Town & Country Post Frame Buildings

Complaint: [redacted] I am rejecting this response because: please see attached word document and photosSincerely, [redacted] The company did not need to refer me to the contract and the different sections it talks about amending the contract to document a completion date That would have been meaningful had Rob B [redacted] pointed that out the first night I talked to him or, more importantly, when he called me on the 6th of February, over an hour late than when we agreed to, and said he had just come from a corporate meeting and it was agreed at the corporate meeting that my deadline could be metA CORPORATE MEETING, AND HE WAS THE AUTHORIZED REPRESENTATIVE OF YOUR COMPANY THAT RELAYED THE INFORMATION It is not my fault you fired him As I conveyed before, it is completely incomprehensible that nearly everyone that promised me something outside the contract or gave me guidance is now gone It speaks volumes about your integrity and honesty when your employees are allowed to say anything they want, as long as they are not challenged to put it in writing Had Rob not promised me the things he did, we would probably still be in court over the poor customer service I had received up to that point It only got worse after the work started Another example of their word means nothing is the last thing my salesman said to me when I signed my contract was he would be back in a couple of months to see how construction was going I have not seen him since the contract was signed The company attached an e-mail that I sent saying the punch list is complete If you look further down in that same e-mail, I said I had come to realize it was the best it was going to get I did not say I was satisfied with how the repairs occurred or were handled The fact that I submitted punch lists that their managers said were legit, identifies the type of quality I received They keep focusing on the completion date and contract, and lose site of the problems they caused and the amount of demolition that occurred, followed by re-construction to fix what they did wrong Something as simple as making my man doors be keyed alike per the purchase order took days to fix They actually took the cores out of both of my doors and I could not lock up my property for nightsThey did not even give me a curtesy call to ask if this was okay I spent extra for fiber mesh and zip strips in my concrete When my concrete was done and the crew was gone, I found a cardboard box with or bags of fiber mesh Every section of my concrete is cracked, some cracked within a week of the pour Yes, it says in the contract that the concrete is only as good as the prep Where was my coaching that said the pad was not ready for concrete? Why did I have bags of mesh left at my property? I did not see a single bag get added to the trucks of concrete, and now my floor is cracked Where is my proof that the mesh I paid for was actually used? Regarding the change of metal vendors, my salesman said I did not have to choose colors until the permit was approved and a construction date was established The first time I pinged for color choices was the 3rd week of December when Brian called me The same guy that said I had to put my colors in writing, but told me I did not need to send in the site prep card I believe the first time I was told of a vendor change was on or about 1/19, not immediately as they claim, and there were a few calls back and forth about the changeIt was not quickly resolvedI was told there was no choice but to change my colors, then eventually they agreed to resort to their previous vendor when I remained loyal to my first pick Yes I am annoyed that I did not receive another service I was promised by Rob B*** I told him I was leaving town way ahead of time, and yes there were a couple of e-mails to him identifying the dates I would be absent and that I would not allow construction while I was gone I did not want my wife suffering the same as I was, and frankly, it was better for both sides that she not be managing the projectWhen we got to the end of February and it was obvious that the building was not going to be finished, I called Rob and told him they were done until I returned He pleaded with me to allow them a couple more days and promised me daily photos to show progress that was occurringAs previously reported that did not occur I do not care if it is a standard practice, at this point I was deprived of nearly everything I was told and expected improvement in the customer serviceAgain, the couple of days was or days, and they still did not finish because they needed a replacement siding sheet because it was cut wrong I did not intend to say the building was done on the 5th of March That was just the last day they quit coming every week day They have brought it up again that the construction process can be confusing What did they offer to remove that confusion? It is annoying to call and ask for Brian, Chad, Rob etc and they are no longer with the company I added some photos as attachmentsIn those you can see the trash they left for days until my wife complained about it, the nails I picked up every night instead of them, the insulation that was left hanging for a long time because they did not cut the siding correctly and had to wait for supplies They asked if they could smoke on my property and I told them I did not want to see any cigarette butts, but I found lotsYou can see in one picture were the poles were put in the wrong holes Something as simple as looking at the picture in the build packet and they could see that the roof went a different direction than they were buildingI have more pictures but figure they will not send properly, plus I have the video of the foot truss they dropped on the leg on one of the crewmembers through a blatant disregard for safety A company that has been in business for years should know to call the property owner and let them know what happened To this day, their company has yet to say it was something other than a twisted ankle Another example of their integrity, but as I said I have it on video and know what happened Unlike them, I continue to believe I am owed compensation for the problems and reduction in quality I received When someone leaves a corporate meeting and relays what I operated on, and he ordered supplies based on that trust, it should mean something to the company, if not the courts ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Regarding the time frame of the construction: We do specifically go over this with our customers - in writing - prior to purchasing a building because it can be a long process and many people don’t expect it to be so (see attached section from contract initialed by customer) There is time to obtain financing, engineered drawings and building permits all before we can schedule the job for construction In this case, we had the job scheduled for construction per written correspondence with the customer and the customer’s site was not ready in time so they had to be pushed back on the schedule We are unsure of what style roll up doors are wanted We installed what is on the contract (see attached) It specifies a raised panel, short panel door, non-insulated with a rope opener We have no record of any conversation regarding the doors being wrong The salesman did not promise a pump truck wouldn’t be needed He included this on the attached concrete addendum It states that if a pump truck is needed, the customer will be responsible to pay for itThe concrete company makes the ultimate determination regarding access after site work is completed and building is built We sent the concrete company out to check access and they determined that a pump truck was needed Our salesperson can’t promise it won’t be needed because it is the concrete company's decision - which is why it was included on the Concrete Addendum at the time of sale Regarding the cracks in the slab, we install zip strip, a rigid polystyrene extrusion when the concrete is still wet As the slab shrinks during the curing process, a separation line on the surface of the slab will appear where the zip strip was installedBy using zip-strip,the shrink cracking caused by the curing process will appear and will primarily follow the installed zip strip Some cracking may deviate from the zip strip due to the curing process and the nature of concreteThe cracking caused by shrink cracking is non-structural We inspected the slab and saw that the cracking is non structural and is consistent with the specifications on the attached concrete addendum There is an exterior concrete man door pad that we have agreed to replace The window had some minor delivery vibration marks We did replace it The buckets have been replaced and you indicated your satisfaction with that (See photo) The concrete finisher has to stay until the concrete is set or it will be ruined So, if he stayed until pm it was in order to make sure the concrete was finished properly We apologize if the finishers were ‘fighting with a 2x4’ This is the first we have heard of this We did sent a letter outlining our needs for delivery, but should have spoken with you about it We are sorry that we had to unload the materials over your husband’s truck.We apologize if by speaking with your husband you felt we were being sexist Since you are both listed on the contract we dealt with him if he answered our call and/or email so we could continue moving the project forward It was not meant to be a reflection on you as we also dealt with you numerous times We are also very sorry you felt we were rude We certainly would never intentionally be rude to a customer We appreciate your business This job went complete on 6/26/and we still need to get the signed financing paperwork returned to us to be paid for the building There is currently an outstanding balance of over $14,

In response to the complaint ID# [redacted] dated 5/16/Town & Country entered into a contract with [redacted] on 4/17/to construct a 40’x42’x11’ Post Frame Building As part of the contract terms we acquired hispermits and when they were issued we mailed him a letter outlining the nextsteps in his project The letter included his tentative start date of 1/7/andindicated we needed to receive his payment for permits, 50% Payment and hissite card by the indicated dates in order for his project to proceed onschedule as per Section I of ourcontract which states: “Time of Commencement” Contractor willschedule Customer’s project for start of construction only after all of thefollowing occur: 1) receipt of the building permit (residential) approved plans(commercial); 2) receipt of 50% of the price or Customer signing all necessaryloan documents; 3) The contractors receipt of written verification from lender(if any) confirming verifying loan funding; and 4) receipt of the Site WorkConfirmation Card #FR86.” We did receive both payments promptly and timely from thecustomer but did not receive the site card The customer called on 12/23/requesting his constructiondate be moved from 1/7/to the first week of February which we happilyaccommodated again indicating we still needed to receive the site card as soonas possible in order for us to begin ordering of materialsOn 2/4/Town & Country again called the customerrequesting the Site Work Confirmation Card so we could order the materials atwhich time the customer insisted the building had to be complete by the end ofFebruary or he would cancel the contract We referred him back to our contract Section A that he initialed which states: “Due tothe challenges we face in the custom building industry, i.epermit process,material deliveries, site conditions, access, inspections, weather conditions,backlogs, etc., it is not possible to promise a construction start orcompletion date Any estimates of astart or completion date should not be relied upon by the Customer and the Contractor specificallydisclaims any and all liability for delay or cancellation of the project No start or completion date is included inthe Agreement, unless specifically stated here: this area is blank.” We assured Mr [redacted] we would doeverything we could to try and complete by the end of February but we could ofcourse make no guaranteesFinally on February 9th we received the site cardand proceeded to order materials and scheduled a crew to build theproject We began work on February 16thand all but the concrete was substantially complete by 3/5/ On 2/27/Mr [redacted] called and requested we not pour theconcrete until 3/20/as he would be out of town and wanted to be home for thepour We subsequently scheduled andpoured his concrete on 3/20/Once a building is complete any repair/replace items thatcome up are handled under the clause in the contract: “General Conditions” Section Corrections or Completion of Work:Customer agrees toprovide Contractor with a SINGLE LIST OF ITEMS Customer believes should becorrected at the time Contractor completes the building This is called the Punch List There shall only be one Punch List The form for the Punch List is form FR-87.” We received his official Punch List Form FR-on 4/15/15; however,we also received emails requesting changes/repairs on 4/6/15, 4/22/and5/6/ On 5/7/per our staff allitems on his multiple lists were completeOn 5/15/we received an email from Mr [redacted] stating: “My Punch List is Complete.” Thefollowing day Mr [redacted] went to the Revdex.com website and filed acomplaintWe understand the construction process can be a verydifficult experience for most people who are not familiar with theprocess Custom construction is not alinear controlled process like manufacturing in a plant; we have to deal withmany extenuating factors beyond our control like the weather, permit process,site conditions, etc We apologize forany perceived delays or misunderstandings but we have completed all work andPunch List items and any future issues will be handled under our Standard One(1) Year Warranty which for this customer expires 3/24/ We have delivered everything in the contract and therefore, donot feel any discount or reimbursement is warranted in this instance

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]

I would like her to know that we have offered to meet her on site to go over the concrete at a time that is convenient to her

In response to the complaint ID#[redacted] dated 5/16/15. Town & Country entered into a contract with [redacted]on 4/17/14 to construct a 40’x42’x11’ Post Frame Building.  As part of the contract terms we acquired hispermits and when they were issued we mailed him a letter outlining the...

nextsteps in his project.   The letter included his tentative start date of 1/7/15 andindicated we needed to receive his payment for permits, 50% Payment and hissite card by the indicated dates in order for his project to proceed onschedule as per Section I of ourcontract which states:  “Time of Commencement” Contractor willschedule Customer’s project for start of construction only after all of thefollowing occur: 1) receipt of the building permit (residential) approved plans(commercial); 2) receipt of 50% of the price or Customer signing all necessaryloan documents; 3) The contractors receipt of written verification from lender(if any) confirming verifying loan funding; and 4) receipt of the Site WorkConfirmation Card #FR86.” We did receive both payments promptly and timely from thecustomer but did not receive the site card.  The customer called on 12/23/14 requesting his constructiondate be moved from 1/7/15 to the first week of February which we happilyaccommodated again indicating we still needed to receive the site card as soonas possible in order for us to begin ordering of materials. On 2/4/15 Town & Country again called the customerrequesting the Site Work Confirmation Card so we could order the materials atwhich time the customer insisted the building had to be complete by the end ofFebruary or he would cancel the contract.  We referred him back to our contract Section A that he initialed which states:  “Due tothe challenges we face in the custom building industry, i.e. permit process,material deliveries, site conditions, access, inspections, weather conditions,backlogs, etc., it is not possible to promise a construction start orcompletion date.  Any estimates of astart or completion date should not be relied upon by  the Customer and the Contractor specificallydisclaims any and all liability for delay or cancellation of the project.  No start or completion date is included inthe Agreement, unless specifically stated here: this area is blank.”  We assured Mr. [redacted] we would doeverything we could to try and complete by the end of February but we could ofcourse make no guarantees. Finally on February 9th we received the site cardand proceeded to order materials and scheduled a crew to build theproject.  We began work on February 16thand all but the concrete was substantially complete by 3/5/15.   On 2/27/15 Mr. [redacted] called and requested we not pour theconcrete until 3/20/15 as he would be out of town and wanted to be home for thepour.  We subsequently scheduled andpoured his concrete on 3/20/15. Once a building is complete any repair/replace items thatcome up are handled under the clause in the contract: “General Conditions” Section 15. Corrections or Completion of Work:Customer agrees toprovide Contractor with a SINGLE LIST OF ITEMS Customer believes should becorrected at the time Contractor completes the building.  This is called the Punch List.  There shall only be one Punch List.  The form for the Punch List is form FR-87.”  We received his official Punch List Form FR-87 on 4/15/15; however,we also received emails requesting changes/repairs on 4/6/15, 4/22/15 and5/6/15.  On 5/7/15 per our staff allitems on his multiple lists were complete. On 5/15/15 we received an email from Mr. [redacted]stating:  “My Punch List is Complete.”  Thefollowing day Mr. [redacted] went to the Revdex.com website and filed acomplaint. We understand the construction process can be a verydifficult experience for most people who are not familiar with theprocess.  Custom construction is not alinear controlled process like manufacturing in a plant; we have to deal withmany extenuating factors beyond our control like the weather, permit process,site conditions, etc.  We apologize forany perceived delays or misunderstandings but we have completed all work andPunch List items and any future issues will be handled under our Standard One(1) Year Warranty which for this customer expires 3/24/2016.   We have delivered everything in the contract and therefore, donot feel any discount or reimbursement is warranted in this instance.

Complaint: [redacted]I am rejecting this response because: please see attached word document and photosSincerely,[redacted]
 
1.       The company did not need to refer me to the contract and the different sections it talks about amending the contract to document a completion date.  That would have been meaningful had Rob B[redacted] pointed that out the first night I talked to him or, more importantly, when he called me on the 6th of February, over an hour late than when we agreed to, and said he had just come from a corporate meeting and it was agreed at the corporate meeting that my deadline could be met. A CORPORATE MEETING, AND HE WAS THE AUTHORIZED REPRESENTATIVE OF YOUR COMPANY THAT RELAYED THE INFORMATION.  It is not my fault you fired him.  As I conveyed before, it is completely incomprehensible that nearly everyone that promised me something outside the contract or gave me guidance is now gone.   It speaks volumes about your integrity and honesty when your employees are allowed to say anything they want, as long as they are not challenged to put it in writing.  Had Rob not promised me the things he did, we would probably still be in court over the poor customer service I had received up to that point.  It only got worse after the work started.  Another example of their word means nothing is the last thing my salesman said to me when I signed my contract was he would be back in a couple of months to see how construction was going.  I have not seen him since the contract was signed.
 2.  The company attached an e-mail that I sent saying the punch list is complete.  If you look further down in that same e-mail, I said I had come to realize it was the best it was going to get.  I did not say I was satisfied with how the repairs occurred or were handled.  The fact that I submitted 3 punch lists that their managers said were legit, identifies the type of quality I received.  They keep focusing on the completion date and contract, and lose site of the problems they caused  and the amount of demolition that occurred, followed by re-construction to fix what  they did wrong.  Something as simple as making my 2 man doors be keyed alike per the purchase order took 3 days to fix.  They actually took the cores out of both of my doors and I could not lock up my property for 2 nights. They did not even give me a curtesy call to ask if this was okay.
3.       I spent extra for fiber mesh and zip strips in my concrete.  When my concrete was done and the crew was gone, I found a cardboard box with 7 or 8 bags of fiber mesh.  Every section of my concrete is cracked, some cracked within a week of the pour.  Yes, it says in the contract that the concrete is only as good as the prep.  Where was my coaching that said the pad was not ready for concrete?  Why did I have bags of mesh left at my property?  I did not see a single bag get added to the trucks of concrete, and now my floor is cracked.  Where is my proof that the mesh I paid for was actually used?
4.       Regarding the change of metal vendors, my salesman said I did not have to choose colors until the permit was approved and a construction date was established.  The first time I pinged for color choices was the 3rd week of December when Brian called me.  The same guy that said I had to put my colors in writing, but told me I did not need to send in the site prep card.  I believe the first time I was told of a vendor change was on or about 1/19, not immediately as they claim, and there were a few calls back and forth about the change. It was not quickly resolved. I was told there was no choice but to change my colors, then eventually they agreed to resort to their previous vendor when I remained loyal to my first pick.
5.  Yes I am annoyed that I did not receive another service I was promised by Rob B[redacted].  I told him I was leaving town way ahead of time, and yes there were a couple of e-mails to him identifying the dates I would be absent and that I would not allow construction while I was gone.  I did not want my wife suffering the same as I was, and frankly, it was better for both sides that she not be managing the project. When we got to the end of February and it was obvious that the  building was not going to be finished, I called Rob and told him they were done until I returned.  He pleaded with me to allow them a couple more days and promised me daily photos to show progress that was occurring. As previously reported that did not occur.  I do not care if it is a standard practice, at this point I was deprived of nearly everything I was told and expected improvement in the customer service. Again, the couple of days was 4 or 5 days, and they still did not finish because they needed a replacement siding sheet because it was cut wrong.  I did not intend to say the building was done on the 5th of March.  That was just the last day they quit coming every week day.
6.       They have brought it up again that the construction process can be confusing.  What did they offer to remove that confusion?  It is annoying to call and ask for Brian, Chad, Rob etc and they are no longer with the company.
7.       I added some photos as attachments. In those you can see the trash they left for days until my wife complained about it, the nails I picked up every night instead of them, the insulation that was left hanging for a long time because they did not cut the siding correctly and had to wait for supplies.  They asked if they could smoke on my property and I told them I did not want to see any cigarette butts, but I found lots. You can see in one picture were the poles were put in the wrong holes.  Something as simple as looking at the picture in the build packet and they could see that the roof went a different direction than they were building. I have more pictures but figure they will not send properly, plus I have the video of the 40 foot truss they dropped on the leg on one of the crewmembers through a blatant disregard for safety.  A company that has been in business for 42 years should know to call the property owner and let them know what happened.  To this day, their company has yet to say it was something other than a twisted ankle.  Another example of their integrity, but as I said I have it on video and know what happened.
8.       Unlike them, I continue to believe I am owed compensation for the problems and reduction in quality I received.  When someone leaves a corporate meeting and relays what I operated on, and he ordered supplies based on that trust, it should mean something to the company, if not the courts.
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Regarding the time frame of the construction:  We do specifically go over this with our customers - in writing -  prior to purchasing a building because it can be a long process and many people don’t expect it to be so.  (see attached section from contract initialed by...

customer).  There is time to obtain financing, engineered drawings and building permits all before we can schedule the job for construction.  In this case, we had the job scheduled for construction per written correspondence with the customer and the customer’s site was not ready in time so they had to be pushed back on the schedule.  
We are unsure of what style roll up doors are wanted.  We installed what is on the contract (see attached).  It specifies a raised panel, short panel door, non-insulated with a rope opener.  We have no record of any conversation regarding the doors being wrong. 
The salesman did not promise a pump truck wouldn’t be needed.  He included this on the attached concrete addendum.   It states that if a pump truck is needed, the customer will be responsible to pay for it. The concrete company makes the ultimate determination regarding access after site work is completed and building is built.  We sent the concrete company out to check access and they determined that a pump truck was needed.   Our salesperson can’t promise it won’t be needed because it is the concrete company's decision -  which is why it was included on the Concrete Addendum at the time of sale.
Regarding the cracks in the slab, we install zip strip, a rigid polystyrene extrusion when the concrete is still wet.  As the slab shrinks during the normal curing process, a separation line on the surface of the slab will appear where the zip strip was installed. By using zip-strip,the shrink cracking caused by the normal curing process will appear and will primarily follow the installed zip strip.  Some cracking may deviate from the zip strip due to the curing process and the nature of concrete. The cracking caused by shrink cracking is non-structural.  We inspected the slab and saw that the cracking is non structural and is consistent with the specifications on the attached concrete addendum. 
There is an exterior concrete man door pad that we have agreed to replace.  
The window had some minor delivery vibration marks.  We did replace it.  The buckets have been replaced and you indicated your satisfaction with that.  (See photo)
The concrete finisher has to stay until the concrete is set or it will be ruined.  So, if he stayed until 10 pm it was in order to make sure the concrete was finished properly.    We apologize if the finishers were ‘fighting with a 2x4’.  This is the first we have heard of this.
We did sent a letter outlining our needs for delivery, but should have spoken with you about it.  We are sorry that we had to unload the materials over your husband’s truck.We apologize if by speaking with your husband you felt we were being sexist.  Since you are both listed on the contract we dealt with him if he answered our call and/or email so we could continue moving the project forward.  It was not meant to be a reflection on you as we also dealt with you numerous times. 
We are also very sorry you felt we were rude.  We certainly would never intentionally be rude to a customer.  We appreciate your business.
This job went complete on 6/26/2016 and we still need to get the signed financing paperwork returned to us to be paid for the building.  There is currently an outstanding balance of over $14,000.