All Climate Roofing Inc. DBA All Climate Painting & Waterproofing

We installed a new roof on Mr. K[redacted]'s newly purchased house in July 2015. He was still living at another house while we were doing the project. So most of the communications were done via phone and email. Mr. [redacted] emailed his approval on the "original roofing contract", "Solar Tube,...

Dormer, Gutter Contract" before we started the project. The amount of these work detailed as follows                               - Roof Replacement: $11,870                               - New Fascia (70'): $670                               -Gutter:$ 1,270                               -Solar Tube: $820                               -Roofing Vent (4 Dormers) : $600                              Total: $ $15,230                   There is no disagreement on the above charges.After we removed existing old roof, we discovered several areas of wood damages that need to be fixed.  All the additional work were explained to Mr. K[redacted]. They were all necessary based on his roof condition, nothing more and nothing less. Mr. K[redacted] approved all the additional work via email or phone.The additional work including the following:      -Plywood Removal & Replacement:  $4,800                -Shiplap Removal & Replacement:  $1,755                                     ...⇄                                         ...⇄        -Outriggers: $600                                      ...⇄                                         ...⇄        - Additional Fascia: No charge                                     ...⇄                                         ...⇄        -Rafter Installation: No charge                                     ...⇄                                         ...⇄        -Rafter Sistering:  $420                                      ...⇄                                        -Fascia Painting: $1,500The problem with Plywood cannot been seen during the roof inspections. It can only be observed after the shingles and underlayment were removed. Charles explained to Mr. K[redacted] about the problem. Mr. K[redacted] approved it via email. In our original proposal, we stated  " Remove damaged plywood and install new plywood at $89/sheet. " Because we need to replace approx. 100 sheets of plywood, we offer total price $4,800 for 100 sheets. Charles recommended sanding and painting fascia based on the condition of fascia after the edge metals and roofing materials were removed. We noticed some areas of the fascia where were previously covered by edge metal and roofing materials were very deteriorated. So Charles recommended to sand and paint the fascia for protection. Mr. K[redacted] approved it.Mr. K[redacted] did pay for the plywood and fascia sanding/painting.  Mr. K[redacted] approved the rest of the additional work  verbally. However he disputed it after we completed the entire project.The disputed amount of $2,775 consisted of  charges for the work done on shiplap, outriggers and rafter  in the area at front of the house near  garage Apex. The shiplap was damaged and not extended long enough to the next rafter to provide strong support to the fascia. Previously there was a pillar in the area but was later removed. So we need to aid support by installing new shiplap and extending the shiplap to the next rafter; adding 2 outriggers at each side and sistering the rafter. Charles explained to Mr. K[redacted] the situation over the phone, Mr. K[redacted] told Charles " Do what you need to do and get it done right". The next day, Mr. K[redacted] came to the job site and saw all the work we did in the area. He seemed to be happy and asked us to send the additional work order. We sent Mr. K[redacted] the additional work order and invoiced him all the charges for the wood work. The following is the first emailed invoice, requesting him to pay for all the wood work completed.After we sent Mr. K[redacted] the additional work order, Mr. K[redacted] was "very unhappy" with the price. He wanted us to "do something with the price". Then Lucy called him and offered him a discount of $435 by taking off the charge for additional 40ft of fascia. Lucy emailed Mr. K[redacted] the reduced charge for the wood work as below.Mr. K[redacted] agreed on the phone and he told Lucy that he would stopped by the job next day to pay for all the wood work. The next day, Mr. K[redacted] did stop by the job site and made a payment of $8,707 by credit card.We completed the job on July 16th. Having us waited for over 2 weeks,  on August 3rd, Mr. K[redacted] sent us a email demanding us to deduct $2775 from the final bill, stating that he had never approved that part of the additional work. One month and half later, on September 2nd, he finally sent us the final payment with deduction of $2775. Our questions to Mr. K[redacted] are : If you sincerely and honestly disapproved additional work of "shiplap/outrigger/rafter", should you had stopped us or questioned us while we were working on it?  When we sent you an invoice for all the additional work including the disputed amount of $2775, should you had brought this issue to our attention, or refused to pay for that amount at that time? Instead, you paid for the full invoice amount for wood work, no questions asked, then denied it 2 weeks after we completed the job. This simply does not make any sense!! It is obvious from the email communications that we have made it very transparent the cost of all the items included the additional wood work while we were working on the project.Here are clarifications on other issues raised in the complaint:"Double charging credit card"- When Mr. K[redacted] stopped by and swiped the credit card to make the payment of $8,707. Apparently due to an error at swiping, the charge went in twice. Lucy discovered it after a few days and contacted Mr. K[redacted] right away. Mr. K[redacted] asked us to refunded it. Lucy refunded the unintended charge of $8,707 immediately.  However, Mr. K[redacted] kept blaming All Climate Roofing for this error, making it sound like All Climate Roofing trying to purposely double charge him."All Climate Roofing did not clean up. Found nails"- We always do a very thorough cleaning job at end of every day and at end of every job. We use magnetic nail pickers to pick up nails around the house. We could have missed some nails. However, there were general contractor and other tradesman working on the property as well while we were doing the roofing project. " Left direct TV dish at patio, has to pay to dispose"- Usually customers call the Dish company to re-install the dish back after we complete the roof. Mr. K[redacted] never told us to throw the dish away. We would never throw away the dish or any other customers' properties on our own unless customers ask us to do so.Mr. K[redacted] tried to portray us as a dishonest and unethical business. All the facts above have pointed to a very different conclusion. Mr. K[redacted] took advantage of a local family business. We would be very happy to resolve all the dissatisfactions and concerns he had, or work with him on the pricing if he had financial difficulties while we were working on the project. Instead he misled us to believe that he agreed to everything, and deliberately waited until 2 weeks after we completed the project to suddenly send us a letter denying what he had agreed to. He had not only had us waited for over one and half month for the final payment , which we had worked very hard to earn. In addition, he had refused to pay for the full amount he had agreed upon.  Fortunately and thankfully, Mr. K[redacted] is a rarity. Otherwise, we would not be able to stay in business.We have operated our business on the basis of honesty, good customer service and high quality workmanship. We have thousands of satisfied and loyal customers in the local communities. We will be happy to provide any further reference and information if requested.Thank you for your time and attention in resolving this matter.L[redacted]###-###-#### All Climate Roofing Inc.

Complaint: 11024149
I am rejecting this response because:To
Whom It May Concern.
 
They are correct in
stating that most correspondence was done via email or phone. Per their
request, I sent an email approving the original amount for the job
. 
All Climate
Roofing(ACR) had full access to do two roof inspections. On the first
inspection ACR advised that 250-275 feet of plywood would need to be replaced.
On the second inspection there was no mention of any plywood that needs to be
replaced. Charles went as far as verbally saying that "very little if any
plywood would need to be replaced; at $89/sheet"
 
Once the work was
started Charles called me and advised me that all of the plywood needs to be
replaced. I asked him why he made the above statement about little to no plywood
needing to be replaced. His response was that, "we don't know until we
open up the roof."  I asked him again, why he would make the above
statement to me when he wasn't sure of the plywood condition. Because my roof
was exposed, I reluctantly agreed to the charge of $4,800. After our
conversation, ACR immediately sent me an email asking for my approval of the
new charge; I replied and approved. 
 
In our original
contract; ACR knew they would be adding fascia board to the rear of the house.
ACR should have mentioned that the new fascia needed to be primed, painted,
sanded, and treated. And a good business man would have advised that there is a
chance existing fascia would need work. In their response to the Revdex.com, ACR
advised that some of the fascia was "very deteriorated." If it was
that bad, why wasn't it noticed in the first two inspections? But because
gutters were going up and I needed the fascia treated, I approved the work. ACR
sent me an email asking for my approval, I replied and approved
 
ACR also added fascia
on the east side of the house without approval. ACR originally advised my wife
that the fascia on the east side of the house was sun damaged but did not need
replacement. ACR then replaced it anyway, I disputed that charge and they
removed it.
 
7-11-15 I was doing a
walk around with ACR and he pointed out all of the work that he completed on
7-10-15. ACR also pointed out additional work that I never approved. On 7-12-15
at 11:20pm I received and email with two invoices stating,”please acknowledge your understanding and
approval via email". 
 
Then on 7-13-15 I
received another email from ACR asking, “did you have time to review the
additional work order?”
 
To this date, I have
never approved the $2775 worth of work. If ACR was saying that we had a verbal agreement
why did they want email verification? And, why did they have me send an email
verification/approval on all other changes? 
 
Per their contract, “in
emergency situations when both parties could not sign written agreement upfront,
verbal agreements need to be reached before work is started.” ACR was not
following their own contract, there was never an emergency situation that would
have warranted them doing $2775 worth of work.
 
I did make ACR wait for
payment due to them double charging my credit card. Although they refunded it;
it took several weeks for the charge to be removed. I then refused to pay the
wrong bill that they sent me. They sent me Kurt and Sue Lomax’s bill. I then
advised them that I would pay the correct bill if they send me a letter
detailing my credit card being double charged. By them double charging my
credit card, I exceeded my limit and it was reported to the credit bureau. They
then took their time sending the letter that I requested; once they sent it,
they misspelled my name. Once I received the letter and my card was refunded, I
immediately sent them payment.
 
No other contractors
were on site doing exterior work and no one was using the nails that ACR was
using.
 
I also contacted Contractors
State License Board(CSLB)and they also felt that ACR was in the wrong. CSLB
also found multiple issues with their billing and book keeping practices. ACR
was in violation of several Business and Profession Codes. That is why I no
longer have to pay the $2775
 
From the beginning of
our dispute with ACR, my question has always been; please show me where I approved the $2775 worth of additions/charges?
Every other addition/charge is documented via email (I have every single email
as proof). Why is this one not documented? Because they did work, and then
sought approval.
 
ACR saw all the
additions to the house and felt that they could slip charges in and we would
not care. 
Regards,
D[redacted]