STLBuildPro

We offered a 2-hour roof maintenance deal on [redacted] for $Mr [redacted] purchased the deal through [redacted] on 8/19/I emailed Mr [redacted] twice to let him know that our project manager (either [redacted] or [redacted] ) would contact him to schedule the workI acknowledge that an internal communication error occurred and Mr [redacted] was not contacted to schedule the appointment until after 9/13/I spoke with Mr [redacted] on the telephone on 9/13/and apologized for the miscommunication [redacted] met with Mr [redacted] at the house on 9/15/and told him that his repairs were beyond the scope of the [redacted] dealIt was apparent that squirrels had been damaging the property for yearsWe have photograph documentation from this appointment [redacted] advised Mr [redacted] to request his money back from [redacted] or we could apply the payment toward additional workMr [redacted] walked [redacted] around the house and pointed out all the work that he wanted done [redacted] prepared an estimate and submitted it via email on 9/23/Mr [redacted] had questions on the estimate and [redacted] sent a revised estimate on 10/24/Mr [redacted] sent us a signed estimate with a $down payment for the $soffit and fascia repair workWe credited him $for his [redacted] purchase***’s understanding was that Mr [redacted] would have the squirrel problem addressed before we started working on his houseOn 11/28/ [redacted] emailed Mr [redacted] with a tentative start date of 12/8/He emailed Mr [redacted] again on 12/5/to let him know that we were going to start on 12/6/at 9:amThree of our employees worked at the house on 12/6/Per our estimate, they removed and replaced approximately linear feet of squirrel-damaged soffit with new f-channel up one rake overhang and across the back eve along the whole garage areaWork was completed by the end of the day and [redacted] met with Mr [redacted] to look over the workMr [redacted] personally approved of the work and gave [redacted] a check for balance of the work which was $Mr [redacted] called our office on 12/8/and left his name but no other messageI acknowledge that it may have taken several days for me to get the message to [redacted] to call Mr***We were alerted by our bank on 12/12/that Mr [redacted] had put a stop payment on his checkWhen [redacted] returned his call he found out that the squirrels had chewed through the metal soffit into the houseWe returned to the house on 12/19/to fix the holeAfter that, the squirrel chewed through it againWe returned on 12/29/to repair the hole again with an extended piece of metal soffit [redacted] asked Mr [redacted] if he wanted us to reinforce the corner post of the siding with a metal sleeve even though it would be white and not match the color of the sidingHe asked us to sleeve it [redacted] again walked around the job site with Mr [redacted] and was personally assured that the work was acceptableDuring one of our two repeat visits, Mr [redacted] told [redacted] that he had shot several squirrels with a pellet gun [redacted] attempted to contact Mr [redacted] after the job was complete to find out if the squirrels had done any more damageAfter no response, I emailed the final invoice on 1/17/We had no response from Mr [redacted] until the Revdex.com alerted us that he had filed a complaint against us on 1/30/We were very surprised by the complaintMr [redacted] repeatedly assured our project manager that the work was completed to his satisfactionAlthough Mr [redacted] states that we do not stand behind our work, we did return to the job twice to address his concernsMr [redacted] mentioned in his complaint that we are not very responsiveWhile we try our best to communicate in a timely manner, we admit that it sometimes takes us several days to return a phone callWe have a small operation and do not have a full time office managerOur project managers are scheduling bid walks and creating estimates while also working on our current projectsWe use email when we have to send messages in the early morning hours or very late at nightWe advertise our cell phone numbers on our email signatures and on our websiteMr [redacted] had ***’s cell phone number but never contacted him on that numberAll the dates referred to in this response are based on my phone call / voice message log that I maintain as well as the email history of my account, ***’s account and ***’s accountThis documentation can be submitted if neededWhile I acknowledge that our communication was not perfect with Mr***, I feel that he did not communicate with us perfectly eitherWe pride ourselves on our excellent workmanship and customer serviceWe would be happy to meet with Mr [redacted] to discuss options to resolve the issues at his homeI am hoping that we can come to a settlement with Mr [redacted] where he will be happy with the results of the project and will gladly pay us in full for the estimated price

We offered a 2-hour roof maintenance deal on *** *** for $Mr*** purchased the deal through *** *** on 8/19/I emailed Mr*** twice to let him know that our project manager (either *** *** or *** ***) would contact him to schedule the workI acknowledge that an
internal communication error occurred and Mr*** was not contacted to schedule the appointment until after 9/13/I spoke with Mr*** on the telephone on 9/13/and apologized for the miscommunication*** met with Mr*** at the house on 9/15/and told him that his repairs were beyond the scope of the *** *** dealIt was apparent that squirrels had been damaging the property for yearsWe have photograph documentation from this appointment*** advised Mr*** to request his money back from *** *** or we could apply the payment toward additional workMr*** walked *** around the house and pointed out all the work that he wanted done*** prepared an estimate and submitted it via email on 9/23/Mr*** had questions on the estimate and *** sent a revised estimate on 10/24/Mr*** sent us a signed estimate with a $down payment for the $soffit and fascia repair workWe credited him $for his *** *** purchase ***’s understanding was that Mr*** would have the squirrel problem addressed before we started working on his houseOn 11/28/*** emailed Mr*** with a tentative start date of 12/8/He emailed Mr*** again on 12/5/to let him know that we were going to start on 12/6/at 9:am Three of our employees worked at the house on 12/6/Per our estimate, they removed and replaced approximately linear feet of squirrel-damaged soffit with new f-channel up one rake overhang and across the back eve along the whole garage areaWork was completed by the end of the day and *** met with Mr*** to look over the workMr*** personally approved of the work and gave *** a check for balance of the work which was $ Mr*** called our office on 12/8/and left his name but no other messageI acknowledge that it may have taken several days for me to get the message to *** to call Mr***We were alerted by our bank on 12/12/that Mr*** had put a stop payment on his checkWhen *** returned his call he found out that the squirrels had chewed through the metal soffit into the houseWe returned to the house on 12/19/to fix the holeAfter that, the squirrel chewed through it againWe returned on 12/29/to repair the hole again with an extended piece of metal soffit*** asked Mr*** if he wanted us to reinforce the corner post of the siding with a metal sleeve even though it would be white and not match the color of the sidingHe asked us to sleeve it*** again walked around the job site with Mr*** and was personally assured that the work was acceptableDuring one of our two repeat visits, Mr*** told *** that he had shot several squirrels with a pellet gun*** attempted to contact Mr*** after the job was complete to find out if the squirrels had done any more damageAfter no response, I emailed the final invoice on 1/17/We had no response from Mr*** until the Revdex.com alerted us that he had filed a complaint against us on 1/30/ We were very surprised by the complaintMr*** repeatedly assured our project manager that the work was completed to his satisfactionAlthough Mr*** states that we do not stand behind our work, we did return to the job twice to address his concerns Mr*** mentioned in his complaint that we are not very responsiveWhile we try our best to communicate in a timely manner, we admit that it sometimes takes us several days to return a phone callWe have a small operation and do not have a full time office managerOur project managers are scheduling bid walks and creating estimates while also working on our current projectsWe use email when we have to send messages in the early morning hours or very late at nightWe advertise our cell phone numbers on our email signatures and on our websiteMr*** had ***’s cell phone number but never contacted him on that number All the dates referred to in this response are based on my phone call / voice message log that I maintain as well as the email history of my account, ***’s account and ***’s accountThis documentation can be submitted if neededWhile I acknowledge that our communication was not perfect with Mr***, I feel that he did not communicate with us perfectly eitherWe pride ourselves on our excellent workmanship and customer serviceWe would be happy to meet with Mr*** to discuss options to resolve the issues at his homeI am hoping that we can come to a settlement with Mr*** where he will be happy with the results of the project and will gladly pay us in full for the estimated price

We offered a 2-hour roof maintenance deal on [redacted] for $135. Mr. [redacted] purchased the deal through [redacted] on 8/19/16. I emailed Mr. [redacted] twice to let him know that our project manager (either [redacted] or [redacted]) would contact him to schedule the work. I acknowledge that an...

internal communication error occurred and Mr. [redacted] was not contacted to schedule the appointment until after 9/13/16. I spoke with Mr. [redacted] on the telephone on 9/13/16 and apologized for the miscommunication. [redacted] met with Mr. [redacted] at the house on 9/15/16 and told him that his repairs were beyond the scope of the [redacted] deal. It was apparent that squirrels had been damaging the property for years. We have photograph documentation from this appointment. [redacted] advised Mr. [redacted] to request his money back from [redacted] or we could apply the payment toward additional work. Mr. [redacted] walked [redacted] around the house and pointed out all the work that he wanted done. [redacted] prepared an estimate and submitted it via email on 9/23/16. Mr. [redacted] had questions on the estimate and [redacted] sent a revised estimate on 10/24/16. Mr. [redacted] sent us a signed estimate with a $300 down payment for the $1300 soffit and fascia repair work. We credited him $150 for his [redacted] purchase. [redacted]’s understanding was that Mr. [redacted] would have the squirrel problem addressed before we started working on his house. On 11/28/16 [redacted] emailed Mr. [redacted] with a tentative start date of 12/8/16. He emailed Mr. [redacted] again on 12/5/16 to let him know that we were going to start on 12/6/16 at 9:00 am. Three of our employees worked at the house on 12/6/16. Per our estimate, they removed and replaced approximately 41 linear feet of squirrel-damaged soffit with new f-channel up one rake overhang and across the back eve along the whole garage area. Work was completed by the end of the day and [redacted] met with Mr. [redacted] to look over the work. Mr. [redacted] personally approved of the work and gave [redacted] a check for balance of the work which was $850. Mr. [redacted] called our office on 12/8/16 and left his name but no other message. I acknowledge that it may have taken several days for me to get the message to [redacted] to call Mr. [redacted]. We were alerted by our bank on 12/12/16 that Mr. [redacted] had put a stop payment on his check. When [redacted] returned his call he found out that the squirrels had chewed through the metal soffit into the house. We returned to the house on 12/19/16 to fix the hole. After that, the squirrel chewed through it again. We returned on 12/29/16 to repair the hole again with an extended piece of metal soffit. [redacted] asked Mr. [redacted] if he wanted us to reinforce the corner post of the siding with a metal sleeve even though it would be white and not match the color of the siding. He asked us to sleeve it. [redacted] again walked around the job site with Mr. [redacted] and was personally assured that the work was acceptable. During one of our two repeat visits, Mr. [redacted] told [redacted] that he had shot several squirrels with a pellet gun. [redacted] attempted to contact Mr. [redacted] after the job was complete to find out if the squirrels had done any more damage. After no response, I emailed the final invoice on 1/17/17. We had no response from Mr. [redacted] until the Revdex.com alerted us that he had filed a complaint against us on 1/30/17. We were very surprised by the complaint. Mr. [redacted] repeatedly assured our project manager that the work was completed to his satisfaction. Although Mr. [redacted] states that we do not stand behind our work, we did return to the job twice to address his concerns. Mr. [redacted] mentioned in his complaint that we are not very responsive. While we try our best to communicate in a timely manner, we admit that it sometimes takes us several days to return a phone call. We have a small operation and do not have a full time office manager. Our project managers are scheduling bid walks and creating estimates while also working on our current projects. We use email when we have to send messages in the early morning hours or very late at night. We advertise our cell phone numbers on our email signatures and on our website. Mr. [redacted] had [redacted]’s cell phone number but never contacted him on that number. All the dates referred to in this response are based on my phone call / voice message log that I maintain as well as the email history of my account, [redacted]’s account and [redacted]’s account. This documentation can be submitted if needed. While I acknowledge that our communication was not perfect with Mr. [redacted], I feel that he did not communicate with us perfectly either. We pride ourselves on our excellent workmanship and customer service. We would be happy to meet with Mr. [redacted] to discuss options to resolve the issues at his home. I am hoping that we can come to a settlement with Mr. [redacted] where he will be happy with the results of the project and will gladly pay us in full for the estimated price.