Tell us why hereOn August 25, 2016, Western Bat Specialists completed Exclusionary work for the contracted party, [redacted] As outlined in the contract, this work consisted of placement of Exclusion devices (one-way doors, not “cages”) in key locations around the structure These devices allow the bats to safely exit without being able to re-enter Additionally, inactive areas of 3/8” and larger were sealed as needed in order to prevent bats from relocating once evicted from their roostsThe scope of work outlined in the contract dated August 25, was completedUntil now, we have not received any complaints from Mrs [redacted] expressing concern that the contracted work was unfinished.We take every care to ensure the satisfaction of our customers, and if any issue had been raised we would have promptly addressed the matter Removal of Exclusion devices was not included in the original scope of work, as it is not a necessary part of the Exclusion process We are happy to return to remove these devices, however due to the location of the home, a Service Charge may apply Most Homeowners opt to leave the devices in place In addition, to Exclusion work, Western Bat Specialists also offers Remediation and Repair services Our Remediation Specialists provide detailed reports that can be submitted to insurance companies in hopes of helping the Homeowner receive coverage for any damage caused by bat guano and urine There is no obligation to use our company if a report has been provided We do, however, reserve the right to charge for services rendered, which includes time that is put into report preparation and insurance interfacingThis service is in addition to Exclusion work and is billed separately Regarding who is responsible for remittance of payment to Western Bat Specialists, all documented paperwork and correspondence, including the Contract, Bat Remediation Report, and all invoicing, has been in [redacted] name from the initial phone call on July 14, Mrs [redacted] stated that she was the Homeowner No other Homeowner was listed, thus making Mrs [redacted] the responsible party regardless of who the insurance claim was filed under Western Bat Specialists was never contacted with different billing information Regarding Mrs [redacted] claims of harassment, this is very unfortunate and we take this very seriouslyWestern Bat Specialists made reasonable attempts to contact Mrs [redacted] via phone, email, and US Mail These attempts were made during business hours (between 8:a.mand 5:p.m.) and on a monthly basis.No threats were made and no abusive language was used All documented contact requesting payment was made in a brief and professional manner and was met with no response On April 11, 2017, Western Bat Specialists attempted to contact Mrs [redacted] to collect payment Our company was met with great hostility and verbal threat by someone claiming to be Mrs [redacted] ’s husband He explained that he had no intentions on using us and knows we are the reason they received the $$ from his insuranceHe explained that he lives on a golf course and how much his home is worthHe used the F word more than timesTelling me he will take $and stick it in my ***Due to the extreme nature of the conversation, Western Bat Specialists emailed Mrs [redacted] expressing the desire to waive the Report Fee, so as not to have any need for future contact Western Bat Specialists does not tolerate verbal abuse or threatening language directed toward any of its employeesIts is sad as we spent much time working on their report, Speaking with insurance, fighting to get our home owner coveredAll we required was payment for the services rendered, for weeks of work, this was only $compensationWe emailed Mrs [redacted] and let her know that we would waive the report fee after I was verbally assaulted After they received this email waiving their fee-- apx30min later - I received this complaint with the Revdex.comNot only do they not want to pay us, they want to complain about paying and make up claimsI know our years of awesome history will prevailWe have amazing home owners that appreciate our hard work and diligenceSee attached the email I wrote them waiving the feethe statements Mrs [redacted] made are untrue and unfoundedSincerely, [redacted]
The contract with Mr [redacted] was to mortar the ridge and hips tilesthis was completedThe additional sealing (bat proofing) and exclusion work was done per our methods and this was explained to the home ownerWe addressed his concerns of mortaring edge tiles and explained why we do notThe home owner asked us for a proposal to install rake metal and this was provided to the home owner When we gave him the costs he came back to us asking us to reduce the costHe mentioned he would be getting additional bids for the additional workPlease see our attached email to himPart of the email reads: "The crew expressed to you several times that edge tiles do not get mortaredPlease keep in mind that small gaps do not allow space enough for the small amount of mortar to bond and this can increase the risk of the mortar falling out as the home shifts The contract was to mortar the ridge and hips onlyWe completed this work as agreedWe do not recommend mortaring of the edge tiles as this is not a viable nor a better solution for this portion of the roof.In regards to the additional work requestThe installation of the rake metal In order to properly complete this process all edge tile along with the first row of tile along the rake will need to be removed for the metal installation and likely will also involve cutting of tileThis was not included in the original estimate and was requested at a later date We are unable to offer this at a discounted price given the cost of material and the extent of labor that would be involvedWe understand your desire to get this work completedHowever, we encourage you to get competitive bids to install this type of material." I received a second request to reduce the cost - this email was sent to our company on the 23rd of December and the office was closed for the holiday seasonI discussed the second request to reduce the price with the contractor this morning the 26th, and we agreed this morning on meeting him half wayI was going to call the home owner tomorrow as I felt it wouldn't be appropriate the day after Christmas and our office is closed to the public todayI received this complaint this afternoonWe didn't have time to respond to his second request emailIt is very disheartening to be asked to do additional work and to provide a fair quote and we even suggested he get competitive quotes from other companiesThen because the price was not to his liking, he threatens to seek counsel and write a bad review about us This is additional work and we are not obligatedWe do want to make our home owner happy! However, we do not feel mortar is a good option and not the industry's standardWe will not be forced into doing additional work because of a bad reviewWe do not mind trying to meet in the middle and find a resolutionWe have reached out to the home owner to resolve thisThe contractor will agree to split the difference of $3,200.00, after agreed change order is signedUnderstanding this would be scheduled weather and schedule permitting Respectfully, [redacted] , CFO and Project Manager
Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is acceptable to meWestern Bat Specialists reached out to me and accepted my offer to pay 1/the cost of the additional work which I believe was necessaryI feel this is the right thing to do in our situation where we had a misunderstanding and is admirableI am still awaiting a response from WBS with a revised contract referencing the additional work and termsI realize there may be a delay due to the Holidays, so I am expecting the response this weekShould that not materialize or if the contract is not according to the terms we agreed I will further pursue this matter through the proper channelsI don’t expect to have to do thatRegards, [redacted] Customer
Tell us why hereOn August 25, 2016, Western Bat Specialists completed Exclusionary work for the contracted party, [redacted] As outlined in the contract, this work consisted of placement of Exclusion devices (one-way doors, not “cages”) in key locations around the structure These devices allow the bats to safely exit without being able to re-enter Additionally, inactive areas of 3/8” and larger were sealed as needed in order to prevent bats from relocating once evicted from their roostsThe scope of work outlined in the contract dated August 25, was completedUntil now, we have not received any complaints from Mrs [redacted] expressing concern that the contracted work was unfinished.We take every care to ensure the satisfaction of our customers, and if any issue had been raised we would have promptly addressed the matter Removal of Exclusion devices was not included in the original scope of work, as it is not a necessary part of the Exclusion process We are happy to return to remove these devices, however due to the location of the home, a Service Charge may apply Most Homeowners opt to leave the devices in place In addition, to Exclusion work, Western Bat Specialists also offers Remediation and Repair services Our Remediation Specialists provide detailed reports that can be submitted to insurance companies in hopes of helping the Homeowner receive coverage for any damage caused by bat guano and urine There is no obligation to use our company if a report has been provided We do, however, reserve the right to charge for services rendered, which includes time that is put into report preparation and insurance interfacingThis service is in addition to Exclusion work and is billed separately Regarding who is responsible for remittance of payment to Western Bat Specialists, all documented paperwork and correspondence, including the Contract, Bat Remediation Report, and all invoicing, has been in [redacted] name from the initial phone call on July 14, Mrs [redacted] stated that she was the Homeowner No other Homeowner was listed, thus making Mrs [redacted] the responsible party regardless of who the insurance claim was filed under Western Bat Specialists was never contacted with different billing information Regarding Mrs [redacted] claims of harassment, this is very unfortunate and we take this very seriouslyWestern Bat Specialists made reasonable attempts to contact Mrs [redacted] via phone, email, and US Mail These attempts were made during business hours (between 8:a.mand 5:p.m.) and on a monthly basis.No threats were made and no abusive language was used All documented contact requesting payment was made in a brief and professional manner and was met with no response On April 11, 2017, Western Bat Specialists attempted to contact Mrs [redacted] to collect payment Our company was met with great hostility and verbal threat by someone claiming to be Mrs [redacted] ’s husband He explained that he had no intentions on using us and knows we are the reason they received the $$ from his insuranceHe explained that he lives on a golf course and how much his home is worthHe used the F word more than timesTelling me he will take $and stick it in my ***Due to the extreme nature of the conversation, Western Bat Specialists emailed Mrs [redacted] expressing the desire to waive the Report Fee, so as not to have any need for future contact Western Bat Specialists does not tolerate verbal abuse or threatening language directed toward any of its employeesIts is sad as we spent much time working on their report, Speaking with insurance, fighting to get our home owner coveredAll we required was payment for the services rendered, for weeks of work, this was only $compensationWe emailed Mrs [redacted] and let her know that we would waive the report fee after I was verbally assaulted After they received this email waiving their fee-- apx30min later - I received this complaint with the Revdex.comNot only do they not want to pay us, they want to complain about paying and make up claimsI know our years of awesome history will prevailWe have amazing home owners that appreciate our hard work and diligenceSee attached the email I wrote them waiving the feethe statements Mrs [redacted] made are untrue and unfoundedSincerely, [redacted]
The contract with Mr [redacted] was to mortar the ridge and hips tilesthis was completedThe additional sealing (bat proofing) and exclusion work was done per our methods and this was explained to the home ownerWe addressed his concerns of mortaring edge tiles and explained why we do notThe home owner asked us for a proposal to install rake metal and this was provided to the home owner When we gave him the costs he came back to us asking us to reduce the costHe mentioned he would be getting additional bids for the additional workPlease see our attached email to himPart of the email reads: "The crew expressed to you several times that edge tiles do not get mortaredPlease keep in mind that small gaps do not allow space enough for the small amount of mortar to bond and this can increase the risk of the mortar falling out as the home shifts The contract was to mortar the ridge and hips onlyWe completed this work as agreedWe do not recommend mortaring of the edge tiles as this is not a viable nor a better solution for this portion of the roof.In regards to the additional work requestThe installation of the rake metal In order to properly complete this process all edge tile along with the first row of tile along the rake will need to be removed for the metal installation and likely will also involve cutting of tileThis was not included in the original estimate and was requested at a later date We are unable to offer this at a discounted price given the cost of material and the extent of labor that would be involvedWe understand your desire to get this work completedHowever, we encourage you to get competitive bids to install this type of material." I received a second request to reduce the cost - this email was sent to our company on the 23rd of December and the office was closed for the holiday seasonI discussed the second request to reduce the price with the contractor this morning the 26th, and we agreed this morning on meeting him half wayI was going to call the home owner tomorrow as I felt it wouldn't be appropriate the day after Christmas and our office is closed to the public todayI received this complaint this afternoonWe didn't have time to respond to his second request emailIt is very disheartening to be asked to do additional work and to provide a fair quote and we even suggested he get competitive quotes from other companiesThen because the price was not to his liking, he threatens to seek counsel and write a bad review about us This is additional work and we are not obligatedWe do want to make our home owner happy! However, we do not feel mortar is a good option and not the industry's standardWe will not be forced into doing additional work because of a bad reviewWe do not mind trying to meet in the middle and find a resolutionWe have reached out to the home owner to resolve thisThe contractor will agree to split the difference of $3,200.00, after agreed change order is signedUnderstanding this would be scheduled weather and schedule permitting Respectfully, [redacted] , CFO and Project Manager
Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is acceptable to meWestern Bat Specialists reached out to me and accepted my offer to pay 1/the cost of the additional work which I believe was necessaryI feel this is the right thing to do in our situation where we had a misunderstanding and is admirableI am still awaiting a response from WBS with a revised contract referencing the additional work and termsI realize there may be a delay due to the Holidays, so I am expecting the response this weekShould that not materialize or if the contract is not according to the terms we agreed I will further pursue this matter through the proper channelsI don’t expect to have to do thatRegards, [redacted] Customer