November 11, 20152nd ResponseAgain - we regret that [redacted] had a negative experience with us and use all feedback to continue to improve our processes and customer service experience. We do apologize for her not having an excellent experience. Chris worked hard to complete the project and spent a lot of time on site with our crews to try to fix the pre-existing poor workmanship and complete the insurance repairs. All appliances were tested and reviewed—when we were done on site they worked and fit into the space. With all the other work to the residence being done by other contractors not affiliated, that had nothing to do with Jenkins or our scope of work, we cannot assume to know where these additional, newly reported, problems came from.1st ResponseRegarding the work completed and the timeline: We went out to the home the day after receiving the assignment (October 6,2014) and found [redacted]s rental home in poor condition. [redacted] lives in Philadelphia and we are not certain if she had seen the condition of the home immediately prior to the loss. The prior painting job was green and there was green paint ail over her knobs, fixtures, fire alarms, and splattered throughout the home. In our opinion, the prior paint work throughout the home was not up to any reasonable standard. [redacted] was not available to be present during the initial or final walk-through. We documented the initial condition of the painting and wrote our estimate in accordance with normal restoration standards. Being that [redacted] didn't come down from Philadelphia to meet with us or walkthrough the repairs needed, we are not certain as to how she is basing her conclusions on the work performed. Her lack of physical presence at the home before, during, or at the conclusion of the construction process did create some challenges for our team. For instance, there were significant delays as we were waiting on selections, therefore the project did take longer than usual.Regarding the payment amount awarded from her insurance carrier: Jenkins writes estimates on software that is used nationally for insurance carriers—we don't set prices, we only report measurements of materials and the software dictates the price (materials and labor is included in those prices). Upon [redacted]s concern that we were being overpaid, one of the managers for her insurance carrier walked through the estimate again, line by line with Jenkins' Branch Manager. After the second review it was determined that the initial estimate was accurate and the pricing was correct.Regarding the ladders: [redacted] brought up these ladders near the end of the project and we confirmed with all of our people on site that no one took any ladders. [redacted] had other contractors working throughout her house during our construction that were In and out as well; she had plumbers and some drywall crews doing work elsewhere in the house. The fact of the matter is that we didn't take the ladders, and we don't know who did take them. It could have been any number of people. We operate a company with a high level of service and are well respected within the industry, having completed many thousands of projects for homeowners all over the country. As we desire to get to a resolution with [redacted], we have offered to replace her missing ladders. We have requested that [redacted] pay her remaining deductible balance of $250.
Revdex.com-[redacted] 1411 K St. NW, 10" Floor Washington Dc 20005-3404 April 18, 2016 ID-[redacted]Jenkins performed work on the [redacted]'s residence and finished up the last item which was flooring work on March 11th at 3:30 pm. Our flooring vender who has worked for us for about 8+ years had secured the...
property and did not notice any new leak developing at that time, Our scope of work was for painting of the walls and new flooring on the main level and painting, drywall repair, and carpet in the basement. All work was done on March 11", including the baseboard painting, but we had offered a paint touch up after the floor was installed which would have been a punch list item. We received a call from the [redacted]'s late Saturday, March 12", but we missed the call since it was around 9:30 pm. The [redacted]'s said that water was flowing from the bathroom upstairs and they assumed we were responsible. We spoke to our flooring vendor and he affirmed that they locked the front door when he left and that no one was upstairs at any point during the duration of the work. We returned the call on Sunday and suggested that they file a new insurance claim and we would be able to assist with the work. The homeowner did not want to file a new claim and went ahead and hired a plumber to fix the toilet and another mitigation contractor to dry out the house. We tried to schedule a walk through to resolve this matter with a Jenkins manager but were unable to schedule anything for about 10 days due to the homeowners very limited schedule. The homeowner did not seem in a hurry to meet with us at that time. When we arrived we went over the plumbers invoice. It clearly stated that the toilet failed due to a faulty internal part and needed some deficient parts to be fixed/replaced (see attached). It did not implicate blame on any person, In good faith, we offered to complete the repairs (about $3500 worth) at no cost to the homeowner because we want our customers to be happy regardless of fault but he declined this offer. He has since asked that we cover the contents damage, mitigation service and repairs which is approximately $8000. We do not feel that this is fair or reasonable since there is no indication that we caused the upstairs toilet to fail or even went upstairs at all. We do feel bad that the homeowner sustained this loss but feel that it is coincidental that it happened shortly after we had worked there. The homeowner had previously mentioned to our flooring vendor that they have had a lot of issues with the house while they have lived there. However, we are still actively working to resolve this matter withX and hope to reach an amicable solution.Andrew K Sterling Branch Manager22980 Shaw Rd. Sterling, Va 20166 P: ###-###-#### F ###-###-#### Baltimore, MD Charlotte, NC - Fredericksburg, VA. Richmond, VA. Rockville, MD . Sterling, VA. Virginia Beach, VA
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:They are continuing to lie and misrepresent the facts. They were to inform me when walk through's were ready so that I could inspect their work. They never did. In fact, they did such poor work and tried to pas it off as complete that renters refused to move in because the kitchen remained a mess/had been done poorly and was not complete. I asked Chris why did he have me inspect the kitchen when it wasn't done. His response: "we work with third party contractors and I'm not able to get to each site to complete an inspection. I assume the work is complete if the third party contractor says so."He also refused to meet me on other days because HE wouldn't be in the area. Unbelievable. Not to mention, the dishwasher was put back improperly, jammed into the space (due to improper measurement fittings) which causing the dishwasher water hoses to leak. Also, it was obviously installed crooked but yet they did nothing. When I asked them to correct this, their response:Our work isn't guaranteed because you still owe a co-pay. But yet they've been paid over $17,000 already. Again, unbelievable. And if they were as reputable as they say, all of this wouldn't have occurred and they certainly wouldn't have responded to my concerns in this dismissive and incompetent way.
Regards,
[redacted]
November 11, 20152nd ResponseAgain - we regret that [redacted] had a negative experience with us and use all feedback to continue to improve our processes and customer service experience. We do apologize for her not having an excellent experience. Chris worked hard to complete the project and spent a lot of time on site with our crews to try to fix the pre-existing poor workmanship and complete the insurance repairs. All appliances were tested and reviewed—when we were done on site they worked and fit into the space. With all the other work to the residence being done by other contractors not affiliated, that had nothing to do with Jenkins or our scope of work, we cannot assume to know where these additional, newly reported, problems came from.1st ResponseRegarding the work completed and the timeline: We went out to the home the day after receiving the assignment (October 6,2014) and found [redacted]s rental home in poor condition. [redacted] lives in Philadelphia and we are not certain if she had seen the condition of the home immediately prior to the loss. The prior painting job was green and there was green paint ail over her knobs, fixtures, fire alarms, and splattered throughout the home. In our opinion, the prior paint work throughout the home was not up to any reasonable standard. [redacted] was not available to be present during the initial or final walk-through. We documented the initial condition of the painting and wrote our estimate in accordance with normal restoration standards. Being that [redacted] didn't come down from Philadelphia to meet with us or walkthrough the repairs needed, we are not certain as to how she is basing her conclusions on the work performed. Her lack of physical presence at the home before, during, or at the conclusion of the construction process did create some challenges for our team. For instance, there were significant delays as we were waiting on selections, therefore the project did take longer than usual.Regarding the payment amount awarded from her insurance carrier: Jenkins writes estimates on software that is used nationally for insurance carriers—we don't set prices, we only report measurements of materials and the software dictates the price (materials and labor is included in those prices). Upon [redacted]s concern that we were being overpaid, one of the managers for her insurance carrier walked through the estimate again, line by line with Jenkins' Branch Manager. After the second review it was determined that the initial estimate was accurate and the pricing was correct.Regarding the ladders: [redacted] brought up these ladders near the end of the project and we confirmed with all of our people on site that no one took any ladders. [redacted] had other contractors working throughout her house during our construction that were In and out as well; she had plumbers and some drywall crews doing work elsewhere in the house. The fact of the matter is that we didn't take the ladders, and we don't know who did take them. It could have been any number of people. We operate a company with a high level of service and are well respected within the industry, having completed many thousands of projects for homeowners all over the country. As we desire to get to a resolution with [redacted], we have offered to replace her missing ladders. We have requested that [redacted] pay her remaining deductible balance of $250.
Revdex.com-[redacted] 1411 K St. NW, 10" Floor Washington Dc 20005-3404 April 18, 2016 ID-[redacted]Jenkins performed work on the [redacted]'s residence and finished up the last item which was flooring work on March 11th at 3:30 pm. Our flooring vender who has worked for us for about 8+ years had secured the...
property and did not notice any new leak developing at that time, Our scope of work was for painting of the walls and new flooring on the main level and painting, drywall repair, and carpet in the basement. All work was done on March 11", including the baseboard painting, but we had offered a paint touch up after the floor was installed which would have been a punch list item. We received a call from the [redacted]'s late Saturday, March 12", but we missed the call since it was around 9:30 pm. The [redacted]'s said that water was flowing from the bathroom upstairs and they assumed we were responsible. We spoke to our flooring vendor and he affirmed that they locked the front door when he left and that no one was upstairs at any point during the duration of the work. We returned the call on Sunday and suggested that they file a new insurance claim and we would be able to assist with the work. The homeowner did not want to file a new claim and went ahead and hired a plumber to fix the toilet and another mitigation contractor to dry out the house. We tried to schedule a walk through to resolve this matter with a Jenkins manager but were unable to schedule anything for about 10 days due to the homeowners very limited schedule. The homeowner did not seem in a hurry to meet with us at that time. When we arrived we went over the plumbers invoice. It clearly stated that the toilet failed due to a faulty internal part and needed some deficient parts to be fixed/replaced (see attached). It did not implicate blame on any person, In good faith, we offered to complete the repairs (about $3500 worth) at no cost to the homeowner because we want our customers to be happy regardless of fault but he declined this offer. He has since asked that we cover the contents damage, mitigation service and repairs which is approximately $8000. We do not feel that this is fair or reasonable since there is no indication that we caused the upstairs toilet to fail or even went upstairs at all. We do feel bad that the homeowner sustained this loss but feel that it is coincidental that it happened shortly after we had worked there. The homeowner had previously mentioned to our flooring vendor that they have had a lot of issues with the house while they have lived there. However, we are still actively working to resolve this matter withX and hope to reach an amicable solution.Andrew K Sterling Branch Manager22980 Shaw Rd. Sterling, Va 20166 P: ###-###-#### F ###-###-#### Baltimore, MD Charlotte, NC - Fredericksburg, VA. Richmond, VA. Rockville, MD . Sterling, VA. Virginia Beach, VA
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:They are continuing to lie and misrepresent the facts. They were to inform me when walk through's were ready so that I could inspect their work. They never did. In fact, they did such poor work and tried to pas it off as complete that renters refused to move in because the kitchen remained a mess/had been done poorly and was not complete. I asked Chris why did he have me inspect the kitchen when it wasn't done. His response: "we work with third party contractors and I'm not able to get to each site to complete an inspection. I assume the work is complete if the third party contractor says so."He also refused to meet me on other days because HE wouldn't be in the area. Unbelievable. Not to mention, the dishwasher was put back improperly, jammed into the space (due to improper measurement fittings) which causing the dishwasher water hoses to leak. Also, it was obviously installed crooked but yet they did nothing. When I asked them to correct this, their response:Our work isn't guaranteed because you still owe a co-pay. But yet they've been paid over $17,000 already. Again, unbelievable. And if they were as reputable as they say, all of this wouldn't have occurred and they certainly wouldn't have responded to my concerns in this dismissive and incompetent way.
Regards,
[redacted]