Lyon's Roofing

I had a fantastic experience with Lyon's Roofing. Their pricing was great. They were on time. They did exactly what they said they were going to do and were very professional. I am quite happy and will be sure to use them in the future if I need further work done. I would like to recognize Ciera and Jeremy for making the experience positive.

I was in the process of buying a home and Lyons Roofing saved me from purchasing a home that needed a new roof. If Lyons did not come out and look at the roof on a short notice I may have purchased the home without requesting the seller to fix the issue.

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.

Review: In 2011 we paid $2800 and in 2013 we paid $9041.46 for roof work. 2013 work was recoat. We've had chronic issues with leaks and blisters. We've been told the fixes were made and yet we have even more blisters than before. Now they are no longer responding or returning my requests for information.

We've sick of trying to get service and support on our $12000+ leaking roof.Desired Settlement: We've had 2 independent roof contractors tell us we need a new roof, and that the current foam is not salvagable. Estimates range from $13500-$19000 for a proper job.

We're asking or a refund of the $9041.46 so we can offset the cost of having the roof done professionally and properly.

Lyons Roofing has not shown an ability to be responsive or professional in addressing our chronic issues.

Business

Response:

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.

Consumer

Response:

[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,

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.

I had a fantastic experience with Lyon's Roofing. Their pricing was great. They were on time. They did exactly what they said they were going to do and were very professional. I am quite happy and will be sure to use them in the future if I need further work done. I would like to recognize Ciera and Jeremy for making the experience positive.

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.

Review: After signing the service order with this company, their sales person called me 3 days later to inform me that he had made a mistake with his math and the price of the roof was going up by 20%. I contacted the company's "owner" and asked him to look into the matter and would be sending out a new bid for the project.

Their sales person became rude and unprofessional as he attempted to blame me for "calling the owner"

My phone calls to the "owner" were not answered or returned in a timely manner. When I finally did speak to him, he informed me that he things I am a "high maintenance" client and he would rather not do business with me.

Since signing the original sales order, I have moved forward with arrangements for funding and scheduling. These people did not act in good faith and I want to see that reflected on their record, so any potential clients can look up their record and decide for themselves if they want to take their business some ware else.Desired Settlement: I want my deposit back and will ask that Lyons cover any cost of replacing my roof, with the same types or material, that exceeds the original price that was agreed to and initialed by their representative.

Business

Response:

[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]

Consumer

Response:

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.

Business

Response:

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]

Review: In January of 2013 Lyons roofing was hired to inspect and make any necessary repairs to the roof. I made several appointments to meet the roofer and show him the inside of the home and discuss in person the needed repairs. The scheduled roofer showed up after our scheduled appointments every time. I still have not met him to date. After making follow up calls I was informed that all necessary repairs were in fact made. In July after a heavy rain storm during the monsoon season we had leaks coming in all over the kitchen and 2 bedrooms. I called them to schedule warranty work and I dealt with more of the same thing. Roofer never showed up when he was supposed to. The office said he did the repairs. I was not satisfied and contacted the manager. He manage finally met me down there in October. He assured me the repairs would be taken care of in the kitchen but since they neglected to look at or fix the damage on the side of the house back in January they would do nothing for that. They told me they repaired 200 square feet (his makes a third time) above the kitchen and that it was safe to repair the drywall for a second time. Again there was rain at the end of November and again the kitchen leaked just as bad as before. Since they only show up when they know no one is home I am left to assume no repairs have been completed and If there was they certainly did not test it with water to see if it was repaired properly. There has been almost $2000 spent of roof and drywall repairs and still the roof and drywall are in dire need of repair.Desired Settlement: Refund of amount paid $1050 plus an additional reimbursement of $800 to cover drywall repairs.

Business

Response:

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