Exact Match Masonry Staining

July 10, [redacted] is a customer who was caught by [redacted] services for theft of work and credit card fraud back in and both.I have reviewed the falsified documents which [redacted] provided you with for her claim to you, which is her latest attempt to extort $4,from my company while enjoying the benefit of her completed workThe anecdotes she shares as well as some falsified “emails" are apparently an extension of the fraud case that [redacted] Services caught her for attempting to commit in her attempt to steal work from our company, although [redacted] caught her fraud and returned our stolen funds, ruling in our favor despite many appeals by [redacted] made in her ever-changing story about why she deserved to steal the work from us [redacted] seems to be compiling misinformation in this latest communication againShe has not requested nor qualified for any warranty for her work, and the documents within explain whyShe is also likely attempting forgery of warranty documents which she rendered herself ineligible for as the time frame to request the warranty on her work passed while she was busy attempting to steal our work and make fraudulent claims to [redacted] ***She is fully aware of this.I do not understand any of her references or confusion about her contract documents, sign off forms where she releases the company for a job well done with full approval, and agrees to pay for the work in fullI also do not understand the absence of these documents in her claim,Her claims began only when her bill was due and she decided not to pay for the services she hired us for, directed entirely, including choosing the color via approving a sample panel, directing and inspecting the final work, and then telling us to go on our way and closing her own project by her own signaturePlease see all documents In support of these facts.Waiting for us to return to home base, she then makes a claim that she suddenly feels she wants “more work to be done" to suit an unspecified new preference, however we do not understand what she means or wantsNothing was left Is undone, per her own approval and closing her own projectWe realize then that she wants to make an excuse to not pay for the workWhen we do not agree to allow her to steal the work, the threats and lies continue but change

[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 as Answered] Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

July 10, 2017[redacted] is a customer who was caught by [redacted] services for theft of work and credit card fraud back in 2013 and 2014 both.I have reviewed the falsified documents which [redacted] provided you with for her claim to you, which is her latest attempt to extort $4,000 from my...

company while enjoying the benefit of her completed work. The anecdotes she shares as well as some falsified “emails" are apparently an extension of the fraud case that [redacted] Services caught her for attempting to commit in her attempt to steal work from our company, although [redacted] caught her fraud and returned our stolen funds, ruling in our favor despite many appeals by [redacted] made in her ever-changing story about why she deserved to steal the work from us. [redacted] seems to be compiling misinformation in this latest communication again. She has not requested nor qualified for any warranty for her work, and the documents within explain why. She is also likely attempting forgery of warranty documents which she rendered herself ineligible for as the time frame to request the warranty on her work passed while she was busy attempting to steal our work and make fraudulent claims to [redacted]. She is fully aware of this.I do not understand any of her references or confusion about her contract documents, sign off forms where she releases the company for a job well done with full approval, and agrees to pay for the work in full. I also do not understand the absence of these documents in her claim,Her claims began only when her bill was due and she decided not to pay for the services she hired us for, directed entirely, including choosing the color via approving a sample panel, directing and inspecting the final work, and then telling us to go on our way and closing her own project by her own signature. Please see all documents In support of these facts.Waiting for us to return to home base, she then makes a claim that she suddenly feels she wants “more work to be done" to suit an unspecified new preference, however we do not understand what she means or wants. Nothing was left Is undone, per her own approval and closing her own project. We realize then that she wants to make an excuse to not pay for the work. When we do not agree to allow her to steal the work, the threats and lies continue but change direction: She claims Instead that she is noticing her project looking worse by the day" and "changing". At one point she calls it purple, another orange, we are unclear. Regardless of her description now, It is exactly what she ordered and created and approved twice and scientifically it cannot change, per [redacted] Lab Testing, our product does not fade or change. Still, continuing the fraud attempt, she demands we return and do so, only we dispatch two team members to Investigate her claims that “something is changing". Perhaps her opinion is changing. She does not believe we will return to Investigate the claims, but we certainly did when we were working in her region for another national client just weeks later in the middle of the investigation by [redacted] and my firm.We returned to her home as she demanded, and with our Project Manager/VP who did the work was present and one team member as a witness, carefully inspected and photographed the home, now, weeks later, with holiday decorations on it and note that there is absolutely no change from the project [redacted] directed and approved twice just weeks before. We still do not understand her claims of incompleteness (see her sign off saying it is complete) and find no evidence of "changes", orange or purple or anything else other than what she ordered and directed and approved. We sent the documents to [redacted] as promised, including the photos of her home taken as part of our investigation. Though she is [redacted]'s own customer, they concluded their investigation saying she clearly tried to steal our work using their Charge Back process. [redacted] Services reviewed all of her falsified Information, which she changed with each appeal process, and then reviewed all of our documentation, no less than three times, striking down her demand for a charge back, acknowledging she was stealing not only the completion payment, but she also tried to steal the initial deposit payment, in essence stealing over $4,000 of work from our business, the whole job done for free. She even sent us an email forwarded to [redacted] and included in my documents In which she threatens me and says she can “live with her work" if she got It for free. We have documents that prove that she loves her work and releases us from all further obligation and I am sure she does agree to live with her completed work. She is not displeased with the work she ordered, personally directed the color creation for, approved twice, and received gladly. She is only displeased that she was unable to steal the work she wanted.The facts which [redacted] misrepresents are refuted and correctly represented by the contract documents I am attaching, as well as the details of the charge back case enclosed and our two separate trips to visit her home, first for the work and secondly to Investigate her claims. In the years since, I have also asked her to cease and desist from harassing me but she continues, every so often, sometimes a year apart, trying to extort money from my company and threaten to ruin our reputation if we do not allow her to steal her work. She has claimed she is “looking at a 20 year guarantee certificate" by email, which she does not show us, as this is either a forgery or a fabrication. Prior to that she wanted to invoke her alleged “ten year guarantee". We did receive harassing photos recently In which we believe she even physically damaged her own brick, photographing the physical damage in order to demand we now allow her to steal the work. If she chooses to chip her brick with a chisel and hammer, or do anything she wishes to her brick, this does not make her any less a thief according to [redacted] Services,FYI, we have a flawless record of service and have won the US Small Business Administration’s Minority Small Business of The Year Award Eastern PA 2016 and are a thoroughly vetted firm. There is no failure on our company’s part, as you can read on the documents [redacted] signed herself.Lastly, we work Coast to Coast on a regular basis, we do not understand her claims to not understand her original contract documents about this. [redacted] is fully aware that she signed documents that she will bring any claims to Dauphin County, PA if she has any dispute. She should not be confused at all about where to file any claims or where to provide service to us. Her own signed contract tells her just what to do If she has a valid dispute. Our Attorney, [redacted] with [redacted] has advised us throughout this case with [redacted] and I will alert him to her latest attempt to steal the work we performed. We will respond if she does continue with libelous claims or slanderous statements. I urge her to cease and desist immediately.Again, any damage [redacted] has done to her home to support her theft of work is not within my control since we left and our Investigation concluded. Any documents she alleges she has are not attached because they do not exist In support of her lies. [redacted] is also aware that she may call the Attorney General if she has a true claim against us, it was on her contract documents furnished with our own license number. [redacted] is also aware that if she does so, she is liable criminally for falsifying a claim against us with the Attorney General. I am sure this is just one more attempt to steal from us knowing that we value our reputation and success rate in our industry as we conduct ourselves with utmost integrity always, Therefore, I will not agree to allow [redacted] to steal from my company and cause me to absorb the loss from other clients. She must pay for her own work and if she does not like the work she clearly once liked, she may use anyone else or anything else she likes to change her brick to any result she now wants. Our product may be covered over by anything she wishes to cover it with today in any color she chooses, but we will not offer her services ever again. Eligible clients who change their mind later and wish to pay for new services for a new result are welcome, and we call that work a "Change Order", but those who order services and refuse to pay are not serviced by our company again.I will visit the office with color photos in the next 24 hours to be sure you have 100% of the documentation you need In support of the fax I am sending now and will visit Attorney [redacted] who Is not far from your offices immediately after with a copy of my correspondence in case he wishes to take further action against [redacted] for her libel and slander.Sincerely Yours, Jennifer G. President

Date: Mon, Nov 20, 2017 at 5:46 PMSubject: RE: Complaint [redacted] was provided with the information necessary to obtain the warranty at the time of signing the contract.  I have attached a copy of the contract for your reference.  Paragraph (f) of the contract clearly explains the action required of the customer to obtain the warranty.  Specifically, paragraph (f) provides as follows: “Exact Match offers its customers a 30 Year Limited Warranty for vertical surfaces, and a 10 Year Limited Warranty for horizontal surfaces, on its masonry staining services for those customers who request, complete and return the warranty letter within 30 days of completion of the services rendered hereunder and abide by its terms.  The terms and conditions of Exact Match's limited warranty can be found on its warranty letter to the Customer which is separate and independent from this Agreement and not made part hereof.” This process, in addition to being outlined in the contract itself, was explained to [redacted] on several occasions, both prior to and upon her signing the contract.  [redacted] did not request the warranty letter within 30 days after completion of the work, as is clearly required to obtain the warranty. However, even if [redacted] had requested the warranty letter within 30 days, by the terms of the warranty itself, [redacted] would have been ineligible for the warranty until payment was made in full for the work.  As is standard for practice for suppliers of goods and services in any industry, Exact Match requires that the customer pay in full before the company will warrant the work.  Due to actions taken by [redacted] to revoke payment, she would have been deemed ineligible for the warranty, even if she had requested the warranty letter, which she did not.  Exact Match was not made whole for the work it performed for [redacted] until almost a year after the work was completed. [redacted] has provided no evidence that she requested the warranty letter within the 30-day period following completion of the work, because there is no such evidence.  All of the information [redacted] needed to obtain a warranty letter was outlined in the contract itself; it was also explained to [redacted] personally by both Mrs. G[redacted] and Exact Match’s office manager.  Exact Match cannot be held responsible for [redacted]’s failure to take the necessary steps to obtain the warranty.  Also, [redacted]’s attempts to avoid payment would not entitle her to coverage under the warranty even if she had requested and obtained the warranty letter. Given all of the information Exact Match has provided in response to [redacted]’s complaint, and the lack of evidence to the contrary, Exact Match feels confident that this matter will soon be resolved in its favor.  Please let me know if you need additional information.  I look forward to your response. Best regards, Veronica ** B[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]