RANSON CONSTRUCTION

May 25, 2017Response to complaint D# [redacted] I will respond to this complaint, although it really won't settle anything except give you the side from all employees involved at RansonIt will be lengthy, but there was never blame shifting in our companyEveryone [redacted] spoke with stated facts about what was going onShe wants it to be her way and all the sereaming isn't going to do that1: Melissa called [redacted] to ask if we could move her excavation day to the same day as the installation (not an uncommon practice), apparently she was on vacation in the Bahanas, and started yelling at Melissa and told her if anything went wrong she would hold her personally responsibleShe also yelled that someone was supposed to go and look at her yard and no one had dome this, Melissa stated yes he did go and she needed to remove the backportion of the fence, Melissa thought that Randy had spoken with [redacted] , but [redacted] yelled and said no she did not speak with him, but Melissa continued to tell her about the fenceMelissa did not speak with her about removal of debris, this is NOT a practice for us to doThis is only done if the customer asksWe are not responsible for the removal of any debris from a customers yard unless A, they ask when we confirion, B they ask the excavator, or C they ask the salesman at the pool store.2: On the day of the excavation, Randy pulled into the parking lot at the police station and noticed that her fence was still up, Re called Melissa and asked her to call [redacted] When Melissa called her she asked why the fence was not removed? She instantly started screaming at Melissa, telling me she wasn't home, that nobody told her about the fence and that the excavator needs to buy a smaller machine and proceeded to hang up on MelissaMelissa called Randy told him what she said and that’s when the installer said he would take the fence downRandy called [redacted] and got permission to take the fence apartAfter explaining to MsBurcia age this was the only access to the backyard, she also informed Randy that he needed to buy a smaller machine to dig pools and hung up om himOnce the dig was started it was determined that a tree was in the way and needed to be removedThis is not the excavators responsibilityShe should have known this would be in the way because she knew all her set backs and where the pool was goingIt should have been removed prior to excavationShe asked to have it removed and it was explained to her by I believe Keith that this is not a usual service during excavation, and there would be an extra chargeShe agreed and after the excavator and the installer having to find a saw to cut it down, it was removedWhen the dig was completed [redacted] went over to Randy and introduced herself to himThat was the first time they had net face to face and as for him escalating his voice around her children....no children were around and he only said hiKeith proceeded to inform her of the charge for debris removalAlso it wasstated that he would not be able to remove it that day but would try to b either Friday or Saturdayty to cone back6: Randy called me, Debi and asked me to call [redacted] I called [redacted] ?nd told her that Randy would not be able to come back that day, please have the installer put the fence back togetherI do not recall telling her that he would not have to remove it again, because clearly it would have to be if he were to get amachine in the backyardAnyhow, I did tell her that I would call her on Friday and let her know when he would be backI forgot to call her.7: Monday morning she called the office at 9:am, Melissa texted one and I called herI told her that did not know when Randy would be able to get back, due to the fact that his schedule was very busyunderstand her frustration in that he said he would do it, and I have told hion before that trying to be nice to the customers never works in his favorI also want to say I misspoke and said that randy had met with her prior to excavation, but later found out be did not, but that he went there and told Melissa to call herSo after trying to satisfy her with the explanation of not knowing when we could get back, I never raised my voice, but she kept talking over me...she hung upI did send her a text and informed her that since we cannot settle this we would refund her money and she could have someone else do itMelissa refunded her money on May and wesent her a copy of the refund in the mailAhone, Randy, Me, It seems that everyone [redacted] has spoken with on the p Melissa (especially), [redacted] and [redacted] , have all encountered her screaming at themEach time everyone was trying Fo figure this out but she wasn’t havingit unless they were om their way to fix ?? As for a settlement, she received it in the form of refundI would like to say that we did not blauwe shiftThe only ??? ?ys done was done by [redacted] for not taking responsibility 0" SEr" person that was trying to explain things and not listening her

May 25, 2017Response to complaint D#[redacted]I will respond to this complaint, although it really won't settle anything except give you the side from all employees involved at Ranson. It will be lengthy, but there was never blame shifting in our company. Everyone [redacted] spoke with stated facts...

about what was going on. She wants it to be her way and all the sereaming isn't going to do that1: Melissa called [redacted] to ask if we could move her excavation day to the same day as the installation (not an uncommon practice), apparently she was on vacation in the Bahanas, and started yelling at Melissa and told her if anything went wrong she would hold her personally responsible. She also yelled that someone was supposed to go and look at her yard and no one had dome this, Melissa stated yes he did go and she needed to remove the backportion of the fence, Melissa thought that Randy had spoken with [redacted], but [redacted] yelled and said no she did not speak with him, but Melissa continued to tell her about the fence. Melissa did not speak with her about removal of debris, this is NOT a practice for us to do. This is only done if the customer asks. We are not responsible for the removal of any debris from a customers yard unless A, they ask when we confirion, B they ask the excavator, or C they ask the salesman at the pool store.2: On the day of the excavation, Randy pulled into the parking lot at the police station and noticed that her fence was still up, Re called Melissa and asked her to call [redacted]. When Melissa called her she asked why the fence was not removed? She instantly started screaming at Melissa, telling me she wasn't home, that nobody told her about the fence and that the excavator needs to buy a smaller machine and proceeded to hang up on Melissa. Melissa called Randy told him what she said and that’s when the installer said he would take the fence down.3. Randy called [redacted] and got permission to take the fence apart. After explaining to Ms. Burcia age this was the only access to the backyard, she also informed Randy that he needed to buy a smaller machine to dig pools and hung up om him.4. Once the dig was started it was determined that a tree was in the way and needed to be removed. This is not the excavators responsibility. She should have known this would be in the way because she knew all her set backs and where the pool was going. It should have been removed prior to excavation. She asked to have it removed and it was explained to her by I believe Keith that this is not a usual service during excavation, and there would be an extra charge. She agreed and after the excavator and the installer having to find a saw to cut it down, it was removed.5 When the dig was completed [redacted] went over to Randy and introduced herself to him. That was the first time they had net face to face and as for him escalating his voice around her children....no children were around and he only said hi. Keith proceeded to inform her of the charge for debris removal. Also it wasstated that he would not be able to remove it that day but would try to b either Friday or Saturday. ty to cone back6: Randy called me, Debi and asked me to call [redacted]. I called [redacted] ?nd told her that Randy would not be able to come back that day, please have the installer put the fence back together. I do not recall telling her that he would not have to remove it again, because clearly it would have to be if he were to get amachine in the backyard. Anyhow, I did tell her that I would call her on Friday and let her know when he would be back. I forgot to call her.7: Monday morning she called the office at 9:08 am, Melissa texted one and I called her. I told her that did not know when Randy would be able to get back, due to the fact that his schedule was very busy. understand her frustration in that he said he would do it, and I have told hion before that trying to be nice to the customers never works in his favor. I also want to say I misspoke and said that randy had met with her prior to excavation, but later found out be did not, but that he went there and told Melissa to call her. So after trying to satisfy her with the explanation of not knowing when we could get back, I never raised my voice, but she kept talking over me...she hung up. I did send her a text and informed her that since we cannot settle this we would refund her money and she could have someone else do it. Melissa refunded her money on May 15 and wesent her a copy of the refund in the mailA. hone, Randy, Me, 8. It seems that everyone [redacted] has spoken with on the p Melissa (especially), [redacted] and [redacted], have all encountered her screaming at them. Each time everyone was trying Fo figure this out but she wasn’t havingit unless they were om their way to fix ?? 9 As for a settlement, she received it in the form of refund.10 I would like to say that we did not blauwe shift. The only ??? ?ys done was done by [redacted] for not taking responsibility 0" SEr" person that was trying to explain things and not listening her.