DWC did contract with Mr [redacted] last year for work to be done on his propertyUpon completion, Mr [redacted] informed us that the installers had damaged casement windows during the installationWe worked as quickly as we could to get these two windows replacedOnce we informed Mr [redacted] that the replacements were in, he then informed us of a third damaged window that was not previously mentionedWe ordered the third window and made numerous attempts to contact Mr [redacted] to schedule installationWe never received a response from him until we sent him a letter requesting payment for work that was completedAt that point, Mr [redacted] contacted us and scheduled the installation of the windows in December.Once the windows were complete, we were unable to reach Mr [redacted] by phoneWe left numerous messages and mailed invoices for his balance dueFinally, in late January, Mr [redacted] responded with a letter stating there was a leak in the roofThe following day, we sent a technician to his home to inspect and repair the leakMr [redacted] was not home, however his wife led the technician to the leak in questionThe technician informed Mrs [redacted] that the leak was from a plumbing pipe above the bathroom ceiling, however he repaired the leak anywayMrs [redacted] was ecstatic and informed the technician that "the leak had been an ongoing problem since they moved into the house and couldn't wait until they moved out of it."We then tried to contact Mr [redacted] again for payment on his final balanceNo responseSo we mailed another letter to him with the invoiceThis time he wrote a letter back stating that the numbers on the invoice were incorrectAfter not receiving another returned call to Mr [redacted] , we sent him another letter with copies of insurance scope, payments, and original contract stating that the amounts we sent him were correctWe also made numerous calls to his insurance company to try to figure out where the difference wasThe insurance company would not return phone calls and the automated system was stating that all funds had been released to homeowner and the claim was closedWe were under the impression that the insurance company released all funds as stated on their automated system, and that Mr [redacted] had the fundingAfter we made numerous attempts to contact him with no response, we involved our attorney, who sent Mr [redacted] a letter requesting paymentOnce Mr [redacted] received the letter, he called us and was very irateHe informed us that collecting the money from the insurance company was our issue to deal with and he had already done his partWe tried to explain to Mr [redacted] , that being the contractor, there is only so much information we can get from the insurance company and that he would have to contact them.We tried once again to contact his insurance company, trying many different extensions, until we could finally get a live person who informed us that the claim was sitting inactive and the original adjuster handling the claim was no longer with themThey then requested an invoice to release final funds as they couldn't locate the one previously submitted.We submitted the requested invoice and reached out and apologized to Mr [redacted] for all of the confusion that this process had turned into
DWC Roofing Company is handling Mr [redacted] 's request Mr [redacted] has been a great customer to DWC and we will make sure his needs are taken care of This is not typical of our company as we have thousands of satisfied customers to date and DWC would like to extend an apology for the length of time it has taken to perform the minor repair to the downspout
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 The attachment provided by DWC is not accurate, in fact, it is false They did suggest a downspout, but I never approved that work and they did it anywayAlso, Scott told me my gutter board was fine and did not need replacedThe gutter board did not get replaced as the project manager has stated in his attachmentThis document is and I do not accept that they will not fix what I did not want them to doThis company came on to my property without my permission and did a repair that I did not want and did not approveMy warranty is not up until July and this company needs to fix the mistakes they made and stop lying about what work they have done Regards, [redacted] ***
DWC has taken the time to review this complaint Although we do not have proof any of our employees drinking on the job, we do take the complaint seriously and do not condone this type of behavior DWC will deal with it appropriately and as needed When Mrs [redacted] entered into contract with DWC she signed off on additional work to be done if/when DWC was able to obtain any supplements from the insurance company This is where the additional money came from and the original contract amount of $5,no longer applied We understand there is an ongoing issue with the electrical supply DWC is willing to send Mrs [redacted] $to take care of the issue with an electrician of her choosing We spoke with Mrs [redacted] 's son last week so the issues at hand had already been resolved Again, DWC Restoration is a family owned company in Indiana which believes in providing the highest quality products and services We are committed to creating satisfied customers every step of the way, even after a mistake has been made
First we appreciate all feedback, positive or negative, as it helps us to work harder to achieve our customer satisfactionIn regards to Mr***'s claims, there were a few inaccuracies that we would first like to addressIn regards to the gutter issues, DWC only changed the gutter guards and two
downspoutsOne downspout was on the front of the property, the other was on the backNeither of these were the are causing the issues that Mr*** is referring toWe did replace the gutter guards with the exact same style, color, etc as what was previously on the house, per the customer requestThe project manager, Cody S***, as well as the production manager, Rob Peddie both explained to Mr*** that we do not typically like using those particular gutter guards because they tend to have issues, however Mr*** insisted he wanted the exact same ones back onIn the area of the complaint, we did not touch the gutters or downspouts, we only replaced the gutter screens. As far as the flashing goes, Cody went out to the home and inspected the work completed and everything was caulked, sealed, etc and he could not locate where there was any leaking from our workThe staining on the home appeared to be preexisting due to the color, which takes a longer period of time to achieve and not due to any work that was recently completed by our companyIt appears the gutters were cut short to begin with, allowing the water to leak behind the gutters, down the exterior wall of the house. The only resolutions that we have would be to:A) Install a new run of gutters at the proper length, orB) Install a piece of trim coil to act as a diverter to redirect the water back towards the gutter
The customer signed a contract with us on May the 1st The job was completed on June 26th 2013.Customer signed Certificate of Completion Form on July 5th Had to file Intent to Lien on August 26thReceived final payment August 28th There was a year
workmanship warranty on the work. June 20th was first repair requestJune 27th crew went out and detached and reset gutter along front of houseJanuary 12th second repair request came in same issueFeb 17th subcontractor went out again and addressed issueApril 28th third repair request came in (days prior to warranty being over) April 30th I, (Michael G***) production manager went out to look at problemI have added my repair report with this responsewe feel we have done more than everything that was sufficient to address this problemIf any more documentation is needed please feel free to contact me
DWC has taken the time to review this complaint. Although we do not have proof any of our employees drinking on the job, we do take the complaint seriously and do not condone this type of behavior. DWC will deal with it appropriately and as needed. When Mrs. [redacted] entered into...
contract with DWC she signed off on additional work to be done if/when DWC was able to obtain any supplements from the insurance company. This is where the additional money came from and the original contract amount of $5,009 no longer applied. We understand there is an ongoing issue with the electrical supply. DWC is willing to send Mrs. [redacted] $800 to take care of the issue with an electrician of her choosing. We spoke with Mrs. [redacted]'s son last week so the issues at hand had already been resolved. Again, DWC Restoration is a family owned company in Indiana which believes in providing the highest quality products and services. We are committed to creating satisfied customers every step of the way, even after a mistake has been made.
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.The day after I submitted this complaint the company finally sent two workers out to add the needed flashing to direct the water into the gutter instead of down the stone siding. I accept that, even though it took 2 months to get it done.But I do not accept the response from whomever at the company wrote it (I didn't see any name listed) as the inaccuracies listed are mostly on their part and I believe the public should know such.First of all, if you read my complaint, I never stated that the offending downspout had been replaced by the company. I said that when they installed the new gutter covers, they didn't cut the hole properly thus the end of the downspout from the roof above was incorrectly positioned so that it stuck out past the edge of the gutter causing the runoff from that downspout to run down the stone siding. If you look at the pictures they submitted with their complaint response (taken by Cody) you will see the green stone siding from the overflowing water and the mis-positioned downspout.Secondly, the gutter guards were not the "exact same style, etc." that I had before as they stated, because my previous ones were able to channel the hard rains into the gutter without overflowing. Cody S[redacted] never stated that "we do not typically like using those particular gutter guards because they tend to have issues." And this Rob Peddie only said that when I called the company on 7/28. I never insisted that I wanted those guards because I hadn't been told there was a known problem with them. The only true statement is that they were the same color.Lastly, the green staining WAS NOT "preexisting" as I have lived here for 10 years and never had that problem before. I actually power washed the stone siding the day after Cody came out and took his pictures and it was already turning green again by 7/12/17 when I removed the gutter guards and re-positioned the downspout to inside the gutter myself, thus stopping the majority of the overflow.After all this, they never explained why it took two months and many texts and phone calls to finally get someone to partially fix the problem (I had to fix the majority of the problem by taking off the gutter guards and properly positioning the downspout).
Regards,
[redacted]
DWC Roofing Company is handling Mr. [redacted]'s request. Mr. [redacted] has been a great customer to DWC and we will make sure his needs are taken care of. This is not typical of our company as we have thousands of satisfied customers to date and DWC would like to extend an apology for the...
length of time it has taken to perform the minor repair to the downspout.
DWC did contract with Mr. [redacted] last year for work to be done on his property. Upon completion, Mr. [redacted] informed us that the installers had damaged 2 casement windows during the installation. We worked as quickly as we could to get these two windows replaced. Once we informed Mr. [redacted] that...
the replacements were in, he then informed us of a third damaged window that was not previously mentioned. We ordered the third window and made numerous attempts to contact Mr. [redacted] to schedule installation. We never received a response from him until we sent him a letter requesting payment for work that was completed. At that point, Mr. [redacted] contacted us and scheduled the installation of the windows in December.Once the windows were complete, we were unable to reach Mr. [redacted] by phone. We left numerous messages and mailed 2 invoices for his balance due. Finally, in late January, Mr. [redacted] responded with a letter stating there was a leak in the roof. The following day, we sent a technician to his home to inspect and repair the leak. Mr. [redacted] was not home, however his wife led the technician to the leak in question. The technician informed Mrs. [redacted] that the leak was from a plumbing pipe above the bathroom ceiling, however he repaired the leak anyway. Mrs. [redacted] was ecstatic and informed the technician that "the leak had been an ongoing problem since they moved into the house and couldn't wait until they moved out of it."We then tried to contact Mr. [redacted] again for payment on his final balance. No response. So we mailed another letter to him with the invoice. This time he wrote a letter back stating that the numbers on the invoice were incorrect. After not receiving another returned call to Mr. [redacted], we sent him another letter with copies of insurance scope, payments, and original contract stating that the amounts we sent him were correct. We also made numerous calls to his insurance company to try to figure out where the difference was. The insurance company would not return phone calls and the automated system was stating that all funds had been released to homeowner and the claim was closed. We were under the impression that the insurance company released all funds as stated on their automated system, and that Mr. [redacted] had the funding. After we made numerous attempts to contact him with no response, we involved our attorney, who sent Mr. [redacted] a letter requesting payment. Once Mr. [redacted] received the letter, he called us and was very irate. He informed us that collecting the money from the insurance company was our issue to deal with and he had already done his part. We tried to explain to Mr. [redacted], that being the contractor, there is only so much information we can get from the insurance company and that he would have to contact them.We tried once again to contact his insurance company, trying many different extensions, until we could finally get a live person who informed us that the claim was sitting inactive and the original adjuster handling the claim was no longer with them. They then requested an invoice to release final funds as they couldn't locate the one previously submitted.We submitted the requested invoice and reached out and apologized to Mr. [redacted] for all of the confusion that this process had turned into.
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.
This was the response I submitted 3/17/2017 The business has not apologized nor accept responsibility for any of the issues encountered.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.While I certainly appreciate the response from DWC it contains inaccurate information. The initial window damage was reported by their agent, Mr. [redacted] during the initial work to replace the roof. At that time they ordered the replacement windows from Andersen Windows company which apparently took several months to receive and replace. I subsequently found additional window damage and reported this to Mr. [redacted] in August 2016. I also explained there were two leaks in me ceiling following the completion of the roof. I did not hear from DWC until a letter and invoice was mailed to me. I attempted to call DWC several times with no return call. Finally in October a DWC representative I had never met came to my home to assess the damage. A third window was ordered (not an Andersen window) and an inspection of the leaks was conducted. The Window was replaced in Nov-Dec 2017. It was not until I received a letter from their attorney that I called again and explained while the windows were fixed I still had leaks in my roof. Again another DWC representative came out to repair the roof sections. They identified an exhaust fan and vent areas as the culprits. During the roof work a vent pipe had been loosened and the fitting was not connected allowing rain water to drop directly into the ceiling in the 2nd story master bath. It was glued however no offer to repair the ceiling was offered even though they are a restorative company?At no time have any of the DWC representatives in person, via letter, email or phone call, apologized.All of this probably could have been handled better had Steve (identified as the owner) called me and explained the Mr. [redacted] no longer worked for them and that any subsequent issues should be reported directly to DWC. I operated under the assumption that Mr. [redacted] was still the responsible party and in fact when I contacted him in January 2017, suddenly [redacted] was responsive and released the remainder of the funds which I promptly sent to DWC.I continue to be dissatisfied with the workmanship and customer service of DWC. Apparently it is their common practice to send threatening letters to customers in hopes of receiving funds owed by the insurance companies. I would not recommend DWC to anyone and continue to stand by the fact that this has been a customer service nightmare. This company needs to pick up the phone and call customers make them aware of changes in personnel, timing of repairs, issues with receiving response from insurance companies or changes within amounts owed or anticipated. This was not done. Regards, [redacted]
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.
The attachment provided by DWC is not accurate, in fact, it is false. They did suggest a downspout, but I never approved that work and they did it anyway. Also, Scott told me my gutter board was fine and did not need replaced. The gutter board did not get replaced as the project manager has stated in his attachment. This document is false and I do not accept that they will not fix what I did not want them to do. This company came on to my property without my permission and did a repair that I did not want and did not approve. My warranty is not up until July 5 and this company needs to fix the mistakes they made and stop lying about what work they have done.
Regards,
[redacted]
We went out and repaired everything to Mrs***'s preferencesPlease see attached for of release signed by Mrs***.Thank you
DWC did contract with Mr [redacted] last year for work to be done on his propertyUpon completion, Mr [redacted] informed us that the installers had damaged casement windows during the installationWe worked as quickly as we could to get these two windows replacedOnce we informed Mr [redacted] that the replacements were in, he then informed us of a third damaged window that was not previously mentionedWe ordered the third window and made numerous attempts to contact Mr [redacted] to schedule installationWe never received a response from him until we sent him a letter requesting payment for work that was completedAt that point, Mr [redacted] contacted us and scheduled the installation of the windows in December.Once the windows were complete, we were unable to reach Mr [redacted] by phoneWe left numerous messages and mailed invoices for his balance dueFinally, in late January, Mr [redacted] responded with a letter stating there was a leak in the roofThe following day, we sent a technician to his home to inspect and repair the leakMr [redacted] was not home, however his wife led the technician to the leak in questionThe technician informed Mrs [redacted] that the leak was from a plumbing pipe above the bathroom ceiling, however he repaired the leak anywayMrs [redacted] was ecstatic and informed the technician that "the leak had been an ongoing problem since they moved into the house and couldn't wait until they moved out of it."We then tried to contact Mr [redacted] again for payment on his final balanceNo responseSo we mailed another letter to him with the invoiceThis time he wrote a letter back stating that the numbers on the invoice were incorrectAfter not receiving another returned call to Mr [redacted] , we sent him another letter with copies of insurance scope, payments, and original contract stating that the amounts we sent him were correctWe also made numerous calls to his insurance company to try to figure out where the difference wasThe insurance company would not return phone calls and the automated system was stating that all funds had been released to homeowner and the claim was closedWe were under the impression that the insurance company released all funds as stated on their automated system, and that Mr [redacted] had the fundingAfter we made numerous attempts to contact him with no response, we involved our attorney, who sent Mr [redacted] a letter requesting paymentOnce Mr [redacted] received the letter, he called us and was very irateHe informed us that collecting the money from the insurance company was our issue to deal with and he had already done his partWe tried to explain to Mr [redacted] , that being the contractor, there is only so much information we can get from the insurance company and that he would have to contact them.We tried once again to contact his insurance company, trying many different extensions, until we could finally get a live person who informed us that the claim was sitting inactive and the original adjuster handling the claim was no longer with themThey then requested an invoice to release final funds as they couldn't locate the one previously submitted.We submitted the requested invoice and reached out and apologized to Mr [redacted] for all of the confusion that this process had turned into
DWC Roofing Company is handling Mr [redacted] 's request Mr [redacted] has been a great customer to DWC and we will make sure his needs are taken care of This is not typical of our company as we have thousands of satisfied customers to date and DWC would like to extend an apology for the length of time it has taken to perform the minor repair to the downspout
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 The attachment provided by DWC is not accurate, in fact, it is false They did suggest a downspout, but I never approved that work and they did it anywayAlso, Scott told me my gutter board was fine and did not need replacedThe gutter board did not get replaced as the project manager has stated in his attachmentThis document is and I do not accept that they will not fix what I did not want them to doThis company came on to my property without my permission and did a repair that I did not want and did not approveMy warranty is not up until July and this company needs to fix the mistakes they made and stop lying about what work they have done Regards, [redacted] ***
DWC has taken the time to review this complaint Although we do not have proof any of our employees drinking on the job, we do take the complaint seriously and do not condone this type of behavior DWC will deal with it appropriately and as needed When Mrs [redacted] entered into contract with DWC she signed off on additional work to be done if/when DWC was able to obtain any supplements from the insurance company This is where the additional money came from and the original contract amount of $5,no longer applied We understand there is an ongoing issue with the electrical supply DWC is willing to send Mrs [redacted] $to take care of the issue with an electrician of her choosing We spoke with Mrs [redacted] 's son last week so the issues at hand had already been resolved Again, DWC Restoration is a family owned company in Indiana which believes in providing the highest quality products and services We are committed to creating satisfied customers every step of the way, even after a mistake has been made
First we appreciate all feedback, positive or negative, as it helps us to work harder to achieve our customer satisfactionIn regards to Mr***'s claims, there were a few inaccuracies that we would first like to addressIn regards to the gutter issues, DWC only changed the gutter guards and two
downspoutsOne downspout was on the front of the property, the other was on the backNeither of these were the are causing the issues that Mr*** is referring toWe did replace the gutter guards with the exact same style, color, etc as what was previously on the house, per the customer requestThe project manager, Cody S***, as well as the production manager, Rob Peddie both explained to Mr*** that we do not typically like using those particular gutter guards because they tend to have issues, however Mr*** insisted he wanted the exact same ones back onIn the area of the complaint, we did not touch the gutters or downspouts, we only replaced the gutter screens. As far as the flashing goes, Cody went out to the home and inspected the work completed and everything was caulked, sealed, etc and he could not locate where there was any leaking from our workThe staining on the home appeared to be preexisting due to the color, which takes a longer period of time to achieve and not due to any work that was recently completed by our companyIt appears the gutters were cut short to begin with, allowing the water to leak behind the gutters, down the exterior wall of the house. The only resolutions that we have would be to:A) Install a new run of gutters at the proper length, orB) Install a piece of trim coil to act as a diverter to redirect the water back towards the gutter
The customer signed a contract with us on May the 1st The job was completed on June 26th 2013.Customer signed Certificate of Completion Form on July 5th Had to file Intent to Lien on August 26thReceived final payment August 28th There was a year
workmanship warranty on the work. June 20th was first repair requestJune 27th crew went out and detached and reset gutter along front of houseJanuary 12th second repair request came in same issueFeb 17th subcontractor went out again and addressed issueApril 28th third repair request came in (days prior to warranty being over) April 30th I, (Michael G***) production manager went out to look at problemI have added my repair report with this responsewe feel we have done more than everything that was sufficient to address this problemIf any more documentation is needed please feel free to contact me
DWC has taken the time to review this complaint. Although we do not have proof any of our employees drinking on the job, we do take the complaint seriously and do not condone this type of behavior. DWC will deal with it appropriately and as needed. When Mrs. [redacted] entered into...
contract with DWC she signed off on additional work to be done if/when DWC was able to obtain any supplements from the insurance company. This is where the additional money came from and the original contract amount of $5,009 no longer applied. We understand there is an ongoing issue with the electrical supply. DWC is willing to send Mrs. [redacted] $800 to take care of the issue with an electrician of her choosing. We spoke with Mrs. [redacted]'s son last week so the issues at hand had already been resolved. Again, DWC Restoration is a family owned company in Indiana which believes in providing the highest quality products and services. We are committed to creating satisfied customers every step of the way, even after a mistake has been made.
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.The day after I submitted this complaint the company finally sent two workers out to add the needed flashing to direct the water into the gutter instead of down the stone siding. I accept that, even though it took 2 months to get it done.But I do not accept the response from whomever at the company wrote it (I didn't see any name listed) as the inaccuracies listed are mostly on their part and I believe the public should know such.First of all, if you read my complaint, I never stated that the offending downspout had been replaced by the company. I said that when they installed the new gutter covers, they didn't cut the hole properly thus the end of the downspout from the roof above was incorrectly positioned so that it stuck out past the edge of the gutter causing the runoff from that downspout to run down the stone siding. If you look at the pictures they submitted with their complaint response (taken by Cody) you will see the green stone siding from the overflowing water and the mis-positioned downspout.Secondly, the gutter guards were not the "exact same style, etc." that I had before as they stated, because my previous ones were able to channel the hard rains into the gutter without overflowing. Cody S[redacted] never stated that "we do not typically like using those particular gutter guards because they tend to have issues." And this Rob Peddie only said that when I called the company on 7/28. I never insisted that I wanted those guards because I hadn't been told there was a known problem with them. The only true statement is that they were the same color.Lastly, the green staining WAS NOT "preexisting" as I have lived here for 10 years and never had that problem before. I actually power washed the stone siding the day after Cody came out and took his pictures and it was already turning green again by 7/12/17 when I removed the gutter guards and re-positioned the downspout to inside the gutter myself, thus stopping the majority of the overflow.After all this, they never explained why it took two months and many texts and phone calls to finally get someone to partially fix the problem (I had to fix the majority of the problem by taking off the gutter guards and properly positioning the downspout).
Regards,
[redacted]
DWC Roofing Company is handling Mr. [redacted]'s request. Mr. [redacted] has been a great customer to DWC and we will make sure his needs are taken care of. This is not typical of our company as we have thousands of satisfied customers to date and DWC would like to extend an apology for the...
length of time it has taken to perform the minor repair to the downspout.
DWC did contract with Mr. [redacted] last year for work to be done on his property. Upon completion, Mr. [redacted] informed us that the installers had damaged 2 casement windows during the installation. We worked as quickly as we could to get these two windows replaced. Once we informed Mr. [redacted] that...
the replacements were in, he then informed us of a third damaged window that was not previously mentioned. We ordered the third window and made numerous attempts to contact Mr. [redacted] to schedule installation. We never received a response from him until we sent him a letter requesting payment for work that was completed. At that point, Mr. [redacted] contacted us and scheduled the installation of the windows in December.Once the windows were complete, we were unable to reach Mr. [redacted] by phone. We left numerous messages and mailed 2 invoices for his balance due. Finally, in late January, Mr. [redacted] responded with a letter stating there was a leak in the roof. The following day, we sent a technician to his home to inspect and repair the leak. Mr. [redacted] was not home, however his wife led the technician to the leak in question. The technician informed Mrs. [redacted] that the leak was from a plumbing pipe above the bathroom ceiling, however he repaired the leak anyway. Mrs. [redacted] was ecstatic and informed the technician that "the leak had been an ongoing problem since they moved into the house and couldn't wait until they moved out of it."We then tried to contact Mr. [redacted] again for payment on his final balance. No response. So we mailed another letter to him with the invoice. This time he wrote a letter back stating that the numbers on the invoice were incorrect. After not receiving another returned call to Mr. [redacted], we sent him another letter with copies of insurance scope, payments, and original contract stating that the amounts we sent him were correct. We also made numerous calls to his insurance company to try to figure out where the difference was. The insurance company would not return phone calls and the automated system was stating that all funds had been released to homeowner and the claim was closed. We were under the impression that the insurance company released all funds as stated on their automated system, and that Mr. [redacted] had the funding. After we made numerous attempts to contact him with no response, we involved our attorney, who sent Mr. [redacted] a letter requesting payment. Once Mr. [redacted] received the letter, he called us and was very irate. He informed us that collecting the money from the insurance company was our issue to deal with and he had already done his part. We tried to explain to Mr. [redacted], that being the contractor, there is only so much information we can get from the insurance company and that he would have to contact them.We tried once again to contact his insurance company, trying many different extensions, until we could finally get a live person who informed us that the claim was sitting inactive and the original adjuster handling the claim was no longer with them. They then requested an invoice to release final funds as they couldn't locate the one previously submitted.We submitted the requested invoice and reached out and apologized to Mr. [redacted] for all of the confusion that this process had turned into.
We went out and repaired everything to Mrs. [redacted]'s preferences. Please see attached for of release signed by Mrs. [redacted].Thank you
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.
This was the response I submitted 3/17/2017 The business has not apologized nor accept responsibility for any of the issues encountered.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.While I certainly appreciate the response from DWC it contains inaccurate information. The initial window damage was reported by their agent, Mr. [redacted] during the initial work to replace the roof. At that time they ordered the replacement windows from Andersen Windows company which apparently took several months to receive and replace. I subsequently found additional window damage and reported this to Mr. [redacted] in August 2016. I also explained there were two leaks in me ceiling following the completion of the roof. I did not hear from DWC until a letter and invoice was mailed to me. I attempted to call DWC several times with no return call. Finally in October a DWC representative I had never met came to my home to assess the damage. A third window was ordered (not an Andersen window) and an inspection of the leaks was conducted. The Window was replaced in Nov-Dec 2017. It was not until I received a letter from their attorney that I called again and explained while the windows were fixed I still had leaks in my roof. Again another DWC representative came out to repair the roof sections. They identified an exhaust fan and vent areas as the culprits. During the roof work a vent pipe had been loosened and the fitting was not connected allowing rain water to drop directly into the ceiling in the 2nd story master bath. It was glued however no offer to repair the ceiling was offered even though they are a restorative company?At no time have any of the DWC representatives in person, via letter, email or phone call, apologized.All of this probably could have been handled better had Steve (identified as the owner) called me and explained the Mr. [redacted] no longer worked for them and that any subsequent issues should be reported directly to DWC. I operated under the assumption that Mr. [redacted] was still the responsible party and in fact when I contacted him in January 2017, suddenly [redacted] was responsive and released the remainder of the funds which I promptly sent to DWC.I continue to be dissatisfied with the workmanship and customer service of DWC. Apparently it is their common practice to send threatening letters to customers in hopes of receiving funds owed by the insurance companies. I would not recommend DWC to anyone and continue to stand by the fact that this has been a customer service nightmare. This company needs to pick up the phone and call customers make them aware of changes in personnel, timing of repairs, issues with receiving response from insurance companies or changes within amounts owed or anticipated. This was not done. Regards, [redacted]
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.
The attachment provided by DWC is not accurate, in fact, it is false. They did suggest a downspout, but I never approved that work and they did it anyway. Also, Scott told me my gutter board was fine and did not need replaced. The gutter board did not get replaced as the project manager has stated in his attachment. This document is false and I do not accept that they will not fix what I did not want them to do. This company came on to my property without my permission and did a repair that I did not want and did not approve. My warranty is not up until July 5 and this company needs to fix the mistakes they made and stop lying about what work they have done.
Regards,
[redacted]