ComplaintsforC-1, Inc. Construction

• Initial Complaint

  01/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please see the attached letter of explanation along with all supporting documentation. If additional documentation is needed please contact me at 901-******** Regards *************

  

  Business response

  03/30/2022

  Business Response /* (1000, 10, 2022/01/16) */ Dear BBB, C-1, Inc. is responding to a complaint submitted by Ms. ***** ******. I will begin by saying that this complaint is completely unwarranted and unfounded. Much of Ms. ******' complaint is her opinion, laced with untruths, and truly borders on defamatory. On June 10, 2021, C-1 was hired by Ms. ****** to complete various repairs at her home by signed contract. Contract signing - At the time of contract signing, we require a 50% deposit. Her contract amount was $18,441.30, hence the deposit of $9,000.00 was paid to C-1. This is our standard policy, and these funds allow the job/project to commence - including ordering materials, supplies, and the like. The remaining 50% is typically collected from the customer at the project's completion. The deposit payment also ensures that the customer is added to the project calendar/schedule. Without a deposit, the customer's estimated start date cannot be set. Contract start date - As an established construction company, we schedule our clients based on the approximate time required to complete each project. We typically have multiple crews working and numerous projects going on at once, which requires extensive scheduling, coordination, and planning. Her job was scheduled according to where we could best fit her in - based on when her job was secured and in line behind other projects that preceded hers. Before she signed the contract, we discussed with her that the start date would be approximately 6-weeks out, and she said she was ok with that. Stop payment on check - The insurance check was made payable to: "***** ****** and C-1, Inc.", which clearly indicates that the insurance company was fully aware of our involvement with the completion of this job (see attached file 1). We have standard business practices that we implement with each customer and will continue to do so. There may be times when the customer, claim adjuster, or others may not like for our business policies, but they will stand as our "way of doing business" regardless of the customer. The insurance company did not stop payment on the check because we were authorized to do the work and the necessary paperwork had been submitted. That is LEGALLY why the insurance could not/would not cancel the check. Ms. ****** never asked me to return the check, therefore, I could not have refused because this conversation never happened. In addition, there was never any mention of her attempts to cancel this check until I received this complaint. Insulation in the dining room/garage wall - C-1 performed this portion of the job per the insurance scope with no shortcuts taken. Windows - The insurance scope/contract called for the replacement of her wood windows. Ms. ****** indicated that she wanted vinyl windows, NOT wood. Therefore, C-1 created a change order to this effect since this type of window was not a part of the original agreement (see attached file 1). After the change order was signed by Ms. ******, C-1 brought two sets of new vinyl windows to her home, NOT salvage. She did not like these particular windows, either. I had an extensive conversation with Ms. ****** concerning them. Based on that conversation, we proceeded to place a NEW special window order at HER request. We have the windows in our possession and can arrange a day/time for Ms. ****** to come by the office to pick them up. Special order windows can NOT be returned. Due to nationwide supply shortages, I further explained to her that special orders take anywhere from 12-14 weeks to be fulfilled. Performance of work - Ms. ******' project required both interior and exterior work. Once other projects were brought to completion, her job moved up the calendar. At contract signing, I told her that we would start approximately 6-weeks from that date. Our contract states the following: "The work to be performed under this Contract shall be commenced ON or BEFORE July 22, 2021". I contacted Ms. ****** and told her that we could begin work on July 19, 2021, and she said that was fine. We began working on July 19, 2021, and I brought the initial set of new vinyl windows without grids - that she requested on that day. As previously mentioned, she did not like these windows. The next day, July 20, 2021, I brought her another set of new vinyl windows - with grids. She did not like these, either (please refer to previous "Window" section for details). Once we determined that a special window order was necessary, it immediately halted the EXTERIOR siding work. I continued calling her to schedule the other INTERIOR items. She did not make proper accommodations to allow us to work inside her home during normal business hours - asking us to START work during what we consider to be unrealistic hours. Our crew does not generally begin work on a project site after 3pm. So, after having trouble scheduling the interior items, we proceeded to do the exterior brick work. Brick work - Due to the age of her home, I told Ms. ****** early on and upfront that finding an exact brick match would be impossible. I told her that we would do our best to match as closely as possible to what she currently has. She said that was ok because it was only a small section that required re-bricking. On August 11, 2021, we began doing the exterior brick work early that morning at her home. In reference to the brick work being "substandard", I received a text from Ms. ****** on August 11, 2021, but in it, she did not indicate her displeasure with the brick work or ask me to correct anything (see attached file 2). In the complaint, Ms. ****** stated the following: "I specifically informed him that no one was to do any work on my home unless I or my son was present. . .". I did NOT receive this instruction prior to the text received on August 11, 2021. Again, in this text, she made absolutely no reference to the brick work. She simply asked to view the other items to be installed before bringing them out (see attached file 2). Then, on August 12, 2021, I received an email from Ms. ****** asking us to cease work altogether. I responded to her later that same day and attached a detailed invoice outlining her remaining balance for work performed, exceeding her initial deposit of $9,000 (see attached file 3). After receiving no payment or response, I sent her another copy of the same invoice via USPS priority mail on September 20, 2021 (see attached file 4). Again, it is important to note that C-1, Inc. was hired by Ms. ****** via signed contract to complete the necessary work. We will do what we can to work with and adhere to a customer's requests, but we can and will not be bound by unrealistic expectations and unnecessary demands. C-1 is more than familiar with how to follow an insurance company's scope in order to perform the contracted work. However, we would have had to be given the "professional room" to complete her project. C-1 is a professional company, and we take pride in customer satisfaction. However, Ms. ****** expectations were unreasonable from the beginning. It is quite clear that Ms. ****** is unfamiliar with how the construction process works. She still has an outstanding invoice of $1,825.31. We are considering legal action against Ms. ****** for breach of contract. Attachments: 1. C-1 Construction Agreement, Window Change Order, Contract Deposit 2. Cell Phone Text Correspondence Between ***** ****** and ****** ***** 3. Email Correspondence to Stop Work 4. Final Invoice Sent via USPS Priority Mail Consumer Response /* (3000, 13, 2022/01/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) All of Mr. *****'s response statements are untrue. Business Response /* (4000, 16, 2022/02/11) */ After reviewing the counter-response or rebuttal, there is really nothing further to say. At this point, we are simply going back and forth regarding our personal accounts of the matter at hand. It is difficult to come to a middle ground if Ms. ****** feels that all our statements are untrue. We provided a detailed account of our viewpoint and facts pertaining to the situation. Our initial statement stands. In her initial complaint, Ms. ****** indicated that she felt C-1 owed her money in return. We do not feel that she is owed anything from C-1, except the special order windows we are currently storing. In our initial response, we provided her with the option of making arrangements to pick them up. There are times when business owners and customers must agree to disagree. Unfortunately, this may be one of those times. Per her rebuttal, if Ms. ****** is requesting a paid in full receipt showing a zero balance, then we are requesting a written document indicating that she does not expect any monies or materials/windows to be returned from C-1 and that this matter is closed. If this is not possible, we may be forced to explore options for legal action in regards to the outstanding balance. Thank you.

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