Drywall Plus, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Mr*** is a valued client, however it is important that the facts be stated correctly.Mr*** purchased insulation for his home on 11/6/The installation of the insulation was started on 11/13/2014, and completed on 11/14/During the installation Mr***'s home did experience one
drywall seam that separated in the master bedroom, and multiple nail pops located over several different areas during the installation process.The contract between SHO-PRO of Indiana, Incand Mr*** contains specific provisions regarding damage such as nail pops, seam separation in drywall, and painting or stainingThese provisions state that these repairs are the responsibility of the homeowner.On 3/18/because of our respect for Mr***'s service and sacrifice for our country, we chose to assist Mr*** in completing the repairs to the brittle siding, and during that visit, and two other visits we repaired the drywall seam separation, and we filled and sanded nail popsWe also provided two gallons of paint to Mr*** that were custom colors chosen by Mr***We also delivered grass seed and top soil to Mr*** to repair the yard damageWe had planned to complete the repair to the yard, but Mr*** stated he could complete the repairAt that time, we understood Mr*** to be satisfied.A few weeks later, Mr*** stated that more nail pops had occurred on his wallsWe again completed repairs filling nail pops in wallsAt this time Mr*** began expecting our staff to finish and paint as wellWhile this is not our expertise, we decided to assist him with the projectAs time progressed, it was clear we were no longer assisting Mr*** with repairs, we were expected to complete all repairs. Our last visit to Mr***'s home was on 7/9/After that visit I decided that we needed to get a definitive list from Mr*** of what his expectations were regarding our companyI requested this be done in writing, either by email, or regular mailA few days later we received an email from Mr***'s sister listing several repair items that were expected to take placeWe responded in a timely manner to this email, and have been working with a consumer advocate on these same issues to resolve this matter for several months now.We have a great deal of time, and financial expense invested in assisting Mr*** with repairs on his propertyMore so than we might do for other customers because we do appreciate that he is a disabled veteran and his service to our country. We have however come to the conclusion that since there does not seem to be a reasonable course of action that Mr*** will agree to regarding this matter, and since the our contract that was agreed to and signed by Mr*** is very clear that he is not entitled to many of the repairs we have made, or repairs Mr*** continues to demand, we will have to respectfully decline any responsibility for any additional repairs not specifically outline in the contract that was agreed on by our company and Mr***.If there are any repairs that are within this contract that Mr*** is entitled we will make sure that those repairs are completed in a professional workman like mannerRegarding financial refund Mr*** has requested regarding this progject, we do not believe that Mr*** is entitled to any refund, in full or partial, as we have fulfilled our contract as agreed with Mr***, and we certainly feel we have gone beyond our contracts requirements to continue to service and please Mr***.Feel free to contact us with any questionsThank you, Donald L**Customer Service ManagerSHO-PRO of Indiana, Inc

Regarding the complaint filed by *** *** ** *** *** *** *** ** *** we scheduled an appointment to service her gutters and gutter covers on 12/7/2015, and that appointment was confirmed by *** *** on 12/8/The appointment was set for service to take place on 12/11/at
approximately 3:pm.On 12/11/at 3:pm two service personnel and myself arrived and completed the necessary service to repair issues with the gutters and gutter covers on the residenceThe service was completed at approximately 4:pm on 12/11/2015, and *** *** stated to our staff that she was very pleasedI do apologize *** *** for the length of time and the inappropriate customer service she received during this process, this is not typical of company, and we will take steps to avoid similar issues in the future

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Sho Pro workers damaged my homeDon L** said he would send professional contractors to make all repairsFrom December 15, to February 11, Sho Pro sent workers to my home four to five times to make repairs to the sheet rock and nail popsThese workers were not bonded or certified to do this type of work. Don L** told me that he would have an licensed electrician with his employees when they drilled the holes to put the foam insulation in to repair the wiring if they hit anyThe worker was not a licensed or a bonded electrician and he did not know how to fix the wiring and did not have the proper equipment to do the repairs Every time he has sent someone out to do repairs they have done more damage which he has knowledge and agreed to repair. I bought gallons of paint because the gallons they brought was flat paint, I told him my rooms were painted with semi-glossI contacted Don L** about this and he told me to get the right paint and he would pay me back, which he never did Twice the workers tore up the lawn, once again Don L** agreed to have it repaired and did notThe first time he dropped off seed for me to spread, four months later when they did it again he refused to do anything and my lawn is still damage. Don L** has made an offer to send a licensed electrician out to check and fix the wiring but I don’t trust him. In the past Don L** has guaranteed me each time he would have professional people do the repairs Don L** has made it clear Sho Pro has refused to refund my moneyI have already reported Sho Pro to the Attorney General Office, now Revdex.com and will contact the media and social media to expose Sho Pro. Thank youRegards,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

8.31.16 Company has stated they have resolved the issue.

Company states they are working with the customer on this, as this is not a warranty item.

In response to the complaint filed by [redacted] on 1/13/2016, Our company contacted [redacted] on 12/28/2015 to schedule a free courtesy inspection of his insulation project. During this conversation [redacted] began explaining his concerns regarding the insulation project, and our staff...

member transferred [redacted] to our Office Manager to better help [redacted].When our Office Manager spoke to [redacted], he began explaining things to her regarding his insulation project. At that time our Office Manager was understanding that [redacted] was going write a letter to our company to be better understood.Our office Manager did discuss the phone conversations with me, and we had been awaiting a letter from [redacted] since that time.I did complete an inspection on 1/28/2016 of [redacted]'s Retrofoam project, and apologized for the confusion regarding his conversation with our office. Additionally, I did clarify to [redacted] that we are not connected to any rebates from utility providers, and make no assurances of customer qualification to those rebate programs.I believe that any misunderstandings between [redacted] and our company have been resolved.Sincerely, Donald LeeCustomer Service Manager SHO-PRO of Indiana, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I...

reviewed appear below.
Regards,
[redacted]

Regardless of the facts in this dispute our goal is to make our customers happy and handle any warranty work that is required.  We apologize for any inconvenience and that our customer does not believe we want to take care of them. This issue is about servicing any warranty issues we have...

,which we stand ready to do, and about communication. We normally complete our projects much quicker than we did this project; many of the delays were scheduling delays with the customer and financing.  The financing was a little more difficult and we had to send documentation twice to Mr. [redacted] when he was out of town.  These delays were understandable because of Mr. [redacted]’s work schedule and we were happy to accommodate.   These things are understandably forgotten when someone is upset.  This in no way excuses any service issues or the fact our customer is unhappy with us.  This is just the way things were. We have never charged for a service issue on our products and services since we opened our business in 1984.  If this customer believes we do charge for service we apologize for this communication on our part.  In the past we had an appointment scheduled with Mrs. [redacted] to see what we needed to do unfortunately she was not home at the time of this scheduled appointment.  We stand ready to fix anything we need to fix for our customer. We will do whatever is reasonable to make them happy.

In response to another complaint filed by [redacted] on 4/18/2016. Our company was requested by [redacted] to complete a follow up inspection of his project, after completing a service on 2/2/2016. This inspection was performed on 3/4/2016. During this visit I verified that the small area that had been omitted during the original installation had been corrected. At that time, per [redacted]'s request I again re-checked multiple walls and locations in the home to verify the insu]ation product waa installed Correctly. and I found no defects.At that time [redacted] explained that he still felt cold coming from his wall in the master bedroom at the head of his bed. I did check that area with an inferred sensor and found that the area had been installed and completed correctly. During that visit I found that the window next to the head of Mr. Odagai'e bed had plastic taped behind the miniblind covering the window and frame to stop outside drafts from entering the home. I did an interred inspection of the window area, and told [redacted] that he had lots of cold infiltration from that window, and that I believed that was why his bedroom was cold in that area, and at the head of his bed.After much explaining of this information to [redacted]., he still thought perhaps more insulation could be put in the wall next to the bed. Trying to avoid continuing issues told [redacted] that when I had the staff and equipment available in the area I would have them Stop and see if any more insulation will fit. I told [redacted] that I had no idea when we would be able to accomplish this, but I would contact him when we were going to be in the vicinity with enough time to complete the work.[redacted] is correct we did speak on 4/6/201. and I was anticipating to be able to have our staff out the following week. I did tell [redacted] that we would call and verify what day and time that service would take place so that we could make sure he was available.I do apologize that . did not contact [redacted] and inform him that unforeseen circumstances would not allow us to complete the service as expected.We do want to assist [redacted] with achieving his desired comfort expectations in his home, and after two inspections we have found no areas that need service on our insulation project. There are areas in [redacted]'s home that do need corrected such as window air infiltration, and attic insulation which are not part of our installation project.. These items will certainly provide additional benefit to the work that has already been completed. I am certain the-re are many companies that would be able to assist [redacted] with his future needs.Sincerely, Donald [redacted]Customer Service Manager

I met with [redacted] on Thursday 6/25/2015.  During that meeting all complaint issues were resolved to customers satisfaction.     Sincerely,   Donald L** Customer Service Manager SHO-PRO of Indiana, Inc. 317-375-7500

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Consumer told Revdex.com rep that this company has not come back to his home to fix the cold spots and that consumer wants his money back if company does not fix these issues.
Regards,
[redacted]