F-M Exteriors Inc.

Initial Business Response /* (1000, 5, 2015/08/18) */
Mrs***,
Per your conversation with ***, our Operations Manager on 8/17/you expressed concern to cancel our contingent agreement your husband signed on 8/15/Your contact with our company falls within the legal business days
allowed by state law
As a license roofer, we recommend (along with insurance companies) to have your roof inspected once a year for storm damageFM Exteriors offers this service for FREE
(If you choose to have a thorough roof inspection, including your attic ventilation system with a report provided, the cost would be $125.00)
The reason for our clause in our contingent agreement (AI) for the $cancelation fee is to protect our business and our reputationThere have been numerous homeowners who have set out to abuse our FREE SERVICE to take advantage and scam their insurance companies with no intentions of repairing the storm damage to their homesYou could imagine the position this would put us inHomeowners asking us to meet with their insurance company, discuss the damage with the insurance company's adjuster and lead all parties to believe the work will be repaired, than they take the money and use it for other purposes
The homeowner can do whatever they wish with the money allowed by their insurance company but we pride ourselves of our impeccable reputation and do not want that reputation tarnished due to a handful of homeowners who are out to "cheat the system"
We understand your reserve stance but please realize the reason we must have this clause in our agreementWe feel this is just "Good Business"
Your request of cancellation WAS within the allowed timeframeIt has been documented and your agreement has been voided
For the record, in no way did we ever state this was a breach of contract on your part leading to you being responsible of the $cancellation fee
If you have any further question, feel free to call our office and we would be more then happy to answer any questions you may have
We wish you nothing but the best on your home improvement projects

Complaint: ***
I am rejecting this response because:
Mygoodness, where do I begin? Every time I spell out what FM EXteriors did wrong I remember more pertinent information to help my case*** *** is the contact and leading project manager for my jobYes, I was getting impatient before they started and I understand why there was a delay in the beginning due to unforeseen circumstances, including rainI wasn't aware that average hot summer temps kept roofers from working but okay, I can accept that alsoWhat I don't accept is the claim on the concern of "odor" and a claim of denial of access to our atticI was never asked by *** *** or anyone working for FM Exteriors for attic access, nor was my wife or anyone elseI was at work all day each day during the week but my mother-in-law is always at home while we aren't as she watches our three childrenI asked her and she also confirmed FM Exteriors never asked to go in atticI would have gladly told *** *** that he could get in thereAfter the job was done, I mentioned the attic in a phone conversation and he said he'd like to have accessI told him he could go in there to inspect the poor quality work performed by his crews and he told me the crew foreman would ask if it was necessary to go in atticAs far as the "odor", *** never at any point mentioned to me or anyone on my property that he or anyone working for FM Exteriors were concerned about any odorI'm not sure what *** is alluding to but I can only assume it's due to the year old wood and dead animals that crawled into attic through the holes that existed causing me to start on this whole roof repair processAnyone is welcome to go into our attic for whatever work is necessary and that has been made clear from the beginningI have a lot of text messages back and forth on this matter from ***I asked him why they weren't using tarpsThe first crew that came used tarps as stated the very first day they were hereAlso as *** stated, the first crew didn't return for a few work days and then it was a different crew that arrived the next week to once again start workI came home on the day the 2nd crew started work back up and noticed there were no tarps anywhereThe crew was throwing down all removed debris down the sides of my house onto my roof, my yard, and my neighbor's propertyI asked immediately via text message why they weren't using tarpsNot only did I not receive a reply or phone ***l but the new crew never did start using tarps or any type of protection while throwing down debrisThis debris included layers of shingles and a layer of old cedar shake which had nails and all sorts of nasty black dust with itThis debris damaged my metal shade awning covering two windows, my gutters and in addition filled up most of the window sills with black sooty dustThere are still tiny pieces of shingles and wood in both my yard and neighbors house as well as on the sidewalkNo thorough clean up occurred even though *** sent two different crews out two different times after the job was "finished" and they still didn't fix anything and barely cleaned anything upWhen I asked the crew member he sent out he confirmed *** expected him to fix any and all of my issues that night*** *** knew, in advance, that I had a cedar shake roof as I told him this over the phone and as a professional *** inspected my roof two different time prior to installI told *** that I had a cedar shake layer and he put that in the contract so he knew about that layer and he also knew about the decking being badI told *** from the beginning to inspect, repair and replace any and all rotten or damaged wood on my roof so that we could put new shingles up and do it the right wayI told *** on the phone that I was told by another roofer who gave me a quote that I would need all new plywood decking due to the nature of the roof* assured me that his company does this everyday and that there was no new decking needed saying I wouldn't need to pay another dimeThis was not the caseI read the contract and it stated on there that he was to replace and repair whatever damaged wood to a cedar shake layer*** knew of this. I also had the gutter company come out that installed them to see what it would cost to replace/repair the gutters that were just installed weeks before FM Exteriors came alongIn addition I had *** *** Roofing come out to do a quote/inspection so that a professional could give me an opinionJeff Heidorn, of *** *** roofing, did the quoteI asked him to simply tell me what it would cost to make my roof rightI also asked him to inspect to see if Ice & Water shielding were installed, at allYou see, *** sold me on this job by telling me that I had none of this shielding and that it was causing me leakageOtherwise, I was going to wait to put a new roof onJeff inspected my roof and concluded that there was no Ice and Water shielding were installed, at allYou see, *** sold me on this job by telling me that I had none of this shielding and that it was causing me leakageOtherwise, I was going to wait to put a new roof onJeff inspected my roof and conluded that there was no Ice and Water shielding installed at all*** and I also talked a lot about drip edges and he told me that is standard and would be installedJeff, from *** ***, also instructed me that they did not overhang the shingles enough so as to hang into the guttersThe shingles stop right at the edge where the fascia board is and water can go right in between the house and the gutters, rendering my new gutters uselessJeff said you'd have to install a gutter apron or drip apron they ***l it to prevent roof damage from water leakingI was under the assumption that drip edge was to be installed and was told so by ***I will try to attach pictures and the contract that I signed and sent back to *** mentioned not making a mess inside the atticThere is a tremendous amount of garbage/debris that fell through the roof as they were removing the old layersThis debris is still there. In the pics, you'll see some that are overall shotsIn these you can see that there is a lot of granule loss on the shinglesNearly all of them have the ceramic granules rubbed off and it looks like the got tar slopped around the roof alsoJeff, from *** ***, assumes it is from installing them in the intense heatI paid an additional $2,for that specific designer shingle that *** mentioned was special order and took so long to show upThey are LandmarK Platinum Solaris shingles that are supposed to have special heat reflective granules embedded in them*** told me I was the first customer that had ever asked for them from his companyThis concerned me but they were already installing by the point he mentioned thatI want to know why I have to let a company come back out to "fix" the situationFM exteriors already sent to "fix-it" crews here and they left both times with nothing doneI demanded that *** not send back out the guys that did the original work but he sent them out anyway and then again the 2nd time*** told me that was the only crew availableHe never mentioned anything to me about a concern about an odorAny delays were blamed on the heat and logistics so I'm not sure why he would say that.
I'm not sure why I have to keep working with this company if they're going to treat me this wayThings that are not true are being said and things that were supposed to have been done were not and I was lied toNow it's going to cost pretty much the original amount of the install to have my roof done again, so that it's done correctly with all the necessary equipment and materials installedI tried to do my due diligence and have several estimates put together but I've had only luck in having *** *** Roofing companyI arranged a meeting with Platinum Roofing and they no ***l/no showed, as was the case with *** Roofing*** Roofing was also supposed to come out to give me an estimate and to do an inspection on the work done but they said they were busy and haven't ***led me back yetPlease ***l me if you need to talk to me about this matter as that might be easierEither way, I will accept whatever you decide, but I really don't think it's fair to have to let the company that did terrible work and did an awful job trying to remedy the situation do more work on my houseI do not want the same guys that did the bad job here again, everI have every reason to believe this company does not meet expected quality standards and they, in fact, have breached the contractI don't think it's fair FM exteriors added $2,to the bill considering I asked *** on the phone if he saw that because other roofers didHe told me no, that I wouldn't have to pay a dimeMy biggest issue though, is that this job needs to be completely redone and I'd like a full refund to pay another company to do it please
Sincerely,
*** ***

Initial Business Response /* (1000, 11, 2015/10/28) */
We have been out to speak with customerWorking out details
*** ***
President & Owner
F-M Exteriors & Remodeling
Initial Consumer Rebuttal /* (2000, 13, 2015/10/29) */
(The consumer indicated he/she ACCEPTED the response from
the business.)

Many of the issues that has happened to slow down the project has been out of our controlThe CertainTeed Solaris shingles “customer” ordered was a special order productThis was brought to customers attention prior to coming to an agreement with F-M ExteriorsFM Exteriors was told by the
distribution company that we could have shingles by a certain dateOnce the order came to our attention of a later delivery date we contacted customer and even had the distribution company contact the him directly to explain the situationIt was expressed to all parties the customer understood the situation and that this fell on the manufacture not F-M. As for the contract stating only one layer of shingles needed to be removed, the only way to of foreseen that there was layers of asphalt shingles and layer of cedar shake attached to a very bad decking would have been to cause damage to the customer’s roof by peeling back the old roof leaving the residence exposed to the elementsF-M requested permission to access the attic but was adamantly denied so we had no other way to provide an accurate determination of roof layersIt was brought to the homeowners attention that more layers could, very well exist and we won’t know until we tear into roof since we were denied attic accessOnce we had all the material and crew on site, we did find extra layers that needed to be addressedCustomer was notified and given the price of an additional $2,This was an unforeseen change order and could have been eliminated by allowing F-M access to the attic as we requested. The day work was started, it is common practice to lay out tarpsTarps were laid down on the right elevation of home in neighbor’s yard with the neighbor’s permissionSeveral crew members working the initial day were overcome by the heat and a suspicious “odor" that came from your attic after removing the wood shake roof and they did not feel safe moving forward and refused to come back to the propertyThe second crew we sent out had the same complaints about the “odor” from your attic, but knew we had a dumpster on site for a limited time to complete the tear off so they finished the tear off and replacement of your deckingRemoval of layers of asphalt roofing plus wood shake along with having to reinstall the entire roof decking took extra time due to the nature of the existing roofing materials condition as well as extra caution taken to prevent roofing debris/material to fall into the attic area or to cause damage to the “steel studded room and lamps” in the attic space. We then had a third crew come and install shingles, edge vents on sides, ridge vent, and flashing. The home is well over years old and the existing trusses were hand-made causing imperfections in the layout of the roof lineThe roof decking is only as good as its foundation/roof trusses and F-M took every necessary action to minimize the ‘waviness'We stress, these are not factory made trusses but custom, hand-built over years ago We have been in constant contact with customer to resolve above concerns but was told to not proceed until a mediator became involved (Revdex.com)We don't understand why this took place since we were fully cooperating to resolve any and all issues. Being in business for almost years, we stand behind our work 100%Our roofing practices follow and accede all National Roofing Contractor Associating (NRCA) guidelinesWe have every intention to resolve any issues our customers may have. We have requested a written “punch list”, not just photographs, to resolve customer’s discrepancies and to this date have not had response to our email, text message and voice message to proceedBy law, we have every right to correct these discrepancies to fulfill our side of the agreementAnything other, by either parties, could be considered “breech of contract”

Due to administrative challenges within our business, we failed to accommodate Mr. [redacted] request. Changes were immediately implemented and since than we have been in constant contact with Mr. [redacted] and are fully prepared to address his warranty issue.Our goal is to correct any and all concerns Mr...

[redacted] may have and affirm he made the right choice by hiring our company for his roofing and storm damage needs in 2012. We are confident Mr. [redacted] will be happy with the end result.