Big Buildings Direct

Cancellation Lab

Test only

TEST MODE — never sends email

← Historical review

Troy Luster #63594

FORMSTACKReviewedOver 72hForm received

Sales date

Unknown — not on Formstack

Sales date is not on the cancellation form

Cancel date

Oct 17, 2025

Formstack submitted (America/New_York)

Reason for cancel

Permit Denial/HOA Denial within 90 Days From Order

Request: Refund

Permit proof

Signed by government? NoFixable? Yes

No denial letter on file.

What we decided

HISTORY · never an input to decide()

Credit on file· outside_policy_default_credit

Sent credit-on-file letter. Sent mail to troy.luster@ergon.com: Good afternoon Troy, We can proceed with the cancellation and credit on file we will just need the following information to store the credit. Full Name: Email Address: Phone Number: Once we receive

2025-09-22T21:56:00Z · from cancellations@bigbuildingsdirect.com

Jacob / staff sent historically. Display only — not the policy proposal and not fed into decide().

Actual sent email (already sent historically)

From: cancellations@bigbuildingsdirect.comTo: troy.luster@ergon.com

Subject: Re: [EXTERNAL]Your cancellation form

Good afternoon Troy, We can proceed with the cancellation and credit on file we will just need the following information to store the credit. Full Name: Email Address: Phone Number: Once we receive

Snippet only — full body not yet loaded for this thread.

What the app recommends

Policy engine decide()

Need documents

70% medium

Open the uploaded file — a filename is not a government-signed denial

Open the uploaded file; a filename is not a denial. An attached file (including names like denial.pdf) is not a government-signed unfixable permit denial until a person has opened the actual file and confirmed it is official. Stay need_docs until reviewed.

From order-form rules + opened permit file. Independent of Jacob's sent mail.

MISMATCH

Jacob sent: credit_on_file. Policy proposal: need_docs (need_open_uploaded_denial).

Manufacturer

—

Sales rep —

Order total

—

Deposit

—

Manufacturer, deposit, order total, and signed order form stay empty until a live read-only order-app pull. Unknown money shows —.

Gmail related to #63594

READ ONLY · never sent from this lab

cancellations@ threads matched by order number, then customer email. One cancellation case per order.

  • Cancellation Form

    Oct 17, 2025, 10:27 AM · noreply@formstack.com

    Jacob / staff sent

    Formstack Cancellation Form · order 63594 · Troy Luster

  • Re: [EXTERNAL]Your cancellation form

    Sep 25, 2025, 5:01 PM · Troy.Luster@ergon.com · 5 messages

    Inbound

    Good evening, I was told by phone if I cancelled I would be refunded before I paid the dept, no one mentioned on line credit. I want a refund I didn't purch

    1. StaffSep 17, 2025, 10:07 AM · cancellations@bigbuildingsdirect.com

      Hello, We are sending over a link to your cancellation form. Please be sure to fill out all required fields in order to

    2. InboundSep 18, 2025, 12:18 PM · troy.luster@ergon.com

      Hello, Please example the online credit with it being cancelled after 72 hours. Troy From: Cancellations Department <

    3. StaffSep 22, 2025, 5:56 PM · cancellations@bigbuildingsdirect.com

      Good afternoon Troy, We can proceed with the cancellation and credit on file we will just need the following information

Formstack form

Original payload

Every field from the Cancellation Form. Policy proposal still uses order-form rules plus an opened file — Jacob's sent email is comparison only.

Building order number
63594
Name
Troy Luster
Phone
16018310893
Email
troy.luster@ergon.com
Reason (dropdown)
Permit Denial/HOA Denial within 90 Days From Order
Reason (free text)
—
Request (refund vs credit)
Refund
Credit checkbox
Not checked
Submitted time
10/17/25 10:27 AM · form Oct 17, 2025 09:24 AM
Doc names
120354023_hoa_violation_form_luster.docx, uc, 120354023_uc.bin
Local files
None on disk
Drive / doc URLs

Attachments

0 local · 1 Drive link-only · order #63594

Local files are served from data/formstack-docs/63594/ in TEST MODE. A signature is not a denial letter. Filenames never set government-signed.

Drive links (no local file)

Facts

Imported from Formstack Cancellation Form (thread 199f2912263e7173). Submitted 10/17/25 10:27 AM ET. Request: Refund. Credit checkbox: not checked. Docs mentioned: 120354023_hoa_violation_form_luster.docx, uc, 120354023_uc.bin. Signing date of the original order is unknown — lab does not auto-refund on 72h. TEST MODE, email NOT SENT.

Permit notes: Permit/supporting docs attached on Formstack (filenames only — not opened): 120354023_hoa_violation_form_luster.docx, uc, 120354023_uc.bin. A filename is not a denial. Opened actual uploaded file (Brandyn Wnukowski).

Signed contract
Yes
Signed at
Unknown (need dates)
Cancel requested
2025-10-17T10:27:00-04:00
Hours since signing
n/a
Days since signing
n/a
Habitable
No
Wants refund
Yes
Permit denial alleged
Yes
Permit file uploaded
Yes (120354023_hoa_violation_form_luster.docx, uc, 120354023_uc.bin)
File opened in lab
Yes
Government-signed denial
No
Unfixable
No
Engineered plans required
No
Engineered plans purchased
No
Variance required
No
Setbacks can be met
Unknown
Punch list
No
Vendor fail
No
Process error
No
Legal / BBB / AG / chargeback
No
Missing reason
No
Credit offered / completed
no / no
Refused credit checkbox
Yes

Permit doc review

TEST MODE. Open the actual uploaded file. A filename is not a denial. Saving writes data/store.json only — never email, never live cancel-app. Bulk file-open reviews from data/permit-doc-reviews.json hydrate here when that file exists; they never set government-signed from a filename.

Filenames

  • 120354023_hoa_violation_form_luster.docx

    No local file — use the Attachments Drive link (TEST MODE)

  • uc

    No local file — use the Attachments Drive link (TEST MODE)

  • 120354023_uc.bin

    No local file — use the Attachments Drive link (TEST MODE)

Status: Opened, not official

Reviewer: Brandyn Wnukowski · opened permit-doc-reviews.json

Manager check

One-click Agree is the future “manager checks the bot’s work” action. These buttons only write local test-decision records. They do not send email and they do not move money.

Override (with note)

Draft customer email

NOT SENT

Subject: Cancellation request — additional documents needed

Hello Troy Luster,

To proceed with a refund under the permit-denial policy we need a copy of the permit denial or written confirmation from your building department. A plot plan alone is not enough.

Our management team typically requires written confirmation from the building department — even a forwarded email stating the lot cannot take the building.

Please reply to this email with that document attached. Review takes 1–2 weeks after we have what we need.

Big Buildings Direct
Cancellation Department
Email Only: cancellations@bigbuildingsdirect.com
1515 N Marion St
Tampa, FL 33602