Advanced Exteriors

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

*** will be contacting Ms*** next week to set up an appointment to do the repairs

Complaint: ***
I am rejecting this response because: Ryan did visit my home and was very apologetic about the circumstances He has promised to schedule repairs ASAP However, until the repairs are made, the complaint will be remain "open" and unresolved
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/10/21) */
Contact Name and Title: [redacted], Co-Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@advancedstl.com
Customer hired us to complete his roof due to storm hail damage. Customer's roof normally would take 1 day to complete. Upon...

starting job it was discovered that the roof was actually a 2 layer roof where the edges of the underlayer were removed and undetectable to us and the insurance adjuster prior to starting the job. We explained this to homeowner in person showing the pictures and they said they understood. We have photo evidence as was necessary to submit to insurance to get paid for the additional layer removal. Customer was paid by insurance to replace gutter covers but chose not to replace them so we removed and reinstalled in a professional manner excepting the previous hail damage and natural fading. All other work was completed as promised and customer paid us in full on 9/21/15 stating complete satisfaction. No further contact with customer was received until this complaint. Upon seeing complaint we spoke with customer about the complaint and there was no reasoning. Unless we paid for his gutter covers he would not remove the complaint. We do not understand the reasoning for stating we had delays as the customer requested we delay installing the roof until after a certain date which we complied with. In addition, we expended significant time rescreening and tracking down his custom screened in porch manufacturer in order to complete the rescreening of the porch room which insurance only partially paid for and we didn't charge him extra for. During the job we had nothing but positive gratification from the customer and all calls were returned no later than 24 hours. Regardless, Customers stated issues do not have anything to do with gutter covers.

[redacted] with our company has spoken to [redacted] about the complaint.  I explained the issue was due to a clerical error in our internal system in which we were not getting his correspondence.  We have fixed the error and are more than happy to make the necessary repairs.  [redacted]...

was very nice and understanding and is willing to remove the complaint so long as we come out and perform the work.  I will be out to his home tomorrow to assess the damage and schedule the repairs.

The project manager for this job, [redacted], had been out on extended sick leave since early January 2016 and ultimately never returned as is no longer a part of the company. Unfortunately, others within the company were not aware of any specific commitments that he did or may have made. However, once...

[redacted] and [redacted] came out to look at the 1 year punchlist we explained to Ms. [redacted] we would schedule her work when we had an opening in [redacted]'s schedule. [redacted] did not and will not have an opening in his schedule for a few more weeks, however, we will get to this work at that time. Obviously there has been less than perfect communication on our part for which we are sorry. We have experienced high work volume from emergency work but have never intended to not complete this work. We will report back when the work for Ms [redacted] is finished.

We did replace the roof. The roof was not leaking in 2016 due to Advanced's work. When we went to inspect the leak it revealed that the siding against the roof (where dormer meets roof) was clogged with debris as the siding was installed too close to the roof allowing debris to lodge and create a...

water dam situation. [redacted] did clean out the debris and came back the very next day and applied calking to the siding to reduce the ability of debris to get lodged and create a water dam. This was done at the time as we said we would do and at no cost to homeowner even though it was not our obligation. Homeowner will need to submit whatever form they are referring to. We have not seen the form. If submitted this week we will get it turned around immediately. Please note that Advanced closed its doors and no one will be available after Friday of this week. We have also closed the Revdex.com account as such.