I have personally attempted to satisfy the multiple complaints that Mrs.[redacted] has brought to our attention thru out the past 15 months. After visiting with Mrs [redacted] we have found that her complaints are due to poor home maintenance and not from roofing work performed on her home. ...
One past complaint was that areas of soffit and fascia were falling off the home due to wind/water damage and she feels since we were her roofing contractor that this is our responsibility to repair as part of our warranty which is not the case. Later we found multiple areas of rotten/ water logged wood on front entry hand railing and we were told that our company damaged this railing many months after the work performed? Another incident the complainant stated we broke her garden lights and the lights no longer worked properly and would like the set of lights replaced.We felt that her complaint was valid and we replaced the $300 lights. Upon removal of the old lighting set it was found that light could not of possibly worked for a long span of time due to the excessive corrosion and multiple units that were missing the grounding circuits. Upon reviewing the latest complaint I have attempted to explain to the homeowner that she has dry rotten 16 year plastic leaf guards that is made of a poor quality material and is not a product that is made to last indefinitely. I offered a permanent quality solution which was denied and also advised the homeowner to contact a few different reputable guttering professional in the area who could offer a wider selection of quality leafs guards. The complainant would like new leaf guards to be installed at no additional cost and we do not see this as a viable business solution for a problem we are not directly or indirectly responsible for after respectfully addressing many other problems that were not possibly caused by the roof installation.Sincerely[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am addressing each paragraph from Mr. Lukehart below:1. This is not true. I invite anyone to come to my home and see how well it is maintained.2. There were 2 pieces of siding below the roof dormers that had fallen down after the roof work was completed. I plainly told Mr. Lukehart that I was not sure if it were a direct result of his men putting on the roof, but I felt like all the banging while installing the roof probably knocked the siding loose. I simply asked him if he would mind looking at this when he came out to put my gutter guard back on that had blown off in the front yard.3. The right top hand rail going up my front porch steps had one place on it where the wood was soft – I had planned to replace this section in the spring even though I had painted over it and it was not visible. However, when his men threw the old shingles off the roof, they knocked a hole in it and made it clearly an eyesore. I pointed this out to them, but I told Mr. Lukehart that I was going to replace it anyway in the Spring so he did not have to worry about it – not sure in his rebuttal where he said I told him many months after the work was performed – he knows this is not the truth. I pointed it out when we did the inspection before he was paid for the job.4. I told Mr. Lukehart that my yard lights quit working during the roofing process. He sent one of his men (who he called his electrician) out to look at them. My neighbor saw him pull the wire out of the ground disconnecting it, then put it back in the ground and cover it up with mulch to hide that he had even been to my house. I knew when I got home that afternoon that someone had been, as there was dirt on my sidewalk and the mulch was messed up. I asked my neighbor if she saw anyone at my house that day and that is when my neighbor told me what she saw. When I uncovered the wire in the mulch, the light was completely disconnected. That is why Mr. Lukehart volunteered to replace the lighting – he knew his electrician had done this. By the way, the lights he replaced them with were not $300 – I priced them at [redacted]. Also my wire was not corroding, like he said it was. His electrician, when replacing the lights, hooked them up incorrectly and blew my transformer and I had to pay $150 for a new transformer and $120 labor. I did not even address this with Mr. Lukehart because at this point I just wanted it to be over. 5. I have all my gutter guards on my house that have been there for 16 years. They are plastic and they have not dry rotted as Mr. Lukehart stated. If so, how could he have put them back on my house? My problem was not with the gutter guards or their quality – my problem was with the haphazard way his men put them back on my gutters. Some were jutting out beyond my gutters, some had spaces where they did not meet, and they left the gutter guards above the downspouts completely off in some places. 6. Mr. Lukehart told me he would replace the gutter guards at my cost for the gutter guards but labor free – I have proof of this in his texts to me – repeatedly – he promised this because he knew that his men had not put them back on properly. However, Mr. Lukehart is the one who has drawn this whole process out over the past 15 months by repeatedly telling me he is coming to fix a problem or coming to look at a problem and then I don’t hear from him for months until I text him back. As far as addressing other problems – all problems that I called attention to were a direct result of his roofers throwing shingles off the roof and damaging my house and property – I have pictures and I can prove this!Regards,
[redacted]
I have personally attempted to satisfy the multiple complaints that Mrs.[redacted] has brought to our attention thru out the past 15 months. After visiting with Mrs [redacted] we have found that her complaints are due to poor home maintenance and not from roofing work performed on her home. ...
One past complaint was that areas of soffit and fascia were falling off the home due to wind/water damage and she feels since we were her roofing contractor that this is our responsibility to repair as part of our warranty which is not the case. Later we found multiple areas of rotten/ water logged wood on front entry hand railing and we were told that our company damaged this railing many months after the work performed? Another incident the complainant stated we broke her garden lights and the lights no longer worked properly and would like the set of lights replaced.We felt that her complaint was valid and we replaced the $300 lights. Upon removal of the old lighting set it was found that light could not of possibly worked for a long span of time due to the excessive corrosion and multiple units that were missing the grounding circuits. Upon reviewing the latest complaint I have attempted to explain to the homeowner that she has dry rotten 16 year plastic leaf guards that is made of a poor quality material and is not a product that is made to last indefinitely. I offered a permanent quality solution which was denied and also advised the homeowner to contact a few different reputable guttering professional in the area who could offer a wider selection of quality leafs guards. The complainant would like new leaf guards to be installed at no additional cost and we do not see this as a viable business solution for a problem we are not directly or indirectly responsible for after respectfully addressing many other problems that were not possibly caused by the roof installation.Sincerely[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am addressing each paragraph from Mr. Lukehart below:1. This is not true. I invite anyone to come to my home and see how well it is maintained.2. There were 2 pieces of siding below the roof dormers that had fallen down after the roof work was completed. I plainly told Mr. Lukehart that I was not sure if it were a direct result of his men putting on the roof, but I felt like all the banging while installing the roof probably knocked the siding loose. I simply asked him if he would mind looking at this when he came out to put my gutter guard back on that had blown off in the front yard.3. The right top hand rail going up my front porch steps had one place on it where the wood was soft – I had planned to replace this section in the spring even though I had painted over it and it was not visible. However, when his men threw the old shingles off the roof, they knocked a hole in it and made it clearly an eyesore. I pointed this out to them, but I told Mr. Lukehart that I was going to replace it anyway in the Spring so he did not have to worry about it – not sure in his rebuttal where he said I told him many months after the work was performed – he knows this is not the truth. I pointed it out when we did the inspection before he was paid for the job.4. I told Mr. Lukehart that my yard lights quit working during the roofing process. He sent one of his men (who he called his electrician) out to look at them. My neighbor saw him pull the wire out of the ground disconnecting it, then put it back in the ground and cover it up with mulch to hide that he had even been to my house. I knew when I got home that afternoon that someone had been, as there was dirt on my sidewalk and the mulch was messed up. I asked my neighbor if she saw anyone at my house that day and that is when my neighbor told me what she saw. When I uncovered the wire in the mulch, the light was completely disconnected. That is why Mr. Lukehart volunteered to replace the lighting – he knew his electrician had done this. By the way, the lights he replaced them with were not $300 – I priced them at [redacted]. Also my wire was not corroding, like he said it was. His electrician, when replacing the lights, hooked them up incorrectly and blew my transformer and I had to pay $150 for a new transformer and $120 labor. I did not even address this with Mr. Lukehart because at this point I just wanted it to be over. 5. I have all my gutter guards on my house that have been there for 16 years. They are plastic and they have not dry rotted as Mr. Lukehart stated. If so, how could he have put them back on my house? My problem was not with the gutter guards or their quality – my problem was with the haphazard way his men put them back on my gutters. Some were jutting out beyond my gutters, some had spaces where they did not meet, and they left the gutter guards above the downspouts completely off in some places. 6. Mr. Lukehart told me he would replace the gutter guards at my cost for the gutter guards but labor free – I have proof of this in his texts to me – repeatedly – he promised this because he knew that his men had not put them back on properly. However, Mr. Lukehart is the one who has drawn this whole process out over the past 15 months by repeatedly telling me he is coming to fix a problem or coming to look at a problem and then I don’t hear from him for months until I text him back. As far as addressing other problems – all problems that I called attention to were a direct result of his roofers throwing shingles off the roof and damaging my house and property – I have pictures and I can prove this!Regards,
[redacted]