***, I just had the chance to review this again and this is where we stand: *** was made aware of what and how we were going to charge all along the process as I explained beforeEven the extra unforeseen work she was told how we would charge and it was on our contract (see attached). She conveniently did not include this attached contract she was sent in her complaintI have attached a revised invoice that restores our rate to the original agreed upon $per man hour as well as charges her for ALL the materials used totaling $3,(see attached) Since her complaint is the loading and travel time she claims is hours, a second revised invoice showing the regular rates and ALL material less the hours totaling $3,is also attachedAlthough we DID NOT violate any NYS Law regarding charging for this time we are willing to remove it, but we will not also reduce our rates and not charge for all our materials used. She paid $3,which is $more than this final revised invoice and we are willing to refund her that I also want to remind her that her own written words by text message reveal she admitted she over reacted, had mixed up her facts, acknowledged that she understood the process, thanked us and paid the billIt should have ended thereIf she agrees to this we will issue the check when I return next week.We also will be monitoring social media posts by her to see if they cross allowable complaint thresholds. Joseph J L*** Controller
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. First of all - what nerve - all those many telephone calls to try to resolve the issue were initiated by me and the first 10 calls I made were completely ignored until the local office found out I was calling the father who is stationed in Florida with the same roofing company - only when they found out I was calling him did they even return my calls. In the Company response they state that I chose to decline signing their contract and to pay for Time and Materials (they called it T and M), This is not accurate. I never heard of T and M until they suggested it and highly recommended it as it would save me money they said. I am not asking for a refund for the T and M or a refund for any of the hours or work they were at my home. I am asking for a refund of the time I was charged (see original complaint that they were not at my home. The owner of the company said this charge of $670 dollars ( I dont have the exact amount because I am on lunch at my work and don't have it in front of me) Tom N[redacted] told me these charges are for travel of the 2 workers from his office to my residence. According to the Revdex.com (your office) it is illegal for a company to charge for loading or travel unless the charges are specifically stated in a contract and designated for loading and travel and the specific amount must be stated - I never received any such contract and the contract I did not sign did not have it in there either. After I paid the son David N[redacted] for the work he gave me an invoice/receipt that showed me I had paid for 4 1/2 more hours than the number of hours his workers were at my home. When I questioned that David said " that is something we do to get paid what we think we deserve for a job" I said , "well that is me paying for time and materials.". Then when I called the father in Florida to try to get reimbursed for these hours the father said " well its the time the workers load up and drive to your house". When the father tried to give me a tiny portion of that amount as a refund - I informed the father that this is against New York state law to charge me anything and to not give me the full refund on travel time. His response to that was to never communicate with me again. I will not agree to allowing them to break the New York state law. If the charges were for time and materials - they did not spend that time (4 1/2 hours) at my home working on anything. [redacted]
I have attached a number of items that I will review with you now. First is the original fixed price contract that [redacted] chose not to sign but to change to a time and material basis. Same scope of work and you can see we did indicate what our T&M basic rate is $70 per man hour on the original...
contract, and that was agreed to with [redacted] before commencing the work. The reason for the change was we told [redacted] it could be cheaper or, more costly T&M after she insisted on a cheaper price. Next I attached our invoice with a detailed explanation with pictures showing the extent of rotten wood deck discovered once the slate tiles were taken off.It is impossible to determine the extent of deck damage until the top roof is removed. It was explained both on the original written contract and verbally that that would add additional time and material cost to the job. You will then see copies of the text message chain between Part Owner and Service Manager David Neth and [redacted] which began shortly after she was informed by him the amount to be invoiced. David not only explains the extent of the additional work done which increased the price, but also tells her the amount of additional material NOT charged to keep the price reasonable. In addition to that he then discounts our rate reducing the price further. You can then read Lucy’s apologetic response and acceptance of the invoice which she then paid. Soon after payment [redacted] flipped her position and attitude yet again calling multiple times a day and demanding additional detail of the work and time. Once we explained that our hourly rates include overhead costs she became even more threatening and demanded the President of the Company get involved. Tom N[redacted] did attempt to further appease her by refunding her the overhead included in our rates, but she refused that by returning the letter and un-cashed check which I have also attached. [redacted] we have been in business for over 43 years and serviced thousands of Business and Residential customers with very few if any complaints which we could not turn around and resolve. I hope you can see from our many documented attempts, which does not include the unbelievable number of phone calls and meeting time devoted to satisfying Lucy, that we have acted both professionally and patiently to address her concerns. We believe we went above and beyond and owe her no additional consideration. Let me know if you need any additional information.Thanks again for your time. Joseph J L[redacted] Controller
***, I just had the chance to review this again and this is where we stand: *** was made aware of what and how we were going to charge all along the process as I explained beforeEven the extra unforeseen work she was told how we would charge and it was on our contract (see attached). She conveniently did not include this attached contract she was sent in her complaintI have attached a revised invoice that restores our rate to the original agreed upon $per man hour as well as charges her for ALL the materials used totaling $3,(see attached) Since her complaint is the loading and travel time she claims is hours, a second revised invoice showing the regular rates and ALL material less the hours totaling $3,is also attachedAlthough we DID NOT violate any NYS Law regarding charging for this time we are willing to remove it, but we will not also reduce our rates and not charge for all our materials used. She paid $3,which is $more than this final revised invoice and we are willing to refund her that I also want to remind her that her own written words by text message reveal she admitted she over reacted, had mixed up her facts, acknowledged that she understood the process, thanked us and paid the billIt should have ended thereIf she agrees to this we will issue the check when I return next week.We also will be monitoring social media posts by her to see if they cross allowable complaint thresholds. Joseph J L*** Controller
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. First of all - what nerve - all those many telephone calls to try to resolve the issue were initiated by me and the first 10 calls I made were completely ignored until the local office found out I was calling the father who is stationed in Florida with the same roofing company - only when they found out I was calling him did they even return my calls. In the Company response they state that I chose to decline signing their contract and to pay for Time and Materials (they called it T and M), This is not accurate. I never heard of T and M until they suggested it and highly recommended it as it would save me money they said. I am not asking for a refund for the T and M or a refund for any of the hours or work they were at my home. I am asking for a refund of the time I was charged (see original complaint that they were not at my home. The owner of the company said this charge of $670 dollars ( I dont have the exact amount because I am on lunch at my work and don't have it in front of me) Tom N[redacted] told me these charges are for travel of the 2 workers from his office to my residence. According to the Revdex.com (your office) it is illegal for a company to charge for loading or travel unless the charges are specifically stated in a contract and designated for loading and travel and the specific amount must be stated - I never received any such contract and the contract I did not sign did not have it in there either. After I paid the son David N[redacted] for the work he gave me an invoice/receipt that showed me I had paid for 4 1/2 more hours than the number of hours his workers were at my home. When I questioned that David said " that is something we do to get paid what we think we deserve for a job" I said , "well that is me paying for time and materials.". Then when I called the father in Florida to try to get reimbursed for these hours the father said " well its the time the workers load up and drive to your house". When the father tried to give me a tiny portion of that amount as a refund - I informed the father that this is against New York state law to charge me anything and to not give me the full refund on travel time. His response to that was to never communicate with me again. I will not agree to allowing them to break the New York state law. If the charges were for time and materials - they did not spend that time (4 1/2 hours) at my home working on anything. [redacted]
I have attached a number of items that I will review with you now. First is the original fixed price contract that [redacted] chose not to sign but to change to a time and material basis. Same scope of work and you can see we did indicate what our T&M basic rate is $70 per man hour on the original...
contract, and that was agreed to with [redacted] before commencing the work. The reason for the change was we told [redacted] it could be cheaper or, more costly T&M after she insisted on a cheaper price. Next I attached our invoice with a detailed explanation with pictures showing the extent of rotten wood deck discovered once the slate tiles were taken off.It is impossible to determine the extent of deck damage until the top roof is removed. It was explained both on the original written contract and verbally that that would add additional time and material cost to the job. You will then see copies of the text message chain between Part Owner and Service Manager David Neth and [redacted] which began shortly after she was informed by him the amount to be invoiced. David not only explains the extent of the additional work done which increased the price, but also tells her the amount of additional material NOT charged to keep the price reasonable. In addition to that he then discounts our rate reducing the price further. You can then read Lucy’s apologetic response and acceptance of the invoice which she then paid. Soon after payment [redacted] flipped her position and attitude yet again calling multiple times a day and demanding additional detail of the work and time. Once we explained that our hourly rates include overhead costs she became even more threatening and demanded the President of the Company get involved. Tom N[redacted] did attempt to further appease her by refunding her the overhead included in our rates, but she refused that by returning the letter and un-cashed check which I have also attached. [redacted] we have been in business for over 43 years and serviced thousands of Business and Residential customers with very few if any complaints which we could not turn around and resolve. I hope you can see from our many documented attempts, which does not include the unbelievable number of phone calls and meeting time devoted to satisfying Lucy, that we have acted both professionally and patiently to address her concerns. We believe we went above and beyond and owe her no additional consideration. Let me know if you need any additional information.Thanks again for your time. Joseph J L[redacted] Controller