Master's Roofing & Construction, Incorporated

[redacted] 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 $18,000.00 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 full. The only remaining issue is
that to date [redacted] still has not paid the remaining balance of
$12,000.00

The [redacted]s signed a contract with Master's 08/16/15 for $24,497.00. All work has been completed as according to the signed contract and there is a large remaining balance of $14,297.00. The [redacted]'s signed a contract (see included) and have refused to pay their balance. Multiple...

invoices and letters have been sent. They 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

March 25, 2016.[redacted]alled our office in January to notify us of the leak. We 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, 2015 and there were no issues until winter hit. If 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 [redacted] and a representative from our company will be going out this week.Christy H

From: <[redacted]@[redacted].net>Date: Tue, Nov 24, 2015 at 7:09 PMSubject: case number---- [redacted]To: [email protected]:   [redacted] [redacted] 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 $18,000.00 figure.   THIS IS NOT TRUE.   I WAS NEVER ADVISED OF ANY UPGRADE. THE 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 $18,000 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 $18,000. for work that was never done. We are willing to pay Masters for the figure that our Insurance Carrier agreed upon.  [redacted] [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]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 [redacted] called our office concerning a leak at her home, our project manager went out to determine the cause of the leak. Water was coming in from a metal stovepipe, that was subject to failure due to its age, which is a common occurrence. This stove pipe was not something that was installed or replaced by Master’s.  After Nathan discovered the source of the leak, he told [redacted] 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 damage. He 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 advance. The day before the appointment the estimator that was supposed to meet with her become ill. All other estimators were already completely booked. It was a very unfortunate situation that we were very apologetic for.
[redacted] insisted on meeting with Rick, so we rescheduled for a time when he could meet with her. Rick is one of our managers and is naturally very busy. He does not generally handle service calls but made time out of his day to meet with her because she insisted. The day before the appointment she called our office to confirm the appointment. The next morning Rick went to her house at the scheduled time and she was not there. He called her phone but she did not answer. He even called the office to verify the address and appointment time. He also spoke to her neighbor, because he wasn’t certain which house it was. Since 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 him. The next day she called the office to complain that Rick never showed up and was lying about being there. We told her it was not a lie and he was there. Not 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[redacted] called me on my cell phone and told me he was going to be 15 minutes late for our 10:00AM appointment.  I told him that was fine. I was at my house and  I waited all day, calling him repeatedly on the number that he called me from. He 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 DAY. Rick Hinckle did indeed text me 4 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 used. A hail storm can cause significant damage on the most durable materials. As 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 claim. Our company is very experienced in dealing with hail storms, and we are dealing with over 500 claims this year alone. Standard protocol is to open a claim, and a representative from our company will meet with the insurance adjuster. This is standard procedure, not providing an estimate. While we certainly strive to assist previous customers, we were under no obligation to provide an estimate to [redacted].
Why is it that my house, with a 5 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 5 year roofs, were done with a better quality shingle than mine.
 As to the matter of the referral gift card. [redacted] 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 us. The 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,[redacted]

The appointment was for 9:00 AM. The exact same time the
previous appointment was scheduled for. Rick did call her to tell her he would
be 15 minutes late.
Her home was not the only one with damage. While it was
minimal, her neighbor did also have some damage.
She called our office on March 27, 2014 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 woman. I looked it up but she did not exist in our
customer database. She said she would give them a call to remind them to call
us. If we have completed work for this person since March, then we are not
aware of who it is.

Masters replaced some windows on my 1860 home with good quality reproduction windows. Also did a fantastic job replacing a flat roof on my back porch. Everything was done on time and at a great value. Thanks!

From: <[redacted].net>Date: Tue, Nov 24, 2015 at 7:09 PMSubject: case number---- [redacted]To: [email protected]
Attention:   [redacted]
 
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 $18,000.00 figure.   THIS IS NOT TRUE.   I WAS NEVER ADVISED OF ANY UPGRADE. THE 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 $18,000 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 $18,000. for work that was never done.
 
We are willing to pay Masters for the figure that our Insurance Carrier agreed upon. 
 
[redacted]

A representative from our company went out to [redacted]'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 floors. This water was due to the shingled roof and or siding. The water leak was not due the flat roof...

replacement done by our company. Our representative met with [redacted] and explained the situation to him.

Review: Masters roofing placed an entire roof on my home at [redacted] Pa [redacted] in 2009. In May of 2014, I noticed a leak in my home. I called the complany and they responded with a worker "Nathan" who repaired the portion of the roof where the leak was occurring. While he was up there, he inspected the roof and reported to me that I had storm (hail) damage to the roof and it would need to be evaluated by the owner of the company Rick H[redacted] to determine what would need to be done. I called the company and scheduled an appointment with Mr H[redacted] 2 weeks in advance. Mr H[redacted] (or his associate) canceled the appointment the night before. Please note that this is a secondary home and I had to travel two hours to be there for the appointment. I took off half of a day from work. I then rescheduled another appointment and demanded that I see the owner Rick H[redacted] to come for the evaluation. This was also scheduled 2 weeks in advance. The morning that Mr H[redacted] was to come he called me on my cell from his cell number stating he will be 1/2 hour late. He never came. I waited the entire day for him to come. I kept calling his cell and no answer. I was worried that something happened to him. The next day I called the office to see what happened. At that time mr H[redacted] texted me on my cell and said he was there but I was not. That is a lie I was there all day. He told me to have an appraiser from my insurance company call him that it needed to go through my insurance company. I wrote him two letters during this time and he nor any of his company's representatives ever reponded to those letters. I recommended this company to others in my development and I was also to get a gift for recommending which is on their website. I have called the office repeatedly (the secretary is very nice) but all they keep telling me is that he has the message . He never called or contacted me. During this time I did call my insurance company and I needed to get estimates for the repair, I called several times to tell the secretay that but no response. What kind of business is this.? He was so nice and responsive when I was selecting him to do the job but now I couldn't get him to call me. This 5 year old roof now needs to be complertely redone because of inferior materials used. Some of the shingles on the lower roof and the roof cap are down to the asphalt. It was evaluated by another company that said the roof needs to be redone orIi will again have leaks. Still no response. I paid $4000 for the roof in 2009.Desired Settlement: I am requesting a pro rated cash refund for the roof placement which only last 5 years.

I am also requesting a letter of apology from mr Rick H[redacted] for his lack of reponsivenes and rudeness to his customer

Lastly I want to be compensated with the referral gift card which I am entitled to after I referred another home owner for Masters service.

Business

Response:

When [redacted] called our office concerning a leak at her home, our project manager went out to determine the cause of the leak. Water was coming in from a metal stovepipe, that was subject to failure due to its age, which is a common occurrence. This stove pipe was not something that was installed or replaced by Master’s. After Nathan discovered the source of the leak, he told [redacted] 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 damage. He 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 advance. The day before the appointment the estimator that was supposed to meet with her become ill. All other estimators were already completely booked. It was a very unfortunate situation that we were very apologetic for. [redacted] insisted on meeting with Rick, so we rescheduled for a time when he could meet with her. Rick is one of our managers and is naturally very busy. He does not generally handle service calls but made time out of his day to meet with her because she insisted. The day before the appointment she called our office to confirm the appointment. The next morning Rick went to her house at the scheduled time and she was not there. He called her phone but she did not answer. He even called the office to verify the address and appointment time. He also spoke to her neighbor, because he wasn’t certain which house it was. Since 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 him. The next day she called the office to complain that Rick never showed up and was lying about being there. We told her it was not a lie and he was there. Not 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 used. A hail storm can cause significant damage on the most durable materials. As 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 claim. Our company is very experienced in dealing with hail storms, and we are dealing with over 500 claims this year alone. Standard protocol is to open a claim, and a representative from our company will meet with the insurance adjuster. This is standard procedure, not providing an estimate. While we certainly strive to assist previous customers, we were under no obligation to provide an estimate to [redacted]. As to the matter of the referral gift card. [redacted] 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 us. The person she referred has never even contacted our office.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]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 [redacted] called our office concerning a leak at her home, our project manager went out to determine the cause of the leak. Water was coming in from a metal stovepipe, that was subject to failure due to its age, which is a common occurrence. This stove pipe was not something that was installed or replaced by Master’s. After Nathan discovered the source of the leak, he told [redacted] 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 damage. He 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 advance. The day before the appointment the estimator that was supposed to meet with her become ill. All other estimators were already completely booked. It was a very unfortunate situation that we were very apologetic for.

[redacted] insisted on meeting with Rick, so we rescheduled for a time when he could meet with her. Rick is one of our managers and is naturally very busy. He does not generally handle service calls but made time out of his day to meet with her because she insisted. The day before the appointment she called our office to confirm the appointment. The next morning Rick went to her house at the scheduled time and she was not there. He called her phone but she did not answer. He even called the office to verify the address and appointment time. He also spoke to her neighbor, because he wasn’t certain which house it was. Since 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 him. The next day she called the office to complain that Rick never showed up and was lying about being there. We told her it was not a lie and he was there. Not 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[redacted] called me on my cell phone and told me he was going to be 15 minutes late for our 10:00AM appointment. I told him that was fine. I was at my house and I waited all day, calling him repeatedly on the number that he called me from. He 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 DAY. Rick Hinckle did indeed text me 4 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 used. A hail storm can cause significant damage on the most durable materials. As 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 claim. Our company is very experienced in dealing with hail storms, and we are dealing with over 500 claims this year alone. Standard protocol is to open a claim, and a representative from our company will meet with the insurance adjuster. This is standard procedure, not providing an estimate. While we certainly strive to assist previous customers, we were under no obligation to provide an estimate to [redacted].

Why is it that my house, with a 5 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 5 year roofs, were done with a better quality shingle than mine.

As to the matter of the referral gift card. [redacted] 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 us. The 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,[redacted]

Business

Response:

The appointment was for 9:00 AM. The exact same time the

previous appointment was scheduled for. Rick did call her to tell her he would

be 15 minutes late.

Her home was not the only one with damage. While it was

minimal, her neighbor did also have some damage.

She called our office on March 27, 2014 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 woman. I looked it up but she did not exist in our

customer database. She said she would give them a call to remind them to call

us. If we have completed work for this person since March, then we are not

aware of who it is.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: