Masters Roofing

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Masters Roofing, IncCompany Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Response: I must say I was disappointed to see that a complaint was filed so quickly with the Revdex.comI was happy to take care of these concerns, but feel that I was not given an opportunity to resolve the situation before the complaint was filedIn addition to the quick complaint, there are a few statements in the complaint that are misleading or inaccurateI cannot mention every one, but I will review a coupleOne such comment was: "They asked for more than the contracted stated and I paid it." There was justification for the extra chargesWe discovered there were two hidden layers of shingles on the low slope section, in addition to a large amount of rotted plywoodThese extra roof layers were actually hidden under the plywood which is not common practiceThat is why they were not detected upon the initial inspectionIt was also not possible to detect the rotten plywood beforehand as the top roof layer must first be removedThis is why the contract states there will be an additional charge for any wood replacement that is requiredYou also state that; "I complained about the color before I wrote the 10,check"This is not accurateDuring the walk around, after the roof was completed, nothing was said about the drip edge colorWe like to ensure the customer is happy once the roof is completed, which is why we addressed any concerns immediately after the roof was completeThe only concern brought to our attention was the seam in the drip edgeWe explained that these seams are and only present where two pieces of drip edge joinHad this concern with the drip edge color been mentioned at that time, we would have taken immediate action to resolve the problemThis complaint to the Revdex.com was made before I had the opportunity to resolve the issueThe day this issue was first brought to my attention (5/3/16), is the same day the complaint was filedAs you can see, I was not given an opportunity to resolve this concernOur strong reputation and workmanship are just a few of the reasons as to why someone outside of our company referred you to usBeing a small business, we truly strive to ensure every customer is satisfiedHowever, it is very difficult for us to do this if we are not given the opportunity to do soSent on: 5/17/8:45:PM

Master roofing took off my old roof and placed a new one on my buildingThey did a very quick and a very good job, and they cleaned up the site very well

This is Bill T [redacted] with Master Roofing Colorado, Vice President of Sales and OperationsI took over Mr [redacted] job due to the firing of the previous sales person We are sorry for the fact that the previous sales person did not communicate clearly with Mr [redacted] but due to the size of the [redacted] hail storm in 2013, Master Roofing and every other roofing company was incredibly busy The contract was signed 10-21-and the sales person said it would be installed within 2-weeks This did not happen but we did try to install it the week of Thanksgiving but it snowed and Mr [redacted] asked that we not do it because of the snow Customer asked that we wait until the Spring of 2014, which is very normal The contract stated black drip edge and white was sent out and installed in error at a much later date The sales person did go out and painted it black per contract On the permit issue, the permit was pulled after the job was done on 10-27- The inspection was done on 10-30-and passed Sometimes permits do get overlooked in a very busy hail season and we do pull them late and the city still inspects and the jobs are still passed Mr [redacted] has stated that he knows of other homeowners that we did not permits on We have no knowledge of this but would be happy to review these jobs In August, 2015, I contacted Mr [redacted] to introduce myself as the new sales person for his job and to find out what had not been completed, correct it and get paid That is when Mr [redacted] became very verbal and explained to me what the issues were with the job He said he had no proof of a permit and inspection I told him that I would call the City of [redacted] immediately and would call him right back He said "I will believe that when it happens" as he had been mislead by the previous sales person I called him back immediately and the call went directly to his voice mail, which was full so I could not leave a message I tried the remainder of the day many times but was unable to leave a message due to his voice mail being full The next day, I tried again and was finally able to leave a message stating that I had all the paperwork from the City of [redacted] I never received a return call for at least a week I finally decided to go to his place of employment to discuss with him There were other employees, no other customers I introduced myself and handed him copies of the permit that showed that the job had passed inspection and also handed him an invoice This is when Mr [redacted] became hostile towards me, in front of the other employees One of his employees who was standing to the right of me stated that I should have probably taken Mr [redacted] off to the side to discuss this I said agreed that I should have done this Mr [redacted] continued to be very verbal, loud and used profanity He walked to the coffee machine while I stood there very calm He walked back to me and got in my face and pointed and pushed on my chest with his pointer finger and one of his employees told Mr [redacted] to calm down I left the store and I did say that I will send the roofing crew to tear the roof off of your house, out of spite Then Mr [redacted] stated in his complaint that he had contacted the police to tell us to back off We have never received any call from the police We have never threatened his wife, as he states I have for the last months, sent him an updated invoice with interest and late fees which equals approximately $4,in additional charges The original invoice was $7,plus now includes late fees and interest So again, Master Roofing Colorado is very sorry for all the miscommunication and delay in the job Since I have taken over the job, I have done everything that Mr [redacted] has asked to show that the roof passed inspection to get paid per his original complaint We are asking to be paid immediately I will waive all interest fees and late charges if Mr [redacted] pays the $7,in full immediately If we do not come to this agreement, we will take him to court The invoice cost plus interest and late fees and attorney's fees will be charged to MrStrickez Sincerely, Bill T***, Master Roofing Colorado

This is my second experience in doing business with Masters Roofing In this most recently experience beginning with day we received the absolute best from Nathan H [redacted] His attention to detail is second to none The roofing crew took extra steps in protecting the surrounding areas to minimize and control the debris Workmanship was absolutely excellent Final inspection by their project manager was spot on and extremely professional Without question we recommended Masters Roofing to anyone wanting piece of mind that all the concerns will be address honestly and professionally

I had the absolute BEST experience with Masters Roofing! Everyone was very professional, from the person who handled all the paperwork (Barry R***) to the crew who replaced the roofI would highly recommend this company, and have already to several peopleA+++ The roof looks beautiful and I'm more than pleased

Masters Roofing put a new roof on our house (complete tear off)They were professional and they did a great jobThey did everything they said they would and offered a fair priceI would recommend them

Once the job started they finished expeditiously

I hired Masters Roofing in October of to replace the roof on my Southwind home they worked with my insurance company to insure total payment for the job less my deductable
The replacement was accomplished in one day They were prepared and highly professional and their supervision insured that the job was kept on time and the work was handled with a minimum of interruption The final product was exactly as promised and the cleanup after the completion left my property in a cleaner shape than when they started I would recommend Masters Roofing to any individual preparing to replace their roof They wont regret the decision

Complaint:
I am rejecting this response because:We have proof of Master's Roofing's response not being true First off, the employees that are spoken of can vouch that this was not a 'calm' encounter on behalf of Master's Roofing It was unprofessional at best Additionally, we have screen shots and evidence from Verizon Wireless of the late night text messages that were sent on behalf of Master's Roofing These were both unprofessional and did mention my wife Also, I have proof from the *** Police Department that they did attempt to make phone calls on this very night (and left a voice message) asking that we (the *** family) be left alone and not harassed anymore Your response, in no way, addresses our initial complaint We have been harassed by your company on more than one occasion, and you absolutely refuse to take any responsibility for thisAnd last, your professionalism continues to astound me Our last name is spelled *** This is on your invoice and is also spelled correctly on this complaint Please spell it correctly in the future.
Regards,
*** ***

One of my neighbors had their roof done by master roofing and I was impress it really look good and they were in and out in one day.So I call them to come out Barry at master roofing was our sales Rep he was very helpful in everyway from start to finish I would highly recommend this company easy to work with

Recently had our roof replaced by Masters Roofing and cannot express how pleased we were with their work They help walk us thru the process of paperwork which we needed to do I was concerned about my landscaping during the process but was pleasantly surprised not one shrub or my koi pond was affected The workers were very professional and did an excellent job in cleaning up
David and Linda B***
Bartlett, Tn

Masters Roofing did a great job from start to finish getting my damaged roof shingles replaced following wind/hail damageSaw their work in my Collierville neighborhood, so I decided to I've them a callThey called me back with an hour and had someone come out that day for an initial "look-see" I called my insurance company, filed the claim, and they were onsite when the insurance claim inspector was here and everything was professionally expedited
Without hesitation, I would recommend them

We love our new GAF weathered wood roof and could not be any happier My husband said it even looks better than our neighbors done by somebody else Bill B*** our rep was very professional and informative from the first day Since my husband was working he was able to explain what I needed to tell him when he got home what we needed to do We are so thankful that Bill did the walk through with the flashlight inspecting the ceilings and walls We ended up having some water damage inside the house that we did not even know about Bill even met with us on a Saturday Morning and went over what we needed to tell the MetLife Insurance adjuster when he called us back Bill was even able to meet the adjuster here at the house when he came to do his walk through The roofers were here by 6am on a Saturday morning to put the new roof on and got old one taken off and new one on in day Within the next weeks we had all the painting inside house and garage completed Your company has always been so helpful with any questions that I had during this processWe have already recommended Masters Roofing to our next door neighbor and any one else we hear that are needing a new roof

Masters Roofing installed a roof at my home recently and, from start to finish, they were incredibly professional and the work was of the highest quality Barry R*** [901-***] originally met with me and explained various options He also worked with my insurance company and went above and beyond what many representatives in today's world offer The actual roofers were at my home at 6:a.mand completely finished by 1:p.m I've since searched and searched my property for an errant nail but none have been found as they meticulously clean your property before leaving! I highly recommend Masters Roofing and am so glad I chose them above all the others!

I am pleased with the services I received from Masters RoofingI love my new roofSalesperson Pat was very thorough and didn't mind meeting with me at my home, or answering my phone calls for any questions or concerns

Love my new roof!

I had a very good relationship with this companyThey were very responsive to my requests.They were prompt in delivery of materials and very courteous in installing my new roofThey did a very job of removing all debris from my propertyWill highly recommend them to other customers.Thanks for a job well done

We used Masters Roofing to replace our entire roof after storm damage From the estimate to working with our insurance company, Masters was up front and honest about every part of the experienceThey also repaired siding and sanded and painted the interior of our home We've already recommended Masters to friends, and plan to continue to do so

Amazing from start to finish and even worked with the insurance companyBill took great care of us!
Cleaned up well and took only a day to completeThose guys worked so hard in degrees, a hot day in Memphis!
Thanks again MR!

I absolutely love the customer service that I received from Masters Roofing! I worked with Bill B*** and he was awesome! He handled my claim from start to finishHe made sure that I was not taken advantage by the insurance companyI was so please with the level of service I received from this company