To Whom It May Concern: In response to the complaint you have received that is identified by I.D# [redacted] , I will try to respond to each issue in the order they were receivedPermits: This job started out much simpler in its scope, compared to its final formIn hindsight, permits should have been obtained prior to performing any of the work, so that everyone concerned would be protectedAs the work was being performed the job scopes escalated to adding fixtures, electrical, and much more complexity where re-plumbing was concernedThe first component of the job was a stair-lifter installed in a basement stairway that does not need a permit applicationThe next component is easiest to call a landscaping job, where re-configuring a driveway and creating a front yard was involved, again not requiring a permitNext was a bathroom remodel, which, at the time we estimated it, was simply replacing a tub with a shower that again did not require a permitThe scope of that job quickly evolved into relocating all the drains, feeds, and electricalNew fixtures were added to the scope as wellThese change-orders were added as the bathroom job was being doneThe customer’s request that this be completed by Christmas was also a contributing factor in our failure to begin a permit applicationThere is currently a completed, approved permit from the township that will result in all required inspectionsIt is my hope that these inspections get done quickly.The next complaint is that FHM will not provide itemized billingWe had provided a total of separate invoices that were very specific regarding the charges with itemizationsI had provided the customer with a detailed breakdown of our direct expenses to support the invoices that were createdI have never provided a customer with the direct expenses, or “cost of goods sold” beforeI do acknowledge that with the daily changes to the scope of the job, that estimates, and ongoing invoicing was impossible to keep up with in “real time”, so our Modifications Division Director scheduled weekly meetings to keep the customer “posted” as to the progress, both from a functional perspective and a financial oneI can forward copies of the final invoices, and the progress sheets that were reviewed with and provided to the customer if requestedThere were errors made in this job that required correction, listed below: In the process of relocating the bathroom we missed capping off a discharge line from a water softener that was buried in a finished wall that resulted in flooding a basement bedroomA restoration company was contracted to perform moisture and mold abatementFloors, drywall repair, trim, and painting was done at no cost to the customer to fix the issue We had a licensed plumber come in to inspect the work that we had doneHe installed a vent line through the roof The customer had a “codes” inspector from the township in to look at electrical and plumbing throughout the houseThis created a list of items needing correctionWe approved to pay for local plumbers and electricians to perform these corrections After opening up the kitchen area, plywood was installed as a sub floor, that tile was installed onAfter a few days the customer complained about the grout cracking between the tilesWe had a tile specialist come in, who diagnosed the problem to be not enough screws securing the plywood sub floorWe tore up all the tile, and contracted a tile specialist to the installTo my knowledge the new tile is holding up wellThe customer was inconvenienced where this job had to be done twice until it was rightWe paid for two nights at a hotel room while this was going onThe reinstallation was not invoiced in any way to the customerIn the end, I do understand this customers complaints with our companyWhile we made many errors throughout the scope of this job, we did insure that all of the issues were fixed, and that the customer now has a quality finished productWe had issued a refund of $1,as a result of adjusting out some of the labor hours in lieu of hours spent painting that was re-doneThe customer states that she would like a billing adjustment to be doneWe have done that, and continue to provide finished details to try to end up with a satisfied customerAgain I understand the frustration that my company has caused this customer, but we have been very diligent in working with the customer to insure that the final product is rightThis customer now has: A reworked driveway and font yard A new concrete and [redacted] wheelchair accessible ramp to the front door Remodeled Kitchen with ADA customizations, tile floors and a relocated bathroom wallA remodeled bathroom, with a new shower, and tubStair Lift in the basement stepsNew [redacted] ramp from the rear patio to the back doorAll new interior doors throughout the houseNew paint on all remodeled areasPlease feel free to contact me if additional information is required.Steve B
To Whom It May Concern: In response to the complaint you have received that is identified by I.D# [redacted] , I will try to respond to each issue in the order they were receivedPermits: This job started out much simpler in its scope, compared to its final formIn hindsight, permits should have been obtained prior to performing any of the work, so that everyone concerned would be protectedAs the work was being performed the job scopes escalated to adding fixtures, electrical, and much more complexity where re-plumbing was concernedThe first component of the job was a stair-lifter installed in a basement stairway that does not need a permit applicationThe next component is easiest to call a landscaping job, where re-configuring a driveway and creating a front yard was involved, again not requiring a permitNext was a bathroom remodel, which, at the time we estimated it, was simply replacing a tub with a shower that again did not require a permitThe scope of that job quickly evolved into relocating all the drains, feeds, and electricalNew fixtures were added to the scope as wellThese change-orders were added as the bathroom job was being doneThe customer’s request that this be completed by Christmas was also a contributing factor in our failure to begin a permit applicationThere is currently a completed, approved permit from the township that will result in all required inspectionsIt is my hope that these inspections get done quickly.The next complaint is that FHM will not provide itemized billingWe had provided a total of separate invoices that were very specific regarding the charges with itemizationsI had provided the customer with a detailed breakdown of our direct expenses to support the invoices that were createdI have never provided a customer with the direct expenses, or “cost of goods sold” beforeI do acknowledge that with the daily changes to the scope of the job, that estimates, and ongoing invoicing was impossible to keep up with in “real time”, so our Modifications Division Director scheduled weekly meetings to keep the customer “posted” as to the progress, both from a functional perspective and a financial oneI can forward copies of the final invoices, and the progress sheets that were reviewed with and provided to the customer if requestedThere were errors made in this job that required correction, listed below: In the process of relocating the bathroom we missed capping off a discharge line from a water softener that was buried in a finished wall that resulted in flooding a basement bedroomA restoration company was contracted to perform moisture and mold abatementFloors, drywall repair, trim, and painting was done at no cost to the customer to fix the issue We had a licensed plumber come in to inspect the work that we had doneHe installed a vent line through the roof The customer had a “codes” inspector from the township in to look at electrical and plumbing throughout the houseThis created a list of items needing correctionWe approved to pay for local plumbers and electricians to perform these corrections After opening up the kitchen area, plywood was installed as a sub floor, that tile was installed onAfter a few days the customer complained about the grout cracking between the tilesWe had a tile specialist come in, who diagnosed the problem to be not enough screws securing the plywood sub floorWe tore up all the tile, and contracted a tile specialist to the installTo my knowledge the new tile is holding up wellThe customer was inconvenienced where this job had to be done twice until it was rightWe paid for two nights at a hotel room while this was going onThe reinstallation was not invoiced in any way to the customerIn the end, I do understand this customers complaints with our companyWhile we made many errors throughout the scope of this job, we did insure that all of the issues were fixed, and that the customer now has a quality finished productWe had issued a refund of $1,as a result of adjusting out some of the labor hours in lieu of hours spent painting that was re-doneThe customer states that she would like a billing adjustment to be doneWe have done that, and continue to provide finished details to try to end up with a satisfied customerAgain I understand the frustration that my company has caused this customer, but we have been very diligent in working with the customer to insure that the final product is rightThis customer now has: A reworked driveway and font yard A new concrete and [redacted] wheelchair accessible ramp to the front door Remodeled Kitchen with ADA customizations, tile floors and a relocated bathroom wallA remodeled bathroom, with a new shower, and tubStair Lift in the basement stepsNew [redacted] ramp from the rear patio to the back doorAll new interior doors throughout the houseNew paint on all remodeled areasPlease feel free to contact me if additional information is required.Steve B