I am writing to clarify a set of issues which were recently brought against me regarding a client [redacted] CID: [redacted] In March of I met with [redacted] and we discussed her needs for her home projectsDuring this initial interview with each other she stated that her main concerns was the roof as well as the sidingI explained the process of both, what my company can do for her and what she can expectAt the end of our initial meeting she had asked me to write up two separate quotes, one for the roof and the other for the siding workI told her to give me a few days and I can email her the quotesShe insisted that we drop them off as she does not do email and that it would be easier for the hard copy to be handed to herI told her that this would not be an issue and we can certainly drop off the paperwork and the samples to her homeWe talked about a start date and now we just go through the horrible wind storm that damaged many homesI told her that we were in fact backed up and booked out at this pointWeather permitting, we would be able to start her home around the 24th of April and she was ok with this time frameDuring the end of March, [redacted] and I were in contact trying to schedule a time to get together and sign the contractsThis was difficult to schedule because [redacted] was traveling back and forth from Rochester to Buffalo to help take care of her motherShe explained to be that she is usually in buffalo a lotA couple times we had appointments to get together and unfortunately, she was either at the doctors with her mother or in BuffaloWe ended up signing the contracts on April 8th, roughly around 10:00am that morningThe actual contract date was on April 4th as we were supposed to meet then as well [redacted] asked if she owed any money up front and as the contract stated we did not require a deposit but that when the roof was completed we would expect payment in fullShe did not have an issue with thisOn April 20th, I contacted [redacted] via phone and explained to her that we are still behind due to the constant rain and repairs from the wind stormShe had asked me when a realistic time frame would be to start so she can coordinate between Buffalo, doctors and her mother and I told her that we would be looking towards the middle of May at this point and I apologize for the inconvenienceAt this point she told me not an issue because I am processing for a loan and that the money would not be transferred to her account until end of May as it isI then suggested that we wait until she was in possession of monies as our contract states we will be paid in full on day of completionShe agreed with me and we scheduled for the week of Memorial DayFurthermore, as we got to the week of Memorial Day there was still rain in the forecast and [redacted] feared that there could be a possibility that her house may be damaged from tearing off the roof and not finishingI explained multiple times that we will be O.Kand that we always cover the roof back upShe had asked that we do not continue her home or at least start with the garage first as the rain will not damage anything in thereI tried explaining to [redacted] that we cannot just do the garage and come back at another time because my crew can have the entire job done in three days and did not make sense to bounce aroundAt this point she was getting irritated that would not do as she asked and that the client is always right, and this is her homeI then agreed with [redacted] and said that we can have the garage started but that we would have to return to do the main house when she felt it was ok with the rainShe agreed to this statementOn June 12th, I had my manager, AB call [redacted] and explain that we were just finishing the job we were and that we would be able to start the 19th of June [redacted] was frustrated with the delay and we apologized, and she said the 19th was O.K to start [redacted] also inquired about Windows at this point and asked what our pricing wasI personally called [redacted] back and told her that our pricing did not change from the first time we talked, and it was roughly to replace the windows upstairsShe told me that this was too expensive and that she will hold off I received multiple calls over the next days from [redacted] about the windows and start dates and when she needs to give me a checkEvery time I explained to her that the price of windows stays the same and she would need to sign a change order or contract for the windows and that we were still planning on starting the 19th in which I would have the dumpster delivered and material as wellI told her that the day we finish she needs to pay in fullShe said she wanted to make sure that we started because she was already paying back the loan she had taken out On 19th of June the dumpster was delivered, and the material truck was sitting outside [redacted] homeShe calls me around 7:30am that morning as we were packing up to head to her home to start and she demanded that we remove the dumpster and she never asked us to startShe said she had to move her mother and go to the doctorsI explained that I had already paid for material and dumpster and that we can startShe told us no I want them goneI have receipts and dates from dumpster company and the supply house for those dates and I was also charged fees from them for the returnsA week goes by and she calls me again asking why we are not thereI explained that you told us to remove everything until you are readyShe said that she thought we were starting the next day and that she does not understand why we are not thereShe also says that she wants us to install the windows and our pricing is fineI agreed and said I will order the windows, but I must get inside and remeasure the windowsWe schedule a start date for July 10th as we had the holiday the following week and finishing a jobAt this point I have incurred almost a grand in fees and wasted payroll due to the client reschedulingAs a result, my ledger suffered dramatically I spoke to [redacted] on July 12th and told her that we were done with the garage and the main house roof and that we needed to meet to proceed with the sidingWe scheduled a meeting in which she paid in full for the roofing as well as giving a deposit which was equal to $15,in that 9,was for the cost of the roof and the extras for the roofWe then ordered the material which was a week out to deliverOnce the material was delivered we scheduled a time for the 26th of July for the Siding to commence [redacted] accepted this time frame and said it was O.Kto proceedOn the 27th of July [redacted] stated that she wanted to change the color of the siding and wanted a darker greenI explained that changing the color at this point would be an additional fee for the restocking, delivery and material upcharge because she is choosing the premium colorsShe told me that it was unprofessional to do so and that I should do it because of the delays and that I need to make the customers happyI explained that this is not how it works and that we have not only been delayed because of weather but also for her schedulingShe at this point said she will call the Revdex.com if I did not and complainI told her that I would in fact change the color at no charge, but I wanted it in writing of the color changeShe said she would not have time to sign anything because she was in buffaloI decided against my better judgement to proceed with siding to just get it doneI told her that it was a 10-day process for the sidingWe completed the siding on August 12th, and I had called her for the remaining paymentsShe told me that she would not pay until the windows were inat this point there was no contract for the windows, but they were sitting at my shopI told her that I would not charge for the windows and just wanted this to all be overI was not going to waste anymore frustration, time or money on this jobShe agreed to have the windows installed for freeWe showed up and attempted various times to install the windows and she kept blowing us off and not letting us start the windows without warranty paperworkI gave her the manufacturer number and supply house numberMy guys showed up again in the morning to meet while I was in Hawaii for vacation and they called me saying she will not let them inThey then put her on the phone and she is telling me that she will not let them in without warranty paperwork and without me thereI told her that will not happen because I am not even in the stateShe argued with me and I did, must get strict with her and told her she can take the windows and have someone else install them as this is now a waste of my time and we have been more that considerate of her scheduling and requestsAt this point she told me that she was calling the Revdex.com and I would not be happy with the reviewI did tell her to go ahead The next month in September we installed all the windows and spent full days walking through the entire property with [redacted] and did work that had nothing to do with our contractsI finally had to tell her that I am not continuing anymore work on her property with exception of the shutters to be installed [redacted] paid me everything but $at this pointShe called me earlier this week to install the shutters in which we did and patched in yet again a few more open areasShe asked me what she owes me, and I told her nothingKeep the money and lets all move onShe was happy and thanked us for the hard work and we both apologized for the hassleObviously, I know that no one is perfect and there is always something to learn on every job and to [redacted] I am truly apologetic for the delays we did have but also for any frustration from us both directly or indirectlyI fully intend continue to learn and per my last conversation with [redacted] and the amount of work and service we gave her with no charge she told me she was grateful as wellShe even referred us to a few other individuals in which we have meetings set upI do feel that most of this could have been avoided by both parties throughout the processI am a responsible professional and will absolutely do the right thingThat said, part of being a professional is standing up against what I view as unjust and want to make sure that this can all be resolved accordingly without and negative repercussions on [redacted] or my companyThe right thing at this point is to provide an accurate representation of events as they actually occurred
I am writing to clarify a set of issues which were recently brought against me regarding a client [redacted] CID: [redacted] In March of I met with [redacted] and we discussed her needs for her home projectsDuring this initial interview with each other she stated that her main concerns was the roof as well as the sidingI explained the process of both, what my company can do for her and what she can expectAt the end of our initial meeting she had asked me to write up two separate quotes, one for the roof and the other for the siding workI told her to give me a few days and I can email her the quotesShe insisted that we drop them off as she does not do email and that it would be easier for the hard copy to be handed to herI told her that this would not be an issue and we can certainly drop off the paperwork and the samples to her homeWe talked about a start date and now we just go through the horrible wind storm that damaged many homesI told her that we were in fact backed up and booked out at this pointWeather permitting, we would be able to start her home around the 24th of April and she was ok with this time frameDuring the end of March, [redacted] and I were in contact trying to schedule a time to get together and sign the contractsThis was difficult to schedule because [redacted] was traveling back and forth from Rochester to Buffalo to help take care of her motherShe explained to be that she is usually in buffalo a lotA couple times we had appointments to get together and unfortunately, she was either at the doctors with her mother or in BuffaloWe ended up signing the contracts on April 8th, roughly around 10:00am that morningThe actual contract date was on April 4th as we were supposed to meet then as well [redacted] asked if she owed any money up front and as the contract stated we did not require a deposit but that when the roof was completed we would expect payment in fullShe did not have an issue with thisOn April 20th, I contacted [redacted] via phone and explained to her that we are still behind due to the constant rain and repairs from the wind stormShe had asked me when a realistic time frame would be to start so she can coordinate between Buffalo, doctors and her mother and I told her that we would be looking towards the middle of May at this point and I apologize for the inconvenienceAt this point she told me not an issue because I am processing for a loan and that the money would not be transferred to her account until end of May as it isI then suggested that we wait until she was in possession of monies as our contract states we will be paid in full on day of completionShe agreed with me and we scheduled for the week of Memorial DayFurthermore, as we got to the week of Memorial Day there was still rain in the forecast and [redacted] feared that there could be a possibility that her house may be damaged from tearing off the roof and not finishingI explained multiple times that we will be O.Kand that we always cover the roof back upShe had asked that we do not continue her home or at least start with the garage first as the rain will not damage anything in thereI tried explaining to [redacted] that we cannot just do the garage and come back at another time because my crew can have the entire job done in three days and did not make sense to bounce aroundAt this point she was getting irritated that would not do as she asked and that the client is always right, and this is her homeI then agreed with [redacted] and said that we can have the garage started but that we would have to return to do the main house when she felt it was ok with the rainShe agreed to this statementOn June 12th, I had my manager, AB call [redacted] and explain that we were just finishing the job we were and that we would be able to start the 19th of June [redacted] was frustrated with the delay and we apologized, and she said the 19th was O.K to start [redacted] also inquired about Windows at this point and asked what our pricing wasI personally called [redacted] back and told her that our pricing did not change from the first time we talked, and it was roughly to replace the windows upstairsShe told me that this was too expensive and that she will hold off I received multiple calls over the next days from [redacted] about the windows and start dates and when she needs to give me a checkEvery time I explained to her that the price of windows stays the same and she would need to sign a change order or contract for the windows and that we were still planning on starting the 19th in which I would have the dumpster delivered and material as wellI told her that the day we finish she needs to pay in fullShe said she wanted to make sure that we started because she was already paying back the loan she had taken out On 19th of June the dumpster was delivered, and the material truck was sitting outside [redacted] homeShe calls me around 7:30am that morning as we were packing up to head to her home to start and she demanded that we remove the dumpster and she never asked us to startShe said she had to move her mother and go to the doctorsI explained that I had already paid for material and dumpster and that we can startShe told us no I want them goneI have receipts and dates from dumpster company and the supply house for those dates and I was also charged fees from them for the returnsA week goes by and she calls me again asking why we are not thereI explained that you told us to remove everything until you are readyShe said that she thought we were starting the next day and that she does not understand why we are not thereShe also says that she wants us to install the windows and our pricing is fineI agreed and said I will order the windows, but I must get inside and remeasure the windowsWe schedule a start date for July 10th as we had the holiday the following week and finishing a jobAt this point I have incurred almost a grand in fees and wasted payroll due to the client reschedulingAs a result, my ledger suffered dramatically I spoke to [redacted] on July 12th and told her that we were done with the garage and the main house roof and that we needed to meet to proceed with the sidingWe scheduled a meeting in which she paid in full for the roofing as well as giving a deposit which was equal to $15,in that 9,was for the cost of the roof and the extras for the roofWe then ordered the material which was a week out to deliverOnce the material was delivered we scheduled a time for the 26th of July for the Siding to commence [redacted] accepted this time frame and said it was O.Kto proceedOn the 27th of July [redacted] stated that she wanted to change the color of the siding and wanted a darker greenI explained that changing the color at this point would be an additional fee for the restocking, delivery and material upcharge because she is choosing the premium colorsShe told me that it was unprofessional to do so and that I should do it because of the delays and that I need to make the customers happyI explained that this is not how it works and that we have not only been delayed because of weather but also for her schedulingShe at this point said she will call the Revdex.com if I did not and complainI told her that I would in fact change the color at no charge, but I wanted it in writing of the color changeShe said she would not have time to sign anything because she was in buffaloI decided against my better judgement to proceed with siding to just get it doneI told her that it was a 10-day process for the sidingWe completed the siding on August 12th, and I had called her for the remaining paymentsShe told me that she would not pay until the windows were inat this point there was no contract for the windows, but they were sitting at my shopI told her that I would not charge for the windows and just wanted this to all be overI was not going to waste anymore frustration, time or money on this jobShe agreed to have the windows installed for freeWe showed up and attempted various times to install the windows and she kept blowing us off and not letting us start the windows without warranty paperworkI gave her the manufacturer number and supply house numberMy guys showed up again in the morning to meet while I was in Hawaii for vacation and they called me saying she will not let them inThey then put her on the phone and she is telling me that she will not let them in without warranty paperwork and without me thereI told her that will not happen because I am not even in the stateShe argued with me and I did, must get strict with her and told her she can take the windows and have someone else install them as this is now a waste of my time and we have been more that considerate of her scheduling and requestsAt this point she told me that she was calling the Revdex.com and I would not be happy with the reviewI did tell her to go ahead The next month in September we installed all the windows and spent full days walking through the entire property with [redacted] and did work that had nothing to do with our contractsI finally had to tell her that I am not continuing anymore work on her property with exception of the shutters to be installed [redacted] paid me everything but $at this pointShe called me earlier this week to install the shutters in which we did and patched in yet again a few more open areasShe asked me what she owes me, and I told her nothingKeep the money and lets all move onShe was happy and thanked us for the hard work and we both apologized for the hassleObviously, I know that no one is perfect and there is always something to learn on every job and to [redacted] I am truly apologetic for the delays we did have but also for any frustration from us both directly or indirectlyI fully intend continue to learn and per my last conversation with [redacted] and the amount of work and service we gave her with no charge she told me she was grateful as wellShe even referred us to a few other individuals in which we have meetings set upI do feel that most of this could have been avoided by both parties throughout the processI am a responsible professional and will absolutely do the right thingThat said, part of being a professional is standing up against what I view as unjust and want to make sure that this can all be resolved accordingly without and negative repercussions on [redacted] or my companyThe right thing at this point is to provide an accurate representation of events as they actually occurred