Southeastern Anes and Pain Mgmt

We sincerely apologize for the delay and lack of follow up with [redacted] - it was a non emergency repair, but a repair we acknowledge needs to be made Our claims manager, Matt K***, has spoken to [redacted] and he seemed to appreciate the phone call We have actively contacted the homeowner and are actively resolving this issue Matt K [redacted] contacted [redacted] by 1:00pm yesterday, February 22, to let him know when a team member would be out to complete the repairs Matt promised that he could be in direct and constant communication with [redacted] until the repairs were completed and he is fully satisfied From that phone call [redacted] was pleased by the promises of MrK [redacted] and accepting of the anticipated resolution The anticipated completion date of the necessary repairs is by Monday, February - hopefully sooner, but potentially later with impending weather and rain in the forecast We currently have the repair scheduled for 9:00am this morning, February This is not a repair that needs to be completed in order to maintain the water-tight integrity of the roof

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:No one showed up to do any work as of Dec (Thursday) Regards, [redacted] ***

This service has now been completed It was completed today, December The homeowner was present with Operations Manager Scott S*** and is happy with the end result

Need until tomorrow to formulate response as principal parties have been sick and out of workThey return tomorrow 11/15.Date: Tue, Nov 22, at 6:PMSubject: Complaint ID: ***To: [email protected] to follow up on the above referenced complaint number.We did a roof for ** *** **
*** did blame us for her skylight having tiny scratches in itAs opposed to arguing with her that the skylight was originally damaged we Sunshine replaced this as no additional charge to herAfter replacement ** *** complained that the inside no longer matchedWe Sunshine agreed to fix the interior trim again at our expense.After the roof was complete ** *** called the owner Ryan S*** and complained that her AC unit was not functioning properly due to nails being in her unit and damaging itWe explained to her that we cover the unit loosely with a tarp to prevent debris from going in thereShe did not believe us that the unit had been coveredSo again to appease the home owner we sent out *** *** to determine what the cause was of the issue with the unitIAQ determined (in the attached report) that the unit was damaged but by wear and tear We were not made aware of any other inspection by another company until the Revdex.com complaint was filed.Scott S

We sincerely apologize for the delay We have actively contacted the homeowner and are actively resolving this issue Material to fix the issue has been picked up and dropped off at the home and the service is scheduled to be completed on Thursday, December

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
We want to begin by thanking Sunshine Contracting for acknowledging - in their last email to the Revdex.com - receipt of our final email to them prior to us contacting Revdex.com. We determined they had received it because, an hour after it was sent, we received a phone call from the dry wall sub-contractor telling us he had received an urgent call from Sunshine to complete the work on our house. Until then, we had not heard from him (or anyone from Sunshine) since he had told us he was no longer working with Sunshine because of a conflict with its owner (the details of which are not appropriate to share here). Now, though, Sunshine has confirmed that they received it but chose not to respond directly to us in the requested time frame.Sunshine has asserted its size to justify its actionsSunshine highlighted in its December 7, email to Revdex.com that MrS*** is sufficiently removed from our customer service complaint that he delegated his response to be sent by one of his subordinates, asserting their large size justified this action. They also implied that it was inappropriate for us to contact him directly with our complaints when he had subordinates who we should have contacted, instead. They then contradict these assertions in their last email. They state that we were being unfair to send out a final email to MrS*** with only a hour deadline to respond because, even though we sent it in the middle of a work week, it was unfair for us to expect a response from their company in that timeframe. They seemed to imply that their company is too small to have found anybody available to send even a simple responseTo summarize, Sunshine is a large corporation or a small company, depending on which description justified the ways they have chosen to handle our complaint.Sunshine presents themselves as a victim and that we are unfair to send an email with a request to respond in hours. What they failed to mention is the unreturned phone calls we made to Sunshine since we first discovered the damage their crew caused, as well as the multiple emails we sent, only some of which received responses. When we realized that they were refusing to fix the damage they caused to our home, we were advised to begin corresponding by email so we would have written evidence. In addition, in the last correspondence we received from Sunshine prior to our last email to them, they were definitive about not taking responsibility for the damage they caused to our HVAC system. They did not say they wanted to work with us to resolve the issue; they explained they were not at fault so they were not going to fix our HVAC unit. When I spoke to Eli G***, who accompanied MrR*** to our home last week to assess and finish the job on our roof, we told him we did not understand why his company’s owner was refusing to fix the damage their crew did to our HVAC, even though we have three professional assessments proving they were at fault. MrG*** said he did not know why they were refusing, eitherHe also apologized and said that his company’s goal is to have lifelong customers.This complaint is a very serious matter to us and we have great respect for the process. As such, we have meticulously documented our correspondence, we obtained three assessments from three HVAC professionals, we have carefully written our letters to the Revdex.com, and we have carefully read every word written by MrS*** and his designee. We wish Sunshine showed the same respect for the process and for us. Instead, they have demonstrated disrespect by missing the initial Revdex.com deadline (although, as they pointed out, Revdex.com still accepted their letter), and by ignoring or distorting what we wrote. They continue to brag about all the roofs they have installed allegedly without incident but we have already replied to that assertion, saying we know and that is why we hired them (Interestingly, at our neighborhood holiday party last week, we spoke to neighbors about our problems with Sunshine. We were told that one neighbor, who had her roof replaced by them, hired another company to fix a mistake Sunshine made because she did not want them to return to her home)In their last email, Sunshine again accused us of changing our story from nails to heat overload but, in our last email, we explained away that issue in detail. In their last email, Sunshine accused us of writing that MrS*** told us that his company had damaged skylights several times over the last yearsWe did not write that. We wrote that he said that it happened multiple times. The specific number he confessed was three times. Mistakes are rare but they do happen, which MrS*** acknowledgedIn fact, when the skylight issue was raised with MrS*** in a telephone conversation, he stated that he is going to have to add another clause in his contract about the skylight since it has happened other times. He wanted to be sure that his company would not be responsible if damage occurred on other jobs in the futureIn other words, he admitted to us that he is aware that this a recurring problem but, rather than investigate the problem and make improvements to his system to avoid future mistakes, he is going to change his contract so his company will no longer be liable.Sunshine complained in their last email that there was a three week delay in communication regarding the damages to the HVAC unitThat delay was because that was the amount of time it took our HVAC person to determine what happenedAfter Ryan angrily threatened to take us to court when we mentioned the nails, we were not going to contact Sunshine again until we had proof from our HVAC professional what had happenedThe nails were the first thing noticed. Both sets of coils having burst was discovered after the dye was given time to run through the system.We provided observations and concerns in our last email to Revdex.com about Sunshine using our neighbor’s roof for temporary storage of materials, the debris they scattered on our neighbor’s property, and the debris that struck our neighbor as she left her houseSunshine dismissed the debris in their last email to Revdex.com by saying, “it is a construction site.” Regarding the temporary storage of materials on our neighbor’s roof, they asserted that they delivered materials and stacked them neatly on our roof, even providing picturesHowever, the materials on our neighbor’s roof did not occur during delivery, nor did we ever say thatMaterials were placed on their roof during installationOur neighbors were home all day the day that our roof was installed. We have watched our neighbors’ roofs being done and have never once seen any roof materials placed onto a neighbor’s roof adjacent to the one being worked on, including other Sunshine crewsSunshine dismisses our concerns but the pattern of negligence we have witnessed and documented justifies our concerns.We appreciate that MrS*** is invested in trying to have a perfect track record without mistakes ever happening. His company’s high ratings on multiple web sites and his “over $7,000,in revenue of work in alone” reflect this. We also appreciate that he does not want to believe that any of his crew could ever make mistakesIt is that he would gravitate to information that is consistent with his beliefs and dismiss information that his not - an unconscious psychological phenomenon known as Confirmation Bias and something to which we are all prone. It explains why he repeatedly cites the single assessment his HVAC person wrote and disregards the three assessments we obtained. We recognized that our first assessor may have unconscious bias because he installed and regularly maintained our system. Likewise, we recognized that Sunshine’s person from *** *** may have unconscious (i.e., not intentional) biases that influenced his assessment if he: had a prior personal relationship with anyone with connections to Sunshine, had previously done work for anyone with connections to Sunshine, or hoped to get any future work from SunshineIn fact, the HVAC person from *** *** who came to our home admitted that their two companies do favors for each otherThat is why we decided to obtain two additional professional assessmentsThey both also found that the damage to our HVAC unit was caused by heat overload from the stress to the system that was caused by Sunshine’s crew covering the outside unit and not turning it offMrS*** continues to describe an apparently perfect, flawless system he uses to cover the outside unit, claiming that it is impossible for it to fail - even in the mid-90s temperatures which, according to MrR***, is almost too hot (he said that they would postpone the installation if the temperature reached the high-90s).No system is perfect. Accidents happen. The skylight damage was an accident and Sunshine accepted responsibility and replaced it. We have three HVAC expert assessments that all prove that Sunshine’s crew destroyed our HVAC unit. All we are asking is that Sunshine pay for the remaining damage they caused to our property. We only replaced the parts that needed to be replaced - not the entire system - and all we are asking for at this point is the reimbursement for that cost. That is all. We are not asking for the $15,MrS*** claimed it would cost. We are not asking at this time for the skylight to be replaced with one that was the same size as the one they damaged. We are not asking at this time for reimbursement for the two additional expert assessments nor for the Puron.When Sam gave us Sunshine’s sales pitch, he told us that all of Sunshine’s crew are bonded and insured, that Sunshine stands by their work, and that customer satisfaction is their top priority. MrS*** commented in an earlier letter about valuing customers. MrG*** stated that Sunshine wants to have lifelong customers. If all of this is true and Sunshine is an honest company with integrity, then Sunshine will reimburse us for the remaining damage they caused to our property. It is a reasonable request and that is all we are asking at this time.Regards,
*** ***

When we cover the A/C unit we cover the unit loosely with a minimum 24” free-flow space to allow the unit to breathe and have a proper out-take.  We have been doing that for over 20 years!  We never turn off any HVAC unit, nor does any other professional exterior remodeler dealing with windows, siding, or roofing.  We did not completely seal off the HVAC unit when covering it – if that were the case, the unit would be destroyed.  We are well aware of that which is why we do not do that.  We cover the unit loosely to protect the unit from any debris that may be present so that no debris can enter the unit.  The way we cover the unit still allows for proper out-take – this is not a new thing to us or the industry.  The issue of the skylight is raised because that is part of this case.  Our crews were not negligent – they were simply doing their jobs and doing their jobs correctly.  That job is to install shingles and skylights to manufacturer’s specifications.  Corey told you the job was going fine because to his knowledge it was going smoothly.  Like we previously stated, on occasion skylights do need to be removed to be properly flashed so that is nothing out of the ordinary, thus Corey did not inform you.  Who told you that the skylight would not have to be removed?  Our sales team and production managers are thoroughly trained specifically to inform homeowners of all the possibilities, including the possibility of having to remove the skylight to properly flash it, so we are confident that your consultant, Sam H[redacted], did not tell you that it would not have to be removed. The homeowner also stated that our crew was vigilant in keeping her property clean, but were not caring about her neighbor’s property.  The homeowner’s home is a middle unit townhouse – when we do roof replacements for townhomes, we give our best effort to keep all properties free and clear of debris but, as you can imagine, it is indeed a construction site and debris being present is inevitable.  [redacted] also complained of material being placed on her neighbor’s roof and expressed her concern that shingles may be damaged on her neighbor’s roof.  It is common practice to deliver materials on top of roofs when doing a roof replacement.  Material is neatly stacked on the roof (as you can see by the proof of delivery photos provided by our supplier) and we will again state, that since Sunshine Contracting has been in business we have never had any issues with damaging shingles during a material delivery.  As you can imagine when working with townhomes, it is very common to have to come in contact with neighbor’s roofing.  It is a common occurrence on a daily basis when doing townhome roof installations. With regards to our response times – we have responded to each complaint and the Revdex.com has accepted each response.  Your attempt to discredit our statements because of the date we responded is ridiculous.  Ryan, the owner and the person you emailed and dealing with the issue, was out on medical leave.  You did not contact the office at all, rather you only emailed Ryan – no mention to Corey or anyone else in the office that is open Monday through Friday, 8am-5pm.  We did not hear from you for over three weeks, then you email and expect a response in 48 hours and if you did not receive a response you threatened to contact the Revdex.com. Back to the skylight issue.  Sunshine Contracting replacing the skylight and fixing the drywall is in no way an admission of guilt – it was done simply as a courtesy to the homeowner.  I never accepted responsibility for scratching the skylight, nor did I say that we have scratched several skylights during my time in business.  Interior drywall damage is possible which is why we have the provision on our contract stating we are not responsible for any interior work.  You state that I said scratching skylights has happened several times over the last 18 years, but perhaps you are confusing the interior damage (which is totally normal and has happened several times over the last 18 years) with the skylight scratches.  I have been in business a very long time and is not purely driven by profit.  I truly cares about my customers and their happiness, which is why I decided to go ahead and replace the skylight for you, even though we were not responsible.  An action like that goes a very long way.  Replacing that skylight indeed cost Sunshine Contracting money, but that is not what concerned me at that point – it was your happiness as a customer.  Prior to us telling you that we covered the unit, you were claiming that nails got in the unit and broke the system, which is why I sent [redacted] out.  It was only after I told you that we covered the unit that you changed your story to claim that heat load stress broke the unit.  I will revert back to the diagnostic report which states that we are not responsible and that the unit was not properly maintained and failed during normal timeframe if the unit wasn’t maintained, like yours was not.  The fault lies with your HVAC company who clearly did not properly maintain your unit.  I will again state that we have never had any issues since 1993 on any roof jobs regarding issues with HVAC units, and we have over 12,500 jobs.  In fact, several of those jobs were for her neighbors in which we never had any HVAC issues with.  These jobs include:  [redacted], and [redacted].  Just because the invoice that the technician handed you did not state anything about nails does not mean you can make the assumption that the nails were from us.  The fact that you are also calling into question the objectivity of [redacted] because the technician didn’t write “nails” on the invoice, yet wrote it on the report, is outrageous.  An invoice is not meant to be an all-encompassing document.  There is not enough room on an invoice for that, which is why a report was written after the technician returned to his office, by the owner of the company. There has been no fact twisting and no threatening involved.  I have simply stated the facts and will not take responsibility for the damage to your HVAC unit because I feel 100% confident that it was not caused by my company or my crews, which is supported by all of our previous responses and timelines.  Every siding, roofing, and window job gets the HVAC unit covered, regardless of the season, because it is properly, loosely covered.  You are the only client who has ever accused us of breaking their HVAC unit through covering the unit.  This is a part of our daily routine!   You act as though we have done something improper.  We have installed over 450 jobs and have done over $7,000,000 in revenue of work in 2016 alone. All work has now been completed at your home and your final balance has been paid.

[To assist us in bringing...

this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:No one showed up to do any work as of 8 Dec (Thursday). 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We sincerely apologize for the delay and lack of follow up with [redacted] - it was a non emergency repair, but a repair we acknowledge needs to be made.  Our claims manager, Matt K[redacted], has spoken to [redacted] and he seemed to appreciate the phone call.  We have actively contacted the homeowner...

and are actively resolving this issue.  Matt K[redacted] contacted [redacted] by 1:00pm yesterday, February 22, to let him know when a team member would be out to complete the repairs.  Matt promised that he could be in direct and constant communication with [redacted] until the repairs were completed and he is fully satisfied.  From that phone call [redacted] was pleased by the promises of Mr. K[redacted] and accepting of the anticipated resolution.  The anticipated completion date of the necessary repairs is by Monday, February 26 - hopefully sooner, but potentially later with impending weather and rain in the forecast.  We currently have the repair scheduled for 9:00am this morning, February 23.  This is not a repair that needs to be completed in order to maintain the water-tight integrity of the roof.