MN Superior Exteriors

Initial Business Response / [redacted] (1000, 14, 2014/08/07) */ I apologize for the lateness of this responseI did respond to Ms [redacted] in June with a visit to the houseNo one was home but upon inspection it was observed that the chimney had been "black jacked" or sealed in several areas and I suspect the chimney itself was absorbing moisture from the many days of rainfall and that is why the moisture only showed up during that time frameA sealing of the exposed chimney would be a possible remedy of having this problem in the future Initial Consumer Rebuttal / [redacted] (3000, 16, 2014/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had a chimney company come out and look at my chimney and they said all is ok with itI had another roofing company come out and they repaired my roof saying the top venting piece was done improperlyI'd like to be reimbursed for the cost of that repair Final Business Response / [redacted] (4000, 34, 2014/11/03) */ Attached please find photos that include the chimney from both sidesIt is clear in the photos the chimney has ice and water shield, step flashing and counter flashing cut in to the brickIt is also apparent that there are at least three large cracks on each side of the concrete chimney cap that have been caulked priorWhen I investigated this leak back in June I noticed caulk on the sides of the chimney now as wellIn two years of freeze thaw cycles it is possible that the cracks in the chimney may have opened up or the caulk failedIt is interesting that the leak didn't start until one of the wettest Junes on record and after several days of soaking rain Final Consumer Response / [redacted] (3000, 36, 2014/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The last communication was send the repair bill and they would pay itNow, they are going back to square one with itI reported the leak in April, not JuneYes, I tried caulking everywhere before then to see if that was the causeWhen it still happened, I had another roof company come out and inspect it, thus the repair they madeI also had a chimney company come out and they said nothing was wrong with the chimneyPlease just pay for the faulty work you did

This was part of a competitive bid project with third party oversight. There is specific contract language regarding dispute resolution. This was originally an almost $24,project that was reduced to just over $19,000. One of the major cost savings was to change the originally
specified concrete to asphalt. It was specifically discussed in the pre-construction meeting that due to the landscape rocks on the sides of the path and the size of the path that machine work would not be an option. Due to the funding nature of the project there is very limited information that can be discussed on this type of forum and thus I must refer the owner to the original contract. That being said, I understand the seal coating had some color discrepancies and I can offer to apply another seal coat, but beyond that I can not disclose any additional information in this setting.Sincerely,Troy D***President

Initial Business Response /* (1000, 5, 2014/08/07) */
There has been much miscommunication between myself and Mr& Mrs*** and I believe there still isThe roof was installed late in the season last year and the weather did not permit us to install the step flashing and valley flashing
without causing more harm than goodThe roof did however perform well throughout and has had no problems that I'm aware ofI did meet with the ***s personally to discuss finishing optionsI received a text message from Mr*** on July 21st authorizing us to finish and would like to do soThe contract is for almost $7500, the valley flashing was $and the flat roof portion that has nothing to do with the repairs is almost $so I don't think $is fair for what has been done and we have no problem with installing the step flashing and new valley flashingI would like nothing more than for the ***s to be satisfied customers
Initial Consumer Rebuttal /* (3000, 7, 2014/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Since *** came out to our house in June of there has been no further attempts to communicate with us even though we have called, texted, and stopped by his office in personIt is true that *** texted *** on July 21st asking for the work to replace our roof to be scheduledWe did not and have not received any response back from *** from that text, now almost three weeks after the factTo us this is unacceptable, especially considering it is in regards to work that began last seasonThis work should have been first on his priorities to finish once spring came again, yet there was never any follinitiated by ***We stopped by in person at the end of the week of July 21st after not receiving any response from the aforementioned textAt that time we left a note with ***'s secretary asking for a date to have the work completed as requested or we would have to contact the Revdex.com the following weekAgain, no responseThis has been the case since the work was done in November of After several attempts to contact *** via many phone messages and in person stops to his office with no responses, *** emailed him this on April 25, 2014, "Hi *** I have left you several messages this spring and stopped by your St Paul office today and really want to get my roof properly repaired and re inspectedWhen we left off last the inspector came out and would not pass the roofing job or sign off on the permit because there was not any step flashing installedI would like to talk with you before you begin the repair if that is your planMy roof lines are narrow and to install step flashing now would mean lifting and creating hundreds of holes in the shinglesI believe to get the job that I am paying for I want those shingles removed, flashing installed and new shingles put on, especially with my narrow roof linesThe inspector also would like better photos showing the work
I remember both you and I regretting that we were not around when the work was performed and I personally feel that my roof was pushed through and done by a person who was not looking out for building code of step flashing, new valley flashing or the ridge vent
I have the original detailed estimate you gave me that matches the price you gave me and it shows that much of the work was not performed
There are several options I am thinking about, if you want to release me from this contract I would not be offended I could contract out the work to another builderOr we could just properly repair what was not doneI do like working with you and feel that we can get through this repair
Please call me at ***-***-***
Thank you,
*** ***"
This email went unansweredThere has been no attempt from *** to finish the work on our roof, no attempts to contact us, and it has continuously been left to us to try to get our roof completedThe sheer fact that it is August, well into the roofing season, and our roof is not completed is proof of the situationWe are not wanting the shingles to be pulled up and the flashing installed under it and nailed down againWe are wanting the current roof to be completely torn off, better pictures to be taken for the inspector of proof of the ice shield installation, the proper step flashing installed, and new shingles that have not been torn up and re-nailed down put on as our original contract statesIn regards to the amount owed on the account, I do not agree that MN Superior Exteriors should get their full amount due largely to the fact that this has been an ongoing, time-consuming, frustrating, unprofessional and incomplete projectWe would prefer to work with a different company based on the lack of response and extreme delay of finishing this project which has led to a complete distrust in MN Superior Exterior's workWe are desperately trying to get the new roof we signed a contract for completedWe are willing to get our phone records to show how many times we attempted to contact *** in the past months if that would be helpfulThank you for your help and attention to this matter
Final Consumer Response /* (3000, 11, 2014/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We would like in writing that the current shingles will be completely torn off and replaced, the flashing that was not installed to be completed and a date by which this work will be finished
Final Business Response /* (4000, 27, 2014/10/29) */
We've attempted to install the step flashing on two occasions and not been allowed to by the customerThe pictures are not an issue as they are perfectly clear on the computer, not so much on printed matterWe would like to complete this project as soon as possibleWe have families and obligations as wellOffers to complete the required repairs have been rejected and without the opportunity to remedy, it will have to be assumed that the customer is satisfied and doesn't have justification for non-paymentLegal action may be our only remedy for the unjust enrichment

Initial Business Response /* (1000, 5, 2014/11/19) */
This customer has been given a deadline to pay or face legal actionThe customer owes over $8,for the project and asked for a 100% discount on the flat roof portionThe shingles that are being referred to are on the rake edge and were
very minor (didn't even require a knife) straightening to the edge only and are readily visible from the groundThe flat roof was ordered in one piece and transitions to three different elevations and per manufacturers instructions we must install the appropriate outside corners at these transitions which requires welding on manufacturer provided outside cornersThe product is also vented and obviously the material is not produced with a vent protruding from it, so the hole is made for the vent and it is welded in placeI never describe a flat roof as looking great, as looks are an extremely relative thing, it does however perform great, especially in our harsh climate
There was a meeting and it was agreed at the meeting that we would be paid once the repairs were madeThe repairs were made more than a week ago and still no payment
Initial Consumer Rebuttal /* (3000, 7, 2014/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** called us on Monday Nov17th and asked for paymentWe responded to this request by e-mailHere is what that e-mail said:
***,
*** and I are quite frustrated by you're companies service and execution of our roofing project
When you quoted this project, we were told you were a very professional company that understood what it took to get it rightWe were also told the flat roof would be a one piece membrane that we would feel was much better than the roof material currently usedBased on your glowing endorsement, we decided to accept the new style, even though it was more expensive than alternativesWe expected a nice looking one piece membraneWe got none of the above
You admitted during the final meeting that you mis-measured the requirements and had to piece together sections in order to fully cover the roofAdditionally, there is significant wrinkling that quite frankly looks terrible
Every step of the process has been a frustrationWe have continually met with project delays (originally said it would be done by 'June for sure'), unanswered phone calls (the final one involved calling *** from Greater Metropolitan Housing Corpto help set up a meeting), rework and fixes (added roof vent after shingling complete, straighten shingle cuts), and frustrating lack of respect for our property (using our wood to 'block' trailer wheels without asking - not even replacing it where it was found, tossing metal junk into the grass, and continued Sunday morning visits after we complained about it)
During the meeting, when we brought up the frustrations, we were met basically with a smirkWe didn't know what we were talking aboutNot even an apology
You called / emailed us asking to set up a meeting for final paymentWe'd like to work with you on this, but don't feel like we should be paying full price as if we got what we expected
You are more than welcome to come out and pick up a check, but we'd like to deduct the cost of the membrane from the payment ($1905)We also noticed that the pictures of the underlayment do not show the areas where leaks had been occurring (which was the original problem in the first place)We assume this was an oversight on your part and we would like these provided, as well
Sincerely,
***
His response was:
*** and ***,
I can only apologize for your frustration, however I disagree with some of your analysisThe roofing was not mis-measured, the roof is built out of square, I did not charge you extra for this, but as you know because of this it required additional labor to complete your projectThe material was ordered in a one piece membrane for your roof and with the necessary welding Duro-Last considers this monolithic as the welds are stronger and do not become the structural weak point in the materialWith changes in dimension planes, it would be impossible to install your flat roof with no welding and that was never the intentSmall wrinkles also happen whenever a third dimension is added to the installationThe pictures of the underlayment were intended for the city and were provided to them via email for the inspection, I left a copy with you as well
The shingles in the lower portion of the valley on the east side were done the way they are to minimize the chance of leakage in that valleyIt was done in one piece across the valley near the bottom to keep fasteners at the far edges away from the middleOrlando could tell there had been a problem there before and wanted to avoid that same problem reappearing
I cannot accept a $reduction in the price, as you know the materials are a real cost and so is the laborAlso no warranties can be provided until paid in fullWe are rapidly approaching the end of the day interest accrual grace period and I would like to avoid this as well as any other legal costs associated with collection
Sincerely,
***
We responded in return:
***,
It appears that your position is 'I've performed excellently and should be paid accordingly.' Is this correct? You mention disagreeing with some of our analysis, but is there nothing that was mishandled, miscommunicated or done poorly? The roof looks crappy, but that's what we should have expected? The use of our wood, the junk left in the yard, all according to plan?
Stating that you never planned on having the flat roof be one membrane is hard to fathom and is a contradiction to what we heard at the meeting with ***As the contractor, you are responsible to make sure you have all the facts including the dimensions of the project, so to say we are lucky you didn't charge us more is insulting
We have also talked to *** at Dura-last and shown him pictures, so we know that the wrinkles are not a result of a third dimensionWe have also hired someone recommended by *** to inspect the roof and he made particular note of the wrinkles as well as the fact that that the material was ordered short and an on site seam added along the west side of the roof where there was no dimensional changes
The pictures you provided to the building inspector may satisfy the D rating required by the city, but he said that we have every right to demand a complete set of pictures, especially the ones that show the areas that were leaking and caused us to need a new roof
We would like to work with you to resolve this issue, instead of resorting to legal action or filing a formal complaint with the Attorney Generals office
His final response:
***,
We expect to be paid like you agreed at the meeting with ***, once the repairs were made, and they have beenNow you suggest that your flat roof is of no valueI'm sorry that a piece of firewood laying next to your dumpster was used for a temporary tire chock without your permission and the inadvertent loss of the roof anchor in the leavesWe are all human and make mistakes, I would think you would be able to understand this, haven't you ever misplaced something?
Your chronology of events and your approach have lead me to believe you are attempting to "get something for nothing" which I do not tolerate well and will proceed with any and all legal remedies at our disposal if not paid by the end of this weekYou should note in your agreement that you agreed to be responsible for legal fees associated with collection
Sincerely,
***
We picked the number $because that is the cost of the membrane, and is broken out on the estimateWe have no way of telling what labor costs are involved
We do not agree with paying full price for a product that we feel was misrepresented to us and that does not add to the value of the house and in fact may detract from itMaybe we are reading his responses wrong, but to us, he knows that the roof looks bad and doesn't careImplied in a professional contract, is that the work will be done in a professional matter, this roof does not reflect thatAs the e-mails reflect, we were so concerned about the work that we sent pictures to the Dura-last sales repto see if the warranty would even be honored by Dura-lastHe even said in an e-mail to us that the wrinkles did not look goodSince the manufacturer doesn't send inspectors to residents he referred us to a person that use to be an inspector for themWe had to pay this person to come and look over the roofIn his findings, again the wrinkles looked bad and the membrane appeared to be short on one side and an additional piece was added
We have only focused on the flat roof (and let smaller issues slide) because it makes me want to cry every time I see it
Final Consumer Response /* (3000, 11, 2014/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our complaint is about not being fully informed about the way in which the roof would be installed and its final appearanceHad we been informed that there would be holes cut in the material and then patches placed over the holes, that where the three angles meet there would be three patches used, along with the roof vent, we would not have chosen this materialAdd to that, the wrinkles and the fact that the membrane was ordered in one piece (like we were promised and were billed for) and for whatever reason was cut and welded hereWe know how the roof looks and appearance is important and should not be ignored no matter what "extra ordinary measures" you believe are needed to see itWe have never disputed the fact it was installed per manufacture's specification and we paid a third party to verify thisWhat we believe, is that we should not have to pay full price for a product that was not delivered as promised or billed for and it looks like a repaired roof not a new one
*** refers to a meeting we had, here is a copy of the complaints we had:
List of issues concerning our contract:
Customer Service/respect
aSharp sheet metal left in dog kennel
bConcrete left in decorative rock
cExplained importance of respecting our property
dUsed wood to block two trailers (wheels)Our wood (never asked), didn't return, but left in yard
eRan over metal 'bracket' with lawn mower because it was left in the yard
fVery difficult to get a call back regarding our concernsFelt we needed to get *** from GMHC involved to set up a meeting to discuss our concerns
gWere told it would be a one piece membrane on flat roofNever told about manufacturer's seams or patches (we never would have purchased if we had known about the patches)
hWas told process would take one to two daysTook over four and were never told 'job is complete'
iRoofer coming on a Sunday to climb on roof to find stove fan vent and put one in
jShingles were left over (including open bundle)Were never offered them (even when we left a message asking for them)
kNever given a copy of 'Performance Guidelines' required by MN Department of Labor
lWarranty information not provided on shingles or flat roof (Dura-last)
Quality
aBuilding Permit
iNot given copies of 'underlayment inspection or pictures of underlayment' per requirements
bFlat roof
iNot given the option to replace board at garage (large gap)
iiFlat roof full of wrinkles (doesn't look like a new roof, more like it needs to be replaced)
iiiNon-manufactured seam added, but we were told only manufactured seams when we asked about it (except near added vent)
ivTrim on flat roof (east side), gap in trim
cShingled roof
iPlastics strips streaming from multiple locations on the roof
iiValley singles are multiple layers thickCut off center (is it even over metal flashing
iiiEdge lines are not straight (extremely crooked on outside back edge of garage)
ivAngle on shingles above the doorway look strange (no ladder to investigate)
vBehind the electrical pole on back of house, shingles look open
Requested action items
aPermit requirements regarding underlayment provided to us
bProvide a copy of 'Performance Guidelines'
cClean up plastic strips and improve edge lines
dFix gap behind the power line pole
eProvide additional replacement shingles
fInvestigate angle on shingles above doorway
gHave all seams rechecked on flat roof
hInvestigate possible standing water on flat roof
iProvide warranty information for shingles and flat roof
We tried to get the Attorney General's Office involved and found out they really have no power to resolve an issue and *** had no intention of working with themHe e-mailed me a copy of the invoice showing that he had, in fact, purchased the membrane in one piece
Another e-mail from ***:
***,
I received a call last week from *** from the Attorney General's office asking us to hold off on legal action until I received your complaint from themI received that today and thought it only fair that you should receive a copy of my responseIf you can't or won't pay, it would be nice to know sooner rather than laterFinance charges are just over $per day and we're currently at days past dueAlso if you don't want *** Sfrom HRC to be an uninterested third party opinion; I am prepared to contact the city to see if someone in their office would be willing to come out to the house, inspect and provide an opinionLet me know
I've also included the Duro-Last order showing that your membrane was ordered in one roll and we ordered outside corners for the transition areas
Thank you,
***
We responded;
***,
We talked to *** yesterday and she is sending you out a letter saying that to resolve this matter, we would be willing to split the cost of the membrane, since it was not as describedA check in the amount of $ will be at ***'s work (just off County Road D and Silver Lake Road) Thursday 12/or Friday 12/for pick upLet me know what time you will be picking it up and please bring the warranty papers for both roof and the lien waiver
We want to get this resolved to both our satisfaction,
***
After this, went unanswered we decided to call him, at which time he informed me that he would refuse to give me the warranty for the shingled part of the roof if I withheld even a penny of the amountI e-mailed him this response to our conversation:
***,
I want to let you know that I think this is blackmailRefusing to give us the warranty on the shingles unless we pay the full price for the flat roofI hope this roof holds up because like you said "You would like us to lose your number", well we feel the same way
We could no longer deal with all the stress of his threats to sue usHe picked up a check for the total amount due on Friday
Here is our last e-mail from ***:
***,
This is to confirm our conversation earlier, that I will be meeting with *** today at 4:to pick up payment of $8,in exchange for a bundle of shingles and the manufacturer's warranty on the Duro-Last Roof; manufacturer's warranty from Atlas will follow via emailA lien waiver will be provided as well
Thank you,
***
I hope he will keep his word about the Atlas warrantyWe called the Atlas Rep and he said he would help us if it wasn't provided by ***
In closing: Put everything in writing, even things you think are a given like, straight edges on the singles and that they would treat your property with respectMake them give you signed pictures showing what the finished project would look like completed and list it in the contractHave a separate contract for each product used, our Atlas shingles has a paid in full clause so if you have a dispute about another part of the project, they can use the warranty on the part you are ok with as a blackmail tool to force you to pay for the bad parts as wellBelieve nothing that is verbal, and get everything in writing no matter how small and petty it seemsIf the finished product is important to you all it has to do is meets the minimum code and manufacturer specs, if you want it to look good, know that the only recourse you truly have is to go to a court of law and sue the contractor
Final Business Response /* (4000, 13, 2014/12/11) */
In our years of business we have made every effort to satisfy each and every one of our thousands of customersWe are however, not naive enough to believe that each and every one has the same level of desire to reach satisfactionThis customer would somehow be satisfied with a $discount from the contracted price but not at the original agreementShe now claims to not understand the installation of the flat roof, but yet told me that she had had ample time to investigate the product on the manufacturer's website which includes photos of the product and its installationAs for respecting their property, I believe our company and employees treated it with more respect during our brief time working on it than what the homeowner has been doing for yearsI spent years serving in the United States Navy and know a thing or two about respect and I wouldn't hire or associate with people who don't convey a high level of respect as wellI like to help people, I don't think you can be in this line of work successfully if you don'tThat's one of the reasons I accepted this customer as she had had several other contractors that she had failed to get a response fromI wish them well and rest assured will keep my word with regards to the Atlas warranty

Initial Business Response /* (1000, 5, 2014/11/19) */
This customer has been given a deadline to pay or face legal action. The customer owes over $8,000 for the project and asked for a 100% discount on the flat roof portion. The shingles that are being referred to are on the rake edge and...

were very minor (didn't even require a knife) straightening to the edge only and are readily visible from the ground. The flat roof was ordered in one piece and transitions to three different elevations and per manufacturers instructions we must install the appropriate outside corners at these transitions which requires welding on manufacturer provided outside corners. The product is also vented and obviously the material is not produced with a vent protruding from it, so the hole is made for the vent and it is welded in place. I never describe a flat roof as looking great, as looks are an extremely relative thing, it does however perform great, especially in our harsh climate.
There was a meeting and it was agreed at the meeting that we would be paid once the repairs were made. The repairs were made more than a week ago and still no payment.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] called us on Monday Nov. 17th and asked for payment. We responded to this request by e-mail. Here is what that e-mail said:
[redacted],
[redacted] and I are quite frustrated by you're companies service and execution of our roofing project.
When you quoted this project, we were told you were a very professional company that understood what it took to get it right. We were also told the flat roof would be a one piece membrane that we would feel was much better than the roof material currently used. Based on your glowing endorsement, we decided to accept the new style, even though it was more expensive than alternatives. We expected a nice looking one piece membrane. We got none of the above.
You admitted during the final meeting that you mis-measured the requirements and had to piece together sections in order to fully cover the roof. Additionally, there is significant wrinkling that quite frankly looks terrible.
Every step of the process has been a frustration. We have continually met with project delays (originally said it would be done by 'June for sure'), unanswered phone calls (the final one involved calling [redacted] from Greater Metropolitan Housing Corp. to help set up a meeting), rework and fixes (added roof vent after shingling complete, straighten shingle cuts), and frustrating lack of respect for our property (using our wood to 'block' trailer wheels without asking - not even replacing it where it was found, tossing metal junk into the grass, and continued Sunday morning visits after we complained about it).
During the meeting, when we brought up the frustrations, we were met basically with a smirk. We didn't know what we were talking about. Not even an apology.
You called / emailed us asking to set up a meeting for final payment. We'd like to work with you on this, but don't feel like we should be paying full price as if we got what we expected.
You are more than welcome to come out and pick up a check, but we'd like to deduct the cost of the membrane from the payment ($1905). We also noticed that the pictures of the underlayment do not show the areas where leaks had been occurring (which was the original problem in the first place). We assume this was an oversight on your part and we would like these provided, as well.
Sincerely,
[redacted]
His response was:
[redacted] and [redacted],

I can only apologize for your frustration, however I disagree with some of your analysis. The roofing was not mis-measured, the roof is built out of square, I did not charge you extra for this, but as you know because of this it required additional labor to complete your project. The material was ordered in a one piece membrane for your roof and with the necessary welding Duro-Last considers this monolithic as the welds are stronger and do not become the structural weak point in the material. With changes in dimension planes, it would be impossible to install your flat roof with no welding and that was never the intent. Small wrinkles also happen whenever a third dimension is added to the installation. The pictures of the underlayment were intended for the city and were provided to them via email for the inspection, I left a copy with you as well.

The shingles in the lower portion of the valley on the east side were done the way they are to minimize the chance of leakage in that valley. It was done in one piece across the valley near the bottom to keep fasteners at the far edges away from the middle. Orlando could tell there had been a problem there before and wanted to avoid that same problem reappearing.

I cannot accept a $1905 reduction in the price, as you know the materials are a real cost and so is the labor. Also no warranties can be provided until paid in full. We are rapidly approaching the end of the 10 day interest accrual grace period and I would like to avoid this as well as any other legal costs associated with collection.

Sincerely,

[redacted]
We responded in return:
[redacted],
It appears that your position is 'I've performed excellently and should be paid accordingly.' Is this correct? You mention disagreeing with some of our analysis, but is there nothing that was mishandled, miscommunicated or done poorly? The roof looks crappy, but that's what we should have expected? The use of our wood, the junk left in the yard, all according to plan?
Stating that you never planned on having the flat roof be one membrane is hard to fathom and is a contradiction to what we heard at the meeting with [redacted]. As the contractor, you are responsible to make sure you have all the facts including the dimensions of the project, so to say we are lucky you didn't charge us more is insulting.
We have also talked to [redacted] at Dura-last and shown him pictures, so we know that the wrinkles are not a normal result of a third dimension. We have also hired someone recommended by [redacted] to inspect the roof and he made particular note of the wrinkles as well as the fact that that the material was ordered short and an on site seam added along the west side of the roof where there was no dimensional changes.
The pictures you provided to the building inspector may satisfy the D rating required by the city, but he said that we have every right to demand a complete set of pictures, especially the ones that show the areas that were leaking and caused us to need a new roof.
We would like to work with you to resolve this issue, instead of resorting to legal action or filing a formal complaint with the Attorney Generals office.
His final response:
[redacted],

We expect to be paid like you agreed at the meeting with [redacted], once the repairs were made, and they have been. Now you suggest that your flat roof is of no value. I'm sorry that a piece of firewood laying next to your dumpster was used for a temporary tire chock without your permission and the inadvertent loss of the roof anchor in the leaves. We are all human and make mistakes, I would think you would be able to understand this, haven't you ever misplaced something?

Your chronology of events and your approach have lead me to believe you are attempting to "get something for nothing" which I do not tolerate well and will proceed with any and all legal remedies at our disposal if not paid by the end of this week. You should note in your agreement that you agreed to be responsible for legal fees associated with collection.

Sincerely,

[redacted]
We picked the number $1905.00 because that is the cost of the membrane, and is broken out on the estimate. We have no way of telling what labor costs are involved.
We do not agree with paying full price for a product that we feel was misrepresented to us and that does not add to the value of the house and in fact may detract from it. Maybe we are reading his responses wrong, but to us, he knows that the roof looks bad and doesn't care. Implied in a professional contract, is that the work will be done in a professional matter, this roof does not reflect that. As the e-mails reflect, we were so concerned about the work that we sent 34 pictures to the Dura-last sales rep. to see if the warranty would even be honored by Dura-last. He even said in an e-mail to us that the wrinkles did not look good. Since the manufacturer doesn't send inspectors to residents he referred us to a person that use to be an inspector for them. We had to pay this person to come and look over the roof. In his findings, again the wrinkles looked bad and the membrane appeared to be short on one side and an additional piece was added.
We have only focused on the flat roof (and let smaller issues slide) because it makes me want to cry every time I see it.

Final Consumer Response /* (3000, 11, 2014/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our complaint is about not being fully informed about the way in which the roof would be installed and its final appearance. Had we been informed that there would be holes cut in the material and then patches placed over the holes, that where the three angles meet there would be three patches used, along with the roof vent, we would not have chosen this material. Add to that, the wrinkles and the fact that the membrane was ordered in one piece (like we were promised and were billed for) and for whatever reason was cut and welded here. We know how the roof looks and appearance is important and should not be ignored no matter what "extra ordinary measures" you believe are needed to see it. We have never disputed the fact it was installed per manufacture's specification and we paid a third party to verify this. What we believe, is that we should not have to pay full price for a product that was not delivered as promised or billed for and it looks like a repaired roof not a new one.
[redacted] refers to a meeting we had, here is a copy of the complaints we had:
List of issues concerning our contract:
1. Customer Service/respect
a. Sharp sheet metal left in dog kennel
b. Concrete left in decorative rock
c. Explained importance of respecting our property
d. Used wood to block two trailers (wheels). Our wood (never asked), didn't return, but left in yard.
e. Ran over metal 'bracket' with lawn mower because it was left in the yard.
f. Very difficult to get a call back regarding our concerns. Felt we needed to get [redacted] from GMHC involved to set up a meeting to discuss our concerns.
g. Were told it would be a one piece membrane on flat roof. Never told about manufacturer's seams or patches (we never would have purchased if we had known about the patches).
h. Was told process would take one to two days. Took over four and were never told 'job is complete'.
i. Roofer coming on a Sunday to climb on roof to find stove fan vent and put one in.
j. Shingles were left over (including open bundle). Were never offered them (even when we left a message asking for them).
k. Never given a copy of 'Performance Guidelines' required by MN Department of Labor.
l. Warranty information not provided on shingles or flat roof (Dura-last).
2. Quality
a. Building Permit
i. Not given copies of 'underlayment inspection or pictures of underlayment' per requirements.
b. Flat roof
i. Not given the option to replace board at garage (large gap).
ii. Flat roof full of wrinkles (doesn't look like a new roof, more like it needs to be replaced).
iii. Non-manufactured seam added, but we were told only manufactured seams when we asked about it (except near added vent).
iv. Trim on flat roof (east side), gap in trim.
c. Shingled roof
i. Plastics strips streaming from multiple locations on the roof.
ii. Valley singles are multiple layers thick. Cut off center (is it even over metal flashing.
iii. Edge lines are not straight (extremely crooked on outside back edge of garage).
iv. Angle on shingles above the doorway look strange (no ladder to investigate).
v. Behind the electrical pole on back of house, shingles look open.
3. Requested action items
a. Permit requirements regarding underlayment provided to us.
b. Provide a copy of 'Performance Guidelines'.
c. Clean up plastic strips and improve edge lines.
d. Fix gap behind the power line pole.
e. Provide additional replacement shingles.
f. Investigate angle on shingles above doorway.
g. Have all seams rechecked on flat roof.
h. Investigate possible standing water on flat roof.
i. Provide warranty information for shingles and flat roof.
We tried to get the Attorney General's Office involved and found out they really have no power to resolve an issue and [redacted] had no intention of working with them. He e-mailed me a copy of the invoice showing that he had, in fact, purchased the membrane in one piece.
Another e-mail from [redacted]:
[redacted],

I received a call last week from [redacted] from the Attorney General's office asking us to hold off on legal action until I received your complaint from them. I received that today and thought it only fair that you should receive a copy of my response. If you can't or won't pay, it would be nice to know sooner rather than later. Finance charges are just over $4 per day and we're currently at 14 days past due. Also if you don't want [redacted] S. from HRC to be an uninterested third party opinion; I am prepared to contact the city to see if someone in their office would be willing to come out to the house, inspect and provide an opinion. Let me know.

I've also included the Duro-Last order showing that your membrane was ordered in one roll and we ordered 4 outside corners for the transition areas.

Thank you,
[redacted]
We responded;
[redacted],
We talked to [redacted] yesterday and she is sending you out a letter saying that to resolve this matter, we would be willing to split the cost of the membrane, since it was not as described. A check in the amount of $ 7200.00 will be at [redacted]'s work (just off County Road D and Silver Lake Road) Thursday 12/4 or Friday 12/5 for pick up. Let me know what time you will be picking it up and please bring the warranty papers for both roof and the lien waiver.
We want to get this resolved to both our satisfaction,
[redacted]
After this, went unanswered we decided to call him, at which time he informed me that he would refuse to give me the warranty for the shingled part of the roof if I withheld even a penny of the amount. I e-mailed him this response to our conversation:
[redacted],
I want to let you know that I think this is blackmail. Refusing to give us the warranty on the shingles unless we pay the full price for the flat roof. I hope this roof holds up because like you said "You would like us to lose your number", well we feel the same way.
We could no longer deal with all the stress of his threats to sue us. He picked up a check for the total amount due on Friday.
Here is our last e-mail from [redacted]:
[redacted],

This is to confirm our conversation earlier, that I will be meeting with [redacted] today at 4:00 to pick up payment of $8,054.30 in exchange for a bundle of shingles and the manufacturer's warranty on the Duro-Last Roof; manufacturer's warranty from Atlas will follow via email. A lien waiver will be provided as well.

Thank you,
[redacted]
I hope he will keep his word about the Atlas warranty. We called the Atlas Rep and he said he would help us if it wasn't provided by [redacted].
In closing: Put everything in writing, even things you think are a given like, straight edges on the singles and that they would treat your property with respect. Make them give you signed pictures showing what the finished project would look like completed and list it in the contract. Have a separate contract for each product used, our Atlas shingles has a paid in full clause so if you have a dispute about another part of the project, they can use the warranty on the part you are ok with as a blackmail tool to force you to pay for the bad parts as well. Believe nothing that is verbal, and get everything in writing no matter how small and petty it seems. If the finished product is important to you all it has to do is meets the minimum code and manufacturer specs, if you want it to look good, know that the only recourse you truly have is to go to a court of law and sue the contractor.
Final Business Response /* (4000, 13, 2014/12/11) */
In our 15 years of business we have made every effort to satisfy each and every one of our thousands of customers. We are however, not naive enough to believe that each and every one has the same level of desire to reach satisfaction. This customer would somehow be satisfied with a $950 discount from the contracted price but not at the original agreement. She now claims to not understand the installation of the flat roof, but yet told me that she had had ample time to investigate the product on the manufacturer's website which includes photos of the product and its installation. As for respecting their property, I believe our company and employees treated it with more respect during our brief time working on it than what the homeowner has been doing for years. I spent 11 years serving in the United States Navy and know a thing or two about respect and I wouldn't hire or associate with people who don't convey a high level of respect as well. I like to help people, I don't think you can be in this line of work successfully if you don't. That's one of the reasons I accepted this customer as she had had several other contractors that she had failed to get a response from. I wish them well and rest assured will keep my word with regards to the Atlas warranty.

Initial Business Response /* (1000, 14, 2014/08/07) */
I apologize for the lateness of this response. I did respond to Ms. [redacted] in June with a visit to the house. No one was home but upon inspection it was observed that the chimney had been "black jacked" or sealed in several areas and I...

suspect the chimney itself was absorbing moisture from the many days of rainfall and that is why the moisture only showed up during that time frame. A sealing of the exposed chimney would be a possible remedy of having this problem in the future.
Initial Consumer Rebuttal /* (3000, 16, 2014/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had a chimney company come out and look at my chimney and they said all is ok with it. I had another roofing company come out and they repaired my roof saying the top venting piece was done improperly. I'd like to be reimbursed for the cost of that repair.
Final Business Response /* (4000, 34, 2014/11/03) */
Attached please find photos that include the chimney from both sides. It is clear in the photos the chimney has ice and water shield, step flashing and counter flashing cut in to the brick. It is also apparent that there are at least three large cracks on each side of the concrete chimney cap that have been caulked prior. When I investigated this leak back in June I noticed caulk on the sides of the chimney now as well. In two years of freeze thaw cycles it is possible that the cracks in the chimney may have opened up or the caulk failed. It is interesting that the leak didn't start until one of the wettest Junes on record and after several days of soaking rain.
Final Consumer Response /* (3000, 36, 2014/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The last communication was send the repair bill and they would pay it. Now, they are going back to square one with it. I reported the leak in April, not June. Yes, I tried caulking everywhere before then to see if that was the cause. When it still happened, I had another roof company come out and inspect it, thus the repair they made. I also had a chimney company come out and they said nothing was wrong with the chimney. Please just pay for the faulty work you did.