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What Customer Service?
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No matter how good a company seems, if they do not understand the meaning of customer service and provide a good level of it, they will ultimately fail.
In October of 2020, less than 2 years after occupying our new addition we experienced a water leak that destroyed a portion of the drywall ceiling an adjacent walls and rather expensive carpeting
The water was coming from behind the drywall ceiling so I immediately contacted Jeffrey Weissberg, owner of Crown Remodeling and asked for their help. I was told that the work was no longer under warranty and we would need to pay them $175.00/hr. to assess and repair the problem or contact some other resources for help.
Let me explain that the last people to touch the pipes that were leaking were Crown Remodeling employees as they were the general contractor in charge.
Crown remodeling provides a standard one year warranty for any work they do. I do understand the need to limit such warranties. But there are certain circumstances for which a company should be willing to stand behind their work no matter if the defect occurred during the warranty period or not.
Customer service doesn’t mean giving services away at no charge, it means providing the services that the customer paid for and in addition standing behind either the product or the service the company is selling in a manner that protects the customer as well as the company’s reputation.
We had someone else come in to make the repairs and while the ceiling was opened up I contacted the plumbing subcontractor Atlantic Blue, (who have been very cooperative) that pulled the plumbing permits and did the work under Crown Remodeling, LLC. When they came out to inspect the area that had been leaking and examined the pipe joints that had to be removed and replace when the repairs were made, they told me that those joints were not the ones they had installed because, they did not use Home Depot products. My immediate thought was, who and why would anyone redo work done by the plumbing contractor.
While the gentleman from Atlantic Blue was still in my home, he and I noticed a dark spot of mold on a wall inside of our new bathroom. When he removed an access panel in the wall we saw mold growing on the inside wall surfaces.
I subsequently, contacted S I Restoration. They came out and ultimately needed to open up two of the outside wall and all of the customer shower walls in order to remediate the mold problem.
In doing so, we became aware of how the walls were getting wet and promoting the mold growth. The water was seeping in between the concrete pad and the wall footers. That seepage would need to be stopped in order to avoid continued mold issues in the future.
Again I contacted Jeffrey Weissberg, owner of Crown Remodeling, LLC, and again I was told that it was not their problem as the work was no longer under warranty. (We’re talking a year and 8 months since the work was completed folks and we have MOLD!)
I was forced to hire a building contractor to asses and correct the problem. The contractor had to remove the siding on the outside of two of the bathroom walls. Once that was done they told me that the reason water was getting into the walls was because Crown Remodeling, LLC did not apply any Tyvec waterproof sheeting or insulation to the outside wall before applying the siding and did not apply any type of waterproofing to the joint between the concrete pad and wall footers. Additionally the flashing had been installed incorrectly and water was seeping behind the flashing as well as getting trapped between the flashing and the decking which Crown Remodeling, LLC had also installed. I was also told that in order to properly meet code, when walls are constructed on top of a concrete pad there should be a double footer used. One that is weather treated should be in direct contact with the concrete pad and a non-weather treated footer on top of that to act as the actual wall footer.
I realize that there are many positive reviews for Crown Remodeling, LLC. The majority of which are for roof installations. If a new roof leaks in many cases the leak will first come into the attic space of a home and can often take months and sometimes years before the water actually infiltrates the inside walls or ceiling of the home for the home owner to notice.
Unfortunately, it is all too easy for the roofer to explain that the new leak was most likely due to some weather event and the home owner came just make a claim on their home owners insurance to have the problem fixed. This explanation easily hides any installation issue that may have actually caused the leak.
Unfortunately, when the problems are due to improper / faulty construction methods the contractor responsible can’t really blame the issues on weather events or other acts of g_d.
If it were your company wouldn’t you want to protect your reputation by doing all your could to correct such issues??
I know you would!
My advice to anyone reading this review, BEWARE OF CROWN REMODELING, LLC.
If the contractor doesn’t care about their own reputation, they won’t care about their customers peace of mind.
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