Larry L. Vaught Roofing, Inc.

[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,
*** ***

Revdex.com:
***,Just spoke with you on the phone After further consideration I have decided to accept *** ***'s offer of $300.Please confirm that you received this email.Thank You*** ***

We find that the workmanship and materials
we were contracted to complete have been performed to a standard that meets or
exceeds those noted per the contract.  We
also find leakage is not attributable to fault with the services we performed,
but due to fault with the...

chimney stack which is in a condition of disrepair.  Ms. [redacted] does not allege that the services
we were specifically contracted to perform are faulty, but alleges we should be
responsible for her home’s other construction defects (i.e . responsible for
her deteriorated leaky chimney stack) simply because we discovered the chimney
to be the cause of recent leakage and did not inform her (in advance of her
roof replacement months ago) that the chimney may potentially leak.       As much as we regret Ms. [redacted] may have
“other” faulty conditions (i.e. issues other than her roof) which now appear to
require attention, we accept no responsibility for any of her home’s
construction defects, other than those for which we were specifically
contracted to perform.   The contract Ms. [redacted] entered into with us supports
this position by specifically stating: “The Company shall have no responsibility
for and Owner waives any and all
claims, causes of action, rights and demands of any nature against Company
including but not limited to any claims for negligence, tortious conduct, or
breach of contract pertaining to:b)
situations resulting from present or future environmental conditions, construction defects, or conditions of
any nature in the home which may adversely affect the performance, longevity,
or properties of any or all workmanship employed or materials installed by the
Company and which conditions or construction defects were not specifically
noted as part of the work contracted to be completed by the Company.”     I will conclude by stating that:·        
We do not perform home inspection services.·        
We were not asked, nor did we perform any
services to assess the condition of any exterior components of the [redacted]
residence. ·        
We did not express or imply that any / or all of
the exterior components of the home were in good working condition.·        
We were not paid any fee to “warrant” the
exterior condition of the dwelling.·        
Other than the roof we installed, we offered no
guarantee as to the condition of any other components of the home.   ·        
We replaced the roof according to the
specifications of our contract and find no fault with the materials or installation
provided.·        
We find leakage to be attributable to a chimney
stack which appears to be in a condition of significant disrepair.·        
Attached is a photo illustrating the poor
condition of the chimney. 
·        
Ms. [redacted] informs us that she just purchased
this property earlier this year and moved in to the home this past May.  If a home inspection were performed (as is
typically performed before closing on the sale of a home) I fully expect the
home inspection report would have notified Ms. [redacted] of the poor condition of
this chimney stack.

I assume that if the [redacted]'s inform the Revdex.com that their complaint has been satisfactorily resolved the Revdex.com's website will then note that the [redacted] complaint against [redacted] L. [redacted] Roofing has been satisfactorily resolved.  If not so, please let me know.  Otherwise, we will promptly issue a check to the [redacted]'s in the amount of $300 as soon as the Revdex.com website indicates their complaint against us has been satisfactorily resolved.  The status of their complaint on the Revdex.com website currently indicates that "...consumer did not accept the response, or Revdex.com has not heard back from the consumer as to their satisfaction...".  We have no desire to prolong this matter further and will promptly issue payment with the assurance that this complaint will be noted as satisfactorily resolved  on the Revdex.com website.  We have simply been waiting for notice of satisfactory resolution of the complaint before issuing the $300 check.  If we need to issue the check before the Revdex.com will note on their website that this complaint has been satisfactorily resolved, we are happy to proceed in this fashion (with the assurance from the Revdex.com that their website will promptly indicate the complaint has been satisfactorily resolved).  To follow is a copy of our original offer which we will continue to honor :  I will also offer to issue Ms. [redacted] a cash credit in the amount of $300.00.  This offer is valid if Ms. [redacted] will withdraw her complaint with the Revdex.com and indicate on the Revdex.com site that the complaint has been satisfactorily resolved.  Should the offer not be accepted within 30 days, I reserve the right to rescind this offer.   Sincerely,[redacted]

[redacted] Roofing just celebrated its 50th anniversary this past March and I assure you we did not reach this benchmark by making foolish promises or guarantees. And, we don’t cancel our appointments without giving prompt notice of the cancellation.  In particular (regarding guarantees), we...

don’t guarantee roofs to be leak free that were installed by other companies.  Even if we install one or more tarps upon a roof to cover wind damaged portions of that roof, we will not guarantee that roof.  It simply makes no sense to guarantee a roof installed by another company.  An insurance company might consider doing something like this, for a fee.  But, [redacted] Roofing is not in the business of guaranteeing roofs installed by others; especially when the roof has encountered major storm damage requiring multiple tarps to cover the damaged roof areas.     To follow is considerable documentation we have on record (below) which supports our position that [redacted] Roofing has conducted itself in a most professional manner in every instance during our dealings with Mr. [redacted].  We have simply made the decision to quit subjecting our staff to unacceptable treatment by Mr. [redacted].  Thus the reason we terminated further services for Mr. [redacted].   To follow are the facts and we have documentation to support each and every one of the following statements: 1)      We were first contacted by Mr. [redacted] on 3/7/2017.  He called to request we look at his roof at [redacted], MO for the purpose of providing him a free estimate to perform work necessary to address leakage.  This roof is not a roof we installed and not a roof that we had ever performed any previous work upon (i.e. we are in no way accountable for the condition or performance of this roof).     2)      We made an appointment to visit the address between noon and 3 pm the following day (i.e. appointment to perform a service call the afternoon of Wednesday 3/8/2017).  3)      Our service representative ([redacted]) arrived at the job address during the agreed timeframe on the afternoon of Wednesday 3/8/2017.  4)      [redacted] found the roof to have suffered significant wind damage and quoted Mrs. Melissa [redacted] $550.00 to furnish and install 5 tarps over 5 separate wind damaged areas of the roof.  Mrs. [redacted] told [redacted] she would call Mr. [redacted] to discuss with him first and would let [redacted] know whether or not to proceed with the tarp installation at the conclusion of her phone conversation with Mr. [redacted].  Within a few minutes she informed [redacted] to proceed with installation of the 5 tarps for the quoted amount of $550.00.  5)      At the time of our original appointment on the afternoon of 3/8/2017 [redacted] installed five 10’ by 12’ tarps to cover wind damaged roofing.  6)      Mrs. [redacted] paid [redacted] the full amount immediately after he had completed the work.  [redacted] doesn’t recall having had any conversation with Mr. [redacted] during the service call on the afternoon of 3/8/2017.  [redacted] is absolutely sure that he offered no assurances or guarantees regarding the longevity or reliability of the tarps he had installed.  F.Y.I. [redacted] has been a key member of our service department for over 12 years now and he knows that we will not guarantee tarps for any period of time to prevent leakage and will not guarantee tarps to remain intact upon a roof for any period of time.  And, he will attest to the fact that he never offered any assurances, implied or otherwise that the tarps he installed at the [redacted] residence could be relied upon to protect the home from leakage for any period of time.  He also will attest to the fact that he did not meet with Mr. [redacted] on the date that he quoted and later installed tarps.  He dealt directly with Mrs. [redacted] only.   7)      An invoice dated 3/10/2017 was mailed to Mr. [redacted].  It states: “Installed 5 tarps on roof as temporary repair per quote = $550.00 *Paid in full.  8)      [redacted] Roofing followed up by promptly preparing two separate (no charge) written proposals to perform permanent repair of the wind damage.  One proposal offered a quote to simply replace the affected / wind damaged portions of the roof.  The other proposal offered quotes to completely replace the entire roof sections where wind damage had occurred.      9)      Those Proposals #[redacted] and #[redacted] were completed and ready for presentation on 3/9/2017. 10)  My customer service representative ([redacted]) contacted Mr. [redacted] by phone soon after to offer review of these proposals with him.  11)  [redacted] informs me that Mr. [redacted] declined to accept our invitation to meet with him for the purpose of reviewing our proposals with him, and asked that we simply mail the hard copies to him.  So, we mailed our proposals to him.     12)  Mr. [redacted] later contacted our office and indicated he was interested in considering having us perform permanent roof repair, but wanted us to contact his insurance company to seek a greater loss amount so he would receive an amount from his insurance company equivalent to, or relatively close to the amount we had quoted.  13)  [redacted] began efforts to seek a greater loss amount for Mr. [redacted] by contacting American Family Insurance on 3/30/2017.  Before those efforts were concluded, Mr. [redacted] contacted [redacted] on April 6th and informed him that he had decided to have the work completed by another company.   So, as of that date, [redacted] terminated his efforts to seek a greater loss amount for Mr. [redacted] and ceased all further efforts to gain the business of Mr. [redacted].  It is important to note that we have never been contracted to perform any permanent repair of the [redacted] roof at [redacted], MO.   14)  Our office later received a call from Mr. [redacted] on April 19th, informing us that he is once again interested in considering having us perform the roof repairs and requested we once again contact his insurance company and make every effort to get him a greater loss amount from his insurance company.   15)  On or around 5/16/2017 [redacted] was on a service call for another resident at Lake Lotawana and by coincidence happened to drive past the [redacted].  He observed that the roof had not yet been permanently repaired; the tarps remained intact upon the roof, and was surprised to see that they appeared to remain in fair condition after the significant amount of time had lapsed since he had installed them nearly 10 weeks before.  16)  On 5/19/2017 Mr. [redacted] called our office late in the afternoon, claiming his roof has recently started leaking at areas it never leaked before and we guaranteed his roof to be leak free for 6 months from the date we installed tarps.   [redacted] happened to be in the office at the time Mr. [redacted] called, so [redacted] got on the phone to answer Mr. [redacted]’s concerns.  Once again, Mr. [redacted] claimed that the roof was leaking in places it had never leaked and our tarps are not doing their job.  [redacted] explained that the tarps could reasonably be loose or blowing off due to the high winds we have recently received.  Mr. [redacted] expressed that there have been no high winds, but evidently went to look outside because he then informed [redacted] that he sees more shingles lying in his driveway and sees some loose tarps.  He abruptly told [redacted] to come out and “fix it right this time” and hung up.  17)  Upon conclusion of the phone call, [redacted] informed [redacted] (Vice President of [redacted] Roofing) that he was going to immediately drive to Mr. [redacted]’s property to see what work might be necessary to address the current leakage, but admitted that he really didn’t want to rush over to Mr. [redacted]’s because we are not at fault and because Mr. [redacted] was extremely rude to him.  Per [redacted]’s own words, Mr. [redacted] “…spoke to me like I was a dog”.        18)  While [redacted] was updating [redacted] about the circumstances, Mr. [redacted] called back, presumably to see if [redacted] was going to come to his house that afternoon.  Since Mr. [redacted] had hung up on [redacted] he didn’t actually know if or when [redacted] might be providing him a service call.  That’s when [redacted] decided to speak with Mr. [redacted] in effort to resolve the escalating conflict.  Regrettably, Mr. [redacted] remained firm that we were responsible for his roof leaks, continued to insist we return immediately and “do the job right this time”, etc. etc.   So, [redacted] decided to terminate further solicitation of Mr. [redacted]’s business.  He calmly informed Mr. [redacted] that we would not be coming out to perform any service calls that afternoon for him and were no longer interested in performing any services for him.  19)  There was never any implied or expressed warranty / guarantee that tarps would provide “any” relief from leakage for any specific period of time.  And, Mr. [redacted] will be unable to provide any documentation to support otherwise because we absolutely DO NOT guarantee tarps.  They are not reliable.  If tarps were a reliable roofing system roofing contractors would be actively engaged in the installation of tarp roofing, but tarps are not a bona fide / reliable roofing system. At best, they may provide some amount of temporary relief from leakage.   To claim that we guaranteed the tarps would provide protection from leakage for a period of 6 months is simply false.   20)  You will find that there were wind gusts exceeding 60 miles per hour recorded in our area on 5/18/2017.  See historical weather data as noted per the following website: 21)  Self-adhering asphalt shingles are a proven / reliable roof system.  Yet you will routinely find that even good high quality asphalt shingles are known to become damaged / blow off in wind speeds of 60 miles per hour.  So, you can logically conclude that blue poly tarps obviously are unlikely to remain intact in extreme (or even moderate) weather conditions.  Yet, that is the complaint we are being charged with.  Our tarps were left on a roof for 10 weeks and we are being accused of having done something wrong because these 10 week old tarps have started becoming loose after enduring wind gusts exceeding 60 miles per hour.  And, there is no evidence to suggest leakage is even occurring at areas we tarped as Mr. [redacted] openly states leakage is occurring in areas it hasn’t leaked before and admits having more blown off shingles in his driveway as of 5/19/2017.  22)  Keep in mind that we only charged $550.00 to furnish and install 5 tarps the day after being contacted.  It is not uncommon for roofers to charge $500 to install one tarp to assist with temporary relief from storm related roof damage.      In conclusion, Mr. [redacted] needs permanent roof repair completed promptly (not 10 weeks after the roof became damaged by high winds).  We have in good faith made numerous efforts to gain his business to perform the necessary permanent repairs, but he informed us in April that he decided to contract with others to have that work performed.  Yet, the necessary permanent repairs, (as of 5/19/2017) have yet to be completed and Mr. [redacted] incorrectly claims we have guaranteed his roof to remain leak free when that is simply not true.  We are not contractually obligated to perform any work for Mr. [redacted], have made no expressed or implied guarantees to this individual, and have simply chosen not to subject our staff to further unacceptable treatment by this individual.  If Mr. [redacted] withdraws his complaint and indicates complete and satisfactory resolution of the matter, we will refund $300 of the $550 charge once the notice of satisfactory resolution has been posted on the Revdex.com site.   Sincerely, [redacted] L. [redacted] President, [redacted] L. [redacted] Roofing, Inc.