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Demo began on Monday, January 27th. Per the original Scope of Work and signed quote by the customer, we were not responsible for replacing the Water Valve nor did we touch it. The Customer wanted to save money so they had us remove it from the quote and update the quote. We began the demo process on Monday and left the site around 3pm to pick up supplies. At 5:10pm the customer sent us pictures via email of the demo as they also did with the previous remodel we completed for the Master Bathroom. The customer liked to document the entire process with pictures which were kept in a binder. We originally remodeled the Master Bath which the customer left a very positive review on our Facebook page for and continued to comment on our posts with positivity. Communication continued with the customer throughout the evening.

The next morning, January 28th, we received a text from the customer stating there was flooding and that the valve turned itself on (only hot water) sometime in the middle of the night. We went to the customer site to assist with any cleanup we could. We helped in removing carpeting and cleaning up at the site per the customer request. We suggested to continue this process with the customer but M.R. wanted to stop clean up. We then packed up our tools as we did not want them sitting in the garage and went to Insurance Company to file a claim. We were waiting on the Adjuster to schedule a time to go to site to take pictures to file for the claim. During this time, we received multiple texts from M.R. and D.R. telling us what was going on and the "costs" associated with items. On the 30th of January and February 1st, M.R. kept contacting us wanting us to come out and finish the remodel. At this point, the adjuster had reached out multiple times but had yet to see the site or damage to be able to document for the claim. We notified the customer (M.R.) that our Insurance Company had informed us not to complete any additional work until the Insurance Claim Process was completed. We communicated these details with M.R. that we would not be doing any additional work until the process was completed being if we began the completion of the work, the Insurance Adjuster would not be able to properly document the damages and be able to see the customers existing valve that we did not replace. We had full intention to complete the work but had to wait on this process. We kept in constant contact with the customer letting them know that we were following up with Insurance and waiting on the claim process to complete.

On the 20th of February we received another text from M.R. telling us that he chose to use his insurance and not ours and that he wanted us to pay for additional items (deductible, cabinets, etc) as well as return the deposit. We contacted our Insurance Company in regards to this text and were told to tell the customer to "direct all future communication regarding the matter to our insurance company" and were told that M.R. was attempting to complete the claim with both his insurance and ours.

Per the signed quote, signed by the customer, we have a line item that stated "Once Deposit has been received and work has begun, deposit is non refundable" to protect us from things like this being we already began the work, had labor to pay and paid for supplies.

They were a good customer. This would have been the 2nd remodel we completed for them. I am unsure as to how it is possible that with us NOT replacing the water valve it would start leaking 12 hours after we left site and no one in the house heard the water leaking. Again, we planned to complete the remodel but per our Insurance Company needed to wait until the claim process was completed. M.R decided to hire another contractor to complete the work as he did not like how we "handled" the situation being we would not complete the remodel before our Insurance Adjuster could document the damages. We were notified by M.R. on February 20th that he would be using a different contractor and going through his insurance and not ours. On March 10th, our Insurance notified us that M.R. went through his insurance for the damages. We have not heard from the customer since last communication of February 20th.

See attached doc for response to comments. Per the signed quote; contractor was NOT responsible for the valve nor the internal parts. Signed quote with requested change by customer was for replacement of the TRIM only. Signed Quote by Customer also states No Refund on Deposit once work has begun.