Carlson Enterprises, LLC

Revdex.com:
I received a nice phone call from[redacted], this morning. He said the letter was sent by mistake and he apologized. He agreed to take the check already received and close the account, or if I could raise the $5000 in their future, they would proceed with the roof job. This is an excellent solution, and I want to thank [redacted] for his kind consideration.I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We apologize for the communication break down, Our [redacted] should keep communications at all times.  [redacted] just tried to contact the customer to confirm the colors because there are 2 colors chosen, but received voicemail and left a message.  If we can confirm the colors, we can deliver...

materials on 11/04/16 and build the roof on 11/07/16 with weather permitting.  Thank you and again we apologize for the inconvenience and communication.

I would like to first state that our customers are our first priority including their satisfaction.  We carry a very good reputation and have done thousands of jobs in northeast florida without any complaint.  
 
This is a case of a bit of exageration and misinformation.  We...

were actually working on the framing on the new pitched roof at the time of a heavy downpour of rain which was not expected.  Our guys tried to cover the area the best they could but could not get it completely buttoned up in time.  Unfortunately water did intrude the home.  We do our very best not to have this happen, however accidents out of our control can and do happen from time to time.  This is a rare circumstance for our company.  I as the [redacted] of the company was at the home the very next morning and met with Mr. [redacted] and photgraped all the issues and began working to fix the problems immediately.
 
We have archived all the correspondance with the [redacted] family and I have met with Vince [redacted] twice personally.
 
We regret that this caused some discomfort and time issues.  We have been more than fair and expeditious in repairing their home including upgrades to most of the damaged areas at cost.  I have photo evidence of the condition prior to the water intrusion, after the water intrusion and after repairs and upgrades.  I feel anyone would see that we have done above and beyond in getting their home back in order.  We feel that the upgrades at cost are more than sufficient in helping with their disocmfort and time due to an accident.
 
We did the work in an efficient manner taking their ideas and wants into consideration and inspecting every possible area of intrusion, including areas we already knew were not damaged.  We still opened and reapired those areas for their peace of mind.
 
We  did our best with timing considering the extra work was not a preplanned scheduled project.
 
We have then received in return legal threats and complaints.  We have finished the work and plan to do a full cleanup to close this file.
 
We feel our upgrades at their request at cost is restitution enough for their inconvinience.
 
We hope that they like all our other clients/customers are happy with the finished product and work we put in.
 
My best,
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because:  This is not an exageration in any way, shape, or form.  I would love to see the before and after photos.  I agree that we requested that a drop ceiling be replaced with a standard knock down ceiling in the playroom.  This would be considered the only upgrade.  There was absolutely nothing wrong with my home (with exception of the ONE leak in the bedroom) before the contractors LEFT, yes, they LEFT my home for the day without securing it.  The communication with this company was great in the first 2 weeks after the incident, then it trailed off.  We too have all of the correspondence that was left unanswered for many days, if it were even answered.  While I agree that this is an unusual circirmstance in general, I believe that we should have been handled with much better customer service after week 2.  We were more than accommodating, forgiving, and patient.  As the weeks wore on, that patience and forgiviness has worn off.  I am appalled by your response Adolph.  You have not set foot in our house since the first week and have not lived in mess an chaos.  A little empathy goes a long way.
Regards,
[redacted]

Mr and Mrs. [redacted] have no evidence in the accusations being made.  This project is in legal process currently.  I would like to clear the accusations and add some information to this story.  Mr. [redacted] who is actually the customer we dealt with the most in this particular project....

 The project started and finished in accordance to state and county regulation passing all required inspections.  The materials are not inferior, they are actually upgraded custom color architectural shingles that were custom ordered.  The tires that are discussed here have been replaced by our company prior to one single dollar being delivered to our company.  Mr. [redacted] on multiple occasions has used obscene language and racist remarks in most of his communication with us.  This I would consider unprofessional behavior at the highest level.  We have sent repair personnel, [redacted] and even the ** of the company to his home. in which he kicked out of his home before allowing any opportunity to resolve any complaints.  The [redacted]'s were told over and over that we would prefer to have them as happy customers.  We sadly were unable to do this due to the extreme behavior of Mr. [redacted].  We have completed his job to the satisfaction of the state and county. We have completed thousands of homes with excellent service and communication.  We have archived emails and communications  where the [redacted]'s have misled us to believe at times they were going to pay and we have yet to see one single dollar on an approximately $24,000 project.  Attorneys are now handling this case as we have utilized all alternative options to clear this matter.My best,[redacted] Enterprises, LLC

Complaint: [redacted]
Trying to get someone from this company to call you and let you know something about your claim has been a horrible experience. I have called numerous times and left numerous messages on the phone at their business here in [redacted]. They had to do some firework damage that was not on the original claim , they assured me they would resubmit to the insurance company for the extra cost of the fireplace plus a new cap cost, haven't returned my call about that, they are supposed to do inside water damage which they were paid for in the insurance money, haven't called about that either, My insurance company was right when they tell you not to sign a thing that the homeowner should do the claims there selves. Once they get your check there in charge or so they think. This company has the worst customer relations. I would never use them or tell anyone else to because there bullies once the check is in hand.Finish the job, call me and tell me what is going on so we finish this and depart ways, did you refile for the fireplace money? never mind ill call and see if you did, the next time I see a [redacted] in my neighborhood begging to get on one of my neighbors roof I will surely warn them
Regards,
[redacted]

Complaint: 11130078
I am rejecting this response because: Was advised by my attonery to turn claim over to my insurance company, which I did.
Regards,
[redacted]

Complaint: [redacted]
There is a glitch of some sort in your web site that when I rejected the response it didn’t allow me to post my response. I have attached it below and will wait to hear from you further. I am rejecting this response because:Mr. [redacted] stated that we have no evidence, which is an untruth. I have photos of before and after, written estimates of what the cost should have been, I have evidence that [redacted] was to use 30# underlayment and used 15# falsifying materials used. I have text messages from employees of [redacted] supporting my statements and I have receipts for the monies I have paid for tire repair. Mr. [redacted] stated there were upgraded custom shingles which is a total untruth. Our home originally had architectural shingles in a color complimenting the home’s exterior. Their sales representative, [redacted], stated to me that they would apply the same type of shingle and I would be selecting the color at a later date from the initial meeting and he put a “filler” color just for paperwork to get the claim submitted. I was never allowed to pick a shingle color and what was actually installed was an unsatisfactory color as well as the underlayment specified was 30# felt underlayment and what was actually installed is 15# felt. The company did send someone who claimed to be the [redacted] of construction over who said they would repair the mangled and bent fascia and who went into our attic and stated he repaired the dryer vent they disconnected. We have confirmed that he lied about the dryer vent being reconnected and it still is as their crew left it, disconnected and a fire hazard. The fascia is still bent and mangled around the entire house and I have photos of before and after. This has been a most horrible experience and left my lovely home in a state of disrepair. They have billed my insurance company exorbitant amounts and left my home in an unsafe state. My husband is the most further from a racist that would ever be encountered. The salesman employed by [redacted] was a rude liar and totally matches the personalities of the owners. Please help us in stopping these scam artists from preying on other innocent people and from causing our insurance premiums to rise and leaving our properties in a shambles. [redacted]. [redacted]
Regards,
[redacted]

Complaint: 11751246
I am rejecting this response because: See attached.
Regards,
Armando Rivera

We apologize.  This was a miscommunication.  This issue has been resolved with Mrs. [redacted].

This matter is in the hands of our [redacted].  Third party reconciliation is not possible with these customers.Thank you[redacted]Carlson Enterprises, LLC

Revdex.com:
Although Carlson Enterprises, LLC proposed an adequate resolution to complaint ID [redacted], they have failed to carry out this resolution as promised.  For your reference, details of the offer I reviewed appear below.Company Message: Date Sent: 7/18/2016 2:46:32 PMWe went out and replaced the chimney flashing followed by a water test and had no further water intrusion.  The chimney siding still needs to be installed, but will not affect the integrity as far as being waterproof.  The siding has been scheduled to be installed, but has not been completed as of today.  Consumer Message: 7/27/2016, I request that this complaint be re-opened and the business contacted.Reference Revdex.com ID# [redacted] filed 6/30/2016 of my previous complaint to this. This still has NOT been resolved. [redacted] stated to me that [redacted], the siding professional could not do the job on Sat 25 June because [redacted] was injured. On 6 July [redacted] visited our home to take measurements and upon me asking if he was doing better from his injuries he stated "I was never injured", I was told by [redacted] to cancel my job at this site. [redacted] proceeded to gather his required info for supplies (which was SUPPOSED have been ordered and on hand prior to 24 June flashing installment) and that he would be out the next day on 7 July to complete the work. To this date there has been no person on our property and we still have an exposed chimney. Numerous messages to [redacted], [redacted] on status only to be left in the dark. Contact finally from [redacted] on Monday 25 July stating that the "siding guy" would be out on the 26th to complete the job. NOPE, didn't happen. Spoke to [redacted] on the phone regarding inability to coordinate and communicate a simple job task. [redacted] stated that the siding guy (company) was fired and the "new guy we met last week will be doing the job". I informed [redacted] that we met no such person and that we are tired of the LIES, Deceitfulness, and Excuses. Received a message from [redacted] this morning, 27 July that the "siding guys" would be here today to complete the job. It is now 3pm and still no siding guys in sight. Carlson Enterprises, [redacted] have allowed me to come to the 100% conclusion that they have zero customer service attributes, inability to complete contracted jobs, inability to schedule/coordinate jobs/tasks, and inability to communicate with customers, external agencies (siding guys) to complete a contracted job. This job requires completing siding around a chimney. A chimney that is approx 2 feet wide x 4 feet long x 4 feet tall. Why is this so difficult. Literally there has been more time spent lying and making excuses than actually performing the job task. We have screen captured and kept all text message correspondence, photos, and videos.If Carlson Enterprises cannot complete this job, then state so now and hire another company that can do so...under your own dime. Otherwise, FINISH the JOB!I request that this complaint be re-opened and the business contacted.
Regards,
[redacted]

We will get in touch with the customer to schedule a repair.  Thank you.

Company's response below:From: [redacted]>Date: Mon, Nov 28, 2016 at 2:20 PMSubject: Carlson Enterprises, LLC ([redacted])To: [redacted]Response: Mr. [redacted] is not a customer of ours and we have no contract with this individual.  The...

job he is referring to has been resolved and completed, which he is not the owner of the property.  Thank you and have a great day! Best Regards, [redacted]

Complaint: 11751246
I am rejecting this response because:The person in the contract is my [redacted] she is ** years old and dosnt speak english.And they know the person to contact is my self as they done in the past. Dont close this cause is not resolve.
Regards,
[redacted]

Company's response below: From: [redacted]>Date: Thu, Jan 8, 2015 at 9:35 AMSubject: Response from Carlson Enterprises, LLC on complaint of [redacted]To: [redacted] Good...

morning,          I ([redacted]) was out of Country on business and received this complaint a little late.  I will start off by saying we have tried to contact Mr. [redacted] in the past few days via phone with no response to date.  Our salesmen would not tell a customer what their deductible amount would be as we would not know.  Only the Homeowner and Insurance company would know the deductible that they have chosen.  This particular customer has a $5,000.00 deductible which he considered getting financed through us, but never proceeded to follow up with that route.  We have correspondence with his insurance company that they agree to fully replace Mr. [redacted] roof minus his deductible.  The contract the customer signed states that we will complete the project for the insurance proceeds plus the deductible.  It also states that the customer has 3 days to cancel the contract once it has been signed.  If we are able to get a full replacement, our contract states that any cancellation past the 3 days allotted will then cost $2,000 or 20% of the replacement cost for our services.  This is in place to protect our business from customers using our services and then try to shop around for a cheaper price to profit from the Insurance monies.  I do understand this is an elderly gentleman who is on a fixed income and we were trying to contact him to see if he still wanted to proceed with financing to get his roof replaced.  If Mr. [redacted] would like to just settle for what he is requesting in this complaint, then we will go ahead and release him from his contract for that amount.  Carlson Enterprises, LLC conducted proper procedures with this project, but will make this exception due to this Customer’s financial situation.  If this Customer would like to contact our Company to revisit the financing options we would be more than willing to assist Mr. [redacted] to the best of our ability.  Thank you.