ASAP Roofing (R)

Revdex.com:
I would like to reject the offer of Arbitration for complaint ID ***. A Senior Claims Resolution Specialist I of *** Insurance advised as follow: "The roofing company should carry their own insurance for accidents such as this that occurredIf the roofer caused this damage they would be responsibleTheir insurance information may be on a copy of one of the forms you may have signed with them if they have insurance." Thank you, Senior Claims Resolution Specialist I*** ***
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Sincerely,
*** ***

I am sorry if there has been any difficulty in completing the work as you requestedWe did the work as was approved by AllstateAs far as your deductible that is required to be paid by the Texas Department of Insurance and is not something that we have any power over or can offer to
negotiate. We did install new screens (not solar screens like you wanted, but the screens were replaced) all of the other work on the property has been completed as wellWe offered a resolution to resolve this amicably and will be standing by that. The reason why you do not have enough money to complete those screens is because Ayour $deductible BYou want upgraded to solar screensObviously there isn't going to be enough money to get all of that done as you are required to pay $as per your insurance policy. All work was completed as required per Allstate's approval and payment is due at this time

I am very sorry for any inconveniences you have had during this processI have spoke to everyone involved and I am sorry that you are not happy with the workI am under the understanding that my drywaller advised you that the texture needed to dry and you rushed him and said he must paint it the
same dayThis is the reason it does not look perfect and you were warned that this would be the caseI will agree to terminate your contract with us however we are unable to redo the work since it was your choice to rush the completion knowing that it could have repercussions to the completed product

Again I welcome you into our office to sit down with a manager and resolve your issuesWe are open from 8am-6pm Monday-Friday. AAs for your comment about the crew arriving early that is the status quo for the Roofing industry

Complaint: ***
I am rejecting this response because:Your company is in the roofing business and should have the expertise to complete a roof repair without causing more damage You should know how houses are built since the roof is part of the house Your team could have looked in the attic to find the gas lines before replacing the work The previous roofer had no trouble replacing the roof without causing a gas leak Bottom line, your company caused the gas leak by nailing through the gas lines and if you had any integrity your company would take care of the repairs As far as the other repairs needed, my roof was replaced on 6/22/and no one from your company has contacted me about these other repairs I have had to continuously ask one of your salesmen when the repairs will be made and the response is always "your order is still open" Your company has not addressed any of my concerns You would not even speak to me when I called your office So far the cost of repairing the gas leaks caused by your company is at $
Sincerely,
*** ***

I am sorry for the issues you have been having. Due to the size of the recent storms that hit the area we are a little back logged. This will be addressed tomorrow.

Initial Business Response /* (1000, 6, 2015/10/07) */
I am very sorry for an inconveniences that this situation has created. We 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.
6/25/15 A contract was signed to have us complete the project and material was agreed to in writing.
7/13/15 material order was placed as on the original contract.
7/21/15 material was attempted to be delivered. Customer spoke to sales rep asking about material options and requesting more time. This is the first note we have that he wanted a different shingle. The build was placed on hold.
7/30/15 we received a written notice to cancel. We contacted the customer to advise of the penalty for cancellation as worded in the contract. Several 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 resolved. I would be able to waive the restocking fee and get a different shingle on order for you. The standard upgrade fees would apply for an impact resistant shingle. The 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 /* (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 services. Obviously, 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 placed. He 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 shingle. I waited 4 days for him to call me back with an exact price. When he finally called me back, he told me that there would be an additional LABOR charge of approximately $800 On top of the $800 up-charge for the upgraded shingle. I 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 practice. Their 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 phone. I finally spoke to a person in the office on 9/28/15. She said she would have a supervisor call me back within an hour, so I could explain my situation. I waited 4 hours and never received a return call. I called back and once again asked to speak with a supervisor. The 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 performed. The 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 $4,112.68 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 9 news.
I would also like to point out that your dates are INCORRECT. The installation date (on the contract) was to be 7/31/15. 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 rep. As stated in my original complaint, I refuse to pay a restocking fee for the mistake made by the sales rep. Your sales representative lied to you, and to me!
Final Business Response /* (4000, 15, 2015/11/12) */
I appreciate your understanding in the costs we have incurred so far due to this communication breakdown. I am willing to lessen the cancellation penalty but $500 does not cover our costs. I also want to point out we pulled a building permit on the job so that fee can not be recovered either. If you can agree to $1,000 I will put the check in the mail right away for the difference of $3112.68. (or you are welcome to come by our office and pick it up if you would rather)
Final Consumer Response /* (2000, 17, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept your offer for a refund of $3,112.68. If you could send me a check as soon as possible, I would appreciate it very much. I apologize for the the lack of communication, and I'm also sorry for the inconvenience that has been caused for both of us. Thank you for your understanding!

I am sorry about the situation you are in. This is a terribly difficult issue. Unfortunately it is the homeowners responsibility to verify what colors are approved by the home owners association. This 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 free. I again am sorry for your situation. But this is outside of our control.

Initial Business Response /* (1000, 6, 2015/08/04) */
I'm sorry for any inconvenience you may have been put through. I resent the statement that you think we are a fraud as we are a stand up company with over 1200 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 file. I 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 /* (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 signing. However, 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:
1. 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.
2. 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.
3. A true professional would not have a customer sign a contingency agreement or resort to high pressure sales tactics.
4. I contacted my insurance company and made the claim myself. I also verified with them that your company had zero involvement in the processing of my claim.
5. You apparently misunderstood my complaint. I stated your manager accused me of fraud.
6. You can purchase a Revdex.com accreditation and keep it as long as your respond to your customer's complaints. This does not make you a stand up company.
6. The "contingency agreement" is vague at best.
7. You need to use spell check. I doubt the Revdex.com reviews your agreements anally.

First off I am sorry that you have had concerns with our phone system. I’m not sure what might have been the issue with it but we receive voicemails everyday so must have been an isolated incident.   Can you tell me who it was that you spoke with who was rude so I can address that with them...

directly?   As for the material delivery it is always scheduled within a few days of the initial install. When an install is moved due to weather we can’t get the material picked up and moved. Most of the time it is loaded on the roof of the home so it isn’t usually an issue. Also to address the extra material we always order more material then the insurance pays for to make sure we do not have to make another trip. So that additional material is our property.   To get to the main issue here we work off of the insurance’s final “RCV” for our billing. In most cases when the initial insurance estimate is written it does not allow for changes in building code and often omits required material. We invoice the insurance for these additional expenses in what is called a supplement. I have attached the final totals from the insurance. The final “RCV” is $11,553. We have issued a credit of $250 for a referral and $1,903.20 in work that was approved by insurance that we did not complete. We received a payment of $2000 and $3364.31. This leaves a balance due of $4,36.32. Due to how long this has drug out we have already started the process of filing a lien on the property so on Monday 2/29 an additional $600 will be applied to cover those expenses.   I have included all of the documents to show how these charges were calculated. You can make a credit card payment at https://asaproof.net/checkout/

Complaint: [redacted]
I am rejecting this response because:
This is  not true. We had every intention of using this company until they tried to change the price and scope of work on us. The insurance claim had already been filed and the salesperson had seen what the company was paying us. It even says specifically on the agreement that if the insurance company did not change the price (the roofing company said we should get more) that our price would not change. We told the person who came over to 'pick out our materials' that we would not be using this company because he switched the price on us and was attempting to change the scope of the work and do less work than what was agreed upon in addition to the original price. WE did not break the agreement. The company broke their agreement with us. At that point we told the representative that we would not use them and wanted our money back. There were no materials purchased at that point because we had not chosen any. This was immediate upon finding out the company was handling this unethically, we did not have any reason to change this until then. We also called the next day to have our money refunded because they were not doing the work. There was no outlay of work or materials or man hours since the company had not even scheduled us for a day to repair the roof, let alone done any work.  Sincerely,
[redacted]

Complaint: 11112585
I am rejecting this response because:  It is exactly the kind of response one would expect from this slipshod outfit. Yes they have called many times, sometimes they left messages and other times I spoke with someone and three times asked that the manager of the business call me so that we could meet at my house and forge a solution - offering a day that I would be available . But nobody ever called to either confirm or set up an appointment so they may have come by for all I know. AND, How can they have an appointment if no time was ever set?  As I stated earlier when I talked to the office on another occasion they picked the day and time for a meeting at the house (July 3rd at 1:00) and stood me up! Also, one of their people told me when I called about the Dish antenna that they would pay for the service call to right my problem. I'm the only one who was ever stood up. As for their claim about not attaching anything to the roof it's either a crock or my swamp cooler must just be setting loose up on the roof. I guess I should check that out. And this bit about the  water lines ... if what they say is true then why did two or three of their people [redacted]l) take photos of the dangling line and not say anything to me about this so called policy they have? Note that their workers starting in the dark was not even addressed in their response.
Sincerely,
[redacted]

I am sorry this has taken so long but most of the hold up has been on the insurance companies side. This is just something out of our control. We 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 code. The 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 for. It will not be a problem registering it to the new homeowner once everything is finalized. Lastly 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 numbers. Again I truly apologize for the delays but when dealing with multiple trades on an insurance claim it is always a long drawn out process. This is not untypical for it to take 8 months to finalize if we run into complications with the billing from the insurance.

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: [redacted]
I am rejecting this response because:
Wow, I never signed that aggreement nor see that contract before. In fact, I only had a verbal conversation and gave those information so asap can start looking at my roof with agreement that I can still choose whoever later to do my roof. I never agreed to sign any contract until we worked out the number correctly. I saw that asap really manipulates people to sign the agreement at the first time as I saw many complaints in here about that. In my case, I did not sign that contract. In fact, the signature is completed wrong. You can check my REAL signature on the attach form. I also stated clearly to my brother and Taylor when he came over that we wouldn't sign anything from the beginning. I attached the installation verification form where I agreed with [redacted] about the work that suppose to complete with money that paid by insurance minus the deductible plus extra work WITHOUT out of pocket costs as it crossed out. If that is not honor by ASAP, please refund the money.  
Sincerely,
[redacted]

I am sorry for any confusion. However our agreement is very clear. If 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 over. It is up to the insurance company and your policy to determine the scope of work.

I am sorry but we do show a balance on the account. The lien will not be removed until this overdue amount is paid in full.

I am very sorry for any inconveniences this process has caused you. When the installation for the insurance work was set we were advised you wanted to have fascia work done and wrote on the work order this would be at an additional cost. We did not have a price at that time as we needed a bid from...

the contractor. Once the bid was received Thomas called and advised of the price for that work. Being that it was already stated on paper this was an additional cost above the insurance funds we did not feel this was needed to be writen out again since the price was agreed to over the phone. Again I am sorry for any confusion but we were under the impression it was clearly stated this was an out of pocket cost.

I do see the concern that the initial price is a ballpark estimate. We always fluctuate the contract price with the price approved by your insurance company so none of our customers are left holding the bag on a $15,000 agreed to scope of work and insurance allowing $12,500. We don't make our customers come up with that difference. The reason for the contingency agreement is that when we start work on a file we invest money into that file immediately and need to be able to make sure our resources are recovered. These are real costs as well as time resources.For example we made multiple calls from your project manager and our office staff. We have made 4 visits to your house to meet the insurance and make sure your claim was approved and several visits to coordinate the project. Obviously we do all of these free of charge knowing that we are contracted to get the roofing work. I do not see any record of the $10,031 estimate however if that's what it takes to resolve this issue we will honor that price and be able to get your project scheduled right away!

Initial Business Response /* (1000, 5, 2015/07/13) */
We have spoken to [redacted] on many occasions and have tried to help in any way we can.
When we were first made aware of the problem we sent out a contractor to take a look and sistered the rafters to prevent further damage.
We advised...

to [redacted] that this is an issue that needs to be addressed with her homeowners insurance or the delivery company [redacted]
When the customer did speak with [redacted] they opened a claim and the adjuster has been attempting to contact her by email and phone for the last several weeks.
The adjuster is:
[redacted]
XXX-XXX-XXXX X XXXXX
[redacted]@libertymutual.com
Claim # PXXX-XXXXXX
There is nothing more that we can do to help and the balance due needs to be paid in full.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Misrepresentations of the facts. Not resolved.
Final Consumer Response /* (3000, 18, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In fact, ASAP Roofing's subcontractor did deny liability during a telephone conversation and said it was ASAP Roofing's fault that the shingles were delivered 3 weeks prior to installation, but did begrudgingly file a claim.
The insurance claim filed by ASAP Roofing's subcontractor is still pending. An engineer from ASAP's subcontractor's insurance company visited my home on July 28, but as of September 25 has not submitted his report to the insurance company.
If ASAP Roofing would like to spend some time pursuing the insurance companies, here is the contact information for ASAP Roofing's claim and ASAP's subcontractor's claim:
[redacted]
XXX-XXX-XXXX ExtXXXXX
Claim #PXXX-XXXXXX-XX
[redacted]@libertymutual.com
[redacted]
XXX-XXX-XXXX
Claim #PRXXXXXX
[redacted]@gstateca.com
Final Business Response /* (4000, 20, 2015/10/09) */
We were advised to stay out of it. This is up to the insurance companies to come to a determination.