First State Stucco

To whom it may concern, It is my intention, as a representative of First State Stucco LLC, to respond to Mr***'s complaints and allegations honestly and competentlyI feel that we, as a company, have made every attempt to resolve issues brought to light by Mr***, before, during, and after completion of the projectThat being said, I am rather astonished by the allegations made by Mr***, and also concernedThough my first instinct is to defend myself and the company, I am going to maintain the position of fairness and resolveI will not speculate as to the intention of the customer's complaint, instead I will attempt to understand the issue so that some version of fair resolve be metWith the above statement, I do have to point out the allegations within the complaint are obviously false, many of them not even bordering the truth so that it could be said to be misconstrued by the customerAny complaints that may damage the reputation of our business, whether it be a slander and/or libel form of defamation, shall not be taken lightlyI point out the scenario of slander because I have received information from individuals (that I have a working relationship with, in which we depend on each other for services) of Mr***'s dissatisfactionI ask that Mr*** cease and desist with this damaging manner of carrying out his campaign, and rather communicate rationally and with intention of resolveI have attempted to resolve this issue, and still have the intention to make every effort to do soHowever, I cannot find the means to do so when allegations (and direct insults) are made against myself and other members of this companyI will answer the questions about scope of work, as follows: >Mr*** was provided with the scope of work, as detailed within our proposal dated 10/15/Our proposal is based directly on the Vulnerable Area Stucco Evaluation by Stucco Diagnostics, dated 10/4/Through several communications with First State Stucco employees, including an on-site visit to explain the scope of work, Mr*** approved the proposal, also providing a 50% deposit on 10/26/He was also given a discount of $450, and was because of his (and his realtors) expressed concern of the time sensitivity, we moved him ahead of all ongoing projects on our schedule>The first line item within this projects scope of work is the grinding and sealing of window and door expansion jointsTo directly quote the customer provided scope of work, it reads as follows, "Window and Door Expansion Joints - Create expansion joints around all windows/doors within the Stucco Field by grinding a 1/2" channel on (3) sides and sealing with Sika-Flex Stucco Sealant"This is a task that is typical of all Stucco Remediation projects performed by First State Stucco, and was also derived directly from the Vulnerable Area Stucco Evaluation, pages 16-If this was something that Mr*** did not want completed, it was never made aware to us until receipt of this complaint>Upcharges - Due to the nature of our work, many projects are subject to an issue of a change orderHomes with Stucco Systems that have not been properly maintained may have damages not immediately visible, requiring a qualified contractor and/or otherwise to perform destructive testing at areas of high moisture readingsThis allows these areas to be assessed for repairs effectively and competentlyThe cost of these "unforeseen conditions" cannot be provided without performance of workThis is the nature of Stucco Remediation, which can be confirmed by any Stucco Remediation Contractor and/or InspectorTo add to this further, the Vulnerable Area Stucco Evaluation directs a qualified Stucco Remediation Contractor to perform destructive testing so that further repairs may be assessedAlso, our scope of work recommends the customer to allow for these unforeseen costs>Summary of Work - Typically, we issue a Summary of Work after all work is completedThis Summary of Work verifies the completion of all items directed for repair by the inspector, and also provides the customer documentation of the Stucco System upgrades, verifying that it is now a satisfactorily operating systemIt is our position that this Summary of Work is issued at time of job closeoutWe pride ourselves on our knowledge and qualifications, and with retaining this reputation in mind, we cannot and will never issue a Summary of Work that is falseI am somewhat confused by the customers' issue with thisAt this point, I am not sure how to carry forwardI have never experienced a situation such as this; all of our previous customers are very happy with our services, not to mention the relationships created with themEven after the completion of projects, many customers stay in touch with *** and I, further obtaining our services and our friendshipI would like to request the Revdex.com to assist me with this matter, so that some resolve be metHaving one dissatisfied customer definitely overshadows the countless satisfied customers, and honestly, I have taken this to heartI would like to change Mr***'s outlook on this project, he was provided with an excellent service from a company that goes above and beyond for their clientele on a daily basisThank you for any help you can provide with this matter, *** *** *** *** First State Stucco, LLC Sent on: 11/30/3:00:AM Sent by:

To whom it may concern, We were contracted by Mr*** to repair his home's Stucco System so that he may sell his home, as per the scope of work provided with our proposalOur proposal was accepted by Mr***, along with a 50% deposit (we also lowered the original price by $450)We require
all customers to provide a 50% deposit, which is explained on the proposalWe also require that payment, in full, is due upon receiptThis is clearly explained within the proposal, tooEven though our schedule is booked out well until next year, we immediately began the work at Mr***'s homeHe expressed his concerns to us about him closing on his home within the next few weeks, and could not do so unless this work was completedBeing that a major portion of our customers are in the position of home sales and possible deadlines, we tend to do everything we can to help them during this stressful timeIn regards to the scope of work; our proposals are based off of a Stucco Inspection Report, which has recommendations for bringing the Stucco System back to an operational and code-compliant systemOur proposed Scope of Work provided to Mr*** was as follows: Windows and Door Expansion Joints, Wall Penetrations, Kick Out Flashing, Secondary Flashing, Assessments, and various areas of Stucco RemediationAll of these items were directed by the Stucco Inspection, and were necessary to obtain a code compliant systemAll items were completed as per the agreed scope of work, except for the areas of Stucco RemediationUpon visual inspection of the intended areas of Stucco Remediation, we did not observe the typical deterioration conditions of an area in need of such a taskIn the best interest of the customer (in regards to lowering costs of the final project), we instead performed pressure testing at all of these areasThe testing indicated the areas to be acceptable, with no need for further repairs*** Dickson (part owner and Field/Quality Control Superintendent) approached Mr*** at the job site to explain the situation, and that cost of the project would be less than originally proposedHe was unable to do so, due to Mr***'s combative and belligerent behavior*** called me at the office as soon as he was done the attempted communication with Mr***, and explained his frustrationHe was shaken by the interaction, and explained to me how Mr*** spoke to him in an angry and demeaning mannerHe said it seemed that Mr*** thought we were "ripping him off", and called *** a thief and various other things*** also told me that whenever he tried to answer Mr***'s demanding questions, Mr*** would cut him off immediately, and manipulate the answer so that it sounded like we were threatening, or being dishonest*** asked me to communicate with Mr*** from that point onWe completed the project, and all paperwork was processed, awaiting paymentI called Mr*** directly, so that I could email (I didn't have his email address) him the invoice, and also explain the final chargesI left him a message, and he called me back later in the eveningUpon receiving his call, I proceeded to tell Mr*** the final price of the project, and also the amount of the remaining balanceHe became extremely upset with meJust like with ***, he called me a thief, a blackmailer, and was very belligerentHe would not let me explain the invoiceTruthfully, he wouldn't even let me get more than three words outThere were no threats made by myself, or any other representative of First State StuccoYes, I did explain to him that a Summary of Work would not be issued until we receive payment, as was the case with the (so far) other happy customers we worked with this yearUnfortunately, we have found out the hard way that this is a necessary policy in this business, and implement itAfter being yelled at and belittled by Mr*** for several minutes, he then hung up on meI have to point out that at no time did anyone ever say Mr*** is "going down", or whatever it is he thought we saidHonestly, I'm embarrassed to even acknowledge that statement*** and I are in business because we have a passion for providing excellent customer service, along with many other construction-related talentsIt is disturbing to think that a customer believes he was spoken to in that mannerI also have to point out that after my attempted communication with Mr***, I was very bewildered and upsetI called several people that were assisting with the home sale, and asked if there was anything we were doing wrong as a company, or if there was something I wasn't seeing that could have been done in a better fashionEveryone I spoke to said that Mr*** is very difficult to communicate with, and that I shouldn't take it personallyHonestly, I regret this is the way the project turned outAs with every customer, I was proud to be able to provide Mr*** with our servicesAnd, as with every customer, *** and I looked for ways we could go above and beyond with our services, making us stand out from the competitionFirst State Stucco intends to stand by our work, with warranty related items included, regardless of the negative interactions with the customerAlso, *** and I have had several meetings about this interaction, and what could've been done to alleviate the situationUnfortunately, I do not think much else could have been doneThere will be no refunds for the work completedMr*** was charged reasonably, and was provided a great serviceAnd, on top of that, we further inspected areas that the Stucco Inspector deemed necessary for repair, and found that these areas were in proper conditionWith the initial discount, and the credit for remediation, we ultimately saved Mr*** moneyThank you, *** *** *** *** First State Stucco, LLC Sent on: 11/12/7:41:AM Sent by:

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This is a classic effort by a dishonest company to flip the tables and try to make the customer look bad I have several witnesses that were present that day that would refute the claims made by *** Since *** was not there, he is going by the accounts of *** who is clearly being dishonest Instead the opposite is true I asked *** in a very non threatening manner about the new scope of work He became aggressive and belligerent and later said in front of a witness "I'm going to take him down" I asked him if I would get a portion of my deposit back, and he said "you are never going to see that money." I had to to to a meeting after this encounter and my wife was actually afraid to be around *** My contractor Travis decided to stay just because my wife did not feel comfortable with *** His partner *** is the most obnoxious person I have ever dealt with I hung up the phone on him because he started screaming at me the minute I questioned the price He is a low class individual who has no idea how to deal with customers This company is dishonest because they quote one price in the contract, but their intention is to upcharge the customer once the project has been accepted Their contract does not break down the price for each service and is filled with loopholes that allows them to charge anything they want I never agreed to having windows sealed This was not communicated to me and is therefore the scope of work was falsely represented The minute I questioned them, everything started going downhill and the obnoxious behavior started *** said to me that "he is the last word on the stucco" and if I didn't let him do what he wanted I would not get a report saying that the stucco was okay It is impossible to believe that sealing all the windows was part of the original contract and the cost would be $that they would be willing to remove a sqft area of stucco from four different areas, repair the underlying plywood, reapply the stucco and color match it for just $ I don't think they gave me any discountif they did that number would be even lower This company clearly saw that they were not going to make the money repairing the stucco so they decided to make money another wayby being dishonest The inspection report did not list sealing around the windows as a major item It was listed as a maintenance item only for windows surrounding the areas in question on the inspection report There was no need to seal around every window This company simply did it to make money.Regards,
*** ***