AAA 1 Roof Care

To answer some statements on the time frames, customers are warned to get other bids when we get busy if they need a faster service as we are a twenty eight year old company with a large long term customer base For that reason, bids and other services get backed up from time to time and *** [redacted] agreed to wait for the estimate when she was told of the length of time the estimate may take to complete which was three weeks for her Furthermore, when any of our customers call us and explain there is any dirt left anywhere on the property, we go back to make sure it's perfect according to our customers within to hours of the job or everyone would complain as washing a roof shoots a dirty mess out all around houses and that is promptly cleaned up Also, if a customer chooses to clean something up without calling us first, that would be a choice a customer made themselves but that does not ever happen that we know of More importantly, we were not told of any clean up issue till they had cleaned it up and we have never had a customer complain about this employee at all, ever, so we feel this mess left behind may be a fabrication The Revdex.com should know, there were skylight leaks before we did any work on the property for [redacted] and there were other roofing issues explained in writing and verbally This is why we had her sign a liability disclaimer stating she would not hold us liable on skylight leakage specifically This signature is on file and we can forward it any time to the Revdex.com at their request The statement that the skylights have never leaked is just untrue as [redacted] knows and this complaint is just a jab in the dark to have us pay for an ongoing issue she has had after agreeing to not do that We also suggested the skylight's leaks were fixed before the service as there could be additional damage due to water flow during the service but she declined at the time I was at the house doing the estimate stating she could just let it dry as she does after a hard rain, and it's always fine after it dries which is weird but this is common with some customer that don't want to pay for additional services that are needed We recommended other services to keep the roof from leaking in other areas of the roof too but those other services were declined in advance of us working on the roof as well [redacted] stated no one showed up at the house after the service as she wanted the skylights fixed but I did go by! When I was at her home this second time I again explained to her the repair the skylight needed and the repair was declined again by [redacted] due to cost! She then told Karen I didn't go by I found out at a later date and she was still trying to get Fernando out there after that maybe trying to get a better price for the repair from him? We are not sure way? To clarify a few other items in the complaint, Karen does not yell at the customers, she loves people/customers and they love her too Fernando was on the property for just under half a day, not less than a hour and a half We do have additional charges for piles of moss, fungus and debris, but only to clean it off the roof Ground clean up carries no additional charge, we just do it and do it well according to to homeowners a day we work for Here is what the bid says next to the additional charge(=Extra moss and thick black fungus takes additional time to remove from the roof surface during the cleaning process.) In conclusion, Karen did not say we were responsible for the damages These complaints are untrue We told her the price for the seals to be installed in the skylights that were never installed at the time of the installation of the skylights And the price to fix the pan flashings that were cut short by the original installers causing the rest of the leak They were not interested in spending that kind of money is what was explained but they did use the excuse of bad clean up that we never saw at all to try to get us to repair missing and/or badly installed skylights at no charge instead when these were all previous issues before we ever even looked at the roof for the first time! We will not pay for the repairs to one or both of the skylights that were installed improperly and she agreed to that in the contract she signed with us However, we can discount this repair job down for them at best as we are willing to compromise but it is probably a good idea that we both go our own ways AAA-Roof Care

*** *** called our office for a estimate to clean upthe roof and make the property more presentable for a buyer for her homeaccording to the notes from when we took her call. I, Randy W***, the estimator went out totake a look at the property where she explained the same thing to
me. When I was looking at the house I saw theproperty and home were in a general condition where maintenance was not kept upon for years. It was fully explained tothe customer that the roof was washed with high pressure in the past as I willshow what was in the estimate. The pilesof moss and debris on the roof will have made the condition of the roof worsewhen we uncover the roof due to what always happens to roofs when debris andmoss are laying on them for years, rot and deterioration. The roof also needed repairs to it immediatelydue to damage that was visible. Sheexplained to us she needed the roof presentable for the sale of the propertyand could not have interested parties with the roof having piles of debris andmoss on it and needing repairs right away due to missing roofing material. We explained it may need a re-roof but shejust wanted it to look good enough so someone would take interest in the hometoday and worry about the details later. Our estimate before we completed any work on the property was very clearabout the bad condition of the roof but she would not talk to us aboutre-roofing options. I will paste somenotes from her estimate that makes it clear we were not the ones causing damageto the roof from high pressure, it was already there as I verbally explainedthat to her and put that on the bid in writing. Our notes will also explain the roof is in poor condition and that sheis taking a chance on not just re-roofing the home but she insisted to make itlook better for now to attract a buyer, otherwise, why did she sign off onliability as you will see its very direct and only roofs in this bad ofcondition that insist on not re-roofing the home sign this statement. All the information on our estimate proves wewere completely up front with *** *** as we are with all ourcustomers. See below for notes on herestimate:First statement we put on her estimate: Charge for composition roof repair is $438.22plus tax for up to tabs if the customer has their own material. An additional charge of $+ tax willapply for searching out roofing material types with the suppliersThere ismissing roofing material and the roof cannot be pressure washed without therepairs or the application of the sealant====== You will notice we could noteven wash the roof without repairs or sealer due to the roof was in such poorcondition but she insisted in making it look better for now or no one wouldeven look at the property. There weremany other things on the property that needed to be fixed/replaced that werebroken I am sure you could see this if we got a copy of the inspection reportfrom the potential buyers inspector Wewere just trying to help her in the way she asked us to.Next statement on her estimate: The estimator noticedmissing roofing material, degranulation in the roofing material, flaws in theroofing material and areas of the roofing material that water is starting topenetrate in generalThis roof needs a sealer treatment added to the roof toslow down the process of weathering/rain water penetrating/down the roofingmaterial and may keep the roof from needing replacement for at least the next 5years--------- If water is penetrating a roof, that means it's near the endof its life as we explained to her. Thisstatement also states the sealer may and only may keep the roof from needing replacementfor years. As you will see on the nextstatement, the roof is better assessed upon completion of removing the moss anddebris as we can't see under the moss and debris. All these statements are the warnings we gaveher on site at the time of the estimate and over the phone from the office whenwe went over the estimate with her. Next statement on her estimate: Customer understands that some of the metalor vinyl siding may dislodge during the wash and some of the metal or vinylsiding may be stained/discolored and/or damaged in areas but the customer willnot hold AAA-Roof Care responsible/liable for any dislodged metal or vinylsiding, painting in general, or any leakage and/or damage in general. Please sign at the X and then print your nameon the other line------------this clearly states she would not hold us responsible/liablefor any leakage/damage in general as she is trying to do right now.......Shealso picked up the wrong materials to try to save the fee we had for shoppingand we told her we would just go pick up the materials as she blamed Karen, inour office, the morning we were to work on the home for not telling her thecorrect information about what type of materials the roof had on itThat wasinteresting because if a customer decides to pick up their own materials, theyare responsible for matching the materials with what was on their roof, notus. As a dedicated company to customersatisfaction, we went out, picked up the materials for her to help thesituation and did not charge her the fee that was due for that service asexplained in the estimate. She was veryhard to please and did not talk to our office respectfully so we explained whenshe had the material problem, as she was thinking to not have the servicesdone, that it would be ok to cancel the job. She decided to move forwardwith having us do the job anyway after she calmed down.Next statement on her estimate: Note: Estimator noticed that the roof looks likesomeone used too high of pressure while washing the roof in the past and themoss and debris caused damage to the roof but that should not cause a leakageissue if our sealer treatment is applied to the roof and the repairs areinstalled in the roof---- -------This is where we explained the roof had beenwashed with high pressure so she would not blame us for it later but she isstill trying to blame us. No, we do notuse high pressure as we would have many more complaints, someone else did yearsbefore we washed this roof and I was clear to say that in her estimate. By the way, there are no leaks in this roof,just an inspector explaining the roof needs replacing and we have not seen thatinspection report nor did she contact us before contacting and filing acomplaint with the Revdex.com.Next statement on her estimate: Estimator noticed large amounts of mossand/or debris in areas of the roof which may have caused damage and/or rot tothe roofing material so these areas condition is better assessed uponcompletion of removal of the moss.=======Once more, we were up front with herwith this note. There was additionaldamage to the roofing materials that we could not see under the moss and debrisas stated here in this note that there may be! A roofs condition cannot ever be completely assessed if there are pilesof moss and/or debris on them, that is why we explain this is a situation wherewe cannot see the roof in areas.In addition, you can see we were ethical, up front aboutevery problem with the roof we could see, we told her the roof was in poorcondition in advance of any work completed at the job and she signed off onliability in general as there were so many issues with her roof and/or propertyin general. She never explained to usshe was unhappy with the outside of the gutters as we did wash them butsometimes when they are really dirty, they do not come completely clean fromthe power wash we do to them but we would have come back and tried again forher had she called us. Our companypolicy is to clean up the neighbors yards to the neighbors satisfaction whenhouses are really close but we did not have a opportunity to do that as sheexplained the neighbor was not happy a few days later when we called her tofollow up as we do to make sure the job was to her expectations. Nothing else was mentioned at the time wefollowed up. In conclusion, We do not plan on refunding money as wecompleted all services she asked us to complete to make her house presentablefor potential buyers and explained all the problems that were pre-existing withthe roof in advance of any work completed on the property. We would like this complaint to be closed assatisfied as we were up front about everything with this customer as well asethical as we explained she could be throwing money into the wind but she toldus the property needed to look better to attract a buyer and she was not goingto re-roof so we did what we were hired to do after she signed away liability. Sincerely Randy W***, estimator, AAA-Roof Care

To answer some statements on the time frames, customers are warned to get other bids when we get busy if they need a faster service as we are a twenty eight year old company with a large long term customer base.  For that reason, bids and other services get backed up from time to time and [redacted]...

[redacted] agreed to wait for the estimate when she was told of the length of time the estimate may take to complete which was three weeks for her. 
 
Furthermore, when any of our customers call us and explain there is any dirt left anywhere on the property, we go back to make sure it's perfect according to our customers within 24 to 48 hours of the job or everyone would complain as washing a roof shoots a dirty mess out all around houses and that is promptly cleaned up.  Also, if a customer chooses to clean something up without calling us first, that would be a choice a customer made themselves but that does not ever happen that we know of.  More importantly, we were not told of any clean up issue till they had cleaned it up and we have never had a customer complain about this employee at all, ever, so we feel this mess left behind may be a fabrication.
 
The Revdex.com should know, there were skylight leaks  before we did any work on the property for [redacted] and there were other roofing issues explained in writing and verbally.  This is why we had her sign a liability disclaimer stating she would not hold us liable on skylight leakage specifically.  This signature is on file and we can forward it any time to the Revdex.com at their request.  The statement that the skylights have never leaked is just untrue as [redacted] knows and this complaint is just a jab in the dark to have us pay for an ongoing issue she has had after agreeing to not do that.  We also suggested the skylight's leaks were fixed before the service as there could be additional damage due to water flow during the service but she declined at the time I was at the house doing the estimate stating she could just let it dry as she does after a hard rain, and it's always fine after it dries which is weird but this is common with some customer that don't want to pay for additional services that are needed.  We recommended other services to keep the roof from leaking in other areas of the roof too but those other services were declined in advance of us working on the roof as well.  [redacted] stated no one showed up at the house after the service as she wanted the skylights fixed but I did go by!  When I was at her home this second time I again explained to her the repair the skylight needed and the repair was declined again by [redacted] due to cost!  She then told Karen I didn't go by I found out at a later date and she was still trying to get Fernando out there after that maybe trying to get a better price for the repair from him?  We are not sure way?
 
To clarify a few other items in the complaint, Karen does not yell at the customers, she loves people/customers and they love her too.  Fernando was on the property for just under half a day, not less than a hour and a half.  We do have additional charges for piles of moss, fungus and debris, but only to clean it off the roof.  Ground clean up carries no additional charge, we just do it and do it well according to 8 to 12 homeowners a day we work for.  Here is what the bid says next to the additional charge. (=Extra moss and thick black fungus takes additional time to remove from the roof surface during the cleaning process.) 
In conclusion, Karen did not say we were responsible for the damages.  These complaints are untrue.  We told her the price for the seals to be installed in the skylights that were never installed at the time of the installation of the skylights.  And the price to fix the pan flashings that were cut short by the original installers causing the rest of the leak.  They were not interested in spending that kind of money is what was explained  but they did use the excuse of bad clean up that we never saw at all to try to get us to repair missing and/or badly installed skylights at no charge instead when these were all previous issues before we ever even looked at the roof for the first time!  We will not pay for the repairs to one or both of the skylights that were installed improperly and she agreed to that in the contract she signed with us.  However,  we can discount this repair job down for them at best as we are willing to compromise but it is probably a good idea that we both go our own ways.
AAA-1 Roof Care