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Service Provider Response

It's always very motivating to read such great feedback about projects we've completed for our clients. It was pleasure to work for you and I appreciate you taking the time to share your experience and final outcome.

Service Provider Response

We apologize for missing to return your call. We went back but still were not able to find record of a voice mail left. We see that you listed your review under SIDING category and that you needed gutter cleaning. Our exterior company does gutter replacement but unfortunately we do not provide gutter cleaning services.

Service Provider Response

New drainspout to replace old one was installed exactly where the old one was located. It was never communicated to us that the customer intends to remove plants in front of the drainspout and it “will look awkward”. Because replacing gutters and drainspouts were part of the Contract we are willing to make an extra effort to re-route the drainspout per customer’s request. That will be done the day following successful payment of the outstanding balance of $7800. No more additional work will be performed prior to payment of the due balance. Interior repairs of damaged ceiling were never discussed. We replaced free of charge most of the roofing plywood underlayment boards because of the deteriorating stage of the old roofing and installed free of charge proper aluminum flashing around the chimney to avoid further leaks. We never agreed to execute any interior repairs to ceiling due to water leaking. We apologize for the confusion if that customer presumed interior ceiling repairs are part of the scope of work just because they were due to the poor condition of the old roof. We believe the accusations of damaged plants on only one side of the house during the re-siding process are not truthful. We do not recall any plantation present there at the time when we started the job. There were no sign of damaged over-the-ground parts of hosta leaves or lilies as claimed by the owner. Owner wanted to claim our liability insurance and we immediately responded that she is more than welcomed to call our insurance carrier and have an adjustor come out and inspect the “damages”. She apparently had decided not to proceed that way. We are willing to try and accommodate her request. We will not accept any other company’s estimates though. The customer can deduct $100 from the outstanding balance and pay only $7700 as final payment. That member initially contacted us at the end of March, not in January. Her first email to us was 28 March, 2013. We finally got a response back from her on Saturday evening 4/6/2013 and we agreed to meet with her on the next day, Sunday 4/7/2013. She got our written estimate that same Sunday afternoon, just 2 hours after she met with Todor to discuss. Customer emailed follow-up questions to us later Wednesday 4/10/2013. It took that customer a month to decide on specific color and brand siding from a neighbor’s house, she asked for color swatches and whole siding profiles to get a better idea of the way her house will look. She request to see and sign a Contract with our company after discussing a lot of details on 5/3/201. We PROMPTLY emailed a Contract for her review on 5/4/2013. 5/9/2012 she “surprised” us with a new request to use DEBIT card, not even a credit card instead of the discussed check payment. 5/12/2012 we responded that will accommodate her request and will make this exception. Todor made a couple of trips to her home in order for her to try and process a deposit payment using a check card. Transactions were declined by her bank. Reason was the fact that all banks have daily limit. 5/18/2013 [removed member name] got her bank to temporary remove the daily charge limit and emailed us on a Saturday that processing the debit card has to be done before Monday. Todor took time from his family weekend to make another trip to accommodate again her request. 5/21/2013 deposit payment finally went through and posted. Allowing her to use debit card that was outside of the Contract agreement reflected us to cover 3% for the credit card processor or $250 additional cost for us. May 21 when the deposit was paid is the date that we consider the Contract effective date. The Contract itself she signed 5/9 but [removed member name] was not able to provide deposit amount till 5/21. All the delays till that very moment were due to her and we strongly believe no delay so far was cause by our unresponsiveness as she claims. We informed customer that getting her special order materials will take 4 weeks after ordering date and we intend to start the project at the end of June. It is correct that due to family emergency we informed our customers that their projects will be delayed another month. In [removed member name] case that meant end of July. Her project did start July, 23-rd. This is what we offered immediately to do for that customer to compensate for the delay: 1. Upgraded the materials for her roof, ordered premium 3-color architectural shingles instead of the contracted standard color and quality. In addition upon re-roofing start we came across multiple layers of old shingles and poor state of the existing plywood boards. We replaced for no additional charge for materials and labor most of the plywood before installing new shingles. We removed all rotten wood around chimney area and installed proper aluminum flashing free of charge. The additional materials only, not accounting for the labor cost reflects in $900 bonus for that owner. 2. We saved her time and additional $100 for Building permits from the City of Schaumburg. Those were specifically excluded from our estimate and Contract. 3. We upgraded the standard aluminum capping for the garage door to expensive PVC trim that brought better look and value to the property. The additional cost for that trim was $200. That is what [removed member name] requested upon her notification about the delayed start of her project: 1. Somebody demoed old gazebo in her backyard. We agreed to do the clean-up, haul-away, cover the garbage and dumpster charges on 5/24/2013. Our Contract clearly states we are responsible only for removal of old materials during the re-siding and re-roofing job and not for any garbage laying around. The removal, clean-up, dumpster, haul-away and garbage disposal charges we incurred and covered without asking for additional money amounts to $350 additional cost for us. 2. We did install shutters on some of the windows. That was not part of the written Contract and we did as another additional bonus for the customer that is the equivalent of at least $100. To summarize the total cost of the additional things we did for that customer in an effort to compensate for 1 month delay is close to $2000 already without the additional items she is trying to pressure us to do with that Angie’s List complaint. All that on top of lowest estimate price for all her projects compared to multiple other estimate she got from other companies.