Bachman's Roofing, Building & Remodeling, Inc.

July 11, 2016Dear *** ***,Thank you for the opportunity to respond to the issues addressed in *** ***'s complaint.In regards to the color selection of the siding, *** ***'s first color choice was FlagstoneThe Sales Associate, inadvertently, failed to confirm that this color choice was not
a standard ColorFlagstone is a Deluxe Color which is listed at a higher costIn order to avoid *** *** being charged for the deluxe color siding, a cost that would not have been covered by the insurance carrier, we purchased and installed the deluxe siding at no additional cost in exchange for us retaining the old aluminum siding, rather than leaving it at her home*** *** was in agreement and the deluxe color siding was installedDuring the siding installation ProGuard House Wrap was installed in error instead of *** House Wrap, which is unfortunate and resulted in a decreased price of $The funds for the price adjustment can and will be sent directly to her insurance carrier.As outlined in our contract we were to replace the aluminum and vinyl sidingThese areas would be the upper front elevation, right side and rear upper and lower sections of her homeThe lower front section of her home has a masonry stone veneer product on it and was never to be replaced per the contract.During the replacement of the siding it was determined that the home's stucco surface was in poor condition, making the installation of the new siding impossible without additional workThe additional work included building out the frames of the windows located on the right side of the homeThis information was communicated to *** *** and, with her permission, details of the work including photographs were sent to the insurance carrier for reviewThe additional work was approved by the carrier on January 22, and included in the revised Explanation of Building Replacement Cost Benefits sent by *** *** to *** *** on February 4, 2016.During the roof replacement, rotted lumber was foundThe proposal for work indicates that if wood replacement is needed it is billed out at $per square footIt is also excluded from the contracted work, as there is no way to confirm the condition of the lumber prior to removing the old roofing material.All the work billed to *** *** was completed in a proper workmanship manner and we will gladly refund the overcharge for the house wrap credit of $62.00.Based on the information provided we respectfully request, that you will find that we have addressed *** ***'s concerns.Sincerely Yours,Carl RJrGeneral Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I was never informed of the problem with the stucco as suggested by BachmansI only received a revised bill about the situation after all the siding was installedWhen I asked about the house wrap, I was told it was the same thing and used on many homes, if there was a difference in price like I knew why not adjust it priorFurther, when the job was discussed I was told the veneer would be done as well because we said the whole house multiple times which I have proof of that as wellI was told it wouldn't take that much siding to complete, plus the side of the porch where it is cracked was supposed to be replaced Like I mentioned I was never told about the stucco and when I received the bill for additional funds and asked about it was the only time I learned of thisAs far as the roof goes that was NEVER even discussed or brought to my attention until their response to my complaintI should have known the company wouldnt be on the up and up when the contract was signedThey are being just as bad as tge storm chasers who saturated our neighborhoodThe company lied to me and the insurance company and if the situation is not resolved I will be taking the next steps and lodging a complaint through with the State Board.
Regards,
*** ***

July 29, 2016Dear *** ***,Thank you for the opportunity to respond to the issues addressed in *** ***'s follow up complaint.In both of *** ***'s complaints her primary area of dispute is the fact the she was never notified of the problem with the stucco until she received a revised billWe must disagree with *** ***'s account of the situationOn December 17, an email was sent to *** *** from our Sales Associate Jimmy E***The subject of the email is "Siding", in the email he asks for the name, phone number and or email address of the adjuster who was at her house, so that he can reach her insurance company for a supplemental claim to consider the cost of the additional workThis email also confirms that Travis F*, our Production Supervisor, had been in contact with both *** *** and her husband regarding the additional work that was needed based on what was found underneath the original siding.*** *** responded to MrE***'s email on December 21, 2015, apologizing for the delay in getting back to him as she had no ability to check her emails at home, and provided him with the name of *** ** *** as the adjuster who was at her home.In addition to the above referenced emails, follow up emails were also sent to *** *** on January 18, January 22nd, and February 19, pertaining to the additional siding work and *** ***' processing of the supplemental claim.We have admitted that an unfortunate error did occur during the installation of the house wrap, due to a stock issueWe have offered to send a reimbursement directly to her insurance carrier.*** ***'s contract does indicate that we would replace the aluminum and vinyl siding, on the entire houseAs previously stated, the lower front section of her home has a masonry stone veneer product on it and was never to be replaced per the contractA detailed proposal outlining the work to be completed was attached to the contract which MrP*** did sign*** *** was provided a verbal price to replace the stone veneer and she declined it.*** *** was advised of the necessity to replace rotten wood at the time of the roof replacement as well as it being reflected on her invoiceTherefore, we must disagree that *** *** wasn't told about the roof wood replacement until our response letter was sent to your office.Based on the additional information provided we are hopeful that you will agree, that we did keep *** *** informed during her entire project and address her concerns in a timely manner.Sincerely Yours,Carl R. JrGeneral Manager