B & L Roofing, Inc

B&L Roofing is committed to maintaining our impeccable reputation in this industry with our entire focus on building and maintaining our customer relationships while providing superior products and workmanshipThis statement is most evident by our A+ standing with the Revdex.com, it not to say that we
don’t have problems that arise it just means that we strive to resolve these situations before they become a real area of concern and we do so in a way that our customers know we careHad we been given a chance to rectify these concerns in advance, we would have certainly made it right and I’m sure the ***’s can attain to thatIn direct regards to the *** project; the first area of concern by the property owner suggested we did not seek insurance approval for deckingConfirmation on the type of decking isn’t possible until you have the shingles removed, therefore approval isn’t sought after or given until a company provides photo confirmation of what type of sheathing the property containsWe are also required by IRC and County Code installation guidelines that all asphalt shingles must be adhered to a solidly sheathed deck and new decking was a necessity for a proper installation to occurAfter the work was complete we were than notified that the ***’s insurance policy did not have ordinance coverage as a part of their policy and the decking was declined for payment, as a good faith gesture B&L Roofing never charged the customer and instead absorbed the cost of the deckingThe customer also had a concern over the billing for gutters that were not approved by their insurance and damage that occurred to their soffit during the gutter installationRegarding the gutter’s not being approved, the gutters were approved by the insurance for both the house and garage however the customer had advised our team that they did not want to do the gutters on the garage and would be using the insurance proceeds for that line item elsewhereDuring the installation there was a miscommunication on our side and our team completed all the gutters on the property (house & garage)Once this was brought to our attention we did remove the line item for the garage gutters, the customer billing was rectified and B&L Roofing absorbed the costDuring the gutter installation, there was damage done to soffit on the property and with the quick response of our team this too was rectified and repaired within hours, Mr*** was very impressed with the final repair and even complemented us on the workmanshipThe last area of concern was billing, the customer had the impression that she had paid her final bill in full and was very upset when she received another bill from our companyB&L Roofing works directly with the insurance company, we bill as they release fundsOur first bill is based on the customer’s first insurance check which is called the ACV or actual cash value, the second bill is based on the 2nd insurance check and is called the RCV or replacement cost valueThe RCV is only released to the customer if they have a contractor working with them and can show proof that the work is completeThe first invoice we sent out to the customer did state “pending insurance supplements” this was included so that she was aware that we were still in negotiations with her insurance, she did pay this invoice in fullOnce we came to a final agreement on cost and confirmed that the insurance released depreciation and paid supplements we sent out our final invoiceUnfortunately, the customer wasn’t fully aware why she was getting a 2nd bill and submitted a complaint onlineThe day after we received this complaint we met with the ***’s in person and went over every concern with them in much detail, we believe that we have resolved all concerns and left this meeting with great outlook on the relationshipAlthough we followed standard billing protocol, there is area for improvement and this complaint has opened our eyes to some additional training and customer service that we will began implementing going forward to avoid any miscommunication or misunderstanding in the future

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.
Furthermore, [redacted] went above and beyond to resolve my issue.
Sincerely,
[redacted]