Golden Web Jewelers

Mrs [redacted] had a skylight that was reused at the time of the original roof job The skylight was NOT covered under the year warranty period due to it not being a new but a reused skylight The homeowner is currently out of the year warranty period We have tried to work with this homeowner by trying to seal this skylight twice even thought it was not covered under warranty When the homeowner was told that the skylight needed to be replaced we received paperwork and obstructions in return that it should be covered One that she had a year warranty on her roof This warranty only applies to the shingles through the manufacturer, not Big "G" Roofing & Siding, LLC.Instead of installing a new skylight Mrs [redacted] choose to reuse the existing skylight which fell under no warranty We did not supply the skylight, nor did we install it We do not warranty existing products.We have held up our end of the original contract, plus free service calls.We choose not to take on any more future work with this customer to avoid any future confrontations We would be happy to provide them with a list of contractors to assist her

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,*** *** P.S. This company has not returned any of my phone calls. In fact, when they did appear on site at my home, they said they would be in contact by that Monday, and did not call. That they decided not to follow up is news to me. That was six month's ago. Doing business with this company was shear frustration. They never updated me as to their desire not to do the warrantied work. Meanwhile, my roof is still leaking. I would never do business with this company again. I spent $with them to have my roof repaired. They initially did a tear down of the roof. All that was on the roof was the wood sheathing. To fix the roof, all they did was to apply tar surrounding the skylight on the roof, which took all of minutesIn addition, their reputation is less than acceptable in Buffalo if you review what has been said about this company one line. I have since had another reasonable and dependable contactor on site, and they said that the window (which is about $700.00), does not need to be replaced, but the flashing kit around the window needs replacement. Big "G" Roofing was inept in diagnosing the problem and failed to appear on site to follow up on work that they completed. They also failed to return my calls. If you hire a contactor to complete a job, and their work is sub par, they need a return visit to complete what they were hired to do. I was not able to even talk to the supervisor or owner of this company. They need to return my $because they never fixed the leaking problem on a roof that they installed

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The first half of their response is pretty accurate, including some basic facts about our history with them Unfortunately a good portion of their comments after the 3rd call around 5/20/are not correct My wife was at work, in school (she is a teacher) when she made that phone call, and never (and would never) use that kind of language especially in her classroom In-fact, Big G roofing became rude and aggressive with my wife and hung up on her when my wife informed them we did not expect to pay for the damage, as we did not pay for last years damage Also, during that third call, the service manage did not once mention the shingles were out of warranty, and did not mention a thing about the high winds exceeding the manufacturers wind rating My wife decided to call *** because they understand what good customer service is, and they have been pleasant to work with It doesn't surprise me that this company wants to come out of this looking like they have done everything right I get that, and I wouldn't have an issue with that if they were just being truthful Our third call this past year was the worst experience we had, and to accuse my wife of using vulgar language is absurd, especially after they hung up on her If they record their phone calls, I can probably pinpoint a very close time of day the call was made Either way,we can go back and forth with he said/she said, so I'm not sure what happens with this part going forward.I'm struggling to understand why my roof keeps falling apart starting after only years of the house being built Fortunately for us I did not have any issues the first years I don't understand how they can estimate the winds being to MPH higher in my neighborhood than near the airport I know it's an open area with more recent builds, seems convenient They state their installation was not the problem and the issue was due to high winds I do not recall stating their installation was one of my concerns I believe my initial complaint stated their product was poor in quality (and their service was poor that last time around) It is my understanding that Big G does not use the same type of shingle on their new *** homes (as they used on my home) I believe they currently use an architectural style shingle on their *** new builds Why does this company not use the other type of shingles any longer for *** builds? I am told my *** that is it is due to the high number of defective roofs and issues they have hadWhere does that leave consumers like me who are dealing with a poor quality shingle on their home?I feel stuck with this roof, and that I am going to need it fixed every year I still have no idea what kind of warranty came with my roof I see missing shingles on houses in my neighborhood, but not slabs missing like what I've had to deal with Other than having to pay thousands of dollars on a new roof for my year old home, what other options do I have? I just don't want to deal with this every year until I have my roof completely redone.Thank you for you time.Regards,*** ***

Mrs. [redacted] had a skylight that was reused at the time of the original roof job.   The skylight was NOT covered under the 5 year warranty period due to it not being a new but a reused skylight.  The homeowner is currently out of the 5 year warranty period.  We have tried to...

work with this homeowner by trying to seal this skylight twice even thought it was not covered under warranty.  When the homeowner was told that the skylight needed to be replaced we received paperwork and obstructions in return that it should be covered.  One that she had a 25 year warranty on her roof.  This warranty only applies to the shingles through the manufacturer, not Big "G" Roofing & Siding, LLC.Instead of installing a new skylight Mrs. [redacted] choose to reuse the existing skylight which fell under no warranty.  We did not supply the skylight, nor did we install it.  We do not warranty existing products.We have held up our end of the original contract, plus 2 free service calls.We choose not to take on any more future work with this customer to avoid any future confrontations.  We would be happy to provide them with a list of contractors to assist her.

To whom it may concern,The owner of the above address built a home with [redacted] Homes that closed on 6/29/2010.  They selected the shingles and color that were to be installed on their home and they were installed as per the manufacturers specs. The shingles manufacturer's specs are attached...

which has a wind rating up to 60 MPH.  The above referenced  address is located in a very windy high wind zone as is all the other houses in the particular area.  The winds and wind guts often exceed 60 MPH.  We use the airport as a gauge for all wind related issues or claims.  In normal conditions the wind speeds in this neighborhood are at least 10-15 MPH or higher than the airport reading due to the wide open landscape of the neighborhood. The first (almost) 4 years the above homeowner had NO issues with the roofing shingles blowing off their home.  we received a call around 3/4.2014 regarding shingles had blown off the roof due to excessive wind speeds and guest.  The homeowner was given an estimate to repair said wind damaged roofing at an extremely discounted rate due to OUR close relationship with the Builder and their customers.  Homeowner agreed to price and that this repair was caused by heavy winds which exceed the manufacturer's wind rating at that time.  Work was performed and homeowner was billed on 3/18/2014.The second call came in on or around 3/7/2015.  When we looked at the wind damaged shingles reported on this day, it was close to the same area that was repaired previously.  At which time Big G Roofing made the decision to cover these repairs at NO COST to them as a courtesy to both the homeowner and the builder.  This wind damaged shingles were replaced and hand sealed to assure a good seal at this was the windiest side of the house.The third call came in on or around 5/2/2016.  Our service coordinator happened to be in the area when the call came in and he stopped and walked the above address and hand delivered a business card to either Mother of owner or Babysitter and told them to have the owner call him so they could discuss options.  During the first part of the conversation it was explained to them that the wind rating has been exceeded and the home is out of warranty but again as a show of good faith to our builder and their customers she was offered another heavily discounted rate of $75.00.  At this point in the conversation she became very rude and told out service manager that "Big G Roofing did a st job" and she wasn't going to deal with him anymore and was going back to the builder. The service manager once again explained that her home was out of warranty and that the winds exceeded the manufacture's wind rating and that the builder would most likely refer them back to Big "G" roofing.  The homeowner was still being aggressive and rude to the point that she was told to call [redacted] or another roofer at that point.Big G Roofing was then contacted through the builder to service walk the entire roof for wind damaged shingles.  To bill the homeowner directly and not to exceed $100.00.  As per their conversation with the above homeowner.  The work was completed on 5/20/16 and homeowner was billed directly as per builder, as per work order #211860C.The above roof has been checked for defects as the homeowner complained that the roof was defective.  when the roof was inspected it was found that the roof WAS NOT defective and it's the heavy gust of wind causing these issues.  As you can see in the pictures provided the wind is literally tearing and ripping the shingles in half.  This is clearly a high wind issue and NOT an installation concern.  we feel that we have given this homeowner nothing sort of a great customer service.  Calls were returned in a timely manner, second service call was covered free of charge and the third and latest call they were given even a bigger discount due to out loyalty to our Builder and their customers.  we understand the homeowners concerns and have made every effort to work with them in their time of need.  Their warranty through us and their builder has expired and they can feel free to use any roofer they so choose to.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[They refer to the product that was used was not suitable then why would they agree to install this product in the first place knowing it is a high wind area.They blame product but not installation of product then why was there leakage to my interior roof that they came and repaired per my provided complaint. The installation from the beginning is at fault causing the damage to the interior ceilings and continual shingle loss. ]What are they doing to rectify this situation and why are they not responsible to vehicle damage??
Regards,
[redacted]

Attached, please find data of the wind speeds for the past (six) years that wasprovided to the townhome association that have exceeded the manufactures warranty39 times on the roofing product used on Ms. [redacted]s home, and that has been used inthe Western New area for the last 70 years.As far as the...

repair to Ms. [redacted]'s car, Big "G" Roofing & Siding, LLC., cannot beresponsible for "Acts of God" during an 80mph wind storm in WNY.If you have any further questions, please feel free to contact us at [redacted]Sincerely,Gary [redacted]