Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] What a jokeThat sales person was not explaining the differeceHe out right said they were in jail and would come back and rob my homeHe said the one was in jail and the work would be done wrong not knowing the company was rated A plus by Revdex.comas it turn out the company I used a Revdex.com A plus rating company did the job for half of the priceanyone that use this company should think twice I am in sales I'm letting everyone know what a joke your company isI think your Grandfather would turn over in his grave if he heard this joker sales pitchBy the wat his name was [redacted] [redacted]
As far as the business protocol of other companies, we cannot comment about how they choose to operateFor us, we follow the recommendations of consumer advocacy groups like the Revdex.com.Such recommendations include offering references, having proper insurance and licenses, and giving detailed specifications, etc., as well as having all interested parties available at the time of the estimateWe do offer a lot of options and flexibility to accommodate busy customer schedulesFollowing the recommendation of all interested parties being present results in happier customers, and fewer misunderstandings, because everyone is there for all of the discussions, and decisionsThat's our goal, not just to have customers, but to have happy ones.Mr [redacted] has taking exception to this position, and we respect his right to do so We, however, need to consider the likely result of the lack of good and complete communication at this important early stage of the process In the past, we have not always kept this commitment, and have had unhappy customers as a resultThis being true, we have worked hard at doing this part right Our consultant may not have done a good enough job explaining the 'why' we ask for all interested parties to be present and he could have measured first before asking if all were, and then if not, have rescheduledSo for these, we do apologize, and have spoken with our representative, to prevent this situation in the future We wish Mr [redacted] well, and hope the best for him Please advise us of any recommendations you may have in this situation Thank you for your consideration
In reviewing our Revdex.com file, and the complaint number [redacted] (filed 12/16/by Mr [redacted] ***), please be advised that since your file closed, we have met with Mr***, refunded money, and believe that this matter has now been resolved to the customer’s satisfaction Can you reach out to him to confirm this, and if so, change the status of this complaint? Please adviseThank you Julie [redacted] William CRott & Son, Inc
Our consultant was out on 4/15/to meet with the ***’s and sold them a roof Their existing roof had some minor blow off damage at that timeThe ***’s signed a contract with us at that time with many upgrades, including a new ridgevent system, Super ice shield, an up graded shingle and an upgraded valley system They were both told at that time that the insurance company would not pay for upgrades They were also given lower price options, but wanted our premium roofing system The insurance company was provided with copies of the contract on 5/27/ The customers were called multiple times by phone and invoices were supplied at the beginning of the job, when it was completed and again in October, five months after the job was completed On October 22, Mr [redacted] contacted our office and immediately began a profane tirade He was hung up on He then called back, swore profanely at our receptionist, swore again profanely at a manager and hung up again The very next day, Mrs [redacted] called in, made a final payment in full, was gracious and asked that if we got more money from the insurance company, could we reimburse her Insurance companies pay the owners, not the contractor While we appreciate that Mrs [redacted] was gracious when she called, and made the final payment, her follrequest for reimbursement if we got any money from the insurance company directly, suggests they seem confused on the whole process with insurance companies It seems they still don't seem clear that Insurance companies do not cover everything, all the time We do feel, that we did what we agreed to and we certainly can't force the insurance companies and to do more then a policy will cover It is never our position to guarantee what an Insurance company will, or will not do If there was ever any question as to the need for an insurance company to cover the financial aspect of the job, we will set it up subject to insurance companies approving the amountThere was no such stipulation in this contractAnd certainly no guarantees that we would get any certain amount of money from the insurance company for the customer We appreciate the chance to respondPlease let us know if you have any recommendations in this case Sincerely, Steven R [redacted] General Manager
We love WmCRott & Sons...In 2013, they installed gutters on our recently purchased home...a grown man could literally do pull-ups on them...but...they were no match for "Snowvember" The gutters got bent from the weight of the snowOur original salesperson returned and estimated the damageThe estimate came within $of the insurance adjuster's priceThey promptly replaced the guttersI have heard that their estimates are on the "high end", but their work is superb...I will continue to use them for our outside house repairs
The original sales person could not say enough about the rubber roof which was installed by your company Since the roof was put on, the company has been back to resolve water problems that have occurred with the roof three separate times The latest problem was the roof leaking through the ceiling of the patio room where the roof is installedThe gentleman who came out and inspected the roof, Doug, pointed out to me that flashing was not properly installed between the new roof and the existing house roof Since then I am now told it is not your company's problem Same old story, great sales pitch but after the money is paid, it's a different story I am very displeased, to say the least, would never hire your company again nor recommend your company to anyone Bad business practice to not stand behind your product and also to ignore the situation
I had reached out to Mrs*** on 7/7/14. She explained the situation in brief. I explained I had not heard of it until the Revdex.com complaint as trim work is not my direct department. She said she had sent a letter. I did not
personally receive it. She said
*** was suppose to come out but never did.
I said it appeared that we dropped the ball and I apologized. I explained that, as I understood the situation from our installer who did the work, there were problems with the existing siding that was problematic for tying into, and we anticipated our salesperson addressing that with Ms***. I said normally the additional work would have cost more, but due to our having dropped the ball so badly in communications, we would take care of it with no thought to additional costs. She said they (she and her son) applied to a court case regarding this, and the Son is very upset and I’d have to talk with him. I left my cell phone number to be reached by him, or by Mrs***, to talk over whether we would be allowed to do the additional work needed. To date, 7/14/I have not received a call back. I have called this morning again (twice) and the phone just rang and rang and then stopped. No message option.
I delayed sending this response in hopes of having a plan for resolution
We remain ready to resolve this in the customers’ best interest and hope for an opportunity to do that. It is always our focus to take care of customers properly. Our efforts to avoid difficulties from falling through the cracks, like this, will be strengthened
Sincerely,
*** * ***
General Manager
In response to the customer’s statement of the problem: One employee did indeed show up to install the window, but another one was on the way. Our employee did not approach the homeowner for help, the homeowner offered it to move the job on quicker and they
were rebated $for the brief assistanceWhen taking apart windows that are plus years old, the trim is sometimes damaged. A bead of caulk was used to seal the window to the casing, but hardly excessiveAfter many attempts to contact the customer, they finally spoke with our Operations person, who did offer to settle for $1000.00, a reduction of another $However, despite numerous calls and delinquent letters, the customer failed to payDespite the claim of a March payment, our records indicate that we received the $check in August. By that time, after warnings of collections, a firm had been hired to collect the entire amount of $plus $in interest. The interest is the add on amount in question. As a result of having to go to the collection agency we are out one third of what was owedWhen the customer failed to respond we took this step, not knowing what else to do This is a loss for us. To address the customer’s desired settlement that the credit reporting be removed: It can be, and, we are willing even at this late date to split the remaining bill of $to help resolve this and get that done Please advise us. Steve Rott General Manager
The following is a response to the complaint of *** *** of Depew, NYHopefully we can provide some clarity, explain what we know, and own our failures
black;">Regarding the window start date; it would have been extremely imprudent to have set the window to be completed by the end of October for a few reasonsFirst; because the date the contract was signed was October 15th, and we have to honor the three day rescission option, we could not have begun the process, until October 20, (because of the weekend- non business days)Then we would need to set up an appointment for a final measure, with our production manager, as it is a custom built, custom sized product. My guess is, our sales person said he would have our production manager contact them by the end of October. I say this because once measured, we send in the info to our manufacturer, and then get an acknowledgement, which we have to confirm, and then it's a to week turnaround from that time to have it made, and delivered to usIn addition to that, all our products, had an estimated lead time to install of at least three months, (as in we had three month backlog). That is consistent with the estimated start and completion dates on the contract of 1/13/16, to 1/31/16. There is no reference to some earlier dates anywhere on the signed contract that the customer has. While it is clear that we did not communicate well enough on this point, we are not in the habit of setting ourselves up for failure on purpose, regarding start dates, and have safeguards in place to try and avoid this, like the dates on the contractAlso at our re-measure we can usually find any gaps in understandingObviously we need to be more diligent on being clear and shall press on, to be soAs the year was coming to a close, we were recognizing that our jobs were running behind about a month, because of jobs expanding in progress, along with some weather delays. Seeing this reality, we reached out, a month ahead of the scheduled dates, to let people know of impending delays, and ask if there were any issues we could help them withA letter, or postcard, we have found, has a better chance of making contact with them, than just phone calls, so we took that step. We were also making follcallsThis customer called, reacting before we called them, which was what we hoped if there were issuesWe at that point, at no extra cost, and a month before the original contract job start dates, sent one of our people out to tarp the area. A high wind loosened this, and we secured it again which took care of it until we got there to do the workAs we explained to our customer, we were running a month behind, and did get the work done by the end of February, first week in MarchWe did do the additional work on the siding at no additional cost, (and we had not gotten this complaint until now, long after we did the job)There was some time conflict issues with our window job set up unfortunately. Apparently when our man reached out and left a message as to options for days to get the work done, the customer called in and talked to our secretary but that message was not seen by our production manager. An uncommon breakdown that we apologized for and do so now again. When we realized our mistake we pulled our man off another situation and got him over there that same day
While this kind of miss is untypical for a window appointment, we will dig deeper into how this happened, to strengthen this connection. Again, we're sorry for that lapseIn conclusion, the contract does show only one set of scheduled dates, consistent with our schedule at the time, but the customer was obviously left unclear as to when the window work would be done and that is always our responsibility to make sure there is clarity on all points. I’m guessing when things were talked about we said measure, but the customer only heard we’d be out for the window by end of October. Regarding the roof, we do feel we were proactive, sending out a letter a month before being late, and doing a temporary repair at no extra cost. The tarp was asked for a full month before our first proposed dates for the roofWe work hard never to have problems with customers, and feel we did try hard to do the right things to take care of this customer even when we had a mix ups, albeit we understand the customer’s frustration on our communicationThe job is complete now, with an afor bad wood and an unvented bath fanThis missing vent was the cause of rot and mold that we foundWe have a call out to this customer to install a screen at this timePlease advise us as to any recommendations you would have regarding this situationThank you for your help and considerationSincerely Steven J Rott President William C Rott & Son Inc
I was out of town when this came in Sorry for the delay.Re: *** ***
I have discussed this situation with the people involved. I found we did have to reset the appointment due to scheduling conflicts. It is not usual,
but sometimes happens
As to the discussions at the time of presentation, our sales representatives will talk about the differences between our company and other companies’ business practices. It is typically done in a very general but accurate sense. The decisions each contractor makes will affect the quality of the job as well as the cost. The people that do the work are a primary difference in whether you actually get the job promised by any salesperson. It is a difficult balance to strike, explaining these realities without sounding like we are putting other companies down.
The truth is, like anything you buy, there are different levels of quality. The price will usually vary with these differences. Whether it’s a car, a stereo or a roof, the old axiom is still true, “you get what you pay for” The problem with roofing is you can’t test drive it and you don’t know what’s needed to accomplish success as, a roof is not an everyday purchase
So, as someone who plays by the rules, using our own employees, we need to explain the differences, ‘that make the difference’ in the job: quality and security. We do need to do this in a respectful, careful way. It seems clear we failed to be careful enough in this case. We tale responsibility and apologize for that lackingWe will revisit this issue with all our people to ensure we find the proper respectful balance, while still communicating what the differences are
Thanks for your consideration
*** * ***
General Manager
Excellent company to do business with, very professional Replaced our roof after the November snow storm, it was a major job and they worked in horrible conditions Mr Rott himself worked along with his men A year after the job was done Mr Rott came out to inspect the roof and see if we had any problems I would highly recommend this company!
This company replaced the roof, redid Yankee gutters and replaced metal gutters. They did a superior job, the crew was polite, professional and did a really great job. They removed debris completely on a daily basis and the crew leader went out of his way to keep me informed.
I reached out to this customer yesterday (9/28/15), and left a message with my
cell phone number. A previous message was also left on 9/14/15, returning the customer’s call. The customer’s contract is dated August
7, 2015 and the estimated start dates, written on...
the contract, are October 7,
2015 to November 7, 2015. According to those, we are not late. At this point,
we are willing to either do the work, or cancel the contract and refund the
customer’s money, whichever the customer would prefer.
Sincerely,
Steven R
General Manager
Regarding work done for [redacted] at [redacted] To be accurate, first off; we did the area
the leak we intended to address was in, and had set up the work...
for that. We installed Iceshield to an upper section,
above the leak area, and new flashing down on a lower section right above the
leak. The leak did not show back up for over a half
year after we originally did the work. When it did show up as a leak again, in
May of the following year, we had one of our guys come out and do a water test. He found the window areas seem to be the
remaining part of the problem. He sealed this also. It leaked again. On 11/6 of 2013 Steve R[redacted], myself, and one
of my workers came and did another in-depth water test, never getting it to
leak clearly. Through taking things apart at the siding and
windows, we did identify likely causes that only show up. We sealed these areas around the window and
siding and told the customer to let us know if it's still a problem. We told them the window and siding situation
will need to be resealed over the years until they replace them. We did some good for them with the work we
did originally, as it only Would leak intermittently after that, this showing
we had solved part of the problem with the work we did. We also came back and
spent extra time to identify remaining problems, and sealed that, resulting in
no leak for over another half of year.
We did all this, confirming the work we did was properly done, and sealing
off what was not included, at no charge. All repair work, as specified in our
contracts, are not warranted or guaranteed, as there are always sections we
aren't doing that could be part of the problem. As in this case, we still came out to assess
and even go beyond original scope of the job, to take care of people. Most
likely, the window and/or siding ceiling is in need of periodic resealing as we
told the customer in 2013. We know the work we did was to industry
standards and we know based on the bad work that existed before we came, and
the lessened problem after we did the work, that we did some good with the
original work we did. Our position is, we have already gone beyond
our written obligation and would also be willing to investigate the existing
leak, and give an assessment as to what's going on. Having seen the video the customer sent, with
a current leaking, I can say there is something new going on that wasn't going
on before.At no time, even with prolonged water test,
were we able to get this to leak at all, no less like what's happening now. We
would be interested in seeing what has happened in this area. A definite possibility is that they suffered
some damage from this past winter, or the 'November storm', as they are in that
affected area. I would be more than willing to examine the
current circumstance, if allowed to do so. There may be some structural issues
that they need to address, like so many others in that geographic area affected
by the November storm – i.e. – perhaps cracked or
compromised rafters. We will reach out to the customer, and offer
our services at this time. We believe we provided a proper service at
the time of our original job, even going beyond the original job scope; and
therefore do not feel a refund would be appropriate, or reasonable. Please let us know your thoughts on the
matter, or any questions that you have, or how we may be able to help. Respectfully, Steven J R[redacted], William C R[redacted] & Son Inc.
We love Wm. C. Rott & Sons...In 2013, they installed gutters on our recently purchased home...a grown man could literally do pull-ups on them...but...they were no match for "Snowvember". The gutters got bent from the weight of the snow. Our original salesperson returned and estimated the damage. The estimate came within $10 of the insurance adjuster's price. They promptly replaced the gutters. I have heard that their estimates are on the "high end", but their work is superb...I will continue to use them for our outside house repairs.
Our
consultant was out on 4/15/2015 to meet with the [redacted]’s and sold them a roof.
Their existing roof had some minor blow off damage at that time. The
[redacted]’s signed...
a contract with us at that time with many upgrades, including a
new ridgevent system, Super 5 ice shield, an up graded shingle and an
upgraded valley system. They were both told at that time that the
insurance company would not pay for upgrades. They were also given lower
price options, but wanted our premium roofing system. The insurance
company was provided with copies of the contract on 5/27/2015. The customers were called multiple times by phone and invoices were
supplied at the beginning of the job, when it was completed and again in
October, five months after the job was completed. On October 22, Mr.
[redacted] contacted our office and immediately began a profane tirade. He was
hung up on. He then called back, swore profanely at our receptionist,
swore again profanely at a manager and hung up again. The very next day, Mrs. [redacted] called in, made a final payment in full,
was gracious and asked that if we got more money from the insurance company,
could we reimburse her. Insurance companies pay the owners, not the
contractor. While we appreciate that Mrs. [redacted] was gracious when she
called, and made the final payment, her follow-up request for
reimbursement if we got any money from the insurance company directly, suggests
they seem confused on the whole process with insurance companies. It
seems they still don't seem clear that Insurance companies do not cover
everything, all the time. We do feel, that we did what we agreed to and
we certainly can't force the insurance companies and to do more then a policy
will cover. It is never our position to guarantee what an
Insurance company will, or will not do. If there was ever any
question as to the need for an insurance company to cover the financial aspect
of the job, we will set it up subject to insurance companies approving the
amount. There was no such stipulation in this contract. And certainly no
guarantees that we would get any certain amount of money from the insurance
company for the customer. We appreciate the chance
to respond. Please let us know if you
have any recommendations in this case. Sincerely, Steven R[redacted] General Manager
The customer signed a contract with us on July 31, 2015 for
minor repairs, venting and insulation.
The anticipated starting time was October 10, 2015. Due to inclement weather and expanding jobs
booked before the customer, we were running two to three weeks...
behind
schedule. The office never received any
calls from the customer that we could find. We reached out
to her and others to explain the delays.
When she objected to the time frame, her full deposit was returned to
her at that time.Thank you for the opportunity to respond,
Sincerely,
Robert W[redacted]
Business Development Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
What a joke. That sales person was not explaining the differece. He out right said they were in jail and would come back and rob my home. He said the one was in jail and the work would be done wrong not knowing the company was rated A plus by Revdex.com. as it turn out the company I used a Revdex.com A plus rating company did the job for half of the price. anyone that use this company should think twice . I am in sales I'm letting everyone know what a joke your company is. I think your Grandfather would turn over in his grave if he heard this joker sales pitch. By the wat his name was [redacted]
As far as the business protocol of other companies, we cannot comment about how they choose to operate. For us, we follow the recommendations of consumer advocacy groups like the Revdex.com.Such recommendations include offering references, having proper insurance and licenses, and...
giving detailed specifications, etc., as well as having all interested parties available at the time of the estimate. We do offer a lot of options and flexibility to accommodate busy customer schedules. Following the recommendation of all interested parties being present results in happier customers, and fewer misunderstandings, because everyone is there for all of the discussions, and decisions. That's our goal, not just to have customers, but to have happy ones.Mr. [redacted] has taking exception to this position, and we respect his right to do so. We, however, need to consider the likely result of the lack of good and complete communication at this important early stage of the process. In the past, we have not always kept this commitment, and have had unhappy customers as a result. This being true, we have worked hard at doing this part right. Our consultant may not have done a good enough job explaining the 'why' we ask for all interested parties to be present and he could have measured first before asking if all were, and then if not, have rescheduled. So for these, we do apologize, and have spoken with our representative, to prevent this situation in the future. We wish Mr. [redacted] well, and hope the best for him. Please advise us of any recommendations you may have in this situation. Thank you for your consideration.
In reviewing our Revdex.com file, and the complaint number [redacted] (filed 12/16/15 by Mr. [redacted]), please be advised that since your file closed, we have met with Mr. [redacted], refunded money, and believe that this matter has now been resolved to the customer’s satisfaction.
Can you reach out to him to confirm this, and if so, change the status of this complaint? Please advise. Thank you. Julie [redacted] William C. Rott & Son, Inc.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] What a jokeThat sales person was not explaining the differeceHe out right said they were in jail and would come back and rob my homeHe said the one was in jail and the work would be done wrong not knowing the company was rated A plus by Revdex.comas it turn out the company I used a Revdex.com A plus rating company did the job for half of the priceanyone that use this company should think twice I am in sales I'm letting everyone know what a joke your company isI think your Grandfather would turn over in his grave if he heard this joker sales pitchBy the wat his name was [redacted] [redacted]
As far as the business protocol of other companies, we cannot comment about how they choose to operateFor us, we follow the recommendations of consumer advocacy groups like the Revdex.com.Such recommendations include offering references, having proper insurance and licenses, and giving detailed specifications, etc., as well as having all interested parties available at the time of the estimateWe do offer a lot of options and flexibility to accommodate busy customer schedulesFollowing the recommendation of all interested parties being present results in happier customers, and fewer misunderstandings, because everyone is there for all of the discussions, and decisionsThat's our goal, not just to have customers, but to have happy ones.Mr [redacted] has taking exception to this position, and we respect his right to do so We, however, need to consider the likely result of the lack of good and complete communication at this important early stage of the process In the past, we have not always kept this commitment, and have had unhappy customers as a resultThis being true, we have worked hard at doing this part right Our consultant may not have done a good enough job explaining the 'why' we ask for all interested parties to be present and he could have measured first before asking if all were, and then if not, have rescheduledSo for these, we do apologize, and have spoken with our representative, to prevent this situation in the future We wish Mr [redacted] well, and hope the best for him Please advise us of any recommendations you may have in this situation Thank you for your consideration
In reviewing our Revdex.com file, and the complaint number [redacted] (filed 12/16/by Mr [redacted] ***), please be advised that since your file closed, we have met with Mr***, refunded money, and believe that this matter has now been resolved to the customer’s satisfaction Can you reach out to him to confirm this, and if so, change the status of this complaint? Please adviseThank you Julie [redacted] William CRott & Son, Inc
Our consultant was out on 4/15/to meet with the ***’s and sold them a roof Their existing roof had some minor blow off damage at that timeThe ***’s signed a contract with us at that time with many upgrades, including a new ridgevent system, Super ice shield, an up graded shingle and an upgraded valley system They were both told at that time that the insurance company would not pay for upgrades They were also given lower price options, but wanted our premium roofing system The insurance company was provided with copies of the contract on 5/27/ The customers were called multiple times by phone and invoices were supplied at the beginning of the job, when it was completed and again in October, five months after the job was completed On October 22, Mr [redacted] contacted our office and immediately began a profane tirade He was hung up on He then called back, swore profanely at our receptionist, swore again profanely at a manager and hung up again The very next day, Mrs [redacted] called in, made a final payment in full, was gracious and asked that if we got more money from the insurance company, could we reimburse her Insurance companies pay the owners, not the contractor While we appreciate that Mrs [redacted] was gracious when she called, and made the final payment, her follrequest for reimbursement if we got any money from the insurance company directly, suggests they seem confused on the whole process with insurance companies It seems they still don't seem clear that Insurance companies do not cover everything, all the time We do feel, that we did what we agreed to and we certainly can't force the insurance companies and to do more then a policy will cover It is never our position to guarantee what an Insurance company will, or will not do If there was ever any question as to the need for an insurance company to cover the financial aspect of the job, we will set it up subject to insurance companies approving the amountThere was no such stipulation in this contractAnd certainly no guarantees that we would get any certain amount of money from the insurance company for the customer We appreciate the chance to respondPlease let us know if you have any recommendations in this case Sincerely, Steven R [redacted] General Manager
We love WmCRott & Sons...In 2013, they installed gutters on our recently purchased home...a grown man could literally do pull-ups on them...but...they were no match for "Snowvember" The gutters got bent from the weight of the snowOur original salesperson returned and estimated the damageThe estimate came within $of the insurance adjuster's priceThey promptly replaced the guttersI have heard that their estimates are on the "high end", but their work is superb...I will continue to use them for our outside house repairs
The original sales person could not say enough about the rubber roof which was installed by your company Since the roof was put on, the company has been back to resolve water problems that have occurred with the roof three separate times The latest problem was the roof leaking through the ceiling of the patio room where the roof is installedThe gentleman who came out and inspected the roof, Doug, pointed out to me that flashing was not properly installed between the new roof and the existing house roof Since then I am now told it is not your company's problem Same old story, great sales pitch but after the money is paid, it's a different story I am very displeased, to say the least, would never hire your company again nor recommend your company to anyone Bad business practice to not stand behind your product and also to ignore the situation
I had reached out to Mrs*** on 7/7/14. She explained the situation in brief. I explained I had not heard of it until the Revdex.com complaint as trim work is not my direct department. She said she had sent a letter. I did not
personally receive it. She said
*** was suppose to come out but never did.
I said it appeared that we dropped the ball and I apologized. I explained that, as I understood the situation from our installer who did the work, there were problems with the existing siding that was problematic for tying into, and we anticipated our salesperson addressing that with Ms***. I said normally the additional work would have cost more, but due to our having dropped the ball so badly in communications, we would take care of it with no thought to additional costs. She said they (she and her son) applied to a court case regarding this, and the Son is very upset and I’d have to talk with him. I left my cell phone number to be reached by him, or by Mrs***, to talk over whether we would be allowed to do the additional work needed. To date, 7/14/I have not received a call back. I have called this morning again (twice) and the phone just rang and rang and then stopped. No message option.
I delayed sending this response in hopes of having a plan for resolution
We remain ready to resolve this in the customers’ best interest and hope for an opportunity to do that. It is always our focus to take care of customers properly. Our efforts to avoid difficulties from falling through the cracks, like this, will be strengthened
Sincerely,
*** * ***
General Manager
In response to the customer’s statement of the problem: One employee did indeed show up to install the window, but another one was on the way. Our employee did not approach the homeowner for help, the homeowner offered it to move the job on quicker and they
were rebated $for the brief assistanceWhen taking apart windows that are plus years old, the trim is sometimes damaged. A bead of caulk was used to seal the window to the casing, but hardly excessiveAfter many attempts to contact the customer, they finally spoke with our Operations person, who did offer to settle for $1000.00, a reduction of another $However, despite numerous calls and delinquent letters, the customer failed to payDespite the claim of a March payment, our records indicate that we received the $check in August. By that time, after warnings of collections, a firm had been hired to collect the entire amount of $plus $in interest. The interest is the add on amount in question. As a result of having to go to the collection agency we are out one third of what was owedWhen the customer failed to respond we took this step, not knowing what else to do This is a loss for us. To address the customer’s desired settlement that the credit reporting be removed: It can be, and, we are willing even at this late date to split the remaining bill of $to help resolve this and get that done Please advise us. Steve Rott General Manager
The following is a response to the complaint of *** *** of Depew, NYHopefully we can provide some clarity, explain what we know, and own our failures
black;">Regarding the window start date; it would have been extremely imprudent to have set the window to be completed by the end of October for a few reasonsFirst; because the date the contract was signed was October 15th, and we have to honor the three day rescission option, we could not have begun the process, until October 20, (because of the weekend- non business days)Then we would need to set up an appointment for a final measure, with our production manager, as it is a custom built, custom sized product. My guess is, our sales person said he would have our production manager contact them by the end of October. I say this because once measured, we send in the info to our manufacturer, and then get an acknowledgement, which we have to confirm, and then it's a to week turnaround from that time to have it made, and delivered to usIn addition to that, all our products, had an estimated lead time to install of at least three months, (as in we had three month backlog). That is consistent with the estimated start and completion dates on the contract of 1/13/16, to 1/31/16. There is no reference to some earlier dates anywhere on the signed contract that the customer has. While it is clear that we did not communicate well enough on this point, we are not in the habit of setting ourselves up for failure on purpose, regarding start dates, and have safeguards in place to try and avoid this, like the dates on the contractAlso at our re-measure we can usually find any gaps in understandingObviously we need to be more diligent on being clear and shall press on, to be soAs the year was coming to a close, we were recognizing that our jobs were running behind about a month, because of jobs expanding in progress, along with some weather delays. Seeing this reality, we reached out, a month ahead of the scheduled dates, to let people know of impending delays, and ask if there were any issues we could help them withA letter, or postcard, we have found, has a better chance of making contact with them, than just phone calls, so we took that step. We were also making follcallsThis customer called, reacting before we called them, which was what we hoped if there were issuesWe at that point, at no extra cost, and a month before the original contract job start dates, sent one of our people out to tarp the area. A high wind loosened this, and we secured it again which took care of it until we got there to do the workAs we explained to our customer, we were running a month behind, and did get the work done by the end of February, first week in MarchWe did do the additional work on the siding at no additional cost, (and we had not gotten this complaint until now, long after we did the job)There was some time conflict issues with our window job set up unfortunately. Apparently when our man reached out and left a message as to options for days to get the work done, the customer called in and talked to our secretary but that message was not seen by our production manager. An uncommon breakdown that we apologized for and do so now again. When we realized our mistake we pulled our man off another situation and got him over there that same day
While this kind of miss is untypical for a window appointment, we will dig deeper into how this happened, to strengthen this connection. Again, we're sorry for that lapseIn conclusion, the contract does show only one set of scheduled dates, consistent with our schedule at the time, but the customer was obviously left unclear as to when the window work would be done and that is always our responsibility to make sure there is clarity on all points. I’m guessing when things were talked about we said measure, but the customer only heard we’d be out for the window by end of October. Regarding the roof, we do feel we were proactive, sending out a letter a month before being late, and doing a temporary repair at no extra cost. The tarp was asked for a full month before our first proposed dates for the roofWe work hard never to have problems with customers, and feel we did try hard to do the right things to take care of this customer even when we had a mix ups, albeit we understand the customer’s frustration on our communicationThe job is complete now, with an afor bad wood and an unvented bath fanThis missing vent was the cause of rot and mold that we foundWe have a call out to this customer to install a screen at this timePlease advise us as to any recommendations you would have regarding this situationThank you for your help and considerationSincerely Steven J Rott President William C Rott & Son Inc
I was out of town when this came in Sorry for the delay.Re: *** ***
I have discussed this situation with the people involved. I found we did have to reset the appointment due to scheduling conflicts. It is not usual,
but sometimes happens
As to the discussions at the time of presentation, our sales representatives will talk about the differences between our company and other companies’ business practices. It is typically done in a very general but accurate sense. The decisions each contractor makes will affect the quality of the job as well as the cost. The people that do the work are a primary difference in whether you actually get the job promised by any salesperson. It is a difficult balance to strike, explaining these realities without sounding like we are putting other companies down.
The truth is, like anything you buy, there are different levels of quality. The price will usually vary with these differences. Whether it’s a car, a stereo or a roof, the old axiom is still true, “you get what you pay for” The problem with roofing is you can’t test drive it and you don’t know what’s needed to accomplish success as, a roof is not an everyday purchase
So, as someone who plays by the rules, using our own employees, we need to explain the differences, ‘that make the difference’ in the job: quality and security. We do need to do this in a respectful, careful way. It seems clear we failed to be careful enough in this case. We tale responsibility and apologize for that lackingWe will revisit this issue with all our people to ensure we find the proper respectful balance, while still communicating what the differences are
Thanks for your consideration
*** * ***
General Manager
Excellent company to do business with, very professional Replaced our roof after the November snow storm, it was a major job and they worked in horrible conditions Mr Rott himself worked along with his men A year after the job was done Mr Rott came out to inspect the roof and see if we had any problems I would highly recommend this company!
This company replaced the roof, redid Yankee gutters and replaced metal gutters. They did a superior job, the crew was polite, professional and did a really great job. They removed debris completely on a daily basis and the crew leader went out of his way to keep me informed.
I reached out to this customer yesterday (9/28/15), and left a message with my
cell phone number. A previous message was also left on 9/14/15, returning the customer’s call. The customer’s contract is dated August
7, 2015 and the estimated start dates, written on...
the contract, are October 7,
2015 to November 7, 2015. According to those, we are not late. At this point,
we are willing to either do the work, or cancel the contract and refund the
customer’s money, whichever the customer would prefer.
Sincerely,
Steven R
General Manager
Regarding work done for [redacted] at [redacted] To be accurate, first off; we did the area
the leak we intended to address was in, and had set up the work...
for that. We installed Iceshield to an upper section,
above the leak area, and new flashing down on a lower section right above the
leak. The leak did not show back up for over a half
year after we originally did the work. When it did show up as a leak again, in
May of the following year, we had one of our guys come out and do a water test. He found the window areas seem to be the
remaining part of the problem. He sealed this also. It leaked again. On 11/6 of 2013 Steve R[redacted], myself, and one
of my workers came and did another in-depth water test, never getting it to
leak clearly. Through taking things apart at the siding and
windows, we did identify likely causes that only show up. We sealed these areas around the window and
siding and told the customer to let us know if it's still a problem. We told them the window and siding situation
will need to be resealed over the years until they replace them. We did some good for them with the work we
did originally, as it only Would leak intermittently after that, this showing
we had solved part of the problem with the work we did. We also came back and
spent extra time to identify remaining problems, and sealed that, resulting in
no leak for over another half of year.
We did all this, confirming the work we did was properly done, and sealing
off what was not included, at no charge. All repair work, as specified in our
contracts, are not warranted or guaranteed, as there are always sections we
aren't doing that could be part of the problem. As in this case, we still came out to assess
and even go beyond original scope of the job, to take care of people. Most
likely, the window and/or siding ceiling is in need of periodic resealing as we
told the customer in 2013. We know the work we did was to industry
standards and we know based on the bad work that existed before we came, and
the lessened problem after we did the work, that we did some good with the
original work we did. Our position is, we have already gone beyond
our written obligation and would also be willing to investigate the existing
leak, and give an assessment as to what's going on. Having seen the video the customer sent, with
a current leaking, I can say there is something new going on that wasn't going
on before.At no time, even with prolonged water test,
were we able to get this to leak at all, no less like what's happening now. We
would be interested in seeing what has happened in this area. A definite possibility is that they suffered
some damage from this past winter, or the 'November storm', as they are in that
affected area. I would be more than willing to examine the
current circumstance, if allowed to do so. There may be some structural issues
that they need to address, like so many others in that geographic area affected
by the November storm – i.e. – perhaps cracked or
compromised rafters. We will reach out to the customer, and offer
our services at this time. We believe we provided a proper service at
the time of our original job, even going beyond the original job scope; and
therefore do not feel a refund would be appropriate, or reasonable. Please let us know your thoughts on the
matter, or any questions that you have, or how we may be able to help. Respectfully, Steven J R[redacted], William C R[redacted] & Son Inc.
We love Wm. C. Rott & Sons...In 2013, they installed gutters on our recently purchased home...a grown man could literally do pull-ups on them...but...they were no match for "Snowvember". The gutters got bent from the weight of the snow. Our original salesperson returned and estimated the damage. The estimate came within $10 of the insurance adjuster's price. They promptly replaced the gutters. I have heard that their estimates are on the "high end", but their work is superb...I will continue to use them for our outside house repairs.
Our
consultant was out on 4/15/2015 to meet with the [redacted]’s and sold them a roof.
Their existing roof had some minor blow off damage at that time. The
[redacted]’s signed...
a contract with us at that time with many upgrades, including a
new ridgevent system, Super 5 ice shield, an up graded shingle and an
upgraded valley system. They were both told at that time that the
insurance company would not pay for upgrades. They were also given lower
price options, but wanted our premium roofing system. The insurance
company was provided with copies of the contract on 5/27/2015. The customers were called multiple times by phone and invoices were
supplied at the beginning of the job, when it was completed and again in
October, five months after the job was completed. On October 22, Mr.
[redacted] contacted our office and immediately began a profane tirade. He was
hung up on. He then called back, swore profanely at our receptionist,
swore again profanely at a manager and hung up again. The very next day, Mrs. [redacted] called in, made a final payment in full,
was gracious and asked that if we got more money from the insurance company,
could we reimburse her. Insurance companies pay the owners, not the
contractor. While we appreciate that Mrs. [redacted] was gracious when she
called, and made the final payment, her follow-up request for
reimbursement if we got any money from the insurance company directly, suggests
they seem confused on the whole process with insurance companies. It
seems they still don't seem clear that Insurance companies do not cover
everything, all the time. We do feel, that we did what we agreed to and
we certainly can't force the insurance companies and to do more then a policy
will cover. It is never our position to guarantee what an
Insurance company will, or will not do. If there was ever any
question as to the need for an insurance company to cover the financial aspect
of the job, we will set it up subject to insurance companies approving the
amount. There was no such stipulation in this contract. And certainly no
guarantees that we would get any certain amount of money from the insurance
company for the customer. We appreciate the chance
to respond. Please let us know if you
have any recommendations in this case. Sincerely, Steven R[redacted] General Manager
The customer signed a contract with us on July 31, 2015 for
minor repairs, venting and insulation.
The anticipated starting time was October 10, 2015. Due to inclement weather and expanding jobs
booked before the customer, we were running two to three weeks...
behind
schedule. The office never received any
calls from the customer that we could find. We reached out
to her and others to explain the delays.
When she objected to the time frame, her full deposit was returned to
her at that time.Thank you for the opportunity to respond,
Sincerely,
Robert W[redacted]
Business Development Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
What a joke. That sales person was not explaining the differece. He out right said they were in jail and would come back and rob my home. He said the one was in jail and the work would be done wrong not knowing the company was rated A plus by Revdex.com. as it turn out the company I used a Revdex.com A plus rating company did the job for half of the price. anyone that use this company should think twice . I am in sales I'm letting everyone know what a joke your company is. I think your Grandfather would turn over in his grave if he heard this joker sales pitch. By the wat his name was [redacted]
[redacted]
As far as the business protocol of other companies, we cannot comment about how they choose to operate. For us, we follow the recommendations of consumer advocacy groups like the Revdex.com.Such recommendations include offering references, having proper insurance and licenses, and...
giving detailed specifications, etc., as well as having all interested parties available at the time of the estimate. We do offer a lot of options and flexibility to accommodate busy customer schedules. Following the recommendation of all interested parties being present results in happier customers, and fewer misunderstandings, because everyone is there for all of the discussions, and decisions. That's our goal, not just to have customers, but to have happy ones.Mr. [redacted] has taking exception to this position, and we respect his right to do so. We, however, need to consider the likely result of the lack of good and complete communication at this important early stage of the process. In the past, we have not always kept this commitment, and have had unhappy customers as a result. This being true, we have worked hard at doing this part right. Our consultant may not have done a good enough job explaining the 'why' we ask for all interested parties to be present and he could have measured first before asking if all were, and then if not, have rescheduled. So for these, we do apologize, and have spoken with our representative, to prevent this situation in the future. We wish Mr. [redacted] well, and hope the best for him. Please advise us of any recommendations you may have in this situation. Thank you for your consideration.
In reviewing our Revdex.com file, and the complaint number [redacted] (filed 12/16/15 by Mr. [redacted]), please be advised that since your file closed, we have met with Mr. [redacted], refunded money, and believe that this matter has now been resolved to the customer’s satisfaction.
Can you reach out to him to confirm this, and if so, change the status of this complaint? Please advise. Thank you. Julie [redacted] William C. Rott & Son, Inc.