MBS $ Income Tax and Latino Services Inc.

TMrs
*** was a previous customer of ours.
We had recently replaced Mrand Mrs***’s roof at their personal
residence. We found hail damage to the
roof of their home, filed a claim, met the adjuster, and the roof was approved. We replaced the roof and the only out
of
pocket cost to the ***’s was their insurance deductible. The project went smoothly and was a
success. Everyone was happy in the end. We specialize in insurance claims, and when
you sign a contract with us the contract clearly states that if we take the
time to go on an adjuster meeting to assist in getting the adjuster to approve
the claim, if the claim is approved, you are under contract with us to complete
the project. If the claim is not
approved the contract is NULL AND VOID.
It also clearly states in our contracts that we complete the job for
INSURANCE PROCEEDS. Mrs
***’s mother recently passed away, and she decided to buy her house. In order for the property to be insured under
a new policy the roof needed to be replaced.
She reached out to VJ’s
Construction to inspect her mother’s roof to see if it qualified for full roof
replacement under her mother’s insurance policy. We gladly wanted to help our previous customer
and sent a representative out to inspect the roof The
first representative we sent out to inspect Mrs***’s roof overlooked the
damages, therefore, we were misinformed and originally did not think the roof
would qualify for insurance replacement.
Eager to close on the house and
get a new insurance policy, she contacted Vincent and requested that he send
her an estimate for full roof replacement for retail price and she needed it
immediately. To get it to her in a timely manner, Vincent’s
only option was to look at the property with satellite images using EagleView
Technologies to complete an approximate estimate of the job. We are putting emphasis on the word ESTIMATE
which is not a final price, it is an estimated cost that Vincent came up with
based on the limited information and resources he had. At that point Mrs*** agreed with the
price we gave her, and was willing to pay a little over $8,out of pocket
for roof replacement. Knowing that a lot could be missed using
limited resources via satellite images, Vincent instructed Jeff J*** (his
business partner) to go take a look at the property the next time he was in the
area. When he did, the first thing he
noticed were the clay ridge tiles on the roof which could not be seen from the
satellite image. The cost to remove and
replace those alone is very significant.
As Jeff investigated the roof further, he noticed that there was also
hail damage to the roof that our previous representative obviously missed. Knowing
that the roof would qualify for replacement through an insurance claim under
Mrs***’s mother’s policy, Jeff and Vincent immediately notified Mrs
***. She then signed a contract with
us to complete the job for the cost of insurance proceeds. After the contract was signed we assisted
Mrs*** in filing the claim. Jeff
J*** met the insurance adjuster for the inspection and the roof was approved
for full replacement. After the roof was
approved Jeff met with Mrs*** to discuss the project specifications. At that time, she requested a shingle upgrade
as well as the replacement of an additional flat roof that was not covered by
insurance proceeds. She understood
clearly that these would be additional out of pocket expenses outside of the
claim, and signed the document agreeing to these specifications (shingle upgrade
for $per square and flat roof for $1,300.00). She also decided to go with standard ridge
caps instead of the clay ridge tiles. The
insurance company paid to detach and reset the clay ridge tiles and awarded
$1,to do soTherefore, the only amount owed to us was the $to
remove the ridge tiles. We confirmed
that the $was for the labor to remove the ridge tiles through Xactimate
(the program used by most insurance adjusters to make up estimates, and is also
used by her mother’s insurance company). Mrs
*** was only responsible for paying her mother’s insurance deductible (which
was $1,000.00) plus the flat roof and shingle upgrade. Her total out of pocket cost was $1,as
opposed to what she would have had to pay out of pocket if the roof was not
approved through insurance. Mrs***
was getting a brand new, upgraded roof for $1,instead of paying our
retail price (which would have been more than our original estimate once we saw
the property in person with the clay ridge tiles). Her total out of pocket cost was also significantly
lower than the price she was willing to pay out of pocket from our original
estimate (which was over $8,000.00). The
point we are trying to make is that we assisted in saving her thousands. Under
the impression that Mrs*** fully understood the terms and conditions of
the contract she signed, we completed the project. Sometimes production does not always happen
the way we hope which is the nature of the construction business. Let it be known, that during the summer in southern
Louisiana pthunderstorms are a common occurrence. Because of this, we tear off shingles and put
shingles back on one slope at a time so portions of the roof are not exposed. As a precaution, we also do not schedule
production if rain chances are 50% or higher.
The day of production, there was a pthunderstorm and it rained for
about minutes. Unfortunately, a leak occurred
and Mrs*** made us aware of it immediatelyThere was a small portion of
the roof with torn off shingles and brand new felt paper. Normally felt paper will keep rain out,
however in this particular case the rain was wind-driven and blew the felt
paper up allowing water to leak in. When
Mrs*** made us aware of the leak we went inside and observed the water
mark on the ceiling. We then offered and
insisted on repainting the mark on the ceiling, however Mrs*** opted for
us not to do this due to the chaos in the home at the time with the moving and
unpacking. She also informed us that it
would be pointless to repair the ceiling paint because she planned on
installing some sort of metal paneling on her ceiling.When
the next rain came through, the ***’s notified us that the flat roof was
leaking but did not put any urgency on the situation because it was a flat roof
over a covered patio, and it was only leaking on to the outside brick. Sympathetic to their situation because of the
previous leak during construction, Jeff insisted on coming to fix it that day
(which was a Sunday). The ***’s were
overly pleased and thankful for Jeff coming that day. The project was complete and the ***’s
were happy.When
it came time to send the final bill everything changed. The painting repairs from the leak were mentioned
as well as Vincent’s original price from the estimate that he came up with
using satellite images. Mrs***
seemed to not understand why the price of the adjuster’s estimate was more than
Vincent’s first inaccurate estimate. We
tried to explain to her that she signed a contract with us to complete the
project for the cost of the insurance proceeds, yet she continued to argue that
we should go by the first price. We
offered to repair the painting again and she refused. She wrote us a check for what she thought she
owed and told us to send her a final receipt saying that she was paid in
full. Since
we had done business with the ***’s in the past, Vincent assumed that Mr
and Mrs*** were both points of contact as they both were for the previous
project. Vincent called Mr*** to
let him know that a balance was still owed, and that he was emailing him the
invoice. If Vincent was aware that
contacting Mr*** would offend Mrs*** he would have gone about it
differently. At
this point we just wanted to make Mrs*** happy and settle things out even
though she was breeching the contract.
There was still a balance of a little under $owed to us for the
project Since Mrs*** was not
agreeing we decided to give her options.
We told her she could pay her remaining balance and we would do the
painting repairs from the leak (even though she originally told us not to do
the painting repairs and only brought them up again after billing her) or she
could keep the money and we would call it done.
Mrs*** decided to keep the money and we mailed her a receipt
showing that she was paid in full. It
is considered insurance fraud and is illegal for homeowners to profit from
insurance proceeds. ell us why here

I'm so sorry for the inconvenience and extended time it has taken us to complete this customer's project Unfortunately, due to the significant hail and wind storms that hit our area our customer volume is extremely high We run multiple roofing crews and are doing the best we can to
complete our roofing jobs in a timely manner This job is now complete per the contract signed with VJ's Construction LLC We provide an excellent service to our customers The owner of our company is a licensed insurance adjuster and our team is trained to use this knowledge when representing our customers through the claim process as well as the meeting with the insurance adjuster This customer had significant damage to his roof A VJ's Construction representative was there to stand behind this customer during the adjuster's inspection to insure that his insurance company paid to completely replace his storm damaged roof Without someone there to represent him, the chances of the insurance company paying to completely replace his roof are extremely slim This customer received a brand new roof for the cost of his deductible VJ's Construction has a wonderful reputation and we take care of our customers The nature of the construction business is not picture perfect, especially when we are dealing with roof replacement The roof is what protects the entire home We will not run our roofing crews if the chances of precipitation are 50% or greater This has been an extremely rainy spring and summer season and it has pushed our construction schedule back beyond our control Regardless of this, we are very concerned about this matter and it is getting our full attention We make all of our customers a priority and have every intention of taking care of our customers

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10839725, and find that this resolution is satisfactory to me.
Regards,
*** ***