Nathan's Roof Repairs, Inc.

TO:             Revdex.com of Central VirginiaFROM:       [redacted] at Nathan’s Roof RepairsDATE:       3/24/16Re:            ...

Complaint #[redacted]Thank you for the opportunity to respond to [redacted] complaint about our company. Following are the details about this complaint from our perspective.On October 1, 2014, Nathan’s Roof Repairs, Inc. completed installing a new roof consisting of [redacted] with a GAF System Plus Registered Warranty for $30,380.00. [redacted], our project manager, was on vacation at the time of the roof replacement, however Nathan B[redacted] the owner, was on site each day to check on the job. One of our most experienced crews installed the roof. [redacted] was available by phone as needed for the workers, [redacted] was available to visit the job site as needed, and [redacted] communicated with the homeowners about all of their concerns on the project each day. Our general manager, Lee B[redacted], did a final walk-through with the customer when the roof was completed, addressed any and all concerns with the customer, and received the final payment for the job. Ten months later on August 17, 2015, [redacted] received a call from the homeowner about a water stain the size of a half dollar on the ceiling in an upstairs bathroom. [redacted] and [redacted] went out to address the problem the next day. [redacted] was unable to find any specific causes as to where the leak was coming in and determined that water may have been coming in through the wall flashing during a wind driven rain. He installed metal flashing around the facial board to help prevent further wind driven rain from entering the home. We thought that the leak was resolved, therefore we sent a sub-contractor over to the house to paint the ceiling. On Saturday, October 3, 2015, [redacted] received a phone call from the homeowner during a severe thunderstorm about a leak in the same bathroom. [redacted] explained to the customer that we could not address the leak until the rain stopped. It is not safe to be on a roof during severe weather. Nathan’s Roof Repairs does not provide 24 hour emergency service and in our 24 years of experience in the roofing business, we have not experienced any significant problems with this policy. The owner expressed concern about the amount of water that was coming into the house. Nathan assured her that Nathan’s Roof Repairs would take care of any and all damages that occurred. On Monday, October 5, 2015, [redacted] and [redacted] found a hole in the valley metal 10 feet above where the water was coming into the house which helped explain the amount of water coming in through the leak. A valley is the connection where two roof lines meet, therefore a lot of water runs down the valleys during rainstorms. We apologized to the customer for this problem and stated that we would accept full responsibility for the damage that this leak caused the homeowner. We repaired the roof leak that day, however there was significant water damage to the home that needed to be repaired. We cleaned up the interior area that was damaged which included sheetrock. [redacted] and the homeowner agreed that the entire area needed to dry out before any repair work began. Several days later [redacted] brought three of our workers out with him to the home to test the roof to verify if we corrected the leak and to see if there were any other areas that needed to be addressed. Two guys got on the roof with a hose and ran water all over the area while [redacted] stood on the bathroom counter with his head up in the attic space to assess whether or not any water was coming in through the roof. No water came through.Our next goal was to get the homeowner’s home back to its original condition and to certify that there would be no mold to create any future problems for the homeowners. [redacted] contacted [redacted], a professional water damage restoration and mold remediation company. [redacted] has 30 years experience as a full service property damage company and is based in the Richmond area. [redacted] first worked with [redacted] during water damage to his own private residence several years ago and was very satisfied with their work. [redacted] is also a Revdex.com member in good standing with an A+ rating. The homeowner never expressed any concerns to any Nathan’s Roof Repairs employees about the workers Nichols, Inc. sent to repair the damage to her home. The repair work for the water damage began on October 22, 2015 and was completed on November 3, 2015, however the homeowner was not satisfied with the work. Nichols, Inc. retouched up the drywall and repainted the area and completed the project to the customer’s satisfaction on November 11, 2015. This remediation project cost Nathan’s Roof Repairs $1,452.77. On December 2, 2015, we reimbursed the homeowner $1,069.00 for miscellaneous personal items including toiletries that the homeowner claimed were damaged during this water leak. Throughout the entire remediation process, the homeowner never expressed any concerns about any financial compensation for the inconvenience that this repair work caused. On January 11, 2016, the homeowner texted Lee B[redacted] and said, “Please let me know when you are available this week to discuss a settlement for our roofing debacles.” [redacted] texted the homeowner and stated, “It’s my understanding that Nathan’s had resolved everything structurally and financially regarding your roofing issue.” The customer continued to push to meet and discuss compensation. Lee encouraged the homeowner to put her concerns in writing and he would share them with [redacted].On February 10, 2016, [redacted] received a long detailed email from the customer that stated, “I am writing to you to request compensation for the latest of a string of debacles with the roof replacement job performed on my house by your company, Nathan’s Roofing.” In this email, the homeowner insulted our company, insulted our workers, and claimed that we “must have struck a low-cost deal with Mr. [redacted] because he sent questionable workers to our home.” The homeowner discussed details about the inconveniences that this repair work caused her family and closed by saying,"I believe that once made aware, a good company generally tries to do the right thing. I feel my family was not at fault in any way for the repeated debacles that we have been forced to endure due to the mistakes and cost saving choices made by Nathan’s Roofing. At a minimum, I believe that Nathan’s Roofing owes us an apology and an extremely reasonable compensation of $5,000 for the duress and inconveniences that my family was forced to endure from August 2015 – December 2015. I hope that Nathan’s Roofing will now do the right thing.”The leak was repaired, the home was brought back to its original condition, and the roof is still covered under the GAF System Plus Warranty. As of December 2nd, we understood that the customer was satisfied with how we had handled this problem. Nathan reviewed the customer’s request to be compensated for “duress and inconveniences” and decided that our company had honored all of our responsibilities related to this job and that further compensation was not warranted especially since the customer contacted us for additional financial compensation 3 months after the interior water damaged area was repaired and completed. If the customer was so dissatisfied with everything that we did to correct her problem, those concerns should have been addressed during the process and when we were settling up the final reimbursement for the personal items on December 2nd.Since the customer was dissatisfied with our decision to not give her any more financial compensation, she filed a complaint with the Revdex.com.Yes, our company made a mistake and we apologize for any inconvenience that this leak caused the homeowner and her family, however we never intentionally created a problem for this customer’s family. We managed this unusual problem to the best of our ability. Furthermore, whenever there is construction on a home to repair or improve a home, there will be inconveniences to anyone living in and around a construction project. Unfortunately, that is part of the process.If you need further information concerning this customer’s complaint, please contact us.

Dear Manager -
Thank you for the opportunity to respond to this customer's complaint. Nathan spoke to Mr. [redacted] yesterday and resolved his concerns. I am gathering the information to respond to this complaint in writing.
Sincerely,
[redacted]

I spoke with [redacted] from the company and he stated that he got in touch with the consumer and they have a very pleasant conversation and were able to come to resolution.

Review: I hired Nathan’s Roofing for a $30K+ roof replacement on my high-end home. Nathan’s Foreman took personal leave right away and instead of replacing him, Nathan’s cut corners to save themself money and did my job with NO Foreman, despite promising to have an English speaking foreman onsite at all times, especially since my daughter was on crutches and safety was of paramount concern. The absence of English speaking workers/supervision caused major problems. One was a roof leak in the upstairs bathroom in my brand new roof! I notified Nathan’s on 8/17/15 and showed them black mold on the bathroom ceiling. Again, Nathan’s cut corners and failed to perform due diligence and find the leak. Instead, they claimed there was no leak and “fixed” the problem by installing a flashing on the side of the house, claiming the wind blew water in sideways. They took over 2 weeks to do this and to cover (instead of replace!!) the black mold by painting the ceiling. The bathroom and the connected bedroom were unusable during this entire time. Only 3 weeks later, the bathroom ceiling completely caved in from the same leak! Nathan’s finally admitted that there was a leak and that it was a result of their error in the roof installation but again tried to offer a bandage solution rather than fix the problem correctly. After 2 more weeks, Nathan’s finally hired a discount contractor who sent unqualified painters to repair the huge gaping hole in my ceiling and to repaint. These unqualified painters created a mess and caused damage, and a qualified painter had to be called in to redo the job. I am hopeful the leak is finally fixed, but this entire process rendered the bathroom and connected bedroom unusable for approximately 5 months! Nathan’s refused to compensate me for the 5 months of hassle, many missed days of work, and my son having to sleep on the floor/couch for his entire first semester of college because of the leak in his room, all due to the repeated mistakes of Nathan's Roofing.Desired Settlement: I would like a refund of a portion ($5,000) of the amount paid (over $30,000) for all of the missed work, loss of privacy, and hassles that my entire family has had to endure for FIVE months!

Business

Response:

TO: Revdex.com of Central VirginiaFROM: [redacted] at Nathan’s Roof RepairsDATE: 3/24/16Re: Complaint #[redacted]Thank you for the opportunity to respond to [redacted] complaint about our company. Following are the details about this complaint from our perspective.On October 1, 2014, Nathan’s Roof Repairs, Inc. completed installing a new roof consisting of [redacted] with a GAF System Plus Registered Warranty for $30,380.00. [redacted], our project manager, was on vacation at the time of the roof replacement, however Nathan B[redacted] the owner, was on site each day to check on the job. One of our most experienced crews installed the roof. [redacted] was available by phone as needed for the workers, [redacted] was available to visit the job site as needed, and [redacted] communicated with the homeowners about all of their concerns on the project each day. Our general manager, Lee B[redacted], did a final walk-through with the customer when the roof was completed, addressed any and all concerns with the customer, and received the final payment for the job. Ten months later on August 17, 2015, [redacted] received a call from the homeowner about a water stain the size of a half dollar on the ceiling in an upstairs bathroom. [redacted] and [redacted] went out to address the problem the next day. [redacted] was unable to find any specific causes as to where the leak was coming in and determined that water may have been coming in through the wall flashing during a wind driven rain. He installed metal flashing around the facial board to help prevent further wind driven rain from entering the home. We thought that the leak was resolved, therefore we sent a sub-contractor over to the house to paint the ceiling. On Saturday, October 3, 2015, [redacted] received a phone call from the homeowner during a severe thunderstorm about a leak in the same bathroom. [redacted] explained to the customer that we could not address the leak until the rain stopped. It is not safe to be on a roof during severe weather. Nathan’s Roof Repairs does not provide 24 hour emergency service and in our 24 years of experience in the roofing business, we have not experienced any significant problems with this policy. The owner expressed concern about the amount of water that was coming into the house. Nathan assured her that Nathan’s Roof Repairs would take care of any and all damages that occurred. On Monday, October 5, 2015, [redacted] and [redacted] found a hole in the valley metal 10 feet above where the water was coming into the house which helped explain the amount of water coming in through the leak. A valley is the connection where two roof lines meet, therefore a lot of water runs down the valleys during rainstorms. We apologized to the customer for this problem and stated that we would accept full responsibility for the damage that this leak caused the homeowner. We repaired the roof leak that day, however there was significant water damage to the home that needed to be repaired. We cleaned up the interior area that was damaged which included sheetrock. [redacted] and the homeowner agreed that the entire area needed to dry out before any repair work began. Several days later [redacted] brought three of our workers out with him to the home to test the roof to verify if we corrected the leak and to see if there were any other areas that needed to be addressed. Two guys got on the roof with a hose and ran water all over the area while [redacted] stood on the bathroom counter with his head up in the attic space to assess whether or not any water was coming in through the roof. No water came through.Our next goal was to get the homeowner’s home back to its original condition and to certify that there would be no mold to create any future problems for the homeowners. [redacted] contacted [redacted], a professional water damage restoration and mold remediation company. [redacted] has 30 years experience as a full service property damage company and is based in the Richmond area. [redacted] first worked with [redacted] during water damage to his own private residence several years ago and was very satisfied with their work. [redacted] is also a Revdex.com member in good standing with an A+ rating. The homeowner never expressed any concerns to any Nathan’s Roof Repairs employees about the workers Nichols, Inc. sent to repair the damage to her home. The repair work for the water damage began on October 22, 2015 and was completed on November 3, 2015, however the homeowner was not satisfied with the work. Nichols, Inc. retouched up the drywall and repainted the area and completed the project to the customer’s satisfaction on November 11, 2015. This remediation project cost Nathan’s Roof Repairs $1,452.77. On December 2, 2015, we reimbursed the homeowner $1,069.00 for miscellaneous personal items including toiletries that the homeowner claimed were damaged during this water leak. Throughout the entire remediation process, the homeowner never expressed any concerns about any financial compensation for the inconvenience that this repair work caused. On January 11, 2016, the homeowner texted Lee B[redacted] and said, “Please let me know when you are available this week to discuss a settlement for our roofing debacles.” [redacted] texted the homeowner and stated, “It’s my understanding that Nathan’s had resolved everything structurally and financially regarding your roofing issue.” The customer continued to push to meet and discuss compensation. Lee encouraged the homeowner to put her concerns in writing and he would share them with [redacted].On February 10, 2016, [redacted] received a long detailed email from the customer that stated, “I am writing to you to request compensation for the latest of a string of debacles with the roof replacement job performed on my house by your company, Nathan’s Roofing.” In this email, the homeowner insulted our company, insulted our workers, and claimed that we “must have struck a low-cost deal with Mr. [redacted] because he sent questionable workers to our home.” The homeowner discussed details about the inconveniences that this repair work caused her family and closed by saying,"I believe that once made aware, a good company generally tries to do the right thing. I feel my family was not at fault in any way for the repeated debacles that we have been forced to endure due to the mistakes and cost saving choices made by Nathan’s Roofing. At a minimum, I believe that Nathan’s Roofing owes us an apology and an extremely reasonable compensation of $5,000 for the duress and inconveniences that my family was forced to endure from August 2015 – December 2015. I hope that Nathan’s Roofing will now do the right thing.”The leak was repaired, the home was brought back to its original condition, and the roof is still covered under the GAF System Plus Warranty. As of December 2nd, we understood that the customer was satisfied with how we had handled this problem. Nathan reviewed the customer’s request to be compensated for “duress and inconveniences” and decided that our company had honored all of our responsibilities related to this job and that further compensation was not warranted especially since the customer contacted us for additional financial compensation 3 months after the interior water damaged area was repaired and completed. If the customer was so dissatisfied with everything that we did to correct her problem, those concerns should have been addressed during the process and when we were settling up the final reimbursement for the personal items on December 2nd.Since the customer was dissatisfied with our decision to not give her any more financial compensation, she filed a complaint with the Revdex.com.Yes, our company made a mistake and we apologize for any inconvenience that this leak caused the homeowner and her family, however we never intentionally created a problem for this customer’s family. We managed this unusual problem to the best of our ability. Furthermore, whenever there is construction on a home to repair or improve a home, there will be inconveniences to anyone living in and around a construction project. Unfortunately, that is part of the process.If you need further information concerning this customer’s complaint, please contact us.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In a rather lengthy response, [redacted] of Nathan's Roof Repairs decided to outright lie about most of the details as well as about the timeline of events. Rather than correcting each of these items, I will give a few examples. (If you would like me to refute each of her statements, please let me know.) [redacted] stated that Nathan B[redacted] was on-site each day of the job and was available as needed by the workers. However, on a job that lasted approximately 2 weeks, [redacted] was onsite for approximately 2-10 minutes a day, and even that, only on a few days. [redacted] never checked in with us when he did stop by the job site. Furthermore, Nathan was unable to speak to his workers at all since Nathan does not speak Spanish and none of the workers onsite could speak English. [redacted] B[redacted], as well as other employees, informed of this fact! Nathan had promised us that his English/Spanish speaking Foreman, [redacted], would be on the job site at all times; however, when [redacted] took personal leave because his wife had a baby, Nathan did not replace him. Rather, [redacted] cut corners and performed our job without any Foreman onsite. I kept a diary of each day of the job and the daily activities that occurred.

As another example of [redacted]'s complete misrepresentation, she claimed that the initial leak from my roof was "the size of a half dollar." The large black stain from this leak was so large that it spanned the bathroom ceiling as well as the side wall of the bathroom and required that the entire bathroom ceiling and walls be repainted. During the second (massive) leak, the hole in the ceiling spanned half the width of the bathroom! I took pictures.

In spite of her severe misrepresentation of the most of the events of the job, [redacted] clearly admitted that all of our roofing problems occurred because of the repeated mistakes on the part of her company. And, she admitted that my family was inconvenienced. Yet, she still refused any financial compensation! Instead, she decided that because her company finally fixed the massive roof leaks over a period lasting 5 months, no compensation is due to my family for all of the inconveniences that we had to endure. She stated, "Yes, our company made a mistake and we apologize for any inconvenience that this leak caused the homeowner and her family" and "whenever there is construction on a home to repair or improve a home, there will be inconveniences to anyone living in and around a construction project. Unfortunately, that is part of the process." In another words, Nathan's Roofing feels they can repeatedly cut corners to save themselves money and repeatedly make mistakes on jobs (including my $30K+ job) and then have the homeowners suffer for problems that result because this is just "part of the process." Regards, [redacted]

Review: They subcontracted my roofing job without notifying me in writing or verbally.

A man named Chuck got the job. The first I learned of this is when his worker came to my front door to ask permission to start the job. He either did not speak English proficiently or was unwilling to say much when I asked "Where's Nathans?" He simply said, we are [redacted], call my boss (and gave me Chuck's business card)

I got misleading information. When I asked Nathan's about Chuck they said they had a new partnership with him to do their flat roofs. They apologized for not alerting me. Chuck gave a similar story. But Chuck's worker said they had been doing flat roofs for Nathan's for many years.

When I complained about Chuck's work on gutters, an employee in their main office said, "I didn't know Chuck did gutters."

It appeared Chuck and Nathan's had poor communications. When I expressed concern to Chuck that standard size gutter were not enough for my roof he said, "Hey, Nathan's never even told me this job had gutters so talk to them, not me."

They appeared to make agreements they did not intend to keep. For example, I have in writing, "Chuck will be a your home at 9:00 am on Friday to resolve the problem", but when Chuck did not show I called Nathan's and was told he is not likely to stop by but a worker will after his current job is finished.

Nathan's front office is pleasant , but did not seem to be able to keep their verbal agreements. Consistently, there would be mix ups. I would hear "we will call you when the worker arrives" and when I received no call I would call them only to be told the agreement was to call me when the work was finished. I did call them several times over a three day period it seems I always heard them incorrectly.

I wrote on my contract that the job was to start after March 10th, yet they scheduled the job to begin on March 10th. This kind of slight miscommunication was the norm.

I would not rehire themDesired Settlement: Revdex.com rates Nathan's roofing with this in mind. Nathan's puts greater emphasis on communications with their costumers and subcontractor(s). Nathan's puts in the contract that the work may be subcontracted (One front office employee told me all their work was subcontracted!). They finish the work they agreed in writing to finish.

Business

Response:

Dear Manager - Thank you for the opportunity to respond to this customer's complaint. Nathan spoke to Mr. [redacted] yesterday and resolved his concerns. I am gathering the information to respond to this complaint in writing. Sincerely, [redacted]

Review: Hired Nathan's to replace roof, gutters/downspouts, windows, install vinyl siding, replace side entrance steps, replace front porch steps, install 2 new supplied doors and a screen door. A contract was drawn up detailing all above, and Nathan's offered they were fully capable of providing all above goods and services. I paid Nathans August 17 for the above services. At that point, front porch stairs had not been completed. As of today, November 17, the stairs have still not been completed. Even with me buying the materials. Two of the new doors were not installed properly (do not seal at top - light and air coming through), the new screen door is not installed properly (will not close), an existing door that had exterior molding wrapped will not close properly, Nathans supplied sliding windows in sun room are improperly installed (window locks go in different directions), front porch ceiling molding is uneven and separating.Desired Settlement: I want the work finished. With the improper way the doors and windows were installed, I don't have confidence in Nathan's ability to make adjustments. I have elderly parents and children using the front steps often. I don't feel they are safe. Nathans has offered little response, and general indifference towards the problems. I can get these issues resolved with another contractor. If that happens, I need Nathans to compensate them. I have family coming in and over next Holiday week. Nathans representatives often used the words professional and guaranteed. I see neither at this point.

Consumer

Response:

The customer contacted Revdex.com and confirmed this complaint was resolved directly with the business after the complaint was filed.

Nathan replaced my cedar roof with imitation slate. This was an excellent experience from beginning to end. He addressed all of our issues. His crew even replaced a piece of rotted plywood on the side of my house. (We had never discussed that service.)

Review: In mid-November 2013, I contacted Nathan's because my roof had an active leak. On 11/19/13, a representative of Nathan's came out, investigated the issue and identified the source of the leak - a failing pipe collar. The rep also noted some cedar shakes that needed replacement (unrelated to leak) and gave me a quote for the pipe collar replacement and the shake replacement. On that same day, I called the rep back and accepted the quote and asked him to do the work. He said that he would try to get to it in the next 2 weeks but worse case, the work would be performed the week of 12/2/13. Despite many calls to Nathan's and the rep, they did not come work on the roof until 12/20/13. Meanwhile, the roof is still actively leaking and I have cancelled appointments with other roofing companies because Nathan's kept claiming that they would come out in the next day or two. I get an invoice in early January for the full amount of the original quote yet the description of the work performed does not include the replacement of the pipe collar; it only includes the shake replacements. I call the office immediately to ask if the invoice is simply wrong or if the leak wasn't actually fixed. The admin in the office doesn't know but promises to call me back with a response. A week goes by and I don't hear from Nathan's. I call again. This time, the admin gets in touch with the roofer and determines that no, the pipe collar was indeed not replaced. The admin at the company was not apologetic and showed no sense of urgency to get my leaking roof fixed. Two months has gone by since I got the quote and the leak still is not fixed. I escalate the matter and the pipe collar is finally replaced on 1/18/14. In the meantime, I receive a notice saying that my bill is overdue! The bill for the work that they hadn't done! I have a nice house that I have worked hard to maintain. A leaking roof is a big deal to me and I expect it to be fixed when I hire a company whose slogan is "Keeping raindrops from falling on your head." I had considered using Nathan's to replace my roof when the time comes but they will never see another dime of my money.Desired Settlement: I would like an apology and a refund of a portion of the amount paid for my hassle.

Business

Response:

I spoke with [redacted] from the company and he stated that he got in touch with the consumer and they have a very pleasant conversation and were able to come to resolution.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,