Monarch Construction and Roofing LLC

Initial Business Response / [redacted] (1000, 8, 2015/07/13) */ This problem was reported to Monarch 6/2/We went to home on 6/5/and it was raining and we were unable to access roofon 6/23/our construction manager west to property and inspectedWe re-fastened pipe jack and sealedThe swamp cooler can be installed whenever it is not related to effected areaWe have since discover that the siding was leakingNot part of our original scopeBut we have contacted our siding contractor to come look at it and give us an estimate to repair and when the soonest he can repairOnce that is scheduled and completed we will send our crew to repair drywall and paint the effected areaSo we have been working diligently to coordinate this repair Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are/were not aware of the siding and drywall companies being contacted and we have not been contacted by Monarch about thisWe will contact them today and try to set up a time for things to get fixed Final Business Response / [redacted] (4000, 47, 2015/12/01) */ We have left messages for [redacted] asking him to go over the work we completedHe needs to call the office and let us knowWe have completed all this workAnd the tile cleaning company as well has completed the work [redacted] and or [redacted] needs to call the office and speak to [redacted] Final Consumer Response / [redacted] (2000, 49, 2015/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, everything has been completed to our satisfaction

All work has been completed both the skylight and the interior work has been completedMonarch has informed customer and let her know to inform insurance all work has been completed so she can pay Monarch the remaining balance due

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is the same one I have been offered times previously but never followed through on I will accept this response if and when the work is ACTUALLY completed I sincerely hope this is not just another empty promise Sincerely, [redacted]

Mr [redacted] , Monarch tries to provide each and every customer with a positive experienceMonarch handles the entire insurance approval and process on your behalfDealing with the insurance companies and the insurance approval processes do take time on average we tell our customers 2- months to get all work completedIm sorry you were miss told on the expected time frames to get the work completedMonarch only billed for the work we completed and got approved by insuranceMonarch has a workmanship warranty and if you would ever have an issue with the work performed please contact our office and we will address We also would like to schedule a time for your to come into our office in [redacted] and meet with the ownerPlease let us know a good time you can come in Thanks

As the current VP of Operations at Monarch, I have had the pleasure of speaking with Jessica *** on a couple of occasions. I began as Monarch's VP of Operations in September, and it was shortly after starting this role that my office received a call from Jessica. Mrs*** called
in stating that we completed a restoration claim for her approximately 4-years ago in 2013. She told my staff that we had installed the incorrect gutter guards on her property and that she wanted us to install the correct ones. My staff approached me about this, feeling like it was some sort of scam due to the fact that this file was closed over years previously. Monarch has used a CRM tool for company communication purposes for about a year and a half now, so any and all files we work with are put in this CRM system. After discussing this with my staff, we went to our archives and found Mrs***'s restoration project files away in our archives. The protocol at Monarch is to create a file in our CRM tool for any and all files, even old ones, that get re-opened. It is for this reason I cannot confirm as to whether or not Jessica *** had called in previously. Admittedly, it did take us a bit of time to get someone out to take a look, but that is in no small part related to the fact that this client called about a year old gutter concern in the middle of the biggest restoration storm in the history of Denver, and it took our trusted gutter partners some time to fit her into the schedule. That being said, we ended up sending Brad, a Monarch employee out to Mrs***'s house. Jessica showed him the receipt of what she said was existing before, and Brad brought that news back to the office. Despite looking at what claim documents we retained, we were unable to locate any claim documents stating insurance had paid for such specialty gutters. Despite this fact, I made the decision to trust the previous customer and make the situation right. We had Gutter Helmet out as a subcontractor to replace Jessica ***'s gutters. Please keep in mind I have yet to find a more expensive system than Gutter Helmet, and it is not often insurance pays for Gutter Helmet to be replaced without a very specific bid and some significant work on the end of the homeowner or contractor. Again, despite this, we made the call to ensure we were doing right by the customer and get her taken care of. This is also where Monarch thought it ended. We struggled this season with multiple turnovers within the Accounting department. Though I cannot speak to the reason the gutter helmet invoice fell through the cracks, I can say that by the time it was escalated to me, the bill was paid in full within hours, and a receipt for payment in full was sent to Mrs***. Monarch apologizes profusely for that oversight, however beyond that, we feel we handled an unusual request with the customers concerns as the priority. This issue is now resolved and we wish Mrs*** the best, and apologize for the payment oversight. Thank you

Complaint: ***
I am rejecting this response because: The work was not completed as promised on January 18, 2017. However, a representative from Monarch did come to inspect the skylight and confirmed that the wrong one was ordered/delivered for the third time. I received a voicemail from Monarch this evening explaining that they will attempt to install a new skylight replacement on Friday Jan 20, however, this was not coordinated with me. I will once again be canceling all the appointments I can to make this work should they actually make a real attempt
Sincerely,
*** ***

Initial Business Response /* (1000, 14, 2015/11/09) */
We are working closely with the customer to ensure all issues are taken care ofWe should be done with everything by week ending 11/13/
Initial Consumer Rebuttal /* (2000, 16, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the
response from the business.)
Monarch agreed to not charge for the deck and to let me out of the contract to get another company to repair and replace the windows and painting the siding of the houseA final payment of $was sent on 11/12/to payoff the balance of the roof that was replaced as it was called to my attention recently

We have tried to work with the customer to fix the damage to the interior drywall and trim by sending out our handyman to fix the problem. The customer refused us to fix the trim. We have informed him that this issue was not caused by the roofing replacement work that we did but a pre-exsisitng...

condition foundation issue. We have contacted our engineer to evaluate the situation but has not responded as to when he can go out to the home and evaluate. Per the back of the Monarch contract #13 Monarch is not liable for any structural movement of the foundation or walls, settling, cracks in drywall, cracking aand breaking... Monarch has tried to work with the customer to come to a reasonable solution but Monarch is not liable for the damaged caused.

All work has been completed both the skylight and the interior work has been completed. Monarch has informed customer and let her know to inform insurance all work has been completed so she can pay Monarch the remaining balance due.

Initial Business Response /* (1000, 8, 2015/07/13) */
This problem was reported to Monarch 6/2/15. We went to home on 6/5/15 and it was raining and we were unable to access roof. on 6/23/15 our construction manager west to property and inspected. We re-fastened pipe jack and sealed. The swamp...

cooler can be installed whenever it is not related to effected area. We have since discover that the siding was leaking. Not part of our original scope. But we have contacted our siding contractor to come look at it and give us an estimate to repair and when the soonest he can repair. Once that is scheduled and completed we will send our crew to repair drywall and paint the effected area. So we have been working diligently to coordinate this repair.
Initial Consumer Rebuttal /* (3000, 10, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are/were not aware of the siding and drywall companies being contacted and we have not been contacted by Monarch about this. We will contact them today and try to set up a time for things to get fixed.
Final Business Response /* (4000, 47, 2015/12/01) */
We have left 2 messages for [redacted] asking him to go over the work we completed. He needs to call the office and let us know. We have completed all this work. And the tile cleaning company as well has completed the work. [redacted] and or [redacted] needs to call the office and speak to [redacted]
Final Consumer Response /* (2000, 49, 2015/12/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, everything has been completed to our satisfaction.

Mr. [redacted], Monarch tries to provide each and every customer with a positive experience. Monarch handles the entire insurance approval and process on your behalf. Dealing with the insurance companies and the insurance approval processes do take time on average we tell our customers 2-6...

months to get all work completed. Im sorry you were miss told on the expected time frames to get the work completed. Monarch only billed for the work we completed and got approved by insurance. Monarch has a workmanship warranty and if you would ever have an issue with the work performed please contact our office and we will address.  We also would like to schedule a time for your to come into our office in [redacted] and meet with the owner. Please let us know a good time you can come in.  Thanks

Hello,We have scheduled the skylight to be completed with the customers knowledge on Wednesday January 18th, 2017 pending weather.  If this changes we will notify the customer and the Revdex.com.  Thanks [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the same one I have been offered 6 times previously but never followed through on.  I will accept this response if and when the work is ACTUALLY completed.  I sincerely hope this is not just another empty promise.
Sincerely,
[redacted]