C & C Roofing, Sheet Metal & Construction, LLC

Business sent the following response that was also shared with the Attorney General:I was out of the office for surgery during when this case was originally openedI mainly dealt with Mrs [redacted] and did most of the emailing [redacted] has been a difficult customer from the beginningShe had an insurance claim and wanted to have the doors, roof, garage siding, windows all done for the insurance costWe offered her higher quality items such as the doors and she declined as it was not in her budgetAlside installed their low-E windows which are a Energy star window which are high qualityI have had the exact same windows installed and not had any issuesThose windows come standard with a ½ screen window as most people either open one half or the otherIt states that in the window brochure we hand outKyle our window supervisor at Alside came out and met with Mrs [redacted] and he too stated she was very hard to work withAs a courtesy to just be done with the issues (as at that point there was not any others) we went ahead and swapped out her ½ screens to full screens at no charge to Mrs [redacted] That is what Carl was referring to when he said she got free windowsShe got free window screens As for the garage our contract was exactly for the siding, nothing interior, and nothing structuralWe were just attaching the siding to the structure that was already thereWe never went inside at all during the installation of the sidingWe did not inspect every board or nail as we were there for a siding and roof estimateWe have offered to have the building inspector meet us out there so he can inform the customer that the siding is tight and what looks unleveled is the structure itselfThe customer has yet to schedule thatWe are not responsible for her garage structureIf he garage structure cannot handle guys on top installing a roof or the ponding of a hammer to install siding then she needs to have that taken care ofWe did not build the structure or mess with the structure which is what her issue is all aboutAs for the doors we ordered doors, they come one color and we were going to paint them to match and be the color she wanted, again she ordered those exact doors out of a supplier book which stated all the informationHowever, trying to please the customer we refunded all the money for the doors and we paid the restocking fees associatedHer roof is vented properly she got ridge vent and box vents as that is what her roof needed to have for codeWe have done everything we could to please Mrs [redacted] , to the point that she has cost the company moneyWe did not cut corners, she is the one that had all the product information and said she researched online and made the decisionShe keeps bringing up issues that have already been resolved such as the doors, roof vents, and screensShe actually received items for free and refundedAs for scheduling we are scheduled out weeks in advance, and try to work her inThis last time she was scheduled out for weeks she confirmed the day before and everythingThen when arrived she did not answer the door or anythingThen she demanded to be scheduled again on another Saturday during our busiest time a yearThis customer has gone out of her way to continue to argue, she keeps bringing up everything that has nothing to do with her issueWe have answered and resolved all her issues in the past went out of the way to make her happyIf tightening the siding was all we had to do to please her believe us we wouldWe did we tightened it, did everything we could to make it look as level as possibleShe just wants the structure fixed at our cost and it has nothing to do with usOur stance on her issue is it is structural damageWhoever built it did not do it correctlyThen they sided it at an angle to cover up the issueWe sided it level and per manufacturer’s specificationsWe do not want to continue to go back and forth with the customerShe has opened claims through the Revdex.com, emailed us constantlyWe have never had any issues this extreme with any customersOur reputation is outstanding, we are not perfect, our employees are humans and make mistakes but we always do our best to take ownership of the issues and fix themWe have tried with Mrs [redacted] but it has become an impossible task and went from wanting siding on her house to us rebuilding her garageAs for her getting a different contractor to come out, they will state anything to get work, or moneyThe city building inspector is an unbiased 3rd party inspector, who has a degree, and will not gain anything from the inspectionIt is funny how she refuses to use himAt this point she has not brought any issues to us other than the missing header/structure issue, but now she wants to find more things that are not presenting a problemShe has a high quality roof that has a liftime warranty through manufacturer on both house and garage, lifetime warranty on windows through manufacturer and siding warranty through manufacturer as wellOur workmanship warranty is for specifically things we installed not missing headers or shims that we never even touchedWe stand at this point we are not going to refund or do anything further for the garage structure issue

We have taken every precaution with this customer as we do all of our customersWe understand that this is a new process and try to explain everything to the customer to the best of our abilityWhile we did meet with the customer in August it did take a long time for her to decide what doors
she truly wantedWe did not even receive her down payment until 08/29/This happens to be the busiest time of the yearWe explained to her we were weeks out on roofingWe do roofs in day that is what is advertised and on our handwritten estimateI am not sure where the miscommunication came in as there was no way we could do a house roof, garage roof, garage siding, gutters on both windows and awningsWe did the customers roof on September 9th (days after her payment)I know that guys were arguing over one not shingling fasterThe employee she wanted terminated was actually the one getting yelledUnfortunately we cannot share employee disciplinary or termination information with anyoneHowever, in this case we did find that the employee was doing his job and was not at fault it was another employeeWe handled the situation by our protocol and that private informationAs for the mistake the employee made, was the wind had blown a corner of the felt near the peak of an unheated garage as he was laying shingles so a inch by inch sqof plywood did not have feltHowever the Forman did make him remove the shingle and fold the felt overAt that instance the customer’s husband was outside yelling and cussing extreme profanity at our employeesThey all remained professional and courteousAt the end of the day our dump truck was full we pulled down the gutters and had them piled in the front yard at the dump was about minutes awayAgain her husband came out cussing because we were leaving the gutters in the front yardWe explained that the dump was full and he would be right back he started cussing again telling our employees to F off and leaveOur dump truck arrived back in about minutesHe got the gutters and explained that the gutter guy would be there tomorrow to install seamless guttersWe explained we run them off at the job so we cannot do in the same dayThe customer was a little calmer, so our ground Forman walked him around, they too looked at the ground and cleanup and it was to the customer’s satisfactionWe ***r got an email from the wife who had just got home complaining about the cleanup we sent guys to lookWe ran magnets several times and walked the whole perimeterThe customer picked the doors straight out of our supplier’s catalog which shows the doors and says they are not painted. We offered to paint the doors she did not want thatWe offered her money back and gave it to herAs for the screens the window supplier explained are half screenWe offered whole screens on the windows and offered to order from them we never heard from her again about thatWe sent her the owner’s cell phone number to contact but she has not called him for anythingShe sends emails to him which he works in the field we explained for CLEAR and fast communication to call the owner directlyTo this day we have not had a call from herWe have never told her not to contact us, we have encouraged phone calls to keep out miscommunication from happeningWe do our best to accommodate every customer in every situationHowever, some customers are difficult and do not understand this is major construction we do our best to make it clean, and as smooth as possible processWe have addressed the garage frame issue though it was not our faultWe will be touching base with the customer again in hopes of resolving the issue.*** ***Administrative ManagerC & C RoofingE361st St Bldg A2-AEastlake, OH 44095440-951-1920440-951-FAXwww.cc-roofing.com

Business responded:We have been in contact with both the Revdex.com and attorney general as well. They were blind carbon copied on the email I sent you as well as this one too. Your warranty on the siding is officially voided as you have exasperated the issue and caused more damage by refusing to let/schedule for us to come out. We would also like to be present when the city building inspector inspects. I will contact them and see when they are scheduling to be out there  as well. We suggested having the building inspector out, months ago. You have continued to delay the issue causing more damage and expense on our part, thus as you were advised prior in the last email that you needed to schedule with us and yet you are refusing again. As stated previously your siding warranty is voided. Thanks,Krystal S[redacted]Administrative ManagerC & C Roofing1650 E. 361st St Bldg A2-AEastlake, OH 44095440-951-1920440-951-1930 FAXwww.cc-roofing.comAdditional Response from company:[redacted], I just spoke with building department in regards to the inspection. They stated they did advise you that your siding, windows, awnings and roof were all inspected and approved. They advised you that the roof ventilation that we put in was acceptable and up to code. You are the one that declined us adding the ridge vent when we offered to put it in just to appease you. We will not be going back or offering that any further. You emailed me and I forwarded to both attorney general and Revdex.com telling us not to go back and install ridge vent. As for siding the inspected and everything was tighten at that point. We did have a brutal winter with HUGE ice dams, lots of snow accumulation which could have caused the siding to come off or some one could have pulled the siding off to make a bigger issue. However, we attempted coming out and fixing, but you never got out of bed to answer the door or phone even though we specifically scheduled and verified we would be out there that Saturday (we have the emails and I forwarded to both Revdex.com and Attorney General. Since then you have complained but refused to let us come out. The wind, rain, sun and heat cause all kinds of issues on the pieces of siding that we could not fix at the time you did not answer. We have voided our siding warranty due to you not letting us come to your house to do the work. We will schedule with the inspector to do a final inspection again. I will also be sending the initial inspection reports stating that everything was up to code and done properly. Thanks,Krystal S[redacted]Administrative ManagerC & C Roofing1650 E. 361st St Bldg A2-AEastlake, OH 44095440-951-1920440-951-1930 FAXwww.cc-roofing.com

Business responded:The customer contacted us for roof issues in September, we gave them in estimate 09/22/2015 at which time the customer was told that their slate roof had several issues and really needed to be replaced. The customer stated they did not have the money to replace the roof. We gave...

them an option to repair the urgent leaks until they could afford to replace the roof; with us advising sooner rather than later. We completed the repair on 10/25/2015 at which time the customer did not have any leaks. As we all know it rained much of October and November last year. Still by the end of November the customer had not paid us. We contacted several times sending out invoices and such. Finally the customer sent us the payment stating that she wanted to make sure all leaks were repaired before paying. Then a few weeks later we got a call stating they had a leak and we needed to come fix it. We went out only to find the leak in a completely different area. We explained then it had been over 2 months with no leaks in our area of repair. However, since we were out there we went ahead and sealed the area as a courtesy. We also advised at that time we recommended them to replace entire roof and that we cannot be responsible for other leaks as the roof is in poor condition and our leak had stopped.  We then had this horrible ice dam winter on their deteriorated slates that crack easily. We never got a call from the customer until July of this year wanting all their money refunded they stated that they got some other company to come fix the leaks. We did meet with the customer in July after they had work done. They never called us prior to issue for us to investigate. However their original leak was fixed and based on what we can tell now the bad winter created new damage to the very poor condition roof.  We did the work contracted to do, unfortunately when you have an old deteriorated slate roof we cannot guarantee the whole roof, which is why we recommended the replacement of roof in the first place. If the customer would have contacted us prior to having the last work done we could have investigated the issue to see what the cause was, but unfortunately they did not. They chose to have another company do a repair in another area close to ours, which does not warrant a refund. The matter is we advised the customer they would have more issues and continually have to repair their deteriorated slate roof, we offered to replace it to prevent all further leaks and they declined. Us making small minor repairs in sections does not mean we warranty the entire roof, nor does it mean that the deteriorated fragile slates would last through this bad ice backup winter we had last year. We did our best, repaired the leak, they held the money for months making sure it would not leak which it didn’t as they paid us. Then months later they have new leaks, we cannot refund our money.

Consumer response taken over the phone by Revdex.com staff 1/14/15.Consumer said that the repairs have not been completed yet, but only because she hasn't called them to reschedule due to the weather.  She expects that there will be a break in the weather over the next couple weeks.  She will follow up with us when they are done.

Thanks for sharing C&C Roofing's response to the Attorney General complaint.Unfortunately, this company continues to have problems with conveying the truth.  While they spend most of the response trying to bash my character, they failed to tell the truth in this response to the Attorney General's office as well.  1.  It was never disclosed that window screens were 1/2 screens.  All the other slider windows on our home have full screens, so we would have never had a reason to believe that half screens would be installed on the new windows.  And Mr. C[redacted] never stated that the new windows would have just half screens (the cheaper version).  Once the windows were installed we immediately noticed that the screens only allowed you to open the window to one side, I emailed them about the problem.  Since C&C Roofing refused to respond to my emails about the full screens, I contacted the vendor, Alside, personally and handled the situation.  Both of the persons that came out after the installation stated they didn't know why only half screens were ordered, other than to cut costs, especially since all of our other windows had full screens.  The area manager stated that he would take care of the problem for me and get the full screens installed instead of the half screen.  So I never received any "free" window screens, they were paid for out of the insurance money that C&C Roofing got up front for the project.2.  Since October, I have had 3 additional roofing contractors inspect my garage.  None of the roofers saw any evidence of ANY "structural damage" to the garage.  However, all 3 roofing companies stated that the siding and aluminum garage door capping was very poorly installed.  They all pointed out deficiencies in the workmanship and stated how they would correct the shoddy work at this point. 3.  There was never any mention of painting the doors that we ordered, NEVER.  After the fact, when C&C Roofing acknowledged that the contact specifically stated that the doors would be brown, they concocted the story about offering to have the doors painted.  This is again a flat out lie, in which I have the emails to prove this.  I demanded the refund on the doors because of the FALSE ADVERTISEMENT of their product offering which is against the law, according to the Ohio Consumer Sales Practices Protection Act.  So that is why we got our money back for the doors, Bottom line.4.  There is NO ridge vent on our home.  According to their response..."Her roof is vented properly she got ridge vent and box vents as that is what her roof needed to have for code."  Yet again, this statement is FALSE.  We only have 3 box vents, NO ridge vent as the conrtact states would be installed.  I emailed them asking why the ridge vent was not installed as contracted and they claimed that the box vents were sufficient.  However, being that they lied about what was installed for "code"  I have contacted the City Building Department to confirm what is necessary to be up to code for both the venting of the house and garage roof.  I should receive a response by tomorrow.  It has been very difficult to get a straight answer from C&C roofing.5.  Because C&C Roofing is upset about me publicly complaining about their poor work, they have threatened to revoke their workmanship warranty on all of the work they have performed on my property, however that is ILLEGAL. The contract clearly states that there is a 10 year workmanship warranty, which they are required by Ohio Consumer law to abide by.  So now that I have confirmed by 3 independent roofing contractors that there is NOT any structural damage to the garage, I am going to schedule the completion of the repairs to the garage by C&C roofing.   (a) Installation of fascia corners, caulked and sealed   (b) Replacement of loose and ill-fitting soffit framing all around garage, ensuring properly secured with sufficient nails going through the side (instead of the bottom) as to alleviate the nails from constantly falling out, sealing and leveling so there are no gaps left for water to infiltrate and settle   (b) Replacement/leveling J-channels to ensure they are visibly level and completely sealed   (c) Replacement of aluminum capping around garage door, caulk and seal so there a no longer visible gaps between capping and weather-stripping   (d) Replacement of warped siding all around garage (multiple places) 6.  Being that C&C Roofing has come more than once in the past on Saturdays to make repairs/installations, a precedence has been established that schedule modifications can be made.  As such, I will not lose money by taking off a day of work to have said repairs completed.  Rather, C&C Roofing will need to adjust their workers' schedules to allow for a Saturday work day, when I am able to get the date scheduled.  Unless C&C roofing would prefer to pay me for taking the day off during the week, in advance, so they don't have to modify their employees' schedules, that is an option as well.Thanks again for your assistance with this matter, I look forward to receiving a response soon so this matter can be resolved.Respectfully,[redacted]

Complainant sent the following response:Thanks again for your help with this matter. I read the Business response to my complaint and so much of what he stated is very far off from the truth. I Have never in my life had to deal with such a dishonest company / person.The following are all false statements on his behalf:- The need to replace the entire roof ( I have a slate roof and after the work was done from the 3rd party, not only were all of the leaks fixed but he told me, the roof is in good shape and will last another 50 + years. )- Completed work done on 10/25/2015 ( we had paid them $2000 and was going to pay the rest after the work was completed. On there last day they requested the balance and I had a credit card to put it on. They instructed that I call the office and give them the info. Before I had a opportunity to do so, there still were leaks. I called them and demanded they come back before I pay them the balance. I had to call several times and it wasn't until 2 months later they came back. Before they left for a second time of which they stated the job was complete they said to call them if there still has a problem. First off there customer service was horrible. secondly if you cant get it right after being on my roof two times and telling me everything is fixed, I don't want you on my roof at all.- He stated we paid him and after that they came out the 2nd time as a courtesy. ( WE DID NOT PAY THEM UNTIL AFTER THEY CAME OUT A SECOND TIME OF WHICH TOOK 2 MONTHS! THE AREA'S THEY WORKED ON WERE THE SAME AREA'S AS PREVIOUS!! THERE WERE NO NEW LEAKS IN DIFFERENT AREA'S as he so stated in the Revdex.com business response. Due to both Myself and [redacted]'s schedule we simply did not have time to deal with this. We paid them and just moved on. When spring came around we got 3 different quotes from other company's to complete the job ALL OF WHICH COMMENTED ON THE  POUR LEVEL OF CRAFTSMEN SHIP OF THE AREA'S C&C ROOFING WORKED ON!So yes, It was only months after the fact that I had vented to a friend about my whole experience and he suggested I should contact them and get my money back. In doing so, the owner came out and took some photos and asked me "what Im I looking to do" I requested $2000.00 back, he replied, "well, thats not gonna happen." Before leaving he said he was going to go back to his office look at the photos and notes from the job and He would work something out to where we BOTH would be happy.A few days later, I received the letter of which I have attached.Thanks again for all your help, Feel Free to contact me if you need anything else.I have Cc this to my Legal representative of which is sending him a letter demanding a refund.Best Regards,[redacted]

Business responded:No slate roof is guaranteed for 50+ years! Especially not an old worn out one.  The customer is unaware of the whole case as we worked with [redacted] not [redacted]. They did not pay us $2000.00 at any point. They paid a $650.00 down payment on 09/22/2014, then they made a partial payment of $1350.00 holding 1287.50 to make sure there was no leaks. They paid the $1287.50 on 12/04/2015 stating they were leak free.  If we had received calls we would have went out within a week or sooner. The only calls we had were over the outstanding balance they owed. As initially they were waiting for the first rain, but then eventually was 30 days leak free.As for us not being able to fix the leak, we fixed the leaks in our contracted area. The areas of their initial complaint. There were new leaks. The work on the new contractor’s invoice was not the same as ours. He removed an entire area and replaced 14 additional slates.  The work order never mentioned poor craftsmanship or anything about previous repair. While the invoice does look like something he could have picked up at any office supply store and made him, so the legitimacy does not seem real. It is the work he has claimed to have done.Below is the outside communication we have with his third party attorney he has also had contact us.I will explain to you in short, I have pictures of so called leaks. Let address the leaks – we did not even make repairs on the front section of house where they had main leak and recent repair. They called us 1 time about a leak below a window in our repair area. When we came and repaired there was lots of snow and ice on roof, while we were there we were advised they had a leak upon inspection we found out it was in different area than our original repair. As a courtesy since we were already there we did a temporary repair free of charge? They called us 1 time only, we have not heard from them, until now when they are requesting a refund nearly a year after the work was done. Keep in mind they have an old beat up slate roof. The slates are like glass, and they are weathered and deteriorated. We recommended them to replace the roof as repairs would not fix issues just temporarily fix them. We did not offer a warranty with the repairs as we cannot guarantee expired roofs. The customer stated they did not have the money to replace they just wanted the small repairs, we strongly recommended to replace roof but again they declined. By doing a leak repair we cannot guarantee the rest of the roof area, or future leaks, we stopped the leak they had. [redacted] did not make final payment upon completion she stated she wanted to wait and make sure there were no more leaks at which time she paid us Dec. 4th (date we entered) since she went 30 days  without a leak. If they were still having leaks at the time why would they pay us? We have not heard from the customer after that last call in mid-December until they wanted their money back. The sun porch valley area we removed slate off roof there, Installed modified roof & gutter in this area. They are still using the same gutter and modified.  The 2nd area the front upper roof we put modified roof over the metal roof. We recommended replacing the valley then but the customer refused. Now their new invoice is for exactly what we recommended but they did not want to pay the additional for at the time. They had a new valley installed and tied into the roof we installed. If they would have a warranty (but this is a temporary repair so they don’t) that would terminate any warranty. The roofs we installed are still on their 2 areas and they are stating they have no active leaks. Therefore that means our roof was not leaking. They needed more work done as we told them initially but they did not have the funds to pay for it at the time so they chose to what work they could afford. They are now wanting reimbursed for a roof and gutter they are still using and is not leaking. We have a copy of their invoice from other contractor and it is not for any work we did. Nor does is mention anything about our previous repair. They chose to get additional work done and that comes at a cost. Us doing a small minor repair again does NOT warranty the entire roof. We told them what they needed but they did not want to do all that. They have no grounds for a refund. It was a harsh winter, they need a new roof, and the work we did is still fine. We have taken several pictures have documented work orders and contracts. The customer received the labor and material they paid for. They had additional work done that they paid for all charges are valid. We will not refund their money further more if litigation is needed we will request payment for all legal charges from the customer. Take whatever steps you would like but our decision stands with no refund.

Business sent the following response that was also shared with the Attorney General:I was out of the office for surgery during when this case was originally opened. I mainly dealt with Mrs. [redacted] and did most of the emailing. [redacted] has been a difficult customer from the beginning. She had an insurance claim and wanted to have the doors, roof, garage siding, windows all done for the insurance cost. We offered her higher quality items such as the doors and she declined as it was not in her budget. Alside installed their low-E windows which are a Energy star window which are high quality. I have had the exact same windows installed and not had any issues. Those windows come standard with a ½ screen window as most people either open one half or the other. It states that in the window brochure we hand out. Kyle our window supervisor at Alside came out and met with Mrs. [redacted] and he too stated she was very hard to work with. As a courtesy to just be done with the issues (as at that point there was not any others) we went ahead and swapped out her ½ screens to full screens at no charge to Mrs. [redacted]. That is what Carl was referring to when he said she got free windows. She got free window screens.                                     As for the garage our contract was exactly for the siding, nothing interior, and nothing structural. We were just attaching the siding to the structure that was already there. We never went inside at all during the installation of the siding. We did not inspect every board or nail as we were there for a siding and roof estimate. We have offered to have the building inspector meet us out there so he can inform the customer that the siding is tight and what looks unleveled is the structure itself. The customer has yet to schedule that. We are not responsible for her garage structure. If he garage structure cannot handle guys on top installing a roof or the ponding of a hammer to install siding then she needs to have that taken care of. We did not build the structure or mess with the structure which is what her issue is all about. As for the doors we ordered doors,  they come one color and we were going to paint them to match and be the color she wanted, again she ordered those exact doors out of a supplier book which stated all the information. However, trying to please the customer we refunded all the money for the doors and we paid the restocking fees associated. Her roof is vented properly she got ridge vent and box vents as that is what her roof needed to have for code. We have done everything we could to please Mrs. [redacted], to the point that she has cost the company money. We did not cut corners, she is the one that had all the product information and said she researched online and made the decision. She keeps bringing up issues that have already been resolved such as the doors, roof vents, and screens. She actually received items for free and refunded. As for scheduling we are scheduled out weeks in advance, and try to work her in. This last time she was scheduled out for 2 weeks she confirmed the day before and everything. Then when arrived she did not answer the door or anything. Then she demanded to be scheduled again on another Saturday during our busiest time a year. This customer has gone out of her way to continue to argue, she keeps bringing up everything that has nothing to do with her issue. We have answered and resolved all her issues in the past went out of the way to make her happy. If tightening the siding was all we had to do to please her believe us we would. We did we tightened it, did everything we could to make it look as level as possible. She just wants the structure fixed at our cost and it has nothing to do with us. Our stance on her issue is it is structural damage. Whoever built it did not do it correctly. Then they sided it at an angle to cover up the issue. We sided it level and per manufacturer’s specifications. We do not want to continue to go back and forth with the customer. She has opened claims through the Revdex.com, emailed us constantly. We have never had any issues this extreme with any customers. Our reputation is outstanding, we are not perfect, our employees are humans and make mistakes but we always do our best to take ownership of the issues and fix them. We have tried with Mrs. [redacted] but it has become an impossible task and went from wanting siding on her house to us rebuilding her garage. As for her getting a different contractor to come out, they will state anything to get work, or money. The city building inspector is an unbiased 3rd party inspector, who has a degree, and will not gain anything from the inspection. It is funny how she refuses to use him. At this point she has not brought any issues to us other than the missing header/structure issue, but now she wants to find more things that are not presenting a problem. She has a high quality roof that has a liftime warranty through manufacturer on both house and garage, lifetime warranty on windows through manufacturer and siding warranty through manufacturer as well. Our workmanship warranty is for specifically things we installed not missing headers or shims that we never even touched. We stand at this point we are not going to refund or do anything further for the garage structure issue.