Hoffman/Weber Construction, Inc.

Thank you for your feedbackWe are still striving for a positive outcomeAs noted by the city inspectors, the new roof passed inspection and the amount of exhaust ventilation on the house was found acceptableWe've had several project managers come out to address the moisture issues, and let the homeowner know we believe the layer of plastic in the vaulted ceiling area of the newly built addition could be trapping moistureThis is a pre-existing issue and as the city inspector noted, is a separate line of work with regards to roofingThe contract did not list this item in the scope of work and we did not charge for itThat being said, we still would like to reconcile the situation and help turn your experience into a positive oneOur general manager will be reaching out to discuss your remaining concerns

We’re hoping that we’ve managed to turn this situation around Mrs*** has been very patient and reasonable in her request The central issues she pointed out in the complaint were in regard to communication (letting her know firmly when the work would begin), installation of the
gutters to their previous specifications, and timeliness (getting the work done before the home was put up for sale).We’ve worked to resolve each of these issues, and at this present time the work has been completed correctly The original delays were due to a combination of high demand for restoration at the time of the contract being signed and waiting on supplement processing When an insurance company doesn’t cover some of the work that needs to be completed to ensure the property is fully restored to the pre-storm condition, we send in a request for those items to be reassessed This is something that our project manager or other reps communicate to the homeowner We’re currently developing printed and digital materials to provide this information to our customers to ensure they’re aware of the potential delays due to supplementing and even when crews are in high demand.*** did tell us she had an offer on her home before we had completed the paint touch up. We have worked hard to satisfy the homeowners and work with the unexpected sale of the home timelineIn the process of this offer a home inspection was done and the home inspector flagged areasThe first was deteriorated siding and trim at the chimney stack on the roof and the second was kick out flashing on the back of the garage*** was stating that this was our responsibility to make repairsWe investigated and the rotten trim had nothing to do with the roof we installed and was not covered by insurance because it is damage not caused by a storm it would take time for the trim to rot outThe kick out flashing was not covered by insurance and there was none existing from the time the house was built and in my opinion not necessary or warranted to be flaggedWe have kept in contact with the homeowners and even installed kick out flashing at no charge to help in this situation.For the damaged paint around the new window wraps we have completed that also, this did take some time to work around the weather precipitation and cold temps not conducive for painting, we did have to use a heat gun in order to complete the touch upAt this time we are waiting for the city of Omaha to complete the final roofing inspection of the ice and water shieldAnd we have received word that we’ve passed the inspection Again, we appreciate ***’s business and working with us to resolve the issues with her project It’s helped us to better understand the gaps in communication that need to be fulfilled and we’re updating our system processes to address these items We wish her family all the best in the sale of her home and their next chapter in life

Initial Business Response /* (1000, 5, 2015/11/13) */
The project Manager that was working with this customer is no longer with HWCWe will be following up with the customer 11/13/to address the remaining issuesI also have a call in to the case manager as wellThank you
Initial
Consumer Rebuttal /* (2000, 7, 2015/11/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hoffman Weber has started to get things wrapped upthere are still issues, gutter guards still not fixed or replaced There is also the $ issue to be discussed with all this
*** ***
Final Consumer Response /* (3000, 21, 2016/01/07) */
The work has NOT been completedThe gutter guards were never fixed nor downspouts
Final Business Response /* (4000, 23, 2016/01/21) */
Dear Mr***,
This response is in regards to Case ID# *** opened November 5, 2015, complainant Ms*** ***Hoffman Weber Construction feels the complaint has been properly addressedFurthermore, HWC feels the remaining demands of the homeowner are unjustifiedShe asserts the following:
Work done is inferior, very low class, not as described, junk left around home, new gutter guards not done right, font bow window uncorked, cedar etc
Work done inferior, done cheaply, incorrect,
back door handle replaced with cheaper handle, needs to be hand painted not spray painted so cheap looking on expensive home
We went above what the homeowner asked by replacing the entire door oppose to just the door handle
Front bow window corking not finished, pulled off window sill covering and broke cedar boards under sill wrap, chipped boardsBoards nowneed to be replaced and paintedHe ran out of cork and left itopen under sillWrapping was poorly doneThese windows are years old and this voids our lifetime warranty !! Needs to be replaced and back the way it wasThe wrapping is completely different than original again only years oldThis is a $10,windowRoof edging is not done correctly as it was years ago
We have resolved every issue with the front bow window reported by the homeownerThe window warranty is valid, and we have met all of the homeowner's requests for correcting the workmanship addressed
rain guards- Open to roof and water an bugs getting in - notion correctly Suppose to be fattened down
No rain diverters were put back up so water just flows over top, down spout cut jagged and crooked-terrible Job then was not cleaned up
We had a Shane come here times told us was going to be fixed and never nothing and this is November, job done in JuneJob is incomplete3Roof edging-
Unfortunately, Shayne is now a former project manager for our companySome time had passed as our company transitioned to a new PMWhen our General Manager stepped in to address all of the homeowner's concerns, he made arrangements to resolve every issue that was presentedEverything has been fixed that was presented in this complaint besides the gutter guards which we are intent on completingWe have contacted the gutter installer to fix the guards, however, the scheduled gutter guard replacement remains subject to the weather
Our company would like to note the Homeowner left us a message claiming she will remove the complaint if we take $10,off of her project costWe feel this is unjustified and considering the project is primarily funded through an insurance claim, we have no legal means to do suchOn the contrary, such demand extorts our company to a position of conducting unscrupulous business practices
Thank you for your review and careful consideration in this case

I am rejecting this response because:I do appreciate the helpful attitude displayed by the company. However, I must again stress that my wife and I are NOT experts in the art of roof replacement and that we underscored our concerns about ventilation to the HW sales representative, Wes Modlin.  To be told at this late date that our serious concerns were not reflected in the scope of work in the contract is unhelpful, to say the least.  We depended on the company for expert guidance and did not get it, plain and simple.  Now, we are faced with further expense to correct a problem that should have been addressed in the scope of work in the first place.  As consumers, we are deeply disappointed in this state of affairs.At the least, we expect that HW will tell us what must now be done at our expense to correct the problem as we cannot repair damage to the internal ceiling until we have stopped the leaking.Finally, in light of the time, trouble and anxiety this episode has cost us, we ask that the company waive the outstanding balance for this job.

We fell short of our expectations as a company to delivery quality service and communicate effectively to this customer.  We apologize for not having the work completed in the time frame that was verbally expressed before signing the contract.  While some of the delays are a result of...

factors that are out of our control, we can control the promises we make and how we honor them.  Since we failed to do so in this instance, we still hope to resolve these matters directly with Mr. [redacted] or through a third part arbitrator if he prefers, to address his dissatisfaction in a fair manner.

I am rejecting this response because:Work was not satisfactory.   Firm failed to address condensation issue that we identified with the sale agent in original meeting so this must be corrected via further work.  Also, contractor did not replace damaged or missing decking in roof and simply shingled over holes.   I have contacted the City of Omaha to request a formal inspection of the work.

In hindsight, our crew should have cleaned the gutters and installed tarps to protect your roof while we awaited inspections.  Thankfully, you've given us a chance to take responsibility for the situation, and we're glad to agree on a fair financial settlement.  We remain available to...

assist you with any issues that remain.  Your project was not typical of our work.  We apologize for the hardship you have endured.

Final Consumer Response /* (3000, 7, 2014/12/15) */
In response to the complaint filed against Hoffman Weber, they went above and beyond to resolve the matter. It was more of the roofing company and not HW, and the roofing company is no longer used by HW. HW had someone out the next day and had...

the remainder of the mess cleaned up. The project managers are very busy with the catastrophe we had here, so it does take them awhile to respond. We were very pleased with the personal response, by [redacted] coming to our home to resolve the issue. And after this would recommend using Hoffman Weber. They also replaced our gutters and the company that HW used for the gutters along with the end result was excellent.

Initial Business Response /* (1000, 7, 2014/10/20) */
We have been in contact with customer and will be scheduling the repair - hopefully this week.

Initial Business Response /* (1000, 5, 2015/07/20) */
Matthew [redacted]
Representative / Marketing Director
Hoffman Weber Construction
[redacted]
Minneapolis, MN 55429
[redacted], Mediation Coordinator
Revdex.com
[redacted]@thefirstRevdex.com.org
Dear Mr. [redacted],
This...

response is in regards to Case ID# [redacted] opened July 16, 2015, complainant [redacted]. Hoffman Weber Construction does not feel the complaint is warranted and does not agree to the resolution proposed by Ms. [redacted].
Ms. [redacted] stated that we had neglected to call the City of Minneapolis to determine the building requirements to rebuild her home in accordance to our agreement. However, our project manager for this project did in fact contact the City of Mpls within 48 hours of Ms. [redacted] signing the contingent agreement. He provided all the necessary information and arranged for the public inspector to provide a list of requirements to satisfy all permits. This occurred before Ms. [redacted] insurance company on site to produce their estimate.
The estimate was provided by Ms. [redacted]' insurance company, State Farm, and reviewed by Hoffman Weber production team the second week of May. Upon review, Hoffman Weber was tasked with providing additional estimates for items State Farm left to have bid. These items included comprehensive portions of the work needed for rebuilding the home, e.g. HVAC, plumbing, electrical, roofing, etc. Without the complainant's insurance company providing a proper repair estimate, our company needed to gather these estimates in order to provide the comprehensive estimate Ms. [redacted] claims we failed to deliver.
Our project manager has since worked diligently to obtain all the necessary estimates as well produce full plans for the rebuild, including design for the truss. Ms. [redacted] did reach out to Hoffman Weber management regarding the situation, but after discussing everything with our general manager, she agreed that the project manager remained the right person to continue pursuing the project. Unfortunately, did not allow us to go through the rigid process of collecting, reviewing estimates in the normal fashion & time it takes to do so, but instead desired expedited service.
After legally pursuing to have the contract dissolved, it was in Hoffman Weber's best interest to cease the contract and no longer continue our efforts to complete this project. Our company has forfeited valuable time and resources spent since the time of the agreement trying to pursue all necessary actions to have Ms. [redacted]' home rebuilt properly, in accordance to the City of Minneapolis building requirements, and pursuant to her insurance company's agreeing to a settlement for all legitimate damages. Hoffman Weber is terribly sorry for the tragic circumstances that Ms. [redacted] has endured as a result of the fire destroying her home, but we feel her complaint does not accurately depict the efforts we have consistently made since the time of the agreement (May 6th). We will provide relevant documentation if requested to substantiate our response to this claim.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Mr. [redacted],
I sincerely made every attempt to continue to work with Hoffman Weber. I continued to be in communication with the project manager as he repeatedly gave dates he would have a bid completed and it would continually be pushed back. I understood from the beginning it would take time to complete the bid. If the project manager had been able to follow through on any of the many, many dates he said he would have the bid completed we would not be in the position we are in. I contacted the Manager of Hoffman Weber to bring to his attention the misleading and untruthful practices of his project manager. During our conversation the manager stated he did not understand why his project manager had said some of the things he had said, but was adamant the project manager we had was the best and only option for my project. We continued to work with the project manager, less as a choice but more because there were no other options, and patiently waited for a bid to be completed. He continued to fall through on his completion DATES, which he had set for himself. It was not our desire to receive "expedited service", but I certainly did not expect to have the process so drawn out past the point of reasonable and to the point of my home being condemned.
Hoffman Weber did not contact the City of Minneapolis, that is a fact. My question to Hoffman Weber is this, what did the contact between you and the City of Minneapolis consist of? The city is not responsible for instructing a construction company on what needs to be rebuilt. Hoffman Weber would be responsible for submitting building plans and submitting building permits to the city. The city would have reviewed the plans and would have adjusted them according to city codes. Hoffman Weber has never submitted building plans or building permits to the City of Minneapolis. That is a fact. I do not understand what Hoffman Weber's communication with the City of Minneapolis would have consisted of, or how this would have moved the project forward.
I do not seek monetary reimbursement from Hoffman Weber as much as I seek to have my legitimate complaint be heard and for others in my position not have to go through what I have gone through.

Final Business Response /* (4000, 10, 2015/08/10) */
In regards to [redacted] response, we stand firm with our initial statement. Our project manager [redacted] allocated the appropriate amount of time towards gathering estimates from multiple vendors. He was tasked with the timely process of collecting a variety of estimates because the insurance adjuster left off a significant portion of the initial assessment for open bids.
In regards to Mrs. [redacted] concerns over us contacting the city, again our statement asserts the truth that [redacted] in fact contacted the City of Minneapolis to request if the appropriate personnel could assess the structural integrity of the roof, and he called to see what the city wanted to do with the electrical system since the previous electrical configuration contributed to the cause of the fire. We are unable to develop plans without this municipal guidance. [redacted] proceeded with having the Truss plan developed in accordance with the city instruction. He continued keeping Mrs. [redacted] informed, and there nothing was done out of line with how Hoffman Weber had carried out past fire claims. We do not feel the situation warrants Mrs. [redacted]'s request for 25% of her claim, especially considering the loss of time and resources we assigned to this project

I am rejecting this response because:     The job is not finished yet.  Roof was supposed to be done in July and was not done till after Labor Day.  At that point Hofmann Weber was supposed to take pictures and file the finished information with the city of Blaine, MN.To date the City of Blaine has not received the required information from them so they can go and inspect the roof.  The said that after it snows it is not possible to finish the inspection.  Once the paperwork and pictures are filed, finished and inspected we will consider it done.  Tom has been checking with the city on this issue.

We sincerely apologize for the delays, but have completed the project as requested. Much of the delay was a result of necessary communication with the insurance company and from the immensity of this storm itself creating unique challenges to the restoration process in this market.  We do take...

responsibility for not meeting their expectations in terms of communication, and we continue diligently working to make our production process more efficient and our staff of better service to our customers.