Complaint about Pacific Home Remodeling, Inc. Los Angeles, CA

February 27, 2006

Complaint about

Pacific Home Remodeling, Inc.

12658 Washington Blvd.

Los Angeles, CA 90066

company email Email User

Tired of dealing with company, nothing has been installed, want full refund

of $2,993.00.

On 9/9/05 entered into contract for 2 doors, 1 French door to replace a

sliding door and 1 Entry back door. So far they have charged our credit

card a total of $2,993.00 and we have neither door installed yet (172 days

after contract). The terms and conditions of the contract state they will

be substantially complete in approx 90 days and we want a full refund.

They have arrived to install doors on three separate occasions but have had

the wrong type of door or the wrong size each time. The installer each time

re-measured for the doors, contacted their office, and assured us that they

would get everything straightened out.

They have shown up for appointments that they had cancelled a day or two

before, not shown up when they were scheduled, and almost never returned

phone calls. We have requested a full refund in writing and they did not

respond. I have phoned and asked who to talk to about getting a refund and

was told “I don’t want to say anything that will be used against me” by

Emily.

They claim to have the correct French door and will have the correct back

door in 3 weeks. They want to come out and install the French door now and

I told them no that we want a full refund.

Here is a summary of our ordeal:

9/09/2005 Date of initial sale by Heidi Sammons.

9/11/2005 PHR representative arrives without appointment to measure for

doors. I ran home from work to meet the guy.

9/12/2005 Call sales representative, Heidi, to confirm measurements were

made correctly and leave message for Heidi to call. We then contacts

“George” at PHR office. George schedules Joseph to confirm measurements on

10/03/2005 between noon and 3pm.

10/03/2005 No show no call from anyone at PHR.

10/05/2005 Call Heidi and leaves message for her to call.

10/15/2005 Receive credit card statement with billings for $598.00 and

$2,395.00 from PHR. We call Heidi to discuss billings and find out what is

going on with measurements and leave message to call. Heidi returned call

and stated doors had been ordered. Scheduled installation for Friday,

10/21/2005.

10/20/2005 PHR phoned to reschedule installation for Saturday, 10/22/2005.

My wife called PHR to confirm new schedule and discuss measurements. PHR

representative stated they were going to call us and they needed to cancel

installation scheduled for 10/22/2005. Rescheduled for 11/11/2005.

10/22/2005 Installers arrive even though PHR had rescheduled for 11/11/2005.

Back door was approximately 2” too short and the French doors did not have

beveled glass. Doors sent back with the installers and PHR was to call us

Monday, 10/24/2005 to obtain correct material and reschedule installation.

During following week PHR stated the correct doors would be ready and

rescheduled installation for 12/02/2005.

12/02/2005 PHR rescheduled installation due to “chance or rain” for

12/17/2005 between 8:00am and 10:00am.

12/17/2005 Installers arrive around 11:00am. Jose measures back door and

stated that the door is too wide. We then discover the door has no window.

The French doors that they brought were only the beveled glass and no doors.

Jose assured us that he would personally talk to “Ed” the “Production

Manager” and get all straightened out Monday 12/19/2005 and that they would

call us to reschedule.

12/22/2005 Called PHR at 10:00am they stated someone would call back. We

called again at 3:30pm and were told that PHR would call us back on

12/27/2005 with everything figured out.

12/27/2005 No call from PHR. We called them at 3:50pm and they stated they

would call back. At 5:00pm we called PHR again and Jennifer stated that

doors and glass are accounted for on inventory but waiting to confirm

location. Jennifer stated that she would contact Jose about back door to

get corrected door ordered and would call us back the following day.

12/28/2005 Jennifer rescheduled installation for 1/02/2006 and assured us

that everything would be corrected.

1/02/2006 Rain so no installation

1/05/2006 Jennifer left message on our home answering machine that

everything should be in next week and that she would call us to reschedule

Mon or Tue of following week.

1/12/2006 Hadn’t heard from PHR so we phoned them. Was told that Jennifer

was sick so we asked them to have someone call us to find out what was going

on with the doors.

1/23/2006 Nobody had called us back yet so we phoned and asked for Jennifer

at 10:30am and was put on hold. Ed picked up phone so we explained to Ed

that we were waiting for a rescheduled installation date. Ed took our phone

numbers and stated that he would have Jennifer call us back.

1/24/2006 Called PHR at 10:40am asked for Jennifer and was told Jennifer was

in a meeting. Asked for Ed and was told that Ed was not “in”. Asked who we

were speaking with and was told “Sunshine”.

1/25/2006 Called PHR at 10:30am. Spoke with Ed who promised to call back.

Ed called home number and left message that he “found” French doors at

installers and is checking for scratches. He also stated that he is still

trying to “fix that situation” on back door and would call us by end of week

to reschedule.

1/30/2006 Called PHR at 10:00am. Was informed that Ed was not “in” so left

number and asked that he call.

1/31/2006 Called PHR at 12:30pm. Left message for Ed informing him that we

were getting irritated about them never returning calls and that PHR is not

fulfilling their contract. Requested that Ed call us back ASAP and that we

would like a refund.

2/02/2006 Called PHR again had to leave message for Ed to call and again

stated that we would like a refund.

2/06/2006 Called PHR at 3:15pm and spoke with Ed. He stated never received

messages regarding our previous calls and the reason that he did not call us

as promised was because “he had nothing to tell us”. We told Ed that we

were tired of dealing with PHR and we would like a refund. Ed stated that

he could not do that, and we would need to contact “a salesperson” about a

refund. Ed stated that he would give our number to “them” and that they

would call us. When we arrived home that evening, there was a message from a

male voice that stated he had spoke with Ed and they had our doors and for

us to call them to reschedule the installation.

2/07/2005 Called PHR and spoke to “John” he verified that they had all the

doors, the back door and the French door ready to install. Scheduled

installation for Monday, 2/13/2006 at 10:00am.

2/13/2006 Installers arrived at 8:30am. The back door was a solid door with

no windows and was 2” too short. The French doors were a single French door

with two side panels instead of the Double French door ordered. The

installer called the office then let me speak to the girl on the phone. I

stated that the doors are wrong again and that we would like a refund. I

informed her that I would put my request in writing and send it to the PHR

office.

2/14/2006 Mailed letter (Certified Mail with Return Receipt) to PHR

requesting a full refund.

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