Critchfield Construction

Review: On July 25, 2013, I entered into a contract with Critchfield Contruction for repair work on my home due to a water issue. Critchfield Construction did not complete the work within the time frame of the contract (August 31, 2013.) Actually, they never completed the work at all. They did not return phone calls, emails, or texts. The work that they did on my home was unprofessional and shoddy, at best. They got wall paint on the ceilings and corrected that by putting ceiling paint on the walls. Furthermore, holes were drilled into a closet door and subsequently the door was hung backwards. A bedroom door does not even close because the trim and casing were hung incorrectly. Holes were put in walls when a vanity (non contract repair) was removed. Trim was inadequately hung and damaged leaving nail holes and dents. Drywall was damaged in numerous locations. The drywall was unprofessionally installed damaging numerous personal items. There are paint spills in numerous locations (including the newly installed carpet.) They even piled the discarded materials in my garage for me to dispose of and then billed me for disposal. The project manager came to our home on several occasions promising that the repairs would be done and the damages corrected. Our home was not returned to "pre-loss" condition, as promised. Critchfield Construction has not made any attempt to remedy the situation. Now, eight months later, they have billed us for their shoddy work as well as, numerous items that were not ever completed, tools not used, and operating on their own behalf outside of the limits of the contract, in my home. I have documentation of all communication between myself and Critchfield Construction as well as, numerous photographs displaying their unprofessionalism. We allowed them the opportunity to fix their mistakes on numerous occasions only to find that the "fix" made the situation worse. I want to make sure other homeowners are not fooled by their " say what we are going to do and do what we say" motto.Desired Settlement: We still need to have several jobs completed in our home due to the damages caused by Critchfield Construction. Their invoice is unreasonable considering the damages they caused and the work that they never completed. It will be at a considerable expense to repair their damages. Their invoice includes amounts for services not rendered and indicates a "recovered depreciation" amount that we can not receive from our insurance company due to the fact the work was never completed and signed off on.

Consumer

Response:

Per your request for outlining what we request from the business as a resolution:

I am seeking a reasonable invoice from Critchfield Construction. The current invoice includes amounts for jobs not completed at all, not completed correctly, and jobs outside of the scope of the signed contract. It also includes tools that weren’t used, but I am being charged for. I request that Critchfield Construction review their pictures (taken by their project manager) and submit an invoice based on work that was actually completed, as promised. Also, I would expect that they would account for the damages they caused to my home. Furthermore, the invoice includes an amount for recovering depreciation from our insurance carrier. I cannot submit those amounts to my carrier due to the fact that the contract was not fulfilled as promised and the job was not signed off on as completed to the "pre loss" condition. I would request that those items be deleted from the invoice, as well. I appreciate your reviewing my complaint and look forward to an amicable resolution.

Business

Response:

COMPLAINT - "did not complete work within time frame of contract":

1. Contract Estimated Completion date is correct however this date was revised in Change Order 01, yet unsigned

by [redacted]. The Change Order is for additional work, was not a part of the original Estimate and was subsequently

approved for payment to Contractor upon submittal of Supplement Estimate by Critchfield Construction. Items include:

1. Approved Estimate for "Move contents out and reset" changed to "Content Manipulation" at the request of [redacted] - no storage space available in garage.

2. Approved Estimate item "4-1/4" baseboard changed to 5-1/4" baseboard, custom milled to match existing baseboard in area damaged.

3. Approved Estimate item "carpet per independent analysis" changed to reflect actual cost of same carpet as what was removed per results by independent analysis

4. Approved Estimate item "detach and reset bifold door changed to "remove and replace bifold door" as request of [redacted] due to previously unseen damage to existing door.

5..Add "remove and replace vanity" due to previously unseen damage as requested by [redacted].

Also note, the Contract was signed 7/25/13 by [redacted], and 7/26, by Critchfield Construction.

The Contract deposit was not received until 7/29/13.

COMPLAINT - "did not return phone calls, emails or texts":

1. Call received 8/12/13 - 2:00 phone call in returned at 2:19 - regarding plaster

2. Email received 8/14/13 - [redacted] response to my return phone calls 8/12 and 8/14 - confirming new

paint color selection

3. Email received 8/14/13 9:05 pm - photos of "plaster damage" received

4. Email received 8/19/13 - [redacted] concerns regarding paint quality

5. Call out 8/19/13 - left voice mail message regarding email received 8/19/13

5. Email out 8/20/13 - email out regarding vanity, baseboard, and carpet - Supplement Estimate

6. Email out 8/21/13 - email out regarding vanity, baseboard, and carpet - Supplement Estimate

7. Email received 8/21/13 - [redacted] questions and comments regarding vanity, base and carpet

8. Email sent 8/27/13 - Supplement Estimate attached for review by [redacted]

9. Email sent 8/27/13 - Change Order 01 attached for signature by [redacted]

10. Appointment 8/28/13 2:00 - to review Change Order again for signature

11. Email out 9/3/13 regarding [redacted]s issues with Supplement items

12. Email received 9/3/13 [redacted] requested itemized accounting of items in Supplement

13. Supplement Estimate approved by Insurer on 9/23/13

14. Email out 10/1/13 by [redacted] - custom milled trim work is ready to pick up and attempt to set appointment to install

15. Email received 10/1/13 - first complaint received by [redacted] identifying issues

16. No text messages have been saved.

COMPLAINT - "Unprofessional and shoddy work at best....drvwall damage":

1. Almost all work was completed by two able professional tradesmen who have been with Critchfield Construction more than

fifteen years combined, and in the industry more than 25 years combined. Critchfield Construction is a licensed PA

Contractor.

2. Knob hole was drilled for new closet door in exact same location as damaged door

3. An attempt was made to please Mr. [redacted] on 9/3 by replacing trim damaged by another contractor. When a replacement jamb and casing was installed the door was operating properly.

4. Damaged trim and interior wall damage was photographed at my Scope Inspection, prior to commencement of any work by Critchfield. Mr. [redacted] informed me that the trim and wall damage was done by [redacted] during the mitigation process and that any repairs to those areas were not to be included in the Estimate as he was going to "handle

that situation himself." I assured [redacted] that the repairs could be included in reconstruction Estimate as damage was due in part to the claim and did not exist prior to the event (according to [redacted]).

COMPLAINT - "the drywall was unprofessionallv installed damaging numerous personal items

All plaster repairs were completed by a professional plasterer. He is a 20 year member of the union, rated as a foreman for 17 years. The plaster that is shown in the photographs to be on personal property was caused by a very active large puppy belonging to the [redacted] family. The few areas identified by [redacted] were cleaned by Critchfield Construction the day immediately following notification of the concern and did no permanent damage to any surface.

COMPLAINT - "paint spills on new carpet.. ..will not remedy the situation"

Critchfield Construction and sub-contractors have been denied access to the home since the completion of the carpet. The last date of any Critchfield employee being at the [redacted] home is 9/3/13. The carpet was installed by sub-contractor Carpet Outlet on 9/12/13.

?

COMPLAINT - "they even piled the discarded materials in my garage for me to dispose of and then billed"

me for disposal."

The plaster debris was created on 8/14/13 and removed by Critchfield on 8/29/13. The remaining debris was the damaged baseboard that was removed by another contractor. The Contract between the [redacted] and Critchfield Construction,

Inc. included the replacement of baseboard only. Debris removal is included in the Contract for work completed by Critchfield Construction and its' sub-contractors only.

COMPLAINT - "wall paint on ceiling, ceiling paint on walls"

The 8/15/13 painting did not initially meet the standards for completed scope of work and was subsequently completed on 9/3/13. A final inspection of the painting was cancelled due to access to the home was terminated by [redacted].

Inspection Photographs - existing conditions upon initial inspection

damaged baseboard, casing and walls drywall damage at baseboard, casing baseboard trim removed by others contents stacked on furniture by others equipment on jobsite by others casing trim removed by others plaster damage caused by dog

progress photos of undamaged plastic protected personal contents Desired Settlement

1. No damage was caused by Critchfield Construction, Inc. or its Sub-Contractors

2. Invoice amount is for services as detailed in the attached documentation of the approved Estimate and the work completed.

[redacted] says he does not want to pay for "tools not used."

3. The approved Estimate is an estimate only. It details the scope of work including equipment, labor and materials. The invoice

amount is for Estimate items completed and uses the approved Estimate to determine the amount to be invoiced.

4. According to Innovation Properties, Claims Manager, the [redacted] have approved payments of $5754.90 to date.

Respectfully,

[redacted] Critchfield Construction, Inc.

Consumer

Response:

August 21, 2014

We are disappointed that Critchfield Construction responded to our complaint with the same lack of integrity and professionalism with which they approached the repairs of our home. The response from Critchfield Construction was signed by [redacted], whom we requested, for obvious reasons, be removed from the position of “project manager” in our home. Critchfield replaced him with [redacted].

Our response to their allegations follow.

COMPLAINT- “did not complete work within time frame of contract”:

Our position remains the same, that Critchfield is negligent. The work was not completed by the end of the contract and the original work order was not fulfilled. Therefore, a Supplemental Estimate was not signed because we were unsure of its purpose.

1. Critchfield states “no storage space in garage.”

Our response: Not true. For the carpet installation, all the downstairs’ belongings were removed and replaced without issue. Critchfield Construction sent only one man to start the job at our home. Therefore, he would not have been physically capable of moving the furniture pieces to the garage area unassisted. He instead, moved the furniture to the center of the room and haphazardly covered it with a thin sheet of plastic.

2. Critchfield Construction responded, “Approved estimate item “4-1/4” baseboard changed to 5- ¼ baseboard, custom milled to match existing baseboard in area damaged.”

Our response: Yes, we would expect the baseboard to match the existing baseboard. At a visit to our home, [redacted] apologized for the issue and said “he would take care of it, at Critchfield’s expense.” Furthermore, the Supplemental work order (attached) states the exact opposite (5 ¼” being changed to 4 ¼”.) Critchfield’s work orders never made sense and were contradictory to previous statements made, which is precisely why we did not sign them.

3. Our response: “Approved Carpet estimate.” The carpet was installed twice. The first time, it was installed with a dark line through the center requiring removal and a second installation. We had no issue with the carpet installation or installers. They were professional and did quality work. However, Critchfield’s painter then damaged the carpet by getting paint on the carpet edges.

4. Our response: Critchfield Construction noted the damage to the bi-fold door upon removal and acted accordingly.

5. Our response: Bathroom vanity removal and replacement was never part of the signed agreement. The vanity was removed by Critchfield Construction, resulting in damage to the wall on the right side, as evidenced in the photographs. An email (attached) sent to Critchfield on 8/20/13 states we were rejecting the vanity they picked and did not want it installed in our home. However, a white vanity top was installed and all other fixtures in the bathroom are cream and therefore, did not match.

Critchfield states, “Contract was signed 7/25/13 by [redacted], and 7/26 by Critchfield Construction. The Contract deposit was not received until 7/29/13.”

Our response: We signed the contract on 7/25/13 and returned by fax to Critchfield Construction. The check for deposit was mailed, using the U.S. Postal Service, which explains the 3-day delay in receiving it. (Attached is a copy of email we sent on 7/25/13 stating the check was being mailed that day.)

COMPLAINT-“did not return phone calls, emails, or texts”:

We are not going to address each of their line items. However, our phone records (actual invoices), emails (many are attached), and text messages show a much different timeline. Furthermore, the insurance adjuster handling our case was made aware of the issue and attempted to make contact with Critchfield Construction on our behalf on numerous occasions (also noted on our account file.).

According to their responses, “the first complaint received by [redacted] identifying issues” was on 10/1/13 but their timeline then states on 8/14/13 an email was received containing photos of plaster damage. On 8/19/13, email received regarding concerns about paint quality. On 9/3/13, email out “[redacted] issues with supplement items.” On 9/3/13 email received [redacted] requested itemized accounting of items in Supplement.

Our response: Obviously, even just looking at Critchfield’s records, our first concern was expressed on 8/14/13, not 10/01/13. However, if one were to review the actual evidence (attached), one would note that the email containing plaster damage was actually sent on 8/12/13. The email regarding paint quality was sent on 8/19/13. The email concerning issues with supplement items/ change orders was sent on 8/27/13. The only logical explanations for their “timeline” discrepancies are 1. Critchfield does not keep accurate records thus exhibiting their lack of attention to detail (as evidenced in our home) or 2. Critchfield fabricated their “timeline” to fit their needs, which would further prove their lack of integrity (also exhibited in our home.) Nonetheless, the emails attached prove that we consistently voiced our concerns about the poor workmanship being performed in our home by Critchfield Construction.

COMPLAINT- “Unprofessional and shoddy work at best…drywall damage”:

1. Our response: Our position is that our complaint is valid and true as evidenced in photographs and documentation.

2. Critchfield explains, “Knob hole was drilled for new closet door in the exact location as damaged door.”

Our response: Critchfield’s representative neglects to add that the door was positioned backwards when it was drilled, causing the door not to open.

3. Our response: No trim was damaged by another contractor.

4. Our response: We never told Critchfield Construction that [redacted] did any damage to our home. On the contrary, [redacted] acted in a professional manner while in our home and their invoice was paid, without incident or complaint.

COMPLAINT-“the drywall was unprofessionally installed damaging numerous personal items.”

Critchfield presents that a professional plasterer completed all drywall and that our “very active large puppy” caused the damage.

Our response: First of all, photographs show that much of the damage was at heights of over 5 ft. (tops of the window sills and venetian blinds.) we would argue that it is physically impossible for a 3-month-old golden retriever puppy to jump from the floor to those heights. Furthermore, Critchfield representatives removed the carpet on our stairs, leaving the tack strips exposed. Thankfully, our puppy was consistently gated in the upstairs of our home and never allowed down the steps. Had she gone down those stairs, she would have received significant injury to her paw pads, resulting in further claims. Critchfield also neglects to include in their response that the “professional plasterer” brought a young boy to our home to assist while the work was done. Critchfield Construction was made aware of the issue, came to my home to inspect damage, and never made the accusation against our dog. On the contrary, noted that he was not aware that the plasterer had brought a young boy and subsequently, offered an apology.

COMPLAINT-“ paint spills on new carpet…..will not remedy situation.”

Our response: [redacted] was the last person in our home and inspected Critchfield’s work. He apologized for the issues and stated “the work was not typical of Critchfield Construction” and offered numerous apologies.

COMPLAINT-“they even piled the discarded materials in my garage for me to dispose of.”

Our response remains unchanged. We discarded all debris from our home.

COMPLAINT- “wall paint on ceiling, ceiling paint on walls”

Our response: [redacted] did inspect the paint, after the third attempt to get the painting completed to a level of quality workmanship. He noted the paint was now the opposite color on the ceiling and walls. We allowed Critchfield three attempts to paint the same standard walls; each time the outcome was worse and caused more damage than the previous attempt.

OUR SUMMARY:

We also extended, as noted in original complaint, for the owner of the company, Mr. Critchfield, an invitation to come to our home and inspect the damage caused by his company. We never heard back from anyone at Critchfield until the invoice, prompting this Revdex.com complaint, was received.

We also requested, numerous times, for the lock box to be removed from our front door. However, Critchfield Construction also ignored that request and it had to be removed at our expense.

The response offered by Critchfield Construction further exemplifies the lack of professionalism they exhibited throughout this experience. Their statements are contradictory and speculative, at best. We would still propose that a review of the actual evidence of damage, as well as, the signed contract would clear up any dispute.

Continuing this “he said/she said” game that Critchfield Construction is attempting to engage in, is a waste of time. The signed contract that was never fulfilled by Critchfield Construction, actual documented emails, along with evidence of damage and poor workmanship on their part, speak for themselves.

Sincerely,

[redacted] and [redacted]