ASAP Roofing (R)

I am sorry this has taken so long but most of the hold up has been on the insurance companies sideThis is just something out of our controlWe have been in constant communication through the process and are always available to address concerns at [redacted] As for the inspection that was done by a 3rd party inspector, we reviewed the report and found nothing that was outside of building codeThe inspection report did not show any "loose shingles" rather one piece of "loose flashing" specifically drip edge however that passed the city inspection and should not be an issue.As for the warranty obviously this can not be registered until the roof is paid forIt will not be a problem registering it to the new homeowner once everything is finalizedLastly with the billing Kaitlin has been in communication to get the final billing from the insurance and provide this as soon as we have confirmed and finalized numbersAgain I truly apologize for the delays but when dealing with multiple trades on an insurance claim it is always a long drawn out processThis is not untypical for it to take months to finalize if we run into complications with the billing from the insurance

Initial Business Response / [redacted] (1000, 6, 2015/05/08) */ So I was looking over the loss sheet on this and the original price for the roof only was $ We also negotiated with the insurance for an additional $and the permit of $coming to a grand total of $6, We add a $penalty for late fees and lien filing costs bringing the total due of $7, We have received $4,leaving a balance of $3,This has been confirmed with [redacted] and is for ONLY the roof work The balance is accurate and a lien has been filed on the property for non-payment Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Looks like they rearranged the exact same documentents that I submitted The explanations are bogus, the math and dates do not add upASAP never negotiated anything because I am the one that did all of the communications with the insurance agents (I requested that each call be documented) True, I did pay them $4,062.94, that was their total price for the roofing jobThere isn't a balance of $3,and has not been confirmed with [redacted] In fact, the agent snickered when I told him what ASAP is claiming I have had enough of this and I am excited to file in small claims courtI have all of my ducks in a row, for example, original and updated papersLetters from my insurance agents, and receipts for the jobs done by others and not ASAPLet the judge see the evidence and hear what the insurance agents have to sayI think it is time to expose this type of behavior and bogus claimsIt appeared that several others have had the same exact issues with ASAP that I am havingContractors should not make claims to be paid for services they did not perform Final Consumer Response / [redacted] (4200, 12, 2015/05/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) FraudulentI am taking to small claims courtPlease close Thank you Final Business Response / [redacted] (4000, 15, 2015/06/08) */ Customer requested the Revdex.com file closed

Initial Business Response / [redacted] (1000, 6, 2015/10/07) */ I am very sorry for an inconveniences that this situation has createdWe too would like to find an amicable resolution to this situation I have looked through the file and reviewed all the steps that have been completed on this job 6/25/A contract was signed to have us complete the project and material was agreed to in writing 7/13/material order was placed as on the original contract 7/21/material was attempted to be deliveredCustomer spoke to sales rep asking about material options and requesting more timeThis is the first note we have that he wanted a different shingleThe build was placed on hold 7/30/we received a written notice to cancelWe contacted the customer to advise of the penalty for cancellation as worded in the contractSeveral calls were made to the customer after this by our staff and the sales representative trying to get a different shingle confirmed we also would like to see this issue resolvedI would be able to waive the restocking fee and get a different shingle on order for youThe standard upgrade fees would apply for an impact resistant shingleThe other option would be to issue a refund less restocking fees and penalties per the contract Please let us know how we can assist! Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated in my complaint, I have already had my roof replaced by a different roofing company, and no longer require your servicesObviously, your sales representative lied to me, and to his superiors! I spoke to your sales rep on the Phone on 7/21/15, and he told me that the original order had not yet been placedHe also told me that the upgraded shingle would cost more money for the product, and I asked him to get me an exact price for the shingleI waited days for him to call me back with an exact priceWhen he finally called me back, he told me that there would be an additional LABOR charge of approximately $On top of the $up-charge for the upgraded shingleI told him over the phone that this additional LABOR charge was a rip-off and would not be willing to pay additional labor fees, to install a better product! I know a bit about construction, and I am fully aware that NO ADDITIONAL LABOR is required to install a higher quality shingle! His response to me was, "This is how our company makes a profit." At this point, I contacted a different roofing company to find out if charging additional LABOR FEES to install different qualities of shingles was standard practiceTheir answer to me is that I was getting "screwed over!" I never received any more calls from your company after this, and have made several attempts to call your office, and no one ever answers the phoneI finally spoke to a person in the office on 9/28/She said she would have a supervisor call me back within an hour, so I could explain my situationI waited hours and never received a return callI called back and once again asked to speak with a supervisorThe woman on the phone told me that they were "too busy" to speak with me I know that your company has a reputation for being "Storm Chasers" and collecting ridiculous amounts of insurance money up front, before any work is performedThe insurance checks are cashed immediately, and then customer service is no longer a priority, once you put the insurance money in your pockets The only resolution I will accept at this point, is to have a full refund of $4,for my inconvenience, and putting up with the lies, threats and rip-off business practices of your company and sales rep If I don't receive a full refund immediately, my next step will be to contact Channel news I would also like to point out that your dates are INCORRECTThe installation date (on the contract) was to be 7/31/The materials were delivered on 7/29/15, at which point I refused the delivery, and explained to the delivery driver that this delivery was supposed to have been cancelled one week earlier by the sales repAs stated in my original complaint, I refuse to pay a restocking fee for the mistake made by the sales repYour sales representative lied to you, and to me! Final Business Response / [redacted] (4000, 15, 2015/11/12) */ I appreciate your understanding in the costs we have incurred so far due to this communication breakdownI am willing to lessen the cancellation penalty but $does not cover our costsI also want to point out we pulled a building permit on the job so that fee can not be recovered eitherIf you can agree to $1,I will put the check in the mail right away for the difference of $(or you are welcome to come by our office and pick it up if you would rather) Final Consumer Response / [redacted] (2000, 17, 2015/11/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept your offer for a refund of $3,If you could send me a check as soon as possible, I would appreciate it very muchI apologize for the the lack of communication, and I'm also sorry for the inconvenience that has been caused for both of usThank you for your understanding!

I do apologize for any issuesThe problem with these claims is that the are significantly under paid and we have been working diligently in order to try and get the insurance to properly cover the damages that need repairedWe can not move forward with the claim until we have a final settlement with the insuranceI do apologize for the inconvenience this has caused you but the frustration needs to be directed to the insurance company since they are the ones refusing to properly negotiate the damages in order to get the repairs completed

I am very sorry for any confusion that you might have had with one of our representativesI can assure you that we work very hard to make sure customer service is a priorityThat said all of our contracts do have a price on them when we do the initial inspectionI am showing that the one we have on file does as wellCan you please send me your copy so we can confirm this? We would like to discipline the representative and release you from the agreement if it is in fact the case that the price was filled in on our copy but not yours

I am very sorry for any issues that you have faced with this processI assure you that customer service is our highest priorityLooking through the notes on the file I don't see who might have been calling every dayI want to make sure this is immediately addressed with my staffCan you please provide me with the name of the person who has been calling daily?

I am very sorry if there was confusion on the matterThat was not the intentWe will address it with Thomas

Initial Business Response / [redacted] (1000, 5, 2015/04/22) */ I am truly sorry for the customer service breakdown between you and representatives for ASAP We pride ourselves on customer service and I am truly ashamed that this has been such a huge inconvenience for you I am going to have our director if production, [redacted] reach out to you and personally resolve any remaining issues you might have If something does not go to your approval please contact me back but I am confident that he will get this all resolved for you relatively quickly Also I will be getting you a gift card for your favorite restaurant to compensate you for your time and energy lost during this process Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) On 4/28/I was contacted by ASAP's representativeI was at work and returned the call a few hours laterI got a message saying he would be out of the office for daysHe was out on a family emergency which I can emphasize with, however, after days I still had not heard from him so I called againHe offered to come to my house the next day but I could not get off work in the middle of the day so we set a time to meet a couple of days laterHe did show up but there was an emergency (my neighbor's house was on fire and I was taking care of their kid during all the chaos) and I couldn't meet with him at momentHe said he would call me the next day to reschedule our meetingThat was days ago and I have heard nothingI thought this time ASAP was sincere in wanting to correct the problem but I am again disappointed and frustrated that I have gotten nothing but apologies and promisesIt has now been about months and the job is still not complete! Final Business Response / [redacted] (4000, 10, 2015/05/14) */ We did try to reach out and even sent a paint crew out as well as a production manager who were both turned awayWe have an appointment scheduled for this week and will hopefully reach a final resolution

I am sorry about the situation you are inThis is a terribly difficult issueUnfortunately it is the homeowners responsibility to verify what colors are approved by the home owners associationThis is not something that is our issue.We will reroof the house at cost for you but we will not be redoing the roof for freeI again am sorry for your situationBut this is outside of our control

Initial Business Response / [redacted] (1000, 6, 2015/09/07) */ I'm sorry that everything did not go to your complete satisfaction Speaking of the ventilation [redacted] our Production Manager did add the two extra vents to the home and advised that it was at no cost due to the breakdown in communication As for the chimney [redacted] did not pay to have the flashing around the chimney replaced so we did our best to protect the flashingObviously we would much rather replace the flashing every time but we have to do the work under the scope the insurance allowsWe strive to provide a quality customer experience every time and my apologies again for the breakdown Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The two vents that were added we found at [redacted] for $eachHe did not discuss the "upgraded" ventilation system with us as we would have liked, he just added per his likingAlso, the flashing around the chimney was not "protected" very well as mentioned by the companyAnd although Farmers did not pay to have it replaced, we also did not pay to have it damagedThe lack of communication from the company along with the lack of customer service and professionalism is not satisfactory Final Business Response / [redacted] (4000, 14, 2015/09/22) */ Would you please email pictures to ***@asaproof.net so we can see exactly what the issue is? our contractor states that they have been out multiple times and the flashing meets building code Final Consumer Response / [redacted] (4200, 16, 2015/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will send pictures to the email requested at ***@asaproof.netHowever, your contractor has only been out time, not multiple times as he has claimedAs far as I am aware, only visit has been made to "repair" the flashings and it was on August 26thIf any other visits have been made it has been without our knowledge or consentNo phone calls or emails have been made to us to communicate this informationIf someone has come by then they have trespassed [redacted] our property as well which we also do not approve of

Complaint: I am rejecting this response because:The individuals in charge of my work agreement contract were [redacted] (Project Manager) & [redacted] (Senior Manager)Both would call and I last received a call from [redacted] on Dec22, 2015; a week after I sent and email to a Mr [redacted] telling him I would schedule my appointment through the office (I can forward you all email correspondence I have with your company if requested)The next time I was contacted by your company was an email from [redacted] in February if I am remembering correctlyI did not respond due to the last communication we had I thought it was clear I would schedule an appointment through the officeThe next thing I received was a notice of a lien being placed against my property if I did not pay you for half the project costI called your office on Monday and talked with a lady that addressed my concerns and let me know the manager was not in at the moment but would get back to me when she was able to give him the messageI gave her two contact numbers to reach me at and never received any response from the officeI am glad to hear that you value your customer service to the highest priority and understand with a large business contractors may be hard to vet in an ever expanding cityI originally wanted your company to perform the work on the house, you are rated well and seem efficientHowever, I cannot with a good conscious move forward with ASAP Roofing being the company that replaces my roof due to the situation I am in now with a lien pending on my houseI am troubled by the lien aspect and the grounds in which it was placed in a fair business practice sense (An undisclosed amount of money for work that has not been performed yet and no materials have been ordered)I thank you for responding in such a timely manner and apologize for the nature of our communication Sincerely, [redacted] Sincerely, [redacted] ***

I'm surprised this complaint came to the Revdex.comWe have called Mr [redacted] dozens of times with no return call and stopped by multiple timesWe were stud up by him several occasions when appointments were madeOur project manager even detailed the cars in the driveway to confirm that he did in fact show up as requested and those notes are date and time stamped into our system.As far as the issue with the satellite dish we never calibrate the systemThat is always something that has to be done by the providerThis is clearly outlined in our instillation checklist that was provided to Mr [redacted] and signed by him.I am not sure what he is referring to by "Guy wires" And as for the water lines if they were attached to the roof then they would have to be removed to install the new roofIt is our policy not to secure anything to the roof after the roof is installed because this will void the warrantyDue to the lack of communication from Mr [redacted] a lien has been placed on his property and the account sent to collectionsIf he would like to resolve this then we welcome him to mail in payment or come into our office to speak with a manager as we have been stood up multiple times already

I'm very sorry this happened to youI have no idea how the roof would have been scheduled without you knowingI have a signed install verification form that shows the install date of 8/8/I'm just glad that everything is OKI am asking Robert our GM to reach out to youWe want to make sure this gas line is fixed as I can understand the inconvenienceWe have an HVAC guy we could recommend that could get your repairs done

Initial Business Response / [redacted] (1000, 6, 2015/10/23) */ I'm sorry for all the issues that you have been thorough ASAP Roofing has no such agreement with Xtreme RestorationWe recommend you file your complaint with them Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of November 5, the matter has not been resolved thus we do not accept the response from ASAP roofing as satisfactoryAt the time we contracted ASAP to re-roof our home [redacted] was an employee and representative of ASAP RoofingThe CEO [redacted] of ASAP contacted us via telephone on 10/and stated that he was willing to honor the estimate as shown on Xtreme's paperwork, as it is their subcontractor and he then agreed to send us a new invoice reflecting the agreed upon dollar amount detailing the scope of workWe never received anything from ASAPTwo or three days later (10/23) Mr [redacted] contacted us by email and shared that Mr [redacted] had been let go and that he has filed a complaint against his previous employeeThe same day we were contacted by the [redacted] police department to serve as witnesses on the investigation on the materials used on our roofWe had a lengthy conversation with the police officer who took the report and he advised us to hold off on payments until for now until the case is investigated further as there are a lot of discrepancies in ASAP's roofing business practices/accountingThe same day Mr [redacted] sent us another email with a revised invoice for an amount higher than the initial invoice with no breakdown on the scope of work, materials etcWe contested the new invoice and shared we would be holding payment until we have more information and justification on his billingAlso informed Mr [redacted] that the officer advised us to wait on payment until we have more information on the pending investigationMr [redacted] replied to our email in a rude manner making threats demanding paymentTherefore his reply to this complaint has no merit given he is still billing us for work he claims his company completedWe contacted the Town of [redacted] on 10/28/to inquire if a permit had been pulled by ASAP Roofing (as we learned this is standard for the contractor to do before they begin work) and it had not been pulledThus, we had to pull the permit and pay the fee as required by the Town of [redacted] The roof was inspected by a town inspector on 10/30/and passedTo date we have no invoice detailing work or materials, but a hefty generic invoice that keeps going up in priceWe want to resolve the matter but we are dealing with a company that is trying to strong arm us into paying what they want without proper justification Final Business Response / [redacted] (4000, 11, 2015/11/12) */ Again we do not have any agreement of any kind with Xtreme RestorationAt this time you have not paid ASAP Roofing a penny for the roof that was installed on your home I understand this is a very sensitive matter and an ongoing criminal investigation but you have no right to hold funds for the services we have rendered

Initial Business Response / [redacted] (1000, 6, 2015/07/30) */ I have reviewed this account and the insurance did not pay for a window to be replacedOnly window screens were to be redoneWe dispatched a window screen replacement company in April and they said the work was completed by April 17thWe have spoken to the customer times since then and there was no mention of work that still needs to be completed If a window is in fact broken the customer will need to contact his insurance company as they did not pay to have any Windows replaced

Initial Business Response / [redacted] (1000, 7, 2015/05/26) */ This complaint was unnecessary to come into the Revdex.comA refund check was issued prior to the complaint being filedThe customer should have received it by the end of last week Two calls were made to our office two weeks apart for the check to be processedWe have to have a chance to issue a refund back [redacted] Ho called states he needs a reimbursed check for $for the antenna [redacted] can you write this check for me please Emailed to: ***@asap-claims.com 04/30/XXXX X:XXPM Comment [redacted] Ho called states that he need a check for $for the antennai was speaking with him but the call got drop Emailed to: ***@asap-claims.com 05/18/XXXX XX:XXAM Comment Customer Refund $05/18/XXXX XX:XX PM XXXXX As for the vents it was overlooked however I have no notes on the file prior to this complaint about the issueObviously we will go back out and add them if the customer still would like them doneWe did not bill for these as they were overlooked

Initial Business Response / [redacted] (1000, 6, 2015/08/04) */ I'm sorry for any inconvenience you may have been put throughI resent the statement that you think we are a fraud as we are a stand up company with over roofs installed last year and an accredited member of the Revdex.com We do sign a contingency agreement with our customers, which the Revdex.com reviews anally to make sure it is within the guidelines of state laws and the the Revdex.com's code of ethics for accredited businesses We did invest resources and man hours into helping to make sure the claim process went smoothly for you and the contingency agreement is our way of recovering those costs I will honor your request to release you from the agreement and will close out your fileI hope going forward you read the contracts you sign before signing them so you are not confused and feel forced into anything in the future Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/08/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept your response to release me from the agreement I was misled into signingHowever, your response is unprofessional and condescending, below are my reasons which you should take into consideration moving forward on how to treat and respond to customers: If your intent was to truly apologize for my inconvenience your response would not need to place the misunderstanding back on me for not reading or being confused As a professional roofing company, your associates should be trained to accurately assess damages and not estimate high and then depend on the insurance claim adjuster to determine a price A true professional would not have a customer sign a contingency agreement or resort to high pressure sales tactics I contacted my insurance company and made the claim myselfI also verified with them that your company had zero involvement in the processing of my claim You apparently misunderstood my complaintI stated your manager accused me of fraud You can purchase a Revdex.com accreditation and keep it as long as your respond to your customer's complaintsThis does not make you a stand up company The "contingency agreement" is vague at best You need to use spell checkI doubt the Revdex.com reviews your agreements anally

I am sorry for any confusionHowever our agreement is very clearIf there is a change it price it has to be agreed to with the insurance company (which it was)The scope of work we have no control overIt is up to the insurance company and your policy to determine the scope of work

Here is the copy of the final settlement statement from the insurance company and a copy of our invoiceAs you will see the numbers match just as they are supposed toAlso you will see the signed contract outlining overhead and profit due to us on any jobs that are more complex then just a simple roofWe also detached and reset the solar panels as well as had an HVAC contractor replace heat stacks damaged by the hailWe were also contracted to complete gutter guards and a crew was dispatched to the home and they were not allowed to complete this workObviously expense was incurred when the crew was sent outPlease mail your payment at your earliest convenience as the account is overdue at this time and pending collections

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] ***