J.A. Martinho Electric, Inc.

Dear Mrs***, We apologize for the inconvenience this has caused youWe did install the roof on June 14, for Mrand Mrs***On August 21, 2017, the homeowner called the office with concerns that there were too many granules coming off of the roof, we had our repair supervisor there to inspect their roof on August 22, He did not find any problems or damages on the roof at that timeOn September 28, 2017, the homeowner reported a leak on the flat portion of the roof, and water was coming down the back doorOur repair supervisor went on September 29th and determined that the water was running down from the air conditionerHe repaired and painted the areaOn October 2, 2017, the homeowner reported a new leak around the skylightWe noted that there are three skylights on the roof and all three need to be checked for any signs of leakingOur repair supervisor found the leaking skylight and sealed around itWe would like to point out that although we did seal the skylight under our warranty, all penetrations on the roof should be re-sealed every years as general maintenanceAt this time our office staff contacted Marco, who handles any interior repairs for All Weather Roofing, to schedule to have the interior damages that were caused by the leaks repairedMarcos first available appointment was on October at 3pmOn October 27, 2017, Marco got a flat tire and was not able to make the appointment so he contacted Mr*** to reschedule for October 31, On the 31st Marco was running behind schedule so he contacted Mr*** to inform him. The homeowners expressed concerns of him performing the repair during “trick-or-treating” hoursSo they rescheduled for November 2ndAfter receiving the initial complaint on here, we advised Marco to cancel the appointment until an agreement was found between us and the ***s At this time we will be more than willing to pay the $that was originally requested, or we can have a different contractor go repair the interior damages caused by the leaks in the roof. We would like to get this matter resolved as quickly as possible as it is not our practice to leave homeowners unhappyThank you, Samantha B***

Complaint: ***
I am rejecting this response because: I cannot accept any offer whatsoever until a quote has been made. I also cannot accept any offer because it appears to be more than just the one skylight - my door will not operate correctly because of the water leaking through the wall into the door area. As for previous information:No one called Marco to cancel. We called to ask where he wasThe conversation was between my husband and Marco. Marco stated he would be about minutes before getting to out house, this was at or near pmMarco was the one who scheduled the 4:time.
Regards,
*** ***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

AWR representative, Danny R***, and the homeowner, Mr***, signed the contract on October 6, (Attached) AWR performed all repairs and replacements to the roof that was specified by the insurance company on 12/6/2016.The contract states “With your Approval, All Weather Roofing will perform
the repairs and replacements specified by your insurance company for insurance funds only with any additional cost to you, except for your deductible.” AWR representative made amends to the contract, including “Synthetic felt (no charge), 45’ Ridge vent (to cover all ridges of house)”During the time of processing the paperwork for installation, our staff member overlooked the amendment and didn’t make note of it for materials to be orderedThe first time the homeowner reached out to us shortly after the install, we sent a field technician to install 45’ of ridge vent, which was not completed during install, and to roll accessible yard with magnetic roller to pick up as many nails as possibleWe received a second call from the homeowner on 3/2/in regards to nails being on the “deck” and that we didn’t install synthetic feltHe requested that we call before going in order to give us access to the deck for cleanupOn 3/16/2017, the homeowner requested a 3rd party inspection from *** ***AWR contacted the owner of *** *** and scheduled the appointment for the homeowner for the next dayThe following day, the day of the inspection, we followed up with *** and the homeowner*** did not answer so we left a message requesting a copy of the inspection reportOn 3/24/2017, 3/27/2017, 3/29/2017, we called *** and left a message for the reportThe morning of 4/7/2017, we called *** again and he answeredWe requested the inspection report again, he stated he was out of town and had the report with him which is why we haven’t received a copyHe asked for our address so he could deliver the report himselfWe called the homeowner to update him about what was happeningAnd then we received this complaintWe understand that this can be very frustrating, and requires much patience, but we are working as diligently possible given the circumstancesWe would like to resolve this issue, with all parties satisfiedAWR is willing to compensate the homeowner $10/sq for the synthetic felt, along with providing a year labor warranty in place of our standard year labor warranty that the homeowner is already covered under We have included a copy of the contract, warranty, and work orders for reference

Hello Revdex.com,
I was unable to log onto your complaint pageIt ***d an error had occurredI spoke to one of your reps and she suggested that I respond to this email
We did install a new roof for *** *** on the date ***d in her complaint***'s previous roof had leaked
and she has minor water stains on her living room ceilingI say has because she never had the water stains from the old roof leak repairedApproximately a month or so after we installed the new roof *** called us about a roof leakWe dispatched someone out to take a look at the roof the same day*** ***d the new roof had leaked in the same location as the old roof because the water stains on the living room ceiling had grown in sizeWe noticed no difference in the size of the stain and no evidence of recent water intrusionWe performed a leak test which involves applying large amounts of water over an extended period of time with a water hose over the suspected leak areaWe had someone in the attic space during the leak test to closely inspect the underside of the wood decking for possible leaksThere was absolutely no evidence of water intrusion.
We explained to *** that the new roof is not leaking and suggested she have the ceiling stains repaired and they will not return*** contacted us again a couple months later with the same concerns about her roofWe sent someone out to take a second look at the roof* ***d again that the water stain on the living room ceiling, from the old replaced roof, was leaking again in the same locationWe found no evidence of any recent water intrusion in the home interiorWe performed a second water test and found no evidence of any water intrusion in the attic spaceWe again explained to *** that if she will have the water stains on the ceiling repaired they will not return because her new roof does not leakI offered to have someone repair the ceiling stains for herShe was not interested
A couple months later we received a third call from *** that her roof was leaking because she noticed the water stain on the ceiling getting larger againWe sent someone out to take a third look at ***'s roofThe original ceiling stain had not grown in size and there was no evidence of any recent water intrusionWe performed a third leak test and found no evidence of any water intrusionAt this time I tried again to explain to *** that the ceiling stain is from her old roof leak and if she would have the ceiling stain repaired it will not return because her new roof does not leakI again offered to have the ceiling stains repairedShe was not interested.
***'s *** *** insurance agent contacted me last month concerning a claim *** wanted to file on her new roofI explained the scenario to the agent and he agreed that *** does struggle with comprehension and he would contact ***'s daughter to assist in possibly getting *** to understand the true condition of her roofI assumed after this conversation that the concerns were closed until we received the complaint notice from the Revdex.com.
The bottom line is ***'s new roof does not leak and has never leakedIf in fact the new roof was leaking with the record rains we have received over the last several months there would be no question because the hypothetical interior damage would be extensiveI would think *** *** has photos from their adjuster's original report that clearly shows the extent of the interior ceiling damage from the old roof leak *** is describingThese photos will add to the forensic evidence that all support the fact there is no and has not been any water intrusion from the new roof we installed
I am always available for questions or to discuss this matter in greater detailWe greatly value our impeccable history with the Revdex.com and ask for your assistance in resolving this difficult situation
Thanks,
*** ***
Project Manager
All Weather Roofing, Inc
***
***

Dear Mrs. [redacted], I would like to profusely apologize for the treatment you received from our staff. We would like to resolve your concern. Marco is a professional in his work and he does his best to make sure all our clients are satisfied with the work he provides. He was running late on...

10/31/17 around 5pm. He did speak to your husband who told him that would be fine but then he received a call from you to cancel. As you requested on this complaint that we pay you $250 to have a professional go out and do the repairs to your interior. We would be able to uphold that request. We value all of our customers and hope to be able to serve you in the future. We hope that you allow us to show a true customer service of All Weather Roofing and to make up for this disappointing experience.   Sincerely,   All Weather Roofing

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I would add only that the reason for the delay in contacting All Weather Roofing was because of the catastrophic hail storm in October 2015, which made it extremely difficult to find a roofer to perform the repairs.  I waited, simply as a courtesy to All Weather Roofing, based on the overwhelming amount of roofing work in Las Cruces and the unavailability of roofers for minor repair work.I am satisfied with the work performed and the communication that ensued since filing this complaint.
Sincerely,
[redacted]

During the week of September 19th Sammy F[redacted] was working in the area of Northern Hills Rio Rancho assisting homeowners in the claims process to have their roofs replaced because of the damage from the hail storm in July of this year. Mr. F[redacted] stopped by the home of Mr. and Mrs. [redacted]. He spoke...

with Mr. [redacted] at that time and explained our process. Our process is, upon the homeowners’ approval, we will inspect the roof for weather related damage. We then let the homeowner know what we found, we will even provide pictures that we took of the damage to their roof, if there is enough damage to substantiate the claim we inform the homeowner that we can assist them through the insurance claims process and that we will do the repairs and replacements specified by their insurance for the insurance funds only, except for their deductible. After explaining our process Mr. [redacted] told Mr. F[redacted] that he would perform the inspection himself and would let Mr. F[redacted] know what he found. At that time Mr. F[redacted] left the property. On September 29, 2016 myself, Samantha B[redacted], and Sammy F[redacted] were in the area of Northern Hills Rio Rancho checking on an install. Mr. F[redacted] informed me that we were going to go to the area of [redacted] to go speak with some homeowners he had previous contact with to touch base and see how their claims were coming, adjusters’ appointments, etc. We then went to Mr. [redacted]’s home. Mr. [redacted] came out and spoke with both myself and Mr. F[redacted]. As I am Mr. F[redacted]’s manager and direct supervisor I was with him in the field that day. Mr. F[redacted] asked Mr. [redacted] if he had the chance to inspect his roof. Mr. [redacted] said he had not. Mr. F[redacted] told Mr. [redacted] that we could do the inspection at that time if he was okay with it. Mr. [redacted] agreed that we do the inspection as he “had to get the baby out of the bath and should be out soon”. Mr. F[redacted] and myself preformed the roof inspection and found hail damage resulting from the storm on July 29, 2016. We climbed down, put our ladder away, and knocked on Mr. [redacted]s door to inform him of our findings. At that point Mr. [redacted] was now able to come out and speak with us. Mr. F[redacted] told him there was enough damage to his roof to substantiate the claim and that we could help him through the process. Mr. [redacted] agreed to file the claim. Mr. F[redacted] then went over our contract, which states “This agreement is contingent upon approval of the claim by the insurance company. With you approval, All Weather will perform the repairs or replacement specified by the insurance company for insurance funds only, without any additional cost to you, except for your deductible.” Mr. [redacted] then took the contract inside to his wife to have her sign it since she is the insured. Mr. [redacted] provided their policy number for us to assist in filing the claim with the insurance company. Mr. F[redacted] and Mr. [redacted] then called Farmers Insurance on speaker phone so both could hear the conversation. Mr. F[redacted] began the process but the representative wanted to speak with the homeowner so Mr. [redacted] completed the filing process. Mr. F[redacted] then explained that an adjuster would be getting in contact with them to schedule the adjusters appointment, and we left. On Tuesday October 4th Mr. F[redacted] contacted Mr. [redacted] via text, to inquire about the scheduling of the adjusters appointment. Mr. [redacted] responded that the appointment was scheduled for Saturday October 8th. On Friday October 7th Mr. F[redacted] had to leave town unexpectedly with family, he informed Mr. [redacted] that he would not be able to be at the adjuster appointment the following morning, but that he would touch base with them the next day to see how it went. On Saturday October 8th Mr. F[redacted] sent a text message to Mr. [redacted] to see how the adjusters’ appointment went, and never got a response from Mr. [redacted]. Mr. F[redacted] did not tell Mr. [redacted] that the Homeowners association was liable for the roof replacement. Mr. F[redacted] did explain that if there was a homeowners association that Mr. [redacted] may have to speak with them before installing a new roof for approval, also that they may be particular about the color of shingle that is installed. Mr. F[redacted] even told Mr. [redacted] that I, Samantha B[redacted], could speak with the association in regards to color of shingles and the scope of the work we have been contracted to perform. At that time Mr. [redacted] explained to us that his H.O.A. was not that involved in the community and that it shouldn’t be an issue. I agreed with him, knowing that the H.O.A. is not very active within the community and are not specific on colors as long as he sticks to our basic color choices, shingle colors that are already in the community. The only time any sort of 10% fee was mentioned was when Mr. F[redacted] was going over our contract with Mr. [redacted]. Our contract does state that “If this contract is cancelled by the Homeowner after the three day right of rescission, but before work begins, Homeowner agrees to pay All Weather Roofing 10% of the contract price, not as penalty, but as fair compensation for services provided by salesperson up to the time of cancellation.” We never did receive their cancellation notice. I have attached a copy of our contract

Tell On October 14, 2015 Allstate provided Mr. [redacted] with an estimate for the repairs and replacements of the roof and roofing system(s).On October 19, 2015 Mr. [redacted] signed a contract in the presence of our representative, Patrick V[redacted]. The contract states “With your approval, All...

Weather Roofing will perform the repairs and replacements specified by your insurance company for the insurance funds only without any additional cost to you, except your deductible.” On November 2, 2015 All Weather Roofing began the repairs and replacements specified by Allstate. During the removal process of the roof, we discovered that the flat portion of the roof was a rolled roofing hot mop application system. The insurance had originally paid for just a rolled roofing system. Samantha B[redacted] then informed the adjuster, [redacted], of the difference in the roofing system that was originally estimated and what was actually on the roof. Mr. [redacted] then prepared a new estimate showing the proper roofing systems on the roof, dated on November 13, 2015. The original estimate had a total replacement cost value of $7498.92, with Mr. [redacted]s coupon for $500 off the total was $6998.92. The revised estimate that Mr. [redacted] sent to Mr. [redacted] had a total replacement cost value of $7976.63, with the coupon the total came to $7476.63. Leaving a total difference of $477.71 that Allstate was responsible for.On August 24, 2016 Samantha B[redacted] returned Mr. [redacted]s call in regards to the warranty issue. He explained to her that there was a total of 10-15ft of gaps in the drip edge. He explained that it appeared that the new drip edge was not as wide as the drip edge that was originally on the roof before we performed the repairs. Miss B[redacted] explained to Mr. [redacted] that most homes have a 2x2in drip edge, and it is possible that the original drip edge was a 4x4in, and that after speaking with the owner himself she would call Mr. [redacted] back with a possible date for repairs. It was understood that Mr. [redacted] was in the process of selling the home and needed the repairs to be completed soon. The afternoon of August 24, 2016 Miss B[redacted] was called out of work due to family medical concerns and did not return to work until September 6, 2016. During that time period, Mr. [redacted] never contact the office in regard to the repairs. When Miss B[redacted] returned on September 6th she contacted Mr. [redacted] and scheduled for the repairs to be completed on September 12th. All Weather Roofing did repair all of the drip edge on the home.It is very important to us to have satisfied customers, but we need to be made aware of the issues as they arise. In this case it was months after the installation before the issue was brought to our attention. Unfortunately during that time Ms B[redacted] was out of the office and the office was never informed. us why here...

Complaint: [redacted]
I am rejecting this response because:We agreed with what was going to be installed on the contract and there was no amendments made or agreements made with us concerning any changes to the contract. We expected to have the synthetic felt installed as agreed on the contract that we signed as there was NO amendments made to the only & original contract we signed. Any amendments made to the contract would have been solely by All Weather Roofing internally without our notification. We were given assurance by Danny that everything that was listed on the contract would be installed. If we never called on the ridge vents- I am sure they would've never called us to say they forgot to install it. We paid for what we signed on the only & original contract but was not fully fulfilled by AWR. We are requesting a refund up to the amount that was paid and no less than half of the amount that was paid! We don't need the extra warranty that is being offered.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]