Frank Stevens & Sons Roofing, Inc.

Review: [redacted] roofing replace our entire roof, copper flashing and vent stack boots 10 years ago this past August. Sometime in July the vent stack boots failed, leaking water into the home. I called in August and was assured a technician would be dispatched to complete a repair/replacement as soon as possible. "could I wait a week or two" was a request I got from the company. I responded "yes". I made sure that [redacted] roofing knew that I was aware this may not be a warranty concern and that I was willing to pay a fair price for the repair. It was obvious that this was product failure and not workmanship. I've called at least 4 times since then to try and find out when they might be here to perform the repair. I've been ignored! 10 years ago when the job was completed [redacted] had his money the same day and we were assured he would stand behind his work and the products used as a professional. This is not Professional!Desired Settlement: Perform the repair as needed and if a cost is associated it's to be reasonable and agreed upon prior to repair in writing. After all, this should have been a warranty concern.

Consumer

Response:

After submitting my complaint 4 days later [redacted] himself was at the house to inspect the roof and determine a course of action. I only knew this by the business card left at the garage door by him. A few days later I called to return a voice mail message left at my home phone by his office, I was told the repair had been performed. The representative I spoke with which may have been an answering service was useless and had trouble even spelling out my name and taking my phone number. The same day [redacted] called my phone and left a message that he'd been at the house and performed the needed repair. I called [redacted] back and finally spoke with an intelligent and articulate professional who explained what was needed and what was done, We arrived at a cost and payment arrangements for the same.

While I'm grateful the repair is completed I feel I need to mention once again that on numerous telephone occasions prior I was either lied to and/or ignored. "[redacted]" assured me on several occasions that my concern was being handled and even went as far as to indicate he would make sure my concern would be placed on "[redacted]s desk". It's also important to state that Mr. [redacted] does perform excellent work! He is without a doubt a consummate professional. I feel this circumstance should be an opportunity for Mr. [redacted] to coach and counsel his staff on customer handling.