The client, *** ***, has complaints that span over five pagesOur response to this compliant can be summarized as ***'s attempt to force us to give her credits to reduce the final invoiceThe facts surrounding this complaint revels this*** filed a claim a few years ago and did
not due the work but instead spent all the insurance money she receivedThis is what she told me when we wrote the contractWhen I met ***, the girlfriend of a close friend, she had a new insurance claim due to a hail stormThe roof was a complete loss as were other area of her homeI met USAA twice to settle the claim*** was denied the roof as USAA had paid for the roof on the previous claim, This is when she told me she had hardship at that time and spent the moneyIntegrity Xteriors agreed to do the insurance claim for the final insurance settlement proceeds plus an out of pocket amount for the roofShe agreed and signed our contract We never collected any pre-paymentWe collected one payment to date upon completion of the new roof and guttersAt the time of this reply we have an outstanding balance of $(see attached) The day this complaint was lodged we were onsite doing her punch list for the third timeMany items have nothing to do with the contracted work or were items that were added from the previous punch list day when we were on site I called *** and she made me talk her boyfriend, my friend who referred her, ***I asked *** if they were happy with the completed punch list and if so could he please give the final invoice check to the ** ** *** who was on site to ensure she was satisfied*** then proceeded to tell me that *** again had financial hardship and had to spend the insurance money and could not pay usI offered a solution-a payment planIn return I asked if they could respond to the Revdex.com that this complaint was resolved*** refused, and still owes the balance. There are so many items on this complaint that are factually wrong that we will narrow it down to just a couple since again this is simply a case of *** spending the insurance proceeds and can't pay for the work completed. First, the paint color was ***'s choice-she handed me a *** *** brochure with a color name and color code-** *** *** ***We only use *** *** so we are not even familiar with her color choiceWe only have an account with *** ***She really wanted a grey color paintThe name of the paint she gave me has grey in the name We painted 90% of the house this color before she said she not only didn't like the color but she never chose this color I have no idea how to respond to this? To keep with our name-Integrity, we re-painted the entire house at NO CHARGEWe had to start over and wait a week for her to choose a new colorThis was a huge expenseI kept asking her to acknowledge that this was a mistake that she could have made due to the heavy medication she was on from her surgeryShe would never accept that this could have been the problem.Second, the house and yard were in complete disrepairand the yard had gopher holes all over it*** had gopher sirens in the yard to scare them offThere were holes dug everywhereShe blamed the holes on a dog that visited the site one dayThe dog belong to our window installer and was in his truck*** told the dog owner he could put the dog in the back yardNow she blames the holes and a tree falling over on the dog digging-not the obvious gopher issueI credited her a new tree and paid for labor to install the treeI feel this was disingenuous on her part*** blamed us for an outlet that didn't work and demanded we fix to get our final invoice paidWe did and discovered that the issue was in the wall behind the plug and that it was already on the insurance claim It was already brokenSince it was on the claim I am wondering why she blamed us for damaging it?The fence was included to power wash and stainThe fence gate was hanging off the hinges and in such a state of neglect that the insurance refused to include it in the claimWe needed to use it to access the the back yard to paint and do other repairsWe offered to fix it for FREE for herThe gate got broken after we had fixed it when we were using itThe wood rot made it hard to fix, but again we got it workingWe even replaced the hollow metal gate latch with a solid metal stainless steel latch to reduce rustingThe gate was repaired for over a month before she added this to her punch list as being not up to her standards and wanted us to replace the "cheap" gate latchI said she could go buy one and we would put it oneShe did not and after this complaint sent me an invoice for a gate latchI reminded her we did this repair including the latch for FREEI don't know how to credit free?We sent the final invoice on June 8, when had been there to do a final punch list previouslyShe asked for a breakdown-I am not sure how to break this down more than it isWe use this invoicing software for hundreds of other clients and have yet to have anyone confused. Communicatiototally agree that she had multiple surgeries, therapy, stays with her mom, and dad, and had workShe assured us that even though this was the case that she would make sure if she could not be home that her mom, ***, or someone would be available for accessWe called many times, emailed, text, showed up when we said we would to find no one home, or they would come lateThen *** would get mad and send me three page emails about how rude we were for "just showing up", even though we would call and leave messages like we had agreed to in the beginningAfter many mis-connections the crews wanted to ensure someone was home before they made the trip overThen *** would complain that we were late and made her come home for no reasonWe just simply wanted confirmation someone was on site.There is a door replacement, and coach lights to be hung up on the claim, however, we declined to do further work on the project after we were informed that *** had spent all the insurance moneyWe credited these items back to *** and never presented an invoice for this work. There was a window complaint was prior to us completing this tradeShe emailed me about the install needing drywall repairs and the cleand I replied in less than minutes that we were on the way to clean up and do the repairsWe would need access and please contact us and we would come right then*** refused to reply to our emails and phone calls for daysThe drywall was only corner beading that was dinged in the attempt to remove the old windowsThis was very minimal and no drywall repairs were ever neededThe clean up she referred to as "sawdust" filling multiple trash and vacuum bags makes no senseWe replaced windows no wood was even cut-they are vinyl windowsAgain, it is hard to see her concerns if she refused to answer our calls or emails to arrange access to complete the window trade. To conclude, we agree the communication plan could have been betterHowever, when you ask our company to do $of work knowing you don't have the money to pay for the work it seems there is more to this complaint than meets the eye.*** agreed that on the 27th of July we had completed all the items we invoice her for to her satisfactionNow we just need to have her meet her obligation and pay the balance due
The client, *** ***, has complaints that span over five pagesOur response to this compliant can be summarized as ***'s attempt to force us to give her credits to reduce the final invoiceThe facts surrounding this complaint revels this*** filed a claim a few years ago and did
not due the work but instead spent all the insurance money she receivedThis is what she told me when we wrote the contractWhen I met ***, the girlfriend of a close friend, she had a new insurance claim due to a hail stormThe roof was a complete loss as were other area of her homeI met USAA twice to settle the claim*** was denied the roof as USAA had paid for the roof on the previous claim, This is when she told me she had hardship at that time and spent the moneyIntegrity Xteriors agreed to do the insurance claim for the final insurance settlement proceeds plus an out of pocket amount for the roofShe agreed and signed our contract We never collected any pre-paymentWe collected one payment to date upon completion of the new roof and guttersAt the time of this reply we have an outstanding balance of $(see attached) The day this complaint was lodged we were onsite doing her punch list for the third timeMany items have nothing to do with the contracted work or were items that were added from the previous punch list day when we were on site I called *** and she made me talk her boyfriend, my friend who referred her, ***I asked *** if they were happy with the completed punch list and if so could he please give the final invoice check to the ** ** *** who was on site to ensure she was satisfied*** then proceeded to tell me that *** again had financial hardship and had to spend the insurance money and could not pay usI offered a solution-a payment planIn return I asked if they could respond to the Revdex.com that this complaint was resolved*** refused, and still owes the balance. There are so many items on this complaint that are factually wrong that we will narrow it down to just a couple since again this is simply a case of *** spending the insurance proceeds and can't pay for the work completed. First, the paint color was ***'s choice-she handed me a *** *** brochure with a color name and color code-** *** *** ***We only use *** *** so we are not even familiar with her color choiceWe only have an account with *** ***She really wanted a grey color paintThe name of the paint she gave me has grey in the name We painted 90% of the house this color before she said she not only didn't like the color but she never chose this color I have no idea how to respond to this? To keep with our name-Integrity, we re-painted the entire house at NO CHARGEWe had to start over and wait a week for her to choose a new colorThis was a huge expenseI kept asking her to acknowledge that this was a mistake that she could have made due to the heavy medication she was on from her surgeryShe would never accept that this could have been the problem.Second, the house and yard were in complete disrepairand the yard had gopher holes all over it*** had gopher sirens in the yard to scare them offThere were holes dug everywhereShe blamed the holes on a dog that visited the site one dayThe dog belong to our window installer and was in his truck*** told the dog owner he could put the dog in the back yardNow she blames the holes and a tree falling over on the dog digging-not the obvious gopher issueI credited her a new tree and paid for labor to install the treeI feel this was disingenuous on her part*** blamed us for an outlet that didn't work and demanded we fix to get our final invoice paidWe did and discovered that the issue was in the wall behind the plug and that it was already on the insurance claim It was already brokenSince it was on the claim I am wondering why she blamed us for damaging it?The fence was included to power wash and stainThe fence gate was hanging off the hinges and in such a state of neglect that the insurance refused to include it in the claimWe needed to use it to access the the back yard to paint and do other repairsWe offered to fix it for FREE for herThe gate got broken after we had fixed it when we were using itThe wood rot made it hard to fix, but again we got it workingWe even replaced the hollow metal gate latch with a solid metal stainless steel latch to reduce rustingThe gate was repaired for over a month before she added this to her punch list as being not up to her standards and wanted us to replace the "cheap" gate latchI said she could go buy one and we would put it oneShe did not and after this complaint sent me an invoice for a gate latchI reminded her we did this repair including the latch for FREEI don't know how to credit free?We sent the final invoice on June 8, when had been there to do a final punch list previouslyShe asked for a breakdown-I am not sure how to break this down more than it isWe use this invoicing software for hundreds of other clients and have yet to have anyone confused. Communicatiototally agree that she had multiple surgeries, therapy, stays with her mom, and dad, and had workShe assured us that even though this was the case that she would make sure if she could not be home that her mom, ***, or someone would be available for accessWe called many times, emailed, text, showed up when we said we would to find no one home, or they would come lateThen *** would get mad and send me three page emails about how rude we were for "just showing up", even though we would call and leave messages like we had agreed to in the beginningAfter many mis-connections the crews wanted to ensure someone was home before they made the trip overThen *** would complain that we were late and made her come home for no reasonWe just simply wanted confirmation someone was on site.There is a door replacement, and coach lights to be hung up on the claim, however, we declined to do further work on the project after we were informed that *** had spent all the insurance moneyWe credited these items back to *** and never presented an invoice for this work. There was a window complaint was prior to us completing this tradeShe emailed me about the install needing drywall repairs and the cleand I replied in less than minutes that we were on the way to clean up and do the repairsWe would need access and please contact us and we would come right then*** refused to reply to our emails and phone calls for daysThe drywall was only corner beading that was dinged in the attempt to remove the old windowsThis was very minimal and no drywall repairs were ever neededThe clean up she referred to as "sawdust" filling multiple trash and vacuum bags makes no senseWe replaced windows no wood was even cut-they are vinyl windowsAgain, it is hard to see her concerns if she refused to answer our calls or emails to arrange access to complete the window trade. To conclude, we agree the communication plan could have been betterHowever, when you ask our company to do $of work knowing you don't have the money to pay for the work it seems there is more to this complaint than meets the eye.*** agreed that on the 27th of July we had completed all the items we invoice her for to her satisfactionNow we just need to have her meet her obligation and pay the balance due