This is in response to customer, [redacted] complaint: Customer, [redacted] contracted B's Builders, LLC to replace a hail damaged roof, siding & gutters. Customer wanted a corrugated metal roof and choose Galvalume color. That is the roof we installed. ...
Customer didn't like the way the screws made ripples in the ridge. We replaced the ridge three different times and still customer was unhappy with the type of roof that he choose. We then, offered to tear off the new roof and replace it with a composite shingle roof. Customer said no, and wanted to keep the metal roof we installed. Throughout the process, customer would tell us how happy he was with the roof, then the next day, call the office (at all hours of the day & night) or the cell phone and state how unhappy he was with the roof. This happened too many times to count. Customer went back & forth being satisfied to unsatisfied about the roof. We "bent over backwards" trying to make this customer happy and satisfied with his new roof. Nothing we did or could do, would make this customer happy. At the end of the job when the customer wrote the check for payment for the work we did, he apologized about being so "hard & difficult to work with". He then gave each person on the crew, including the secretary, a tip for his bad behavior.The Revdex.com complaint is the first we have heard from this customer since 10-22-15. Today, 2-19-16, customer left a voice mail on the office answering system making several threats, etc. We called customer back trying to resolve this issue, and customer said "talk to the Revdex.com" and hung up the phone.
Complaint: 11124812
I am rejecting this response because:
I will offer a point-by-point rebuttal to the unsatisfactory response, as the builder seems unable to focus on the issues of the poor work quality. 1)My feelings have nothing to do with it, this is a bad roof. 2)Company policy of addressing concerns or problems via phone call to discuss has already failed me many times. 3)Multiple representatives have been to this site, never did any of them 4 different individuals that I can remember), take any notes of my concerns. The last representative that was here took a copy of the notes that I wrote myself. 4)Trying to remedy problems is not an option anymore, because the roof is outside of code, and will not pass an inspection as an overlay roof with large gaps in the underlayment. 5)I was satisfied the day we did a final walk around, and I paid in full for the roof, this complaint is about conditions that came up AFTER the builder was paid. 6)I tipped everybody because I was a pain to work with, the builder was a pain to work with as well, pain is pain but has nothing to do with the quality of this roof, and should be left out of this discussion. 7)Notice how the builder responds on the 10th day, I respond on the 1st day - typical of the difficulty this builder presents when trying to communicate. 8)There is no threat to contact several agencies. After 9 days, when I asked Revdex.com what was going on and told them I have $29,735.00 at stake with a builder that is not responding, they told me to contact police and the attorney general - that was the advice of Revdex.com, not a threat from me. I am not threatening to hire a lawyer, I WILL hire my own lawyer. The fact that the builder feels "threatened" by these meaningful actions on my part further indicates that the builder knows something is wrong with this roof, and will lose in court, if it unfortunately comes to that.Issues that came up AFTER the builder was paid in full, that caused me to request this refund. 1)Vent chimneys laid down on the roof. 2)Top came off one vent chimney and down to the ground, the fallen off chimney top has no screws in it, it was taped on - indicative of very poor workmanship I expect the other chimney top to come off too. 3)Gutters bent in snow, massive snow dams developed and caught in gutters, so big, so heavy that they bent all the brand new gutters. 4)all chimneys are bending in different directions due to poor reinforcement, there are photos available of attic where one chimney was held up straight with metal strap, the straps removed by builder were left hanging and never re-attached to chimney. These issues are like the last straw that broke the camel's back. Struggles, previous to paying the builder in full have been outlined in previous complaint - including dents all over. The ridge was re-done 3 times, the 3rd time was because I looked up installation instructions for myself on the internet, and found that no metal roof should EVER be installed with rivets - builder had installed the ridge with rivets. Bottom edges are gouged, again, photos available and I will take the photos to court. Builder says a representative will meet and remedy, but the ridges are on my dated notes from the very first meeting with the builder, still not corrected.The situation cannot be remedied. The roof is put on wrong, as an overlay with gaps in the underlayment and will not pass a final inspection.The court, if I hire my lawyer, will focus on roof quality issues, period. And so will I. The builder would do well to focus on the roof from this point forward - feelings have nothing to do with it.Also, I am establishing a line of accountability. If anybody in my home develops a lung infection from the black mold on the bathroom walls where my bathroom vent fan cannot be used, then all liability for that lung infection will rest with the builder who put on the vent chimney that failed, and further delayed making it possible for me to get that fixed by not expediting a refund to me.I'm pretty sure that anybody who sees the photographs of the persistent poor workmanship, from before and after the builder was paid in full, will understand why I do not want him or his crew on my property again - this roof is a real mess, and I will not be forced to accept this bad roof.I am open to proposals for less than a full refund. My desire is not to escalate. However, I am not threatening when I say that I will escalate as necessary to get resolution. I have always said that I don't want the builder to take a loss on this roof, that is because I am a fair and considerate person. If I built this roof for somebody, with so many obvious problems, then as a fair and decent man, I would refund their money.Why not call for an inspection? The finished roof was contracted for Late August 2015. It is now March 2016. People have been roofing all over Lyons all winter long I have been watching metal and shingle roofs get installed on my neighbors home - but this builder has not done a spec of work since October 2015. Once the inspection is failed, then maybe the builder can come to terms with the fact that he has failed this customer, and this customer does deserve a full refund.I'll attach a copy of the Lyons Re-roofing building code where it says that overlays, and gaps in underlayment, are prohibited. When I called the building inspector to inform him of the overlay, and gaps, I also called the builder to keep him in the loop, but builder claims not to have received that message.
Sincerely,
[redacted]
We are very sorry that the consumer feels the way he does about the situation. Our company policy would be to address any concerns or problems that the customer may have with a phone call to discuss the situation. We would then have a representative go out to the site and inspect the concerns with the home owner. Depending on the issues, we would try to the very best of our ability to remedy the problem. We have not heard from the customer since the time we walked with him around his property and made sure he was satisfied, he then wrote the check and like I said before, even tipped everybody for "being such a pain to work with". When we read his complaint via email from Revdex.com, we responded within our time-frame. The day before we responded, the customer called and left a very threatening voice message on the office phone "giving us until noon the next day to respond via Revdex.com or he will call several agencies, to warn people about paying for their roof before it was completed. Well, it was completed when he wrote his check. Anyway, we called him and he said he didn't want us on his property and wanted a full refund and for us to contact Revdex.com and work with them. Asking for a full refund of the entire amount he paid for the work we did at his home, is completely outrageous! Since we cannot communicate with him or be on his property, we cannot remedy the situation.
This is in response to customer, [redacted] complaint: Customer, [redacted] contracted B's Builders, LLC to replace a hail damaged roof, siding & gutters. Customer wanted a corrugated metal roof and choose Galvalume color. That is the roof we installed. ...
Customer didn't like the way the screws made ripples in the ridge. We replaced the ridge three different times and still customer was unhappy with the type of roof that he choose. We then, offered to tear off the new roof and replace it with a composite shingle roof. Customer said no, and wanted to keep the metal roof we installed. Throughout the process, customer would tell us how happy he was with the roof, then the next day, call the office (at all hours of the day & night) or the cell phone and state how unhappy he was with the roof. This happened too many times to count. Customer went back & forth being satisfied to unsatisfied about the roof. We "bent over backwards" trying to make this customer happy and satisfied with his new roof. Nothing we did or could do, would make this customer happy. At the end of the job when the customer wrote the check for payment for the work we did, he apologized about being so "hard & difficult to work with". He then gave each person on the crew, including the secretary, a tip for his bad behavior.The Revdex.com complaint is the first we have heard from this customer since 10-22-15. Today, 2-19-16, customer left a voice mail on the office answering system making several threats, etc. We called customer back trying to resolve this issue, and customer said "talk to the Revdex.com" and hung up the phone.
Complaint: 11124812
I am rejecting this response because:
I will offer a point-by-point rebuttal to the unsatisfactory response, as the builder seems unable to focus on the issues of the poor work quality. 1)My feelings have nothing to do with it, this is a bad roof. 2)Company policy of addressing concerns or problems via phone call to discuss has already failed me many times. 3)Multiple representatives have been to this site, never did any of them 4 different individuals that I can remember), take any notes of my concerns. The last representative that was here took a copy of the notes that I wrote myself. 4)Trying to remedy problems is not an option anymore, because the roof is outside of code, and will not pass an inspection as an overlay roof with large gaps in the underlayment. 5)I was satisfied the day we did a final walk around, and I paid in full for the roof, this complaint is about conditions that came up AFTER the builder was paid. 6)I tipped everybody because I was a pain to work with, the builder was a pain to work with as well, pain is pain but has nothing to do with the quality of this roof, and should be left out of this discussion. 7)Notice how the builder responds on the 10th day, I respond on the 1st day - typical of the difficulty this builder presents when trying to communicate. 8)There is no threat to contact several agencies. After 9 days, when I asked Revdex.com what was going on and told them I have $29,735.00 at stake with a builder that is not responding, they told me to contact police and the attorney general - that was the advice of Revdex.com, not a threat from me. I am not threatening to hire a lawyer, I WILL hire my own lawyer. The fact that the builder feels "threatened" by these meaningful actions on my part further indicates that the builder knows something is wrong with this roof, and will lose in court, if it unfortunately comes to that.Issues that came up AFTER the builder was paid in full, that caused me to request this refund. 1)Vent chimneys laid down on the roof. 2)Top came off one vent chimney and down to the ground, the fallen off chimney top has no screws in it, it was taped on - indicative of very poor workmanship I expect the other chimney top to come off too. 3)Gutters bent in snow, massive snow dams developed and caught in gutters, so big, so heavy that they bent all the brand new gutters. 4)all chimneys are bending in different directions due to poor reinforcement, there are photos available of attic where one chimney was held up straight with metal strap, the straps removed by builder were left hanging and never re-attached to chimney. These issues are like the last straw that broke the camel's back. Struggles, previous to paying the builder in full have been outlined in previous complaint - including dents all over. The ridge was re-done 3 times, the 3rd time was because I looked up installation instructions for myself on the internet, and found that no metal roof should EVER be installed with rivets - builder had installed the ridge with rivets. Bottom edges are gouged, again, photos available and I will take the photos to court. Builder says a representative will meet and remedy, but the ridges are on my dated notes from the very first meeting with the builder, still not corrected.The situation cannot be remedied. The roof is put on wrong, as an overlay with gaps in the underlayment and will not pass a final inspection.The court, if I hire my lawyer, will focus on roof quality issues, period. And so will I. The builder would do well to focus on the roof from this point forward - feelings have nothing to do with it.Also, I am establishing a line of accountability. If anybody in my home develops a lung infection from the black mold on the bathroom walls where my bathroom vent fan cannot be used, then all liability for that lung infection will rest with the builder who put on the vent chimney that failed, and further delayed making it possible for me to get that fixed by not expediting a refund to me.I'm pretty sure that anybody who sees the photographs of the persistent poor workmanship, from before and after the builder was paid in full, will understand why I do not want him or his crew on my property again - this roof is a real mess, and I will not be forced to accept this bad roof.I am open to proposals for less than a full refund. My desire is not to escalate. However, I am not threatening when I say that I will escalate as necessary to get resolution. I have always said that I don't want the builder to take a loss on this roof, that is because I am a fair and considerate person. If I built this roof for somebody, with so many obvious problems, then as a fair and decent man, I would refund their money.Why not call for an inspection? The finished roof was contracted for Late August 2015. It is now March 2016. People have been roofing all over Lyons all winter long I have been watching metal and shingle roofs get installed on my neighbors home - but this builder has not done a spec of work since October 2015. Once the inspection is failed, then maybe the builder can come to terms with the fact that he has failed this customer, and this customer does deserve a full refund.I'll attach a copy of the Lyons Re-roofing building code where it says that overlays, and gaps in underlayment, are prohibited. When I called the building inspector to inform him of the overlay, and gaps, I also called the builder to keep him in the loop, but builder claims not to have received that message.
Sincerely,
[redacted]
We emailed the client the necessary information on October 15, 2016. Our secretary moved out of state and we didn't receive the message.
We are very sorry that the consumer feels the way he does about the situation. Our company policy would be to address any concerns or problems that the customer may have with a phone call to discuss the situation. We would then have a representative go out to the site and inspect the concerns with the home owner. Depending on the issues, we would try to the very best of our ability to remedy the problem. We have not heard from the customer since the time we walked with him around his property and made sure he was satisfied, he then wrote the check and like I said before, even tipped everybody for "being such a pain to work with". When we read his complaint via email from Revdex.com, we responded within our time-frame. The day before we responded, the customer called and left a very threatening voice message on the office phone "giving us until noon the next day to respond via Revdex.com or he will call several agencies, to warn people about paying for their roof before it was completed. Well, it was completed when he wrote his check. Anyway, we called him and he said he didn't want us on his property and wanted a full refund and for us to contact Revdex.com and work with them. Asking for a full refund of the entire amount he paid for the work we did at his home, is completely outrageous! Since we cannot communicate with him or be on his property, we cannot remedy the situation.