Murray Roofing & Construction

As I mentioned in the last post, we had this project on the schedule to get remediedHowever, upon arriving at the jobsite, someone else has done work to the propertyI received a call from someone, stating it was her son, notifying me that he performed the work himself and wants a refundHe is supposed to be sending over pics and documentationI have yet to receive anythingWe were not notified, since my last communication with [redacted] , that we were not supposed to perform the workNor were we notified that someone else would be performing the workIf this is to happen, we need to have time to notify the manufacturer, to prepare them to void their warranty, and that we seek full refundThey need to be allowed the opportunity to inspect the property and come to a conclusion as to whether they are going to allow repairs, or pay for a refundI will wait for communication from her son, at this point

Response below, with many facets to it:
-Let it be known, we did not install the roof on this unitWe simply installed a "roof coating" as illustrated by ***
-We offer a 10-year labor warrantyWe are not the manufacturer of the product, and do not carry their warrantyMeaning, if we
install the product according to their installation instructions, and free of defects, we have satisfied the terms of our warranty
-We have acknowledged, currently and in the past, that leaks have came aboutWe have fixed, at no charge, all leaks in the pastWe actually had a repairman to ***'s place weeks ago and performed additional repairsUnfortunately, one of the owner's of our company has been in the ICU in Swedish hospital for weeks, therefore, I, myself, accept responsibility for not making *** aware of this and being timely with my responses
-If leaks are still existing today, I will send someone back out
-I acknowledge the following: that the material used on her roof was the proper materialThat it was installed in the proper fashion and with the proper techniques, as determined by the manufacturerThat leaks keep existing, which might further illustrate a manufacturer's problem/warranty claimIf the leaks keep existing, we will need to contact the manufacturer to see what they recommendWe have coated thousands of residential and commercial roofs in Denver, Houston, and Omaha.....and have never had these issuesSame product, same crew, same installation technique
In summary, I apologize for the delays, as we have been going through a very sudden, unexpected medical emergency for the past weeksWe sent someone there weeks ago and performed repairsIf it is still leaking, give us a call and we will get someone out there at our earliest convenienceIf we can't stop the leak, we will get the manufacturer involved

This is in reference to the job that was performed at White Rock Drive Killeen , Texas with MrsPat Sokes Alberts remodeling had to stop briefly with MrsStokes project for the following reasonsMrsSokes received insurance money for the amount of $41,for fire damages on
her property and Alberts Remodeling estimated the job for the amount of $41,dollarsA lot was done and is done in Mrs.Stokes project if anything only minor things are still to be doneAlberts Remodeling fell short with money therefore could not continue with this projectOne of the reasons why Alberts got short changed was due to paying an AC company for the amount of $8,and the MrsSokes insurance only paid $3, so Alberts Remodeling had to pay out of pocket MrsStokes is also asking for a back patio to be done in which her insurance did not pay for and is wanting it to be completed anyway Many new items were installed that were not payed by MrsStokes insurance For example MrsStokes insurance paid for her kitchen counter tops to have plastic laminate and Alberts Remodeling installed granite .There are many more reasons why this project has yielded but would have to explain in personI have the contract,receipts and before and after pictures of this project MrsStokes still has a remaining balance from her insurance money and if she would like can hire another company to finish the minor things remainingAlberts Remodeling has no intention of fraud we have been in business for years and strive to keep customers happy with their new upcoming projectsFor any further question please feel free to contact us

Initial Business Response /* (1000, 6, 2015/09/10) */
This case can be wrapped up in one statement: HORRIBLE COMMUNICATIONAfter completing $3,worth of additional work nearly years ago, we never heard from *** or her son, ***, for mothsNo reports of leaks, no warranty claims,
etcAfter sending many collection letters and phone calls to be paid for the $3,000, *** called myself and explained how he was out of the country, therefore, couldn't return our callsHe didn't have an answer as to why *** wouldn't return our phone calls, emails, or letter requestsHe apologized about not making payment and promised he would send the check for $3,that nightAfter weeks of not receiving the payment, I called *** to let him know my dissatisfactionAt that point, he started saying he wasn't going to pay the bill because there were leaks on the roof for the past monthsI explained to him that holding back payment for additional work that was performed was not the way to handle the situationI had sent the customer a copy of our warranty upon completion of the project, as it is available on our website as wellOur warranty states: "Murray Roofing shall have no obligation under this Warranty while any bills for installation, supplies, services, and warranty charges have not been paid in full to the Murray Roofing Contractor, Murray Roofing, or material suppliers." The customer clearly admits they are voiding their warrantyFurthermore, *** called me year ago and asked me to meet him on the jobsite to clear up a few issues, at which point, he would issue paymentI met him on the jobsite and we walked the roof and talked about a proposed solution to a few leaksWithin weeks of that time, I sent a 3rd party to the roof and performed those repairsAfter completing those repairs, I made another phone call to *** to collect the $3,invoice that was now nearing months overdueIn speaking with ***, due to the fact that he owed us money, he had a 3rd party of his own take a look at the roof and give him an estimate for repairsHe clearly stated that his new company wanted $1,to fix the roof, and in doing so, they would take over the remaining warranty from Murray Roofing*** asked to be released from the $3,bill if we allowed him to hire this 3rd party company, which would remove us from the warrantyI told him I would prefer to only pay $1,500, leaving a balance of $1,on the open balance, however, I agreed with him that at this point he should proceed forward with the other company, due to the fact that I was not comfortable with his claims, accusations, and lack of communication with our companyHe stated he would hire the other company, however, he would think about how he wanted to handle the remaining $balance and get back with me in hoursThis conversation took place nearly months agoI have NEVER heard back from *** or *** since that timeThere are no warranty claims filedThere are no emails to our officeThere are no phone calls to any of our business linesAt this point, due to the multiple reasons discussed above, this customer no longer has a warrantyWe have an invoice going nearly months overdueDuring the past months, we have worked on the roof timeOn a warranted roof, our company will do a site-visit multiple times throughout the year to perform inspections and make any needed repairs to keep the roof from incurring further issuesWith this roof, due to non-payment, we have not performed our warranty routineTherefore, any damage that has occurred over the past months, our company is completely unresponsible forYou have to understand, that if a client is unwilling to pay an open invoice for work performed, we are not going to amend the warranty just for themThat verbage is in place for a very good reason, and covers many liabilities that might take place otherwiseIn summary, the communication with this customer has been terrible, at bestThey never properly report their warranty claims, they don't return calls, they don't pay open invoices, etcI'm not sure how you are supposed to honor a warranty when the incidents above have taken place
Initial Consumer Rebuttal /* (3000, 8, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Poor Communicator, *** had been dealing with *** and *** with the calls for repairs of the leaks on the new roofUntil the time of the remodel in 2013-we had renters that put up with the leaks and placed buckets in the buildingThey occasionally reported the leaks to us which *** in return reported to *** or ***.They would not respond for a few days and then they would send out a roofer to repair the leaks or he would call again.It was not until the remodel began that we found out for ourselves how bad the leaks were*** did make calls to *** and *** at this timeOur contractors for the remodel pointed out all the places that had problemsThis is also when *** had the additional work down on the HVAC units by Murray Roofing which we have not payed*** at this point was working on putting together his own business and asked me to make the calls and handle the leaking issues and try and find a permanent solution to the leaksI did indeed place phone calls to Murray Roofing and received an unexpected cold response from ***She stated we owed money and therefore they would not send anyone out to fix the leaksI explained that we had leaks and therefore needed them completely sealed and we were not satisfiedI asked to talk to *** *** but she stated he was not inI called a few days later and talked to *** *** and explained that we could not in good faith pay for something that was not done right.A roofer was then sent out to reseal or patch the area and any other areas that he saw that needed resealingThe response time was never immediateWe continued to ask for a permanent solution and the response was the same, just call when it rains and we'll send someone outRoof Rehab gave us a bid for $in Sept of to clean and prime roofing seams, walls etcHe also addressed the HVAC unit that needed sealingThis is the additional job Murray Roofing billed us for which we have not payedHOW could this need to be done if it was done in March of
I stated earlier that in - we gutted the building and that is when we got a good look at the leakingThis is when we became aware as to how bad the roof was leaking.Every time *** called for repairs he got the same run around as I didThe statement that *** Roofing did not hear from us about any leaking prior to is untrueThe 3rd party roofer they used for repairs was out at the building numerous times
He never left any work order or invoice on these repairsWe are still looking for a permanent solutions.The fact that the author of this response letter does not state a name, makes me curious if everyone that we have been in contact with is being forthcomingI am attaching the 1st repair bid from *** *** He later changed his bidHe felt he could not just patch things for $without starting overThe bids are coming in at around $30,
The fact is we paid $16,to Murray Roofing in and have payed out for emergency flooding prevention labor in Aug in the amount of $and lost that tenant even after putting up all the tarps on the roof and in the interiorThis is the time that *** was out of the country.Our calls were not returnedThe fact that Murray Roofing claims we never returned calls is falseThey never responded to us*** walked the roof with *** and told us to call our insurance company to see if it was hail damage, which we did and it was notThat is when we were put in touch with other roofers and received bidsThey all have stated that the install was not done rightWe have had nothing but problems for the last two years since the additional work was done and since we remodeledWe feel that the only way there can be a solution is to have the manufacturer representative of the EPDM inspect the roof and tell us if it was installed correctly*** states is was installed correctly and several roofers disagreeI do not feel that Murray Roofing is responding well to some one who payed $16,and has put out numerous amounts of money to its renters for problems with the leaking roofMurray Roofing is not seeing the picturePatch work is not a solutionWe would pay the additional money owed BUT we are dealing with a bad install which is costing us money and a lot of mental anguishWe feel we are entitled to a solution.We have communicated this over and over*** is still trying to point the blame to usWe paid in full for a roof that was not and is not satisfactoryWhat are the reasons we are having leaks? We are again requesting a manufacturer rep of the rubber product to come and inspect and give us this answer.If a permit was issued from the city where is it? I feel Murray Roofing will not listen to anyone except a manufacturer rep and I hope this can happen and end all this.Murray Roofing obviously has not provided an answer to us
Sincerely *** *** Owner
Final Business Response /* (4000, 13, 2015/10/09) */
A warranty was sent to the customer with the list of the manufacturer, along with a manufacturer's warrantyI will have our office go through our paperwork and resend the customer a copy of both warrantiesI can assure you, on a commercial flat roof, there are steps to be taken on both the manufacturer's side, as well as our side, to ensure the roof remains under warrantyProviding routine maintenance and check-ups is one of those itemsAllowing the roof to go nearly years, while leaking, without having it fixed is not the definition of making sure that the roof remains under warrantyI am sorry to say this, but you guys have disappeared for months and months on end, multiple times, with no communication with our company, invoices left unpaid, roof leaking, etc, etc.....with no attention to anything regarding the roofThat is not the proper way to handle this situationA roof is similar to a car, in order to maintain its warranty, you have to change the oil, put gas in the car, change the tires, etcIt requires attentionAll this was sent to you in the warranty packet, which is available on our website as wellI'm not sure what more help I can be at this pointWe still remain with a $3,unpaid balance that we need to come to a resolution on, or will be sent to the collections departmentIf you guys read through the warranty packet, and feel your roof is still under warranty, please call our company to speakI think you will find you have voided your warranty in nearly every manner possible, including an unpaid invoice

As I mentioned in the last post, we had this project on the schedule to get remedied. However, upon arriving at the jobsite, someone else has done work to the property. I received a call from someone, stating it was her son, notifying me that he performed the work himself and wants a refund. He is supposed to be sending over pics and documentation. I have yet to receive anything. We were not notified, since my last communication with [redacted], that we were not supposed to perform the work. Nor were we notified that someone else would be performing the work. If this is to happen, we need to have time to notify the manufacturer, to prepare them to void their warranty, and that we seek full refund. They need to be allowed the opportunity to inspect the property and come to a conclusion as to whether they are going to allow repairs, or pay for a refund. I will wait for communication from her son, at this point.

[redacted] Roofing was hired to repair and seal the existing roof on my home. The first contract signed on Sept. 9, 2010 by me and the contractor stated a 3-step process of coating, covering and then coating again. (copy attached) However, a few days later the representative returned and said that since time was getting short for warm days, they would use a different product and process. I wasn't very happy about the switch, but needed the roof done before winter. A young woman showed up a week or so later and spent a week off and on working on the roof. She informed me she was an apprentice and couldn't do the flashing between the patio and the roof, but a regular roofer would return and do that. I was not home most of the time she was on the roof because I was working at the time, but my neighbors told me about the coming and going a few hours at a time. By the next spring, the seam between the patio and the roof was leaking, along with a leak in the living room. This was the first of many calls over the next few years because of repeated leaks. The major leak occurred in Feb. 2012, when a portion of the bedroom ceiling collapsed under the weight of the leaking water. (Insurance report attached). I have lost track of how many times I've called for repairs of leaks and usually after numerous calls the company would respond. Until the latest incident. In response to Mr. [redacted]'s assertion that someone was out to repair the roof in November - I have not seen nor communicated with anyone from the company since I spoke with Mr. [redacted] on Oct. 23, 2015 when he assured me someone would be out within 5-10 days. In the meantime, my son has addressed the major leaks and has been in the process of repairing and coating the entire roof. He has taken a video of the roof before repairs were made and also has photos of the cracks in the roof. As far as I am concerned the matter is far from settled.
[redacted] L. Wright
12-16-15 (Roof Conract #1 9-9-2010)

Initial Business Response /* (1000, 9, 2015/05/27) */
We are currently looking into this situation and will update everyone after we come to a resolution. We have never installed a roof in the Denver metro area without pulling a permit, therefore, we are searching through our database to find the...

check # for the permit. This was an insurance job as well, therefore, we are finding the insurance paperwork to see if they allowed for dripedge and a code upgrade. We will do everyone we can to rectify this situation for the customer.