American Custom Contractors Inc

American Custom Contractors is in receipt of the complaint from the homeowner, and have addressed the items in her complaint as follows: ·        Our company spoke with the customer on November 17 to schedule the attic fan connection as per her request.  ...

·        We completed the repairs within the scope of work that she has requested, the remaining repairs she opted to schedule independent from American Custom Contractors ·        Our company is a preferred contractor with the [redacted] Residential Roofing program, under #[redacted]. ·        The check deposit was an error on our administrative staff and we immediately communicated with the homeowner regarding this.  It was agreed between both parties that the check would remain deposited, after conferring with both her mortgage company and our bank.   Since receiving the complaint, we met with the homeowner and are working towards a resolution that will be fair and amicable for both parties.

Dear Sir or Madam: We are in receipt of the statement submitted by our client, [redacted].  We are taking her submitted complaint and allegations very seriously and have completed an internal research regarding this issue in our records and found that [redacted] did contact American...

Custom Contractors in early June 2016 regarding a potential service issue.  Our staff followed-up with her and provided her with her contract, per her request.  Upon her further request we made attempts to procure parts and information from our supplier, however felt it would be best for us to schedule a service to confirm the potential solution (and hopefully render repairs at the same time).  Our staff member contacted the homeowner to schedule this service call, however she was advised that the client would be on vacation and unavailable for several weeks. During that time our staff continued to reach out to our supplier and the manufacturer to determine the best course of action for repair.  Possible repair solutions were evaluated and we were preparing to our technician to perform a service call when the homeowner was ready.  The homeowner contacted us in early July asking for an update regarding the issue.  We apologize that her phone calls were not returned promptly.  Our records do reflect communication between staff members and our manufacturer representative regarding the issue over the course of these weeks, trying to determine the best solution without seeing the issue first hand. On August 3, 2016, the date that the complaint was received, a staff member of our Production Department contacted the homeowner to schedule the service.  After apologizing for the prior lapse in communication, we attempted to schedule a service call, however the homeowner refused to allow us more than an hour to perform the service call.  We schedule service calls within a larger window of time to allow for both arrival to the service site and to properly evaluate and render a solution for the situation.  The homeowner then cursed at our staff member and we were not able to successfully schedule a service call to remedy the repair issue. We would be happy to schedule a time for the service call with the client.  We do ask for a window of time for arrival, for the reasons provided above.  In addition we have reevaluated our service call procedures and will be putting new policies in place to avoid future miscommunications with our clients.  If the homeowner would like to schedule a service call so we can resolve the issue, please have her contact our office and we can provide her with available windows of time to perform the service. Sincerely, William G[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] Date: Thu, Sep 1, 2016 at 8:22 PMSubject: Complaint ID [redacted]To: "[email protected]" <[email protected]>Dear [redacted],I like to take a moment to Thank you for the service you provide in getting support for the consumers like myself.  Since my last communications with Revdex.com regarding the above complaint I have been able to get resolution to my satisfaction with American Custom Contractors.  As of this morning the issues have all been resolved and I would like to request that the record be updated to reflect the issues are now resolved to my satisfaction.  Please feel free to contact me if you have any questions.  Thank you again for the support. Sincerely,[redacted]

Review: the roof was installed and was done on may 2011 , however I mentioned to the person in charge that I have seen some uneven shingles and I want them to fix it and they said they will and will contact their people who installed my roof that was 2 years ago may 2011. until now I have not heard from them.

Now spet 2013, I have received a letter that I owe them money of $1000 and they were trying to collect it. I dont have debt from them they promise me to give me courtesy and discount. and I paid the amount in full. but my problem was not resolved. this company is only good if you havent paid them yet but once they get their money they dont honor anything you ask them to do especially in correcting proble**.

I have the statement of payment which I want to show here.

they charge me $ 11,922.82 and insurance paid $ 6493.24 + 2939.58 =9432.92 my portion was $2,490

[redacted] who was incharged for the sale promised to give me a $500 discount so I gave him the $2000 check which was the total balance of my portion.

now they were trying to bill me $1000 for which I dont owe them anything and the bad part is they havent contacted me to correct the problem.Desired Settlement: I want them to correct the billing and resolve this problem. thank you.

Business

Response:

We contracted with **. [redacted] in April 2011 for the replacement of her damaged asphalt shingle roof. We worked with her insurance company, [redacted] Insurance, to help her settle the claim to cover the damages from a severe wind storm. Our initial agreement with her was to include the Insurance Supplement of $9,432.82, which included her deductible of $500. During the course of the project it became evident that we would need to replace (46) sheets of damaged plywood. This was not included in the original scope of work, because the damage was not visible or identifiable through the inspection process by either us or her insurance company. We discussed the additional work order and offered her a discounted rate of $65 per sheet, for a total additional work order of $2,990. This brings the total to 12,422.82.

However, we issued **. [redacted] (2) $500 credits which went towards her deductible and her Additional Work Order, upon signing the contract being signed. Additionally, we have received payments in the amount of $10,932.82. The remaining balance on the account is $490, which we attempted to collect directly from her, but when she was unresponsive we submitted this to our collections agency, and $510 in interest has been applied.