Lyon's Roofing

Lyons Roofing is appreciative of the Revdex.com process in these types of situations. Attached are the chronological details of Ms. [redacted] customer service experience. I believe you will find that our records paint a different picture than as conveyed in this complaint. Also attached are the original...

intake records, contracts, warranties & bills submitted for payment Key points: Coating is a maintenance procedure only. Customer signed and initialed acknowledging that it is a maintenance procedure only. Coating is not a waterproofing component of the roofing system. Art came out to perform a water test to accurately locate the leak.  Art was not permitted to perform water test to locate the leak. Lyons performed original work, without a deposit, and waited 2.5 months for final payment without charging contractually agreed upon interest.  Lyons Roofing replaced some cracked tiles on non-warrantied portion of the roof at no charge. Lyons Roofing performed emergency repairs on the non-warrantied portion of the roof, in 2 separate trips, at no charge. (minimum rate is $375 per trip) Customer called out a different roofer to perform repairs on the warrantied portion of the roof- effectively voiding her warranty with Lyons Roofing.  (See warranty limitations attached).Lyons roofing requires immediate notification of any/all leaks in order to prevent leak escalation. Notice of a leak when mold is detected is not immediate notice, mold takes time.  In conclusion: I feel our team has gone above and beyond their required efforts to address the homeowner’s needs. We do not believe we are responsible for a leak or its associated mold when the scope of work performed is not a waterproofing system. Ms. [redacted] did not allow Art to take the measures needed to isolate and identify the leak. Ms. [redacted] allowed another tradesman to perform work on a Lyons warrantied roof- thereby voiding the warranty coverage entirely.  Again, we believe in the Revdex.com process and await your response.

Lyons Roofing never shies away from responsibility.  This is evident even in this case where we not once but twice provided emergency service at no cost to this customer when it wasn't even on the warranted portion of the roof.  If we were willing to address the customers needs when it wasn't our warranty why would we not provide that same level of service when it is our warranty?  This defies logic. The truth is we did- we needed to perform a water test to verify the source of the leak and the homeowner refused to allow us to perform the test.  Art speculated that the leak was coming from an opening on the outside scupper and sure enough the leak as identified by another roofing company was from the same scupper area.  The photos identify a roof soaked area right on the inside of the scupper in question. A water test would have identified the source of the leak once again being outside of our warranted coverage.  In truth, like we did in the past we would probably have made the repairs at no charge but the homeowner didn't allow us to do our due diligence.  At this point we would like to allow the Revdex.com mediation process to get involved.  We will gladly adhere to what the mediation considers fair resolution.  Sincerely, Ann P[redacted]VP Sales and Production

Lyons does not stand by it's warranty which states, 'call us immediately if roof leaks.' It does not say, this $2,500 maintenance repair we are doing is cosmetic only. Lyons inspectors said, 'your roof is on good shape. It needs a coating. You can either buy a less expensive coating for a 2 year warranty or a more expensive coating for 5 years of protection.' We have the roof coated every time we are supposed to according to the manufacturers and roofing co. indications, ie. 2 yrs, 3 yrs or 5 yrs. For Lyons to not stand by their 5 year warranty period of no leaks by claiming the coating is "maintenance only" is ridiculous! What you essentially mean is it's cosmetic and your warranty is worthless.

To whom it may concern, First of all please accept our sincere apologies regarding

this complaint.  Please know that we never shy away from taking

responsibility for issues that we have caused. However, this complaint has

absolutely no merit and does not deserve the attention it has already

elicited.  Secondly, forgive the length of this response as we feel it is

important to cover every detail in order to more adequately paint the picture

of how we arrived at our decision to cancel this project and fully refund Mr.

[redacted]’s deposit.  Mr. [redacted] is correct. 

Unfortunately mistakes happen, and there was a pricing mistake on the

proposal/contract provided to Mr. [redacted] in June. However, there was no malice

as described.  -Mr. [redacted] called his Project Specialist, [redacted] in September to sign the proposal that was provided to him in June which exceeded the 30 day price lock on said proposal. -Three days later he was understandably not happy when [redacted], mentioned the $1200 math error after signing the expired proposal.  -Mr. [redacted] called to speak with [redacted], our President.  Mr. [redacted] believed [redacted] was doing this just to increase the price and did not believe it was an error, Mr. [redacted] referred to it as a hoax.  [redacted] spoke to Mr. [redacted] that day assuring Mr. [redacted]       that he will review the proposal with [redacted].  -[redacted] met with [redacted], reviewed the proposal and roof measurements and confirmed it was indeed a mathematical error.-[redacted] spoke to Mr. [redacted] again, confirming it to be a mathematical error and advised Mr. [redacted] to work directly with [redacted] with regard to price adjustments, etc.   -[redacted] spoke with [redacted] approving a 16% discount which essentially equated to splitting the difference between our original price and the revised price even though that original proposal had long since expired. We offered more than a 10% discount (which          exceeded our profit threshold). -Mr. [redacted] agreed to this concession and a new contract was signed in September for the new amount of $8100 (original contract was $7467). This should have been the full reconciliation of that error. -Once the revised contract was signed, at Mr. [redacted]’s request, [redacted] had arranged for precautionary tarps be placed on his roof in anticipation of rain.  -Mr. [redacted] agreed to the appointment time, and then refused to allow the technicians to perform that work once they arrived.  A cancellation notice would have been appreciated. -Mr. [redacted] continued to call [redacted] to try and get additional upgrades at no charge. (i.e.: underlayment upgrades and solar tube lights)-[redacted] continually had the receptionist advise Mr. [redacted] to work directly with his Project Specialist, [redacted].   -After several calls, Mr. [redacted] told our receptionist that [redacted] needs to take this call “if he knows what’s right for his company”. -[redacted] asked our receptionist to let Mr. [redacted] know that [redacted] is the person he needs to speak with.  -[redacted] continually tried to reach Mr. [redacted] who would not answer or return [redacted]’s calls, and at one point Mr. [redacted] threatened to call the police on him if he continued to harass him.  This was also reiterated in his letter to us.  (see attachment on first  complaint)-During one of his harassing calls to our receptionist, [redacted] happened to be at the reception desk when Mr. [redacted] called in.  [redacted] asked the receptionist to transfer the call to his desk, when [redacted] answered the phone, Mr. [redacted] hung up.  -To protect the interests of his staff, [redacted] called Mr. [redacted] to advise him that given Mr. [redacted]’s level of frustration it only makes sense that we refund his deposit and allow him to pursue roof work with another contractor.  -Mr. [redacted] was at this time extremely confrontational and threatening.  Dialogue was to the effect of “You can’t cancel, I will sue, you will pay for my whole roof, you will rue the day”.  [redacted] advised that in order to avoid further confrontation and continued        misunderstanding, we are cancelling the contract.  [redacted] reiterated his repeated requests to work with his staff, but this appeared to be a non-option for Mr. [redacted].  He explained to Mr. [redacted] that he relies on his staff to handle customers because he is  busy running a company.  Because of his unwillingness to work with his staff he is a bit high maintenance, this was a true but albeit a regrettable statement. -Immediately following this conversation, [redacted] facilitated reimbursement for Mr. [redacted]’s deposit.  -Two days later the online onslaught ensued; with extremely negative postings on [redacted]. -Three days later a certified letter arrived at Lyons Roofing.  (see attachment from first Revdex.com complaint)  -We responded in what we would have considered a professional manner, returning his deposit (deposit return was delayed because at the time of the “Phone call” the check was already deposited with our bank.  In order to assure he didn’t stop payment on   his deposit, we waited for it to clear the bank, before refunding, a fiscally prudent and reasonable decision).  (see attachment from first Revdex.com complaint)-A week later we received a complaint from our referral partner, [redacted].  In that complaint he stated that he found us on the [redacted] referral network and we should be removed or he will lose confidence in the [redacted] network.  We provided    numerous copies of our records to the [redacted] group indicating that in his original call to Lyons when asked “How did you come to call Lyons Roofing?” he explained in length that he was a referral from a family member, who was a referral from a family   member before that.  That is not to say he was not also a [redacted] listener, but given our records and the online onslaught it did feel a bit contrived.  -A week later we received a complaint from the Revdex.com. -A week later still we received a complaint from the [redacted].  Yes, this all started with a

mathematical error. This is clearly a person that sought to take advantage of a

situation and leverage a single mistake into a financial windfall.  When

he agreed to the revised price, (which included a tremendous discount) we made

a reasonable assumption that Mr. [redacted] was satisfied.   As

evidenced by his own request to be reimbursed for the difference in price, he

knew it was a fair “deal”.  Instead Mr. [redacted] saw it as an opportunity to

get “more than”, continually seeking to hold the owner of the company captive

to his requests and whims, asking for free upgraded underlayment and free solar

tube lights, when he knew he was already getting a great deal on his roof (plus

an additional 16% off)  and we were more

than making up for the original mathematical error.  As the RevDex.com, I suspect it is extremely difficult to find the balance between

protecting the consumer and businesses.  I am suggesting that the Revdex.com

recognize that sometimes it is the consumer seeking to yield their mighty sword

through entities like the Revdex.com, [redacted], social media, etc. to take

advantage of well-meaning entities like Lyons Roofing. I hope you can see

through this ruse and recognize that we took every measure feasible to satisfy

a customer that had less than honorable intentions at play. My only remaining

question is:  If this complaint remains open, will our response also

become public record?  I ask because there are clearly two sides to this

story.   With great respect for the Revdex.com process, [redacted]

Paul L[redacted], the owner of Lyons Roofing met with Mr. [redacted] at his home on Friday 2/5/16.  Mr. [redacted] pointed out some communication errors on our part that we accept full responsibility for. Our sincere apologies for any frustrations this may have caused.  Paul and Mr. [redacted] also...

reviewed the scope of work that we performed for Mr. [redacted]  We in fact did two jobs for Mr. [redacted]  One was a full foam roofing system on a patio, that is performing as promised.  The other was a re-coat onto an existing foam system installed by a different roofing contractor.  The roof in question is the roof with the coating only.  Coating is a maintenance procedure and is in no way considered a new roof. It really is just sunblock to protect the foam roof.   In layman terms we painted a roof that was blistering and despite new paint, the roof continues to blister.  Fortunately, blisters left alone will not cause a leak. Mr. [redacted] was satisfied with this explanation and review of proposals.  Mr. L[redacted] went ahead and advised that we should do another recoat in a challenging 4 x 4 area and we will perform this work within the next two weeks.  Additionally, we will be performing another roof inspection in January to assure it remains water tight.  When we spoke to Mr. [redacted] about retracting his Revdex.com complaint, he stated that although he is satisfied with our solutions and explanations he wants to make sure we stand by our promises so he will not retract this complaint until after the January 2017 inspection is completed as promised.  He is willing to field any customer questions about this complaint until the time this complaint has been retracted.  I hope that while this complaint remains open that this repsonse and explanation remains public as well.

Please accept my sincere apologies for not addressing this issue...

sooner. It was absolutely not intentional, nor are we in any way seeking to skirt any responsibility with regard to this customer’s complaint.  Unfortunately, we don’t have complete resolution at this time.  After leaving several messages for the homeowner to call and discuss remediation we finally received a call back from Mr. L[redacted].  The crux of the problem is that we are not being provided the appropriate evidentiary images from the HVAC company to allow us to determine: 1. If the problem existed, 2. our role in causing the problem and 3. our contribution toward its correction.  Mr. L[redacted] will be emailing photos this week. History of Mr. L[redacted]’s case: We completed Mr. L[redacted]’s Polyurethane Spray Foam roofing system in April of 2012 The attached Q/A report, completed on 4/25/2012 indicate that during the final walk with the homeowner the condensation lines were connected. After the large storm in August 2014, Mr. L[redacted] called in regarding a large amount of drainage on the roof. Our service technician noted that the condensation pipe was in fact eliminated, most likely during construction and condensation was instead routed toward the scuppers.  The homeowner did not want the water coming through the scupper.  The technician advised hooking the line to a different drainage pipe (black PVC), the homeowner approved this scope.  The technician also performed some billable repairs, outside of the PVC pipe issue to include sealing some jacks and recoating some stained areas on the roof. In May of 2015, Mr. L[redacted] contacted our service department stating that during their normal HVAC tune up the HVAC company ([redacted]) said it was against code to run a condensation line into a sewer pipe, they told him that by doing this it made the condensation line back up into the pan which formed mold.  They charged the L[redacted]’s around $549 to clean the inside of the AC pan of the entire mold (invoice attached).  They also recommended having the ducts cleaned because there most likely would be mold in those as well, quoting him $35 per duct, totaling $500 for remediation.  In several email exchanges, our service department manager was working with Mr. L[redacted] to obtain photos of the mold issue that was remediated.  Per Mr. L[redacted] in these emails, he was shown the photos prior to agreeing to the work so he was equally frustrated as to why the HVAC Company was not providing the photo documentation as requested.  On June 09 2015, our service department manager sent an email to Mr. L[redacted] advising Mr. L[redacted] that we need the pictures of the mold, as the only pictures provided were photos of a rerouted PVC line. Mr. L[redacted] understood that we needed those photos in order to rationalize and process a reimbursement.   We did not hear from the homeowners again until 9/14 when our service department manager received a call from the L[redacted]s stating that the mold had travelled and they have photos, please call.  Our service department manager did call back and left a message but never heard from him again.  In response to this Revdex.com complaint we reached out to Mr. L[redacted] again today (10/21).  In a discussion with our Business Development Manager he stated that he was never able to get the photos from the HVAC Company as they stated they switched from apple to android and lost those photos and were only able to provide the after photos.  (Must have switched operating systems right there on the roof).  He did however see the mold himself, wishes he took pictures himself, but there are no photos of the mold.  He did finally get the duct work cleaned and he has photos of the mold there and will send them to us sometime this week if he finds a way to access those files while out of town.

I hired Lyon's Roofing to put a new roof on my home several years back and was very happy with the work. After a severe hail storm my insurance company suggested I replace part of the roof and I hired Lyon's to re-roof that section. This work was done in 2011. Every heavy rain storm since the roof leaks in that section. I have called to have the problem fixed, they came and repaired only to have to call again after the next heavy rain. Each time they assure me it will be fine, leaving me only to be disappointed. Late this summer I call twice about the problem, both times my calls were not returned.

To Whom it May Concern;We have reviewed the file for this customer. We are not happy as to how this was handled from the beginning and have resolved this matter with Ms. [redacted] this morning.   In speaking with Ms. [redacted] this morning we reached an agreement to refund her...

the money for the repairs and split the cost of the drywall repair costs she incurred. The total will be $1,450.  In my conversation with Ms. [redacted] I explained this is NOT indicative of how we operate and we have taken significant measures to assure the problem does not occur again.  We also requested she withdraw this complaint in our email to her.Sincerely,[redacted]Executive VP

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

My sincerest apology for the delay in responding, no excuse but it was lost in the shuffle! We will be contacting Mr. L[redacted] to discuss resolving this situation and will provide an update when we do.  Sincerely,Rhonda L[redacted]

Please accept my sincere apologies for not addressing this issue...

sooner. It was absolutely not intentional, nor are we in any way seeking to skirt any responsibility with regard to this customer’s complaint.  Unfortunately, we don’t have complete resolution at this time.  After leaving several messages for the homeowner to call and discuss remediation we finally received a call back from Mr. L[redacted].  The crux of the problem is that we are not being provided the appropriate evidentiary images from the HVAC company to allow us to determine: 1. If the problem existed, 2. our role in causing the problem and 3. our contribution toward its correction.  Mr. L[redacted] will be emailing photos this week. History of Mr. L[redacted]’s case: We completed Mr. L[redacted]’s Polyurethane Spray Foam roofing system in April of 2012 The attached Q/A report, completed on 4/25/2012 indicate that during the final walk with the homeowner the condensation lines were connected. After the large storm in August 2014, Mr. L[redacted] called in regarding a large amount of drainage on the roof. Our service technician noted that the condensation pipe was in fact eliminated, most likely during construction and condensation was instead routed toward the scuppers.  The homeowner did not want the water coming through the scupper.  The technician advised hooking the line to a different drainage pipe (black PVC), the homeowner approved this scope.  The technician also performed some billable repairs, outside of the PVC pipe issue to include sealing some jacks and recoating some stained areas on the roof. In May of 2015, Mr. L[redacted] contacted our service department stating that during their normal HVAC tune up the HVAC company ([redacted]) said it was against code to run a condensation line into a sewer pipe, they told him that by doing this it made the condensation line back up into the pan which formed mold.  They charged the L[redacted]’s around $549 to clean the inside of the AC pan of the entire mold (invoice attached).  They also recommended having the ducts cleaned because there most likely would be mold in those as well, quoting him $35 per duct, totaling $500 for remediation.  In several email exchanges, our service department manager was working with Mr. L[redacted] to obtain photos of the mold issue that was remediated.  Per Mr. L[redacted] in these emails, he was shown the photos prior to agreeing to the work so he was equally frustrated as to why the HVAC Company was not providing the photo documentation as requested.  On June 09 2015, our service department manager sent an email to Mr. L[redacted] advising Mr. L[redacted] that we need the pictures of the mold, as the only pictures provided were photos of a rerouted PVC line. Mr. L[redacted] understood that we needed those photos in order to rationalize and process a reimbursement.   We did not hear from the homeowners again until 9/14 when our service department manager received a call from the L[redacted]s stating that the mold had travelled and they have photos, please call.  Our service department manager did call back and left a message but never heard from him again.  In response to this Revdex.com complaint we reached out to Mr. L[redacted] again today (10/21).  In a discussion with our Business Development Manager he stated that he was never able to get the photos from the HVAC Company as they stated they switched from apple to android and lost those photos and were only able to provide the after photos.  (Must have switched operating systems right there on the roof).  He did however see the mold himself, wishes he took pictures himself, but there are no photos of the mold.  He did finally get the duct work cleaned and he has photos of the mold there and will send them to us sometime this week if he finds a way to access those files while out of town.

Paul L[redacted], the owner of Lyons Roofing met with Mr. [redacted] at his home on Friday 2/5/16.  Mr. [redacted] pointed out some communication errors on our part that we accept full responsibility for. Our sincere apologies for any frustrations this may have caused.  Paul and Mr. [redacted] also...

reviewed the scope of work that we performed for Mr. [redacted]  We in fact did two jobs for Mr. [redacted]  One was a full foam roofing system on a patio, that is performing as promised.  The other was a re-coat onto an existing foam system installed by a different roofing contractor.  The roof in question is the roof with the coating only.  Coating is a maintenance procedure and is in no way considered a new roof. It really is just sunblock to protect the foam roof.   In layman terms we painted a roof that was blistering and despite new paint, the roof continues to blister.  Fortunately, blisters left alone will not cause a leak. Mr. [redacted] was satisfied with this explanation and review of proposals.  Mr. L[redacted] went ahead and advised that we should do another recoat in a challenging 4 x 4 area and we will perform this work within the next two weeks.  Additionally, we will be performing another roof inspection in January to assure it remains water tight.  When we spoke to Mr. [redacted] about retracting his Revdex.com complaint, he stated that although he is satisfied with our solutions and explanations he wants to make sure we stand by our promises so he will not retract this complaint until after the January 2017 inspection is completed as promised.  He is willing to field any customer questions about this complaint until the time this complaint has been retracted.  I hope that while this complaint remains open that this repsonse and explanation remains public as well.

There are a shortage of kind hearts and kind deeds in the world. Today, I experienced a kindness from an unexpected source, our roofing repair company! We are selling our home and moving across the country. Our buyers are nickel and diming us for every little fix they can get, down to removing morning doves nests and installing spikes in the eaves. Feeling very house poor and a little bit miffed about it, I called Lyons to look at the cracks and chips the report came back with... Thinking it was going to cost me $500 or more. We left to fly to Michigan for a house hunting trip and while we were gone, Jeremey from Lyons Roofing came to my house and repaired every chip and crack and notch for us and he did it for free as a "farewell" gift! He knew we weren't going to be here much longer and therefore wouldn't probably be using his company again anytime soon, but he drove 20 miles here and 20 miles back and took his time to fix my roof and didn't charge me anything. Tears come to my eyes while I'm typing this. He will never realize just how much his kind deed meant. I will whole heartedly recommend Lyons Roofing solely not only based on the terrific quality of work they do, but also on their customer service and small deeds of kindness that meant so much to me during such a rough time. thank you, Jeremey!! God Bless You!!

We had estimates from three companies. We selected Lyons Roofing, although they were the most expensive, because they advised us they would replace any and all rotted wood. Our roof is the original, built in 1979. We are senior citizens and we refinanced our home to cover the cost of the roof. The original roof material was rolled roofing. We chose to go with a foam roof for energy efficiency. None of the rotted wood was replaced, just foamed over. The rotted word areas is where we had leaks. We have pictures of the work. At the final inspection(which they were 2 hours late for) , I specifically pointed out that none of the wood was replaced. These comments were ignored. I also called the company and told them of my dissatisfaction. To dated, they have completely ignored my concerns. The roofing quality of the work seems good but the wood issue is unacceptable.

I sighed the contract with Lyons Roofing because the sales rep seemed accommodating to work with. I selected a brand and solid color brown of new tile to be used because of the breakage that would occur. A pallet of the new replacement tiles was delivered, but it was not the brand or color I selected; instead, it was a variegated-color tile: brown/ ivory/black. I was told later by the Project Manager that the tile I selected was lightweight and could not be used on my roof. So why was I shown this tile by the sales rep? And then why was a tile delivered that I did not even see the color or approve?

By this time the top three rows on the backside of the house were removed and were ready for replacement. Then it was found out that the pallet of new tile could not even be used for the top three rows because it was the wrong size- and that an entire section of roof (already put back) would have to be removed again, so the tiles could be used on the top three rows on the backside.

I called the Project Manager and said that things were not going well- that I didn't want 3 entire sections and 2 ridges replaced with variegated-color tiles that were totally unmatched in color to the solid brown color on the rest of the roof. I received a call later saying that tiles were found in a bone yard (tiles removed from previous jobs) that would be very close in color to what I have, and could also be used for the top 3 rows on the backside of the house. But no trim tiles were to be found, so I would have to accept the variegated tiles to be used on 2 ridges.

I approved, not having a better choice. The tile from the bone yard was delivered.

But then it was found out that the tiles from the bone yard could not be used on the top 3 rows on the backside because they were a different size, and would not butt up properly to the adjoining row. So an entire section of roof had to be removed, and the tiles used on the backside, This section was replaced with tiles from the bone yard. After this was done, the variegated color trim tiles were put on the 2 ridges on top of the solid color tile. Watching them, it was obvious they were rushing to complete the roof, since they had another job site to go to.

There was no final inspection. The roof is now finished, with 3 sections of tile from the bone yard, and 2 ridges of unmatched trim tile. As I said to the Project Manager- all of these problems should have been foreseen before the job was started, not found out unexpectedly by the work crew as they're working. Had I known beforehand about all of these problems of color and compatibility, I could have had, and would have made, other choices. And why were there supposedly so many tiles broken that required 3 sections of a different tile be used plus 2 ridges of variegated unmatched trim tile? Our house is on a corner lot on an incline, and the roof is clearly visible when walking or driving down this incline.

A final note about breakage: I have only 2 of the original field tiles left- one of which was found in the debris trailer...it had been tossed there by a workman? Makes you wonder.

[redacted],My sincerest apologies for the delay.  I am attaching a letter we received from [redacted], along with our response, which included the deposit refund.  Mr. [redacted] was referred by his parents, and another relative whom we've done work for.  Mr. [redacted] has been posting...

extremely negative reviews everywhere and anywhere he can.  Additionally Mr. [redacted] seems to change facts in his statements depending on the recipient.  The fact is his original call to [redacted] was to find out if the salesperson was just trying to get more money out of him when in fact there was an error in math.  The original proposal was in June of 2015 and prices are good for 30 days.  It was not until September when he called back and [redacted] noticed the error.  We agreed to provide Mr. [redacted] with a 20% discount, which is 10% of the maximum discount we give off of book price (yes, we have set pricing so there is no deception).  Once we agreed to the discount Mr. [redacted] was advised by [redacted] that he had spoken to [redacted] and he will handle it from there.  If you met [redacted] there would be no question if he is rude, in fact Mr. [redacted] continued calling the office to speak with [redacted], refused to speak with [redacted] and was verbally harassing the receptionist and other staff members each time he called. Mind you, this is before we had done any work for him.  After the continuous calls to [redacted], requesting additional 'free' stuff for his roof is when the decision was made to refund the deposit.  The attached  letters will provide you more insight.  If you need anything else feel free to give me a call.  I will be heading down to our [redacted] office today but can be reached on my cell at [redacted]  Sincerely, [redacted]

We got several bids from roofing companies when we purchased our new home, which was a foreclosure in rough shape. Although, Lyons was a bit more expensive then some of the others we were pleased with their information and communication. We chose to do a complete re-roof. Once the project started we new we chose the right roofer.
Everyone on the office staff was helpful and could give us the information we needed. The crew showed up when they said they would and worked hard to get the job done in a timely manner. The project manager, [redacted], was great to work with. He always kept us up to date and was available to answer any questions we had. He even made sure they came back and did another sweep with their magnet to ensure there were no stray nails and my children were safe to play outside. We had a large monsoon storm about a month after the roof was completed. We had no leaks and are very confident that our new roof was well worth the investment.
Months after the project was finished we had the exterior of our home painted. We discovered that the painter broke a total of 8 roof tiles while completing the work and also did not re-install the bird deterrent that Lyons had installed during the re-roof. When I contacted Lyons about the issues they were more than happy to accommodate coming back out for the minimum charge to complete the repairs. This was especially appreciated since reinstalling the bird deterrent is not something they typically do.
Overall we were very pleased with the level of customer service and the quality of work.

I recognize that once I filed my complaints this company has done everything it can to blame me for their error.  The bottom line is: we signed a contract, they made and error, I signed another contract to accept their error....and then was told that they wouldn't be doing the work because I asked about using heavier laminate.  Then I was told this work not significant enough to matter to this "12 million dollar a year company!"  This company has wasted my time and cost me money.  I believe they should reimburse me for the difference in cost between what they quoted me on the signed contract and what I ended up paying to have this work done.  If that doesn't happen, I stand firm behind my complaint and feel that this information should be made public, as a warning to other consumers.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. They have agreed and will be sending me a check to cover the incurred expenses.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Arnold L[redacted]

To whom it may concern, First of all please accept our sincere apologies regarding

this complaint.  Please know that we never shy away from taking

responsibility for issues that we have caused. However, this complaint has

absolutely no merit and does not deserve the attention it has already

elicited.  Secondly, forgive the length of this response as we feel it is

important to cover every detail in order to more adequately paint the picture

of how we arrived at our decision to cancel this project and fully refund Mr.

[redacted]’s deposit.  Mr. [redacted] is correct. 

Unfortunately mistakes happen, and there was a pricing mistake on the

proposal/contract provided to Mr. [redacted] in June. However, there was no malice

as described.  -Mr. [redacted] called his Project Specialist, [redacted] in September to sign the proposal that was provided to him in June which exceeded the 30 day price lock on said proposal. -Three days later he was understandably not happy when [redacted], mentioned the $1200 math error after signing the expired proposal.  -Mr. [redacted] called to speak with [redacted], our President.  Mr. [redacted] believed [redacted] was doing this just to increase the price and did not believe it was an error, Mr. [redacted] referred to it as a hoax.  [redacted] spoke to Mr. [redacted] that day assuring Mr. [redacted]       that he will review the proposal with [redacted].  -[redacted] met with [redacted], reviewed the proposal and roof measurements and confirmed it was indeed a mathematical error.-[redacted] spoke to Mr. [redacted] again, confirming it to be a mathematical error and advised Mr. [redacted] to work directly with [redacted] with regard to price adjustments, etc.   -[redacted] spoke with [redacted] approving a 16% discount which essentially equated to splitting the difference between our original price and the revised price even though that original proposal had long since expired. We offered more than a 10% discount (which          exceeded our profit threshold). -Mr. [redacted] agreed to this concession and a new contract was signed in September for the new amount of $8100 (original contract was $7467). This should have been the full reconciliation of that error. -Once the revised contract was signed, at Mr. [redacted]’s request, [redacted] had arranged for precautionary tarps be placed on his roof in anticipation of rain.  -Mr. [redacted] agreed to the appointment time, and then refused to allow the technicians to perform that work once they arrived.  A cancellation notice would have been appreciated. -Mr. [redacted] continued to call [redacted] to try and get additional upgrades at no charge. (i.e.: underlayment upgrades and solar tube lights)-[redacted] continually had the receptionist advise Mr. [redacted] to work directly with his Project Specialist, [redacted].   -After several calls, Mr. [redacted] told our receptionist that [redacted] needs to take this call “if he knows what’s right for his company”. -[redacted] asked our receptionist to let Mr. [redacted] know that [redacted] is the person he needs to speak with.  -[redacted] continually tried to reach Mr. [redacted] who would not answer or return [redacted]’s calls, and at one point Mr. [redacted] threatened to call the police on him if he continued to harass him.  This was also reiterated in his letter to us.  (see attachment on first  complaint)-During one of his harassing calls to our receptionist, [redacted] happened to be at the reception desk when Mr. [redacted] called in.  [redacted] asked the receptionist to transfer the call to his desk, when [redacted] answered the phone, Mr. [redacted] hung up.  -To protect the interests of his staff, [redacted] called Mr. [redacted] to advise him that given Mr. [redacted]’s level of frustration it only makes sense that we refund his deposit and allow him to pursue roof work with another contractor.  -Mr. [redacted] was at this time extremely confrontational and threatening.  Dialogue was to the effect of “You can’t cancel, I will sue, you will pay for my whole roof, you will rue the day”.  [redacted] advised that in order to avoid further confrontation and continued        misunderstanding, we are cancelling the contract.  [redacted] reiterated his repeated requests to work with his staff, but this appeared to be a non-option for Mr. [redacted].  He explained to Mr. [redacted] that he relies on his staff to handle customers because he is  busy running a company.  Because of his unwillingness to work with his staff he is a bit high maintenance, this was a true but albeit a regrettable statement. -Immediately following this conversation, [redacted] facilitated reimbursement for Mr. [redacted]’s deposit.  -Two days later the online onslaught ensued; with extremely negative postings on [redacted]. -Three days later a certified letter arrived at Lyons Roofing.  (see attachment from first Revdex.com complaint)  -We responded in what we would have considered a professional manner, returning his deposit (deposit return was delayed because at the time of the “Phone call” the check was already deposited with our bank.  In order to assure he didn’t stop payment on   his deposit, we waited for it to clear the bank, before refunding, a fiscally prudent and reasonable decision).  (see attachment from first Revdex.com complaint)-A week later we received a complaint from our referral partner, [redacted].  In that complaint he stated that he found us on the [redacted] referral network and we should be removed or he will lose confidence in the [redacted] network.  We provided    numerous copies of our records to the [redacted] group indicating that in his original call to Lyons when asked “How did you come to call Lyons Roofing?” he explained in length that he was a referral from a family member, who was a referral from a family   member before that.  That is not to say he was not also a [redacted] listener, but given our records and the online onslaught it did feel a bit contrived.  -A week later we received a complaint from the Revdex.com. -A week later still we received a complaint from the [redacted].  Yes, this all started with a

mathematical error. This is clearly a person that sought to take advantage of a

situation and leverage a single mistake into a financial windfall.  When

he agreed to the revised price, (which included a tremendous discount) we made

a reasonable assumption that Mr. [redacted] was satisfied.   As

evidenced by his own request to be reimbursed for the difference in price, he

knew it was a fair “deal”.  Instead Mr. [redacted] saw it as an opportunity to

get “more than”, continually seeking to hold the owner of the company captive

to his requests and whims, asking for free upgraded underlayment and free solar

tube lights, when he knew he was already getting a great deal on his roof (plus

an additional 16% off)  and we were more

than making up for the original mathematical error.  As the RevDex.com, I suspect it is extremely difficult to find the balance between

protecting the consumer and businesses.  I am suggesting that the Revdex.com

recognize that sometimes it is the consumer seeking to yield their mighty sword

through entities like the Revdex.com, [redacted], social media, etc. to take

advantage of well-meaning entities like Lyons Roofing. I hope you can see

through this ruse and recognize that we took every measure feasible to satisfy

a customer that had less than honorable intentions at play. My only remaining

question is:  If this complaint remains open, will our response also

become public record?  I ask because there are clearly two sides to this

story.   With great respect for the Revdex.com process, [redacted]