They didn't address the new holes that they put into our existing roof when they put plastic on it. They also didn't list adding flashing where the window meets the roof, removing nails left in woodwork around windows, window repair and monies due to damage caused to interior from negligence of leaving holes exposed.
In response to the complaint filed by Ms. [redacted], it is my intent as the owner of this company, to diligently and thoroughly research the matter and attempt to determine the facts of each individual case. I care deeply about every single customer that walks through my door,...
so when I get a complaint from someone, I work as hard and objectively as humanly possible to either substantiate and rectify the i**ues, or disprove the allegations and attempt to reason with the customer making the complaint.There are times which my company does fall short of what I know to be high expectations, and when this occurs, I want to make sure my customer is acknowledged, treated as I would like to be treated myself, and work quickly to find a solution to help mitigate the frustration, or in some cases damages, for my homeowner. My staff is well aware of the expectations and responsibilities I entrust them with. Any time a customer has an i**ue, it immediately works its way through a chain of command, so that it may be properly addre**ed. I require my workers to thoroughly document each and every conversation they have with my customers, so that when issues do arise, I may have a clear picture in order to make a good, sound decision, that is fair for all parties involved. I consider myself a very fair and reasonable person, and I will never hesitate to admit when we fall short and I will always do the right thing to make the customer whole again and as happy as possible.I understand times are difficult right now in this economy and I know myself to be very blessed by the Lord, Christ Jesus. Our family has been blessed many times over and it is very important to us to live like Christians, always remembering that we are to act with kindness and generosity to our fellow neighbors. Knowing how blessed we are, my family wanted to find a way to help our fellow neighbors find a way, and a means, to repair or replace items on their home requiring attention. We know that everyone deserves to have a good and sturdy roof over their head, among other things that help protect their dwellings, such as gutters and siding. We also know not everyone has thousands and thousands of dollars to pay for these expenses when they come up. It was this very reason our family wanted to find a way to help those in need. Because not everyone can secure traditional financing, or credit cards, we thought to ourselves.... "what if we could SELF FINANCE these projects, with the many blessings our Lord has given to us." In order to do this, we knew we had to make the payments affordable for our customers, forgive any negative behavior shown in their credit history, and we also had to take courage knowing the Lord would protect us from wrong-doers who have it in their mind to utilize our service, then decide to not pay us back the money we have loaned them for their project. In order for us to forgive past negative credit behavior, I told my staff not to even conduct a Credit Check. I also will not charge interest to my customers, allowing every dollar paid toward their balance, to come right off their principal amount owed.So, in 2015 alone, we self funded nearly 200 projects from many grateful families, which made the entire decision to spend our own money to help others worth it. Nearly every single person showed a tremendous amount of gratitude and humbleness as we closed those deals and began scheduling these projects. I will admit, not every project went as smoothly as we all hope for, but we always did our best to make things right and address i**ues as they came up. My father started this company nearly 30 years ago and never once had to advertise to keep his family provided for. I still carry his same mind set to this very day, and it hurts me deeply to see any customer file a complaint on my company. I spend a lot of time, energy, and money on putting systems in place for my customers who may have issues come up, so that they know we care about them and someone will always be here to fix it, or explain it to them. Having said all of this, and now knowing how MUCH I genuinely care about my customers, I began digging into Ms. [redacted]'s file for answers.Ms. [redacted] came to us on July 13, 2015, and was looking to have her roof replaced, among other things. She was very interested about our financing, and was one of the main contributing factors for her coming to see us. Now I believe that in order to be a successful company, two major things must occur for your customers. Good Communication, and Complete Transparency. For those of you who are reading this who are interested in seeing the timeline of events for Ms. [redacted], I encourage you to scroll towards the bottom of this explanation and look at our internal notes completed by my staff, each and every time they had a hand in Ms. [redacted]'s project, regardless of how small it may be. I have posted our complete interaction history with the public because transparency is the only way for an individual to draw a logical conclusion about a situation. After I concluded my internal audit of Ms. [redacted]'s file, and speaking with many individuals of my staff and crew, and from my own personal dealings with Ms. [redacted], I have found no wrong doing on the part of our company. I will admit there may have been a bit of misunderstanding as it relates to the payment withdrawal's from Ms. [redacted], but even this is hard for me to grasp, because everything relating to our agreement with Ms. [redacted] is in writing, and signed or initialed by Ms. [redacted] herself... including the payment plan agreement (which is attached to this response).I conclude that my staff has followed the expectations and standards that my father and I have set in place, and although I am saddend to know Ms. [redacted] is frustrated with my company, there is little I can do to achieve her desired settlement of a refund. I believe that we have gone out of our way to try and help Ms. [redacted] and her situation. She desperately needed a roof on her house, and we were able to find a way to make it work with her budget. I believe Ms. [redacted] first became upset with my company when her first payment, in November of 2015, did not clear and was returned as Non Sufficient Funds (By her own admission she states this in her complaint). This is where I do agree there may have been some misunderstanding on whether or not her payment was to be taken out upon signing, or to wait until the scheduled due date of November, 5th. Because we schedule projects in order of deposits recieved, and because of how much Ms. [redacted] was in need of a roof replacement, she had given permission to run the payment so that she may get on the schedule 4 days sooner. (I am aware she disputes this fact, but none the less, we still continued to work with her. We waived all fees associated with this failed transaction, and despite entering into a 10 year deal with Ms. [redacted], and her first payment failing even before starting her project, I chose to overlook it because I wanted to help Ms. [redacted] and her situation) Please remember, there are no banks funding us the money to complete her project. I am literally taking the money out of my family's own pocket, and paying for the labor and material up front, leaving me vulnerable to a potential loss of thousands of dollars, on her project alone... not to mention the other 200 deals we self funded. Additionally, I allowed this transaction to proceed for Ms. [redacted] without even evaluating her credit.After this transaction failed, it is clear Ms. [redacted] was very upset with us and it never seemed to get any better from that point forward. I openly apologize to Ms. [redacted] for this causing an overdraft to her account, but I believe we did everything we could to try and do what we thought was the right thing, at that time. (That was to waive the fees we charge for NSF transactions, and to allow the financing of her project and not terminating the deal at this point before we even started) Quite frankly, this is the first time I have heard that she is still upset with us, by reading her Revdex.com complaint.Ms. [redacted] has also filed a complaint on us regarding the damage to the fence of her "hogs/pigs", which has allowed them to escape. Although this is difficult to prove or disprove, we do have photographs of the property before we began and after we finished. To the best of our knowledge, we did not do any damage to her fence. Furthermore, her first complaint that her pigs were even loose was on December 2nd, 2015. Our crew finished her project on October 26th, 2015. So even if we DID damage her fence, which I find highly unlikely due to the fact that we have several jobs to do, and do not have time to horseplay and goof off on job sites, then why was there over a MONTH that had gone by and no mention of the fence had ever been brought to our attention.Although Ms. [redacted] has written some pretty strong allegations about our company, I think it's also important to note that her 2nd payment failed as well, showing Non Sufficient Funds (NSF). This occurred on December 9th, 2015. Despite the monthly failed payment of $179.00 for the second month in a row, I still continued to work with Ms. [redacted] and allowed her time to get cash together to settle the failed transaction. By this time, we had done her entire roof, paid the labor, paid the material, and we have only collected $358 dollars from Ms. [redacted], spread out over 2 months, both of which had failed payments. Yet I still continue to work with her in a professional and non condescending manner. On December 15th, when we called to ask [redacted] about her second failed transaction, she was rude to my office girls and made the comment "I knew that's the only reason you were calling me". Yet again, I still waived her fees for her that we were charged by our bank.On top of all of this, despite us denying that we ever damaged her fence, I made the decision to have one of my crew go over to her house and fix her fence for her, at my expense. This occurred on January 5th, 2016. Shortly after my crew arrived I recieved a phone call from my foreman that said Ms. [redacted] was rude with them and asked why they were there. When he responded politely to her, she became even more rude and nasty and told them to get off her property, then told her daughter to close and lock the door. Please keep in mind, at this time, no Revdex.com complaint was ever filed.... I was just doing what I thought was the right thing to do, even IF I didn't believe my company was at fault. Sometimes it's better to bite your tongue and pay to have the i**ues addre**ed, EVEN IF you are 99.99999% sure the issue is either NON EXISTENT, or not our fault. Even by trying to do this for Ms. [redacted], we were unable to find, or fix any damaged fence, before she demanded we left her property.When Ms. [redacted] then called about her drainage pipe, I told the girls that obviously nothing we are doing is going to please her. Her complaints cooincidently come up right around the time her monthly payment is due. I am not saying she is wrong, but nothing I have found has led me to believe my company is at fault here. In regards to her complaint about the urination on her property, I am not able to confirm or deny this happened. I did speak with my crew and they told me they drove to a store like they always do if they need to use the restroom. The adamently denied doing this and this is a violation of my expectations and standards. Although I can not determine who is telling the truth regarding this matter, I find it very hard to believe my guys would lie to me. I know them all very well and they have worked for me a very long time. I pay them well and they know my standards. I am frustrated these allegations would be made publically against my company, especially if it's not true. I do not tolerate this behavior from my crew.In conclusion, I am sorry I am not able to offer any solution sought by Ms. [redacted]. It is not feasible for us to incur these cost, as we have already incurred many many many thousands of dollars in labor and material to complete her project. If I knew, or had reason to know, that her allegations were credible, I would act without hesitation in providing Ms. [redacted] with her desired resolution. Unfortunately, I do not think this to be fair to me and my company, and Ms. [redacted]'s b**avior needs to stop. It is getting out of control. I will keep Ms. [redacted] in my prayers and hope she finds the peace to forgive my company of the anger she holds against us.Respectfully,[redacted] - Executive Vice President------------------------------------------------------------------As stated above, I am pasting all of our notes with Ms. [redacted], from day 1 of contact. These notes are UNEDITED and remain in their ORIGINAL STATE._________________________________________CUSTOMER TRANSACTION AND NOTE HISTORY_________________________________________[redacted]Notes are in order of MOST RECENT CONTACT First and continue towards the INITIAL CONTACTat the bottom. For a better understanding of flow, please start reading from the bottom, up to this text.--------------------------------------------------------------------- [red...⇄ 1 2016 7:02Customer Filed Revdex.com Complaint. I reviewed entire file and began preparing a response for the Revdex.com to view as well as the public who may read the complaint. I attempted to call Ms. [redacted] in regards to her complaints, and the payment plan agreement form (PPA). No answer. Will submit the response to Revdex.com when finished. delete edit [redacted]Feb 1 2016 2:25 PMWe have a voided check in the customers file, but no payment plan agreement to go with it. Emailed the PPA with bank account info to Mrs. [redacted]. [redacted]Feb 1 2016 1:41 PMCalled Ms. [redacted] to let her know what was going on and that we need a payment plan agreement with her signature to authorize the payment to come out of the checking. Otherwise it will come out of the same cc it is set up with now. [redacted] is preparing the documents and sending them over via email. LMOM after it rang forty times..... [redacted]Feb 1 2016 1:39 PMCalled Ms. [redacted] and spoke with her about getting the correct information for her payments. She said we had everything that we needed. I told her I would check on it and give her a call back to let her know what was going on. [redacted]Jan 28 2016 10:00 AMCalled Ms. [redacted] and it just kept ringing and ringing. [redacted]Jan 25 2016 12:02 PM[redacted] called for [redacted]. I told her he comes in later on Mondays and will be in within the next hour. She said she will try to call him back later. [redacted]Jan 20 2016 4:22 PMCalled Ms. [redacted] and told her we were trying to be proactive and get her credit card corrected before it comes out of the wrong account again. We didn't have the card on file to change it so we can't do anything about it until she calls back. LMOM [redacted]Jan 18 2016 9:25 AMCalled Ms. [redacted] and told her we were trying to be proactive and get her credit card corrected before it comes out of the wrong account again. We didn't have the card on file to change it so we can't do anything about it until she calls back. LMOM [redacted]Jan 13 2016 3:12 PMCalled Ms. [redacted] and told her we needed to update her cc information and that she needs to let us know what she wants to change it to. Said she could talk to anyone to get that taken care of. She just had to give us a call back. LMOM [redacted]Jan 13 2016 1:42 PMAsked [redacted] if he would call [redacted] for me and follow up about her updated Payment Plan Agreement. He said he would call her. [redacted]Jan 8 2016 11:31 AMCalled Ms. [redacted] about PPA and LMOM. Sent an email as well. [redacted]Jan 8 2016 11:26 AMEmailed PPA to Ms. [redacted] to fill out and sign and send back with her new checking account that she has requested to use. Have not received anything back as of yet. Will follow up. [redacted]Jan 5 2016 2:42 PMMs. [redacted] called and I spoke with her about a crew coming out 2 Fridays ago and I told her we didn't send anyone out 2 Fridays ago. But she said that her daughter asked them and they said they were there to fix her pig stall gate and if that was the case she would have liked to have been notified. She said she had it fixed the day the pigs got out. She told her daughter to tell them to leave and to lock the door. So they left. She was also not happy that the payment was proce**ed through her credit card and not her checking account. She only wanted one payment proce**ed through the credit card. I told her it was an automatic payment proce** and if she didn't let us know that, then we wouldn't know to change it. She said she told the person that changed the credit card information. I told [redacted] to change the method of payment and she said she would. [redacted]Jan 5 2016 11:36 AMJanuary payment proce**ed through Paysimple. Updated JPC [redacted]Jan 5 2016 11:35 AMCustomer called and wanted to talk to [redacted]. Transferred the call. [redacted]Dec 23 2015 12:23 PMCalled Ms. [redacted] and asked her what was going on. Told her to call me back. LMOM [redacted]Dec 21 2015 4:16 PM[redacted] called and said she wants to talk to [redacted]. I told her he has left for the day. He is usually in btw 9am-4pm. She asked me to have him call her at 9am tomorrow then. Said she is not too happy about that little episode Friday, somebody should have called first. I told her I will give him the me**age. [redacted]Dec 15 2015 2:25 PMEmailed [redacted]:Ms. [redacted], We proce**ed your payment of $179.00. There is a 3% proce**ing fee. Please refer to your Payment Plan Agreement (attached). We did however waive the $30 non-refundable fee for the returned payment on December 5th. If you would like us to continue to use the new card ending in 9909, please sign and date the attached 'New Payment Plan Agreement' and return by mail or email. Thank you. [redacted]Dec 15 2015 2:16 PM[redacted] replied to the PS payment and said she only authorized $179.00. I wrote and email and had [redacted] send it, telling her that there is a 3% proce**ing fee, see attached Payment Plan Agreement. I told her that we waived the $30 fee for her payment being returned. I created a New Payment Plan Agreement and saved to file. Had [redacted] attach that also. So if [redacted] wants to continue to use the new card, she must sign and date and return the updated form. [redacted]Dec 15 2015 11:58 AMI proce**ed the payment via PaySimple. I changed the credit card info in PaySimple and set up Recurring payments to be taken from the new card. I scanned in the Payment Auth Form and saved to file. I updated the JPC & BS & QB. [redacted]Dec 15 2015 11:25 AM[redacted] called back and gave me card number to proce** her payments. She said she doesnt know why we are having i**ues with her card. She also wants to know when she will hear back about the damage at her house. Also when [redacted] is going to mail the stuff over she said she would. I told her I would check and let her know. [redacted]Dec 15 2015 9:53 AMCalled customer to follow up with her gutters and her failed payments. She said everything went fine. Then I asked her about the payment. She said she knows thats the only reason I called. She will look into it and hung up on me. [redacted]Dec 9 2015 2:16 PMCalled customer to follow up on her gutter install and check on her failed payment to see if she stopped it on her account. LMOM [redacted]Dec 3 2015 2:34 PMCalled customer to let her know that we will be out saturday to do her gutters. LMOM [redacted]Dec 3 2015 2:33 PMAsked [redacted]t to email gutter scope to [redacted], they will squeeze this job in Saturday. [redacted]Dec 2 2015 9:20 AM[redacted] called today and said she has been running the neighborhood chasing 3 hogs for two hours because they figured out the fence was broken. Now they won't stay in the pen because they know they can get out. She said we need to have someone out there today to fix it. This is ridiculous. I said I would talk with [redacted] and see what we could do asap. [redacted]Nov 23 2015 1:16 PM[redacted] called back today to speak with me and **. We explained to her about how what occurred with our crew and our salesman was unacceptable. And we would get to the bottom of it and see if we could come to some common ground. [redacted] has a list of things that she had i**ues with. We also explained that the picto she received in the mail was different material and a promotion. Didn't tell her it was a cash price and she is financed because I wasn't 100% sure that the picto was a cash price. [redacted]Nov 23 2015 1:13 PMCalled [redacted] Friday. LMOM [redacted]Nov 20 2015 4:25 PM[redacted] said that [redacted] called again today, wanting to speak with an owner. I discu**ed the situation with [redacted] and he told me to have [redacted] call her. I text [redacted] and asked him to read the notes and then give her a call and let her know that he is in the family/an owner. [redacted]Nov 20 2015 2:26 PMCustomer called and wants the owner to call her [redacted]Nov 20 2015 10:58 AM[redacted] called back in wanting to know about her gutters. Let her know that her gutter scope has been sent to the gutter crew and we are waiting for them to schedule her. Apologized and let her know that we are trying to get all of our customers jobs done as quickly as po**ible. Let her know that she is not the only one waiting, we are very busy right now and we are trying our best to get these jobs done in a timely manner. She said " I know it's not your fault, I just have had alot of i**ues already and am still waiting on a call back from management." Let her know that when they come in I will have them call her. She said ok Thank you. [redacted]Nov 18 2015 2:38 PMFound a voided check by itself in my box, I scanned it into the file. [redacted]Nov 16 2015 4:21 PMCustomer called in and wanted an update on her gutters. I let her know that I do not have a date as of yet but as soon as I get an update from production we will call and let her know. She said if something isn't done by the end of the week she will go somewhere else. She also went on to tell me about how the roof install ended up being a complete disaster and she is still waiting on something to be done about that. She was getting very upset and she wanted to speak to a supervisor. I let her know that I would get the me**age to my bo** when she comes in tomorrow morning. She just hung up on me. I went ahead and text [redacted] Scholl about the conversation. [redacted]Nov 13 2015 1:42 PM[redacted] called asking when the gutters are going to be installed. I asked SR and she said she has her on the schedule and is working on the schedule right now and I can let her know when she finishes later today. [redacted]Nov 12 2015 2:57 PMLien filed with Clermont County Recorder. Scanned in & saved to file receipt. Updated JPC. [redacted]Nov 5 2015 3:52 PMReceived November Payment - I gave the cash to [redacted] and scanned in the Receipt of Cash as 'Cash Payment.2nd Installment ($179.00). I updated the JPC & BS & QB. [redacted]Nov 5 2015 2:18 PMCustomers daughter came in and paid $180.00 CASH. I gave ** the money and receipt. [redacted]Nov 4 2015 2:08 PMApproved [redacted]'s Invoice. Updated JPC. Payout 11/6/15 [redacted]Nov 4 2015 11:44 AMAdjusted paysimple to cancel November payment from being auto drafted. Customer is supposed to bring in cash TOMORROW for her November payment. Autodraft resumes December 5th. [redacted]Nov 4 2015 11:39 AMCustomer called and said the payment wouldn't clear she wanted to bring cash today, [redacted] said as long its in tomorrow it would be fine. [redacted] changed pay simple Peggy [redacted]Oct 30 2015 1:55 PMApproved RSG Invoice. Scanned to file. Updated JPC. [redacted]Oct 30 2015 12:14 PMRoof completed yesterday. One plywood replaced. Updated JPC. [redacted]Oct 30 2015 9:53 AMwent to [redacted]s house to see what she was so upset about and she was mad that there were shingles in her yard (as we are doing the tear off) and that we ruined her daughters bday because we over drafted her account by taking a payment for her roof out. she told me there is nothing I can do for her and she will just have to deal with it [redacted]Oct 29 2015 10:05 AMRoof started today. [redacted]Oct 29 2015 9:53 AM[redacted] called and said the crew showed up this morning and she has been dealing with [redacted] and wants to speak to someone higher than him. I asked her if she wanted to tell me what was going on she said she will just talk to the supervisor. She said something that was supposed to be good has just turned into one disaster after another. I told her I will let them know as soon as I see them today. [redacted]Oct 27 2015 10:57 AMEmailed PDF notes to [redacted]. [redacted]Oct 27 2015 10:34 AMCustomer called an asked how long after the roof do the gutters go on. I told her we are looking at 3-4 weeks. She said this is just another disappointment and hung up. [redacted]Oct 27 2015 8:30 AMCalled customer to let her know the crew will not be roofing today, and possibly not tomorrow either, there is a high chance of rain tomorrow, We will keep her updated and let her know as soon as possible. LMOM [redacted]Oct 26 2015 4:49 PMCustomer called and wanted to know if crew was coming because she had to run. I told her I would check with production and call her right back. I asked SR, she said the crew headed over to [redacted] about an hour ago. She said it's an easy roof so she doesn't see why they would not get finished tonight so she is next in line and they are estimating the crew will be out tomorrow however there is a 100% chance of rain too. I told her we will keep her updated. [redacted]Oct 26 2015 11:38 AMCustomer called in and wanted to know if her roof was still being done today. Let her know that the crew would be over later on today to install. [redacted]Oct 23 2015 12:21 PMEmailed roof order to RSG for drop first out Monday. [redacted]Oct 23 2015 12:17 PMCalled [redacted] to let her know production is planning on dropping her material Monday and installing Monday, weather pending. Confirmed color is Atlantic Blue. Drop material anywhere. She asked me if she could get a call back from someone, said she doesn't know the chain of command but she last spoke to the office manager. I told her I will try and see what I can do for her. [redacted]Oct 20 2015 2:35 PMEmailed [redacted] and told him that this needs fixed today. [redacted]Oct 20 2015 2:28 PM[redacted] called and is very upset that her payment came out because her contract says 0 due at signing. The payment form for the deposit was put in ** box, then passed to me for proce**ing. It was 8 days after signing but 4 days before her agreed upon date. She is saying that [redacted] told her not until Nov. 5th. Brought this to [redacted]'s attention because no where does it explicitly state the first payment is due on Nov. 5th. [redacted] told me to email [redacted]. [redacted]Oct 15 2015 8:58 AM[redacted] and I Went over notes about her payment. Her payment isn't supposed to come out to the 5th but it wasn't her payment that came out it was her deposit. I spoke to her and she said it was 0 down and nothing was supposed to come out till November 5th per [redacted]. I told her I would get back with her. Shes livid. [redacted]Oct 8 2015 3:58 PMcalled and talked to [redacted] to find out about her insurance and she didnt have any on the house at the time but now she does if she would have had insurance I could have gotten the whole thing bought because of severe hail damage9:01 AM 10/6/2015 going to call [redacted] today to find out if she can do insurance for her roof and she said that if she can she is going to finance windows (MP)5:48 PM 10/5/2015 went to [redacted]s house and took pics and walked roof she was there and i talked to her she has all kinds of hail damage and asked her if she wanted to put in a claim but her mom owns the house so she has to ask her (MP)5:20 PM 10/3/2015 Deposit - Updated JPC & BS. Reviewed QB & Recurring Invoice (**)2:17 PM 10/1/2015 Processed deposit. Emailed customer a receipt. Updated JPC and QB. Scanned in pymt auth form. (AM)1:25 PM 10/1/2015 Called [redacted] to let her know we do not have a tentative date for her yet but I should within the next few weeks. I told her it is possible we are looking at the end of October for an install but that is only a guess, it all depends on the weather and other unforeseen issues that may or may not arise. She said ok and asked when her pymt come out. I told her her pymt may take a few days to process but it should come out in a few days then her next pymt wouldn't be due until November 5th. She said ok. (ML)5:33 PM 9/24/2015 Assigned P.O.# (SR)4:52 PM 9/24/2015 [redacted] emailed me a sketch report for customer. I saved to file. (ML)12:28 PM 9/24/2015 [redacted] brought in folder. I scanned in all docs and saved to file. Signed contract, what to expect, payment plan agreement. I filled out a pymt auth form and put in ** mailbox to process. Submitted PO to production. (ML)2:27 PM 9/22/2015 [redacted] just called to reschedule with [redacted]. We rescheduled for tomorrow at 3pm. I added to [redacted]'s google calendar. (ML)9:47 AM 9/22/2015 [redacted] just called and said that she needs to cancel and reschedule because her son just had a seizure at school. (AM)1:14 PM 9/21/2015 Customer called in for [redacted]. Called and LM for [redacted] to call her. (**)9:15 AM 8/4/2015 [redacted] said leads dead he has followed up many times. She will not return his calls. (Bd)ADDED TO DEAD LEADS4:11 PM 7/22/2015 Ms. [redacted] said everything is great she has been busy but will be emailing [redacted] a list of questions that she has tomorrow. I will give [redacted] a heads up. (TR)4:47 PM 7/13/2015 Ms. [redacted] called interested in new gutters. She would also like someone to look at her roof. [redacted] referral. Interested in our financing. Available Thursday afternoon this week. We scheduled for 2pm on Thursday. I added to [redacted]'s google calendar. (ML) -------------------------------------------------------------BEGINNING OF CUSTOMER NOTES ABOVE. -------------------------------------------------------------[redacted]FOR Revdex.com ADMINISTRATION[redacted]It is my opinion that Ms. [redacted] desperately needed her roof fixed, but lacked the financial means to do it. I believe she took advantage of what we had to offer, but was frustrated with her own situation knowing she does not even have the $179 monthly payment that she agreed to (as evident by her two failed transactions). Knowing that she does not have the money, she is looking for any and every excuse to not have to pay us for all the hard work we have done. She has a professionaly installed roof which looks great and has passed inspection. The clean up met, or exceeded my expectations and I ask the Revdex.com dismiss her complaint against our company. We work very hard to maintain a good relationship with all of our customers. There are some people that no matter what you do for them, they will never be pleased. Ms. [redacted] is just that. All I can do is sincerely pray for Ms. [redacted], and hope her situation gets better. I am very sorry that she feels the way she does about my company.Thank you for listening.[redacted] - Executive Vice PresidentTo see before photos of Ms. [redacted]'s property, please click this link: https://www.dropbox.com/sh/gu5sxzsifyufcft/AABnaOPc6PSL0n2EXY_EVZ8ua?dl=0
Mr. [redacted] contacted our office to notify us of a leak and we promptly corrected this issue. We put the interior repairs on our schedule and recently finished the work, to the customers satisfaction.
In addition to the contract being signed, another document 'What To Expect' was also initialed and signed that refers to issues such as this. Here is an excerpt of that document. Post Project Damage – If any damage is observed to your property and you believe this to have been caused by...
Frisby, then you MUST document the damage with PRIOR and POST photographs, This means, you are required to take photos of your property prior to the start of our work so that if any damage is observed, there is no question as to who is responsible. This also includes interior photos. Please date and time stamp all photos. You acknowledge all claims of damage will be dismissed without proper before photographs showing the areas of concern. In response to the complaint filed; We have inspected the gutters and determined that the crew did cause damage to some of the gutters. We have expressed our apologies and have also tried to remedy the situation by offering to replace those damaged areas. A Gutter Estimate was also requested by Mr. [redacted], to replace the remaining areas of gutters around his home. We provided the Gutter Estimate to him on 04/05/2017. We also provided a revised Gutter Estimate to him on 12/28/2017, at a discounted rate (deducted $1,200.00). As a company executive, I believe that our offer is more than fair. We are willing to replace the damaged gutters and extend a discount of $1,200.00 off of the purchase of new gutters all around the home. I have attached the “What to Expect' form for your review.
Dear Revdex.com, and potential future customers of our company, As the owner of this company, I take the reviews I receive very serious. Bad service for my customers is something I absolutely will not tolerate with my staff, and everyone here knows and understands my expectations when dealing...
with my customers. It literally hurts my heart to hear when customers are upset with my company because it makes me feel like there is something I could have done, or should have done differently to try and keep a negative review out of our company's profile. My family has been doing this work for over 35 years and we only got to this point from dealing honestly and fairly with our customers. Our customers are the essential backbone to any business... and to upset your customer purposely is business failure 101. Having said all of this, I looked deeply into Ms. [redacted]'s file to get answers to her complaint. Here is my conclusion of how I think my staff handled this matter. When I first read this review from Ms. [redacted], my immediate response was to check our internal note system to see who she had been dealing with. As soon as I started reading the notes, it quickly became apparent to me of why this situation went sideways. Before I start with my explanation, I must add that we DID IN FACT DO WORK on Ms. [redacted]'s property. Her siding had blown off the side of her home and we quickly responded to her need for assistance, purchased a tarp, and secured the damage so no water could enter her home... which would obviously create additional damage. We have documented proof which can be seen by visiting this link: [redacted] I began reading the notes and saw how much work we put in for Ms. [redacted]. Ms. [redacted] claims she "signed a form to allow us to give her an estimate". This is not true. We provide FREE ESTIMATES to everyone and would never ask a customer to sign just to receive an estimate. That is not how we do business and we caution anyone who deals with a contractor making them sign something just to get an estimate to steer clear of that company. Due to the damage caused to Ms. [redacted]'s home from the wind storm back in Spring of 2016, we offered a suggestion of filing a homeowner's claim, because we felt this damage was extensive enough to warrant a full replacement of siding on her home. From the notes and speaking with my staff, she was ecstatic about the possibility of getting insurance to pay for this siding. We have extensive knowledge and experience dealing with the insurance companies and our knowledge and experience is something we utilize to help cover claims that may other wise be denied had the homeowner dealt with everything on their own. In this particular case, Ms. [redacted] had initially requested an estimate from us. It was OUR COMPANY who informed her about the insurance possibly being responsible for this damage. It was at this point, we asked her if she would like us to work on her behalf to help advocate for her on how to file the initial claim, how to deal with the insurance filing process, meeting with the adjuster, as well as following through with ensuring she was given everything she was entitled to from her insurance company. This involves an immense amount of time and resources from our company, so we gave Ms. [redacted] the option.... she could either have us provide her an estimate and she would be free to choose whatever company she wanted... or she could sign a CONTINGENCY FORM (as seen and signed right here: [redacted] This contingency form is a promise and guarantee that if we spend all the time helping file the claim, meeting with the adjuster, writing the estimate, coming to mutual terms with the insurance company and/or arguing with the insurance company for coverage in a denial situation, then we would in turn be promised the work for the agreed upon insurance proceeds. We have this form in place (like 99% of other contracting companies) for this exact reason. We can not afford to utilize our time, experience, expertise, knowledge, along with all our network of contacts, just to have a homeowner take the insurance proceeds and put the money in their pocket.... or hire their uncle bob to do the work for a cheaper price. This is actually considered Insurance Fraud. There is State and Federal law that CLEARLY STATES that a homeowner SHALL NOT PROFIT from a homeowner claim. In this particular case, the insurance company WAS giving our company a hard time and not wanting to pay for replacement of Ms. [redacted]'s siding. We have countless documented hours showing the measures we took in order to finally get an approval from the insurance company to re do the siding on her home. This process unfortunately took months to complete... and remember... because we have this agreement in place.... we have not charged a penny to Ms. [redacted]. We know that we will be paid once the insurance company finally cuts the check and the work is completed. Ms. [redacted] never gave us that opportunity though. We spent months of hard work, AS WELL AS MONEY, TIME, GAS, RESOURCES, and LOST OPPORTUNITIES from other potential clients, because we were helping Ms. [redacted]. We made sure her home was water tight, and kept her updated through the entire process. After we FINALLY got insurance to agree to fund the replacement, Ms. [redacted] suddenly became unavailable and stopped communicating with us. This is a very frustrating feeling as a contractor when you know how many hours you have into a project, and you get this sinking feeling that the homeowner is trying to take their money and profit from their loss. We began emailing Ms. [redacted]. Ms. [redacted] was opening our emails but was refusing to respond. Despite all of this.... despite the contract form signed... despite the work we had put into her house.... despite all the hours I spent for my staff to help her out.... I WAS STILL willing to work with her... even though she had breached her side of our agreement and was taking the money we worked hard for. When I knew Ms. [redacted] had chosen a friend to do the work, despite the prearranged contract (which was NOT an estimate it was a guarantee that if we do all this hard work, we will be guaranteed the job if its approved.... if it wasn't approved, she was obligated to NOTHING. It was literally a win-win for her), I was frustrated to say the least. Even though I was frustrated, and technically could have pursued our contractual agreement through courts.... I was willing to peacefully part ways with Ms. [redacted] and let her go her own way. I offered to settle the matter with her for $500.00. This was a VERY VERY GENEROUS offer considering the incredible amount of time and resources put forth in her project. Ms. [redacted] refused to answer us. She refused to give us any acknowledgement whatsoever. It was only about a week after we filed a lien on the property for the work we did complete, did Ms. [redacted] post this negative review. In conclusion, the point of this story is.... I WANT MY CUSTOMERS HAPPY. Make no mistake about it.... we work EVERY SINGLE DAY helping people ANY WAY we can so that they have a pleasant experience with us.... it's the reason we have so many positive reviews here! We ALWAYS try to treat other people how we wish to be treated ourselves...... but unfortunately.... there are some people who you can never please..... who will always want something for free..... who are completely unreasonable by their very nature.... We respectfully prefer not to work with these type of people to begin with. We love dealing with pleasant, loving, understandable people as our customers. No one wants to be walked over.... including us. There comes a point in time where you have to stand up to the people in life who truly are doing you wrong. If anyone wants to see any additional documents regarding this complaint, we will be happy to share everything with you (except private customer information of course). I hope whoever is reading this looks at the facts provided in our response. I ask the Revdex.com to dismiss this complaint based on facts submitted. Please remember, we started this fight FOR Ms. [redacted] on May 10th, 2016..... she was given a payout by her insurance company which we worked for...... we have received NOTHING in return for our work, or services rendered.... and it is now December 19th, 2016. It was only after we took this measure that we were finally able to get a response from Ms. [redacted]. I'm sorry it's not the response she was hoping for, but we can not work for free... I'm sure everyone can understand this concept. Respectfully, The Frisby Family.
Dear Revdex.com, You have requested a follow up to our initial response to this complaint. Here is what we are doing as a company to try and help The [redacted] family during their time of frustration. As we mentioned before, we are not admitting fault as we do not believe this to be caused by our company, but for sake of not arguing the matter any longer and trying to make the [redacted] family happy with us... we are going to do the following for them:We are going to wrap the wood trim to cover the step flashing we installed.We are going to install new flashing and shingles at the base of the roof as we see fit and neededWe will remove and replace the lower rows of shingles on the front to ensure they align properlyWe will straighten the ridge caps as we see fit and neededWe will also remove and replace any broken and or missing shingles that we come across.Please remember, this contract was not for a full roof replacement and only called for a partial area to be done. We want Mr. & Mrs. [redacted] to be happy and our owner has agreed to do this stuff for them free of charge, as well as waive the initial invoice which was sent that originally caused Ms. [redacted] to get upset, as stated in her initial complaint. So at the conclusion of this situation, Ms. [redacted] will have the above work completed in addition to the original contracted work, as well as have the outstanding balance on her account removed. There will be no charge for the work stated in our response.We feel we are going well above and beyond the call of duty by doing this and we hope the Revdex.com can see our genuine concern for wanting to make this customer happy. We are sorry it had to come as a result of negative feedback, but in our defense, our owner, David Frisby, did try and do these things for The [redacted] family before, but she did not want us on her property. It was only after she got an invoice that she posted the negative review... so please take this fact into consideration before rendering a final decision for or against our company. We are trying to do the right thing regardless of cost or fault in the matter.
Good Morning Revdex.com, & to our past, potential, and future customers,I would first like to start out by stating I am sorry this homeowner feels the way he does about our company, but I can certainly tell you there is far more to the story than what has been presented by Mr. [redacted]. I would also...
like to say that for every negative complaint a company gets, there are countless happy customers that do not necessary take the time to post their experiences. Please take this into consideration before drawing a final conclusion about our company. We do in fact care very deeply for our customers and in fact, without our clients, we would not be where we are to this day. We consider ourselves very blessed and fortunate for all our customers who have supported our family owned company through the years. Having said all this, I will now address the complaint at hand.Mr. [redacted] did in fact pay us $[redacted] to repair a bad piece of plywood and shingles which caused active leaking into his mobile home. Upon assessing the repair area, our company foreman, and company staff both advised him a repair is not going to be sufficient to prevent all the damage that was continuing to occur. We informed Mr. [redacted] he desperately needed a new roof due to the horrible installation by the previous company. We even specifically showed him the areas which were going to continue leaking after we fixed the area of concern we first spoke about together. (When we fixed this area, the water stopped leaking here, but continued to another bad place in his roof, just as we predicted would happen, and told him would happen. The only difference was, the new area of leaking was not in a critical place over their bath tub as the existing one was at the time.) Mr. [redacted] acknowledged this to be true and agreed to move forward with the scope of work, and said he would save his money to fix more of it later. (We have documentation of this fact in multiple areas of our documentation). When we finished the scope of work agreed upon, both Mr. [redacted] and his wife, [redacted], were extraordinarily happy with our crew foreman, our staff, and our overall company professionalism. So much so, they posted the following Revdex.com review on April 22, 2015 (Which can be seen by scrolling through our positive reviews) "We had to have some work done on our roof recently and called Frisby Construction to do the job. They came right out, assessed the damage, and fully explained to us what needed to be done. Everyone we dealt with was extremely professional. The gentlemen came out to do the repairs, knocked on the door and introduced himself, explained again what he would be doing and went to work. When the job was finished he again knocked and explained fully to me what he did, what he encountered while he was on the roof and could see inside, and suggested some further repairs in the future. We had had some shotty work done in the past and he was quick to notice and bring to our attention some serious issues. He not only told us about the issues, but SHOWED us the problems as he found them. This is an honest company with honest employees. I was informed of everything. Not only was the job done right and done promptly, but my home was left in better condition than when they arrived. All the debris from the job was removed and even vaccuumed up. From beginning to end I was extremely satisfied and impressed with this company and would definitely recommend their work to everyone I know!This customer had a POSITIVE experience with this business.This customer WOULD recommend the business to a friend, family member, neighbor or colleague.by [redacted] M. on 4/22/2015 | Submit a Customer ReviewWas this review helpful to you? YesNo1 person found this review helpful ."After reading this review, it should be readily apparent that we did in fact perform the agreed upon scope of work to the best of our ability and tried our best to ensure our customer was happy, just like we try to do with all of our customers. The issues began to arise after heavy rainfall months later, and the husband, Mr. [redacted], thought the new area of leaking should have been fixed at the initial time of the first scope. I tried to explain to Mr. [redacted] that we discussed this very thing would happen, and that he needed a new roof (As shown in the photos attached). Mr. [redacted] called on a Monday and asked us to come back out to his home and look at his roof again. He was told that he would be placed on our schedule and we would in fact send someone over to his home to go over the work and area of leaking again, even though we didn't even have to do this. The same week, two days later, on Wednesday, Mr. [redacted] called our office and was BELLIGERENT towards my office staff. So much so that he had the young lady shaking who took the phone call. I immediately drove over to his home in an attempt to find out why he was talking to our staff as he was and to look at the areas he was complaining about. I was upset when I went over to his home, but I maintained my professionalism to the best of my ability. Mr. [redacted] demanded a refund and said we did an awful job. Mind you, the review above was submitted, and the complaint to our office was over a month after we had already completed the initial scope. My father, [redacted] Frisby, Sr. also stopped what he was doing to come over to Mr. [redacted]'s home. (We recorded this entire encounter for our own protection, and have a copy of the recording if needed). Mr. [redacted] refused to let my father on the roof and told us we needed to leave his property, that he was calling the news on us. Mr. [redacted] appeared to be intoxicated at the time and I also smelled alcohol on his breath. I am experienced in this field as I am also a police officer of 11 years. My father and I spent approximately 45 minutes to an hour at his home without coming to a resolution, due to Mr. [redacted]'s belligerent behavior. The conversations ended, and this is where everything was left, until the complaint was filed.Here is a copy of our log with the [redacted]'s. (We keep the log of activity for all of our customers as their project progresses).2:30 PM 3/12/2015 [redacted] drives past our office and would like to get an estimate for a repair to his roof. He has an active leak in the left rear corner, approx 4x4 foot area. He is available Monday, Wednesday or Thursday after 1:00pm. I text [redacted], he is not available today, however he can do it on Monday (SS)2:02 PM 3/13/2015 I asked [redacted] to contact [redacted] and confirm the appointment for Monday March 16th after 1:00pm and we can call when we are on our way. (SS)4:22 PM 3/19/2015 [redacted] just called and said he called last week for someone to come out and look at his roof and he hasn't heard back from anyone. I apologized and let him know I would get his information over to someone so they would call and schedule with him right away. (ML) 4:29 PM 3/19/2015 Called customer and scheduled him next thursday btw 1:30-3:30 with [redacted], told him that I will call him Thursday morning to confirm the appt. (AM)3/26/15 Met with Mr. [redacted] at his residence. Assessed his issue. He agreed to meet me at the office where he gave a $[redacted] deposit for his repair. He signed a proposal and received a receipt for his deposit. We need to address his issue soon that way he is not dealing with a leak anymore. (TM)2:17 PM 3/27/2015 Rcvd deposit, updated JPC & BS & LS and submitted a PO Form into Production (SS)3:06 PM 3/30/2015 Assigned P.O. #. (SR)2:19 PM 4/1/2015 Texted [redacted] and asked him to place contract/estimate in file. I can't schedule if I don't know what it is. (SR)1:35 PM 4/6/2015 Called because his roof repair isn't done and his roof is leaking and wants it done before the rain, said that it's been 2 weeks and still nothing. Told him that I will give [redacted] a call and see what we can do. (AM)4:30 PM 4/6/2015 Emailed online profile link. (ML)4:54 PM 4/15/2015 Called Mr. [redacted] to let him know that we haven't forgotten about him and production has informed me that they are going to try and get out to him within the next week. I told him when they let me know when they are sending the foreman out I will call him to let him know. LMOM. (ML)5:33 PM 4/17/2015 Had [redacted] let customer know that his repair will be made tomorrow. (SR)5:23 PM 4/20/2015 [redacted] did do this repair over the weekend. I let [redacted] know. (SR)3:35 PM 4/21/2015 Mr. [redacted] came in to pay his final balance. He said [redacted] was REALLY REALLY GOOD. He said the people who roofed his roof didn't flash it right. [redacted] told him he could fix it and Mr. [redacted] is willing to pay him. Because "[redacted] IS AWESOME!" (ML)4:06 PM 4/21/2015 Rcvd final check, processed as an echeck and emailed Mel a copy. I scanned in the copy to the file and updated the JPC & BS & LS. SS)2:18 PM 5/5/2015 Asked [redacted] to give [redacted] a call and see what it was he was wanting [redacted] to do at his property. (SS)2:49 PM 5/5/2015 Spoke to [redacted]. He said [redacted] was going to send [redacted] out to do the touch up work on his flashing around the fireplace and vent stacks for free if he left a Revdex.com review. He said he wants [redacted] back out. He is AWESOME. Also would like a price on taking off and replacing vinyl siding. 3-4 pieces. He has the pieces and stuff to replace them just needs someone to do it. I told him I would ask SS if [redacted] can do that, I believe we have a per man hour rate that we may charge for labor work like that but I'm not sure. He said he would come right up and pay us afterward for it because he knows [redacted] won't take money. He is available all day this Wednesday & Thursday. Next week he is available Monday, Wednesday & Thursday. (ML) 11:56 AM 5/7/2015 Saved work order to file, assigned a #. (SR)8:21 AM 5/14/2015 Emailed customer to let him know we have not forgotten about him. I am waiting to hear from production on when we can send [redacted] out and thanked him for his patience. (ML)11:33 AM 6/2/2015 Emailed Mr. [redacted] about financing a new roof because he needs one very badly. (AM)4:17 PM 6/25/2015 [redacted] called about the financing estimate he received. I explained it to him and he said that the shingles are fine and doesn't want a replacement but wants the inside drywall and ceiling repaired where the water had leaked down. Scheudled for Thursday July 2 with [redacted]. (AM)1:28 PM 7/20/2015 [redacted] called and said that the plywood was not replaced and shingles were just put down and the water from rain yesterday poured in through the ceiling and damaged the wall in the bathroom. I told him that I will talk to production and get [redacted] right back out there. He was extremely mean and rude to me. [redacted] overhead the conversation. (AM)1:35 PM 7/20/2015 I am heading out to speak with Mr. [redacted] in person (JF)9:00 AM 8/21/2015 Mel advised me of a Revdex.com complaint. She said he has called the news on us. I told her I would handle it and respond to the review . (JF)9:55 AM 8/21/2015 I called [redacted] and left a message for him to please return my call on my cell. (dfsr)END OF LOG:I am not sure what this customer expects us to do at this point. He needs a new roof. He only paid $[redacted] to do work to stop the leaking over his bathtub. This work cost our company approximately $[redacted] in labor and material. We made a total of $[redacted] profit on this job. I believe this is a situation of where the customer is accusing us of "you touched it last, so it's your fault." If you look at our notes, you can see where we are being blamed for damage that had already occurred in his home prior to us even touching it. As stated, in the following note, you can see Mr. [redacted] acknowledges the damages nearly a month in advance, before he complains that the damage is our fault.4:17 PM 6/25/2015 [redacted] called about the financing estimate he received. I explained it to him and he said that the shingles are fine and doesn't want a replacement but wants the inside drywall and ceiling repaired where the water had leaked down. Scheudled for Thursday July 2 with [redacted]. (AM)1:28 PM 7/20/2015 [redacted] called and said that the plywood was not replaced and shingles were just put down anded the wall in the the water from rain yesterday poured in through the ceiling and damaged bathroom. I told him that I will talk to production and get [redacted] right back out there. He was extremely mean and rude to me. [redacted] overhead the conversation. (AM)I ask that the Revdex.com dismiss this complaint as we have done all we could for this customer. We believe him to be irrational and trying to place blame on our company for something we did not do. It is unfortunate that Mr. [redacted] would do this to us and put us in this position, but we try our best to do right by each and every one of our customers, including Mr. [redacted]. We feel we have accomplished our goal of doing right by Mr. [redacted]. We are sorry he does not see it the same way.Respectfully,[redacted] FrisbyClick here to view all the files associated with Mr. [redacted]'s project:
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My view on the matter has not change, but, my view has changed on the type of business Frisby purports to be is and the view that I have about the Revdex.com endorsing this type of business, certainly has. A sad state of affairs, I'm glad that I don't run my business that way.
Regards,
[redacted]
Dear Mr. & Mrs. [redacted], Revdex.com, & The Revdex.com Community, As always, we take our reputation very serious and we hate when customers feel so upset they feel the need to post their experiences on the internet. I have reviewed the complaint made by the [redacted]' family and have had a chance...
to speak with our staff regarding the matter. This job was one where our company agreed to do partial work on a piece of the [redacted]' property, and was not contracted to do the entire roof replacement. This is what makes these types of jobs so difficult and is one reason we try to steer clear of these types of agreements. Inevitability there seems to always be an area that becomes unclear between the parties on whether or not that was "contracted work". This situation almost always turns into a "well... you touched it last" situation... so it must be your fault! The owner of our company, Dave Frisby, made contact with Ms. [redacted] when we first learned she was upset... and even tried to reason with her and her husband to come to an agreement on some sort of scope of work to fix the issues at hand, regardless of whose fault they were. On many occasions we attempted to reason with Ms. [redacted] and the owner said he would just come out and fix the areas of concern she had, but Ms. [redacted] insisted those items be put in writing, and made it difficult for us to address the issues. After several additional conversations back and forth, our company and Ms. [redacted] were finally able to temporarily agree to work things out. We are aware the Revdex.com will likely be updated with Ms. [redacted] response on whether or not she is happy with the final results, but we are certainly trying to make her and her family happy. We are not always perfect, but we always try to make things right.... even if we don't think they are always our fault. This was a nasty situation of "you touched it last" in our book, but the important take away here is that we are still willing to work with Ms. [redacted] to try and make her happy. We hope her follow up Revdex.com response reflects the same! Respectfully, The Frisby Family
Ms. [redacted] did contract with us to replace her roof June 27th 2016. We were notified of an issue with the gutter not being attached properly. We sent a technician out to correct the problem. We put the gutter back exactly how it was prior to the roof replacement. We let the customer know that it...
was initially installed incorrectly by her gutter technician but she wanted us leave it how it was initially configured. Ms. [redacted] called us back almost one year later stating she was having the same issue. We again reminded her it was installed incorrectly and we already fixed it twice as a courtesy. You can also see in the photos that her cable wires are helping hold down the gutter, which is not recommened. We added additional caulking around her chimney to correct any leaking and the customer was satisfied. The stucco on the home was damaged prior to the roof replacement. We have provided before and after photos of this area. We let Ms. [redacted] know that there was exisitng damage to the stucco and if we removed and replaced the old flashing in this area, further damage would occur. We are more than willing to correct the flashing, however, Ms. [redacted] must sign a waiver of liabilty, as we will not be responsible for any further damage to the stucco. With the current condition of the stucco it is not in the best interest to remove and replace the flashing and we advise against it. We are willing to work with the customer to come to a resolution.
They didn't address the new holes that they put into our existing roof when they put plastic on it. They also didn't list adding flashing where the window meets the roof, removing nails left in woodwork around windows, window repair and monies due to damage caused to interior from negligence of leaving holes exposed.
In response to the complaint filed by Ms. [redacted], it is my intent as the owner of this company, to diligently and thoroughly research the matter and attempt to determine the facts of each individual case. I care deeply about every single customer that walks through my door,...
so when I get a complaint from someone, I work as hard and objectively as humanly possible to either substantiate and rectify the i**ues, or disprove the allegations and attempt to reason with the customer making the complaint.There are times which my company does fall short of what I know to be high expectations, and when this occurs, I want to make sure my customer is acknowledged, treated as I would like to be treated myself, and work quickly to find a solution to help mitigate the frustration, or in some cases damages, for my homeowner. My staff is well aware of the expectations and responsibilities I entrust them with. Any time a customer has an i**ue, it immediately works its way through a chain of command, so that it may be properly addre**ed. I require my workers to thoroughly document each and every conversation they have with my customers, so that when issues do arise, I may have a clear picture in order to make a good, sound decision, that is fair for all parties involved. I consider myself a very fair and reasonable person, and I will never hesitate to admit when we fall short and I will always do the right thing to make the customer whole again and as happy as possible.I understand times are difficult right now in this economy and I know myself to be very blessed by the Lord, Christ Jesus. Our family has been blessed many times over and it is very important to us to live like Christians, always remembering that we are to act with kindness and generosity to our fellow neighbors. Knowing how blessed we are, my family wanted to find a way to help our fellow neighbors find a way, and a means, to repair or replace items on their home requiring attention. We know that everyone deserves to have a good and sturdy roof over their head, among other things that help protect their dwellings, such as gutters and siding. We also know not everyone has thousands and thousands of dollars to pay for these expenses when they come up. It was this very reason our family wanted to find a way to help those in need. Because not everyone can secure traditional financing, or credit cards, we thought to ourselves.... "what if we could SELF FINANCE these projects, with the many blessings our Lord has given to us." In order to do this, we knew we had to make the payments affordable for our customers, forgive any negative behavior shown in their credit history, and we also had to take courage knowing the Lord would protect us from wrong-doers who have it in their mind to utilize our service, then decide to not pay us back the money we have loaned them for their project. In order for us to forgive past negative credit behavior, I told my staff not to even conduct a Credit Check. I also will not charge interest to my customers, allowing every dollar paid toward their balance, to come right off their principal amount owed.So, in 2015 alone, we self funded nearly 200 projects from many grateful families, which made the entire decision to spend our own money to help others worth it. Nearly every single person showed a tremendous amount of gratitude and humbleness as we closed those deals and began scheduling these projects. I will admit, not every project went as smoothly as we all hope for, but we always did our best to make things right and address i**ues as they came up. My father started this company nearly 30 years ago and never once had to advertise to keep his family provided for. I still carry his same mind set to this very day, and it hurts me deeply to see any customer file a complaint on my company. I spend a lot of time, energy, and money on putting systems in place for my customers who may have issues come up, so that they know we care about them and someone will always be here to fix it, or explain it to them. Having said all of this, and now knowing how MUCH I genuinely care about my customers, I began digging into Ms. [redacted]'s file for answers.Ms. [redacted] came to us on July 13, 2015, and was looking to have her roof replaced, among other things. She was very interested about our financing, and was one of the main contributing factors for her coming to see us. Now I believe that in order to be a successful company, two major things must occur for your customers. Good Communication, and Complete Transparency. For those of you who are reading this who are interested in seeing the timeline of events for Ms. [redacted], I encourage you to scroll towards the bottom of this explanation and look at our internal notes completed by my staff, each and every time they had a hand in Ms. [redacted]'s project, regardless of how small it may be. I have posted our complete interaction history with the public because transparency is the only way for an individual to draw a logical conclusion about a situation. After I concluded my internal audit of Ms. [redacted]'s file, and speaking with many individuals of my staff and crew, and from my own personal dealings with Ms. [redacted], I have found no wrong doing on the part of our company. I will admit there may have been a bit of misunderstanding as it relates to the payment withdrawal's from Ms. [redacted], but even this is hard for me to grasp, because everything relating to our agreement with Ms. [redacted] is in writing, and signed or initialed by Ms. [redacted] herself... including the payment plan agreement (which is attached to this response).I conclude that my staff has followed the expectations and standards that my father and I have set in place, and although I am saddend to know Ms. [redacted] is frustrated with my company, there is little I can do to achieve her desired settlement of a refund. I believe that we have gone out of our way to try and help Ms. [redacted] and her situation. She desperately needed a roof on her house, and we were able to find a way to make it work with her budget. I believe Ms. [redacted] first became upset with my company when her first payment, in November of 2015, did not clear and was returned as Non Sufficient Funds (By her own admission she states this in her complaint). This is where I do agree there may have been some misunderstanding on whether or not her payment was to be taken out upon signing, or to wait until the scheduled due date of November, 5th. Because we schedule projects in order of deposits recieved, and because of how much Ms. [redacted] was in need of a roof replacement, she had given permission to run the payment so that she may get on the schedule 4 days sooner. (I am aware she disputes this fact, but none the less, we still continued to work with her. We waived all fees associated with this failed transaction, and despite entering into a 10 year deal with Ms. [redacted], and her first payment failing even before starting her project, I chose to overlook it because I wanted to help Ms. [redacted] and her situation) Please remember, there are no banks funding us the money to complete her project. I am literally taking the money out of my family's own pocket, and paying for the labor and material up front, leaving me vulnerable to a potential loss of thousands of dollars, on her project alone... not to mention the other 200 deals we self funded. Additionally, I allowed this transaction to proceed for Ms. [redacted] without even evaluating her credit.After this transaction failed, it is clear Ms. [redacted] was very upset with us and it never seemed to get any better from that point forward. I openly apologize to Ms. [redacted] for this causing an overdraft to her account, but I believe we did everything we could to try and do what we thought was the right thing, at that time. (That was to waive the fees we charge for NSF transactions, and to allow the financing of her project and not terminating the deal at this point before we even started) Quite frankly, this is the first time I have heard that she is still upset with us, by reading her Revdex.com complaint.Ms. [redacted] has also filed a complaint on us regarding the damage to the fence of her "hogs/pigs", which has allowed them to escape. Although this is difficult to prove or disprove, we do have photographs of the property before we began and after we finished. To the best of our knowledge, we did not do any damage to her fence. Furthermore, her first complaint that her pigs were even loose was on December 2nd, 2015. Our crew finished her project on October 26th, 2015. So even if we DID damage her fence, which I find highly unlikely due to the fact that we have several jobs to do, and do not have time to horseplay and goof off on job sites, then why was there over a MONTH that had gone by and no mention of the fence had ever been brought to our attention.Although Ms. [redacted] has written some pretty strong allegations about our company, I think it's also important to note that her 2nd payment failed as well, showing Non Sufficient Funds (NSF). This occurred on December 9th, 2015. Despite the monthly failed payment of $179.00 for the second month in a row, I still continued to work with Ms. [redacted] and allowed her time to get cash together to settle the failed transaction. By this time, we had done her entire roof, paid the labor, paid the material, and we have only collected $358 dollars from Ms. [redacted], spread out over 2 months, both of which had failed payments. Yet I still continue to work with her in a professional and non condescending manner. On December 15th, when we called to ask [redacted] about her second failed transaction, she was rude to my office girls and made the comment "I knew that's the only reason you were calling me". Yet again, I still waived her fees for her that we were charged by our bank.On top of all of this, despite us denying that we ever damaged her fence, I made the decision to have one of my crew go over to her house and fix her fence for her, at my expense. This occurred on January 5th, 2016. Shortly after my crew arrived I recieved a phone call from my foreman that said Ms. [redacted] was rude with them and asked why they were there. When he responded politely to her, she became even more rude and nasty and told them to get off her property, then told her daughter to close and lock the door. Please keep in mind, at this time, no Revdex.com complaint was ever filed.... I was just doing what I thought was the right thing to do, even IF I didn't believe my company was at fault. Sometimes it's better to bite your tongue and pay to have the i**ues addre**ed, EVEN IF you are 99.99999% sure the issue is either NON EXISTENT, or not our fault. Even by trying to do this for Ms. [redacted], we were unable to find, or fix any damaged fence, before she demanded we left her property.When Ms. [redacted] then called about her drainage pipe, I told the girls that obviously nothing we are doing is going to please her. Her complaints cooincidently come up right around the time her monthly payment is due. I am not saying she is wrong, but nothing I have found has led me to believe my company is at fault here. In regards to her complaint about the urination on her property, I am not able to confirm or deny this happened. I did speak with my crew and they told me they drove to a store like they always do if they need to use the restroom. The adamently denied doing this and this is a violation of my expectations and standards. Although I can not determine who is telling the truth regarding this matter, I find it very hard to believe my guys would lie to me. I know them all very well and they have worked for me a very long time. I pay them well and they know my standards. I am frustrated these allegations would be made publically against my company, especially if it's not true. I do not tolerate this behavior from my crew.In conclusion, I am sorry I am not able to offer any solution sought by Ms. [redacted]. It is not feasible for us to incur these cost, as we have already incurred many many many thousands of dollars in labor and material to complete her project. If I knew, or had reason to know, that her allegations were credible, I would act without hesitation in providing Ms. [redacted] with her desired resolution. Unfortunately, I do not think this to be fair to me and my company, and Ms. [redacted]'s b**avior needs to stop. It is getting out of control. I will keep Ms. [redacted] in my prayers and hope she finds the peace to forgive my company of the anger she holds against us.Respectfully,[redacted] - Executive Vice President------------------------------------------------------------------As stated above, I am pasting all of our notes with Ms. [redacted], from day 1 of contact. These notes are UNEDITED and remain in their ORIGINAL STATE._________________________________________CUSTOMER TRANSACTION AND NOTE HISTORY_________________________________________[redacted]Notes are in order of MOST RECENT CONTACT First and continue towards the INITIAL CONTACTat the bottom. For a better understanding of flow, please start reading from the bottom, up to this text.--------------------------------------------------------------------- [red...⇄ 1 2016 7:02Customer Filed Revdex.com Complaint. I reviewed entire file and began preparing a response for the Revdex.com to view as well as the public who may read the complaint. I attempted to call Ms. [redacted] in regards to her complaints, and the payment plan agreement form (PPA). No answer. Will submit the response to Revdex.com when finished. delete edit [redacted]Feb 1 2016 2:25 PMWe have a voided check in the customers file, but no payment plan agreement to go with it. Emailed the PPA with bank account info to Mrs. [redacted]. [redacted]Feb 1 2016 1:41 PMCalled Ms. [redacted] to let her know what was going on and that we need a payment plan agreement with her signature to authorize the payment to come out of the checking. Otherwise it will come out of the same cc it is set up with now. [redacted] is preparing the documents and sending them over via email. LMOM after it rang forty times..... [redacted]Feb 1 2016 1:39 PMCalled Ms. [redacted] and spoke with her about getting the correct information for her payments. She said we had everything that we needed. I told her I would check on it and give her a call back to let her know what was going on. [redacted]Jan 28 2016 10:00 AMCalled Ms. [redacted] and it just kept ringing and ringing. [redacted]Jan 25 2016 12:02 PM[redacted] called for [redacted]. I told her he comes in later on Mondays and will be in within the next hour. She said she will try to call him back later. [redacted]Jan 20 2016 4:22 PMCalled Ms. [redacted] and told her we were trying to be proactive and get her credit card corrected before it comes out of the wrong account again. We didn't have the card on file to change it so we can't do anything about it until she calls back. LMOM [redacted]Jan 18 2016 9:25 AMCalled Ms. [redacted] and told her we were trying to be proactive and get her credit card corrected before it comes out of the wrong account again. We didn't have the card on file to change it so we can't do anything about it until she calls back. LMOM [redacted]Jan 13 2016 3:12 PMCalled Ms. [redacted] and told her we needed to update her cc information and that she needs to let us know what she wants to change it to. Said she could talk to anyone to get that taken care of. She just had to give us a call back. LMOM [redacted]Jan 13 2016 1:42 PMAsked [redacted] if he would call [redacted] for me and follow up about her updated Payment Plan Agreement. He said he would call her. [redacted]Jan 8 2016 11:31 AMCalled Ms. [redacted] about PPA and LMOM. Sent an email as well. [redacted]Jan 8 2016 11:26 AMEmailed PPA to Ms. [redacted] to fill out and sign and send back with her new checking account that she has requested to use. Have not received anything back as of yet. Will follow up. [redacted]Jan 5 2016 2:42 PMMs. [redacted] called and I spoke with her about a crew coming out 2 Fridays ago and I told her we didn't send anyone out 2 Fridays ago. But she said that her daughter asked them and they said they were there to fix her pig stall gate and if that was the case she would have liked to have been notified. She said she had it fixed the day the pigs got out. She told her daughter to tell them to leave and to lock the door. So they left. She was also not happy that the payment was proce**ed through her credit card and not her checking account. She only wanted one payment proce**ed through the credit card. I told her it was an automatic payment proce** and if she didn't let us know that, then we wouldn't know to change it. She said she told the person that changed the credit card information. I told [redacted] to change the method of payment and she said she would. [redacted]Jan 5 2016 11:36 AMJanuary payment proce**ed through Paysimple. Updated JPC [redacted]Jan 5 2016 11:35 AMCustomer called and wanted to talk to [redacted]. Transferred the call. [redacted]Dec 23 2015 12:23 PMCalled Ms. [redacted] and asked her what was going on. Told her to call me back. LMOM [redacted]Dec 21 2015 4:16 PM[redacted] called and said she wants to talk to [redacted]. I told her he has left for the day. He is usually in btw 9am-4pm. She asked me to have him call her at 9am tomorrow then. Said she is not too happy about that little episode Friday, somebody should have called first. I told her I will give him the me**age. [redacted]Dec 15 2015 2:25 PMEmailed [redacted]:Ms. [redacted], We proce**ed your payment of $179.00. There is a 3% proce**ing fee. Please refer to your Payment Plan Agreement (attached). We did however waive the $30 non-refundable fee for the returned payment on December 5th. If you would like us to continue to use the new card ending in 9909, please sign and date the attached 'New Payment Plan Agreement' and return by mail or email. Thank you. [redacted]Dec 15 2015 2:16 PM[redacted] replied to the PS payment and said she only authorized $179.00. I wrote and email and had [redacted] send it, telling her that there is a 3% proce**ing fee, see attached Payment Plan Agreement. I told her that we waived the $30 fee for her payment being returned. I created a New Payment Plan Agreement and saved to file. Had [redacted] attach that also. So if [redacted] wants to continue to use the new card, she must sign and date and return the updated form. [redacted]Dec 15 2015 11:58 AMI proce**ed the payment via PaySimple. I changed the credit card info in PaySimple and set up Recurring payments to be taken from the new card. I scanned in the Payment Auth Form and saved to file. I updated the JPC & BS & QB. [redacted]Dec 15 2015 11:25 AM[redacted] called back and gave me card number to proce** her payments. She said she doesnt know why we are having i**ues with her card. She also wants to know when she will hear back about the damage at her house. Also when [redacted] is going to mail the stuff over she said she would. I told her I would check and let her know. [redacted]Dec 15 2015 9:53 AMCalled customer to follow up with her gutters and her failed payments. She said everything went fine. Then I asked her about the payment. She said she knows thats the only reason I called. She will look into it and hung up on me. [redacted]Dec 9 2015 2:16 PMCalled customer to follow up on her gutter install and check on her failed payment to see if she stopped it on her account. LMOM [redacted]Dec 3 2015 2:34 PMCalled customer to let her know that we will be out saturday to do her gutters. LMOM [redacted]Dec 3 2015 2:33 PMAsked [redacted]t to email gutter scope to [redacted], they will squeeze this job in Saturday. [redacted]Dec 2 2015 9:20 AM[redacted] called today and said she has been running the neighborhood chasing 3 hogs for two hours because they figured out the fence was broken. Now they won't stay in the pen because they know they can get out. She said we need to have someone out there today to fix it. This is ridiculous. I said I would talk with [redacted] and see what we could do asap. [redacted]Nov 23 2015 1:16 PM[redacted] called back today to speak with me and **. We explained to her about how what occurred with our crew and our salesman was unacceptable. And we would get to the bottom of it and see if we could come to some common ground. [redacted] has a list of things that she had i**ues with. We also explained that the picto she received in the mail was different material and a promotion. Didn't tell her it was a cash price and she is financed because I wasn't 100% sure that the picto was a cash price. [redacted]Nov 23 2015 1:13 PMCalled [redacted] Friday. LMOM [redacted]Nov 20 2015 4:25 PM[redacted] said that [redacted] called again today, wanting to speak with an owner. I discu**ed the situation with [redacted] and he told me to have [redacted] call her. I text [redacted] and asked him to read the notes and then give her a call and let her know that he is in the family/an owner. [redacted]Nov 20 2015 2:26 PMCustomer called and wants the owner to call her [redacted]Nov 20 2015 10:58 AM[redacted] called back in wanting to know about her gutters. Let her know that her gutter scope has been sent to the gutter crew and we are waiting for them to schedule her. Apologized and let her know that we are trying to get all of our customers jobs done as quickly as po**ible. Let her know that she is not the only one waiting, we are very busy right now and we are trying our best to get these jobs done in a timely manner. She said " I know it's not your fault, I just have had alot of i**ues already and am still waiting on a call back from management." Let her know that when they come in I will have them call her. She said ok Thank you. [redacted]Nov 18 2015 2:38 PMFound a voided check by itself in my box, I scanned it into the file. [redacted]Nov 16 2015 4:21 PMCustomer called in and wanted an update on her gutters. I let her know that I do not have a date as of yet but as soon as I get an update from production we will call and let her know. She said if something isn't done by the end of the week she will go somewhere else. She also went on to tell me about how the roof install ended up being a complete disaster and she is still waiting on something to be done about that. She was getting very upset and she wanted to speak to a supervisor. I let her know that I would get the me**age to my bo** when she comes in tomorrow morning. She just hung up on me. I went ahead and text [redacted] Scholl about the conversation. [redacted]Nov 13 2015 1:42 PM[redacted] called asking when the gutters are going to be installed. I asked SR and she said she has her on the schedule and is working on the schedule right now and I can let her know when she finishes later today. [redacted]Nov 12 2015 2:57 PMLien filed with Clermont County Recorder. Scanned in & saved to file receipt. Updated JPC. [redacted]Nov 5 2015 3:52 PMReceived November Payment - I gave the cash to [redacted] and scanned in the Receipt of Cash as 'Cash Payment.2nd Installment ($179.00). I updated the JPC & BS & QB. [redacted]Nov 5 2015 2:18 PMCustomers daughter came in and paid $180.00 CASH. I gave ** the money and receipt. [redacted]Nov 4 2015 2:08 PMApproved [redacted]'s Invoice. Updated JPC. Payout 11/6/15 [redacted]Nov 4 2015 11:44 AMAdjusted paysimple to cancel November payment from being auto drafted. Customer is supposed to bring in cash TOMORROW for her November payment. Autodraft resumes December 5th. [redacted]Nov 4 2015 11:39 AMCustomer called and said the payment wouldn't clear she wanted to bring cash today, [redacted] said as long its in tomorrow it would be fine. [redacted] changed pay simple Peggy [redacted]Oct 30 2015 1:55 PMApproved RSG Invoice. Scanned to file. Updated JPC. [redacted]Oct 30 2015 12:14 PMRoof completed yesterday. One plywood replaced. Updated JPC. [redacted]Oct 30 2015 9:53 AMwent to [redacted]s house to see what she was so upset about and she was mad that there were shingles in her yard (as we are doing the tear off) and that we ruined her daughters bday because we over drafted her account by taking a payment for her roof out. she told me there is nothing I can do for her and she will just have to deal with it [redacted]Oct 29 2015 10:05 AMRoof started today. [redacted]Oct 29 2015 9:53 AM[redacted] called and said the crew showed up this morning and she has been dealing with [redacted] and wants to speak to someone higher than him. I asked her if she wanted to tell me what was going on she said she will just talk to the supervisor. She said something that was supposed to be good has just turned into one disaster after another. I told her I will let them know as soon as I see them today. [redacted]Oct 27 2015 10:57 AMEmailed PDF notes to [redacted]. [redacted]Oct 27 2015 10:34 AMCustomer called an asked how long after the roof do the gutters go on. I told her we are looking at 3-4 weeks. She said this is just another disappointment and hung up. [redacted]Oct 27 2015 8:30 AMCalled customer to let her know the crew will not be roofing today, and possibly not tomorrow either, there is a high chance of rain tomorrow, We will keep her updated and let her know as soon as possible. LMOM [redacted]Oct 26 2015 4:49 PMCustomer called and wanted to know if crew was coming because she had to run. I told her I would check with production and call her right back. I asked SR, she said the crew headed over to [redacted] about an hour ago. She said it's an easy roof so she doesn't see why they would not get finished tonight so she is next in line and they are estimating the crew will be out tomorrow however there is a 100% chance of rain too. I told her we will keep her updated. [redacted]Oct 26 2015 11:38 AMCustomer called in and wanted to know if her roof was still being done today. Let her know that the crew would be over later on today to install. [redacted]Oct 23 2015 12:21 PMEmailed roof order to RSG for drop first out Monday. [redacted]Oct 23 2015 12:17 PMCalled [redacted] to let her know production is planning on dropping her material Monday and installing Monday, weather pending. Confirmed color is Atlantic Blue. Drop material anywhere. She asked me if she could get a call back from someone, said she doesn't know the chain of command but she last spoke to the office manager. I told her I will try and see what I can do for her. [redacted]Oct 20 2015 2:35 PMEmailed [redacted] and told him that this needs fixed today. [redacted]Oct 20 2015 2:28 PM[redacted] called and is very upset that her payment came out because her contract says 0 due at signing. The payment form for the deposit was put in ** box, then passed to me for proce**ing. It was 8 days after signing but 4 days before her agreed upon date. She is saying that [redacted] told her not until Nov. 5th. Brought this to [redacted]'s attention because no where does it explicitly state the first payment is due on Nov. 5th. [redacted] told me to email [redacted]. [redacted]Oct 15 2015 8:58 AM[redacted] and I Went over notes about her payment. Her payment isn't supposed to come out to the 5th but it wasn't her payment that came out it was her deposit. I spoke to her and she said it was 0 down and nothing was supposed to come out till November 5th per [redacted]. I told her I would get back with her. Shes livid. [redacted]Oct 8 2015 3:58 PMcalled and talked to [redacted] to find out about her insurance and she didnt have any on the house at the time but now she does if she would have had insurance I could have gotten the whole thing bought because of severe hail damage9:01 AM 10/6/2015 going to call [redacted] today to find out if she can do insurance for her roof and she said that if she can she is going to finance windows (MP)5:48 PM 10/5/2015 went to [redacted]s house and took pics and walked roof she was there and i talked to her she has all kinds of hail damage and asked her if she wanted to put in a claim but her mom owns the house so she has to ask her (MP)5:20 PM 10/3/2015 Deposit - Updated JPC & BS. Reviewed QB & Recurring Invoice (**)2:17 PM 10/1/2015 Processed deposit. Emailed customer a receipt. Updated JPC and QB. Scanned in pymt auth form. (AM)1:25 PM 10/1/2015 Called [redacted] to let her know we do not have a tentative date for her yet but I should within the next few weeks. I told her it is possible we are looking at the end of October for an install but that is only a guess, it all depends on the weather and other unforeseen issues that may or may not arise. She said ok and asked when her pymt come out. I told her her pymt may take a few days to process but it should come out in a few days then her next pymt wouldn't be due until November 5th. She said ok. (ML)5:33 PM 9/24/2015 Assigned P.O.# (SR)4:52 PM 9/24/2015 [redacted] emailed me a sketch report for customer. I saved to file. (ML)12:28 PM 9/24/2015 [redacted] brought in folder. I scanned in all docs and saved to file. Signed contract, what to expect, payment plan agreement. I filled out a pymt auth form and put in ** mailbox to process. Submitted PO to production. (ML)2:27 PM 9/22/2015 [redacted] just called to reschedule with [redacted]. We rescheduled for tomorrow at 3pm. I added to [redacted]'s google calendar. (ML)9:47 AM 9/22/2015 [redacted] just called and said that she needs to cancel and reschedule because her son just had a seizure at school. (AM)1:14 PM 9/21/2015 Customer called in for [redacted]. Called and LM for [redacted] to call her. (**)9:15 AM 8/4/2015 [redacted] said leads dead he has followed up many times. She will not return his calls. (Bd)ADDED TO DEAD LEADS4:11 PM 7/22/2015 Ms. [redacted] said everything is great she has been busy but will be emailing [redacted] a list of questions that she has tomorrow. I will give [redacted] a heads up. (TR)4:47 PM 7/13/2015 Ms. [redacted] called interested in new gutters. She would also like someone to look at her roof. [redacted] referral. Interested in our financing. Available Thursday afternoon this week. We scheduled for 2pm on Thursday. I added to [redacted]'s google calendar. (ML) -------------------------------------------------------------BEGINNING OF CUSTOMER NOTES ABOVE. -------------------------------------------------------------[redacted]FOR Revdex.com ADMINISTRATION[redacted]It is my opinion that Ms. [redacted] desperately needed her roof fixed, but lacked the financial means to do it. I believe she took advantage of what we had to offer, but was frustrated with her own situation knowing she does not even have the $179 monthly payment that she agreed to (as evident by her two failed transactions). Knowing that she does not have the money, she is looking for any and every excuse to not have to pay us for all the hard work we have done. She has a professionaly installed roof which looks great and has passed inspection. The clean up met, or exceeded my expectations and I ask the Revdex.com dismiss her complaint against our company. We work very hard to maintain a good relationship with all of our customers. There are some people that no matter what you do for them, they will never be pleased. Ms. [redacted] is just that. All I can do is sincerely pray for Ms. [redacted], and hope her situation gets better. I am very sorry that she feels the way she does about my company.Thank you for listening.[redacted] - Executive Vice PresidentTo see before photos of Ms. [redacted]'s property, please click this link: https://www.dropbox.com/sh/gu5sxzsifyufcft/AABnaOPc6PSL0n2EXY_EVZ8ua?dl=0
Mr. [redacted] contacted our office to notify us of a leak and we promptly corrected this issue. We put the interior repairs on our schedule and recently finished the work, to the customers satisfaction.
In addition to the contract being signed, another document 'What To Expect' was also initialed and signed that refers to issues such as this. Here is an excerpt of that document. Post Project Damage – If any damage is observed to your property and you believe this to have been caused by...
Frisby, then you MUST document the damage with PRIOR and POST photographs, This means, you are required to take photos of your property prior to the start of our work so that if any damage is observed, there is no question as to who is responsible. This also includes interior photos. Please date and time stamp all photos. You acknowledge all claims of damage will be dismissed without proper before photographs showing the areas of concern. In response to the complaint filed; We have inspected the gutters and determined that the crew did cause damage to some of the gutters. We have expressed our apologies and have also tried to remedy the situation by offering to replace those damaged areas. A Gutter Estimate was also requested by Mr. [redacted], to replace the remaining areas of gutters around his home. We provided the Gutter Estimate to him on 04/05/2017. We also provided a revised Gutter Estimate to him on 12/28/2017, at a discounted rate (deducted $1,200.00). As a company executive, I believe that our offer is more than fair. We are willing to replace the damaged gutters and extend a discount of $1,200.00 off of the purchase of new gutters all around the home. I have attached the “What to Expect' form for your review.
Dear Revdex.com, and potential future customers of our company, As the owner of this company, I take the reviews I receive very serious. Bad service for my customers is something I absolutely will not tolerate with my staff, and everyone here knows and understands my expectations when dealing...
with my customers. It literally hurts my heart to hear when customers are upset with my company because it makes me feel like there is something I could have done, or should have done differently to try and keep a negative review out of our company's profile. My family has been doing this work for over 35 years and we only got to this point from dealing honestly and fairly with our customers. Our customers are the essential backbone to any business... and to upset your customer purposely is business failure 101. Having said all of this, I looked deeply into Ms. [redacted]'s file to get answers to her complaint. Here is my conclusion of how I think my staff handled this matter. When I first read this review from Ms. [redacted], my immediate response was to check our internal note system to see who she had been dealing with. As soon as I started reading the notes, it quickly became apparent to me of why this situation went sideways. Before I start with my explanation, I must add that we DID IN FACT DO WORK on Ms. [redacted]'s property. Her siding had blown off the side of her home and we quickly responded to her need for assistance, purchased a tarp, and secured the damage so no water could enter her home... which would obviously create additional damage. We have documented proof which can be seen by visiting this link: [redacted] I began reading the notes and saw how much work we put in for Ms. [redacted]. Ms. [redacted] claims she "signed a form to allow us to give her an estimate". This is not true. We provide FREE ESTIMATES to everyone and would never ask a customer to sign just to receive an estimate. That is not how we do business and we caution anyone who deals with a contractor making them sign something just to get an estimate to steer clear of that company. Due to the damage caused to Ms. [redacted]'s home from the wind storm back in Spring of 2016, we offered a suggestion of filing a homeowner's claim, because we felt this damage was extensive enough to warrant a full replacement of siding on her home. From the notes and speaking with my staff, she was ecstatic about the possibility of getting insurance to pay for this siding. We have extensive knowledge and experience dealing with the insurance companies and our knowledge and experience is something we utilize to help cover claims that may other wise be denied had the homeowner dealt with everything on their own. In this particular case, Ms. [redacted] had initially requested an estimate from us. It was OUR COMPANY who informed her about the insurance possibly being responsible for this damage. It was at this point, we asked her if she would like us to work on her behalf to help advocate for her on how to file the initial claim, how to deal with the insurance filing process, meeting with the adjuster, as well as following through with ensuring she was given everything she was entitled to from her insurance company. This involves an immense amount of time and resources from our company, so we gave Ms. [redacted] the option.... she could either have us provide her an estimate and she would be free to choose whatever company she wanted... or she could sign a CONTINGENCY FORM (as seen and signed right here: [redacted] This contingency form is a promise and guarantee that if we spend all the time helping file the claim, meeting with the adjuster, writing the estimate, coming to mutual terms with the insurance company and/or arguing with the insurance company for coverage in a denial situation, then we would in turn be promised the work for the agreed upon insurance proceeds. We have this form in place (like 99% of other contracting companies) for this exact reason. We can not afford to utilize our time, experience, expertise, knowledge, along with all our network of contacts, just to have a homeowner take the insurance proceeds and put the money in their pocket.... or hire their uncle bob to do the work for a cheaper price. This is actually considered Insurance Fraud. There is State and Federal law that CLEARLY STATES that a homeowner SHALL NOT PROFIT from a homeowner claim. In this particular case, the insurance company WAS giving our company a hard time and not wanting to pay for replacement of Ms. [redacted]'s siding. We have countless documented hours showing the measures we took in order to finally get an approval from the insurance company to re do the siding on her home. This process unfortunately took months to complete... and remember... because we have this agreement in place.... we have not charged a penny to Ms. [redacted]. We know that we will be paid once the insurance company finally cuts the check and the work is completed. Ms. [redacted] never gave us that opportunity though. We spent months of hard work, AS WELL AS MONEY, TIME, GAS, RESOURCES, and LOST OPPORTUNITIES from other potential clients, because we were helping Ms. [redacted]. We made sure her home was water tight, and kept her updated through the entire process. After we FINALLY got insurance to agree to fund the replacement, Ms. [redacted] suddenly became unavailable and stopped communicating with us. This is a very frustrating feeling as a contractor when you know how many hours you have into a project, and you get this sinking feeling that the homeowner is trying to take their money and profit from their loss. We began emailing Ms. [redacted]. Ms. [redacted] was opening our emails but was refusing to respond. Despite all of this.... despite the contract form signed... despite the work we had put into her house.... despite all the hours I spent for my staff to help her out.... I WAS STILL willing to work with her... even though she had breached her side of our agreement and was taking the money we worked hard for. When I knew Ms. [redacted] had chosen a friend to do the work, despite the prearranged contract (which was NOT an estimate it was a guarantee that if we do all this hard work, we will be guaranteed the job if its approved.... if it wasn't approved, she was obligated to NOTHING. It was literally a win-win for her), I was frustrated to say the least. Even though I was frustrated, and technically could have pursued our contractual agreement through courts.... I was willing to peacefully part ways with Ms. [redacted] and let her go her own way. I offered to settle the matter with her for $500.00. This was a VERY VERY GENEROUS offer considering the incredible amount of time and resources put forth in her project. Ms. [redacted] refused to answer us. She refused to give us any acknowledgement whatsoever. It was only about a week after we filed a lien on the property for the work we did complete, did Ms. [redacted] post this negative review. In conclusion, the point of this story is.... I WANT MY CUSTOMERS HAPPY. Make no mistake about it.... we work EVERY SINGLE DAY helping people ANY WAY we can so that they have a pleasant experience with us.... it's the reason we have so many positive reviews here! We ALWAYS try to treat other people how we wish to be treated ourselves...... but unfortunately.... there are some people who you can never please..... who will always want something for free..... who are completely unreasonable by their very nature.... We respectfully prefer not to work with these type of people to begin with. We love dealing with pleasant, loving, understandable people as our customers. No one wants to be walked over.... including us. There comes a point in time where you have to stand up to the people in life who truly are doing you wrong. If anyone wants to see any additional documents regarding this complaint, we will be happy to share everything with you (except private customer information of course). I hope whoever is reading this looks at the facts provided in our response. I ask the Revdex.com to dismiss this complaint based on facts submitted. Please remember, we started this fight FOR Ms. [redacted] on May 10th, 2016..... she was given a payout by her insurance company which we worked for...... we have received NOTHING in return for our work, or services rendered.... and it is now December 19th, 2016. It was only after we took this measure that we were finally able to get a response from Ms. [redacted]. I'm sorry it's not the response she was hoping for, but we can not work for free... I'm sure everyone can understand this concept. Respectfully, The Frisby Family.
Dear Revdex.com, You have requested a follow up to our initial response to this complaint. Here is what we are doing as a company to try and help The [redacted] family during their time of frustration. As we mentioned before, we are not admitting fault as we do not believe this to be caused by our company, but for sake of not arguing the matter any longer and trying to make the [redacted] family happy with us... we are going to do the following for them:We are going to wrap the wood trim to cover the step flashing we installed.We are going to install new flashing and shingles at the base of the roof as we see fit and neededWe will remove and replace the lower rows of shingles on the front to ensure they align properlyWe will straighten the ridge caps as we see fit and neededWe will also remove and replace any broken and or missing shingles that we come across.Please remember, this contract was not for a full roof replacement and only called for a partial area to be done. We want Mr. & Mrs. [redacted] to be happy and our owner has agreed to do this stuff for them free of charge, as well as waive the initial invoice which was sent that originally caused Ms. [redacted] to get upset, as stated in her initial complaint. So at the conclusion of this situation, Ms. [redacted] will have the above work completed in addition to the original contracted work, as well as have the outstanding balance on her account removed. There will be no charge for the work stated in our response.We feel we are going well above and beyond the call of duty by doing this and we hope the Revdex.com can see our genuine concern for wanting to make this customer happy. We are sorry it had to come as a result of negative feedback, but in our defense, our owner, David Frisby, did try and do these things for The [redacted] family before, but she did not want us on her property. It was only after she got an invoice that she posted the negative review... so please take this fact into consideration before rendering a final decision for or against our company. We are trying to do the right thing regardless of cost or fault in the matter.
Good Morning Revdex.com, & to our past, potential, and future customers,I would first like to start out by stating I am sorry this homeowner feels the way he does about our company, but I can certainly tell you there is far more to the story than what has been presented by Mr. [redacted]. I would also...
like to say that for every negative complaint a company gets, there are countless happy customers that do not necessary take the time to post their experiences. Please take this into consideration before drawing a final conclusion about our company. We do in fact care very deeply for our customers and in fact, without our clients, we would not be where we are to this day. We consider ourselves very blessed and fortunate for all our customers who have supported our family owned company through the years. Having said all this, I will now address the complaint at hand.Mr. [redacted] did in fact pay us $[redacted] to repair a bad piece of plywood and shingles which caused active leaking into his mobile home. Upon assessing the repair area, our company foreman, and company staff both advised him a repair is not going to be sufficient to prevent all the damage that was continuing to occur. We informed Mr. [redacted] he desperately needed a new roof due to the horrible installation by the previous company. We even specifically showed him the areas which were going to continue leaking after we fixed the area of concern we first spoke about together. (When we fixed this area, the water stopped leaking here, but continued to another bad place in his roof, just as we predicted would happen, and told him would happen. The only difference was, the new area of leaking was not in a critical place over their bath tub as the existing one was at the time.) Mr. [redacted] acknowledged this to be true and agreed to move forward with the scope of work, and said he would save his money to fix more of it later. (We have documentation of this fact in multiple areas of our documentation). When we finished the scope of work agreed upon, both Mr. [redacted] and his wife, [redacted], were extraordinarily happy with our crew foreman, our staff, and our overall company professionalism. So much so, they posted the following Revdex.com review on April 22, 2015 (Which can be seen by scrolling through our positive reviews) "We had to have some work done on our roof recently and called Frisby Construction to do the job. They came right out, assessed the damage, and fully explained to us what needed to be done. Everyone we dealt with was extremely professional. The gentlemen came out to do the repairs, knocked on the door and introduced himself, explained again what he would be doing and went to work. When the job was finished he again knocked and explained fully to me what he did, what he encountered while he was on the roof and could see inside, and suggested some further repairs in the future. We had had some shotty work done in the past and he was quick to notice and bring to our attention some serious issues. He not only told us about the issues, but SHOWED us the problems as he found them. This is an honest company with honest employees. I was informed of everything. Not only was the job done right and done promptly, but my home was left in better condition than when they arrived. All the debris from the job was removed and even vaccuumed up. From beginning to end I was extremely satisfied and impressed with this company and would definitely recommend their work to everyone I know!This customer had a POSITIVE experience with this business.This customer WOULD recommend the business to a friend, family member, neighbor or colleague.by [redacted] M. on 4/22/2015 | Submit a Customer ReviewWas this review helpful to you? YesNo1 person found this review helpful ."After reading this review, it should be readily apparent that we did in fact perform the agreed upon scope of work to the best of our ability and tried our best to ensure our customer was happy, just like we try to do with all of our customers. The issues began to arise after heavy rainfall months later, and the husband, Mr. [redacted], thought the new area of leaking should have been fixed at the initial time of the first scope. I tried to explain to Mr. [redacted] that we discussed this very thing would happen, and that he needed a new roof (As shown in the photos attached). Mr. [redacted] called on a Monday and asked us to come back out to his home and look at his roof again. He was told that he would be placed on our schedule and we would in fact send someone over to his home to go over the work and area of leaking again, even though we didn't even have to do this. The same week, two days later, on Wednesday, Mr. [redacted] called our office and was BELLIGERENT towards my office staff. So much so that he had the young lady shaking who took the phone call. I immediately drove over to his home in an attempt to find out why he was talking to our staff as he was and to look at the areas he was complaining about. I was upset when I went over to his home, but I maintained my professionalism to the best of my ability. Mr. [redacted] demanded a refund and said we did an awful job. Mind you, the review above was submitted, and the complaint to our office was over a month after we had already completed the initial scope. My father, [redacted] Frisby, Sr. also stopped what he was doing to come over to Mr. [redacted]'s home. (We recorded this entire encounter for our own protection, and have a copy of the recording if needed). Mr. [redacted] refused to let my father on the roof and told us we needed to leave his property, that he was calling the news on us. Mr. [redacted] appeared to be intoxicated at the time and I also smelled alcohol on his breath. I am experienced in this field as I am also a police officer of 11 years. My father and I spent approximately 45 minutes to an hour at his home without coming to a resolution, due to Mr. [redacted]'s belligerent behavior. The conversations ended, and this is where everything was left, until the complaint was filed.Here is a copy of our log with the [redacted]'s. (We keep the log of activity for all of our customers as their project progresses).2:30 PM 3/12/2015 [redacted] drives past our office and would like to get an estimate for a repair to his roof. He has an active leak in the left rear corner, approx 4x4 foot area. He is available Monday, Wednesday or Thursday after 1:00pm. I text [redacted], he is not available today, however he can do it on Monday (SS)2:02 PM 3/13/2015 I asked [redacted] to contact [redacted] and confirm the appointment for Monday March 16th after 1:00pm and we can call when we are on our way. (SS)4:22 PM 3/19/2015 [redacted] just called and said he called last week for someone to come out and look at his roof and he hasn't heard back from anyone. I apologized and let him know I would get his information over to someone so they would call and schedule with him right away. (ML) 4:29 PM 3/19/2015 Called customer and scheduled him next thursday btw 1:30-3:30 with [redacted], told him that I will call him Thursday morning to confirm the appt. (AM)3/26/15 Met with Mr. [redacted] at his residence. Assessed his issue. He agreed to meet me at the office where he gave a $[redacted] deposit for his repair. He signed a proposal and received a receipt for his deposit. We need to address his issue soon that way he is not dealing with a leak anymore. (TM)2:17 PM 3/27/2015 Rcvd deposit, updated JPC & BS & LS and submitted a PO Form into Production (SS)3:06 PM 3/30/2015 Assigned P.O. #. (SR)2:19 PM 4/1/2015 Texted [redacted] and asked him to place contract/estimate in file. I can't schedule if I don't know what it is. (SR)1:35 PM 4/6/2015 Called because his roof repair isn't done and his roof is leaking and wants it done before the rain, said that it's been 2 weeks and still nothing. Told him that I will give [redacted] a call and see what we can do. (AM)4:30 PM 4/6/2015 Emailed online profile link. (ML)4:54 PM 4/15/2015 Called Mr. [redacted] to let him know that we haven't forgotten about him and production has informed me that they are going to try and get out to him within the next week. I told him when they let me know when they are sending the foreman out I will call him to let him know. LMOM. (ML)5:33 PM 4/17/2015 Had [redacted] let customer know that his repair will be made tomorrow. (SR)5:23 PM 4/20/2015 [redacted] did do this repair over the weekend. I let [redacted] know. (SR)3:35 PM 4/21/2015 Mr. [redacted] came in to pay his final balance. He said [redacted] was REALLY REALLY GOOD. He said the people who roofed his roof didn't flash it right. [redacted] told him he could fix it and Mr. [redacted] is willing to pay him. Because "[redacted] IS AWESOME!" (ML)4:06 PM 4/21/2015 Rcvd final check, processed as an echeck and emailed Mel a copy. I scanned in the copy to the file and updated the JPC & BS & LS. SS)2:18 PM 5/5/2015 Asked [redacted] to give [redacted] a call and see what it was he was wanting [redacted] to do at his property. (SS)2:49 PM 5/5/2015 Spoke to [redacted]. He said [redacted] was going to send [redacted] out to do the touch up work on his flashing around the fireplace and vent stacks for free if he left a Revdex.com review. He said he wants [redacted] back out. He is AWESOME. Also would like a price on taking off and replacing vinyl siding. 3-4 pieces. He has the pieces and stuff to replace them just needs someone to do it. I told him I would ask SS if [redacted] can do that, I believe we have a per man hour rate that we may charge for labor work like that but I'm not sure. He said he would come right up and pay us afterward for it because he knows [redacted] won't take money. He is available all day this Wednesday & Thursday. Next week he is available Monday, Wednesday & Thursday. (ML) 11:56 AM 5/7/2015 Saved work order to file, assigned a #. (SR)8:21 AM 5/14/2015 Emailed customer to let him know we have not forgotten about him. I am waiting to hear from production on when we can send [redacted] out and thanked him for his patience. (ML)11:33 AM 6/2/2015 Emailed Mr. [redacted] about financing a new roof because he needs one very badly. (AM)4:17 PM 6/25/2015 [redacted] called about the financing estimate he received. I explained it to him and he said that the shingles are fine and doesn't want a replacement but wants the inside drywall and ceiling repaired where the water had leaked down. Scheudled for Thursday July 2 with [redacted]. (AM)1:28 PM 7/20/2015 [redacted] called and said that the plywood was not replaced and shingles were just put down and the water from rain yesterday poured in through the ceiling and damaged the wall in the bathroom. I told him that I will talk to production and get [redacted] right back out there. He was extremely mean and rude to me. [redacted] overhead the conversation. (AM)1:35 PM 7/20/2015 I am heading out to speak with Mr. [redacted] in person (JF)9:00 AM 8/21/2015 Mel advised me of a Revdex.com complaint. She said he has called the news on us. I told her I would handle it and respond to the review . (JF)9:55 AM 8/21/2015 I called [redacted] and left a message for him to please return my call on my cell. (dfsr)END OF LOG:I am not sure what this customer expects us to do at this point. He needs a new roof. He only paid $[redacted] to do work to stop the leaking over his bathtub. This work cost our company approximately $[redacted] in labor and material. We made a total of $[redacted] profit on this job. I believe this is a situation of where the customer is accusing us of "you touched it last, so it's your fault." If you look at our notes, you can see where we are being blamed for damage that had already occurred in his home prior to us even touching it. As stated, in the following note, you can see Mr. [redacted] acknowledges the damages nearly a month in advance, before he complains that the damage is our fault.4:17 PM 6/25/2015 [redacted] called about the financing estimate he received. I explained it to him and he said that the shingles are fine and doesn't want a replacement but wants the inside drywall and ceiling repaired where the water had leaked down. Scheudled for Thursday July 2 with [redacted]. (AM)1:28 PM 7/20/2015 [redacted] called and said that the plywood was not replaced and shingles were just put down anded the wall in the the water from rain yesterday poured in through the ceiling and damaged bathroom. I told him that I will talk to production and get [redacted] right back out there. He was extremely mean and rude to me. [redacted] overhead the conversation. (AM)I ask that the Revdex.com dismiss this complaint as we have done all we could for this customer. We believe him to be irrational and trying to place blame on our company for something we did not do. It is unfortunate that Mr. [redacted] would do this to us and put us in this position, but we try our best to do right by each and every one of our customers, including Mr. [redacted]. We feel we have accomplished our goal of doing right by Mr. [redacted]. We are sorry he does not see it the same way.Respectfully,[redacted] FrisbyClick here to view all the files associated with Mr. [redacted]'s project:
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My view on the matter has not change, but, my view has changed on the type of business Frisby purports to be is and the view that I have about the Revdex.com endorsing this type of business, certainly has. A sad state of affairs, I'm glad that I don't run my business that way.
Regards,
[redacted]
Dear Mr. & Mrs. [redacted], Revdex.com, & The Revdex.com Community, As always, we take our reputation very serious and we hate when customers feel so upset they feel the need to post their experiences on the internet. I have reviewed the complaint made by the [redacted]' family and have had a chance...
to speak with our staff regarding the matter. This job was one where our company agreed to do partial work on a piece of the [redacted]' property, and was not contracted to do the entire roof replacement. This is what makes these types of jobs so difficult and is one reason we try to steer clear of these types of agreements. Inevitability there seems to always be an area that becomes unclear between the parties on whether or not that was "contracted work". This situation almost always turns into a "well... you touched it last" situation... so it must be your fault! The owner of our company, Dave Frisby, made contact with Ms. [redacted] when we first learned she was upset... and even tried to reason with her and her husband to come to an agreement on some sort of scope of work to fix the issues at hand, regardless of whose fault they were. On many occasions we attempted to reason with Ms. [redacted] and the owner said he would just come out and fix the areas of concern she had, but Ms. [redacted] insisted those items be put in writing, and made it difficult for us to address the issues. After several additional conversations back and forth, our company and Ms. [redacted] were finally able to temporarily agree to work things out. We are aware the Revdex.com will likely be updated with Ms. [redacted] response on whether or not she is happy with the final results, but we are certainly trying to make her and her family happy. We are not always perfect, but we always try to make things right.... even if we don't think they are always our fault. This was a nasty situation of "you touched it last" in our book, but the important take away here is that we are still willing to work with Ms. [redacted] to try and make her happy. We hope her follow up Revdex.com response reflects the same! Respectfully, The Frisby Family
Ms. [redacted] did contract with us to replace her roof June 27th 2016. We were notified of an issue with the gutter not being attached properly. We sent a technician out to correct the problem. We put the gutter back exactly how it was prior to the roof replacement. We let the customer know that it...
was initially installed incorrectly by her gutter technician but she wanted us leave it how it was initially configured. Ms. [redacted] called us back almost one year later stating she was having the same issue. We again reminded her it was installed incorrectly and we already fixed it twice as a courtesy. You can also see in the photos that her cable wires are helping hold down the gutter, which is not recommened. We added additional caulking around her chimney to correct any leaking and the customer was satisfied. The stucco on the home was damaged prior to the roof replacement. We have provided before and after photos of this area. We let Ms. [redacted] know that there was exisitng damage to the stucco and if we removed and replaced the old flashing in this area, further damage would occur. We are more than willing to correct the flashing, however, Ms. [redacted] must sign a waiver of liabilty, as we will not be responsible for any further damage to the stucco. With the current condition of the stucco it is not in the best interest to remove and replace the flashing and we advise against it. We are willing to work with the customer to come to a resolution.