Done Right Roofing

Poor job, very slow , smoked cigarettes and always had to run to get stuff for the job .Was on the phone constantly.Not neat in appearance or very professional.Would not recommend

This company refused to honor the initial price quote they gave me, and then did not honor the scheduled appointment.I was given a quote of $150 for a roof inspection, and after scheduling the inspection, I received a call saying that the quote was only for a verbal inspection, but a written inspection -which is what I needed- would actually be $100 more than what I was quoted. I called to ask that they honor the quote, but they refused.As I was in a bind, I kept the scheduled appointment and agreed to the inflated price. I spoke with the "office manager" the day before the appointment (10/15), and the time was confirmed - between 10 and 11am. At 9:20am on 10/16 (the day of the appointment), after taking the morning off of work for this appointment, I received a call saying that they were running "very late" and would not be able to get to my appointment for "hours." Apparently, rather than honoring the appointment they scheduled with me, they scheduled other appointments and chose not to let me know until 40 minutes before they were supposed to be here. When I spoke to the [redacted], [redacted], he just gave me excuse after excuse, rather than trying to find a solution, and in the end, he was extremely rude and disrespectful. I have never experienced this level of rudeness and disrespect from a service provider, much less the owner of the company itself. Not only did they not honor the quote I was originally given, they refused to honor their actual scheduled appointment, and just wasted my time and made me miss work.Desired SettlementI want an apology and acknowledgement that they handled this situation poorly, and should have honored both the original quote and the scheduled appointment time.Business Response October 30, 2013Revdex.com6 Park Avenue, SuiteWorcester, MA XXXXXRE: Case # XXXXXX Ms. [redacted]Ms. [redacted], Unit 1Waltham, Massachusetts XXXXXDear Mrs. PriceThis is in response to the complaint letter dated October 17, 2013, for the above reference customer interaction. On October 10th, 2013 we received a call from the aunt of Ms. [redacted]. She was inquiring about a roof inspection on her niece's roof. The office staff explained the process and the cost of a verbal inspection. She requested us to go forward and speak to her niece set up a time and that she will fund the inspection. At this point a job order was created. At the same time Ms. [redacted] was contacted and a voice mail was left. On October 11, 2013 a return phone call was made and inspection was set for 10/16/13 at 10:00am for an inspection of the roof. Ms. [redacted] also informed us this was for insurance purposes.At this point, all scheduled jobs were brought into scheduling and were reviewed. We needed to clarify what type of inspection needed to be done. We offer two types; written and verbal. Within minutes of the original conversation a call was placed to Ms. [redacted] for clarification. A detailed voice mail was left on Ms. [redacted]'s voice mail that she will need a written inspection for insurance purposes which costs an additional $100.00.Verbal inspection is an inspection in which we go on the roof and look at its condition. We then provide verbal information to the home owner for a cost of $150.00. This cost is collected at the time of the inspection. A written inspection cost $250.00 because there is more time involved and is more entailed. A report is drawn up to include all issues including photos to homeowner. 10/15/13 job was pulled due to no response from homeowner. 10/15/13 at 4:45pm, please note 5 days from original phone call, minutes from the office closing, and the evening prior to original job date, Ms. [redacted] called. She stated that she agrees to the written inspection terms. At this time the homeowner was not pleased with the pricing, but was willing to pay the amount for a written inspection. The homeowner was very argumentative and extremely rude. She was arguing about pricing but still agreed to it. On October 16, 2013, morning. Mr. [redacted], the owner, was alerted Ms. [redacted] was OK with the written inspection. Since the schedule was already set for that day, Mr [redacted] needed to see how he could accommodate her. He was able to rearrange it so we could be at Ms. [redacted]'s property late morning, rather then mid morning. This is only a few hours difference. We then called to explain to her the delay and once again she was very rude, yelling and demeaning. Due to her speaking to our office staff and the nature of the conversation, the call was transferred to the owner of the company Mr. [redacted]. Mr. [redacted] started to speak to Ms. [redacted] to explain and resolve the issue. We were able to shift our schedule and be to her home within hours . Please keep in mind this is the height of our season and for us to move our schedule is extremely difficult, but we were doing it. Apparently, this solution was not good enough and she continued to be very argumentative. Even though she agreed to the $250.00 price the day prior, she insisted that we remove the $100.00 difference in the cost of a verbal and written inspection from our employees' check. Mr. [redacted] did not agree and expressed this was outrageous and not right. Ms. [redacted] did not want to hear anything more and became very irate, rude, and verbally abusive. At this point, Mr. [redacted] did all that he could do to calm the situation and did not need to be spoken to like that. He said to her if things do not start off well, they usually do not end well. So he suggested she might be better off with another contractor. She then proceeded to tell Mr. [redacted] "go [redacted] yourself" before hanging up the phone. Within minutes we received a negative response on Face Book and a report from the Revdex.com. In closing, an inspection call came in and the job order needed clarification 5 days prior the inspection. Due to the lack of communication on Ms. [redacted]'s behalf, the job was pulled. We feel that we acted in a professional and courteous way to meet Ms. [redacted]'s needs and resolve her issues. But in return we were verbally abused and insulted; therefore we do not owe her an apology but would be willing to accept one.Sincerely,[redacted]Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The message left on my voicemail on Friday, 10/11/13, was left in the afternoon, during a time when I could not get back to them. Saturday and Sunday are non-business days, and Monday, 10/14/13, was a holiday (also a non-business day.) I returned the call on Tuesday, the next possible business, and while I was upset about the price increase (this felt like a total bait-and-switch), I agreed to it, and the appointment was confirmed.As for the claims that Mr. [redacted] tried to resolve things amicably, I find that laughable. He never once said anything other than, "we can try to find time for this." No one actually suggested any other time. Nor did anyone apologize for changing my scheduled appointment. At no point in the original voicemail did they say I needed to respond within a certain amount of time, or my appointment would be canceled. And as it's a business, I called them back on the next available business day. Rather than apologize for canceling my appointment without my knowledge, they placed the blame on me, which I found absurd. It was not "5 days" as they claim, but rather the next business day.And for them to claim that I "insist that they remove the $100.00 difference...from our employees' check" is an absolute lie. What I said was that I still felt it was wrong that they not honor the original quoted price, and Mr. [redacted] then explained that it was a mistake made by a new employee, and that he (Mr. [redacted]) wasn't going to lose money on this. I replied that it wasn't my fault that the new employee made a mistake, and if he was so worried about not losing money, he should take the difference out of the employee's paycheck.I never "insisted" on anything. I am, however, insisting that at this point, that businesses should not be allowed to get away with treated customers like this.Yes, I did get upset and I ended the conversation with "go [redacted] yourself" and hanging up the phone. But that was well after being given a quote that was then increased after the fact, and having my scheduled appointment canceled without my consent or any previous knowledge. I admit that I was angry, but this company was in the wrong from the moment they raised the price after scheduling the appointment. As I told them, it's not my fault that their new employee made a mistake. It's the fault of whomever failed to train said employee properly.I'm more than happy to apologize for losing my temper, but that does not give them the right to treat me the way they did, and I still want an apology from them.Final Business Response Dear Ms. Price,As stated in our previous response, we feel we have done all that we could to accommodate Ms. [redacted]. Because of her verbally abusive behavior, we were unable to resolve the situation. We will not issue an apology to anyone who is rude and verbally abusive to our staff. Unfortunately, Ms. [redacted] has created this problem, not us. We feel that her only intentions at this point is for further harassment and slander of our company. Sincerely,[redacted]