Nanny's Preschool & Child Dev. Center, Inc

It was unfortunate that this customer originally sent an email to the wrong email address of our national customer service manager; therefore it was not received in a timely manner for us to look into the matter regarding a break in the connection of electricity to her ceiling fan. In addition she...

also did not allow enough time for our project manager to get with his supervisor to discuss the issue and schedule a fix before filing this complaint. We have now been in contact with our customer and will be arranging for a certified electrician to go out to her home to fix the issue to restore power to her ceiling fan. The customer stated to our general manager that she will correct her response with the Revdex.com to indicate that she had “overstepped herself” in prematurely filing a Revdex.com complaint before allowing us ample time to take care of her issue regarding the loss of power to her ceiling fan.  We at Mr. Roof are dedicated to providing the best products and service to our customers and we stand behind our work and our warranties.

Able did respond to me...

with an e-mail confirming that we do not have a contract and no
further action would be taken against us.
I wanted 2 things from this complaint:
-For Able to acknowledge that we do not have a contract
-For Revdex.com to be aware of the tactics that this supposed highly rated company is
actually doing.
Both have been achieved, so I consider this complaint closed.
Please leave my complaint on your web site and phone referrals; so that others will know
their tactics.
Sincerely,
[redacted]
PS I did not ask for anything; but I had expected Able to at least apologize. I think that
should be part of good customer service.

I'm very confused as to the complaint. The industry standard for blown off shingles after a storm is a $500 tarp which insurance company's cover without a question. When it comes to repairs, Mr. Roof like most roofing company's follows standardized established insurance pricing for any storm...

repairs. So not only did Mr. Roof not charge a tarping fee, the repair in question is actually below the standardize insurance storm work pricing and was done on the spot for the agreed on lower price.   It should be noted Michigan just had the largest wind storm in a 100 years and our crews are working 7 days a week trying to accommodate homeowners that are missing shingles and having leaks. So knowing that every roofing company in the state is overwhelmed with work and the fact we charged below established pricing shows the homeowner was not taken advantage of. To reiterate, paying money out of your own pocket is never a pleasant thing but this homeowner was treated fairly and this claim should be removed.

We met with the customer, together inspected the work, and pointed out to her in our professional opinion how the job was done correctly and how it is not related in any way to the new gutters we installed. We did agree to send a service tech out on last time to try and caulk her old awning, on a...

dry day with no precipitation, so the caulk can set-up and cure properly, to stop the leaking from the old awning onto her porch.

Having the roof inspected is there job not my.  If they would have put a permit the city of Detroit would have sent a inspector to do the inspection.    
Regards,
[redacted]

On 1-12-16 we entered a contract with the customer to repair
missing shingles on his roof for the sum of $485.00. The contract states that
we would remove and replace Architectural shingle (with damage) on right
elevation slope (top-mid) up to 8 shingles and felt. We informed the
customer...

that our minimum charge is $425 and that we were charging $485 because
of the steep pitch of his roof. The
customer agreed with the quote and signed his contract.
On 2-1-16 we performed the work per contract.  We ended up using two shingles, some
underlayment, and one tube of sealer. The two shingles were used to replace the
ones that were damaged, and the sealant was used to seal any loose shingles in
the surrounding area. The customer was not pleased that we only had to use 2
shingles because his contract clearly states that we would replace up to 8
shingles.
Shortly after the job was completed the customer contacted
our office to express his frustration with what had transpired. We explained to
him that we performed the work per his contract, but agreed to go ahead and
issue him a credit of $60 to reduce the contract amount to our minimum charge.
We performed the work exactly to the specifications written
within the contract and have provided a credit to the customer.

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

“Please classify this complaint
as beyond Revdex.com pursue. The enclosed independent 3rd party
inspection report by a certified engineer clearly indicates that this complaint
is not at all consistent with the accusation. Upon receiving the complaint we
immediately did the responsible thing and submitted the claim to our insurance
company. The insurance adjuster instantly recognized this claim as not genuine
and hired an independent engineer to provide an unbiased inspection”

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may...

update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]  I am still waiting for them to complete work, repairing the leaking room.  It looks like we have another leaking in different room.  I am still waiting for them to reschedule the time, they are supposed to come here today but I don't know what time and will they show up???

It is unfortunate for us that this complaint counts against us when in fact the repair was made by Mr. Roof the same day the customer called. Whoever was at her home when we checked in after the repair was completed didn’t communicate to the customer that we had been there and completed the work...

that same day. Note that it was on March 9th, 2017 that the homeowner called us to report some shingles had blown off her home from the resent storm. At 2:31 that same day our field manager stopped by her home, took a picture of the area with the missing shingles then proceeded to make the necessary repair, then reported to the people that were home at the time that the repair was complete. We emailed the pictures to the customer and received an email back thanking us for the proof and letting us know that she would send us a copy of the report she is to receive from an independent inspector she hired.

Our vice president reached
out to the customer through email and offered up a couple of solutions
regarding the crack in the patio. The customer accepted a settlement of $750.
The customer was satisfied with the new roof he purchased from us, but to go
above and beyond the agreed settlement for the crack in the patio, on behalf of
Mr. Roof, we have purchased an umbrella guarantee for the customer which will
cover all labor, material, and accessories on the lifetime shingle for a period
of 15 years. We stand behind our products and services; happy customers are our
top priority.

The General Manager of the Grand
Rapids office spoke to this customer this past weekend and they informed our GM that
all concerns have been met to their satisfaction.

Able Roof has and will always stand behind the products we install and the workmanship of installing those products.  We have been out several times to explain the windows are functioning as the manufacture intended.  The window manufacture representative, Able representative and the...

installer have all been to the customers house only to find the same occurrence, the windows are forming condensation on the outside of the glass not the inside.  We have dropped off literature to the customer regarding this occurrence which states the windows are performing properly.  If this was an install or product issue Able would have already remedy the situation.  we have provided some information on this occurrence below.  You mention there is a window sticking and hard to open – this is the first mention of this issue.  We would be happy to schedule a time to look at the window. Question: We have a new home with low-e glass, double hung, vinyl windows. We have several walls of windows and noticed that some of the windows form condensation on the outside in the early morning. Why does condensation form e.g. on 4 out of 10 window sections on the same wall in the same area? This wall has a southwest exposure. At the same time, the windows in the living room (opposite side of house)consists of 9 sections with 3 having condensation on the outside. In total, on the first floor, we have 33 window sections with 16 having condensation on the outside. This happens on all sides of the house. The top window section might be dry and the bottom of the same window will be wet. On an adjacent window it will be the opposite or no condensation at all. The inside air temperature is 77 degrees (AC is on and twin dehumidifiers running in the basement which is 2300 square feet). The outside temperature is 71 degrees. If anyone has any answers, I would appreciate it. The window manufacturer suggested that the areas around the windows were not caulked or insulated very well. I can assure you that they are all caulked. I don't know about the insulation. Answer: Condensation forms on an object when that objects surface temperature goes below the dew point. The dew point is defined as the temperature where the air is 100% saturated with moisture - or where the air is at 100% relative humidity. Your windows are have condensation because the surface of the window is below the dew point. Based on the temperatures you mentioned, I suspect that the air is carrying quite a bit of water. This is NOT a bad thing. What is happening on those windows with the condensation is that the window is performing exactly as designed...It is blocking the heat from in your home (77 degrees) from reaching the outside of your home (71 degrees) thus allowing the outside windows to be cooler than the morning dew point. Exterior condensation on energy efficient windows is quite common and it is perfectly normal. But, the next obvious question is why don't ALL the windows have condensation? Whether or not a window develops exterior condensation is actually a rather complex bit of environmental and performance issues. For example, you are much less likely to develop condensation on a cloudy night. Any trees or other obstructions close to the windows? Bushes under the windows? Even the length and angle of the soffit or other overhangs can affect the formation of condensation. It is also possible that those windows that have not condensate have some energy leakage going on that is warming the exterior of the glass to a temperature above the dew point. If that is the case, it could be a very minor "leakage" that might raise the temp just a tiny amount; just enough to avoid the formation of the condensation. A tiny change in either temperature or humidity might raise or lower the dew point just a little bit and you might see a whole different level of condensation. Anyway, that was really long, but the ultimate result (again) is that condensation forming on the exterior of energy efficient windows is quite normal and nothing to worry about.

Since installing this customer’s roof in 2009 we have been called out a number of times for various leak issues, however some have been attributed to a leaking window, rotted trim below the roof line, open holes along the siding from being face nailed, etc. The latest call in 2016 placed to Mr Roof...

for a leak issue resulted in a service tech being dispatched first to the home and the service call fee being waved as the work completed is out of warranty; the technician did not complete any work because he did not find any issues with the roof. On December 6th, the customer placed a call to the office and was transferred to the [redacted] and a message was left. The [redacted] first had the [redacted] Manager reach out and then followed up with a call on December 8th, 2016 and left a message. Our [redacted] Manager went out after the technician (Dec. 7th) to investigate further. Upon his inspection he found multiple issues happening, none of them coming from the roof. The home had multiple rotted fascia board areas along the gable and gutter line, and the gutter had been caulked to the fascia board allowing water to easily penetrate the interior of the home. Photo documentation of both the exterior and interior were taken and shown to the customer to help explain this. As well, further underlying issues included condensation due to ventilation and insulation issues in the attic space as the weather was clear that day, and all of the nail tips on the underside of the decking had frost and rust on them, as a clear indicator of condensation building in the attic space. Therefore the water spots along various exterior lying walls are actually coming from the attic space. The customer was informed of this at the time of the inspection and agreed to the findings.  The customer then signed a contract to minimally replace some of the fascia board and gutter as this was all they were willing to take care of at this time (December 8th). It was written on the contract the roof was not causing the leak, and a basic figure for two small siding sections in the gables was provided as well on this estimate. The customer signed this contract in agreement to our findings and approved the repair work of gutters and fascia to be completed. This work was completed December 19th, 2016, and the [redacted] Manager called after the holidays to follow up with the customer on the work completed on January 3rd 2017. To date, no return call has been placed.  We apologize if Ms. [redacted] believes that she was treated in any manner other than a professional one, however the staff at Mr Roof has done everything we can to help her in a frustrating situation not caused by us, and instead educate her on the maintenance that needs to be kept up with on her home and help her in making educated decisions that will work best for her home, her budget and her peace of mind.  The latest contract and some photos are attached from the December 7th meeting.

Enclosed are the photos of the
flat roof in question.  These photos have been reviewed and approved by
the manufacturer of the product and inspected by the building department. We
agree that putting a flat overhang ledge across the front of the house isn’t a
pretty site and not very...

appealing from the ground, but on a flat roof the seam
of the product has to overlap itself to seal. Mr. Roof did not design the
structure on this home and can only do what’s physically possible. The new roofing system
was installed correctly and has stopped the water from penetrating the
structure. It should be noted that when we removed the old gutters from that
area it was discovered that the wood behind them had completely disintegrated
and disappeared.  As a courtesy and not
in our scope of work, the fascia was wrapped in aluminum at no charge to close
off the gaps.

We request the Revdex.com remove this
complaint from our files as this person is not our customer and has not signed
any contract with us.

We reviewed the request and documentation from our customer immediately upon receiving it. We are always empathetic when a homeowner has interior damage and we always honor our warranty which was 5 years in this instance. Hidden and unforeseen situations beyond our work unfortunately cause damages...

sometimes and this was the situation here. We made our decision as to the cause of the damage from the photos provided to us from a third party contractor after their work was performed. Based on those photos it was very clear that the water that damaged the floor was coming from the patio door and siding that had been installed without a vapor barrier, Tyvek tape and proper flashings. Our roof was not the cause of the leak and has been protecting this home for 7+ years.  Note: Attached is a letter sent to our customer in August 2016 from our GM.

Again, We apologize if Ms. [redacted] believes that she was treated in any manner other than a professional one, however the staff at Mr. Roof has done everything we can to help her in a frustrating situation not caused by us, and instead educate her on the maintenance that needs to be kept up with on her home and help her in making educated decisions that will work best for her home, her budget and her peace of mind.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 The response given by Baschnagel lacked the fact that when they were initially called, it was for a leaky roof.  They inspected the roof and gave me an estimate of $1800 to fix it.  I was not made aware of the quote for the damage of the flat roof which they now found was the cause of the leak until after the job for the slates have been completed.  Baschnagel never gave me an estimate for the flat roof and therefore I did not have a choice as they are making it seem.  To me, they were neglegent in their inspection of the roof.  The new quote that was given with regards to the flat roof of $3800/3900was after contacting them when my roof began to leak again after they supposedly "fixed" it.  It took several months to get someone to come and take a look at the roof just to give me a new quote that was not given initially.  Their roofing service as well as their customer service was poor.  [redacted] (inspector) was rude and downright offensive and abrassive in the way he spoke with me and in handling the matter.   
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

First and foremost, thanks for reaching out to us and being an Able customer.  There was a time during the process of completing your job in which Able was short material.  This was a bit unforeseen since we used twice the amount of material on the fascia board. The fascia board needed to...

be a two piece approach to complete correctly due to the design of the fascia and exceeding the expectations for our customer.  Therefore additional material needed to be ordered to finish the rake metal wrap and unfortunately the special color of the material needed to be ordered – not available as an in stock item.  Since we had to order a non-stock item more time had passed to complete your job than anticipated.  At the start of every job our customers are assigned a project manager and each job is managed by this person along with providing a quality control inspection at the completion of the job.  Although the project manager tries to keep each and every customer updated by phone, by text, or e-mail, the communication could have been better and we apologize.  To date it is my understanding that the extra material was received and the job is complete.  Please let us know if there is anything else we can help resolve and thank you again for choosing Able Roofing.