Heritage Xteriors, LLC

I am rejecting this response because:They had my cell number, in fact we have texted each other in past via my cellBut they have been calling my home number (not my wife's cell)They have sent someone to check itNot fully fixed yetThey can correct their response to Revdex.com complaint accordingly and I'd acceptThanks

Issue has been resolved. Homeowner would like to remove the complaint. We had been calling the phone number (wife's cell phone) since the day he first called into the office so that we could come out and resolve the issue. He had a different phone number that we did not have on file.

I am rejecting this response because: that was not true what they said or how they said it my adjuster Jim *** his number is *** you can ask him that was my adjusters name you can ask him about how they kept changing the price ,the dollars was what they told me and my neighbor they would wave that from the start in order to let us let them do our jobs ,they were saying that to alot of people

Attached is all documentation from Country Insurance and the Heritage final invoice in regards to this claim. The work was done for what the insurance company allowed us to do the work for. This job was no different from the other 300+ jobs and claims that Heritage did in 2016. It's very obvious...

this homeowner does not understand how to read the insurance scope/estimate off of which we worked nor is he interested in understanding his error in calculations on the claim. There were MULTIPLE attempts by management, the sales rep and the Country insurance field adjuster to explain the paperwork and our invoice. Unfortunately the homeowner was very stubborn and resistant to listening to anyone try and explain the claim and amount owed to him. The intent to lien letter was sent because the homeowner was being non-responsive and then non-willing to pay the balance owed. The roof was contracted on Sep 14, '16. The roof was completed the last week in Sep. The second check from insurance (final payment) was released back on Oct 8th. The homeowner did not make a first payment until Oct 19, 3 weeks after the roof was completed. The roof should have been paid in full at that point since the homeowner had all funds from insurance. Nearly 2 months later attempting week after week to collect the final balance to no avail the intent to lien letter was mailed out on Dec 14. The homeowner finally paid the balance owed on Dec 21. The intent letter is protection from potential non-payment. The allowed amount for the roof per the attached insurance claim is as follows;Dwelling Section-Metal Roof Turtle Vents $172.92Roof $7890.99Code Upgrade (in the roof section of the paperwork is line item #18, Ice/Water Shield. This item is crossed out by insurance because it is a paid when incurred item. Those funds are not released until the job has been completed. $1259.30Total insurance allowed amount for the roof totals $9323.21The homeowner agreed to pay an upgrade charge for ridge vent to be installed. $70Total with upgrade charge is $9393.21The homeowner refused to pay his legal and contracted obligation of $500, which is his deductible amount shown also on the insurance paperwork. In order to go ahead and close the job out without any further complaining from the homeowner with regards to the out of pocket owed deductible there was a $500 COURTESY credit applied to the final invoice so that we could finally close this job out. The amount now for the roof with the credit was lessened $8,893.21There is no overpayment amount of $277 on this claim. I am not interested in getting paid a dollar less or a dollar more than what was owed for work that was completed and agreed to. If the homeowner doesn't understand the numbers or is not interested in understanding the numbers for what was owed then maybe there is an attempt here to profit from an insurance claim (insurance fraud). I hold my representatives and crews to the upmost standards in regards to integrity in this business. This claim was handled no differently than any claim since the company began in 2013. The total amount owed was finally paid in full on December 21st, 2016.

I am rejecting this response because:They had my cell number, in fact we have texted each other in past via my cell. But they have been calling my home number (not my wife's cell). They have sent someone to check it. Not fully fixed yet. They can correct their response to Revdex.com complaint accordingly and I'd accept. Thanks

Issue has been resolved. Homeowner would like to remove the complaint. We had been calling the phone number (wife's cell phone) since the day he first called into the office so that we could come out and resolve the issue. He had a different phone number that we did not have on file.

Initial Business Response /* (1000, 5, 2016/07/16) */
At the beginning of June we were contracted to replace the roof on this project along with all of the gutters. Insurance did not pay for the downspouts to be done so that was to be a detach and reset on the existing downspouts, not a...

replacement. The roof was completed a couple of days after the contract was signed. My gutter crew was out the day after the roof was finished and completed the gutter replacement. Not only were both of the trades completed timely, but they were completed so quickly that the decision to have the downspouts replaced after the roof was done did not have time to get relayed from sales rep to production and then to the gutter sub. Again this was not something that was put in writing (contracted), this was verbal communication with one of my brand new sales reps at the time. At this point the day after the gutters had been completed the new sales rep in attempting to be proactive in getting the downspouts replaced thought he was contacting our gutter foreman directly, when in fact it was our roofing foreman. There is a language barrier with with my roofing foreman and the salesman. When the roofer said he would be out the following Saturday he thought it was regarding an issue with the roof that was just replaced, not understanding is was downspout related. At this point the rep thought the downspouts were being replaced on Saturday and the homeowner thought the same. They did not get replaced obviously. We are in our busiest time of the year right now, with 3 roofing projects being done a day 6 days a week and 1-2 gutter jobs per day. At this time production still does not have any idea the downspouts have not been done and we are keeping up with our daily production schedule to make sure we are not behind on projects. Several weeks later now after the Heritage rep believes the work was done he gets a very nasty phone call from the homeowner. The rep gives him my phone number as the owner as he is unsure how to handle the situation at this point. This is the first time that my General Manager and I are made aware of the downspouts needing to be done. When I spoke to the homeowner that evening upon his first call to me I apologized for the confusion that there had been with my new rep. It was explained that his sales rep was very new and had mistakenly contacted the wrong foreman on this project, when in fact the request needed to go to production in order to be scheduled. I explained that the work was done very timely in respect to the contract and that my gutter installers had done exactly what they were instructed to do per the contract and in accordance to what their work order had instructed. I told him that for the inconvenience he felt he had endured that I would not only install his downspouts at no charge, but that they would be an upgrade from the 2"x3" downs to 3"x4" downs.
The homeowner proceeded to tell me that the roof was beautiful, the clean up was fantastic and that he would refer us to anyone for the roofing. He said the gutters were also installed perfectly, he was just very upset that he told the rep after it was all complete that he wanted to downspouts replaced and it had taken 4 weeks to get it done. After my conversation with the homeowner on July 11th, my GM had a follow up phone call with him on the 12th setting up a time to meet with him in person along with our gutter foreman to address any additional concerns that he may have had. That meeting took place the evening of July 13th and the complimentary upgrade was completed the morning of July 14th.
I would like to stress that through the 3 years of business in which my company is A+ rated in four different markets that Heritage services there has never been a Revdex.com complaint, resolved or otherwise. Customer service is the #1 priority and responding quickly to issues is something that is a staple to this company. This was a communication issue, which could happen with any new representative brought on in any other line of work as they are learning and getting a grasp of what their job responsibilities are. This is not a representation of my business or the day to day operations.
Initial Consumer Rebuttal /* (2000, 7, 2016/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
To be clear, I requested the downspouts be replaced many days before ANY of the work began not after the gutters were first replaced as stated in the company response. The gutters were initially replaced a week after the roof. Therefore there was at least 1.5 weeks in there to communicate and they blew it. Regardless, mistakes happen. I was less upset about the initial communication mistake and much more concerned about the lengthy time it took to resolve the error. Everyone is going to make mistakes, but correcting those mistakes in a timely and professional manner is what sets customer service apart, at least in my opinion. Four weeks after the gutters were completed I still wasn't any closer to having the downspouts replaced. It wasn't until I called the owner and filed this complaint that I saw traction on the issue. The work was finally completed 5 weeks after the initial mistake. Quality looks good. Thank you.