North West Roofing

We're truly sorry for the lack of communication you've had. If you would like to email me a bid for the window, I'd be more than happy to compensate you for it. Please accept my apologies and let me know if there's anything else I can do you for.  Thank you so much.  [redacted]...

[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me even though this will be the FOURTH time they want to do a walkthrough and review the work that needs to be done. They have an itemized list of what needs to be done, have taken pictures twice, agreed to a list of items for them to address and then they do a few things and ignore the rest. No more excuses!
Sincerely,
[redacted]

We sincerely apologize you received a phone call on our behalf.  We use a 3rd party who scrubs their lists weekly against the Do Not Call Registry.  I will certainly make sure you don't receive anymore phone calls on our behalf and if there's anything else you need, please don't hesitate...

to contact me directly.  Thank you so much. [redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)
The production manager and the person handling my roof account from North-West came...

to the house on December 3rd. This was the third time everything had been reviewed. They said they would send people to make repairs and would order new wall caps and fix the flat roof. On December 4th, a gutter company came and replaced the gutters, which was great. A workman also came and did some repairs to the damaged trim and tried to fix the drywall around the skylights. He returned on December 9th and addressed the issue with nails sticking through the shed roof. I assume the wall caps have been ordered and they are waiting on those to complete the repairs to the flat roof but I have not heard anything more to date. As of 12/14/2015, they seem to be about half way done with the repair list.

The material required to finish and fix the problem was ordered by the sales rep and submitted to the supplier. The supplier unfortunately had misplaced the order and we were not made aware of this for quite some time. The production manager was then brought into the situation when Mr. [redacted] had...

come to the office asking when it was going to be finished. The production manager went out to the home to measure and re-order the material required to finish the job. The production manager notified Mr. [redacted] that the material would be approximately 2-3 weeks to receive the custom bent metal panels. The installer that was supposed to put the metal on had left town which caused another delay in the process. Once we realized that the installer would not be able to complete the job we had to go in a different direction and get the metal made for us and it arrived at the warehouse on 12/8. We are going to install the metal on 12/10.
Communication with Mr. [redacted] has been constant throughout this process.

We apologize the project took so long.  Unfortunately with windows, since they are all custom, they do take some time to get back.  As far as the windows being [redacted], we didn't bill your insurance company for [redacted] windows nor are we up-charging you for [redacted] windows.  We billed...

you and your insurance company for new windows which is what we installed.  As far as anything not passing inspection, the city passed your project on 7/14/17 and I'd be more than happy to provide that paperwork.  We were just made aware of the shingles that were sticking up and I've already got those assigned to be fixed.  The reason we're asking for payment is because the work is complete, the shingles coming up are a punch list item that we're going to take care of right away but we need to be paid for the work we've completed.  Again, let me apologize for the delay in getting everything done.  Hopefully the credit we gave you helps compensate you some for your troubles. Thank you.

We are scheduling an appointment with the homeowner to do an entire walkthrough to address these issues accordingly and to be made whole.

This matter is not completely resolved due to recent inclement weather we have had.  We finally have received all of the metal required to do the repair, and once we get a break in the weather we will be able to finish the repair.  Weather issues are beyond our control - we do not feel that this should be a registered complaint.

Complaint: 11031386
The installation of the cap metal, repair of the wood shakes and the seam on the garage was completed on 1/13/16.  As of 1/14/16 I have yet to get up to my roof to inspect the cap metal installation and make sure all exposed nail heads are sealed.  Waiting on inspection from the city.
[redacted]