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Paul J. Giustozzi

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Review: hi[redacted], Had contract for my house for remodel, but know almost few month passed by dead line know he is denied to finish work what he spouse to do it.Desired Settlement: $10,000




Reference: Case [redacted]

Dear [redacted],

I am in receipt of your letter dated November 19, 2013, case number [redacted], regarding a complaint by one of my customers. Thank you for the opportunity to address this complaint.

On August 6th 2013, the customer accepted and signed a written proposal from me for several projects that included building a shed and converting the garage into a bedroom and bathroom. On August 23, the customer accepted and signed a written change order from the original project that added a closet, entry door and window to the garage and closed off an existing entry door. All work from the original agreed proposal, in additional to the change order, was completed on November 18, 2013. The customer still owes $900.00 for labor plus $1060.00 for materials (entry door, hardware, window, exterior light, interior closet light and storage system) for a total of $1960.00. Upon his payment of this amount, our mutually agreed upon contract and change order will be fulfilled.

The contract specified an estimated completion date of September 12, 2013. After the change order was approved, the estimated completion date was revised to September 20,2013. Please note that the contract did not specify a completion date, only an estimate. Throughout the contract period, the customer prohibited me from working on certain days and the work was delayed for a period while he considered requested changes leading up to the change order. The agreed upon work specified in the contract was completed, as previously mentioned, on November 16, 2013. During the contract period I provided several "goodwill" tasks that were requested by the customer without additional charge. This included installation of three shelves on two walls of the shed, removal of existing drywall from garage exterior facing walls that included installing insulation, new drywall and finishing. I also provided a roof inspection, installed patches on the chimney cap and around the chimney on the main roof. Further, I primed and painted the shed exterior and primed all work areas in the interior of the house and painted the ceiling in the bathroom, bedroom and closet. Finally, I moved personal effects and disposed of some left over rubbish that cost me an additional approximately $75.00 disposal fee. All of these complimentary tasks increased the time required to complete the project.

After completion of the agreed upon work, the customer suggested that I complete an additional "complimentary" project, that is, provide additional materials and services without payment. This was to add a shower door to the new bathroom. I refused to complete this project without payment. After my refusal to complete this additional work, the customer became irate and indicated he was going to "call someone".

One of my hallmarks is customer satisfaction and I strive to ensure that I exceed my customer's expectations. I have a long history of satisfied customers and all of my business is built on word of mouth advertising from existing customers. Many of my customers have been with me for many years and I often receive additional gratuities for jobs well done. In fact, my most recent customer sent me a thank you note. As you can see from my description of work performed that is above and beyond the specified obligations, I made every attempt to delight this customer as well.

The customer and his brother have made several attempts to contact me, apparently to come to resolution, since he filed the complaint with your office. The brother called me on November 24 and I chose not to comment since I had not responded to the formal complaint. The customer then left three voice messages for me on November 24 and one on November 25. I returned his call on November 30 and left a voice mail in an attempt to resolve the complaint to our mutual satisfaction.

I have fulfilled my contractual obligations to the customer and the customer's complaint is without merit. When the customer fulfills his obligation to me by completing the final payment of $1960.00, our business will be concluded. Thank you for the opportunity to provide the details of this case.


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Description: Home Improvements, Residential Remodelers (NAICS: 236118)

Address: 32 Hillcrest Drive, Stafford, Virginia, United States, 22556-1249


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