Initial Business Response /* (1000, 8, 2015/06/29) */
In response to Mr [redacted] complaint that the work is still not completed, that is accurate. However thc reasons as to why are not The original scope of repair took 7 months to become agreed upon. After it was agreed upon with the Insurance...
company it took another month for Mr [redacted]to make the personal changes he wanted. After the demolition phase of his project., the homeowner had us stop work so he could make some upgrades that were not a part of his claim with the insurance company. OTICC we were back in production and the drywall was completed, the homeowner then stalled Lis for 6 weeks while he attempted to complete that painting portion of the claim on his own. We ended up completing this for him, at no charge to get the project moving again.
There were multiple delays due to Mr [redacted] choosing items that. were non stock items to be put in his home. There was also an extensive delay for the cabinets and granite countertops that he choose.
Both Nationwide and Mr [redacted] have been communicated with since this letter and a resolution has been come to on completion.
Sincerely,
Michelle F[redacted]
Project Coordinator
Monroe Restoration & Cleaning, inc
Initial Consumer Rebuttal /* (3000, 10, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What a joke! I fully expected Monroe to put some of the blame on us, but did not expect them to put ALL of the blame on us and to continue with their lies is absurd! First of all Ms. F[redacted] (whom I never had any contact with on the project) states that the scope of work took seven months to be agreed upon, which is a total lie. Once the house was dried out and the damage was fully evaluated it took two months to have an agreement and yes another month for us to make additions and changes. Most of the changes were for items we took out for us to be responsible for since we felt Monroe's pricing was way out of line. For example (and we have it in writing) $2,200 to install a $950 (retail) wall furnace. I don't mind people making a fair living, but to pay $1,200 for no more than two hours work seems a little excessive! Further we NEVER ONCE had Monroe stop the work due to changes or upgrades, another flat out lie! If Ms. F[redacted] considers such things as deciding to not use the tile that WE had pre-bought for the project and to use the same tile throughout the kitchen, hallway and bathroom or deciding to put under cabinet lights in, or that we decided not to use the crown moulding for the kitchen cabintes (which was [redacted]'s suggestion) or adding a 2x2 tiled entrance way in the front of the house was too many changes for them to handle then I apologize. Further, Ms. F[redacted] is completly lying when she states that we stalled the project for six weeks while we attempted to paint the house! For Gods sake.....STOP THE LIES!!!! The demolition started in mid-August and yes, we were going to paint the house ourselves. We were told by Don F[redacted] (no longer with the compnay) that the house would be ready for painting by early October. My brother and I cleared our calendars for the second week in October to paint. I know it was the second week as we go on our annual hunting trip the third week and wanted to get it done before we left. After several inquiries to Don regarding the progess of the constuction and drywall phase I received a text on October 31st stating "not much progress has been made. There was an issue with a couple of expired bonds, but they have been taken care of. Will make big strides next week" This went on until the end of November at which time Don informed me that the house is now ready for painting. After telling Don since we are now into the holiday season my calendar is totaly booked and would not be able to get to the house to paint until after the first of the year, his exact text to me was "Just get me the Sherwin-Williams color numbers and I'll get it painted". When asked how that would effect the already agreed upon contract he said, AND I QUOTE " Nothing, this has gone on for too long. I'll get it painted for you" How Ms. F[redacted] can even think of blaming us for the painting delay is beyond me! By the way the house pinting was completed in February of 2015 a full TWO MONTHS after they said they would get it done. Lastly, Ms. Flectcher states in her letter that "There were multiple delays due to Mr. G[redacted] choosing items that were non stock items to be put in the home" She is referring to the vanities in both of the bathrooms that Monroe recently had to order and were not in stock. However what she fails to mention is that descriptions, website links and where to buy these items were sent to Jeremy D[redacted] on AUGUST 24, 2014!!!! Why didn't he order them in August and have them ready to be installed when the bathroom was finally completed in June of this year! Also, on another note she states that there was an extensive delay in the cabinets.....LIE. The cabinets were ordered at the end of July 2014 and were sitting at the warehouse for Monroe to advise when to heve them delivered. I got tired of the delivery people calling me to ask when they could make the delivery and finally gave them Jeremy's number and told them to contact him directly. Please have Ms. F[redacted] explain why, up untill June of this year not much work was being done to the house untill we finally had enough and contacted a Lawyer in South Bend. Once our attorney got involved then a flury of work was done at the house. Please keep in mind that through all of this I never complained about the quality of the work (except for the painting, which was a very poor job) all of the trades that have been employed by Monroe has been satisfactory. Our complaint was with soley with Monroe and their abillity to manage a project.
Initial Business Response /* (1000, 8, 2015/06/29) */
In response to Mr [redacted] complaint that the work is still not completed, that is accurate. However thc reasons as to why are not The original scope of repair took 7 months to become agreed upon. After it was agreed upon with the Insurance...
company it took another month for Mr [redacted]to make the personal changes he wanted. After the demolition phase of his project., the homeowner had us stop work so he could make some upgrades that were not a part of his claim with the insurance company. OTICC we were back in production and the drywall was completed, the homeowner then stalled Lis for 6 weeks while he attempted to complete that painting portion of the claim on his own. We ended up completing this for him, at no charge to get the project moving again.
There were multiple delays due to Mr [redacted] choosing items that. were non stock items to be put in his home. There was also an extensive delay for the cabinets and granite countertops that he choose.
Both Nationwide and Mr [redacted] have been communicated with since this letter and a resolution has been come to on completion.
Sincerely,
Michelle F[redacted]
Project Coordinator
Monroe Restoration & Cleaning, inc
Initial Consumer Rebuttal /* (3000, 10, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What a joke! I fully expected Monroe to put some of the blame on us, but did not expect them to put ALL of the blame on us and to continue with their lies is absurd! First of all Ms. F[redacted] (whom I never had any contact with on the project) states that the scope of work took seven months to be agreed upon, which is a total lie. Once the house was dried out and the damage was fully evaluated it took two months to have an agreement and yes another month for us to make additions and changes. Most of the changes were for items we took out for us to be responsible for since we felt Monroe's pricing was way out of line. For example (and we have it in writing) $2,200 to install a $950 (retail) wall furnace. I don't mind people making a fair living, but to pay $1,200 for no more than two hours work seems a little excessive! Further we NEVER ONCE had Monroe stop the work due to changes or upgrades, another flat out lie! If Ms. F[redacted] considers such things as deciding to not use the tile that WE had pre-bought for the project and to use the same tile throughout the kitchen, hallway and bathroom or deciding to put under cabinet lights in, or that we decided not to use the crown moulding for the kitchen cabintes (which was [redacted]'s suggestion) or adding a 2x2 tiled entrance way in the front of the house was too many changes for them to handle then I apologize. Further, Ms. F[redacted] is completly lying when she states that we stalled the project for six weeks while we attempted to paint the house! For Gods sake.....STOP THE LIES!!!! The demolition started in mid-August and yes, we were going to paint the house ourselves. We were told by Don F[redacted] (no longer with the compnay) that the house would be ready for painting by early October. My brother and I cleared our calendars for the second week in October to paint. I know it was the second week as we go on our annual hunting trip the third week and wanted to get it done before we left. After several inquiries to Don regarding the progess of the constuction and drywall phase I received a text on October 31st stating "not much progress has been made. There was an issue with a couple of expired bonds, but they have been taken care of. Will make big strides next week" This went on until the end of November at which time Don informed me that the house is now ready for painting. After telling Don since we are now into the holiday season my calendar is totaly booked and would not be able to get to the house to paint until after the first of the year, his exact text to me was "Just get me the Sherwin-Williams color numbers and I'll get it painted". When asked how that would effect the already agreed upon contract he said, AND I QUOTE " Nothing, this has gone on for too long. I'll get it painted for you" How Ms. F[redacted] can even think of blaming us for the painting delay is beyond me! By the way the house pinting was completed in February of 2015 a full TWO MONTHS after they said they would get it done. Lastly, Ms. Flectcher states in her letter that "There were multiple delays due to Mr. G[redacted] choosing items that were non stock items to be put in the home" She is referring to the vanities in both of the bathrooms that Monroe recently had to order and were not in stock. However what she fails to mention is that descriptions, website links and where to buy these items were sent to Jeremy D[redacted] on AUGUST 24, 2014!!!! Why didn't he order them in August and have them ready to be installed when the bathroom was finally completed in June of this year! Also, on another note she states that there was an extensive delay in the cabinets.....LIE. The cabinets were ordered at the end of July 2014 and were sitting at the warehouse for Monroe to advise when to heve them delivered. I got tired of the delivery people calling me to ask when they could make the delivery and finally gave them Jeremy's number and told them to contact him directly. Please have Ms. F[redacted] explain why, up untill June of this year not much work was being done to the house untill we finally had enough and contacted a Lawyer in South Bend. Once our attorney got involved then a flury of work was done at the house. Please keep in mind that through all of this I never complained about the quality of the work (except for the painting, which was a very poor job) all of the trades that have been employed by Monroe has been satisfactory. Our complaint was with soley with Monroe and their abillity to manage a project.