Big Worm Motorsports

The complaint has been resolved.

This is my customer. As soon as I saw this complaint we reacted. John, the general manager drove to the home. We are trying to arrange a meeting as soon as possible. Please see the contract the customer signed....it stated plywood as needed....the installer that does my roofs installed the wood...

where he believed it was needed. This customer argued for plywood on the whole roof. I pulled off shingles and just did what he wanted even though I was told by my field rep. and forement it was not mandatory. As far as nails sticking out? I will see if I can figure out what that means when the manager gets back to me with a field report. I have attached the signed contract. This customer was upset this winter so not only did I re -do what he wanted, I did not ask him for the final payment of $3,215.00. We will continue to try to satisfy this client

This customer claimed that her son caught our men drinking on the job, at least in the vehicle during lunch.  I did not hesitate to not only take the men off the job but suspend them until I investigated the incident. The home owner claimed that they were drinking something in the truck at...

lunch time. The home owner screamed on the phone at me that she called the police on the installer. I investigated the issue and found my installer had a clean driving record and was not arrested during or after the incident. I was told he was questioned by police because his license plate was turned in. I know he was not arrested and charged that day. I still give the benefit of the doubt to my customer. The customer's son made that claim during the winter so I immediately replaced the crew and completed the job. I heard nothing from the customer until this Sunday the 26th of June when she emailed me and I immediately responded telling her I will follow up on Monday the 27th. My staff called that morning and set a service call. John, my General manager went out there on the same Monday because that same Monday I was made aware Ms. [redacted] complained with the Revdex.com. John reported back that the son of my customer came out of the home very upset and showed John where the son shot a BB hole into and through the siding. This seems to be the source of the complaint. The son believed there was no insulation behind the siding. John pulled the siding back and exposed the insulation that we DID install as agreed on. I ordered more material to fix the BB hole for free. I also had John go around the home and address any other issues the customer had. Once the material comes in I will schedule the FREE repair of the BB hole and do anything to make the customer happy for their home that they feel is sub par. I value my customers and understand this is their home and I will do my best to address these sensitive issues.I have attached the current order and the correspondence I had with my staff.

Please understandWe are going back and forth with the sizes of shutters. When we finished the job the customer did not want us to mess with the front door due to the fact there was a birds nest there. I was made aware the shutters that we ordered were not right so we ordered new ones. These are all special order shutters...that means they can take weeks too come in....sometimes 5 weeks. We accepted payment for the job but we asked the customer to hold back 500 dollars because we had to order and install the shutters. I still do not understand how this can be a better business complaint...the customer has not paid for the shutters or the installation of the shutters or the capping of the door. She is actually holding back more money than the cost of the final materials and labor. When the shutters came in they were wrong again, and again I did not ask for any payment.....Then I ordered more shutters and they came in, we called the customer and said that we will finish the last door and the shutters when my installer passes by on the way home...That installer has been fired because he drove past the customers house multiple times and left the shutters in the van. When we inventoried the van I found the shutters we called to install them and when we got there they were wrong again....the manufacture did not order what we asked for instead they duplicated the previous order. We still have not asked for payment. The shutters should be in today or tomorrow and my service technician will install them. My service technician, Tom,  has already completed the door casing and a few other issues and the shutters will be finally installed by Friday or Monday the 31st. I ordered her more shutters to see if they will make her happy. I am trying the best we can but between the manufacture messing up these special orders and my employee not doing his assigned service we have failed the customer as far as installing shutters is concerned. I will complete this to the customers satisfaction. I have also instructed my service tech. to give the customer $50.00 in gift cards to "cheese cake factory" restraint.  thank You  Andrew B[redacted]PresidentResidential Improvements Inc.

Please understandWe are going back and forth with the sizes of shutters. When we finished the job the customer did not want us to mess with the front door due to the fact there was a birds nest there. I was made aware the shutters that we ordered were not right so we ordered new ones. These are all...

special order shutters...that means they can take weeks too come in....sometimes 5 weeks. We accepted payment for the job but we asked the customer to hold back 500 dollars because we had to order and install the shutters. I still do not understand how this can be a better business complaint...the customer has not paid for the shutters or the installation of the shutters or the capping of the door. She is actually holding back more money than the cost of the final materials and labor. When the shutters came in they were wrong again, and again I did not ask for any payment.....Then I ordered more shutters and they came in, we called the customer and said that we will finish the last door and the shutters when my installer passes by on the way home...That installer has been fired because he drove past the customers house multiple times and left the shutters in the van. When we inventoried the van I found the shutters we called to install them and when we got there they were wrong again....the manufacture did not order what we asked for instead they duplicated the previous order. We still have not asked for payment. The shutters should be in today or tomorrow and my service technician will install them. My service technician, Tom,  has already completed the door casing and a few other issues and the shutters will be finally installed by Friday or Monday the 31st. I ordered her more shutters to see if they will make her happy. I am trying the best we can but between the manufacture messing up these special orders and my employee not doing his assigned service we have failed the customer as far as installing shutters is concerned. I will complete this to the customers satisfaction. I have also instructed my service tech. to give the customer $50.00 in gift cards to "cheese cake factory" restraint.  thank You  Andrew B[redacted]PresidentResidential Improvements Inc.

Please be aware that Mr. [redacted] contracted to side his home. We showed him the price to remove the stucco and he refused that price. See the attached contract it is for siding and firing out the stucco only. We told him another option is firing out the exterior...

walls and applying wood slats (firing) and nailing siding to the wood. He agreed to that price of 14,860.00 siding only. Paul is my field representative that priced the job and told the [redacted], very clearly, that this job was not going to include tearing off the existing stucco.      We went to the Albany building code enforcement office and his home was in a historical area. We went over all of the details with the building office and we detailed how we were firing out over the stucco. Ultimately we were approved for the job and notified the [redacted]. Please understand that in order to get approval sometimes the Historical office wants the over hang to be updated along with the siding so I told my field manager to express to the [redacted] that they could get the overhang done at cost if they wanted to. The window caps and build outs were included so I have no idea why Mr. [redacted] would accuse my employees of making him buy something we were already contracted to do. Sometimes, during the final inspection by the city inspector, the inspector may want additional items done for aesthetic reasons and I just wanted the [redacted] to rest assure if that happened I would not make them pay retail. Usually, if additional work was needed the [redacted] would be given a time frame to get it done. The [redacted] had white siding on part of the home that had no permit associated with it and the city could have had them remove it. I only wanted to ensure the [redacted] that if something arose, we were there, set up and could just get anything extra, required by the city, done at cost. I am sorry Mr. [redacted] keeps accusing us of hard selling him but I assure you we only were trying to upgrade and insulate their home. He wanted the siding and during the application process the siding vinyl siding on the front of his home was put on illegally and I just wanted to convey, that we follow all historical rules and regulations.Based on the claim the [redacted] are saying that we were forcing them to buy or trying to force them to buy $1,500.00 worth of trim just not make sense and is totally not fair.Just based on the 200-230 linear feet of soffit and fascia they were not contracted to do with us at $1,500.00 that would be the cost of my material only. If they were quoted the price of only $1,500.00 it only makes sense that they were being given a material cost if that issue arose from the inspection process with the City officials. The sale price on that soffit and fascia job is approximately $3,200.00.  I pay my employees $5.00 a foot to install the material on the soffit and fascia that does not include material costs. My installers may have asked to just do the soffit and fascia for the [redacted] based on the fact that they have pride in their work and they know what a good price it was for the [redacted] so why not do it if the owner (me Andrew Branley) is basically giving you free labor to do it, the new siding would look a lot better with new trim. As soon as he said no the installer did not badger them. I would like to address the rest of the issues in Mr. [redacted]'s letter as best I can: The only reason my first crew left the job was that they reported back to me that Mr. [redacted] verbally abused them multiple times, most of the reason. I was told, was because of the way the material was delivered. Let me explain...we had no instructions from the [redacted] so we were just doing what we normally do when we do these city houses...they are so close to each other. The [redacted] have a front yard about 10 feet from the city side walk and it was nearly impossible to drop the material, we were not able to use the neighbors yard either and there was about 2-3 feet of snow. My driver tried the driveway but that was an obvious problem for the [redacted]. As soon as we knew there were preferences where to put the material we moved it. The [redacted] have a tricky yard based on the fact there is approx. 24 inches on one side and 36 inches on the other side of their home. I was excited to see the transformation. I did not think he would be so enraged, I was stunned that he was so angry at my crew so I made the decision to swap out the installers. I just wanted the customer to feel comfortable with the people doing work on the home.After we sent a new crew the installation started, and my head installer (35 years doing siding) told me the stucco was so moldy, brittle, and old it was not really going to be in the customers best interest to go over it. I had my general manager call Mr. [redacted] and express to him that we could just take off the stucco for free if he would just cover the expense of the clean fill. The cost would be approx. $1,000. We originally asked for basic labor and carting for $2,500.00 but he refused to pay the labor. We did tell him we clearly did not contract to rip all off his stucco but rather than fixing the small section we tried to fir out (once we drove a nail the stucco crumbled) and leaving I, the owner just wanted to fix his house. That stucco was a hazard, the fasteners were all rusted and it was just a matter of time before sheets of it would crash down on un suspecting children or family members...I could not just walk away. Mr. [redacted] agreed to pay $1,000.00 in dump fees (which I never received) We continued to work and yes the job took longer than expected based on the change in work scope. The homes are so close in that area it was a long slow, messy, heavy slog taking all of that stucco, mold and chicken wire off of his home. Once it was removed we sprayed the wood with mold killer and I was amazed at the amount of moisture that stucco was holding against his framing and structure. We checked all areas for rot and fixed what was needed. This whole tome there were a few snow storms and other weather problems. The job was ultimately completed in record time based on the huge work scope. We removed and discarded over 15 tons of rusted chicken wire and concrete stucco. None of the stucco was salvageable and the dumpster company can be contacted to verify the tonnage removed....It was all removed and disposed of for free. The job was complete and, George, my lead installer told Mr. [redacted] if any issue arise just call. He did call and he had some issues after the snow melted and we addressed them all. George went out on the first sunny Saturday and did the final clean up. The only item left is the stained glass widow Mr. [redacted] said we broke. I ordered new stained glass to match and it will be installed during our regular expedited service schedule. In the end I feel as though I gave the [redacted] a safe, insulated upgraded maintenance free upgraded home. There was some lack of communication but we make Mr. [redacted] and his concerns a priority and all of his issues are addressed at 100% level. One issue is stained glass replacement that will be done once it is received in my office.Based on this complete misunderstanding I am willing to let the [redacted] keep the $1,000.00 they still have outstanding.