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 meThe owner of the business came out and agreed to take off the thick trim that doesn't belong and fix it correctlyHe seemed very genuine and caring and apologized about the way it had been finishedHe did ask that we give him some time to gather up the material to make the correction and would be out to take care of everything so hopefully he is a man of his word Thanks [redacted]
On October 27, 2015 we were contracted by this customer to tear off and install a new roof on her home including the flat roofs and reroof the garage roof. The contract price was $6766 PLUS the permit from Summit County PLUS wood replacement, if needed. The job was completed...
approximately November 11, 2015. There was 140 feet of one by lumber that was needed to be replaced along with 1-1/2 sheets of wood and one ten foot rafter. I have pictures in the file of the bad wood that was in need of replacement. We also tore off the garage roof instead of just reroofing over the existing resulting in higher job costs which were NOT passed along to the customer. The total invoice was $7,461.05. I made an appointment for Mr. Plank to inspect the job with our customer on November 12, 2015 and collect payment. Our customer was upset about the amount of wood that was needed and also having to pay for the permit. As good customer service, Mr. Plank allowed a discount of $380.05, leaving the balance of $7081 which the customer paid with a credit card. During Mr. Planks inspection with the customer there were no other issues noted at this time. On December 8, 2015 our customer called again to speak to Mr. Plank about installing one more additional vent. We did replace the 3 existing vents and also added ridge vent, but as good customer service, Mr. Plank agreed to install one more vent in the spring, again at no charge to the customer. On March 15, 2016 our customer called to remind us about installing the vent. We were out approximately March 21 to replace the vent. Two days later she called again complaining about a downspout the she claimed was damaged during the roof installation, over 4 months ago. The downspout was pulled out of the drain and also a screw was pulled out of the siding securing the downspout to the house. We went out and repaired both of the issues with the downspout, at no charge to the customer. On June 6, 2016 and again on June 17, 2016 our customer called again stating there were rips in her screens, from the roof installation 7 months ago, and insisted we repair or replace them. This is not noted during the inspection by our owner Mickey P[redacted] and her from the inspection done November 12, 2015, or any other time after that we had been out to do additional work. The design of her home shows large overhangs that during the tear off process showed our ladders blocking a window and door in the back so nothing could have come close to hitting a screen as well as large overhangs over an attic dormer protecting her windows from any debris. The design of the front lower part of her roof would have material being removed on the sides and not the front where the screens are located. Due to the many things that were given to her at no charge, the tearing off of the garage roof even though the contract states reroof, the discount for the permit and wood, the additional vent installed and the repairs to her downspout, we were not contracted to do any gutter work, Mr. Plank said we are not doing anything additional that is not a part of our roof warranty. On August 9, 2016 I received a phone call from the customers daughter. She insisted we replace all damaged screens and mentioned an issue with something green cement-like coming off of the roof. I explained if she has an issue with the shingles she will have to file a claim with the manufacturer. The shingles are a Vintage Green color and she might be seeing some granules coming off which a small amount is normal after install. She stated she worked for Visa and threatened to cancel the payment transaction if we did not do as she requested. I explained the above to her and she threatened to call the news stations and Revdex.com as well as a senior organization. Mr. Plank has been more than accommodating to this customer and has addressed each and every concern immediately after being contacted. We feel this customer is now taking advantage of Mr. Planks good nature. We cannot justify replacing screens that were not shown to be damaged during our roof installation. I had forwarded a paid invoice as well as warranty information to her daughter. If there is anything else you need, please do not hesitate to let me know,DreneOffice ManagerM. R. Plank Construction Co. Inc.
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 owner of the business came out and agreed to take off the thick trim that doesn't belong and fix it correctly. He seemed very genuine and caring and apologized about the way it had been finished. He did ask that we give him some time to gather up the material to make the correction and would be out to take care of everything so hopefully he is a man of his word. Thanks [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]I am in receipt of this complaint and will respond accordingly. Our customer is correct in...
the statements as to the work timeline. As soon as I received the first work order for leaking, 6/7/16, I sent the crew the next day. The crew stated that the leak was very small and from a heavy, wind driven rain. They sealed the siding in that area. The second call was 7/18/16. The crew also went the next day and spent approximately ½ hour running a hose onto the roof and next to the wall. The roof did not leak. The crew started to run the water onto the siding very slowly and the siding started to leak inside. They again sealed the siding in this area and stated to me that the siding is in bad shape on this wall area. This addition where this siding is located was added on next to a wall and tied in. It only leaks during a hard wind driven blowing rain and is definitely coming from the siding. We had a couple of days of rain last week and I heard nothing from him of a leak. I will make an appointment for Mickey Plank to go meet with the customer and access the situation and will advise you of the outcome.Sincerely,Drene M[redacted]M. R. Plank Const. Co. Inc.
I am rejecting this response because:This response is not accurate. The work that was completed was not extra. If Drene would gone you a copy of the original work order you will see that this was all included the original work order and they took from October thru March to complete according to Drene's own timeline. It is quite obvious that the work that M.R. Planks is completing is not in a timely manor and their service was dragging because they were dealing with a 78 year old blind lady.The screens were not ripped before they did the work.Now they have ripped the screens and are trying to get away with not repairing them. I think Drene and M.R. Planks are confused about what good customer service is. When the customer contacted them about the screen issues of course Drene wont mention the earlier dates. As far as this extra work they did, again get the original work order they did nothing extra! They are simply a schiesty company trying to take advantage of a 78 year old blind lady!
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 meThe owner of the business came out and agreed to take off the thick trim that doesn't belong and fix it correctlyHe seemed very genuine and caring and apologized about the way it had been finishedHe did ask that we give him some time to gather up the material to make the correction and would be out to take care of everything so hopefully he is a man of his word Thanks [redacted]
On October 27, 2015 we were contracted by this customer to tear off and install a new roof on her home including the flat roofs and reroof the garage roof. The contract price was $6766 PLUS the permit from Summit County PLUS wood replacement, if needed. The job was completed...
approximately November 11, 2015. There was 140 feet of one by lumber that was needed to be replaced along with 1-1/2 sheets of wood and one ten foot rafter. I have pictures in the file of the bad wood that was in need of replacement. We also tore off the garage roof instead of just reroofing over the existing resulting in higher job costs which were NOT passed along to the customer. The total invoice was $7,461.05. I made an appointment for Mr. Plank to inspect the job with our customer on November 12, 2015 and collect payment. Our customer was upset about the amount of wood that was needed and also having to pay for the permit. As good customer service, Mr. Plank allowed a discount of $380.05, leaving the balance of $7081 which the customer paid with a credit card. During Mr. Planks inspection with the customer there were no other issues noted at this time. On December 8, 2015 our customer called again to speak to Mr. Plank about installing one more additional vent. We did replace the 3 existing vents and also added ridge vent, but as good customer service, Mr. Plank agreed to install one more vent in the spring, again at no charge to the customer. On March 15, 2016 our customer called to remind us about installing the vent. We were out approximately March 21 to replace the vent. Two days later she called again complaining about a downspout the she claimed was damaged during the roof installation, over 4 months ago. The downspout was pulled out of the drain and also a screw was pulled out of the siding securing the downspout to the house. We went out and repaired both of the issues with the downspout, at no charge to the customer. On June 6, 2016 and again on June 17, 2016 our customer called again stating there were rips in her screens, from the roof installation 7 months ago, and insisted we repair or replace them. This is not noted during the inspection by our owner Mickey P[redacted] and her from the inspection done November 12, 2015, or any other time after that we had been out to do additional work. The design of her home shows large overhangs that during the tear off process showed our ladders blocking a window and door in the back so nothing could have come close to hitting a screen as well as large overhangs over an attic dormer protecting her windows from any debris. The design of the front lower part of her roof would have material being removed on the sides and not the front where the screens are located. Due to the many things that were given to her at no charge, the tearing off of the garage roof even though the contract states reroof, the discount for the permit and wood, the additional vent installed and the repairs to her downspout, we were not contracted to do any gutter work, Mr. Plank said we are not doing anything additional that is not a part of our roof warranty. On August 9, 2016 I received a phone call from the customers daughter. She insisted we replace all damaged screens and mentioned an issue with something green cement-like coming off of the roof. I explained if she has an issue with the shingles she will have to file a claim with the manufacturer. The shingles are a Vintage Green color and she might be seeing some granules coming off which a small amount is normal after install. She stated she worked for Visa and threatened to cancel the payment transaction if we did not do as she requested. I explained the above to her and she threatened to call the news stations and Revdex.com as well as a senior organization. Mr. Plank has been more than accommodating to this customer and has addressed each and every concern immediately after being contacted. We feel this customer is now taking advantage of Mr. Planks good nature. We cannot justify replacing screens that were not shown to be damaged during our roof installation. I had forwarded a paid invoice as well as warranty information to her daughter. If there is anything else you need, please do not hesitate to let me know,DreneOffice ManagerM. R. Plank Construction Co. Inc.
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 owner of the business came out and agreed to take off the thick trim that doesn't belong and fix it correctly. He seemed very genuine and caring and apologized about the way it had been finished. He did ask that we give him some time to gather up the material to make the correction and would be out to take care of everything so hopefully he is a man of his word. Thanks [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]I am in receipt of this complaint and will respond accordingly. Our customer is correct in...
the statements as to the work timeline. As soon as I received the first work order for leaking, 6/7/16, I sent the crew the next day. The crew stated that the leak was very small and from a heavy, wind driven rain. They sealed the siding in that area. The second call was 7/18/16. The crew also went the next day and spent approximately ½ hour running a hose onto the roof and next to the wall. The roof did not leak. The crew started to run the water onto the siding very slowly and the siding started to leak inside. They again sealed the siding in this area and stated to me that the siding is in bad shape on this wall area. This addition where this siding is located was added on next to a wall and tied in. It only leaks during a hard wind driven blowing rain and is definitely coming from the siding. We had a couple of days of rain last week and I heard nothing from him of a leak. I will make an appointment for Mickey Plank to go meet with the customer and access the situation and will advise you of the outcome.Sincerely,Drene M[redacted]M. R. Plank Const. Co. Inc.
I am rejecting this response because:This response is not accurate. The work that was completed was not extra. If Drene would gone you a copy of the original work order you will see that this was all included the original work order and they took from October thru March to complete according to Drene's own timeline. It is quite obvious that the work that M.R. Planks is completing is not in a timely manor and their service was dragging because they were dealing with a 78 year old blind lady.The screens were not ripped before they did the work.Now they have ripped the screens and are trying to get away with not repairing them. I think Drene and M.R. Planks are confused about what good customer service is. When the customer contacted them about the screen issues of course Drene wont mention the earlier dates. As far as this extra work they did, again get the original work order they did nothing extra! They are simply a schiesty company trying to take advantage of a 78 year old blind lady!