ASAP Contracting & Roofing LLC

This customer signed a contract with us on 6/22/secondary to a large hail storm that struck the area Thousands of homes were damaged We discussed with the customer at that time how we would be working with her insurance company to get her roof and all its components paid for It was understood that this work would begin right away, and could potentially delay the work while we waited for the insurance company to approve her work The size of the storm as well as other large storms in other areas had the insurance company very busy and it took some time to communicate back and forth with them However this work took place well within the contracted period of time it was expected when this was complete, we began preparing for the construction to begin Again, because of the large storm event, the customer was added to the queue of customers in need of damage repairs Phone contact was made with the customer to keep her up to date on the progress of our work When we called to schedule the roof, the customer's son became involved with the process He would not let us proceed, implying that he wanted someone else to do the work We discussed with him and with the customer herself that we had already invested time and resources into this project and that we are now ready to install the roof He refused to meet with us or allow us to come to the customer's home He indicated that he wanted someone else to do the roof I explained we are ready to do it now, and even gave him a date that was within a couple days of this conversation He stated he already had someone lined up to do the work He refuses to allow us to complete the work He refuses to meet with us He refuses to allow his mother to meet with us.I believe that we have worked diligently to communicate with this customer, and have already completed some work for them including meeting with and calling adjusters and agents to get the project paid by insurance We simply wish to finish the project at the earliest opportunity

A refund has been processed

I received this submission, however the issue raised in this email is one that is handled by the Vice-President of Instruction, MrMichael Midgley I forwarded the email that I received to him for handling, however he is not able to log in, since it is tied to my email, in error Please re-route this entire complaint to MrMidgely at: [redacted] Regards,~ [redacted] ***Executive Director of Admissions and RecordsAustin Community College

This customer has a very tight budget for some repairs to a previously foreclosed and vacant property Within this budget he picked out flooring materials that he later decided he does not like We had already installed much of this by then We capitulated and removed the flooring and returned the unused portion He then picked out a more expensive flooring material (for which we did not increase our asking price) Additionally, I reassigned the installation work to our premium installation crew (who we normally reserve for very large, very elaborate flooring work) This new material was installed in April We also completely dismantled an old deck and rebuilt it to meet city code and the customer's specifications At this time, the customer again doesn't like the flooring He originally stated there were gaps I pointed out that these gaps are near walls and pipes, and that these gaps are required because it is a floating floor Then the customer stated he feels the floors are not snapped together well in about a half dozen spots He feels this way because he can feel the seam when he runs his finger over it I explained to him that the material he chose is designed to have noticeable seams to mimic a more classic look of older hardwood floors Each plank has a slightly tapered, patterned edge to give it the appearance that this floor is the original floor He states he wants the floor removed and reinstalled again We cannot do this within the budget he has Additionally, I cannot move forward with any of the remaining work until the floor is settled I am willing to cancel the remainder of the contract and charge the customer only for the work that has been completed to date I would then issue a refund if any over-payment has been made

Hello, Please send your complaint directly to [redacted] She is the Executive Director Admissions and Records You may also try [redacted] at [redacted] , Associate Director of Admissions and Records This email was sent to me an error as I no longer work in Admissions and Records Most apologies for the delay and I hope you are able touch base with Admissions and RecordsThank you

ACC staff responded to the student and resolved the issue at handThanks,~ [redacted] ***, MEd

Initial Business Response / [redacted] (1000, 5, 2015/07/08) */ I have been working with Mr [redacted] regarding this issueHis downspouts were clogged with natural debris (leaves, twigs, etc)The gutter guards that were on his home were not installed by ASAP Contracting & RoofingThese were the same guards that were on the house before we did the roofThe new roofing that we did install was thicker than his old roofThis caused us to have to adjust the pre-existing guardsMinor adjustments were made to ensure they fit correctlyThe natural debris in his downspouts can not be a result of the roofing processHowever, in the spirit of good customer service, I offered to come out and inspect his basementI explained that after I inspected the damage, we could discuss a plan of action going forwardAttempts were made to visit this home to inspect the basement with no successI apologize for tany delays, and assure the customer that we have not forgotten himWe will make additional attempts to contact this customer immediately

Initial Business Response / [redacted] (1000, 10, 2015/08/18) */ I am the Operations ManagerWe have no record that the consumer pointed out a problem area on the roofWe installed the roof to building code and it was approved by the building inspectorThe consumer reviewed the work after we finished as wellMonths later a severe snow hit the area and dumped a large amount of snow onto the roofThis snow created an ice dam on his roofThe ice dam caused water infiltration into his homeThe water infiltration is not the result of of material or workmanship but is a new storm event not covered by the warrantyThe damage was a secondary insurance covered event and we offered to work with the consumer & the insurance company & that was accepted and is still in progress

As the customer states, this roof is a few years old During most of this time, the customer reported no issues Once he did report issues to us, we visited him home and found a small leak that was secondary to a lack of ongoing maintenance A set of light mounted to the rooftop required periodic resealingThe customer failed to to this, which could possibly result in water intrusion Although our warranty does not cover ongoing maintenance, we added sealant to this at no cost to the customer The customer later reported that this seemed to resolve the issue The customer called back later stating he saw new leaking under hi porch We sent different team members to repeatedly inspect this property I visited the site myself twice One of these times it was actively raining I found no leaking into the attic through the roof or any flashing I did however find water to be dripping from the fascia I tracked the water to its source there was a small gap where the gutters should have met the drip edge The gutters where installed too low at this point causing the gap Water was rolling down the drip edge and into the gap It would then run down the fascia and drip from under the porch We discussed with the customer how we did not interact with that section of gutter as part of our roof work He felt that we should have noticed this when we were on his roof I explained how this is not where the crew is looking or working, so they would not have found such a small gapI offered to raise this section of gutter at cost they customer stated he would consider it and get back to us We never heard from this customer again Attached is a copy of the letter sent to the AG As of this time, I am lead to believe that the AG closed the complaint.We many numerous visits to this customer's home Found no evidence of leaking into the attic The only moisture we were able to find was under the porch where it was coming from the gutter The customer states in his own complaint that we made multiple visits to his house to try to find issues The only water damage that was found was to his fascia secondary to improperly installed gutters We believe we have fulfilled out part of the warranty agreement and cannot take responsibility for work we did not perform

This roof was completed in subsequent to a large hail storm that damaged the roof and skylights In April of the customer called to report potential leaking from one of five skylights installed Crews inspected, but could find no cause for a leak They applied sealant to all joints In June the customer called again to state that the skylight is leaking A different crew inspected this time They removed the shingles around the skylight and inspected the flashing and general installation of the skylight They could find no cause for a leak They added sealant to all joints and reinstalled the shingles Early January the customer called back, stating he noticed leaking again I personally inspected the exterior but could find no cause for the leak The customer was not home, so I left my card with a note to call me so I could ask more questions The next communication from the customer was an email to our general inbox stating he was completing a Revdex.com complaint I contacted the customer as soon as I got this message He answered the questions I had for him and we set up an appointment to inspect the interior The customer and I met this morning and together, we are unable to find any reason the skylight should be leaking At this point the plan is to cover the skylight until it can be inspected by the manufacturer I contacted Velux (skylight manufacturer) He will visually inspect and advise where to go from there

I am not sure what this is even about We have agreed to refund any over-payment for work not completed on this project The values for each portion of the work is established already I have already sent word to our accounts payable to process a check to this customer [redacted] ***Operations ManagerASAP Contracting [redacted] | [redacted] @asaproofingusa.com

Complaint: ***
I am rejecting this response until we receive the check because:we got the additional money from the insurance companyASAP knew we had the money they did nothingThey lied about contacting the subcontractor, StLouis Masonry, we talked to themOne year later we have a roof and nothing else doneWe set dates for them to come out and do the work they never show upThey did nothing until the Revdex.com got involvedThey were suppose to be sending check for for the last weeks As soon as we get the check all is doneI wouldn't want a company like this to do anymore work on my houseThey really need to change their name because they are anything but ASAPBottom line: They lied to me for several months and now they are lying to youI picked this company because they use YOU as advertisement (Revdex.com ACCREDITED) A+ Raiting. I do thank you for your helpI believe you took prompted action and I appreciate your help
Sincerely,
*** ***

The overwhelming size of the storm damage in that area led to many delays. We have agreed to refund any over-payment for the work not performed to date

Complaint: ***
I am rejecting this response because:This all sounds great but the business has NOT been in contact with meAt this point the weather in this area prevents the roofing to be done. I do not want them to come back to my home because I was unhappy with the customer serviceI would like to cancel out this project and find another company to complete the jobI would like this business to reach out to me so that we can determine what I have paid for and be refunded to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: They have not returned my moneyI just want to fix my windows but this company will not return the moneyI have called and asked to speak to the owner of this business and left my phone number several times with no luckI now feel they have truly ripped me off, it's been over a year nowI called this business on 5/20/2017, 5/25/and 5/30/and talked to a receptionist named Susan who tells me she will give the owner my messageThey have NEVER called me.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I did have to get someone else to agree to take over the job after trying for months to get ASAP to return my phone calls to schedule the job and get it done, the material has been sitting at the retailer since July and at the end of November I told them I needed to get someone that will do the jobIt has been six weeks now that they have been supposidly working with the retailer to get this resolved and they don't return phone calls to let me know what is going onThis should have been resolved by now, I either need the material I paid for or a refund so that I can get this job done, this is a problem between ASAP and the retailer, my material or money should not be held hostage while they try to work it out
Sincerely,
*** ***

What about the warranty paper work? How can I make a claim on this roof that is supposedly year warranty without proof These people have screwed me over since the beginning and I'm getting screwed over again with a roof I'm going to have to replace due to their lack of fixing it when I told them about the issues And so how do I get my payout from the insurance company without having the roof complete The insurance company isn't going to approve a bunch of gaps and missing shingles I'm sorry but this company is just horrible and I wish I had the money to sue themAs far as I am concerned the roof on my house is not completely finished until they fix the problems with the shingles and the gaps in the metal around the opening or pay me back the money to have those issues fixed The roof on the Morton building is clearly not finished since they never started I hope that no one else gets treated like this from this company This is completely unprofessional of them I would like to thank you for all of you effort in trying to come to a resolution

ACC has reached out to the student to discuss her claim and attempt to resolve it. The student's information is protected by federal privacy laws, therefore the student is the only person with whom we can discuss her records. To date, we have not received as response from the student

This customer agreed to have us replace his storm damaged steel siding with new steel siding. Steel siding is less common and is problematic to obtain. My supplier had some difficulties getting the materials at first. The materials eventually arrived at the retailer. At this
time however, the customer has decided to allow someone else to complete the installation. We completed an invoice for the customer that included the cost of the steel siding as per our contract termination agreement with him. The customer paid this amount. We forwarded the material cost amount to the retailer and sent word to the retailer to release the materials to the customer. Later I heard back from the customer that the retailer would not release the materials, claiming an account issue. We have been working with the retailer to determine the cause. It seems that the retailer failed to apply the funds to the account correctly. We are continuing to work with this retailer to resolve this issue, and have every intention of making sure the customer gets the materials

Complaint: [redacted]
I am rejecting this response because: Only rejecting the business response as there are inconsistencies between their description of events and what I experienced. Due to the nature of my job, I always keep track of communications when attempting to resolve an issue.  Therefore,  I have kept a log, actual messages, names/dates and pictures. [redacted] No response or resolution required at this point.  Just want issues experienced on the record.[redacted] The business had no problem leaving me voice mails on 3 occasions, so I’m not sure what multiple attempts are being referred to throughout their response where I could not be contacted, especially over a 2 month period.  Also, from the first time I was told by the company that my issue was on an issues log (2/18), to the time I called & spoke directly with CB at the business (3/16), to my very first phone message received from the company saying someone was driving by the house to look at the issue (4/1/16), after the gutter came down, is it any wonder why I chose to have the problem resolved at my own expense?Gutter had started pulling away from the fascia during January 2016.  Business notes I removed the gutter… yes I did, as a safety measure, after it totally pulled away from the house on 3/24  and was hanging in front of two windows, into my front yard.  I took pictures of it before removing and spoke with a lady at the company to let her know, at 4:07 pm on Thursday, 3/24; company notes “after hours”, but their website notes their hours are 0800-5:00 pm M-F.**Again, not looking for resolution from company, just want the issue noted from a customer point of view.**
Sincerely,
[redacted]