First and foremost, we are upset to see that a customer is dissatisfied, especially when we have reached out to her multiple times and kept the homeowner informed of timelinesWe feel this complaint is inaccurate and we have proof of what has been said to the homeowner and we would like to get this
resolved as quickly and painlessly as possibleWe have reached out to the homeowner multiple times, via phone and email, we have apologized to the homeowner multiple times about any problems that might have occurred.The homeowner had work done by our company (M&R Roofing) in November 2015, the homeowner had been a loyal customer and satisfied with our previous work on her homeBefore we started her job, we informed *** that it would cost her $1,to pay to have the material removed from/ and loaded on to her roof due to there being no access for us to her roof; *** did not want to pay for it, and said we could use her neighbor’s driveway and lawnWhen we arrived at the homeowner’s address in 2015, *** informed us she had received permission from her neighbor to use part of the neighbor’s driveway and lawn for our roofing truck to unload material, therefore saving herself the $1,loading feeWhen we parked our truck prior to work being performed, lawn maintenance or damage was not an issueIn addition, the neighbor has NOT reached out to us about damage, BUT we will be reaching out to the neighbor to see what we can do to fix any damage done to their lawn by our truckIn regards to the roofing inspection, inspections cannot be performed until the job is 100% complete; the roofing inspection was paid for by M&R Roofing before the job startedThere were delays with the homeowner’s window screens until December and therefore we could not call for inspection until DecemberWe informed the homeowner that the City of Denver was months out on their inspections (at no fault of ours)The City of Denver will not do roof inspections while it is raining, snowing, or while snow is on the roofDue to the horrible weather end of 2015, beginning the City of Denver fell far behind on previous inspectionsThe homeowner’s inspection got pushed off as well, which we informed her ofThe new inspection could take place April 2016, months laterWe personally spoke with City of Denver multiple times on the homeowner’s behalf to try to speed up the inspection dateThe homeowner even called City of Denver and they told the homeowner the same thing, there was nothing more they could do.The homeowner then requested us to pay for a third party inspection on top of what we had already paid the City of DenverWe told the homeowner we would not pay for a third party inspectorThere’s far more customers who have waited longer than the homeowner has for their inspectionsWe informed the homeowner if they wished to conclude the roofing project THEY could pay for a third party inspectorThe homeowner didn’t want to do that, they just insisted on M&R Roofing to pay.In regards to the inaccuracy of communication, ***, Project Manager & Estimator, replied to the homeowner’s email on May 10th, 2016- there was no response on behalf of the homeowner*** informed the homeowner that ***, Project Manager & Estimator, was taking a metal class the week of May 9th-May 13th and he would be in contact with the homeowner the next week, of May 16thA call was made to the homeowner on May 18th, *** did not answer, and a message was left.The homeowner states that we have not been in contact with them, which is inaccurate given the fact M&R Roofing has emails and personal testimonies from staff proving communication and good business practicesWe would be more than happy to send over the documents proving we have held up our end with integrity, communication and pride. There was a specific complaint the homeowner had with a staff member at M&R Roofing, and it has been resolved efficiently.At M&R Roofing Incwe have over years of combined experience, we are determined to be at the forefront of our industryWith new innovative products, trend setting approaches to roofing and waterproofing methods and timely service at affordable costsOur quest for superiority will be to remain consistent with our evolving aspirations, while creating a positive and unparalleled customer experience
In July 2017, we had two men working for our companyThey were not following M & R Roofing, Incpolicy when it came to selling jobs, and we have since let them go due to these issuesThis customer *** *** *** *** * ** ***, has been working with M & R Roofing, Incsince
02/18/(see attached invoice) and have never had any issues up until nowAs of today, this is a contract disputeIn our 1st line under our Terms & Conditions on ALL M & R contracts it states, "ALL proposals are subject to approval by company and company's credit department" - this proposal was not seen by the owner, *** ***, until the job had already begun, due to negligence of the salesmanOnce *** FINALLY received a copy of the contract from *** ***, he noticed a $3,discrepancy between what our contract amount was, and what the insurance was going to payon 7/14/at 11:07a.m*** emailed *** and asked him to provide documentation to show where the extra $3,from the insurance company was allocated, in which *** responded that "It was agreed that you would perform the work as specified in the contract for $3,less than the claim and that I would get the other non-roofing items in the claim done with that $3,000.00" HOWEVER, all non-roofing items are paid separately by the insurance company, so *** will be receiving money from *** for all non-roofing items, therefore, it appears to us that *** *** is trying to commit insurance fraud, and we are not comfortable in assisting him with thatAt this point in time, we have turned this contract over to our lawyer to resolve this disputeAs for water damage, *** has not sent us any proof of water damage to his roofAs of today, *** *** roof is 90% completed, and he is FULLY aware as to why it has not been 100% finishedWe have informed *** *** that until our lawyer can come up with a resolution for this contract dispute, we will not proceed
Complaint: [redacted]
I am rejecting this response because: M&R has different recollections of what occurred regarding delays inspecting my roof. M&R called the City of Denver to inspect the roof on December 23, 2015. The roof, not the screens, has been completed in November. The delay in notifying the city caused a long delay because of the city's schedule, weather, etc. In addition, I was never there would be a cost if they were unable to use of my neighbor's driveway to remove the old roof. I agreed to the request made my [redacted] to be helpful and efficient. I discussed the lawn damage with [redacted] after the truck was removed and told him we'd see what it looked like in the spring. There is no damage to my neighbor's lawn. The damage is to my lawn. I did call the City of Denver to inquire why there was such a long delay to have my roof inspected and was informed they would have gotten my home on the schedule more quickly if they had been notified in November. I received a call from [redacted] on May 18 regarding the damage to the lawn and called her on May 19. My call went to VM. I called her again on May 20 and she told me I was nit picky, and I was the type of customer that could not be pleased. She said they had gone above and beyond to please me. I contacted [redacted] by text on 4/25 regarding the lawn. He did not return the text. I then communicated with [redacted] and he told me [redacted] would contact me on 5/10. I did not hear from [redacted] on 5/10 or 5/11 and contacted [redacted] again. He indicated [redacted] was in a class. [redacted] could have sent me a quick text indicated he would be in touch when his class ended. He didn't. The issue with the lawn has been known by [redacted] since 4/25 and since there was no communication between 4/25 and 5/10 I think it is reasonable to assume the company was not interested in addressing the issue. I appreciate the offer to repair my neighbor's lawn but her lawn is fine. I will repair my lawn and want nothing further from M&R. I was once a very satisfied customer and it saddens me to think the company believes I nit pick or cannot be pleased. If they define nit picking as being upset by an estimator who is often inaccurate, yelled at me and provided inaccurate information as well as my receiving an incorrect bill three times then I suppose I am "nit picky". At this point, I believe it is in everyone's best interests to move forward.
Sincerely,
[redacted]
Two employees were fired, one of which, had set up the contract. The contract was never authorized by the credit department, [redacted]. After reviewing the contract, when the employee that set up the contract, who was also a friend of [redacted], was fired, there were some questions about where certain insurance proceeds had gone and whether or not [redacted] law was violated. Not wanting to support insurance fraud, we were in contact with [redacted] almost daily to get the papers proving were the extra couple thousand dollars was used on the roof. M & R stated that we would complete the work, but by that time [redacted] had already had another contractor finish the small amount of work remaining. M & R was never informed of water damage until payment was due. The roof did indeed PASS inspection with the city, even after the claims there was water damage.We have asked repeatedly for proof and pictures of water damage and not received any, to support [redacted] claim. We stated that we would be happy to come out and inspect and verify, if there truly is water damage, after we receive payment for the job. We have asked repeatedly for the invoices from the other contractor, from [redacted], so that the parties could come to a resolution on how much is still owed to M & R Roofing, and yet, we have not received any documentation we have asked for. We have been in contact with [redacted] numerous times to get the documentation need to make things right with this customer. We work hard to come to resolution with all our customers, if need be, which is why we have hundreds and hundreds of very happy satisfied customers since 1989.
Complaint: [redacted]
I am rejecting this response because:The two gentlemen that [redacted] references as employees were represented as owners the entire time I worked with M&R by both gentlemen and [redacted] himself. They only reason I worked with M&R was due to the 2 referenced owner's other than [redacted], their excellent customer service and quality control. The majority of contracts I signed with M&R references the signator, [redacted] as Owner. The contract states that proposals must be approved by the company and company credit department. Receiving a signed contract, by an authorized M&R owner or employee would show that the contract was approved by "company". Additionally, the permit was purchased by Jake Robl, another owner of M&R and son of [redacted]. To say that the contract was not approved by the company is a far fetched attempt at wriggling out of a signed contract for which M&R is responsible to complete in a workmanlike manor. The majority of work had been completed, however, M&R stopped working stating they had not received the deposit. I paid them within 48hrs of the request and would have paid them sooner by credit card, but they stated, "their systems were down." The contractor, M&R and [redacted] tried to increase the price of their contract after a price had been agreed upon, never produced a change order referencing such changes, refused to complete the work and did not protect my property against the elements. Their inexcusable delay and refusal to complete the job and protect my property caused extensive water damage and mold to occur. This is unacceptable in any situation and has caused undo burdon and out of pocket costs onto my family.In the response by M&R, their attempt to slander me by stating I was committing insurance fraud has no basis. I had an M&R estimate to complete this work prior to my hail claim. The contract in question reflected the scope and cost originally agreed to by M&R prior to the hail claim and M&R can't reasonably make claim to the entire insurance amount as there were non-roofing items to be completed, per the claim, that were not included in their contract. I would warn any consumer against working with a company that would refuse to take care of their clients, allow clients properties to be damaged by inexcusable delays and inaction, and that would try to increase the contract costs after work had begun and without a change order approved by the owner.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/18) */
Our technician went to the residence on August 13, 2015. Siding and trim at corner of window are rotten. Technician checked roof area, no problems found. Advised homeowner that the window above this roof area
is the cause of the water, not roof...
itself; therefore we cannot do anything to fix it.
First and foremost, we are upset to see that a customer is dissatisfied, especially when we have reached out to her multiple times and kept the homeowner informed of timelinesWe feel this complaint is inaccurate and we have proof of what has been said to the homeowner and we would like to get this
resolved as quickly and painlessly as possibleWe have reached out to the homeowner multiple times, via phone and email, we have apologized to the homeowner multiple times about any problems that might have occurred.The homeowner had work done by our company (M&R Roofing) in November 2015, the homeowner had been a loyal customer and satisfied with our previous work on her homeBefore we started her job, we informed *** that it would cost her $1,to pay to have the material removed from/ and loaded on to her roof due to there being no access for us to her roof; *** did not want to pay for it, and said we could use her neighbor’s driveway and lawnWhen we arrived at the homeowner’s address in 2015, *** informed us she had received permission from her neighbor to use part of the neighbor’s driveway and lawn for our roofing truck to unload material, therefore saving herself the $1,loading feeWhen we parked our truck prior to work being performed, lawn maintenance or damage was not an issueIn addition, the neighbor has NOT reached out to us about damage, BUT we will be reaching out to the neighbor to see what we can do to fix any damage done to their lawn by our truckIn regards to the roofing inspection, inspections cannot be performed until the job is 100% complete; the roofing inspection was paid for by M&R Roofing before the job startedThere were delays with the homeowner’s window screens until December and therefore we could not call for inspection until DecemberWe informed the homeowner that the City of Denver was months out on their inspections (at no fault of ours)The City of Denver will not do roof inspections while it is raining, snowing, or while snow is on the roofDue to the horrible weather end of 2015, beginning the City of Denver fell far behind on previous inspectionsThe homeowner’s inspection got pushed off as well, which we informed her ofThe new inspection could take place April 2016, months laterWe personally spoke with City of Denver multiple times on the homeowner’s behalf to try to speed up the inspection dateThe homeowner even called City of Denver and they told the homeowner the same thing, there was nothing more they could do.The homeowner then requested us to pay for a third party inspection on top of what we had already paid the City of DenverWe told the homeowner we would not pay for a third party inspectorThere’s far more customers who have waited longer than the homeowner has for their inspectionsWe informed the homeowner if they wished to conclude the roofing project THEY could pay for a third party inspectorThe homeowner didn’t want to do that, they just insisted on M&R Roofing to pay.In regards to the inaccuracy of communication, ***, Project Manager & Estimator, replied to the homeowner’s email on May 10th, 2016- there was no response on behalf of the homeowner*** informed the homeowner that ***, Project Manager & Estimator, was taking a metal class the week of May 9th-May 13th and he would be in contact with the homeowner the next week, of May 16thA call was made to the homeowner on May 18th, *** did not answer, and a message was left.The homeowner states that we have not been in contact with them, which is inaccurate given the fact M&R Roofing has emails and personal testimonies from staff proving communication and good business practicesWe would be more than happy to send over the documents proving we have held up our end with integrity, communication and pride. There was a specific complaint the homeowner had with a staff member at M&R Roofing, and it has been resolved efficiently.At M&R Roofing Incwe have over years of combined experience, we are determined to be at the forefront of our industryWith new innovative products, trend setting approaches to roofing and waterproofing methods and timely service at affordable costsOur quest for superiority will be to remain consistent with our evolving aspirations, while creating a positive and unparalleled customer experience
In July 2017, we had two men working for our companyThey were not following M & R Roofing, Incpolicy when it came to selling jobs, and we have since let them go due to these issuesThis customer *** *** *** *** * ** ***, has been working with M & R Roofing, Incsince
02/18/(see attached invoice) and have never had any issues up until nowAs of today, this is a contract disputeIn our 1st line under our Terms & Conditions on ALL M & R contracts it states, "ALL proposals are subject to approval by company and company's credit department" - this proposal was not seen by the owner, *** ***, until the job had already begun, due to negligence of the salesmanOnce *** FINALLY received a copy of the contract from *** ***, he noticed a $3,discrepancy between what our contract amount was, and what the insurance was going to payon 7/14/at 11:07a.m*** emailed *** and asked him to provide documentation to show where the extra $3,from the insurance company was allocated, in which *** responded that "It was agreed that you would perform the work as specified in the contract for $3,less than the claim and that I would get the other non-roofing items in the claim done with that $3,000.00" HOWEVER, all non-roofing items are paid separately by the insurance company, so *** will be receiving money from *** for all non-roofing items, therefore, it appears to us that *** *** is trying to commit insurance fraud, and we are not comfortable in assisting him with thatAt this point in time, we have turned this contract over to our lawyer to resolve this disputeAs for water damage, *** has not sent us any proof of water damage to his roofAs of today, *** *** roof is 90% completed, and he is FULLY aware as to why it has not been 100% finishedWe have informed *** *** that until our lawyer can come up with a resolution for this contract dispute, we will not proceed
Complaint: [redacted]
I am rejecting this response because: M&R has different recollections of what occurred regarding delays inspecting my roof. M&R called the City of Denver to inspect the roof on December 23, 2015. The roof, not the screens, has been completed in November. The delay in notifying the city caused a long delay because of the city's schedule, weather, etc. In addition, I was never there would be a cost if they were unable to use of my neighbor's driveway to remove the old roof. I agreed to the request made my [redacted] to be helpful and efficient. I discussed the lawn damage with [redacted] after the truck was removed and told him we'd see what it looked like in the spring. There is no damage to my neighbor's lawn. The damage is to my lawn. I did call the City of Denver to inquire why there was such a long delay to have my roof inspected and was informed they would have gotten my home on the schedule more quickly if they had been notified in November. I received a call from [redacted] on May 18 regarding the damage to the lawn and called her on May 19. My call went to VM. I called her again on May 20 and she told me I was nit picky, and I was the type of customer that could not be pleased. She said they had gone above and beyond to please me. I contacted [redacted] by text on 4/25 regarding the lawn. He did not return the text. I then communicated with [redacted] and he told me [redacted] would contact me on 5/10. I did not hear from [redacted] on 5/10 or 5/11 and contacted [redacted] again. He indicated [redacted] was in a class. [redacted] could have sent me a quick text indicated he would be in touch when his class ended. He didn't. The issue with the lawn has been known by [redacted] since 4/25 and since there was no communication between 4/25 and 5/10 I think it is reasonable to assume the company was not interested in addressing the issue. I appreciate the offer to repair my neighbor's lawn but her lawn is fine. I will repair my lawn and want nothing further from M&R. I was once a very satisfied customer and it saddens me to think the company believes I nit pick or cannot be pleased. If they define nit picking as being upset by an estimator who is often inaccurate, yelled at me and provided inaccurate information as well as my receiving an incorrect bill three times then I suppose I am "nit picky". At this point, I believe it is in everyone's best interests to move forward.
Sincerely,
[redacted]
Two employees were fired, one of which, had set up the contract. The contract was never authorized by the credit department, [redacted]. After reviewing the contract, when the employee that set up the contract, who was also a friend of [redacted], was fired, there were some questions about where certain insurance proceeds had gone and whether or not [redacted] law was violated. Not wanting to support insurance fraud, we were in contact with [redacted] almost daily to get the papers proving were the extra couple thousand dollars was used on the roof. M & R stated that we would complete the work, but by that time [redacted] had already had another contractor finish the small amount of work remaining. M & R was never informed of water damage until payment was due. The roof did indeed PASS inspection with the city, even after the claims there was water damage.We have asked repeatedly for proof and pictures of water damage and not received any, to support [redacted] claim. We stated that we would be happy to come out and inspect and verify, if there truly is water damage, after we receive payment for the job. We have asked repeatedly for the invoices from the other contractor, from [redacted], so that the parties could come to a resolution on how much is still owed to M & R Roofing, and yet, we have not received any documentation we have asked for. We have been in contact with [redacted] numerous times to get the documentation need to make things right with this customer. We work hard to come to resolution with all our customers, if need be, which is why we have hundreds and hundreds of very happy satisfied customers since 1989.
Complaint: [redacted]
I am rejecting this response because:The two gentlemen that [redacted] references as employees were represented as owners the entire time I worked with M&R by both gentlemen and [redacted] himself. They only reason I worked with M&R was due to the 2 referenced owner's other than [redacted], their excellent customer service and quality control. The majority of contracts I signed with M&R references the signator, [redacted] as Owner. The contract states that proposals must be approved by the company and company credit department. Receiving a signed contract, by an authorized M&R owner or employee would show that the contract was approved by "company". Additionally, the permit was purchased by Jake Robl, another owner of M&R and son of [redacted]. To say that the contract was not approved by the company is a far fetched attempt at wriggling out of a signed contract for which M&R is responsible to complete in a workmanlike manor. The majority of work had been completed, however, M&R stopped working stating they had not received the deposit. I paid them within 48hrs of the request and would have paid them sooner by credit card, but they stated, "their systems were down." The contractor, M&R and [redacted] tried to increase the price of their contract after a price had been agreed upon, never produced a change order referencing such changes, refused to complete the work and did not protect my property against the elements. Their inexcusable delay and refusal to complete the job and protect my property caused extensive water damage and mold to occur. This is unacceptable in any situation and has caused undo burdon and out of pocket costs onto my family.In the response by M&R, their attempt to slander me by stating I was committing insurance fraud has no basis. I had an M&R estimate to complete this work prior to my hail claim. The contract in question reflected the scope and cost originally agreed to by M&R prior to the hail claim and M&R can't reasonably make claim to the entire insurance amount as there were non-roofing items to be completed, per the claim, that were not included in their contract. I would warn any consumer against working with a company that would refuse to take care of their clients, allow clients properties to be damaged by inexcusable delays and inaction, and that would try to increase the contract costs after work had begun and without a change order approved by the owner.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/18) */
Our technician went to the residence on August 13, 2015. Siding and trim at corner of window are rotten. Technician checked roof area, no problems found. Advised homeowner that the window above this roof area
is the cause of the water, not roof...
itself; therefore we cannot do anything to fix it.