Woodstock's Pizza

To Whom It May Concern: Re: Response to Revdex.com Complaint [redacted] Increte of Houston regrets [redacted] experience and has made efforts to find a workable solution to meet our customer’s expectationsAs Director of Operations of Increte, I can understand [redacted] confusion regarding the thickness of concrete and the final dimensions of the patioAfter reviewing the contract signed by [redacted] , I have instituted some changes to ensure miscommunications like this are prevented in the future At the start of any renovation project it is not possible to know every detail of what will be required to complete the jobThat is specifically why we present a simple “Lump Sum Contract” which defines the work to be performedLump Sum Contracts allow for price changes when the project exceeds the Scope of WorkThis is standard practice in the construction industryThe signed contract states in Article IX, line 7) “Final project total to be determined from as-built measurementsPayment for additional work will be billable under the same conditions as stated in this contract.” When additional work is needed, a Change Order stating work to be performed and the related charges is presented for customer approvalThat is the procedure [redacted] followed after I told him the original slab was more than twice the thickness In summary, Increte of Houston contracted to remove a 4” patio slab and replace it with a new inch thick slab of stamped and colored concrete During demolition, we discovered the patio was more than inches thick [redacted] was present that dayI was supervising and I brought the matter to his attentionI suggested we fill the void with 4-inches of sand which would be significantly less expensive than doubling the amount of concreteI also explained that installing 4” thick concrete in an 8” hole would have create a number of other problems for the [redacted] There was also an additional charge when [redacted] requested the patio be largerIncrete charges by the square foot and thickness for demolition and concrete servicesUnfortunately [redacted] and [redacted] were not able to come to an agreement about the cost of the changes While I disagree with some of [redacted] statements; I do understand his perspectiveOur contract must be more clear about the thickness of the concrete to be removed and the new patio’s final dimensionsI have spoken to our sales staff and discussed the changes in company policy and importance of setting proper customer expectationsHenceforth, company policy will require a customer signature on a drawing showing the project’s final dimensions and our contract will clearly state the thickness of concrete to be removed Increte of Houston proposes to complete the stamped concrete patio project for [redacted] as contracted; this week if possibleWe will fill the existing form set at the current size and shape for the original contract amount of $6,We hope this will resolve the matter to his satisfaction so we may add [redacted] to our list of satisfied customers Best Regards, Hill M [redacted] Director of Operations Increte of Houston [redacted] See Attached: Signed Contract and Demolition Photos

This is Increte of Houston** response to the complaint filed by *** *** on April 25,2016. We are just going to stick to the facts on this matterThe *** hired Increte of Houston to finish the trim material of an outdoor kitchen that Mr*** built himselfIncrete of
Houston assigned sales rep *** *** to be the direct contact to the *** put together ten different estimates together for the *** before they signed their contract on March 1st of Due to previous scheduled jobs, Mr*** job was scheduled to start late March early AprilHowever, in the month of March, *** met with the homeowners several times, we had our subcontractor, Keven Desormeaux, visit the home, and homeowners discussed the different options they had in material choices*** *** met with *** *** and his wife on March 5th of at *** *** our stone supplier, to select materialsOn March 28th of *** *** emailed the homeowners explaining the extra cost associated with their first option and the delay in shipment for the *** *** *** they originally wanted*** then asked if they would like to go with their second choice in stone, *** *** Please see attachment "Item 1" The two checks that Mr*** is referring to is in regards to two change ordersThe check for $was for the labor part of installing a cement board on the kitchen frame, the installation of door, drawers, fridge, and material cost for hardie boardsThe check for $1,is to cover the stone material used to wrap the posts in the cabinets, stone base labor and material with timber creek stumbled stonesPlease see Item and Item 3. The week of April 11th, Mr*** and myself, had a conversation about the progress of his jobWe discussed in previous estimates we included the prices for certain installation of components and what his contacted consisted ofBy him asking my sub contractors or my tradesman to perform additional work above his contract I would be chargedAfter this discussion we both agreed that he would no longer conduct solicitation from my subcontractorsWe also talked about me lowering one of the change order amounts from $to $500.00. The week of April 18th all the work had been completed except for the small punch list and the *** Please see attachment "Item 4"This includes all communication between Mr*** and *** *** construction superintendent Houston was involved with a huge amount of rain leading to flooding in the areaAll work was pushed back due to the fact that my subcontractor lives in a flooded area Prior to today** complaint to the Revdex.com, never once was this issue discussed of being threaten, money being stolen, or police being called for protectionHe emailed *** *** on March 24th and had a phone conversation with him As you can see all communication between Increte and The *** has been cordial Please note that Mr*** state** that *** took two checks and cashed them despite of his wishes, never once was this mention in conversation with Bill S***- the owner, office manager, or any other personalIt is strongly noted that he has paid additional checks since the so call threats and theft have occurred

To Whom It May Concern:
Re: Response to Revdex.com
Complaint ***
Increte of Houston regrets *** *** experience and
has made efforts to find a workable solution to meet our customer’s
expectationsAs Director of Operations of Increte, I
can understand *** *** confusion regarding the thickness of concrete and the final dimensions
of the patioAfter reviewing the contract signed by *** ***, I have
instituted some changes to ensure miscommunications like this are prevented in
the future
At the start of any renovation project it is not possible to
know every detail of what will be required to complete the jobThat is specifically
why we present a simple “Lump Sum Contract” which defines the work to be
performedLump Sum Contracts allow for price changes when the project exceeds
the Scope of WorkThis is standard practice in the construction industryThe
signed contract states in Article IX, line 7) “Final project total to be
determined from as-built measurementsPayment for additional work will be
billable under the same conditions as stated in this contract.” When additional work is needed, a Change Order
stating work to be performed and the related charges is presented for customer
approvalThat is the procedure *** followed after I told him the original
slab was more than twice the thickness
In summary, Increte of Houston contracted to remove a 4”
patio slab and replace it with a new inch thick slab of stamped and colored concrete
During demolition, we discovered the patio was more than inches thick*** *** was present that dayI was supervising and I brought the matter to
his attentionI suggested we fill the void with 4-inches of sand which would
be significantly less expensive than doubling the amount of concreteI also
explained that installing 4” thick concrete in an 8” hole would have create a number
of other problems for the ***There was also an additional charge when
*** *** requested the patio be largerIncrete charges by the square
foot and thickness for demolition and concrete servicesUnfortunately *** and *** *** were not able to come to an agreement about the cost of the
changes
While I disagree with some of *** *** statements; I
do understand his perspectiveOur contract must be more clear about the
thickness of the concrete to be removed and the new patio’s final dimensionsI
have spoken to our sales staff and discussed the changes in company policy and importance
of setting proper customer expectationsHenceforth, company policy will require
a customer signature on a drawing showing the project’s final dimensions and our
contract will clearly state the thickness of concrete to be removed
Increte of Houston proposes to complete the stamped concrete
patio project for *** *** as contracted; this week if possibleWe will fill
the existing form set at the current size and shape for the original contract
amount of $6,We hope this will resolve the matter to his satisfaction
so we may add *** *** to our list of satisfied customers
Best Regards,
Hill M***
Director of Operations
Increte of Houston
*** ***
***
See Attached: Signed
Contract and Demolition Photos

December 12,
Re: Revdex.com Case # ***
Dear Sir or Madame:
Increte of Houston (IoH) sincerely regrets *** ***
experience and unsuccessful attempts to arrange repairs to a stamped concrete
overlay applied to the walkway at his home on or about April 18,
Increte
management has reviewed the matter with employees who were in contact with *** *** and discussed procedures for more effective customer communication
An email from *** *** was forwarded to me, *** ***, Director of Operations, October 28, The email simply stated
“Popping up” and included pictures of damaged overlay we applied on or
about April 18, I contacted *** *** by phone the same day*** *** advised me of his unsuccessful attempts to have the requested repairs
made as warranty workHe also informed me that the damage began to appear
around February of After reviewing the account history, I apologized
for our slow of responseI explained the our month warranty against
defects in labor and materials stated in the terms of his contract which expired
April 30, 2012, more than months before damaged appeared*** ***
stated he was willing to pay to have repaired made
*** *** requested repairs to areas in the pictures sent
and to remove and replace an estimated,square feet of loose overlayIoH
outsources all stamped overlay warranty and repair work to an Independent
Contractor, *** *** *** repair bid to IoH was $in OctoberI bid the
repairs to *** *** by phone on October 31, 2014, in the amount of $
*** *** said he would get back to meI did not hear from him againI
received the Revdex.com complaint December 10, and responded to *** *** by
email with an alternative offer the same dayFriday, December 12, I
reached by phone and discussed the offer sent in email*** *** could pay
our *** directly at the wholesale rate and eliminate IoH charges*** ***
indicated he was pleased with the arrangement
I contacted *** who agreed complete the repairs for *** *** directly for $I sent *** *** a conformation email providing *** phone numberThe email includes my cell phone number and requests *** *** call me directly if he has any problems or questions in the repair process
Time Line of Known Events: April 18, Work Completed
April 30, 2012 Warranty Expired
February 4, 2013 Customer States 1st
Damage Appeared
July 14, 2014 First Email with Photos of Damage
October 28, 2014 Hill Called MrCooper
October 31, 2014 Phone Call to MrCooper - Bid
for Repair
Resolution: The work described above will be
performed by *** *** at a
reduced
rate not to exceed $*** *** will pay *** directly
Best Regards,
*** ***
Director of Operations
Increte of Houston
***
*** Attached Documents: Copy of
Contract, Received Email, Sent Email, Letter of Response to Complaint