Jensen & Jensen Construction, LLP

Here is a picture of the deck- it is not done yet- there is still skirting that needs to go around deck(Along with some other items)I will send additional rebuttalWe do, however, have on tape, the homeowner stating "she has the nicest deck in the neighborhood(Don't know how to send that.)

Initial Business Response /* (1000, 5, 2015/07/20) */
In regard to the claim by "Complainant"- Never before have I seen a document filled with half truths, distortion, & scanderois remarksThe actual events are as follows: The appointment was set for July 6, It was set up as a "leaking
toilet"The morning of the appointment Nick called the homeowner to cancel, as we had an urgent matter to addressThe homeowner called us back on the July 9th, asked if Nick could come out, he was in desperate need of a contractorHe stated he had other contractors lined up, however, they wouldn't come outNick agreed to come out that evening of July 9th, and forego for son's birthday partyWhen Nick arrived, the family was eating-minus the husband, as he was still at workMrsHomeowner and I went to the basement, where she said the damage wasI put on my hepa mask, I viewed drywall which had been removed, studs exposed, & thick black mold existed on framing membersThe wife stated that other mold contractors had been out, had declined to do the work, & that it was stachybachy moldI asked her what type of testing they did, and how they came to that conclusion? She said noneSince there was no hepa machine, air scrubbers, containments, or anything they had abandoned all remediation protocol, leaving one conclusion- that the entire home had been contaminatedShe asked-"So, are we breathing this?" (she had an infant in her arms)I said-"Well, I'm not-I'm wearing a respirator, but you are." I told her she couldn't live thereAnd then I asked her who did all of this work? She replied -her husband did all of thisI told her she needed to have a plan in place, and that the entire house would now have to be remediatedI looked over the entire basement, saw large fishtanks, were empty; petri dishesI told her that the entire house needed to be sprayedto knock down any airbourne particulatesShe called her husband, and agreed to $to spray the house & put together a planShe declined to use a hepa machine, as it was $175./week, and told her it was clearly a temporary measure-thus the plan of attack had not been drawn up yetI told her everyone would have to leave the house while the treatment was being doneI sprayed with EPA approved microbial agent, with a 5% zinc solutionThis product will kill 99.9% of every type of mold it comes in contact withI wet wiped all flat surfaces, leaving them wet for approximately min, including the heating and air conditioning systemWhile I was finishing up, the husband arrivedHe said his main concern was that his family was breathing this stuffI replied, well, "right now they're not"We had very little contact, as I was cleaning up my tools- it was dawas lateThey wrote me a check and seemed quite happy with everythingWhile he was writing the check, I found out about the insurance company was suppose to be out the next dayHe asked me about the staining on the woodI stated-give it a couple of daysIt takes approximately 48-hrsto workThat's when I found out that a family member was an insurance agentThis agent told them that if the Adjuster saw any mold, he would deny the claimI told him that it was not trueAnd if the adjuster didn't see any signs of momight be suscipiousAnd that my experiences over the last year, they were denying every claim on the first visit-that he should have a letter prepared, and if he needed any assistance, our office would be there to help himMeaning that there was a report being drafted -customized to his issuesThe customer asked if we could lighten the wood a little bit, get rid of the stainingHe heard that bleach would do the trickHe asked if I had any bleachI stated "no, we don't use bleach (in this application)Then he asked his wife if she had bleachShe came back with an 1/of a gallonI warned them that using bleach was not the right thing to do because bleach becomes food for mold when it is broken down to molecular levelWhat I saw was a ligitimate claimThere was no need for "whitening" from a bleachI packed up my bags and leftAt this point everyone was fineAbout miles down the road I realized I had forgotten my toodbeltI was texting them, as a text came in stating "hey you forgot your toolbelt"I had already turned around and was on my way backI must have arrived a little sooner than I should have, as I rounded the house, I heard the homeowners speaking about the check they just wrote, and how they were going to cancel itI stopped and listened for a few minutesI don't even want to say what they just saidI ha preferred to say it to his face- I went up the steps and rang the doorbell.The wife came up the stairs with the toolbelt in her hand, with a brand new phony smile- she said you are probably going to need this and handed the toolbelt to meThe following day, prior to arriving at their bank, I texted them and asked if everything was okThis text reply said he didn't have a microscope and couldn't tell if everything was okAt that point, Nick cashed the checkNick told them he would be back out to see if eveything was okNick arrived at 6:30pm, as scheduledMrhomeowner arrived at 7pm(Nick waited in the truck until then)At this time I found out why I was there, and more than likely why other contractors would not do the jobThe homeowner restated his position, that he wanted Nick to remove all visible signs of moldI told him what he was asking me to do was to defraud the insurance companyAnd that I was not going to get involved with defrauding insurance companies, and explained he had nothing to worry aboutHe violently stated his opinion, blocking the exit, screaming at Nick- stating he was a fraud, a snake oil salesman, and other obscene remarksNick picked up his bucket and walked out the doorAt this time he followed Nick into the street with his phone/camera shouting at Nick that he wanted his money back, calling him MrFraud- for all to hearWhen Nick was in his truck, the homeowner stuck his camera up against the windowNick drove offThe homeowner started texting him continously, asking for his money back, that he was going to post us on the internet and tell everyone we were fraudsAfter several hours, Nick decided it was time to go to the policeNick called them The Police told Nick that they had another Contractor stating the same concernsNick was told to not have any further contact with himWe anticipate a day in court with hin, with no regret, as we did the job we were asked to doRefusing to be a part of insurance fraud is something we don't condoneIt is my opinion, that the homeowner, after talking to contractors was aware of what to say, or not to say to the next company walking in the door.(us) The scope of work and expectations changed from-wanting clean air/breathing conditions, to a full mediation(much more time and money) Prior to insurance adjuster being there is considered fraudWhat we did was considered Phase We told the homeowner he was doing the cart before the horse, but it went on deaf earsWe have done this work for over homes, with air sampling done, the homes come back cleanA quote from Air Tech Environmental;"this house is clearner than an operating room", which he pulled air samples on our jobs- and they all came back cleanThat's all we want for this homeowner- a clean and safe home environment for him and his family
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
Here's the mold report
All of the areas listed and pictured in the report were treated by Jensen & Jensen
Final Business Response /* (4000, 9, 2015/08/07) */
It has become quite clear, now that the homeowner has communicated through two complaints, exactly what the issue really isCommunicationThe homeowner was apparently expecting a "MOLD REMEDIATION" serviceWhat we did was a "TREATMENT"Mold Remediation is service that requires a 1) Plan of action, which we go over with the homeowners exactly what we are going to do and why2) A written estimate describing in detail what will be done, cost, & terms3)a date agreed upon by both homeowner and contractor to startIt requires planningTo preform a Mold Remediation service, we would have had containments, a hepa running, and worn protective gear, ordered a dumpster, and potentially a permit (depenidng on extent of service provided)What you are basically getting in basic terms is a demo of existing building materials; drywall, carpet, etc., while treating and handling it so that it is "contained" and treated to eliminate airbourne particulatesThis is not something you do "impromptude" in the eveningThe service we provided was a treatment of the air, so that the family was in a safer, healthier environment, meant as a temporary service, until the plan of action was establishedRemember- the homeowner started doing this demo himselfNot trained, not using proper equipmentIn doing so, he disturbed the mold, making the breathable air toxicWe charged $Does that sound like a realistic amount to do a full Mold Remediation? It even states in the previous response that we were going to discuss a plan of action with the homeownerAnother point, the husband (one filing a complaint) was not home when this all startedHowever, it was discussed with himWe were not there to tear down walls We offered the services of a hepa to the homeowner- it was declined..A photo of the window means nothingWhen was it taken? A company filing a "Field Report" specifically using our company name without having not even spoken with us, verifying any information, is deemed recklessThat is not a bias reportIn speaking with the company directly, they stated 1)the photo of the window was taken prior to the date we were there2) that they had not yet received payment for services rendered, as they were employed by the homeowner to do the Mold Remediation to date.3)the homeowner was very difficult to work with, questioning everything they didAs a sidenote- it is not uncommon for homeowners whom have had mold in their home to have eractic behavior, leading to divorce; martial problems, unhappy children, like "negative energy" surrounding the homeThe reward in doing this job for us, as contractors (well- can't speak for everyone) is seeing the change in peopleCommonly known as "back to their old self again"- happy and loving lifeI do hope that the family's disposition does the same, as I understand that their home has been remediated

I am rejecting this response because:You can't argue the structure you builtCode aside, so many cosmetic issues, I can't even begin to describePoor workmanship

In response- the homeowners words to have the nicest looking deck in the neighborhoodThat should say it all, but I will try to provide "the bigger picture"The first thing I should mention is that the homeowner told us he wasn't going to pay us.(almost finished-needed touch up & few
things)InterestingTo understand it better- the design was changed 4x., their expectations of a wood deck are unrealisticThey didn't like the knots, and wanted the entire deck sanded down-smooth, no grain showing and no knotsThey wanted a cedar deck.It was difficult to work for them, as they were dictating what to do and how to do itFirst it is steps, then they want Then they purchased "post jackets" with a skirtThe deck was not designed for thatThey changed the size of the deck, resulting in having to re-order materials.Then they send us a picture of what they want-which included white stainAgain, this is cedarThis tripled our workwhite is going to "bleed"-so it takes many coats (even with a primer) One inspection was because the inspector came on his own accord- he wanted to see a free-standing deckHe asked us to do his sister's deckthe first inspection did not pass -trueHowever, it had rained (heavy rain) the night before, and the dirt had washed back into the hole-not all- just a couple inches in a couple holes The permit was not on the job (because of rain)The inspector came back out the next day & signed off There was minor items for final (inspector's words-not mine).It would have taken min to fix- but they said we are not allowed back to complete itinspectors commented how strong the deck was, and amazed- because we were building a free-standing deck I was there for the final inspectionThe inspector said "this deck is not going anywhere"-meaning it was built solidWe went above and beyond the code requirements for some itemsThe concrete was 5000psi(usually contractors use 1000psi)I know we should have stuck to the original design-what they signed and agreed toWe kept trying to please them-but the more we did, the worse it got When the homeowner came out to the deck and said the wood should be sanded and smooth-I knew we were in troubleI told them it was beyond the scope for building a deck made of cedar and if they opted to do so that it would be after we are done, and their own dimeI believe their expectations just couldn't be metWhat do you do? Just stop? No, you're under contractIt should also be mentioned that we spent over a thousand dollars more-out of our own pocket with all the changesThey refused to pay the work change order-then agreed to pay it at the endWell now I know why-they never intended on paying usSo they found another contractor to say "take it down" and start overOf course- that contractor cannot warranty his work, or work from our permit They didn't like what the inspector had to say- so they found someone elseThe difference is that a city inspector doesn't take sidesHe is neutralHe is only there to make sure it is built within the code requirements The rest of the stuff is raw emotion & unfoundedTo say someone is "swinging a hammer" directly at someone? You "just didn't speak to them" anymore? No As a resolve-well..the homeowner should have used composite materialWe told them from the beginning we don't care for it (too many recalls) & we will not warranty that materialThey said they had done their researchThey agreed to cedar