Elite Construction

Complaint: [redacted] I am rejecting this response because: I had already figured out that this was probably the reason for no guttersI don't remember if I marked that I wanted an apology or notThere were several things I wanted But mostly I want an acknowledgment on the part of Elite Construction that they were not forthright with meThe paper says I got gutters and I didn'tI have had no word from themI don't like the whole game that seems to have to be played in getting repairs through an insurance claimHowever, this company assured me up front that they were personal and local and would take care of it allThey put forth many possibilities, as did the insurance adjuster, on damage that might be taken care ofI got a roof and all kinds of words on why it cost as much as it didA simple statement to me that the gutters were still being negotiated would have been the least that should have been doneIt is more their customer service I am complaining about that the guttersAnd I also have a compromise in mind, if there had been the least bit of conversation Getting more irritated by the day, [redacted]

Here we go againJust note I offered to dig in to the flashing with the customer up on the roof with me to really find out what the problem is/was but he told me not to worry about itCustomer: First off, Mr [redacted] is making either statements, or is just confused as to the chain of eventsI never saw a 'small leak before last winter' Elite: I'm only going off of what I remember you and your brother telling me the three or four times I talked to you and himSo tell me then, was all this damage done before winter during or after winter? Then tell me when did you call your Insurance company to make the claimAnd please remind me what that story was about that first big snow of the year and not having four wheel drive to get out thereAnd why you told me you did not call anyone after there was too much snow on the roof to make a repair "because the damage was all ready do everything" Elite: But either way you do agree that the roof lasted over two years without a single leakThat means things were correct then and something happened in between the time you and the heating guy that did the chimney sleeve went up thereAnd as I said the extra layer of tar you put up there at the bottom of the counter flashing which could have held or still be holding water back because it cannot escape and drain as it should beAlso I'm glad you now agree (because your brother was up there with me spraying the hose) that after running the hose all around the chimney we could not get the roof or the counter flashing to leak(And yes I understand you were saying the first crack above the counter flashing is one of the cracks that is leaking) there was no way to only spray that crack so we had to spray the entire first brick and soak that areaI also sprayed the hose directly into the counter flashing backwards to mimic a tornado for your brother Customer : secondly, I did not go up to patch the chimney because it was leaking as Mr [redacted] states, Elite: OkThe only thing that bothers me about that statement is the fact that you put tar all around the chimneys step flashing at the roofline and closed up the bottom of the copper counter flashingAnd now your saying you did that before the roof started leaking? Why would you mess with something that was not leaking by doing that? If some one tared the back air vents on their TV and it over heated would you still warranty the TV? So you know, your not supposed to seal a weap holeI understand you have experience installing TVs antennas but step and counter flashing is a different animal and that is not needed there and can cause a water back up if the brick is porousCustomer: and thirdly, I did not see the roof leaking and then let it go all winterRe-vist my original complaint for the correct chain of events Elite: I did re-look at the emails and you are correct, but I was remembering the conversations I had mainly with your brotherI also want to make sure everyone reading this knows you guys closed the door to the place after the first snow or so and did not check on the place until all the snow was meltedSo no one was there all winterOr if they were they made no effort to stop the water that was coming in or call someoneSo all this damage either happened from one storm or from an ice damIf not why has still nothing been done to stop the water from coming in Again I'm only here to helpIf it is my fault then I am the one to blame, but when I'm not allowed by you to pull it apart then I (and maybe even you) will never truly know if it was step flashing, counter, the cracks in the chimney or the failing mortar and or porous brick Customer : I give credit for Mr [redacted] making an attempt to find the leakHe came up on a Sunday and worked there for no charges while my Brother was thereHe came back with his findings that the problem was not his doing and told me the leak is above the first course of bricks on the chimney Elite: now you are putting words in my mouthI know you do remember me telling you I cannot confirm or deny the exact problem without pulling it apart to look at itI will agree that I told you that after running a hose up there for over an hour I am 95% sure it is not our ice and water, step flashing, counter flashing or shingles that is leaking customer: Being in the service business, I understand how a company can get blamed for something unrelated to their work simply because 'they were the last one there'He later volunteered to silicone the chimney as a temporary fix, Elite: I don't believe that siliconing the chimney (as should be done every five years) would be a temporary fixIf you would allow me to do that that it would prove that it was the chimney being porous and not the counter or step flashingThat is the reason I would like to seal the chimney and then put a sprinkler system on the roof for two days to see if any water comes inIf at that point no water comes in then this would not have to be my first bad review in over years and roof doneThat is why I am answering all these questions the best I can to keep my credibilityThe last thing I want is someone upset with my work or not allowing me to fix a problem I causedCustomer: and asked me if there was anything he could do, but I declined telling him it's insured and I was in the final stages of contracting another firm for the restoration Elite: YepThat was really nice of youYou basically said to me, some one who's trying to do everything he can for you, no thank you [redacted] an insurance adjuster and two contractors that did not even lift one shingle or piece of counter flashing or run a hose to see where the water would come in said there's a problem under there and it's the roofers fault Customer: I think it comes down to believably and trustMy Brother, who was also there during Mr [redacted] test, claims the water started leaking right at the top of the chimney flashing where it is cemented into the brick, not after the first course of brickElite: I agree with thatThat is also what I was saying to you that daySo you are the one that misunderstood meThat is also a spot that should be sealedRemember for two years not one leak after we did the jobAnd the counter it self is not leaking, it is above the counter you just wroteThe thing you were calling a crack is where that copper was built into the chimney that is now porousReread your comment aboveYou just stated from the counter down is fineFrom the counter above is not fineYou just said it is leaking above the counterSo I'm off the hook thenWe were contracted for the roof not the chimneyIf your brother is saying it is leaking above the counter then thank you for agreeing with me and letting me off the hookThat is saying it is the mortar, that and anything above it is the chimney leakingNot the roof or step or counter Customer : I believe if the flashing was replaced, the problem would have been averted, but that is strictly my opinion, right or wrongElite: do you understand if we took the good copper and ripped it out from the chimney it was built right into we would then have to grind more mortar out to simply push new lead into the chimney and then make a repair like you did to seal that New lead inIf the chimney was going to get a full rebuild or repoint then I would say yes at that point to go ahead and change the counterI'm happy and sleep well at night knowing the other roofs we did have no problems Customer: I don't believe the few small cracks in the mortar caused the large volume of water needed to cause the extensive interior damage Elite: first off I am glad you acknowledge you have cracks in the mortar on the chimney One other thing that is funny about that is I also mentioned ice damning could have caused all these problemsWhen I went with the hose for the first minutes I was talking with your brother there he assured me I was not going to be able to get any water to come into the house with the hoseHe told me it needs to rain for at least two or three hours straight heavy to show any water inside(that would also point me to a porous chimney) He also said there has not been any leaks since winter that he knows ofCustomer: I may know more in a month when the restoration takes place, however, at this time, it's an educated guess, not a factMr [redacted] claims the flashing was not replaced because it was good and it's not the problemI'm not a roofer, so I don't really know, but I personally do not feel comfortable contracting [redacted] for any repairsElite: They may find out why or why not the water came inBut I'm sure they will re-point or rebuild the chimney because it is definitely time for that Customer : I'm not trying to disparage Elite's reputation...at this point, Elite: no? With a nasty review saying I didn't get out there fast enough after you called me months after you found the leakThen blame me for the leak and damage before the problem area has even been opened up customer: I really don't know who to believeI am hopeful that after all the repairs are completed over the summer, that the problem is solvedArrive at your own decision from the complaint Buyer beware Elite: YesPlease, buyer beware of the troubles I went through to try and satisfy this customerAnd the time I took to try and get to the bottom of his problem for himPlease be aware that I always do everything I can to do the job right and stand behind my work

Online confirmation and orders are dealt with immediatelyPrices are comparable being the few authorized online retailers offering free shippingThe first order consisting of a moisturizer came packed in a shopping bag which is placed into a shipping package while another one, came wrapped in a bubble envelope wrapper rolled into a tube with the fragile items left to sustain further dent into the items themselvesBoth orders came with original packaging which did not look brand newLike most places, samples were given based on their own personal recommendation

I am rejecting Mrs [redacted] response We want to complete your project We don't want you upset We are proud of our A rating with the Revdex.com I have called your phone again at [redacted] *** Every time we have called past and present there is no way to leave a message As you are aware [redacted] went to your home and left a card in the doorThis is simple matter Please have your insurance company honor the [redacted] pricing system that 95% of certified contractors and Insurance carries use , including [redacted] In order to stay in business and back a year warranty we need to get paid by the owner and or Insurance Company They have faulted on communication , and agreements We have not failed at follow up Once we can come to the agreements we will happily proceed We again need you insurance company involvement .Please have your insurance carrier contact us directly as we have faxed , emailed and left messages to the numerous adjusters they pass the claim around toWe have kept on record the many receipts of communication to [redacted] You have the office number as its listed on your contractOr can visit us on our website www.elitesc.net Please call me directly and you and we can discuss the compromise you speak ofWe value our business

Here we go againJust note I offered to dig in to the flashing with the customer up on the roof with me to really find out what the problem is/was but he told me not to worry about itCustomer: First off, Mr [redacted] is making either statements, or is just confused as to the chain of eventsI never saw a 'small leak before last winter'Elite: I'm only going off of what I remember you and your brother telling me the three or four times I talked to you and himSo tell me then, was all this damage done before winter during or after winter? Then tell me when did you call your Insurance company to make the claimAnd please remind me what that story was about that first big snow of the year and not having four wheel drive to get out thereAnd why you told me you did not call anyone after there was too much snow on the roof to make a repair "because the damage was all ready do everything"Elite: But either way you do agree that the roof lasted over two years without a single leakThat means things were correct then and something happened in between the time you and the heating guy that did the chimney sleeve went up thereAnd as I said the extra layer of tar you put up there at the bottom of the counter flashing which could have held or still be holding water back because it cannot escape and drain as it should beAlso I'm glad you now agree (because your brother was up there with me spraying the hose) that after running the hose all around the chimney we could not get the roof or the counter flashing to leak(And yes I understand you were saying the first crack above the counter flashing is one of the cracks that is leaking) there was no way to only spray that crack so we had to spray the entire first brick and soak that areaI also sprayed the hose directly into the counter flashing backwards to mimic a tornado for your brotherCustomer : secondly, I did not go up to patch the chimney because it was leaking as Mr [redacted] states, Elite: OkThe only thing that bothers me about that statement is the fact that you put tar all around the chimneys step flashing at the roofline and closed up the bottom of the copper counter flashingAnd now your saying you did that before the roof started leaking? Why would you mess with something that was not leaking by doing that? If some one tared the back air vents on their TV and it over heated would you still warranty the TV? So you know, your not supposed to seal a weap holeI understand you have experience installing TVs antennas but step and counter flashing is a different animal and that is not needed there and can cause a water back up if the brick is porous.Customer: and thirdly, I did not see the roof leaking and then let it go all winterRe-vist my original complaint for the correct chain of eventsElite: I did re-look at the emails and you are correct, but I was remembering the conversations I had mainly with your brotherI also want to make sure everyone reading this knows you guys closed the door to the place after the first snow or so and did not check on the place until all the snow was meltedSo no one was there all winterOr if they were they made no effort to stop the water that was coming in or call someoneSo all this damage either happened from one storm or from an ice damIf not why has still nothing been done to stop the water from coming inAgain I'm only here to helpIf it is my fault then I am the one to blame, but when I'm not allowed by you to pull it apart then I (and maybe even you) will never truly know if it was step flashing, counter, the cracks in the chimney or the failing mortar and or porous brickCustomer : I give credit for Mr [redacted] making an attempt to find the leakHe came up on a Sunday and worked there for no charges while my Brother was thereHe came back with his findings that the problem was not his doing and told me the leak is above the first course of bricks on the chimneyElite: now you are putting words in my mouthI know you do remember me telling you I cannot confirm or deny the exact problem without pulling it apart to look at itI will agree that I told you that after running a hose up there for over an hour I am 95% sure it is not our ice and water, step flashing, counter flashing or shingles that is leakingcustomer: Being in the service business, I understand how a company can get blamed for something unrelated to their work simply because 'they were the last one there'He later volunteered to silicone the chimney as a temporary fix,Elite: I don't believe that siliconing the chimney (as should be done every five years) would be a temporary fixIf you would allow me to do that that it would prove that it was the chimney being porous and not the counter or step flashingThat is the reason I would like to seal the chimney and then put a sprinkler system on the roof for two days to see if any water comes inIf at that point no water comes in then this would not have to be my first bad review in over years and roof doneThat is why I am answering all these questions the best I can to keep my credibilityThe last thing I want is someone upset with my work or not allowing me to fix a problem I caused.Customer: and asked me if there was anything he could do, but I declined telling him it's insured and I was in the final stages of contracting another firm for the restorationElite: YepThat was really nice of youYou basically said to me, some one who's trying to do everything he can for you, no thank you [redacted] an insurance adjuster and two contractors that did not even lift one shingle or piece of counter flashing or run a hose to see where the water would come in said there's a problem under there and it's the roofers faultCustomer: I think it comes down to believably and trustMy Brother, who was also there during Mr [redacted] test, claims the water started leaking right at the top of the chimney flashing where it is cemented into the brick, not after the first course of brick.Elite: I agree with thatThat is also what I was saying to you that daySo you are the one that misunderstood meThat is also a spot that should be sealedRemember for two years not one leak after we did the jobAnd the counter it self is not leaking, it is above the counter you just wroteThe thing you were calling a crack is where that copper was built into the chimney that is now porousReread your comment aboveYou just stated from the counter down is fineFrom the counter above is not fineYou just said it is leaking above the counterSo I'm off the hook thenWe were contracted for the roof not the chimneyIf your brother is saying it is leaking above the counter then thank you for agreeing with me and letting me off the hookThat is saying it is the mortar, that and anything above it is the chimney leakingNot the roof or step or counterCustomer : I believe if the flashing was replaced, the problem would have been averted, but that is strictly my opinion, right or wrong.Elite: do you understand if we took the good copper and ripped it out from the chimney it was built right into we would then have to grind more mortar out to simply push new lead into the chimney and then make a repair like you did to seal that New lead inIf the chimney was going to get a full rebuild or repoint then I would say yes at that point to go ahead and change the counterI'm happy and sleep well at night knowing the other roofs we did have no problemsCustomer: I don't believe the few small cracks in the mortar caused the large volume of water needed to cause the extensive interior damageElite: first off I am glad you acknowledge you have cracks in the mortar on the chimney One other thing that is funny about that is I also mentioned ice damning could have caused all these problemsWhen I went with the hose for the first minutes I was talking with your brother there he assured me I was not going to be able to get any water to come into the house with the hoseHe told me it needs to rain for at least two or three hours straight heavy to show any water inside(that would also point me to a porous chimney) He also said there has not been any leaks since winter that he knows of.Customer: I may know more in a month when the restoration takes place, however, at this time, it's an educated guess, not a factMr [redacted] claims the flashing was not replaced because it was good and it's not the problemI'm not a roofer, so I don't really know, but I personally do not feel comfortable contracting [redacted] for any repairs.Elite: They may find out why or why not the water came inBut I'm sure they will re-point or rebuild the chimney because it is definitely time for thatCustomer : I'm not trying to disparage Elite's reputation...at this point,Elite: no? With a nasty review saying I didn't get out there fast enough after you called me months after you found the leakThen blame me for the leak and damage before the problem area has even been opened upcustomer: I really don't know who to believeI am hopeful that after all the repairs are completed over the summer, that the problem is solvedArrive at your own decision from the complaint Buyer bewareElite: YesPlease, buyer beware of the troubles I went through to try and satisfy this customerAnd the time I took to try and get to the bottom of his problem for himPlease be aware that I always do everything I can to do the job right and stand behind my work

[redacted] Please note the above claim has been resolved.Thanks- [redacted]

I the owner have personally dealt with the property owner and all issuesAll issues have been correctedRoof has passed city inspectionProperty owner has received refunds for damage garage and gable wood ornament trim, per his instructionsWe are currently in the process of refunding any
overages of payment less city code required up gradesThis will be completed and mailed Monday 9/to the owner
The owner has verbally and through sms communication agreed to remove the complaint in a timely mannerI have contacted the owner and left a voice mail on 9/@am MST and am waiting on a call backI will also confirm here his refund payment of a few hundred dollars that has been cashed by the owner once our banking institution has confirmed clearance
Elite management staff also has been in contact with local authorities on claims made by this ownerThey have informed us that the final two complaints are with to many variables to accuse one entityWe will continue to work with themThe home owner has also refused such an offering to fix this small issue and is choosing to file a claim with his own insurance companyWe find these reasons ethically questionable.
Elite will continue to pursue timely and agreeable resolutionIf non can be made we will take our own legal action to protect the companies name

Complaint: ***
I am rejecting this response because: Mr*** will never be convinced of the actual events, and I won't be convinced that leaving the original year old flashing on the chimney was the proper way to replace a roof...at least not until someone other than Mr*** informs me that the water damage came from the chimney because it became porous.I don't know why Mr*** has so much trouble with the chain of events because I've told him several times in e-mails like this one (which corrected his version), copied from 5/4/15:'My Brother noticed the damage to the ceiling in mid to late January…he doesn’t remember the exact date,(nor do I), but he told me the ceiling had leaked and there were streaks of water on the walls and water stains all over the carpetI remember telling him there’s nothing anybody can do now because the damage is already done and there’s feet of snow on the roofMy Brother maintains he saw the damage before any of the big snows this winterHe checks on the place every couple weeks during the winter, but no one is there 24/Since it’s on a dirt road and I don’t have an all wheel drive car, I personally saw the damage late February-early March, and then immediately contacted the insurance companyI contacted you today after meeting with the insurance adjuster a couple weeks ago and one of the builders this past Saturday, after I was told to get estimates for repairing the roof and all the inside damagesI think this more accurately describes the chain of eventsI appreciate your concern, ***'Yes, there was no effort by me to correct the leak from when it was first discovered by my Brother in January until I saw it in late FebruaryIt was a bad winter with snow on the roof, the dirt road was impassable for my car, and all the damage was already doneI don't see what that timing has to do with anything.In conclusion, I don't see any point in further discussionI have contracted a company to repair the problemI will rescind my complaint IF after the restoration work is completed, I am informed that the chimney is porous and was the cause of the water damageUntil that happens, I will continue to believe that if the old flashing was replaced properly, the water damage would have been averted.Sincerely,
*** ***

*** *** ** *** ***
*** *** ***
*** *** *** ** *** ** *** **
*** *** *** *** * *** *** *** *** *** *** *** I am notifying you that as of the evening of May 30, the complaint I made against Elite Construction was totally resolved.*** ***

Complaint: ***
I am rejecting this response because: I have reservations about believing *** ***'s findingsFirst off, Mr*** is making either statements, or is just confused as to the chain of eventsI never saw a 'small leak before last winter'secondly, I did not go up to patch the chimney because it was leaking as Mr*** states, and thirdly, I did not see the roof leaking and then let it go all winterRe-vist my original complaint for the correct chain of eventsI did tell Mr *** that I did go up on the roof to secure any cracks in the chimney last October-November, not because I saw water leakage, but because I was having a new furnace installed, and I wanted to cover any cracks I saw, before the furnace was installedI thought the entire top was going to be covered with the stainless steel insert that they run down the flue(the installer just capped and sealed the individual flue instead of the entire top as was done at my Mother's home.) If there had been water damage then, I would have notified my insurance company at that point and proceeded with the repair...why would I wait until the Spring? There simply was no 'small leak' leading up to a bigger leak as Mr*** wants to suggest.
I give credit for Mr*** making an attempt to find the leakHe came up on a Sunday and worked there for no charges while my Brother was thereHe came back with his findings that the problem was not his doing and told me the leak is above the first course of bricks on the chimneyBeing in the service business, I understand how a company can get blamed for something unrelated to their work simply because 'they were the last one there'He later volunteered to silicone the chimney as a temporary fix, and asked me if there was anything he could do, but I declined telling him it's insured and I was in the final stages of contracting another firm for the restoration.
I think it comes down to believably and trustMy Brother, who was also there during Mr*** test, claims the water started leaking right at the top of the chimney flashing where it is cemented into the brick, not after the first course of brickI believe if the flashing was replaced, the problem would have been averted, but that is strictly my opinion, right or wrongI don't believe the few small cracks in the mortar caused the large volume of water needed to cause the extensive interior damageI may know more in a month when the restoration takes place, however, at this time, it's an educated guess, not a factMr*** claims the flashing was not replaced because it was good and it's not the problemI'm not a roofer, so I don't really know, but I personally do not feel comfortable contracting *** *** for any repairsI'm not trying to disparage Elite's reputation...at this point, I really don't know who to believeI am hopeful that after all the repairs are completed over the summer, that the problem is solvedArrive at your own decision from the complaint Buyer beware.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I have reservations about believing *** ***'s findingsFirst off, Mr*** is making either statements, or is just confused as to the chain of eventsI never saw a 'small leak before last winter'secondly, I did not go up to patch the chimney because it was leaking as Mr*** states, and thirdly, I did not see the roof leaking and then let it go all winterRe-vist my original complaint for the correct chain of eventsI did tell Mr *** that I did go up on the roof to secure any cracks in the chimney last October-November, not because I saw water leakage, but because I was having a new furnace installed, and I wanted to cover any cracks I saw, before the furnace was installedI thought the entire top was going to be covered with the stainless steel insert that they run down the flue(the installer just capped and sealed the individual flue instead of the entire top as was done at my Mother's home.) If there had been water damage then, I would have notified my insurance company at that point and proceeded with the repair...why would I wait until the Spring? There simply was no 'small leak' leading up to a bigger leak as Mr*** wants to suggest. I give credit for Mr*** making an attempt to find the leakHe came up on a Sunday and worked there for no charges while my Brother was thereHe came back with his findings that the problem was not his doing and told me the leak is above the first course of bricks on the chimneyBeing in the service business, I understand how a company can get blamed for something unrelated to their work simply because 'they were the last one there'He later volunteered to silicone the chimney as a temporary fix, and asked me if there was anything he could do, but I declined telling him it's insured and I was in the final stages of contracting another firm for the restoration. I think it comes down to believably and trustMy Brother, who was also there during Mr*** test, claims the water started leaking right at the top of the chimney flashing where it is cemented into the brick, not after the first course of brickI believe if the flashing was replaced, the problem would have been averted, but that is strictly my opinion, right or wrongI don't believe the few small cracks in the mortar caused the large volume of water needed to cause the extensive interior damageI may know more in a month when the restoration takes place, however, at this time, it's an educated guess, not a factMr*** claims the flashing was not replaced because it was good and it's not the problemI'm not a roofer, so I don't really know, but I personally do not feel comfortable contracting *** *** for any repairs.I'm not trying to disparage Elite's reputation...at this point, I really don't know who to believeI am hopeful that after all the repairs are completed over the summer, that the problem is solvedArrive at your own decision from the complaint Buyer beware.
Sincerely,
*** ***

I as the homeowner was told by more than one representative of this compnay I would not come out of pocket for anything the insurance compnay would not pay for and contract appeared to state the sameAfte well over a month I was able to get refunded on jobs that were not completed less the amount that the insurance company did not coverI came out of pocketAuthorities were only reported to about one incidentNO ONE has offered any compensation on this matter that "has to many varibles to accuse one intity" although I had a roofing job done and there are now sealed valves stems with roofing nails in my tiresAround $in repairs need to be done to vehicle. I am still owed $for the damages to home , trim piece that had nails sticking out was not replaced just nails pulled back thru leaving visable holesJust happy they did come back and make an effort to make things rightMy gutters were put back on and looks professionalI am not in anyway trying to slander this company and everything stated is just the truth

To Whom It May Concern: Re: *** & *** *** *** *** ***
*** *** *** In response to the
complaint listed above, Elite has been in contact with Mr& Mrs*** in regards to this situationOn 10/13/we received a payment in the amount of $2,from the ***'sA partial payment is due prior to start of install with all of our client'sElite has and is doing what is necessary to start and complete the scope of work that is stated on the signed proposal and contractElite has reached out to installers to schedule date for install but there has been weather permitting issuesFrom the date of contract signed we typically schedule installation 2-weeks out. 2-weeks from the date of signed contract we have not had good weather to start and complete this jobWe have made the customer aware that if this is not going to be the avenue they take we will gladly reimburse the funds that we have received from them in then amount of $2,100.00. As of today 12/9/we are awaiting response from Mr& Mrs*** as to what direction we will go moving forward.Regards,

Complaint: [redacted]
I am rejecting this response because: Mr. [redacted] will never be convinced of the actual events, and I won't be convinced that leaving the original 40 year old flashing on the chimney was the proper way to replace a roof...at least not until someone other than Mr. [redacted] informs me that the water damage came from the chimney because it became porous.
I don't know why Mr. [redacted] has so much trouble with the chain of events because I've told him several times in e-mails like this one (which corrected his version), copied from 5/4/15:
'My Brother noticed the damage to the ceiling in mid to late January…he doesn’t remember the exact date,(nor do I), but he told me the ceiling had leaked and there were streaks of water on the walls and water stains all over the carpet. I remember telling him there’s nothing anybody can do now because the damage is already done and there’s 2 feet of snow on the roof. My Brother maintains he saw the damage before any of the big snows this winter. He checks on the place every couple weeks during the winter, but no one is there 24/7. Since it’s on a dirt road and I don’t have an all wheel drive car, I personally saw the damage late February-early March, and then immediately contacted the insurance company. I contacted you today after meeting with the insurance adjuster a couple weeks ago and one of the builders this past Saturday, after I was told to get estimates for repairing the roof and all the inside damages. I think this more accurately describes the chain of events. I appreciate your concern, 
[redacted]'
Yes, there was no effort by me to correct the leak from when it was first discovered by my Brother in January until I saw it in late February. It was a bad winter with snow on the roof, the dirt road was impassable for my car, and all the damage was already done. I don't see what that timing has to do with anything.
In conclusion, I don't see any point in further discussion. I have contracted a company to repair the problem. I will rescind my complaint IF after the restoration work is completed, I am informed that the chimney is porous and was the cause of the water damage. Until that happens, I will continue to believe that if the old flashing was replaced properly, the water damage would have been averted.
Sincerely,
[redacted]

I am rejecting Mrs. [redacted] response . We want to complete your project . We don't want you upset . We are proud of our A rating with the Revdex.com.  I have called your phone again at [redacted] . Every time we have called past and present there is no way to leave a message . As you are aware [redacted] went to your home and left a card in the door. This is simple matter . Please have your insurance company honor the [redacted] pricing system that 95% of certified contractors and Insurance carries use , including [redacted]. In order to stay in business and back a 5 year warranty we need to get paid by the owner and or Insurance Company . They have faulted on communication , and agreements . We have not failed at follow up . Once we can come to the agreements we will happily proceed . We again need you insurance company involvement .Please have your insurance carrier contact us directly as we have faxed , emailed and left messages to the numerous adjusters they pass the claim around to. We have kept on record the many receipts of communication to [redacted]. You have the office number as its listed on your contract. Or can visit us on our website www.elitesc.net . Please call me directly and you and we can discuss the compromise you speak of. We value our business.

Here we go again. Just note I offered to dig in to the flashing with the customer up on the roof with me to really find out what the problem is/was but he told me not to worry about it. Customer: First off, Mr. [redacted] is making either false statements, or is just confused as to the chain of events. I never saw a 'small leak before last winter'. 
Elite: I'm only going off of what I remember you and your brother telling me the three or four times I talked to you and him. So tell me then, was all this damage done before winter during or after winter? Then tell me when did you call your Insurance company to make the claim. And please remind me what that story was about that first big snow of the year and not having four wheel drive to get out there. And why you told me you did not call anyone after there was too much snow on the roof to make a repair "because the damage was all ready do everything". 
Elite: But either way you do agree that the roof lasted over two years without a single leak. That means things were correct then and something happened in between the time you and the heating guy that did the chimney sleeve went up there. And as I said the extra layer of tar you put up there at the bottom of the counter flashing which could have held or still be holding water back because it cannot escape and drain as it should be. Also I'm glad you now agree (because your brother was up there with me spraying the hose) that after running the hose all around the chimney we could not get the roof or the counter flashing to leak. (And yes I understand you were saying the first crack above the counter flashing is one of the cracks that is leaking) there was no way to only spray that crack so we had to spray the entire first brick and soak that area. I also sprayed the hose directly into the counter flashing backwards to mimic a tornado for your brother. 
Customer : secondly, I did not go up to patch the chimney because it was leaking as Mr. [redacted] states, 
Elite: Ok. The only thing that bothers me about that statement is the fact that you put tar all around the chimneys step flashing at the roofline and closed up the bottom of the copper counter flashing. And now your saying you did that before the roof started leaking? Why would you mess with something that was not leaking by doing that? If some one tared the back air vents on their TV and it over heated would you still warranty the TV? So you know, your not supposed to seal a weap hole. I understand you have experience installing TVs antennas but step and counter flashing is a different animal and that is not needed there and can cause a water back up if the brick is porous.
Customer: and thirdly, I did not see the roof leaking and then let it go all winter. Re-vist my original complaint for the correct chain of events. 
Elite: I did re-look at the emails and you are correct, but I was remembering the conversations I had mainly with your brother. I also want to make sure everyone reading this knows you guys closed the door to the place after the first snow or so and did not check on the place until all the snow was melted. So no one was there all winter. Or if they were they made no effort to stop the water that was coming in or call someone. So all this damage either happened from one storm or from an ice dam. If not why has still nothing been done to stop the water from coming in. 
Again I'm only here to help. If it is my fault then I am the one to blame, but when I'm not allowed by you to pull it apart then I (and maybe even you) will never truly know if it was step flashing, counter, the cracks in the chimney or the failing mortar and or porous brick. 
Customer : I give credit for Mr. [redacted] making an attempt to find the leak. He came up on a Sunday and worked there for no charges while my Brother was there. He came back with his findings that the problem was not his doing and told me the leak is above the first course of bricks on the chimney. 
Elite: now you are putting words in my mouth. I know you do remember me telling you I cannot confirm or deny the exact problem without pulling it apart to look at it. I will agree that I told you that after running a hose up there for over an hour I am 95% sure it is not our ice and water, step flashing, counter flashing or shingles that is leaking. 
customer: Being in the service business, I understand how a company can get blamed for something unrelated to their work simply because 'they were the last one there'. He later volunteered to silicone the chimney as a temporary fix,
Elite: I don't believe that siliconing the chimney (as should be done every five years) would be a temporary fix. If you would allow me to do that that it would prove that it was the chimney being porous and not the counter or step flashing. That is the reason I would like to seal the chimney and then put a sprinkler system on the roof for two days to see if any water comes in. If at that point no water comes in then this would not have to be my first bad review in over 10 years and 600 roof done. That is why I am answering all these questions the best I can to keep my credibility. The last thing I want is someone upset with my work or not allowing me to fix a problem I caused.
Customer: and asked me if there was anything he could do, but I declined telling him it's insured and I was in the final stages of contracting another firm for the restoration. 
Elite: Yep. That was really nice of you. You basically said to me, some one who's trying to do everything he can for you, no thank you [redacted] an insurance adjuster and two contractors that did not even lift one shingle or piece of counter flashing or run a hose to see where the water would come in said there's a problem under there and it's the roofers fault. 
Customer: I think it comes down to believably and trust. My Brother, who was also there during Mr. [redacted] test,  claims the water started leaking right at the top of the chimney flashing where it is cemented into the brick, not after the first course of brick.
Elite: I agree with that. That is also what I was saying to you that day. So you are the one that misunderstood me. That is also a spot that should be sealed. Remember for two years not one leak after we did the job. And the counter it self is not leaking, it is above the counter you just wrote. The thing you were calling a crack is where that copper was built into the chimney that is now porous. Reread your comment above. You just stated from the counter down is fine. From the counter above is not fine. You just said it is leaking above the counter. So I'm off the hook then. We were contracted for the roof not the chimney. If your brother is saying it is leaking above the counter then thank you for agreeing with me and letting me off the hook. That is saying it is the mortar, that and anything above it is the chimney leaking. Not the roof or step or counter. 
Customer : I believe if the flashing was replaced, the problem would have been averted, but that is strictly my opinion, right or wrong.
Elite: do you understand if we took the good copper and ripped it out from the chimney it was built right into we would then have to grind more mortar out to simply push new lead into the chimney and then make a repair like you did to seal that New lead in. If the chimney was going to get a full rebuild or repoint then I would say yes at that point to go ahead and change the counter. I'm happy and sleep well at night knowing the 600 other roofs we did have no problems. 
Customer: I don't believe the few small cracks in the mortar caused the large volume of water needed to cause the extensive interior damage. 
Elite: first off I am glad you acknowledge you have cracks in the mortar on the chimney.   One other thing that is funny about that is I also mentioned ice damning could have caused all these problems. When I went with the hose for the first 30 minutes I was talking with your brother there he assured me I was not going to be able to get any water to come into the house with the hose. He told me it needs to rain for at least two or three hours straight heavy to show any water inside. (that would also point me to a porous chimney) He also said there has not been any leaks since winter that he knows of.
Customer: I may know more in a month when the restoration takes place, however, at this time, it's an educated guess, not a fact. Mr. [redacted] claims the flashing was not replaced because it was good and it's not the problem. I'm not a roofer, so I don't really know, but I personally do not feel comfortable contracting [redacted] for any repairs.
Elite: They may find out why or why not the water came in. But I'm sure they will re-point or rebuild the chimney because it is definitely time for that. 
Customer : I'm not trying to disparage Elite's reputation...at this point,
Elite: no? With a nasty review saying I didn't get out there fast enough after you called me 4 months after you found the leak. Then blame me for the leak and damage before the problem area has even been opened up. 
customer: I really don't know who to believe. I am hopeful that after all the repairs are completed over the summer, that the problem is solved. Arrive at your own decision from the complaint.  Buyer beware. 
Elite: Yes. Please, buyer beware of the troubles I went through to try and satisfy this customer. And the time I took to try and get to the bottom of his problem for him. Please be aware that I always do everything I can to do the job right and stand behind my work.

[redacted]Please note the above claim has been resolved.Thanks-[redacted]

While Elite Construction strongly disagrees with the complaint and it's content,  we wish nothing but the best for the [redacted] household.  Attached, please find an Agreement to Disolve Contract.  At no point moving forward, will the [redacted]'s be contacted by Elite and/or it's...

affiliates or sub-contractors.  
Thank you kindly.
Respectfully,
[redacted]
Elite Construction, President

hello and thank you for reading the complaint from my customer and now below is what I have to say about it all.Customer’s Statement of the Problem:Customer. I contracted [redacted] in October 2012 to replace a roof on my Dad's lake house in [redacted]. Elite A. That is...

correct.Customer. The contract stated 'Flashing' was to be replaced Elite A. Yes and all step flashing was replaced but we did not change the counter flashing because there is no reason to rip out copper flashing that was built into the chimney that is in great shape just to change it. The original copper was lifted up, ice and water was applied all around then step flashing was applied as needed in between shingles and the copper was then pushed back down and sealed. I do not believe the roof is leaking at that area and that is why I asked the homeowner to meet me out there with a hose so we can spray that area of copper and step flashing and see if it is leaking. When the homeowner was able to meet me at the home  5/31/15 we ran the hose on the shingles, step flashing and counter flashing the roof did NOT leak.  He stated that it did not leak for the first two years after we did the job (typically from my experience improper flashing would leak within the first  good rain storm or the first month or at the very least within the first year depending on wind driven rain and/or ice buildup) but then noticed a tiny leek before last winter and did not call us at that point and then did not go back to the house for four months or so through the winter to look at that leaking area. Another thing that's funny is there's leaks 360° around the entire chimney. If there had been one corner leaking I could understand maybe it being a flashing issue but since it is 360° all around the chimney I've never seen flashing fail all the way around at one time. But I have seen a chimney leak all the way around when it was porous and letting water in this also typically gets worse during the winter when a little water goes in and then freezes and expands those cracks around the the brick. When I went there to the home after I heard of the problem I seen some temporary repairs on some of the cracks in the brick also a sign of a porous chimney because there was cracks and someone tried to repair them. On 5/31/15 after speaking with [redacted] he stated that he tried repairing the porous chimney/cracks in the bricksCustomer. along with the asphalt shingled roof...also the contract states 25 year labor warranty. This past winter the house suffered major water damage totaling approximately $27,000 from leaks around the main room's center chimney. The wood ceiling, wall, and carpet are all destroyed. A. Please note, up until and even passed this point I was never contacted once. After the homeowner saw the leak he did not contact me. He let it go all winter, then a few months past winter he had other people look at it (insurance adjuster and other contractors) instead of calling me first.   If you ask me that's about the worst decision the customer could have made. When I told him that, he said he didn't think it was the roof at first but then was told it was by the other contractors. He also stated he went up there and made some repairs to some of the cracks in the mortar because he thought it could have been those causing the leak.  Please email me at [redacted] for pictures of before during and after of this job to see for yourself the job we did and the shape of the chimney due to not taking care of the mortar by sealing it every 5-10 years. And also please take note that your chimney and top wash should be checked every 2-5 years or so to make sure it is not cracking and or porous.  Customer. After calling my insurance agent in March 2015, and getting quotes from builders around May 1 2015, I was informed the problem originated from the chimney flashing and installation of shingles surrounding it. They told me that when roofs are replaced, they recommend new flashing, and this house had the old copper flashing which was not replaced. A. When copper is in good shape and built into the chimney I see no need to rip out perfectly good chimney counter flashing apart. I still believe it is not leaking at the shingles or the step flashing, I know there is ice and water underlayment in that area and the counter flashing was in great shape. may 31 2015 I have proved that there is no leaking around flashing or shingles by putting the hose on areas for 20 minutes straight.  I still do not believe that two contractors would assume it's improper flashing without simply lifting up the counter flashing to take a look underneath.  I wanted to take the area apart to assess the problem the correct way and for some reason the homeowner asked me not to.  With the pictures I have of the porous chimney with cracks in it I do believe that is where the water is coming in.  I also have video of running the hose on top of the shingles step and counter flashing and then going inside with video with no leaks coming in home.  Customer. My contract stated new flashing. I then contacted [redacted] owner [redacted] on May 4, 2015 to get his side and to see if there was any warranty. He initially seemed concerned, and said he'd look at the roof on 5/4 or 5/5, and then again on 5/8, but has done nothing to this point, (5/11/15), other than send me photos of the job being done in 2012.Elite A. I went out to the home on 5/11 and examined everything I could from the outside of the home. (No one lives there) I really do believe the porous chimney and old cracked mortar joints are what has let the water in and I could not see anything wrong with The step flashing, old copper counter flashing or shingles. Customer.  I don't really know what his "25 year labor warranty" covers that is stated on the contract.Elite A. That covers any problem due to improper installation of the roof or any material stated in the contract. We pride ourselves on doing a perfect job on every job and if there ever was a problem I would want to fix it for anyone immediately. If you do not believe that anyone reading this can call me right now that [redacted] and you will see how fast I answer the phone. I answered every call that comes in personally and I have over 600 roofs under my belt without problems. Go ahead and give it a try. I am always here 24 hours a day if anyone needs me. Customer.    I feel a new roof should last longer than 2+ years, and that his failure to properly prepare the chimney area and install new flashing on the chimney led to the water damage of the home.Elite A.  When we met at the home on 5/31/15 I determined that this is definitely a porous chimney problem and cracking to chimney mortar that is causing the leaks into home.  That is why you had no leaks for 2 years since roof was replaced. This is not at all a flashing problem or defective roof.. You need to repoint or rebuild your chimney and keep it sealed so you do not let any water in. And as I stated to you I would be more than happy to double check any thing to do with the ice and water protection, shingles, step flashing or counter flashing.

Complaint: [redacted]
I am rejecting this response because: I had already figured out that this was probably the reason for no gutters. I don't remember if I marked that I wanted an apology or not. There were several things I wanted.  But mostly I want an acknowledgment on the part of Elite Construction that they were not forthright with me. The paper says I got gutters and I didn't. I have had no word from them. I don't like the whole game that seems to have to be played in getting repairs through an insurance claim. However, this company assured me up front that they were personal and local and would take care of it all. They put forth many possibilities, as did the insurance adjuster, on damage that might be taken care of. I got a roof and all kinds of words on why it cost as much as it did. A simple statement to me that the gutters were still being negotiated would have been the least that should have been done. It is more their customer service I am complaining about that the gutters. And I also have a compromise in mind, if there had been the least bit of conversation.
Getting more irritated by the day,
[redacted]