Interstate Roofing, Inc.

We spoke with Mr*** and are coordinating a paint and gutter crew to replace the gutters, so they are matching the existing guttersWe will also make sure that he has the information needed to complete the roof for troops rebateWe have every intention of resolving these issues so that
customer is happy

We have been working with the customer to remedy the situation. She has called an engineer to determine the root cause of the aesthetic issues. We have agreed to meet her halfway regarding the repair and replacement of shingles along the front of the home to improve their appearance. I will notify the Revdex.com again once we have determined that she is completely satisfied with the resolution

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11089194, and find that it is satisfactory that the General Manager would contact me about specific details of this job and issues. This does not mean that this is a resolution of the complaint at this time. We will discuss and see if there can be a resolution for all pending issues
Sincerely,
*** ***

At Interstate Roofing we make every effort to negotiate terms with insurance companies to repair or replace all damaged property to our customers home There are situations based on the customers insurance policy where they will not pay to replace certain items based on building codes or
minimal damage Such is the case with the *** The insurance company did not agree to replace additional items outside of their roof despite repeated attempts Per our original contract with the customer, we have completed all scope of work related to roofing and the supplements approved by their insuranceThe contract for repair between Interstate Roofing, *** and *** *** was signed on 9/10/14, re roof took place on 10/17/14, and the city of Berthod passed final inspection of work completed on 8/29/Interstate Roofing has attempted to make contact with the customer on 6/6/and 10/15/to collect past due payment, with no answer or return phone callsThe most recent attempt was in January 2016, our team finally reached Mrs*** and in a conversation with the customer, she had contested that she did not feel that she owed Interstate the balance for the re roof invoiceThe invoice amount total was negotiated with the *** insurance company and they have received those monies in full minus their deductibleThe customer communicated that Interstate Roofing was to replace siding and windows as well and they refused to pay until they were completed The windows and siding were inspected but not approved by the insurance company on the *** hail claim against their home owners policy Interstate Roofing has no contractual obligation, nor has attempted to collect monies in regard to any additional work to be performed, other than the scope of work to the re-roofAt this time the customers are severely delinquent in their payment, and are using multiple avenues to avoid paying their balance due

First and foremost the customer did not request new decking as part of the roof installation, which would have required additional installation costs as noted on the contract. Our contract states that we were not manipulating the decking in any way. Our responsibility to our customer is
to put a new roof on the home that follows manufacturers specifications, and all city codes Both manufacturer specs and city code state that there must be a solid nailable surface underneath the shingles. Our roof is compliant to industry standards, and has also passed the cities inspection process, which did not require the replacement of the decking. The issue of the decking sagging under the shingles is an aesthetic issue, and does not affect the performance of the shingles. We do understand the customers concerns on the appearance of the shingles, and we are willing to give her a quote to address the aesthetics of the roof. We have a meeting set up with the homeowner next Tuesday to discuss what we can do to remedy her concerns. Customer service is paramount to us, and we will do whatever we can (within reason) to ensure that she is satisfied with the completed project. We will update the Revdex.com again next Tuesday with our resolution

Initial Business Response /* (1000, 6, 2015/05/28) */
Interstate Roofing, has attempted to work with Ms*** in a professional and courteous mannerWe installed a new roof on Ms***'s house in a timely fashion, and scheduled an inspection for the city to double check our workMs
*** requested that she be notified hours in advance of any work being done to her homeUnfortunately, with the severe weather Colorado has been having this year, it is necessary for us to complete projects when the opportunities present themselvesWe try to provide our customers with as much advanced notice as possible but various factors play into the scheduling of each job, and at times advanced notice is simply not a feasible requestOur last interaction with Ms*** was when she called into the office and requested to cancel her contract after we already completed the work on her homeWe informed her that we were not able to cancel the contract because all of the work had been completed, and that she had an outstanding invoice that she needed to payShe also made a complaint that the Aurora city inspector showed up with one of our employees unannouncedIt was explained to her that we have no control over the city inspector's scheduleThe city inspector notifies us the day before they are going to be in a certain area and one of our employees follows him around to various houses in the neighborhood completing inspections at the city's discretionDue to the fact that Ms*** refused to let the city inspector inspect her roof because she did not receive more than hours notice that he was coming, the city inspector notified us that we are exonerated from any further inspections because Ms*** refused to let him inspect her roof
All work has been completed, including any necessary repairs in accordance with the scope of the contractWe also provided her with an upgraded shingle at no additional cost to her as an added customer serviceWe strive to offer the highest level of customer service possible to every customer, but unfortunately we have been unable to exceed Ms***'s unreasonable expectationsInterstate paid for the materials and labor on her home, we now expect to be compensated for the work we completed without having to begin the lien process
Initial Consumer Rebuttal /* (3000, 8, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The behavior of Interstate Roofing has been unacceptable and unprofessionalIf they were unable to notify me hours in advance anytime that Interstate would be at my property then they should have never made that promise to me when I decided to sign the contractAccording to my contract, I am responsible for the safe keeping of my petsMy dog is outdoors during most of the day, and Interstate has had workers in my yard with my dog while my dog is barking at themThis is a liability for me, and a disturbance for my neighbors (I could be fined if my neighbors complain)How can I be responsible to secure my pets and other belongings when Interstate shows up unannounced to do work on my house? Also, Interstate knows where they are sending their crews the day before the jobThey should have called me to let me know that they would be working on my property
I signed a contract with Interstate on November 4, 2014, and the work on my property is still not complete, and it has been over monthsThe roof also failed inspection and no one has contacted me about it, though I've emailed *** ***, an employee of the company, twiceThey have threatened legal action against me numerous times because they want me to pay my bill, even though the work is shoddy, the project is not complete, and it failed inspectionI was promised that Interstate wouldn't try to collect any payment until the work was complete and I was satisfied with itI have already paid over 50% of my bill, and I will pay the rest of my bill once a few conditions are metThose conditions are: the project has to be complete and able to pass inspection, the work should be excellent as I was promised, and I need to receive a correct invoice*** *** was furious when she found out that I had filed a Revdex.com complaint and told me that she would put a lien against my house and charge me more money for an itemized invoiceInterstate has sent me at least incorrect invoicesThe first invoice had the correct amount for the total bill ($6,792.80), however, it didn't show that I had already paid 3,toward the bill, and showed my balance as 6,The next invoice charged me $for the project, which was over $more than I was told my bill would be (I have email documentation of this)The bill also listed attorney's fees at $859.21, which brought my total amount due to $(My total amount due should actually be That's nearly $difference!)Also, the bill listed the incorrect shinglesOn the next bill they put a $memo, which I have no idea what that means, and they claim it is a promotional priceNo where in my contract or on the first invoice does it say anything about a promotional priceSo far, I have yet to receive a correct bill from Interstate, but they are claiming that my account is past due since April 9, even though the project is not complete and my bill is not correct*** *** has refused to provide me with a corrected billI haven emailed Interstate several times asking for a corrected billI also emailed them asking that we can please work together to find a time for Interstate to complete their end of the contract so that my roof project can be finishedThey have yet to email me back
Also, Interstate said they were exonerated from the roof inspection and told me to schedule my ownI spoke with ***, a city inspection supervisor, and he said that no one would have ever given a contractor exemption from an inspectionI was also told by *** *** to schedule my own inspection and that I would be charged extra for the inspectionI scheduled my own inspection and Interstate refused to show up for it, even though I emailed them letting them know that I was doing thisA couple days later the inspection took place, but my roof failed the inspection because the work that Interstate did is subparThis whole project and Interstate's refusal to work with my in a professional capacity has taken up a lot of my timeThey have provided me with several incorrect invoices, and it seems as if this is a game to them to see if I will just give up and pay the additional money that they have decided to charge me for this projectI refuse to pay an invoice that is incorrect, considering this will be a legal document for my roof, and this project is several thousand dollarsI need a correct invoice for my records
I am attaching the several different invoices that I have received from Interstate
Final Consumer Response /* (2000, 11, 2015/08/10) */

I do not feel as though this should be treated as a valid complaint. My phone number is listed directly on the Revdex.com website as a contact to call prior to making a Revdex.com complaint. I feel as though this was a situation that we could have easily solved if I was given the opportunity to help you. I...

apologize that it took you several months before we your roof was put on, we were dealing with ones of the largest hail storms in Colorado history. Counties are still back logged closing out permits. We have called in to have your house re-inspected unfortunately I have no control over how quickly the city gets out there to do that. I believe all repairs have been corrected and should have no issues with inspection. I apologize for any errors with billing or short comings with the project manager you had assigned to you. We always strive to provide customers with quality products and satisfactory customer service, in all the communities we care for.

I apologize for the lack of communication and organization on behalf of Interstate Roofing. We have completed this project and registered the 5 star warranty with Certinteed. It is my understanding that there are no other issues, and our contract has been fulfilled.

The customer has received his warranty directly from the manufacturer. I apologize for the delay in getting it to him. Nothing further should be needed. The customer should be satisfied.

My name is [redacted] and I am the General Manager of Interstate Roofing.  Apparently their is a great deal of confusion regarding this job and the work that Mrs [redacted] expected to be completed.  I will personally reach out to Mrs [redacted] to achieve a adequate resolution for both parties.  I will update the Revdex.com again once I have had the chance to meet with Mrs [redacted] and address her concerns specifically.

Mrs. [redacted]’s roof did pass inspection. We have done everything to satisfy the contract. We believe there is nothing further we can do on our end. I apologize the customer had an unpleasant experience with her project manager. If Mrs. [redacted] needs anything further she can contact me directly. At this point we feel we have done everything to resolve this matter.

Initial Business Response /* (1000, 9, 2015/10/26) */
We have been working diligently with Mr. [redacted] to repair the siding on his home. Mr. [redacted]'s siding is failing on the side of his home. Any time a product fails, it takes time to get vendors and manufacturers involved to identify why the...

product failed, and how it should be replaced so that it does not happen again. We have been in constant communication with Mr. [redacted] and have been at his home multiple times. We are doing everything possible to facilitate and expedite his repairs. I believe it is unfortunate that Mr. [redacted] felt like he could expedite the process by reaching out to the Revdex.com. The manufactures guidelines and specifications must be followed and we will take care of Mr. [redacted]'s repairs as we are able. Last Friday we met [redacted] who is the manufacturing rep for the siding company along with the products installer. We have special ordered replacement product and are tentatively set to install the replacement siding a week from now.

We have contacted Mr. [redacted] and have made arrangements to follow through with our contractual agreement. It is our highest intention to expedite the replacement of his roof, as well as any additional exterior work. We have been in the process of dealing with his insurance company, because his...

claim did not meet fair market value. This has played a factor in the delay of his work starting, but we fully intend to satisfy the customer in a timely manner.

Initial Business Response /* (1000, 8, 2015/07/31) */
We have been unable to locate this customer in our system, and are unaware of the issue. If we did in fact do the work on this project we would be more than happy to address any concerns he may have but would need his contact info to do so....


Initial Consumer Rebuttal /* (2000, 10, 2015/08/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Contact XXX XXXXXXX [redacted]

Initial Business Response /* (1000, 10, 2015/07/31) */
In response to the following concern, Interstate Roofing is actively pursuing an acceptable resolution. However there are circumstances involved that are out of Interstates control. The issue at hand involves possible manufacture defects,...

unknown and unforeseen by Interstate, and its agents at the time of install of said materials.
Interstate has reached out to manufacture of the product believed to be causing the issue stated in this complaint. We must follow manufactures process to thoroughly investigate issue through their claim process. A claim has been filed on behalf of the homeowner, and we are awaiting the results through their claim process.
We have remained in constant contact with the homeowner, giving updates, and we will remain in close contact with the customer until all issues are resolved in a satisfactory fashion.

In response to complaint # [redacted], for a warranty claim from [redacted] regarding his tile re-roof completed in 2013, Interstate Roofing had received no communication as stated by [redacted]. Interstate Roofing has no documentation, or proof of said letter sent by our customer.  Warranty...

claims are a priority for us at Interstate Roofing, and we have process' and procedures in place to always respond to any warranty claims in a timely manner. Once receipt of claim was made through the Revdex.com Interstate Roofing assigned a repair technician to the claim, we have had the opportunity to inspect, and communicate a resolution with the customer on 11/17/16.  We stand behind our workmanship, and in this case 1. repair of loose, or shifting tiles can be a natural occurrence with concrete tile, as for 2. the leak we have found the source of the leak to be mortar joint in a brick wall, and not the workmanship of Interstate Roofing, however we have made accommodations to correct both issues in good faith.  We have communicated work to be performed with Mr. [redacted], and it is our understanding that he is in agreement with said good faith repairs. In closing Interstate Roofing values our customers, and prioritize warranty claims once we have been given proper notice of such claims. We will request that this complaint is not filed as a complaint, as in this case we have no proof of letter sent by Mr. [redacted], and our records show no other attempt of communications of our customer, via electronically, phone, or in person thus the complaint filed with the Revdex.com was our first opportunity to respond. Also after our inspection the issues stated in complaint are not workmanship issues, but instead a natural occurrence with product type, and a leak source that is not a part of the roof repairs agreed upon, but instead a brick wall, we are going to address these issues in good faith to our valued customer. Sincerely[redacted]Production Manager Interstate Roofing

We have finalized on the list of needed repairs for [redacted].The project manager put a rush on the project because it was family. Due to the distance from our office in [redacted], the work load resulting from the recent storm, and logistics of the paper work to cross from [redacted] into [redacted]. It would...

have better served the client to have waited to start the install until all of these steps had been already competed.We will be able to get the supply yard to rectify the damaged driveway. Very shortly we will have all required paperwork to ensure the quick release of the funds from [redacted] for the client.We have apologized profusely to [redacted] for the stress and inconvenience this has caused him. We look forward to completing the list of corrections and having another happy client.

I respectfully feel this should not be considered a valid Revdex.com complaint. There were hiccups in the beginning, with product availability and color. However, I am attaching an email from the customer where she is agreeing to the change order. We have made several attempt to correct the issues with the...

roof at the [redacted] residence located at [redacted]. This job was turned over to our lawyer, back in December of 2016 to be collected. After several attempts of trying to deal with them and get no where. We finally decided to turn the job over to legal counsel to collect payment. After Mr. [redacted] told a representative of my company, if anyone came on his property, they were armed and he would shoot them. From that point we reached out to the insurance company letting them know that we were unable to perform the necessary modifications to the roofing system in order to get it to pass inspection. From a contract stand point the majority of the work has been completed and the customer does not have the right to with hold payment for not passing inspection and is using this as a way to get out of paying for services that have already been majority completed. This is already also a legal issue and the customer only filled a complaint as a means to not have to deal with our attorney. There resolution is completely unreasonable, especially because we were never even paid for completing the project. Secondly Mr. and Mrs. [redacted] never gave us the opportunity. We would like to be for the work that was done and be able to close the permit. I'm willing to work the customer to come a reasonable resolution, and hope to make them satisfied with the outcome.

Complaint: [redacted]
I am rejecting this response because: I think my complaint is valid .  I did contact the company via phone and told them of my concerns.  I did not respond to the complaint on line.  My house has not passed the City and County inspection.  If and when the city comes out, is Interstate Roofing going to fix what does not pass?  Interstate Roofing needs to educate their sales people in customer service because I certainly did not feel valued when their sales people threatened me.  As long as my house passes inspection I will be satisfied.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   Yes, we did finally receive the warranty from the manufacturer, as agreed to in our original contract almost 10 months ago.  Thank you Revdex.com for helping to get this done.
Sincerely,
David [redacted]