Bigs Roofing & Repairs

Initial Business Response / [redacted] (1000, 5, 2017/06/05) */ Contact Name and Title: [redacted] & [redacted] Contact Phone: [redacted] Contact Email: [redacted] @yahoo.com First we need to clarify the correct dates that we have on record. The materials for Mr. ***'s roof were delivered on... 5/16/2016 @ 10 a.m. The roof was completed on: 5/25/2016. Several attempts were made to collect balance for completion and balance was finally paid on:6/18/2016. Mr. [redacted] called on 8/11/2016 stating that there was a skylight leaking and causing damage. When I asked when it started leaking, he said that they just noticed it that day. That same day (in the evening after the call from Mr. ***), [redacted] went to the home and looked at the leaking skylight. He informed Mr. [redacted] that the leak appeared to be coming from the glass of the skylight not the flashing (the glass had caulk on it,indicating that there had been pre-existing problems with this skylight glass and the stain inside the home was against the skylight glass which sits up off of the roof line approximately 6" (confirming [redacted] theory that it was the glass leaking and not the skylight flashing or roof. [redacted] caulked the glass to see if that was indeed the problem, and told Mr. [redacted] to call us after the next rainfall and tell us if the problem had been resolved. On 8/22/2016, Mr. [redacted] called and said that there had been on more leaking that he had noticed and could we set a time for [redacted] to meet with him again to go over the problem and it's resolve. On 8/23/2016, [redacted] met with Mr. [redacted] at his home and took images to show him the difference between the skylight flashing and the actual skylight glass, so that he could understand where the leak actually was coming from (so he would know that it was not a result of the roof replacement and that there was an issue with the glass only (not our responsibility). Mr. [redacted] said that he and his wife had just recently purchased the home (probably why he had not noticed the skylight glass leaking before). He said that he wasn't really in the position to replace the skylights at the moment, could we help him out and install them for no charge, if he purchased them. [redacted] agreed to do this for him. We didn't hear anything back from him until a message he just left on our office on Tuesday, May 30, 2017. Prior to this phone call in May 2017, we had heard nothing from the ***'s at all, so we assumed they either decided not to replace the skylights anymore or there was no longer a need, since the glass was no longer leaking after being caulked. Mr. [redacted] states in his complaint that he tried calling our office a couple of times with no answer in the fall of 2016 and again in the spring of 2017. He states that our number must have changed. HOWEVER, HE WAS ABLE TO CONNECT WITH US ON, ON MAY 30. 2017, AT THE VERY SAME NUMBER. When I asked him how he was able to reach us on our number this time, he said he did'nt know what had happened before, that he must have dialed the wrong number. Mr. & Mrs. [redacted] also have our e-mail address, as we had communicated several times by e-mail prior to the start of their project. We NEVER received any messages indicating that they were ready to proceed with the skylight replacement or that they were having leaking issues with the roof. The truth is, they never called us back. We did call Mr. [redacted] back after his call on 5/30/2017, to schedule for [redacted] to go and look at the leaks that he was saying were occurring. We scheduled for [redacted] to meet him at his home on Wednesday May 31, 2017. [redacted] was unable to keep his commitment time with Mr. [redacted] on that day and Thursday we received a call back from Mr. [redacted] stating that [redacted] did not show up and he wanted to know when we could reschedule. Shortly after, we received a message stating that he was going to have to resort to filing a BBB complaint, contact an attorney, and have the building department come back out to re-inspect the roof (which has already passed [redacted] inspection in May 2016). [redacted] went to the home on Friday (unannounced) and Mr. ***'s vehicle was in the drive. No-one answered the door, so he left a business card in the door and called his cell phone and left a message for Mr. [redacted] to please call us to reschedule a good time for the two of them to meet. Today (June 5, 2017), I called Mr. [redacted] (as we have not heard back from him), to see if we could set a time and date to look at the problems he is having. We have scheduled a new time for Tuesday, June 6th @ 11 A.M. to evaluate the issues that Mr. [redacted] is having with the roof. Also we would like to express that we feel Mr. ***'s issues with the skylights leaking again, are the responsibility of the company who replaced them (because they were not leaking until they done their work). His complaint states that the company who did the skylight replacement informed him that there was no felt underlayment installed between the two skylights, this is not true, and unless they tore off the shingles in between the skylights (disturbing the new shingles), they would not know if felt had or had not been installed. We take great pride in our work and our customers mean the world to us. We were going out of our way to help the ***'s by offering to install the new skylights (that they were going to purchase) for them. This is a very unfortunate circumstance and we hope that after the meeting tomorrow morning, that we will be able to resolve this issue for good.

Harassing rude and demanding office manager, [redacted]
I mailed my payment though on line bill pay it takes 7-10 business days to process. It was ultimately returned for wrong address and resubmitted. [redacted] continues to send rude demanding messages at all hours of the day and in he middle of the night. She lacks professionalism. I have kept her 100% updated with responses to all of her messages. I have even asked her to stop being rude and demanding. She only justifies herself. Mind you my services rendered are not even 30 days ago and I have been contacted by her over five times, sometimes more than once in a day. The check has been verified by my bank that it is on it's way. I have explained this too her however she is relentless in still demanding payment.
Its a shame be uses the man who came to the house to do the work was pleasant and did a good job.

Initial Business Response /* (1000, 5, 2017/06/05) */
Contact Name and Title: [redacted] & [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@yahoo.com
First we need to clarify the correct dates that we have on record. The materials for Mr. [redacted]'s roof were delivered on...

5/16/2016 @ 10 a.m. The roof was completed on: 5/25/2016. Several attempts were made to collect balance for completion and balance was finally paid on:6/18/2016. Mr. [redacted] called on 8/11/2016 stating that there was a skylight leaking and causing damage. When I asked when it started leaking, he said that they just noticed it that day. That same day (in the evening after the call from Mr. [redacted]), [redacted] went to the home and looked at the leaking skylight. He informed Mr. [redacted] that the leak appeared to be coming from the glass of the skylight not the flashing (the glass had caulk on it,indicating that there had been pre-existing problems with this skylight glass and the stain inside the home was against the skylight glass which sits up off of the roof line approximately 6" (confirming [redacted] theory that it was the glass leaking and not the skylight flashing or roof. [redacted] caulked the glass to see if that was indeed the problem, and told Mr. [redacted] to call us after the next rainfall and tell us if the problem had been resolved. On 8/22/2016, Mr. [redacted] called and said that there had been on more leaking that he had noticed and could we set a time for [redacted] to meet with him again to go over the problem and it's resolve. On 8/23/2016, [redacted] met with Mr. [redacted] at his home and took images to show him the difference between the skylight flashing and the actual skylight glass, so that he could understand where the leak actually was coming from (so he would know that it was not a result of the roof replacement and that there was an issue with the glass only (not our responsibility). Mr. [redacted] said that he and his wife had just recently purchased the home (probably why he had not noticed the skylight glass leaking before). He said that he wasn't really in the position to replace the skylights at the moment, could we help him out and install them for no charge, if he purchased them. [redacted] agreed to do this for him. We didn't hear anything back from him until a message he just left on our office on Tuesday, May 30, 2017. Prior to this phone call in May 2017, we had heard nothing from the [redacted]'s at all, so we assumed they either decided not to replace the skylights anymore or there was no longer a need, since the glass was no longer leaking after being caulked. Mr. [redacted] states in his complaint that he tried calling our office a couple of times with no answer in the fall of 2016 and again in the spring of 2017. He states that our number must have changed. HOWEVER, HE WAS ABLE TO CONNECT WITH US ON, ON MAY 30. 2017, AT THE VERY SAME NUMBER. When I asked him how he was able to reach us on our number this time, he said he did'nt know what had happened before, that he must have dialed the wrong number. Mr. & Mrs. [redacted] also have our e-mail address, as we had communicated several times by e-mail prior to the start of their project. We NEVER received any messages indicating that they were ready to proceed with the skylight replacement or that they were having leaking issues with the roof. The truth is, they never called us back.
We did call Mr. [redacted] back after his call on 5/30/2017, to schedule for [redacted] to go and look at the leaks that he was saying were occurring. We scheduled for [redacted] to meet him at his home on Wednesday May 31, 2017. [redacted] was unable to keep his commitment time with Mr. [redacted] on that day and Thursday we received a call back from Mr. [redacted] stating that [redacted] did not show up and he wanted to know when we could reschedule. Shortly after, we received a message stating that he was going to have to resort to filing a Revdex.com complaint, contact an attorney, and have the building department come back out to re-inspect the roof (which has already passed [redacted] inspection in May 2016). [redacted] went to the home on Friday (unannounced) and Mr. [redacted]'s vehicle was in the drive. No-one answered the door, so he left a business card in the door and called his cell phone and left a message for Mr. [redacted] to please call us to reschedule a good time for the two of them to meet. Today (June 5, 2017), I called Mr. [redacted] (as we have not heard back from him), to see if we could set a time and date to look at the problems he is having. We have scheduled a new time for Tuesday, June 6th @ 11 A.M. to evaluate the issues that Mr. [redacted] is having with the roof. Also we would like to express that we feel Mr. [redacted]'s issues with the skylights leaking again, are the responsibility of the company who replaced them (because they were not leaking until they done their work). His complaint states that the company who did the skylight replacement informed him that there was no felt underlayment installed between the two skylights, this is not true, and unless they tore off the shingles in between the skylights (disturbing the new shingles), they would not know if felt had or had not been installed. We take great pride in our work and our customers mean the world to us. We were going out of our way to help the [redacted]'s by offering to install the new skylights (that they were going to purchase) for them. This is a very unfortunate circumstance and we hope that after the meeting tomorrow morning, that we will be able to resolve this issue for good.