Master's Roofing & Construction, Incorporated

The appointment was for 9:AMThe exact same time the previous appointment was scheduled forRick did call her to tell her he would be minutes late Her home was not the only one with damageWhile it was minimal, her neighbor did also have some damage She called our office on March 27, to report the leak She was disturbed that she had not received her gift card(Which was the first time we heard from her concerning a referral issue) I was very surprised because I had not received a referral form in the mail nor had any prospects called saying that they had been referred by [redacted] (our office always asks if the call is due to a referral) [redacted] gave me a name (she didn’t even have an address) of a womanI looked it up but she did not exist in our customer databaseShe said she would give them a call to remind them to call usIf we have completed work for this person since March, then we are not aware of who it is

The [redacted] s signed a contract with Master's 08/16/for $24,All work has been completed as according to the signed contract and there is a large remaining balance of $14,The [redacted] 's signed a contract (see included) and have refused to pay their balanceMultiple invoices and letters have been sentThey have been uncooperative and are insisting on receiving an itemized invoice, which theywere told numerous times our company did not provide (the contract shows all itemization).Sincerely, Christy H

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
It is obvious that I made the wrong choice in choosing this company All I asked for was an apology but all I am getting is contraindications to the event At this point, my roof was re done by an expert roofer and I am putting this behind me You can give the gift card money to a family in need I don't care I don't want to ever think about this again I WILL NEVER YOU AGAIN Remember the key to customer service is to make the customer happy and they will tell a friend but make a customer unhappy and they will tell friends I leave you with thatNo response needed
Regards,
*** ***

"background-text-decoration:none;vertical-align:baseline;">When *** *** called our office concerning a leak at her home, our project manager went out to determine the cause of the leakWater was coming in from a metal stovepipe, that was subject to failure due to its age, which is a common occurrenceThis stove pipe was not something that was installed or replaced by Master’s After Nathan discovered the source of the leak, he told *** *** that it was not due to Master’s workmanship
While Nathan was there, he could see that the roof shingles, ridge cap, and gutter protection had damage consistent with hailstorm damageHe told her a consultant from Master’s would need to come out and take a look at it She called the office and we scheduled an appointment for two weeks in advanceThe day before the appointment the estimator that was supposed to meet with her become illAll other estimators were already completely bookedIt was a very unfortunate situation that we were very apologetic for
*** *** insisted on meeting with Rick, so we rescheduled for a time when he could meet with herRick is one of our managers and is naturally very busyHe does not generally handle service calls but made time out of his day to meet with her because she insistedThe day before the appointment she called our office to confirm the appointmentThe next morning Rick went to her house at the scheduled time and she was not thereHe called her phone but she did not answerHe even called the office to verify the address and appointment timeHe also spoke to her neighbor, because he wasn’t certain which house it wasSince he was already there, he did an inspection on her roof to determine if she had hail damage He texted her to tell her to open an insurance claim, and let his know when the adjuster was coming out so he could meet with himThe next day she called the office to complain that Rick never showed up and was lying about being thereWe told her it was not a lie and he was thereNot only did she not show up for the appointment, she then called our office making rude comments and accusatory remarks
The roof Master’s installed has not leaked, and “inferior materials” were not usedA hail storm can cause significant damage on the most durable materialsAs indicated in our warranty, hail storms are a weather phenomenon and therefore not covered Such occurrences are covered by homeowner’s insurance, which is why Rick instructed her to open an insurance claimOur company is very experienced in dealing with hail storms, and we are dealing with over claims this year aloneStandard protocol is to open a claim, and a representative from our company will meet with the insurance adjusterThis is standard procedure, not providing an estimateWhile we certainly strive to assist previous customers, we were under no obligation to provide an estimate to *** ***
As to the matter of the referral gift card*** *** was told that in order to receive a referral gift card, the person whom she referred needs to not only contact our company but also sign a contract with usThe person she referred has never even contacted our office

*** *** has not heard back from
anyone in our office, because her file was given to a manager for final review
before it is sent to our corporate attorney for legal proceedings.
The contract signed between Mrs
Williams and Master’s for $18,was for the roof only(Contract is attached) The roof was completed months ago, the permit was
applied for and received before any work was done, and our company does not
issue warranties until payment is made in fullThe only remaining issue is
that to date *** *** still has not paid the remaining balance of
$12,

The ***s signed a contract with Master's 08/16/for $24,All work has been completed as according to the signed contract and there is a large remaining balance of $14,The ***'s signed a contract (see included) and have refused to pay their balanceMultiple
invoices and letters have been sentThey have been uncooperative and are insisting on receiving an itemized invoice, which theywere told numerous times our company did not provide (the contract shows all itemization).Sincerely, Christy H

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Their assertion is a lieThey were contacted in November, they have come out twice and still not fixed the problemI was called last week and told I woulod be called about my roof yesterday 3/28/2016, as is for this business I have not heard from anyoneAt this point I believe they are trying to find a way out of fixing my roof
Regards,
*** ***

A representative from our company went out to *** ***'s home to access the damage and determine the cause of the leak.Water had come in the front bedrooms on the 2nd and 3rd story floorsThis water was due to the shingled roof and or sidingThe water leak was not due the flat roof
replacement done by our company. Our representative met with *** *** and explained the situation to him

Masters replaced some windows on my home with good quality reproduction windowsAlso did a fantastic job replacing a flat roof on my back porchEverything was done on time and at a great valueThanks!

The appointment was for 9:AMThe exact same time the
previous appointment was scheduled forRick did call her to tell her he would
be minutes late
Her home was not the only one with damageWhile it was
minimal, her neighbor did also have some damage
She called our office on March 27, to report the leak
She was disturbed that she had not received her gift card(Which was the first time we heard from her concerning a referral issue) I was very surprised
because I had not received a referral form in the mail nor had any prospects
called saying that they had been referred by *** *** (our office always
asks if the call is due to a referral) *** *** gave me a name (she didn’t
even have an address) of a womanI looked it up but she did not exist in our
customer databaseShe said she would give them a call to remind them to call
usIf we have completed work for this person since March, then we are not
aware of who it is

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because:
Much of what was said in the letter is not true. Below, I have rebutted many of the remarks made by the respondent. Please see my comments in red. Thank you
MESSAGE FROM BUSINESS:
When *** *** called our office concerning a leak at her home, our project manager went out to determine the cause of the leakWater was coming in from a metal stovepipe, that was subject to failure due to its age, which is a common occurrenceThis stove pipe was not something that was installed or replaced by Master’s After Nathan discovered the source of the leak, he told *** *** that it was not due to Master’s workmanship
While Nathan was there, he could see that the roof shingles, ridge cap, and gutter protection had damage consistent with hailstorm damageHe told her a consultant from Master’s would need to come out and take a look at it She called the office and we scheduled an appointment for two weeks in advanceThe day before the appointment the estimator that was supposed to meet with her become illAll other estimators were already completely bookedIt was a very unfortunate situation that we were very apologetic for
*** *** insisted on meeting with Rick, so we rescheduled for a time when he could meet with herRick is one of our managers and is naturally very busyHe does not generally handle service calls but made time out of his day to meet with her because she insistedThe day before the appointment she called our office to confirm the appointmentThe next morning Rick went to her house at the scheduled time and she was not thereHe called her phone but she did not answerHe even called the office to verify the address and appointment timeHe also spoke to her neighbor, because he wasn’t certain which house it wasSince he was already there, he did an inspection on her roof to determine if she had hail damage He texted her to tell her to open an insurance claim, and let his know when the adjuster was coming out so he could meet with himThe next day she called the office to complain that Rick never showed up and was lying about being thereWe told her it was not a lie and he was thereNot only did she not show up for the appointment, she then called our office making rude comments and accusatory remarks(I DO NOT AGREE WITH WHAT IS WRITTEN HERE)
On that morning Mr H*** called me on my cell phone and told me he was going to be minutes late for our 10:00AM appointment. I told him that was fineI was at my house and I waited all day, calling him repeatedly on the number that he called me fromHe never called me back!!!!!! I was at my home at that time. WHY WOULDN'T HE HAVE CALLED ME BACK IF HE WAS THERE THAT DAYRick Hinckle did indeed text me days later to tell me he was there and to call my insurance company and that he would meet with the adjuster. After numerous calls and texts I could not get Masters to set up an appointment with the insurance company. On September 15th, I just gave up!!
I was not rude, I told the truth. Alyssa knew how upset I was and she can tell you how many times I called the office. I also have my text message record for the many times I sent Rick text messages I really thought that he was in an accident or that he became ill. This company was disrespectful to me and my time. For the first appontment, I took a half day from work in order to meet with the representative. I was upset but understood that he became ill. The company informed me the first time why not the second no show appointment!!!
The roof Master’s installed has not leaked, and “inferior materials” were not usedA hail storm can cause significant damage on the most durable materialsAs indicated in our warranty, hail storms are a weather phenomenon and therefore not covered Such occurrences are covered by homeowner’s insurance, which is why Rick instructed her to open an insurance claimOur company is very experienced in dealing with hail storms, and we are dealing with over claims this year aloneStandard protocol is to open a claim, and a representative from our company will meet with the insurance adjusterThis is standard procedure, not providing an estimateWhile we certainly strive to assist previous customers, we were under no obligation to provide an estimate to *** ***
Why is it that my house, with a year old roof, is the only home in my area that sustained such hail damage, that it now needs to be replaced with an entirely new roof !!!!!. Maybe the hail only fell on my roof or maybe the other houses that have much older than year roofs, were done with a better quality shingle than mine
As to the matter of the referral gift card*** *** was told that in order to receive a referral gift card, the person whom she referred needs to not only contact our company but also sign a contract with usThe person she referred has never even contacted our office
When I called the office to tell them that I had indeed made a referral to the company, I gave them my neighbors name and address. They not only contacted them but contracted to have their roof done. It indeed was done by Masters because of my REFERRAL
Master's owes me an apology for lack of communication, for their insensitive response, and also owes me the gift card for the referral
It is outrageous that a company would need to be referred to the Revdex.com for failing to respond a customers phone call
I REJECT THEIR RESPONSE (PLEASE SEE AREAS IN RED)
Regards,*** ***

The GOOD: Master's salesman was prompt, courteous, and knowledgeableThe roof -- GAF Timberline HD shingles in "Barkwood" color -- was installed by superior techniciansThe BAD: As of November 19th, 2016, it has been days since Master's replaced the roof and guttering system on my homeI am due a refund of $1,and sadly, I had to turn the matter over to the Pennsylvania Attorney General's Office on 11/16/Tragically, financial matters have overshadowed what would have been a fairly pleasant business experience with Master'sNeither my emails nor telephone calls have been answeredAs a consumer, I have been both disrespected and humiliated by this experience and, as expected, no referrals to this company will ever be made by me

The attached documents are from an *** estimate(Used by insurance companies)Those documents are an estimate only, and were used for the purpose of *** *** insurance claim on her homeAgain, it was an insurance estimate breakdown NOT a contract.The invoice sent to *** *** was sent in for $15,because that is what they coveredOur contracted price of 18,covered only the roof and was for more than what was covered because of additional upgrades and the warranty*** *** was aware that this additional expense would need to be covered out of pocketOur office is expecting a total payment of $18,because that is what was agreed upon and that is what the contract was signed for

March 25, 2016.*** *** *alled our office in January to notify us of the leakWe sent one of our representatives out but we were unable to verify the cause of the issue due to snow on the roof.The roof was installed on May 2, and there were no issues until winter hitIf the
issue is found to be due to condensation caused by ice damming, that is not something that is covered under our warranty.Due to our schedule and weather constraints we have not made it out there again. Unfortunately, one appointment to go out was canceled, but no other appointments were repeatedly canceled or no shows.Our office has since been in contact with *** *** and a representative from our company will be going out this week.Christy H

From: Date: Tue, Nov 24, at 7:PMSubject: case number---- ***To: [email protected]
Attention: *** ***
I have been having problems with my computer in which e-mails are not going thru. I did notice the response from Masters Construction in which they stated that I knew that I was
receiving an upgraded roof and thus the reason for the $18,figure. THIS IS NOT TRUE. I WAS NEVER ADVISED OF ANY UPGRADETHE ROOF THAT WAS PRESENTED TO ME WAS THE ONLY ROOF PRESENTED TO ME. AS YOU CAN SEE FROM THE MASTERS ESTIMATE THE ROOF FIGURE WAS $13,
The rest of the items DWELLING FASCIA, DWELLING GUTTERS, DWELLING WINDOWS, DWELLING DECK, ELECTRIC LIGHTING, STUCCO, WERE NEVER COMPLETED.
The $18,figure was based on the completion of all items noted in their estimate, not just the roof
We do not feel that we should have to pay $18,for work that was never done
We are willing to pay Masters for the figure that our Insurance Carrier agreed upon.
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: It's been since last July 2014 since they did the work. They shouldn't have miss it. I just want my house finished. My house appearance doesn't look good without it finished. It won't take them long to finish it. I got upset when they didn't return my phone calls. I just want my house finished. Thank You
Regards,
*** ***

From: Date: Tue, Nov 24, at 7:PMSubject: case number---- ***To: [email protected]: *** *** I have been having problems with my computer in which e-mails are not going thru. I did notice the response from Masters Construction in which they stated that I knew that I wasreceiving an upgraded roof and thus the reason for the $18,figure. THIS IS NOT TRUE. I WAS NEVER ADVISED OF ANY UPGRADETHE ROOF THAT WAS PRESENTED TO ME WAS THE ONLY ROOF PRESENTED TO ME. AS YOU CAN SEE FROM THE MASTERS ESTIMATE THE ROOF FIGURE WAS $13,741.97. The rest of the items DWELLING FASCIA, DWELLING GUTTERS, DWELLING WINDOWS, DWELLING DECK, ELECTRIC LIGHTING, STUCCO, WERE NEVER COMPLETED. The $18,figure was based on the completion of all items noted in their estimate, not just the roof. We do not feel that we should have to pay $18,for work that was never done. We are willing to pay Masters for the figure that our Insurance Carrier agreed upon. *** ***