Nanny's Preschool & Child Dev. Center, Inc

We offered coming out to look at the vent again however customer already hired another company to come in and replace the vents. At this time there is nothing more we can do. We did have a good conversation and the customer will call if there is anything else in the future they may need he will call...

us directly.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

The $250 balance due to Mr. Roof
is the customer’s deductible portion that his insurance company did not pay
and, as stated in his insurance policy, requires the home owner be responsible
for.  I have attached a copy of the
contract and invoices. The third page of...

invoices reflects the
outstanding balance as of July 11, 2013, showing the $250 balance due to Mr.
Roof. We have been trying to collect this debt since then and just mailed him a
final demand invoice at the beginning of September 2014, stating we were
turning his outstanding balance over to collections which will also include an
additional $50 charge in late fees bringing the new total now due to $300. It
is at this point in time that he contacted the Revdex.com. The customer is responsible
for the deductible balance as shown.

We are appreciative of Mr.
[redacted] for allowing us back into his home & allowing us to do our part to
remedy this situation. Again we feel this has boiled down to some level of
miscommunication & apologize for our level of responsibility on that part.
We have investigated & performed all necessary repairs to Mr. [redacted]’s home
& he has agreed that all claimed issued have been resolved (see copies of
documentation herewith). We thank Mr. [redacted] for his business & hope that
he will keep us in consideration for future projects.
 
Respectfully, Mr. Roof General
Manager Louisville office

The following response and information is being provided for your consideration of the above
reference complaint. I [redacted], the home owner, contend that the Invoice submitted by Mr.
Roof in response to my complaint is fabricated, manipulative and without merit. Mr. Roof has been paid
in full.
I further contend that MR. Roof was paid in full as contracted, see the attached documents:
I. April 3,2012 - Initial Agreement "As per Adjusters Report"
2. Pre-Start Check list
3. 5/9/12 - Insurance Estimate
4. May 30, 2012 -Transmission Report
Please do not hesitate to contact me for additional information. I believe that a preponderance of the
information presented will show that Mr. Roof has been paid in full as initially agreed.

The original complaint stated
that the shingles we installed 8 years ago are defective and we wouldn’t stand
behind them. Upon our inspection prior to the complaint and afterwards we
explained several times in detail that the shingle were not defective and that
they needed to be cleaned. The customer insisted that we were wrong and that
wasn’t the problem and still insisted the shingles were defective.  As a
courtesy we offered for them to have the shingles cleaned and if that didn’t
correct the problem we would double the money they spent and replace the
shingles in question. Now their claiming we lied to them and had them replace a
roofing system that just needed to be cleaned. (It should be noted that when the
customer set the appointment 8 years ago they stated that they had lived in the
house 12 years and the shingles were there when they bought the house, but at
that time they were in good condition.)
 
Mr. Roof has taken the extreme
high road considering the many slanderous comments made by the homeowner. At some
point the homeowner must consider that cleaning an 8 year old roof next to a
forest is not covered under the warranty and is considered part of normal
maintenance.

It is still not complete.  This has been going on for weeks, non-stop excuses on why they didn't make it out - the rain, someone called off, truck broke down.  Yesterday it was the police pulled them over and INS took the crew.  We even did some of the work they initially said they were going to do. They lie all the time.  There is STILL a HOLE where you can see my house.  The couple things they "fixed" were not right and so that is why they say we are "adding". If your fix isn't right, then you need to fix your fix - it is not my fault they can't do their work correctly. One person says this is wrong and Mr. Roof should fix, then another person comes and says no.  They were here today, but did not knock loud enough or ring the doorbell and said they did.  We have a dog - the City of Hamilton was here and knocked and we answered.  They said they saw that. So if we aren't answering, we didn't hear.I will NEVER recommend this company to anyone.  They DON'T care about the customer. All they care about is getting another job so they can get that money.  They don't want to finish or take care of anything past that first day.
Regards,
[redacted]

From: [redacted] Sent: Tuesday, September 13, 2016 8:01 AMTo: [redacted]Subject: Mr. Roof ComplaintComplaint ID: [redacted] Hello: I was informed that my issues was closed by the Revdex.com, and I called and was told that I could still reply to the issue. There is no reply issue button so I am Emailing. I have been very busy and did not have a chance to respond. For that I am sorry. My response is as follows:I am growing tired of the lies that Mr. Roof has put in their narrative. To start I was told that I have a Roof leak. That has not been disputed once in any of the documentation. I had their man come out to my home and tell me this. This is a Fact. I bough their roof and they now refuse to stand behind their work and diagnosis. Per their advertising they are the "roofing experts". What is a Lay person to think if they are told they need a new roof by the Roofing experts? They have not produced Jim at any point in time to say one way of the other if this is true. As far as I can tell that reeks of coverup. I also had My salesman Jim E[redacted] tell me that if I gave him the name of my neighbor she would get a $100 check from Mr. Roof. I did so. This never happened. I had to call and take care of this myself. I was rather irate about this, but I let it slide.This last message is just rife with inaccuracies. They have come out 1 time ONCE, not the several that they have stated. They also say in one communication that they "want to make this right", and in the last response that "they understand the frustrations of the customer" I absolutely disagree if they would like me to agree then I will suggest my final counter offer later in the message, then and only then would they truly understand my frustration. I would also ask Mr. Roof the following it there was any question I mean even 1% chance that my original issue was not a roofing issue where is all this technology that they now offer to me to prove it was roofing in nature. There was 0 discussion prior to me purchasing this roofing system of a condensation issue or that I have a roof that is essentially designed to leak as they contend. I already have a large ceiling fan, so as far as I can tell their notion that they are correct is preposterous. I had their man come out to my home and tell me I needed a new roof. I contend that my original issue was not a roofing issue and that they sold me a roof under false pretenses. I mean I did my part. They got paid and now they are not living up to their end. This is pretty cut and dried in my estimation.The Skylight is also warrantied with the roof. This was covered prior to purchase and with the office shortly after purchase. Any issues is theirs to solve, not mine. I specifically went with Mr. Roof as they were the only company to offer that guarantee. I have NOT had someone come inspect the work. I refuse to allow someone being paid by Mr. Roof to do so as I do not trust they would have anyone but Mr. Roof's interests to protect. As I have already stated they do not have the best track record for telling the truth. Now the Revdex.com has an opportunity to strike a blow for justice. If the tagline for the Revdex.com is "start with trust" then I can see that this has not happened at any point in time here. Again all I am asking for is what is fair. My counter is the following. I expect a $9,000 billing adjustment for the roof that I did not need, to be clear $9,000 cash. This is the minimum that I will accept as I have spent SEVERAL hours on this, hired an attorney, contacted the Revdex.com, put together documentation, paid interest on a loan, cleaned up 4 leaks, had to buty a new couch, contacted the State Attorney General Office, and the State licensing board. Now if Mr. Roof agrees then I will do 2 things. I will no longer pursue any further action. It would all end today, and I would amicably close this case with the Revdex.com. I would also give up the warranty. Essentially we go our separate ways, and never need to contact each other again. If there is any further action by the state or licensing board I would be willing to communicate that the matter is closed. [redacted]Cell: ###-###-####

I have attached some photos of the roof area the customer alleges our estimator damaged when he fell on a snow covered roof.
The damage area is about 2 ftx4ft and there are two layers of shingle roofing on the home.
The shingles have been removed down to the felt paper with tools of either hammers or flat bar.
Someone has purposefully damaged this roof edge after we measured the roof to provide a proposal for replacement.
The customer is stating his neighbor saw our estimator Larry fall while on the roof.
We don’t know if this is true, but had the neighbor or any other person seen someone using tools to tear off the roof, I am sure that would have been disclosed and the police would have been called.

Our general manager has arranged a convenient time for the customer next week to meet and review the area on her home and the work we completed.

First of all I don't know what work they did not related to the roof they puton. Second the metal awning they are revering to was put on the house overa 11 years ago while to old roof was still on and we never had any leaks forfive and a half years but we have had 12 leaks in the my sunroom since Mr.Roof put this roof on. Third the pipe that they can't replace was not an issueit was the flashing around it they do not have someone certified to putflashing around so they put a lot of chalking so much that it likes horrible andthe man that came out in July 2015 said that in a few days they would sendsomeone fiom another company to fix it will it has been 2 months and stillnot fixed. Fourth no one fiom Mr. Roof called on my house phone or my cellif Mr. C[redacted] called me on his cell he did not leave a message and I am not amind reader. Last Mr. C[redacted] agree to paint my ceilings and my 2 year oldgutters that Mr. Roof ladders scratched but he has not done it. And yes theyhave came out when I called but why could I have spots on my ceiling foralmost 6 years and paint missing off my new gutters and have to move thingsaround in my house to put down buckets I am sure that the person whoreplied to this complaint wouldn't want their house looking like that afterpaying for a new roof And by the way we paid them they have had theirmoney we are still paying for this very expensive roof. My poor littlegrandson couldn't ride his rocking horse back in March of this year because Ihad to put some buckles out to caught the water. I am beginning to think thatthey are taking advantage of older people. They are just making excesses fora very bad job. Also I have my health to worry about not my roof this isuncalled for almost six years dealing with them. I don't know if $350.00 willpay for 3 ceiling and my gutters to be painted. This is a fact Mr. Roof hasbeen paid almost 6 years ago and I am still waiting for my roof to stopleaking and my ceilings fix and my new gutters fix. An yes it has been over20 leaks.

Mr. Roof regrets the misunderstanding. The algae that is now
growing on the 8 year algae resistant shingle is spread from airborne spores.
Airborne gloeocapse spores can travel as far as 26 miles, any much further
depending on the temperature and weather patterns. The aerial enclosed photo
shows the small forest behind the home. This proximity of vegetation, the
numerous amount of neighbors in the subdivision with similar issues, the shade
patterns of the home, and the eastern united states weather patterns have all
contributed to this concern.
 
In an effort to eliminate any ill will and make the
homeowner feel more comfortable. Mr. Roof offers the following resolution. If a
reputable third party algae company isn’t able to remove the algae and finds
that the customer is right and there is a material issue. Mr. Roof will double
the money spent to hire this company and replace any defective shingles. If Mr.
Roof is correct and the algae comes off, the customer will alert the B.B.B.
that the accusations were incorrect and to please remove their complaint.

Enclosed is the only contact Able Roof  Mr. Roof Contractors Inc., has made since the work has been finished. As I stated in my previous letter, the statement was false and untrue, no one has contacted me.Their advertisement is very untrue, about someone checking out work after it has been completed.I did pay the bill so I kept my terms. Also enclosed I a paper where they put blocks of wood all over the attic of my house.  I do not know what the blocks of wood was for because I had no communication with the first crew that installed the roof. They did not speak English, and I do not speak Spanish. The second crew I was not even told they were coming. Carla customer service lady, said of course that was their policy, not to give you a date.I wish now I had ask for credentials. Enclosed is the bill paid in full, and a paper where they put blocks of wood all over the attic from the inside.I feel that Able  Roof Mr. Roof Contractors Inc. need to educate their business to be more honest with their customers. I have a lot of damange on my ceilings , and I should have been informed that the problem was not the roof, but inside is enclosed where the roof started leaking in 1 months after installing, the roof invoice proves, they had to put wood inside attic, so apparently it was roof leaking.I received your most recent letter from Able Roofing, Mr. Roof Contractors Inc. I do not agree with their response. I did respond on 02-02-2017.  The only response I received from the Co.s was receiving a bill, which I paid in full. There were no phone call, nor any messages on 1-03-2017, it is a false statement. Enclosed you will see I told the truth about roof leaking before one month of installing new roof.
[redacted]

I do not want anyone reviewing the business to think it was resolved in an acceptable manner.  The case can be closed, but this was totally unacceptable and I don't feel they were sincere in their apology.  I have attached a scan of my handwritten notes from start to finish.  There are a few images attached as well. I wanted to add many more, but it only allows 4 attachments.
Regards,
[redacted]

We are sorry this customer is aggravated and we respectfully disagree with his statements.  Our one day guarantee is related to the time it takes to complete the job, not how fast the job is scheduled. There were many things said over the phone from this customer to us that we can’t repeat. We returned his deposit and he can make arrangements with another company to complete his work.

This complaint was filed by the daughter of the homeowner so we suggest the daughter speak with her mother, the homeowner, regarding the leak issue.  Mr. Roof has  been in touch with the homeowner, our customer, regarding the leak on their home and one of our inspectors met with them this...

past Tuesday, inspected the area of the leak and found that the leak is occurring in the rear portion of the home underneath a pre-existing flat roof which was not installed by Mr. Roof and we pointed out to the homeowner that it is leaking due to an improper installation of said flat roof as the flat roof membrane was not wrapped up the wall and tucked under the siding as it should have been.  Mr. Roof installed a shingle roof on the main portion of the house which is covered by our warranty and the shingle roof is not leaking.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Crew was on time, informative and did the work as promised.
Regards,
[redacted]

On August 3, 2015 Mr. Roof was contracted to replace the roof not noted in the consumer’s complaint, but at [redacted]. Our estimator noted that three sheets of decking would be included at no charge to the customer if needed to be replaced. Mr Roof replaced a total of...

seven sheets of decking. There was nothing on the contract or Pre-start checklist which the customer signed about any structural repairs.   Should structural repairs be needed, the customer did sign that he understood that would also be an additional charge (Pre-Start checklist item # 14). When the roof was replaced, there were no structural issues in terms of rotted rafters or trusses and therefore would not have been replaced. What the customer is referring to are the “wings” on either side of the main home. These are small strips of roof that are aesthetic overhangs. Over time these “wings” have a tendency of sagging simply because they are non-structural and not cantilevered into the home itself. As there was nothing written or expressed on the contract about replacing them or re-building them, and they were not rotted due to insect, water damage, etc. there was no reason to complete unnecessary work.   Mr. Roof conducted its own inspection as we do with 100% of our roof installs and it was determined that the replacement was within all compliance and install standards and passed inspection. In terms of the municipalities inspecting the roof work, it is rare that a city will come out and actually inspect a roof replacement on a residential home beyond a visual confirmation that it has been replaced. Mr Roof has no authority over any municipality’s standard operating procedure in terms of inspection processes.   Just over 1 year later, the customer called in to report a leak in the rear addition. Mr Roof dispatched technicians to diagnose. It was found that the roof was installed properly; however there were two box vents on the low slope area that were allowing water to enter the structure. Mr Roof decided to eliminate these vents and replace the area entirely to ensure there would be no further issues in the future. There was no charge to the customer for this either.   We apologize if there was any miscommunication between our representatives and Mr. [redacted]; however we completed the scope of work per the contract as it was written and by all industry and code standards. If Mr. [redacted] would like Mr. Roof to provide a bid to remove and replace the “wings” on either side of his home, we would be happy to do so. This was offered to him when he called to report the first and only leak in 2016.

Our general manager met with the home homeowner and is currently waiting on him to get back to us with a quote so we can resolve issues.

Mrs.  [redacted] did have problems with
her roof, some have been warranty related & some have not. Because the
[redacted]’s did purchase a roof with a lifetime warranty we have been out every time
they have requested to address any issue related to the roof we installed. In
fact because the...

[redacted]’s had multiple issues on the back section of their roof,
though we do not agree that 20 is an accurate number, we replaced the entire
back slope of the residence on 10/01/2014 including new vents, flashings &
underlayment to ensure there would be no further issue & that the roof
would meet our quality standards. Mrs. [redacted] is correct that we are not licensed
pipe fitters or HVAC installers & as a result cannot replace or HVAC pipes,
this is contractually not a warranty issue but rather a preexisting mechanical
issue with the home. The [redacted]’s other issue is related to a preexisting metal
roof which we did not install but have attempted to address for them by
installing an oversized flashing over the area where the preexisting roof was
leaking. We also agreed to paint the interior on this area once it was confirmed
that the issue causing the leak had been resolved, it was agreed by both
parties that this would be a process of waiting with no immediate action. Since
that time the Project Manager Ryan Chavez has contacted the [redacted]’s but has not
received confirmation that they were ready for us to perform this paint. All
work performed to date beyond the contract amount has been free of charge, both
warranty & non warranty related. Every time we have been contacted by the
[redacted]’s we have responded & addressed including replacing ½ of the roof
completely. Therefore we do not feel that a refund for their roof is
reasonable. However we are willing to honor our statements & paint the area
of the interior where we said we would. We will also continue to honor our warranty
on this project. If the [redacted]’s are no longer interested in having us perform
their interior work we will be willing to offer them $350.00 to use a
contractor of their choosing however a release of our obligation to address
this issue will be required.