ASAP Contracting & Roofing LLC

I have spoken to this customer and understand her frustration.  I appreciate her patience with us and hope future interactions go smoother.  The problem the customer noticed was originally reported to a memeber of our staff that abruptly shipped out to Middle east.  Unfortunately,...

berfore he left, he did not have time to properly pass on all the information he gathered on a number of projects with which he was involved.  It seems that the customer made many attempts to contact this person who would have been unable to answer her calls.  Eventually she called my office.  At that time she told us her gutter was loose.  We send someone by to inspect.  We found that the gutter was still in place and entered a work order for service.  Attempts were made to schedule service on a handful of occasions with no luck contacting the customer.  Eventually the customer returned our calls after hours and left a message that she had removed the gutter.  We updated the work order to include resetting the gutter and put this on the repair list.  We called again to schedule this work and left a few messages.  Eventually we sent a crew by to to the work in hopes someone would be home to approve it.  No one was home, but the gutter was in place already.  Later that day, the customer called and stated it had been reset, and that we were no longer needed, so the work order was cancelled.  I work hard to contact every customer to schedule work so that we are not arriving unexpectedly.  I regret that the customer and I had such difficulty getting hold of one another, and I hope this is not a problem in the future.

A refund has been processed.

This roof was completed in 2012 subsequent to a large hail storm that damaged the roof and skylights.  In April of 2015 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 2015 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 2017 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.

This customer had a shingled roof on her house and a metal roof on an outbuilding that were damaged by hail in this rural area.  We were able to replace the shingled roof in a reasonable about of time as crews and materials for this type of work are rather common.  However, the metal roof...

turned out to be a bit of a challenge as neither the materials nor the crew able to install the metal are readily available.  The materials took an extremely long time to get.  Additionally, I was unable to find a crew with a reasonable amount of experience and training to install the materials in that area.  I had to seek other areas to find someone.  A crew from out of state was willing to go there to install it, however, a large storm in Texas had them and every other metal roof installer tied of for many months.  Only now are they available to go there to install the roof.  I am in the process of working with the customer to see if we can come to an arrangement to either complete the work or cancel the remainder of the work and settle on an adjusted price for the work that has already been completed.

I was asked by your office to send a copy of the judgement I have against ASAP Contracting and Roofing LLC so that it could be filed with my complaint #[redacted]. Although I have a judgement I am still trying to collect my money. Will my complaint ever be listed on your site?

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 Records. Thank you

Initial Business Response /* (1000, 5, 2015/07/08) */
I have been working with Mr. [redacted] regarding this issue. His downspouts were clogged with natural debris (leaves, twigs, etc). The gutter guards that were on his home were not installed by ASAP Contracting & Roofing. These were the same...

guards that were on the house before we did the roof. The new roofing that we did install was thicker than his old roof. This caused us to have to adjust the pre-existing guards. Minor adjustments were made to ensure they fit correctly. The natural debris in his downspouts can not be a result of the roofing process. However, in the spirit of good customer service, I offered to come out and inspect his basement. I explained that after I inspected the damage, we could discuss a plan of action going forward. Attempts were made to visit this home to inspect the basement with no success. I apologize for tany delays, and assure the customer that we have not forgotten him. We will make additional attempts to contact this customer immediately.

Complaint: [redacted]
I am rejecting this response because:
We were told in December the gutters would be done asap and money right...

back to us. Again in March 2017 told check would be in the mail in 2 weeks. June 1st has arrived and no refund of the remaining fund to fix the rest of our home. Not acceptable!!
Sincerely,
[redacted]

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

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.

I am not sure what happened, but no messages were received from this customer.  In fact, the first I heard about this issue was from this Revdex.com file.  Once I read this message, I searched caller ID to see if this customer had called previously.  We did find one missed call from the...

early morning hours of the same day this complaint was filed.  The customer called before office hours, so there was no one here to answer the phone.  The caller did not leave a message on the answering system.  We did contact the customer immediately and set up an appointment to visit later the same day.  I personally inspected the issue and resolved any potential problems.  There should be no issues going forward.  Likewise I clarified with the customer which number is best used to contact this office.

I received this submission, however the issue raised in this email is one that is handled by the Vice-President of Instruction, Mr. Michael 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 Mr. Midgely at: [redacted]   Regards,~[redacted]Executive Director of Admissions and RecordsAustin Community College

This customer signed a contract with us on 6/22/16 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.

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 resealing. The 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 gap. I 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.

Initial Business Response /* (1000, 10, 2015/08/18) */
I am the Operations Manager. We have no record that the consumer pointed out a problem area on the roof. We installed the roof to building code and it was approved by the building inspector. The consumer reviewed the work after we finished...

as well. Months later a severe snow hit the area and dumped a large amount of snow onto the roof. This snow created an ice dam on his roof. The ice dam caused water infiltration into his home. The water infiltration is not the result of of material or workmanship but is a new storm event not covered by the warranty. The 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.

ACC staff responded to the student and resolved the issue at hand. Thanks,~[redacted], M. Ed.

Complaint: [redacted]
I am rejecting this response because: The refund was never issued and the complaint has not been dealt with.
Regards,
[redacted]

Here are some pictures of how the metal opening for my roof was done.  They originally had 4 pieces but someone miss measured so they had to redo it it multiple pieces as you can see.  The gaps are visible when standing in my front yard and where they did caulk you can see it's not a very nice job.  The shingles that don't go all the way over is very visible when the sun is shining on the shiny metal.  These pictures are taken from the top view.  I will send you more of what the bottom view looks like and some of the Morton building roof and gutters to prove it was not even touched.

This customer had a roof completed by us and has some additional work including window repairs.  A considerable amount time was spent getting the insurance company to pay the full price to replace his windows.  This delayed the work.  At this point however, the customer does not wish...

to have us complete this work.  It was agreed upon that we would refund the excess deposit for this work.  This job is closed and a refund has been processed.