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City of Richardson Emergency Ambulance Service

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Sent: Friday, February 24, 2017 5:56 PM Subject: Response to Complaint # [redacted] This email is in response to the complaint received on 02/21/2017 that was assigned and ID # of [redacted] A contract was entered between my company and the customer, Joseph [redacted], on 10/12/2016. This contract included...

a detailed breakdown of services to be performed (attached). To address the issues listed within the complaint; ·         The customer referenced and ingress of rodents due to holes that were left open. The holes that were left open were in an exterior closet located on the back side of the garage. The holes that were left in the drywall were on the interior portion of the closet, so it would be impossible for rodents to gain access to the exterior closet unless they were already present inside the garage. The ingress of rodents and any issues relating to them is in no way, shape, or form caused by the activities, or lack thereof, performed by my company. ·         The customer referenced a check that was mailed to them for the repairs not performed in the amount of $53.43. This was an exact dollar refund for the line item billed in the attached estimate after my decision to no longer offer my services to the customer for reasons that will be stated later. ·         The customer referenced a check that was mailed to them that was only for one hole when there were three holes. The estimate included for two (2) drywall patch line items in the garage. One was for the exterior closet (incomplete) and the other for the water heater closet (complete). The refund amount was correct and exactly the amount that was billed on the estimate (Page 4, line item #22). The customer made a point that from the beginning he thought that my billing was too high. It was from that point that he consistently asked to have me do “favors” for him at no additional cost. One of which that he is subtly referencing in his complaint is the installation of some laminate flooring in a closet. I told him that should I have one of my installers in the area and it was convenient for the installer I would try to take care of it. This apparently he took as a 100% commitment to doing the work for him for free. The customer also took it upon himself when I was not present at the job to tell my workers to install and paint baseboard in an additional bedroom that was not included in my estimate (an additional 88 feet of baseboard). There also was an additional bathroom that needed tile repairs as well that was not included in my estimate. I instructed my tile installer to perform the repairs in the additional bathroom, and when my workers called me to inform me that they were being told by the customer to install and paint the extra baseboard; I told them to continue and do it. I did this because of my good integrity as well as wanting to help a customer who had their home torn apart to repair the plumbing. When it came time to collect payment, the customer made it a point that he did not want to pay me since I didn’t install the laminate for him (the missed drywall repairs were not known at that time). Reluctantly he wrote a check and asked that if it was possible to have an installer come by for the laminate, I told him the same thing as stated above. Because of the above actions by the customer and the numerous threatening emails from the customer, I made the decision to refund the customer for services not performed and no longer offer him any of my services. There is no need for resolution as the customer has been paid back for the services not performed, and I feel that with the money he did not pay for the additional services my company performed he should be able to afford for a minor drywall patch in an exterior closet. Thank you, Cory [redacted] Owner R3BUILD Construction Services, LLC. www.r3-build.com T: (281) 309-2997 F: (832) 442-5814

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Address: 140 Inverness Cors, Dallas, Indiana, United States, 35242-3760

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