To whom it may concern, The owner of the above address built a home with [redacted] Homes that closed on 6/29/ They selected the shingles and color that were to be installed on their home and they were installed as per the manufacturers specsThe shingles manufacturer's specs are attached which has a wind rating up to MPH The above referenced address is located in a very windy high wind zone as is all the other houses in the particular area The winds and wind guts often exceed MPH We use the airport as a gauge for all wind related issues or claims In conditions the wind speeds in this neighborhood are at least 10-MPH or higher than the airport reading due to the wide open landscape of the neighborhoodThe first (almost) years the above homeowner had NO issues with the roofing shingles blowing off their home we received a call around 3/regarding shingles had blown off the roof due to excessive wind speeds and guest The homeowner was given an estimate to repair said wind damaged roofing at an extremely discounted rate due to OUR close relationship with the Builder and their customers Homeowner agreed to price and that this repair was caused by heavy winds which exceed the manufacturer's wind rating at that time Work was performed and homeowner was billed on 3/18/2014.The second call came in on or around 3/7/ When we looked at the wind damaged shingles reported on this day, it was close to the same area that was repaired previously At which time Big G Roofing made the decision to cover these repairs at NO COST to them as a courtesy to both the homeowner and the builder This wind damaged shingles were replaced and hand sealed to assure a good seal at this was the windiest side of the houseThe third call came in on or around 5/2/ Our service coordinator happened to be in the area when the call came in and he stopped and walked the above address and hand delivered a business card to either Mother of owner or Babysitter and told them to have the owner call him so they could discuss options During the first part of the conversation it was explained to them that the wind rating has been exceeded and the home is out of warranty but again as a show of good faith to our builder and their customers she was offered another heavily discounted rate of $ At this point in the conversation she became very rude and told out service manager that "Big G Roofing did a st job" and she wasn't going to deal with him anymore and was going back to the builderThe service manager once again explained that her home was out of warranty and that the winds exceeded the manufacture's wind rating and that the builder would most likely refer them back to Big "G" roofing The homeowner was still being aggressive and rude to the point that she was told to call [redacted] or another roofer at that pointBig G Roofing was then contacted through the builder to service walk the entire roof for wind damaged shingles To bill the homeowner directly and not to exceed $ As per their conversation with the above homeowner The work was completed on 5/20/and homeowner was billed directly as per builder, as per work order #211860CThe above roof has been checked for defects as the homeowner complained that the roof was defective when the roof was inspected it was found that the roof WAS NOT defective and it's the heavy gust of wind causing these issues As you can see in the pictures provided the wind is literally tearing and ripping the shingles in half This is clearly a high wind issue and NOT an installation concern we feel that we have given this homeowner nothing sort of a great customer service Calls were returned in a timely manner, second service call was covered free of charge and the third and latest call they were given even a bigger discount due to out loyalty to our Builder and their customers we understand the homeowners concerns and have made every effort to work with them in their time of need Their warranty through us and their builder has expired and they can feel free to use any roofer they so choose to
Big G Roofing has the worst customer service that I have ever experienced I make repeated calls withoit a reply Today, I left my cell number as a call back number, and they call my work number that I originally called from and left no message If I didn't happen to notice the missed call, I would have never known I placed a 2nd call, and get no response How does this business survive? I'm done with them They had no problem taking the new roof job, but it's been nothing but problems years after the installation This is how to run a business into the ground
To whom it may concern,
In response to your letter dated August 5, regarding Mr, & Mrs
***Yes they did have a reroof replacement with Big "G" Roofing &Siding, LLC
There were some homeowner concerns with some cosmetic issues which are to be
expected
with a large retall reroof, and all their concerns have been taken care of each
and ever/ time that Mr&Mrs*** have called
The shingles lifting was accompanied by "shingles splinters" which after meeting
with the GAF representative and the homeowner at the customers home, it was
determined that it was due to a manufactures production processThe shingles
have been repaired and sealed down as per the homeowner's request
All roofing flashing was installed correctly, However, Mr& Mrs*** also
had new gutters installed on their home and the gutter system was
unfortunately over flowing behind the siding at the porch area
The active leak at the master bathroom was brought to our attention Saturday
night 8/2/at lpmWe had a service technician at their home on Sunday
8/3/at 2:pm to investigate the water infiltration, It was found that the
HVAC flu pipe at the seals above the roof line failed, Those seams were silicone
and roof flashing was tarred until we could get back to do a full inspectionA
Full inspection was done on Friday morning 8/8/and at this inspection we
found that the flashing and,all shingles were installed properlyAll seals above
the roof line were found to be the problemBig "G" Roofing &Siding, LLC,, did
not charge for this repair even though it was not a roof related issue
Big "G" Roofing & Siding, LLC,, has answered Mr& Mrs*** numerous
phones call, text messages on Saturday and Sunday, all hours of the nightWe have
even trimmed their double garage door, and service door for their trouble at no charge
If you have any further questions, please feel Free to give me a call at your
earliest convenience
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. When the contract was received, I was told that I would be put on the schedule when the signed contract was returned. At that time, I would be given an appointment. At the same time, my wife was working with *** to obtain information on the roof that we needed to file a warranty claim. My wife also asked about an appointment and was told by *** that they were a couple weeks out due to the weather and that someone would get back to us with an appointment. Approximately 3/29/14, I noticed that repairs were completed. I immediately contacted Big G and left a message. Advised that I was not happy that the work was completed while I was away and that I needed to have someone from Big G advise as to what work was completed. On 3/31/14, *** returned my call advised that when a crew is in the area that they will simply show up. I stated that I needed someone from Big G to come back to show me what work was completed as this involved an insurance claim. *** stated she would relay my messageInvoice dated 4/1/14, when received I again called and left a message for Big G advising the invoice was received, but we were waiting on Big G to come to the house and let us know what work was performed. Big G did not return my telephone callBig G letter dated 7/10/14, whe received I again left a message with Big G relating the same information, Also advising that the check, dated 4/14/14 is waiting to be sent, but we were waiting on Big G. Again Big G did not returned my telephone callBig G letter dated 8/20/14, when received I again left a message with Big G relating same information. Again reiterating payment was not the issue, we have had the check sitting here.
On 8/25/14, ***, Big G, left a message on our home answering machine, stating that the work was completed on 3/28, that she has sent us several letters for non-payment. My wife, returned the call to ***. My wife reinterated to *** that after every letter we have reached out to Big G with negative results. *** denied ever receiving any telephone messages. My wife advised that this is not our issue, because messages were left. Additionally, my wife stated we were only asking for someone from Big G to advise us as to what work was performed. We were told their would be an appointment. *** advised that Big G does not do this and referred to the contract. My wife referred to the contract stating that "repair wind damaged roofing" and "to hand seal new shingles and any loose roofing shingles in the immediate area of repair." My wife advised that there was a large section of the roofing shingles that were semi nailed down by us until they were able to come and professionally fix it. That is our issue. This was to be included in the contract terms and because Big G showed up unannounced we have no way of knowing that this work was repaired. My wife was threatened that our account would be sent to collection. My wife stated that she would be seeing an attorney regaring this matterBig G letter 8/27/14. The letter stated that if payment is not recieved by 9/3/14, our account will be sent to collection, and that we will be responsible for court and attorney fees. This matter has been referred to Wayne Felle, Esq..
Regards,
*** ***
To whom it may concern,
The owner of the above address built a home with [redacted] Homes that closed on 6/29/2010. They selected the shingles and color that were to be installed on their home and they were installed as per the manufacturers specs. The shingles manufacturer's specs are...
attached which has a wind rating up to 60 MPH. The above referenced address is located in a very windy high wind zone as is all the other houses in the particular area. The winds and wind guts often exceed 60 MPH. We use the airport as a gauge for all wind related issues or claims. In normal conditions the wind speeds in this neighborhood are at least 10-15 MPH or higher than the airport reading due to the wide open landscape of the neighborhood. The first (almost) 4 years the above homeowner had NO issues with the roofing shingles blowing off their home. we received a call around 3/4.2014 regarding shingles had blown off the roof due to excessive wind speeds and guest. The homeowner was given an estimate to repair said wind damaged roofing at an extremely discounted rate due to OUR close relationship with the Builder and their customers. Homeowner agreed to price and that this repair was caused by heavy winds which exceed the manufacturer's wind rating at that time. Work was performed and homeowner was billed on 3/18/2014.The second call came in on or around 3/7/2015. When we looked at the wind damaged shingles reported on this day, it was close to the same area that was repaired previously. At which time Big G Roofing made the decision to cover these repairs at NO COST to them as a courtesy to both the homeowner and the builder. This wind damaged shingles were replaced and hand sealed to assure a good seal at this was the windiest side of the house.
The third call came in on or around 5/2/2016. Our service coordinator happened to be in the area when the call came in and he stopped and walked the above address and hand delivered a business card to either Mother of owner or Babysitter and told them to have the owner call him so they could discuss options. During the first part of the conversation it was explained to them that the wind rating has been exceeded and the home is out of warranty but again as a show of good faith to our builder and their customers she was offered another heavily discounted rate of $75.00. At this point in the conversation she became very rude and told out service manager that "Big G Roofing did a st job" and she wasn't going to deal with him anymore and was going back to the builder. The service manager once again explained that her home was out of warranty and that the winds exceeded the manufacture's wind rating and that the builder would most likely refer them back to Big "G" roofing. The homeowner was still being aggressive and rude to the point that she was told to call [redacted] or another roofer at that point.
Big G Roofing was then contacted through the builder to service walk the entire roof for wind damaged shingles. To bill the homeowner directly and not to exceed $100.00. As per their conversation with the above homeowner. The work was completed on 5/20/16 and homeowner was billed directly as per builder, as per work order #211860C.
The above roof has been checked for defects as the homeowner complained that the roof was defective. when the roof was inspected it was found that the roof WAS NOT defective and it's the heavy gust of wind causing these issues. As you can see in the pictures provided the wind is literally tearing and ripping the shingles in half. This is clearly a high wind issue and NOT an installation concern. we feel that we have given this homeowner nothing sort of a great customer service. Calls were returned in a timely manner, second service call was covered free of charge and the third and latest call they were given even a bigger discount due to out loyalty to our Builder and their customers. we understand the homeowners concerns and have made every effort to work with them in their time of need. Their warranty through us and their builder has expired and they can feel free to use any roofer they so choose to.
Mrs. [redacted] had a skylight that was reused at the time of the original roof job. The skylight was NOT covered under the 5 year warranty period due to it not being a new but a reused skylight. The homeowner is currently out of the 5 year warranty period. We have tried to...
work with this homeowner by trying to seal this skylight twice even thought it was not covered under warranty. When the homeowner was told that the skylight needed to be replaced we received paperwork and obstructions in return that it should be covered. One that she had a 25 year warranty on her roof. This warranty only applies to the shingles through the manufacturer, not Big "G" Roofing & Siding, LLC.Instead of installing a new skylight Mrs. [redacted] choose to reuse the existing skylight which fell under no warranty. We did not supply the skylight, nor did we install it. We do not warranty existing products.
We have held up our end of the original contract, plus 2 free service calls.
We choose not to take on any more future work with this customer to avoid any future confrontations. We would be happy to provide them with a list of contractors to assist her.
In regards to your letter dated August 26, 2014 from [redacted], Mr. [redacted] signed a
contract on 3/17/14 to have wind damaged repairs done to his home that was damaged during
a wind storm. There are no notes on the contract or the message that Mr. or Mrs. [redacted]
wanted to be home at the...
time of service. I have sent Mr. [redacted] several notices that his bill
was past due with my name on the notice, and I never received a phone call from him stating
that he needed to know when the work was done on his home until he received the final notice
from me on August 20, 2014 stating that it was going to collections. (See attached)
When Mrs. [redacted] called on Monday, 8/23/14, I told her that we were at her home on
3/28/14 from 9:00 am to 10:30am to do the repair, and she stated that "that was not good
enough for her that she need for us to come back out there and physically show her the repair"
Well if we have to do that, it will be another added service charge for us to come out there.
The work is done, we have not been paid for the originally work, and I have told her when we
were out there.
In my option, Mr. & Mrs. [redacted] never responded to my 4 collection letters that I have
sent them in the past. This account is going to collections for non-payment. We did the repair,
we have a signed contract, and I explain to Mrs. [redacted] when the work was completed.
If you have any questions, please feel free to give me a call at ###-###-#### or at my
email at [redacted]@msn.com
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The first half of their response is pretty accurate, including some basic facts about our history with them. Unfortunately a good portion of their comments after the 3rd call around 5/20/2016 are not correct. My wife was at work, in school (she is a teacher) when she made that phone call, and never (and would never) use that kind of language especially in her classroom. In-fact, Big G roofing became rude and aggressive with my wife and hung up on her when my wife informed them we did not expect to pay for the damage, as we did not pay for last years damage. Also, during that third call, the service manage did not once mention the shingles were out of warranty, and did not mention a thing about the high winds exceeding the manufacturers wind rating. My wife decided to call [redacted] because they understand what good customer service is, and they have been pleasant to work with.
It doesn't surprise me that this company wants to come out of this looking like they have done everything right. I get that, and I wouldn't have an issue with that if they were just being truthful. Our third call this past year was the worst experience we had, and to accuse my wife of using vulgar language is absurd, especially after they hung up on her. If they record their phone calls, I can probably pinpoint a very close time of day the call was made. Either way,we can go back and forth with he said/she said, so I'm not sure what happens with this part going forward.
I'm struggling to understand why my roof keeps falling apart starting after only 4 years of the house being built. Fortunately for us I did not have any issues the first 4 years. I don't understand how they can estimate the winds being 10 to 15 MPH higher in my neighborhood than near the airport. I know it's an open area with more recent builds, seems convenient. They state their installation was not the problem and the issue was due to high winds. I do not recall stating their installation was one of my concerns. I believe my initial complaint stated their product was poor in quality (and their service was poor that last time around). It is my understanding that Big G does not use the same type of shingle on their new [redacted] homes (as they used on my home). I believe they currently use an architectural style shingle on their [redacted] new builds. Why does this company not use the other type of shingles any longer for [redacted] builds? I am told my [redacted] that is it is due to the high number of defective roofs and issues they have had. Where does that leave consumers like me who are dealing with a poor quality shingle on their home?
I feel stuck with this roof, and that I am going to need it fixed every year. I still have no idea what kind of warranty came with my roof. I see missing shingles on houses in my neighborhood, but not slabs missing like what I've had to deal with. Other than having to pay thousands of dollars on a new roof for my 6 year old home, what other options do I have? I just don't want to deal with this every year until I have my roof completely redone.
Thank you for you time.
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted]
P.S. This company has not returned any of my phone calls. In fact, when they did appear on site at my home, they said they would be in contact by that Monday, and did not call. That they decided not to follow up is news to me. That was six month's ago. Doing business with this company was shear frustration. They never updated me as to their desire not to do the warrantied work. Meanwhile, my roof is still leaking. I would never do business with this company again. I spent $412.00 with them to have my roof repaired. They initially did a tear down of the roof. All that was on the roof was the wood sheathing. To fix the roof, all they did was to apply tar surrounding the skylight on the roof, which took all of 5 minutes. In addition, their reputation is less than acceptable in Buffalo if you review what has been said about this company one line. I have since had another reasonable and dependable contactor on site, and they said that the window (which is about $700.00), does not need to be replaced, but the flashing kit around the window needs replacement. Big "G" Roofing was inept in diagnosing the problem and failed to appear on site to follow up on work that they completed. They also failed to return my calls. If you hire a contactor to complete a job, and their work is sub par, they need a return visit to complete what they were hired to do. I was not able to even talk to the supervisor or owner of this company. They need to return my $412.00 because they never fixed the leaking problem on a roof that they installed.
To whom it may concern, The owner of the above address built a home with [redacted] Homes that closed on 6/29/ They selected the shingles and color that were to be installed on their home and they were installed as per the manufacturers specsThe shingles manufacturer's specs are attached which has a wind rating up to MPH The above referenced address is located in a very windy high wind zone as is all the other houses in the particular area The winds and wind guts often exceed MPH We use the airport as a gauge for all wind related issues or claims In conditions the wind speeds in this neighborhood are at least 10-MPH or higher than the airport reading due to the wide open landscape of the neighborhoodThe first (almost) years the above homeowner had NO issues with the roofing shingles blowing off their home we received a call around 3/regarding shingles had blown off the roof due to excessive wind speeds and guest The homeowner was given an estimate to repair said wind damaged roofing at an extremely discounted rate due to OUR close relationship with the Builder and their customers Homeowner agreed to price and that this repair was caused by heavy winds which exceed the manufacturer's wind rating at that time Work was performed and homeowner was billed on 3/18/2014.The second call came in on or around 3/7/ When we looked at the wind damaged shingles reported on this day, it was close to the same area that was repaired previously At which time Big G Roofing made the decision to cover these repairs at NO COST to them as a courtesy to both the homeowner and the builder This wind damaged shingles were replaced and hand sealed to assure a good seal at this was the windiest side of the houseThe third call came in on or around 5/2/ Our service coordinator happened to be in the area when the call came in and he stopped and walked the above address and hand delivered a business card to either Mother of owner or Babysitter and told them to have the owner call him so they could discuss options During the first part of the conversation it was explained to them that the wind rating has been exceeded and the home is out of warranty but again as a show of good faith to our builder and their customers she was offered another heavily discounted rate of $ At this point in the conversation she became very rude and told out service manager that "Big G Roofing did a s
t job" and she wasn't going to deal with him anymore and was going back to the builderThe service manager once again explained that her home was out of warranty and that the winds exceeded the manufacture's wind rating and that the builder would most likely refer them back to Big "G" roofing The homeowner was still being aggressive and rude to the point that she was told to call [redacted] or another roofer at that pointBig G Roofing was then contacted through the builder to service walk the entire roof for wind damaged shingles To bill the homeowner directly and not to exceed $ As per their conversation with the above homeowner The work was completed on 5/20/and homeowner was billed directly as per builder, as per work order #211860CThe above roof has been checked for defects as the homeowner complained that the roof was defective when the roof was inspected it was found that the roof WAS NOT defective and it's the heavy gust of wind causing these issues As you can see in the pictures provided the wind is literally tearing and ripping the shingles in half This is clearly a high wind issue and NOT an installation concern we feel that we have given this homeowner nothing sort of a great customer service Calls were returned in a timely manner, second service call was covered free of charge and the third and latest call they were given even a bigger discount due to out loyalty to our Builder and their customers we understand the homeowners concerns and have made every effort to work with them in their time of need Their warranty through us and their builder has expired and they can feel free to use any roofer they so choose to
Big G Roofing has the worst customer service that I have ever experienced I make repeated calls withoit a reply Today, I left my cell number as a call back number, and they call my work number that I originally called from and left no message If I didn't happen to notice the missed call, I would have never known I placed a 2nd call, and get no response How does this business survive? I'm done with them They had no problem taking the new roof job, but it's been nothing but problems years after the installation This is how to run a business into the ground
To whom it may concern,
In response to your letter dated August 5, regarding Mr, & Mrs
***Yes they did have a reroof replacement with Big "G" Roofing &Siding, LLC
There were some homeowner concerns with some cosmetic issues which are to be
expected
with a large retall reroof, and all their concerns have been taken care of each
and ever/ time that Mr&Mrs*** have called
The shingles lifting was accompanied by "shingles splinters" which after meeting
with the GAF representative and the homeowner at the customers home, it was
determined that it was due to a manufactures production processThe shingles
have been repaired and sealed down as per the homeowner's request
All roofing flashing was installed correctly, However, Mr& Mrs*** also
had new gutters installed on their home and the gutter system was
unfortunately over flowing behind the siding at the porch area
The active leak at the master bathroom was brought to our attention Saturday
night 8/2/at lpmWe had a service technician at their home on Sunday
8/3/at 2:pm to investigate the water infiltration, It was found that the
HVAC flu pipe at the seals above the roof line failed, Those seams were silicone
and roof flashing was tarred until we could get back to do a full inspectionA
Full inspection was done on Friday morning 8/8/and at this inspection we
found that the flashing and,all shingles were installed properlyAll seals above
the roof line were found to be the problemBig "G" Roofing &Siding, LLC,, did
not charge for this repair even though it was not a roof related issue
Big "G" Roofing & Siding, LLC,, has answered Mr& Mrs*** numerous
phones call, text messages on Saturday and Sunday, all hours of the nightWe have
even trimmed their double garage door, and service door for their trouble at no charge
If you have any further questions, please feel Free to give me a call at your
earliest convenience
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. When the contract was received, I was told that I would be put on the schedule when the signed contract was returned. At that time, I would be given an appointment. At the same time, my wife was working with *** to obtain information on the roof that we needed to file a warranty claim. My wife also asked about an appointment and was told by *** that they were a couple weeks out due to the weather and that someone would get back to us with an appointment. Approximately 3/29/14, I noticed that repairs were completed. I immediately contacted Big G and left a message. Advised that I was not happy that the work was completed while I was away and that I needed to have someone from Big G advise as to what work was completed. On 3/31/14, *** returned my call advised that when a crew is in the area that they will simply show up. I stated that I needed someone from Big G to come back to show me what work was completed as this involved an insurance claim. *** stated she would relay my messageInvoice dated 4/1/14, when received I again called and left a message for Big G advising the invoice was received, but we were waiting on Big G to come to the house and let us know what work was performed. Big G did not return my telephone callBig G letter dated 7/10/14, whe received I again left a message with Big G relating the same information, Also advising that the check, dated 4/14/14 is waiting to be sent, but we were waiting on Big G. Again Big G did not returned my telephone callBig G letter dated 8/20/14, when received I again left a message with Big G relating same information. Again reiterating payment was not the issue, we have had the check sitting here.
On 8/25/14, ***, Big G, left a message on our home answering machine, stating that the work was completed on 3/28, that she has sent us several letters for non-payment. My wife, returned the call to ***. My wife reinterated to *** that after every letter we have reached out to Big G with negative results. *** denied ever receiving any telephone messages. My wife advised that this is not our issue, because messages were left. Additionally, my wife stated we were only asking for someone from Big G to advise us as to what work was performed. We were told their would be an appointment. *** advised that Big G does not do this and referred to the contract. My wife referred to the contract stating that "repair wind damaged roofing" and "to hand seal new shingles and any loose roofing shingles in the immediate area of repair." My wife advised that there was a large section of the roofing shingles that were semi nailed down by us until they were able to come and professionally fix it. That is our issue. This was to be included in the contract terms and because Big G showed up unannounced we have no way of knowing that this work was repaired. My wife was threatened that our account would be sent to collection. My wife stated that she would be seeing an attorney regaring this matterBig G letter 8/27/14. The letter stated that if payment is not recieved by 9/3/14, our account will be sent to collection, and that we will be responsible for court and attorney fees. This matter has been referred to Wayne Felle, Esq..
Regards,
*** ***
To whom it may concern,
t job" and she wasn't going to deal with him anymore and was going back to the builder. The service manager once again explained that her home was out of warranty and that the winds exceeded the manufacture's wind rating and that the builder would most likely refer them back to Big "G" roofing. The homeowner was still being aggressive and rude to the point that she was told to call [redacted] or another roofer at that point.
The owner of the above address built a home with [redacted] Homes that closed on 6/29/2010. They selected the shingles and color that were to be installed on their home and they were installed as per the manufacturers specs. The shingles manufacturer's specs are...
attached which has a wind rating up to 60 MPH. The above referenced address is located in a very windy high wind zone as is all the other houses in the particular area. The winds and wind guts often exceed 60 MPH. We use the airport as a gauge for all wind related issues or claims. In normal conditions the wind speeds in this neighborhood are at least 10-15 MPH or higher than the airport reading due to the wide open landscape of the neighborhood. The first (almost) 4 years the above homeowner had NO issues with the roofing shingles blowing off their home. we received a call around 3/4.2014 regarding shingles had blown off the roof due to excessive wind speeds and guest. The homeowner was given an estimate to repair said wind damaged roofing at an extremely discounted rate due to OUR close relationship with the Builder and their customers. Homeowner agreed to price and that this repair was caused by heavy winds which exceed the manufacturer's wind rating at that time. Work was performed and homeowner was billed on 3/18/2014.The second call came in on or around 3/7/2015. When we looked at the wind damaged shingles reported on this day, it was close to the same area that was repaired previously. At which time Big G Roofing made the decision to cover these repairs at NO COST to them as a courtesy to both the homeowner and the builder. This wind damaged shingles were replaced and hand sealed to assure a good seal at this was the windiest side of the house.
The third call came in on or around 5/2/2016. Our service coordinator happened to be in the area when the call came in and he stopped and walked the above address and hand delivered a business card to either Mother of owner or Babysitter and told them to have the owner call him so they could discuss options. During the first part of the conversation it was explained to them that the wind rating has been exceeded and the home is out of warranty but again as a show of good faith to our builder and their customers she was offered another heavily discounted rate of $75.00. At this point in the conversation she became very rude and told out service manager that "Big G Roofing did a s
Big G Roofing was then contacted through the builder to service walk the entire roof for wind damaged shingles. To bill the homeowner directly and not to exceed $100.00. As per their conversation with the above homeowner. The work was completed on 5/20/16 and homeowner was billed directly as per builder, as per work order #211860C.
The above roof has been checked for defects as the homeowner complained that the roof was defective. when the roof was inspected it was found that the roof WAS NOT defective and it's the heavy gust of wind causing these issues. As you can see in the pictures provided the wind is literally tearing and ripping the shingles in half. This is clearly a high wind issue and NOT an installation concern. we feel that we have given this homeowner nothing sort of a great customer service. Calls were returned in a timely manner, second service call was covered free of charge and the third and latest call they were given even a bigger discount due to out loyalty to our Builder and their customers. we understand the homeowners concerns and have made every effort to work with them in their time of need. Their warranty through us and their builder has expired and they can feel free to use any roofer they so choose to.
Mrs. [redacted] had a skylight that was reused at the time of the original roof job. The skylight was NOT covered under the 5 year warranty period due to it not being a new but a reused skylight. The homeowner is currently out of the 5 year warranty period. We have tried to...
work with this homeowner by trying to seal this skylight twice even thought it was not covered under warranty. When the homeowner was told that the skylight needed to be replaced we received paperwork and obstructions in return that it should be covered. One that she had a 25 year warranty on her roof. This warranty only applies to the shingles through the manufacturer, not Big "G" Roofing & Siding, LLC.Instead of installing a new skylight Mrs. [redacted] choose to reuse the existing skylight which fell under no warranty. We did not supply the skylight, nor did we install it. We do not warranty existing products.
We have held up our end of the original contract, plus 2 free service calls.
We choose not to take on any more future work with this customer to avoid any future confrontations. We would be happy to provide them with a list of contractors to assist her.
In regards to your letter dated August 26, 2014 from [redacted], Mr. [redacted] signed a
contract on 3/17/14 to have wind damaged repairs done to his home that was damaged during
a wind storm. There are no notes on the contract or the message that Mr. or Mrs. [redacted]
wanted to be home at the...
time of service. I have sent Mr. [redacted] several notices that his bill
was past due with my name on the notice, and I never received a phone call from him stating
that he needed to know when the work was done on his home until he received the final notice
from me on August 20, 2014 stating that it was going to collections. (See attached)
When Mrs. [redacted] called on Monday, 8/23/14, I told her that we were at her home on
3/28/14 from 9:00 am to 10:30am to do the repair, and she stated that "that was not good
enough for her that she need for us to come back out there and physically show her the repair"
Well if we have to do that, it will be another added service charge for us to come out there.
The work is done, we have not been paid for the originally work, and I have told her when we
were out there.
In my option, Mr. & Mrs. [redacted] never responded to my 4 collection letters that I have
sent them in the past. This account is going to collections for non-payment. We did the repair,
we have a signed contract, and I explain to Mrs. [redacted] when the work was completed.
If you have any questions, please feel free to give me a call at ###-###-#### or at my
email at [redacted]@msn.com
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The first half of their response is pretty accurate, including some basic facts about our history with them. Unfortunately a good portion of their comments after the 3rd call around 5/20/2016 are not correct. My wife was at work, in school (she is a teacher) when she made that phone call, and never (and would never) use that kind of language especially in her classroom. In-fact, Big G roofing became rude and aggressive with my wife and hung up on her when my wife informed them we did not expect to pay for the damage, as we did not pay for last years damage. Also, during that third call, the service manage did not once mention the shingles were out of warranty, and did not mention a thing about the high winds exceeding the manufacturers wind rating. My wife decided to call [redacted] because they understand what good customer service is, and they have been pleasant to work with.
It doesn't surprise me that this company wants to come out of this looking like they have done everything right. I get that, and I wouldn't have an issue with that if they were just being truthful. Our third call this past year was the worst experience we had, and to accuse my wife of using vulgar language is absurd, especially after they hung up on her. If they record their phone calls, I can probably pinpoint a very close time of day the call was made. Either way,we can go back and forth with he said/she said, so I'm not sure what happens with this part going forward.
I'm struggling to understand why my roof keeps falling apart starting after only 4 years of the house being built. Fortunately for us I did not have any issues the first 4 years. I don't understand how they can estimate the winds being 10 to 15 MPH higher in my neighborhood than near the airport. I know it's an open area with more recent builds, seems convenient. They state their installation was not the problem and the issue was due to high winds. I do not recall stating their installation was one of my concerns. I believe my initial complaint stated their product was poor in quality (and their service was poor that last time around). It is my understanding that Big G does not use the same type of shingle on their new [redacted] homes (as they used on my home). I believe they currently use an architectural style shingle on their [redacted] new builds. Why does this company not use the other type of shingles any longer for [redacted] builds? I am told my [redacted] that is it is due to the high number of defective roofs and issues they have had. Where does that leave consumers like me who are dealing with a poor quality shingle on their home?
I feel stuck with this roof, and that I am going to need it fixed every year. I still have no idea what kind of warranty came with my roof. I see missing shingles on houses in my neighborhood, but not slabs missing like what I've had to deal with. Other than having to pay thousands of dollars on a new roof for my 6 year old home, what other options do I have? I just don't want to deal with this every year until I have my roof completely redone.
Thank you for you time.
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted]
P.S. This company has not returned any of my phone calls. In fact, when they did appear on site at my home, they said they would be in contact by that Monday, and did not call. That they decided not to follow up is news to me. That was six month's ago. Doing business with this company was shear frustration. They never updated me as to their desire not to do the warrantied work. Meanwhile, my roof is still leaking. I would never do business with this company again. I spent $412.00 with them to have my roof repaired. They initially did a tear down of the roof. All that was on the roof was the wood sheathing. To fix the roof, all they did was to apply tar surrounding the skylight on the roof, which took all of 5 minutes. In addition, their reputation is less than acceptable in Buffalo if you review what has been said about this company one line. I have since had another reasonable and dependable contactor on site, and they said that the window (which is about $700.00), does not need to be replaced, but the flashing kit around the window needs replacement. Big "G" Roofing was inept in diagnosing the problem and failed to appear on site to follow up on work that they completed. They also failed to return my calls. If you hire a contactor to complete a job, and their work is sub par, they need a return visit to complete what they were hired to do. I was not able to even talk to the supervisor or owner of this company. They need to return my $412.00 because they never fixed the leaking problem on a roof that they installed.