In early May, our project manager had multiple conversations with the customer. When a few weeks went by and we did not hear anything, we wrote the attached letter. When another three weeks went by with no response from the customer, we hired an attorney and asked him to send a letter...
which is also attached. The customer has recently responded after receiving our attorney's letter. Our attorney will be handling the matter going forward and it will be pursued legally if necessary. Thank you.
Dear Mrs. [redacted],
First, we are sorry for your frustration and the leak. To my understanding, the roof was remedied back on February 28th before the last big snow storm, and it has not leaked recently. If this is not the case, please just let our service department know and we...
will return back out there as soon as possible. I have prepared a full response to your Revdex.com statement also, as instructed to do so by the Revdex.com:As you know this was a horrible February and
the snow, ice and temperatures made it very difficult and dangerous to try to
assess the possible leak. The roof portion of your project was indeed a more
challenging one as your roof does not have traditional gutters, rather it has multiple low slope areas that drain into one small
gutter. As well, your drainage system
has only a fraction of a traditional gutter system's available drainage. It is adequate if it drains, but if ice is
blocking your smaller gutters and/or downspouts, then your roof accumulates a lot of ice
and water on the low slope areas.
Given the intricacy of the project, we took vast precautionary
measures during installation last October when the roof was installed. We liberally applied a high performance
self-adhering underlayment membrane under the roofing shingles and low-slope
roofing. This was done specifically to
prevent ice and water backup when conditions prevail. When you first called on February 9th,
our production manager was out there that day to access the situation and it
appeared that it was most likely ice and water backup in a low slope area. As he explained then, due to the extremely low temperatures it would be next to impossible to fully assess or remedy the
problem but once the weather improved we would come back and make it right.
Turns out we went on to have the coldest February in over a
century which did not help. You called
on February 26th and we said we would contact the foreman to try to
figure something out sooner. You called
again on February 27th that it was now leaking again and we said we would
do our best to get him out there asap. He went there on Saturday, February 28th
and looked over everything as best as he could given the difficult conditions
with the snow, ice and freezing temperatures.
As expected, there were extreme amounts of ice and snow on the roof (see
photo). He did reseal one small spot
near a stack boot which was covered in snow and ice. When you recently talked to [redacted] this past Friday, March 6th you said
that there has not been any leaks recently, which is great news because the snow
and ice are melting and there were a few very cold days that it probably would have
leaked if it was still present.
When the roof is clear and safe to fully service, we will
review everything again and make sure there are no possibilities for
leaks. Please understand that we went
above and beyond during the installation.
As an extra precaution, we are going to recommend some solutions to keep your gutters from freezing and preventing the roof from draining. Our production manager will discuss this further with you soon.
Sincerely,
[redacted]
President
In summary, the daughter of the customer is (and has been)
attempting to avoid paying the past due final balance as agreed upon in the Project
Contract for new custom replacement windows. The new custom windows have been
manufactured and professionally installed.
There was a screen service...
on the windows as one of our brand new
products had a defect. It has been
corrected to the customer’s satisfaction.
We even have the customer on a recorded call stating that she is
satisfied, but the daughter still insists on not paying for the windows. They have only paid $500 so far. The daughter’s statement of what transpired is
grossly false. Like previously stated, she
has been trying for money off and discounts since the custom windows were
ordered, well before they were installed and this is her latest attempt. There will not be any changes to the agreed
upon amount. And the final balance needs to be promptly paid in full as has
been requested multiple times. We
appreciate the Revdex.com in helping get this resolved.
In more detailed response to the latest set of claims presented (if
needed): On June 11th the customer and her daughter met with our
sales representative and our Vice President.
The daughter lives in Alaska and was in town visiting. The customer and her daughter contracted for new
custom vinyl windows would be installed and were clearly told that there would be
some visible glass loss compared to the existing windows sight lines. One of our representatives even went as far
as to show them approximately where the new glass sight line would be. They were fine with that and understood there
would be visible glass loss. The existing windows were new construction awning
windows and we proposed to replace them with new custom two-lite sliders with
full screens. They ordered our top of
the line window with the highest performing x3 glass. The customer and her
daughter were shown a sample of the window, how it operates and how the sashes
could even be removed from the interior if desired. With the weight of the glass, we advised that
it would be best for a family member (like the middle aged son that lives at
home) to lift the window sashes out if needed for cleaning. The customer also selected our brand new flex
screens that were a brand new product at the time and also a free upgrade that
usually costs $30 or more per window depending on type, size and style.
Approximately four weeks after the contract was signed and
while the project was in manufacturing, the daughter called to cancel the order
because she had found another company at a cheaper price with different windows
and options from a different manufacturer.
She was told it was not possible to cancel as everything was custom
ordered for their project. She was not happy that she could not cancel
and then wanted additional discounts.
The windows were installed and after the installation, there were some
issues with the new screen products as they did not fit as designed. The customer (the mother who lives there)
called our representative on a Sunday and left a message. When he got home from
church, our representative called her back and said he would stop out first
thing Monday morning. He went to her
house the next day and found the screens didn’t fit right and called into the
office to start a service request and have the screens reordered. They were ordered and sent directly to the
rep so he could take them right out there, and he was back there the next
week. Unfortunately the replacement
screens didn’t fit within specifications either. The representative offered to manufacture our
extruded screen frames which we could get very quickly. The customer stated they really wanted these
new flex screens. We contacted the
company that invented the product and supplied us with the sizing and
specifications. The President of that company was going to be in the area of
the job and went to the job site himself to troubleshoot the screens. He came back the next week with new custom
screens and installed them. The customer stated that they were very happy with
the screens now. In response to some of
the other claims, the windows were absolutely installed correctly with proper
insulation and there was no misleading.
We would like the customer to pay the $4,400.00 balance as
they have only paid $500 to this point and this balance is very past due.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Due to nonpayment and no response or progress on multiple attempts to resolve the final balance, we had to hire an attorney to secure a mechanic's lien. The time period was expiring for the lien to be filed and when we did not receive any response from the customer again we had to file the lien. Our attorney is now handling the collections and can be contacted to resolve the matter which is what we all want.
We are pleased to report that the remaining work is copmlete. Upon initial installation, our crew leader walked through the job with one of the customers and the discussed area was to be excluded from being sided per his instructions. After the installation, we found out that the area...
was desired to also be sided. Unfortunately additional materials were needed from the siding manufacturer and this took much longer than expected. The storm door was accidentally missed from the original project manager breakdown and order. For the customer, we are very sorry for the delay and definitely wish we would have completed the entire project during the initial installation similar to our other installations.
[redacted] <[redacted]@bex.net>Attachments2:54 AM (7 hours ago)to me It took me well over 8 hours to clean up all this dirt they tracked in and didn't bother to even try to sweep up. I also had dispose of all the trash including insulation and debris, at the far end, after they finished installing gutters, outside trim, and doing some of the electrical work, cutting through the walls, etc. They were not even scheduled to return for more than 2 weeks.Below are the steps I built myself because they FORGOT to pour the concrete steps ( that were in the original plan and price) prior to the floor slab, and it could not be done after, due to weight.This concrete was left in the backyard directly behind one of the doors, all winter longThe picture below, shows a pile of concrete that was dumped and left to harden when they cleaned out their cement cart. I also tripped over this all winter long and had to place temporary walkways AROUND what they left in the way.The cinderblocks below were left there all winter, from the door that they installed. Again more hardened concrete. This wasn't in our way as much.When they finally came back in April, they did haul that concrete and block away, finally.But THEN they left more, after they poured the cement outside. See below. We had to move that out of the way ourselves, in order to have our new hot tub delivered.Below is the cement contractors broken track, plywood and some of the cinderblocks I moved out of the backyard, with another pile of hardened concrete they left from their cart, again!And below are the heavy concrete pillars they dug up, and we moved from the backyard. We finally had to pay to have all of this hauled away just before Memorial Day Weekend, because their cement guy didn't came back to get it out of our yard, after repeatedly saying he would. When I called and told him I was having it hauled away, he apologized and offered to send me a check. I left him a message that it cost me $200, but of course he never sent a check for this. It actually cost us a lot more!! This delayed the landscapers coming in to do our lawn reseeding, costing us a lot more money by having to water throughout June and July instead of our original plan and scheduled grading and seeding, which would have utilized the rain in April -May, and cooler temperatures.The unfinished electrical pictures will follow.[redacted]
In early May, our project manager had multiple conversations with the customer. When a few weeks went by and we did not hear anything, we wrote the attached letter. When another three weeks went by with no response from the customer, we hired an attorney and asked him to send a letter...
which is also attached. The customer has recently responded after receiving our attorney's letter. Our attorney will be handling the matter going forward and it will be pursued legally if necessary. Thank you.
Dear Mrs. [redacted],
First, we are sorry for your frustration and the leak. To my understanding, the roof was remedied back on February 28th before the last big snow storm, and it has not leaked recently. If this is not the case, please just let our service department know and we...
will return back out there as soon as possible. I have prepared a full response to your Revdex.com statement also, as instructed to do so by the Revdex.com:As you know this was a horrible February and
the snow, ice and temperatures made it very difficult and dangerous to try to
assess the possible leak. The roof portion of your project was indeed a more
challenging one as your roof does not have traditional gutters, rather it has multiple low slope areas that drain into one small
gutter. As well, your drainage system
has only a fraction of a traditional gutter system's available drainage. It is adequate if it drains, but if ice is
blocking your smaller gutters and/or downspouts, then your roof accumulates a lot of ice
and water on the low slope areas.
Given the intricacy of the project, we took vast precautionary
measures during installation last October when the roof was installed. We liberally applied a high performance
self-adhering underlayment membrane under the roofing shingles and low-slope
roofing. This was done specifically to
prevent ice and water backup when conditions prevail. When you first called on February 9th,
our production manager was out there that day to access the situation and it
appeared that it was most likely ice and water backup in a low slope area. As he explained then, due to the extremely low temperatures it would be next to impossible to fully assess or remedy the
problem but once the weather improved we would come back and make it right.
Turns out we went on to have the coldest February in over a
century which did not help. You called
on February 26th and we said we would contact the foreman to try to
figure something out sooner. You called
again on February 27th that it was now leaking again and we said we would
do our best to get him out there asap. He went there on Saturday, February 28th
and looked over everything as best as he could given the difficult conditions
with the snow, ice and freezing temperatures.
As expected, there were extreme amounts of ice and snow on the roof (see
photo). He did reseal one small spot
near a stack boot which was covered in snow and ice. When you recently talked to [redacted] this past Friday, March 6th you said
that there has not been any leaks recently, which is great news because the snow
and ice are melting and there were a few very cold days that it probably would have
leaked if it was still present.
When the roof is clear and safe to fully service, we will
review everything again and make sure there are no possibilities for
leaks. Please understand that we went
above and beyond during the installation.
As an extra precaution, we are going to recommend some solutions to keep your gutters from freezing and preventing the roof from draining. Our production manager will discuss this further with you soon.
Sincerely,
[redacted]
President
In summary, the daughter of the customer is (and has been)
attempting to avoid paying the past due final balance as agreed upon in the Project
Contract for new custom replacement windows. The new custom windows have been
manufactured and professionally installed.
There was a screen service...
on the windows as one of our brand new
products had a defect. It has been
corrected to the customer’s satisfaction.
We even have the customer on a recorded call stating that she is
satisfied, but the daughter still insists on not paying for the windows. They have only paid $500 so far. The daughter’s statement of what transpired is
grossly false. Like previously stated, she
has been trying for money off and discounts since the custom windows were
ordered, well before they were installed and this is her latest attempt. There will not be any changes to the agreed
upon amount. And the final balance needs to be promptly paid in full as has
been requested multiple times. We
appreciate the Revdex.com in helping get this resolved.
In more detailed response to the latest set of claims presented (if
needed): On June 11th the customer and her daughter met with our
sales representative and our Vice President.
The daughter lives in Alaska and was in town visiting. The customer and her daughter contracted for new
custom vinyl windows would be installed and were clearly told that there would be
some visible glass loss compared to the existing windows sight lines. One of our representatives even went as far
as to show them approximately where the new glass sight line would be. They were fine with that and understood there
would be visible glass loss. The existing windows were new construction awning
windows and we proposed to replace them with new custom two-lite sliders with
full screens. They ordered our top of
the line window with the highest performing x3 glass. The customer and her
daughter were shown a sample of the window, how it operates and how the sashes
could even be removed from the interior if desired. With the weight of the glass, we advised that
it would be best for a family member (like the middle aged son that lives at
home) to lift the window sashes out if needed for cleaning. The customer also selected our brand new flex
screens that were a brand new product at the time and also a free upgrade that
usually costs $30 or more per window depending on type, size and style.
Approximately four weeks after the contract was signed and
while the project was in manufacturing, the daughter called to cancel the order
because she had found another company at a cheaper price with different windows
and options from a different manufacturer.
She was told it was not possible to cancel as everything was custom
ordered for their project. She was not happy that she could not cancel
and then wanted additional discounts.
The windows were installed and after the installation, there were some
issues with the new screen products as they did not fit as designed. The customer (the mother who lives there)
called our representative on a Sunday and left a message. When he got home from
church, our representative called her back and said he would stop out first
thing Monday morning. He went to her
house the next day and found the screens didn’t fit right and called into the
office to start a service request and have the screens reordered. They were ordered and sent directly to the
rep so he could take them right out there, and he was back there the next
week. Unfortunately the replacement
screens didn’t fit within specifications either. The representative offered to manufacture our
extruded screen frames which we could get very quickly. The customer stated they really wanted these
new flex screens. We contacted the
company that invented the product and supplied us with the sizing and
specifications. The President of that company was going to be in the area of
the job and went to the job site himself to troubleshoot the screens. He came back the next week with new custom
screens and installed them. The customer stated that they were very happy with
the screens now. In response to some of
the other claims, the windows were absolutely installed correctly with proper
insulation and there was no misleading.
We would like the customer to pay the $4,400.00 balance as
they have only paid $500 to this point and this balance is very past due.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Due to nonpayment and no response or progress on multiple attempts to resolve the final balance, we had to hire an attorney to secure a mechanic's lien. The time period was expiring for the lien to be filed and when we did not receive any response from the customer again we had to file the lien. Our attorney is now handling the collections and can be contacted to resolve the matter which is what we all want.
We are pleased to report that the remaining work is copmlete. Upon initial installation, our crew leader walked through the job with one of the customers and the discussed area was to be excluded from being sided per his instructions. After the installation, we found out that the area...
was desired to also be sided. Unfortunately additional materials were needed from the siding manufacturer and this took much longer than expected. The storm door was accidentally missed from the original project manager breakdown and order. For the customer, we are very sorry for the delay and definitely wish we would have completed the entire project during the initial installation similar to our other installations.
[redacted] <[redacted]@bex.net>Attachments2:54 AM (7 hours ago)to me It took me well over 8 hours to clean up all this dirt they tracked in and didn't bother to even try to sweep up. I also had dispose of all the trash including insulation and debris, at the far end, after they finished installing gutters, outside trim, and doing some of the electrical work, cutting through the walls, etc. They were not even scheduled to return for more than 2 weeks.Below are the steps I built myself because they FORGOT to pour the concrete steps ( that were in the original plan and price) prior to the floor slab, and it could not be done after, due to weight.This concrete was left in the backyard directly behind one of the doors, all winter longThe picture below, shows a pile of concrete that was dumped and left to harden when they cleaned out their cement cart. I also tripped over this all winter long and had to place temporary walkways AROUND what they left in the way.The cinderblocks below were left there all winter, from the door that they installed. Again more hardened concrete. This wasn't in our way as much.When they finally came back in April, they did haul that concrete and block away, finally.But THEN they left more, after they poured the cement outside. See below. We had to move that out of the way ourselves, in order to have our new hot tub delivered.Below is the cement contractors broken track, plywood and some of the cinderblocks I moved out of the backyard, with another pile of hardened concrete they left from their cart, again!And below are the heavy concrete pillars they dug up, and we moved from the backyard. We finally had to pay to have all of this hauled away just before Memorial Day Weekend, because their cement guy didn't came back to get it out of our yard, after repeatedly saying he would. When I called and told him I was having it hauled away, he apologized and offered to send me a check. I left him a message that it cost me $200, but of course he never sent a check for this. It actually cost us a lot more!! This delayed the landscapers coming in to do our lawn reseeding, costing us a lot more money by having to water throughout June and July instead of our original plan and scheduled grading and seeding, which would have utilized the rain in April -May, and cooler temperatures.The unfinished electrical pictures will follow.[redacted]