Universal Builders of America, LLC

We have called Ms [redacted] regarding this issue after receiving the complaint and she has not returned our calls We have resolved this issue with our Project Manager, Jeremy H***, and feel that this is a result of a misunderstanding Ms [redacted] never contacted our company regarding her issue with Jeremy and if she had we could have rectified it The customers that we have in contract in [redacted] Subdivision have also been made aware of the situation and we will proceed with completing their roof repairs as they've requested and per our contracts All of the contracts we have for customers in the [redacted] Subdivision are in compliance with the HOA requirements We strive to exceed our customers expectations and conduct our business with honesty and integrity We apologize for the misunderstanding and have taken the proper steps to ensure that the issue is resolved

The attached items are in response to the complaint We hope this will bring us both to a happy settlement To our knowledge we have addressed every install issue brought to our attention by Mr [redacted] Regarding the AC unit, we agree to compensate Mr [redacted] the $3, he is requesting The chimney flashing Mr [redacted] is referring to was replaced We have multiple photos of the new chimney flashing taken on August 4, Before and After pictures showing the repair was completed are included We will not be deducting the $requested by Mr [redacted] since work was completed per our contract.We regret that the install did not go more smoothly However, we always stand behind our work and we will continue to address any issues brought to our attention in a timely mannerOur Final Invoice is for $2, The Final Invoice reflects a credit of $3,to compensate Mr [redacted] for his Air Conditioning unit We would also like to extend our Limited Workmanship Warranty to a period of years at no additional cost to the customerThis is in addition to the manufacturers Lifetime Limited Warranty

Universal Builders of America's response from [redacted] is attached Also attached is the contract with Mr [redacted] and the call log between Universal Builders and Mr***

I confirm they came out and did what's needed to make me happier As of now no leaking like there was so fingers crossed all is okay Best, [redacted]

1/16/ RE: Lawrence [redacted] / Revdex.com Complaint To Whom it may Concern, We are pleased that progress is being made in this matter and we feel very confident we can settle this issue amicablyWe have reimbursed the customer for their direct costs and time for repairs neededWe’ve never contested those charges to complete the repairs and make the [redacted] s wholeThe idea that we tried to engage their insurance company for the interior damage caused by our crew member is completely false, that never happened As it stands the only unresolved item is the cost of the screeningThis is in question because the insurance adjuster/insurance company’s estimate was for $to repair screens that had hail damage Mr [redacted] paid another contractor to replace his screens for $1, The invoice from the contractor the [redacted] ’s hired to do the screens should be sent to the insurance company for reimbursementThat is common practice and the route Mr [redacted] should take to get paid for the additional work for his screensIt doesn’t matter if the home is still insured by that same insurance company or not that’s why the claim which this work was all adjusted for has a date of loss associated with it The insurance company carrying his policy at the date of loss is who owes for the additional money required to complete the screen work It is unreasonable that Universal Builders should have to pay anything for Mr [redacted] s screens His insurance company already paid him $for them, they owe him the difference for what it cost him to have that work completedWe feel the balance due of $1,is fair and reasonableThank you Jim C [redacted] General Manager Universal Builders of America

January 1, 2017Re: Universal Builders Claim Resolution with the Revdex.comTo whom it may concern:Thank you for your prompt response and the notation of the receipt of the information, which we have submitted to you You noted that Universal Builders have agreed to the items which we submitted as our costs related to the repair of the hail damage to the roof, gutters, fascia and siding They also agreed to the submitted costs for the repair of the morning room ceiling resulting from Universal Builders crashing through the roof and ceiling as part of the roof repair This included the costs submitted for repair of the ceiling following the substandard repair done by the Universal contractor, Certa Pro, which required us to engage a different contractor, [redacted] ***, in order to repair the damage.The remaining issue is related to the screen repair Universal related that their estimate for the repair was $by their designated contractor This contractor did not come to do the repair in spite of our call to them; later MrD [redacted] from UB explained that he had cancelled the work He subsequently attributed it to [redacted] ’s wishes, which is patently false After the cancellation [redacted] notified him that we would need to engage a contractor to finish the job, i.eperform the screen repair We engaged [redacted] Screens to replace the hail damage and to perform a competent repair for the cost submitted, $1300.We note the following:*Our house and home sustained damage The house is years old, relatively very new.*The repair of this damage should meet our satisfaction.*The funding for the damage was from our homeowner’s insurance claim In summary, the work performed by the ceiling subcontractor was shabby and unacceptable The remedy proposed was to have the same subcontractor the repair We considered that to be unwise and another contractor was engaged by us to do the work, which was agreed to by Universal Builders.The need for ceiling repair was caused by Universal and should not have been part of our homeowner’s insurance claim and we notified the insurer The repair of the damages is a Universal Builder’s obligation Universal was to our understanding making calls to our carrier to have this damage compensated under the insurance claim; that appears fraudulent to usWe attempted to hire the screen subcontractor recommended by UB, but the owner said he would not do the repair when I called to schedule this being done due to “a conflict of interest.” We engaged the [redacted] repair The amount submitted is a fair and reasonable price for the same job to be done Frankly, the very low bid for the work by the Universal subcontractor concerned us as to the level of the quality of the work after the botched ceiling repair This was supported by the refusal of the subcontractor to do the work when I called We have paid for the screen repair as noted in the documentation, which we submitted to you.Discussions with Universal Builders to address the issues noted above were verbally abusive of usWe specifically expect to restore the house to its original state of service and function We were not “looking to make a buck” from the insurance, as UB claimed Due to the damage to home and alarm trigger, our summer vacation was reduced by half, and this problem has consumed many hours of our time over the past monthsWe do not expect nor tolerate any abusive discussions, which we terminated with Universal Builders with the direction that we would review this with the Revdex.com for resolution, which we have done.Based on these considerations, we believe that the costs that we sustained, were satisfied with the work done by the [redacted] contractor at a fair and reasonable market rate We do not feel that there should be any additional financial obligation to us for this experienceOur homeowner insurance carrier no longer represents us.We appreciate the review by the Revdex.com, and look forward to your direction after you have reviewed the additional informationSincerely,

From: *** ***Date: Fri, Mar 30, at 8:AMSubject: checkTo: Eddie Eismon Cc: Chris D*** We received a check from Cincinnati Insurance last evening in amount of 1,334.32.If you will send the mailing address to which it should be sent, we shall place it in today’s mail.Thank you.L& S***

Universal Builders production department contacted Mr*** today, September 1, to discuss the repairs we will be completing and schedule a time for us to come out and complete the repairs. It was agreed that we will be calling Mr*** on Tuesday, September to let him know what day next week we will be coming out to meet him and complete the repairs. The referral bonus for Mr*** referral of his neighbor will be processed today and mailed out to him. We hope to satisfy Mr*** issues when we get out to his property and make the repairs as promised. It is our goal to maintain excellent customer service and apologize for the delay with getting this issue resolved

Our production manager contacted Mr*** on 9/to advise him that we would be having someone come out to meet with him and scope the repairs that we would be doing. On 9/one of our field production managers met with Mr*** and reviewed the scope of repairs that we would be doing. Mr*** wanted to wait until the following week of 9/to have the repairs complete. On 9/our production manager called to inform Mr*** we would be out to complete his repairs on 9/21. On 9/our production staff meet with Mr*** and completed the repairs. On 9/our production manager called Mr*** to make sure he was satisfied with the completed repairs. We have not received a call back at this time. We are under the impression that Mr*** is satisfied with the repairs. Universal Builders has fulfilled the requested repairs by Mr*** and hope that his complaint has been resolved with satisfaction

We are sorry for the inconvenience caused to Mr& Mrs*** due to the accident of a crew member stepping through their roof during their roof install. We received a Damage Expense list that itemized the extra costs they sustained due to the accident totaling $4,170. We agree to
credit them for everything on the list except for the “*** *** Screens expense of $1,955”. We were only contracted for $for Screen Replacement. We have deducted that amount from their balance due since we did not replace the screens. We will credit them $2,for the extra expenses they incurred. We will settle with the Final Balance due as $1,334.32. Current Balance Due $3,549.32 -$620.68 Screen Replacement Cost -$2,Damage Expense Cost $1,334.32 Balance Due **Damage Expense Itemized Breakdown from ***’s attached separately

January 1, 2017Re: Universal Builders Claim Resolution with the Revdex.comTo whom it may concern:Thank you for your prompt response and the notation of the receipt of the information, which we have submitted to you.  You noted that Universal Builders have agreed to the items which we submitted as our costs related to the repair of the hail damage to the roof, gutters, fascia and siding.  They also agreed to the submitted costs for the repair of the morning room ceiling resulting from Universal Builders crashing through the roof and ceiling as part of the roof repair.  This included the costs submitted for repair of the ceiling following the substandard repair done by the Universal contractor, Certa Pro, which required us to engage a different contractor, [redacted], in order to repair the damage.The remaining issue is related to the screen repair.  Universal related that their estimate for the repair was $680 by their designated contractor.  This contractor did not come to do the repair in spite of our call to them; later Mr. D[redacted] from UB explained that he had cancelled the work.     He subsequently attributed it to [redacted]’s wishes, which is patently false.     After the cancellation [redacted] notified him that we would need to engage a contractor to finish the job, i.e. perform the screen repair.  We engaged [redacted] Screens to replace the hail damage and to perform a competent repair for the cost submitted, $1300.We note the following:*Our house and home sustained damage.  The house is 3 years old, relatively very new.*The repair of this damage should meet our satisfaction.*The funding for the damage was from our homeowner’s insurance claim.  In summary, the work performed by the ceiling subcontractor was shabby and unacceptable.  The remedy proposed was to have the same subcontractor re-do the repair.  We considered that to be unwise and another contractor was engaged by us to do the work, which was agreed to by Universal Builders.The need for ceiling repair was caused by Universal and should not have been part of our homeowner’s insurance claim and we notified the insurer.  The repair of the damages is a Universal Builder’s obligation.  Universal was to our understanding making calls to our carrier to have this damage compensated under the insurance claim; that appears fraudulent to us. We attempted to hire the screen subcontractor recommended by UB, but the owner said he would not do the repair when I called to schedule this being done due to “a conflict of interest.”  We engaged the [redacted] repair.  The amount submitted is a fair and reasonable price for the same job to be done.  Frankly, the very low bid for the work by the Universal subcontractor concerned us as to the level of the quality of the work after the botched ceiling repair.  This was supported by the refusal of the subcontractor to do the work when I called.  We have paid for the screen repair as noted in the documentation, which we submitted to you.Discussions with Universal Builders to address the issues noted above were verbally abusive of us. We specifically expect to restore the house to its original state of service and function.  We were not “looking to make a buck” from the insurance, as UB claimed.  Due to the damage to home and alarm trigger, our summer vacation was reduced by half, and this problem has consumed many hours of our time over the past 4 months. We do not expect nor tolerate any abusive discussions, which we terminated with Universal Builders with the direction that we would review this with the Revdex.com for resolution, which we have done.Based on these considerations, we believe that the costs that we sustained, were satisfied with the work done by the [redacted] contractor at a fair and reasonable market rate.  We do not feel that there should be any additional financial obligation to us for this experience. Our homeowner insurance carrier no longer represents us.We appreciate the review by the Revdex.com, and look forward to your direction after you have reviewed the additional information. Sincerely,

1/16/18   RE: Lawrence [redacted]/ Revdex.com Complaint 12505632   To Whom it may Concern,   We are pleased that progress is being made in this matter and we feel very confident we can settle this issue amicably. We have reimbursed the customer for their direct costs and time for repairs needed. We’ve never contested those charges to complete the repairs and make the [redacted]s whole. The idea that we tried to engage their insurance company for the interior damage caused by our crew member is completely false, that never happened.   As it stands the only unresolved item is the cost of the screening. This is in question because the insurance adjuster/insurance company’s estimate was for $620.68 to repair 4 screens that had hail damage.   Mr. [redacted] paid another contractor to replace his screens for $1,955.  The invoice from the contractor the [redacted]’s hired to do the screens should be sent to the insurance company for reimbursement. That is common practice and the route Mr. [redacted] should take to get paid for the additional work for his screens. It doesn’t matter if the home is still insured by that same insurance company or not that’s why the claim which this work was all adjusted for has a date of loss associated with it.  The insurance company carrying his policy at the date of loss is who owes for the additional money required to complete the screen work.  It is unreasonable that Universal Builders should have to pay anything for Mr. [redacted]s screens.  His insurance company already paid him $620.68 for them, they owe him the difference for what it cost him to have that work completed. We feel the balance due of $1,334.32 is fair and reasonable. Thank you   Jim C[redacted] General Manager Universal Builders of America

The attached items are in response to the complaint.  We hope this will bring us both to a happy settlement.  To our knowledge we have addressed every install issue brought to our attention by Mr. [redacted].  Regarding the AC unit, we agree to compensate Mr. [redacted] the $3,000...

he is requesting.   The chimney flashing Mr. [redacted] is referring to was replaced.  We have multiple photos of the new chimney flashing taken on August 4, 2017.  Before and After pictures showing the repair was completed are included.  We will not be deducting the $486.88 requested by Mr. [redacted] since work was completed per our contract.We regret that the install did not go more smoothly.  However, we always stand behind our work and we will continue to address any issues brought to our attention in a timely manner. Our Final Invoice is for $2,328.67.  The Final Invoice reflects a credit of $3,000 to compensate Mr. [redacted] for his Air Conditioning unit.  We would also like to extend our Limited Workmanship Warranty to a period of 5 years at no additional cost to the customer. This is in addition to the manufacturers Lifetime Limited Warranty.

We have called Ms. [redacted] regarding this issue after receiving the complaint and she has not returned our calls.  We have resolved this issue with our Project Manager, Jeremy H[redacted], and feel that this is a result of a misunderstanding.  Ms. [redacted] never contacted our company regarding her...

issue with Jeremy and if she had we could have rectified it.  The customers that we have in contract in [redacted] Subdivision have also been made aware of the situation and we will proceed with completing their roof repairs as they've requested and per our contracts.  All of the contracts we have for customers in the [redacted] Subdivision are in compliance with the HOA requirements.  We strive to exceed our customers expectations and conduct our business with honesty and integrity.  We apologize for the misunderstanding and have taken the proper steps to ensure that the issue is resolved.

Universal Builders of America's response from [redacted] is attached.  Also attached is the contract with Mr. [redacted] and the call log between Universal Builders and Mr. [redacted].

Universal Builders replaced Mr. [redacted] roof on 4/28/2015 and 4/29/2015.  After reviewing the contract and change orders between Mr. [redacted] and Universal Builders there isn't any mention of any flashing to be installed where the gutters meet the walls or any stucco work to be performed.It is...

assumed that both parties would want that documented since it was very important to Mr. [redacted]'s and Universal Builders would be charging extra for this work since it is above and beyond the scope of work that the insurance company was allowing for.  Typically we charge $150.00 per area for this type of flashing.We believe this may be an error in terminology as this type of flashing is called kick out diverters and are not standard flashing details.In respect to the gutter guard damage, the gutter guards were damaged by a hail storm and with the assistance and expertise of Universal Builders, Mr. [redacted] was properly compensated for the full replacement of the gutter guards by his insurance company.  Universal Builders was not contracted to remove and replace the gutter guards.Universal Builders takes great pride in our excellent Revdex.com rating and overall customer experience.  Due to the terminology misunderstanding Universal Builders would like to offer to install kick out diverters on his chimney area of concern at our expense for Mr. [redacted].

I confirm they came out and did what's needed to make me happier.   As of now no leaking like there was so fingers crossed all is okay.   Best,[redacted]

Thanks for the reply.    I'd like to ask for kickout flashing diverters to be installed on the front side of the chimney and back side of the chimney.   I also have 2 areas of concern so would like them handled too.   One on the front left of my house (if looking from the road out front) where the left office/wing has some obvious water stains where it runs down the side of the house (I can supply a photo if necessary so it's easily identified).   One other place as well by my right side wing of my house by the driveway (to the right of my garage doors (left from door entry from driveway area).   Same water stains there so would like that taken care of and I can provide a photo if necessary.   So both sides of the chimney, front left of house where stains are obvious and right side of house (playroom for my kids and stains are obvious too).   I can mark them with chalk so no questions asked where I'd like it fixed.   I do agree there may have been a misunderstanding so I'm willing to accept this if you do the areas I'm requesting.   Please factor in I never received my referral bonus for my neighbor I referred after I signed my intent to proceed with Universal Builders.   The neighbor is [redacted].     Please let me know.    Thank you.  
Regards,
[redacted]