To whom it may concern: Re: [redacted]/i5 Restoration We are responding to the complaint made by [redacted]. We entered into a contract to do a Time and Material job on August 18, 2015 with [redacted]. On his contract, it clearly states the work that we are going to perform, the material to be used,...
the hourly rate, and the not to exceed amount without customer approval. Mr. [redacted] was made aware that the trim we were replacing, was put on in a matter that took a lot longer to replace. It is unclear how long a dry rot scope of work can take without opening it up. Mr. [redacted] was well aware of this and was kept in the loop on the progress. Answers to Mr. [redacted] complaint: 1.) Material purchases. I outlined to Mr. [redacted] in an email on August 26, 2015 explaining how the materials work. We do not start charging Mr. [redacted] until our employees reach the vendor to purchase the material (per Washington State Employment Laws). For instance, on August 20, 2015,our employees checked in on our clock in system at 7:54 am. The receipt provided to Mr. [redacted] shows, that our employee's checked out at the vendor at 8:27am. Mr. [redacted] has on August 20, 2015 that our employees started at 8:30 am which could not be the accurate time because Mr. [redacted] lives longer than 3 minutes from the vendor. 2.) Mr. [redacted] stated that our employees were paid for their lunch breaks is simply not true, and it reflects on the hours billed. 3.) On August 26, 2015, which was the first time that we have got and email or any kind of notice from Mr. [redacted],he falsely accused us of charging double tax on the material purchased. We have provided him with copies of the receipts showing him that we did not, he responded on August 27, 2015, thanking me for explaining the tax on materials then he said "not important." 4.) In the same email on August 27,2015, Mr. [redacted] is once again accusing us of charging him 7+ more hours, which is not true and admits it in his own complaint to the Revdex.com. When he said that his complaint amount is $250.00 which equates to 3.84 hours, not 7+ hours. 5.) In the same email on August 27,2015, Mr.[redacted] talks about our employees picking up material from the vendor. Washington State Law says that we have to pay our employees, when they are working, and picking up his material is working. This was explained to Mr.[redacted] at the time of signing, that we do not add a percentage to the material, just our regular hourly rate to purchase, deliver and install. 6.) In the same email on August 27, 2015,Mr. [redacted] once again falsely accuses our company of charging him hours that we didn't work because our employees showed up in a different truck. Our employees did have car trouble, but it was the day before, after work, not that morning, and this was explained to Mr. [redacted]. Furthermore backed up with the time that our employees clocked in, the receipt from the vendor when they checked out, and our employee's start time per his own email on August 26,2015. 7.) In Mr. [redacted]'s email dated August 26,2015,he states that he had no idea that the bid was going to be for more than the not to exceed amount of $3000.00 which could not be further from the truth. Mr. [redacted] knows this because I was standing in the office when Morris, the project manager, called Mr.[redacted] and told him that we were at the limit and had one more day to complete the project and it was Mr. [redacted]'s decision, for us to proceed or stop. Mr.[redacted] admits this in his email dated August 27,2015,stating that Morris told him that the cost would be about $3400.00 which was true. The cost ended up being $3500.00 plus tax. 8.) Mr. [redacted] also accuses us of purchasing material, charging him for it and then taking it. Which is just simply not true. We brought some stock from our shop that we will use in the event that we get to the end of the job and need a few Lineal feet. Lastly, to summarize the complaint, I would like to say that it is unfortunate that there are customers like Mr.[redacted]. I say this because, as soon as he brought this to my attention, I immediately got into his file, and did the research and provided him with the information that he requested. He enclosed that email with his complaint. The fact that Mr. [redacted] says in his first email, that his invoice is almost twice as much as he thought, proves that my statements above are completely true. It is also unfortunate, that Mr. [redacted] assumed that we could not resolve this because I was gone for the weekend and immediately got a hold of him when I returned on Monday morning. I informed him that after we spoke, that as soon as he paid his bill that I would refund him 4 hours. 4 hours is what he asked for even in the Revdex.com complaint. Once again proving that all his other statements are false. During the course of our conversation, I expressed to him how important our reputation is and his satisfaction. Even after I backed everything up with the facts, to resolve this quickly, I let him know that he could take off 4 hours from the final bill. He informed me that he already sent the check. I informed Mr. [redacted] that when we receive his final payment, I will refund him the equivalent of 4 hours. As of September 10,2015 we still have not received full payment from Mr.[redacted]. He also continues to file complaints online with different websites even after telling me he was satisfied and we were complete. It almost seems like Mr. [redacted] has a personal vendetta against our business. We have almost 50 5 Star reviews online and treat our customers with the respect they deserve. I hope that you will take in consideration all the discrepancies in Mr. [redacted]'s email and his Revdex.com complaint. Sincerely,
To whom it may concern: Re: [redacted]/i5 Restoration We are responding to the complaint made by [redacted]. We entered into a contract to do a Time and Material job on August 18, 2015 with [redacted]. On his contract, it clearly states the work that we are going to perform, the material to be used,...
the hourly rate, and the not to exceed amount without customer approval. Mr. [redacted] was made aware that the trim we were replacing, was put on in a matter that took a lot longer to replace. It is unclear how long a dry rot scope of work can take without opening it up. Mr. [redacted] was well aware of this and was kept in the loop on the progress. Answers to Mr. [redacted] complaint: 1.) Material purchases. I outlined to Mr. [redacted] in an email on August 26, 2015 explaining how the materials work. We do not start charging Mr. [redacted] until our employees reach the vendor to purchase the material (per Washington State Employment Laws). For instance, on August 20, 2015,our employees checked in on our clock in system at 7:54 am. The receipt provided to Mr. [redacted] shows, that our employee's checked out at the vendor at 8:27am. Mr. [redacted] has on August 20, 2015 that our employees started at 8:30 am which could not be the accurate time because Mr. [redacted] lives longer than 3 minutes from the vendor. 2.) Mr. [redacted] stated that our employees were paid for their lunch breaks is simply not true, and it reflects on the hours billed. 3.) On August 26, 2015, which was the first time that we have got and email or any kind of notice from Mr. [redacted],he falsely accused us of charging double tax on the material purchased. We have provided him with copies of the receipts showing him that we did not, he responded on August 27, 2015, thanking me for explaining the tax on materials then he said "not important." 4.) In the same email on August 27,2015, Mr. [redacted] is once again accusing us of charging him 7+ more hours, which is not true and admits it in his own complaint to the Revdex.com. When he said that his complaint amount is $250.00 which equates to 3.84 hours, not 7+ hours. 5.) In the same email on August 27,2015, Mr.[redacted] talks about our employees picking up material from the vendor. Washington State Law says that we have to pay our employees, when they are working, and picking up his material is working. This was explained to Mr.[redacted] at the time of signing, that we do not add a percentage to the material, just our regular hourly rate to purchase, deliver and install. 6.) In the same email on August 27, 2015,Mr. [redacted] once again falsely accuses our company of charging him hours that we didn't work because our employees showed up in a different truck. Our employees did have car trouble, but it was the day before, after work, not that morning, and this was explained to Mr. [redacted]. Furthermore backed up with the time that our employees clocked in, the receipt from the vendor when they checked out, and our employee's start time per his own email on August 26,2015. 7.) In Mr. [redacted]'s email dated August 26,2015,he states that he had no idea that the bid was going to be for more than the not to exceed amount of $3000.00 which could not be further from the truth. Mr. [redacted] knows this because I was standing in the office when Morris, the project manager, called Mr.[redacted] and told him that we were at the limit and had one more day to complete the project and it was Mr. [redacted]'s decision, for us to proceed or stop. Mr.[redacted] admits this in his email dated August 27,2015,stating that Morris told him that the cost would be about $3400.00 which was true. The cost ended up being $3500.00 plus tax. 8.) Mr. [redacted] also accuses us of purchasing material, charging him for it and then taking it. Which is just simply not true. We brought some stock from our shop that we will use in the event that we get to the end of the job and need a few Lineal feet. Lastly, to summarize the complaint, I would like to say that it is unfortunate that there are customers like Mr.[redacted]. I say this because, as soon as he brought this to my attention, I immediately got into his file, and did the research and provided him with the information that he requested. He enclosed that email with his complaint. The fact that Mr. [redacted] says in his first email, that his invoice is almost twice as much as he thought, proves that my statements above are completely true. It is also unfortunate, that Mr. [redacted] assumed that we could not resolve this because I was gone for the weekend and immediately got a hold of him when I returned on Monday morning. I informed him that after we spoke, that as soon as he paid his bill that I would refund him 4 hours. 4 hours is what he asked for even in the Revdex.com complaint. Once again proving that all his other statements are false. During the course of our conversation, I expressed to him how important our reputation is and his satisfaction. Even after I backed everything up with the facts, to resolve this quickly, I let him know that he could take off 4 hours from the final bill. He informed me that he already sent the check. I informed Mr. [redacted] that when we receive his final payment, I will refund him the equivalent of 4 hours. As of September 10,2015 we still have not received full payment from Mr.[redacted]. He also continues to file complaints online with different websites even after telling me he was satisfied and we were complete. It almost seems like Mr. [redacted] has a personal vendetta against our business. We have almost 50 5 Star reviews online and treat our customers with the respect they deserve. I hope that you will take in consideration all the discrepancies in Mr. [redacted]'s email and his Revdex.com complaint. Sincerely,