Benchmark Roofing Company

To whom it may concern: I was the Sr Representative that went out to this property At no time had I indicated ice guard was not installed properly I did indicate some shingles were torn during some previous repairs which we said we would fix at no charge These ripped shingles have nothing to do with the leaks As for the drip edge, it was not installed and was not required to be installed on repairs It’s only code to be installed during full roof jobs not on repairs This is directly from the building department Unfortunately we can’t warrant ice dams and our warranty does not cover ice dams We are offering to fix the torn shingles as I stated above, but we will not be paying your deductibleIn addition, anything that may have been under warranty from the previous owner is non-transferrable, please see refer to the signed contract as your reference Jason W [redacted]

We appreciate the fact that Benchmark is willing to "upgrade" our roof for a discount, but respectfully disagree with you that we should have to pay you even more money for making sure that our roof doesn't leak yet againWe have already paid Benchmark in full $23,for our new roof in ***, a Benchmark production manager came to our house to look at the roof on May 7, 2015, after I filed the complaint with the Revdex.comI went up on the roof with him and took notes on what he saidHere is what he told me: “We tell them to only go up inches but your roof needed more in this area If I did your roof, I would have put it (the ice and water guard) up higher because once the 30lbfelt paper gets wet, it will leakI’m not saying they did anything wrongThey did what we usually tell them to do, but this area needs moreSometimes you have to do moreI will forward my recommendation to management and see what they say.” So Benchmark’s own production manager admitted that this area needs more ice guard than what was originally put down When I contacted Benchmark about ***'s recommendation, they said: “When our Production people come back to the office after being at jobs, they do not tell me verbatim what conversations they have with their customersWhat each Tech might say, he would or would not do on each job, can vary from tech to techJust because one person would do it one way, does not mean another tech would do it that wayYour roof was installed per Ohio code and per your contract.”After I received that reply, I decided to contact one of the building inspectors for the city of SanduskyI asked him and the permit technician about the code for ice and water guard installationThey forwarded me a copy of the code that was in effect when our roof was redone in Code requires a minimum of inches, but the inspector told me that most companies will go up at least inches because that is how most ice and water guard is made anyway and it provides extra protection for the roofSo, if what ***, the production manager from Benchmark, told me is true and he is the one who looked at our roof for Benchmark, then our ice and water guard is not up to code.We asked for a copy of our roof’s inspection report from the building inspector and it turns out that our roof was never inspected until after it was finishedThe inspectors were so busy due to the hail storm and all of the out of area contractors working on roofs like ours, that they didn’t get to inspect the flashing or the ice guard when it was being installedThat explains why our northwest dormer didn’t have any flashing on it and leaked the first winter until Benchmark workers were able to get safely on the roof to repair it in the spring.After we found this out, we asked the building inspector to come out and look at our roofHe was only able to do a visual inspection because the shingles were already sealed downHe wasn’t able to inspect the flashing or the ice guard on our roof or check to see if any of the other dormers have flashing or ice and water guard, because he is not allowed to remove any shingles He did note that because of the dormers are in the same area on the back of the house, the water could be coming in from the other dormer that [redacted] from Benchmark did not check and moving to the area where the latest leaks have occurredThere is no way to know for sure unless some shingles can be removed from this area too, so that it can be inspectedWe are requesting that [redacted] from Benchmark come back out when the building inspector and my husband and I can all be there, to see if any of the other dormers do in fact have flashing and ice guard, and how far up the ice and water guard was actually installed on our roof.For a new roof to leak at all is not right, for a new roof to leak again in the same area years after the first leak was repaired, is absolutely wrong! We are only asking for what any reasonable homeowner would ask for who has already paid Benchmark in full $23,for a new roof: that this area of our roof be redone as [redacted] from Benchmark recommended, so that it doesn’t leak, no matter what season it is

I met with ms[redacted] and paid her Plus check from insurance companyI am sending copy of first final bill..and then the second bill The salesman timm b [redacted] has been a big problem I am now finding outIf they had problems contacting me why didn't timm or any supervisor come to my door?they are always driving around the area My phone was broken and as soon asi got another which was approximately a week I called benchmark right away I am tired of the salesman not being honest with his passing of information Just as with the job, he related information from the beginningJob is finished I paid I feel that is fair as to all of the accusations made of me because of the job not done correctly in first place I will not pay one cent more and if they want to pursue other options that's fine with meI have my pictures and all conversations recorded of how they really run their business To accuse me of slander is rediculous I am done with them

I want order compleated and repaired firstPromises on timelines were never keptThey were requesting even more money and I disagree due to faulty work by uncertified installers, and stress.also they cut two of my trees in half and broke neighbors fenceWhen house is finished I will inspect and make decision

As of Sept. 4, 2015, when we responded to the Revdex.com, we had not yet received a copy of the invoice from Benchmark. We did receive a copy of the invoice 6 days after we sent our response to the Revdex.com, on Sept. 10, 2015.  According to Revdex.com guidelines we had to respond to the Revdex.com within the 10 day limit of Benchmarks previous response dated Aug. 25, otherwise they would have closed the case.  If Benchmark would have submitted it to the Revdex.com, as we requested on Sept. 4, then the Revdex.com would have been aware of it.  Benchmark chose not to do that, so the Revdex.com followed up with them. That is when Benchmark sent another invoice to us on 10/12/15.  I replied to Benchmark on 10/12/15 that the invoice was received, and thanked them.  I am including a copy of their email and the invoice they sent us with this submission.  I am also disagreeing with Benchmark that the invoice is proof that the materials on the invoice were installed on our roof.  I personally witnessed a Benchmark employee Named Mike (I believe his last name was M[redacted]) take 3 of the big 10 ft by 18 inch sheets of copper, roll them up, and place them in the back of his vehicle. When I questioned Mike about where he was taking the 3 big sheets of copper, he told me he was taking them back to the warehouse because we didn't need them.  Well, we did need those sheets and that is why our roof leaked the first time back in 2011, because Benchmark "forgot" to put the copper flashing around at least one of our dormer windows on the west side of our house.  Now we are questioning whether any of the other dormer windows received the copper flashing that they should have. We requested that Benchmark meet with the building inspector on our roof so he can determine whether the flashing and ice guard was ever installed, but they have refused to do this. The only dormer we know that did receive any flashing at all is the one where the leak occurred in 2011 and Benchmark had to come back and install some flashing in that area.  We don't know about any of the other 4 dormers, but if 3 big 10 feet by 18 inch sheets of copper that were ordered and delivered for our roof, were never installed on our roof, then we have to believe that other areas are missing the copper flashing as well.  So no, the invoice is not proof that the materials were ever installed on our roof.  It is just proof that we were billed and paid for at least 3 big 10 ft by 18 inch sheets of copper that our roof did not receive. Begin forwarded message:From: "[redacted]" Date: October 12, 2015 at 9:21:10 AM EDTTo: "[redacted]" Subject: Fw: InvoiceApparently you told the [redacted] at the Revdex.com that I never sent you the invoice you request.Please check your received emails as I sent it to you on September 10th. see email below.I am sending it you once again as well. PLease confirm receipt  Thank You[redacted]Benchmark Roofing and Restoration, Inc.  From: [redacted]Sent: Thursday, September 10, 2015 3:26 PMTo: [redacted]Subject: Invoice Here is the invoice you requested, providing proof of purchase for Ice and Water shield and the size.Once again this verifies we purchased and installed the ice and water shield. Thank You[redacted]Benchmark Roofing and Restoration, Inc.

I will email a copy of the invoice where we purchased Ice and water guard for customers house, to customers email address. Customer also states that if Benchmark claims to have done work by code, then we should come show off our work. What you are requesting is what we already did. We came, pulled all the shingles back and showed off our work, we provided pictures as well, which you already have. I have stated this twice in our response to your Revdex.com claim. I dont feel we need to keep coming back and remove more shingles again for something we already did. I have been in business for over 15 years and I have never been asked to go back to a house and remove shingles that were installed, just to "show off" what we installed. However, we met with the customer and did provide the requested removal on one of her dormers. She was on the roof at the time taking notes. She saw the ice and water shield installed and we took pictures as well. We have already provided the customer with these pictures as proof of ice and water shield installed. Now customer wants us to come back and do this for a second time. As I have stated in all of my responses to the Revdex.com, we completed customers roof to code. Her issues with her roof is ice daming, which is not covered under her warranty. She has stated in emails to me that she is not leaking and the only leak she had was this past winter when we had extreme below average temperatures. I do understand your roof is registered with the National Register of Historic Places and it means alot to you. Again, we would be happy to give you the upgrade you are requesting to prevent ice daming in the future.Thank You

To
whom it may concern:
I
was the Sr Representative that went out to this property.  At no time had I
indicated ice guard was not installed properly.  I did indicate some shingles
were torn during some previous repairs which we said we would fix at no charge. 
These ripped...

shingles have nothing to do with the leaks.  As for the drip edge,
it was not installed and was not required to be installed on repairs.  It’s only
code to be installed during full roof jobs not on repairs.  This is directly
from the building department.  Unfortunately we can’t warrant ice dams and our
warranty does not cover ice dams.  We are offering to fix the torn shingles as I
stated above, but we will not be paying your 3500.00 deductible. In addition,
anything that may have been under warranty from the previous owner is
non-transferrable, please see refer to the signed contract as your reference.
Jason W[redacted]

We appreciate the fact that Benchmark is  willing to "upgrade" our roof for a discount, but respectfully disagree with you that we should have to pay you even more money for making sure that our roof doesn't leak yet again. We have already paid Benchmark in full $23,404.22 for our new roof in 2010. [redacted], a Benchmark production manager came to our house to look at the roof on May 7, 2015, after I filed the complaint with the Revdex.com. I went up on the roof with him and took notes on what he said. Here is what he told me: “We tell them to only go up 18 inches but your roof needed more in this area.  If I did your roof, I would have put it (the ice and water guard) up higher because once the 30lb. felt paper gets wet, it will leak. I’m not saying they did anything wrong. They did what we usually tell them to do, but this area needs more. Sometimes you have to do more. I will forward my recommendation to management and see what they say.”  So Benchmark’s own production manager admitted that this area needs more ice guard than what was originally put down.  When I contacted Benchmark about [redacted]'s recommendation, they said: “When our Production people come back to the office after being at jobs, they do not tell me verbatim what conversations they have with their customers. What each Tech might say, he would or would not do on each job, can vary from tech to tech. Just because one person would do it one way, does not mean another tech would do it that way. Your roof was installed per Ohio code and per your contract.”After I received that reply, I decided to contact one of the building inspectors for the city of Sandusky. I asked him and the permit technician about the code for ice and water guard installation. They forwarded me a copy of the 2006 code that was in effect when our roof  was redone in 2010. Code requires a minimum of 24 inches, but the inspector told me that most companies will go up at least 36 inches because that is how most ice and water guard is made anyway and it provides extra protection for the roof. So, if what [redacted], the production manager from Benchmark, told me is true and he is the one who looked at our roof for Benchmark, then our ice and water guard is not up to code.We asked for a copy of our roof’s inspection report from the building inspector and it turns out that our roof was never inspected until after it was finished. The inspectors were so busy due to the hail storm and all of the out of area contractors working on roofs like ours, that they didn’t get to inspect the flashing or the ice guard when it was being installed. That explains why our northwest dormer didn’t have any flashing on it and leaked the first winter until Benchmark workers were able to get safely on the roof to repair it in the spring.After we found this out, we asked the building inspector to come out and look at our roof. He was only able to do a visual inspection because the shingles were already sealed down. He wasn’t able to inspect the flashing or the ice guard on our roof or check to see if any of the other 4 dormers have flashing or ice and water guard, because he is not allowed to remove any shingles.  He did note that because 2 of the dormers are in the same area on the back of the house, the water could be coming in from the other dormer that [redacted] from Benchmark did not check and moving to the area where the latest leaks have occurred. There is no way to know for sure unless some shingles can be removed from this area too, so that it can be inspected. We are requesting that [redacted] from Benchmark come back out when the building inspector and my husband and I can all be there, to see if any of the other 4 dormers do in fact have flashing and ice guard, and how far up the ice and water guard was actually installed on our roof.For a new roof to leak at all is not right, for a new roof to leak again in the same area 4 years after the first leak was repaired, is absolutely wrong! We are only asking for what any reasonable homeowner would ask for who has already paid Benchmark in full $23,404.22 for a new roof: that this area of our roof be redone as [redacted] from Benchmark recommended, so that it doesn’t leak, no matter what season it is.

My name is Becky T[redacted].  Ms. [redacted] has requested that I reply to this complaint.  My first communication with Ms. [redacted] was an outgoing email on October 14, 2015, acknowledging that her job had been completed and I attached an invoice for the work.  On October 20, 2015, Ms. [redacted]...

called into the office and asked to speak to me.  She informed me that there were some minor punch out items to be completed.  At that time, she indicated that three screens needed to be repaired and that she was removing the screens for the workers to pick up.  She expressed her frustration with the length of time the job was taking to complete, but did not provide any specific issues that needed to be addressed, other than the previously referred to punch out items and screens. Following that phone call with Ms. [redacted], I immediately contacted our office manager Nita L[redacted] in our Cincinnati office and addressed these concerns.  At that time, Ms. [redacted]'s punch-out request was added to the workflow and was scheduled to be addressed by Jake [redacted].  Jake went out to Ms. [redacted]'s residence, met with her and he believed he addressed her concerns at that time.  He developed a plan of action to resolve any outstanding items.   I did not hear back from Ms. [redacted] with any additional concerns until November 4, 2015, when she called into the office again.  I had a lengthy conversation with her regarding issues that she felt were not completed properly with respect to her siding job.   Based on this conversation, I requested that Ms. [redacted] send me photographs of the issues that she was having regarding the workmanship on the siding job.  Ms. [redacted] sent me 21 photographs.  I immediately reviewed them with our Sales Manager, Terry Wright and also contacted Ms. [redacted]'s sales representative.  I also brought this matter to the attention of the owners.I began the process of negotiations with Ms. [redacted] to get this matter resolved.  I have been very responsive to Ms. [redacted] since she first contacted the corporate office and made us aware of her concerns.  I have provided her with my personal/business cell phone number, engaged in text conversations with Ms. [redacted], been in communication with her via multiple telephone calls, spoken to the owners of the company and followed through with every representation made to Ms. [redacted].  My most recent conversation with Ms. [redacted] was yesterday, 11/11/2015.  I obtained a copy of her adjusted insurance scope and attempted to explain the contents of the same to her, I made arrangements for Sales Manager, Terry W[redacted] and the Sales representative Timm B[redacted] to go to Ms. [redacted]'s home on 11/12/2015 at 3pm to review the siding on her residence and develop a solution to resolve all of her concerns.  When I was notified that this complaint had been filed yesterday evening at 8:48, I immediately called Ms. [redacted] and left her a message to confirm that she still wanted to keep the appointment with the reps.  I was not able to speak to her personally, but left a detailed message and requested that she contact me today.While we acknowledge that Ms. [redacted] has expressed concern regarding the siding job, she has also expressed her satisfaction with the roofing job we completed and I was doing everything in my power to resolve her concerns with the siding and we will continue to do so.

I met with ms.[redacted] and paid her 5000. Plus 666.00 check from insurance company. I am sending copy of first final bill..and then the second bill.  The salesman timm b[redacted] has been a big problem I am now finding out. If they had problems contacting me why didn't timm or any supervisor come to my door?.. they are always driving around the area.  My phone was broken and as soon asi got another which was approximately a week I called benchmark right away.  I am tired of the salesman not being honest with his passing of information.  Just as with the job, he related false information from the beginning. Job is finished I paid 6139.00.  I feel that is fair as to all of the accusations made of me because of the job not done correctly in first place.  I will not pay one cent more and if they want to pursue other options that's fine with me. I have my pictures and all conversations recorded of how they really run their business.  To accuse me of slander is rediculous.  I am done with them.

Benchmark Roofing prides itself with our A rating with the Revdex.com. I am disappointed that this customer chose to file a complaint with the Revdex.com instead of trying to resolve the problem they were having, caused by ice daming. Their issues are not warranty related. This was discussed with them in several...

emails, and a trip to their house. After they decided to file this complaint we decided to make yet another effort to resolve this. Our Production Manager went the their property and did exactly what was asked. He tore back the shingles in the area they requested and took several pictures to document everything. After his visit, he determined that we installed their roof per Ohio Code and Per their signed contract. The customer agreed in writing that this is the second time her roof leaked. The first time was back in 2010, in which we did go back and replace copper flashing. It has not leaked for over 4 years until this years extreme temperatures. Customer is now asking for a free upgrade to improve their roof.  We intend to offer to do this work at a discounted price, as a show of good faith. We work with hundreds of customers every year and we work hard to maintain our A ratings and win the many service awards we have won over the years. Mrs. [redacted] is very nice and I am sure we can work this out.