Amazing Exteriors

The Customer Mr [redacted] may not agree with the "Fundamental premise" of my response, but the fact remains that additional work was done on the project that was not included in the scope of work, as detailed on the contract and was only done so at the request of the home owner, either Mror Mrs.When the crew was asked to do work by Mrs [redacted] that was not included it was explained to her that there would be additional costs, we were instructed to go over the costs with Mr [redacted] The additional work that was completed was as follows:Demolition of existing framing for shelf on front wall left side of garage door and front entry right side of front door(the contract clearly states under "Work not to be done" section: "No Structural Work")Remove concrete sills on pool room windows(there was no stone or siding removed in this section, the sill removal was at the request of the homeowner, due to them not liking the way it would finish aesthetically)Add an additional freeze board along the back wall to cover the gap in the soffit(the contract clearly states that soffit work was not included)Repair new siding on back wall right side where the plumber / landscaper removed newly installed siding to repair the plumbing(additional work created by others not included)Repair extensive rot damage on right side of garage wall(additional work not included)Add fascia board around front pool room roof(the contract clearly states fascia is not included).All of these changes were discussed with the homeowner and completed based upon a verbal understanding and agreementSince we as a company failed to get this in writing prior to doing the additional work the homeowner felt these were not legitimate charges.Because of the issues that transpired on the job and the length of time it took to complete the project, I agreed to discounting the work to satisfy and compensate the homeowner and close the project.Mr [redacted] signed the completion certificate and in writing commented that the clean up needed to be completed, which at this time has been done, also requesting that a siding board be leveledHe also stated the he would send a picture, I to this date have still not received any picture of what is being requested, only complaints If it is something that falls within the original scope of work I have no problem taking care of it, just as we have for all of our customers for years here in the North West!It seems as though there is a difference of opinion as to what is included and what is not, even though the contract clearly spells everything out in an "Included or Not Included" format

This complaint is in the process of being resolvedThere was a breakdown in communication, we have spoken to the customer and apologized for that and explained that the replacement glass has already been ordered and we are ready to rectify the issue as soon as it arrives

We are trying to communicate with the customer to try and get this resolvedI have left several phone messages that have not been responded toOur production manager is also communicating with the customer via email We will continue to work on resolving this complaint

We have completed the project and furnished the customer with a final paid in full invoice and a conditional release of lienWe have already come to an agreement with the customer and have given them a $2,credit to finalize the projectSo the customer can either pay the $2,and we will do any other work needed or they can except the discount as they already have as we agreed for Amazing Exteriors to be done and complete on the project

Complaint: ***
I am rejecting this response because I fundamentally disagree with the premise of your response.Your statement is based on your company claiming you are giving me a $2,credit, which I do not agree withYou put this as a "credit" on invoice based on what you claim are $3,in work order changes, which were not legitimate scope of work changes over the original agreed scopeI agreed to only one work order change, which I paid $1,for. Therefore, the so called "credit" is not valid and is only a claim you are making on your paperwork. - I agree I have now received an invoice marked "paid," though I disagree (as above) with the way the charges are listed, and no credit was received- I have not received a release of lienIf one was generated, please send it- Your company did agree in closing this project to correct the one issue with a siding board I highlighted in my complaintAs we closed, I signed a document that listed what was completed, and what wasn'tI wrote this out myself with Bryan agreeingPlease scan that document and email it to me, with an explanation as to why you agreed to fix the issue listed at the time, and now will not honor thatInstead, you've just asked me to pay $2,to fix something you guys did poorly
Sincerely,
*** ***

We are trying to communicate with the customer to try and get this resolved. I have left several phone messages that have not been responded to. Our production manager is also communicating with the customer via email.
We will continue to work on resolving this complaint.

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]

The Customer Mr. [redacted] may not agree with the "Fundamental premise" of my response, but the fact remains that additional work was done on the project that was not included in the scope of work, as detailed on the contract and was only done so at the request of the home owner, either Mr. or Mrs.When the crew was asked to do work by Mrs. [redacted] that was not included it was explained to her that there would be additional costs, we were instructed to go over the costs with Mr. [redacted]. The additional work that was completed was as follows:1. Demolition of existing framing for shelf on front wall left side of garage door and front entry right side of front door. (the contract clearly states under "Work not to be done" section: "No Structural Work")2. Remove concrete sills on pool room windows. (there was no stone or siding removed in this section, the sill removal was at the request of the homeowner, due to them not liking the way it would finish aesthetically).3. Add an additional freeze board along the back wall to cover the gap in the soffit. (the contract clearly states that soffit work was not included).4. Repair new siding on back wall right side where the plumber / landscaper removed newly installed siding to repair the plumbing. (additional work created by others not included).5. Repair extensive rot damage on right side of garage wall. (additional work not included).6. Add fascia board around front pool room roof. (the contract clearly states fascia is not included).All of these changes were discussed with the homeowner and completed based upon a verbal understanding and agreement. Since we as a company failed to get this in writing prior to doing the additional work the homeowner felt these were not legitimate charges.Because of the issues that transpired on the job and the length of time it took to complete the project, I agreed to discounting the work to satisfy and compensate the homeowner and close the project.Mr. [redacted] signed the completion certificate and in writing commented that the clean up needed to be completed, which at this time has been done, also requesting that a siding board be leveled. He also stated the he would send a picture, I to this date have still not received any picture of what is being requested, only complaints If it is something that falls within the original scope of work I have no problem taking care of it, just as we have for all of our customers for 20 years here in the North West!It seems as though there is a difference of opinion as to what is included and what is not, even though the contract clearly spells everything out in an "Included or Not Included" format.

We have completed the project and furnished the customer with a final paid in full invoice and a conditional release of lien. We have already come to an agreement with the customer and have  given them a $2,115.00 credit to finalize the project. So the customer can either pay the $2,115.00 and...

we will do any other work needed or they can except the discount as they already have as we agreed for Amazing Exteriors to be done and complete on the project.

After going out and visiting with Mr. [redacted] - the following is the sequence of events which occurred. First, Mr. [redacted] never talked to [redacted] until we met with him, but thought he had because [redacted] personally signs the warranty letter we mailed to customers. Mr. [redacted] called us and spoke to...

his salesman after the job was complete, who then relayed the issue to our production manager. We sent the install crew back to Mr. [redacted]'s residence and thought the concern was taken care of at that time. Due to our belief that the problem was solved no 'work order' or 'service request' was written up, as is procedure, so the office had no paperwork to follow up on from 10-15-2014 until we received this notification from the Revdex.com. We never got another call or further complaint from Mr. [redacted] until now. We have now gone out, met with Mr. [redacted] in person, and are going to take care of the two concerns he has expressed to us. We wish a simple phone call from the customer had been made before filing this complaint, as we thought the problem was solved and he was happy.

This complaint is in the process of being resolved. There was a breakdown in communication, we have spoken to the customer and apologized for that and explained that the replacement glass has already been ordered and we are ready to rectify the issue as soon as it arrives.