Dear ***: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 propertyThey were insured by USAA who hiresan administrator company named Crawford Contractor Connection.We were given the work assignment on December 28, by CrawfordWe then met with the homeowner to go over the solutionThe homeowner agreed to the solution and we submitted the costs forapproval to CrawfordThe 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 structureThis 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,This should clear up the statement that the invoice was $more than expectedThe [redacted] 's have made a statement in that the invoice was $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 itThat is trueWe left many messagesthat were not returnedIn a two week period we left three messages with no return calls and finallycaught them on a fourth phone callI 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 jobMrs[redacted] was aware of that and approved itLater she wanted us to put up a chain downspout that didnot work as a down spoutWe told her the scope of work did not cover that.The issues discussed regarding the correctness of the work is falseThey claimed that the gutters werenot working properlyWe suggested that they may have been clogged with bio-debris from theadjacent treeLater when we went to inspect the work we saw that the gutter had been cleaned and agutter screen had been fitted to the gutterWe went out on an inspection on a morning after it hadrained most of the night and was still raining at the time of the inspectionWe took pictures of all of theareas of concernAll 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 insuranceWe even gave them "how to" brochures to help themThey also did not mention thatthere were other small repairs that we completed that we did not charge them forThey 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 workWe 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 theworkWhen they brought up issues we have been to their house to check on all complaints that theymadeThe changes that they are wanting are not covered in the scope approved by the insurancecompany or their agentWe still have not received any payment from them for any of the workcompletedCrawford was notified of the complaints made by the [redacted] 'sWe 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 photographsThe insurance company has paidtheir obligation to the [redacted] 'sWe would like to get paid for the work we completed.Again, thank you for contacting usWe 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
Dear ***: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 propertyThey were insured by USAA who hiresan administrator company named Crawford Contractor Connection.We were given the work assignment on December 28, by CrawfordWe then met with the homeowner to go over the solutionThe homeowner agreed to the solution and we submitted the costs forapproval to CrawfordThe 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 structureThis 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,This should clear up the statement that the invoice was $more than expectedThe [redacted] 's have made a statement in that the invoice was $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 itThat is trueWe left many messagesthat were not returnedIn a two week period we left three messages with no return calls and finallycaught them on a fourth phone callI 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 jobMrs[redacted] was aware of that and approved itLater she wanted us to put up a chain downspout that didnot work as a down spoutWe told her the scope of work did not cover that.The issues discussed regarding the correctness of the work is falseThey claimed that the gutters werenot working properlyWe suggested that they may have been clogged with bio-debris from theadjacent treeLater when we went to inspect the work we saw that the gutter had been cleaned and agutter screen had been fitted to the gutterWe went out on an inspection on a morning after it hadrained most of the night and was still raining at the time of the inspectionWe took pictures of all of theareas of concernAll 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 insuranceWe even gave them "how to" brochures to help themThey also did not mention thatthere were other small repairs that we completed that we did not charge them forThey 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 workWe 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 theworkWhen they brought up issues we have been to their house to check on all complaints that theymadeThe changes that they are wanting are not covered in the scope approved by the insurancecompany or their agentWe still have not received any payment from them for any of the workcompletedCrawford was notified of the complaints made by the [redacted] 'sWe 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 photographsThe insurance company has paidtheir obligation to the [redacted] 'sWe would like to get paid for the work we completed.Again, thank you for contacting usWe 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