Continental Siding Supply

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] Project is still on goingHopefully with no outher issues

It is the professional and moral opinion of our management, taking in to consideration the levels of rainfall that took place this year and during this project that the gutters being on or not being on would not have contributed to a basement leakIf anyone on our staff believed the gutters being on or not being on affected the basement water, Continental would reimburse for the leak, but that is not the caseIt is Continental's position that the basement would have had water come in whether we were doing a project or notSimply put, it rained an awful lot and a lot of damage was caused by the record rain falls and it is unfortunate this basement leaked but Continental did not contribute to itIf the [redacted] 's truly felt Continental was at fault, why did they ever consider turning it in to their insurance company? It was expressed to Continental the [redacted] 's understood it was not Continental's issue and had no problem taking it up with their insuranceIt only became a continental problem when they found out their insurance didn't cover water damageJust because their insurance doesn't cover this damage, doesn't mean Continental should pay this bill either

A general understanding and basic coherency is very lacking on the part of the customer We have gone above and beyond to communicate and explain what is happening with their roof and that we are more than willing to reassess it and fully replace it if that is necessary We have offered them options that fully address their complaint/s and they still don't seem to understand that we are offering them what they are asking for At this time I don't know how to proceed with the [redacted] s because our communication efforts and reasonable approach to this problem are met with accusations and unreasonable expectations At no point in this process have we ever "stalled" our participation in the assessment or repair of this roof for any other reason than to avoid assessment and or repair in cold months that are not conducive to assessment or proper repair We work on homes all 12months of the year, however, roofing, and this particular roof need warm weather to assess and fixThis has been explained to the [redacted] s at exhaustion and they still persist with accusation that are not accurate If their intentions were to get their roof repaired we have offered two options to them that are very fair and fully address the concerns they have brought to my attention Although I am confident my company is not in the wrong and we do not accept their accusations, assessments, or those of any others they have involved in this matter, I have officially made the [redacted] s a final offer they have both agreed to Continental Siding Supply will refund the full amount of the roof, $6,in the form of a check made out to the [redacted] s I explained to them by endorsing the check they fully release Continental Siding Supply and [redacted] of any liabilities, warranties, or any damages now and foreverThey agreed I reminded them they have agreed to solutions in the past just to change their mind later and asked them if they were 100% comfortable with this solution and again they both said yes they accepted this offer Our head project manager is heading to their home this Friday to meet with them and hand deliver the refund check This is not a satisfactory solution for my company as we have now provided them a free roof, which I believe is what they wanted all along, but I am committed to making happy customers and being an upstanding company in the state of Missouri and will continue to be a company that will go above and beyond to serve the citizens and home owners of this great state

I just wanted to give you an updateSeamless Siding agreed to put a better grade of shingles on the roof a d brought down the samplesWe just rec'd a call and they are wanting to send someone else to look at the roofThey are saying it is because of the felt paper and the first roofThis is not good and as far as we are concerned they are dragging their feet AGAIN! Bottom line is that it was due to poor workman ship and has nothing to do with the original roofWe rec'd a second opinion and were told that the paper will not lay down.It will be a week for them to have this other person come and look at the roof.They did offer us a refund only for the roof that did not include the gutteringThe issue us that we will not be able to pay off the loan we took out with [redacted] and have the cash to have another roof put on.We really are tired of getting the run around and want a roof that we paid for

Complaint: [redacted] I am rejecting this response because: Several issues of concern need to be addressed in the response to thecomplaint again ContinentalThe carport was indeed utilized by employees.The carport is detached and the car was always parked insideThe electricaloutlet is past the vehicle which was used by the employees to chargebatteries for their cordless drills without permissionPlease note thevehicle is a with less than 10,miles on itThe underpinning that employees admitted to damaging is surrounded bydecorative rock and landscaped with flowers where no weed eater couldpossibly damageThe company did order a new piece to replace the portionthey damaged however it does not match the rest of the underpinning which iscompletely fineWe also have pictures that can be sent if need beWe neverasked to have all the underpinning replaced only the panel their employeesdamagedI did tell the company that I had a small piece they could use ifthey need to match the colorI did not state I had an entire panelThere was no discussion of both home owners needing to be home in order towork on site for the days the job was supposed to takeMrs [redacted] works minutes from the home and yes Mr [redacted] is a on the road driver.However, they stated they did not need anyone to be present at the homeduring the time of installation as it was an outside jobIn closing I would like to state that Continental did repair the damage tothe vehicle yet have not replaced the panel of underpinningWe have neverasked for discount! Employee [redacted] offered $if we the home ownerswould order the underpinning ourselvesWe told him it was not our place todecide and that corporate needed to make that decisionWe have not receivedthe $to proceed to order the underpinning nor replacement for thedamaged pieceSince the project took months and not days and thecraftsmanship was extremely poor, we would just like the underpinningreplaced and the company to change their commercialContractual agreementsneed to be modified for specific deadlinesEmployees should also be trainedmore thoroughly so to eliminate the incompetentWe truly regret doingbusiness with this company and will not recommend it Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ Continental will inspect the window and upon the results of that inspection will respond accordingly, up to and including a full window replacement at no charge to the customerWe will schedule a site visit soon

Window blinds have been ordered and paid for by our company with the [redacted] This information was emailed to Mrs [redacted] yesterday She has been reassured by three officials from our company that the blinds would be ordered and paid for and those reassurances were followed up by an email confirming it had been done We bought these blinds even though her home was not even accessible, even to her, during the historic flooding that took place recentlyEven with those extenuating circumstances keeping us from even being able to reach the jobsite, we agreed to pay for her blinds that got minimal water damage Within an hour or two of her making contact with me I had our regional project manager and his boss, our senior project manager of our entire company, on her jobsite to see how they could please her Our installer was already there at that time working on the projectHead installer, project manager, senior project manager, and myself the General Manager of the company have all been in contact and have made concerted efforts to please this customer as we would any customer I am determined to make her happy no matter how difficult that may prove to be Dry weather this weekend is a welcome change

Although there were parts of this project that were less than perfect, the picture painted is inaccurate We, as a company bent over backwards to please this customer I'm the first to admit wrong doing on our part as I'm in charge of making us better for our customers, this is not a situation in which I believe we did wrong There were minor scratches in the home owners car The car wasn't parked near the work site We have no idea if those scratches were there before or not None the less, we paid for his car to be repaired, no questions asked In my years of working for this company I've never seen another instance when we damaged a customer's vehicle The "underpinning", or mobile home skirting, was damaged Again, we do not know if this was damaged during the installation or not It is obvious by looking that the skirting was damaged and replaced in the past as the panels do not all match Lawn mowers and or weed eaters often damage skirting We agreed to order a new panel Waiting on this panel to be delivered and only having weekends to see the customer as he is an over the road truck driver, this process took a long time, but was not due to any negligence on our part It became obvious to us this customer was wanting to get something for nothingThey wanted us to replace all the skirting on their Mobil home, it frustrated them when we ordered the panel to replace the damaged panel Later on he admitted to us that he had an extra panel in his out building from the last time he replaced one We gave them the benefit of the doubt in regards to their vehicle, and now knowing more of the situation I believe we should not have done that as I don't believe we damaged it Even after the car and skirting issues were resolved the customer finally admitted to us they really just wanted a big discount off of their project We told them it was our job to provide great service to them for the price they agreed to, not to discount the project In the end, I'll reluctantly send them a $check if that is what they think is a fair way to conclude out business Continental went through some growing pains a few years ago trying to keep up with the booming demand for our products and services These growing pains admittedly caused some communication related headaches for our customers, but those problems are all handled now and have been for quite some time I'm proud of our team and how they were able to handle this difficult situation Every single customer we work for is a priority I will again prove that to this customer by sending them a check for the $they claim is owed to them

I am the GM at our corporate location and will be looking in to this situation We will most certainly provide any services due to the customer, if they are in fact due to the customerOne thing that is certainly due to the customer is communication and respect I see we delivered as expected during the initial installation fo the project but I also see that we have failed to provide that during the service/warranty process, and for that I am very sorry Our head project manager will be in contact today and he will personally oversee your project from here on If you need to contact me directly, please call my cell [redacted] , my name is ***

Our project manager and I have both been in communication with this customerShe has both of our cell numbers and we have been and will continue to be responsive to her needsI received this Revdex.com complaint just a few moments ago and I can state that our project manager is already on the way to her home There has been record rain falls in the area that has made installation of the job tougher than normalHowever, we are committed to serving her and will be in person with her in a matter of a few moments and would have been had she just called us directlyAs far as the add ons, one was for sheeting and one was for windows she wanted to add to the projectI personally explained the need for the sheeting to her and she understood completelyI'm surprised this is a Revdex.com complaint but will take it seriously and work hard to please this customer

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: We will be working through our attorney Regards, [redacted]

Continental is pleased to hear Mrand Mrs [redacted] are pleased with their siding projectFrom the point of sale to the project being completed the total timeline was just over weeksAs discussed at the point of sale, it is typical to have jobs complete 8-weeks from the date of saleMost of that 8-weeks is simply waiting in line and allowing our installers to get through the backlog in front of themThe actual jobsite install did not take monthsSo, the timeframe for this job fell right in line with typical scheduling and typical expectationsEvery working jobsite at Continental has a lead installer and a project manager to make sure the customer is happy and satisfied with all aspects of their jobThere are time stamped notes entered in our computer system that tracks all customer interactions between any of our employees and the customer, on this particular job On Tuesday May 5th our project manager notes that the gutters will be installed on Thursday May 7th Mr [redacted] called our project manager on Wednesday May 6th and told him about a l"leak" in the basementDuring that conversation our project manager told him his basement did not leak due to his gutters being down, and that it had to be some other factor contributing to the leakRecord rainfalls at that time were causing flash floods and basement leaks worse than any year prior, and had been compared to the great floods of They both agreed that it was unfortunate the basement leaked but there was nothing Continental did to create the issue Mr [redacted] took responsibility and said he would turn it in to his insuranceThe gutters were in fact installed on Thursday May 7th only two days after they were scheduled, and one day after the initial water issue in their basementThe gutters were completed one day before the siding was completed on May 8thAt this time the entire project was complete with the exception of a window repairPieces had to be ordered for that window repair, so at that point the job was again in a waiting period until lithe material was receivedWhen Mr [redacted] spoke with our project manager on Wednesday May 13th he brought up the leak again, which was now described as a "basement flood" and wanted to know if we were going to pay for his damagesOur project manager said he was happy to investigate the issue further to identify where it was coming fromOur project manager also requested a written receipt from the water damage companyHe did not admit we had anything to do with the problem but merely requested the information so he could conduct a full analysis as a service to our customerThis particular project manager has over years of experience building sunrooms, connecting roof lines, and installing gutters, before he was a project manager for Continental, so his assessment would be as trusted as any person's assessment in the home improvement industryAt this time Continental still had a window repair to correct at the ***' home but was waiting for the material to arriveContinental completed the window repair on Friday May 29th when the material had been received for the repair On Monday June 2nd our office manager called and requested the [redacted] s to sign and mail in their completion certificateMr [redacted] asked our office manager at that time what was going to be done to compensate them for their "basement flood"She referred the question to our project managerOur project manager visited the jobsite again on Thursday June 5thAfter his assessment and discussion with Mr [redacted] they again agreed that the issue was not the fault of Continental and they agreed to give him the completion certificateThe completion certificate is dated for Tuesday June 3rdHaving signed it two days before our project manager even arrived, it would appear that Mr [redacted] knew the results of the inspection would again prove Continental was not a contributor of his basement leakIf Continental is ever guilty of costing a customer extra money for any reason, (iecut internet cable, cut air conditioner cable, drilled into electrical line, common construction related issues) it is standard operating procedure to reduce the amount owed to Continental from the customer and settle it fairly before Continental is paid for the jobIt is evident, due to the fact the [redacted] 's siding and gutters were installed in early May, with the exception of a window repair, and the fact Continental didn't request any money at all for the entire project until early June when the window had been repaired, that Continental was not in a hurry to collect this money until everything was totally done and settled completely and fairlyOn the customer's completion certificate it states they should not sign until the project is finished in full to the complete satisfaction of the customerWith no collection efforts made until the window was repaired and the warnings on the completion certificate, and the conversations with our project manager, it is apparent the [redacted] 's felt the project was done completely and in a satisfactory manner with no further business to be done between the two partiesFurthermore, it is the opinion of our construction experts that Continental did not contribute to the basement leakMeteorologists will tell you there was record rainfall this year that has caused millions of dollars in damage to residential propertiesContinental, and at several points in time prior to this complaint being written, Mr [redacted] agreed with this assessmentIf Continental had caused or contributed to this issue, our company would do the right thing and pay for the damagesAccording to Mr [redacted] , his insurance will be covering the cost of his damagesIt is the decision of Continental's that Continental will not be paying any part of the costs associated with the [redacted] 's basement leakContinental does thank the [redacted] s for their business and wants to reassure them any service needed in the future for products installed by Continental will be serviced in a timely and professional manner

Now they are saying they will not put on the roof and we need to find someone elseNow they will not get me a refund until the roof is put onWe cannot find a company who will do the work and wait for Continental to pay themOur roof is in horrible conditionThey need to fix it and that’s what we were told they were going to doNow they do not want to do that

I wanted to let you know that we are working with Seamless Siding to put on a new roof.*** ***

Initial Business Response /* (1000, 7, 2016/02/16) */
I went to see Mrs***'s problem in personAfter visiting with her I let her know that we had fulfilled all aspects of the contract that we signed with her a few years agoWe did not contract to add to her ventilation in the soffits or
roofWe only contracted to install siding and soffit panels over her existing soffitsAlthough there is no legal obligation for Continental to add vents to her soffits we are very interested in making up for some of the issues she had during the installWe have since redone our logistical management processes and the problems she described pertaining to the lack of organization are now resolved for our current customers to enjoy a smoother processActions speak louder than words, so I signed an agreement with her that we would: tear down her soffit panels enlarge her existing vent holes, Cut in new vent holes Install all new soffit panels totally vented in lieu of the standard solid soffits panelsIt is our goal to make our customer happy so she feels better about her dealings with our company and we are doing all this at no charge to the customerIn so doing this at no cost, we are not accepting responsibility for her ventilation in her attic and she agreed it was fair for her to take all responsibility and liability to remove her mold and see to it that her roof and attic are properly ventilated as all we were contracted to do was install siding and soffit panels over existing conditionsWe are scheduled to start the work today and will likely finish in just a few days

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
Sincerely,
*** *** ***

Initial Business Response /* (1000, 5, 2015/07/24) */
Continental will schedule a site inspection and upon completion of the inspection will make any necessary repairs to their homeContinental will call and schedule a site visit soon

Initial Business Response /* (1000, 5, 2015/10/30) */
I apologize for our organization/ communication issuesWe will definitely be out soon to service your windowsSorry to have frustrated you, we do appreciate your business and will see you soonThank you
Initial Consumer Rebuttal /*
(3000, 7, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Continental sent a serviceperson on Wednesday, OctHefixed one window, and has ordered a part for the other, so the repair continues
Final Business Response /* (1000, 10, 2015/11/04) */
We went to Ms***'s and serviced her windowsTwo balances were sprung and replacement parts have been orderedOnce received we will install them at no cost to the customerTherefore, this service is not done yet, but only due having to order custom window partsI don't believe dispute resolution is necessary, only proper follow through on installing the window balances which we are dedicated toPlease call my cell (XXX)XXX-XXXX to discussThank you
Final Consumer Response /* (2000, 12, 2015/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I await the return of the repairman and the correction of my problem

I just wanted to give you an update. Seamless Siding agreed to put a better grade of shingles on  the roof a d brought down the samples. We just rec'd a call and they are wanting to send someone else to look at the roof. They are saying it is because of the felt paper and the first roof. This is not good and as far as we are concerned they are dragging their feet AGAIN! Bottom line is that it was due to poor workman ship and has nothing to do with the original roof. We rec'd a second opinion and were told that the paper will not lay down.It will be a week for them to have this other person come and look at the roof.They did offer us a refund only for the roof that did not include the guttering. The issue us that we will not be able to pay off the loan we took out with [redacted] and have the cash to have another roof put on.We really are tired of getting the run around and want a roof that we paid for.

Our project manager has been by to visit with Mr. [redacted] regarding his concerns. A small punch list was completed, including some extra work done that was not contracted, paid for, or warrantied.  The extra work was done to give the customer extra service so he would feel better about our...

interaction. A satisfactory explanation of why there is a difference in the beauty line as to where it meets his windows was given to the customer and he understands. We reassured him it was done correctly and if it wasn’t we would rather tear it down and re-do it if we though it would make it better, but tearing off and redoing will not give any different results.  Mr. and Mrs. [redacted] have seen our initiative and responsiveness to their concerns and our willingness to remove and reinstall siding for some other issues they had, some of which were not necessary or recommended, but were done to make them feel better.  Mr. and Mrs. [redacted] have a very nice siding job they can be proud of. However, a good siding job will not perfect every carpentry/ framing issue a home may have.  We have agreed to pay to reimburse the [redacted]s for their satellite dish install.  This is not customary but was agreed to to appease them.  We requested they send us a copy of the receipt and we would send them a check.  We have yet to receive the receipt, but once we do, we will reimburse for it, as agreed.  They will continue to receive great service from CSS.  Just the other day Mr. [redacted] was on the phone with our project manager when we informed him of the need for a receipt and he seemed to be fine with things then.  He has the project manager’s cell number, he has his boss’ cell number, and he has a direct line to the corporate office, so he can get ahold of us whenever he likes.