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
expectations. As Director of Operations of Increte, I...

can understand [redacted] confusion regarding the thickness of concrete and the final dimensions
of the patio. After 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 job. That is specifically
why we present a simple “Lump Sum Contract” which defines the work to be
performed. Lump Sum Contracts allow for price changes when the project exceeds
the Scope of Work. This is standard practice in the construction industry. The
signed contract states in Article IX, line 7) “Final project total to be
determined from as-built measurements. Payment 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
approval. That is the procedure [redacted] followed after I told him the original
slab was more than twice the normal thickness.
 
In summary, Increte of Houston contracted to remove a 4”
patio slab and replace it with a new 4 inch thick slab of stamped and colored concrete.
During demolition, we discovered the patio was more than 8 inches thick. [redacted] was present that day. I was supervising and I brought the matter to
his attention. I suggested we fill the void with 4-5 inches of sand which would
be significantly less expensive than doubling the amount of concrete. I 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 larger. Increte charges by the square
foot and thickness for demolition and concrete services. Unfortunately [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 perspective. Our contract must be more clear about the
thickness of the concrete to be removed and the new patio’s final dimensions. I
have spoken to our sales staff and discussed the changes in company policy and importance
of setting proper customer expectations. Henceforth, 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 possible. We will fill
the existing form set at the current size and shape for the original contract
amount of $6,157.50. 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]
[redacted]
 
See Attached:             Signed
Contract and Demolition Photos