This letter is in response to the complaint filed by [redacted] about Sermat ConstructionFirst please accept our apologies for the delay in
answering. After receiving notice of the problem [redacted] was stating, we have
tried to work with him to understand and resolve and issues that...
remained.
Secondly we would like to apologize to [redacted] that he felt disrespected in
any way. Obviously, we do not ever want our customer to feel anything less than
valued. It is Sermat’s policy to give the customer a tentative work schedule,
and then call to confirm the day prior to our workers being there.As [redacted] states, he experienced a water damage to his
property on February 26, 2016 and we were called to inspect and prepare an
estimate for damages at his home on [redacted]. He is also correct in his
statement that he signed the authorization to repair on the 9th of
March, what he does not state is that the Authorization states” 30 working days
from issuance of all applicable permits and commencement of work.’ We have
attached a copy of the Authorization. Based on work starting on the 19th (which would be very difficult, given the time needed for selections and
scheduling) that would have meant a completion date of April 21, 2016, which
would have been a possibility baring some problems that we will discuss further. On March 31, 2016 a final change order was agreed upon with
[redacted], a copy of the email is attached. A change order can add additional time
to the completion of work.On our about, March 1, 2016 our representative, Steven W[redacted]
met with [redacted] and the insurance adjuster to inspect the damage together. At that
time if the inspection the base cabinets had been removed and discarded by the
mitigation company. There were no photos of the cabinet designer what cabinets
that had prior to the loss. The cabinets were ordered and installed based in
the information from [redacted]. At that point, we realized that [redacted] and the
cabinet designer had selected the cabinet configuration, without the benefit
from [redacted] or with pictures to determine the placement prior to the water
loss. The cabinets needed to be reordered, unfortunately, that takes additional
time. In addition the floors that he speaks of was damaged while the temporary
sink that he requested was in place. The floor has since been completely
replaced.We installed a temporary sink in the kitchen for the [redacted] to
use. The insurance company did not pay for the temporary sink, as they were
paying the [redacted] for getting meals outside of the home, while the kitchen was
not functional.[redacted] purchased a new sink that did not fit into the old counter
top (the counter top was being re-used) we asked if he wanted us to install the
sink, but [redacted] said he would do it himself. He called us several days later
to tell us that the sink has been installed. We had a plumber there the same
day he called to hook up the plumbing.In response to [redacted] comment about the painters, we
determined that it would be better to have them return the complete the whole
job once the other work was completedWe have also attached a copy of the Certificate of
Satisfaction signed by [redacted] today, May 18. 2016.In summary, while we agree that [redacted] job did not go as smoothly
as we would like, Sermat Construction is not entirely to blame. The decision
made by [redacted] about his cabinets and the delays created by [redacted]
installing his own sink created some of the problems. [redacted] also did not call
the office to discuss any of this. Once we were made aware of his concerns we attempted
to reach out to [redacted] to resolve the problems, the president of the company met
with [redacted] on Monday May 16th to inspect the home and prepare a
punch list. All the work has been completed and as we said he has signed a
Certificate of Satisfaction.We are asking that [redacted] rescind his complaint to the Revdex.com
and the [redacted] as well as[redacted]. In additional, we
do not believe that we owe his a refund, that were was no breach of contract.
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
I met with the owner of Sermat Construction, Mr. H[redacted], he seemed very sincere and caring, I disagree with some of his points.1. The contract was signed on March 9th, the actual work began on March 25th2. Mr. H[redacted] is correct about the cabinets being ripped up by the water mitigation company, the problem is the cabinet guy came took measurements and was gone, we talked about the parts [lazy Susan for example] three weeks later we got cabinets that is clearly the wrong color, and wrong parts, which was later corrected, except the lazy Susan was in the wrong place [also taking another 2-3 weeks]. This should not be held against us for their mistake.3. The plummer showed up to install the sink, which was to big by 1/4 of an inch, the plummer had no tools to cut out the needed space, at no time did I tell anyone I would do it, I did it on my own the next day because we were still without a sink, seven days went by, we are now washing dishes in the bath tub, it was the 25th of March that I called and demanded and threaten legal action if our sink wasn't replaced.4. I mentioned to Mr. H[redacted] about work being started and not completed for weeks at a time.5. I'm no computer wiz by any means, but to be charged for work that was clear for him to see is not right [painting and sheet rock], plus to be charged for hauling [hauling what is my question that has yet to answered], the dumpster was provided and picked up by the company the water mitigation people called, again why am I charged for hauling?6. I'm no legal type person, but to my contract in public is not good for me, nor is it any one's business.In summary, as a person, I have no ill will against Mr. H[redacted], his company and sub contractors kinda dropped the ball in some areas, to blame me for the cabinet snafu is ludicrous, the top cabinets should have been a clue to the color, we NEVER got a chance to see what was ordered or asked for our input.I'm not asking for any special treatment, no handouts, only to be compensated for two months and a number of days of ill treatment, work not completed [paint, sheet rock] and for a while no sink. Your plummer was supposed to have called you about the sink, which I'm guessing he didn't, which is why a week went by.I'm a little concerned about our private information [the contract] being made public.[redacted]
This letter is in response to the complaint filed by [redacted] about Sermat ConstructionFirst please accept our apologies for the delay in
answering. After receiving notice of the problem [redacted] was stating, we have
tried to work with him to understand and resolve and issues that...
remained.
Secondly we would like to apologize to [redacted] that he felt disrespected in
any way. Obviously, we do not ever want our customer to feel anything less than
valued. It is Sermat’s policy to give the customer a tentative work schedule,
and then call to confirm the day prior to our workers being there.As [redacted] states, he experienced a water damage to his
property on February 26, 2016 and we were called to inspect and prepare an
estimate for damages at his home on [redacted]. He is also correct in his
statement that he signed the authorization to repair on the 9th of
March, what he does not state is that the Authorization states” 30 working days
from issuance of all applicable permits and commencement of work.’ We have
attached a copy of the Authorization. Based on work starting on the 19th (which would be very difficult, given the time needed for selections and
scheduling) that would have meant a completion date of April 21, 2016, which
would have been a possibility baring some problems that we will discuss further. On March 31, 2016 a final change order was agreed upon with
[redacted], a copy of the email is attached. A change order can add additional time
to the completion of work.On our about, March 1, 2016 our representative, Steven W[redacted]
met with [redacted] and the insurance adjuster to inspect the damage together. At that
time if the inspection the base cabinets had been removed and discarded by the
mitigation company. There were no photos of the cabinet designer what cabinets
that had prior to the loss. The cabinets were ordered and installed based in
the information from [redacted]. At that point, we realized that [redacted] and the
cabinet designer had selected the cabinet configuration, without the benefit
from [redacted] or with pictures to determine the placement prior to the water
loss. The cabinets needed to be reordered, unfortunately, that takes additional
time. In addition the floors that he speaks of was damaged while the temporary
sink that he requested was in place. The floor has since been completely
replaced.We installed a temporary sink in the kitchen for the [redacted] to
use. The insurance company did not pay for the temporary sink, as they were
paying the [redacted] for getting meals outside of the home, while the kitchen was
not functional.[redacted] purchased a new sink that did not fit into the old counter
top (the counter top was being re-used) we asked if he wanted us to install the
sink, but [redacted] said he would do it himself. He called us several days later
to tell us that the sink has been installed. We had a plumber there the same
day he called to hook up the plumbing.In response to [redacted] comment about the painters, we
determined that it would be better to have them return the complete the whole
job once the other work was completedWe have also attached a copy of the Certificate of
Satisfaction signed by [redacted] today, May 18. 2016.In summary, while we agree that [redacted] job did not go as smoothly
as we would like, Sermat Construction is not entirely to blame. The decision
made by [redacted] about his cabinets and the delays created by [redacted]
installing his own sink created some of the problems. [redacted] also did not call
the office to discuss any of this. Once we were made aware of his concerns we attempted
to reach out to [redacted] to resolve the problems, the president of the company met
with [redacted] on Monday May 16th to inspect the home and prepare a
punch list. All the work has been completed and as we said he has signed a
Certificate of Satisfaction.We are asking that [redacted] rescind his complaint to the Revdex.com
and the [redacted] as well as[redacted]. In additional, we
do not believe that we owe his a refund, that were was no breach of contract.
Please find our response attached. Thank You, [redacted]Sermat Construction
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
I met with the owner of Sermat Construction, Mr. H[redacted], he seemed very sincere and caring, I disagree with some of his points.1. The contract was signed on March 9th, the actual work began on March 25th2. Mr. H[redacted] is correct about the cabinets being ripped up by the water mitigation company, the problem is the cabinet guy came took measurements and was gone, we talked about the parts [lazy Susan for example] three weeks later we got cabinets that is clearly the wrong color, and wrong parts, which was later corrected, except the lazy Susan was in the wrong place [also taking another 2-3 weeks]. This should not be held against us for their mistake.3. The plummer showed up to install the sink, which was to big by 1/4 of an inch, the plummer had no tools to cut out the needed space, at no time did I tell anyone I would do it, I did it on my own the next day because we were still without a sink, seven days went by, we are now washing dishes in the bath tub, it was the 25th of March that I called and demanded and threaten legal action if our sink wasn't replaced.4. I mentioned to Mr. H[redacted] about work being started and not completed for weeks at a time.5. I'm no computer wiz by any means, but to be charged for work that was clear for him to see is not right [painting and sheet rock], plus to be charged for hauling [hauling what is my question that has yet to answered], the dumpster was provided and picked up by the company the water mitigation people called, again why am I charged for hauling?6. I'm no legal type person, but to my contract in public is not good for me, nor is it any one's business.In summary, as a person, I have no ill will against Mr. H[redacted], his company and sub contractors kinda dropped the ball in some areas, to blame me for the cabinet snafu is ludicrous, the top cabinets should have been a clue to the color, we NEVER got a chance to see what was ordered or asked for our input.I'm not asking for any special treatment, no handouts, only to be compensated for two months and a number of days of ill treatment, work not completed [paint, sheet rock] and for a while no sink. Your plummer was supposed to have called you about the sink, which I'm guessing he didn't, which is why a week went by.I'm a little concerned about our private information [the contract] being made public.[redacted]