Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I called the office to complain about the leak and they just said somebody would call m backThen , I got a call from Jeremy and he scheduled an appointment for FridayThat appointment was canceled due to weather and I was told I would get another call the following weekThe crew showed up Monday unannounced and then they repaired the tiles that they said were broken and they said there was no charge since it was a repair just b and I signed a form that clearly said no charge! Then I got an email for an invoice for $When I email Jeremy, he said the damage was new and that was why I got chargeThe thing is the leak was coming from the same area that was fixed last fallThere has been no new damage to any of the tilesThis company is not backing up their work and they ar double charging me too something that should have been fixed right the first timeI hire and paid them to stop my roof from leaking and that has not happenedSo, I am not satisfied with their service or their response Regards, [redacted]
In response to the letter dated 5/31, re: complaint id# [redacted] • It was never conveyed to me either on the phone or in the brochure I received from Welte Roofing about being charged "portal to portal".• I am sorry for any confusion as to whether I am unsatisfied with the quality of work or the costThe answer is both, as explained on the phone call 5/The job was done shoddy at best for "professional" rates (a carpenter I work with looked at the picture and replied "it looks like the before picture of what I need fixed")I never switched my complaint, as I am not happy with either and never was.• The bill is not an itemized bill (as it does not break down costs) and does not accurately represent work done (i.ethere was not 2' of valley replaced, along with the hole still being there for water and/or another animal to easily open and re-enter).• I understand that anything not seen by the estimator couldn't be accounted for, however, according to Welte Roofing in their response they "only repair what is visually damaged", so I don't understand how additional costs were incurred without my knowledgeAdditionally, on the company's website (welteroofing.com) it is stated "We maintain communications with owners regarding any changes in schedule, scope of work, or unforeseen conditions." Again reitterating, during the time the roofers were at our property the only conversations had regarding the work was to confirm the location of the damage and to provide and extension cord and powerThere were no communications about unforeseen conditions or additional damaged uncovered.• I was never offered a "manager" to come see the work, nor was I informed that if the job was not done right it would be remedied "at no cost", just as I was not informed of "portal to portal"The attempt to remedy by Welte Roofing has been a joke, I was literally laughed off the phone 5/and there has been no further contact.• Unfortunately the trust with Welte Roofing to perform a quality job is lackingIf someone is absolutely necessary to come look at this work performed, I prefer it to be someone in which cares about the reputation of the companyI also need a reasonable window of time so I can coordinate time off from work.• I informed the estimator that I was willing to pay for the work performed and the hours, and I would just move on and find another contractor to re-fix this jobBut, the bill received does not align with the description of labor and rates which were previously agreed uponHe immediately informed me of collectionsAt such a time shall that happen, I will then be compelled to file a small claims suit.• My next step will be to file a complaint with the Consumer Protection Agency, Federal Trade Commission, Pennsylvania State Attorney General, and again a small claims suitOnce, if and when, a solution is not arrived upon and the amount charged is sent to a collections.• I've never been one to not pay a bill however I've never been so let down with a professional serviceI am not willing to be taken advantage of and plan to exhaust any and all avenues necessary should I have to.In closing, I expect to hear from management or ownership at Welte Roofing to coordinate a reasonable time in which someone can look at the work performed while I am present to discuss a resolution[redacted] Attachments:Pictures after the "repair"Roofing Maintenance Program Brochure copy
RevDex.com: I received the company's response and am accepting their resolution to complaint ID [redacted] .1. It was again explained to me verbally and in writing the rates however in both travel time was left out.2. A. The cost of work was an issue as they didn't perform what they said they did and charged more labor than time they performed work B. Workmanship was again shoddy at best ( I now had another company perform the repair and noticed that the 6' of "decking was more like 1')3. The bill that I received clearly stated the amount of money I was being charged. However left out labor (time spent working) and cost of material as every other bill I've received contained.4. When the estimator showed up at my home there was in fact a temporary repair over the damage. However there was only a couple screws holding it on. I'm not sure who goes to look at a job and does not carry even a screwdriver?5.The superintendent offered on June 14, 2017 first to send another crew to perform work which I refused. Then he offered to perform the repair himself which I again refused due to my lack of time to watch the work be completed and my total lack of trust in his company.6. I then received a phone call from the superintendent at a later date with the same offer because he has 30 years experience it would be a better job than the worker that performed the job prior which only had 6 years. I explained that him having 6 years experience and still did such poor work made me less comfortable with the company.7. I then received a letter in the mail from the company with a credit of the balance due. I'm accepting that they did the right thing I only wish it wasn't a battle the entire way. Regards, [redacted]
May 31, 2017Attn.: *** ***Revdex.comHoliday Drive, Suite 220Pittsburgh, PA 15220Re: Complaint ID# ***Dear ***,We are in receipt of the above-referenced complaint and your letter dated 5/26/Following please find our account of the issue and our attempt to
remedy the problem directly with the customer;On May 9, 2017, at 7:am the client contacted our office to schedule an estimate for repair, at which time the client was informed that we do not perform estimates for repair work and, that repair work is done on a time and material basis and was provided our repair ratesWe also informed the customer that no repair is a guarantee because if there is damage that is not visible we will only repair what is visibly damagedWhen asked if he still wanted to schedule the repair, he indicated that there may be additional damage but was not sure and would prefer to speak with an Estimator to discuss the approximate costs.He was then transferred to our Estimator who again explained the rates, in addition, explained that travel time would be part of the hourly rates, (portal-to-portal).We agreed to come and take a look at his roof to determine the scope of the projectUnfortunately, the client requested a meeting time outside of our business hoursOur Estimator then provided the customer with our hours of operation and informed him that the evaluation would need to be done during this time periodThe client consented to not be present at the time of the evaluation in an effort to achieve a quick permanent fix to his roof damage.We went to the client property to evaluate the damage caused by the raccoon and based on our visible inspection, there was no indication that there was extensive damageHowever, it was apparent that the client did make a temporary repair that obstructed the visual inspectionWe called the client and presented our findings along with a ballpark cost for repair of around $500.00, however, it could be more or less as this was only a visual inspection and anything uncovered after the removal of his temporary repair could incur more time and materials.On May 19, 2017, we arrived at the client property to perform the repair as discussed, during which time our crew prepared the site by first removing the temporary repair installed by the client along with the damaged shingles and areas of the valley caused by the animalOur crew uncovered a large hole in the wood decking that was not visible nor indicated by sagging shingles in this area during our initial evaluationIn order to properly fix the damage, the reveal of this hole warranted additional work which would provide a solid surface for the shingles to be affixed to.As outlined in our invoice #*** dated 5/19/2017, we replaced 6ftof decking to repair the large hole uncovered during preparation, installed 4ft of ice and water shield, re-used any shingles not damaged by the animal, and replaced shingles that were no longer usableThis work took approximately hours to complete beginning at am and completing the work including debris cleby 11:am on May 19, 2017.On May 26,2017, we received a call from the client regarding the invoice he received for work completed on May 19,He was not only irate over the additional amount but abusive with our Estimator using foul languageIn an attempt to address the client’s first complaint of having to pay for travel time, our Estimator again explained that travel time is part of the hourly rate and that he discussed this with The client prior to the repair being scheduled and reminded the client that he agreed to the rates discussed at that timeFurthermore, it was also explained to the client prior to scheduling the work that the estimate of $was just that, an estimate, and any additional damage not foreseen would incur additional time and material charges accordingly.The client then switched his complaint toward the quality of the work performed, again using abusive languageConfused, our Estimator asked if he was complaining about the price or the quality of work explaining that these were two different issuesOur Estimator tried to remedy the complaint by offering to have a manager come out to review the repair and if anything was found to be incorrect or not to industry standards that we would repair it at no cost to the clientIt was at this time the customer adamantly refused to allow us to remedy his complaint about the workmanship, again using abusive language and stating “I am “expletive” done with your company” and further indicated that he was not paying his billOur Estimator informed the client that is certainly within his right and that we do send all unpaid debt to collections after days.It is evident that the client did not anticipate the hole uncovered during our preparation nor, were there any visible signs such as a sag in the area the hole was found during our initial evaluationHowever, following the manufacturer’s requirements to have a solid surface “Decking” on which to affix the shingles, we repaired the hole accordingly.In closing, unless the client has a change of heart and provides us a reasonable opportunity to remedy his complaint this invoice will remain as a balance due.Sincerely,L.AWelte Roofing Company Inc.Patrick *M*** ***Attachments- Invoice #*** Pictures prior to repair
March 8, 2018Revdex.com Attn: *** ***Holiday Drive, Suite Pittsburgh, PA 15220RE: ID ***Dear ***,This letter is to confirm receipt of your letter dated March 7, in regards to *** ***'s complaintI have attached a copy of our email correspondence and
a copy of the service card order he references in order for you to get a complete picture of our interactions.Mr*** is claiming two things:1) That the repair performed on 3/5/that he was billed $for should have been free because we previously repaired his roof in this same area, and;2) That he signed a service card order that said the repair was free.Unfortunately, neither of these claims are accurate.Welte Roofing originally executed a contract with Mr*** on 8/10/to repair broken tile on his lower garage roofThis was an insurance claim I believeWe executed the contract, the work was inspected by our management, and it was found to be completed correctly as per the contract.Six months later, Mr*** contacted our office that he was experience a leak on the garage in the same place that we repaired previouslyAt this time, Mr*** was advised that we charge $per hour and that no repair work comes with a guaranteeThis is a standard explanation our office staff gives to everyone who calls in requesting service.On 3/5/18, Welte Roofing repaired his roof leak (which was the result of newly broken tiles on his garage roof) and the customer signed our service card order where the foreman of the repair crew had written, "Replaced broken tile" in the Description of work completed field and, "Owner had tile, in the Materials Used fieldThe foreman also wrote in the date of the service, the crew members who performed the service, and the start/end times for the serviceMr*** signed in the Customer Signature box which states, "By signing, you are acknowledging satisfactory completion of the above described work."Once the crew returned to our office at the end of the day, I priced the serviceThe customer supplied his own tiles, therefore there was no material costWE were at the job for forty (40) minutes, therefore the customer was billed $for the first hour - our minimum charge.Mr*** is saying that we left the work unfinished last AugustThat is not trueIf we had left the work unfinished the roof would have leaked immediately, not six months laterI understand Mr***'s frustration, however no repair work we do to any roof not installed by us ever carries a warrantyIt is not possible for us to warranty roof repairs because they are unpredictableWe can only address issues we can see visuallyThis was explained to Mr*** first when he signed his original proposal and again when he scheduled the serviceThinking that his new leak this past February should be fixed for free is simply not how it worksIt is a new issue and not the result of faulty workmanshipThe fact that the leak is appearing inside Mr***'s garage in the same place as a previous issue is not indicative of a repeat problemThe issue on the roof could be completely different but the leaking water follows the path of least resistance to enter the home - which easily would be the same path water has previously travelled.Finally, Mr***'s claims that he signed a service card order which indicated that his service was free is falseNowhere on the service card is there any information about price, rates, or chargesThat is explicitly left off the card because our crews and employees do not have anything to do with pricing.This is why all customers are given our rates and procedures on the phone before we come out to do service.I tried multiple times to explain to Mr*** the error in his logic and why he was responsible for the $invoice he has contacted the Revdex.com to disputeI believe that I provided him with excellent timely service and that we was simply not interested in understanding but more interested in getting something for free.Mr*** has paid the invoice in question so we consider the matter closed.Please let me know if there is anything else you require from us.Respectfully, Jeremy *S*Sales & Service Manager Welte Roofing Company
June 28,2017Attn.: *** ***Revdex.comHoliday Drive, Ste 220Pittsburgh, PA 15220Re: Complaint ID ***Dear ***;To address the concerns of the above complaint following are our responses;It was explained to the customer that repair work is based on Time & Material and our rates were providedIt was also explained to the customer that we do not estimate for repair workYet the customer insisted and was referred to our EstimatorThere are two concerns with the customer’s second concernaThe cost of work - as explained in the initial conversation with the customer, the customer agreed to the Time & Material costs as explained and a repair was scheduled.bWorkmanship performed - The customer did call and provide photos of the repair work which were immediately brought to the attention of our SuperintendentAs part of our company procedure, all billing is provided with an explanation of work performed and a total amountAs stated previously, the customer performed a temporary repair which obstructed the ability for our Estimator to see the damage that caused the additional work and materials needed to perform the repair properlyOnce the temporary repair installed by the customer was removed, it was at this time the additional damage to the wood was uncoveredAgain, in order to properly affix the shingles solid surface needs to be presentOn June 14, 2017, our Superintendent met with the customer and determined that the workmanship performed in the original repair was sub-standard and offered his direct services to correct the problem at no additional cost to the customerThe customer informed our Superintendent that he could not take off work to watch the repair in progressIn response, our Superintendent offered to come himself on a Saturday of the customer’s choosing to correct the issues and the customer refusedAs stated in item #5, the offer for the Superintendent to make the corrections necessary was offered and refused by the customerIn response to the last bulleted items (7-9) of the customer’s additional concerns and the customer’s refusal to allow us to remedy the complaint as conveyed in the meeting with our Superintendent on June 14,2017, the President of the company has decided to credit the outstanding balance in its entirety.Attached please find a copy of the credit applied to the customer’s outstanding invoice along with a letter to the customer directly.Sincerely,L.AWelte Roofing Company, Inc.Patrick ** M*** ***
In response to the letter dated 5/31, re: complaint id# [redacted]• It was never conveyed to me either on the phone or in the brochure I received from Welte Roofing about being charged "portal to portal".• I am sorry for any confusion as to whether I am unsatisfied with the quality of work or the cost. The answer is both, as explained on the phone call 5/26. The job was done shoddy at best for "professional" rates (a carpenter I work with looked at the picture and replied "it looks like the before picture of what I need fixed"). I never switched my complaint, as I am not happy with either and never was.• The bill is not an itemized bill (as it does not break down costs) and does not accurately represent work done (i.e. there was not 2' of valley replaced, along with the hole still being there for water and/or another animal to easily open and re-enter).• I understand that anything not seen by the estimator couldn't be accounted for, however, according to Welte Roofing in their response they "only repair what is visually damaged", so I don't understand how additional costs were incurred without my knowledge. Additionally, on the company's website (welteroofing.com) it is stated "We maintain communications with owners regarding any changes in schedule, scope of work, or unforeseen conditions." Again reitterating, during the time the roofers were at our property the only conversations had regarding the work was to confirm the location of the damage and to provide and extension cord and power. There were no communications about unforeseen conditions or additional damaged uncovered.• I was never offered a "manager" to come see the work, nor was I informed that if the job was not done right it would be remedied "at no cost", just as I was not informed of "portal to portal". The attempt to remedy by Welte Roofing has been a joke, I was literally laughed off the phone 5/26 and there has been no further contact.• Unfortunately the trust with Welte Roofing to perform a quality job is lacking. If someone is absolutely necessary to come look at this work performed, I prefer it to be someone in which cares about the reputation of the company. I also need a reasonable window of time so I can coordinate time off from work.• I informed the estimator that I was willing to pay for the work performed and the 3.5 hours, and I would just move on and find another contractor to re-fix this job. But, the bill received does not align with the description of labor and rates which were previously agreed upon. He immediately informed me of collections. At such a time shall that happen, I will then be compelled to file a small claims suit.• My next step will be to file a complaint with the Consumer Protection Agency, Federal Trade Commission, Pennsylvania State Attorney General, and again a small claims suit. Once, if and when, a solution is not arrived upon and the amount charged is sent to a collections.• I've never been one to not pay a bill however I've never been so let down with a professional service. I am not willing to be taken advantage of and plan to exhaust any and all avenues necessary should I have to.In closing, I expect to hear from management or ownership at Welte Roofing to coordinate a reasonable time in which someone can look at the work performed while I am present to discuss a resolution.[redacted]Attachments:Pictures after the "repair"Roofing Maintenance Program Brochure copy
Revdex.com: I received the company's response and am accepting their resolution to complaint ID [redacted] .1. It was again explained to me verbally and in writing the rates however in both travel time was left out.2. A. The cost of work was an issue as they didn't perform what they said they did and charged more labor than time they performed work B. Workmanship was again shoddy at best ( I now had another company perform the repair and noticed that the 6' of "decking was more like 1')3. The bill that I received clearly stated the amount of money I was being charged. However left out labor (time spent working) and cost of material as every other bill I've received contained.4. When the estimator showed up at my home there was in fact a temporary repair over the damage. However there was only a couple screws holding it on. I'm not sure who goes to look at a job and does not carry even a screwdriver?5.The superintendent offered on June 14, 2017 first to send another crew to perform work which I refused. Then he offered to perform the repair himself which I again refused due to my lack of time to watch the work be completed and my total lack of trust in his company.6. I then received a phone call from the superintendent at a later date with the same offer because he has 30 years experience it would be a better job than the worker that performed the job prior which only had 6 years. I explained that him having 6 years experience and still did such poor work made me less comfortable with the company.7. I then received a letter in the mail from the company with a credit of the balance due. I'm accepting that they did the right thing I only wish it wasn't a battle the entire way.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I called the office to complain about the leak and they just said somebody would call m back. Then , I got a call from Jeremy and he scheduled an appointment for Friday. That appointment was canceled due to weather and I was told I would get another call the following week. The crew showed up Monday unannounced and then they repaired the tiles that they said were broken and they said there was no charge since it was a repair just b and I signed a form that clearly said no charge! Then I got an email for an invoice for $200. When I email Jeremy, he said the damage was new and that was why I got charge. The thing is the leak was coming from the same area that was fixed last fall. There has been no new damage to any of the tiles. This company is not backing up their work and they ar double charging me too something that should have been fixed right the first time. I hire and paid them to stop my roof from leaking and that has not happened. So, I am not satisfied with their service or their response.
Regards,
[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I called the office to complain about the leak and they just said somebody would call m backThen , I got a call from Jeremy and he scheduled an appointment for FridayThat appointment was canceled due to weather and I was told I would get another call the following weekThe crew showed up Monday unannounced and then they repaired the tiles that they said were broken and they said there was no charge since it was a repair just b and I signed a form that clearly said no charge! Then I got an email for an invoice for $When I email Jeremy, he said the damage was new and that was why I got chargeThe thing is the leak was coming from the same area that was fixed last fallThere has been no new damage to any of the tilesThis company is not backing up their work and they ar double charging me too something that should have been fixed right the first timeI hire and paid them to stop my roof from leaking and that has not happenedSo, I am not satisfied with their service or their response Regards, [redacted]
In response to the letter dated 5/31, re: complaint id# [redacted] • It was never conveyed to me either on the phone or in the brochure I received from Welte Roofing about being charged "portal to portal".• I am sorry for any confusion as to whether I am unsatisfied with the quality of work or the costThe answer is both, as explained on the phone call 5/The job was done shoddy at best for "professional" rates (a carpenter I work with looked at the picture and replied "it looks like the before picture of what I need fixed")I never switched my complaint, as I am not happy with either and never was.• The bill is not an itemized bill (as it does not break down costs) and does not accurately represent work done (i.ethere was not 2' of valley replaced, along with the hole still being there for water and/or another animal to easily open and re-enter).• I understand that anything not seen by the estimator couldn't be accounted for, however, according to Welte Roofing in their response they "only repair what is visually damaged", so I don't understand how additional costs were incurred without my knowledgeAdditionally, on the company's website (welteroofing.com) it is stated "We maintain communications with owners regarding any changes in schedule, scope of work, or unforeseen conditions." Again reitterating, during the time the roofers were at our property the only conversations had regarding the work was to confirm the location of the damage and to provide and extension cord and powerThere were no communications about unforeseen conditions or additional damaged uncovered.• I was never offered a "manager" to come see the work, nor was I informed that if the job was not done right it would be remedied "at no cost", just as I was not informed of "portal to portal"The attempt to remedy by Welte Roofing has been a joke, I was literally laughed off the phone 5/and there has been no further contact.• Unfortunately the trust with Welte Roofing to perform a quality job is lackingIf someone is absolutely necessary to come look at this work performed, I prefer it to be someone in which cares about the reputation of the companyI also need a reasonable window of time so I can coordinate time off from work.• I informed the estimator that I was willing to pay for the work performed and the hours, and I would just move on and find another contractor to re-fix this jobBut, the bill received does not align with the description of labor and rates which were previously agreed uponHe immediately informed me of collectionsAt such a time shall that happen, I will then be compelled to file a small claims suit.• My next step will be to file a complaint with the Consumer Protection Agency, Federal Trade Commission, Pennsylvania State Attorney General, and again a small claims suitOnce, if and when, a solution is not arrived upon and the amount charged is sent to a collections.• I've never been one to not pay a bill however I've never been so let down with a professional serviceI am not willing to be taken advantage of and plan to exhaust any and all avenues necessary should I have to.In closing, I expect to hear from management or ownership at Welte Roofing to coordinate a reasonable time in which someone can look at the work performed while I am present to discuss a resolution[redacted] Attachments:Pictures after the "repair"Roofing Maintenance Program Brochure copy
RevDex.com: I received the company's response and am accepting their resolution to complaint ID [redacted] .1. It was again explained to me verbally and in writing the rates however in both travel time was left out.2. A. The cost of work was an issue as they didn't perform what they said they did and charged more labor than time they performed work B. Workmanship was again shoddy at best ( I now had another company perform the repair and noticed that the 6' of "decking was more like 1')3. The bill that I received clearly stated the amount of money I was being charged. However left out labor (time spent working) and cost of material as every other bill I've received contained.4. When the estimator showed up at my home there was in fact a temporary repair over the damage. However there was only a couple screws holding it on. I'm not sure who goes to look at a job and does not carry even a screwdriver?5.The superintendent offered on June 14, 2017 first to send another crew to perform work which I refused. Then he offered to perform the repair himself which I again refused due to my lack of time to watch the work be completed and my total lack of trust in his company.6. I then received a phone call from the superintendent at a later date with the same offer because he has 30 years experience it would be a better job than the worker that performed the job prior which only had 6 years. I explained that him having 6 years experience and still did such poor work made me less comfortable with the company.7. I then received a letter in the mail from the company with a credit of the balance due. I'm accepting that they did the right thing I only wish it wasn't a battle the entire way. Regards, [redacted]
May 31, 2017Attn.: *** ***Revdex.comHoliday Drive, Suite 220Pittsburgh, PA 15220Re: Complaint ID# ***Dear ***,We are in receipt of the above-referenced complaint and your letter dated 5/26/Following please find our account of the issue and our attempt to
remedy the problem directly with the customer;On May 9, 2017, at 7:am the client contacted our office to schedule an estimate for repair, at which time the client was informed that we do not perform estimates for repair work and, that repair work is done on a time and material basis and was provided our repair ratesWe also informed the customer that no repair is a guarantee because if there is damage that is not visible we will only repair what is visibly damagedWhen asked if he still wanted to schedule the repair, he indicated that there may be additional damage but was not sure and would prefer to speak with an Estimator to discuss the approximate costs.He was then transferred to our Estimator who again explained the rates, in addition, explained that travel time would be part of the hourly rates, (portal-to-portal).We agreed to come and take a look at his roof to determine the scope of the projectUnfortunately, the client requested a meeting time outside of our business hoursOur Estimator then provided the customer with our hours of operation and informed him that the evaluation would need to be done during this time periodThe client consented to not be present at the time of the evaluation in an effort to achieve a quick permanent fix to his roof damage.We went to the client property to evaluate the damage caused by the raccoon and based on our visible inspection, there was no indication that there was extensive damageHowever, it was apparent that the client did make a temporary repair that obstructed the visual inspectionWe called the client and presented our findings along with a ballpark cost for repair of around $500.00, however, it could be more or less as this was only a visual inspection and anything uncovered after the removal of his temporary repair could incur more time and materials.On May 19, 2017, we arrived at the client property to perform the repair as discussed, during which time our crew prepared the site by first removing the temporary repair installed by the client along with the damaged shingles and areas of the valley caused by the animalOur crew uncovered a large hole in the wood decking that was not visible nor indicated by sagging shingles in this area during our initial evaluationIn order to properly fix the damage, the reveal of this hole warranted additional work which would provide a solid surface for the shingles to be affixed to.As outlined in our invoice #*** dated 5/19/2017, we replaced 6ftof decking to repair the large hole uncovered during preparation, installed 4ft of ice and water shield, re-used any shingles not damaged by the animal, and replaced shingles that were no longer usableThis work took approximately hours to complete beginning at am and completing the work including debris cleby 11:am on May 19, 2017.On May 26,2017, we received a call from the client regarding the invoice he received for work completed on May 19,He was not only irate over the additional amount but abusive with our Estimator using foul languageIn an attempt to address the client’s first complaint of having to pay for travel time, our Estimator again explained that travel time is part of the hourly rate and that he discussed this with The client prior to the repair being scheduled and reminded the client that he agreed to the rates discussed at that timeFurthermore, it was also explained to the client prior to scheduling the work that the estimate of $was just that, an estimate, and any additional damage not foreseen would incur additional time and material charges accordingly.The client then switched his complaint toward the quality of the work performed, again using abusive languageConfused, our Estimator asked if he was complaining about the price or the quality of work explaining that these were two different issuesOur Estimator tried to remedy the complaint by offering to have a manager come out to review the repair and if anything was found to be incorrect or not to industry standards that we would repair it at no cost to the clientIt was at this time the customer adamantly refused to allow us to remedy his complaint about the workmanship, again using abusive language and stating “I am “expletive” done with your company” and further indicated that he was not paying his billOur Estimator informed the client that is certainly within his right and that we do send all unpaid debt to collections after days.It is evident that the client did not anticipate the hole uncovered during our preparation nor, were there any visible signs such as a sag in the area the hole was found during our initial evaluationHowever, following the manufacturer’s requirements to have a solid surface “Decking” on which to affix the shingles, we repaired the hole accordingly.In closing, unless the client has a change of heart and provides us a reasonable opportunity to remedy his complaint this invoice will remain as a balance due.Sincerely,L.AWelte Roofing Company Inc.Patrick *M*** ***Attachments- Invoice #*** Pictures prior to repair
March 8, 2018Revdex.com Attn: *** ***Holiday Drive, Suite Pittsburgh, PA 15220RE: ID ***Dear ***,This letter is to confirm receipt of your letter dated March 7, in regards to *** ***'s complaintI have attached a copy of our email correspondence and
*Sales & Service Manager Welte Roofing Company
a copy of the service card order he references in order for you to get a complete picture of our interactions.Mr*** is claiming two things:1) That the repair performed on 3/5/that he was billed $for should have been free because we previously repaired his roof in this same area, and;2) That he signed a service card order that said the repair was free.Unfortunately, neither of these claims are accurate.Welte Roofing originally executed a contract with Mr*** on 8/10/to repair broken tile on his lower garage roofThis was an insurance claim I believeWe executed the contract, the work was inspected by our management, and it was found to be completed correctly as per the contract.Six months later, Mr*** contacted our office that he was experience a leak on the garage in the same place that we repaired previouslyAt this time, Mr*** was advised that we charge $per hour and that no repair work comes with a guaranteeThis is a standard explanation our office staff gives to everyone who calls in requesting service.On 3/5/18, Welte Roofing repaired his roof leak (which was the result of newly broken tiles on his garage roof) and the customer signed our service card order where the foreman of the repair crew had written, "Replaced broken tile" in the Description of work completed field and, "Owner had tile, in the Materials Used fieldThe foreman also wrote in the date of the service, the crew members who performed the service, and the start/end times for the serviceMr*** signed in the Customer Signature box which states, "By signing, you are acknowledging satisfactory completion of the above described work."Once the crew returned to our office at the end of the day, I priced the serviceThe customer supplied his own tiles, therefore there was no material costWE were at the job for forty (40) minutes, therefore the customer was billed $for the first hour - our minimum charge.Mr*** is saying that we left the work unfinished last AugustThat is not trueIf we had left the work unfinished the roof would have leaked immediately, not six months laterI understand Mr***'s frustration, however no repair work we do to any roof not installed by us ever carries a warrantyIt is not possible for us to warranty roof repairs because they are unpredictableWe can only address issues we can see visuallyThis was explained to Mr*** first when he signed his original proposal and again when he scheduled the serviceThinking that his new leak this past February should be fixed for free is simply not how it worksIt is a new issue and not the result of faulty workmanshipThe fact that the leak is appearing inside Mr***'s garage in the same place as a previous issue is not indicative of a repeat problemThe issue on the roof could be completely different but the leaking water follows the path of least resistance to enter the home - which easily would be the same path water has previously travelled.Finally, Mr***'s claims that he signed a service card order which indicated that his service was free is falseNowhere on the service card is there any information about price, rates, or chargesThat is explicitly left off the card because our crews and employees do not have anything to do with pricing.This is why all customers are given our rates and procedures on the phone before we come out to do service.I tried multiple times to explain to Mr*** the error in his logic and why he was responsible for the $invoice he has contacted the Revdex.com to disputeI believe that I provided him with excellent timely service and that we was simply not interested in understanding but more interested in getting something for free.Mr*** has paid the invoice in question so we consider the matter closed.Please let me know if there is anything else you require from us.Respectfully, Jeremy *S
June 28,2017Attn.: *** ***Revdex.comHoliday Drive, Ste 220Pittsburgh, PA 15220Re: Complaint ID ***Dear ***;To address the concerns of the above complaint following are our responses;It was explained to the customer that repair work is based on Time & Material and our rates were providedIt was also explained to the customer that we do not estimate for repair workYet the customer insisted and was referred to our EstimatorThere are two concerns with the customer’s second concernaThe cost of work - as explained in the initial conversation with the customer, the customer agreed to the Time & Material costs as explained and a repair was scheduled.bWorkmanship performed - The customer did call and provide photos of the repair work which were immediately brought to the attention of our SuperintendentAs part of our company procedure, all billing is provided with an explanation of work performed and a total amountAs stated previously, the customer performed a temporary repair which obstructed the ability for our Estimator to see the damage that caused the additional work and materials needed to perform the repair properlyOnce the temporary repair installed by the customer was removed, it was at this time the additional damage to the wood was uncoveredAgain, in order to properly affix the shingles solid surface needs to be presentOn June 14, 2017, our Superintendent met with the customer and determined that the workmanship performed in the original repair was sub-standard and offered his direct services to correct the problem at no additional cost to the customerThe customer informed our Superintendent that he could not take off work to watch the repair in progressIn response, our Superintendent offered to come himself on a Saturday of the customer’s choosing to correct the issues and the customer refusedAs stated in item #5, the offer for the Superintendent to make the corrections necessary was offered and refused by the customerIn response to the last bulleted items (7-9) of the customer’s additional concerns and the customer’s refusal to allow us to remedy the complaint as conveyed in the meeting with our Superintendent on June 14,2017, the President of the company has decided to credit the outstanding balance in its entirety.Attached please find a copy of the credit applied to the customer’s outstanding invoice along with a letter to the customer directly.Sincerely,L.AWelte Roofing Company, Inc.Patrick ** M*** ***
In response to the letter dated 5/31, re: complaint id# [redacted]• It was never conveyed to me either on the phone or in the brochure I received from Welte Roofing about being charged "portal to portal".• I am sorry for any confusion as to whether I am unsatisfied with the quality of work or the cost. The answer is both, as explained on the phone call 5/26. The job was done shoddy at best for "professional" rates (a carpenter I work with looked at the picture and replied "it looks like the before picture of what I need fixed"). I never switched my complaint, as I am not happy with either and never was.• The bill is not an itemized bill (as it does not break down costs) and does not accurately represent work done (i.e. there was not 2' of valley replaced, along with the hole still being there for water and/or another animal to easily open and re-enter).• I understand that anything not seen by the estimator couldn't be accounted for, however, according to Welte Roofing in their response they "only repair what is visually damaged", so I don't understand how additional costs were incurred without my knowledge. Additionally, on the company's website (welteroofing.com) it is stated "We maintain communications with owners regarding any changes in schedule, scope of work, or unforeseen conditions." Again reitterating, during the time the roofers were at our property the only conversations had regarding the work was to confirm the location of the damage and to provide and extension cord and power. There were no communications about unforeseen conditions or additional damaged uncovered.• I was never offered a "manager" to come see the work, nor was I informed that if the job was not done right it would be remedied "at no cost", just as I was not informed of "portal to portal". The attempt to remedy by Welte Roofing has been a joke, I was literally laughed off the phone 5/26 and there has been no further contact.• Unfortunately the trust with Welte Roofing to perform a quality job is lacking. If someone is absolutely necessary to come look at this work performed, I prefer it to be someone in which cares about the reputation of the company. I also need a reasonable window of time so I can coordinate time off from work.• I informed the estimator that I was willing to pay for the work performed and the 3.5 hours, and I would just move on and find another contractor to re-fix this job. But, the bill received does not align with the description of labor and rates which were previously agreed upon. He immediately informed me of collections. At such a time shall that happen, I will then be compelled to file a small claims suit.• My next step will be to file a complaint with the Consumer Protection Agency, Federal Trade Commission, Pennsylvania State Attorney General, and again a small claims suit. Once, if and when, a solution is not arrived upon and the amount charged is sent to a collections.• I've never been one to not pay a bill however I've never been so let down with a professional service. I am not willing to be taken advantage of and plan to exhaust any and all avenues necessary should I have to.In closing, I expect to hear from management or ownership at Welte Roofing to coordinate a reasonable time in which someone can look at the work performed while I am present to discuss a resolution.[redacted]Attachments:Pictures after the "repair"Roofing Maintenance Program Brochure copy
Revdex.com: I received the company's response and am accepting their resolution to complaint ID [redacted] .1. It was again explained to me verbally and in writing the rates however in both travel time was left out.2. A. The cost of work was an issue as they didn't perform what they said they did and charged more labor than time they performed work B. Workmanship was again shoddy at best ( I now had another company perform the repair and noticed that the 6' of "decking was more like 1')3. The bill that I received clearly stated the amount of money I was being charged. However left out labor (time spent working) and cost of material as every other bill I've received contained.4. When the estimator showed up at my home there was in fact a temporary repair over the damage. However there was only a couple screws holding it on. I'm not sure who goes to look at a job and does not carry even a screwdriver?5.The superintendent offered on June 14, 2017 first to send another crew to perform work which I refused. Then he offered to perform the repair himself which I again refused due to my lack of time to watch the work be completed and my total lack of trust in his company.6. I then received a phone call from the superintendent at a later date with the same offer because he has 30 years experience it would be a better job than the worker that performed the job prior which only had 6 years. I explained that him having 6 years experience and still did such poor work made me less comfortable with the company.7. I then received a letter in the mail from the company with a credit of the balance due. I'm accepting that they did the right thing I only wish it wasn't a battle the entire way.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I called the office to complain about the leak and they just said somebody would call m back. Then , I got a call from Jeremy and he scheduled an appointment for Friday. That appointment was canceled due to weather and I was told I would get another call the following week. The crew showed up Monday unannounced and then they repaired the tiles that they said were broken and they said there was no charge since it was a repair just b and I signed a form that clearly said no charge! Then I got an email for an invoice for $200. When I email Jeremy, he said the damage was new and that was why I got charge. The thing is the leak was coming from the same area that was fixed last fall. There has been no new damage to any of the tiles. This company is not backing up their work and they ar double charging me too something that should have been fixed right the first time. I hire and paid them to stop my roof from leaking and that has not happened. So, I am not satisfied with their service or their response.
Regards,
[redacted]