Lynnrich Inc.

On May 18, 2014, a devastating hail storm rolled through our region that at last count damaged more than 95,homes in a small community of 145,peopleMr***'s home was one of the homes caught in the damageOn May 19, 2014, Mr *** called into Lynnrich to schedule a time for someone to
come out and give an estimate to repair the damage to his homeOn June 2, 2014, a Lynnrich representative, ***, met with Mr*** and his fiance Ms***At that time, contracts were written up "pending insurance approval" and a check that was "un-depositable" and never received by Lynnrich's accounting team nor ever deposited or credited towards any job was written by Ms***On June 7, 2014, Mr***'s insurance company produced their estimate for repairsNegotiations between the insurance company & Lynnrich began at that pointOnce an agreed upon amount of money and the scope of the work was determined by all parties including Mr***, the insurance company issues a check to the mortgage companyThe only paperwork that a mortgage company requires of a contractor is a lien release and a W-which Lynnrich provided to Mr***'s mortgage companyContractors do not typically have much to do with the mortgage company yet work closer with the insurance company in these types of lossesOn November 10, 2014, Lynnrich accounting received the files for separate jobs to be done for Mr*** along with the required deposit amount to schedule a jobOnce the files were processed on November 10, they were sent to the Production department for scheduling and consequential orderingThe Production Department processed their end on November 11, Internally, Lynnrich became aware of Mr***'s job on November 10, 2014.Following a telephone call from Ms***, Mr***'s fiance, in early March 2015, a meeting was scheduled with ***, ***, Mr*** & Ms***It was at that time that Lynnrich became aware of the fact that our representative, ***, had made an error in his representation to Mr*** & Ms***It was at that time that Lynnrich choose to honor what our representative had mistakenly agreed to with Mr*** & Ms***During that meeting, it was discussed that Lynnrich did not anticipate beginning anyone's roof until June as weather is a constant concern and can be unpredictableIt was also stated that it would be June or July for a siding installIt was also discussed that Mr*** & Ms*** wanted to change the patio door style and were unsure if they wanted to do additional windows in the homeIt was decided on March 16, that the original order would stand with the exception of deleting grids in the patio doorThe windows & patio door were ordered on March 17, As all windows & doors are custom made, the factory has a lead time of days to finish the product and have it shipped to the Lynnrich warehouseThere are times when those windows are delivered within days however the manufacturer states that it is a day turn around processLynnrich does not manufacture the windows or doorsLynnrich installs the windows & doors.The patio door and the windows arrived prior to the day ***During the week of March 30, 2015, the production department contacted Mr*** & Ms*** to let them know that the install team would be there to install their door & windows on either Thursday or Friday of that same weekThose dates would be April or April 3, The install team did contact Mr*** & Ms*** on Friday, April 3, to say they were on their wayThey arrived later in the afternoon on that Friday, parked the trailer and asked if they could get started on Monday, April 6, The patio door was installed on April 6, It was also discovered at that time that the windows were 1/inches too narrow for the openingThe install team gave Ms*** & Mr*** optionsthey could build out the opening with a new extension jamb which is very common or they could have the windows re ordered and install at a later timeMr*** chose option number The windows were ordered on April 7, days ago from today's dateThe windows have not been delivered from the manufacturer as they aren't even due until at least the 28th of April 2015.During this time, the weather offered a pleasant break in the winter bluster and Lynnrich was able to begin roofing earlier than anticipatedThe roof was installed on Mr***'s home on April 17, months ahead of scheduleThere was an issue with the roof that was immediately corrected on April 21, All work performed by Lynnrich includes an installation warranty.On April 23, 2015, Mr*** spoke to *** at Lynnrich and expressed his frustration with the timeline on his home*** assured him that it had not in fact been a year, it had really been 1/months and those had been winter monthsAs Mr***'s project was not technically scheduled until November 10, *** also assured Mr*** that as soon as the windows "hit the warehouse" he would call to schedule an install and that it would be the week of May 11, for the siding project to begin.At this point, the roof is months ahead of schedule and the window and siding projects are months ahead of scheduleIt is currently Spring 2015.On April 24, 2015, Mr*** & *** spoke via telephone and discussed the fact that Mr*** had misunderstood ***Mr*** apologizedLynnrich apologizes for any misunderstanding as wellThere is a meeting scheduled for Tuesday, April 28, with Mr***, Ms*** & *** at Mr***'s homeIt will be determined if any work should proceed at this point by both partiesLynnrich only wishes to see Mr*** & Ms*** satisfied with the quality and integrity of the work performed on their homeWhether Lynnrich is the contractor to complete the proposed project or not remains to be decidedDuring this period of decision, Lynnrich strongly hopes that Mr*** & Ms*** direct their concerns, frustration or complaints to the proper audiencePlease see attached filesThis is a business transaction and professionalism is greatly appreciatedLynnrich looks forward to working towards a resolution that meets all parties needs and expectationsPlease advise us if there is anything further we can provide that would achieve a peaceful resolution.Thank you,*** ***

Ultimately, Lynnrich wants all of our customers to be satisfiedTherefor, Lynnrich will be in contact with Ms*** to replace her roof with a color of her choosing as soon as possibleMs*** will be contacted by Lynnirch by September 30, to schedule this installation

Ms***'s contracted with Lynnrich to replace her roof in June This roof was installed in June Please see attached contractNo contract was alteredThe contract clearly states "Weathered Wood" as the colorNo where in any paperwork does the color "Sandstone" appearMs***
contacted our office on June 27, to tell us the roof being installed on her home was the incorrect colorThe installation process was halted and our representative went directly to Ms***'s homeMs*** and our representative discussed the color and whether or not it was correct or incorrectIt was decided that the roofers would proceed with the installation of the roof with the original materials in the "weathered wood" colorIt is our understanding that Ms*** was satisfied with the color choice at that time.An invoice for the balance due on the roof was sent to Ms*** at the completion of the roof on June 28, On June 29, 2017, Ms*** called into our office with a punch list of items that she was concerned aboutPlease see attached email phone message copyThe color of the roof was not included anywhere in these punch list itemsThese punch list items were addressed and a subsequent invoice for the balance due was sent to Ms***As of this date, Ms***'s balance is over days past dueMs*** is required to pay the balance on her contract within days of the completion of the job or late charges can occur. Lynnrich has not been contacted with regard to the color of the roof until this complaint with the exception of the call during installationTherefor, Lynnrich expects payment in full post haste

The siding & gutter project was scheduled on October 3, 2015. As this project was one of hundreds that came up as a  result of the tremendous hail storm that devastated our area earlier that year, our installation scheduled was truly backed up and running at full capacity. Lynnrich...

recognizes that frustration levels can be high while waiting for repairs to be made to your home, our crews were working extraordinary overtime hours just trying to keep up and delays were absolutely part of the battle. The project at the [redacted]'s home was completed in October 2015. Invoices were sent for final payment as is customary when a project is completed at that time. It became necessary to send collection notices and final payment was finally made January 12, 2016 without any late charges or interest charges being applied. It was on this date that we received the first call from Mrs. [redacted] that stated she was having major problems with her gutters. The call was recorded at 4:15pm on Tuesday, January 12, 2016. As Lynnrich is dedicated to communicating with our customers, all calls made into our business are monitored 24 hours by in office staff as well as an outside agency. Mrs. [redacted]'s call was returned the following day and a  gutter service team was dispatched to their home. It was determined at that time that the gutter system was in fact performing exactly as it should and that the area of concern was directly related to the front porch roof's support system. This information was relayed to Mrs. [redacted].
On April 17, 2016, Mrs. [redacted] posted a Angie's List review on line with regard to the gutter systems performance. This was the only contact Lynnrich has had with the [redacted]'s since January 13, 2016. A response was provided by Lynnrich on Angie's List once again detailing  the results of the gutter inspection and offering our assistance to come out, go over the issue and assist the [redacted]'s in finding a solution. I have attached a copy of this communication that is also readily available to view on line at www.angieslist.com as well. 
In reviewing Mr. & Mrs. [redacted]'s file, I noticed that the [redacted]'s did not have a gutter system installed in this area of their home previously. I have attached a photo for review. This might be the reason that the [redacted]'s are now seeing a different result in their gutter system. As the front porch roof lacks support, gravity in conjunction with the gutter system is now showing the weakness in the roof support whereas previously that water was just running straight down into their front beds as it wasn't being directed anywhere. I have also attached a photo that shows the front porch roof line with the gutter installed and you can view the snow pack over the garage that is now being directed to flow over the roof edge as the roof is slanted. You can view the water path on the shingle sin the photo.
Lynnrich would like to contact the [redacted]'s to set up a time to meet with both Mr. & Mrs. [redacted] to go over the details of our observation as well as to view what they are observing. It is important to us that we address any and all issues that relate to our product and installation. Lynnrich will contact the [redacted]'s by Friday May 20, 2016 to set up a time to meet with both Mr. & Mrs. [redacted]. It is our greatest desire to assist the [redacted]'s with this issue in any way that we can, we truly want them to feel good about their home and this experience.
 
Thank you,
[redacted]

Complaint: [redacted]I am rejecting this response because:  I think my point is being completely missed.  The back story is exactly as I stated, however that is not the problem.  (side note, we did have gutters on the house when we built it in November 1991, I too have photos of our house WITH gutters) that not being the point,  I DID call I DID send a letter.  I DID speak to someone when they called to tell me I owed money.  All that aside, when I did talk to Joey he said someone would come out and do some sort of test.  I have never heard one word concerning that visit.  I just assumed they never went especially by the way I was treated on the phone. And then when I sent the letter I still got no response or acknowledgment.  This response is actually the first time I have heard even a peep from them.  I have video of the gutters leaking etc.  I would meet up at the house to discuss the gutters.  Sincerely,[redacted]

Lynnrich would love to order Ms. R[redacted] windows in the correct size. That will be done today, November 21, 2016. As soon as the windows arrive in our warehouse, we will call Ms. [redacted] to schedule an install time. We appreciate the opportunity to serve Ms. R[redacted] window replacement needs. Please let...

us know how else we can help. Thank you- [redacted]

Lynnrich scheduled an appointment with The [redacted]s' on Thursday, May 19, 2016 for Wednesday, May 25, 2016 @ 4:30pm. We look forward to working with the [redacted]'s to solve this issue. Thank you.

Complaint: [redacted]
I am rejecting this response because:  I WANT THIS LYNNRICH NIGHTMARE ORDEAL TO END!!!  I have been sick to my stomach since June 27.  The thought of Lynnrich coming to my home to complete the work order (aka punch list) dated June 30 is making me miserable enough and now Lynnrich wants to re-roof my home!!!  Why wasn't my roof completed correctly originally?  Has no one from Lynnrich read how you have treated me?  Has Lynnrich no shame at how it has lied?  Your response states 'Ultimately, Lynnrich wants all of our customers to be satisfied.'  I WANT THIS LYNNRICH NIGHTMARE ORDEAL TO END!!!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:SEE ATTACHED – I have carbon copy & Lynnrich original has been altered.6-27–called about wrong roof color being installed & Linzee told me that Joey will be getting in touch with me asap. The installation process was NOT halted! Jeff came out & the men were working & they continued to work. Jeff & I looked at the contract, his was altered, I asked him why it was altered. Jeff told me his is the contract that will stand up in court. We went outside & looked at the roof. Jeff held up a shingle that had been removed (all the time the men continued to work on my roof). Jeff told me that the roof being installed looked better than the old roof. The men did stop working on the roof at this time because I was crying. Jeff told me that I need to calm down. I kept crying. Jeff said my home cannot be without a roof & that it would look bad for Lynnrich if Lynnrich left a home with only ½ a roof. We went into my home, I was crying, Jeff told me I need to calm down & Joey will be getting in touch with me. I told Jeff to leave. 6-29– I called & said Joey has not called yet & that Jeff told me to call with my list–gave list. 6-30 (Fri) Jeff came out & looked at everything. Jeff wrote up a work change order. He asked me about the roof. I told him the color is wrong. He asked if Joey had called yet. I told him 'no'. Jeff said that he could see I was still upset (4 days later) & that Joey will be getting in touch with me the next week. Lynnrich 8-28 response, they state the “punch list items were addressed”. AS OF SEPT 1ST, MY RAIN GUTTERS HAVE NOT BEEN REPLACED AS STATED ON THE WORK CHANGE ORDER, I STILL HAVE UNPAINTED SCREWS, AND THE FLIP-UPS ON GUTTER STILL OFF! You are charging me $80.00 for damage your workers did to my home? Work change order states N/C (no charge)! DO YOU HAVE A PROBLEM READING CONTRACTS? Linzee told me Joey would be in touch with me about the roof asap; Jeff told me more than a couple of times Joey would be getting in touch with me. Last time I talked with Jeff he was surprised that Joey had not called me yet. LYNNRICH HAS LIED IN THEIR RESPONSE THAT THEY HAVE COMPLETED THE 'PUNCH LIST'. I WAS TOLD BY TWO LYNNRICH REPRESENTATIVES THAT JOEY (OWNER) WOULD BE CONTACTING ME. LYNNRICH KNOWS THE COLOR IS WRONG.  I WANT NO ONE FROM LYNNRICH ON MY PROPERTY UNLESS I AM NOTIFIED DAYS BEFORE SO THAT I CAN BE PRESENT. 
Sincerely,
[redacted]