EZ Home Solutions

Initial Business Response / [redacted] (1000, 5, 2015/08/19) */ We spoke with our customer [redacted] many times in regards to the invoice, balane due, & work that was to be completedWe've walked her through the insurance paperwork line by line to explain each item of workIn the end she understood the final invoice and that's why she submitted final payment to us The insurance company approved replacement of the following: Roof on house & garage Gutters on house & garage Interior work which includes repairs to kitchen & bedroom Paint a small trim piece on the garage (Not the entire garage) Awning replacement and paint of awning We have a signed contract dated 9/4/stating EZHS to complete roof and gutters per claimAlso states EZHS not complete Awnings, paint, & interior work The amount approved by your insurance company was $13, Your final invoice reads as follows: Perform all work per insurance proceeds $13, Credit all interior work not completed -$1, Credit for Awning & paint not completed -$1, Payments from [redacted] are as follow: Down Payment of $2,9/3/ Final Payment of $8,on 7/17/ With the payments received [redacted] overpaid by $ The refund check of $was paid and mailed to [redacted] on 7/17/ We value [redacted] & [redacted] as customers and hope this will help her to fully understand the invoiceWe would also be willing to either go over the invoice again with [redacted] on the phone or if needed we can schedule an appoinment to go over the invoice in person

Complaint: [redacted] I am rejecting this response because:In Fairness as a response: I apologize for being sharp with you on the phone, however, Your response shows you do not take any responsibility with resolving problems You stated I immediately started blaming you for a low bid, which is entirely untrue since it was towards the end of the conversation From your response in previous complaints from other clients, including this one, the blame is set on the client, entirely I admit I could have responded in a different way to ease the conversation, however, during the phone call you never once offered any solution to the problem and or offered to give an estimate, recommendation or recommend a contractor who does this type of workThe blame went to ***, I'm guessing because that is easy when he doesn't work there any longer I strongly urge you take better consideration to business ethics I believe this whole conversation would have been resolved with the simple statement from you " I'm sorry we cant start your work because I believe there may be other issues which could cause problems and we are not the proper contractor for this type of job We should not have bid this in the first place, please accept my apology and we will send your deposit back immediately Please keep us in mind for future projects Also, I did some research for you and we know a contractor that can help you, here is his information Again, I apologize and hope that you consider us in the future because we value you as a previous customer." Instead you called back and tried to antagonize me, which is harassment by the way Certainly not what I would expect from an owner Just so you know, My office has several dead areas that drops calls That is why when you called back I answered professionally, I knew it was your number but before I had a chance to talk, you slandered me then harassed me and hung the phone up I suggested you find out more information before jumping on your clients whom under any circumstance don't deserve to be treated so disrespectfully, a good business has to have clear ethical behavior May I suggest next time to simply state "I'm sorry, we must have lost our signal or something, where were we?" At which point I would have told you I have dead zones If I hung up on you, I would have stated, "No, I just hung up on you because your rude"Second, as stated by you, you do not have the experience with StLouis soils I told you I talked to two other carpenters and one inspector who stated the exact same thing that [redacted] suggested They suggested they would do the same work you "quoted" first, then if it settles any more, I should seek someone who mud jacks or can correct it They had almost identical suggestions and were clear that they would not recommend tearing up and re poor or mud jack at this time, they felt that would be a waste of money since the settling was and there were NO signs of other problems from settling such as sink holes, foundation problems, driveway settling towards the porch, new or fresh areas of concrete showing on the foundation which indicate recent settling Basically, they stated, don't spend the money on something that doesn't need to be done So, I will be seeking out another contractor to perform this work and assessmentNo one from your company besides ***, actually showed up to meet me and explain anything I was told the installer stopped by when I was not there and inspected the work he was going to perform, but no one made an appointment to meet me and show me the problems and or what visual problems they found to indicate recent settling In fact, it would have been pretty easy for someone to simply send me pictures of what they found and give an explanation, or better, make an appointment, bring a check, explain the problem, apologize and hand me back the deposit on the spot Therefore, it only reasons for me to think EZ didn't want to do this project and wanted out of it You should have just stated that to begin with, I mean, who wants a contractor to work for them that doesn't want to do the work?As I stated for a resolution : I Want my deposit back promptly, which your willing to do as you stated, and I want this complaint registered for others to see so they can make a fair judgment when they read this entry Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/08/19) */
We spoke with our customer *** *** many times in regards to the invoice, balane due, & work that was to be completedWe've walked her through the insurance paperwork line by line to explain each item of workIn the end she understood the
final invoice and that's why she submitted final payment to us
The insurance company approved replacement of the following:
Roof on house & garage
Gutters on house & garage
Interior work which includes repairs to kitchen & bedroom
Paint a small trim piece on the garage (Not the entire garage)
Awning replacement and paint of awning
We have a signed contract dated 9/4/stating EZHS to complete roof and gutters per claimAlso states EZHS not complete Awnings, paint, & interior work
The amount approved by your insurance company was $13,
Your final invoice reads as follows:
Perform all work per insurance proceeds $13,
Credit all interior work not completed -$1,
Credit for Awning & paint not completed -$1,
Payments from *** are as follow:
Down Payment of $2,9/3/
Final Payment of $8,on 7/17/
With the payments received *** overpaid by $
The refund check of $was paid and mailed to *** on 7/17/
We value *** & *** as customers and hope this will help her to fully understand the invoiceWe would also be willing to either go over the invoice again with *** on the phone or if needed we can schedule an appoinment to go over the invoice in person

In March of 2014, EZ Home Solutions was contracted to perform roofing work in relation to an insurance claim from a hail storm on 2/20/EZ Home Solutions performed roofing work, which was completed on 4/3/It took a full year for the Homeowner’s to pay their balance in full, with final
balance being collect on or around 4/24/In January 2016, we received an email stating that there was a leakOn 1/13/an inspection was performed by our field supervisorHe found that there was no leak from the roofing work that was performed, but rather from serious gaps and loose bricks where the roof ends and the gutter begins. The water is not coming from the roof, but from the open area behind the gutter and gravity is basically allowing the water to get in. In that area, a sturdy wall and gutter board are necessary. In order to fix the problem, the bricks at the top of the exterior wall need to be fixed, and then install a gutter board to the top of the wall, and install a new gutter to ensure proper water flowThe house is over a hundred year years old and the bricks and mortar are deteriorated and need to be fixed, these things weren't caused by any storm damage, just age. EZ Home Solutions quoted the Homeowner $to install a new gutter board, and new six inch gutter with apron flashingThis price did not include the cost to fix the brick work as EZ Home Solutions doesn’t perform that type of work, and the Homeowner’s would need to have that done separately. At this time, we do not believe there is anything that needs to be done by EZ Home SolutionsThe roofing work we completed was installed properly and isn’t the source of the leakWe will still however, honor the initial price that we quoted the Homeowner should he need those services

Talked to *** *** and we have went out to her house on 8/and found no issues with vent or roofingThe problem is a low slope area that is poor by designDuring the conversation with *** she expressed a piece of siding was loose on the house so we scheduled a crew to repair. Original
complaint by homeowner per conversation with her was a mistake on her part. All issues and complaints resolved

Initial Business Response /* (1000, 5, 2015/06/10) */
On 4/27/we met with the *** familyOn that day we signed a contract and received a down payment in the amount of $and we explained to the homeowner that there were several things missing of the original insurance company's estimate
of damagesWe explained to them at that time we would have to write an estimate and submit it to their insurance company in order to get the property readjustedAt the time the claim was $but was missing the following items
Flashing of a pipe boot for the roof
Amount of siding was increased from sf to 1202sf
Moisture barrier was added behind all siding
Replacement of a 9'x7' garage door
The roof on the shed was added
Cleaning and staining of fence was added
Replacement of a Spa cover
On 5/1/we completed and submitted an estimate with documentation of damages above to the insurance company (This is required to get a second adjustment)Then on 5/5/the homeowner called their salesman and told them the AC unit for the house had stopped workingWe immediately got ahold of a local HVAC company to find out what the problem wasUpon inspection the old unit it had a plug that needed to be reconnected and securedThe HVAC company also stated they were low on Freon so we had them fill the unit (None of this was storm related and the homeowner was not getting charged for this the work)On 5/26/the insurance company sent out a second adjuster to review the estimate we providedThey found us to be right and added the above items to the estimate and provided the homeowner a copyThe new estimate went from $to $On 5/28/we met with the homeowners and finalized the projectThey decided not to have us do some of the work and was stated on the contract that they would receive a full credit on the final invoice for work we did not completeAlso on 5/28/the homeowner decided to upgrade the roof to a 30yr architectural shingle, added Ice & Water shield to the roof project, & also decided to pay for the 4th side of siding not paid for by insurance for a total of $additionalThen on 6/1/we called the homeowner to schedule the entire project and the homeowner stated he didn't want us doing any work and would turn away any materials if we had them deliveredWe then explained to them that if they wanted to cancel the project they would have to pay a 15% cancellation fee per the contract
As far as not doing any work for daysIt was not until 5/26/when the readjustment took place with the insurance companyThen within days we had our 5/28/meeting with the homeowners where they chose colors for the roof and siding projectThen on 6/1/we already had the job scheduled for install (We believe this to be a very appropriate timeline)
We here at EZ Home Solutions pride ourselves in helping homeowners get exactly what they deserve from the insurance companyAs you can see we have done exactly that with this claimThe only thing that took weeks was for the insurance company to send out a new adjusterThis is on their time frame not ours
So in closing we only have one of two ways to resolve this problem
We can complete the work per the contract
The homeowner can pay the 15% cancellation fee
We believe we have done exactly what we told the homeowner we would do from the start and deserve either do complete the project or receive the 15% cancellation and will not consider anything else
Final Business Response /* (4000, 32, 2015/06/23) */
The homeowner's have been sent all doc's via certified mailOnce the document is signed and returned to the Corporate Headquarters they will recieve a refund within 5-business days of all monies except the $they have agreed will be kept by EZ Home Solutions as the final settlement amount

***, In response to your complaint, I would like to start by saying, every customer knows that when we sign into a contract, that the jobs are 6-weeks outDuring the course of reviewing your project, me and my team worked directly with the installer to make sure the solution
you and *** my sales rep, came up with would be the right and final solution to your problemUnfortunately, the solution of jacking up the porch and not dealing with the main issue of the sinking concrete porch due to improper soil preparation by the original installer or builder will not be a permanent fix for your problem. This is why I contacted you personally to let you know, I don't want to proceed with work if it doesn't fix the problem and you immediately accused me of trying to get out of a low bid as you saySorry, but we don't give bids, we give quotes, and the project can be done for $It just won't fix the entire problemSorry to hear that you're upset about how it went but I will sleep very well at night because I feel not doing the work is the right decisionI wish you could respect the fact I don't want to do the work unless it fixes the problemMost other companies would just do the work and collect your moneyThen when it becomes a problem again they will just blame the soil and try to sell you more work instead of just doing it right the first time.As far as a refund, I explained to you on the phone I have no issues with it and would be sending it right away.I guess in conclusion, I apologize for being an owner that truly cares about the end results of the projects and not just the money..Thanks for your time and good luck in the future and yes your previous job we did for you that you're happy with will not be affected by this complaint

Complaint: [redacted]
I am rejecting this response because:In Fairness as a response:  I apologize for being sharp with you on the phone, however, Your response shows you do not take any responsibility with resolving problems.  You stated I immediately started blaming you for a low bid, which is entirely untrue since it was towards the end of the conversation.  From your response in previous complaints from other clients, including this one, the blame is set on the client, entirely.  I admit I could have responded in a different way to ease the conversation, however, during the phone call you never once offered any solution to the problem and or offered to give an estimate, recommendation or recommend a contractor who does this type of work. The blame went to [redacted], I'm guessing because that is easy when he doesn't work there any longer.  I strongly urge you take better consideration to business ethics.  I believe this whole conversation would have been resolved with the simple statement from you " I'm sorry we cant start your work because I believe there may be other issues which could cause problems and we are not the proper contractor for this type of job.  We should not have bid this in the first place, please accept my apology and we will send your deposit back immediately.  Please keep us in mind for future projects.  Also, I did some research for you and we know a contractor that can help you, here is his information.  Again, I apologize and hope that you consider us in the future because we value you as a previous customer." Instead you called back and tried to antagonize me, which is harassment by the way.  Certainly not what I would expect from an owner.  Just so you know, My office has several dead areas that drops calls.  That is why when you called back I answered professionally, I knew it was your number but before I had a chance to talk, you slandered me then harassed me and hung the phone up.  I suggested you find out more information before jumping on your clients whom under any circumstance don't deserve to be treated so disrespectfully, a good business has to have clear ethical behavior.  May I suggest next time to simply state "I'm sorry, we must have lost our signal or something, where were we?" At which point I would have told you I have dead zones.  If I hung up on you, I would have stated, "No, I just hung up on you because your rude"Second, as stated by you, you do not have the experience with St. Louis soils.  I told you I talked to two other carpenters and one inspector who stated the exact same thing that [redacted] suggested.  They suggested they would do the same work you "quoted" first, then if it settles any more,  I should seek someone who mud jacks or can correct it.  They had almost identical suggestions and were clear that they would not recommend tearing up and re poor or mud jack at this time, they felt that would be a waste of money since the settling was normal and there were NO signs of other problems from settling such as sink holes, foundation problems, driveway settling towards the porch, new or fresh areas of concrete showing on the foundation which indicate recent settling.  Basically, they stated, don't spend the money on something that doesn't need to be done.  So, I will be seeking out another contractor to perform this work and assessment. No one from your company besides [redacted], actually showed up to meet me and explain anything.  I was told the installer stopped by when I was not there and inspected the work he was going to perform, but no one made an appointment to meet me and show me the problems and or what visual problems they found to indicate recent settling.  In fact, it would have been pretty easy for someone to simply send me pictures of what they found and give an explanation, or better, make an appointment, bring a check, explain the problem, apologize and hand me back the deposit on the spot.   Therefore, it only reasons for me to think EZ  didn't want to do this project and wanted out of it.  You should have just stated that to begin with, I mean, who wants a contractor to work for them that doesn't want to do the work?As I stated for a resolution : I Want my deposit back promptly, which your willing to do as you stated, and I want this complaint registered for others to see so they can make a fair judgment when they read this entry. 
Sincerely,
[redacted]

We understand that Mr. [redacted] has a concern about the installation and the roof failing. The roof itself is not failing; or else there would be damage throughout the house. The interior damage to the kitchen and dining room is directly from the leak at the chimney flashing.  The chimney...

flashing has obvious damage due to an icedam, which is not a warrantable item. During our inspection we documented that a canned sealant was used to band-aid fix the area in question, by someone other than EZ Home Solutions, which is not the correct way to solve the problem. We have since made a temporary repair to the chimney area at no cost to Mr. [redacted]. When we arrived for our inspection Mr. [redacted] had already filed a claim through his insurance for the interior damage that he is asking us to pay for. At that point, we signed a contract with Mr. [redacted], collected a $10 down payment and proceeded as a regular job. We informed Mr. [redacted] that we would work with his insurance company to get them to pay more for the interior damages, and to pay for the temporary repair that we did in order to stop the leaking. The claim amount was less than his deductible, and Mr. [redacted] didn’t want to pay anything out of pocket. EZ Home Solutions performs exterior remodeling projects per the insurance company’s scope of loss. This estimate from the insurance company provides a line by line breakdown of each item of work the insurance agrees to pay for, and thus dictates the scope of work EZ Home Solutions will complete.  Prior to any construction performed by EZ Home Solutions, Mr. [redacted]’s home did not have any ventilation on his home, and his insurance did not pay for the roof to be vented.  As roofing professionals, we would advise and offer to add ventilation to Mr. [redacted]’s roof during the initial construction, but the cost for the venting would be an out of pocket expense to him. Based on the contracts, no additional venting work was added to the project. After reviewing all the photos from the inspection, [redacted] the owner, called Mr. [redacted] to discuss the issues with his property. [redacted] explained that Mr. [redacted]’s roof is not failing, but he did notice the premature curling of the shingles which is due to the trapped heat or lack of ventilation. [redacted] went on to explain that the chimney flashing was due to an icedam, which isn’t covered under warranty, and at this point Mr. [redacted] hung up on [redacted]. At this point, we returned Mr. [redacted]’s $10 down payment and we decided to walk away from the job. Mr. [redacted] was not charged for the temporary repair that we made, nor will we be seeking those funds. The damage to the kitchen and dining room of his home is caused by an ice dam and we are not responsible for that. We do recommend that Mr. [redacted] pays a contractor of his choice to add ventilation to his home to extend the life of his shingles, and to have the chimney flashing replaced to prevent any further interior damage.

Better Business Solutions- Beth [redacted] worked for the [redacted] in Baltimore for over 15 years. Their professional approach to the job was second to none. I always had complete confidence and comfort in the way our accounting was handled.