Orange Construction and Restoration LLC

Response:This letter is written in response to the Complaint filed by [redacted] .Orange Construction is committed to providing quality craftsmanship with remarkable customer serviceMany of our subcontractors have been working with our Company or our Project Managers for 15+ yearsSubcontractors are only used on job sites when we feel they can provide more efficient service and/or a high quality of craftsmanshipSubcontractors perform their specific trade on a daily basis which makes their skill level on that specific trade exceptionalWe stress to our employees and our carefully approved subcontractors that when working on residential job sites they treat thecustomer’s home as if it were their own.This particular insurance claim assignment was over a year ago; therefore, I do not have recollection of why painting was scheduled on a Saturday morningHowever, I assure you Saturday is not usually a preferred date for our Company or our employees/subcontractors as it often results in overtime and interferes with an employee’s personal time with his/her family and friendsWith that being said, we do schedule Saturday appointments when it is requested by the Homeowner and/or will allow the project to be completed more efficientlyWe understand that during an insurance claim, an insured’s home has been disrupted and results in many inconveniences for the familyWe do everything possible to complete the project in a timely manner around the homeowner’s schedule.I do remember this customer calling about the site not being cleaned to her satisfaction, I personally apologized for my employee/subcontractor’s mistakeWe are all human and unfortunately, mistakes do happenI also have children, and I take safety in the home very seriouslyI did much more than apologizeI gave the member my cell phone number, and I followed up with her on several occasions to make sure everything was completed to her satisfaction.The homeowner did call to complain about her floor being scuffed when she moved her table and chairsWe asked if she had placed felt pads under her furniture to help prevent this, and she states she had notWe explained that the vinyl flooring she selected was a higher grade flooring than she previously had (her previous flooring is no longer produced)This higher grade flooring is designed to provide added comfort for the homeowner; therefore, it is much softer than her previous sheet vinyl.When the homeowner called to complain again about the flooring, we sent our flooring representative to take pictures and inspect the floor for warranty related issuesThey found the scuffs were caused from chairs and other furniture being moved aroundCertain types of shoe soles can scuff the vinyl as wellThey did not find any signs of permanent indentationThe homeowner was instructed to lift heavy furniture (i.ea table) while moving and keep felt pads on chairs and other furniture to decrease scuffing caused from every day movementWe also recommended not wearing hard sole shoes/heals on the floor and to clean the floor using Armstrong’s (the flooring manufacturer) recommended cleaning method (provided to homeowner)Whether it be vinyl flooring, hard wood flooring or carpet, special care has to be taken by the homeowner to keep any floor in its most pristine condition.The customer states the purchase price was $6000; however, the total price of the job was only $4,of which only $2,was flooringThe next step would be to have an Armstrong representative to the home for an inspection of the floor to assess whether it is a flooring defect or if it is wear and tear caused by the homeowner

Response:This letter is written in response to the Complaint filed by [redacted].Orange Construction is committed to providing quality craftsmanship with remarkable customer service. Many of our subcontractors have been working with our Company or our Project Managers for...

15+ years. Subcontractors are only used on job sites when we feel they can provide more efficient service and/or a high quality of craftsmanship. Subcontractors perform their specific trade on a daily basis which makes their skill level on that specific trade exceptional. We stress to our employees and our carefully approved subcontractors that when working on residential job sites they treat thecustomer’s home as if it were their own.This particular insurance claim assignment was over a year ago; therefore, I do not have recollection of why painting was scheduled on a Saturday morning. However, I assure you Saturday is not usually a preferred date for our Company or our employees/subcontractors as it often results in overtime and interferes with an employee’s personal time with his/her family and friends. With that being said, we do schedule Saturday appointments when it is requested by the Homeowner and/or will allow the project to be completed more efficiently. We understand that during an insurance claim, an insured’s home has been disrupted and results in many inconveniences for the family. We do everything possible to complete the project in a timely manner around the homeowner’s schedule.I do remember this customer calling about the site not being cleaned to her satisfaction, I personally apologized for my employee/subcontractor’s mistake. We are all human and unfortunately, mistakes do happen. I also have children, and I take safety in the home very seriously. I did much more than apologize. I gave the member my cell phone number, and I followed up with her on several occasions to make sure everything was completed to her satisfaction.The homeowner did call to complain about her floor being scuffed when she moved her table and chairs. We asked if she had placed felt pads under her furniture to help prevent this, and she states she had not. We explained that the vinyl flooring she selected was a higher grade flooring than she previously had (her previous flooring is no longer produced). This higher grade flooring is designed to provide added comfort for the homeowner; therefore, it is much softer than her previous sheet vinyl.When the homeowner called to complain again about the flooring, we sent our flooring representative to take pictures and inspect the floor for warranty related issues. They found the scuffs were caused from chairs and other furniture being moved around. Certain types of shoe soles can scuff the vinyl as well. They did not find any signs of permanent indentation. The homeowner was instructed to lift heavy furniture (i.e. a table) while moving and keep felt pads on chairs and other furniture to decrease scuffing caused from every day movement. We also recommended not wearing hard sole shoes/heals on the floor and to clean the floor using Armstrong’s (the flooring manufacturer) recommended cleaning method (provided to homeowner). Whether it be vinyl flooring, hard wood flooring or carpet, special care has to be taken by the homeowner to keep any floor in its most pristine condition.The customer states the purchase price was $6000; however, the total price of the job was only $4,866 of which only $2,537 was flooring. The next step would be to have an Armstrong representative to the home for an inspection of the floor to assess whether it is a flooring defect or if it is wear and tear caused by the homeowner.