Dear Mrs [redacted] , I would like to profusely apologize for the treatment you received from our staffWe would like to resolve your concernMarco is a professional in his work and he does his best to make sure all our clients are satisfied with the work he providesHe was running late on 10/31/around 5pmHe did speak to your husband who told him that would be fine but then he received a call from you to cancelAs you requested on this complaint that we pay you $to have a professional go out and do the repairs to your interiorWe would be able to uphold that requestWe value all of our customers and hope to be able to serve you in the futureWe 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
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*. As I am Mr. F*’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
Dear Mrs [redacted] , I would like to profusely apologize for the treatment you received from our staffWe would like to resolve your concernMarco is a professional in his work and he does his best to make sure all our clients are satisfied with the work he providesHe was running late on 10/31/around 5pmHe did speak to your husband who told him that would be fine but then he received a call from you to cancelAs you requested on this complaint that we pay you $to have a professional go out and do the repairs to your interiorWe would be able to uphold that requestWe value all of our customers and hope to be able to serve you in the futureWe 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
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
*. As I am Mr. F
*’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