Montage Decor LLC

Thank you for providing us an opportunity to respond to our customers This is an unfortunate situation and we completely sympathize with the customer.As stated in the customer provided information, we have been working with the family on their remodel project taking them from the designing phase all the way through to completion Regarding their concerns, here is more information from our side on the situation:When working with the electricians on the design of this project, it was recommended that the house get a full electrical upgrade because we are adding rooms, bathrooms and a wet bar with stove The electrician contacted [redacted] (***) in February to schedule a site visit and get their recommendations on what needs to be done for the meter upgrade We were instructed to have the sidewalk, driveway and street toned so [redacted] and the electrician know where the phone line, [redacted] line and electrical lines are located underground It took about weeks for the utility companies to denote the underground lines and then we schedule the [redacted] inspector to come out, review where all the lines and create a trench plan for us While this project was going on, I would have regular meetings/phone conversations with the customer and provided updates including the status of the electrical upgrade.The electrician and I met with the [redacted] inspector another weeks later and after about a half hour meeting, he told the electrician that they would put together their recommendations on where we needed to expose and get back to us Another month went by before getting anything from *** While we were waiting for them, I would have regular contact we the electrician asking for updates After getting the trench plan from ***, we were in the finishing phases of the remodel project so we needed to wait on digging the driveway Again, we would provide updates via meetings or phone conversations along with the occasional text message or email about the entire project.At the beginning of July we dug a portion of the customers driveway as instructed by [redacted] so that we could expose the current electrical conduit and the tfrom the main transformer to the house Once the trench was ready, we had [redacted] come out to inspectWhen ***'s inspector took a look at the connections a week later they instructed us that we needed to cut a section of the sidewalk so that they could install a new power line to the house Because of this, [redacted] needed to get a trenching permit with the [redacted] (***) This permit required that we get additional approvals from [redacted] , [redacted] , [redacted] , [redacted] ***, [redacted] , [redacted] , [redacted] ***, [redacted] (now [redacted] ) [redacted] and the [redacted] We submitted the individual approval form to each of the agencies towards the end of July We received the approvals from every agency but [redacted] within weeks of submitting the request We personally went to ***'s office for a status update in the middle of August The reviewer did not meet with us in person but told the security guard that he has not reviewed the request and will get to it when he can While all of this was going on between July and August, I would provide the customers with an update on the electrical upgrade as well as the remodel By this time, we were almost complete with the home remodel and they were getting ready to move back in Here is a list of the various dates between July and August that we either had a face to face meeting, an email or text message was sent to the customer.July – Text MessageJuly – Text MessageJuly – Text MessageJuly – Text MessageJuly – Text MessageJuly – MeetingJuly – MeetingJuly – Text MessageJuly – Text MessageAugust – Text MessageAugust – Text MessageAugust – Text MessageAugust – Text MessageAugust – Text MessageAugust – MeetingAugust – Email August – Text MessageAugust – Text MessageAugust – Text MessageAugust – Text MessageAugust – MeetingAugust – Text MessageAugust – EmailAugust – EmailAugust – Text MessageAugust – Text MessageAugust - EmailWe got a call from [redacted] at the beginning of September to let us know that they finally signed the approval request and was ready for pickup We went to get that form and then directly to the [redacted] to submit the paperwork for the trenching permit While sitting with the permit lady, as she was reviewing all the paperwork she informed us that [redacted] had recently revised their erosion policy (as of August 16, 2017) and now required an Erosion and Settlement Control Plan to be submitted anytime there is excavation work being done After reviewing the requirements, we contacted an engineer who is also erosion certified with [redacted] and would do the proper paperwork for us We received the paperwork from the engineer on October 10th and submitted that to [redacted] for review and approval Our permit person got the finally approval on Thursday, November and received the permit for us to continue We have contacted the electrician who will be scheduling with [redacted] to get this coordinated.Here is a list of the various dates between September and October that we either had a face to face meeting, an email or text message was sent to the customer.September – Text MessageSeptember – Text MessageSeptember – Text MessageSeptember – Text MessageSeptember – Text MessageSeptember – MeetingOctober – Text MessageOctober – Text MessageOctober – Text MessageOctober – Text MessageOctober – Text MessageOctober – Text MessageOctober – Text MessageIt was an unfortunate situation when the customer had to reset the electrical meter a few times As soon as they made us aware of the problem (October 11) our electrician was called and took action the very next day The electricians discovered that the outside meter was running off of a 50amp fuse instead of the 100amp fuse that they saw previously They changed the fuse to 100amp and we have not been contacted with the power issue since Also, the customer let us know that the boards we placed over the trench for their protection was getting lose so we sent our worker that afternoon to secure it down.In regards to the other open items that the customer is requesting be taken care of, it has always been our intention to complete the project We have sent workers a couple of different occasions to take care of some of the open items and will send them back again As we got the home to a level where the family could move in comfortably, our intention has been to focus on getting the electrical upgrade complete and while our team is there working on the upgrade to complete any additional items that need to be addressed as well as warrantied.We feel that this is an unfortunate situation that the customers felt they needed to contact you as we have always maintained an open line of communication with them throughout this project and will continue to do so Should you have any questions after reviewing our response, please don’t hesitate to call me at [redacted] or email me at [redacted] Best Regards,Kris K [redacted] Project Manager

Thank you for providing us an opportunity to respond to our
customers.  This is an unfortunate
situation and we completely sympathize with the customer.As stated in the customer provided information, we have been
working with the family on their remodel project taking them from the...

designing
phase all the way through to completion. 
Regarding their concerns, here is more information from our side on the
situation:When working with the electricians on the design of this project,
it was recommended that the house get a full electrical upgrade because we are
adding rooms, bathrooms and a wet bar with stove.  The electrician contacted [redacted]
([redacted]) in February to schedule a site visit and get their recommendations on
what needs to be done for the meter upgrade. 
We were instructed to have the sidewalk, driveway and street toned so [redacted]
and the electrician know where the phone line, [redacted] line and electrical lines
are located underground.  It took about 3
weeks for the utility companies to denote the underground lines and then we
schedule the [redacted] inspector to come out, review where all the lines and create
a trench plan for us.  While this project
was going on, I would have regular meetings/phone conversations with the
customer and provided updates including the status of the electrical upgrade.The electrician and I met with the [redacted] inspector another 3
weeks later and after about a half hour meeting, he told the electrician that
they would put together their recommendations on where we needed to expose and
get back to us.  Another month went by
before getting anything from [redacted].  While
we were waiting for them, I would have regular contact we the electrician
asking for updates.  After getting the
trench plan from [redacted], we were in the finishing phases of the remodel project
so we needed to wait on digging the driveway. 
Again, we would provide updates via meetings or phone conversations
along with the occasional text message or email about the entire project.At the beginning of July we dug a portion of the customers
driveway as instructed by [redacted] so that we could expose the current electrical
conduit and the tie-in from the main transformer to the house.  Once the trench was ready, we had [redacted] come
out to inspect. When [redacted]'s inspector took a look at the connections a week
later they instructed us that we needed to cut a section of the sidewalk so
that they could install a new power line to the house.  Because of this, [redacted] needed to get a
trenching permit with the [redacted]).  This permit
required that we get additional approvals from [redacted] (now [redacted] and the [redacted].  We submitted the individual approval form to each
of the 8 agencies towards the end of July. 
We received the approvals from every agency but [redacted] within 2 weeks of
submitting the request.  We personally went to [redacted]'s office for a status update in
the middle of August.  The reviewer did not
meet with us in person but told the security guard that he has not reviewed the
request and will get to it when he can.  While
all of this was going on between July and August, I would provide the customers
with an update on the electrical upgrade as well as the remodel.  By this time, we were almost complete with
the home remodel and they were getting ready to move back in.  Here is a list of the various dates between July and August
that we either had a face to face meeting, an email or text message was sent to
the customer.July 12 – Text MessageJuly 17 – Text MessageJuly 18 – Text MessageJuly 20 – Text MessageJuly 21 – Text MessageJuly 21 – MeetingJuly 25 – MeetingJuly 28 – Text MessageJuly 31 – Text MessageAugust 7 – Text MessageAugust 8 – Text MessageAugust 9 – Text MessageAugust 11 – Text MessageAugust 15 – Text MessageAugust 15 – MeetingAugust 16 – Email       August 17 – Text MessageAugust 18 – Text MessageAugust 22 – Text MessageAugust 23 – Text MessageAugust 23 – MeetingAugust 24 – Text MessageAugust 28 – EmailAugust 29 – EmailAugust 30 – Text MessageAugust 31 – Text MessageAugust 31 - EmailWe got a call from [redacted] at the beginning of September to let
us know that they finally signed the approval request and was ready for
pickup.  We went to get that form and
then directly to the [redacted] to submit the paperwork for the trenching permit.  While sitting with the permit lady, as she
was reviewing all the paperwork she informed us that [redacted] had recently revised
their erosion policy (as of August 16, 2017) and now required an Erosion and
Settlement Control Plan to be submitted anytime there is excavation work being
done.  After reviewing the requirements,
we contacted an engineer who is also erosion certified with [redacted] and would do
the proper paperwork for us.  We received
the paperwork from the engineer on October 10th and submitted that
to [redacted] for review and approval.  Our
permit person got the finally approval on Thursday, November 2 and received the
permit for us to continue.  We have
contacted the electrician who will be scheduling with [redacted] to get this
coordinated.Here is a list of the various dates between September and
October that we either had a face to face meeting, an email or text message was
sent to the customer.September 5 – Text MessageSeptember 8 – Text MessageSeptember 12 – Text MessageSeptember 18 – Text MessageSeptember 19 – Text MessageSeptember 19 – MeetingOctober 4 – Text MessageOctober 5 – Text MessageOctober 11 – Text MessageOctober 12 – Text MessageOctober 17 – Text MessageOctober 18 – Text MessageOctober 27 – Text MessageIt was an unfortunate situation when the customer had to
reset the electrical meter a few times. 
As soon as they made us aware of the problem (October 11) our
electrician was called and took action the very next day.  The electricians discovered that the outside
meter was running off of a 50amp fuse instead of the 100amp fuse that they saw
previously.  They changed the fuse to 100amp
and we have not been contacted with the power issue since.  Also, the customer let us know that the boards
we placed over the trench for their protection was getting lose so we sent our worker
that afternoon to secure it down.In regards to the other open items that the customer is
requesting be taken care of, it has always been our intention to complete the
project.  We have sent workers a couple
of different occasions to take care of some of the open items and will send
them back again.  As we got the home to a
level where the family could move in comfortably, our intention has been to
focus on getting the electrical upgrade complete and while our team is there working
on the upgrade to complete any additional items that need to be addressed as
well as warrantied.We feel that this is an unfortunate situation that the customers
felt they needed to contact you as we have always maintained an open line of
communication with them throughout this project and will continue to do so.  Should you have any questions after reviewing our response,
please don’t hesitate to call me at [redacted] or email me at [redacted]Best Regards,Kris K[redacted]Project Manager

Although the lines of communication were open, they were just full of [redacted]! Kris and Gavin have been constantly feeding us lies to pacify our complaints. From design to what would be included in our project, types of materials to be used, deadlines just to name a few, what we were told would happen, did not happen.Per Kris' response to the Revdex.com, "When working with the electricians on the design of this project, it was recommended that the house get a full electrical upgrade because we are adding rooms, bathrooms, and a wet bar with a stove." -------> So why was the electrical upgrade a change order? If it was recommended during the design phase, that means you already knew about it and it was included in the contract. Same with the plumbing, [redacted] knew it would need an upgrade, however, they purposely did not include it in the contract so that it could be added as a change order. Kris used three full paragraphs to explain the trench/electrical upgrade in his Revdex.com response. However, from February 6, 2017 through October 19, 2017, there were only 5 instances in which this particular subject was talked about. It was never explained so in depth to me until his Revdex.com response.2/6/17 text message – Kris sent “Gavin just wanted to confirm that we have your permission to move forward and you’ll sign the change order once we know the extent of the work that needs to be completed before we cut near the transformer.”2/16/17 text message – In response to me asking for an update on the project, Kris sent “Gavin felt it would be better to wait a few weeks until the electrician are working so they can go none stop and do all the rough-in at one time.”3/1/2017 email – In an email providing us with updated estimates for progress and completion, Kris wrote “As we previously discussed, there is additional electrical work that we need to complete from the transformer box to a new electrical sidewalk box. This is estimated to cost between $7,000 and $11,000 depending on where the current split for the power running to your home is. We are planning to have this work done at the same time that we have the electricians working on site so that the sidewalk is not exposed for a long period of time.” 8/25/17 email – Included in an email after I sent a text a couple of days earlier asking for an update at the end of each day, “We are still waiting for signatures from a couple of departments and the final [redacted]) approval so that we can cut the sidewalk for [redacted] to upgrade the electrical line. Hoping that this will be ready so that we can submit to [redacted] by the end of next week.”10/11/17 text message – After I ask specifically for an update on the electrical upgrade, “We had some comments come back from the department of permitting and had to send the prints to an erosion engineer for approval because of a new rule that took affect. We just got this paperwork back this morning and I was going to call you to meet as I need to review it with and turn it in to the department with your signature.”As you can see, three of the five dates he listed as "keeping open lines of communication" came after I heard nothing for days/weeks/months on end and requested an update. Kris also stated in his response that "the electricians discovered that the outside meter was running off a 50 amp fuse instead of the 100 amp fuse that they previously saw." -----> Who changed it? How could they have seen a 100 amp fuse and all of a sudden it's a 50 amp? I smell something fishy!Although [redacted] has completed most of the items on the punch list, there still are a few outstanding items. The most recent email I got from Kris says they will not install solid surface around the window sill in two of my showers because it was not in the original budget.I made Kris aware of the issue on September 19 during our meeting at my home. I showed Kris exactly what part and explained why sheet rock is not good in that area. Kris and Grant advised us that their guys would look at it. [redacted] workers came to my home and measured the windows. On October 12, 2017 I sent Kris a text message reminding him that the windows still needed solid surface. Not once did he express that it would not be fixed. Now all of a sudden I get an email saying "If you would like, you can hire [redacted] to put the solid surface in the window sill as that was not part of our original budget." Do it right the first time and you wouldn't have to go out of the original budget!The first thing you see when you open up the [redacted] webpage is “[redacted] delivers high quality construction services with a distinctive mix of value, expertise and client-centered focus.” It goes on to say “We are a licensed, bonded, and insured General Contracting Company that will ensure honesty, integrity, and quality.” I can say from my personal experience these statements are far from true. There is no value in low quality construction services, the guys I dealt with certainly did not have any expertise, and there truly was no client-centered focus. Gavin and Kris did not display honesty and integrity throughout our project.The only thing that is unfortunate is that this company is still in business and has a contracting license!My desired settlement as noted in the original complaint has still not been completed.