Ferguson Roofing Co

Initial Business Response / [redacted] (1000, 5, 2015/08/31) */ The Revdex.com only allows for characters in a response to a complaintThat would not be enough to navigate the inaccuracies, confusion, imagination and misrepresentations in this complaintThe only noteworthy valid point mentioned by Ms [redacted] is missing a requirement by the City of Ballwin(omission on crew work order)This work can easily be retroactively installed and was not disputed as our responsibility to resolveIn short, for the other items: there is no driveway damage, the siding damage happened as a result of poor home maintenance/previous repairs that we are not contractually or ethically responsible for and the work we did with the shutters is not the cause of her concernsWe have attempted to meet with her on site to discuss but she has refused us access to the propertyLegal counsel has been involved on both sidesWe will not agree to the proposed resolutionWe will, though, bring the roof to municipal codeWe expect to be paid in fullAll other concerns have been addressed with documentation in previous correspondencesThis will inevitably be resolved through attorneys already engaged

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ There is no legitimate complaint here or failure of serviceMs [redacted] requested a service call under our warranty for a roof that was not put on by Ferguson RoofingAt least no party has any documentation to indicate the roof was installed by usWe did have a record of doing some exterior work (non-roofing) on her home in Ms [redacted] was asked if she wanted us to bid the requested repair and we simply never heard back from her until this Revdex.com notificationGoing forward, if Ms [redacted] wants a bid, she simply needs to contact usAfter giving her name and address, she can clearly outline the area of concern and we can assess and bidWe do bid repairs as well as full roof replacementsWith our present backlog,though, it could be 2-weeks before we can complete any estimate

I met with the homeowner He had noted that the roof leaked and there were tuckpointing issues He showed a receipt for tuckpointing that was done and it is no longer leaking We went back and reattached the siding He was correct that we did not attach that correctly, so we fixed it I left him a follow up voice message today to make sure he was happy

Initial Business Response / [redacted] (1000, 5, 2015/09/11) */ Ms. [redacted] was correct and that we failed to communicate with her in the way she should have expected. In responding to hail storms as we have this year, unfortunately balls get dropped due to the overwhelming number of claims and customer... projects. Our General Manager has already contacted her to explain and sincerely apologize for our lack of responsiveness.

Mr [redacted] was the buyer of a home During this transaction, our actual customer was the seller It is with this person that the contract was signed and the payment was made The roof was in the second stage of it's life, but certainly repairable We repaired the work as contracted If Mr [redacted] feels the roof should have been replaced at this time, this is really a conversation between him, the former owner and the real estate agents It is not for the contractor to be involved in concessions during real estate sales.Mr [redacted] did contact us later (that August) for a bid for additional repairs We immediately responded and provided a contract for those repairs (we have said contract on file) He never authorized the work.Given the actual facts, I am not sure what Mr [redacted] 's expectations are We have no intention of doing repairs to his roof for NO charge, which is why we provided him a bid There is no current warranty for the repair work we completed for the seller of the home nor is it related to the August contract anyway It is clear he does not want to work with us in the future, which is mutually agreed We advise him to contact any number of roofing contractor's in his area to have repairs or roof replacement bid and completed

Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** There was a definite lack of communication on Ferguson Roofing's part which resulted in additional rain damageIt is my understanding that any further repairs will be at my costI am not willing to pay Ferguson for additional repairs, so I am willing to drop the complaint.Sincerely,
*** ***

We have addressed the punch-list at his home. This work overlapped with the delivery of the Revdex.com complaint. The President has reached out to Dr*** to confirm all work is complete. If anything is still outstanding, he will personally oversee the conclusion of the project

I do not need anything replacedI would like the tarp removed and the roof sealed

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you for the follow-upI was able to finally get the company to come out and satisfactorily finish 95% of the jobIt required many phone calls, emails and finally the Revdex.com complaint to get them out They will finish one more detail shortly. Due to the near completion of the job, I consider my Revdex.com complaint to be closed. *** ***, MD MBA FAAEM

We have two contracts put out to this customerThe first one was for a flat roof section of his homeThe second was for a minor shingle repair on the rear slope of the houseThe shingle repair was authorized by Mr***, and that work was completedOur records show there were concerns about a
leak at the flat roof, and that is the area that was tarpedAlthough the replacement of that roof has not yet been authorizedThe tarp has stayed as we never had confirmation about plans for the additional roof workWe are fully staffed with numerous customer service reps, so we cannot explain unanswered phone callsSince notification from the Revdex.com, the President has personally called twiceBoth calls rang to a voicemail that has not been set upHe also drove by the house in hopes of visiting with someone at the homeWe look forward to talking to Mr*** to determine if flat roof section will be replaced or if tarp will be removed and roof sealed appropriately

Complaint: [redacted]
I am rejecting this response because:  There are many details which are missing in Mr. [redacted]'s account.  Why did the president or another representative of the company did not come out and review the completed job in the first place?  Why was there no foreman or project manager present?  The roof was done same day as a heavy rain downpour just hours before the workers showed up even though I stressed that I did not want the roof to be done in wet conditions.  They rushed the job a few days before the Christmas holiday so as to include in their EOY 2015 books.  All the material, including the underlayment etc were wet upon installation. Due to the timing of the roof and other issues that I will explain later I did not venture out to look at the roof in detail.  When I did it was a huge disappointment.  My [redacted] is clearly not telling the truth and what he promised us after we paid in full.  I will gather some more information and follow up here.  I do not and will not accept the response to me on 9/1/2016.  More to come.  I have interpreted Mr. [redacted]'s response that he is confrontational and is not willing to understand our concerns about his company's workmanship. 
Sincerely,
[redacted]

Mr. [redacted] was the buyer of a home.  During this transaction, our actual customer was the seller.  It is with this person that the contract was signed and the payment was made.  The roof was in the second stage of it's life, but certainly repairable.  We repaired the work as...

contracted.  If Mr. [redacted] feels the roof should have been replaced at this time, this is really a conversation between him, the former owner and the real estate agents.  It is not for the contractor to be involved in concessions during real estate sales.Mr. [redacted] did contact us later (that August) for a bid for additional repairs.  We immediately responded and provided a contract for those repairs (we have said contract on file).  He never authorized the work.Given the actual facts, I am not sure what Mr. [redacted]'s expectations are.  We have no intention of doing repairs to his roof for NO charge, which is why we provided him a bid.  There is no current warranty for the repair work we completed for the seller of the home nor is it related to the August contract anyway.  It is clear he does not want to work with us in the future, which is mutually agreed.  We advise him to contact any number of roofing contractor's in his area to have repairs or roof replacement bid and completed.

I met with the homeowner.  He had noted that the roof leaked and there were tuckpointing issues.  He showed a receipt for tuckpointing that was done and it is no longer leaking.  We went back and reattached the siding.  He was correct that we did not attach that correctly, so we...

fixed it.  I left him a follow up voice message today to make sure he was happy.

The consumer called and said that they have resolved the issue with Ferguson Roofing.

Initial Business Response /* (1000, 5, 2015/09/11) */
Ms. [redacted] was correct and that we failed to communicate with her in the way she should have expected. In responding to hail storms as we have this year, unfortunately balls get dropped due to the overwhelming number of claims and customer...

projects. Our General Manager has already contacted her to explain and sincerely apologize for our lack of responsiveness.

Ms. [redacted] is very confused about all details.  The President personally met with her months after the roof was completed.  The purpose of that meeting was to settle the bad debt they owed.  There were no complaints about the roof until there was pressure to pay months after the...

install.  After the financial component was resolved, a service ticket was created.  Only one item was appropriate, relating to the chimney flashing.  The other items were making minor cosmetic changes to the roof to her ‘liking’, which are normally requests when someone wants to get a win after settling debt.  We were happy to comply.  Our tech was working on the punch-llist when she arrived.  Her claims of needing additional work done are ridiculous as that roof is in fine shape.  The President will arrange a meeting with her to satisfy this claim.  No promises of additional work to be done can be made.  If this meeting proves pointless and she is still unsatisfied, we will gladly go to arbitration to resolve this.  We have extensive project documentation and a final product we are comfortable with.

This complaint does not go back to 2013. We simply have done two successful repairs for this customer in the past. We agreed to do a third repair for no charge as the repair was very simple. This repair was complete per expectations set and before this Revdex.com complaint was submitted. After notification...

from the Revdex.com, our GM confirmed the repair was done and communicated with the customer. At this time, the customer cannot even confirm the leak is still active. Essentially, we did a FREE repair for a previous customer who was both confused and unappreciative. We expect this complaint to be removed from our record as it has no merit.

Initial Business Response /* (1000, 5, 2015/08/17) */
There is no legitimate complaint here or failure of service. Ms. [redacted] requested a service call under our warranty for a roof that was not put on by Ferguson Roofing. At least no party has any documentation to indicate the roof was installed...

by us. We did have a record of doing some exterior work (non-roofing) on her home in 2006. Ms. [redacted] was asked if she wanted us to bid the requested repair and we simply never heard back from her until this Revdex.com notification. Going forward, if Ms. [redacted] wants a bid, she simply needs to contact us. After giving her name and address, she can clearly outline the area of concern and we can assess and bid. We do bid repairs as well as full roof replacements. With our present backlog,though, it could be 2-4 weeks before we can complete any estimate.

Initial Business Response /* (1000, 5, 2015/08/31) */
The Revdex.com only allows for 9000 characters in a response to a complaint. That would not be enough to navigate the inaccuracies, confusion, imagination and misrepresentations in this complaint. The only noteworthy valid point mentioned by Ms....

[redacted] is missing a requirement by the City of Ballwin(omission on crew work order). This work can easily be retroactively installed and was not disputed as our responsibility to resolve. In short, for the other items: there is no driveway damage, the siding damage happened as a result of poor home maintenance/previous repairs that we are not contractually or ethically responsible for and the work we did with the shutters is not the cause of her concerns. We have attempted to meet with her on site to discuss but she has refused us access to the property. Legal counsel has been involved on both sides. We will not agree to the proposed resolution. We will, though, bring the roof to municipal code. We expect to be paid in full. All other concerns have been addressed with documentation in previous correspondences. This will inevitably be resolved through attorneys already engaged.

Complaint: [redacted]
I am rejecting this response because:
It was a contingency upon buying the house that a roofing expert inspect the roof and determine if it needed to be replaced or repaired. How am I to know what determines repairs or an entire roof replacement? Isn't that why you obtain a bid from a roofing expert? I did contact Ferguson after finding numerous shingles in my yard. I re contacted them in August to which they responded by bidding me more work after they "repaired" the roof in May. I'm not sure how they don't understand my frustration. I do not want free repairs from them because honestly I do not trust the work, seeing that their May "repairs" couldn't even last 3 months. I have never taken this many steps into complaining about a business, but this situation has urged me to do so.
Sincerely,
[redacted]