Playback, Inc.

Initial Business Response /* (1000, 9, 2016/12/07) */
Re: Case # XXXXXXXX
The following is a response to the letter regarding *** *** (***)
September 2015, Initial visit: Met with customerThey explained that there was recent fire damage and they were in need of some item replaced
Included were a kitchen faucet, dining room fan, one entry door, two storm doors, and ten replacement windowsI was told to work up an estimate and send it to their insurance company (State Farm)It seemed a little odd that a kitchen fire would result in a houseful of windows replaced as I stated to themI said I would send it and I would give them the estimate9/22/2015, I sent the estimate for everything they requestedThe amount was *** 9/29/the Insurance Company rejected the estimatesThey said they would not cover so many windows that were not damaged by the fire10/1/a revised estimate of what was discussed by with the insurance company was sentThe amount was *** A copy was sent to the customer *** and *** ***11/6/I was asked to come to the residence to write an orderI explained that the insurance company had turned down their first requestI was assured from *** that the items they wanted was well within the scope of what they could afford and that they were also assured from the insurance company that they would pay them the amount for the items that was not on the contract that I wrote for them as there were some special order requestsMentioned was the fact that there were existing coverings on the exterior and that was an area that money could be saved and applied to their purchaseAlthough they were old coverings they could paint them or clean them upThe items that were agreed upon in which was signed for was *** They gave me a deposit of *** leaving a balance of *** Mr *** said he was confident that his insurance company would handle paying the balance, if not, he would honor the amount owedAgain, I found this extremely odd as there were special order colors involved and upgrades11/the faucet was installed12/24/fan/light was installed12/27/windows were installedThe units are put in from the insideVinyl replacement windows are installed within the frame of the existing windows that the builder of the home placed in the wall at time of constructionThere is a small slat of wood called a stop that allow the old wood sashes to move up and down (open) without falling outSome of them were missing, some were very old that we had to remove and them place back into position after we installed the new unitsWe then caulk and seal the inside and outsideOn the outside an installer noticed that some of the wood that whatever wrapped the exterior trim around the old units had some exposed rotted woodWe explained this to the homeownerWe told him that we can leave them or remove the rotted so that the permanent window frames that were installed over seven decades ago would stop rottingMyself,as the crew chief of the job, *** Ball explained how the homeowner could replace the inside stops with minimal costsWe asked if he would like us to do thisI told him we would do it with no labor chargeWe showed him the outside stops and how they would need to be painted or coveredWe also explained that the new replacement units did not need anyThe photos that he sent reflect this and show exactly what I am explaining in this responseThe exterior coverings that were installed many years prior were installed improperly and did not cover everything that they shouldDuring the install we did not disturb these nor did we have any reason toLater that say her relatives visited and said how much they liked the new units and the work performedWhen we left we told him that we would not collect the balance at this time until we installed the rest of the order1/3/doors were installedWe noticed that above the door the aluminum siding piece was very dented and bentWe pointed that out1/10/we installed two windows that reordered as I had ordered in December because I received the wrong sizeWe went over the entire jobAfter we were finished Mr*** explained that the insurance company would pay the balance therefore he did not pay the balanceWe asked if there was any further work that he would like us to doHe said no that he as satisfiedIn February we asked for remittance of balanceMr*** called and said he would not sign certificate of completion until WE cut stops for the inside interiorEven though he stated he would handle before we left the window installation in December of since it was not contracted to perform this service3/5/I sent the crew chief, MrBall to the home and he did exactly what Mr*** requestedAt this time he waled Mr*** around the home and asked him if there was anything else he would like doneAfter he said he was pleased he SIGNED a completion certificateIt stated; DO NOT SIGN CERTIFICATE UNTIL ALL SERVICES HAVE BEEN SATISFACTORILY PERFORMED AND MATERIALS SUPPLIED OR GOODS RECEIVED AND FOUND SATISFACTORILYI have enclosed a copyIt further states; all goods and services purchased under the above retail installment contract or retail charge agreement have been performed or installed as required by such contractHe said he would pay the balanceHowever, we never received itWhen he said insurance is handling itOn 4/14/a collection letter was sent out5/30/a second collection letter was sent7/18/a third collection letter was sent8/3/the collection letter was sent back as someone at the residence refused it stating that there was no one of the name *** residing thereCurrently we have not recived the balance dueI have visited the residence several times in October with no ansewrI lookat at what I thought extra work he might want
Initial Consumer Rebuttal /* (3000, 11, 2016/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response does not indicate where the job should be completedI have never seen windows done where caulk and wood are left exposedThe craftsmanship of this company is sub parIn addition, I have never dealt with a contractor who has the client finish their work or a contractor who refuses to work with insurance company or the homeowner to resolve the matter correctlyOur insurance company tried to deal with Mr*** and they indicated to me that he began to yell on the phone and hung on themAttached you will find pictures of windows not completed and emails where Mr*** refused to work in resolving this matter
That said, this matter is not resolved and work needs to be completedThe windows need to trimmed out and properly sealed
Final Business Response /* (4000, 15, 2016/12/27) */
***Document Attached***
I called Mr***'s insurance company and had a very nice conversation with themDuring that conversation it was revealed that their claim has been closed with them since JulyAll monies due to them were paidI was advised to explore means of collection with the customer
I hope, once and for all, this proves that the additional work being demanded is not in the approved and signed contractThe work was completedYes, there is caulkWe could have left the units without caulkMatter of fact we caulked the interior as well as exteriorWe also came back in March and installed new stops where they were missing and rotted to the interiorThe crew chief walked him around the propertyHe was shown everything done on the outsideHe signed the completion certificateHe told the crew chief there was nothing else he wanted doneThe current wraps to the exterior are old and dentedIt shows this in the photos he sentWe did not work with the wraps as it was not necessary when installingSo rather than pay the balance, criticizing the work is a better solution, bringing up work that was not on the contract is a better solution, slandering me is a better solution
Options in Home Improvements are commonThey are common in other unrelated purchases as wellExterior wraps are an optionThey were not contracted to be doneI have not had any complaints in the many years we have been servicing customersALL of our customers understand that extra wraps are just that, extraThere are very few times customers opt for this service as it is an additional expenseWe offer wraps when new exterior siding is installedAt this time the majority of customers opt for this serviceI am hoping that he is just misunderstanding the processYears ago I worked for Sears (AMRE)Home Improvement, wraps were chargedBuy a window installation from Home Depot Home Installation Service, wraps are chargedWindow companies charge extra for options or include them into the priceLocal stores such as Menards sell different types of material (exterior trim) for wrapsYes, customers do plenty of completion workMany times they nail new trim around the windows after the installMany times they install new window coverings (drapes, blinds, shades, etc.)Many times they nail in new stopsOn door installs the majority paint them the desired color themselvesMany opt for designer hardware in which they install themselvesSome just can not afford everything they would like to have doneRecently we installed a bathroom in which the customer opted for painting and trimming themselvesWe just remodeled a kitchen in which the customer opted to do the plumbing and floor work themselvesSo yes, there are many, many jobs that the customers do additional work themselves to the project
I truly do not want to see a customer upsetHad I known that they wanted this exterior work performed when we did the initial install I would have charged accordinglyWe could have came up with something reasonableI am willing to work out a fair price to do the work he requestsHowever, there is no reason for not paying the balance dueIf he provides the material, I will provide the laborThis is a huge discountI just want to get this matter resolved and close this file