Intermountain West Contractors LLC

To whom it may concern: We have always had a great standing with the BBB and would like to keep our great reputation in place. As a company we always strive to go above and beyond for any customer but especially if there is someone that feels like there has been a problem with our services. I am... very familiar with [redacted] and have had many conversations with her in attempt to fix any and all issues for her from the beginning whether or not they were caused by us. We did replace the roof for her almost 2 years ago. The valley flashing that she said “we routed” was put in by us but can only go down the middle of a valley. It is possible that she needed gutters to route the water elsewhere as it leaves the roof however that is not a flaw in the installation process of the roof. We were hired to replace the roof and gutters were never discussed once. We did accidentally cause some damage to the electrical conduit for her hot tub from falling roofing debris. This was taken care of and we paid an electrical contractor to fix this at no cost to the homeowner. We did not however use her hot tub cover as a platform to work on. She brought this up to me just 1 month ago complaining that she had to purchase a new hot tub cover because of the work we did almost 2 years ago. I still do not believe that we had anything to do with this, however I did offer to compensate her for the hot tub cover if that is what she felt was fair. She has since told me not to. My guys are very professional, and I will stand behind their work 100%. Now to address the skylight situation We did not remove any skylight flashing when we replaced the roofing material. We never do this as there are my different styles of both skylights and flashing kits. All skylights are very prone to leaking and for that reason we have always steered clear of selling them or engaged in the maintaining of them. I always recommend my customers have a professional that deals specifically with skylights replace those. I do have multiple recommendations for all my customers. [redacted] did call us about a leak around the skylight not long after the roof was done. I did send someone out to look at it because it was a big concern to her and after trying to explain the situation she was still blaming us. I sent someone out immediately to seal the skylight until she was going to fix them. (Again, I do not install or replace skylights). That was the last I heard from her and things ended very amicable or, so I thought. This last January I got another phone call from her stating that we were liars and that she was just going to take us to court and sue us for damages to her home from a poor roofing job that was done. (This was the 1st contact I had from her since April of 2016). I immediately called her hoping to find out what had happened and why I was just barely finding out that there were any complications with her roofing project. She then told me that that she had spent thousand in home repairs on multiple occasions due to the poor roofing job. I had to spend a long time speaking with her just to find out that it was again all about the skylights and that the roof itself was done properly. I did however feel for her and I could tell that she was extremely stressed out about her situation and so I offered once again to send someone out to look at her skylights and to save her some money would be happy to have my crew install new flashing around her skylights to at least ensure that no water would be coming in and causing her more damage in the future. Again, this is outside of our wheelhouse, but I felt for her and wanted to help any way that I could. I sent a crew out that had to cut custom flashing to go around the entire skylight and ensure that it didn’t leak. They did so but then at 10:00 that night I got a very disgruntled text from her saying that her skylights now wouldn’t close due to having too much flashing around them. She then threatened us with a lawsuit and said she would file a complaint with the BBB if I didn’t make this right. She also wrongfully accused our guys of smoking on her property and was disgusted that there was debris on her bedroom floor above the skylight (she wasn’t home when the repairs were done, and I have instructed my guys to never enter a home when the owner isn’t present). She was upset that her furnace would run all night that night due to the skylight not being completely closed. I called her immediately and explained that I didn’t appreciate the threats because we really were trying to go above and beyond to help her get out of a situation that wasn’t even our fault. She insisted that it was our fault and called us incapable and liars and that she hoped she wouldn’t have to sue us and write a complaint but that the only way that would happen is if we would send a professional out to fix her issues. I really hate being blackmailed or threatened but at this point I knew there was no way I could make her happy so in order to protect the reputation that we have spent years trying to build I agreed. But I also told her to please call me directly if she needed anything again in the future or to please let me know if the was a problem with the skylight guy. She agreed. I contacted a skylight professional the next morning and asked him to get in touch with her. I also confirmed with her that he had indeed been in touch and were working on setting up an appointment. I spoke with the skylight guy again today and he said that he had been rescheduled multiple times by here due to her hectic schedule but that they were indeed still scheduled to look at things on 2/22/18. I was under the assumption that she was getting taken care of, on my dime nonetheless. The first I have heard about her continued unhappiness was in the BBB complaint this morning. I have tried reaching out to her today as has my business partner with no success. We have tried to help her and really do right by her not only to protect our company reputation but mostly just to help a person and customer in need even though what she is experiencing isn’t coming from anything that we did to her house.

To whom it may concern: We have always had a great standing with the Revdex.com and would like to keep our great reputation in place. As a company we always strive to go above and beyond for any customer but especially if there is someone that feels like there has been a problem with our services. I am...

very familiar with [redacted] and have had many conversations with her in attempt to fix any and all issues for her from the beginning whether or not they were caused by us. We did replace the roof for her almost 2 years ago. The valley flashing that she said “we routed” was put in by us but can only go down the middle of a valley. It is possible that she needed gutters to route the water elsewhere as it leaves the roof however that is not a flaw in the installation process of the roof. We were hired to replace the roof and gutters were never discussed once. We did accidentally cause some damage to the electrical conduit for her hot tub from falling roofing debris. This was taken care of and we paid an electrical contractor to fix this at no cost to the homeowner. We did not however use her hot tub cover as a platform to work on. She brought this up to me just 1 month ago complaining that she had to purchase a new hot tub cover because of the work we did almost 2 years ago. I still do not believe that we had anything to do with this, however I did offer to compensate her for the hot tub cover if that is what she felt was fair. She has since told me not to. My guys are very professional, and I will stand behind their work 100%. Now to address the skylight situation… We did not remove any skylight flashing when we replaced the roofing material. We never do this as there are my different styles of both skylights and flashing kits. All skylights are very prone to leaking and for that reason we have always steered clear of selling them or engaged in the maintaining of them. I always recommend my customers have a professional that deals specifically with skylights replace those. I do have multiple recommendations for all my customers. [redacted] did call us about a leak around the skylight not long after the roof was done. I did send someone out to look at it because it was a big concern to her and after trying to explain the situation she was still blaming us. I sent someone out immediately to seal the skylight until she was going to fix them. (Again, I do not install or replace skylights). That was the last I heard from her and things ended very amicable or, so I thought. This last January I got another phone call from her stating that we were liars and that she was just going to take us to court and sue us for damages to her home from a poor roofing job that was done. (This was the 1st contact I had from her since April of 2016). I immediately called her hoping to find out what had happened and why I was just barely finding out that there were any complications with her roofing project. She then told me that that she had spent thousand in home repairs on multiple occasions due to the poor roofing job. I had to spend a long time speaking with her just to find out that it was again all about the skylights and that the roof itself was done properly. I did however feel for her and I could tell that she was extremely stressed out about her situation and so I offered once again to send someone out to look at her skylights and to save her some money would be happy to have my crew install new flashing around her skylights to at least ensure that no water would be coming in and causing her more damage in the future. Again, this is outside of our wheelhouse, but I felt for her and wanted to help any way that I could. I sent a crew out that had to cut custom flashing to go around the entire skylight and ensure that it didn’t leak. They did so but then at 10:00 that night I got a very disgruntled text from her saying that her skylights now wouldn’t close due to having too much flashing around them. She then threatened us with a lawsuit and said she would file a complaint with the Revdex.com if I didn’t make this right. She also wrongfully accused our guys of smoking on her property and was disgusted that there was debris on her bedroom floor above the skylight (she wasn’t home when the repairs were done, and I have instructed my guys to never enter a home when the owner isn’t present). She was upset that her furnace would run all night that night due to the skylight not being completely closed. I called her immediately and explained that I didn’t appreciate the threats because we really were trying to go above and beyond to help her get out of a situation that wasn’t even our fault. She insisted that it was our fault and called us incapable and liars and that she hoped she wouldn’t have to sue us and write a complaint but that the only way that would happen is if we would send a professional out to fix her issues. I really hate being blackmailed or threatened but at this point I knew there was no way I could make her happy so in order to protect the reputation that we have spent years trying to build I agreed. But I also told her to please call me directly if she needed anything again in the future or to please let me know if the was a problem with the skylight guy. She agreed.  I contacted a skylight professional the next morning and asked him to get in touch with her. I also confirmed with her that he had indeed been in touch and were working on setting up an appointment. I spoke with the skylight guy again today and he said that he had been rescheduled multiple times by here due to her hectic schedule but that they were indeed still scheduled to look at things on 2/22/18. I was under the assumption that she was getting taken care of, on my dime nonetheless. The first I have heard about her continued unhappiness was in the Revdex.com complaint this morning. I have tried reaching out to her today as has my business partner with no success. We have tried to help her and really do right by her not only to protect our company reputation but mostly just to help a person and customer in need even though what she is experiencing isn’t coming from anything that we did to her house.