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 meI am sure you feel like you did your bestI have still lost the vacation day that I can not get back as well as the Saturday I gave up.That you can not make up for even though I was told you would try Regards, [redacted]
I am sincerely sorry that she had this experience with our company The salesman has been reprimanded for not following up on the initial complaint As the owner, I would like to discuss this directly with the customer and make it right for them.My personal cell phone number is *** [redacted] [redacted] Feller Roofing
Thank you for the opportunity to respond to Ms***’s complaint Below is a timeline of the activities: Thursday, 5/19/– We received a request via our website from Ms [redacted] for an estimate Monday, 5/23/– We contacted Ms [redacted] and set an appointment up for Friday, 6/3/(days from her initial request, not three weeks as she alleges) At no time were we advised this was not acceptable Friday, 6/3/– Our sales representative visited with Ms [redacted] regarding her roof concerns She agreed to have the work complete Monday, 6/13/– We set a repair date with Ms [redacted] for Wednesday, 6/29/ Monday, 6/21/– We received a cancellation, so we called Ms [redacted] and offered to move her repair up to Monday, 6/27/ Monday, 6/27/– The repair crew worked on her house Tuesday, 6/28/– Our sales representative inspected the work and was not satisfied with the crew’s work, so he called Ms [redacted] to advise he would have them scheduled to come back out He spoke with Ms***’s husband at this time Ms [redacted] appears to be upset about the length of time it took to have her repair completed While I wish we could have gotten to it sooner, we had many customers with signed contracts prior to the date she signed When our sales representative (Austin), called to advise he was requesting some touch up work, he talked with her husband who appeared thankful for our conscientiousness Ms [redacted] got very upset with Austin that he discussed it with her husband, however, her husband’s number is the only number she provided us I personally tried to call to talk with her and received her husband’s voicemail message I left a detailed message that I wanted to discuss her complaint and she has not returned my phone call My Production Manager reached out to Ms [redacted] via email to confirm a date for the touch up work and we received the following back “My husband was supposed to call your office, I am at work and to upset to speak with anyone at your company right nowHas any work actually done?” While the majority of the work has been completed, we are scheduled to complete the touch up work next weekMs [redacted] never contacted our office prior to filing a completed with Revdex.com and giving us a star rating on Facebook As Ms [redacted] will not talk to us, I am not sure how we can resolve this issue I do not know what she would like us to do to satisfy herIf she would contact us, we will be happy to help her
Please see the two attachments In December, when we were notified of the leak, we began working with Mr*** In the middle of investigating where the leak was coming from so as to know what needed to be fixed, Mr*** refused to allow us back on the roof We tried
numerous times to explain that unless he allowed us on the roof, we couldn't tell what needed to be fix, but he still refused I am not sure how he expected us to fix the issue without being able to get on the roof to inspect it As stated in my December 21, letter to him, we have always been willing to fix any leak and accompanying damage, but without being able to get on the roof, we didn't know what to fix We repeatedly tried to explain why we needed to get back on the roof, but he refused every time. As you can see in my email sent to him today, he allowed two other roofing companies on his roof to inspect the leak They found faulty flashing Had we been allowed on the roof, I am certain we would have found the same thing and would have fixed all issues immediately Now that he has allowed someone on the roof and we know what the issue is, we have kept our promise to take care of the leak and interior damage.I am not sure what else we could have done to resolve this issue without having access to the roof
I communicated with Ms*** yesterday via email to confirm that we would be back out there Thursday I believe that after the work is completed Thursday, she will be satisfied with the work I advised her that she is not expected to pay the invoice until after the work is done I plan to contact her on Friday to make sure all is well Thanks
This complaint takes me by surprise While Mr*** is correct regarding the fact that original crew did not show up As soon as I was aware of the situation, I spent the day continuing to try to find them and working with Mr*** When Mr*** said he did not want
that crew on this house, we agreed to reschedule for Saturday My husband and I along with our superintendent were at the job site that day to ensure Mr*** was satisfied I apologized for the need to reschedule several times and while we were on site, both Mrand Mrs*** appeared to be happy. Due to the situation with Mr***, we have fired that crew I am not sure what more I could have done to prevent this negative review I worked very hard trying to make the ***s happy and thought I had succeeded We always do everything we can to make sure our customers are happy In this business, negative reviews cost us a lot of business and we can't afford that I am very sorry he was not satisfied What more can I do?
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
In the attachment from Mrs***, she gave us the option of having their business do the repairs or hiring another Master Elite roofing contractor to do the work I've chosen to have *** *** *** do the chimney work and I have uploaded the contract they gave me This quote is for the chimney flashing only and *** *** has also offered to give me a quote for the interior damage- however they must come to my home to take interior measurements before they can give me that estimate Mrs*** said they would pay the roofing company directly, however *** *** would prefer only having a contract with me, the homeowner, directly *** *** *** stated they can start the chimney repairs by next week I will continue to work with Feller Roofing to arrange how *** *** *** will be paid for the chimney work and also forward the estimate for the interior work when I receive it If Feller roofing wants to send me a check for the chimney work, I can send them a copy of the receipt when I pay *** *** *** for the chimney job We could do the same for the interior work, once I get that estimate and forward it to them
Regards,
*** ***
Revdex.com:
I was able to get in touch with [redacted] from the number he provided on his response. [redacted] was extremely apologetic and completely understood where we were coming from. He made it clear that this is now how they do business, nor was it acceptable how is salesman handled the situation. He immediately made me feel better, and also said he would refund our total amount spent of $500 since the work was not performed was not complete. I would not be afraid to use his company in the future, and am glad this issue has been satisfactorily resolved.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I apologize I missed my timeline according to you by 1week butyou have call and reschedule on me so many times between inspection to actual work day that is hard to keep up on you. As a matter of act, we had to call and schedule the work day because we never received the call for schedule that was promised until we call. I have contacted the office by email and by phone. I have provided my phone number in at least 2 occasions which is [redacted]. I did contacted you by phone and email prior making my complaints and I was given the bogus reaponse that the work "was not finished." If you agree with the timing of my complaint or reviews are not the issue at this time, since thy were my choice as a customer, just like you choose to work with us as a client and promised a service. The issue here is that I received an invoice for a service that was reported as completed when it was not, and at this point I am not even sure if it was started. That is my problem, I feel I was lied to and taken advantage off. And when they start treating us like a client that deserves their time and the best job they can l provide I have no problem speaking with them and even retracting and improving the review I gave them.
Regards,
Carla [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.
Regards,
[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. I am sure you feel like you did your best. I have still lost the vacation day that I can not get back as well as the Saturday I gave up.That you can not make up for even though I was told you would try.
Regards,
[redacted]
Thank you for the opportunity to respond to Ms. [redacted]’s complaint. Below is a timeline of the activities: Thursday, 5/19/2016 – We received a request via our website from Ms. [redacted] for an estimate. Monday, 5/23/2016 – We contacted Ms. [redacted] and set an appointment up for Friday,...
6/3/2016 (15 days from her initial request, not three weeks as she alleges). At no time were we advised this was not acceptable. Friday, 6/3/2016 – Our sales representative visited with Ms. [redacted] regarding her roof concerns. She agreed to have the work complete. Monday, 6/13/2016 – We set a repair date with Ms. [redacted] for Wednesday, 6/29/2016. Monday, 6/21/2016 – We received a cancellation, so we called Ms. [redacted] and offered to move her repair up to Monday, 6/27/2016. Monday, 6/27/2016 – The repair crew worked on her house. Tuesday, 6/28/2016 – Our sales representative inspected the work and was not satisfied with the crew’s work, so he called Ms. [redacted] to advise he would have them scheduled to come back out. He spoke with Ms. [redacted]’s husband at this time. Ms. [redacted] appears to be upset about the length of time it took to have her repair completed. While I wish we could have gotten to it sooner, we had many customers with signed contracts prior to the date she signed. When our sales representative (Austin), called to advise he was requesting some touch up work, he talked with her husband who appeared thankful for our conscientiousness. Ms. [redacted] got very upset with Austin that he discussed it with her husband, however, her husband’s number is the only number she provided us. I personally tried to call to talk with her and received her husband’s voicemail message. I left a detailed message that I wanted to discuss her complaint and she has not returned my phone call. My Production Manager reached out to Ms. [redacted] via email to confirm a date for the touch up work and we received the following back “My husband was supposed to call your office, I am at work and to upset to speak with anyone at your company right now. Has any work actually done?” While the majority of the work has been completed, we are scheduled to complete the touch up work next week. Ms. [redacted] never contacted our office prior to filing a completed with Revdex.com and giving us a 1 star rating on Facebook. As Ms. [redacted] will not talk to us, I am not sure how we can resolve this issue. I do not know what she would like us to do to satisfy her. If she would contact us, we will be happy to help her.
I am sincerely sorry that she had this experience with our company. The salesman has been reprimanded for not following up on the initial complaint. As the owner, I would like to discuss this directly with the customer and make it right for them.My personal cell phone number is [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 meI am sure you feel like you did your bestI have still lost the vacation day that I can not get back as well as the Saturday I gave up.That you can not make up for even though I was told you would try Regards, [redacted]
I am sincerely sorry that she had this experience with our company The salesman has been reprimanded for not following up on the initial complaint As the owner, I would like to discuss this directly with the customer and make it right for them.My personal cell phone number is *** [redacted] [redacted] Feller Roofing
Thank you for the opportunity to respond to Ms***’s complaint Below is a timeline of the activities: Thursday, 5/19/– We received a request via our website from Ms [redacted] for an estimate Monday, 5/23/– We contacted Ms [redacted] and set an appointment up for Friday, 6/3/(days from her initial request, not three weeks as she alleges) At no time were we advised this was not acceptable Friday, 6/3/– Our sales representative visited with Ms [redacted] regarding her roof concerns She agreed to have the work complete Monday, 6/13/– We set a repair date with Ms [redacted] for Wednesday, 6/29/ Monday, 6/21/– We received a cancellation, so we called Ms [redacted] and offered to move her repair up to Monday, 6/27/ Monday, 6/27/– The repair crew worked on her house Tuesday, 6/28/– Our sales representative inspected the work and was not satisfied with the crew’s work, so he called Ms [redacted] to advise he would have them scheduled to come back out He spoke with Ms***’s husband at this time Ms [redacted] appears to be upset about the length of time it took to have her repair completed While I wish we could have gotten to it sooner, we had many customers with signed contracts prior to the date she signed When our sales representative (Austin), called to advise he was requesting some touch up work, he talked with her husband who appeared thankful for our conscientiousness Ms [redacted] got very upset with Austin that he discussed it with her husband, however, her husband’s number is the only number she provided us I personally tried to call to talk with her and received her husband’s voicemail message I left a detailed message that I wanted to discuss her complaint and she has not returned my phone call My Production Manager reached out to Ms [redacted] via email to confirm a date for the touch up work and we received the following back “My husband was supposed to call your office, I am at work and to upset to speak with anyone at your company right nowHas any work actually done?” While the majority of the work has been completed, we are scheduled to complete the touch up work next weekMs [redacted] never contacted our office prior to filing a completed with Revdex.com and giving us a star rating on Facebook As Ms [redacted] will not talk to us, I am not sure how we can resolve this issue I do not know what she would like us to do to satisfy herIf she would contact us, we will be happy to help her
Please see the two attachments In December, when we were notified of the leak, we began working with Mr*** In the middle of investigating where the leak was coming from so as to know what needed to be fixed, Mr*** refused to allow us back on the roof We tried
numerous times to explain that unless he allowed us on the roof, we couldn't tell what needed to be fix, but he still refused I am not sure how he expected us to fix the issue without being able to get on the roof to inspect it As stated in my December 21, letter to him, we have always been willing to fix any leak and accompanying damage, but without being able to get on the roof, we didn't know what to fix We repeatedly tried to explain why we needed to get back on the roof, but he refused every time. As you can see in my email sent to him today, he allowed two other roofing companies on his roof to inspect the leak They found faulty flashing Had we been allowed on the roof, I am certain we would have found the same thing and would have fixed all issues immediately Now that he has allowed someone on the roof and we know what the issue is, we have kept our promise to take care of the leak and interior damage.I am not sure what else we could have done to resolve this issue without having access to the roof
I communicated with Ms*** yesterday via email to confirm that we would be back out there Thursday I believe that after the work is completed Thursday, she will be satisfied with the work I advised her that she is not expected to pay the invoice until after the work is done I plan to contact her on Friday to make sure all is well Thanks
This complaint takes me by surprise While Mr*** is correct regarding the fact that original crew did not show up As soon as I was aware of the situation, I spent the day continuing to try to find them and working with Mr*** When Mr*** said he did not want
that crew on this house, we agreed to reschedule for Saturday My husband and I along with our superintendent were at the job site that day to ensure Mr*** was satisfied I apologized for the need to reschedule several times and while we were on site, both Mrand Mrs*** appeared to be happy. Due to the situation with Mr***, we have fired that crew I am not sure what more I could have done to prevent this negative review I worked very hard trying to make the ***s happy and thought I had succeeded We always do everything we can to make sure our customers are happy In this business, negative reviews cost us a lot of business and we can't afford that I am very sorry he was not satisfied What more can I do?
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
In the attachment from Mrs***, she gave us the option of having their business do the repairs or hiring another Master Elite roofing contractor to do the work I've chosen to have *** *** *** do the chimney work and I have uploaded the contract they gave me This quote is for the chimney flashing only and *** *** has also offered to give me a quote for the interior damage- however they must come to my home to take interior measurements before they can give me that estimate Mrs*** said they would pay the roofing company directly, however *** *** would prefer only having a contract with me, the homeowner, directly *** *** *** stated they can start the chimney repairs by next week I will continue to work with Feller Roofing to arrange how *** *** *** will be paid for the chimney work and also forward the estimate for the interior work when I receive it If Feller roofing wants to send me a check for the chimney work, I can send them a copy of the receipt when I pay *** *** *** for the chimney job We could do the same for the interior work, once I get that estimate and forward it to them
Regards,
*** ***
Revdex.com:
I was able to get in touch with [redacted] from the number he provided on his response. [redacted] was extremely apologetic and completely understood where we were coming from. He made it clear that this is now how they do business, nor was it acceptable how is salesman handled the situation. He immediately made me feel better, and also said he would refund our total amount spent of $500 since the work was not performed was not complete. I would not be afraid to use his company in the future, and am glad this issue has been satisfactorily resolved.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I apologize I missed my timeline according to you by 1week butyou have call and reschedule on me so many times between inspection to actual work day that is hard to keep up on you. As a matter of act, we had to call and schedule the work day because we never received the call for schedule that was promised until we call. I have contacted the office by email and by phone. I have provided my phone number in at least 2 occasions which is [redacted]. I did contacted you by phone and email prior making my complaints and I was given the bogus reaponse that the work "was not finished." If you agree with the timing of my complaint or reviews are not the issue at this time, since thy were my choice as a customer, just like you choose to work with us as a client and promised a service. The issue here is that I received an invoice for a service that was reported as completed when it was not, and at this point I am not even sure if it was started. That is my problem, I feel I was lied to and taken advantage off. And when they start treating us like a client that deserves their time and the best job they can l provide I have no problem speaking with them and even retracting and improving the review I gave them.
Regards,
Carla [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.
Regards,
[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. I am sure you feel like you did your best. I have still lost the vacation day that I can not get back as well as the Saturday I gave up.That you can not make up for even though I was told you would try.
Regards,
[redacted]
Thank you for the opportunity to respond to Ms. [redacted]’s complaint. Below is a timeline of the activities: Thursday, 5/19/2016 – We received a request via our website from Ms. [redacted] for an estimate. Monday, 5/23/2016 – We contacted Ms. [redacted] and set an appointment up for Friday,...
6/3/2016 (15 days from her initial request, not three weeks as she alleges). At no time were we advised this was not acceptable. Friday, 6/3/2016 – Our sales representative visited with Ms. [redacted] regarding her roof concerns. She agreed to have the work complete. Monday, 6/13/2016 – We set a repair date with Ms. [redacted] for Wednesday, 6/29/2016. Monday, 6/21/2016 – We received a cancellation, so we called Ms. [redacted] and offered to move her repair up to Monday, 6/27/2016. Monday, 6/27/2016 – The repair crew worked on her house. Tuesday, 6/28/2016 – Our sales representative inspected the work and was not satisfied with the crew’s work, so he called Ms. [redacted] to advise he would have them scheduled to come back out. He spoke with Ms. [redacted]’s husband at this time. Ms. [redacted] appears to be upset about the length of time it took to have her repair completed. While I wish we could have gotten to it sooner, we had many customers with signed contracts prior to the date she signed. When our sales representative (Austin), called to advise he was requesting some touch up work, he talked with her husband who appeared thankful for our conscientiousness. Ms. [redacted] got very upset with Austin that he discussed it with her husband, however, her husband’s number is the only number she provided us. I personally tried to call to talk with her and received her husband’s voicemail message. I left a detailed message that I wanted to discuss her complaint and she has not returned my phone call. My Production Manager reached out to Ms. [redacted] via email to confirm a date for the touch up work and we received the following back “My husband was supposed to call your office, I am at work and to upset to speak with anyone at your company right now. Has any work actually done?” While the majority of the work has been completed, we are scheduled to complete the touch up work next week. Ms. [redacted] never contacted our office prior to filing a completed with Revdex.com and giving us a 1 star rating on Facebook. As Ms. [redacted] will not talk to us, I am not sure how we can resolve this issue. I do not know what she would like us to do to satisfy her. If she would contact us, we will be happy to help her.
I am sincerely sorry that she had this experience with our company. The salesman has been reprimanded for not following up on the initial complaint. As the owner, I would like to discuss this directly with the customer and make it right for them.My personal cell phone number is [redacted]...
[redacted].[redacted]Feller Roofing