Carrara of Greater Columbus

From: Ethan S [redacted] [mailto: [redacted] ] Sent: Friday, February 17, 1:PMTo: [redacted] Cc: ***; [redacted] ***; [redacted] ***; [redacted] ; [redacted] ***; [redacted] Subject: RE: Checking on status Revdex.com complaint # [redacted] Dear ***,Hope everything goes well with you/ I am reaching out to you to update you with project planWeek of 2/20/to week of 3/8/2017Moving out contents on the front office, drywall and paint interiorExterior facia metal pieceAt 3/8/we are expecting the progress payment of 60003/13/2017-3/25Finish all flooring All final drywall touch upWe expecting by 3/we move back all contents and be ready for final paymentI also would like to have a progress walk through with you any time between 3/1-3/just to make sure we all are on the same page and address any concerns that you might havePlease let me know if you receive this and if you have any questionsyou may want to reach out to me via email or my direct phone number ###-###-####Hope you have a great weekendSincerelyEthan S [redacted] ***Carrara CompaniesRestoration, Environmental, Construction, & CleaningMobile: ###-###-####Toll Free: ###-###-####Email: [redacted] Website: [redacted]

Our response is the same as our response sent directly to the homeowner on 3/30/ Work performed to date 3/29/ $21,603.12Money collected to date 3/29/ $18,341.79Damages--Money owed on glass table ($800.00), laminate floor in Guest Bedroom ($558.17), ADP system ($750.00, we would require a receipt proving this), damaged window sills in bedroom ($138.46), damaged bifold door ($221.21)Total $2,[redacted] balance $(with proof of ADT bill) Details are attached Red line items are items not completed Totals are on pg Thanks,

We apologize for the experience the customer had with Carrara We perform projects a year unfortunately we have some customers that are unsatisfied The client did indicate that we continued to work until the project was completed In addition, I personally did not come out because when I reviewed the finding from Nico and Ethan the experts I identify in the next paragraph there was no need In regards to the areas that have come up this winter The Gentlemen that looked at the project in January one is a civil engineer the other is a large loss expert Contractor Both have extensive construction experience The conclusion was this.Hard wood floors shrink in the winter, the putty was put there cosmetically to help the customer feel better about the floor However, this was preexisting floor that Carrara did not replace, it was not part of the insurance scope In addition sanding a floor does not create gaps in the floor It is Carrara's expert opinion that the gaps are there as a result of the original installation, the structure and the typical movement you will find in a floor in an established home Carrara has no responsibility for gaps in a pre-existing floor.We apologize for the fact that Carrara and the client cannot come to an agreement on the cause of the gaps in the floor Respectfully, Justin S [redacted] * or Tell us why here

From: Ethan S [redacted] Sent: Friday, February 17, 2017 2:21 PMTo: [redacted] Cc: [redacted] ***; ***; [redacted] ***; [redacted] ; [redacted] ***; [redacted] Subject: RE: Checking on status BBB complaint # [redacted] All exterior will be done before 3/20 weather permitting, as soon as we get a few good days we will take care all of them. Thank you Ethan

Mr***'s items have been resolved The final payment will be delivered to Mr [redacted] it is available on 8/8/ Mike Moore our VP of Operations will be setting up the time to deliver the paperwork and the final check

From: *** *** Sent: Wednesday, April 12, 9:AMTo: *** *** ***Cc: *** *** *** *** ***Subject: RE: Revdex.com complaint *** *** and myself are in the process of compiling what is OWED to us This company is a joke and should no longer be in business They have left is hanging for 15+ months without doing any work Most times they would not even respond to myself or the insurance company They have advised me of being disingenuous which I have proven to the contrary In addition if you speak with or email *** ***, the adjuster with *** ***, he will tell you otherwise As a matter of fact he will inform you of several items they have tried to claim as being done by them and another company had done the work, that is instance fraud Not to mention the unnecessary amount they've paid out for living expenses In addition, *** would tell you of the multiple times we've done scopes, timelines to have them not even start..Or, the countless times they promise to be there and don't show to do the work.Thank you,
*** ***

Mr*** is incorrect.We apologize that he feels like we are a scam company. We simply referred a plumber to Mr*** the plumber took care of the problem including tearing out the drywall. If Mr*** would like us to come and fix the drywall we would be happy to do
so. That would required a simple work authorization and a deposit. We have reached out to follow up with him in the past with no return call as a courtesy.The summary is this: We provided a service for no cost, we provided a plumber to him, diagnosed the problem and did not charge for our services. We have received no payment from Mr*** nor the insurance company, we are not asking for payment. However, we certainly were not expecting a Revdex.com compliant for providing a free service and expecting that our PM of plus years would be called a jack___.Thank you

Carrara performs over projects a year and have been in business for over years We have grown an average of 20% a year We have a A+ rating with the Revdex.com Unfortunately there are some customers that are not pleased and there expectations cannot be met
As always there are some areas of improvement as with all businesses and we continue to grow and improve In addition there are always two sides of every story. As with all our Restoration clients we did not create the loss to the home We certainly feel bad for the loss a client has in their home, unfortunately we are not responsible for the inconvenience and difficulty they experience because their home is not functional.So the client is being finished this week the week of 9/11/ We are certainly looking forward to finishing the project Tell us why here

From: *** ***] Sent: Friday, April 28, 8:AMTo: Revdex.comCc: *** *** ** ***Subject: Complaint #***The below list are items on Carrara's final scope of work that are in dispute either from not done yet or the work was completed and paid to *** *** *** *** Insurance Company is on agreement on this list You may email *** *** at the above email or call him directly at ###-###-####.Line item: Carbon monoxide attached $36.08 not done Light removed master bdrm$8.18No light in master bdrm Baffle Vent $ Batt insulation $1020.33176& paid to Wildlife Control Soffit Metal $ Flashing $& Paid to Wildlife ControlGutter Guard Screen $13.97Not done Siding labor $ Gutter labor $& not doneTotal items in dispute per customer AND *** *** Insurance Company$2,(not including taxes)The items damaged by Carrara that they owe me for:Antique table (APPRAISED VALUE) $2,400.00(Not including sales taxes)Window sill (there are ten matching sills..however I will agree to accept pricing for five bedroom sills IF THEY SETTLE AND PAY EVERYTHING NOW) (per sill not incl labor and taxes) x= $692.30One Bi-fold Door $221.21ADT Damages to system broken key pads and transformers etc $750.00Total of damages (not including taxes) $4,063.51Carrara stated work completed on final paperwork $21,603.12Less work not completed or done by other company - $2,089.83Leaving balance $19,513.29Paid to date $18,341.79Balance $1,171.50Damages owed me $4,063.51They owe me $2,892.01Again, none of these totals are including sales taxes or labor but willing to waive those as well as the additional Windows IF they pay and settle now!Thank you,
*** ***

From: *** ***Date: Wed, Jan 18, at 11:AMSubject: RE: Fwd: Re: Complaint filled with Revdex.com complaint ID ***To: ***Cc: *** *** *** *** *** *** *** ***
*** *** *** *** ***In addition this was my reply to him, sent todayI just spoke with *** as well and that is not entirely accurate There is a significant change in the scope he will go over with you when he speaks with you this afternoon regarding the insulation removal and hazmat treatment.It's an easy correction and perhaps an oversight from Carrara but it does need to be corrected before the scope can be signed EVERYTHING else in the scope liked fine and we will be good to go as long as that is the ONLY change made to the scope you previously sent me I'll need a day to go over it line by line again to verify it is exactly the same, I'm sure you can understand needing to verify prior top signing a legal document.This to will go into the Revdex.com file Thank you and I'm sorry it took me contacting the Revdex.com to finally get a response.*** ***

From: *** ***Date: Thu, Jan 19, at 11:AMSubject: RE: Fwd: Re: Complaint filled with Revdex.com complaint ID ***To: *** ***Cc: *** *** *** *** *** *** *** *** *** *** ***.org>*** at *** *** left me a message last night to confirm it was just the insulation removal and items associated with that. I have revised the estimate. I asked him to confirm the amount for the packout we performed as that is the only item missing from this scope of work and total dollar amount of the project. As soon as he gets that to me, I will send you the revised contract documents to sign outlining scope, remaining funds to be paid, and timeline for repairs to be completed. Thanks, Michael M*** *** ** ***Carrara CompaniesRestoration, Environmental, Construction, & CleaningMobile: ###-###-####Toll Free: ###-###-####Email: ***Website: ***

On 4/20/we talked to Mrs*** in our Mid-Term customer satisfaction call and got this message " Everything is going great and my understanding is everything is going great and my husband is very happy with everything." On 5/14/in a follow up call we again spoke to Mrs *** and got this
message " *** and *** are taking care of things and they will call us once we are ready for the final walk through"

From: ***Date: Thu, Mar 30, at 5:PMSubject: *** ***To: *** *** *** *** *** *** *** *** *** *** ***That's not acceptable with the damages done and I just want the job completed We had agreed upon the scope and timeline done in Feb, nothing has changed other than they never began the work I have a discounted rate on the damaged antique table it is appraised at and I stated I'd be willing to accept the price of based upon the fact you were going to do other work to make up for that and other damages.You damaged my wood flooring, marble window frame that have to have all frames replaced to match not just the one, a bifold door, the security system along with the antique table value not , of you're not doing the work I'll provide the appraisal.I don't want this to go any further and I would be happy, as I stated ***, to remove the claims with the Revdex.com, Attorney General's office and the social media IF you would just complete this job!!That is ALL I want my job finished, which should only take a few weeks Please just finish the job as agreed upon.Thank you,*** ***

The project is complete and the roof is fixed. The roof was a very difficult roof so we had to make sure the right roofer was on the project to insure we had a quality project

The company is lying! What a shockerThe plumber supplied did not achieve anythingThe ice had to be thawed using my space heaterI paid that plumber which happens to be this project managers cousin dollars to open up the pipe and he couldn’t do itI have no issue with the plumbers efforts but he was paid well for not achieving any goalThank you. I do not expect anything from this sham companyI will do my best to tell everyone including my insurance company’s not to ever deal with this sham company. You don’t expect payment? You draw all over my drywall and disappearedYou saying you tried to contact me is a bold face lieI’ll pray for your liar

From: [redacted] Sent: Tuesday, March 14, 2017 7:46 AMTo: [redacted]Subject: Revdex.com complaint #[redacted]Ethan,I haven't heard back from you with the new timeline, since the original one with the beginning date of week of Feb 20th through March 8th failed.  The only thing that was fine was a call on the 6th off March stating that the paint samples were lost....After I insisted that I was told your company has been assuring me all along that you had said samples...amazing you must've located them because the only thing accomplished then on the 8th was dropping of said paint...but not accurate entirely.  As all the rooms EXCEPT bedrooms were to be in a semi gloss not flat.  I asked for a new timeline to be sent and I have not been given this information...WILL my home still be completed by the end of March as PROMISED in the last timeline???  It has sat untouched for over a year now.Thank you,
[redacted]

From: [redacted]Date: Thu, Mar 30, 2017 at 6:22 PMSubject: RE: [redacted]To: [redacted]Cc: [redacted]We are not going to reimburse for 10 window sills.  We will reimburse for the 2 in the bedroom.  The window sills are formica  not marble as you indicated in a previous correspondence and $138 is very generous per window sill.  I reviewed the chip if you want to keep the window sill we can fix that chip to match.  The table I reviewed we will not pay more than $800 Facial repair?  I’ll have to check into it.  But I see we did a job in 2013, is that the project you’re referring to.

From: [redacted] Sent: Friday, February 17, 2017 1:50 PMTo: [redacted]Cc: [redacted]; [redacted]; [redacted]; [redacted]; [redacted]; [redacted]Subject: RE: Checking on status Revdex.com complaint #[redacted]Received.  When is the electrical..attack fan and ceiling fans being done, the gutter screens on all gutters, as well as the shingle replacement and sealing around metal flashing and screw/nails on the roof expected to be completed.Thank you.
[redacted]

Unfortunately, Carrara is unable to continue to work with this customer for a variety of reasons.  We are in the process of finalizing what is owed to Carrara with the customer.  We hope to end this relationship quickly and amicably.Carrara performs over 3000 projects a year, there are a handful of clients we have elected to part ways with in 20 years of business.  We believe it is in the best interest of both parties to discontinue work on this project. Sincerely,Justin S[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.  They have stated that the job is complete.
Regards,
[redacted]