Initial Business Response /* (1000, 5, 2016/10/11) */
October 10, 2016
RE:
CASE # XXXXXXXX
To Whom it may concern:
Our office was recently informed that there was a complaint placed with the Revdex.com by a customer of ours with the last name of V[redacted] on September 30, 2016....
When our crew arrived at the V[redacted]'s home in Chillicothe, Il, they immediately recognized that the structural integrity of the electrical wiring, attached to the outside of the home, was not harnessed properly and was pulling away from the side of the home. This was as of great concern to us because of safety reasons. It was at that point that we immediately informed the homeowner, as well as asking them to come outside so that we could explain the extent of the problem and instructed them that this would need to be taken care of by an electrician and also recommended that they call Ameren-Cilco directly. It was at that time we conveyed to them that although we do specialize in construction, we do not do any electrical work of any kind inside or outside of a home as that is not our area of expertize. During our first initial day of preparations for the siding job we took pictures to put in the customer's file for our records. (Please see attached) We make it a practice to never screw or nail anything into any roof as of course, being a roofing contractor, we know that doing so compromises the functionality of any roof and would never do as such. We were told by our crew that Ameren had fastened a strap to the roof, however, our company did not. We were also told by our crew that Ameren moved a guide wire that was pulling against the electrical wiring in an attempt to release tension that was possibly further aggravating the situation.
We have spoken to our contractor and he states that there was no reason for him to remove any brackets to install either the siding or gutters and did not do so. We would also like it to be known that this job was completed on the 22nd of August, 2016 at which time the homeowner signed a completion form stating that he was 100% satisfied with the work we had done. Not only did he sign our completion form but he also signed a completion form for the financing so that we were fully funded for work performed.
It is our practice to provide the best quality of work and customer service as possible. We felt that by informing the customer of the impending problem, we were helping to prevent any further problems down the road and to educate the customer of the importance of addressing the issue with their outside electrical. We do not feel that we are in any way responsible for their existing problem, nor did we complicate said existing problem.
Initial Consumer Rebuttal /* (3000, 7, 2016/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have spoke with the Ameren worker who came to our home, and he has stated that he did not attach the strap tp our roof holding the electrical pole to our home. I have pictures dated the day the siding workers started working on our home that shows the strap they attached. Ameren had not even been called yet. One of the workers from the siding crew met me in my back yard the day I arrived home from work and his first words to me were.. We are sorry. When I asked why he stated 2 things had happened. 1 they had pulled the cable to my satellite dish and it was no longer connected, and then he preceded to tell me they had started to undo the brackets on the pole holding it to the house and it started to give away so he had to strap it and screw the strap into my roof. He told me he was unsure if they were suppose to call Ameren or if I was, but he would find out. After 2 days of hearing nothing I called Ameren and they came out. The guy said he could tell they had unscrewed the brackets and things went wrong even though they tried to tell the Ameren guy the strap was attached and holding the pole when they got there to start the work a few days prior. When my husband contacted All American and spoke to the owner he had changed his story several times on the phone about what had happened and even said we should have contacted him because he had an electrician that could have fixed it cheaper than what we paid. We did not sign any paper after work was completed and he was paid by the fiance company before all the work was completed. It wasn't even the original finance company because they pulled out at the last minute NOT because of our finances but because All American owner is being sued by another company so the finance company didn't wan to do business with him. This is the absolute worse company ever and I will share that info with others.
Final Business Response /* (4000, 9, 2016/10/27) */
Revdex.com, inc.
112 Harrison
Peoria, IL XXXXX
October 27, 2016
RE:
CASE # XXXXXXXX
To whom it may concern:
First of all, at no point have we "changed our story". We stand by our previous response to the customer. We stand by the pictures taken by our crew. As we stated before, the homeowner was notified at the beginning of the job that there was an issue that needed addressed by an electrician. Ameren-Cilco told the homeowner that they were responsible for the weatherhead down. As we stated before, If brackets were removed, they were not removed by us. We installed siding up to the weatherhead, not behind it, so there was no reason for us to remove any brackets to do our job. After the job was done, Mr. [redacted] came into our office personally to bring the payment and told us that he was extremely happy. At no time after the job was completed did Mr. or Mrs. [redacted] make us aware that they had any concerns. The only other contact from the [redacted]'s, after the job was completed, was a call asking that our company pay for their electrical repairs which we are not responsible for.
I have been In contact with the homeowners before, during and after the project has been completed. I met with them at their home on the final day of installation with their representative, [redacted] while the installation crew was still on site. We walked around the home together to be sure they...
were satisfied with the finished product. The storm door issue was discussed in great detail where the homeowner's and [redacted] Jones agreed to a deduction of $200.00 from their balance due for the storm door. There were some finishing details they wanted corrected or done differently. We made sure these things were completed before the crew left that day. I noticed a few nails where I was standing and began to pick them up. At that time, [redacted] Jones and a member of the Installation crew joined me and we walked around the home several times asking sure all nails and debris were picked up before we left. When the Installation crew was completed with the requested finishing touches, the homeowners paid a portion of their balance due. That evening they realized there was not fan fold on the entire home and called us immediately. I reminded them the contract was written in a way that lead the installation crew to believe the fan fold was only to be installed on a portion of the home (I included a copy of the contract). I spoke with the homeowners before the project was started and we verbally agreed that fan fold would be installed on the entire home. This was not relayed to the installation crew before they completed the project. I assured the homeowner's we would be out as soon as possible to install fan fold on the entire home. this is scheduled for today 11/14/17. After receiving this complaint, I reached out to the homeowner's to make sure we were all on the same page. They stated they made the complaint as documentation of the project. Based on my conversation with the homeowners, all issues should be resolved once the fanfold installation is complete.Thank you,[redacted]Office Manager
Initial Business Response /* (1000, 5, 2016/10/11) */
October 10, 2016
RE:
CASE # XXXXXXXX
To Whom it may concern:
Our office was recently informed that there was a complaint placed with the Revdex.com by a customer of ours with the last name of V[redacted] on September 30, 2016....
When our crew arrived at the V[redacted]'s home in Chillicothe, Il, they immediately recognized that the structural integrity of the electrical wiring, attached to the outside of the home, was not harnessed properly and was pulling away from the side of the home. This was as of great concern to us because of safety reasons. It was at that point that we immediately informed the homeowner, as well as asking them to come outside so that we could explain the extent of the problem and instructed them that this would need to be taken care of by an electrician and also recommended that they call Ameren-Cilco directly. It was at that time we conveyed to them that although we do specialize in construction, we do not do any electrical work of any kind inside or outside of a home as that is not our area of expertize. During our first initial day of preparations for the siding job we took pictures to put in the customer's file for our records. (Please see attached) We make it a practice to never screw or nail anything into any roof as of course, being a roofing contractor, we know that doing so compromises the functionality of any roof and would never do as such. We were told by our crew that Ameren had fastened a strap to the roof, however, our company did not. We were also told by our crew that Ameren moved a guide wire that was pulling against the electrical wiring in an attempt to release tension that was possibly further aggravating the situation.
We have spoken to our contractor and he states that there was no reason for him to remove any brackets to install either the siding or gutters and did not do so. We would also like it to be known that this job was completed on the 22nd of August, 2016 at which time the homeowner signed a completion form stating that he was 100% satisfied with the work we had done. Not only did he sign our completion form but he also signed a completion form for the financing so that we were fully funded for work performed.
It is our practice to provide the best quality of work and customer service as possible. We felt that by informing the customer of the impending problem, we were helping to prevent any further problems down the road and to educate the customer of the importance of addressing the issue with their outside electrical. We do not feel that we are in any way responsible for their existing problem, nor did we complicate said existing problem.
Initial Consumer Rebuttal /* (3000, 7, 2016/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have spoke with the Ameren worker who came to our home, and he has stated that he did not attach the strap tp our roof holding the electrical pole to our home. I have pictures dated the day the siding workers started working on our home that shows the strap they attached. Ameren had not even been called yet. One of the workers from the siding crew met me in my back yard the day I arrived home from work and his first words to me were.. We are sorry. When I asked why he stated 2 things had happened. 1 they had pulled the cable to my satellite dish and it was no longer connected, and then he preceded to tell me they had started to undo the brackets on the pole holding it to the house and it started to give away so he had to strap it and screw the strap into my roof. He told me he was unsure if they were suppose to call Ameren or if I was, but he would find out. After 2 days of hearing nothing I called Ameren and they came out. The guy said he could tell they had unscrewed the brackets and things went wrong even though they tried to tell the Ameren guy the strap was attached and holding the pole when they got there to start the work a few days prior. When my husband contacted All American and spoke to the owner he had changed his story several times on the phone about what had happened and even said we should have contacted him because he had an electrician that could have fixed it cheaper than what we paid. We did not sign any paper after work was completed and he was paid by the fiance company before all the work was completed. It wasn't even the original finance company because they pulled out at the last minute NOT because of our finances but because All American owner is being sued by another company so the finance company didn't wan to do business with him. This is the absolute worse company ever and I will share that info with others.
Final Business Response /* (4000, 9, 2016/10/27) */
Revdex.com, inc.
112 Harrison
Peoria, IL XXXXX
October 27, 2016
RE:
CASE # XXXXXXXX
To whom it may concern:
First of all, at no point have we "changed our story". We stand by our previous response to the customer. We stand by the pictures taken by our crew. As we stated before, the homeowner was notified at the beginning of the job that there was an issue that needed addressed by an electrician. Ameren-Cilco told the homeowner that they were responsible for the weatherhead down. As we stated before, If brackets were removed, they were not removed by us. We installed siding up to the weatherhead, not behind it, so there was no reason for us to remove any brackets to do our job. After the job was done, Mr. [redacted] came into our office personally to bring the payment and told us that he was extremely happy. At no time after the job was completed did Mr. or Mrs. [redacted] make us aware that they had any concerns. The only other contact from the [redacted]'s, after the job was completed, was a call asking that our company pay for their electrical repairs which we are not responsible for.
I have been In contact with the homeowners before, during and after the project has been completed. I met with them at their home on the final day of installation with their representative, [redacted] while the installation crew was still on site. We walked around the home together to be sure they...
were satisfied with the finished product. The storm door issue was discussed in great detail where the homeowner's and [redacted] Jones agreed to a deduction of $200.00 from their balance due for the storm door. There were some finishing details they wanted corrected or done differently. We made sure these things were completed before the crew left that day. I noticed a few nails where I was standing and began to pick them up. At that time, [redacted] Jones and a member of the Installation crew joined me and we walked around the home several times asking sure all nails and debris were picked up before we left. When the Installation crew was completed with the requested finishing touches, the homeowners paid a portion of their balance due. That evening they realized there was not fan fold on the entire home and called us immediately. I reminded them the contract was written in a way that lead the installation crew to believe the fan fold was only to be installed on a portion of the home (I included a copy of the contract). I spoke with the homeowners before the project was started and we verbally agreed that fan fold would be installed on the entire home. This was not relayed to the installation crew before they completed the project. I assured the homeowner's we would be out as soon as possible to install fan fold on the entire home. this is scheduled for today 11/14/17. After receiving this complaint, I reached out to the homeowner's to make sure we were all on the same page. They stated they made the complaint as documentation of the project. Based on my conversation with the homeowners, all issues should be resolved once the fanfold installation is complete.Thank you,[redacted]Office Manager