Complaint: [redacted] I am rejecting this response because: It is a step in the right direction Subsequently, [redacted] (project mgr) has called several times with updates He has been working toward a solution by contacting the inspector, and then contacting the cedar shake manufacturer to obtain written approval of the way the shake installation was made If manufacturer approves, the inspector will pass the job performedTherefore, I am awaiting the outcome Sincerely, [redacted]
Initial Business Response /* (1000, 6, 2015/11/04) */
This complaint was filed by the owner wife , whom my salesman nor any representative from our company has previously communicated withAll prior conversations were with husbandNo one had called the office number which is written at the top
of the contract on his contract but rather was calling the salesmanWhen the issues with the gutters not being installed were brought to my attention (office) via this complaint- we had them installed within a few daysWe also scheduled the final inspection with the inspector- the homeowner desired to be at that inspection and it is set for tomorrow the 5th
Regarding his invoice- The day we got the Revdex.com complaint I also spoke with the insurance companies adjusterThe homeowner desired us to do all the work- roof gutters fence paint- and also cover their deductible- which their insurance agent and my salesman had previously explained is illegal They could choose to use the money from the fence to cover their deductible as they were going to do that work so the insurance would pay them for thatThe insurance adjuster called them and informed them of this and that they either have to pay their deductible or not have us do the fenceAll questions are resolved with the invoice
As far as the broken items- I have offered the homeowner $off of his final invoice- He says we broke three solar lights and a lockThe insurance company paid for three solar lights so I find it hard to believe that we broke the exact same number of lightsBut either way we are trying to put this customer behind us
Had the homeowners contacted our office we could have gotten his gutters fixed and explained to him the billing issuesThis customer seems very happy when we last spoke earlier todayHe was going to talking to his wife to see about reversing this dispute
*** ***
Owner, Capital Roofing & Restoration
Initial Business Response /* (1000, 11, 2015/11/03) */
I find *** response and Revdex.com complaint unjustifiableYes *** did pay us for a new roof- the cost was $7,paid via two checksShe contracted us to replace her flat roof over her garage- she was insistent in having us install a TPO
roof- Commercial White Waterproof productThis product can be used as a pool liner and hold water for yearsYes there was a leak in one of the seams- that we immediately fixed, the roof is over an unfinished garage so no damage was causedYes the City of *** came out and passed our inspection for the roofAfter a subsequent storm she complained about water pooling near her doorwayThis was because her roof was so flat that we had to form a diamond shaped ridge in the center of the roofAlso her doorway for a second story door is level with this roof- there is no curb to divert the water away so a small cricket or peak/ curb was formed at the doorwayThis call occurred the day I returned from my honeymoon and to have *** call me 5-times in a row yelling at me to come out and inspect the roof Immediately rubbed me the wrong wayShe was worried someone would get west nile virus from the standing water or slip on the puddle- I had previously explained to her that the TPO product she selected was very slipperyThere were no leaks and *** was unable to provide pictures of the issue( she called many times for me to try and teach her how to use her phone)I attempted to schedule a time to inspect it and didn't feel it was an emergency as there was no leak*** call the city inspector and had him come back outUpon her presumed pleading with them they said the drainage had to be corrected- this is a commercial product built for standing and pooling water
In an effort to appease this customer we offered to replace the entire roof with a new roofing system and a different product that wasn't slipperyWe could have patched and repaired her existing TPO product (as we were contracted to install this type of roof) but we were going above and beyond so we wouldn't have to deal with this customer every again in the future
I asked *** to sign a revision to the contract so I wouldn't have to change things or refund here any money as she was now getting a different productShe refused
Capital Roofing then installed a new roof building a inch curb at her door way and pitching all the water away from the houseWe added 2x6's that tapered to inches rafters to create a slopeand all new plywood deckingWe installed Modified bitman roofing- we installed everything perfectlyThe initial contract nor the modified contract stated anything about gutters or the door being cut down to fit (the roof was raised inches so obviously the door had to be taken off the hingeThis was not something that she paid for or was in any of the contractsWe installed gutters along the other side of her house _ FREE OF CHARGE
*** wanted to door and edging of the roof fixed by the 9th of oct or she was going to contact you
I had sent one of my installers and called *** to let her know that Martin was coming to cut down and install the outer screen/security door*** was told by *** or one of the other adults that live at her house that he could not bring the door through the house and onto the second story roofI find it ridiculous to expect this installer to get the door from the back yard and carry it up a ladder to the second story and hoist it over a ft metal railing on the second storyWe were trying to get things done to meet with her time line and she wouldn't allow themShe had her husband set the door up but it obviously took my installer sometime to reschedule to come out there- he didn't want to go back and deal with someone yelling at himThe craziest thing was that *** was willing to leave the upper house door unlocked (there was two doors we were replacing the outer screen/ patio door)So she wouldn't let someone carry a door through her house but was willing to open the interior door
We also had to trim the edge of the flat roof material away from the drip edge which isn't a big deal- But *** told the installer- *** who she knew well to come back the following dayThe issue wasn't that he couldn't cut back the material it was that she was instant on him tacking it down with termination bar which was unnecessary and a further $expense
We were not able to complete the repairs in the time allotted because she kept turning my installer away
So in the end I have spent over $10,to appease this customer so I have spent $3,extra above her contractI have tried to comply with all of her demands but some of these things take longer than homeowners expectAlso the homeowner was unwilling to compromise on the additional costs of the gutters, door, termination bar or even the excessive sloping
Furthermore I had to be selective with my crews in an effort to limit my costs and risksThis homeowner was unwilling to sign the change order when she switched the roof type, and as you recall I elected to do so to appease herIn the end I learned that I should have stuck with the initial contract, and just repaired the TPO- the product that she chose and paid forIt angers me that this customer is complaining to the Revdex.com for something that was actually provided to her free of chargeI take pride in my companies reputation and no complaint Revdex.com Status and hope that this is resolved or stricken from my record
*** ***
Owner, Capital Roofing and Restoration
XXX XXX-XXXX
Initial Consumer Rebuttal /* (3000, 13, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** with Capital roofing is one company I will never go to again nor refer as I will never forget the one year heart ache and torture he put me throughI reject part of his responses because of his dishonestyHe took my patience through this project for cowardice and when I mentioned Revdex.com, he sprung into some action at timesA two day project lasted one year and he was previously never on site but passed on jobs from one hand to anotherThe bank who referred him to me has long apologized and learnt their lesson of him tooNow that *** stuck with me to complete the work irrespective of what *** thought, I am pleased with *** end result and approach and can consider this project overTo *** I say please be honest in the future with other customers and I hope never to work with anyone out there like youYou have caused me unhealing pain from this projectI am glad this is over and thank you Revdex.com because if not of your intervention *** would not have responded*** cares about his reputation than he cares for the customers or consumers, but I am glad I donot have to deal with him after this.***
Final Business Response /* (4000, 19, 2015/12/18) */
Based on ***'s responses on 11/11/where she stated " I am pleased with *** end result and approach and can consider this project over." and "I am glad this is over and thank you Revdex.com because if not of your intervention *** would not have responded*** cares about his reputation than he cares for the customers or consumers, but I am glad I don't have to deal with him after this."
These statements were made a month after all work on the roof and door were completeSo it is my understanding that all work is done and signed off on this projectWe will not be doing any additional work to her house
All of the roof edges are sealed to meet or exceed codeOn 10/14/the permit permit was approved by the City of *** permit number XX-XXXXtheir phone number is XXX XXX-XXXX
I am considering all of this job complete and the customer satisfiedCapital will not be doing any further work as we have completed our obligations and the customer stated her satisfaction
*** ***
Owner
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, as long as the remaining issues are satisfactorily resolvedI will withdraw the complaint when the deck is re-done, the peeling of the garage doors is resolved, the bent gutter is replaced
Sincerely,
*** ***
Complaint: [redacted]
I am rejecting this response because: It is a step in the right direction. Subsequently, [redacted] (project mgr) has called several times with updates. He has been working toward a solution by contacting the inspector, and then contacting the cedar shake manufacturer to obtain written approval of the way the shake installation was made. If manufacturer approves, the inspector will pass the job performed. Therefore, I am awaiting the outcome.
Sincerely,
[redacted]
We have had several people out of office over Holiday . We apologize for that . We will resolve your issue immediately one way or another and are calling city today to figure out the best way to proceed . We will contact [redacted] out of office and make sure you talk with him today and know exactly what...
is going on. We will also apply a discount to your bill for withdrawing any by compaints as they do hurt us immensely even when justified .
We have no issues resolving the customers complaint. We have already contacted the homeowner to schedule the necessary repairs. The salesman that promised to make the repairs "in the spring" (when the weather is more favorable for painting) no longer works for [redacted] [redacted]....
It would have been nice if the homeowner had contacted the office or myself the owner, via the numbers and emails he has used in the past to get this matter resolved. However that didn't happen, the homeowner instead decided to go straight to the Revdex.com. We honor our project managers promises- sometimes we just need a reminder, especially when they no longer work for the company. [redacted]Owner, [redacted] [redacted]
Complaint: [redacted] I am rejecting this response because: It is a step in the right direction Subsequently, [redacted] (project mgr) has called several times with updates He has been working toward a solution by contacting the inspector, and then contacting the cedar shake manufacturer to obtain written approval of the way the shake installation was made If manufacturer approves, the inspector will pass the job performedTherefore, I am awaiting the outcome Sincerely, [redacted]
Initial Business Response /* (1000, 6, 2015/11/04) */
This complaint was filed by the owner wife , whom my salesman nor any representative from our company has previously communicated withAll prior conversations were with husbandNo one had called the office number which is written at the top
of the contract on his contract but rather was calling the salesmanWhen the issues with the gutters not being installed were brought to my attention (office) via this complaint- we had them installed within a few daysWe also scheduled the final inspection with the inspector- the homeowner desired to be at that inspection and it is set for tomorrow the 5th
Regarding his invoice- The day we got the Revdex.com complaint I also spoke with the insurance companies adjusterThe homeowner desired us to do all the work- roof gutters fence paint- and also cover their deductible- which their insurance agent and my salesman had previously explained is illegal They could choose to use the money from the fence to cover their deductible as they were going to do that work so the insurance would pay them for thatThe insurance adjuster called them and informed them of this and that they either have to pay their deductible or not have us do the fenceAll questions are resolved with the invoice
As far as the broken items- I have offered the homeowner $off of his final invoice- He says we broke three solar lights and a lockThe insurance company paid for three solar lights so I find it hard to believe that we broke the exact same number of lightsBut either way we are trying to put this customer behind us
Had the homeowners contacted our office we could have gotten his gutters fixed and explained to him the billing issuesThis customer seems very happy when we last spoke earlier todayHe was going to talking to his wife to see about reversing this dispute
*** ***
Owner, Capital Roofing & Restoration
Initial Business Response /* (1000, 11, 2015/11/03) */
I find *** response and Revdex.com complaint unjustifiableYes *** did pay us for a new roof- the cost was $7,paid via two checksShe contracted us to replace her flat roof over her garage- she was insistent in having us install a TPO
roof- Commercial White Waterproof productThis product can be used as a pool liner and hold water for yearsYes there was a leak in one of the seams- that we immediately fixed, the roof is over an unfinished garage so no damage was causedYes the City of *** came out and passed our inspection for the roofAfter a subsequent storm she complained about water pooling near her doorwayThis was because her roof was so flat that we had to form a diamond shaped ridge in the center of the roofAlso her doorway for a second story door is level with this roof- there is no curb to divert the water away so a small cricket or peak/ curb was formed at the doorwayThis call occurred the day I returned from my honeymoon and to have *** call me 5-times in a row yelling at me to come out and inspect the roof Immediately rubbed me the wrong wayShe was worried someone would get west nile virus from the standing water or slip on the puddle- I had previously explained to her that the TPO product she selected was very slipperyThere were no leaks and *** was unable to provide pictures of the issue( she called many times for me to try and teach her how to use her phone)I attempted to schedule a time to inspect it and didn't feel it was an emergency as there was no leak*** call the city inspector and had him come back outUpon her presumed pleading with them they said the drainage had to be corrected- this is a commercial product built for standing and pooling water
In an effort to appease this customer we offered to replace the entire roof with a new roofing system and a different product that wasn't slipperyWe could have patched and repaired her existing TPO product (as we were contracted to install this type of roof) but we were going above and beyond so we wouldn't have to deal with this customer every again in the future
I asked *** to sign a revision to the contract so I wouldn't have to change things or refund here any money as she was now getting a different productShe refused
Capital Roofing then installed a new roof building a inch curb at her door way and pitching all the water away from the houseWe added 2x6's that tapered to inches rafters to create a slopeand all new plywood deckingWe installed Modified bitman roofing- we installed everything perfectlyThe initial contract nor the modified contract stated anything about gutters or the door being cut down to fit (the roof was raised inches so obviously the door had to be taken off the hingeThis was not something that she paid for or was in any of the contractsWe installed gutters along the other side of her house _ FREE OF CHARGE
*** wanted to door and edging of the roof fixed by the 9th of oct or she was going to contact you
I had sent one of my installers and called *** to let her know that Martin was coming to cut down and install the outer screen/security door*** was told by *** or one of the other adults that live at her house that he could not bring the door through the house and onto the second story roofI find it ridiculous to expect this installer to get the door from the back yard and carry it up a ladder to the second story and hoist it over a ft metal railing on the second storyWe were trying to get things done to meet with her time line and she wouldn't allow themShe had her husband set the door up but it obviously took my installer sometime to reschedule to come out there- he didn't want to go back and deal with someone yelling at himThe craziest thing was that *** was willing to leave the upper house door unlocked (there was two doors we were replacing the outer screen/ patio door)So she wouldn't let someone carry a door through her house but was willing to open the interior door
We also had to trim the edge of the flat roof material away from the drip edge which isn't a big deal- But *** told the installer- *** who she knew well to come back the following dayThe issue wasn't that he couldn't cut back the material it was that she was instant on him tacking it down with termination bar which was unnecessary and a further $expense
We were not able to complete the repairs in the time allotted because she kept turning my installer away
So in the end I have spent over $10,to appease this customer so I have spent $3,extra above her contractI have tried to comply with all of her demands but some of these things take longer than homeowners expectAlso the homeowner was unwilling to compromise on the additional costs of the gutters, door, termination bar or even the excessive sloping
Furthermore I had to be selective with my crews in an effort to limit my costs and risksThis homeowner was unwilling to sign the change order when she switched the roof type, and as you recall I elected to do so to appease herIn the end I learned that I should have stuck with the initial contract, and just repaired the TPO- the product that she chose and paid forIt angers me that this customer is complaining to the Revdex.com for something that was actually provided to her free of chargeI take pride in my companies reputation and no complaint Revdex.com Status and hope that this is resolved or stricken from my record
*** ***
Owner, Capital Roofing and Restoration
XXX XXX-XXXX
Initial Consumer Rebuttal /* (3000, 13, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** with Capital roofing is one company I will never go to again nor refer as I will never forget the one year heart ache and torture he put me throughI reject part of his responses because of his dishonestyHe took my patience through this project for cowardice and when I mentioned Revdex.com, he sprung into some action at timesA two day project lasted one year and he was previously never on site but passed on jobs from one hand to anotherThe bank who referred him to me has long apologized and learnt their lesson of him tooNow that *** stuck with me to complete the work irrespective of what *** thought, I am pleased with *** end result and approach and can consider this project overTo *** I say please be honest in the future with other customers and I hope never to work with anyone out there like youYou have caused me unhealing pain from this projectI am glad this is over and thank you Revdex.com because if not of your intervention *** would not have responded*** cares about his reputation than he cares for the customers or consumers, but I am glad I donot have to deal with him after this.***
Final Business Response /* (4000, 19, 2015/12/18) */
Based on ***'s responses on 11/11/where she stated " I am pleased with *** end result and approach and can consider this project over." and "I am glad this is over and thank you Revdex.com because if not of your intervention *** would not have responded*** cares about his reputation than he cares for the customers or consumers, but I am glad I don't have to deal with him after this."
These statements were made a month after all work on the roof and door were completeSo it is my understanding that all work is done and signed off on this projectWe will not be doing any additional work to her house
All of the roof edges are sealed to meet or exceed codeOn 10/14/the permit permit was approved by the City of *** permit number XX-XXXXtheir phone number is XXX XXX-XXXX
I am considering all of this job complete and the customer satisfiedCapital will not be doing any further work as we have completed our obligations and the customer stated her satisfaction
*** ***
Owner
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, as long as the remaining issues are satisfactorily resolvedI will withdraw the complaint when the deck is re-done, the peeling of the garage doors is resolved, the bent gutter is replaced
Sincerely,
*** ***
Complaint: [redacted]
I am rejecting this response because: It is a step in the right direction. Subsequently, [redacted] (project mgr) has called several times with updates. He has been working toward a solution by contacting the inspector, and then contacting the cedar shake manufacturer to obtain written approval of the way the shake installation was made. If manufacturer approves, the inspector will pass the job performed. Therefore, I am awaiting the outcome.
Sincerely,
[redacted]
We are currently working on this with the home owner, city and manufacture. This should be resolved with in a week.
We have had several people out of office over Holiday . We apologize for that . We will resolve your issue immediately one way or another and are calling city today to figure out the best way to proceed . We will contact [redacted] out of office and make sure you talk with him today and know exactly what...
is going on. We will also apply a discount to your bill for withdrawing any by compaints as they do hurt us immensely even when justified .
We have no issues resolving the customers complaint. We have already contacted the homeowner to schedule the necessary repairs. The salesman that promised to make the repairs "in the spring" (when the weather is more favorable for painting) no longer works for [redacted] [redacted]....
It would have been nice if the homeowner had contacted the office or myself the owner, via the numbers and emails he has used in the past to get this matter resolved. However that didn't happen, the homeowner instead decided to go straight to the Revdex.com. We honor our project managers promises- sometimes we just need a reminder, especially when they no longer work for the company. [redacted]Owner, [redacted] [redacted]