Ferris Home Improvements

Had a full roofing job done.Everything was done in a day.Some minor damage accoured inside from tearing the plywood off (popped nails from nailed drywall) but nothing to complain about since my house was built poorly from the start.They quickly sent someone out to fix (patch) the nails, No problem.Pricing was competitive and they offered one year interest free financing which is what I needed.Everything regarding the work was satisfactory.I give 4 1/2 stars for the work.The only problem I do have is the lack of communication.Most roofers that come to the house take pictures of problem areas before and sometimes after.I assumed that those fotos would at least have been held for thirty days.I clearly requested that I wanted all pictures taken from them to be emailed to me for my records two days after the job was finished.I needed them for my record and also a specific problem area of the roof to see how much damage was done underneath.I know photos were taken by a few people,but after multiple request was told that all pictures were lost.

Was told that the person who took the shots had a phone failure and lost all the photos.The sales associate said I should've requested photos before the job was started.Through all of this I have the impression that once the job was done and paid for everything else I asked for was trivial and unimportant.I guess that goes for most people you call nowadays.For communication I give 2 1/2 stars.

Now the real question is..Do I recommend them?

I'm going to have to say yes because of the work,pricing and that they offer 0% interest financing for people on a tight budget.But please be aware that you might have to call a few times on certain things because he might be busy.

Review: 3 years ago we contracted Ferris to re-do our master bathroom. We had a leak from the existing shower that created a hole in our kitchen ceiling. They installed a new shower and tub and fixed the leak in the ceiling. From the minute we paid the last installment we were unable to get back in touch with them. We called the contractor who did the repairs numerous times shortly after he finished because we noticed some issues with the tub and the piping in the wall. He never acknowledged our calls. Fast forward 3 years and we have another leak in our kitchen ceiling. We had a contractor at our house working on some other issues and asked him to take a look. He deduced that when the new tub that was installed by Ferris they never sealed the drain and that the caulking of the tub was not done properly. Upon hearing this I called Ferris to explain the situation. I asked them to reimburse us for the repairs the new contractor was doing. They told me because we didn’t call them first, they would not honor their warranty and their work. I have 2 small children and a kitchen with a leaking ceiling is a hazard for them and for us. I certainly wasn’t going to wait for Ferris to come out when someone else was already there. So they refuse to pay for the new repairs and stand behind their workDesired Settlement: We would like Ferris to pay for the new repairs that had to be done to our home

Business

Response:

Ms. M, I am very sorry to hear that you did not enjoy your bathroom remodel experience with our company. When we received your complaint, I immediately began an internal review of your job and our records to find out exactly what happened and how we can continually improve upon our operations. The following are the facts that I have gathered through our contract and correspondence records. On 2/17/12, our company representative gave you an estimate for a bathroom remodel. Your husband, Mr. M., signed and accepted the contract on 2/20/12. We began the work, and on 2/23/12, Mr. M signed a Change Order form to install an upgraded tub with a heater instead of a standard tub. Upon completion of the work on 2/29/12, Mr. M signed the same Change Order contract again, on an Acceptance Signature line stating that “I am 100% satisfied with the above work.” According to your complaint, you called the serviceman who performed the work directly numerous times following the completion of the work. Unfortunately, shortly after your job was completed, this serviceman decided to part ways with Ferris Home Improvements, a decision that was completely outside of our control. Since the completion of the job three years ago, you did not once call our offices when you were unable to reach him. We had no knowledge of your leak or dissatisfaction until June 2015. The first we heard of your leak and dissatisfaction was when you called our office to ask for money to pay for damages that we never were given the chance to inspect to determine the exact cause. As founder, President, and as the proud owner of this company with my family name on this business, I stand by our craftsmanship and honesty 100%. I would have personally met with you to listen to your complaint, inspect the issue, and if it was in fact our fault, I would have made us tear out our work and redo it completely at our own expense. It is the right thing to do, and it is why our company’s reputation holds strong throughout the area. I could not do any of these things to determine whether we were at fault because you eliminated all of the evidence. In this industry, there is a popular, yet ugly habit of blaming previous contractors for damages or shoddy work. Oftentimes, contractors attempt to gain your trust and secure your future work through such tactics. Your original contract had no warranty in the description of work, however every job we complete comes with a minimum one year labor warranty. More importantly, despite the time elapsed since the completion of your job, we would have come out to your home and inspected the leak as well as correct and repair the work if it was in fact our fault, because we stand by our work and our reputation. A leaking ceiling IS indeed a hazard for your family, as well as 2 small children, and it should have merited a call to our offices three years ago for immediate inspection, which our office staff would have ensured took place. We cannot retroactively pay your bill for work done by another contractor who claims the repairs were our fault. We should have been notified prior to the repairs to inspect the damage first to determine whether or not it is our work that caused the damage. For these reasons, we will not be meeting your desired settlement demands of paying for the completed repairs. Thank you for your feedback, as it is always sincerely heard and reviewed. I do sincerely wish you the best with your future home remodel endeavors and wish you a wonderful summer with your family. Sincerely, [redacted]

Consumer

Response: