Kenneco Group

Wrong color of facia put on the houseThe shingles are a blue gray and they put on brown faciaWhen this was brought to the foreman's attention he became very angry but it was finally correctedWe were told that most of the material used was what was in the warehouse and had been left from another job1) The fascia was indeed incorrectThe color was incorrect, but more importantly it was the wrong profile for a flat roofThe supplier accidentally sent the wrong fascia profile as the individual ordering the material for this particular job did not know we were doing any flat roof work for this porchWhile doing the walk-thru and creating punch-list, this was discovered and changed outWhile the work was being done much of the debris was thrown on the front yardThe front yard has decorative rock and it is very hard to remove anything thrown on itWe asked that they not walk on the rocks, since it would put holes on the plastic under the rocks and to put the trash in the back of their trucksWe were told they would pick up the trash when the job was completed so they continued to walk and throw the trash on the rocks2) While doing the walk-thru and creating punch-list, this was never pointed outThe rocks were not disturbed and the yard was left clean, if not cleaner than when we got thereThe gutter on the porch continues to leak, up to this dayPicture of leak sent with this letterThe leak has caused the sheet rock to crumble and crackThe gutter beside the car port is also still leakingPicture of the gutter attachment that they made is also sent inAs you can see this is not a professional jobThey have been to the house at least times for just these two areas3) Gutters were in poor shape before we began on the houseThis was pointed out to customer and they chose to keep old guttersThey do leak but gutter work was not in our original scope of work and were never replacedAt no cost to them, we have done what we can given what we have to work withThe gutters on the car port were old gutters that they had sitting on the side of the houseThe customer asked one of our guys to put them up for her and they did as a favorAgain – Not part of our original work to install old gutters of poor qualityThe day after the shingles were put on, we looked at the roof on the porch as rolled shingles were applied to this area and to the carportWe found that these areas had brown shingles and no way matched the shingles on the main roofWe were given the choose of leaving it like it was or the right color would be placed right over the wrong colorThis makes a layer shingle therefore if these two areas ever have to be replaced both layers will have to be removed, costing us more money 4) This roof was not to be done as per the proposalThe roof was done as per estimators’ instructionsThe color was not right or wrong – It was the customer that did not like the flat roof color (even though it could not be seen from the ground level without going up on the roof)Keep in mind – The customer was not charged for the flat roof as it was not in the proposal that she agreed toThe supplier sent the tan color for the flat roof as no color was specified otherwiseAgain, It was never specified what color was to be installedThe customer chose “Birch-Wood” for her shingle colorPlease also bear in mind that shingles were not installed on the porch as is stated in the statement aboveIt is never recommended to install shingles on a flat roofWhile doing the walk-thru and creating punch-list, this was discovered and adressedThe customer was given the choice of having the other color torn off or do an overlay over the “wrong color”We explained to her that she would have two layers, thus doubling the protectionWe explained that the two layers was/is standard for commercial roofing and in a commercial setting this application would get you a year (labor /material) warranty from ***She opted with the overlay and by no means was she charged for the first and/or the additional layerWe as a company chose to do this at our cost to appease an already grumpy customerTo say that she will have to pay more to remove both layers if the roof were to fail is speculation at best and using this statement to bolster her claims for a refundThis roof, with proper care and maintenance will outlive the framing it sits onOn the ridge of the roof we noticed that the shingles had been lifted by the windWe were informed by a friend, who is a roofer that these shingles had been put on wrongThey were to be put on South to North and they were put on North to SouthWe called Kenneco and men were suppose to come and do the repair, only one cameThe second man that was suppose to come was a foreman Richard but he refused to comeThe second man who came informed us that he was not allowed to fix this error and we informed him that legal action would be taken unless this repair was done correctlyAt this point he was given instructions to do the repairWe also we wanted new shingles for the repair but this was not doneThe old shingles were ripped off and put back on with tarShingles were also raised beside the A.CAnd since only one worker came he was not able to lift the A.CBy himself so tar was also applied to the area so this area was not repaired correctly5) We cannot confirm or deny any of thisWe are not aware of a wrong direction or right direction to install up where this house is located because the wind blows in every direction and all houses are sitting on their individual lots in their own specific orientationTo say they needed to be installed a specific way is ludicrous and no roofer with any sense should be sayng thisWe asked to speak to this friend and she would not provide any contact information for him so that we could speak with him directly and question the validity of his knowledge regarding the installation of ridge cap shingleMuch of this is grossly exaggerated to prove some point which I fails to seeThe [redacted] inspector came out and the direction of the ridge cap shingle was never pointed out to us by him ( [redacted] ***)I do not know how to respond to the rest of the without inspection what they are citing specifically in personThis does not sound like work our guys would do, especially given an inspection from [redacted] and the Golden Pledge Warranty this roof carries but they’re not perfectWithout seeing it, I cannot confirm or deny what is being said here and we have no record of such a repair in our CRM systemWhen taking with the company secretary about #we also asked her if and when the inspector from [redacted] had or would be coming for their inspectionShe informed us that the roof had been inspected on 5- 5-We were never informed of this inspection and to out knowledge no one came to our home on May 5, as we were home on this dateAttached you will find the letter from [redacted] stating that we would be notified by phone prior to the inspection done by [redacted] Repand this repwill leave us a list of the various parts of the roofing system that was inspectedWe have never received a listIF THIS INSPECTION WAS DONE THEN WHY WERE WE NOT INFORMED OF THE WIND DAMAGED SHINGLES, THE SHINGLES PUT ON INCORRECTLY AND ALSO THE SOFT SPOT THAT WAS FOUND ON THE ROOF6) I cannot control what [redacted] does or doesn’t doIf there is an issue with ***, she should contact [redacted] directly as their contact information is on the Golden Pledge Warranty that she now possessesWe have also sent you pictures of the mess at various parts of the house that this company was going to leave, as you see in the picturesWe made several calls to make sure that someone was going to come back and finish the jobsWe had to inform this company that they would not get the other half of their money unless the areas of concern were completed correctlyNo one came until noon on Friday of that week, the shingle part had been completed on WednesdayAt 3:p.mon that Friday one of the owners of Kenneco came to our house and demanded the rest of the paymentWe do not make demands for money, with any customerThe customer (since the job was completed) did make repeated excuses why they couldn’t get us a checkThe owner did go to their house on request from the foreman on the jobThe customer was making requests that were not in the scope of work and being confrontational when we stopped with the favorsThe owner who went out there was aware of the overall situation and took it upon himself to go out to see what could be doneI informed him that the work was not completed and no money would be given until the work was completedHe informed us that he had to pay the men for this job and he did not have the money unless we paid himThe money was not given to him until after 6:p.mas this was when the job was finally completedIf Kenneco was concerned about getting this job done timely then why did they wait until Friday at noon to send someone? The owner vehemently denies that he made a demand and needed (this particular) check to pay our guysThe job was completed well before this and the second half of the this payment alone only makes a small dent in our weekly payroll which during peak season runs $20,000/weekThis is yet another example of a blatant exaggeration said purely for monitary gainWe have a great deal of customers but no customer can ever accuse us of being pressured into paying an invoice until their happy and satisfied with our workWe ALWAYS tell our customer this, “We ask for half down to schedule the work and order material, and the balance when you’re happy...” We were given a bail of extra shingles and upon looking at the instructions wrapping the shingles we noticed that they are guaranteed for yrsbut the guarantee paper work we signed is for yrsAlso, these shingles are dated 2013, this makes them yrsold when they were put on our house8) I am not sure what she was given or why our guys left a bundle of shingles – We no not normally leave behind shingles for customers as we don’t want them doing their own repairsGiven the Golden Pledge Warranty – A customer would have no reason to do their own repair as the warranty covers labor and material and thus would not need extra shinglesAll [redacted] shingle bundles have a manufactured date (“born on this day”) stampThe stamp shows what plant, the month/day/yearShingles get manufactured and sit for awhile until they’re shipped out to a supply houseThere, they may sit again until theyre soldWe cannot control what the manufacture/supplier send to us on any specific orderWe can provide the invoice for this particular job and show that they were brand new at the time of purchaseI cannot control the age of the actual shingle and this should be errelevant if theyre new at the time of installationTo further this point – The clock on the Golden Pledge doesn’t begin until the actual installationAs for the year warranty bit to her statement, this is yet another example of how the truth is being contorted for self gainThe year warranty is an additional provision [redacted] provides to their customers that goes above and beyond the Golden Pledge Warranty which is specifically for a manufactures defectShould the materials installed be defective, [redacted] will replace the material AND pay for the labor to reinstall said shinglesThe language on the bundle specifically states this - What Is ***’s “Smart Choice® Protection Period” - ***’s warranties come with a special provision called the Smart Choice® Protection Period that provides extra coverage against manufacturing defects during the critical early years of your new roofDuring this period, in the event that you experience a manufacturing defect on covered components, [redacted] will provide you with 100% replacement materials and the reasonable cost of labor to install themThis is important because some roofing warranties may only provide replacement materials, but not the labor to install themThis language is irrelevant in this conversation due to the fact that they have in their possession a [redacted] Golden Pledge – This specific warranty comes with a year Labor Warranty and a Lifetime Shingle Warranty (year minimum)The valley area on the porch was cracked so another call was placed to Kenneco***ard, foreman was sent to do the repairHe got a large metal bucket of tar from his truck and applied this to the cracked areasI questioned him about the product he was using as it appeared to be dried up and he informed me that it was good for one more jobThe repair was done to the flat roof section at the back of her house where the flat roof and shingled roof meet***ard completed work using a traditional 3- course method, using summer flashing grade cement first, then fiber mesh and finally covered with additional flashing gradeOne is not able to use “dried up” flashing grade as it is not pliable enough to work withAt this time I also talked to him about the men that had done the work on our roof as we felt that the job was not done properly and he commented "oh don't worry, they were all terminated when they finished your house because they had had to many complaints on them"I'm sure he will deny this statement but how would we know this group of men were no longer working for KennecoWe do NOT deny this statementThe foreman on this job (Gerardo M [redacted] ) was fired and never rehiredSoon after working for us, he started his own roofing Company called “ [redacted] ”We are asking for a full refund because we do not trust the work that was doneWe were never notified of the inspection or if an inspection was even done by [redacted] and if it was done then why were we not informed of the areas that needed to be repairedShe will NOT be getting no refund in any way shape or formShe has her warranty and [redacted] does not release a Golden Pledge warranty without an inspectionAgain, as I stated earlier – If she has an issue with [redacted] and how they handle inspections/warranties after installation, my suggestion would be to call [redacted] and complain to themWhy do we have to keep calling for them to come and make repairs on the gutters that should have been done right the first timeThe gutters are not Kenneco or ***’s responsibilityThe gutters are of low quality and need to be replaced in their entiretyShe should find a company to install and warranty a new seamless gutter system that won’t leak at the joints and/or the seamsOur proposal provides language regarding all scopes of work performed not work that a customer thinks should be included in the scopeThe warranty specifically provided to the customer in way of samples, the proposal and also the actual warranty speak nothing of providing coverage for guttersAlso another area that we forgot to mentionWe were going to watch TV after the roof was completed and we were informed by [redacted] that the cable had been cut in toThe cost was $for the repair and Kenneco did give us the $but why were we not informed of this mess up? Our men, while we would like to think they are perfect, are not infallibleThey inadvertently cut the wire which by no means was this intentionalHad we known that it had been cut we would have notified electrical contractor (who handles low voltage mishaps) ourselves and had it repairedAgain – Is it not out intent to directly inconvenience our customersWe would be out of business quickly if this how we treated our customersOur biggest concern is the fact that this group of men that was hired to do our roof was terminated right after our roof was done and we are very concerned that we will have problems in the futureWho installed the roof is of no concern hereWorkers come and go all the timeIf ever there are issues with the roof in the future, she is in possession of the very best roofing guarantee in the business – She only needs to pick up the phone and call ***’s hour hot line, email them or send the ma letter and [redacted] will send someone to assess the situation and address it accordinglyOn Tuesday November 17, we received a call from Kenneco at 8:a.mThe young lady wanted to know if it was ok for ***ard, foreman, to come by and take some pictures for ***We asked her why the pictures were needed and we were told "oh they are just needed"***ard came at 9:a.mand was here fore minutesWe still do not know why the pictures were neededMaybe they needed the pictures because [redacted] never came and now they are trying to cover their tracksThis couldn’t be farther from the truthI asked Karen in the office of this specific conversation and she said that she was sending ***ard over because we (***) needed pictures for their fileNo more – No lessHere is where this customer is randomly fabricating statements for their gainIt is really sad when you pay so much money ($8600.00) to have work done and then you feel as though you have been scammed and you do not trust the work that has been doneThey have been back to the home numerous times and we cannot trust that the work is done correctlyEvidently it isn't, or we would not have to keep calling them backThe majority of the callbacks are for issues not having to do with the scope of work stipulated in the proposal by KennecoWe went above and beyond to help these people, to the point that we repaired the drywall damaged by the previous leaks, replacing entire sections of ceiling on their patio at no charge as we included it on the overall (and very competitive) frice of the roofing projectWe gave them the flat roof in their back porch for free as it was not included in the proposalShe said it was suppose to be included but it wasn’t nor was it discussed verbally and it wasn’t in the very document that she agreed to – But instead of argue and say we weren’t going to do it or better yet, ask for more money to do the porch, we roofed the porchTo make matters worse with this porch, she insults us more by telling us that it’s the wrong colorAgain, instead of arguing, we fixed it at no cost to anyone but our ownIn this day and age of social media – We, as contractors, are at the very mercy of anyone wishing to take the time to write an essay and post it...This entire statement is filled with exaggerated claims, hearsay, added conjecture and just plain old fabrication of what they are trying to portray as fact (only) for monetary gainAfter going through this whole process, Kenneco loses because the damage will be done after this gets posted to the Revdex.com wesiteFor three years future prospective customers get to view this post and will be tired out from reading the complaint they wont get to our part of our rebuttleHow can I defend the statement against he said-she said

RESPONSE FOR COMPLAINT - # [redacted] - [redacted] & [redacted] #I am happy that Kenneco admitted putting wrong color of facia and also talked about most importantly the wrong facia profile for a flat roofThe thing is that the roof is not completely flat on the porch nor the carportAnthony informed us that because the roofs do not have enough pitch for shingles that they would have to put shingle rolls on the porch and the carportI agreed to thisMost importantly, I do not understand a foreman ordering different colors or different kind of material for different parts of the house whether it is material for the roof or the faciaThe suppliers send the material that is ordered and I do not believe they ask what kind of a job that is to be done, therefore, I do not believe the supplier accidentally sent the wrong facia profileIs it true what we were told that the material they tried to use was excess material from the warehouse and hoped we would not notice or say anything? #You mention the walk through concerning the front yard and that the rocks were not disturbedAs the owner walked with me in the front yard I told him that his foreman, ***ard, and I had talked about the men throwing all of the debris on the rocks and that I had just put new plastic and decorative rock four months before and all of this that the men were doing would cause tear on the plastic and I would have weeds againAny one with landscaping knowledge would know thisI did ask ***ard if Kenneco would redo the decorative rock because of the mess thrown on itI will also point out that a trash truck was parked in the west side drive way but the debris was still being thrown on the rocks***ard did instruct the men to start throwing the debris into the truck and at this point a couple of men came down and picked up what had been thrown on the rocks but as soon as I was out of sight they threw it on the rocks againI also showed the owner during this walk-thru all of the nails and other small particles that were on the rocks and you can seriously state that you left my front yard cleaner than it was when you came!!! ! This really disturbs mem, I If my health would have allowed me, I would have been outside constantly to make sure things like this would have not happened#I did allow your workers to use the old gutters and I discussed this with ***ard***ard discussed this with another man and they stated that the gutters were still in good enough condition and they would work fineHad I been told the gutters were not good to be used again then I would have asked them to install new onesThe thing is, your employees did not re-install the gutters properly and the caulking that was used was the wrong materialThey used the clear caulking and this is the wrong material for the jobAlso, the gutters should not have been installed before the faciaIf the facia had been installed before the gutters the water would run straight into the gutters and not behind the gutters, which is what is happening nowThe gutters did not leak before this jobIf you hire someone to do a job and it involves areas that need to be replaced, than why are they not in the scope of the job? The gutter work should not be considered a favor as they are an essential part of the roof and an essential part of the job scopeI did discuss the gutters prior to the job being started, as they are part of the roof , and I was told they would be replacedThe word favor was never used#You say that the roof on the porch and the carport were not done per the proposal; then why were we charged for sqftwhen my house without the porch and the carport is only sqft.? The sqfootage of that you charged is verified by #on your proposalThis was sent to the Revdex.comAs far as the colors not being a right or a wrong and the colors not being able to be seen from the ground; This is ABSURD, a professional company making this type of comment is very unprofessionalAn entire roof of an establishment should be all one color, either way, I asked for one color and I sure did not ask for two colorsYour comments about the roof not being seen from the ground but could only be seen by going on top this is not trueMy neighbors saw this and told me about itThey told me to have the same color put throughout the houseAt this point a called was placed to Anthony, estimator, and asked him to come over as I had so many complaintsAnthony came over and spoke to his foreman ***ard and asked him about the different colors on the facia, the porch and the carport***ard did admitted to the mistakeAt this time Anthony gave me three choicesLeave the wrong color and give me a deduction off of the billTake off the wrong color, replace it with the right color and charge us for the laborPut the right color over the wrong color, having layers on both the porch and the carportI chose You say that your company did this at your cost, as a good company, when wrong colors should have never been done in the first placeIt was done at our cost as now the roofs have layers and when I have to the roofs both layers will have to be removed as a third layer cannot be applied therefor, it is at my costAnd to appease an already grumpy customer, who wouldn't be grumpyI had to be outside, as sick as I was Telling your workers to stop throwing all the debris on my recent landscapeTell your men to stop putting the wrong color of facia and would not pay attention to me, in fact they laughed at me [redacted] [redacted] You dare insult me by calling me Grumpy!! #The first time that I roofed my house was when I bought itMy dad roofed it and of course he had me help himI don't claim to know all about roofing but I know the basicsThis was the first time I had heard about Ridge Cap Shingles, I was amazedYour estimator, Anthony informed me about this type of roofingI too did not know anything about the right or wrong way with the placement of the shingles but what Anthony explained, made senseI would not call what he said as ludicrous because he was not the only one to tell me about the direction setting of a ridge cap shingle: your company is not the only company that does the ridge cap shingle and your company is not the only one I talked to about the roofing on my house, I only regret to have chosen your companyYou say that you asked me who informed me about the direction of the shingles, here you are again not saying the truth because on one from your company asked me this questionIt does not matter who told me this, the fact is it was done wrongWhy is it that you can't confirm this information on the placement of the shingles and you say this is being grossly exaggerated when you did send another worker to put the shingles on the ridge cap and put them on properlyPlease see the e-mail sent to me on August 6, @ 5:p.mFrom Karen G [redacted] verifying the work that was re-doneYou state that a [redacted] inspector ( [redacted] ***) came to my house; up to this day I have not received a phone call, like I was suppose to, informing me of some one coming to inspect the workYou are right when you say you do not know how to respond without inspection because there never was oneIt is obvious that you would not know the type of work your "guys" do especially given no inspection from [redacted] and the Golden Pledge Warranty this roof should carry, and you are right, they are less than perfectYou can confirm and there is a record of such a repair in your CRM system as I have sent a copy and re-sending another of the e-mail to the Revdex.com#When talking with your company secretary she informed me that the roof had been inspected on 5/5/by ***No one came on that date as I was home sick in bedThe paperwork from [redacted] states that I was to be notified by phone prior to their inspection and this never happenedKenneco needs to be more aware of what [redacted] doesWhy would we call Kenneco when we did not hear ***, like we were suppose to, if Kenneco has no control over ***#If the owner of the company did not come for the other half of the payment then for what reason was he here? I had not seen him until thenWith all of the problems I had, since this job started, why did he not come to see for himself what I had been going though? I already both checks, half given at the start and the other half upon completionThere was never any problem with the moneyThe reason that I would not pay the second half of the money was because the work was not yet finishedI did go around the house with him showing him the bad work, the mess and the unfinished workAt this point he told the worker to come back and finish all that I had pointed out, as far as the workers were concerned, the work was finishedThey were at their trucks wanting their pay so they could leave and leaving my house a messThe owner had a hard time getting them back to work and they were purposely taking their timeThe owner told them they had to hurry because he had a family obligation, but they still took their time and the owner kept on asking me for the moneyI kept telling him, "not until everything was finished"At this point they would come back and finish, since he had to leave, but he needed the money to pay themAgain I told him not until the work was completed and if they did not want to do anymore work now, that he was here, him being the big boss, then they would never come back and the work and the mess would never be completedHe kept getting phone calls and walking around the front yard and not paying attention at what the men were doing in the back yardAbout an hour later his father came, seeming to be very madHis father asked him what he was still doing here as everyone was waiting for him at the gatheringHe started to say that I would not pay him the second half of the money and at this time I approached them as I could here what he was saying to his fatherThe owner introduced his father to me, I shook his hand informed him that the men did not want to finish the job and I would not give him the second half of the pay until the job was completedHis father told him to make the men work, and work fast because everyone was waiting on him, then the father leftThe owner got the men together on the porch, I came inside, he told the men something and they started to work fast, moving the big boards and all debris to the trucks and finally completing the jobI was tired of all that had transpired and not feeling well but I did do a walk -thru with the owner, around the whole house, and I did tell him that the yard was still not looking so good but it was better than it had been and the work as far as I could see was only okayI did have them one of the gutters as it was not aligned rightThey did finish this and then I payed the owner at 6:p.mIn the eveningKenneco was so concerned about getting this job done timely but no one had come back since the WedbeforeThey did not come back until Friday at noon and only came to get the second half of the moneyThe men that came to work that day stated that they had been sent to finish another job as the owners were very mad and they did not want to get those kinds of owners mad#The reason I was given a bundle of shingles is not for me to do my own work for this would not behoof me but so that if I needed to call them back that they would have the shingles here and I would know the right colorThe reason he left the bundle is because he said it made sense considering what all that had happened but he did state that this is not procedureI did not make up, nor contort for self gain about the yrWarranty on the shingles but I was told thisUnfortunately the only paper I found is hand written when Anthony was explaining the material to meI am sending a copy of this paperAs far as a warranty, I did find a paper stating lifetime warranty on labor and materialI highlighted this areaUnfortunately within the few months following the work, I have had problems in different areas and your workers cannot seem to fix the problems in the four times they have some to the houseIf it would have been done right the first time we would not be having these problems in such a short period of timeIf I would have known that there is no such thing as a yrShingle and all of the trouble with your company I surely would have chosen another company that would have charged me a lot less money I do know they would have done a better job because they take me to see other jobs they had done, but no, I had to choose the yrShingle and pay more money for a job done badly and more worries to me#On top of my carport I have shingle role, on the side of it I have grey sidingThis siding meets top of the house with shingles and this is throughout the carport and the house roofIt is not how he says it is at the roof section at the back of the house where the flat roof and the shingle roof meet, this is all wrongAlso Richard did not use a traditional 3-course methodHe applied dried looking tar only once then went to his truckI questioned him about the appearance of the tar and his answer was that it was good for one more jobYou are right, dried up tar is not pliable enough for any kind of work as I use to tar my roof yearlyIf all of this that you said had been done then I would not still be having problems on the back of my house at the end of the shingles where the gutter isYour men do not know how to fix itAnother thing, on top of the roof where the air conditioner sits, this was done badlyThere was only one man sent to repair the shingles of the side of the air conditioner where the wind blew the shinglesTwo or more men were needed to lift the air conditioner in order for another man or men to replace the storm blown shinglesReferring back to #where the ridge cap shingles were re-done these shingles were ripped off and used again as were the shingles beside the air conditionerEveryone knows this is a great big NO NOI asked him to use the shingles from the bundle that was left here and he said no so he replaced what he ripped off with the same old shinglesThe comment that "workers come and go" and "who installed the roof is on concern," because we have the best guarantee in the business" really tells me the kind of company I hired and why I've had so many problems since the beginningIt proves that you do not care who does the work or the quality because you will just hand over all of the mistakes to ***The damaged drywall was indeed included in the proposal because this is the main reason why I decided to replace the roofA copy of the proposal was sent to the Revdex.com and this area is #Ask Anthony about the porch as it was the #area discussed as the porch roof had fallen in from the snow stormOn Tuesday Nov7, we received a call from Kenneco @ 8:a.mThe person calling asked if the foreman Richard could come over and take pictures for ***She sated the pictures were needed for their filesShe was asked why the pictures were needed and I was told, "Oh they just are" [redacted] never came to do any inspections like I was informed they would do and maybe [redacted] and Kenneco needed the pictures to cover their tracksIt is really sad when a person pays so much money, $8600.00, and expects a job well done and then you feel as though you have been scammed and you cannot trust the work that has been done nor the people doing itKenneco has sent workers to my home several times an no one time have they completed the job correctlyI have never in my life hired a company for monetary gain and what and awful comment to make about a customerI am an honest person just wanting a job done right and done wellIn this case you have not been able to get a job well doneI have gotten only promises but nothing to back up these promisesAll I have seen is that Kenneco is an unworthy company and you deserve to be reportedI am appalled at the fact that I was told that the job at my house was not finished when it should have been because the workers were sent to finish a house that was owned by much richer peopleI am not rich, I am far from it, but I am an honest person expecting honest work and I do not appreciate being accused of less than what I am just because I had to borrow money to have my roofing done and good working ethicsBecause of your accusations the only alternative that I want is to get all of my money back so I can hire a company who will inspect my roof and the whole thing or make the necessary repairs that are neededWhen I hired Kenneco to do my roof I felt so happy because talking with Anthony made me so trust worthy of the companyIs is really to bad that everyone is not as professional and truthful as your estimator,

I am baffled that this complaint showed up this morning We definitely have a leak that we made a service call for in December in between all the snow storms She (customer) was told then that we hoped we addressed the problem given the situation of having to work with the ice/snow and
also another storm in the midst coupled with the gravel covering the roof We also told customer that we would wait a few days to see of it leaked again before we sent over contractor to repair drywall There were no more reports of leaks reported so we proceeded to repair drywall 01/04/ Yesterday, January 12th we received a call from customer again This time she said there was NO LEAK but that she "thought" there was some staining We asked again if there was an active leak - Again customer said no Yesterday (01/12), we made plans for supervisor and drywall contractor to go out to the home to assess "dark spots" Also - Later today (01/13), depending if it is indeed a leak, a crew is ready to go out to strip away all old roofing material and basically reroof the area near the leak It is a tar and gravel roof and the leak is emanating from somewhere under the gravel Having said this, a large area will be scraped away and new hot tar will be put dow with other roofing materials in hopes of blanketing the area and thus finding the leak Tar and gravel roofs are tough to work on for this reason alone - Repairs can be hit and miss and miss again until you finally locate the leak under all the gravel

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Regards,
*** ***

These are the facts as I have them...A similar email was sent to Mr. [redacted] previously.  1)  He is unhappy with the work.  He said Kenneco improperly represented itself in it's proposal for your home by not abiding by the language in the what has now become the contract even though Mr....

[redacted] approved either verbally and/or in writing all the changes...2)  Upon investigation you made many abrasive comments regarding Richard and his approach.  In speaking to Richard he was quite surprised by your comments and would like to speak to you personally as he thought relations with you were good and that you both worked amicably towards a solid scope of work. Your comment that Richard would've added a pony to the proposal to make a sale is far fetched and unsubstantiated and at the time his attempt to smear Richard's customer service approach was for monetary gain..  When you were negotiating the proposal with Richard and stated that you DID NOT WANT Cobra Ridge vent originally listed in the proposal but wanted new turtle vents. Richard graciously changed the language to read 3 GAF turtle vents in lieu of the aforementioned ridge vent not because he would do anything to make a sale but because he was trying to make you happy as a customer.  Keep in mind that in no way does this represent the pony with which you so  viciously attacked Richards character without him being there to defend himself.  Please let it be known that the GAF turtle vents are well within the confines of the GAF warranty requirements.  They, GAF, prefer the ridge vent but will accept the turtle vent.  So by changing the language to read turtle vent from ridge vent in no way compromised the roof systems integrity/functionality nor the requirements set forth by GAF.  For this we would not compensate Mr. [redacted] as he signed the proposal after this change was made.2)  Upon further investigation I spoke to Jose (installer) regarding the ridge vent and he quickly remembered (verbatim) what happened.  You approached him with the contract showing him that you did not want the ridge vent and that it was not in the proposal.  I believe both Jose and Mr. [redacted] called me to let me know of the situation and I immediately went  to the house to speak to customer directly.  In doing so he explained to me (as you explained to Jose) that he did not want the Cobra ridge vent nor was it in the proposal.  I then proceeded to explain why the ridge vent was/is important and Mr. [redacted] and I both verbally agree to the installation of the ridge vent.  When I arrived at his home that morning the first thing we discuss is the ventilation and again he agrees that it is fine and now wants to leave it - even after I offered to remove it and install the original vents he wanted.  Please keep in mind that the ridge vent is an system upgrade and that I would love to install cheap turtle vents rather than the more costly ridge vent.   Since he verbally threatened me with the courts, the law and the media I let him know in an email that a  verbal agreement is legally binding and because he agreed to the installation of the ventilation with me and again with the owners Rep I will not provide any monetary compensation both because he agreed to the installation with me and again with the owners rep present after my offer to remove it.  He had two chances to install the vents he wanted and twice he declined verbally,  The owners Rep being Anthony representing Gabe (ISC/Kenneco Group owner).  Furthermore, I will not provide compensation as I clearly stated that regardless of who said what, or whether you/kenneco was wrong or right. I would remove the ventilation at no cost to him.  After my offer to remedy the situation he vehemently declined my offer not because he didn't want the ridge vent but because he was more interested in personal monetary gain for a roof that the insurance company paid for.  3)  As for the roofing paper - this cannot be denied.  Jose did leave the paper under the the new synthetic underlayment.  The day of the installation the weather showed zero chance of precipitation.  In the distance Jose saw clouds and the possibility of some rain before they could terminate the roof so as a precaution he left the paper on on that south-eastern roof section so as to avoid any water infiltration into the home should the rain show up.  Again - Jose admittedly said this and for this we will compensate you with a $750 discount for that roof section and that small roof section only.  If the discount isn't sufficient  we will gladly replace that section by taking it down to the deck. We will also replace any other roof section all the way up to the ENTIRE roof if there is any question that there is more paper that was not torn off.  4)  Lastly - In line item 11 of the legalese on the last page of your proposal/contract, it stipulates that if there are any disagreements arising from Kenneco's work we would use Arbitration as set forth in the New Mexico Arbitration Laws.  Should you like to exercise your right to small claims court as you threatened me for monetary gain we would exercise our right under the contract to utilize the arbitration laws to settle this situation.  Please be advised that New Mexico is a "Right-To-Cure" state meaning that the law provides contractors the opportunity to fix what is wrong.  In any case - small claims court leading into arbitration will prove costly to both parties and I would rather just come up with something that works for both.  We offered Mr. [redacted]  $750.00 and the offer was good for one week which Mr. [redacted] declined but would not offer any suggestions as to how he would like to remedy the situation.  We offered the ventilation he wanted.  We offered to tear of the 180 sq/ft/ft section that still had the tar paper leading all the way to a complete reroof.  We offered a monetary compensation and he still declined to work towards an amicable resolution.   We requested a meeting to speak to Richard, my boss  and myself and that we would be available (collectively) to discuss the situation further.  WE again asked that we meet so that we could come to an accord soon so that we may put this behind us.  Once we come to terms I would gladly put everything in proposal form and both parties will sign it.  We also asked that Mr. [redacted] stop with his abrasive and abusive  comments toward me and Richard and I would like that to stop.  Mr. [redacted] did call back to apologize for his redness and insults regarding my ability to read.    Lastly - Let me be clear that the contract was with Kenneco Group which is a part of ISC Inc,  The contract was not with Kenneco Roofing as he stated in his complaint.  The warranty itself  should be arriving this week from GAF - Both my myself and Mr. [redacted] made calls to GAF regarding the warranty.  GAF did approve the system as such and the warranty will be in hand shortly.  Lastly - The city did an inspection of the roof and gave the required green tag.  We don't know what else to do with Mr. [redacted].  We facilitate the purchase of his roof with the insurance company and it has become apparent that Mr. [redacted]'s motivation is to get some type of settlement (larger than the $750 we offered) as we have exhausted all options which for us means fixing what Mr. [redacted] is stating is wrong.  Please keep in mind that all changes (verbal and/or written) were approved by Mr. [redacted] in person and in front of individual witnesses.  Mr. [redacted] stated that he wouldn't have done business with us had he known the Revdex.com's rating but it was Kenneco that facilitated the purchase of his roof through the insurance company with little or no money out of Mr. [redacted]'s pocket and got the brand new roofing system with a  25 year labor warranty and a lifetime shingle warranty.  If you have any questions or concerns dont hesitate to give me a call.  Thank you, Johnny W[redacted]Kenneco GroupJohnny W[redacted]General Manager ###-###-####

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
While I don't appreciate the insinuation of '...I "thought" there was staining..' (since I told [redacted] that there was staining from water, but no actively noticeable leak, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. As I said before, the first guy who was out in December said it appeared as if they never sealed around the pipes in October 2014. That is what I was most disappointed about - the fact that one of your employees indicated it didn't look done right to begin with, and you not offering to redo it from the start. Hopefully they receive a copy of this reply and are no longer 'baffled' as to my actions (since they'd been dealing with my husband only prior to this, not me, as their response would indicate).  I appreciate them redoing that portion of the roof, and doing it so quickly. Truly hope there are no further issues.
Regards,
[redacted]  [redacted]

1. Wrong color of facia put on the house. The shingles are a blue gray and they put on brown facia. When this was brought to the foreman's attention he became very angry but it was finally corrected. We were told that most of the material used was what was in the warehouse and had been left from...

another job. 1) The fascia was indeed incorrect. The color was incorrect, but more importantly it was the wrong profile for a flat roof. The supplier accidentally sent the wrong fascia profile as the individual ordering the material for this particular job did not know we were doing any flat roof work for this porch. While doing the walk-thru and creating punch-list, this was discovered and changed out. 2. While the work was being done much of the debris was thrown on the front yard. The front yard has decorative rock and it is very hard to remove anything thrown on it. We asked that they not walk on the rocks, since it would put holes on the plastic under the rocks and to put the trash in the back of their trucks. We were told they would pick up the trash when the job was completed so they continued to walk and throw the trash on the rocks. 2) While doing the walk-thru and creating punch-list, this was never pointed out. The rocks were not disturbed and the yard was left clean, if not cleaner than when we got there. 3. The gutter on the porch continues to leak, up to this day. Picture of leak sent with this letter. The leak has caused the sheet rock to crumble and crack. The gutter beside the car port is also still leaking. Picture of the gutter attachment that they made is also sent in. As you can see this is not a professional job. They have been to the house at least 4 times for just these two areas. 3) Gutters were in poor shape before we began on the house. This was pointed out to customer and they chose to keep old gutters. They do leak but gutter work was not in our original scope of work and were never replaced. At no cost to them, we have done what we can given what we have to work with. The gutters on the car port were old gutters that they had sitting on the side of the house. The customer asked one of our guys to put them up for her and they did as a favor. Again – Not part of our original work to install old gutters of poor quality. 4. The day after the shingles were put on, we looked at the roof on the porch as rolled shingles were applied to this area and to the carport. We found that these areas had brown shingles and no way matched the shingles on the main roof. We were given the choose of leaving it like it was or the right color would be placed right over the wrong color. This makes a 2 layer shingle therefore if these two areas ever have to be replaced both layers will have to be removed, costing us more money . 4) This roof was not to be done as per the proposal. The roof was done as per estimators’ instructions. The color was not right or wrong – It was the customer that did not like the flat roof color (even though it could not be seen from the ground level without going up on the roof). Keep in mind – The customer was not charged for the flat roof as it was not in the proposal that she agreed to. The supplier sent the tan color for the flat roof as no color was specified otherwise. Again, It was never specified what color was to be installed. The customer chose “Birch-Wood” for her shingle color. Please also bear in mind that shingles were not installed on the porch as is stated in the statement above. It is never recommended to install shingles on a flat roof. While doing the walk-thru and creating punch-list, this was discovered and adressed. The customer was given the choice of having the other color torn off or do an overlay over the “wrong color”. We explained to her that she would have two layers, thus doubling the protection. We explained that the two layers was/is standard for commercial roofing and in a commercial setting this application would get you a 20 year (labor /material) warranty from [redacted]. She opted with the overlay and by no means was she charged for the first and/or the additional layer. We as a company chose to do this at our cost to appease an already grumpy customer. To say that she will have to pay more to remove both layers if the roof were to fail is speculation at best and using this statement to bolster her claims for a refund. This roof, with proper care and maintenance will outlive the framing it sits on. 5. On the ridge of the roof we noticed that the shingles had been lifted by the wind. We were informed by a friend, who is a roofer that these shingles had been put on wrong. They were to be put on South to North and they were put on North to South. We called Kenneco and 2 men were suppose to come and do the repair, only one came. The second man that was suppose to come was a foreman Richard but he refused to come. The second man who came informed us that he was not allowed to fix this error and we informed him that legal action would be taken unless this repair was done correctly. At this point he was given instructions to do the repair.. We also we wanted new shingles for the repair but this was not done. The old shingles were ripped off and put back on with tar. Shingles were also raised beside the A.C. And since only one worker came he was not able to lift the A.C. By himself so tar was also applied to the area so this area was not repaired correctly. 5) We cannot confirm or deny any of this. We are not aware of a wrong direction or right direction to install up where this house is located because the wind blows in every direction and all houses are sitting on their individual lots in their own specific orientation. To say they needed to be installed a specific way is ludicrous and no roofer with any sense should be sayng this. We asked to speak to this friend and she would not provide any contact information for him so that we could speak with him directly and question the validity of his knowledge regarding the installation of ridge cap shingle. Much of this is grossly exaggerated to prove some point which I fails to see. The [redacted] inspector came out and the direction of the ridge cap shingle was never pointed out to us by him ([redacted]). I do not know how to respond to the rest of the without inspection what they are citing specifically in person. This does not sound like work our guys would do, especially given an inspection from [redacted] and the Golden Pledge Warranty this roof carries but they’re not perfect. Without seeing it, I cannot confirm or deny what is being said here and we have no record of such a repair in our CRM system. 6. When taking with the company secretary about #5 we also asked her if and when the inspector from [redacted] had or would be coming for their inspection. She informed us that the roof had been inspected on 5- 5-2015. We were never informed of this inspection and to out knowledge no one came to our home on May 5, as we were home on this date. Attached you will find the letter from [redacted] stating that we would be notified by phone prior to the inspection done by [redacted] Rep. and this rep. will leave us a list of the various parts of the roofing system that was inspected. We have never received a list. IF THIS INSPECTION WAS DONE THEN WHY WERE WE NOT INFORMED OF THE WIND DAMAGED SHINGLES, THE SHINGLES PUT ON INCORRECTLY AND ALSO THE SOFT SPOT THAT WAS FOUND ON THE ROOF. 6) I cannot control what [redacted] does or doesn’t do. If there is an issue with [redacted], she should contact [redacted] directly as their contact information is on the Golden Pledge Warranty that she now possesses. 7. We have also sent you pictures of the mess at various parts of the house that this company was going to leave, as you see in the pictures. We made several calls to make sure that someone was going to come back and finish the jobs. We had to inform this company that they would not get the other half of their money unless the areas of concern were completed correctly. No one came until noon on Friday of that week, the shingle part had been completed on Wednesday. At 3:00 p.m. on that Friday one of the owners of Kenneco came to our house and demanded the rest of the payment. We do not make demands for money, with any customer. The customer (since the job was completed) did make repeated excuses why they couldn’t get us a check. The owner did go to their house on request from the foreman on the job. The customer was making requests that were not in the scope of work and being confrontational when we stopped with the favors. The owner who went out there was aware of the overall situation and took it upon himself to go out to see what could be done. I informed him that the work was not completed and no money would be given until the work was completed. He informed us that he had to pay the men for this job and he did not have the money unless we paid him. The money was not given to him until after 6:00 p.m. as this was when the job was finally completed. If Kenneco was concerned about getting this job done timely then why did they wait until Friday at noon to send someone? The owner vehemently denies that he made a demand and needed (this particular) check to pay our guys. The job was completed well before this and the second half of the this payment alone only makes a small dent in our weekly payroll which during peak season runs $20,000/week. This is yet another example of a blatant exaggeration said purely for monitary gain. We have a great deal of customers but no customer can ever accuse us of being pressured into paying an invoice until their happy and satisfied with our work. We ALWAYS tell our customer this, “We ask for half down to schedule the work and order material, and the balance when you’re happy...” 8. We were given a bail of extra shingles and upon looking at the instructions wrapping the shingles we noticed that they are guaranteed for 10 yrs. but the guarantee paper work we signed is for 50 yrs. Also, these shingles are dated 2013, this makes them 2 yrs. old when they were put on our house. 8) I am not sure what she was given or why our guys left a bundle of shingles – We no not normally leave behind shingles for customers as we don’t want them doing their own repairs. Given the Golden Pledge Warranty – A customer would have no reason to do their own repair as the warranty covers labor and material and thus would not need extra shingles. All [redacted] shingle bundles have a manufactured date (“born on this day”) stamp. The stamp shows what plant, the month/day/year. Shingles get manufactured and sit for awhile until they’re shipped out to a supply house. There, they may sit again until theyre sold. We cannot control what the manufacture/supplier send to us on any specific order. We can provide the invoice for this particular job and show that they were brand new at the time of purchase. I cannot control the age of the actual shingle and this should be errelevant if theyre new at the time of installation. To further this point – The clock on the Golden Pledge doesn’t begin until the actual installation. As for the 10 year warranty bit to her statement, this is yet another example of how the truth is being contorted for self gain. The 10 year warranty is an additional provision [redacted] provides to their customers that goes above and beyond the Golden Pledge Warranty which is specifically for a manufactures defect. Should the materials installed be defective, [redacted] will replace the material AND pay for the labor to reinstall said shingles. The language on the bundle specifically states this - What Is [redacted]’s “Smart Choice® Protection Period” - [redacted]’s warranties come with a special provision called the Smart Choice® Protection Period that provides extra coverage against manufacturing defects during the critical early years of your new roof. During this period, in the event that you experience a manufacturing defect on covered components, [redacted] will provide you with 100% replacement materials and the reasonable cost of labor to install them. This is important because some roofing warranties may only provide replacement materials, but not the labor to install them. This language is irrelevant in this conversation due to the fact that they have in their possession a [redacted] Golden Pledge – This specific warranty comes with a 25 year Labor Warranty and a Lifetime Shingle Warranty (50 year minimum). 9. The valley area on the porch was cracked so another call was placed to Kenneco. [redacted]ard, foreman was sent to do the repair. He got a large metal bucket of tar from his truck and applied this to the cracked areas. I questioned him about the product he was using as it appeared to be dried up and he informed me that it was good for one more job. The repair was done to the flat roof section at the back of her house where the flat roof and shingled roof meet. [redacted]ard completed work using a traditional 3- course method, using summer flashing grade cement first, then fiber mesh and finally covered with additional flashing grade. One is not able to use “dried up” flashing grade as it is not pliable enough to work with. At this time I also talked to him about the men that had done the work on our roof as we felt that the job was not done properly and he commented "oh don't worry, they were all terminated when they finished your house because they had had to many complaints on them". I'm sure he will deny this statement but how would we know this group of men were no longer working for Kenneco. We do NOT deny this statement. The foreman on this job (Gerardo M[redacted]) was fired and never rehired. Soon after working for us, he started his own roofing Company called “[redacted]”. We are asking for a full refund because we do not trust the work that was done. We were never notified of the inspection or if an inspection was even done by [redacted] and if it was done then why were we not informed of the areas that needed to be repaired. She will NOT be getting no refund in any way shape or form. She has her warranty and [redacted] does not release a Golden Pledge warranty without an inspection. Again, as I stated earlier – If she has an issue with [redacted] and how they handle inspections/warranties after installation, my suggestion would be to call [redacted] and complain to them. Why do we have to keep calling for them to come and make repairs on the gutters that should have been done right the first time. The gutters are not Kenneco or [redacted]’s responsibility. The gutters are of low quality and need to be replaced in their entirety. She should find a company to install and warranty a new seamless gutter system that won’t leak at the joints and/or the seams. Our proposal provides language regarding all scopes of work performed not work that a customer thinks should be included in the scope. The warranty specifically provided to the customer in way of samples, the proposal and also the actual warranty speak nothing of providing coverage for gutters. Also another area that we forgot to mention. We were going to watch TV after the roof was completed and we were informed by [redacted] that the cable had been cut in to. The cost was $50.00 for the repair and Kenneco did give us the $50.00 but why were we not informed of this mess up? Our men, while we would like to think they are perfect, are not infallible. They inadvertently cut the wire which by no means was this intentional. Had we known that it had been cut we would have notified electrical contractor (who handles low voltage mishaps) ourselves and had it repaired. Again – Is it not out intent to directly inconvenience our customers. We would be out of business quickly if this how we treated our customers. Our biggest concern is the fact that this group of men that was hired to do our roof was terminated right after our roof was done and we are very concerned that we will have problems in the future. Who installed the roof is of no concern here. Workers come and go all the time. If ever there are issues with the roof in the future, she is in possession of the very best roofing guarantee in the business – She only needs to pick up the phone and call [redacted]’s 24 hour hot line, email them or send the ma letter and [redacted] will send someone to assess the situation and address it accordingly. On Tuesday November 17, 2015 we received a call from Kenneco at 8:20 a.m. The young lady wanted to know if it was ok for [redacted]ard, foreman, to come by and take some pictures for [redacted]. We asked her why the pictures were needed and we were told "oh they are just needed". [redacted]ard came at 9:15 a.m. and was here fore 35 minutes. We still do not know why the pictures were needed. Maybe they needed the pictures because [redacted] never came and now they are trying to cover their tracks. This couldn’t be farther from the truth. I asked Karen in the office of this specific conversation and she said that she was sending [redacted]ard over because we ([redacted]) needed pictures for their file. No more – No less. Here is where this customer is randomly fabricating statements for their gain. It is really sad when you pay so much money ($8600.00) to have work done and then you feel as though you have been scammed and you do not trust the work that has been done. They have been back to the home numerous times and we cannot trust that the work is done correctly. Evidently it isn't, or we would not have to keep calling them back. The majority of the callbacks are for issues not having to do with the scope of work stipulated in the proposal by Kenneco. We went above and beyond to help these people, to the point that we repaired the drywall damaged by the previous leaks, replacing entire sections of ceiling on their patio at no charge as we included it on the overall (and very competitive) frice of the roofing project. We gave them the flat roof in their back porch for free as it was not included in the proposal. She said it was suppose to be included but it wasn’t nor was it discussed verbally and it wasn’t in the very document that she agreed to – But instead of argue and say we weren’t going to do it or better yet, ask for more money to do the porch, we roofed the porch. To make matters worse with this porch, she insults us more by telling us that it’s the wrong color. Again, instead of arguing, we fixed it at no cost to anyone but our own. In this day and age of social media – We, as contractors, are at the very mercy of anyone wishing to take the time to write an essay and post it...This entire statement is filled with exaggerated claims, hearsay, added conjecture and just plain old fabrication of what they are trying to portray as fact (only) for monetary gain. After going through this whole process, Kenneco loses because the damage will be done after this gets posted to the Revdex.com wesite. For three years future prospective customers get to view this post and will be tired out from reading the complaint they wont get to our part of our rebuttle... How can I defend the statement against he said-she said.

Referring to complaint ID # [redacted] on February 23, 2017 concerning Kenneco Roofing, this complaint has been resolved.Thank you for your assistance in this matter,[redacted]

KENNECO ROOFING
This complaint is accurate to a degree
I did go visit
with customer because of the two prior calls for the same leak and it was determined that tech that went out did not have the
proper material and/or equipment to do a proper repair Tech's initial
visit was during busy busy season and immediately after huge Albuquerque storm
As a result of being extra busy and being overloaded with too many
appointments, Tech failed to let Project Manager know that he did not complete
repair and as a result, we never went back out While on the roof, I let
customer know that we would indeed return and explained the repair in
detail and how the leak was in the field area of the roof not the drain itself and this is also why the prior repairs did not work - Flat roof repair is a challenge I also let the customer know that because we dropped the ball we
would give her a FREE tune up as it was evident throughout the roof that there
had no been no routine maintenance done to this roof by homeowner The
cost which she is citing,$300-$400, is MY cost not hers - Had we charged
her for this service it would been $800-$1, It was immediately after
this, that I had a family emergency regarding my son in California - I dropped
EVERYTHING and got on next flight In my hasty departure from Albuquerque
I did let project manager know of my visit with this customer and I forgot to
include details regarding tune-up While I was still in California I received
message from my office that customer had called me and wanted a return call
Later that afternoon I returned call, left a voice mail but did not
immediately hear back from her until the next day She again called the
office again December 1st, and it was then that she let us know that tu
had not been completed Office sent me a message of her call and it was
then that I remembered that I did not let Project manager know of tune-up
I was not immediately available to return customers call but sent Tech
out December 2nd to do tune-up December 4th customer calls office
questioning the tuand how it was not done according to her expectations
Since then we have not heard back from her I called her December
3rd and again last week to apologize for the delay and have yet to hear back
from her other than this complaint Yesterday morning I received notice
regarding complaint (a second notice – I missed the first, I guess) Her
complaint states hat I did not return her call immediately (I guess within
hours) but I did return her call and we did make good on the free service

RESPONSE FOR COMPLAINT - #[redacted] - [redacted] & [redacted] #1. I am happy that Kenneco admitted putting wrong color of facia and also talked about most importantly the wrong facia profile for a flat roof. The thing is that the roof is not completely flat on the porch nor the carport. Anthony informed us that because the roofs do not have enough pitch for shingles that they would have to put shingle rolls on the porch and the carport. I agreed to this. Most importantly, I do not understand a foreman ordering different colors or different kind of material for different parts of the house whether it is material for the roof or the facia. The suppliers send the material that is ordered and I do not believe they ask what kind of a job that is to be done, therefore, I do not believe the supplier accidentally sent the wrong facia profile. Is it true what we were told that the material they tried to use was excess material from the warehouse and hoped we would not notice or say anything? #2. You mention the walk through concerning the front yard and that the rocks were not disturbed. As the owner walked with me in the front yard I told him that his foreman, [redacted]ard, and I had talked about the men throwing all of the debris on the rocks and that I had just put new plastic and decorative rock four months before and all of this that the men were doing would cause tear on the plastic and I would have weeds again. Any one with landscaping knowledge would know this. I did ask [redacted]ard if Kenneco would redo the decorative rock because of the mess thrown on it. I will also point out that a trash truck was parked in the west side drive way but the debris was still being thrown on the rocks. [redacted]ard did instruct the men to start throwing the debris into the truck and at this point a couple of men came down and picked up what had been thrown on the rocks but as soon as I was out of sight they threw it on the rocks again. I also showed the owner during this walk-thru all of the nails and other small particles that were on the rocks and you can seriously state that you left my front yard cleaner than it was when you came!!! ! This really disturbs mem, I If my health would have allowed me, I would have been outside constantly to make sure things like this would have not happened. #3. I did allow your workers to use the old gutters and I discussed this with [redacted]ard. [redacted]ard discussed this with another man and they stated that the gutters were still in good enough condition and they would work fine. Had I been told the gutters were not good to be used again then I would have asked them to install new ones. The thing is, your employees did not re-install the gutters properly and the caulking that was used was the wrong material. They used the clear caulking and this is the wrong material for the job. Also, the gutters should not have been installed before the facia. If the facia had been installed before the gutters the water would run straight into the gutters and not behind the gutters, which is what is happening now. The gutters did not leak before this job. If you hire someone to do a job and it involves areas that need to be replaced, than why are they not in the scope of the job? The gutter work should not be considered a favor as they are an essential part of the roof and an essential part of the job scope. I did discuss the gutters prior to the job being started, as they are part of the roof , and I was told they would be replaced. The word favor was never used. #4. You say that the roof on the porch and the carport were not done per the proposal; then why were we charged for 2800 sq. ft. when my house without the porch and the carport is only 1419 sq. ft.? The sq. footage of 2800 that you charged is verified by #6 on your proposal. This was sent to the Revdex.com. As far as the colors not being a right or a wrong and the colors not being able to be seen from the ground; This is ABSURD, a professional company making this type of comment is very unprofessional. An entire roof of an establishment should be all one color, either way, I asked for one color and I sure did not ask for two colors. Your comments about the roof not being seen from the ground but could only be seen by going on top this is not true. My neighbors saw this and told me about it. They told me to have the same color put throughout the house. At this point a called was placed to Anthony, estimator, and asked him to come over as I had so many complaints. Anthony came over and spoke to his foreman [redacted]ard and asked him about the 2 different colors on the facia, the porch and the carport. [redacted]ard did admitted to the mistake. At this time Anthony gave me three choices. 1. Leave the wrong color and give me a deduction off of the bill. 2. Take off the wrong color, replace it with the right color and charge us for the labor. 3. Put the right color over the wrong color, having 2 layers on both the porch and the carport. I chose 3. You say that your company did this at your cost, as a good company, when wrong colors should have never been done in the first place. It was done at our cost as now the roofs have 2 layers and when I have to re-do the 2 roofs both layers will have to be removed as a third layer cannot be applied therefor, it is at my cost. And to appease an already grumpy customer, who wouldn't be grumpy. I had to be outside, as sick as I was 1. Telling your workers to stop throwing all the debris on my recent landscape. 2. Tell your men to stop putting the wrong color of facia and would not pay attention to me, in fact they laughed at me. 3. [redacted] [redacted] [redacted] 4. [redacted]. You dare insult me by calling me Grumpy!! #5. The first time that I roofed my house was when I bought it. My dad roofed it and of course he had me help him. I don't claim to know all about roofing but I know the basics. This was the first time I had heard about Ridge Cap Shingles, I was amazed. Your estimator, Anthony informed me about this type of roofing. I too did not know anything about the right or wrong way with the placement of the shingles but what Anthony explained, made sense. I would not call what he said as ludicrous because he was not the only one to tell me about the direction setting of a ridge cap shingle: your company is not the only company that does the ridge cap shingle and your company is not the only one I talked to about the roofing on my house, I only regret to have chosen your company. You say that you asked me who informed me about the direction of the shingles, here you are again not saying the truth because on one from your company asked me this question. It does not matter who told me this, the fact is it was done wrong. Why is it that you can't confirm this information on the placement of the shingles and you say this is being grossly exaggerated when you did send another worker to put the shingles on the ridge cap and put them on properly. Please see the e-mail sent to me on August 6, 2015 @ 5:10 p.m. From Karen G[redacted] verifying the work that was re-done. You state that a [redacted] inspector ([redacted]) came to my house; up to this day I have not received a phone call, like I was suppose to, informing me of some one coming to inspect the work. You are right when you say you do not know how to respond without inspection because there never was one. It is obvious that you would not know the type of work your "guys" do especially given no inspection from [redacted] and the Golden Pledge Warranty this roof should carry, and you are right, they are less than perfect. You can confirm and there is a record of such a repair in your CRM system as I have sent a copy and re-sending another of the e-mail to the Revdex.com. #6. When talking with your company secretary she informed me that the roof had been inspected on 5/5/2015 by [redacted]. No one came on that date as I was home sick in bed. The paperwork from [redacted] states that I was to be notified by phone prior to their inspection and this never happened. Kenneco needs to be more aware of what [redacted] does. Why would we call Kenneco when we did not hear [redacted], like we were suppose to, if Kenneco has no control over [redacted]. #7. If the owner of the company did not come for the other half of the payment then for what reason was he here? I had not seen him until then. With all of the problems I had, since this job started, why did he not come to see for himself what I had been going though? I already both checks, half given at the start and the other half upon completion. There was never any problem with the money. The reason that I would not pay the second half of the money was because the work was not yet finished. I did go around the house with him showing him the bad work, the mess and the unfinished work. At this point he told the worker to come back and finish all that I had pointed out, as far as the workers were concerned, the work was finished. They were at their trucks wanting their pay so they could leave and leaving my house a mess. The owner had a hard time getting them back to work and they were purposely taking their time. The owner told them they had to hurry because he had a family obligation, but they still took their time and the owner kept on asking me for the money. I kept telling him, "not until everything was finished". At this point they would come back and finish, since he had to leave, but he needed the money to pay them. Again I told him not until the work was completed and if they did not want to do anymore work now, that he was here, him being the big boss, then they would never come back and the work and the mess would never be completed. He kept getting phone calls and walking around the front yard and not paying attention at what the men were doing in the back yard. About an hour later his father came, seeming to be very mad. His father asked him what he was still doing here as everyone was waiting for him at the gathering. He started to say that I would not pay him the second half of the money and at this time I approached them as I could here what he was saying to his father. The owner introduced his father to me, I shook his hand informed him that the men did not want to finish the job and I would not give him the second half of the pay until the job was completed. His father told him to make the men work, and work fast because everyone was waiting on him, then the father left. The owner got the men together on the porch, I came inside, he told the men something and they started to work fast, moving the big boards and all debris to the trucks and finally completing the job. I was tired of all that had transpired and not feeling well but I did do a walk -thru with the owner, around the whole house, and I did tell him that the yard was still not looking so good but it was better than it had been and the work as far as I could see was only okay. I did have them re-do one of the gutters as it was not aligned right. They did finish this and then I payed the owner at 6:00 p.m. In the evening. Kenneco was so concerned about getting this job done timely but no one had come back since the Wed. before. They did not come back until Friday at noon and only came to get the second half of the money. The men that came to work that day stated that they had been sent to finish another job as the owners were very mad and they did not want to get those kinds of owners mad. #8. The reason I was given a bundle of shingles is not for me to do my own work for this would not behoof me but so that if I needed to call them back that they would have the shingles here and I would know the right color. The reason he left the bundle is because he said it made sense considering what all that had happened but he did state that this is not normal procedure. I did not make up, nor contort for self gain about the 50 yr. Warranty on the shingles but I was told this. Unfortunately the only paper I found is hand written when Anthony was explaining the material to me. I am sending a copy of this paper. As far as a warranty, I did find a paper stating lifetime warranty on labor and material. I highlighted this area. Unfortunately within the few months following the work, I have had problems in different areas and your workers cannot seem to fix the problems in the four times they have some to the house. If it would have been done right the first time we would not be having these problems in such a short period of time. If I would have known that there is no such thing as a 50 yr. Shingle and all of the trouble with your company I surely would have chosen another company that would have charged me a lot less money . I do know they would have done a better job because they take me to see other jobs they had done, but no, I had to choose the 50 yr. Shingle and pay more money for a job done badly and more worries to me. #9. On top of my carport I have shingle role, on the side of it I have grey siding. This siding meets top of the house with shingles and this is throughout the carport and the house roof. It is not how he says it is at the roof section at the back of the house where the flat roof and the shingle roof meet, this is all wrong. Also Richard did not use a traditional 3-course method. He applied dried looking tar only once then went to his truck. I questioned him about the appearance of the tar and his answer was that it was good for one more job. You are right, dried up tar is not pliable enough for any kind of work as I use to tar my roof yearly. If all of this that you said had been done then I would not still be having problems on the back of my house at the end of the shingles where the gutter is. Your men do not know how to fix it. Another thing, on top of the roof where the air conditioner sits, this was done badly. There was only one man sent to repair the shingles of the side of the air conditioner where the wind blew the shingles. Two or more men were needed to lift the air conditioner in order for another man or men to replace the storm blown shingles. Referring back to #5 where the ridge cap shingles were re-done these shingles were ripped off and used again as were the shingles beside the air conditioner. Everyone knows this is a great big NO NO. I asked him to use the shingles from the bundle that was left here and he said no so he replaced what he ripped off with the same old shingles. The comment that "workers come and go" and "who installed the roof is on concern," because we have the best guarantee in the business" really tells me the kind of company I hired and why I've had so many problems since the beginning. It proves that you do not care who does the work or the quality because you will just hand over all of the mistakes to [redacted]. The damaged drywall was indeed included in the proposal because this is the main reason why I decided to replace the roof. A copy of the proposal was sent to the Revdex.com and this area is #8. Ask Anthony about the porch as it was the #1 area discussed as the porch roof had fallen in from the snow storm. On Tuesday Nov. 7, 2015 we received a call from Kenneco @ 8:20 a.m. The person calling asked if the foreman Richard could come over and take pictures for [redacted]. She sated the pictures were needed for their files. She was asked why the pictures were needed and I was told, "Oh they just are". [redacted] never came to do any inspections like I was informed they would do and maybe [redacted] and Kenneco needed the pictures to cover their tracks. It is really sad when a person pays so much money, $8600.00, and expects a job well done and then you feel as though you have been scammed and you cannot trust the work that has been done nor the people doing it. Kenneco has sent workers to my home several times an no one time have they completed the job correctly. I have never in my life hired a company for monetary gain and what and awful comment to make about a customer. I am an honest person just wanting a job done right and done well. In this case you have not been able to get a job well done. I have gotten only promises but nothing to back up these promises. All I have seen is that Kenneco is an unworthy company and you deserve to be reported. I am appalled at the fact that I was told that the job at my house was not finished when it should have been because the workers were sent to finish a house that was owned by much richer people. I am not rich, I am far from it, but I am an honest person expecting honest work and I do not appreciate being accused of less than what I am just because I had to borrow money to have my roofing done and good working ethics. Because of your accusations the only alternative that I want is to get all of my money back so I can hire a company who will inspect my roof and re-do the whole thing or make the necessary repairs that are needed. When I hired Kenneco to do my roof I felt so happy because talking with Anthony made me so trust worthy of the company. Is is really to bad that everyone is not as professional and truthful as your estimator,