RE: Champion Homes, Dutch Housing, Fortune Homes
1500 Detroit Ave
LaGrange, Indiana
This is the opening created for the structural engineer's inspection
I purchased my home from Sunrise Homes in Kalkaska, MI in Sept (date of loan closing). Our home was set up in Oct. with a move in date of Oct. 23. The home is a 2001 Champion, Fortune Model 860,32 X 80, set on a 5 block crawl space.
After moving in, we had numerous service calls made by the retailer for repairs that needed to be addressed. Door adjustments, leaks, wallboard repairs, trim replacements, etc. After several trips out to our home, the retailer referred us to the manufacturer for all further repairs, since the list had become quite extensive and now included complaints about the roof, windows that needed to be replaced, linoleum damage from debris, water damage, lumber twisting in the marriage wall, counter top damage and sagging banks of cupboards along the marriage wall to name a few.
Broken webbing, bowing members
Over the course of the next several months, 7 work/service orders were generated for my home. Those work/service #'s are 150204,153648,155094,155776,160064,161035,161695. The work performed by the factory contractors included replacing 6 windows (due to the gas seal having cracked and condensation build up between the panes and frost build up on the window sills on the interior of the house), counter top replacements, bathtub replacements and repairs, water damage repairs, door replacements, cupboard replacements, ceiling repairs, lumber replacements in walls, wallboard replacements, roof work, facia work, linoleum replacement, faucet and drain replacements, leaks in plumbing located and repaired, attempts to properly adjust the sliding glass door, and other small repairs.
Heat issues in the house were noted, but problem was unable to be located by the contractors (a subsequent homeowner replacement and relocation of the thermostat from one room to another brought to light that the wires to the thermostat had been stapled through by the factory during the build, causing the thermostat to malfunction). The furnace malfunctioned and required a warranty call from a Coleman authorized repairman. A loose ground wire in the GFI receptacle shorted out, melting the outlet and requiring the homeowner to hire an electrician to come out and replace it (this created a fire hazard within the walls, which was caught early enough to avert disaster).
Despite the many complaints, and service calls that were made, problems with the roof continued to persist. The repair made to one area of the roof continued to get worse, the dips and valleys across the entire structure continued to get worse, despite constant shoveling in the winter. We were told several times that this is normal for a manufactured home, but observation of several other homes in our area failed to find even one other home that showed the same 'roller coaster' roof that we found on our home. This spring, (30 Apr), I contacted a roofer to come and inspect the roof, worried about all the new damage I was finding inside the home that the roof had failed and would need to be replaced. At this point, doorways were beginning to bow, the ceiling was beginning to sag and ripple, wallboards were crushing, trim was popping off the walls. The roofing contractor confirmed my fears. The roof structure was compromised and was causing damage throughout our home. (please note at this point that there are 7 children living in this home).
This is an example of what was found in the roof.
I contacted the insurance company, was advised to get bids on the damage and to contact the manufacturer (at this point the home has only been here for 2.5 years, and the roof should not be failing). I contacted several contractors in the area, received bids from three of them, and confirmed that the roof structured had failed, the header over the sliding glass door had failed (causing the door to be very difficult to open and close, which represents a safety hazard for our family as it obstructs ingress and egress), the large crack over the stub wall was due to pressure from the truss above it, and repairs required would be extensive to save our home. The manufacturer at this point sent up their own contractor to check out the damage and determine the extent as well as the cause.
Space between trusses and roof decking. This one is one that was repaired by the manufacturer
The first contractor that they sent took TONS of pictures to show the damage found throughout, checked the set of the home, and determined that there was definitely problems with the roof system and told the manufacturer that (paraphrasing here) Houston, we have a problem. This contractor concurred with the independent contractors that the damage found was not normal for a house that was this age, that repairs needed to be done, and that structural damage was apparent. He provided the manufacturer with level readings on the crawl space, pictures of the roof (where dips were found up to 1.5 deep, soft spots etc. His analogy of walking on the roof was that it felt like you were walking on Jello. At this point I honestly believed that we were starting to make some headway, the factory contractor confirmed the information that I had sent down to the manufacturer in the way of bids, and that they would take responsibility for the damage in my home. Several of the previous contractor visits (from the factory during those work/service order repairs) had resulted in comments about this home being a Friday build', and now I understood the analogy that they were using. This house was one that had slipped through' the system.
The insurance company at this point wanted to send up a structural engineer to document the damage and determine the recommended repairs. Since I had spent hours upon hours with contractors, insurance reps, factory reps (my highest regards to one Missy Taylor, for her outstanding efforts and kindness during this ordeal), I was now to the point that I wanted NO MORE contractors in my home (average walkthrough took 2.5-3.5 hours, which was not easy when I had no one to watch the children), but was relieved that they were sending a structural engineer out to determine once and for all the extent of the damage and the repairs that would be required to make our home a safe place to live.
This is the header that failed due to the roof failure. Sliding glass door is extremely difficult to open and close, center support is cracked from the roof weight.
At this point, the service manager of Dutch Housing wanted to send up another rep from the factory. Given the number of contractors that had already walked through our home, I was not at this point interested in having another contractor come through, as I felt it was like beating a dead horse (again paraphrasing). After hearing the same thing from so many contractors, it seemed senseless to me to have yet another come through. I spoke to Missy Taylor, and questioned why her manager wanted to send someone else out, and told her that a structural engineer would be fine, but another contractor was useless. She told me that it was the managers call, so I contacted the manager. Ms. Zylman told me that she wanted to send out an engineer (which she now denies saying, she asserts that she wouldn't misrepresent him in that manner), and given that information, I agreed to let him come out and walk through. I did tell her that I would have a problem however, if his findings were totally different from all of the ppl that had already been out. Seems here that my spidey senses were correct. The visit by Mr. Oliver is explained below in the email that I sent Ms. Zylman after he left. It's abundantly apparent that Mr. Oliver was sent out here to contradict all of the previous contractors opinions (including the opinion of the insurance adjuster!).
Dear Karen,
I'm writing to let you know that I met with Mark Oliver yesterday, and I wasn't impressed. You indicated that you wanted to send up a structural engineer to look over my home, not another contractor. I would not have agreed to wasting yet more time with another contractor, but since I was lead to believe that Mr. Oliver was an engineer that would help us get to the bottom of the problems that I'm experiencing, I went ahead and agreed to the walk through. Imagine my surprise when, at the end of the walkthrough I discovered that he was another contractor!
Mr. Oliver made comments throughout the walkthrough that made me wonder as to his exact purpose in my home. While he was in the gable end of the home to take pictures of the trusses (he had his upper body in the access that he reopened, as he couldn't get any further into the attic), he commented that all the trusses were in line and looked fine. I questioned how the trusses could be in line and fine, yet the roof showed so many obvious dips/valleys throughout it, and was soft when you walked across it. He told me that I was welcomed to come up and look (which I declined, due to a fear of heights). I questioned him as to the insulation in the attic, to which he replied that there was a LOT of insulation up there, which was why he couldn't see everything (???). When Mr. Oliver went up on the roof, he told me that the roof was fine, that it should bounce when he walked across it. I asked why the roofing contractors, the general contractors and the insurance adjustor all found soft spots, and indicated that we needed a new roof. Mr. Oliver told me that the others would say anything to make a buck. I explained that the roofing contractor REFUSED to do the roof, feeling that the walls wouldn't support it. Mr. Oliver explained that the others didn't know what they were talking about and maybe they should be fired. I explained that these were independents that I had called out to follow up on the roofers' recommendation. Mr. Oliver told me that we have names for people like that. Ss. Shit Starters.' I was rather upset with his revelation' that I've just spent the better part of 6 weeks talking to, walking through my home, gathering bids, talking to the insurance company, and conversing with the factory because of SS. He questioned why I called the insurance company, and I explained, although I'm not sure why this would be pertinent.
While on the roof, Mr. Oliver told me that he wasn't saying that there were no problems. He noted that there were several high trusses (how can they all be in line, yet be high?) and the solution would be to reset those that were high. He also noted that he wasn't sure how the other contractors had done the roof repair, but that it was incorrect and needed to be fixed. He discounted the soft spots that were found in the roof.
I showed him the siding, to which I was told that it had been put on by the retailer, hadn't been snapped together, and he wondered who had been playing in the yard at that gable end (no one) due to the cracks in the siding. I explained to him that until this spring, the siding had looked fine, which he told me was impossible. He explained away the cracks with the fact that whoever had installed it had hit it' into place, with the notation that this was the incorrect way to do it (note: he did exactly the same thing in replacing the siding that he removed during his visit, which was witnessed by several other adults that were present). The fascia damage and starter strip damage was explained away by telling me that the nails/screws were too tight. I told him that a previous repair had been made with the same explanation, and the damage reappeared. He was unfazed by this. I questioned the staining on the front of the house, he said this was normal. I told him that I didn't think it was normal for the water to run THROUGH the eaves rather than off, he insisted that this was normal, that his home was stick built and had the same staining. Within the home, I asked about the marks in my ceiling that were brown, and Mr. Oliver told me that I would notice them every 4 feet and that they were mud marks. I countered that this explanation made no sense, since I could identify them every 2 feet in the master bath. He said that he couldn't see them and offered no further explanation, except for the fact that our ceilings were covered with raw stomp and the problem would not be apparent if we painted the ceilings.
The cracks and marks in the ceiling were because of overkill' during mudding. I told him that I was finding new ones on a frequent basis, and showed him another place in the mud room that had just appeared, and unlike the other marks in the house, looks like it's coming down rather than being recessed. I explained that this had not been here when the other contractor was here just over a week ago, and he replied that this was impossible, that I had simply missed' this spot. I patiently explained that we had been over that mudroom thoroughly and that this had NOT been there. He insisted that it had. I asked him how he knew, and he replied that after you'd seen enough of them, you just KNOW. I asked about the ripples that can be seen along the perimeter wall, he said it was the way the molding had been put up. I told him that the molding had been fine, he told me that it had moved. I showed him numerous places where the drywall was crushing (this is all new, since the factory replaced several wall boards several months after we moved in for the same reason), the lumber coming through the marriage wall (there is a cracked 2x3 in there that wasn't replaced because the factory rep authorized the crew to buy 1 to replace the twisted one during that repair, and they just put the wall board over the other one. I have a picture of same. Mr. Oliver first? Why the crew hadn't repaired it while they were here, I explained and he said that he knew the factory was tight'). I showed him water damage, and at a later part of the conversation I told him that the lino in that room had been repaired TWICE in the same trip, still had a cut in it, and the contractors didn't want to pull the lino for a third time. He asked why they hadn't sanded down the water damage during that trip, and for that I had no explanation. The sliding glass door was another point of contention. Both the retailer and the factory contractors have attempted to adjust' it several times. It's got a crack in the center support indicating that it has been bearing weight. Mr. Oliver says that there's a header over it, so therefore it can't take weight. I asked him to explain why it's so difficult to open in the cooler months, nearly impossible to open during the winter months, and told him that several others had said that it was bearing weight. He first thought it was out of square, checked and found that it was square, then said that the whole frame needed to be re-leveled (how he came to this conclusion, I don't know, since he didn't check). There is a leak over the sliding glass door, evidenced by a crack in the ceiling, a water stain on the ceiling, damage to the trim, and water marks on the frame. The door at the bottom leaks water when it rains, making the carpet wet. Mr. Oliver contends that this is from interior condensation. I told him no, that it actually dripped in through the roof. He was quite insistent that it was interior condensation. I am well aware that moisture problems can create many problems within a manufactured home, yet the average humidity reading, per my barometer in the home, is 50 to 60, which is considered normal. How could this damage be from interior condensation causing this type of damage, with the humidity being normal? And why would I only have moisture damage at the one spot in the home that quite evidently has other issues rather than throughout the home in various areas?
He asked me several times how warm I kept the house. I told him that we kept it at 73 degrees, but that the end furthest from the furnace was still cool. Yes, we use the fireplace (he said that most homeowners don't use the fireplace, except for occasionally buying a log from the gas station for looks). He then told me that a lot of what we were seeing was because I kept the house to hot. I asked him what temperature the house should be kept at, and he kept telling me that I kept the house to hot, and that this played havoc with the vinyl in the home. I told him that we had moved the thermostat to better heat the house, and it was still much cooler in the master suite than in the rest of the house. He still insisted that I kept the house too warm. It was 75 degrees in the house while he was here, as I hadn't turned the air on because I didn't want insulation flying all over if he opened a hole in the ceiling. I was showing him the crack over the stub wall, as well as the wallboard starting to crush at its top, (which he did acknowledge was a truss putting pressure on the stub wall, which in turn was causing the cracking, and that it needed correction. Please see prior reference to trusses being in line and fine.), when he told me that most of what I was noticing was normal settling (I thought it was from keeping my house to hot). It's my understanding that the majority of settling takes place in the first 12-18 months, and stems largely from the foundation, (which Mr. Oliver has already conceded was more than adequate), and most of the wallboards that did contain crushing have already been replaced by the factory several months after we moved in. Why would I now notice so much additional damage this many months later?
There was other damage shown, which by this point I knew was being discounted. It was quite obvious that he knew what he was going to find, and how he was going to counter my questions prior to his arrival. When I asked him a question that he wasn't expecting, he either couldn't see what I was showing him, or had other comments to discourage me from pursuing it (do you really want me to bring this to Karen's attention? It's human nature to be paranoid, and people prey on this, so I understand why you're noticing all of these things. This is a trailer. You get what you pay for. Welcome to the world of manufactured housing. This is HUD built, not BOCA, I'm not saying that HUD is bad, but it's HUD. You didn't buy a $250,000 BOCA home. This is normal for a factory built home, you have to realize they are built in a factory and transported.) Mr. Oliver was quite personable at the beginning of the walkthrough, but his demeanor had changed by the end when he became quite adamant that he KNEW from experience and his undertones became those of an adult trying to gain compliance from a badly behaved child whom was challenging the adult authority.
The only positive things he had to say were about the foundation and set. He pointed out the I-beams and told me that was the best way to set a home such as this. He checked the concrete and told me that was more than sufficient. He said that there were a LOT of piers down there, and that the foundation and setup were overkill, which was good for me and the home. After telling me that the foundation was more than sufficient, I told him that the wall on the back side of the home seemed to be dropping (indicated by uneven window sill / back splash, and un-level counter, caulking cracking at the bottom of the backsplash along the short wall), he told me to contact my foundation guy. Huh? Since he just told me the foundation was great, and I've told him this side of the home was taking weight, and the things I'm noticing are new, how does this relate to the foundation? Just another comment designed to discourage my efforts to have a safe home for the family. He didn't take one level, no measurements except for checking the square of the window and the slider, yet he just KNOWS.
As he was getting ready to leave, he went to get the work order for me to sign. This is the point that I discovered that he was a contractor, not an engineer. As I scratched out the arbitration statement (I've never seen any such agreement, do not know what it might contain, and therefore cannot make an informed decision as to whether or not to sign it), he told me that he was the one who handled state complaints, lawsuits, etc. And pointed out that I could get anything that I wanted, but if I chose a course of action, I should be sure that I'm going to stand my ground. I took this as a veiled threat that I should think carefully about pursuing any other course of action, which I do not appreciate. Why would he feel that it's necessary to let me know that he was the one who handled such complaints, and that I should make sure I'm going to stand my ground? This comment pretty much pulled together the comments that had been made throughout the walkthrough. Am I to believe that of all the people that I've had out here, including another contractor from your factory, are all SS, all wrong and have no knowledge of what they are talking about? If this is true, that would mean that only Mr. Oliver has the ultimate knowledge about these homes, which would lead me to wonder why he, by his own admission, lives in a stick built home. He obviously has very strong opinions about manufactured homes, evidenced by his running commentary about getting what you pay for, that my home is in fact a trailer, and that it's HUD, factory built and transported. Yet, this is the man that you have handle your state complaints and lawsuits? I can see how he may be intimidating to a lot of people, but some of us do not respond well to the heavy handed manner that he uses to discourage when he realizes that the homeowner is going to be persistent in getting answers. (This would include not only WHAT he's saying to you, but his body language such as leaning in toward you, and the tone of his voice and the look on his face, which makes it quite apparent that he's getting frustrated with you and will brook no more nonsense', his dismissal of what you're saying when he doesn't have an answer, and the way he demeans your purchase and apparent understanding thereof). I'm extremely insulted by the misrepresentation of his job, the fact that he read the file on my home (by his own admission our file is quite thick) and the fact that he obviously had his conclusions in place before he arrived. My intelligence has been insulted with his many contradictions throughout the walkthrough, and by the assumption that I would just accept the fact that he KNOWS, without the aid of any tools, measurements or leveling devices. To add insult to injury, he found it necessary to demean my purchase of one of your homes, and try to shame' me into believing that my concerns are not real issues but a result of my decision to purchase a manufactured home, the way that we live in our home, and issues that I was ignorant of. It was obvious that he was upset when I scratched out the arbitration statement, as it was at this point he let me know that I should choose my course of action carefully, and that he himself did the inspections for state complaints and lawsuits. While I thought that he was here to analyze the problem, and help both of us to get to the bottom of the damage, I now realize that he was here to let me know that if I don't take what I can get, there will be consequences. His meaning was received, understood and rejected.
I apologize for the length of this letter, but I've been working with you, sending you all the information that you request, allowing your contractors into our home, and maintaining a polite, business like attitude throughout, and I am extremely upset that I've been treated in this manner. This visit' indicates to me that you know that there's a problem in my home and you are worried about the outcome. Why else would you send up a contractor under the guise of an engineer, who made it abundantly clear that he was going to contradict 6 other people's opinions, dismissing them for doing the same job that he's supposed to be doing. Mr. Oliver would have no reason to make the comments that he made, change his story whenever he couldn't come up with an answer, or try and convince me that he just KNOWS, unless these tactics have been successful in the past with persistent homeowners. I believe that I'm owed an apology for the treatment that I unjustly received as well as a straight answer as to whether or not it is the intentions of the Company to settle this problem in good faith, minus the tactics that were used yesterday. I truly believe in the best of people until I've been shown otherwise, and yesterday was a strong indication that being trusting isn't always the best course of action. Your company's reputation for quality, service and customer care have been a primary reason for placing my trust in you to get this situation resolved, but if your reputation has been maintained by tactics such as those used by Mr. Oliver, then I have to question whether my loyalty and trust have been misplaced due to misinformation. The input that I receive from you in regards to this will weigh heavily in my upcoming decision on how to proceed.
Sincerely,
As you can see, I was not pleased.
The insurance company has now sent out a structural engineer (I currently have a hole in my ceiling that is 4 ft.By 15.5 ft, which served as access for him to see into the roof system. This hole makes it very difficult to cool our home, but we've been advised not to have the ceiling put back in place until a determination has been reached on what needs to be done.) The factory is now waiting' for the engineers report, since his findings were so different from those of our own inspector' (IE: Mr. Oliver). Although I have now sent pictures showing what's in the roof (broken trusses, bracing, gussets coming apart, poor repairs done by the factory's previous contractors, trusses sitting an inch BELOW the roof sheathing, the header failure over the sliding glass door, damage to the flooring under the door and at the top of the door due to a poor caulking job during the build), as well as the MANY other pictures that they've gotten from me and their own contractors, Ms. Zylman is insistent that they have a copy of the engineers report to verify the damage because Mr. Oliver's opinion differed from the engineers. It is now 15Jul2.5 months from when we started this ordeal, and cooler weather is fast approaching (which will make repairs more difficult). The engineer's report is still at least 2 weeks out, which means that we will not have a ceiling for some time yet, and repairs will not begin for at least 4 more weeks if we're lucky. The manufacturer has conceded that our home has required many repairs, and that the things that I currently have complaints with are the same things that I have reported since we moved in. Your home is the most expensive purchase that you will ever make, and I feel that you have the right to expect that it will last for more than 2.5 years. I would further expect that you can place your faith in the company that builds your home to stand behind it's product. The current bids for repairs on my home exceed the price that I paid for the home.in speaking with the service dept. Of Dutch housing/Fortune Homes/Champion Homes, I advanced with the thought that perhaps it would be more cost efficient, given the number of repairs this home has already had, to simply replace the home with another, rather than repairing the damage that is apparent. I've advanced the possibility that hiring local contractors to do the repairs would also be cheaper than sending up their own crews (take into consideration whether you would trust the crews that have already done poor repairsex: fixing a truss by placing a 2X4 on one side of it, or leaving water damage unrepaired when the floor was already exposed). My main concern is having my home safe and repaired before winter rolls back into Northern Michigan, giving me the security that my children will have a place to live. It's my position at this point that the manufacturer has now discovered that I got a lemon', and they don't want to stand behind their product now that they are faced with the expense. I have provided the company with the documentation of several contractors, pictures of the damage (as well as the pictures taken by their own contractors), shown much patience in all the dealings with the manufacturer representatives of my home, and always tried to maintain a polite manner with them. Despite the MOUNTAINS of information that they have rec'd, they want a copy of the engineers report that was commissioned by my insurance company, because it differed from the ONE opinion of Mr. Oliver. No weight was given to any of the other contractors opinions (including their own contractor sent out previous to Mr. Oliver). I feel that my concerns have been minimized, and that the opinions of all the other professionals that I've taken the time to walk through my home with, have been discounted. As you can see by the letter that I sent Ms. Zylman, Mr. Oliver's purpose in my home is quite obvious, he gave them the answers that they wanted to hear, and his opinion is to be taken above all others. Common sense tells most people that when you have several voicing one opinion and only one voicing another, it would seem prudent to move forward on the opinion of the majority, and discount the ONE that is so noticeably different. The situation at hand with my home is a safety issue, a major defect, not a cosmetic complaint. There are several children involved who are being put in danger due to the severity of the damage, yet, despite all of this knowledge, the manufacturer continues to want more information, rather than taking the information that it has and reaching a resolution to make my home the safe haven that it should be.
In closing, I have to say first, that it pains me to have to write this. I feel foolish both for the fact that I THOUGHT that I had done adequate research prior to purchasing my home, and second because I blindly put my faith into a Company that I assumed backed up their product (which now seems to have been the wrong thing to do, as I feel that they are looking for ways to either discourage me or stall me off on the needed repairs and/or replacement of my home). Despite my embarrassment, I hope that my experience will help someone else avoid the same mistake that I have apparently made. I also have a few words of advice to those currently shopping for a home. 1. Research, research, research the purchase that you are contemplating. Contact other owners of houses similar to the one you're looking at. Check out the specs that are used in building your home as well as the requirements for your area to assure that the home that you want will be adequate for the area you live in (we have a HUD approved 2X2 truss system with a 30 lb load rating). Think long and hard about saving the extra money by buying a manufactured home instead of a stick built home, because as Mr. Oliver told me This is a trailer. You get what you pay for. Welcome to the world of manufactured housing. This is HUD built, not BOCA, I'm not saying that HUD is bad, but it's HUD. You didn't buy a $250,000 BOCA home. This is normal for a factory built home, you have to realize they are built in a factory and transported.
2. If you choose to purchase a manufactured home, have it thoroughly inspected when you move in to make sure that you are aware of any major problems. Had we done this in the beginning, we would have known that our roof problems were not our imagination, but a bonafide problem that needed immediate attention.
3. Document ALL the repairs reported and fixed by the manufacturer and retailer. Take pictures (again, had we done this, the truss repairs that were made would never have been made in the manner that they were).
4. Don't back down, don't take their word for it. Get an independent opinion and document it.
5. If you have a less that exemplary experience with your retailer and or manufacturer, tell others about it. If you have a WONDERFUL experience with either, let this be known as well. As a consumer, you have the power to help other consumers share in your good experiences or suffer from your bad ones, depending on how you handle your own situation. Give the Company an opportunity to resolve your situation, but beware of being taken advantage of.
6. If you find that a problem does not seem to be reaching a conclusion in a reasonable amount of time, consider other options. These options may include (but are certainly not limited to) 1. Filing a report with usacomplaints.com and other websites that specialize in consumer problems 2. Holding an open house for others considering a purchase of a like product (we are currently considering placing an open house sign at the end of our driveway inviting those that are contemplating a manufactured home purchase to walk through our home and see for themselves how these homes are built). 3. Prepare a packet for prospective buyers and others detailing work performed (or not performed), including copies of the work/service orders, Company name and location, retailers selling this product, and pictures. Make sure that you send a copy of this information to anyone that you think may be able to help protect other consumers, including local building inspectors, Senators, State Representatives, State Governor, HUD and/or other regulatory officials, and Federal officials that deal in consumer products or law making. Don't forget to send a copy of this packet to the higher ups of the Company that you have an issue with. Also include in your packet any documentation of contacts made, and the result of those contacts. (this too is under consideration by our family, subject to cost considerations at this moment).
7. If your complaint reaches a satisfactory resolution, take the time to follow up and let others know what it took to get resolution, who the key players are that deserve a 'Thank You' for their part in reaching resolution, and detailing any actions that went above and beyond your expectations in your situation. It's my own personal opinion that if you've resolved a situation then you should be as vocal about your satisfaction as you were about your dissatisfaction. Just as we need to identify companies that are less than stellar, we also need to let others know about companies that truly take care of those that have chosen their products.
I will keep you updated on the progress (or lack there of) with our situation. I would be more than happy to make pictures and other documentation available to those that are interested. I truly hope that I will be updating in the near future with the information that my home was an exception to the rule (an unfortunate situation that can happen to any company) for this company, and that the situation has been resolved in a manner that proves the commitment of this company to it's customers. If this turns out to not be the situation, then at least I have the satisfaction of knowing I might have saved another family the emotional distress of facing a situation such as ours.
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