A Touch of Construction

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[.]Sorry it has taken me some time to respond. We have put much thought into where this is at and where we see it going and whether or not it’s in our best interest to continue this banter back and forth with the business. However, *** has put us in a position to defend ourselves on topics completely unrelated to the issue we contacted him for. We do believe we will continue to agree to disagree on the topic of concern this complaint was originally for. We do hope that just the pictures of some of the work will speak for themselves. However, I do not feel that it is appropriate or professional for *** to try and discredit my character as a customer of his or other companies we have done business with. *** has chosen to deflect from the original issue we have by making us the issue. Since *** mentioned it, I will share with you the correct information about our experiences with the other local business’ he had mentioned. We did have plank flooring that was installed around November of 2017 that started to gap and lift just weeks after being installed. After a month of seeing the issues get worse, *** made a call to the business who got someone to our home within a couple of days. The gentleman that came to our home took pictures and assessed the issues and took that information back to the office. They then contacted Shaw Flooring, the manufacturer of the flooring we purchased who then put the boards through testing and checked other like product for the same defect. After doing the testing and things on their end, Shaw Flooring deemed that product as a manufacturer defect and recalled it. At that time we were given the opportunity to select similar flooring and they would replace and install at no charge to us. They remained professional and very apologetic during this process and that is why we will continue to use their services in the future. At no time did we have a personal issue with the company as they took great care of us. Did we have hail damage in May along with the rest of the houses in our area? Were there issues with some of the work that had been done by the contractor we chose? Did *** and I have a conversation about some of the issues? Yes, all of this happened. But the conversation about our experience only took place after *** brought it up outside one afternoon when he said I hope you didn’t spend a lot on the siding because it doesn’t match. At that time we did talk about what happened with both the contractor and the insurance company. I even showed *** a couple of pictures of work that had been done that we were not satisfied with at which *** couldn’t believe someone would do such horrible work on the siding. But the thing *** is forgetting to mention about that conversation is that the contractor never gave up on it until we, the customers were satisfied with it. And to this day, we have had that contractor call and checkup on things to ensure we are still as satisfied today as we were the day we did our final walk. Regardless of how we felt and what a long terrible process it was for us and the rest of our neighborhood, our contactor hung in there to make sure no detailed was overlooked and the finished work was to our satisfaction. Again, another reason why we will recommend him and his team to others in the future, he took great care of us regardless of the circumstances. Now to call us greedy and how we overspent on the materials he had budgeted for. I’m confused by that as *** purchased all the materials besides our bathroom fixtures. *** had plumbing budgeted for $1,500 to include all materials and install. We were given the go ahead to buy the faucet, vanity and toilet ourselves but not to exceed $1,000 or we would be responsible for the rest. We did spend over that $1,000 budget and absorbed the rest ourselves without question. We knew we would have to do that and there was no problem with that. The only other thing I can recall about being over budget was when it comes to the ceiling tiles. I had asked *** 3 different times what price point we should be looking at while trying to select the ceiling tiles. Not once did he give me a number. Each time he would say mid-range. Well I don’t know what mid-range on ceiling tiles is. We picked out our first type of tile and it was 1’x1’ square tiles. *** had expressed his concern with the size as it will take twice as much to complete with both tiles and grid work. So we went back and found a couple of selections of the 1’x2’ options and sent them to ***. He was now concerned about the unit cost of this product being higher than he had budgeted for. In the same text message, *** had said if we gave him an additional $350.00 to cover the difference he would be ok with it. So that is exactly what we did. I have all of this conversation in a text message though it was never a rewritten bid as ***’s contract states. At that time there was no reason we felt that would need to be done as we were in agreement and he signed off of the check that was written for that part of the project. Now I know *** had issues throughout the project when I would ask questions or stress concerns we may have had. However, isn’t it ok to do that as the customer? I had to communicate with *** 90% of the time as *** works out of town and is gone 70+ hours a week. Had I not been the one asking all the questions would *** feel the way he does? I personally don’t think so. And why does he have such an issue with me, I have no idea. I have two months worth of text messages I had sent showing our appreciation and thanking him constantly for what he was doing. Making sure he knew we appreciated the time he was spending in our home and helping finish our basement. Making sure we always had a full refrigerator of bottled water and soda for them to drink each day. And even calling and having pizza delivered one afternoon so they didn’t have to go through a drive thru for lunch. At no time did I ever send him disrespectful messages or speak to him in a disrespectful tone. I don’t think *** can say that about that himself though. Being rude to me on the phone when I had questions about the progress of the project and telling me we had unrealistic expectations of what we expected out of him. Even making me cry as I have never had someone speak to me the way he did. All customers are going to have a level of expectation and satisfaction when they are paying to have something done to their home. Spending $10 or $20,000 shouldn’t make a difference. I had attached some pictures to a prior email showing you the concerns we have with some of his finished work. I don’t believe anyone who had this type of work completed would be satisfied. Everything up to that point was fine and we are happy and were able to communicate about the project. We knew *** was stressed financially as he talked about it almost every time we spoke the last couple of weeks. This also changed how much time he was spending at our home due to picking up extra work and not being able to be at our home or having to leave just a couple of hours after getting there. We did feel that *** was starting to hurry to get things done and that is when the final details were overlooked and left in poor quality. We wanted to talk to *** about it. He was supposed to come back that final evening and changed the time and then cancelled all together. I tried to text and call *** the next night per his request and that is when he refused to come back and told us any additional work would need a new bid. What was such a great experience was taken away because *** got frustrated for whatever reason and wouldn’t communicate with us any longer. This really could’ve been handled very easily and we wouldn’t need to even be doing this. I contacted the Revdex.com because *** wouldn’t communicate any longer and wouldn’t do a final walk to allow us to point out the things he left unfinished. He knew, he just doesn’t want to deal with it. He would rather wash his hands of it. It really is too bad, we really did trust *** and his team and I thought he felt the same way but apparently that isn’t the case. We do appreciate the great work *** and his men did for us and all the long and stressful days they spent at our home. We just wanted the remaining work to have been finished the way the other 95% of the work was done and to be able to communicate without taking our concerns personal. But it unfortunately got to a point where he was no longer able to do that. Thank you so much for your time and I am sorry this is so lengthy but we felt it was in our best interest to make sure the information you had was accurate.

Regards