Western Building Maintenance, Inc.

Dear [redacted]:Thank you for reaching out to us regarding complaint number [redacted] from the [redacted]'s.Western Building Maintenance was contracted by the [redacted]'s to provide corrections to their roofdraining system that was causing damage to their real property. They were insured by USAA who hiresan...

administrator company named Crawford Contractor Connection.We were given the work assignment on December 28, 2015 by Crawford. We then met with the homeowner to go over the solution. The homeowner agreed to the solution and we submitted the costs forapproval to Crawford. The estimate was approved by Crawford in the amount of $862.32.The work was performed as specified in the agreement.Subsequent to this we met the homeowner and discussed adding some additional guttering to theupper level of the structure. This was approved by the homeowner and the additional cost was $315.00.Our total bill at the conclusion of the work was for the two above amounts added together totaling$1,177.32. This should clear up the statement that the invoice was $415.00 more than expected. The[redacted]'s have made a false statement in that the invoice was $315.00 more than the estimate but theadditional work was on top of the estimate and approved by them.The complaint indicates that the communication had gaps in it. That is true. We left many messagesthat were not returned. In a two week period we left three messages with no return calls and finallycaught them on a fourth phone call. I would agree that our people could have tried calling more oftenfrom looking at the note logs that we keep.As for the complaints on the work, we addressed each of the concerns with the homeowner.They were told that the chain downspout would have to be removed before we started the job. Mrs.[redacted] was aware of that and approved it. Later she wanted us to put up a chain downspout that didnot work as a down spout. We told her the scope of work did not cover that.The issues discussed regarding the correctness of the work is false. They claimed that the gutters werenot working properly. We suggested that they may have been clogged with bio-debris from theadjacent tree. Later when we went to inspect the work we saw that the gutter had been cleaned and agutter screen had been fitted to the gutter. We went out on an inspection on a morning after it hadrained most of the night and was still raining at the time of the inspection. We took pictures of all of theareas of concern. All ofthe work that we had done was working properly keeping the water away fromthe structure foundation.The [redacted]'s have neglected to add that we had discussed some grading issues that were not coveredby the insurance. We even gave them "how to" brochures to help them. They also did not mention thatthere were other small repairs that we completed that we did not charge them for. They did not includein the complaint that they complained about some stucco damage that was pre-existing and how wegave them names of individuals that could help them with those repairs.Mrs. [redacted] wants the chain replaced on the gutter even if it is not supposed to work. We have toldhere that we did not have that in the scope of our work and that we would not warrantee the work if apotential mounting of the chain could cause a leak creating the same issue we were contracted tocorrect.In conclusion, we really did not hear anything from the [redacted]'s until we ask them to pay us for thework. When they brought up issues we have been to their house to check on all complaints that theymade. The changes that they are wanting are not covered in the scope approved by the insurancecompany or their agent. We still have not received any payment from them for any of the workcompleted. Crawford was notified of the complaints made by the [redacted]'s. We have been cleared byCrawford, who indicated that they felt we had done our due diligence and their conflict resolutionpeople had closed the account after reviewing all of the photographs. The insurance company has paidtheir obligation to the [redacted]'s. We would like to get paid for the work we completed.Again, thank you for contacting us. We are long term members of the Revdex.com and wevalue the help that you are in the resolution of issues that arise in business.Sincerely,Bret V[redacted]President