BIG ROCK Roofing Company

The homeowner was not charged the cancellation fee that he is asking to be refundedAll funds were returned for work not completedHe was under contract to do the work for insurance proceeds and that is all he has been charged forAll other cancellation fee's were waivedIf there is any discrepancy, we have not been informed

Initial Business Response / [redacted] (1000, 10, 2015/09/03) */ After reviewing this account, vent replacement was not included or paid for by the customerWe have notified the customer of this fact Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) All four vents were replaced on the roof with one of them being moved to a new locationThe old location is where the hole in the roof currently exists Final Business Response / [redacted] (4000, 14, 2015/09/23) */ All the old vents were reinstalled, no new vents were paid forWe are not responsible for the missing ventThe customer just didn't know he was already missing that vent previouslyIt is not covered in the warranty which only includes items that were paid for replacement Final Consumer Response / [redacted] (4200, 16, 2015/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is absolutely not the caseI know where all the vents were previously installedI had to install wire mesh in the attic under each one to keep the squirrels outThe wire mesh still exists under the hole where the vent previously existed It's obvious this is going nowhereSo, at this point, I'm no longer pursuing this complaint through the Revdex.com

Complaint: [redacted] I am rejecting this response because:If the buisness had read the very first email I sent, I stated that AFTER numerous phone calls and emails after the job was donethe buisness sent out A new project manager (the original was no longer with the company) and of the original workers who told the new project manager that work was done wrong, he watched the one of the bosses that showed up to the original job an fell through my carportBoth told by their employee to myself an the new project managerI love how the buisness can get away with shotty work,breaking things and horrible customer serviceIt's sad that I looked around after my house was damaged had many out of state companies wanting the work but I thought going with a hometown company would have been betterI'm not the one that did the job an got paid tens of thousands of dollars an didn't install thing right an broke things...all I've ever asked for is the stuff that was would be fixed..well please let me know when your next opening is so I can make sure I'm hereI'm sure you have my number but I'll give it to you just in case you dont [redacted] Sincerely, [redacted]

Big Rock completed labor and material work on the skylight during the roof replacementWe did not replace the skylight cladding and did not charge the customer for the claddingThe customer insists that the work we did on the skylight doesn't qualify for the insurance chargeWe have contacted the
customer and agreed to refund the funds

A warranty inspection will be completed at our earliest available appointmentThe customers response is contradictory, they state we have not been to the site but then admits and recalls at least one of the trips that have been completedThe customers warranty is still in effect and any problems that fall within the warranty coverage will be fixedAny repairs that fall outside the warranty will be made clear to the customer

Initial Business Response /* (1000, 8, 2015/07/31) */
All items have been completed
Initial Consumer Rebuttal /* (2000, 10, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Work is completed

Complaint: [redacted]
I am rejecting this response because:If the buisness had read the very first email I sent, I stated that AFTER numerous phone calls and emails after the job was done. the buisness sent out A new project manager (the original was no longer with the company) and 1 of the original workers who told the new project manager that work was done wrong, he watched the one of the bosses that showed up to the original job an fell through my carport. Both told by their employee to myself an the new project manager. I love how the buisness can get away with shotty work,breaking things and horrible customer service. It's sad that I looked around after my house was damaged had many out of state companies wanting the work but I thought going with a hometown company would have been better.. I'm not the one that did the job an got paid tens of thousands of dollars an didn't install thing right an broke things...all I've ever asked for is the stuff that was would be fixed..well please let me know when your next opening is so I can make sure I'm here. I'm sure you have my number but I'll give it to you just in case you dont. [redacted]
Sincerely,
[redacted]

We have received several requests for warranty inspection from this customer. Upon each request we have sent a technician to inspect the roofing system per the warranty. No problems were found on at least four separate occasions, the condition was documented and photos taken at each inspection. We...

will inspect again as soon as possible.

Initial Business Response /* (1000, 10, 2015/09/03) */
After reviewing this account, vent replacement was not included or paid for by the customer. We have notified the customer of this fact.
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 12, 2015/09/13)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
All four vents were replaced on the roof with one of them being moved to a new location. The old location is where the hole in the roof currently exists.
Final Business Response /* (4000, 14, 2015/09/23) */
All the old vents were reinstalled, no new vents were paid for. We are not responsible for the missing vent. The customer just didn't know he was already missing that vent previously. It is not covered in the warranty which only includes items that were paid for replacement.
Final Consumer Response /* (4200, 16, 2015/10/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That is absolutely not the case. I know where all the vents were previously installed. I had to install wire mesh in the attic under each one to keep the squirrels out. The wire mesh still exists under the hole where the vent previously existed.
It's obvious this is going nowhere. So, at this point, I'm no longer pursuing this complaint through the Revdex.com.

Initial Business Response /* (1000, 8, 2015/07/31) */
This customer was given estimates in advance of completing work, the customer signed and agreed to the price before we collected a deposit. We ordered the siding, then he cancelled the siding which required a restocking cancellation fee. Then...

when we called to let him know his materials were coming for the roof, he threatened to cancel so we placed the material delivery on hold. We gave him cancellation fee breakdown and he decided to continue but getting the delivery back on track took time. Roofing is messy but everything was cleaned up appropriately when completed. The customer also stated that he had run into financial problems which was why he was considering canceling and that was why he wanted to renegotiate pricing after the price was agreed. Big Rock only followed normal business practices as with all business contracts the customer had 72 hours to originally cancel without any cancellation fee's. The customer wanted us to take out some of the items to save money which we did to help him. He wants us to expose our cost so he can negotiate a better deal after signing his contract and estimate. He is using the Revdex.com as leverage to force us to negotiate pricing after the work is completed and paid for.

Initial Business Response /* (1000, 22, 2015/09/11) */
Hi [redacted],
Just reaching out again about this caseagain. Our attorney is handling the accusations against us and recommended we not respond. What do you want me to do?

[redacted]
BIG ROCK ROOFING CO.
3565 S. Yosemite St.
Denver, CO...

XXXXX
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 24, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A resolution has not been reached.
Final Business Response /* (4000, 26, 2015/10/12) */
We paid for an engineer to inspect the property and they did not find truth in the accusations from the customer. We are making every effort to satisfy the claims against us.
Final Consumer Response /* (4200, 28, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The engineer that Big Rock hired has found problems with faulty workmanship from Big Rock causeing the leaking roof. The only reason Big Rock is "attempting to resolve the issue" is because we were forced to hire an attorney when we could not get them to call us back. Big Rock is claiming they owe us money for work they did not perform. They are refusing to fix the problems found by the engineer until we pay them for the work that has not been performed. We were told by Allyson at Big Rock that we were paid in full and all of our warranty information would be in the mail. We have this recorded in a voicemail. When we called to file for warranty work all of a sudden we owe them money.
The matter remains unresolved.

Initial Business Response /* (1000, 12, 2015/06/11) */
We apologize for the delayed response we were having phone difficulties. This customer has been taken care of now.

The homeowner was not charged the cancellation fee that he is asking to be refunded. All funds were returned for work not completed. He was under contract to do the work for insurance proceeds and that is all he has been charged for. All other cancellation fee's were waived. If there is any...

discrepancy, we have not been informed.