McKlveen Home Restorations

To whom it may concern,
Thank you for contacting usMcklveen Home Solutions, LLC is a small business just starting out; we
handle remodeling, decks, windows, roofs, kitchens renovations and moreWe do our best to resolve any
issues or grievances a client may have
expeditiouslyThe one major lesson we learned as a result of
working with the ***'s is documentationWithout documentation everything turns to a he said-she said
battleUnfortunately, we did not revamp our communication procedure at the company until the third
quarter and once we did we immediately saw resultsThe communication with these clients proved to be
very difficult with the ***'s since day oneHowever, we were very excited to help them with their
window project and decided to accept the jobI won't get into every detail as I don't think it is
necessary; however, just to give a little background information the estimate alone and measurements of
the windows had to be given to the client over four times before the actual job commenced because they
kept misplacing it
Up front the client advised they would not be paying for this work directly and all payments would be
coming from their parents accountTherefore, we were told to advise in advance for each progress
payment so that they could have the parent issue the paymentAs it turned out each agreed payment
was late and we had to expedite the clientThe final payment even bounced and caused several issues
to our companyBeing a very small business starting out cash flow is important and the bounced check
set us back tremendouslyIt was very unprofessional as the clients were home but would not answer the
door or phone calls for a response
There was a severe lack of communication from the client and it was very difficult getting a hold of them
to make schedulesThe project was 95% complete in January and due to inclement weather we advised
the remaining caulking would need to be completed in the spring and we would return to complete this
and touch up any necessary areasThe ***'s were aware and agreed that would be fineAt that point
we did not hear from them until February which was over four weeks after the job was completed (until
the agreed upon return in the spring) where Mrs*** contacted us to advise us of a leak in one of the
windows and they were not happy with the outcomeWe immediately came out to the house upon
request and there was nobody around and were unable to fix the leakWe were finally able to meet with
Mr*** one afternoon and *** went around to each area that he was unpleased with and we advised
that these issue would be no problem to fix and we were intending to do the touch ups when we were to
come back in the springWe advised a date that we would be back up to fix the areas and they agreed
When my contractor planned the day and put other projects on hold and drove over an hour to the site
Mrs*** told my contractor that he had to leave because her husband was not home and that he could
not do the work on the windowsThis was the agreed upon day and my contractor lost a whole day
because of thisThere were four times my contractor went up to their home to meet and lost days
because they would not answer the door or phoneIt was very frustrating as we wanted to take care of
the remaining work and close out this jobThis went on for months and we had to just move forward
with other projects because we had clients we with whom we agreed upon dates and times and like to
honor those arrangementsWe would arrange a date to begin with either Mror Mrs*** on the phone
or through a text message and then when we would arrive they would not be there or they would be
home and would not answer the door or phoneFinally we decided that in order to avoid any further
miscommunications we would require all further communications with them via email or written in a
certified letterI have attached the letters and email sent to the ***'s for your reference
As a result of the written communication we have since been able to meet with the ***'sWe explained
the conditions of their home and the characteristics of the product that that they choseThey have a
historic log cabin home with no two windows measuring the sameThey chose Aluminum which is a very
popular material for windows because it is low maintenance and durableThere is further explanation in
the letters I am attachingI believe that once they understood the nature of their home in comparison to
a brand new structure and the characteristics of the chose material they felt better about the outcome
To further guarantee their satisfaction as we strive to make our customers happy at Mcklveen Home
Solutions, LLC we re-worked the areas they requestedSince then we have finished the project and have
left the ***'s satisfied with their completed projectIt is unfortunate that it had to take so long and to
such measures; however, we kept trying until the job was completedWe are also grateful because it
taught us a valuable lesson about documentationAs a small starter company we try to use every
experience as we strive for continuous improvement
Should you have any further questions or comments, please do not hesitate to contact me
Thank you & best regards,

Review: McKlveen Home Restorations installed and flashed 43 new windows last winter. This letter is intended to address the deficiency and inconsistencies in workmanship that was created when [redacted] replaced windows at the home of [redacted] and [redacted]. As can be seen in the enclosed pictures we have shown a small sampling of the problems that are evident throughout our windows. And while we have sent only a few photos these problems can be seen in all of the replacement windows. Prior to starting the job, [redacted] informed us that he was capable of replacing the windows. As is shown in these pictures, I think it is extremely evident that [redacted] either did not possess the skills to properly have the windows installed, capped, caulked or he did not care enough to take the time necessary to exhibit good workmanship. We contracted [redacted] to remove, replace and face the new windows. Had this been done correctly our home would not be left with these problems: Bent Nails, Caulking on the wood log and chinking, windows that are not seated securely in their seals, missing nails, inconsistencies with the facing on each window, exposed wood, windows that dont open properly, non-fluid of caulking installation, windows without caulking, bent flashing, facing seams that are not aligned, and crank windows having felt sticking to caulking.As contractor/installer of the windows, you made us multiple insurances that you were able to put in the windows and any problems would be rectified. On different occasions we were told that he would stop by to look at the windows, only to lose the entire day. There was one occasion that upon looking at an upstairs window [redacted] attempted to solve the problem of felt that had detached from the window and nearly dropped it from the 2nd story. At which point he stated that he should have used a ladder from the outside. This was the only time that [redacted] physically tried to rectify any of our problems. [redacted] chose the time to install the windows, delaying this process to accommodate his family needs. [redacted] assured us that the weather would not interfere with the replacement. Since the windows have been installed we have attempted on multiple occasions to find an amicable resolution to this problem. Even while [redacted] walked around the house showing him the problems, he expressed that the quality of work was fine. On many days, it bordered on harassment to get payment for his employees even prior to having the windows completed. You stated that you didnt have the money to pay your employees, which were not our responsibility. Which leads us to wonder was the negligent quality of work used in finishing our windows, in some way a form of retaliation. It is [redacted] and [redacted]s sincere hope that these problems with the windows can be rectified in a timely manner. We hope that [redacted] will hold true to his word and handshake and fix the problems as he has said.Desired Settlement: Repair and or rectify the deficiencies with the window installation, flashing and caulking.

Business

Response:

To whom it may concern,

Thank you for contacting us. Mcklveen Home Solutions, LLC is a small business just starting out; we

handle remodeling, decks, windows, roofs, kitchens renovations and more. We do our best to resolve any

issues or grievances a client may have expeditiously. The one major lesson we learned as a result of

working with the [redacted]'s is documentation. Without documentation everything turns to a he said-she said

battle. Unfortunately, we did not revamp our communication procedure at the company until the third

quarter and once we did we immediately saw results. The communication with these clients proved to be

very difficult with the [redacted]'s since day one. However, we were very excited to help them with their

window project and decided to accept the job. I won't get into every detail as I don't think it is

necessary; however, just to give a little background information the estimate alone and measurements of

the windows had to be given to the client over four times before the actual job commenced because they

kept misplacing it.

Up front the client advised they would not be paying for this work directly and all payments would be

coming from their parents account. Therefore, we were told to advise in advance for each progress

payment so that they could have the parent issue the payment. As it turned out each agreed payment

was late and we had to expedite the client. The final payment even bounced and caused several issues

to our company. Being a very small business starting out cash flow is important and the bounced check

set us back tremendously. It was very unprofessional as the clients were home but would not answer the

door or phone calls for a response.

There was a severe lack of communication from the client and it was very difficult getting a hold of them

to make schedules. The project was 95% complete in January and due to inclement weather we advised

the remaining caulking would need to be completed in the spring and we would return to complete this

and touch up any necessary areas. The [redacted]'s were aware and agreed that would be fine. At that point

we did not hear from them until February which was over four weeks after the job was completed (until

the agreed upon return in the spring) where Mrs. [redacted] contacted us to advise us of a leak in one of the

windows and they were not happy with the outcome. We immediately came out to the house upon

request and there was nobody around and were unable to fix the leak. We were finally able to meet with

Mr. [redacted] one afternoon and [redacted] went around to each area that he was unpleased with and we advised

that these issue would be no problem to fix and we were intending to do the touch ups when we were to

come back in the spring. We advised a date that we would be back up to fix the areas and they agreed.

When my contractor planned the day and put other projects on hold and drove over an hour to the site

Mrs. [redacted] told my contractor that he had to leave because her husband was not home and that he could

not do the work on the windows. This was the agreed upon day and my contractor lost a whole day

because of this. There were four times my contractor went up to their home to meet and lost days

because they would not answer the door or phone. It was very frustrating as we wanted to take care of

the remaining work and close out this job. This went on for months and we had to just move forward

with other projects because we had clients we with whom we agreed upon dates and times and like to

honor those arrangements. We would arrange a date to begin with either Mr. or Mrs. [redacted] on the phone

or through a text message and then when we would arrive they would not be there or they would be

home and would not answer the door or phone. Finally we decided that in order to avoid any further

miscommunications we would require all further communications with them via email or written in a

certified letter. I have attached the letters and email sent to the [redacted]'s for your reference.

As a result of the written communication we have since been able to meet with the [redacted]'s. We explained

the conditions of their home and the characteristics of the product that that they chose. They have a

historic log cabin home with no two windows measuring the same. They chose Aluminum which is a very

popular material for windows because it is low maintenance and durable. There is further explanation in

the letters I am attaching. I believe that once they understood the nature of their home in comparison to

a brand new structure and the characteristics of the chose material they felt better about the outcome.

To further guarantee their satisfaction as we strive to make our customers happy at Mcklveen Home

Solutions, LLC we re-worked the areas they requested. Since then we have finished the project and have

left the [redacted]'s satisfied with their completed project. It is unfortunate that it had to take so long and to

such measures; however, we kept trying until the job was completed. We are also grateful because it

taught us a valuable lesson about documentation. As a small starter company we try to use every

experience as we strive for continuous improvement.

Should you have any further questions or comments, please do not hesitate to contact me..

Thank you & best regards,