Full Service Roofing & Remodeling

Friday, August 11, Dear Mrs [redacted] , Once we began tearing the roof off we noticed a bad storm was coming I told my men to leave the old felt on the house and put the new felt down over it as fast as possible This was a mistake on our part as we covered up a lot of old cracked boards and some areas where the spacing exceeded the manufactures recommended spacing And with the existing decking as old as it was from our nail guns and hammers it cracked and split the decking very easily After a thorough inspection after the roof was completed I offered you to completely tear the roof off install new plywood over the entire roof surface The only additional cost would be for the plywood and the labor to put it down I was going to pay for all the shingles and all the additional labor work to tear the new roof off and redo it From the beginning, it should've been sold that way but your insurance company and yourself did not want to spend the extra money That was another mistake of ours we should have insisted What we did do is go around and replace all the bad areas that we could find But I feel that the decking is so brittle that once we repair one spot we may damage another So once again the only answer is to completely redo it which we will be more than willing to do And I've told you that on several occasions With the only charge being at the plywood which is very fair and it is in our contract that you signed if we find bad wood we replace it at a cost The other work has been all of quality workmanshipYou were not happy with our caulking and said you would like to do it yourselfSo, I agreed and even took money off for your time We did twice as much Siding as the insurance company quoted because you did not like the way it matched when they were only paying for pieces replaced we did the entire wall And the gutters were installed out of good customer service, not to hide anythingWe use standard drip edge and your fascia was too short; so instead of you having to buy new fascia, I installed gutters for you at no charge We also installed all new facia which was very complex and custom on areas where the insurance was not covering it for you all in good customer service We went above and beyond the insurance scope of work The manufacturer is going to inspect the roof soonBut we feel we have gone above and beyond service to try and fix this issue without tearing new roof off I feel that is the only option with the one-hundred-year-old roof structure I even offer to redo the roof with the manufacture present during the install just to reassure you of our workmanship The supports for the patio cover are sloped so water will drain to the downspouts, that is how they are made with a buigutter systemI would replace any damaged gutters if we did dent them but if they were dented by an inspector or someone other than our company, we will not replace themI did not see the dents during my walk around on 8/10/I would just need them pointed out to me In summary, we have never denied any request and we have even redone multiple things which were satisfactory There were several occasions where you did not want us to work when you were out of town and where we needed to wait on good weather and after we got done we needed to wait for your inspections that is why the job took so longBut I always kept you in close contact throughout the entire process Thank you, Full Service Roofing & Remodeling, Inc

Mrs [redacted] , On August 16th as you know the representative of the shingle manufacture inspected your roof, he is currently making a list of anything he thinks that needs repaired/replacedOnce he has that we will fix anything that he request for issuing your warranty We will have the same shingle representative on site while these repairs are madeWe will also make sure your patio cover is plumWhile we are on site we will be happy to perform and repairs to the guttering and downspoutsIf there are any other areas of concern we will gladly repair/replace them as wellSincerely, Full Service Roofing & Remodeling Inc

Complaint: ***
I am rejecting this response because:
There are many discrepancies in the response regarding replacing the decking, timeline, quality and moreI never requested you not to be onsiteI travel for work and that was known when you took the job and I was told I didn't need to be presentThe original quote included replacing boards per your estimator and my insuranceYou failed to do soYou told me directly that you didn't remove the tar paper because it comes off in small place eves and would have blown all over the placeWithout removing it he tar paper to were unable to install the new planks leaving huge gaps that void our warranty antsyThe decking should not be at my expense as your crew broke the decking When your estimator walked around with us he also said the decking was not previosly damagedThe photos before your work prove thatYour crews beat the planks with hammers to make space for ventilationThe broken and shattered wood is still present in the attic for inspectionOf coarse the roof is going to break when you don't use saws in it We do not feel that it is fair that we have to pay for the damage you caused by your lack of attention to original estimate and the work that needs to be completedThe shingles are now also scarred as you keep getting on the roof to fix your own errorsWe cannot be responsible for the damage you continue to causeNobody has been up in the roof but youWhen Mr *** informed you that we didn't want to continue as we were making no progress he told you again of the damaged shingles, wood, and guttersYour response was the gutters were free so the damage doesn't matterThe gutters were applied because you exposed our fascia when applying incorrect drip edgeThat doesn't make the gutters "free" or less importantAll we wanted was a new roof per our contract The insurance was tough but agreed to the work your estimator said had to be done to meet manufacturer warrantyThat's all we ever wanted and that's what we signed a contract forBy no means is the damage our expenseAnd let me state again that until Mr *** called last week you never told us you wanted ed to tear off and replace the deckingThat was not the issueSome of the pices if decking you replaced are also brokenWe are trying to protect our investment and make sure tha we have a quality roofI research *** the contractor actor prior to signing a contract and was told this roof would meet all requirementsI have had an inspector here and the damage from in the attic is enough to know the roof has to be done againThe shingle manufacturer still has not been presentI planned to pay for this job and have the check written until the issue s did not get correctedWe paid for a new roof and deserve a roof that has warranty per our contract.
Photos are available upon request but this house did not have a rotten roof prior to work, I have never delayed the jobI actually have messages saying the work would be completed while I was out of town then went days without contact from youI understand weather delays and waiting for inspectionsThose are and not controllableIn three months we were not told we needed to re deck the house and we were never told we needed to pay for deckingThat is merely not truthful and unprofessional to now be saying thatWe paid for a new roof and we deserve a new roof per the message I have from *** about all the damageWe have went out of our way to allow you time to complete a quality jobBottom line is there is still damage present that's was not there before you startedThe main roof has to be done again and that should not be at my expense as we have worked with you, your schedule, your out of town crew, and your delays from running out of should ***Your need to replace the roof per your contract that meets manufacturer standards and qualifies for warranty
Sincerely,
*** ***

Mrs. [redacted], On August 16th 2017 as you know the representative of the shingle manufacture inspected your roof, he is currently making a list of anything he thinks that needs repaired/replaced. Once he has that we will fix anything that he request for issuing your warranty.  We will have the same shingle representative on site while these repairs are made. We will also make sure your patio cover is plum. While we are on site we will be happy to perform and repairs to the guttering and downspouts. If there are any other areas of concern we will gladly repair/replace them as well. Sincerely, Full Service Roofing & Remodeling Inc.

Friday, August 11, 2017 Dear Mrs. [redacted],   Once we began tearing the roof off we noticed a bad storm was coming.  I told my men to leave the old felt on the house and put the new felt down over it as fast as possible.  This was a mistake on our part as we covered up a lot of old...

cracked boards and some areas where the spacing exceeded the manufactures recommended spacing.  And with the existing decking as old as it was from our nail guns and hammers it cracked and split the decking very easily.  After a thorough inspection after the roof was completed I offered you to completely tear the roof off install new plywood over the entire roof surface.  The only additional cost would be for the plywood and the labor to put it down.  I was going to pay for all the shingles and all the additional labor work to tear the new roof off and redo it.  From the beginning, it should've been sold that way but your insurance company and yourself did not want to spend the extra money.  That was another mistake of ours we should have insisted.  What we did do is go around and replace all the bad areas that we could find.  But I feel that the decking is so brittle that once we repair one spot we may damage another.  So once again the only answer is to completely redo it which we will be more than willing to do.  And I've told you that on several occasions.  With the only charge being at the plywood which is very fair and it is in our contract that you signed if we find bad wood we replace it at a cost.     The other work has been all of quality workmanship. You were not happy with our caulking and said you would like to do it yourself. So, I agreed and even took money off for your time.  We did twice as much Siding as the insurance company quoted because you did not like the way it matched when they were only paying for pieces replaced we did the entire wall.  And the gutters were installed out of good customer service, not to hide anything. We use standard drip edge and your fascia was too short; so instead of you having to buy new fascia, I installed gutters for you at no charge.  We also installed all new facia which was very complex and custom on areas where the insurance was not covering it for you all in good customer service.  We went above and beyond the insurance scope of work.     The manufacturer is going to inspect the roof soon. But we feel we have gone above and beyond service to try and fix this issue without tearing new roof off.  I feel that is the only option with the one-hundred-year-old roof structure.  I even offer to redo the roof with the manufacture present during the install just to reassure you of our workmanship.    The supports for the patio cover are sloped so water will drain to the downspouts, that is how they are made with a built-in gutter system. I would replace any damaged gutters if we did dent them but if they were dented by an inspector or someone other than our company, we will not replace them. I did not see the dents during my walk around on 8/10/17. I would just need them pointed out to me.    In summary, we have never denied any request and we have even redone multiple things which were satisfactory.  There were several occasions where you did not want us to work when you were out of town and where we needed to wait on good weather and after we got done we needed to wait for your inspections that is why the job took so long. But I always kept you in close contact throughout the entire process.   Thank you, Full Service Roofing & Remodeling, Inc.