Storm Guard of East Louisville

Thank you for allowing us to perform this project for you. We appreciate your confidence in us to get your home back in shape! Please reach out to us for any future needs you might have!

We are well aware of the scope of work that needs to be performed. We have the gutters being scheduled this week and the painter came out previously but overlooked the painting of the wall section. My production manager spoke to homeowner yesterday informing that we are scheduling the same painter to come out on Friday to finish this section of the scope. We started this job last week and every part of these trades are being performed in the order they should be. We are still under construction at this property and will evaluate any damages that a crew may have caused. We are very aware of the bush that has been damaged...my field manager has already been out and taken photos of said damage. We understand that a bush is damaged, a portion of paint still needs to be done and the gutters still need to be hung per the statement of loss which we have contracted with homeowner. We have communicated with homeowner on different aspects of the job and scheduling it out. We will do a final walk through at end of construction and agree on how we want to handle the damaged bush, but we must finish the job before getting to that point. We are good on our end and have not asked for any monies from homeowner. Once we complete the work, we will reimburse/replace for any damage and then final payment will be expected as per our contract so that a warranty can be issued for the property. We thank the homeowner for this opportunity to create good will in the neighborhood as we continue to work on multiple neighbors' properties.

I am not sure why the homeowner feels the need to communicate via Revdex.com? We have addressed all of her concerns in a timely manner. The individual contracted to do the paint portion of the scope suffered a slight heart attack a couple days before he was to come out and finish his portion of the job. This was communicated to homeowner as he needed a couple more days to build up strength. The painter and homeowner have been in touch multiple times with each other and a new date has been established for him to come out and finish a couple hours of work. Regarding the gutter issue, I was only made aware of this from the Revdex.com response of homeowner....we can't address something we aren't aware of. The gutter technician went out the next day to look over gutter concerns. A minor adjustment was made to the gutter and the window screen was re-screened although it looked to be a tear unrelated to the work performed on site. We have looked over the damaged bush that has now become three bushes. We are in the process of resolving that. To say we have been non-responsive is not true. The job has gone as planned, and as with construction, some minor concerns have been addressed. We do have documentation that tarps were used, although, we were told by homeowner that they were not which is inaccurate. We will wrap up the paint in a couple days and resolve how we want to handle the bushes. We will expect final payment to be made immediately upon completion.

We appreciate the homeowner allowing us the opportunity to help solve this leak issue. I had hoped a phone call would have been sufficient to respond to a warranty matter versus filing a complaint, but regardless, we have responded to the issue and have corrected an affected area of step flashing located behind siding. We are in the process to see if other potential work may need to be performed due to the water intrusion. As the homeowner stated, we had been out multiple times and had performed small repairs but everything looked sound at that time. Due to the trickiness of leaks and where they may originate (windows and chimney caps), we will ask homeowners to perform a water hose test to detect area of concern. This helps keeps from unwarranted trips out to the property especially if the leak is unrelated to the roof replacement as we have seen on countless other visits to customers. We didnt realize a leak test had not been performed up to this point and had no communication with homeowner since last year stating any different, therefore, would have never known a leak still existed. We came out within a day or two of correspondence and have addressed the leak. Again, there may be some other areas of concern that we are still investigating. We appreciate the business!

We have attempted to reach out to the homeowner in order to schedule a time to make the minor repairs he speaks of (email attached from a week ago plus multiple calls). We have not heard from the customer until this complaint. Customer has put down 50% and owes the balance at end of project. Build out has been complete for over a month and customer requests some minor issues to be looked into. We have no problem with this, but homeowner must communicate with us to get this scheduled and resolved. The homeowner has a deductible and has mentioned to us on multiple occasions that he isn't supposed to pay anything out of pocket. This is false and also against the law as it is insurance fraud. Once we made that clear, there is now an issue with his gutters that came out of nowhere with "supporting" photos taken from a couple hundred feet away showing ladders propped up along the gutter line for access, which is normal. He initially was asking us to replace all of his gutters for free but now he states in his complaint that he wants compensation for gutters (to offset his deductible?). Again, my letter is clear that we will go down to investigate and see if any damage to gutters has been done, as well as, address the minor issues and resolve all of this in one trip. As I write this, we have attempted to call the customer again and, as usual, it has gone to voicemail. We look forward to his response.

We have reached out to the homeowner to look at the minor warranty items. He is on leave for the time being, so, this is being pushed back for my crew to investigate. The photos that the homeowner supplied show ladders propped up along the eave, as they should be, but nothing signifying damage with the exception of some scraping which we pointed out and have already tried to compensate for. As the previous letter sent to the homeowner states, we are happy to address these small issues (drip edge, gutter screens, diverter) and compensate for the gutters in an amount of $250 which would cover any paint/supplies to mask the scrapes. We could do that ourselves, but it is apparent that money will have to be the answer in resolving this matter versus th approach of making the warranty repairs ourselves...this has been made apparent throughout the process. We hope to speak with the homeowner this week in order to receive the last half of his invoice (over $9,000) and get his warranty activated. It is not in good faith to hold such a large amount of money over an issue worth a few hundred dollars...we have offered a solution to this situation with the holdback of $1412.41 until repairs are complete, as stated in my previous letter, but it has been refused. We will continue to work with the homeowner in hopes of getting this resolved in a timely manner as to not have to pursue further legal action in this matter.

Spoke to Homeowner on 3-15-18. We had a good conversation and I explained to her about the weather being an issue. Unfortunately, when we grout tile, we must have 24-48 hours of dry weather, as well as, no below freezing temperatures. In the month of February, we had the wettest month on record for here in Louisville. The weather broke for a few days in early March which coincided with the Louisville Home and Garden show which we were a vendor and were operating our booth each day all day long. I have given Homeowner my word that it will get done and that she is a priority on our list...we must have cooperation with Mother Nature. I am frustrated, as well, but it will get done as there is very little work left to complete. I am watching the weather closely and will schedule the work in due time. I just don't want to finish the project only to have to go back out and redo when the grout doesn't adhere to the surface properly when installing during adverse conditions.

As has been the trend, rain is still forecasted almost every day. My production manager did make it out to the homeowners residence Sunday afternoon, March 25th, on his day off as that was the only day that would cooperate. Due to the scope of the job being larger than what was initially planned out, my production manager laid the rest of tile that he could while using up the last bit of mortar. Homeowner wants additional tile cut to finish off a 4" area or so. That will get cut this week and we will schedule appropriately. Forecast is calling for decent weather Friday and Saturday. Homeowner seemed satisfied on our last visit and understood weather was a problem that we are continuing to work around. This will get done on Mother Nature's time! I am ready for some sunny days, too!

We have reached out to the homeowner concerning her issue. We are waiting to receive photos and I will send out a tech to look at her floor in the meantime. We will remedy the situation as needed. We appreciate the follow up.

Thank you very much for your business! We appreciate your trust and hope you have a very prosperous New Year!

We appreciate your business! Have a blessed and prosperous New Year!

We are thankful for the business and your support of our local company. Thanks for helping us to continue to grow our brand and helping other homeowners in repairing issues in an ethical environment.

Thanks for your trust in the company. I'm glad we could get it all worked out with you and hope we can help you or your customers again in the near future.

Thank you for your business and trust in our ability to diagnose and repair your issue. We appreciate it and let us know if we can help any of your family or friends in the future!