certainly apologize for any inconvenience that has occurred.Regards,James P [redacted] , President

On Friday, October 9, the noted complaint was resolved, all service and scheduling issues were resolved and the customer requested removal of the filed complaint To date, all matters are resolved for this customer, see attached If there is anything else, please let me know.Thank youJames P [redacted] , President

Mr [redacted] entered into a contract for a gutter project on 4/5/and applied for financing through [redacted] Bank (a copy of the sales slip is attached)The agreement specifically states that the payment factor is equal to 2.5% of the highest balance applicable to the promotional purchase, rounded to the next highest whole dollar, until paid in full In addition, the customer signed and initialed the agreement indicating that they had reviewed and selected the promotional option that meets their needs(see attached)Furthermore, the customer signed and initialed a sales paperwork checklist (see attached) indicating that they received a copy of the [redacted] Sales Slip outlining the terms of the agreement

Customer entered into a contract with Phillips Home Solutions (PHS) on 11/30/for two replacement windowsPHS installed window on 1/16/Customer refused to allow PHS to install the 2nd windowCustomer agreed to pay the balance due for the window which was installedPHS has closed the file and no further payments are due from the customer

In the fall of 2014, Ms [redacted] signed up for our quarterly drawing through the affiliate **s/Home Service Store location During the months following, she was called by our call center staff, at which point in September she indicated that she "was not interested" - NOT that she wished to be placed on the DO NOT CALL list Our system designed "Not Interest" for a future point when we may contact her to discuss our product line As we began to track our system to research this matter, we found the following: since January 2014, Ms [redacted] was called twice - once on February 21, (1:pm), which resulted in an answering machine and then again on April 29, (8:pm), which resulted in her informing our agent that she had no interest/was no longer interested She did not indicate that she would like to be placed on the DO NOT CALL Our representatives are trained that once a potential customer wishes to be removed from our call list, the action is immediate - or face suspension or further, termination I assume there was just a miscommuncation where the call center representative did not place Ms [redacted] on the Do Not Call, however, Ms [redacted] was not called after the April 29, date As of her complaint, we have verified that Ms [redacted] 's information has been placed on our Do Not Call list and no further phone calls will take place We feel that had Ms [redacted] 's simply called the office, her information would have been removed at once by any one of our staff members We have also indicated in our system that should Ms [redacted] 's sign up for any further drawings (through the local [redacted] store or at an event), we at Phillips Home Solutions will not contact her under any means

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12624556, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Donna
this all started with the girl in there officeShe said they got our name in a BJ.s drawing I told here we have not been in BJ's for a yr.to 2yrs We want to give you a free estimate on your roofand you are back inthe drawingI told her we have a double-wide homeShe said not to worry, I will put it down as a two- story home. Tim Lesage said you don't need a roof' but let show you some great windows .we wanted the new windows to be the same size as our Anderson wood windows. Tim told us no problem. pop the old out pop the new in.the new window is smaller then the rest of our windows.Yes my Husband paid because he would not stop arguing about how right he wasHe paid because my Husband could not take it any moreHe is yrsold and a disable veteran) that is not to make a point of a sad story) The salesman do high pressure sales every day. In my original complaint is what is farethat window could not have cost Phillips $

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 regards to the paperwork we signed, your response states that it is an acceptable business practice to tell customers one piece of information (i.eMonthly payments of $47) then apply different terms of the verbal contract that is on paper(I.eActual payment is $104)Again this is a BAIT and SWITCH situationWe took the sales person word when he told us and we have it in writing that our payments would be $a monthYou didn't even have the decency to contact me personally to resolve this complaint I reject your unacceptable reply and will no longer do business with you and advise friends and family not to do business with your companyYou guys are frauds and I will be contacting my lawyer. Regards, *** ***

Phillips Home Solutions (PHS) substantially completed the customer’s
job on June 18, 2015. At that time, a discussion with the customer noted small items left to be completed. The items were ordered and the customer was
contacted when the items became available to PHS. Since that date, the customer has not
returned emails, phone calls, or letters with an acknowledgment that PHS is
allowed to complete the job in full satisfaction. To date, this issue remains unresolved

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.As usual, or should I say as is their way of doing business, there are many more issues and not minor ones at allWe have not received any particular information from this business as to what their intent is and now have been forced to hire an attorneyWe will be suing them shortly due to their misrepresentations, shoddy workmanship and their unreliabilityThe job done so far is actually bowing off our walls already so we can honestly say incompetent work is done by this company
Regards,
*** ***

In the fall of 2014, Ms. *** signed up for our quarterly drawing through the affiliate ***/Home Service Store locationDuring the months following, she was called by our call center staff, at which point in May she indicated that she "was not interested" - NOT that she wished to be
placed on the DO NOT CALL listOur system designation of "No Interest" may generate a future point when we may contact the potential customer to discuss our product line. As we reviwed the call tracking of our system to research this matter, we found the following: each time Ms*** had been called it resulted in us reaching an answering machine, which would most likely not result in our staff leaving a message. At no point (for months) had anyone in the household picked up the phone to identify that they would not like us to contact them any longer or that there was no interest. On May 20, 2015, Ms*** did indicate that she was "not interested", not that she would like to be placed on the DO NOT CALL list. Our representatives are trained that once a potential customer wishes to be removed from our call list, the action is immediate - or face suspension or further, terminationI assume there was just a miscommuncation where the call center representative understood that she was not interested, not that she didn't wish to be called ever again. Our representatives are also trained not to assume anything where our customer information is concerned. As of her complaint, we have verified that Ms***'s information has been placed on our Do Not Call list and no further phone calls will take placeWe feel that had Ms *** simply called the office and requested to not be called any longer, her information would have been removed at once by any one of our staff membersWe have also indicated in our system that should Ms*** sign up for any further drawings (through the local *** store or at an event), we at Phillips Home Solutions will not contact her under any circumstances (with possible exception of notification if she were to win the drawing/giveaway, which would be done in letter format.)

James ***, President of *** Home Solutions, has spoken with Mr***Mr*** has requested that a representative from the manufacturer conduct a post-installation inspection to ensure that the product was properly installedThe manufacturer's representative will be travelling
from out of state to conduct the inspection during the week of April 24, Mr*** will be calling Mr*** with a firm inspection date as soon as it becomes available

The consumer signed up for a drawing sponsored by Phillips Home Solutions at the Columbia County Fair in Phillips Home Solutions attempted to contact the consumer by phone to set up a free, in-home consultationOn October 18, the consumer requested to be put on the Do Not Call listThe
consumer was immediately placed on the Do Not Call list and will have no further contact from Phillips Home Solutions

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.  The job is taking a lot longer than promised but they are working to get completed.
Regards,
[redacted]

Mr. [redacted] entered into a contract for a gutter project on 4/5/17 and applied for financing through [redacted] Bank (a copy of the sales slip is attached). The agreement specifically states that the payment factor is equal to 2.5% of the highest balance applicable to the promotional purchase,...

rounded to the next highest whole dollar, until paid in full.  In addition, the customer signed and initialed the agreement indicating that they had reviewed and selected the promotional option that meets their needs. (see attached). Furthermore, the customer signed and initialed a sales paperwork checklist (see attached) indicating that they received a copy of the [redacted] Sales Slip outlining the terms of the agreement.

Thank you for your reply. To give you more insight I will start from the beginning including the constant lies and miserable treatment we have received. We were given a date of the beginning of work of May 17th but nothing happened. I tried calling them at Phillips just before this date as we were...

having other work done that we did not wish to conflict with theirs. I received no response, so I tried again and again, over all four times with no response from the company just the initial I will tell someone from the apparent secretary. My wife then tried calling to get no response and finally sent an email around June 5th with no response.. It was a couple days later we got through to a "Jim" that was very rude and condescending towards us so we asked for our money back which he refused. I looked up a phone number for their main offices and located a [redacted] corporation which I contacted; they, in turn, contacted Phillips and low and behold we had a knock on our front door by Mark who refused to give us our money back also. Being stuck we agreed to a start date of June 18th. Once here I was verbally accosted by their employee Kevin for not being here when he wanted me to be; he wanted 8:30 am but I was out. I had called the company and told them I would not be here but that was not enough for this person. We were told our tub would be removed by 'cutting' it out but Kevin and some other guys (3 more showed up a bit later than Kevin) used sledge hammers and did damage to our floor. They say they will repair them but have not done so as yet. The workmanship is terrible with huge gaps and even glue on some of the molding they put up already. I have contacted the Corporate headquarters again and am awaiting their response with Phillips knowledge and all of a sudden they are being sweet as pie! I could go on but this disgusts me so I will end it here. If you would like to get a copy of the letter I sent to Corporate and Phillips let me know. Thank you again.

On Friday, October 9, 2015 the noted complaint was resolved, all service and scheduling issues were resolved and the customer requested removal of the filed complaint.  To date, all matters are resolved for this customer, see attached.  If there is anything else, please let me...

know.Thank youJames P[redacted], President

The customer entered into a contract with Phillips Home Solutions(PHS) on 04/13/2016. The project was completed and signed off with customer's approval on 07/18/2016- with the exception of 2 shower caddies (bath accessories) which were back-ordered. A request for service by the customer...

was completed on 09/21/2016. An additional service was completed on 04/11/2017. The back-ordered shower caddies were delivered to PHS but we were unable to reach the customer to schedule installation. On June 6, 2017, a letter was issued to the customer asking them to contact us so that we could set-up an install date for the caddies. The shower caddies were installed on 10/24/2017 and the customer then signed off with approval.  The enclosed attachments document our contact with the customer.

Revdex.com received a message from the consumer on 7/1 that the complaint has been resolved.