Assurance Contractors Inc.

***,We can do the work covered by your *** *** claim for the exterior of the home, that Mrs*** previously declined. As previously stated, this includes work from your *** *** claim of the following items: -Replacing one shutter on the front of the home.-Painting two of the shutters on the front of the house.-Painting the right side of the home, siding only, no trim.-feet of gutter replacement that insurance coveredPlease note that insurance did not cover entire house which would have been feet of gutters and downspouts. Unfortunately, we are not an interior repair contractor and would not be able to complete interior work of your homePlease let us know how you would like to proceed to resolve this matter of the exterior home items mentioned above. Thanks,Steve

We just received the hardcopy notice of this complaint today and I am immediately responding We did not receive the email notification - I am terribly sorry I will look into this immediately to see why we never received the email Please accept my apology for not responding
as soon as you sent the email.We take our Revdex.com accreditation very seriously as it is highly valued by myself and all of Assurance Roofing Company Please note - we billed for this job 10-27-and final payment was received in early December We had discussions primarily (98% of the time) with Mrs*** *** throughout the project, from inception through payment.When the work was done, we billed for the project, and the bill was promptly paid We have heard very little from Mr*** *** until just three weeks ago.Mr& Mrs(***) *** (from what I understand from Mrs***) were going through a divorce at the time of their roof repair project (September - October 2014) Mrs*** *** (according to her) was in charge of coordinating the roof repair Mrs*** was not entirely happy that she was responsible for this but she was diligent and worked with Assurance Roofing personnel to get things completed Mrs*** *** was our primary contact 98% of the time and we coordinated the project through her She made all decisions that needed to be made She did say that she was communicating with Mr*** from time to time regarding decisions that needed to be made, but our contact (98% of the time) was with Mrs*** There was evidence of this as from time to time she would say, "let me check with *** and I will get back to you".Three weeks ago Mr*** contacted our office and inquired regarding why the gutters weren't replaced, the siding not painted and why the interior repairs were not done Brian B*** (the account manager for the ***'s job) met with Mr*** and explained that:a) we had never contracted to do the interior repairs (see attached contract) and that b) Mrs*** *** had decided not to make the gutter or siding paint repairs as insurance was only covering a portion of the gutters and the siding paint She had told us it didn't make sense to her (and Mr***) to only make partial repairs We did explain that insurance was only obligated to repair the portions of the home that the hail damaged Mrs.*** understood this, although she certainly wished that insurance had paid for 100% replacement of gutters and siding paint as they were thinking of selling the home. When Mr*** contacted us three weeks ago, we did go over the ***'s bill in detail and in fact found that the ***'s had overpaid us by $which we promptly refunded to Mr*** More detailed explanations below this point:Please reference the attached file for the following discussions - *** *** *** Contract CopyReference Mr***'s statement, "I signed for them to repair ALL the hail damages including interior work."See attached contract which lists what we agreed to repair (which I pointed out in red in the attached) The list of what we were contracted to repair clearly says:RoofGuttersSiding (and siding paint)Please note - there is no mention of Assurance Roofing agreeing to do any of the interior work - (the sheetrock repairs or interior painting which Mr*** mentions) on the attached contract.Also please note: Our contract states that unless insurance is paying for the complete replacement of the roof the customer is not obligated to make the repairs The same goes for other repairs, in this case,the gutters and the house exterior paint Our reasoning is purely for the customer's best interests - many times our customers do not want to make the repairs if insurance is only willing to repair a portion of the damaged item(s) Again, please reference Mr*** where he says, "My contact with the company concluded with them saying that *** *** was not going to pay enough for the other work to be completed."This is simply true But, I think he is implying that we wouldn't do a certain component of the work for what insurance was willing to pay - this is not the case Please look at the attached *** *** claim detail which clearly shows they are only paying for a small portion of the gutters (80' out of 281') and for only one out of four sides (the right side) of the house.Assurance Roofing has no way to determine what insurance is going to warrant - we can't decide this In some cases we might argue with insurance to pay for additional damages (when there are additional damages) but in this case we were in agreement with *** Farm's assessment of what was damaged and what was not In any case, w can only replace/repair what insurance has agreed to replace and pay for, IF THE CUSTOMER WANTS US TO. Just to make certain there is no confusion let me explain (in even more detail) beginning with the gutters.Please reference the attached file for the following discussion - *** *** Claim Data (this is a copy of what insurance is willing to pay for - what was damaged by the hail storm)This shows (in purple highlights) that insurance was only paying for feet of gutter replacementHowever, the house has 281' of gutters and downspouts Mrs*** did not want to replace the gutters unless 100% could be replaced We would have replaced 80.16' of gutters for what insurance was paying, however, Mrs*** decided to not replace the 80.16' of gutters We did quote (as an option) the cost to 100% replace the gutters and downspouts and it was $per foot or approximately $1,000, just as Mr*** points out He seem to be thinking that we wanted to charge $1,more than what insurance was willing to pay for a given amount of work No, they wanted a quote on more work - $1,more was optional - it was the amount necessary to replace ALL of the gutters and downspouts But, we did not replace any gutters according to Mrs***'s direction Note: The ***'s received from *** *** the cash value of the gutters not installed.Please reference Mr***'s statement that "The siding man never showed up".This was simply because Mrs*** decided to NOT have us do the exterior painting He never showed up because we never ordered the work because it was never authorized by Mrs*** She did not want only one side of the house painted, which was all insurance had agreed to pay for Please look at *** *** Claim Data - notice that insurance was only paying to paint the siding on the right side of the house Again, Mrs*** decided to not have us paint only the right side of the house She said that they might be selling the home and she felt it would not make sense to have only the right side with fresh paint Note: The ***'s received from *** *** the cash value of the siding paint on the right side.Also please note - there was a couple of other exterior damaged items that we would have repaired if Mrs*** had wanted us to, but she elected not to have these items repaired:Replace shutters on the frontstain deck on the rearNote: The ***'s received from *** *** the cash value of the shutters and the deck stain.Also, please note in attached file *** *** to Customer that we did not charge for gutters or for the siding paint or any of the other work that we never agreed to do in the first place or we were directed to not do by Mrs*** ***.In conclusion Again, I am very sorry that Mr*** is unhappy We felt the project was completed satisfactorily via our communications with Mrs*** *** - we did what she instructed us to do Satisfaction with the work completed was also in evidence because we billed the ***'s for the completed work on 10-27-and after discussing a couple of minor points with Mrs*** ***, the bill was paid promptly (in full) in early December - this was nine months ago. I am more than happy to continue discussions with Mrs*** - this makes sense because she was whom 98% of the work was coordinated with I am also happy to discuss this further with Mr*** but I believe some of the confusion or misunderstanding may have simply occurred because Mrs*** *** was handling things from inception to conclusion. Sincerely,Steve A***PresidentAssurance Roofing Company Inc

Complaint: ***
I am rejecting this response because:The list of damages including interior water damage and exterior paint damage and gutter damage is clearly itemized in the damage report and their account manager Brian B*** video taped his pre-work inspection prior to signing the contract which included all damge (his crayon marks on the damaged bbq grill are still on the stainless steelIndeed *** was put in charge of dealing with Assurance through divorce proceedingsI do recall that Assurance wanted us to provide the paint to match the existing damaged painted gutters and siding (which we did not have). I am sure there is a copy of the original damage inspection reportI had to rely on Brian B*** who kept saying we can take care of that gutter and screen and we can get our "painters" out to the hose to get everything painted.It is obvious that Assurance is not reputable and I will continue to complain and intend to do an online report of their crappy attitude and lack of honestyIt has been learned that Brian B*** is no longer working for them but the company is ultimately responsibleMy contention that they did not want to finish the repair work because the insurance did not pay enough is absolutely correct and Brian and I discussed this several times.This was a true bait and switch. Basically we will fix everything but in reality, they only wanted the roof work which they got paid very well. I still have peeling paint and siding and cracked drywall.I intend to send a registered letter to *** *** and my local agent (who is a personal friend of the owner of Assurance Roofing) and warn them of their unethical practicesSince my local agent is a personal friend of the owner of Assurance, I do not expect any sympathy.....but I can always move ALL my *** *** business to another agent
Regards,
*** ***