D Hughes Company

A few things about this job
I have responded to call and concerns the customer had about the work
Original mistake of not cutting in the ridge vent was brought to our attention and we admitted and fixed the problem the same day we met. We also were waiting to install skylights
ordered and installed them the same day we fixed our mistake. We had not done a final walkthrough of the job yet, admittedly we probably would not have caught the ridge vent mistake. We have changed our practice on this
Fan Duct Problem: We received a phone call from the owner of the property, we returned the phone call within an hour of original call. We discussed with the owner a time to meet after the holiday. In which the owner implied would be to long to wait. We scheduled for Friday at 9am. Within or days of the phone call
Homeowner stated her fiancé's name to help remember the job. I said, "Yes I know who you are you gave us a bad review on yelp and the fiancé thinks we are horrible people even though we admitted and fixed our mistake. Within in a few hours after this phone call we received a Revdex.com complaint. At the time of the Revdex.com complaint we have returned the phone call and scheduled the time to look at the job to see what the problem is. At the time of the Revdex.com complaint we had not had a chance to look at the job and make a determination of our fault or not within in the scheduled time agreed upon by the homeowner and us
THE Fan Duct: Met with the homeowner and asked where the fiancé was, homeowner said he couldn't make it. We looked into the attic and saw no signs of mildew or moisture problem. We found a non insulated and non ridgid fan duct disconnected to the roof vent and laying on the ground and what looked to be a newer bathroom fan. I stated to the home owner this was the improper ducting and she needed an HVAC company to install the ductWe are not an HVAC company and this is not our work, she agreed it was the wrong vent duct and acknowledged it's an HVAC problem. The vent was torn apart and the screws and duct tape that were used to connect existing duct were pulled apart by someone else. I told the homeowner the roof vent is installed correctly and she needed an HVAC company to do the work, we will not be doing the work. The conversation got heated between homeowner and I since I wouldn't be doing the work and she was going to litigate it with us. I pointed out I have responded to questions and concerns of our work and I received a Revdex.com complaint without even having a chance to look at the problem at the agreed upon time. I told the homeowner the attic insulation and hvac work will need to be done by another company as we are a roofing company and the the roof venting is installed correctly

Complaint: ***I am rejecting this response because:
Roof vent: Yes the issue was fixed promptly after I notified the ownerMy concern is that the mistake should not have been madeAs stated by the owner, they are a roofing company, clearly they should know that it is required to cut a vent in the roof before installing a vent cap over the cut vent in the roofI should not have been the one to point this out to the owner, but yes they did fix it
Bathroom vent: The fan is not new, it was the same one from when the roofing job was doneThe ducting is also the same as when the roofing job was doneThe exhaust in the roof is supposedly new (since that was specified in the roofing contract)The complaint is that the original ducting did not fit the new exhaustThe size of the duct was larger than the connection to the exhaustWhen attaching the fan duct to the exhaust the roofer simply nailed the duct to one side of the exhaust and duct taped onBecause of the poor installation when we went up to improve the ducting for other purposes, when we took it off we found mold in the duct and on the inside of the roof along with moisture around the ductIf this is not the job of the roofer to properly install the ducting to the new exhaust they just installed, then it is at least their job to notify me to get it properly installed, instead of patching it up improperlyThis was negligent business behavior
I do not care for how the owner is handling this complaintThe owner apparently got irate after the complaint and refused to be reasonable simply because I had made this official complaintI do not wish to work with this company ever again and will continue to advise others to avoid them

I would like to point out a few things the homeowner agrees we did.
1. Anytime the homeowner or fiance' had a concern of the roof.  We called back promptly and met with them and addressed their concerns.
    A. D. Hughes Roofing made a mistake and before the final walkthrough the homeowner asked about it.  We acknowledged our mistake and corrected the mistake.  If we did not correct the mistake we have a warranty that would cover the mistake.  I wish we could be mistake free in our business but if we are not we have a warranty and respond promptly to homeowner concerns.  As we did with this homeowner.
2. Homeowner acknowledges we showed up and installed the roof in a timely manner, installed the roof in a professional manner, admitted and fixed our mistake and addressed a second concern in which the homeowner admits is improper ducting and not the responsibility of the roofing contractor.
The two concerns the homeowner and fiance' have are.
1. The ridge vent was not installed correctly:  Again, we made a mistake acknowledged our mistake and fixed it promptly.  Again the homeowner was in the attic looking at the work before we were finished with our walkthrough.  We acknowledged this was a rare mistake and probably wouldn't have caught in our walkthrough and have since changed our practice.
 
2. The Fan Duct: Homeowner called and we responded promptly and reworked our schedule over the holiday week to meet the homeowner needs.
   A. Before we met on the scheduled day to look at the concerns the Fiance' filed a complaint.  I feel you have concern and we schedule a time to address the concern the complaint should not be filed until after the scheduled meeting time.  Give us a chance to address the concern before you complain.
   B. The ducting was installed to our new flapper vent with screws and duct tape.  Mechanically attached and taped even the owner acknowledges this, we would charge extra to install new duct work.  As I can tell in our email chains we explained the extra charge for new duct work and homeowner did not respond with a yes or no.  We assume they will handle the work themselves.
3. Working with the customer:  The customer has given us a bad review and a complaint on Revdex.com, again we feel we have responded promptly and addressed concerns quickly.
      A. Contractor became Irate and doesn't want to cooperate with us after this complaint:
   After the homeowner raised her voice and accused us of threatening them over the phone.  I said the bad reviews cost us future jobs and that I have answered and addressed every concern on this roof with them.  The homeowner stated she didn't agree with her fiancé' 2 star review on yelp or Revdex.com complaint before we had a meeting.  The homeowner asked why I didn't respond to the yelp review.  I state I have learned I can't get into electronic disputes with customers and find good resolve.  Her fiance' has already made up his mind that we didn't do a good job and I can't change that over public electronic communication.
     B. Contractor doesn't want to cooperate with customer:  Correct, I don't want to do any future work with the customer.  Sometimes clients and contractors don't work well with each other.  As a contractor that has done around a thousand jobs with clients, you learn sometime you can reason with customers once they have made up their mind about you.