EAS Roofing

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The work was finally completed and the owner and staff members were apologetic and admitted that there was poor communication throughout this entire process on their partThe response that was received by the owner of the business was not true and it appears that it was written that way to save the reputation of the companyTo be dishonest says a lot about ones integrityAgain, the work is complete and hopefully we don't experience any issues with this roof. I am not rejecting that the work was completed but I am rejecting the statement that was made by the owner in response to the initial complaint
Regards,
*** ***

On Tue, May 31, 2016 at 3:23 PM, EAS Roofing [redacted]> wrote:I spoke with the homeowners and informed them that I would be out of town for a week but [redacted] would be over to address their concerns when [redacted] got held up on a job he spoke with Mr. Homeowner and said he wouldn't...

be able to make the appointment that we would be out before the end of the week. Unfortunately the homeowners were only able to meet on Mondays and Wednesdays so we had to wait til the following week. That weekend we scheduled to go over on Wednesday and found out we had a review submitted to the Revdex.com. I was extremely shocked and even asked the homeowners why they would do this when they knew we were going to address this minor issue. In response they said they called [redacted]s personal cell phone and it went straight to voice-mail and they were unable to leave one because it was not set up, now I understand that they wanted to reach [redacted] but he nor I knew they called because they never actually called a company number which they both had. This is unfortunate that it came to this but issues will arise whenever your in this industry the one thing I can tell you is regardless of if I feel we were in the wrong or not my homeowners will be happy with the overall job.[redacted]

Review: This company installed a new roof and new attic fan in my home on April 26 & 27. While finishing up the project both myself and the owner walked around the perimeter of my home to make sure all of the debris was cleaned up. I asked him if the fan was installed and properly functioning. He insisted that it was without him physically going to the attic through the house and ensuring that it was. I told him that when my husband comes home he will likely go up into the attic to verify that this was indeed installed and clean up was done. E[redacted] continued to stand by his word that everything was done properly. Low and behold my husband went into the attic and there were parts laying on the floor, wires exposed as well as debris everywhere that should have been cleaned up as part of the job. A follow up walk thru was scheduled to take place a few days later in the am which was part of their quality assurance process and to also rate the company’s performance of this job. On May 2nd N[redacted]who is a rep for at this company showed up at the home hours later than scheduled wanting to do the final walk thru inspection and no one was home because he didn't show at the time that was scheduled. He called my husband and said "hey I'm outside of your house and would like to do a quick walk around and have you fill out this survey". My husband proceeded with telling N[redacted] that the work isn't complete and a few items were never finished. My husband requested to have someone come back to the house and install the plate to the fan and to clean up the mess that was left from the old fan and old shingles that fell into the attic. N[redacted] said that he would have to call E[redacted] in order to have the electrical guy come out and finish what needed to be completed. A week later my husband received a call from Z[redacted] who must be the electrical guy who wanted to see if we would be available the next day which would have been May 11th around 3-3:30pm. We were available all day and 3:30pm had come and gone and still no Z[redacted]. My husband called Z[redacted]'s cell at 4:30 pm and it went straight to voicemail and the mailbox was full. All I want is for someone to be responsive and professional and to finish the work. E[redacted] was supposedly on vacation during this and I'm assuming he still is or he is ignoring us because there were some interactions that were a little rocky as far as communication. I want someone to finish this job.Desired Settlement: Finish the job as expected.

Business

Response:

On Tue, May 31, 2016 at 3:23 PM, EAS Roofing [redacted]> wrote:I spoke with the homeowners and informed them that I would be out of town for a week but [redacted] would be over to address their concerns when [redacted] got held up on a job he spoke with Mr. Homeowner and said he wouldn't be able to make the appointment that we would be out before the end of the week. Unfortunately the homeowners were only able to meet on Mondays and Wednesdays so we had to wait til the following week. That weekend we scheduled to go over on Wednesday and found out we had a review submitted to the Revdex.com. I was extremely shocked and even asked the homeowners why they would do this when they knew we were going to address this minor issue. In response they said they called [redacted]s personal cell phone and it went straight to voice-mail and they were unable to leave one because it was not set up, now I understand that they wanted to reach [redacted] but he nor I knew they called because they never actually called a company number which they both had. This is unfortunate that it came to this but issues will arise whenever your in this industry the one thing I can tell you is regardless of if I feel we were in the wrong or not my homeowners will be happy with the overall job.[redacted]

Consumer

Response:

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.The work was finally completed and the owner and staff members were apologetic and admitted that there was poor communication throughout this entire process on their part. The response that was received by the owner of the business was not true and it appears that it was written that way to save the reputation of the company. To be dishonest says a lot about ones integrity. Again, the work is complete and hopefully we don't experience any issues with this roof. I am not rejecting that the work was completed but I am rejecting the statement that was made by the owner in response to the initial complaint.

Regards,

Review: Prior to completion of the project we expressed some concerns regarding the rolled roofing. First, the edge was not cut straight. It appeared as if it were ripped rather than cut with a straight edge. Second, when the roof was laid down there was no overhang over the gutters. Third, when the apron was installed it was installed after the rolled roof. This leaves the top part of the apron exposed which will allow water to eventually make its way under the rolled roofing. We had asked if the apron should have been installed before the rolled roofing. He responded that the way it was installed was the correct method. Logically, this still did not make sense. Upon completion of the project the cut along the edge of the porch is still crooked and definitely not a straight line. He had said he was going to address this and fix it. Clearly he did not. We also noticed exposed nail heads on the rolled roofing along the edge where the apron was installed. This was most likely due to the apron being installed after the rolled roofing was laid down. This goes back to our initial concern that the apron was not installed prior to the rolled roofing. The exposed nails will eventually rust leading to the rolled roofing coming up and the apron coming apart and water seeping into the porch structure.Another concern is that we discovered one week after completion of the project was that the rolled roofing is already detaching from the roof, confirming our suspicions that the roof was not installed correctly. We have done some additional research and discovered on the [redacted] website a video on how to correctly install rolled roofing. Based on my conversation with [redacted] and EAS Roofing it is clear that it was not installed properly. It is unfortunate the porch is not to our satisfaction because the rest of the roof was done very well and are very happy with it. We invested a lot of money into this project to have it done correctly and right now we are still disappointed in how it turned out.Desired Settlement: After speaking with the manufacture and confirming that it wasn't installed correctly, we would like the rolled roofing redone based on the manufactures guidelines. If this is not possible we would like to have a partial refund to cover the full cost for another company to redo the rolled roofing.

Business

Response:

Before I knew the homeowner made this complaint I was at his house talking to him. After he informed me that he did I asked him why he felt like he need to get the Revdex.com involved, I had spoke with him via email and the phone and the ONLY time I did not respond was over memorial day weekend it was not 2 weeks. The homeowner also called [redacted] which we are certified through. After the rep for our area came out he said he would send the photos to corporate. They had since responded and said that all we would need to do is caulk the perimeter. Before we had heard from [redacted] the homeowner and I had both agreed that whatever [redacted] came back with I would do. After talking to the rep from [redacted] the homeowner was extremely mad and didn't agree with there final call. I am currently waiting for the homeowner to decide on what he wants us to do at this present time I have not heard from him in about 5 days. Both of the homeowners know that I am going to take care of this issue. The entire roofing system is warranted for 50 years and that is a non prorated warranty, it's the best warranty in the industry.

Consumer

Response:

We finally heard back from [redacted], and even though the roof wasn't correctly installed, they agreed to provide a certified letter ensuring that the warranty would cover any future failures. Knowing this, EAS roofing has agreed to correct the problem based on the following [redacted] recommendations:

Front Edge

- Lift rolled roofing materials from the front edge.

- Remove existing aluminum edging.

- Lay a bed of adhesive and install new edging and covering it with the existing roofing materials.

- Lay the rolled roofing back down using adhesive.

- Put a bead of adhesive on the outer edges.

Side Edge

- Cut a large enough piece of the side rolled roofing and remove any exposed nails.

- Lay a bed of adhesive and install new edging and covering it with the existing roofing materials.

- Lay a new strip of rolled roofing using adhesive and overlapping the existing rolled roofing material. This overlap must be wide enough to prevent any water from making it's way underneath.

- Put a bead of adhesive on the outer edge.

Please note that if any damage occurs while pulling up the materials, [redacted] also mentioned that it would need to be replaced.

Through-out this experience EAS Roofing has be very cooperative and patient with us as we worked with [redacted] to determine the best resolution. I would certainly consider using EAS Roofing again in the future if needed.

I have reviewed the response made by the business in reference to complaint ID[redacted] , and find that this resolution is satisfactory to me.

Regards,

Review: I have repeatedly contacted [redacted](owner)about the sloppy and unprofessional way he has handled my complaint regarding leaking and inadequate and sub standard gutters and downspouts he and his subcontractors installed this past summer.First of all, I gave him a thirty-five hundred dollar deposit several months in advance to get my roofing project on his schedule and it seems after repeated delays and excuses that he used this money to finance his other projects which in turn put our project further back on his schedule. Finally, when he did show up he and his team of subcontractors (those of which he didn't bother to mention during his sales pitch)managed to re-shingle the roof for which he was paid the agreed amount. We did a walk around during dry weather and everything appeared satisfactory until we had our first rainstorm (sent photos to [redacted] asking him to correct the leaking and substandard gutters and downspouts). That is when I asked him to correct the problem at the rear end of the roof several times and to this day (two and half months later)and after he said he would call me and schedule a time when I could show him the problem he has yet to call.I told him during our last phone call that I was dis-satisfied with the unprofessional way he handled this complaint and told him that I would contact the powers that be if necessary to get the job done right. Since then, I have noticed that there appears to be another issue that he said during his initial proposal (accompanied by a video demo)that he always installs a three foot special moisture barrier from the edge of the roof towards the ridge. I see no indication of this item.At this point, all I want is for him to contact me as he said he would and do the job right on the gutters and downspouts. If this situation becomes more protracted into the winter months then serious damage to the runoff system will most certainly occur and I will have no other choice than to seek legal assistance.Desired Settlement: Do as he said he would do and fix the problem

Business

Response:

The day that I found out Mr. [redacted] filed a complaint I contacted him, and set up an appointment that day. Upon arrival Mr. [redacted] had in entire different attitude then previous conversations. In the last conversation Mr. [redacted] proceeded to raise his voice rather then have a normal conversation so I could understand what was going on. All I was asking him was "What issues are you having, I would like to come prepared to take care of them while you are there rather then have to leave." . After about 10 minutes of being scolded I told him we will talk when he calmed down. The next thing I know I received a call from yourself informing me of the allegations.

As I walked around with Mr. [redacted] he showed me all the concerned areas. They were very minor but I agreed that they should be done. I told him that since I didn't know what all needed to be done I was just coming out to look so I could get the materials. Before leaving I brought up the fact that in his statement to the Revdex.com he said "...he always installs a three foot special moisture barrier from the edge of the roof towards the ridge. I see no indication of this item". and that the ice and water guard is under the shingles and there is no way without lifting the shingles that he would see it, and also since he had very large over hangs (at least 3 foot) we installed two rows of the ice and water.