Burns & Scalo Roofing Company Inc

Tom G[redacted] was out on 9/15/15.  We agreed to order the four piece stainless steel pipe boot/sleeve, cap, collar, etc.  He called back a day later and said he did not get proper measurements to order and would have to send a roofer out to measure.  This will take some time because they are so busy.  I just want to get the material ordered and the job completed.  I know everyone is so busy, but this job seems to continuously get lost in the process of who is supposed to come out and when it will get done.  I would sincerely appreciate follow thru to completion this time.  For example, when will the roofer come out to measure and when will the repair be made.  Thank you,

On Thu, Oct 1, 2015 at 10:28 PM, Tom G[redacted] <[redacted] wrote:Hi [redacted], I was still not able to log in so I will send you our response below. Please upload it to the complaint. A two man service crew was dispatched to Mrs. [redacted]’s home on 9/24/15. We performed her annual preventative maintenance at this time and also got the measurements for the for the work to be done to her flue pipe. The special order materials were ordered on 9/25/15. I received a call today from the manufacturer that the materials were ready. We will be returning to install the parts in approximately 1-2 weather permitting. Thank you for your help. Tom TOM G[redacted]Estimator – Residential Division Burns & Scalo Roofing[redacted] 
[redacted]Office: ###-###-####Office Direct Dial: ###-###-####Cell: ###-###-####[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We apologize for any inconvenience and/or disappointment you may have experienced during service provided by Burns & Scalo. We take pride in the fact that we provide quality work and superior customer service. Unfortunately we had a breakdown in communication in this instance which we have...

addressed. We will be happy to credit your invoice and hope that you would choose Burns and Scalo for any of your future roof needs.

On October 21st, prior to this complaint, Director of Customer Service, [redacted] spoke with customer, [redacted], about her $192.50 invoice being in collections.  
After the call, [redacted] spoke with the Project Manager. He said that full payment was due whether debris is in the...

gutters or not.  The customer requested a crew come to her house and that needs paid for.  She was only charged for the time they were there. Back on 10/21 the customer agreed to pay the invoice in full.
After receiving this complaint on October 27th, [redacted] met with the VP of Operations on October 28th to discuss the situation.  As goodwill, he stated to only charge the $95 travel fee, and waive the labor time of $97.50.
On October 29th, [redacted] called the customer to share the adjustment and advise payment in full will be requested for future service calls.  She was satisfied.

Review: Burns and Scalo Roofing was just one of the roofing companies my wife and I asked to provide an estimate for a roof leak repair in spring 2015. We never signed a contract with Burns and Scalo, and we never agreed to let them do the work on our house. We hired someone else ([redacted] Roofing). Nevertheless, someone from Burns and Scalo came to our house and did some work without any permission. We had already signed a contract with [redacted] Roofing in April 2015, and paid [redacted] Roofing to do the work (I have the signed contract with [redacted] Roofing and the receipt). Burns and Scalo Roofing started billing us for their unauthorized work in May 2015, and has been billing us for work that we did not authorize on our house ever since. When we called the Burns and Scalo, they said that they do not use contracts for small jobs. The bill is for $521.23. We keep getting invoices and we refuse to pay for work we did not agree to by contract. An added problem is that the roof leaked after they came, but our main complaint is that we should not be billed for a job we did not authorize.Desired Settlement: We would like Burns and Scalo Roofing to stop billing us for work we did not authorize. .

Business

Response:

We apologize for any inconvenience and/or disappointment you may have experienced during service provided by Burns & Scalo. We take pride in the fact that we provide quality work and superior customer service. Unfortunately we had a breakdown in communication in this instance which we have addressed. We will be happy to credit your invoice and hope that you would choose Burns and Scalo for any of your future roof needs.

Consumer

Response:

On Mon, Jan 11, 2016 at 3:57 PM, [redacted] <[redacted]> wrote:Dear [redacted]:Here is our response:We are pleased with the response by Burns and Scalo, and are glad to know that they will no longer send an invoice forwork that we did not authorize.Thank you very much for your valuable time, [redacted]--and happy New Year![redacted]

Review: we asked the company to come and check our gutters for leaves. Two men came and sat in their truck @ 1/2 hour before they came to the door. My husband was observing. They put up a ladder, looked at the gutters, came down and told my husband, "you're ok. give us a call next year." Honestly, they did no cleaning of any gutters or downspouts that we were billed for. Secondly, we never received an invoice. all we got was a phone call saying we were past due for 192.50. I understand the business was in transition from [redacted] ROOFING. We are willing to pay for the call, but 192.50 is excessive for the service, maybe 10 minutes of contact with us and 1/2 hour in the truck.Desired Settlement: A reasonable and fair bill for the call. 192.50 is excessive in my opinion.

Business

Response:

On October 21st, prior to this complaint, Director of Customer Service, [redacted] spoke with customer, [redacted], about her $192.50 invoice being in collections.

After the call, [redacted] spoke with the Project Manager. He said that full payment was due whether debris is in the gutters or not. The customer requested a crew come to her house and that needs paid for. She was only charged for the time they were there. Back on 10/21 the customer agreed to pay the invoice in full.

After receiving this complaint on October 27th, [redacted] met with the VP of Operations on October 28th to discuss the situation. As goodwill, he stated to only charge the $95 travel fee, and waive the labor time of $97.50.

On October 29th, [redacted] called the customer to share the adjustment and advise payment in full will be requested for future service calls. She was satisfied.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: On 6/6/11 contractor came to install [redacted] Premium shingle roof, .019 aluminum step, apron, counter, and valley flashings, aluminum vent pipe flanges, rain caps on vent stacks, 5" gutter screens, etc.

Residential preventative maintenance contract was signed on 7/11/11.

9/10/12 invoice 17246 job # 1-990058-31 they said everything in excellent condition.

9/11/13 invoice 1-89793 job #1-990026-31 they said caulking at counter flashing has deteriorated and will allow water to mitigate behind it.

7/1/14 invoice 1-96484 job # 1-990043-31 repaired areas where caulking had deteriorated. Pipe vent was asked to be replaced due to rust.

9/13/14 I wrote to Mr. Jack S[redacted] that pipe vent, steep roof flashing,and storm collar are all rusty. I had wanted the items replaced with the roof, but the people they sent (foreman and aliens who did not speak English) said it was not in the contract. On the preventative maintenance inspections, I have asked to have this work done, but no one ever comes to do the work. Some have said it is a plumber's job. I have had both plumbers and heating contractors out and all agree that roofers do that type of work. I asked to have someone come out, estimate and do the work or let me know if I should call another roofer. My roof is warranted with Burns & Scalo parts & labor for 5 years. Another roofing company doing work would void the warranty without their approval.

I called again on 8/26/15 because I now know that the items are called pipe vent jacks and furnace vent jacks and collars and asked that they be replaced. On 8/27/15 someone called back and said they would have someone call.

This is a very important part of a roofing contract because it is usually where roofs leak. I'm not looking to fight about the fact that in the contract they were called pipe caps, because I wanted perma boots but the salesman said they only came in packages of 6 and I didn't need 6, so they would make them. This repair work needs to be done. It is no use buying a 50 year limited warranty roof if the rusty pipe vents are not repaired because the roof will leak no matter what quality the shingles.

If Burns & Scalo does not want to do the pipe vent jacks and collars when they install a new roof, they should tell people so a company can be hired that will properly replace the roof and component parts. It's unconscionable to mislead people into thinking they are getting a top of the line roof, when in fact, their old roof would have done just as well because the rusty pipes and collars will leak.

When asked to complete repair, first they say it's a plumber's job. It is not. Then they say, it's building code. There is not building code not to repair/replace these items.

The repair is as follows:

1) Carefully pry up the shingles around the roof jack using a flat pry bar.

2) Remove any roofing nails and slide out shingles.

3) Pry up old jack, and remove it by pulling it up over the vent pipe.

4) Slide a new roof jack, sized to fit your vent pipe, over the pipe.

5) Secure the new roof jack to the roof decking with roofing nails.

6) Cut roof shingles to fit around the roof jack, and insert them under the existing shingles.

7) Nail the new shingles down with roofing nails so the nails are covered by the shingles above.

8) Use a hammer to bend the top edge of the soft lead roof jack down into the vent pipe.Desired Settlement: Install new pipe vent jacks and collars and furnace vent jack and collar. Replace any flashing, etc. that should have been replaced per the original contract.

Business

Response:

September 21, 2015 Judy Grayson 10118 Woodbury Dr. Wexford PA 15090 Re: Revdex.com complaint Dear Mrs. Grayson Bums and Scalo is in receipt of your complaint with the Revdex.com regarding your flue pipe and vent pipe flashings. I apologize for the apparent miscommunication that has occurred and I have directed my Residential Manager Tom G[redacted] to contact you and schedule a site visit to investigate and discuss repair options. If you do not hear from Tom this week please contact me directly at [redacted] I apologize for any inconvenience this has caused. Sincerely,Mark H[redacted]Vice President Sales/Estimating

Consumer

Response:

Tom G[redacted] was out on 9/15/15. We agreed to order the four piece stainless steel pipe boot/sleeve, cap, collar, etc. He called back a day later and said he did not get proper measurements to order and would have to send a roofer out to measure. This will take some time because they are so busy. I just want to get the material ordered and the job completed. I know everyone is so busy, but this job seems to continuously get lost in the process of who is supposed to come out and when it will get done. I would sincerely appreciate follow thru to completion this time. For example, when will the roofer come out to measure and when will the repair be made. Thank you,

Business

Response:

On Thu, Oct 1, 2015 at 10:28 PM, Tom G[redacted] <[redacted] wrote:Hi [redacted], I was still not able to log in so I will send you our response below. Please upload it to the complaint. A two man service crew was dispatched to Mrs. [redacted]’s home on 9/24/15. We performed her annual preventative maintenance at this time and also got the measurements for the for the work to be done to her flue pipe. The special order materials were ordered on 9/25/15. I received a call today from the manufacturer that the materials were ready. We will be returning to install the parts in approximately 1-2 weather permitting. Thank you for your help. Tom TOM G[redacted]Estimator – Residential Division Burns & Scalo Roofing[redacted]Office: ###-###-####Office Direct Dial: ###-###-####Cell: ###-###-####[redacted]

Review: This contractor installed a roof and gutter onto my home, an historic landmark. The gutters failed due to incorrect installation and have rotted the box gutters and some of the roof and fascia boards.I contacted the residential service manager who came and looked at this issue. He or any one at the company has returned my call since. I have written a letter to the owner, and not a peep.Desired Settlement: I do not know the answer to this question. I gave them months to respond to the incorrect installation, and they have not responded.I have had to to get other opinions on this faulty installation, all the same that it was doomed to fail. I have also with winter approaching have has to start the repairs.

Business

Response:

After holding an internal meeting on October 28th, with our VP of Operations, [redacted], and the Project Manager mentioned in the complaint, [redacted] the Director of Customer Service telephoned customer, [redacted]

He shared is experience and stated that he had photographs of the damage, which he forwarded them to [redacted] apologized for the situation and said she will be in touch with next steps.

On October 29th, [redacted] forwarded the photograpsh to the VP of Operations and the Project Manager for review. By Tuesday November 4th, next steps will be determined and discussed with [redacted].

Consumer

Response:

I have not heard from Burns and Scalo, they have not contacted me by the 4th as in their response. So far a lot of dead air from them.

Business

Response:

Internal review of photos customer sent is still being conducted, as well as a warehouse search for the original contract from 2004.

A meeting with the customer is to be established.

Customer Service Director, [redacted] telephoned customer 11/11/14 to apologize for the delay and explain that the internal review and research is still taking place.

Business

Response:

On Friday, November 28th the Burns and Scalo VP of Operations, [redacted], met with customer [redacted]. The customer was educated about the workmanship technicalities. Another meeting with the VP of Operations, Project Manager and customer will take place to review the roof and establish next steps.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. They are sending a service manager out to assess the situation at their expense, this may lead to some discussion.

Regards,