We sincerely apologize for the delay. We have actively contacted the homeowner and are actively resolving this issue. Material to fix the issue has been picked up and dropped off at the home and the service is scheduled to be completed on Thursday, December 8.
When we cover the A/C unit we cover the unit loosely with a minimum 24” free-flow space to allow the unit to breathe and have a proper out-take. We have been doing that for over 20 years! We never turn off any HVAC unit, nor does any other professional exterior remodeler dealing with windows, siding, or roofing. We did not completely seal off the HVAC unit when covering it – if that were the case, the unit would be destroyed. We are well aware of that which is why we do not do that. We cover the unit loosely to protect the unit from any debris that may be present so that no debris can enter the unit. The way we cover the unit still allows for proper out-take – this is not a new thing to us or the industry. The issue of the skylight is raised because that is part of this case. Our crews were not negligent – they were simply doing their jobs and doing their jobs correctly. That job is to install shingles and skylights to manufacturer’s specifications. Corey told you the job was going fine because to his knowledge it was going smoothly. Like we previously stated, on occasion skylights do need to be removed to be properly flashed so that is nothing out of the ordinary, thus Corey did not inform you. Who told you that the skylight would not have to be removed? Our sales team and production managers are thoroughly trained specifically to inform homeowners of all the possibilities, including the possibility of having to remove the skylight to properly flash it, so we are confident that your consultant, Sam H[redacted], did not tell you that it would not have to be removed. The homeowner also stated that our crew was vigilant in keeping her property clean, but were not caring about her neighbor’s property. The homeowner’s home is a middle unit townhouse – when we do roof replacements for townhomes, we give our best effort to keep all properties free and clear of debris but, as you can imagine, it is indeed a construction site and debris being present is inevitable. [redacted] also complained of material being placed on her neighbor’s roof and expressed her concern that shingles may be damaged on her neighbor’s roof. It is common practice to deliver materials on top of roofs when doing a roof replacement. Material is neatly stacked on the roof (as you can see by the proof of delivery photos provided by our supplier) and we will again state, that since Sunshine Contracting has been in business we have never had any issues with damaging shingles during a material delivery. As you can imagine when working with townhomes, it is very common to have to come in contact with neighbor’s roofing. It is a common occurrence on a daily basis when doing townhome roof installations. With regards to our response times – we have responded to each complaint and the Revdex.com has accepted each response. Your attempt to discredit our statements because of the date we responded is ridiculous. Ryan, the owner and the person you emailed and dealing with the issue, was out on medical leave. You did not contact the office at all, rather you only emailed Ryan – no mention to Corey or anyone else in the office that is open Monday through Friday, 8am-5pm. We did not hear from you for over three weeks, then you email and expect a response in 48 hours and if you did not receive a response you threatened to contact the Revdex.com. Back to the skylight issue. Sunshine Contracting replacing the skylight and fixing the drywall is in no way an admission of guilt – it was done simply as a courtesy to the homeowner. I never accepted responsibility for scratching the skylight, nor did I say that we have scratched several skylights during my time in business. Interior drywall damage is possible which is why we have the provision on our contract stating we are not responsible for any interior work. You state that I said scratching skylights has happened several times over the last 18 years, but perhaps you are confusing the interior damage (which is totally normal and has happened several times over the last 18 years) with the skylight scratches. I have been in business a very long time and is not purely driven by profit. I truly cares about my customers and their happiness, which is why I decided to go ahead and replace the skylight for you, even though we were not responsible. An action like that goes a very long way. Replacing that skylight indeed cost Sunshine Contracting money, but that is not what concerned me at that point – it was your happiness as a customer. Prior to us telling you that we covered the unit, you were claiming that nails got in the unit and broke the system, which is why I sent [redacted] out. It was only after I told you that we covered the unit that you changed your story to claim that heat load stress broke the unit. I will revert back to the diagnostic report which states that we are not responsible and that the unit was not properly maintained and failed during normal timeframe if the unit wasn’t maintained, like yours was not. The fault lies with your HVAC company who clearly did not properly maintain your unit. I will again state that we have never had any issues since 1993 on any roof jobs regarding issues with HVAC units, and we have over 12,500 jobs. In fact, several of those jobs were for her neighbors in which we never had any HVAC issues with. These jobs include: [redacted], and [redacted]. Just because the invoice that the technician handed you did not state anything about nails does not mean you can make the assumption that the nails were from us. The fact that you are also calling into question the objectivity of [redacted] because the technician didn’t write “nails” on the invoice, yet wrote it on the report, is outrageous. An invoice is not meant to be an all-encompassing document. There is not enough room on an invoice for that, which is why a report was written after the technician returned to his office, by the owner of the company. There has been no fact twisting and no threatening involved. I have simply stated the facts and will not take responsibility for the damage to your HVAC unit because I feel 100% confident that it was not caused by my company or my crews, which is supported by all of our previous responses and timelines. Every siding, roofing, and window job gets the HVAC unit covered, regardless of the season, because it is properly, loosely covered. You are the only client who has ever accused us of breaking their HVAC unit through covering the unit. This is a part of our daily routine! You act as though we have done something improper. We have installed over 450 jobs and have done over $7,000,000 in revenue of work in 2016 alone. All work has now been completed at your home and your final balance has been paid.
On June 4, 2013 [redacted] signed two contracts with us –
the first for a deck, the second for a fence.
The homeowner attained HOA approval on June 21, 2013. Construction of the deck and fence began
August 6, 2013 and continued until August 13, 2013. At...
completion, the first walk through was
conducted with the homeowner. At this
time, a credit was issued and agreed to with the Sunshine Contracting
representatives (Scott S[redacted] and Mike R[redacted]) and with [redacted] for the
decking being smaller than contracted for.
A punch list was also created at this time of issues [redacted] wanted
corrected. Many of these issues were
outside of our control and were due to the natural tendency of the wood. Some fence panels had cracks in them, which
were within the normal variance for wood and is called “checking” which occurs
as the treatment that makes wood “pressure treated” dries out, but we agreed to
replace them nonetheless as a service to our customer (we realize our customers
invest a large amount of money into these projects and we want them to be happy
and we have a long history of happy, satisfied customers). In mid-September, interactions begin to
rectify the issues of the deck. At this
point, [redacted] asks to also have us replace the gate on his deck with a
maintenance free material – Scott informs him that the gate is already created
out of PVC, a maintenance free material.
[redacted] was actually upgraded to this gate for free as the contract did
not state to specifically install a PVC gate – our standard gates are pressure
treated. On September 20, Scott
S[redacted], Operations Manager, emails [redacted] to inform him that we have
completed the replacement of boards he wanted as well as the rest of the punch
list items. [redacted] does not respond
until October 8, stating the he requests second walk through. This walk through occurs and on October 22 we
return again, for the second time, to complete more punch list items from [redacted]. On October 24 [redacted] requests a
third walk through for the fence. A date
for a walk through is set for November 9th, 2013. On November 18th, [redacted] even
requests for an estimate to wrap his posts with a maintenance free
material. On the same day, Scott replies
and states that he is in the process of scheduling a fourth walk through. We do not hear from [redacted] again until
April 28, 2014 when he threatens to ruin our reputation and demands everything
be taken care of by the end of May. On
May 29, 2014 our installers were scheduled to finish [redacted]’s final punch
list, but it rains and they are not able to get out there until the 31st. On June 2, 2014 Scott informs [redacted]
stating that we have completed the work.
From June 2, 2014 until October 27, 2014, when this complaint was filed,
we did not hear anything or have any form of communication with [redacted]. It was our impression that all punch list
items were completed by the end of May 2014 and now, 5 months later, he says
they are not. This surprises us – we are
very good about servicing our customers, we have no problem going out and
taking care of issues. We understand
homeowners have paid for a product and service and that they deserve to be
serviced. Why didn’t [redacted] contact us
in the past 5 months? Receiving a Revdex.com
complaint was shocking. As you can see,
we have a stellar reputation and record through the Revdex.com,
which is very important to us, just like having customers is important to
us. We have been in business over 21
years, we strive to provide excellent service and communication with all of our
customers. We have completed 4 walk through’s and our
crews have returned to the site multiple times, each time as requested, to
complete punch list items that are not even covered under our warranty. The natural tendency of wood to crack as the
treatment that makes wood “pressure treated” dries out, is out of our
control. All the cracks were within
normal variances. We replaced the
suggested pieces of lattice and fencing boards [redacted] requested to be
replaced, we adjusted and fixed the fence gates, we replaced nails that he did
not like, we replaced a decking board he was unhappy with, and we credited him
for the deck being smaller than the contract stated. With regards to his complaints about the
fence not being built on the property line, it is stated nowhere in the
contract for that to occur. Our
contracts also state approximate footages, not exact footages. Not many contractors would have gone to the
extent that we have gone to attempt to make [redacted] happy and satisfied. We have gone above and beyond our contractual
obligation.
In an effort to resolve this, we are in the process of
scheduling a fifth and final walk through, even though per our signed contracts with him he no longer within the 1 year labor and workmanship warranty period, with the homeowner again to get a
final list of items to be corrected and we have absolutely no issue servicing
and correcting any legitimate issues. Mind you, this warranty is on labor and workmanship, not the actual pressure treated wood. At this time, we will also measure the fence
to verify the exact footage of what was installed.
this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:No one showed up to do any work as of 8 Dec (Thursday).
Regards,
[redacted]
We sincerely apologize for the delay. We have actively contacted the homeowner and are actively resolving this issue. Material to fix the issue has been picked up and dropped off at the home and the service is scheduled to be completed on Thursday, December 8.
When we cover the A/C unit we cover the unit loosely with a minimum 24” free-flow space to allow the unit to breathe and have a proper out-take. We have been doing that for over 20 years! We never turn off any HVAC unit, nor does any other professional exterior remodeler dealing with windows, siding, or roofing. We did not completely seal off the HVAC unit when covering it – if that were the case, the unit would be destroyed. We are well aware of that which is why we do not do that. We cover the unit loosely to protect the unit from any debris that may be present so that no debris can enter the unit. The way we cover the unit still allows for proper out-take – this is not a new thing to us or the industry. The issue of the skylight is raised because that is part of this case. Our crews were not negligent – they were simply doing their jobs and doing their jobs correctly. That job is to install shingles and skylights to manufacturer’s specifications. Corey told you the job was going fine because to his knowledge it was going smoothly. Like we previously stated, on occasion skylights do need to be removed to be properly flashed so that is nothing out of the ordinary, thus Corey did not inform you. Who told you that the skylight would not have to be removed? Our sales team and production managers are thoroughly trained specifically to inform homeowners of all the possibilities, including the possibility of having to remove the skylight to properly flash it, so we are confident that your consultant, Sam H[redacted], did not tell you that it would not have to be removed. The homeowner also stated that our crew was vigilant in keeping her property clean, but were not caring about her neighbor’s property. The homeowner’s home is a middle unit townhouse – when we do roof replacements for townhomes, we give our best effort to keep all properties free and clear of debris but, as you can imagine, it is indeed a construction site and debris being present is inevitable. [redacted] also complained of material being placed on her neighbor’s roof and expressed her concern that shingles may be damaged on her neighbor’s roof. It is common practice to deliver materials on top of roofs when doing a roof replacement. Material is neatly stacked on the roof (as you can see by the proof of delivery photos provided by our supplier) and we will again state, that since Sunshine Contracting has been in business we have never had any issues with damaging shingles during a material delivery. As you can imagine when working with townhomes, it is very common to have to come in contact with neighbor’s roofing. It is a common occurrence on a daily basis when doing townhome roof installations. With regards to our response times – we have responded to each complaint and the Revdex.com has accepted each response. Your attempt to discredit our statements because of the date we responded is ridiculous. Ryan, the owner and the person you emailed and dealing with the issue, was out on medical leave. You did not contact the office at all, rather you only emailed Ryan – no mention to Corey or anyone else in the office that is open Monday through Friday, 8am-5pm. We did not hear from you for over three weeks, then you email and expect a response in 48 hours and if you did not receive a response you threatened to contact the Revdex.com. Back to the skylight issue. Sunshine Contracting replacing the skylight and fixing the drywall is in no way an admission of guilt – it was done simply as a courtesy to the homeowner. I never accepted responsibility for scratching the skylight, nor did I say that we have scratched several skylights during my time in business. Interior drywall damage is possible which is why we have the provision on our contract stating we are not responsible for any interior work. You state that I said scratching skylights has happened several times over the last 18 years, but perhaps you are confusing the interior damage (which is totally normal and has happened several times over the last 18 years) with the skylight scratches. I have been in business a very long time and is not purely driven by profit. I truly cares about my customers and their happiness, which is why I decided to go ahead and replace the skylight for you, even though we were not responsible. An action like that goes a very long way. Replacing that skylight indeed cost Sunshine Contracting money, but that is not what concerned me at that point – it was your happiness as a customer. Prior to us telling you that we covered the unit, you were claiming that nails got in the unit and broke the system, which is why I sent [redacted] out. It was only after I told you that we covered the unit that you changed your story to claim that heat load stress broke the unit. I will revert back to the diagnostic report which states that we are not responsible and that the unit was not properly maintained and failed during normal timeframe if the unit wasn’t maintained, like yours was not. The fault lies with your HVAC company who clearly did not properly maintain your unit. I will again state that we have never had any issues since 1993 on any roof jobs regarding issues with HVAC units, and we have over 12,500 jobs. In fact, several of those jobs were for her neighbors in which we never had any HVAC issues with. These jobs include: [redacted], and [redacted]. Just because the invoice that the technician handed you did not state anything about nails does not mean you can make the assumption that the nails were from us. The fact that you are also calling into question the objectivity of [redacted] because the technician didn’t write “nails” on the invoice, yet wrote it on the report, is outrageous. An invoice is not meant to be an all-encompassing document. There is not enough room on an invoice for that, which is why a report was written after the technician returned to his office, by the owner of the company. There has been no fact twisting and no threatening involved. I have simply stated the facts and will not take responsibility for the damage to your HVAC unit because I feel 100% confident that it was not caused by my company or my crews, which is supported by all of our previous responses and timelines. Every siding, roofing, and window job gets the HVAC unit covered, regardless of the season, because it is properly, loosely covered. You are the only client who has ever accused us of breaking their HVAC unit through covering the unit. This is a part of our daily routine! You act as though we have done something improper. We have installed over 450 jobs and have done over $7,000,000 in revenue of work in 2016 alone. All work has now been completed at your home and your final balance has been paid.
On June 4, 2013 [redacted] signed two contracts with us –
the first for a deck, the second for a fence.
The homeowner attained HOA approval on June 21, 2013. Construction of the deck and fence began
August 6, 2013 and continued until August 13, 2013. At...
completion, the first walk through was
conducted with the homeowner. At this
time, a credit was issued and agreed to with the Sunshine Contracting
representatives (Scott S[redacted] and Mike R[redacted]) and with [redacted] for the
decking being smaller than contracted for.
A punch list was also created at this time of issues [redacted] wanted
corrected. Many of these issues were
outside of our control and were due to the natural tendency of the wood. Some fence panels had cracks in them, which
were within the normal variance for wood and is called “checking” which occurs
as the treatment that makes wood “pressure treated” dries out, but we agreed to
replace them nonetheless as a service to our customer (we realize our customers
invest a large amount of money into these projects and we want them to be happy
and we have a long history of happy, satisfied customers). In mid-September, interactions begin to
rectify the issues of the deck. At this
point, [redacted] asks to also have us replace the gate on his deck with a
maintenance free material – Scott informs him that the gate is already created
out of PVC, a maintenance free material.
[redacted] was actually upgraded to this gate for free as the contract did
not state to specifically install a PVC gate – our standard gates are pressure
treated. On September 20, Scott
S[redacted], Operations Manager, emails [redacted] to inform him that we have
completed the replacement of boards he wanted as well as the rest of the punch
list items. [redacted] does not respond
until October 8, stating the he requests second walk through. This walk through occurs and on October 22 we
return again, for the second time, to complete more punch list items from [redacted]. On October 24 [redacted] requests a
third walk through for the fence. A date
for a walk through is set for November 9th, 2013. On November 18th, [redacted] even
requests for an estimate to wrap his posts with a maintenance free
material. On the same day, Scott replies
and states that he is in the process of scheduling a fourth walk through. We do not hear from [redacted] again until
April 28, 2014 when he threatens to ruin our reputation and demands everything
be taken care of by the end of May. On
May 29, 2014 our installers were scheduled to finish [redacted]’s final punch
list, but it rains and they are not able to get out there until the 31st. On June 2, 2014 Scott informs [redacted]
stating that we have completed the work.
From June 2, 2014 until October 27, 2014, when this complaint was filed,
we did not hear anything or have any form of communication with [redacted]. It was our impression that all punch list
items were completed by the end of May 2014 and now, 5 months later, he says
they are not. This surprises us – we are
very good about servicing our customers, we have no problem going out and
taking care of issues. We understand
homeowners have paid for a product and service and that they deserve to be
serviced. Why didn’t [redacted] contact us
in the past 5 months? Receiving a Revdex.com
complaint was shocking. As you can see,
we have a stellar reputation and record through the Revdex.com,
which is very important to us, just like having customers is important to
us. We have been in business over 21
years, we strive to provide excellent service and communication with all of our
customers. We have completed 4 walk through’s and our
crews have returned to the site multiple times, each time as requested, to
complete punch list items that are not even covered under our warranty. The natural tendency of wood to crack as the
treatment that makes wood “pressure treated” dries out, is out of our
control. All the cracks were within
normal variances. We replaced the
suggested pieces of lattice and fencing boards [redacted] requested to be
replaced, we adjusted and fixed the fence gates, we replaced nails that he did
not like, we replaced a decking board he was unhappy with, and we credited him
for the deck being smaller than the contract stated. With regards to his complaints about the
fence not being built on the property line, it is stated nowhere in the
contract for that to occur. Our
contracts also state approximate footages, not exact footages. Not many contractors would have gone to the
extent that we have gone to attempt to make [redacted] happy and satisfied. We have gone above and beyond our contractual
obligation.
In an effort to resolve this, we are in the process of
scheduling a fifth and final walk through, even though per our signed contracts with him he no longer within the 1 year labor and workmanship warranty period, with the homeowner again to get a
final list of items to be corrected and we have absolutely no issue servicing
and correcting any legitimate issues. Mind you, this warranty is on labor and workmanship, not the actual pressure treated wood. At this time, we will also measure the fence
to verify the exact footage of what was installed.
[To assist us in bringing...
this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:No one showed up to do any work as of 8 Dec (Thursday).
Regards,
[redacted]