Edwards Roofing & Repair

The customer is unhappy because her attempts to get siding replaced on her entire house and/or not pay a $1,deductible had failed Starting with the Edwards Roofing Representative (that was just released from training a couple weeks prior to this assignment) accompanied the insured (the customer) during the initial inspection with a claims adjuster The initial damage that was documented by the adjuster included full replacement of the roof and gutters It also included miner siding repair work on the left elevation of the house (around $for loose siding panel to be refastened into place.)Note; During this inspection, the customer told the adjuster siding that was also damaged on right and rear elevation of home was damage caused by her children, not the hail storm When my rep requested a copy of the insurance scope from the customer they gave him one with all the pricing block by marker so we couldn't see the prices It told [redacted] to tell the customer we have to see the prices so we know how to bill her properly for the job when completed They told [redacted] they wanted everything fixed and they were told by a neighbor we should be able to do all the work and absorb the $1,deductible The rep made it clear in his response that our company does not manipulate deductible due to the fact that such practices is now considered insurance fraud He also told her that what we do is upgrade the roofing compared to the roof coming off with a signed contract that hires us to be a General Contractor to repair all work on a insurance claim She then agreed to sign a contract for us to repair all damages outlined in her scope EXCLUDING gutters We started by replacing her roof on a Saturday I was told by the Rep in charge of the job that the customer has brought it to his attention that the roofers are installing the wrong color roof At this time, approximately 2:PM on a Saturday afternoon, the roof was about 75% completed I instructed The Forman of the roofing crew on sight that I did not want the roof covered with tarps and to finish removing and cleaning off the areas they started working on and go ahead and roof all said areas with the material on site at the time I knew my supplier would make it priority the following Monday morning to deliver the correct colored material that I actually orderedNote; Her insurance company paid them for a year three tab roof which is the cheapest kind of residential roof system you can have I replaced it with a year roof system including lb felt , ice and water shield everywhere required by CertainTeed Integrity Roof System standards which is what I upgrade everyone to if they hire us as a general contractor to handle storm claims for the price the insurance company will pay.After replacement of the roof it is now time to start coordinating the work that needs to be done to her siding When the rep reiterated with them that the siding work only in tailed a minor repair on the left side they got agitated and insisted that we should be able to figure out a way to get the insurance company to replace the siding on the entire houseI was advised by the rep what the homeowner is telling him I called the residents and spoke to the husband He told me again that they didn't feel the assessment that was made by their insurance company was unfair where it pertains to the siding I told him that he has a whit colored siding and white siding repairs virtually never turn into full replacements by the insurance company He told me in response that he thinks he hired the wrong guy because his sources had been telling him that any other Contractor could have gotten done that way At this time my Rep requested that I take over the file because being new to the job he felt that it wouldn't be a good idea to continue handling this claim.Long story short, when I went back to the house to reinspect shortly following The phone conversation with the husband The reversed what they previously told the adjuster about the siding damage caused by their kids (At this time I'm completely oblivious to the fact that they told this to their adjuster)I saw all the damage, asked the customer about it and they told me they had no idea the damage on the right and rear elevations were not included in the assessment however the wife does expect it to be fixed There is much more that follows The bottom line in this case is that the customers are disappointed they were unable to scam their insurance company or myself I've been in business since This past was among one of my busiest I did not have the time and even if I did was not going to try and assist the customer in engaging insurance fraud I have documented recordings of meetings with them that can prove without question that everything I am stating in this response is the truth As I mentioned earlier in this response I gave the customer a free upgrade that actually Included a roof that is considered a four level upgrade They have collected money for this roof but has not paid one single penny to me for itSo she has managed at the moment to enrich herself so far along with a free upgraded roof To try and justify her actions she has attempted smear my companies name anyway she can in an attempt to tarnish my credibility As stated above I have indisputable evidence that I would be happy to share with any potential valued customer that may be concearnedThis evidence (recordings) clears me of any of her allegations and she will undoubtedly see and hear all the evidence herself through any litigation that may arise due to her breach of contract for nonpayment She has been informed of our intention to exorcise our companies lien rights on their property where our work was completed if payment is not received by the beginning of next week Anyone that knows me will tell you my customers are always first and I will do almost anything to keep them happy One thing I have learned about people in thousands of different engagements Most of the people I meet are good people Therefore I will not allow a couple of sour grapes make me change my policies of a zero down payment prior to commencing work God bless you allRespectfully, [redacted] Edwards Roofing & Repair (owner)

*** what would you like me to do I have offered to fix your animal damage (new gutter, new fascia and removal of all debris all caused by the animal including the screen u stuffed under there for a very reasonable and generous price of like Then fix your flashing that I may or may not have overlooked in the first place at no charge What would you like me to do? I am trying hard to resolve your flashing issue for free as I mentioned to you now I believe on at least emails Are you asking me to fix your rodent damage for free? I keep telling you I can't fix the flashing until all the raccoon damage is fixed and all debris and screening placed by you (I guess to keep the raccoon out) is removed so I can access the wall to flash I got your calls and we were busy The calls made were recorded in my office as a rodent problem causing some sort of leakAlso I am not a liar! I did stop by your house one day when I was in the areaI wish I would have documented the stop better. We did that job for you back in and the only reason I even remember doing it is because you were successful at haggling me way down on my initial quote to you So sorry you didn't get on the top of my list for the service call So now I am upping my offer Would you like me to fix all your raccoon damage for free so I can get your flashing fixed? Because I can't think of anything else to offer you. Its pretty obvious in the email statement I made about weather or not my company forgetting or not forgetting to install some flashing was relevant was my response in regards to meeting a building inspector at his house. I told him there is no point in having the meeting because the inspector will just acknowledge what I have been telling him. Here is a copy of the email message he was quoting me on.From: *** *** Sent: Wednesday, May 18, 6:AM To: *** *** Subject: Re: *** *** *** Sure I don't see what we could accomplish I am acknowledging that the wall is not flash right nowWhether it was never flashed or it was is not relevantAll a building inspector is going to do is show me what I've already acknowledged It is also a fact that no water would be running up against the wall right now without the raccoon damage.it is also a fact that we cannot repair the wall with the raccoon damage present If we forgot the flash that wall, that would be a firstI am not saying that that would be impossibleBut that's fine let me know when an inspector will be there and I will meet himI believe however you are wasting time and resources Give me as much notice as possible to meet your inspector.Please let me know what you want me to do? These are the options I have been giving for the past couple of weeks now. Option C) is my new and final option. I do not know what else I can possibly do. I am practically begging to resolve this.A) fix rodent damage for so I can access your wall then fix the flashing?B) you hire someone else to fix rodent damage and I send you a check so you can have the other party fix your flashing? Which would release my company of any possible warranty issues especially on your front porch area.C) do you want me to fix everything including your rodent problem for free?

I have reached a resolution with the business and would like to close my complaint

Initial Business Response /* (1000, 7, 2015/11/23) */
Please see the below emailMrs*** has decided that she filed the complaint to soon and she feels bad about itShe emailed this to me this past Saturday asking me to review it before she submitted it to you
Respectfully,
Edwards
Exteriors, LLC
*** S***, Managing Member
O.XXX-XXX-XXXX / C.XXX-XXX-XXXX
www.edwardsroofing.net
Original Message
Subject: response
From: ***@aol.com
Date: Sat, November 21, XXXX X:XX pm
To: **@edwardsroofing.net
I would like to request that my complaint be removed from Edward's Roofing and Repair, listed on the Revdex.com websiteNot only does the complaint contain much more personal information than I realized when submitted, I feel that the situation occurred due to miscommunication and a misperception (on my behalf)I feel that this business has upheld its name, reputation, and ratingPrior to filing the complaint, I had been able to reach the business owner relatively easilyWhen I did not get prompt response, after emailing the business about my concerns, I panickedOur prior communication had taken place primarily by phoneIt was not characteristic of the business owner, to not replyAfter hearing many horror stories about contractors "swooping in" when weather is bad, and then disappearing after doing poor quality work, I believe I made an incorrect assumptionIt is embarrassing to admit, but I would rather embrace the humility, than potentially give a good business a bad reputation***, the business owner, reported he was out of town and then hospitalized which is why I did not receive a prompt responseThis does seem like a realistic and acceptable reason for not getting the response I was expecting, and my prior interactions with him support his continuityOnce he did receive my email he quickly responded and sent someone to my home to make sure things were ok, and any repairs needed were addressedHe was not even aware of the complaint file on Revdex.com, at that pointWhen I expressed that I was unsatisfied with the answers provided by his employees he continued to work diligently to satisfy my concerns and answer my questionsHe personally came to my home prior to the next rainfall, and brought a crew with him to ensure my home would be protected if it had any problemsHe actually sat with his crew and waited for the rain to come on 11/11/15, even after having his crew thoroughly examining my attic while running a hose in an attempt to find any possible problemsIn addition to this he contacted the regional representative of "Certainteed" (the manufacturer of the shingles on my roof) and had this individual come and do a full inspection of the work his company did on my roofIt was installed correctlyMy concern was not caused by an "improperly installed roof," as I previously allegedThe roof is correct, and looks niceI do not feel that it would be fair to apply this complaint to this business for future customers to see, because the business did a good jobI feel Edward's Roofing went above and beyond to ensure the quality of the work they did on my home in addition to making their customer happyI am an honest person and would not make an illegitimate complaint about a businessI feel that this complaint is no longer legitimate after looking into things, therefore I am requesting that this complaint please be removed

Complaint: [redacted]
I am rejecting this response because:
The roof leak issue was mentioned in every message, phone call, and email originating a month before the contractor says I brought up the issue.  I was going to have him bid other work in addition to fixing what was wrong with my roof installation, but due to his lack of response I just wanted the flashing fixed that is causing my roof to leak.  He never left a message or called the day he says he showed up at my house after not returning calls, messages, and emails for a month and I work 5' from the front door, so this was hard to believe.  Contractor came to my house after the Revdex.com complaint was submitted, went up on the roof, and is diverting the issue at hand to an unrelated issue.  There was a raccoon that got on my roof just last year and some debris which is possibly causing more water to divert to the seam with the lack of flashing, making it more noticeable.  The animal did not cleanly remove all flashing from the gutter to the peak of the downhill side of my front porch roof (shown in attached picture).  He admits there is no flashing and will not provide any evidence or explanation for anything that would point to anything other than this side of the front porch roof was not flashed when my roof was replaced by Edwards roofing.  Contractor wants to charge me for a line item that was listed on my contract when I had the roof work done, was not, and was expected to be completed.  Contractor has a 10 year workmanship guarantee stated on his contracts."I am acknowledging that the wall is not flash right now. Whether it was never flashed or it was is not relevant." - taken from his last email to me.
Sincerely,
[redacted]

The initial call made to us by Mr. [redacted] was request for a bid for soffit and fascia work.  How ever, not by any fault of [redacted]'s, the messages I was receiving from my answering service made by Mr [redacted] was not real specific in regards as to what exactly he was wanting an estimate...

for.  It resulted in us playing a little phone tag.  I did stop by his house unannounced one time when I was in the area.  I rang his door bell and pretty sure I called his phone and left a message.  It wasn't until May 2nd, the very day he filed this complaint that he ever indicated to me, by EMAIL that this is not about a bid anymore and that he believes he has a gaping leak in front of his house from a roof I installed almost 6 years ago.  It's only been a week since the 2nd and it's been raining almost everyday this past week mixed with a holiday this past Sunday.  I am not denying responsibility of this issue for I have not observed it yet.  I do inspect every job after they are completed and try hard to catch any bad workmanship before it becomes a problem.  If I find that there is an issue with the way the roof was installed, I will fix it.

The customer is unhappy because her attempts to get siding replaced on her entire house and/or not pay a $1,000.00 deductible had failed.  Starting with the Edwards Roofing Representative (that was just released from training a couple weeks prior to this assignment) accompanied the insured (the...

customer) during the initial inspection with a claims adjuster.  The initial damage that was documented by the adjuster included full replacement of the roof and gutters.  It also included miner siding repair work on the left elevation of the house (around $200.00 for 1 loose siding panel to be refastened into place.). Note; During this inspection, the customer told the adjuster siding that was also damaged on right and rear elevation of home was damage caused by her children, not the hail storm.  When my rep requested a copy of the insurance scope from the customer they gave him one with all the pricing block by marker so we couldn't see the prices.  It told [redacted] to tell the customer we have to see the prices so we know how to bill her properly for the job when completed.  They told [redacted] they wanted everything fixed and they were told by a neighbor we should be able to do all the work and  absorb the $1,000.00 deductible.  The rep made it clear in his response that our company does not manipulate deductible due to the fact that such practices is now considered insurance fraud.  He also told her that what we do is upgrade the roofing compared to the roof coming off with a signed contract that hires us to be a General Contractor to repair all work on a insurance claim.  She then agreed to sign a contract for us to repair all damages outlined in her scope EXCLUDING gutters.  We started by replacing her roof on a Saturday.  I was told by the Rep in charge of the job that the customer has brought it to his attention that the roofers are installing the wrong color roof.  At this time,  approximately 2:00 PM on a Saturday afternoon, the roof was about 75% completed.  I instructed The Forman of the roofing crew on sight that I did not want the roof covered with tarps and to finish removing and cleaning off the areas they started working on and go ahead and roof all said areas with the material on site at the time.  I knew my supplier would make it priority 1 the following Monday morning to deliver the correct colored material that I actually ordered. Note; Her insurance company paid them for a 20 year three tab roof which is the cheapest kind of residential roof system you can have.  I replaced it with a 40 year roof system including 30 lb felt , ice and water shield everywhere required by CertainTeed Integrity Roof System standards which is what I upgrade everyone to if they hire us as a general contractor to handle storm claims for the price the insurance company will pay.After replacement of the roof it is now time to start coordinating the work that needs to be done to her siding.   When the rep reiterated with them that the siding work only in tailed a minor repair on the left side they got agitated and insisted that we should be able to figure out a way to get the insurance company to replace the siding on the entire house. I was advised by the rep what the homeowner is telling him.  I called the residents and spoke to the husband.  He told me again that they didn't feel the assessment that was made by their insurance company was unfair where it pertains to the siding.  I told him that he has a whit colored siding and white siding repairs virtually never turn into full replacements by the insurance company.  He told me in response that he thinks he hired the wrong guy because his sources had been telling him that any other Contractor could have gotten done that way.  At this time my Rep requested that I take over the file because being new to the job he felt that it wouldn't be a good idea to continue handling this claim.Long story short,  when I went back to the house to reinspect shortly following The phone conversation with the husband.  The reversed what they previously told the adjuster about the siding damage caused by their kids.  (At this time I'm completely oblivious to the fact that they told this to their adjuster). I saw all the damage, asked the customer about it and they told me they had no idea the damage on the right and rear elevations were not included in the assessment however the wife does expect it to be fixed.  There is much more that follows..  The bottom line in this case is that the customers are disappointed they were unable to scam their insurance company or myself.  I've been in business since 2003.  This past 2016 was among one of my busiest.  I did not have the time and even if I did was not going to try and assist the customer in engaging insurance fraud.  I have documented recordings of meetings with them that can prove without question that everything I am stating in this response is the truth.  As I mentioned earlier in this response I gave the customer a free upgrade that actually Included a roof that is considered a four level upgrade.  They have collected money for this roof but has not paid one single penny to me for it. So she has managed at the moment to enrich herself so far along with a free upgraded roof.  To try and justify her actions she has attempted smear my companies name anyway she can in an attempt to tarnish my credibility.  As stated above I have indisputable evidence that I would be happy to share with any potential valued customer that may be concearned. This evidence (recordings) clears me of any of her allegations and she will undoubtedly see and hear all the evidence herself through any litigation that may arise due to her breach of contract for nonpayment.  She has been informed of our intention to exorcise our companies lien rights on their property where our work was completed if payment is not received by the beginning of next week.  Anyone that knows me will tell you my customers are always first and I will do almost anything to keep them happy.  One thing I have learned about people in thousands of different engagements.  Most of the people I meet are good people.  Therefore I will not allow a couple of sour grapes make me change my policies of a zero down payment prior to commencing work.  God bless you all... Respectfully,[redacted]Edwards Roofing & Repair (owner)