Premier Homes Inc

Response: Unfortunately, this rendition of events is not fully accurateIt does not fully disclose all the details that transpired. This job was a very small job that was trying to economically repair some flooring that had been previously installed by the homeowner that was not done
according to floating floor over concrete specificationsFloating floors are just that, they are not hard fixed to the underlying surfaceWe attempted to repair and did find that we needed to do an additional repair that we did not allow for, and needed to return to completeScheduling was challenging since we could only come 1-on Monthe first time & then only 8:30am - 9:30pm on Tues/Wed. This was not an acceptable schedule. Our Project Manager explained exactly what had been completed with the homeowner, we even took care of one additional item that was requested and not part of the initial contract and did not charge anything additionally. The customer was billed on 2/and did not pay until 2/17. We called to follow up on the InvoiceWe asked for payment then customer began to criticize the work that had been completed. We asked why they decided now to let us know they had concerns and not sooner with the Project Manager who came directly to the home to address and finalize the job? We are not sure exactly the issue for this small repair. Wishing them the best with their home

[redacted]  It is never our intent to upset a Customer, if we are made aware of a problem that may have come up during a job.  Due to your frustration over this "lack of communication" we decided to research from 2/7 - 3/7/16 on our Server for Incoming Calls from our Office Phones with the contact numbers you both provided for us.  We did this too make sure, we were not missing anything.  We also pulled the incoming calls from our cell phone provider.  The only calls we found were outgoing calls from our Project Managers phone to you & a call out when payment follow up was called to you.  We went one additional step to review all emails.  There is an approval email to "move forward" on incoming, and invoicing email outgoing. We are able to document these types of things so that we are able to be more accurate if we need to be with the technology we have. Nothing additional is showing.  One thing we will personally say, is that we are sincerely sorry about your frustration.  We do wish you would have contacted the office, the Project Manager or myself before taking this matter elsewhere.  I have been in this business for a very long time and take this very seriously.  I have never been so verbally accused as I see here.  I do wish we could have solved this on a face to face meeting because I feel things would have not taken on this much of an aggressive nature from what I am reading. We  would have much rather solved this matter peacefully. Since we have come to an end, and we don't feel you would be willing to move forward with any reasonable expectation, we will put this behind us.  This does not mean we disregard your complaint, we will try to take the good & bad and see what there may be to learn. Wishing You The Best!THE REPAIR SQUAD

[redacted], We have reviewed what you have stated here. We spoke with you on the phone when you called the office.  Our Office Manager promised you a quick response to your concern.  The fact remains that we did address you immediately and the Owner who had been there 30 minutes prior...

to the first phone call, did speak with you directly and asked you if everything was alright and your reply was everything was fine and wished us a good day.  You are correct in that, we needed power to run the blower to clean up debris from the yard - a young man came out of the home and said we could connect but we should speak to the owner.  They left the cord on the roof but did not connect the power, since  you were shopping, as was stated. You also never mentioned a problem with the tarp protecting your property from debris while we were there. We also stated we would clean any debris the wind blew over since the houses are directly connected.  The owner called you back the same day (Wed.), when he came back in the office, and said he apologized if there was any more confusion, but we did not use power, as stated by the 5 different crew members, from our team.  The reason we needed to return the following day, was due to that fact directly, because we could not fix any damaged wood because we could not plug in our saws.  The homeowner had forgotten to leave his access open that first day.  So we had to come the following day to finish.  We also cleaned any debris that had blown around off the tarps and swept up the areas. When the owner spoke with you, he offered to compensate you for any power you thought we had used, you replied that its "not necessary", but again did voice the concern for the obvious.  We agreed with you that your concern was valid and we stated we apologize for any stress it may have caused.  If you wish for compensation for kilowatts of electricity, we offered.  It was not accepted.  We absolutely, undeniably, did not in any way, disrespect you, or your property, we tried to protect it with a simple tarp that caused zero damage to anything.  We addressed you multiple times and have phone and witnessed accounts as well.  According to our team, we ran a cord but never used power. So this our response as has been stated and we are not sure why you felt this step was necessary, after we spoke with you directly several times and you seemed very agreeable once we talked.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11141748, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The response from this business is an outright lie in almost every way possible. The floors were installed according to "floating floor specifications" originally. We were open and honest with them from the beginning about our desire to fix the floor by gluing the pieces down due to the fact that we had tried to repair it correctly several times without any luck. My issue was never with them gluing the boards down and ultimately it was never with the repairs as a whole. This company cut corners to get the job done easier for them. I would be much more willing to accept that if it had not been such a total joke to get the job done. I was told that they would start and finish the job on Monday. That was not done. It is not my job to then take off of work for 3 more days so they could get their act together to finish the job. I don't understand how you show up to my house 3 separate times and each time the repair man does not have the tools needed to do the job. To say that we were billed on 2/9, but didn't pay till 2/17 is completely the fault of the business. I tried over and over and over to reach the owner Wayne, who apparently is to scared to return my calls. I complained time and time again and finally just paid the stupid bill because I was sick of waiting for the owner. I have never in my entire life not paid a bill I was responsible for. The sad part is that the owner Wayne accused me of trying to "skip out" on the bill but never, not even once, addressed my actual concerns. To this day the owner has still NEVER called me to discuss this issue. I even put in this Revdex.com complaint that I wanted to owner to contact me and he has not. Why else would he avoid speaking with a customer unless he was at fault this whole time. At this point I don't want the company to communicate with me unless they are willing to admit fault for their horrible service. Otherwise, they can leave me alone. The repair squad should really be embarrassed by their customer service and the fact that Wayne represents them in any way.
Regards,