Complaint: ***
I am rejecting this response because:The repair work was not carried out to our satisfaction and was not as we agreed to but we needed a watertight roof and therefore decided to live with the very unattractive job that was done in However this was and is not our dispute with Torys Roofing The "Torch on Polyglass" roofing material was not correctly applied.First, an undersheet has to be applied to the plywood roof with special plate nails(This is to protect the plywood from burning during the torching process) then the "Torch on Polyglass" product has to be torched down onto the undersheet This product has a shiny coating of tar with large lettering on the underside When the product is correctly torched down, none of the shine or the lettering will be visible as it will have melted onto the undersheet As is shown on the photos, the shine and the lettering was visible on most of the product that slid off the roof and there were nowhere near sufficient plate nails holding down the undersheet.We have more large roofs and rooflets that have this same repair job and we want compensation in order to properly install or reinstall the product.We have contacted the manufacturer who is evaluating the application of their product.I am Jeanne T*** I was not hostile I was very concerned because rainwater was pouring through our roof I called Torys roofing to report the damage A pleasant lady called back the next day to say that they would not be coming to inspect their workmanship I was surprised I do not "do" hostile, it is not beneficial to any situation The personal comments made by Torys Roofing are inaccurate and have nothing to do with our claim We have not been "trying to get them to pay for the roofing since 2014" we have had no contact with them since Mike Tory agreed to the lesser cost Francis Robiniol from *** *** has not been to see the damage, we have been dealing with his son. Torys know this area well, they chose the product and if they thought that it would not withstand the weather they should have informed us or suggested another product.Please keep this complaint open as we await the report from the manufacturer which we will forward to you
Sincerely,
Hans W***
Aloha!After receiving this complaint, we immediately scheduled a follow up appointment with Mr*** for our Project Superintendent as well as our Project Coordinator to meet with him on the jobsiteAfter discussing with Mr*** his concerns, it was determined that there was a communication
misunderstanding about our Contractor WarrantyMr*** was under the impression that if his roof leaked, we would not take responsibility for it and not make repairs to itWe assured him that that was incorrect, and that should his roof suffer water infiltration (aka roof leaks as specified in the warranty) that ***'s Roofing would make any repairs as long as his roof was not tampered with in any way by himself or anyone elseWhen he originally called (prior to filing his complaint), we sent a foreman out ** his property ** inspect if there was in fact any roof leaksAs there were no visible leaks, our foreman proceeded to perform a water test ** t** and simulate a leak; if there was oneThere was no water infiltration after performing the water test so the foreman told him there was nothing ** fixFrom there, the conversation might have been miscommunicated, leading Mr*** to think that we would not hold up our end of the warranty should his roof leak. As of Monday, November 2015, according to *** *** our Project Superintendent, the miscommunication has been cleared up and Mr*** is content with the issueThe complaint has been resolved. If you have any further questions or concerns, please feel free to call *** ***, *** *** or *** *** at ***. Best,*** ***
From: Sandra T*** [mailto:***@gmail.com] Sent: Tuesday, February 21, 4:PMTo: Kaina K*** Subject: Regarding Complaint #***Hi Kaina!Please see my additional response to the complaint below: After further inquiry, we have spoken to the
insurance representative for MrW*** and have been informed that he received the total amount to cover the entire work provided by Tory's Roofing, however, we have NOT been paid in full for the work completedFuthermore, we called and spoke to Francis, the owner of *** *** and he informed us that his son, Ariel, went to inspect the roof damage as mentioned by MrW*** in his complaintHe verified with us that it was NEVER communicated to MrW*** that the "sheeting applied in had not been torched down" as mentioned in the complaintIn fact, he confirmed with us that this is a case of wind damage, and had NOTHING to do with the installation of the roofing done by Tory's Roofing. Based on the information gathered by our conversation with *** ***, and our previous issues with this customer, Mike Tory will not be going out to further inspect this roofIt is apparent that MrW*** is inaccurate with his information and complaint. Thank you,Sandra
This was for a repair work done in 2014. The owner contacted our company requesting an emergency repair. We issued a proposal to do work, the owner agreed to all terms of the contract and signed for work to be performed. We did the work as specified in the contract. This is a special case, because the owners roof has shingles applied to it, but the shape of his roof isn't standard to installing shingles on it. There is no pitch, the roof is a curved shape. Shingles are normally installed to a roof with a pitch. However, the owner was aware of this and signed for the work to be done. The work was performed and the owner was satisfied with the work until someone in his community made a comment that "his roof looked like a bald head." At this point, the owner suddenly became distraught with the "appearance" of his home. We have correspondence from the owner stating that he was unsatisfied with the "look" of his home after the roof was done. The owner failed to pay the full balance of the work he signed for. The total balance for both contracts signed totaled $17,880.00 and he only paid $10,000.00. At this time, before any wind damage complaint, or any problems being specified in his complaint to Revdex.com, the owner was refusing to pay for the complete work done because he was unsatisfied with the "look" of the roof. In February of 2017, Jeanne T[redacted] called our office very hostile to our staff demanding that someone come out to fix their wind damage on their roof. First, the work performed and as specified in the contract they signed only had a 1 year warranty due to the fact that it was repair work. So, technically the warranty has been expired yet she was demanding someone come out and fix it ASAP. However, because the owner failed to pay the full completion of their invoice, we even more so turned down the work as this person has an outstanding balance of $7,880.00, and advised her to contact her insurance company. Now at this time, the owner is claiming that the installation of our original work was faulty. To address this complaint, Mike T[redacted] will coordinate with the owner to come out and take a look at the installation he is claiming was at fault. If the roof was improperly installed, it will be evident by the shine of the bottom side of the roofing material and we will be responsible for that. We do not agree with the complaint that the roof was installed improperly, but to remedy this complaint will send Mike T[redacted] out to do an analysis of the installation. This customer has been trying to get us to pay for his roofing since 2014 when he originally complained that he wasn't satisfied with the "look" of it. We wrote off the balance of his invoice that he refused to pay of $7,880.00
We received a letter in the mail from Jean Funada on April 13, 2017 saying that she was unsatisfied with the condition of her roof. After researching this project, we found that the last time she called us was in November of 2016. This was immediately given over to our Production team who then...
immediately contacted her to schedule an appointment to discuss her concerns. The meeting was set for Monday, 04/17/17 at her property. Any additional information on the actual discussion in the meeting can be updated here if necessary. Aloha
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: ***
I am rejecting this response because:The repair work was not carried out to our satisfaction and was not as we agreed to but we needed a watertight roof and therefore decided to live with the very unattractive job that was done in However this was and is not our dispute with Torys Roofing The "Torch on Polyglass" roofing material was not correctly applied.First, an undersheet has to be applied to the plywood roof with special plate nails(This is to protect the plywood from burning during the torching process) then the "Torch on Polyglass" product has to be torched down onto the undersheet This product has a shiny coating of tar with large lettering on the underside When the product is correctly torched down, none of the shine or the lettering will be visible as it will have melted onto the undersheet As is shown on the photos, the shine and the lettering was visible on most of the product that slid off the roof and there were nowhere near sufficient plate nails holding down the undersheet.We have more large roofs and rooflets that have this same repair job and we want compensation in order to properly install or reinstall the product.We have contacted the manufacturer who is evaluating the application of their product.I am Jeanne T*** I was not hostile I was very concerned because rainwater was pouring through our roof I called Torys roofing to report the damage A pleasant lady called back the next day to say that they would not be coming to inspect their workmanship I was surprised I do not "do" hostile, it is not beneficial to any situation The personal comments made by Torys Roofing are inaccurate and have nothing to do with our claim We have not been "trying to get them to pay for the roofing since 2014" we have had no contact with them since Mike Tory agreed to the lesser cost Francis Robiniol from *** *** has not been to see the damage, we have been dealing with his son. Torys know this area well, they chose the product and if they thought that it would not withstand the weather they should have informed us or suggested another product.Please keep this complaint open as we await the report from the manufacturer which we will forward to you
Sincerely,
Hans W***
Aloha!After receiving this complaint, we immediately scheduled a follow up appointment with Mr*** for our Project Superintendent as well as our Project Coordinator to meet with him on the jobsiteAfter discussing with Mr*** his concerns, it was determined that there was a communication
misunderstanding about our Contractor WarrantyMr*** was under the impression that if his roof leaked, we would not take responsibility for it and not make repairs to itWe assured him that that was incorrect, and that should his roof suffer water infiltration (aka roof leaks as specified in the warranty) that ***'s Roofing would make any repairs as long as his roof was not tampered with in any way by himself or anyone elseWhen he originally called (prior to filing his complaint), we sent a foreman out ** his property ** inspect if there was in fact any roof leaksAs there were no visible leaks, our foreman proceeded to perform a water test ** t** and simulate a leak; if there was oneThere was no water infiltration after performing the water test so the foreman told him there was nothing ** fixFrom there, the conversation might have been miscommunicated, leading Mr*** to think that we would not hold up our end of the warranty should his roof leak. As of Monday, November 2015, according to *** *** our Project Superintendent, the miscommunication has been cleared up and Mr*** is content with the issueThe complaint has been resolved. If you have any further questions or concerns, please feel free to call *** ***, *** *** or *** *** at ***. Best,*** ***
From: Sandra T*** [mailto:***@gmail.com] Sent: Tuesday, February 21, 4:PMTo: Kaina K*** Subject: Regarding Complaint #***Hi Kaina!Please see my additional response to the complaint below: After further inquiry, we have spoken to the
insurance representative for MrW*** and have been informed that he received the total amount to cover the entire work provided by Tory's Roofing, however, we have NOT been paid in full for the work completedFuthermore, we called and spoke to Francis, the owner of *** *** and he informed us that his son, Ariel, went to inspect the roof damage as mentioned by MrW*** in his complaintHe verified with us that it was NEVER communicated to MrW*** that the "sheeting applied in had not been torched down" as mentioned in the complaintIn fact, he confirmed with us that this is a case of wind damage, and had NOTHING to do with the installation of the roofing done by Tory's Roofing. Based on the information gathered by our conversation with *** ***, and our previous issues with this customer, Mike Tory will not be going out to further inspect this roofIt is apparent that MrW*** is inaccurate with his information and complaint. Thank you,Sandra
This was for a repair work done in 2014. The owner contacted our company requesting an emergency repair. We issued a proposal to do work, the owner agreed to all terms of the contract and signed for work to be performed. We did the work as specified in the contract. This is a special case, because the owners roof has shingles applied to it, but the shape of his roof isn't standard to installing shingles on it. There is no pitch, the roof is a curved shape. Shingles are normally installed to a roof with a pitch. However, the owner was aware of this and signed for the work to be done. The work was performed and the owner was satisfied with the work until someone in his community made a comment that "his roof looked like a bald head." At this point, the owner suddenly became distraught with the "appearance" of his home. We have correspondence from the owner stating that he was unsatisfied with the "look" of his home after the roof was done. The owner failed to pay the full balance of the work he signed for. The total balance for both contracts signed totaled $17,880.00 and he only paid $10,000.00. At this time, before any wind damage complaint, or any problems being specified in his complaint to Revdex.com, the owner was refusing to pay for the complete work done because he was unsatisfied with the "look" of the roof. In February of 2017, Jeanne T[redacted] called our office very hostile to our staff demanding that someone come out to fix their wind damage on their roof. First, the work performed and as specified in the contract they signed only had a 1 year warranty due to the fact that it was repair work. So, technically the warranty has been expired yet she was demanding someone come out and fix it ASAP. However, because the owner failed to pay the full completion of their invoice, we even more so turned down the work as this person has an outstanding balance of $7,880.00, and advised her to contact her insurance company. Now at this time, the owner is claiming that the installation of our original work was faulty. To address this complaint, Mike T[redacted] will coordinate with the owner to come out and take a look at the installation he is claiming was at fault. If the roof was improperly installed, it will be evident by the shine of the bottom side of the roofing material and we will be responsible for that. We do not agree with the complaint that the roof was installed improperly, but to remedy this complaint will send Mike T[redacted] out to do an analysis of the installation. This customer has been trying to get us to pay for his roofing since 2014 when he originally complained that he wasn't satisfied with the "look" of it. We wrote off the balance of his invoice that he refused to pay of $7,880.00
We received a letter in the mail from Jean Funada on April 13, 2017 saying that she was unsatisfied with the condition of her roof. After researching this project, we found that the last time she called us was in November of 2016. This was immediately given over to our Production team who then...
immediately contacted her to schedule an appointment to discuss her concerns. The meeting was set for Monday, 04/17/17 at her property. Any additional information on the actual discussion in the meeting can be updated here if necessary. Aloha
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]