Doerr siding has promised to come finish the siding work paid for in July 2014, and now ignores my requests to complete the work.
Doerr sided our entire home last year. This was basically completed in July 2014 and paid in full at that time. There were 2 items that remained: 1) some bowed areas on the front of the house and 2) some corner trim on the chimney. The probelmes in front of the house were finished afer numerous requests and follow up in December 2014. ***** ***** asked if he could complete the chimney in the spring, which I agreed to. I followed up on this in March, and on 3/20, was told by ***** he would follow up with me the following week to get this done. Here is a copy of the email:
Subject: RE: ************
To: "***** ******" <*******@yahoo.com>
Date: Friday, March 20, 2015, 1:39 PM
*****, yes we can. We
have an idea how to make this look better at the top of
chimney. I will touch bases with you next week on the
timing. Thanks! *****
603 Pinecrest Dr.
East Peoria, IL 61611
Unfortunately, I never heard back. Now I get no reply to emails or phone calls.
Please finish the work within 14 days.
Yes, I did tell the customer we would complete the chimney work Spring 2015. Isn't it still spring?
We completed the siding for this customer on July 24th 2014. I met with this customer on July 28, 2014 to do a final walk-through and to pick up the final payment. At this time this customer had aesthetic concerns about the chimney and there were two pieces of siding above the garage that were bowing. When this customer explained to me his concerns about the chimney I explained to him that the problem (with the chimney) is not within the siding installation itself. The reason the siding looks that way is due to the original construction of the chimney. The original chimney work was not done by Doerr Siding & Remodeling. I also explained to him that our crews covered the area properly and that we can work on a solution that would make the chimney aesthetically pleasing for him. I also told him that I am unsure of how we would do this and it would take me some time to come up with a solution. I told him in the meantime we can fix the siding above the garage and I would have one our guys stop by on their way home from work because they live in the same area as this customer. The last I knew the work was going to completed above the garage and I was going to work with my brothers on a solution for the chimney. We did not hear from the customer again until October 7, 2014. At this time he emailed our secretary asking when the repairs were to be finished. I emailed back the customer on October 8th, 2014 "Customer, I thought I had given ****** a service work order for the guy's back when we discussed the issues. I will write a new service order and get the crew out next week. Thanks for your patience. Steve Doerr." The customer then replied the next day October 9th, 2014 "Do you think within a month?" I replied October 10th, 2014 "Definitely." The customer emailed back on November 11, 2014 and asked when we would get the repairs done. Please keep in mind this is two days over the month time frame that I gave the customer on October 8, 2014. I replied back to the customer on Monday November 17th after being out of the country November 9th-16th, stating the repairs would be done within the week and the repairs were completed Wednesday November 18th, 2014 by two of our employees. The customer emailed me on December 11th, 2014 asking if the repairs were every going to be made and stated that he felt he was being ignored. I replied back to him December 15th, 2014 with this, "*****, as per my crew; they fixed the area that is next to the garage and still need to do the garage side that faces the street which I have them stopping in the morning to finish that. The chimney is an entirely different issue. I need to talk to you about that. I am leaving shortly for Rockford for a class tomorrow so if you could give me a call Wednesday so I could explain, that would be great! I apologize for the lack of response and understand your frustration. With the Washington tornado is spread us thin and has been difficult to get everyone in their homes for the holidays. I look forward to hearing from you." I am providing our cell phone records for December 16th and 17, 2014 which will show you that no call or attempt was ever made by the customer on December 16, 2014, which is the day I asked him to call or the days following. There is no contact again with this customer until March 19, 2015. The customer emailed me and said "Can we get the final adjustments scheduled now that the weather had broken?" I emailed the customer back on March 20, 2015 stating "Customer, Yes we can. We have an idea how to make this look better at the top of chimney. I will touch bases with you next week on the timing. Steve" The next contact was made a month later by the customer on April 16th, 2015 asking "what's the plan?" This would be the only place that the communication failed. Again, when I originally met with the customer about the two issues he had on July 28th, 2014 I told him that we would fix the siding above the garage and we will try to come up with a plan for the chimney. With that being said we completed the siding above the garage (November 2014) which would be the only issue that we did not complete contractually before the final payment was picked up. We did complete the siding issue above the garage, so now all of our contractual obligations have been met. The chimney issue that this customer has is being fixed, and repaired by my company at no charge, which was something I was doing for him because he wasn't happy with the original chimney which is the issue of the original builder, not Doerr Siding & Remodeling. We will still complete the chimney work and we came up with an idea specifically for his home's chimney and will follow through on that. Since the chimney repair is being done by our company at no charge and is not a contracted job, I told him I will get to the job in the spring and I will. I cannot push back other paying (in contract) customers to fulfill the aesthetic needs of a previous customer to whom we completed 100% of the contractual agreement.
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept this response as the work still isn't finished and I haven't received any communication from the company since 3/20/15 when I was told I would be called within the week. I have been the initiator of any of the communications, hence my frustration. I am asking for Doerr to honor their word that they would complete the job.
I also assure all parties that the business was contacted in December (likely on or about the 16th, I don't have records that far back) about finishing the work. I likely called from my work phone and therefore my not appear on Doerr's records if looking for my cell number. The records weren't attached, so I couldn't review. This is significant as that conversation ended in an agreement to allow Doerr to help the Washington residents get their homes done with the understanding that they would get my work done in the spring as ***** notes in his first sentence. There is no email about this, because it was a phone conversation we had in December and the verbal agreement is fully acknowledged in his response that he intends to get this done by spring ("Isn't it still spring"). This was agreed to in that conversation that is not acknowledged in the response. I thought I was being helpful, now they are using this against me. Thanks guys.
Lastly, the chimney issue was agreed to be fixed upon the very first inspection 7/28/14. Never was this "extra" or not included. It was agreed this would be remedied. There was never any disagreement about that. It didn't come up later as is being suggested. Nor was there anything wrong with the original siding that was covered as is being implied.
Why can't I just get this done (as Doerr agrees they said they would do)? Why won't the company contact me?
Final Business Response
We told the customer we would be there before the end of spring (June 20th, 2015) and we **** keep to that promise. When Spring is over and we haven't yet been to the customer's home we **** seek the appropriate resolution at that time. ::