Guardian Roofing

Complaint: [redacted] I am rejecting this response because: [redacted] (or [redacted] ) told me directly on several occasions that I would get to keep the recoverable depreciation and entitled to the supplements and the administrative feesThe manner in which the contract was completed was confusing because of the misplaced decimal points The repeated claims by [redacted] their trained representative that I would be entitled to these items: A) Administrative fees, B) Supplements and the recoverable depreciation combined by the poorly completed contract easily would have confused any consumer.The average consumer is not familiar with these insurance terms but the repeated claims by their representatives would have convinced any consumerIf in fact these were never due to the consumer why would have the "trained" representative made these claims? Perhaps it was an intent to confuse, deceive and mislead consumersBecause of this I stand by my claims and the recording reflects confirmation of the reality of my claims Regards, [redacted]

Guardian roofing did install a new roof for Miss [redacted] . Recently a call was placed to the company letting us know that there was a leak. The last call was in 2014, There was an issue with a dormor. In 2010 the roof had an issue that turned out to be a chimney. The chimney was not part... of the contract. We arranged for the chimney to be fixed, and performed roof repairs that the chimney repair required for free, even though the chimney was not part of the contract, or part of the roof. At that time the customer was also informed that the siding was cracked and had problems that needed to be fixed. late 2015 the customer called with a problem, water ws coming in. Techs were sent to the home to cover up the area. We informed her that if the problem was not the roof there would be a service charge. The men on site felt that the siding was letting water into the home. She was informed that a service charge would apply, BUT if there were roof problems causing a leak we would not charge. At that point the customer became very upset and said she was going to do everything in her power to dammage us. I personally called her and emailed her. I wanted to let her know that we wanted to work through the problem and reiterated that if there was something on the home causing theis problem that was due to our work in any way we would take care of it. I felt that she should know that since we performed repairs earlier that were not part of our work for free. She responded that she wanted nothing to do with us. I then offered to send a third party to investigate the problem and she refursed. Immediately she took to social media saying that we refused to honor our warranty. We did respond. Our offer still stands. We are happy to fix anything roof related that is causing her home a problem. We have asked for the report but have not recieved it. We hope to resolve this issue. Sincerely, Matt S [redacted] Guardian Roofing

Complaint: ***
I am rejecting this response because: person has not accepted nor acknowledge what I have asked as they are rejecting the fact it is their full responsibility for fyer solicitationIn addition I have not been able to see the response she is referring in her last replyThis complain needs to be recorded on Revdex.com as u resolved so that people know about their unwelcome practice and how they do not respect homeowners requests
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because: the lady is saying she isn't doing anything wrong I quote: leaving flyers isn't solicinting.
Continuously sending someone to deliver your unwanted flyers is soliciting these folks have no business in our neighborhood Mrs please check what soliciting means by looking into dictionary or consult with your attorney, perhaps he can educate you on what you should and shouldn't do when asked over timesHonestly this is now more of abusePlease forward the letter saying you will sieze your flyer delivery immediately if not I will pursue other legal options available to us We would also appreciate that your papers are not left on none of our front door and lawns We like to keep our houses and yards clean and are proud of and we pay hefty HOA fees to live in the neighbourhood that prohibits such practices kindly just quit with your excuses that you care for people that probably do not even hold a social security card and just stop what you doing as it is a anlawful Cordially

Complaint: ***I am rejecting this response because:I have been trying to get these people to fix my roof for FIVE YEARS with no success At this point it is time to explore other options.They have proven themselves to be unreliable, untrustworthy, dishonest and incapable of doing so.Their last "offer" involved me signing away my rights by agreeing to use an inspector that they referred me to and to pay for that inspection, the tarp and any repairs if the inspection goes their way. I am attaching my full complaint which your initial website would not take because it is too long I will also attach the inspection report
They have also had an attorney trying to get information out of me
This is a company that also, repeatedly robocalled my cell phone and sent unsolicited harassing FB messages to my friends They do not operate within the law I do not trust them I do not want to work with them, have contact with them nor have them on my property.Sincerely,* *** ***

Response...Mr***,Guardian Roofing apologizes for the flyers being left onyour doorAs I mentioned before, we hire flyer distributors to put out ourflyersWe notify the flyer distribution company we have been using anytime we receivea complaintWe ask them not to put flyers on doors with no
soliciting signs onthemThey always tell me they will be more diligentI don’t know why they arenot able to see the no soliciting signsAlso, if you look under the laws, leavingflyers is not solicitation, but Guardian Roofing does try to honor the callsand signs at a residence, but we can’t control the flyer distributor other thannotifying them when we get a complaintWe are not able to follow the flyerdistributors each day to make sure they are abiding by no soliciting signsWepay these companies to do a job, all flyer distributors seem to do thisTheirturnover is high and these are low wage employees they hireI’m just glad theyare not living off the system and they are trying to work for a living.Sincerely,***

Mr*** ***,I am sending you our warranty and the CertainTeed Warranty we give to any of our customers who request itI was not aware you had requested one, or if it had or hadn't been sent out, as we don't make copies of thisAll of our warranty issues are handled with the same importance, the
same whether or not you have our warranty papers in your possessionI contacted *** your sales representative, and mentioned to him your complaint of not receiving your warrantyI was not aware of any additional warranty you had purchased till nowHe says he has submitted all the paperwork to CertainTeed for your warranty documents to be issued"We" will get with our CertainTeed representative to follow up on the status of your warrantyIn the future, if you would please contact Guardian Roofing's office, instead of the representative, with any issues you may have concerning your roof.Sincerely,*** ***

** ***,I spoke to you shortly after your roof was builtThere was never any mention of any deal made on your roof as you mention in your complaintThe only thing mentioned was damage to your plantsYou are claiming *** said you would get your depreciation, deductible, a supplement, and
administrative feesThis is ludicrousYou misunderstood him, we train all of our sales representatives the sameThey tell all people they encounter that we charge everyone their deductibleThat once the roof is built we submit for the recoverable depreciation, and when this comes in you are to call us so we can pick it upSome companies out there may discountIf they do discount, they are committing Insurance FraudWe will not do thisWe will not commit insurance fraud and risk losing our company or our license we holdOur company, Guardian Roofing does everything by the book and by the law in the State of TexasWe charge every customer the same amountsIf an insurance claim, we charge what the insurance pays for your roofThis is the law and this is what is written on your contractAttached like you mentionYou see the price on your contract you signed and the price on your insurance reportThey are the sameThis is what we charged you minus the damage done to your plants, which we reimbursed you by deducting $from your price on contract and Insurance report. When you and I spoke, we discussed the credit of $given to you from ***I told you I would honor itYou never mentioned any other agreement you had madeIf you would have said anything back then, I would have told you it would be impossible for any roofing company to make you that kind of dealThat would mean we would lose $2,plus the $on your roof, leaving us with no profit whatsoeverWe would not build your roof for freeWe do not need practice, and we are not in business to lose money.LASTLYWe also built your Candlemeadow home and it was done and charged the exact same way as we did this oneThe pricing was never questioned and you understood how our company workedWhy all of a sudden, after you paid this current one off are you questioning or complaining we owe you?Therefore, your complaint is without merit. Sincerely, ***

Ms. [redacted], We appreciate you taking the time to take to the Revdex.com with your complaint. However, we greatly disagree with your complaint. To begin with, you bring up us not wanting to make a claim through our insurance in your complaint several times. Now, our insurance would cover such claims as...

this, but the amount is under our deductible and therefore would be of no benefit to make such a claim. We would still be where we are. Also, at no time were we ever notified you had your insurance company provide you with water mitigation. This is the first time we have heard of it. Guardian Roofing takes great pride in its work and does right by its customers, usually without taking the cost into consideration. Our goal is to always have a satisfied customer who will refer us to their friends and family. Our crews also back up their work. [redacted], up until this time gave us quality work. Guardian Roofing had received great reviews on his work. As with any company, there can be a time when the work does not go as planned, as such it did here. The storms of 2016 have left the whole state in a labor shortage. When [redacted] showed up to do the work and had finished with the texturing of the walls, YOU APPROVED the texturing and had him to proceed with the painting. However, when you questioned the work, it was days later, not the day of. [redacted] Showed up and you told him about your concerns and told him several times in several conversations you could live with it. You even told me in the office and admitted to me you allowed him to proceed with the painting after you had approved it. So we then proceeded to pay [redacted]. He was not pre-paid. After this, you then called again saying, No, it was not ok after all. So, we had asked [redacted] to go back out to correct his mistake, as we do with any of our contractors. Instead, we had to send out [redacted] and asked him to give us 2 separate estimates. One to fix the area of where screws were used in the trim, knowing this was unacceptable work and had to be rectified. The other estimate was for the retexturing of the area where you had approved. We felt we were not liable for having to repay, since you had given your approval. Had you not given your approval, [redacted] would have fixed the texturing while he was there, before he proceeded to paint. After some consideration, we had decided to help you out, we offered to pay the first $200 of the $600 [redacted] was charging to redo your approved work, which would leave you with $400 to pay him upfront when they arrived and we would pay the other $1,200. We felt confident [redacted] could rectify the mistake by having him back out. Unfortunately, something was going on in his life, because up until this time he had been very responsible, showed up on time and gave us quality work.  This was the message to you from [redacted] acknowledging the 2nd contractor: [redacted],   I have the estimate back on  your repairs and have authorized our Project Manager to  proceed with the repairs on your home. These repairs are not any kind of insurance claim. They are at our expense and no charge to you.   We will repair and paint the trim on the ceiling. Repair, replace, and  paint other trim that was installed improperly.   We will not be doing any further work on the wall that was previously approved by you.   Our contractor is available to do that wall to your specifications. He has quoted us $ 600.00 that would be your expense.   Once again, we agreed to fix the problem areas, but we disagreed to repair the "texturing" which you approved. This money was later paid to [redacted] because you agreed you could live with it. Upon your words, not only your approval of the "texturing", but on your agreement that you could live with it. Finally, we will reimburse the expense of the water mitigation if the following cri[redacted]a is met. 1.      Provide us with the invoice. 2.      Provide us with the proof of payment. 3.      Have this ill-founded complaint removed from the Revdex.com

Guardian Roofing has in no way refused to honor our warranty on the roof.  if one were to look at previous correspondance we have clearly stated at every turn that we will fix any problem that is a result of our work. In the start, when this issue was brought up we offered to send and independant inspector to rule on the situation. The customer refused. Instead she hired her own inspector and refused to allow us on the property. From day one we have expressed a concern with the siding. it is cracked and in dire need of being replaced. 
In a facebook post the customer states that the inspection is "bad, there is no flashing."  In fact the pictures show flashing, and they show old cracked siding.  The customer was informed of the siding being a problem in 2010 and 2014. Again these are the only occassions that we came to the home. Once after the chimney leaked, documented in earlier comments, and confirmed by home inspector as a problem, and once in 2014 when the siding leaked. At that time we addressed the siding and reworked the wall for free.  The continued statement that the roof has leaked every winter is untrue to our knowledge.
Other pictures in the report show, siding in other areas of the home that are in disrepare. in addition one picture shows a piece of gable end metal missing. We are happy to fix the gable end metal, but there is a very strong indication that this blew off. 
Our stance on this has not changed. if there is something we did to cause this problem we will fix it. However the evidence shows different. To make it simple, if the siding was replaced as has been suggested on several occasions, the building would not leak. The roof, and the flashing, is not leaking.
We stand by our offer to hire an independant inspector to look at the home, since the customer does not trust us.
Sincerely,
Matt S[redacted]
Guardian Roofing

Guardian Roofings cleaning and maintenence program is designed to do as little dammge to the customers roo as possiblef.  the system is to clean the roof once, maintain it yearly, and perform a spot clean (as it should not need much) and retreat every three years to insure moss does not grow....

On the contract it states that the warranty is only valid if annual maintenance is conducted. This was conveyed to the customer, but is not mentioned in the complaint. We feel that the customer did not understand this and do not want an unhappy customer. We would be happy to clean the roof, and apply new treatment at a later date for no charge.   Matt S[redacted], Guardian Roofing

Guardian roofing did install a new roof for Miss [redacted].  Recently a call was placed to the company letting us know that there was a leak. The last call was in 2014, There was an issue with a dormor. In 2010 the roof had an issue that turned out to be a chimney. The chimney was not part...

of the contract. We arranged for the chimney to be fixed, and performed roof repairs that the chimney repair required for free, even though the chimney was not part of the contract, or part of the roof. At that time the customer was also informed that the siding was cracked and had problems that needed to be fixed. late 2015 the customer called with a problem, water ws coming in. Techs were sent to the home to cover up the area. We informed her that if the problem was not the roof there would be a service charge. The men on site felt that the siding was letting water into the home. She was informed that a service charge would apply, BUT if there were roof problems causing a leak we would not charge.
At that point the customer became very upset and said she was going to do everything in her power to dammage us. I personally called her and emailed her. I wanted to let her know that we wanted to work through the problem and reiterated that if there was something on the home causing theis problem that was due to our work in any way we would take care of it. I felt that she should know that since we performed repairs earlier that were not part of our work for free. She responded that she wanted nothing to do with us. I then offered to send a third party to investigate the problem and she refursed. Immediately she took to social media saying that we refused to honor our warranty.  We did respond.
Our offer still stands. We are happy to fix anything roof related that is causing her home a problem. We have asked for the report but have not recieved it.
We hope to resolve this issue.
Sincerely,
Matt S[redacted]
Guardian Roofing

#[redacted] I have referred to our corporate attorney for advise on the matter of flyer distribution of Mr. [redacted]'s with all correspondence copied below. I am forwarding his response here as I do not know how else to address it with Mr. [redacted]. I have apologized relentlessly and there is nothing further Guardian Roofing can do. We are not the one's leaving the flyers to begin with, we hire an outside company to do it. Thank you, [redacted] ###-###-####

Mr. [redacted],I appreciate you taking the time to reply reminding me about the recording you claim to have. As we mentioned to you on the phone several times. Supplements are made through Xactimate, which we own. It is a software most insurance companies use. We use this because lots of times the insurance shorts us on items which are supposed to be included in the insurance report, or using an outdated software update of when we actually build the roof.The way I read your concern, I understand handling insurance claims is not any of our customer's specialty, but it is ours. You seem to misunderstand what it is we do and how we do it.Supplements are sent to the insurance company after we get their initial insurance report. A supplement can include more than your roof if it was damaged during the storm. We built only your roof, so if the insurance accepted the supplement, we would get the shortages on the roof and you would get the money on anything else we didn't do on your claim. This would be what he possibly spoke of as the "refund".  If we take the whole check, we refund you the different. So when you pressured him on the amount, he would not be able to give you a specific figure until we knew what the insurance paid on regarding the supplement. There are no administrative fees on behalf of any customer.The amount written on your contract may be confusing because somehow an extra "." got placed. It was explained to you how we worked on your previous home, and this extra "." can easily be seen and understood by most anyone to be $5,544.32. Nothing else. You got your credit of $500.00 due to damage to your plants, etc.Once again, we will not and can not refund you your Recoverable depreciation, nor anything else. WE WILL NOT COMMIT INSURANCE FAUD, it is a felony in the State of Texas. We are in business to make a profit, not to lose. As we would here if we did what you are asking. We do not build roofs for free, or we would no longer be in business. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
The last documentation I have from them is from March 2014 where they improperly installed flashing which lead to continued water pouring into my hope causing/increasing damaged caused by their faulty roofing job.I do not remember when they came out and applied caulking to the siding of my house (in an area that is now documented to not be where their roofing job was leaking)I have ceased any non written communication with them so that everything will be on record.My house has been continually being damaged by their faulty roofing job and inept attempts at repair for the last five years.They have proven themselves to be untrustworthy, unethical and incapable of fixing this and I won't deal with them directly any longer.If they do not wish to settle out of court with a mediator, then I will have to sue them for inspection, water damage and mold mitigation, repairs, my time lost and legal expenses.
 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: [redacted] (or [redacted]) told me directly on several occasions that I would get to keep the recoverable depreciation and entitled to the supplements and the administrative fees. The manner in which the contract was completed was confusing because of the misplaced decimal points.  The repeated claims by [redacted] their trained representative that I would be entitled to these items: A) Administrative fees, B) Supplements and the recoverable depreciation combined by the poorly completed contract easily would have confused any consumer.The average consumer is not familiar with these insurance terms but the repeated claims by their representatives would have convinced any consumer. If in fact these were never due to the consumer why would have the "trained" representative made these claims? Perhaps it was an intent to confuse, deceive and mislead consumers. Because of this I stand by my claims and the recording reflects confirmation of the reality of my claims.     
Regards,
[redacted]