Frontier Restoration, LLC

Complaint # 11123221, *** ***, of Aurora, COMs*** signed her contract with Frontier on 11/12/15, In review of her contract, the sales representative did not state how many feet of gutters and downspouts or that he would replace according to insurance proceedsFrontier replaces
everything according to insurance proceeds unless the homeowner is willing to pay the additional monies to have everything replacedHer gutter replacement according to her insurance proceeds was for 90.62' of gutter / downspout replacementHer house measured 184' total replacementFrontier communicated with Ms***'s insurance company to pay for the additional amount; and, this took several months to get an answer, which the answer was no, they would not pay for any additional footage of gutter replacement.Ms*** never contacted the local Frontier at phone # *** regarding this situation or frustration; thus, we could not communicate with her on any levelWe assume she contacted a sales person that was back living in Texas (as roofing in Denver is mostly seasonal or the sales people do not work all year), so the Denver office knew nothing of thisIf Ms*** would have been in touch with the Littleton office, the situation would have been handled immediately even though there was a loss of over $on our part to replace all the guttersAlso note: when gutters are damaged by hail, they do not leak water, hail does not put holes in gutters, the gutters have dents in them which is all aesthetic, so the drainage that she said was going down her driveway was not caused by the gutters unless the gutters had debris in them which we do not clean the debris from gutters unless noted on a contractHomeowners are responsible for cleaning debris from their own gutters, if this was the case. Her gutters were damaged aesthetically onlyThe sales person she worked with should have noted the amount of gutters/downspouts to be replaced rather than just putting the insurance proceeds amount on her contract...as there was a big difference in the house measurement replacement and the insurance measurement replacementWe apologize to Ms*** that she felt she had been ignored and from this point forward, if she has any issues, she should contact the Littleton office, ***The contract she has has a phone # of the Denver / Aurora office which is closed and has been closed for several monthsShe should not call any out-of-state phone #'s she may have if she wants or has any issues with work completedMs***'s gutters were totally replaced on 02/10/16. *** ***, ***

*** *** ** *** ** is a customer of oursWhen he signed the contract he did make the statement to his sales person, "I always have problems with contractors so I hope you do a good job." We assured him we would and we did do a good jobThe shingles that were installed at *** ***'s were
GAF shinglesWhen shingles are taken out of the packaging or wrapping they will or can have marks and possible small pieces of asphalt that result in granule lossFrontier did go to his home and replace shingles that we felt could have been scuffed by installation, when we left, the same evening or next day (I cannot recall) we received three more photos that he felt needed to be replacedThese shingles had marks that were as small or smaller than the size of the tip of a pencil eraserThese marks are not damaged shingles and will not have any affect on the longevity of the shinglesFrontier invited a GAF representative to look at the shingles and to inspect the shingles. We contacted the GAF representative to see if he stated that the craftsmanship of our work was faulty as *** *** stated in his complaintPer our attachment you will note an email from the GAF representative who stated he NEVER made this statementThe GAF representative only introduced himself to *** *** when he arrived at his residence*** *** continued to get on the roof in the 90+ degree weather - the more traffic you have on a roof the more granules can continue to come offFrontier offered to invoice *** ***'s insurance company for the remaining monies owed him for his roofHe emailed *** at Frontier and told her not to invoice the insurance companyAs of this date, we have not invoiced him for the remaining balance or his insurance company for his recoverable depreciation*** *** will need to invoice his insurance company for the remaining monies owed to him for his damages and pay us for the invoice we send to him laterWe have not invoiced *** *** to date only because the office has been very busy and has not sent his invoice to himHe is liable only for the roofing work that Frontier Restoration did and nothing elseWe have deducted flashing and vent collar/cap from his invoiceHis contract also stated gutters which we will not be doing and he is not being charged for gutters*** ***'s roof was inspected by Frontier, the GAF representative and it was also inspected and approved by the Building Department of ***His roof is fine

***, I would like to profusely apologize for what you experienced with ***, a representative of FrontierWe do NOT tolerate high pressure sales and never haveThis will be dealt with immediatelyI wish you would have contacted the office immediately to let us know what had happened so
we would have been able handle the situation and talk to you personally.Our roofing crews have been with us for over nine years and we would only use crews that have worked with us and have a great reputation with workmanship and customersWhat *** told you about crews is also totally unacceptableFrontier Restoration is an honorable company, that is why we have an A+ rating, I would never want to have one representative ruin our reputation.We do give "free" estimates and do not expect anyone to use our company if they do not want to, my husband and I own the company and our motto is: "We want to 'earn' your business, not sell you something." If there is anything we can do to make amends please let me know by emailing me or contacting me at ***.Again, our apologies for the experience you had with ***. Sincerely,*** ***
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