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East Olympia, Elk Plain, Lacey, McKenna, Nisqually Indian Community, North Yelm, Olympia, Rainier, Roy, Spanaway, Tanglewilde-Thompson Place, Yelm
2017 Houzz Customer Service Award, 2016 General Contractor of the Year - Thumbtack.com, 2015 Kitchen Remodeler of the Year - Thumbtack.com, 2015 Top Construction Company - City of Yelm, 2016 Top Construction Company - City of Yelm
I would like to address the items you listed and, prior to doing so, I will say that we are still available to come out and make any adjustments or corrections to the deck that are items in which we installed. We actually scheduled a walk-through with Kai in December that he cancelled (we can provide the text from our phone provider) and we had a previous walk-through in November (quite a while after project completion). The items he asked us to look at were the concrete which we did not install, a discussion with some advice about the handrail which we also did not install, and a few small adjustments to the shed which we were totally happy to make. Give me a call directly and we will come running as soon as possible.
Next, I would like to address the delays. When we started the permitting process you guys had only recently purchased the house. We explained that the permitting procedure is completely up to the county and takes as long as they deem necessary. We openly communicated the challenges we experienced with your septic not being legal which added a considerable amount of time to the permitting schedule. This time, as you know, we wrote off and did not charge for which came to well over $5000. We even hired a permitting firm to assist to fix your septic issue even though it didn’t have anything to do with the deck. In the end, the process took longer than everyone hoped but we were able to get it approved and begin. If you had been open with us from the beginning about the septic we may not have had to jump through so many hoops but it all worked out finally.
Once we began work things flew along exactly according to schedule. Our communications all along the way were with Kai and considerable progress was being made. During the initial part of summer when Alisha took over as point of contact a large number of change orders were added. Those change orders, all of which were signed off by the both of you, added both time and money to the project. At completion, even with the changes you added, we were still pretty close to our initial finish date which is an accomplishment that I am very proud of my team for. We have a full list of the change orders you signed and the very extensive correspondences sent via text, email, and BuilderTrend that can be provided.
Finally, there is the leak you mentioned. We were very clear when we built the deck and communicated numerous times that waterproofing it required strict adherence to manufacturer guidelines. We even went so far as to have the manufacturer fly in from Colorado to inspect the waterproofing installation process to ensure it was to code and to specifications. When you told us you were going to put a fire pit on the deck and that plumbing would be required to poke through the membrane we expressed our deepest concern that it might cause issues, that it could leak, and would certainly void the warranty. You went ahead with it and, when it did leak, we came out free of charge to see if we could find it. We were able to locate the main leak the plumbing caused and received this text in Mr. Maulding’s own words:
Kai’s text response to the leak:
“D*%$ it!!! I’m so glad rob found it. I actually texted John from bob Larson your contact info, thought it would be a little easier for you to explain the problem. He said he’d touch base with you. Also, I left message with huttman about getting info on what we need to do for stairs and do we have to pick out lights or do they have them. I know I had asked you last time out what needed to happen so please let me know if you have any info. Thanks have a good wknd.”
Like I mentioned to Kai after the first leak was fixed, we are still willing to come out, work in concert with your fire pit installer/plumber, and see if we can locate any other leaks they caused. The same holds true for your handrail installer, they may have caused a leak by introducing a screw into the membrane as well. We wont know unless we are scheduled to come back out.
At the end of the day, I think there is miscommunication here but we have done out best to mitigate that along the way and are willing to rectify anything that we are responsible for. We are even willing to continue assisting with the items we had nothing to do with to be of assistance. I will close with what I believe is the most poignant communication in all of this which comes again from Kai just after a meeting we had discussing the final payment and our opinion on the handrail where he wrote:
“Just wanted to touch base, our meeting was good John, I’m glad we went through everything. Alisha has a different concern that I don’t know enough about or haven’t been involved with so I can’t really get into that but I think she was going to call you. I appreciate the craftsmanship with everything it’s too bad the railing issue has gotten messy but it doesn’t change how I feel about the project and the work the guys have done. I wanted you to know that. I’m staying out of railing stuff and I understand you not wanting to do it and if alisha feels like Clearview/mountain should install then it is what it is… I’m going to contact the lady at the county and be very nice, maybe beg and give her the entire history in hopes she is having a good day and will do like the deck and say ok. If she is going to make us do all the stuff your septic guy said in email then I think we have decided it’s just not meant to be and will bail on the garage addition. I’m out of energy with it all and I know you guys are too. I will keep you posted on that. Again John I think you know the kind of person I am and I feel like I know what you stand for and I appreciate that and it’s what drew me to you immediately. Thank you for the great work and all the attention to little detail and hopefully when it’s all done and some time has passed and everyone has had sleep full not sleepless nights it will all be cool. Please call me or shoot me a text on what to do about the money have a Good Friday and weekend."