Mobile Maintenance, Inc.

Initial Business Response /* (1000, 9, 2015/06/23) */
To whom it may concern
We have responded to every email or telephone call she has madeThe reason she paid the full amount up front was because we provide a 5% discount (for prepayment) and she chose to do soOur supplier of Pella windows
sent windows that were the correct size but opened the wrong way, she suggested that was ok and she would accept the windows and we installed themFour of the windows were in bedrooms and would not meet fire code if they opened up and down so we reordered windows that would open sideways and we installed themWe had completed everything to her satisfaction except small clips for the skirting which is what she is referring to in her complaintWe did not have them with us when we finished the job so we came back the next day and installed themWe had a young apprentice who had only been on the job days who had taken the screws out of the windows which she found on her lawn, we have since explained to him that that is unacceptableWe have apologized several times and we have asked her what, if anything, we can do to make this up to herShe suggested she is not interested in discussing it nor does she want anything else repairedThe last trip our service technician made to her home on 6/11/she said she was happy with everything that had been completedJust as a side note about her suggestion we did not manage the job properly, the service technician who was there has completed several jobs of this type and we have never had a complaint about him or his workWe don't typically have to manage a job site where he is in chargeWe typically put the customer in charge of the job and ask them what they want, regardless of what is on the work order, because at the end of the day we want them to be happy and receive whatever it is that makes them happyAll we ask is that they tell us what they wantWe believe she may want to consider working with a smaller company so the owner of the company is on the job site during the whole process to respond to any of her concernsWe again apologize for our supplier's mand should she have any warranty issues in the future we would be happy to respond in a timely manner
Initial Consumer Rebuttal /* (2000, 11, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
When I hire someone I don't expect to be put in charge I expect professionals to do their job> It is the boss's fault not the technician that he can't communicate clearly and completely
There is an old saying, "when your words fall on deaf ears only a fool keeps talking."

Transcribed message from LoRean, business owner:We haven't been able to get in touch with the consumer, but we are going to get him a check for $and have him sign confirming receipt

When Mr*** initially called our company, his home had been vacant for quite some timeHis heat had been turned off. We could not tell the full extent of the damage to the home. We came to his home in subzero weather and repaired several broken pipes under the home and
in the water heater compartmentThis was the initial charge of $ After we were able to get water pressure to the water heater, we discovered that the water heater itself was leaking He agreed that we should put in a new water heater, which we did The charge of $was for the water heater installation onlyAfter we installed the water heater and repaired the fittings associated with the water heater we discovered that there were additional leaks but we could still not tell the full extent of the damage. He and his mother requested that we do only the minimum repair to get the bathroom working. We quoted them a fixed price to get only the bathroom working. We explained to his mother the cost of the anticipated repair and we offered a discount if they prepaid the order, which they agreed to and did. The agreement was that we were to get the bathroom and the pipes to the bathroom repaired so that he could bathe. After completing that, he felt that we should do the washer and dryer area. This was not part of the original agreement but we did it anyway. The majority of this work was completed in subzero weather underneath his mobile homeThis is a very wet, dirty,confined, unpleasant place to work in subzero weather We did everything we agreed to and a little bit more. He and his mother knew exactly what the cost of the repair was for the work that we did, before we did the work His mother paid for the work we agreed to complete before we did it and she was given a receiptWe are sorry that he is unhappy, but we do not feel that we have done anything wrong, nor do we feel that he is due any refundSincerely, Stephen K***, Mobile Maintenance, Inc

Initial Business Response /* (1000, 9, 2015/10/22) */
We met with the customer 10/21/15 and fixed the siding issue she referenced in her letter to you. She received the requested roof warranty information on 10/17/15. We mailed a letter to her 10.22.15 with copies of documentation for her files. We...

have faxed the letter and copies to you as well as attached them to this reply.
Ms. [redacted] has indicated she is satisfied the work has been completed.
Please feel free to contact us if you have any questions.
Initial Consumer Rebuttal /* (3000, 11, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am satisfied with the siding repair and signed a form attesting to that. I haven't received any written information about the type and color of shingles installed on my home. I will not accept a printed, commercial brochure as verification of which shingles were installed on my home.
Final Business Response /* (4000, 17, 2015/11/05) */
I contacted the homeowner and requested a face-to-face visit to discuss how to resolve her concerns. I met her at the location of her choice (McDonald's) on Friday, October 30. She explained the shingles were not the right color of grey and she would like them replaced with the right color of grey. I asked why, when the new shingles were at her home, the job was 1/2 done, the new roof was completed but the shed had not been done yet - she didn't stop us and ask why the shingles were not the right color. She responded she didn't notice at that time and that when we were all done, the shingles just seemed to lay different than what she had before. I offered her $1000 to compensate for her inconvenience and she said no. I said I would get back to her. I contacted her on Monday, November 2nd to follow-up and again ask if there was some way we could resolve her concerns. She again stated she wanted the shingles the right color grey. She also stated she didn't want our crew to do it. I again asked what sum of money would make her happy so that we all could have closure and move on to other things. She stated she would leave the roof the way it is - that she didn't want any money. I asked her how to resolve the complaint with the Revdex.com and she said there was no way to resolve it. Please note - as we have stated before, we are still willing to warrant our workmanship and the products we used per the manufacturer's warranty. We will continue to be of service if requested by the homeowner. Please feel free to contact me if you have any questions.

Initial Business Response /* (1000, 9, 2016/02/12) */
This has also been faxed to the Revdex.com.
We have reviewed the invoices and work performed at Mrs. [redacted]'s house. Please note there were 2 separate areas of the home in which repairs were required - due to frozen water lines. The work was done...

under unpleasant conditions - beneath a manufactured home in which the ground was very wet and very cold.
The first trip out was for a pipe under her home that leads from the main under the ground to the water heater compartment. The pipe had broken and was not repairable. The water pipe was replaced and new heat tape, fittings and plug kit were installed. The existing heat tape had malfunctioned and was not re-usable.
The second trip out was for pipes that were located in the compartment for the water heater, above the floor of the house. This was in a completely separate area from where the first repair was done.
The water lines had frozen. Our rep thawed the pipes out to make sure they were not broken and inspected them for leaks. The rep then installed new heat tape because the old heat tape had failed. A new plug kit was also installed. Insulation was added underneath the compartment. It was an evening service call and our rep had to work within the water heater compartment as well as crawl underneath the house. It was not a simple thawing out of a frozen pipe.
The water pipes in the water heater compartment were not frozen when we were there the first trip, which is why we did not replace the heat tape or address any issues in that area (during the first trip). To have done so would have been dishonest and selling the customer something she didn't need at the time. While it is unfortunate that the 2nd tape failed within weeks of the first tape, this is not our fault nor could we have known it was going to fail. The two heat tapes were not linked together and performed independent of one another. We only replace or repair the products or parts that are not working when we are there. And there is no way of knowing that the 2nd heat tape would fail.
I would like to use the analogy of a light bulb. If you turn the switch on and the light bulb comes on, you have no way of knowing how long the lightbulb will stay lit. A heat tape is the same way - there's no way of knowing how long it will last. And if it is working - we don't replace it.
We are truly sorry that Mrs. [redacted] is on a fixed income and truly sorry that she's had problems with both of her heat tapes in a short period of time. It is possible that they were both installed at the same time and at the end of their life cycle.
If it helps Ms. [redacted] in anyway, we would be happy to waive the trip charge if we provide service for her during normal business hours in the future.
Please contact me if you have any questions.