Adams Rental & Sales

NEWPRO would very much like to resolve this complaint and complete installation for the homeowners.  We have their custom made product in our warehouse ready for install at their convenience.  NEWPRO has made multiple attempts to accommodate the homeowner - we acknowledge there was a delay in product.  We have a signed legal document - NEWPRO has not agreed to refund their money as we have incurred costs - the product was custom made and delivered to our warehouse ready for install.  We have had multiple interactions offering financial considerations and  install accommodations as well as offering our apologies for the delay  - there is nothing more NEWPRO would like to do than deliver and install the products as custom ordered for their home and fulfill our obligation to the homeowner.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Customer issues have been resolved and addressed.  Product has been ordered and the homeowner is satisfied.  NEWPRO apologizes for any mis- or lack of communication and look forward to completing the project.

NEWPRO has communicated and resolved with customer with apologies for some miscommunication.  A check for $500 is being sent to the customer for the part of the project that could not be done.  The customer was left a message on 10/20 to resolve but did not connect with the homeowner at...

that time.  The new soapdish install is scheduled for 1/3.  Customer and NEWPRO agree to resolution.

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
 Response from Consumer:Although NewPro had been in touch with [redacted] it was not to our satisfaction and certainly not in a timely fashion.  The only responses were after numerous consumer initiated ones.  NewPro's discount of < 5% was not an act of good faith, but rather a response to several consumer requests for compensation for the mistakes and numerous delays.  NewPro also never communicated that the scheduled Saturday installation day was not a standard install day.Although NewPro did call the day before the installation and warn of a potential cancellation, we were told us that the owner would call us one way or the other no later than 8:30am on the day of install to confirm or cancel the work.  [redacted] left [redacted] a message almost 2.5 hrs later (only after being contacted by [redacted]) to cancel the work.[redacted] notified NewPro verbally on January 21 and again on Jan 23, and then via a certified letter on Feb 2, that were terminating our contract and demanded our deposit of $2950 be returned.To this date of Mar 1, we have not received our deposit. This complaint is not resolved and should not be closed. 
Regards,
[redacted] And [redacted]

The owner of the company has been in regular communication with the homeowner and the deposit is being refunded in full.

NEWPRO was waiting for receipt of the notice of cancellation form.  NEWPRO is refunding the homeowner $2700 within 10 business days.  The owner of the company personally spoke with the homeowner.

NEWPRO has refunded this customer their deposit in full.  NEWPRO recently installed new payment processing technology for customer privacy and protection.  This customer's deposit was processed in the required time but we were no aware the refund had to be processed with the same terminal...

that it was originally processed which caused a delay.  This was corrected and refunded in full.  NEWPRO apologizes for the inconvenience.  Thank you.

On 8/27 Ms. [redacted] contacted NEWPRO as a previous NEWPRO customer to obtain a quote on siding and roofing.  After the presentation, Ms. [redacted] elected to purchase her roof and siding with NEWPRO.  The roof contract was a cash transaction which in the state of MA requires 1/3 deposit down...

and 2/3 upon completion.  Ms. [redacted] elected to finance the entire siding project with no money down.  When a NEWPRO customer elects to utilize financing there is an option provided called "stage funding" which after the 3 day right of rescission has expired - allows NEWPRO to "stage fund" (obtain funds direct from the bank instead of the customer to start the project - this stage of the funding acts as the initial deposit).  The remaining funds are not disbursed until the project is complete and the customer signs a completion certificate.  In this case, Ms. [redacted] was approved through our lending source [redacted].  The customer at the point of sale acknowledged in writing the payment terms which states authorization for NEWPRO to draw on the account -$20,625.  This transaction occurred on September 1, 2015.    NEWPRO would never draw on an account without a customer acknowledging payment terms in writing.   As we had a signed borrower's certificate form allowing us to draw on the account NEWPRO is not obligated to re-notify the customer of this transaction.  NEWPRO provides a contract at the point of sale and does not provide nor are they obligated to provide an invoice.   In addition, NEWPRO was surprised to learn of this complaint as NEWPRO's finance manager spoke direct with the homeowner in full detail about the financing terms - in particular about how stage funding works.  The sales manager, product specialist and owner of the company have repeatedly, without success, attempted to contact Ms. [redacted] to discuss and resolve.  We request Ms. [redacted] contact, [redacted], direct to discuss next steps - direct line  - [redacted].

The NEWPRO customer interpreted the estimated start date as the date of installation - NEWPRO's contract clearly states this is an estimated start date.  Once an agreed upon date was set to meet their preference for a Saturday install our installation team arrived at the job and determined after pre install inspection that to do the job correctly an additional accessory piece was required.  The install was postponed to avoid any problems that would have been incurred if we were to proceed as ordered.  The owner of the company met personally with the customer and have worked out the issues and concerns.  The customer is to contact NEWPRO after January 6 to reschedule and complete the installation. The customer has the owners direct phone number for contact.

Mr. [redacted] inquired with NEWPRO for a siding project.  The appointment was scheduled for May 4.  A product specialist visited his home to review the project and leave him with a quote.  Mr [redacted] decided to sign the contract on that visit to install siding on his home.  On every...

contract NEWPRO is required to identify an estimated start date.  The estimated start date was identified as 6/27/2016 with an estimated completion date of 7/8/2016.  Mr. [redacted] initialed these dates with the understanding these were estimated dates which is why NEWPRO requires the initial to be sure this was brought to the attention of the homeowner.  On June 15 over a month later, Mr. [redacted] requested additional work to be done adding a porch seiling and insulation.  At that point additional product was required to be ordered contributing to the missed estimated start date.  The owner of the company spoke with Mr. [redacted] on Friday July 8 and notified him that all product was received and we were ready to start the project on Tuesday, July 12.  Based on our projected time to complete we would have been only over 1 week past the estimated completion date of 7/8.  To this date Mr. [redacted], has not provided us with a reason for cancel.  In good faith NEWPRO has made several attempts to meet personally with Mr. [redacted] to discuss his concerns of which Mr. [redacted] will not allow the opportunity to do so.  NEWPRO has incurred costs for this project - permit, commissions, administrative and special order siding materials that have been delivered and invoiced to NEWPRO.  The terms and conditions of the contract clearly state the customer can cancel the contract but with forfeit of 33.3% per the terms and conditions of the agreement.  NEWPRO is not electing to try and recoup 33.3% but only the cost incurred which is $8$8064.20 which is 27% of the contract.  The company is entitled to $9877.45 for the full 33.3% but would never expect the customer to pay beyond costs incurred.  NEWPRO has a refund check in the amount of $2935.80 which is the difference from what we have received to date and what we require for him to cancel his contract.  We are waiting for response from the customer to either proceed with the project and complete the siding installation, meet with the owner or proceed with the balance due processing. Our preference is to deliver and install the product and service NEWPRO committed to deliver and/or meet with the homeowner to discuss.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[In Mr. [redacted]'s response to my initial compliant he has revealed a further example of the pressure tactics and obfuscation that he and Newpro's representatives engage in.  My wife and I have declined to meet with Mr. [redacted] precisely because we felt harassed by these high pressure sales and interactions.  Instead we requested that our correspondence be limited to email.  Mr. [redacted] neglected to mention this in his rebuttal.  So, we have left the door open for a reasonable solution to this dilemma.  Also at issue is Mr. [redacted]'s statement that we "still have not given him a reason for cancellation".  This is patently untrue.  We are cancelling because the company has failed to meet its obligations.  In the contract the company provides both an estimated start and estimated completion date.  Neither date was met, and the product was not delivered or installed by either date.  To add to this concern of ours, we were told by one representative that the weather was delaying installation.  We were told by another that installation was delayed because the original order was a "custom" order.  We were also told by Mr. [redacted] that the delay was caused by the addition of flashing.  Well these three different excuses, coupled with attempts to reach representatives which were either ignored or to which the response was "the order will start in 2 weeks" (which never came), left us with a bad feeling about the competence of Newpro and its representatives.  This is our reason for cancellation, which has been repeatedly stated to Mr. [redacted], but sadly has been repeatedly ignored.Our solution to this problem is now, and has always been to arrive at a reasonable compromise.  We asked Mr. [redacted] to provide us with a refund which covers the costs to pull a permit, and for supplies which cannot be returned, restocked or reused.  Mr. [redacted] has maintained that these costs amount to over $8,000.  This is an unreasonable policy and we politely request that it be changed.  These materials which have been purchased can certainly be used on another home installation.  These are new, untouched faux cedar style shingles in a standard size (as described to us by the salesman who sold us the product).  What is custom about this?  Cannot these shingles be used for a new customer.  We are very unsatisfied, and out $11,000 at this point.  The number is $11,000 because settling for a $3000 refund is no consolation and unfair.   Yes we signed a contract, this is true.  But there are times as a businessperson where considering the reasonable requests of a customer should allow you to relook at one's own policy.  After all, we have no siding and no product and are out $11,000. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. I am rejecting the business response because I have been reaching out to [redacted] as he wanted me to by calling his office and cell phone.  I leave a voice mail on both with my name and phone number and he never responds back.  Instead he emails me and tells me again to call him on Monday.  I emailed him back saying the earliest I can call is Friday September 18th after 3:30.  I also told him he may call me Sunday September 13th anytime as I will be home.  I have not heard from him as of yet.  I will agree to his offer as long as 1) the base is installed in the same place as my old base was and they do not have to put a molding on my floor and 2) it needs to be installed on my time as my husband is away for at least 2 weeks or more on vacation and I cannot take time off from work.He originally told me on August 31 st that the shower should be in that week and the door in the following week which should have been September 11th.  Now he is saying yo you another 7-10 have been added on.  I just don't know if I can trust what he says anymore.if he cannot agree to these terms then I want my money back---down payment and payments we have made since.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
 
Regards,
[redacted]

The owner of the company, [redacted], has communicated with the homeowner via phone calls and emails throughout the process of this project.  The bath design specialist presented aproduct to meet the needs of the homeowner which was agreed upon and purchased – NEWPRO installed per the...

agreement and specs in the contract, a 36” neo-angleshower –  the customer expected a larger neo-angle shower pan although they received what they ordered  - which is the largest shower pan weoffer.  However, to meet the needs of the homeowner and with the goal to exceed satisfaction, we worked closely with oursupplier to custom fabricate a pan that is 38” which is larger than what they produce. They agreed to do the custom manufacturing project to replace what weinstalled to meet the expectations of the homeowner – the supplier reengineered a larger custom pan to meet the needs of the customer.  All of this was offered at no charge to the homeowneras good faith and in appreciation for their business.  We were quoted a four week lead time for redesigning from the manufacturer based on engineering -  it has been slightly delayed from themanufacturer based on the custom nature of the project.  We hope to have the product within the next 7-10 days and we will expedite installation upon arrival of product.

NEWPRO has a service technician scheduled for 5/29/2015 with the homeowner.  NEWPRO strives for a delightful experience and is reviewing the communication process related to this experience as it is not standard practice.

NEWPRO has measured and ordered the replacement glass for window and has communicated these actions with the homeowner.  The homeowner is aware the glass is on order, ready to ship and is scheduled for delivery next week.  A call will be made early next week to the homeowner (week of 6/21)...

to schedule the service.  NEWPRO honors all warranties.  NEWPRO apologizes for any delays in service as a result of any miscommunication or lack of communication that may have occurred to the homeowner.  This is a high priority and is being expedited.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Water is still coming into the house when it rains out and I never complained about the sliders functionality. Water does not drain properly and the black spots on the glazing bead I am unable to remove with any cleaner. Replacing all 4 slider windows with new casements windows, that will not be a deck hazard , will hopefully resolve the water issues and black spots.
Regards,
[redacted]