ComplaintsforUnited Signature LLC

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We had a house fire on November 6, 2022, and subsequently hired United Signature, Tacoma, to do the rebuild. Major areas of complaints:*- Interior paint - Met with General Manager at their Tacoma showroom to choose the interior design, including paint. Throughout the design process we iterated that we wanted ******************************* paint. It was verbally agreed to. The contract we signed stated "SW Greek Villa" as the paint color. This signified all agreed to ************************. As the rebuilding progressed, we discovered that they had switched from ******************************* to ****, which was completely unacceptable, and we brought it again to the **s attention around June, 2023. Throughout the final stages of the project, due to poor workmanship, the ** had to have several areas in the house repainted and used ******************************* paint. Now multiple rooms have two different types of paint, which is obvious. *- Window replacements there were 7 windows that needed replacing due to the fire. They are not of the same quality or performance level as what was previously there or still exists in areas not affected by the fire. We have requested specs of the windows that were installed for a few months but have been denied that information. We know from our own investigation (using experts) that the windows that have been installed now lack ************************** craftsmanship - Incorrect screws were used to hang the doors, piecemeal trim work instead of using a piece for the area, painting over the exterior screens, onto the windows and frames, etc.).- Poor housecleaning - Cleaning throughout the house was either not done, or done so poorly that it had to be redone, marble flooring, countertops in master bathroom almost destroyed because the subcontractors used it as a storage facility or a lav (urine on the floors, walls, covered by plaster)The overall quality and performance of United Signature is mediocre at best. * Indicate areas where we need help in resolution.

  Business response

  04/15/2024

  We are writing in response to a complaint filed by a homeowner regarding the rebuild of their property after a fire in November, 2022. As United Signature we take these concerns seriously and wish to provide a clear account of the events and decisions pertaining to this project to ensure a fair understanding and resolution.

  Project Overview and Timeline:
  Following the unfortunate fire incident in November 2022, our team worked diligently with their insurance provider and their adjuster to finalize the scope of work and associated costs as documented in the insurance estimate/adjuster's worksheet. This collaboration ensured all restoration activities were covered and met the requirements. This does take a considerable amount of time to collect, review, edit, and finalize. 
  The project commenced in January 2023 - Starting off with Demo. We had a signed work authorization and received a deposit. A final construction contract was signed in March 2023 outlining the changes of scope of work that the homeowner added.
  Throughout the project, we adhered to the agreed specifications, including passing the final building inspection in December 2023, which granted the homeowners occupancy. These projects around about ***** months on average. Which we completed within a year from the start of construction which commenced in January 2023. 
  Interior Paint Specifications and Decisions:
  The initial selection of the paint color "Greek Villa" was from the ******************************* paper color deck discussed in person. In our material selection portal we sent out we wrote out paint color: Greek Villa. Never in the contract or insurance adjusters worksheet the brand of paint was specified. We matched the color using Behr paint to maintain budget constraints dictated by the insurance estimate. Both brands are known for their high quality, and the color and sheen used were consistent across all applications, addressing any concerns about discrepancies. Upon raising concerns about the paint, we took action to address those specific areas by applying ******************************* paint to those areas, striving to ensure satisfaction and maintain quality.
  Window Replacements and Quality Assurance:
  The replacement windows installed were selected based on compliance with current building codes and the architectural plans approved by the city. These windows are indeed an upgrade in terms of energy efficiency and safety compared to the pre-existing installations. Specifications and details about these new installations have been transparent and are in line with industry standards and approvals by regulatory bodies.
  Addressing Craftsmanship and Cleaning Concerns:
  Any issues raised regarding craftsmanship, such as the use of incorrect screws or the finish of trim work, were addressed. We have resolved specific issues such as window screens and seals to your satisfaction. We aim to uphold the industry standards consistently across all projects. It is important to note that this project was managed within the parameters of an insurance claim rather than a custom build or remodel, which influences the scope and specifications of the materials and modifications.
  Financial Aspects and Project Conclusion:
  This project was primarily funded through the homeowner's insurance, with all additional requests that incurred out-of-pocket expenses approved and paid for by the homeowners. 
  There are hesitations regarding the final payment for the completed work. I want to emphasize that all work was performed as per the signed agreement and approved by both the insurance company and yourselves, as evidenced by the signed certificate of completion. This document affirms your satisfaction with the work performed according to the predefined scope.
  We regret any misunderstandings or dissatisfaction experienced by the homeowners and are committed to resolving any outstanding issues amicably. We believe that the steps taken throughout and post-project have been in good faith and within the contractual and insurance guidelines.
  Thank you for your attention to this matter. We are open to further discussions to clarify any points and to ensure a fair resolution.
  

  
  

  Customer response

  04/18/2024

   
  Complaint: 21554161
  
  I am rejecting this response because: 

  We are not satisfied with the response regarding the paint issue.

  We disagree that the craftsmanship issues have been resolved.  **************** has done most of the repairs and there remains an issue with a broken door jam strip.

  We disagree with the response regarding the windows that were replaced.  We have repeatedly told the project manager that they were not up to the same quality (sound proof, and lacking the low E casting *** that keeps the heat inside during the winter and keeps the home cooler by keeping the cool air inside). Additionally, the window seals and trim are covered with paint,  the quality is horrible. We were promised replacement screens but have yet to see them. 

  We also disagree with the recent invoices that were sent to us. There are many things we are being billed for yet the work was not preformed.

  We arent asking for anything extraordinary, just the equivalent to what we had before.

  
  Sincerely,
  
  ***********************

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