Legacy Restoration, LLC

I am rejecting this response because: My initial complaint against Legacy Restoration was due to the fact that they were not completing work on my home that they had been paid in full to completeAfter the complaint was filed, I received a call the next day and they began work within a few weeksLegacy followed up with the Revdex.com saying the case was closed Since then, they have been pursuing myself, my husband, our mortgage company and our insurance company for $25kPursuing is putting it lightly, it is bordering on harassment - daily calls, emails, bullying to send the check immediately, etc I have known something is wrong with the amounts they are asking and we have finally found it They have “lost” $- we have the bank statement and check duplicate showing this was written to Legacy and also cashed by themIn addition, they were billing for work they did not doWe did get them to admit to that and they took it offAfter we did further digging, it actually shows that Legacy owes us $because they have been overpaid in insurance dollars

[redacted] ,Per our conversation this afternoon, I have included steps for resolution that we agreed to belowThank you for taking time to work through the issues1) Legacy Restoration will install siding (exact match as your existing siding) on the lower 2/3rds (below the gable line) of the left facing elevation of your homeThe siding for your home is a special order siding, we are expecting that to be in within two to three weeksIt has been ordered today2) Legacy Restoration will install the siding on a FridayYou will receive a call from our Production team and myself on scheduling date.3) The Legacy team will make sure the clean up is complete and as good as possible.4) After repairs are complete, you and I will review the invoice to ensure we are on the same page and work through any discrepancies that might existPlease feel free to call me anytime.Thank you,Scott [redacted]

The 32k check referenced( the money we 'lost') in the complaint did not clear the bank and was returned NSFLegacy's CFO and homeowner did discuss this yesterday afternoon following the updated complaint.I have included below email we sent to homeowner yesterday, phone conversation followed with Mr [redacted] [redacted] acknowledge NSF issue as I understand it.We continue to work through this unique job file, strongly encourage open communication between Legacy and the homeowners.---------- Forwarded message ----------From: Mike [redacted] Date: Wed, May 18, at 11:AMSubject: 10/22/paymentTo: Chad [redacted] >Cc: Todd [redacted] Chad,I've been speaking with Todd about the payment you made to Legacy in October We had no record of this in our CRM program so I searched through our bank statements and found the deposit I also found that the check was returned by our bank on 10/23/(not processed) You should be able to see on your October bank statement that you were not debited for the $32, If you can't find this I will provide my bank statement to you and then perhaps we should discuss with Wells Fargo (both of our banks) what they are doing with the money.Thanks Chad,Mike

To whom it may concern, We are very sorry for the delays our customers have experienced in this caseThis was really a "perfect storm" type situation for our company....with the file changing hands a couple times due to staff changes, poor communication & unrealistic expectations being set & missedThis is unusual for Legacy and we are committed to correcting the mistakes and getting it right in the end Regarding the timing issues and scheduling of the windows work, the windows are ordered and slotted to arrive tentatively the week of Nov9thWe are tentatively scheduled to install the windows the following week, Nov16-We have communicated with Kirsten that we will call to update as soon as windows arrive to either confirm the above tentative install dates, or reschedule if necessary Regarding the insurance claim, we have supplemented the claim for more than the insurance company originally agreed to due to specific work to be doneHowever, we have neither invoiced the insurance company, nor have we collected all the money for the jobWe have collected approximately 50% down payment for the windows work as is standard practiceWe have clarified these details with our customer as well and cleared up the confusion they hadLegacy cannot and will not send final invoice to the insurance company or request full payment until work is completed Thanks to Kirsten and Chad for the feedback and opportunity to improve our serviceWe are very sorry for the compromised customer experience and hasslesWe are truly grateful for the chance to serve your family and redeem this experience with great service and quality work in the endPlease call me directly with any further concerns or requests Sincerely, Adam [redacted] Sales Manager Legacy Restoration LLC [redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with Adam on Friday, October 30th, expecting to hear a date for the project completion by "early in the week" - I haven't heard anything, so I have followed up with an email back to him to request the final dates, seeing that it is nearing the week's end
Will follow up with Revdex.com once the work has been fully completedI will not be satisfied by any response until the windows and siding have been 100% installedI've simply been told too many dates that have come and gone since February

[redacted],Per our conversation this afternoon, I have included steps for resolution that we agreed to below. Thank you for taking time to work through the issues. 1) Legacy Restoration will install siding (exact match as your existing siding) on the lower 2/3rds (below the gable line) of the left...

facing elevation of your home. The siding for your home is a special order siding, we are expecting that to be in within two to three weeks. It has been ordered today. 2) Legacy Restoration will install the siding on a Friday. You will receive a call from our Production team and myself on scheduling date.3) The Legacy team will make sure the clean up is complete and as good as possible.4) After repairs are complete, you and I will review the invoice to ensure we are on the same page and work through any discrepancies that might exist. Please feel free to call me anytime.Thank you,Scott [redacted]

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.

The 32k check referenced( the money we 'lost') in the complaint did not clear the bank and was returned NSF. Legacy's CFO and homeowner did discuss this yesterday afternoon following the updated complaint.I have included below email we sent to homeowner yesterday, phone conversation followed with Mr. [redacted] [redacted] acknowledge NSF issue as I understand it.We continue to work through this unique job file, strongly encourage open communication between Legacy and the homeowners.---------- Forwarded message ----------From: Mike [redacted]Date: Wed, May 18, 2016 at 11:00 AMSubject: 10/22/14 paymentTo: Chad [redacted]>Cc: Todd [redacted]Chad,I've been speaking with Todd about the payment you made to Legacy in October 2014.  We had no record of this in our CRM program so I searched through our bank statements and found the deposit.  I also found that the check was returned by our bank on 10/23/14 (not processed).  You should be able to see on your October 2014 bank statement that you were not debited for the $32,063.99.  If you can't find this I will provide my bank statement to you and then perhaps we should discuss with Wells Fargo (both of our banks) what they are doing with the money.Thanks Chad,Mike

I am rejecting this response because:
My initial complaint against Legacy Restoration was due to the fact that they were not completing work on my home that they had been paid in full to complete. After the complaint was filed, I received a call the next day and they began work within a few weeks. Legacy followed up with the Revdex.com saying the case was closed.   Since then, they have been pursuing myself, my husband, our mortgage company and our insurance company for $25k. Pursuing is putting it lightly, it is bordering on harassment - daily calls, emails, bullying to send the check immediately, etc.    I have known something is wrong with the amounts they are asking and we have finally found it.    They have “lost” $32063.99 - we have the bank statement and check duplicate showing this was written to Legacy and also cashed by them. In addition, they were billing for work they did not do. We did get them to admit to that and they took it off. After we did further digging, it actually shows that Legacy owes us $6000 because they have been overpaid in insurance dollars.

To whom it may concern,
We are very sorry for the delays our customers have experienced in this case. This was really a "perfect storm" type situation for our company....with the file changing hands a couple times due to staff changes, poor communication & unrealistic expectations being set & missed. This is unusual for Legacy and we are committed to correcting the mistakes and getting it right in the end.
Regarding the timing issues and scheduling of the windows work, the windows are ordered and slotted to arrive tentatively the week of Nov. 9th. We are tentatively scheduled to install the windows the following week, Nov. 16-19. We have communicated with Kirsten that we will call to update as soon as windows arrive to either confirm the above tentative install dates, or reschedule if necessary.
Regarding the insurance claim, we have supplemented the claim for more than the insurance company originally agreed to due to specific work to be done. However, we have neither invoiced the insurance company, nor have we collected all the money for the job. We have collected approximately 50% down payment for the windows work as is standard practice. We have clarified these details with our customer as well and cleared up the confusion they had. Legacy cannot and will not send final invoice to the insurance company or request full payment until work is completed.
Thanks to Kirsten and Chad for the feedback and opportunity to improve our service. We are very sorry for the compromised customer experience and hassles. We are truly grateful for the chance to serve your family and redeem this experience with great service and quality work in the end. Please call me directly with any further concerns or requests.
Sincerely,
Adam [redacted]
Sales Manager
Legacy Restoration LLC
[redacted]

Initial Business Response /* (1000, 5, 2015/10/30) */
To whom it may concern,
We are very sorry for the delays our customers have experienced in this case. This was really a "perfect storm" type situation for our company....with the file changing hands a couple times due to staff changes, poor...

communication & unrealistic expectations being set & missed. This is unusual for Legacy and we are committed to correcting the mistakes and getting it right in the end.
Regarding the timing issues and scheduling of the windows work, the windows are ordered and slotted to arrive tentatively the week of Nov. 9th. We are tentatively scheduled to install the windows the following week, Nov. 16-19. We have communicated with [redacted] that we will call to update as soon as windows arrive to either confirm the above tentative install dates, or reschedule if necessary.
Regarding the insurance claim, we have supplemented the claim for more than the insurance company originally agreed to due to specific work to be done. However, we have neither invoiced the insurance company, nor have we collected all the money for the job. We have collected approximately 50% down payment for the windows work as is standard practice. We have clarified these details with our customer as well and cleared up the confusion they had. Legacy cannot and will not send final invoice to the insurance company or request full payment until work is completed.
Thanks to [redacted] and [redacted] for the feedback and opportunity to improve our service. We are very sorry for the compromised customer experience and hassles. We are truly grateful for the chance to serve your family and redeem this experience with great service and quality work in the end. Please call me directly with any further concerns or requests.
Sincerely,
Adam [redacted]
Sales Manager
Legacy Restoration LLC
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with Adam on Friday, October 30th, expecting to hear a date for the project completion by "early in the week" - I haven't heard anything, so I have followed up with an email back to him to request the final dates, seeing that it is nearing the week's end.
Will follow up with Revdex.com once the work has been fully completed. I will not be satisfied by any response until the windows and siding have been 100% installed. I've simply been told too many dates that have come and gone since February.
Final Consumer Response /* (3000, 10, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with Adam on Friday, October 30th, expecting to hear a date for the project completion by "early in the week" - I haven't heard anything, so I have followed up with an email back to him to request the final dates, seeing that it is nearing the week's end.
Will follow up with Revdex.com once the work has been fully completed. I will not be satisfied by any response until the windows and siding have been 100% installed. I've simply been told too many dates that have come and gone since February.