C.H. Robinson Company

Revdex.com:
In reference to complaint ID ***, and am removing original compliant per a settlement reached
Sincerely,
*** ***

The homeowners had ample time to read the contract/agreementTo be thorough they had their attorney review it with them before signingThis contract/agreement outlined every detail of the process and what the home would containWe can’t lie about this documentation…with that we are finding it
difficult to diffuse this situationThe homes progress was going as scheduledIn the weeks before our client decided to withhold payment we were approxdays ahead of schedule and were owed $90,000*Please keep in mind this house was in the process of being completedWe understand seeing a semi unfinished home can alarm a homeownerAs a builder we know what the next steps are and how it ultimately all comes togetherWe feel that many of the concerns the homeowner had issue with were due to this visualItems not complete at that particular time were seen as incorrect, where to a builder it was not to be finished at that time, oth er things had to take place firstEvery homeowner does a walk through once we complete the home to go over it with one of our reps and document any issues and finishing they find insufficient or in errorWe call this list of final to dos their “punch list”We never even reached that point of addressing finishing touches as financing the project was pulledItems the homeowner needed to substantiate were outlined in the contractThe contract clearly stated that additional stone required would be delivered and specified the price per tonIt is correct tons were neededWe sent numerous emails the homeowners assuring them they would receive their well reportThey are not being denied this paperworkWe issue all paperwork upon completion in our homeowner packetFurthermore we would never be able to give a client an estimated well depthYou don’t know how deep you will need to go until you actually dig and reach waterThe owner of the company assign ed a point of contact to assist them on his behalf as he is usually on the roadHe was not able to reach the homeowner at a convenient timeThe home owner stopping payment on the project because the owner of the company is unavailable at times is unreasonableThey had a point of contact assigned to assist themThe owner of the company does not handle the daily goings on for the build of each homeHe oversees the business.There are over emails with this client over a period of monthsIt is impossible to say one can be ignored with that amount of communicationHad funds not been withheld we would have been able to have the homeowner in their home as scheduled by June *** The 15th as date of completion and following weeks for punch list items would have left them right on scheduleWe stressed to this client there was nothing wrong with the progress of the homeThere are no “*** *** *** ** *** *** ***”We were completel y ready to have a successful completionWe are open days a week for assistanceWe did not gauge pricingWe did everything possible to honor the home owners budgetThe home owners requested specific items/finishes that exceeded the budget allowancesIt isn’t the responsibility of the builder to absorb those costsThat is unreasonableThe home currently sits idle and is beautiful! Again as stated earlier we always answered their questionsWe have won numerous awards for being an exceptional builder for many years consecutivelyWe are a local company and have done this for over yearsWe take this very seriously! As always we are ready and able to pick up where we left off to finish the home however, please understand we can’t do so with so much of the project now unfunded at the request of the homeowner. *Typically our business does not disclose any financial details for the respect and privacy of our clientsDue to the public nature of the complaint against us we are providing details necessary in order to thoroughly respond to the issues at handWe believe in our product and feel that the clients frustration stems primarily from a lack of understanding the contract/agreements content despite having reviewed it with attorneysThis IS a fantastic house and it is without issueThere is nothing physically compromising about this project whatsoeverIt just needs the home owners approval to release the funds to finish the project. -Please be advised that this reply is in no way to be interpreted as a form of formal legal mediation or dispute resolutionAny and all disputes must be handled as per our signed contract/agreement

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Homeowner response:  The responses listed by Makovic Homes are inaccurate.  Below are my responses prefaced by the words "Homeowner response".  My complaint has not been resolved because Makovic Homes hasn't accepted responsibility for all of the damages they caused to my home.  Their response is not accurate whatsoever and I'm attaching documents to prove it.    [redacted] Homeowner response:  You did short the roofing job, otherwise there would not have been a remainder of this budget to utilize in other areas of the home.  I personally spoke to my insurance adjuster which was able to confirm a full replacement was paid for.  Not only was a major shortcut taken on the roof, during the replacement of the half you replaced, it rained in my home due to negligence and holes being present on the tarps used to cover the roof. We only came to an agreement around the roofing after your company had already taken it upon themselves to frame and re-sheath half of the roof, and then re-shingled the entire roof.  At no point did I authorize only half of a roof to be replaced and rather than set back this project back even further, it was the only reasonable alternative in an attempt to move back into my house in a timely manner which did not occur. I’ve now been out of my home for a year, a month and 7 days.  [redacted] Homeowner response: Of course you have emails to back up this agreement as do I.  This agreement was made because there was no other option since the roof was already re-shingled in its entirety.  In order to replace the other half of the roof from a framing and sheathing perspective, it would have required the entire roof to be re-shingled delaying this project even further.  While we agreed to re-allocate those monies, this was well after the fact your company took it upon themselves to not complete the full job.  With the remaining monies, which by the way was a battle and a half, they were to be used in other areas of the home.  Unfortunately, we never got to that point since there were bigger issues and at this point in time, your company has pocketed those monies and has not returned them even though multiple requests have been made to do so.  [redacted]  [redacted]Homeowner response: Yes, it was a fire and countless gallons of water were used to douse the flames.  However, Makovic Homes was hired and paid by the insurance company to do the remediation work in the home soon after the fire.  This remediation work should have addressed any of the water issues in the home.  Fast forward a few months later, while half of the roof was being replaced it rained in my house due to holes in the tarps and the tarps not being secured properly.  There wasn’t just one hole in the tarp and minimizing the water damage caused by this incident is a feeble attempt at not accepting responsibility for your negligence.  I’ve sent your company pictures of the roof so let’s not minimize this to a hole in the tarp.  After this incident took place, the home sat for easily over a month and closer to two before any of the wet sheetrock was removed.  Even then, all the affected sheetrock was not removed and the wet insulation remained.  Additionally, there was not any water remediation work performed at all to address all the rain water in the home.      [redacted] Homeowner response:  This is news to me since multiple mold tests were not performed.  In fact, the town inspector kept on asking about how the mold was going to be addressed.  It was not until early this year that I specifically requested a mold test to be conducted.  The mold was visible and present in the home.  ONE mold test was conducted after your company proceeded to sheet rock and insulate the home even though I insisted a mold test be conducted before insulation and sheetrock were applied.  My concerns around the mold were not addressed and completely disregarded.  Your company continued to insulate and sheetrock my home without a care to address the mold.  At this point, the new sheetrock and insulation was added and then and only then did your company perform a mold test.  Your mold report which was magically expedited(overnight) and conducted by Hudson Valley Environmental, a company Makovic Homes hired came back as passing and having no mold present in the home.  This was quite shocking considering mold was still visible on some of the old sheetrock your company refused to remove.  Since the mold in my home was not a priority and the health of my children, one of which has chronic asthma didn’t matter to your company, my insurance company hired a separate and independent mold company to conduct formal testing by a NYS licensed Mold hygienist.  During their visit, they observed visible mold, conducted proper sampling and returned a mold report which in fact confirmed Mold throughout the entire home.  Their recommendations were to fully “gut” the entire house after your company had already proceeded with insulation and sheetrock and your testing indicated we were mold free.  At this point, the Town of Fallsburg intervened and put a stop work order on the house until the mold issue was addressed.  Additionally, the Town of Fallsburg checked with the Department of Labor and confirmed no record of Hudson Valley Environment possessing a mold assessor license.  My hygienist was able to provide the proper certifications and licensing.  It is important to note, both Mold companies conducted their mold sampling a couple days apart.  So I pose the million dollar question here…Your mold company provides a mold test(10 pages) which passes and my mold company provides a 39 page report indicating the house is infested with mold.  Which one is accurate?  Hmmm, I am a logical person and any other logical person would see my home was not only infested with mold but the report provided by the non-licensed company was not accurate at all. [redacted] Homeowner response: I will address the response which states “More importantly is the fact that upon reading the mold report done by the home owner’s insurance company…neither did theirs” rather swiftly.  The Town of Fallsburg provided Makovic Homes and myself with a copy of the 39 page mold report.  I will happily furnish this report which clearly shows the house contained mold throughout.  Why would the town put a stop order on my home for mold if there wasn’t any mold? Also, why would the town ask for a clean bill of health for the mold remediation if there was no mold?  Hmmm, again according to your company there is no mold yet a 39 page study exists, the town puts a stop work order specifically for mold and you have gall to say the hygienist hired by my insurance company states there is no mold! [redacted] Homeowner response: I am going to address these items as they are not accurate.  If multiple tests were performed, why weren’t those supplied to the town?  They continuously asked how the mold was going to be addressed.  Your company put the well-being and safety of my children in harm’s way and had your company proceeded with the work, moved us back in, my children would have additional health issues. Stachybotrys was found in the home and confirmed by the report sent to your company. I’m sure you know how toxic this can be to human beings especially children yet that wasn’t important to your company at all.  This could have easily turned into a huge health issue for my kids and the long term ramifications could have been endless.  Yet you say you take mold seriously!   [redacted] Homeowner response: The only time workers were instructed to stop work was during the independent mold testing.  Your company had the audacity to not only attempt to charge me for the mold testing but also for the lost time as a result of the testing being performed by my insurance company.  Previously, you say “Mold is something we take very seriously”.  If that is in fact true, why would you try to charge me for lost time while a mold inspection was being completed?  That doesn’t sound like a company that takes mold very seriously when you attempt to penalize the home owner for protecting their family from mold.  There is no excuse for these types of business practices if mold is in fact taken seriously by your company.   What type of business tries to charge a customer for lost time while mold testing is being completed?  What type of business is willing to overlook mold and endanger the well being of two innocent children to save a dollar?  Wait, I have one more for you…what type of business expects their customer to pay for a mold test which should have been paid for by your company since it is your negligence caused the mold to begin with?   This added a great deal to our work load as they were not professionals and the work was not done properly. There was an err or on our order in regards to the window. The correct window to install was ordered.Homeowner response:  The window issue itself is extremely laughable.  I don’t have anything left but to laugh since the original window was installed last year.  It is now June and I still don’t have this “magical” window which was supposedly ordered. In January, I paid for the [redacted] window to be replaced, yet I still don’t have the proper window in my home.  Yet more monies your company pocketed and never returned.     [redacted] Homeowner response:  There has been more than adequate funding for this project.  Your company has been paid approximately 90,000 dollars of which 5,000 dollars are funds from my personal monies which I have requested your company return. Additionally, my house is in worst condition now than when the fire occurred! [redacted] Homeowner response:  I would love to know what project costs are being referenced since not only did you complete half of the roof, you didn’t even come close to finishing the work in my home. If anything, you are sitting on monies which should be returned.  My attorney sent you a letter requesting full reimbursement which you have conveniently ignored.  As for the trailer and any rent owed, you should reach out to my insurance company as they have been 100% responsible for paying you.  If they chose to stop payment due to the inadequate housing provided and us having to go back and forth between the trailer and a hotel room throughout the entire winter then that is up to them and something you should discuss with them.  Your company even promised to run a new water line from my original home to the trailer to prevent freezing and that never occurred.  My children not only had to deal with not being in their home but also not having any stability due to the back and forth.  You take safety really seriously but where was the priority given to the safety of my children then?  Dealing with your company has been a complete nightmare and the saddest part is my children have dealt with a lot as a result of it.  As an adult, I can deal with life issues but they are not equipped to handle the amount of time they have been out of their home.  Time and time again deadlines were missed.  We went from being back in our home in September to then Christmas.  Even during one of our last meetings in January, we discussed my son’s birthday wish which was to be home in time for us to throw him a party in our home.  That was March and now we are in June and we are still not home.  I re-iterate, my home is in worst condition now than it was when the fire occurred.  Again, if the insurance company has not paid you, I suggest you reach out to them so they can clarify their reasoning.  Trying to make it seem as if my family owes you monies for late rent is absurd but I wouldn’t expect anything less from your company at this point.  Again, reach out to the insurance company and let them explain to you why they haven’t paid you don’t put onus on my family.             [redacted] Homeowner response:  The work was stopped because the Town of Fallsburg issued a stop work order for failure to pass inspections and continuing work in addition to the mold issue.  Who in their right mind would allow you to move forward on this job when this job has been botched time and time again?  This is a rhetorical question of course but if you are willing to answer it, I welcome a response just for giggles.   [redacted]Homeowner response:  The Town of Fallsburgh supplied the mold report to your company in March.  It took over a month for your company to finally respond to my emails only to confirm you finally found someone to address the mold situation in my home.  I reached out to multiple mold companies in the area and most of them only needed a couple days to come into my home to address the issues.  Why did it take your company over a month to find a company yet I found plenty that only needed a couple days of notice?  If the mold caused by it raining in my house is an extension of the original scope then where is your accountability for the damage caused by your company?  If going above and beyond means using bullying tactics like attempting to charge a customer for lost time while a mold inspection is being conducted then I definitely could do without your definition of above and beyond.  Also, is placing a dumpster on my asphalt driveway leaving huge holes in it considered going above and beyond?I will summarize all this rather nicely.  Dealing with your company has been a complete nightmare from the beginning.  The lack of professionalism, courtesy, customer service, and overall knowledge of the industry is and continues to be obvious.  Your “turn key” operation should really consider putting your entire staff through some significant training and you should invest heavily on skill sets that matter to customers and can produce results. For all future consumers out there, I am posting the details of my life for the last 13 months so you are well aware of everything my family and I have been through.  If you want a company that isn’t accountable for anything, acts as if they are the home owner and pay your mortgage, constantly stops a job, uses bully tactics, and even better, completely disregards the well-being and health of your family, then this is the right company for you.  No family should have to go through the things we have endured and as such I am more than happy to supply all proof to substantiate all the statements I have made in my rebuttal if needed.  The Town of Fallsburg can also substantiate and corroborate my statements around their involvement in this process. Lastly, the email address listed in the rebuttal is S[redacted].  I have never met this person or dealt with this person at all.  She was never part of this process, so I am only left to wonder how she came to obtain the obvious lies listed above.  The owner’s email address which is [redacted] is not even listed in the reply.  For a company that takes so much pride in their awards and considering the extreme nature and magnitude of this complaint, I would have expected a response directly from the owner.  
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have made numerous attempts to rectify the issues the homeowner has presented in this complaint. We did not short the roofing job, the home owner decided that they would have us repair/replace the damaged portion of the roofing and utilize the remainder of this budget in other areas of the home....

We have emails to back up this agreement. There was in fact water everywhere. It was a fire! Countless gallons of water were used to douse the flames. This is where 99% of the water in the home originated. There was a hole in the tarp and it did not stay there for months. The water was cleaned up and the first mold test was completed. Our hygienist is in fact licensed. Our initial mold report did not detect mold. More importantly is the fact that upon reading the mold report done by the home owner’s insurance company…neither did theirs. It is a false statement that the home was infested with mold. We read the report they generated. It does not detect an infestation of mold. Just to be on the safe side we conducted a 2nd mold test and again this is the 3rd test to come back mold free. We have the reports, there is no way we can or would falsify this information. Mold is something we take very seriously. Cutting corners on such a serious issue was not and would never be a consideration. We have won numerous awards for being an excellent builder. Our customer’s safety is priority number one. The staff has been and is still willing and able to complete the project. There have been numerous alterations to the original contracted plan and this has created a delay in the project. The home owners have played a role in stalling the project at times. There were several occasions where the home owner instructed workers to stop and leave the premises and began doing some work themselves. This added a great deal to our work load as they were not professionals and the work was not done properly. There was an err or on our order in regards to the window. The correct window to install was ordered. With the funding halted on the project we can’t go forward. It is a stand still as we have not gotten paid. We are not only owed the project cost but the home owners are living in a temporary rented trailer from us that they are late 3 months rent. We are always here to go forward on finishing this but the homeowners communication with us has halted. The work stopped when the home owners stopped it. We were following the contractual obligations and went above and beyond to accommodate the additional requests of the home owners, far extending the original scope of work we were contracted to do.