Company Response
8/23/2021
Thanks for taking the time sending me your clients complaint. Attached you will find signed agreement for the services Mr. Chikusa contracted us for on January 13, 2021. In fact, we have been very patient with your client. We've been trying to refund him for weeks, he just hasn't been able to sign our non-disparagement agreement. In short, I've been trying to communicate with Mr. Chikusa regularly via telephone calls which by the way are all recorded. On several occasions we've been trying to settle this probably for the past 4 weeks or so. I will start at the beginning explaining everything that has taken place since Mr. Chikusa contracted business with RemodAZ. On January 13, 2021 Sales Representative Gary Miller sold Mr. Chikusa 9 windows and a Tankless Water System including labor, stucco work and installation for $15,173.00. RemodAz subcontracted Water Heaters Only Company to get Mr. Chikusa's requested tankless water heater, Mr. Chikusa ended up going with something else opted for a 40 Gal tank and a Recircling Pump instead of the original plan because he wanted instant hot water. Which at this point was out of our control since that is what he ended up going with and he agreed and gave permission to do so with the subcontractor doing that job. This job was paid by RemodAZ over the phone using Tammy Robinson's credit card, please attached receipt.
That being said, for weeks I've been trying to communicate and trying explain to Mr. Chikusa that RemodAZ paid for the Water Heater and Circulating pump not him. For weeks he believed he had paid for it without been able to produce any kind of evidence or proof that he paid for this service himself. We have credit card statements and proof that we in fact paid for this service we also had to dig through the records from Water Heater Only comany as well to make sure we had the correct information to be able to be 100% certain that we paid for the services not Mr. Chikusa.
As for the windows, Mr. Chikusa contracted RemodAZ on January 13, 2021. Typically window jobs with standard size windows and in standard color white can take approximately 12-16 weeks to be made. Since Mr. Chikusa's order contained special size windows in special color Tan this would extend lead time. At the time, Tan colored windows were running behind due to Resin shortages to make the Tan color he wanted. Specialty windows typically can take anywhere between 18-24 weeks and this lead time would place Mr. Chikusa's windows right at the peak of the covid-19 pandemic during mandatory shut downs, manufacturing delays, supply chain issues, completely throwing the entire remodeling industry off across the entire country.
That being said, Mr. Chikusa did not wish to wait and instead decided to opt out of his contract around June 2021. If you see the attached copy of Mr. Chikusa's agreement you can clearly see on Item #2, Item #16, and Item #17 the terms and conditions as well as financial responsibility for both the contractor and the customer.
RemodAZ has not violated or purposely taken negative action towards the client as we have been very patient and have been trying to refund Mr. Chikusa for services that have already been paid for. For us we pay the manufacturer in advanced whether or not the windows get here on the expected lead time or not. On top of it these windows are custom sized windows not stock size or basic color white. We cannot reuse or resell custom colored windows to anyone else because there are irregular sized, etc.
I tried to explain this several times to Mr. Chikusa over the phone and he strongly believes we are purposely trying to take advantage or take his deposit which we have already offered a refund of $2,000 for the getting him out of his contract. If you read item #2, #16, and #17 you will see that technically Mr. Chikusa should pay for most of his contracted amount as we already paid for the windows in full and they will be getting here eventually. But we are really trying to work with him by not having to charge him the remaining $7,586.50 he technically owes according to the contract he signed.
Mr. Chikusa paid a down payment of $7,586.50 of which RemodAZ fronted the rest to pay for his windows in full as I already mentioned. We are providing him with a refund of $2,000.00 as he has already stated he contracted another window company to do the same exact job, which by the way the lead times right now for specialty windows with specialty color are beyond 8 months at this point. As I stated before the windows will be here, the latest ETA from the manufacturer is approximately in Oct/ Nov.
We've done our part and we will no longer continue to take the threats as we are doing our best Mr. Chikusa has already purposely posted ill messages online and has contacted the Better Business Bureau on issues that are clearly not our fault and as item #2 on the contract states, "All surplus materials is the property of a contractor installation of all products
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