Thank you for taking the time to read our Company’s remarks to this customer’s comments regarding work performed at her home. GLS will herein respond to Ms. the member's comments [respectively], trying to be brief, and yet as thorough as possible so that all issues are discussed and hopefully resolved in the reader’s mind. Please note that GLS Remodeling was contracted by the member to restore her home after fire and water damage occurred. We will say in the beginning that everything on our contract was completed, along with many extras which will be listed lastly. First, regarding the roof leak she called us back on, the customer states that “they just came back on Monday and fixed that, and the house was completed in December.” The fact is that she phoned our office early on a Monday morning [month’s after the job was completed] informing us of a roof leak after a storm. I was on the job site within 1-1.5 hours, evaluating the problem, and the failed boot was replaced and the roof repair was finished the same day of her call. The member states “she was not satisfied with the paint job, and they debated with me and did not come back to repaint the new wood.” This is simply not true. We [GLS and our Painting Subcontractor] attempted to inform the customer “that she is comparing existing, older, weathered siding next to new siding [we are not sure of the age of her existing siding, but her home was built in 1974], and in this type of situation a match cannot be guaranteed. There are two textures on the wood…a weathered texture and a new texture; therefore a visual match cannot be exact. The house was primed and painted 3 additional coats, which is more than adequate coverage.” However, she still states “we did not come back to paint the new wood.” Ref. the water heater, the customer states that “they left it there and that should have been removed, but they didn’t. They didn’t inform me of leaving that. They just did it.” The truth of the matter is it was in our original Proposal to remove it; however, after further inspection and seeing it had no water or fire damage, this was brought to the customer’s attention and an agreement was reached between the two parties that we would leave the water heater in and reimburse her the cost charged for a new one in our Proposal [we paid this to her, check # 1085 dated 10/20/2011]. After completion of job this hot water heater leaked, however, this was not due to our error in any way, and we did respond to her call and repaired it for her. Regarding the wood under the carpet and padding, it was not in GLS’ Contract to replace this. The carpet and padding were replaced, and if the wood was damaged, it would have been replaced also. However, it was not, therefore it was not removed. Also, the downstairs toilet was fixed right away. Customer stated “Another big thing that I would like to warn people about, this is a real big thing to me, is that they wrote their estimate and I asked them to break it down in the categories.…..they did give me a breakdown of 12 different categories of what they are gonna spend for each category…..there was a game they were playing with me on that.” The member did receive her breakdown, and there was no game being played. Reference her last statements that “I just felt they weren’t being truthful. I kept seeing a lot of material left over…and those materials should have come back to me. They never gave me my materials back.” Our Contract with the customer was a “Lump Sum Contract,” not a “Cost Plus Contract.” In a “Cost Plus Contract” the customer pays for all materials, plus a percentage, and the customer “owns” the materials. With a Lump Sum Contract, such as ours, we restore the customer’s house, labor and materials, for a set price, and unused or leftover job materials are property of the Contractor. Numerous attempts were made to explain this to the customer; however she unfortunately does not seem to understand. We would like to further state the many extras provided by GLS, at no additional cost to the customer, which she did not acknowledge. Upon removal of sheetrock during the initial demo, it was seen that some of the walls needed to be rebuilt. This was an unforeseen situation which arose once work had commenced. This would normally be an extra charge. However, GLS rebuilt four walls. In addition, GLS rebuilt two closets that were originally built poorly, added three doors to make her downstairs room more functional, at no additional cost to her. We replaced two bad sections of siding, whose damage was not fire or water related, and was not in our contract. These were special order pieces because of their sizing, at $75.00 each, plus labor, which were replaced at no cost to her. This was done so that the finished product would look as fresh as possible. GLS also re-trimmed the outside corners of the home to match her windows, at no additional cost to her. We painted interior iron railings, which job was clearly not in the original proposal, added Recessed Can lights in the front downstairs bedroom, added Security Lighting to the four corners of her home, wired in for a flat screen TV, painted bedrooms more than one color in each room, in addition to different colors in the rest of the home. Again, all of this labor and material was supplied at no additional cost to her. We trust the above more fully explains the issues which were raised, and that the heart and nature of our company is seen. In summary, GLS Remodeling, LLC takes great pleasure and satisfaction in performing dependable, quality work, while treating our customers with honesty and respect, desiring to meet their remodeling needs in the best way possible, and the member is no exception. Her finished product was beautiful. We have 19 years of experience turning any house, in any condition, into a home, excellent reports on Angie’s List, and an excellent A Rating with the Better Business Bureau. [Should you check us out at BBB we have one “Closed Complaint.” That complaint was from this same customer, and BBB’s final response is as follows: “Thank you for your cooperation in responding to the above consumer’s complaint. Your company has made a good faith effort in an attempt to resolve this issue; therefore we are closing the case at this time.”] GLS has a long list of excellent references from very satisfied Customers throughout the Knoxville area and beyond. We have also completed many projects, from very small to whole house renovations, for a very well-known bank in Tennessee, who is “more than pleased” with the service our company provided them over the past several years. Please feel free to contact us with any questions or comments, and if you would like to receive a Company Reference List, we would be happy to accommodate you. Respectfully Submitted, Gil Oelschlager, Owner GLS REMODELING, LLC