Azure Construction, Inc.

Azure Construction agrees to arbitration with on complaint ***

[A default letter is provided here which indicates your acceptance of ArbitrationIf 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 .***,and find that arbitration is necessarySincerely,*** ***-***

To whom it may concern -
Our response to this complaint is as follows:
From the day we signed a contract with [redacted], he was our primary point of contact. His
number was the only number that we were given to start this project. My independent sales
representative, Ben [redacted], met with [redacted]...

to start this project off. Ben asked [redacted] if he had a
copy of the original adjuster's estimate and [redacted] gave him that. That estimate was for the
gutters and garage doors only to my recollection. Upon doing this walk thru and inspection, Ben
found additional damage not found by the adjuster. The adjuster missed the roof damage,
siding damage and shed damage. Ben explained the process to [redacted] and told him that we would
need to do a reinspection with an adjuster from Nationwide at the home to get the additional
damages covered. [redacted] agreed and said that he would call the adjuster. [redacted] did set up a
reinspection with Nationwide. Ben met out on site with the adjuster and got everything we saw
for missed damage covered. ( Roof, Siding, Shed ) While Ben was meeting with the adjuster, the
adjuster said he would write the estimate and send out a copy of the new damages to the
homeowner and to Ben as long as the homeowner gave him permission to do so. That never
happened. We still to this day do not have permission from Nationwide to send us any
estimates directly which is a very big problem when we negotiate claims and try to ensure
accuracy and accountability for each file we work. So after Ben met the original adjuster on site,
the adjuster said he would send the estimate out and once approval was granted the
homeowner would receive an additional ACV check for the roof and siding and shed. The
homeowner received the estimate and ACV check from insurance but nothing was sent directly
to us as originally upon. Ben had to go back out to the site and request a copy of the revised
estimate from the homeowner directly to see exactly what the insurance company had
covered. Once Ben got to see the revised adjuster's estimate, he noticed that the adjuster did
cover the roof and shed as stated on the reinspection but the adjuster did miss the siding
damage to the right & back elevations. Siding that the adjuster on the reinspection said would
be covered. We all agreed that the siding could wait until after the roof was completed. Ben
brought out samples of the shingles, met with [redacted] & Tanya, they picked the color and
scheduled the roof to be completed. Ben also explained to the homeowner that due to the
weather, there was a good chance that the shingles wouldn't completely seal until Spring. [redacted]
stated that it was ok to still do the roof as long as it wouldn't cause a problem. Ben stated that
the manufacturers recommendation for shingle install is between 40-75 degree weather and
since we were within those parameters it should be just fine to install the shingles. [redacted] was
fine with that so we scheduled the roof. The materials & crew showed up on time and as
planned. They completed the roof within two days and the remaining materials were picked
up. Everything with the roof went without a hitch. The customers were happy with the crew,
the install and the clean up. The only thing [redacted] said to me is that he wasn’t sold on the color
they picked but it was growing on them. The color cannot be held against us as they picked the
color. After the roof was done, we began to contact the Nationwide adjuster for the next 3-4
weeks to no avail. We finally got a response when calling Nationwide directly that the adjuster
we were working with was no longer with the company. However, I want it to be know that
from the initial reinspection, the adjuster told us to deal with him directly because the turn
around would be quicker and any changes or adjustments to the estimate he would need to
sign off on anyways. That is the reason we didn’t contact Nationwide directly right away. Once
we finally got a hold of Katherine from Nationwide, she said we need to send her our estimate
and she will review it. We sent her our photos and estimate in December. There were a couple
times that she said she didn’t receive it but we have fax confirmation showing it was sent. So
once she received our estimate and photos and we finally got the insurance company to pay for
the siding, Winter had set in and there was snow on the ground. We told them that we would
complete the siding anytime and they chose to wait until Spring because they thought they
would get a better job in the Spring. We agreed to wait until Spring so the communication
halted for a couple months during the Winter. We picked back up in March. I attempted to
contact [redacted] for a month or so and wasn’t getting response from him. When I did get a hold of
him, he apologized and said he was super busy and that was the only reason he didn’t get back
to me. However, I don’t know that [redacted] knew we had been trying to contact him for a month
without any response or decisions being made. That said, [redacted] contacted us and
communication began again. Ben went out to meet with the customer in April because we still
didn’t have a new copy of the 2nd revised estimate that we requested. The homeowner’s at that
point still hadn’t given Nationwide permission to send us the approved estimates so we had no
idea what was covered still at this point. Ben met with [redacted] and [redacted] and they went over the
estimate together. At that point, [redacted] and [redacted] told Ben that they were planning on maybe
waiting on the siding now because they were looking at doing an addition. Ben explained to
them that we have put a lot of work into getting this covered and it wasn’t fair that we
wouldn’t get the work especially when they wouldn’t have known the siding was even damaged
had it not been for his expertise. They agreed and said we could do the siding. While Ben was
looking into the estimate, he realized that there was a mistake on the 2nd revised adjuster’s
estimate. The line item for siding was wrong. The siding the customer has is seamless siding and
the estimate did not account for that. Ben took photos of that estimate and left the house with
the intent to correct the estimate yet again to make sure the customer got what they rightfully
deserved from the insurance company. Our company created an estimate and sent it off to
Katherine @ Nationwide. We negotiated the final estimate (which took time like every other
revised estimate did with Nationwide) and the homeowner received another check from the
insurance company. So, in total, the homeowner received an additional $30,000 plus dollars in
coverage due to our efforts once every estimate was revised and everything was said and done.
Once we got everything finalized, the customer said due to the lack of response and customer
service, we would not be doing the siding. Azure Construction secured over $30,000.00 in
missed damages for this customer. We got the insurance company to pay overhead and profit
on the total job as well because of the confusion on their end ( insurance company ) and
because of all the trades and complexity of the project. I have read the entire complaint over
and over again. As the owner of Azure Construction, my biggest frustration with this whole
project is that I have been contacted personally only 2 times throughout this whole process. If
the customer was that distraught thru this whole situation, wouldn’t you think they would want
to talk to the owner of the company to express their concerns? As for the roof issues, we had to
fix 3 shingles on their roof due to wind damage and the shingles not sealing due to weather
which was already made known to the customer from the start. In no way was the roof not
installed properly on their home or any other home in the neighborhood for that matter. Any
issue that was brought to our attention was addressed professionally and in a timely manner.
The siding repair that the customer is referring to in this complaint is their neighbor, [redacted]. What they don’t understand is that this siding repair that was done had nothing to do
with improper installation by Azure Construction. The homeowner broke a piece of J Channel
and our company fixed it for free out of courtesy.
In closing, I feel that Azure Construction should either get the chance to complete the siding
and finish the job we started or we should be compensated for the time and effort spent
securing a lot of money for this customer. We would accept at a minimum, the Overhead &
Profit on the siding that we got covered for them if they chose to not have us complete the
project. We spent hours and hours negotiating and figuring everything out on their behalf, and
once we get them everything they want, they don’t need us anymore. That is how we feel and
we don’t feel that is fair. We feel they are either pocketing the money or are trying to find
someone cheaper to do the work and save money based on our efforts. We want to resolve this
issue and be done with this ASAP. Let me know how you would like us to proceed.
Sincerely,
[redacted] Azure
Azure Construction