Feazel

The customer called in stating that he had two leaks and was noticing a hole in the plywood decking. We scheduled a date and time for a Feazel technician to complete an inspection of the area. Feazel installed the roof in 2009 and provided a 5 year labor warranty on the roof. Our technician found...

that there was some moisture in the attic space and that the attic was not drawing air from the soffits. The technician on site also noted that he wanted to install apron flashing and new step flashing along a wall. All of this work is above and beyond the warranty that was originally offered to the customer but it an effort to provide good customer service and a quality roof, our technician submitted a work order to complete the listed items at NO FEE to the owner. Unfortunately the weather has been less than ideal to complete roof repairs of this nature, with the winter and rains we have had. This scope of work is scheduled to be completed on 4/19/18.

I am rejecting this response because: The total statement is not entirely correct and because the statement is not entirely correct I cannot accept the response. It is true that I call them on 09/22/2014 and a representative came out on 09/26/2014 however I was told there was nothing that Feazel would do because the 5 year warranty expired May of 2014. I informed the rep that I wanted them to know that the poor workmanship of the installation now has my soffit sagging in the center. I never considered the matter 'closed' hence the filing of this complaint with the Revdex.com as again the Feazel respresentative stated there was nothing they could do. How can they state I was not 'satified' when the reason for the call after 5 years was to show them the sagging soffit. 
The statement that I apologiized for filing this complaint without first seeking retribution from the company is not correct as the call on 09/22/2014 was me first contacting the company before filing the complaint.
On the second inspection from Feazel I shown the representative one house next to mine on the left that had the same installaion done almost 15 or more years and that soffit was not sagging and then shown him the house on the other side of mine on the right who just have the same installation done with summer and the soffit was not sagging. There were no spacers between the original soffit and the new material to be nailed to which would have kept the soffit from sagging. Which is what I believe is the problem.
Th Feazel representative suggested in order to get this complaint closed he would have one of they contractor come out for free in a timely manner and review the soffit and provide possible options to correct the sagging. Depending on the options and the cost estimate they can correct the problem I would consider closing this complaint with the understanding another complaint will be submitted if not satisfeid.
If you want to close this complaint to give them the opportunity to provide me with the options in a timely manner feel free to just knowing another complaint will be filed if they cannot fix the soffit reasonably. 
Regards,[redacted]

Feazel has been sent a letter from me that they have not apparently examined as of yet.  That letter (copy also sent to Revdex.com in Columbus over weekend) details my expectations as well as outlines the time I have to give up to deal with them.  The gutters were finally completed (this cost me one of the three days in my letter because of all the re-arrangements I had to make).Regarding the vents, their salesman (Shane), on the agreement, clearly states they were going to put roof vents in.  In more than one call I made to them I asked what their plans were for installation of the vent(s) and to date there has been no follow up on their part.If the gutters are so unusual, they should have told me they didn't know how to do that kind of work whilst we negotiated the agreement.  There are a number of homes in my neighborhood that have the "half round gutters" and further, any it could have looked at the work and seen that they were not installed correctly (downspouts sticking up inside the gutter, in some cases 1/2 inch so the water would have no where to drain as would be expected.Net, the letter I sent to Feazel's Cincinnati office (cc to Revdex.com and Ohio Attorney Generals Office) details what went wrong, what is still missing and the time it cost me over the four month period dealing with them.Hope this helps.  Thank you for your kind assistance in resolving the matter.
Regards,
James [redacted]

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

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.Ross A[redacted], [redacted] of Feazel Inc, contacted me by phone as soon as this issue reached his desk. He promised to send me a check for the entire amount to replace and install the gutter helmets, and today I received the check.  I appreciate his honesty and integrity in resolving this matter.

We're very sorry that the customer had these issues, and have since been in contact to resolve the issues mentioned in the complaint. The customer has been successfully contacted, scheduled, and Feazel will perform these repairs at no cost to the customer. In the attempts to contact the...

customer sooner, there was some confusion as to which number on file was the customers daytime phone number. Because of this, Feazel initially experienced some difficulty in returning the customer's calls. After clarifying with the customer, there was success in contacting and making arrangements to fix the repairs mentioned in the complaint.  Again, the customer has been contacted and scheduled since the complaint was filed to receive repairs free of charge. Thank you.

We're very sorry that this customer has a multitude of issues with our services. Since the complaint was issued, our Project Manager has been out to discuss solutions with the customer.We have removed the the original crew who was assign to the job, and assigned a new crew to complete the work in...

efficient and timely manner. Since then, the customer has received daily updates on the work being completed.A Feazel Project Manner is scheduled to meet with the customer on Tuesday, 6/13 for a final walkthrough to ensure his satisfaction.We sincerely apologize for the issues the customer experienced and are taking every step possible to address his complaints and reach his desired settlement.Thank you.

We appreciate the customer's time and willingness to submit a complaint. By doing so, the customer brought matters to our attention where we failed to meet expectations. We have been in contact with the customer, and agreed to pay the entire requested amount as part of our error in this particular...

project. We apologize for the miscommunication and negligence on our part, and seek to resolve the issue by any means to ensure the customer's satisfaction. The customer should be receiving the requested amount in the next few business days. Thank you.

Per a telephone conversation with the homeowner, all issues have been resolved & the customer is completely satisfied.

We apologize to Mr. [redacted] that the process of replacing his roof & gutters wasn't smoother. We certainly acknowledge that there were a couple of scheduling delays with this project. One delay was due to weather & the other delay was due to the fact that the home has a very uncommon type of...

gutter system that has to be attached under the roof shingles. We also acknowledge & apologize for the fact that some of the workmanship on the specialty gutter system was not up to par & had to be corrected. It was our understanding that all of these issues had been resolved to Mr. [redacted]'s satisfaction. Regarding the question with the venting, it's not clear to me at this time exactly what Mr. [redacted] is asking for. However, we stand ready & willing to add or remove vents in order to resolve that issue.Regarding Mr. [redacted]'s demand for a very large discount, we would need more information to make an informed decision but we are always willing to listen, with an open mind, to any reasonable offer. Perhaps Mr. [redacted] could provide some documentation to support his claim of lost wages. We would also request that he provide some documentation for the hourly rate valuation.P.S.I would also like to note that our office is closed for the holidays & I am out of state until later this week. Mr. [redacted] is welcome to contact me on my cell phone at ###-###-#### or, I will attempt to contact him directly when I return to Ohio.

First of all, I explained to this young lady as I do to each and every one of our customers that we guaranty 100% satisfaction before final payment is due for any project.   After we were finished with the work for this customer our secretary called to ask for payment at which point she...

indicated that she was not entirely happy with the way the new aluminum trim around her front door and garage looked.My service manager and I drove to her home that day to look at the work and to ask what we needed to do to satisfy her.As soon as I pulled into her driveway she stormed out of her front door screaming, yelling directly at me using explitives the entire time including the "F" word! In my thirty year career I have never been talked to by anyone like that and was a bit taken a back by the experience.  I explained to her that I was there to help and do whatever I needed t to make her happy. I asked her to stop screaming at me or I woul leave. She continued being belligerent so we got back into the truck to leave.She then motioned for me to stop and calmed down. Finally I agreed to re install all new trim work for her once again and used the best Metal trim installer I had at mu disposal to redo the work. Once finished she paid us and stated that the new work was beautiful and that she was extremely pleased. Almost an entire year later She calls us demanding a full refund for all of the work we did because the weather stripping on her garage door was beginning to warp and said that it was because we do terrible work and use garbage materials.  The fact is that there are not many manufacturer's of garage weather stripping and that workmanship had absolutely nothing to do with it. I went on to explain to her that on occasions materials may fail and I offered at that time to replace the weather stripping for her when she let us know what kind and color she wanted.She NEVER got back to us with that information. She was and obviously more intent on getting all of her money back than having the weather stripping replaced.  In addition she claims a year later that we installed the new door trim over her doorbell button. We did not and would never do something like that. If there had been a doorbell button we would have removed it, poked a hole through the metal to run the 2 wires through and reconnected it.She also claims now more than a year later that we didn't clean her gutters at that time? Really, the gutters were cleaned spic and span! I saw to it. You do have to clean gutters out more than once every 16 months in order to keep them from overflowing . So she decides to blame us for that as well. These complaints are completely unfounded and untrue! It is very clear to me that this young lady is looking for something for nothing. I would be willing to replace her garage door stripping as that offer still stands or refund to her the cost of the stripping which is about$36.00 and another $75.00 for an hour of labor though the process takes about 25 minutes. I will NOT, however, refund all of the money.

We have been notified by the consumer of their desire to
withdraw this complaint as the matter has been resolved
We did in fact repair a leaking chimney flashing in early
and we received a call on 1-19-alerting us that there's a small area of
leakage in the same vicinityWe have logged a work order and will perform
additional repairs as soon as the weather allowsAdditional repairs will be
performed under our workmanship warranty and there will be no additional charge
to the homeowner

More than five years ago, Feazel did install soffit and fascia
to this customer’s home with a five-year warranty. The call we received on 9/22/14,
several months after the warranty expired, was the first time this customer
notified Feazel of any concerns of the status of the work performed or...

the
material installed. Upon initial call from the customer, the warranty status
was discussed and the customer acknowledged and agreed that the work in question was currently out of warranty. Additionally, the customer understood that any
work needed moving forward would require an estimate for time and material.
With understanding from the customer, a free inspection was scheduled for
9/26/14 where a Feazel representative went to the home to meet with the homeowner
and inspect the work and material in question.
After further inspection, our Feazel representative
concluded that the installation and material did not require any further repair.
After discussing this with the homeowner, it was agreed that no further action
needed to take place and the call was considered “closed”. Feazel had the
understanding that the customer was satisfied that no additional work was
required on the soffit or fascia.
A little more than a week later, on 10/6/2014, Feazel
received this Revdex.com complaint. Feazel did not receive any further communication
from the customer, prior to this complaint, in an effort to obtain a
satisfactory settlement. Had Feazel known that this homeowner was not satisfied
with the original outcome, Feazel would have worked with them to come up with a
satisfactory resolution as is consistent with our high attention to customer
satisfaction and company integrity.
Feazel was very surprised to receive this complaint and
immediately contacted the homeowner to discuss which win-win solution should be
taken to resolve the concerns. Feazel met with the homeowner again and has
agreed to provide an additional, more comprehensive, free inspection to further
investigate and answer all questions and concerns the homeowner has. In a
verbal agreement with the homeowner, it was agreed upon that if it was
discovered that repair work is needed, the expired warranty status would stand
valid and Feazel would prepare an estimate for time and material and the homeowner
would have the choice to either move forward with the repairs with Feazel or source
estimates from other contractors.
At this second meeting with Feazel’s sales manager and the homeowner,
the homeowner apologized for filing a Revdex.com complaint against Feazel without
first seeking retribution directly with the company first. They also stated that they
would request, from the Revdex.com, that their complaint be retracted as Feazel’s timely
response to the situation adequately addressed their concerns.