Aquire Restoration of Madison, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The tone in follow up emails were due to the weeks span of time that went by with no reply or status update, water coming in to a bedroom makes for a tense situation I was looking for direction as to if I was going to get any help from Aquire, or if I was on my own and needed to get another roofer to look at it As the homeowner we have a more urgent outlook on the situation, and I was getting impatient not knowing what would happen in the next weather event. Indeed, it took a letter from the Revdex.com to finally garner a response from Aquire, even though as proven in Aquire's response below, they were obviously getting the emails In the month since the first report of the leak, there has definitely been weather that allows for convenient and comfortable inspection, yet this is first contact since the initial.In the pre-leak emails with the roofer in when the job was completed, he was using his company's email address to conduct that business, if we want to nitpick things, by definition he is using his company's mail servers, and is without a doubt using company resources on side-jobs just by using that email address Not to mention misrepresenting who and what is standing behind his work when @mulyroofing.com is his email address I made no accusations, but did speculate as to reasons why a leak in a year old roof isn't a matter of common customer service to get fixed.An explation how a roofer should stand by this $30, job after not even years is that it was a year old membrane prior to a tree going through it, and it NEVER leaked The old roof went through heavier winters, this new one should be able to take some adversity I sent the follow up reporting no leaks to help aid Aquire and/or the roofer as to what was going on and maybe make it easier to diagnose the problem If the construction of the house was too limiting of a factor, and Wisconsin weather is too alien of a thing for the company to contend with, the job never should have been taken on Instead left to more qualified people that could replace a roof that could handle more than three trouble-free years in Wisconsin
Regards,
*** *** ***,You are correct with the position that I took when you first reached out to me regarding this situation to tell you that all work we preformed it outside of your warranty period (which the terms and conditions of your contract is attached - see line 6). At that time, I indicated to you that I would attempt to help. I should remind you that your initial e-mail was sent when the outside temperature was significantly below zero which we are not going to inspect a roof in those conditions. I took the tone of your follow up e-mail to be unnecessary considering the weather and my initial offer to assist, even though your job is out of warranty.Regarding your accusations that we hired an reputable roofing company is false. The gentleman and company we hired is a legal entity in the State of Wisconsin and is a viable business that took ZERO of the company's resources that he was then working for. He owned his roofing entity prior to working for the company you inquired with and still owns the same roofing company to date. All work was completed after hours and it was completed in accordance to how your roof was constructed prior to our involvement. You had a tapered flat roof membrane and that is what it was replaced with - we, nor the roofer, touched any of your roof drains except for detaching and resetting the screens around the drain itself.More importantly, you made a statement to me in an e-mail dated 1/11/9:AM where it states, "To help complete the picture, the rain from all day yesterday did not result in any leaking, Which means it must be related to weight as that that initial leak I wrote about was with A LOT of slushy weight on the roof. I would view this as encouraging and hopefully an easy fix." PLEASE EXPLAIN TO ME HOW WE ARE RESPONSIBLE FOR A LEAKY ROOF WHEN IT HASN'T LEAKED IN SINCE IT WAS INSTALLED IN JULY AND HASN'T LEAKED SINCE UNTIL A HEAVY SNOW LOAD WAS ON THE FLAT ROOF? Because we are not responsible for constructing your home, the flat roof itself, the design or the amount of the snow load that was on the roof; there is no way we are responsible for a roof (work that is well out of warranty) that leaked due to a heavy snow load that leaked water inside your home. I am sorry that you have to deal with this situation but this is not our responsibility. If you would like to pursue this matter than have your insurance company and/or attorney contact me - this matter is closed on our end.Sincerely, *** ***, President

***,You are correct with the position that I took when you first reached out to me regarding this situation to tell you that all work we preformed it outside of your warranty period (which the terms and conditions of your contract is attached - see line 6). At that time, I indicated to you
that I would attempt to help. I should remind you that your initial e-mail was sent when the outside temperature was significantly below zero which we are not going to inspect a roof in those conditions. I took the tone of your follow up e-mail to be unnecessary considering the weather and my initial offer to assist, even though your job is out of warrantyRegarding your accusations that we hired an reputable roofing company is false. The gentleman and company we hired is a legal entity in the State of Wisconsin and is a viable business that took ZERO of the company's resources that he was then working for. He owned his roofing entity prior to working for the company you inquired with and still owns the same roofing company to date. All work was completed after hours and it was completed in accordance to how your roof was constructed prior to our involvement. You had a tapered flat roof membrane and that is what it was replaced with - we, nor the roofer, touched any of your roof drains except for detaching and resetting the screens around the drain itself.More importantly, you made a statement to me in an e-mail dated 1/11/9:AM where it states, "To help complete the picture, the rain from all day yesterday did not result in any leaking, Which means it must be related to weight as that that initial leak I wrote about was with A LOT of slushy weight on the roof. I would view this as encouraging and hopefully an easy fix." PLEASE EXPLAIN TO ME HOW WE ARE RESPONSIBLE FOR A LEAKY ROOF WHEN IT HASN'T LEAKED IN SINCE IT WAS INSTALLED IN JULY AND HASN'T LEAKED SINCE UNTIL A HEAVY SNOW LOAD WAS ON THE FLAT ROOF? Because we are not responsible for constructing your home, the flat roof itself, the design or the amount of the snow load that was on the roof; there is no way we are responsible for a roof (work that is well out of warranty) that leaked due to a heavy snow load that leaked water inside your home. I am sorry that you have to deal with this situation but this is not our responsibility. If you would like to pursue this matter than have your insurance company and/or attorney contact me - this matter is closed on our end.Sincerely, *** ***, President

We are not willing to discuss this warranty issue any further with the customer as the completed work is outside of our warranty period listed in our contract. Our warranty period is one year for all completed work and this work was completed over three years ago. The customer admitted to us by e-mail that the roof does not leak during rain or melting but only when a heavy snow load is on the roof. Again, the roof construction and environmental conditions are out of our control and will not be responsible for any warranty work at this point. Regards, *** ***, PresidentAquire Restoration of Madison, Inc

Mr. [redacted],Thank you for the Revdex.com complaint and not contacting ownership directly with any question/concern.  I am aware of your project as I, the owner of Aquire Restoration, Inc., fielded your emergency service call into our office on July 21, 2016 @ approximately 9 p.m.  We sent one of...

our Estimators to your home and he inspected within the hour from your initial service call.  Our estimator met with your mother, [redacted], and he indicated to her what the cause was for flooding and what needed to happen to remediate.  He then spoke to you to explain the process and you mother, [redacted], signed the Emergency Repairs Authorization (attached) which states we were to preform Emergency Services in the form of Mitigation Services.  The definition of Mitigation is, "to cause to become less harsh or hostile" per Merriam-Webster dictionary.  At NO point did we state or does the Emergency Repairs Authorization include any Reconstruction/Repair services NOR did we ever provide you with an estimate to repair what was needed to be removed to properly Mitigate your duplex from the water damage.  On top of that, according to our internal job notes on our software, it is documented that you stated to our Estimator in the beginning of the project that you were going to have a "handyman" you know put the basement back together because he could do it fast - for your tenants.  We did not make a mess of your basement, we properly mitigated the basement from flooding which included demolition of drywall, floor coverings and baseboards then we dried all remaining surfaces so you wouldn't have additional problems with mold growth.  I have been in the restoration industry for over 13 years and there has never been a property mitigated (dried) and put back together in 72 hours.  It takes at least 48-72 to properly dry ANY building material that was affected by water. Regarding your interest on your account, it is shown on your work authorization and each invoice that our net payment terms were NET 30.  You have not responded to any of the invoices and past due late fees were not added until October 2016.  We have been fair and have been waiting for payment for six months and the first communication we have had with you since was in November when you called our office to speak to our Estimator.  Now you have filed a complaint after you were supplied with a notice of intent to file lien.  According to our internal notes, "you were rude and condescending" to my staff and that is NOT how we operate our business so he probably laughed when you were out of control.  I give all staff permission to treat hostile customers the way they are treating us and disconnect if anyone becomes verbally abusive.  The only interaction we had with your insurance company was by sending our invoice to your insurance company direct and have no idea if you were paid on our invoice or not.  In short, while I am willing to negotiate your invoice cost, there is no way we are going to reduce your invoice to zero.  We preformed a service which you approved.  We never verbally told you or provided you in writing that we were going to repair your basement after the mitigation was complete.  I am willing to provide you with a 10% discount if our invoice is satisfied within the next 10 business days.  Please advise.  Sincerely, [redacted], PresidentAquire Restoration of Madison, Inc.