All Square Roofing

Initial Business Response / [redacted] (1000, 6, 2014/08/17) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@allsquareroofing.com This complaint is a misunderstanding between our customer and usWe had noticed an issue on the roof after completion where there was a bump left in the roof It was a layer tear off and we had a representative climb in the attic to see what the problem stemmed fromWe felt that it was due to the house settling to where the plank roof board had settled on to a rafter board causing it to push the plank up and cause the humpWe were at an agreement at that point, with a Certificate of Completion signed, and had not known that the customer was still seeking answers to the lump in the roofThe customer was told by his insurance company that it was caused by the weight of the bundles of shingles on the roof and not the settlingAll Square was not made aware via phone or email to the issue that still remained until the Revdex.com complaint came in the mail Since receiving we have reached out to the customer and are in process of finding the source of the problem and then are going to take action accordingly to fix the humpIf it is a result of the roof going on than we (All Square Roofing) is going to fix the problem to the satisfaction of the customer, if it is not a result of the roofing project the customer is going to have a carpenter fix whatever is necessary (jacking the eaves of the house up and putting posts)It is tentatively scheduled the week for 8/18, but we are waiting for coordination with the carpenters schedule so we can all meet out and find the root cause and correct the problemAfter speaking to the customer he has apologized for filing the complaint instead of calling, and according to him he is going to try and dissolve the complaint madeThe customer just had thought we were not going to do anything about the issue, but it was my (owner of All Square Roofing) impression with the signature on the Certificate of Completion and the field supervisor letting me know that the customer only wanted a bundle of shingles and ice and water shield that we had come to an agreement on it being the house settling and did not realize the customer was seeking another opinion In conclusion, this is a complaint that would have never been filed if the customer had called in to the home office number and advised us that there was still an issue with the project that we completed and he wanted something to be done Since reaching out to the customer after finding out he was still not happy we have taken steps to find out what the cause of the problem is and if we are at fault we will be fixing the problem

Initial Business Response /* (1000, 6, 2014/08/17) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@allsquareroofing.com
This complaint is a misunderstanding between our customer and us. We had noticed an issue on the roof after completion...

where there was a bump left in the roof.
It was a 3 layer tear off and we had a representative climb in the attic to see what the problem stemmed from. We felt that it was due to the house settling to where the plank roof board had settled on to a rafter board causing it to push the plank up and cause the hump. We were at an agreement at that point, with a Certificate of Completion signed, and had not known that the customer was still seeking answers to the lump in the roof. The customer was told by his insurance company that it was caused by the weight of the bundles of shingles on the roof and not the settling. All Square was not made aware via phone or email to the issue that still remained until the Revdex.com complaint came in the mail.
Since receiving we have reached out to the customer and are in process of finding the source of the problem and then are going to take action accordingly to fix the hump. If it is a result of the roof going on than we (All Square Roofing) is going to fix the problem to the satisfaction of the customer, if it is not a result of the roofing project the customer is going to have a carpenter fix whatever is necessary (jacking the eaves of the house up and putting posts). It is tentatively scheduled the week for 8/18, but we are waiting for coordination with the carpenters schedule so we can all meet out and find the root cause and correct the problem. After speaking to the customer he has apologized for filing the complaint instead of calling, and according to him he is going to try and dissolve the complaint made. The customer just had thought we were not going to do anything about the issue, but it was my (owner of All Square Roofing) impression with the signature on the Certificate of Completion and the field supervisor letting me know that the customer only wanted a bundle of shingles and ice and water shield that we had come to an agreement on it being the house settling and did not realize the customer was seeking another opinion.
In conclusion, this is a complaint that would have never been filed if the customer had called in to the home office number and advised us that there was still an issue with the project that we completed and he wanted something to be done.
Since reaching out to the customer after finding out he was still not happy we have taken steps to find out what the cause of the problem is and if we are at fault we will be fixing the problem.