Dear Revdex.com, You have requested a follow up to our initial response to this complaint Here is what we are doing as a company to try and help The *** family during their time of frustration As we mentioned before, we are not admitting fault as we do not believe this to be caused by our company, but for sake of not arguing the matter any longer and trying to make the *** family happy with uswe are going to do the following for them:We are going to wrap the wood trim to cover the step flashing we installed.We are going to install new flashing and shingles at the base of the roof as we see fit and neededWe will remove and replace the lower rows of shingles on the front to ensure they align properlyWe will straighten the ridge caps as we see fit and neededWe will also remove and replace any broken and or missing shingles that we come across.Please remember, this contract was not for a full roof replacement and only called for a partial area to be done We want Mr& Mrs*** to be happy and our owner has agreed to do this stuff for them free of charge, as well as waive the initial invoice which was sent that originally caused Ms*** to get upset, as stated in her initial complaint So at the conclusion of this situation, Ms*** will have the above work completed in addition to the original contracted work, as well as have the outstanding balance on her account removed There will be no charge for the work stated in our response.We feel we are going well above and beyond the call of duty by doing this and we hope the Revdex.com can see our genuine concern for wanting to make this customer happy We are sorry it had to come as a result of negative feedback, but in our defense, our owner, David Frisby, did try and do these things for The *** family before, but she did not want us on her property It was only after she got an invoice that she posted the negative reviewso please take this fact into consideration before rendering a final decision for or against our company We are trying to do the right thing regardless of cost or fault in the matter
Dear Revdex.com, and potential future customers of our company, As the owner of this company, I take the reviews I receive very serious Bad service for my customers is something I absolutely will not tolerate with my staff, and everyone here knows and understands my expectations when dealing
with my customers It literally hurts my heart to hear when customers are upset with my company because it makes me feel like there is something I could have done, or should have done differently to try and keep a negative review out of our company's profile My family has been doing this work for over years and we only got to this point from dealing honestly and fairly with our customers Our customers are the essential backbone to any businessand to upset your customer purposely is business failure Having said all of this, I looked deeply into Ms***'s file to get answers to her complaint Here is my conclusion of how I think my staff handled this matter. When I first read this review from Ms***, my immediate response was to check our internal note system to see who she had been dealing withAs soon as I started reading the notes, it quickly became apparent to me of why this situation went sideways Before I start with my explanation, I must add that we DID IN FACT DO WORK on Ms***'s property Her siding had blown off the side of her home and we quickly responded to her need for assistance, purchased a tarp, and secured the damage so no water could enter her homewhich would obviously create additional damage We have documented proof which can be seen by visiting this link: *** I began reading the notes and saw how much work we put in for Ms*** Ms*** claims she "signed a form to allow us to give her an estimate" This is not true We provide FREE ESTIMATES to everyone and would never ask a customer to sign just to receive an estimate That is not how we do business and we caution anyone who deals with a contractor making them sign something just to get an estimate to steer clear of that company Due to the damage caused to Ms***'s home from the wind storm back in Spring of 2016, we offered a suggestion of filing a homeowner's claim, because we felt this damage was extensive enough to warrant a full replacement of siding on her home From the notes and speaking with my staff, she was ecstatic about the possibility of getting insurance to pay for this siding We have extensive knowledge and experience dealing with the insurance companies and our knowledge and experience is something we utilize to help cover claims that may other wise be denied had the homeowner dealt with everything on their ownIn this particular case, Ms*** had initially requested an estimate from us It was OUR COMPANY who informed her about the insurance possibly being responsible for this damage It was at this point, we asked her if she would like us to work on her behalf to help advocate for her on how to file the initial claim, how to deal with the insurance filing process, meeting with the adjuster, as well as following through with ensuring she was given everything she was entitled to from her insurance company This involves an immense amount of time and resources from our company, so we gave Ms*** the optionshe could either have us provide her an estimate and she would be free to choose whatever company she wantedor she could sign a CONTINGENCY FORM (as seen and signed right here: *** ** This contingency form is a promise and guarantee that if we spend all the time helping file the claim, meeting with the adjuster, writing the estimate, coming to mutual terms with the insurance company and/or arguing with the insurance company for coverage in a denial situation, then we would in turn be promised the work for the agreed upon insurance proceeds We have this form in place (like 99% of other contracting companies) for this exact reason We can not afford to utilize our time, experience, expertise, knowledge, along with all our network of contacts, just to have a homeowner take the insurance proceeds and put the money in their pocketor hire their uncle bob to do the work for a cheaper price This is actually considered Insurance Fraud There is State and Federal law that CLEARLY STATES that a homeowner SHALL NOT PROFIT from a homeowner claim In this particular case, the insurance company WAS giving our company a hard time and not wanting to pay for replacement of Ms***'s siding We have countless documented hours showing the measures we took in order to finally get an approval from the insurance company to re do the siding on her home. This process unfortunately took months to completeand rememberbecause we have this agreement in placewe have not charged a penny to Ms*** We know that we will be paid once the insurance company finally cuts the check and the work is completed Ms*** never gave us that opportunity though We spent months of hard work, AS WELL AS MONEY, TIME, GAS, RESOURCES, and LOST OPPORTUNITIES from other potential clients, because we were helping Ms*** We made sure her home was water tight, and kept her updated through the entire process After we FINALLY got insurance to agree to fund the replacement, Ms*** suddenly became unavailable and stopped communicating with us This is a very frustrating feeling as a contractor when you know how many hours you have into a project, and you get this sinking feeling that the homeowner is trying to take their money and profit from their loss We began emailing Ms*** Ms*** was opening our emails but was refusing to respond Despite all of thisdespite the contract form signeddespite the work we had put into her housedespite all the hours I spent for my staff to help her outI WAS STILL willing to work with hereven though she had breached her side of our agreement and was taking the money we worked hard for. When I knew Ms*** had chosen a friend to do the work, despite the prearranged contract (which was NOT an estimate it was a guarantee that if we do all this hard work, we will be guaranteed the job if its approvedif it wasn't approved, she was obligated to NOTHING It was literally a win-win for her), I was frustrated to say the least Even though I was frustrated, and technically could have pursued our contractual agreement through courtsI was willing to peacefully part ways with Ms*** and let her go her own way I offered to settle the matter with her for $ This was a VERY VERY GENEROUS offer considering the incredible amount of time and resources put forth in her project Ms*** refused to answer usShe refused to give us any acknowledgement whatsoever It was only about a week after we filed a lien on the property for the work we did complete, did Ms*** post this negative review. In conclusion, the point of this story isI WANT MY CUSTOMERS HAPPY Make no mistake about itwe work EVERY SINGLE DAY helping people ANY WAY we can so that they have a pleasant experience with usit's the reason we have so many positive reviews here! We ALWAYS try to treat other people how we wish to be treated ourselvesbut unfortunatelythere are some people who you can never pleasewho will always want something for freewho are completely unreasonable by their very nature We respectfully prefer not to work with these type of people to begin with We love dealing with pleasant, loving, understandable people as our customers No one wants to be walked overincluding us There comes a point in time where you have to stand up to the people in life who truly are doing you wrong If anyone wants to see any additional documents regarding this complaint, we will be happy to share everything with you (except private customer information of course). I hope whoever is reading this looks at the facts provided in our response I ask the Revdex.com to dismiss this complaint based on facts submitted Please remember, we started this fight FOR Ms*** on May 10th, she was given a payout by her insurance company which we worked forwe have received NOTHING in return for our work, or services renderedand it is now December 19th, It was only after we took this measure that we were finally able to get a response from Ms*** I'm sorry it's not the response she was hoping for, but we can not work for freeI'm sure everyone can understand this concept. Respectfully, The Frisby Family
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 beI signed a contract with Frisby on 6/27/to have a new roof installed, included in the contract was language that the satellite dish that was on the roof prior to them installing the new roof was to be completely removedFrisby's roofers left that satellite dish hanging by the wires off the roof.Frisby's response also says that they informed me that my gutters were incorrectly installed prior to their doing the job, that is not trueThere was nothing wrong with my gutters prior to them tearing off the old shingles The roof wasn't installed until 9/7/16(began) and 9/8/16(finished)I started contacting Frisby regarding my gutters waving in the air on 9/8/They finally sent out Kody H*** to reattach my gutters since I refused to pay the last part of their pay until they were reattachedHe came on 9/16/16. I noticed during the next rain that a couple weeks laterI kept calling Frisby until they finally sen out Ken G***,Claim Specialist, according to his business card on 11/10/to line the gutters up properlyI paid for a service and expected it to be done properly not to cause more problems, as a Senior on a fixed income it is really hard to accept unscrupulous business peopleFrisby, from my experience cared more about getting paid than making sure that their employees did the job properlyI have never as a customer, been treated the way Sarah(don't know her last name) has spoken to me
Regards,
*** ***
[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.
Regards,
*** ***
I am writing in response to customer *** ***'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*** 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*** 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*** 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 Revdex.com & The Revdex.com Community,The complaint generated by this customer is a very difficult one for our family to understand becausewe have done absolutely everything in our power to make this customer happyIf you stick around andread this entire response, you will soon learn the measures and
great lengths we took to give thiscustomer what they wanted, plus moreBy the time you finish reading our response, you will see thatour company paid over $80,of our own hard earned money to improve and fix things on theirhouse after a severe and unexpected storm blew through the area while we were replacing their roof.You will learn everything exactly as it happened and what we have done as a company in response tothe situationWhen mother nature decides to wreck havoc on a town, there will never be any winners.Before we get into details, we would like the Revdex.com to know that our company still has not been paid forany of the work we did to the ***'s houseWe will supply countless before, during, and afterphotographs to support our claims of how hard we worked and the above and beyond measures we tookto try and make this customer happyIt is our opinion this customer is trying to utilize their slanderousremarks to try and negotiate a “settlement” down the road for the money they KNOW they owe us.I will begin by sayingif you read our entire Revdex.com profile, take into consideration the volume of workour company has been blessed to have, combine this with all the positive reviews we have earned, andthen compare these facts to the very few negative reviews reported on our company, I am confident youwill find WE ALWAYS go the extra mile for our customers, regardless of who we believe to be in theright or wrongSometimes it's okay to be right yet swallow your pride and do what you have to do tomake a customer happyIt's just very unfortunate when you do this and the customer is still hell benton trying to tear you downOur attorney has recommended we do not respond to this complaint untilthe outcome of the case has been decided, but as a company owner who is proud of our reputation, Ifind it impossible to have this review lodged against my company and not be allowed to respondSoagainst the advice of legal counsel, here is our official company response to this unfair complaint.Here are the facts of the caseMy company first signed an agreement with *** and *** ***on May 24, This agreement became a final contract agreement to do a full roof tear off andreplacement for the agreed upon amount of $11,We worked direct with the ***'s insurancecompany to help them get a new roof paid for completely by their insurance company due to previousstorm damageWhen the ***'s initially called our company, they were only seeking an estimate andthought this would be an out of pocket expense which they would have to incurOur expertise andknowledge helped guide them down the path of a covered insurance claim, saving them over tenthousand dollars.On July 8th, the ***'s roof was scheduled for installationOur company made the propernotifications to the ***'s by calling the night before to remind them we would be on site thefollowing day to start the projectOn the morning of July 8th, 2016, our crew arrived on the job siteand began tearing off the roof as soon as they got on site and set upOur material had not yet arrivedfrom our supplier yet, which caused concern for *** *** leading her to call our officesThiswas an understandable concern and we reassured her the material was on its wayA short time later,the material did in fact arrive on the job site as we planned and scheduled.Later in the morning and into the afternoon hours, we were made aware of an impending weather cellthat was building just southwest of the ***'s job siteNon forecast storms are common in this areaof the country and considering we were in the heat of the summer, the first week of July, meant anincreased chance of mother nature's unpredictabilityHaving been in the roofing industry over 30 years, we always make sure we are prepared for situations such as these by having tarps on the job site.On this particular day, we had about a minute notice of the strong storm that was approaching, soour crew quickly began to 'dry the roof in'After the tarps were securely fastened, our crews worked tostage more material so as to get back to work as soon as the rain passed over the job siteIt isimportant to mention, there were no known storms or bad weather forecast for the area we wereworking in on this dayBy the time the storm arrived at the ***'s house, we had recorded windgusts which exceeded miles per hourThese winds ripped our tarps clean from the roof, and we dideverything in our power to try and secure the tarps on the roof to prevent any damage to the ***'shomeUnfortunately, this was a futile effort and the rain poured down heavily for minutes or more,right into The ***'s homeThere was absolute no doubt that their home was being destroyed by allthe rain, including their personal belongings inside.As the company owner, I am a very compassionate personI am a very strong and proud Christian andI am never afraid to admit when I am wrong or when I make a mistake, but The Lord knows, this wasnot a situation I intended to do or cause for the ***sI was absolutely devastated for the ***'s...literally heart broken for themI immediately called *** *** and made personal contact with him.*** was very upset, angry, and understandably, emotionalHe told me he had already filed a claimwith his insurance company, and wanted us to leave the job site right then and thereTrying tounderstand ***'s emotions, I politely told him that we needed to have the opportunity to fix all of thisfor him and I gave him words of encouragement that we are not going to leave him and his familystrandedI knew they were in emotional shock at what was happening to their house as water literallypoured through their ceilings and light fixtures.On this day, I pulled every single resource I had in my company to help with this projectThere wereapproximately people who dealt directly, or indirectly with this situation to try and get the ***'sin a state of reassurance that everything would ultimately be okayI called the insurance company withmy organization and initiated a claim almost immediately, on that same dayI wanted there to be nodelay in getting things taken care of for the ***'sI knew this was going to be a long road for themand everyone at my company felt awful this had happened to themThe next thing we did was arrangefor the ***'s to have a nice hotel they could try and relax in while we dealt with the situationWepaid for all of this of course, and helped the ***'s at every turn we possibly couldWe even went asfar as relocating them to another hotel of their choice because they were not happy with the HolidayInnWe let the *** family know that we would handle absolutely everything cost wise, and for themto rest assured they wouldn't have to pay a dime for anything, so long as they kept accurate records andreceipts(We needed to ensure we adhered to insurance company reimbursement guidelines so wecould have all their unanticipated expenses compensated for)What happens next is what has our company so lost for words*** *** stated that she “wouldbe damned if we were going to make money off our mistake by filing a claim with our insurancecompany”Please keep in mind we are a fully insured company with a very good communityreputationWe pay extremely high premiums to protect our company from situations just like this.This is often times the difference between hiring contractors with insurance and contractors withoutinsuranceYou want to be sure you have someone who is protected should the unthinkable happen.Little did we know, *** and *** *** would actually lie to the Insurance company and theOhio Department of Insurance by telling them we did not have tarps in place before the rain arrived attheir houseThe ***'s response was provided to us by the Ohio Department of Insurance and theInsurance Company themselvesThis was absolutely not the case, and we have photographs to provewe had their home dribefore the strong winds ripped our tarps offIt was only after the*** of their home was complete did we learn this information. Even though we did not know the ***'s were going to lie to the insurance company because theywere so upset with our company, we continued to pour our resources into putting their home backtogetherWe ripped out and replaced almost every room in their house with brand new products.Every single room was painted, insulation replaced, molding and trim removed and replaced with brandnewthe list goes on and onOur company incurred a loss of approximately $80,which has stillnot been reimbursed to us by the insurance companyThis amount would have been reimbursed by theinsurance company had the ***s not told them inaccurate information on how the events of the dayunfolded.During the course of completely renovating their home, we made sure we had a hotel lined up for the*** family*** stated he and his wife were going through some personal issues and they did notwant to stay together, so he insisted on staying at his house, which made renovating the house a veryvery difficult taskIt is one thing to have a curious homeowner who is respectful of the factconstruction is not always the cleanest environment, but it's another to have a homeowner, who mindyou we have paid to have stay in a hotel, be rude and disrespectful to our crewsAnyone who is inconstruction knows it is a very difficult task to renovate a project with a homeowner constantlydemanding and harassing the crewsThis was never an issue we pressed though because we respectedthe nature of the situation and tried to be mindful of what *** and *** were already goingthroughIt was so bad with *** however, we had some workers who refused to work on this project.We always found a way to get through it and not make any deal of it as we continued pressing onwardto get the project finished.After we finally completed the entire put back of their home, *** and *** then presented ourcompany with a list of their expenses which they requested reimbursement forAs promised, this wassomething our company never contested, and even reminded them on several occasions to make surethey saved all of their receiptsThe reimbursement request was as follows:Mileage Reimbursement = $1,Bedding Reimbursement = $Pillow Reimbursement = $Hardware Reimbrusement = $Lighting Reimbursement = $Bathroom Heat Lamp Reimbursement = $Fast Food Reimbursement = $Totes Reimbursement = $Poly for floors Reimbursement = $Rugs Reimbursement (2) = $153.70TOTAL REIMBURSEMENT REQUEST = $4,249.56A copy of this handwritten reimbursement request from *** *** can be see by clicking this link:***0*** and *** *** continue to state on social media outlets and via email that our companyowes this money to themOn the surface, they are absolutely correctThis was never in question andabsolutely an agreement I made with them on more than one occasion throughout this ordealTheproblem comes in when we look at what the ***'s have as an outstanding invoice on their accountfrom the initial roof contract we had with the ***sThe ***'s refused to pay us the balance on the roof when all of this happened, and still withheld the balance to this day even after we completelyrenovated their homeWe understand they were put through a situation that no one would ever want togo through in their life, but at what point is our company no longer the “evil people” they refer to usas? (They even used these words, that we were evil) Remember, our company initially had an$11,contract for the roofing project, which we completedTo date, our company has onlyreceived a $payment in April, before the project startedand another payment for$2,prior to the start of the roofing projectThis payment was an insurance check deposit toorder the materials and start the projectThe ***'s currently have an outstanding balance on the roofproject in the amount of $8,Absent the fact the ***'s maliciously lied to the insurancecompany because they did not feel we were entitled to compensation to renovate their house from thedamage, and assuming we paid their requested expenses of $4,out of our own pocket since theyhave caused the insurance company to deny our claimat least for now....the ***'s would STILLOWE us the balance of what they have from the original roof insurance check, which we fought to getthem to begin withThis new balance would be $4,A copy of the initial contract for the roofscope can be viewed by clicking here:***Furthermore, we recently learned *** *** may have received an additional insurance check fromhis own homeowner's insurance company from when he called to file a claim on the day of the damage.This is when I had to tell Mr*** he had to give us an opportunity to fix the issue before he couldjust “throw us off the job” like he wanted in the first placeA company by the name of *** responded to Mr***'s initial call for service, which is now an unpaid bill in an amountgreater than $3,000.00, which *** *** insists we pay on his behalfOur company never called*** *** and we told Mr*** we are not responsible if he tries to take ***ers into hisown hands without giving us the opportunity to address the issuesMr*** did not cancel *** even though I told him he should, therefore we are not responsible for this billWe toldMr*** that we had the capabilities to fix the issues and mitigate any water damage through ourcompanyThis conversation was recorded and will be made available as neededMr*** agreed atthe time, and acknowledged we should have the opportunity to address the issues firstThis too is onrecording.Our company has done right by *** and *** ***We were respectful, polite, professional,courtesy, diligent, and truthful 100% of the timeWe fixed ALL of the damage to their home, and thensomeOur photographs will show how much work we put into their homeBy viewing the beforephotos and after photos, which can be seen here, we think anyone of sound and reasonable judgmentwill draw the conclusion that our company worked hard to leave the ***'s house BETTER thanbefore we even got there the first time: You can view those before and after photos by clicking here:BEFORE PICTURES:***AFTER PICTURES:***In conclusion, we ask the Revdex.com dismiss this complaintWe feel the primary reason the ***'s continue to push this issue is to attempt to bribe us into a settlement agreement of the money they knowthey still owe usWe had an uncontrollable weather event that could have happened to anyone whoowns a roofing companyWe did absolutely everything ethically and professionally, despite the issueswe went through with these difficult homeownersWe left their house better than we found itTheyowe us a substantial amount of moneyLastly, they know the Ohio Department of Insurance isinvolved and investigating this as well as our attorneysI'm sorry this happened to them, but we havegone above and beyond the call to make this rightNot only do they keep bad mouthing us to everyonline outlet, slandering our company at every turn, they also owe us a substantial amount of moneywhich they refuse to payIf they were so concerned about us owing them $4,grand, while theyowe us over $grand, then at the very least, why wouldn't they pay us $4,to settle the undisputedbalance? If we were to pay the ***'s their requested balance of $4,249.56, then our company wouldnot only be out the over $grand they currently owe us, but would make the grand total in excess of$12,This makes no sense and we ask you to consider all the evidence, our current standingwith the Revdex.com community, and our continued willingness to fight these types of complaintsprofessionally and respectfully, despite how much it hurts us to see our name falsely ran into thegroundThese people are doing more than taking advantage of a situationthey're committingcriminal and civil offenses in our opinion and we are actively pursuing the ***er.Respectfully,The Frisby Family
Dear Revdex.com, You have requested a follow up to our initial response to this complaint Here is what we are doing as a company to try and help The *** family during their time of frustration As we mentioned before, we are not admitting fault as we do not believe this to be caused by our company, but for sake of not arguing the matter any longer and trying to make the *** family happy with uswe are going to do the following for them:We are going to wrap the wood trim to cover the step flashing we installed.We are going to install new flashing and shingles at the base of the roof as we see fit and neededWe will remove and replace the lower rows of shingles on the front to ensure they align properlyWe will straighten the ridge caps as we see fit and neededWe will also remove and replace any broken and or missing shingles that we come across.Please remember, this contract was not for a full roof replacement and only called for a partial area to be done We want Mr& Mrs*** to be happy and our owner has agreed to do this stuff for them free of charge, as well as waive the initial invoice which was sent that originally caused Ms*** to get upset, as stated in her initial complaint So at the conclusion of this situation, Ms*** will have the above work completed in addition to the original contracted work, as well as have the outstanding balance on her account removed There will be no charge for the work stated in our response.We feel we are going well above and beyond the call of duty by doing this and we hope the Revdex.com can see our genuine concern for wanting to make this customer happy We are sorry it had to come as a result of negative feedback, but in our defense, our owner, David Frisby, did try and do these things for The *** family before, but she did not want us on her property It was only after she got an invoice that she posted the negative reviewso please take this fact into consideration before rendering a final decision for or against our company We are trying to do the right thing regardless of cost or fault in the matter
Dear Revdex.com, and potential future customers of our company, As the owner of this company, I take the reviews I receive very serious Bad service for my customers is something I absolutely will not tolerate with my staff, and everyone here knows and understands my expectations when dealing
with my customers It literally hurts my heart to hear when customers are upset with my company because it makes me feel like there is something I could have done, or should have done differently to try and keep a negative review out of our company's profile My family has been doing this work for over years and we only got to this point from dealing honestly and fairly with our customers Our customers are the essential backbone to any businessand to upset your customer purposely is business failure Having said all of this, I looked deeply into Ms***'s file to get answers to her complaint Here is my conclusion of how I think my staff handled this matter. When I first read this review from Ms***, my immediate response was to check our internal note system to see who she had been dealing withAs soon as I started reading the notes, it quickly became apparent to me of why this situation went sideways Before I start with my explanation, I must add that we DID IN FACT DO WORK on Ms***'s property Her siding had blown off the side of her home and we quickly responded to her need for assistance, purchased a tarp, and secured the damage so no water could enter her homewhich would obviously create additional damage We have documented proof which can be seen by visiting this link: *** I began reading the notes and saw how much work we put in for Ms*** Ms*** claims she "signed a form to allow us to give her an estimate" This is not true We provide FREE ESTIMATES to everyone and would never ask a customer to sign just to receive an estimate That is not how we do business and we caution anyone who deals with a contractor making them sign something just to get an estimate to steer clear of that company Due to the damage caused to Ms***'s home from the wind storm back in Spring of 2016, we offered a suggestion of filing a homeowner's claim, because we felt this damage was extensive enough to warrant a full replacement of siding on her home From the notes and speaking with my staff, she was ecstatic about the possibility of getting insurance to pay for this siding We have extensive knowledge and experience dealing with the insurance companies and our knowledge and experience is something we utilize to help cover claims that may other wise be denied had the homeowner dealt with everything on their ownIn this particular case, Ms*** had initially requested an estimate from us It was OUR COMPANY who informed her about the insurance possibly being responsible for this damage It was at this point, we asked her if she would like us to work on her behalf to help advocate for her on how to file the initial claim, how to deal with the insurance filing process, meeting with the adjuster, as well as following through with ensuring she was given everything she was entitled to from her insurance company This involves an immense amount of time and resources from our company, so we gave Ms*** the optionshe could either have us provide her an estimate and she would be free to choose whatever company she wantedor she could sign a CONTINGENCY FORM (as seen and signed right here: *** ** This contingency form is a promise and guarantee that if we spend all the time helping file the claim, meeting with the adjuster, writing the estimate, coming to mutual terms with the insurance company and/or arguing with the insurance company for coverage in a denial situation, then we would in turn be promised the work for the agreed upon insurance proceeds We have this form in place (like 99% of other contracting companies) for this exact reason We can not afford to utilize our time, experience, expertise, knowledge, along with all our network of contacts, just to have a homeowner take the insurance proceeds and put the money in their pocketor hire their uncle bob to do the work for a cheaper price This is actually considered Insurance Fraud There is State and Federal law that CLEARLY STATES that a homeowner SHALL NOT PROFIT from a homeowner claim In this particular case, the insurance company WAS giving our company a hard time and not wanting to pay for replacement of Ms***'s siding We have countless documented hours showing the measures we took in order to finally get an approval from the insurance company to re do the siding on her home. This process unfortunately took months to completeand rememberbecause we have this agreement in placewe have not charged a penny to Ms*** We know that we will be paid once the insurance company finally cuts the check and the work is completed Ms*** never gave us that opportunity though We spent months of hard work, AS WELL AS MONEY, TIME, GAS, RESOURCES, and LOST OPPORTUNITIES from other potential clients, because we were helping Ms*** We made sure her home was water tight, and kept her updated through the entire process After we FINALLY got insurance to agree to fund the replacement, Ms*** suddenly became unavailable and stopped communicating with us This is a very frustrating feeling as a contractor when you know how many hours you have into a project, and you get this sinking feeling that the homeowner is trying to take their money and profit from their loss We began emailing Ms*** Ms*** was opening our emails but was refusing to respond Despite all of thisdespite the contract form signeddespite the work we had put into her housedespite all the hours I spent for my staff to help her outI WAS STILL willing to work with hereven though she had breached her side of our agreement and was taking the money we worked hard for. When I knew Ms*** had chosen a friend to do the work, despite the prearranged contract (which was NOT an estimate it was a guarantee that if we do all this hard work, we will be guaranteed the job if its approvedif it wasn't approved, she was obligated to NOTHING It was literally a win-win for her), I was frustrated to say the least Even though I was frustrated, and technically could have pursued our contractual agreement through courtsI was willing to peacefully part ways with Ms*** and let her go her own way I offered to settle the matter with her for $ This was a VERY VERY GENEROUS offer considering the incredible amount of time and resources put forth in her project Ms*** refused to answer usShe refused to give us any acknowledgement whatsoever It was only about a week after we filed a lien on the property for the work we did complete, did Ms*** post this negative review. In conclusion, the point of this story isI WANT MY CUSTOMERS HAPPY Make no mistake about itwe work EVERY SINGLE DAY helping people ANY WAY we can so that they have a pleasant experience with usit's the reason we have so many positive reviews here! We ALWAYS try to treat other people how we wish to be treated ourselvesbut unfortunatelythere are some people who you can never pleasewho will always want something for freewho are completely unreasonable by their very nature We respectfully prefer not to work with these type of people to begin with We love dealing with pleasant, loving, understandable people as our customers No one wants to be walked overincluding us There comes a point in time where you have to stand up to the people in life who truly are doing you wrong If anyone wants to see any additional documents regarding this complaint, we will be happy to share everything with you (except private customer information of course). I hope whoever is reading this looks at the facts provided in our response I ask the Revdex.com to dismiss this complaint based on facts submitted Please remember, we started this fight FOR Ms*** on May 10th, she was given a payout by her insurance company which we worked forwe have received NOTHING in return for our work, or services renderedand it is now December 19th, It was only after we took this measure that we were finally able to get a response from Ms*** I'm sorry it's not the response she was hoping for, but we can not work for freeI'm sure everyone can understand this concept. Respectfully, The Frisby Family
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 beI signed a contract with Frisby on 6/27/to have a new roof installed, included in the contract was language that the satellite dish that was on the roof prior to them installing the new roof was to be completely removedFrisby's roofers left that satellite dish hanging by the wires off the roof.Frisby's response also says that they informed me that my gutters were incorrectly installed prior to their doing the job, that is not trueThere was nothing wrong with my gutters prior to them tearing off the old shingles The roof wasn't installed until 9/7/16(began) and 9/8/16(finished)I started contacting Frisby regarding my gutters waving in the air on 9/8/They finally sent out Kody H*** to reattach my gutters since I refused to pay the last part of their pay until they were reattachedHe came on 9/16/16. I noticed during the next rain that a couple weeks laterI kept calling Frisby until they finally sen out Ken G***,Claim Specialist, according to his business card on 11/10/to line the gutters up properlyI paid for a service and expected it to be done properly not to cause more problems, as a Senior on a fixed income it is really hard to accept unscrupulous business peopleFrisby, from my experience cared more about getting paid than making sure that their employees did the job properlyI have never as a customer, been treated the way Sarah(don't know her last name) has spoken to me
Regards,
*** ***
[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.
Regards,
*** ***
I am writing in response to customer *** ***'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*** 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*** 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*** 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 Revdex.com & The Revdex.com Community,The complaint generated by this customer is a very difficult one for our family to understand becausewe have done absolutely everything in our power to make this customer happyIf you stick around andread this entire response, you will soon learn the measures and
great lengths we took to give thiscustomer what they wanted, plus moreBy the time you finish reading our response, you will see thatour company paid over $80,of our own hard earned money to improve and fix things on theirhouse after a severe and unexpected storm blew through the area while we were replacing their roof.You will learn everything exactly as it happened and what we have done as a company in response tothe situationWhen mother nature decides to wreck havoc on a town, there will never be any winners.Before we get into details, we would like the Revdex.com to know that our company still has not been paid forany of the work we did to the ***'s houseWe will supply countless before, during, and afterphotographs to support our claims of how hard we worked and the above and beyond measures we tookto try and make this customer happyIt is our opinion this customer is trying to utilize their slanderousremarks to try and negotiate a “settlement” down the road for the money they KNOW they owe us.I will begin by sayingif you read our entire Revdex.com profile, take into consideration the volume of workour company has been blessed to have, combine this with all the positive reviews we have earned, andthen compare these facts to the very few negative reviews reported on our company, I am confident youwill find WE ALWAYS go the extra mile for our customers, regardless of who we believe to be in theright or wrongSometimes it's okay to be right yet swallow your pride and do what you have to do tomake a customer happyIt's just very unfortunate when you do this and the customer is still hell benton trying to tear you downOur attorney has recommended we do not respond to this complaint untilthe outcome of the case has been decided, but as a company owner who is proud of our reputation, Ifind it impossible to have this review lodged against my company and not be allowed to respondSoagainst the advice of legal counsel, here is our official company response to this unfair complaint.Here are the facts of the caseMy company first signed an agreement with *** and *** ***on May 24, This agreement became a final contract agreement to do a full roof tear off andreplacement for the agreed upon amount of $11,We worked direct with the ***'s insurancecompany to help them get a new roof paid for completely by their insurance company due to previousstorm damageWhen the ***'s initially called our company, they were only seeking an estimate andthought this would be an out of pocket expense which they would have to incurOur expertise andknowledge helped guide them down the path of a covered insurance claim, saving them over tenthousand dollars.On July 8th, the ***'s roof was scheduled for installationOur company made the propernotifications to the ***'s by calling the night before to remind them we would be on site thefollowing day to start the projectOn the morning of July 8th, 2016, our crew arrived on the job siteand began tearing off the roof as soon as they got on site and set upOur material had not yet arrivedfrom our supplier yet, which caused concern for *** *** leading her to call our officesThiswas an understandable concern and we reassured her the material was on its wayA short time later,the material did in fact arrive on the job site as we planned and scheduled.Later in the morning and into the afternoon hours, we were made aware of an impending weather cellthat was building just southwest of the ***'s job siteNon forecast storms are common in this areaof the country and considering we were in the heat of the summer, the first week of July, meant anincreased chance of mother nature's unpredictabilityHaving been in the roofing industry over 30 years, we always make sure we are prepared for situations such as these by having tarps on the job site.On this particular day, we had about a minute notice of the strong storm that was approaching, soour crew quickly began to 'dry the roof in'After the tarps were securely fastened, our crews worked tostage more material so as to get back to work as soon as the rain passed over the job siteIt isimportant to mention, there were no known storms or bad weather forecast for the area we wereworking in on this dayBy the time the storm arrived at the ***'s house, we had recorded windgusts which exceeded miles per hourThese winds ripped our tarps clean from the roof, and we dideverything in our power to try and secure the tarps on the roof to prevent any damage to the ***'shomeUnfortunately, this was a futile effort and the rain poured down heavily for minutes or more,right into The ***'s homeThere was absolute no doubt that their home was being destroyed by allthe rain, including their personal belongings inside.As the company owner, I am a very compassionate personI am a very strong and proud Christian andI am never afraid to admit when I am wrong or when I make a mistake, but The Lord knows, this wasnot a situation I intended to do or cause for the ***sI was absolutely devastated for the ***'s...literally heart broken for themI immediately called *** *** and made personal contact with him.*** was very upset, angry, and understandably, emotionalHe told me he had already filed a claimwith his insurance company, and wanted us to leave the job site right then and thereTrying tounderstand ***'s emotions, I politely told him that we needed to have the opportunity to fix all of thisfor him and I gave him words of encouragement that we are not going to leave him and his familystrandedI knew they were in emotional shock at what was happening to their house as water literallypoured through their ceilings and light fixtures.On this day, I pulled every single resource I had in my company to help with this projectThere wereapproximately people who dealt directly, or indirectly with this situation to try and get the ***'sin a state of reassurance that everything would ultimately be okayI called the insurance company withmy organization and initiated a claim almost immediately, on that same dayI wanted there to be nodelay in getting things taken care of for the ***'sI knew this was going to be a long road for themand everyone at my company felt awful this had happened to themThe next thing we did was arrangefor the ***'s to have a nice hotel they could try and relax in while we dealt with the situationWepaid for all of this of course, and helped the ***'s at every turn we possibly couldWe even went asfar as relocating them to another hotel of their choice because they were not happy with the HolidayInnWe let the *** family know that we would handle absolutely everything cost wise, and for themto rest assured they wouldn't have to pay a dime for anything, so long as they kept accurate records andreceipts(We needed to ensure we adhered to insurance company reimbursement guidelines so wecould have all their unanticipated expenses compensated for)What happens next is what has our company so lost for words*** *** stated that she “wouldbe damned if we were going to make money off our mistake by filing a claim with our insurancecompany”Please keep in mind we are a fully insured company with a very good communityreputationWe pay extremely high premiums to protect our company from situations just like this.This is often times the difference between hiring contractors with insurance and contractors withoutinsuranceYou want to be sure you have someone who is protected should the unthinkable happen.Little did we know, *** and *** *** would actually lie to the Insurance company and theOhio Department of Insurance by telling them we did not have tarps in place before the rain arrived attheir houseThe ***'s response was provided to us by the Ohio Department of Insurance and theInsurance Company themselvesThis was absolutely not the case, and we have photographs to provewe had their home dribefore the strong winds ripped our tarps offIt was only after the*** of their home was complete did we learn this information. Even though we did not know the ***'s were going to lie to the insurance company because theywere so upset with our company, we continued to pour our resources into putting their home backtogetherWe ripped out and replaced almost every room in their house with brand new products.Every single room was painted, insulation replaced, molding and trim removed and replaced with brandnewthe list goes on and onOur company incurred a loss of approximately $80,which has stillnot been reimbursed to us by the insurance companyThis amount would have been reimbursed by theinsurance company had the ***s not told them inaccurate information on how the events of the dayunfolded.During the course of completely renovating their home, we made sure we had a hotel lined up for the*** family*** stated he and his wife were going through some personal issues and they did notwant to stay together, so he insisted on staying at his house, which made renovating the house a veryvery difficult taskIt is one thing to have a curious homeowner who is respectful of the factconstruction is not always the cleanest environment, but it's another to have a homeowner, who mindyou we have paid to have stay in a hotel, be rude and disrespectful to our crewsAnyone who is inconstruction knows it is a very difficult task to renovate a project with a homeowner constantlydemanding and harassing the crewsThis was never an issue we pressed though because we respectedthe nature of the situation and tried to be mindful of what *** and *** were already goingthroughIt was so bad with *** however, we had some workers who refused to work on this project.We always found a way to get through it and not make any deal of it as we continued pressing onwardto get the project finished.After we finally completed the entire put back of their home, *** and *** then presented ourcompany with a list of their expenses which they requested reimbursement forAs promised, this wassomething our company never contested, and even reminded them on several occasions to make surethey saved all of their receiptsThe reimbursement request was as follows:Mileage Reimbursement = $1,Bedding Reimbursement = $Pillow Reimbursement = $Hardware Reimbrusement = $Lighting Reimbursement = $Bathroom Heat Lamp Reimbursement = $Fast Food Reimbursement = $Totes Reimbursement = $Poly for floors Reimbursement = $Rugs Reimbursement (2) = $153.70TOTAL REIMBURSEMENT REQUEST = $4,249.56A copy of this handwritten reimbursement request from *** *** can be see by clicking this link:***0*** and *** *** continue to state on social media outlets and via email that our companyowes this money to themOn the surface, they are absolutely correctThis was never in question andabsolutely an agreement I made with them on more than one occasion throughout this ordealTheproblem comes in when we look at what the ***'s have as an outstanding invoice on their accountfrom the initial roof contract we had with the ***sThe ***'s refused to pay us the balance on the roof when all of this happened, and still withheld the balance to this day even after we completelyrenovated their homeWe understand they were put through a situation that no one would ever want togo through in their life, but at what point is our company no longer the “evil people” they refer to usas? (They even used these words, that we were evil) Remember, our company initially had an$11,contract for the roofing project, which we completedTo date, our company has onlyreceived a $payment in April, before the project startedand another payment for$2,prior to the start of the roofing projectThis payment was an insurance check deposit toorder the materials and start the projectThe ***'s currently have an outstanding balance on the roofproject in the amount of $8,Absent the fact the ***'s maliciously lied to the insurancecompany because they did not feel we were entitled to compensation to renovate their house from thedamage, and assuming we paid their requested expenses of $4,out of our own pocket since theyhave caused the insurance company to deny our claimat least for now....the ***'s would STILLOWE us the balance of what they have from the original roof insurance check, which we fought to getthem to begin withThis new balance would be $4,A copy of the initial contract for the roofscope can be viewed by clicking here:***Furthermore, we recently learned *** *** may have received an additional insurance check fromhis own homeowner's insurance company from when he called to file a claim on the day of the damage.This is when I had to tell Mr*** he had to give us an opportunity to fix the issue before he couldjust “throw us off the job” like he wanted in the first placeA company by the name of *** responded to Mr***'s initial call for service, which is now an unpaid bill in an amountgreater than $3,000.00, which *** *** insists we pay on his behalfOur company never called*** *** and we told Mr*** we are not responsible if he tries to take ***ers into hisown hands without giving us the opportunity to address the issuesMr*** did not cancel *** even though I told him he should, therefore we are not responsible for this billWe toldMr*** that we had the capabilities to fix the issues and mitigate any water damage through ourcompanyThis conversation was recorded and will be made available as neededMr*** agreed atthe time, and acknowledged we should have the opportunity to address the issues firstThis too is onrecording.Our company has done right by *** and *** ***We were respectful, polite, professional,courtesy, diligent, and truthful 100% of the timeWe fixed ALL of the damage to their home, and thensomeOur photographs will show how much work we put into their homeBy viewing the beforephotos and after photos, which can be seen here, we think anyone of sound and reasonable judgmentwill draw the conclusion that our company worked hard to leave the ***'s house BETTER thanbefore we even got there the first time: You can view those before and after photos by clicking here:BEFORE PICTURES:***AFTER PICTURES:***In conclusion, we ask the Revdex.com dismiss this complaintWe feel the primary reason the ***'s continue to push this issue is to attempt to bribe us into a settlement agreement of the money they knowthey still owe usWe had an uncontrollable weather event that could have happened to anyone whoowns a roofing companyWe did absolutely everything ethically and professionally, despite the issueswe went through with these difficult homeownersWe left their house better than we found itTheyowe us a substantial amount of moneyLastly, they know the Ohio Department of Insurance isinvolved and investigating this as well as our attorneysI'm sorry this happened to them, but we havegone above and beyond the call to make this rightNot only do they keep bad mouthing us to everyonline outlet, slandering our company at every turn, they also owe us a substantial amount of moneywhich they refuse to payIf they were so concerned about us owing them $4,grand, while theyowe us over $grand, then at the very least, why wouldn't they pay us $4,to settle the undisputedbalance? If we were to pay the ***'s their requested balance of $4,249.56, then our company wouldnot only be out the over $grand they currently owe us, but would make the grand total in excess of$12,This makes no sense and we ask you to consider all the evidence, our current standingwith the Revdex.com community, and our continued willingness to fight these types of complaintsprofessionally and respectfully, despite how much it hurts us to see our name falsely ran into thegroundThese people are doing more than taking advantage of a situationthey're committingcriminal and civil offenses in our opinion and we are actively pursuing the ***er.Respectfully,The Frisby Family