Suburban Custom Builders

Initial Business Response / [redacted] (1000, 5, 2014/02/15) */ From the beginning or the start of all of this goes as followsMy salesman went to his home because we had done all of the houses surrounding his homeHe informed my salesman he didn't want to pay his deductible so the salesman didn't sign him upI was made aware of this and told the salesman that if we get him approved and he can give us referrals for other customers I can give him money back as e referral feeSo [redacted] signed up and we got him approved for siding replacement from his insurance companyHe referred customers to usThere is a language barrier here and it is hard to understand Mr***He gave us the insurance check and all was fineWe were doing a neighbors house doors down and [redacted] the salesman called and left him a message we were starting him next and to call if it wasn't going to work for himThis call was placed on Friday the31st of January weeks after receiving the insurance checkHe never called so we proceeded to start on Wednesday the 5th of FebruaryHe came home and yelled at my crew in Chinese [redacted] the salesman called and stopped by his house to see what the matter was and customer said to continue with sidingWe didn't install new fanfold insulation because there was nothing wrong with it and told Mr [redacted] we would reimburse him for the insulation amountHe was okay with this and we kept siding his houseOn Friday the 7th after three sides of new siding were up he tells us he wants to put new insulation up and remove all of the siding we had installedI met with him and he told me to pay him dollars or he was going to sue me if I didn't pay himI told him that this is extortion and I would not pay him as I did nothing wrong and I am doing exactly what the contract states we were to doI also recorded our conversation which he clearly states to pay him money [redacted] my sales manager called the insurance company and told them we were not putting up the fanfold and we asked them where we could send them the money back that they had paid for itThey told us to give it to the homeownerSo after my conversation with Mr [redacted] I had my crew take down all the siding we had installed and had my supply house bring insulation and tyvek house wrap out and we redid his whole homeI have done nothing wrong but to do what I was contracted to do as it states in our contract in a timely fashionI have gone above and beyond for this homeowner and lost money on this job to make him happyI do believe that there was a language barrier being he is from China Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/02/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I lived years in North America, including years in Canada and years in USI'm also a full time employee of a large global pharm company that I do not have any difficulties in communication in English at allThe owner of business said it's the mistake made by his salesman [redacted] and he will terminate his employment ASAP for making loss on this business.I disagreed some statement made by the owner of this business Salesman came to my door several times and said owner could give me discount and I don't have pay my deductibleBecause no one wants to spend their own money for doing something that is not quite neededI told my other other Chinese colleagues and they said it's too good to be true that paying nothing and have the house repairedThe order here is important that I referred my colleagues AFTER I was told by sales man about waiving my deductibles I have not received any calls from the salesman(Friday the31st of January 2), and the salesman explained that he might dialed the wrong numberI showed him my call history from my cellphone carrier that there was no call placed by him after he took the checkI have cleared recorded our conversation that salesman admitted he dialed the wrong number and also had my roommate witnessed the whole conversation which lasts about minutes Sales man didn't call me that they were not going to put on new insulation but I found out it through onsite workers as they told me they were told not to install itI called [redacted] the salesman about it right awayI didn't yelled at him in Chinese but in EnglishI did yelled because I was very angry with itThe insurance has paid for it and they should install it for me [redacted] explained they did install it because I didn't pay my $deductible and they had to take their cost from it to compensateAfter I told them I will pay my deductible and they have to put on new insulation, they quickly turned over and said they can reimburse the material cost $to me and I rejectedI have recorded all my calls to [redacted] as well As I have told the salesman and the owner that my job doesn't allow me to make any mistakes and I have the same rule on the othersWhoever made mistakes must be punishedSince the owner lost money and the salesman lost his job, I believe that would be hard enough for themI don't know what the owner told the salesman to do and to tell me but since owner fired the salesman and it should be the endI didn't mean to put extortion on them because they took all the money from me at the first time and my neighbor paid 50% and 50% after inspection passed [redacted] the cityMy inspection failed and they now have to come back and fix it! If I did hold 50% of the total check, the story will no go like thisThe company made mistakes and they should admit it even they finish the work in the endWhat I want from them is the right attitude that they made mistakes, not meFilling law suites won't benefit me at all as it cost time and money, possible more than $Also the owner please be aware that on the back of your contract with the customer, there is a term that any legal activities occurred, the customer would be responsible for all fees occurred on both partiesThis is unfair term and the law would override itPlease be awareI'm not a picky customer but any tricks played by the salesman will result in what happened todayI also with this company would treat the other customer in a fair way and pride efficient training on their salesmanI hope the owner should now understand what I want from them is an right attitude and sincere apology Thanks for everyone who looks at my statement of the truth Final Business Response / [redacted] (4000, 11, 2014/03/11) */ Again he is just Reiterating what he had said in his original complaintI personally went and talked to the homeowner different times and we came to a resolutionI took all of the new siding down and installed insulation and then put siding back up per homeowners requestYes I did fire my salesman after talking with Mr***I did email Mr [redacted] and ask him why he would make a complaint against me after I have bent over backwards to make him happyHe said he made it before we had talked and that he would retract his complaint after he had passed [redacted] Mr [redacted] had some interior drywall damage in his living room around his window and I sent my painter to fix it and didn't charge him or argue about it even though in my contract it states we are not responsible for interior damage and I have an interior walk through sheet he signed stating the fact as wellIf I was trying to rip off this customer I surely wouldn't redo all his siding and fix his drywallMe doing this only shows what a standup company I am and that I do what is rightI am going to attach the emails between us Final Consumer Response / [redacted] (4252, 13, 2014/03/24) */

Initial Business Response /* (1000, 5, 2014/02/15) */
From the beginning or the start of all of this goes as follows. My salesman went to his home because we had done all of the houses surrounding his home. He informed my salesman he didn't want to pay his deductible so the salesman didn't...

sign him up. I was made aware of this and told the salesman that if we get him approved and he can give us referrals for other customers I can give him money back as e referral fee. So [redacted] signed up and we got him approved for siding replacement from his insurance company. He referred 2 customers to us. There is a language barrier here and it is hard to understand Mr. [redacted]. He gave us the insurance check and all was fine. We were doing a neighbors house 2 doors down and [redacted] the salesman called and left him a message we were starting him next and to call if it wasn't going to work for him. This call was placed on Friday the31st of January 2 weeks after receiving the insurance check. He never called so we proceeded to start on Wednesday the 5th of February. He came home and yelled at my crew in Chinese. [redacted] the salesman called and stopped by his house to see what the matter was and customer said to continue with siding. We didn't install new fanfold insulation because there was nothing wrong with it and told Mr. [redacted] we would reimburse him for the insulation amount. He was okay with this and we kept siding his house. On Friday the 7th after three sides of new siding were up he tells us he wants to put new insulation up and remove all of the siding we had installed. I met with him and he told me to pay him 2500.00 dollars or he was going to sue me if I didn't pay him. I told him that this is extortion and I would not pay him as I did nothing wrong and I am doing exactly what the contract states we were to do. I also recorded our conversation which he clearly states to pay him money. [redacted] my sales manager called the insurance company and told them we were not putting up the fanfold and we asked them where we could send them the money back that they had paid for it. They told us to give it to the homeowner. So after my conversation with Mr. [redacted] I had my crew take down all the siding we had installed and had my supply house bring insulation and tyvek house wrap out and we redid his whole home. I have done nothing wrong but to do what I was contracted to do as it states in our contract in a timely fashion. I have gone above and beyond for this homeowner and lost money on this job to make him happy. I do believe that there was a language barrier being he is from China.
Initial Consumer Rebuttal /* (3000, 7, 2014/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I lived 13 years in North America, including 7 years in Canada and 6 years in US. I'm also a full time employee of a large global pharm company that I do not have any difficulties in communication in English at all. The owner of business said it's the mistake made by his salesman [redacted] and he will terminate his employment ASAP for making loss on this business.I disagreed some statement made by the owner of this business.
1. Salesman came to my door several times and said owner could give me discount and I don't have pay my deductible. Because no one wants to spend their own money for doing something that is not quite needed. I told my other 2 other Chinese colleagues and they said it's too good to be true that paying nothing and have the house repaired. The order here is important that I referred my colleagues AFTER I was told by sales man about waiving my deductibles.
2. I have not received any calls from the salesman(Friday the31st of January 2), and the salesman explained that he might dialed the wrong number. I showed him my call history from my cellphone carrier that there was no call placed by him after he took the check. I have cleared recorded our conversation that salesman admitted he dialed the wrong number and also had my roommate witnessed the whole conversation which lasts about 40 minutes.
3. Sales man didn't call me that they were not going to put on new insulation but I found out it through onsite workers as they told me they were told not to install it. I called [redacted] the salesman about it right away. I didn't yelled at him in Chinese but in English. I did yelled because I was very angry with it. The insurance has paid for it and they should install it for me. [redacted] explained they did install it because I didn't pay my $1000 deductible and they had to take their cost from it to compensate. After I told them I will pay my deductible and they have to put on new insulation, they quickly turned over and said they can reimburse the material cost $700 to me and I rejected. I have recorded all my calls to [redacted] as well.
As I have told the salesman and the owner that my job doesn't allow me to make any mistakes and I have the same rule on the others. Whoever made mistakes must be punished. Since the owner lost money and the salesman lost his job, I believe that would be hard enough for them. I don't know what the owner told the salesman to do and to tell me but since owner fired the salesman and it should be the end. I didn't mean to put extortion on them because they took all the money from me at the first time and my neighbor paid 50% and 50% after inspection passed [redacted] the city. My inspection failed and they now have to come back and fix it! If I did hold 50% of the total check, the story will no go like this. The company made mistakes and they should admit it even they finish the work in the end. What I want from them is the right attitude that they made mistakes, not me. Filling law suites won't benefit me at all as it cost time and money, possible more than $2500. Also the owner please be aware that on the back of your contract with the customer, there is a term that any legal activities occurred, the customer would be responsible for all fees occurred on both parties. This is unfair term and the law would override it. Please be aware. I'm not a picky customer but any tricks played by the salesman will result in what happened today. I also with this company would treat the other customer in a fair way and pride efficient training on their salesman. I hope the owner should now understand what I want from them is an right attitude and sincere apology.
Thanks for everyone who looks at my statement of the truth.
Final Business Response /* (4000, 11, 2014/03/11) */
Again he is just Reiterating what he had said in his original complaint. I personally went and talked to the homeowner 3 different times and we came to a resolution. I took all of the new siding down and installed insulation and then put siding back up per homeowners request. Yes I did fire my salesman after talking with Mr. [redacted]. I did email Mr. [redacted] and ask him why he would make a complaint against me after I have bent over backwards to make him happy. He said he made it before we had talked and that he would retract his complaint after he had passed [redacted] Mr. [redacted] had some interior drywall damage in his living room around his window and I sent my painter to fix it and didn't charge him or argue about it even though in my contract it states we are not responsible for interior damage and I have an interior walk through sheet he signed stating the fact as well. If I was trying to rip off this customer I surely wouldn't redo all his siding and fix his drywall. Me doing this only shows what a standup company I am and that I do what is right. I am going to attach the emails between us
Final Consumer Response /* (4252, 13, 2014/03/24) */