The accurate production timeline for this job is as follows: 6/16- Date water damage occurred in her kitchen, mitigation and dry our performed by another vendor 7/14- Date we received the assignment from her insurance carrier Week of 7/– Estimator and adjuster agree to a scope of repairs 7/20-Mrs [redacted] signed a contract and the file was sent to production 7/20- Production received the estimate and scheduled the temporary sink installation 7/21- Temporary sink installed 7/27- Mrs [redacted] leaves for vacation 8/- Cabinet installation begins, completed by 8/(then her granite company templated a few weeks later) 8/16- Received tile selection (she purchased) and location where to pick up Week of 8/22- tile floor installation and painting From our perspective, the VBS portion of this project was completed on or around the beginning of September, making this approximately a month long job and an invoice was sent to Mrs [redacted] on 10/Coincidentally, we received an email requesting additional work (cabinet pulls that she purchased and asked that we install) on or around 10/This additional work was performed the week of October 17th but was not a part of the original insurance scopeWe asked for payment in full last week as we felt that we have gone above and beyond to make this customer satisfiedA Revdex.com complaint was the last thing we expected in regards to this jobThe complaint appears to be related to the time the job took and we regret her dissatisfaction but many activities are uncomfortable during any insurance repair, regardless of the job’s sizeHowever the delays in this instance were caused in large part because of her decisions/actionsTo start, she hired her own vendor to schedule and complete a timely aspect of the job around our crew and vendorsShe decided to hire her own vendor (who we do not use) to install the granite countertops after the cabinets were completely installed by 8/Her vendor took weeks to template and another couple to install and we came back and finished the plumbing soon thereafter Besides the vacation, another pause generated by Mrs [redacted] was due to personal medical reasons (mentioned in her complaint) where she, a day or so in advance, would call/email and cancel the scheduled crew from working so that she could make appointmentsAfter the appointments, she expected us to be there the next day only to hear that the crew had been sent elsewhere because there was an opening created by herThe crew would be back as quickly as possible but they were off completing another job, created by the vacuum that Mrs [redacted] insist happen Furthermore, the kitchen, although not pristine, was functional starting the day after production received the file/estimate from the estimator, allowing it to be fully operational during the rest of the time that the job was ongoing As we understand it and the workflow timeline indicates, these delays were largely related to the customer and we worked as hard as she would allow us to complete this job in a timely manner around vacations, doctors’ appointments, her countertop vendor, and extras at the end (completed at no cost) There will not be a discount offered and we expect to be paid full the amount owed for the work completed per the contract/estimate that Mrs [redacted] agreed at the beginning of this process
VBS sent a plumber and the project manager by to inspect and correct any leak issues yesterday 6/1/at noon as requested by [redacted] They waited forty-five minutes but [redacted] did not show They left notes of their visit and moved to the next project
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below My insurance adjuster came to the house, and agreed with everything that I had saidAll my complaints and things that I had said we're completely founded I took down my posts on social media on the good faith that they would remove the charges against me, which they did not doI have not put them back up under advice from my attorneyIf it wasn't for that, they would be up now
It is true that VBS entered into a contract with Mr [redacted] and Mr [redacted] in September of for $2,While VBS was working in their house, they requested additional plaster repair which VBS accommodated and billed an additional $So far, [redacted] / [redacted] have paid only $of their bill and still owe $plus five months interestUntil they settle their account satisfactorily, VBS can offer no warranty coverage on their alleged splash/leak at their shower
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Attached is the assessment from my insurance company for repairs in the amount of $4,009.13.Regards, [redacted]
MrCustomer is correct, VBS has served him with a defamation suit because of his slanderous use of social mediaThis suit marks the first time in years of business that we have had to defend ourselves in this mannerAnd he is correct again, this is how VBS will treat any former client who uses social media to unfairly attack us in this wayWe are not sure what he is referring to about being hung up on or messages not being returned, that is simply untrue as we did not hang up on him and always return calls regardless of how challenging this or any customer isIn regards to the charger, he was the one most familiar with it and you would think he would know to flip this switch We are truly glad to see that he has finally removed his statements from social media and we look forward to working with him and his adjuster on bringing this matter to a close without having to go to court to defend ourselves
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I had already mailed a personal check for payment in full. I have stopped payment on that check, and am mailing the Nationwide check along with a personal check for the balance
Regards,
*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Since I have filed this complaint I was served papers from Virginia Building Services for a lawsuit against meThat's right, Virginia Building Services is now suing me for $15,for publishing this reviewThis just further proves my point of how they treat their customersAs far as "waiting months" to file a complaint that is because for the last months I've been fighting with them to fix my issuesI've been yelled at, hung up on, and had voicemails not returnedThis was my last option to get them to honor their year warrantyThey also mentioned our car charger only had a switch turned off and having to send someone out to "flip the switch"For those wondering car chargers are 240v systems and I was leary messing with itWe had no idea there was a switch and have no idea why their workers would turn it offMy insurance adjuster came out last week and looked at all of our issues and agreed with us about their shoddy workI was told the suit against me would be dropped it I retracted my statements so I didA week later they said they wouldn't after I had taken them downJust another example of their lies and deceit
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do not accept the businesses response because they are not being honestWhen the issue with the shower unit being improperly installed came to light, and discussions were underway as to who was at fault, ** *** *** offered the reduction of the "additional plaster work" as well as the $"carpentry" charge associated with the job Soon after the fault was accepted by VBS for their employees error on the install VBS accepted responsibility for the mistake and paid to have the glass enclosure installed Soon after completion of this I received the final bill, which included no credits as mentioned by *** *** I wrote VBS via email (I have all emails) to the affect that the credits were not included I paid VBS the initial deposit on the contract of $1475.76, and at final payment I paid VBS $1236.75, which is more than the $credit originally offered by *** *** With this said, and the fact that VBS knowingly accepted fault for installing the unit incorrectly, they should warrant their work !!! I don't feel I am responsible for any balance and definitely not responsibility for any interest
Regards,
*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Mr *** *** did not state at any time that the discount he offered was "either / or" Either way, my shower was installed incorrectly which has negatively affected its performance and the outcome of this project Virginia Building Service should, out of sheer respect for a repeat customer address this The fact they have not speaks volumes on the manner in which they do business
Regards,
*** ***
Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
VBS came out on 5/and re-caulked around the shower and told me to wait hours to use the shower After hours, the shower is still leaking on both sides of the door
Regards,
*** ***
Mr*** opinions are short on facts and there will be no refund or apology on behalf of VBS We try our absolute best to make sure our customers are satisfied and 99.9% of them are but the other .1% of folks we work for have hidden agendasI’ll dive right in with the facts as they
unfolded from our perspective: The restoration work was performed and completed within the timeframe allotted by the insurance company and there were not any concerns about the timeline brought to our attention during the reconstruction processWe started January 20th and finished May 18th, In fact, the insurance company praised VBS for completing the work in under months. In regards to the plaster work and the exterior openings, we can only finish the walls and replace the doors/windows as good as the existing framing would allowWe were not hired to alter the framing, just to simply restore the home back to the original framed walls on the main levelThere was not a plumb or square wall in this half century plus older homeThe customer opted for drywall instead of plaster so the difference could be applied to other private additional remodeling work they requested. They were aware of the possible challenges and understood that this was the best we could do with the home’s existing structure Mr*** asked that we not perform work in the basement. Instead of using insurance estimate money allotted in this area, he wanted it to go towards the private/extra work he wanted completed on the main level. This extra work included exposing/refinishing the hardwood floors covered by laminate flooring, finishing a hall bath that had been gutted prior to the claim, including missing flooring to the basement, a project that was abandoned by the customer prior to our involvement, and opening walls in the kitchen/adding more cabinetsThese items were agreed to in the form of a change order signed by both Mr& Mrs*** The walls were primed (we confirmed this with our painter and have pictures) then painted and of course but there was a delay in getting their final wall paint colors for several weeks. In regards to his assumption that this project was entirely subbed out and none the less cheaply, he is wrong againVBS completed 65% of this project in-house. The painting, HVAC, floor finishing, etcwere provided by trusted, licensed and insured vendors/subcontractors who have been trade partners with VBS for years and in some cases, decades. Their completed work is well above industry standards, if not they would not be hired by VBS Each time we received a punch/task list from the customer, we came back and did our best to address the item if it was reasonableWe even sent our electrician out to check out the exterior electric car charger that he was complaining did not work to find out that they had not turned the power button onYES, THE POWER BUTTON…that is the kind of customer we were working forBut now, 14+ months after completion, which turned out fantastic compared to how it was before the fire, there is nothing else we can doThe fact that he is discrediting VBS thru social media and now in this forum is surprising and disturbing But even still, Mrand Mrs*** were satisfied enough to sign a certificate of satisfaction on May 18, of which I have submitted a copy to the Revdex.comHe also settled the invoice for the work completed, both insurance related and privately, in fullAnd yet, after several warranty revisits and now months later, something has changed. We are fairly certain that it has little to do with VBS and the work completed
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
The accurate production timeline for this job is as follows: 6/16- Date water damage occurred in her kitchen, mitigation and dry our performed by another vendor 7/14- Date we received the assignment from her insurance carrier Week of 7/14 – Estimator and adjuster agree to a scope of repairs...
7/20-Mrs. [redacted] signed a contract and the file was sent to production 7/20- Production received the estimate and scheduled the temporary sink installation 7/21- Temporary sink installed 7/27- Mrs. [redacted] leaves for vacation 8/9 - Cabinet installation begins, completed by 8/15 (then her granite company templated a few weeks later) 8/16- Received tile selection (she purchased) and location where to pick up Week of 8/22- tile floor installation and painting From our perspective, the VBS portion of this project was completed on or around the beginning of September, making this approximately a 1.5 month long job and an invoice was sent to Mrs. [redacted] on 10/5. Coincidentally, we received an email requesting additional work (cabinet pulls that she purchased and asked that we install) on or around 10/5. This additional work was performed the week of October 17th but was not a part of the original insurance scope. We asked for payment in full last week as we felt that we have gone above and beyond to make this customer satisfied. A Revdex.com complaint was the last thing we expected in regards to this job. The complaint appears to be related to the time the job took and we regret her dissatisfaction but many normal activities are uncomfortable during any insurance repair, regardless of the job’s size. However the delays in this instance were caused in large part because of her decisions/actions. To start, she hired her own vendor to schedule and complete a timely aspect of the job around our crew and vendors. She decided to hire her own vendor (who we do not use) to install the granite countertops after the cabinets were completely installed by 8/15. Her vendor took weeks to template and another couple to install and we came back and finished the plumbing soon thereafter. Besides the vacation, another pause generated by Mrs. [redacted] was due to personal medical reasons (mentioned in her complaint) where she, a day or so in advance, would call/email and cancel the scheduled crew from working so that she could make appointments. After the appointments, she expected us to be there the next day only to hear that the crew had been sent elsewhere because there was an opening created by her. The crew would be back as quickly as possible but they were off completing another job, created by the vacuum that Mrs. [redacted] insist happen. Furthermore, the kitchen, although not pristine, was functional starting the day after production received the file/estimate from the estimator, allowing it to be fully operational during the rest of the time that the job was ongoing. As we understand it and the workflow timeline indicates, these delays were largely related to the customer and we worked as hard as she would allow us to complete this job in a timely manner around vacations, doctors’ appointments, her countertop vendor, and extras at the end (completed at no cost). There will not be a discount offered and we expect to be paid full the amount owed for the work completed per the contract/estimate that Mrs. [redacted] agreed at the beginning of this process.
Virginia Building Services prides itself on excellent customer service. For this shower remodel, VBS was only responsible for the installation. Mr. [redacted] purchased all fixtures and materials for the job. Unfortunately, Mr. [redacted] purchased economy grade fixtures for us to install. Even though we were not responsible for the materials, when Mr. [redacted] had an issue after the shower door installation, as a good will gesture, we installed a $1,200 door at no cost to Mr. [redacted]. Mr. [redacted] still owes VBS $364 plus interest on this job. We will be happy to make any repairs under the warranty after Mr. [redacted] pays his debt to us. We have tried to go above and beyond to take care of the customer by providing a better door at no cost to Mr. [redacted]. The total job was under $3,000 and we have already provided a $1,200 door at no charge to the customer. [redacted]
VBS sent a plumber and the project manager by to inspect and correct any leak issues yesterday 6/1/16 at noon as requested by [redacted]. They waited forty-five minutes but [redacted] did not show. They left notes of their visit and moved to the next project.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Attached is the assessment from my insurance company for repairs in the amount of $4,009.13.Regards,
[redacted]
We agree that Mrs. [redacted]’s timeline and facts differ from ours. However, workmanship and/or quality are not and never were an issue in this matter. Also, the agreed contract states that VBS has 180 days to complete the work.
With this in mind we offer to waive the October interest Mrs. [redacted] earned by contract ($75.56) on the most recent invoice. We will also forgive cost of the repair of her squeaking subfloors and the cost of installation of all the cabinet hardware – (in total a $209.41 value).
In summary, VBS is willing to discount Mrs. [redacted]’s most recent statement by $284.41 if she will settle her account with VBS completely.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My insurance adjuster came to the house, and agreed with everything that I had said. All my complaints and things that I had said we're completely founded. I took down my posts on social media on the good faith that they would remove the charges against me, which they did not do. I have not put them back up under advice from my attorney. If it wasn't for that, they would be up now.
Mr [redacted] knows that [redacted]'s offered an "either/or" resolution to the shower door issue. Either a discount for the work in place or the much more expensive custom tempered glass shower door upgrade. Mr [redacted] chose the upgrade and rejected the discount. Mr [redacted]'s full payment will validate his understanding of honesty.
The accurate production timeline for this job is as follows: 6/16- Date water damage occurred in her kitchen, mitigation and dry our performed by another vendor 7/14- Date we received the assignment from her insurance carrier Week of 7/– Estimator and adjuster agree to a scope of repairs 7/20-Mrs [redacted] signed a contract and the file was sent to production 7/20- Production received the estimate and scheduled the temporary sink installation 7/21- Temporary sink installed 7/27- Mrs [redacted] leaves for vacation 8/- Cabinet installation begins, completed by 8/(then her granite company templated a few weeks later) 8/16- Received tile selection (she purchased) and location where to pick up Week of 8/22- tile floor installation and painting From our perspective, the VBS portion of this project was completed on or around the beginning of September, making this approximately a month long job and an invoice was sent to Mrs [redacted] on 10/Coincidentally, we received an email requesting additional work (cabinet pulls that she purchased and asked that we install) on or around 10/This additional work was performed the week of October 17th but was not a part of the original insurance scopeWe asked for payment in full last week as we felt that we have gone above and beyond to make this customer satisfiedA Revdex.com complaint was the last thing we expected in regards to this jobThe complaint appears to be related to the time the job took and we regret her dissatisfaction but many activities are uncomfortable during any insurance repair, regardless of the job’s sizeHowever the delays in this instance were caused in large part because of her decisions/actionsTo start, she hired her own vendor to schedule and complete a timely aspect of the job around our crew and vendorsShe decided to hire her own vendor (who we do not use) to install the granite countertops after the cabinets were completely installed by 8/Her vendor took weeks to template and another couple to install and we came back and finished the plumbing soon thereafter Besides the vacation, another pause generated by Mrs [redacted] was due to personal medical reasons (mentioned in her complaint) where she, a day or so in advance, would call/email and cancel the scheduled crew from working so that she could make appointmentsAfter the appointments, she expected us to be there the next day only to hear that the crew had been sent elsewhere because there was an opening created by herThe crew would be back as quickly as possible but they were off completing another job, created by the vacuum that Mrs [redacted] insist happen Furthermore, the kitchen, although not pristine, was functional starting the day after production received the file/estimate from the estimator, allowing it to be fully operational during the rest of the time that the job was ongoing As we understand it and the workflow timeline indicates, these delays were largely related to the customer and we worked as hard as she would allow us to complete this job in a timely manner around vacations, doctors’ appointments, her countertop vendor, and extras at the end (completed at no cost) There will not be a discount offered and we expect to be paid full the amount owed for the work completed per the contract/estimate that Mrs [redacted] agreed at the beginning of this process
VBS sent a plumber and the project manager by to inspect and correct any leak issues yesterday 6/1/at noon as requested by [redacted] They waited forty-five minutes but [redacted] did not show They left notes of their visit and moved to the next project
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below My insurance adjuster came to the house, and agreed with everything that I had saidAll my complaints and things that I had said we're completely founded I took down my posts on social media on the good faith that they would remove the charges against me, which they did not doI have not put them back up under advice from my attorneyIf it wasn't for that, they would be up now
It is true that VBS entered into a contract with Mr [redacted] and Mr [redacted] in September of for $2,While VBS was working in their house, they requested additional plaster repair which VBS accommodated and billed an additional $So far, [redacted] / [redacted] have paid only $of their bill and still owe $plus five months interestUntil they settle their account satisfactorily, VBS can offer no warranty coverage on their alleged splash/leak at their shower
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Attached is the assessment from my insurance company for repairs in the amount of $4,009.13.Regards, [redacted]
MrCustomer is correct, VBS has served him with a defamation suit because of his slanderous use of social mediaThis suit marks the first time in years of business that we have had to defend ourselves in this mannerAnd he is correct again, this is how VBS will treat any former client who uses social media to unfairly attack us in this wayWe are not sure what he is referring to about being hung up on or messages not being returned, that is simply untrue as we did not hang up on him and always return calls regardless of how challenging this or any customer isIn regards to the charger, he was the one most familiar with it and you would think he would know to flip this switch We are truly glad to see that he has finally removed his statements from social media and we look forward to working with him and his adjuster on bringing this matter to a close without having to go to court to defend ourselves
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I had already mailed a personal check for payment in full. I have stopped payment on that check, and am mailing the Nationwide check along with a personal check for the balance
Regards,
*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Since I have filed this complaint I was served papers from Virginia Building Services for a lawsuit against meThat's right, Virginia Building Services is now suing me for $15,for publishing this reviewThis just further proves my point of how they treat their customersAs far as "waiting months" to file a complaint that is because for the last months I've been fighting with them to fix my issuesI've been yelled at, hung up on, and had voicemails not returnedThis was my last option to get them to honor their year warrantyThey also mentioned our car charger only had a switch turned off and having to send someone out to "flip the switch"For those wondering car chargers are 240v systems and I was leary messing with itWe had no idea there was a switch and have no idea why their workers would turn it offMy insurance adjuster came out last week and looked at all of our issues and agreed with us about their shoddy workI was told the suit against me would be dropped it I retracted my statements so I didA week later they said they wouldn't after I had taken them downJust another example of their lies and deceit
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do not accept the businesses response because they are not being honestWhen the issue with the shower unit being improperly installed came to light, and discussions were underway as to who was at fault, ** *** *** offered the reduction of the "additional plaster work" as well as the $"carpentry" charge associated with the job Soon after the fault was accepted by VBS for their employees error on the install VBS accepted responsibility for the mistake and paid to have the glass enclosure installed Soon after completion of this I received the final bill, which included no credits as mentioned by *** *** I wrote VBS via email (I have all emails) to the affect that the credits were not included I paid VBS the initial deposit on the contract of $1475.76, and at final payment I paid VBS $1236.75, which is more than the $credit originally offered by *** *** With this said, and the fact that VBS knowingly accepted fault for installing the unit incorrectly, they should warrant their work !!! I don't feel I am responsible for any balance and definitely not responsibility for any interest
Regards,
*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Mr *** *** did not state at any time that the discount he offered was "either / or" Either way, my shower was installed incorrectly which has negatively affected its performance and the outcome of this project Virginia Building Service should, out of sheer respect for a repeat customer address this The fact they have not speaks volumes on the manner in which they do business
Regards,
*** ***
Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
VBS came out on 5/and re-caulked around the shower and told me to wait hours to use the shower After hours, the shower is still leaking on both sides of the door
Regards,
*** ***
Mr*** opinions are short on facts and there will be no refund or apology on behalf of VBS We try our absolute best to make sure our customers are satisfied and 99.9% of them are but the other .1% of folks we work for have hidden agendasI’ll dive right in with the facts as they
unfolded from our perspective: The restoration work was performed and completed within the timeframe allotted by the insurance company and there were not any concerns about the timeline brought to our attention during the reconstruction processWe started January 20th and finished May 18th, In fact, the insurance company praised VBS for completing the work in under months. In regards to the plaster work and the exterior openings, we can only finish the walls and replace the doors/windows as good as the existing framing would allowWe were not hired to alter the framing, just to simply restore the home back to the original framed walls on the main levelThere was not a plumb or square wall in this half century plus older homeThe customer opted for drywall instead of plaster so the difference could be applied to other private additional remodeling work they requested. They were aware of the possible challenges and understood that this was the best we could do with the home’s existing structure Mr*** asked that we not perform work in the basement. Instead of using insurance estimate money allotted in this area, he wanted it to go towards the private/extra work he wanted completed on the main level. This extra work included exposing/refinishing the hardwood floors covered by laminate flooring, finishing a hall bath that had been gutted prior to the claim, including missing flooring to the basement, a project that was abandoned by the customer prior to our involvement, and opening walls in the kitchen/adding more cabinetsThese items were agreed to in the form of a change order signed by both Mr& Mrs*** The walls were primed (we confirmed this with our painter and have pictures) then painted and of course but there was a delay in getting their final wall paint colors for several weeks. In regards to his assumption that this project was entirely subbed out and none the less cheaply, he is wrong againVBS completed 65% of this project in-house. The painting, HVAC, floor finishing, etcwere provided by trusted, licensed and insured vendors/subcontractors who have been trade partners with VBS for years and in some cases, decades. Their completed work is well above industry standards, if not they would not be hired by VBS Each time we received a punch/task list from the customer, we came back and did our best to address the item if it was reasonableWe even sent our electrician out to check out the exterior electric car charger that he was complaining did not work to find out that they had not turned the power button onYES, THE POWER BUTTON…that is the kind of customer we were working forBut now, 14+ months after completion, which turned out fantastic compared to how it was before the fire, there is nothing else we can doThe fact that he is discrediting VBS thru social media and now in this forum is surprising and disturbing But even still, Mrand Mrs*** were satisfied enough to sign a certificate of satisfaction on May 18, of which I have submitted a copy to the Revdex.comHe also settled the invoice for the work completed, both insurance related and privately, in fullAnd yet, after several warranty revisits and now months later, something has changed. We are fairly certain that it has little to do with VBS and the work completed
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
The accurate production timeline for this job is as follows: 6/16- Date water damage occurred in her kitchen, mitigation and dry our performed by another vendor 7/14- Date we received the assignment from her insurance carrier Week of 7/14 – Estimator and adjuster agree to a scope of repairs...
7/20-Mrs. [redacted] signed a contract and the file was sent to production 7/20- Production received the estimate and scheduled the temporary sink installation 7/21- Temporary sink installed 7/27- Mrs. [redacted] leaves for vacation 8/9 - Cabinet installation begins, completed by 8/15 (then her granite company templated a few weeks later) 8/16- Received tile selection (she purchased) and location where to pick up Week of 8/22- tile floor installation and painting From our perspective, the VBS portion of this project was completed on or around the beginning of September, making this approximately a 1.5 month long job and an invoice was sent to Mrs. [redacted] on 10/5. Coincidentally, we received an email requesting additional work (cabinet pulls that she purchased and asked that we install) on or around 10/5. This additional work was performed the week of October 17th but was not a part of the original insurance scope. We asked for payment in full last week as we felt that we have gone above and beyond to make this customer satisfied. A Revdex.com complaint was the last thing we expected in regards to this job. The complaint appears to be related to the time the job took and we regret her dissatisfaction but many normal activities are uncomfortable during any insurance repair, regardless of the job’s size. However the delays in this instance were caused in large part because of her decisions/actions. To start, she hired her own vendor to schedule and complete a timely aspect of the job around our crew and vendors. She decided to hire her own vendor (who we do not use) to install the granite countertops after the cabinets were completely installed by 8/15. Her vendor took weeks to template and another couple to install and we came back and finished the plumbing soon thereafter. Besides the vacation, another pause generated by Mrs. [redacted] was due to personal medical reasons (mentioned in her complaint) where she, a day or so in advance, would call/email and cancel the scheduled crew from working so that she could make appointments. After the appointments, she expected us to be there the next day only to hear that the crew had been sent elsewhere because there was an opening created by her. The crew would be back as quickly as possible but they were off completing another job, created by the vacuum that Mrs. [redacted] insist happen. Furthermore, the kitchen, although not pristine, was functional starting the day after production received the file/estimate from the estimator, allowing it to be fully operational during the rest of the time that the job was ongoing. As we understand it and the workflow timeline indicates, these delays were largely related to the customer and we worked as hard as she would allow us to complete this job in a timely manner around vacations, doctors’ appointments, her countertop vendor, and extras at the end (completed at no cost). There will not be a discount offered and we expect to be paid full the amount owed for the work completed per the contract/estimate that Mrs. [redacted] agreed at the beginning of this process.
Virginia Building Services prides itself on excellent customer service. For this shower remodel, VBS was only responsible for the installation. Mr. [redacted] purchased all fixtures and materials for the job. Unfortunately, Mr. [redacted] purchased economy grade fixtures for us to install. Even though we were not responsible for the materials, when Mr. [redacted] had an issue after the shower door installation, as a good will gesture, we installed a $1,200 door at no cost to Mr. [redacted]. Mr. [redacted] still owes VBS $364 plus interest on this job. We will be happy to make any repairs under the warranty after Mr. [redacted] pays his debt to us. We have tried to go above and beyond to take care of the customer by providing a better door at no cost to Mr. [redacted]. The total job was under $3,000 and we have already provided a $1,200 door at no charge to the customer. [redacted]
VBS sent a plumber and the project manager by to inspect and correct any leak issues yesterday 6/1/16 at noon as requested by [redacted]. They waited forty-five minutes but [redacted] did not show. They left notes of their visit and moved to the next project.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Attached is the assessment from my insurance company for repairs in the amount of $4,009.13.Regards,
[redacted]
We agree that Mrs. [redacted]’s timeline and facts differ from ours. However, workmanship and/or quality are not and never were an issue in this matter. Also, the agreed contract states that VBS has 180 days to complete the work.
With this in mind we offer to waive the October interest Mrs. [redacted] earned by contract ($75.56) on the most recent invoice. We will also forgive cost of the repair of her squeaking subfloors and the cost of installation of all the cabinet hardware – (in total a $209.41 value).
In summary, VBS is willing to discount Mrs. [redacted]’s most recent statement by $284.41 if she will settle her account with VBS completely.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My insurance adjuster came to the house, and agreed with everything that I had said. All my complaints and things that I had said we're completely founded. I took down my posts on social media on the good faith that they would remove the charges against me, which they did not do. I have not put them back up under advice from my attorney. If it wasn't for that, they would be up now.
Mr [redacted] knows that [redacted]'s offered an "either/or" resolution to the shower door issue. Either a discount for the work in place or the much more expensive custom tempered glass shower door upgrade. Mr [redacted] chose the upgrade and rejected the discount. Mr [redacted]'s full payment will validate his understanding of honesty.