Storm Team Construction, Inc.

Mr***,We tried to reach you immediately and on multiple occasions when you initially notified us of your concern As you did not respond to us directly, so that we could work out any confusion, please see our detailed explanation and response below.To begin, please reference your signed
contract with Storm Team Construction Please refer specifically to the middle of the contract where it says in red bold letters: “Supplemental claims for additional work, price increases, or contractors overhead and profit agreed to by the insurance company and STC at any time during this project will become a part of this contract and paid immediately upon payment from insurance company.” You initialed next to this section of the contract indicating your understanding Allow me to go into further detail what this means.During the initial adjustment there were items that were missed by the field adjuster When Storm Team Construction reviewed the insurance scope of work provided by *** *** we recognized that a supplement would need to be filed for the missed items We provided an estimate to *** *** Insurance and supplemented for additional squares, drip edge, chimney flashing, and turtle vents *** *** reviewed the supplemental request in great detail and will NEVER issue supplemental funds for items that are not NECESSARY on the claim The insurance company will also NEVER remit an overpayment to the homeowner allowing for customer profit on a claim After *** *** reviewed the supplement request that we submitted they responded with the following determination: the additional squares were denied, the turtle vent and chimney flashing was approved, and the drip edge was approved because it is a code item and was required to be installed for the area in which you live In addition, your insurance company also approved additional interior items along with General Contractors Overhead and Profit Contractors overhead and profit is granted for the general contractor who your have contracted to complete your repairs As the general contractor we hold the licensing and insurance necessary to be a general contractor in the *** of South Carolina The additional line items that were granted in the supplement for interior work were contracted back to you as we were not hired to complete any interior work on your home Please keep in mind that had we not supplemented for items that were initially missed by *** ***, you would not have been issued those additional funds for you to use when you decided to repair the interior of your home In response, when you chose to have your interior work completed you would have incurred additional out of pocket cost We did not issue a credit for the General Contractor Overhead and Profit because Storm Team Construction is the General Contractor that you contracted to complete your roofing repairs These funds are NOT allocated by the insurance company for the homeowner to profit on the claim, that would be insurance fraud The funds are directly allocated for the general contractor, in this case, Storm Team Construction Our detailed breakdown explaining your issued refund in the amount of $is as follows:Storm Team Construction Revised RCV for work completed including claim OP: $Subtotal -RebateUpgradesPlywood-- 1st payment-- 2nd payment-- 3rd payment TOTAL DUE BACK TO CUSTOMER: $922.27Please feel free to let us know if you need further clarification or have any additional questions

I know that you and Chad just discussed this todayThis was the first I have heard about itI am going to reach out to them, can we get an extension on this please?

Mr***, We tried to reach you immediately and on multiple occasions when you initially notified us of your concern As you did not respond to us directly, so that we could work out any confusion, please see our detailed explanation and response below.To
begin, please reference your signed contract with Storm Team Construction Please refer specifically to the middle of the contract where it says in red bold letters: “Supplemental claims for additional work, price increases, or contractors overhead and profit agreed to by the insurance company and STC at any time during this project will become a part of this contract and paid immediately upon payment from insurance company.” You initialed next to this section of the contract indicating your understanding Allow me to go into further detail what this means.During the initial adjustment there were items that were missed by the field adjuster When Storm Team Construction reviewed the insurance scope of work provided by State Farm we recognized that a supplement would need to be filed for the missed items We provided an estimate to *** *** *** and supplemented for additional squares, drip edge, chimney flashing, and turtle vents *** *** reviewed the supplemental request in great detail and will NEVER issue supplemental funds for items that are not NECESSARY on the claim The insurance company will also NEVER remit an overpayment to the homeowner allowing for customer profit on a claim After *** *** reviewed the supplement request that we submitted they responded with the following determination: the additional squares were denied, the turtle vent and chimney flashing was approved, and the drip edge was approved because it is a code item and was required to be installed for the area in which you live In addition, your insurance company also approved additional interior items along with General Contractors Overhead and Profit Contractors overhead and profit is granted for the general contractor who your have contracted to complete your repairs As the general contractor we hold the licensing and insurance necessary to be a general contractor in the state of South Carolina The additional line items that were granted in the supplement for interior work were contracted back to you as we were not hired to complete any interior work on your home Please keep in mind that had we not supplemented for items that were initially missed by *** ***, you would not have been issued those additional funds for you to use when you decided to repair the interior of your home In response, when you chose to have your interior work completed you would have incurred additional out of pocket cost We did not issue a credit for the General Contractor Overhead and Profit because Storm Team Construction is the General Contractor that you contracted to complete your roofing repairs These funds are NOT allocated by the insurance company for the homeowner to profit on the claim, that would be insurance fraud The funds are directly allocated for the general contractor, in this case, Storm Team Construction Our detailed breakdown explaining your issued refund in the amount of $is as follows:Storm Team Construction Revised RCV for work completed including claim OP: $Subtotal -RebateUpgradesPlywood-- 1st payment-- 2nd payment-- 3rd payment TOTAL DUE BACK TO CUSTOMER: $922.27Please feel free to let us know if you need further clarification or have any additional questions

I spoke with MrsH*** yesterdayShe did confirm that they still have a balance due with us and all indications say the mortgage company is still holding onto the check I apologize for Michael's lack of communication throughout the processI also made sure that she was 1000% happy with
the job we did on her roof and she wasWe gave her a two year extended warranty free of charge to make up for the lack of communication from the field rep Michael is a great young rep who is growing daily and we will continue to work with him to make him great

Our Vice President Matt W*** reached out to Mr*** March 3rd in attempt to resolve this customers issueThis customers
roof was installed almost four years agoOur installation warranty is generally three yearsMost leaks show up immediately if caused by installation issuesThere have been hundreds of rain days since our installation, with no leaksAs a courtesy, we went out and did some extensive preventative measures, which stopped the leak at no chargeMr*** has a VERY low slope roof, with a chimney on it, that is just asking for pooling waterIt is a poor design to say the least. We feel that asking us to also repair the interior damage is going above and beyond what we are required to doThat being said, in the interest of customer satisfaction, we are willing to take a very large loss this, and do the interior work for Mr***We will be in contact with him this week to schedule the repair

At STC, we take our customers satisfaction very seriously. I reached out to Mrs. [redacted] directly to prove our commitment to making them happy. We will be setting up a meeting next week with her and the area rep for [redacted]. If there is any workmanship issues we will take care of them.  We...

have had three field supervisors look at the area in question and agree that everything was installed correctly.  If there are any defects in material [redacted] will take care of them. We have extended the customer's warranty an additional 2 years in order to give them even more peace of mind that we will stand behind our work. We will update the situation after the meeting with [redacted].

I am rejecting this response because:While I accept that things do not always go right the reasons provided are not acceptable. We are not unreasonable people and would completely understand that work cannot be completed in extreme heat. The issue was calling to schedule work to begin and then simply not showing up. After the 3rd no show, I called and was simply told "we don't know where the crew is". When the crew finally arrived, work was started and then left overnight during which time there was a rain storm. Leakage from the roof damaged our master closet and living room. The water leaked onto our couch, carpeting and coffee table. While we appreciate the discount for a "nice dinner" we will probably have to replace the carpeting in our living room. Additionally, the debris trailer was left in our yard for 2 days. Again, had we been told, it would have been fine. Finally, we have been called several times to close out the paperwork and again, no one shows up. We understand that things go wrong but why make appointments if you don't intend on keeping them? Maybe you should take fewer jobs if you can't meet the demand and provide a basic level of customer service. We are having an independent inspector look at the work in order to ensure the warranty will hold. Until then, we will not be closing out this complaint.
Regards,
[redacted]

Response by Matt W[redacted], [redacted] of Storm Team ConstructionI just want to clarify some things on this complaint before I go forward. We did receive a portion of the insurance funds to start the job, but not the full amount. Due to the extreme heat over the past few weeks, we have left...

materials sit longer than we would normally like. Jobs that normally take a day or two are taking much longer due to 100+ heat indexes. Our crew did have an issue with their equipment, and we did have to postpone the original build due to their equipment breaking down. However, we rescheduled the roof again in hopes that the issues would be repaired. They were not completed as fast as we were once informed, so we did have to delay construction a second time. After hearing the displeasure of the [redacted] I contacted them directly. At this point, we did get the crew out there to complete the roof, repair interior damage, and install gutters in the span of 5 days. I have directly communicated with the [redacted] in the last 10 days to confirm they were satisfied with our performance. We also extended their warranty free of charge and gave them a customer service discount so they could use that money to go out for a family dinner. When you deal with the volume of jobs that we do, unpreventable circumstances do slow us down. However, as we proved again we will go above and beyond to make sure our customers are fully satisfied with Storm Team Construction in the end.