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Business Response to a Complaint Complaint ID#: [redacted] Company Name: Masters Roofing, Inc Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Response: I must say I was disappointed to see that a complaint was filed so quickly with the Revdex.comI was happy to take care of these concerns, but feel that I was not given an opportunity to resolve the situation before the complaint was filedIn addition to the quick complaint, there are a few statements in the complaint that are misleading or inaccurateI cannot mention every one, but I will review a coupleOne such comment was: "They asked for more than the contracted stated and I paid it." There was justification for the extra chargesWe discovered there were two hidden layers of shingles on the low slope section, in addition to a large amount of rotted plywoodThese extra roof layers were actually hidden under the plywood which is not common practiceThat is why they were not detected upon the initial inspectionIt was also not possible to detect the rotten plywood beforehand as the top roof layer must first be removedThis is why the contract states there will be an additional charge for any wood replacement that is requiredYou also state that; "I complained about the color before I wrote the 10,check"This is not accurateDuring the walk around, after the roof was completed, nothing was said about the drip edge colorWe like to ensure the customer is happy once the roof is completed, which is why we addressed any concerns immediately after the roof was completeThe only concern brought to our attention was the seam in the drip edgeWe explained that these seams are and only present where two pieces of drip edge joinHad this concern with the drip edge color been mentioned at that time, we would have taken immediate action to resolve the problemThis complaint to the Revdex.com was made before I had the opportunity to resolve the issueThe day this issue was first brought to my attention (5/3/16), is the same day the complaint was filedAs you can see, I was not given an opportunity to resolve this concernOur strong reputation and workmanship are just a few of the reasons as to why someone outside of our company referred you to usBeing a small business, we truly strive to ensure every customer is satisfiedHowever, it is very difficult for us to do this if we are not given the opportunity to do so Sent on: 5/17/8:45:PM

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Masters Roofing Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Response: We have been in communication with the homeowner and were officially able to resolve this issue on 06/02/We provided the homeowner with some color samples of drip edge and allowed him to choose the color he preferredOn 06/02/16, we replaced the drip edge in question with the new color chosen by the homeownerThere was a certain area of the roof where the drip edge was permanently adhered and could not be removedWe anticipated this and were able to manually paint the drip edge in this area to match the color chosen by the homeowner Sent on: 6/21/8:36:PM

HiI reviewed a letter stating the roofing company had completed there work[redacted] Yes they did.The Revdex.com did a great job.Thank you so muchVery satisfied

Business Response to a Complaint Complaint ID#: *** Company Name: Masters Roofing, Inc Company Contact: *** *** Company Phone: ###-###-#### Company Email: *** Person Who Sent the Complaint: *** * *** Staff Member:
Response: I must say I was disappointed to see that a complaint was filed so quickly with the Revdex.comI was happy to take care of these concerns, but feel that I was not given an opportunity to resolve the situation before the complaint was filedIn addition to the quick complaint, there are a few statements in the complaint that are misleading or inaccurateI cannot mention every one, but I will review a coupleOne such comment was: "They asked for more than the contracted stated and I paid it." There was justification for the extra chargesWe discovered there were two hidden layers of shingles on the low slope section, in addition to a large amount of rotted plywoodThese extra roof layers were actually hidden under the plywood which is not common practiceThat is why they were not detected upon the initial inspectionIt was also not possible to detect the rotten plywood beforehand as the top roof layer must first be removedThis is why the contract states there will be an additional charge for any wood replacement that is requiredYou also state that; "I complained about the color before I wrote the 10,check"This is not accurateDuring the walk around, after the roof was completed, nothing was said about the drip edge colorWe like to ensure the customer is happy once the roof is completed, which is why we addressed any concerns immediately after the roof was completeThe only concern brought to our attention was the seam in the drip edgeWe explained that these seams are and only present where two pieces of drip edge joinHad this concern with the drip edge color been mentioned at that time, we would have taken immediate action to resolve the problemThis complaint to the Revdex.com was made before I had the opportunity to resolve the issueThe day this issue was first brought to my attention (5/3/16), is the same day the complaint was filedAs you can see, I was not given an opportunity to resolve this concernOur strong reputation and workmanship are just a few of the reasons as to why someone outside of our company referred you to usBeing a small business, we truly strive to ensure every customer is satisfiedHowever, it is very difficult for us to do this if we are not given the opportunity to do so Sent on: 5/17/8:45:PM

Business Response to a Complaint Complaint ID#: *** Company Name: Masters Roofing Company Contact: *** *** Company Phone: ###-###-#### Company Email: *** Person Who Sent the Complaint: *** * *** Staff Member: Response: We have been in communication with the homeowner and were officially able to resolve this issue on 06/02/We provided the homeowner with some color samples of drip edge and allowed him to choose the color he preferredOn 06/02/16, we replaced the drip edge in question with the new color chosen by the homeownerThere was a certain area of the roof where the drip edge was permanently adhered and could not be removedWe anticipated this and were able to manually paint the drip edge in this area to match the color chosen by the homeowner Sent on: 6/21/8:36:PM

HiI reviewed a letter stating the roofing company had completed there work.***Yes they did.The Revdex.com did a great job.Thank you so muchVery satisfied