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 going. Hopefully with no outher issues.

Initial Business Response /* (1000, 5, 2016/03/02) */
We are taking this seriously and will be in contact with this customer as soon as possible. It is our goal to address their concerns in a fair and professional manner.

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 8 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 nothing... They 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 $200 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 $200 they claim is owed to them.

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]

Initial Business Response /* (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 customer. We will schedule a site visit soon.

Complaint: [redacted]
I am rejecting this response because:
Several issues of concern need to be addressed in the response to thecomplaint again Continental. The carport was indeed utilized by employees.The carport is detached and the car was always parked inside. The electricaloutlet is past the vehicle which was used by the employees to chargebatteries for their cordless drills without permission. Please note thevehicle is a 2015 with less than 10,000 miles on it. The underpinning that employees admitted to damaging is surrounded bydecorative rock and landscaped with flowers where no weed eater couldpossibly damage. The company did order a new piece to replace the portionthey damaged however it does not match the rest of the underpinning which iscompletely fine. We also have pictures that can be sent if need be. We neverasked to have all the underpinning replaced only the panel their employeesdamaged. I did tell the company that I had a small piece they could use ifthey need to match the color. I did not state I had an entire panel. There was no discussion of both home owners needing to be home in order towork on site for the 10 days the job was supposed to take. Mrs. [redacted]works 10 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 job. In closing I would like to state that Continental did repair the damage tothe vehicle yet have not replaced the panel of underpinning. We have neverasked for discount! Employee [redacted] offered $200 if we the home ownerswould order the underpinning ourselves. We told him it was not our place todecide and that corporate needed to make that decision. We have not receivedthe $200 to proceed to order the underpinning nor replacement for thedamaged piece. Since the project took 4 months and not 10 days and thecraftsmanship was extremely poor, we would just like the underpinningreplaced and the company to change their commercial. Contractual agreementsneed to be modified for specific deadlines. Employees should also be trainedmore thoroughly so to eliminate the incompetent. We truly regret doingbusiness with this company and will not recommend it. 
Sincerely,
[redacted]

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 recently. Even 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 project. Head 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.

Our team will make contact with the [redacted] family and review the problems they are describing to us. Our team will take this seriously, as we do any of our customer issues. I'm confident we will come to a satisfactory solution.

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 fix. This 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, $6,800 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 forever. They 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.

Complaint: [redacted]
I am rejecting this response because:
I still have not had a commitment in writing on the quotes that they have received currently on the damages on the inside from the rain when the old vinyl was removed. The installers have addressed my concerns so far It is a work in progress.
Sincerely,
[redacted] [redacted]

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 customer. One 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 [redacted].

Initial Business Response /* (1000, 5, 2015/06/30) */
Continental will respond to Mr. [redacted] no later than tomorrow. We would like to schedule a site visit to diagnose the problem. If the problem is either related to the product or installation of the product we will fix the problem free of...

charge.

Initial Business Response /* (1000, 5, 2015/11/01) */
Continental has been and will continue to be a company that stands behind its products and installation. We are currently managing 206 job sites across the Midwest and from time to time one project will need some attention after the initial...

install. We apologize for this inconvenience and promise it will have our full attention. We will address this skylight leak and encourage direct communication to our company to ensure even quicker response time in the future.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Now they are saying they will not put on the roof and we need to find someone else. Now they will not get me a refund until the roof is put on. We cannot find a company who will do the work and wait...

for Continental to pay them. Our roof is in horrible condition. They need to fix it and that’s what we were told they were going to do. Now they do not want to do that.

Our project manager and I have both been in communication with this customer. She has both of our cell numbers and we have been and will continue to be responsive to her needs. I 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 normal. However, 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 directly. As far as the add ons, one was for sheeting and one was for windows she wanted to add to the project. I personally explained the need for the sheeting to her and she understood completely. I'm surprised this is a Revdex.com complaint but will take it seriously and work hard to please this customer.

We will take this seriously, as we do all of our customer requests, and will be in contact right away to get things resolved.