DaBella Exteriors

Complaint: [redacted]I am rejecting this response because:they are flat out lying about me not being home on Saturday the 22nd. They never showed up or called. We were home until 12:00 am that day. I was out side washing cars from 8 till 10. The meeting set up for Friday the 21st was arraigned as an after 6 visit a week prior, but we never received any confirmation from Reve that it was set up. I also have never received any reply from several emails sent to the so said project manager about my complaints and issues. The only written responses they have sent are because I filed a complaint with the Revdex.com! Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: 10/11/17 3rd message to Reve Exteriors via Revdex.com.  After the first two messages via Revdex.com to Reve Exteriors, we have waited a week with no reply.  We contacted the Idaho Falls, ID  Revdex.com yesterday, 10/10/17 to inquire.  We received an email via Revdex.com this morning, 10/11/17. Admittedly, Reve Exteriors has certainly covered just about every situation to their advantage within their contract.  In retrospect we should have insisted on a legible, printed contract at the time, rather than a small iPad that was impossible to read.  We also waited an unusually long time before we received a copy in our email afterwards.   Even conceding that, Reve Exteriors had two full months to correct their measuring mistake. If their “Eagle Eye” system selected the wrong house, perhaps they should use a different one.  After all, they had photos and the correct address.  Perhaps they could have followed up during the two months of silence, when we were anxiously awaiting their return or any communication at all.    That is why they are in business.   Instead, they insisted we sign all their documents in good faith, wait two months during beautiful summer weather, (knowing our roof had leaks the previous winter), and on the day they were to begin, send the salesman to our home demanding an amount triple what we agreed to previously.  Why would we agree to that? Since then we have had rainy, freezing weather with a leaky roof and no options.  We have contacted other businesses who ask if this is an emergency, or they simply cannot begin our roof this late in the season, given our unpredictable weather.  We have no idea the damage that will occur if we have another winter like last year.  In fact, one of the main reasons we chose to go with this company was because they had a large crew who could complete the job quickly.  We were told 4 to 5 days.   We signed the contract with Reve Exteriors on 7/18/17.  We waited patiently in good faith until 9/7/17 when we started calling the two original sales persons and their office.   on 9/14/17 we finally heard back from Reve.  Two contractors came to meet us and go over the job.  They said they would begin the next morning.  ( According to the contract, the estimated start was to have been 9/11/17 and ended 9/15/17.)  Two contractors came the next day, remeasured and assured us that although there was also a pitch issue on our front porch, it could be fixed.  We would not be charged for any more shingles.  The next day 9/16/17, the salesman came to our home and offered us the same job for nearly triple the cost.  (He also stated both himself as well as the contractors felt the contract should be honored.) This contract not only states that no oral agreements are accepted on the first page, but also on the last page states that both parties agree that any change to this agreement must be in writing and signed by both parties.  We have yet received a written cancellation of this agreement.  Also, just to clarify, we only received an apology after we wrote the complaint with Revdex.com.  We understand the original salesman is no longer with Reve Exteriors.  It seems that in any circumstances this whole situation would NOT be considered Best Practice behavior.  It seems like damages occur to every entity but the originating party.  A contract should protect both parties in a fair world.  A $100.00 gift certificate does not begin to alleviate our dismay, not to mention the damages.    
Sincerely,
[redacted]

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. Sincerely, [redacted]

we have been in contact with the customer, and expect this to be resolved with in the next month..

To Whom it may concern, First and foremost we apologize that you had a negative experience with our company – we pride ourselves on our customer service and creating positive customer experiences, and your experience is not in line with the way we strive to do business.  We also appreciate...

your feedback, and we’ll be using it as a training tool for our sales teams to ensure that we handle these situations in a better way moving forward.  We do work with some select national lead sources that serve our industry, and it sounds like you connected with one of them that works with us as a preferred regional installer, but we understand how it would be frustrating to be routed back to us after already declining with our sales representatives.   Again, our apologies for any inconvenience we have caused you and your family, and we will utilize your honest feedback in our ongoing commitment to improving our customer service. Customer ServiceDaBella Exteriors LLC

Yesterday some guy named [redacted] came by from Reve says it was a 3 Hour Dr. he inspected the work on the house and agreed that there was damage to the house my understanding is I was working  with all side windows that was hired by Reve who is lying to Reve about the job that I had...

been done to my house it's been a crazy adventure Reve agrees to come up with a plan to fix the problem

We just want to take a moment to let you know that we take our customer service at Dabella Exteriors extremely serious in every aspect.
We originally spoke to you in March of 2012 at your door when you scheduled a roof estimate with our company. On that day you signed up for us to contact you...

in the future about your project. We always want to provide customer service and wanted to follow up to make sure the project was completed. We never reached you and were not aware you didn’t want our services. Once you left a message requesting that we stop calling, we immediately put your contact info on our Do-Not-Call list to prevent us from ever being able to call you in the future. Please understand that we take pride in having a good name in everything that we do as a company and are very disappointed in this failure that you have brought to our attention. Though there is no way that we can change your experience, if there is any way that we can be of service in the future, we would consider it a privilege.

Dear [redacted],It was a pleasure speaking with you. We are happy that wehave been able to take care of your concern. Next you will be receiving goldenpledge 40 point inspection that will be performed by the GAF manufacturer Inspector.This inspection ensures the roof installation was done properly and if...

anyissues are found they will be resolved immediately.We are confident you will be enjoying your new roof fordecades to come.Thank you for your business and please don’thesitate to contact us at [redacted] with any further questions you may haveor if there is anything else we can help you with.

Complaint: [redacted]
I am rejecting this response because:I made the decision to again contact the company to attempt to get gutters before the rain starts.  Although I believe the right thing for Reve Exteriors to do is to re-install gutters at their cost, I have excepted a 50% discount...

for this company to install new gutters on my house.Thank you for you time,[redacted]
[redacted]
[redacted]

Hello, I am satisfied with the outcome [redacted]

We had 2 areas of the house that we did not do and had brought shingles, ridge and nails. We did not do a couple sections and did not charge for those. If we had done the work, we would have charged for it. Because of this, the Customer did not get charged or the work or material that we did not do. there is no "refund" do as you were never charged for the work or material. We do not owe any refund at all.

DaBella Exteriors does not feel this is a valid complaint.
This complaint was filed by someone whom DaBella Exteriors has never had any interaction with. DaBella Exteriors had an interaction with someone else within the household (the mother), and DaBella Exteriors has never done business with the...

complainant. DaBella Exteriors simply provided the mother with a free roofing estimate at the mother’s request.
Per Revdex.com complaint guidelines, the complaint does not allege a problem experienced with the services or products that DaBella Exteriors provided or allegedly agreed to provide. Also, per the same guidelines the complainant should have contacted DaBella Exteriors at least once to resolve the issue, but as every call is recorded and has since been reviewed, neither person within the household has ever contacted DaBella Exteriors, nor requested DaBella Exteriors never to call again when they did speak to the mother last (last recorded conversation being August 5, 2016). DaBella Exteriors always wants to provide customer service and follow up to make sure the project was completed. DaBella Exteriors never reached the consumer(s) after August 5, 2016 and were not aware the consumer(s) did not want any of their services. Had DaBella Exteriors been requested to stop calling, per DaBella Exteriors internal policies, they would have immediately put their contact information on its internal Do-Not-Call list to prevent them from ever being able to call the consumer(s) in the future, as DaBella Exteriors does follow specific Federal Do-Not-Call guidelines and will not call anyone on that list.
However, upon receipt of this complaint, DaBella Exteriors has placed all phone numbers within the person’s complaint on their internal Do-Not-Call list and neither person will be receiving any more calls at either number, or anymore promotional email. DaBella Exteriors sincerely apologizes for any inconvenience.

We have been working with the customer, this matter should be resolved within the next couple of weeks.

Our installer [redacted] (not [redacted]) went to the customer’s home 4/28/16 as a service call to address their concerns with the windows as we always do.
[redacted] did not find the product to be faulty per customer’s claim. Customer also agreed and signed in agreement the service completion that stated...

in her own handwriting that nothing is wrong with the windows.
Because of her signing in agreement the service completion that stated in her own handwriting that nothing is wrong with the windows, we are very surprised by this complaint that was posted on Sunday May 9th (Mother’s Day) which we responded to immediately the same day, just shortly after 9am Sunday May 9th (Mother’s Day) with a solution.
We are re-visiting the customer in person 5/12/16 to address their concerns again, as customer satisfaction is out #1 priority.
Full resolution should be completed to customer’s satisfaction within 30 days.

As stated in our earlier response, (as the general manager's statement would only be partially correct as far as pricing is concerned), per policy, Rêve Exteriors LLC is under no obligation to provide confidential information as to the cost of materials, accessories and installation beyond what we provide on our contract, just as other service providers and retailers are not obligated to provide information of what their purchase cost is on the products they sell, or how much down-to-the-penny they pay each employee. We fully strive, within reason, to satisfy each and every customer to the best of our ability in providing the products and services as set forth in our contracts. If we fall short in what's written in the contract, we will do the best we can to resolve it within reason.As an update, we have talked to the installer and the roof service concerns should be resolved to the customers' satisfaction within the next 10 days.

My Revdex.com complaint [redacted] filed 5/15/2017 against DaBella Exteriors LLC of Portland, OR has been resolved this AM.

We have been in regular contact with the customer and worked to install new roofing in this area. Customer service is always our first priority and full repairs are being completed, including membrane roofing being installed here, so that this will not reoccur.  New materials were delivered to...

the customers home and work completed Saturday 10/17. We are coordinating with the customer to complete the final repair needed.

Complaint: [redacted]I am rejecting this response because:  A man came to my door telling me he had an appointment.  I told him I did not set up an appointment with him and that we had an appointment for a different day with the person who installed our windows.  He made me sign the sheet of paper saying he came down to look at the windows because he said if I did not sign he would not get paid for the drive down.  I wrote a note on that paper in the comment section that I was not satisfied with the windows and that the issue was not resolved -- so maybe you should read the notes and not send down someone that has English as a second language.  I felt like I was bashing my head against a wall trying to explain what was wrong with the windows -- The only words he knew in English were nothing is wrong with window.  
We then did not know if the person that was actually scheduled to come out was going to come or not since we did not have a phone number for him.
Since we filed this complaint we have been contacted by many of the companies management team.  That would have been a good thing to do before we had to file to get their attention.  Next time someone complains your minions should tell management to contact the home owner before they have to take this route to get some attention.  Someone has come out and found the window to be faulty and is fixing it now.  We will be just fine with taking this down as soon as those repairs are finished.  It is a shame that this is the only way to get things resolved.  Makes me wonder if something goes wrong down the road how good is the lifetime warranty???
Sincerely,[redacted]

We have contacted the consumer and we feel that this matter should be resolved within the next 30 days.

Revdex.com:
 
The company has lied. First off, yes, they have had contact with me with their very aggressive sales agent.
Second, they have contacted my mother multiple times beyond 8/5/16. They have called on 9/16/16, 9/19/16, 9/20/16 9/22/16, 9/26/16, 10/5/16, 10/6/16, 10/12/16, 11/2/16, 11/9/16 (twice), 11/10/16, 11/11/16 (twice), and 11/12/16. That is a total of 15 times. It is completely uncalled for. I didn't know that a flat out no means to call me multiple times.However, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as long as they keep to it. If they don't, I WILL file more complaints.
Sincerely, [redacted]