Beck's Ornamental & Turf

I am writing in response to customer [redacted] ***'s Revdex.com Complaint against Frisby Construction Customer is right in that his contract stated to remove existing siding from dormer However, it is common for us to have our foreman assess the situation (whither or not to remove existing siding) before starting each job to determine if this is the best course of action considering the age, condition, and area of the house Sometimes, as in the case with this customer's home, the foreman suggested siding over the existing siding on this job Which he did speak to the customer about when on site His professional opinion was that removing the old siding could result in having to redo some of the flashing around the dormer, or the underlying wood could be damaged during removal and need replaced - both would result as an additional cost to the customer Also, a plus to leaving the existing siding is that this adds a R-value to the home (insulation) My foreman was indeed looking out for the best interest of our customer, trying to save Mr [redacted] from the possibility of incurring more costs due to removing the siding All of this was explained to the homeowner by our foreman and later by our salesman Customer has failed to mention the additional metal work that my foreman did for him at no extra charge to the customer After job completion Mr [redacted] told us that he was under the impression that the fascia trim on his dormer would be replaced as a part of the siding contract he signed with Frisby Customer's signed contract does not mention fascia or trim in any shape or form- therefore my foreman was not instructed to do so We really do care about our customer's satisfaction, and in order to please customer, my foreman and I agreed to wrap the fascia boards on the dormer with metal at NO CHARGE to the customer, giving the dormer a more "finished" and clean look to go with the newly installed siding This metal will protect the fascia boards from further weathering Customer accuses Frisby Construction of "saving themselves time and money" by not removing the old siding, and yet we provided additional work to customer's home free of charge, which did indeed cost Frisby additional time and money My foreman works with us on a per job basis and always factors in debris removal regardless of job description Frisby would only be saving about $(or $10/SQ) for not removing this customer's siding And yet we incurred the significantly higher labor and material cost of wrapping the fascia boards for customer in attempt to make him happy We have been in contact with customer several times regarding this issue My foreman has met on site with him, and my salesman has made several phone calls to him, and relayed the office's answer that we cannot refund him money He did not like the salesman's answer so he continued to call and text the girls in the office; often being very rude and demanding a refund If customer was unhappy about siding over the existing he could have discussed with foreman on site during construction when they were discussing it Customer also promptly paid his balance upon job completion (we allow our customers to hold 10% of their remaining balance if they have issues with their job) I myself considered sending customer a gift card for his trouble and his patience while waiting on his work to begin, but I decided against it once customer started demanding a refund from the girls in my office in a very unprofessional tone During this entire period customer has never complained about the appearance or integrity of the siding job completed by Frisby Construction

Mr [redacted] contacted our office to notify us of a leak and we promptly corrected this issueWe put the interior repairs on our schedule and recently finished the work, to the customers satisfaction

Dear Mr& Mrs [redacted] , Revdex.com, & The Revdex.com Community, As always, we take our reputation very serious and we hate when customers feel so upset they feel the need to post their experiences on the internet I have reviewed the complaint made by the [redacted] ' family and have had a chance to speak with our staff regarding the matter This job was one where our company agreed to do partial work on a piece of the [redacted] ' property, and was not contracted to do the entire roof replacement This is what makes these types of jobs so difficult and is one reason we try to steer clear of these types of agreements Inevitability there seems to always be an area that becomes unclear between the parties on whether or not that was "contracted work" This situation almost always turns into a "wellyou touched it last" situationso it must be your fault! The owner of our company, Dave Frisby, made contact with Ms [redacted] when we first learned she was upsetand even tried to reason with her and her husband to come to an agreement on some sort of scope of work to fix the issues at hand, regardless of whose fault they were On many occasions we attempted to reason with Ms [redacted] and the owner said he would just come out and fix the areas of concern she had, but Ms [redacted] insisted those items be put in writing, and made it difficult for us to address the issues After several additional conversations back and forth, our company and Ms [redacted] were finally able to temporarily agree to work things out We are aware the Revdex.com will likely be updated with Ms [redacted] response on whether or not she is happy with the final results, but we are certainly trying to make her and her family happy We are not always perfect, but we always try to make things righteven if we don't think they are always our fault This was a nasty situation of "you touched it last" in our book, but the important take away here is that we are still willing to work with Ms [redacted] to try and make her happy We hope her follow up Revdex.com response reflects the same! Respectfully, The Frisby Family

In response to the complaint filed by Ms***, it is my intent as the owner of this company, to diligently and thoroughly research the matter and attempt to determine the facts of each individual case I care deeply about every single customer that walks through my door, so when I get a complaint from someone, I work as hard and objectively as humanly possible to either substantiate and rectify the i**ues, or disprove the allegations and attempt to reason with the customer making the complaint.There are times which my company does fall short of what I know to be high expectations, and when this occurs, I want to make sure my customer is acknowledged, treated as I would like to be treated myself, and work quickly to find a solution to help mitigate the frustration, or in some cases damages, for my homeowner My staff is well aware of the expectations and responsibilities I entrust them with Any time a customer has an i**ue, it immediately works its way through a chain of command, so that it may be properly addre**ed I require my workers to thoroughly document each and every conversation they have with my customers, so that when issues do arise, I may have a clear picture in order to make a good, sound decision, that is fair for all parties involved I consider myself a very fair and reasonable person, and I will never hesitate to admit when we fall short and I will always do the right thing to make the customer whole again and as happy as possible.I understand times are difficult right now in this economy and I know myself to be very blessed by the Lord, Christ Jesus Our family has been blessed many times over and it is very important to us to live like Christians, always remembering that we are to act with kindness and generosity to our fellow neighbors Knowing how blessed we are, my family wanted to find a way to help our fellow neighbors find a way, and a means, to repair or replace items on their home requiring attention We know that everyone deserves to have a good and sturdy roof over their head, among other things that help protect their dwellings, such as gutters and siding We also know not everyone has thousands and thousands of dollars to pay for these expenses when they come up It was this very reason our family wanted to find a way to help those in need Because not everyone can secure traditional financing, or credit cards, we thought to ourselves"what if we could SELF FINANCE these projects, with the many blessings our Lord has given to us." In order to do this, we knew we had to make the payments affordable for our customers, forgive any negative behavior shown in their credit history, and we also had to take courage knowing the Lord would protect us from wrong-doers who have it in their mind to utilize our service, then decide to not pay us back the money we have loaned them for their project In order for us to forgive past negative credit behavior, I told my staff not to even conduct a Credit Check I also will not charge interest to my customers, allowing every dollar paid toward their balance, to come right off their principal amount owed.So, in alone, we self funded nearly projects from many grateful families, which made the entire decision to spend our own money to help others worth it Nearly every single person showed a tremendous amount of gratitude and humbleness as we closed those deals and began scheduling these projects I will admit, not every project went as smoothly as we all hope for, but we always did our best to make things right and address i**ues as they came up My father started this company nearly years ago and never once had to advertise to keep his family provided for I still carry his same mind set to this very day, and it hurts me deeply to see any customer file a complaint on my company I spend a lot of time, energy, and money on putting systems in place for my customers who may have issues come up, so that they know we care about them and someone will always be here to fix it, or explain it to them Having said all of this, and now knowing how MUCH I genuinely care about my customers, I began digging into Ms***'s file for answers.Ms [redacted] came to us on July 13, 2015, and was looking to have her roof replaced, among other things She was very interested about our financing, and was one of the main contributing factors for her coming to see us Now I believe that in order to be a successful company, two major things must occur for your customers Good Communication, and Complete TransparencyFor those of you who are reading this who are interested in seeing the timeline of events for Ms***, I encourage you to scroll towards the bottom of this explanation and look at our internal notes completed by my staff, each and every time they had a hand in Ms***'s project, regardless of how small it may beI have posted our complete interaction history with the public because transparency is the only way for an individual to draw a logical conclusion about a situation After I concluded my internal audit of Ms***'s file, and speaking with many individuals of my staff and crew, and from my own personal dealings with Ms***, I have found no wrong doing on the part of our company I will admit there may have been a bit of misunderstanding as it relates to the payment withdrawal's from Ms***, but even this is hard for me to grasp, because everything relating to our agreement with Ms [redacted] is in writing, and signed or initialed by Ms [redacted] herselfincluding the payment plan agreement (which is attached to this response).I conclude that my staff has followed the expectations and standards that my father and I have set in place, and although I am saddend to know Ms [redacted] is frustrated with my company, there is little I can do to achieve her desired settlement of a refund I believe that we have gone out of our way to try and help Ms [redacted] and her situation She desperately needed a roof on her house, and we were able to find a way to make it work with her budgetI believe Ms [redacted] first became upset with my company when her first payment, in November of 2015, did not clear and was returned as Non Sufficient Funds (By her own admission she states this in her complaint) This is where I do agree there may have been some misunderstanding on whether or not her payment was to be taken out upon signing, or to wait until the scheduled due date of November, 5th Because we schedule projects in order of deposits recieved, and because of how much Ms [redacted] was in need of a roof replacement, she had given permission to run the payment so that she may get on the schedule days sooner (I am aware she disputes this fact, but none the less, we still continued to work with her We waived all fees associated with this failed transaction, and despite entering into a year deal with Ms***, and her first payment failing even before starting her project, I chose to overlook it because I wanted to help Ms [redacted] and her situation) Please remember, there are no banks funding us the money to complete her project I am literally taking the money out of my family's own pocket, and paying for the labor and material up front, leaving me vulnerable to a potential loss of thousands of dollars, on her project alonenot to mention the other deals we self funded Additionally, I allowed this transaction to proceed for Ms [redacted] without even evaluating her credit.After this transaction failed, it is clear Ms [redacted] was very upset with us and it never seemed to get any better from that point forward I openly apologize to Ms [redacted] for this causing an overdraft to her account, but I believe we did everything we could to try and do what we thought was the right thing, at that time (That was to waive the fees we charge for NSF transactions, and to allow the financing of her project and not terminating the deal at this point before we even started) Quite frankly, this is the first time I have heard that she is still upset with us, by reading her Revdex.com complaint.Ms [redacted] has also filed a complaint on us regarding the damage to the fence of her "hogs/pigs", which has allowed them to escape Although this is difficult to prove or disprove, we do have photographs of the property before we began and after we finished To the best of our knowledge, we did not do any damage to her fence Furthermore, her first complaint that her pigs were even loose was on December 2nd, Our crew finished her project on October 26th, So even if we DID damage her fence, which I find highly unlikely due to the fact that we have several jobs to do, and do not have time to horseplay and goof off on job sites, then why was there over a MONTH that had gone by and no mention of the fence had ever been brought to our attention.Although Ms [redacted] has written some pretty strong allegations about our company, I think it's also important to note that her 2nd payment failed as well, showing Non Sufficient Funds (NSF) This occurred on December 9th, Despite the monthly failed payment of $for the second month in a row, I still continued to work with Ms [redacted] and allowed her time to get cash together to settle the failed transaction By this time, we had done her entire roof, paid the labor, paid the material, and we have only collected $dollars from Ms***, spread out over months, both of which had failed payments Yet I still continue to work with her in a professional and non condescending manner On December 15th, when we called to ask [redacted] about her second failed transaction, she was rude to my office girls and made the comment "I knew that's the only reason you were calling me" Yet again, I still waived her fees for her that we were charged by our bank.On top of all of this, despite us denying that we ever damaged her fence, I made the decision to have one of my crew go over to her house and fix her fence for her, at my expense This occurred on January 5th, Shortly after my crew arrived I recieved a phone call from my foreman that said Ms [redacted] was rude with them and asked why they were there When he responded politely to her, she became even more rude and nasty and told them to get off her property, then told her daughter to close and lock the door Please keep in mind, at this time, no Revdex.com complaint was ever filedI was just doing what I thought was the right thing to do, even IF I didn't believe my company was at fault Sometimes it's better to bite your tongue and pay to have the i**ues addre**ed, EVEN IF you are 99.99999% sure the issue is either NON EXISTENT, or not our fault Even by trying to do this for Ms***, we were unable to find, or fix any damaged fence, before she demanded we left her property.When Ms [redacted] then called about her drainage pipe, I told the girls that obviously nothing we are doing is going to please her Her complaints cooincidently come up right around the time her monthly payment is due I am not saying she is wrong, but nothing I have found has led me to believe my company is at fault hereIn regards to her complaint about the urination on her property, I am not able to confirm or deny this happened I did speak with my crew and they told me they drove to a store like they always do if they need to use the restroom The adamently denied doing this and this is a violation of my expectations and standardsAlthough I can not determine who is telling the truth regarding this matter, I find it very hard to believe my guys would lie to me I know them all very well and they have worked for me a very long time I pay them well and they know my standards I am frustrated these allegations would be made publically against my company, especially if it's not true I do not tolerate this behavior from my crew.In conclusion, I am sorry I am not able to offer any solution sought by Ms*** It is not feasible for us to incur these cost, as we have already incurred many many many thousands of dollars in labor and material to complete her project If I knew, or had reason to know, that her allegations were credible, I would act without hesitation in providing Ms [redacted] with her desired resolution Unfortunately, I do not think this to be fair to me and my company, and Ms***'s b**avior needs to stop It is getting out of control I will keep Ms [redacted] in my prayers and hope she finds the peace to forgive my company of the anger she holds against us.Respectfully, [redacted] - Executive Vice President------------------------------------------------------------------As stated above, I am pasting all of our notes with Ms***, from day of contact These notes are UNEDITED and remain in their ORIGINAL STATE._________________________________________CUSTOMER TRANSACTION AND NOTE HISTORY_________________________________________***Notes are in order of MOST RECENT CONTACT First and continue towards the INITIAL CONTACTat the bottom For a better understanding of flow, please start reading from the bottom, up to this text.--------------------------------------------------------------------- [redacted] Feb 7:02Customer Filed Revdex.com ComplaintI reviewed entire file and began preparing a response for the Revdex.com to view as well as the public who may read the complaintI attempted to call Ms [redacted] in regards to her complaints, and the payment plan agreement form (PPA)No answerWill submit the response to Revdex.com when finisheddelete edit ***Feb 2:PMWe have a voided check in the customers file, but no payment plan agreement to go with itEmailed the PPA with bank account info to Mrs*** [redacted] Feb 1:PMCalled Ms [redacted] to let her know what was going on and that we need a payment plan agreement with her signature to authorize the payment to come out of the checkingOtherwise it will come out of the same cc it is set up with now [redacted] is preparing the documents and sending them over via emailLMOM after it rang forty times [redacted] Feb 1:PMCalled Ms [redacted] and spoke with her about getting the correct information for her paymentsShe said we had everything that we neededI told her I would check on it and give her a call back to let her know what was going on [redacted] Jan 10:AMCalled Ms [redacted] and it just kept ringing and ringing [redacted] ***Jan 12:PM [redacted] called for ***I told her he comes in later on Mondays and will be in within the next hourShe said she will try to call him back later [redacted] Jan 4:PMCalled Ms [redacted] and told her we were trying to be proactive and get her credit card corrected before it comes out of the wrong account againWe didn't have the card on file to change it so we can't do anything about it until she calls backLMOM [redacted] Jan 9:AMCalled Ms [redacted] and told her we were trying to be proactive and get her credit card corrected before it comes out of the wrong account againWe didn't have the card on file to change it so we can't do anything about it until she calls backLMOM [redacted] Jan 3:PMCalled Ms [redacted] and told her we needed to update her cc information and that she needs to let us know what she wants to change it toSaid she could talk to anyone to get that taken care ofShe just had to give us a call backLMOM ***Jan 1:PMAsked [redacted] if he would call [redacted] for me and follow up about her updated Payment Plan AgreementHe said he would call her***Jan 11:AMCalled Ms [redacted] about PPA and LMOMSent an email as well***Jan 11:AMEmailed PPA to Ms [redacted] to fill out and sign and send back with her new checking account that she has requested to useHave not received anything back as of yetWill follow up [redacted] Jan 2:PMMs [redacted] called and I spoke with her about a crew coming out Fridays ago and I told her we didn't send anyone out Fridays agoBut she said that her daughter asked them and they said they were there to fix her pig stall gate and if that was the case she would have liked to have been notifiedShe said she had it fixed the day the pigs got outShe told her daughter to tell them to leave and to lock the doorSo they leftShe was also not happy that the payment was proce**ed through her credit card and not her checking accountShe only wanted one payment proce**ed through the credit cardI told her it was an automatic payment proce [redacted] and if she didn't let us know that, then we wouldn't know to change itShe said she told the person that changed the credit card informationI told [redacted] to change the method of payment and she said she would***Jan 11:AMJanuary payment proce**ed through PaysimpleUpdated JPC ***Jan 11:AMCustomer called and wanted to talk to ***Transferred the call [redacted] Dec 12:PMCalled Ms [redacted] and asked her what was going onTold her to call me backLMOM [redacted] ***Dec 4:PM [redacted] called and said she wants to talk to ***I told her he has left for the dayHe is usually in btw 9am-4pmShe asked me to have him call her at 9am tomorrow thenSaid she is not too happy about that little episode Friday, somebody should have called firstI told her I will give him the me**age [redacted] Dec 2:PMEmailed ***:Ms***, We proce**ed your payment of $There is a 3% proce**ing feePlease refer to your Payment Plan Agreement (attached)We did however waive the $non-refundable fee for the returned payment on December 5thIf you would like us to continue to use the new card ending in 9909, please sign and date the attached 'New Payment Plan Agreement' and return by mail or emailThank you [redacted] Dec 2:PM [redacted] replied to the PS payment and said she only authorized $I wrote and email and had [redacted] send it, telling her that there is a 3% proce**ing fee, see attached Payment Plan AgreementI told her that we waived the $fee for her payment being returnedI created a New Payment Plan Agreement and saved to fileHad [redacted] attach that alsoSo if [redacted] wants to continue to use the new card, she must sign and date and return the updated form [redacted] Dec 11:AMI proce**ed the payment via PaySimpleI changed the credit card info in PaySimple and set up Recurring payments to be taken from the new cardI scanned in the Payment Auth Form and saved to fileI updated the JPC & BS & QB***Dec 11:AM [redacted] called back and gave me card number to proce [redacted] her paymentsShe said she doesnt know why we are having i**ues with her cardShe also wants to know when she will hear back about the damage at her houseAlso when [redacted] is going to mail the stuff over she said she wouldI told her I would check and let her know***Dec 9:AMCalled customer to follow up with her gutters and her failed paymentsShe said everything went fineThen I asked her about the paymentShe said she knows thats the only reason I calledShe will look into it and hung up on me***Dec 2:PMCalled customer to follow up on her gutter install and check on her failed payment to see if she stopped it on her accountLMOM ***Dec 2:PMCalled customer to let her know that we will be out saturday to do her guttersLMOM [redacted] Dec 2:PMAsked ***t to email gutter scope to [redacted] ***, they will squeeze this job in Saturday [redacted] Dec 9:AM [redacted] called today and said she has been running the neighborhood chasing hogs for two hours because they figured out the fence was brokenNow they won't stay in the pen because they know they can get outShe said we need to have someone out there today to fix itThis is ridiculousI said I would talk with [redacted] and see what we could do asap [redacted] Nov 1:PM [redacted] called back today to speak with me and **We explained to her about how what occurred with our crew and our salesman was unacceptableAnd we would get to the bottom of it and see if we could come to some common ground [redacted] has a list of things that she had i**ues withWe also explained that the picto she received in the mail was different material and a promotionDidn't tell her it was a cash price and she is financed because I wasn't 100% sure that the picto was a cash price [redacted] Nov 1:PMCalled [redacted] FridayLMOM [redacted] Nov 4:PM [redacted] said that [redacted] called again today, wanting to speak with an ownerI discu**ed the situation with [redacted] and he told me to have [redacted] call herI text [redacted] and asked him to read the notes and then give her a call and let her know that he is in the family/an owner***Nov 2:PMCustomer called and wants the owner to call her ***Nov 10:AM [redacted] called back in wanting to know about her guttersLet her know that her gutter scope has been sent to the gutter crew and we are waiting for them to schedule herApologized and let her know that we are trying to get all of our customers jobs done as quickly as po**ibleLet her know that she is not the only one waiting, we are very busy right now and we are trying our best to get these jobs done in a timely mannerShe said " I know it's not your fault, I just have had alot of i**ues already and am still waiting on a call back from management." Let her know that when they come in I will have them call herShe said ok Thank you [redacted] Nov 2:PMFound a voided check by itself in my box, I scanned it into the file***Nov 4:PMCustomer called in and wanted an update on her guttersI let her know that I do not have a date as of yet but as soon as I get an update from production we will call and let her knowShe said if something isn't done by the end of the week she will go somewhere elseShe also went on to tell me about how the roof install ended up being a complete disaster and she is still waiting on something to be done about thatShe was getting very upset and she wanted to speak to a supervisorI let her know that I would get the me**age to my bo** when she comes in tomorrow morningShe just hung up on meI went ahead and text *** Scholl about the conversation [redacted] ***Nov 1:PM [redacted] called asking when the gutters are going to be installedI asked SR and she said she has her on the schedule and is working on the schedule right now and I can let her know when she finishes later today [redacted] ***Nov 2:PMLien filed with Clermont County RecorderScanned in & saved to file receiptUpdated JPC [redacted] Nov 3:PMReceived November Payment - I gave the cash to [redacted] and scanned in the Receipt of Cash as 'Cash Payment.2nd Installment ($179.00)I updated the JPC & BS & QB***Nov 2:PMCustomers daughter came in and paid $CASHI gave [redacted] the money and receipt [redacted] Nov 2:PMApproved [redacted] 's InvoiceUpdated JPCPayout 11/6/***Nov 11:AMAdjusted paysimple to cancel November payment from being auto draftedCustomer is supposed to bring in cash TOMORROW for her November paymentAutodraft resumes December 5th***Nov 11:AMCustomer called and said the payment wouldn't clear she wanted to bring cash today, *** said as long its in tomorrow it would be fine [redacted] changed pay simple Peggy [redacted] Oct 1:PMApproved RSG InvoiceScanned to fileUpdated JPC [redacted] Oct 12:PMRoof completed yesterdayOne plywood replacedUpdated JPC [redacted] Oct 9:AMwent to ***s house to see what she was so upset about and she was mad that there were shingles in her yard (as we are doing the tear off) and that we ruined her daughters bday because we over drafted her account by taking a payment for her roof outshe told me there is nothing I can do for her and she will just have to deal with it [redacted] Oct 10:AMRoof started today [redacted] ***Oct 9:AM [redacted] called and said the crew showed up this morning and she has been dealing with *** and wants to speak to someone higher than himI asked her if she wanted to tell me what was going on she said she will just talk to the supervisorShe said something that was supposed to be good has just turned into one disaster after anotherI told her I will let them know as soon as I see them today [redacted] Oct 10:AMEmailed PDF notes to ***Oct 10:AMCustomer called an asked how long after the roof do the gutters go onI told her we are looking at 3-weeksShe said this is just another disappointment and hung up***Oct 8:AMCalled customer to let her know the crew will not be roofing today, and possibly not tomorrow either, there is a high chance of rain tomorrow, We will keep her updated and let her know as soon as possibleLMOM [redacted] ***Oct 4:PMCustomer called and wanted to know if crew was coming because she had to runI told her I would check with production and call her right backI asked SR, she said the crew headed over to [redacted] about an hour agoShe said it's an easy roof so she doesn't see why they would not get finished tonight so she is next in line and they are estimating the crew will be out tomorrow however there is a 100% chance of rain tooI told her we will keep her updated***Oct 11:AMCustomer called in and wanted to know if her roof was still being done todayLet her know that the crew would be over later on today to install [redacted] Oct 12:PMEmailed roof order to RSG for drop first out Monday [redacted] ***Oct 12:PMCalled [redacted] to let her know production is planning on dropping her material Monday and installing Monday, weather pendingConfirmed color is Atlantic BlueDrop material anywhereShe asked me if she could get a call back from someone, said she doesn't know the chain of command but she last spoke to the office managerI told her I will try and see what I can do for her [redacted] Oct 2:PMEmailed [redacted] and told him that this needs fixed today [redacted] Oct 2:PM [redacted] called and is very upset that her payment came out because her contract says due at signingThe payment form for the deposit was put in [redacted] box, then passed to me for proce**ingIt was days after signing but days before her agreed upon dateShe is saying that [redacted] told her not until Nov5thBrought this to ***'s attention because no where does it explicitly state the first payment is due on Nov5th [redacted] told me to email ***Oct 8:AM [redacted] and I Went over notes about her paymentHer payment isn't supposed to come out to the 5th but it wasn't her payment that came out it was her depositI spoke to her and she said it was down and nothing was supposed to come out till November 5th per ***I told her I would get back with herShes livid [redacted] Oct 3:PMcalled and talked to [redacted] to find out about her insurance and she didnt have any on the house at the time but now she does if she would have had insurance I could have gotten the whole thing bought because of severe hail damage9:AM 10/6/going to call [redacted] today to find out if she can do insurance for her roof and she said that if she can she is going to finance windows (MP)5:PM 10/5/went to ***s house and took pics and walked roof she was there and I talked to her she has all kinds of hail damage and asked her if she wanted to put in a claim but her mom owns the house so she has to ask her (MP)5:PM 10/3/Deposit - Updated JPC & BSReviewed QB & Recurring Invoice (**)2:PM 10/1/Processed depositEmailed customer a receiptUpdated JPC and QBScanned in pymt auth form(AM)1:PM 10/1/Called [redacted] to let her know we do not have a tentative date for her yet but I should within the next few weeksI told her it is possible we are looking at the end of October for an install but that is only a guess, it all depends on the weather and other unforeseen issues that may or may not ariseShe said ok and asked when her pymt come outI told her her pymt may take a few days to process but it should come out in a few days then her next pymt wouldn't be due until November 5thShe said ok(ML)5:PM 9/24/Assigned P.O.# (SR)4:PM 9/24/ [redacted] emailed me a sketch report for customerI saved to file(ML)12:PM 9/24/ [redacted] brought in folderI scanned in all docs and saved to fileSigned contract, what to expect, payment plan agreementI filled out a pymt auth form and put in [redacted] mailbox to processSubmitted PO to production(ML)2:PM 9/22/ [redacted] just called to reschedule with ***We rescheduled for tomorrow at 3pmI added to ***'s google calendar(ML)9:AM 9/22/ [redacted] just called and said that she needs to cancel and reschedule because her son just had a seizure at school(AM)1:PM 9/21/Customer called in for ***Called and LM for [redacted] to call her(**)9:AM 8/4/ [redacted] said leads dead he has followed up many timesShe will not return his calls(Bd)ADDED TO DEAD LEADS4:PM 7/22/Ms [redacted] said everything is great she has been busy but will be emailing [redacted] a list of questions that she has tomorrowI will give [redacted] a heads up(TR)4:PM 7/13/Ms [redacted] called interested in new guttersShe would also like someone to look at her roof [redacted] referralInterested in our financingAvailable Thursday afternoon this weekWe scheduled for 2pm on ThursdayI added to ***'s google calendar(ML) -------------------------------------------------------------BEGINNING OF CUSTOMER NOTES ABOVE -------------------------------------------------------------***FOR Revdex.com ADMINISTRATION***It is my opinion that Ms [redacted] desperately needed her roof fixed, but lacked the financial means to do it I believe she took advantage of what we had to offer, but was frustrated with her own situation knowing she does not even have the $monthly payment that she agreed to (as evident by her two failed transactions) Knowing that she does not have the money, she is looking for any and every excuse to not have to pay us for all the hard work we have done She has a professionaly installed roof which looks great and has passed inspection The clean up met, or exceeded my expectations and I ask the Revdex.com dismiss her complaint against our company We work very hard to maintain a good relationship with all of our customers There are some people that no matter what you do for them, they will never be pleased Ms [redacted] is just that All I can do is sincerely pray for Ms***, and hope her situation gets better I am very sorry that she feels the way she does about my company.Thank you for listening[redacted] - Executive Vice PresidentTo see before photos of Ms***'s property, please click this link: https://www.dropbox.com/sh/gu5sxzsifyufcft/AABnaOPc6PSL0n2EXY_EVZ8ua?dl=

Ms [redacted] did contract with us to replace her roof June 27th We were notified of an issue with the gutter not being attached properlyWe sent a technician out to correct the problemWe put the gutter back exactly how it was prior to the roof replacementWe let the customer know that it was initially installed incorrectly by her gutter technician but she wanted us leave it how it was initially configuredMs [redacted] called us back almost one year later stating she was having the same issueWe again reminded her it was installed incorrectly and we already fixed it twice as a courtesyYou can also see in the photos that her cable wires are helping hold down the gutter, which is not recommenedWe added additional caulking around her chimney to correct any leaking and the customer was satisfiedThe stucco on the home was damaged prior to the roof replacementWe have provided before and after photos of this areaWe let Ms [redacted] know that there was exisitng damage to the stucco and if we removed and replaced the old flashing in this area, further damage would occurWe are more than willing to correct the flashing, however, Ms [redacted] must sign a waiver of liabilty, as we will not be responsible for any further damage to the stuccoWith the current condition of the stucco it is not in the best interest to remove and replace the flashing and we advise against itWe are willing to work with the customer to come to a resolution

Dear Revdex.com and Potential Customers of Frisby Construction.This complaint was received by our company and thoroughly reviewed by both owners, and several staff members of our team I'm not sure there is much to say regarding this complaint other than tell everyone what occurred and how we tried
to reason with this customer This customer was very difficult to deal with from the beginning and despite explaining things to him several times, it was difficult to convey our messages to him However, we continued to work with this homeowner because we believe in treating everyone the way we wish to be treated ourselves This homeowner mentions he feels he paid for more siding than what was actually needed for his house Although our contract does in fact state "remove and replace square of siding", Mr*** believes that we only replaced square of siding We reviewed Mr***'s measurements and compared them to ours Our measurements were nearly identical, but what Mr*** was not accounting for was the all the cut pieces of siding on the gable that can not be reused without making the project look as if it were piece milled together (Something we would never do or approve of) Mr*** also failed to account for proper waste factor of 10% on top of this (This is standard industry practice and accounts for any additional cuts of full pieces of siding in order to get a clean cut finished product) Mr*** was taking the literal measurements of his home's gables and then trying to argue with us that he should not have to pay for anything in addition to what his exact measurements were It is important to note that if this were the case, we would have been short nearly square of siding doing it the correct way, or, if we only used the actual square of siding he is arguing, his project would have several pieces spanning each row, just to complete each row(It would have looked awful) Additionally, Mr*** asked us to match another well known Cincinnati Siding Contractor's quote, and in doing so we reviewed the quote prior to beginning the project It should be noted that even the other contractor had listed on their contract square of siding to be removed and replaced (more square then we had listed) If this is not enough, I would ask the Revdex.com and potential customers to review his contract in which Mr*** signed BEFORE beginning the project It can be viewed by visiting the following link * *** This contract states the total amount for the project in which he agreed to The total was $4,050.00, which is what Mr*** signed for and agreed to Mr*** also failed to take into consideration the underside of his front porch was to be included in these measurements (which he failed to take into consideration) In order to be transparent with Mr***, we even showed him the order form directly from our supplier: The supplier order form can be seen by visiting this link : *** - This order form shows that we did in fact order square of siding Additionally, in doing Mr***'s project, we actually were square short, which we had to order and did NOT charge Mr*** the extra In total we ordered square to properly do Mr***'s project.Mr*** refused to pay us several thousands of dollars for a very long time and demanded a meeting with the owner of the company This meeting was well documented and recorded for purposes of litigation which Mr*** threatened us with During the hour meeting in our office, we patiently explained how the siding was installed, ordered, and why we needed square of siding to complete his project We also explained to him that it's not as if we added cost to him later in the project without him knowingwe all agreed before hand that the price was based on the work we quoted We believe Mr*** was upset because he saw us return a box of J Channel which we purposely over order (so that we do not have to be on the job site and stop to go pick up material if we are short.) Mr*** thought this material should be his and actually took the box of j channel and hid it behind his house(We eventually located the siding for return, which we believe was the basis of his complaint.) After explaining to Mr*** that if he did not pay his balance of nearly $3,(for a disputed amount of less than half that, for which he was incorrect about in the first place and which he agreed to pay at the beginning of the project), that we would have to send his account to collections, he finally paid us He was not happy and stormed out of our office I'm not sure what else we could have done in order to make Mr*** happy, but short of doing over half the work for free, there was no compromise The extra amount he is speaking about is in relations to a signed additional work order which can be seen by going to this link * ***We ask the Revdex.com and our customers to please take into consideration that we spent a very long time with this customer and was overly transparent by allowing him to see our order forms, scope agreements and other in house documents, as well as taking several hours to explain how he was incorrect in his measurements, to dismiss this claim Also please remember, he had another estimate, which also stated square of siding (remove and replace), which he brought into us and allowed us to view in order to price match If anyone has further questions regarding this dispute, we would be happy to sit down and show you the work we did and how we actually came to the total measurement total which was listed on his contract prior to starting the job (In fact we were square short in his favor, which we ate and paid for before even knowing he was going to complain about the situation).We work very hard to please our customers, but there are just some that no matter what you say or do, they will not rationalize once they have something set in their mind We ask that you take our previous history in dealing with complaints into consideration before rendering any further judgement or negative thoughts about our company We do thousands of roof and siding jobs a year and we have less than 1/of 1% who complain about our services We respect our customers deeply and when they have a complaint, we typically go above and beyond the call of duty to care for them This customer unfortunately was being unreasonable in requesting a refund.If any additional information is needed, please feel free to inquiry within.Respectfully,Frisby Construction Family

Good Morning Revdex.com, & to our past, potential, and future customers,I would first like to start out by stating I am sorry this homeowner feels the way he does about our company, but I can certainly tell you there is far more to the story than what has been presented by Mr*** I would also
like to say that for every negative complaint a company gets, there are countless happy customers that do not necessary take the time to post their experiencesPlease take this into consideration before drawing a final conclusion about our company We do in fact care very deeply for our customers and in fact, without our clients, we would not be where we are to this day We consider ourselves very blessed and fortunate for all our customers who have supported our family owned company through the years Having said all this, I will now address the complaint at hand.Mr*** did in fact pay us $*** to repair a bad piece of plywood and shingles which caused active leaking into his mobile home Upon assessing the repair area, our company foreman, and company staff both advised him a repair is not going to be sufficient to prevent all the damage that was continuing to occur We informed Mr*** he desperately needed a new roof due to the horrible installation by the previous company We even specifically showed him the areas which were going to continue leaking after we fixed the area of concern we first spoke about together (When we fixed this area, the water stopped leaking here, but continued to another bad place in his roof, just as we predicted would happen, and told him would happen The only difference was, the new area of leaking was not in a critical place over their bath tub as the existing one was at the time.) Mr*** acknowledged this to be true and agreed to move forward with the scope of work, and said he would save his money to fix more of it later (We have documentation of this fact in multiple areas of our documentation) When we finished the scope of work agreed upon, both Mr*** and his wife, *** ***, were extraordinarily happy with our crew foreman, our staff, and our overall company professionalism So much so, they posted the following Revdex.com review on April 22, (Which can be seen by scrolling through our positive reviews) "We had to have some work done on our roof recently and called Frisby Construction to do the jobThey came right out, assessed the damage, and fully explained to us what needed to be doneEveryone we dealt with was extremely professionalThe gentlemen came out to do the repairs, knocked on the door and introduced himself, explained again what he would be doing and went to workWhen the job was finished he again knocked and explained fully to me what he did, what he encountered while he was on the roof and could see inside, and suggested some further repairs in the futureWe had had some shotty work done in the past and he was quick to notice and bring to our attention some serious issuesHe not only told us about the issues, but SHOWED us the problems as he found themThis is an honest company with honest employeesI was informed of everythingNot only was the job done right and done promptly, but my home was left in better condition than when they arrivedAll the debris from the job was removed and even vaccuumed upFrom beginning to end I was extremely satisfied and impressed with this company and would definitely recommend their work to everyone I know!This customer had a POSITIVE experience with this business.This customer WOULD recommend the business to a friend, family member, neighbor or colleague.by *** Mon 4/22/2015 | Submit a Customer ReviewWas this review helpful to you? YesNoperson found this review helpful ."After reading this review, it should be readily apparent that we did in fact perform the agreed upon scope of work to the best of our ability and tried our best to ensure our customer was happy, just like we try to do with all of our customers The issues began to arise after heavy rainfall months later, and the husband, Mr***, thought the new area of leaking should have been fixed at the initial time of the first scope I tried to explain to Mr*** that we discussed this very thing would happen, and that he needed a new roof (As shown in the photos attached) Mr*** called on a Monday and asked us to come back out to his home and look at his roof again He was told that he would be placed on our schedule and we would in fact send someone over to his home to go over the work and area of leaking again, even though we didn't even have to do this The same week, two days later, on Wednesday, Mr*** called our office and was BELLIGERENT towards my office staff So much so that he had the young lady shaking who took the phone call I immediately drove over to his home in an attempt to find out why he was talking to our staff as he was and to look at the areas he was complaining about I was upset when I went over to his home, but I maintained my professionalism to the best of my ability Mr*** demanded a refund and said we did an awful job Mind you, the review above was submitted, and the complaint to our office was over a month after we had already completed the initial scopeMy father, *** Frisby, Sralso stopped what he was doing to come over to Mr***'s home (We recorded this entire encounter for our own protection, and have a copy of the recording if needed) Mr*** refused to let my father on the roof and told us we needed to leave his property, that he was calling the news on us Mr*** appeared to be intoxicated at the time and I also smelled alcohol on his breathI am experienced in this field as I am also a police officer of years My father and I spent approximately minutes to an hour at his home without coming to a resolution, due to Mr***'s belligerent behavior The conversations ended, and this is where everything was left, until the complaint was filed.Here is a copy of our log with the ***'s(We keep the log of activity for all of our customers as their project progresses).2:PM 3/12/ *** drives past our office and would like to get an estimate for a repair to his roofHe has an active leak in the left rear corner, approx 4xfoot areaHe is available Monday, Wednesday or Thursday after 1:00pmI text ***, he is not available today, however he can do it on Monday (SS)2:PM 3/13/ I asked *** to contact *** and confirm the appointment for Monday March 16th after 1:00pm and we can call when we are on our way(SS)4:PM 3/19/ *** just called and said he called last week for someone to come out and look at his roof and he hasn't heard back from anyoneI apologized and let him know I would get his information over to someone so they would call and schedule with him right away(ML) 4:PM 3/19/Called customer and scheduled him next thursday btw 1:30-3:with ***, told him that I will call him Thursday morning to confirm the appt(AM)3/26/Met with Mr*** at his residence Assessed his issue He agreed to meet me at the office where he gave a $*** deposit for his repairHe signed a proposal and received a receipt for his depositWe need to address his issue soon that way he is not dealing with a leak anymore(TM)2:PM 3/27/ Rcvd deposit, updated JPC & BS & LS and submitted a PO Form into Production (SS)3:PM 3/30/ Assigned P.O#(SR)2:PM 4/1/ Texted *** and asked him to place contract/estimate in file I can't schedule if I don't know what it is(SR)1:PM 4/6/ Called because his roof repair isn't done and his roof is leaking and wants it done before the rain, said that it's been weeks and still nothingTold him that I will give *** a call and see what we can do(AM)4:PM 4/6/ Emailed online profile link(ML)4:PM 4/15/ Called Mr*** to let him know that we haven't forgotten about him and production has informed me that they are going to try and get out to him within the next weekI told him when they let me know when they are sending the foreman out I will call him to let him knowLMOM(ML)5:PM 4/17/ Had *** let customer know that his repair will be made tomorrow(SR)5:PM 4/20/ *** did do this repair over the weekend I let *** know(SR)3:PM 4/21/ Mr*** came in to pay his final balanceHe said *** was REALLY REALLY GOODHe said the people who roofed his roof didn't flash it right. *** told him he could fix it and Mr*** is willing to pay himBecause "*** IS AWESOME!" (ML)4:PM 4/21/Rcvd final check, processed as an echeck and emailed Mel a copyI scanned in the copy to the file and updated the JPC & BS & LS. SS)2:PM 5/5/ Asked *** to give *** a call and see what it was he was wanting *** to do at his property(SS)2:PM 5/5/ Spoke to ***He said *** was going to send *** out to do the touch up work on his flashing around the fireplace and vent stacks for free if he left a Revdex.com reviewHe said he wants *** back outHe is AWESOMEAlso would like a price on taking off and replacing vinyl siding3-piecesHe has the pieces and stuff to replace them just needs someone to do itI told him I would ask SS if *** can do that, I believe we have a per man hour rate that we may charge for labor work like that but I'm not sureHe said he would come right up and pay us afterward for it because he knows *** won't take moneyHe is available all day this Wednesday & ThursdayNext week he is available Monday, Wednesday & Thursday(ML) 11:AM 5/7/ Saved work order to file, assigned a #(SR)8:AM 5/14/ Emailed customer to let him know we have not forgotten about himI am waiting to hear from production on when we can send *** out and thanked him for his patience(ML)11:AM 6/2/Emailed Mr*** about financing a new roof because he needs one very badly(AM)4:PM 6/25/*** called about the financing estimate he receivedI explained it to him and he said that the shingles are fine and doesn't want a replacement but wants the inside drywall and ceiling repaired where the water had leaked downScheudled for Thursday July with ***(AM)1:PM 7/20/*** called and said that the plywood was not replaced and shingles were just put down and the water from rain yesterday poured in through the ceiling and damaged the wall in the bathroomI told him that I will talk to production and get *** right back out thereHe was extremely mean and rude to me*** overhead the conversation(AM)1:PM 7/20/I am heading out to speak with Mr*** in person (JF)9:AM 8/21/Mel advised me of a Revdex.com complaint She said he has called the news on usI told her I would handle it and respond to the review (JF)9:AM 8/21/i called *** and left a message for him to please return my call on my cell(dfsr)END OF LOG:I am not sure what this customer expects us to do at this point He needs a new roof He only paid $*** to do work to stop the leaking over his bathtub This work cost our company approximately $*** in labor and material We made a total of $*** profit on this job I believe this is a situation of where the customer is accusing us of "you touched it last, so it's your fault." If you look at our notes, you can see where we are being blamed for damage that had already occurred in his home prior to us even touching it As stated, in the following note, you can see Mr*** acknowledges the damages nearly a month in advance, before he complains that the damage is our fault.4:PM 6/25/2015 *** called about the financing estimate he receivedI explained it to him and he said that the shingles are fine and doesn't want a replacement but wants the inside drywall and ceiling repaired where the water had leaked down. Scheudled for Thursday July with ***(AM)1:PM 7/20/2015 *** called and said that the plywood was not replaced and shingles were just put down anded the wall in the the water from rain yesterday poured in through the ceiling and damaged bathroom. I told him that I will talk to production and get *** right back out thereHe was extremely mean and rude to me*** overhead the conversation(AM)I ask that the Revdex.com dismiss this complaint as we have done all we could for this customer We believe him to be irrational and trying to place blame on our company for something we did not do It is unfortunate that Mr*** would do this to us and put us in this position, but we try our best to do right by each and every one of our customers, including Mr*** We feel we have accomplished our goal of doing right by Mr*** We are sorry he does not see it the same way.Respectfully,*** FrisbyClick here to view all the files associated with Mr***'s project:

Business said a contract has been signed to resume wk in the spring when less impact to roof will occurIn cold weather it's prone to damage from shingles cracking

They didn't address the new holes that they put into our existing roof when they put plastic on itThey also didn't list adding flashing where the window meets the roof, removing nails left in woodwork around windows, window repair and monies due to damage caused to interior from negligence of leaving holes exposed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. For the record I don't do liesWhomever this response from Frisby is from states I would not "allow" them on my propertyBOLD FACE LIEI graciously allowed Dave Frisby on my property promptly at his requestHe also states he was dumbfounded by our issues and said he had no ideaWhen he looked at the less than stellar work they did he would say I'll do thisI would say what about thisHe would say oh I'll take care of that tooThen he actually told me my point of view from the angle I was standing was what caused several feet of shingles to look like they were laid improperlyFrisby roofing just sent an email with specifics on what they were going to fixI have yet to respond to the email however there is a few things that are of importance that are not includedI will gladly submit pics if that is something the Revdex.com would like to have
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Yes, I conducted business with this companySpecifically, they reroofed a home of ours at *** *** *** *** ***Specifically, overcharges of at least $refunded for decking replacement is requestedthank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** the repair was not fixed the leak is in same spot but now it leaks more than before they used a scrap piece of wood instead of in whole sheet and they but down no felt paper down there is ainch cap between the wood he did not make the wood flush with the old wood that and whit no felt paper down they why it still leaks now more than it it did before the fix for ***$ should have new lumber and felt paper very shotty work we gave them a good review the day after work because when I whent to pay for the work fredy the man who did the work said my flashing need fixed so when I paid *** frisby told me if I would give them a good reference on Revdex.com he would fix flashing for free that was a bribe witch if it would not have leaked I would give them a good reference on my own I told *** a few day after the work and I new it was leaking I said I would tell every one I know that need work to call frisby I whent to are park mgr and gave her *** buss card told her call them for any work they need done I pushed there name to every one I knew who need work done I love milford and I was trying to help a local company thats in milford I did not want any thing but a small leak fixed I am sorry its come to this I just feel the work is not done right I just want leak fix for the amont of money spent and supplies it should not leak I even has my own shingles so for hour of work ***$ with scrap wood and no felt paper what did the ***$ go for

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
In response to Frisby constructionThere response is completely unacceptable and full of informationThere response says I met with there foreman on the job site and it was discussed to leave the existing siding on the houseI have never meet their foreman before or after the jobI have only talked to him on the phoneI also did not know they left the existing siding on the house until their subcontractor had to come back out and fix faulting workAt this point when they were working on fixing their mistake I notice the old sidingI asked the worker why they did not remove the old siding and he said they were told to leave itI immediately called the foreman to inquire why the old siding was not removedhis response was he felt it was not necessary and it would help with the r-value of the houseThis may increase the r-valve a little but not enough to worry aboutNext Frisby has stated they have been in contact with me several time regarding this issueThey have never called me to resolve this I am the one who has always called them because they will not respondAs for there accusation of continuing to call and text the girls in the office and using an unprofessional tone with them is also a lieI called the office twice and was very nice to them. As far as the additional work they said they completed at no additional chargeThis work was suppose to be in the contract to begin with and their salesman neglected to include it into the contract like we discussedSo as far as I am concern they just did work that they were suppose to do in the first place.I did pay my bill promptly and on time with the understanding they would come back and fix their mistakesI did not know that they did not remove the old siding until after I paid the bill or I would have held back the 10%.This whole process has been a long and drawn out affair and Frisby has not lived up to their end of the contract or to their reputation for being a fair contractorIf Frisby really wants to settle this, all they have to do is call me with settlement terms and I'm sure we can put this to rest
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
My view on the matter has not change, but, my view has changed on the type of business Frisby purports to be is and the view that I have about the Revdex.com endorsing this type of business, certainly hasA sad state of affairs, I'm glad that I don't run my business that way.
Regards,
*** ***

Frisby Construction did complete a roof for the customer, as mentionedThis roof was multiple layers, stories, and an older homeDuring the event of the roof install the customer did experience some scratching on the deck and siding, as mentionedBrittany spoke with the customer and quickly
addressed all of the concernsShe sent a specialist out to take care of the issues The customer was happyFor the gutter guards, the contract states customer is to remove them because we can not be responsibleThe customer failed to remove the guards per the contractMs*** contacted us on November 8th for a leak on the 3rd floorFrisby responded immediately and was on-site within hoursThe leak was however coming from a chimney cap and the chimney itselfThere are multiple cracks in the chimney and the customer was notified of suchShe then agreed and said she was closing on her house tomorrow and still needed it paintedMs*** said we should still paint as a courtesy because its good business and it did not leak beforeI told her there would be no way possible to have someone out within hours to paintShe said if we did not do that for her she would post a bad review to the Revdex.comFrisby is not at fault for the leaking or the damage to the interiorThe customer also had reqested the roof be expedited due to closing on her houseFrisby accomidated her requst and has went above and beyond for this customer to know avail

Ms*** did contract with us to replace her roof June 27th We were notified of an issue with the gutter not being attached properlyWe sent a technician out to correct the problemWe put the gutter back exactly how it was prior to the roof replacementWe let the customer know that it
was initially installed incorrectly by her gutter technician but she wanted us leave it how it was initially configuredMs*** called us back almost one year later stating she was having the same issueWe again reminded her it was installed incorrectly and we already fixed it twice as a courtesyYou can also see in the photos that her cable wires are helping hold down the gutter, which is not recommenedWe added additional caulking around her chimney to correct any leaking and the customer was satisfiedThe stucco on the home was damaged prior to the roof replacementWe have provided before and after photos of this areaWe let Ms*** know that there was exisitng damage to the stucco and if we removed and replaced the old flashing in this area, further damage would occurWe are more than willing to correct the flashing, however, Ms*** must sign a waiver of liabilty, as we will not be responsible for any further damage to the stuccoWith the current condition of the stucco it is not in the best interest to remove and replace the flashing and we advise against itWe are willing to work with the customer to come to a resolution

Business has worked out the issues with the customer by honoring a refund of $1,and offering to correct landscapingCustomer said the landscaping was minor and had already been taken care ofCustomer agreed that contract was ok, he did not expect as much additional wood to be used

In response to the complaint filed by Ms***, it is my intent as the owner of this company, to diligently and thoroughly research the matter and attempt to determine the facts of each individual case I care deeply about every single customer that walks through my door,
so when I get a complaint from someone, I work as hard and objectively as humanly possible to either substantiate and rectify the i**ues, or disprove the allegations and attempt to reason with the customer making the complaint.There are times which my company does fall short of what I know to be high expectations, and when this occurs, I want to make sure my customer is acknowledged, treated as I would like to be treated myself, and work quickly to find a solution to help mitigate the frustration, or in some cases damages, for my homeowner My staff is well aware of the expectations and responsibilities I entrust them with Any time a customer has an i**ue, it immediately works its way through a chain of command, so that it may be properly addre**ed I require my workers to thoroughly document each and every conversation they have with my customers, so that when issues do arise, I may have a clear picture in order to make a good, sound decision, that is fair for all parties involved I consider myself a very fair and reasonable person, and I will never hesitate to admit when we fall short and I will always do the right thing to make the customer whole again and as happy as possible.I understand times are difficult right now in this economy and I know myself to be very blessed by the Lord, Christ Jesus Our family has been blessed many times over and it is very important to us to live like Christians, always remembering that we are to act with kindness and generosity to our fellow neighbors Knowing how blessed we are, my family wanted to find a way to help our fellow neighbors find a way, and a means, to repair or replace items on their home requiring attention We know that everyone deserves to have a good and sturdy roof over their head, among other things that help protect their dwellings, such as gutters and siding We also know not everyone has thousands and thousands of dollars to pay for these expenses when they come up It was this very reason our family wanted to find a way to help those in need Because not everyone can secure traditional financing, or credit cards, we thought to ourselves"what if we could SELF FINANCE these projects, with the many blessings our Lord has given to us." In order to do this, we knew we had to make the payments affordable for our customers, forgive any negative behavior shown in their credit history, and we also had to take courage knowing the Lord would protect us from wrong-doers who have it in their mind to utilize our service, then decide to not pay us back the money we have loaned them for their project In order for us to forgive past negative credit behavior, I told my staff not to even conduct a Credit Check I also will not charge interest to my customers, allowing every dollar paid toward their balance, to come right off their principal amount owed.So, in alone, we self funded nearly projects from many grateful families, which made the entire decision to spend our own money to help others worth it Nearly every single person showed a tremendous amount of gratitude and humbleness as we closed those deals and began scheduling these projects I will admit, not every project went as smoothly as we all hope for, but we always did our best to make things right and address i**ues as they came up My father started this company nearly years ago and never once had to advertise to keep his family provided for I still carry his same mind set to this very day, and it hurts me deeply to see any customer file a complaint on my company I spend a lot of time, energy, and money on putting systems in place for my customers who may have issues come up, so that they know we care about them and someone will always be here to fix it, or explain it to them Having said all of this, and now knowing how MUCH I genuinely care about my customers, I began digging into Ms***'s file for answers.Ms*** came to us on July 13, 2015, and was looking to have her roof replaced, among other things She was very interested about our financing, and was one of the main contributing factors for her coming to see us Now I believe that in order to be a successful company, two major things must occur for your customers Good Communication, and Complete TransparencyFor those of you who are reading this who are interested in seeing the timeline of events for Ms***, I encourage you to scroll towards the bottom of this explanation and look at our internal notes completed by my staff, each and every time they had a hand in Ms***'s project, regardless of how small it may beI have posted our complete interaction history with the public because transparency is the only way for an individual to draw a logical conclusion about a situation After I concluded my internal audit of Ms***'s file, and speaking with many individuals of my staff and crew, and from my own personal dealings with Ms***, I have found no wrong doing on the part of our company I will admit there may have been a bit of misunderstanding as it relates to the payment withdrawal's from Ms***, but even this is hard for me to grasp, because everything relating to our agreement with Ms*** is in writing, and signed or initialed by Ms*** herselfincluding the payment plan agreement (which is attached to this response).I conclude that my staff has followed the expectations and standards that my father and I have set in place, and although I am saddend to know Ms*** is frustrated with my company, there is little I can do to achieve her desired settlement of a refund I believe that we have gone out of our way to try and help Ms*** and her situation She desperately needed a roof on her house, and we were able to find a way to make it work with her budget. I believe Ms*** first became upset with my company when her first payment, in November of 2015, did not clear and was returned as Non Sufficient Funds (By her own admission she states this in her complaint) This is where I do agree there may have been some misunderstanding on whether or not her payment was to be taken out upon signing, or to wait until the scheduled due date of November, 5th Because we schedule projects in order of deposits recieved, and because of how much Ms*** was in need of a roof replacement, she had given permission to run the payment so that she may get on the schedule days sooner (I am aware she disputes this fact, but none the less, we still continued to work with her We waived all fees associated with this failed transaction, and despite entering into a year deal with Ms***, and her first payment failing even before starting her project, I chose to overlook it because I wanted to help Ms*** and her situation) Please remember, there are no banks funding us the money to complete her project I am literally taking the money out of my family's own pocket, and paying for the labor and material up front, leaving me vulnerable to a potential loss of thousands of dollars, on her project alonenot to mention the other deals we self funded Additionally, I allowed this transaction to proceed for Ms*** without even evaluating her credit.After this transaction failed, it is clear Ms*** was very upset with us and it never seemed to get any better from that point forward I openly apologize to Ms*** for this causing an overdraft to her account, but I believe we did everything we could to try and do what we thought was the right thing, at that time (That was to waive the fees we charge for NSF transactions, and to allow the financing of her project and not terminating the deal at this point before we even started) Quite frankly, this is the first time I have heard that she is still upset with us, by reading her Revdex.com complaint.Ms*** has also filed a complaint on us regarding the damage to the fence of her "hogs/pigs", which has allowed them to escape Although this is difficult to prove or disprove, we do have photographs of the property before we began and after we finished To the best of our knowledge, we did not do any damage to her fence Furthermore, her first complaint that her pigs were even loose was on December 2nd, Our crew finished her project on October 26th, So even if we DID damage her fence, which I find highly unlikely due to the fact that we have several jobs to do, and do not have time to horseplay and goof off on job sites, then why was there over a MONTH that had gone by and no mention of the fence had ever been brought to our attention.Although Ms*** has written some pretty strong allegations about our company, I think it's also important to note that her 2nd payment failed as well, showing Non Sufficient Funds (NSF) This occurred on December 9th, Despite the monthly failed payment of $for the second month in a row, I still continued to work with Ms*** and allowed her time to get cash together to settle the failed transaction By this time, we had done her entire roof, paid the labor, paid the material, and we have only collected $dollars from Ms***, spread out over months, both of which had failed payments Yet I still continue to work with her in a professional and non condescending manner On December 15th, when we called to ask *** *** about her second failed transaction, she was rude to my office girls and made the comment "I knew that's the only reason you were calling me" Yet again, I still waived her fees for her that we were charged by our bank.On top of all of this, despite us denying that we ever damaged her fence, I made the decision to have one of my crew go over to her house and fix her fence for her, at my expense This occurred on January 5th, Shortly after my crew arrived I recieved a phone call from my foreman that said Ms*** was rude with them and asked why they were there When he responded politely to her, she became even more rude and nasty and told them to get off her property, then told her daughter to close and lock the door Please keep in mind, at this time, no Revdex.com complaint was ever filedI was just doing what I thought was the right thing to do, even IF I didn't believe my company was at fault Sometimes it's better to bite your tongue and pay to have the i**ues addre**ed, EVEN IF you are 99.99999% sure the issue is either NON EXISTENT, or not our fault Even by trying to do this for Ms***, we were unable to find, or fix any damaged fence, before she demanded we left her property.When Ms*** then called about her drainage pipe, I told the girls that obviously nothing we are doing is going to please her Her complaints cooincidently come up right around the time her monthly payment is due I am not saying she is wrong, but nothing I have found has led me to believe my company is at fault here. In regards to her complaint about the urination on her property, I am not able to confirm or deny this happened I did speak with my crew and they told me they drove to a store like they always do if they need to use the restroom The adamently denied doing this and this is a violation of my expectations and standardsAlthough I can not determine who is telling the truth regarding this matter, I find it very hard to believe my guys would lie to me I know them all very well and they have worked for me a very long time I pay them well and they know my standards I am frustrated these allegations would be made publically against my company, especially if it's not true I do not tolerate this behavior from my crew.In conclusion, I am sorry I am not able to offer any solution sought by Ms*** It is not feasible for us to incur these cost, as we have already incurred many many many thousands of dollars in labor and material to complete her project If I knew, or had reason to know, that her allegations were credible, I would act without hesitation in providing Ms*** with her desired resolution Unfortunately, I do not think this to be fair to me and my company, and Ms***'s b**avior needs to stop It is getting out of control I will keep Ms*** in my prayers and hope she finds the peace to forgive my company of the anger she holds against us.Respectfully,*** *** - Executive Vice President------------------------------------------------------------------As stated above, I am pasting all of our notes with Ms***, from day of contact These notes are UNEDITED and remain in their ORIGINAL STATE._________________________________________CUSTOMER TRANSACTION AND NOTE HISTORY_________________________________________***Notes are in order of MOST RECENT CONTACT First and continue towards the INITIAL CONTACTat the bottom For a better understanding of flow, please start reading from the bottom, up to this text.--------------------------------------------------------------------- *** ***Feb 7:02Customer Filed Revdex.com ComplaintI reviewed entire file and began preparing a response for the Revdex.com to view as well as the public who may read the complaintI attempted to call Ms. *** in regards to her complaints, and the payment plan agreement form (PPA)No answer. Will submit the response to Revdex.com when finished. delete edit ***Feb 2:PMWe have a voided check in the customers file, but no payment plan agreement to go with it. Emailed the PPA with bank account info to Mrs***. *** ***Feb 1:PMCalled Ms*** to let her know what was going on and that we need a payment plan agreement with her signature to authorize the payment to come out of the checking. Otherwise it will come out of the same cc it is set up with now*** is preparing the documents and sending them over via emailLMOM after it rang forty times..... *** ***Feb 1:PMCalled Ms*** and spoke with her about getting the correct information for her payments. She said we had everything that we neededI told her I would check on it and give her a call back to let her know what was going on. *** ***Jan 10:AMCalled Ms*** and it just kept ringing and ringing. *** ***Jan 12:PM*** called for ***I told her he comes in later on Mondays and will be in within the next hourShe said she will try to call him back later. *** ***Jan 4:PMCalled Ms*** and told her we were trying to be proactive and get her credit card corrected before it comes out of the wrong account againWe didn't have the card on file to change it so we can't do anything about it until she calls backLMOM *** ***Jan 9:AMCalled Ms*** and told her we were trying to be proactive and get her credit card corrected before it comes out of the wrong account againWe didn't have the card on file to change it so we can't do anything about it until she calls backLMOM *** ***Jan 3:PMCalled Ms*** and told her we needed to update her cc information and that she needs to let us know what she wants to change it toSaid she could talk to anyone to get that taken care ofShe just had to give us a call backLMOM ***Jan 1:PMAsked *** if he would call *** for me and follow up about her updated Payment Plan AgreementHe said he would call her. ***Jan 11:AMCalled Ms*** about PPA and LMOMSent an email as well. ***Jan 11:AMEmailed PPA to Ms*** to fill out and sign and send back with her new checking account that she has requested to useHave not received anything back as of yetWill follow up. *** ***Jan 2:PMMs*** called and I spoke with her about a crew coming out Fridays ago and I told her we didn't send anyone out Fridays agoBut she said that her daughter asked them and they said they were there to fix her pig stall gate and if that was the case she would have liked to have been notifiedShe said she had it fixed the day the pigs got outShe told her daughter to tell them to leave and to lock the doorSo they leftShe was also not happy that the payment was proce**ed through her credit card and not her checking accountShe only wanted one payment proce**ed through the credit cardI told her it was an automatic payment proce** and if she didn't let us know that, then we wouldn't know to change itShe said she told the person that changed the credit card informationI told *** to change the method of payment and she said she would. ***Jan 11:AMJanuary payment proce**ed through PaysimpleUpdated JPC ***Jan 11:AMCustomer called and wanted to talk to ***Transferred the call. *** ***Dec 12:PMCalled Ms*** and asked her what was going onTold her to call me backLMOM *** ***Dec 4:PM*** called and said she wants to talk to ***I told her he has left for the dayHe is usually in btw 9am-4pmShe asked me to have him call her at 9am tomorrow thenSaid she is not too happy about that little episode Friday, somebody should have called firstI told her I will give him the me**age. *** ***Dec 2:PMEmailed ***:Ms***, We proce**ed your payment of $There is a 3% proce**ing feePlease refer to your Payment Plan Agreement (attached)We did however waive the $non-refundable fee for the returned payment on December 5th. If you would like us to continue to use the new card ending in 9909, please sign and date the attached 'New Payment Plan Agreement' and return by mail or emailThank you. *** ***Dec 2:PM*** replied to the PS payment and said she only authorized $I wrote and email and had *** send it, telling her that there is a 3% proce**ing fee, see attached Payment Plan AgreementI told her that we waived the $fee for her payment being returnedI created a New Payment Plan Agreement and saved to fileHad *** attach that alsoSo if *** wants to continue to use the new card, she must sign and date and return the updated form. *** ***Dec 11:AMI proce**ed the payment via PaySimpleI changed the credit card info in PaySimple and set up Recurring payments to be taken from the new cardI scanned in the Payment Auth Form and saved to fileI updated the JPC & BS & QB. ***Dec 11:AM*** called back and gave me card number to proce** her paymentsShe said she doesnt know why we are having i**ues with her cardShe also wants to know when she will hear back about the damage at her houseAlso when *** is going to mail the stuff over she said she wouldI told her I would check and let her know. ***Dec 9:AMCalled customer to follow up with her gutters and her failed paymentsShe said everything went fineThen I asked her about the paymentShe said she knows thats the only reason I calledShe will look into it and hung up on me. ***Dec 2:PMCalled customer to follow up on her gutter install and check on her failed payment to see if she stopped it on her accountLMOM ***Dec 2:PMCalled customer to let her know that we will be out saturday to do her guttersLMOM *** ***Dec 2:PMAsked ***t to email gutter scope to *** ***, they will squeeze this job in Saturday. *** ***Dec 9:AM*** called today and said she has been running the neighborhood chasing hogs for two hours because they figured out the fence was brokenNow they won't stay in the pen because they know they can get outShe said we need to have someone out there today to fix itThis is ridiculousI said I would talk with *** and see what we could do asap. *** ***Nov 1:PM*** called back today to speak with me and **We explained to her about how what occurred with our crew and our salesman was unacceptableAnd we would get to the bottom of it and see if we could come to some common ground*** has a list of things that she had i**ues withWe also explained that the picto she received in the mail was different material and a promotionDidn't tell her it was a cash price and she is financed because I wasn't 100% sure that the picto was a cash price. *** ***Nov 1:PMCalled *** FridayLMOM *** ***Nov 4:PM*** said that *** called again today, wanting to speak with an ownerI discu**ed the situation with *** and he told me to have *** call herI text *** and asked him to read the notes and then give her a call and let her know that he is in the family/an owner. ***Nov 2:PMCustomer called and wants the owner to call her ***Nov 10:AM*** called back in wanting to know about her guttersLet her know that her gutter scope has been sent to the gutter crew and we are waiting for them to schedule herApologized and let her know that we are trying to get all of our customers jobs done as quickly as po**ibleLet her know that she is not the only one waiting, we are very busy right now and we are trying our best to get these jobs done in a timely mannerShe said " I know it's not your fault, I just have had alot of i**ues already and am still waiting on a call back from management." Let her know that when they come in I will have them call herShe said ok Thank you. *** ***Nov 2:PMFound a voided check by itself in my box, I scanned it into the file. ***Nov 4:PMCustomer called in and wanted an update on her guttersI let her know that I do not have a date as of yet but as soon as I get an update from production we will call and let her know. She said if something isn't done by the end of the week she will go somewhere elseShe also went on to tell me about how the roof install ended up being a complete disaster and she is still waiting on something to be done about thatShe was getting very upset and she wanted to speak to a supervisorI let her know that I would get the me**age to my bo** when she comes in tomorrow morningShe just hung up on meI went ahead and text *** Scholl about the conversation. *** ***Nov 1:PM*** called asking when the gutters are going to be installedI asked SR and she said she has her on the schedule and is working on the schedule right now and I can let her know when she finishes later today. *** ***Nov 2:PMLien filed with Clermont County RecorderScanned in & saved to file receiptUpdated JPC. *** ***Nov 3:PMReceived November Payment - I gave the cash to *** and scanned in the Receipt of Cash as 'Cash Payment.2nd Installment ($179.00)I updated the JPC & BS & QB. ***Nov 2:PMCustomers daughter came in and paid $CASHI gave ** the money and receipt. *** ***Nov 2:PMApproved ***'s InvoiceUpdated JPCPayout 11/6/15 ***Nov 11:AMAdjusted paysimple to cancel November payment from being auto draftedCustomer is supposed to bring in cash TOMORROW for her November paymentAutodraft resumes December 5th. ***Nov 11:AMCustomer called and said the payment wouldn't clear she wanted to bring cash today, *** said as long its in tomorrow it would be fine*** changed pay simple Peggy ***Oct 1:PMApproved RSG InvoiceScanned to fileUpdated JPC. *** ***Oct 12:PMRoof completed yesterdayOne plywood replacedUpdated JPC. *** ***Oct 9:AMwent to ***s house to see what she was so upset about and she was mad that there were shingles in her yard (as we are doing the tear off) and that we ruined her daughters bday because we over drafted her account by taking a payment for her roof outshe told me there is nothing I can do for her and she will just have to deal with it *** ***Oct 10:AMRoof started today. *** ***Oct 9:AM*** called and said the crew showed up this morning and she has been dealing with *** and wants to speak to someone higher than himI asked her if she wanted to tell me what was going on she said she will just talk to the supervisorShe said something that was supposed to be good has just turned into one disaster after anotherI told her I will let them know as soon as I see them today. *** ***Oct 10:AMEmailed PDF notes to ***. ***Oct 10:AMCustomer called an asked how long after the roof do the gutters go onI told her we are looking at 3-weeksShe said this is just another disappointment and hung up. ***Oct 8:AMCalled customer to let her know the crew will not be roofing today, and possibly not tomorrow either, there is a high chance of rain tomorrow, We will keep her updated and let her know as soon as possibleLMOM *** ***Oct 4:PMCustomer called and wanted to know if crew was coming because she had to runI told her I would check with production and call her right backI asked SR, she said the crew headed over to *** about an hour agoShe said it's an easy roof so she doesn't see why they would not get finished tonight so she is next in line and they are estimating the crew will be out tomorrow however there is a 100% chance of rain tooI told her we will keep her updated. ***Oct 11:AMCustomer called in and wanted to know if her roof was still being done todayLet her know that the crew would be over later on today to install. *** ***Oct 12:PMEmailed roof order to RSG for drop first out Monday. *** ***Oct 12:PMCalled *** to let her know production is planning on dropping her material Monday and installing Monday, weather pendingConfirmed color is Atlantic BlueDrop material anywhereShe asked me if she could get a call back from someone, said she doesn't know the chain of command but she last spoke to the office managerI told her I will try and see what I can do for her. *** ***Oct 2:PMEmailed *** and told him that this needs fixed today. *** ***Oct 2:PM*** called and is very upset that her payment came out because her contract says due at signingThe payment form for the deposit was put in ** box, then passed to me for proce**ingIt was days after signing but days before her agreed upon dateShe is saying that *** told her not until Nov5thBrought this to ***'s attention because no where does it explicitly state the first payment is due on Nov5th*** told me to email ***. ***Oct 8:AM*** and I Went over notes about her paymentHer payment isn't supposed to come out to the 5th but it wasn't her payment that came out it was her depositI spoke to her and she said it was down and nothing was supposed to come out till November 5th per ***I told her I would get back with herShes livid. *** ***Oct 3:PMcalled and talked to *** to find out about her insurance and she didnt have any on the house at the time but now she does if she would have had insurance I could have gotten the whole thing bought because of severe hail damage9:AM 10/6/going to call *** today to find out if she can do insurance for her roof and she said that if she can she is going to finance windows (MP)5:PM 10/5/went to ***s house and took pics and walked roof she was there and I talked to her she has all kinds of hail damage and asked her if she wanted to put in a claim but her mom owns the house so she has to ask her (MP)5:PM 10/3/Deposit - Updated JPC & BSReviewed QB & Recurring Invoice (**)2:PM 10/1/Processed depositEmailed customer a receiptUpdated JPC and QB. Scanned in pymt auth form(AM)1:PM 10/1/Called *** to let her know we do not have a tentative date for her yet but I should within the next few weeksI told her it is possible we are looking at the end of October for an install but that is only a guess, it all depends on the weather and other unforeseen issues that may or may not ariseShe said ok and asked when her pymt come outI told her her pymt may take a few days to process but it should come out in a few days then her next pymt wouldn't be due until November 5thShe said ok(ML)5:PM 9/24/Assigned P.O.# (SR)4:PM 9/24/*** emailed me a sketch report for customerI saved to file(ML)12:PM 9/24/*** brought in folderI scanned in all docs and saved to fileSigned contract, what to expect, payment plan agreementI filled out a pymt auth form and put in ** mailbox to processSubmitted PO to production(ML)2:PM 9/22/*** just called to reschedule with ***We rescheduled for tomorrow at 3pmI added to ***'s google calendar(ML)9:AM 9/22/*** just called and said that she needs to cancel and reschedule because her son just had a seizure at school(AM)1:PM 9/21/Customer called in for ***Called and LM for *** to call her(**)9:AM 8/4/*** said leads dead he has followed up many timesShe will not return his calls(Bd)ADDED TO DEAD LEADS4:PM 7/22/Ms*** said everything is great she has been busy but will be emailing *** a list of questions that she has tomorrowI will give *** a heads up(TR)4:PM 7/13/Ms*** called interested in new guttersShe would also like someone to look at her roof* referralInterested in our financingAvailable Thursday afternoon this weekWe scheduled for 2pm on ThursdayI added to ***'s google calendar(ML) -------------------------------------------------------------BEGINNING OF CUSTOMER NOTES ABOVE -------------------------------------------------------------***FOR Revdex.com ADMINISTRATION***It is my opinion that Ms*** desperately needed her roof fixed, but lacked the financial means to do it I believe she took advantage of what we had to offer, but was frustrated with her own situation knowing she does not even have the $monthly payment that she agreed to (as evident by her two failed transactions) Knowing that she does not have the money, she is looking for any and every excuse to not have to pay us for all the hard work we have done She has a professionaly installed roof which looks great and has passed inspection The clean up met, or exceeded my expectations and I ask the Revdex.com dismiss her complaint against our company We work very hard to maintain a good relationship with all of our customers There are some people that no matter what you do for them, they will never be pleased Ms*** is just that All I can do is sincerely pray for Ms***, and hope her situation gets better I am very sorry that she feels the way she does about my company.Thank you for listening.*** *** - Executive Vice PresidentTo see before photos of Ms***'s property, please click this link: https://www.dropbox.com/sh/gu5sxzsifyufcft/AABnaOPc6PSL0n2EXY_EVZ8ua?dl=

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Customer called to state the business came to house to assess situation, filed a new proposal to do repairs, and will return in Spring when conditions are more suitable for repair.
Regards,
*** *** ***

Dear Mr& Mrs***, Revdex.com, & The Revdex.com Community, As always, we take our reputation very serious and we hate when customers feel so upset they feel the need to post their experiences on the internet I have reviewed the complaint made by the ***' family and have had a chance
to speak with our staff regarding the matter This job was one where our company agreed to do partial work on a piece of the ***' property, and was not contracted to do the entire roof replacement This is what makes these types of jobs so difficult and is one reason we try to steer clear of these types of agreements Inevitability there seems to always be an area that becomes unclear between the parties on whether or not that was "contracted work" This situation almost always turns into a "wellyou touched it last" situationso it must be your fault! The owner of our company, Dave Frisby, made contact with Ms*** when we first learned she was upsetand even tried to reason with her and her husband to come to an agreement on some sort of scope of work to fix the issues at hand, regardless of whose fault they were On many occasions we attempted to reason with Ms*** and the owner said he would just come out and fix the areas of concern she had, but Ms*** insisted those items be put in writing, and made it difficult for us to address the issues After several additional conversations back and forth, our company and Ms*** were finally able to temporarily agree to work things out We are aware the Revdex.com will likely be updated with Ms*** response on whether or not she is happy with the final results, but we are certainly trying to make her and her family happy We are not always perfect, but we always try to make things righteven if we don't think they are always our fault This was a nasty situation of "you touched it last" in our book, but the important take away here is that we are still willing to work with Ms*** to try and make her happy We hope her follow up Revdex.com response reflects the same! Respectfully, The Frisby Family