To Serve Contracting, LLC

Revdex.com: I would like to reject the offer of Arbitration for complaint ID [redacted] Sincerely, [redacted]

Revdex.com:I have spoke to Mrs***, this morning, and am working toward a mutually satisfying resolution to this matterI will be in Dallas next week to meet in person with our clients so that we may resolve this matter

Initial Business Response / [redacted] (1000, 22, 2015/07/14) */ After receiving this complaint yesterday we called and spoke with [redacted] regarding this matter and were able to come to a resolutionWe explained to [redacted] that the sales rep he was working with is no longer with our company and that's why he was unable to get a hold of himWe also explained that we purchased and moved into a new office and were without phones for about a weekWe explained that this was not an excuse, but rather an explanation on why he received poor serviceIt is important to us that all our customers get taken care of in a timely matter We are sending a roofer out to Mr [redacted] 's home ASAP to repair the leakWe agreed that as long as the repair is taken care of that this Revdex.com complaint can be removed I will continue to follow up with Mr [redacted] as we get things resolved over the next few days Thank you Initial Consumer Rebuttal / [redacted] (2000, 24, 2015/07/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) The contractor has kept in contact with me through the needed repairsThe repair work was completed 7/23/15; but has not rained yet so do not know if the repair resolved the water leak problem [redacted]

Original response tried to address all issues as noted in original complaint to Revdex.com Rejection stated "asking for deposit to be returned" which was not stated in original complaint Request for deposit may have been done directly in email with company, but it had not been stated with the Revdex.com complaint To Serve contracting will return deposit based on the terms of the signed contract entered into with Homeowner

We are surprised and confused by customers statement. Old representative signed up the job at the end of July and turned in paperwork. Production was ready to start working on roof and pulled permit on August 22, 2017. Production notified homeowner and was put
on hold to move forward as homeowner wasn't sure on roof color and said he needed to know if all the siding was going to be covered before he chose a roofing color. On September 2, 2017, there was a change of representative and homeowner was notified of the change. On September 5, 2017, homeowner asked for new roofing samples and siding samples. On September 6, 2017, new representative went to home with samples and took over pictures so that all details for roofing and siding could be covered. New rep was working with estimator for supplement to insurance company for siding that homeowner wanted approved before he would allow us to move forward. As this was being worked on, we suddenly received notification from homeowner that we hadn't been in contact with him and that he didn't trust us anymore. We responded that we were simply doing as he requested. We were waiting on insurance company for siding approval and without homeowners color choice for roofing (that was already approved by insurance), we couldn't move forward

To whom it may concern...First I would like to apologize for the lack of communication during the duration of the project processI take responsibility for that, That being said, I have prepared a response to Mr***'s concerns. The issues discussed in his communication largely stem from the
client not being informed of the various stages of production on any given project and a general lack of understanding of how the process was to proceed, again these issues could have been greatly reduced/eliminated with a greater emphasis on communication with our clientI have put a QC check on the schedule for our roof installation supervisor, in Dallas, to go by the client's residence and personally perform a quality check on the entire roofAs the clients have not reported any issues with leaks, and it has been raining almost daily in Dallas for the past weeks, I am optimistic that the concerns expressed by the client are of a cosmetic nature onlyOnce I have received a confirmation from my installation supervisor as to when the inspection will take place I will notify the client accordinglyAll work not performed by TSC has been removed from the invoice mailed to client this weekA credit has been issued for all damage that client has claimed to have been caused by our roof installers. Upon my inspection of the right elevation of the residence, and discovering the area the client claims was damaged by our installers, I find it highly unlikely that a ladder was placed ft off the ground, on a story structure, with enough force to damage concrete sidingHowever in light of the other issues I have encountered I am willing to give a $credit to effect repair to taht piece of siding if the client chooses to do soAs the Direct TV repairman is not a roofing installer, and was not present on the day of the installation, his opinion is both immaterial and uneducatedIn order to "work around" a satellite dish on any given project would mean to leave the old material on the roof instead of disconnecting the dish so as to install new roofing material on the roof where the satellite was locatedRegardless if the client will supply me with an invoice for the service call I will gladly credit the client's invoice accordinglyWe have not received any payment what so ever on a contract which, after credits, still totals almost 18kThe damaged plants have been replaced, credits have been issued, QC inspection will be scheduled forthwithI would like to resolve these remaining issues a quickly as possible to the satisfaction of our clientsPlease continue to communicate any issues with me directly

Initial Business Response /* (1000, 5, 2015/09/17) */
We have apologized to the customer several times regarding the issues with her flowers/garden that she presented us withHowever, we tell every customer that we work with that when your home is a construction zone for several days that these
things can happen and that when you sign our agreement you are acknowledging that we aren't responsible for damage to grass/flowers/gardensWith that being said we obviously do our very best to make sure that these things don't happen, but sometimes accidents occur
The homeowner was in the process of selling her home and we provided all necessary documentation in a timely manner, contrary to what the homeowner is sayingWe also have proof that we did
The homeowner then asked us to pay her insurance deductible or she would report us to the Revdex.comPaying a homeowners insurance deductible is insurance fraud and therefore we were not willing to do soThis homeowner works for her insurance company and should know betterWe told her that threatening us with these types of actions if we aren't willing to perform illegal activity is extortion, and she continued to pressure us to do soThat's when things escalatedThe customer was angry that we weren't willing to credit her for "damage" that was brought to our attention several months after the project and may or may not have been our faultWith moving trucks, home inspections, and so on the damage could have happened anytime in the months following our production
The city performed a final inspection of the work we performed, and we passed inspectionYou don't pass a city inspection if there are any issuesSo
The homeowner brought some repairs that needed to be made to our attention and we handled them in a timely mannerWe told the customer that these repairs wouldn't happen overnight because they were just cosmetic and not urgentIt is hard for us in the peak of our season to get out to fix small repairs right away, but as always we will do the right thing and repair any imperfections ASAP
Regarding our communication we were in constant communication throughout the process with the homeowner and even though the issues weren't brought to our attention in a timely manner we were still happy to perform the repairs
It is an unfortunate situation that people are willing to try and beat down and take advantage of small businesses for their own personal gainWe are a growing company because of the integrity we operate with and sometimes you deal with homeowners that are simply unreasonable
The bottom line is we don't want anyone to feel the way this homeowner is feelingWe never want to provide a negative experience to anyoneWe can only do the best we can, and we do that every timeSincerely apologize to the homeowner for her experience and I hope the Revdex.com can understand the uniqueness and severity of this issues and remove it from our record

I am rejecting this response because:I would prefer, as anyone would, the entire deposit refunded , not just a fraction

Original response tried to address all issues as noted in original complaint to Revdex.com.  Rejection stated "asking for deposit to be returned" which was not stated in original complaint.  Request for deposit may have been done directly in email with company, but it had not been stated with the Revdex.com complaint.  To Serve contracting will return deposit based on the terms of the signed contract entered into with Homeowner.

Initial Business Response /* (1000, 22, 2015/07/14) */
After receiving this complaint yesterday we called and spoke with [redacted] regarding this matter and were able to come to a resolution. We explained to [redacted] that the sales rep he was working with is no longer with our company and that's why he...

was unable to get a hold of him. We also explained that we purchased and moved into a new office and were without phones for about a week. We explained that this was not an excuse, but rather an explanation on why he received poor service. It is important to us that all our customers get taken care of in a timely matter.
We are sending a roofer out to Mr. [redacted]'s home ASAP to repair the leak. We agreed that as long as the repair is taken care of that this Revdex.com complaint can be removed.
I will continue to follow up with Mr. [redacted] as we get things resolved over the next few days.
Thank you
Initial Consumer Rebuttal /* (2000, 24, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The contractor has kept in contact with me through the needed repairs. The repair work was completed 7/23/15; but has not rained yet so do not know if the repair resolved the water leak problem.
[redacted]
[redacted]

[A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that arbitration is necessary. Sincerely,[redacted] & [redacted]

Dustin the agent whonwas onsite that you were less than kind to said he was willing to work with you and that we would try and find a resolution. You've continued to take this approach.you signed what you signed, you picked the color you picked.if you would like a redo we can sit down and figure a color that you would like.

Revdex.com:I have spoke to Mrs. [redacted], this morning, and am working toward a mutually satisfying resolution to this matter. I will be in Dallas next week to meet in person with our clients so that we may resolve this matter.

Revdex.com:
I would like to reject the offer of Arbitration for complaint ID [redacted].
Sincerely,
[redacted]

This couldnt be further from the truth. The homeowner is trying to get out of paying the additional balance owed on her roof. We discussed as a team to not service but decided to follow through on our contract with Mrs. [redacted]. I have all the email correspondence between Mrs. [redacted] and the...

rep. She was left with a contract to review along with a color board. There is a lengthy email exchange in regards to Mrs. [redacted] wanting the job done asap and moving it along. She then signed off on the shingle color printed on the contract then scanned and emailed the contract back to the rep. The agreed color that she signed off on is what was installed. If the price of the job was an issue it could have been addressed before the roof was 80% completed.All the contract said was to install fascia board on the north side of the garage. This was also done by the crew. Our production manager sat onsite to ensure everything was done right and in a timely manner. Even after being cussed out by Mrs. [redacted] in very harmful language he stayed onsite and saw the job through and made sure it was complete per the signed agreement that MRS. [redacted] clearly signed and scanned back to our office. Again if the price was an issue upfront it should have been addressed. If the shingle color wasn't what she wanted she should have never signed off on the color on legal binding agreement. Im not sure what she expects but to not honor an agreement she read over by herself without our rep present, signed and scanned back Im not sure that she didn't know what the terms were.We have fulfilled our contract in prompt timing and as per the contract agreement Mrs. [redacted] signed and scanned back to our office. We would ask to be paid for the work completed per the agreement as it is very clear to be completed as stated in the contract.