Initial Business Response / [redacted] (1000, 9, 2015/11/12) */ To Whom it may concern: Please see attached passed inspection sheet for the referenced property with the inspection passing 10/27/We have a good reputation with all jurisdictions in the area in passing our inspections and closing the permit outYou cannot keep a license in good standing if you do not close your permitsThe original inspection did fail because one vent was not up to code in the inspectors opinionThis is the left furnace cap in the attached pictureIt was in perfect condition and is acceptable by IRC standardsIt is a custom vent cover and I can understand an inspector not liking the looks of itI do not like the looks of that type of vent cover either, but the customer's insurance did not cover the replacementWe, as a show of good faith, replaced the vent cover and passed the re-inspection without charging the customer for this because we believe closing the permit is our responsibility; even when the customer's insurance company does not foresee the items that need to be replaced in order to do soThe permit and inspection is also from the City of [redacted] not [redacted] as referenced in the complaint firstEach of these items and inspections/work dates were communicated by [redacted] our Production Manager, to Ms [redacted] and we have always had pleasant and professional exchanges with herShe is also who our contract and the insurance claim is with so her satisfaction is our number one priorityThe person who sent the complaint to [redacted] is named [redacted] for the recordAgain, or contract is with the insured, [redacted] We have not received any indication of dissatisfaction from herWe always clean up our job sites and walk them every time we visit a property because the more eyes that are on them, the betterIf there is any issue with the clean up we are always willing to come out and do a walk through when our Colorado weather allowsThis complaint is the first reference of a poor clean up from an install that was done the second week of SeptemberAs far as the Class shingle goes for a discount premium goes, it is true that the list [redacted] was operating off of shows the shingle installed as a Class shingleWe all default to State Farm's list and they changed their listI do not know why they did, but I have both lists proving the IKO Cambridge was on their approved listThis is frustrating to us as well, because it changes many processes for us and our customersThe list change is out of our control and was given to us at no noticeWe would never misrepresent a product to our customersIt is our practice to charge for such an upgrade because it is a more expensive product [redacted] was willing to offer this upgrade and absorb the costThe customer's insurance claim only paid for a 3-tab shingle to go back on, which is a far inferior product than the shingle they receivedWe do not install 3-tabs when we can avoid it, so we gave a free upgrade to the customer to deliver a quality productThe customer's policy also only allows for ACV funds only so we have worked with the customer a ton on pricing and gone down a great deal from our insurance claim pricing in order to get the customer a full roof installed To be clear, no vents were installed crushedThis is inaccurate informationIt may have been wrongly verbalized by the inspector, but either way it is incorrectWe have never installed crushed vents or damaged components that would affect our warrantyWe also do not control the Class lists approved by insurance companiesWe periodically get updated listsI do not know why they change them, because the making and quality of the shingles do not changeWe also have had good communication with our customer and the insured, [redacted] Any time there is confusion or any level of dissatisfaction we take it quite seriously and make sure all things are corrected for each job and future jobsThe reason for the failed inspection was corrected before this complaint was filedThe remaining funds will be released when the Homeowner's insurance company completes their revised estimate and releases the depreciation that is recoverable, supplements, and O&PThis is a process that we follow up with on a regular basis, but insurance adjusters have a lot of claims to go through so we have to patiently wait our turnCustomer service is our strong pointWe would not have been in business as long as we have been without itI want to get this issue resolved and have a satisfied customer afterwardsPlease feel free to reach our to me if this has not satisfactorily addressed each issue and we will do everything in our power to resolve all reasonable complaints Kind Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) To Whom It May Concern: First, in response to the fact that the contract is with [redacted] (only), it is in fact with [redacted] my husband, and myself, [redacted] I have attached a copy of that contract signed by both of us, with [redacted] on August 15, Most of the exchanges have been with ***, but [redacted] is indeed on the contract, as well as on the insurance As far as not receiving any indication of dissatisfaction from me, this is also not trueI have copies of all the email exchanges I have had with [redacted] In fact, on September 9th, the day after installation, I sent Kevin an email saying "Hi [redacted] When you get a moment if you could please call my husband SpencerI'm out of townHe said that there were several things left unfinished and quite a mess left behindWe wanted to make sure that someone is coming back to finish the job." As no one communicated with us after this installation, and we had no idea if they were finished or not [redacted] did in fact send an email to [redacted] on 10/21/15, that is after I left him several messages and drove out to his office to try to talk with him in person about our dissatisfaction, as I had received no response to an email stating this on 10/18/15, titled "Please help us rectify our disappointing experience with Excalibur." I printed up all emails and came with a copy of my contractThe office was closed, and I ended up speaking with [redacted] later in the dayI told him it didn't look like anyone had come by and fixed the issues that we failed inspection for, and he responded, "I don't know what to tell you, [redacted] said he came by, and he has no reason to lie." I never accused anyone of lying, but there was never any communication, so there would be no way I would know he was hereThis is when [redacted] sent the email to [redacted] as I was not having success in our communication As for saying we filed the complaint after we passed inspection, this is also not trueWe filed the complaint on 10/25/and passed our second inspection on 10/28/15, again all of this is documentedWhen we reported that the vents were replacing ones that were originally crushed, this was communicated to us directly by the inspector, and we updated our Revdex.com complaint right after he had left our house Additionally, on November 6th, my husband [redacted] drained the swamp cooler pan and winterized the unitWhen he drained the pan, he realized that the water was not draining out onto the roof and down the gutter, as it had previouslyInstead the water came pouring into the attic soaking our insulation and causing several hours of cleaning and capturing the water [redacted] called [redacted] and [redacted] to inform them of the most recent failing [redacted] responded that evening, and was prompt at getting to our home for an inspection on November 6th, and scheduling what repairs they couldThis was the only instance where the customer service was what could be considered decentThis however came far too late and with far too many mistakes to be satisfactory in any way Customer service unfortunately has not been the strong point of this exchangeCommunication has been severely lacking and consequently the quality of service and workmanship we received was less than satisfactory, thus, the main reason we filed the complaint with Revdex.com Final Business Response / [redacted] (4000, 13, 2015/11/17) */ You are correctThe contract is indeed with both of youI apologize for this oversight as well as not having the emails you sent to [redacted] I met with him to try and get the most accurate response back to youHe did not disclose these details to meThat is on us and I will handle accordinglyI was informed of the swamp cooler incident and told the crew flashed and sealed the skirt of the the unit that caused this because the unit did not have the exterior drainWe should have recognized this and apologize for this as well [redacted] said he met your husband out, installed a drain line to rectify that for the futureHe also said they cleaned out the insulation that got wet and replaced itAfter inspection he said the insulation was fortunately the only thing affectedPlease let us know if there is anything further we can do to help with that situationWe aren't going any wherePlease do not hesitate to contact us if you need eyes on anything else [redacted]
** ***:I am sorry to hear about your window and drivewayI did not know about the window and would like to get this repaired for youI will schedule a service call with the manufacturing companyDo you happen to know if it was installed cracked or cracked after install? For the driveway, I met
*** to look at the before pictures and the driveway over a year agoI thought the issue was resolvedIf my memory serves me correctly, our pictures show cracks before we did the roof installI agreed to a $credit to get it resolved and move onI was told by *** your job was closedHe is no longer with us and I am not trying to slide the responsibility of thisI want you to walk away from this satisfied and apologize I did not know about this beforeI was under the impression that you were closed outWherever the miscommunication was, I take responsibility for it and would like to get this resolved.Regards,*** ***
Initial Business Response /* (1000, 9, 2015/11/12) */
To Whom it may concern:
Please see attached passed inspection sheet for the referenced property with the inspection passing 10/27/15. We have a good reputation with all jurisdictions in the area in passing our inspections and closing the permit...
out. You cannot keep a license in good standing if you do not close your permits. The original inspection did fail because one vent was not up to code in the inspectors opinion. This is the left furnace cap in the attached picture. It was in perfect condition and is acceptable by IRC standards. It is a custom vent cover and I can understand an inspector not liking the looks of it. I do not like the looks of that type of vent cover either, but the customer's insurance did not cover the replacement. We, as a show of good faith, replaced the vent cover and passed the re-inspection without charging the customer for this because we believe closing the permit is our responsibility; even when the customer's insurance company does not foresee the items that need to be replaced in order to do so. The permit and inspection is also from the City of [redacted] not [redacted] as referenced in the complaint first. Each of these items and inspections/work dates were communicated by [redacted] our Production Manager, to Ms. [redacted] and we have always had pleasant and professional exchanges with her. She is also who our contract and the insurance claim is with so her satisfaction is our number one priority. The person who sent the complaint to [redacted] is named [redacted] for the record. Again, or contract is with the insured, [redacted]. We have not received any indication of dissatisfaction from her. We always clean up our job sites and walk them every time we visit a property because the more eyes that are on them, the better. If there is any issue with the clean up we are always willing to come out and do a walk through when our Colorado weather allows. This complaint is the first reference of a poor clean up from an install that was done the second week of September. As far as the Class 4 shingle goes for a discount premium goes, it is true that the list [redacted] was operating off of shows the shingle installed as a Class 4 shingle. We all default to State Farm's list and they changed their list. I do not know why they did, but I have both lists proving the IKO Cambridge was on their approved list. This is frustrating to us as well, because it changes many processes for us and our customers. The list change is out of our control and was given to us at no notice. We would never misrepresent a product to our customers. It is our normal practice to charge for such an upgrade because it is a more expensive product. [redacted] was willing to offer this upgrade and absorb the cost. The customer's insurance claim only paid for a 3-tab shingle to go back on, which is a far inferior product than the shingle they received. We do not install 3-tabs when we can avoid it, so we gave a free upgrade to the customer to deliver a quality product. The customer's policy also only allows for ACV funds only so we have worked with the customer a ton on pricing and gone down a great deal from our normal insurance claim pricing in order to get the customer a full roof installed.
To be clear, no vents were installed crushed. This is inaccurate information. It may have been wrongly verbalized by the inspector, but either way it is incorrect. We have never installed crushed vents or damaged components that would affect our warranty. We also do not control the Class 4 lists approved by insurance companies. We periodically get updated lists. I do not know why they change them, because the making and quality of the shingles do not change. We also have had good communication with our customer and the insured, [redacted]. Any time there is confusion or any level of dissatisfaction we take it quite seriously and make sure all things are corrected for each job and future jobs. The reason for the failed inspection was corrected before this complaint was filed. The remaining funds will be released when the Homeowner's insurance company completes their revised estimate and releases the depreciation that is recoverable, supplements, and O&P. This is a process that we follow up with on a regular basis, but insurance adjusters have a lot of claims to go through so we have to patiently wait our turn. Customer service is our strong point. We would not have been in business as long as we have been without it. I want to get this issue resolved and have a satisfied customer afterwards. Please feel free to reach our to me if this has not satisfactorily addressed each issue and we will do everything in our power to resolve all reasonable complaints.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To Whom It May Concern:
First, in response to the fact that the contract is with [redacted] (only), it is in fact with [redacted] my husband, and myself, [redacted]. I have attached a copy of that contract signed by both of us, with [redacted] on August 15, 2015. Most of the exchanges have been with [redacted], but [redacted] is indeed on the contract, as well as on the insurance.
As far as not receiving any indication of dissatisfaction from me, this is also not true. I have copies of all the email exchanges I have had with [redacted] In fact, on September 9th, the day after installation, I sent Kevin an email saying "Hi [redacted] When you get a moment if you could please call my husband Spencer. I'm out of town. He said that there were several things left unfinished and quite a mess left behind. We wanted to make sure that someone is coming back to finish the job." As no one communicated with us after this installation, and we had no idea if they were finished or not.
[redacted] did in fact send an email to [redacted] on 10/21/15, that is after I left him several messages and drove out to his office to try to talk with him in person about our dissatisfaction, as I had received no response to an email stating this on 10/18/15, titled "Please help us rectify our disappointing experience with Excalibur." I printed up all emails and came with a copy of my contract. The office was closed, and I ended up speaking with [redacted] later in the day. I told him it didn't look like anyone had come by and fixed the issues that we failed inspection for, and he responded, "I don't know what to tell you, [redacted] said he came by, and he has no reason to lie." I never accused anyone of lying, but there was never any communication, so there would be no way I would know he was here. This is when [redacted] sent the email to [redacted] as I was not having success in our communication.
As for saying we filed the complaint after we passed inspection, this is also not true. We filed the complaint on 10/25/15 and passed our second inspection on 10/28/15, again all of this is documented. When we reported that the vents were replacing ones that were originally crushed, this was communicated to us directly by the inspector, and we updated our Revdex.com complaint right after he had left our house.
Additionally, on November 6th, my husband [redacted] drained the swamp cooler pan and winterized the unit. When he drained the pan, he realized that the water was not draining out onto the roof and down the gutter, as it had previously. Instead the water came pouring into the attic soaking our insulation and causing several hours of cleaning and capturing the water. [redacted] called [redacted] and [redacted] to inform them of the most recent failing. [redacted] responded that evening, and was prompt at getting to our home for an inspection on November 6th, and scheduling what repairs they could. This was the only instance where the customer service was what could be considered decent. This however came far too late and with far too many mistakes to be satisfactory in any way.
Customer service unfortunately has not been the strong point of this exchange. Communication has been severely lacking and consequently the quality of service and workmanship we received was less than satisfactory, thus, the main reason we filed the complaint with Revdex.com.
Final Business Response /* (4000, 13, 2015/11/17) */
You are correct. The contract is indeed with both of you. I apologize for this oversight as well as not having the emails you sent to [redacted] I met with him to try and get the most accurate response back to you. He did not disclose these details to me. That is on us and I will handle accordingly. I was informed of the swamp cooler incident and told the crew flashed and sealed the skirt of the the unit that caused this because the unit did not have the exterior drain. We should have recognized this and apologize for this as well. [redacted] said he met your husband out, installed a drain line to rectify that for the future. He also said they cleaned out the insulation that got wet and replaced it. After inspection he said the insulation was fortunately the only thing affected. Please let us know if there is anything further we can do to help with that situation. We aren't going any where. Please do not hesitate to contact us if you need eyes on anything else.
[redacted]
Initial Business Response / [redacted] (1000, 9, 2015/11/12) */ To Whom it may concern: Please see attached passed inspection sheet for the referenced property with the inspection passing 10/27/We have a good reputation with all jurisdictions in the area in passing our inspections and closing the permit outYou cannot keep a license in good standing if you do not close your permitsThe original inspection did fail because one vent was not up to code in the inspectors opinionThis is the left furnace cap in the attached pictureIt was in perfect condition and is acceptable by IRC standardsIt is a custom vent cover and I can understand an inspector not liking the looks of itI do not like the looks of that type of vent cover either, but the customer's insurance did not cover the replacementWe, as a show of good faith, replaced the vent cover and passed the re-inspection without charging the customer for this because we believe closing the permit is our responsibility; even when the customer's insurance company does not foresee the items that need to be replaced in order to do soThe permit and inspection is also from the City of [redacted] not [redacted] as referenced in the complaint firstEach of these items and inspections/work dates were communicated by [redacted] our Production Manager, to Ms [redacted] and we have always had pleasant and professional exchanges with herShe is also who our contract and the insurance claim is with so her satisfaction is our number one priorityThe person who sent the complaint to [redacted] is named [redacted] for the recordAgain, or contract is with the insured, [redacted] We have not received any indication of dissatisfaction from herWe always clean up our job sites and walk them every time we visit a property because the more eyes that are on them, the betterIf there is any issue with the clean up we are always willing to come out and do a walk through when our Colorado weather allowsThis complaint is the first reference of a poor clean up from an install that was done the second week of SeptemberAs far as the Class shingle goes for a discount premium goes, it is true that the list [redacted] was operating off of shows the shingle installed as a Class shingleWe all default to State Farm's list and they changed their listI do not know why they did, but I have both lists proving the IKO Cambridge was on their approved listThis is frustrating to us as well, because it changes many processes for us and our customersThe list change is out of our control and was given to us at no noticeWe would never misrepresent a product to our customersIt is our practice to charge for such an upgrade because it is a more expensive product [redacted] was willing to offer this upgrade and absorb the costThe customer's insurance claim only paid for a 3-tab shingle to go back on, which is a far inferior product than the shingle they receivedWe do not install 3-tabs when we can avoid it, so we gave a free upgrade to the customer to deliver a quality productThe customer's policy also only allows for ACV funds only so we have worked with the customer a ton on pricing and gone down a great deal from our insurance claim pricing in order to get the customer a full roof installed To be clear, no vents were installed crushedThis is inaccurate informationIt may have been wrongly verbalized by the inspector, but either way it is incorrectWe have never installed crushed vents or damaged components that would affect our warrantyWe also do not control the Class lists approved by insurance companiesWe periodically get updated listsI do not know why they change them, because the making and quality of the shingles do not changeWe also have had good communication with our customer and the insured, [redacted] Any time there is confusion or any level of dissatisfaction we take it quite seriously and make sure all things are corrected for each job and future jobsThe reason for the failed inspection was corrected before this complaint was filedThe remaining funds will be released when the Homeowner's insurance company completes their revised estimate and releases the depreciation that is recoverable, supplements, and O&PThis is a process that we follow up with on a regular basis, but insurance adjusters have a lot of claims to go through so we have to patiently wait our turnCustomer service is our strong pointWe would not have been in business as long as we have been without itI want to get this issue resolved and have a satisfied customer afterwardsPlease feel free to reach our to me if this has not satisfactorily addressed each issue and we will do everything in our power to resolve all reasonable complaints Kind Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) To Whom It May Concern: First, in response to the fact that the contract is with [redacted] (only), it is in fact with [redacted] my husband, and myself, [redacted] I have attached a copy of that contract signed by both of us, with [redacted] on August 15, Most of the exchanges have been with ***, but [redacted] is indeed on the contract, as well as on the insurance As far as not receiving any indication of dissatisfaction from me, this is also not trueI have copies of all the email exchanges I have had with [redacted] In fact, on September 9th, the day after installation, I sent Kevin an email saying "Hi [redacted] When you get a moment if you could please call my husband SpencerI'm out of townHe said that there were several things left unfinished and quite a mess left behindWe wanted to make sure that someone is coming back to finish the job." As no one communicated with us after this installation, and we had no idea if they were finished or not [redacted] did in fact send an email to [redacted] on 10/21/15, that is after I left him several messages and drove out to his office to try to talk with him in person about our dissatisfaction, as I had received no response to an email stating this on 10/18/15, titled "Please help us rectify our disappointing experience with Excalibur." I printed up all emails and came with a copy of my contractThe office was closed, and I ended up speaking with [redacted] later in the dayI told him it didn't look like anyone had come by and fixed the issues that we failed inspection for, and he responded, "I don't know what to tell you, [redacted] said he came by, and he has no reason to lie." I never accused anyone of lying, but there was never any communication, so there would be no way I would know he was hereThis is when [redacted] sent the email to [redacted] as I was not having success in our communication As for saying we filed the complaint after we passed inspection, this is also not trueWe filed the complaint on 10/25/and passed our second inspection on 10/28/15, again all of this is documentedWhen we reported that the vents were replacing ones that were originally crushed, this was communicated to us directly by the inspector, and we updated our Revdex.com complaint right after he had left our house Additionally, on November 6th, my husband [redacted] drained the swamp cooler pan and winterized the unitWhen he drained the pan, he realized that the water was not draining out onto the roof and down the gutter, as it had previouslyInstead the water came pouring into the attic soaking our insulation and causing several hours of cleaning and capturing the water [redacted] called [redacted] and [redacted] to inform them of the most recent failing [redacted] responded that evening, and was prompt at getting to our home for an inspection on November 6th, and scheduling what repairs they couldThis was the only instance where the customer service was what could be considered decentThis however came far too late and with far too many mistakes to be satisfactory in any way Customer service unfortunately has not been the strong point of this exchangeCommunication has been severely lacking and consequently the quality of service and workmanship we received was less than satisfactory, thus, the main reason we filed the complaint with Revdex.com Final Business Response / [redacted] (4000, 13, 2015/11/17) */ You are correctThe contract is indeed with both of youI apologize for this oversight as well as not having the emails you sent to [redacted] I met with him to try and get the most accurate response back to youHe did not disclose these details to meThat is on us and I will handle accordinglyI was informed of the swamp cooler incident and told the crew flashed and sealed the skirt of the the unit that caused this because the unit did not have the exterior drainWe should have recognized this and apologize for this as well [redacted] said he met your husband out, installed a drain line to rectify that for the futureHe also said they cleaned out the insulation that got wet and replaced itAfter inspection he said the insulation was fortunately the only thing affectedPlease let us know if there is anything further we can do to help with that situationWe aren't going any wherePlease do not hesitate to contact us if you need eyes on anything else [redacted]
** ***:I am sorry to hear about your window and drivewayI did not know about the window and would like to get this repaired for youI will schedule a service call with the manufacturing companyDo you happen to know if it was installed cracked or cracked after install? For the driveway, I met
*** to look at the before pictures and the driveway over a year agoI thought the issue was resolvedIf my memory serves me correctly, our pictures show cracks before we did the roof installI agreed to a $credit to get it resolved and move onI was told by *** your job was closedHe is no longer with us and I am not trying to slide the responsibility of thisI want you to walk away from this satisfied and apologize I did not know about this beforeI was under the impression that you were closed outWherever the miscommunication was, I take responsibility for it and would like to get this resolved.Regards,*** ***
Initial Business Response /* (1000, 9, 2015/11/12) */
To Whom it may concern:
Please see attached passed inspection sheet for the referenced property with the inspection passing 10/27/15. We have a good reputation with all jurisdictions in the area in passing our inspections and closing the permit...
out. You cannot keep a license in good standing if you do not close your permits. The original inspection did fail because one vent was not up to code in the inspectors opinion. This is the left furnace cap in the attached picture. It was in perfect condition and is acceptable by IRC standards. It is a custom vent cover and I can understand an inspector not liking the looks of it. I do not like the looks of that type of vent cover either, but the customer's insurance did not cover the replacement. We, as a show of good faith, replaced the vent cover and passed the re-inspection without charging the customer for this because we believe closing the permit is our responsibility; even when the customer's insurance company does not foresee the items that need to be replaced in order to do so. The permit and inspection is also from the City of [redacted] not [redacted] as referenced in the complaint first. Each of these items and inspections/work dates were communicated by [redacted] our Production Manager, to Ms. [redacted] and we have always had pleasant and professional exchanges with her. She is also who our contract and the insurance claim is with so her satisfaction is our number one priority. The person who sent the complaint to [redacted] is named [redacted] for the record. Again, or contract is with the insured, [redacted]. We have not received any indication of dissatisfaction from her. We always clean up our job sites and walk them every time we visit a property because the more eyes that are on them, the better. If there is any issue with the clean up we are always willing to come out and do a walk through when our Colorado weather allows. This complaint is the first reference of a poor clean up from an install that was done the second week of September. As far as the Class 4 shingle goes for a discount premium goes, it is true that the list [redacted] was operating off of shows the shingle installed as a Class 4 shingle. We all default to State Farm's list and they changed their list. I do not know why they did, but I have both lists proving the IKO Cambridge was on their approved list. This is frustrating to us as well, because it changes many processes for us and our customers. The list change is out of our control and was given to us at no notice. We would never misrepresent a product to our customers. It is our normal practice to charge for such an upgrade because it is a more expensive product. [redacted] was willing to offer this upgrade and absorb the cost. The customer's insurance claim only paid for a 3-tab shingle to go back on, which is a far inferior product than the shingle they received. We do not install 3-tabs when we can avoid it, so we gave a free upgrade to the customer to deliver a quality product. The customer's policy also only allows for ACV funds only so we have worked with the customer a ton on pricing and gone down a great deal from our normal insurance claim pricing in order to get the customer a full roof installed.
To be clear, no vents were installed crushed. This is inaccurate information. It may have been wrongly verbalized by the inspector, but either way it is incorrect. We have never installed crushed vents or damaged components that would affect our warranty. We also do not control the Class 4 lists approved by insurance companies. We periodically get updated lists. I do not know why they change them, because the making and quality of the shingles do not change. We also have had good communication with our customer and the insured, [redacted]. Any time there is confusion or any level of dissatisfaction we take it quite seriously and make sure all things are corrected for each job and future jobs. The reason for the failed inspection was corrected before this complaint was filed. The remaining funds will be released when the Homeowner's insurance company completes their revised estimate and releases the depreciation that is recoverable, supplements, and O&P. This is a process that we follow up with on a regular basis, but insurance adjusters have a lot of claims to go through so we have to patiently wait our turn. Customer service is our strong point. We would not have been in business as long as we have been without it. I want to get this issue resolved and have a satisfied customer afterwards. Please feel free to reach our to me if this has not satisfactorily addressed each issue and we will do everything in our power to resolve all reasonable complaints.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To Whom It May Concern:
First, in response to the fact that the contract is with [redacted] (only), it is in fact with [redacted] my husband, and myself, [redacted]. I have attached a copy of that contract signed by both of us, with [redacted] on August 15, 2015. Most of the exchanges have been with [redacted], but [redacted] is indeed on the contract, as well as on the insurance.
As far as not receiving any indication of dissatisfaction from me, this is also not true. I have copies of all the email exchanges I have had with [redacted] In fact, on September 9th, the day after installation, I sent Kevin an email saying "Hi [redacted] When you get a moment if you could please call my husband Spencer. I'm out of town. He said that there were several things left unfinished and quite a mess left behind. We wanted to make sure that someone is coming back to finish the job." As no one communicated with us after this installation, and we had no idea if they were finished or not.
[redacted] did in fact send an email to [redacted] on 10/21/15, that is after I left him several messages and drove out to his office to try to talk with him in person about our dissatisfaction, as I had received no response to an email stating this on 10/18/15, titled "Please help us rectify our disappointing experience with Excalibur." I printed up all emails and came with a copy of my contract. The office was closed, and I ended up speaking with [redacted] later in the day. I told him it didn't look like anyone had come by and fixed the issues that we failed inspection for, and he responded, "I don't know what to tell you, [redacted] said he came by, and he has no reason to lie." I never accused anyone of lying, but there was never any communication, so there would be no way I would know he was here. This is when [redacted] sent the email to [redacted] as I was not having success in our communication.
As for saying we filed the complaint after we passed inspection, this is also not true. We filed the complaint on 10/25/15 and passed our second inspection on 10/28/15, again all of this is documented. When we reported that the vents were replacing ones that were originally crushed, this was communicated to us directly by the inspector, and we updated our Revdex.com complaint right after he had left our house.
Additionally, on November 6th, my husband [redacted] drained the swamp cooler pan and winterized the unit. When he drained the pan, he realized that the water was not draining out onto the roof and down the gutter, as it had previously. Instead the water came pouring into the attic soaking our insulation and causing several hours of cleaning and capturing the water. [redacted] called [redacted] and [redacted] to inform them of the most recent failing. [redacted] responded that evening, and was prompt at getting to our home for an inspection on November 6th, and scheduling what repairs they could. This was the only instance where the customer service was what could be considered decent. This however came far too late and with far too many mistakes to be satisfactory in any way.
Customer service unfortunately has not been the strong point of this exchange. Communication has been severely lacking and consequently the quality of service and workmanship we received was less than satisfactory, thus, the main reason we filed the complaint with Revdex.com.
Final Business Response /* (4000, 13, 2015/11/17) */
You are correct. The contract is indeed with both of you. I apologize for this oversight as well as not having the emails you sent to [redacted] I met with him to try and get the most accurate response back to you. He did not disclose these details to me. That is on us and I will handle accordingly. I was informed of the swamp cooler incident and told the crew flashed and sealed the skirt of the the unit that caused this because the unit did not have the exterior drain. We should have recognized this and apologize for this as well. [redacted] said he met your husband out, installed a drain line to rectify that for the future. He also said they cleaned out the insulation that got wet and replaced it. After inspection he said the insulation was fortunately the only thing affected. Please let us know if there is anything further we can do to help with that situation. We aren't going any where. Please do not hesitate to contact us if you need eyes on anything else.
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