Lazer x

We have successfully satisfied hundreds of customers that LOVE the work that we have done for them Once in a while we get a customer that refuses to be satisfied regardless of how many visits and/or remedies are offered them It is company policy to verify the customer is satisfied when the job has been completed This was the case here as well It wasn’t until the insurance company payment was made to us, weeks later than was contracted, that this customer decided that the mortar joints were not to her satisfaction The block work, framing and siding installation were all completed to industry specs We have visited times now and also replaced a block per her requestThere was absolutely no “mess” left behind as this is not how we do business This customer was also offered some money to have another block mason “fix” what she said was bothering her That amount was refused

I’ve got to say this is quite surprising being that hours prior to receiving this Revdex.com complaint he and I were on the phone scheduling a proper roof repair rather than the patch he wanted Some history: Our company was scheduled to make repairs in Dec by a tenant in this 100+ year old rental house The tenant complained about the rough condition of this house and that the roof had been leaking for some time with the landlord taking no action Upon inspection, and having very limited access to the attic, we found all the internal gutters to be in very poor condition The client signed a contract detailing exactly what we would do to line the gutters Fast forward to Sept 3rd when I get a text that the roof is again leaking On Sept 11th we return to the job to find the gutters (per our contract) in perfect working order but additional leaking is occurring on the roofline in an area not far from one of the gutter repairsThis area was not in a place we could have even been able to look at previously The customer thought this should be repaired free of charge as part of our warranty I offered to do a temporary patch free of charge that day because he did not want to pay for a proper repair In our discussion he was told the temporary repair came with no guarantees and it may not last for any length of time because the roof decking was rotted from years of neglect I checked back with him month later and he was very pleased I got a text in late October that that area had started leaking again along with another leak in the front of the house and when would we come out to ‘patch’ it again The customer has multiple repairs in this house that continue to be neglected This customer left a voicemail in January that if we did not come to fix his roof for free he would take us to courtAfter speaking to him about this he said he just wanted to get our attention I have received over texts from him since Sep All of this has been dealt with professionally and in a timely mannerThere has never been any discussion or expectation of a return of money In the over years in business and a decade that our company has been doing roofing we have had maybe returns and ALL of our customers have been 100% satisfied with our work In my opinion this complaint is baseless and is just someone looking to get needed repairs done free of charge

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below This General Manager [redacted] was paid in full before the job was doneThe insurance company did not take weeks to send it, it was only daysWe were told he checks the work his guys do but how in the world can a General Manager of a company not know what a bad mortar job isHis guys he hired didn't even use a tool and he knew about itThey never mixed the mortar to match our other mortar on the brick.What specialist is going to offer silicone to cover up cracks in mortar? This company is a complete jokeWould not recommend them to anyoneI have lots of pictures to prove their awful work on our house

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

We have successfully satisfied hundreds of customers that LOVE the work that we have done for them.  Once in a while we get a customer that refuses to be satisfied regardless of how many visits and/or remedies are offered them.  It is company policy to verify the customer is satisfied...

when the job has been completed.  This was the case here as well.  It wasn’t until the insurance company payment was made to us, 4 weeks later than was contracted, that this customer decided that the mortar joints were not to her satisfaction.  The block work, framing and siding installation were all completed to industry specs.  We have visited 4 times now and also replaced a block per her request. There was absolutely no “mess” left behind as this is not how we do business.  This customer was also offered some money to have another block mason “fix” what she said was bothering her.  That amount was refused.

I’ve
got to say this is quite surprising being that 3 hours prior to receiving this
Revdex.com complaint he and I were on the phone scheduling a proper roof repair rather
than the patch he wanted. 
Some
history:  Our company was scheduled to
make repairs in Dec 2014 by a tenant in...

this 100+ year old rental house.  The tenant complained about the rough
condition of this house and that the roof had been leaking for some time with
the landlord taking no action.  Upon inspection,
and having very limited access to the attic, we found all the internal gutters
to be in very poor condition.  The client
signed a contract detailing exactly what we would do to line the gutters.  Fast forward to Sept 3rd 2015 when I get a text that the roof is
again leaking.  On Sept 11th we return to the job to find the gutters (per
our contract) in perfect working order but additional leaking is occurring
on the roofline in an area not far from one of the gutter repairs. This area was not in a place we
could have even been able to look at previously.  The customer thought this should be repaired
free of charge as part of our warranty. 
I offered to do a temporary patch free of charge that day because he did
not want to pay for a proper repair.  In
our discussion he was told the temporary repair came with no guarantees and it
may not last for any length of time because the roof decking was rotted from
years of neglect.  I checked back with
him 1 month later and he was very pleased. 
I got a text in late October 2015 that that area had started leaking
again along with another leak in the front of the house and when would we come
out to ‘patch’ it again.  The customer
has multiple repairs in this house that continue to be neglected. 
This
customer left a voicemail in January 2016 that if we did not come to fix his
roof for free he would take us to court. After speaking to him about this he said he
just wanted to get our attention.  I have
received over 140 texts from him since Sep 2015.  All of this has been dealt with professionally
and in a timely manner. There has never been any discussion or expectation of a
return of money.  In the over 30 years in
business and a decade that our company has been doing roofing we have had maybe
3 returns and ALL of our customers have been 100% satisfied with our work.  In my opinion this complaint is baseless and
is just someone looking to get needed repairs done free of charge.

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This General Manager [redacted] was paid in full before the job was done. The insurance company did not take 4 weeks to send it, it was only 10 days. We were told he checks the work his guys do but how in the world can a General Manager of a company not know what a bad mortar job is. His guys he hired didn't even use a tool and he knew about it. They never mixed the mortar to match our other mortar on the brick.What  specialist is going to offer silicone to cover up cracks in mortar? This company is a complete joke. Would not recommend them to anyone. I have lots of pictures to prove their awful work on our house.